INDUSTRIAL EXPOSURE TRAINING REPORT ON

OPERATIONAL ASPECTS

Submitted in partial fulfilment of the

Requirement for the award of Degree in Bachelor of Tourism and Hotel
Management
Of
UNIVERSITY OF CALICUT
(2020-2023)

BY
Hisham PT
REGISTER NO : AZAUBTM028
UNDER GUIDANCE OF MR.HAFEES V K

1 AMAL COLLEGE OF ADVANCED STUDIES

 ACKNOWLEDGMENT

I am very thankful to MR SHAMEER BABU (HOD OF BTHM) and principle

for their effortless support, and encouragement towards the conclusion of this
project. And i equally like to thank all my faculties for their support and
guidance to help in completing the project. I would like to thank all the hotel
staffs of the hotel for their support that directly and indirectly helped me in
completing my project with their suggestion.
And I am grateful toward the entire hotel management team members who
create such a nurturing environment for training which I can always carry and
implement throughout my future as it helped me to assess myself in a hospitality
industry. Finally, I thank all of my friends for their sincere assistance when
needed during the period of project.

Place : NILAMBUR Name : HISHAM PT

Date :12-05-2023 Reg No : AZAUBTM028

2 AMAL COLLEGE OF ADVANCED STUDIES

.
DECLARATION OF CANDIDATE

I HISHAM PT hereby declare that project titled "Industrial training" is an

original piece of research work carried out by me under the guidance and
supervision of MS. PRIYA (Trainee manager) and MR HAFEES VK
(TRAINING COORDINATOR, AMAL COLLEGE OF ADVANCED
STUDIES).The information has been submitted in partial fulfillment of the
requirement of industrial training project to our college.

Place : NILAMBUR Name : HISHAM PT

Date :12-05-2023 Reg No : AZAUBTM028

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 TABLE OF CONTENT

SL CONTENT PAGE
NO NUMBER
1 ACKNOWLEDGEMENT 3
2 DECLARATION OF CANDIDATE 4
3 INDUSTRIAL TRAINING SCHEDULE 6
4 INTODUCTION TO BENGALURU 7-8
5 MARRIOTT INTERNATIONAL 9-10
6 COURTYARD AND FAIRFIELD BY MARRIOTT 11-12
7 ABOUT MARRIOTT BONVOY 17
8 COURTYARD (OUTER RING ROAD) 18-23
9 FRONT OFFICE DEPARTMENT 24-30
10 OBSERVATION OF TRAINEE IN FRONT 30
OFFICE
11 HOUSEKEEPING DEPARTMENT 31-42
12 OBSERVATION OF TRAINEE IN 43
HOUSEKEEPING
13 FOOD PRODUCTION 44-50
14 OBSERVATION OF TRAINEE IN FOOD 51
PRODUCTION
15 FOOD AND BEVERAGE SERVICE 52-68
16 OBSERVATION OF TRAINEE IN FOOD AND 69
BEVERAGE SERVICE
17 HUMAN RESOURCE 70-71
18 CONCLUSION 72
19 BIBLIOGRAPHY 73

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 INDUSTRIAL TRAINING SCHEDULE

NO DEPARTMENTS DATE

1 FRONT OFFICE 22TH DECEMBER

TO
TH
10 JANUARY

2 HOUSE KEEPING 11TH JANUARY

TO
TH
10 FEBRUARY

3 FOOD AND BEVERAGE 11TH FEBRUARY

PRODUCTION TO
TH
10 MARCH

4 CULINARY 11TH MARCH

DEPARTMENT TO
TH
5 APRIL

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 INTRODUCTION TO BENGALURU

PROFILE OF KARNATAKA

The tourism and hospitality sector is among the top 15 sector in India to attract
the highest foreign direct investment(FDI).According to the date released by
department of industrial policy and promotion(DIPP),the hotel and tourism
sector Tourism has now become a significant industry in India. It is a sun rise
industry an employment generator, a significant source of foreign exchange for
the country. Tourism in India is the third largest foreign exchange earner of the
country after gems, jeweller and readymade garments. The booming tourism
industry has had a cascading effect on the hospitality sector with an increase in
the occupancy rates. The long term outlook for the business continues to be
positive, both for the business and leisure segments with the potential for
economic growth increase in disposable income and the burgeoning middle
class.

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Bengaluru is the capital of the Indian state of Karnataka. It has a population of
over ten million, making it a megacity and the third-most populous city and
fifth-most populous urban agglomeration in India. Bengaluru is sometimes
refered to as the "Silicon valley of India"(or" IT capital of India") because of its
role as the nation's leading information technology (IT)exporter. Indian
technological organisations ISRO, Infosys, Wipro and HAL are headquartered
in the city. A demographically divers city, Bengaluru is the second
fastest-growing major metropolis in India. Bengaluru has one of the most highly
educated workforces in the world. Bangalore is nicknamed the Garden city and
was once pensioner's paradise.
Having evolved gradually from begin the Garden city to the Silicon valley of
India, Bengaluru is the third largest and one of the most liveble cities in India.
Bengaluru is loved for its pleasant weather, beautiful parks and lakes all around
the town. Here are a huge number of beautifully decorated parks in the city that
are ideal for going on a morning stroll or a job. One walk through the 300-acre
cubbon park, or the botanical gardens of lalbagh, and you'll know precisely why
Benguluru is so famously called India's 'Garden city'.

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 MARRIOTT INTERNATIONAL

Marriott International was formed in 1993 when the Marriott corporation split
into two companies, Marriott International and Host Marriott corporation. In
1995, Marriott was the first hotel company worldwide to offer guests the option
to book reservations online, via the company's implementation of
MARSHA(Marriott's Automatic Reservation System for Hotel
Accommodations).In April 1995 ,Marriott International acquired a 49% interest
in Ritz-Carlton Hotel Company LLC. Marriott International believed that it
could increase sales and profit margins for the Ritz-Carlton, a troubled chain
with a significant number of properties either losing money or barely breaking
even. The cost to Marriott was estimated to have been about $200 million in
cash and assumed debt. The next year, Marriott spent $331 million to take over
The Ritz-Carlton, Atlanta and buy a majority interest in two properties owned
by William Johnson, a real estate developer who had purchased The
Ritz-Carlton, Boston in 1983 and expanded his Ritz-Carlton holding over the
next twenty years. The Ritz-Carlton began expansion into the lucrative
timeshare market and undertook other new initiatives made financially possible
by the deep pockets of Marriott, which also lent its own in-house expertise in
certain areas. There were other benefits for Ritz-Carlton flowing from its
relationship with Marriott, such as being able to take advantage of the parent
company's reservation system and power. The partnership was solidified in
1998 when Marriott acquired a majority ownership of The Ritz-Carlton. Today,
there are 91 Ritz-Carlton properties around the world.

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 HISTORY OF MARRIOTT

Marriott is an American multinational diversified hospitality company that

manages and franchises a broad portfolio of hotels and related loading facilities.
Founded by J. Willard Marriott, the company is now led by his son, Executive
Chairman Bill Marriott, and president and Chief Executive Officer Arne
Sorenson. Marriott International is the second largest hotel chain in the world. It
has 30 brands with 7,003 properties in 131 countries and territories around the
world, over 1,332,826 rooms(as of march 31, 2019), including 2,035 that are
managed with 559,569 rooms, 4,905 that are franchised or licensed with
756,156 rooms, and 63 that are owned or leased with 17,101 rooms, plus an
additional 475,000 rooms in the development pipeline and an additional 25,000
rooms approved for development but not yet under signed contracts. It is
headquartered in Bethesda, Maryland, in the Washington, D.C. metropolitan
area. In 2017,Marriott was ranked #33 on Fortune's "100 Best Companies to
Work For "list, its twentieth appearance on the list.
The company opened its first hotel, the Twin Bridges Marriott Motor Hotel, in
Arlington, Virginia, in 1957. Their second hotel, the Key Bridge Marriott in the
Rosslyn neighbourhood of the same city, is Marriott International's longest
continuously operating hotel, and celebrated its 50th anniversary in 2009. Their
son, J.W.(Bill) Marriott, Jr., led the company to spectacular worldwide growth
during his more than 50-year career. In march 2012, at age 80, he turned the
CEO responsibilities over to Arne Sorenson, while he assumed the title of
Executive Chairman.

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 ABOUT COURTYARD AND FAIRFIELD

Sheraton Hotels and Resorts is an international hotel chain owned by Marriott

International. As of June 30, 2020, Sheraton operates 446 hotels with 155,617
rooms globally, including locations in North America, Africa, Asia Pacific,
Central and South America, Europe, the Middle East and the Caribbean, in
addition to 84 hotels with 23,092 rooms in the pipeline.

HISTORY OF COURTYARD AND FAIRFIELD:

Marriott International is one of the world's largest hotel chains, with over 7,000
properties in 131 countries and territories. Two of its most successful hotel
brands are Courtyard and Fairfield, both of which have a rich history.

Courtyard by Marriott

Courtyard by Marriott was first introduced in 1983 by Marriott International. It

was the company's first brand aimed at business travelers, who were looking for
affordable, yet comfortable accommodations. The first Courtyard hotel opened
in Atlanta, Georgia, and featured 149 rooms, a restaurant, and a swimming pool.
The brand quickly grew in popularity, and by the end of the 1980s, there were
more than 50 Courtyard hotels across the United States.

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It was started as a new hotel concept aimed at business travelers. The brand was
designed to be affordable yet comfortable, with a focus on providing guests with
the amenities and services they needed to be productive during their stay.
Courtyard hotels were typically located in urban or suburban areas, close to
business centers and airports.

In the early years, Courtyard by Marriott hotels were known for their distinctive
architecture, which featured a central courtyard surrounded by guest rooms.
This design allowed for natural light to reach all areas of the hotel, and also
provided a quiet and peaceful atmosphere for guests.

Over the years, the Courtyard brand has continued to evolve and adapt to the
changing needs of travelers. In 2007, the brand underwent a major redesign,
which included updating guest rooms, public spaces, and technology offerings.
The new design featured a more modern and contemporary look and feel, with
bright and bold colors, and a focus on providing guests with a comfortable and
functional space to work and relax.

Today, Courtyard by Marriott hotels offer a range of amenities and services

designed to meet the needs of modern travelers. In addition to free Wi-Fi,
fitness centers, and business centers, many Courtyard hotels also feature on-site
restaurants and bars, as well as meeting and event spaces. The brand has also
expanded globally, with hotels in Europe, Asia, and Latin America.

Over the years, Courtyard by Marriott has continued to evolve and adapt to the
changing needs of travelers. In 2007, the brand underwent a major redesign that
included updating guest rooms, public spaces, and technology offerings. Today,
Courtyard by Marriott hotels offer modern amenities such as free Wi-Fi,
24-hour fitness centers, and business centers. The brand has also expanded
globally, with hotels in Europe, Asia, and Latin America.

Fairfield by Marriott

11 AMAL COLLEGE OF ADVANCED STUDIES

Fairfield by Marriott was launched in 1987 as Fairfield Inn by Marriott, with the
first hotel opening in Atlanta, Georgia. Like Courtyard, Fairfield Inn was
designed to cater to the needs of business travelers. However, it was also aimed
at leisure travelers who were looking for affordable, comfortable
accommodations.

In the early years, Fairfield Inn was marketed as a "no-frills" hotel brand,
offering basic amenities such as free breakfast and a swimming pool. However,
over time, the brand has evolved to include more modern amenities such as
fitness centers, business centers, and free Wi-Fi. In 2019, the brand underwent a
major redesign that included updating guest rooms and public spaces with a
modern, stylish design.

It was launched as Fairfield Inn by Marriott, with the first hotel opening in
Atlanta, Georgia. Like Courtyard, Fairfield Inn was designed to cater to the
needs of business travelers. However, it was also aimed at leisure travelers who
were looking for affordable, comfortable accommodations.

In the early years, Fairfield Inn was marketed as a "no-frills" hotel brand,
offering basic amenities such as free breakfast and a swimming pool. However,
over time, the brand has evolved to include more modern amenities such as
fitness centers, business centers, and free Wi-Fi. In 2019, the brand underwent a
major redesign that included updating guest rooms and public spaces with a
modern, stylish design.

Today, Fairfield by Marriott has over 1,000 hotels in more than 40 countries and
territories, making it one of the largest hotel brands in the world. The brand
continues to focus on providing guests with a comfortable, affordable, and
convenient experience, whether they are traveling for business or leisure.

12 AMAL COLLEGE OF ADVANCED STUDIES

 OUR BRANDS

13 AMAL COLLEGE OF ADVANCED STUDIES

Marriott Bonvoy is the Name of the Hotel Chains Loyalty Program. The
Marriott Bonvoy program is one of the largest hotel rewards programs in the
world, encompassing 30 brands across price points, from budget-friendly
properties to luxurious getaways around the world. Navigating this program can
seem daunting. Yet despite its size, the Bonvoy program is relatively simple.
From earning points to achieving elite status, Marriott has streamlined most
elements of the program.

14 AMAL COLLEGE OF ADVANCED STUDIES

 MARRIOTTT BONVOY MEMBERSHIP - NIGHTS AND LEVEL

❖ 0-9 Nights — Base Member(Y1)

❖ 10-24 Nights — Silver Elite Member(M1)

❖ 25-49 Nights — Gold Elite Member(P6)

❖ 50-74 Nights — Platinum Elite Member(P6)

❖ 75-99 Nights — Titanium Elite Member(X4)

❖ 100 and above Nights — Ambassador Elite Member(X5)

15 AMAL COLLEGE OF ADVANCED STUDIES

 ABOUT COURTYARD AND FAIRFIELD BY MARRIOTT
BANGALORE

Courtyard by Marriott:-

The Courtyard by Marriott Bangalore is located on the Outer Ring Road in

Bangalore, India. The hotel is situated in a prime location that provides easy
access to the city's major business and entertainment hubs.

Accommodation:
The hotel has 170 spacious and well-appointed guest rooms, including 8 suites.
Each room is equipped with modern amenities such as flat-screen TVs,
high-speed internet, mini-fridges, tea/coffee makers, and luxurious bedding.

Dining:

16 AMAL COLLEGE OF ADVANCED STUDIES

The hotel has two dining options: MoMo Cafe and BG's Poolside Bar & Grill.
MoMo Cafe offers an all-day dining experience with a variety of international
and local cuisines, while BG's Poolside Bar & Grill serves grilled specialties
and refreshing drinks by the pool.
Other Amenities:
Other amenities at the Courtyard by Marriott Bangalore include a fitness center,
an outdoor pool, a spa, and a business center. The hotel also offers a 24-hour
front desk, concierge services, and laundry facilities.

Nearby Attractions:
The hotel is located near many popular attractions in Bangalore, including the
Eco Space Business Park, Bellandur Lake, and the RMZ Ecoworld tech park.
The hotel also provides easy access to the city's shopping and entertainment
districts.

Fairfield by Marriott:-

The Fairfield by Marriott Bangalore is also located on the Outer Ring Road in
Bangalore, India. The hotel is situated in close proximity to many of the city's
major IT parks, as well as a variety of shopping and entertainment destinations.

Accommodation:
The hotel has 148 spacious and modern guest rooms, including 33 suites. Each
room is equipped with amenities such as flat-screen TVs, high-speed internet,
mini-fridges, tea/coffee makers, and plush bedding.

Dining:
The hotel has one dining option, Kava Kitchen & Bar, which offers a range of
international and Indian cuisines in a casual and contemporary setting.

17 AMAL COLLEGE OF ADVANCED STUDIES

Meeting and Event Spaces:
The hotel has a total of 4 meeting rooms, which can accommodate up to 200
guests in total. All meeting spaces are equipped with modern audiovisual
equipment and high-speed internet access.

Other Amenities:
Other amenities at the Fairfield by Marriott Bangalore include a fitness center,
an outdoor pool, and a business center. The hotel also offers 24-hour front desk
service, concierge services, and laundry facilities.

Nearby Attractions:
The hotel is located near many popular attractions in Bangalore, including the
RMZ Ecospace tech park, the Phoenix Marketcity mall, and the Bannerghatta
National Park. The hotel also provides easy access to other parts of the city via
the Outer Ring Road

LOCATION
Courtyard Bengaluru Outer Ring Road
+91 80-7120 3040
Outer Ring Road, Marathahalli Sarjapur Road, Bellandur, Bengaluru, India,
560103

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HOTEL INCLUDE

● 24 Hour Room Service

● Travel Desk

● Gym

● Spa

● Restaurant

● Wifi

● Banquet

● Money Exchange

● Parking

● Locker

● Business Centre

● Bar

● Valet

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 GENERAL MANAGER: SUSHMA KICHAR

1. F&B MANGER- DEVENDRA DHAMI

2. ROOM DIVISION MANAGER
-RAJEEV RAWAT
3. LOSS &PREVENTION MANAGER-
SHIVARAJUKS
4. EXECUTIVE CHEF- SAJID PATEL
5. CHIEF ENGINEER MANAGER-
RAMAKRISHNA
6. DIRECTOR OF SALES- KIRTHI
PRADEEP SHETTY
7. H R- PAUL KINGSLY SAMRA

20 AMAL COLLEGE OF ADVANCED STUDIES

 DEPARTMENTAL CLASSIFICATION
OF HOTEL

MAJOR DEPARTMENTS

● Front Office

● Housekeeping

● Food and Beverage Production

● Food and Beverage Service

ALLIED DEPARTMENTS

● Human Resource

● Loss Prevention

● Purchase

● Finance

● Sales & Marketing

● Engineering

21 AMAL COLLEGE OF ADVANCED STUDIES

 FRONT OFFICE

INTRODUCTION
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 visitors, they are collectively
called “Front Office”.
it is one of the major operational and revenue producing departments of the
hotel which generates two third of the revenue earned by a hotel from the sale of
the guestrooms. it involve in providing valuable services to the guests during the
entire guest cycle consisting of Pre-arrival, Arrival, Occupancy and departure.
 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
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There are different parts in the front office of a hotel, which include reception,
Providing services when customers asked, mailing information, concierge, and
Employees who manage with money.

The main revenue earning centre of the hotel is front office.

Which the place we are doing selling of the rooms. From front office the guest
can know all about information about hotel. The front office staff will handle
about the guest complaints and their requests.

CLASSIFICATION OF FRONT OFFICE

● Reservation

● Reception

● Priority Check in Desk

● GRC Desk

● Concierge

● Telephone Desk

23 AMAL COLLEGE OF ADVANCED STUDIES

ABOUT ROOMS
In our hotel we have 336 rooms, 170 in Courtyard and 166 in Fairfield
spacious business rooms, and suites. Rooms which have a city view, or pool.

Inside the room we provide Minibar, Telephone, internet access, guest supplies,
newspaper, and tea& coffee amenities.

24 AMAL COLLEGE OF ADVANCED STUDIES

Facilities provided by hotel we have one pools, spa, and fitness centre for
leisure activities. We have room service, laundry service, and valet parking
service for the comfort of the guest.
Other services provided for guest are,

SHINE SPA

Location : 1th Floor

Time : 0700-2230 hrs

GYM

25 AMAL COLLEGE OF ADVANCED STUDIES

 Location: 1st Floor
Time : 24 hours

SWIMMING POOL

Location : 1st Floor

Time :0700-1900 hrs

26 AMAL COLLEGE OF ADVANCED STUDIES

 ORGANISATIONAL HIERARCHY

It is the process of understanding the job, dividing the job into small
components, grouping responsibilities and authorities among staff, establishing
relationships in the activities and staff for the achievement of common goal.
Headed by front office manager then by assistant front office manager, followed
by supervisor and then by Bell boys, GRA s, Valets.

RECEPTION
Here is where the first opportunity where the hotel meets the client face to face.
At this time all the marketing efforts and computerized reservation system
should come together. The front desk clerk that is well trained must be able to
portray the hotel in a positive manner. This good first impression will help
ensure an enjoyable visit. The first step in guest registration process begins with
capturing the guest data such as name, address, zip code; length of stay,
company affiliation etc., and this information is needed to maintain the guest
history. The various departments in the hotel also require this information to
provide various guest services. The registration process continues with the
extension of credit, room selection, room rate application, and opportunity to
sell hotel services, room key assignment and folio creation.

27 AMAL COLLEGE OF ADVANCED STUDIES

SHIFT TIMING
● 7 AMTO 4 PM Morning Shift
● 9 AM To 6 PM General Shift
● 2 AM To 11 PM After Noon Shift
● 11 PM To 7 AM-Night Shift

OBSERVATION OF THE TRAINEE IN FRONT OFFICE

● Always Ask the Guest Before Taking the Luggage for Scanning.
● Welcome the Guest Courteously.
● During Tagging Procedure, Remove all the Tags on the Luggage.
● Talk to the Guest Politely.
● How to take Check in and Check Out.
● How to make Key cards.
● How to Handle the Bags.

LEARNING OUTCOMES
● Learned How to Welcome the Guest.
● Learned How to Handle Luggage.
● Learned How to Tag the Baggages.
● Learned How to Serve the Welcome Drinks to Guest.
● Learned How to Make Key cards.

28 AMAL COLLEGE OF ADVANCED STUDIES

 HOUSEKEEPING

Housekeeping is the department that deals essentially with cleanliness and all
ancillary service attached to that. The standard plays an important role in the
reputation of the hotels. One feels comfortable only in the environment which is
clean and well ordered, so cleanliness is important for health foremost also for
wellbeing.
Accommodation in hotels tend to be the largest part of the hotel, it is the most
revenue generating department, the housekeeping department takes care of all
rooms is often largest department in hotels. The rooms in hotels are offered as
accommodation to travellers/guest as individual units of bedroom. Some
interconnected rooms are also made which will be helpful to the guest and
families. Many hotels offer suits to the guest. Hotel offer laundry, dry leaning
facilities for guest clothes, shoe polishing facilities also. Hotel aims to make
environment comfortable and offer specialized service to the guest.
Hotel offer guest the choice of specialty restaurant, coffee shop. The bar also
sells liquors which generate the revenue of the hotel. They are available in
banqueting, meeting and private party facilities. Revenue can be generated from
conferencing, meeting, seminar etc. These days shopping arcade also found in
hotels. A health club is a part of facilities of most
large hotels especially resort hotels this also include swimming pool and spa
facilities. Hotels try to make the ambiance as pleasant as possible by nice colour
scheme, attractive furnishing and a well-kept efficient staff.

29 AMAL COLLEGE OF ADVANCED STUDIES

 Housekeeping is the department determines to a large extent whether guests are
happy during stay and in turn mankind they return to the hotel. The fine
accommodation and service are provided to the guest so they are pleased with
the hotel. The guest satisfaction is its primary object and the hygiene factor
must always be present in the hotel. In hotels major part of revenue comes from
rooms, rooms which is not sold on any night losses revenue forever and reason
for poor occupancy can be anything like hygiene factor, cleanliness, lack of
modernizing etc. hence main purpose is to improve whole appeal of the room. A
guest spend more time alone in his room than any other part of the hotel, so he
can check up the cleanliness he wishes to as some of the guest are more health
conscious these days.
He may check up dusting, in-depth cleaning and losses confidence if properly
not done e.g. If drawers are not cleaned he may generally won't feel like putting
his clothes down. Decent room supplies are service like quick laundry and dry
cleaning service shows guest that hotel is considering his comfort and wishes to
please him. not only this from the cleanliness of lobby, public area, restaurant,
cloakrooms, the state and cleanliness of uniform the guest can judge a lot about
hotel. It can be positive or negative judgment we can conclude that
housekeeping department contributes greatly to all guest impression of the
hotel.

ABOUT ROOMS
Spacious and modem rooms give a nice view of backwaters and city. The rooms
also provide ergonomic work area, tea and coffee makers, 40 inch LED,
wireless Internet, direct-dial phones with voice mail and many more features to
the guests. There is an iPod dock to connect any multimedia in room safe.
In our hotel we have 336 rooms spacious Deluxe room and suites. All rooms
which have a city view or pool view.

● Standard room
● Deluxe room
● Executive room
● Suite room
● Family room

30 AMAL COLLEGE OF ADVANCED STUDIES

 ● Connecting room
● Room for handicapped person

GUEST ROOM, 1 KING, CITY VIEW

● Free high speed internet access

● A minibar and a coffee/tea maker are provided.

● private bathroom has a bathtub, as well as bathrobes, and a hair dryer

● Climate control, a desk, and a direct-dial phone with speakerphone

capability

● Mini bar

● Telephone Buffet Breakfast and Buffet Dinner at M Café

● 1000 SPA Credit per stay

31 AMAL COLLEGE OF ADVANCED STUDIES

 GUEST ROOM, 2 TWINS, CITY VIEW

● Marble bathroom

● Hair dryer Robes

● Slippers

● Mini-refrigerator

● Room service 24-HRS

● High speed internet

● 40 inch LCD TV

● DVD player
32 AMAL COLLEGE OF ADVANCED STUDIES
 Executive lounge access, Guest room, 1 King, Pool view

● Room service 24-Hour

● Bottled Water complimentary
● Coffee maker/tea service
● Instant hot water
● Mini-Bar
● Mini-refrigerator
● Voicemail and speaker phone
● High speed Internet
● Evening turndown service
● Newspaper
● 40 in LCD TV
● DVD player
● Premium movie channels

33 AMAL COLLEGE OF ADVANCED STUDIES

 Executive lounge access, Guest room, 2 Twins, Pool view

● Marble bathroom
● Hair dryer
● Robe
● Slippers
● Alarm Clock
● Iron AND ironing board
● Trouser press
● Room service 24-HOUR
● Bottled water complimentary
● Coffee maker/tea service
● Instant hot water
● Mini-bar
● Mini-refrigerator

34 AMAL COLLEGE OF ADVANCED STUDIES

 Executive lounge access, Guest room, 1 King, City view

● Executive lounge access

● Complimentary non-alcoholic beverages
● Located on the 8th floor of the hotel with a panoramic view
● Alarm Clock
● Iron and ironing board
● Mini-bar
● Mini-refrigerator
● Voicemail and speaker phone
● High speed internet
● Evening turndown service
● Robe Slippers
● Bottled water complimentary

35 AMAL COLLEGE OF ADVANCED STUDIES

 Executive lounge access, Guest room, 2 Twins, City view

● Executive lounge access

● Afternoon tea-complimentary
● Hors d'oeuvres-Complimentary
● Dessert-Complimentary
● Complimentary non-alcoholic beverages
● Living/sitting area
● Living area is separated
● Slippers
● Marble bathroom
● Hair dryer
● Sofa
● Iron and ironing board

36 AMAL COLLEGE OF ADVANCED STUDIES

 Executive lounge access, 1 Bedroom Suite, 1 King, City view

● complimentary breakfast
● high speed internet
● Enjoy complimentary cocktails in evening at Executive lounge
● 4 fixture bathrooms with shower and bath tub
● Flat screen satellite TV with pay per view movies
● IPOD dock, In-room safe,mini bar, iron board and rollaway
● Minibar
● Refrigerator
● Premium movie channels
● Internet Access
● Microwave Oven
● Telephone Induction cooker

37 AMAL COLLEGE OF ADVANCED STUDIES

FUNCTIONS IN VARIOUS SHIFT
MORNING SHIFT
They were used to give service to stay over guest in the hotel. They will make
the checkout room for the evening arrivals. They will make the discrepancy list
in the morning which contain the live status of the room.

NOON SHIFT
They will provide the evening service to the guest. Attend the guest request at
evening.

NIGHT SHIFT
The night shift staff provide guest request at the night time. And make the night
check out room for the morning arrival. And gave the guest laundry at the
morning.

CLEANING AGENTS
● Taski R1: Bathroom cleaner cum Sanitizer
● Taski R2: Hygienic Hard Surface Cleaner (All-purpose cleaning agents)
● Taski R3: Glass and Mirror Cleaner
● Taski R4: Furniture Polish
● Taski R5: Air Freshener
● Taski R6: Toilet Bowl Cleaner
● Taski R7: Floor Cleaner (For removal of oil and grease)
● Taski R9: Bathroom and Fittings Cleaner

38 AMAL COLLEGE OF ADVANCED STUDIES

EQUIPMENT USED FOR CLEANING
Vacuum Cleaner
Wet Vacuums
Squeezers Mops
Rotary Floor Machines

LAUNDRY PROCEDURE

TIME: 24HRS
1. Collecting Soiled Linen.
2. Transport Soiled Linen to Laundry department.
3. Sorting of Linen and Uniforms
4. Washing and Dry cleaning.
5. Drying.
6. Folding of Linen and Uniforms.

39 AMAL COLLEGE OF ADVANCED STUDIES

TYPES OF LINEN IN COURTYARD AND FAIRFIELD BY MARRIOTT
BANGALORE

1. Bath Mat 24" X 42"

2. Bath Towels 25" X 45"
3. Blanket 72" X 108"
4. Bed Spread 72" X 108"
5. Dusters 22" X 22"
6. Hand Towels 6" X 7½"
7. Face Towels 9½" X 10 %'
8. Mattress Protector 64" X 96" (single)
9. Table Napkins 21" X 21"
10. Pillow Slips 24" X 32"
11. Pool Towels 36" X 80"
12. Staff Towels 36" X 62"
13. Bed Sheets 72" X 108"
14. Table Cloths Various sizes
15. Tray Cloth As per size of trays and
salvers
16. Waiter's Cloth 18" X 27"

40 AMAL COLLEGE OF ADVANCED STUDIES

 OBSERVATION OF TRAINEE IN
HOUSEKEEPING DEPARTMENT'

● Handling the Guest Complaints. Always ask the guest preferences

● Always knock the door 3 times before entering the room

● Should not knock the door if the room in DND

● Give preference to the room cleaning when CMR light is On

● Handle with care while using the chemicals

● Do not provide stained linen to guest

LEARNING OUTCOME:
● Learned How to clean the bathroom.

● Learned How to use the chemicals effectively

● Learned How to use Vacuum cleaners

● Learned How to place the bathroom amenities in order

● Learned How to Pick up linen from Store

41 AMAL COLLEGE OF ADVANCED STUDIES

 FOOD PRODUCTION DEPARTMENT

Kitchen is a well-designed area in which food is prepared as cooked for

customer services. In a modern definition kitchen can be define as a
well-designed closed area with skill full utensils which is used for preparing
food item as per guest order by following standard recipes. Different from
kitchen in our house, kitchen in a star hotel has some sections. It can be
classified according to their function; Hot kitchen, Cold kitchen, and Pastry.
The first section is Hot kitchen. It is one of section in the kitchen of hotel where
a chef handle and produce all of main course and also concentrate on the
production of foods presented hot. Actually, hot kitchen also called "Main
Kitchen". It means that all of main menu is produced in this section to full fill
all customer needs. This section badly needs an experienced chef to produce all
the menu. There are some products that are reduced by hot kitchen such as:
kinds of steak, kinds of fried foods, kinds of soup and many others. Based on its
product, hot kitchen can be meant as a section that produce all of menu by
cooking process. Because of its function, this section is the most important part
in a kitchen of a hotel.

42 AMAL COLLEGE OF ADVANCED STUDIES

The Cold Kitchen. It is the second section in the kitchen of hotel. It is area
where a chef centralize and concentrate on the production of foods presented
cold. Many of the interns need to be cooked before they are worked on here.
However, in the end, all presentations from the kitchen are cold. Some products
that are produced in this section are kind of salad, kinds of cold sauce, kinds of
sliced fruits and kinds of pudding. Moreover, it also produces kinds of dessert
and appetizer This section also function as a part that can full fill basic
ingredients of food for the hot kitchen section.
The Pastry section is another section in the kitchen where a pastry chef produce
the wide variety of different sweet dough, confections, desserts and pastries
consumed in the hotel. The work of this section is normally separated from the
main kitchen and is self-contained in the matter of cold storage. The function of
this section is to prepare hot and cold sweets, for lunches, dinners and pastries
for tea-time and other occasions. It also prepares pastes like short and puff
pastry, frying batters for making noodles for supply to other corners of the
kitchen. The art of pastry includes work like coloured sugars to make flower
baskets and similar decorative centre pieces, work with fondant and icing sugar,
gum pastes, fashioning of praline into decorative objects. Where hotels operate
a bakery section, the responsibility is carried out by the master baker. The
section needs workers with skill, imagination and experience to create the best
product. Without this section, the available menu will not be perfect.
In conclusion, kitchen department in a five star hotel has some sections that can
be classified base on their function. Those sections are hot kitchen, cold kitchen,
and pastry. All of them have different product and also related each other. I
think that one of these section there is no in the kitchen department, restaurant
operational will not run well.

43 AMAL COLLEGE OF ADVANCED STUDIES

KITCHEN ORGANISATION
Hierarchy refers to the flow of authority from top to bottom in an organization
and with respect to the kitchen. It refers to the flow of authority commencing
from executive chef and goes to the bottom Kitchen helpers. Kitchen staffing
refers to not only assigning the positions but also filling them with the suitable
manpower. Staffing is the actual strength of the employees working at different
levels, which depends upon the various factors as ,
• The extent of the menu and the market a kitchen is serving.
• Use of prepared convenience foods.
• Types of equipment available.
• Need of skill involved at the various levels.

KITCHEN ORGANIZATION
The organization of the hotel and restaurant kitchen depends upon the,
● Size of the operation
● Type of the menu
● Type of the service

44 AMAL COLLEGE OF ADVANCED STUDIES

HIERARCHY

EXECUTIVE CHEF

SR.SOUS CHEF

JR.SOUS CHEF

CHEF DE PARTIES

COMMIS I

COMMIS II

APPRENTICES

TRAINEES

ABOUT KITCHENS IN MARRIOTT BANGALORE (COURTYARD

AND FAIRFIELD)

45 AMAL COLLEGE OF ADVANCED STUDIES

 In our hotel we have mainly 2 restaurants Feast and Inazia. For this entire
restaurant we have separate kitchen ,and we have main kitchen, bakery and
pastry kitchen, butchery, garde manger and kitchen

MAIN KITCHEN
The main kitchen is located on the Ground level. It is the nerve center of the
food production unit. The main kitchen is further divided into 8 sections, which
are ,

● THE INDIAN SECTION

The Indian Section prepares the different gravies, Biryanis, pulaos,
kurmas, kababs, roties, nans, and parathas. dosas, Idlies, for the Citrus
and room service, they also prepare the Indian dishes for the Breakfast,
lunch, and Dinner buffet.. Each day a variety of dishes are prepared
according to the menu.

● CONTINENTAL SECTION
This sections all the orders from the restaurant M Cafe. It is one of the
busiest sections, responsible for all the dishes for the buffet. They also
manage the display kitchen and wood fired oven at the M Cafe. The
display kitchen at the citrus prepares the continental breakfast, meat and
seafood barbecues and sandwiches. The continental kitchen supplies the
soups, snacks.

46 AMAL COLLEGE OF ADVANCED STUDIES

 ● CONTINENTAL BULK
This section makes the dishes for Banquet functions, and help
Continental Kitchen

● PANTRY KITCHEN
This Section makes the juices and cut fruits for M Café and Room service

● ASIAN KITCHEN
This section makes all the Chinese Dishes for M Café and Banquets
functions

● BANQUET KITCHEN
This section makes the dishes for Banquet function

● GARDE MANGER
All kinds of vegetable preparations done from here only. The vegetables
were also stored in the garden manger in bulk quantity. The salads were
also prepared from this kitchen only different kinds of salads from
different countries are prepared in this kitchen. And Grade Manger also
makes the salads for M Café and Banquet functions And they will
Control the Display settings and vegetable sandwiches

● BAKERY AND PASTRY KITCHEN

The kitchens which provide all bakery and pastry items to whole
restaurants, for banquet functions, to Whitefield Baking Company also.
All kinds of bakery products are made from this kitchen like cakes,
muffins, breads, cookies etc.

47 AMAL COLLEGE OF ADVANCED STUDIES

 ● BUTCHERY
The butchery is located on the Ground level of the hotel, it is responsible
for the supply of meat, chicken, fish and sea food to all the different
kitchen of the hotel, the butchery is an air conditioned room with a large
cold room and a deep freeze for the storage. The butchery is further sub
divided into,
● Meat section
● Sea food section

EQUIPMENTS
Different modern equipment's are used in the butchery
● Rotating blade
● Saw
● Mincing machine
● Chopping machine
● Poly vinyl topped tables
● Cutting boards
● Walk in cold rooms
● Choppers
● Sterilized drawers for knives
● Deep freeze
● Plastic and steel containers

48 AMAL COLLEGE OF ADVANCED STUDIES

 OBSERVATION OF TRAINEE IN FOOD PRODUCTION
DEPARTMENT

● Handling the Guest Complaints.

● Always ask the Guest to their Preferences.

● In the Buffet we Should ask the Feedback of the Guest.

● We Should Ensure that the Cooking Range and Working table are Clean
and Neat.

● We Should Ensure that the Walk-in is Clean and all the Containers have
Labeled.

● Before Starting the Duty we Should Check the Walk-in and Kitchen
Confirm Whatever item have Backup.
● We Should have to Wear Gloves before Handling the Food with Hands

LEARNING OUTCOME
● Learned How to make Starters.

● Learned How to make Different Sauces.

● Learned How to make Different Gravies.

● Learned How to make Different Salads.

49 AMAL COLLEGE OF ADVANCED STUDIES

 THE FOOD AND BEVERAGE SERVICE DEPARTMENT

Understated elegance, unobtrusive yet attentive service and the finest in

delectable cuisine will be just some of the pointers to the devotion to detail. The
food and beverage Service Department of the hotel is the most labor intensive,
consisting of the largest department of employees.
The department is split into several diverse sections working towards a similar
goal of efficient food and beverage service the department is manned by the F &
B manager and assisted by the assistant F&B Managers and the various
restaurant and banquet managers. The team's goal is to provide quality products
and services on 24-hour basis every day of the year.

50 AMAL COLLEGE OF ADVANCED STUDIES

SUMMARY
● Club Lounge

● Restaurants

● Bar

● 24 hour room service

● Plunge

HIERARCHY

FOOD AND BEVERAGE OUTLETS IN COURTYARD AND FAIRFIELD

MARRIOTT BANGALORE
1. Momo's Cafe
2. Kava
3. Bar & grills (BGs)

51 AMAL COLLEGE OF ADVANCED STUDIES

 MOMO'S CAFE

● Location: The restaurant is located in the Courtyard by Marriott

Bengaluru Outer Ring Road hotel in Bangalore, India.
● Cuisine: Momo's Cafe Courtyard serves a variety of dishes, including
Indian, Chinese, and continental cuisine.
● Ambiance: The restaurant has a modern and stylish ambiance with
comfortable seating arrangements and tasteful decor. It has both indoor
and outdoor seating options, including a beautiful alfresco dining area
that overlooks the hotel's pool.
● Buffet spread: Momo's Cafe Courtyard is known for its buffet spread,
which offers a wide range of dishes from various cuisines. The buffet is
available for breakfast, lunch, and dinner.
● A la carte menu: The restaurant also has an a la carte menu for those
who prefer to order individual dishes.
● Bar: Momo's Cafe Courtyard has a bar that serves a variety of drinks and
cocktails.
● Popular dining spot: Overall, Momo's Cafe Courtyard is a popular
dining spot in Bangalore, known for its delicious food, beautiful
ambiance, and excellent service.

52 AMAL COLLEGE OF ADVANCED STUDIES

 KAVA

● Location: Kava restaurant is located on the Outer Ring Road in

Bangalore, specifically in Marathahalli.
● Cuisine: The restaurant serves a mix of Indian, Chinese, and Continental
cuisine.
● Ambience: Kava has a contemporary and chic decor, with an open
kitchen and indoor as well as outdoor seating options.
● Menu: The restaurant offers a wide range of dishes including soups,
salads, starters, main course dishes, and desserts. They also have a bar
menu with a selection of cocktails, mocktails, beer, and wine.
● Specialties: Some of the popular dishes at Kava include chicken tikka,
butter chicken, biryani, noodles, pizzas, and burgers.
● Price Range: The prices at Kava are moderate, with most dishes costing
between Rs. 200 to Rs. 500.
● Service: The staff at Kava is known for their friendly and efficient
service.
● Timings: Kava is open every day from 11:30 am to 11:00 pm.
● Reservations: It is recommended to make a reservation at Kava,
especially during weekends or peak hours.

53 AMAL COLLEGE OF ADVANCED STUDIES

 BAR AND GRILLS (BGS)

● Location: Bar and Grills BG's is located on the Outer Ring Road in
Bangalore, specifically in Bellandur.
● Cuisine: The restaurant serves a mix of Indian, Chinese, and Continental
cuisine.
● Ambience: Bar and Grills BG's has a casual and relaxed atmosphere with
indoor as well as outdoor seating options.
● Menu: The restaurant offers a wide range of dishes including soups,
salads, starters, main course dishes, and desserts. They also have a bar
menu with a selection of cocktails, mocktails, beer, and wine.
● Specialties: Some of the popular dishes at Bar and Grills BG's include
tandoori chicken, butter chicken, biryani, noodles, pizzas, and burgers.
● Price Range: The prices at Bar and Grills BG's are moderate, with most
dishes costing between Rs. 200 to Rs. 500.
● Service: The staff at Bar and Grills BG's is known for their friendly and
efficient service.
● Timings: Bar and Grills BG's is open every day from 12:00 pm to 11:00
pm.
● Reservations: It is recommended to make a reservation at Bar and Grills
BG's, especially during weekends or peak hours.

54 AMAL COLLEGE OF ADVANCED STUDIES

 EXECUTIVE LOUNGE

● Location: The Executive Lounge is located at Courtyard by Marriott, on

the Outer Ring Road in Bangalore, specifically in Marathahalli.
● Access: The Executive Lounge is exclusively for guests staying in the
hotel's executive rooms and suites.
● Ambience: The Executive Lounge has a sophisticated and stylish decor
with comfortable seating arrangements and a private meeting room.
● Amenities: The Executive Lounge offers a range of amenities including
complimentary breakfast, evening hors d'oeuvres, snacks, and drinks
throughout the day.
● Food and Beverage: The lounge offers a wide range of food and beverage
options, including a selection of teas, coffee, soft drinks, and alcoholic
beverages.
● Entertainment: The Executive Lounge features a large flat-screen TV and
high-speed Wi-Fi access.
● Service: The staff at the Executive Lounge is known for their attentive
and personalized service.
● Timings: The Executive Lounge is open every day from 6:30 am to 10:30
pm.

55 AMAL COLLEGE OF ADVANCED STUDIES

 ● Additional Facilities: Guests staying in the executive rooms and suites
also have access to other facilities of the hotel, including the fitness
center, outdoor pool, and spa.

BANQUETS

● Location: The Banquet Halls are located at Courtyard by Marriott, on the

Outer Ring Road in Bangalore, specifically in Marathahalli.
● Types of Halls: Courtyard by Marriott offers three banquet halls, namely,
the Grand Ballroom, Meeting Room 1, and Meeting Room 2.
● Capacity: The Grand Ballroom can accommodate up to 700 guests, while
Meeting Room 1 and Meeting Room 2 can accommodate up to 100
guests each.
● Amenities: The banquet halls offer a range of amenities including
audio-visual equipment, high-speed Wi-Fi access, and customized
lighting and sound systems.
● Catering: The hotel offers a range of catering options, including
customized menus for both vegetarian and non-vegetarian guests.
● Decor: The hotel provides a range of decor options, including floral
arrangements, lighting, and other decorative elements to suit the theme of
the event.
● Event Types: The Banquet Halls at Courtyard by Marriott are suitable for
a range of events, including weddings, corporate meetings, conferences,
and social events.

56 AMAL COLLEGE OF ADVANCED STUDIES

 ● Service: The staff at Courtyard by Marriott is known for their attentive
and personalized service, ensuring that all events run smoothly.
● Parking: The hotel offers ample parking space for guests attending events
at the banquet halls.

Organizing a banquet functions,

The banquet outlet  has its own staffs that work in shifts to caterer these
functions. The banquets  sales assistants are responsible for managing the
banquet reservation systems  in the banquet office.

● 12 Meeting Rooms

● 61443 sqft of total meeting place

● Sales and meeting professionals on site

● Largest Convention centre in Banglore

MEETING ROOMS
The design of meeting rooms is modern and contemporary with ergonomic
chair, absolutely sound proof partition. Meeting Rooms have individual lights,
sound and temperature control with multiple entrance.

57 AMAL COLLEGE OF ADVANCED STUDIES

 ● Location: The Meeting Rooms are located at Courtyard by Marriott, on
the Outer Ring Road in Bangalore, specifically in Marathahalli.
● Types of Meeting Rooms: Courtyard by Marriott offers three meeting
rooms, namely, Meeting Room 1, Meeting Room 2, and the Boardroom.
● Capacity: Meeting Room 1 and Meeting Room 2 can accommodate up to
100 guests each, while the Boardroom is ideal for small meetings of up to
12 guests.
● Amenities: The meeting rooms offer a range of amenities including
audio-visual equipment, high-speed Wi-Fi access, and customized
lighting and sound systems.
● Catering: The hotel offers a range of catering options, including
customized menus for both vegetarian and non-vegetarian guests.
● Decor: The hotel provides a range of decor options, including floral
arrangements, lighting, and other decorative elements to suit the theme of
the meeting.
● Meeting Packages: Courtyard by Marriott offers a range of meeting
packages, which include amenities such as audio-visual equipment,
stationery, and refreshments.
● Service: The staff at Courtyard by Marriott is known for their attentive
and personalized service, ensuring that all meetings run smoothly.
● Parking: The hotel offers ample parking space for guests attending
meetings at the Meeting Rooms.

OBSERVATION OF TRAINEE IN FOOD AND BEVERAGE SERVICE

● Always ask the guest preference Handling the guest complaints

● Always ask the guest before clearing the plates if the guest is seated

● Do not lay the tables with stained clothes

● Plates and glasses should be wiped well

● Food should served on time on right table

● In buffet, ask the feedback from the guest

● In banquet the menu is same for most of the functions

58 AMAL COLLEGE OF ADVANCED STUDIES

LEARNING OUTCOME
● Learned how to serve the dish

● Learned how clearance should be done

● Learned how to wipe the crockeries and glassware

● Learned how to lay linen on tables

HUMAN RESOURCE
Human resource factor includes changes in affecting employment relationships.
Management of human resources is known as human resource management. It
is the part of management process, which deals with the management of human
resources. Personnel management is concerned with human problems of an
organization so that individuals can make their maximum contribution to
accomplishment of common goals and at the same time attain social
satisfaction. "Personnel management is that phase of management which deals
with the effective control and use of man power as distinguished from other
sources of power. "Personnel management is a part of the management process
which is primarily concerned with human constituents of an organization."

59 AMAL COLLEGE OF ADVANCED STUDIES

 HUMAN RESOURCE DEPARTMENT
IN A LARGE HOTEL

60 AMAL COLLEGE OF ADVANCED STUDIES

 CONCLUSION

This project is prepared on the basis of Sheraton Grand Whitefield. This study is
made of know the different system and procedure of each and every department
used their problem and solutions. Thus it shows that hotel is sum hotel of all the
functions and procedures, and their co-ordination is very important for each and
every department for the smooth running of the hotel. This project is based on
the operational aspect of Sheraton Grand Whitefield.
This project includes the operating procedures of various departments of the
hotel. While going through this report, we can know about the importance of
various Departments in the hotel and the importance of co-operation and
interaction between various departments in the hotel and how this helps in the
smooth running of the hotel

61 AMAL COLLEGE OF ADVANCED STUDIES

BIBLIOGRAPHY

BOOKS & JOURNALS :

1. FRONT OFFICE MANUAL
2. HOTEL FOOD AND BEVERAGE SERVICE - DENNIS R. LILLCRAP
3. PROFESSIONAL HOUSE KEEPING
4. SOUTH ASIAN HANDBOOK-MR. ROBERT BRADNOB.
5. TOURISM TODAY - MR. RATNADEEP SINGH
6. MARRIOTT BIBLE

ELECTRONIC RESOURCES:
→ www.Marriott.com

→ www.expedia.co.in

→ www.chalethotels.com

→ www.karnatakatourism.org

→ www.business-standard.com

→ www.setupmyhotel.com

→ www.google.com

62 AMAL COLLEGE OF ADVANCED STUDIES