INDUSTRIAL TRAINING REPORT

SHANGRI LA EROS HOTEL , NEW DELHI

12th December 2022 – 7th April 2023

Submitted by- Ryna monga , 2141117216 , semester 4

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 ACKNOWLEDGEMENT
I would like to express my indebtedness to my principal, Mr. Kamal
Kant Pant and training coordinators, Dr. Anshu Singh and Ms. Tanushri
Sharma. They taught me how to take on my industrial training and how
to make the best out of it by learning through practical experience.
I would also like to express my deep and sincere gratitude to my
Learning & development and human resources manager Mrs. Yuvika
Sawhney Gogia for giving me the opportunity to have my industrial
training at Shangri la Eros , New delhi. I would also like to express my
sincere gratitude to Mr. Dhiraj Bhushan, Human resources Director at
Shangri la Eros, New Delhi for his kind mentorship , support and
guidance.
I am extending my heartfelt thanks to the various managers, supervisors,
and Guest service associates or all core departments who have taught me
many essential skills of the Hospitality industry through acceptance and
patience during the period.
I would also like to thank my fellow trainees for being great learning
partners and providing me healthy company throughout. I am extremely
grateful to my parents for their love and prayers throughout my training
tenure.

Sincerely
Ryna monga

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 TABLE OF CONTENTS

S no Name of the topic Page no. Remarks

1 About Eros group 4
2 Core values of the 5
property
3 About Shangri la 6-13
4 Hotel outlets 14-19
5 Front office 20-23
6 F&b service 24-28
7 Housekeeping 29-36
8 Food production 37-40
9 Conclusion 41

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 ABOUT EROS GROUP

EROS Group, a Company which needs no introduction “The

Recognized Real Estate Giant in India” with special strength in and
around Delhi, exuberate quality and excellence with over 70 years of
expertise and experience. It has created some of the most pioneering
episodes of Real Estate Promotion and Town Planning for a period of
over 70 impressive years.
Founder of the EROS Group, a diverse multi-faceted over 12000 crores
($1.78 billion) family owned entity with a primary business focus on
Hospitality, Real Estate, Entertainment Business, Mr. J.R Sood has a

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simple yet strategic Corporate Philosophy, “slow and steady wins the
race”.

Core values and missions of Shangri la

Every day, we strive to bring our
core values to life: respect,
humility, courtesy, helpfulness and
sincerity. All these ideals combine
to make Shangri-La a unique
culture to work in. We are diverse,
warm and caring but also
innovative demanding and
dynamic.

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 About Shangri la group of hotels

From the time our first hotel opened in Singapore in 1971, we have
continued to raise the bar and to redefine service excellence . We are
proud of our Asian heritage and our strong sense of family and
belonging. We firmly uphold the principles laid down by our founder,
Robert Kuok, to care for our people, customers, and to do good for the
community
Shangri-La Group has a significant footprint in Asia and gateway cities
around the world. Across our hotels and mixed-use properties in over 78
destinations, we host and bring people together, creating strong and
connected communities.

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106 HOTELS AND RESORTS
78 DESTINATIONS
17 INVESTMENT PROPERTIES
44,000+ EMPLOYEES GLOBALLY
500+ RESTAURANTS AND BARS

Our Businesses
It is in our nature to be bold and entrepreneurial.
Building on our core strength in hospitality, we have expanded beyond
hotels. Today, the Shangri-La Group has over 100 hotels in 78
destinations and a portfolio of real estate, investment properties,
restaurants and bars, as well as lifestyle facilities.

Hotels and resorts

Owner, Developer, Operator Mindset
At Shangri-La Group, we have a long and successful record of
accomplishment of being able to take project blueprints to developing
and operating hotels and integrated mixed-use destinations. Our
capabilities and strengths stretch from strong project and asset
management, technical support to offering insights and market
intelligence mined from our rich customer database. We know our
guests and over the years have earned their trust through our thoughtful
and genuine service from the heart.
Investment Properties
Diverse portfolio of commercial properties and serviced apartments

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As a Group, our businesses have grown beyond hotels to include a
portfolio of high-quality real estate and lifestyle facilities.
We build, manage and operate mixed-use complexes located in many
vibrant global cities as well as in newly emerging markets. Our
management expertise extends to handling iconic projects across the
world – integrated landmark developments that bring energy and life to
local surroundings.

Restaurants and Bars

Innovative Dining Concepts
At Shangri-La Group, we know best to create innovative culinary and
exciting dining experiences for our customers.
Led by our international team of culinary experts, we have over 500
restaurants and bars worldwide. From Michelin-star fine dining
restaurants like Shang Palace, Summer Palace, award-winning bars like
Lobster Bar & Grill in Hong Kong SAR, The 1515 West Chophouse &
Bar in Shanghai, Backroom in Manila, to standalone outlets like Shang
Social in Singapore, we have extensive experience in the food and
beverage industry.
We are committed to offer the best gastronomic experiences for our
guests. We have three dedicated research and development centres in
China – Nanjing, Beijing and Dalian – to encourage culinary innovations
and provide a place for our chefs to share ideas and sharpen their skills.

Wellness
Holistic Programmes for the Modern Urbanite

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We understand the fitness and lifestyle goals of today’s modern urbanite
and global travellers. This has changed the way we identify prime
locations and develop our products and services. We have the expertise
to design and manage the most conducive and comprehensive training
gyms, fitness regimes and wellness programmes to meet these growing
demands.
Wellness is part of our growth business. To meet the healthy lifestyle
goals of the modern urbanite, we have full-scale fitness centres in the
city to fully-equipped hotel gyms for the busy traveller. Our fitness
programmes are tailored for a better workout and we offer holistic
wellness regimes for those looking to relax or rejuvenate.
Given today’s always-on lifestyles and increased consumer desire for
personal well-being, we are well placed to meet these growing trends.
We will leverage our strengths in this area by partnering with health and
fitness professionals to expand our offerings to provide a full suite of
wellness services for our customers.

Creating Memorable Family Moments

Growing our Family Experiences portfolio is a key part of our
business.

As quality family time becomes increasingly important to multi-

generational travellers, we bring our insight, expertise, resources and
infrastructure to create holistic, memorable, family-friendly experiences
that inspire our guests to discover, learn, and play together.

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 SHANGRI LA CIRCLE
Shangri-La Circle – Rewarding you for doing what you love Going beyond
traditional hotel loyalty programmes, Shangri-La Circle is a contemporary Asian
travel and lifestyle platform built on the idea that life is meant to be fun, limitless,
exciting, and full of possibilities. Shangri-La Circle offers members the simplicity
they want, the flexibility they need, the privileges they love, and the recognition
they deserve, celebrating members’ personal journeys as they live their vision of
the good life. With deep insights into member preferences, the programme
constantly strives to bring more personal and meaningful offerings to its members.
The programme is one of growth, innovation and rewards — for members and
owners alike.

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 About Shangri la Eros New Delhi

A luxurious haven In the heart of the city

Situated in one of India’s largest financial, commercial and business
districts, Shangri-La Eros New Delhi is at the beating heart of the
bustling capital. Located just a few minutes from the nearest metro
station, and a short drive from the Presidential Estate, guests are easily
connected to the best of the city.
Shangri-La – Eros New Delhi is a 30-minute drive from Indira Gandhi
International Airport and just 5 minutes from the city centre.
At Shangri-La, as they understand how important connectivity,
efficiency and comfort are to for their guests. Their dedicated and
experienced staff caters to all needs with an extensive range of services
and facilities.

Facilities

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Wi-Fi
Business Centre
Facilities for the Physically Challenged
Non-Smoking Rooms
Parking Facilities
Safe Deposit Box
Iron and Ironing Board
Spa and Salon
Usage of Sauna, Steam Room, Swimming Pool and Gymnasium

Services

Shoeshine Equipment and Shoe Horn

Express Check-in and Check-out Services
Laundry and Valet Service
Postal/Courier Service
Storage for Two Portable Suitcases
Children
Babysitting/Child Care
Travel & Transportation
Airport Transfer
Car Rental Service
Taxi and Limousine Service

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Travel Agency/Tour Desk
Shops
Shopping Arcade
Food & Beverages
24-hour Room Service
International Cuisine restaurant
Italian and Chinese specialty restaurants
Pastry Shop
Tea Lounge

Business Centre Facilities and Equipment

Conference/Videoconferencing Facilities
Secretarial Services
Meeting Rooms / Boardrooms
Audiovisual Equipment
Computers with Broadband Access
Mobile Phones
Overhead, Slide & LCD Projector
Photocopier

Business Centre Services

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Binding & Courier Services
Facsimile Services
High-Speed Internet Access
Laser Printing and Scanning
Photocopying

HOTEL OUTLETS
TAMRA-The world on your plate
Tamra, our multi-cuisine restaurant, is a vibrant, lively and fun space
suited to all types of dining occasions. Our experienced and passionate
chefs dish out a repertoire of authentic South East Asian cuisine as well
as Indian and European fare, taking your culinary experience to another
level with its exciting “world on your platter” concept.

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SHANG PALACE –
Established in 1971, Shang Palace celebrates the elegance, richness and
dynamism of Cantonese cuisine. With expansive interiors that include
lavish indoor seating and three private dining rooms, Shang Palace
offers authentic Sichuan, Cantonese and Yunnan cuisine with a wide
selection of vegetarian and nonvegetarian signature dishes.

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SORRENTO
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Certified with the Golden Q from Ospitalita’ Italiana, this Italian
restaurant is well known for its fresh and authentic dishes including
artisanal pasta, Neapolitan delicacies, pizzas and slow – cooked family

style specialties.

GRAPPA

Elevating the capital’s nightlife scene, the ace mixologists at Grappa

whip up some of the finest Italian inspired barrel-aged cocktails,
negronis and inventive cocktails that are simply whimsical. The menu is
a gourmet makeover to the existing trend and focuses on small and
tantalizing bites that are authentic, simple and fresh

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MISTER CHAI
Mister Chai focuses on regional Indian street food with a modern twist
and beverages with emphasis on tea, served in a modern and luxurious
setting that gives patrons a local ‘tea shop’ feel. It’s a great place to relax
and enjoy international tea, traditional Indian chai or freshly brewed
coffee alongside sweet pastries and savoury snacks.

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HORIZON CLUB LOUNGE –
Horizon club lounge is mainly for the members or guests who have
access to the horizon who are staying from 16th to 19th floor in any of the
room. They also get to enjoy the benefits of happy hours which are from

6-8PM daily and unlimited drinks are served with a small buffet.

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HEALTH CLUB-
For those looking to stay active, our fully equipped Health Club offers a
gym with state-of-the-art cardiovascular training and weight training
systems, outdoor swimming pool, steam room and sauna. Electronic Air
Cleaners (EAC) help provide the freshest air and maintain a healthy
environment in the fitness centre.

CHI- SPA AND SALON

Chi, The Spa draws inspiration from the legendary Shangri-La – a place
of personal peace, enchantment and well-being.Spread over 20,000
square feet, the spa boasts of five spacious treatment rooms, including a
special couple’s suite. Massages and treatments are based on authentic

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natural healing methods shared by many Asian cultures, including
Ayurvedic therapies.

MEETING ROOMS AND BANQUETS-

Apart from restaurants, Shangri la also has 3 meeting rooms which
provides a formal ambience and amenities for the business meetings .
Business centre also provides services like Xerox , printing , projectors
etc for smooth conduct of meetings. Also , there are 4 banquets in
Shangri la namely – Ganga , yamuna , tapti and vyas which when
combined makes a ballroom all together.

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 Front office operations
Front Office Department is the face and as well as the voice of a hotel.
Regardless of the star rating of the hotel or the hotel type, the hotel has a
front office as its most visible department. The front Office is a part of
larger division called Rooms Division Department headed by Director of
Rooms Division and has many services that support a guest stay, such as
bell desk, concierge, Telecommunications, cashiering etc. The front
office as the name suggest is the first and last point of contact for a guest
and its unique role is to:
1. To sell the hotel rooms through systematic method of reservation.
2. To register guest and assign rooms to them
3. Create an image of the property.

FRONT OFFICE COMMUNICATION WITH OTHER

DEPARTMENTS

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Sections of front office department

Bell Desk and Concierge: Bell desk is a part of the front office
that it is responsible for the handling of guest luggage and as well as
escorting the guest to different sections or to the rooms as Per guests‟
request. They are also responsible for the left luggage facilities in the
hotel and keeps Guests‟ luggage in the back area if they need to keep it
there for a short period of time. The two-Copy luggage tag is used by the
department so that it serves as an identification of the guest‟s Property
and reduces chance of misplacing the guest‟s luggage.
Concierge may provide custom services to hotel guests. Duties include
making reservations for Dining; securing tickets for theatre and sporting
events; arranging for transportation; and providing Information on
cultural events and local attractions

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Reception : This is the first
section where the guest comes
in contact with a hotel
employee. It is located in the
Front Office and it deals with
multiple functions, the main
one being checking in or
Allotting rooms for FITs or
Groups. The property
management system used in the
hotel is Opera Property
Management System (Version 5.4.2.26)

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Cashier: All the duties of the cashier are performed by the Duty
Manager in the hotel.
1. Obtains the house bank and keeps it balanced.
2. Clarifies customers‟ questions or concerns about the charges on
their bills.
3. Assists with distribution of month end reports as directed by
Accounts Department or Front Office Manager.
4. Maintains a track of all high balance guests.
5. Check and follow up on all bills on hold, follow up on all deposit
dues.
6. Post charges to guest accounts.
7. Complete guest check-out procedures.
8. Settle guest accounts.
9. Dispense guest records after the guest checkout
10.Handle cash, traveler’s cheque, credit cards and direct billing
requests properly.

ASK- Telephone Operator:

1. This section is the center of the entire hotel‟s telephone activity.
2. All calls made to the hotel‟s landline number are directed here.
3. Three telephone operators are present at all times to receive and
attend the calls. The Calls may be regarding any enquiry,
complaints, request for transferring to the various outlets.
4. This section is also responsible for connecting calls to other
departments.
5. The Duty Manager is responsible for ensuring smooth
operations in this section.
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 Functions as a Trainee (area wise)

CONCIERGE
1. Welcome the guest.
2. Help the Guest with baggage.
3. Hold the door for the guest.
4. Help the Guest with the directions inside the hotel.
5. Delivering morning newspapers to all the occupied rooms.
BACK OFFICE
1. Fill out Arrival/Departure register.
2. Verifying the various outlets cheque register, i.e verification of the
Cheque number, micros number and the amount entered in the
Respective registers.
3. Compiling all Registration Cards, C FORMS.

Food and Beverage Service Department

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Food and Beverage Services can be broadly defined as the process Of
preparing, presenting and serving of food and beverages to the
Customers. Food and Beverage Service Department is responsible For
maintaining high quality of food and its service, food costing, Managing
restaurants, bars, etc. It is responsible for a high Revenue percentage of
the hotel and it also affects the revenue Coming from the rooms since
many guests prefer to stay at hotels that has good food and beverage
outlets. Hotels having good banqueting facilities also affect the booking
of rooms by the Guests for their events. TheF&B Service department
also has the Highest number of trainees and casuals working compared
to the other departments because of the highest workload especially
during times of rush when work has to get done at an efficient Pace
without spoiling the image of the hotel.

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 Tamra

This multi cuisine restaurant located on the first floor has a seating
capacity of 186 covers. It serves Indian, asian , continental, Japanese and
bakery section .The daily breakfast, lunch and dinner buffets is also laid
out in this Restaurant itself. The timings and the buffet rates of the
Restaurant are as follows:

Breakfast – 06:00 to 10:30 (INR 2000 + Taxes)

Lunch – 12:30 to 15:30 (INR 2800 + Taxes)
Dinner – 18:30 to 23:30 (INR 3000+ Taxes )
Sunday Brunch – 12:00 to 16:00 (INR 4000+ taxes)

Sorrento

This Italian Specialty Restaurant located on the lobby level of the hotel
and has a Seating capacity of 75 covers and mainly serves Neapolitan
pizzas and Italian pastas of all kinds and other related dishes as well .
Only A la carte orders are taken in this restaurant.
It is open daily for lunch and dinners from12:30-3:30 & 19:00 to 23:30
respectively and there is also brunch on Saturday.

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 In room dining

In room dining delivers food from the onsite restaurant or from

The kitchen directly to the guest room. The staff provides the Required
crockery, cutlery, glassware and trays. This allows guests t enjoy their
meals in bed or at the table. Room service also extends to alcoholic
drinks. Room service is a convenience. It allows guests to eat in privacy
or outside of regular restaurant hours. Most hotels take food orders
throughout the day, accommodating late comers and early risers. In
many aspects, room service also saves time. Guests can get ready in the
morning while their food is being prepared. This avoids restaurant waits
and reduces the time between eating and starting the day.
The IRD of the hotel is located in a strategic location near the main
kitchen. It is next to the service elevators of the main building. So based
on the Guest’s order, the IRD associate can collect the food directly
from The kitchen. All the orders are directed towards theMain kitchen
and the orders are picked up directly from there.

Shang palace

Shang Palace takes pride in its fabulous menu that trots all over china,
handpicking the best recipes from Cantonese, Sichuan and Beijing
regions. The menu surpasses all expectations through its flamboyant
delicacies that has elements of brilliance in it, crafted out of traditional
clever recipes chosen with careful consideration and bound to please
every diner.

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Timings- Lunch 12:30PM-3:30PM everyday and Dinner 7:00 PM to
11:30 PM everyday

Grappa

Grappa is the bar of Shangri la which operates from 4Pm till 4AM on a
daily basis. It serves a variety of alcohol to it’s guest and serves a good
amount of food to be paired with. Grappa Has 38 covers and 34 covers
in alfresco which is an outdoor seating with a lawn by side .

Mister chai

Mister chai is the coffee shop situated in the lobby for the guests who
have checked in and can enjoy a welcome drink or can enjoy a cup of tea
with snacks over chitchats. It is operational 24 hours now and serves a
variety of beverages and snacks.

Some examples of dishes and their condiments/ accompaniments are-

 Indian Dishes – Butter, Pickle, Salt, Pepper
 Biryani – Pickle, Papad, Curds and Green Salad Onion, Tomato,
Carrot, Cucumber, and Lettuce)
 Pakoda – Mint Chutney, Ketchup

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  Pasta – 3 soft rolls and 2 hard rolls, Butter, Chilli Flakes, Oregano,
Salt and Pepper
 Noodles – Chilli Vinegar and Soya Sauce
The cloths and other linen used are sent to the laundry on a daily basis.
The materials required by the department are collected from the General
Store on a weekly basis. The supervisor enters the requisition in
ORACLE and after verification of the requisition ID, the store in-charge
provides the materials. Some of the brands that the hotel uses are:

 Cups – RAK (Saudi Arabia)

 Salt and Pepper – Catch/Tata
 Honey , Ketchup , marmalade – KA gourmet
 Coffee – Lavazza
 Dairy – Sofit

Tasks done as a trainee in F&b service:

1. Set the tables according to the meal.

2. Clear the used cutlery and crockery after the guests leave the
Table.
3. Exchange used napkins with fresh ones in the laundry.
4. Fold the fresh napkins.
5. Greeted and escorted the guests to the table
6. Refilled sugar caddy and jam caddy on a daily basis
7. Replaced the tags of buffet.
8. Made the reservation for lunch.

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 Housekeeping

Housekeeping means performing all the duties towards cleaning,

maintaining orderliness, and running a house or a business property. In
case of hotels, the Housekeeping duties involve maintaining the hotel to
the best possible state in terms of cleanliness, and keeping it at highly
desirable ambience. The areas which come under Housekeeping are as
follows:

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 1. Guestrooms & Floors
2. Housekeeping Desk/Control Desk
3. Linen and Uniform Room
4. Public Areas
5. Laundry
6. Florist

The guestroom is the main selling point of a hotel, as it contributes to

more than 50% of the total sales. This makes the percentage of profit
made from room sales out of Total sales, very high. The sale of a room
means leasing the room for occupation for a Minimum 24 hours at a pre-
determined cost. Thus, a room sold on a particular day Earns revenue for
that day, and then it can be sold again and again. Rooms are sometimes
referred to as ‘Highly Perishable Commodities’ as rooms not sold for
The day lose out on the revenue for that day. In addition to earning
revenues, Guestrooms also have a huge role in the image building of the
hotel. Many guests‟ first impression and judgement of the hotel comes
from the condition of the guest room and therefore would also affect
his/her chances of giving repeat business. Guests may stay in a hotel for
pleasure, convenience, or even may be a necessity. Whatever the reason
of stay, they will always expect a high standard of service and comfort.
Therefore, the importance of a guestroom is unparalleled when it comes
to the outlook of the hotel. The housekeeping staff in particular, have the
responsibility of making the guestroom ‘A Home Away From Home’ for
the guest. The housekeeping department is not only responsible for the
upkeep of rooms but also of the various public areas which guest
frequents. The various public areas, especially the lobby go a long way
in influencing a guest’s opinion of the hotel and thereby influencing the
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hotel sales. The housekeeping department is also responsible for the
laundering and the maintenance of various linen in the hotel as well as
guests’ Personal clothing.

PUBLIC AREAS: All the areas of the front of the house fall under this,
except for the Guestrooms. The cleaning in public areas goes on
continuously throughout the day During the night shift, the Floor
Supervisor is responsible for looking after the public Areas as well. The
following areas are:
1. Hotel Main Porch
2. Central lawn
3. Front Office
4. Tamra restaurant
5. Sorrento
6. Cloak room
7. Mister chai
8. Grappa
9. Shang palace
10. Alfresco
11. Guest Washrooms
12. Banquets
13. Chi- The spa and
salon
14. Horizon club lounge
15. Swimming pool

Guest Rooms
Floor section is responsible for the upkeep and cleaning of the entire
floor such as Guest rooms, floor lobby and corridors. Every floor has

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 2 GRAs and 1 Supervisor who Are jointly responsible for the
cleanliness of the entire floor. The floor section has the

Following shifts :
1. Morning Shift – 08:00 to 17:00
2. Aternoon Shift – 13:00 to 22:00
3. Night Shift – 22:00 to 08:00
Each trainee on the shift is generally sent to help a GRA on a
particular floor to carryout cleaning of rooms. In case there is not
much occupancy, the vacant rooms are serviced first and then the
associates service the rooms with the “clean my room” sign usually
After 10am.
The morning procedure begins by briefing at the HK Control Desk. In
this meeting, the Executive Housekeeper or the supervisor discusses
the plan of action for the day. The GRA allotment is done the
previous day itself. The assistant executive housekeeper Sends a
trainee to the floor where required, based on the work load for the
day. One Trainee is sent to the sorting linen room to assist the staff.
After briefing, all the GRAs go to the respective floors to clean the
rooms and complete the guest requests.Each floor has a pantry near
the service exit. All The bed and bath linen, all the room supplies and
toiletries, all the chemicals for Cleaning, caddy, mops, chamber
maid’s trolley, extra iron and boards, extra tumblers, Bathrobes, etc.
are placed in the pantry. The GRA picks up the material from here as
And when required.

Guest Room Supplies

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 WARDROBE:

1. 4 Hangers
2. 2 Clip Hangers
3. Coat Brush
4. ElectronicSafe
5. Carry Bags
6. 2 Bath Robes
7. 2 pair of slippers
8. Shoe Shine
9. Laundry Bag and Slip
10. Iron and Iron Board

BATHROOM:

1. 2 sets of Shower Gel, Shampoo and Conditioner (25ml each)

2. 2 Body Lotions (25ml each)
3. 2 Soaps (25gm each)
4. 1 Tissue Box
5. 2 Dental Kits
6. 2 Combs
7. 1 Shaving Kit
8. 1 Disposable Bag
9. 1 Shower Cap
10. Hair Dryer
There are 2 sets of fresh bath towels, face towels and hand towels and
1 bath mat Placed in the bathroom.

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 MINIBAR COUNTER:

1. Minibar
2. Electric Kettle
3. 2 Coffee Mugs
4. TCM box
5. 2 Water Bottles
6. Hygiene Kit

The TCM Box consists of 5 varieties of TETLEY tea bags – Original

Tea, Masala Tea, EarlGrey Tea, Lemon Tea, Green Tea; 4 sachets of
white sugar; 2 sachets of brown Sugar; 2 sachets of zero sugar; 2
Nestle Coffee Sachets; 4 Dairy Whitener Sachets.
PROCEDURE TO ENTER A ROOM:

1. Check if the room is on DND

2. If it is not on DND, ring the bell and announce
“Housekeeping”
3. Wait for 10 seconds for the guest to open the door. If not
opened, ring again.

Follow this 3 times.

4. As the guest opens the door, greet accordingly and ask if the
guest requires the room to be serviced. If yes, request for
permission to enter and proceed to clean.
5. In case of Checked Out or Vacant room and the guest is
absent, use the floor Key to open and start to clean the room.
Keep the door wide open at all times.

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 CLEANING OF THE CHECK OUT ROOMS:

9. Ring the bell and announce “Housekeeping” and do this

thrice.
10. Once confirmed that the room is vacant, enter the room
using the floor key.
11. Keep the door wide open at all times. Start to dispose
all the garbage and clear Out all linen from the room. Make
sure that there are no guest articles left behind in the room.If
there are any, deposit in the “Lost and Found” at the Control
Desk.
12. Fresh linen from the trolley is to be used for making the
bed.
13. The GRA Proceeds to clean the bathroom.
14. Once bathroom and bed are made, replenish all the
room supplies.
15. Dry Mopping and Dry Dusting of the entire room is to
be done. Ensure to Clean everycorner of the room.
16. Glass surfaces are cleaned by separate staff.
17. Entire room is vacuumed, wet mopped and air freshener
is sprayed.
18. The supervisor then inspects the room for changing its
status to INSPECTED.

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 Flower room
It is an air-conditioned room with worktables, sink and water
supply, cupboards to store vases and stones, and a counter.
Lost and found – stores all the items left by the guests. It
directly communicates with the front office desk, as there the
guests tend to first enquire about their lost articles

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 FOOD PRODUCTION

Food production is the management of raw and cooked items in the

kitchen, culinary, preservation, And related activities in a hotel or
restaurant. More specifically, it is the process of transforming raw
Ingredients into prepared food items and their management. All the
hospitality organizations, be it a hotel, restaurant, fast food outlet, resort,
railways, airlines, cruise liners, and other allied industries, Require
trained personnel to manage their operations.

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The kitchen department offers different varieties of cuisines from all
around the world and therefore serves different cuisines for different
outlets in the hotel for ease of service and establishment of standards for
the same. The hotel has 2 F&B outlets with dedicated kitchens.
The kitchens are as follows:

1. Main Kitchen (Tamra) : The main kitchen or Tamra Kitchen is

the central hub for production in the hotel. This kitchen is further
divided into sections:
a. Indian Section
b. Tandoor Section
c. Continental Section
d. Pantry
e. 2 Walk In Coolers
2. Shang palace Kitchen: Since Shang palace is a specialty
restaurant, there is a separate Dedicated kitchen and it is
operational only during the restaurant timings.

3. Banquet Kitchen: This kitchen produces food in bulk and caters

to the banquet events held in the hotel like weddings, conferences,
afternoon tea, high tea, parties.
4. Bakery: Responsible for making cakes, pastries, breads, desserts
for all the outlets, Banquets, and even the buffet.
5. Cafeteria Kitchen (Santushti): Responsible for preparation of all
the meals and Snacks for the employees of the hotel.

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 Apart from these, the hotel has supporting departments which help
with the food production:

1. Butchery: All the raw poultry and meats are got here, stored,
thawed and butchered into Adequate and portion sizes and then
distributed to the respective kitchens.
2. Commissary - Divided into 3 – Walk In Coolers, Deep Freezers
and Dry Store, all the vegetables, dairy, etc are stored here and
collected from here as and when required. It Is the central store for
all the kitchens.
3. Garde Manger: This is the COLD KITCHEN. All the salads,
cold cuts for the buffet, Banquets and live counters are prepared
here.
Tasks fulfilled as a trainee:

1. Assist the staff in their chores.

2. Cut vegetables and fruits.
3. Procure the requisites from the store.
4. Set the almirahs used for storing the raw and cooked food.
5. Preparing tags to be put on the various food items denoting their
manufacturing date and Expiry date.
6. Assisting the sous chef in maintaining the record of available store.
7. Prepare a variety of juices from fruits and vegetables.
8. Handling the guest requests at the pantry and fulfilling them
accordingly.
9. Preparing waffles, pancakes, boiled eggs, and bacon at the live
counter in the breakfast buffet.
10. Set all the items brought from the store in an organized
manner

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 11. Set the perishables in the green room each day after fresh
vegetables are brought into the hotel

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 CONCLUSION

In the light of the above mentioned information, I would to like say that
the industrial Exposure Training at Shangri la Eros , New delhi has been
quite fruitful, Leaving me with a lot more confidence and an urge to
learn more about theidustry. Considering this as a major step towards
my future as a successful hotelier, I would like to express my gratitude
towards the entire staff of Shang for guiding me appropriately and
making me feel comfortable in the new environment, thus showcasing
hospitality in its true Essence.
My experience has been a delicate mixture of knowledge,
curiosity,skills, hard Work and also smart work. One of the facts I
strongly learnt here was that one Needs to be quite passionate towards
their work in the hotel, and carry all the Tasks with full responsibility
and zeal.Having deadlines and responsibilities brought out my most
efficient version and it Inspired me to pay attention to detail. I am happy
and proud to have successfully Completed my tenure at the esteemed
hotel and to have utilised this opportunity To learn as well as to unlearn
befittingly.

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