INDUSTRIAL TRAINING

REPORT

CROWNE PLAZA
Greater Noida

MADE BY:
 NAVNEET BATSALYA
3RD SEMESTER
ENROLLMENT NO. 2141330004

INDEX

 ACKNOWLEDGEMENT

 HOTEL OVERVIEW

 FOOD & BEVERAGE SERVICE

 FRONT OFFICE

 HOUSE KEEPING

 FOOD PRODUCTION

 LEARNING EXPERIENCE
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to Training

Executive & all Heads of Departments along with staff members of
CROWNE PLAZA Greater Noida. I wish to place on records that the
training was imparted in a highly congenial atmosphere true to the reputation
of CROWNE PLAZA has been of immense value to me and it will be my
endeavor to put into practice all that I have learnt to sharpen my skills and
develop my skills and develop my personality.

It is because of their ardent and consistent efforts I was able

to imbibe so much which was not possible in such short time. The training
has helped me to inculcate the right kind of skills, knowledge & attitude to
make a career as a successful hotelier.
 GENRAL
MANAGER OF CROWN PLAZA GREATER NOIDA UTTAR PRADESH
MR. SHARAD UPADHYAY
CROWN PLAZA GREATER NOIDA Appointed SHARAD Upadhyay as the
general manger.
With an experience of over 20 years across a board spectrum of hospitality
function
INTRODUCTION
The sleek Crowne Plaza Greater Noida hotel is a landmark structure in
Uttarpradesh placing you close to local business complexes and
multinational companies. Step into our bright and airy Lobby, and cross the
marbled floor past the chandelier and sparkling waterfall where our efficient
staff are waiting to check you in to your spacious room.
Our guests take the 90km trip from Indira Gandhi International Airport
by taxi or rental car in under an hour. Crowne Plaza is situated a short drive
from international corporations like Samsung, Adidas and Yamaha. You
can reach Delhi's major tourist attractions, such as the Red Fort, Qutab
Minar and the vast, 14th-century ruins of Tughlakabad Fort, in under 60
minutes from the hotel. Buddh International racing circuit is only 16 km
from property while Agra is reachable within 2 hours via Taj expressway.

Take your seat in mosaic restaurant, Mosaic means is a pattern that is made
by placing together small coloured stones, pieces of glass. There's a choice
of Indian and western cuisine or, if you'd rather try something different, head
to Chao Bella restaurant. Its unique mix of Chinese and Italian cooking
will leave you wondering whether to twirl spaghetti forks or chopsticks.

HOTEL FACILITIES
Check In / Check Out
 Check-In Time: 3:00 PM
 Check-Out Time: 12:00 PM
 Late Check-Out available
 Minimum Check-In Age 18 yrs
 Evening Reception Desk Open
Pets
Pet Policy
Languages Spoken by Hotel Staff
English, Hindi, Punjabi, Korean
Parking
 Parking Available / 500 Spaces
 The Management does not take any responsibility, Cars
are parked at owners risk. Hotel has three levels of
parking and Valets are available for 24 hrs assistance.
 Car Parking - Registered Guests Only
 Controlled Access Gates to Parking
 Parking Area Equipped with Lights
Location
 Hotel is located Downtown
 Closest City: NEW DELHI
 Distance from Hotel: 57.9 KM
 Local Time: 11:19 AM GMT+05:30
Accessibility
 Parking
 2 Room(s) with Accessibility Standards
Facility
 14 Floor(s)
 398 Guest Room(s)
 270 Deluxe room(s)
 63 Club Room(s)
 07 Deluxe Room (s)
 08Executive Suit room(s)
 01Presidential suit room(s)
 88 Non-Smoking Room(s)
 07 Studio apartment(s)
 41 one Bedroom apartment
 01 two Bedroom apartment
 Exterior Corridor
 Interior Corridor
 Storage
 Executive Suites
 Executive Floors
Credit Cards Accepted
 Diners Club
  Carte Blanche
 Discover
 Visa
 American Express
 JCB
 Master Card
Health & Fitness Center (On-Site)
Fitness center is fully equipped with Cardio and strength equipment from
Life fitness. Also conduct yoga, floor exercises and Personal training for
guest.
 24 hours
Spa Facilities
With 4 tastefully done treatment rooms Hibiscus spa just a perfect place to
unwind and rejuvenate. Level 1 has a vast and well-equipped fitness centre
to cater to all kinds of wellness regimes. Level 2 has the Spa and the
wellness centre.
 Sauna
Housekeeping & Laundry Services
 Daily Housekeeping
 Weekly Housekeeping
 Dry Cleaning Pickup/Laundry
 Shoe Shine
 Same Day Dry Cleaning
Travel Services
 Airline Desk(s): Can be arranged at the Concierge
Desk.
  Rental Car Desk(s): Can be arranged at the Concierge
Desk.
 Tour Desk(s): Can be arranged at the Concierge Desk.
 Foreign Currency Exchange
Entertainment & Recreation
 Outdoor Pool
Hotel Shops
 Newsstand
 Beauty Salon

Activities & Services for Children

 Baby-Sitting
Business Services
 Business Center
Business Center Staffed Between 7:00 AM and 11:00
PM
Alternatives to Business Services: Duty Manager will
assist during off timings
 Copying
 Courier Service
 E-mail & Internet
 Executive Floors
 Executive Suites
 Facsimile
 Mobile Phone Rental
 PC available
 Printer
  Private Limousine
 Technical Concierge
 High Speed Internet Access
 PC available
 Wireless Data Connection
Initial Fee: Rs.300.00 (INR)
Service Provider: Secure Links
 Secretarial Services
Public Space Data Services
 High Speed Internet Access
 Wireless Data Connection
Initial Fee: Rs.150.00 (INR)
Service Provider: Secure Links
Miscellaneous
 Kids Eat Free
 Concierge Services
 Safety Deposit Box available at Front Desk
 A/C Public Areas
 Dedicated Lounge (or 24 Hour Lounge)
 Porter/Bellman
 HOTEL DINING
Chinese spicy Sichuan prawns and Italian pesto primavera pizza in Chao
Bella restaurant. Its open layout lets you see master chefs at work in the
kitchen.
 Room Service 24 hours
 Cocktail Lounge
 2 Restaurants In or Nearby the Hotel
 Kids Eat Free

Bars / Lounges

Dedicated Lounge (or 24 Hour Lounge)

.
Connexions bar & Lounge
Location: In Hotel - Bakery Shop Is a world of its own. Understated modern
decor creates an elegant ambiance where creative cocktails meet a superb
wine list. An ideal venue for exciting evenings and short eats to go along. It
is a perfect socializing solution.
Mosaic - The Pastry Lounge

Location: In Hotel - In Hotel The finest ingredients combined with

meticulous preparation and presentation make French Heart a distinctive
gourmet experience. It serves an array of sumptuous desserts with freshly
prepared patisserie, cakes and cookies as a feature with a wide range of tea,
coffee, and specialty beverages.
Restaurants.

Chao Bella
Location: In Hotel - Specialty restaurant (Italian-Chinese)
Serves: Dinner
Is the first restaurant of its kind, serving authentic Chinese and traditional
Italian food. The culinary skills of our master chefs are on display in an open
kitchen that makes preparation part of the gastronomic experience. Covers
80. Lunch – 12pm – 3pm Dinner – 7pm – 11:30pm
Mosaic

Location: In Hotel - All day dining

Serves: Breakfast | Lunch| | Dinner
Spans the culinary globe providing an all day dining experience located one
level above the lobby with live counters, interactive chefs, and a varied
spread of gourmet delights from across the continents. Covers 180 , Non-
stop operation from 6.00am to 1.00am. • Main meal periods where action
stations/buffet meals are served will be: Breakfast 6.00am – 10.30am Lunch
12.00pm – 3.30pm Dinner 6.30pm – 11.00pm. Cuisines includes Western,
Indian, Japanese, Chinese, Korean and Mexican.

Spice art
Location : located within hotel at a ground floor level.
Serves : Dinner Desert
Hours :7:00 pm to 11: 30 pm

Spice art is fine dining Indian restaurant serving a handpicked menu of

culinary delights from Awadhi and Mughlai cuisines covering regions of
Punjab, Delhi and Lucknow. The speciality of restaurant is led by Master of
spice , chef Hardev singh , with Awadhi cuisines expert chef Kaleem
Qureshi who together bring close to seven decades of culinary
accomplishment to the restaurant. Live ghazal singing at spice art elevates
the dining experience.
 over

MEETING ROOMS
6 Meeting Rooms
 9 ballroom tapas, vedas, sadhhya, Lumbini, kalpatru,
mosaic alfresco, and lilypond.

 480 m²/ 5166.53 ft² of Meeting Space

 20 Sales & Meeting Professionals On Site
 Largest Room Capacity: 425 Reception Style
 Largest Room Measurements: 27.0 m/88.58 ft x 11.8
m/38.71 ft (ceiling height = 4.5 m/14.76 ft)
 Smallest Room Capacity: 14 Cabaret Style
 Smallest Room Measurements: 5.19 m/17.03 ft x 7.99
m/26.21 ft (ceiling height = 4.5 m/14.76 ft)
 385 m²/ 4144 ft² of exhibit space
 12 - 8'x10' Booths can be accommodated
 
Equipment
35mm Slide Projector
Cable Modem
DVD Player
Digital Projector
Flip Chart and Markers
Group and Event Packages
LCD Projector
Laser Disc
Lectern
Microphone
Modem Lines
Overhead Projector
Stage Lights
VCR
Whiteboard
 INTRODUCTION

This is one also one of the very important department of the hotel. This
department is responsible for the serving of food as well as the sale of the
food because of the service.

WORK PERFORMED BY THE FOOD & BEVERAGE SERVICE

DEPARTMENT

They have to serve the food by the wish of guest that which type of
service he wants to take.

They have to give advice to the guest that which will be the better for
them
 To Listen the complain of the guests and staff and try to resole the same.

To prepare duty roster for all staff.

As soon as the guests deals with the check, be very near to explain any
matter on the bill in case of doubt

OBSERVATIONS (F&B SERVICE)

i. A large variety of white wines and red wines were kept keeping in the
foreign delegates.
ii. All the chef n dishes must be similar as to avoid confusion food pans
and water pans and to save time.
iii. All the cups and glasses must be placed upside down and later on just
before the service they must be placed in right manner.
iv. Foreigner takes very less time to eat Indian guest and it is convenient
for the staff to serve them.
v. Foreigners don’ t eat much spicy food and drinks lot of aerated
drinks.
vi. Water must always be checked in chef n dishes otherwise food in food
pans beings to stick to the bottom of the pan.
vii. Slices of lemon must be placed on the right hand side the cups.
viii. The turnover is very quick coffee shop.
 ix. Do not make early entry toward the guest for clearance and always
ask the guest before doing the clearance.
x. The guest is at peak in coffee shop in the morning.
xi. Buffet system is also offered to the resident guest in coffee shop in
giving the voucher.
xii. Check the booking register before doing other booking for banquet
hall.
xiii. Venue must be rightly mentioned on the venue information board so
that the guest can easily reach the right venue at the right time without
any inconvenience.
xiv. The document must reach to the kitchen and banquet in time so that
they can do the preparations in advance for the functions and
marriages.
xv. Any amendments regarding number of guests must also be informed
to kitchen and banquet immediately.
xvi. Different plates with different designs must be segrated and kept
accordingly and must be counted.
xvii. Silver service must be done from left and side and ensure that the
utensils containing food is not overfilled and clean from outside.
xviii. Tray must be properly set before delivering the order to the guest; it
should not be overfilled with food item.
xix. Then order must reach the guest in minimum possible time so that the
food is fresh and hot when served.
xx. A complementary cake and flowers basket must be placed in the room
of the newly weds or honeymoon couple.
xxi. Tea should be hot while on serving.
xxii. An option of tea and coffee with and without milk must be given to
the guest.
xxiii. Toothpick should be kept near the buffet along with tissue papers.

CHAO BELLA

Location: In Hotel - Specialty restaurant (Italian-Chinese)

Serves: Dinner
Is the first restaurant of its kind, serving authentic Chinese and traditional
Italian food.The culinary skills of our master chefs are on display in an open
kitchen that makes preparation part of the gastronomic experience.
Covers 80.
Dinner – 7pm – 11:30pm

mosaic

Location: In Hotel - All day dining

Serves: Breakfast | Lunch | Dinner
Spans the culinary globe providing an all day dining experience located one
level above the lobby with live counters, interactive chefs, and a varied
spread of gourmet delights from across the continents. Covers 180 , Non-
stop operation from 6.00am to 1.00am. • Main meal periods where action
stations/buffet meals are served will be: Breakfast 6.00am – 10.30am Lunch
12.00pm – 3.30pm Dinner 6.30pm – 11.00pm. Cuisines includes Western,
Indian, Japanese and Chinese
 BARS / LOUNGES

Dedicated Lounge (or 24 Hour Lounge)

Connexions bar & Lounge
Location: In Hotel - Bakery Shop Is a world of its own. Understated modern
decor creates an elegant ambiance where creative cocktails meet a superb
wine list. An ideal venue for exciting evenings and short eats to go along. It
is a perfect socializing solution.
 Mosaic - THE PASTRY LOUNGE

Location: In Hotel - In Hotel The finest ingredients combined with

meticulous preparation and presentation make French Heart a distinctive
gourmet experience. It serves an array of sumptuous desserts with freshly
prepared patisserie, cakes and cookies as a feature with a wide range of tea,
coffee, and specialty beverages.
 SERVICE AT RESTAURANTS
1. Greet the Guest according to the time of the day.
2. Check for his table preference and name.
3. Seat the guest.
4. Present the face towels & ashtray if required.
5. Offer condiments and clear the wine menu.
6. Present the beverage and the wine menu.
72. Take the drink and wine order.
8. Present the food menu and explain the specials.
9. Do the beverage and water service.
10. Take the food order and suggest the wine.
11. Serve the starters.
12. Check for satisfactions.
13. Clear the starter plates.
14. Relay the cutlery and place the main course chutneys.
15. Serve the main course and for repeat drink or serve wine as required.
16. Check for satisfactions.
17. Clear the main course plate and condiments.]
18. Serve the toothpick and face towel.
19. Crumb the table if required.
20. Change ashtray regularly as per standard (one bud).
21. Present the dessert menu.
22. Take the dessert order.
23. Relay the cutlery.
24. Serve the dessert.
25. Clear the dessert plate.
26. Present the post meal drink menu.
27. Serve the drink.
28. Serve the digestive (aniseed).
29. Present the check.
30. Settle the check.
 CLOSING CHECKLIST AT RESTAURANTS

1. Clean the tables

2. Clean the sideboard.
3. Close all check in Micros.
4. Inform Manager about the breakage.
25. Tie soiled linen.
6. Clean linen hamper.
7. Shut down operating machinery.
8. Clean operating machinery.
9. Wipe down pantry area.
10. Refill the side station (including salt and pepper).
11. Clean the menu.
12. Clean the hostess desk.
13. Clean the reservation book.
14. Clean the telephone.
15. Lock the hostess desk.
16. Put sale money in an envelope.
17. Take the sale print out.
18. Fill in the logbook.
19. Deposit closed checks and cashiers report in front office.
20. Deposit bank in the Front Office.
21. Clean the bar.
22. Clean the beverage menu.
23. Make the requisition.
24. Refill the bar.
25. Lock the bar.
26. Forward the telephone.
27. Switch off light and AC
28. Lock the restaurant.
29. Drop the reservation book to the grand café.
30. Deposit the key to the security, in uniform.
 OPENING CHECKLIST

1. Turn on all operating system.

2. Cancel the forward call.
3. Pickup linen suppliers.
4. Pickup store room requisition [dry, beverage]
5. Store away all suppliers.
6. Turn on all appliances.
7. Wipe tables, chairs, and sideboard.
8. Setup the restaurant.
9. Check restaurant setup.
10. Make napkin fold.
11. Check the reservations.
12. Fill water jug.
13. Fold towels and stack them in HotBox and Refrigerator.
14. Check sideboard according to the standard.
15. Stack service trays on the sideboard.
16. Open the hostess desk.
17. Clean the hostess desk.
18. Setup the hostess desk.
19. Clean the menu.
20. Clean the telephone.
21. Pick up the bank from bank room.
22. Check for paper requisition.
23. Update notice board.
24. Pickup outlet mail.
25. Clean the bar counter.
26. Stack the beverage requisition.
27. Setup the bar.
28. Prepare cocktail garnish.
29. Clean beverage menu.
30. Setup the Food Pickup Counter.
31. Attend the outlet briefing.
 MEETING ROOMS
 6 Meeting Rooms
 480 m²/ 5166.53 ft² of Meeting Space
  20 Sales & Meeting Professionals On Site
 Largest Room Capacity: 425 Reception Style
 Largest Room Measurements: 27.0 m/88.58 ft x 11.8
m/38.71 ft (ceiling height = 4.5 m/14.76 ft)
 Smallest Room Capacity: 14 Cabaret Style
 Smallest Room Measurements: 5.19 m/17.03 ft x 7.99
m/26.21 ft (ceiling height = 4.5 m/14.76 ft)
 385 m²/ 4144 ft² of exhibit space
 12 - 8'x10' Booths can be accommodated
Equipment
35mm Slide Projector
Cable Modem
DVD Player
Digital Projector
Flip Chart and Markers
Group and Event Packages
LCD Projector
Laser Disc
Lectern
Microphone
Modem Lines
Overhead Projector
Stage Lights
VCR
Whiteboard

ROOM SERVICE
 The Room Service is a very important outlet of the Food and
Beverage department. It provides food and beverages guests in their rooms
as and when ordered by them. The food is served at the exact time stated by
the guest. To avoid any delays, there is a separate Room Service elevator,
used exclusively by the Room Service staff to provide quick and efficient
service to the guests.

Generally, food and beverage orders for 2 to 3 guest are sent on Room
Service trays which are set up with all the essential cutlery and crockery.
But if the order is for a number of items or for more than 3 to 4 guests,
special Room Service trolleys are used to serve the order. These trolleys are
collapsible and when opened, have a round table shape. Below the tables are
placed food warmers which keep the food warm

There is a separate Room Service Order Taker’ s cabin which has 2

MICROS placed for Room Service Order Takers. As and when the guest
call is received, the order is taken by the Order Taker (generally a lady) and
a KOT is printed, which comes out at the printer near the Supervisor’ s
desk. The rest of the KOT procedure is same as other outlets.
After the order is served by the Room Service steward, a courtesy call
is made by the Room Service Manager to check with the guest that
everything is alright.

CO-ORDINATING DEPARTMENTS
KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads, galantines and
pates buffets of banquets.
Pantry- To pick up sandwiches, fruit platters, fresh juices, individual salad
portions.
Hot ranges & Grills- Hot food items such as steaks, chops, etc.
Bakery & Confectionery- to pick up breads, pastries, cookies and ice
creams.
Still Room- To pick up hot beverages, e.g. Tea & coffee.
KITCHEN STEWARDING
This department primarily controls the storage, issue and maintenance of
service equipment in the restaurants and kitchens. The sanitation and
hygiene of the kitchen and its overall maintenance come under this
department. It is also responsible for the employee’ s cafeteria.
BARS
The service bar located in the main kitchen dispenses wines, spirits, juices,
aerated water and tobacco. The beverage stores are located behind the
chef’ s office in the main kitchen.
STORES
The source from where the steward can pick up supplies of proprietary
sauces, stationary, etc. for the restaurant.
HOUSEKEEPING
This department is responsible for the cleanliness, maintenance and the
aesthetic beauty of the hotel. It is also the source for uniforms, linen and
flowers.
ACCOUNTS DEPARTMENT
a) Restaurant Cashier
Receives all cash and credit payments made for food and beverage sales in
the restaurant and bar. If the guest signs the bill, the steward may verify his
name and
room number by asking the restaurant cashier to check on his computer
terminal.
b) Front office cashier
This is the central point where all the checks signed by hotel residents are
collected and entered in the total bill.
ENGINEERING
This department is responsible for the maintenance of all mechanical and
electrical equipment in the restaurant. Also for controlling the air-
conditioning or heating.

FRONT OFFICE
The front office maintains a record of all guests staying in the house. This
department also co-ordinates all group movements & meal plans.
 HOUSE KEEPING

House keeping is the department of hotel who is mainly

responsible for the cleaning in rooms as well as in all public area
(lobby, restaurant, bar, toilets etc) of the hotel. They are also main
source of income in the hotel because they give beautiful &
pleasant environment to the rooms & public areas.

WORK PERFORMED BY THE HOUSE KEEPING

DEPARMENT

 They have to clean to the dirty room after the check out of
every guest.

 They have to prepare flower basket for the VIP guest.

 They have to place amenities in the guest rooms as the

category of the room.

 They are responsible for cleaning of cylinders in the hotel.

 They have to make pest control weekly monthly or

periodically to kill the germs insects etc.


INTERDEPARTMENTAL RELATIONSHIP
The importance of proper interdepartmental relationships
for the efficient and smooth running of any organisation should never be
underestimated. For the successful running of any hotel the Housekeeping
department has to maintain an appropriate relationship with other
departments of the hotel.
 The Housekeeping department maintains proper communication and
departmental co-ordination with the following departments :
 Front Office
 Engineering and Maintenance
 Food & Beverage Service
 Kitchens
 Security
HOUSE KEEPING AND FRONT OFFICE
COMMUNICATION FROM HOUSE KEEPING TO FRONT OFFICE

1. Departure rooms which are cleaned and checked are notified to Front

Office, so they can again sell the rooms.

2. All stay over guest’ s information is sent to Front Office.

3. All sleep out room’ s information is sent to Front Office. This is

important as the guest might be a skipper.

4. Rooms blocked for repairs, spring cleaning or maintenance are informed

to Fornt Office.
5. If any extra person is staying in the room it is to be informed to the Front

Office.
6. Any unusual observation in the guest room or any other area of the hotel

is to be informed to the Front Office e.g. scanty baggage, suspicious

person or object etc.
7. Discrepancy report is sent to the Front Office daily.

8. DND rooms are informed to the Front Office.

9. Details about lost & found articles are also given to the Front Office.
10. The guest laundry bills are sent to the Front Office cashier.

COMMUNICATION FROM FRONT OFFICE TO HOUSEKEEPING

1. VIP OR VVIP’ S arrival list is sent to house keeping this is done in

order to prepare according to the VIP standards i.e. all the VIP
amenities are placed etc.
2. MOVEMENT LIST, it has the information about the expected arrivals
and departure of the day.
3. Group arrival schedule is sent to the Housekeeping .
4. The Front Office gives information about scanty baggage guest, so
that Housekeeping can keep a watch on guest.
5. Room changed by the guest is informed to the Housekeeping.
HOUSEKEEPING AND MAINTENANCE
Good cooperation between the Housekeeping and maintenance
department of a hotel is very essential for the smooth functioning of the
hotel. Whenever there is a problem with the electricity, plumbing, masonry,
carpentry etc., anywhere in the hotel then it is informed to the maintenance
department.

1. Maintenance job information is sent from house keeping department to

maintenance to do a job on floors or public areas.
2. Schedule for spring cleaning or blocking of floor is given to the
maintenance, so that the jobs could also be carried out in that area.
HOUSEKEEPING AND F&B SERVICE
Housekeeping is responsible for cleaning various outlets like
banquets, coffee shops and restaurants. The supply of linen and the
uniforms of the staff are provided by the housekeeping.

HOUSEKEEPING AND KITCHENS

There is no direct relationship between housekeeping
and kitchens. The housekeeping provides fresh uniforms to
the kitchen staff against the soiled uniforms.

CONTROL-DESK
It is situated on the service floor near the executive Housekeeper’ s
office. It is the central nervous system of the housekeeping department.
From here all the information is passed and taken from various outlets and
floors.

FUNCTIONS OF THE DESK :

1. Attending guest calls and handling complaints on the phone. The guests
usually ask for laundry service and other requirements like soaps, towels
etc.
2. Taking the departure room from the Front Office and releasing the
cleaned rooms
3. Informing the room attendants for work like putting extra, water in the
guest room , collecting guest laundry etc.
4. Informing the maintenance department about maintenance job in floor or
public areas.
5. Filling the lost & found register, making the lost & found slip and
putting the items in the lost & found cupboard.
6. Issuing floor keys and collecting them during different shift.
7. Filling the log book at the end of each shift .

REGISTERS MAINTAINED IN THE CONTROL DESK

1. KEY REGISTER : Record of all keys are maintained in this register.
2. LOST AND FOUND REGISTER : It has all the information about the
lost & found articles.
3. COMPLAINT REGISTER : Guest complaints are written in this
register.
4. FLOOR SUPERVISOR REGISTER : One register is maintained for
each floor . All the room checked, room status, etc. information is
written.
5. LOG BOOK : It is used for writing instruction and information for the
next shift.
6. STAFF ATTENDANCE & GROOMING REGISTER : The attendance
of all the staff is taken daily and their personnel grooming is also
checked , these are recorded in this register.
7. STORE REGISTER : The record of the items received from the main
store and items issued to floor pantry are written in this register.

CLEANING PROCEDURE
VACANT ROOM
 A vacant room is one which has not been let last night i.e. there is
no guest in the room. Since it is a night ready room, the following jobs will
have to be done to convert it to a day- ready room.
1. Open out the curtains.
2. Put off the bedside light.
3. Remove the Breakfast Door knob order and replace on the bed side
table ledge or writing table drawer.
4. Convert Night-bed to Day-bed.
5. Change the drinking water.
6. Dust all the furniture, bath and wash basin as well as otherwise when
water is put in a film of dust can form.
7. Flush the toilet daily.
8. If a room is vacant for several days then:
a) Wash the bathroom floor.

b) Vaccum clean the carpet.

c) If there is a balcony or terrace, wash the floor.

OCCUPIED ROOM
A stay over room has guest staying, who are not due to
leave on that i.e. the room maintain the occupied status.

Cleaning will vary in an occupied room as the guest’ s

belongings are placed in the room. A general set rule is to never touch
guests’ belongings. Do not open drawers since the guests have their
personal belongings. Replenish room amenities and supplies. Arrange shoes
and slippers. Hang the clothes in the wardrobe and also fold and put in the
original place where it was.
 The following procedure is to be followed while cleaning
an occupied room:
1. Place trolley outside the room, in the corridor.
2. Pull back the curtains, open windows to ventilate the room.
3. Empty the ash trays and waste basins.

4. Remake the beds.

5. Clean the bathroom.
6. Remove all soiled linen( bathroom and bed linen ). Place them in the
linen bag in linen trolley.
7. Check the room for cob web or any insect.
8. Close the windows.
9. With the damp duster, dust the furniture, moving in a clockwise
direction.
10. Check that all the electrical fittings, T.V. etc. are working. If not, note it

down and report to the Floor supervisor. Also report anything missing or
damaged.
11. Replace ashtrays and waste basins.

12. Vacuum the floor and upholstered furniture.

13. Check the room appearance, straighten as necessary any pictures,

curtains etc. and remove any smears on the mirror or furniture. If mirror
cleaning looks to be necessary then inform the Desk supervisor or the
Floor supervisor.

DEPARTURE ROOM
 Cleaning of a departure is carried very carefully. The
following steps are to be taken in cleaning of a departure :
1. Place trolley outside the room, in the corridor.

2. Pull back the curtains, open windows to ventilate the room.

3. Empty the ash trays and waste basins.

4. Remake the beds.

5. Clean the bathroom.

6. Remove all soiled linen( bathroom and bed linen ). Place them in the

linen bag in linen trolley.

7. Check the room for cob web or any insect.

8. Close the windows.

9. With the damp duster, dust the furniture, moving in a clockwise

direction.
10. Check that all the electrical fittings, TV etc. are working. If not, note it

down and report to the Floor supervisor. Also report anything missing or
damaged.
11. Replace ashtrays and waste basins.

12. Vacuum the floor and upholstered furniture.

13. Check the room appearance, straighten as necessary any pictures,

curtains etc. and remove any smears on the mirror or furniture. If mirror
cleaning looks to be necessary then inform the Desk supervisor or the
Floor supervisor.
14. Make sure that the room is locked properly while leaving the room. It
should be never left open in any
circumstances.
BATHROOMS
A clean bathroom gives the guest idea about the hygiene standard of
the hotel. Following steps are followed for cleaning the bathroom:

1. Wash and dry ashtray of bathroom.

2. Empty and clean the sanibin.
3. Clean the glass shelf and place fresh gargle glasses.
4. Clean the bathtub ,paying attention to waste grid overflow plug and
chain, and taps. Wipe over the bath panels, tiles, shower head, shower
curtains, towel rack, soap holder, grip bar etc.
5. Clean the W.C. using toilet brush and wipe the outside and both sides of
the seat with a disinfectant. Wipe flush handle, pipe and tiles.
6. Wash your hands and clean the wash basin, paying attention to waste
grid, overflow plug and chain, taps, underside of bowl, vanity unit, panels
and mirrors.
7. Place clean towels on the towel rack. Check toilet paper and replenish the

guest supplies.
8. Wash floor using the bucket from trolley and sponge mop. Take care

with corner and area behind the door. Water must be changed when dirty.
Replace the sanibin and leave the door ajar.

TURN-DOWN SERVICE

The house keeping department provides the Evening service to all the
occupied rooms as well as expected arrival rooms. The following services
are provided in this time :

THE ROOM
1. Close and draw the curtain.
2. Put on the bedside lamp.
3. Remove the bed spread, fold and keep in wardrobe shelf, turn down
the bed.
4. Empty out the dustbin and ashtray (if required).
5. Dust the room (if required).
6. Place the BREAKFAST KNOB CARD on the bed.
7. Vacuum clean the room (if required).
8. Fill water in the flask.

THE BATHROOM
1. Replace any used towel.
2. Clean bath, W.C. and washbasin (if required).
3. Clean the mirror.
4. Replace any supplies (if required).
5. Clean the floor (if
required).

PUBLIC AREA CLEANING

Public areas include lobby, guest elevators,
restaurants, health club, executive offices, beauty parlor, main porch etc.
These areas are the guest contact areas for the hotel, so they must be look
their best at all time.
If the lobby is littered, the whole establishment
suffers, as it create a bad impression on the guest. The public area cleaning
job like floor washing, moping, vacuuming, etc. or using heavy / noisy
equipment is carried out during the night or early morning hours, as the
public moment is less during these hour.

LOBBY CLEANING
The lobby is the area that requires constant vigil not only
because heavy public traffic mark-mitts passage by foot prints, cigarette
stubs, and dust but also because the of the lobby is all important if an
institution is have a favorable impact on the new arrivals.

Matting or carpet put down at the entrance can be helpful

but if crowd come and goes frequently, a house-man should be assigned to
see that entrances are kept moped throughout the day and no litter is there in
the lobby . cleaning and emptying out the ashtrays is another continuos job
for the house-man on duty in the lobby.

Night house-man’ s jobs for the lobby are scrubbing of

the lobby floor, vacuum and shampooing carpets, cleaning glasses, polishing
doors, etc.
GUEST ELEVATORS
Like lobby the elevators are used frequently . Due to
heavy flow of guest, with their luggage, in the elevators the floor and walls
of elevators are damage. These are the most difficult mark to remove.
Therefore a constant cleaning and maintenance is required.
STAIRWAY
All stairs are to be moped daily. These should be regularly
polished and checked for maintenance.
CORRIDORS
Clean corridors reflect the cleanliness standards of the
hotel. A very important aspect to be checked is that the room service trays
should never be placed along the corridor. Stating from the top all ceiling
and wall fitting are to be dusted . all the doors are wiped clean and corridor
carpets are to be vacuum daily

RESTAURANTS
Restaurants are the privilege of the hotel. They should live
up to the reputation of the hotel. Thus constant care of the restaurant to make
it look presentable is a must. This is a place where there are chances of left
over food derbies which may lead to the inflow of rodents and insects. Thus
restaurant should be sprayed with pesticide in the night.

Cleaning work in the restaurant should be done during the

night time because that is the time when the restaurant is least occupied .
The following is to be carried out:

1. Clean tables and chairs thoroughly using upholstery brush and vacuum
around the table.
2. Wipe the window edges and window panes.
3. Do dusting or remove the stain if any on walls.
4. Vacuum the carpet.

Cleaning of restaurant should be done after it has been closed for the
day. Coffee shop cleaning should be done in parts as it is open for 24hrs.
PUBLIC AREA RESTROOMS
Public area restroom should be clean all the time. The restroom in the
lobby , restaurants and banquets should be thoroughly cleaned in the night
shift. During the day time, after regular interval of time the restroom should
be checked.

WORK FLOW CHART OF HOUSE KEEPING

The work flow in the Housekeeping department can be summarised as the

functions of its operative and supervisory level staff. This may be done by outlining their
routine tasks as follows :

ROOM ATTENDANT
1. Collect section key.
2. Stacking of trolleys with linen &supplies.
3. Check for CLEAN MY ROOM card and servicing the same.
4. Cleaning departure room, occupied room and vacant room in the
same priority.
5. Making bed , dusting , vacuuming, cleaning toilet and replenishing

supplies.
6. Filling occupancy status .

7. Reporting maintenance jobs .

8. Returning unused supplies to the pantry.
9. Leave the section key at the desk, at the end of shift.
10. The late duty attendant does servicing of room if any left over from
the morning shift, due to DND or guest request.
11. The late duty attendant does turn down service in the room .

HOUSEMAN (FLOOR)

1. Collect fresh linen and transport to the floor pantry.

2. Disposing off the garbage in the trolley.
3. Cleaning of pantry and service area.
4. Help room attendant in spring cleaning .
5. Do heavy cleaning windows , under the bed etc.

HOUSEMAN (PUBLIC AREA)

1. Dusting all furniture and accessories.

2. Dry mopping of carpets and floors respectively.
3. To remove garbage and clean out ashtrays.
4. To brasso all door handles , brass plates and other brass fixtures.
5. To clean glass surfaces.
6. Banquet house-man is also in-charge of the banquet courtyard and he
also act as a reliever for the lobby house-man.
FLOOR SUPERVISOR
1. Check log book for previous day’ s messages.
2. Take room status.
3. Collect floor master key.
4. Briefing of HK staff.
5. Inspect all vacant room and night clear room and clear them to front
office.
6. Check immediate maintenance jobs and inform the Engineering
Department.
7. Collect the occupancy from room attendant and list of DND room.
8. Fill the FLOOR SUPERVISOR CHECKLIST and FLOOR
REGISTER.
9. Maintain inventory and control of guest supplies and equipment on
floor.
10. To enter lost and found article , from the floor at the HK desk.
11. Return the master key of the floor ,at the end of shift.
PUBLIC AREA SUPERVISOR
1. Takes the round of the public area.
2. Keeps a check on the house-men working in the public area.
3. Check on flower arrangement in public area .
4. Check on the basement and swimming pool.
5. Check the banquet cleaning.

NIGHT SUPERVISOR
1. Check the departure room in the night.

2. Write the NIGHT SUPERVISOR REPORT in the log book.

3. Check the cleaning done by the house-men.

KEY CONTROL PROCEDURE

The house keeping holds keys with which guest rooms can be opened.
There fore a control is necessary to ensure the guest’ s and his
belonging’ s security.
 All keys are issued to the staff at the starting of each shift and
collected at the end of shift, from the control desk. While issuing and
depositing the key all have to sign the register.

LOST AND FOUND PROCEDURE

Often the guests forget some of their belongings in the

room while checking out of the hotel. Such items when found by any of the
hotel staff are to be deposited in the house keeping department.

Whenever an item is found an entry is made in the log

book. If the item is not useful to the guest then the guest gifts it to the room
boy. A non returnable gate pass is made in the name of the finder. It is then
signed by the Executive House keeper and the lobby manager. An entry is
made in lost and found register.

If the guest has forgotten an item in the room, then it’ s

entry is made in the log book and in the lost and found register. There are
three copies of the lost and found slip, which is white in colour and is kept
with the article. The second copy, which is green in colour, is sent to the front
office manger, who to guest about it. The third copy, which is yellow in
colour, remains in the control desk for record.

The guest is reminded thrice , if he does not respond

within six month of finding of the article is either auction or given to the
finder of the article.
All lost and found are classified into the following types:
1. VALUABLE- e.g. Gold items, money, camera etc. If these items are
found in the room then they are kept for one year.
2. INVALUABLE- e.g. Clothes, books, toys etc. If these items are found in
the room then they are kept for three months.
3. PERISHABLE- e.g. Edible items, drinks like beer, scotch, whiskey are
given in the food and beverage department. Edible items are given to the
finder.

All valuable items are kept with the Executive house keeper or
security and all invaluable items are kept with the deputy house keeper.
Whenever the guest comes to collect the item, he signs in the register for the
item. Then this information is entered in the lost and found register.
Whenever the items are given to the finder i.e. after a particular period of
time, they are also given a gate pass to identify the item with the security at
the time of leaving the hotel at the time office so that they are allowed to
remove the item from the hotel’ s premises.

LINEN ROOM

In the linen room all staff uniforms and linen are kept. Linen and
uniforms are issued to the staff on the basis of ‘ Clean for the Dirty’ .
Mending work of the linen and uniform is done in the linen room.
 Uniforms are arranged number-wise, i.e. all the staff is given a
number which is written on their uniform and with their department code.

Linen room is managed by one linen room supervisor, one

tailor and one house-man. Fresh uniform for the staff is made in the linen
room.

LAUNDRY
The laundry is an important sub-department of the house-
keeping department. The various services provided by the laundry are :

1. Guest laundry : the guest’ s clothes are taken from the guest room after
receiving a call from the guest who wants the services of a laundry. A
laundry list is placed in the room which the guest fills, of which one copy
 is given to the guest and other two are for the front office cashier and the
laundry records. Laundry charges are posted in the guest room account.
2. Dry-cleaning service
3. Ironing
4. Hotel linen washing
EQUIPMENT USED

1. Washer (capacity 50 kg)—Snow White Engg. Co.

2. 02 Hydro machine (capacity 25 kg) – Stefab Engg. Co.
3. Washer (capacity 100 kg)—Stefab Engg. Co.
4. Dry tumbler machine (capacity 50 kg)—Snow White Engg. Co.
5. Vap-o-jet
6. Calendring machine
CLEANING AGENTS
1. Clax 100 detergent
2. Clax boost whitener
3. Clax hour—removes yellow tinge
4. Clax comfort—provides softness and perfume
Liquid bleach—to remove stains

CLEANING EQUIPMENTS AND AGENTS

1. ABRASIVES USED FOR HOUSE KEEPING

A. TASKI R4 SHINE UP R4
FURNICTURE MAINTAINCE
5 LIT
 MADE BY JHONSON DIVERSEY

B. TASKI SPRIL F11Y

FLOOR CLEANER
Concentrated liquid detergent for all kinds of soiled surfaces
5 LIT
Normally soil - 5-10 ml of 1 lit
Heavily soil - 20 ml of 1 lit
Patches & spots - directly use

C. TASKI R2
SURFACES CLEANER
Hygienic hard surfaces cleaner concentrate
5 LIT
Hard surfaces cleaning -20-40 ml of 1 lit
Glass cleaning - 10-20 ml of 1 lit

D. TASKI AIR FRESHNER R5

ROOM FRESHNER
Used to make freshness in the rooms
5 LIT
Directly use in the rooms

E. TASKI TR 101 F 71
CARPET SHAMPOO
Lightly soil - 300ml in 10 lit
Heavily soil - 1000 ml in 10 lit

F. TASKI R6
TOILET BOWL CLEANER
 EQUIPMENTS

Equipments used in Hotel

1. Electric equipments

2. Manual equipments

1. ELECTRIC EQUIPMENTS

A. Tea/coffee making machine

Gsl-s1.21
220v/50Hz
1500watt

B. Electric vacuum cleaner

Made by Taski
220v/50Hz
1500watt

C. Electric floor polishing machine

Made by Taski
220v/50Hz
2000watt

MANUAL EQUIPMENTS

A. BRUSHES

Toilet brush
 Sink brush
Scrubbing brush0
Carper brush
Cane chair brush
Wall brush
Feather brush
Upholstery brush

Nylon scrap brush Soft bristle carpet brush Soft nylon

toilet brush

B. BROOMS
Firm brooms
Yard brooms
Soft brooms

Yard broom Yard broom

C. MOPS
Dry mops
Wet mops
D. CLOTHS
Dusters
Mitts
Swabs

E. CONTAINER
Bucket (pails)
Polish applicator trays
Sprays bottles
Dustpans
Dust bins
 Sani

bins
 INTRODUCTION

Front office is the department of hotel who is firstly involve with

guest. They also provide the rooms to the guests & many services
like wake up call airport pick up & drop etc

WORK PERFORMED BY THE FRONT OFFICE DEPARMENT.

 1. They are responsible for the reservation ,Registration &
issue of room

2. They have to solve the guest problem whether it is related to

any department

3. .As they meet the guest first of all they are responsible for
guest stay as first impression is last impression

4. They are responsible for wake up call

5. They are responsible for placing of newspaper & books

related to the city, state or sport

DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office are

1. Reception.
2. Cashier.
3. Concierge.
4. Telex and Fax.
5. Reservation

INTER DEPARTMENTAL CO-ORDINATION

HOUSE KEEPING :

The co-ordination between these two departments is of very great

importance for the running of the. hotel. The reason is that the House
Keeping does the up keeping & the cleaning up of the rooms & the Front
office does the selling up of the room or we can say that one prepares & the
other sells it. House Keeping sends the occupancy report twice daily. which
gives the status of the room whether it is occupied, occupied ready, vacant,
vacant ready, out of order etc. With that list only the selling done.
Meanwhile the details-of the rooms are fed into the computer by the House
Keeping department.
Front Office immediately gets the report on their screen. Arrival of any VIP
guest is informed to the -House Keeping well in advance to keep all the VIP
amenities in the room, one hour before the guest checks in the room. The
room verification report helps in preparing the room discrepancy report also.

FOOD & BEVERAGE SERVICE :

The co-ordination between these two departments is necessary to give the

maximum comfort to the guest. Front Office has to inform the Room
Service well in advance if there are any special food items to be kept for
any. VIP checks ins, for e.g. chocolates, complimentary fruit basket, wine
etc. The service & the clearance of the welcome drink for any VIP group
check in is done by the Room Service staff only. The cash department of the
Front Office deals with the payments made by the guests for mini bar, in
house restaurants, etc.

FOOD & BEVERAGE PRODUCTION :

Front Office informs the kitchen for the preparation of the welcome drinks
well in advance & the kitchen is also informed by the Front Office through
the Room Service for any special cake that the guest has asked for.
I.S.D. (COMPUTER CENTRE) :

The Computer Centre has to give the Front Office all the support in the
efficient running of the computer systems as the entire hotel is attached to
one network. If the Front Office faces problem in any of the running
terminals then the I.S.D. rectifies it.
ENGINEERING :
All the guest complaints are given to the concierge which at once informs
the engineering departments & it is looked after promptly.

ASSISTANT MANAGER – FRONT OFFICE

RESPONSIBILITIES:
To be proactive to the needs of the client. Visibly available in any case.
The Lobby guest movement hours.
To keep an overall eye on the security, cleanliness.
Maintenance of the hotel and uphold employee discipline.
To be fully conversant with the hotel operation as whole.

RECEPTION

It plays an important role in the front office setup. 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 functions, the main one being
checking in or allotting rooms for individuals or groups.
 When the guest arrives at the hotel, he first approaches the reception
counter to give in his name if he has a reservation, If the guest has booked a
room in advance then a reservation card with all the details are printed and
kept ready.

In the case of a walk-in, the receptionist fills out the registration card
and checks the computer for vacant rooms. The receptionist checks up with
the assigned rooms report also to ensure that the room allotted is vacant.
The key card is filled up and the appropriate key is placed in the card and
handed over to the guest. For registration, everything is done on the
computer. Hence manual labor is saved on as the guests check in and are
billed directly through the computer as the entire hotel operations runs on
computer.

A group coordinator always awaits the group to check in. The group
leader is then taken to the Bell Desk/Side desk, here the group coordinator
checks with the rooming list. The group coordinator allots the keys along
with the key cards. The rooming list is also needed to identify the guest
baggage. The bellboys then carry the baggage up and in this manner a group
is checked in.
FUNCTIONS PERFORMED :

RECEIVING MESSAGES : A hotel provides a complex series of services

to guest and in order that all are co-ordinate communication is very essential.
Incoming calls are transferred to the guest. If the guest are not available the
message are noted down and the message light is turned on for the room. So
that the guest comes to know that there is a message for him at the reception.

TRANSMITTAL SLIP : It is a facility provided to the guest. In case the

guest needs a car for the day as incase of airport pickup or a drop to some
place, transmittal slips are filled in. This is prepared in duplicate. The
Lobby manager has to sign on it.

ROOM CHANGE : In case of room change, a change slip is filled in.

Four copies are prepared. They are for the following departments :-
 Bill Department copy.
 Room Service Copy.
 House Keeping Copy.
 Telephone copy.

MAINTENANCE : In case of maintenance of anything in the reception

department. A maintenance order is filled. It is prepared in duplicate.

HANDOVER : During the change of shifts the person working has to

handover all the responsibilities to the person who has come in. For this a
handover slip is filled up and also writes down the necessary work to be
performed by the next shift. So that work can be carried out smoothly.

INTERNAL COMMUNICATION UNIT

An important part of the reception is the ICU. This area is located at the
back of the reception It is the place from where the messages are received
noted into a log book, fed into the computer for a particular guest in his
reservation folio. Put in a message envelope and slipped through the guest
door .Another important function of this area is to receive and sent faxes. All
the reg. cards are printed and sent from here.

EXPECTING A CALL/MESSAGE SLIP

Expecting a Call slip is filled up by the guest or by the receptionist. If the
guest is expecting a call but he is not there in his room but some where in the
hotel only.
Message slip is a type of slip, which is filled up by the receptionist along
with the message in case the guest is not available in the hotel.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he check’ s-in,
and it mainly consists of Name, Address Organization, designation, &
nationality and in case of a foreigner it contains his passport no. details
along with Room no. Date of arrival and departure. And the mode of
payment.

Finally the guest has to sign a declaration that he will release the room
by checkout time whatever it is on the departure date.

ROOM KEY CARD

Room key Card is issued by the receptionist of the Front office Department
to the guest, who checks- in the hotel. It is a card, which is used as a
identification card by the guest in the hotel while requesting for the key,
signing in the restaurant, bar and on checkout, On one side of the card it
contains Name, Room no., rate, arrival & departure and on one side is the
different outlet’ s of the hotel along with their timing’ s are given.
RESERVATION CARD :
A reservation card is one that is filled in at the time of check in. The details
extended are :-
NAME OF GUEST.
DESIGNATION AND OCCUPATION OF GUEST
NATIONALITY
DATE AND PLCE OF ISSUE OF PASSPORT.
DURATION OF STAY IN INDIA
PERMANENT ADDRESS
DATE OF ARRIVAL IN INDIA
ARRIVED FROM
IF EMPLOYED IN INDIA
REGISTRATION CERTIFICATE NUMBER
DATE AND PLCE OF ISSUE
NUMBER OF PERSONS STAYING
NEXT DESIGNATION
DATE OF ARRIVAL
TIME OF ARRIVAL
DATE OF DEPARTURE
BILLING INSTRUCTIONS
 CONCIERGE

The concierge counter at the Hotel is situated alongside the reception

counter. They both belong to one counter but are distinctly separated from
each other due to sign boards.

Guest also demands stamps and they are sold from the information counter
itself, but a general rule adopted at the hotel is that no stamps are to be sold
to outsiders. So only those staying at the hotel can avail of this facility at the
information desk handling of keys message is also done whenever needed.
The concierge staff is mainly to look after the needs of the guest and make
the guest welcome and feel at home. The way in which help is given differs
according to the needs of the guest.

Here, the hostess can do reservations in restaurants for the guest. Guidance
the tours conducted, plays or movies running in tour for entertainment etc. If
any additional item is required and if it is not possible for the housekeeper to
provide it, the hospitality department takes over.

CASHIER

The cashier is adjoining the reception and information counter but is situated
at the corner. It does not face the entrance through the lobby at the HOTEL
its main function is to maintain guest folios. The posting of charges from
departmental vouchers to guest bills is carried out here. At check out time
the bill/folios are closed by the casher.

The Second copy of the registration card of a guest is attached along with his
correspondence and is placed here. All the miscellaneous bills are
immediately added to the room bill and fed into computer.
Apart from this the cashier in in-charge of handling petty cash and to keep
safe custody of guest valuables. If valuables are lost in the room then the
hotel is responsible for such losses. If a guest wishes to make use of a safety
vault, then the cashier issues it and the rent is charged.

The Cashier department is important but equally risky as there is an inflow

and outflow of lot of money everyday.

FRONT OFFICE ACCOUNTING CYCLE

There are three important stages in the front accounting cycle these are:
 Creation of accounts.
 Maintenance of accounts.
 Settlement of accounts.

Creation of Accounts :
A guest folio is usually created at the time of his check in. As soon as the
guest checks in at The HOTEL a folio in his name is created in the computer
terminal. Most of the times a house or credit limit may be created.
Maintenance of accounts :
The act of recording the transaction on to the guest folio is called posting.
There are two types posting:
1. Credit entry.
2. Debit entry.
Most common Debit Entries:
 Room Charges
 Restaurant Charges
 Telephone
 Laundry
Use of Other Hotel facilities
Most common Credit entries:
 Pre Payment
 Payment for part of the bill
 Payment for final settlement
THE BELL DESK

On Arrival guest luggage is taken in the trolley with the guest to the
reception and wait to get the check in procedure completed. Luggage is
carried along with the guest to his room. Guest is explained about the fittings
facilities in the room. Bell Boy errand card(arrival) is taken from reception
at the time of carrying the luggage and then filled in and maintained. Arrival
departure of the guest is notified in the bell captains control sheet. Scanty
baggage guests are marked and the report is signed from the reception (even
in case of regular guests.)
Luggage Room
The luggage room is next to bell desk and has racks to store the luggage
properly. When a guest requests for his luggage to be stored in the luggage
room a tag is attached to the luggage and receipt given to the guest with
room no., date and running and type of baggage. A luggage room register is
maintained which is then cancelled when the guest takes back his luggage.
In House report, Room Verification report and Expected Arrivals Report is
received from the computer room and is helpful in functioning of the bell
desk.
Guest special request are satisfied by Bell Boys, like buying some things
from market etc. Guest mails are mailed for the guest on some cost.
Messages and guest fax distribution is handled by concierge.

ARRIVAL
On check in of the guest, the Bellboy is given on Errand to go and leave the
guests belongings in the room. It notes down the date, Attendants name, and
guest name room number, Description of baggage.
DEPARTURE
BELL BOY ERRAND CARD
When a guest is checking out then a departure card is gig van to the bell boy,
till the time the bell boy is in the room he also has to check if all the
equipment is in perfect cooking order and has no damage. It notes down the
attendant Numbers, Date, Room Number, guests Name, clearance from
Cashier, reception, Information.
BACK OFFICE
The Back office generally does all the paper work on a guest arrival. The
people in the back office are not constant. The Receptionist from the From
Desk come in and do the work, However, there is a telephone operator to
handle all calls. The receptionist from the front Desk come in and does the
work, however, there is a telephone operator to handle all calls. The
receptionist also has to attend calls and give information to the guests,
outsiders generally call to ask whether a particular guest is or not as they
would like to speak to the party concerned.
When a receptionist checks a guest in on the computer, she does not have
much time to enter all the details. So all the passport details and address and
the next destination, etc, are all entered into the computer in the back office.
Then the registration card is separated from the bard card and it is filled. The
bard card is sent to the cashier along with any correspondence from or on
behalf of the guest to the hotel, after being checked by the Lobby manager.

REPORTS
MANY REPORTS ARE PREPARED BY THE RESERVATIONS
There is a whole list of reports to be printed such as :-
Assigned Rooms Report.
Available Rooms Report.
Check out Rooms Report.
House use Rooms Report.
Occupied Rooms Report.
Guest list by Room number.
Check in Report.
Room charge Report
Discrepancy Report
Crew Report
Missing keys report.
Assigned Rooms Report
Assigned rooms report is a report of all the rooms, which have been already
allocated to the guest by the concierge. The receptionist cannot give these
rooms to the other guest.
Available Rooms Report
This report shows all the rooms, which can be given to guests as they are
vacant. A fresh available report should be printed as often as possible as
there are so many guests who check in and so many who check out.
Check out Rooms Report
This report shows all the rooms that are vacant, but are not yet ready to give
guests as the housekeeping department has yet to service them. They make
check out rooms available.

RESERVATIONS
Reservations as the name suggest handles reservation of rooms in TOND
outstation reservations are taken by the IRS (instant reservations).
Reservations are the backbone of Front Office and are supported by Sales &
marketing division and HOTEL in Centre for Reservations.
Medium of Reservations
Telephone : TEL
Telex/Cable : TLX / FAX
Letters : LTR
Verbal :
Major sources of Reservation (business producers – TA/DIR/Inter Hotels)
TA : Travel Agents (Local or Foreign)
DIR : FITs (Free Individual Traveller)
TA : Tour Operators
Dir : Companies
EMB : Embassies
LHW/LRI/
DER/STR : Hotel Reps.
Air : Airlines
CRS : Central Reservations
: Inter-Hotels-use hotel code like HOT, HOG etc.
GUARANTED RESERVATION :

A reservation under which the guest will guarantee to pay for the room even
if its not used, unless the guest has followed the hotels prearranged
cancellation procedure. In return the hotel holds the room till the check out
time of the guest. For a guaranteed reservation, an advance payment is taken
from the guest.
NON GUARANTEED RESERVATION :
A non-guaranteed reservation is a reservation in which a guest has just
agreed to stay in the hotel without any pre-payment.
At the HOTEL, in case of a non-guaranteed room, the room is held for the
guest till 1800 hrs the same day, after which it is released for sale but prior
information regarding this policy is always given to the guest.

EARLY CHECK – IN :
This term means that the guest would check in to the hotel before the
standard check in time of 1200 noon.
CASE I
In case the guest wants to check in after 7:00 am on the day of check in, he
may be allowed that without any extra charge by any member of the front
office team,.
CASE 2
In case the guest wants to check in before 7:oo am on the day of arrival, he
is charged for one extra day however the decision lies in the hands of
Fom/Asst. as to whether to charge or not .

MODES OF RESERVATION
The different modes through reservation request are made to the hotel are as
follows:
 Personally
 Letters
 Telephone
 Telex
 Fax
 E-Mail
However most of the times the reservations are made either by Telephone or
Fax
HOW TO TAKE A RESERVATION ON THE PHONE
Answer promptly – greet the caller by mentioning time of day and
department and offer to help.
Take down all the details on the printed reservations form.
Check the status of the room-availability and thereby confirm/regret/wait
list.
Ask for a written request especially for billing instructions, which should
never be accepted verbally.
e. Thank the caller.
Processing a Reservation
Check under the Guest History (GHD) if we have any prior information on
the guest.
If we do have the above than the folio is created from history (HC). If not
then a fresh Guest folio is called up (CGU), check Company Account
Directory (CAD) # and fill-up Company Account Directory # on folio.
The folio is filled in with all the details available and then created on
computer by pressing control F2 after doing the needful.
From this point onwards the guests’ reservations is in a “ PREREG” status
till the time the guest checks-in when the status is changed to “ REG” .
Then create the BT screen for billing instructions, if any.
Create the TA screen, if the booking is through a T A.
The guest folio # is then written on the reservation correspondence and
circled.
The correspondence is the filed date-wise for the present month and month-
wise for future months.
Group Reservations
They are done in the same way as for FITs with the following additions :
Request for the rooming list at least a fortnight prior to arrival.
Special meal plans must be decided before check-in.
Billing instructions for breakdown of accounts.
Time of arr/dep must be taken down.
Normally the passport details are submitted at the time of arrival of the
group.
Processing GRP Res.
Call up a blank group folio by doing a CGP.
Fill in the relevant details as required.
Create the folio by pressing control 2. Thus we have pre-reg group.
On receipt of the Group Rooming List, call up a blank folio by a CGU
command.
Fill in all the details for any one-group member. Do make an entry of the
group folio no. in the relevant blank.
Create the folio by control 2 and then repeat the folio through control 3.
Change relevant details of the next group members and then update this
folio.
Repeat this process to individual folio for all group members are created.

Meal Arrangements
 Call up the Meal Arrangement Screen by enters “ MA” fill in the
relevant details and then create through control 2.
 Create the Travel Agents details and the Billing Instructions in the
same way as for Fits.
 Check the Group Member Directory to ensure all group members are
pre-registered.
 If the group has made any deposit make the relevant entries.
 Note the group folio # on the correspondence.
 The individual folio nos. May be noted alongside the names on the
rooming list.

Filling
It is important to create many copies of the correspondence for one group
with many visits. One copy of correspondence can be filed in each date of
arrival. A master file may also be created for large groups with many visits.
Group Cancellations
Group cancellations should be done at least 30 days before the arrival of the
group, otherwise, retention may be charged to the
a. Size of groups
b. Relation between TA and hotel.
c. Inconvenience caused.
d. Loss of revenue.

Cancellation / Amendment
a. On receiving a call for cancellation or amendment, take down all
necessary details on the printed form. It is very important to take the
Contact No. and the name of the person requesting the
cancellation/amendment.
b. Retrieve the earlier booking by first doing an ARR or GU then display
the folio by doing a “ FO” (Space) #
For a cancellation, change the status from “ PREREG” to “ CXL”
and enter the name and contact no. of the person authorizing the
cancellation in the note column. Then update the folio by pressing
control 2 after doing the preliminaries.
For an amendment change the relevant details on the folio and then
update the folio (after checking status)
c. After the above process attach the new correspondence to the original
and file it as same as before.
 FOOD PRODUCTION
This is the department which is responsible for the food because
they have to cook the food for guests on their demands. The food is
cooked by the department is then go to the F&B service department
 which then served by the any member of department. Quality of food is
responsible for the sale of food.

WORK PERFORMED BY THE F & B PRODUCTION

DEPARTMENT

 The main worked performed by this department is to cook

the food on demand of guest with standard method.
 They have to maintain the food cost s o that the hotel can
earn maximum profit which will give the service charge as
well as the bonus.
 They have to give order of fresh vegetables, fruits or else on
the order of food by the guest so that the wastage of food can
be reduced.
 They are responsible for the food prepared for the staff in the
cafeteria as they have to cook the food in bulk there should
be the wastage of food, so for to reduced this matter they
have to aware.

KITCHEN
The following are the various sections of kitchen and the functions each
sections carries out.
BUTCHERY
 1. Preparation of basic Banquets/A La Carte/Coffee Shop cuts of various
carcasses i.e. Beef, Lamb Chicken, Pork, and Fish etc.
2. To check the quality characteristics of various meat items.
3. Deboning and cleaning of various carcasses.
4. a) Yield from various carcasses and recording of same on Butchery
yield chart.
b) Idea of cost of various cuts/meats.
5. Method of storage and temperatures of various meats.
6. The use of meat trimins and deboned carcasses from the butchery in
stocks soups and sauces.
7. Co-ordination of butchery with stores and receiving.
8. Portioning of all meat items done in the butchery. Weight and sizes of
various cuts of meat.
9. Preparation of Butchery Order Sheet.
10. Distribution and issues of items to various kitchens.
11. Optimum par stocks v/s actual.
12. Seasonality factor of purchase of various meats.
13. Different walk-in refrigerator used for storage of different meats and
seafood. The various temperatures that is required to be maintained
for every meat. The power consumption for these units.
14. Types of equipments; costs; maintained and hygiene.
15. Washing and drainage facilities.
16. Wastages and its control.
BAKERY & CONFECTIONERY
1. To make Recipes and set methods of production of basic doughts;
preparation of different types of rolls.
 2. Maintain Baking oven Maintenance, operation and temperature
control.
3. Volume of breads and rolls made per day.
4. Usage and type of mixing, fermentation and Baking equipment and
accessories.
5. Preparation of basic doughs and pastes. Sponges and pastry mixtures
and their recipes.
6. Ingredients and methods of preparation of various pastries, chocolates,
toffees and confectionery.
7. Special cake orders and their decorations.
8. Storage of chocolates and pastries.
9. Supply of bakery items to the pastry shop.
10. Operation of special equipment and their utility.
11. Preparation of cookies and breakfast rolls.
12. Basils of requisition.
13. Energy expenditure and consumption.
14. Wastage control and pilferage.
15. Prices of ingredients and pricing.
16. Pre-plated desserts for A la Carte service, preparation and service of
sweet sauces like Melba, Chocolate, Vanilla, Sabayon etc.
17. Egg less desserts that are prepared.
18. Desserts for buffets of various varieties, colors.

INDIAN
1. Recipes and methods of preparation of Tandoori items, Banquet/Ala
Carte, Speciality restaurant.
 2. Preparation of Indian gravies and marinades.
3. Co-ordination with butchery deptt. for various cuts of meats with
reqd. portions.
4. Preparations of Indian food for Banquets/A La Carte/Speciality
restaurant.
5. Energy expenditure and consumption.
6. Wastage control and pilferage.
7. Operation of special equipment and their utility.
8. Storage of different Indian items.
9. Basis of requisition of supplies.

GARD-E-MANGER
1. Preparation of meat trays, pates, galantines, salads, canapés, aspic and
other special specific presentations.
2. Ice carvings and butter sculptures.
3. Equipments used, their upkeep and care.
4. Co-ordination with butchery and preparation of orders.
5. Classical appetizers prepared.

PANTRY
1. Preparation of cold sauces and salad dressings.
2. Preparation of sandwiches, burgers and fruit platters with
accompaniments and garnishes.
3. Preparation of cold soups, salads and fruits cocktails.
4. Arrangement of fruit baskets of VIPs and fruit displays for the buffet
tables.
5. Location and utility of walk-in and reach in coolers.
 6. Preparation of special hors d’ oeuvres.
7. Preparation of fresh fruit juice.
8. Types of cheese in use.
9. Preparation of pantry items for banquet functions.
10. Wastage control.
11. Portion estimate for buffet.
12. Hygiene standards.
13. Consumptions and cost of important items.
14. Storage of imported Ingredients especially smoked Salmon and
Cheese.

HYGIENE AND SANITATION

Hygiene and sanitation are intrinsic and important parts of food production.
These not only create a good place for working but also help in maintaining
quality of food. Therefore, proper hygiene and sanitation of staff, kitchen
and equipment must be maintained. Special attention should be given to
personal hygiene and cleanliness of kitchen. The following points are only a
broad base for maintaining hygiene and sanitation.

PERSONAL HYGIENE
 Staff should be in a fresh and clean set of uniform every day.
 Staff should be told have short, well-groomed hair and halls.
 Staff should put on proper and clean kitchen shoes. Cap should be
worn to avoid hair falling in food.
 Periodical medical/health check-up of food handling staff should be
done.
 Staff should wash hands before starting work. For this hand-washing
sink, soap, towel and dryer should e provided.
 Staff briefed on maintaining personal hygiene and its importance for
themselves.
 No smoking order to be followed by all in the kitchen.
 A first-aid kit to be available in the kitchen.

KITCHEN HYGIENE AND SANITATION

 The ceiling of the kitchen should be minimum 10 feet high.
 The kitchen should be well lit and ventilated.
 The flooring should be of non-skid surfaces.
 Pest-o-flash should be installed.
 Bathroom and garbage room should be away from the production
area.
  A pest control agency should be employed.
 Fire extinguishers must be available.
 All hoods and exhaust fans to be cleaned periodically.
 All floors should remain clean and dry.

HOT AND COLD RUNNING WATER SHOULD BE AVAILABE

 Wire mesh-swinging doors to be provided at entry and exit of the
kitchen.
 All cold stores to have automatic locking doors. Alarm bell should be
fixed.
 All equipments and tables to remain always clean.
 All kitchen accessories should be washed with detergents everyday.
 Dustbins should be periodically emptied and kept covered.
 Garbage room to be kept closed.
 All walls, ceilings, air vents, light fixtures, counter taps and other
surfaces must be free from dust and be in good repair.
 Automatic dishwasher must be equipped to sterilize cutlery, crockery,
glassware, etc.
 Leftover food to be stored well covered and at proper temperature.
 Cold stores should maintain proper temperatures.
 All kitchen drains should be kept covered with clinging wrap.
 All cooked and semi-cooked food should be kept covered.
 First-aid kit should be kept in the kitchen for emergency.
FORMS/RECORDS AND REGISTERS
 Butchery Production Register.
 Butchery Issue Register.
 Butchery yield and issuance statement.
 Portion Chart.
 Attendance Register.
 Duty Roster.
 Over Time Register
 Daily Consumption Sheet.
 Kitchen Consumption Register.
 Inter Department Transfer.
 Maintenance Slip.
 Requisition Book.
 Log Book.
 Banquet Production Sheet.
 Recipe Form.
 CONTINENTAL KITCHEN

The main continental kitchen caters to

The buffet
Banquets
Room service
And supplier’ s soups, stocks, saucer, curd to the continental section in the
coffee shop kitchen.

STAFF

The staff in this section is governed by the C.D.P. who is responsible to the
Sous chef and executive chef and is assisted by Commis and apprentice. The
work is up between the C.D.P. and Commis for one shift and the other
Commis II and apprentice for the next shift, Commis III and other apprentice
for the next shift.
The combination of there could change according to the made by the chef
usually the duty rotes for each shift is prepared to the scheduled for a month.
 INDIAN KITCHEN
This section of the kitchen caters to the production of farm our Indian
delicacies like karahi mug, jalferezi, Biryanis etc.
The Indian kitchen in the Durbar and the coffee shop producer order for the
jabled hote & Q- la- Carte menu
The Indian kitchen in the main kitchen producer food for the banquets
buffets and room service. There is a Tandoor & a Halwai section for only the
room service orders. The meetings produced are sent to Durbar and frontier.
 GARDE MANGER

The Garde manger of the cold kitchen has always been associated as being a
supportive kitchen to the main kitchen like continental kitchen, soups etc. It
has been set aside especially for the preparation of items like salads and
salad dressings, horsed culver pates, galantine sandwiches, canapés etc. The
items prepared here are no subjected to heat, except for preparation of items
like pates, terrines and the like which are subjected to steam, and hence the
term cold kitchen.
The characteristics of the food items prepare at the grade manager are its
unique presentation style and the eye appeal to the food.
The department is well ventilated and spacious and thus provider a good
working at masher for the staff. To ensure a smooth and effective not
functioning of the department. It’ s equipped with most modem equipments
and also with a very well stocked kitchen.

TANDOOR
The Tandoor is a classical wren. There are garlic tales that narrate the origin
of the Tandoor. Remain of several tandoors have been discovered at several
excavator rites of HARAPPAN CIVILIZATION. The tandoor is fired with
charcoal, which imparts unique flavor to the food. The Muslim in vases
into India and the Mughal rule in India have largely contributed to the art
of cooking in a Tandoor. The Tandoor is a classical wren because it
distributes heat evenly from all sides unlike a conventional oven.
The Tandoor can be of types the clay Tandoor and the iron Tandoor. The
most criminally used Tandoor is the clay Tandoor. The Tandoor mulches
smooth from the insider and must used not have any crates. To start a
Tandoor a small fire is needed. When staring a Tandoor it must be
reassigned to ensure even distribution of heat. To reason the Tandoor a
mixture and is applied in a paste from inside the Tandoor.
The temperature of Tandoor can be controlled be increasing or decreasing
the quantity of coal.Opening or shutting the relight from the opening at the
bottom can also vary it.
 MEAT FABRICATIONS/BUTCHERY

Butchery is also called as Meat Fabrication Area. Here various cuts of

mutton, beef, pork, poultry and seafood are prepared and sent to various
kitchens in the hotel for their further preparation. As the employee has less
time. They have to be quick and precise.
The butchery forms the backbone of the kitchen as it supplies all the meat to
it.

ADVANTAGES OF BUTCHERY
The major aim of butchery is to provide good cuts of on-vegetarian items to
various kitchens.
The Advantages of having butchery are.
 Enforces strict quality control
 Ensure portion control
 Checks wastages and pilferage
 Facilitates regular supply
 Ensures cleanliness in every kitchen, as they do not.
 HALWAI

All the milk preparations and sweets are made in the morning shift in the
presence of the chef since milk is received in the morning sweets for durbar
and frontier are made. The Mughali deserts and raita are replenished. Store
requisitions are done in the morning. Pantry pickup for lunch is done in the
morning. Preparation of items as per schedule is to make Gulab Jamun,
phimi etc.

The evening shift does all the snack mis en- place like half fried Samosas,
setting up of walk-ins picking up dinner, deserts on site preparation if any.
The evening shift also does, falooda, mint chutney, sweet chutney etc. The
kitchen closer at 234 and any transfers are taken after that.
 BAKERY

It is often called as the dessert section of the hotel as it provider all the desert
ranging from cakes to piler to laminated pastries. It is also responsible for
providing patties, chocolate and confectionery items.

The Bakery supplies dishes mainly to the ‘ Cake shop’ to the coffee shop
for buffet setup, to banquets on functions prospectus, to Room service and
different outlets in the hotel.

Right in the morning from decorating pastries and cakes to the baking brads
at night the bakery is hurtling and burtling with work. All the hardwork is
done at a continuous stretch by skilled and experienced hands.
 KITCHEN STEWARDING

This is the most important section of the kitchen which takes care of the
equipment and the utensils used in the kitchen.

STAFF
The chief kitchen stewarding officer has three kitchen stewarding offices
under him there are 20-25 masaldis under them who not only help in
washing up but also in doing hours like staff food, kneading dough etc.

UNIFORM
The chief wears a black suit with a red tie.
The kitchen stewarding officers wear white shirt black coats, black striped
trousers & are tie.

DUTIES
Cleaning up of crockery & cutlery
Cleaning of Banquet & buffet equipment provision of glass bowls for slash
& sauces dish washing
Care of all equipments like tea & coffee dispensers etc. in the kitchen.
 LEARNING EXPERIENCE
When I first began my Industrial Training but went by ever so quickly and
have left me craving for much more. I would have to say that it is an
absolutely fabulous part of the curriculum and perhaps will remain the most
memorable one.
Needless to say that this experience was a highly enriching and educative
one as I went on from one department to another and met and got the
opportunity to train under several highly respected senior professionals. I
learnt that every individual is different and that every one has something
unique to offer.
I learnt that every job has its nuances and its value and that no job is superior
to the other.
I learnt that on needs to constantly improve and improvise.
I learnt hat this is just the beginning of a long road ahead… full of
challenges. But I know that I will be able to run along because I have my
foundations firmly built in. It is here that I got the opportunity to
continuously introspect and improve… as a budding professional and as a
human being.
I will always look back at the time spent here with fondness and with pride.
I cannot but thank all the people who have helped me in several different
ways that will go a long way in facilitating the commencement of a
wonderful journey.