Professional Documents
Culture Documents
Jaipur Marriott Hotel
Jaipur Marriott Hotel
TRAINING REPORT
Jaipur Marriott
Hotel
Jaipur, Rajasthan
ACKNOWLEDGEMENT
• INTRODUCTION
• SPRIT TO SERVE
• CONCLUSION
INTRODUCTION
SCOPE-
• To analyze the present conditions and functions
of the hotel.
• To study each Dept. in detail and how it
functions.
PURPOSE-
The purpose of this project is to study the
operation of hotel.
OBJECTIVES-
The main objectives of project is to –
• To study the organizational structure.
• To study the systems and procedures used in
each department.
• To study the operation aspect.
• To study how hotel functions.
METHODOLOGY-
The data required for the project has been
collected from primary and secondary services.
LIMITATIONS-
This study is limited because of following
reasons-
1. Major financial aspect of the hotel has not been given.
2. Insufficient exposure to each department.
3. All the members of each department did not give all
information that was registered.
4. Period of 17 weeks is not enough to know everything
regarding the hotel and its function.
PROFILE OF THE HOTEL
Guest Rooms
International
Exquisite among international restaurants in Jaipur, Okra is
open for breakfast, lunch and dinner featuring Asian, Indian
and international fare served a la carte and buffet-style.
Staffed specialty stations include fresh pizzas, sushi, and
Teppanyaki.
• Open for breakfast, lunch and dinner
• Dress code: Casual
• Reservations required
Saffron
Indian
Our Jaipur restaurant's contemporary Indian cuisine features
regional specialties including great kebabs, curries and
biryani along with a variety of local Rajasthani fare.
Vegetarian entrees are available upon request.
• Open for dinner
• Dress code: Casual
• Reservations required
Jaipur Baking Company
Deli
A delicatessen offering gourmet sandwiches, soup and
salads, Illy coffee & hand-rolled pralines.
• Open for breakfast, lunch and dinner
• Dress code: Casual
Lounge 18
Tapas
Serves teas, tisanes and lite fare during the day & cocktails,
wines and tapas in the evening.
• Open for dinner
• Dress code: Casual
Quo (Opening soon)
Continental
A multi-level night club and lounge with live music, great
cocktails and light tapas.
• Open for dinner
• Dress code: Casual
ROOM SERVICE
KITCHEN
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.
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.
INTRODUCTION
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.
OCCUPIED ROOM
room.
3. Empty the ash trays and waste basins.
4. Remake the beds.
clockwise direction.
10. Check that all the electrical fittings, T.V. etc. are working.
DEPARTURE ROOM
room.
3. Empty the ash trays and waste basins.
clockwise direction.
10. Check that all the electrical fittings, TV etc. are working. If
BATHROOMS
A clean bathroom gives the guest idea about the
hygiene standard of the hotel. Following steps are followed
for cleaning the bathroom:
THE ROOM
1. Close and draw the curtain.
THE BATHROOM
1. Replace any used towel.
LOBBY CLEANING
GUEST ELEVATORS
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
SWIMMING POOL
replenishing supplies.
6. Filling occupancy status .
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.
NIGHT SUPERVISOR
1. Check on all night house-men.
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.
LAUNDRY
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
INTRODUCTION
The Hotel now unfolds its new-age grandeur with the newly
appointed spacious deluxe rooms and designer suites that
beckon you to indulge. The guest rooms with their exquisite
selection of furnishings are equipped with world-class
facilities and luxuries. All rooms have inspiring views
overlooking the pool or the well-manicured and landscaped
gardens. Midst all this, care has been taken to keep intact
the hotel’s inherent spirit, history and the ‘Old World’ charm.
In countries throughout the world, the steady and
continual increase in size of tourist and hospitality industries
continues. In order to accommodate the world's
travelers, the Hotel Industry is also expanding to keep up
with the demand.
For many people it's the look, design or location that creates
the important and lasting impression.
However, the Hotel industry is highly people oriented. It is
the effectiveness, efficiency and warmth of these people,
which is what creates the lasting impression, and it is these
same people who, by their attitude and friendliness,
subconsciously attract guest back to the hotel.
Very often the first and the last place the guest comes into
direct contact with the Hotel is the Front Desk. It is the Front
Office, which forms the basic foundation for the hotel staff
and guest relation in the future. Its primary function is the
sale of guest rooms available in the hotel by following a
series of preset procedures consisting mainly of reservation
followed by registration and assigning room to customers.
Front Office is termed as the powerhouse of the hotel -It
plays a major role in the operations of any Hotel. It is
believed that room sale is the most profiting mode of income
for the hotel. Revenue collected from the room sales
contributes much more than any other departments
consisting more than 70 % of the total sales.
Thus we see that the primary objective of the front office is
to receive the guest, give them a warm welcome, assign
them rooms keeping in mind their taste and preferences and
be a customer friendly interface between the hotel and the
guest.
This extremely important department is one of the first
points of contact the guest has with the hotel, and leaves a
lasting impression on the mind of the guest about the quality
and service provided. It is therefore, crucial for all Front
Office personnel to be constantly aware of this fact and
realize that, in addition to their routine functions, they are
also salesmen for their hotel and the other hotels in the
group.
Pre-arrival
1. Reservation Office: For reservation of room and
assigning pick up for self.
Arrival
1 Reception: For Registration, Room assignment and
issuing of keys.
2· Bell Desk: for Baggage handling and escorting to guest
room.
Occupancy
1. Front Desk Cashier: For currency exchange, safe
deposits of valuable articles and Maintaining guest
accounts.
2. Telephone : For Telephone calls.
3. Bell Desk : For transportation and news papers.
4. Concierge : For guest mail and other information.
5. Business Center : For various facilities like 'Board Room,
F E-mail, Fax etc.
Check out
1. Front Office Cashier: For Bill settlement and checkout.
2. Bell Desk : Baggage handling and transportation .
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.
RESERVATION CARD :
1. NAME OF GUEST.
2. DESIGNATION AND OCCUPATION OF GUEST
3. NATIONALITY
4. DATE AND PLCE OF ISSUE OF PASSPORT.
5. DURATION OF STAY IN INDIA
6. PERMANENT ADDRESS
7. DATE OF ARRIVAL IN INDIA
8. ARRIVED FROM
9. IF EMPLOYED IN INDIA
10. REGISTRATION CERTIFICATE NUMBER
11. DATE AND PLCE OF ISSUE
12. NUMBER OF PERSONS STAYING
13. NEXT DESIGNATION
14. DATE OF ARRIVAL
15. TIME OF ARRIVAL
16. DATE OF DEPARTURE
17. BILLING INSTRUCTIONS
18. PARTICULARS
REPORTS
Medium of Reservations
Telephone : TEL
Telex/Cable : TLX / FAX
Letters : LTR
Verbal :
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
Processing a Reservation
a. Check under the Guest History (GHD) if we have any
prior information on the guest.
b. 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.
c. The folio is filled in with all the details available and then
created on computer by pressing control F2 after doing
the needful.
d. 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”.
e. Then create the BT screen for billing instructions, if any.
f. Create the TA screen, if the booking is through a T A.
g. The guest folio # is then written on the reservation
correspondence and circled.
h. 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.
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.
INTRODUCTION
Hotels are justly proud of their reputation for fine cuisine and
elegant dining. Food production is an integral part of the
services of the hotel. When the guest arrives at the hotel he
not only expects a comfortable and relaxed stay , but he also
expects good food of the highest possible standards
Especially in today's times with growing competition it is very
essential that the hotel tries to provides as many food outlets
to the guest serving various kinds of quality cuisine.
MAIN KITCHEN
MAIN KITCHEN
PERSONAL HYGIENE
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.
MORNING SHIFTS
AFTERNOON DUTY
During this shift the banquet order are taken care of and the
buffet is prepared for the buffet in the banquet hall.
All a la Carte and Room service orders are taken care of off.
EVENING SHIFT
MAKHNI GRAVY
WHITE GRAVY
YELLOW GRAVY
Make paste as for white gravy. Take oil heat, add methi
Dana, ginger garlic paste and beaten curd add the above
paste turmeric powder red chilli powder salt boiled onion
paste strain.
RED GRAVY
KADAI GRAVY
BROWN GRAVY
EQUIPMENTS USED
• Ranges
• Salaam under
• Large knife
• Tandoor
• Skewered
• Kadhai
• Degchis
• Large woks
• Frying spoons
• Deep-freeze
• Refrigerator
• Hot plate
• Knives
• Chopping board
TASKS DONE
PANTRY
MORNING SHIFTS
EQUIPMENT USED
• Refrigerator
• Coffee machine
• Tea dispenser
• Hot water boiler
• Hot milk boiler
• Sala mander
• Bread slicing machine
• Electric Juice Extractor
• Electric mixer
• Large sink
• Milkshake machine
• Electric grilled
• Bain Marie
• Food warmer
• Hot plate
• Deep-freeze
TASKS DONE
GARDE MANGER
TANDOOR
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.
Fish - 180-200
Roti/Naan/Parantha - 200
Type of cut
HALWAI
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
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
UNIFORM
DUTIES
Care of all equipments like tea & coffee dispensers etc. in the
kitchen.
CONCLUSION