NAMASKAR

Complied by :- SIDDHANT KUMAR

III - SEMESTER ²year
Roll no. - 9216
IHTM, MDU, ROHTAK
THE LALIT
NEW DELHI
 INTRODUCTION
• Rating: 5 Star Deluxe
• Address: Barakhamba Avenue, Connaug
ht Place, New Delhi -110 001, India.
• Accessibility: Airport: 23 km., Railway St
ation: 2 km
• Location Advantages: Hotel is located in
main city center of Connaught Place
THE GRAND GROUP (MANAGEM
AENT)

Late Mr. Lalit Suri

Mrs. Jyotsna Suri (Chairperson & Managing Director)

Ms Deeksha Suri (General Manager-Corporate)

LOBBY
 INTRODUCTION
• House keeping can be defined as the heart of the hotel. It
is one of the most important departments of the hotel.
• In fact no hotel can run without the housekeeping depart
ment. It provides for a clean, comfortable and safe enviro
nment.
• It includes all factors that lead to comfort, cleanliness and
service of the people occupying the rooms in the hotel.
• The main aim of the department is to keep the rooms app
earance appealing at all times and thereby push the roo
m sales.
• Cleanliness is the primary function of the department and
the secondary function includes the accessories that are
added on to the areas like flower arrangement, supplies e
tc.
• In hotels it takes on organized approach and a technical
understanding for the housekeeping to cope up with the v
olume of work.
 HOTEL FEATURES
• 461 guest rooms
• Travel agent desk available
• 28 floors
• 5 Restaurants & bar
• Airline Desk: Available through travel counter.
• Rental car desk: Hotel cars or Travel counter
• Tour Desk
 LINEN ROOM
• It is one of the most important sections in the HK. All the departme
nts depend on the linen room to get their linen and uniforms launde
red.

• Linen Room supervisor heads the linen room. The soaked linen is
collected & counted in front of House Man for the right count. The
damaged and badly stained linen is kept aside. Warning is issued
to the person responsible. The description of soiled item, soiled co
unt, clean linen received, balances and other remark is entered in li
nen exchange slip. Clean linen is given in exchange against the n
umber of soiled linen.
 PUBLIC AREA
• Public area comprises of main lobby, clock room restaur
ants, swimming pool, executive office etc.

• There are two supervisors who are in-charge of public ar

eas for the morning and evening shift. In the morning th
ere are 15 houseman working under the supervisor. Th
e houseman are assigned with the cleaning of particular
areas. The cleaning of the restaurant is done before mis
-en-place starts.

• The cleaning of the public areas has to be well planned.

It should be cleaned when there's no rush causing minim
um inconvenience to the guest.

• The spotting of the carpets is done once in a month. Th

e lobby should be cleaned during nights as it would not c
ause inconvenience to the guest. The spring cleaning a
nd scrubbing of the public areas in done by the night shif
t staff.
 CLEANING OF THE ROOM
Ø Leave the door wide open until work in the room is completed.
Ø Turn on every light, if any bulb is burned our report immediately an
d switch off the lights.
Ø Immediately report any damage to the room, furniture and equipme
nt.
Ø Any article left by the guest in a departure room should be reported
immediately.
Ø Hang any article of clothing found on the bed, chaffers or furniture,
neatly in the closet.
Ø Printed material, magazines and other papers, which are not in the
waste paper basket, should be placed neatly on the dresser.
Ø Empty all the ash – trays in the waste paper basket spread a news
paper on the carpet and empty your waste paper basket on it. Nev
er put your hand inside the basket (there might be BLADES INSID
E), make sure cigarette butts are not burning before you wrap the
waste the waste in the newspaper dropped there by mistake.
 BATHROOM
· Remove all the guest and Hotel article from the marbles top of the
wash basin i.e. gargle glasses, ashtray etc.
· Remove soiled linen including bath mat and rug.
· Clean the light fixtures.
· Clean the mirror with wet cloth and then give shine with old newspa
per.
· Clean the wash basin and marble top with VIA and sponge tines wit
h tap water and dry it with towel duster. Replenish guest supplies a
nd it arrange neatly guest and hotel articles removed in step no. 1.
· Clean water clots with Vim and brush from inside and outside. Suffi
cient phenol may be used to the W.C. keep three hygienic bags at t
he neck of water closet, close seat cover and put on satire band.
· Wipe and dry show curtain with towel duster and keep away when
washing the bathtub.
 KEY CONTROL
1. When not on use, all keys should be kept in a day cabinet.
2. Set of key should only be issued to appropriate employment, as nee
ded each day, at which time they sign for their on a key control logb
ook.
3. The key cabinet must be kept locked all times when the area is left u
nattended regardless of the time.
4. Keys should not be removed form the property be an employee who
signs out custody for PM and daily basis during the day after they ha
ve signed for the set of keys, they must return their keys in while the
y are off the property.
5. The employees will sign for the keys by identifying the set using their
complete in the key log.
6. Keys will be checked in to the housekeeping office, evening floor su
pervisor duty at the working sheet will sheet will acknowledge receip
t of all keys on the log with their initials.
7. All keys should be sight inventoried by the Evening Floor Supervisor
integral at the end of the evening shift. Any loss or discrepancy will b
e reported immediately to the Executive Housekeeper.
 TURN DOWN THE BED
1. Top toward the bottom of the bed, approximately ¾ of the way d
own.
2. Bottom towards the head of the bed, approximately ¾ of the way
up.
3. Fold the right side to the center.
4. Fold the left side to the center.
5. Fold one more time and you have a folded spread that will fit on
the closet chief, baggage bench or in the dresser drawer.
6. Pull back the second sheet, blanket and the third sheet in operat
ion, in to triangle.
a) Double bed room occupied by two persons, follow the same turn
down procedure on both sides of the bed.
b) Twin bed rooms occupied by one person, turn down bed neares
t to bath room. Turn down the bed facing the night table.
c) Twin bed room occupied by two persons turn down each the be
d facing the night table
 INTRODUCTION
• Front Office deals in accommodating guests in the hotel
and is a very important department.
• It is a very important department. It is an essential depart
ment because it deals with the allocation of rooms, which
is a major income of the hotel.
• The way in which a Receptionist deals with the guest ha
s a direct impact on the guest.
• Front-Office is one department which deals with guests d
irectly.
• A receptionist, with his salesmanship can induce the gue
st to stay at the hotel and in this way it increases the rev
enue of the hotel.
 Health Club
Beauty Saloon Guest Relation
s

Business
Center Front Office Front Desk

Club
Intercontinental
Concierge
Guest Service
Center
• INFORMATION & RECEPTION

• The information & reception desk of the Front Office w

orks round the clock to provide the guests every assist
ance at any hour of the day to make their stay as comf
ortable as possible. It is mainly concerned with providi
ng any assistance that the guests may need about the
Hotel or any other. The reception counter is the place
where the guest is usually checked-into the Hotel and i
s handed over his room key. So we can say that it is th
e place where room is actually ‘SOLD’ and so it easily
becomes the most important place in the front office. It
operates 24 hours a day and a guest can check in at a
ny time.
• CONCIERGE
• The concept of concierge is a very
new & upcoming concept in the
hotel industry. It has taken ones a
lot of workload from the
Information section of the front
office. The word ‘concierge’ has
been derived from the French
word ‘conciergerie’ meaning
“Care Taker”. This section thus
takes care of every need &
requirement of the guests. It is
like ‘magic counter’ for the guest
where they can get arranged any
& every possible requirement.
• TRAVEL DESK
•
• This is another important section
that the Concierge takes care of.
It provides the guest all possible
travel facilities. Its main
functions include:
• Reservation of tickets.
• Reconfirmation of reservations.
• Cancellation or Ammendments in
reservations.
• Arranging & co-ordinating trips &
tours.
• Telephones • BUSINESS CENTRE
• •
• This department is very important for • The business centre of the Hotel is a
the Hotel. This mode is widely used very well equipped area measuring
for communication within the Hotel 1887 sq. ft. It is the only place a guest
as well as outside. Majority of the can think of to satisfy their business
work in reception is carried with the need. Be it an important fax to be
help of the telephone department, transmitted a secretary urgently
which helps it to function properly required to take dictations for an
round the clock giving its best at all important letter to be typed or a
times. Board Room to conduct his meeting,
• it is the Business Centre which fulfils
his/her secretarial needs.
• It has a work area with a fax room 3
board rooms & lawyer’s library
 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 toda
y's times with growing competition it is very essential that
the hotel tries to provides as many food outlets to the gu
est serving various kinds of quality cuisine.
• Nowadays the restaurants not only provide services to th
e in-house guests but also to the local guests and the re
cognized patrons.
• Although at the Hotel’s more importance is given to the
rooms rather than the food production, it cannot be denie
d that the various restaurants do a lot of business and th
ereby generate a good amount of revenue for the hotel.
 THE KITCHEN SUBDIVISIONS

1. MAIN KITCHEN:
a.Soup Section
b.Hot Range (continental)
c.Indian Kitchen
2. GARDEMANGER:
3. BAKERY:
4. BUTCHERY:
5. SPECIALTY KITCHENS:
• Halwai Section
• This section prepares various hot and
cold Indian desserts and other Indian
snacks like samosas etc. any Banquet
functions Indian desserts are
prepared here. it also sends Samosas
for the staff cafeteria on every
Tuesday and Thursday. Common
desserts prepared here are:
• Kesari Kulfi
• Rabri
• Rasmalai
• Gulab Jamun
• Rasgulla
•
• Tandoor Section
• This section of the main kitchen
prepares a variety of vegetarian and
non-vegetarian tandoori food items.
Indian breads are also prepared here.
this caters only for the Banquet
functions. As and when intimation is
received for a banquet function, the
mise-en-place is done and food is
prepared fresh at the time of the
banquet. The various dishes and
breads prepared here are:
• Tandoori Bharwan Aloo
• Tandoori Achari Paneer
• Subz ki seekh
• Butchery • Bakery
• The Butchery is a part of the main kitchen. •
The butchery has a walk-in refrigerator and • The hotel as a separate and very
walk-in deep where the temperature is sophisticated bakery which indigenously
maintained at -140 C. prepares all the chocolates, pastries, cakes,
• All butchery work or the whole hotel is done bread, cookies. Besides, it also supplies ice-
here which operates from 9.00 a.m. to 6.00 creams, soufflés, for banquets and large
p.m. and remains closed on Sundays. parties, and for the buffet spread in the
Mutton, chicken, fish, pork, beef are all cut coffee shop.
here according to specifications.
• Various modern equipments are used in the
butchery. These include a rotating blade
cutter which is used to cut mutton bones, a
mincing which can mince very fine and
chopping machine. All work is done on
polyvinyl topped tables which are very long
lasting and are not affected by herby
choppers falling on them.
 INTRODUCTION
• The hotel and catering or hotel and food service
industry is now becoming widely known as the h
ospitality industry.
• The industry is usually defined by its output or
products, which satisfy demand for food dish dri
nk and accommodation.
• Contract to the need for operational personnel
who are generally divided into food and bevera
ge staff and room division staff.
 THE 24/7 RESTAURANTS
Location:
• In Hotel - Hotel Lobby

Serves:
• Breakfast
• Lunch
• Dinner

This 115 seater, 24 hour restaurant serves an extensive

variety international & Indian cuisine, filler snacks and ex
tensive buffet options for breakfast, lunch and dinner.
 Baluchi

Location:
In Hotel - Lobby Atrium - 2nd floor

Serves:
Lunch
Dinner

The decor takes its inspiration from Baluchistan This 95

seats restaurant serves speciality fare from Tandoori to g
reat Indian curries. There is live Indian entertainment eve
ry evening, except on Tuesdays.
 WOKS

Location:
In Hotel - Lobby Atrium – 28th floor

Serves:
Lunch
Dinner

This 90 seats restaurant entices guests with its innovative

Oriental & Chinese selections – steaming Dim Sums, wh
olesome soups and inspirational wok stirred specialties.
 The Champions Bar

Location:
In Hotel - Hotel Lobby

Amidst an ambience enhanced by sports memor

abilia, “Champions Bar” serves an international r
ange of beverages, snacks & cigars. There is liv
e western music in the evenings by guest artists
on select evenings.
 Room Service
• The Room Service is a very important outlet of t
he Food and Beverage department.
• It provides food and beverages guests in their r
ooms as and when ordered by them.
• The food is served at the exact time stated by th
e guest.
• To avoid any delays, there is a separate Room
Service elevator, used exclusively by the Room
Service staff to provide quick and efficient servic
e to the guests.
 Conference and Banquet facilities:
• For every function a FUNCTION PROSPECTUS is prep
ared. This document is the official intimation to all concer
ned departments of the hotel about the function being he
ld at the hotel. Copies are sent to various departments. It
contains the following information:
• Venue of the function
• Date of the function
• Party hosted by
• Party booked by
• Fax number
• Contact number
• Address of the organiser