INDUSTRIAL TRAINING REPORT

ON

COMPILED BY :- Shivang Jaiswal

3RD SEM ROLL NO. 1741117222
Institute Of Hotel Management Catering & Nutrition,
Pusa , New Delhi
INDEX
INTRODUCTION
ACKNOELEDGEMENT
FOOD & BEVERAGE SERVICE
FRONT OFFICE
FOOD PRODUCTION
HOUSE KEEPING
CONCLUSION
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to Training Manager

[Link] KUMAR & all Head of Departments along with staff
members of RADISSON BLU KAUSHAMBI. I wish to place on record that
the training was imparted in a highly congenial atmosphere true to the
reputation of RADISSON BLU KAUSHAMBI. 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 personality.

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

so much which was not possible in such time. The Training has helped
me to inculcate the right kind of skills, knowledge & attitude to make a
career as a successful hotelier.
 INTRODUCTION

HOTEL OVERVIEW

Welcome to the upscale ,The first and the only five star Deluxe
Accommodation in East Delhi {NCR}. It is situated close to global
attractions like Akshadharm Temple, The Formula One Buddh
International Circuit, Greater Noida Expo Mart and Pragati Maidan. The
hotel offers the perfect location for Business and leisure travelers, with
its enviable location of being just 20 minutes away from New Delhi
shopping district Connaught place.
Radisson Blu Hotel Kaushambi is a secure oasis of peace and tranquility
efficiently backed by excellent personalization service. This modern day
haven is close to the Information Technology Hub of Noida and is
conveniently accessible by the metro stations as well as Indra Gandhi
International Airport.

Designed by the world-renewed Architect Thom Catallo, the

exquisite rooms and suites include upscale amenities like
ergonomically designed Herman Miller chairs and complimentary
high-speed wireless Internet access. Other features include 40 inch
LCD TV with Blu-ray player, iPod docking station, mini bar, deluxe
bath amenities and express laundry service.
Unique, Stylish Room & Suites.
147 contemporary rooms in categories of Suoerior,
Deluxe, Business class and Suites
Airport transfers
Club lounge
Business centre
Most rewarded loyalty programs
 05 min drive fromPragati Maidan Expo Centre
PROXIMITY AND PLACES OF INTEREST

25 min drive from Red Fort

Radisson Blu Hotel Kaushambi is located adjacent to national Highway-09 with proximity to Ghaziabad-Noida –Delhi.

45 min drive from Qutub Minar

50 min drive from Indra Gandhi International Airport
En-route to Haridwar & Rishikesh
NEARBY ATTRACTIONS
Shopping Malls {Mahagun Metro Mall & Pacific Mall}
within 2km radius.
Museum &Art Gallery
 ADDITIONAL SERVICES

We attempt to anticipate your every need, which is why we offer such

an extensive array of services. From valet parking and airport transfer to
a concierge who can book special excursions, the Radisson Blu has it all.
Leisure travelers should set aside some time to relax in the free-form
swimming pool, while those travelling for work can utilize the hotels
business centre to finish projects. Unwind after a hectic day or enjoy a
blissful weekend with our rejuvenation facilities at our inhouse Spa
Shoolin.

If you are having a hard time maintaining your fitness routine, hire one
of our personal trainers for a quick session, and then, relax in the
shimmering free-form pool. the on-site business centre is an ideal space
for event planners to prepare for a function , and a wedding planner is
available if you need additional assistance . Other convenient service
include Free high-Speed internet and Airport transfers.
FOOD AND BEVERAGE
SERVICE
 FOOD & BEVERAGE OUTLETS
AVATAR

This all day dining restaurant offers a selection of international

flavors and healthy cuisine from around the world.
Timings: Open Round the clock

LUST
Lust is a Sleek, Stylish lobby bar to unwind and enjoy refreshing
cocktails and delectable tapas. The signature lust Mojito is sure to
please.
Timings: 1500-2330 Hrs
.
 SULTAN LOUNGE

Sultan Lounge with its scenic seating arrangements serves

sumptuous Indian and International vegetarian specialties and lives
cooking counters. This USP of this restaurant is its authentic Local
cuisine cooked live by our chefs which are tailored to your delight
Timing: 1900-2330 Hrs

KAMA
Presenting an epicurean culinary journey offering the very best
traditional and contemporary vegetarian and non-vegetarian recipes
from North India.
Open for Dinner: 1900-2330 Hrs
 SIN

Sin offer a comprehensive selection of homemade chocolates, freshly

baked breads, Eggless, low fat and low sugar variety of delectable
cakes , scrumptious pastries, cookies confectionery and savories.
Timing: 1000-2200 Hrs

LUST BY THE POOL

Enjoy in a fun and relaxing atmosphere by the scenic and luxurious

poolside. Lust by the pool has a bar, live Barbeque Refreshing salads
with Alfresco Dining and Herbal sheeshas. This is just the right place for
you to sitback , relax and unwind after a long day out.
Timing: 1900-2200 Hrs
 BANQUETS & CONFERENCE

Radisson Blu Kaushambi brings to you international facilities and

services that promises to transfer your business function and private
parties into memorable events. It offers you a choice of magnificently
designed conference hall in capacities of 10 to 1000, equipped with a
full range of audiovisual equipment and complimented by competent
staff provide the ideal venue for every occasion.

AMBER

A large banquet hall located at a basement level can easily

accommodate 450 pax in theatre style.
AMBER SALON
Located at the basement level little smaller than amber can
accommodate 14 pax.
 AMBER HALL & PFA

A largest banquet hall located at the basement level can easily

accommodapaxte 1000 pax

LAVANYA
Located at the lobby level is ideal for Board meetings and can
accommodate 150 pax.
Types of social events hosted
Weddings
Religious celebration
Sports group
Fund-raising parties
Family reunions
High school and college reunions
MEETING SERVICES
AV technicions
Copy services
Decorator
Electricion
Labour
Photographer
Seccurity guard
Video confrencing
 WORK FLOW OF BANQUET SALES

When guest contacts the banquet sales division for a organizing the
party, he is given a convincing performance about the hotel’s catering
facilities.

There are various menus to choose from with a copious choice of

various Indian , Chinese dishes.
When the menu has been decided upon, the different types of seating
plans, theme of the party, style of service & any special requirements
are discussed and decided. Then the rate is fixed per person. The rate
varies according to the menu, decor, special requirement etc.
 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 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 employees’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

This Source from where the steward can pick up supplies of proprietary
sauces ,stationary ,etc for the restaurant.

HOUSE KEEPING

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.

ENGINEERING

This department is responsible for the maintenance of all the

restaurant. Also for controlling the air-conditioning or heating.
 ACCOUNTS DEPARTMENT

A . Restaurant cashier
Receives all cash and credits payments made forfood and
beverages sales in the restaurant and bar. If the guestsigns the
bill, the steward may verify his names and rooms number by
asking the restaurant cashier to check on his computer
terminal.

[Link] office cashier

This is the central point where all the checks signed by

hotel residents are collected and entered in the total bill.
Details of work which I have
performed
Mise-en-place of cutleries and crockeries
Laying of table cover
Folding of napkins
Service of water, soft drink and hard drink
Service of tea and coffee
Service of snacks
Service of soups
Service of Ice-cream
Done clearence of table
Laying the buffet and refillinfg of dishes
Set-up of hall as required
FRONT OFFICE
 INTRODUCTION

Front Office deals in accommodating guests in the hotel and is a very

important department. It is an Essential department because it deals
with the allocating of rooms, which is a major income of the hotel. The
way in which a Receptionist deals with the guest has a direct impact on
the guest. Front Office is one department, which deals with guests
directly. A receptionist, with his salesmanship can induce the guest to
stay at the hotel and in this way it increase the revenue of the hotel.

The person at the reception carries the perpetuation of the hotel with
him. They take down the check INS of the guest and groups. They hand
over the keys to the guest too. The first thing done by an assistant is to
check whether the guest has a reservation or not. In case he is not
shown any reservation and the guest in a walk-in then the guest can be
straight away be refused in case he suspected of any untoward thing.
In case the guest has a booking then a registration card is given to him
to fill up board the require details. ( The card attached along with the
page for every details). Then the guest is handed over the key in the
room, which the assistant check on his room, which the assistant check
his computer and allotted the bell boy the leads the guest away to his
room. Then the assistant enters the details of the card into his
computer. An identification number is given to the guest who is written
down on the registration card. Then the rate is checked in the computer
and after everything is ascertained then the entry is made in the guest
arrival register.

‘First impression is the last impression’. The first department with which
guest comes in contact. Front Office department is just one of the
department, working towards satisfaction of guest. For a hotel ‘Room
Sold Revenue’. Rooms are the major operating revenue producing
department. It covers 80-85 covers of hotel revenue. Room once made
forms the continues source of revenue & does not need investment
frequently.
The front office staff should be polite, tactful & smart enough to tackle
the situations like walk-in, scanty baggage etc. They always be ready to
help, alert & market smart. It is also plays a similar role in Hotel
RADISSON BLU too. It occupies a very large area of hotel and staff
comprising it, works efficiently and diligently in helping it to function in
an efficient manner.
 DEPARTMENT GOALS AND OBJECTIVES

•The goals of the front office department is to provide a guest with

efficient service and fulfill its role. Its role can be dubbed as to reserve,
receive, and assign room to guest.
•From front office department in the hotel is responsible for sale of
hotel rooms trough systematic methods of reservation followed by
registration and assigning rooms to customer.
•Goals of the front office department is to earn maximum revenue
through sale of the rooms, ‘Sales’ her man the use of hotel rooms at a
price. But in turn, it should also satisfy the guest with efficiency of
service. Efficiency should also lead to comfort and well high of guests. So
courteous service is to be provided to the guest.
•Management expects the department to run with the highest degree
of efficiency service is to provided to the guest.
•Management expects the department to run with the highest degree
of efficiency and lowest cost.
•Front office in the hotel holds a prime importance in a view of the basic
nature of bisiness. It has a complimentary role of image building which
is the first and last point of contact of every guest.
 INTERDEPARTMENTAL CO-ORDINATION

[Link]
Both front office & House keeping are concerned with rooms. The form
with letting the rooms & latter with preparations of rooms. For this to be
done efficiently there must be constantly exchanges of information
between the two departments. The house keeping informs the front
office the occupancy twice a day. It also informs about room change
being done out of order rooms, rooms taken for re-decoration. Which
helps in smooth functioning of front office an also sale of room without
delay.

[Link]
Co-operation here is mainly concerned with prevention of fire, theft and
safe keeping the property.
[Link]
Reception and information assistant after receiving any request for wake
up call, pass is to telephone operator and the telephone department
keeps the front office posted with information regarding any STD, ISD or
Personal calls made by the guest of various rooms so that the front
office cashier can do the posting the general accounts.

[Link]
There is a close co-operation between front office and lobby staff. The
receptionist informs cashier about walk-in scanty baggage and ask him
to take an imprint of credit card or cash advance. Bell Captain fells
cashier about checkout so he can prepare the bill for presentation.

[Link] SERVICE
Room service is informed of all arrivals & departures. So that it can
place amenities or check the minibar respectively. It is also informed of
VIP arrival for planning of deluxe fruit basket, chocolates, cookies, & a
complimentary drink of arrival.
[Link]
Sales and front office co-ordinate on management level in improve the
room sales on lean occupancy days (slack season).Sales department sets
the rate corporate companies that is corporate and the meal plan rates,
which is sent to the reservation.

[Link] F & B OUTLETS

Front office sends information to different F & B outlets about the group
arrival in advance. So, that they can prepare themselves in advance.
 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 case of a walk-in, the receptionist fills out the registration card and check 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 and handover 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 co-ordinates always awaits the group to check-in. The group
leader in then taken to the Bell Desk/Side Desk, here the group co-
ordinator checks with the rooming list. The group co-ordinator allots the
keys along with the key card. The rooming list is also needed to identify
the guest baggage. The bell boys then carry the baggage up and in this
manner a group is check-in.
 INTERNAL COMMUNICATION UNIT

An important part of the reception is the ICU. The area is located at the
back of reception it is the place from where the message are received
noted into a log book, feed 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 fax. All the registration card are printed and sent from here.
 CONCIERGE
The concierge counter at the hotel is situated alongside the reception
counter. They both belong to one counter but are distinctly separate
from each other due to sign board.

Guest also demands stamps and they are sold from the information
counter itself, but a general rule adopted at the hotel is that no stamp
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
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 reservation in restaurants for the guest.
Guidance the tours conducted, plays or movies running in tour for
entertainment etc. If any additional items 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 cashier.

The second copy of the registration card of the guest is attached along
with his correspondence and is placed here. All the miscellaneous bills
are immediately added to the room bill and feed into computer. Apart
from this cashier 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 in an inflow
and outflow of lot of money everyday.
 BELL DESK

On arrival the guest luggage is taken in the trolley with the guest in the
reception and wait to get the check in producer completed .Luggage is
carried along with the guest to his room. Guest is explained about the
fitting 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).
 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
Front Desk come in and do 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 separaterd 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.
 RESERVATION
Reservation can be made either on the telephone or in person or these
days as being done through the computer. The most well known method
is by telephone. The person can just call up board and book a room for a
particular date until his given time period. A reservation office is there
to handle all such reservations. The person calls up board and asks for a
room for a given date say for three days. The reservations then check up
board on the computer whether rooms are available for that particular
date or not. If rooms are available then the booking is confirmed, in case
the rooms are sold out on that day then the guest is told so and his
name is taken down as a wait listed one. This means that he can get the
room only if any other person cancels his or her reservations pad, which
is attached to this page.
The guests from corporate companies are given special discounts and
most of them are also provided with free meals for the day. That
actually depends on the hotel plan, which is being followed. The plans
are :
•European
•American
•Continental
•Modified American Plan
Each plan has its own advantages, which are given along with sheet.
Instruction, Billing instruction and the copies of this sheet distributed to
the General Manager, F & B, Housekeeping, Security Office, Lobby,
Manner, Room Service, Coffee Shop, Executive Chef and file copy.
The group information sheet is filled In an circulated to all co-ordinating
department at least week before the arrival of the group. The purpose is
to give them enough notice to prepare accordingly.
FOOD PRODUCTION
 INTRODUCTION

Hotels are justly proud of their reputation for fine cuisine and
elegant dining. Food Production is in integral part of the service 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 standard 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.

Nowadays the restaurant not only provide services to the in-house

guests but also to the local guests and the recognized patrons.
Food Production is the conversion of food from the raw to the palatable
state. It is no longer a profession concealed in mystery like the secrets of
the ancients. The great wealth of food knowledge and most of the
secrets are available easily today with its formula. There are principles,
procedures and techniques in food production just are there are in
other fields.
Food Production is a repeat to the connoisseurs of food who have
been passing techniques and styles of cooking from generation to
generation. It is due to this fact that food production has
developed to the advanced form it portrays today. Even for
achieving the goals of profit, emphasis is not only on quality of
food and techniques of preparation but also on hygiene’ nutrition’,
satisfaction and economy to a customer. At there are three
restaurants and room services available for providing service to
the guests. For the functioning of these outlets are a series of
kitchen provided. Although these entire kitchens were not cover
during our training period the following were provided to us for the
same.
 JOB DESCRIPTIONS

KITCHEN EXECUTIVE
Responsible to: Executive Chef
Responsible for : Kitchen Section
DUTIES AND RESPONSIBILITIES
•He is responsible for overall smooth and efficient functioning of the
whole section.
•Ensures that prescribed recipes and standard are followed.
•Responsible for quality control, improving standards and innovation.
•Co-ordination with all the other departments and sections of the
kitchen.
•Attend the morning meeting and perform administrative duties for the
section.
• Prepare the duty roaster.
• Authorizes all the formats like requisition, transfer etc.
•He is also authorized for granting leave to personnel in his own section.
SOUS CHEF
Responsible to : Master Craftsman
Responsible for : Chefs working under him
DUTIES AND RESPONSIBILITIES
•The sous chef is responsible for his particular department which may
vary e.g Pastry, Garde Manger.
•He issues a duty register for his department and hands over duty sand
responsible for the staff working under him.
•The sous chef is answerable to the executive chef and he has to keep
the functioning of his particular department up to date.
• He sanctions overtime and leave for the personnel in his department.
CHEF DE PARTIE
Responsible to : Master craftsman
Responsible for : Chefs working under him
DUTIES AND RESPONSIBLITIES
•Ensures that the food items are picked up timely and checks portion
control.
•Takes over the duties of Master Craftsman in his absence.
•Prepare the store room requisition.
•Ensures the proper storage of raw materials.
•Ensure correct maintenance and usage of equipment.
•Supervise the wastage control and Mise-en-place.
COMMIES
Responsible to : Kitchen Executive
Responsible for : Apprentice
DUTIES AND RESPONSIBILITIES
•Maintain overall cleanliness.
•Prepares the food dishes.
•Responsible for proper usage of raw materials and Equipments.
•Ensures proper storage of raw materials.
•Ensures the store kick-up is proper.
 THE KITCHEN SUBDIVISIONS
In the hotel, they use the decentralized system of kitchen functioning
though in some places centralized is used. The main section of the food
production department are :-

MAIN KITCHEN
This section of the kitchen is divided into 3 sub section as following :
•Soup Section
•Hot Range ( Continental)
•Indian Kitchen
The Section mainly serves to outlets as room service , Coffee shop,
Banquets.
 GARDE MANGER
The Garde Manger or the Cold Kitchen is the place where all carvings
and displays are carried out. Here the staff is skillful and the work done
is very different from the other kitchens. Various salads displays, meat
platter displays in a decorative and fancy manner are done to improve
the image and the standard of the hotel. Fancy carvings and decorative
displays are always liked by the guests.

The total strength of the kitchen comprises of 7 people. The Garde

Manger is a small kitchen with one walk-in cooler and one traulsen. It is
located right beside the pastry Kitchen and is not for from the main
kitchen. Here the items and displays would be made according to the
party sheet. It mainly caters to parties and buffets.
 BAKERY
The Bakery consists of a twin room enclosure called the
confectionery and the bakery ( The place where all the baking is
done)with its own walk-in and deep freeze. It is the place where
the preparation of Cakes, Breads, Pastries, and Tarts etc takes
place. It provides a large variety of dessert and beverages for the
benefit of the guest. It is a guest’s delight to be in the outlet which
brings into combination one of the best products with the
hospitality of the staff at work. The bakery provides services to
Coffee Shop, Room Service, La Rochelle, Butler Pantry,
Banquets, Pastry Shop & all speciality kitchens
 BUTCHERY
Butchery section is the section where all the meat, poultry and fish
items are received. Due to increase for non-vegetarian items, the hotel
has built a separate unit in the premises itself, called Butchery. From
Butchery, the meat products are supplied to all the satellite kitchens as
well as the main kitchen. Nearly 80% of the meat items are cleaned and
packed and stored here for the future use by different outlets.
Remaining 20% stored in the way it comes from the suppliers, needed to
clean etc. They are then cleaned of their riffles and other parts which
can cause spoilage and then stored, freshly packed in a bag. Butchery is
also called as Meat Fabrication area of the hotel. The butchery by the
Chef de Parties.
The area of this unit is sufficient enough and clean. All the work here is
carried out by team headed by a senior Chef Senior Cook, Cooks,
Butcheries and Apprentices. Last in the order come the trainees.
Butchery has two walk in and two deeps, for fish and sea products and
for meat products.
Temperature of walk-in is 8-10 C.
Temperature of deep in around 14 C.
All the different cuts are coded and packed in plastic packets, which are
then stored in plastic baskets and kept in the or walk-ins.
However, there is standard pattern followed before packing and storing.
All items are first packed in plastic bags and then put in vaccum
machine. After the item is vaccumed, the packets are transferred into
basket and kept inside. All kitchens except main kitchen send their
requirements one day in advance. So, at the end of the day, Chef goes
through The form of a computerisedindent sheet and places items of
various outlets in different baskets and put a tag on them
Main kitchen orders through order tickets as their requirement may
change at any time due to unpredictability of parties in banquet halls.
All cost are adjusted in the computer at a later stage. All items are dated
in FIFO system is followed. The inner deep is actually meant for extra
stock or for the items which are not used at a regular basis.
Stock taking is carried out on every Wednesday and on Monday night,
fumigation process is carried out. Therefore, on Tuesday morning, all the
walk-ins and deeps are cleared thoroughly.
 Details of work which I have performed
•Pick up all dry store
• Pickup vegetables daily from receiving area.
•Cleaning of freeze
• The entire table daily.
•Roasting and frying papad daily for punch spice restaurant.
•When I did work in kitchen I learn how to operate a kitchen origination.
HOUSE KEEPING
 HOUSEKEEPING OVERVIEW
No work is menial. As far as the house keeping is concerned it is the
backbone of the hotel. The housekeeping department is responsible for
the upkeep and maintenance of the entire hotel. One of the first
impressions, guest forms when he walks into the hotel is a reflection on
the housekeeping department – how clean, spick-n-span and well
maintained are the surroundings. No hotel can function without this
department because it oversees everything from the guest room, public
area, laundry, and linen and horticulture and flower arrangement to
maintenance of housekeeping equipments, which is now becoming
increasingly high tech. Considered a back of the house operation earlier,
the perception of housekeeping has undergoes a sea change. Now, not
just managers but staff at all levels including the housekeeping are being
encouraged to interact with guest. Since the feedback they receive in
the first hand, it simply helps the management to respond promptly to
the guest requirements. Increasingly more responsibilities are being
delegated to the housekeepers who are being groomed as guest service
agent.
Housekeeping is a department that essentially works with cleanliness and
hygiene of a hotel as well as ancillary services attached to it. It is also
responsible for the aesthetic upkeep of the hotel, for the guest first casts
his vigil on the decor of the hotel. This is deciding factor as to weather the
guest likes the hotel for there is no second chance to make a first
impression. Therefore, the housekeeping department place a very
important role in ensuring repeat clientele. Housekeeping can be defined
as the heart of the hotel. It is one of the most important department of the
hotel. In fact no hotel can run without housekeeping department. It
provides for a clean, comfortable, and safe environment. It has to co-
ordinate with all the other departments for the smooth functioning of the
hotel. It includes all factors that lead to comfort, cleanliness and service of
the people occupying the room in the hotel. The main aim of the
department is to keep the rooms appearance appealing at all times and
there by push the room 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 etc. In hotel it
takes on organized approach and a technical understanding for the
housekeeping to cope up with the volume of work.
The housekeeping department is spread all over the hotel. It has floor
supervisors and room attendants who carry out the cleaning of the
rooms. It also has a laundry for the washing and ironing of clothes. It
also has specialized crew such as chandelier cleaners, carpet crew, glass
cleaners etc. The department also has a Housekeeping desk to monitor
and operator all its activities.
 LINEN ROOM

It is one of the most important sections in the housekeeping. All the

department depend on the linen room to get their linen and uniforms
laundered.
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 items, soiled count, clean
linen, received, balances and other remarks is entered in linen exchange
slip. Clean linen is given in exchange against the number of soiled linen.
 HOUSEKEEPING REPORT

A housekeeping has to prepare a report known as occupancy report in,

which the current status of the room is given. All the occupied room,
vacant room, clear room, and rooms etc is listed on this report. The
report is prepared and sent to the reception thrice in a day. These
reports are then tallied with those of the reception and the discrepancy
report is then prepared basically to know the latest position of the
rooms. The report must have the signatures of the supervisor who
prepares ans sends the report down to the Front Office.
 HOUSEKEEPING DESK WORK

The Supervisor at the housekeeping’s desk has to do all the paper work
of the department. The supervisor give him or her the general
complaints on the [Link] regarding the rooms on various
floors. Also the complaints in public area and all the areas under the
housekeeping department then he writes them down the complaints
register and also files in the complaints slip which is sent to the
maintenance department on a daily basis.
The complaints are noted down and depending on what time they
are received from the floor they are sent to the maintenance
department. The supervisor on the desk sends these complaints
thrice a day in a day. The first thing in the morning that the desk
supervisor does is that of making attendance and giving out the
duties to the staff. The supervisor then fills in a grooming register.
He also prepares a duty chart. The housekeeper’s report better
known, as the occupancy report is also prepared.
This is done twice in a day. The distribution of clean and vacant room to
the reception is also the job of the supervisor. He is one who receives all
the guest calls for special requests. He also enters the lost and found
articles in the register. The desk supervisor plays a very important part
in the housekeeping department. Though it is sitting a job and people
may think that there is nothing much to do in this job, they are wrong.
This job requires whole lots and has to be carried out very efficiently.
The shift timings for the desk supervisor are as follows :

LAUNDRY
The importance of laundry is inevitable as it processes soiled linen and
uniform and supplies clean linen and uniform on daily basis thus playing
an important role in maintaining high standard.
 VALET SERVICE
One of the primary roles of the laundry is to provide valet service to
house guest. Valet is one who be there on call to the guest, fetches
soiled clothes from guest room and returns them with whatever service
the guest demands. This service needs the guest to fill up the dry
cleaning list with his room number and any special instructions. The
valet inspects each soiled garments for tears or stains so the guest
doesn’t hold the laundry responsible. After the necessary service, valet
gives the clean cloth to the guest charges are posted from the laundry
to the cashier.
 GUEST AMMENTIES

Given below is a list of the various amenities provided to the guest in

their room (Supplies).
•Shampoo.
•Soap.
•Conditioner.
•Shower cap.
•Tissue Paper.
•Dental kit.
•Shaving kit.
•Body lotion.
Not working or T.V is out of order etc. There are lists of complaints,
which are taken down by them. They are follows:-
•Toilet or Lamp (s) bulb fused.
•Tube light not working.
•Telephone, T.V out of order.
•Fridge not functioning.
•Furniture broken.
•Glass cracked.
•W.C seat cover loose.
•Flush leakage.
•Main door lock defective.
•Carpet torn.
•Curtains to be replaced & so on.
Any sight fault too is down by then and these complaints are then
sent down to the maintenance department these complaints are
sent to maintenance thrice a day, the floor supervisor has to clear
rooms and give them for to the desk where the room status given
to the reception.
The curtains also have to be looked after by them. The skirting of each
room also has to be nearly cleaned. Even the under bed are checked in
order to locate any kind of unwanted item in the room.
The supplies in the room have to be replenished by the houseman. Then
of course the toilet has to
ROOM SUPPLIES
•Letter head.
•Geeta & Bible.
•Mineral Water bottles.
• [Link].
•Match Box.
•Envelopes.
•Pen.
•Breakfast Card.
•Room Service Card.
•Sewing Kit.
•Comment Card.
•Telephones.
 CLEANING OF THE ROOM

•Leave the door wide open until work in the room is complete.
•Turn on every light, if any bulb is burned our report is immediately and
switch off the lights.
•Immediately report any damage to the room, furniture and equipment.
•Any article left by the guest in a department room should be reported
immediately.
•Hang any article of clothing found on the bed, chaffers or furniture,
neatly in the closet.
• Printed material, magazines and other papers, which are not in the
waste paper basket, should be placed neatly on the dresser.
•Empty all the ash-trays in the waste paper basket spread a newspaper
on the carpet and empty your waste paper basket on it. Never put your
hand inside the basket(there might be blades inside), make sure
cigarette butts are not burning before you wrap the waste the waste in
the newspaper dropped there by mistake.
•Gather all soiled linen and other waste from the bathroom strip the
linen from the bed, shake the linen out thoroughly over the bed.
•Should the bed linen, mattress are wet, strained or torn report it at
once.
•Gather all soiled linen in bundle and take to the hamper on your trolley.
Be carefully not to overload the hamper.
•Bring the clean, linen and make the bed.
•Check and replace the guest supplies.
•Clean the wardrobe shelves and rod. Keep 16 hangers in room. Keep
three laundry bags on the top shelf with laundry lists. Dust the inside
doors, wardrobe floor and corners.
•Open the dresser drawers and clean them. Place the prescribed guest
supplies in the appropriate drawers, the item and amount is given on
your checklist.
•After providing the night service, keep the bed spread on the top shelf
of the wardrobe the wardrobe the luggage rack in case shelf has no
space.
 TURN DOWN THE BED
Pull the night spread gently back, exposing the pillows.
Fold the spread in a three-way fold.
•Top towards the bottom of the bed, approximately 3/4 of the way of
down.
•Bottom towards the head of the bed, approximately ¾ of the way up.
•Fold the right side to the centre.
•Fold the left side to the centre.
•Fold one more time and you have a folded spread that will fit on the closet
chief, baggage bench or in the dresser drawer.
•Pull back the second sheet, blanket and the third sheet in operation, in to
triangle.
•Double bed room occupied by two persons, follow the same turn down
procedure on both sides of the bed.
• Twin bed rooms occupied by one person, turn down bed nearest to bath
room. Turn down the bed facing the night table.
•Twin bed room occupied by two persons turn down each the bed facing
the night pillows.
•Place the good night amenities on the pillows.
 BATHROOM
•Clean the light fixture.
•Clean the shelves and racks with a cloth.
•Clean the tub, basin and WC with VIM only.
•Chrome fixture should be dried with a clean cloth to remove meter spots.
•Clean the wall tiles.
•Clean the bath fixtures.
•WC, seat cover, Hinges, flush Valve should be cleaned, dried and closed with
band.
•Bathroom and room should be dusted properly.
•Mirrors cleaned with damp paper.
•Flit the bathrooms and lampshades.
•Brush all furniture and lampshades.
•Hoover the carpet. Last look to check the room. All pictures straight, curtains
adjusted, telephone cord untangled. Lampshades straight and leaning to the
wall. Lamp cords placed properly for safety and appearance.
•Never go off duty without reporting any room you have not been able to
clean.
 ATTITUDE
•Sincere
•Honest
•Hardworking
•Alert
•Sensitive to the guest needs
•Discipline
•If a guest is a repeat visitors then his history number must be fed.
Reservation number is generated and is retained till 3 days after the
guest has checked out.
 HOUSEKEEPING OPERATING PRODUCERS KEY
CONTROL
Strict and positive control should be maintained over all hotel keys at all
times.

FLOOR MASTER (identification-FM):

These keys will open every door on a given floor including floor pantries
and will be issued in single sets.

DISTRIBUTION: floor supervisors

Room attendants all floor master keys will be held in a locked key
cabinet in the house keeping office except sub-custodies to the
appropriate room attendant during the normal worked by the floor
supervisor. A key control 100 book will kept for the purpose of
maintaining control of the issued.
The floor supervisor held responsible for those section sets, which are
checked out from the key cabinet if a signature in his keys each by
initiating opposite the room attendant’s name and the key set number.
 RESPONSIBILITY

The loss of set master keys which can open every door on one or floor in
the hotel is a very serious matter and could results in the eventual loss
of thousands of rupees worth hotel and or guest property should the
key fall in to the wrong hands. It should be remembered that the loss of
master key is grounds for the immediate and automatic termination of
employment should there be indication of the carelessness or
negligence on the party of anyone in the dying of key- control custody.
 KEY CONTROL
•When not on use, all keys should be kept in a day cabinet.
•Set of key should only be issued to appropriate employment, as needed
each day, at which time they sign for their on a key control logbook.
•The key cabinet must be kept locked all times when the area is left
unattended regardless of the time.
•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 have
signed for the set of keys, they must return their keys in while they are
off the property.
•The employees will sign for the keys by indentifying the set using their
complete in the key log.
•Keys will be checked into the housekeeping office, evening floor
supervisor duty at the working sheet will acknowledge receipt of all keys
on the log with their initials.
•All keys should be sight inventoried by the Evening Floor Supervisor
integral at the end of the evening shift. Any loss or discrepancy will be
reported immediately to the Executive Housekeeper.
 MASTER KEY AND ITS HANDLING
•The Hospitality Assistant also keeps the floor Master key. While is itself is a very
important aspect of your job.
•This key should under no circumstances be given to anybody whether it is a guest
or an employee.
•It guest request to unlock a room, direct him courteously and politely to the
senior Bell Captain in the lobby, never leave the floor master key out off your.
•Check out time is the same as check-in time, it is usually 12NOON in India, but it
can be any time i.e fixed by the hotel when the charges fee the new day are levied.
•Depending on the system of the hotel, and the relations between the hotel and
the guest the charges for half a day or full day for the period either before or after
the said check-out time are charged.
The charges in the Hotel are based on different system:
•E.P. _ European Plan _ Room only.
•C.P._ Continental Plan _ Rooms plus Breakfast.
•A.P._ American Plan_ Room with 3 meals included in the charge.
•M.A.P_ Modified American Plan _ Room PLUS Breakfast any one meal.
In hotel where meals are included in the Room charges or in case of
Banquets or large parties of Buffet a set menu for fixed price is called table-
de-hote. The other way of charges for food is separate for each dish
according to yours orders-A La Carte.
 Duties Of Hospitality Assistant:
•Reporting For Work: Always be punctual, change in to you’re uniform and report in
Housekeeping roll. Get your respective floors.
•Check your Equipment: Before starting your work, make sure trolley is stocked with the
proper amount of supplies for the day.
•Check the departure rooms and also look for any “make my room” cards on the knobs.
(Guests wanting service) Card rooms to be cleaned first.
•Morning occupancy report should be made at 9:00 am. Check all the rooms except with
the (DND) sign for:
•Occupied and slept in.
•Occupied but not used.
•Vacant room.
•Out Of Order (Repair).
•Number of persons in one room.
•Before entering a Guest’s room
a).For the occupancy list, ring the bell once, wait and ring it again. If there is no response
unlock the door slowly and ring the bell again. Should the guest be sleeping. Withdraw
quickly from the room. If the guest is awake politely announce H.K. and that you are
making the room list. DO NOT RING THE BELL IF THE ROOM HAS DND : SIGN ON or Room
is Double Locked.
b).For making up the room follow the same procedure of ringing the bell. If the guest is
sleeping close the door quickly. If he is awake ask him whether he wants you to continue
or not.
 ROOM LINEN

Park stock
Calculate on the average
Bed sheet/[Link]/occupancy
•As the occupancy is high and the oar stock is enough only to manage
for 24 hours.
•To facilities this, the linen has to be sent down twice a day.
•Once in the early morning, covering late evening and night departure.
•Once at 3pm which will corner the rooms serviced for the day.
 SYSTEM OF EXCHANGE

•Linen is sent down through the chute. If there is no chute, the house-
men/room attendants should bring down the linen trolleys whenever
they come down for their tea/lunch breaks.
•The floor supervisor should fill up a soiled linen slip and send it down to
the laundry should tally the daily production with the soiled linen slips
whenever there is a discrepancy , in order to reconcile it.
•Bathroom, newspaper bags and beside mats should be sent down
separately.
 FOOD AND BEVERAGE OUTLET

F & B linen should be stored out separately as napkins, waiter clothes,

tray cloth and table cloth by F & B staff, before bringing it inside the
laundry. All the small pieces should be made into bundles of ten each.
•The linen room/laundry staff should check the quantity at random.
They should also look for any misuse of linen, any detected misuse of
linen should be brought to the notice of the F&B manager before
processing and it should be noted down separately.
 UNIFORM

All the uniform should be stored out in the following categories before
sending them to the laundry.
•Kitchen coats and aprons.
•Kitchen trousers.
•White coat uniform.
•Color cotton uniform.
•Color terry_ cotton uniform.
•White terry_ cotton uniform.
•Terry wool uniforms and dry_ cleaning.
•Saris and blouses.
•Whenever there is a discrepancy in the number of items mentioned the
guest the laundry personnel must immediately inform the guest.

•If there are any undeclared stains or damages on the garment should
be processed only confirming with the guest.

•Any special instruction should be mentioned on a blackboard in the

guest laundry section and should be followed strictly.

•If there are any stains on the garment which could not be removed, it
should be sent back to the guest with a ‘ stain card’.

•If the valet is unable to pick up or deliver any laundry due to a ‘DND’
sign he must place a ‘DND’ slip under the door.
 RELATIONSHIP WITH OTHER DEPAARTMENTS

Each department of our hotel has been established to carry out its own
specialized functions. Yet each is a part of the whole operation and must
co-ordinate it activities with those of all other departments are virtually
self-contained, but by the very nature of its functions the housekeeping
ring department dispenses its employee throughout the house.

FRONT OFFICE

Rooms are chief concern of both departments. They must continually

exchange information on room status, front office makes the
discrepancy report from the housekeeping
occupancy report. (He should be very careful in making the list).
 ENGINEERING DEPARTMENT

It is housekeeping department’s job to inform all mono repairs before

major breakdown occurs. They must both combine to have the
maintenance done with the least annoyance to the guest.
LAUNDRY DEPARTMENT

The hotel has its own laundry. The laundry washes the uniform of the
staff, all kinds of linen and guest linen. Linen bag which is hung on to the
maid’s trolley and when the bag is full, it is emptied outside the linen
closet. The linen is later counted and the total quality is noted down and
then thrown down the chute, which opens, into the laundry. These are
then again counted in the laundry by the laundry man be the laundry
man. Fresh linen is collected against the list, which contains the total
number of loonies, sent down the chute. For a steady and efficiently
flow of linen from the laundry to the housekeeping and from the
housekeeping to laundry, it is essential to properly sort each category of
linen size wise and those, which are badly soiled and less, soiled.
 DESK ATTENDANT DUTIES

•Prepare room attendant sheet with the following information.

•Expected arrivals.
•Expected tome of arrival.
•In house guest.
•VIPs.
•Expected department.
•Under repair room.
•Issue keys and see that they are signed for in the key registration.
•Inform the floor executive when the flower comes.
•Check the quantity and quality of flowers.
•Send TS of required.
•Check emergency item.
•Inform message in time.
•Never give store keys to anyone.
•Keep the following on the executive housekeepers table.
•Expected arrivals.
•In house.
•Under repair chart.
•Write maintenance on time and enter the job order number in the
message register against the complaints.
•Under repair chart to be made.
 NIGHT SHIFT

•All corridors to be cleaned.

•VIP rooms during & amenities to be placed.
•Elevators to be cleaned.
•Flower room to be cleaned.
•Linen distribution on all floors equally.
•PA work to be checked & mention in the logbook.
 CONCLUSION
As I got my first real experience of being a service personnel in the Hotel, I
realized it was by no means an easy task and one that requires immense
enthusiasm, and perseverance. What I have developed over the 17weeks is all
this and much more… I have now developed passion
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 that
every individual is different and everyone 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
that 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 thanks 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.