Six months Industrial Report on Department Operations at Park Plaza

Submitted To Ms. Manmeet Sodhia

Submitted By Jaskirat Singh B.Sc (HMCTT) Roll No.10200480030

Ivanna Institute of Hotel Management Ludhiana

ACKNOWLEDGEMENT
I bow in gratitude to Almighty God for giving me coverage to venture out this project. Any research is never an individual effort. It is contributory effort of many heads, hands of being. A formal statement of acknowledgement will hardly meet the ends of justice in the matter of expression of my deep sense of gratitude and obligation to all those who helped me in the completion of this project. No words suffice my feeling of immense gratitude of my project guide Ms. Manmeet Sodhia for her valuable guidance, increasing encouragement and untiring efforts during the course of training. His generosity and humility will always be remembered me. Last but not least, I would like to thank all the staff members of Ivanna Institute, Ludhiana for their cooperation and dealing a friendly environment for us in the organization. I feel highly previliged to be grateful to my parents for their encouragement and support in this regards as they do in every sphere of life. I also extend my warm thanks to my parents who always encouraged me to work earnestly during the project work.

Jaskirat Singh

Index
S.No. Topic Page No. 14

1.

Majestic Park Plaza Whos Who

2.

3.

Vision

4.

Mission

5.

About the Place

6 8 20 21 23

6.

Food and Beverage Service

7.

House Keeping

8.

Front Office

24-26

9.

Food Production

27-29

10.

Conclusion

30

MAJESTIC PARK PLAZA PROFILE

THE COMPANY & HISTORY

Sarovar Hotels &Resorts Pvt. Ltd. Pioneered in venturing into the mid-market segment in the Indian hospitality landscape. The Company over a period of ten years has successfully churned the demand in this segment, and is now the fourth largest chain in India, with 28 hotels across the country and overseas. It has a diverse portfolio encompassing hotels, resorts, restaurants and corporate hospitality. The properties vary by type, size and the market niche they serve. It provides a consummate and unmatched international hospitality experience at competitive price offerings.

In the global communion, Sarovar Park Plaza Hotels has capitalized on the emerging business opportunities by adopting a dynamic and performance driven approach, evolving constantly and adapting swiftly.

A strong focus on the proverbial bottom line, continued development of staff and an intricate understanding of the needs of the Indian market and consumer have catapulted the company to its present success. Through expertise and a comprehensive involvement it tries to make every project a success.

The company firmly believes that mutual respect; long-term partnerships and strong ethics and integrity are essential to achieve ultimate success. It follows the principlecollaboration is the key work to mutual success and growth The company is managed by competent professionals endowed with a wealth of experience. It is their keen understanding of the hospitality business and their expertise in technical knowledge that has propelled the company to the forefront of the hotel industry.

Sarovar Hotels & resorts Pvt. Ltd. continues to enter into strategic tie-ups and excels through innovative hospitality solutions. It has pioneered unique food and beverage concepts. Geoffreys Pubs are unanimously hailed as some of the finest in the country.

It has been associated with a number of prestigious projects from time-share groups, construction of experienced professionals and technical expertise.

The company offers its partners:

A team of through professionals with an exemplary track record, all of who have held senior management positions with the finest hotel companies in India and overseas.

A strong team of corporate operating heads supported by senior specialists in Food and Beverage, Kitchen, Housekeeping, Engineering, Finance and Sales and Marketing

A strong sales network across India backed by the support of the global sales offices of Carlson Hospitality Worldwide

A strong nationwide network with the ability to deliver business to hotels

Continuous training and upgrade opportunities

Young and very motivated team of mid-level managers.

Strong adaptability, proactiveness and ability to predict and adjust to environmental forces.

Ability to identify market gaps/niches and expands rapidly to fill the same

Ability to attract, retain, train and develop a level of talent otherwise difficult to achieve for a single unit property.

Value for money marketing strategy.

Sarovar Park Plaza Hotels is continuously working towards developing world-class systems and a training culture to deliver customer delight by continuously raising the level of customer satisfaction. It aims to extend the same Sarovar Park Plaza hospitality experience in every city across India.

There is a constant endeavor to evolve into a progressive organization, which extends equal opportunities of growth and progress for all its employees and partners by providing them continuous training and counseling at every stage.

WHOS WHO

Chairman Chief Managing Director Executive Director General Manager F&B Manager Executive Chef Sales Manager Financial Controller Human Recourse Manager Chief Engineer Executive Housekeeper Front Office Manager Purchase Manager Stores Manager Tele Marketing Manager

Mr. Jagpal Singh Khangura Mr. Jasvir Singh Khangura Mr. Harbans Singh Kanwal Mr. Arun Jaie Mr. Sabyasachi Chatterjee Mr. Sudhanshu Rajhans Mrs. Archna Mr. Sunil Kwatra Mr. Prajnananda Nayak Mr. Manu Sood Mrs. Vineta Nitesh Bahadur Mr. Pratik Dixit Mr. Sukhwinder Pal Singh Grewal Mr. Pankaj Nijahwan Mr. Bhawana Kapoor

VISION
To maintain a position as a leading player in the hospitality landscape of all the countries in which we operate

MISION
To provide our guests superior hospitality at excellent value in varied market segments, our property owners the highest possible returns and our employees continual satisfaction and growth opportunities, all while focusing on our own growth and maintaining consistency in product, warm personalized service and absolute transparency in all our dealings.

ABOUT THE PLACE

The largest city of Punjab in India is Ludhiana. It is a tourist destination too as it has a rich historical significance. The city is beautifully placed along the banks of Sutlej River. This city is also important as a business center of Punjab. Most of the Hotels in Ludhiana in India provide ample scope of relaxing in the peaceful environment and enjoy your vacation in Punjab. Majestic Park Plaza Hotel in Ludhiana reflects a blend of classic Punjabi architecture and contemporary hotel amenities. The hotel is suitable for business tourists and tourists who come to Ludhiana for sightseeing. The hotel is an example of grand style and is regarded as a landmark in Ludhiana.

A city was found during the rule of the Lodhi Emperors on the site of a village Mir Hota in the year 1481. The founders were two army generals namely Yusuf Khan & Nihang Khan. The Lodhis administered the art to restore peace and order due to disturbances caused by the Bilochis. Some Historians believe Ludhiana is the changed name of Lodiana meaning the town of Lodhis. Today it is the Manchester of India due to prominence in Hosiery, Cycles, the automotive parts industry and agriculture.

Ludhiana is a typical North Indian unplanned city. A high percentage of locals are NRI settled in UK, US and Canada. Majestic Park Plaza Hotel in Ludhiana reflects a blend of classic Punjabi architecture and contemporary hotel amenities. The hotel is suitable for business tourists and tourists who come to Ludhiana for sightseeing. The hotel is an example of grand style and is regarded as a landmark in Ludhiana.

Function Palaces: a misnomer for glorified tent houses is the only venues for above 300 pax functions. Function palaces abound the place like eating houses dot a normal city, with no dearth of people getting married

Yellow Chilies: is the most popular restaurant in town. A signature restaurant of renowned Chef Sanjeev Kapoor has predominantly Indian cuisine & also Chinese.

Chawala Cream Chicken, Dodha Sweet Mart, Basant Softy Cream Center( fast food and ice cream parlour), Hot Breads, Bukhara-take away kebab corner are the popular eateries

Dhabas offer the best fare and value for money by the ways of quality & quantity.

Verka the biggest dairy of North India is located here.

Punjab Agricultural University campus patterned after Lord Grant College USA is a landmark of its own/

Christian Medical College has its only other branch here after Vellore. Cities near Ludhiana are Chandigarh (90 kms CONNECTIVITY Centrally located, 3.5 Km from the Railway Station and 16 Km form the Airport

FOOD & BEVERAGE SERVICE

FACILITIES Facilities in Room

Mini bar 24Hrs Room Service Same day laundry and dry-cleaning Safety locking systems and Bay window Doctor on Call STD & ISD Direct Dialing Hot and cold water Central Air-conditioning

Food & Beverage Facilities

BREAK FOR THE BORDER 24Hour Coffee Shop Located at lobby is a favorite stop for all day dining with its buffet and a la carte offers for breakfast, lunch and dinner. The Sunday brunch is a most popular affair here!

TIMING

: 24hrs

LOCATION

: Diagonally right at the lobby level, along with the terrace

THEME

: Presenting the theme the walls of restaurant are three sided and one is open to the lobby. There are broken bricks pasted on walls. The ceiling appears like clouds. Pictures around the walls have modern images. It is a multi cuisine restaurant with quick economical service. It serves selected North Indian, Oriental/ Italian/ Continental and South Indian cuisine. Entertainment with a live Piano Music from 20:00hr-23:00 hr and channel music.

COVERS

: 82

TYPES OF SERVICE: Self service from buffet and live counter. American service from A la Carte and Table d hote menu

Orient Blade- Classic Chinese restaurant serving Schzewan & Cantonese cuisine.

TIMINGS

: 19:30hr-23:30hr

LOCATION

: On -1 Level, adjacent to the Kohinoor Banquet Hall and Visage the Beauty Saloon

THEME

: This restaurant provides the delicacies from the Eastern-Asian

countries, generally the Chinese cuisine which varies in Cantonese and Szechwan. The entrance door is wooden and appears as an interior part of ship. The floor is half wooden and half Italian marble in square shape in white and brown colour. The pictures on the walls show the different seasons. The lighting is focusing on each table. A live band arranges the entertainment.

COVERS

: 80

SEATING

: 58 covers with two Private Dinning rooms PDR 1 of 12 covers

PDR 2 of 10 covers TYPES OF SERVICE : Platter to plate, A la Carte

AVERAGE SALES

: Rs. 15000/day

Champs (The sports bar) - The bar with a distinctive atmosphere-the right place to unwind and chill.

TIMINGS

: 11:00hr-23:00hr.

LOCATION

: On the left of the Front Desk at lobby level

THEME

: The sports theme of bar reflects through the paintings of all time great sports personalities on the walls.There is a theater projection for watching the live games around the world. The dinner lights

do a magic of night. The flooring is all wooden.

COVERS

: 52 total seating arrangements. 16 barstools around the circular bar. Other seating is sofa along the wall

SERVICE

: Offering a wide range of spirits, cocktails, imported beers and wines with snacks to match.

Tea Lounge- Serene and uniquely styled, ideal place for a quick business meeting or for catching up with an old friend.

TIMING

: 11:00hr-23:00hr

LOCATION

: Diagonally right from the Front Desk at the lobby level, opposite to Coffee Shop.

COVERS

: 36

SERVICE

: Service of hot and cold beverage with a wide range of finger snacks.

Club Lounge- Developed with the concept of a hotel within a hotel, an option to entertain visitors without compromising the guest privacy. : At 5th level of the hotel

LOCATION

TIMING

: 07:00hr-00:00hr : It is exclusively for the guest staying in the Club Room at 5th level. It consists of meeting rooms, library, T.V. and attached bar.

THEME

SEATING

: 12 covers lounge seating

SERVICE

: Butler Service

Terrace Grill- Serving premium grill in a electrifying atmosphere.

TIMINGS

: 19:30hr-23:30hr

LOCATION

: Terrace Grill is located at the lobby level. It is an open to space

eating joint facing the Pakhowal road. It is adjacent to the Tea Lounge and the Coffee Shop.

THEME

: It is a place you can get a wide range of Tandoori cuisine. Terrace Grill provides grilled and roast items with a range from Indian to Continental. Live cooking is done in front of the guest by our expert chefs.

COVERS

: 85

SEATING

: Round table sitting arrangement is available in this open to air

eating joint. Booking of tables is also done here in advance.

Punj Spice- Exclusive Mugalai & Punjabi Cuisine served with panache in a royal ambience. Live ghazals make it a regal experience.

TIMING LOCATION Coffee Shop THEME

: :

19:30hr-23:00hr On the right at lobby level, adjacent to

Ensemble of Indian food, culture and ambience. Food combines the famous Muglai, Lodian and Hyderabadi delicacies. Entrance is representing the crafting of Divan

earlier Muslim monuments. Ornate

is placed at side of Hostess Desk. It is famous for its candle lit dinner in a dimmer light. Carpet flooring is done all where in the restaurant. Pictures showing the Lodi-

traditional day to day acts of

Emperors creates a wonderful ambience . Entertainment is Ghazals. COVERS SEATING : : 72 62 covers with one BIRADARI resembles as a meeting point in old times, which can seat 10 covers. done with live classic

ROOM SERVICE

LOCATION

At lobby level in the main kitchen which is located between the coffee shop and Indian Restaurant

TIMINGS

24 hr

CUISINE

Selected from Indian, Continental and Chinese cuisine there is an A la Carte

Room Service Menu. In it there is limited menu from 23:00hr-07:00hr called odd hrs. SERVICE : There is an important part of room service to make the stay of guest comfortable and enjoyable. It provides service for 24 hr with desired meal within comfort and privacy of guest room.

Breakfast is charged in rooms for in house guests. Complimentary fruit platter is served to room guests when it is demanded. Special discounts are given to guests availing Majestic Privilege Card facilities.

ROOMS

BANQUETS
Banquet and conference halls arrange events from small and private gathering to extravagant and excellently arranged receptions.

There are six fully air conditioned conference rooms, accommodating from 10-500 pax. There is a business centre to encourage businessmen and corporate guest meetings. Proper arrangement for good quality lighting system has been made which is well appreciated by the guests.

All Private board rooms are provided with audio-visual conference facilities and stationary. These all make it best for conference banquet, conventions and exhibitions.

CONFERENCE & BANQUETING ROOM CAPACITY

S.NO

MEETING ROOM

AREA (Sq. ft.) 9500 6000

THEATRE

CLASS ROOM

BOARD ROOM 125 100

U- SHAPE

1 2

DARBAR KOHINOOR

450 200

225 125

175 75

3 4

FIRDAUS REGAL ROOM-I

2625 750

75 25

40 18

30 18

40 15

REGAL ROOM-II

800

25

18

18

15

DIWAN-EKHAS

525

20

10

15

15

HALL RENTALS S.NO. MEETING ROOM 1 2 3 4 5 6 7 DARBAR KOHINOOR REGAL ROOM-I REGAL ROOM-II FIRDAUS DIWAN-E-KHAS BOARD ROOM 1,75,000 1,00,000 25,000 25,000 45,000 24,000 10,000 0900hrs-1800hrs 1900hrs-Mid Night 1,75,000 1,00,000 25,000 25,000 45,000 24,000 10,000 Night Charges 2,50,000 1,55,000 40,000 40,000 70,000 36,000 18,000 Hold

SWIMMING POOL

The hotel offers its customers a swimming pool with lifeguards and swimming pool attendants. Some of the main facilities are. F & B Service Pool side chairs Guest safety Care of lost and found items First aid Lockers Separate Changing rooms for ladies and gents

HEALTH CLUB REFLEXIONS

One of the best in the region reflexions is a place for the fit body and fit soul. The health club offers the only boxing ring in Ludhiana with specialized instructors present to help the guests. Following are the main attractions of Reflexions. Boxing Ring Coessential Stepper Cycling machine Spa area Massage Jacuzzi Sauna bath Steam bath Aerobic area Yoga center Locker room Changing room First aid

MAINTENANCE
The maintenance department is responsible for The overall upkeep of the hotel and its property. It is responsible for all work related to the electricity, plumbing, car-painting etc. Maintenance department makes it possible to keep the hotel building as new as it was at the time the hotel came into existence. Smooth functioning of air conditioning system, Smooth functioning of water system, and supply of gas to the kitchens. Repair and maintenance of all the equipments, tools and furniture of the property. Repair of different pipelines spread all around the hotel premises.

HOUSE KEEPING

HOUSEKEEPING
A hotels business depends on the guests. A frequent guest knows the difference between a good and a mediocre hotel. To him a hotel is both a home and a office which is visited many a times in a year. In a competitive situation the guest will choose a hotel in which he feels welcomed. He wants just more than wine and dines. Housekeeping is the department that is perhaps responsible to bring back the guest to the hotel again and again. This is so because the guest wants personal recognition and House Keeping department has ample scope to pay attention to all guests thus making them feel important.

Moreover, this is the department that is indirectly responsible for earning the maximum revenue for the hotel because the rooms sold by the Front Office are the rooms made by the House Keeping. We have in all 120 rooms out of which 90 rooms are sellable. Following are the different types of rooms available with us 1st floor Superior rooms 15 rooms

All rooms are furnished with red upholstery. Room no. 109 is specially designed for physically challenged people. 2nd floor 3rd floor Superior Rooms 4th floor

Net Cradle Executive Suits 25 rooms

27 rooms 2 rooms (311, 317)

All rooms are furnished with Blue Upholstery Executive Suits Deluxe Rooms All rooms are furnished with Blue Upholstery 5th floor Presidential Suits Club Rooms 2 rooms (411, 417) 25 rooms

Deluxe Suits 1 room (517) 20 rooms

3 rooms (518,510, 514)

All clubrooms are furnished with Green and golden Upholstery.

Laundry valet is also provided to the guests in an in house laundry. Our Laundry has the following features Tumbler Dry Washing machines Water Extractor Dry cleaners Simple irons Steam irons Hydro machines Puzee machine Victor wolf scrubbing Vacuum Cleaners (Dry & Wet) Diver Scrub 42 + 1no. 3 nos. 3 big, 1 small 2 nos. 1 nos. 3 nos. 1 no. 3 nos. 1 no. 1 no.Machine 2 no.

Apart from the above facilities the housekeeping department also provides facilities such as flower arrangements and public area cleaning. Both these tasks are done on contract basis. Linen room is responsible for taking care of the hotel linen including room linen, employee uniforms and linen used in banquets and different restaurants.

Besides the guest rooms, House Keeping has to look after all the public areas, corporate offices, banquets, restaurants etc. and it is not an easy task to keep the entire hotel sparkling thus justify the motto A hotel is a home away from the home.

FRONT OFFICE

FRONT OFFICE
The Front Office department of a hotel is the first point of contact between the guest and the hotel, whether in person or on the phone. The hotel generates more than 50% of its profits from the revenue of room sale. This is done by Front Office. It also helps the in following ways Reservation of guests Registration of guests Guest Handling Complaint Handling Room allocation Issue of Key cards

Front Office presents the image of the hotel so its efficiency and dcor gives a good impression about the hotel. It could also be termed as the control centre of the Room Division, providing 24hr attention towards the handling and service of all guest requirements and needs. The Front Office employees play a vital role in the creation of a positive first and lasting impression, and the establishment of an on-going rapport of guest.

In addition the department ensures that the impression created must be one of quick and efficient service by friendly, courteous, informative and helpful employees. All Front Office employees at Majestic Park Plaza fully trained and well experienced in their job functions to ensure they are able to handle any situation that may arise in a responsible and professional manner. Complimentary rooms are offered to management. Employees. Reduced rates are also offered to certain customers

ROOM TARIFF SUPERIOR Single Occupancy SUPERIOR Double Occupancy CLUB REGENCY Single Occupancy CLUB REGANCY Double Occupancy

Rs. 4950/-

Rs.5450/-

Rs. 5450/-

Rs. 5950/-

EXECUTIVE SUITE

Rs. 9250/-

DELUXE SUITE

Rs.10,500/-

PRESIDENTIAL SUITE (Latala)

Rs. 24,500/-

EXTRA BED

Rs. 800/-

FOOD PRODUCTION

FOOD PRODUCTION Food Production department is a non-revenue producing department but virtually it creates a satisfied and regular guest. The organization of kitchen varies due to size of outlet and theme. All the kitchens in Majestic Park Plaza are well planned for a quick and hygienic handling of food orders.

We have divided our kitchens as following

MAIN KITCHEN

INDIAN KITCHEN (Punj Spice)

BAKERY

PANTRY

SOUTH INDIAN KITCHEN

CHINESE KITCHEN (Orient Blade)

CONTINENTAL KITCHEN

BANQUET KITCHEN

TANDOOR SECTION

CAFETERIA

GRAVY SECTION

HALWAI

GARDE-MANGER

BUTCHERY

The Garde Manger means the Larder or the cold kitchen. This section of the kitchen prepares all sorts of cold items and caters mainly to banquet parties. According to the party orders the different salads, tarts, canaps are prepared and sometimes some canaps

are also provided to Room Service. The chefs working in the Garde Manger specialize in butter carvings, vegetable carvings, and ice carvings and they are able to display their skills at several banquet functions.

The Butchery is responsible for the mise en place of non-vegetarian items to all kitchens. They receive a requisition a night prior to the actual requirement so that they can prepare the raw material in time. De-boning of lamb/mutton/fish and skinning and cutting of chicken is also the job of the butcher.

The Bakery has three main sections called Confectionery and Cakes, Desserts, BakeryYeast Products

CONCLUSION
The project has been prepared to list out the operational aspects of different departments of Park Plaza Hotel Ludhiana. After compiling the various informations of different departments and providing solution s to the

various problems a solution may be drawn that no department is without problems. The project has partially explains the various functions and procedures of department at The Park Hotel Bangalore. The hotel running reasonably well and has a good share of business is and

corporate clientele but it is worthy to mention now that the system and procedures need an up gradation. A little more strain on the delegation of power should be given. I suggest a closer coordination without interference between all the departments. There should be a regular training of the staff by

various section heads. This will ensure smooth running of the hotel. The Park Plaza Hotel faces staff competition posed by other star hotels in the city. It also comparatively for the hotel to have more satisfied staff. For this the personnel department should check the appraisal of all

employees and give promotion and incentives to all the deserving people.