Trident Gurgaon

INDUSTRIAL TRAINING REPORT
Submitted to-
Amity School of Hospitality, Amity University

Lucknow Campus
Submitted By-
Rishu Rastogi
BHM IVth sem
Enrollment No.: A8028912008
Batch 2012-2015
1
INDEX
ACKNOWLEDGEMENT
HOTEL OVERVIEW
FRONT OFFICE
FOOD & BEVERAGE SERVICE
FOOD PRODUCTION
ACCOMMODATION
CONCLUSION
ACKNOWLEDGEMENT
With a deep sense of satisfaction and gratitude to Training Manager Ms. Ira
Bakshi & all Heads of Departments along with staff members of TRIDENT,
GURGAON. I wish to place on records that the training was imparted in a highly
congenial atmosphere true to the reputation of TRIDENT, GURGAON has been
of immense value to me and it will be my endeavor to put into practice all that I
have learnt to sharpen my skills and develop my skills and develop my
personality It is because of their ardent and consistent efforts I was able to imbibe
so much which was not possible in such short time. The training has helped me
to inculcate the right kind of skills, knowledge & attitude to make a career as a
successful hotelier.
Rishu
Rastogi
KEY EXECUTIVES
Designation
Name
President
Mr. Kapil Chopra
General Manager
Mr. Nitesh Gandhi
Food & Beverage Service
Ms. Akansha Lamba
Executive Housekeeper
Mr. Vipul Gupta
Executive Chef
Chef Sandeep Kalra
Front Office Manager
Mr. Arjun Belliyappa
HRD Manager
Ms. Alicia Chandy
Training Manager (Executive)
Ms. Ira Bakshi
INTRODUCTION
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
registration and assigning room to customers.
followed
by
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.
The Front office is the nerve center of the hotel. It encompasses
the Reservations office, the Reception, and Information desks.
For most guests, contact with hotel is established even before
they enter it through the reservations office and this contact
with the Front Office is maintained right through their stay check
out.
The Oberoi Hotel comes under the top ten leading hotels of the
World. It is apparently one of the best and also one of the oldest
in the country.
HOTEL PARTICULARS:
THE TRIDENT
443, UDYOG VIHAR, PHASE V,
GURGAON,
6
NATIONAL CAPITAL REGION- 122016,

INDIA.
TELEPHONE: 91-124-2450505
FACSIMILE: 91-124-24506060
E-MAIL:reservations@tridentgurgaon.com
TRIDENT GURGAON is a business hotel with a difference, built in
seven acres of beautifully landscaped gardens, this being an
imposing
yet
characterized
serene
by
presence,
domes,
long
resort-like
walkways,
inner
ambience
courtyards,
reflection pools and fountains. The hotel has 136 rooms which
include a Presidential suite and six Executive suites, facing the
garden, courtyards and pools.
REFLECTION OF THE POOL
ABOUT THE HOTEL

The franchise company of the hotel is M/s Orbit Resorts Ltd.,
Chandigarh. The total area of the hotel is 7 acres. The main water
bodies water capacity is 8 lac litres .The Backlit Mesh Framework
is made off hand cut Dholpur stone slabs. The height of the
Welcome Pavilion is 8 meters. The trees in the reflection pool are
the Frangipani Trees. The hotel has 3 water bodies that is the
main water body, swimming pool and the reflection pool. Mr. Lek
Bunnag is the architect of the hotel.
The operational hours of the swimming pool is from 0600hrs to
2100hrs.The swimming pool is only for resident guests of the
hotel. The timings of the all day dinning restaurant (Cilantro)
6:30Am to 1Am.The timings of the pool bar is 9AM to 8PM.
The buffet timings at Cilantro areBreakfast: 0630hrs-1030hrs
Lunch:
1230hrs-1530hrs
Dinner:
1930hrs-2330hrs
The timings of Saffron (Indian Restaurant):

1230 to 1530, Lunch
1930 to 2330, Dinner
Opera is the hotel management software used by front office.
The timings of The Bar
0900hrs to 0100hrs
ACCOMMODATIONS
We have 136 rooms which split into:
1 Presidential Suite
6 Executive Suites
43 Deluxe Rooms
28 Superior Pool View Rooms
58 Superior Garden View Rooms
Different Room Categories Along With Their Area
Superior Garden View Room
309sq.ft
Superior Pool View Rooms
309sq.ft
Deluxe Rooms
388sq.ft
Executive Rooms
618sq.ft
Presidential Rooms
1557sq.ft
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STANDARD ROOMS
King/Twin bedded room with a garden view. All rooms have
Wireless Internet access, 2 line phones, mini bars and in-room
tea/coffee making facility.
SUITES
Pool facing suites with a living room, and a walk-in wardrobe. It
has butler service, a DVD player, wireless Internet connectivity
and 2 line phones.
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EXECUTIVE ACCOMMODATIONS
Large room with a walk-in wardrobe, separate shower stall and
bathtub, butler service, Wireless Internet access, 2 lie phones and
DVD player.
RECREATON & FITNESS
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Fitness Room
Pool
13
GYMNASIUM
The hotel has a fitness centre that is opened from: 0600hrs to
2100hrs. The Gymnasium has state of the art Cardio-Vascular
equipment from Techno gym USA.
SPA
The timings of the spa are 0600hrs to 2100hrs. The treatments
available at the spa are Spirit of Ayurveda, Oasis of Harmony, and
Touch of Serenity. The Spa at the Trident Hilton is a non-clinical
Spa offering soothing and relaxing treatments. Services offered at
the spa are Massage, Body Treatment, Facial, hand & foot care,
and spa packages. The facility of hair cutting, waxing, threading
and special treatment is provided to the guest on request.
FOR CHILDREN
Baby sitting services
Cribs
High Chairs
FOOD & BEVERAGE OUTLETS

CILANTRO
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Type of Cuisine:
Food Theatre for all 3 meals, with an array of cold and hot
stage options featuring cuisine from the Occident, the
Orient and the Americas.
Opening hours:
6:30 am 01:00am
Covers:
64 Seats in the main restaurant and 40 seats in the
verandah.
Ambience:
o An Interplay of William Grey and Thassos White Marble in
the flooring, table tops and food theatre stages.
o A combination of high back upholstered chairs and
armchairs with fabric seats.
SAFFRON
Type of Cuisine:
A selective cull from the greatest culinary traditions of
Northern India. A fortnightly rotation of highlights from
different regional cuisines of the country such as:
o Bengal in the East
o Kashmir in the far North
o Andhra Pradesh and Kerala in the south
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o Goa and Gujarat in the west.
OPENING HOURS:
Lunch 1230 Hrs -
1530 Hrs
Dinner 1930 Hrs -
2330 Hrs
Covers: 42
Entertainment:
Live Indian Instrumental Music.
Ambience:
An electric fusion of black granite, gold leaf and thekri work,
with golden columns as part of the center feature. Show
plates on black runners and ecru table cloths.
THE BAR
Type of Cuisine:
A small selection of finger snacks and a selection of
cocktails and wines by the glass.
Opening hours:
9:00 am midnight
Covers: 40
Ambience:
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Cherry wood parquet flooring, walls finished in Leather and

black granite topped tables.
POOL BAR
Type of Cuisine:
Light Snacks and spa cuisine
Opening hours:
10:00am 8:00pm
Covers: 12
Ambience:
Marble counter with a display bar.
KONOMI RESTAURANT
CUISINE JAPANESE
A VENTO BOX IS SERVED TO THE GUEST WITH ALL THE
JAPENESE MEALS
Opening Hours:
Lunch 1230 Hrs -
1500 Hrs
Dinner 1930 Hrs -
2330 Hrs
Covers: 20
Entertainment:
17
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DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at The Trident are1.
Bell Desk
2.
Information.
3.
Reception.
4.
Cashier.
5.
Concierge.
6.
Reservation
7.
Instant Reservation desk.
INTERACTION BETWEEN GUEST AND THE HOTEL:

During the hotel stay, a guest may require certain services from
and engage in various transactions with the hotel.
One or the
other section of the hotel front office mostly handles these.

Following is the example of interaction of the guest and the hotel
at different stages of his stay:
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.
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.
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5.
Business Center : For various facilities like 'Board Room, F Email, Fax etc.
Check out
1.
Front Office Cashier: For Bill settlement and checkout.
2.
Bell Desk : Baggage handling and transportation .
JOB DESCRIPTIONS
FRONT OFFICE MANAGER:
1.
He is responsible for the functioning of this department.
2.
He checks staff attendances, duty rosters, & sanctions

leaves.
3.
Staff disputes.
4.
He deals Guest complaints.
5.
He sets the work standards.
6.
VVIP & VIPS are treated as per his specifications.
7.
Introduction of new systems viz. The instant reservation

system needs his consent. He grooms staff in this aspect.
RESERVATIONIST:
1.
They should be present all the time in Reservation when is

open.
2.
They take down reservation request on a form & store them

in Whitney racks.
3.
They prepare reservation register.
4.
They put all the informations in a computer.
5.
Reservationists have a tough time attending guest calls,

extracting necessary information from them & make the
reservation.
6.
They make cancellation & amendments.
RECEPTIONIST:
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1.
The receptionist handles two sections Information &

Reception.
2.
In reception they greet guests & if they have reservation

allot them rooms.
3.
Maintains key rack.
4.
Prepares guest Registration Form & posts it the registration

in the computer.
5.
They prepare Night Receptionists Report, Departure

Register.
6.
They print, Expected arrivals report from the Computer.
CASHIER:
1.
Handles the cash section.
2.
Prepare Master Bill from Computer & explains it to the

guest.
3.
Posts individual bills in respective guests folio.
4.
Prepares Encashment certificate, Foreign exchange records,

etc.
5.
Makes Telephone & Telex bill.
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 alloting 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.
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In the case of a walk-in, the receptionist fills out the

registration card and checks the computer for vacant rooms. The
receptionist checks up with the assigned rooms report also to
ensure that the room allotted is vacant. The key card is filled up
and the appropriate key is placed in the card and handed over to
the guest. For registration, everything is done on the computer.
Hence manual labor is saved on as the guests check in and are
billed directly through the computer as the entire hotel operations
runs on computer.
A group coordinator always awaits the group to check in.
The group leader is then taken to the Bell Desk/Side desk, here
the group coordinator checks with the rooming list.
The group
coordinator allots the keys along with the key cards. The rooming
list is also needed to identify the guest baggage. The bellboys
then carry the baggage up and in this manner a group is checked
in.
ROOMING LIST
This is like a form, which stays with the group co-coordinator. It is
needed during the time of checking in of a group.
It states all the names of the number of people in that group, in
the order they want to stay. This means that the type of room
whether single, double and triple is mentioned.
It is through this list that the rooms are allotted and the guest
baggages are identified.
FUNCTION PERFORMED DURING

ARRIVAL OF A GUEST
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Welcome the guest
Ascertain
room
requirements
&
cross
check
with
the
movement list.
Hand over the guest registration Card along with an open to

the guest.
while the guest is filling up the GRC.
Select a vacant clean (VC) room keeping in min-guest choice

if any Room
is free for the entire duration of stay.
Take out the appropriate key from the box and prepare the
key card.
Ensure that all the details on the G.R.C. are filled in properly.
connection released.
feed the G.R.C into the computer.
Make entry in the arrival departure register.
Update room position if necessary.
Make C form in case of foreigners.
Prepared in duplicate Foreign Regional Registration Office copy

Hotel copy
Amenities are provided through Amenities Voucher.
DEPARTURE FUNCTIONS:
1. When the guest settles their bills the registration card and the
keys are given to the reception.
2. Keys are kept back in place.
3. An entry is made in the departure intimation sheet for
departments like
23
House keeping.
Room Service.
Telephone & telex.
4. Inform the housekeeping over the telephone so that the

concerned housekeeper can attend to the departure room.
5. Make entry into the departure register.
6. Write down the date of departure behind the Registration cards
aside.
OTHER FUNCTIONS PERFORMED:
RECEIVING MESSAGES:
A hotel provides a complex series of
services
in
to
guest
and
order
that
all
are
co-ordinate
communication is very essential. Incoming calls are transferred

to the guest.
If the guest are not available the message are
noted down and the message light is turned on for the room. So
that the guest comes to know that there is a message for him at
the reception.
TRANSMITTAL SLIP : It is a facility provided to the guest. In
case the guest needs a car for the day as incase of airport pickup
or a drop to some place, transmittal slips are filled in.
This is
prepared in duplicate. The Lobby manager has to sign on it.

ROOM CHANGE : In case of room change, a change slip is filled
in.
Four copies are prepared.
departments :
Bill Department copy.
Room Service Copy.
House Keeping Copy.
Telephone copy.
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They are for the following
MAINTENANCE:
In case of maintenance of anything in the
reception department.
A maintenance order is filled.
It is
prepared in duplicate.
HANDOVER: During the change of shifts the person working has
to handover all the responsibilities to the person who has come
in. For this a handover slip is filled up and also writes down the
necessary work to be performed by the next shift. So that work
can be carried out smoothly.
GUEST REGISTRATION FORM
This particular form is presented to the guest when he
checks-in, and it mainly consists of Name, Address Organization,
designation, & nationality and in case of a foreigner it contains his
passport no. details along with Room no.
Date of arrival and
departure. And the mode of payment.

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

Room key Card is issued by the receptionist of the Front office
Department to the guest, who checks- in the hotel. It is a card,
which is used as a identification card by the guest in the hotel
while requesting for the key, signing in the restaurant, bar and on
checkout, On one side of the card it contains Name, Room no.,
rate, arrival & departure and on one side is the different outlets
of the hotel along with their timings are given.
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RESERVATION CARD
A reservation card is one that is filled in at the time of check in.
The details extended are: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
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CONCIERGE
The concierge counter at the Trident is situated alongside the
reception counter. They both belong to one counter but are
distinctly separated from each other due to sign boards. The
information desk is mainly for the purpose of the name is has
been given. All those guests staying in the hotel needing any kind
of assistance/information are attended to, the kind information
varies. There are many guests with different queries. Normally a
guest asks for information about different places to be seen in
outside the city. They are normal tourists and they also ask for
details like transportation facilities within the city and their fares.
A guest may also ask about information about tours conducted.
Some guests also enquiries about facilities offered within the
hotel, membership rates, the restaurant whereabouts etc. Guest
also demands stamps and they are sold from the information
counter itself, but a general rule adopted at the Trident is that no
stamps are to be sold to outsiders. So only those staying at the
hotel can avail of this facility at the information desk handling of
keys message is also done whenever needed. The concierge staff
is mainly to look after the needs of the guest and make the guest
welcome and feel at home. The way in which help is given differs
according to the needs of the guest. Here, the hostess can do
reservations in restaurants for the guest. Guidance the tours
conducted, plays or movies running in tour for entertainment etc.
If any additional item is required and if it is not possible for the
housekeeper to provide it, the hospitality department takes over.
The Concierge staff should be well versed in their skill of making
friends and similiarising themselves with the new guest. It is for
this reason that guest history records are mentioned and looked
through a special treatment is given to VIPs coming and a person
27
from the hospitality assists the guests right up to their rooms. A

pick up coach is also sent to get them safely and comfortably
from the hotel. The airport representatives of THE TRIDENT also
help in clearing with customs, passport control etc.
The treatment noted out to a guest plays an important role in
getting a repeated customer. Hence, the concierge department
makes Trident Hotel line up to its mark.
INFRASTRUCTURAL BACK- UP
1.
International hotel guides.
2.
Travel Guides.
3.
Telephone directory.
4.
Official airline guides.
5.
Card Files.
6.
Computer Terminals.
7.
Printer.
8.
Telephones Lines. Incoming/Outgoing.
9.
One touch dialing from guestroom.
10.
Atlas.
11.
Maps.
12.
Brochures of hotel/events.
13.
Visa forms.
14.
Stationery.
15.
Postal Stamps.
16.
Yellow Pages.
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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 Oberois its main function is to maintain guest folios.
The posting of charges from departmental vouchers to guest bills
is carried out here. At check out time the bill/folios are closed by
the casher.
The Second copy of the registration card of a guest is attached
along with his correspondence and is placed here. All the
miscellaneous bills are immediately added to the room bill and
fed into computer.
Apart from this the cashier in in-charge of handling petty cash
and to keep safe custody of guest valuables. If valuables are lost
in the room then the hotel is responsible for such losses. If a
guest wishes to make use of a safety vault, then the cashier
issues it and the rent is charged.
The Cashier department is important but equally risky as there is
an inflow and outflow of lot of money everyday.
CASHIER
Primary Function :
Responsible for all cash transactions in the Front Office.
Duties & Responsibilities :
1.
Handles all hotel cash transactions of the guest
2.
Maintain sales Register, and the guest folio
3.
Closes guest bill at the time of check-out

29
4.
Prepares luggage slip for the clearing of guest luggage at the

time of checkout.
5.
Deals with foreign exchange regulations.
SETTLEMENT OF BILLS
METHODS :
Even through legal tender cash is the only method that customers
may utilize to settle their bills there are many other types of
payment that hotels willingly receive, all of them will be common
to every hotel, but there are more usual payments with which
cashiers must be familiar and it is generally up to the policy of
the hotels management as to which are taken settlement of a bill.
When dealing with cash the cashier must always keep the amount
given in payment separate from the float until the change has
been counted back.
Foreign currency is increasingly popular as a mode of payment. In
may hotels the payment is intended by cheque which may/will be
cashed at the time of registration, the bill may have to be settled
3 or 4 days before the guest leaves in order to guarantee that
cheque 13 is cleared.
The second type of cheque that a cashier must know about is the
travellers cheque which is a common way in which overseas
customers on tourists pay their bills while in another country.
Tourists cheques suffer from a problem that they are issued in
fixed denomination.
30
An increasingly popular method of payment being used in many

hotels of and restaurant in the credit card, which has really
gained popularly in the country.
Apart from settlement of guest bills the cashier has the
responsibility for protecting guest valuables. A system of safety
deposit boxes or a separate safe may well be utilized for the safe
custody of guest valuables.
FOREIGN EXCHANGE
The foreign currency can be exchanged for Indian Currency at the
Cashiers. The rate of exchange of currency is taken from Reserve
Bank of India everyday. An exchange form has to be filled up, the
original copy is given to the guest and the foreign exchange is
stapled with the other copy of the form.
SAFE DEPOSIT
The cashier issues safe Deposit Card to the in-house guest who
wishes to deposit their valuables in the Safe Deposit boxes. This
card contains the name of the guest his room. No., address &
finally the box no. allotted to the guest & signature of the guest
as well as the person as the person who deliverys the key.
BILLING INSTRUCTIONS:
Guest can settle their bills directly by cash, credit card, and
traveler's checks. Guest also has the facility of charging bills to
their company. Bill can be sent to the company provided it is on
the hotels credit list of approved companies.
31
BILL TO COMPANY/BTC instructions must be received in writing

on the company letter head, this must mention the mailing
address of the company and should also mention to whose
attention the bills are to be sent.
Similarly for travel agents the voucher must mention the
entitlement of the guest clearly, specifying what component of
the bill is to be settled by the travel agent and what part by the
guest himself.
Billing letters when received are photocopied. The original copy
is sent tot he city ledger for the collection of dues and duplicate is
retained with the correspondence.
Some times the billing instructions may be received through the
IRS or Regional Sales office of companies, .which are not on our
credit list. I n this cases the name of the person authorizing
credit must be clearly mentioned.
FRONT OFFICE CASH :

Front Office cash is one of the major areas, in the Front Office
department. It is the last area that the guest comes in contact
with while leaving the hotel. It deals with the settlement of all the
bills of expenses incurred by the guest during the entire stay in
the hotel.
Charges,
These bills include the Telephone Charges, Room

Restaurant
Charges,
Mini
bar
Charges,
&
other
Miscellaneous Charges.
DETAILS OF THE WORK PERFORMED :
When a guest checks out, he comes to the Cash department
where he deposits the room key.
On receiving the key, the
cashier first does SPD on the machine i.e. releasing 0 dial facility
32
from the room & check that there are any telephonic charges
incurred by the guest.
If there are any, he feeds it into the
computer. Then he takes out the Guest Registration Card along

with the bills & makes print out a final bill from the printer
through the computer. The final bill. is in triplicate. If the guest is
paying by Cash then it is OK, & if the guest is settling the bill
through the credit card, then the imprint of it will be fixed to the
Registration Card.
Then the guest signatures are taken on the
imprint & his copy along with the First copy of the bill with the
guest ( s signature & the PAID stamp on it is given back to the
guest in an envelope. Then the Cashier makes a check out slip,
which is given to the guest who gives it to the Bell Desk for the
clearance of the luggage.
Besides the clearance & settlement of the bills, the exchange of
foreign currency is also done at the Cash Counter.
When the
guest comes with the Travelers Cheque /Currency Note (both

have different exchange rates), En - Casement Certificate Form is
made in triplicate. On this certificate is mentioned the Guest's
name, Nationality, Passport No., Foreign currency exchange rate,
amount in Indian Currency, Balance (if any), & the guest's
signature. The Ist copy of this is given to the guest, the 2nd Copy
is deleted from the book & the currency note/TC is attached to it,
all the details from it are recorded in the RLM & then the currency
along with the copy is sent to the bank. The 3rd copy remains in
the book.
CONTROL SHEET: Used to tally the total foreign currency inflow
& total Indian currency given in exchange.
CHECK OUT SLIP: Given to the guest at the time of Check - Out
for his luggage clearance.
KEY OBSERVATIONS AT THE CASHIER :
33
THE MICROS:
The micro is another computer system, which is very popular in
the hotel food and beverage outlets.
This system is based on a graphical interface and uses a touch
screen.
All dishes served in a particular have a graphical
extension on a touch screen through which the total amount

charged is transferred to the main computer.
During the night audit procedure all the bills, which have been
signed by the in-house guest, are transferred by the computer
system on to their respective folios. It is mainly for this transfer
that all computer systems are shut down for two hours in the
night. This basically involves the conversion of the micros files
into fedalio compatible files.
CASH DEPOSIT:
Every evening after the restaurant closes all the cash payments
received for 'L-he day are transferred to the Front Office cashier
and a receipt is taken for this. At this time all tips received by the
restaurant staff that are not in cash i.e. which are signed by the
guest on his bill are calculated and given to the restaurant staff
by the cashier in return of a petty cash voucher which is kept for
records.
THE BELL DESK

On Arrival guest luggage is taken in the trolley with the guest to
the reception and wait to get the check in procedure completed.
34
Luggage is carried along with the guest to his room. Guest is

explained about the fittings facilities in the room. Bell Boy errand
card(arrival) is taken from reception at the time of carrying the
luggage and then filled in and maintained. Arrival departure of
the guest is notified in the bell captains control sheet. Scanty
baggage guests are marked and the report is signed from the
reception (even in case of regular guests.)
Morning newspapers are sorted and banged outside rooms by
night shift.
Guest is explained about hotel and room facilities including
mini-bar on check up.
Guest baggage handled and carried to rooms in check-ins and
removed and brought to lobby for checkouts.
Errand card made for arrivals and departures, and arrival cards
given by reception at the time of check in.
Guest mails are mailed, for a specific price.
Maintaining baggage in the luggage room face of cost.
International newspapers received and distributed.
Early morning newspapers are distributed in rooms by the
night shift.
In house, Room verification and expected arrival report is
resigned and newspaper request list completed.
In luggage handling arrival cards are given by reception, which
are filled up and maintained. Where as departure cards are
made at bell Desk.
Guest luggage is stored in luggage room for which tags are
attached to the luggage and receipts given to the guest and
the luggage register completed Log book maintained by the
shift captains
35
The Bellboys errand card (arrival) is taken before taking the

guest to the room. So that, the lobby attendant address the guest
by name, If the guest is a regular then the Bell boy escorts him to
room and leaves the luggage but incase of a new guest he is
explained about the fitting and the facilities to the guest. Guests
luggage is stored in the luggage room if the guests request so.
The Bell Boy errand (and arrival) is completed for errand cards
date wise for each month as records.
Early morning newspaper are received and hanged on doors by
the night shift. The guest is given a financial and normal
newspaper, International and other newspapers are given on
request and for this the newspaper request list is maintained.
VIPs and regular guests are given newspapers.
LUGGAGE ROOM
The luggage room is next to bell desk and has racks to store the
luggage properly. When a guest requests for his luggage to be
stored in the luggage room a tag is attached to the luggage and
receipt given to the guest with room no., date and running and
type of baggage. A luggage room register is maintained which is
then cancelled when the guest takes back his luggage. In House
report, Room Verification report and Expected Arrivals Report is
received from the computer room and is helpful in functioning of
the bell desk.
Guest special request are satisfied by Bell Boys, like buying some
things from market etc. Guest mails are mailed for the guest on
some cost. Messages and guest fax distribution is handled by
concierge.
As soon as information about guests requests for departure
received either by telephone or from reception an errand card
36
(departure) is prepared and the bell boy goes to the floor with the
trolley and brings down the luggage and then takes the luggage
along with the guest to the portico and helps in loading the
luggage in the vehicle. Before taking the luggage to the portico
clearance is taken from the Cashier through the errand card and
this errand card is maintained for records C-form delivery is also
the duty of the lobby attendants.
37
38
INTRODUCTION
Apart from rooms, a hotel derives a large portion of its profits
from service of food & beverages. For a hotel essentially to an
elite business clientele like the Trident Hilton they assume utmost
importance
since
the
occupancy
generally
remains
above
average.
Food is provided by, in a hotel, through various service outlets.
These service outlets have a specialty, which is so unique that
makes them highly competitive and watering.
The quality of food and beverage does not vary much in same
line restaurants but ultimately the most crucial and most talked
about aspect of food and beverage is the service that goes along
with it. A not so high quality food can be camouflaged by
excellent service but never can bad service be camouflaged by
good food. The aim of the operation is to make the guest feel
relaxed and at home.
39
ORGANISATION OF FOOD & BEVERAGE
FOOD & BEVERAGE MANAGER
ASSISTANT MANAGER FOOD & BEVERAGE

(RESTAURANTS MANAGER)
SUPERVISORS
ASSISTANTS
40
CO-ORDINATING DEPARTMENTS
KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads,
galantines and pates buffets of banquets.
Pantry- To pick up sandwiches, fruit platters, fresh juices,
individual salad portions.
Hot ranges & Grills- Hot food items such as steaks, chops, etc.
Bakery & Confectionery- to pick up breads, pastries, cookies
and ice creams.
Still Room- To pick up hot beverages, e.g. Tea & coffee.
KITCHEN STEWARDING
This department primarily controls the storage, issue and
maintenance of service equipment in the restaurants and
kitchens. The sanitation and hygiene of the kitchen and its overall
maintenance come under this department. It is also responsible
for the employees 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 chefs office in the main kitchen.
STORES
The source from where the steward can pick up supplies of
proprietary sauces, stationary, etc. for the restaurant.
41
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.
AMENITY PLACEMENT IN ROOM SERVICE
1) All regular rooms get a fruit basket and cookies on a daily
basis.
The cover for this is:
(a)
Dessert Plate, dinner napkin, fruit fork and knife.
(b)
Finger bowl with rose petals placed on a tea saucer

with a doiley paper.
(c)General Managers card.

All items are placed on the coffee table.
2) 06 and 10 suites get a Fruit basket+Cookies+Pralines+a bottle
of Marquis du Pampadour or any other bottle of alcoholic
beverage as specified by the General Manager.
The cover for this will include:
(a)
The Fruit basket covers as above.
(b)
If MDP- then 02 Champagne Tulips, coasters and the General
Mangers
(c)
Card.
If any other alcohol (i.e., bottle of Scotch or Wine), place the

General
Managers card with it.

42
Fruit basket and cover are placed on the dining table. The Pralines
and cookies are kept on the bedside table and the alcohol with
glasses etc., on the minibar counter.
3) 01 and 50 suites get a leaf platter with a Fruit basket+
cookies+Pralines+MDP\bottle of alcohol.
The cover and placement are the same as for the Suites 06 and
10.
4) If a regular room is sent any alcohol, it is placed on the TV
cabinet or the Minibar counter.
5) A Half Bar whenever sent is placed on the Minibar counter and
consists of:
i. Gin
ii. Vodka
iii. Rum
iv. Regular Scotch
6) A Full Bar is placed on the Minibar counter and consists of:
i. Gin
ii. Vodka
iii. Rum
iv. Premium/Regular Scotch
v. Premium/Regular Cognac
vi. Sherry
vii. Campari
viii. Liqueurs- 02 bottles
7) No cover is placed with a Half or Full Bar as glasses and ice are
replaced on a daily basis by butler services
8) Most suites have glassware inventory of their own.
43
BUTLER SERVICE
Butler service, in a hotel, implies highly personalized service,
almost on a one-to-one basis. The butler is there to meet the
various needs of a very discerning and VIP clientele.
1) Personalized service means recognition, the butler should
really get to know his guests personally. He should know their
preferences in the food and beverage, how they like their
things placed in the room, their routine, etc.
2) Butler service is anticipating needs. The Butler should be able
to plan for a guest in advance i.e., order canaps, organize a
wine bucket and glasses if the guest is expecting visitors.
3) Butler service is attention to detail. The butlers insistence on
repairing small defects in the room, of over-seeing the service
of food, of ensuring speedy clearance, are great contributions.
The guests slippers at his bedside, and pajamas folded at the
foot of the bed in the evening, lend class to the service, as
does the newspaper folded on the morning tea tray.
4) Butler service is assistance in every possible way from getting
his stamps to organizing a sight-seeing tour or suggesting
where he can buy flowers for his hostess before he goes out
for dinner.
5) Knowledge of city/sights/India/Oberoi chain.
Butler service is a service which is very costly for the hotel, so it
is upto the butler to make a name for himself and his hotel, for
providing the guest with attention to detail beyond his
expectation.
44
ROOM SERVICE
1) Parent department.
2) Fruits and flowers.
3) Amenities, premium bar, full bar, regular bar,
chocolates and cookies, cake and champagne, long stay
amenities.
4) Food and Beverage orders.
5) Handling complaints.
6) Clearance of rooms.
7) Table reservation.
8) Information regarding likes and dislikes.
9) Packing of picnic snacks, meals, etc.
FOOD AND BEVERAGE CONTROL

1) Minibar procedures and inventories.
2) Beverage stores follow up.
45
RESTAURANTS
CILANTRO
Type of Cuisine:
Food Theatre for all 3 meals, with an array of cold and hot
stage options featuring cuisine from the Occident, the
Orient and the Americas.
Opening hours:
6:30 am 01:00am
Covers:
64 Seats in the main restaurant and 40 seats in the
verandah.
Ambience:
o An Interplay of William Grey and Thassos White Marble in
the flooring, table tops and food theatre stages.
46
o A combination of high back upholstered chairs and

armchairs with fabric seats.
SAFFRON
TYPE OF CUISINE:
A selective cull from the greatest culinary traditions of Northern
India. A fortnightly rotation of highlights from different regional
cuisines of the country such as:
o Bengal in the East
o Kashmir in the far North
o Andhra Pradesh and Kerala in the south
o Goa and Gujarat in the west.
Opening Hours:
Lunch 1230 Hrs -
1530 Hrs
Dinner 1930 Hrs -
2330 Hrs
Covers: 42
Entertainment:
Live Indian Instrumental Music.
47
Ambience:
An electric fusion of black granite, gold leaf and thekri work,
with golden columns as part of the center feature. Show
plates on black runners and ecru table cloths.
THE BAR
TYPE OF CUISINE:
A small selection of finger snacks and a selection of
cocktails and wines by the glass.
Opening hours:
09:00 am midnight
Covers: 40
Ambience:
Cherry wood parquet flooring, walls finished in Leather and
black granite topped tables.
48
49
POOL BAR
TYPE OF CUISINE:
Light Snacks and spa cuisine
Opening hours:
10:00am 8:00pm
Covers: 12
Ambience:
Marble counter with a display bar.
50
BANQUETS
o NARMADA
o KAVERI
o GODAVARI
o YAMUNA
FUNCTIONS
Breakfast
Conference/Lunch
Lunch
Hi-Tea
Cocktails
7.00PM 9.00PM
Cocktail/Dinner
7.30PM Onwards
Exhibitions/Displays
Early Morning- 10.00AM

:
8.30AM 5.30PM
12Noon 3.00PM
:
51
3.00PM 6.00PM
Usually 24 hours
BRIEF ON BANQUETS
1) All banqueting areas are sold in two sessions:
Morning: 8.30AM 5.30PM
Evening: 7.00PM Onwards
2)
A minimum guarantee of 20 persons is charged for all meals.
3)
Rental is charged for banquet venue if no meal is consumed.
4)
Rental and minimum guaranteed persons is charged for,

should the banquet venue be reserved on 24 hour basis.
5)
Conference package includes lunch/hi-tea and two services of

tea/coffee
with assorted cookies.
6) Pads with pencils, flipchart board with charts and marker,

whiteboard with
marker, a conference kit for speaker,
lectern with microphone or collar microphone,
wooden
pointer, registration table, dais for head table, mints
and
small table flower arrangements are provided as conference

aids.
7)
audiovisual equipment, photocopy, translation facilities,

banners/backdrops,
regular contractors
8)
Outdoor
catering
reconfirming all
stage,
etc.
are
organized
through
and charged to the guest.

are
undertaken
after
checking
and
internal reservations on that day. Approval
of Executive Assistant Manager
(Food & Beverage) is taken,
if necessary.
9)
25% outdoor catering charge is levied on the basic rate for all
outdoor
catering and transportation charge of Rs.3500/-
is charged. Tent house equipment are charged extra as per

actual requirement/order.
52
10)
Ice carvings or jelly logos (in-house facility) are committed

only after prior
approval from kitchen. The same may/ may
not be charged according to

11)
12)
profile of function.
Bottle rates are charged for all beverages.

L-20 (Liquor License for Banquets) fee is charged for all
guests
irrespective of number of guests or
venue (either rooftop or lobby level).

13)
Minimum liquor consumption from hotel is shown in all

functions where guests are permitted to get their own liquor.
14)
Corkage is charged when guests supply their own liquor.

Themes as per guests requirements can be specially
catered.
15)
Banquet Function Contract is signed for all functions.
16)
Credit is extended only to those companies who feature on

the centralized
credit
list
as
circulated
by
Financial
Controller.
17)
Direct payment by cash, credit card or cheque is collected

from
individuals/companies who do not feature on the credit
list.
18)
Advance is to be collected from all companies/individuals

who do not feature on the credit list.
19)
Snacks are to be charged extra for all Dinner/Lunch

functions. Per dozen
rates would apply for the same.
53
IN ROOM DINING
The Room Service is a very important outlet of the Food and

Beverage department. It provides food and beverages guests in
their rooms as and when ordered by them. The food is served at
the exact time stated by the guest. To avoid any delays, there is
a separate Room Service elevator, used exclusively by the Room
Service staff to provide quick and efficient service to the guests.
Room Service trays which are set up with all the essential cutlery
and crockery. But if the order is for a number of items or for more
than 3 to 4 guests, special Room Service trolleys are used to
serve the order. These trolleys are collapsible and when opened,
have a round table shape.
Below the tables are placed food
warmers, which keep the food warm. There is a separate Room

Service Order Takers cabin which has 2 MICROS placed for Room
Service Order Takers. As and when the guest call is received, the
order is taken by the Order Taker (generally a lady) and a KOT is
printed, which comes out at the printer near the Supervisors
desk. The rest of the KOT procedure is same as other outlets.
54
PROCEDURE
a) When a guest calls the Room Service, his order is taken by
the order taker who posts the entries into the computer.
b) The cheque is printed on a printer which is kept at the
supervisors desk.
c) This cheque has 4 copies KOT, Guest copy, Accounts copy
and F&B control copy.
d) The KOT and F&B control copy are taken off by the
supervisor and given to the kitchen and Room Service
steward who lays the trays or a trolley.
e) The breakfast is collected from the Room Service kitchen,
some of lunch, dinner items are picked up from Main Kitchen
or any other F&B outlet.
f) After the food is picked up, it is kept on a tray which is kept
at the Supervisors desk. The Supervisor checks the order
before it goes to the room.
g) Accompaniments of different foods (Indian, Chinese) etc. are
also placed.
55
56
57
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.
Nowadays the restaurants not only provide services to the inhouse guests but also to the local guests and the recognized
patrons.
In fact many of the hotels are famed by their food
outlets and their chefs. A good example of this fact is the famous
Thai cuisine restaurant at the Oberoi's the 'Baan Thai' whose chef
is a well renowned person from Thailand.
Although at the
Oberoi's more importance is given to the rooms rather than the

food production, it cannot be denied that the various restaurants
do a lot of business and thereby generate a good amount of
revenue for the hotel.
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 as there are in other fields.
Food production is a respect 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 the
58
Oberois there are six restaurants and room service available for
providing service to the guests.
For the functioning of these
outlets there are a series of kitchen provided.
Although these
entire kitchens were not covered during our training period the
following were provided to us for the same.
59
ORGANIZATION CHART
Executive chef
Sr. Sous chef
MAIN KIT.
BAKERY
GARDE MANGER
BUTCHER
SATELLITEKIT.
Master
Master
Master Craftsman
Chef de partie
Chef de partie
Craftsman
Craftsman
Chef de partie
Chef de partie
Commis I
Commis I
Chef
dePartie
Commis I
Commis I
Commis II
Commis II
DemiChef
de partie
Commis II
Commis II
Commis III
Commis III
Commis III
Apprentice
Apprentice
Commis I
Commis III
Commis II
Trainees
Trainees
Trainees
Trainees
CommisIII
/Apprentices
/Apprentices
/Apprentices
The above chart shows only reporting duties and these are all inter linked.
JOB DESCRIPTIONS
60
KITCHEN EXECUTIVE
Responsible to : Executive Chef
Responsible for : Kitchen Section
Duties & Responsibilities:
1 He is responsible for overall smooth and efficient functioning of
the whole section
2. Ensures that prescribed recipes and standards are followed.
3. Responsible for quality control, improving standards and
innovation.
4. Co-ordination with all the other departments and sections of
the kitchen.
5. Attend the morning meetings and perform administrative
duties for the section.
6. Prepares the duty roasters.
7. Authorizes all the formats like requisition, transfers etc.
8. He is also authorized for granting leave to personnel in his own
section.
SOUS CHEF
Responsible to
Responsible for
Master Craftsman
:
Chefs working under him

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 responsibilities 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.
The employee disputes of a minor nature regarding day- to - day
operations are dealt with by the sous-chef.
61
COMMIES:
Responsible to
Kitchen Executive
Responsible for :
Apprentices

I.
Maintain overall cleanliness.
2.
Prepares the food dishes.
3.
Responsible
for
proper
usage
of
raw
materials
and
equipments.
4.
Ensures proper storage of raw materials.
5.
Ensures the store kick-up is proper.
APPRENTICE COOKS
Responsible to
Master Craftsman

The apprentice cooks are on the induction level as they have to
develop their knowledge about the basics of cookery.
As apprentice cooks, their main objective is to help out, learn and
be observant at all times.
Most of the times, they are handed over with tasks like cleaning,
cutting and doing mis-en-place.
UTILITY WORKERS
Mazdoors are blue-collar laborers and their main task is of
cleaning the kitchen, thus maintaining cleanliness at all times.
The traulsens and walk-ins being a part of the kitchen, they are
also cleaned by the Mazdoors.
The dirty dishes and vessels are also cleaned by the Mazdoors.
62
THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen
functioning though in some places centralized system is used.
The main sections of the food production department are:
1. MAIN KITCHEN: This section of the kitchen is divided into 3
sub section as
following:
a.
Soup Section
b.
Hot Range (continental)
c.
Indian Kitchen
This section mainly serves to outlets as room service,

La Rochelle, Coffee shop, Banquets.
2. GARDEMANGER: This section deals with the cold meat and
food for the department. It serves to all the outlets of the hotel
such as Butlers Pantry, Room Service, Coffee Shop, La Rochelle,
other sections of the kitchen etc.
It is a decentralized kitchen
working 24 HRS.
3.
BAKERY:
This
is
the
section
of
the
kitchen
working
continuously and producing high quality Cakes, Pastries, Desserts,

Breads rolls etc. It is a decentralized kitchen working 24 HRS.
4. BUTCHERY: Butchery in hotel terminology is also called "Meat
Fabrication" as it is involved in changing the form of meat,
poultry, fish etc. from unclean and large chunks to clean and
appropriate sizes as required for various purposes.
5. COFFEE SHOP KITCHEN: This kitchen serves all the
continental dishes on the menu 24 hrs- a day.
6. SPECIALTY KITCHENS: These are the kitchen solely working
for the restaurants they are attached to. These kitchens produce
only the type of cuisine offered by the restaurants. The kitchens
work on break shift basis except for North West Frontier cuisine
kitchen as it involves a great deal of cooking over a long period of
63
time.
REQUISITION AND INDENTING:
Everyday each section of the Kitchen prepares a requesting for all
the materials needed for the next day.
The requisition for
grocery, perishables and Butchery items are made separately

because they are manned by different personnel. All the
requisitions after being are made are sent to the Chefs office, who
approves after carefully going through it. He takes into account:
a.
The stock of items kept in cold walk-ins.
b.
The presently available resources.
c.
The food cost percentage.
d.
The function of the day.
As explained earlier, every section does this process to meet the

next days requirement. The Gardemanger section does the
above process by the help of CDP and the daily indent would
consist of:
64
INDIAN KITCHEN
This section is the main kitchen which is responsible for the
preparation of all Indian dishes. It caters to the requirements of
Coffee Shop, La Rochelle, Room Service and Banquets.
The
kitchen is divided into 3 parts,

1.
A la carte and tandoor section
2.
Halwai section
3.
Banquet section
A la carte section: this section responsible for the preparation

of the dishes on the menu of coffee shop and room service and is
also responsible for the preparation of the lunch buffet for La
Rochelle. The section is further divided into south Indian section
and Indian section .
Tandoor section: This section is responsible for the preparation
of the all Tandoor items. Its basic function of the morning includes
supply of breads to La Rochelle.
Halwai section: This section is involved in the preparation -of all
Indian sweets whether hot or cold. All the dishes are prepared by
the Halwai for a la carte menu as well as banquet parties and
kept in the cold storage under lock and key.
Banquet section: This sections primary job is bulk production of
food. This section prepares food for banquet functions as per the
function prospectus.
The Indian kitchen can also be broadly classified on the basis of
its functions:
65
66
SECTION
FUNCTION
Dispensing dessert.
Pantry
lassi (sweet & salted)

Salads, raita, curd etc.
Halwai
Indian desserts in the menu are

prepared here.
Curry section
Makhanis, Kormas, dals, etc
Tandoori Section
Tandoori items including roti etc.
Rice Section
Biryanis,
pullao,
are
prepared here
South Indian Section
Idlis, Dosas are prepared.
Back Area
Used for mis-en-place,

quantity
cooking
for
banquets etc.
SHIFT TIMINGS:
The kitchen works on two shift except for one cook working in the
night shift in the A la carte section because of coffee shop order.
Morning Shift
: 0700 HRS - 1600 HRS
Evening Shift
: 1500 HRS - 0000 HRS
Night shift
: 2200 HRS - 0700 HRS
The number of people working in each shift (morning and evening

shift) is seven.
IMPORTANT OBSERVATIONS
The kitchen also has a South Indian section for the preparation of
dosas uttpams, idli, etc.
The tandoor section has two tandoors for tikkas and for
67
chappaties, naans, paranthas, etc.

Most of the meat items are marinated well in advance and kept in
the walk in.
The section handling banquets is situated away from the a la
carte area to avoid confusion.
The food is cooked to semi-cooked stage a day in advance.
Chopped coriander leaves goes as a garnish for most dishes.
Banquet style of cooking is quite different from a la carte.
There is a hot rays counter for pick-up of dishes
There is extensive use of masalas and dried herb powder.
Pappad and laccha onions go as standard accompaniments.
The wet gravy paste is prepared in the large wet grinder.
The chef in-charge generally does a break shift to control both
shifts.
A little extra should always be maintained to avoid cutting a sorry
figure at the last moment.
The staff works in good harmony with each other,
The kitchen caters to room service, coffee shop and the banquets.
EQUIPMENT USED IN INDIAN KITCHEN

NAME
FUNCTION
High pressure Burners
cooking of food
Hot plate
for preparation of dosa and slow
cooking
Traulsen
for storing of perishable products.
Masala grinder
for making pastes, masalas etc.
Steamer
for cooking and boiling
Mixie
for making pastes, masalas on small
scale.
68
Clay tandoor
for
items.
69
preparation
of
tandoori
FORMATS & REGISTER'S USED

Name
Function
Given to
Kitchen Transfer Used for
Concerned
inter Kitchen
Kitchen
section
exchange.
Store-Room
Used for
1st copy
getting items
2nd F&B
stores,
Requisition
controls
3rd book copy
Leave Card
For getting
kept in
chefs
Leaves/holidays
office. Sent
to
Pers
onnel
Dep
artment
Function
Gives Information
All Concerned
Prospectus
for Banquets
sections of
Kitc
hen
TANDOOR:
Mis-en-Place
Marinated
Murgh Malai
Seasoning
Garam Masala
Chilly powder
Garnish
Onion rings
sliced
cucumber
Marinated prawn
turmeric powder
Marinated tandoori
Jeera Powder
70
Kalonji
Black
onion
Chicken Minced
Kasuri methi
Desi
ghee
Black Salt
Ajwain
Egg
Tandoor is a very important and busy section as it provides the
Indian breads and the tandoori in this section two tandoor are
fixed which are made of clay, one service counter and one in
table is provided. The various types of Indian breads are;
Kulcha Paratha
Khasta roti
Pudina paratha
Methi Paratha
Naan
Masala kulcha
Roomali Roti
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 desserts and beverages for
the benefit of the guest.
Its sales are done through its outlet
christened 'THE GOURMET SHOP'. It is a guests 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
service to Coffee shop, Room service, La Rochelle, Butler pantry,

Banquets, Pastry shop & all specialty kitchens.
71
SHIFT TIMINGS:
The Bakery is a 24 hrs operational department working in three
shifts to cope up with the work load.
MORNING SHIFT
0700 HRS - 1600 HRS.
EVENING SHIFT
1500 HRS - 0000 HRS.
NIGHT SHIFT
2200 HRS - 0700 HRS.
The number of staff working in Morning Shift is 9 and- evening

shift is 5
OBSERVATIONS :
The bakery is divided into a baking room, pastry area, puff area,
and a Gateau area.
It also has an ad ascent chocolate room for chocolates and
pralines.
Cakes of various types including special orders with
written messages are prepared here.

All the breads, pastries, muffins etc are prepared in the night.
The bakery section has various types of imported flours required
for breads.
The bakery has its own pot wash.
Each bread and pastry has a set decor and its picture is set up to
get required shape.
The bakerys cold storage is used to store perishable items like
the dough, prepared pastries, cream, milk, butter etc.
The deep freezer is used to store hotel-made ice-creams,
mousses, etc.
The oven has hot air jets and is of rotatory rack- type.
The general basis of requisition in the bakery is that; generally
the stores for one- two days is taken in advance.
72
Hard liqueurs like rum, tequila, whisky, etc are also used to add
flavors to some of the preparations.
The main icings made are :
1.
Royal Icing : Egg white and icing sugar beaten to a peak.
2.
Butter Icing : Butter and cream are whisked together.
3.
Fondant Icing : Icing sugar and water. If fondant icing

needs to be in chocolate, then cocoa powder is added.
4.
5.
6.
Vanilla Cream icing : Cream and Sugar are whisked.

Truffle Icing: Chocolate and milk are whisked.
Chocolate Icing : Vanilla cream and chocolate.
73
PUFF SECTION
The Puff Section consists of a big rolling machine to roll out the
dough. The dough may be needed for Danish pastries, pralines,
savory dough, flan dough, beaches, volt au vents or cheese sticks
etc.
There are two main types of doughs used via :
1.
Savory Dough.
2.
Puff/Flaky Dough.
Out of these, they are molded into tarts or botches or volt au

vents, filled in with choice fillings and sent up for sale.
CONTINENTAL KITCHEN
As the name clearly indicates, it is responsible for the preparation
of all continental dishes and their service to outlets such as La
Rochelle, Room service and the banquets. This section is divided
into 2 parts.
1.
Soup Section.
2.
Hot Range.
1. Soup Section: This is the section preparing all types of soups

for all banquet functions and restaurants. The section has one
chef working, who prepares all the soups.
Everyday about 7-8
soups are prepared excluding the party soups and the quantity
produced is 150 cups of each soup daily.
This section also
prepares stocks of different type for use in soup section as well in

any other part of kitchen as required. The section gets the raw
materials en daily requisition basis to stores and butchery. The
soup prepared everyday includes
74
Mulligatawny Soup
Cream of Tomato soup
Tomato Shorba Soup Cream of Leafy Spinach soup

Cream of Mushroom soup
Seasonal soups
2. Hot Range: This section of the main kitchen is responsible for

preparation of food for the restaurant buffets in the morning and
a la carte menu to the restaurants in the evening. It is further
divided into the following.
Vegetable section
Grill section
range section
Saucier section
Pantry section
Shift Timing:
Morning Shift
Evening Shift
0700 HRS 1600 HRS

:
1500 HRS 0000 HRS
GARDEMANGER
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 salad displays, fruit 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
75
far from the Main Kitchen. Here the items and displays would be
made according to the party sheet.
It mainly caters to parties
and buffets. The daily timings are from 0700 hours to 1700 hours.
Canaps, sandwiches and similar items are also made.
SHIFT TIMINGS:
There is only one shift as the kitchen caters to buffets and parties
for which preparations are always done in advance.
The Garde Manger section does not have a kitchen executive and
is headed by two chefs de parties and one commis I followed by
cooks and apprentices.
ORGANIZATIONAL STRUCTURE
Chef de partie
Commis I
Commis II
Apprentice/trainees
Duties and Responsibilities:
Pick up the stores,
Open and set the kitchen for function.
Cross check the function prospects.
Prepare the salads for buffets in coffee shop and La Rochelle.
Prepare cold meat platters, canap platters for outlets.
Prepare dressing and garnishes for the salad buffets.
Peeling of sweet lime and taking out the juice for La Rochelle
lunch.
Preparing for next days breakfast fruit platters.
Other related functions:
1.
It prepares classical canap6s for the banquet functions.
2.
It also carries out Ice carving and pumpkin carving etc.
76
INTER DEPARTMENTAL RELATIONSHIP

The Kitchen has a direct relationship with the following
departments:
F & B outlets
It has been already discussed how the kitchen is related to the
F&B outlets. (The outlets sell what the kitchen provides) the
intimate relationship makes the earning & maximization objective
of the F & B department, a reality.
Kitchen Stewarding
Stewarding serves the kitchen in the following ways:
Cleaning
of
kitchen
areas
thus
ensuring
proper
hygienic
standards.
Cleaning kitchen utensils.
Reporting possible faults in kitchen area & machinery to the
Engineering and maintenance department.
House-keeping department:
For uniform.
Other Operations:
Kitchen staff and kitchen stewarding department jointly run the
staff cafeteria.
77
78
INTRODUCTION
The housekeeping department is an important organization,
which looks after the welfare of the guest. A tidy well kept room
and clean, aesthetically appealing surroundings affect the guest
greatly. The image of the hotel and its name is greatly heightened
if the guest is pleased and is satisfied that hes got his moneys
worth in terms of service and treatment.
Housekeeping as the name suggests refers to keeping of the
house and includes all those factors that lead to the comfort,
cleanliness and service of the people occupying that particular
house. The main objective of the department is to improve and
maintain the sale appeal of rooms by making the guest feel
happy and relaxed. The personal effort the housekeeping
department makes in giving a guest a desirable room has a direct
bearing on the guests experience in a hotel.
The housekeeping department looks after the cleanliness and well
being of the entire hotel. Public areas are very important as they
reflect the image of the hotel on a potential guest or a repeated
customer. It coordinates with different departments of the hotel to
function effectively and efficiently. The department has its staff
spread on all floors as well as public areas along with
housekeepers, floor supervisors, room boys and housemen. Apart
from rooms and public areas the housekeeping department takes
care of various other areas as well. They are:
Linen room
Uniform room
Laundry
Flower room
Lost and found
Key control
Housekeeping Control Desk

79
It is a vast department that is shown section wise in the following

pages.
ORGANIZATIONAL STRUCTURE OF
HOUSEKEEPING
Executive housekeeper
Assistant executive housekeeper
Floor supervisor
public area supervisor
linen room
supervisor
Room attendants
general workers
tailor
80
PUBLIC AREAS
It is said that the first impression is the last impression and it is

not more apt than in a hotel. The lobby is the first glimpse that a
guest gets of the hotel.
Not only the lobby but also all areas in front of the guest are the
responsibility of the housekeeping department like the floors,
restaurants, cloakrooms, swimming pool and all other areas of
81
guest contact. The aesthetic upkeep, cleaning and maintenance

of these areas are the duties of the housekeeping staff. Thus they
must look their best at all times.
The cleaning of the public area is generally carried out in the
night, as it will cause least amount of disturbance to the guest
due to the noisy and heavy equipment used.
LINEN ROOM AND UNIFORM ROOM
The linen room is situated alongside the laundry and the
housekeeping desk. This area is responsible for storage, inventory
and control of linen used in the hotel. The uniform room is a part
of the linen room and it supplies uniforms to all the employees of
the hotel. There are two linen room supervisors.
LAUNDRY
Laundry is situated next to the linen room and has a connecting
window. The Laundry provides clean linen to the linen room in
exchange for dirty linen. It has a separate section for guest
clothes and a separate section for employee uniforms and hotel
linen.
FLOWER ROOM
This area deals with all flower arrangements used in the hotel and
maintenance of the hotel gardens. Flowers add a touch of warmth
and welcome and hence are used in all areas of guest contact.
LOST AND FOUND
Any article left behind by a guest is deposited at housekeeping
desk, which is then entered in the lost and found register. This
entry is made with details such as date, description, name of
guest, room #, finders name, clock no., etc.
82
KEY CONTROL
The housekeeping department has the maximum number of keys
and to ensure the security of the property and safety of the
guests it is necessary to have strict control over the keys.
RESPONSIBILITIES OF HOUSEKEEPING
DEPARTMENT
The main responsibility of this department is the smooth running
of the hotel by maintaining and servicing guest rooms, corridors,
elevators, other service and public areas along with linen,
furnishings, carpets, etc. Its other functions are:
Staff training
Organization and coordination of companys policies.
Guest laundry and dry-cleaning

83
In house laundry
Horticulture
Linen room functioning
Staff uniforms
Lost and found
Maintaining inventories and other records
Purchase of cleaning equipment and other agents
Carpets
Renewal of upholstery, furnishing linen
Budgeting
Recruitment of new staff
Dealing with guest queries and complaints
JOB DESCRIPTIONS
EXECUTIVE HOUSEKEEPER
The term housekeeper is usually used for one who is responsible
for the housekeeping. The executive housekeeper is senior most
in authority and is responsible for the staff and the work in the
department. She must have sound technical knowledge and keep
up with the latest developments in the industry. She should be an
84
able manager and be able to conceptualize and execute plans.

Her duties include:
Attending the daily morning meeting with all departmental

heads.
Take a round of all the public areas in the hotel.
Prepare the annual department budget with the help of

assistant executive housekeeper.
Co-ordinates with all other departments for the effective and

efficient work.
Check the V.V.I.P rooms for upkeep, cleanliness and aesthetic

appearance.
Requisition
of
guestrooms
cleaning
supplies,
cleaning
materials etc.
ASSISTANT EXECUTIVE HOUSEKEEPER
In the absence of the executive housekeeper the assistant

executive housekeeper performs her duties.
Placement of staff on day-to-day basis, checks grooming

standards of staff when they report for duty.
Issue of passkeys and maintenance of key register.
Preparing duty rosters of all housekeeping staff including

work schedules, shifts, leave sanctions.
Responsible for keys of the lost and found cupboard, claims

for the articles must go through her.
She has to daily check the V.V.I.P, V.I.P rooms.
She deals with Guest complaints of minor nature at the floor

level.
She deals with employees disputes of a minor nature

regarding day-to-day operation.
85
She has to take the round of public areas at least once a day.
Stock registers pertaining to rooms linen; she looks after

furniture. Inventory done along with floor supervisor is done
once a month in case of linen and for furniture and fixtures
once a year.
Co-ordinates with all the other departments for the effective

and efficient working.
PUBLIC AREA SUPERVISOR
Responsible for allocation of work to the staff on daily basis.
Responsible for the inceptor of proper cleaning being carried

out in various public areas.
To maintain a regular and complete advance schedule of

renovation of public areas in consultation with the Executive
housekeeper or the Assistant Executive housekeeper.
Coordinates with the Engineering department for day t day

work in public areas.
Coordinates with the florist for the flower arrangements in

various public areas.
Direct the staff for the thorough weekly cleaning schedule

everyday.
Provide on the job training for the trainees and new recruits
and also fill in performance appraisals for the staff.
FLOOR SUPERVISOR
Allocate the staff according to the capabilities of every

person as well as the workload.
86
Briefing, attendance and grooming check of all the room

attendants and floor houseman.
Coordinates with the front office to get the VIP arrivals and
also to show departure rooms.
Check for VIP amenities to be kept in the room.
Prepare the housekeepers report from the individual room

attendants report and send to the housekeeping desk.
To ensure that lost and found articles are properly recorded

as well as well as handed over to the desk.
Issue the supplies to the room attendants on start of shift and

receive the remainder at the end.
AFTERNOON SHIFTS:
In the afternoon shift, there exists just one executive for the
public areas as well as floors. The duty involves the checking of
the public areas as well as rooms. Coordinate with maintenance
for the rooms as well as public areas. Coordinate with front office
for all VIP arrivals and departure and also for the housekeepers
report for the shift.
DESK SUPERVISORS
Center of communication between reception and floor level

conveys departure room numbers from reception to floor
level to reception via telephone paging system.
87
Handles guest requests like extra soap, razors, linen, shoe

polish, etc. These items are kept with the desk supervisor.
Handles Lost and Found; registers all lost and found brought
down by the floor supervisor and stores them.
Prepares a report on the future requirements using the

housekeeping stores par stock.
Maintenance slips: Floor supervisor conveys the message to

her.
HOUSEMAN
Cleaning of banquet and public areas.
Transporting of linen and stores and supplying of extra beds

and cots.
They also perform functions of butlers, i.e., supplying of fruits

and bottled water in the rooms. They take care of the mini
bar as well.
Housemen take care of work that requires handling of heavy

machinery like carpet shampooing, floor scrubbing, carpeting
etc.
ROOM ATTENDANTS
Servicing of guestrooms, the numbers may vary from 10 to

15, depending on the policy or the degrees of luxury followed
in the hotel.
Housemen often perform cleaning of guest corridors and

public areas around the room.
Reporting unusual occurrences in the rooms under his control

to the floor supervisor.
Exchanging linen from linen room i.e. clean for dirty.
Attending to guest requests and conveying guest complaints

to the floor supervisor.
88
Cleaning of pantry or trolley.
LINEN ROOM SUPERVISOR
To maintain various slips and records which are accepted and

issued by the linen room staff.
Linen and uniforms, which are issued on the basis of, clean
for dirty.
Maintains and updates the stock register and takes stock at

periodic intervals.
Handles requests or complaints from the floors, departments

and laundry.
Checks on the standard of clean linen brought from the

laundry and takes necessary action if laundering is poor.
Responsible
for
the
behavior
of
al
staff
and
proper
functioning of equipment in the linen room.
CLEANING PROCEDURES
PUBLIC AREA CLEANING:
Public areas include:
1. Lobby
2. Restaurants
3. Guest cloak rooms
4. Shopping arcade
5. Corridors and Elevators
LOBBY
The lobby area is under constant vigilance because due to

the heavy traffic it is full of footsteps, cigarette stubs and
other such articles, and also the appearance of the lobby has
89
an important impact on the entire population entering the

hotel.
Carpets and mats put at the entrance helps in improving the

face of the hotel but proper care has to be taken by the
houseman in seeing that the entrance is mopped throughout
the day and the carpets are covered and protected. Even
these may have to be changed and cleaned frequently during
wet weather.
During the night the jobs to be carried out are vacuuming,

shampooing carpets, emptying and wiping out ashtray and
wastebaskets,
removing
marks
along
the
walls
or
windowpanes etc.
RESTAURANTS AND BARS

Restaurants these days help in a big way in building the
reputation of the hotel. They are kept immaculately clean, as they
are places where left over food particles if any may lead to
infestation by insects or rodents.
The standard work procedure followed in restaurants and bars is:
Changing of linen
Dusting
Vacuuming of carpets
Cleaning of chandeliers
Brassoing of brass articles
Flowers are changed daily
The carpets are shampooed and the curtains changed on a

regular basis.
90
91
GUEST CLOAKROOMS
The guest cloakrooms have to be kept clean throughout the day.
A cleaner carries out the cleaning during the day with a
cloakroom attendant who works from 9:00 a.m. to 10:00 p.m.
The public area supervisor frequently checks the cloakrooms.
SHOPPING ARCADE
The shopping arcade is situated at the lobby level and hence has
to be spic and span at all times. A houseman mops it in the
daytime and the floor is scrubbed at night, as there are less
number of people around, due to the use of machines, which can
be very noisy. All heavy cleaning in public areas is done at night.
CORRIDORS AND ELEVATORS
The guest corridors and elevators are extremely important as that
is the way of passage for guests and hence have to be very clean
and free of dirt at all times. The doors of elevators have to be
polished frequently so as not to have finger marks.
ROOMS
PREMIUM ROOM FEATURES
Electronic Safe
Mini Bar with Premium international brands.
2 Line telephone with voice mail.
Facsimile machine.
Data port for Internet & e-mail connectivity.
Electronic door lock
Personalized butler service.
In Room TV offering channels in English, French, German,

Spanish & Japanese.
Choice of financial & International Newspapers.

92
Well-appointed work desk.
DELUXE ROOM
PREMIUM ROOM FEATURES +
DVD Player in all rooms.
Rate includes: Value add-ons
Complimentary American Breakfast.
Complimentary both way
transfers from the airport or the
station
Complimentary tea/coffee service in the room through the

day.
Complimentary pressing of Garments.
EXECUTIVE SUITE
One bedroom with king size bed and a separate living room
overlooking the golf course.
DVD Player.
Electronic Safe
Facsimile machine.

Spanish & Japanese.
93
Complimentary both way transfers from the airport or the

station

day.
PRESIDENTIAL SUITE
One bedroom with king size bed overlooking the Golf Club
and living room overlooking Humayun Heritage monument.
Master Bathroom with a shower stall and a Jacuzzi, separate

guest bathroom.
Interconnecting will all 45 number rooms.
All suites have wooden flooring.
DVD Player.
Well-equipped pantry with microwave oven & Refrigerator.
Electronic Safe
Facsimile machine.

Spanish & Japanese.
94
95
Complimentary both way transfers from the airport or the

station

day.
CLEANING PROCEDURES:
PROCEDURE FOR CLEANING A VACANT ROOM
A vacant room is one, which was prepared the previous day, but it
has not been given out or used by the guest. Such a room does
not require thorough cleaning but a few simple steps such as
those listed below need to be followed:
Open out the curtains
Turn off the bedside light
Remove the breakfast doorknob order card and replace it in

the
Writing table drawer
Convert the night bed to a day bed, changing the linen as

well
Change the drinking water
Dust the furniture and the surroundings
Clean the bathroom following the proper procedure
Check the room for any malfunctioning electrical fittings or

fixture. If any, inform the concerned department
96
If the room has been vacant for several days then the
following steps must be followed along with the fore
mentioned steps to ensure the readiness of the room:
Wash the bathroom floor
Vacuum the carpets
Thoroughly clean the balcony
PROCEDURE OF CLEANING A DEPARTURE ROOM
After opening the room ventilate it by drawing the curtains

and opening the windows
Remove the room service trolleys and trays, if any, and call
room service to pick them up
Remove all the soiled linen and place it in the linen bag,
which is provided for in the chambermaid trolley
Remake the bed using the proper procedure
Thoroughly dust the room using a damp cloth to dust the

furniture
Clean the bathroom
Check for missing guest supplies and replace
Close all the windows and adjust the air-conditioning to

standard temperature
Check if all the electrical fittings and equipment is working. In

case of a fault, it should be entered on the section list and
reported to the floor supervisor. Any item missing should also
be reported
Clean the ashtrays and the waste bins
Vacuum the carpet and the upholstery
Close the door and double-check that it is locked. Then, enter

it on the section list
97
HOUSEKEEPING CONTROL DESK

This is the nerve center of the housekeeping department and its
efficiency determines the smooth operation and the effectiveness
of the housekeeping department. It is the focal point of
dissemination of information and communication to various points
in the housekeeping department as well as other departments.
The desk is manned round the clock.
FUNCTIONS
1. Control Desk is the nerve center of the housekeeping
department and is responsible for various jobs. It is handled
by a Control Desk Supervisor
2. The desk receives calls for maintenance requests as well as
guest complaints
3. Using
the
Attendant,
Occupancy
the
Control
Sheet
Desk
prepared
by
Supervisor
the
Room
prepares
Housekeepers Report which is sent to the Front Office and

Accounts Department
4. The Control Desk Supervisor determines the departure
rooms from the computer and informs the Floor Supervisor
who then informs the Room Attendants on each floor so as
to clean the rooms thoroughly
5. The message light on all the floors is controlled by the
Control Desk Supervisor
6. Distribution and receipt of all floor and public areas keys is
done from here
7. Communicating and co-ordinating with other departments
8. Changing the room status on the computer system
98
VACUUM CLEANER for carpets and furnishings; this is used by

the room attendants to vacuum the carpets in the guestrooms.
The machine is popularly known as Hoover because of the
company that manufacturers it. It should be cleaned and
emptied out regularly.
Vacuum cleaner industrial type
with dry and wet pick up.
Used for heavy work.

Scrubbing machine for floor washing.
Floor polishing machine
Shampooing machines for shampooing of all
public area carpets
99
OTHER SUBSIDIARY EQUIPMENT USED

SPONGES: Used in cleaning the bathroom, especially the
marble counter of the wash basin
STEEL WOOL: Made of fine strands of steel
good for
cleaning stained floors

RUBBER SQUEEZERS: Used for getting rid of excess water on
the floor
BUCKETS: Large and small made of plastic
DUST PANS: The dust is brushed or swept into these. They
are used extensively in carpet brushing
CONTAINERS: For holding the various agents of cleaning
HOUSEKEEPING EQUIPMENT
ROOM ATTENDANTS TROLLEY: Every room attendant has a
trolley in which all the supplies and equipment that she
requires to make up for discards and rubbish and the other for
soiled linen are stored. All cleaning supplies like Vim, Brasso,
dusters, brushes, etc.
and all supplies for the room i.e.
stationary , laundry bags, magazines etc. are neatly stacked on

the trolley.
100
CONCLUSION
When I first began my Industrial Training but went by ever so
quickly and have left me craving for much more. I would have to
say that it is an absolutely fabulous part of the curriculum and
perhaps will remain the most memorable one.
Needless to say that this experience was a highly enriching and
educative one as I went on from one department to another and
met and got the opportunity to train under several highly
respected senior professionals. I learnt that every individual is
different and that every one has something unique to offer. I
learnt that every job has its nuances and its value and that no job
is superior to the other. I learnt that on needs to constantly
improve and improvise. I learnt 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 thank all the people who have helped me in several
different ways that will go a long way in facilitating the
commencement of a wonderful journey.
101

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INDUSTRIAL TRAINING REPORT

Amity School of Hospitality, Amity University

FOOD & BEVERAGE SERVICE

Mr. Kapil Chopra

Mr. Nitesh Gandhi

Food & Beverage Service

Ms. Akansha Lamba

Mr. Vipul Gupta

Chef Sandeep Kalra

Front Office Manager

Mr. Arjun Belliyappa

Ms. Alicia Chandy

Training Manager (Executive)

Ms. Ira Bakshi

continual increase in size of tourist and hospitality industries

It is the effectiveness, efficiency and

warmth of these people, which is what creates the lasting

Its primary function is the sale of guest

rooms available in the hotel by following a series of preset

registration and assigning room to customers.

Front Office is termed as the powerhouse of the hotel -It plays a

NATIONAL CAPITAL REGION- 122016,

REFLECTION OF THE POOL

ABOUT THE HOTEL

The timings of Saffron (Indian Restaurant):

Superior Pool View Rooms

RECREATON & FITNESS

Baby sitting services

FOOD & BEVERAGE OUTLETS

o Goa and Gujarat in the west.

Dinner 1930 Hrs -

Cherry wood parquet flooring, walls finished in Leather and

Dinner 1930 Hrs -

DIFFERENT AREAS OF THE FRONT OFFICE

Instant Reservation desk.

INTERACTION BETWEEN GUEST AND THE HOTEL:

other section of the hotel front office mostly handles these.

Reservation Office: For reservation of room and assigning

Reception: For Registration, Room assignment and issuing of

Bell Desk: for Baggage handling and escorting to guest

Front Desk Cashier: For currency exchange, safe deposits of

Telephone : For Telephone calls.

Bell Desk : For transportation and news papers.

Concierge : For guest mail and other information.

Front Office Cashier: For Bill settlement and checkout.

Bell Desk : Baggage handling and transportation .

He is responsible for the functioning of this department.

He checks staff attendances, duty rosters, & sanctions

He deals Guest complaints.

He sets the work standards.

VVIP & VIPS are treated as per his specifications.

Introduction of new systems viz. The instant reservation

They should be present all the time in Reservation when is

They take down reservation request on a form & store them

They prepare reservation register.

They put all the informations in a computer.

Reservationists have a tough time attending guest calls,

They make cancellation & amendments.

The receptionist handles two sections Information &

In reception they greet guests & if they have reservation

Maintains key rack.

Prepares guest Registration Form & posts it the registration

They prepare Night Receptionists Report, Departure

They print, Expected arrivals report from the Computer.