Professional Documents
Culture Documents
Greenwoods
Type of undertaking
Resort
Owner ship
Group
Star Category
3*
Address
Greenwoods , K.K.Road,
Kumily, Thekkady 685 509.
Kerala, India.
Telephone
04869 222753
Fax
91 4869 223907
info@greenwoods.in
Website
www.greenwoods.in
Topography
Decentralized
Accommodation
26 Rooms.
24 Hours
Tax applicable
1. Service Charges
2. Luxury Tax
3. 15% of hotel expenditure tax.
F & B Outlets
Room facilities
Services
Hotel Greenwoods
100 Persons
Board Room
20-30 Persons
Credit Card
Amex
Master
Visa
Citi Bank
BOB Card
Stan dard Chartered
GENERAL MANAGER
OPRATION MANAGER
Mr.Vinaya Pillai
EXECUTIVE CHEF
Mr. Sandeep
F & B MANAGER
CHIEF STEWARD
Mr. Shinto
Mr. Manoj.S
SOUS CHEF
Mr. Vinod
INTRODUCTION
The spirit at travel has been lived early in the ages. in recorded history these
has been instances where by one is able to know that man has been traveling
brought out the ages. in the annuals at the history it is noted that the travel in the
ancient past was a trades and merchant looking for merchandize and engaging in
trade and commerce. There was however another type of traveler was a pilgrim, a
scholar in reach at ancient text and inquisitive man around the world.
The word tour was first used and refers to a journey in which one travels
and visits a number of places in circuit. A tourist level home to get away from
routine.. Grind, but that end of all is that he is only eager to go back up.. For
pleasure. In 5th century the down fall of Roman Empire was restarted the set back
of tourism.
Tourism is the area that has the vast potential for development. It is there for
necessary to think of non formal methods for development with inputs capable at
generating returns immediately. it also requires attention in this connections that
such methods developed should be self-sustaining in this sense and tourism has
emerged as a dominant economic activity, through out the world in this process,
tourism has developed in to an industry at the international level and, providing
direct and indirect employment to multi leaded and earning much needed foreign
exchange. At present tourism is the second largest industry in the world the first
being oil industry. it is expected that the tourism would become the biggest
industry in the world by 2000 Ad.
GROWTH OF TOURISM
Travel has always enables man to broader his mental horizons. Tourist is a
person visiting a place, other than his residence or of remarkable occupation and
spends his own currency for availing facilities..
Tourism is the product at nation culture, which has been distinct on the sum
total of its activity in its own expression at personality. He has from one the
pursuits at a privilege few to mass movement of the people with the age to
discover the unknown to explore new and strange, place to seek changes in
environment and undergo new experience. International tourism has increased its
volume of wanted trade 5.57% to 5.92% in last decade. Direct expenditure and
accounts for even 5% at all worlds exports
COMPONENTS OF TOURISM
1. Reason for visiting place.
2. Pleasure.
3. Business
4. Pilgrimage.
5. Education.
6. Economics.
a. Accessibility at transport
b. Good and apt. accommodation.
c. Food as per the varied tastes.
DESTINATION
Tourism is a voluntary activity provoked by instincts, so destination areas must
have attraction, which appeal to least particular type at clientele. These turnings
are natural or man made natural attraction induced such features as scenic lands
scope, water falls, floor while man made features can be Taj mahal. A 3 rd category
which gaining attention to the destination areas hospitality records
6
ACCOMODATION
Among the various inputs, which flow in to the tourist accommodation which
caters to international tourist accommodation which caters to international tourist
foaming a vital components at the tourism industry. hotel and supplementary
accommodations suitably tailored to the requirements of the tourism development
TECHNICAL INFORMATION
People employed in tourism promotion service are required to be technically
skilled. Lack of professionalism brings friction in the smooth work of love at
tourism industry. Government has taken measured by opening hotel and tourism
management courses for enhancing tourism.
BENEFITS
Tourism also results in economics and non economics benefits is to calculate
economic returns in terms at the national economy employment and foreign
exchange earning and state at revenue while non economic benefits are intangible,
social, cultural and other political values it also incidents international
understanding.
DEVELOPMENT OF TOURISM
The word Tourism comes from the word Tourderived from Turning
Wheel Tourism is the fastest growing and one of the largest industries at the
world and has tremendous potentialities for earning exchange yielding tax revenue
providing employment promoting the growth at anxilliary industries and
development at industrially backward regions. The number at foreign tourism
visiting India merely0.20% at total world of foreign tourist although it has a longer
dimensions and unique varieties at tourism attractions.
There is general awareness of the advantage at tourism is accepting economic
growth proving employment earning foreign exchange and opening up new areas.
according to the nation council at applied research tourism generated employment
to a lacks 21000 person in 1972-95 on the basic tourism generated employment for
merely 64 lacks at our country man in 1978. if tourism increase & 15 times by
1990 the additional employment generated by tourism will be nearly 21 crore
persons. This shows the enormous scope which tourism is providing employment.
It has been rightly said No Hotel No Tourism.
TOURISUM IN INDIA
India is one country under the sun that is in.with an imperishable interest an
aline prince and aline pleasant for the letter and ignorant, the wise and the fool the
rich and the poor the bonded and tree one land all man desire to see, and having
seen once, by even a glimpse would not give that glimpse for the shows at all the
rest of the globe contained.
Buddhist Monument.
2.
Hindu Monument
3.
Indo-Islamic.
4.
Monuments of British.
The Ins of Biblical times offered little more than or cost on bench in the
concerns of a room as stable most establishment were no more than private
guidance that offered temporary lodging to strangers. Guest stayed in large
commercial rooms where sanitation of primary was non-questionnaire. The rolls
were reasonable-about 2% high but the company was rough, travelers shared the
same quarter with their horses and lives stock.
The most famous lodging events is reduced in the king james version of the
bible. Marmy and Joseph as turned away by Bethlehem Inn keeper because there
was no room at the inn. According to biblical scholars the inn keeper may have
meant that the room was in suitable fan a women showed the same
accommodation, accompanied by their horses, chicken, goats and sheeps the
stable were Mary and Joseph spent the right was probably almost as compatible as
and certainly were private them itself.
10
1. MARKETING INDUSTRY
ECONOMY OF LIMITED SERVICE HOTEL
It is luxurious hotel, it provides efficient snatcher private rooms with
bath bellboys & doormen are available corpora ting, costing are kept low by
eliminatory F & B, service & employing small state.
A. MIDMARKET HOTEL
Comfortable accommodation with private bath on premises F & B services and
unformed belled states also called Tourist class or standard Hotels.
B . ALL STATES HOTEL
It offers separate and living area with a kitchen & Stocking
1. condominium hotel
A fully apartment complex that rents. Accommodation for a short term.
2. Time share hotels.
Owners occupy the accommodation for a specific period at time.
C. FIRST CLASS EXECUTIVE HOTELS
It luxurious as near luxurious with exceptional comfort door a high trained
staff and better than average. F $ B service also called Superior Hotel.
11
2.PROPERTY TYPE
Traditional Hotel
Module after the basic concept of rooms with both frontdesk service,bell
service & F & B service on premises.
Motels
Motelshold located on highways, they are given free parking ares. A telephone
booth petrol pump station & machine are available.
Resort
Usualloy located at lowest spot like mountains,beaches,etc.,
Specialty Resorts
The health and fitness leads created a demand for resort that specialize in
weight control, regiments, cosmetic surgery, etc.,also call SPAS.
Convention/ Conference Hotel
It may be a traditional resort that hosts meeting as a facility constructed
specially for convention & conference.
Resident Hotel
Primary designed for extended stay. They after reduced roles for weekly,
monthly in seasonal resident. They after temporary residence for executives,
students, etc.,
12
3.SIZE
May be classified as medium, small & large.
Small under -
150 rooms
Medium
150-299 rooms
Large
300-600 rooms
Very Larges -
Targets top business, executives like political figures & wealthy clients as
guest . They provide residents, lounges, exquisites due consumer service provide
lining facilities, extensive guest-room amenities, etc.,
2. Midrange Service hotels
They appeal to the largest segments at traveling public. The service is modes
but sufficient although settles levels are adequate, there are no elaborate services.
3. Economy or Limited Service Hotel
They provide clean & comfortably and inexpensive rooms & meet the basic
needs of a guest. Appeals to budget minded travelers who want rooms with
minimum amounts.
13
Independent Hotel
Chain Hotel
Franchise Hotel
Referral Group
TYPES OF PLAN
European plan (E.P)
Bermuda Plan
Room Rent
MAP
AP
14
Suburban Hotels
Located in Suburbs. It has the advantage of quiets of surrounding.
Resort hotel
Airport hotel
Motel
Roatels- Revolving hotel
Floatels- Revolving Hotel
Inn
Heritage Hotels
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RESESRCH &DESIGN
IT is very difficult task to learn from only book how to own a hotel. For the
detail study at major as well as minor operating development and staff of the hotel
practical knowledge is often essential, without practical knowledge, it is
impossible to learn the operation aspect and to tourists in details the function at
various departments.
16
17
METHODOLOGY
1.Primary Data
This data has been collected from the Hotel Greenwoods, during my
industrial exposure training. The information was gathered by interacting with the
staff of the respective departments & through observations.
2. Secondary Data
Secondary data were collected from various sources like tourism, Informative
center, bus station , airports, books, magazines, broachers, etc.
18
19
Area
38803 Sq.Km
Population
318387700
Capital
Trivandrum
Language
Malayalam
Religion
Currency
Indian Rupees
Climate
Tropical
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GREENWOODS
K.K.Road, Kumily,
Thekkady 685 509
Category
3 Star Deluxe
Location
Rooms
26 Rooms
The Greenwoods has 26 rooms with hut type and a cooling surrounding
and the picturesque of backwater of Kerala. The
21
22
LAYOUT OF HOTEL
SECURITY
CAR PARK
MAINTAINS
FRONT OFFICE
RESTAURANT
CHILDRENS PARK
SWIMMING POOL
SNACKS COUNTER
LAKE VIEW
23
KITCHEN
restaurants.
2.
Russian Service
Food in fully prepared and partially placed on a silver platter and garnished.
3.
American Service.
Here the food is served directly on to the plate from the kichen
4.
Buffet Service
This involves placing substantial quantities of food on a large table. There are
SHIFT TIMING
1ST Shift
2nd Shift
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RESTAURANT MENU
BEVERAGES
Tea
30.00
Coffee
37.00
Bournvita / Horlicks
45.00
Lassi (Sweet/Salt)
45.00
45.00
Milk
45.00
Pot Tea
35.00
Pot Coffee
50.00
45.00
25.00
Fresh Juice
45.00
55.00
Masala Dosa
55.00
Plain Dosa
45.00
55.00
Onion Oothappam
55.00
Poori Bhaji
55.00
70.00
55.00
55.00
45.00
French Toast
55.00
Eggs to Order
35.00
35.00
BREAKFAST
GREEN SALAD
(Tomato, Cucumber, Onion)
25
SOUPS
Sweet Corn Chicken Soup
65.00
65.00
75.00
55.00
Tomato Soup
65.00
Cream of Mushroom
65.00
75.00
Veg. Sandwich
70.00
French Fries
55.00
60.00
85.00
85.00
Veg. Pakoda
75.00
Egg. Pakoda
75.00
Peanut Masala
55.00
Potato Bhaji
55.00
Onion Bhaji
56.00
90.00
Chicken 65
140.00
75.00
Chilly Chicken
120.00
Ginger Chicken
120.00
Chicken Manchurian
120.00
120.00
Chilly Fresh
130.00
SNACKS
CHINESE
26
130.00
Fish Manchurian
130.00
130.00
Gobi Manchurian
90.00
Chilly Gobi
90.00
100.00
Tomato Paneer
85.00
Aloo Geera
65.00
Peas Masala
65.00
Veg. Curry
65.00
Veg. Stew
65.00
Veg. Khorma
65.00
85.00
Chicken Khoruma
120.00
Chicken Curry
110.00
Chicken Roast
120.00
Chicken Masala
110.00
135.00
Kashmiri Chicken
135.00
125.00
Fish Curry
110.00
Fish Masala
135.00
Fish Moilee
135.00
NON Veg.
Fish Fry
Karimeen Pollichathu
Karimeen Fry
Prawn Masala
160.00
Prawn Fry
160.00
285.00
KERALA MEALS
Rice with Fishcurry
130.00
130.00
INDIAN BREADS
Parotta
20.00
Chappathi
15.00
Pulaka
10.00
DESSERT
Ice Cream
55.00
Fruit Salad
15.00
90.00
BEVERAGES
Mineral Water
20.00
25.00
35.00
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45.00
Veg. Pulao
65.00
Kashmiri Pulao
75.00
Curd Rice
70.00
85.00
105.00
85.00
105.00
Chicken Biriyani
120.00
Veg. Biriyani
90.00
Egg. biriyani
90.00
Chicken Noodles
120.00
Veg Noodles
90.00
Egg. Noodles
90.00
Mix Noodles
120.00
130.00
110.00
INDIAN DISHES
Dal Fry
65.00
Aloo Mutter
65.00
Aloo Gobi
65.00
Malai Koftha
85.00
Bindi Masala
65.00
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ROOM SERVICE
Room service is one of the most important section under the F&B service
department. It is a 24hrs open section. The Guest will be giving their order thought
the telephone and the room service order take (RSOT) will be explaining the
menu. they will takes the order properly and they will promise to the guest that the
order will be place with in 25 minutes they will be sending the order to the kitchen
the steward who place the order is responsible to explain the food and he should
ask to the guest when he has to come for the clearance and responsible to do the
clearance also and he should inform the R.S.O.T about the exact time of clearance.
After doing the clearance the R.S.O.T should take the signature of stewards.
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F&B Controller
Asst. Controller
Restaurant
Manager
Room Service
Manager
Bar
Manager
Asst. Restaurant
Manager
Asst. Room
Service Manager
Asst. Bar
Manager
Head Waiter
Waiter
Waiter Trainee
Trainee
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Banquet
Manager
Senior
Captain
NAME OF THE
QUTLET
24/7 Pearl Spot
View Point
Beer Parlor
TYPES OF THE
CUISINE
Multi- Cuisine
Indian of
Continental
Bar
LUNCH TIME
DINNER TIME
12.00pm-15.30pm
19.30-23.30pm
12.00pm-15.30pm
19.30-23.30pm
11.00am
23.00pm
It has the poolside view all day in door and out dining restaurant offering
Indian & Continental Buffet and all Carte menus, complimented with a large
selection of Indian dishes.
RESTAURANTS
These are the primary and major outlet of food according to decore and
environment the restaurants can be themed and menu offered on like wise be done.
Restaurant Manager
Captain
Senior steward
Steward
Trainee.
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MISE EN PLACE
Setting up the restaurant and the stations
Cleaning silverware
Polishing silverware
Stacking of cutlery and crockery.
Cleaning glassware
Storing glassware
Filling up the cruet set
Filling the butte dishes
Handling of linen (exchanged twice a day)
Laying the table cloth
Folding the napkin
INDIAN SERVICE
One None Vegetarian dish
One vegetarian rice preparation
Four Veg. Dishes
One Veg. & One non- Veg. Biriyani for lunch
On Friday, Saturday, Sunday and Monday
DESSERTS
One bakery dessert
Two Indian Sweets
One cut fruit platter
8 Types of vegetarian salad
2 Types of cold cuts
Curd rice
2 raitha
Appalam & papad
2 kinds of pickles.
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BREAD
Bread Rolls
French Rolls
Hard Rolls
Garlic Bread
Following are served complimentary with the buffet Indian breads
Roti
Naan
Roomali Roti
Partha
SHIFT TIMING
1st Shift
6.30hrs to 15.30hrs
2nd Shift
15.00hrs to Midnight
Night Shift
20.00hrs to 7.00hrs
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FRONT OFFICE
INTRODUCTION
The front office represents what is happening at virtually every level of the
hotels organizational structure. The front office acts a lighting rod to guest
complaints. It deals with reservation, over booking, registration, check-in and
check-out problems, no-shows late-cancellation, optimization of rooms inventory
management. The basic function of a front office department is to take booking for
rooms maintain the correspondence and a assist a speedy check- in for guest,
Assignment room for guest and providing maximum comfort for the guest.
The Greenwoods has one of the most speedy and comfortable check-in and
check-out procedures. Most of the hotels has standing counter at the front office,
but at the Greenwoods, it is more relaxed and the front desk has its own
individual tables, there are two reception tables and a gust relation executive table.
Group check-in are handled at all 3 countries, two reception table and the
gust relations executive desk. The luggage of the gust is taken care by the bellboy.
bellboy plays a very important role in the day-to-day activities of the front office
department. The Greenwoods has a concierge. Here all the guest mails, messages,
telephone, where about the guest, wake-up calls request are taken care of the
reservation office is situated behind the front desk. Hence all reservation for rooms
is taken and correspondence regarding them is maintained.
36
Receptionist
Telephone
Operator
Bell desk
Concierge
food and beverages bills of the gust, allotting the room to the gust and updating the
gust profile, gust requirement are also taken care by these desk. The front desk is
responsible for maintaining a good discipline in the department and to give full
support to the staff management, It also handles gust problem this department is
also responsible for updates on spatial group reservation arrangement and also
with the housekeeping department about the room status. Reception department
also offers different types of plans to its guest.
1. Modified American Plan [Map]
It includes room plus break fast plus lunch or dinner
2. American Plan [AP]
AP includes room rates plus break fast lunch plus dinner.
3. Continental Plan [CP]
CP includes room and breakfast.
CONCIERGE
Concierge desk is responsible for informing the gust about facilities and
service offered by the hotel. Concierge look after all the arrangements of the gust
in addition to other gust requirements Concierge arrange for vehicles in lesion
with transportation to receive gust from the Airport to take gust about various
place tourists interests, entertainment and general information. The Greenwoods
has a traditional way to welcoming a gust in the resort, an arathi, a tike a welcome
drink and garland is used to welcome a gust upon his arrival in the resort,
38
RESERVATION
The reservation section in the front office as mentioned before is the never
center of the department where all request of reservation for room are processed
the reservation is comes though the telephone.
SORCES OF RESERVATION
The usual from wich reservation request come are
1. Airlines
2. Wholesale tour operators
3. Travel agent (Local or foreign)
4. Free individual Traveler (F.I.T)
Any person who makes a looking directly with a hotel and not though a travel
agent companies commercial business houses.
Embassies/ Consults and institution
A source is classified as any individual a body that actually boys a hotel for
service rendered.
BUSINESS CENTRE
The business center situated at the back office of the hotel. It offered secretarial
crevice such as typing, faxing, photo copying, internet e-mail, lamination, spiral
binding, printout and scanning. It consist of a species area, well form and equipped
to deal with every kilned of secretarial service , gust sometimes brings their laptop
and they are helped to connect to the internet.
Rs 50 per page
Printout
Rs 10
Photocopy
Rs 5
Scanning
Rs 100
Spiral binding
Rs 100
TELEPHONE
Telephone operator handles all gust and administration relates call and direct
house calls place internally with in the hotel, the operator is the first person who
has an contact with the gust and how he handles the call and answer the phone
creates an impotents and lasting impression of the resort. The telephone operator
also handles the business center. The resort offers secretarial services, Computers,
40
Photo copying and faxing services for bother the guest and the staff in the resort
and the billing part is also done by the telephone operator of business center.
BELL DESK
Mr. BONY is in charges of the Bell desk, be allots bell boy to take the guest to
their allotted room and see that the guest is comfortable the bell boy is generally
considered as a link between the guest and management. He explains the guest
how to make use of various equipment in the room. He also helps in delivering
Message, parcels and mails to the guest.
REGISTRATION AT GREENWOODS
Steps involved in Registration are:1. Pre-registering activities
2. Creating a registration record
3. Arranging the room & room rates
4. Establishing the method of payment
5. Issuing the room
6. Fulfilling the special request.
41
ROOM STATUS
Effective room arrangement depend on the accurate and timely room status
information. This is found out by having th H.K. Status report, which refers to its
availability for, immediate to the room management charges in the H.K. Status
should be reported to the front desk.
ROOM RATES
Room rate is the price of overnight accommodation. The cost structure helps to
deduct the minimum rate of the room and the competition helps to crease the
maximum rate.
1. Commercial or Corporate rates
2. Compliment rate
3. Group rate
4. Family rate
5. Package plam rates
LOBBY
The front office is located with in the premises of the lobby. The lobby their
assumes important as it is the first and last area of contact of guest with in the
hotel. The lobby desk is situated in the heart of all co-ordinates between the guest
and hotel staff. The lobby manager who control the team of lobby supervisor, bell
captain and lobby attendance lobby of a large hotel may also have a guest relation
executive a lay to hand in house public relations with the guest. She is responsible
for receiving VIPs and attending to any co-ordination aspect regarding them.
42
ROOM LOCATION
When assigning rooms the Front desk agent must be aware of the
characterizing each room, difference between B/W room , he is furnishing
amenities and location for example a guest may prefer pool side room.
DIRECT BILLING
Some hotels external credit to guest by agreeing the bill the guest company for
charges.
CHECK-IN PROCEDURES
The check-in procedure start when the guest arrives at the reception desk and
the receptionist greets him with the time of the day and find out the guest has a
reservation.
a) If the guest has the reservation registered him
b) If enquiries for what kind of room accommodation he wants & checks for
the availability and quote rate.
c) If agreed, register the guest and if not suggested and alternative type of
accommodation.
d) If not agreed suggest the guest another hotel of the same standard to that of
you hotel.
e) Confirm the length to stay during registration.
f) Collect the deposit from the guest and give the reports.
g) Fill the key card and buy the finest.
h) Sent the bell boy and ask him to escort the guest to his room.
i) The bell boys acts as a salesman as the markets the products of the hotels.
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CHECK-OUT PROCEDURE
As with arrivals certain basic procedures are followed at the guests departure.
1. As soon as the guest comes for a check-out, the cashier contains the
operations and gives the room number. The operation does group paging
the concerned floor house keeping and L.M.
2. The butler checks the consumption of minibar which can be charged to the
guest house keeping in case of missing items and the L.M. for specific
billing institution.
3. The billing office unit check that all charges and payments have been
posted to the guest account and have ready to present to the guest at checkout.
4. The cashier will ensure that any valuable left in the hotels safe or in a
safety deposit box and banded to the guest that the guest signs the receipts
and returns the safety deposit box key.
5. A print out of the guest bill is taken after all charges are posted. Minibar is
posted separately.
6. Bell caption will have the ready to handle luggage. Some hotel give
luggage slip when accounts and the bell caption will cleared luggage on the
lip.
7. When the room has been checked and cleared the house keeping will
check-out going guest of the departure list.
8. Once the account is settled boy is handles & luggage cleared the gust
depart with a norm is vital on to return.
SHIFT TIMINGS
1st Shift
6.30hrs to 15.30hrs
2nd Shift
15.00hrs to Midnight
Night Shift
20.00hrs to 7.00hrs
44
TARIFF
From April 01, 2009 to March 31, 2010
Peak
Summer
Winter
April to September
(MAP)
October to March
(Excl.Dec. 21 to Jan 05)
(MAP)
Standard
3850/-
5650/-
7250/-
Deluxe
4400/-
6200/-
7750/-
Luxury
4900/-
6900/-
8500/-
Extra Bed
1100/-
1100/-
2000/-
Category
45
46
HOUSE KEEPING
47
Linen&Laundry
Floor Supervisor
Public Area
Supervisor
Desk Control
Supervisor
Night Supervisor
Tailors
Room Attends
Clock Room
Upholsters
Attendants
Attendant
Horticulturist
Head Houseman
Houseman
Gardener
Night Auditor
48
49
for developing and maintaining control procedures for the storage issuing and
replacement of the type of linen inventories.
50
TYPE OF LINEN
The Executive House Keeping generally responsible for the main type of linen
bed, bath and table bed linen include sheet of various sizes and colours.
Matching pillows covers a mattresses pads or covers bath linen included bath
towels, hand towels, specially towels, washcloths and fabric bath mats.
The Ex. H.K. generally responsible for the man type of Linen bed, bath and
table. Bed Linen include sheet of various sizes and colours matching pillow covers
and mattresses pads or covers, towels, wash clothes and fabric bathmats.
LINEN ROOM
Linen room is the central dept. of all Linen stockinet clean articles are
distributed throughout the hotel from the Linen room. Linen the context means
loadable articles but linen staff may also handle blankets, curtains. Loose covers as
well as articles for dry cleaning whenever linen is use there is a saving of work in
linen room except in hospitals.
EXCHASGE OF LINEN
Different type of exchange system for exchange of dirty linen with clean
Linen operative in a hotel is as follows:
1. Directly exchange of Linen by the maid.
2. List of handle the articles.
3. Take them to the linen room at a set time each day and clean the linen
collected later delivering day.
4. Dispatch down a linen shoot and the floor stuck of clean linens made up
later in the day by the room staff.
51
STOCK TAKING
This is done at a specified interval in order to check the amount of linen to
know when to order new linen and to know when to order new linen & if possible
to check-on the losses. It may be done every month depending on occupancy of
the hotel.
For economy mending should be carried out before laundry, but dealing soiled
and wet articles is too pleasant so mending is done on clean linen. - en room for a
different purpose will make any article that cant be used
1.
This is completed daily by the room boys after physically checking the rooms
the floor supervisor re-checks the work and makes sure everything is scheduled
52
.2.
The supervisor checks this. The checklist gives the entire picture of the room
and amenities the list has to be followed while the room is being cleaned.
3.
It is prepared in triplicate
5.
a)
1st copy-
b)
c)
RECORD.
All the guest's arrival and departure details are recorded on this book on a daily
basis.
6.
54
JOB DESCRIPTIONS
7.
Duties& Responsibilities
1. sorts count and record number of items
soiled.
2. Places linen and uniforms in containers for transport to laundry.
3. send turn articles to seamstress for repairs.
4. Count and records linen to fill requisition.
5. Issues linen and unifonns to be exchanged on a clean for soiled basis only.
6. Examiners laundered items to ensure cleanliness and service ability.
GENERALSGENERAL SEQUENCE FOR GUEST ROOM CLEANING
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Linens are either lad-carried or carted to the OPL Employees who are hand
carrying linens should be careful not to allow items to drag on the floor. Further
soiling them dragging linens can also create safely far staff that could trip over
trading items.
3. Sorting:
Soiled linens should be sorted by the degree of solving any by any type of
fabric. Both type of sorting help prevent unnecessary' war and damage of linens,
cleaning rag should always be separated and washed by themselves, never with
linens that guest will use.
3. Washing:
After linens are sorted, laundry workers collect batches of laundry and deliver
them. To the washer linens should be weighted before there are put into the washer
to ensure the washer is not over loaded weight is imp. For measuring OPL output.
5. Extracting:
Extracting recover excess moisture from laundered items through a high
cropped. Sp in this step is important because it reduces the weight of the country
and moves it to dryers, extracting also reduces drying time.
6. Finishing:
Finishing gives the linen a crop swizzle force appearance. Finishing may
require only dying or may include ironing linens should be stored out by fabric
type before they are dried.
7. Drying:
Items that are dried generally include towards, wash clothes and some non-Iron
items dying and temp. Vary considering for different types of linen.
8.Ironing
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Sheets Pillow Cases, table clothes and slightly damp napkin go correctly to plat
warms irons. Iron varies in size and degree of automation uniforms are generally
pressed in special ironing equipment.
9. Folding:
Since some properties still do of folding manually, folding unusually sets the
pa for the linen room. Washing & drying items faster than they can be folded leads
to unnecessary resolving.
10. Storing:
After folding items are post sorted and stacked. Post sorting separately any
linen types and size that were missed in pre-sorting. These should be enough
storage room for at least one p .... Finished items should be allowed to rest on
selves for 24 Hours after laundering because many types of linens are moist easily
damaged might after washing.
SHIFT TIMINGS
1 st Shift
2nd Shift
Night Shift
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FRONT OFFICE
Front Office and House Keeping both are concerned with rooms. The first one
with selling the rooms and the second one with preparation of rooms. The House
Keeping relies on F.O to let them know about the arrival of guest V.I.P. arrivals
where special request have to be met. House Keeping notifies the reception of
ready rooms and as soon as the room is cleaned.
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ROOM
NO:
DATE...............
BEDSHEET
BEDSHEET
PILLOW
DOUBLE
SINGLE
COVER
SOAP
SHAMPOO
101
102
103
104
105
106
ROOM ATTENDER
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TALCOM
BUBBLE
TOOTH
SHAVING
HAIR
POWDER
BATH
PASTE
KIT
CAP
Follow the recipe but not blindly the ultimate test is asking the following
question is to tasty will the customer like it.
All the personnel in the kitchen at "Water Scapes follow the above un written
rule. They will trying to produce the best products to top appetizing and pleasant
to all senses.
The kitchen and work brigade was a concept includes ensuring smooth
functioning & smooth workflow.
At "Greenwoods" the kitchen is headed by the ex. Chief who shoulders all the
responsibility of all the meals served at the hotel duty. The kitchen is sub divided
into diff. Sections and they are then headed by the sous chef who reports to the
accurate chef.
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Sous Chef
Chef - de - Party
Commies - I / Commies - II
Trainee / Apprentice
This dept is divided into the various' sections for smooth functioning as
mentioned below:
Butchery:
Maintains stocks & directly co-ordinate with the purchase department for meat
poultry & seafood.
It is responsible for the standardization of cuts and portions as include by the
executive chef and delivers it to different other section with the quality as required
on a daily basis.
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Garde manger
Mainly a cold kitchen responsible for executing various 0 .... to different
outlets of the hotel. They make all the s for the budget. They also have made the
cold cuts. They also have ice-carvings for the banquet functions. This section is
located at 2 levels near to the butchery and sweet kitchen. Out of 12
salad prepared for the salad counter one is non-veg. The salad is accompanied
by the six various diff. Salad dressings. Besides they also prepare centerpieces like
vegetables carving cold cuts, cheese board is also method.
Salad Dressing
Thousand Island dressing.
Honey mint & Yogurt
Coriander chilly yogurt dressing.
Vinaigrette Dressing
The Salad which are made for the dinner buffet are prepared & packed and
refrigerated when it is time for dinner buffet the salads are sent' to the restaurant
with the cover on.
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Main Kitchen
This is changing of banquets and the out door catching section. They also make
the salad and the cold cut for coffee shop. Once the menu is received from he
banquets for the panty, it is point up on the notice board in the kitchen. The main
kitchen is divided into hot & cold sections. The ... section prepared food according
to the menu. The cold kitchen takes care the salads they also prepares the salad for
the lunch and dinner for the coffee shop. It is located in the executive chefs cabin
on the lobby level.
Pantry
This kitchen operates for 24 hours, which is located in the main kitchen nearer
to the coffee shop room service & other departments. This department is
responsible for the preparation of fruit juices, ice teas, tea, coffee, bread toasts,
sand witches etc.,
Continental Kitchen
The Kitchen operates 24 hrs and looks often the specialist section of
continental cuisine including Soup & Sauces.
Indian Kitchen
This section is further divided into tandoor, mughlai & South Indian sections. It
basically looks after the day to day. The Indians sweet section also a subsection of
the Kitchen, earn through. It i~ clubbed with banquet at 2nd level.
65
He order & required quantity of raw material and check the quantity in
d)
f)
g)
He prepare duty roaster of the staffs and he is the departmental head and
EXECUTIVE CHEF
He is in charge of the entire kitchen center kitchen and is required the construct
menus in conjunction with sous chef imp functions, he is responsible for the entire
kitchen and takes important decisions about the amount of labor machines and raw
materials that are required for a particular day the allocation of duties of each
departments. He checks the organizational objectives are set for his department.
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SOUS CHEF
He is responsible for ensuring that the products produced are of high quality in
this section. He ensures smooth functioning. He is more of a administration. The
Choux Chef is concurrence with the executive chef hiring peoples for vacancies in
his section. He is responsible for division of work and responsibilities to ensure
smooth operations. He overseas all the operations in this section personally handle
special and very special food and beverage items.]
CHEF DE-PARTIES
He reports to the Choux Chef and in his absence is responsible for the
operation of certain food items, he, however overseas he preparation of other items
in this section.
COMMIES
There are responsible for the actual production of the food items for the meal
and do the work preparation of ingredients fan cooling, weighting and measuring
of quantity of good to be produced and actual cook of food
TRAINEE / APPRENTICE
He assists the commies and chef the parties in the work they do and is
requested to help the in preparation of ingredi~nts. He however is not allowed to
prepare food items or dishes or do the actual cooking. He is required to teeth the
items from the stores.
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INDUSTRIAL TRAINEES
The industrial trainees assist in the all the production function, which are done
in the kitchen.
WORKFLOW
The flow of work can be divided into the following steps:
Purchasing / Requisitioning Receiving
Storing
Pre-preparation
Finishing / Cooking Holding
Serving / Portioning Cleaning
Purchasing / Requisitions
Foot items required in department are requisitions from the food stores with the
help of food storeroom requisitions glowering slip. The items to be
identical/requisitioned are written down on the slip by the commies. Chef with the
size and amount of each written in the farm.
Receiving
After delivering all the items the storekeeper writes the mount delivered ,
issued and puts his signature on the delivered column. If items are not available
the sore keeper take the necessary steps to acquire such items. The trainee, the
double checks the items received with the quantity issued written down in the
farm. After consuming that every thing is in order the trainee sign I in the column
received by.
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In GREENWOODS the Indian choux chef is required to keep tracks of all the
milk, fruits, and vegetables stand in the cold room & ensure that they are
adequately stores. He should also ensure that onions & potatoes are. In the FIFO
containers and ensures that the First in First out principle is followed. Storing
All items that can be stores at room temp. are stored in a cup board.
Under lock and key. Egg, oil, lentils, salt, tomato and other canned items floor
is stored in a big movable container which can be locked when required, Butter,
yoghurt, buns, creams, opened tinned fruits are kept in refrigeration in 50 _ 80 c.
Pre-Preparation
This process involves getting the food ready for cooking as finishing.
The following are the general, process followed water scapes manager,
washing of in gradients, peeling & scraping of fruits and vegetable prawns,
pairing, cutting of meat, vegetable ..
Holding
Holding of various items at suitable temp. is essential in order to prevent
detritions of food products due to bacterial communication various items are help
as follows in Greenwoods s.
Dessert, pastries, cakes are held in the kitchen prior to final decoration and
pick-up.
Bread, sweets, mixtures of yada, dosas, and idlies, prepared in bulk are held in
the walk-in-coolers.
69
Hot curries, soups and dishes prepared are held on a hot plate until the pick up.
Buffet items foods are held during servicing using a chiffon dish for keeping the
food hot.
Pasty & ice cream trolley held the temp. Hiring service at Marashad's lounge.
SHIFT TIMINGS
1 sl Shift
2nd Shift
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ALLIED DEPARTMENTS
1. SECURITY
It is the function of this department to safeguard the hotel and guest belonging and
maintain an orderly atmosphere in the hotel.
It is also an active department in the waterscapes.
Functions of Security in the Greenwoods
To protect the guests
To protect hotel property as well s guest property
Security person is the First & last person who wishes the guest.
They control keys of all departments
They maintain time office register.
Security Department in any hotel deals with overall security 1.e. maintaining
peace and order and control of the hotel. In every hotel the security plays an
important role. Right from the entrance into the hotel premises and to leaving the
hotel, the guest and staff are checked by the security, directly or indirectly
Greenwoods
The Security office is situated in the ground floor where seating arrangements is
provided for the security Manager along' with his guest or staff
Who visit him? At the entrance there is the Time Office where staff and employee
sign in their register while entering and leaving the hotel.
One Security Officer Checks all the staff and employee or outside person wants to
bring any valuables inside the hotel; it is first checked and entered in the register
as staff belonging. to avoid pilferage. Each security personal is checked by the
security personal of the next shift.
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SECURITY ORGANISATION
CHIEF SECURITY OFFICER
SECURITY OFFICER
DOORMAN GUARD
TIME OFFICE
OFFICER
PURCHASING PROCEDURE
1. A requisition form an authorized no. of staff related to any department
make a request for purchasing item.
2. Then selection of the source of supply.
3. Negotiating with the suppliers and entering into a contract with the
suppliers.
4. The contract with the supplier has to satisfy all the condition of the contract
that is time of delivery, quality, quantity, size, mode of payment etc. to
reject goods if it is not up to the nuns.
5. Accepts goods ordered after inspecting and maintain a register to make,
sure that materials obtained are those for which order was placed and also
adjust, if any discrepancies arise that can be solved later.
STORES
The main objective of a good store is to ensure that adequate supply of
foods for the immediate needs of the establishment are available at all
times. Most food materials need to be stored for different length of time and at
different temperatures to preserve their shelf life and wholesomeness till required
for preparation of service.
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Cost Accounting:
It is the branch of accounting dealing with recording, classifications,
allocation and reporting of the current and prospective costs. Cost accounts
determine cost by department function, responsibilities and product and services.
Auditing:
It is the branch of accounting involved with reviewing and evaluating
document, records and control system. The external auditor revises the financial
statements of the hospitality operations. It's underlying internal control system and
is accounting records to render as opinion of the financial statement.
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Tax accounting:
Tax planning to minimize the tax payments is a sufficient part of the tax
accountants work. Tax accounting in Leela Goa focuses in income tax at federal,
state and local level, but also include sales, excise payroll and property tax
INVOICE
Every guest who checks into a hotel receives an invoice, called a check, the
total charges incurred by the gl{est during his stay are out. The charges include
room charges, tax, room service, laundry
On check out the charges are itemized on a guest check along with the
balance or amount due. An invoice or guests check-in a request for the payment.
When a guest check-in presented, the guest is requested to settle the amount by
paying the balance and a paid receipt is given to the guest when the account is
settled.
CASH RECEIPT
Cash receipt revenues received by the hotel from the various sources for
accounting purpose, any transaction paid by the cash travelers check or a credit car
in a cash receipt. A joumal is a book-keeping device, accounting information is
entered daily. Revenue received from daily sales are entered in a cash receipt j
oumal.
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3. PERSONNEL DEPARTMENT
Personnel Department is one of the important non-revenue operation I
departments. This department looks after the staff facilities and problem.
Personnel department,. is responsible for the recruitment, dismissal, transfer, ;
promotion of staff, their salary, administration indiscipline, grievances, !
procedures issuing identity cards for the staff, food card for the staff, induction
program, locker facilities. In GREENWOODS this department is divided into 2
learning and development department and HR Department. training manager
heads the L & D department and H R Manager heads Hr department
HIERARCHY
Training Manager / HR Manager
Training co-coordinator
2.
3.
Industrial relationship
4.
5.
6.
The primary responsibilities of the department include the following:1. Recruiting, Interviewing and Hiring New Employees.
2. Implementing and Administering Employee Policies and Personnel
Procedures.
3. Establishing Training Goals and Budgets Devising Procedures and
Conducting Training Programs and Seminars for Management as well as
Employees.
4. Monitoring and Enforcing the Job Safely.
5. Ensuring Compliance with Employment and Regulations.
6. Presenting a Quality Image of the Hotel Staff to the Public.
78
EMPLOYEES RECRUITMENT
Employees Recruitment is the process of attracting qualified employees and
is one of the jobs of the personnel department.
79
4. MARKETING
Marketing is so basic that it cannot be considered s a separate function.
It is business seen from the point of view. Business success is not determined by
producers but by consumer.
The selling to be effective must be followed by may marketing activity
such as need assessment marketing activities such as need assessment marketing
research product and development pricing and distribution.
Marketing has its origin in the fact the humans are creating needs and wants
since many products can satisfy given need, product in chosen by the concept of
value cost & satisfaction. A market is a group of people who share similar needs.
The marketing mix consist of four points they are:
Product
Price
Promotion
the 5th one namely the "People" is increasingly recognized. So, it is necessary to
learn how to turn on the employees to serve there outside peoples.
The service marketing stage for reaching external markets is through:
1)
2)
Seminars
3)
4)
Seminars
5)
Mailings.
Sales Process
Establish Sales Effort.
Identify Sales.
Develop Personal Prospect Selling.
Quality Sales.
Effort.
Strategies.
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Sales Performance
Sales Function
Sales Programme
Sales Organization
Presume Direction
Sales Direction
Functions:
Sales and marketing department of a hotel makes propaganda of facilities
available.
By correspondence.
By personal contact.
etc.
By advertising.
Rooms.
82
83
HIERARCHY
CHIEF ENGINEER
ASSISTANT ENGINEER
SUPER VISOR
A/C Mechanic
Electrician
Carpenter
Plumber
COMPLAINT BOX
If any guest complaints about his rooms for any maintenance or for areas,
lift etc., then such types of complaint are entered in this book.
PURCHAS INDENT
When the maintenance dept. requires any things or items to be lidded, the
chief engineer fills into the purchase order fun with details regarding the items
registered
Maintenence ordership
The form of indicates that a particular department requires the job of
maintenance
84
It is the department's duty to look after all the air-conditioners and make sure
they are in the proper state.
3.Electrical:Other electrical equipments used are generators, motors, lighting etc.
are looked by the engineering department.
4. Ventilation :The fresh nautral air and the exhaust system are all taken care of by the
department.
5. Swimming Pool :Pool side has always been a great attraction, so its been taken care of
especially so the construction etc. of the pool also come under this department.
6. Water System :Water is the most essential thing and is being taken care of very nicely
because without it, the hotel cannot run. So the arrangement of water, storage,
distribution, heating, chilling and softening are all looked after by the
Engineering department.
6. Emergencv :All types of emergencies are dealt by this depmiment such as accidents,
natural calamities and other desperate times.
COMMITMENT
Being a III year student of CHERRAANS ARTS SCIENCE COLLEGE,
I would like to say that this hotel is perfect for undergoing Training in service.
I have worked as trainee in service department. The executive staff of the
hotel gave me his valuable time in giving the practical knowledge while doing
his duty.
Even though, I have so many difficulties to do service. I have faced much
more exploitation from my superiors. Even though I could of their pressure my
working hours could be inconvenient at same time I received tremendous job
satisfaction in the establishment.
So, I played many types of work in this department of this hotel. The
staff of this hotel is really very helpful and particularly in this department and to
co-operation.
So far to my knowledge the hotel Greenwoods Resorts, Thekkady one of
the best training and helped and trainee to reach their goal in future carrier.
CONCLUSION
The chapter have described in such a way that a reader can go through the
chapter in minimum time, the appendixes and the department literature made
available heavy testimony to me fact that the fonnat provided to him by the staff
member in compiling the project report.