INTRODUCTION TO HOSPITALITY INDUSTRY

The hospitality industry is a part of larger enterprise known as travel and tourism

industry. The travel and tourism is a vast group of business with one goal in

common providing necessary and desired products and services to customers

and travelers.

Accommodation facilities constitute a vital and fundamental part of tourism supply.

the important inputs, which flow into the tourism system, is tourism

accommodation forming a vital component of tourism superstructure.

Definition

It is defined by British law as a Place where a bonafide guest receives food and

provided he is in a position to pay for it and is in a receivable condition. (Rights of

admission reserved).

Hotel may be defined as an establishment whose primary business is providing

lodging facilities for the general public and which furnishes one or more of the

wing services

(a) Food and Beverage Services.

(b) Room Attendant Services.

(c) Laundry Services

(d) And use of Furniture and Fixtures.

(e) Safety and Security to guest and his Belongings

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GROWTH AND DEVELOPMENT OF HOTEL INDUSTRY

A Hotel industry is perhaps one of the oldest enterprises in the world with

establishment of money as a medium of exchange. Sometime in the 6th century

B. C came the first real impetus for people of trade to travel and the earliest Inns

were ventures by husbands and wife who used to provide modest wholesome

food, quench thirst (mainly wine) and a large hail to stay for travelers against

money. Initially Inns were called “Public Houses or Pubs” and the guests were

called “Paying Guest”.

These conditions remained for several hundred years. The advent of Industri1

Revolution brought ideas progress in the business of Inn keeping. The

development of railways and ships made traveling more prominent. The Industrial

Revolution also changed travel from social to business status. There was an urge

for quick and clean service because the inns were basically self-service

institutions.

During the era of 1750 to 1820 the English Inns gained the reputation of being the

first in the world and were generally centered on London. In early England public

houses were normally called “Inns” or “Taverns’ Normally the name Inn was

reserved for finer establishments catering to the nobles while the name Taverns

was awarded to the houses frequented by common man. In France the

establishments were known as “Hotelleries” and the less pretentious houses

called “Cabarets” The name hotel is believed to be derived from the word

hotelleries around 1760. In America lodging houses were called “Inn” or “Coffee

House’ By 1800 the USA were the leaders in development of first class hotels.

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The real growth of the modern hotels took place in the USA beginning with the

opening of the “City Hotel” in 1794 in New York. This was the first building erected

for hotel purpose. This period also saw the beginning of chain operations under

the guidance of E.M. Statiers.

A hotel survives on the sale of rooms, food and beverage and other minor

operating services like laundry, health club, etc Of these the sale of rooms

constitutes a minimum of 50%. In other words, a hotels largest margin of profit

comes from room sales as a room once made can be sold over and over again. A

good hotel operation ensures optimum room sales to bring about maximum profit.

The room sale is dependant on the quality of the room, the decor, the facilities,

cleanliness of the room and how safe it is. To make a room appealing to a guest

is the duty of the housekeeping which has to ensure the basic human needs of

comfort and security.

The housekeeping department in a hotel is responsible for cleanliness,

maintenance and aesthetic upkeep of the hotel. Just as the name signifies, the

role of housekeeping is to keep a clean, comfortable and safe hotel. Its an

extension of basic home keeping multiplied into the commercial proportion.

Therefore just as we enjoy keeping a sparkling home for ourselves and the guest

who visit us, the housekeeping department takes pride in keeping the hotel clean

and comfortable so as to create a home away from home.

What does a room mean to a guest ?

The sale of rooms provides approximately 7O% of the total hotel revenue. A room

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not sold on a particular day will lose its opportunity to earn revenue for that day.

Because of this feature of rooms they are referred to as highly perishable

commodities.

The room means a several things to the guest :-

Every hotel spends a lot of effort in ensuring the quality of beds, mattresses,

channel music, attached bar, etc. The comforts must be regularly maintained and

should be properly functioning. It is the housekeeping departments duty to ensure

this.

SAFETY AND SECURITY: The primary device that hotels provide to ensure

safety is restricted entry to the room through the door only. Besides this there are

double locking systems, strict control of rooms, master keys and safety chain

locking systems from within. All electrical wiring in the room should be concealed

and no equipments in the room should be faculty.

PRIVACY: Room windows are provided with curtains. Superior hotels could have

day curtains and heavy night curtains. Windows could normally overlook good

scenic view away from the prying eyes of others in the hotel or outside public. The

procedure to enter a room is well defined to ensure guest privacy.

A guest is provided with entertainment, food and beverage, telephone service,

etc. in his room. Thus the guest is free to spend his time fulfilling the purpose of

his visit, be it a business or holiday. The housekeeping should provide a list of all

facilities and a way to avail them.

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 CLEANLINESS AND HYGIENE : The housekeeping department has got the

most important role to play in this respect. Clean and well maintained areas and

equipments create a favorable impression on the guest. Hygiene must be

maintained especially in the wash rooms, toilets, pool changing room, health club,

etc.

DECOR : Colour and design are mood methods whether the guest realizes it or

not. The decoration of his room may motivate his like or dislike for the entire

operation. Some housekeepers assume the most responsibility for in house decor

and some other enlist the assistance of a professional designer. In both cases the

aim is to achieve a balance between beauty and practicality.

A room is very important to a guest and hence he demands the highest standards

in everything the room stands for.

MAJOR INDIAN HOTEL CHAINS

The Holiday Inn Group of Hotels in India

The Holiday Inn Group Hotels in India has some of the best hotels in India. The

hotels are located at the prime tourist centres of India like Agra, Jaipur, Mumbai,

Ooty and Goa. The world-class amenities combined perfectly with Indian

hospitality mark the various hotels of the Holiday Inn Group of India. You will

certainly come ac5roos the best of holidays at the most reasonable rates. So get

set go for your dream holiday and retreat with goldem memories to look forward

for the next Indian Holiday.

 Holiday Inn Mumbai I Bombay

 Holiday Inn Resort I Goa

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 Holiday Inn Agra

 Holiday Inn Jaipur

ITC Welcom group of Hotels in India

The ITC Welcomegroup hotels elevate the Indian Standards in 41 business and

tourist destinations all over the country including 8 ITC-Welcomgroup Sheraton

Hotels. India’s leading chain of luxury hotels in association with Sheraton Hotels

Worldwide, gives the global traveler, the best of East and West: traditional Indian

hospitality with contemporary international standards.

The main hotels of ITC Welcomegroup are :

 ITC-Welcomegroup Sheraton Hotels

 Mughal Sheraton, Agra

 ITC Hotel Windsor Sheraton & Towers, Banglore

 Chola Sheraton, Chennai

 ITC Hotel Park Sheraton & Towers, Chennai

 ITC Hotels Kakatiya Sheraton & Towers, Hyderabad

 Rajputana Palace Sheraton, Jaipur

 ITC Hotel Grand Maratha Sheraton & Towers, Mumbal

 ITC Hotel Mauiya Sheraton & Towers, New Delhi

ITC-Welcomegroup Hotels

 Hotel Marriot Welcom, New Delhi

 Welcom Heritage Hotels

 Umaid Bhavan Palace, Jodhpur

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 Fortune Hotels

Fortune Hotel Calicut, Calicut Fortune Hotel The South Park,

Thiruvananathapuram

Oberoi Group of Hotels in India

The Oberoi Group Hotels was founded by Ral Bahadur MS. Oberoi and have two

principal brands — the deluxe Oberoi brand and the first class international

Trident brand. Founded in 1934, it owns and runs thirty-five luxury and forst class

international hotels in seven countries. Oberoi Group Hotels India are

synonymous across the globe for providing the right belnd of service, luxury and

efficiency. Five Oberoi Group Hotels are members of The Leading Hotels of the

World and eight are members of ‘The leading Small Hotels of the World a select

association of international luxury hotels chosen for their extraordinary levels of

guest comfort and service.

The Oberoi Group Hotels in India have created a niche achieving highest acclaim

amongst resort hotels around the world. Internationally recognized for all-around

excellence and unparalled levels of service, The Oberoi Hotels in India have been

the recipients of innumerable awards and accolades. A distinctive feature of the

Oberoi Group of India is its highly motivated and well-trained staff.

The leading Oberoi Chain of Hotels are :

 Hotel Amarvilas, Agra

 The Trident, Agra

 The Oberoi, Banglore

 Oberoi Maidens Hotel, Delhi

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 The Oberoi, New Delhi

 Rajvilas Resort, Jaipur

 Oberol Grand, Kolkata

 The Oberoi, Mumbai

 Oberoi Towers, Mumbai

 Udaivilas Resort, Udaipur

 The Trident, Udaipur

 The Trident, Jaipur

The Oberoi Group Hotels have two principal brands- The deluxe Oberoi brand

and the first class international Trident Brand. Founded in 1934, it owns and runs

thirty- five luxury and first class international hotels in seven countries. Oberoi

Group Hotels India are synonymous across the globe for providing the right blend

of service, luxury and efficiency. Five Oberoi Group Hotels are members of ‘The

Leading Hotels of the World’ and eight are members of ‘The Leading Small Hotels

of the World a select association of international luxury hotels chosen for their

extraordinary levels of guest comfort and service.

The Oberoi Group Hotels in India have created a niche achieving highest acclaim

amongst resort hotels around the world. Internationally recognized for all-round

excellence and unparalleled levels of service, the Oberoi Hotels in India have

been the recipients of innumerable awards and accolades. Distinctive feature of

the Oberoi Group Hotels of India is its highly motivated dand well-trained staff.

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The Taj Group of Hotels in India

Initiated by Mr. Jamshedji Nausserwanji Tata, The Taj Group Hotels was started

almost a century ago. Starting with the Taj Mahal Hotel, Mumbai (Bombay), The

Taj Group India now owns more than 50 hotels worldwide. The Taj Group Hotels

in India are grouped into strategic business units to get consistency across the

different units in the same brands and standardise the product and service across

the brands, making them distinct and indentifiable. These brands have been

classified as Luxury, Business and Leisure.

Taj Luxury Hotels

The Taj Luxury Hotels spread the essence of the Taj experience. With elegantly

appointed rooms and modern comforts, these hotels offer the finest standards of

hospitality and service. Situated in the main capital and commercial cities of India

they maintain the highest standards in all the services they offer.

Taj Business Hotels

Vibrant and progressive, they retain the warmth and spirit of India. Placed

basically in the India’s key commercial cities and towns, the Taj Business Hotels

provide every modern facility at attractive rates. These hotels meet the needs of

business travellers visiting these cities in the best possible manner. The Taj

Business Hotels offer multi- cuisine restaurants and the best corporate facilities in

the city.

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Taj Leisure Hotels

At the Taj Leisure Hotels, you get everything to fulfill your content. The major

attractions include idyllic beach resorts, genuine palaces, turn-of-the century

garden retreats, hotels located close to historic monuments, pilgrim centres and

some of India’s best wildlife sanctuaries.

Following is the list of Taj Hotels in India :

Taj Luxury Hotels Taj Business Hotels

The Taj Westend, Bangalore, Taj Taj Residency, Hyderabad Taj

Bengal, Calcutta, Kolkata , Taj Chennai Taj Banjara, Hyderabad

Coromandel, Taj Krishna, Chennai Taj Residency, Bangalore Taj

President,Hyderabad The Taj Mahal Hotel, President, Mumbai

New Delhi Taj Palace Hotel, New Delhi

Fisherman’s Cove, Chennai Fort Aguada Jai Mahal Palace, Jaipur

Rambagh

Beach Resort, Goa The Aguada Hermitage, Palace, Jaipur Lake Palace, Udaipur

Goa Taj Exotica, Goa Taj Holiday Village, Goa

Taj Garden Retreat, Taj Cultural-Centre Hotels

Taj Garden Retreat, Kumarakom Taj Taj view Hotel, Agra Taj Malabar,

Garden Retrat, Thekkady Taj Garden Cochin Taj Hari Mahal, Jodhpur

Retreat, Varkala

The Taj Other Hotels

The Ambassador Hotel, New Delhi,

The Sawai Madhopur Lodge, Madhopur

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 The Ambassador Group of Hotels in India

The Best Western Group of Hotels are located at the prime tourist locations of

India, Mumbal, Chennai, Kolkata, Hyderabad, Khajuraho, Dehradun, Varanasi

and Kovalam are some of the major centres. The hotel packages by the Best

Western Hotels of India fulfill the needs of the various tourists. The Best Western

Group India is a brand name ensuring reliable service, affordable rates, quality

accommodation and professionalism.

Other than in India, the Best Western International runs more than 4100

independently owned and operated hotels across 84 countries including North

America, South America, Europe, Asia, Africa, the Middle East and South Pacific.

The Best Western Group has also received an award of ‘Best Value of Money

Hotel Chain’ in Europe for three consecutive years.

The world-class amenities combined perfectly with Indian traditional hospitality

mark the various hotels of the Best Western Group of India. You will certainly

come across the best of holidays at the most reasonable rates. So get set go for

your dream holiday and retreat with golden memories to look forward for the next

Indian Holiday.

 The Emerald Best Western in Mumbai

 The Kenilworth Best Western in Kolkata

 Best Western Swagath Holiday Resort in Kovalam

 The Amrutha Castle in Hyderabad

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 The Casino Group of Hotels in India

The Casino Group Hotels India presents some of the best hotels in India. The

hotels are located in tourIst destinations like Casino Hotel Cochin, Spice Coast

Cruises Puthenangadi, Coconut Lagoon Kumarakom, Spice Village Bay Thekkady

and Marari

Beach Resort Alleppey. The beautiful location of these hotels satiates the nature

lovers. The Casino Hotels in India have large swimming pools with the

multicuisine restaurants serving Indian, Continental, special seafood et al. the

rooms of the Casino Hotels of India are elegantly appointed blending tradition with

the contemporary trend. The management of the Casino Group of India also

organizes activities like the cruises on the backwaters, fishing trips and visits to

traditional coir- making units for the guests. The Casino Group Hotels staff serves

you with a smile. The world-class amenities combined perfectly with Indian

traditional hospitality mark the various hotels of the Casino Group of India. You

will certainly come across the best of holidays at the most reasonable rates. So

get set go for your dream holiday and retreat with golden memories .to look

forward for the next Indian Holiday.

 Casino Hotel (Kochi)

 Coconut Lagoon Resort (Kumarakom)

 The Spice Village Hotel (Thekkady)

 The Marari Beach (Alleppey)

The Clark Group of Hotels in India

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 The Clark Group Hotels in India is a well-known brand in the country as well as

abroad. These hotels are located at the major tourist places of India like the Taj

city Agra, Jaipur, Shimla and Varanasi. The Clarks Group Hotels of India offer

comfort and privacy at the same time. The hotel packages offered by the Clarks

Hotels in

India satisfies the tourist from all over the world in every way. The world-class

amenities combined perfectly with Indian traditional hospitality mark the various

Clarks Hotels of India. You will certainly come across the best of holidays at the

most reasonable rates. So get set go for your dream holiday and retreat with

golden memories to look forward for then next Indian Holiday.

 Hotel Clarks Shiraz in Agra

 Hotel Clarks Amer in Jaipur

 Hotel Clarks Varanasi, Benaras

The Tulip Star Group of Hotels in India

The Tulip Star Group Hotels in India boast of some of the best hotels in India. The

hotels are located at the prime tourist destination dotting the various states of

India like the gorgeous Goa, Kerala, Maharashtra, Rajasthan, Delhi, Uttar

Pradesh, Uttaranchal, Orissa and Gujurat.

The world-class amenities combined perfectly with Indian traditional hospitality

mark the various hotels of the Tulip Star Group in India. You will certainly come

across rthe best of holidays at the most reasonable rates. So get set go for your

dream holiday and retreat with golden memories to look forward for the next

Indian Holiday. The various hotels of the Tulip Star Group of Hotels in India are :-

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 Bogomallo Resort, Goa

 Coconut Grove, Goa

 Kohinoor Continental, Mumbai/ Bombay

 Hans Plaza, Delhi! New Delhi

The Le Meridien Group of Hotels in India

The Le Meridien Group India is known for its unique way of serving others

professional yet warmly. The Le meridian Group Hotels are present dominantly in

the capital city of New Delhi, Mumbai, Chennai, Cochin, Pune and Banglore.

The world-class amenities combined perfectly with Indian traditional hospitality

mark the various hotels of the Le Meridien Group of India. You will certainly come

across the best of holidays at the most reasonable rates. So get set go for your

dream holiday and retreat with golden memories to look forward for the next

Indian Holiday! The various hotels of the Le Meridien Group Hotels in India are :-

 Le Meridien New Delhi

 Le Royal Meridien Chennal

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VARIOUS TYPES OF HOTELS AND THE FACILITIES THEY CAN OFFER

The most basic definition of a hotel is a place that offers accommodation, food

and beverage for enough money to enable the hotel to make a profit. The profit

factor is the reason hotels are built hence all companies view everything in the

light of profitabiIity

Hotels can be classified according to their degree of luxury, size and their

location.

a) Degree of Luxury When one classifies hotels according to their degree of

luxury, then this refers to the star rating system. The star rating system depends

on the number and standard of facilities provided by the hotel. The HRACC (Hotel

and restaurant approval and classification committee) which comprises of

representatives chosen from the govt. and other trade officials who rate hotels as

per the set standards like “necessary” ‘essential’ and “desirable”.

b) Size of the hotel - Size of a hotel is directly related to the no. of rooms in a

hotel

A small hotel is one with a minimum of 100 rooms.

A medium hotel is one which has up to 300 rooms.

A large hotel is one which has up to 600 rooms and hotels which have rooms

more than this are termed as huge hotels

c) Location - Hotels are categorized according to the place where it is situated, a

hotel can belong to one category, or more.

COMMERCIAL HOTEL :-

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A commercial hotel is also called a city hotel or a suburban hotel and is situated in

the heart of the city or in a busy commercial area and mainly caters to

businessmen. It may comprise of one or two blocks of building and may or may

not be able to provide with a garden / landscape facility.

RESORT :-

A resort comprises of individual bungalows or small blocks of houses spaced up

to indicate relaxation and comfort. It is a hotel situated in resort areas where

People go for relaxation and holidays like the foot hills, mountainous area,

beaches,

TRANSIT HOTEL

A transit hotel is situated near a point of entry, mainly catering to transit guests I

lay over passengers who are in the process of traveling and have not yet reached

their destination.

ENTERTAINMENT FACILITIES

Water sports like boating, wind surfing, sailing, water skiing, etc. Adventure sports

like Para gliding, rock climbing, excursions, etc.

Health treatments like hydrotherapy, body massages, excupress etc, stress

release massages, aromatherapy, facials, yoga, etc.

Swimming pools, gymnasium, sauna, Jacuzzi, etc.

Indoor/outdoor games like squash, table tennis, chess, billiards, lawn tennis, etc.

Not all the hotels offer the same above mentioned facilities, they differ according

to their star category, size, location, etc. However as far as cleanliness and quality

of food and service is concerned, every hotel tries it’s best. When it comes to

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hotel health related areas etc. It caters to holiday makers and families providing

them with lots of entertainment, sports and other extra curricular activities,

keeping, there is no hard and fast rule regarding what is correct or wrong because

in a market which ever venture makes the most business would be termed

successful.

OWNERSHIP

a) Independent Hotel :

These hotels are on an ownership basis and are not affiliated or contract

through any other property. The policies, procedures and financial

obligations of these hotels are not connected to another hotel, chain or

organization.

b) Management Contractural Hotel : A type of chain organization that

operates properties owned by individuals or partners. Usually the owner

retains the legal and financial responsibilities and the operator pays the

operating expenses.

c) Chains :- A large centralized operation that controls a number of hotels by

the same policy has a manpower distribution, etc.

Affiliation :- Two or more operations belonging to a corporation, e.g. Hilton

Corp, Holiday Inn, Hyatt, etc.

Multi – Unit Company is usually with a head office and several branch

offices across the country and / or abroad.

Franchisee : A big “Multi A big established company (franchiser) grants a

particular pattern or format for doing business to another entity

(franchisee).
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The franchisee must adhere to the established pattern of business of the

franchiser in all aspects of the operating procedure. This standardization is what

enables franchisee chains to expand while maintaining a consistent quality of

product or service.

Management Contract: A number of properties that are owned by different

owners are operated under a single management company.Under this type of

contract, the owner or developer usually retains the legal and financial

responsibilities for the property. The management company operates the property

and gets a pre-agreed fee from the owner. So the investor and manager for one

Hotel are different entities.

Referral Chains: Usually consists of independent hotels, which have come

together for a common purpose. There is usually a reasonable consistency in the

quality of operating procedure of each hotel within the ‘referral chain’ to satisfy

customer needs. The benefits that each Hotel in the chain may enjoy could be:

Extensive centralized reservation system, provision of centralized purchasing,

expanded advertising through pooled resources etc. e.g. Best Western Group of

Hotels.

3. OTHER CATEGORIES

a) Airport hotels: Located on or near the airport premises. Provides temporary

food and accommodation for layover passengers, crew members, visitors to the

airports etc. Hence all airport hotels are transit hotel but not all transit hotel are

airport hotels.

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b) Residential hotels: Also called apartment hotels. Rooms are sold on a long-

term basis, usually for weeks or months at a stretch to a single client. Amenities

are exclusive and occasionally include kitchen facilities.

c) Semi Residential hotels : Rooms are sold on a long-term basis as well as on

a day-to-day basis. Usually a reduced rate is given to long staying guests.

d) Transit hotels: Provides rooms to those guests how are en route to another

destination and wants to use the facilities only for a short period of time. The

length of stay may be as less as a few hours. They have 24 hours check in and

check out time.

e) Resort hotels: Located near places of scenic beauties or vacation spots like

islands, beaches, hill stations etc. they offer special amenities like spas or health

clubs, sports facilities, adventure tourism, special menus etc. informal atmosphere

and usually business is seasonal.

f) Commercial hotels Situated in the heart of the city in close proximity to the

areas of business with easy access to rail stations and airports. Generally

corporate clients with a short duration of stay. Facilities offered are of highest

standards.

g) Retirement hotels :- Hotel with special facilities to cater to senior citizens for a

prolonged period of stay. Meals and accommodation are provided with special

dietary requirements of elderly clientele. Mild recreational facilities with special

designing of the premises are provided.

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h) Ecotels Hotel The focus is on operational casino. Accommodation and meals

with all first class luxuries are provided.

j) Condominiums Involves ownership of a complex with shared costs for

maintenance. Each owner has full benefit of a unit in the form of an apartment or

a villa and shares the cost common to the whole complex such as taxes, security

and maintenance expenses etc. sometimes with permission of the owner, the

villas may be sub let to realize some returns.

k) Apartotell : It is an apartment building also used as a hotel. Purchase of the

apartment entitles full services of the hotel and during the period that is not

occupied it can be added to the hotel pool for getting additional income.)

l) Time Sharen : Also known as ‘vacation ownership’ hotels. The concept is that

for a set number of days each year and for a stipulated number of years the guest

gets the right to enjoy stay and other facilities in an apartment in a hotel. It is like

an advance purchase of time in a holiday accommodation.

Purchaser has to pay a one time capital sum and then an annual contribution

towards the maintenance of the property.

m) Boutique hotels :- A small but exclusive hotel. Each room is distinctive and

different. A very expensive hotel with personalized service. The variety of services

provided is vast as also the quality is exceptionally high.

n) Heritage hotels- These include hotel facilities that are built in palaces I forts I

castles / havelies / hunting lodges I residences of any size built prior to 1950 and

usually with some historical reference. These hotels have all the regular amenities

of a 5 star deluxe hotel along with specialized ambience reminiscing of a bygone

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period and traditional cuisine. There are concentrated on the princely states of

India.

o) Convention hotels These hotels are usually designed to accommodate large

conventions, both in terms of meeting space (50,000 sq. ft or more) and rooms

(2000 or more). A full range of business facilities, including conferencing, fax

machines, 24 hours Internet service, secretary on hire, language translation etc.

are also available. These hotels are non-existent in India as of now.

RESIDENTIAL HOTELS

A residential hotel mainly caters to long staying guests like foreign students,

businessmen, etc. rent is either paid monthly or on quarterly basis but never by

the day.

A motel is situated on highways and on the perimeters of cities, mainly catering to

motorists and must provide parking facilities and a gas station. Usually offers a

bed and breakfast package and should not be more than two storey.

Boatels is a luxurious hotel away from the mainland like luxury cruise liners, hotels

built in the middle of the sea, etc.

LOTELS -

A lotel is a hotel equipped with a heli-pad for helicopter landings.

ROTELS

A rotel is a hotel on wheels. For example, The Orient Express and The Palace On

Wheels. And caravans of Rotels Tours Germany.

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 FACILITIES OFFERE BY A 5-STAR HOTEL

FRONT DESK
Travel and tour packages Foreign exchange
Honeymoon Packages Communication / business center
Special discounted / festive rates Information
Bell boy / concierge service

FOOD & BEVERAGE

Conference rooms Private parties
Banquet halls Casinos
Speciality Restaurants Coffee shops
Bars Room service
Discotheques

HOUSEKEEPING
Laundry Second service
Shoe shine Turn down service
Pressing Valet service

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23
 UNIFORMED SERVICE

Employees who work in the uniformed service department of the hotel generally

provide the most personalized service. Among the primary positions within the

uniformed service departments are:

• Bell Attendants — persons who provide baggage service between the

lobby area and the guestroom

• Door Attendants — persons who provide curb-side baggage service and

traffic control at the hotel entrance.

• Valet Parking Attendants — persons who provide parking services for

guests automobiles.

• Transportation Personnel — persons who provide transportation services

for guests.

• Concierges — persons who assist guests by making restaurant

reservations, arranging for transportation, and getting tickets for theater,

sporting or other special events and so on.

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 CLASSICAL LAYOUT OF A FRONT OFFICE DEPARTMENT

P.A. to
General
Manager

General
Manager’s
Office

Door

Sliding Door

Information Reception Cash & Bills Main Entrance

GRE DESK LOBBY BELL DESK

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 ATTRIBUTES OF A RONT OFFICE PERSON

1. PROFESSIONAL OUTLOOK

 Punctual

 Positive attitude

 Maturity in judgment

 Professional appearance

 Composed and in control of difficult situations

2. CONGENIAL NATURE

 Ready Smile

 Polite behavior

 Friendly Personality

3. HELPFUL ATTITUDE

 Sensitivity to guest needs

 Possessing a sense of humour

 Quick to respond with intelligence

 Good Listener

 Creative & innovative

4. FLEXIBILITY

 Able to work in shifts

 Open to another person’s pint of view

 Team player attitude

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WORKSHIFTS

Day shift 7 A.M. – 4 .M. General Shift - 9 A.M. – 6 P.M.

Evening shift 2 P.M. – 10 P.M. Broken 4 hours of each shift

With break of atleast
two hours

Flextime – Flexibility to start the shift as per requirements of the job work

compressed work schedule means that the requisite working hours for the week

are completed within lesser number of days and the remaining days can be taken

off.

Job sharing means two part time employees are given the responsibility of

carrying out one job in a stipulated time period.

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HOSPITALITY

FRONT OFFICE

MODULE - 3

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 FUNCTIONS OF FRONT OFFICE

 Sell guest rooms, register guests, and assign guest rooms

 Coordinate guest services.

 Provide information about the hotel, the surrounding environment, and any

 Attractions or events of interest to guests.

 Maintain accurate room status information and room key inventories.

 Maintain guest accounts and monitor credit limits.

 Produce guest account statements and complete proper financial

settlement.

OUTLETS OF FRONT OFFICE DEARTMENT

RECEPTION

RESERVATION

CONCIERGE

BELLDESK

INFORMATION (OPTIONAL)

TELEPHONE / COMMUNICATION

GUEST RELATIONS

CASH

BUSINES CENTRE

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 TRAVEL DESK

KEY AND KEY CONTROL

Different keys are issued to different members of the staff according to their job

and responsibilities. These are very important for the security, of the guest

belongings and hotel property, and keys are issued out at the beginning of a shift,

signed for and returned at the end of the shift. The key issue register is

maintained for this purpose.

All doors of the guest-room in a hotel lock automatically when closed from

outside. This means that the door is double locked. Many hotels have chains

inside the room, for extra security. Various types of keys are:

Room Keys:

There are different keys for each room issued to a guest and it is important that

this key is taken back from the guest when checking out. Normally guest keys

have a heavy tag to discourage the guest from removing them from the hotel.

Sub-Master Key:

These are issued to room attendant / chambermaids and normally open doors of

a section of room. This key does not open double locked doors and hotel’s usually

insist that room attendants / chambermaids wear a key belt around the waist so

that they are not accidentally misplaced.

30
Floor Master Keys:

These are used by floor — supervisors and open the doors for one flow. They do

not open double locked doors.

General Master Key:

This opens the doors of any rooms of any floor but does not open double locked

doors and is carried by Assistant Housekeeper.

Grand Master Keys:

It is carried by the Executive Housekeeper and in her absence by the security

manager or duty manager. It opens all double locked doors and can even open

double locked doors from outside.

Card System

Electronic card system replaces keys and offer more security as each guest is

issued a card with a different program. The card system cuts out the danger of the

room being locked in the case of the key getting misplaced. This type of room-

locking mechanism uses regular door locks and special plastic cards that act as

keys to unlock the doors. The plastic card looks like credit card with holes

punched in them, some have a magnetic strip. The system uses a computer,

which codes the card to lock and unlock doors. If a card is lost or stolen, the

procedure for re-keying is quick and inexpensive.

31
A log can be used to monitor the distribution of master keys. This log should

include the date, time, and the name of the person who signed for a particular

key. Every time the employee receives or returns a master key, he or she should

be required to initial or sign the log. The person issuing the keys should also initial

or sign the log for each master key transaction.

Employees issued keys should keep the keys on their persons all the times. Key

belts, wristbands, or chains are recommended devices for keeping track of master

keys. Room attendants are also responsible for retrieving the guest-room key if

the guest leaves the key in the room. The key should always be returned back

into the custody of the Front Office.

32
 HOTEL XYZ

KEY CONTROL

DATE _________

TIME ___________

1. KEYS OF OCCUPIED ROOM WHICH REMAINED AT RECEIPTION

ROOM NAME BAGGAGE BILLS REMARKS

POSITION AMOUNT

2. VACANT ROOM KEYS NOT AT RECEIPTION DETAILS OF MISSING KEYS

ROOM NAME OF CHECK OUT PAGE BOY RECEIPTIONIST

GUEST RESPONSIBLE ON DUTY AT
DATE TIME
FOR DEPT DE.

3. KEYS WITHOUT TAGES

4. MISSING KEYS B/ F FROM THE PREVIOUS NIGHT

ROOM NO.
MISSING FROM

SIGNATURE OF
NIGHT RECEIPTIONIST

33
 TELEPHONE ETIQUETTE

SERVICE STANDARDS INCOMING-CALLS

1. All telephone calls will be attended before the 3rd ring.

2. Identify the name of the hotel and wish the time of the day.

3. In case of no further immediate response from the calling party, say “May I

Help you,

4. In case the operator is busy in attending other calls, always say “Kindly

hold on” and promptly attend to them thereafter by saying “sorry to keep on

hold” May I help you.

5. The operator will carefully listen to the guest requirements and act

instantly.

6. While connecting the call to the room or to the officers give two short rings

and wait for 5 second for the response. In case there is no response repeat

the procedure.

In case of VIPs, ask the calling party the name and inform the VIP guest

about the same before connecting the call. Should the party accept the call

only then connect the call.

In case there is no response from the guest / officer’s room inquire from the

reception the whereabouts of the guest and connect the call accordingly. In

case the guest / officer is out of the hotel, ask the calling party if he would

like to leave a message. If so, connect him to information desk at Front

Office.

34
OUTGOING CALLS

1. While attending an internal call, wish the time of the day and say, “May I

help you’,.

2. In case’ the calling party wants a local number, note it carefully and confirm

it with the calling party.

3. Connect the number immediately, follow the call and inform the guest that

the desired number is on the line.

4. In case there is no response after trying twice or the number is busy inform

the guest politely and assure him that you will try the number again at the

earliest and when the number is available, put the call through

5. In case the requested number is busy, the operator will say “Your number

is busy kindly bold the line Sir / Madam” and respond to it at the earliest

within two minutes. In case it is not possible to call within two minutes then

say “I will call you back Sir/Madam”

LONG DISTANCE CALLS

1. While booking a long distance call, note down the required information, as

per call booking proforma, carefully and confirm it with the guest.

2. Book the call with P&T at the earliest within 5 minutes.

3. Before putting a long distance call through, bring the calling party on the

line and after confirming the number and other required details put the call

through.

4. In case the number / pp is not available, inform the guest politely and ask

him how his call should be followed up next and act accordingly.

35
5. Long distance call will always be followed up with P&T Department time

and again. It will be ensured that the call matures within the prescribed

norms of the P&T Department.

6. When the long distance call is through, note down the duration of the call

and immediately prepare a bill and send it to the Front Office immediately

not later than 15 minutes.

7. In case there is a trunck call for an extension which is busy with a local call

the operator will say “Sorry for the interruption Sir / Madam, there is a trunk

call for you.”

Status Board:

This is to give information regarding closed dates and open dates. Normally

closed dates are referred to as the dates. For group booking enquiry, one has to

refer to the exact position of the day.

Filing System:

The effectiveness of any filing system is judged by purging papers from the files. It

is very easy to file papers, but it should be equally easy to take out the paper from

the files when required. Filing system will depend on the load factor and space

available.

Movement List

This is the list which details the guests movement in the house for the day. It does

not matter whether you operate on Diary system or any other system, movement

list is prepared in every reservation office every day. This is prepared a day in

advance in the evening hours in large hotels, and in smaller hotels it is prepared

in the early morning hours of the day.

36
 RESERVATIONS

Functions of reservations:

Conducting reservation enquiries

Determining room and rate availability

Creating reservation records

Confirming reservations records

Maintaining reservations records

Producing reservations records

Types of reservations:

Guaranteed Reservations:- This type of reservation ensures that the hotel will

hold a room for the guest for one night following his schedule date of arrival and

the guest, in turn, guarantees to pay for the room, even when he fails to turn up,

unless the reservation is cancelled according to the hotel’s cancellation

procedure.

Methods of guararteeing a reservation:

 Prepayment

 Credit Card

 Advance Deposit

 Travel Agent Vouchers

 Miscellaneous Charge Order

 Bill To Company Letters.

37
2. Non-guaranteed Reservation:- In this type of reservation, the hotel

agrees to hold a room for the guest until a stated reservation cancellation

hour (usually 6 RM.) on the day of arrival. Here, there is no guarantee of

payment for no-shows. If the guest does not arrive by the stipulated hour,

the hotel is free to sell the room.

Modes of reservation:

1. By telephone

2. By telex

3. By facsimile

4. By any kind of electronic media

S. In person

Sources of reservation:

1. Central Reservation Network — a) Affiliated and b) Non-affiliated

2. Inter-sell Agencies

3. Travel Agencies

4. Companies

5. Institutions

6. Government Organizations

7. Non-government Organizations

8. Airlines

9. Global Distribution System

10. Direct

38
TYPES OF GUESTS IN A HOTEL

1. FIT - FREE INDIVIDUAL TRAVELLER

2. FFIT - FREE FOREIGN INDIVIDUAL TRAVELLER

3. GIT - GROUP INCLUSIVE TOUR / TRAVEL

4. CIP - COMMERCIALLY IMPORTANT PERSON

5. CVGR - COMPANY VOLUME GUARANTEED RATE

TYPES OF MEAL PLANS AVAILABLE TO GUESTS

AP - AMERICAN PLAN - ROOM TARIFF + EMT + 2 MAJOR MEALS + 2

MINOR MEALS

MAP - MODERATE MODIFIED AMERICAN PLAN - ROOM TARIFF + EMT + 1

MAJOR MEAL + 1 MINOR MEAL

BP - BERMUDA PLAN — ROOM TARIFF + EMT + AMERICAN BREAKFAST

CP- CONTINENTAL PLAN — ROOM TARIFF + EMT + CONTINENTAL

BREAKFAST

EP - EUROPEAN PLAN — ROOM TARIFF + EMT

AMERICAN BREAKFAST/ CONTINENTAL BREAKFAST

* CHOICE OF JUICES * CHOICE OF JUICES

* CHOICE OF EGGS * CHOICE OF BREAKFAST

ROLLS WITH PRESERVES

* CHOICE OF BREAKFAST ROLLS

WITH PRESERVES AND SPRADS

* TEA / COFFEE / HOT CHOCOLATE * TEA / COFFEE

TYPES OF ROOM RATES

Hotels have developed various room rate categories to attract different markets.

number of potential sales in a market, and other factors. Commonly used room

rate categories are rack rate, corporate rate, commercial rate, military/educational

39
rate, group rate, family rate, American plan, half day rate, and complimentary rate

or company.

a Rack rate it is the highest room rate charged by the hotel and is given to a guest

who does not fall into any particular category, such as walk-in who requests a

room for the night.

b. Corporate rate This is the room rate offered to the business people staying in e

hotel. This category can be broken down into business people who are frequent

guests and guests who are employees of a corporation that has contracted for a

rate that reflects all business from that corporation.

c. Commercial rate These are room rates for business people who represent a

company and have infrequent or sporadic patterns of travel. Collectively this

group can be a major segment of hotel guests and thus warrant a special

program.

d. Military and Educational rate : These are room rates established for military

personnel and educators, because they travel on restricted travel expense

accounts and are price conscious.

e Group rates : These are room rates offered to large groups of people visiting the

hotel for a common reason. The marketing and sales department usually

negotiates this rate with a travel agent or a professional organization.

f. Family rates: Room rate offered to encourage visits by families with children, are

offered during seasonal or promotional times.

40
g. Package rates : Room rate that include goods and services in addition to rental

of a room, are developed by marketing and sales department to lure guests into a

hotel during low sales periods. For example, a bridal suite package any include

complimentary champagne, cheese and cracker basket, flowers and I or a

complimentary breakfast.

h. Day rate : A frequently used rate classification is the half day rate, a room rate

based on length of guest stay in a room, which is applied to guests who use a

room for only three or four hours of a day to rest after sightseeing or shopping or

between air flights.

i. Complimentary rate : A rate for which there is no charge to the guest. The

management of the hotel reserves the right to grant complimentary rooms for

various reasons. Guests who are part of the hotel’s management hierarchy or

personnel group may receive a complimentary room as a fringe benefit.

41
 RESERVATION PROCEDURES

STEP 1.

 The reservation request, which is received through any of the modes of

reservation is noted down on a RR form or RR envelope after checking the wall

charts or CRS chart for the availability status of rooms. The following details must

be taken: -

a) Name of the guest and accompanying persons.

b) Designation, company name and address.

c) Date of arrival

d) Date of departure

e) Mode of arrival and time.

f) Room type and meal plans and packages if any.

g) Mode of payment.

h) Method of guarantee.

i) Special instructions like A/P pick-up, preference of rooms, etc.

j) Name and contact no. of the caller.

STEP 2

The reservation request is then transferred to the Hotel Diary or The Reservations

Diary either manually or in the computer where the information is stored as per

the arrival date of the guest.

STEP 3.

The reservation is automatically updated in the room wall charts i.e. the Density

Chart or Advance Letting Chart and the Room Status Boards.

42
STEP 4.

A confirmation voucher is issued against the reservation request and the

reservation documents along with all correspondence is filed alphabetically and

date-wise and retrieved only the evening prior to the date of arrival.

CANCELLATION I AMMENDMENT PROCEDURES

STEP 1.

On receiving a request for cancellation I amendment, following details must be

recorded:

a) Name of the guest with company name and designation.

b) Date of arrival

c) New date of arrival in case of amendments.

d) Name and contact no. of the caller.

e) Generate and record a cancellation no.

STEP 2.

The changes are recorded in the Hotel Diary.

STEP 3.

The changes are recorded in the Wall Chart and Room Status Board.

STEP 4.

The case of cancellations, a report is generated called the Cancellation Report,.

which summarizes all cancellations on a particular day. The purpose of this report

is to investigate the reason for cancellations and study the trends.

43
 BOOK REGISTER

Date : __________

S. Reser Type of Name No. of Booked Dep. Billed Sig.

No. Card No. Room pax By Date Instructions &
Remarks

Arrival

Departure

44
 GUEST HISTORY CARD

FRONT

NAME GUEST HISTORY

ADDRESS DATE OF BIRTH

NATIONALITY

PASSPORT NO.

PLACE OF ISSUE

NORMALLY BOOKED BY

CONTACT

NORMAL BILLING INSTRUCTIONS

45
HANDLING F.I.T. ARRIVAL AT RECEPTION

ON ARRIVAL

1. Welcome Guest.
2. Ascertain Room Requirement, cross check with the Movement list.

3. Hand over the Guest Registration Card (GRC) along with an open pen to
the guest. Assist the guest in filling up the GRC.
4. While the guest is filling up the GRC, you select a room from the list of

ready rooms, keeping in mind:

a) Guest’s choice, if any.

b) Room is free for the entire duration of guest’s stay i.e. it is not
blocked for any other guest during the period, or it not likely to be
put under maintenance.
c) You are filling the hotel in pattern.

d) Key is available at the Reception along with the proper key tag. e)
And prepare the welcome card.
5. Ensure that you have all the details on the GRC filled in properly. Pay

special attention to the following:

a) Spellings of the Guest’s name.

b) Complete postal address of the guest.

c) Expected date and time of departure.

d) Complete passport details of the foreigners.

e) Details of “Certificate of Registration” from foreigners who have stayed in

India for more than 90 days, and Nationals of Pakistan and China.

f) Guest’s signature.
g) How the guest will settle the bill.

6. In case the guest will settle his bill directly, and it is the case of Scanty

Baggage (SB), then: Request the guest to make “On account” payment or

46
 take the impression of Credit card on the charge slip and guest’s signature,

as the case may be.

7. Hand over the resident card to the guest and request him to sign it. Also

hand over any letter or message etc. of the guest, already received.

8. Announce the Room No., Tariff, and brief location of the Room to the

guest.

9. Introduce guest to the bell boy, having over key to the bell boy, and wish

your guest a pleasant stay.

POST ARRIVAL

1. Sign the GRC

2. Make notification slip and update the Room Rack and Information Rack.

3. Make entry in the alphabetic register.

4. Despatch notification slip to the

a) Telephone Exchange

b) Room Service

c) House Keeping

5. Get the telephone connection released.

6. Tick the guests’ name in the movement list and write down room no.

allotted against guests’ name.

7. Make entry in the arrival register.

8. Open bill folio and note down billing instructions in full oil to it.

9. Update Room position.

10. Make C — Form in case of Foreigners or Non Resident Indian with foreign

citizenship.

47
HANDLING GROUP ARRIVAL AT RECEPTION

PRE ARRIVAL

1. Take out all the documents pertaining to the Group and staple them

together.

2. Check Group room requirement from the voucher or confirmation letter,

and note any special rooming requirement.

Block room in the Room Rack/Room plan and inform House-keeping to

make the room ready before the arrival of the group.

Ensure that keys of all the rooms are available at the reception. Inform the

concerned person to make arrangements for traditional welcome, if any.

Inform Barman to keep the welcome drink ready, if any Take final room

clearance from the house-keeping.

Have 3 copies of naming list ready and make tentative room allocation on

the naming list with pencil.

Have 3 copies of the passport list ready (If available) or ask tour leader for

one with room key.

10. Prepare welcome cards, and put them in the envelopes of each room along

11. Check that amenities to be provided in the room of Group Leader are

placed there.

12. Inform Bell Captain the expected time of arrival.

13. Check for any mail or messages for the group.

14. Reserve a locker for the group leader with the cashier.

15. Pre-register the group.

48
ON ARRIVAL

1. Extend welcome / traditional welcome to the group.

2. Get the welcome drink served in.

3. Hand over the naming list on which rooms have been allotted, to the group
leader for distribution. Make changes if any on all the copies.

4. Hand over the envelopes containing keys and welcome cards, and group
mail to the group leader. Help in the distribution of the envelopes and
briefly explain location of the rooms to the group members.

5. Check the baggage count from the Bell captain and inform the number of
bags to the group leader, for approval.

6. Hand over a copy of the rooming list to the Bell captain for marking the
luggage.

7. Present the pre-registered GRC for the group leader’s signatures. Note

down the number of bags on the GRC.

8. Take the original voucher from the group leader and note down instructions
for the group meals. Preferably have the F & B Manager introduced to the
group leader.

9. Check with the group leader for wake up call and baggage down time.
10. Hand over group leader’s room key envelope and wish a pleasant stay.

POST ARRIVAL

1. Sign the GRC

2. Ensure that the luggage has been sent to the rooms.

3. Prepare group arrival notification and distribute to:

General Manager

Chef

Ex. House Keeper

49
 F & B Manager

Bell Captain

Telephone Exchange

Group Leader

(Performa attached)

4. Make entry in the Arrival Register.

5. Keep one copy of the Group Rooming list in the group file.

6. Update room rack / room plan and Information rack.

7. Make C — Form (In case of foreigners).

8. Note down wake call time in the wake call register.

9. Up date room position.

10. Tick the group name in the movement list and write down group leader’s

room number against group name.

11. Open 2 bills, one for the bill to be raised as per the TA’s voucher and other

for the extra charges to be collected directly. Attach the original and

duplicate voucher and rooming list along with the bill.

12. Make entry by Group name in the alphabetic register.

REGISTRATION OF FOREIGNERS

The Registration of Foreigner’s Act, 1939 Section 3 (E) Rule 14, makes it

obligatory on the part of Hotels / Dak Bungalows / Rest houses to send

information of the Foreigners registered in such places.

In cities like Delhi, Mumbai, Kolkata and Chennai, the Hotels are required to send

the information to the Foreigners Regional Registration Office (FRRO) within 24

hours of the guest’s arrival.

50
In other cities and towns, the information is to be sent within 24 hours of the

guest’s arrival to the office of the Superintendent of Police of the area or town.

The format for sending information is laid down in the act as Form — C. This

information in C — Form is to be sent in duplicate in cases of small cities and

towns, since office of the police superintendent keeps one copy and sends other

copy to the FRRO. The Foreigners Regional Registration Offices are situateó at

Delhi, Mumbai, Kolkata and Chennai for the North, West, East & South.

For Nationals of Nepal and Bhutan, it is not required that a C — Form be

prepared, since these nationals can visit India without a passport.

VISA

Citizens of all (including commonwealth) countries require an appropriate (Entry,

Transit or Tourist) Visa. The Visa must be obtained abroad from an Indian

mission.

Tourist Visa is generally valid for 90 days stay in India, specifying the places

which can be visited, with specific number of entries.

C - FORM FOR F.F.I.T.

At the time of checking in, a Foreigner guest is required to fill in his/her passport

details in the columns provided in the Guest Registration Form of the Hotel. The

receptionist should ensure that the details given by the guest tally with the

passport of the guest. These details are the basis of making C — Form. For every

FFIT, a separate C — Form is to be made.

At the Reception, it is absolutely essential that the receptionist obtains the

passport details of all the guests registered to stay in one room. For example: if a

Foreign couple checks into a Double room, then passport details of both are

required to be noted, unless they have a common passport. It is also important to

51
note that persons of same nationality can be included in one C — Form. If couple

has same nationality then a single C — Form, mentioning both names and

passport details will be sufficient, but in case their nationality is different, then 2

separate C — Forms will have to be prepared.

GROUP C - FORM

The Group leader on arrival at the Hotel provides the passport details of all the

group members and signs the Guest Registration Form on behalf of the Group. If

the group members are of same nationality, then a single C — Form for the entire

group is sufficient along with which the passport list is attached. But in case if the

members are of various nationalities, then separate C — Forms as per the

number of different nationalities shall be required.

Foreign Nationals from Pakistan and China, and a visitor whose Visa is issued for

over 90 days, must obtain his/her Certificate of Registration by getting registered

with the FRRO within 7 days of arrival/extension, and must obtain an exit

endorsement on the Registration certificate from the same office before departure.

For foreigners who stay in India for more than 90 days, Income Tax clearance

certificate is required. This is issued by the Foreign section of Income Tax (ITO).

One has to observe the instructions under the Currency regulations and changing

money to facilitate its issue.

(Declare if you have brought $1000 or more on arrival in the currency declaration

form CDF attested by the custom officer, and obtain receipt whenever you change

money).

52
HOTEL XYZ ARRIVALS

APPRIVALS ON ________

INDIANS ______________

FOREIGNERS _________

Nationality GRC Name Room No. of Rate Arr. Arr Exp. Address Date of Purpose
of the Pax Rs. From Time Dep. proceeding Arrv. In of Visit
guest Date India
A C

53
 No. of Rooms Occupied by

1. Foreigners
2. Indians

Room Occupancy __________________

Room Sale Rs._____________________

Bed Occupancy ____________________

DBLS _____________________ % of DBLS

SGLS ____________________ DBLS Suites

P/PROT
No. of Date & C. Form No. Wallk in Resv by Receptionist Sign
Place of Issue

C FORM

THE REGISTRATION OF FOREIGNERS

RULE – 1939

NO. ______________________

HOTEL ARRIVAL REPORT

1. Name of the Hotel / Guest House / Dak Bungalow / etc _____________________

54
2. Name of Foreign Visitor in Full ____________________________________

(In block letters, Surname first )

3. Nationality _____________________________________________________

4. Number, date & Place of issue of Passport ___________________________

5. Address in India ________________________________________________

(other than tourists)

6. Date of Arrival in India ___________________________________________

7. Arrived from ___________________________________________________

8. Proposed duration of stay in India __________________________________

9. Whether employed in India _______________________________________

10. Number, Date and office of issue of

Certificate of registration, if any ___________________________________

Date _________________________ (For Manager/Visitor)

Signatures

AMENITIES VOUCHER

NO.

GUEST _______________________________ ROOM NO.__________________

ARRIVAL DATE ________________________ TIME _______________________

FLOER ARRANGEMENT : LARGE MEDIUM SMALL

55
FRUIT LARGE MEDIUM SMALL

COOKIES LARGE MEDIUM SMALL

CHOCOLATES PREMIUM STANDARD

OTHER INSTRUCTIONS ____________________________________________

_________________________________________________________________

_________________________________________________________________

DATE _______________ TIME _______________ SIGNATURE __________

HOUSE KEEPING ROOM SERVICE KITCHEN CONTROLS

56
PROCEDURES FOR KEEPING THE BAGGAGE IN THE -

LEFT LUGGAGE ROOM

1. On receipt of baggage to be kept in the luggage room, count the no, of

pieces, fill up a proforma in triplicate and attach one copy to the baggage,

give the second copy to the guest and the third copy is to be retained in the

book.

2. Perishable items will not be accepted. While accepting any baggage it will

be ensured that they are locked and sealed.

3. The baggage will be kept in the luggage room and the slip will be tied. In

case there is more than one piece the same will be covered with a note.

4. Fragile items will be stored carefully.

5. The baggage will be realized from the luggage room after matching the

guest slip with baggage slip.

6. In case the baggage is kept for more than 24 hours, Rs. ( ) per baggage

per day will be charged for which a bill will be raised. Two copies of the bill

will be made. First copy will be given to the guest. This original copy of the

bill along with the money will be taken to the Cashier who would stamp

‘paid’ and sign and receive the cash. Second copy remains as a record

copy. A register providing details is to be maintained.

7. In case the baggage is not claimed within 7 days, the matter will be

reported to the Front Office Manage / Security Manage.

8. No baggage will be taken for storing beyond 15 days.

57
 BAGGAGE SLIP

FRONT

LEFT LUGGAGE ROOM

DATE
ISSUED SUBJECT TO CONDITIONS PRINTED OVERLEAF
RECEIVED THE UNDERMENTIONED LUGGAGE FOR STORAGE FROM
MR/MRS. MISS _________________ ROOM NO.__________________
NO. OF DESCRIPTION OF GOODS

TOTAL NO. OF PIECES (IN WORDS) STORAGE CHARGES (PER DAY)

PROBABLE DATE OF WITHDRAWAL SIGN. OF BELL CAPTAIN

AND TIME

BACK

CONDITIONS

1. The management takes on responsibility for goods damaged by fire,

water, theft, or from other causes.

2. No jewellery, cash, precious stones, and articles will be received for

storage.

3. The owner / owners must sign left luggage register for the purpose of
deposited luggage.

4. Luggage will be handed over only on receipt of original luggage receipt.

5. No. eatable item should be stored.

58
 Departure Procedure for FITs

Step 1-

The request for preparing the bills and bringing down the luggage is received by

Cashier and bell Desk, when the guest informs the reception that he is ready to

check-out. The Bell boy opens the Departure Errand Card and the Cashier checks

the Guests mode of payment.

If the payment is direct, the Cashier cross checks the folio entries with all the

Vouchers in the folio bucket and prepares the final BilL If the payment is indirect,

the cashier checks whether the BTC letter/TA voucher/MCO has been received

and in case of Credit Cards, checks the floor limit and requests authorization

where required before cross checking the vouchers and preparing the final Bill.

(BTC — Bill to company letter)

Step 2-

The Bell boy brings the guests luggage down after making a cursory check in the

room for any damages or any missing hotel property (if any, should be brought to

the immediate notice of LM)

The guest is directed towards the Cash counter for completing the settlement

formalities.

Step 3-

The Bell boy deposits the keys at the reception and takes the sign of the FOA on

the Errand Card. He checks at the information counter for any undespatched

mail/msg/ etc. and takes sign of FOA on the Errand Card and lastly takes the

59
Cashier’s sign an the Errand Card after all billing functions have been completed

at the cash counter.

The EQA updates the room status and intimates Housekeeping and Room

Service of the departure. Entry is made on the departure side of the A & D

register.

Now the Bell boy can load the luggage onto the guest vehicle after noting the

number on the Errand Card.

Deparature Procedure for Groups

Step-1

At a pre-arranged time, all the group members deposit their packed luggage

outside the door of their rooms and gather in the lobby.

The Bell boy assigned to the group check-out stacks all the luggage trolleys and

brings it down in the service elevator. They must also check the rooms for any

damages and missing property. The luggage is stacked behind the Bell desk and

entries are made in the Departure Errand Card.

Step-2

The group leader is presented with the Master Folio which has to be checked and

signed before settlement.

Any incidental expenses of the group members has to be collected.

Reception has to make sure that all the room keys have been returned.

The room status is updated and all departments are intimated of the group

departure.

An entry is made in the departure side of the A & D register.

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Step-3

Luggage is loaded onto the group vehicle and the no. is noted on the Departiie

Errand Card.

REBATES / ALLOWANCE

Before passing any rebates the Front Office Cashier must verify that the same is

duly authorized by the Front Office Manager / Lobby Manager.

In case of any over charge is pointed out by the guest in his bill, the cashier shall

refer the same to the Lobby Manager and if approved by him, the required credit

should be given to the guest by allowance voucher.

Airline employees, hoteliers and travel agents or other persons duly authorized by

the Management are entitled to special concessional room rates for which rebate

shall be passed if approved by Front Office Manager / Lobby Manager. The

rebate for such persons should be got approved in advance the departure of the

guest.

All other miscellaneous charges, vouchers, allowances, miscellaneous credit

vouchers, transfers, sent to them by the City Leader Department are also posted

as and when received by them. The posting of vouchers, checks in no case

should be left pending and done immediately on receipt.

When the guest approaches the cashier for the exchange of foreign currency, the

cashier should fill up the currency exchange voucher giving complete particulars

i.e. name, nationality, room no., passport number, etc., to get the voucher signed

from the guest and then exchange the currency.

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The original voucher is given to the guest for his record, the duplicate shall be

attached with the currency exchanged and turned in to the general cashier while

the third copy remains in the book for record purposes.

ALLOWANCE VOUCHER

NO.

DATE

PLEASE PASS AN ALLOWANCE OF RS. _______ ON ROOM NO. ______________

INCURRED BY MR / MRS / MISS FOR THE FOLLOWING REASONS

EXPLANATION

DEPT. RS. P.

TOTAL

F.O./LOBBY MANAGER CREDIT MANAGER CASHIER ACCTS.ASST.

62
HOSPITALITY

CUSTOMER COMPLAINT

MODULE - 4

63
 What is a complaint ?

It is an expression (written or verbal) of resentment of displeasure.

When do guests complain ?

Mostly it is a series of little incidents that build up to a point where just one more

thing makes the guest snap. These incidents may not be internal (concerned with

the Hotel) or external. Whatever the stimulus / stimuli, the Hotel cannot deny its

responsibility.

Why guests complain

• Quality of the product or service may be acceptable.

• Wrong product or service is offered.

• Choice is unacceptable to the guest or rather limited.

• Timing is wrong.

• Frustration due to a feeling of being ignored or being patronized.

What causes complaints ?

• Where a member of staff has failed in his duty to the guest.

• Where the guest is kept waiting without explanations.

• Where there brews a misunderstanding I miscommunication between the

guest and a member of the staff.

• Where an amenity or facility that has been always provided as a part of the
perquisites to the guest is stopped or interrupted with or without explanation.

• Where the guest feels that he is not getting his value for money.

Guest’s expectation in lodging a complaint

• To be treated courteously.
• To be believed.

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• A satisfactory result.

• To feel that the management of the Hotel values them.

• To believe that the problem will not be repeated.

Complaints are sales opportunities and not negative confrontations

Complaints help to highlight both the good and bad points of the organization.

Handling complaints

• Avoid conflict. Accept and apologize.

• Be polite and patient.

• Let the guest vent his anger completely before interrupting him. Let him

repeat the entire incident verbally that has made him angry, as this may prove

therapeutic and exhaust his frustration.

• Ask probing questions. Try to identify his needs.

• Show sympathy. Display humility. Avoid arrogance.

• If possible invite him to sit down.

• Never try to justify. Give explanations only when the guest is asking for it

and it is relevant to solving the problem.

• Do not pass the buck. Take responsibility.

• Listen carefully. Make written notes if necessary.

• Try to settle the problem on the spot. If not possible, ensure a follow up
action and a feedback to the guest at the earliest.
• At no point of time let the guest take control of the situation. Always use
deft and diplomatic manipulation to ensure that you empathize with the guest.
• Always ensure that a complaining guest is well outside the hearing range of
the other guest.

65
 Benefits derived from complaints

• They highlight guests’ views, expectations and needs.

• They reveal weaknesses and flaws in standards and systems.

• They provide free quality control.

• They highlight priorities.

• They provide free auditing.

• They provide free market research.

• They can be a means of getting capital expenditure approval from the

Company accounts.

• They prevent complacency amongst the staff members.

• They identify training needs.

• They prevent re-occurrence of an event.

• They provide additional opportunity for guest contact.

• They provide extra sales opportunity.

• They help in customer retention, as a happy guest is always a loyal guest.

• They help to develop staff morale and inter departmental communication.
• They can be used to develop strong social skill amongst staff members.
• They provide a board to the senior management to participate in day to day
operations.
• They lead to increased profitability.

Facts about complaints

• For every one person that complaints, there are at least five others who
keep quiet and all these six will tell at least six persons each. So 1 complaint may
mean you lose 36 guests.
• One satisfied guest might bring three new guests.

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• Finding new guests is very difficult and it costs 4 to 5 times more money
than it takes to look after an existing guest.

67
 COMPLAINTS REGISTER

HOTEL XYZ

DATE & ROOM NO. GUEST’S NATURE OF ACTION SIGN.

TIME NAME COMPLAINT TAKEN H.O.D.

68
HOSPITALITY

HOUSEKEEPING

MODULE – 5

69
 ROLE OF HOUSEKEEPING

The housekeeper is the only departmental head who has access to every

department. The only departmental head to maintains regular relation with other

departmental heads and thus obtains an overview of the entire operation. The

house/keeping staffs are the eyes and ears of the management. The guest indeed

forms an instantaneous impression when walks into the lobby of the hotel which is

either enhanced or diminished as he moves from the front office to the elevator

and then down the corridor towards the room i.e. approaching with either mild

anticipation or otherwise.

When the guest enters room however all previous impressions are immediately

supplemented by a virtually total response to the room itself. The rooms are the

heart of the hotel unless the decor is appropriate, the air odor free and the

furnishing spotlessly clean, the hotel has lost the guest and as well a potential

repeat customer forever. The Executive h/keeper and the supervisory team seek

out potential employees and train them properly to get maximum output. The

Executive must be constantly in touch with the new products in market, new cost

saving devices and accessories.

Since no hotel wants to room a guest in an unclean room, the house/keeping

department must provide the front office with the proper information about the

ready rooms in order to meet the anticipated arrivals of the day. The Executive is

involved in the management planning not just on the day to day basis but in terms

of total knowledge of the operation. Housekeeping is that which deals essentially

with cleanliness and all the ancillary services attached to it. Cleanliness is

70
 important for health and also for well being. One can clean by a dirty method but

one has to be taught the clean and the right method.

A guest spends more time in his room than he spends in any other part of the

hotel. So he can check up the cleanliness if he wishes. Therefore everything

should be clean and up to date. The bathroom in particular is the most sensitive

place and a dirty toilet or a basin makes a guest feel revolted. An international

guest is fussier one and wants utmost cleanliness everywhere. The decor and

good order of maintenance of any hotel also plays a large role in creating a

comfortable impression for the guest. Decent room supplies and services like

laundry and dry cleaning services show again that the hotel is considering the

guest’s comfort and wishing to please him. In most hotels the major part of

revenue comes from the rooms. A room empty for one night loses the possible

revenue forever. Cleanliness may be a reason for high or low — occupancy. This

simply shows the importance of cleanliness though lack of furnishing and

modernizing can also be a reason for poor occupancy.

Not only the guest are getting the impression of a hotel from the house/keeping

department through a room, but also the guest who are invited to functions at the

hotel, guest who call on a room guest for a visit. From the cleanliness of the lobby,

restaurant, public area, public area toilets and also from the state of cleanliness of

the staff uniform a guest can judge a lot about the hotel the result of which may be

positive or negative. Trade magazines also do a monthly assessment of hotels,

they mention usually small details:

• How often the rooms are serviced.

• Whether the guest supplies are according to the standard.

• How many specialty restaurant or coffee shop or bar they have.

71
The fulfillment of these criteria gives the hotel its desired category. Thus we can

see the house/keeping is responsible for overall cleanliness of the establishment

and helps the other departments to get more business and earn profit.

Housekeeping being such a large contributor to the profit factor plays a major role

as an individual department and has position of its own.

IMPORTANCE OF HOUSEKEEPING

1. Housekeeping is a department that deals essentially with cleanliness and

all the ancillary services attached to that.

2. Cleanliness is important for health foremost and also for well being. One

cannot feel comfortable in an environment that is not clean and well

ordered.

3. The hygiene of housekeeping is essential. One can clean by dirty methods,

but in our courses we have to stress and demonstrate clean and correct

methods. The hygiene factor must always be present.

4. Housekeeping in a hotel provides the accommodation for the guests. A

guest spends more time alone in the room than he spends alone in any

other part of the hotel, therefore he can check on the standards of

cleanliness of a room and he doesn’t find it clean then he would loose his

confidence in the hotel and change over to another one.

5. The guest linen provided in the room should also be of superior quality and

hygienically cleaned as the guest is going to touch it to his body. Dirty linen

is unforgiving in any hotel. The pillows and the mattress as well should be

checked before letting out the room for the next guest.

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6. Housekeeping provides second service as per the request of the guest.

7. Other services provided are laundry, dry cleaning, pressing, shoe polishing,

valet service, etc.

8. Now days in most hotels, the maximum revenue comes from the sale of

rooms, therefore stress must be paid to proper cleanliness of guest rooms

and all public areas which are in continuous contact with the guests.

9. Cleanliness involves health which is happiness in our life, therefore it’s not

something to be ignored at our homes as well as at our work place.

73
 TYPES OF ROOMS

KNOWLEDGE OF ROOMS

The sale of rooms constitutes approx. 50% or more of the total hotel revenue

earned by a hotel. A ‘sale’ of room would mean the leasing of the room for

occupation for 24 hours at a predetermined cost. A room not sold on a particular

day has lost it’s opportunity to earn revenue for that day. Hence rooms are

referred to as highly perishable commodities. The loss of an opportunity to sell a

room can also be due to inefficiency of housekeeping in having a room ready

when required.

What does a room mean to a guest ?

• It means comfort.

• It means security

• It means privacy

• It means convenience

• It means cleanliness and hygiene

Above all, the room is very personal to a guest. Hence he demands the highest

standards in everything that the room stands for. Rooms at any time may be

occupied (let), vacated (guest has left) or vacant (not occupied last night) and the

amount of cleaning given to each room will vary. All rooms require a comfortable,

clean and presentable appearance and the work to be done in an occupied room

will be enough to maintain this image. In a vacated room all signs of the previous

guest have to be removed and the room made ready for a new arrival. A vacant

room is one that has not been occupied since the last cleaning.

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DIFFERENT TYPES OF ROOMS

SINGLE ROOM

A room meant for single occupancy having one single bed having two side tables.

It is a standard room having a dressing-cum-writing table.

DOUBLE ROOM

A room with one double bed meant for two people but can be sold on single

occupancy. It is a standard room having a dressing-cum-writing table.

TWIN ROOM

A room with two single beds meant for two people having only one bed side table

between the two beds. It has a dressing-cum-writing table.

HOLLYWOOD TWIN

A room with two single beds and one single headboard meant for two people. If

need arises the two beds can be bridged together to make it appear as a double

A parlour set up with a studio bed which acts as a sofa during the day and can be

converted to a bed during the night.

PARLOUR

A parlour is a sitting room or a living room not used as a bedroom. The guest are

allowed to sit and be entertained in the parlour.

INTERCONNECTED ROOM

Two rooms adjacent to each other having an interconnecting door allowing entry

from one room to another, without having to go into the corridor. The

interconnecting doors can be opened when required or locked as per the guest

request.

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SUITE

This is a set of rooms consisting of a parlour connecting one or more bedrooms. It

has more facilities than a standard room and this more expensive. The rates of

this room is much higher because:

a) The size of the rooms are larger, more comforting and has more privacy.

b) It has more facilities like an extra television, a mini fridge, mini bar, etc. c)

Particular decor and colour scheme to suit the theme of the suite.

d) Large and elaborate furniture.

e) It has sitting arrangements separate from the bedding arrangement.

PENTHOUSE SUITE

A suite which has a set of rooms situated on the top most floor of the building has

at least one room open to the sky.

DUPLEX ROOM

A set of rooms not on the same level but it is connected by an internal staircase.

Generally, the parlour is at the lower level and the bedrooms are at the upper

level.

This is a large bedroom with a sitting area provided with chairs and usually a sofa.

There is a dressing table as well as a writing table. Newspapers and other

business related magazines are also provided.

A room that provides some sort of kitchen facilities or a small kitchen etc. & is

found in motels and residential hotels.

Formally a room used for changing purpose was called a cabana. It is a room

away from the main building having all basic facilities, mainly situated next to a

76
swimming pool. The decor would not be too luxurious and attractive therefore the

rate is less.

It is a type of room which has a Murphy bed.

All the above mentioned rooms may be furnished with extra roll-away cots on the

demand of the guest at an extra charge. All rooms normally have attached

bathrooms. Exceptions would be in hostels where common bathrooms per floor

are more economical for the guest and management for the low charges they levy

on rooms.

ORGANISATION CHART OF A HOUSEKEEPING DEPARTMENT

The scope of housekeeping embraces the entire hotel, naturally the largest work

force of the hotel belongs to the housekeeping department. It would be

appropriate at this stage to ascertain as to who comprise housekeeping

department.

ORGANISATION CHART OF A LARGE HOTEL

GENERAL MANAGER

RESIDENTIAL MANAGER

EXECUTIVE / FRONT OFFICE MANAGER

ASSISTANT HOUSEKEEPING / DEPUTY HOUSEKEEPING

FLOOR SUPERVISOR DESK PUBLIC LINEN & UNIFORM HORTICULTURIST

SUPERVISOR AREA ROOM SUPERVISOR
SUPERVISOR
HOUSEMEN ROOM RUNNER PUBLIC AREA CLOAK LINEN TAILORS HEAD
ATTENDANTS ATTENDANT SUPERVISOR ROOM ROOM SEAM- GARDENER/
ATTENDANT ATTENDANT STRESS FLORIST
GARDENER

77
 STANDARD SUPPLIES PROVIDED

GUEST ROOMS SUPPLIES

ON THE BED

Mattress, mattress protector, bed sheets, blanket, bed spread, pillows, pillow

slips, pillow cover.

ON THE BED SIDE TABLE

Telephone, intercom directory, telephone directory, scribbling pad, pen / pencil,

ashtray, flask of water with two glasses, music panel, Bible, Gita and Quoran on

the lower shelf.

ON THE COFFEE TABLE

Daily newspaper, ashtray with match box, periodical hotel magazine.

SOFT FURNISHING IN THE ROOM

Drape / heavy curtains, sheer / lace curtains, Venetian blinds, cushions, carpet on

the floor, sofa covers.

ON THE DRESSING CUM WRITING TABLE

Wall mounted mirror with lamps on either side, writing folder with necessary

stationery like letter heads, envelopes, picture postcards, rules and regulations

card, restaurant cards, air / train timetables, pen I pencil, suggestion folder, candle

with match box, room service menu card.

IN THE DRAWER

Dutch knife, / sewing kit, telephone forms.

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ON THE ENTRANCE DOOR KNOB

DND Card, clean my room card, fire exit map.

IN THE CLOSET / WARDROBE I CUPBOARD

Clothes hangers, laundry bags, valet bags, dry cleaning slips, laundry slips, extra

blanket, collect my laundry card.

OTHER ITEMS IN THE ROOM

Luggage rack, television stand with television, refrigerator / mini bar, waste paper

basket on the floor.

IN THE BATHROOM

Bath tub, grip bar, shower curtain with rod, W. C. / water closet, bidet, wash basin.

ON THE WASH BASIN COUNTER

Wall mounted mirror with lamps on either sides, wall mounted telephone, hand

towels, face towels, soaps, shampoo sachet, emery paper, tissue box, tissue rolls,

gargle glass, shower cap, ashtray, match box.

UNDER THE COUNTER

Waste paper / sanibin

ON THE TOWEL RACK

Bath towels / Turkish towels

BELOW BATH TUB

Bath mat

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 DIFFERENT AMENITIES SUPPLIED FOR DIFFERENT GUESTS

VIP I Head of state, Ministers, High Full bar setup, Large flower

ranking government delegates, arrangement, Large fruit basket,

National and International Chocolates, Bathrobe, Slippers, and

dignitaries, etc. other personal amenities.

VIP II Companies identified as giving high Practical bar, Medium flower

volume business, Top film arrangement, Medium Sized fruit

personalities, Other well known basket, Chocolates, Bathrobe &

personalities from the world, Foreign Slippers and Special Compliments.

visitors and guests of VIP I.

VIP III Decision makers and influential Mineral water, Small flower

trade VIP’s Persons from airlines, arrangement, small fruit basket,

Travel agents, Hotels etc. Bathrobe, and Slipers.

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GUEST ROOM SUPPLIES AND AMENITIES CHART
Guest room supplies and Amenities
Guest Room Guest Room Bath Room Bath Room
Supplies Amenities Supplies Amenities
Pillows Stationary Wash cloths Facial soap
Pillows cases Postcards Hand towels Bath soap or
shower
Sheets Pens Bath towels Gel
Blankets Laundry bags Bath mats Shampoo
Water pitcher Utility bags Shower curtains Moisturizer
and Liners
Clock Packets of coffee or tea, Toilet tissue Shoe mitt or
sugar and powdered showeshine kit
creamer, stir sticks
Radio Chocklets or mints Facial tissue Shoe horn sewing
provided with turndown kit
service*
Glasses Sanitary bags Bubble bath*
Plastic drinking Waste baskets Hair conditioner*
cups
Cofee or tea Toilet seat band Cologne or after
maker
Trays Hair dryer Shave*
Ice buckets Makeup mirror* Razor*
Hangers Bathrobe* Amenities
container
Ashtrays Disposal slippers*
Waste baskets Scale*
Telephone
directories
Stationary folders
Ironing board / iron
(Mattress pad
covers)
Television
program guide
Bibles
Do Not Disturb
signs
Table tent cards
Fire safety

• Denotes upscale or luxury hotel

The above list indicates the range of supplies and amenities typically provided
for guests. Some properties provided only the most basic items, others
pamper guests with amenities that include fresh fruit and flowers.

81
 HOSPITALITY

FOOD & BEVERAGE

MODULE - 6

82
 SECTIONS OF FOOD AND BEVERAGE DEPARTMENT

COFFEE SHOP
It is probably the most competitively priced restaurant in the entire hotel. The

ambience is usually casual. The menu is so designed so as to put emphasis on

fast food and quick service. Alcoholic beverages may be served. Usually

operational round the clock on all days.

SPECIALITY RESTAURANT

A thematically oriented restaurant, where the decor, menu, attire of the personnel,

style of service is tuned to a particular theme that may be rational, cultural,

religious or other assorted themes. Expensively priced and operational for lunch

and dinner services only. Alcoholic beverages may be served.

BAR

A licensed operation specializing in the service of various alcoholic beverages

along with assorted non-alcoholic beverages and snacks or finger foods.

Operational only during permitted hours during the day, according to government

regulations. Generally has a formal ambience.

PUB
A licensed operation specializing in the service of various types of beers.

Sometimes a limited choice of other alcoholic beverages may also be served

along with assorted snacks or finger foods. Operational only during permitted

hours during the day, according to government regulations. Generally has an

informal ambience.

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DISCOTHEQUE
A licensed operation that has provision for elaborate food and beverages service

(both alcoholic and non alcoholic). There is a dance floor which may be used by

the guests for dancing but where usually various types of floorshows are

organized. Music is usually live, catered by a band on the floor. Ambience is

formal. Entry may be restricted by membership.

SELF - HELP KIOSK

This is a self-help vending machine usually dispensing pre-packaged items of

food and beverages, meant for the guests who are on the move. Only

convenience foods may be served and although may be operational round the

clock, the scope of service is rather limited.

MINIBAR
This is a guest room provision in the form of a mini refrigerator. It usually stacks

miniature bottles of alcoholic and non-alcoholic beverages with an assorted

collection of ready to eat food items that the guest may consume at his discretion.

The guest is charged later according to the items consumed. The minibar is

restocked on a daily basis.

ROOM SERVICE
This is the service of items of food and beverages to the guest room, by a waiter.

The guest may place an order over the telephone, which is noted by the room

service order taker and later served to the guest room.

BANQUET
This is a pre-booked catered event. The guest has to previously decide on a
banquet venue within the hotel premises or outside, decide on the menu, prices,
guranteed pax etc. a function prospectus is drawn up by the department and the
entire function is organized as per the host’s request. Guests may participate in
the function only by invitation from the host, who is responsible for footing the
entire bill.

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HIERARCHY OF THE FOOD & BEVERAGE SERVICE DEPARTMENT

GENERAL MANAGER

RESIDENT MANAGER (OPTIONAL)

FOOD & BEVERAGE MANER

ASSISTANT F&B MANAGER

MAITRE d’HOTEL / SENIOR CAPTAIN

CAPTAIN(S) ………….. HOSTESS

WAITER (S) / STEWARD (S)

BUSSBOYS

TRAINEES

85
 FRENCH CLASSICAL MENU

A classical French menu comprises of the following 12 courses in sequence.

French English

1. Hors d’oeuvres Appetizer

2. Potage Soup

3. Poisson Fish

4. Entrée Entry of meat course

5. Releve Main Course

6. Sorbet Sorbet or rest course

7. Roti Roast

8. Legumes Vegetable

9. Entremet Sweet Course

10. Fromage Cheese

11. Dessert Fruits & Nuts

12. Café (Beverages) Coffee

HORDS D’OEUVRE : The dishes served in this course are tangy, salty, sour or

spicy in nature so that they may encourage salivation and promote the production

of various digestive juices, thereby stimulating the appetite.

A. A Caviar (Cavier) : It is the roe (egg) of Sturgeon fish, usually found in the

Caspian Sea. The fresh roe is sieved to clear it of the skin and fat and then salted

and packed. The best quality caviar is “Beluga’ It is of light grain and a very light

shade of shiny black. The accompaniments of caviar are :

• Hot Toast and butter

• Blinis (small Russian pancakes)

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 • Chopped parsley and shallots

• Cayenne pepper and pepper mill

• Sieved yolk & white of hard boiled eggs

B. Pate de foie grass (Goose liver paste) : This delicacy is obtained from
the liver of specially fed & fattened geese.

 Hot toast & butter

 Truffles served in the original container on a bed of crushed ice.

C. Smoked Salmon (Saumon fume) : It is a famous Scottish delicacy. Salmon

is a fresh water fish with a light pink colored flesh. For smoking the fillets

are cut paper thin.

 Brown bread & butter

 Lemon wedge

 Cayenne pepper & pepper mill

The general hors d’oeuvres are plenty and varied. Some common ones are :

A. Grapefruit Cocktail (Coquetel de Pamplemousse) : It is served in a coupe

on an under liner with a grapefruit spoon or a teaspoon. Castro sugar is given as

an accompaniment.

The most common juices are orange, pineapple, grape, grapefruit, mango etc.

Pony tumbler (capacity 5 ounce) on a saucer. Usually no accompaniments are

given, but sometimes castor sugar & teaspoon may be provided.

C. Tomato Juice (Juice de Tomate) : The juice is served chilled with a wedge of

lemon the edge of the pony tumbler. A teaspoon is given for stiming.

Accompaniment is Worcestershire sauce in the bottle at the head of cover.

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D. Chilled Melon (Melon Frappé) : The accompaniments are ground ginger and

castor sugar. Cover is dessert spoon and dessert fork with cold fish plate. If melon

is cut into cubes or if Chartreuse melong is served, teaspoon is given.

POTAGE : Potage or soup is the extract of meat, fish, vegetables or poultry in

stock or water, which sometimes has the pieces of solids floating in them. Soups

may be considered as complete meal, because they are hearty, nourishing,

economical and wholesome.

A. Consomme : It is clear amber colored transparent soup prepared by

clarifying beef, poultry, mutton or chicken stock and flavoured with bouquet

gami & mirepoix.

> Consomme Celestine : garnished with strips of pancake.

> Consomme Julienne : Juliennes of root vegetables.

Consomme Carmen : Tomato & capsicum juliennes, boiled rice.

> Consomme Royale : Small cubes of savoury egg custard.

> Consome Dubary: Rowerets of Cauliflower

B. Crème: These are thick passed soup finished with cream. Examples are :-

 Crème de Asperges : Blanched asparagus cooked with béchamel

sauce & finished with cream.

 Crème de Crecy : Carrot soup cooked with béchamel sauce &

finished with cream.

 Crème de Volaille : Chicken stock cooked with roux, garnished with

sma cubes of chicken & finished with cream.

 Crème Longchamp : Puree of fresh green peas garnished with

vermicelli, shredded sorrel & chervil, finished with cream.

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 c. Chowder: These soups originated in USA. They are thick heavy soups

thickened with potato starch & heavily flavoured with seafood & contain

pieces of seafood & vegetables.

 Manhattan Clam Chowder : Made from diced salted pork, onions,

potatoes, tomatoes, celery, green pepper & clams. Finished with thyme, parsley &

butter.

 Seafood Chowder: Made from diced salted pork, onions, potatoes,

tomatoes, celery, green pepper & seafood. Finished with thyme, parsley & butter.

D. Bisque: Soup prepared from shellfish and thickened with a liaison of egg yolk

and cream. Example is Bisque d’homard or lobster bisque. It is made with

fish stock, lobster meat & fish veloute and flavored with root vegetables

and tomato puree; finished with a liaison of egg yolk and cream.

E. Broth: It is an unpassed soup. Ti has the brunoise of various kinds of

vegetables cooked in chicken or game stock, with the addition of cereals

(barley, rice etc.) and garnished with meat or poultry according to the type

of broth. The type of stock used is indicated in the name of the broth.

Examples are Scotch broth, Chicken broth etc.

F. International Soups:

 Minestrone : Italian soup made of minced vegetables and pasta in

chicken stock flavored with tomato, garlic & onion.

 Turtle Soup : An English consommé, made of beef, chicken and

turtle, flavoured with herbs and thickened with arrowroot.

 French Onion Soup : Consomme garnished with fried onions served

with gratinated Melba toast.

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  Cock-A-Leekie : it is a soup from Scotland made from veal &

chicken stock garnished with juliennes of leek, prune & chicken.

 Mulligatawany : Srilankan soup with broiled Indian spice mixture

cooked in water or stock with tomato, onion & served with boiled

rice, dices of boiled mutton & lemon wedges.

 Bortsch : Duck flavoured consommé from Russia & Poland, strongly

flavoured with herbs and beetroot juice. Garnished with juliennes of

vegetables a cubes of beef and duck. Accompaniments are warm

beetroot juice, bouchees stuffed with duck meat and sour cream.

 Hongroise : Hungarian consommé made of dices of beef seasoned

with paprika and garnished with dices of potato, pinch of fennel,

crushed garlic & fried croutons.

 Biere A German veloute with beer, pepper & cinnamon. Garnished

with toast.

 Gazpacho : A cold vegetable soup from Spain made of cucumber,

tomato, capsicum & garnished with dices of the same.

 Olla Podrida : Thick soup from Spain made of black beans.

 Madras Soup : Indian soup tempered with Indian spices and curry

leaves.

G. Convenience Soups: These are a wide variety of soups available in ready

to prepare or ready to eat form. They may be canned, frozen or in powder

form.

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FARINEAUX : This course is absent in a Classical 12-course menu. The dishes

served here various preparations of pasta and rice. They may also be served as

accompaniments to the main course. Usually a deep soup plate is given, but half

plate may also be used with a small fork and dessertspoon. If spaghetti & ravioli

dishes are served, then the spoon is placed on the left & the fork on the right of

the cover. Examples are :-

 Spaghetti Napolitaine : Spaghetti cooked in a herb-tomato sauce.

 Spaghetti Bolognaine Spaghetti cooked in brown sauce with minced beef.

 POISSION Fish is a very good source of nutrients.

 Homard Thermidor: Lobster poached and dressed with Mornay sauce,

sprinkled with cheese and gratinated in salamander.

 Amritasri Macchhi : Deep-fried fish, with a marination of ajwain, lemon

uice, giner-garlic paste & green chilies.

 ENTREE The word literally means ‘entrance Usually it is considered as the

entrance of the meat course. Entrees are small well-garnished meat dishes

that come from the kitchen ready for service. A rich sauce often

accompanies them.

 Scotch egg : Hard boiled eggs covered with a layer of minced meat & deep

fried.

 Sausages and Offals (kidney, liver, brain etc.)

 Chicken Satay : Oriental preparation of small boneless pieces of chicken

cooked in a skewer served with hot peanut sauce.

RELEVE: This may also be called the ‘piece de resistance’ or the ‘main course

They are larger than entrees and usually are large joints of meat or

poultry that have to be carved on the table.

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  Poulet Saute Chasseur : Sauteed Chicken with white wine, tomato

concasse, demi-glaze, mushrooms and shallots.

 Chicken Maryland : Chicken breast dipped in egg, rolled in

breadcrumbs and shallow fried. Accompaniments are banana

fritters, grilled tomatoes, grilled bacon rashers, potato croquette and

sweet corn pancakes.

 Poulet A La Kiev: Chicken breast stuffed with herb butter, dipped in

egg, rolled in crumbs and deep-fried. Served with garlic butter &

tomato sauce.

 Lancashire Hot Pot : White stew made from boneless mutton.

Served in the same dish in which cooking is done.

 Beef Stroganoff : Beef stew with pimentos, celery, mushrooms and

onions served on a bed of steamed rice.

SORBET Because of the length of the French classical menu, this course is

considered to be the ‘rest’ between courses, when the diners may take a much-

needed break from eating and relax.

 Sorbet A La Sicilienne : Iced water with melon pulp flavoured with

champagne, served chilled in a parfait glass with a parfait spoon.

 Granit : It is fresh pineapple or strawberry juice with sweetened whipped

cream.

 Sorbet A La Americaine : Lemon or grape juice flavoured with champagne,

served chilled in a stemmed glass.

ROTI : This course consists of roasted game birds or poultry.

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ENTREMET : Entremet is the sweet course. Hot and cold sweet dishes are

served. Menu examples are :

 Indian Sweets Rosogolla, Phimi, Gajar ka Halwa, Kheer, Jalebi etc.

 Apple Strudel : Thinly rolled out pastry filled with cooked apples flavored

with cinnamon.

 Crème Caramel : Egg Custard with caramelized sugar on top.

 Fruit Savarin : Fermented yeast cake topped with custard sauce and

baked.

 Baked Alaska : Layers of sponge cake with ice-cream, fruits etc., topped

with meringue and flambéed.

 Black Forest Gateaux: Chocolate sponge cake fingers in layers, covered

with cherries and fresh cream.

 Fried Ice cream Scoops of very hard ice-cream, wrapped in corn flour and

deep fried.

SAVOURY A savoury is a small portion of toast with toppings, savoury souffles or

tiny tidbits of meat, fish, poultry, cheese etc. the cover is a half plate, a small knife

& fork. Sometimes a finger bowl may also be provided. Menu examples are :-

 Welsh rarebit: Grated cheddar cheese mixed with beer and seasonings &

then bound with a liaison of eggs & cream. Then it is spread on a toast &

gratinated.

 Angels on Horseback : Poached oysters wrapped in streaky bacon and

grilled.

 Devils on Horseback : Stoned prunes rolled in streaky bacon and grilled.

93
  Quiche Lorraine : Short crust pastry filled with cubes of bacon and cheese,

covered with egg custard and baked.

 Canape : These are small open sandwiches with any combination of dainty

toppings. Canapes may be served both hot and cold.

FROMAGE :-

All types of cheeses (soft, fresh, semi-hard, blue-vein etc.) are served from a

cheese board or a cheese trolley.

 Stilton : Classic English cheese made from cow’s milk and has blue veins.

Usually had with Port wine.

 Gorgonzola : Classic Italian Cheese, which is soft and sharp, flavored. It

has got greenish veins.

 Leicester : Hard English russet coloured cheese with a crumbly texture.

 Pecorino : Hard Italian cheese made from sheep’s milk.

 Provolone : Smoked cheese made in USA, Australia & Italy. Made from

both cow’s and buffalo’s milk.

 Brie : French soft cheese made from cow’s milk since the 8th century.

 Danish Blue : One of the most famous blue cheeses made from cow’s milk.

Originates from Denmark.

 Camembert: Cream cheese from France, yellow in colour with a soft rind.

 Edam : Hard Dutch cheese with a yellow or white rind and waxy texture.

 Gouda : Hard Dutch cheese with a yellow or red rind, flat in shape with

rounded edges.

 Gruyere : Mainly from Switzerland (also can be made in France). It has

pea- sized holes and a smooth relatively hard texture.

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DESSERT: This course means fresh and dry fruits and nuts.

 Soft Fruits : banana, papaya, grape etc.

 Hard Fruits : mango, pear, apple etc.

 Dry Fruits : walnut, cashew nut, almond, pistachio etc.

 Citrus Fruits : grapefruit, orange, sweet lime etc.

 CAFÉ : Coffee is served in a demitasse with a coffee spoon. Coffee may

be served with or without milk. Some examples of coffee are

 Café Noir: Black coffee.

 Espresso : Black Italian coffee with brown sugar, infused with hot steam to

form a frothy head.

 Cappuccino : Same as espresso, but with milk and garnished with

cinnamon powder.

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 BREAKFAST

(PETIT DEJEUNER)

The word ‘breakfast’ means to break the fast after a long time. It is the first after a

kng time. It is the first meal in the morning after fasting through the night before

since dinner. Traditionally it is accepted as the most important meal of the day.

The different types of breakfast are as follows;

1, Continental Breakfast : This type of breakfast may also be called “café

complet” or “the compIet’ It is the traditional European breakfast. It comprises the

following courses

 Choice of Fruit Juice The juice may be fresh or canned. Pineapple juice,

orange juice, sweet lime juice, grapefruit juice, tomato juice etc. are more

commonly served.

 Assorted bread basket White or brown bread toasts, French loaf bread

rolls, croissant, brioche, muffins, waffles, doughnuts, Danish pastry etc.,

served with preserves like jam, jelly, honey, syrup, butter or marnalade.

 Tea / Coffee : The breakfast is rounded off with either tea or coffee. If tea is

served, it is known as the complet & if coffee is served is called café

complet.

2. Café Simple or The Simple : This breakfast consists of only tea or coffee.

Thus tea cup with saucer, tea spoon, milk pot, strainer (optional), tea / coffee pot

are provided.

3. American Breakfast: The courses are as follows :

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  Choice of Fruit Juice: The juice may be fresh or canned. Pineapple juice,

range juice, sweet lime juice, grapefruit juice, tomato juice etc. are more

commonly served.

 Cereals: Choice of comfiakes / rice flakes / wheat flakes, oatmeal, porridge,

rice crispies etc, served with or cold milk.

 Eggs to order: Scrambled / poached/boiled (full or minutes) / omelets plain

or stuffing or their choice etc. served with fried bacon, ham or sausages as

per guest’s order, grilled tomatoes and hash brown potatoes.

 Assorted Bread Basket: White or brown bread toasts, French loaf, bread

rolls, croissant, brioche, muffins, waffles, doughnuts, Danish pastry etc,

served with preserves like jam, jelly, honey, syrup, butter or marmalade.

 Beverages :Tea or coffee served with or without milk/cream. Also

Bournvita, Horlicks, Hot Chocolate etc. may be served.

4. Indian Breakfast : In this type of breakfast a choice of Indian dishes are

served along with tea / coffee / lassi etc. The dishes that are usually served

are as follows

 Pun or kachori with potato bhaji and pickles.

 Stuffed or plain paratha with plain dahi or pickles or aloo ke sabzi.

 Idli / Dosa / Appam I Uttapam served with chutney and sambhar.

 Upma with sambar and coconut chutney.

 Poha

5. English Breakfast:It is a very elaborate meal comprising the following courses:

97
 Choice of Fruit Juice: The juice may be fresh or canned. Pineapple juice,

orange juice, sweet lime juice, grapefruit juice, tomato juice etc. are more

commonly served in a pony tumbler.

 Choice of stewed fruits :Apple prune, fig, pear etc, are cut into bite sized

pieces and stewed in syrup. The cover is a fruit cocktail bowl with under

liner and teaspoon. Fresh fruits may also be served in half plates with

dessert fork & dessert spoon.

 Cereals: Choice of cornflakes / rice flakes / wheat flakes, oatmeal,

porridge, rice crispies etc. served with hot or cold milk. Cereal bowl with

under liner & dessert spoon is provided.

 Fish: Grilled or fried herring, salmon, sardines or fish cares etc. are served

on hot fish plate with fish fork and fish knife.

 Eggs to order: Scrambled/poached/boiled/omelets etc. served with fried

bacon, ham or sausages as per guest’s order. Warm half plate with dessert

fork and small knife are given.

 Meat: Grilled, sautéed or fried bacon, ham, sausages, salami, kidney, liver

etc. are served on half plates with dessert fork and small knife.

 Assorted bread basket: White or brown bread toasts, French loaf, bread

rolls, croissant, brioche, muffins, waffles, doughnuts, Danish pastry etc,

served with preserves like jam, jelly, honey, syrup, butter or marmalade.

Choice of Fresh Fruits: Fresh fruits like melon, ripe papaya, mango,

banana etc. may be served in half plates with dessert fork & dessert spoon.

 Beverages: Tea or coffee served either in a tea cup or a demi-tasse with or

without milk/cream. Also Bournvita, Horlicks etc. may be served.

98
NON - ALCOHOLIC BEVERAGES

A non alcoholic beverage may be defined as a potable beverage that may satisfy

any or all of the following criterion/a :

Refreshing

Thirst quenching

Appetite enhancing

Nourishing

Stimulating

Followings are the few most famous non-alcoholic beverages in the world.

1. TEA

Tea is one of the most popular beverages around the world. The premium

tea producing countries around the world are India, Sri Lanka, China, Bangladesh

& Kenya. Tea is produced by fermenting, drying and cutting the leaves of a

perennial ant called ‘Camellia Sinesis

Green tea and Oolong tea are both unfermented tea that retain their tannin

content completely and hence, are believed to have anti-oxidant properties. The

quantity and type of tannin decides the taste and flavour of tea.

Tea may be served both hot and cold.

Ice tea (tea liquor with sugar) is served in a tall glass on crushed ice with

fresh ‘mint springs and lemon wedges. It is very refreshing as an afternoon drink.

Hot tea may be served with or without milk. If served without milk, the tea

may be accompanied with wedges of lime or lemon. A typical hot tea service

includes the following :

99
  Teapot for liquor

 Creamer for milk / saucer with lemon wedges.

 Sugar tongs for sugar cubes or castor sugar sachets.

 Teacup, saucer and teaspoon.

 Strainer and basin in case of leaf tea.

2. COFFEE

The coffee seed is grown in a number of tropical and sub-tropical countries

like India, Turkey, Central America etc. the most famous coffee seeds are :

Robusta and rabjca.

The taste and flavour of the coffee is determined by the degree of roasint of

seeds. Coffee contains caffeine, which is a natural stimulant. The various

methods

of preparing a coffee brew are as follows :-

 Teapot for liquor.

 Creamer for milk / saucer with lemon wedges.

 Sugar tongs for sugar cubes or castor sugar sachets.

 Teacup, saucer and teaspoon.

 Strainer and basin in case of leaf tea.

2. COFFEE BREW

The coffee seed is grown in a number of tropical and sub-tropical countries

like India, Central America etc. the most famous coffee seeds are: Robusta nd

Arabica.

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 The taste and flavour of the coffee is determined by the degree of roasting

of the seeds. Coffee contains caffeine, which is a natural stimulant. The various

methods & preparing a coffee brew are as follows :

 Filter / Drip : fine to medium ground

 Espresso : Very Fine ground.

 4 Jug : Coarse ground

 Vacuum Infusion : Fine ground

 Percolator : Medium ground

 Instant : very fine ground.

Espresso : A machine made coffee with a frothy head. Served black in a

demitasse. Steam is passed at a very high-pressure through the coffee grounds in

the machine. The steam extracts the entire aroma and taste from the coffee

grounds and gets collected in the cup.

Cappuccino: Ispresso coffee with milk or cream served in a tea cup,

garnished .‘with a sprinkling of cocoa powder or cinnamon powder.

Austrian Coffee : Coffee beans roasted with figs, mixed with boiling water and

served black.

Hawaar Coffee : Back coffee sweetened with pineapple juice.

Turksh Coffee : Very bitter coffee, where the coffee grains are brewed with very

little water in a copper pan. A few grains of potassium permanganate are added

for a reddish color.

Cafe Au Lalit : Coffee with milk.

Café Au Glace : :Coffee Coffee with Ice cream.

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Café Flamble : A liquor coffee in which a spirit is poured over the coffee and then

ignited.

Café Noir : Black coffee without milk or cream.

3. COCOA

The best cocoa is produced in Ghana.

Cocoa or drinking chocolate is best drunk hot with warm milk and sugar.

4 AERATED WATER

These beverages are charged with carbon dioxide.

The most common aerated waters are

Soda Water Colourless, tasteless and flavourless

Tonic water : Colourless but mildly spiked with quinine extract.

5. MINERAL WATER

Mineral water and bottled drinking water are two different things. While mineral

water may be natural spring water or water with highly controlled and measured

quantities of beneficial mineral content in it, bottled water is just safe drinking

water hygienically packaged.

Some famous mineral waters from around the world are :-

 Perrier (sparking) France

 Vichy Celestine (sparking) France

 Appolianaris : Germany

 Ganga : India

 Evian : France

 Malvern : England

 SQIJASH

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Squashes are fruit pulp / juices mixed with sugar. They may be artificially coloured

or flavoured. They are diluted with ice water or soda and had.

103
SYRUP

Syrups may or may not contain natural juice or pulp concentrate. They are

artificially sweetened, viscous and regularly used in making mocktails and

cocktails. Due to their sweetness, they need to be used moderately.

Some syrups are :

 Grenadine : Pomegranate

 Cassis : Black Currant

 Citronelle : Lemon

 Orgeat : Almond

 Gommes : Sugar

 Cerise : Cherry

 Frambois : Strawberry

ALCOHOLIC BEVERAGES

FERMENTED DISTILLED

1. WINE 1. RUM

2. BEER 2. BRANDY

3. WHISKY

4. GIN

5. VODKA

6. TEQUILA

7. APPERITIFS

8. BITTER

9. LIQUEUR

104
 ALCOHOLIC BEVERAGES (SPIRITS)

An alcoholic beverage may be defined as a potable beverage containing at least

5% alcohol by volume.

SPIRITS

Au spirits are produced by the process of distillation.

A mash is first produced by grinding a variety of vegetables, fruits etc. and then

mixing it with water and then fermenting it. This sour mash is then distilled either

in me Patent Still or in the Pot Still, thereby producing pure spirit. This is then

diluted to the desired strength (usually not more than 50% by volume) by the

addition of hater and sold in the market as a potable spirit.

RUM

Rum is made from the distillation of sugarcane juice or from the by — products of

sugar cane juice.

It is successfully produced around the world, especially in sugarcane producing

countries such as, India, Jamaica, and Trinidad etc.

Rum may be both dark and white, depending on the style of ageing. Both varieties

f rum may be drunk as a straight drink mixed with soda water or cola. Rum is also

successfully made into a variety of cocktails.

Following are the brands of a few famous brands of rum :

A. Christian Brothers
B. Bacardi
C. Bacardi Reserva
D. Malibu
E. Mc Dowells

105
BRANDY
The word ‘brandy’ was coined from the Dutch word “bruntwein” meaning burnt‘

wine. This is probably because the first brandy was made by distilling grape wine.

randy may also be made from the distillation of a variety of fruit juices, namely

Mirabelle : Made from golden Mirabelle plums.

Kirsch : Made from red maraschino cherries.

Calvados : Made from ripe apples in France

Slivovitz : Made from plums

Cognac is a brandy from the Cognac district of France. It is perhaps the best

quality brandy produced in the world.

Cognac is a typical after dinner drink, best drunk with a little warm water in a

snifter :ass. The temperature of the water helps release the complex bouquet of

the spirit. Cognac may be accompanied with a demitasse of coffee or a drag of

good quality Havana cigar.

Following are the brands of a few famous Cognacs:

A. Courvoisier.
B. Remy Martin
C Bisquit
D Hennessey
E. Martell

WHISKY
Barley which is fermented and brewed. Then it is then distilled and is made from

art. And malt is made from blended and matured and made into whisky.

Sometimes along with barley a number of other cereals like oats, rice, wheat,

maize etc. also be used. Although whisky is produced around the world, the most

famous whisky producing countries are : Scotland, Ireland and United States of

America.

106
Irish Whiskey is also produced by distilling malted barley thrice.

The delicate bouquet may be due to the triple distillation process or the extra long

maturation that the whisky gets in both fresh and charred oak wood casks.

Following are the brands of a few famous Irish whiskies

1. Old Crow

2. Jameson

3. Bushmills

American Whisky may be divided into 4 types, namely : Rye, Tennessee, Corn

and urban.

I terms of quality. Bourbon Whisky is undoubtedly the best. It is made from a

rnash containing a minimum of 51% corn.

Following are the brands of a few famous Bourbon Whiskies :

1. Jack Daniels

2. Old Granddad

Examples of Scotch Whiskies are :- Royal Salute, Chivas Regal, Glen Spey,

Black and ,‘White, Johny Walker, Blue Label & Dimple.

VODKA

The word ‘Vodka’ comes from the Russian word ‘voda’ meaning water. Vodka is a

highly rectified pure spirit produced by the process of patent still distillation from

starcy vegetables and grains. It is purified by passing it through columns of

activated charcoal, which virtually removes all bouquet and body from the spirit.

Thus vodka is called a neutral spirit.

107
Vodka is best drunk straight on ice as an aperitif. It may also be made into

excellent cocktails.

Following are the brands of a few famous vodkas :-

A. Romanov

B. Smirnoff

C. Volga

D. White Mischief

E. Absolute Finlandia

Some vodkas may be artificially flavoured with a number of botanical extracts, like

Depper, honey, coriander, lemon cranberry etc.

GIN

Gin is a patent Still spirit produced mainly from maize or rye. It is usually flavoured

with a number of bolanical extracts e.g. junipert berry, lemon and coriander seed

etc.

Gin may be drunk with ice and soda and with a hint of lime or with lime cordial or

any juices to be made into cocktails.

Following are the brands of a few famous gins :-

1. Beefeaters

2. London Dry

3. Gordons

4. Seagrams

5. Booths

108
TEQUILA

It s a Mexican spirit made from the heart or pith of a cactus plant called ‘blue

agave’. Tequilla is best drunk neat from a shot glass with a lick of salt and a fresh

squeeze of lemon to cut its potency. It may also be made into cocktails.

JQUEUR5

Liqueurs are sweetened and flavoured spirits. They are usually drunk straight on

Ice on a shot glass as after dinner drinks or mixed with spirits and made into

cocktails. They are usually very colourful.

Following are the brands of a few famous liquers:

1. Benedictine - Flavour herb

2. Chartreuse - Flavour Orange

3. Cointreau - Flavour Orange

4. Curacao - Flavour Orange

5. Kummel - Flavour Aniseed

6. Crème de menthe - Flavour Mint

7. Tia Maria - Flavour Coffee

8. Kahlua - Flavour Creamy Coffee and Cocoa

9. Drambuie - Flavour Chocolatty Coffee

10. Crème de Cacao. - Flavour Chocolates

109
 TOBACCO

Tobacco is a biological product, the leaf of the plant N. Tabacum. The leaf

contains - 3% of the alkaloid ‘nicotine’ which has a narcotic effect on the human

body system. when chewed, smoked or snuffed.

The leaf is harvested and dried in controlled temperature and after that processes

into various tobacco product, suitable for consumption.

CIGARS

The following are parts of a cigar:

Filler : Crushed tobacco leaves that form the ceer.

Binder : Small tobacco leaves bound around the cigar.

Wrapper : Soft and elastic tobacco leaves, really big, to give a smooth finish to the
gar.

Cigars are best stored in cedar wood humidors. The end should be cut before

smoking. Ideally petrol / gas lighters should not be used to light cigars, as the

petrol fumes may spoil the natural aroma of the cigars. A good quality cigar

should have a able wrapper without any spots on it and when lit, the ash should

be firm and Dark grayish.

Following are famous brand of cigars :

1. Robert Burns (USA)

2. Remeo Y Juliet (Havana)

3. Diplomat Delux (Jamaica)

4. Ducados (Denmark)

5. Bengal Tiger (India)

110
CIGARTES

These have long thread like shredded tobacco leaves, prepared by using

machines. The tobacco is wrapped with a special paper. The end is attached to a

compacted filter made from cellulose fibres.

Followings are famous brand of cigarettes.

1. Camel (USA)

2. Pa Ilmall (USA)

3. 555 (UK)

4. Benson and Hedges (UK)

5. India Kings (India)

111
 BANQUET OPERATING STANDARDS

( General Operating Standards )

 Banquet Office will function from 9.30 a.m. to 7.00 p.m. every day for

booking parties and making other arrangements. The day of the party, the

Banquet Department will function till after the party ends.

 The party room will be made ready at least one hour before the

commencement of the party.

 The Banquet Service Personnel must wear an appropriate uniform that is

clean and in good repair along with name badges.

 All guests including all VIP’s will be greeted at the door by the Banquet

Manager! Maitre d’ Hotel / Banquet Hostess or the Senior most person looking

after the party.

 The guests will be seated by the person escorting. Chairs will be pulled for

the oldest lady first and the gesture will continue until the last guest is seated.

 Meeting, Coffee breaks and banquet functions must be set on time,

attractively and creatively presented, well maintained and dissembled promptly

following the break. All functions and meeting rooms must be refreshed as

appropriate.

 The Maitre d’ Hotel / Chef de Rang will be watchful of guest’s needs.

podiums, lecterns, tables and chairs must be clean and well maintained.

 All guests will be seen off at the door by the Banquet Manager/Manager on

duty / Maitre d’ Hotel with a polite word of ‘Thanks’.

 Banquet storage areas must be kept neat and well organized.

112
 Sales & Banquet meetings must be held weekly to review all upcoming

functions and events.

 Current menus and price lists for 3 key banquet competitors must be on

file.

 Coded price sheets should be used with all banquet menus.

 Banquet Menus will be recoated yearly keeping in view the cost of raw-

materials and competitions in the market.

 Function Form must be distributed at least 24 house prior to the function to

the concerned departments but preferably 48 hours.

 Action Plan for Important functions/Conference to be planned well in

advance and to be distributed to the concerned departments.

 All meetings, Functions and room assignments must be posted daily in the

lobby and be available through the hotel telephone exchange.

 Information on available equipments, room dimensions, capacities and

menus, banquets and other F&B outlets and outside agencies must be available

for quick reference at the Banquet office.

 Complete and undated Banquet information must be co-ordinated or sent

to Hotel Sales division to assist them in promoting Banquet facilities.

 Banquet Manager must attend pre and post convention meeting with the

organizers.

 All Sates and Catering correspondence, contracts and proposals must be

neat, complete, grammatically correct and presented in a professional manner.

113
 Buffet counters for Lunch/Dinner/Tea parties to be planned, depending

upon the number of guest, space available, in such a manner that there is NO

QUEING UP.

 Separate food counters for vegetarians may be organized if demanded by

the guests. In case of non-veg. Food counters all vegetarian dishes will also be

displayed.

 Names of the dishes to be displayed on a tent card.

 Before brining the crockery, glasses and cutlery, it will be checked that it is

clean, Polished and unchipped.

 All social etiquettes of service and addressing the guest will be adhered to.

No guest will be unnecessarily conversed with.

 During service, all ashtrays will be kept free of stains and dirties.

 Prohibition, Food Adulteration Act and all other laws of the land will be

strictly followed.

 Bill will be presented in a bill folder along with a ball point pen. In case the

guest signs, it will be ensured that current party room, name/number is written on

the bill. The authority letter for Credit will be checked and proper name and

address where the bill is to be forwarded must be mentioned on the bill.

 In case the guest pays in cash, the money will be discretely checked, the

money to be deposited immediately to the cash counter and a copy of the paid bill

will be given to the guest.

 Thank you letters must be sent within 48 hours to all clients/groups that

utilizes the Banquet facilities.

TYPES O FUNCTIONS IN BANQUET DEPARTME ND SERVICE STAN DARDS

114
i. Formal Lunches/Dinners, State Banquets.

ii. Reception - Cocktail

- High Tea

ii. Buffets - Standing/Buffet-cum-sitdown—

breakfast/Lunch/Dinner
Social Functions like wedding, Birthdays.

iv. Luncheon / Dinner Meeting

v. Conference & Convention

a. Workshop
b. Semmars
c. Training Sessions
d. Annual General Meeting
e. Sales Meets
f. Press Meets
g. Previews
vi. a. Exhibitions
b. Fashions Shows
c. Dealer’s Meetings/Product Launching
d. Club Meetings.
e. Musical Evening/Dance Performances
f. Award Functions

vii. Traditional Events : Festivals, X-Max, Easter, Diwali, Baisakhi, Teej,

Navratra & New Year Eve and any other local festival of the State.

viii. Theme Banquets

a. Melas

b. Theme Parties

c. Food Festivals

ix. Outdoor Catering

115
 BNQUET PROCEDURES

(Party Booking)

Booking Procedures

 The booking may be received

a. Over the telephone

b. Parties calling in person

c. Correspondence

 All the tentative bookings will be noted down in the banqueting reservation

diary along with the details specified by the party in pencil.

 Before taking any booking, it will be ensured that there is space available

on the required date as the party can be accommodated.

 In case space is available, the booking party is requested to call in person

and select menu or send a letter of confirmation and wherever possible we

should call on party in person.

 Provisional Booking slip will be filled up complete in all respect and the

number cc mentioned in the register.

 Advance payment or proposed credit arrangements are required in all

bookings.

 Only specifically identified individuals shall be permitted to make entries in

the Banquet Register.

 A contract /function form will be filled up complete in all respect in 5 copies

and duly signed by the booking party and Banqueting Manager.

 Liquor will be served as per the excise rules. The booking party will be

informed about it at the time of booking.

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 All the statutory laws, rules and regulations will be informed to the guest

before Booking the party. In case any special permission is to be taken by

the guest or management, the same has to be in writing. If the

management has to obtain permission for licence, a certain amount will be

charged as service charges in addition to the licence fees, etc. paid to the

concerned department. In case the guest is interested in obtaining his own

licence, the relevant columns of form will be filled up and handed over to

the guest.

 In case of cancellation of a provisional booking necessary details shall be

filled up in the copy of the Provisional Booking Slip and the booking will be

erased from the Banquet Booking Register. However, the guest should be

asked to send letter of cancellation.

 Banquet checks must be sequentially numbered, issued and reconciled to

the function sheets by Banquet staff as well as by the Controller (R&B).

Amendments

Amendments regarding date of party, time, menu, of arrangements will be made

in reservation diary and a letter will be sent to the booking party to confirm the

implementation of amendments or a letter of regret for not being able to make

amendments as desired with reasons will be sent and all concerned departments

will be notified about the amendments.

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 BASIC OF BUFFET SET UPS

 When working out the buffet arrangement with the host, such points as

price person, number of guests guaranteed, special theme, menu, date and time

of buffet, should be settled.

 List all items to be served. Do not permit last minute changes on buffet

menu. This will destroy the coordinated effect produced by a good master plan.

 Food should be arranged on the buffet in order. They are served from a

menu e.g. cold hors d’ouevre, cold sea food platters, cold meat platters, salads,

hot food, dessert, coffee (Food presented buffet style for cocktail party do not

have to follow this sequence).

 PIace any inedible displays e.g. flowers, ice carvings etc. towards the back

of the buffet table so that these do not interfere with the guest as he serves

himself from the buffet platters.

 Do not use complicated or time consuming methods of food presentation.

Arrange platters in such a way that the guests may easily serve his own portion.

 When displaying whole portion of fish, meat, poultry etc. always provide

small slices, with garnish in sufficient quantity.

 Food for buffet should not require last minute preparation and as far as

possible should be the kind that will keep well for the late-comers.

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 In a large buffet, it is most important that the guest traffic be planned in

such a way that they can move smoothly and speedily. Buffets foods, when

properly placed, will provide essential traffic control.

 Buffet counters should be planned in such a way depending upon the

number of guest & space available, so that there is no ‘Q’ while the guests are

taking food. Always keep in mind the access from behind the buffet to the kitchen

in order to ensure smooth flow of traffic.

 In general, buffet table should be placed in the room in such a way so that

the guest may view the table first when he steps in the room.

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 COCKTAIL RECEPTION

 The bar counter will be set up and stocked as per the function form. The

host will be invited to check the stock for quantity, quality and variety.

 Drinks will be served at the right temperature and in appropriate glassed as

per the standards.

 Service staff will circulate with tray/salvers/trolley/mobile bar! of drinks of all

kinds. Tray/salver will be covered with tray cloth.

 Ice in ice-bucket, soda, tonic water and water in small jugs will be

circulated on a tray/salver along with the drinks and will be served as per the

guests’ requirements.

 Tables will be provided within easy reach of the guests for ashtrays and

glasses etc.

 Cocktail snacks will be circulated on trays in half plates/quarter plates

covered with doily papers and cocktail sticks will be provided with greasy snacks.

 Guest will be offered another drink as soon as he finishes the previous one.

 Used glassed will be immediately removed on a separate salver.

 Cigarettes and cigars in boxes will be circulated on a salver covered with a

tray cloth along with match boxes and one ashtray and cigar cutter.

 In case a meal is to follow the drinks reception, the host will be informed

when all arrangements for the meals are made and then he will request his guests

to proceed for the meal.

 All the unused drinks! beverages/cigarettes and all the empty bottles!

packets will be assembled and the host will be invited to check the consumption

and accordingly the bill will be made.

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 SEATING ARRANGEMENTS

THEATRE STYLE

When the participation of the audience is minimal and the emphasis is on listening

to speakers from a podium, the Theatre style arrangement is the ideal one. The

rows of chairs are divided by one or two aisles as required. It is also possible to

serve snacks or light refreshments in such arrangements. Ideal for lectures,

audiovisual presentations, fashion shows, club meetings and general meetings.

CLASSRO STYLE

When the participants require table for writing purposes, this arrangement is the

most appropriate. It provides for reserved places for each participant, with place

cards at each desk, along with ashtrays, stationery and microphones. Hence, for

sales meetings, press conference or any meeting that involves audience

participation, Classroom style is the answer.

SIT DOWN SILVER SERVICE

When the occasion demands a small, formal banquet requiring protocol, there’s

nothing like this magnificent service. It includes a 3 or 4 course meal served by in

fine livery.

SIT DOWN BUFFETS

When the evening involves cocktails, during which guests have been standing, by

dinner, this arrangements is convenient and friendly. If you like, you can

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& so group people the way you want to, by placing name cards at each place on

the tabIe. So if it’s a company meeting-cum-dinner, staff get-togethers, a private

party or a semi-formal function, make your evening memorable with a sit-down

buffet.

STANDING BUFFETS

When you want guests to mingle freely, a standing buffet creates an informal

atmosphere. Be it a cocktail party, a press function or even a business get-

together.

RECEIPTIONS

When space is required for a free flow of guests and the seating is casual and

limited, Lounge style arrangement is recommended.

THEME PARTIES

The aim of these parties should turn dreams into reality. Hotel should specialize in

creating just the ambience that’s required. Ranging from an ethnic Indian village,

a Rajasthani folk evening, Goan carnival, to the internationally popular Caribbean

extravagana etc.

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 FUNCTION FORM (A)

Date Day from Type of function Room

Time To
Name of the Party Address Tel :
Res :
Office :
Name of Representative Address Tel :
Res :
Office :
Billing Instructions Name Advance / Cash

Address Vide Receipt No.

Nos. Expected Rate Rs.

Nos. Guaranteed Local Taxes

Menu Card Microphone Music

Black Board Flower Extra Staff
Rostrum Photographer
Any Special Requirement MEN
Board to Read
Gen. Manager F&B Mgr.
F&B Control BAR
K Chief K. Steward
Front Office Incharge
House Keeper Bar
Maintenance
Room Service
Security
Tel. Exchange
Office File

ACCEPTANCE OF GUEST Banquet Manager

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 BOARD TO READ :

OTHER REQUIREMENTS:

CONFIRMATION LETTER DATED :

 We hereby agree that Hotel will cater only 10°h addl. Over and above the

number of persons confirmed by us. After that either the guests will be requested

to have the meals in the restaurant or buffet afresh will be arranged after at least

45 minutes depending on number of persons.

 We agree that children will be charged at FULL RATES.

 We agree that jointly with HOTEL representative, will count the number of

F&B items served at this function and in respect of number of guests to be

charged, decision of the HOTEL MANAGEMENT will be binding on us. However,

in case of increase in number of guests over the guaranteed figures we will be

informed from time to time.

 We agree to pay the bill for the guaranteed number of actual number of

guest whichever is higher.

 We agree to pay 100% in advance at least 3 days before the function and

the balance will be paid after the meals service is over.

 We agree that no outsider will be permitted to do floral decoration

empanelled florist will be provided by HOTEL, if required, and also NO F&B items

will be owed from outside.

We received a copy of this Function Booking Order.

(SIGNATURE OF GUEST) (BANQUET OFFICE REP.)

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 FOOD KNOWLEDGE

Meat- Lamb, Mutton, Veal, Beef, Pork, Venison, Bacon, Ham.

Poultry-Chicken, Duck, Goose, Turkey, Pigeon.

Game- Partridge, Wild Duck, Pheasant, Quail, Hare and Rabbit.

flsh- Halibut, Salmon, Cod, Anchovies, Herring, Crab, Shrimps, Prawns, Lobster,

Oysters and Mussels.

Vegetables- Root—Carrots, Radish

Tubers—Potatoes, Yams

Bulbs—Onions, Shallots, Garlic.

Leaves—Cabbage, Lettuce, spinach

Flowers—Cauliflowers, Broccoli

Fruits— Tomatoes, Cucumber, Aubergine

Fungi-Mushrooms, Truffles.

Fruits- Soft Fruits—Strawberries, Blackberries

Hard Fruits—Apples, Pears

Citrus Fruits—Oranges, limes, Mandarins

Tropical Fruits—Bananas, Pineapples, grapes, Melons, dates

Dry Fruits—Raisins.

Jam is made from fruit pulp and jelly is made. from Fruit Juice.

Nuts- Almonds, Walnuts, Pistachio, Peanuts, Coconut.

Milk/Cream/Yogurt/Curd.

Butter/Margarine.

Lard/Suet/Dripping.

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Cheese- Hard—Cheddar. Stilton, Edam, Gouda

Semi-hard— St. Paulin, Bel P

Soft/Cream—Camembert, Brie

Blue Vein—Roquefort, Gorgonzola, Danish Blue.

Cereals- Flour, Semolina, macaroni, Spaghetti, Vermicelli, Cannelloni, Ravioli.

PulsesPeas, Lentils, Beans.

Herbs- Basils, Bay leaves, Chervil, Chive, Mint, Oregano, Parsley, Rosemary,

Sage, Tarragon, Thyme.

Spices- Cloves, Cinnamon, Nutmeg, and Mace, Coriander, Caraway, Ginger,

Turmeric, Saffron, Chillies and Capsicum, Cardamom, Cumin, Nigella.

Condiments- Salt, Pepper, Mustard, Vinegar.

Preserves - Jam, Jelly, Marmalade, Pickles.

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 EMERGENCIES AND DEALING WITH THEM

Emergencies are unpredictable combination of circumstances that call for

immediate and enlightened action. It can often be anticipated but seldom

foreseen. The 2 important aspects of emergencies are that they are unpredictable

and uncontrollable. Both these factors produce unwanted and unanticipated side

effects, since reactions to emergencies by guests and at times employees, are

equally unanticipated and unwanted. It is therefore imperative that there be

advance planning and safety precautions in combating all types of emergencies.

Safety is the term used when discussing disasters, fire prevention and protection,

protection devices and commissions that provide for freedom from injury.

In order to maintain a safe premise, the management must be ready to cope with

5 type of emergencies.

i) Fire iv) Death of a guest / employee — suicide, etc.

ii) Bomb threats v) Civil disturbances — riots.

iii) Natural disasters- floods, storms.

BOMB THRETS

Bomb threats could be done in three ways:

i) Telephonically iii) Orally

ii) Written

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 If a Telephone Threat is received, then

TELEPHONE OPERATOR INFORM THE GM

- Renain calm. Notify police, security and maintenance.

- Note the time. • Record chronologically actions & events.

- Get another employee to monitor - Discuss with police to determine

The call so as to duplicate information. Partial or complete evacuation.

- Pay attention to message - Complete telephone threat checklist

background and noise. - Decide about localized or general search.

- Try to keep the caller on line as long as possible.

- Try to get following information. - Based on information received take action.

* Expected explosion time.

• Location

• Type of explosive

• How to recognize

• What will it set Off ?

• What would influence him to change tactics ?

(What are his demands ?)

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I a written note is received, then the receiver should read it very carefully, calmly

and try to keep all fingerprints on it. It should then be handed over to security and

the GM should be informed. The GM in turn informs the police, who decide

whether the hotel should be evacuated or not.

If an oral threat is received, then detain the person who brought the message,

inform the GM, who in turn informs the police. If the person has left the hotel,

track him down or get his physical description or car number, etc.

NATURAL DISASTERS – FLOOD

Prevention :

 Identify low lying areas.

 Life jackets.

 Shift important equipment to higher floors.

Make the place water tight using sandbags at doors.

The following equipment should be kept at hand :

 Supply of containers for drinking water.

 Battery operated radio with spare battery, flash lights.

 Bags sand bagging.

 -fully stocked first aid kit.

 Rope for landing down objects.

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 Responsibilities for the management :

GENERAL MANAGER

 Monitor radio, T.V. for information update.

 Follow progress of preparation in hotel.

 Determine how may employees are needed and willing to remain.

 Maintain contact with claims adjustment organisation (insurance)

ENGINEER

 Hotel vehicle to be kept ready.

 Moe tools and equipment to higher floors.

 Disconnect power to lower levels.

HOUSEKEEPING

 Move furniture and supplies to higher levels.

 Fill tubs / sinks with water.

F & B MANAGEMENT

 Contact guests – explain wheather conditions and emergency

preparations.

 Offer guests opportunities to decide whether they should stay or leave.

DEATH OF GUEST / EMPLOYEE

The front office should inform the GM, security officer and call for the hotel doctor.

is to be raised or guests informed of the fact. The room must not be touched

cleaned without permission and must be sealed until all police formalities. People

known to the deceased are contacted through addresses entered on registration

card. If the guest is a foreigner, the embassy should be informed.

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If an employee dies on duty, the procedure followed is the same. A report is done

on the death, i.e. whether accidental, etc. and the relatives are informed.

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 Inform the Lobby Manager and Executive Housekeeper

Seal off the area. Notify local police, hotel

(DND displayed) doctor, next of kin (Indian)
Embassy (foreigner)

Nobody allowed inside, nothing

To be removed. Do not clean Body removed through
Up until permission is granted. The service entrance.

With permission of police, conduct Room thoroughly

Witnessed inventory of deceased’s cleaned and fumigated
Belongings and store securely.

Obtain receipts from local authorities

And from individual claiming the
Deceased’s belongings.

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FIRE

Fire are minor or major. In either case, they cause panic, which increases the

situation, and at times even cause death.

The hotel follows certain policies for fires. Basically they are 3, one for the hotel,

one for the employee and one for the guest. In the hotel we find fire alarms, fire

escapes, and fire extinguishers. For the employee, fire fighting training, fire drills.

For the guest, literature (booklets).

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HOTEL FIRE FIGHTING TEAM

HOTEL

Fire Chief

Director - Physical layout. Communication

- Use, location operation of
Fire fighting equipment.

- Direct the fire fighters - Switchboard operator

- Keep driveways open till calls fire department
- coordinate evacuation
of building.

Fire Squad Salvage

- Fights the fire till the fire - Cleaning operations to

Department arrives. Minimize operation.

- Know location, use, and

Operation of Fire fighting

Utility man - Checks fire pumps.

- Opens control valves

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When fire breaks out in a guest room

GUEST

Remain Calm.

Fire extinguished by security, Operator informed, who will

Maintenance, housekeeping and inform guests on the floor.
Other trained staff.

Guest is normally shifted to

Another room of the hotel or
Another hotel of similar standard

Insurance company to carry out

Investigation

When the fire breaks out inform :

During the security guards, floor supervisors, room-mates house men

During the security guard, receptionist, lobby manager.

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Role of guest when fire breaks out

Guests are provided with literature (booklets) as to what to do when fire breaks

out.

i) Switch off air conditioning as air ducts suck the smoke, which can cause

suffocation.

ii) Stay closer to the floor.

iii) Keep a damp cloth over the face.

iv) Shut doors and windows, so that the fire is contained. Fire will reduce, as

there will be less of oxygen.

v) Fire plan is provided in the room, behind to door.

SAFETY AWARENESS

Accidents may result from a number of causes and in whatever way they are

caused, they leave behind a very negative impact. These negative impacts could

be Reputation gets damaged.

 Threat to life.

 Legal costs.

 Loss of labor.

 Loss of morale

 Medical costs

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Suggested Procedures :

1. a) Attend to the injured, call for first aid and doctor.

b) Remove or isolate the damage without injury.

2. Inform higher authority.

3. Begin immediate investigation.

4. Obtain an account of the accident from the injured person (if possible).

5. Collect any evidence of the cause of the accident.

6. Interview witnesses and other people.

7. Lookout for dues clues from the evidence collected.

8. Find out nature and severity of injury.

9. Complete the accident book.

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 ACCIDENT REPORT FORM

Name of injured Person :

Section : Supervisor :

Time of Report :

Date :

Extent of injury :

Was hospitalization required ?

The accident :

Time : Place :

What happened ? (Include equipment, items and other persons)

Witness’s evidence (1)

(2)

Supervisor’s remarks :

Date : Supervisor’s Sign :

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