Trident Gurgaon
Trident Gurgaon
Trident Gurgaon
Submitted to-
Rishu Rastogi
BHM IVth sem
Enrollment No.: A8028912008
Batch 2012-2015
1
INDEX
ACKNOWLEDGEMENT
HOTEL OVERVIEW
FRONT OFFICE
FOOD PRODUCTION
ACCOMMODATION
CONCLUSION
ACKNOWLEDGEMENT
With a deep sense of satisfaction and gratitude to Training Manager Ms. Ira
Bakshi & all Heads of Departments along with staff members of TRIDENT,
GURGAON. I wish to place on records that the training was imparted in a highly
congenial atmosphere true to the reputation of TRIDENT, GURGAON has been
of immense value to me and it will be my endeavor to put into practice all that I
have learnt to sharpen my skills and develop my skills and develop my
personality It is because of their ardent and consistent efforts I was able to imbibe
so much which was not possible in such short time. The training has helped me
to inculcate the right kind of skills, knowledge & attitude to make a career as a
successful hotelier.
Rishu
Rastogi
KEY EXECUTIVES
Designation
Name
President
General Manager
Executive Housekeeper
Executive Chef
HRD Manager
INTRODUCTION
In
countries
throughout
the
world, the
steady and
consisting
mainly
of
reservation
followed
by
HOTEL PARTICULARS:
THE TRIDENT
443, UDYOG VIHAR, PHASE V,
GURGAON,
6
yet
characterized
serene
by
presence,
domes,
long
resort-like
walkways,
inner
ambience
courtyards,
reflection pools and fountains. The hotel has 136 rooms which
include a Presidential suite and six Executive suites, facing the
garden, courtyards and pools.
1230hrs-1530hrs
Dinner:
1930hrs-2330hrs
ACCOMMODATIONS
We have 136 rooms which split into:
1 Presidential Suite
6 Executive Suites
43 Deluxe Rooms
28 Superior Pool View Rooms
58 Superior Garden View Rooms
Different Room Categories Along With Their Area
Superior Garden View Room
309sq.ft
309sq.ft
Deluxe Rooms
388sq.ft
Executive Rooms
618sq.ft
Presidential Rooms
1557sq.ft
10
STANDARD ROOMS
King/Twin bedded room with a garden view. All rooms have
Wireless Internet access, 2 line phones, mini bars and in-room
tea/coffee making facility.
SUITES
Pool facing suites with a living room, and a walk-in wardrobe. It
has butler service, a DVD player, wireless Internet connectivity
and 2 line phones.
11
EXECUTIVE ACCOMMODATIONS
Large room with a walk-in wardrobe, separate shower stall and
bathtub, butler service, Wireless Internet access, 2 lie phones and
DVD player.
12
Fitness Room
Pool
13
GYMNASIUM
The hotel has a fitness centre that is opened from: 0600hrs to
2100hrs. The Gymnasium has state of the art Cardio-Vascular
equipment from Techno gym USA.
SPA
The timings of the spa are 0600hrs to 2100hrs. The treatments
available at the spa are Spirit of Ayurveda, Oasis of Harmony, and
Touch of Serenity. The Spa at the Trident Hilton is a non-clinical
Spa offering soothing and relaxing treatments. Services offered at
the spa are Massage, Body Treatment, Facial, hand & foot care,
and spa packages. The facility of hair cutting, waxing, threading
and special treatment is provided to the guest on request.
FOR CHILDREN
Cribs
High Chairs
14
Type of Cuisine:
Food Theatre for all 3 meals, with an array of cold and hot
stage options featuring cuisine from the Occident, the
Orient and the Americas.
Opening hours:
6:30 am 01:00am
Covers:
64 Seats in the main restaurant and 40 seats in the
verandah.
Ambience:
o An Interplay of William Grey and Thassos White Marble in
the flooring, table tops and food theatre stages.
o A combination of high back upholstered chairs and
armchairs with fabric seats.
SAFFRON
Type of Cuisine:
A selective cull from the greatest culinary traditions of
Northern India. A fortnightly rotation of highlights from
different regional cuisines of the country such as:
o Bengal in the East
o Kashmir in the far North
o Andhra Pradesh and Kerala in the south
15
OPENING HOURS:
Lunch 1230 Hrs -
1530 Hrs
2330 Hrs
Covers: 42
Entertainment:
Live Indian Instrumental Music.
Ambience:
An electric fusion of black granite, gold leaf and thekri work,
with golden columns as part of the center feature. Show
plates on black runners and ecru table cloths.
THE BAR
Type of Cuisine:
A small selection of finger snacks and a selection of
cocktails and wines by the glass.
Opening hours:
9:00 am midnight
Covers: 40
Ambience:
16
KONOMI RESTAURANT
CUISINE JAPANESE
A VENTO BOX IS SERVED TO THE GUEST WITH ALL THE
JAPENESE MEALS
Opening Hours:
Lunch 1230 Hrs -
1500 Hrs
2330 Hrs
Covers: 20
Entertainment:
17
18
Bell Desk
2.
Information.
3.
Reception.
4.
Cashier.
5.
Concierge.
6.
Reservation
7.
One or the
Arrival
1
Occupancy
1.
2.
3.
4.
19
5.
Business Center : For various facilities like 'Board Room, F Email, Fax etc.
Check out
1.
2.
JOB DESCRIPTIONS
FRONT OFFICE MANAGER:
1.
2.
3.
Staff disputes.
4.
5.
6.
7.
RESERVATIONIST:
1.
2.
3.
4.
5.
6.
RECEPTIONIST:
20
1.
2.
3.
4.
5.
6.
CASHIER:
1.
2.
3.
4.
5.
RECEPTION
It plays an important role in the front office setup. This is the
first section where the guest comes in contact with a hotel
employee.
It is
The group
coordinator allots the keys along with the key cards. The rooming
list is also needed to identify the guest baggage. The bellboys
then carry the baggage up and in this manner a group is checked
in.
ROOMING LIST
This is like a form, which stays with the group co-coordinator. It is
needed during the time of checking in of a group.
It states all the names of the number of people in that group, in
the order they want to stay. This means that the type of room
whether single, double and triple is mentioned.
It is through this list that the rooms are allotted and the guest
baggages are identified.
22
Ascertain
room
requirements
&
cross
check
with
the
movement list.
Take out the appropriate key from the box and prepare the
key card.
Ensure that all the details on the G.R.C. are filled in properly.
connection released.
DEPARTURE FUNCTIONS:
1. When the guest settles their bills the registration card and the
keys are given to the reception.
2. Keys are kept back in place.
3. An entry is made in the departure intimation sheet for
departments like
23
House keeping.
Room Service.
services
in
to
guest
and
order
that
all
are
co-ordinate
noted down and the message light is turned on for the room. So
that the guest comes to know that there is a message for him at
the reception.
TRANSMITTAL SLIP : It is a facility provided to the guest. In
case the guest needs a car for the day as incase of airport pickup
or a drop to some place, transmittal slips are filled in.
This is
departments :
Telephone copy.
24
MAINTENANCE:
reception department.
It is
prepared in duplicate.
HANDOVER: During the change of shifts the person working has
to handover all the responsibilities to the person who has come
in. For this a handover slip is filled up and also writes down the
necessary work to be performed by the next shift. So that work
can be carried out smoothly.
GUEST REGISTRATION FORM
This particular form is presented to the guest when he
checks-in, and it mainly consists of Name, Address Organization,
designation, & nationality and in case of a foreigner it contains his
passport no. details along with Room no.
RESERVATION CARD
A reservation card is one that is filled in at the time of check in.
The details extended are:1.
NAME OF GUEST.
2.
3.
NATIONALITY
4.
5.
6.
PERMANENT ADDRESS
7.
8.
ARRIVED FROM
9.
IF EMPLOYED IN INDIA
10.
11.
12.
13.
NEXT DESIGNATION
14.
DATE OF ARRIVAL
15.
TIME OF ARRIVAL
16.
DATE OF DEPARTURE
17.
BILLING INSTRUCTIONS
18.
PARTICULARS
26
CONCIERGE
The concierge counter at the Trident is situated alongside the
reception counter. They both belong to one counter but are
distinctly separated from each other due to sign boards. The
information desk is mainly for the purpose of the name is has
been given. All those guests staying in the hotel needing any kind
of assistance/information are attended to, the kind information
varies. There are many guests with different queries. Normally a
guest asks for information about different places to be seen in
outside the city. They are normal tourists and they also ask for
details like transportation facilities within the city and their fares.
A guest may also ask about information about tours conducted.
Some guests also enquiries about facilities offered within the
hotel, membership rates, the restaurant whereabouts etc. Guest
also demands stamps and they are sold from the information
counter itself, but a general rule adopted at the Trident is that no
stamps are to be sold to outsiders. So only those staying at the
hotel can avail of this facility at the information desk handling of
keys message is also done whenever needed. The concierge staff
is mainly to look after the needs of the guest and make the guest
welcome and feel at home. The way in which help is given differs
according to the needs of the guest. Here, the hostess can do
reservations in restaurants for the guest. Guidance the tours
conducted, plays or movies running in tour for entertainment etc.
If any additional item is required and if it is not possible for the
housekeeper to provide it, the hospitality department takes over.
The Concierge staff should be well versed in their skill of making
friends and similiarising themselves with the new guest. It is for
this reason that guest history records are mentioned and looked
through a special treatment is given to VIPs coming and a person
27
2.
Travel Guides.
3.
Telephone directory.
4.
5.
Card Files.
6.
Computer Terminals.
7.
Printer.
8.
9.
10.
Atlas.
11.
Maps.
12.
Brochures of hotel/events.
13.
Visa forms.
14.
Stationery.
15.
Postal Stamps.
16.
Yellow Pages.
28
CASHIER
The cashier is adjoining the reception and information counter but
is situated at the corner. It does not face the entrance through the
lobby at the Oberois its main function is to maintain guest folios.
The posting of charges from departmental vouchers to guest bills
is carried out here. At check out time the bill/folios are closed by
the casher.
The Second copy of the registration card of a guest is attached
along with his correspondence and is placed here. All the
miscellaneous bills are immediately added to the room bill and
fed into computer.
Apart from this the cashier in in-charge of handling petty cash
and to keep safe custody of guest valuables. If valuables are lost
in the room then the hotel is responsible for such losses. If a
guest wishes to make use of a safety vault, then the cashier
issues it and the rent is charged.
The Cashier department is important but equally risky as there is
an inflow and outflow of lot of money everyday.
CASHIER
Primary Function :
Responsible for all cash transactions in the Front Office.
Duties & Responsibilities :
1.
2.
3.
4.
5.
SETTLEMENT OF BILLS
METHODS :
Even through legal tender cash is the only method that customers
may utilize to settle their bills there are many other types of
payment that hotels willingly receive, all of them will be common
to every hotel, but there are more usual payments with which
cashiers must be familiar and it is generally up to the policy of
the hotels management as to which are taken settlement of a bill.
When dealing with cash the cashier must always keep the amount
given in payment separate from the float until the change has
been counted back.
Foreign currency is increasingly popular as a mode of payment. In
may hotels the payment is intended by cheque which may/will be
cashed at the time of registration, the bill may have to be settled
3 or 4 days before the guest leaves in order to guarantee that
cheque 13 is cleared.
The second type of cheque that a cashier must know about is the
travellers cheque which is a common way in which overseas
customers on tourists pay their bills while in another country.
Tourists cheques suffer from a problem that they are issued in
fixed denomination.
30
FOREIGN EXCHANGE
The foreign currency can be exchanged for Indian Currency at the
Cashiers. The rate of exchange of currency is taken from Reserve
Bank of India everyday. An exchange form has to be filled up, the
original copy is given to the guest and the foreign exchange is
stapled with the other copy of the form.
SAFE DEPOSIT
The cashier issues safe Deposit Card to the in-house guest who
wishes to deposit their valuables in the Safe Deposit boxes. This
card contains the name of the guest his room. No., address &
finally the box no. allotted to the guest & signature of the guest
as well as the person as the person who deliverys the key.
BILLING INSTRUCTIONS:
Guest can settle their bills directly by cash, credit card, and
traveler's checks. Guest also has the facility of charging bills to
their company. Bill can be sent to the company provided it is on
the hotels credit list of approved companies.
31
Charges,
Mini
bar
Charges,
&
other
Miscellaneous Charges.
DETAILS OF THE WORK PERFORMED :
When a guest checks out, he comes to the Cash department
where he deposits the room key.
cashier first does SPD on the machine i.e. releasing 0 dial facility
32
from the room & check that there are any telephonic charges
incurred by the guest.
imprint & his copy along with the First copy of the bill with the
guest ( s signature & the PAID stamp on it is given back to the
guest in an envelope. Then the Cashier makes a check out slip,
which is given to the guest who gives it to the Bell Desk for the
clearance of the luggage.
Besides the clearance & settlement of the bills, the exchange of
foreign currency is also done at the Cash Counter.
When the
33
THE MICROS:
The micro is another computer system, which is very popular in
the hotel food and beverage outlets.
This system is based on a graphical interface and uses a touch
screen.
(departure) is prepared and the bell boy goes to the floor with the
trolley and brings down the luggage and then takes the luggage
along with the guest to the portico and helps in loading the
luggage in the vehicle. Before taking the luggage to the portico
clearance is taken from the Cashier through the errand card and
this errand card is maintained for records C-form delivery is also
the duty of the lobby attendants.
37
38
INTRODUCTION
Apart from rooms, a hotel derives a large portion of its profits
from service of food & beverages. For a hotel essentially to an
elite business clientele like the Trident Hilton they assume utmost
importance
since
the
occupancy
generally
remains
above
average.
Food is provided by, in a hotel, through various service outlets.
These service outlets have a specialty, which is so unique that
makes them highly competitive and watering.
The quality of food and beverage does not vary much in same
line restaurants but ultimately the most crucial and most talked
about aspect of food and beverage is the service that goes along
with it. A not so high quality food can be camouflaged by
excellent service but never can bad service be camouflaged by
good food. The aim of the operation is to make the guest feel
relaxed and at home.
39
SUPERVISORS
ASSISTANTS
40
CO-ORDINATING DEPARTMENTS
KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads,
galantines and pates buffets of banquets.
Pantry- To pick up sandwiches, fruit platters, fresh juices,
individual salad portions.
Hot ranges & Grills- Hot food items such as steaks, chops, etc.
Bakery & Confectionery- to pick up breads, pastries, cookies
and ice creams.
Still Room- To pick up hot beverages, e.g. Tea & coffee.
KITCHEN STEWARDING
This department primarily controls the storage, issue and
maintenance of service equipment in the restaurants and
kitchens. The sanitation and hygiene of the kitchen and its overall
maintenance come under this department. It is also responsible
for the employees cafeteria.
BARS
The service bar located in the main kitchen dispenses wines,
spirits, juices, aerated water and tobacco. The beverage stores
are located behind the chefs office in the main kitchen.
STORES
The source from where the steward can pick up supplies of
proprietary sauces, stationary, etc. for the restaurant.
41
HOUSEKEEPING
This department is responsible for the cleanliness, maintenance
and the aesthetic beauty of the hotel. It is also the source for
uniforms, linen and flowers.
ACCOUNTS DEPARTMENT
a) Restaurant Cashier
Receives all cash and credit payments made for food and
beverage sales in the restaurant and bar. If the guest
signs the bill, the steward may verify his name and
room number by asking the restaurant cashier to check on his
computer terminal.
AMENITY PLACEMENT IN ROOM SERVICE
1) All regular rooms get a fruit basket and cookies on a daily
basis.
The cover for this is:
(a)
(b)
(b)
Mangers
(c)
Card.
Fruit basket and cover are placed on the dining table. The Pralines
and cookies are kept on the bedside table and the alcohol with
glasses etc., on the minibar counter.
3) 01 and 50 suites get a leaf platter with a Fruit basket+
cookies+Pralines+MDP\bottle of alcohol.
The cover and placement are the same as for the Suites 06 and
10.
4) If a regular room is sent any alcohol, it is placed on the TV
cabinet or the Minibar counter.
5) A Half Bar whenever sent is placed on the Minibar counter and
consists of:
i. Gin
ii. Vodka
iii. Rum
iv. Regular Scotch
6) A Full Bar is placed on the Minibar counter and consists of:
i. Gin
ii. Vodka
iii. Rum
iv. Premium/Regular Scotch
v. Premium/Regular Cognac
vi. Sherry
vii. Campari
viii. Liqueurs- 02 bottles
7) No cover is placed with a Half or Full Bar as glasses and ice are
replaced on a daily basis by butler services
8) Most suites have glassware inventory of their own.
43
BUTLER SERVICE
Butler service, in a hotel, implies highly personalized service,
almost on a one-to-one basis. The butler is there to meet the
various needs of a very discerning and VIP clientele.
1) Personalized service means recognition, the butler should
really get to know his guests personally. He should know their
preferences in the food and beverage, how they like their
things placed in the room, their routine, etc.
2) Butler service is anticipating needs. The Butler should be able
to plan for a guest in advance i.e., order canaps, organize a
wine bucket and glasses if the guest is expecting visitors.
3) Butler service is attention to detail. The butlers insistence on
repairing small defects in the room, of over-seeing the service
of food, of ensuring speedy clearance, are great contributions.
The guests slippers at his bedside, and pajamas folded at the
foot of the bed in the evening, lend class to the service, as
does the newspaper folded on the morning tea tray.
4) Butler service is assistance in every possible way from getting
his stamps to organizing a sight-seeing tour or suggesting
where he can buy flowers for his hostess before he goes out
for dinner.
5) Knowledge of city/sights/India/Oberoi chain.
Butler service is a service which is very costly for the hotel, so it
is upto the butler to make a name for himself and his hotel, for
providing the guest with attention to detail beyond his
expectation.
44
ROOM SERVICE
1) Parent department.
2) Fruits and flowers.
3) Amenities, premium bar, full bar, regular bar,
chocolates and cookies, cake and champagne, long stay
amenities.
4) Food and Beverage orders.
5) Handling complaints.
6) Clearance of rooms.
7) Table reservation.
8) Information regarding likes and dislikes.
9) Packing of picnic snacks, meals, etc.
45
RESTAURANTS
CILANTRO
Type of Cuisine:
Food Theatre for all 3 meals, with an array of cold and hot
stage options featuring cuisine from the Occident, the
Orient and the Americas.
Opening hours:
6:30 am 01:00am
Covers:
64 Seats in the main restaurant and 40 seats in the
verandah.
Ambience:
o An Interplay of William Grey and Thassos White Marble in
the flooring, table tops and food theatre stages.
46
SAFFRON
TYPE OF CUISINE:
A selective cull from the greatest culinary traditions of Northern
India. A fortnightly rotation of highlights from different regional
cuisines of the country such as:
o Bengal in the East
o Kashmir in the far North
o Andhra Pradesh and Kerala in the south
o Goa and Gujarat in the west.
Opening Hours:
Lunch 1230 Hrs -
1530 Hrs
2330 Hrs
Covers: 42
Entertainment:
Live Indian Instrumental Music.
47
Ambience:
An electric fusion of black granite, gold leaf and thekri work,
with golden columns as part of the center feature. Show
plates on black runners and ecru table cloths.
THE BAR
TYPE OF CUISINE:
A small selection of finger snacks and a selection of
cocktails and wines by the glass.
Opening hours:
09:00 am midnight
Covers: 40
Ambience:
Cherry wood parquet flooring, walls finished in Leather and
black granite topped tables.
48
49
POOL BAR
TYPE OF CUISINE:
Light Snacks and spa cuisine
Opening hours:
10:00am 8:00pm
Covers: 12
Ambience:
Marble counter with a display bar.
50
BANQUETS
o NARMADA
o KAVERI
o GODAVARI
o YAMUNA
FUNCTIONS
Breakfast
Conference/Lunch
Lunch
Hi-Tea
Cocktails
7.00PM 9.00PM
Cocktail/Dinner
7.30PM Onwards
Exhibitions/Displays
8.30AM 5.30PM
12Noon 3.00PM
:
51
3.00PM 6.00PM
Usually 24 hours
BRIEF ON BANQUETS
1) All banqueting areas are sold in two sessions:
Morning: 8.30AM 5.30PM
Evening: 7.00PM Onwards
2)
3)
4)
5)
wooden
and
8)
Outdoor
catering
reconfirming all
stage,
etc.
are
organized
through
undertaken
after
checking
and
if necessary.
9)
25% outdoor catering charge is levied on the basic rate for all
outdoor
52
10)
profile of function.
14)
15)
16)
credit
list
as
circulated
by
Financial
Controller.
17)
list.
18)
19)
53
IN ROOM DINING
54
PROCEDURE
a) When a guest calls the Room Service, his order is taken by
the order taker who posts the entries into the computer.
b) The cheque is printed on a printer which is kept at the
supervisors desk.
c) This cheque has 4 copies KOT, Guest copy, Accounts copy
and F&B control copy.
d) The KOT and F&B control copy are taken off by the
supervisor and given to the kitchen and Room Service
steward who lays the trays or a trolley.
e) The breakfast is collected from the Room Service kitchen,
some of lunch, dinner items are picked up from Main Kitchen
or any other F&B outlet.
f) After the food is picked up, it is kept on a tray which is kept
at the Supervisors desk. The Supervisor checks the order
before it goes to the room.
g) Accompaniments of different foods (Indian, Chinese) etc. are
also placed.
55
56
57
INTRODUCTION
Hotels are justly proud of their reputation for fine cuisine and
elegant dining. Food production is an integral part of the services
of the hotel. When the guest arrives at the hotel he not only
expects a comfortable and relaxed stay , but he also expects
good food of the highest possible standards Especially in today's
times with growing competition it is very essential that the hotel
tries to provides as many food outlets to the guest serving
various kinds of quality cuisine.
Nowadays the restaurants not only provide services to the inhouse guests but also to the local guests and the recognized
patrons.
outlets and their chefs. A good example of this fact is the famous
Thai cuisine restaurant at the Oberoi's the 'Baan Thai' whose chef
is a well renowned person from Thailand.
Although at the
Oberois there are six restaurants and room service available for
providing service to the guests.
Although these
entire kitchens were not covered during our training period the
following were provided to us for the same.
59
ORGANIZATION CHART
Executive chef
Sr. Sous chef
MAIN KIT.
BAKERY
GARDE MANGER
BUTCHER
SATELLITEKIT.
Master
Master
Master Craftsman
Chef de partie
Chef de partie
Craftsman
Craftsman
Chef de partie
Chef de partie
Commis I
Commis I
Chef
dePartie
Commis I
Commis I
Commis II
Commis II
DemiChef
de partie
Commis II
Commis II
Commis III
Commis III
Commis III
Apprentice
Apprentice
Commis I
Commis III
Commis II
Trainees
Trainees
Trainees
Trainees
CommisIII
/Apprentices
/Apprentices
/Apprentices
The above chart shows only reporting duties and these are all inter linked.
JOB DESCRIPTIONS
60
KITCHEN EXECUTIVE
Responsible to : Executive Chef
Responsible for : Kitchen Section
Duties & Responsibilities:
1 He is responsible for overall smooth and efficient functioning of
the whole section
2. Ensures that prescribed recipes and standards are followed.
3. Responsible for quality control, improving standards and
innovation.
4. Co-ordination with all the other departments and sections of
the kitchen.
5. Attend the morning meetings and perform administrative
duties for the section.
6. Prepares the duty roasters.
7. Authorizes all the formats like requisition, transfers etc.
8. He is also authorized for granting leave to personnel in his own
section.
SOUS CHEF
Responsible to
Responsible for
Master Craftsman
:
COMMIES:
Responsible to
Kitchen Executive
Responsible for :
Apprentices
2.
3.
Responsible
for
proper
usage
of
raw
materials
and
equipments.
4.
5.
APPRENTICE COOKS
Responsible to
Master Craftsman
62
following:
a.
Soup Section
b.
c.
Indian Kitchen
It is a decentralized kitchen
working 24 HRS.
3.
BAKERY:
This
is
the
section
of
the
kitchen
working
time.
REQUISITION AND INDENTING:
Everyday each section of the Kitchen prepares a requesting for all
the materials needed for the next day.
b.
c.
d.
64
INDIAN KITCHEN
This section is the main kitchen which is responsible for the
preparation of all Indian dishes. It caters to the requirements of
Coffee Shop, La Rochelle, Room Service and Banquets.
The
2.
Halwai section
3.
Banquet section
65
66
SECTION
FUNCTION
Dispensing dessert.
Pantry
Halwai
Curry section
Tandoori Section
Rice Section
Biryanis,
pullao,
are
prepared here
South Indian Section
Back Area
cooking
for
banquets etc.
SHIFT TIMINGS:
The kitchen works on two shift except for one cook working in the
night shift in the A la carte section because of coffee shop order.
Morning Shift
Evening Shift
Night shift
IMPORTANT OBSERVATIONS
The kitchen also has a South Indian section for the preparation of
dosas uttpams, idli, etc.
The tandoor section has two tandoors for tikkas and for
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FUNCTION
cooking of food
Hot plate
cooking
Traulsen
Masala grinder
Steamer
Mixie
scale.
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Clay tandoor
for
items.
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preparation
of
tandoori
Function
Given to
Concerned
inter Kitchen
Kitchen
section
exchange.
Store-Room
Used for
1st copy
getting items
2nd F&B
stores,
Requisition
controls
3rd book copy
Leave Card
For getting
kept in
chefs
Leaves/holidays
office. Sent
to
Pers
onnel
Dep
artment
Function
Gives Information
All Concerned
Prospectus
for Banquets
sections of
Kitc
hen
TANDOOR:
Mis-en-Place
Marinated
Murgh Malai
Seasoning
Garam Masala
Chilly powder
Garnish
Onion rings
sliced
cucumber
Marinated prawn
turmeric powder
Marinated tandoori
Jeera Powder
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Kalonji
Black
onion
Chicken Minced
Kasuri methi
Desi
ghee
Black Salt
Ajwain
Egg
Tandoor is a very important and busy section as it provides the
Indian breads and the tandoori in this section two tandoor are
fixed which are made of clay, one service counter and one in
table is provided. The various types of Indian breads are;
Kulcha Paratha
Khasta roti
Pudina paratha
Methi Paratha
Naan
Masala kulcha
Roomali Roti
BAKERY
The bakery consists of a twin room enclosure called the
confectionery and the bakery (The place where all the baking is
done) with its own walk-in and deep freeze. It is the place where
the preparation of Cakes, Breads, Pastries, and Tarts etc takes
place. It provides a large variety of desserts and beverages for
the benefit of the guest.
SHIFT TIMINGS:
The Bakery is a 24 hrs operational department working in three
shifts to cope up with the work load.
MORNING SHIFT
EVENING SHIFT
NIGHT SHIFT
OBSERVATIONS :
The bakery is divided into a baking room, pastry area, puff area,
and a Gateau area.
It also has an ad ascent chocolate room for chocolates and
pralines.
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Hard liqueurs like rum, tequila, whisky, etc are also used to add
flavors to some of the preparations.
The main icings made are :
1.
2.
3.
4.
5.
6.
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PUFF SECTION
The Puff Section consists of a big rolling machine to roll out the
dough. The dough may be needed for Danish pastries, pralines,
savory dough, flan dough, beaches, volt au vents or cheese sticks
etc.
There are two main types of doughs used via :
1.
Savory Dough.
2.
Puff/Flaky Dough.
CONTINENTAL KITCHEN
As the name clearly indicates, it is responsible for the preparation
of all continental dishes and their service to outlets such as La
Rochelle, Room service and the banquets. This section is divided
into 2 parts.
1.
Soup Section.
2.
Hot Range.
soups are prepared excluding the party soups and the quantity
produced is 150 cups of each soup daily.
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Mulligatawny Soup
Seasonal soups
GARDEMANGER
The Garde Manger or the Cold Kitchen is the place where all
carvings and displays are carried out. Here the staff is skillful and
the work done is very different from the other Kitchens.
Various salad displays, fruit displays, meat platter displays in a
decorative and fancy manner are done to improve the image and
the standard of the hotel. Fancy carvings and decorative displays
are always liked by the guests.
The total strength of the kitchen comprises of 7 people.
The
Garde Manger is a small kitchen with one walk-in cooler and one
traulsen. It is located right beside the Pastry Kitchen and is not
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far from the Main Kitchen. Here the items and displays would be
made according to the party sheet.
and buffets. The daily timings are from 0700 hours to 1700 hours.
Canaps, sandwiches and similar items are also made.
SHIFT TIMINGS:
There is only one shift as the kitchen caters to buffets and parties
for which preparations are always done in advance.
The Garde Manger section does not have a kitchen executive and
is headed by two chefs de parties and one commis I followed by
cooks and apprentices.
ORGANIZATIONAL STRUCTURE
Chef de partie
Commis I
Commis II
Apprentice/trainees
Duties and Responsibilities:
Pick up the stores,
Open and set the kitchen for function.
Cross check the function prospects.
Prepare the salads for buffets in coffee shop and La Rochelle.
Prepare cold meat platters, canap platters for outlets.
Prepare dressing and garnishes for the salad buffets.
Peeling of sweet lime and taking out the juice for La Rochelle
lunch.
Preparing for next days breakfast fruit platters.
Other related functions:
1.
2.
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of
kitchen
areas
thus
ensuring
proper
hygienic
standards.
Cleaning kitchen utensils.
Reporting possible faults in kitchen area & machinery to the
Engineering and maintenance department.
House-keeping department:
For uniform.
Other Operations:
Kitchen staff and kitchen stewarding department jointly run the
staff cafeteria.
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INTRODUCTION
The housekeeping department is an important organization,
which looks after the welfare of the guest. A tidy well kept room
and clean, aesthetically appealing surroundings affect the guest
greatly. The image of the hotel and its name is greatly heightened
if the guest is pleased and is satisfied that hes got his moneys
worth in terms of service and treatment.
Housekeeping as the name suggests refers to keeping of the
house and includes all those factors that lead to the comfort,
cleanliness and service of the people occupying that particular
house. The main objective of the department is to improve and
maintain the sale appeal of rooms by making the guest feel
happy and relaxed. The personal effort the housekeeping
department makes in giving a guest a desirable room has a direct
bearing on the guests experience in a hotel.
The housekeeping department looks after the cleanliness and well
being of the entire hotel. Public areas are very important as they
reflect the image of the hotel on a potential guest or a repeated
customer. It coordinates with different departments of the hotel to
function effectively and efficiently. The department has its staff
spread on all floors as well as public areas along with
housekeepers, floor supervisors, room boys and housemen. Apart
from rooms and public areas the housekeeping department takes
care of various other areas as well. They are:
Linen room
Uniform room
Laundry
Flower room
Key control
ORGANIZATIONAL STRUCTURE OF
HOUSEKEEPING
Executive housekeeper
Floor supervisor
linen room
supervisor
Room attendants
general workers
tailor
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PUBLIC AREAS
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KEY CONTROL
The housekeeping department has the maximum number of keys
and to ensure the security of the property and safety of the
guests it is necessary to have strict control over the keys.
RESPONSIBILITIES OF HOUSEKEEPING
DEPARTMENT
The main responsibility of this department is the smooth running
of the hotel by maintaining and servicing guest rooms, corridors,
elevators, other service and public areas along with linen,
furnishings, carpets, etc. Its other functions are:
Staff training
In house laundry
Horticulture
Staff uniforms
Carpets
Budgeting
JOB DESCRIPTIONS
EXECUTIVE HOUSEKEEPER
The term housekeeper is usually used for one who is responsible
for the housekeeping. The executive housekeeper is senior most
in authority and is responsible for the staff and the work in the
department. She must have sound technical knowledge and keep
up with the latest developments in the industry. She should be an
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Requisition
of
guestrooms
cleaning
supplies,
cleaning
materials etc.
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She has to take the round of public areas at least once a day.
Provide on the job training for the trainees and new recruits
and also fill in performance appraisals for the staff.
FLOOR SUPERVISOR
Coordinates with the front office to get the VIP arrivals and
also to show departure rooms.
AFTERNOON SHIFTS:
In the afternoon shift, there exists just one executive for the
public areas as well as floors. The duty involves the checking of
the public areas as well as rooms. Coordinate with maintenance
for the rooms as well as public areas. Coordinate with front office
for all VIP arrivals and departure and also for the housekeepers
report for the shift.
DESK SUPERVISORS
Handles Lost and Found; registers all lost and found brought
down by the floor supervisor and stores them.
HOUSEMAN
ROOM ATTENDANTS
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Linen and uniforms, which are issued on the basis of, clean
for dirty.
Responsible
for
the
behavior
of
al
staff
and
proper
CLEANING PROCEDURES
PUBLIC AREA CLEANING:
Public areas include:
1. Lobby
2. Restaurants
3. Guest cloak rooms
4. Shopping arcade
5. Corridors and Elevators
LOBBY
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removing
marks
along
the
walls
or
windowpanes etc.
Changing of linen
Dusting
Vacuuming of carpets
Cleaning of chandeliers
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GUEST CLOAKROOMS
The guest cloakrooms have to be kept clean throughout the day.
A cleaner carries out the cleaning during the day with a
cloakroom attendant who works from 9:00 a.m. to 10:00 p.m.
The public area supervisor frequently checks the cloakrooms.
SHOPPING ARCADE
The shopping arcade is situated at the lobby level and hence has
to be spic and span at all times. A houseman mops it in the
daytime and the floor is scrubbed at night, as there are less
number of people around, due to the use of machines, which can
be very noisy. All heavy cleaning in public areas is done at night.
CORRIDORS AND ELEVATORS
The guest corridors and elevators are extremely important as that
is the way of passage for guests and hence have to be very clean
and free of dirt at all times. The doors of elevators have to be
polished frequently so as not to have finger marks.
ROOMS
PREMIUM ROOM FEATURES
Electronic Safe
Facsimile machine.
DELUXE ROOM
station
EXECUTIVE SUITE
One bedroom with king size bed and a separate living room
overlooking the golf course.
DVD Player.
Electronic Safe
Facsimile machine.
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PRESIDENTIAL SUITE
One bedroom with king size bed overlooking the Golf Club
and living room overlooking Humayun Heritage monument.
DVD Player.
Electronic Safe
Facsimile machine.
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CLEANING PROCEDURES:
PROCEDURE FOR CLEANING A VACANT ROOM
A vacant room is one, which was prepared the previous day, but it
has not been given out or used by the guest. Such a room does
not require thorough cleaning but a few simple steps such as
those listed below need to be followed:
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If the room has been vacant for several days then the
following steps must be followed along with the fore
mentioned steps to ensure the readiness of the room:
Remove the room service trolleys and trays, if any, and call
room service to pick them up
Remove all the soiled linen and place it in the linen bag,
which is provided for in the chambermaid trolley
FUNCTIONS
1. Control Desk is the nerve center of the housekeeping
department and is responsible for various jobs. It is handled
by a Control Desk Supervisor
2. The desk receives calls for maintenance requests as well as
guest complaints
3. Using
the
Attendant,
Occupancy
the
Control
Sheet
Desk
prepared
by
Supervisor
the
Room
prepares
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good for
HOUSEKEEPING EQUIPMENT
ROOM ATTENDANTS TROLLEY: Every room attendant has a
trolley in which all the supplies and equipment that she
requires to make up for discards and rubbish and the other for
soiled linen are stored. All cleaning supplies like Vim, Brasso,
dusters, brushes, etc.
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CONCLUSION
When I first began my Industrial Training but went by ever so
quickly and have left me craving for much more. I would have to
say that it is an absolutely fabulous part of the curriculum and
perhaps will remain the most memorable one.
Needless to say that this experience was a highly enriching and
educative one as I went on from one department to another and
met and got the opportunity to train under several highly
respected senior professionals. I learnt that every individual is
different and that every one has something unique to offer. I
learnt that every job has its nuances and its value and that no job
is superior to the other. I learnt that on needs to constantly
improve and improvise. I learnt that this is just the beginning of a
long road ahead full of challenges. But I know that I will be able
to run along because I have my foundations firmly built in. It is
here that I got the opportunity to continuously introspect and
improve as a budding professional and as a human being. I will
always look back at the time spent here with fondness and with
pride.
I cannot but thank all the people who have helped me in several
different ways that will go a long way in facilitating the
commencement of a wonderful journey.
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