INDUSTRIAL

TRAINING REPORT

JAYPEE PALACE HOTEL

&
CONVENTION CENTRE, AGRA
COMPILED BY :
ARPAN KUMAR SINGH
2ND YEAR
IHM, HAJIPUR
 INDEX
 Acknowledgement
 Hotel Overview
 Food & Beverage Service
 House Keeping
 Front Office
 Food Production
 Conclusion
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to

Training Manager Ms. RESHUKA SINGH & all Heads of
Departments along with staff members of Jaypee Palace, Agra. I
wish to place on records that the training was imparted in a highly
congenial atmosphere true to the reputation of Jaypee Palace, Agra
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.
HISTORY OF JAYPEE GROUPS OF HOTELS
Company History - Jaypee Hotels
YEAR EVENTS
1980 - The company was incorporated on 29th December, and the
certificate of commencement of business was obtained on 23rd
February, 1981. It was promoted by Jai prakash Gaur & his
associates.
1981 - The company undertook to set up a 5-star Hotel or
international
standards at Vasant Vihar a posh, diplomatic area in South
Delhi.
The hotel comprises of 158 centrally air conditioned rooms
including a number of suites, conference hall, for over 500
persons.
1987 - Effective from 26th June, the name of the hotel was changed
to Jaypee Hotels Ltd from Siddharth Inter Continental Hotel
(India) Ltd.
1988 - The company entered into an agreement for undertaking civil
works
at Rewa at a cost of Rs.8 crores. This was expected to be
completed within a span of 2 years with effect from 1st
August.
- Jaiprakash Enterprises Ltd was amalgamated with the company.

1992 - HMMS division of the company has signed Technical

Consultancy
and
 Management & Marketing agreement with M/s. U.G. Hotels and
Resorts at Shilon Bagh, Shimla.
- HMMS has signed a Memorandum of Understanding with M/s.
Jaiprakash Industries Limited.
1994 - The Company entered into an agreement with Jaiprakash
Industries
Limited for rendering Hotel Technical, Marketing & Management
Services for their Hotel at Mussorrie.
1998 - Jaypee Hotels Ltd (JPL), part of the Jai prakash group, is
seeking a marketing tie-up with a foreign partner for its
hotel.
1999 - The company's exclusive tie-up with Indian Airlines provides
passengers travelling on the Mumbai-Delhi-Mumbai shuttle
service with discounted room rates as well as other
facilities.
2000 - The Company has allotted 2 crores equity shares to the
promoters
companies viz. International Design Engg. Associates Pvt.
Ltd. (185 lacs shares) and Jai prakash Enterprises Ltd. (15 lacs
shares).
2002-Jaypee Hotels Ltd has informed that Shri S G Awasthi has been
appointed by the Board of Directors of the Company as Managing
Director of the company with effect from November 01, 2002 in the
Board Meeting held on October 30, 2002.
2007 -Jaypee Hotels Ltd has appointed Sh. R N Bhardwaj as Director of
the Company w.e.f. July 27, 2007 to fill the casual vacancy caused due to
resignation of Sh. S N Endlcy.

JAYPEE PALACE HOTEL AGRA

This is the only five star super deluxe hotel in Agra that has his own
Helipad and Leisure mall. The Jaypee group today is providing a
very wide range of services to the Indian nationals as well as the
foreign guests. The services ranging from education to construction,
from hospitality to production. The Jaypee group entered the Indian
market and in a very short duration established 9 hotels across the
length and breadth of India. Two of which being established in India.

The various five star hotels under the Jaypee group are:

 Jaypee Palace, Agra

 Jaypee Vasant Continental, New Delhi.
 Jaypee Siddharth, New Delhi
 Jaypee Residency Manor, Masoorie.
 ACCESS

 3-4 Hours drive from Delhi

 5 Minutes from the Taj Mahal
 10 Kms. from the Airport
 8 Kms. from the Railway station
 •

Jaypee Palace Hotel &

Convention Centre, Agra – India
 Hotel Plot 25 Acres
 Guest Room Block 26879 Sqm.
 Central Block 14307 Sqm.
 Convention Centre 6770 Sqm.
 Total Area 47956 Sqm.
 ACCOMMODATION

 350 Rooms & Suites

 262 Twin Rooms

 73 Double Rooms

 14 Suites

 1 Presidential Suite

Dining
 Pavilion Café 24 Hour Coffee Shop

 Grand Buffet Restaurant

 Tapas - Bar

 Tea Lounge

 Paatra - Indian Specialty Restaurant

 C’est Chine – Chinese Speciality Restaurant

 Round The Clock Room Service

 Leisure Mall

CONVENTION CENTRE

 Convention Centre can accommodate 1500 delegates, backed

by the following aides

 Main Convention Hall Capacity 1500 persons

 Upto 8 halls for Parallel Sessions

 Simultaneous Translation

 Satellite Uplink

 Hot line Terminal

 Audio-Visual Recording and Editing facility

 Desktop Publishing Unit

 External Broadcasting Room

 Projection Centre

 Press Room

 Telecommunication Room

Business Centre
 Meeting Rooms With Capacity of 4 to 30 Participants.

 Facilities Include

 Secretarial Services

 Tele Fax

 E-mail

 Internet

 Tele-conferencing

 Mobile Phones

 Interpreter
  Lap-top Computer

 Photocopier etc.

Other Facilities

 Money Changer

 Doctor on call

 Safe deposit vault

 Valet Service

 Travel Desk

 Post Office

 Golf on Request

 Astrologer

 Shopping Plaza
 Banking
INTRODUCTION

The food and beverage department is a major revenue-producing

department in any hotel. There should be a good teamwork to bring out
the success of the hotel and the staff should work hand in hand to produce
maximum output. In Jaypee Palace, Agra the F&B department has an
edge over rooms division because of the major revenue earned from
banquets.

The various Food & Beverage service outlets in Jaypee Palace, Agra
are :

Pavilion Café ( COFFEE SHOP ) : The coffee shop at Jaypee Palace,

Agra service basically continental , Mexican, Italian and Chinese
Cuisine .

GRAND BUFFET RESTAURANT ( RESTAURANT ) : This is the

multi - cuisine specialty restaurant serves Indian dishes ( North- West
Frontier & Hydrabadi )
 ON THE ROCK (BAR): This bar is next to the Grand Buffet
restaurant serves.
ROOM (SERVICE) : It caters to the requirements of all the in-
houseguests , offering breakfast, launch and dinner and in- between
nears as well as beverages. It serves Indian, Continental as well as
Chinese specialties .

Duties & Responsibilities of F&B Department

Food and Beverage Manager

Is responsible for the implementation of agreed policies or for

contribution to the setting of catering policies. In general he is
responsible for

1. Ensuring that the required profit margin is achieved for food and
beverage are in each financial period
2. The purchasing of all material required.
3. Ensuring that qualify in relations to the price period is maintained
etc.

Restaurant Manager

1. To oversee the proper arrangement of the tables, chairs, service

equipment, table settings.
 2. He takes a briefing before each meal to inspect the personnel
appearance of staff.
3. To see the correct quality of food served.

Room service Manager

1. He goes through the room service pick up/ clearance file.

2. He checks the movement list sent by the front office.

3. It is his responsibility to see that all special items like cookies,

fruit basket, nut plates and drinks kept in the rooms.

4. Scheduling the staff.

5. Handling guest complaints

6. Prepares duty rosters for the staff.

Banquet Manager

Is responsible for all the banquet l parties held in the hotel. He/she
ensures that all arrangements for banquets are made in advance. He/she
supervises the banquet party held in the hotel and work being done by
captains and stewards.
Request mangers is also responsible for setting booking, arranging
and serving of all banquet functions and arranging local publicity
after obtaining permission from the people arranging banquet.

Banquet Supervisors

Senior Captains

Senior captains in respective restaurants are responsible for proper

arrangements in the guests and ensure that toad is served in orders. They
take the briefing for wait before every meal.

Captains

Works under senior captains. They are allotted some section inmate
restaurants or banquets. They are responsible to serve the food for the
guests and to present the bills for payment.

Steward

He acts by instruction for the captain. He/she generally plates upon the
table, cleans the table after each course some preparatory tasks of
cleaning is also carried nut by the steward.

Management information system.

Consists of

Daily sales record

Attendance register

Stock inventory registers

Stock requisition book

Food and beverage cost Factors

The costs of operating a food and beverage service are influenced by

several factors, including food costs, staff size and methods of
purchasing receiving storing and issuing supplies.

Purchasing controls

Food and beverage purchase may be ordered up to six months in

advance of their projected use. The executive chef, food production
manger, meat poultry, seafood, produces grains and other required
ingredients Forecasts prepared by the food and beverage controllers are
caused to predict the amount of each item that will we required .
Suppliers are selected on the basis of price comparison and testing
for quality . A market report prepared by the controllers staff compares
the price of various suppliers for items such as meal , poultry and
produce . Samples may be purchased for testing . One test, a yield
analysis determines the amount and cost of individual serving. One
test, a yield analysis determines the amount and cost meat and
poultry purchases .

Receiving , storing and issuing supplies

When food and beverage orders k are received ,they should be

inspected immediately to verify compliance with the k hotel’s
specification. Receiving records are prepared , noting the quantity and
price of each items and the department to which it will be issued or
the storeroom where it will be kept .

Food and Beverage operations

Proper storage of foodstuffs is an important factor in cost control . For

ex dairy products have limited shift that can be extended under
proper storage conditions . Petty thefts by employees if food stuffs
from storeroom inventories are also a potential problem. Access to
food and beverage storerooms should be restricted to authorized
personnel .

Before the storeroom supervision or steward issues food and

beverage items a requisition should be presented. As the need for a
food and beverage item arises. The chef as head tender s writes out
a requisition are prepared in anticipation of future needs, so that the
kitchen as bar does not run out of any item during service hours. The
steward should maintain a logbook of each item issued, including the
requisition number , date, authorizing signature , and party to whom
issued.

Controlling Food Production Costs

Standing recipes and standard portions are used in food production to

maximise the usefulness of each ingredient . A standards recipe is a
set of instruction for preparing every menu item. The recipes usually
are printed on cards and distributed to every member of the food
preparation staff. The cooks are required to follow each recipe precisely
.

A standard portion is the preset amount or number of each

ingredient is to be used in an individual serving . A standard portion
of meat ,poultry, or fish may be set by weight for example ,4
ounces of beef sirloin , 2 ounces of pork tenderloin and so forth ,
portions of other items may be set by size and number for example ,
on small potato, six medium prawns and so forth .
 PAVILION CAFÉ

Pavilion the new coffee shop, has shifted at the LOBBY Level,
open round the clock that is for 24 hours . It serves all the different
types of cuisine ‘s which includes Indian , Continental , Chinese ,
Tandoori Mexican & Indian and various other items such as shakes,
ice- creams etc. In the coffee shop they also served alcoholic and
non- alcoholic beverages . The license to serve liquor in the coffee
shop is the 1-20 the entire coffee shop is a wooden paradise . In the
coffee shop the “ DRAUGHT BEER” is also served in the fancy glass.
The ceiling is lighted with small & colorful chandeliers. The big
picture are hanged on the walls of the coffee shop, worth Rs. 11 lakh
are imported from America.

The coffee shop has a view of deep blue swimming pool. It is a very
pleasing sight for the guest who is seated there. There are a total of
56 covers with a maximum seating capacity of 102 guests . The tables
& chairs are made up of wood , which is very light in weight . One
man statue is also standing out there . The billing machine is placed
at the entrance of the coffee shop. There are two stations to handle
the entire restaurant , A sparate bar counter for preparing drinks . There
is one set of television for the entertainment of the guest . However
there is one set of televisions for the entertainment of the guest .
However there is a draw back in the restaurant and that is; Chinese
food is served only between 11:00 am. To 3:00 P.M. And then from
7:00 p.m. to 11:00 p.m. There are a total of 10 men to serve the guest.
A total of 4 captains headed by 2 maintre’de’s. There are various
schemes offered at the 24 hours shop . The most famous being buy
one get one free. As the name suggests a guest order one item he gets
the second for free . However this is functional only between 8:00 p.m.
to 3:00 am. Another schemes offered at coffee shop is HI-TEA
BUFFET in which six deferent types of snacks & free beer, coffee,
tea , soft drinks ( its upped the which he likes to have ). The total
charge for this is Rs. 275 + taxes .
During the morning time for breakfast a buffer is laid out for the guest
to help himself . At fixed price plus taxes . Fresh Juices are also
served in coffee shop.

The Grand Buffet RESTAURANT

This restaurant has the distinction of having Agra’ s most widespread

and largest buffet to all the meals. This restaurant has a total number
of 186 covers. The timings for this restaurant are from 7:00 to 10:00
A.M. and then from 12:30 to 3:30 p.m. and then 7:30 to 11:00 pm. The
afternoon time is very busy for the staff, as they have to handle the
buffet even though the guests serve themselves . 06 vegetarian and
09 non- vegetarian dishes, 13 desserts and a minimum of 15 salads . are
served . The rates for the buffer are only Rs. 375.00 + 17% taxes per
person . If a group of more than 10 people are registered to have
lunch then they are entitled to a special rate of 275.00 inclusive of all
taxes .

The entire restaurant is decorated with antique pieces like wooden,

bronze and iron articles. The floor is made of pure white marble and
so are the walls . The walls are adorned with classis paintings and
hanging plants. The ceiling is topped with huge chandeliers , which
look graceful when the lights are turned on. There are 4 stations to
handle the entire restaurant named A., B., C., & D. The cutlery used is
pure silver and even the sow plates used are too made of silver .
Guests prefers the lavish Indian dishes, which are considered to be
amongst the best in the city . However , the other dishes are also in
great demand by the guests.

TAPAS – Bar
2. Minimum age for consumption of alcohol & alcoholic Beverages is
25 year. A guest suspected of being below the specified age limit
could be refused admission or service in the bar .

As soon as a guest has placed his/her order complentary snacks like

peanuts & potato wafers are served at this table . these are refilled as
soon as the guest has finished them.

Apart from the above mentioned other complementary snacks are also
served on a daily cyclic basis .

Whisky
 Scotch
 Seagram’s 100 pipers
 Bells
 Black & white
 Haig gold label
 White horse
 Famous Grouse
 Dewars white label
 Chivas Regal
 Royal Salute
 Dimple
 Jack Daniels
 VODKA
 Smirnoff
 Absolute
 Karmazov
 Mischief
GIN
 Beefeater
 Gilbeys
 Gordons
 Directors Special
RUM
 Bacardi Light
 Bacardo White
 Bacardi Black
 Old monk
LIQUERS
 J&B
 Johnnie walker Blue – Label
 Johnnie Walker Black Label
 Johnnie Walker Red Label
 Johnnie Walker Golden Label
 Williams Grants
 Johnnie Walker Swing
 Jim – Beams Bourbon.
 INDIAN PRODUCTS
 Royal challenge
 solitaire
 antiquity
 Mc dowel’s premium
 Vintage
 Peter Scot
 Directors special

BEER
 Amstel
 Budwelser
 Heineken
 Fosters
 Strohs
 Hakke- back
 Pintz
 Kingfisher
 Royal – Challenge
 Peacock
 Campa

PAATRA - INDIAN SPECIALTY

RESTAURANT
 Hotel JAYPEE PALACE, AGARA has a very
good specialty restaurant “CHINS” it serves Cantonese and Sichuan food.
It is one of the finest Indian restaurants in Agra. The restaurant lays
stress on personalized service and all the demands of the guest are met at
the earliest.

1. Greet the Guest according to the time of day .

2. Check for his table preference and name .

3. Seat the guest .

4. Present the face towels & ashtray if required .

5. Offer condiments and clear the face towels .

6. Present the beverage and the wine menu.

7. Take the drink and water order .

8. Present the food menu and explain the specials .

9. Do the beverage and water service .

10. Take the food order and suggest the wine

11. serve the starters

12. Check for satisfaction.

13. Clear the starter plates.

14. Relay the cutlery and place the main course chutneys .

15. Serve the main course and ask for repeat drink or serve wines
as required .

16. Check for satisfaction.

17. Clear the main course plate and condiment .

18. Serve the toothpick and face towel.

19. Crumb the table if required .

20. Change ashtray regularly as per standard ( one bud )

21. present the dessert menu.

22. Take the dessert order .

23. Relay the cutlery .

JAYPEE PALACE HOTEL & CONVENTION CENTRE, AGRA

CONFERENCE & MEETING

 Are
Dimensions Seating Capacity
a
Sit
VENUE Clas
U dow
Sqm Leng Wid Heig Theat s Recept
Sha n
. th th ht re Roo ion
pe Buffe
m
t
Convent 1500 150 615 990
2000
ion Hall 980 40 24.5 6.4 3@50 3@ 3@ 3@500
3@3
0 65 205 30
Banquet 350 70 230 500 375
Hall 376 25.5 14.8 3.5 2@12 2@ 2@ 2@25 2@1
5 40 115 0 85
Meeting
23.2 8-
Room 1 5 4.65 3.1 - 14 - -
5 12

Meeting
23.2 8-
Room 2 5 4.65 3.1 - 14 - -
5 12

Meeting
23.2 8-
Room 3 5 4.65 3.1 - 14 - -
5 12

Meeting
23.2 8-
Room 4 5 4.65 3.1 - 14 - -
5 12

Confere
nce 85 12.5 5.5 3.1 85 - 40 75 60
Room
Pavilion
Height 180 15 12.5 125 45 50 150 100

Pavilion
of China 220 15 15 125 45 50 150 84

BANQUETS HALL
Pool
View 220 15 15 125 50 45 150 84
Pavilion
 Room Service

The Room Service is a very important outlet of the Food and

Beverage department. It provides food and beverages guests in their
rooms as and when ordered by them. The food is served at the exact time
stated by the guest. To avoid any delays, there is a separate Room
Service elevator, used exclusively by the Room Service staff to provide
quick and efficient service to the guests.

Generally, food and beverage orders for 2 to 3 guest are sent on

Room Service trays which are set up with all the essential cutlery and
crockery. But if the order is for a number of items or for more than 3 to 4
guests, special Room Service trolleys are used to serve the order. These
trolleys are collapsible and when opened, have a round table shape.
Below the tables are placed food warmers which keep the food warm

There is a separate Room Service Order Taker’s cabin which has 2

MICROS placed for Room Service Order Takers. As and when the guest
call is received, the order is taken by the Order Taker (generally a lady)
and a KOT is printed, which comes out at the printer near the
Supervisor’s desk. The rest of the KOT procedure is same as other
outlets.

After the order is served by the Room Service steward, a courtesy

call is made by the Room Service Manager to check with the guest that
everything is alright.
The room service consists of the following sub-departments :-
a) Room Service
b) Amenities Cell
c) Mini Bar
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 3 copies – 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 Chins kitchen, Main
Kitchen .
f) After the food is picked up, it is kept on a tray which is kept at the
Supervisor’s desk. The Supervisor checks the order before it goes
to the room.
g) Accompaniments of different foods (Indian, Chinese) etc. are also
placed.

STANDARD ACCOMPANIMENTS :

INDIAN FOOD : Achar, Chutney, Papad.

CONTINENTAL FOOD : Bread Rolls, Butter, Jam.
CHINESE : Red chilly paste, chilly vinegar,
Soya sauce.

AMENITIES CELL

What are the various Categories ?

a) The requisition for amenities to be placed in each room comes

from the front office.]
b) Amenities that are placed are – Fruit Charlie, Mini-Charlie, BOW
(W). 10, 12, 21, 32 piece Jaypee chocolate boxes.
c) The requisition sent by Front Office is given at the time the
amenities have to be placed in the room before the guest arrives
and other replenishments are also done.
d) The occupied rooms are cleared of amenities
e) The amenities to be placed in the rooms accounts to the requisition
in the fruit basket list
f) If there is a DND sign then a card is slipped under the door
informing that someone had come to place amenities and the guest
could call the Room Service.

ROOM SERVICE DOOR KNOB BREAKFAST MENU CARD :-

This card contains the Breakfast menu, the time at which the order
is required and the room number which has to be filled in by the guest.
The guest may tick the item he wants to order for breakfast. The card is
then again hung with the door knob outside the room. The night shift
staff of the Room Service collects all these cards from outside the rooms
and the order is thus sent to the guest room at the stated time in the
morning. Fresh door knob menu cards are placed in the rooms by the
Housekeeping department.

BASIC TRAY SET-UP FOR TEA/COFFEE ORDERS:

 Teacup
 Saucer
 Tea Spoon
 Sugar Bowl
 Tea Strainer with slop basin
 Milk Pot
 Tea Pot and a pot of hot water with a ‘HOT WATER’ tag.
For Coffee, no hot water is placed separately.

 While setting up a tray, the first thing that is checked on the KOT is
the number of guests according to which the cutlery and crockery
is placed. If the number of guests is more than 4, then a Room
Service trolley is set-up instead of a tray.

 Open Orders: These are orders for food items, which do not
appear on the menu i.e. those, which are not, listed in the Micros
e.g. curd and rice. Such orders are priced by the Room Service
Manager at his discretion
  Wake up orders: Many a times, guests call up the Front Office to
request for a wake up call in the morning. They generally order for
tea or coffee to be sent at the stated time. The Front Office
forwards such orders to Room Service. Such orders are referred to
as “wake up orders”

MINI BAR

The following beverages are placed in the Mini-bar.

NAME QUANTITY

1. SOFT DRINKS 4

2. MINERAL WATER 2

3. SODA & TONIC WATER 3+1

4. BEER 2

5. SNACKS (PACKET) 2

Every morning room Mini Bar is checked for consumption

and replenished. The service personnel notes down each consumption,
and during departure or check out Room Service is informed by the Front
Office. The steward goes to the particular room and checks for
consumption and informs to the supervisors and cashier and guest is
charged accordingly
LAISURE MALL

It is a outlet that provides different type of indoor & Video Games

to the guest on payment condition. It is the only leisure mall in
among The Agra’s Hotel that provides games facilities to the guest,
Timing for opening of this outlet is 10 : 00 Am to 12:00 Pm for all
Seven days.
 HOUSE KEEPING
HOUSEKEEPING-AN OVERVIEW

No work is menial. As far as the housekeeping is concerned it is the

backbone of the hotel. The housekeeping department is responsible for
the upkeep and maintenance of the entire hotel. One of the first
impressions, guest forms when he walks into the hotel is a reflection on
the housekeeping department – how clean, spick-n-span and well
maintained are the surroundings. No hotel can function without this
department because it oversees everything from the guest rooms, public
areas, laundry, and linen and horticulture and flower arrangement to
maintenance of housekeeping equipment, which is now becoming
increasingly high-tech.

Considered a back of the house operation earlier, the perception of

housekeeping has undergone a sea change. Now, not just managers but
staff at all levels including the housekeepers are being encouraged to
interact with guests. Since the feedback they receive is the first hand, it
simply helps the management to respond promptly to the guest
requirements. This also helps update guest history more accurately.
Increasingly more responsibilities are being delegated to the
housekeepers who are being groomed as Guest Service Agents.

House keeping is a department that essentially works with cleanliness and

hygiene of a hotel as well as all ancillary services attached to it. It is also
responsible for the aesthetic upkeep of the hotel, for the guest first casts
his vigil on the décor of the hotel. This is deciding factor as to weather
the guest likes the hotel for there is no second chance to make a first
impression. Therefore the housekeeping department place a very
important role in ensuring repeat clientele.

House keeping can be defined as the heart of the hotel. It is one of the
most important departments of the hotel. In fact no hotel can run without
the housekeeping department. It provides for a clean, comfortable and
safe environment. It has to co-ordinate with all the other departments for
the smooth functioning of the hotel. It includes all factors that lead to
comfort, cleanliness and service of the people occupying the rooms in the
hotel.

The main aim of the department is to keep the rooms appearance

appealing at all times and thereby push the room sales. Cleanliness is the
primary function of the department and the secondary function includes
the accessories that are added on to the areas like flower arrangement,
supplies etc. In hotels it takes on organized approach and a technical
understanding for the housekeeping to cope up with the volume of work.

The Housekeeping department is spread all over the hotel. It has floor
supervisors and room attendants who carry out the cleaning of the rooms.
It also has a laundry for the washing and ironing of clothes. It also has
specialized crew such as Chandelier cleaners, Carpet crew, Glass
Cleaners etc. The department also has a Housekeeping desk to monitor
and operate all its activities.

Linen room

It is one of the most important sections in the HK. All the

departments depend on the linen room to get their linen and uniforms
laundered.
 Linen Room supervisor heads the linen room. The soaked linen is
collected & counted in front of House Man for the right count. The
damaged and badly stained linen is kept aside. Warning is issued to the
person responsible. The description of soiled item, soiled count, clean
linen received, balances and other remark is entered in linen exchange
slip. Clean linen is given in exchange against the number of soiled linen.

HOUSEKEEPER’S REPORT

A Housekeeper has to prepare a report known as the occupancy report in,

which the current status of the room is given . All the occupied room,
vacant room , clear room, and rooms etc is listed on this report . The
report is prepared and sent to the reception thrice in a day . The timings
are 10:00 am. , 3:00 p.m. Daily. These reports are then tallied with those
of the reception and the discrepancy report is then prepared basically to
know the latest position of the rooms. The report must have the signatures
of the supervisor who prepares and sends the report down to the front
office .

HOUSEKEEPING DESK WORK

The supervisor at the housekeeper’s desk has to do all the paper work of
the department. The floor supervisor give him or her the general
complaints on the phone. Complaints regarding the rooms on various
floors. Also the complaints in public area and all the areas under the
housekeeping department Then he writes them down the complaints
register and also files in the complaint slip which is sent to the
maintenance department on a daily basis.
The complaints are noted down and depending on what time they are
received from the floor they are sent to the maintenance department. The
supervisor on the desk sends these complaints thrice a day and the
timing are 10:30 am. 12:00 Noon and at 2:00 P.M. in the day. The first
thing in the morning that the desk supervisor does is that of marking
attendance and giving out the duties to the staff. The supervisor then fills
in a grooming register. He also prepares a duty chart. The housekeeper’s
report better known , as the occupancy report is also prepared . This is
done twice in a day. The distribution of clean and vacant room to the
reception is also the job of the supervisor. He is one who receives all the
guest calls for special requests. He also enters the lost and found articles
in the register .

ORGANISATION STRUCTURE OF THE HOUSEKEEPING

DEPARTMENT

EXECUTIVE HOUSEKEEPER

DEPUTY MANAGER
Linen Keeper Floor Manager Florist Laundry
Manager Linen Maids Assistant

Supervisor Washing M/C

Dry-cleaning Flatwork Irnor Operator

Operator Operator

Room Maids Cleaners House Porters Cloakroom

Attendants

The desk supervisor plays a very important part in the housekeeping

departing. Though it is a sitting a job and people may think that there is
nothing much to do in this job , they are wrong. This job requires whole
lots and has to be carried out very effectively .

Laundry

The importance of laundry is inevitable as it processes soiled linen

and uniform and supplies clean linen and uniform on daily basis thus
playing an important role in maintaining high standards.
 Valet Service

One of the primary roles of the laundry is to provide valet service

to houseguest. Valet is one who be there on call to the guest, fetches
soiled clothes from guest room and returns them with whatever service
the guest demands.

This service needs the guest to fill up the dry cleaning list with his
room no. and any other special instruction. The valet inspects each soiled
garments for tears or stains so the guest doesn't hold the laundry
responsible.

After the necessary service, valet gives the clean cloth to the guest
charges are posted from the laundry to the cashier.

LAUNDRY PROCESS INCLUDES:-

1. Sorting- On the basis of type of fabric kind of service required and

degree of soil age.
2. Washing & dry cleaning- The garments are washed, dry cleaned in
the machines provided separately and are not mixed with each other.

3. Ironing- It's done by: -

a) Calendaring machine- this is a very large machine, which consists of

several, heated and well padded rollers, which iron the article as it
passes through. The machine is generally used to take a double
sheet.

b) Hot Head press- consists of 2 flat surfaces, which are hot. The
garment is kept between the surfaces, which gets pressed.

c) Steam press- Similar in principle as the hot head press, except that
the surfaces have perforations through which steams passes.

d) Shirt press- Specially designed for gents shirts to give their proper
contours & creases.

Other large equipments used are:-

1) Washing machine - A large machine which moves in alternate

directions to have agitation. A suitable detergent, hot water at 85-940 C
bring about the cleaning action, after which it's rinsed several times.
2) Hydro extractor - This machine whirls the water out of the articles.
The clothes are removed when they have 25% water left. This is
recommended for effective droning.

3) Tumbler - Certain articles like towels, bath mats, which have a wooly
texture, are dried in tumbler to retain their fluffiness.

Chemicals used are:-

1) Soap oil -Liquid emulsifier to remove mineral oil and greasy oil.
2) Fabric Softener: - Neutralizing agent
3) Soda ash: - Surfactant
4) Clax 100: - Detergent.
5) Clax 200: - Heavy-duty detergent
6) Sodium Hypo chloride 3: - Dry cleaning agent & bleach
7) Perchloroethylene :- Dry cleaning solvent

There are different type of service charged .

1. Normal : Laundry received before 0900 hrs. & Is returned

on the same day on 1800 hrs. and charged 10% tax

2. Express : Laundry received between 0900 hrs. and 1100 hrs.

is returned on the same day after 1800 hrs. With 50% extra
charges + 10% tax.

3. For Hours : This type of service is special service provided to a

guest. Guest is charred double the normal rate i.e. 100% extra
+10% tax between 0900 hrs. To 1800 hrs.

Payments are not made at the time of delivery rather the bill is
posted in the guest account in the computer & thus all the payments
are made by him at the time of check out.

Public Areas

Public area comprises of main lobby, clock room restaurants, swimming

pool, executive office etc.

There are two supervisors who are in-charge of public areas for the
morning and evening shift. In the morning there are 15 houseman
working under the supervisor. The houseman are assigned with the
cleaning of particular areas. The cleaning of the restaurant is done before
mis-en-place starts.

The cleaning of the public areas has to be well planned. It should

be cleaned when there's no rush causing minimum inconvenience to the
guest.

The spotting of the carpets is done once in a month. The lobby

should be cleaned during nights as it would not cause inconvenience to
the guest. The spring cleaning and scrubbing of the public areas in done
by the night shift staff. The carpets and upholstery of the restaurants is
done everyday by the morning shift staff.

The work on the floor is divided into two categories of workers :-

a. Public area Supervisor .

b. House man.

c. Cloak Room Attendants

Public Area Supervisor :

Firstly in the morning shift, supervisor checks the logbook for any
pending area cleaning of the last shift. There after , he disturbs the
public area cleaning accordingly, supervisor any special decoration or
arrangement in the banquet hall, decoration in the lobby on account of
special occasion. The public area supervisor looks after the cleaning of
the club Royal floor and business lounge also. He checks for all the
maintain required in the public area for example polishing required, any
fittings to be fixed, electrical complaints , etc.

Cloak Room Attendants :

Cloak room attendants for both ladies & gent’s guest cloakrooms are
also appointed by the housekeeping their involve .

1. keeps the guest cloaks room spic & span

2. Replenish guest cloak room supplies like :
i. Hand towels.
ii. Face towels
iii. Liquid soaps
iv. Moisturizers.
v. Toilet rolls.

3. Help the guest if required.

4. Inform the housekeeping desk of any complaints regarding the

guest cloakroom.

GUEST AMENITIES

Given below is a list of the various amenities provided to the guests in

their room. ( Supplies )
 Soap - 2
 Shampoo - 2
 Bubble- bath
 Moisturizer
 Shower- cap
 Soap- suds
 Tissue Paper
 Hangers - 6
 Toilet – supplies

Not working or t.v. is out of order. Etc. There are lists of complaints,
which are taken down by them. They are as follows :

 Toilet or lamp (s) bulb fused.

 Tube light not working .
 Telephone, t.v. out of order.
 Fridge not functioning .
 Furniture broken
 Glass cracked.
 W.C. Seat covers loose.
 Flush leaking .
 Main door lock defective .
 Carpet torn.
 Sheer curtain to be replaced & so on.

Any sight fault too is down by then and these complaints are then sent
down to the maintenance department these complaints are sent to
maintenance thrice a day, the first at 10:30 am. And the second at 12:00
noon and the third at 12:00 pm The floor supervisor has to clear rooms
and give them for to the desk where the room status given to the
reception .

The curtains also have to be looked after by them. The skirting of each
room also has to be neatly cleaned. Even the under bed are checked in
order to locate any kind of unwanted item in the room. The supplies in
the room have to be replenished by the housemen. Then of course the
toilet has to

ROOM – SUPPLIES

 Letter heads --4

 Geeta & Bible
 Mineral Water bottle --2
 Glasses --2
 Confidential --1
 Candle --1
 Match Box--2
 Envelopes - 4
 Pens -2
 Breakfast card -1
 Room- service menu card
 Comment – card
 Sewing kit
 Telephones -3
 CLEANING OF THE ROOM

 Leave the door wide open until work in the room is completed.
 Turn on every light, if any bulb is burned our report immediately and
switch off the lights.
 Immediately report any damage to the room, furniture and
equipment.
 Any article left by the guest in a departure room should be reported
immediately.
 Hang any article of clothing found on the bed, chaffers or furniture,
neatly in the closet.
 Printed material, magazines and other papers, which are not in the
waste paper basket, should be placed neatly on the dresser.
 Empty all the ash – trays in the waste paper basket spread a
newspaper on the carpet and empty your waste paper basket on it.
Never put your hand inside the basket (there might be BLADES
INSIDE), make sure cigarette butts are not burning before you wrap
the waste the waste in the newspaper dropped there by mistake.
 Gather all soiled linen and other waste from the bathroom strip the
linen from the bed, shake the linen out thoroughly over the bed to
make sure that no clothing or other articles are mixed with the linen.
 Should the bed lined, mattress are wet, stained or torn report it at
once.
 Gather all soiled linen in bundle and take it to the hamper on your
trolley. Be carefully not to overload the hamper.
 Bring the clean linen and make the bed.
 Check and replace the guest supplies.
 Clean the wardrobe shelves and rod. Keep 16 hangers in room. Keep
three laundry bags on the top shelf with laundry lists. Dust the inside
doors, wardrobe floor and corners.
 Open the dresser drawers and clean them. Place the prescribed guest
supplies in the appropriate drawers, the item and amount is given on
your checklist.
 After providing the night service, keep the bed spread on the top
shelf of the wardrobe the luggage rack in case shelf has no space.

BATHROOM

 Remove all the guest and Hotel article from the marbles top of the
wash basin i.e. gargle glasses, ashtray etc.
 Remove soiled linen including bath mat and rug.
 Clean the light fixtures.
 Clean the mirror with wet cloth and then give shine with old
newspaper.
 Clean the wash basin and marble top with VIA and sponge tines with
tap water and dry it with towel duster. Replenish guest supplies and it
arrange neatly guest and hotel articles removed in step no. 1.
 Clean water clots with Vim and brush from inside and outside.
Sufficient phenol may be used to the W.C. keep three hygienic bags at
the neck of water closet, close seat cover and put on satire band.
 Wipe and dry show curtain with towel duster and keep away when
washing the bathtub.
 Washing bathtub with VIM and brush, rinse with clean water and dry
with towel duster.
 Empty and clean the laundry basket
 Spread shower curtains and place it in the bathtub.
 Clean the bathroom/floor with Vim and dry with mop.
 Replace fresh bathroom linen.
 “E” type suites keep bidet towel.
 Always check while cleaning taps, shower and sanitary fitting in the
bathroom for leakage’s and proper functioning (Thinner may be used
to give shine).

WASH BASIN

Toughly chain the inside and outside the basin. Stopper chain and
the water outlet should be cleaned properly. All the chrome fixtures
should be dried with a clean cloth to remove water spot.
 TUBE AND SHOWER

Test water closet, seat and seat cover must be cleaned inside and
outside. Clean the set hinges and flush valve, clean and wipe dry the sear
and use the hygienic band in departure rooms. Disinfect W.C. with
phenol. Never use water from toilet for cleaning purpose. Dust inside the
bathroom door. Wipe off the soiled places. Equipment used on the floor
should not be use in the tub and wash basin.

Replace the rug and bathmat. Turn off the lights and close the door.

DUSTING

Dust the room completely starting with the entrance, door frame
work around the room. Dust all doors, door frames, pictures

windowsills and frames. Dust furniture makes sure nothing is left there.
Dust bed board lampshades and based and telephone.

FRESHENING UP THE GUEST ROOM AND BATH

Air out the guestroom.

Empty ashtrays.

Empty wastebaskets and bin.

If the guest has had service, remove the glasses.

If the guest has had the room service, remove trays.

Check the bathroom for cleanliness.

Replace used towels.

Check bathroom supplies and replenish exhausted items.

Empty the bathroom wastebasket/bin.

Close the curtains.

Turn on the bedside lights.

If a bed has been placed in the room, make sure to supply enough towels,
soaps and glasses for extra person.

Wish the guest, “have a pleasant evening Sir/Madam”.

If the guest is expected to arrive, or it is an occupied room and the guest

is not in:

Switch on the lights and air – conditioning to low.

Check for fused bulbs.

Fold the bedcovers neatly and place either on the luggage track or in the
closet.

Turn one corner of the blanket, together with the second and the third
sheet, side closet to the nit table.

Place a breakfast and the good night amenities on the pillow.

Clean out the dirty ashtrays, glasses and empty waste paper
baskets/binges.
 TURN DOWN THE BED

Pull the night spread gently back, exposing the pillows.

Fold the spread in a three – way fold.

1. Top toward the bottom of the bed, approximately ¾ of the way

down.

2. Bottom towards the head of the bed, approximately ¾ of the

way up.

3. Fold the right side to the center.

4. Fold the left side to the center.

5. Fold one more time and you have a folded spread that will fit on
the closet chief, baggage bench or in the dresser drawer.

6. Pull back the second sheet, blanket and the third sheet in
operation, in to triangle.

a) Double bed room occupied by two persons, follow the same

turn down procedure on both sides of the bed.

b) Twin bed rooms occupied by one person, turn down bed

nearest to bath room. Turn down the bed facing the night
table.

c) Twin bed room occupied by two persons turn down each the
bed facing the night table

Place the Good Night amenities on the pillows.

 ATTITUDE

 Sincere

 Honest

 Hardworking

 Alert

 Sensitive to Guest needs

 Discipline

 If a guest is a repeat visitor then his history number must be fed.

Reservation number is generated and is retained till 3 days after the guest
has checked out.

HOUSEKEEPING OPERATING PROCEDURES

KEY CONTROL

Strict and positive control should be maintained over all hotel keys
at all times.

cloth and table cloth by F&B staff, before bringing it inside the laundry.
All the small pieces should be made in to bundles of ten each.
 1. The linen room/laundry staff should check the quantity at random.
They should also look for any misuse of linen, any detected misuse
of linen should be brought to the notice of the F&B manager before
processing and it should be noted down separately.

UNIFORMS:

All the uniforms should be sorted out in the following categories before
sending them to the laundry.

1. Kitchen Coats and Aprons

2. Kitchen Trousers

3. White cotton uniforms

4. Color cotton Uniforms

5. Color Terry – cotton Uniforms

6. White Terry – cotton uniforms

7. Terry wool Uniforms and dry – cleaning

8. Saris and blouses

On premise laundries have been pioneered in India by the jaypee hotels.

Over the years, technology has changed the way we work today.

Manning has bern an issue for debate and getting the right set of people to
work, as a team has been the prime requirement for any workplace and
for the organization.

All equipment installed needs to be properly handled for efficient

performance. All methods of handling machines efficiently and
effectively come under the label of effective systems, prices and
procedures.It has been a conscious efforts to ensure that all Laundry
Managers and Executive Housekeepers.

PROCEDURES

1. Whenever there is a discrepancy in the number of items mentioned the

guest the Laundry personnel must immediately inform the guest.

2. If there are any undeclared stains or damages on the garment should

be processed only after confirming with the guest.

3. Any special instructions should be mentioned on a blackboard in the

guest laundry section and should be followed strictly.

4. If there are any stains on the garment which could not be removed, it
should be sent back to the guest with a ‘Stain Card’.

5. If the valet is unable to pick up or deliver any laundry due to a

‘D.N.D.’ sign he must place a ‘D.N.D.’ slip under the door.
 THE RELATIONSHIP WITH OTHER DEPARTMENTS

Each department of our Hotel has been established to carry out its own
specialized functions.

Yet each is a part of the whole operation and must coordinate its activities
with those of all other departments are virtually self-contained, but by the
very nature of its functions the Housekeep ring department dispenses its
employee throughout the house.

THE FRONT OFFICE:

Rooms are chief concern of both departments. They must continually

exchange information on room status, front Office makes the discrepancy
report from the Housekeeping occupancy report. (He Should be very
careful in making the list).

THE ENGINEERING DEPARTMENT:

It is housekeeping department’s job to inform all mono repairs before

major breakdown occurs. They must both combine to have the
maintenance done with the least annoyance to the guest.
THE LAUNDRY DEPARTMENT:

The Hotel has its own laundry. The laundry washes the uniforms of the
staff, all kinds of linen and guest linen. Linen bag which is hung on to the
maid’s trolley and when the bag is full, it is emptied outside the linen
closet. The linen is later counted and the total quality is noted down and
then thrown down the chute, which opens, in to the Laundry. These are
then again counted in the laundry by the laundry be the laundry man.
Fresh linen is collected against the list, which contains the total number
of loonies, sent down the chute. For a steady and efficient flow of linen
from the laundry to the Housekeeping and from the housekeeping to
laundry, it is essential to properly sort each category of linen size wise
and those, which are badly soiled and less, soiled.

DESK ATTENDANT DUTIES

MORNING SHIFT 0645 – 1630 HRS

 Prepare room attendant sheet with the following information:

 Expected arrivals

 Expected time of arrival

 In house guest

 VIPs

 Expected departments

 Under repair rooms

 Issue keys and see that they are signed for in the key register.

 Inform the floor executive when the flower comes.

 Check the quantity and quality of flowers.

 Keep the following on the E.H.K.s. Table:

 Expected arrivals

 In house

 Under repair chart

 Send T.S. of required.

 Check emergency item.

 Inform message in time

 Never give store keys to anyone.

 Write maintenance on time and enter the job order number in the
message register against the complaint.

 Under repair chart to be made.

NIGHT SHIFT 2300 – 0700 HRS

 All corridors to be cleaned.

 VIP rooms during & Amenities to be placed.

 In rooms amenities Satabhi Arrival to be placed.

 Elevators to be cleaned.

 Flower room to be cleaned.

 Housekeeping to be cleaned.

 Linen room to be cleaned.

 Linen distribution on all floors equally.

 Asherns to be cleans.
 P.A. work to be checked & mention in the logbook.

CAT A AMENITIES

S. NO. ITEMS UNIT COST TOTAL COST

(RS) (RS)
1 SLIPPERS 21 21
2 COMB 7 7
TOTAL 28 28
TOTAL CAT B COST = CAT C + 28 = 147.12 + 28 = 175.12

CAT A AMENITIES

S. NO. ITEMS UNIT COST TOTAL COST

1 DENTAL KIT 12.48 12.48
2 SHAVING KIT 16.64 16.64
3 COMB 7 7
4 NAIL CUTTER 25 25
5 NAIL FILER 15 15
6 FLOWER 64 64
 ARRANGEMENT
7 EAR BUD 2 2
TOTAL 142.12

TOTAL CAT A COST = BAT B + 142.12 = 175.12 – 142.12 = 317.24

CAT Z AMENITIES

S. NO. ITEMS UNIT PRICE

1 After Shave Lotion 79
2 Eaude Cologne 35
3 Moisturizer (Lakme) 64
4 Soap (Camay) 20
5 Large Comb 5
6 Hair Brush 35
7 Face Wash (Lakme) 34
8 Talcum Powder (Denim) 32
9 Deodorant 84
10 Wet Tissues 135
11 Mouth Wash 45
Total 568
 INTRODUCTION

In countries throughout the world, the steady and continual

increase in size of tourist and hospitality industries continues. In order to
accommodate the world's travelers, the Hotel Industry is also
expanding to keep up with the demand.

For many people it's the look, design or location that creates the
important and lasting impression.

However, the Hotel industry is highly people oriented. It is the

effectiveness, efficiency and warmth of these people, which is what
creates the lasting impression, and it is these same people who, by their
attitude and friendliness, subconsciously attract guest back to the hotel.
Very often the first and the last place the guest comes into direct contact
with the Hotel is the Front Desk. It is the Front Office, which forms the
basic foundation for the hotel staff and guest relation in the future. Its
primary function is the sale of guest rooms available in the hotel by
following a series of preset procedures consisting mainly of reservation
followed by registration and assigning room to customers.
Front Office is termed as the powerhouse of the hotel -It plays a major
role in the operations of any Hotel. It is believed that room sale is the
most profiting mode of income for the hotel. Revenue collected from the
room sales contributes much more than any other departments consisting
more than 70 % of the total sales.
Thus we see that the primary objective of the front office is to receive the
guest, give them a warm welcome, assign them rooms keeping in mind
their taste and preferences and be a customer friendly interface between
the hotel and the guest.
This extremely important department is one of the first points of contact
the guest has with the hotel, and leaves a lasting impression on the mind
of the guest about the quality and service provided. It is therefore, crucial
for all Front Office personnel to be constantly aware of this fact and
realize that, in addition to their routine functions, they are also salesmen
for their hotel and the other hotels in the group.
The Front office is the nerve center of the hotel. It encompasses the
Reservations office, the Reception, and Information desks. For most
guests, contact with hotel is established even before they enter it –
through the reservations office – and this contact with the Front Office is
maintained right through their stay check out.

DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at

1. Bell Desk
2. Reception.
3. Cashier.
4. Concierge.
5. Reservation

INTERACTION BETWEEN GUEST AND THE HOTEL:

During the hotel stay, a guest may require certain services from and
engage in various transactions with the hotel. One or the other section of
the hotel front office mostly handles these. Following is the example of
interaction of the guest and the hotel at different stages of his stay:

Pre-arrival
1. Reservation Office: For reservation of room and assigning pick up
for self.
Arrival
1 Reception: For Registration, Room assignment and issuing of keys.
2· Bell Desk: for Baggage handling and escorting to guest room.

Occupancy
1. Front Desk Cashier: For currency exchange, safe deposits of
valuable articles and Maintaining guest accounts.
2. Telephone : For Telephone calls.
3. Bell Desk : For transportation and news papers.
4. Concierge : For guest mail and other information.
5. Business Center : For various facilities like 'Board Room, F E-
mail, Fax etc.
Check out

1. Front Office Cashier: For Bill settlement and checkout.

2. Bell Desk : Baggage handling and transportation .

TYPE OF GUEST ROOMS

To cater to different needs of their customers, Hotels usually provide a

variety of accommodation products. In other words, the hotel offers
different types of guest rooms for sale, which may vary in sizes, decor or
view. In addition to this, Hotels, also supply special types of
accommodation for particular type of guests e.g. Executive floors for
business people or Suites for VIPs.

Rooms can be classified as follows:

1. Number and size of beds per room

 Single Room : Room with a single bed.
 Twin Room : Room with two single beds.
 Double Room : Room with one large bed.
 Suites : Rooms with two distinct areas i.e. one
for sleeping and one as a lounge area.
2. Decor, room size and view
Hotel Guest -rooms may be group into standard, superior or deluxe rooms
according to their décor i.e. Furniture or fittings, as well as size and
situation.

ROOM RATES :
The Room Rate to the price at which the hotel sells its room :
As the guest's needs for accommodation become more sophisticated there
is all increase in the variation of room rates.
The hotels Room Rate Tariffs may vary according to:
 Time of the %-car
 Class of business
 Services included (eg. meal plans)
The purpose of room rate varies and price discounting is to tailor the
product as closely as possible to the needs of the market.
EXAMPLE :
If a hotel caters to a high proportion of company personnel, it may offer a
special discount of 10-20 % to attract business. The hotel may also offer
a discount of 40-50 % to the company during the slack seasons i.e.
summer months in India.
A Big Hotel offers a large variety of rates for their many different guest,
These are :
a. Standard Room Rack Rate : The standard rate of the room with no
meals, discounts or reductions.
b. Corporate Rate : The standard rates charged for executive personnel
from Business and industrial corporation, who are regular guests.
c. Commercial Rate : The rate which is agreed upon by a company /
travel agent and the Hotel for all individual room reservation

d. Airline Rate : The rate negotiated between the individual Airline and
the Hotel, It's based on the volume of business the Hotel gets from the
Airline.

e. Group Rate: Specific room rate for a group , agreed by Hotel and
group in advance.

It's very important for the front office staff to know what is included in
the room rate and what is an extra charge.

INTER DEPARTMENTAL CO-ORDINATION

HOUSE KEEPING :

The co-ordination between these two departments is of very great

importance for the running of the. hotel. The reason is that the House
Keeping does the up keeping & the cleaning up of the rooms & the Front
office does the selling up of the room or we can say that one prepares &
the other sells it. House Keeping sends the occupancy report twice daily.
. Meanwhile the details-of the rooms are fed into the computer by the
House Keeping department.

Front Office immediately gets the report on their screen. Arrival of any
VIP guest is informed to the -House Keeping well in advance to keep all
the VIP amenities in the room, one hour before the guest checks in the
room. The room verification report helps in preparing the room
discrepancy report also.
FOOD & BEVERAGE SERVICE :

The co-ordination between these two departments is necessary to give the

maximum comfort to the guest. Front Office has to inform the Room
Service well in advance if there are any special food items to be kept for
any. VIP checks ins, for e.g. chocolates, complimentary fruit basket,
wine etc. The service & the clearance of the welcome drink for any VIP
group check in is done by the Room Service staff only. The cash
department of the Front Office deals with the payments made by the
guests for mini bar, in house restaurants, etc.

FOOD & BEVERAGE PRODUCTION :

Front Office informs the kitchen for the preparation of the welcome
drinks well in advance & the kitchen is also informed by the Front Office
through the Room Service for any special cake that the guest has asked
for.

I.S.D. (COMPUTER CENTRE) :

The Computer Centre has to give the Front Office all the support in the
efficient running of the computer systems as the entire hotel is attached to
one network. If the Front Office faces problem in any of the running
terminals then the I.S.D. rectifies it.

ENGINEERING :
All the guest complaints are given to the concierge which at once informs
the engineering departments & it is looked after promptly.

JOB DESCRIPTION
FRONT OFF. MANAGER :
1. He is responsible for the functioning of this department.
2. He checks staff attendances, duty rosters, & sanctions leaves.
3. Staff disputes.
4. He deals Guest complaints.
5. He sets the work standards.
6. VVIP & VIPS are treated as per his specifications.
7. Introduction of new systems viz. The ‘instant reservation system’
needs his consent. He grooms staff in this aspect.
RESERVATIONIST :
1. They should be present all the time in Reservation when is open.
2. They take down reservation request on a form & store them in
whitney racks.
3. They prepare reservation register.
4. They put all the information’s in a computer.
5. Reservationists have a tough time attending guest calls, extracting
necessary information from them & make the reservation.
6. They make cancellation & amendments.

RECEPTIONIST :
1. The receptionist handle two sections – Information & Reception.
2. In reception they greet guests & if they have reservation allot them
rooms.
3. Maintains key rack.
4. Prepares guest Registration Form & posts it the registration in the
computer.
5. They prepare ‘Night Receptionists Report’, Departure Register.
6. They print, Expected arrivals’ report from the Computer.

CASHIER :
1. Handles the cash section.
2. Prepare Master Bill from Computer & explains it to the guest.
3. Posts individual bills in respective guests’ folio.
4. Prepares Encashment certificate, Foreign exchange records, etc.
5. Makes Telephone & Telex bill.

GUEST RELATION OFFICER

Duties & Responsibilities :

1. A smart well groomed, attire, Alert, smiling and Vigilant on duty.
2. Excellent co-ordination with the Lobby Manager, Reception,
reservation and information should know the function of each
section including Bell Captain.
3. Develop memory. Remember the names of the regular and V.I.P.
guests. Sending fruits and flowers to long staying guests to those
who have completed a week’s stay. Notify House-Keeping and
Room Service Departments a day in advance. This is a daily
process.

4. Topography of the hotel. Current activities in the restaurants and

functions. Shopping arcade-various shops. Airlines and their
offices in the premises. To liaison with the respective department
heads concerned.
5. The Lobby, the lounge is always spic and span. Check the plants,
sitting arrangement, check ashtrays, lights, patio reading room,
 main porch curtains. Meet the P.A. Housekeeper every day.
Communicate as fast as possible, write down in the logbook all
your follow up actions. Ensure all pending actions are completed.
6. Should be fully conversant with the arrival procedures arrival list
with instruction, V.I.P’s staying on V.I.P.s arriving for the day and
for the next day. Position of the house.
7. Check the rooms/suites blocked for VIPs and regular guess.
Through knowledge of ckecking the rooms/suites. Check flowers
fruits, stationary, soap basket, special towels weighing machine
balcony, Frigidaire, newspapers, magazines.
8. Maintenance of the guest history cards. These cards should be up to
date. The cards should be to date. The cards required for the day
should be available and each card should be gone through. Pre-
register the VIPs and regular guests with the help of the history
card. Note carefully the “likes” and “dislikes” of this guest and
other information on them.
Call these VIPs and regular guests the next day morning and
inquire if everything is fine with them. Keep informed the seniors
if anything is important. Keep messages for those guests who you
could not contact.

9.(a) Send the logbook to the General Manager for his

information. Keep the Resident Manager/Front Office Manager informed
of the important arrivals. VIPs should be met at the door. If thee are
instruction s to do the traditional welcome, please make the necessary
arrangements well in advance. Inform the front Office Manager/Resident
Manager/general Manager about the arrival in time. Escort these VIPs
to the rooms.
(b) Prior to the arrival of the VIPs, dignitaries etc. Make sure you have
thoroughly checked the rooms and ensure everything is in order
including Flowers, fruits, Soft Drinks, Liquor Trolley Stationery,
Towels with initials soap baskets, Bathrobe (depending upon the
instructions given) magazines, Newspapers etc.

6. Check all VIP pre-registered cards for :-

(a) Correct spellings of the name and other information.
(b) Room No. and key, key card ready.
(c) Flight arrivals, check if the flight is on time. Check if the car is
required to be sent. Check if the Airport representative to receive
the guest.
(d) Correct billing instructions.
(e) Make sure the foreign VIPs are aware of the bills to the settled in
foreign currency.
(f) Check carefully the VIP list daily.

7. You should know the services to be offered from the Concierge

Desk such as :-
(a) Should be thoroughly conversant with airline schedules. Facilities
for confirmation of tickets – refer to TTT or Lobby Manager.
Render positive help.
(b) City sight seeing tours, trip to elephants Caves, important shopping
centers in the city.
(c) Answer specific queries and requests.
(d) Weather conditions and temperatures.
(e) Airport transfers and transporting requirements.
(f) Speedy checkouts of the VIPs and seeing them off. Check tactfully
if the guest has enjoyed his/her stay with us. Give feedback
information to your seniors. Log them in a book.
(g) Co-ordination with Press Relations Executive, if there is one.
Forward correct details well in advance.
(h) Sport activities and facilities available in the City.
(i) Update Secretarial services baby sitting, Resident Doctor.
(j) Ensure there is no gap in communication.
8. Maintain a record of long studying guests shifted to the Flats in the
city.
9. Telephone etiquette, facial expressions, tone, courtesies, and
gestures, showing willingness to help the guest.
10. Always remember and act on the guidelines given on “Assertive
Training”.

LOBBY MANAGER
Present all the time in his desk, this manager is more concerned with the
rapport with the guest than any actual paper work as the F.O. Manager.
At night Lobby Manager looks over the functioning of the department.
ASSISTANT MANAGER – FRONT OFFICE
RESPONSIBILITIES:
 To be proactive to the needs of the client. Visibly available in any
case.
 The Lobby guest movement hours.
 To keep an overall eye on the security, cleanliness.
 Maintenance of the hotel and uphold employee discipline.
 To be fully conversant with the hotel operation as whole.

SPECIFIC RESPONSIBILITIES :
1. Meeting all guests on arrival and departure.
2. Ensure that room blockings are done on time and information
disbursed to relevant departments.
3. Implementation on the VIP checks in procedure - STARGATE.
4. Proactive to arrangements for large block/VIP movements in terms
of transportation, baggage movement, staffing.
5. Ensures smooth group checks in coordination with the Group
Coordinator.
6. Double-checking car pick up’s for all VIP guests.
7. Redressed of guest complaints and logs down incidents requiring
the Management’s attention and follow up with decisions when
necessary. This would also include F&B after midnight.
8. V.I.P. escorting support.
9. Maintain close contact with all long stay guests and ensure that
they are comfortable during their stay.
10.Handling long stay billing.
11.Follow up on credit card balance approvals and feed the codes in
guest billing.
12.Flow up incomplete billing and also on cards that have been
declined for further credit.
13.Authorizing bills in hold and clearance of the same.
14.Removal of liquor and stationary from VIPs Departure/no show
rooms.
15.Verify Red Flag/Discrepancy reports through Security.
16.Actioning the Scanty Baggage Report.
17.Double checking market segmentation of all arrivals of the day.
18.Daily analysis of allowances of the day before the FOM comes in.
19.Authorizes paid outs, allowances and gate passes.
20.On Sundays, holidays and after closing hours acts and receiving
manager.
21.Authorizes liquor amenities.
22.Authorizes wash ‘n’ change rooms with the knowledge of FOM.
23.Authorizes IOU’s.
24.Authorizes usage of lockers only if cleared by the FOM/Duty
Manager.
25.To read and initial incoming fax & telex messages after office
hours & take necessary action.
26.To attend meetings as required.
27.To observe hotel policies & standards at all times.
28.Shift wise gauging of city pressure on sold out dates in
our/other hotels.
29.Reconfirmation of departure dates and timings.
30.Follow up in house departure dates on check in.
31.Checking with FOM in the morning regarding late check out’s and
extensions and implanting the same through Front Desk Guest,
Relations.
32.Maintenance of manual backups at Front Desk of room rack
reports, in-house (room wise and alphabetical), guest’s balance and
billing instructions shift wise in case of a system crash.
33.To check and sign registration cards.
34.Sport checks on maintenance of records at the Bell Desk
35.To regularly patrol hotel premises to ensure that fire safety
regulations and Health and Safety.
36.Taking rounds of the lobby and being aware of all activities in the
areas. Ensures that Security keeps area clean of all unwanted
elements/objects.
37.Rounds to be taken to ensure that the drive way & main porch is
kept clean of traffic and is always in the most presentable manner.
He will ensure that the concerned personnel are stationed outside at
all times to welcome guests arriving/departing from the hotel.
38.Controls Master Keys.
39.Ensures proper functioning of elevators.
40.Handling emergencies arising out of fire, bomb threat, accidents,
illness, death and natural calamities. Must be absolutely through
with laid down procedures pertaining to the handling of the above.

41.Any thefts to be tackles immediately through Security and

FOM/EAM immediately briefed.
42.To put forward ideas in the log books where improvements within
the hotel may be made.
43.Conducting briefing of Bell Desk/ Reception/ FOC/ Concierge.
44.To constantly check on employees’ appearance.
45.Participates in training of Front Desk Staff.
 46.Authorizes night drop for staff if justified.
47.Internal customer coordination.
48.Handling of GRE desk when she is escorting/ meeting/ greeting
guests.
49.Relieving Guest Relations/concierge during meal hours.

RECEPTION

It plays an important role in the front office setup. This is the first
section where the guest comes in contact with a hotel employee. It is
located in the Front Office and it deals with functions, the main one
being checking in or alloting rooms for individuals or groups.

When the guest arrives at the hotel, he first approaches the

reception counter to give in his name if he has a reservation, If the guest
has booked a room in advance then a reservation card with all the details
are printed and kept ready.

In the case of a walk-in, the receptionist fills out the registration

card and checks the computer for vacant rooms. The receptionist checks
up with the assigned rooms report also to ensure that the room allotted is
vacant. The key card is filled up and the appropriate key is placed in the
card and handed over to the guest. For registration, everything is done on
the computer. Hence manual labor is saved on as the guests check in and
are billed directly through the computer as the entire hotel operations runs
on computer.

A group coordinator always awaits the group to check in. The

group leader is then taken to the Bell Desk/Side desk, here the group
coordinator checks with the rooming list. The group coordinator allots
the keys along with the key cards. The rooming list is also needed to
identify the guest baggage. The bellboys then carry the baggage up and
in this manner a group is checked in.

ROOMING LIST

This is like a form, which stays with the group co-coordinator. It is

needed during the time of checking in of a group.

It states all the names of the number of people in that group, in the order
they want to stay. This means that the type of room whether single,
double and triple is mentioned.

It is through this list that the rooms are allotted and the guest baggages
are identified.
a.
b. The PioneerAsian Age
c. Observer
d. Economic Times
e. Financial Express
f. Business std.

INTERNATIONAL
a. International Herald Tribune
b. Financial Times
c. AT
d. Asian Wall street Journal

SENIOR BELL CAPTAIN

Primary Function :

 He is responsible to the lobby manager for the conduct.

Appearance and work performance of the Bell captain and Bell Boys.
Duties and Responsibilities :

1. Controls movement of Bell captains and bellboys.

2. Ensure proper grooming of his staff.

3. Prepares duty list and allocation of work for the staff.

4. Checks with the reception about scanty baggage (S.B.) check

5. Protects the interest of the guest and of the hotel.

6. Reports irregularities of suspicious persons to the Lobby manager on

Duty.
7. Assist the Bell Capital in Peak Period.

8. Checks rooms discrepancy reports.

BELL CAPTAIN

Primary Function

He is responsible to the Senior Bell captain and works at the Bell

captain’s desk, in the Lobby controlling activities of Bellboys during the
post of his shift.
Duties & Responsibilities:
1. Role and responsibility of a bell Captain.

2. Taking over properly from the earlier duty-bell captain going.

3. Taking the stock of the luggage, parcels and any other material.
4. Taking the stock of the Bellboys reported for duty. Ensuring that each
Boy is well groomed. Briefing the bellboys on his shifts. Report to the
Lobby manager after taking over.
5. Through knowledge of the topography of the hotels, shops airlines
offices, executive offices.
6. Handling luggage of FITS, group’s airline crew efficiently with full
control over the Bellboys, maintaining the control chart/lobby
Attendant record sheet.
7. Bell Boys briefing the guests while escorting to the rooms as well as
guest from facilities.
8. Through procedure on arrival and Departures. Writing out the L.A.E.
cards for departures.
9. To be able to carry out different an errands for the guest and.
10.Proper distribution of newspapers and control thereon.
11.Keeping stock of the equipments, trolleys, and ensuring that they are
in working order.
12.Upkeep of the Lobby and Lounge area, reporting to seniors any
unload happening.
13.Luggage storage procedure and upkeep of the baggage. Room.
14.Maintaining and keeping the Bulletin Board/function Room board up
to date.
15.Looking after V.P.O. charges, keeping postage stamps available for
guest requirements.
16.May be required to take over the duty of bell Boys during peak
periods.
17.Any miscellaneous duty assigned by the Lobby manager.
18.Paging the guests Co-ordination with the information and Reception.
19.Prompt in attending the telephones. Talking precisely and ensuring the
telephone is not busy unnecessarily.
20.Keeping and delivering the letter/packets/parcels etc. Brought by
outsiders to be given to guests careful handling of fragile items.
21.Vigilant and alert on duty.
22.Always smiling on duty.

ARRIVAL

On check in of the guest, the Bellboy is given on Errand to go and leave

the guests belongings in the room. It notes down the date, Attendants
name, and guest name room number, Description of baggage.

DEPARTURE
BELL BOY ERRAND CARD
When a guest is checking out then a departure card is gig van to the bell
boy, till the time the bell boy is in the room he also has to check if all the
equipment is in perfect cooking order and has no damage. It notes down
the attendant Numbers, Date, Room Number, guests Name, clearance
from Cashier, reception, Information.

BACK OFFICE

The Back office generally does all the paper work on a guest arrival. The
people in the back office are not constant. The Receptionist from the
From Desk come in and do the work, However, there is a telephone
operator to handle all calls. The receptionist from the front Desk come in
and does the work, however, there is a telephone operator to handle all
calls. The receptionist also has to attend calls and give information to the
guests, outsiders generally call to ask whether a particular guest is or not
as they would like to speak to the party concerned. Then the Receptionist
looks up the guest by name menu and checks the guest room number. The
guest’s call up themselves to ask for information on the hotel, like pool
and restaurant timings, the channels for the T.V. and other small details be
would want to know.

There is direct dialing from all guests’ rooms and he need not go through
the telephone department. Any messages for the guest are also entered
into the computer. Two copies are printed. One is sent to the guest room
and the other is kept in his mail and key rack. When a message is entered
into the computer. A red light on his telephone shows, telling him to call
to get his message. Once he calls his message is deleted. All message for
in house guests are deleted by midnight.
When a receptionist checks a guest in on the computer, she does not have
much time to enter all the details. So all the passport details and address
and the next destination, etc, are all entered into the computer in the back
office. Then the registration card is separated from the bard card and it is
filled. The bard card is sent to the cashier along with any correspondence
from or on behalf of the guest to the hotel, after being checked by the
Lobby manager.

REPORTS

MANY REPORTS ARE PREPARED BY THE RESERVATIONS

There is a whole list of reports to be printed such as :-
 Assigned Rooms Report.
 Available Rooms Report.

 Check out Rooms Report.

 House use Rooms Report.
 Occupied Rooms Report.
 Guest list by Room number.
 Check in Report.
 Room charge Report
 Discrepancy Report
 Crew Report
 Missing keys report.

Assigned Rooms Report

Assigned rooms report is a report of all the rooms, which have been
already allocated to the guest by the concierge. The receptionist cannot
give these rooms to the other guest.

Available Rooms Report

This report shows all the rooms, which can be given to guests as they are
vacant. A fresh available report should be printed as often as possible as
there are so many guests who check in and so many who check out.
Check out Rooms Report
This report shows all the rooms that are vacant, but are not yet ready to
give guests as the housekeeping department has yet to service them. They
make check out rooms available.
Occupied Rooms Report
This report shows all the rooms, which are occupied. This is given to the
bellboys every morning for them to issue newspaper.

RESERVATIONS

Reservations as the name suggest handles reservation of rooms in TOND

outstation reservations are taken by the IRS (instant reservations).
Reservations are the backbone of Front Office and are supported by Sales
& marketing division and Oberoi Centre for Reservations.

Main functions

 Accept requests for accommodation

 Confirm/wait-list/refuse (as per status or instructions)
 Create a folio for the guest.
 Maintain correspondence
 Update/Cancel existing reservations
 Prepare various month end statistics

Medium of Reservations
Telephone : TEL
Telex/Cable : TLX / FAX
Letters : LTR
Verbal :

Major sources of Reservation (business producers – TA/DIR/Inter

Hotels)

TA : Travel Agents (Local or Foreign)

DIR : FITs (Free Individual Traveller)

TA : Tour Operators

Dir : Companies

EMB : Embassies

LHW/LRI/
DER/STR : Hotel Reps.

Air : AirlinesCRS : Central Reservations

: Inter-Hotels-use hotel code like HOT, HOG etc.

RANTEED RESERVATION :
A reservation under which the guest will guarantee to pay for the room
even if its not used, unless the guest has followed the hotels prearranged
cancellation procedure. In return the hotel holds the room till the check
out time of the guest. For a guaranteed reservation, an advance payment
is taken from the guest.
NON GUARANTEED RESERVATION :
A non-guaranteed reservation is a reservation in which a guest has just
agreed to stay in the hotel without any pre-payment.

At the Oberoi, in case of a non-guaranteed room, the room is held for the
guest till 1800 hrs the same day, after which it is released for sale but
prior information regarding this policy is always given to the guest.

MODES OF RESERVATION

The different modes through reservation request are made to the hotel are
as follows:

 Personally
 Letters
 Telephone
 Telex
 Fax
 E-Mail

However most of the times the reservations are made either by Telephone
or Fax

HOW TO TAKE A RESERVATION ON THE PHONE

a. Answer promptly – greet the caller by mentioning time of day and

department and offer to help.

b. Take down all the details on the printed reservations form.

c. Check the status of the room-availability and thereby

confirm/regret/wait list.

d. Ask for a written request especially for billing instructions, which

should never be accepted verbally.

e. Thank the caller.

Processing a Reservation

a. Check under the Guest History (GHD) if we have any prior

information on the guest.

b. If we do have the above than the folio is created from history (HC).
If not then a fresh Guest folio is called up (CGU), check Company
Account Directory (CAD) # and fill-up Company Account
 Directory # on folio.

c. The folio is filled in with all the details available and then created
on computer by pressing control F2 after doing the needful.

d. From this point onwards the guests’ reservations is in a “PREREG”

status till the time the guest checks-in when the status is changed to
“REG”.

e. Then create the BT screen for billing instructions, if any.

f. Create the TA screen, if the booking is through a T A.

g. The guest folio # is then written on the reservation correspondence

and circled.

h. The correspondence is the filed date-wise for the present month and
month-wise for future months.

Group Reservations

They are done in the same way as for FITs with the following additions :

Request for the rooming list at least a fortnight prior to arrival.

Special meal plans must be decided before check-in.

Billing instructions for breakdown of accounts.

Time of arr/dep must be taken down.

Normally the passport details are submitted at the time of arrival of the
group.

Processing GRP Res.

Call up a blank group folio by doing a CGP.

Fill in the relevant details as required.

Create the folio by pressing control 2. Thus we have pre-reg group.

On receipt of the Group Rooming List, call up a blank folio by a CGU

command.

Fill in all the details for any one-group member. Do make an entry of the
group folio no. in the relevant blank.

Create the folio by control 2 and then repeat the folio through control

Change relevant details of the next group members and then update this
folio.

Repeat this process to individual folio for all group members are created.

CO-ORDINATION WITH OTHER DEPARTMENTS

Since a hotel works on providing a place, which makes the guest'. feel
homely and comfortable,, thus co-ordination is an essential part of all
departments. The
RESERVATION has to co-ordinate with the following departments:
TELEX ROOM : For transmitting and receiving information on
reservation.
EXECUTIVE CENTER : For sending and receiving taxes.
TRAVEL DESK : Arranging for tours and airport transfer.
COMPUTER ROOM : For generating reports and maintaining all
equipment.
RECEPTION : Status is maintained at the reception and pre registration
is done here.
HOUSE KEEPING : For ascertaining the room position (accurately.
FOOD & BEVERAGE OUTLETS: For blocking dinning areas for
groups.
ACCOUNTS : For collection of claims.
CITY LEDGER : To follow up on guest bills and to authorize credit.
STORES : For requisition of office equipment and stationary.

Types of Rooms

KDBL : (King Size) – One king size double bed 6’5” x 6.

STWN : Standard twin – twin separate beds.

EXEC : Executive suites – one bedroom + one dining cum drawing

room (space 11/2 room).

REGR : Regular suite – one bedroom + one dining cum drawing

room (space 11/2 room.)

DELX : Deluxe suite – one bedroom cum living room + one drawing
cum dining + one guest bathroom + one big bathroom + one
working space for Mis-en-place for F & B Service (Occupies
31/2 room bays).
DUPL : Duplex suite – split over four rooms on two levels.
 INTRODUCTION

Food production or the kitchen is one of the most important departments

in hotel. Besides supplying food to the various restaurants in the hotel, it
caters to the room services and lounges, the hotel, whose main income is
from room service. A substantial amount from the Food & Beverages
outside and the food in these places attracts the guest. Therefore, the
preparation of good food is very essential. In room service, the prompt
carrying out the orders also depends upon the kitchen and its ability to
handle orders.

The kitchen is divided in to various sections, which contribute to the total

preparation of the food items.

HIERARCHY

Executive chef Master Chef

* *
Sr. Sous Chef Asst. Master Chef
*
Jr. Sous Chef
*
Chef De Partie
*
Commis I
*
Commis II
*
Trainee Commis II
*
Apprentice/Trainee

The post of MASTER CHEF at Jaypee Palace, Agra is separate than the
regular. They are people who could not qualify academically as a Sous
Chef but are Champions of their Kitchen.

FOOD PRODUCTION DEPARTMENTS

BANQUET KITCHEN

INDIAN KITCHEN

BUTCHERY

GARDE MANAGER
 GRAND BUFFET KITCHEN

PANTRY

CHINESE KITCHEN

CONTINENTAL KITCHEN

BAKERY

COFFEE SHOP KITCHEN

INTERDEPARTMENT RELATIONSHIP

F & B Department:
Kitchen provided the F&B outlets with various dishes made as per
order of the guest.

Engineering:
It is responsibility of this department to make sure all the machines and
walkins are in working condition.
Stores:
The stores provide the department with the dry raw materials which the
department uses.

House Keeping:
All the uniforms of the kitchen staff is provided by the housekeeping
department. Apart from this various cleaning programs and pest control
also managed by the department.

Purchase Department:
This department buys all the products required from the market also
provides the with fresh fruits everyday.

Food Production:

The kitchen of the park follows of a centralized main kitchen with a

number of satellite kitchens, each catering to the needs of a smaller
outlets.
Orient blade, The Chinese restaurant strum, café and “Some place else”
has its own kitchen. Each managed by Senior Chefs working in shifts and
a learn team of support staff and trainees. The main kitchen having the
Indian kitchen, the banquet kitchen, continental kitchen and the Grade
Manage and the Bakery.
The park does not have a full fledged Bakery and patisseries section is
most items are out sourced from “Flury’ Confectionery” a saute concern
of the park.
Bread loafs, cheese stras, Ginger bead, Brown Bread, Pastries, Sponge
cakes, Chocolate Flans, muffins etc. are all brought from “Fluys Frozen
Desserts, Baked Alaska, Bathos, Custards, Fruit Cakes chocolates cakes
and however made in house.
A modern bakery and pastries are coming up at The park in near true all
department has already been purchased.

INDIAN
Indian section is bubbling with various gravies and bought huge cooking
range and hot plate.
The basic gravies prepared in this section:
1. Shahi Gravy
2. Red tomato gravy
3. All purpose
4. Butter Chicken.

The popular items prepared hereon:

 Matar Paneer
 Palak Paneer
 Murg Kalimirch
 Butter Chicken
 Dal Maharani
 Dal Makhani
 Shahi Paneer
 Shahi Murg
 Vegetarian Biryani
 Chicken Biryani
 Mutton Pulao
 Mixed Vegetable etc.
 Dum Aloo

Also various snack items like paneer & veg. Is prepared in this
section.

CHINESE

Specialization:
 Chicken Salt and Pepper
 Prawns Salt and Pepper
 Cottage Cheese Chilly
 Chilly Chicken
 Hakka Noodles
 Fried Fish Schewan
 Shredded Lamb
 Veg Spring Rolls

HEAVY EQUIPMENT USED IN THE

KITCHEN

 MIXER
 WEIGHING SCALE
 COOKING RANGE
 TANDOOR
 DOUGHT MIXING MACHINE
 ELECTRIC OVEN
 PROOVER
 KADAI
 SLICER
 SALAMANDER
 GRINDER
 REFRIGERATOR
 GRILLER
 ELECTRIC DEEP FRYERS

LIGHT EQUIPMENTS

 PEELER
 JELLY MOULD
 STEEL BOWL
 FRYING PAN
 LIDS
 BAKING TRAYS
 ROLLING PIN
 DEKCHI
 CHOPPING BOARD
 FRYING SPOON
 GRATER
 PIE DISH
 ALLUMINUM TRAY
 TAWA
 WORKING TABLE
 STEAK HAMMER
 SIEVE

BAKERY

It is one of the important back areas of the kitchen. Different types of

cakes, pastries, cookies, chocolates are made in this section. The bakery

section mainly caters for the cakes on buffet sections of different

restaurants and also the pastry shop situated at the lobby level…

The bakery is situated on the pool level. It is divided into three sections:

 Pastry section

 Baking section
  Chocolate section

The equipment consists of an oven with a max range of 300 F, a machine

of proving (which helps the dough to ferment), dough making machines,

ice cream machines, a walk-inn, deep freezer (-18C)

ORGANIZATION STRUCTURE OF BAKERY

C.P.C

C.D.P

COMMIS – 1

COMMIS – 2
 |

TRAINEE

PASTRY SECTION… sees the preparation of different kinds of cakes

and pastries for pastry shop and banquet parties…

BAKING SECTION… baking of different cakes and breads

CHOCOLATE SECTION… sees the preparation of different types of

chocolates.

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 hat 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.