MASTER’S DEGREE

IN

HOTEL MANAGEMENT & CATERING TECHNOLOGY FROM LOVELY

PROFESSIONAL UNIVERSITY.

(Industrial Training Report)

Submitted in particular fulfillment of the requirements for the award of the degree of

MASTER’S OF HOTEL MANAGEMENT AND CATERING

TECHNOLOGY (MSC.HM)

2013-2015

3th Semester

Topic : Comprehensive Report Based On 2 Main Dept.

Front Office, House Keeping.

Submitted By : Guncha Mahajan

Reg No. : 11301579

Principal : Ms.Anjali Khanna

Year : 2013-2014

ACKNOWLEDGEMENT

I am extremely grateful to our respected Principal

Ms. Anjali Khanna.

And the Training Co ordinator Ms.Geetika Joshi for his valuable

guidance and timely help.

I would also like to thank all the departments, staff of

―Country Inn & Suites Hotel‖ in Jalandhar. Who helped me during my

project period by giving the necessary information and documents.

Last but not least, I express my sincere thanks to all of

them who provide me with the data and helped me in completion of this

project.

REG NO. 11301579.

Guncha Mahajan

Introduction Of Hotel

A Hotel is an establishment that provides paid lodging on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a restaurant, swimming pool, fitness center, business center, childcare, conference facilities and social function services.

Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow guests to identify their room.

Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a minimized amount of room space and shared facilities.

Hotel ratings

The star classification system is a common one for rating hotels. Higher star ratings indicate more luxury.

The AAA and their affiliated bodies use diamonds instead of stars to express hotel and restaurant ratings levels.

Hotels are independently assessed in traditional systems and rest heavily on the facilities provided. Some consider this disadvantageous to smaller hotels whose quality of accommodation could fall into one class but the lack of an item such as an elevator would prevent it from reaching a higher categorization.

In recent years hotel rating systems have also been criticized by some who argue that the rating criteria for such systems are overly complex and difficult for laypersons to understand. It has been suggested that the lack of a unified global system for rating hotels may also undermine the usability of such schemes.

Standards of hotel classification

Food services, entertainment, view, room variations such as size and additional amenities, spas and fitness centers, ease of access and location may be considered in establishing a standard.

The more common classification systems include 'star' rating, letter grading, from 'A' to 'F', diamond or simply a 'satisfactory' or 'unsatisfactory' footnote to accommodation such as hostels and motels. Systems using terms such as Deluxe/ Luxury, First Class/ Superior, Tourist Class/ Standard, and Budget Class/ Economy are more widely accepted as hotel types, rather than hotel standards.

Some countries have rating by a single public standard - Belgium, Denmark, Greece, Italy, Malta, Netherlands, Portugal, Spain and Hungary have laws defining the hotel rating. In Germany, Austria and Switzerland the rating is defined by the respective hotel industry association using a five-star system - the German classifications are Tourist (*), Standard (**), Comfort (***), First Class (****) and Luxury (*****) with the mark Superior to flag extras beyond the minimum defined in the standard. The Swiss hotel rating was the first non-government formal hotel classification beginning in 1979 It did influence the hotel classification in Austria and Germany. The formal hotel classification of the DEHOGA (German Hotel and Restaurant Association) started on 1. August 1996 and proved very successful (with 80% of guests citing the hotel stars as the main criteria in hotel selection) which lead to the creation of a common European Hotel stars rating system that started in 2010.

In France, the rating is defined by the public tourist board of the department using a four-star system (plus "L" for Luxus) which has changed to a five-star system from 2009 on. In South Africa and Namibia, the Tourist Grading

Council of South Africa has strict rules for a hotel types granting up to 5 stars.

Hotel Stars

The European Hotel star Union has created a profiling system based on the earlier German hotel star system that had widely influenced the hotel classifications in central Europe. The main criteria are in quality management, wellness and sleeping accommodation. In the catalogue of criteria each entry is associated with a number of points - each Hotel stars level requires a minimal sum of points besides some criteria being obligatory for the level. The minimum requirement for the Superior flag requires the same sum of points as for the next Hotel stars level which however was not awarded due to at least one obligatory requirement being left out.

Excerpt of the catalogue of criteria

Tourist

100% of the rooms with shower/WC or bath tub/WC - Daily room cleaning - 100% of the rooms with colour-TV together with remote control - Table and chair - Soap or body wash - Reception service - Facsimile at the reception - Publicly available telephone for guests - Extended breakfast - Beverage offer in the hotel - Deposit possibility

Superior Tourist

The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotel star. The bathroom facilities are usually at the same level as for two stars hotels but built from cheaper materials. The cost for regular inspection by independent

associations is waived as well.

Standard

In addition to the single star (*) hotels: - Breakfast buffet - Reading light next to the bed - Bath essence or shower gel - * Bath towels - Linen shelves - Offer of sanitary products (e.g. toothbrush, toothpaste, shaving kit) - Credit Cards

Superior Standard

The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotel star. The Standard-Superior does usually offer the same service level as three-star hotels but the interiors of the hotel are smaller and cheaper so that the three stars were not to be awarded by the inspection body. A two-star superior does not require mystery guest.

Comfort

In addition to the standard star (**) hotels: - Reception opened 14 hours, accessible by phone 24 hours from inside and outside, bilingual staff (e.g. German/English) - Three piece suite at the reception, luggage service - Beverage offer in the room - Telephone in the room - Internet access in the room or in the public area - Heating facility in the bathroom, hair-dryer, cleansing tissue - Dressing mirror, place to put the luggage/suitcase - Sewing kit, shoe polish utensils, laundry and ironing service - Additional pillow and additional blanket on demand - Systematic complaint management system

Superior Comfort

The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotel star. The accommodation facilities for a superior hotel need to be on a modern level and fully renovated which is checked regularly.

First Class In addition to the comfort star (***) hotels: -

Reception opened 18 hours, accessible by phone 24 hours from inside and outside - Lobby with seats and beverage service - Breakfast buffet or breakfast menu card via room service – Mini bar or 24 hours beverages via room service - Upholstered chair/couch with side table - Bath robe and slippers on demand - Cosmetic products (e.g. shower cap, nail file, cotton swabs), vanity mirror, tray of a large scale in the bathroom) - Internet access and internet terminal - "À la carte"-restaurant

First Class Superior

The Superior flag is provided when the first class hotel has a proven high quality not only in the rooms. The superior hotels provide for additional facilities in the hotel like a sauna or a workout room. The quality is checked regularly by mystery guest of an external inspection service.

Luxury

In addition to the first class (****) hotels: - Reception opened 24 hours, multilingual staff - Doorman-service or valet parking - Concierge, page boy - Spacious reception hall with several seats and beverage service - Personalized greeting for each guest with fresh flowers or a present in the room – Mini bar and food and beverage offer via room service during 24 hours - Personal care products in flacons - Internet-PC in the room - Safe in the room - Ironing service (return within 1 h), shoe polish service - Turndown service in the evening - Mystery guest

Superior Luxury

The Luxury star hotels need to attain high expectations of an international guest service. The Superior Luxury star is only awarded with a system of intensive guest care

Historic hotels

The Taj Mahal Palace & Tower in Mumbai is one of India's most famous and historic hotels because of its association with the Indian independence movement. Some establishments have given name to a particular meal or beverage, as is the case with the Waldorf Astoria in New York City, United States where the Waldorf Salad was first created or the Hotel Sacher in Vienna, Austria, home of the Sachertorte. Others have achieved fame by association with dishes or cocktails created on their premises, such as the Hotel de Paris where the crêpe Suzette was invented or the Raffles Hotel in Singapore, where the Singapore Sling cocktail was devise

Unusual Hotels

Many hotels can be considered destinations in themselves, by dint of unusual features of the lodging or its immediate environment.

Boutique Hotels Boutique hotels are typically hotels with a unique environment.

Tree House hotels Some hotels are built with living trees as structural elements, for example the Costa Rica Tree House in the Gandoca-Manzanillo Wildlife Refuge, Costa Rica; the Treetops Hotel in Aberdare National Park, Kenya; the Ariau Towers near Manaus, Brazil, on the Rio Negro in the Amazon; and Bayram's Tree Houses in Olympos, Turkey. Recently, a Swedish company appropriately named Treehotel has made several

hotel rooms in the Harads. They include interesting designs, like the Cabin, The mirrorcube, the blue cone, the UFO, and the Birds Nest.

Railway hotels

Frequently, expanding railway companies built grand hotels at their termini, such as the Midland Hotel, Manchester next to the former Manchester Central Station and in London the ones above St Pancras railway station and Charing Cross railway station also in London is the Chiltern Court Hotel above Baker Street tube station and Canada's grand railway hotels. They are or were mostly, but not exclusively, used by those travelling by rail.

Motels

A motel (motor hotel) is a hotel which is for a short stay, usually for a night, for motorists on long journeys. It has direct access from the room to the vehicle (for example a central parking lot around which the buildings are set), and is built conveniently close to major roads and intersections.

Tourism

Tourism is travel for recreational, leisure or business purposes. The World Tourism Organization defines tourists as people "traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes".[1]

Tourism has become a popular global leisure activity. In 2010, there were over 940 million international tourist arrivals worldwide, representing a growth of 6.6% when compared to 2009. International tourism receipts grew to US$919 billion (€693 billion) in 2010, corresponding to an increase in real terms of 4.7%. As a result of the late-2000s recession, international travel demand suffered a strong slowdown from the second half of 2008 through the end of 2009. After a 5% increase in the first half of 2008, growth in international tourist arrivals moved into negative territory in the second half of 2008, and ended up only 2% for the year, compared to a 7% increase in 2007. This negative trend intensified during 2009, exacerbated in some countries due to the outbreak of the H1N1 influenza virus, resulting in a worldwide decline of 4.2% in 2009 to 880 million international tourists arrivals, and a 5.7% decline in international tourism receipts.

Tourism is important and in some cases vital for many countries, such as France, Egypt, Greece, Lebanon, Israel, the United States, the United

Kingdom, Spain, Italy, and Thailand, and many island nations, such as Mauritius, The Bahamas, Fiji, Maldives, Philippines and the Seychelles. It brings in large amounts of income in payment for goods and services available, contributing an estimated 5% to the world wide gross domestic product (GDP), and it creates opportunities for employment in the service industries associated with tourism. These service industries include transportation services, such as airlines, cruise ships and taxicabs; hospitality services, such as accommodations, including hotels and resorts; and entertainment venues, such as amusement parks, casinos, shopping malls, music venues and theatres.

Most visited countries by international tourist arrivals

In 2010, there were 940 million international tourist arrivals, with a growth of 6.6% as compared to 2009.

The World Tourism Organization reports the following ten countries as the most visited in terms of the number of international travellers. In 2010, China overtook Spain to become the third most visited country. Most of the top visited countries continue to be those in Europe, followed by a growing number of Asian countries.

International tourism receipts

International tourism receipts grew to US$919 billion (€693 billion) in 2010,corresponding to an increase in real terms of 4.7% from 2009. The World Tourism Organization reports the following countries as the top ten tourism earners for the year 2010. It is noticeable that most of them are on the European continent, but the United States continues to be the top earner.

History

Wealthy people have always traveled to distant parts of the world, to see great buildings, works of art, learn new languages, experience new cultures and to taste different cuisines. Long ago, at the time of the Roman Republic, places such as Baiae were popular coastal resorts for the rich. The word tourist was used by 1772 and tourism by 1811. In 1936, theLeague of Nations defined foreign tourist as "someone traveling abroad for at least twenty-four hours". Its successor, the United Nations, amended this definition in 1945, by including a maximum stay of six months.

Leisure travel

Leisure travel was associated with the Industrial Revolution in the United Kingdom – the first European country to promote leisure time to the increasing industrial population. Initially, this applied to the owners of the machinery of production, the economic oligarchy, the factory owners and the traders. These comprised the new middle class. Cox & Kings was the first official travel company to be formed in 1758.

The British origin of this new industry is reflected in many place names. In Nice, France, one of the first and best-established holiday resorts on the French Riviera, the long esplanade along the seafront is known to this day as the Promenade des Anglais; in many other historic resorts in continental Europe, old, well-established palace hotels have names like the Hotel Bristol, the Hotel Carlton or the Hotel Majestic – reflecting the dominance of English customers.

loping winter tourism: Since that year of 1865 in St. Moritz, many daring hotel managers choose to risk opening their hotels in winter but it was only in the seventies of the 20th century when winter tourism took over the lead from summer tourism in many of the Swiss ski resorts. Even in Winter, portions of up to one third of all guests (depending on the location) consist of non-skiers.

Mass Tourism

Mass tourism could only have developed with the

improvements in technology, allowing the transport of large numbers of

people in a short space of time to places of leisure interest, so that greater

numbers of people could begin to enjoy the benefits of leisure time.

Impact of tourism on Economy

The service economy is driving growth in most OECD countries. It represents a large part of economic activity and its importance continues to grow. Tourism, a large, complex and fragmented industry which is still very difficult to define and measure, is a key component of the service economy (30% of international trade in services in the OECD area). In terms of revenue, OECD countries generate about 70% of world tourism activity. Tourism, which has expanded dramatically over the past 30 years, looks set to continue growing as societies become more mobile and prosperous.

Obtaining better information on services, the least developed side of statistics, is an important challenge for statistical agencies and a necessity for political analysis. Measuring tourism is part of a wider move to improve our knowledge of how economies work, what they produce and what changes occur over time. It is no longer enough to measure physical flows (arrivals and overnight stays) and monetary data (revenue and expenditure relating to international tourism).

In the early 1980s, the OECD began work to set up a model acceptable at international level which gave rise to the OECD Tourism Economic Accounts, which measure certain socio-economic aspects of tourism. While developing this tool, the OECD produced a more precise definition of tourism, visitors and tourist expenditure [Note: OECD (1996), OECD Tourism Statistics - Design and Application for Policy].

Despite its economic importance, governments, especially in developed economies, still do not adequately recognise tourism. For this reason, the OECD has developed and recently approved the OECD Guidelines for a Tourism Satellite Account and anEmployment Module. These integrated statistical tools aim to measure the economic aspects of tourism (value added, jobs, revenue, investment, profits) in order to provide a more convincing demonstration of this activity's economic significance.

Furthermore, together with the United Nations, the World Tourism Organization and the European Commission (Eurostat), the OECD has developed a "UN-WTO-OECD-EUROSTAT Tourism Satellite Account: Recommended Methodological Framework", approved by the 25-member United Nations Statistical Commission on 1 March 2000.

Other work undertaken in this area includes statistical research. OECD and Eurostat regularly organise international forums on tourism statistics to share ideas, experiences and concepts with member and non-members countries, the scientific community and the tourism industry. The United Kingdom, with the support of Eurostat and the OECD, organised the 5th International Forum on Tourism Statistics (Glasgow, 20-23 June 2000). Similar forums have been organised in Vienna (1994), in Venice (1995), in Sintra (1996) and in Copenhagen (1998).

History of Jalandhar

Jalandhar was captured by the Sikhs in 1757 and captured by the Faizullahpuria confederacy in 1766. Ranjit Singh annexed it in 1811, and in 1846 Jalandhar became the headquarters of the territory acquired by the British after the first First Anglo-Sikh Wars. During British rule Jalandhar became the headquarters, of the Division and District of the same name.During 1939 to 1945 C.M. Ormerod was the Deputy Commissioner of Jalandhar district. He was in charge of Land Revenue department and chairman of District Board to administer Roads, Hospitals, and schools in the four subdivision of Jalandhar district, namely Jalandhar, Nakodar, Philaur, and Nawanshahr. District Board was composed of committee members nominated by DC from each subdivision. The secretary of District Board was Sardar Narinder Singh from village Shankar and prominent members were Sardar Santa Singh Zaildar from Jalandhar subdivision and Sardar Gurbachan Singh Zaildar from village Garhpadhana subdivision Nawanshahr. The last commissioner of Jalandhar in 1949 was Mr Fletcher before an Indian national took over this position. In 1947 with the independence and partition of India the Muslim population left for Pakistan while Hindus and Sikhs arrived from the other direction.

The population of Jalandhar City in the 21st century is rapidly growing. New colonies have been built, as well as new blocks and model towns. Many villages have been integrated into the growing Jalandhar City.

Geography

The city has a humid subtropical climate with cool winters and hot summers. Summer last from April to June and winters from November to February. Temperatures in the summer vary from average highs of around 48 °C (118 °F) to average lows of around 25 °C (77 °F). Winter temperatures vary from highs of 19 °C (66 °F) to lows of −5 °C (23 °F). The climate is dry on the whole, except during the brief southwest monsoon season during July and August. The average annual rainfall is about 70 cm.

Economy

Jalandhar Bus Stand

Jalandhar has numerous hospitals, including Ruby Nelson Memorial Hospital of Seventh-Day-Adventist ,Akal Eye Hospital,Mahajan Eye Hospital, Thind Eye Hospital, Patel Hospital, Tagore Hospital, Lajwanti Hospital, Oxford Hospital, Pruthi Hospital, Guru Nanak Mission Hospital, Ruby Hospital, and Ghai Hospital. Although each hospital has its own identity,Akal Eye Hospital, Mahajan Eye Hospital and Thind Eye Hospital are on the world map for their Lasik treatments. Jalandhar is also the world's biggest manufacturer of leather tool pouches andaprons; major American and European customers buy from factories in Jalandhar. It is the biggest supplier of sports material in the country. Jalandhar was a hub of the Gandhi government's green revolution of India in the early 1960s. Dr. Dilbag Singh Athwal, a renowned scientist in plant breeding, developed India's first high-yield wheat, Kalyan. The wheat he named after his native village Kalyanpur, 6 miles (9.7 km) southwest of Jalandhar. Later, Dr. Athwal headed the International Rice Research Institute and the International Agricultural Development Service. Dr. Athwal took early retirement from his position as senior vice president Rockefeller Institute. The village Kalyanpur (now part of Jalandhar) has produced prominent scientists including Dr. Raghbir Singh, Dr. Rajbir Kaur, and Dr. Iqbal Singh Athwal. Jalandhar also has an electrical goods industry. Manufacturers like Hazel India, Standard Switchgears and Apex Electricals are located in Jalandhar. An international sports market is situated in Jalandhar. Major sports brands such as BAS Vampire, Bhaseen's Baspo, JJ Jonex, and Syndicate Sports come from this part of the world. Jalandhar is also known

for thrust bearings and ball bearings; brands such as BKE, IBI and KKK belong to the city.

Posh Localities: Master Mota Singh Nagar, Model Town, Jawahar Nagar & Udham Singh Nagar

Demographics

The first language of most people in the city is Punjabi. Punjabi is the official language of the city of Jalandhar. Due to warm and enterprising nature of Punjabis, people from different cultures are settling here, enriching the city with new languages such as Hindi, English, Rajasthani, Himachali etc.

Media

The city serves as the region's headquarters for newspapers, national television and radio stations.

Punjab Kesari

Jagbani

Hind Samachar (Urdu)

Daily Nawan Zamana

Rozana Ajit (Daily Ajit)

Akali Patrika

Amar Ujala

Dainik Bhaskar

Danik Jagran

Doaba Headlines

Hindustan Times

The Tribune

Local radio stations include:

Radio Mantra 91.9FM

Radio Mirchi 98.3FM

94.3 My fm

BIG FM 92.7

Local Attractions

Jalandhar is a lovely town amidst the Punjab region. Known for its top notch sport equipments and ethnic temples, Jalandhar holds a supreme place when it comes to sightseeing and visiting the Punjab region. May it be shopping or visiting some temples or religious places that hold great historical importance or may it be entertainment at its best, you will get it at all at this place. Proceeding towards the road to development, Jalandhar now includes amazing malls, markets, fun joints as well as colonially famous spots. Here is an account of the premium places that one should not miss being at Jalandhar

Devi Talab Mandir

It is situated in the heart of Jalandhar City. The old Devi Talab has been renovated and, in its centre, a new temple has been built.

Wonderland Theme Park

It is an amusement water park with water games and water rides. The Park spreads over 11 acres with many thrilling rides offering healthy entertainment to all age groups. The park is located about 6 kms from Jalandhar Bus terminus and 8 kms from the Railway Station on Nakodar Road.

Imam Nasir Masjid

This 800 year old beautifully designed mausoleum of Imam Nasir is located in the heart of Jalandhar.

Sodal Mandir

Sodal Temple is situated near Devi Talab temple on Sodal road. The Fair of Baba Sodal is held to memorialize the death anniversary of Sodal, a local child deity.

Sheetla Mandir

Near the Balmiki gate is the Sheetla Mandir, said to be as old as the City of Jalandhar. Within its premises are also two small old temples of Hanuman and Shiva. A big fair is held here in month of August.

Shiv Mandir

Situated at Gur Mandi, Shiv Mandir is reputed to have been built by a Nawab of Sultanpur Lodhi near Masjid Imam Nasar.

Gurdwara Chhevin Patshahi

Guru Hargobind visited the city of Jalandhar during his tour of Doaba area. Gurdwara Chhevin Patshahi in Basti Shaikh, Jalandhar city, stands on the spot where Guruji had a dialogue with a Muslim holy saint popularly known as Shaikh Darvesh.

Sardar Bhagat Singh Museum

A museum at Khatkal Kalan, the native village of the great Martyr Sardar Bhagat Singh, was inaugurated on his 50th death anniversary. It was earlier in Jalandhar district, and has now become part of Nawanshahr district.

A few other places worth mentioning are a Sanyas Ashram (popularly known as Bahrian-da-Talab) on the Kapurthala road. Nathan-Di Bagichi, Darbar Muhammad Jamal Zahra (in Basti Sheikh), Baba Jhandianala (in Basti Nau), shrines of Baba Lakki Shah

Pir and Dargah Pir Hazi Shah Qutab situated in the Jalandhar Cantonment.

The Gurudwara at Kartarpur (16 km from Jalandhar town) was built by the Fifth Sikh Guru, Guru Arjun Devji in 1656 A.D. Every year, a fair is held on the birth anniversary of the Guru when a large number of devotees gather to pay homage.

St Mary's Cathedral Church (Jalandhar Cantt)

The old church dedicated to St. Patrick was built by Rev. Fr. John Macodnnel, Q.F.M.CAP of the Vicariate Apostolic of Agra, in 1947 at the same site of new church since 1886.

Desh-Bhagat Memorial Hall

Desh-Bhagat Memorial Hall has been constructed to perpetuate the memory of martyrs who has lost their lives in the fight for freedom from the British rule.

Pushpa Gujral Science City

The Pushpa Gujral Science City, PGSC, creates a fun, educational environment for guests by bringing them away from text books and black boards and closer to interaction. The PGSC's goal is to open up scientific education to all people, regardless of age, education, profession or social strata. The PGSC plans on adding more galleries and exhibits frequently, so we encourage repeat visits.

Near by Places

Golden Temple (Harmandir Sahib)

Although there are a number of Sikh shrines in and around Amritsar, Golden Temple is the biggest of all tourist attractions in Amritsar.

The shrine houses the holy script of the Guru Granth Sahib and draws its name from the gold-laden dome upon a marble base.

Jalliwanwala Bagh

In 1919, the British Police fired randomly on a peaceful assembly of people gathered in demand of freedom, which killed hundreds of men, women and children on the spot. The bullet marks on the boundary walls brings alive the agonizing tale of cruelty of colonial rule.

Wagah Border

Another prominent tourist attraction in Amritsar is not a monument but a daily event. A little away from Amritsar, India shares international frontier with Pakistan. Every evening, the change of guard among national security forces at either side, just a handshaking distance apart, is a fantastic spectacle.

Tarn Taran

22 km south of Amritsar, Tarn Taran, built in honor of Guru Ram Das is another important Sikh shrine. The architecture is largely inspired by the Golden temple. Popular belief is that the holy lake inside can healleprosy.

Country Inn & Suites By Carlson

Country Inn & Suites combines the culture and hospitality

of India with modern facilities and services, making it one of the top

business hotels in Jalandhar. We offer exceptional amenities,

including an outdoor swimming pool, Fitness Center and spacious

rooms and suites that create a level of comfort not found at other

hotels in Jalandhar. Our location on the GT Road offers easy access

to Raja Sansi Amritsar International airport and connects us with

the business district and Amritsar.

Overview location

Country Inn Suites Jalandhar is situated in Jalandhar and regional attractions

include Pushpa Gujral Science City.

Hotel Features

Country Inn Suites Jalandhar has a health club, an outdoor pool, and a fitness

facility. Business amenities at this 3.5-star property include a business

center, secretarial services, and audio-visual equipment. This Jalandhar hotel

offers a restaurant and a bar/lounge. Guest parking is complimentary. Event

facilities consist of conference/meeting rooms and banquet facilities. The staff

can arrange concierge services, event catering, tour assistance, and currency

exchange. Additional amenities include spa services, valet parking,

and multilingual staff.

Guestrooms

The 45 air-conditioned guestrooms at Country Inn Suites Jalandhar

include minibars and complimentary newspapers. Guests can channel-surf

the satellite television. Rooms have wireless Internet access.

History of Club

From one hotel epitomizing the glamour of 1960s America,

Carlson has grown its hotel portfolio to 1,070 properties in 80

countries.*

It began with one hotel located in downtown Minneapolis, in the heart of the Midwestern U.S., that set new standards for its era. Today, Carlson’s hotel business has grown one of the most dynamic portfolios in the business. It is a portfolio that has expanded one by one, brand by brand, country to country, to represent some of the world’s most respected hotel brands: Radisson®, Country Inns & Suites By CarlsonSM, Park Inn by Radisson and Park Plaza®.

Carlson was founded in 1938 as the Gold Bond Stamp Company by Curt Carlson, who used a $55 loan to start his venture. Founded during the Great Depression, Mr. Carlson used "Gold Bond Stamps", a consumer loyalty program based on trading stamps, to provided consumer incentive for grocery stores.

Revenue from this business was brisk until the late 1960s, when trading stamps began to lose popularity. The company was renamed "Carlson Companies" in 1973 as it diversified into hospitality and travel industries.

In 1962, Carlson purchased its first Radisson Hotel in Minneapolis. It then went on to purchase T.G.I. Friday's in 1975 and Country Kitchen International in 1977. In 1987 Carlson founded Country Inns & Suites By Carlson. In 2000, Carlson acquired the Park Plaza and Park Inn brands.

In 1994 Carlson Travel Group and Paris-based Wagonlit Travel signed an alliance to form Carlson Wagonlit Travel (CWT) — one of the world's largest business travel management companies.

In a return to its roots, the Carlson Companies started an electronic consumer incentive program named GoldPoints.com in 1997. The program later was modified and became goldpoints plus, the incentive program of Carlson Hotels. Effective March 31, 2011 Club Carlson will replace the goldpoints plus hotel loyalty program.

In 1998, Curtis L. Carlson named his daughter Marilyn Carlson Nelson as his successor; a year later he died. Hubert Joly became Carlson's president and chief executive officer in 2008, and Nelson continues to serve as chairman of the board.

Brands Of Carlson

Radisson Hotels

Country Inns

Park Inn

Park Plaza Hotels & Resorts

Carlson Restaurants

T.G.I. Friday's

Keys dates of Carlson history

2011

Carlson launched Club Carlson, a new hospitality program that replaced goldpoints plus with an enriched array of first-class redemption opportunities, making it one of the most rewarding loyalty programs in travel.

Rezidor Hotel Group is named as one of the Ethisphere Institute's Most Ethical Companies.

CWT acquired Kaleva Travel, Finland’s largest business travel agency.

T.G.I. Friday’s and Kuwait-based Americana Group announced a renewed development agreement to build an additional 30 T.G.I. Friday’s restaurants over the next five years in the Middle East.

Marilyn Carlson Nelson received a Lifetime Achievement Award from the Hotel Investment Conference in Asia Pacific.

2010

Carlson announced its plans to increase the number of Radisson® hotels in Asia Pacific to more than 100 hotels by 2015.

Carlson achieved a perfect score on the Human Rights Campaign's Corporate Equality Index.

Gregory R. Page of Cargill elected to the Carlson Board of Directors.

Carlson was recognized by the Dave Thomas Foundation as one of the top "Best Adoption-Friendly" companies in the U.S.

Carlson Hotels announced plans for second Radisson Blu® flagship hotel in the U.S. to be located adjacent to the Mall of America in Bloomington, Minn.

Carlson was named to Working Mother Magazine's list of 100 Best Companies 2010.

The Rezidor Hotel Group celebrated its 50th anniversary.

Carlson became the majority shareholder of The Rezidor Hotel Group by acquiring

additional shares of the company. Carlson's total ownership of outstanding shares in Rezidor is 50.1 percent.

Carlson Hotels signed a landmark agreement to develop the first Radisson Blu hotel in the U.S. The USD 125 million development in Chicago is scheduled to open in the fall of 2011.

Carlson acquired the remaining 60 percent stake in T.G.I. Friday's UK Holdings LTD from AAC Capital Partners.

Carlson Wagonlit Travel announced the acquisition of Gateway Travel Management, a privately held regional travel management company based in the Pittsburgh, Penn. area.

Carlson and The Rezidor Hotel Group AB announced they entered into a definitive agreement with Formosa International Hotels Corporation (FIHC) under which FIHC will acquire the Regent luxury hotel business.

Carlson signed the United Nations Global Compact, which encourages businesses worldwide to adopt sustainable and socially responsible policies.

Carlson Hotels announced that Country Inns & Suites By Carlson has achieved the 500th hotel mark with the opening of its property in College Station, Texas.

Carlson Hotels announced Ambition 2015, its global growth strategy aimed at expanding its portfolio by at least 50 percent by 2015 to more than 1,500 hotels in operation.

Carlson Hotels acquired a majority stake in RHW Hotel Management Services, a key Indian partner, and announced plans to triple the size of its hotel portfolio in India by 2012.

T.G.I. Friday's developed and rolled out Earn Your Stripes strategic initiative to reinvigorate the guest experience in its restaurants.

In connection with an internal reorganization at JPMorgan Chase & Co., One Equity Partners II, L.P. (OEP), a JPMorgan Chase subsidiary, transferred its ownership interest in CWT B.V. within JPMorgan Chase to Chase Travel Investment. Carlson retains its existing ownership interest in CWT B.V.

Carlson Wagonlit Travel created new global organization for its Energy Services division. CWT Energy Services provides integrated services in the highly specialized energy-services sector.

FRONT OFFICE

The Front Office is main center of the hotel property.Communication and accounting

are two of the most important operations in the front desk operation Effective

communications-with guests,employees and other departments of the hotel – are

paramount in projection a hospitality image,answering guests ,marketing and sales

departments requests for information on guest room availability,house keeping

department inquiries concerning guest reservations are but a few of the routine task

performed almost constantly by a hotel front desk in its role in communications hub.

Accounting procedures involving charges to registered and non- registered hotel guest

accounts,are also very important in the hospitality field itemized charges are necessary

to show the break- down of charges if a guest questions a bill.Services for which fees

are charged are available 24 hours a day in a hotel property.Moreover, ,because guests

may want to settle their accounts at any time of the day,accounts must be current and

accurate at all times,keeping this data organized is top priority of a good front office

management.The front office responsible for the hotel rooms through a systematic

method of reservations followed by registrations and assigning of rooms to guests.The

profit percentage from sale of rooms is very high.

Mr.Praveen Sharma is the front office manager of country inn & suits The front office in

a hotel hold prime importance in view of the basic nature of business of a hotel, that is

to still rooms revenue collected from the sale of rooms contributes to more than 50% of

total sales, the profit percentage from sale of rooms is very high. It has a

complementary role in image building.

Hierarchy of Front Office Dept

SUB SECTIONS OF THE FRONT OFFICE DEPARTMENT

The front office may be sub divided into 7 main departments. They are

namely,

Reservation

Reception

Information/concierge

Front office cashier

Night Auditor

Telephones

Business Center

These departments take care of all the function in the front office by

taking reservations registering guests providing information to the guests during their

stay in the hotel.

RESERVATIONS

This is section of the front office,which is the hub of the department requests for

reservation of the room from various and the information is processed,properly

documented,stored and retrieve at the appropriate time induce a guest his room

upon arrival.Rooms being a highly perishable commodity (as the sale of rooms

is linked with a time element) it is the duty of the reservation department that

rooms are not allowed to perish.

Modes of Reservation

The different modes of reservation are as follows:-

Letters

Telex

Telegrams

Telephones

In person

E-mail

Fax

Guest History card

This is done in order to give a guest extra attention and special care.It’s usually

done for repeat clientele.For example some guest may like a non- smoking

room and some may like a hard mattress.This is where the front office informs

the housekeeping departments or the relevant department that special care

must be taken in order to ensure a comfortable.Carefree stay at the hotel.All

such information is maintained by the front office and is fed into the computer.

Process of Reservation

All the reservations coming in are recorded on a form called the reservation

form.The detail such as the name of the guest booking the

reservations,companyname, address telephone number etc.It is also consist of

the name of the guest,his designation,arrival and departure time,mode of

payment,type of room,number rooms and so on.The reservation is then fed into

the computer,the availability is 103 checked and a confirmation letter that may

be sent either through e – mail or through fax,and then the room may be

blocked for the following dates.Billing may be direct or indirect,in case

Or direct billing the guest pays for all his expenses through his personnel

account.In indirect billing the company pays on behalf of the guest,a letter of a

fax must be sent by the company on its letterhead stating the mode of payment.

If finance manager and also by the marketing and sales manager 3 copies are

made and filed in the necessary files .The reservation forms are slotted

according to dates and alphabets of the guest lasts name.Special importance is

given to group carry out all the operations relating to the group and will

coordinate with the marketing and sales person or with the travel agent who has

made the reservation.

Reservation Code

Reservation codes are a sequential series of alphanumeric combination that

provide the guest a reference for a confirmed or a guaranteed reservation,This

code indicated that accommodation has been secured for a specific date with a

commitment to pay for at least the first room night.The code will identify the

hotel chain/referral group. The arrival dates the type of accommodation,the

mode of payment,and the sequential number of reservation.

Fore Casting Reservations

Forecasting or room forecasts ,which involves projecting room sales for a

specific period of time,is naturally the next step after the data from the

reservation process has been collected ,this step includes previewing , the

effects of reservation on the income statement, scheduling labor, and planning

for use of facilities.This process of projecting sales and related expenses is very

important to the financial controller,General Manager and to the owner of the

hotel.They use this information in managing the finances of the hotel it is also

used to project the yearly or quarterly financial positions.

RECEPTION

Here is where the first opportunity where the hotel meets the client face to

face.At this time all the marketing efforts and computerized reservation system

should come together.The front desk clerk that is well trained must be able to

portray the hotel in a positive manner.This good first impression will help ensure

an enjoyable visit.

The first step in guest registration process begins with capturing the guest data

such as name,address, zip codelength of stay,company affiliation etc., and this

information is needed to maintain the guest history.This various departments

105 in the hotel also require this information to provide various guest

services.The registration process continues with the extension of

credit,roomselection,room rate application,and opportunity to sell hotel services,

room key assignment and folio processing .Continually efficient performance of

the registration process is essential in ensuring hospitality for all guests and

profitability for the hotel.

Registration Card

The registration card provides the hotel with the guests billing

instruction.Information on the check-outtime,and room rates.Even if the guest

has reservation,the completion of the registration card is important as it verifies

the spelling of names,addresses.Phonenumbers, anticipated date of

departure,number of people in the party,room rate and method of payment.

Guest Registration Procedure

Guest request to check into the hotel

Front desk projects hospitality towards the guest

Front desk clerk inquires about the reservation

Guest completes registration card

Front desk review’s completeness of registration card.106

Front desk clerk verifies credit

Front desk clerk makes room selection

Front desk clerk makes the room assignment

Front desk assigns room rate

Front desk clerk discusses the sales opportunities for hotel products and

services to the guest

Front desk clerk hand over the key card

Front desk clerk process folio.

Room Inventory

A room inventory system is maintained by the reception which involves constant

updating and checking the data base that indicates the house keeping status

term which means availability of a room, such as occupied 9guest or guests that

are already occupying the room) stay over,on change out of order, and

available.This facet of registration requires constant communication efforts

among the front office, housekeeping and maintenance and reservation staff.

Functions of the Bellboys

To deliver the guest mail

Page the guest in the hotel and lobby

Check for any disruptions in the rooms

Distribution of the news papers

Maintain the supply of tablets and a first aid kit

Help the security with unruly elements

Checkroom on guest departure

The bell desk co ordinates with the

Front desk

Security

Porch

Housekeeping

Maintenance

Short Forms

V=Vacant

O=Occupied

UR=under repair

DND=Do not Disturb

DL=Double Lock

SB=Scanty Baggage.

Modes of payment

Cash payment.

Credit card payment

Miscellaneous Charge Voucher

Personal Cheque.

Debit card.

Guest Rooms

1 King Size B Deluxe Room

Room description

One king bed. Complimentary wireless, high-speed Internet access. Cable/satellite TV. Direct-dial phone. Coffee/tea maker and minibar. In-room safe. Air conditioning. Nonsmoking.

Accessibility features

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

Roll-in shower

These amenities may be available only in some rooms or units. Some amenities may incur additional fees

.

Room Details

Air conditioning

Cable television service

Coffee/tea maker

Complimentary newspaper

Direct-dial phone

Hair dryer (on request)

High-speed Internet access

Internet access (complimentary)

Minibar

Private bathroom

Satellite television service

Wireless Internet access

King Deluxe Room

Room description

One king bed. Complimentary wireless, high-speed Internet access. Cable/satellite TV. Direct-dial phone. Coffee/tea maker and minibar. In-room safe. Air conditioning. Smoking permitted.

Accessibility features

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

Roll-in shower These amenities may be available only in some rooms or units. Some amenities

may incur additional fees.

Room Details

Air conditioning

Cable television service

Coffee/tea maker

Complimentary newspaper

Direct-dial phone

Hair dryer (on request)

High-speed Internet access

Internet access (complimentary)

Minibar

Private bathroom

Satellite television service

Wireless Internet access

EXECUTIVE SUITE

Room description

One king bed. Separate sitting area with sofa bed. Complimentary wireless,

high-speed Internet access. Cable/satellite TV. Direct-dial phone. Coffee/tea maker and minibar. In-room safe. Air conditioning. Smoking permitted.

Accessibility features

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

Roll-in shower These amenities may be available only in some rooms or units.

Room Details Air conditioning

Cable television service

Coffee/tea maker

Complimentary newspaper

Direct-dial phone

Hair dryer (on request)

High-speed Internet access

Internet access (complimentary)

Minibar

Private bathroom

Satellite television service

Wireless Internet access

Twin Deluxe Room

Room description Two twin beds. Complimentary wireless, high-speed Internet access. Cable/satellite TV. Direct-dial phone. Coffee/tea maker and minibar. In-room safe. Air conditioning. Nonsmoking.

Accessibility features

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

Roll-in shower

These amenities may be available only in some rooms or units. Some amenities may incur additional fees.

Room Details

Air conditioning

Cable television service

Coffee/tea maker

Complimentary newspaper

Direct-dial phone

Hair dryer (on request)

High-speed Internet access

Internet access (complimentary)

Minibar

Private bathroom

Satellite television service

Wireless Internet access

Club Room

Room description 1 king bed. Cable television service. Satellite television service. Direct-dial phone. Minibar. Coffee/tea maker. Private bathroom. Complimentary newspaper. Hair dryer (on request). Air conditioning.

Accessibility features

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

Roll-in shower

These amenities may be available only in some rooms or units. Some amenities may incur additional fees.

Room Details

Air conditioning

Cable television service

Coffee/tea maker

Complimentary newspaper

Direct-dial phone

Hair dryer (on request)

High-speed Internet access

Internet access (complimentary)

Minibar

Private bathroom

Satellite television service

Wireless Internet access

Club Suite

Room description

1 king bed. Cable television service. Satellite television service. Direct-dial

phone. Minibar. Coffee/tea maker. Private bathroom. Complimentary newspaper. Hair dryer (on request). Air conditioning.

Accessibility features

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

Roll-in shower

These amenities may be available only in some rooms or units. Some amenities may incur additional fees.

Room Details

Air conditioning

Cable television service

Coffee/tea maker

Complimentary newspaper

Direct-dial phone

Hair dryer (on request)

High-speed Internet access

Internet access (complimentary)

Minibar

Private bathroom

Satellite television service

Wireless Internet access

Extra-person charges may apply and vary depending on hotel policy. Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges. Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.

Services > Country Inn & Suites boasts a wide range of services, including a 24-hour Business Center and an on-site health club and spa. The spa boasts trained therapists, exotic body polishes, refreshing steam, sauna, Jacuzzi and chilled shower.

Groups & Meetings >

Host Events We offer five different meeting rooms that can accommodate up to 600 people, plus 4500 square feet of sunny outdoor patio space. Audiovisual services, catering and a dedicated, professional staff are available to assist you in planning your event.

Dining >

On-Site Dining At our very own on-site restaurants, Mosaic and Oriental Kitchen, we serve outstanding cuisine from around the world. Enjoy the complimentary breakfast at our hotel in Jalandhar, including muffins, sausages, fresh fruit and more.

Business & Event

Audio-visual equipment

Banquet facilities

Business center

Computer rental

Dry cleaning/laundry service

Event catering

Multiple conference/meeting rooms

Room service (24 hours)

Secretarial services Accessibility Features**

Accessibility equipment for the deaf

Accessible bathroom

Accessible path of travel

Braille or raised signage

Handicapped parking

In-room accessibility

**These amenities may be available only in some rooms or units. Some amenities may incur additional fees.

What I learn in the front desk

First of all How to receive the guest.

How to attend internal & external calls in operator room.

How to Make a Booking on System.

How to make reservation by e mail, TA, company etc.

How to fill the details of guest in reg. card.

How to make room key.

Procedure of check in & check out.

Distribution of newspaper to guest room.

Making the Registration card.

Making the key card.

I knew that all the system is opera software.

Various facility offer to guest in our Hotel.

Guest complains Handle by GRE.

Slotting the bill in every night as the room wise.

In concierge pick the luggage and tag acc. to room no.

Check the daily mail.

VISA & Passport photo copy from the guest.

Slotting the trip Sheet.

Check the occupancy room.

Maintain the cash book.

Read a Log Book Daily.

HOUSE KEEPING

The housekeeping department in the hotel is responsible for the cleanliness,

Maintenance and aesthetic upkeep of the entire property from the entrance area

to the farthest basement of the hotel. The prosperity of the hotel is on giving it a

continues patronage not only because of its attractive advertisements and

expensive décor. It is the care shown in looking after the smallest detail of

cleanliness, promptness of service and cheerful staff, which remains as a

memory of a fine hotel and which remains as a memory of a fine hotel and

which ensures its flourishing business.

Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that.

The standard plays an important role in the reputation of the hotels. One feels comfortable only in the environment which is clean and well ordered, so cleanliness is important for health foremost also for well being.

Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue generating department, the housekeeping department takes care of all rooms is often largest department in hotels.

The rooms in hotels are offered as accommodation to travelers/ guest as individual units of bedroom. Some interconnected rooms are also made which will be helpful to the guest and families. Many hotels offer suits to the guest.

Hotel offer laundry, dry leaning facilities for guest clothes, shoe polishing facilities also.

Hotel aims to make environment comfortable and offer specialized service to the guest.

Hotel offer guest the choice of specialty restaurant, coffee shop. The bar also sells liquors which generate the revenue of the hotel. They are available in banqueting, meeting and private party facilities.

Revenue can be generated from conferencing, meeting, seminar etc.

These days shopping arcade also found in hotels.

A health club is a part of facilities of most large hotels especially resort hotels this also include swimming pool and spa facilities.

Hotels try to make the ambiance as pleasant as possible by nice color scheme, attractive furnishing and a well kept efficient staff.

Housekeeping is the department determines to a large extent whether guests are happy during stay and in turn mankind they return to the hotel.

The fine accommodation and service are provided to the guest so they are

pleased with the hotel. The guest satisfaction is its primary object and the hygiene factor must always be present in the hotel.

In hotels major part of revenue comes from rooms, rooms which is not sold on any night losses revenue forever and reason for poor occupancy can be anything like hygiene factor, cleanliness, lack of modernizing etc. hence main purpose is to improve whole appeal of the room. A guest spend more time alone in his room than any other part of the hotel, so he can check up the cleanliness he wishes to as some of the guest are more health conscious these days.

He may check up dusting, in-depth cleaning and losses confidence if properly not done e.g. If drawers are not cleaned he may generally won't feel like putting his clothes down. Decent room supplies are service like quick laundry and dry cleaning service shows guest that hotel is considering his comfort and wishes to please him. not only this from the cleanliness of lobby, public area, restaurant, cloakrooms, the state and cleanliness of uniform the guest can judge a lot about hotel. It can be positive or negative judgment we can conclude that housekeeping department contributes greatly to all guest impression of the hotel.

Executive Housekeeper

The Executive Housekeeper is responsible upkeep of the guest room public area and the back area of the hotel. This person must work thoroughly through others to get the work done. Each house men must be thoroughly trained in cleaning techniques the executive housekeeper is responsible for maintaining and controlling the endless. Inventory, which includes linen. Soap guest amenities the executive housekeeper like keep abreast of new ideas and techniques through trade journals and continuing education courses.

The main areas of responsibilities of the Executive Housekeeper are:-

.To take charge of the careful selection of the team of workers, their

Training and supervision at all levels

To sets standards for cleaning of room, public areas ,lobby area etc

To formulates the training procedures and work schedule

To maintains a cordial relationship with all the other departments without

Letting the efficiency of the department going down

To keep the departments expense within budget, careful selection of material

,their storage and economical use by her and the team are essential

To plans the timely replacement of heavy equipment’s carpets, upholstered linen

To attends to guest complains and requests promptly and takes note of the quality standards rendered to them

To attends the departmental meetings on a regular basis

To translates the management policies to all the staff working in the department and to maintain an effective communication flow both upwards and downwards.

HOUSE KEEPING DEPARTMENT & DIVISIONS

These divisions are:-

1. Floors

2. Public area

3. Linen and uniform room

4. The housekeeping control desk

FLOORS

There is 1 room boy assigned to each floor. It is their duty to clean up all the rooms, the veranda, corridors, pantry and the staircase. The pantry stores all clean room linen, guest linen, other amenities and magazines

The room boy must take an account off all the soiled linen before bundling them and throwing them down the shoot. Priority basis of cleaning rooms.

Guest request

VIP expected

VIP Resident

Front office request

Departure rooms

Expected arrival

Occupied room

Vacant rooms

PUBLIC AREAS

Lobby area

Lounge and porch area

Restaurants

Banquet Halls

Swimming pool

Executive office

Business center

Corridors

Terraces

Rest Rooms

Staircases

Back area of the hotel

LOBBY AREA

Re arrange the furniture and the cushions on a regularly when out of place.

Daily brass polish on the door handles

Door glasses must be cleaned as whenever smudged with fingerprints

Periodic cleaning of the house phones

Dusting of the furniture

Cleaning of the porch area, by sweeping and mopping

BANQUET HALLS

The cleaning of these areas is as per schedule of their actual functioning:-

The carpets must be vacuumed as per the requirement and the business

The furniture must be well placed

The centerpieces at the corridors must be dusted on a weekly basis

Polishing of the door handles must be done daily

Shampooing of the carpets must be done during the shift

SWIMMING POOL /SPA/GYMNASIUM

The swimming pool must be cleaned every morning

The area around the pool, and the furniture around must be dusted and rearranged on regular intervals

The gymnasium must be vacuumed, dusted and rearranged on regular intervals

The drinking water placed at the gym must be replenished regularly

LINEN AND UNIFORM ROOM

The linen room plays a very important role in the functioning of the hotel. Linen is a generic term used for the fabric manufactured from the fibers of afflux plant. It is a very expensive commodity and requires great care while handling. The hotel must maintain a par stock for all the departments, which will add up to, a large number. It is for the linen room to have well arranged shelves with heavier linen placed on the lower shelves and lighter linen on the top shelves. Proper arrangements must be made for worktables with seating location for seamstress, place for segregation of linen, trolleys and proper storage place for it. The linen room supervisor is responsible for the linen and uniform room. A computerized system is used to keep track of the stocks avoid pilferage

Room Linen

The room linen consists of

Bed sheets – king size and single

Duve sheets

Duve covers

Pillow covers

Towels-hand/face/bath

Bath mats

Bath robes

Procedures for linen control for rooms

The linen is replenished during the second shift. A count is taken against the existing quantity of linen in the pantry and is compared with the required amount to be maintained for each item. The room boys fill out a requisition form for the difference. The linen room supervisor then signs this requisition and replaces the lien at each pantry.

Food And Beverage Linen

All the F&B outlets which include the restaurants and banquets depend heavily on the linen room for fresh linen to be supplied on time; each outlet is given an allotted time to collect their linen. The linen used is as follows:

Table cloths Napkins Table frills Table mats Service clothes Dusters/wiping clothes

Mini Bar

The replenishment and placement of mini bar is done every day during the morning shift, there must be a constant check on all the items placed in the min bard. The guest the bill is send to the front office cashier for posting ticks off any consumed items on the minima checklist.

The items placed in the min bar

Soft Drinks like coke, sprite and fanta

Can juices like mango, orange, Apple.

Two Pint king fisher beer

Two Kingfisher ultra

Two Red Bull

One Qua water Small

One Evian Water Small

LAUNDRY

The laundry working for contract basis. This relationship is important for every department in the hotel to function smoothly. Procedures followed by the laundry department The soiled linen that is brought in by the linen and Uniform room. is sorted by item, and further sorted on color and laundered separately and pressed. The butlers bring in the guest linen; this is checked by the laundry supervisor and tallied against then laundry slip. The slips are entered into the guest laundry register and then passed place for billing. A hard copy is maintained, and acknowledged by the guest on receipt of his linen this is forwarded to the front office cashier. The linen brought in after 9.00 am is delivered the same evening.

PUBLIC AREAS

Lobby area

Lounge and porch area

Restaurants

Banquet Halls

Swimming pool

Executive office

Business center

Corridors

Terraces

Rest Rooms

Staircases

Back area of the hotel

Gifts

Hotel Offers Gift for Loved Ones The Country Inn & Suites Jalandhar, Punjab hotel has created some special gifts for your loved ones, family, friends and colleagues. Most gifts are presented in a gift voucher format ideal for gift wrapping or mailing to someone who is a little further away.

Country Inn & Suites can also arrange gift certificates for any time of the year, perhaps a birthday, anniversary, "thank you" or just for that special occasion.

PERSONNEL & TRANING

Personnel & training Depts. assists the Management of the hotel by Recommending and finally formalizing the duties of each category of employers.

DUTIES & RESPONSIBILITIES

Recruitment of new staff

Interviews of applicants for new jobs

Refer the job applicants to the different H.O.D’s

Verification of references

Defines hotel Policies, Benefits, Vacations, and Medical Facilities etc.

Set-up training program for new joins.

Set-up safety program

CONCLUSION

Hotels are the basis of tourism. Its mean those for the promotion of

tourism hotels are essential giving importance to the development of hotels

practically means promoting tourism. The Indian tourism development

corporation together with the State Tourism Development Corporation and the

ministry of Tourism and Civil aviation is playing an important role in creating the

infrastructure facilities for tourist.

This report was based on the operational aspects of hotel with its problems and

solutions. The project covers the following departments.

Accommodation:

When people are staying away from the home whether for leisure or business

they need some place that provides all the comforts of home. The

accommodation and catering which people receive on holidays trips as for

example are so important to them. If these two elements do not match the

requirements of the travellers the entire trip can ruined.

Cooperating and coordinating with all the departments of the hotels and taking

active part in all activities relating to service and comfort of guest also is a part

of their day to day job.

Without housekeeping staff there would be no accommodation fit for sale. The

housekeeping is perhaps the backbone of the hotel and its one of department

without which the hotel cannot operate