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Jaipur, Rajasthan
ACKNOWLEDGEMENT
As a part of 2nd year of the Three year Degree
course in Hotel Management, the students have undergone
an Industrial Training of 17 weeks which is a true exposure
to the actual functioning of the industry. This is the exact
time to get acquainted with the facts of the industry and
decide the area of professional interest.
I express my profound gratitude for having selected me
for the Industrial Training Programme. I would like to convey
my thanks to the Training Department for having co-
ordinated our training well.
This report is a brief of the departments I was exposed to
during my training period. This is a collection and
compilation of material of educative value gathered from the
hotel.
INDEX
INTRODUCTION
SCOPE, PURPOSE, OBJECTIVES, METHODOLOGY,
LIMITATIONS
PROFILE OF THE PLACE
PROFILE OF THE HOTEL
SPRIT TO SERVE
FOOD & BEVERAGE SERVICE
CONCLUSION
INTRODUCTION
Jaipur Marriott is the first Marriott international hotel in
Rajasthan under the Marriott hotels and resorts brand and is
an important milestone in our company’s history and future
growth. Among the most inviting Jaipur hotels near airport
facilities, the Jaipur Marriott is easily accessible to the Pink
City Offering exquisite gourmet experiences - Indian, Italian,
deli, live cooking stations and pastries - to suit every palate
Enjoy a day of pampering at the luxurious Quan spa with a
signature massage, manicure and pedicure.
SCOPE, PURPOSE,OBJECTIVES,
METHODOLOGY, LIMITATIONS
SCOPE, PURPOSE, OBJECTIVES, METHODOLOGY,
LIMITATIONS
SCOPE-
To analyze the present conditions and functions
of the hotel.
To study each Dept. in detail and how it
functions.
PURPOSE-
The purpose of this project is to study the
operation of hotel.
OBJECTIVES-
The main objectives of project is to –
To study the organizational structure.
To study the systems and procedures used in
each department.
To study the operation aspect.
To study how hotel functions.
METHODOLOGY-
The data required for the project has been
collected from primary and secondary services.
Primary Data Collection-
The primary data was collected during the on job
training in the hotel. System and procedure that each
department uses and how each department co-
ordinates with each other was learnt while spending
time in the departments while training.
Secondary data Collection-
The secondary data collection was
collected from the reference of books and magazines.
LIMITATIONS-
This study is limited because of following
reasons-
1. Major financial aspect of the hotel has not been given.
2. Insufficient exposure to each department.
3. All the members of each department did not give all
information that was registered.
4. Period of 17 weeks is not enough to know everything
regarding the hotel and its function.
PROFILE OF THE HOTEL
Guest Rooms
Our Jaipur luxury hotel's guest rooms feature Marriott
Revive® bedding with cotton-rich linens
Enjoy marble bathrooms with separate tub and shower,
blow dryer and lighted make-up mirror
Equipped with high-speed Internet access and well-lit,
spacious work desk with ergonomic chair
In-room entertainment at our Jaipur luxury hotel
includes cable TVs w/DVD & iPod docking stations
Enjoy daily replenished fresh fruits, in-room coffee/tea
maker, mini-fridge & 24-hr room service
Ideal for travellers, our luxury hotel's Jaipur, India
location is just minutes from the JAI airport
INTRODUCTION
The quality of food and beverage does not vary much in
same line restaurants but ultimately the most crucial and
most talked about aspect of food and beverage is the service
that goes along with it. A not so high quality food can be
camouflaged by excellent service but never can bad service
be camouflaged by good food. The aim of the operation is to
make the guest feel relaxed and at home.
Okra
International
Exquisite among international restaurants in Jaipur, Okra is
open for breakfast, lunch and dinner featuring Asian, Indian
and international fare served a la carte and buffet-style.
Staffed specialty stations include fresh pizzas, sushi, and
Teppanyaki.
Open for breakfast, lunch and dinner
Dress code: Casual
Reservations required
Saffron
Indian
Our Jaipur restaurant's contemporary Indian cuisine features
regional specialties including great kebabs, curries and
biryani along with a variety of local Rajasthani fare.
Vegetarian entrees are available upon request.
Open for dinner
Dress code: Casual
Reservations required
A delicatessen offering gourmet sandwiches, soup and
salads, Illy coffee & hand-rolled pralines.
Open for breakfast, lunch and dinner
Dress code: Casual
Lounge 18
Tapas
Serves teas, tisanes and lite fare during the day & cocktails,
wines and tapas in the evening.
Open for dinner
Dress code: Casual
Quo (Opening soon)
Continental
A multi-level night club and lounge with live music, great
cocktails and light tapas.
Open for dinner
Dress code: Casual
ROOM SERVICE
a) When a guest calls the Room Service, his order is taken
by the order taker who posts the entries into the
computer.
b) The cheque is printed on a printer which is kept at the
supervisors desk.
c) This cheque has 4 copies –KOT, Guest copy, Accounts
copy and F&B control copy.
d) The KOT and F&B control copy are taken off by the
supervisor and given to the kitchen and Room Service
steward who lays the trays or a trolley.
e) The breakfast is collected from the Room Service
kitchen, some of lunch, dinner items are picked up from
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.
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”
CO-ORDINATING DEPARTMENTS
KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads,
galantines and pates buffets of banquets.
Pantry- To pick up sandwiches, fruit platters, fresh juices,
individual salad portions.
Hot ranges & Grills- Hot food items such as steaks, chops,
etc.
Bakery & Confectionery- to pick up breads, pastries,
cookies and ice creams.
Still Room- To pick up hot beverages, e.g. Tea & coffee.
KITCHEN STEWARDING
This department primarily controls the storage, issue and
maintenance of service equipment in the restaurants and
kitchens. The sanitation and hygiene of the kitchen and its
overall maintenance come under this department. It is also
responsible for the employee’s cafeteria.
STORES
The source from where the steward can pick up supplies of
proprietary sauces, stationary, etc. for the restaurant.
HOUSEKEEPING
This department is responsible for the cleanliness,
maintenance and the aesthetic beauty of the hotel. It is also
the source for uniforms, linen and flowers.
ACCOUNTS DEPARTMENT
a) Restaurant Cashier
Receives all cash and credit payments made for food and
beverage sales in the restaurant and bar. If the guest signs
the bill, the steward may verify his name and
room number by asking the restaurant cashier to check on
his computer terminal.
b) Front office cashier
This is the central point where all the checks signed by hotel
residents are collected and entered in the total bill.
ENGINEERING
This department is responsible for the maintenance of all
mechanical and electrical equipment in the restaurant. Also
for controlling the air-conditioning or heating.
FRONT OFFICE
The front office maintains a record of all guests staying in
the house. This department also co-ordinates all group
movements & meal plans.
INTRODUCTION
The Housekeeping department of any hotel plays
an important role in the maintenance of the revenue earning
potential of the organisation, because the sale of rooms
constitutes a minimum of 75% of the hotel profit and the
Housekeeping department is responsible for the upkeep of
the same. In other words, a hotel gets largest margin of
profit from room sales because rooms once made can be
sold over and over again if the Housekeeping department is
efficient enough in the maintenance of the room in a
saleable condition. A good hotel operation ensures optimum
room sales to bring in maximum profit.
Room sales in a hotel is dependent on many
factors concerning the room itself , like the facilities, decor,
cleanliness etc. Rooms once made can be re-designed to
meet changing guest requirements, but the maintenance
and upkeep of the same is still to be handled by the
Housekeeping department. Another aspect to be considered
while evaluating the room sales projection is the personal
tastes of the guest segments which may vary even
individually.
Since the choice varies the task of appealing to all kinds
of guests become quite difficult. To make the room
appealing to a guest is the task of the house keeping
department. Thus the personal effort which the department
makes in giving a guest a desirable room has a direct
bearing on the guest’s experience of the hotel.
The Housekeeping department is not only responsible
for the upkeep of rooms but also of the various public areas
which guest frequents. The various public areas, especially
the lobby go a long way in influencing a guest’s opinion of
the organization and may result possible increase in
prospective and existing room sales. These areas leave a
lasting impression on a guest’s mind as it is often the first
impression that is the most lasting impression.
CONTROL-DESK
It is situated on the service floor near the executive
Housekeeper’s office. It is the central nervous system of the
housekeeping department. From here all the information is
passed and taken from various outlets and floors.
FUNCTIONS OF THE DESK :
1. Attending guest calls and handling complaints on the
phone. The guests usually ask for laundry service and
other requirements like soaps, towels etc.
2. Taking the departure room from the Front Office and
releasing the cleaned rooms
3. Informing the room attendants for work like putting extra,
water in the guest room , collecting guest laundry etc.
4. Informing the maintenance department about
maintenance job in floor or public areas.
5. Filling the lost & found register, making the lost & found
slip and putting the items in the lost & found cupboard.
6. Issuing floor keys and collecting them during different
shift.
7. Filling the log book at the end of each shift .
REGISTERS MAINTAINED IN THE CONTROL DESK
1. KEY REGISTER : Record of all keys are maintained in this
register.
2. LOST AND FOUND REGISTER : It has all the information
about the lost & found articles.
3. COMPLAINT REGISTER : Guest complaints are written in
this register.
4. FLOOR SUPERVISOR REGISTER : One register is
maintained for each floor . All the room checked, room
status, etc. information is written.
5. LOG BOOK : It is used for writing instruction and
information for the next shift.
6. STAFF ATTENDANCE & GROOMING REGISTER : The
attendance of all the staff is taken daily and their
personnel grooming is also checked , these are recorded
in this register.
7. STORE REGISTER : The record of the items received
from the main store and items issued to floor pantry are
written in this register.
CLEANING PROCEDURE
VACANT ROOM
A vacant room is one which has not been let last
night i.e. there is no guest in the room. Since it is a night
ready room, the following jobs will have to be done to
convert it to a day- ready room.
1. Open out the curtains.
2. Put off the bedside light.
3. Remove the Breakfast Door knob order and replace on the
bed side table ledge or writing table drawer.
4. Convert Night-bed to Day-bed.
5. Change the drinking water.
6. Dust all the furniture, bath and wash basin as well as
otherwise when water is put in a film of dust can form.
7. Flush the toilet daily.
8. If a room is vacant for several days then:
a) Wash the bathroom floor.
b) Vaccum clean the carpet.
c) If there is a balcony or terrace, wash the floor.
OCCUPIED ROOM
A stay over room has guest staying, who are
not due to leave on that i.e. the room maintain the occupied
status.
Cleaning will vary in an occupied room as the
guest’s belongings are placed in the room. A general set rule
is to never touch guests’ belongings. Do not open drawers
since the guests have their personal belongings. Replenish
room amenities and supplies. Arrange shoes and slippers.
Hang the clothes in the wardrobe and also fold and put in
the original place where it was.
The following procedure is to be followed while
cleaning an occupied room:
1. Place trolley outside the room, in the corridor.
2. Pull back the curtains, open windows to ventilate the
room.
3. Empty the ash trays and waste basins.
4. Remake the beds.
5. Clean the bathroom.
6. Remove all soiled linen( bathroom and bed linen ). Place
them in the linen bag in linen trolley.
7. Check the room for cob web or any insect.
8. Close the windows.
9. With the damp duster, dust the furniture, moving in a
clockwise direction.
10. Check that all the electrical fittings, T.V. etc. are working.
If not, note it down and report to the Floor supervisor. Also
report anything missing or damaged.
11. Replace ashtrays and waste basins.
12. Vacuum the floor and upholstered furniture.
13. Check the room appearance, straighten as necessary any
pictures, curtains etc. and remove any smears on the
mirror or furniture. If mirror cleaning looks to be
necessary then inform the Desk supervisor or the Floor
supervisor.
DEPARTURE ROOM
Cleaning of a departure is carried very
carefully. The following steps are to be taken in cleaning of a
departure :
1. Place trolley outside the room, in the corridor.
2. Pull back the curtains, open windows to ventilate the
room.
3. Empty the ash trays and waste basins.
4. Remake the beds.
5. Clean the bathroom.
6. Remove all soiled linen( bathroom and bed linen ). Place
them in the linen bag in linen trolley.
7. Check the room for cob web or any insect.
8. Close the windows.
9. With the damp duster, dust the furniture, moving in a
clockwise direction.
10. Check that all the electrical fittings, TV etc. are working. If
not, note it down and report to the Floor supervisor. Also
report anything missing or damaged.
11. Replace ashtrays and waste basins.
12. Vacuum the floor and upholstered furniture.
13. Check the room appearance, straighten as necessary any
pictures, curtains etc. and remove any smears on the
mirror or furniture. If mirror cleaning looks to be
necessary then inform the Desk supervisor or the Floor
supervisor.
14.Make sure that the room is locked properly while leaving
the room. It should be never left open in any
circumstances.
BATHROOMS
A clean bathroom gives the guest idea about the
hygiene standard of the hotel. Following steps are followed
for cleaning the bathroom:
1. Wash and dry ashtray of bathroom.
2. Empty and clean the sanibin.
3. Clean the glass shelf and place fresh gargle glasses.
4. Clean the bathtub ,paying attention to waste grid overflow
plug and chain, and taps. Wipe over the bath panels, tiles,
shower head, shower curtains, towel rack, soap holder,
grip bar etc.
5. Clean the W.C. using toilet brush and wipe the outside and
both sides of the seat with a disinfectant. Wipe flush
handle, pipe and tiles.
6. Wash your hands and clean the wash basin, paying
attention to waste grid, overflow plug and chain, taps,
underside of bowl, vanity unit, panels and mirrors.
7. Place clean towels on the towel rack. Check toilet paper
and replenish the guest supplies.
8. Wash floor using the bucket from trolley and sponge mop.
Take care with corner and area behind the door. Water
must be changed when dirty. Replace the sanibin and
leave the door ajar.
TURN-DOWN SERVICE
The house keeping department provides the Evening
service to all the occupied rooms as well as expected arrival
rooms. The following services are provided in this time :
THE ROOM
1. Close and draw the curtain.
2. Put on the bedside lamp.
3. Remove the bed spread, fold and keep in wardrobe shelf,
turn down the bed.
4. Empty out the dustbin and ashtray (if required).
5. Dust the room (if required).
6. Place the BREAKFAST KNOB CARD on the bed.
7. Vacuum clean the room (if required).
8. Fill water in the flask.
THE BATHROOM
1. Replace any used towel.
2. Clean bath, W.C. and washbasin (if required).
3. Clean the mirror.
4. Replace any supplies (if required).
5. Clean the floor (if required).
PUBLIC AREA CLEANING
Public areas include lobby, guest
elevators, restaurants, health club, executive offices, beauty
parlor, main porch etc. These areas are the guest contact
areas for the hotel, so they must be look their best at all
time.
If the lobby is littered, the whole
establishment suffers, as it create a bad impression on the
guest. The public area cleaning job like floor washing,
moping, vacuuming, etc. or using heavy / noisy equipment is
carried out during the night or early morning hours, as the
public moment is less during these hour.
LOBBY CLEANING
The lobby is the area that requires constant
vigil not only because heavy public traffic mark-mitts
passage by foot prints, cigarette stubs, and dust but also
because the of the lobby is all important if an institution is
have a favorable impact on the new arrivals.
Matting or carpet put down at the entrance
can be helpful but if crowd come and goes frequently, a
house-man should be assigned to see that entrances are
kept moped throughout the day and no litter is there in the
lobby . cleaning and emptying out the ashtrays is another
continuos job for the house-man on duty in the lobby.
Night house-man’s jobs for the lobby are
scrubbing of the lobby floor, vacuum and shampooing
carpets, cleaning glasses, polishing doors, etc.
GUEST ELEVATORS
Like lobby the elevators are used frequently .
Due to heavy flow of guest, with their luggage, in the
elevators the floor and walls of elevators are damage. These
are the most difficult mark to remove. Therefore a constant
cleaning and maintenance is required.
STAIRWAY
All stairs are to be moped daily. These should be
regularly polished and checked for maintenance.
CORRIDORS
Clean corridors reflect the cleanliness
standards of the hotel. A very important aspect to be
checked is that the room service trays should never be
placed along the corridor. Stating from the top all ceiling and
wall fitting are to be dusted . all the doors are wiped clean
and corridor carpets are to be vacuum daily
RESTAURANTS
Restaurants are the privilege of the hotel. They
should live up to the reputation of the hotel. Thus constant
care of the restaurant to make it look presentable is a must.
This is a place where there are chances of left over food
derbies which may lead to the inflow of rodents and insects.
Thus restaurant should be sprayed with pesticide in the
night.
Cleaning work in the restaurant should be
done during the night time because that is the time when
the restaurant is least occupied .
The following is to be carried out:
1. Clean tables and chairs thoroughly using upholstery brush
and vacuum around the table.
2. Wipe the window edges and window panes.
3. Do dusting or remove the stain if any on walls.
4. Vacuum the carpet.
Cleaning of restaurant should be done after it has been
closed for the day. Coffee shop cleaning should be done in
parts as it is open for 24hrs.
SWIMMING POOL
Early in the morning the pool must be cleaned.
The pool side floor have to be scrubbed. Pool side toilets are
to be cleaned thrice a day. The pool side chairs and lawns
are to be cleaned .
PUBLIC AREA RESTROOMS
Public area restroom should be clean all the time. The
restroom in the lobby , restaurants and banquets should be
thoroughly cleaned in the night shift. During the day time,
after regular interval of time the restroom should be
checked.
WORK FLOW CHART OF HOUSE KEEPING
The work flow in the Housekeeping department
can be summarised as the functions of its operative and
supervisory level staff. This may be done by outlining their
routine tasks as follows :
ROOM ATTENDANT
1. Collect section key.
2. Stacking of trolleys with linen &supplies.
3. Check for CLEAN MY ROOM card and servicing the same.
4. Cleaning departure room, occupied room and vacant
room in the same priority.
5. Making bed , dusting , vacuuming, cleaning toilet and
replenishing supplies.
6. Filling occupancy status .
7. Reporting maintenance jobs .
8. Returning unused supplies to the pantry.
9. Leave the section key at the desk, at the end of shift.
10. The late duty attendant does servicing of room if any
left over from the morning shift, due to DND or guest
request.
11. The late duty attendant does turn down service in the
room .
HOUSEMAN (FLOOR)
1. Collect fresh linen and transport to the floor pantry.
2. Disposing off the garbage in the trolley.
3. Cleaning of pantry and service area.
4. Help room attendant in spring cleaning .
5. Do heavy cleaning windows , under the bed etc.
HOUSEMAN (PUBLIC AREA)
1. Dusting all furniture and accessories.
2. Dry mopping of carpets and floors respectively.
3. To remove garbage and clean out ashtrays.
4. To brasso all door handles , brass plates and other brass
fixtures.
5. To clean glass surfaces.
6. Banquet house-man is also in-charge of the banquet
courtyard and he also act as a reliever for the lobby
house-man.
FLOOR SUPERVISOR
1. Check log book for previous day’s messages.
2. Take room status.
3. Collect floor master key.
4. Briefing of HK staff.
5. Inspect all vacant room and night clear room and clear
them to front office.
6. Check immediate maintenance jobs and inform the
Engineering Department.
7. Collect the occupancy from room attendant and list of
DND room.
8. Fill the FLOOR SUPERVISOR CHECKLIST and FLOOR
REGISTER.
9. Maintain inventory and control of guest supplies and
equipment on floor.
10. To enter lost and found article , from the floor at the HK
desk.
11. Return the master key of the floor ,at the end of shift.
PUBLIC AREA SUPERVISOR
1. Takes the round of the public area.
2. Keeps a check on the house-men working in the public
area.
3. Check on flower arrangement in public area .
4. Check on the basement and swimming pool.
5. Check the banquet cleaning.
NIGHT SUPERVISOR
1. Check on all night house-men.
2. Check the departure room in the night.
3. Write the NIGHT SUPERVISOR REPORT in the log book.
4. Check the cleaning done by the house-men.
KEY CONTROL PROCEDURE
The house keeping holds keys with which guest rooms
can be opened. There fore a control is necessary to ensure
the guest’s and his belonging’s security.
All keys are issued to the staff at the starting of each
shift and collected at the end of shift, from the control desk.
While issuing and depositing the key all have to sign the
register.
LOST AND FOUND PROCEDURE
Often the guests forget some of their
belongings in the room while checking out of the hotel. Such
items when found by any of the hotel staff are to be
deposited in the house keeping department.
Whenever an item is found an entry is made
in the log book. If the item is not useful to the guest then the
guest gifts it to the room boy. A non returnable gate pass is
made in the name of the finder. It is then signed by the
Executive House keeper and the lobby manager. An entry is
made in lost and found register.
If the guest has forgotten an item in the
room, then it’s entry is made in the log book and in the lost
and found register. There are three copies of the lost and
found slip, which is white in colour and is kept with the
article. The second copy, which is green in colour, is sent to
the front office manger, who to guest about it. The third copy,
which is yellow in colour, remains in the control desk for
record.
The guest is reminded thrice , if he does not
respond within six month of finding of the article is either
auction or given to the finder of the article.
All lost and found are classified into the following types:
1. VALUABLE- e.g. Gold items, money, camera etc. If these
items are found in the room then they are kept for one
year.
2. INVALUABLE- e.g. Clothes, books, toys etc. If these items
are found in the room then they are kept for three months.
3. PERISHABLE- e.g. Edible items, drinks like beer, scotch,
whiskey are given in the food and beverage department.
Edible items are given to the finder.
All valuable items are kept with the Executive house
keeper or security and all invaluable items are kept with the
deputy house keeper. Whenever the guest comes to collect
the item, he signs in the register for the item. Then this
information is entered in the lost and found register.
Whenever the items are given to the finder i.e. after a
particular period of time, they are also given a gate pass to
identify the item with the security at the time of leaving the
hotel at the time office so that they are allowed to remove
the item from the hotel’s premises.
LINEN ROOM
In the linen room all staff uniforms and linen are kept.
Linen and uniforms are issued to the staff on the basis of
‘Clean for the Dirty’. Mending work of the linen and uniform
is done in the linen room.
Uniforms are arranged number-wise, i.e. all the staff is
given a number which is written on their uniform and with
their department code.
Linen room is managed by one linen room
supervisor, one tailor and one house-man. Fresh uniform for
the staff is made in the linen room.
LAUNDRY
The laundry is an important sub-department of the
house-keeping department. The various services provided
by the laundry are :
1. Guest laundry : the guest’s clothes are taken from the
guest room after receiving a call from the guest who
wants the services of a laundry. A laundry list is placed in
the room which the guest fills, of which one copy is given
to the guest and other two are for the front office cashier
and the laundry records. Laundry charges are posted in
the guest room account.
2. Dry-cleaning service
3. Ironing
4. Hotel linen washing
EQUIPMENT USED
1. Washer (capacity 50 kg)—Snow White Engg. Co.
2. 02 Hydro machine (capacity 25 kg) – Stefab Engg. Co.
3. Washer (capacity 100 kg)—Stefab Engg. Co.
4. Dry tumbler machine (capacity 50 kg)—Snow White Engg. Co.
5. Vap-o-jet
6. Calendring machine
CLEANING AGENTS
1. Clax 100 detergent
2. Clax boost whitener
3. Clax hour—removes yellow tinge
4. Clax comfort—provides softness and perfume
Liquid bleach—to remove stains
The Hotel now unfolds its new-age grandeur with the newly
appointed spacious deluxe rooms and designer suites that
beckon you to indulge. The guest rooms with their exquisite
selection of furnishings are equipped with world-class
facilities and luxuries. All rooms have inspiring views
overlooking the pool or the well-manicured and landscaped
gardens. Midst all this, care has been taken to keep intact
the hotel’s inherent spirit, history and the ‘Old World’ charm.
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.
DIFFERENT AREAS OF THE FRONT OFFICE
1. The main areas of the Front Office are
2. Reception.
3. Cashier.
4. Concierge.
5. Telex and Fax.
6. 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 .
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.
which gives the status of the room whether it is occupied,
occupied ready, vacant, vacant ready, out of order etc. With
that list only the selling done. 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.
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.
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 allotting
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.
FUNCTIONS PERFORMED :
RECEIVING MESSAGES : A hotel provides a complex series
of services to guest and in order that all are co-ordinate
communication is very essential. Incoming calls are
transferred to the guest. If the guest are not available the
message are noted down and the message light is turned on
for the room. So that the guest comes to know that there is
a message for him at the reception.
TRANSMITTAL SLIP : It is a facility provided to the guest.
In case the guest needs a car for the day as incase of airport
pickup or a drop to some place, transmittal slips are filled in.
This is prepared in duplicate. The Lobby manager has to
sign on it.
ROOM CHANGE : In case of room change, a change slip is
filled in. Four copies are prepared. They are for the
following departments :-
Bill Department copy.
Room Service Copy.
House Keeping Copy.
Telephone copy.
MAINTENANCE : In case of maintenance of anything in the
reception department. A maintenance order is filled. It is
prepared in duplicate.
HANDOVER : During the change of shifts the person
working has to handover all the responsibilities to the person
who has come in. For this a handover slip is filled up and
also writes down the necessary work to be performed by the
next shift. So that work can be carried out smoothly.
INTERNAL COMMUNICATION UNIT
An important part of the reception is the ICU. This area is
located at the back of the reception It is the place from
where the messages are received noted into a log book, fed
into the computer for a particular guest in his reservation
folio. Put in a message envelope and slipped through the
guest door .Another important function of this area is to
receive and sent faxes. All the reg. cards are printed and
sent from here.
EXPECTING A CALL/MESSAGE SLIP
Expecting a Call slip is filled up by the guest or by the
receptionist. If the guest is expecting a call but he is not
there in his room but some where in the hotel only.
Message slip is a type of slip, which is filled up by the
receptionist along with the message in case the guest is not
available in the hotel.
GUEST REGISTRATION FORM
This particular form is presented to the guest when he
check’s-in, and it mainly consists of Name, Address
Organization, designation, & nationality and in case of a
foreigner it contains his passport no. details along with Room
no. Date of arrival and departure. And the mode of
payment.
Finally the guest has to sign a declaration that he will
release the room by checkout time whatever it is on the
departure date.
ROOM KEY CARD
Room key Card is issued by the receptionist of the Front
office Department to the guest, who checks- in the hotel. It
is a card, which is used as a identification card by the guest
in the hotel while requesting for the key, signing in the
restaurant, bar and on checkout, On one side of the card it
contains Name, Room no., rate, arrival & departure and on
one side is the different outlet’s of the hotel along with their
timing’s are given.
RESERVATION CARD :
A reservation card is one that is filled in at the time of check
in. The details extended are :-
1. NAME OF GUEST.
2. DESIGNATION AND OCCUPATION OF GUEST
3. NATIONALITY
4. DATE AND PLCE OF ISSUE OF PASSPORT.
5. DURATION OF STAY IN INDIA
6. PERMANENT ADDRESS
7. DATE OF ARRIVAL IN INDIA
8. ARRIVED FROM
9. IF EMPLOYED IN INDIA
10. REGISTRATION CERTIFICATE NUMBER
11. DATE AND PLCE OF ISSUE
12. NUMBER OF PERSONS STAYING
13. NEXT DESIGNATION
14. DATE OF ARRIVAL
15. TIME OF ARRIVAL
16. DATE OF DEPARTURE
17. BILLING INSTRUCTIONS
18. PARTICULARS
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 HOTEL in Centre for Reservations.
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 : Airlines
CRS : Central Reservations
: Inter-Hotels-use hotel code like HOT, HOG
etc.
GUARANTED 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 HOTEL, 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.
EARLY CHECK – IN :
This term means that the guest would check in to the hotel
before the standard check in time of 1200 noon.
CASE I
In case the guest wants to check in after 7:00 am on the day
of check in, he may be allowed that without any extra charge
by any member of the front office team,.
CASE 2
In case the guest wants to check in before 7:oo am on the
day of arrival, he is charged for one extra day however the
decision lies in the hands of Fom/Asst. as to whether to
charge or not .
MODES OF RESERVATION
The different modes through reservation request are made
to the hotel are as follows:
Personally
Letters
Telephone
Telex
Fax
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 3.
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.
Meal Arrangements
Call up the Meal Arrangement Screen by enters “MA” fill
in the relevant details and then create through control
2.
Create the Travel Agents details and the Billing
Instructions in the same way as for Fits.
Check the Group Member Directory to ensure all group
members are pre-registered.
If the group has made any deposit make the relevant
entries.
Note the group folio # on the correspondence.
The individual folio nos. May be noted alongside the
names on the rooming list.
Filling
It is important to create many copies of the correspondence
for one group with many visits. One copy of correspondence
can be filed in each date of arrival. A master file may also be
created for large groups with many visits.
Group Cancellations
Group cancellations should be done at least 30 days before
the arrival of the group, otherwise, retention may be
charged to the
a. Size of groups
b. Relation between TA and hotel.
c. Inconvenience caused.
d. Loss of revenue.
Cancellation / Amendment
a. On receiving a call for cancellation or amendment, take
down all necessary details on the printed form. It is
very important to take the Contact No. and the name of
the person requesting the cancellation/amendment.
b. Retrieve the earlier booking by first doing an ARR or GU
then display the folio by doing a “FO” (Space) #
For a cancellation, change the status from “PREREG” to
“CXL” and enter the name and contact no. of the
person authorizing the cancellation in the note column.
Then update the folio by pressing control 2 after doing
the preliminaries.
For an amendment change the relevant details on the
folio and then update the folio (after checking status)
c. After the above process attach the new correspondence
to the original and file it as same as before.
INTRODUCTION
Hotels are justly proud of their reputation for fine cuisine and
elegant dining. Food production is an integral part of the
services of the hotel. When the guest arrives at the hotel he
not only expects a comfortable and relaxed stay , but he also
expects good food of the highest possible standards
Especially in today's times with growing competition it is
very essential that the hotel tries to provides as many food
outlets to the guest serving various kinds of quality cuisine.
Nowadays the restaurants not only provide services to the
in-house guests but also to the local guests and the
recognized patrons. In fact many of the hotels are famed by
their food outlets and their chefs. Although at the Hotel
more importance is given to the rooms rather than the food
production, it cannot be denied that the various restaurants
do a lot of business and thereby generate a good amount of
revenue for the hotel.
Food production is a respect to the connoisseurs of food who
have been passing techniques and styles of cooking from
generation to generation. It is due to this fact that food
production has developed to the advanced form it portrays
today. Even for achieving the goals of profit, emphasis is not
only on quality of food and techniques of preparation but
also on hygiene ' 'nutrition., satisfaction, and economy to a
customer.
In this the various sub-sections co-ordinates with each
other to make to the operation run smoothly & efficiently.
MAIN KITCHEN
In every hotel the kitchen is divided on the basis of their
operations size and location on an way be further sub
divided into various sections. On the basis of the cuisines or
dishes prepared. The most important part of any hotel’s F &
B production is the ‘Main Kitchen’
The main kitchen is the largest kitchen in any hotel,
where most of the food handling and cooking taker place.
This kitchen caters to the F & B outlets directly or through
the satellite outlet kitchen. Therefore this kitchen handler
the basis cookery like cooking of the stocks, sauce, gravis,
soups and other simple dishes which can be produced in
large soups and other simple dishes which can be produced
in large quantities and be supplied to other satellite kitchens.
Thus saving a lot of time energy. One the part of the satellite
kitchens and simplifying their task. As every hotel different
cuisines, this kitchen has different individual sections to
handle each cuisine like the continental kitchen, the India
curry kitchen, and the Chinese kitchen. This kitchen may be
subdivided on the basis of work being handled in those
sections like pantry the Garde manger, the India Tandoor
etc. These sections handle basic cookery as well as cater to
the outlets directly like the Room service and the banquets
in the absence of separate Banquet kitchen).
MAIN KITCHEN
The main kitchen in the Hotel is located on the ground floor
near the back gate to facilitate the receiving of food items
and is attached to the room service kitchen bar and room
service operation cabin.
There is a notice board on the left side of the main kitchen.
From the kitchen stewarding section where all the banquet
function contracts are pinned duty rotary are displayed and
Training schedule are put up. All-important notices given by
the executive chef is also put up here.
BAKERY & CONFECTIONERY
1. To make Recipes and set methods of production of
basic doughts; preparation of different types of rolls.
2. Maintain Baking oven Maintenance, operation and
temperature control.
3. Volume of breads and rolls made per day.
4. Usage and type of mixing, fermentation and Baking
equipment and accessories.
5. Preparation of basic doughs and pastes. Sponges and
pastry mixtures and their recipes.
6. Ingredients and methods of preparation of various
pastries, chocolates, toffees and confectionery.
7. Special cake orders and their decorations.
8. Storage of chocolates and pastries.
9. Supply of bakery items to the pastry shop.
10. Operation of special equipment and their utility.
11. Preparation of cookies and breakfast rolls.
12. Basils of requisition.
13. Energy expenditure and consumption.
14. Wastage control and pilferage.
15. Prices of ingredients and pricing.
16. Pre-plated desserts for A la Carte service,
preparation and service of sweet sauces like Melba,
Chocolate, Vanilla, Sabayon etc.
17. Egg less desserts that are prepared.
18. Desserts for buffets of various varieties, colors.
INDIAN
1. Recipes and methods of preparation of Tandoori items,
Banquet/Ala Carte, Speciality restaurant.
2. Preparation of Indian gravies and marinades.
3. Co-ordination with butchery deptt. for various cuts of
meats with reqd. portions.
4. Preparations of Indian food for Banquets/A La
Carte/Speciality restaurant.
5. Energy expenditure and consumption.
6. Wastage control and pilferage.
7. Operation of special equipment and their utility.
8. Storage of different Indian items.
9. Basis of requisition of supplies.
GARD-E-MANAGER
1. Preparation of meat trays, pates, galantines, salads,
canapés, aspic and other special specific presentations.
2. Ice carvings and butter sculptures.
3. Equipments used, their upkeep and care.
4. Co-ordination with butchery and preparation of orders.
5. Classical appetizers prepared.
PANTRY
1. Preparation of cold sauces and salad dressings.
2. Preparation of sandwiches, burgers and fruit platters
with accompaniments and garnishes.
3. Preparation of cold soups, salads and fruits cocktails.
4. Arrangement of fruit baskets of VIPs and fruit displays
for the buffet tables.
5. Location and utility of walk-in and reach in coolers.
6. Preparation of special hors d’ oeuvres.
7. Preparation of fresh fruit juice.
8. Types of cheese in use.
9. Preparation of pantry items for banquet functions.
10. Wastage control.
11. Portion estimate for buffet.
12. Hygiene standards.
13. Consumptions and cost of important items.
14. Storage of imported Ingredients especially smoked
Salmon and Cheese.
HYGIENE AND SANITATION
Hygiene and sanitation are intrinsic and important parts of
food production. These not only create a good place for
working but also help in maintaining quality of food.
Therefore, proper hygiene and sanitation of staff, kitchen
and equipment must be maintained. Special attention should
be given to personal hygiene and cleanliness of kitchen. The
following points are only a broad base for maintaining
hygiene and sanitation.
PERSONAL HYGIENE
Staff should be in a fresh and clean set of uniform every
day.
Staff should be told have short, well-groomed hair and
halls.
Staff should put on proper and clean kitchen shoes. Cap
should be worn to avoid hair falling in food.
Periodical medical/health check-up of food handling
staff should be done.
Staff should wash hands before starting work. For this
hand-washing sink, soap, towel and dryer should e
provided.
Staff briefed on maintaining personal hygiene and its
importance for themselves.
No smoking order to be followed by all in the kitchen.
A first-aid kit to be available in the kitchen.
KITCHEN HYGIENE AND SANITATION
The ceiling of the kitchen should be minimum 10 feet
high.
The kitchen should be well lit and ventilated.
The flooring should be of non-skid surfaces.
Pest-o-flash should be installed.
Bathroom and garbage room should be away from the
production area.
A pest control agency should be employed.
Fire extinguishers must be available.
All hoods and exhaust fans to be cleaned periodically.
All floors should remain clean and dry.
HOT AND COLD RUNNING WATER SHOULD BE
AVAILABE
Wire mesh-swinging doors to be provided at entry and
exit of the kitchen.
All cold stores to have automatic locking doors. Alarm
bell should be fixed.
All equipments and tables to remain always clean.
All kitchen accessories should be washed with
detergents everyday.
Dustbins should be periodically emptied and kept
covered.
Garbage room to be kept closed.
All walls, ceilings, air vents, light fixtures, counter taps
and other surfaces must be free from dust and be in
good repair.
Automatic dishwasher must be equipped to sterilize
cutlery, crockery, glassware, etc.
Leftover food to be stored well covered and at proper
temperature.
Cold stores should maintain proper temperatures.
All kitchen drains should be kept covered with clinging
wrap.
All cooked and semi-cooked food should be kept
covered.
First-aid kit should be kept in the kitchen for
emergency.
FORMS/RECORDS AND REGISTERS
Butchery Production Register.
Butchery Issue Register.
Butchery yield and issuance statement.
Portion Chart.
Attendance Register.
Duty Roster.
Over Time Register
Daily Consumption Sheet.
Kitchen Consumption Register.
Inter Department Transfer.
Maintenance Slip.
Requisition Book.
Log Book.
Banquet Production Sheet.
Recipe Form.
INDIAN KITCHEN
This section of the kitchen caters to the production of farm
our Indian delicacies like karahi mug, jalferezi, Biryanis etc.
The Indian kitchen in the Durbar and the coffee shop
producer order for the jabled hote & Q- la- Carte menu
The Indian kitchen in the main kitchen producer food for the
banquets buffets and room service. There is a Tandoor & a
Halwai section for only the room service orders. The
meetings produced are sent to Durbar and frontier.
WORK CARRIED OUT
The work with the Indian Section is mainly launch & dinner
as continental breakfast & Indian breakfast are served
according to the choice of the guest.
MORNING SHIFTS
The work in the morning shift include the preparation of
dough, cutting of vegetables etc. or given below.
Kneading dough for paranthas poori.
Preparing stuffing for paranthas & sanosau.
Preparing stemmed rice.
Preparing Pulao and Biryanis.
Preparing sanoshas.
Preparing gravies like Labrador, tomatoes,
White gravy etc.
Before handover, the kitchen is cleaned & he position of the
products is known. All items to be made fresh are
determined of the wage is understood. The staff has its
launch & goes off duty.
AFTERNOON DUTY
During this shift the banquet order are taken care of and the
buffet is prepared for the buffet in the banquet hall.
Mis-on-place is done for this Pulao & vegetables are
prepared again.
The work left by the morning shift is completed.
All a la Carte and Room service orders are taken care of off.
EVENING SHIFT
The afternoon shift gives the handover to the evening shift
all incomplete work is continued. The orders during this
period are very low. Usually the work carried out is as
follows.
Soaking of chana, dal etc.
Preparation of gravia.
Through cleaning of utensils 8 ranges.
Mis-en place for the morning shift.
VARIOUS GRAVIES USED IN THE KITCHEN
MAKHNI GRAVY
Tomato purees brown cashew paste brown onion paste red
chilli powder salt cooking butter cream maida (for
thickening).
WHITE GRAVY
Cashew nut onion (boil separately) Khush khus make fine
paste, ad green chillia to the paste. Take oil, her and add
beaten curd. Add ginger garlic paste and the about paste
salt mashed khoya white pepper.
YELLOW GRAVY
Make paste as for white gravy. Take oil heat, add methi
Dana, ginger garlic paste and beaten curd add the above
paste turmeric powder red chilli powder salt boiled onion
paste strain.
RED GRAVY
Whole garam masala white gravy tomato puree ginger garlic
pastes ed chilli powder salt
KADAI GRAVY
Heat oil sauté chopped onions add neat/vegiters bhunao add
the Kadai gravy (stock tomato puree) cook neat coarsely
ground pepper Dania jeera powder garam masala powder
kasuri methi salt red chilli powder. Chicken with corn flour if
required. Finish with a little jeera powder.
BROWN GRAVY
Boil cashew onion boil Khush separately. Make paste beaten
curd Dania powder red chilli powder salt fresh tomato puree
above paste brown onion paste strain
EQUIPMENTS USED
Ranges
Salaam under
Large knife
Tandoor
Skewered
Kadhai
Degchis
Large woks
Frying spoons
Deep-freeze
Refrigerator
Hot plate
Knives
Chopping board
TASKS DONE
Chopped onions for green salad
Kneaded dough for parantha
Prepared dough for pooris
Prepared stuffing
Cut veg. For pakori
Prepared Gulab Jamun
Mis-en-place
Prepared orders
Chopped meat for curries
Prepared green salad
PANTRY
The pantry provides light meals like sandwiches, drinks like
milkshakes & deserts, which is not catered by the main
kitchen.
Usually there is a CDP (Demi) over two Commis who are
present during the morning and evening shifts nights shifts
are done by one Commis who handler the orders during the
night.
The duties of the CDP are to prepare worotas for all the staff.
The orders supplies from the drystora & the effective control
of there items. The requisition slip has two copies. One is
fixed & other is sent. To the storekeeper checks over
pilferages & theft.
There is only one Commis in the pantry as it is a tiny
department catering to the needs of the coffee shop &
providing hot & cold beverages drinks, snacks like
sandwiches & desert.
MORNING SHIFTS
When the shifts begin the complete areas is cleaned.
The juicers & mixers are cleaned.
Refrigerator is checked & spoilt items. Thrown away &
fresh one prepared.
Containers are wiped.
Gamisher are prepared by slicing cucumber, tomatoes,
cutting gherkins, demon slice.
Collecting, sauce, chocolate louse from the Garde
manager & Bakery.
Preparation of Cole slaw.
Preparation of chicken salad.
Cutting of black & green Oliver.
Slicing of cherry.
Slicing of ham.
Slicing of cottage cheese for salad.
Cutting veg. In frito for a salad.
Collecting bread, rolls & fruit salad from the bakery.
Palling sweet orange according to availability.
Cutting bread into slice.
Preparing requisition of air a la Carte order.
VARIOUS FOOD & BEVERAGES SERVED FROM THE
PANTRY
All hot beverages like tea, coffee, horlicks, and milk.
Sugar, tea leaves, tea bags,
Presews, marmalades, jams, honey and buttery.
Fresh & canned juice.
Rolls, Brioche, Danish pastry, muffin, croissants.
Breakfast toast.
Breakfast cereals & milk fuels.
Sandwiches.
Boiled eggs.
Wafers.
Fruit basket.
Patria & cake & deserts like lemon toasts.
Ice creams & cold beverages.
EQUIPMENT USED
Refrigerator
Coffee machine
Tea dispenser
Hot water boiler
Hot milk boiler
Sala mander
Bread slicing machine
Electric Juice Extractor
Electric mixer
Large sink
Milkshake machine
Electric grilled
Bain Marie
Food warmer
Hot plate
Deep-freeze
TASKS DONE
Cleaned the Juice extractor
Prepared juicer
Prepared toast
Sliced bread
Prepared club sandwiches
Prepared Lassi & milkshakes
Prepared tea & coffee
Sewed desserts, Ice Creams etc.
Did area cleaning
Prepared fruit baskets for VIP rooms according to VIP
last sent by the room service
GARDE MANGER
The Garde manger of the cold kitchen has always been
associated as being a supportive kitchen to the main kitchen
like continental kitchen, soups etc. It has been set aside
especially for the preparation of items like salads and salad
dressings, horsed culver pates, galantine sandwiches,
canapés etc. The items prepared here are no subjected to
heat, except for preparation of items like pates, terrines and
the like which are subjected to steam, and hence the term
cold kitchen.
The characteristics of the food items prepare at the grade
manager are its unique presentation style and the eye
appeal to the food.
The department is well ventilated and spacious and thus
provider a good working at masher for the staff. To ensure a
smooth and effective not functioning of the department. It’s
equipped with most modem equipments and also with a very
well stocked kitchen.
TANDOOR
The Tandoor is a classical wren. There are garlic tales that
narrate the origin of the Tandoor. Remain of several
tandoors have been discovered at several excavator rites of
HARAPPAN CIVILIZATION. The tandoor is fired with
charcoal, which imparts unique flavor to the food. The
Muslim in vases into India and the Mughal rule in India have
largely contributed to the art of cooking in a Tandoor. The
Tandoor is a classical wren because it distributes heat evenly
from all sides unlike a conventional oven.
The Tandoor can be of types the clay Tandoor and the iron
Tandoor. The most criminally used Tandoor is the clay
Tandoor. The Tandoor mulches smooth from the insider and
must used not have any crates. To start a Tandoor a small
fire is needed. When staring a Tandoor it must be reassigned
to ensure even distribution of heat. To reason the Tandoor
a mixture and is applied in a paste from inside the Tandoor.
The temperature of Tandoor can be controlled be increasing
or decreasing the quantity of coal.Opening or shutting the
relight from the opening at the bottom can also vary it.
Upper and lower open Charcoal Burning
- 380 degree centigrade
Upper and Lower Burnt out
- 350 degree centigrade
Upper and lower closed
- 300 degree centigrade
Upper open and lower closed
- 200 degree centigrade
Dish Temperatures
Chicken - 250 degree centigrade
Tikka Kebab - 250
Seekh Kebab - 250
Fish - 180-200
Roti/Naan/Parantha - 200
Vegetables/ Paneer - 200
All food items must be marinated to tenderize the food so as
to assist in cooking and also to enhance the flavour the food
to be cooked is allowed to stand in the marinade a marinade
comprises of tenderizers, herbs, and spices. There is no fixed
time for marination. It depends on.
The type of the meat.
Type of cut
The variety of tenderize
HALWAI
All the milk preparations and sweets are made in the
morning shift in the presence of the chef since milk is
received in the morning sweets for durbar and frontier are
made. The Mughali deserts and raita are replenished. Store
requisitions are done in the morning. Pantry pickup for lunch
is done in the morning. Preparation of items as per schedule
is to make Gulab Jamun, phimi etc.
The evening shift does all the snack mis en- place like half
fried Samosas, setting up of walk-ins picking up dinner,
deserts on site preparation if any. The evening shift also
does, falooda, mint chutney, sweet chutney etc. The kitchen
closer at 234 and any transfers are taken after that.
BAKERY
It is often called as the dessert section of the hotel as it
provider all the desert ranging from cakes to piler to
laminated pastries. It is also responsible for providing
patties, chocolate and confectionery items.
The Bakery supplies dishes mainly to the ‘Cake shop’ to the
coffee shop for buffet setup, to banquets on functions
prospectus, to Room service and different outlets in the
hotel.
Right in the morning from decorating pastries and cakes to
the baking brads at night the bakery is hurtling and burtling
with work. All the hardwork is done at a continuous stretch
by skilled and experienced hands.
KITCHEN STEWARDING
This is the most important section of the kitchen which takes
care of the equipment and the utensils used in the kitchen.
STAFF
The chief kitchen stewarding officer has three kitchen
stewarding offices under him there are 20-25 masaldis under
them who not only help in washing up but also in doing
hours like staff food, kneading dough etc.
UNIFORM
The chief wears a black suit with a red tie.
The kitchen stewarding officers wear white shirt black coats,
black striped trousers & are tie.
DUTIES
Cleaning up of crockery & cutlery
Cleaning of Banquet & buffet equipment provision of glass
bowls for slash & sauces dish washing
Care of all equipments like tea & coffee dispensers etc. in
the kitchen.
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.
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