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1
THE GATEWAY HOTEL
BARODA
2010 - 2011
Surajpal Singh Uppal
B.H.M.C.O. 2nd year.
Atharva College of Hotel Management and
Catering Operations.2
INDEX
SR. NO CONTENTPAGE
NO
1 Acknowledgement 4
2 About Taj Group of Hotels 5
3 Introduction to Taj Lands End 43
4 Front Office 48
5 Housekeeping 80
6 Food Production 108
7 Food & Beverage Service 125
8 Conclusion 151
3
ACKNOWLEDGEMENT
Industrial training is the most significant of the three years
degree in hotel management. Covering a period of 25
weeks. It enables the student rather the trainee to
become more aware of the essentials on the industry and
gradually inculcate the much needed discipline in
him/her.
I would like to thank my Principal Ms Kashmira Shah and
my Training Co-ordinator Ms. Priyanka Bane my Learning
and Development manager Mr. Prakash Arhana and his
executive Ms. Candida D’souza for having faith in me and
providing me the opportunity to work in one of the largest
hotels in Asia i.e Taj Land’s End.
I am gradually indebted to the staff of the hotel for all the
encouragement, co-operation and untiring efforts in order
to make my training a success and learning experience.
Here, in a humble attempt I express my training
experience and knowledge.
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ABOUT THE TAJ GROUP OF HOTELS
The Tata Group is one of the India’s oldest, largest and most respected business conglomerates. The Group’s businesses are spread over seven business sector.
1839-1903
JAMSETJI TATA founded the Group in mid 19th century. Today the group is rapidly growing business based in India with significant international operations. Revenues in 2008-09 are estimated at $70.8 billion (around Rs. 325,334 crore), of which 64.7% is from business outside the India. The group employs around 357000 people worldwide. The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics. The group’s 28 publicly listed
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enterprises have a combined market capitalization of some $60 billion, the highest among Indian business houses, and a shareholder base of 3.5 million. Tata Steel became the sixth largest steel maker in the world after it acquired Corus.Tata Motors is among the top five commercial vehicle manufacturers in the world and has recently acquired Jaguar and Land Rover. TCS is a leading global software company; Tata Tea is the second largest branded tea company in the world, through its UK based subsidiary Tetley; Tata Chemicals is the world’s second largest manufacturer of soda ash; Tata Communication is the one of the world’s largest wholesale voice carriers.
The Group’s stable of brands and services includes TATA Indica, TATA Safari, Titan, Tanishq, Taj Hotels, Tetley, TATA Salt, Westside and TATA Communications (VSNL). The Group has always believed in giving back more to society than what it has received. Thus, nearly 66% of equity capital of TATA Sons is held by philanthropic trusts, which have created a host of national institutions in natural science, medical care, energy and the arts.
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The Tata Group comprises of 98 operating companies in SEVEN business sectors:
1. SERVICES2. INFORMATION SYSTEM & COMMUNICATION3. ENGINEERING4. MATERIALS5. CONSUMER PRODUCTS6. ENERGY7. CHEMICALS.
The TATA family of companies shares a set of five core values: Integrity, Understanding, Excellence, Unity and Responsibility.
1903: India’s first Luxury Hotel
1907: India’s first Integrated Steel Plant.
1932: India’s first Commercial Air Service.
1941: India’s first Cancer Hospital.
1948: India’s first International Commercial Flight.
1968: India’s first Software Service Company.
1998: India’s first Indigenous Car
2008: World’s Lowest-cost Car.
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What will the next be?
TATA Titans
JamsetjiNusserwanji Tata
JehangirRatanjiDadabhoy Tata
Ratan N Tata
Born in Parsee priest’s family on 3rd march 1839, Navsari in Gujarat.
Born in Paris on July 29th 1904 (popularly known as Mr. J.R.D TATA)
Born on December 28, 1937 in Mumbai.
He was the first child and the only son of Nusserwanji TATA
Spent one year mandatory period in the French Army.
Is an alumnus of Cathedral and John Connon School, Mumbai.
Graduated from Elphinstone college, Mumbai.
Surrendered his French citizenship in 1929.
Holds a degree in Architecture and Structural Engineering from Cornell university. Also completed an Advanced Management Program from Harvard University.
Married to Heerabai, at the age of 20. Had two sons- Dorabji and Ratanji.
One of the first Indian to be granted a commercial pilot’s license.
Had an offer from IBM but turned down on JRD Tata’s advise
Named his first enterprise as Empress Mislls in Nagpur.
Established Tata Aviation ion 1932, the forerunners to Air-India.
Joined the TATA group in 1962. Became Chairman of TATA
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industries in 1981.
Spent 300,00 pounds to open the first Luxury hotel, The Taj Mahal in Mumbai.
Received the Padma Vibhushan in 1957.
Took over Chairmanship of the TATA Sons Limited in 1991 from JRD.
Was awarded the Bharat Ratna in 19992. Also received the United Nations Population Award the same year.
Named “Asian Businessman of the Year” in 2005 by Forbes magazine
Died in Geneva on November 29, 1993.
Received the Padma Bhushan in 2000 and Padma Vibhushan in 2008.
The TATA Board
Mr. RATAN TATA
Chairman
Mr .IshantHussain Finance Director
Mr. R. Gopalkrishnan Executive Director
Mr. Arunkumar Gandhi Director TATA Sons
Mr. Jamshed J Irani Chairman TATA Teleservices
Mr. Farookh K Kavarana Chairman TATA AIG
Mr. R.K. Krishna Kumar Vice Chairman IHCL
Mr. Noshir A Soonawala Vice Chairman
Cyrus PallonjiMistry Director TATA Sons and TATA Elxsi
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Management structure
There are two decision-making bodies that define and direct the business endeavors of the TATA Group. These are called the Group Executive Office and the Group Corporate Center.
Group Executive Office
The Group Executive Office (GEO) defines and reviews the business activities of the TATA Group and is involved in implementing programs on corporate governance, human resourses, the environment, etc. the chief objectivfe of the GEO is to make the TATA Group more synergistic; it does this by strengthening the relationship between the group and its companies.
The GEO creates a shared understanding of a TATA company’s current activities, its strength and its weekness. It then addresses the most strategic issues facing the company. Apart from this, GEO has reviewed
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the Group’s business portfolio and clustered companies into seven business sectors. The GEO assesses what unique value a company adds to a particular business sector and, conversely, what unique value the Group can bring to that company.
Besides Group chairman Ratan Tata, the GEO comprises IshaatHussain, Arunkumar Gandhi, KishorChaukar and R. Gopalakrishnan.
Group Corporate Center.The mandate of the Group Corporate Center (GCC) is to guide the future strategy and direction of the TATA Group and to work in close coordination with the Group Executive Office. The GCC comprises Ratan Tata, N.A. Soonawala, J.J. Irani, R.K. Krishna kumar, R.Gopalakrishnan, IshaatHussain, KishorChaukar and Arun Gandhi.
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HISTORY
TAJ HOTELS RESORTS AND PALACES
The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and isrecognized as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003.
Taj Hotels Resorts and Palaces comprises 66 hotels in 42 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.
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Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill stations, historical and pilgrim centers and wildlife destinations, each Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern amenities and business facilities.
IHCL operate in the luxury, premium, mid-market and value segments of the market through the following:
Taj (luxury full-service hotels, resorts and palaces) is our flagship brand for the world’s most discerning travelers seeking authentic experiences given that luxury is a way of life to which they are accustomed. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories.
Taj also encompasses a unique set of iconic properties rooted in history and tradition that deliver truly unforgettable experiences. A collection of outstanding
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properties with strong heritage as hotels or palaces which offer something more than great physical product and exceptional service. This group is defined by the emotional and unique equity of its iconic properties that are authentic, non- replicable with great potential to create memories and stories.
Taj Exotica is our resort and spa brand found in the most exotic and relaxing locales of the world. The properties are defined by the privacy and intimacy they provide. The hotels are clearly differentiated by their product philosophy and service design. They are centered around high end accommodation, intimacy and an environment that allows its guest unrivalled comfort and privacy. They are defined by a sensibility of intimate design and by their varied and eclectic culinary experiences, impeccable service and authentic Indian Spa sanctuaries.
Taj Safaris are wildlife lodges that allow travelers to experience the unparalleled beauty of the Indian jungle amidst luxurious surroundings. They offer India’s first and only wildlife luxury lodge circuit. Taj Safaris provide guests with the ultimate, interpretive, wild life experience based on a proven sustainable ecotourism model.
Upper Upscale Hotels (full-service hotels and resorts) provide a new generation of travelers a
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contemporary and creative hospitality experience that matches their work-hard play-hard lifestyles. Stylish interiors, innovative cuisine, hip bars, and a focus on technology set these properties apart.
The Gateway Hotel (upscale/mid-market full service hotels and resorts) is a pan-India network of hotels and resorts that offers business and leisure travelers a hotel designed, keeping the modern nomad in mind. At the Gateway Hotel, we believe in keeping things simple. This is why,our hotels are divided into 7 simple zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore.
As travel often means more hassle than harmony, more stress than satisfaction, modern travelers are looking for smarter choices. Driven by our passion for perfection, we welcome our customers to a refreshingly enjoyable and hassle-free experience, anytime, everywhere. Offering the highest consistency in quality, service and style we set new standards and take the unwanted surprises out of traveling. Our warm welcomes make our guests feel at home, away from home and our crisp and courteous service empowers them to get more done with greater effectiveness and control. And through our unrivalled network we provide service that is effortless, simple, never overwhelming, always warm.
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Ginger (economy hotels) is IHCL’s revolutionary concept in hospitality for the value segment. Intelligently designed facilities, consistency and affordability are hallmarks of this brand targeted at travelers who value simplicity and self-service.
Taj Hotels Resorts and Palaces is committed to replicate its domestic success onto international shores with plans to build an international network of luxury hotels, which will provide an exemplary product-service combination and in the process create a global brand. The current international portfolio includes luxury resorts in the Indian Ocean, business and resort destinations in the Middle East and Africa, serviced apartments in the UK, the first hotel in Australia and three a top-end luxury hotels in the US.
Throughout the Company’s expansion, its mandate has been twofold: to infuse a sense of Indian heritage and culture within each diverse property, while also anticipating the needs and desires of the sophisticated traveller. Over the years, the Taj has won international acclaim for its quality hotels and its excellence in business facilities, services, cuisine and interiors.
The Taj strengthened its presence in the Indian Ocean rim with the Exotica Brand. The Taj Exotica was evolved as part of Taj Hotels Resorts and Palaces intent to position it as a brand that is clearly differentiated by its
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product philosophy and service design. The Taj Exotica Resort and Spa, in Maldives is centered on high-end accommodation, intimacy and an environment that allows its guest’s unrivalled comfort and privacy.
Taj Hotels further expanded its global footprint by securing management contracts at Palm Island, Jumeirah in Dubai, Saraya Islands in Ras Al Khaimah, Aldar Group in Abu Dhabi, UAE Langkawi in Malaysia and Thimpu in Bhutan. The most significant additions to the portfolio have been The Pierre, the iconic landmark hotel on New York's Fifth Avenue, Taj Boston and Blue, Sydney.
The presence of Taj Hotels Resorts and Palaces internationally has been developed through a network of Taj regional sales and PR offices in the United Kingdom, France, Germany, Italy, Dubai, Singapore, Australia, Japan, Russia and the United States of America.
At the Taj Hotels Resorts and Palaces luxurious living and fine dining find common ground. Whether it is introducing exotic world cuisines to India or taking authentic Indian fare to the world, the Taj Hotels Resorts and Palaces is renowned for the eclectic culinary experiences it brings to its guests. Through a vast repertoire of award-winning restaurants, legendary recipes from royal kitchens and celebrated food
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festivals, the Taj has pioneered innovation in fine dining across the world.
Taj Hotels also promise a whole new experience of tranquility and total ‘wellness’, through Jiva Spas a unique concept, which brings together the wisdom and heritage of the Asian and Indian Philosophy of Wellness and Well-being. Rooted in ancient Indian healing knowledge, Jiva Spas derive inspiration and spirit from the holistic concept of living. There is a rich basket of fresh and unique experiences under the Jiva Spa umbrella of offering, Yoga and Meditation, mastered and disseminated by accomplished practitioners, authentic Ayurveda, and unique Taj signature treatments. Royal traditions of wellness in service experiences, holistic treatments involving body therapies, enlivening and meaningful rituals and ceremonies and unique natural products blended by hand, come together to offer a truly calming experience.
IHCL operates Taj Air, a luxury private jet operation with state-of-the-art Falcon 2000 aircrafts designed by Dassault Aviation, France; and Taj Yachts, two 3-bedroom luxury yachts which can be used by guests in Mumbai and Kochi, in Kerala.
IHCL also operates Taj Sats Air Catering Ltd., the largest airline catering service in South Asia, as a joint
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venture with Singapore Airport Terminal Services, a subsidiary of Singapore Airlines.
Additionally, it operates the Indian Institute of Hotel Management, Aurangabad since 1993. The institute offers a three-year diploma, designed with the help of international faculty and has affiliations with several American and European programmes.
CORPORATE SUSTAINABILITY AND SOCIAL RESPONSBILITY
As a part of Tatas; India’s premier business house; we; at Taj Hotels, have always believed in society and environment being integral stakeholders in our business along with our shareholders, customers,
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vendors and others. Over the last decade, the movement towards ecologically sound tourism has gained urgency and importance across the globe and we recognize that responsible practices in vogue are as diverse as the geographies.
We promote corporate citizenship through our strategic public-private partnerships which encourage building livelihoods of less-advantaged youth and women. The causes we promote include reducing malnutrition, promoting indigenous artisans and craftsmen and enhancing employability of identified target groups by sharing our core competencies as a leading hospitality company. We encourage training and development of differently abled youth.
We at Taj have the unique scope and opportunity to develop raw potential into a skilled workforce that is immediately employable by various players in the industry. A majority of our community projects are focused around extending our key strengths in food production, kitchen management, housekeeping, customer service and spas to promote economic empowerment of candidates from vulnerable socio-economic backgrounds. We are fully committed to the cause of building a sustainable environment by reducing the impact of our daily operations on the environment and improving operational efficiencies, resource conservation, reuse and recycling of key resources.
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Our seventh Corporate Sustainability Report was submitted to the United Nations Global Compact society in August, 2009. The United Nations Global Compact is a strategic policy initiative for businesses that are committed to aligning their operations and strategies with ten universally accepted principles in the areas of human rights, labor, safety & security, environment and anti-corruption. This Corporate Sustainability report also serves as our GRI (Global Reporting Initiative) as well as Triple Bottom Line report. The report focuses on identified priorities at IHCL and responds to key stakeholder needs. We plan to continue and further strengthen our commitment to the environment and societies in which we operate.
Introduction and Overview
The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace & Tower, Mumbai, in 1903. The Company then undertook major expansion of The Taj Mahal Palace & Tower, Mumbai by constructing
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an adjacent tower block and increasing the number of rooms from 225 to 565 rooms. With the completion of its initial public offering in the early 1970s, the Company began a long term programme of geographic expansion and development of new tourist destinations in India which led to its emergence as a leading hotel chain in India. From the 1970s to the present day, the Taj Group has played an important role in launching several of India's key tourist destinations, working in close association with the Indian Government. The Taj Group has a philosophy of service excellence which entails providing consistently high levels of personalized service and innovative means of improving service quality.
The Taj Group has been active in converting former royal palaces in India into world class luxury hotels such as the Taj Lake Palace in Udaipur, the Rambagh Palace in Jaipur and UmaidBhawan Palace in Jodhpur. In 1974, the Taj Group opened India's first international five star deluxe beach resort, the Vivanta by Taj - Fort Aguada, Goa. The Taj Group also began its business in metropolitan hotels in the 1970s, opening the five-star deluxe hotel Taj Coromandel in Chennai in 1974, acquiring an equity interest and operating contract for the Vivanta by Taj - President, a business hotel in Mumbai, in 1977, and opening the Taj Mahal Hotel in Delhi in 1978.
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In 1980, the Taj Group took its first step internationally by opening its first hotel outside India, the Taj Sheba Hotel in Sana'a, Yemen and in the late 1980s, acquired interests in the Crown Plaza, London, St. James Court, London and 51 Buckingham Gate Luxury Suites and Apartments in London.
In 1984, the Taj Group acquired under a license agreement each of The Taj West End, Bangalore, Vivanta by Taj - Connemara, Chennai and Savoy Hotel, Ooty, with which the Taj Group made its foray into Bangalore.
With the opening of the five star deluxe hotel Taj Bengal in Kolkata in 1989; the Taj Group became the only hotel chain with a presence in the five major metropolitan cities of Mumbai, Delhi, Kolkatta, Bangalore and Chennai. Concurrently with the expansion of its luxury hotel chain in the major metropolitan cities, the Taj Group also expanded its business hotels division in the major metropolitan and large secondary cities in India.
During the 1990s, the Taj Group continued to expand its geographic and market coverage in India. It developed specialized operations (such as wildlife lodges) and consolidated its position in established markets through the upgrading of existing properties and development of new properties. Taj Kerala Hotels &
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Resorts Limited was set up in the early 1990s along with the Kerala Tourism Development Corporation. In 1998 the Taj Group opened the Vivanta by Taj - Bentota which strengthened the Taj Group's market position in Sri Lanka. In 2000, the launch of the 56 acre Taj Exotica, Goa and the Vivanta by Taj - HariMahal, Jodhpur were completed.
In 2000, the Taj Group entered into a partnership with the GVK Reddy Group to set up Taj GVK Hotels and Resorts Limited and thereby obtained a prominent position in the market in the southern business city of Hyderabad, holding three hotels and a major share of the market. In 2001, the Taj Group took on the management contract of Taj Palace Hotel, Dubai, and has established itself as an up-market hotel in the Middle East region. The Taj Exotica Resort & Spa, Maldives launched the Taj Group into the premium luxury hotel market and since its opening in July 2002, has won several international awards. The Taj Group also obtained licenses to manage and operate two leisure hotels; the Rawal-Kot, Jaisalmer and UshaKiran Palace, Gwalior in October 2002.
In September 2002, the Taj Group acquired an equity interest in the former Regent Hotel in Bandra which gave the Taj Group access to the midtown and North Mumbai market. The hotel has since been renamed as the Taj Lands End, Mumbai.
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In 2003, the Company celebrated the centenary of the opening of its Flagship hotel, the Taj Mahal Palace & Tower, Mumbai.
In 2004 the Taj Group opened Wellington Mews, its first luxury serviced apartment in Mumbai. In the same year, the Taj Group also launched the first of its "value-for-money" hotels in Bangalore branded 'Ginger', which division has 11 hotels in various locations in India and is owned through its wholly owned subsidiary.
In 2005 the Company acquired on lease The Pierre, a renowned hotel in New York City, to enter the luxury end of the developed hotel markets internationally. The Company entered into a management contract for Taj Exotica in Palm Island Jumeirah in Dubai to expand its existing presence in the United Arab Emirates.
The Company enhanced its position as an operator of converted palaces by entering into a management contract for UmaidBhawan Palace, Jodhpur in the princely state of Rajasthan in India. The Company, through a subsidiary, acquired the erstwhile ‘W’ hotel in Sydney, Australia in February 2006 and renamed it as ‘Blue, Woolloomooloo Bay’. To expand its presence in the US market, the Company acquired in early 2007 Ritz Carlton in Boston and Taj Campton Place in San Francisco.
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Hotels operated by the Taj Group internationally are located in US, Australia, Dubai, Maldives, Malaysia, Sri Lanka, the United Kingdom, Yemen and Zambia.
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MANAGEMENT
Mr. Ratan N Tata
Chairma
Mr. R. Krishna Kumar
Vice chairman
Mr. Raymond Bickson
Managing Director & CEO
Mr. Anil P. Goel
Executive Director - Finance
Mr. AbhijitMukerji
Executive Director - Hotel Operations
Mr. Ajoy K. Misra
Sr. Vice President
Sales & Marketing
Mr. Rajiv Gujral
Chief Operating Officer &
Sr. Vice President
Mergers, Acquisitions & Development
Mr. Prakash V. Shukla
Sr. Vice President Technology &
Chief Information
Mr. H.N. Shrinivas
Sr. Vice President - Human Resources
Mr. Kanak Kothari
Vice President
Projects
Mr. PrabhatPani
Chief Executive Officer
Roots Corporation
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Officer Limited
Mr. Veer Vijay Singh
Chief Operating Officer - Upper Upscale Hotels
Ms. JyotiNarang
Chief Operating Officer - Luxury Division
Taj Hotels Resorts and Palaces
Mr. P. K. Mohankumar
Chief Operating Officer
Gateway Brand
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Mr. Raymond Bickson
Managing Director & Chief Executive Officer
Raymond Bickson’s experience in hospitality spans thirty years and four continents. In January 2003, Mr. Bickson moved to India and joined the Board as Executive Director & Chief Operating Officer of Taj Luxury Hotels, overseeing the operations of all luxury properties and playing a key role in the global expansion and development of future hotels. He assumed the role as Managing Director & Chief Executive Officer of The Indian Hotels Company Limited in July 2003.
Mr. Bickson brings extensive international hotel experience to the Taj Group in operations and management. He most recently served fifteen years as the Vice President & General Manager of The Mark in New York for The Rafael Group Hoteliers Monaco and with the Mandarin Oriental Hotel Group. His career includes a variety of management assignments for over ten years with Regent International Hotels in New York, Chicago, Dallas, Puerto Rico, Melbourne and Shanghai, as well as training at some of the world’s most renowned hotels as the Hotel Plaza Athenee Paris, Le Montreux Palace Switzerland and the Kahala Hilton Hawaii.
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An American national, Mr. Bickson attended the ÉcoleHôtelière Lausanne in Switzerland and Advanced Management Programme at Harvard Business School. He was voted one of the Top 10 Best Hotel Managers by Leaders Magazine from 1997-2002. Mr. Bickson is a Member of the World Travel & Tourism Council (WTTC), International Business Leaders Forum (IBLF) and is an advisory board member of The Leading Hotels of The World (LHW), Cornell Hotel School Centre for Hospitality Research and EcoleHoteliere de Lausanne in Switzerland.
Mr. Anil P. Goel
Executive Director – Finance
Anil Goel is charged with the task of overseeing the Taj Group’s Finance, Mergers and Acquisitions, Purchase and Legal & Secretarial functions. With over 28 years of experience in the Tata Group in various financial roles, including Chief Financial Officer of Tata Tea, he brings a unique understanding of fiscal responsibility to Taj. Anil is also a Non-Executive Director in Taj GVK Limited, amongst others.
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Mr. AbhijitMukerji
Executive Director - Hotel Operations
AbhijitMukerji oversees hotel operations of the Taj Hotels Resorts and Palaces which includes Taj Luxury Hotels – India and International, Taj Business Hotels, Taj Leisure Hotels, Taj Spas, Taj Trade and Transport and Inditravels.
A career hotelier, Mr. Mukerji’s experience spans 22 years and four continents. He has spent almost 10 years as a General Manager and run several hotels that have won international acclaim under his stewardship. His last assignment was as Chief Operating Officer – Taj Luxury Hotels, India.
Mr. Mukerji is an alumnus of Cornell (ESSEC) and Harvard Business School (GMP), and has a flair for European languages.
Mr. Ajoy K. Misra
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Sr. Vice President, Sales and Marketing
In his 28 years with the Taj Group, AjoyMisra has worked in various capacities, from sales and marketing to operations. Ajoy joined the Taj in 1980 in the Corporate Sales and Marketing Department through the Tata Administrative Services. He served as General Manager of the Taj President in Mumbai and Area Director in the Sri Lanka and Maldives regions. Today, Ajoy represents Taj in industry organizations such as the World Travel and Tourism Council, India Initiative (WTTC II), World Tourism Organisation (WTO), Hotel Association of India (HAI), Bombay Chamber of Commerce and Industry, and the Confederation of Indian Industry (CII).
AjoyMisra holds a degree in Civil Engineering and an MBA from Delhi University.
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Mr. Prakash V. Shukla
Sr. Vice President, Technology and Chief Information Officer
With over 20 years experience in the information technology industry, PrakashShukla brings valuable expertise to the expanding network of Taj Hotels. He is currently responsible for total IT deployments at the Taj Group and is on MD’s management committee. With a background in some of the industry’s most venerable corporations—Unisys / Sperry and IBM—Prakash has provided IT solutions for numerous clients: Morgan Stanley, Goldman Sachs, Citigroup, and Solomon Smith Barney.
An American national, Mr. Shukla is a graduate of Rutgers University with degrees in Electrical Engineering and English, and New York Polytechnic University with a Master's degree in Computer Science. Mr. Shukla attended the Advanced Management Program at Harvard Business School.
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Mr. H.N. Shrinivas
Sr. Vice President - Human Resources
Mr. Shrinivas has over 30 years of experience in the field of Human Resources. He holds a Masters Degree in Social Work from the National Institute of Social Sciences, Bangalore, and a Masters in Industrial Law from Bangalore University.
Mr. Shrinivas has also done an Advance Management Programme - Cornell University, HRD facilitator's programme on Change Management at National Training Laboratory, Washington D.C., U.S.A, and has trained in Kaizen, JIT, Lean Management at Kaizen Institute, Tokyo, Japan.
Mr. Shrinivas has worked for 18 years with the Taj in Human Resources, Learning & Development and Business Excellence functions. After leaving the Taj in 2002, he headed the HR function in BPL and subsequently Tata Tea. His last
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assignment before joining us was with Hewlett Packard Global Delivery India Centre as Director, Human Resources.
Mr. Kanak Kothari
Vice President, Projects
Mr. Kanak Kothari is an Engineering Graduate with over 26 years of experience in the field of Engineering, Design and Project Management. He is a Fellow of the Institution of Engineers, Chartered Engineers and practicing Project Management professional.
He began his career as a Project Engineer in Union Carbide-India and later worked for more than 20 years on various assignments in different countries for the design, construction and project management of hotels, hospitals and luxury residences specializing in high rise structures.
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He also worked in the field of Scientific Research on condition monitoring of rotating equipments and improving practices of predictive maintenance.
He joined Taj in Oct 2009 as Vice President - Projects.
Mr. Veer Vijay Singh
Chief Operating Officer - Upper Upscale Hotels
As the Chief Operating Officer of the Taj Group-Upper Upscale Hotels, Veer Vijay Singh is responsible for the Operations and Overall Performance of 36 hotels in 26 locations spread across seven (7) countries.
In a career span of 33 years with the Taj, he has had a wide experience in Food & Beverage Operations and has been a General Manager for over 17 years at Taj Hotels in Hyderabad, Calcutta & Sri Lanka. Prior to this assignment Veer Vijay was the Director Operations of TAJGVK hotels & Resorts Pvt. Ltd
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and General Manager of Taj Krishna. During his tenure he has been responsible for the growth & expansion of TAJGVK Hotels in Chandigarh, Chennai & Hyderabad.
He has graduated from IHMCT&N, New Delhi and he had the opportunity of further honing his skills by attending training programmes conducted by CORNELL/N.U.S- Singapore, INSEAD & Harvard. Veer Vijay has played a stellar role in promoting tourism in the State of Andhra Pradesh as he has been the President of Hotels & Restaurants Association of A.P for 6 terms and has been Director with A.P.Tourism Development Corporation, Institute of Hotel Management, National Institute of Tourism and Hospitality Management, Convener for Tourism Promotion in CII - AP Chapter, Vice President - SIHRA & Executive Committee member of FHRAI.
His values, passion & loyalty towards his work and his Forte of building relationships, makes him who he is today.
Ms. JyotiNarang
Chief Operating Officer - Luxury Division
Taj Hotels Resorts and Palaces
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JyotiNarang began her career with the Taj group in 1982 and has since handled a variety of portfolios across the chain, from sales and marketing to operations. She is currently the Chief Operating Officer of the Luxury Division of Taj Hotels Resorts and Palaces and is in charge of the overall performance and expansion of the division.
Jyoti started off as a sales executive (in Sales) with Taj Hotels in Delhi and was part of the launch of Taj Palace, New Delhi. In 1996, she took charge of marketing for the entire Taj Group of Hotels before moving into operations in 2003. Seeing an opportunity in business tourism on the back of a growing economy, Jyoti developed the concept of 'Urban Revival' for the new age Business Hotels for Taj. She served as the Chief Operating Officer of Taj Business Hotels for India and abroad in 2003. She then moved on to manage the operations of Taj Leisure Hotels in 2006. As the Chief Operating officer of this division, she was instrumental in pioneering the launch of Taj Safaris a unique concept which offers adventure enthusiasts a distinctive, interpretive wildlife experience.
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In 2008, Jyoti was appointed as the Chief Operating Officer of The Gateway Hotels, the new upscale brand of the Taj, and was actively involved in developing the concept and launching the brand with an aim to be present in all economic and commercial hubs in India. The brand is a first of its kind and was created to cater to the needs of the modern contemporary traveller.
Jyoti obtained her B.A. in Economics from Lady Shri Ram College, New Delhi and went on to complete her M.B.A in Finance from the Faculty of Management in Delhi. Over the years, she has attended various marketing and management programmes from reputed institutes like the Wharton School of Management and the International Institute for Management Development in Lausanne, Switzerland.
Jyoti has always worked at maintaining the company's strong identification with India, even as it enhances itself as a global brand. Jyoti was named as the most powerful woman in the travel industry worldwide by Travel Agent, a leading US national newsweekly magazine of the travel industry. She was selected for her influence and contribution to the travel industry and is the only Indian to be named in the prestigious list.
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Mr. P.K.Mohankumar
Chief Operating Officer, Gateway Brand
Mr. P. K. Mohankumar has over 35 years of experience in hotel operations with the Taj Hotels, Resorts and Palaces. His career commenced with the flagship hotel – Taj Mahal Palace and Towers, Mumbai. To add to his extensive portfolio, ranging from green field launches, turn around assignments and international postings in USA and South Asia is his extensive training and exposure in luxury, upper upscale and mid market
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hotels in Europe and Far East. Has enriched his acumen in the management and leadership of the hospitality sphere holding key positions as Area Director and General Manager of luxury, business and leisure hotels which have won several accolades for excellence.
Mr.Mohankumar is an alumnus of Institute of Hotel Management, Mumbai and has participated in several senior leadership workshops conducted by Harvard Business School, Michigan University, USA, Cornell University, Singapore and IIM, Ahmedabad. In the last Twenty years as General Manager, he has won numerous accolades and his key accomplishments are chairing as a Vice Chancellor –Baillage de Bangalore, Chaine des Rotisseurs, Chairman for the Tourism Task force- Bangalore Chambers of Commerce & Industries, Excom Member of SHIRA, and Executive Member & Chairman of Tourism & Hospitality Sub committee – FICCI Karnataka State Council.
Currently, he is the Chief Operating Officer of the Gateway brand of the Taj Hotels Resorts and Palaces, and is responsible for the operations and performance of 19 properties in India.
Mr. Rajiv Gujral
Chief Operating Officer & Sr. Vice President
Mergers, Acquisitions & Development
41
Rajiv Gujral is heading Merger, Acquisitions and Development for the Group. In the 33 years with the Group Mr. Gujral has held various positions in the company from Sales and Marketing, heading operations and development for Eastern Region and International Division. Mr. Gujral has served on the Board of International Hotel and Restaurant Association (IH&RA), currently a member of the Chain Council, President of Federation of Hotel and Restaurant Association of India (FHRAI), apart from being the Chairman of West Bengal Tourism Development Corporation and Chairman Tourism Sub-Committee of the Associate Chamber of Commerce and Industry (ASOCHAM).
He has been responsible for creating Taj Asia Ltd., and for bringing in CC Africa to develop Wildlife Safaris in India with Taj Group. Mr. Gujral is on the board of Taj International Hotels (Hongkong) and Oriental Hotels (Hongkong).
Mr. Gujral has been appointed the Chairman of the All India Board of Hotel Management and Catering Technology by the
42
Union Ministry of Human Resources for a period of 3 years from 1st September 2006. He is also a member of the World Presidents Organisation (WPO).
Mr. Rajiv Gujral graduated in Business Management, majoring in Marketing from Banares University (BHU).
Mr. PrabhatPani
Chief Executive Officer Roots Corporation Limited
As CEO of the wholly-owned subsidiary of The Indian Hotels Company Limited, PrabhatPani manages the operations of Ginger Hotels and is responsible for their growth across India.
Before joining the Taj Group, PrabhatPani served as Chief Operating Officer in Tata Telesevices Limited. He has extensive experience across wide geographies in India in handling portfolios of Sales, Marketing and Operations in large companies engaged in the FMCG and Telecom space.
He has been actively associated with Confederation of Indian Industry (CII), and has been a member of the Southern Regional Council the last three years, while co-chairing the Sub-Committee on Corporate Social Responsibility.
43
PrabhatPani holds a degree in Engineering from Birla Institute of Technology & Science, Pilani, and Post-Graduate Diploma in Management from IIM, Ahmedabad.
INTRODUCTION TO THE GATEWAY
HOTEL
Dramatically poised against the warm, radiant waters of
the Arabian Sea, Taj Lands End is the chic, urbane hotel
to check into for an unforgettable experience of the
myriad hues and flavours of Mumbai – the high octane
commercial capital of Mumbai .
While the 18 storey hotel is located in the heart if
Mumbai,to its pristine surroundings lend it an ait of
tranquillity and make it the ideal retreat after a long day
spent at the nearby business district, shopping
boulevards, or zesty restaurants and clubs.
Exquisitely designed with warm, muted furnishings,
wood panelling and stunning embellishments, each guest
44
room, Taj Club room and suite at Taj lands end offer
breathtaking vistas of the city and sea along with a
remarkable view of the Bandra-Worli Sea Link. Moreover,
the glamorous hotel’s ideal location, generous smattering
of stylish in-house restaurants and legendary services
make it the preferred choice of visiting celebrities, artists,
business heads and discerning travellers from different
corners of the world.
HOTEL INFORMATION :
Address: Banstand, Bandra(west), Mumbai – 4000 50.
India
Tel No : 022-66681234
Facsimile : 022-66994488
Website : www.tajhotels.com
Check-in/Check-out Time : 12 Noon.
Location : The hotel is located in the North of Mumbai. It
is 12kms (30 minutes) from the domestic airport and 45
minutes from the International airport. Situated admist 6
acres of landscaped greenery, Taj Lands End offers
45
convenience amidst a gentle ambiance. The comforts
and facilities of all the 493 guestrooms and suites are
splendid.
THE HOD’S OF TAJ LANDS END
Mr. Gaurav Pokhariyal
(General Manager)
Mr. Manish Gupta
(Resident Manager)
Mr. Paramveer Singh
(Accomadations Manager)
Mr. Prashant Potkar
(Security Manager)
Mr. Manu Sharma
(Director of Sales)
Mr. Pankaj Gupta
(Financial Controller)
Ms. Meena Bhatnagar
(Executive Housekeeper)
Mr. Hemant Shinde
(Human Resource Manager)
Mr. Ranju Singh
(Food and Beverage Manager)
Mr. Prakash Aranha
(Learning & Developement Manager)
Mr. Samir Bharadwaj
(Business Excellence Manager)
Mr. Ghanshyam Tripathi
(Chief Engineer)
Mr. Anirudh Roy
(Executive Chef)
Mr. S. Balasubramanian
(Materials Manager)
Mr. Arnob GonChoudhory
(Laundry Manager)
Mr. Stan Pereira
(Manager – Information System)
46
Mr. Madhav Shiledar
(Manager – Guest Communications)
Dr. Vinod Balakrishnan
(Health Club Manager)
THE VISION OF TAJ
Embrace Talent and harness Expertise to Leverage
standards of Excellence in the Art of Hospitality to grow
our International Presence, increase Domestic
Dominance and Create Value for all Stakeholders.
THE CORE VALUES OF TAJ
People – Diversity, Integrity & Respect
Passion for Excellence
Exceed Expectations
Innovation
Sense of Urgency & Accountability
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Social Responsibility
Joy at Work
5 SUCCESS FACTORS
Exceed Customer Expectations
Create Differentiation
Achieve Operational Excellence
Enhance Relationships
Leverage Collective Strenghts
TRAINING SCHEDULE
SR. NO
DEPARTMENT SECTION FROM TO
1 Food & Beverage Service
Banquets 10-05-10 02-06-10
2 Front Office 03-06-10 06-06-103 Food & Beverage
ServiceVista 07-06-10 27-06-10
4 Learning & Development
28-06-10 04-07-10
5 Main Kitchen 05-07-10 18-07-106 Vista Kitchen Pantry 19-07-10 01-08-107 Food & Beverage
ServiceIRD 02-08-10 08-08-10
8 Food & Beverage Service
Buters 09-08-10 11-08-10
9 Learning & Development
12-08-10 15-08-10
10 Food & Beverage
Service
Butlers 16-08-10 22-08-10
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11 Housekeeping Uniform
Room
23-08-10 05-09-10
12 Learning &
Development
06-09-10 19-09-10
13 Front Office 20-09-10 10-10-10
14 Purchase 11-10-10 17-10-10
15 Learning &
Development
18-10-10 31-10-10
Front Office
49
INTRODUCTION
Taj Lands End is a 18 storey hotel, with a dramatic 3
storey lobby which is spread over 9.25 acres of land,
offering 493 luxurious appointed rooms of which 33 are
suites. All the rooms of Taj Lands End offer panoramic
view of the Arabian Sea, the cityscape across the bay
and the Bandra - Worli Sea Link. The hotel also houses
the city’s finest restaurants and offers a variety of
cuisines. It also offers conferencing and banqueting
facilities, business centre facilities, a salon, a spa and a
fully equipped health club. All rooms and public areas
offer wireless (Wi-Fi) Internet access and to top it all is
the ambient decor of the hotel which is a well – defined
blend of pale pastels with rich wood.
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ROOM INVENTORY
Category of Room No. Of Rooms Floors/Room. No
Deluxe Rooms (DKSX) 156 (20 Twins) 11th,12th,14th,15th
Floors
Luxury Rooms (LKSX) 169 (47 Twins) 16th,17th,18th,19th,20th
Floors
Taj Club Rooms
(TKSX)
135 (4 Twins) 21st,22nd,23rd,24th,25th
Floors
Executive Suites
(SES2)
9 1118 to 2018 (ex-
1318)
Luxury Suites (SLS2) 17
Old – 1925, 2021,
2129 New – 22nd to
24th (01/02/31/48) &
2531/48
Grand Luxury Suites
(SGS3)
6
Old – 1943,2040
New – 2323, 2423,
2515, 2523
Presidential Suite
( SPS5)
1 2101
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It also offers the following choice of rooms:-
Type of Room No. Of Rooms Floors/Room.no
Green Rooms
(Earth Rooms)
5 Rooms 1745, 1747, 1749,
2147, 2149
Eva Wing
(Single Lady Traveller)
20 Rooms 1701 - 1727
Physically Challenged
Room
1 Room 2027
Smoking Rooms 4 Floors 15th – 19th – 21st – 24th
Floor
RACK RATES OF THE ROOMS
52
Tariff for Individual Traveller (Room Only)
Room Category Indian Rupees
Single Double
Deluxe Room 21000 22500
Luxury Room 23000 24500
Taj Club Room 25000 26500
Executive Suite 50000 50000
Luxury Suite 75000 75000
Grand Luxury Suite 130000 130000
Presidential Suite 250000 250000
Extra Bed: Indian Rupees 1000
Check-in time: 14:00 hours
Check-out time: 12:00 hours
*includes complimentary one way airport transfer, buffet breakfast, hi-tea
and evening cocktail at Taj Club Lounge, butler service and use of
boardroom for 2 hours per stay (subject to availability).
Rates are subject to applicable government taxes and subject to change
without prior notice.
FOOD AND BEVERAGE OUTLETS
53
ATRIUM LOUNGE
MASALA BAY
MING YANG
VISTA
ATRIUM LOUNGE
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The effervescent Atrium Lounge serves a fine selection of
coffees and teas by day while effortlessly transforming itself to a
trendy bar by evening, playing host to informal business as well
as social meetings with equal elan. Drawing inspiration from the
Spanish tradition of Tapas, the Atrium Lounge offers an exquisite
menu of finger food and compact meals served with
contemporary accompaniments. Experience the unconventional
with the ‘Kitchen meets the Bar’ range of non-vegetarian cocktails
while the elegant afternoon Champagne Tea features a choice of
tea or champagne for bold taste buds. An intimate ambiance and
attentive yet discreet service makes the experience at Atrium
Lounge impeccable.
Location: Lobby Level
Attire: Smart casuals
Covers: 81
Timings: 08.00 – 23.45 hrs
MASALA BAY
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A contemporary Indian restaurant, it offers a range of culinary
delights. Masala Bay has an interactive theatre kitchen, a
separate lounge bar and three private dining rooms.
Undiscovered facets of Indian cuisine with the unique use of time-
tested ingredients create a fresh, new taste and add a new
dimension to the experience of dining. The emphasis is on light
food and on the blending traditional Indian recipes with
international cooking styles.
Location: Lobby Level 1
Attire: Smart casuals
Covers: 118 (including the lounge and PDR’s)
Timings: Lunch – 12.30 – 14.45 hrs
Dinner – 19.30 – 23.45 hrs
MING YANG
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The split-level layout of this Chinese restaurant allows you to
enjoy the view of the Arabian Sea and the Portuguese Fort from
anywhere in the room. The right-angles zigzag of the back wall
imitates a Chinese screen as well as offers secluded bays for
semi-private dining.
Though you can savour, many a Chinese delicacy, Ming Yang is
known for superlative Sichuan cuisine.
Location: Lobby Level 1
Attire: Smart Casuals
Covers: 96
Timings: Lunch – 12.30 – 14.45 hrs
Dinner – 19.30 – 23.45 hrs
57
VISTA
Vista is an all day contemporary eatery that offers the perfect
ambience for a quick breakfast, business lunch or an intimate
evening meal.
58
It serves Western, Oriental and Indian cuisine, but the highlight of
Vista is the island kitchen and the sweeping ocean view.
A variety of cocktails, an exhaustive wine list and flavoured
freshly brewed choice of coffees and teas complete the beverage
repertoire. Vista hosts the Vista Sunday Brunch, one of the finest
Sunday brunches in the city.
Location: Lobby Level 2
Attire: Smart Casuals
Covers: 174
Timings: 24 hours
OTHER SERVICES AND FACILITIES
BUSINESS CENTRE: 59
The 24 hours Business Centre compromises of 5
meeting rooms and an office lounge for smaller
meetings and discussions. Fully Equipped with
modern conferencing facilities, wireless (Wi-Fi)
Internet access, secretarial assistance,
interpretation facility and workstation, the business
centre caters to the needs of discerning travellers.
BANQUETS:
Extensive banqueting space at the Taj Lands End
is spread over 55,000 sq.ft and compromises of 9
banquet rooms. The Taj Lands End is indeed a
grand venue for hosting conferences and banquets
with capacities for between 35 – 600 person,
theatre style and up to 2000 person for
cocktail/receptions and covered parking space for
500 cars
SPA AND RECREATION:
The health and fitness facilities includes a 24 hour
fitness center fitted with a comprehensive range of
the latest cardiovascular machines and strength
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training equipment for improved aerobic
endurance, cardio respiratory fitness, general body
tie up and a personalised trainer to guide you. On
the other hand, the Spa at
Taj Lands End includes whirlpools, steam room
and sauna, massage and specialised treatment
rooms, offering Aromatherapy, Reflexology,
Swedish and Ayurvedic massages. An integral part
of the spa is the Beauty and Hair Salon, offering a
wide range of beauty and hair treatments.
61
OTHER FACILITIES AND SERVICES:
Other facilities and services available at the hotel
include: in-room dining,
conference rooms, facilities for disabled, safe
deposit lockers, currency exchange,
babysitting, 24-hour laundry, hair salon, travel desk
and indoor parking facility for
up to 550 cars.
HIERARCHY
62
GENERAL MANAGER
RESIDENT MANAGER
RERERVATION
MANAGER
RECEPTIONIST BELL CAPTAIN TELEPHONE
MANAGER
RESERVATIONIST TRAINEE BELLBOY OPERATORS
63
ACCOMODATION MANAGER
ASST. FRONT OFFICE MANAGER
DUTY MANAGER
GUEST RELATIONS
ORGANIZATIONAL STRUCTURE
The Front Office department at Taj Lands End,
Mumbai is responsible for various functions apart
from the check-ins and check-outs.
The Front Office department is further divided into
the following sub-departments:
Reception
Concierge
Travel Desk
Reservations
Telephones
Bell Desk
Porch / Valet Services
Business Centre
64
FRONT DESK OR RECEPTION
Front Desk is responsible for check-ins, check-
outs, currency exchange, guest inquiry, filling of
guest record and their maintenance and co-
ordination with other departments
CONCIERGE
This department takes care of airport transfers.
The department also adds to the revenue of the
hotel by capitalizing on the walk-ins at the airport
itself. The department also assists the guest with
lost baggage and recovery if required.
TRAVEL DESK
65
The Travel Desk is a 15 hour facility and provides
all travel related services at a fee, such as:
Travel assistance
Car rentals
Hotel bookings
Package tours
Buying, confirming and cancellation on tickets
RESERVATIONS
This department is responsible for taking accurate
reservations for the hotel generating report to study
business type and sources. The reservations
departments processes the reservations and
makes them in FIDELIO. The supporting
documents are also filled by reservations.
TELEPHONES
66
This department is responsible for routing of calls
to the concerned extensions. The job of the
operators also concerns the security issues like
maintaining guest privacy and security. Operators
are usually the 1st contact of the guest with the
hotel.
BELL DESK
This department is responsible for the handling of
guest baggage after they check-in and during their
check-out process. The other jobs which are
performed by this department are delivering news-
papers, message handling, room change, left
luggage handling, reporting of scanty baggage to
the front desk and any other special request of the
guest.
PORCH / VALET SERVICES
67
Hotel has a valet service for the guests. The valet
and the porch coordinators assist the traffic
movement at the porch and also ensure availability
of rental cars.
BUSINESS CENTRE
It is a point of sale, which generates revenue by
retailing space for conference, and other services
which are related to conferencing. The Business
Centre also provided secretarial services.
68
Business centre Broucher
69
70
DUTIES AND RESPONSIBILITIES
ACCOMODATIONS MANAGER
ASST. FRONT OFFICE MANAGER
DUTY MANAGER
GUEST RELATIONS EXECUTIVE
FORNT DESK ASSOCIATE
BELL CAPTAIN
BELL BOY
71
ACCOMMODATIONS MANAGER
Reports to the General Manager / Resident
Manager.
Achieve customer satisfaction and room
revenue goals by supervising front office
operations.
Ensures that the front desk is staffed
appropriately by utilizing business forecast to
schedule employees.
Oversees and participates in the prompt
check-in and check-out of guest.
Addresses questions or problems pertaining to
customer room accommodations and rates.
Provides control over rates; implements
approved rate changes.
Monitors advance deposit procedures.
Responds to positive and negative comments
expressed in comment cards and develops
strategies to improve comment card results.
72
Monitors service and team work on a regular
basis and counsels employees on providing
the Taj experience service and team work.
Maintains statistics on room and reservations,
customer arrivals and departures, average
occupancy rates and related information.
Assists in preparation of annual budget; assures
that the department operates within approved
budget.
Assures the cleanliness and orderly condition of
the front office areas by conducting daily
inspections.
Keeps immediate supervisor promptly and fully
informed of all problems or unusual matters of
significance.
Maintains a favourable working relationship with
all other company employees to foster and
promote a cooperative and harmonious working
climate.
73
ASST. FRONT OFFICE MANAGER
Reports to the Accommodations Manager
Supervises and participates in the prompt and
courteous check-in and check-out of guest so
as to maximise guests satisfaction.
Responsible for the organization of work at the
front desk including assignments, duty
roasters and leaves (casual & sick).
Ensures that standard procedures on room s
security are followed strictly.
Uses an intensive approach to up selling, to
maximise the Average Daily Rate.
Ensures procedures for safety deposits
lockers are strictly followed.
Co-ordinates and communicates with related
departments to ensure customer requests and
complaints are handled effectively and
efficiently.
74
DUTY MANAGER
Reports to the Accommodations Manager /
Asst. F O M
Exceeds guest satisfaction and assist in
increase of room revenue by supervising shift
at the front desk.
Verifies and endorses all registration cards
Ensures procedures on establishing credits for
every guest account.
Ensures the maximization of total room
occupancy by the handling of expected arrivals.
Provides quality services to the guest by
responding to their request promptly, effectively
and courteously.
Maintain safe working conditions within the
department.
Keeps immediate supervisor promptly and fully
informed of all problems or unusual matters of
significance.
Ensures the smooth running of the lobby.
75
GUEST RELATION EXECUTIVE
Reports to the Duty Manager
Blocking of rooms for VIP’s, Groups and Crew.
Ensure amenity requisition for blocked VIP’s
are sent to the room service.
Check rooms blocked for VIP’s
Gives the guest courtesy calls.
Keeps a track of guest birthdays,
anniversaries, etc and wishes them
accordingly by arranging for a cake and a gift.
Maintains guest history cards.
Escorts guest to the room.
Welcomes guest with Aarti, Garlands etc.
Good relations with repeat guests and
ensuring maximum feedback.
Creating magical moments for guests.
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FRONT DESK ASSOCIATES
Reports to the Duty Manager.
Takes check-in and check-outs of the guest.
Escorts guest to the guest rooms.
Takes in-room check-ins.
Responsible for verifying photo ID and taking
a photo copy of the guest ID along with the
visa copy and ensuring that the same is not
expired.
Solves guest problems as and when required.
Handles difficult situations.(guest problems)
Prints the registration cards. (done during
night shift)
Settling of guest bills during check-out.
Preparing and filing of reports.
Blocking and de-blocking of rooms.
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BELL CAPTAIN
Reports to the Duty manager.
Controls the movement of the bell boys.
He briefs the bell boys * ensures that they are
always well groomes.
Keeps the time records of the bell boys and
writes their activities on the bell attendants
control sheet.
Checks the log book periodically.
Takes stock of the luggage, parcels and any
other material.
Responsible for proper distribution of news
papers.
Keeping stock of equipment, trolley and
ensuring that they are in good working
condition.
78
BELL BOY
Reports to the bell captain.
Takes the baggage from the porch to the room.
Places the baggage in the rooms in the
appropriate rack.
Explains the operations of light switches, A/C
control to the guest.
Brings the baggage down in the case of
departure.
Checks the room to ensure that the guest has
not left any articles on departure.
Obtains clearance from front office cashier on
the errand card regarding the bill.
Delivers the guest letters or messages to the
guest room.
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SPECIAL OBSERVATIONS
Every guest that has a airport pick-up when
received at the porch is greeted and escorted
straight to the room and an in-room check-in is
taken.
Each guest is given a personalized welcome
letter and VIP guest or suite room arrival guests
are given personalized cards that are signed by
the General Manager.
The Taj Club guest are given the facility of an in-
room checkout
The guest photo ID is sent up with his/her
luggage in so that the guest does not have to
wait for his ID till the photo copy is taken. The
same is done only with the guest permission.
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TRAINING SCHEDULE AND
TASK PERFORMED
TRAINING SCHEDULE:
2 weeks
TASK PERFORMED:
Slotting & de-slotting of bills.
Filling of key jackets and bell boy errand
cards.
Checking of the C-Form.
Putting messages in the guest room.
Sticking incident logs in the GM log book
Sticking of hand-overs in the respective log
books.
Attaching the bills to the folios.
Printing and Photo-copying.
Escorting guest to the room
Typing and printing of names for the welcome
letter envelops
Arranging of welcome letters
81
Stacking of stationery at the end of the shift
82
HOUSEKEEPIN
G
83
INTRODUCTION
The housekeeping department at the Taj Lands End is
the department that makes the meaning of the word
“organization” possible.
Just as the name itself indicates, the role of the
housekeeping is to keep and maintain cleanliness of all
the areas in the hotel. It provides a comfortable and safe
stay of the guests, thus making him/her feel at home.
It is responsible for the upkeep and decor of the guest
room and public areas. The housekeeping department
creates a relaxed atmosphere for guest by providing
surroundings that are attractive, comfortable and safe to
live in.
Furthermore, by providing courteous service a friendly
atmosphere is created. In this way the housekeeping
department makes it possible to create a “home away
from home”.
84
The housekeeping department is located on the lobby
level of the hotel in the back of the house and has a
thoroughly capable and professional staff to carry out the
housekeeping activities.
THE NUMBER & TYPES OF ROOMS
Category of Room No. Of Rooms Floors/Room. No
Deluxe Rooms (DKSX) 156 (20 Twins) 11th,12th,14th,15th
Floors
Luxury Rooms (LKSX) 169 (47 Twins) 16th,17th,18th,19th,20th
Floors
Taj Club Rooms
(TKSX)
135 (4 Twins) 21st,22nd,23rd,24th,25th
Floors
Executive Suites
(SES2)
9 1118 to 2018 (ex-
1318)
Luxury Suites (SLS2) 17
Old – 1925, 2021,
2129 New – 22nd to
24th (01/02/31/48) &
2531/48
Grand Luxury Suites
(SGS3)
6
Old – 1943,2040
New – 2323, 2423,
2515, 2523
85
Presidential Suite
( SPS5)
1 2101
DESCRIPTION OF THE ROOMS
Taj Lands End, Mumbai is an 18-storey hotel with a dramatic 3-storey lobby and 493 guestrooms including 33 suites, each of which offer a panoramic of the Arabian Sea, as well as the city scape across the bay.
Deluxe Sea view Rooms
Spacious and warm, these rooms have all the regular Taj hospitality gestures, including a luxurious five-fixture bathroom with a separate shower cubicle and a bathtub.
86
Luxury Sea view Rooms
These luxurious rooms (396 sq.ft.) come with all the guest amenities Taj is famous for. You can choose a room that overlooks the Arabian Sea, the pool or the city.
87
Taj Club Rooms
Located from the 21st floor upwards, the Taj Club rooms were inspired by the need to provide simplicity and modern elegance for the business traveler with luxuriously spread spaces that seamlessly flow into each other. Through the subtle use of colour and contemporary design elements, the rooms evoke a residential studio environment with generous spaces for relaxing and working.
88
The guests at the Club Floors are provided with special Butler’s service.
The Suite guests are given the personalized butler’s service on 24 * 7 basis. They are catered with all the VIP services.
Impeccable personalized service by highly trained butlers, the use of an exclusive meeting room, access to the special Taj Club Lounge for buffet breakfast and evening cocktails are some of guest amenities and services that make the signature Taj Club experience truly memorable. These includes, one way complimentary airport limousine transfer, 42” Plasma TV, DVD Player, private check-in and check-out at the Club desk, laptop size in room personal safe, a complimentary bottle of wine, round the clock highly personalized Butlers services. Taj Club guests can also enjoy complimentary deluxe Continental breakfast, complimentary tea/coffee throughout the day and cocktails during the Cocktail Hour at the Club lounge. Taj Club
89
also offers guests an exclusive Meeting Room and a Business Service Unit on the Club Floor.
Executive Suites
Sea-facing suites (680 sq.ft) with a panoramic view of the Arabian Sea, each of these suites has a living room and bedroom with an attached dressing area. The suites overlook the pool, and offer a breathtaking view of the Arabian Sea. Guests receive all the benefits and services of the Taj Club rooms.
90
Luxury Suites
Sea-facing (962 sq.ft.) with a panoramic view of the Arabian Sea, each of these suites has a living room and a bedroom, it also includes a pantry. Guests receive all the benefits and services of the Taj Club rooms.
91
Grand Luxury Suite
Each of these suites (1188 sq.ft.) has a separate living room, dining room, kitchenette and a master bedroom. Like the Luxury Suites, these too are sea-facing suites with a panoramic view of the Arabian Sea. Guests receive all the benefits and services of the Taj Club rooms.
92
The Presidential Suites
Living area
93
The dining area
Kitchen area
94
Bathroom
The majestic Presidential Suite (3000 sq.ft.) offers a stylish living room, dining room, a master bedroom, an office, a kitchenette and a bathroom with a Jacuzzi. Aesthetic artifacts, an array of lighting effects and sleek furniture give it a sense of space and luxury. The plush furnishings and furniture accentuate the contemporary ambience of the master bedroom. The study of the Presidential Suite functions as an ideal office space. Guests receive all the benefits and services of the Taj Club rooms.
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SIZES OF THE ROOM
FLOOR / ROOM TYPE SIZE OF THE ROOM
11th - 21st Floor 396 sq .ft
SES2 680 sq. ft
SLS2 962 sq. ft
SGS3 1190 sq. ft
SPS5 3000 sq. ft
22nd - 25th Floor 430 sq. ft
New SLS2 860 sq. ft
New SGS3 1290 sq. ft
96
All Bathrooms (11st- 21st ) 97 sq. ft
HIERARCHY
GENERAL MANAGER
RESIDENT MANAGER
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EXECUTIVE HOUSE-KEEPER
ASST. EXECUTIVE HOUSE-KEEPER
FLOOR
SUPERVISOR
LAUNDRY
MANAGER
FLOWER ROOM
SUPERVISOR
HORTICULTURIST
ROOM BOY LAUNDRY
SUPERVISOR
FLORIST GARDENER
Guest amenities
provided in the guest room:
Bathroom:
Bath gel
Soap
Hair shampoo
Hair conditioner
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ASST. HOUSE-KEEPING MANAGERS
LAUNDRY
VALET
Body lotion
Shaving kit
Dental kit
Loofah
For your care
Dressing table:
Mending kit
Cotton wool
Table:
Pencil
Eraser
Sharpener
Paper pin
Scissor
Cello tape
Wardrobe:
Bath robe
Slippers
Shoe shine
Shoe mitt
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Laundry bag
Shoe bag
DUTIES AND RESPONSIBILITIES
EXECUTIVE HOUSEKEEPER
ASST. EXECUTIVE HOUSEKEEPER
LINEN ROOM SUPERVISOR
HOUSEKEEPING SUPERVISOR (ROOMS)
LAUNDRY MANAGER
HOUSEKEEPING ATTENDANTS
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FLORIST
EXECUTIVE HOUSEKEEPER
Reports to the General manager/Resident Manager.
Oversees and directs all aspects of all
housekeeping operations.
Evaluates continuously the performance of the
employees and counsels them in case of any
deviations.
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Maintains all related records of materials in an
effective manner and according to company policies.
Plans yearly departmental budgets.
Plans new processes and procedures to increase
productivity.
ASSISTANT EXECUTIVE HOUSEKEEPER
Reports to the Executive Housekeeper.
Oversees and directs all aspects of all
housekeeping operations.
Follows up on all outstanding issues from the
previous shift.
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Conducts daily briefing with housekeeping
assistants.
Ensures a good working relation with and amongst
all employees.
Discusses all problems with the Executive
Housekeeper and helps in solving them.
Maintains good relations with all other departments.
LINEN ROOM SUPERVISOR
Reports to the Executive Housekeeper.
Directs all linen and uniform control functions.
Ensures that all linen is neatly and properly folded
and kept well.
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Ensures that the floor pantries have sufficient linen
supply.
Maintains linen and uniform inventory.
Oversees the discarding of torn or improper linen
and uniforms.
Checks that all supervisor and attendants maintain
the equipment correctly.
HOUSEKEEPING SUPERVISOR (ROOMS)
Reports to the Executive Housekeeper.
Ensures maximum efficiency in performance of
housekeeping attendants.
Conducts briefing for housekeeping attendants.
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Informs the Exe. Housekeeper about any damage,
theft or loss in guest room.
Supervises daily, super cleaning and periodical
cleaning of rooms.
Cleaning of rooms in emergency situations.
Enters lost and found articles in the register and
follows up on the same.
Inspects arrival rooms to ensure everything is proper
condition.
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LAUNDRY MANAGER
Responsible for issuing washed, clean and dried linen on
time.
To keep record of all soiled linen coming in for washing
and clean linen going out.
To keep his area clean and hygienic at all times.
Conducts daily, monthly, weekly, periodical briefings.
Trains staff, prepares vacation plans etc.,
To secure his area.
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HOUSEKEEPING ATTENDANTS
Reports to the Housekeeping Supervisors.
Maintains high cleaning standards in assigned guest
rooms, suites and pantries.
Morning Shift:
Follows security and emergency procedures.
Reports maintenance problems.
Reports any loss or damage to the floor supervisors.
Always maintains high level of personal hygiene.
Afternoon Shift:
Responsible of turn down service and late
check-out.
Responsible for cleaning corridors when
assigned.
Night Shift:
Responsible for cleaning late check-out rooms.
Maintenance of all equipments used in the
department.
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FLORIST
Ensures that all floral arrangements in the property
are fresh, attractive and appropriately colour
coordinated.
Receives flowers and checks its quality and
quantity.
Responsible for providing floral arrangements in
guest rooms and public areas according to
agreement and schedule.
Maintains and takes care of all florist tools and
trolleys.
Ensures that all vases are clean, polished and in
good repair.
Ensures cleanliness of his/her work area.
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EQUIPMENTS USED
Taski Boro 12 (Dry Vacuum)
Taski Vacumat (Wet Vacuum)
CLEANING AGENTS
Ecolab: (Everyday)
Juniper Splash (green) - Air Freshner
Neutral Bathroom Cleaner (light purple) -
Disinfectant cleaner
Glass Force (light Blue) - Glass cleaner
Alkaline Bathroom Cleaner (light pink) - Hard
water stains/WC
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Ecolab: (Periodic)
Lemon Eeze - Heavy Water Stains On Shower
Glass Cleaning
CBC Plus - WC Heavyduty Cleaner
Helios - Chrome Fixtures
Taski:
R6 - WC Cleaner
Suma Scale - Descaler for Kettles (Hard
Water Stains)
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TASKS PERFORMED
Distribution of uniforms to staff
Stores pick-up
Distribution of stores to all floor pantries
Dusting of doors and panels on all floors.
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Food
Production
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INTRODUCTION
Whenever we talk about a good Five Star or for
that matter any hotel the immediate thought that
strikes us is the good food and the high standard of
service. Thus when it comes down to dining in any
restaurant specially restaurants at 5 star deluxe
hotels, people actually come to the outlet because
of the food and the exquisite presentations.
The Food and Beverage Production department at
the Taj Lands End, Mumbai has one of the most
skilled, innovative and experienced staff headed by
the Executive Chef Anirudh Roy.
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SECTIONS
At Taj Lands End the kitchen is divided into 10
sections which are divided as follows:
Main Kitchen
Vista Kitchen
Masala Bay Kitchen
Ming Yang Kitchen
Atrium Lounge Kitchen
Butchery
Bakery
Vegetable Preparation Kitchen
Garde-Manger
Staff Cafeteria Kitchen
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MAIN KITCHEN
The main kitchen is the largest kitchen in the
Taj Lands End. It houses all the smaller
kitchens/sections. It caters to all the banquet
functions, to all the outdoor catering.
Indian
Continental
Halwai
South Indian
1. Indian
The Indian kitchen prepares the dishes which are being
fixed and decided by the guest.
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2. Tandoor
The Tandoor kitchen prepares all the Tandoori items like
the Tandoori rotis, Tandoori kebabs, starters which are
being prepared mainly for the banquet function.
3. Halwai:
The Halwai kitchen is the kitchen which prepares Indian
desserts and salads. During banquet functions the
Halwai holds a counter in the ballroom mainly for kulfi
accompanied with vermicelli and almonds. The Halwai
also holds a live counter for Indian Chaats.
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VISTA KITCHEN
A 24 hour operational kitchen which also has a
satellite kitchen. This kitchen continuously caters to
the guests in the form of buffets (breakfast, lunch
and dinner) and a-al-carte orders. They have a well
planned theme buffet everyday. This kitchen caters
to the coffee shop, atrium lounge for the tandoor
items and the In Room Dining.
It can be divided into five major sections:
Indian Section
South Indian Section
Continental Section
Tandoor
Pantry
There are five shifts in this kitchen:
Morning shift : 7 am to 4 pm
General shift : 9 am to 6 pm
Afternoon shift : 3 pm to 12 am
Panzer shift : 7 pm to 4 am
Night shift : 10 pm to 7 am
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INDIAN SECTION :
The Indian section prepares food for the lunch
buffet and includes rice, kormas, gravies, non-veg.
Dishes including mutton and chicken biryanis and
also includes a number of dishes in the a-la-carte
menu.
SOUTH INDIAN SECTION:
The South Indian section only serves South Indian
food products. It caters not only to the a-la-carte
menu but also for the lunch buffet at the coffee
shop. The South Indian section prepares dosas,
uttamaps, idlis, medu wada, south Indian style rice
and coconut gravies along with appropriate
accompaniments.
CONTINENTAL SECTION:
The continental section deals with continental food
including soups, pastas, pizzas, burgers, etc. This
section prepares pasta dishes and fish dishes for
the buffet menu.
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TANDOOR SECTION:
The tandoor section deals with the roasting of
papads and tandoor products that include naans,
parathas, phulkas, kebabs (veg & non-veg.)
PANTRY:
This is the most important section of the coffee
shop as it deals with or dispenses more than 70 %
orders of the day. Products like burgers,
sandwiches, milkshakes, juices, etc. are the things
that normally sell in the outlet and hence the pantry
becomes very important.
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BUFFET SETUP
The buffet set up consist of:
A section of salads and cold cuts. 1 half of the circle is Continental. The other half is Indian. 1 dessert counter.
The buffet consist of:
Salad counter:
6 types of cheese 3 types of lettuce 6 types of non-veg salads 6 types of veg salads 4 types of cold cuts 5 dressings for the salads 2 types of sushis
Continental:
1 soup 1 pasta 1 grilled preparation
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1 fish preparation 1 rice preparation 1 gravy preparation 1 potato preparation 1 vegetable preparation
Indian:
1 soup 1 non-veg appetizer 2 gravy preparations 1 rice preparation (biryani) 1 vegetable preparation 1 dal preparation 1 veg appetizer 4 veg preparations 1 raita Pickles and papads.
A lavish dessert counter serving more that 12 varieties of desserts (hot and cold).
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MACHINERY AND EQUIPMENT USED
Slicing machine - Hobart
Chopper, Grater, Slicer, Mincer - Hobart
Walk-ins
Traulsen
Tandoor
Refrigerators
Juice Extractor
Deep Fryer
Oven
Grinder
Mixer
Microwave
Salamander
Hot Plate
Toaster
Pizza Cutter, Wooden Pizza Pan, Rolling Pin
Iron Rods for Kebabs
Chopping Boards, Peelers, Strainers
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MASALA BAY
It is at Masala Bay that you will discover the Indian
cuisine that has captivated the taste buds of
people all over the world. The renowned Chefs
bring out many undiscovered facets of Indian
cuisine including culinary treasures from the sea as
well as land. Find nuances that elevate your dining
experience.
Interactive Counter:
Masala bay also has an interactive counter. Here
the guest are seated at the counter itself and the
food is cooked / served in front of them.
The main objective of this counter is to cater to
guest who come in alone. While preparing the dish,
the staff also interacts with the guest. In this way, a
gust who comes in alone does not feel lonely.
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MING YANG
This kitchen specializes in Sichuan and Cantonese
cuisine operating with specialized equipment and
exotic ingredients. Most of the ingredients are
imported and the dishes are prepared in traditional
style to give the dishes a very authentic touch. The
Sichuan kitchen is one of the most exquisite
kitchens in the organization and also the most
organised one due to the hard work of Master Chef
David. A major time is utilized in making the
necessary mise-en-place and the cooking time is
minimum.
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VEG PREP
Veg prep is the kitchen where all the vegetables
are cut according to the kitchens requirement.
Everyday the vegetables are directly received from
the receiving and stored in the veg prep’s walk –
in. Fresh groceries are being received on daily
basis and the vegetables are slotted, checked and
then is being sent to the respective kitchens.
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BUTCHERY
Butchery is the kitchen where all red meat and
poultry are cleansed, cut and slotted accordingly
for the kitchens requirement.
The butchery staff is highly trained in the catering
sector activities that eventually results in highly
professionalized handling and portioning raw
materials needed for the various meat preparation.
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GARDE MANGER
This is the cold kitchen where various salads,
margarine sculptors, ice carvings are made. It is that
department in the kitchen where creativity can be fully
put to use. The department has a total staff of 6 cooks
headed by the sous Chef who is Chef Rupesh. The
majority of the work is done on the straight shift from 9
a.m. to 6 p.m. There are two cooks who handle the pick
up in the evening and have to be there till midnight.
These two cooks handle the boiling and roasting,
preparation of mayonnaise and also the general mise-
en-place for the next day.
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BAKERY & CONFECTIONERY
The bakery provides variety of cakes, pastries,
etc., for the best in the various outlets. It also
provides complementary cakes, cookies and
chocolates to the guest according to their status or
on their request or as a welcome. The bakery also
undertakes contracts for the preparation of cakes
for special functions such as wedding, engagement
etc. that may be organized by the banquet
department.
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Food
&
Beverage
Service
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FOOD AND BEVERAGE OUTLETS
ATRIUM LOUNGE
MASALA BAY
MING YANG
VISTA
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ATRIUM LOUNGE
The completely refurbished Atrium Lounge at the
Taj Lands End is now ready to perk up your
evenings with a jazz band, a swinging bar,
handpicked cigars, the world finest coffees and
teas, an intimate ambiance and attentive yet
discreet service.
The Atrium Lounge in its new avatar boasts of a
completely refurbished look. A thematic color
scheme of purple and green adorns the lounge
while the white gloved kneel down service and
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candle lit experience welcomes you into a world of
luxury.
Here at the heart of the hotel, the soft piano
serenades you through the afternoon and gets you
in the mood for the live jazz band.
Indulge in a culinary expedition. The new menu
includes sushi platters served in the authentic
style on a sushi board with the traditional
accompaniments. “Between the Breads” lets you
make your own sandwich with a variety of fillings,
dressings and toppings on offer, the way you like it!
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The menu offers 52 varieties of teas ranging from
flavoured teas. Global teas, orthodox teas to
organic and ayurvedic teas and a wide range of
single estate coffees, espressos & cappuccinos.
The in-house cocktail menu has a variety of
alcoholic beverages to entice you.
Limited edition cigars such as Partagas P Serie
No.2, Patagas D Serie No.1 & 2, along with a
selection from the finest in the world like the
Habanos Cigars and Davidoff range are now on
the offerings.
The new refurbished Atrium Lounge stands for
everything that is impeccable, redefined and
luxurious which is headed by Mr. Rishi Mehra the
manager and Ms. Pooja Khanna the Asst.
Manager.
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.Restaurant Fact Sheet:-
Location: Lobby Level
Seating capacity: 81 covers
Timings:
Monday : 24 hours
Tuesday to Friday : 0800hrs – 2400 hrs
Saturday & Sunday : 0700 hrs – 0100 hrs
Music:
Pianist plays from 1600 hrs to 1900 hrs except
Tuesday.
Maria noel sings on Friday & Saturday
between 1930 hrs to 2330 hrs.
Band plays from 1930 hrs to 2330 hrs except
Monday.
Type of Service: Sit down
Average Budget: 1.5 lacs (per day)
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MASALA BAY
A contemporary Indian restaurant, it offers a range
of culinary delights. Masala Bay has an interactive
theatre kitchen, a separate lounge bar and three
private dining rooms. Undiscovered facets of
Indian cuisine with the unique use of time-tested
ingredients create a fresh, new taste and add a
new dimension to the experience of dining. The
emphasis is on light food and on the blending
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traditional Indian recipes with international cooking
styles
It is at Masala Bay that you will discover the Indian
cuisine that has captivated the taste buds of
people all over the world. The renowned chefs
bring out many facets of Indian cuisine including
culinary treasures from the sea as well as land.
The Name:
The name has an intrinsic meaning relevant to the
product category – Indian restaurant, yet the
morphology renders it an international class,
cannoting it a modern decor and style. Masalas or
spices are integral to Indian cookery. Each spice
has its unique property that renders a different
flavour and aroma to Indian cuisine. It is this
unique feature that comes across upfront through
the name. The word ‘Bay’ invokes visual imagery,
aptly reflected through the restaurant.
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Restaurant Fact Sheet:
Location: Lobby Level 1
Seating Capacity: 118
(including lounge and PDR’s)
Timings: Lunch – 12.30 – 14.45 hrs
Dinner – 19.30 – 23.45 hrs
Type of Service: Sit down
Average Budget: 1.46 Lacs (per day)
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MING YANG
The name Ming Yang indicates the ‘Rising Sun’
Ming Yang is a fine dining Chinese restaurant, where guest can experience excellence in food and service in a sophisticated atmosphere. This formal restaurant is done up in dusky rose, black and gold. This theme is carried through to the table with the extravagant crockery and glassware. The menu features Sichuan cuisine.
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The split level layout of this Chinese restaurant allows diners to enjoy a view of the Arabian Sea and the Portuguese Fort from anywhere in the room. The right angle zigzag of the back wall imitates a Chinese screen, as well as offers a secluded bay for semi-private dining.
Something very unique about this restaurant is that a single diner never dines alone and is always accompanied by a gold fish.
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Restaurant Fact Sheet:
Location: Lobby Level 1
Seating Capacity: 96 covers
Timings: Lunch – 12.30 – 14.45 hrs
Dinner – 19.30 – 23.45 hrs
Type of Service: Sit down
Average Budget: 1.70 Lacs (per day)
Entertainment: Chanel Music
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Vista is a contemporary style bistro with a
freshness of colour and a sweeping sea view. As
an all day dining venue it gives a feeling of
brightness & freshness for breakfast and is also
conducive to a smart business lunch. The space
has been designed in such a way to achieve a
level of intimacy and excitement for an evening
meal. The modern elegant approach result in an
international ambiance which reflects in the variety
of cuisines.
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Scenic views of the sea perfectly compliment the
refreshing flavours of this trendy, all day dining
restaurant. Vista offers lively features such as a
show kitchen, interactive buffet counter, and a
wood-fired oven. Guest enjoy a variety of cuisines
including Continental, Indian, Italian and Far
Eastern. Special care has been taken to cater to
the vegetarian and health conscious guest. A
variety of cocktails, an exhaustive wine list, and
flavoured freshly brewed choice of coffee and tea
complete the beverage repertoire
A breakfast, lunch, dinner buffet spread is laid out
everyday. The guest can opt for the buffet or a-la-
carte. The covers are already laid out on the
tables. Plates are available on the buffet counter in
case guest opt for buffet. The buffet layout is multi-
cuisine with some oriental dishes.
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Name:
The Spanish word Vista means View and as the
name suggest this all day dining restaurant gives
an astonishing view of the Arabian Sea and the
beautiful lobby of Taj Lands End.
Restaurant Fact Sheet:
Managers: Mr. Leo & Mr. Jaswant
Location: Lobby Level 2
Seating Capacity: 171 covers
Timings: 24 hours
Type of Service: Sit down & Buffet
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Average Budget: 4.94 Lacs (per day)
Entertainment: Music (CD’s)
Buffet Rates:
MEAL ADULT CHILD
Breakfast Rs. 1125 Rs. 300
Lunch Rs. 1500 Rs. 1000
Dinner Rs. 1700 Rs. 1000
Sunday Brunch:
TYPE ADULT CHILD
Alcohol Rs. 3000 -
Non-alcohol Rs. 2500 Rs. 1000
*All the above mentioned rates are inclusive of
taxes
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IN ROOM DINING
The IRD department at the Taj Lands End is
located at Lobby Level 2 in the back of the house.
The IRD department takes orders till the 20th floor
and from the 21st floor the same is done by the
butlers. Hence there must be great co-ordination
between the two.
The IRD operation at Taj Lands End are best
explained as:
Around the clock personalized operation
offering a wide range of cuisine such as
Indian, Continental and Chinese.
Breakfast is served from 0600 hrs to 1130 hrs.
A wide range of food and beverage is offered
between 00:00 hrs and 0600 hrs.
In room dining utilizes the service of a
speciality designed service elevator in order to
cut short time of order delivery.
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All orders are transported and served by
trolley or tray.
The IRD trolley is a specially designed
concept with a built in heating mechanism
called the hot case. This is to keep the food
hot and reduces scope for contamination
during the course of transporting the food to
the guestroom.
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ORDER SETUP
Captain receives KOT
1 copy remains on counter for captains
reference and other copy to the setup boy for
trolley or tray setup.
Kitchen staff prepares order.
Kitchen staff co-ordinates with pick-up man
with regards to order completion.
Food or beverage is then set on the tray or
trolley.
Order checked by captain as per
specifications.
Goes for delivery.
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BANQUETS
Taj Lands End banquet excels in all the essential
aspects for holding a meeting or a conference.
Multi-cuisine, impeccable service and an elegant
atmosphere, it has 4 individually designed private
halls and pre-function areas that are available for
private dining, business meetings, social
gatherings, conventions and exhibitions. Whether
hosting a meeting or a cocktail party Taj Lands
End provides the perfect setting.
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Banqueting space of 55000 sq. ft
Pre-function areas for all halls integrated to
accommodate large events.
Wireless internet access facility.
Video conferencing and Webcast arrangement
on request.
Microphones and demonstration boards on
request.
5 level car parking facility(can hold upto 500
cars).
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Function halls at the Taj Lands End
Ballroom I & II
Salcette I, II & III
Konkan
Malabar
Lounge
Gardenview
Poolside
Seaside Lounge
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The following are the types of seating used:
U shape
Board room seating
Theatre style seating
Half moon seating
Casual seating
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BUSINESS CENTER:
Taj Lands End has a 24-hour Business Centre that includes 2 boardrooms, 2 meeting rooms and an office lounge for smaller meetings or discussions. The centre is fully equipped with modern conferencing facilities, wireless (Wi-Fi) internet access, secretarial assistance, interpretation facility and workstations.
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Hotel Business Services include:
Binding
Broadband Wireless (Wi-Fi)Internet access
Mobile phones on hire
Multimedia computers
Secretarial services
Translation / interpretation services
Video-conferencing facilities
Webcast facility
Workstations
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CONCLUSION
As I got my first real experience of working in the
hotel, I realized it was by no means an easy task and
one that requires immense enthusiasm. What I have
developed over the twenty five weeks is the
enthusiasm and the passion to work in the industry.
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 everyone has something unique to
offer, that every job has its nuances and its value and
that no job is superior to the other. This i believe 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.
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