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About the Pride Hotel Ahmedabad

The pride group of hotels exemplifies a luxurious brand of hospitality. With 2 business hotels, 2 resorts, 5 luxury hotels and Some more expansion plans in its repertoire, The Pride Group is all set to ace that art of offering opulent services.

Pride means business but business is not just about a rigid exchange. Its about warm and enduring associations. The conference and banquet facilities of The Pride Group offer the magnificent space to spur your discussions, negotiations and gatherings.

The contemporary conference and banquet features such as catering services, technology and open air or enclosed corporate settings endow your events with the pomp and the efficiency that they deserve. Leave the worries about banqueting to us and fill the halls at The Pride Group of hotels with the beating of your heart.
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Herald your arrival and prolong your departure. Make your event an unforgettable masterpiece of extravagance and splendour.

ACKNOWLEDGEMENT
I like to take this opportunity to thanks the management of THE PRIDE group of hotels for giving me this chance to train in this esteemed establishment, which is the best of its kind in Gujarat. Besides being a proud member of The Pride in the process of my Industrial Training I received the true inside working of five star hotels and the functioning of every day to day running of this complex organization.

I would like to thanks the staffs of The Pride Hotel, who through guidance and friendship opened my chapter in the science of Hotel Management, which are not taught in any classroom. Thus, imparting to me their knowledge of experience in this line.

Ahmedabad Date:AMIT KUMAR IIND YEAR B.H.M


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Reg. No:-

DECLEARATION
I hereby declare that their project report submitted in partial fulfilment for the BHM Program to the Magadh University is an original research work and by me under the guidance of the faculty guide and that the their or any part of it has not been previously submitted for degree/diploma of any universities/institute elsewhere.

Place: - Ahmedabad Date:-

Name:Reg. No.:-

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SYNOPSIS
Tourism industry is one of the most successfully immerged industries in the world. Before tourism was only confined to touring but now, many things come under tourism. Tourism plays the major factor in the economic development of the less backward region beside hotel industry is the backbone of tourism industry. The hotel industry is a part of it. The hotels can be classified on a wide range from facilities, star categories and location etc. The project is based on the operational aspect of four star deluxe hotels. THE PRIDE HOTEL, Ahmedabad the main purpose of the project is to study the operational aspect of THE PRIDE HOTEL. The objective is to study the modern trends that are used in the hotel industry and the information is taken from both primary and secondary sources. The limitation is that detail about operational aspect not the financial aspect of the hotel. THE PRIDE HOTEL a unit of Gujarat tourism development Cooperation ltd. Judges Bungalow road Ahmedabad. It is 15 K.M. away from railway station and 30 K.M. from airport. The entire department is
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well maintained and their hotel enjoys good business through but the year. Housekeeping as the name signifies keeps the hotel neat and clean. They make the guest feel House Away From Home. F and B Production department is responsible for preparing all the food items. The food prepared by the F and B service department. The front office department is associated with welcoming the guests.

They account for the maximum business in a hotel. The security department taken care of the over all discipline maintained in the hotel. The Engineering department is responsible for all the repair works. The account and finance department gives the report whether the hotel is running in profit and loss. Purchase department indents all the items from the vendors once the hotel is received. The stores keep the items purchased in proper place. The function of personal department is concerned with the managerial an operative functions. The kitchen stewarding ensures that the F and B production and F and B service department get their cutleries and utensil in item. The sales and marketing department increase the revenue indirectly through publicity and advertisement. During the study of various useful information or datas, various problems faced by the various departments. These problems were identified and their solutions are discussed to overcome the problems.

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The study conducted enable to compile the project report, which could meet the objectives of study.

CONTENTS
SERIAL NO. 1. 2. 3. 4. 5. 6. 7. 8. 9.
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CHAPTER NAME Introduction Project Design Infrastructure of The Place Profile of The Hotel Operational Aspects Non Operational Aspects Problems & Solution Conclusion Bibliography

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INTRODUCTION
TOURISM INDUSTRY: - Tourism is related to tour, which
has its origin from the Latin word Tour which means lane or wheel. Tourism is a short term movement of people, which is outside the place where the so called tourist lives work and stay. It is an activity which results from the travel and stay of person or persons who are not the resident of that place. In their many corporate, business concerts, firms, industries are engaged in direct or indirect ways. So in conclusion we can say that everywhere you look every corner you turn. So the training is undertaken in THE PRIDE HOTEL Ahmedabad.

TOURIST:- tourist travel from one place to another with various


intensions like religion, business exploration and pleasure and tourism dominates the whole world. Tourism plays the major factor in the economy and raises the standard of the living of the people.

IMPORTANCE OF TOURISM: - tourism has gained


importance and the farthest growing industry of the world. The vital role of tourism plays in earning the foreign exchange, providing employments, yielding tax revenues and promoting industries in the
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industrially backward regions. There are a member of motives behind the travel of people from one place to another like speeding up the Learning cycle, cultural, exchange, gaining, pleasure, ethnic and heal the considerations, spiritual and religious factors sports etc. By tourism one can have a better knowledge of other country.

Its culture and different things

Temporary movement of people Pleasure Activity Totality of the relationship component Industry

Multi-Segment

Tourism is a phenomenon of modern times. From a simple travel of yester year phenomenon today has become very complex activity uncompressing a wide range of relationship simply defined. Tourism does not exit in insulation; it has certain components without which it can not operate. In order to understand tourism systematically it is necessary to know the various components which together make tourism.

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There are three basic components: Transports Location Accommodation

DEVELOPMENT OF TOURISM IN INDIA: -The first step


towards the development of tourism in India was brought forward way in 1945, in 1948, after the attainment f independence, the first step was constitution of an ad hoc tourist traffic committee in march 1958, a separate tourism department was created in the Ministry of transport at deal with all matters concerning tourism. In 1966, the Indian Tourism Developing Corporation (ITDC) was formed. India with its diversities and rashness provides an unlimited potential to the tourism in India to variety of language culture, food and hospitality of the Indian people fascinates the tourist from all over the world get understanding the diversity there is a fundamental sound of unity. Which welds people into racial mosaic is a unity. This is the legacy of India that is the proud of heritage of every Indian. Without tourism, hotel industry cant survive and without hotel industry or accommodation, tourism cant form. These are dependent of each other. We can say that if there is n hotel, there will be o tourism. Means NO Hotel, No Tourism.

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ROLE OF HOTEL INDUSTRY IN TOURISM: Hotel industry is the backbone of tourism industry. It is the essential part of tourism. Hotel industry is closely linked with a industry that is responsible for 80% of foreign exchange earning in tourism. The development of new hotel increases the moment of people goods and service to the undeveloped region in India and countries like India for the rising volume of tourist in flow in the hotel industry act as accommodation for both domestic and foreign tourist. The advert of industrial revolution in England brought ideas and progress in the business of inn keeping. The development of railways and skip made travelling made more prominent. In the promotion of tourism, if all the constituents if the Constituents the most important segment. Tourism to a great extent dependent on the tourist industry, hotel sector thus constituents if the tourist industry, hotel sector thus type of accommodation available. The industries are perhaps one of the oldest commercial endeavours in the world . The hotel industry is perhaps one of the oldest industries which traces back the 6th Century. The early day there was the Inns which was invented by husband and wife who provided halls for travellers to sleep which providing food and drink.

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After industrial revolution travel become much more popular and people started demanding better facilities, as they were willing to pay. People started travelling for purpose of service and leisure etc. So there was a need for much guidance and improved services. The hotels are an inn which is defined by British laws in place where a benefited fare less can received food and shelter and he is in a position to play or it is in a fit condition to be received. The hotel provide the customer with a home away from home atmosphere hotels are classified a basis of location, number of rooms, type of clientele, length of the guest stay, facilities that it offers.

A. Based on location: Down Town Hotel: - Mainly downtown hotels are situated in the heart of the city. These types of hotels are tamed as business or commercial hotel also. Suburban Hotels: - These hotels are situated away from the city. It can easily exceed from the city. Resorts Hotels: - These are usually found in hilly areas or near research. The report are usually little from city. Motels: - These are situated beside the highway, usually guests are motorist travellers. Transit: - These are hotels situated at the airport of the particular city. The guest usually stays for around 8 hours.
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Floatels: - Floatel are vessels which are converted into hotels which float in the water. It includes restaurant, Swimming pool, Discotheque, Bar, Indoor game and other entertainment.

B.

BASED ON LENGTH OF THE GUEST STAY:

Transit: - In this of hotels, the guest usually stays less. Residential: - In this type of hotels, the guest stays for a
month.

Semi Residential: - There is no certain periodic time


for a guest staying in the one of hotel.

C.

BASED ON OCCUPANCY
the amenities to the guest. * * * * * * * * * * 50% to 55% amenities. 55% to 60% 60% to 65% 65% to 70%

In these types of hotels, star categories are done by giving or offering

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70% and above

D. BASED ON NUMBER OF ROOMS:

-The hotels can be classified according to the no. of rooms.


They are Small Medium Large below 25 Rooms 25 to 100 Rooms 100 to 300 Rooms

Very large Above 300 Rooms

ACCORDING TO TYPE OF PLAN


The hotel can be classified according to the type of plan also: European Plan: Continental Plan: Breakfast. Bermuda Plan: AM B.fast Bed Charges + Morning Tea + Breakfast + Bed Charges + Morning Tea Bed Charges + Morning Tea + Continental

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American Plan:

Bed Charges + Morning Tea + Breakfast + Lunch + Evening tea + Dinner.

Modified American Plan:

Bed Charges + Morning Tea + Breakfast +

Lunch/Dinner + Evening tea.

ACCORDING TO THE TYPE OF CUSTOMER


The hotel can be classified by the type of customer. Family hotels, Group hotels, Commercial hotels.

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PROJECT DESIGN
SCOPE: This study is confirmed top the operational aspects and systems and procedures followed by the different dept of the THE PRIDE HOTEL on Judges Bungalow Road.

OBJECTIVES: To study the manpower requirement. To study the operational aspects on the hotel. To study the value and regulation followed by 3 star hotels. To know the working condition in the industry. To collect the information about the management. To study the problem during the operation. The study and learn the problem faced by each department and give the solution.

METHODOLOGY: -This project is based on the primary and


secondary data collected by me from the hotel during the 22th week training period from the staff member and through work experience.

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METHODOLOGY: -This

primary data required for

this project has seen collected by me during my training period from the staff members and through work experience.

SECONDARY DATA: -The secondary data was collected


from the brochures, packages, books, journals, and magazines and from advertisement by the hotel.

LIMITATIONS: Due to ignorance of staff regarding certain inquiries. Some of the staff members could not produce the information required due to fear. Lack of support provided by the staff member of the hotel . The complete detail data was not possible due to thrower period of training. Due to the management policies they did not disclosed certain data to everyone.

Staff taken trainees as a extra working hand to work in back

area are not interred in teaching them.

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PROFILE OF THE HOTEL


THE PRIDE HOTEL AT A GLANCE
HOTEL:-THE PRIDE HOTEL AHMEDABAD
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CATEGORY: ADDRESS: -

FIVE STAR DELUX Judges Bungalow Road Off. S.G Road Ahmedabad PIN - 380054

TELEPHONE: E-MAIL:-

079-30115566

banquets.ahmd@pridehotel.com

FACILITIES PROVIDED
Fancy fair Restaurant:
Multi Cuisine restaurant.

Open House: - 24 Hours coffee shop for light


shacks

Captains Cabin (BAR):- Facing Bang town,


serves Indian and foreign brands. (Casablanca Restaurants)
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Laundry service- 24hrs. Gift Shop. Car Rental. Doctor on call Video Game Parlour for Children. Beauty Parlour.
Health Club. Magic Card. Credit Card Facilities (VISA, Master, American Express) Rejuvenation Centre Bank in the premises. The imperial- Capacity 500 in the Theatre Style Royal- Capacity 150 in the theatre style. Presidential- Room Capacity 30-40 Seats
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24 Hours Room Service.

HISTORY
The The pride hotel was established in 1994 with the Rs. 5 Crores. It is established by MR S.P JAIN. That time it has only 78rooms. Now it has 164 Rooms. The new block which have suites and executive rooms, is made recently.

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Front Office House Keeping F & B service F & B Production

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The accommodation sector in a hotel is considered very important as it is concerned with the hotel rooms and the service of the guest to make their stay a pleasant and memorable one.

INTRODUCTION: -

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Front office is the nerve centre of a hotel and as such is an excellent place in which to gain a detailed understanding of how a modern lodging operates. A position in the front office in an ideal launching pad for future advancement in the hotel industry. Front office is responsible for the sale of the room through systematic method of reservation, assigning by registration to the costumers. This is also termed as house of all information. Front office is also responsible for greeting guest, managing rooms and handling complaints. Many members of the hotel staff wok behind the scenes and rarely if ever, have any personal contact with guests. In contrast the front office staffs perform its job before the public like actors on the stage. The front office in a hotel hold the prime importance in view of the basic nature of business of a hotel i.e. to sell room revenues collected for the sale of the room is very high. A room is termed a sold for the day when a guest leaves for the rooms for the stay in the hotel. It has complementary role of image which is the first and last point of contact for every guest. If one loss at each component of a front office role one could have a better

Perceptions of this department, smaller hotels are satisfied to call it simple hotel reception.

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There is a different section in the front office which is considered less than one to give their best result. Front office is responsible for management for a hotel. The front office is reception is placed in front of the main entrance where guests first communication with hotel takes place. The success of the hotel depends on the increased sale of the rooms and restaurant for which hotels requires well trained front officials. The personal should have a quick smile on their face and se polite with the guest. A smile brings has face and be polite with the guest. A smile brings us from mortar and brig to hospitality and friendship. Anybody ca sell rooms but front office sells hospitality. Room tariff i.e. rate charged per room is computerized of a revenue day which begins at noon at particular day and end at 1:00 has it means the hotel day is 12 noon to 12 noon of the next day. The next day in other words the rooms are tried for a revenue day which is between noon and noon. A room may be sold for a half a day as well for which special rates are applicable such rates are referred to a half day rates.

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FRONT OFFICE DEPARTMENT OF THE PRIDE HOTEL


The front office of this hotel is situated in the ground floor and at front of the hotel. The front office is divided into fire sections according to the nature of functions. The work is carried out here in three shifts. The front office manager is the head of the department and sup and coordinates all activities done by the Front Office Staff. The telephone department is located just behind the Front Office so as to maintain good co-ordination among both departments, as they are interrelated.

SHIFT TIMINGS Morning Shift: Afternoon Shift: Night Shift: 7:00 am 3:00 pm 3:00 pm 10:00pm 10:00 pm 7:00 am

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RECEPTION OF HOTEL Front Office Manager


Assistant F.O. Manager
Steno Night Auditor

F.O. Supervisor

Reservation

Reception

Information Bell Desk Cash & Bills Bell Captain

Lobby Mgr. Telephone Telex Sr. Sr. Sr. Reservationists Sr. Cashier

Receptionists Telephone Operator

Informationist

Junior GRE Reservationists

Jr.

Informationist

Bell Boys

Telephone Operator Receptionist

Bill Clerk

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DIFFERENT SECTION OF FRONT OFFICE


A.

RESERVATION: -

The reservation section the front office is very important section because here all the request of the reservation, cancellation or amendment is reserved and processed. Guest rooms are hotels most perishable goods. A room not sold today is lost for ever. A room not sold in money not earned for the hotel. So, F.O. is responsible to receive and process the entire reservation request because 60-80% of the rooms sales take place through reservation. This can be varying from hotel to hotel, which consist of following information:-


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Name of the prospective guest Arrival, date and time. Address of the guest Time of arrival and departure Booked by
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Reservation status Billing instruction


Once a reservation reaches a hotel it must be accurately processed.

A brief description of a hotel computerized reservation system follows:

THE RESERVATION PROCESS

START Formation of reservation enquiry Relating the inquiry to the rooms available Recording the details of reservation Confirming the reservation Maintain a record of all individual

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Reservation is a major revenue earning

department for a hotel.

B.

RECEPTION

It is second important sub-department of the front office in this section. Reception is responsible for receiving guest with warmth and smile. The way in which a receptionist present himself or his management to the prospective guest or outside world, and in which he claims of the people around, is an art based on experience and personal qualification. Remember that guest who frequent or repent their visit to a particular hotel, the receptionist tries its best to serve them by sincerely and honestly. The reception section is responsible for registration of the guest most hotels insists on the guest registration himself in the GRL for a legal support.

In case of crew check in, at the time of registering the guest, the crew check in sheet is also filled up. In case, of registering VIP guests, preregistering is done. The receptionist carriers out room

change procedure.
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Discrepancy report is also prepared by the receptionist, are also various files at and the registers reception

maintained

Arrivals

and

departures

register

is

maintained for the accurate record. Red book is maintained for all the block listed guest and undesirable element. Log book is maintained for the important instructions and messages. All the staffs have to go through the log book before commencing the staff. First the receptionist asks the guest for what type of room; how many days of stay and for how many persons. Then the receptionist gives the registration card to the guest and asks for filling up the card. After filling the room no. Is assigned to the guest.

C.

INFORMATION: -

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This section forms a vital part of the front office. This section is responsible for providing the guest, various information required by guest. The information includes the data regarding the hotel facilities about the locality about various recreational facilities proceeded in the city etc. The information dictions are responsible for maintaining alphabetical index racks. Handling of guests mail as well as insured letters, persons, messenger etc. Are taken by this section of the front office. Paging of the guest in the hotel is conducted by this section with the assistance of bell desk/key handling is the responsibility of the information section. The information section is work for guest as a guide. Some of the aids maintained at the information sections are as follows: Message Slips Where about slips City Guide Travel & Tour Guide Telephone directory Airline/Railway/Bus Time Tables Pamphlets and folders brought out by the tourism

department.

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In my project hotel, there is a senior informationist and one junior informationist for morning and one senior and one junior informationist for evening.

LOBBY:

Lobby is an area furnished with seating arrangement

and is a meeting place whether resident or not, local immediately upon entry into the hotel building. The front office is attached to the lobby. It is first and last contact area. It is very attractive and good to look. The lobby is situated in the heart of all co-ordination between guest and hotel service. The lobby desk is managed by lobby manager who represents. GRE also carries under lobby staff. In my projected hotel, a young, smart man parted as G.R.E. is located the lobby to handle in house public relation with guests. He is responsible for receiving VIPS and attending to any co-ordination aspects regarding them.

CASH & BILLS: - Responsible for maintaining of the guest


bills and the submissing of the guest folio to the guest during their check out. Also responsible for foreign exchange. Cashier role is to post all guest charges and credits on the master bills so as to present the same, duly totalled for payment at the time of guest departure. A front office cashier is positioned beside the front office reception, most preferable in a cage in view of cash stored with him. Front office cashier post all guest folios accurately in time so that he/she gets enough time for getting the bills before departure of the guest. In my
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projected hotel one senior cashier for morning and evening and one junior cashier and small clerk for evening & morning.

BELL DESK: - Baggage handling of a guest during their stay


and during their check out is taken care by the bell desk. Bell desk assist the information section for conducting paging. This section is responsible for the sale of stationary. Postage, Stamps etc. The distribution of news paper to the guest rooms and to the various department of a hotel is handled by bell desk. Members of their team would have to be well groomed. Socially confident, physically strong, clear in communications as they are in constant contact with the guest. The bell desk carries out all errands of the guest as well as the departments. In my projected hotel there are 3 bell captains and 6 bell boys are there for handling the bell desk section. It is just side of main entrance in lobby. Various registers maintained at THE PRIDE HOTEL they are:

Left luggage register C- form register Newspaper register Stationary register

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TELEPHONE AND TALEX: - This section of the front


office manages the telephone system of the hotel. This section is responsible for maintaining the individual mater bills of the guest. This section handles all incoming and outgoing local calls, trunk call etc. Both for guest and hotel arrangement. The co-ordination and interrelation is possible when the telephone is there. Telephone exchange is normally located near the reception because of the very close relationship that used by the hotels, one in PBX .

VARIOUS REGISTERS MAINTAINED HERE ARE:

Wake up call register Log Book Complaint Register Handling Over register Staff calls register

It is therefore, a paramount importance for all telephone operators to promptly voice, the tone of which indicates courtesy, patience and cheerfulness.

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TRAVEL DESK:

- in the lobby, the travel counter is

situated. It is near the entrance. The presence of the travel counter is very helpful for the guest as also for tourist purpose of travel counter is that to arrange the tour for the guest. If a guest desires to travel immediately, he can contact at travel counter in charge will confirm the ticket for travel. The other functions are to confirm the tickets of the travel guests if a guest r foreigner had not confirmed the ticket, he will confirm. The next functions are to tell the time table about Railways, Airways and Buses to the guest. The travel counter gets the extra charge about the facilities because it is his own headache. The guest will pay for it and can get these facilities.

NIGHT AUDITOR: - the night auditor compresses and audit all


revenue transactions and recognize the renew statement of all outlet with the front office.

FUNCTIONS OF FRONT OFFICE STAFF FRONT OFFECE MANAGER


To be the head of department the front office manager includes the lobby manager, the reception, the bell desk, etc. He also takes the full charge of the informations and reservations desk.

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To ensure smooth running of the department, the front office manager see that they are in proper up keep. He must also ensure that the duties of the staff are carried out efficiently. To ensure the smooth, efficient and proclaimed service is given to the guest by F/O Staff. The front office manager prepares duty renters, weekly off and sections the leaves of the staff. The front office manager checks the functioning of various record intimation arrival list etc. At the time of expected group arrivals or VIP animals to interact the staff. The front office managers deals with the front office correspondents on reservations inquires, room booking, confirmation of booking, discounts given to the companies etc; inter departmental co-operation. The front office manager deals with the grievances of the staff as well as the guests. The front office manager is responsible for making decisions times of unusual events. The front office manager is responsible for updating the methods and technologies used in the front office as head and when there is a progress.
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FRONT OFFIVE SUPERVISOR: Check the statistical data based on room revenue and occupancy. Prepare the budget. Prepare monthly statistical with regard to complimentary room. Submits a monthly report to the Ministry of tourism. Ensure all the staff reports on time with proper grooming. Brief the staff to ensure maximum efficiency. Offering a personalized service to the VIPs and to regular customer. Check that proper room position is calculated and is sent to the reservation section. Check and sign the log boo and take follow up action. Check reservation for the day and arrivals for the day. Ensure no room keys are missing. Train the staff on existing or new policy and progressive paid down by th management. Check whether the requests of a guest are deal properly.

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Courtesy and promptly handle all reservations on phone, by mail and telex etc. Update the reservations record in order to have updated and inventory of room availability. To type out advance reservations slips and mending reservations rack and correspondence files. Carry out amendment and cancellation accurately. Keep availability Status Chart updated. Check reservation inquiry. Safe guard against people who make a reservation but do not arrive. Support to the F.O. management efforts to attain a full house.

FUNCTIONS OF RECEPTIONIST
Be informed on daily status of rooms. Have detailed information regarding arrival, their room

requirement and expected departure of the day. Check for VIPs reservations and issued VIPs amenities. Prepare all the records connected with pre-registration of VIPs old or aged people etc.
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Handle group registration as per laid down procedure. To maintain satisfactory par stock of all stationary. To open out the guest folio without any delay or transfer it to the front office cashier. Maintain room rates absolutely current and update. Give all departure details to house keeping promptly. Prepare discrepancy report and ensure the proper distribution of guest rooms.

FUNCTION OF LOBBY STAFF: Maintain guest rack serial wise. Receive message for guest on telephone or personally. Handle guest mail/cells/telegrams. Handle guest package/registered/insured mail. Handle paging. Providing information to the guest. Through proper knowledge of facilities offered in the hotel. In my projected hotel there is a senior informationist and one junior informationist for morning and one senior and one junior informationist for evening staff.
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FUNCTIONS OF LOBBY STAFF: To prepare lobby attendance control sheet. To attend guest complaints. Handle guest languages on arrival and departure. To handle the postage, stamps, stationary and newspaper to the guest. To provide the medicine and doctor on emergency to the guest. Distribute the newspaper to the guest. Care about scanty baggage and left baggage. To prepare and check the room; discrepancy report.

FUNCTIONS OF BELL DESK: Handling the luggage at arrival a departure time. Running errands (small jobs). Sale of postage stamps, stationary etc. Distribution of morning news paper to the guest room. In my project hotel there is a bell captain and three bell boys are there for handling the bell desk section. It is just near to the reception in that hotel.
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FUNCTIONS OF CASHIER: He is to receive payment from the guest in settlement of their bills and issue receipts. Posting the roughness into the individual skills. Looking after the deposited lockers. Operate the accounting machine and be responsible for all posting. Give changes to the customers, in cash foreign exchange except non- cash payment. Mending the records and reports specified by the management. Note telephone meter reading in guest folio. Render account through case envelop of the end of the shifts.

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INTRODUCTION
In a residential establishment like hotel, hostel etc, the basic requirement of the quests is accommodation. Accommodation means the facility needed for sleeping and living. Introduction to house keeping department is nothing but to introduce a major department of a hotel, which deals really in running whole hospitality industry. It is highly labour intensive department. It creates an environment which gives the sense Home Away From Home for the guest who comes. This department runs with highest degree of efficiency. Its true that it is non revenue producing department but having an important place in sale of each department of hotel. It is an extension of basic house keeping multiplied into commercial proportion. Therefore just as we enjoy keeping a sparkling department takes pride in keeping the hotel clean and comfortable. House keeping means To Keep the House if we elaborate it, it means to keep the whole establishment physically well clean and tried to maintain the aesthetic purity of the department. It is not supervising that this traditional to extent to hotel as well as where the house keeping is in most cases. The concept of house
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keeping is simplicity but one consider maintaining house a several under room and numerous public area. The task becomes gigantic. It takes a well organized approach and technical understanding to enable house keeping coping with the volume of work. It is a highly labour intensive department. It creates an environment which gives the sense House Away From Home for the guest who comes.

IMPORTANCE OF HOUSE KEEPPING:House keeping means keeping clean not only on self but ones surroundings. Housekeeping is one of the worlds ancient and honoured occupations. Its has been exercised by every nation is every latitude. Since the time immemorial, yet cleanliness is still a catchword and slogan of today as one can be pleased in dirty surroundings, particularly in a hotel where people pay for a shorter time. Therefore cleanliness is must in a hotel. Although cleanliness entails a constant reputation day today and seems dull and boring. To some extent this is true obvious 11 of course do you wash yourself everyday. Do you find this process boring or refreshing. Dirty body, dirty surroundings, and lazy mind all go together. They are scored by all right thinking people. As both refreshes body, similarly cleanliness radiates cheer and provide a safe less to sit and work, no room is going to be sold unless its not perfectly clean. House keeping creates an important part in selling of
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room checks the cleanness of both inner and outer surface and set the standard of cleanliness.

HOUSE KEEPING DEPARTMENT OF THE PRIDE HOTEL


Existing H.K. Dept of The pride hotel The main house keeping dept. Is on the first floor of the hotel. It is further divided into four parts. There are four supervisors, one of each part. All those four supervisors are headed by the supervisors of the house keeping department. The The pride hotel hotel has a very efficient staff the house keeping department maintains a good coordination with other departments of the hotel.

SUB DEPARTMENTS OF HOUSE KEEPING DEPARTMENT


DESK CONTROL ROOM: - this is the main communication
centre of the house keeping department. It is from here that all information is sent out and received concerning the department. It is the nerve centre co-ordination with F.O, Banquet etc.

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The desk control room should have a desk and a chair with preferably, more than one telephone. It should have a large notice board to pin up staff schedule, day today instruction or any relevant information etc. The desk control room is a point where all staff report for their duty and check out the duty end. It would normally adjoin the executive house keepers office.

LINEN ROOM: - this is the room where current linen is stored for
issue and receipt. The room should be large airy free from heat and humidity. It should have adequate shelves easily accessible. To stock all linen, It should be secure and after no possibilities of pilferage. The linen room should have a counter across which is an exchange of linen take place. The room should be preferably adjoining by the laundry so that the supply of linen to and from laundry is quick and smooth. Only authorized personnel working in the linen room should be permitted to enter it.

UNIFORM ROOM: -

this room stocks the uniform in current

use. It is possible that smaller hotels may choose combined the uniform room. A separate uniform readily depends upon the volume of uniform in circulations. The only difference between that the uniform room would gave adequate hanging facilities. As many uniforms are best maintained when hang.

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LINEN UNIFORM STORE: -

This room stores the

stock of new linen cloth material for uniforms etc. The stock maintained should be enough to replenish the hotel once over. However, there stocks are only touched when. The current linen in circulated falls short due to damages or lost. The room should be cool and dry. It should be provided with shelves and racks to the store all linen and uniforms. Larger hotels have enough space for an independent uniform store in addition to a linen store.

LAUNDRY: - here it is important to know that holiday home is not


running its own private laundry means it is not having its own laundry. This work is contracted out.

TAILORS ROOM: -This room is kept for the house tailors who
attend to the stitching and mending work of linen and uniforms. If the house policy is to contact out all tailoring a mending. Works the tailor room could be avoided. The tailor works is also contracted out.

LOST AND FOUND SECTIONS: -

This should be a

smaller space away from through far. Secure, cool and dry with a cupboard to store all guests articles that are lost and may be claimed later.

FLOOR PANTRIES: - Each guest floor most has floor pantry to


keep a supply of linen, guest supplies and cleaning supply for the cloths. It is the nerve centre for the floor.
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The floor pantry should have one complete set of linen for that a floor over and above what is in circulation in the room. The pantry should be away from guest view and situated at the service landing near the service elevators. It should have shelves and compose to stock all linen and supplies.

HEAVY EQUIPMENT STORES: - This will be a room to


store bulky such as vacuums cleaner, shampoo, machines, ladder for chandeliers or window cleaning etc. The room should be clean and dry. It should also be securely loved to avoid stealing or pilferage by other department .

CO-ORDINATION WITH OTHER DEPARTMENT FRONT OFFICE: Daily occupancy report is send by front office to house keeping desk and course the house keeping room standard report is also send by the house keeping department to the front office, so that standard of room could be arranged from vacant dirty to vacant clean.

A maintenance structure of room is also maintained in house keeping reports which change the standard of room from under maintenance to vacant clean.
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If there is any discrepancy between both departments e.g. if housekeeping report is showing a particular room occupied and front office showing that room checkout. It can be cleared in between the relationship of both the department.

In case of VIP arrival, it is informed by front office department to house keeping in advance so that any special arrangement like flower arrangement could be done.

FOOD AND BEVERAGES: Food and beverages outlets come in public area. The cleaning of these public areas is the responsibility of house keeping department. If any function is going to be held that be is to be informed in advance by F & B department so that any special arrangement or through cleaning could be done. The supply of all cleaned linen on behalf of dirties like trills; table cloth, wiping cloths and napkin are exchanged by laundry a house keeping department.

PERSONNEL

DEPARTMENT:

-House

keeping

co-

ordination with personnel department for the recruitment of the staff, training, salary, administration, identity card etc. For the staff.

PURCHASE DEPARTMENT: -House


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keeping co-ordinates

with engineering department for the maintenance of furniture, fixture


133

and plumbing system etc. Daily maintenance report of rooms is sent to the maintenance department at the end of every shift so that any maintenance if required could be completed. The house keeping department with its compliments of chamber mates, laundry mates, linen keeper, floor porter and part time cleaner, under the supervision of house keeper and her assistants.

HIERARCHY
Executive House Keeper Assistant House keeper Floor supervisor & linen supervisor Public supervisor Uniform

Floor room supervisorDesk

control supervisor Night supervisor Attendants Attendants Houseman Houseman Maids Houseman Public Area Boy Attendants

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DUTIES AND RESPONSIBILITIES OF EXECUTIVE HOUSE KEEPER


Directly reports to the area manager. Responsible for keys of the department. Completion of duty worker, ways sheet etc. Checking for cleanliness of officer. Engagement, dismissal and welfare of staff. Dealing with lost property. Keeping inventories and record of the equipments. Control and supervisions of the work of laundry and room. Checking for room occupancy list, checking of all maintenance.

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Making a budget for the stock of line, guest supplies etc. Whenever required. Co-ordinates with other departments. Attends all the departments heads meeting. Daily brief the supervisor and other staff.

DUTIES AND RESPONSIBLITIES OF ASSISTANT HOUSEKEEPER


Directly report to the executive house keeper. Take care of the cleaning schedules. Checks incoming supply of items. Store in the linen and uniform room and keeping stores. My projected hotel The pride hotel has one assistant house keeper for each shift. He manages the resources given by the executive house keeper to achieve the common objective of cleanliness maintenance and attractiveness is a given shift. His accountability ends on the completion of his shift.

FUNCTIONS OF HOUSE KEEPIN DEPARTMENT


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IN

THE PRIDE HOTEL


Cleaning of rooms. Cleaning of public areas. Removing the soiled linen and stationary to all other departments. Issuing uniforms, linen and stationary to all other department. Checks for lost and found in departure room. Co-ordinating with other department especially front office regarding the clearance of departure room. Preparing the room report. Maintaining the garden and pots in the hotel. Dealing with guest complaints and requests. Checking for cleanliness of all officers,

luggage, guest and staff rooms. Co-ordinating with engineer for any faults in public area and rooms.
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Keeping

inventories

and

record

of

equipments an decoration and other relevant details of the department.

WEEKLY CLEANING PROCEDURE: Polishing Glassware Scrubbing of bathroom tiles Pest control Laundry at all curtains Scrubbing sheer curtains Cycling potted plants with nursery Sanitary control Carpet shampoo TYPES OF REGISTER AND FILESMAINTAINED BY THE HOUSE EEPING DEPARTMENT: -

MESSAGE REGISTER: - All the messages are taken and a record


is kept in the messages registers.
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ROOM CHECK LIST: -A list is made of what all things


should be checked while cleaning a room alone with room numbers. The person who clean the room will fill in the list of submits it to the supervisor.

ROOM LINEN CONTROL FORM: -This form is made in


triplicate form requisition of linen, one copy sent to linen room, one to laundry and there is a copy book.

ROOM REPORT: - A report is made by house keeping at least 3


times a day to give the status of the room with the number of guests and same to the reception.

GUEST SUPPLY CONTROL REGISTER: -This register is


maintained to keep control of guest suppliers kept in rooms. It helps in further budgeting.

STORE REQUISITION FORM: - For any item which is


required from the store, a store requisition form is to be filled up and should be given, to the authorized by executive house keepers.

MAINTENANCE ORDER: -A maintenance order is prepared to


control and sent to engineers to rectify any fault in the great rooms or public areas.

F & B LINEN EXCHANGE: - This form is used for exchanging


soiled linen for fresh linen by the room and beverage outlets.
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OTHER FORMS AND REGISTERS: Master Keys register Linen room log book Uniform stock registers Guest suppliers log book Uniform laundry summary Log book Memo book Stationary supply registers

PAR STOCK: -Par stock is the maximum linen and uniforms


required to need the daily requirements so as to ensure smooth operations.

IMPORTANCE: To make correct and efficient investment of capital To ensure proper supply at all times
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To help in effective budgeting To help in effective inventory taking To bring about manageable control To prevent over stocking and thereby avoid chances of spoilage during storage.

FIRST AID: -It is important for all house keeping personnel to know
about first aid, as they could be the first ones in the spot to give immediate attention to guest and also employees.

LAUNDRY SERVICES: - The relationship between H/K is very


significant for the smooth functioning at house keeping service. The importance of laundry is inevitable as it process soiled linen and uniforms and supplies house keeping with clean stocks on daily basis to maintain high standards of H/K personnel laundry to fully understand its importance and contribution.

WORK ON FLOOR

Cleaning of a departure room.


Cleaning of bathroom. Windows cleaning.
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Cleaning of carpet and making bed etc. Cleaning of whole corridor like however all the corridor and clean it with a carpet brush. Cob webbing in whole corridor with cobweb stick.

QUALITIES OF H/K STAFF: Personal grooming Personal hygiene Honesty

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INTRODUCTIN
Food and beverages service department is that where we must consider how to organize the service of cooking food. Which is one part of the game? Many times it is not the food but the great show in the service which attracts and wins the guest to your side. Hence, prompt and courteous services should be the motto of the F & B service staff. Food and beverages services are also known as hospitality catering service. This is the second revenue earning department in the hotel. The hotel and catering or hotel and food service industry is now becoming widely known as the hospitality industry. The industry is usually defined by its output of products, which satisfy demand for food drinks and accommodation, but it excludes food and drink manufacturing and retailing. Central to the industry is the need for operational personnel who are generally divided into food division staff. The opportunities for advancement in food and beverage service are many position exist such as restaurant manager, banquet manager, station head establishment in which one finally decides to work is available in hotels and restaurants, catering, resident catering, transport catering and outdoor catering, banquet manager, station head establishment in which one finally decides to work is available in hotels and restaurants, catering, resident catering, transport catering and outdoor catering.

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Once again it all depends on the individuals and on the type of catering in which one is more interested. Also there are more chances to see the world and travel around the countries of ones choice by land. Sea or air, in such capacities as area or group manager, air steward, first steward, travelling on liners, public transport and soon. In this way a wealth of experience may be gathered by seeing the methods of food and beverage service in other countries. Management has many responsibilities. This includes the economics of menu casting portion control, wastage of food, customer staff relation, labour shortages and staff training. If good relation exists between management and staff, then problems should be pleasing to the customer. The food services staffs play an important part in the achievements of such good relations. Since they are in contact with the customer and with management, their conduct influence the running of the establishment and the atmosphere created for the customer. A part from sales of rooms, the hotel also sells other service like swimming pool, health club, banquet halls, food and restaurants and other services, outlets and the liquor in the bar. TYPES OF FOOD AND BEVERAGES OPERATIONS: The industry provides million of meals per day in a variety of types of operations. Theses can be sent in the standard classification (SIS). The SIS attempts to describe the industry and it is widely used to classify officials statistics. However these are number of hospitality activities are described by SIS. Some of them are as follows: Catering service auxiliary to higher education
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Catering service auxiliary to schools Soup kitchens Social and residents homes Catering service auxiliary to educational and vocational training not elsewhere specified. SECTOR OF THE FOOD AND BEVERAGES SERVICE INDUSTRY: The standard industrial classification indicates that there are many types of food and beverage operations it also indicates that some operations are primarily concerned with discussion of food and drink for e.g.: restaurants and take always where as other operations it the provisions of food and drink is part of another business e.g.: welfare and industrial catering.

SECTORS: Hotels and other tourists accommodations:Purpose: - Provision of food and drink together with accommodation Restaurants: -Including conventional, specialist, carriers, themed and ethnic Popular catering: - Including cafes, pizza huts, wimpy, grills coffee shops, little chefs and steak houses.
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Fast food: -E.g. MC Donalds, Burger King Purpose: -Provision of food and drink in highly specialized environment characterized by high investment, high labour casts and vast customer through put. Take away: - Indulging, ethnic, spuds, KFC, shakes, chips, sandwich bars, kiosks. Purpose:-Provisions of food and drink quickly. Retails stores:-Provisions of food and drink for people on large scale, adjust to provision of retailing. Banqueting/ conference/ exhibitions: Purpose:-Provision of food and drink for people on large scale, usually precooked. Leisure attraction: -E.g. Theme parks , galleries, theatres, airline terminals Purpose: -Provision of food and drink for people engaged in another leisure pursuit. Motor way service stations: -Provisions of food together with petrol services for motor way travellers often in isolated locations. Welfare: -Including hospitals, schools, colleges, universities, forces, priors and other welfare

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Industrial catering: -Either in house operations or provided by catering contractor. Provision of food and drink for people at work. Licensed trade: - Including public houses, urine bars, licensed clubs and members club Purpose: -Provision of food and drink in environmental dominated by licensing requirements.

Transport: -Including railways airline, marine. Outdoor catering:-Provision of food and drink away from home.

HIERARCHY
F & B Manager
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Assistant F & B Manager Room service Bar Manager Manager Asst. Manager Senior Captain Banquets Coffee shop Manager Manager Asst. Banquet Asst. Manager Manager Senior captain Captain Senior Sales exe Captain Captain Barman Senior Steward Steward Steward Sommelier Senior Captain Captain Captain Steward Senior Steward Banquet Captain Senior Captain Manager Restaurant

Senior Steward senior Steward Steward Or Res. Hostess Trainees

Trainees Trainees
133

Steward Trainees
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Casual

FOOD AND BEVERAGAGES PERSONNEL


Food & Beverages Manager: -The food & beverage
manager is either responsible for implementation of agreed policy or for contributing to the setting of catering policies, the food & beverage manager is responsible for: COMPILED BY: AMIT KUMAR

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He ensures that required profit margins are achieved for each food and beverages service areas in each financial period. Updating and compiling new wire lists according to availability of stock, current trends and customer needs. Compiling in liaison with the kitchen, menus for various food services areas and for special occasions. The purchasing of all materials food and drink Ensures that quality in relation to selling price. Employing and dismissing staff. Department training and promotions plus the maintenance of the highest professional standards. Holding regular meeting with section needs to ensure all areas are working efficiently and well co-ordinate Responsible to deputy general manager or general manager of hotel for the well moving of his food and beverages department.

RESTAURANT

MANAGER:

-This

person

has

overall

responsibility for the organizations and administration of particular food and beverage service area. It is the restaurant manager who sets the standard of service and is responsible for any staff training that may have to be carried out on or off the job. He/She make out duty roaster, holiday lists and hours on and off so that all the service area run
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efficiently and smoothly. He is responsible to food and beverages manager for his work. RECEPTION HEAD WAITER: -This staff member is responsible for accepting booking and for keeping the dairy up to date. He/She will reserve and allocate these reservations to particular stations, the reception head waiters greets on arrival and takes them to the table and make them to sit. He is responsible to restaurant manager for his work. HEAD WAITER: -This person has overall charges of the staff and is responsible for seeing that all the duties necessary for the preparation for the services are effectively carried our and nothing is forgotten. He is responsible to reception headwaiter during services and will possible take some orders if station waiter is busy. STATION WAITER: -The station head waiter has overall

responsibility for a team serving a set number of tables, which could be anything from 4 to 8 pm from one side board the set of tables under the station head waiter control is called station. He is responsible to head waiter and reception head waiter for his work. WAITER/SERVER:-He may do a little service of either vegetable or sauces and also offers rolls, places plates upon the tables and so on and helps to clean the table after each course. He is responsible to station waiter for his work. TRAINEE/APPRENTICE: -The trainee is he learner having just joined the food service staff and possibly wishing to take up services as
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a career. This person will keep side board well filled with equipment and may help to fetch up and carry items as required. FLOOR SERVICES STAFF: -Floor service staff is responsible for the services of all meals and beverages throughout the day on each floor to the guests. If a full floor services were in operation the staff would consist of a head floor waiter with the appropriate number of floors waiters. The staff would normally work from a floor pantry or from central kitchen. LOUNGE STAFF: - Lounge staff may deal with lounge service as specific duty only in a first class establishment as centaur. In this establishment lounge staffs are responsible for the service of morning coffee, afternoon teas, aperitifs and liquors before and after both lunch and dinner and any coffee/tea required after meals. WINE WAITER: -The waiter is responsible for the service of all alcoholic drink during the service of meals he must be a sales person. He should have a through knowledge of all drinks to be served of all best wine is going with a certain tired and of the licensing laws in respect of all the particular establishment and area. CASHIER: - The food and beverage cashier is responsible for the taking of the food and beverage operation. This may include making up bills from food and drink checks or alternating in a cafeteria for e.g. charging customer for their selection of items and a tray.

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BANQUETING STAFF: -In establishment with function catering facilities these would normally be certain number of permanent staff. These would include one or two banqueting managers one or two assistant banqueting managers one or two head waiters with several waiters. All other banqueting staff required is normally engaged on a casual basis. DIFFERENT OUTLETS OF F & B SERVICES: -

Restaurants: -This multi cuisine restaurant offers the delicacies


of across the border as well as the spicy Indian authentic food. It is also covers set up facing AHMEDABAD view. The day brings up the whole restaurant fresh and fills it up with enthusiastic crowd. And as the desk amount the world it transforms into a copy romantic scene which undoubtedly is an ideal place for romantic candle light dinner. The ambience created is a perfect place for families to talk over the tables. To assist the guest to relish the cuisines, we have a brigade of professionally trained staff equipped with serving their versatile guest and their need. The clientele is business and leisure the menu is build up as a- la- carte and the outlet is divided into two stations. In the restaurant, side board with equipped with proper cutlery, salamander, plate heater, wiped glasses rack, menu card, tables and chairs and all the serving equipments are present 20 member staff works in that restaurant, like this Restaurant manager -1
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Senior captain Captain

-2 -3

Restaurant hostess -2 Senior steward Stewards -4 -8

Caf Treat: - Caf Treat is a high type of restaurant. The food is


served in the evening. Beverages are also served. It is 120 covers set up restaurant. In the bar-be-que a stall tandoor counter is there. The guest can take the tandoori snacks with the beverages. One captain with two captains with 1 hostess and 6 stewards and 2 senior stewards serves the food to the guests in the open restaurant.

Casablanca: -

Its a 80 cover set up facing Ahmedabad view

with astonishing music which keeps you live all the time. It only serves light snacks and some ala-carte menu from Indian, Chinese, and continental kitchen. The bar man of the bar posses of good knowledge of beverages and are well versed in presenting exotic and shooters to the guest. In that bar so many cock tails from different countries are served. There are more than150 cocktails are served.

Room Service: - One more section of food and beverages


department is the room service. This provides food to the guest in his room. The room is priced slightly more than that of the restaurant since the food is being served in the room.
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Even though this is not a revenue earning department, it serves for the customers happiness. The room service is centralized. The room service cabin as situated very near to the kitchen which helps in taking the food as quickly as possible... then selling and K.O.T system followed. There are 2 rooms service captain, 2 order taker, 8 stewards and 2 cashier are responsible for serving the food in the rooms.

Banquet: - This is the most revenue caring outlet of food and


beverage department. About 40% of the revenue comes from banquet in this department. There are banquet halls in this hotel named Regency hall, dragons hall, VIPs lounge, and two board rooms. The banquet halls are used for various purposes like conference, seminars, reception; interview etc. The capacities of the whole banquet hall are in the range of 100 to 2000. The staffs here are very hard working to meet the challenges of the service.

Imperial: -

Add the spunk to your business or significant

occasions with the state-of-the-art facilities at Imperial, a flawlessly designed venue that can play host to nearly 500-1000 guests. This hall is divided into two breakaway halls IMPERIAL 1 and IMPERIAL 2. The former can contain 225-250 guests whilst the latter can accommodate around 150-175 guests.

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The Royal:

- As the name suggests, the setting is

magnificent regal one occupying 90-150 guests. Be a part of the royal realm as you celebrate happy moments or make crucial business designs.

Presidential: -

Exclusivity is the substance of this venue.

Intended for events held by exclusive guests, with a capacity for 30-40 people, the Presidential is all about experiencing exceptionality.

Chancery: - Listen a 100 times, ponder a thousands times. Speak


once. Elaborately designed for nearly 100 refined guests.

Majestic: - This venue exemplifies a rare splendour and grandeur


occupying about 50-75 guests.

Senate: -

Located on the second floor neighbouring the Royal

hall. Designed to hold private parties and gathering, it can comfortably embrace 30-35 guests.

Boardroom: -

No other area could be more suitable for a

classified meeting of board directors or any other imperative corporate meeting. The boardroom space allows a gathering of 15-20 executives.

WORK FLOW ACTIVITIES IN THE RESTAURANT: Before restaurant opens: COMPILED BY: AMIT KUMAR

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Staff reports on duty. Captain briefs the staff on duty


Mis-en-scene and Mis -en- place is done The staffs are ready for the guest after sufficient knowledge about the menu of the day.

After Restaurant Opens: -Staff greets the guest and load


to the tables, services is started.

WORK FLOW ACTIVITIES IN THE BANQUETS: Receiving the order on telephone through fax, mail or personally. Function prospectus is filled up. Function sheet for next day is prepared. Copies it function sheet all circulated among various department, concerned. Mis-en-place for the service is set-up. Food is prepared accordingly. Buffet is served as per the procedures earlier agreed upon.

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Received the order on the telephone. Take down all the details of food and room number. Prepare K.O.T. and send it to the kitchen.

Take a continental tray and set it up and take the food.

Taking the bills and get it signed it by the guest.

The check or bill is verified for signature and entries are stored in the register.

Billing Procedure Followed: -Kitchen order ticket (K.O.T.)


is raised for guests and non chargeable K.O.Ts (NC KOT) are raised for departmental heads.
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K.O.T has four copies: Yellow to the kitchen. Red to the cashier. Pink is to the guest.

White is retained in the K.O.T book for auditing purpose. The red copies are sending to the cashier and for accounts department. From red copies all the details are posted to the master bill of the guest and payment is received afterwards.

FILES & REGISTERS MAINTAINED:

Kitchen order ticket (K.O.T): -K.O.T is made in quadric plicate, one copy to the guest, second to the cashier, third to the kitchen and fourth remains in the book for auditing purpose.

Long book: -Any informations to be passed to another person in the next shift is entered in this book.

Linen Exchange Form: -For the exchange of soiled linen, this form is filled up and sent to the house keeping department.

Material Requisition Form: -This is used for requisition for various material, stationary, menu cards, etc.

Interdepartmental Transfer Slip: -As a prove of transfer of items from one area to another area, this slip is filled up.
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DAILY WORK ROUTINE


Cleaning of the restaurant area and back areas. Mis-en-place & Mis-en-scene is done. Settings side station. Bracing the jug etc (if required). Checking if any cutlery needs silver plating. Laying the covers. Attending the guest complaints. Taking the order of food and beverages. Services to the guest. Cleaning of soiled plates, cutlery ad crockery.

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INTRODUCTION
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Every hotel has revenue producing areas namely room and restaurant. The former offers accommodations and later food and beverages for sales. The beverages basically comes from the bar and food is prepared in kitchen is known as food production. The purpose of this department is to produce right quantity of food at the same time maintaining the high standard of quality of the hotel. To operate a trade kitchen efficiency. It is necessary for the whole system to operate in the plan a co-ordinate manner not only with in the kitchen staff but also with the service department. Food and beverage department contributes a major shape to the management is total revenue. The major functions of this department are beginning the preparation of food and beverages of various service outlets and for the guest in the room. The various section of the kitchen is Indian, Continental, Chinese, and Bakery etc.

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HIERARCHY OF F & B PRODUCTION STAFF: Executive Chef Assistant Executive Chef Relief Chef Staff Chef Guard Chef Pastry Chef Vegetable Chef Demi Commi-1 Trainees Commi-2

Chef de parties Roast Chef Restaurant Chef Sauce Chef Oriental Chef

The production department of The pride hotel covers the large area with lots of space between each kitchen. These are different department of kitchen: Indian kitchen Chinese kitchen
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Italian kitchen Oriental kitchen Staff kitchen Thai kitchen Bakery Main kitchen In my project hotel, this is the hierarchy of F & B production department. Executive Chef Souse Chef
Indian Kitchen Chef De Parties Chef De Parties Commis Commis Trainees Trainees Trainees Trainees Trainees Commis Commis Commis Chef De Parties Cnef De Parties Bakery Chef Continental Chinese Bakery

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1) Pantry: - It is attached to the main kitchen in the hotel. This section is responsible for various snacks, juice, ice-cream, coffee, tea, sandwiches, salads and other non-alcoholic beverages. Equipments Used:-Blender, mixer, toaster, salamander, tutor hot cases, refrigerator, deep freezer, knives and peeler. 2) Continental: -Food from European countries is prepared in this section. It is situated in the main kitchen. The section is responsible for the continental food like pizza, burger, hotdog etc. This section prepares the continental food order for restaurant and room service. Equipments Used: -Mixer, Refrigerator, Non- stick pans, fresh fries cutter, wooden spatulas, ladder, knives and peelers, slier. 3) Chinese: -The Chinese kitchen prepares all types of Chinese food. This kitchen was situated on the back side of the Indian and continental section, Chinese food includes noodles, Manchurians, fried rice, Chinese soups etc. This also the busiest section. 4) Indian: - The Indian kitchen prepares north Indian, south Indian and door dishes. All Indian foods and prepared in this section. The Indian kitchen has 3 chefs de parties and commis, tandoori dishes

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comes from the tandoor section then it is mixed with Indian gravy and prepared dishes. Equipments Used: -Deep fat fryer, Buffalo Chopper, Spicer, Boiling pans, deep and shallow frying pans, ladder, wet grinder, mixer, refrigerator etc. 5) Tandoor: - This section is responsible to prepare tandoori dishes like chicken kabab, chicken tikka and Indian breads like Nan, roti and paratha. 6) Bakery: -It is situated in the main kitchen but at the corner. Confectionary is also attached with bakery. This department is responsible for preparing cakes, pastries, chocolates; breads etc and special cases order and decoration are also done by this section. Equipments Used: -Oven, mould, piping bags, blender, whiskies, mixer, wooden graduals, baking sheet etc. 7) Butchery: -This section is separately from the main kitchen. In this various cuts of key, lamb, chicken, pork and fish was done to supply for ala carte of the restaurant and banquets. 8) Cold & Fruit Section: -In this all the cold dishes are stores in the refrigerator, Fruit section also combined with this, fruit chat, fruit salad etc, are made in this section.

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Flow of Activity: Whenever the guest orders for any dish the KO.T is prepared. It is prepared in triplicate. 1st copy for kitchen 2nd copy for steward 3rd copy remains in book for accounting. When steward comes in the kitchen along with the guest order he is used to show or handed over the K.O.T. to the chef by announcing order loudly.

After getting the K.O.T. the guest order is made in the kitchen and place it over the pickup counter where the food (fully prepares with garnish) is placed under the heat so that if the steward takes more time. So collect it, the food remains hot.

The copy of K.O.T. is maintained sagely. By the help of this the food is prepared by the chef. Full hygienic practices should be followed while cooking.

FORMS AND FORMATS ARE USED: -

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1. Store Requisition Book: -This book is maintained to obtain raw material from the store. It has details like items, etc. This is made in duplicate: 1st copy to store. 2nd copy is retained.

2. Daily Perishable Order Sheet: -In this all the records or purchase of perishable commodities are taken. 3. K.O.T: -The steward gives the order placed by the guest in the kitchen order ticket. This is mad in triplicate one copy goes to kitchen, 2nd copy to service department and 3rd to account department. Main Kitchen: -In my projected hotel THE PRIDE HOTEL it is the place where the bulk food items are produced and distributed to various gravies are: White gravy Yoghurt based for kofta. Makhani gravy tomato based used for chicken dishes. Kadai gravy used for vegetable dishes. Each section in the main kitchen was responsible for the production of items related to that kitchen. this main kitchen of THE PRIDE HOTEL is located on the ground floor of the hotel. Thus the kitchens directly connected with room services and banquets. Dish washing area is also near the kitchen itself.

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Function of Executive Chef: He carries full responsibility about the kitchen Supervise the work in the kitchen Compile the menu and work over it Co-ordinate with purchase manager for purchase of raw materials Make a physical check on delivery of raw material Responsibility for staffing in kitchen and compile a duty roaster Ensure proper hygienic method to be followed while cooking

Sous Chef:

He assists the executive chef.

Directly report to the executive chef. Responsibility for daily functioning of the whole kitchen. Responsibility for organizing the menu for the banquet.

He gets all the rights of ex-chef and takes a decision in absence of ex-chef.

Ensure that food is prepared at time for banquet when the order comes from any guest.
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Chef De Parties: -For different sections a separate


chef is there. Pantry chef is responsible for the smooth working in party and preparation of all items properly. In the same way Indian chef for Indian kitchen and soon and supervise the work of commis and trainees.

Commis: They assist the chef be parties. Do all the Mis-en-place. They are the people who do actual work in the kitchen.

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Purchasing & Receiving Engineering & Maintenance Sales & Marketing Accounting & Financing Security
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Personnel Kitchen Stewarding

PURCHASING & RECEIVING


The main function of this department is to purchase good quality of perishable and non perishable commodities. The purchase manager has to personally venture into the market to final these respective supplies. He is the sale authority to sign contracts (both long term as well as short term contracts). In THE PRIDE HOTEL the purchase of perishable as well as nonperishable commodity sure done on contract bases. All the perishable items are supplied by the suppliers regularly in the morning by their own vehicles. The purchase manager n authorized for signing the contracts. All the purchase supervision is assigned the duty to receive the commodities sent by the suppliers. The purchase department of THE PRIDE HOTEL is situated at the back side of the hotel. The purchase department of the hotel works from 8 am in the morning to 5 pm in the evening

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Purchase Manager Purchase Supervisor Store keeper

Functions: 1) Food is received and checked. 2) To invite tenders and evaluate them. 3) To make list of items to be purchased. 4) To send a purchase order to suppliers.
5)

Payment of labour and transport.

Purchase order: -Purchase order is placed by the buyer to the dealer or seller i.e. by the hotel to the dealer. Purchase Specification: -The detail such as Quantity, size, weight etc. To be mentioned the items put for order. Unit Purchased: -Stock item given to the guest are purchased generally complimentary items such as shaving kit, soaps, slippers, shampoos, moisturing cream etc. Daily Purchased: -This item is purchased daily. This includes fish.

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Periodical Purchase: -Purchase made once in two months, six months or more. The item purchases include the cane food, tin food. This is how to the purchasing department does their function. Receiving and Maintenance: -The main responsibility of the department is the handling of goods at the time of delivery and checking whether the quantity received is in equilibrium with the quantity order. The prices stated on the delivery note are accordance with the price purchase order form.

Functions: 1) To make accurate record of items in the goods received book. 2) To check for the damage of food. 3) To check the perishable of food. 4) To check the perishable items. 5) To check the quality and quantity of the item at the delivery time. Daily Receiving Record: -This is the record made daily for purchasing being done four copies is made 1st copy for payment in account, 2nd copy for F & B control, 3rd copy to store, 4th copy remain in the book.

ENGINEERING AND MAINTENANCE


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Maintenance of production facilities is very important for production control. Failure of machines and equipments may result in loss of thousand of man power hours. And can even cause complete sheet down buy the department. Consequently productivity will come down. The production target will not be mate similarly the failure of the computer in an office may stop the entire operations. Therefore inventions of such break down is an indispensable functions in modern industry and so it is quite common in any organization to have professional to look after maintenance function.

Task of the Department: The main task is of maintenance is to ensure availability and reliability and safety machines of minimum costs. That indicated the word maintenance includes all the actions necessary for keeping the entire the electrical tools and equipment in order. Preventing Maintenance: -The frequency & sevelry of breakdown can be minimized if preventive measure likes cleaning, oiling, leashing of the equipment is undertaken periodically. Corrective Maintenance: -It occurs only when breakdown occurs the help of outside specialist of repairing may become necessary and availability of the equipments depends upon the efficiency of the maintenance activity carried out. Proper maintenance and provision of
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hotels service have a significant affect on the attitude of our guest towards hotel therefore the chief engineer his staff to maintain the profit level for the hotel. It is the responsibility of the department within the budget given to him by the general manager. In THE PRIDE HOTEL, engineering and maintenance department is just near to the house keeping department.

HIERARCHY: Chief Engineer Engineering Supervisor Technicians Helper Electricians

STAFF ORGANIZATIONS: Chief Engineer: -Chief engineer is the head of the engineering department. He has to control his staff and assign them the job. If the job becomes more difficult for the techniques. He has to select proper an appropriate for new machines and plan. He has no check over the items that are to be replaced properly. Engineering Supervisors: -Supervisors works is to supervise the technicians and get the work done efficiently. Technicinues: -They perform the work of repairs services fixtures etc.
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SALES AND MARKETING


Sales and marketing department is a very essential department for any establishment as it helps to create an impact for increasing revenue through policing and advertising. Now a days it is a crystal clean fact that optimum advertising give an incredible increase for the sales of any particular project. It is this department that brings name and fame to the establishment. The sales and marketing department improves the sale of hotel through sales technique which improves gas contact and keep track of prospective clients. It is the department who designs the market strategy to increase the hotel sales this department is responsible for building the external image of the hotel and it service in the outside world. It so-ordinates with other department such as front office, house keeping, and F & B etc.

HIERARCHY: SALES AND MARKETING MANAGER ASSISTANT SALES MANAGER SALES EXECUTIVE
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Sales and Marketing Technique: Hotel products like food and beverage, accommodation etc are marketed. Large parties are organized during festival period. Various meetings are organized to discuss and plan sales to promotion technique. To attract various companies and tourist, discounts are given in the off season and in festival season. Parties are organized and the regular guests are invited. Many advertising boards are provided on the Shimla kalka highway to attract tourist coming from Delhi Chandigarh etc. They also have reservation counter in bus and railway stations. This sales and marketing office is situated at near to the general manager of that department.

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ACCOUNTING AND FINANCE


The accounts department in many hotels of prime important as the management requires information which will indicate weather each department is operating effectively helps to predetermine budget normally agreed by the management. Accounting usually with recording, summarizing and reporting the transaction of the organization. The department keeps track of all the transaction of the hotel. This department is located near the sales and marketing office.

HIERARCHY: Account Manager Purchase Receiving Store Keeper General Supervisor Clerk F & B Controller Unit

Financial Cashier

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SYSTEM AND PROCEDURES: Guest folios: - Guest folio is a master mill in which all the cash
and credit transaction recorded for each resident guest. All credit bills from various outlets such as restaurants, bar, laundry and telephone etc are received centrally as the cashier desk. These bill received from various outlets are then parted through NCK or normally into guest folio.

Sales Record Control for Rooms: -Room

sales

control is a reconciliation of the business transactions by the front office with records of the room sales maintained by the accounts department during the day. The sale of rooms in a hotel is generally with the help of following documents: Advance booking card. Current booking card. Guest registration card. Guest arrival sheet. Cash handling register and clearance card.

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Sales Record and Control of Food: -Control


food is maintained on the basis of cheques. When kitchen issues the final produce of service, the kitchen clerk simultaneously makes a list of the item supplied from the K.O.T. It is then entered in the kitchen summery sheet. After this, the K.O.T. is put in the control box, which will be cleared by the F & B control prepares three copy of the , one goes to guest and other two the F & B control department and third one remains in the bill boo with the restaurant sales summary is prepared.

Food & Beverage Control: -The control system covers


the control on the sale of the food & beverage in the hotel. Its main aim is to offer to the guest various services from department like kitchen, restaurant, bar etc. They type of control used varies from establishment. The profit in the business depends on the management of the particular department.

Function of Control Department: Calculation of daily food cost for the hotel including the hotel operated cafeteria and executive meal. Checks the sale, summary sheets and checks from various outlets. Checks wastages in receiving store and kitchen daily bar inventory.

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To collect and go through and file all the dirty receiving for all food and beverage item.

SECURITY
Security is primarily a protective service. It plays an important role in hotel organizations. Most conspicuously engaged in the general protective access control, building security, cargo protection, inspection and enforcement of company rules, investigation of criminal activities.

HIERERCHAY: Chief Executive Officer


Security Supervisor Security Guard Door Man

In my projected hotel, THE PRIDE HOTEL, the security department is located at the back entrance of staff entrance. There are one chief security officer and three security supervisor, two door men and eight security guard.

Purpose & Role: Protection against criminals, attacks on or against company property, equipment etc.
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Provides emergency services. Investigation the pass of the visitors. All as an advisor to senior management on all security relates matters.

Duties & Responsibility of Door Men: Door men is the first person to greet guest Helps the guest while opening the door Holds umbrella if weather is bad Responsible for cleanliness and good order to entrance door Check baggage before vehicle has left Avoids allowing big unwanted person in the hotel Checks the cashier clearance and keeps it for control Announces for car number by public adducing system

System & procedures: Checks the guest pass of employer who wishes to go out before stipulated time. Attendance of employees is taken by the security as soon as they start.
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Keys of certain departments are handed over to the security. Log book is maintained. Investigation report is maintained. Visitor passes are issued. The security at THE PRIDE HOTEL offers a great amount of safety to the guest as well as saves the hotel loss due to pilferage. This time office guard checks all the employees physically before they leave the hotel. All their belongings are checked & only when he is convinced that the employees has not taken anything from the hotel. Thus he let him go. There is a metal indicator at the door of the staff gate which goes a Beep whenever a person carrying metal enters or goes out of the gate.

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PERSONNEL DEPARTMENT
Personnel administration may be defined as the field of management which has to do with planning, organizing, directing,& controlling various operative functions of processing, developing, maintaining and utilizing a labour force, such that the : Objectives for which the establishment are economically and effectively. Objectives of the commodity are daily considered and served. According to the definition personnel administration as concerned with the managerial and operative functions with the view to attaining organizational goals economically and effectively and meeting the individual & social goods. This department is the link between the employee and the management.

HIERARCHY: Personnel Manager


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Typist Assistant Personnel Manager Supervisors

Job Description of Personnel Manager: To formulate personnel police for the organization Recruitment and selections of staff for various jobs. Planning for vacancies.

Maintaining records.

Leave granting. Negotiating with the trade unions. Payment of staff salary. Appraisal and welfare scheme.

Appointment Procedure: A letter of appointment is sent to the applicant as soon as the job is confirmed. Document of all relevant data pretending to the candidate is filled.
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Employee on arrival is briefed about the job to be performed. Induction is done by the training development.

Appraisal Procedure:-It covers the administration of: Personnel Records: -In terms of age, date of joining, length of service qualifications, skill, etc. Personnel Relations: -Negotiating with trade union. Personnel Research: -Working out details for turn over, in the different job position. Stability training and development: -Identifying training needs and job development area, detailing up procedures for internal promotions. Attendance Register is Maintained at this Place: -All staff reporting for duty enters there signatures in this register.

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KITCHEN STEWARDING
Kitchen is an area where lot of activity is done and so it gets easily dirty. For this purpose to clean the kitchen every day. How and when to maintain the hygienic condition, kitchen stewarding is entrusted with this responsibility of maintenance of kitchen. It is the responsibility of the kitchen stewarding captain to see that the cutlery, Crockery of the restaurant, room service and banquets are washed and wiped or they are for washing.

HIERARCHAY: Supervisor
Utility Worker Dish Washer

Functions: Record keeping and maintenance of cutlery, crockery, chinaware etc.


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Direct issuing equipment to various departments. Stock taking of equipment in circulations & operations.

Upkeep and maintenance of kitchen and all equipments there in.

Running of cafeteria. Ensure proper garbage disposal. Maintenance of par stock.

Forms used: Issue register Breakage report Inventory

Files & Register Maintained:

Bar check list. Banquet log book. Bar mise-en-place check list.

Function prospectus.

Duty roaster file.

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All the formats like log book, function prospectus K.O.T. helps as management system. Guest check Daily summary sheet. Room service control sheet Guest comment card.

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PROBLEMS AND SOLUTIONS:Drafting the training period certain problems were notified in the various departments in THE PRIDE HOTEL Ahmedabad some suggestions are also recommended to solve the problem.

FRONT OFFICE: Problem 1: -There is a very small luggage room for bell desk which creates problem at the time o f group checking and in delay flights. Solution: -There should more space provided to bell desk section so that they can handle luggage properly. Problem 2: -Very less space in lobby. There is very less space in lobby for sitting and standing sofas are also few. Solution: -lobby can be increased, there is some place outside the lobby, it can be converted into the lobby. More sofas should be placed in the lobby area.
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Problem 3: -Shorted of bell boys during peak hours. There is only one boy per shift at the bell. In the peak hours, if that bell boys goes to the room then the counter is left with no staff. Solution: -At least 2 more bell boys should be appointed at the bell desk. The bell desk staff should be increased during peak season (May & June).

Problem 4: -Shortage of computer in front office. There are only one computer at the front office and only one computer for the guest for surfing. Solution: -One more computer should be placed in the front office. Two more computers should be placed at the internet section for the guest. Problem 5: -Sometimes unprofessional staff is part to work, as they are unable to work, as they unable to handle some situations due to this problem guest does not get satisfied, for which they pay. Solution: -It must be sure that at no point of time the desk is in hands of juniors, as the senior staff must accompany them at all the shift.

HOUSE KEEPING: -

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Problem 1: -Laundry problem and the linens dont reach on time laundry problem in the hotel is a big issue for heavy linens. The cleaning is done from outside & it doesnt reach on time. Solution: -There are some places behind the linen room where the hotel can establish a heavy and modern machine of cleaning and pressing. The laundry contractor should be good and chase who can give the linen on time. Problem 2: -Less space & ventilations in the linen and uniform rooms not enough space is there for storing of uniform and linens and also sufficient light & ventilations is absent, which often gives out bed smell. Solution: -It should be more spacious in terms of cupboards size. More ventilation should be given in uniform and linens room. Problem3: -Less of staff bathroom and no proper cleaning of bathrooms. There is only 2 staff bathroom and cleaning is also not done properly. So bad smell comes out. Solution: -Some spaces are there near flower room. One more staff bathroom can be made over there. Proper & appropriate cleaning should be done in every 3 hrs. Problem 4: -Wrong usage of flowers & no proper lighting. In the flower room, the staff use the flower very badly proper care of flowers is also not done properly.
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Solution: -Maximum use of flower should be done. Some light can be put and proper care should be done. Problem 5: -Room amenities stocked in party are at times used by the staff in rest room. Solution: -The person in charged should be instructed not to do such practices.

F & B SERVICE: Problem 1: -Less staff in bar as well as in banquet. Implementation of staff is required so that the proper functions of bar and as well as banquet is done properly less staff makes the work tougher. Solution: - More staff is required to operate the bar and banquet. At least the member who are doing the bar operations can be relaxed and do the usual job easier. Move steward can be given to the banquet department. Problem 2: -Delay of service in the rooms. Guest frequency complains regarding delay of service in the rooms. Only one steward is appointed at each floor.

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Solution: -One more stewards should be appointed at each floor. In peak season, more stewards should appoint for the room services. Problem 3: -Only one services elevator and hat works so slow, there is only one service elevators for room service personnel. Once the elevator goes to a floor it takes a long time to come down and till then the steward has to wait. Solution: -Out of the kitchen some space is there till roof, so if possible one more elevator can be constructed. It can be repaired. So that problem wont come for the F & B service department. Problem 4: -Less space in the restaurant as it combined with the coffee shop. There is less space in the restaurant and it is so congested because it is a 120 covers restaurants and coffee shop is also attached. Solution: -Some space is there near bar so the coffee shop can be shifted there. It is 90 cover restaurants, that blank area of coffee shop can be used and can make it 12 cover restaurants. Problem 5: -Less number of room service trolleys. Solutions: -It is noticed that there is storage of room services trolleys which delays in room services at the peak time.

F & B PRODUCTIONS: -

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Problem 1: -Less space in Indian kitchen. There is very less space in Indian kitchen and the hot range is also close that there is no place for movement. Solution: -Kitchen area should be extended and other spaces areas should be taken into use. Hear Chinese kitchen some small area is there, if possible pantry cab be shifted there and pantry area can be used. Problem 2: -Less ventilation in the kitchen. There is no proper ventilation in the kitchen. Ventilation pipe works so slowly. Many times it doesnt works. Solution: -Proper ventilation system should be installed in the kitchen in order to maintain good working condition and environment. If possible the ventilation pipe should be changed otherwise it should be repaired. Problem 3: -A distribution of the staff is uneven in the morning and night shift. Due to which guest face problem. Solution: -A great care should be taken in order to have sufficient shift in every shift. Problem 4: -Issuing from stores not done properly wastage dispose untidy. Solution: -The stores should be indulged to supply items timely unless inconvenience in production may accrued. Wastage should be disposed in times so that the kitchen does not have unhealthy environment.
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ENGINEERING&MAINTENANCE DEPARTMENT: Problem 1: -In engineering and maintenance department staffs is not well shield in their work. Due to which guests on hotel should face a lot of problems. Solution: -The best solution of this problem is that the well shield staff should be recruited for the smoother functioning of the engineering & maintenance department. Problem 2: -The frequency of fault in lifts are too much and sometimes both the lifts of back area are out o order and so F & B services, production, house keeping have to use guest lifts at that time. Solution: -The lifts should check once a week and if difficulty occurs it should be repaired as soon as possible. Problem 3: -The temperature of the walk in refrigerator keeps on fluctuating, thus causing the spoilage of the food items kept inside. Solution: -Periodic daily checks of the walk in should be done and prevent servicing to be done according to the schedule by the engineering department.

PERSONNEL DEPARTMENT: Problem 1: -Less space. Office is very congested. Solution: -Area should be large enough for the easy working to staff.
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STORES: Problem 1: - They should have adequate racks to store the raw materials. Solution: -Rack should be provided to the store department security. Problem 2: - In the hotel there should have store for the storage of perishable goods. Due to this there is a lot of chance of getting perishable items spoiled. Solution: -The solution of this problem is proper storage facility should be proceeded. Problem 3: -The main store is down stairs to the kitchen which create the problem to the F & B staff carry out the goods from the main store kitchen. Due to which sometimes is delay in guest order. Solution: -The store should be either shifted near the kitchen or an elevator should be installed.

KITCHEN STEWARDING: Problem 1: -Walk INS is cleared only once in fortnight, which leaves it mercy till then. Problem 2: -The ventilation duets above the burner and not maintained or cleared regularly which results is not observed properly. Solution: -Walk INS to be cleanse once a week for better cleanness. The night shift staff should clean it once in a week.
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SECURITY: Problem 1: -The security personnel sue not thoroughly checks all the staff are going out after his work which leads to pilferage. Solution: -The security personnel should check each and every staff going out. Problem 2: - There is less no of security staff due to which here are some cases of skipping of luggage or as well as hotel amenities. Solution: -Some more security staff must be recruited for avoid the shipping of the guard luggage or as well as hotel amenities.

ACCOUNTS & FINANCE: Problem 1: -Lack of staff, due to which creates the problems to the hotel staff. Solution: -Sufficient staff should be provided. Problem 2: -Not maintain the records properly the department due to which does not able to compare the previous year sills with present year. Solution: -The records should be properly maintained & every work should be done in proper time.

SALES & MARKETING: -

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Problem 1: -This department is not co-ordinating with other departments due to which the hotel should not lead in better position. Solution: -Sales & Marketing department should co-ordinate with other department to make the sales promotions. That will lead to a hotel in a better position & maximum revenue can be earned. Problem 2: -The sales & Marketing executives are not punctual and responsible about work. Solution: -The sales and marketing departed should be punctual and responsible about the work.

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CONCLUSION
Hotels are moulded in such a way so that they are capable of taking care of the numerous desires and requirement of the people. The product which the hotel market namely accommodation and boarding are highly perishable. Handling this would require special kind of managerial techniques will have to applied. This project is based on the study conducted, the operational aspects of all departments of the hotel. The accommodation in a hotel deals with four major departments of the hotel which are directly connected with the rooms and guest in the hotel. The project contains all the aspects of working of THE PRIDE HOTEL and gives an overview on the functions system and procedures followed in the hotel.

Special

Emphasis

is

given

On

the

Following Points: Purpose and role performed by each department System and procedures followed
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Organization structure of each hotel Forms and Format used Co-ordination of each department with others

THE

DEPARTMENT

COVERED

UNDER

THIS PROJECT IS: Front Office: -This department is responsible for the sale of rooms
& gets the revenue from the rooms. Thus the front office is to reserve, receive, register & assign the room for the guest.

House keeping: -This department is responsible for the cleanliness


maintenance and aesthetic upkeep of the hotel. To make room appealing to the guest is the task of house keeping which has to ensure the basic human needs of comfort and security.

Food & Beverages: -This includes Food & Beverages production


and service both. The food & beverages department is the art of the hotel without this no hotel can more to success. It is very important department in the hotel. This department main job is to purchase the raw food materials and prepare the final products in the kitchen. There prepared food is passed from the kitchen to the guest table or guest room.

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PERSONAL DEPARTMENT: -This department is so


important for the management and worker and also handles all the problems of the staff.

Sales & Marketing: -It is the department who decide the market
strategies to increase the hotel sales. It is also responsible for building the external image of the hotel and its service in the outside world. This department mainly deals with getting customer and booing for the hotel and thus earns money. And efficient sales force can shoot up the profit of the hotel.

Engineering & Maintenance: -This department deals with fixing


maintaining of all the fixed assets of the hotel and ensures proper working of all equipments.

Accounts: -The accounting usually is concerned with recording


summarizing & reporting the transaction of the organization.

Security: -This is the department that takes care of safety of the hotel,
ensures security of the hotel; provide safe guard against fire and accidents and deals with theft and suspicious characters.

The other Sectors are: Kitchen Stewarding Purchase Store


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F & B Controls Receiving The pace with todays world moving urges well tourism and its development. People are frequently moving out of their house for business. Tourism is not a single industry but aggregate and cultural exchanges and is an excellent instrument for the promotion of national integration & international understanding, friendship and peace. Hotel industry is backbone of tourism industry No Hotels, No Tourism. This project gives us a chance of studying the department and to bring a report of the same which increase our knowledge on each department to a great extent. The studio so based in under assumption for a model Five star deluxe hotel Finally to conclude the study of this project was worthwhile as lot of knowledge was gained during the course of collecting & analyzing the data compiling this project report.

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COMPILED BY: AMIT KUMAR

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BIBLIOGRAPHY
Front Office Manual Hotel House Keeping Hotel Economics Sudhir Andrews Sudhir Andrews P.M. Mathews Pushpinder S.Gil S.M. Jha G.S. Batra & A.S. Chawla

Prospective of Indian Tourism Tourism Marketing Tourism Management (A Global Prospective) Encyclopaedia of Hotel Management & Tourism Hotelier & Caterier -

R.K. Malhotra

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