SUBMITTED TO:

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PREPARED BY: KAILASH SINGH

ACKNOWLEDGEMENT
As a part of 2 year of the three Years Diploma course in Hotel Management, the students have
undergone an Industrial Training of 16 weeks, which is a true exposure to the actual functioning
of the industry. This is the exact time to get acquainted with the facts of the industry and decide
the area of professional interest.
I underwent my 16 weeks of Industrial Training from 26TH OCT, 2015 to 27TH FEB, 2016
My training at The Radisson Blu hotel,rudrapur was a wonderful experience.
I express my profound gratitude for having selected me for the Industrial Training
Program. I would like to convey my thanks to the Training Department for having coordinated our
training well.
This report is a brief of the departments I was exposed to during my training period. This

INDEX

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is a collection and compilation of material of educative value gathered from the hotel.

ACKNOWLEDGEMENT

CERTIFICATE

CARLSON COMPANIES

RADISSON BLU HOTEL,RUDRAPUR

FOOD & BEVERAGE SERVICE

HOUSE KEEPING

FOOD PRODUCTION

FRONT OFFICE

CONCLUSION

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HISTORY

ABOUT CARLSON COMPANIES

By joining Radisson, youre not only working for a great hotel company, youre also working
for Carlson companies, Inc., of the largest privately held corporations in the United States.
1938 Curtis L. Carlson, a natural born entrepreneur, borrowed 55$ & began the gold bond
stamp company curt realized success with his new business venture & soon diversified into other
areas.
Late 1960s Mr. Carlson purchased his first Radisson hotel in Minneapolis, Minnesota. The
hotel was originally built in 1909 and was named after the 17 th century French explorer and fur
trader, Pierre esprit Radisson.
1973 The gold bond stamp company became Carlson companies, Inc. curt Carlson added new
businesses to his company such as T.G.I. Fridays restaurants and ask Mr. Foster travel agencies.
TodayCarlson companies is one of Americas largest privately owned corporations we have
160,000 employees worldwide with operations in 140 countries. Annual revenues exceed $33
billion.
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Under the leadership of Marilyn Carlson Nelson, Carlson companies, Inc. capitalize on the
synergies of its travel, hospitality and marketing businesses to serve fortune 1000 corporate clients

and consumers. Through dynamic and progressive leadership, Carlson companies continue its best
practices of corporate citizenship wherever it does business.
CARLSON COMPANIES & RADISSON HOTELS WORLDWIDE OVERVIEWS
Radisson is wholly owned by its parent company, The Carlson companies headquartered in
Minneapolis, Minnesota.
The Carlson companies has over 1,45,000 employees and was founded in 1938 by curt
Carlson and his daughter Marilyn Nelson. She is the president and CEO, she succeeded curt upon
his retirement in 1998.
Carlson Companies offers:

Gold Points Group: Personally launched by Curt Nelson in 1997, this company and the
incentive program has its own roots in the original Gold Bond Stamp concept. Shoppers
can gold points when making purchases at the grocery stores.

Carlson Marketing Group: This Company administers and many of the frequency
programs like the northwest airlines world perks program and the national Car Rental
Emerald Club. Programs that give customers pots when they use the companies services.

Carlson Leisure Group: It is the largest franchise travel agency company in North
America. Its businesses includes- Carlson Wagonlit Travel Associates etc.

Carson Wagonlit Travel: The union of Carlson Travel Network and Wagonlit travel of
Paris, France formed this company

Carlson Hospitality worldwide: This group is made up of Carlsons hospitality services

including restaurants, hotels and cruise ships. CHW is made up of three operating units:

a) Carlson restaurants worldwide

b) Radisson Seven Seas Cruises
c) Carlson Hotels Worldwide
Carlson restaurants Worldwide include of following restaurants:
TGI Friday is an international theme restaurant known as the American Brand.
The Star Canyon and the Aqua Knox restaurant these restaurants are in the sophisticated
dining market. Aqua Knox features global water cuisine fish and seafood fishes from all
over the world.
excellent food, drinks

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Fridays Front Row Sports Grill is an innovative entertainment concept combining

 And sports in one location some are located in major sports stadiums.
Fridays American Bar is a smaller pub style version of TGI Fridays.
Carlson Cruises Worldwide: include Radisson Seven Seas Cruises, which is one of the worlds
largest luxury cruises lines. The RSSC sails around the world. Carlson hotels worldwide has
following brands:
a) Regent International Hotels and Resorts is one the most respected brands in the
luxury segment.
b) The Country inns & suites by Carlson is limited service inns with a country style
dcor. They are one of the fastest growing mid-tier hotel chains with 200 locations
worldwide.
c) Radisson hotels worldwide are upscale full Service hotels located all over in 400
locations.
d) Park Plaza
e) Park Inn.
THE RADISSON MISSON
To provide genuine hospitality to our guests at every point of contact.
The success of our mission is dependent upon our entire employee. Because you represent the
hotel, you are Radisson every time you provide service or come in contact with our guests do you
know what this means? It means we are counting on you to anticipate and exceed the expectations
of our guests so that our goal of 100% guest satisfaction becomes a reality. Its about people
serving people, and we want to provide the best service available-YES I CAN! -Service.
Each day you either get better or worse. The choice is yours.
We realize that customer satisfaction is very dependent upon employee satisfaction. We want
you to know that you are joining a company that is consistently striving to be first choice with
employees.
We have a lot to offer, and we know that you have a lot to offer. We believe in creating
need to work together and be committed to the same goal.

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partnerships with each and very one of our employees. In order for each of us to be successful, we

RADISSON GOAL
At Radisson, our goal is to build a great brand. A brand that is
# Trusted by consumers
# Preferred by investors
# Sought by employees

We want to be trusted by consumers for consistency, high quality products, services and
facilities, and genuine hospitality.

We want to be preferred by investors for the value the Radisson brand adds to theirs assets.

We want to be sought by employees for opportunity, career growth, and as a great place to
work. Our ultimate objective is to build a great brand.

Brand positioning statement

For frequent travellers, Radisson is the only upscale, full service hotel brand where you feel
treated like an treated like an individual because you receive Genuine Hospitality at every point of

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contact.

RADISSON BLU HOTEL,RUDRAPUR

Radisson Blu Hotel metropolis Rudrapur is an elegantly designed contemporary

business hotel .The Radisson blu hotel rudrapur is situated in the headquarters of
udham singh nagar district in uttrakhand , a burgeoning area of industry in India.
Luxury business hotel Radisson is situated in front of SIDCUL (rudrapur) , near
upcoming world class shopping mall . Radisson hotel is elegantly designed and
fashionably styled on the lines of business hotel. Hotel lobby is designed uniquely
around the concept of light and space . Straight line furniture and minimalist dicore
accentuates this concept of the space freedom of space where in you lounge , work

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or just be your self.

ROOMS

The Radisson blu hotel rudrapur feature 124 comfortable , spacious hotel room and suites ,
including 94 superior rooms , 4 exclusively designed suites, 21 club rooms , 4 garden suites that
lead out to a lush green terrace garden , and 1 premium presidential suite . Enjoy our convenient
amenities , such as 24 hour room service , coffee maker , wireless internet , LCD television and

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mini bar.

INTRODUCTION:
The previous of food & Beverage away from home forms a substantial part of the
activities of the hotel and catering industry by which it is a part, the food and beverage function is
characterized both by its diversity by its size.
OBSERVATIONS (F&B SERVICE)
A large variety of white wines and red wines were kept keeping in the foreign delegates.

ii.

All the chef n dishes must be similar as to avoid confusion food pans and water pans and
to save time.

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i.

10

iii.

All the cups and glasses must be placed upside down and later on just before the service
they must be placed in right manner.

iv.

Foreigner takes very less time to eat Indian guest and it is convenient for the staff to serve
them.

v.
vi.

Foreigners dont eat much spicy food and drinks lot of aerated drinks.
Water must always be checked in chef n dishes otherwise food in food pans beings to stick
to the bottom of the pan.

vii.

Slices of lemon must be placed on the right hand side the cups.

viii.

The turnover is very quick coffee shop.

ix.

Do not make early entry toward the guest for clearance and always ask the guest before
doing the clearance.

x.

The guest is at peak in coffee shop in the morning.

xi.

Buffet system is also offered to the resident guest in coffee shop in giving the voucher.

xii.

Check the booking register before doing other booking for banquet hall.

xiii.

Venue must be rightly mentioned on the venue information board so that the guest can
easily reach the right venue at the right time without any inconvenience.

xiv.

The document must reach to the kitchen and banquet in time so that they can do the
preparations in advance for the functions and marriages.

xv.

Any amendments regarding number of guests must also be informed to kitchen and
banquet immediately.

xvi.

Different plates with different designs must be segrated and kept accordingly and must be
counted.

xvii.

Silver service must be done from left and side and ensure that the utensils containing food
is not overfilled and clean from outside.

xviii.

Tray must be properly set before delivering the order to the guest; it should not be
overfilled with food item.

xix.

Then order must reach the guest in minimum possible time so that the food is fresh and hot
when served.
A complementary cake and flowers basket must be placed in the room of the newly weds
or honeymoon couple.

xxi.

Tea should be hot while on serving.

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xx.

11

xxii.

An option of tea and coffee with and without milk must be given to the guest.

xxiii.

Toothpick should be kept near the buffet along with tissue papers.

DINNING

A 24 hour restaurant , that served delectable healthy cuisine in Radisson blu hotel metropolis
. The dishes are carefully selected and flavors are perfected , blending the right kind of spices and
herbs to pamper the palates of world travelers. In addition the restaurant also served Chinese ,
Italian , Mexican , and other cuisines .

K2BAR
It is a unique architecturally build designed lounge bar with a variety of domestic as well as
international spirits . from the finest of the cocktails to the premium whiskeys , classic wines and

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lip smacking snacks .

12

PASTRY SHOP
New town pastry shop offers comprehensive selection of home made chocolate , freshly bake
breads , delectable , scrumptious pastries , cookies confectionery and savories .

MEETING ROOM FACILITIES AND SERVICES

Banquet halls and conference halls , business center and meeting rooms with high-tech audio
visual equipments .
CCTV surveillance (24 hrs) , club floors with lounge , non smoking floors , restaurant , lobby bar
and 24 hrs coffee shop .
Swimming pool ,spa , salon, and fitness center and valet parking.

Swimming pool and spa

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13

Job Description
IRD Manager
IRD Manager has the following duties and responsibilities as the head of this department
1.

He is responsible for the performance of this department.

2.

He fixes duty rosters in co-ordination with staff.

3.

He sets work standard.

4.

He deals with guest complaints .

5.

He notes par stock for all items viz tea leaf, sugar, culses, linen etc and orders
required items to stores.

Captains
1.

Distribution of orders to staff

2.

Collection of orders from order takers

3.

Making VIP lists for supplies of cookies and fruit baskets

4.

Handles clearance lists and distributes them according to floors

5.

Often checks tray set up.,

1.

They do service of goods and beverage to room

2.

Do clearance floor wise

3.

Arranges trays, fruits in fruit basket, picks up food from kitchen

4.

For service of tea, they select amount & type of the leaf, as per the order.

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Steward

14

Departmental Goals & Objectives

As any other F & B outlet, the main objective of this department is to maximize sale of
food and beverage. As this facility is open only for room guests the service must be provided and
tackle any complaints regarding delay, etc. may effect the very reputation of the hotel.
Interdepartmental Relationship
This department as pronounced relationship with the following departments:
1.

Kitchen: The production section of F & B department is the first kin to any F & B
service outlet.

2.

Main Cash: The pending bill come here directly, to be posted in the folio of the
respective guest (Front Office)

3.

Kitchen Stewarding: For regular washing of crockery and cutlery, and periodic
burnishing,etc. the cleaning of the Room Service Area is a task for kitchen
stewarding. Video games.

WHAT TO OBSERVE IN INDUSTRIAL TRAINING

Food and beverage service
1.

Observe all aspects of a stewards job i.e. seating the guest, taking orders, placing
of order, placing of order, service and clearance.
Laying covers, Mis-en-place i.e., arrangement and setting up of stations. Note the
proprietary sauces, cutlery, crockery and other service accessories kept at the side
station.
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2.

15

3.

Observe the actual serviced, of all Food and Beverage in conformity with the
standards and specifications laid down by the Management. Lay emphasis on the
service of Wines, Champagnes, and specialty food items.

4.

Study the menu including the special and the buffer items, and have a brief idea of
preparation, ingredients used, preparation time, accompaniments, garnishes and the
final presentation.

5.

Service equipment and its usage.

6.

Seating guests and serving water, bread rolls and butter, hot/cold towels.

7.

Clearance of dishes after each course and depositing the same collectively at the
dish washing area. Correct stacking of dishes on the continental tray

8.

Bringing back cleaned cutlery and glasses.

9.

Polishing of silver.

10.

Familiarize yourself with the tip system.

11.

Observe all equipment, furniture and fixtures in the restaurant and their use.

12.

Briefing, assimilate the kind of questions and problems that a steward expresses.
Also learn where the information can be got regarding non-available items and the

13.

Note presentation of drinks and cocktails.

14.

Layouts of various Restaurants

15.

APC (Average per Cover)

16.

Banquets set-up

17.

Banquet Sales handling

18.

Putting to together & banquet predict sheet.

19.

Poor bar operation

20.

Pastry shop operation.

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Du jour of the day.

16

BARS
1.

Bar set up Mis-en-place preparation, Checking stock in hand and requesting stock.

2.

Pre-opening cleaning.

3.

Decorative arrangement of liquor bottles

4.

Preparing garnishes.

5.

Stocking shelves and fridges.

6.

Various glassware and maintenance

7.

Preparing and serving shaken cocktails

8.

Preparing and serving stirred cocktails.

9.

Serving wines, beets, spirits and campaigned

10.

Serving aerated waters and squashes

11.

Maintaining bar during service.

12.

Different brands of foreign, Indian, alcoholic and non-alcoholic beverages and

their content.

13.

Implications of short and over pouring.

14.

Processing of all guest checks per drinks served.

15.

Maintaining liquor licensing laws.

16.

Bar salesmanship.

17.

Liaison with F & B Controls for daily inventory.

18.

Dry days and handling guests during the same

19.

Pilferage, spoilage and breakage procedures.

20.

Dealing with different guests.

21.

Security bar after service.

DUTIES & RESPONSIBILITIES OF F&B DEPARTMENT

Food and Beverage Manager
Is responsible for the implementation of agreed policies or for contribution to the setting of
catering policies. In general he is responsible for
financial period
2. The purchasing of all material required.

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1. Ensuring that the required profit margin is achieved for food and beverage are in each

17

3. Ensuring that qualify in relations to the price period is maintained etc.

Restaurant Manager
1.

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

equipment, table

settings.
2.

He takes a briefing before each meal to inspect the personnel appearance of staff.

3.

To see the correct quality of food served.

Room service Manager

1.

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

2.

He checks the movement list sent by the front office.

3.

It is his responsibility to see that all special items like cookies, fruit basket, nut plates
and drinks kept in the rooms.

4.

Scheduling the staff.

5.

Handling guest complaints

6.

Prepares duty rosters for the staff.

Banquet Manager
Is responsible for all the banquet l parties held in the hotel. He/she ensures that all arrangements
for

banquets are

made in advance. He/she supervises the banquet party held in the hotel and

work being done by captains and stewards.

Request mangers is also responsible for setting booking, arranging and serving of all banquet
functions and arranging local publicity after obtaining permission from the people arranging
banquet.
Banquet Supervisors
Senior Captains
and ensure that toad is served in orders. They take the briefing for wait before every meal.

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Senior captains in respective restaurants are responsible for proper arrangements in the guests

18

Captains
Works under senior captains. They are allotted some section

inmate restaurants or banquets.

They are responsible to serve the food for the guests and to present the bills for payment.
Steward
He acts by instruction for the captain. He/she generally plates upon the table, cleans the table after
tasks of cleaning is also carried nut by the steward.

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each course some preparatory

19

HOUSE KEEPING
INTRODUCTION:
"House keeping" literally means "keeping the house in order in terms of
cleanliness, Hygiene and everything else that goes along with this".
The Role of this department is vital in any star rated hotel. It is the Backbone of
the hotel. Cleanliness of the Lobby, the Rooms, the restaurant and Corridors to
name a few is the responsibility of the House Keeping Department.
The whole operation is split between 3 shifts - morning, evening & night. The
responsibilities of the morning shift includes collecting laundry, replenishing of
guest supplies in rooms and of course, cleaning of both occupied rooms as well as
those vacated by guests in terms of change of linen, vacuuming the carpet,
check for any missing or damaged items.

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sterilization of glasses, disinfecting the bathrooms etc. The staffs also have to

20

The evening shift is entrusted with the task of delivering guest laundry, attending to any
guest request and also, the evening service of room.
The night shift is responsible for the thorough cleaning of the public areas. A
schedule is made at the beginning of each month.
Another function, which comes under the purview of this department, is the upkeep of all
linen and staff uniforms. For this purpose, there's a separate linen room, which is manned
by a staff well versed in the handling of different kinds of linen. Only after the supervisor
inspects the room, is the room cleared to the Front Desk to enable them to allot it to a

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Guest. Fumigation is also carried out at times to avoid the menace of pests.

21

HIERACHY OF STAFF
DIRECTOR ROOMS
EXECUTIVE HOUSE KEEPER
MANAGER HOUSEKEEPER
ASSTT. HOUSE KEEPER

Supervisor

Upholstery
Tailor

Laundry Floor

PublicArea

Horticulture

Supervisor Supervisor Supervisor Supervisor

Valets

Room
Attendant

NightDesk
Supervisor

Public
Gardeners Night Shift
Area boys
boys

Trainees

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Linen/Uniform

22

ACCOMMODATIONS

Radisson Blu Hotel offers some of the finest hotel rooms and suites. They feature stylish dcor
and

up-to-date

amenities

to

make

your

holiday

comfortable

and

unique.

Complimentary welcome amenities on arrival

36" flat screen televisionIndividual balcony with sitting space

Iron/ ironing board

Tea/ coffee maker

Broadband Internet

DVD Players in suites on request

Luxurious bathrobes and slippers

Electronic safe

24 hour in-room dining

Daily newspaper

Minibar

Shoe shine service

Preference of selecting non-smoking and smoking rooms

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The Room Features and amenities includes:

23

JOB DESCRIPTION
EXECUTIVE HOUSEKEEPER

Supervises and is responsible for the cleanliness, order and appearance of hotel
room, public areas, other facilities, service area, linen & uniform.

Schedules, recruits, train, discharging and disciplining all department employees.

Participates in all department head meetings.

Looks into maintenance requirements, requisition to ensure that till public areas and
guest accommodation standards are maintained
Prepare annual HK budget

Trained all employees to perform the standard procedure as applicable to their job.

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24

HK CONTROL DESK
The HK control desk is the nerve center of the department. The control desk is
located adjacent to the executive housekeeper's room. It is open for 24 Hrs. It is the focal
point for the information and communication to various sections of HK department as well
as other departments.
It receives the departure room no. From the front office and forwards it to the
appropriate floor so that rooms can be cleaned and made ready for use. It also receives

Room No. is noted

Entered in the attendant's diary

Article given to supervisor, control room

Entered in the lost & found Register

Packing the article

Keep the original form of the record with the article.

Letter sent to the guest to inform him

Article kept for 3 months, if unclaimed, gifted to the finder

Article of high value stored for 1 year then auctioned.

Lost & Found liquor given to F&B controller.

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other informations like VIP's in house single lady in house. in-house.

25

AMENITIES & COMPLIMENTARIES PROVIDED TO THE GUEST

The executive club is designed to take special care of the needs of business traveler.
The guests are entitled to a complimentary b/f, free drinks in evening during happy hours
and a fruit basket on arrival.
Talcum powder, Shampoo, moisturizer, mouth freshener and bubble bath are some of
the amenities provided to the guest in both deluxe and executive rooms.
The bathroom is equipped with clean and hygienic linen for the guests'
comfort. Great care is taken to ensure guest satisfaction.
All the executive rooms have a coffee/tea maker with 2 complimentary

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mineral water bottles every day.

26

THE RADISSON HOTEL

It's a very new concept, which has been introduced by- The Radisson Hotel. The
purpose being simple:
To offer the services to guest whenever and whatever he wants.
To the experienced international travellers, The Radisson is a symbol of refined &
gracious hospitality. They provide with 24 hr butler service.
They have an Internet access in each room also have complimentary use of
boardrooms.
They are also provided with a bathrobe and a mini fridge, which consists of
Mineral Water, soft drinks, 2 chocolates, and Miniature bottles of Chives Regal, Johnny
Walker.
All the executive rooms also have mini fridge. Guest is also provided with a

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well equipped 'business kit' to meet all his requirements.

27

GUEST SATISFACTION FACILITIES

This department is equipped with pantry where cookies, soft drinks etc are stored. The
fruits are brought from the amenities department.
Every morning, the amities staff takes up the trolley with fruit, cookies, drinks,
chocolates, wafers etc. He places all this in the room.
As per the guests' consumption during departure, the IRD boy ticks relevant
items and a KOT is prepared which has 2 copies. One goes to the room service cashier and
other goes to the guest. The items for the next day are filled in the inter-kitchen transfer.

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This helps the receiving department to indent for the next day's requirements.

28

LINEN ROOM
It is one of the most important sections in the HK. All the departments depend on the
linen room to get their linen and uniforms laundered.
Linen Room supervisor heads the linen room. The soaked linen is collected
& counted in front of House Man for the right count. The damaged and badly stained
linen is kept aside. Warning is issued to the person responsible. The description of soiled
item, soiled count, clean linen received, balances and other remark is entered in linen
exchange slip. Clean linen is given in exchange against the number of soiled linen.
UNIFORM ROOM
The uniform room supervisor reports directly to the executive HK. The uniform room
is a place allotted to store all the uniforms of the staff of the hotel. Each staff is given a
particular code that holds good for their uniform.
Uniform room has 2 tailors to attend to stitching & mending of the uniform.
If the uniform is in bad shape, uniform attendant informs supervisor who brings
it to the notice of executive HK. Warning is issued to the person responsible. Also a

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complaint book is kept in the uniform room where in a staff complaint may be registered.

29

LAUNDRY
The importance of laundry is inevitable as it processes soiled linen and uniform and
supplies clean linen and uniform on daily basis thus playing an important role in
maintaining high standards.
Valet Service:
One of the primary roles of the laundry is to provide valet service to
houseguest. Valet is one who be there on call to the guest, fetches soiled clothes from
guest room and returns them with whatever service the guest demands.
This service needs the guest to fill up the dry cleaning list with his room no.
and any other special instruction. The valet inspects each soiled garments for tears or
stains so the guest doesn't hold the laundry responsible.
After the necessary service, valet gives the clean cloth to the

guest. Charges are

posted from the laundry to the cashier.

LAUNDRY PROCESS INCLUDES:
Collecting- The linen is collected from the floors or is send down by the linen chute.
Sorting- On the basis of type of fabric kind of service required and degree of soilage.
Stain Removal The stain are identified &rectified to the best of their abilities.
Washing & dry cleaning- The garments are washed, dry cleaned in the machines provided
separately and are not mixed with each other.
Repairing- if any linen item needs a repair, it is given to the tailor for repairs.
Ironing- It's done by:
a) Calendaring machine- This is a very large machine, which consists of several, heated
and well padded rollers, which iron the

article as it passes through. The machine is

generally used to take a double sheet.

the surfaces, which gets pressed.

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

30

c) Steam press- Similar in principle as the hot head press, except that the surfaces have
perforations through which steams passes.
d) Shirt press- Specially designed for gents shirts to give their proper contours & creases.
Other large equipments used are:
1) Washing machine - A large machine that moves in alternate directions to have
agitation. A suitable detergent, hot water at 85-940 C bring about the cleaning action,
after which it's rinsed several times.
2) Hydro extractor - This machine whirls the water out of the articles. The clothes are
removed when they have 25% water left. This is recommended for effective droning.
3) Tumbler - Certain articles like towels, bath mats, which have a wooly texture, are dried
in tumbler to retain their fluffiness.

Chemicals used are:

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

Stain remover used in laundry:

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7) Perchloroethylene :- Dry cleaning solvent

31

1. Organic

solvents

eg:-

Benzenes,

acetone,

carbon

tetrachloride,

Trichloroethylene, Methane sprit, white spirit

2. Acids e.g.- Oxalic acid, Potassium acid oxalate
3. Alkalis e.g.- Soda and borax
4. Enzyme e.g. - powdered pepsin.
PUBLIC AREAS
Public area comprises of main lobby, clock room restaurants, swimming pool,
executive office etc.
There are two supervisors who are in-charge of public areas for the morning
and evening shift. In the morning there are 15 horsemen working under the supervisor.
The horsemen are assigned with the cleaning of particular areas. The cleaning of the
restaurant is done before mis-en-place starts.
The cleaning of the public areas has to be well planned. It should be
cleaned when there's no rush causing minimum inconvenience to the guest.
The spotting of the carpets is done once in a month. The lobby should be
cleaned during nights as it would not cause inconvenience to the guest. The spring
cleaning and scrubbing of the public areas in done by the night shift staff. The carpets and
upholstery of the restaurants is done everyday by the morning shift staff.
OTHER HK DEPARTMENTS
Tailor room and upholstery room
This section is responsible for the making of all hotel linen and

upholstery.

If there are any damages or repair, the tailor and the upholsterer take responsibility of
mending the items.
Flower Room
All the flower arrangements that are required at the lobby, front office,
shelf life of the flowers.

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rooms, banquets, restaurants are place here. The temperature is controlled for a longer

32

FOOD PRODUCTION
KITCHEN -An introduction
Room sales and food sales of the hotels revenue are earned by the service outlets, the
Food Production department's hand is more important as it determines the sales volume. So it is
often said "food is the life of the hotel. The objective of kitchen management is to organize, lend
&contract the means of production &service of food.
The area may be 40% of the restaurant area kitchen space estimates have been as low as
2.5 to 4 sq. feet catering unit for a kitchen-catering unit. The main kitchen is planned in such a
way to have an easy accessibility to all the service outlets and important areas. The kitchen is
divided into sections with skilled employees working in it. The stewarding area is attached to the
main kitchen.
The kitchen for the staff is separate and is not related to the main kitchen. The raw
material is picked up from the main store. The canteen manager manages this.
Kitchen serves for all F&B outlets like:
RESTAURANT
ROOM SERVICE
BAR

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BANQUETS

33

KITCHEN LAYOUT AND PLANNING:

The kitchen layout is planned in a way keeping in mind the following points:
1) Easy accessibility to outlets
2) Appropriate space allocation for each section
3) Maximum utilization of the space available
4) Ease to maintain hygiene
5) Accessibility to stores.
6) Proper consumption of power.
7) Accessibility to stewarding & pot washing
8) Appropriate material for floor and ceiling
9) Proper light and ventilation system.

KITCHEN MANAGEMENT
To manage the kitchen, the kitchen manager /Chef de Cuisine /Executive Chef, should have a
sound knowledge and have the ability to organize and delegate the responsibility to appropriate
staff who communicate well. The maintenance & clearing of the machines in his responsibility
labour, saving automatic machines are replacing the manually operated ones.
The people handling the mechanics should be able to follow the correct procedure of
assembling, use and cleaning safety precautions should be observed certain factors such as
&service, control of waste etc. plays an important part in managing the kitchen.

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budgeting contract, portion contract, cost contract, proper purchasing, contract of production

34

HIERARCHY OF STAFF
EXECUTIVE CHEF
SENIOR SOUS CHEF

CDP
(Bakery)

CDP

SOUS CHEF
(Indian)

CDP

(Butchery) (Chinese)

SOUS CHEF
(Patisserie)

CDP
(Indian)

CDP
(G.Manger)

SOUS CHEF
(Specialty)

CDP
(Conti)

CDP
(Italian)

Commis I
Commis II
Commis III

Apprentices

Trainees

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SOUS CHEF
(Continental)

35

WORKING PROCEDURE IN KITCHEN:

After the guest order has been taken, the service staff takes out the computerized KOT,
which is received in the kitchen. The aboyor reads out the KOT aloud. The chef checks the food
items and orders the food to be cooked.
After the food is prepare chef checks the food items with the KOT and the portion size
also. Then the service staff picks up the food to the service area.

CONTINENTAL
This kitchen is for catering to 24 hrs. Hence the kitchen works round the clock.
Equipments:
There is a filter coffee machine. The black coffee is made and kept in a coffee
still. Hot milk is also kept in the same still separately.
All these work by electricity. Other equipments are: Ice cream fridge
Meat deep freezer
Griddles
Deep freezer
Bain Marie
Salamander
Juice Refrigerator.
Juice Extractor
Electronic griller

Bread Cutter

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Burners.

36

SERVICE OF SOME ITEAM ARE

Milk shakes

Fresh juice

Ice cream

Sandwiches

Burgers

Pizzas

French fries.
The plates for the coffee shop are kept in a shelf so that it is easier to execute the

order.
Mise-en-place for sandwiches and burgers are kept in Bain Marie. Wafers,
peanuts etc are bought readymade. Dinner rolls, croissants, buns are made in bakery and
supplied. As only this kitchen works after 12 O'clock, this kitchen also deals room service
orders.

INDIAN
All Mughlai and regional dishes as well as South Indian are prepared in this kitchen. This
can be considered as the backbone of the entire kitchen and is the busiest kitchen as there are lots
of banquets.
This kitchen consists of 3 sections: Halwai

Tandoor.

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Indian

37

Mise-en-place is done in advance and is kept in coolers. This includes cleaning of

rice, cutting of vegetables and meat. This kitchen also makes South Indian Non-vegetarian
item.
Tandoor:
This section prepares all tandoor dishes and kebabs. The kebabs are prepared for the
banquet parties and buffet.
There are 3 tanors in the main kitchen. Mixture for chicken tikka, pakoras, etc. are kept by the
morning shift when the order comes to the pantry.
Morning shift prepares dough, marinates the meat etc.

In the evening shift the staff looks after preparing the order.
Fast moving items are:

Roti

Naan

Chicken tikka

Aloo paratha

Tandoori Chicken

Kalmi Kebab.
Halwai:
All the sweet dishes are prepared in this kitchen. It caters to all other kitchens.

Some of the sweets prepared are : Gulab Jamun

Shahi Tukda
Tandai

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Rasgula

38

 Jalebi
Chana pie, etc.
GARDE MANGER
This is commonly known as cold kitchen. In this kitchen, salads, charts etc. are
prepared.
For the lunch & dinner buffet, 10 cold salads are sent on bowls.
Out of which 5 salads are simple salads (beetroot, onion , tomato, cucumber & sprouted
lentils) rest are the Chef choice salads. Salads for dinner party and Ala Carte order is
issued by evening shift staff. But the cuttings for these will be done in the evening shift
and is kept in the cold room.
Various fruits salads are prepared by this section esp. Fruit platters. Also this
section provides Cheese Platters.
Garde manger has an exclusive cold-room where all the salad preparations are
kept along with various varieties of Cheese, Fruits, Cold cuts, etc.
Pickles are kept in the Bain Marie. Platters are prepared for the lounges. Daily cheese, Ham,
salami platters are sent to lounges.
Classical dressings made are:

Cocktail sauce

French dressing

Strawberry dressing

Pineapple dressing

Mayonnaise sauce is prepared in large quantities, which is also given to Chinese

Restaurant and continental kitchen.
Tartar sauce

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39

BUTCHERY
This section deals with all the cleaning and cutting of meets like chicken, mutton, fish
etc. The pre-preparation section is also attached to it.
The items come from the receiving department. The received items are skinned, cut
(if necessary) weighed, vacuum packed and then kept in the freezers. Temperature maintained in
the cold room is 4 - 60 C and in deep freezer is -100 C.
Items like chicken, leg of lamb, mutton etc. is stored in the cold room. Seafood etc.
are stored in the deep freezers.
Staffing:
Before the shift begins, requisition has to be given to the butchery. A board on which
various cuts are mentioned is also displayed in the butchery.
Equipments:

1. Meat Mincer

2. Vegetable Slicer

3. Weighing Machine

4. Coconut grater

5. Grinders

BAKERY & CONFECTIONERY

All the dessert items and cakes are prepared in this kitchen. This section has got separate
freezers for ice creams.
This section is divided into two:

Bakery

Confectionery
Bakery's oven is maintained at a temperature of 150 to 300 0 C. Bakery is

Danish pastry etc.

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responsible for making hard rolls, soft bread rolls, Garlic bread, Muffins, Brownies,

40

In the confectionery section, pastries chocolate mousse, Icings of cakes, pies,

cakes, cookies, custards, souffls etc are prepared. The temperature maintained in the cold
room of bakery is 100 C.

INTRODUCTION
In any hotel, the major revenue producing divisions are rooms division and food
and beverage department. The front office helps in increasing the profit margin of hotel by
its efficient service. Front office is the showcase of the hotel. Its the department, which is
responsible for the sale of hotel rooms by systematic methods of reservation.
Front office creates the first impression about the hotel. So the department has to be very

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effective and dynamic as it promotes the hotel sale.

41

The front office in a hotel holds prime importance in view of the basic nature of business
of a hotel i.e. to sell room. Revenue collected from the sale of rooms contributes to more than

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50% of total sales.

42

ORGANISATION OF FRONT OFFICE

The front office manger controls all the sections in front office.
The Sections are:

Front desk

Reservation

Bell Desk

Telephones

Guest Relations

Concierge

The Front Desk includes 3 divisions. They are:

o Reception
o Information
o Cashier.
Reservation section comes under the back office.
The Bell desk is headed by the senior Bell captain. The bell captain and Bell Boys
come under him.
The Guest relation Executive looks after the interest of the guest. She handles the
complaints from the guest and solves the problem to the interest of the guest.
The Concierge is a section responsible for pick up & drop of the guest from the port of

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entry.

43

HIERARCHY(FRONT OFFICE)
Director Rooms

Comm. Mgr.

Asst. FOM
F O Executive

F O Manager

G R Manager

Exe. H Keeper

Health Club Mgr.

Senior Lobby Manager

Revenue Mgr. G R Executive

Lobby Manager

Sr. Bell Captain Sr. Concierge Sr. Cashier

Asst. Bell Captain Asst. Concierge Cashier
Bell Boys

Trainees

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F O Assistant

44

RECEPTION
The main job of the reception is to take the check-in and impart any other
information to the guest. It's the most important department in the hotel as it is not only
selling rooms to the guest but also catering to the requirements of the guest.
As soon as the guest reaches the reception, he/shes provided with Guest Registration
Card. C form is filled separately for the foreigners. Details are entered in Arrival
Departure card. Then the arrival notification slip is made and sent to room service,
HK, telephones, amenities. The check-in is later entered in Logbook or Index Register.
If there is a group check-in then the group name is there and the group leader signs.
The EC guests are provided with a complimentary airport pick up and drop. The
drivers of the limousine contacts the hotel reception twice by walkie-talkie once when he leaves
the airport and 2nd time when he is around 2 km away from the hotel. The GRE is ready to go and
welcome the guest. If the guest is booked for, then they are informed about the arrival of the
guest so that he could be welcomed and made to feel at-home.
Staffing:
Morning Shift -

7:00AM to 4:00 PM

Evening Shift -

2:00 PM to 10:00 PM

Night Shift

-10:00 PM to 7:00 AM

Morning shift has 5 staff while evening has 4 and the night shift has only 2 staff
members.
Taxes & other charges:
on entire bill.

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The Radisson Hotel does not levy service charge or luxury tax. 10% HET is levied

45

RADISSON BLU METROPOLIS TARIFF RATE CARD

ACCOMMODATION TYPE

CP PLAN

SUPERIOR ROOMS(94)
BUSINESS CLASS (21)
EXTRA BED

6500 + 5.15%
8500 + 5.15%
1000 + 5.15%

.Complimentary breakfast at kumaun caf .

Welcome drinks on arrival (non alcoholic beverages) .

Fruit platter on a daily basis on request .

Evening turn down services .

Use of hotel gymnasium and pool .

Personal electronic safe , wi-fi connectivity .

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INCLUSION:

46

CORPORATE PACKAGES

MEETING AND CONFERENCES: Hotel metropolis is located right in the heart of corporate
hub (reudrapur) , making it perfect place to host high and business meeting and in resident
conference . Meeting and banquet space for upto 300 people is backed by broad band wi-fi
internet , in age infrasturature , secretarial support and a fully equipped business center.

QUEENS FIELD
A modern exhilarating open terrace banquet on the roofton indeed

Formats maintained in Reception:

1) Guest Location Card: This card is filled up by the guest when hes going out of his
room and is expecting somebody or is expecting a call. It has details as to where he
would be.
2) Message Card: This card is filled up by an outsider who comes to visit a guest and the
guest is not in his room.
3) Change slip: It is a slip given to cashier, telephone, bell captain, room service. In the
slip, receptionist fills name of the guest, #, rate and reason for change and time.
4) Log Book: Log book is made so that next shift knows what all has to be followed up.
5) Movement list : This is a sheet with list of all arrivals for the day, the status, the mode of
movement list is prepared the previous day by the reservation.

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payment and the no. of fax. Seeing the list the receptionist blocks the room. The

47

6) Transmittal slip: This is used to inform other departments about anything that needs
attention .For example-Room no. 213 is a scanty baggage guest, etc.
CASHIER
The payment of bill may be direct cash payment, company billing, through travel
agents, credit cards, travelers cheque. Before the guest checks out, it is informed to the
front desk. The cashier finalises the guest bill after verifying with all F&B outlets for
pending bills. In direct payment the cash is collected by the cashiers and is entered in the
bill. The first copy is given to the guest and the second is given to city ledger.
In case of company billing and payment by travel agents, the bill has to be
paid within 30 days otherwise the hotel can alter or re-negotiate the contact with them.
The credit card payment, the validity of the credit card is checked. The
imprint is taken and attached to the bill and guest signature is taken on the bill.

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The Radisson Hotel follows 12 Noon checkouts.

48

Credit Card:
All major credit cards are accepted by Radisson. These include American Express,
Diners card, Master Card, Visa Card, Hong Kong Bank.
The currencies accepted are US Dollar, British pound, German Dutch Mark,
Saudi Riyal, HK Dollar.
Guests with ITC Welcome Link Gold Card are given 20% discount.
Advances:
Usually, no advance is taken from the guests having reservation. But
advance is taken from the walk-ins, unless hes a regular guests, and scanty baggage.

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Rates are commissionable at 10% to recognized travel agents.

49

RESERVATION
The reservation for FIT comes to the reservation mostly by telephones. The
reservation assistant attends the call and checks the position of room availability for the
day. If room is available, reservation is taken in the reservation form and booking is
confirmed then and there itself. The reservation form filled in is kept in the reservation
pigeonhole. There are separate spaces for next 30 days, next 12 months.
Group reservations are usually made through sales or Front Office Manager.
They forward it to the reservation. They enter it in the room reservation form, if its
through a travel agency; the TAS name is written in the name of guest column.
If correspondence is in form of fax or telex, it is kept in filing cabinet,
which is arranged date wise and each cabinet denotes a month.
No show:
If the guest reserves the room and doesnt turn up without cancelling, its
called a no-show. If it occurs during lean period, retention charges are not taken. During
the peak occupancy one room night charge is allocated for this. FOM has the final word
for this.

Over booking procedure:

When reservations for rooms are full, some more reservations are taken,
considering no-shows and cancellation. Extra reservation is taken usually for 20 rooms.
But the guest is told about his reservation in the waiting list. The confirmation is not given
for the last five rooms available. Because this is for regular guests or VVIPs even if they

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reserve late or do not make a reservation at all..

50

G.R.E.- GUEST RELATION EXECUTIVE

The guest relation executive sees that the guests stay in hotel is comfortable.
Everyday, early in the morning she calls up the guest and checks whether he/she is
comfortable on the basis of their comments, the GRE draws up a comment card.
Shes responsible for attending the guests complaints. They try to sort out the
problems as soon as possible. Immediate actions are taken for solving the problem. If
required some perks are given to the guest. In case of serious problems, FOM is called to
sort out the problem. The guest contact sheet contains complaints and action taken.
BELL DESK
Preparation by the bell desk, for arrivals:
As soon as the guest arrives bellboys reports to him and asks for the number of
luggage he has. He takes out the luggage from the vehicle and keeps in one corner of the
lobby. The luggage tag is put with the arrival date and bell boy's signature in it. After the
room is assigned, room number and guest name is filled in the tag. The luggage is taken to
the room. The arrival notification slip is filled.

Shift & Staffing:

Bell desk works on 3 shifts

Evening

7:00 AM to 4:00 PM
2:00 PM to 10:00 PM

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Morning

51

Night

10:00 PM to 7:00 AM

Morning shift has 02 bell boys, evening 7 while night shifts has 6.
The senior supervisor does a general shift from 9:00 AM to 6:00 PM.
Every shift has one captain.
The bell desk is responsible for:
1) Handling guest mail & Message
The postman hands over the mail to bell desk. The captain enters this in Mail registers
and sends it through bellboys. The Message is also passed this way.
2) Postage
The bell desk has got postal stamp and also there is a small letter slot where guests can
post the letters. The collected mail from here is given to the postman when he comes.
3) Distribution of newspapers to rooms & offices
Every morning and evening, newspapers are distributed to the various offices and the

Times of India

Statesman

Hindustan Times

Indian Express

The Hindu

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rooms as per the choice of guest. The different newspapers received by the hotel are:-

52

Telegraph

The Delhi Diary

The Deccan Herald

Financial Express

Asian Age,

The Pioneer

Economic Times.

The International Newspapers are:

Herald Tribune

US Today
Whenever the bellboy leaves, he has to file Service call card which contains his

No, time he spent, Room No. This helps in keeping a track of the bellboys.
Whenever the bellboy goes to get luggage from the room, he fills up a Bellboy
departure card. This has time he went, time he came back, room no. After getting the
luggage, he gives this to cashier only after cashier has signed, then the bellboy load the
luggage into the vehicle.
Supposes a guest with scanty luggage arrives, then the captain informs the
reception about this so that they can take actions.
It's noted down in the scanty luggage register so that the bell desk staff is not
blamed later.

Crosscheck:

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There's also a storage room where the guest can have fill luggage stored.

53

Its yellow in colour and given to guests who want the luggage to be stored for few hours.
Regular Check :
It's white in colour and given to guests who want the luggage to be stored for few days.
The luggage is stored with certain rules and regulations.
Also, a bell desk handles any packages or parcels, which have to be sent to the guest room

The equipments in bell desk are:

Telephones

Message Receiving Machine

Cards

Postage stamps

Staples

Scissors

Computer.

Various Registers maintained are:1) Log Book

2) Left luggage Register

4) Service Call Register

5) Packages/Parcel Register

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3) Scanty luggage Register

54

6) Newspaper Record Register

7) Attendance Record Register
8) Leave Register
9) L&F deposit to HK Register
10) Store Record Register
11) Crew files
12) Group files.

TELEPHONES
The hotel is installed with new EPABX. It's a fully computerized system. It has call
forwarding, cancel, call back on busy station, call parking, DND, cancel DND, wake up
call, last no. Redial, ring back last call, handset free, hold music.
Board indicates internal and external calls. To dial external no. first 9 has to be
dialed followed by external no.
Print out of bills is taken in computer-summary of telephone bills are made.
The number of calls a guest makes is recorded by the computer, which is connected to
the system. The itemised billing is made every time a guest checks out. After that room

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status is made available by entering the room no in check out menu.

55

CONCIERGE
This section is responsible for pick up & drop of the guest
from the port of entry that is airport or railway station.
They provide the guest with all the requested information about hotel facilities, the
local areas, assist in arranging for transport & attends to all guest requests.
They also arrange for airlines tickets, complaint handling, car rentals, handling
envelopes incase they are received at the airport.

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They also arrange for a doctor, in case, of an emergency.

56

BUISNESS CENTRE
A manager heads the business centre with 7 staff under her. Each shift has 3 staff
members. While night has 1 staff member.
Shifts:
Morning

8:00 AM to 4:00 PM

Evening

4:00 PM to 12:00 Midnight

Night

12:00 Midnight to 8:00 AM

The manager does a general shift.

The business centre has 3 fax machines and 4 computers for guests use. Guests can
take computer printouts. There are 2 Xerox machines,a scanner, and facilities for spiral
binding is also there.
There's also a shredder to share out waste paper.
Mobile phones, Televisions, VCR's, overhead projector are available on hire
It's the first such club in city with Internet. There are 4 computers. It's the inter-netter's
dream come true. Here, in the cool comfort of 5-star ambience the guests can surf the
world.
There's one manager in morning and evening shift has 2 staff member while the night

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shift has 1 staff.

57

HOW

TO

REACH

HOTEL

RADISSON

BLU

METROPOLIS IN RUDRAPUR
Hotel Radisson blu metropolis is 225 kilometer from delhi , 250 km haridwar , and 290 km from
dehradun by road . the nearest domestic airport is at pantnagar (9km) , Indra Gandhi international
(new Delhi ) airport is 250 km from hotel Radisson blu rudrapur . and domestic new Delhi airport
is 245 km from hotel .
Some other places from hotel are : Nainital is 75 km , jim Corbett park is 80kms , Almora is 125
kms , Ranikhet is 125 kms ,kosani is 175kms .

RADISSON BLU METROPOLIS , RUDRAPURA

ADDRESS
RADISSON BLU
HOTEL METROPOLIS RUDRAPUR
PLOT NUMBER A
IIE, PANTNAGAR
NH 87 ,RUDRAPUR 263153
UTTRAKHAND INDIA

CONCLUSION
When I Start my training I saw the reality of hospitality I get the chance to observe it
live. The training was very good and knowledgeable .every day was new and I learn daily new
things in the hotel.
The hotel and hotel staff is very appreceateable. They all always help me. my
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experience was a highly enriching and educative one as I went on from one department to another

and met and got the opportunity to train under several highly respected senior professionals. I

58

learnt that every individual is different and that every one has something unique to offer. I learnt
that every job has its nuances and its value and that no job is superior to the other. I learnt that on
needs to constantly improve and improvise. I learnt hat this is just the beginning of a long road
ahead full of challenges. But I know that I will be able to run along because I have my
foundations firmly built in. It is here that I got the opportunity to continuously introspect and
improve as a budding professional and as a human being. I will always look back at the time
spent here with fondness and with pride.
I thank all the people who have helped me in several different ways that will go a long way in

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facilitating the commencement of a wonderful journey.

59