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INTRODUCTION

Hotel History: St. Regis Hotel in New York- In 1904, Colonel John Jacob Astor
broke ground for the building of the St. Regis Hotel at the corner of Fifth Avenue
and 55th Street, in the most exclusive residential section of New York at the time.
While the hotel was under construction, Astor was unable to come up with a
name for his new hotel. During Astor's visit with his brother-in-law on a beautiful
lake in the Adirondacks in upstate New York, Astor's niece offered a solution:
"Uncle Jack, why don't you call it after this lake- Hotel St. Regis?" After doing
some research on the name, he found that the lake was named after a 17th
century French monk named Francis Regis who was given sainthood in the 18th
century and was known for his hospitality to travelers. So, Astor thought, what
better name for his new hotel: the St. Regis.

Opened in 1905, the St. Regis, NYC was described as the most richly furnished
and opulent hotel in the world with a daily room rate of $5.00

The architects were Trowbridge and Livingston who were based in New York.
The firm's partners were Samuel Beck Parkman Trowbridge (1862-1925) and
Goodhue Livingston (1867-1951). Trowbridge studied at Trinity College in
Hartford, Connecticut. On his graduation in 1883, he attended Columbia
University and later studied abroad in the American School of Classical Studies
in Athens and at the Ecole des Beaux-Arts in Paris. On his return to New York,
he worked for the architect George B. Post. Goodhue Livingston, from a
distinguished family in colonial New York, received his undergraduate and
graduate degrees from Columbia University. The firm designed several notable
public and commercial buildings in New York City.
ST. REGIS HOTEL CHAINS IN THE WORLD AND THEIR NAMES
1. California ( San Francisco ) The St. Regis San Francisco
2. Colorado ( Aspen ) The St. Regis Residence Club, Aspen & The St.
Regis Aspen Resort
3. Columbia ( Washington ) The St. Regis Washington, D.C.
4. Florida ( Bal Harbour/ Miami Beach ) The St. Regis Bal Harbour Resort
5. Georgia ( Atlanta ) The St. Regis Atlanta
6. Hawaii ( Kauai ) The St. Regis Princeville Resort
7. New York - The St. Regis New York
8. Puerto Rico ( Rio Grande ) The St. Regis Bahia Beach Resort, Puerto
Rico
9. Texas ( Houstan ) The St. Regis Houstan
10. Utan ( Park City ) The St. Regis Deer Valley
11. Bermuda ( St. George ) The St. Regis Bermuda Resort ( will open in
2019 )
12. Canada ( Ontorio ) The Adelaide Hotel, Toronto
13. Mexico ( Cabo San Lucas ) The St. Regis Los Cabos Hotel and
Residences in Quivira ( will open in 2020 )
Mexico City The St. Regis Mexico City
Punta de Mita The St. Regis Punta Mita Resort
Riviera Maya The St. Regis Kanai Resort ( will open in 2018 )
14. Africa/Egypt ( Cairo ) The St. Regis Cairo
15. Mauritius ( Le Moune ) The St. Regis Mauritius Resort
16. China ( Beijing ) The St. Regis Beijing
17. Guangdong ( Shenzhen ) The St. Regis Shenzhen
Zhuhai The St. Regis Zhuhai
18. Guizhou ( Guiyang ) The St. Regis Guiyang ( will open in 2022 )
19. Hainan ( Haikou ) The St. Regis Haikou ( will open in 2020 )
Sanya The St. Regis Quigshui Bay Resort ( will open in 2019 )
The St. Regis Sanya Haitang Bay
The St. Regis Sanya Yalong Bay
20. Hunan ( Changsha ) The St. Regis Changsha
21. Jiangsu ( Nanjing ) The St. Regis Nanjing ( will open in 2019 )
22. Shandong ( Qingdao ) The St. Regis Qingdao ( will open in 2021 )
23. Shanghai The St. Regis Shanghai Jingan
24. Sichuan ( Chengdu ) The St. Regis Chengdu
25. Tianjin The St. Regis Tianjin
26. Tibet Autonomous Region ( Lhasa ) The St. Regis Lhasa Resort
27. Yunan ( Lijang ) The St. Regis Lijang Resort ( will open in 2019 )
28. French Polynesia ( Bora Bora ) The St. Regis Bora Bora Resort
29. Hong Kong The St. Regis Hong Kong ( will open in 2019 )
30. India The St. Regis Mumbai
31. Indonesia ( Jakarta ) The St. Regis Jakarta
Nusa Dua The St. Regis Bali Resort
32. Japan ( Osaka ) The St. Regis Osaka
33. Macai ( Cotai ) The St. Regis Cotai Central
34. Malaysia ( Kuala Lumpur ) The St. Regis Kuala Lumpur
( Langkawi ) The St. Regis Langkawi
35. Maldives Republic of Vommuli The St. Regis Maldives Vommuli
Resort
36. Singapore The St. Regis Singapore
37. Thailand ( Bangkok ) The St. Regis Bangkok
38. Italy ( Florence ) The St. Regis Florence
( Rome ) The St. Regis Rome
39. Kazakstan ( Astana ) The St. Regis Astana
40. Russia ( Moscow ) The St. Regis Moscow Nikolskaya
41. Serbia ( Belgrade ) The St. Regis Belgrade ( will open in 2019 )
42. Spain ( palma de Mallorca ) The St. Regis Mardavall Malllorca Resort
43. Turkey ( Istanbul ) The St. Regis Istanbul
44. Jordan ( Amman ) The St. Regis Amman ( will open in 2018 )
45. Qatar ( Doha ) The St. Regis Doha
46. United Arab Emirates ( Abu Dhabi ) The St. Regis Saadiyat Island
Resort & The St. Regis Abu Dhabi
Dubai The St. Regis Dubai
The St. Regis Dubai, Al Habtoor Polo Resort & Club
The St. Regis Dubai, The Palm ( will open in 2020 )
47. Puerto Rico ( Rico Grande ) The St. Regis Bahia Beach Resort, Puerto
Rico
ST.REGIS HOTEL MUMBAI

Located in the heart of Indias Maximum City, The St. Regis Mumbai, the
countrys tallest hotel tower, is a timeless address in the citys premier
entertainment and commercial district of Lower Parel.

The hotel offers 395 well-appointed guest rooms including 27 suites and 39
Residential Suites, each of which has stunning views of the city or the Arabian
sea. All resident guests enjoy the uncompromising service of the St. Regis
Butler, a first in the country. Guests can delight in world-class local and
international cuisines including Indian, Japanese, Pan Asian and European in the
Hotels 4 speciality restaurants and the highest bar and nightclub in the
country. Offering convenient access to the commercial districts
of Parel and Worli. The St. Regis Mumbai has been rightfully called "The
Address" as it is located in the heart of the 'commercial capital' of India. St. Regis
Mumbai is the new social epicenter for conducting businesses in the financial
capital of India.
The St. Regis, of course, belongs in the wealth column. It thrums with Bombays
rising affluence. Its not for nothing that the hotel was gearing up for the
prestigious Lakm Fashion Week when I stayed there last month, merely some
four months after it opened. (I stayed as a guest of the hotel). The models and
Bollywood stars who were starting to show up seemed right at home.

(A quick note on names: While the hotel shares the citys current official, less
colonial name of Mumbai, most people I met still call their hometown by its
British-era name of Bombay.)

Although the building has classic bonesand the grand staircase that sweeps
down from the mezzanine to the lobby suggests old-world Indian luxury and is a
St. Regis hallmarkthe overall feeling is contemporary, and the demographic
seems younger than at the grandes dames. The 386 guest rooms and suites are
modern and understated, even as the butlers wear white gloves and make a big
show of sabering off the top of a bottle of champagne during an evening ritual
several nights a week.

Wellness takes a big role here, as the spa, fitness center and outdoor pool
occupy an entire floor. But instead of traditional Indian Ayurveda, the emphasis at
the Iridium Spa (a brand being rolled out across St. Regis) is on Western-style
luxury treatments with products from the high-end Hungarian line Omorovicza.

The hotel looked abroad for most of its dining venues too. In the kind of glammed
up, upper-floor dining rooms you might find in New York or Dubai, East Asian
leaning chefs turn out high-concept tasting plates. An elegant avocado tartare
served on a bed of ice, and salmon on fire, which is exactly what it sounds like,
were standouts at the Japanese restaurant Yuuka, which was created by chef
Ting Yen of Bostons Oishii. The Chinese, Thai and Vietnamese fare at By the
Mekong includes a selection of ethereal dumplings. Three bars on the top floors
and roof are booming well into the night. (The exception to the restaurant rule is
the Sahib Room & Kipling Bar, which feels straight out of the Raj, with starched
white tablecloths, cut crystal and atmosphere of pin-drop quietI was self-
conscious about having a conversation.)

At the all-day restaurant Seven Kitchens, dozens of chefs man at least seven
stations, cooking all kinds of cuisine to order. Sunday brunch is an all-out
indulgence, with roasts of all sorts (except beefthis is India), a raw bar with
shellfish galore, lavish and dessert stations and free-flowing Champagne.
MR.CAJETAN ARAJO

(HOTEL MANAGER, ST.REGIS, MUMBAI)

Current- Hotel Manager at the St. Regis Mumbai


Education: The Roches International School of Hotel Management.

Mr. Cajetan Araujo serves as Director of Food & Beverage at Claridges


Hotels Pvt. Ltd. Mr. Araujo is responsible for spearheading all F&B
initiatives of The Claridges Surajkund. He was associated with hotels like
Inter Continental Central Park South - New York, New York Palace - USA,
Fairmont Southampton Resort-Bermuda. His last assignment was with
Fairmont - Dubai as director, F&B.
MR.ANURAAG BHATNAGAR

(GENERAL MANAGER, ST. REGIS, MUMBAI)

Current- General Manager at St. Regis Mumbai


Previous:- Starwood Hotels and resorts worldwide, Inc; Le Royal Meridien
Mumbai, Le Meridien Jaipur.
Specialties:- Talent Development, Brand Experience, Flawless Execution,
Turning around properties.
Education- IHM Pune

Have been as the General Manager of the year at the Hotelier Awards
2011, 2013 by Starwood Talent Developer in Asia Pacific in 2010, Hotelier
of the year 2010, Young achiever in hospitality, Best General Manager by
Star Diamond Award 2009 (The American Academy of hospitality
Sciences).
MR.ASHOK RUIA

(CHAIRPERSON AND MANAGING DIRECTOR)

Mr. Ashok Ruia is the Director of the Pheonix Mills Limited.


He is responsible for making strategic direction of its real estate expansion
and is the key visionary, pioneer and development of High Street Pheonix-
Mumbais first retail led mixed use destination.
ORGANIZATION, MISSION AND VISION STATEMENT

FUNCTIONAL STRATEGIES

BRAND VISION
St. Regis Mumbais facilities will exceed the needs of customers and will
bring the developing establlished south together with the north in Mumbai,
altering standards for the industry. This will defferentiate the facility from
its nearest competitors by offering a complete lifesyle experience not yet
seen in South Asia.

FOOD AND BEVERAGE VISION


To design and operate consistent and profitable food and bevrage
facilities that are recognized as a leader in their local market.

FINANCE VISION
To enhance the financial processes and systems that protects the owners
assests and maximize profitibality.

HUMAN RESOURCE VISION


To be motivated team of multi- skilled individuals who embody Regiss
culture goals, values in a changing business environment.

MARKETING VISION
To be recognized as by our guests, employees, customers, owners as a
leader in the industry in understanding their needs, developing products,
providing services and communications which exceed expectations.

ROOMS VISION
To provide exceptional guests service and a profitable state-of-the-art
rooms product that meets current and future business and a leisure travel
needs.

TECHNOLOGY VISION
To harness new and exsisting information and technology to make better
business decisions, improve efficiency and customer satisfaction,
enhance revenues and decrease the cost of doing business.
ST. REGISS CULTURE CHARACTERISTICS
Culture is shared beliefs, practices and behaviors that represent working at the
St. Regis. The Culture Characteristics that have made St. Regis famous and
successful to date and reflect the way we work to achieve our objectives and
must be understood and embraced by an employee.

We are INNOVATIVE

We work through TEAMS

We CARE for each other

We ENCOURAGE personal growth

We are MULTICULTURAL

We are CUSTOMER FOCUSED

TOUCHES OF ST. REGIS

GREET GUESTS WARMLY


Use the guests name, make eye contact.

SAY GOODBYE WARMLY


Let guests know that you look forward to welcoming them back.
ACCEPT COMPLIMENTS HUMBLY
Graciously thank guests and colleagues.

RESOLVE GUEST COMPLAINTS


Take ownership, Solve the problem courteously and propmtly say no when
required.

TREAT OTHERS RESPECTFULLY


With warmth and humility, including guests, owners, colleagues and the local
community.

ESCORT GUESTS PERSONALLY


Rather than pointing out directions.

ANSWER THE PHONE PROFESSIONALLY


Within three rings, with a smile in youre voice, thank guests for holding the line.

TAKE PRIDE IN YOUR APPEARANCE


Remember youre impressions do count.

WORK CLEANLY AND SAFELY


Take pride in youre workplace.

MAINTAIN YOURE WORK ENVIRONMENT


Fix and report defects, respect the environment, recycle and conserve, energy.
Culture

The St. Regis Vision


Celebrating the modern vanguard, the St. Regis brand is renowned for its
tradition of innovation and impeccable service since 1904.
Legacy
History & Heritage
A born inventor and notorious rule-breaker, John Jacob Astor IV founded The St.
Regis New York as a place to pursue his passions in the company of the citys
luminaries. More than a century later, the St. Regis brand is renowned for its
tradition of innovation and commitment to impeccable service at the best
addresses around the world.

1880s

"The" Mrs. Astor

Caroline Astor, the spirited and tenacious matriarch of the St. Regis brand,
creates the coveted rituals that endure at St. Regis today.

1904

A Timeless Vision

Colonel John Jacob Astor IV, renowned businessman and son of Caroline Astor,
debuts his premier hotel, The St. Regis New York.

1912

An Extraordinary Life

After helping his wife and nurse into a lifeboat, John Jacob Astor IV perishes
during the sinking of the Titanic on April 15, 1912.

1927

Unprecedented Glamour

Heralding a new era of style and innovation, The St. Regis New York adds two
new floors, including a magnificent ballroom known as the St. Regis Roof.
1932

A Captivating Addition

The Old King Cole mural, an original work by celebrated artist Maxfield Parrish, is
unveiled at The St. Regis New York.

1934

The Making of an Icon

A stroke of genius by The St. Regis New York head bartender, Fernand Petiot,
leads to the creation of the iconic Bloody Mary cocktail.

1960

A Modern Evolution

The St. Regis New York is purchased by hotel conglomerate ITT Sheraton,
merging traditional luxury with timeless innovation.

1991

A Momentous Expansion

The St. Regis New York reopens after an extraordinary $100 million renovation,
restoring it to its former grandeur while adding state-of-the-art features.

1999

An Evolving Legacy

Starwood Hotels & Resorts acquires The St. Regis New York, expanding its
legacy with the launch of five new St. Regis hotels.

2008

The Sport of Kings

St. Regis adopts polo as its signature sport, hosting the 1st annual St. Regis
International Cup, one of the U.K.s three major international polo matches.
2010

The First Connoisseur

St. Regis chooses the worlds most celebrated Argentinean polo player, Nacho
Figueras, as the very first St. Regis Connoisseur in honor of the brands
signature sport.

2011

Jason Wu Joins St. Regis

The St. Regis brand celebrates the announcement of fashion designer Jason Wu
as the next St. Regis Connoisseur.

2013

A Year of Debuts

St. Regis debuts two exciting firsts: The Family Traditions at St. Regis program
and Beyond, The St. Regis Magazine.

2014

St. Regis Welcomes Marchesa

Keren Craig and Georgina Chapman, co-founders of luxury fashion brand,


Marchesa, are appointed St. Regis Connoisseurs

2015

A Visionary Talent

Award-winning singer-songwriter Jamie Cullum joins St. Regis as a Connoisseur


and the curator of the worldwide Jazz Legends at St. Regis series.
Polo at St. Regis
An Unbridled Passion
Polo has been the signature sport of St. Regis since the early 20th century.
Today, we continue to celebrate the style, skill and history of "the sport of kings."

Jazz Legends at St. Regis


Incomparable Performances
The Jazz Legends at St. Regis series introduces the next generation of jazz
greats through live performances at our hotels around the world.

Caroline's Four Hundred


Exclusive Fragrance
Inspired by the St. Regis matriarch, Caroline Astor, our signature scent captures
the essence of fragrant blooms.

Beyond, The St. Regis Magazine


Style, Travel & More
Our signature St. Regis publication reflects the interests, values and passions of
the modern luminary.

Rewards & Benefits

A World of Choices
Enhance your experience at St. Regis hotels and resorts through Starwood
Preferred Guest and Marriott Rewards.
The St. Regis Experience

1. Uncompromising Luxury
From our discreet and anticipatory Butler Service to the captivating Family
Traditions at St. Regis program, every experience is beyond expectation.

2. St. Regis Butler Service


Introduced at The St. Regis New York by John Jacob Astor IV himself, St. Regis
Butler Service has remained one of the hotel's signature offerings for more than a
century. The anticipatory, personalized service of the St. Regis Butler ensures
that each guest's unique preferences are known and understood at our hotels
and resorts worldwide.

3. Family Traditions at St. Regis


The Family Traditions at St. Regis offers engaging activities and thoughtful
experiences tailored to younger guests and their families. This signature program
gives travelers of all ages the opportunity to explore their destination and
celebrate the art of play.

4. Children's Club
Many St. Regis resorts offer an expertly staffed Children's Club. In addition to
supervised play, families are encouraged to enjoy thoughtful activities together

5. Family Experiences
Celebrate the art of play with meaningful family adventures. Each St. Regis hotel
and resort offers a range of excursions and activities that will captivate guests of
all ages.

6. Exquisite Experiences
Relish an unforgettable occasion hosted by renowned St. Regis tastemakers and
artisans designed especially for you. With unparalleled, exclusive access to
these one-of-a-kind experiences, pursue your passion for the unattainable.
7. Spas
Immerse yourself in the distinctive beauty of Iridium Spas, or experience a
journey for the mind, body and spirit at Remde Spas.

8. Thoughtful Details
Guests can elevate the in-room experience by sending a meaningful amenity gift
in advance or anytime during a stay.

RITUALS PERFOMED AT ST. REGIS

1. Signature Rituals
St. Regis rituals are at the heart of an exquisite stay. From the glamour of
Afternoon Tea to the magic of Midnight Supper, we invite guests to live our
legacy.

2. Bloody Mary
Invented by famed barman Fernand Petiot at The St. Regis New York in 1934,
the Bloody Mary remains the signature cocktail of the St. Regis brand.

In 1934, famed barman Fernand Petiot perfected the recipe for a vodka-and-
tomato juice cocktail at The St. Regis New York's King Cole Bar. Originally
christened the "Bloody Mary", the cocktail was initially dubbed the "Red Snapper"
so as not to offend the hotel's refined clientele. More than 80 years later, the
iconic Bloody Mary remains the signature cocktail of the St. Regis.

The Original Bloody Mary- known as (red snapper)


Ingredients:

1 oz / 30 ML premium vodka
11oz /325 ML Bloody Mary mix
1 lemon wedge, for garnish
The Signature Bloody Mary Mix:

Juice of 3 lemons
2 #10 cans/2 L tomato juice
5 oz / 150 ML Worcestershire sauce
10 dashes / 3 ML Tabasco sauce
2 tbsp / 30 G freshly ground black pepper
2 tbsp / 30 G ground cayenne pepper
1 tbsp / 15 G ground celery salt
2 tbsp / 30 G whole black peppercorns

Directions:

1. Fill 12 oz / L. Blood Mary glass with ice.


2. Add vodka.
3. Fill glass with Blood Mary mix and garnish with lemon.
4. Pour ingredients into a container and shake well.
5. Use immediately or seal and refrigerate.
6. Strain peppercorns from mix before adding alcohol.
7. Makes 3 gallons / 11 L.

3. Sabering
Dating back to the battles of Napoleon Bonaparte, who famously opened
champagne with his saber in both victory and defeat, the art of sabrage has
become a signature ceremony in our Evening Rituals series. St. Regis performs
this traditional ceremony at sunset to celebrate a day on the polo field or to
welcome new guests. "Champagne: in victory, one deserves it; in defeat, one
needs it."

4. Afternoon Tea
Each St. Regis address offers its own interpretation of this quintessential ritual,
creating an opportunity for guests to gather and socialize.

5. Midnight Supper
St. Regis welcomes guests to intimate Midnight Suppers, honoring the tradition
of the St. Regis matriarch, Caroline Astor, and her lavish Gilded Age gatherings.
FOOD
&

BEVERAGE
Food and Beverage

St. Regis welcomes guests to intimate Midnight Suppers, honoring the tradition
of the St. Regis matriarch, Caroline Astor, and her lavish Gilded Age gatherings.
Food and Beverage service is the most important part of the hotel. As, the name
explains itself; it is the service of food and beverages either in the restaurant, in
room dining, banquets etc. The employee needs to have knowledge of the food,
availability of food, serving as per portions. This department of the hotel interacts
directly with the hotel so employees need to be at their best behavior and
grooming also has to be perfect and has to have the perfect waiting kit with them
for the service to run smoothly.

CHAMPAGNE
RITUAL
SABERING

WELCOME DRINK
ORGANIZATION CHART OF FOOD AND BEVERAGE SERVICE

Food and
bverage
manager

Assistant food
and bevrage
manager

Room Bar/
Banquet Restaurant
Service Beverage
Manager Manager
Manager Manager

Room Assistant Assistant


Service Bar Tender Banquet Restaurant
Captain Manager Manager

Banquet Restaurant
Order Taker Bar Waiter Captain
Captain

Room
Banquet Restauant
Service
Waiter Waiter
Waiter

Trainees Trainees Trainees


THE FOOD AND BEVERAGE MANAGER
Food and Beverage Managers set daily and weekly cleaning schedules for the
kitchen and front of house, hire, train and discipline employees and set work
schedules. They keep tabs on food cost, waste and employee hours, doing their
best to optimize profit for their company and create the best dining experience
possible for customers. Food and beverage managers managers might have to
interact with customers. Being friendly and courteous will help keep customers
coming back. Attention to Detail: Food and beverage managers have to keep
their eyes on a lot of elements: food standards, costs, safety, etc. Food and
beverage managers must be leaders in the back of house, rallying their team
during heavy shifts, resolving conflicts and getting the job done. Food and
beverage managers not only deal with food, they also have to deal with costs,
pricing, creating work schedules and more. Keeping work schedules, shipments,
cleaning schedules and more organized is crucial to the job. Dealing with
employee conflict, irate customers and wrong stock orders is part of a food and
beverage manager's job. Being able to come up with a solution quickly is a
needed skill. Food and beverage managers need to accurately and easily
communicate standards and cooking methods to staff, give orders and speak
with customers clearly. Food and beverage managers can expect long days
around hot cooking elements, much of it on their feet. The Food and Beverage
manager is responsible for co- ordinating all phases of group meeting/banquets
functions held in the hotel; coordinate these activities on a daily basis; assist
clients in program planning and menu selection.

DUTIES AND RESPONSIBILITIES

Managing food and beverage operations within budget and to the highest
standards

Leading F&B team by attracting, recruiting, training and appraising talented


personnel

Manage all F&B and day-to-day operations within budgeted guidelines and to
the highest standards

Preserve excellent levels of internal and external customer service

Design exceptional menus, purchase goods and continuously make


necessary improvements

Identify customers needs and respond proactively to all of their concerns


Lead F&B team by attracting, recruiting, training and appraising talented
personnel

Establish targets, KPIs, schedules, policies and procedures

Provide a two way communication and nurture an ownership environment


with emphasis in motivation and teamwork

Comply with all health and safety regulations

Report on management regarding sales results and productivity

QUALIFICATIONS OF FOOD AND BEVERAGE MANAGER

Proven food and beverage management experience

Working knowledge of various computer software programs (MS Office,


restaurant management software, POS)

Ability to spot and resolve problems efficiently

Mastery in delegating multiple tasks

Communication and leadership skills

Up to date with food and beverages trends and best practices

Ability to manage personnel and meet financial targets

Guest-oriented and service-minded

Culinary school diploma or degree in food service management or related


field
RESTAURANT MANAGERS

Manages daily restaurant operations and assists with menu planning, maintains
sanitation standards and assists servers and hosts on the floor during peak meal
periods.

Strives to continually improve guest and employee satisfaction and maximize the
financial performance in areas of responsibility.

Specific duties and the amount of customer/staff contact vary according to the
size of employer: managers in larger organisations may be mostly office-based,
whereas managers of smaller establishments often have frequent contact with
both customers and employees.

Restaurant managers ensure that restaurants operate efficiently and profitably


while maintaining their reputation and ethos. They must coordinate a variety of
activities, whatever the size or type of the outlet; and are responsible for the
business performance, quality standards and health and safety of the restaurant.
Combining strategic planning and day-to-day management activities, the role is
both business-like and creative, particularly in terms of marketing and business
development.

DUTIES AND RESPONSIBILITIES

Take responsibility for the business performance of the restaurant;


Analyze and plan restaurant sales levels and profitability;
Organize marketing activities, such as promotional events and discount
schemes;
Prepare reports at the end of the shift/week, including staff control, food
control and sales;
Create and execute plans for department sales, profit and staff development;
Set budgets or agree them with senior management;
Plan and coordinate menus;
Coordinate the operation of the restaurant during scheduled shifts;
Recruit, train, manage and motivate staff;
Respond to customer queries and complaints;
Meet and greet customers, organize table reservations and offer advice about
menu and wine choices;
Maintain high standards of quality control, hygiene, and health and safety;
Check stock levels, order supplies and prepare cash drawers and petty cash.
recruiting, training and supervising staff
agreeing and managing budgets
planning menus
ensuring compliance with licensing, hygiene and health and safety
legislation/guidelines
promoting and marketing the business
overseeing stock levels
ordering supplies
producing staff rosters.
handling customer enquiries and complaints
taking reservations
greeting and advising customers
problem solving
preparing and presenting staffing/sales reports
keeping statistical and financial records
assessing and improving profitability
setting targets
handling administration and paperwork
liaising with customers, employees, suppliers, licensing authorities and sales
representatives
Making improvements to the running of the business and developing the
restaurant.
QUALIFICATIONS REQUIRED

There are routes into restaurant management for both university graduates and
school leavers.

Employers may favor candidates with a relevant degree or HND in business


studies, management, hospitality management or hotel and catering.

Appropriate personal qualities, practical experience and business acumen are


generally regarded as being just as important as academic qualifications. Gaining
practical hotel, catering, restaurant, waitressing or customer service work
experience is essential.

Excellent customer service skills


Commercial awareness
Flexibility
Good interpersonal skills
Communication skills
Problem-solving skills
Organizational skills
Teamwork skills.
excellent interpersonal skills for diplomatically handling staff and customers;
strong written and oral communication skills for managing business admin
and personnel matters;
the ability to cope under pressure since restaurant management can be
challenging;
good business awareness for achieving successful performance;
Team working skills to be able to lead a team and be a part of it;
strong planning and organizational skills to run a streamlined operation;
the ability to work independently and confidently to make your own decisions;
Problem-solving ability to resolve issues as they arise.
BANQUETING MANAGER

The banqueting manager is one of the most high profile roles in a hotel, simply
because the conference and banqueting facilities tend to be a rich source of
revenue. In this senior role, therefore, you'll be involved at every level of decision
making, from marketing and selling the banqueting space to ensuring that each
event runs without a hitch.
This is as much about people as it is about food, so you'll have to be comfortable
dealing with a variety of clients. Some will be professional event organisers who
will hire venues for conferences, receptions and exhibitions so there will be
repeat business to win. Other clients will be from the general public - perhaps
planning a once-in-a-lifetime event, such as a wedding.
Your job is to ensure your team meets the requirements of each client, whether
they want a small anniversary party for 50, a glamorous wedding for 120, or a
high profile corporate dinner for 600 or more. And in a large hotel or venue, all of
those events may be happening on the same day.
A banquet managers job begins after the event sale is made, the contract is
signed and continues after the last guest has left. Banquet managers work with
banquet sales directors and chefs to ensure that all of the terms of a contract are
met and that guests receive the highest quality in food service and overall
experience.

DUTIES AND RESPONSIBILITIES

Marketing and selling conference and banqueting facilities


Scheduling reservations
Operating the facilities profitably
Planning well so each event runs smoothly
Checking all bills are paid on time
Managing your food and beverage team
Briefing staff and checking the room set-up before the event
Ensuring the room is turned around, ready for the next event
Achievement of budgeted food sales, beverage sales and labour costs.
Achieve maximum profitability and over-all success by controlling costs and
quality of service.
Participation and input towards F & B Marketing activities.
Control of Banquet china, cutlery, glassware, linen and equipment.
Completion of function delivery sheets in an accurate and timely fashion.
Help in preparation of forecast and actual budget function sheets.
Completion of forecast and actual budget function sheets, Function Summary
Sheets and weekly payroll input.
Completion of weekly schedules. Schedule staff as necessary to ensure
adequate and consistent levels of service.
To supervise and co-ordinate daily operation of meeting/banquet set-ups and
service.
Completion of Banquet Bar Requisitions.
Maintaining the Hotel Bar control policies and completion of necessary forms.
Following of proper purchasing and requisitioning procedures.
Maintain records for inventory, labour cost, food cost etc.
Follow-up each function by completing a Function Critique and submit to the
Sales & Food and Beverage Manager.
Attendance and participation of weekly F & B meeting and Department Head
meeting.
To assist in menu planning and pricing.
Development and maintenance of all department control procedures.
Development and maintenance of department manual.
Supervision of weekly payroll input.
Provides function employee list and hours for gratuities distribution.
Provides labour costing information for Function Statements.
Supervision of weekly schedules. Schedule staff as necessary to ensure
adequate and consistent levels of service
Ensuring that services meet customer specifications.
Greet the customer upon arrival.
Provide quick service for last minute changes.
Check Food & Beverage or coffee Break schedule if applicable.
Dealing with customer complaints.
Staff attitude and appearance.
Staff is properly trained.
Inspection of Meeting Room prior to guest arrival ensuring that client
specifications have been met.
Co-ordinate the general housekeeping of the Ballroom, Lower Lobby, Lower
public washrooms, kitchen, storage areas, entrance areas, etc.
Participation towards overall Hotel Maintenance and cleanliness.
Effective communication skills.
Staff training and development.
Department meeting being held monthly.

QUALIFICATIONS REQUIRED

Leadership skills to motivate and manage your team


The confidence to liaise with other heads of department and deliver what the
client wants
Good communication skills to find out exactly what your clients want
Personal charm to greet organizers, hosts and VIPs and to show clients you
are giving them full attention
Excellent organizational and administrative skills
A cool head to deal with last minute requests and problems
A can-do attitude, because you may need to hire audio visual, lighting, a DJ,
a band, stages, and marquees.
Degree or three years Diploma in hotel Management or equivalent.
Previous experience in similar Job role or minimum 4 years experience as
Banquet Supervisor. Experience in Hotel management software and Point of
sale software.
ROOM SERVICE MANAGER

Assist in the organising, management and administration and all operational


aspects for the In Room dining department. Maintain high quality products and
service levels.
He/she is expected to market ideas to promote business, reduce employee
turnover; maintain revenue and payroll budgets; and meet budgeted productivity
while keeping quality consistently high.
We are currently seeking for ambitious, dynamic, self motivated Food &
Beverage professionals who assist to organize and direct a team that develops
top quality of food & beverage products with prompt, accurate and personalized
service.

As a Room Service Manager you are responsible to achieve the optimum level of
guest satisfaction and departmental profitability in an atmosphere of teamwork
and high team morale, whereby your role will include key responsibilities such
as:

Conduct regular training sessions with the assigned team in line with the
departmental SOPs e.g. guest care, service standards, up-selling approach,
product knowledge, entering guestrooms, telephone manners, etc.
Prepare and issue duty schedules for the respective team
Monitor service activities in the Room Service, aiming for highest possible
customer satisfaction
Work in close co-operation with Kitchen, Stewarding, Cashiers as well as other
key service departments
Work towards the successful 24hrs operation and ensure that telephones are
always attended
Maintain a professional and friendly relationship with in-house guest, ensuring
proper and prompt service to their rooms
In-charge of the delivery and clearance of all guestroom amenities and conduct
spot checks
Ensure all Minibar operations are done promptly
Ensure proper handling of equipment to minimize breakages and losses.

DUTIES AND RESPONSIBILITIES

Oversee all aspects of the daily operation of the hotels Room Service
operation.
Supervise all Room Service personnel.
Respond to guest complaints in a timely manner.
Work with other F&B managers and keep them informed of F&B issues as
they arise.
Organize all documentation for shift work on a daily basis including pre-shift
reports, daily training topics, shift floor plan, requisitions for beverage, food
and sundries and manage labor on a daily basis through the time
management system.
Ensure all staff are meeting all established standards of service through
ongoing and recurrent training systems
Monitor and test service skills of staff, retrain and reinforce all standards on
food and quality and service details daily. Provide feedback and appraisals as
necessary.
Coordinate and monitor all phases of Loss Prevention in the Room Service
operation.
Ensure the training of department heads and employees on SOPs, report
preparation and technical job tasks
Monitor and supervise the mini-bar department.
Ensure effective communications between each shifts.
Supervise the room service area in order to attract, retain, and motivate the
employees.
Ensure optimal level of service, quality, and hospitality are provided to guest.
Regularly review house counts, forecast and VIP list and maintain the
confidentiality of the hotel and its guests
Ensure the timeliness and accuracy of the amenity set-up and delivery.
Ensure compliance with all local liquor laws, and health and sanitation
regulations.
Ensure that Hospitality Suites are being set-up, serviced and broken down in
a timely manner and according to instructions
Ensure all staff are meeting all established standards of service.
Monitor and maintain cleanliness of In-Room Dining areas and work areas
Plan and conduct meetings for outlets on a monthly basis to ensure staff is
correctly communicated with and that staff are consistently trained and well
motivated. Attend interdepartmental meetings to ensure good cross
communication between departments.
Assist in the development of marketing initiatives, menu items, and other
items to stimulate growth in sales for each outlet and a variety of latest market
developments.
Be aware of and assist to control current budgeted and forecasted revenues,
payroll, and product costs.
Ensure all current Accounting and Human Resources policies are being
adhered to. Report any issues or grievances to the Director of Restaurants
and or Human Resources.
Assist in maintaining all Micros programming for food and beverage outlets.
Perform any other reasonable duties as required and directed.

QUALIFICATIONS REQUIRED

You should ideally have a degree in the hospitality field with previous
experiences in the Food & Beverage field and further detailed beverage trainings.
You must also have fluency in both written and spoken English and need to be
proficient in MS Office, Windows and POS systems. Familiarity with Micros would
be desirable, as well as previous international experiences will be highly
regarded.

Understanding Hotel Operations


Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results

Education

Bachelors Degree in Hotel Management / Restaurant Management preferred or


equivalent experience. At least 3 years of progressive experience in a hotel or a
related field; or a 4-year college degree and at least 1 years of related
experience.
LINK QUALITY ASSURANCE

Quality assurance (QA) is a way of preventing mistakes or defects in


manufactured products and avoiding problems when delivering solutions or
services to customers. In St. Regis its known as BRAND STANDARDS as well.

1. PRIVATE DINING OFERED 24/7 AND MEETS STANDARDS - 4 points


Private Dining must minimally be:
Offered 24 hours a day/7 days a week.
Offered all the meal periods.

2. TELEPHONE- TELEPHONE ETIQUETTE MEETS STANDARDS 4 points


3. TELEPHONE- WARM WELCOME/ GREETING PROVIDED 2 points
4. TELEPHONE- GUESTS NAME USED DURING THE EXPERIENCE, WHEN
KNOWN- 4 points
5. IN ROOM/PRIVATE DINING ORDER PROPERLY TAKEN
BAR MANAGER

You probably imagine that being a pub/bar manager is all about serving yourself
pints, constant happy hours for you and your friends and chucking out trouble
makers with the line. The reality is still a vibrant and fast paced environment
where you'll never be bored.

Its the Bar Manager job to keep the customers happy so they keep buying pints.
Making sure the pub/bar runs without a hitch, youll also be responsible for
managing stock levels and figuring out staff roaster so you'll always have the
right amount of staff behind the bar at the right time.
When you're not busy with stock and staff, your other duties include:

Recruiting, training and motivating staff


Keeping up to date with licensing legislation and taking legal responsibility
for the premises
Ensuring beer and wine are kept in good condition (and no, you can't drink
them if they 'look gone off')
Enforcing health and safety rules
Managing kitchen staff
Dealing with difficult

DUTIES AND RESPONSIBILITIES


1. set objectives and targets for beverage unit/bar
2. determine staff needs and recruit staff
3. performance manage staff
4. assess development needs and train and coach staff
5. delegate duties and tasks to staff to meet objectives and maximize
resources
6. set and monitor quality and service standards for staff
7. communicate company policy, standards and procedures to staff
8. direct and manage staff members to meet standards and objectives
9. ensure staff operate within company policies
10. organize and adjust staff roasters and schedules in accordance with
available resources and labor regulations
11. oversee the preparation and presentation of beverages to meet set
standards
12. resolve customer complaints promptly
13. monitor cleanliness and hygiene of bar area
14. promote and practice compliance with fire, health, safety and hygiene
standards and regulations
15. oversee accurate cash-up procedures and ensure necessary paperwork is
complete
16. ensure adherence to cash management procedures
17. ensure adherence to stock control procedures
18. monitor and order supplies
19. liaise with suppliers and sales representatives
20. confirm that procurement of supplies is on the best possible terms
21. make certain all deliveries are checked in correctly and documentation is
correct
22. check stock is correctly rotated and stored to reduce wastage
23. oversee the bar display to maximize functionality and attractiveness
24. set, monitor and control budget for the beverage unit/bar
25. plan and implement cost control measures
26. plan and implement systems to maximize sales and revenue
27. organize promotional activities
28. generate and present financial reports
29. implement improvements for products and service
30. maintain regular communication with staff and management through
meetings and discussions
31. stay current with relevant legislation regarding service of alcohol, sale of
tobacco and licensing

QUALIFICATIONS OF BAR MANAGER

1. High School Diploma


2. tertiary qualification preferred
3. experience in the management of a bar or beverage service operation
4. complete working knowledge of alcoholic and non-alcoholic beverages
5. knowledge of business management principles and practices
6. knowledge of basic accounting procedures
7. knowledge of cost control procedures
8. knowledge of human resource management practices
9. knowledge of administrative procedures
10. knowledge of relevant computer applications
11. judgment
12. decision-making
13. problem-solving
14. organizing and planning
15. resource allocation and management
16. delegation
17. communication
18. attention to detail
19. coaching
20. stress tolerance
21. team member
22. High School Diploma
23. Restaurant or management experience or more education is generally
preferred
24. Strong understanding of business management and accounting principles
25. Excellent computer, problem-solving, and customer service skills
26. Exceptional communication and interpersonal skills
27. Ability to diffuse tense situations and resolve conflicts
28. Willingness to work during peak hours, including nights, weekends, and
holidays
29. Effectively delegate responsibilities and maximize resources
30. Decisiveness
31. Ability to walk, stand, and occasionally carry heavy items in a fast-paced,
stressful environment

RESTAURANT WAITER

A skilled Waiter or Waitress takes orders and delivers food and beverages to our
customers.

The right Waiter/Waitress uplifts the dining experience for customers. A waiter
has the patience, personality and perseverance to thrive in this role.

Waiter/Waitress responsibilities include greeting and serving customers,


providing detailed information on menus, multi-tasking various front-of-the-house
duties and collecting the bill. Should be able to perform well in fast-paced
environments. To be a successful Waiter or Waitress, should be polite with the
customers and make sure they enjoy their meals, should also be a team
player and be able to effectively communicate with our Kitchen Staff to make
sure orders are accurate and delivered promptly.

Waiter/Waitress duties work in shifts and/or occasionally during weekends and


holidays.

Ultimately, it is the duty of our Waiters/Waitresses to provide an excellent overall


dining experience for our guests.

Ensure that all guests are served to the hotels standard in the Restaurant / Bar /
Lounge areas. Display highest standards of hospitality and welcome are
demonstrated at all times within all food and beverage areas.
Takes orders for, serves (where applicable, prepares) food and beverages to
guests as per the hotels standards in a friendly, timely and efficient manner.
DUTIES AND RESPONSIBILITIES

1. Greets guests and presents them with the menu.


2. Informs guests about the special items for the day and menu changes if
any.
3. Suggest food and beverages to the guest and also try to upsell.
4. Take food and beverage orders from the guest on the order taking pads or
on the handheld Point of sale ( POS ) system.
5. Obtaining revenues, issuing receipts, accepting payments, returning the
change.
6. Performing basic cleaning tasks as needed or directed by supervisor.
7. Filling in for absent staff as needed
8. Punch the order on the POS machine and make sure to enter the special
requirements made by the guest while ordering the food. Eg: No Garlic,
less spicy etc, Without egg etc.
9. Communicate to the guest and provide assistance with their queries.
10. Co - ordinate with the bus person, kitchen staff, bar staff to ensure smooth
operation and guest satisfaction.
11. Server food and beverage to the guest as per the course of order.
12. Observes guests and ensure their satisfaction with the food and service.
13. Promptly respond to guest with any additional request.
14. Maintaining proper dining experience, delivering items, fulfilling customer
needs, offering
15. Desserts and drinks, removing courses, replenishing utensils, refilling
glasses.
16. Prepare mixed drinks for service to your customers table.
17. Properly open and pour wine at the tableside.
18. Adhere to grooming and appearance standards consistently.
19. Understands and can communicate products and services available at the
resort.
20. Must have some familiarity with basic cooking skills.
21. Assist bus persons with stocking and maintaining the restaurant par stock
levels and side station.
22. Help other areas of the restaurant such as answering telephones and
completing financial transactions.
23. Print closing report and drop the cash with the front office / accounts
department.
24. Tally the Credit Card settlements for the day with the batch closing report
from EDC machine.
25. Close the shift on the POS terminal.
26. Greet and escort customers to their tables

27. Present menu and provide detailed information when asked (e.g. about
portions, ingredients or potential food allergies)

28. Prepare tables by setting up linens, silverware and glasses

29. Inform customers about the days specials

30. Offer menu recommendations upon request

31. Up-sell additional products when appropriate

32. Take accurate food and drinks orders, using a POS ordering software,
order slips or by memorization

33. Check customers IDs to ensure they meet minimum age requirements for
consumption of alcoholic beverages

34. Communicate order details to the Kitchen Staff

35. Serve food and drink orders

36. Check dishes and kitchenware for cleanliness and presentation and report
any problems

37. Arrange table settings and maintain a tidy dining area


38. Deliver checks and collect bill payments

39. Carry dirty plates, glasses and silverware to kitchen for cleaning

40. Meet with restaurant staff to review daily specials, changes on the menu
and service specifications for reservations (e.g. parties)

41. Follow all relevant health department regulations

42. Provide excellent customer service to guests

QUALIFICATIONS REQUIRED

1. Proven work experience as a Waiter or Waitress

2. Hands-on experience with cash register and ordering information system


(e.g. Revel POS or Toast POS)

3. Basic math skills

4. Attentiveness and patience for customers

5. Excellent presentation skills

6. Strong organizational and multitasking skills, with the ability to perform


well in a fast-paced environment

7. Active listening and effective communication skills

8. Team spirit

9. Flexibility to work in shifts

10. High school diploma; food safety training is a plus.

11. Previous serving experience required.


12. Excellent oral communication skills required.
13. Positive interpersonal skills required.
14. Can handle local language and English.
15. High school diploma or equivalent preferred.
RESTAURANT HOSTESS

A restaurant hostess is an individual who greets customers as they arrive at the


facility and often is the last to say goodbye to them as they leave. The hostess
job description for a restaurant hostess includes a wide variety of other tasks.

The role of a restaurant hostess is fairly easy to see. Their goal is to ensure the
customer is greeted, seated and served. The hostess is responsible for ensuring
that customers enjoy an excellent experience at the facility. In order to do this job
well, a hostess often has to be engaging and genuinely interested in the success
of the establishment. She needs to smile, make eye contact with the guests, and
to be courteous to them.

In most restaurants, the hostess holds a position above that of the waitresses
and waiters, but do not typically have any managerial responsibilities. They may
handle receipts depending on the formality of the location. In a more formal
location, the hostess rarely handles money.

In addition, the restaurant hostess often is the face of the business and must
typically follow a strict dress code. In a semi formal or formal restaurant, the
hostess may be dressed in a business formal or formal dress or in a suit. If a
uniform is worn by other staff members, the hostess may wear the same thing or
something similar.

As guests arrive, the hostess assesses the dining room and, if an


accommodating table is available, escorts the guests to the dining room. In some
restaurants, hostesses are also responsible for taking initial drink orders.
Depending on individual restaurant policy, hostesses either fill the drink order or
give the information to the responsible food server. Upon returning to the station,
hostesses also make any necessary changes to the dining room occupancy
chart.

The hostess is a personal representation of the service and overall hospitality of


the staff of the restaurant. While guests are waiting to be seated or waiting for
take-out orders to be ready, it is the job of the hostess to ensure that the guests
are made comfortable and kept informed of the status of their orders or wait
times. In some restaurants, the hostess offers drinks to the guests who have to
wait.
DUTIES AND RESPONSIBILITIES

The hostess schedules dining reservations for guests in advance and as they
arrive at the restaurant. Hostesses often have to make decisions about where
a group will sit in the restaurant.

The hostess directs and instructs the dining room personnel on customer
needs to ensure customers receive fast and quality service from the moment
they arrive.

Should a party have special needs or request accommodations, the hostess


ensures the group's requirements are met. This may include services needed
for small children, as well as for individuals with disabilities or food allergies.

Hostesses greet guests as they arrive and take them to their seats. They also
provide a menu and explain specials. They may answer immediate questions
the patrons have. They may introduce the customers to their server.

The hostess also inspects and maintains the dining facilities. They do by
instructing the buss personnel and waiters. They may be required to spot
cleanliness problems and to help clear tables to facility customer needs.

The responsibilities of the hostess include monitoring the open dining


sections of the restaurant for empty and cleaned tables, estimating wait times
for guests, monitoring the guest waiting list, and ensuring that the needs of
the guests are met while they are waiting. The hostess is often responsible for
answering the telephone, booking reservations and moving tables together to
accommodate large parties.

QUALIFICATIONS REQUIRED

Most restaurants do not require previous restaurant experience to become a


hostess but may require the hostesses to have the ability to read and write
fluently, to take and follow instructions in both verbal and written forms and to
have the basic assessment and math skills to estimate wait times for guests.
Most restaurants require a high school diploma to work as a hostess.
The job description for a restaurant hostess describes what is done on a daily
basis as a hostess. To become one, individuals often have to work through the
restaurant's training. They may or may not work as a waitress or waiter before
being able to work as a hostess. Often, the individual's personality and positive
attitude will encourage management to place these individuals in the hostess
position.

The training will require the hostess to be familiar with the restaurant's make up,
menu, business policies and hostess job duties. It will also instruct the hostess in
managing the workload of the waitresses and waiters on the floor, to maintain a
balance the workload each individual has. They also have to keep the flow of
customers being seated steady to enable the kitchen to work at its best. In all of
these areas, the hostess needs to follow the policies of the restaurant.
BANQUET CAPTAIN

Primarily responsible for the supervision of the banquet staff and coordinates all
food and beverage services within the banquet department. Train the banquet
team and also oversees the enforcement of hotel standards on setting up the
banquet hall, up keeping, service, break away, event courses, cleaning, staff
grooming and hygiene.
He / She should maintain and develop the highest level of guest relations.
Manage all guest requests, complaints and queries and ensure that all aspects
are communicated to the respective departments (Sales, Kitchen, F&B manager
(HOD) etc.)
Banquet captains work in hotels and independent banquet halls to ensure the
perfect execution of large dinners, receptions and events that require food and
beverages. Banquet captains are the front of house for these events, making
sure that the tables are decorated correctly, the food is presented well, and
service goes off without a hitch. Banquet captains are in charge of floor staff, and
make sure that they are in uniform and serving the clients in a speedy and
friendly manner. They are the liaison to the chefs and cooking staff in the back,
letting them know what food needs to be replenished.

Banquet Captains work directly with the event coordinators or hosts, and are in
charge of addressing and fixing any questions or concerns that come up before
or during service. After service, banquet captains often give the event coordinator
or host the bill of services.

A banquet captain is in charge of a team of servers during catered events. Other


duties include scheduling servers and other personnel for an event, making sure
that all sanitation and safety codes are met, and assessing the overall
cleanliness of a venue before an event begins. A formal education is not required
to work as a banquet captain; however, a beverage service certification can be
beneficial for individuals seeking work.

DUTIES AND RESPONSIBILTIES

1. Meet and greet guests in a friendly and warm manner.


2. Coordinates with the event host on all aspects of the banquet function.
3. Performs planning and organisation functions for the banqueting
department like maintaining the banquet logbook, maintaining and
updating function sheets / BEO etc.
4. Checks banquet rooms, service, and kitchen areas for cleanliness, proper
set up, and make sure sufficient supplies and equipment are available for
the function.
5. Oversee all aspects of assigned banquet function activities, ensuring that
food counters are properly set and ready for execution at the appointed
time.
6. Ability to respond quickly and accurately to guest requests.
7. Ability to obtain any government required licenses or certification for
example liquor licenses etc.
8. Display good customer relation skills and take initiative to greet guests in a
friendly manner.
9. Plan the event course and orchestrates its completion in a timely, quiet
and courteous manner.
10. Observe guests to fulfill any additional requests, to perceive when next
course should begin, or when meal is completed.
11. Adhering to all banquet standard process and also hotel standard policies
and procedures.
12. Supervises and trains staff in the set up and break down of assigned
banquet rooms according to contract and managers instructions.
13. Supervises and trains staff in the service of food and beverages according
to standards.
14. Discuss any last minute changes with the banquet team.
15. Ensure all guest requirements are set and ready 30 minutes before event
start time.
16. Coordinates function details with banquet, conference planning, and
kitchen staff.
17. Maintain constant contact with the banquet chef, to ensure conclusion
between food production and food service.
18. Monitor banquet personnel in the performance of their duties.
19. Assist in conducting pre-shift and pre-function meetings.
20. Actively participates in set up of banquet rooms and service of food and
beverage to guests.
21. Communicates frequently with fellow supervisors and banquet managers
as to the progress of the days work.
22. Communicates frequently with function hosts in order to ensure that their
needs are being met.
23. Ensures all guest checks are billed and signed by the host according to
planned arrangements.
24. Ensures accurate daily sales reconciliation and postings are completed
and provided to the Front office.
25. Display awareness and compliance with hotels security, safety,
emergency and energy procedures.
26. Ensure high grooming and hygiene standards are met by all banquet staff.
27. Monitors the profitability of functions to ensure quality and portion control
while minimizing waste and broken or lost supplies.
28. Assists the Banquet Manager to establish maintenance, repair, and
cleaning schedules for all banquet equipment and facilities.
29. Guide, direct, and motivate banquet staff, Provide guidance and direction
to subordinates, including setting performance standards and monitoring
performance.
30. Ability to take and pass all training provided and required by the banquet
department to complete daily operational duties.
31. Performs other duties as assigned.
32. Customer-Service: Banquet managers have to interact with customers.
Being friendly and courteous is needed.

33. Attention to Detail: Banquet captains have to keep their eyes on a lot of
elements: food standards, costs, safety, etc.

34. Leadership: Banquet captains must be leaders, rallying their team during
big events, resolving conflicts and getting the job done.

35. Management Skills: Banquet captains not only deal with food, they also
have to deal with costs, pricing, creating work schedules and more.
BANQUET WAITER

A banquet server performs serving duties at dinners and events. They must be
able to stand and walk for an extended period of time while accommodating
guests effectively and politely. There are no education requirements for
becoming a banquet server; however, some employers prefer to hire someone
with a high school diploma or the equivalent.

Your job description is the first touchpoint between your company and your new
hire. With millions of people searching for jobs on Indeed each month, a great job
description can help you attract the most qualified candidates to your open
position. To get you started, here are some tips for creating an effective job
description.

Banquet server informally known as cater waiters, are wait staff that work for
big catering events and banquets. This is different from restaurant servers,
because there is typically only one service per event, and banquet servers will
serve every table at the same time, from tens to hundreds of people. Working
with the catering staff, who prepare each course at the same time, banquet
servers must make sure each course is delivered as quickly as possible. Banquet
servers keep glasses filled, remove each round of plates and answer any
questions from guests. Some banquets servers will have to take orders for each
table, if there are multiple meal choices.

A great job title typically includes a general term, level of experience and any
special requirements. The general term will optimize your job title to show up in a
general search for jobs of the same nature. The level of experience will help you
attract the most qualified applicants by outlining the amount of responsibility and
prior knowledge required. And if your position is specialized, consider including
the specialization in the job title as well.

DUTIES AND RESPONSIBILITIES

Customer Service: Communication is key to banquet server jobs. You will


need to listen to the customer's order, answer customer's questions, and
more. You will need great listening and speaking skills, a friendly, relaxing
demeanor, courteousness and quick service create a great dining experience
for customers.
Stamina: Busy days on your feet, moving fast and carrying large trays of food
are the trademark of a banquet server job.
Teamwork: Banquet servers are part of a team. You will be working with other
servers and the cooking staff to make a great dining experience. Being a
team player is essential.
Cleanliness: Nobody wants their food delivered by a slob. Being clean and
neat when serving food and drinks will help create a great first impression to
your customers.

Employed by a catering service or a hotel, banquet servers are roaming non-


standard waiters and waitresses. In a typical restaurant setting, the wait staff
will have tables they are assigned to cover, but banquet servers are
responsible for accommodating all guests at a function while circulating the
room. Anticipating the needs of the guests and responding politely to their
requests are common required tasks.
Banquet servers set up for events, carry trays, serve guests, and clean up at
the event's conclusion. Set up can include putting out tablecloths and place
settings, arranging table placement and putting up a buffet. A banquet
server's duties during the event can vary based on the situation, but, in
general, they must be able to focus on the job while staying on their feet and
moving about freely, which can include bending, climbing stairs, and carrying
items weighing 25-50 pounds.
Good communication is important, as is being able to follow directions
efficiently and meeting the physical demands of the job. A positive attitude
while on the job is also essential. Banquet servers must adhere to health and
safety standards at all times, even when closing down at the end of the event,
which may include breaking down the table set up and taking tablecloths and
linens to the laundry.
Customer service or waiter experience is a good foundation for a job as a
banquet server. While no official degree or training is required, some
employers prefer to hire someone with a high school diploma or GED
certificate. Training in cardiopulmonary resuscitation (CPR) may also make a
banquet-serving candidate more appealing. A banquet server must be able to
perform the duties of the job without difficulty, in addition to being courteous
and attentive to guests during a function. Note that in some states, a banquet
server must be 21 to serve alcoholic beverages.
Run food from the kitchen to the banquet hall on demand
Assist with food and table prep before the event begins
Set up buffets with food presentation standards and practices in mind, ensuring
safe food handling performance
Serve plated dinners to guests and respond to requests for beverages,
appetizers and other needs
Communicate with banquet supervisor as well as other servers and event
organizers
Serve alcoholic and non-alcoholic beverages
QUALIFICATIONS REQUIRED

Customer service or waiter experience is a good foundation for a job as a


banquet server. While no official degree or training is required, some
employers prefer to hire someone with a high school diploma or GED
certificate. Training in cardiopulmonary resuscitation (CPR) may also make a
banquet-serving candidate more appealing. A banquet server must be able to
perform the duties of the job without difficulty, in addition to being courteous
and attentive to guests during a function. Note that in some states, a banquet
server must be 21 to serve alcoholic beverages.
No education is needed to start as an entry level server, and much of what
you will learn will be done on-the-job. You may have to be 18 or older to serve
alcohol, depending on state.

Examples of Banquet Server skills

1. High school diploma/GED preferred


2. Minimum 18 years of age
3. Previous wait staff experience a plus
4. Knowledge of catering practices preferred
5. Ability to work quickly and as a team in a fast-paced environment
6. Reliable transportation required
FOOD AND BEVERAGE SERVICE OUTLETS IN THE HOTEL

ALL DAY DINING

They are usually called as Coffee Shops or Caf in the hotels. They are usually
big in size with many Covers ( seats ) , compared to other restaurants in the
same hotel. The main reason why they are called All Day Dining Restaurants is
because of their hours operation, as they are open for breakfast, Lunch and
Dinner.

FINE DINING RESTAURANTS

Fine Dining restaurants are characteristics by their elaborate and exclusive menu
with special emphasis on the very high quality food they serve. The emphasis
being on fresh ingredients and natural flavors or they type of cuisine they serve,
or both. Usually the operation of this restaurant revolves around the Head Chef
or Chef De Cuisine of this outlet.
FOOD
AND
BEVEREGE
OUTLETS
SEVEN KITCHENS
SAHIB ROOM & KIPLING BAR
THE MEKONG
THE YUUKA
THE LUNA
THE DRAWING ROOM
THE ASILO

FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI

SEVEN KITCHENS

Illuminated by natural light, the vast interiors at Seven Kitchens are perfect for
large gatherings with friends and family, or for business dining. Guests can savor
Italian, Oriental, Indian, Japanese and Mediterranean cuisines from a variety of
live cooking stations. Seven Kitchens is currently the citys most preferred venue
for a leisurely Sunday Champagne Brunch.

Cuisine: Global Gourmet


Level 9M
Hours: All day
For inquiries, please call 91.22.6162.8422
SEVEN KITCHEN MENU
FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI

THE SAHIB ROOM & KIPLING BAR

Inspired from the lavish and vintage decadence of the colonial era, The Sahib
Room boasts robust Indian delicacies and flavors. Leading into the restaurant is
the aptly named Kipling Bar, inspired by the iconic writer and philosopher
Rudyard Kipling. Here, talented mixologists showcase the craft of fusing classic
libations with Indian spices.

Cuisine: Indian Cuisine and Fusion Cocktails


Level 9M
Hours: 12:00 pm - 3:00 pm | 7:00 pm - 12:00 am
For inquiries, please call 91.22.6162.8422
SAHIB ROOM- PREFIXED MENUS
FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI

BY THE MEKONG
By the Mekong is reminiscent of evocative memories and moods down a
waterway - floating twigs, passing scenes and emerald hues. Helmed by a team
of native Chefs and awarded the citys finest Asian restaurant, Mekong takes you
on a culinary journey through the districts of Yunan and Sichuan in China, and
through Thailand and Vietnam. For intimate celebrations with colleagues, friends
or family, its three Private Dining Rooms present a dining experience par
excellence.

Cuisine: Chinese, Thai, Vietnamese


Level 37
Hours: 12:00 pm - 3:00 pm | 7:00 pm - 12:00 am
For Inquiries, please call: 91.22.6162.8422
BY THE MEKONG MENU

PREFIXED MENUS
FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI

YUUKA
Internationally awarded Chef Ting Yen brings his creative flair and inventiveness
to Japanese cuisine, turning the finest ingredients into culinary masterpieces.
This award-winning restaurant is the cynosure for its luxurious setting atop Level
37 and overlooking the Arabian while serving Japanese art on a plate.

The space boasts textures of Portoro marble, high gloss mirrors interplayed with
Japanese brocade to form a deconstructed origami pattern. The restaurant is
centered around the black and gold reef inspired wall overlooking the interactive
Sushi Bar where chefs hand roll fresh sushis to the delight of some patrons.

Cuisine: Modern Japanese


Level 37
Hours: 12:00 pm - 3.00 pm | 7:00 pm 12:00 am
For Table Reservations please call 91.22.6162.8422
THE YUUKA MENU

COLD APPETIZERS AND WARM APPETIZERS


WARM APPETIZERS AND SOUPS
ENTREE MENU
SUSHI/SASHIMI MENU

D
E
S
S
E
R
T

M
E
N
U
DESSERT MENU
FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI
LUNA

Luna brings timeless classics back to life. Indulge in a selection of delectable,


succulent classics, paired with a topping of elegance. This menu is inspired by
iconic dishes chosen from the rich archives of ageless gastronomic fare, is
presented to you, with an inspired blend of the traditional with the exotic. The
ingredients, sourced from all over the globe, is sure to satiate your palate. Delight
in this specially curated medley on the menu, against the backdrop of
unparalleled views of the city

Relax and unwind at the lower deck bar of Luna with exotic cocktails and a varied
selection of the finest beverages and wines. The space, coated in jeweled tones
and drapes, offers stunning views of the Arabian sea and the city skyline. Setting
the mood with ambient music through the week, a menu with gastronomic
classics, and a rare Cigar Lounge, Luna offers the best in nightlife entertainment

For reservations: Please call +91.22.6162.8422 Or

Email us: stregismumbai.lunagusta@stregis.com.


LUNA NUDO/ GUSTA MENU ( SMALL PLATES/SLIDERS)
PASTA/PIZZA/MAIN MENU
SEAFOOD/MEATS MENU
SIDES/POULTRY/ DESSERTS MENU
FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI

THE DRAWING ROOM & ST. REGIS BAR

An elegant meeting place, The Drawing Room celebrates the time-honored


culture of afternoon tea with the signature St. Regis Tea Ritual. The room serves
a selection of Champagne, premier coffees and bespoke tea blends, in addition
to finger sandwiches, pastries and cakes. Intimate gatherings in the Drawing
Room are punctuated by a pianist or other live music.

Cuisine: Tea, Coffee, Champagne and Light Fare

Level: 9M

Hours: 8.00 am - 11.00 pm

For Inquiries or Reservations, please call: 91.22.6162.8422


THE DRAWING ROOM MENU / BAR MENU
FOOD AND BEVERAGE OUTLETS AT THE ST.REGIS MUMBAI

ASILO

Asilo, the hotels Rooftop restaurant and lounge has taken the city by storm with
its stunning panoramic views and Mediterranean ambience. The white decor,
warm wooden flooring and chic outdoor seating with Private Dining Lounges
instantly transports one to a Santorini state of mind. The food selection is best
enjoyed with the signature dishes cooked fresh off the Robata Grill.

Level 40

Hours: 5:30 pm - 1:30 am


ASILO MENU ( VEGETERIAN APPETIZERS )
(NON VEG APPETIZERS) & DESSERTS
FOOD
AND
BEVERAGE

BANQUET HALLS

BOARDROOM 1 & 2
STATEROOM 1,2,3 & 4
ALHAMBRA
IMPERIAL HALL
GRAND CRU SALON
PALLAZZIO
ASTOR BALLROOM
ZENITH/ANIAS
BOARDROOM 1 & 2

The boardroom is best for small meetings and evets held for 10-12 people. Its
located on the 8th floor. If the events starts in the morning they are charged for
breakfast & lunch & tea/coffee per person. If an afternoon event the guest are
charged for lunch & high tea & tea/coffee per person. If an evening event they
are charged for high tea & dinner & tea/coffee per person. If a night event guest
are charged for the starters & dinner & mocktails & tea/coffee per person. We
charge 3500++ for a veg buffet & 5500++ for a non-veg buffet & 4500++ for a
mixed buffet. Rs.30000 is charged for 5 hours.

BOARDROOM 1

BOARDROOM 2
STATEROOM 1 2 3 & 4

The stateroom is best for small meetings and evets held for 60 people. Its
located on the 8th floor. If the events starts in the morning they are charged for
breakfast & lunch & tea/coffee per person. If an afternoon event the guest are
charged for lunch & high tea & tea/coffee per person. If an evening event they
are charged for high tea & dinner & tea/coffee per person. If a night event guest
are charged for the starters & dinner & mocktails & tea/coffee per person. We
charge 3500++ for a veg buffet & 5500++ for a non-veg buffet & 4500++ for a
mixed buffet. Rs.40000 is charged for 5 hours. These halls can be used
separately as well.

STATEROOM 1 2 3 & 4
ALHAMBRA
At 239 square meters and the most versatile of all the banquet venues, Alhambra
is embellished with wood carved mirrored walls and elaborately inlaid marble
panels drawing inspiration from the Alhambra Palace in Granada. The crowned
jewel of the banquet offering at The St. Regis Mumbai is rightly elegant and
warm, ideal for personal and professional events. This is located on the level 8.
We can seat 250 guests.

IMPERIAL HALL
This shimmering 430 square metres golden venue located on Level 8 of the hotel
is one of the most sought after banquet venues in the city. With ornate
chandeliers, mosaic-tiled wall-coverings, bold frames and crackled-mirrors, it
plays host to the grandest weddings, social ceremonies and corporate events in
the city. We can seat 400 guests.
GRAND CRU SALON
Cotemporary and luxurious, the Grand Cru Salon overlooks the southern bay of
the city and the lush green famous Racecourse. The venue is tastefully
upholstered using a walnut wood finish accentuated with Brazilian onyx and
crystal mosaic wall coverings. Indeed the most fashionable of all venues, this 126
square meters venue is ideal for fashion luxury launches and trunk shows. We
seat 300 guests.

PALLAZIO
Paying homage to the Mahals from the Mughal era, this natural-lit venue spread
over 380 square meters adorns Level 8. Complementing its regal varq is the
gilded ceiling are glittering chandeliers and exquisite wall-to-wall carpeting giving
this venue a Durbar-like grace.
ASTOR BALLROOM

Located on Level 9, the pillar-less Astor Ballroom can accommodate up to 300


guests for a sit-down providing the opulence and grandeur for gala dinners,
grand weddings and large corporate events. Majestically adorned with exquisite
crystal chandeliers and a ceiling height of 23 feet, the ballroom, spread across
6,433 square feet, can be divided into three smaller event spaces to
accommodate a floating capacity of 200 guests each. The Bridal Suite is
equipped with an en-suite bathroom and everything a BrideTo-Be needs and
more. Across one wall, beautiful floor-to-ceiling windows look out to the Astor
Terrace only to bathe the room with warm, natural light during the day. The Pre-
Function is often used as the welcome area. From custom flower arrangements,
a St. Regis Wedding Specialist, world-class cuisines to the social distinction of
the address, every event at The Astor Ballroom is truly memorable.
ZENITH/ANIAS

The Zenith party Suite is best for VVIP evets held for 1000 people for a sit-down
providing the opulence and grandeur for gala dinners, grand weddings and large
corporate events, shootings, fashion shows. Its Majestically adorned with
exquisite crystal chandeliers and a ceiling height of 32 feet, the hall, spread
th
across 12,433 square feet. Its located on the 38 floor. Its surrrounded by the
amazing view of the Mahalaxmi Racecourse and the Arabian Sea. If the events
starts in the morning they are charged for breakfast & lunch & tea/coffee per
person. If an afternoon event the guest are charged for lunch & high tea &
tea/coffee per person. If an evening event they are charged for high tea & dinner
& tea/coffee per person. If a night event guest are charged for the starters &
dinner & mocktails & tea/coffee per person. We charge 6500++ for a veg buffet &
8500++ for a non-veg buffet & 7500++ for a mixed buffet. Rs.80000 is charged
for 5 hours.
BANQUETS ( MY EXPERIENCES )

nd th
I trained in banquets twice. First from 2 June till 26 June, and the second time
st nd
I trained from 1 August till 22 August (during Lakme Fashion Week) and it was
a great experience to work during that period, because I came across many
celebrities, and I actually got to work personally for them. I worked in the head
office for 3 days, I worked for the press for 5 days, and served models for 2 days,
I served tea & coffee, and other types of tea such as Green tea, Earl grey,
English breakfast. While working in the head office, I worked in the head office, I
worked for Mr. Bikram Singh (Vice President of the IMG) & Mr. Karthik (Senior
GM of the IMG).

THINGS I LEARNT/OBSERVED IN BANQUETS


I learnt different type of napkin folds such as pocket fold, book fold, bread fold,
cocktail napkin fold.
I Observed different type of cutlery used and their brand names, example
crockery- ariane/luzerne, glassware- ocean, cutlery- etemum, Special cutlery-
Nico, Water- kelzai/aava/himalyan.
I observed the different types of teas & coffee served such as Earl Grey,
Lemongrass, English Breakfast, Green Tea, Peppermint Tea. Company Name-
Cha house. Coffee served- Cappuccino, Americano, Latte, Espresso, Macchiato,
Ristretto, Black coffee. Company Name- Lavazza, Coffee Machine name-
Lavazza.
I observed types of cutlery- Spoons- dinner spoon, dessert spoon, soup spoon,
tea spoon, coffee spoon, sugar spoon, ice cream spoon, salad spoon, serving
spoon, soda spoon. Forks- dinner fork, dessert fork, fish fork, cake fork, fruit fork,
salad fork. Knives- dinner knife, dessert knife, fish knife, butter knife, bread knife,
cheese knife.
I observed types of crockery- Plates- Prime (georgian) , coupe plate (urmi),
pizza plate, dinner plate, bread plate, salad plate, luncheon plate, dessert plate,
soup plate, cheese plate, consomme cup, cereal bowl, soup bowl, coffee/tea cup,
cruet set.
I observed the different type of linen used- Tablecloth, Runner, Place mat,
Silence cloth, Top cloth, Dinner & Tea Napkin, Serviette, Waiters cloth.
I observed the buffet set-up- Example If its an Indian themed lunch/dinner then
first you will place.
1.Cutlery- Spoons & Forks, Plates
2.Salads, Papad, Pickles
3.Chappati, Roti, Naan, kulchas, Parathas
4.Rice, Dal & other gravies such as ( chicken koftas gravy/paneer kadai)
5.Indian Desserts such as ( gulab jamun, malpua, rasgulla)
I observed the different mocktails & coktails being served such as - Mocktails-
Virgin mojito, watermelon mojito, fruit punch, lemon iced tea, peach iced tea,
mango mule, irish cold coffee. Cocktails- blue lagoon, shirley temple, pinacolada,
martini, margarita.
FLOOR PLAN 8th floor

FLOOR PLAN 9th floor


TYPES OF SEATING ARRANGEMENTS

Banquet
Arrangement where a group of round tables seating 6-10 persons at each table is
set in such a way as to facilitate the serving of food, most often a hexagonal or
square pattern. Size of tables and chairs vary per property. Also known as
Banquet Rounds.

Rounds of 6: Round tables seat 6 persons at each table.


Rounds of 8: Round tables seat 8 persons at each table.
Rounds of 10: Rounds tables seat 10 persons at each table.

Theater
Arrangement in which seats or chairs are in rows facing the stage area, head
table or the speaker (no tables). Also known as Auditorium.

Conference
Arrangement in which a rectangular or oval table is set up with chairs placed
around all sides and ends. Also known as Boardroom. It is often confused with
Hollow Square.

Reception
Arrangement with cocktail/reception tables (small round tables, 15-30 inches or
38-76 centimeters in diameter) with chairs. Also known as Cocktail or Cabaret.
Class
Arrangement in which rows of tables with chairs face the front of a room and
each person has a space for writing. Also known as Schoolroom.

Classroom 2x6: Tables are about 6 feet long with 2 chairs at each table.
Classroom 3x6: Tables are about 6 feet long with 3 chairs at each table.

U-Shape
Series of tables in the shape of the letter U with chairs set around the outside of
the U.

Hollow Square
Arrangement of tables set in a square (or rectangle) with chairs placed around
the outside of the table. Center (inside) table is hollow.

Dinner Dance
Arrangement of display booths. Typically used in large exhibition halls for
multiple vendors.

Exhibit Booth 8x8: Booths are 8 feet by 8 feet.


Exhibit Booth 8x10: Booths are 8 feet by 10 feet.
Exhibit Booth 10x10: Booths are 10 feet by 10 feet.
HOUSEKEEPING
ORGANIZATION FLOWCHART OF HOUSEKEEPERS

Director of
room

Executive
housekeeper

Assistant
housekeeper

Linen/Uniform Desk Control Floor Public Area


Horticulture
supervisor Supervisior supervisior supervisor

Room
Tailors Associates Florist
attendant

Assistant
Upholsters Housepersons
Flourist

Valets/laundry
attendant
HOUSEKEEPING

This department looks after the cleanliness and the hospitality in the hotel. In this
department which provides guests clean, comfortable, attractive and appealing
rooms. Good housekeeping is an important consideration in underwriting of fire
hazard and other forms of insurance, as well as in certification by fire, health, and
industrial safety agencies.

Housekeeping has tasks that can make guests feel comfortable during their stay
in the hotel. Housekeeping department ensures the cleanliness and hygiene in all
hotel areas. Housekeeping functions in guest rooms, public areas, floor lobbies,
guest welcome entrance, washrooms etc.

Hotels offer laundry, dry cleaning facilities for guest clothes, shoe polishing
facilities also.

In hotels major parts of revenue comes from rooms which is not sold on any night
losses revenue forever and reason for poor occupancy can be anything such as
hygiene factor, cleanliness, lack of modernizing etc. Hence the main purpose is
to improve whole appeal of the room.

LOCATION IN THE
HOTEL
The main office of executive housekeeper and assistant housekeeper is on the
8Th floor.

The store room and the equipment room is located on the 8th floor as well.

Maids pantry is located on each floor from the 12th to 23rd floor and the minibar
is located on the 34th floor.

Departments in Housekeeping

Housekeeping Desk : Is the center hub where all the housekeeping calls are
taken and guest request are logged down. This is where the manager sits and
handles the operation.

Lost and Found : if the guest forgets his/ her valuables in the hotel/room it is
kept here with proper details and security and kept in monthly order. Its kept at
the housekeeping desk for three months, after which the lost and found slips
are signed by the housekeeping manager, and sent for disposal.

Flower Room : Making flower arrangements for big banquet events or small
daily flower arrangements for guest area, everything is done here.

Mini Bar: It looks after the refilling of the mini bar in the rooms. Beverages
ranging from packed fruit juices to sprites and wines. It also offers some bites
along with beverage.
EXECUTIVE HOUSEKEEPER

Supervises all housekeeping employees, has the authority to hire or discharge


plans and assign work assignments, give training for newly recruited employees,
audit and inspects housekeeping personal work assignment and requisition
supplies and takes care of the budget for the department.

The housekeeping department ensures that the quality and cleanliness of every
room is met or acceded prior to a hotel guest entering a room.

The executive housekeeper should have experience in the housekeeping


department as they will need to fill in as a housekeeper in the event the need
arises. To become an executive housekeeper you need to have supervisory
experience within the housekeeping department. This position requires
knowledge of health and safety standards as well as knowledge of all the
machinery used, and chemicals used within the department. The executive
housekeeper needs to have good communication skills as they will need to co-
ordinate with other department managers to ensure quality standards are being
met throughout the hotel.

DUTIES AND RESPONSIBILITIES

Supervises all housekeeping employees, hires new employees as needed,


discharges employees when necessary and take disciplinary actions when
policies are not followed. Evaluates employees in order to upgrade them when
openings arise.

Plans the work for the housekeeping department and distributes assignments
accordingly. Assigns regular duties and special duties for housekeeping staff.
Schedules employees and assigns extra days of according to occupancy
forecast. Maintains a time logbook of all employees in the department.

Recruit and trains new employees. Assigns new employees to work with
experienced help. Checks on the work of these employees occasionally and
observes the report made by the supervisors.

Approves all supply requisition such as bathrooms rugs, bathroom supplies,


room supplies, bed linen, fruits, mini bar check, cupboard check etc. Maintains
lost and found department which is responsible for all valuable items found in
guest areas, guest rooms, guest washrooms etc.
Responsible for cleanliness, orderliness and appearance of the hotel.

Ensure that rooms are made as per Company Standards.

Prepare annual housekeeping budget.

Maintain par stock of guest supplies, cleaning supplies, linen and uniform.

Organize inventories with accounts and general store for linen and fixed assets.

Pay particular attention while organizing pest eradication activities.

Develop and implement housekeeping systems and procedures.

Prepare reports for management information.

Assist purchase department in selecting suppliers for items related to


housekeeping.

Plan, control and supervise horticultural activities.

Attending and resolving guest complaints.

Verification of supplies, consignments.

Organize on the job training and evaluate its effectiveness.

Daily briefing of supervisors and executives.

Daily inspection of public areas and employee locker rooms.

Co-ordinate the preventive maintenance schedule of rooms and public areas with
maintenance department.

QUALIFICATIONS REQUIRED

Three years degree and diploma in hotel management. Minimum 8 to 10 years of


experience of which at least 2 to 3 years in numbers in a similar role. Strong
operational / technical knowledge required. Successful pre-opening experience
required.
ASSISTANT HOUSEKEEPER

The Assistant Executive Housekeeper supervises and coordinates activities of


room attendant, house attendant, public area cleaners and floor supervisors. He /
She assists in the managing and directing of the daytoday operations of all
Housekeeping and laundry functions.
Participates in and enforces quality assurance for Housekeeping Department and
department cost control measures.
he responsibilities of an Assistant Housekeeper largely depend on the companys
size, structure and composition of responsibilities.
Mainly the Assistant Housekeeper supports the Executive Housekeeper. He/she
is responsible for the observation of quality standards and their
accomplishments.
Particularly the controlling of the rooms cleanliness as well as the public areas
belongs to the duties of an Assistant Housekeeper. Depending on the capacity of
a hotel the "Room-Checking" takes a lot time.

DUTIES ABND RESPONSIBILITIES

Should have an eye for detail and the ability to effectively deal with guests,
other departments and housekeeping staff.
Obtains list of vacant rooms to be cleaned immediately & list of prospective
checkouts or discharges in order to prepare work assignments.
Experience with turn down service, special needs of VIP Guests, foreign
dignitaries, etc. is helpful.
Assigns team members their duties, and inspects work for conformance to
prescribed standards of cleanliness.
Prepares and distributes the Room assignment sheet and floor keys to room
boys.
Maintain clear and efficient communication and coordination with the Front
Office and other departments of the hotel.
Schedules the cleaning of the room carpets, upholstery, and draperies as
needed, along with deep cleaning projects and window cleaning as necessary.
Schedules cleaning for lobby area, public restrooms, telephone areas,
hallways, entrances, elevators.
Schedules periodic major cleaning projects including carpet shampooing,
cleaning of walls and baseboards, cleaning of windows, elevator doors and
tracks.
Schedules cleaning of all meeting rooms after a completed function.
Schedules deep cleaning of all meeting rooms on periodic basis including
carpet shampooing, cleaning of walls and baseboards, cleaning of windows,
etc.
Inventories cleaning supplies & linen stock to ensure adequate supplies.
Investigates concerns regarding housekeeping service and equipment, and
takes corrective action.
Provides support to the Executive Housekeeper in all areas of Housekeeping
operation, such as staff training, coaching, counselings and also enforces to the
hotels standard operating procedures.
Ensure all meeting room functions are properly set up according to the requests
indicated on the meeting room/event function sheets.
Ensures guest rooms are properly secured and that proper key control
procedures are utilized by the housekeeping staff.
Advises manager, desk clerk, & admitting personnel of rooms ready for
occupancy.
Rewards employees who use their empowerment to meet or exceed guest
expectations.
Print all housekeeping related reports and traces from PMS.
Assists in controlling expenses by the housekeeping department.
Confirm all housekeeping staff members have arrived or find substitutes for
absent employees.
Maintain high quality of housekeeping standards in: 1) the guest rooms 2)
linens and uniforms 3) lost and found procedures 4) laundry and 5) public area.
Review outside laundry facility servicing to ensure quality, undamaged linens
and consistent delivery, keeping in mind the budgetary guidelines.
Co-ordinate with vendors eg: Pest control, Laundry services and other
outsource services.
Attend to any guest complaints and take service recovery measures if required.
Review the housekeeping points on the guest feedback forms, take actions on
guest complaints and also share guest compliments with staff members.
Prepare annual housekeeping budget.
Submit requests for repair and periodic maintenance of cleaning equipment.
Prepares store requisition, purchase other supplies and equipment, also
monitor par stock on all housekeeping guest supplies and linens.
Co-ordinate with front office and sending room discrepancy lists.
Select, staff, recruit, hire, and train qualified housekeeping candidates.
Attends training seminars to perfect housekeeping techniques and procedures,
and enhance supervisory skills.
Records data concerning work assignments, personnel actions, and time cards,
and prepares periodic reports. May prepare reports concerning room
occupancy, payroll expenses, and department expenses.
Attends periodic staff meetings with other department heads to discuss
company policies and patrons complaints, and to make recommendations to
improve service and ensure more efficient operation.
Orient and familiarize new personnel with hotel facilities and operating hours.
Control all expenditures relating to Housekeeping, including labour, guest room
supplies, and all cleaning supplies and equipment.
Oversee any guest communications from housekeeping.

QUALIFICATIONS REQUIRED
Hotel management diploma or equivalent. Read and understand
instructions, safety rules, etc. Write reports with proper format,
punctuation, spelling, and grammar. Speak with correct English and well-
modulated voice.
Minimum 2 years housekeeping experience in a supervisory capacity, 2
years line level experience in all aspects of the Housekeeping department.
LINEN ROOM SUPERVISOR

As a Linen Room / Laundry Supervisor you are responsible to oversee the team
of Linen and uniform attendants towards achieving the operational objectives
while ensuring that the hotels operational standards are met.
Additionally responsible for managing overall daily operations of the Linen and
laundry rooms. Also ensure quality controls are in place and manage customer
service inquiries.
We are currently seeking for passionate and dynamic guest focused
Housekeeping professionals who pride themselves on their ability to deliver
extraordinary levels of customer service and provide creative solutions to our
guests.

As a Linen Room Supervisor you are responsible to supervise the team of Linen
Room Attendants towards achieving the operational objectives while ensuring
that the standards of cleanliness meet the requirements specified and your role
will include key responsibilities such as:

Receive records and sort out clean uniform from laundry and arrange them
properly on the shelves and racks
Issue linen to Food & Beverage outlets as per requisitions
Issue uniform to all employees and maintain uniform records
Check all uniform for any loose buttons and hems and give to the tailor for
mending
Ensure a clean and tidy linen room at all times and report if any items have been
damaged (linen as well as uniforms)
Ensure that linen and uniforms are properly stored and recorded
Report to Superiors in case any uniforms need to be discarded or replenished
Ensure that the proper procedure is followed when linen or uniform needs to be
discarded
Ensure that all uniforms are ready for special events as well as for any seasonal
events
DUTIES AND RESPONSIBILITIES

The ideal candidate will be a friendly, caring individual with good cross cultures
sensitivity and a concern for quality and an eye for details. You will work well
under pressure in a fast paced environment and enjoy working with a multi-
cultural team and guests alike, while possessing following additional
competencies:

Understanding Hotel Operations


Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results

Manage overall daily operations of the Linen Room.


Ensure quality controls are in place for all linen processes, rejecting any
exceptions.
Responsible for maintaining cleanliness of the linen area.
Assist the Laundry Manager on his day today duties.
Oversee the loading of carts and place accurately as requested.
Oversee in getting filled linen carts to designated areas.
Ensure linen and laundry supplies are ordered and controlled in line with
Business and Events.
Ensure a clean and tidy linen room at all times and report to the management if
any items have been damaged (linen as well as uniforms).
Report to Laundry Manager in case any uniforms need to be discarded or
replenished.
Ensure that linen and uniforms are properly stored and recorded.
Ensure that the proper procedure is followed when linen or uniform needs to be
discarded.
Ensure that all uniforms are ready for special events as well as for any
seasonal events.
Ensure proper loading and unloading of dryers, and also setting proper
temperature for different items that require drying.
Receive records and oversee sorting of clean uniform from laundry and arrange
them properly on the shelves and racks.
Ensure team members adhere to all Health and Safety Regulations.
Keep and update the Laundry / linen productivity report on a daily basis.
Take linen which is spotted out and place separate for re-washing or special
treatments.
Any linen which is torn is placed separately and returned to the Linen room for
repair.
Keeps linen for all different departments separate.
Issue linen to Food & Beverage outlets as per requisitions.
Issue uniform to all employees and maintain uniform records.
Oversee the issuing of linen via hotels requisition system.
Check all uniform for any loose buttons and hems and give to the tailor for
mending.
Attends and participates in in-service education classes, on-the-job training
programs, etc.
Schedules preventative maintenance of laundry equipment and co-ordinate
with the engineering department for any maintenance issues.
Recommends equipment, linen and chemical purchasing needs to Department
Head in budget preparation.
Assists in standardizing the method in which laundry tasks will be performed.
Makes recommendations to the Laundry Manager / Executive Housekeeper.
Manage customer service issues quickly and effectively.
Responsible for proper running of equipment and proper amounts of chemicals.
Train, develop, and appraise the laundry team and Carry out stock takes as per
management policy.
Assists in the recruitment and selection of laundry personnel.
Assigns schedules and duties to laundry staff as per business needs.
Assists in determining staffing requirements necessary to meet the Laundry
Department's needs.
Performs other duties as assigned and able to carry out any other reasonable
task set by the hotels management.

QUALIFICATION REQUIRED

Intermediate or Equivalent or Diploma or vocational training in hospitality.


Computer literacy in using ms office along with experience in using
inventory management software and Hotel Management systems like
Opera / Fidelio etc.

4 to 5 years of experience in Laundry operations in 5 Star or full service


hotels or other large scale laundry service operations.

You should ideally have a diploma or vocational training hospitality with previous
minor supervisory experiences within the Housekeeping Department of a hotel.
Good command of written and spoken English communication skills, along with
strong interpersonal and problem solving abilities are essentials. Computer
literacy and previous experiences with Opera are an advantage.
DESK CONTROL SUPERVISOR
Housekeeping control desk is the main communication Centre of the
housekeeping department. You are responsible for all information sent out and
received from the control desk. You should have good telephone etiquettes.
Keep the notice board up to date with the relevant information.
As a desk control assistant you should maintain complete and up to date
information of every departmental section comes under housekeeping.
Experience as Housekeeping Desk Coordinator or Housekeeping Order Taker.
The Control Desk Staff is responsible for monitoring the desk area and serving
as an area supervisor for the main entrance. This includes controlling member
access to the Preston Center, handling towel service and equipment checkout,
and answering questions on Preston Center programs and policies. The Control
Desk Staff also greets patrons, answers the phone, addresses questions about
Preston Center facilities, takes messages, makes reservations, and attends to
light housekeeping duties.

DUTIES AND RESPONSIBILITIES


Good knowledge in handling guest requests.
Good knowledge of Housekeeping operations.
Responsible for Departmental keys and guest room master cards.
Responsible for all calls coming to the Desk and to convey the right message to
the right person.
Maintaining records related to day to day operations of Housekeeping.
Follow up with concerned departments in case of guest requests/ complaints.
Updating the Housekeeping data board with information like VIP inhouse,
Today's occupancy Percentage, arrivals, departures, to do list, rooms for super
cleaning etc.
Good understanding of the property management soft wares ( Eg: Opera,
Protel, Fidelio etc. )
Allocate work for each staff according to point system / work load for the day.
Should have a good telephone etiquette.
Make the relevant room status changes on the software as per the instruction
given by floor supervisors.
Prepare the room discrepancy list for Front office.
Prepare the VIP amenities list.
Prepare the Min BAR consumption list.
Post mini bar and laundry charges to the respective guest folios.
Prepare monthly sales report for Minibar, Laundry, dry cleaning and any other
miscellaneous sales.
Prepare the missing / broken item register.
Handle the lost and found procedures and all enquiry.
Maintaining the I need it now cupboard.
Changing the room status from Vacant dirty to vacant clean and changing the
room status as per requirement.
Coordinate with Engineering / Maintenance department for room maintenance
issues.
Co-ordinate with Front office department.
Should have complete information related all the rooms in hotel.
Should have information of every staffs, And where they are allotted for the
work. E.g. Staff allocated for Floor 1, public area, pool side, SPA etc.
Give proper handover to the next shift and mention all responsibilities in detail
to next shift staff before leaving.
Assist Housekeeper and Asst. housekeeper for preparing the monthly report
and budgets.
Excellent communication skills with Strong interpersonal and problem solving
abilities. Highly responsible & reliable and also ability to work cohesively with
fellow colleagues.

QUALIFICATIONS REQUIRED
Education High school or equivalent education required. Bachelors Degree
preferred. Experience Two to three years of experience managing entry-level
employees. Minimum two years housekeeping supervisory experience in hotel
industry.
FLOOR SUPERVISOR
Floor Supervisor will be responsible for maintain guestrooms, working areas, and
the hotel premises in general in a clean and orderly manner. Also coordinating
daily housekeeping operations and maintaining the housekeeping operating
standards.
You are also responsible for supervising room attendants to deliver an excellent
Guest satisfaction and experience. On time to time basis may also be required to
assist the Housekeeping Manager in various activities.
Floor Supervisors are store associates who have been tasked to be responsible
for leading and managing associates when no Store or Assistant Manager is
available. Floor Supervisors are responsible for some opening and closing
duties, as well as filling in when no manager is available. Floor Supervisors are
responsible for ensuring that associates provide exceptional customer service,
customer satisfaction, driving sales, building sales skills and product knowledge.

DUTIES AND RESPONSIBILITIES


Responsible for smooth operation of the floor assigned.
Responsible for the performance of floor boys.
Supervise Room Attendants
Organizes and facilitates the room making process.
Daily allocation of rooms and deep cleaning tasks to team members.
Responsible for the cleanliness of guest rooms, corridors and heart of the
house area of the floor.
Checks the occupied and departure rooms, giving special attention to guest
needs.
Ensures that the entire operation is performed as per the laid down standards.
To organize immediately the guest needs under intimation to EHK/Executive.
Manage guest requests, including VIP amenities and communicating them to
the relevant team members
Routine inspection of guest bedrooms to ensure they meet standards.
Aware of all room categories and amenities.
Achieve positive outcomes from guest queries in a timely and efficient manner
Carry out lost and found procedures.
Report maintenance issues to Maintenance/Engineering Department.
Assist Housekeeping Manager with training requirements.
Represent the needs of the team to others in the hotel.
Comply with hotel security, fire regulations and all health and safety legislation.
Assist other departments wherever necessary and maintain good working
relationships.
Responsible for ensuring the store is focused on our customer first philosophy
and ready for business every day.
Greet customers by asking them the magic question: What can I help you find
today?
Resolve customer complaints in a timely and satisfactory manner.
Lead associate team to accomplish store goals.
Work with the Store Manager to ensure the store is properly staffed at all
times.
Maintain record keeping accurately, documenting all necessary items.
Ensure that open/close procedures are followed
Responsible for training on and enforcing all store policies and procedures.
Walk the aisles to ensure all customers are being helped.
Enforces safety policies and procedures; is a safety role model.

QUALIFICATIONS REQUIRED
Three year diploma or degree in hotel Management.
Experience Two to three years of experience managing entry-level employees.
Proven experience of working in a similar role in an upscale organisation.
PUBLIC AREA SUPERVISOR

Public Area Supervisor is responsible for the cleanliness of hotels public areas
including hotel exteriors. He or She also need to train and inspect the
performance of assigned public area attendants ensuring that all procedures are
completed as per the hotel's operating standards.
In charge and supervises cleaning activity of areas including lobby, restaurants,
lounges, SPA, executive offices, pool area, public wash rooms, garden areas,
corridors, pathway, banquets, perimeter of hotel, heart of the house corridors,
locker rooms, staircases etc.
As a Public Area Supervisor you are responsible for all public areas, including
lobby, restaurants, lounges, executive offices, pool area, public washrooms,
garden areas, corridors, pathway, banquets, perimeter of hotel, heart of the
house corridors, locker rooms, staircases etc. and your role will include key
responsibilities such as:

Inform Superiors about any damage or theft, loss to hotel property


Supervise daily the cleaning of hotel public areas
Supervise and coordinate pest control, flowers, plants and periodical cleaning
operations in the area of responsibility
Conduct on-job training to subordinates and maintain all records
Report maintenance defects and follow up with Engineering
Clean public areas in emergency situations
Inspect for cleanliness, proper amenities and maintenance defects
Report all lost and found articles immediately to the desk coordinate.

DUTIES AND RESPONSIBILITIES


The ideal candidate will be a friendly, caring individual with good cross cultures
sensitivity and a concern for quality and an eye for details. You will work well
under pressure in a fast paced environment and enjoy working with a multi-
cultural team and guests alike, while possessing following additional
competencies:

Understanding Hotel Operations


Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results
Supervise and coordinate pest control, flowers, plants and periodical deep
cleaning operations on all area of responsibility.
Maintain complete knowledge of correct maintenance and use of equipment.
Anticipate guest's needs, respond promptly and acknowledge all guests,
however busy and according to time of day.
Monitor and maintain cleanliness, sanitation and organization of assigned work
areas.
Assist where necessary to ensure optimum service to guests.
Clean public areas in emergency situations.
Efficiently manage stock control and the maintenance of all equipment.
Issue supplies/goods to staff at beginning of shift in order to control inventory.
Report all maintenance defects and follow up with Engineering.
Complete work orders forms for equipment maintenance or repairs and submit
to Housekeeping desk control.
Report all lost and found articles immediately to the desk coordinator.
Responsible to Check staff grooming and hygiene.
Complete all paperwork and closing duties before leaving.
Review status of assignments and hand over any follow-up action with on-
coming supervisor.
Informs Management about any damage, theft or loss to hotel property.
Answer inquires to maintain controls and ensure guest satisfaction.
Manage and train Public Area Attendants and other team members to ensure
their performance meets the standards required.

QUALIFICATIONS REQUIRED
Should ideally have a diploma or vocational training in hospitality industry.
Minimum 3 to 4 years work experience as a Public Area Attendant or Asst.
Supervisor within the hotel industry. Computer literacy and previous
experiences using property management systems are an advantage.

HORTICULTURE
Responsible for the general maintenance of the gardens, plants and lawns at the
Hotel. And also maintain the beautification of the lawns and gardens in order to
attract guests to hotels lush and green surroundings.
We are currently seeking for passionate and dynamic guest focused
Housekeeping professionals who pride themselves on their ability to deliver
extraordinary levels of customer service and provide creative solutions to our
guests.

As a Florist you are responsible to prepare all floral decorations for public areas,
restaurants, functions and VIP rooms. You set standards using the highest
quality of material to ensure the flower arrangements have the best possible life
span and your role will include key responsibilities such as:

As a Florist / Floral Designer the primary responsibility is to create innovative


floral dcor and lead floral installation for the hotel lobby, Guest Rooms,
Restaurants, Spa and other public areas. Have a good coordination with the
housekeeping and as well as other department like Front office, F&B Service in
order to cater to their floral requirements.
Also knowledge about a wide range of floral designs, flowers, foliage along with
their seasonal availability and how long they will stay fresh. All designs and
duties are to be performed in accordance with housekeeping department
standard operational policies and procedures.
DUTIES AND RESPONSIBILITIES
The ideal candidate will be a friendly, caring, dedicated individual with good
cross cultural sensitivity and the willingness to put in an extra effort and time
when required. You are creative and innovative with an eye for detail and
esthetic, while possessing following additional competencies:

Understanding the Job


Taking Responsibility
Recognizing Differences
Customer Focus
Customer Focus
Adaptability
Teamwork
1. Able to create visually appealing flower arrangements for hotels daily
requirements.
2. Able to provide specialized design and floral expertise to plan, design and
create floral arrangements for all events in the hotel eg: Weeding, Engagement,
product launch etc.
3. Able to preparing bouquets for guests, lobby centre pieces and other flower
arrangement as per request or memo from both housekeeping and other
departments.
4. Assist with loading or unloading of flowers and props from vehicles as and when
required.
5. Ensure that all designs meet hotels standards and meet or exceed guests
expectations.
6. Ensure that all floral arrangements are within the allocated budget and
deadlines are met for both hotels requirements and guest orders.
7. Ensure proper communication of project status, time lines and delivery
information to guests, bookers, organizers and other departments.
8. All floral orders are updated on the register or sheets and appropriate sign off to
be taken from guest or other departments.
9. Billing / voucher to be done for all guest orders, events and charges to be
posted to the appropriate guest or banquet folio.
10. Responsible for preparing floral containers, required props, floral foams and
floral carts for storage, refrigeration and delivery.
11. Responsible for creating new floral recipes or floral designs.
12. Responsible for ordering flowers, floral products and monitor their arrivals with
the vendors.
13. Responsible for coordination with flower and floral products vendors.
14. Responsible to monitor par stocks and make required requisitions.
15. Responsible for Sorting, organizing, cleaning and restock all supplies.
16. Responsible to water and maintain all in-house plants and floral decorations.
17. Ensure good relations with internal departments, clients and vendors to resolve
issues.
18. Monitor all flower vase inventory and counts for breakage or loss
19. Expedite reorder and new inventory for flower vase, floral foams as and when
needed.
20. Maintain photos of all variety of floral arrangements done as a sample or
catalogue for the guests.
21. Assign projects and lead crews in floral production on-site, maximizing
employee talents and available resources.
22. Stay up to date and current in design trends, floral techniques, props and other
products.
23. Any other duties and tasks in the area assigned by the manager or supervisor.

QULAIFICATIONS REQUIRED
High school diploma or 2 year degree in Floral Design or related field. Basic
computer knowledge.
At least 2 to 4 years of floral design experience preferably in the hospitality
industry.
HOUSE PERSONS

Clean Carpets.

Shift beds, chair, and other heavy furniture.

Cart linen to and from floors.

Clean the swimming floors.

Clean garden paths, such as outdoor surface.

Clear out garbage.

Polish Brassware.

Help room attendants in their work in guest rooms.


Clean fire-fighting equipment.

Clean all doors, windows, and ventilators.

Keep the fire buckets filled with sand.

ROOM ATTENDANTS

Clean and tidy rooms as per the sanitary regulation assigned.

Change guestroom and bathroom linen.

Make guestroom beds.

Replenish Guest supplies.

Answer guest summons promptly.

Be responsible for getting guest laundry processed.

Undertake the evening check at rooms and provide the turndown service.

Check and secure rooms

Hand over to the housekeeper any article which a guest might have left behind

in a room.
Replenish the maids cart with guest supplies, cleaning agents and linen.

TAILORS AND UPHOLSTERY

Mend all damaged linen using methods such as patching.

Mend al damage uniform and alter uniform if required.

Make pads for used matters pads for burnishing of silver.

Stitch pillowcases if required.

Refurnish all damaged upholstery.

Repair guest clothes if damaged.

Estimate the requirement of materials and request the linen room supervisor to

place a requisition at the stores.

Draw material from the stores and take these to the tailoring room.

Pre- shrink material whenever required.


EQUIPMENTS USED IN THE HOTELS

FLAT BED PRESS


EQUIPMENTS USED IN THE HOTELS

HYDRO EXTRACTORS
EQUIPMENTS USED IN THE HOTELS

TUMBLE DRYERS
EQUIPMENTS USED IN THE HOTELS

CALENDERING MACHINE
EQUIPMENTS USED IN THE HOTELS

STEAM PRESS
HOUSEKEEPING (MY EXPERIENCES)
I trained in the bakery from the 23th August till 17th of September. It was a good
experience while I trained in this department. While I was in this department I got
a chance to clean Ronaldinho (is a Brazilian famous footballer) room, Mrs. Liliane
Bettencourt (is creator of one of the worlds largest cosmetics and beauty
companies LOral) room, Mr. Neil Chandler (has been the Chief Executive
Officer of Shop Direct Financial Services at Shop Direct Home Shopping
Limited). Ronaldinho had stayed in the Metropolitan Suite, Mrs. Liliane
Bettencourt had stayed in the Caroline Astor suite, Mr. Chandler had stayed in
the Presidential Suite.

THINGS I LEARNT/OBSERVED IN HOUSEKEEPING

I observed the different types of stock supplies- such as toothpaste, toothbrush,


sewing kit, comb, dental floss, earl grey, green tea, english breakfast, decaf
coffee, shoe bags, shoe mitt, body moisturizer, body shampoo, body
conditioner, water bottle, bed linen, bath sheet, bath math, cotton swabs, luxury
soaps, face towel, bathrobe, bathrugs, St. regis shopping bags, pencils,
staplers, pens, notepads, water tags, dustbin liners.
I observed the different products in the minibar- such as spirits, beers, & wines
(whiskey- 50ml Rs.1000, vodka- 50ml Rs.1000, gin- 50ml Rs.500, rum- 60ml
Rs.500, kingfisher beer- 330ml Rs.350, corona extra beer- 335ml Rs.750, red
wine- 375ml Rs.2000, white wine- 375ml Rs.2000), soft drinks, juices & water
(carbonated soft beverage Rs.2000, packaged fruit juice Rs.200, energy drink
Rs.250, iced tea Rs.300, still water Rs.150, sparkling water Rs.200), eatables (
chips & crisps Rs.175, Haribo star mix Rs.300, Ritter sport chocolate Rs. 350,
mints Rs.350, assorted nuts Rs.450, cheese crackers Rs.650.

I learnt different types of flowers in the housekeeping flower room such as


(anthurium- known as flamingo bird Red/White, amaryllis- known as belladonna
lily Red & White/ Peach, asiatic lily- Red/Yellow/White/Orange, carnations-
Red/white/baby pink/white & maroonish border, cymbidium orchid- cherry
cola/green, delphinium- purple/lavender, gladiolus- red/white/lavender,
hyacinth- purple/white/baby pink, hydrageanas- white/blue/pink, orchids-
pink/white/green, roses- red, tulips- yellow/pink/purple, birds of paradise
(orange)

I observed how to prepare discrepancy report- a report that notes any variance
between housekeeping and front desk room status updates. It often alerts
management to investigate the possibility of skippers. Every 2-3 hours its
updated, printed and then the morning & afternoon report is signed by the
evening DM of the hotel, and the evening & night report is signed by the night
DM.

I learnt the lost and found procedure. How to fill the lost and found slip of both
valuable and non-valuable items. if the guest forgets his/ her valuables in the
hotel/room it is kept here with proper details and security and kept in monthly
order. Its kept at the housekeeping desk for three months, after which the lost
and found slips are signed by the housekeeping manager, and sent for
disposal.
I observed the different types of chemicals used such as R1- for bathroom
cleaner cum sanitizer, R2- hygienic hard surface ( all purpose ), R3- Glass and
mirror, R4- Furniture polish, R5- air freshener, R6- Toilet Cleaner R7- floor
cleaner, R9- bathroom & fittings cleaner.
I observed different types of equipment used in the laundry such as steam
press, calendaring machine, tumble dryers, flat bed press, hydro extractors.
CHEMICALS THAT ARE USED
R1- for bathroom cleaner cum sanitizer, R2- hygienic hard surface ( all purpose ),
R3- Glass and mirror, R4- Furniture polish

R1- Bathroom cleaner R2- Hygienic Hard Surface


cum sanitizer

R3- Glass & Mirror cleaner R4- Furniture Polish


CHEMICALS THAT ARE USED
R5- air freshener, R6- Toilet Cleaner R7- floor cleaner, R9- bathroom & fittings
cleaner.

R5- Air Freshener R6- Toilet Bowl Cleaner

R7- Floor Cleaner R9- Bathroom & Fittings Cleaner


MINIBAR MENU ANTHURIUM

BIRDS OF PARADISE ORCHIDS


FRONT
OFFICE
ORGANIZATION FLOWCHART OF THE FRONT OFIICE DEPARTMENT

General
Manager

Assisstant
Manager

Front Office Night


Manager Auditor

Front Desk Reservatio Switchboard Front Office Unifrom Concierge


Agent ns agent Operator Cashier Service
GENERAL MANAGER

The General manager is responsible for all aspects of operations at the hotel, to
day-to-day staff management and guests. ... Responsible for managing
the Hotels management team (HOD's) and overall hotel targets to deliver an
excellent Guest experience.

The General manager is responsible for all aspects of operations at the hotel, to
day-to-day staff management and guests. He / She should be an ambassador for
the brand and your hotel. Provide leadership and strategic planning to all
departments in support of our service culture, maximized operations and guest
satisfaction. Work Very closely with the hotel owners and other stake holders.

Responsible for managing the Hotels management team (HOD's) and overall
hotel targets to deliver an excellent Guest experience. A General Manager would
also be required to manage between profitability and guest satisfaction
measures.

DUTIES AND RESPONSIBILITIES


Oversee the operations functions of the hotel, as per the Organizational
chart.
Hold regular briefings and meetings with all head of departments.
Ensure full compliance to Hotel operating controls, SOPs, policies,
procedures and service standards.
Lead all key property issues including capital projects, customer service
and refurbishment.
Handling complaints, and oversee the service recovery procedures.
Responsible for the preparation, presentation and subsequent
achievement of the hotel's annual Operating Budget, Marketing & Sales
Plan and Capital Budget.
Manage on-going profitability of the hotel, ensuring revenue and guest
satisfaction targets are met and exceeded.
Ensure all decisions are made in the best interest of the hotels and
management.
Deliver hotel budget goals and set other short and long term strategic
goals for the property.
Developing improvement actions, carry out costs savings.
A strong understanding of P&L statements and the ability to react with
impactful strategies
Closely monitor the hotels business reports on a daily basis and take
decisions accordingly.
Ensure that monthly financial outlooks for Rooms,Food & Beverage,
Admin & General, on target and accurate.
Maximizing room yield and hotels / resort revenue through innovative
sales practices and yield management programs.
Prepare a monthly financial reporting for the owners and stake holders.
Draw up plans and budget (revenues, costs, etc.) for the owners.
Helping in the procurement of operating supplies and equipment, and
contracting with third-party vendors for essential equipments and services.
Act as a final decision maker in hiring a key staffs.
Coordination with HOD's for the execution of all activities and functions.
Overseeing and managing all departments and working closely with
department heads on a daily basis.
Manage and develop the Hotel Executive team to ensure career
progression and development.
Be accountable for responsibilities of department heads and take
ownership of all guest complaints.
Provide effective leadership to hotel team members.
Lead in all aspects of business planning.
Respond to audits to ensure continual improvement is achieved.
Corporate client handling and take part in new client acquisition along with
the sales team whenever required.
Assisting in residential sales as and when required and development with
strong sales prospects.
Responsible for safeguarding the quality of operations both (internal &
external audits).
Responsible for legalization, Occupational Health & Safety Act, fire
regulations and other legal requirements.
QULAIFICATIONS REQUIRED
The ideal candidate is a seasoned and highly intelligent hotel professional with
outstanding, management skills and extensive hands-on experience. Available to
work when needed, including weekends, holidays, and nights.

A university degree in hotel management or a related field with Experience in


opening, managing or re-positioning a hotel with clear track record. Excellent
computer system skills.

At least 15 to 20 years experience in the hospitality industry, with significant


luxury and international experience, ideally including experience in remote
locations. And 5 to 10 years of experience as a General Manager or Asst.
General Manager.

GENERAL MANAGER OF ST.REGIS


ASSISSTANT MANAGER
A hotel assistant general manager manages many different aspects of
the hotel's day-to-day operations. For example, they oversee the housekeeping
of the hotel, the duties of the front office, and the stocking of vending and
beverage machines.

The Assistant General manager is responsible for all aspects of operations at the
hotel and provides support to the General Manager.
Directs and coordinates hotels activities to obtain optimum efficiency and
economy of operations, and maximize full potential with a balanced focus on
hotels mission, guests, employees and owners satisfaction
Monitor supplies and inventory to make sure theyre used properly and efficiently
and that we adhere to the store budget. Assign duties to crew members and
create work schedules. Interview and hire new employees. Direct administrative
activities. Look over financial statements, sales reports and other performance
data to gauge productivity and achieve daily, weekly and monthly sales goals.
Engage in educational opportunities in order to remain up-to-date on the latest
industry techniques, tools and trends. Engage in opportunities that can add to
overall workplace accomplishments.

DUTIES AND RESPONSIBILITIES


Assist the General Manager in his day to day operations.
Assigns duties to HOD's and observers performance to ensure adherence
to hotel policies and established operating procedures.
Provides training to staff and HOD's.
Acts as the hotels public relations director and promotes the property
within the hotel industry, local community and trade associations.
Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS
and RSTS surveys.
Receives and resolved or assists the General manager in resolving guest
complaints and service recovery process.
Selects or assist in the selection of hotel staff and completes all new hire
paper works
Review employee performance and conducts personnel actions such as
disciplinary actions and terminations.
Maintains accurate records including cash flows sheet, guest floor limit,
AR Ageing reports, Direct billing etc.
Assisting General Manager during Morning meetings or conducts the
morning HOD meetings in the absence of General Manager.
Adheres to all franchise and company procedures and regulations as well
as standard operating procedures.
Ensure full compliance to Hotel operating controls, SOPs, policies,
procedures and service standards.
Ensures the objectives and goals of Marriott and property owners work
together to achieve brand positioning and success.
Builds owner loyalty through proactive communication, setting and
managing expectations and delivering solid business results.
Assist GM in key property issues including capital projects, customer
service and refurbishment.
Assist General Manager in wage scale surveys and ensures employee
wages are followed by the company and industry salary guidelines.
Performs daily, weekly and monthly property inspections.
Ensures property, grounds, physical plant and work areas maintained to
standard.
Builds strong working relationships and communications with hotel staff,
HOD's and other departments to ensure maximum operating effectiveness
and fulfilment of special event need.
Cover shifts is all departments as scheduled by the General Manager.
Monitor maintenance progress and FF&E (Furniture, Furnishings, and
Equipment) conditions and provide status report to GM.
Audits on par stock on all areas to make sure that all required hotel
supplies are ordered and stocked in advance of need.
Performs sudden audits on rooms and other operating areas.
Provide effective leadership to hotel team members.
Ensure hotel staff is provided with uniforms and name tags, and upholds
property grooming standards.
Ensures effective, timely and accurate communications flow with regards
to hotel policies and procedures.
Assist the GM in in all aspects of business planning.
Must be available 24/7 in case to respond to any guest or employee
emergencies.
Corporate client handling and take part in new client acquisition along with
the sales team whenever required.
Assisting in residential sales as and when required and development with
strong sales prospects.
Respond to audits to ensure continual improvement is achieved.
All Other duties as assigned by the General Manager or Management.

QUALIFICATIONS REQUIRED

Strong management skills, ability to appropriately assign or delegate work and


authority to others in the accomplishment of goals. And provide coaching, advice
and assistance as required.
Available to work when needed, including weekends, holidays, and nights.
A university degree or diploma in hotel management or a related field with
experience in opening, managing or re-positioning a hotel with clear track record.
Experience in financial accounting, personnel supervision and problem
resolutions is a added advantage. Excellent computer system skills.
At least 5 to 10 years experience in the hospitality industry, with significant luxury
and international experience. And at least 3 to 4 years of experience as a Head
of the development or Asst. General Manager or Executive assistant manager.
FRONT OFFICE MANAGER
Managing and training the concierge, night auditor and team of receptionists.
Ensuring the front desk provides a professional and friendly service for
customers. Dealing with customers, including handling complaints when they
come to the desk.

Directly supervises all front office personnel and ensures proper completion of all
front office duties. Directs and coordinates the activities of the front desk,
reservations, guest services, and telephone areas. Prepare monthly reports and
budget for front office department.

DUTIES AND RESPONSIBILITIES


Trains, cross trains, and retrains all front office personnel.
Participates in the selection of front office personnel.
Schedules the front office staff.
Supervises workload during shifts.
Evaluates the job performance if each front office employee.
Maintains working relationships and communicates with all departments.
Maintains master key control.
Verifies that accurate room status information is maintained and properly
communicated.
Resolves guest problems quickly, efficiently, and courteously.
Updates group information. Maintains, monitors, and prepares group
requirements. Relays information to appropriate personnel.
Reviews and completes credit limit report.
Works within the allocated budget for the front office.
Receives information from the previous shift manger and passes on
pertinent details to the oncoming manager.
Checks cashiers in and out and verifies banks and deposits at the end of
each shift.
Enforces all cash-handling, check-cashing, and credit policies.
Conducts regularly scheduled meetings of front office personnel.
Wears the proper uniform at all times. Requires all front office employees
to wear proper uniforms at all times.
Upholds the hotel's commitment to hospitality.
Prepare performance reports related to front office.
Maximize room revenue and occupancy by reviewing status daily. Analyse
rate variance, monitor credit report and maintain close observation of daily
house count. Monitor selling status of house daily. Ie flash report,
allowance etc.
Monitor high balance guest and take appropriate action.
Ensure implementation of all hotel policies and house rules.
Operate all aspects of Front Office computer system, including software
maintenance, report generation and analysis, and simple configuration
changes.
Prepare revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a
timely and professional manner.
Ensure that employees are, at all times, attentive, friendly, helpful and
courteous to all guests managers and other employees.
Monitor all V.I.P 's special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily front office work and activity reports generated by Night
Audit.
Review Front office log book and Guest feedback forms on a daily basis.
Maintain an organized and comprehensive filing system with
documentation of purchases, vouchering, schedules, forecasts, reports
and tracking logs.
Perform other duties as requested by management.

QULAIFICIATIONS REQUIRED
Minimum two-year college degree. Must be able to read, speak, write, and
understand the primary language used in the workplace. Minimum of one year of
hotel front desk supervisory experience, experience handling cash, accounting
procedures, and general administrative tasks
FRONT DESK AGENT
To assist guest d in all front office-related functions in an efficient, courteous, and
professional manner that maintains high standards of service and hospitality.

he person in this position manages front desk clerks, schedules employees and
handles employee issues before they escalate to upper management. Managers are
expected to handle guest complaints and train front desk staff.

The most noticeable personnel in a hospitality operation.


In many cases, the front desk agent is the first person a guest sees on
entering the property and the last person the guest sees on leaving.
The traditional duties of a front desk agent center on registration.
They determine a guests reservation status and identify how long the guest
needs and wants to stay.
Front desk agents place guest and room information in the appropriate front
desk racks and communicate this information to the appropriate hotel
personnel.
In terms of hotel security, the front desk agents maintain guestroom key
storage, and maintain and supervise access to safety deposit boxes.
Front desk agents also must know how to recognize and respond to
suspicious and emergency situations Finally, front desk agents must be sales-
minded.
Ensure front desk is tidy and has all necessary stationery and material (e.g.
pens, forms and informative leaflets)
Train, supervise and support office staff, including receptionists, security
guards and call center agents
Schedule shifts
Ensure timely and accurate customer service
Handle complaints and specific customers requests
Troubleshoot emergencies
Monitor stock and order office supplies
Ensure proper mail distribution
Prepare and monitor office budget
Keep updated records of office expenses and costs
Ensure companys policies and security requirements are met

QUALIFICATIONS REQUIRED

Minimum two-year college degree. Must be able to read, speak, write, and
understand the primary language used in the workplace. Minimum of one year of
hotel front desk supervisory experience, experience handling cash, accounting
procedures, and general administrative tasks.
RESERVATION AGENT

Responds to communications from guests, travel agents, and referral networks


concerning reservations arriving by mail, telephone, telex, cable, fax, or through
a central reservation system. Creates and maintains reservation records-usually
by date of arrival and alphabetical listing prepares letters of confirmation and
promptly processes any cancellations and modifications.
Additional duties may include preparing the list of expected arrivals for the front
office, assisting in preregistration activities when appropriate, and processing
advance reservation deposits.
The main duty of a Reservation Agent is to assist customers with planning and
booking reservations. This can mean booking a hotel room, a car rental, airplane
tickets, a cruise package or tickets to a show. They may also help plan travel
itineraries by suggesting local tourist attractions and places of interest. They then
process payments and send the details and confirmation to the guest. When
issues arise with reservations, the Reservation Agent is often contacted to sort
out the issues.

DUTIES AND RESPONSIBILITIES


Processes reservations by mail, telephone, telex, cable, fax or central
reservation systems referral.
Processes reservations from the sales office, other hotel departments, and
travel agents.
Knows the type of rooms available as well as their location and layout.
Knows the selling status, rates, and benefits of all packages plans.
Knows the credit policy of the hotel and how to code each reservation.
Creates and maintains reservation records by date of arrival and
alphabetical listing.
Determines room rates based on the selling tactics of the hotel.
Prepares letters of confirmation.
Communicates reservation information to the front desk.
Processes cancellations and modifications and promptly relays this
information to the front desk.
Understands the hotel's policy on guaranteed reservations and no-shows.
Processes advance deposits on reservations.
Tracks future room availabilities on the basis of reservations.
Helps develop room revenue and occupancy forecasts.
Prepares expected arrival list for front office use.
Assists in preregistration activities when appropriate.
Monitors advances deposit requirements.
Handles daily correspondence. Responds to inquiries and makes
reservations as needed.
Makes sure that files are kept up to date.
Maintains a clean and neat appearance and work area at all times.
Promotes goodwill by beings courteous, friendly, and helpful to guests,
mangers, and fellow employees.
Walk around with the client and ensuring that they secure whatever
services they are in need of.
Willing to undertake any reasonable request made by management in any
other areas of the house.
Open and close the availability as and when required of hotel in all the
GDS channels, IDS channels and on the hotel website.
Configuring rates on the hotels property management system.

QULAIFICATION REQUIRED
High school graduate or equivalent. Must speak, read. Write, and understand the
primary language used in the workplace. Must be able to speak and understand
the primary language used by the guests who visits the hotel.
SWICTHBOARD OPERATOR

Operate telephone business systems equipment or switchboards to relay


incoming, outgoing, and interoffice calls. May supply information to callers and
record messages.
Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills
to put callers at ease and obtains accurate, complete information. Answers
incoming calls and directs them to guest rooms through the telephone console or
to hotel personnel or departments.
Takes and distributes messages for guests, provides information on guest
services, and answers inquires about public hotel events.

DUTIES AND RESPONSIBILITIES


Answers incoming calls.
Directs call to guest rooms, staff, or departments through the switchboard
or PBX system.
Places outgoing calls.
Receives guest messages and deliver the same to the guest.
Logs all wake-up call requests and performs wake-up call services.
Provides information about hotel services to guests.
Understand the telephone operator board or PBX switchboard operations.
Provides paging services for hotel guests and employees.
Knows what action to take when an emergency call is required.
Monitors automated systems including fire alarms and telephone
equipment when engineering and maintenance department is closed.
Assists in reporting telephone equipment or service complaints and
problems.
Following telephone etiquette (! Must read).
Trains or assists wit training new telephone operators in performance of
job duties.
To be fully aware of and adhere of health and safety, fire and bomb threat
procedures.
Multitasking abilities will always come in handy, because a switchboard
operator may be asked to do other jobs as well.
Must be polite and courteous while answering the phone.
Open and close telephone functionality on the hotel front office software.
Keep records of calls placed and received by all departments and
recording the call charges.
Setup conference calls in different locations and time zones.
Update directory information on the front office software.
Provide relay service for hearing-impaired guests.
Provides a paging service for hotel guests and employees. Process guest
wake-up calls.

QUALIFICATIONS REQUIRED

High school graduate or equivalent. Must speak, read. Write, and understand the
primary language used in the workplace. Must be able to speak and understand
the primary language used by the guests who visits the hotel.
Previous hotel-related experience desired. Knowledge of centralized telephone
systems. Skills in the operation of telephone equipment. Skills in dealing
diplomatically with the public under stressful conditions. Knowledge of personal
computers and methods of updating databases.
UNIFORMED SERVICE STAFF

Employees who work in the uniformed service department of the hotel generally
provide the most personalized guest service. Taken into consideration the
degree of attention given to the guests by this department, Some Properties refer
these as Uniformed services others simply as Guest service.
While personal in reservations, front desk, and communications areas effect
guest perceptions, it is often personal in uniformed service who make a lasting
impression. Also uniformed service staff are usually classified as "tipped
employees", Since a portion of their income is derived from guests gratuities.
Bell attendants - Persons who provides baggage services between service
between the lobby area and the guest room.
Door attendants - Persons who provide curb-side baggage service and
traffic control at the hotel entrance.
Valet Parking attendants - Persons who provide parking service for guests
automobiles
Transportation personnel - person who provide transportation services for
guests.
Concierges - Person who assist guests by making restaurant reservations,
arranging for transportation, getting tickets for theater, sporting etc.

TYPES OF UNIFORM ATTENDANTS


Bell attendants
Door attendants
Valet Parking Attendants
Transportation Personnel
Concierges
BELL ATTENDANTS

Many Guests arrive at the hotel with heavy baggage or several pieces of
luggage. Guest receive help handling this luggage from probably the best known
employee among the uniformed service staff: the bell attendant.
The selection of the bell attendant has to be done carefully, because most hotels
have carts or baggage trolley for transporting baggage, the physical ability to
actually carry the baggage is nota a critical job qualification. More importantly the
bell desk personals should have strong communication skills and should be able
to give personalized service to each guest.

Transport Guest Luggage to and from guest rooms.

Familiarize guests with the hotels's facilities and services, safety features,

as well as the guest room and in room amenities .

Provide a secure area for guests requiring temporary luggage storage.

Provide information on hotel services and facilities.

Escort guest to guest rooms.

Deliver mail, packages, messages, and special amenities to guest rooms.

Pick up and deliver guest laundry and dry cleaning.

Perform light housekeeping services in lobby and entry areas.

Help guests load and unload their luggage in the absence of a door

attendant.

Help guest with special challenges or disabilities


DOOR ATTENDANTS

Door attendants play a role similar to bell attendants, they are dedicated to
welcoming the guest to the hotel, They are generally found in the hotels offering
world class service / Luxury hotels / with 5 Star classification.
A Skilled and experienced door attendant learns the names of frequent guests.
When these guests return to the hotel, the door attendant is able to greet them
by name and can introduce them to other front office staff. Such personal service
enhances the reputation of the hotel and provides the guest with a unique
experience.

Opening hotel doors and assisting guests upon arrival.

Helping guests and unload luggage from vehicles.

Escorting guests to the hotel registration area.

Controlling vehicle traffic flow and safety at the hotel entrance.

Hailing taxis, upon request.

Assisting with valet parking services.

Performing light housekeeping services in the lobby and entry area .


VALET PARKING ATTENDANTS

Valet Parking is generally available at hotels offering world-class, Luxury or 5


Star service. Specially trained employees should park guest and visitors cars.
The personal attention and security of valet parking service is considered both a
luxury and a convenience.

Guest do not have to worry about finding a parking space, walking to the hotel in
inclement weather, or finding their vehicles in the parking lot. Some hotels charge
for these service. Hotels generally charge a higher fee for valet parking than for
self-parking. In addition to paying the higher fee for valet parking, guests are
also likely to tip the Valet parking attendant for his service.

Valet parking attendants are also responsible for the security of vehicles being
moved to and from the hotel entrance. Attendants should not take a car into their
care without issuing a receipt to the guest. Usually in the form of a ticket.

Vehicles keys must be kept in a secure area, and only issued by qualified
personal. Cars should be only returned to the guests when they return the receipt
or ticket issued by the attendant before they can receive their keys. If a Key is
lost or given to the wrong person, the vehicle can be rendered inoperable or
considered stolen and the hotel may be held financially responsible for the same.
TRANSPORTATION PERSONNEL

Transportation personal or Divers must be well trained and properly licensed to


operate the vehicle. Since these drivers are sometimes the first contact the guest
will have with the hotel, it is important for them to be polite, efficient, and
knowledgeable about the property. Drivers should also offer according to the
weather hot /cold towels and packaged drinking water to the guest. It is generally
customary for drivers to provide some information about the hotel while in transit,
either through a live spoken presentation or a pre-recorded audio tape.

Drivers should also help guests entering and exiting the vehicle. An
experienced drivers efficiently and carefully loads guest luggage into the van.
Drivers should also inform the hotel before the guests reaches the hotel. This
allows the hotels to prepare and keep ready the check in procedures before the
guest arrival at the hotel.
CONCIERGE

In the distant past the concierge was the castle doorkeeper. A concierge's job
was to ensure that all castle occupants were secure in their rooms at night.
Travelling royalty often were accompanied by a concierge who provides security,
finalize food and lodging arrangements etc. As hotels became more common in
Europe, the concierge eventually became part of the staff that provides
personalized guest services. It is not uncommon to find concierge at world class
or luxury hotel.

Concierge may be easily identified by the prominent gold crossed keys displayed
on their jacket lapel. To earn these keys, a concierge must be certified by the
international association of concierges, known as Les Clefs d'Or ( Golden Keys).

Concierge may provide custom services to hotel guests. Duties include making
reservations for dining; securing tickets for theatre and sporting events; arranging
for transportation; and providing information on cultural events and local
attractions. Concierges are known for their resourcefulness. Getting tickets to
sold-out concerts or making last minute dinner reservations at a crowded
restaurant are part of a concierge's responsibility and reputation. Finally a Highly
reputed concierge should speak several Languages.
NIGHT AUDITOR

Front office accounting records must be checked for accuracy, summarized, and
compiled on a daily basis for the hotels financial records. Traditionally, these
tasks are conducted at the close of the business day during the hotels night shift.
This process is referred to as the night audit, and the employee handling these
tasks as the night auditor.

Night auditors must be skilled record keepers since the job requires them to track
room revenues, occupancy percentages, and other front office operating
statistics. A summary of cash, check, and credit card activities must also be
prepared. These data reflect the hotels financial performance for the day. The
hotels accounting division uses night audit data to determine the propertys daily
profile.

Typically, night auditors post room charges and room taxes to guest accounts
including guest transactions not posted during the day by the front office cashier.
Night auditors process guest charges vouchers and credit card vouchers. Also
among a night auditors duties is the verification of all account postings and
balances made during the day by front desk cashiers and agents. Night auditors
monitor the current status of coupon, discount and other promotional programs.
The Night Auditor is responsible for balancing the revenue and expense
transactions, which occurred during the day at the hotel.
GUEST RELATIVE EXECUTIVE

Attend to guests courteously and deal promptly with their requests and
queries. Have Detailed information about the hotel and city. Check on VIP
guest movements, complete their pre-registration formalities.
Allocate rooms to all arriving guests after checking the guest preferences.
Collect guest feedback forms and do any possible first hand service
recovery steps.

DUTIES AND RESPONSIBILITIES


Welcome guests during check-in and giving a found farewell to guest
while checkout.
Handling guest complaints and concerns in an efficient and timely manner.
Overseeing VIP guests, arrivals and departures.
Coordinating and multi-tasking job duties in a busy environment.
Should possess detailed information about the Hotel, city as well as the
competition.
Detailed information regarding arrivals and room requirements.
Have up to date information on daily room occupancy
Providing excellent customer service as per hotel standards.
Greeting guests as they enter and exit the hotel.
Providing information regarding the Hotel, town attractions, activities etc.
Check on VIP reservations, complete their pre-registration formalities.
Allocate rooms to all arriving guests.
Maintain up-to date information on room rates, current promotions, offers
and packages
Maintain all guest folios in the manner instructed and type out necessary
guest likes and dislikes to the appropriate fields on the profile.
Co-ordinate with housekeeping for clearing of rooms.
Collect Guest feedback during guest departure along with his likes and
dislikes.
Perform basic cashier activities as and when required.
Maintain guest lockers for safe custody.
Ensure that all check-ins and check-outs are handled smoothly without
unnecessary delay or discomfort to any guest.
Give proper and complete handover to the next shift
Should be able to handle all guests without bias or prejudice.
Follow the house rules and policies laid down by the management.
Adhere to strict staff grooming and hygiene standards.
Consciously and continuously strive to better his/ her skills and increase
his/ her knowledge.
Good command of the English language is essential, both written and
verbal
Must possess strong organization time management skills, attention to
detail.
Must be guest service focused and a team player.
Positive attitude and outgoing personality is essential.
Must be able to work shifts - days, evenings, weekends and holidays.
Ability to relate well to Hotel guests and employees.
Professional in demoneaur and presentation.
Personable, enthusiastic, self-motivated and able to work independently.
Observant, discriminating and detail-oriented
Ability to understand and carry out oral and written instructions and
request clarification when needed.
Strong interpersonal and organizational skills.
Able to work morning, evening, weekend, holiday, and overnight shifts.

QUALIFICATIONS REQUIRED
Must be able to read, speak, write, and understand the primary language used in
the workplace. His/her behavior and personal appearance will always be geared
to the objective of being an example to all other staff within the Hotel. He/she will
strive to use a polite language and well-groomed in his/her relation with the Hotel
guests, colleagues and staff.
Two years of Front Office experience, Minimum of one year of hotel front desk
supervisory experience, experience handling cash, accounting procedures, and
general administrative tasks, Additional languages spoken would be an asset.
DUTY MANAGER

Duty Managers typically handle the security, customer service and some
management concerns of an organization. Industries in which they operate
include hotels, stores and fitness clubs. These managers oversee the
maintenance and overall safety procedures of the premise. Managers often liaise
or meet with other executives or managers.
Duty managers earn good salaries. Their remuneration may vary depending on
the location, size and type of company. They work long hours that are dictated by
the responsibilities they have.

DUTIES AND RESPONSIBILITIES

Greets the VIP guests of the hotel, as discussed by the front office
manager, performs various services for the VIP guests.
Assists in VIPs arrival departure in absence of guest relation officers.
Checks cleanliness of lobby and public areas, lights and as well as front
office staff in proper and orderly appearance and behavior.
Checks cleanliness of lobby and public areas, lights and as well as front
office staff in proper and orderly appearance and behavior.
Checks on registration cards of arriving guests and ensures all information
should be filled on each cards either by Guest Relation Officers or the
guests.
Assists in sending guest messages or faxes
Assists in handling room lock problems
Prepares and checks for VIPs arrival and escorts guests to the rooms.
Gives the instructions to the Night receptions, during the high occupancy
periods, regarding; walk-in guests and release room blocked because of
no shows.
Checks on registration cards of arriving guests and ensures all information
should be filled on each cards either by Guest Relation Officers or the
guests.
CASHIER
Posts revenue center charges to guest accounts, Receives Payments from guest
accounts at check-out. Coordinates the billing of credit card and direct-billed
guest accounts with the accounting division.
All guest accounts are balanced by the cashier at the close of each shift. He /
She normally entails answering guest inquiries regarding fees and services.

DUTIES AND RESPONSIBILITIES


1. Operates front office posting software.
2. Obtains the house bank and keeps it balanced.
3. Completes cashier pre-shift supply checklist.
4. Completes guest check-in procedures.
5. Clarifies customers question or concerns about the charges on their bills.
6. Maintains adequate supplies of outlet stationery for cashiers.
7. Assists with distribution of month end reports as directed by accounts or
front office manager.
8. Attends meetings as required.
9. Maintains a track of all high balance guests.
10. Check and follow up on all bills on hold.
11. Check the billing instructions are correct for all expected departure guesta
sns setup required auto routing or auto transfer on the PMS / Guest folio.
12. Give on the Job training for new staffs.
13. May also perform a variety of banking services for guests, Such as check
cashing and foreign currency exchange.
14. Follow up on all deposit dues / deposit to be paid.
15. Post charges to guest accounts.
16. Handles paid-outs.
17. Transfer guest balances to other accounts as required.
18. Cashes checks for guests following the approval policy.
19. Completes guest check-out procedures.
20. Settles guest accounts.
21. Dispenses guest records after the guest checkout
22. Handles cash, travelers cheque, credit cards and direct billing requests
properly.
23. Front office cashiers assume responsibility for any cash used in
processing front desk transactions.
24. Posts non-guest ledger payments.
25. Makes discount adjustments.
26. Disperses guest record upon check-out.
27. Balances department totals at the close of the shift.
28. Balances cash at the close of the shift.
29. Manages safe deposit boxes.
30. Assists Front desk staff on check in as and when required.

QUALIFICATIONS REQUIRED

High school graduate or equivalent. Must speak, read. Write, and understand the
primary language used in the workplace. Good presentation and team worker.
Previous hotel-related experience desired, Experience in operating hotel front
office software.
SIARWOODS BRANDS

SHERATON

WESTIN

THE LUXURY COLLECTION

FOUR POINTS BY SHERATON

W HOTELS

ST. REGIS

Le MERIDIEN

ALOFT

ELEMENT

TRIBUTE PORTFOLIO

DESIGN HOTEL
HISTORY

Starwood was formed in 1991,

Starwood bought its first hotel in 1993,

In 1998 Starwood acquired Westin and IIT Sheraton,

Westin Brand was found in 1930,

Sheraton was found in 1937,

In 1998 Starwood open its first St. Regis Hotel,

In 2000 Starwood launched Four Points by Sheraton,

In 2005 Starwood acquired Le Meridian Hotels,

In 2006 Starwood launched Aloft and Element Brands,

Starwood is now focusing on developing strengthening and innovating its worlds

class Brands,

In 2015 Starwood launched 10 brands tribute portfolio.


STARWOOD PREFERRED GUEST
Earn, redeem and enjoy the benefits at any of our more than 1,300 hotels and
resorts across eleven distinctive brands including St. Regis, W hotels, Westin
Hotel in nearly 100 countries. Unique portfolio offers the best luxury brands in the
world with even better rewards. More luxury, more destinations means more
ways to get the rewards you want, when you want them. SPG gives the richest
elite benefits in the industry, including the opportunity to achieve Gold or
Platinum status for life.

STARWOOD PREFERRED GUEST BENEFITS

GOLD

10 stays/ 25 nights
Earn 3 Star points
4pm late checkout
Free internet or welcome beverage

PLATINUM
25 stays/50 nights
Earn 6 Star points
4 pm late checkout
Upgrades (suites available)
Bonus points Continental Breakfast

SPG 50 nights: 10 suite night awards confirmed in advance


SPG 75 nights: 4 Points
SPG 100 nights: free concierge services.
STARWOOD HOTELS
Starwood Hotels and Resorts Worldwide, LLC is a subsidiary of Marriott
International. Prior to its merger with Marriott, it was an American hotel and
leisure company headquartered in Stamford, Connecticut. It was one of the
world's largest hotel companies that owns, operates, franchises and manages
hotels, resorts, spas, residences, and vacation ownership properties under its 11
owned brands. As of 1 December 2014, Starwood Hotels and Resorts owned,
managed, or franchised over 1,200 properties employing over 180,400 people, of
whom approximately 26% were employed in the United States.

On November 16, 2015, Marriott International announced that it would purchase


Starwood Hotels and Resorts for $13.6 billion, creating the world's largest hotel
chain once the deal closed. The merger was finalized on September 23, 2016
after gaining the final approval from the American authorities. After the
acquisition by Marriott was approved, the Starwood Preferred Guest program
announced that it would provide reciprocal benefits with Marriott's guest reward
program. The two programs will be merged under a single brand in the future.
FRONT OFFICE (MY EXPERIENCES)
th th
I trained in this department from 10 to 15 October. I didnt get to learn much as
I trained only for 5 days, but I observed a lot & its was a different experience. I
was training in the BSD department wherein I had to take guests requests to the
room and also escorting guests to the room, and also doing floor rounds to check
if any the BSD items are found on top by housekeeping staff after guest usage. I
filled hotlogs ( these are records written by BSD call taker when they took the call
& mentions the guest name as well as the item that was sent on top), so I had to
enter this on computer on a starwood site. I filled C-Forms as well on the
computer.

THINGS I LEARNT/OBSERVED IN FRONT OFFICE

I observed I observed the verbiage that is used to greet the guest/guest


request- if a guest request then the verbiage is ( good evening (guest name
that shows on the computer)Thank you for calling the butler service desk ..
How may I help you/be of youre assistance ?, if a guest has called up for an
enquiry regarding the hotel and the call gets transferred by default to BSD
then the verbiage is ( thank you for calling the St. Regis Mumbai, this is
(name of the person who has received the call), how may I be of youre
assistance.?), and if the call has to be transferred to another department (If
you allow me to please connect the call to the concerned department, my
colleague will assist you with the same, Thank you )
I observed the various documents filled such as medical disclaimer, hot logs,
wake-up call sheet, an apology letter, bell desk (arrival & departure) errand
card, concierge- parcel/message letter, C-forms
I observed the different policies such as check-in/check-out policy, age
requirement policy, early arrival/departure policy, late checkout policy, extra
bed policy, alcohol policy. room tariffs, room types.
TYPES OF ROOMS

DELUXE ROOMS-104 rooms

Our spacious Deluxe, located between the 12th and 24th floors, introduce
breathtaking views through wall-to-wall windows. Deluxe Rooms survey
Mumbai's majestic cityscape, while Grand Deluxe Rooms overlook the city, horse
racetrack, and scintillating Arabian Sea, stretching to the horizon. Eclectic, yet
harmonious dcor that blends classic and contemporary elegance infused with
local influences. Traditional Rajasthani work adorns textured walls and unites
with natural tones and regal gold, bronze, and crimson accents.

About This Room

Dining for Three


Disability Accessible Rooms Available
Connecting Rooms Available
City or Arabian Sea and Horse Racetrack Views
12th to 24th Floor Location

CHARGE- 15,190 per night.


TYPES OF ROOMS

GRAND DELUXE ROOMS- 103 rooms

Our spacious Grand Deluxe, located between the 12th and 24th floors, introduce
breathtaking views through wall-to-wall windows. Deluxe Rooms survey
Mumbai's majestic cityscape, while Grand Deluxe Rooms overlook the city, horse
racetrack, and scintillating Arabian Sea, stretching to the horizon. Eclectic, yet
harmonious dcor that blends classic and contemporary elegance infused with
local influences. Traditional Rajasthani work adorns textured walls and unites
with natural tones and regal gold, bronze, and crimson accents

About This Room

Dining for Three


Disability Accessible Rooms Available
Connecting Rooms Available
City or Arabian Sea and Horse Racetrack Views
12th to 24th Floor Location

CHARGE- 15,190 per night.


TYPES OF ROOMS

PREMIERE ROOMS- 122 rooms


Perched on the 25th to 28th floors, our spacious Premier Rooms introduce captivating
views of Mumbai's majestic cityscape or the adjacent horse racetrack and scintillating
Arabian Sea through wall-to-wall windows. Eclectic, yet harmonious dcor that blends
classic and contemporary elegance infused with local influences. Traditional Rajasthani
tikri work adorns textured walls and unites with natural tones and regal gold, bronze,
and crimson accents. Layered ceilings with track lighting enhance the gracious interior.

About This Room

Connecting Rooms Available


City or Arabian Sea and Horse Racetrack Views
25th to 28th Floor Location
Dining for Three

CHARGE- 19,000 per night.


TYPES OF ROOMS

SUITES- 25 rooms
Compelling in name and dcor, our one-bedroom Specialty Suites include both
St. Regis Suites and Caroline Astor Suitesboth of which welcome guests with
wall-to-wall windows overlooking either Mumbai or the adjacent horse racetrack
and Arabian Sea. St. Regis Suites are located on floors 12 to 24, while Caroline
Astor Suites are perched on floors 25 to 28.

ABOUT THIS ROOM

Airport Concierge
One Way Airport Transfer
St. Regis Butler Service:In-Room Features:
Unpacking & Packing
Beverage Service
Garment Pressing (2 daily on a non-cumulative basis)
eButler
40 LED with local and international channels
En Suite Bathroom
Remde Spa Bath & Personal Care
iPod Docks
Mini Bar
Turndown Service
Executive Writing Desk
Access to The St. Regis Athletic Club (24 hours) and Swimming Pool
Breakfast at Seven Kitchens / Private Dining
Cocktail Hours at Luna Nudo (6:00 PM to 8:00 PM)
Meeting Room (2 hours, subject to availability)
Afternoon Tea at The Drawing Room
Mumbai Mary Experience
Turn Down Amenity
Late Check-Out (Subject to Availability)
Complimentary WiFi
CHARGE- 24,000 per night
TYPES OF ROOMS

METROPOLITIAN SUITES- 25 rooms


The Metropolitan Suite exudes comfort and style making it the ideal choice of
stay for both the business and leisure traveler. The Suite includes a large master
bedroom with a king-size bed, an elegantly appointed bathroom with a soaking
tub and a walk-in closet. The Living Room is dotted with contemporary
furnishings and design. Additionally, there is a spacious formal dining area
serviced by a deluxe kitchen. In-Suite automation for audio, video, lighting and
curtains set the standard for ease of customization and control. (1453 square feet
/ 135 square meters)

ABOUT THIS ROOM

Airport Concierge
Two Way Airport Transfer
St. Regis Butler Service:In-Room Features:
Unpacking & Packing
Beverage Service
Garment Pressing (2 daily on a non-cumulative basis)
eButler
40 LED with local and international channels
En Suite Bathroom
Remde Spa Bath & Personal Care
iPod Docks
Mini Bar
Turndown Service
Executive Writing Desk
Access to The St. Regis Athletic Club (24 hours) and Swimming Pool
Breakfast at Seven Kitchens / Private Dining
Beverage Service
Garment Pressing (2 pieces on non- cumulative basis)
Laundry Service (2 pieces on non- cumulative basis)
Cocktail Hours at Luna Nudo (6:00 PM to 8:00 PM)
Meeting Room (2 hours, subject to availability)
Afternoon Tea at The Drawing Room
Mumbai Mary Experience
Turn Down Amenity
Late Check-Out (Subject to Availability)
Complimentary WiFi

CHARGE- 450,000 Per Night


TYPES OF ROOM

PRESIDENTIAL SUITES- 1 room


Unrivaled in grandeur, our Presidential Suite represents Mumbai's premier
expression of timeless refinement and regal heritage. A veritable jewel, it is
perched on the hotels top floor, providing an unrivaled panorama of the
shimmering cityscape through wall-to-wall windows.

About this room

Fax/Copier/Printer
Unpacking and Packing Services
Three LCD TVs
CD/DVD Player
Walk-in Wardrobe
Connecting Rooms Available
Whirlpool Bathtub
Kitchenette and Bar
Wine Cellar
Guest Powder Room
Dining for 10
Upper Floor Location
One-Way Airport Transfer
Airport Concierge
Study
Panoramic City Views
Bathroom Television
Exclusive Experiences at Signature Restaurants
Two-hour Meeting Room Use

Airport Concierge
Two Way Airport Transfer
St. Regis Butler Service:In-Room Features:
Unpacking & Packing
Beverage Service
Garment Pressing (2 daily on a non-cumulative basis)
eButler
40 LED with local and international channels
En Suite Bathroom
Breakfast at Seven Kitchens / Private Dining
Beverage Service
Garment Pressing (2 pieces on non- cumulative basis)
Laundry Service (2 pieces on non- cumulative basis)
Cocktail Hours at Luna Nudo (6:00 PM to 8:00 PM)
Meeting Room (2 hours, subject to availability)
Afternoon Tea at The Drawing Room
Mumbai Mary Experience
Turn Down Amenity
Late Check-Out (Subject to Availability)
Complimentary WiFi

COST PER NIGHT- 450,000 Per Night


TYPES OF ROOMS

RESIDENTAL ROOMS- 39 ROOMS


Our two-bedroom Residential Apartments invite guests to make Mumbai home-
away-from-home. Infused with the regal essence of Mumbai and the renowned
refinement of St. Regis, they also offer panoramic views of the shimmering
Arabian Sea or glittering city through wall-to-wall windows. Ornate chandeliers
illuminate bespoke furniture and fixtures, including intricate marble inlays, and
soothing natural tones and textures pair with gold, bronze, and indigo accents.

ABOUT THIS ROOM

Two Full Bathrooms


Guest Powder Room
In-Room Safe
Dining for Six
Study
Two Bedrooms
City or Arabian Sea and Horse Racetrack Views
Discounted 24-hour Laundry and Dry Cleaning Service
Modular Kitchenette
Wine Cellar
Personalized Stationary
1 BHK APARTMENTS

2 BHK APARTMENTS

2 LARGE BHK APARTMENTS


TYPES OF DOCUMENTS USED IN FRONT OFFICE

APOLOGY LETTER
Guests staying at the hotel occasionally be disappointed or may find fault with
service or facilities at the hotel.
Hotel management should be attentive to guests with complaints and seek a
timely and satisfactory resolution to the problem and also send a personalized
apology letters to the guest via email/fax/mail as part of the service recovery
process in hotels.

Hotel Apology letter - Service issues


Hotel Apology letter - walk guest to another hotel
Hotel Apology letter - False Fire Alarm
Hotel Apology letter - Pest control issue
Hotel Apology letter - Software Change / PMS Migration

WAKE-UP LIST REPORT USED IN FRONT OFFICE

Sample Format of wake-up call report used in front office operations. Report
should have fields like Guest name, Room Number, Wakeup date, wakeup time,
Special request, reminder call, wakeup call performed by, Remarks etc.

HOTEL GUEST AIRPORT PICK-UP/ DROP

This report is used by the Travel desk / Concierge to arrange pick up and drops
for the hotel guests.
Report contains fields like Guest Name, Company Name, Arrival Flight no, ETA ,
Departure Flight No., ETD , Guest mobile number, Special requests etc.

ARRIVAL REPORT USED IN HOTELS

An arrival report used in to check the Expected guest arrivals to the hotels on any
given date.
This report is to be designed to give arrival guest details like, Arrival Date, Arrival
time, room blocked, VIP code, Any special guest specific request or room
specific requests etc.
FOOD
PRODUCTION
CHEF HIMANSHU TANEJA
( DIRECTOR OF CULINARY )

CHEF SHI XILIN

( EXECUTIVE CHEF AT THE MEKONG )


INTRODUCTION
Food processing is the transformation of cooked ingredients, by physical or
chemical means into food, or of food into other forms. Food processing combines
raw food ingredients to produce marketable food products that can be easily
prepared and served by the consumer. Food processing typically involves
activities such as mincing and macerating, liquefaction, emulsification,
and cooking(such as boiling, broiling, frying, or grilling); pickling, pasteurization,
and many other kinds of preservation; and canning or other packaging. (Primary-
processing such as dicing, slicing, freezing or drying when leading to secondary
products are also included.) Food Production Workers work in various facilities
serving food and are mainly responsible for preparing meals. Some usual work
duties these employees perform are receiving food items, storing food properly,
operating food processing equipment, maintaining supplies, mixing ingredients,
and assessing food items quality.
FLOWCHART ORGANIZATION OF THE KITCHEN DEPARTMENT

Director of
culinary

Executive Executive
chef pastry chef

CHinese Italian Sous Indian Sous Conti Sous Cold Kitchen Pastry Sous
Sous CHef Chef Chef Chef Sous Chef chef

CDP CDP CDP CDP CDP CDP

Commis 3 Commis 3 Commis 3 Commis 3 Commis 3 Commis 3

Commis 2 Commis 2 Commis 2 Commis 2 commis 2 Commis 2

Commis 1 Commis 1 Commis 1 Commis 1 Commis 1 Commis 1

Apprentice Apprentice Apprentice Apprentice Apprentice Apprentice


DIRECTOR OF CULINARY
The St. Regis Mumbai has appointed Himanshu Taneja as Culinary Director. He
was recently with JW Marriott Juhu as executive chef overseeing all operations of
the culinary team and helming successful venue launches at the hotel.

An alumnus of Trivandrums IHM, Taneja has worked with several leading Indian
and international hotel chains in the country during his 17-year long career. He
has been lauded for his culinary expertise with various awards, including Chef of
the Year Award 2015 by Hotelier India, Chef of the Year 2016 by EazyDiner
Foodie Awards, Global Executive Chef of the Year 2015 by JW Brand and
Asia Pacific Chef of the year 2015.

A Culinary Director provides support for a multi-unit dining service for


approximately 20 locations. A Culinary Director has to be energetic and
passionate. The Culinary Director is responsible for all culinary activities for the
multi-unit dining services. This position will oversee all culinary activity within the
kitchen and food related areas of our operations, train personnel, plan menus,
manage efficiencies in food production, oversee product purchasing, participate
in new account sales, and manage culinary budgets.

DUTIES AND RESPONSIBILITIES

Make regular inspections of units to observe and evaluate food production


efficiencies and food quality, maintain superior levels in service and meal
execution; monitor food appearance; uphold CTY standards for cleanliness
and sanitation of all production and service areas, uphold the proper use and
safety standards of food related equipment and preserve our company
standard for employee appearance.
Develop and coordinate all training activities for employees essential to
culinary driven positions, including the identification and analysis of training
needs and the design and implementation of programs to address these
deficiencies.
Develop recipe standards and portion specifications in accordance with CTY
company philosophy and unit specific tastes. Cataloged recipes shall include
step by step instructions, finished product photo, product specifications, and
recipe cost.
Coordinate and oversee menu planning activities to include the determination
of purchasing specifications and menu related recipe support. Capture the
significance of using of seasonal food products through training and menu
development.
Enhance food action stations and themed meals. Develop proprietary CTY
branding food action stations concepts.
Collaborate with Director of Nutrition Education to heighten CTY Nutrition
Education programs.
Establish procurement channels to cost effectively source and sustain local
foods. Feature local products through recipe develop and education training.
Assist operation and catering managers as requested in areas such as plate
presentation, special event catering menu planning and the design of new
service areas.
Prepare operational reports and analyses setting forth progress and adverse
trends and make appropriate recommendations.
Assist in recruiting culinary talent.
Perform other related duties incidental to the work described herein.
Strategic Thinking.
Business Acumen.
Thoroughness.
Be proactive and positive; interact professionally with a diverse group of
associates, peers, managers, suppliers, clients and customers
A demonstrated ability to assess and grow: people, operations and revenue
Communication Proficiency.
Presentation Skills.
This position manages all employees of the department and is responsible for
the performance management and hiring of the employees within that
department.

QUALIFICATION REQUIRED

Bachelor's degree with major concentration in food preparation, management,


nutrition or related field.
Four years of progressive experience in high-volume food production or
catering, or an equivalent combination of relevant education and/or
experience.
EXECUTIVE CHEF

Responsible for the consistent preparation of innovative and creative cuisine of


the highest quality, presentation and flavor for the dining rooms, banquets and
other food facilities, resulting in outstanding guest satisfaction.
Additionally responsible for the smooth running of the kitchen and manage areas
of profit, stock, wastage control, hygiene practices and training within the kitchen.

DUTIES AND RESPONSIBILITIES


Trains, develops and motivates supervisors and culinary staff to meet and
exceed established food preparation standards on a consistent basis.

Teaches preparation according to well defined recipes and follows up and


discusses ways of constantly improving the cuisine at the property.

Display exceptional leadership by providing a positive work environment,


counselling employees as appropriate and demonstrating a dedicated and
professional approach to management.

Should be able to provide direction for all day-to-day operations in the


kitchen.

Understand employee positions well enough to perform duties in employees'


absence or determine appropriate replacement to fill gaps.

Provides guidance and direction to subordinates, including setting


performance standards and monitoring performance.

Utilizes interpersonal and communication skills to lead, influence, and kitchen


staff.

He should advocate sound financial/business decision making, demonstrates


honesty, integrity and also leads by example.

Provides and supports service behaviors that are above and beyond for
customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand


guest needs, providing guidance, feedback, and individual coaching when
needed.

Delegates as appropriate to develop supervisors and subordinates to accept


responsibility and meet clearly defined goals and objectives.
Reviews staffing levels to ensure that guest service, operational needs and
financial objectives are met.

Actively involves in menu development and maintaining updated and accurate


costing of all dishes prepared and sold in the Food and Beverage operation.

Determines how food should be presented, and create decorative food


displays.

Recognizes superior quality products, presentations and flavour.

Ensures compliance with food handling and sanitation standards.

Follows proper handling and right temperature of all food products.

Ensures all equipment in the kitchen is properly maintained and in working


order in accordance with local Health department and hotel standards.

Reviews GSTS and RSTS comment cards for guest satisfaction results and
other data to identify areas of improvement.

Coordinates with the purchase department for acquisition of needed goods


and services.

Ensure all products are prepared in a consistent manner and meet


departmental appearance/quality standards.

Ensure proper grooming and hygiene standards for all kitchen staffs.

Ensures all kitchen employees maintain required food handling and sanitation
certifications.

Ensure proper purchasing, receiving and food storage standards in the


kitchen.

Interacts with guests to obtain feedback on food quality, presentation and


service levels.

Actively responds to and handles guest problems and complaints.

Maintain Quality levels of receiving, storage, production and presentation of


food.

Ensure sufficient staffing levels are scheduled to accommodate business


demands.

Follows and enforces all applicable safety procedures specified for kitchen
and food servers.
Discuss daily food cost reports with key kitchen and F&B team members.

Review weekly and monthly schedules to meet forecast and budget.

Attend the daily morning meetings and other administrative sessions.

Identifies the developmental needs of kitchen staffs and provide coaching,


mentoring, and also helping them to improve their knowledge or skills.

Trains kitchen associates on the fundamentals of good cooking and excellent


plate presentations. Also interview and hire new applicants for kitchen.

Frequently review finished products for quality and presentation before the
orders are send to guest.

Able to perform additional duties as requested by the hotel management as


and when required.

Ensures disciplinary procedures and documentation are completed according


to hotel operational Standard and Management Policy.

QULAIFICATION REQUIRED
Able to demonstrate excellent written and verbal communication in English.
Proficiency with computers and computer programs, including Microsoft
Word, Excel and Outlook.
3 Year Hospitality Management or equivalent Culinary university degree.
With a minimum of two years experiences in a similar capacity / function in an
international five star hotel with strong background in HACCP procedures and
application.
SOUS CHEF
The Sous Chef is responsible to assist the Executive Chef for overall kitchen
operation as a successful independent profit center, ensuring maximum guest
satisfaction, through planning, organizing, directing, and controlling the Kitchen
operation and administration.
Exhibits culinary talents by personally performing tasks while assisting in leading
the staff and managing all food related functions. Also Assists in supervising all
kitchen areas to ensure a consistent, high quality product is produced.

DUTIES AND RESPONSIBILITIES


Interacts with guests to obtain feedback on product quality and service levels.

Responds to and handles guest problems and complaints.

Able to make recommendations to the Executive Chef regarding succession


planning.

To be aware of all financial budgets and goals.

To ensure that guests are always receiving an exceptional dining experience


representing true value for money.

Ensure that all recipes and product yields are accurately costed and reviewed
regularly.

Ensure that all food items are prepared as per standard recipe cards whilst
maintaining portion control and minimizing waste.

Ensure that food stock levels within the culinary department areas are of
sufficient quantity and quality in relevance to the hotel occupancy and
function forecasts.

Ensure that associate meals and associate dining services are of a


consistently high standard.

Ensure that chefs are always in clean tidy uniforms and are always
presentable to be in guest view.

Ensure that all food preparation equipment is being used safety and correctly
and that it is cleaned and maintained.

Ensure that all culinary operations manuals are prepared and updated.

Ensure that the Departments overall operational budgets are strictly adhered
too.
Ensure that the culinary department adheres to all company and hotel policies
and procedures.

Ensure that a consistent first class product of the highest quality is achieved
and maintained in all culinary areas, whilst adhering to operational deadlines.

Ensure that meetings are well planned and results-orientated.

Creative menu planning and correct food preparation for each outlets
including banquets.

To work in close conjunction with the Food and Beverage Manager and
respective & teams, to create a yearly marketing Plan for the outlet.

Ensure that all relevant banquet set-ups are prepared ahead of guests arrival
and in adherence with hotel standards.

Be aware of new items, which are introduced onto the market and keep up
with the lasted product trends.

To fully understand the market needs and desires for each outlet and ensure
that the menus are developed to reflect those needs.

To initiate relevant maintenance reports and work orders supported by the


respective follow up of those items actioned.

To manage associates fairly and take a personal interest in knowing all


culinary associates.

To project a positive and motivated attitude among-st all associates.

To spend time in the restaurant to ensure that the operation is managed well
by the outlet team.

To frequently verify that only the highest quality products are used in food
preparation.
To Ensure that all food products received into the hotel are of the required
standard and quality and that they are stored and rotated correctly.

Responsible for the supervision of all stewards and their activities within the
culinary department.

Ensure that weekly work schedules and annual leave planners are
administered and filed correctly.

Ensure that the overall culinary department is motivated and that positive
feedback on work performance is given.

To delegate responsibilities to subordinates as required.

Coach and counsel employees in a timely manner and in accordance with


Company policy.

To act as manager on duty for the hotel as scheduled.

To recruit and select a suitable culinary team who are able to work within a
decentralized management philosophy.

Identify strengths and weaknesses and provide timely feedback to the


individual.

QUALIFICATIONS REQUIRED
Culinary diploma from a recognized institution or higher.
At least 10 years experience with 2 years in a senior management position.
CHEF DE PATRTIE
As a Chef De Partie (CDP) you are responsible supporting the Head and Sous
Chef in a busy hotel kitchen delivering consistently high-quality food, handle
purchase orders and ensure that items arriving without authorization are not
received.
Ensures the highest standards and consistent quality in the daily preparation and
keeps up to date with the new products, recipes and preparation techniques.

DUTIES AND RESPONSIBILITIES


Takes care of daily food preparation and duties assigned by the superiors to
meet the standard and the quality set by the Restaurant.

Follows the instructions and recommendations from the immediate superiors


to complete the daily tasks.

Coordinates daily tasks with the Sous Chef.

Responsible to supervise junior chefs or commis.

Able to estimate the daily production needs and checking the quality of raw
and cooked food products to ensure that standards are met.

Ensure that the production, preparation and presentation of food are of the
highest quality at all times.

Ensure highest levels of guest satisfaction, quality, operating and food costs
on an ongoing basis.

Knowledge of all standard procedures and policies pertaining to food


preparation, receiving, storage and sanitation.

Full awareness of all menu items, their recipes, methods of production and
presentation standards.

Follows good preservation standards for the proper handling of all food
products at the right temperature.

Operate and maintain all department equipment and reporting of


malfunctioning.

Ensure effective communication between staff by maintaining a secure and


friendly working environment.
Establishing and maintaining effective inter-departmental working
relationships.

Have excellent knowledge of menu creation, whilst maintaining quality and


controlling costs in a volume food business.

Personally responsible for hygiene, safety and correct use of equipment and
utensils.

Ability to produce own work in accordance with a deadline and to assist and
encourage others in achieving this aim.

Checks periodically expiry dates and proper storage of food items in the
section.

Consults daily with Sous Chef and Executive chef on the daily requirements,
functions and also about any last minute events.

Guides and trains the subordinates on a daily basis to ensure high motivation
and economical working environment.

Should be able to set an example to others for personal hygiene and


cleanliness on and off duty.

Daily feedback collection and reporting of issues as they arise.

Assess quality control and adhere to hotels service standards.

Carry out any other duties as required by management.

QUALIFICATION REQUIRED
A high standard of spoken and written English.
Flexible working hours subject to the demands of the business.
Able to work under pressure.
Excellent culinary catering talent.
Hotel Management Graduate or Culinary Degree with minimum 3 years
certification.
At least 3 year's experience cooking in a well-established restaurant or full-
service hotel and/or minimum of 1 year in a supervisory role.
COMMIS 1 2 3
A commis chef position is the ideal job for someone fresh out of culinary school.
It is a junior or apprentice chef position, and provides the novice chef with an
invaluable opportunity to learn about working in every area of the kitchen.
The primary objective of the commis chef is to learn how to work in every area of
the kitchen. In order to accomplish this, a commis chef rotates throughout the
kitchen, spending six months or so at one kitchen station before moving on to a
different one. At each kitchen station, the commis chef has the opportunity to
learn from a different senior chef who is in charge of that area. As a commis
chef develops their skills as they rotate throughout the kitchen, they will consider
which area they want to eventually specialize in.

This can be a challenging position, as the beginning chef is expected to absorb a


great deal of information in a short amount of time. It can also be a difficult job
because all of a commis chefs training is conducted on the clock in the kitchen,
which is often a high-stress work environmentespecially during busy meal
times. In light of this, a commis chef (like all chef types) must be able to work
under pressure in order to succeed in his or her role.

DUTIES AND RESPONSIBILITIES

Working as a commis chef involves learning a lot of different skills in a short


amount of time and then practicing those skills by implementing them in actual
tasks throughout the kitchen. The most successful commis chefs are fast fast
learners who actively develop their skills and are not afraid to ask senior chefs as
many questions as necessary.

A commis chef will work on many different teams before they move on to a
higher chef role; therefore, a commis chef must be able to effectively
communicate with other members of the kitchen staff. This includes being able to
gracefully receive constructive criticism as well as effectively carry out orders.
Additionally, a commis chef also needs to be able to remain calm while multi-
tasking, as they are often called upon to carry out many different orders
simultaneously in a brief amount of time.
Although the commis chef is one of the lowest-ranking members of the kitchen
staff, it is still an important role. The decisions that the commis chef makes in his
or her role will impact the quality of food that the kitchen produces.

Like all members of the kitchen staff, the commis chef must maintain high
standards of health and safety, including personal hygiene. The commis chef
must also perform many basic tasks of food preparation and organization in the
kitchen. Sometimes these tasks will seem mundane; however, they are still vital
to the successful operation of the kitchen.

QUALIFICATIONS REQUIRED

A high standard of spoken and written English.


Flexible working hours subject to the demands of the business.
Able to work under pressure.
Excellent culinary catering talent.
Hotel Management Graduate or Culinary Degree with minimum 3 years
certification.
At least 3 year's experience cooking in a well-established restaurant or full-
service hotel and/or minimum of 1 year in a supervisory role.
APPRENTICE CHEF
Combining off-the-job training with on-the-job learning, the Apprentice Chef
works alongside qualified chefs assisting in all aspects of food preparation and
production. It is a training position, and is bound by the terms of reference
contained within the Training Contract. This position provides the opportunity to
learn and build experience and as such, requires commitment to completion of all
learning and development activities within the Training Plan. The Apprentice
Chef is closely supervised and supported by qualified chefs.

DUTIES AND RESPONSIBILITIES

Self- directed learning and development as well as undertaking required


training.
Deliver excellent customer service.
Participate in performance review according to HR policies.
Adhere to all Company values, principles and procedures including
Occupational Health and Safety requirements.
Understand and demonstrate support for the Company's commitment to a
harassment free workplace.
Maintain a professional appearance in the workplace.
Ability to acquire new skills.
Initiative and problem solving.
Effective verbal communication.
Ability to prioritize and manage own time.
Ability to work cooperatively with others.
Literacy and numeracy appropriate to the position.
Ability to use technology and develop new technology skills.
Fluency in the English language.
TYPES OF KITCHEN

A kitchen is a room or part of a room used for cooking and food preparation in a
dwelling or in a commercial establishment. In the West, a modern residential
kitchen is typically equipped with a stove, a sink with hot and cold running water,
a refrigerator, counters and kitchen cabinets arranged according to a modular
design. Many households have a microwave oven, a dishwasher and other
electric appliances. The main function of a kitchen is serving as a location for
storing, cooking and preparing food (and doing related tasks such
as dishwashing), but it may also be used for dining, entertaining and laundry.
Commercial kitchens are found in restaurants, cafeterias, hotels, hospitals,
educational and workplace facilities, army barracks, and similar establishments.
These kitchens are generally larger and equipped with bigger and more heavy-
duty equipment than a residential kitchen. For example, a large restaurant may
have a huge walk-in refrigerator and a large commercial dishwasher machine. In
developed countries, commercial kitchens are generally subject to public
health laws. They are inspected periodically by public-health officials, and forced
to close if they do not meet hygienic requirements mandated by law.
The first step in deciding on the size, space and location of your new commercial
kitchen is to look at the type of kitchen you need. The type of food you are
producing, the place where the food will be served, how thee food will be served
and the style of service you wish to achieve

CAF, RESTAURANT AND BISTRO


A caf restaurant or bistro requires efficient use of space as space is of a
premium as the business is usually in a densely populated area, rents are often
high, and the operator prefers seating space to kitchen space to maximize profit.
The kitchen will usually require a large cooking bank, storage area, prep area,
combined pot wash and dishwashing area, and bin wash areas.
The operator will decide what items will be bought in and what items will be made
in house based on the style and clientele.
These kitchens tend to be open plan so customers can see the activity of the
chefs, adding to the theatre of the dining experience. Even fine dining restaurants
now have at least some shops of the chefs preparing meals.
TAKEAWAY
Takeaway outlets have most of the same ingredients as the caf, restaurant and
bistro kitchen, but are often smaller and dont always require dishwashing
function as food is served in disposable containers, or crockery washing is
managed in a central location as in some food courts

LARGE ACCOMMODATION HOTELS AND RESORTS

Hotels will require large kitchens with areas open 24 hours a day often with
separate areas for larder, patisserie, and banqueting.
Dispense bars may be closed from view, as are the kitchen themselves.
Access is required for trolleys into and out of the kitchen, including room service
trolleys, banquet service carts, satellite kitchen service carts in addition to
general high volume trolleys for moving raw and finished food around the kitchen.
Large walkaway and access areas are essential for wheeling of trolleys and for
fire egress.
Large storage areas, bin wash, and conveyor dish wash areas along with
specialized pot washing equipment are key features of a hotel kitchen.
The main hotel kitchen often supports a separate bistro kitchen for individual
restaurants of the hotels site.
SATELLITE KITCHEN
Satellite Kitchen is constructed and established to cater to a particular outlet
where the main kitchen cannot cater due to its location disadvantage. Largely,
this kitchen can organize most of the preparation work in its own kitchen.
However, it may depend upon the main kitchen for various other things such as
sauce, stocks, gravies, pastas, etc. usually such a chef commands over this
kitchen. This kitchen becomes a must for specialty restaurants such as
Continental, Mexican, Chinese are located away from the main kitchen.
MAIN KITCHEN
Main Kitchen is located mainly at the central part of the hotel where overall
sequence of food receiving, storing, producing, preparing, cooking, serving, and
clearing areas are properly designed and managed. Technically, it is known as
central kitchen having many sections. Hence, it may occupy a large space. This
kitchen provides wide range of food varieties e.g. Indian, Continental, Oriental,
Mexican, Italian, etc. through its respective section with the help of skilled/semi-
skilled culinary crafts persons called chef-de-parties and commie cooks.

A main kitchen is usually located adjacent to room service, store, pantry


stillroom, breaks, butchery etc. for efficient work flow. It may have both a la carte
and table dhtel menu for breakfast, lunch and dinner. This kitchen may serve
up to three or four line dining restaurants simultaneously. There are often a
separate kitchen for banquet and other activities.
COMMISSARY KITCHEN
A commissary kitchen is the backbone of the kitchen as most of the pre-
preparation of food is done here. This kitchen does the basic mise en place or
large-scale operations, such as banqueting, and so it is very important to have a
well-spaced work area as there would be heavy movement of staff.

This kitchen also uses specialized machines such as, pulverizers, which are
used for making pastes and powders for curries, etc. Certain fruits and
vegetables that cannot be stored in the walk-in are stored here and provided to
the kitchens on basis of requisitions. In many hotels this kitchen forms a part of
the store and hence, control becomes easy
BUTCHERY
Butchery is the biggest money holding center of the hotel operations; though it
does not make money directly, it is indirectly responsible for maintaining the food
cost. This section of the kitchen stores and processes most expensive meats
which are both local and imported.

Hence, a well-planned butchery operation is a must for a profitable food busi-


ness. Butchery, in various hotels are part of food stores; as they process all the
meats and store them for usage in the kitchen against food requisitions.

Separate walk-ins and separate work stations are provided for separate meats as
there could be chances of food contamination.
GARDE MANGER
Garde in French means to keep and manger means to eat, so garde manger
literally means kept cold to be eaten. This kitchen is called cold kitchen as foods
such as sandwiches, salads, juices are prepared and served out from this
kitchen.

This kitchen is always a part of the main kitchen as it not only serves a la carte
and banquet, but is also responsible for room amenities, welcome drink to the
guests and many other support roles for other kitchens.
BAKERY AND PASTRY
Bakery and confectionery is a very important section of the kitchen, as this
department operates round the clock and is the busiest operation. It produces
breakfast rolls for the morning breakfast, cakes and pastries for the pastry shop,
and also the a la carte desserts of various restaurants and banqueting
operations. There is a separate chocolate room which produces chocolates and
garnishes.
THE SHOW KICTHEN ( DISPLAY KITCHEN )
Show kitchens also known as display kitchens, are the most modern trends in
todays restaurants. These kitchens not only add a style statement to the
business but also act as a marketing tool, telling the guests that the food
prepared here is fresh and hygienic. The guests do not complain about the delay
in food, as they can see their meals being cooked in front of their eyes. The idea
of having a show kitchen as a feature of the restaurant is very commonly seen in
modern hotels, where the live cooking by chefs acts as a USP. An Oriental show
kitchen serves food from entire South-East Asia. Its menu is very elaborate and if
not well planned it would be chaotic to cook here. This section serves food from
China, Japan, Thailand, India, Malaysia, and Indonesia. While designing show
kitchens it is important to decide what should be visible to the guest and what
should be skillfully masked away. For example, a station where a skilled chef is
cooking teppanyaki or carving a Peking duck is a far better sight than someone
handling raw poultry or fish. Show kitchens use best of equipment as the guests
can see them and the maintenance cost of the same is very high as compared to
the equipment of the normal kitchens. The staff working here needs to be very
skilled and the design of the uniforms must also blend with the entire ambience.
Food courts in various malls are examples of display kitchens.
SEVEN KITCHENS
This is a display kitchen serving 7 types of cuisine. Guests can savor Italian,
Oriental, Indian, Japanese and Mediterranean cuisines from a variety of live
cooking stations. Currently 7 kitchens is known for its Sunday Champagne
brunch. This kitchen is headed by Chef Rohan Malwankar & Chef Dipan Sawant.

BY THE MEKONG KITCHEN


This is awarded the best Asian Restaurant. This Kitchen takes you through the
districts of Yunnan and Sichuan in China, and through Thailand and Vietnam. Its
three Private Dining Rooms present a dining experience par excellence, for
celebrations with friends and families. This kitchen is headed by Chef Shi Xilin.

LUNA KITCHEN
Luna brings timeless classics back to life. Indulge in a selection of delectable,
succulent classics, paired with a topping of elegance. This menu is inspired by
iconic dishes chosen from the rich archives of ageless gastronomic fare, is
presented to you, with an inspired blend of the traditional with the exotic. The
ingredients, sourced from all over the globe, is sure to satiate your palate. Delight
in this specially curated medley on the menu, against the backdrop of
unparalleled views of the city. This Kitchen is Headed by Chef Yogendra Adep.

THE YUUKA
Internationally awarded Chef Ting Yen brings his creative flair and inventiveness
to Japanese cuisine, turning the finest ingredients into culinary masterpieces.
This award-winning restaurant is the cynosure for its luxurious setting atop Level
37 and overlooking the Arabian while serving Japanese art on a plate. The
restaurant is centered around the black and gold reef inspired wall overlooking
the interactive Sushi Bar where chefs hand roll fresh sushis to the delight of
some patrons. This kitchen is headed by Chef Swapnil.
THE LEGACY CLUB KITCHEN
This is the cafeteria kitchen where daily quantity cooking is done. They serve the
staff over here.

BAKERY AND PASTRY


This is the kitchen where both bakery and pastry is made, orders are taken
through phone and requisitions. Bakery is headed by Chef Ajit Singh, and Pastry
is headed by Chef Pradeep Sable.

GARDE MANGER
This section is located near the main kitchen. The garde manger looks after all
the cold preparations such as sandwiches, salads, fruits e.t.c.
EQUIPMENTS USED IN THE KITCHEN

GRAVITY SLICER AND BUFFALO CHOPPER


The slicer and buffalo chopper are the most dangerous of all kitchen equipment
and should always be handled with care.

Make sure the machine is unplugged before starting your setup.


Use the machine according to proper specifications.
Turn machine off and unplug when not in use.
Avoid hard materials that could damage the blade.
Sharpen the blade regularly.
Clean the machine properly after each use.

GRAVITY SLICER

BUFFALO CHOPPER
FOOD PROCESSOR ROBOT COUPE

Check whether all the parts of the processor are in place.


Insert the items to be processed and secure the lid.
Never use any food processor with the lid off.
Do not overload and make sure the blade is fitted well.
Wash, rinse and sanitize all the parts and reassemble when finished.
Do not send to pot washer.
BENCH SAW / BONE SAW
Only the butcher or designated butcher chef should use the bench saw.

Make sure all the areas are clear before using.


Make sure the saw and the belt are secure before using.
Concentrate while walking on the saw.
After use, unplug the saw and pull apart all pieces.
Wash all parts in soapy water with a disinfectant. Rinse all parts and sanitize
all areas.
Ensure that the saw is clean and sharp at all times.
Ensure that the guard is always secured.
DEEP FAT FRYER
Fry all frozen foods from the frozen state (do not let thaw).
Do not refry any cold fried items.
Lightly shake all excess oil from the fried food before plating.
Do not mix old and new fat together.
Never allow fat to smoke.
It should be washed daily.
Do not sprinkle salt into fat.
Stop the fryer before draining the fat.
Be careful of hot fat when draining.
Fat is used at the correct temperature (general 350 degrees F).
Ensure that the fat is clean with no debris.
Ensure that the fat is filtered after each shift.
Dispose of the fat properly.
FLAT TOP GRILL
Before using the flat top, make sure the surface is clean and the temperature
correct.
Skin all extra grease and fat.
Wipe, clean, and scrape after each use to avoid build-ups.
Use a chemical to get rid of all the sediments after each meal period.
Oil the flat top after cleaning.
Turn off if not in use.
Use proper tools (no plastic).
OVEN
Check the inside of the oven before turning it on / off.
Preheat the oven at the appropriate temperature.
Make sure to open and close doors by the handles and not by kicking them.
Use the timer for baking.
Shut off when not in use.
Check the pilot light and check for gas leaks.
Use the proper shelf in the oven.
Do not spray water in the oven.
SALAMANDER
Do not leave food unattended in the salamander.
Turn it off when not in use.
Use a kitchen cloth to pick up dishes from the salamander.
Preheat the salamander.
It is not always necessary to have all the heating elements turned on full.
UNIVERSAL DOUGH MIXER
Isolate power supply when not in use and while cleaning.
Clean with a wet cloth only. Avoid excess water while cleaning.
Do not overload machine.
Do not change speed rapidly.
Use relevant accessories with care:
o Whisk for cream, eggs.
o Beater for soft butter, eggs, flour and sugar.
o Dough hook for dough only.
DOUGH SHEETER
Isolate power supply when not in use or cleaning.
Ensure that all parts are connected properly prior to operating the machine.
Ensure that one is briefed prior to operating the machine.
Do not use hands or utensils while machine is operational.
Fully disconnect the machine prior to cleaning.
Ensure that the mats are scraped daily to avoid foreign particles forming.
Clean the machine with a moist cloth. Avoid excess water.
MICROWAVE OVENS
Isolate power supply when not in use or cleaning.
Ensure power supply is connected properly.
Do not press any buttons while in use.
Fully disconnect the machine prior to cleaning.
Clean with a moist cloth. Avoid excess water.
Use only microwave safe utensils. Do not use metal.
PASTA BOILER
Isolate gas / electrical supplies when not in use.
Ensure that the equipment is fully operational prior to using and the grid is
placed at the base of a kettle and properly fitted.
Be careful of excess steam exhaust while using.
Do not tamper with any of the gas lines or wires.
Do not use hands while machine is operational.
Ensure correct utensils are used at all times.
Once food products are removed, ensure grid is stored properly in correct
allocated position.
When cleaning the machine, use hot soapy water on the inner part and a wet
cloth on the outer part.
STEAM KETTLES
Isolate steam supply when not in use.
Ensure machinery is fully operational prior to using and that grid is placed at
base of kettle and properly fitted.
Be careful of excess steam and exhaust while using.
Do not tamper with any of the gas lines of valves.
Do not use hands in machine while operational.
Ensure correct utensils are used at all times.
Once food products are removed, ensure grid is stored properly in correct
allocated position.
When cleaning the machine, use hot soapy water on the inner and a wet cloth
on the outer.
TILTING BRAT PAN
Isolate power supply when not in use or cleaning.
Always use correct utensils when operating.
Ensure the pan is at the correct temperature prior to using. Preset
temperature.
Do not use fingers / hands in direct contact with the pan while operational.
Fully disconnect machine prior to cleaning.
Use hot soapy water to wash the inner pan and a wet cloth to wash the outer
part.
VACUUM PACKING MACHINE
Isolate power supply when not in use.
When switching off the machine, ensure that the correct pressure is set prior
to using.
When vacuuming food products, ensure that the packets are not overfilled.
Only used assigned plastic packaging in the machine.
When cleaning the machine, only use a wet moistened cloth. Do not use
water.
MINCER
Makes juicy and tender sausages and croquettes.
HOBART meat mincers handle the toughest assignments with ease, ideal for
continuous service in high-volume and on-demand processors or fresh and
tempered meats.
There is no mashing of meat it comes out clean cut with all its natural colour
and flavor.
Capacity (4.5 mm plate) : 6 kg per minute.
Complete with 1 hp. motor, stainless steel housing, gastronomy stainless
steel feed pan, tin chopping end, tinned steel worm, cylinder and adjusting
ring, plastic stomper, cylinder wrench, motor overload protection and no-volt-
release, shrouded start button and mushroom type stop button, 137 mm feet,
supplied with 1 x 4 bladed knives 1 x 3 mm plate.
Power supply 230/50/1,0.37 kW.
ROBOT COUPE R2
2.9- litre brushed stainless steel bowl with handle.
A smooth blade assembly is supplied as a standard attachment, with cap
which can be removed from cleaning.
Polycarbonate lid design to allow the addition of liquid or ingredients during
processing.
As an option, serrated blades assembly for grinding and kneading tasks.
As an option, fine-serrated blade assembly recommended for chopping
parsley.
ROBOT COUPE CL50

Throughout
Large hopper (139 cm square surface area) catering for bulky vegetables
such as cabbage and celeriac. Can cut up to ten tomatoes at a time.
Precision
Cylindrical hopper (58mm) for processing long and delicate vegetables with
flawless cutting precision.
Sturdiness
Polycarbonate motor base, design to withstand the processing of large
quantities.
Cleaning
New lid shape eliminating nooks and crannies where food residue could
accumulate.
RATIONAL COMBI OVEN
Self-cooking Centre with efficiency.
Capacity 20 GN 1 / 1 pans.
Max pan depth: 65 mm deep pans.
150-300 meals per day.
9 cooking processes.
Combi steamer functions with 5 cooking modes.
Core temperature probe with 6 point measurement.
ALTO SHAAM

Add a bold, smoked taste to your menu with the 1200 -SK/III Deluxe
Control Smoker Oven. Smoke everything from salmon to cheese
using the hot or cold smoking options. Two separately controlled
compartments give you versatility in smoking.

Capacity 240 pounds, 109 kilograms (120 pounds, 54 kilograms


per oven cavity), 6 full-size/GN 1/1 pans, 14 full -size sheet pans
(3 full-size/GN 1/1 pans, 7 full-size sheet pans per compartment)
Two compartments, twice the versatility Use each oven
independently, cooking different menu items at the same time.
Precise electronic controls The digital display gives you
maximum control of the cooking process.
Greater yield & better quality - Halo Heat tenderizes even the
toughest cuts of meat by activating their natural enzymes.
Calculate your savings here.
Consistent heat The SureTemp heat recovery system
provides immediate heat recovery whenever the door is opened.
Temperature recording W hen cooking by probe, the oven
records the highest and lowest probe temperature reading,
ensuring correct food temperatures are reached.
MOBILE ROLL-IN HOLDING CABINET

Overall Dimensions:
Width: 25 1/8"
Depth: 30 1/4"
Height: 57 3/4"

Thanks to its powerful, thermostatically controlled forced air heating system,


coupled with a passive humidity generation system, this 3/4 height Metro
C517-HFC-4 C5 1 Series non-insulated heated holding cabinet provides fast
heat-up and exceptional recovery times to create the perfect environment for
holding any type of food at your desired temperature.

The Metro C517-HFC-4 3/4 height holding cabinet features fixed wire slides
set on 3" increments, to hold up to 14 full size sheet pans. The Metro C517-
HFC-4 non-insulated heated holding cabinet's full length clear door provides
instant product recognition. It requires a 120V electrical connection.
BAKERY (MY EXPERIENCES)

th th
I trained in the bakery from the 20 of July till 30 of July. It was a great
experience while I trained in this department. I got to work at the live stations. I
worked in the waffle counter (egg and eggless mixture), pancake counter (egg
and eggless mixture), selling different type of Candies such as Fizzy Cola, Sour
Strawberry Bites, Fizzy Jelly, Fizzy Peaches, Teddy Bears, Mini Multicoloured
pencils, Cola Bottles, Multicoloured sweets with sugar, while I was training
bakery I also got to work in live station selling tacos (mushrooms
&corn/chicken/lamb/fish), sandwiches (veg/chicken/lamb), sushis (veg/non-
veg)served with pickled ginger (gari ).

THINGS I LEARNT/OBSERVED IN BAKERY

I observed how to use the dough sheeter-. Dough is compressed between


two or more rotating rollers. When done the right way, a smooth and
consistent dough sheet is produced. The dough then passes one or several
gauging rollers that reduce the dough to the required thickness. Machine
Company name- RONDO

I observed how to use dough divider- A dough divider helps you divide the
dough into equal portions to ensure proper cooking of all the portions.
Example so that the bread dough is divided so that each bread roll would
bake evenly. Machine Company name- CAPTAIN

I observed how the universal dough machine is used- Its a machine used for
mixing dough. It helps in bulk quantity cooking & it comes in various sizes.
Machine Company name- HOBART

I learnt how and why is it important to do tagging for all that we make and
store in the walk-in.

I learnt how to prepare crepe batter, sheet croissant dough, prepare


doughnuts, baguettes, banana bread, chocolate/ almonds & raisins muffins,
flatbread, sourdough.
Every Sunday we had a special themed brunch in the 7 kitchens, where I
used to place different types of breads.
PASTRY (MY EXPERIENCES)
th th
I trained in this department from 17 September to 9 October. It was a great
experience while I trained in this department. I got to work at the live stations. I
worked in the waffle counter (egg and eggless mixture), pancake counter (egg
and eggless mixture), selling different type of Candies such as Fizzy Cola, Sour
Strawberry Bites, Fizzy Jelly, Fizzy Peaches, Teddy Bears, Mini Multicoloured
pencils, Cola Bottles, Multicoloured sweets with sugar, while I was training
bakery I also got to work in live station selling tacos (mushrooms
&corn/chicken/lamb/fish), sandwiches (veg/chicken/lamb), sushis (veg/non-
veg)served with pickled ginger (gari ). While I was training in this department I
got a chance to meet the most famous Australian Chef George Calombaris whos
a jugde at the master chef australia.

THINGS I HAVE OBSERVED/LEARNT IN PASTRY

I observed how to use the dough sheeter-. Dough is compressed between


two or more rotating rollers. When done the right way, a smooth and
consistent dough sheet is produced. The dough then passes one or several
gauging rollers that reduce the dough to the required thickness. Machine
Company name- RONDO
I observed how to use dough divider- A dough divider helps you divide the
dough into equal portions to ensure proper cooking of all the portions.
Example so that the bread dough is divided so that each bread roll would
bake evenly. Machine Company name- CAPTAIN
I observed how the universal dough machine is used- Its a machine used for
mixing dough. It helps in bulk quantity cooking & it comes in various sizes.
Machine Company name- HOBART
I learnt how and why is it important to do tagging for all that we make and
store in the walk-in.
I learnt the different brand names of the ingredients such as Berries
Strawberries, raspberries, blueberries, blackberries (Driscolls), Puree Apricot,
passion fruit, lemon, orange, strawberry, lemon lime, apple, banana
(Ravifruit/Dira), cream cheese/ mascarpone (Goloka farms), whipping cream
(Richs), fillo pastry (antoniou), ice creams cotton candy, chocolate fudge,
honey nut crunch, banana & strawberry, strawberry, vanilla, butterscotch,
glaze gel, hazelnut gel, white gel (Delta), liquid glaze (Bakels).
I learnt how to make friyande, chocolate decadent cookies, hazelnut cookie
(lady kisses), crme brulee, almond cream, glazes for cakes, mud cake,
sugar paste, panacotta, tiramisu & everyday as well as setup for Sunday
brunch I used to help in the presentations of cakes, glass desserts.
OBSERVATIONS

FOOD AND BEVERAGE- This is the busiest department in the hotel. It


generates daily to hourly revenue to the hotel. This department requires the
staff to be on their toes, smart, well mannered, and well versed with the
outlet. Grooming standards has to be top-notch as they have direct contact
with the guest. They keep tabs on food cost, waste and employee hours,
doing their best to optimize profit for their company and create the best dining
experience possible for customers.

HOUSEKEEPING- This Department has to co-ordinate with other departments


as and when needed. Housekeeping is the only department that has to look
after all other departments so that the hotel looks neat and clean. In this
department the Laundry and the Mini Bar is the section that generates
revenue for the hotel. This department looks after the cleanliness and the
hospitality in the hotel. In this department which provides guests clean,
comfortable, attractive and appealing rooms. Good housekeeping is an
important consideration in underwriting of fire hazard and other forms of
insurance, as well as in certification by fire, health, and industrial safety
agencies.

FRONT OFFICE- Amongst all other department, Front office is the department
that has to face the guest at any point of the time. The guest can request for
anything and the BUTLER DESK SEVICE has to make sure that the guest is
satisfied. It generates sales by selling rooms, and so needs to be updated
with the correct information from the housekeeping department.
At hotels, front office refers to the front desk or reception area or the core
operations department of the hotel. This would include the reception
and front desk, as well as reservations, sales and marketing, housekeeping
and concierge. This is the place where guests go when they arrive at
the hotel.

FOOD PRODUCTION- It is the back bone of the hotel. The type of food
decides the standard of the hotel. The guest satisfaction is mainly depending
on the quality of the food. This department gets the upper hand when it
comes at budget.
CONCLUSION

The industrial