Mayuresh Kulkarni Training Report Renaissance

Renaissance Mumbai Hotel & Convention Centre
Acknow
ledgement
With a deep sense of satisfaction and gratitude to Training Manager Mrs.

Parul Agarwal & Trainee exe. Ms. Neha Bijur & all Heads of the
Departments along with staff members of Renaissance Mumbai Hotel
& Convention Centre.
I wish to place on records that the training was imparted in highly congenial
atmosphere true to the reputation of Renaissance Mumbai Hotel &
Convention Centre. has been of immense value to me and it will be my
endeavor to put into practice all that I have learnt to sharpen my skills and
develop my skills & personality.
It is because of the ardent and consistent efforts I was able to imbibe so much
which was not possible in such short time. The training has developed me to
inculcate the right kind of skills, knowledge & attitude to make a career as a
successful hotelier. I am also thankful to my College and to Mrs. Anjali
Chatterton & Ms Amritha Ullal for giving me an opportunity to get trained
in such a wonderful property.
Abstract
My whole training period was wonderful learning experience. I got to deal with skilled
and experienced staff members who were very supportive both in getting the work done
and providing information.
Working with experienced staff has helped me a lot in learning how to get the maximum
work done in short period of time. Working with them even made me value manpower
and time.
My whole training period has made me more confident about my communication skills as
I was in constant contact with the guest, seniors and other staff members.
This training has made see the Hotel Industry in its true light. It has made me realize that
Hotel Industry is much more than just fun & pleasure; it’s a lot of hard work.
Once again I would like to thank all the people who gave me an opportunity to feel the
Hotel Industry so closely and even those who helped me through my whole training
period.
FRONT OFFICE
INTRODUCTION
Front Office deals in accommodating guest in the hotel and is a very important
department. It is an essential department because it deals with the allocation of rooms,
which is a major income of hotel. The way in which a receptionist deals with the guest
has a direct impact on the guest. Front Office is one department, which deals with guest
directly. A receptionist, with his salesmanship can induce the guest to stay at the hotel
and in this way it increases the revenue of the hotel.
The person at the reception carries the perpetuation of the hotel with him. They take
down the Check INS of the guests and groups. They hand over the keys to the guest too.
The first thing done by an assistant is to check whether the guest has a reservation or not.
In case he is not shown any reservation and the guest is a walk in then the guest can be
straight away be refused in case he is suspected of any untoward thing. Incase the guest
has a booking then a registration card is given to him to fill up board.
The require details. (The card attached along with the page for every detail). Then the
guest is handed over the key to his room, which the assistant checks on his room, which
the assistant checks on his computer and allots.
The bellboy then leads the guest away to his room. Then the assistant enters the details of
the card into his computer. An identification number is given to the guest who is written
down on the registration card. Then the rate is checked in the computer and after
everything is ascertained then the entry is made in the guest arrival register.
“First Impression is the last impression”. The first department with which guest comes in
contact. Front Office department is just one of the departments, working towards the
satisfaction of the guest.
For a hotel ‘Room Sold Revenue’. Rooms are the major operating revenue producing
department. It covers 80-85% of hotel revenue & does not need investment frequently.
The Front office staff should be polite, tactful and smart enough to tackle the situations
like walk in, scanty baggage etc. they should also be ready to help, alert & market smart.
DEPARTMENTAL GOALS AND OBJECTIVES
The goal of the front office department is to provide a guest with efficient service and
fulfill its role. Its role can be dubbed as to reserve, receive, and assign room to guest.
Front Office Department in the hotel is responsible for sale of hotel room’s trough
systematic methods of reservations followed by registration and assigning rooms to
customer.
Goal of the Front Office department is to earn maximum revenue through sales of the
rooms. ‘Sale’ means the use of hotel room at a price. But in turn, it should also satisfy the
guest with efficiency of service.
Efficiency should also lead to comfort of the guest. So courteous service is to be provided
to the guest.
Management expects the department to run with the highest degree of efficiency and
lowest cost.
Front Office in a hotel holds a prime importance in a view of the basic nature of business.
It has a complimentary role of image building which is the first and last point of contact
of every guest.
INTERDEPARTMENTAL CO-ORDINATION
1. Housekeeping: - Both Front Office and Housekeeping are concerned with rooms.
The form with letting the rooms & latter with preparations of rooms. For this to be
done efficiently there must be constantly exchange of information between the
two departments. The housekeeping informs the front office about the occupancy
thrice a day, it also informs about rooms change being done out of order rooms,
rooms taken for re-decoration. Which helps in smooth functioning of Front Office
an also sale of rooms without delay.
2. Security: - Co-operation here is mainly concerned with prevention of fire, theft

and safe keeping the property.
3. Telephone: - Reception and information assistant after receiving any request for
wake up call, pass is on to telephone operator and telephone department keeps the
Front Office posted with the information regarding any STD, ISD or personal
calls made by the guests of various rooms so that the Front Office cashier can do
the posting the guest general accounts.
4. Accounts: - There is a close co-operation between Front Office Cashier and lobby
staff. The receptionist informs cashier about walk-in or scanty baggage and ask
him to take an imprint of credit card of cash in advance. Bell Caption fells cashier
about our so the he can prepare the bill for presentation.
5. Sales: - Sales & Front Office department co-ordinate on management level in

improving the room’s sales on lean occupancy days (slack season). Sales
department sets the rates corporate companies that are corporate and the meal plan
rates, which is sent to the reservations.
6. Other F&B Outlet: - Front Office sends information to different F&B outlet
about the group arrival in advance. So, that they can prepare themselves in
advance.
7. Stores: - The stores are responsible for supply of all stationary to Front Office
according to requisition send by the Lobby Manager.
Certain companies are provided special rates, which are much lesser as compared
to the normal room rates. This is so because these companies provide business to the
hotel under a bond. This is known as Company volume guarantee rate. A special register
is prepared in which all the names of such companies are written down along with their
special rates. These guests are frequent visitors of the hotel and at times are treated as
V.I.P.S. Special fruits baskets are put to their rooms along with complimentary soft
drinks and at times a cake is also provided to them.
Record maintained at Reservations
1. CVGR: - Company Volume Guarantee Rate. This sales department of a hotel

fixes rate with the corporate companies listed in the hotel. So the rate of food plan
is fixed according to the agreement. They are listed in the file alphabetically.
2. Travel Agent: - Different travel agent is given different rates according to their
relation and business with the hotel. So a record is maintained in which the rates
and plans are made against the travel agents name. They are also listed
alphabetically.
3. Group Information Sheets: - This particular sheet is prepared by the Front Office
Department which contains the complete details regarding the groups rooming
Instructions, their meal arrangements, and any special request.
4. Crew Sheets: - This sheet helps us to covers all the information about the crew
Check INS
Hierarchy (FRONT OFFICE DEPARTMENT)
Front Office Manager
Asst Front Office Manager
Duty Manager
Cashier
Front Office Assistant
Trainee
JOB DESCRIPTION
FRONT OFFICE MANAGER:
1. He is responsible for the functioning of this department

2. He checks staff attendance, duty rosters & sanctions leaves.
3. He handles staff disputes.
4. He deals with Guest complaints.
5. He sets, maintains the Hotel Standards & operating procedures.
6. VVIPS & VIPS are treated as per his specifications.
7. Introduction of new systems viz. The ‘instant reservation system’ needs his
consent. He grooms staff in this aspect.
DUTY MANAGER
1. Present all the time in his desk

2. This manager is more concerned with the rapport with the guest than any actual
paper work as the Front Office Manager.
3. At night Duty Manager looks over the functioning of the department.
SPECIFIC RESPONSIBILITIES:
1. Meeting all the guests on arrival and departure.
2. Ensure that room blocking are done on time and information disbursed to relevant
departments.
3. Implementation on the VIP check in procedure STARGATE.
4. Proactive to arrangements for large block/VIP movements in terms of

transportation, baggage movement, staffs.
5. Ensures smooth group checks in co ordination with the Group Coordinator.
6. Double-checking car pick up’s for all VIP guests.
7. Redressed of guest complaints and logs down incidents requiring the

Management’s attention and follow up with decisions when necessary. This
would also include F&B after midnight.
8. V.I.P Escorting Support.
CASHIER
There are 5 cashiers who report to the Duty Manager on Shift.
There are 3 Shifts

Morning: - 07.00- 16.00hrs
Afternoon: - 15.00- 00.00hrs
Night: - 22.00- 07.00hrs
In each shift 1 cashier is on duty.
1. At the beginning of each shift the float is counted and should

match the handover sheet amount.
1. The exchange rate for the foreign currency is checked.

2. Any special handover, if any, is noted.
3. During the course of the shifts the check outs are taken.
4. The guest folios from various outlets are slotted into the correct slot
in the pigeon hole.
4. At the end of the shift the float is counted, rebate reports, cash Report, paid out
Reports, foreign currency journal is printed.
5. The Credit card transactions on E, D.C. are tallied with computer records.
6. Handover is given to the next shift.
7. The float maintained at the Renaissance Mumbai Hotel & Convention Centre,
cashier = Rs 4, 25,000.
8. Any excess is given to the account department and if it is less then money is taken
from accounts.
RECEPTION
The reception operates 24x7. All the shifts besides handling Check INS,
registrations & inquiries are required to do certain tasks as listed below:-
Morning Shift (07.00hrs-16.00hrs; 09.00hrs-1800hrs)
1. Check for the house position for the & expect house position.
2. Check for expected arrival (EAL), crew and group movement.
3. The EAL breakup is done on the basis of type of check-in & time wise i.e. at the
interval of 2hours starting from 0700hrs.
4. Take handover. Check the complaint register, log book and fax file.
5. Check the mail on hold file. Print a vacant room report & update it.
6. Room to be blocked as per prior request in liaison with Guest Relation Executive
& housekeeping.
7. Rooms for crew to be blocked and announced to housekeeping.
8. Maintain a copy of the functions of the day list. Housekeeping discrepancy to be

completed within 30minutes of its receipt.
9. Check on any follow up with reservation. Print rate info report & verify rates.
10. Registration card to be tallied with EAL & any missing registration card to be
printed.
11. Complete handover book, log book & prepare the morning handover checklist.
Distribution of crew sheet if any to be done.
RECEPTION
The reception operates 24x7. All the shifts besides handling Check INS,
registrations & inquiries are required to do certain tasks as listed below:-
Morning Shift (07.00hrs-16.00hrs; 09.00hrs-1800hrs)
12. Check for the house position for the & expect house position.
13. Check for expected arrival (EAL), crew and group movement.
14. The EAL breakup is done on the basis of type of check-in & time wise i.e. at the
interval of 2hours starting from 0700hrs.
15. Take handover. Check the complaint register, log book and fax file.
16. Check the mail on hold file. Print a vacant room report & update it.
17. Room to be blocked as per prior request in liaison with Guest Relation Executive
& housekeeping.
18. Rooms for crew to be blocked and announced to housekeeping.
19. Maintain a copy of the functions of the day list. Housekeeping discrepancy to be
completed within 30minutes of its receipt.
20. Check on any follow up with reservation. Print rate info report & verify rates.
21. Registration card to be tallied with EAL & any missing registration card to be
printed.
22. Complete handover book, log book & prepare the morning handover checklist.
Distribution of crew sheet if any to be done.
Afternoon Shift (13.00hrs-22.00hrs; 15-00hrs-00.00hrs; 17.00hrs-0200hrs)
1. Check for the house position for the day & expected house position.
2. Check for expected arrivals, crew & group movement. EAL breakup is done on
the basis of type of check in & time wise that is interval of 2hours starting from
13.00hrs.
3. Take handover. Check the complaint register, log book & fax file. Check the mail
on hold file. Print vacant room report (VRR) & update it.
4. Follow up with the housekeeping regarding blocked rooms for crews & FITS.
Punching of keys for the crews, (recycling of the keys can be done incase there
are keys returned by the guest).
5. Following up with the reservation regarding any billing faxes. For pending credit
approvals follow up is essential through reservations with the concern sales
representatives.
6. Distribution of the crew sheet if any to be done.
7. If there are any group arrivals for the later half of the day, the room key must be
check to facilitate and to present any delays.
8. Ensure the GRE sends amenities to the block and vacant room depending on the
predicted occupancy and the number of fruit baskets requisitioned for.
9. Ensure there is a smooth operation all the times with a minimum scope for the
guest complaints.
10. Check the rate info report after 22.15hrs. Any change or errors found must be
rectified instantly to avoid discrepancy during auditing or to prevent the guest
from any problem during check out. Complete handover book, logbook and
prepare after the shift handover checklist.
Night Shift (2200-0700)
1. Read handover book, logbook and go through the fax file.

2. Check for the expected arrival, crew and group movement.
3. The EAL breakup is to be done on the basis of type of check in as well as flight
wise.
4. Follow-up with housekeeping regarding turn around for crews. It is very essential
as usually crew check out or check in during the night.
5. There is a minimum of 30-40 crew departures which need to be cleared on a turn

around basis. The first crew checking in will get in fresh block of rooms.
6. After all the registration is done the EAL for the same day is printed. This list
gives us the information with regard to the likelihood of guests who may/ may not
arrive. At this time the booking might be rolled/ cancelled by the Duty Manager.
7. Shift wise rate check report is made to make any changes and rectify any errors
before the date changes & rectify any errors before the date change. Most
importantly it should be checked for the segment category as well as the rate
which has been posted to the folio. this helps to prevent any rebates which may
need to be passed for errors which can be avoided.
8. Check the mail on hold.
9. EAL for the next day is printed & any special requests are marked out. The
registration cards are tallied & incase there are any missing registration cards,
they must be printed. Folios with special request must be made a note of so that a
reminder can be attached to the registration card.
10. The distribution of crew sheet is done. The systems are released for the date
change before which a guest in-house list (GIH) is printed.
11. The occupancy figures of the day are calculated.
12. Handover book, the log book & the night shift handover checklist is prepared.
CHECK-IN PROCEDURE
1. Ask the guest for the last name or the confirmation number after greeting the
guest.
2. Confirm with him the number nights he has reservation for.
3. Ask for guest preference regarding smoking/ non-smoking room.
4. Check for room availability.
5. Take down the information required in the registration card e.g. Payment details,
passport details etc.
6. Print the registration card.
7. Obtain signature on the registration card after confirming date of departure, room
no & amount he is paying.
8. Confirm mode of payment and take an advance payment in case of cash payment
& pre-authorization in-case of credit cards.
9. Check-in the guest. Give the room keys & escort to the room. Wish him a
pleasant stay.
CHECK-OUT PROCEDURES
1. Greet the guest and ask for the room number, verify his name.
2. Check for the minibar consumption with the guest.
3. Page the minibar department on the Triton Console about the guest departure.
4. Read the comments on the guest profile. Print the guest folio.
5. Present to the guest for verification and obtain his signature, on the folio.
6. Ask for mode of payment, in cash of direct payment.
7. If credit card, check if any pre-authorization has been taken on the card. If it has
been taken then go offline and charge the amount on the guest credit card. If the
pre-authorization is taken on the card on that card then swipe the card and charge
the guest. Obtain the guest signature on the credit card slip. Attach to the folio.
8. Print the copy of folio, attach the customer slip of credit card, put in an envelop
and give to the guest.
9. During the entire procedure, converse with the guest, ask for feedback, scope of
improvement.
10. Wish the guest a fond farewell, check with him if he is carrying his tickets,
passport etc.
11. Currency Exchange: - All the major currencies of the world like Euro, U.S
Dollar, Pound and Singapore Dollar can be exchanged for India National rupees
however currency of China & Middle East is not exchanged.
12. Paid Outs:- Incase a guest wants a cash Rs 500 is given without any commission
and a 5% commission is charged on a sum above Rs 500. The limit is Rs 2,500.
The cash is only given against credit card.
13. IOU: - This is for inter departmental cash transfers. Incase any department wants
cash it is given and
an IOU form is
signed as a proof.
14. Rebates: - In case of

wrong postings or compensation rebates are offered but have to be authorized by
the Duty Manager.
BELL DESK
01 Senior Caption
03 Bell Caption
14 Bell Boys
Shifts/Staffing
There are 4 shifts:-

 Morning:- 0700-1600hrs
01 Bell Caption, 04 Bell Boys
 Afternoon- 1500-0000hrs
 Night Shift:- 2200hrs 0700hrs

 General Shift: - 0900-1800hrs

01 Senior Caption
Check In / Guest Arrival

1. The guest is met at the porch & his luggage is kept at the bell desk
2. After the guest has checked in, the room number is taken from the Front Desk &
the luggage is delivered to the room. The Errand Card is filled; the pieces of
Luggages are noted on it.
3. If the guest is not accompanied by Guest Relation Executive then the Bell Boy
Offers to explain the hotel & room facilities to the guest.
4. Incase of scanty baggage guests, the front desk is informed.
Check Out / Guest Departure

1. The baggage is collected from the guest room and tagged.
2. After the guest has checked out, the bell boy accompanies the guest to the porch,
keeps the luggage in the car & wishes a fond farewell.
Wake Up Calls
1. In case a guest does not respond to his/her wake up call given by the operator, a
Bell boy goes to the room with the room key & rings the bell.
2. If the guest does not respond the room is opened & the guest is woken up.
Discrepancy
1. If there is a discrepancy between Housekeeping status & Front Office status, the
bell boy goes to the room to check it. If no guest response, the room is opened &
physically checked to see if any guest luggage is kept.
Group / Crew Distribution
1. The Group & Crew rooming list is prepared by the Front Desk & is distributed to
various departments by the Bell Boys.
2. The different departments are: - Minibar, Private Dinning, and Housekeeping.

This is done as & when prepared by the reception.
Parcel Handling
1. If the Guest is in-house:- The name & address of the person who has sent the
parcel is noted in the parcel register. The parcel is kept at the bell desk. A message
is left with the guest of the same in-case the guest is not in his room or incase the
guest is not in his room or incase of DND. If the guest is in the room, then inquire
if he wants the parcel to be delivered to his room
2. If the Guest is not in-house:- An entry is made in the left luggage register. The
luggage is tagged, one part of the tag is given to the Guest. The luggage is then
in the left luggage room. In case the luggage has to kept for one day at is usually
kept in the Outer luggage room called Coffee Shop. An inventory is taken
regularly to ensure no luggage is missing. When a guest comes to reclaim his
luggage, his tag is taken. Attached to the tag on the luggage & his signatures are
taken on the left luggage register. The luggage is kept for 1 year after which if
unclaimed it is auctioned.
Records Maintained
1. ILLR – Inner left luggage register
2. OLLR – Outer left luggage register
WORKFLOW
1. At the beginning of each shift, the Bell caption attends the Morning briefing at the
back office. Later he takes the briefing of all the bell boys on the shift.
2. Incase of morning shift if any guest preferred newspapers has not delivered by the
night shift then the newspapers are delivered.
3. The Bell caption fills out the Bell boy control sheet and keeps it ready for the shift.
4. On every Tuesday, first aid box is given to M.I. room for refilling. Any inventory
of Inner Left luggage is taken.
5. An inventory of outer luggage left luggage room ids taken every day. Fax,
messages are delivered to the rooms. Incase of parcels, a messages is left in the
room for the guest to collect it.
3. The Bell boys take the luggage of the guest checking in to their rooms and bring
Luggage from the guest rooms in case of departures.
4. Wake up calls if any are given. Distribution of Crew / Group rooming list is taken
from reception & handed over to various other departments.
5. At the end of the shift, handover is made for the next shift & anything of
importance or which has to be followed up is noted.
WORK PERFORMED BY ME:
 Checking the first aid box daily.

 Check the status of newspapers
 Deliver newspaper to the guest rooms.
 Collect baggages from the car and take it to the bell desk back area.
 Tag the luggage by the name of the guest and room no.
 Give one copy to the reception counter.
 Take the luggage to the room if check out.
 Take the luggage to the porch if check out.
 Help the bell boys for other activities.
TRAVEL DESK
The Executive at the Travel Desk is the person who knows the hotel and the surrounding.
He is the right person to guide about the surrounding like tourist places, shopping mall,
theatres etc He is the person who actually understand the guest’s needs and provide them
in the beautiful manner.
 24 Hrs business services
 Airline ticketing services
 News cable services
 Laptop/Computer on request
 Exclusive business centre for Privilege club guests
 Secretarial services on request
 Courtesy coach
 Safe deposit lockers
 In-House movies
 Photographer
 Astrologer
MASSAGE CENTRE
To complement and enhance many of our available treatments, the spa offers a range of
activities and classes to boost fitness. These activities will help you to get the best from
your body and make the most of your life cycle. Naturopathy/ life style consultation: On
consultation, a package is designed in accordance with your individual needs.
Yoga is an integrated way of bringing harmony to one’s body, mind and soul. Different
body types are comfortable with different asanas in yoga. With expert advice, we help
focus on those asanas, which are suitable to your body in particular.
Meditation: Stress, which is the most common problem encountered in today’s world
leads to various problems. Meditation helps you to be aware of a higher purpose in life,
letting you achieve a greater level of satisfaction and peace of mind. Pranayama: Yoga
scriptures have long discovered that the mind and balance the vital energy of the body.
We are glad to introduce the personal training programs which are available for anyone
who needs extra guidance or motivation of having someone to exercise with.
Having a personal trainer can be the best way to motivate and assist the individual in
achieving their fitness aspiration.
Our A.C.E certified personal trainer will design a program specific to your goals.
 Health Club and Fitness centre

 Timings: 7 am – 10pm
 ,Steam and Massage Service
 Outdoor swimming Pool

 Timings: 7 am – 8 pm
 Doctor
 On calls 24hrs DM to be informed
 Shopping Arcade
 Timings: 10:00a.m. - 10:00p.m
ROOM RESERVATION
Hotel Lotus Suites ,Andheri Kurla Road Mumbai (Bombay), 400059 India.
4**** Star
Guest Name: First Name Last Name
E-mail:
Address for
Correspondence:
Nationality:
Telephone
Office : Residence : Fax :
Check In : 12.00 noon Check Out : 12.00 noon
Booking Info :
Adults Children Bed
Type :
No. of Rooms : Type of Room
Tariff Valid From 1st Oct 07 onwards Type (per day rate) Tariff
Lotus Room Single Occupancy on CP
INR 9900
Plan
Lotus Room Double Occupancy on CP
INR 11000
Plan
Studio Room Single Occupancy on
INR 11000
CP Plan
Studio Room Double Occupancy on
INR 12100
CP Plan
One Bedroom Suite Single
INR 13200
Occupancy on CP Plan
One Bedroom Suite Double
INR 14300
Occupancy on CP Plan
Taxes : Inclusive.
Inclusive : Including Bed, Breakfast and Taxes. / One way
transfer.
Meal Plan: EP-Room Only, CP-With Breakfast, MAP-Breakfast
and Dinner, AP-Breakfast, Lunch and Dinner.
Mode of Payment :
By Credit Card By Bank
Transfer
Arrival Details
Airport Transfer
Required Not Required
Special Comments:
Room Reservation/Cancellation Policy:

1) Check in/Check Out time 12.00 Noon. 2) All Bookings are confirmed/Guaranteed
only if you hold CONFIRMATION VOUCHER from Indiatravelite.com. 3) In the case
of "No Shows" the hotel /Indiatravelite.com reserves right to charge Retention
charges of 1 night to your credit card. Cancellation should be notified 72 hours prior
to arrival in case for Mumbai, Delhi, Kolkotta, Chennai, Bangalore and all other
places 7 days before check in. 4) Your Statement will show charge as "Top
Communication". 5) For more details Click Here.
FOOD&
BEVERAGE
SERVICE
Hierarchy (FOOD & BEVERAGE DEPARTMENT)

Food & Beverage Manager
Restaurant / Banquet Manager
Asst Restaurant / Banquet Manager
Senior Caption
Caption
Senior Steward
Steward
Trainee
DUTIES AND RESPONSIBILITIES
RESTAURANT MANAGER:
1. Planning of budget, work flow of important activities to be undertaken to
achieve the budget.
2. Train the employee and devoice new up selling strategies.
3. Responsible for the overall performance of the staff, to maintain discipline
and control absentecism.
4. Prepare duty schedule and roasters
5. Attend guest complaints and requests.
6. Supervises the operations and renders support.
7. Approves re-ordering of inventory for efficient work flow.
8. Responsible for controlling pilferage in bar and keeps a check on inventory.
CAPTION:
1. Responsible for the operations of particular shift and section.
2. Receives and seats guest takes orders, does suggestive and up selling.
3. Prepares drink orders.
4. Does guest billing and posting.
5. Attends to guest request and complaints.
STEWARD
1. Works in co ordination with the captain.
2. Takes orders.
3. Picks up food & drink orders from respective kitchens.
4. Does clearance and wiping of washed articles.
5. Re set ups guest table.
6. Assists captain in his work.
TRAINEE
1. Mostly he does all the back area work.

2. Wiping off washed articles.
3. Picking up of orders.
4. Setting up of back area.
5. Assisting in operations etc.
HOSTESS
1. The hostess is the “face”

of the Restaurant. Their job
includes escorting the
guest, taking
reservations, folding napkins etc.
CO-ORDINATING DEPARTMENTS
1. KITCHEN (Indian) –
The Indian kitchen prepares most of the items in the menu. These include all
tandoori dishes, north & south Indian dishes. The south Indian kitchen prepares
all the dishes in the menu those are south Indian including the appalams, crustace
and the famous degree coffee.
1. SERVICE BAR –
All drink orders (liquors, soft drinks and wines) are made at the service bar. The
service bar also takes care of room service and lobby lounge.
2. KITCHEN STEWARDING –
Kitchen stewarding take care of washing the cutlery and crockery. Also, weekly
buffing of various EPNS items are taken care by kitchen stewarding
3. HOUSEKEEPING –
The Restaurant co-ordinates with the housekeeping department for procurement of
various linen & uniforms of the staff. The department maintains an inventory of the
linen given to the restaurant as to keep control.
4. OTHER OUTLETS –
There are times when a certain beverage is unavailable at the outlet. At such times,
an IDT made ands items are procured from other outlets.
5. ENGINEERING –
Any repair or maintenance work at the outlet is carried out by Engineering
Department.
6. FOOD & BEVERAGE CONTROLS –

The controls department takes care that there is minimum pilferage of items
(specially liquor)
WORK PERFORMED BY ME:
 Cleaning the bar area.

 Preparing fresh lime juice.
 Plucking of Pudina leaves.
 Cleaning of Glasses.
 Setting up the canned juice accordingly.
 Replenishing the bar store.
 Arranging the bottles.
 Wiping Glasses and required items.
THE POOL
The Pool with unique and contemporary outlook makes it outstanding amongst its
competitor.
BOUQUET LUNCH :
Mon to Friday Rs.299 All Inclusive 1230 hours to 1500 hours
HOLIDAY BRUNCH
Saturday - Rs.400 Al Inclusive Adult 1130 to 1530 hours
Rs.300 ALL Inclusive Child (between 3 yrs and 11 years)
Sunday - Rs.425 Al Inclusive Adult 1130 to 1530 hours
BUFFET DINNER:
Mon, Tue, Thur, and Sunday Rs.500 All Inclusive Adult 2000 to 2330 hours
Wed, Fri and Sat Rs.550 All Inclusive Adult 2000 to 2330 hours
RESTAURANT POOL SIDE

RESTAURANT MANAGER:
achieve the budget.
CAPTION:
1. Responsible for the operations of particular shift and section.
2. Receives and seats guest takes orders, does suggestive and up selling.
4. Does guest billing and posting.
STEWARD
2. Takes orders.
3. Picks up food & drink orders from respective kitchens.
5. Re set ups guest table.
TRAINEE

HOSTESS
1. The hostess is the

“face” of the Restaurant. Their
job includes escorting the
guest, taking reservations, folding napkins etc.
WORK FLOW
MORNING SHIFT:
1. Reports at 07:00hrs. Briefing takes place, menu is discussed, list of not
available notified
2. Takes handover sheet from night shift. Handles breakfast operations
3. Breakfast buffet cleared at 11pm
4. Clearance of buffet area & setting up of lunch buffet
5. Lunch operations commence from 12:00hrs
6. Clearance of main course (buffet) at 15:00hrs, rest 16:00hrs
AFTERNOON SHIFT:
1. Reports at 15:00hrs take handover from morning shift.
2. Handles high tea & arranges for dinner buffet set up.
3. Operates dinner buffet from 19:00hrs.
4. Clearance of dinner buffet at 00:00hrs.
NIGHT SHIFT:
1. Reports at 22:00hrs takes handover from afternoon shift.
2. Handles midnight snack operations, setting up of morning breakfast & handles

operations, commencing from 06:00hrs.
3. Give handover to morning shift.
1. KITCHEN –
all the dishes in the menu that are south Indian including the appalams, crustace
2. SERVICE BAR –
buffing of various EPNS items ai taken care by kitchen stewarding
2. HOUSEKEEPING –
4. ENGINEERING –
Department. Maintenance of coffee/ tea machine, microwave & other equipments.

(especially liquor).
6. FRONT OFFICE –
To get information about occupancy, house count. Info about Group’s, VIP’s,
Crew Movements. Info about reservation status i.e. whether RRIB or not. To
check for any billing instruction, discounts etc.
7. STORES, PURCHASE, RECEIVING –

Requisition for general inventory or bar stores is sent & same is procured as &
when required.
ROOM SERVICE
“Room Service” is known as “In Room Dining” which is 24hrs in-room dining
service provided to all the in-house guest.
The major aim of the department is to provide service in a comfortable and
relaxed ambience where food is delivered to guest in his room, making the same set-up
and appeal as in a restaurant, it also adds a touch of personalization as the guest receives
the undivided attention of the steward and elements of privacy are taken care of.
The menu includes the outlet menus so that the guest can order food of
speciality outlets in the room, in addition to which there is breakfast and snacks and other
speciality pizza and sandwich course included in the menu. There is a varied choice and
fine blend of different cuisines for guest to choose and make their order.
The standard waiting time for beverage is 10-15mins whereas food order is
25-30mins any orders taking time more than the standard is estimated to the guest at the
time of receiving the order.
JOB DUTIES AND RESPONSIBILITIES

ORDER TAKER:-
1. Attend all calls in standard time (before 3 rings) and convey appropriate greetings
2. Take guest orders and fire the K.O.T
3. Print guest bills.
4. Updates the daily occupancy, V.I.P in-house, current promotions etc on the board.
5. Also notes down guest preferences or any important information in relation to the
guest.
MANAGER
1. Responsible for the ultimate performance of the department and the team
members.
2. Prepares annual and monthly budget.
3. Responsible for maintaining the inventory.
4. Controls breakage and spoilage.
5. Responsible for staff training and appraisal.
6. Undertakes recruitment and selection for his team, suggests promotion for
employees etc.
7. Studies daily sales report and plans strategies to push the slow selling items.
8. Makes sure to satisfy V.I.P guest preference and satisfaction.
9. Handles special requests and complaints.
SENIOR CAPTION
1. Responsible for the performance and overall operation of the department.
2. Prepares duty roasters and employee schedule for the training.

3. Assists managers with reports and achieving financial budget.
4. Handles guest complaints and staff grievances.
5. Responsible for motivating the employees and improving production output.
6. Overall responsibility of efficient and smooth functioning.
CAPTIAN
1. Takes care of the operations and maintains a steady work flow.
2. Supervises all the orders before being dispatched to rooms.
3. Responsible for staff training and discipline
4. Accounts staff leaves and absenteeism
5. Responsible for requisition of store items
6. Co-ordinates with other allied departments like production, linen room, and stores
etc for smoothing functioning.
7. Accountable for all the happening in the particular shift.
8. Takes daily briefing and discuses the performance and happenings of the previous
day
STEWARD
1. Sets up trays/trolleys for order delivery.
2. Picks up food from the respective kitchen
3. Delivers order to the guest rooms, corporate offices etc.
4. Sets up the pantry and is responsible for its upkeep at all given times.
5. Clears trays and trolleys from rooms.
6. Places applies and cookies and other amenities in occupied and vacant rooms.
WORK-FLOW
MORNING SHIFT:
1. Briefing takes place at 07.00hrs.
2. The morning shift staff assembles in the pantry in a clean and neat uniform.
3. The caption along with the order taker conducts the briefing where the last night
financial figures.
4. Special incidents if any are discussed following with the current days occupancy,
house count, room count, VIPs in-house and expected, crew in-house and
expected etc are announced.
5. Then the caption undertakes to brief the staff about the menu and list of non-
available (if any) and other special concerns.
6. Immediately after the briefing the night shift handovers the operation charge and
morning shift takes over breads and picked from bakery for breakfast orders and
cookies replenished.
7. Cookies and apples are placed as standard amenity in all the rooms.
8. Up till around 11a.m the breakfast orders are delivered.
9. At around 11.30hrs the breakfast rolls (remaining ones) are returned to the bakery
and soft rolls and crustinis received as an accompaniment with soup and main
course.
10. Trolleys are kept ready for the lunch orders with the linen and mock setup.
11. The cutlery, crockery, glassware’s used for breakfast are washed and received
from the stewarding which are cleaned wiped and stacked.
12. All the bills are duely signed and received from the rooms and sent to the cashier,
the complimentary bills are sent to the Food & Beverage controls.
AFTERNOON SHIFT:
1. Briefing takes place at 1500hrs.

2. Handover received from morning shift and any special concern or pending task
announced.
3. Afternoon shift takes over and continues to operate for lunch order until 1600hrs.
4. Linen is exchanged fresh against soiled for dinner operations.
5. Rolls and cookies replenished once again.
6. The lunch cutlery, crockery, glassware etc are washed and received from
stewarding which are clean wiped and stacked.
7. The entire pantry is once again set and made ready for the dinner operations
which commences roughly from 1900hrs.
NIGHT SHIFT:
1. Briefing takes place at 2200hrs.
2. Handover received from afternoon shift.
3. Dinner operations continued until around 01.00hrs.
4. After which the breakfast rolls like Danish pastry, muffins, croissants etc are
received from bakery for breakfast orders.
5. Also, the closing takes place during night shift where the sale of the entire day is
accounted before the date change.
6. The trays, trolleys and pantry are made ready for breakfast operations and to be
handed over to morning shift.
7. Linen is received for smooth operations.

PROCEDURES
1. When the guest calls the room service, his order is taken by the order taker who
posts the entries into the computer.
2. The cheque is printed on a printer which is kept at the supervisor’s desk.
3. This cheque has 4 copies KOT, Guest copy, Accounts copy and Food & Beverage
control copy.
4. The KOT and Food & Beverage control copy are taken off by the supervisor and
given to the kitchen and room service steward who lays the tray or a trolley.
5. The breakfast is collected from the room service kitchen, some of lunch, dinner
items are picked up from main kitchen or any other Food & Beverage outlets.
6. After the food is picked up, it is kept on a tray which is kept at the supervisor’s
desk. The supervisor checks the order before it goes to the room.
7. Accompaniments of different foods (Indian, Chinese) etc. are also placed.
Room Service Door Knob Breakfast Menu Card: This card contains the Breakfast menu,
the time at which the order is required and the room number, which has to be filled in the
guest. The guest may tick the item he wants to order for breakfast. The card is then again
hung with the door knob outside the room. The night shift staff of the Room service
collects all these cards from outside the rooms and the order is thus sent to the guest room
at the sated time in the morning. Fresh doorknob menu cards are placed in the rooms by
the Housekeeping Department.
1. Bread Rolls
2. Juice
3. Sugar
4. Tea pot
5. Milk pot
6. Tea cup
7. Butter preserves
8. Cold cuts
1. Bread rolls
2. Fruit juice
3. Egg preparation
4. sugar
5. Coffee pot
6. Cup
7. Milk pot
8. Cereals
1. Indian Preparation
2. Water
3. Salt/Pepper
4. Sugar
5. Tea Pot
6. Milk Pot
7. Tea cup
8. Juice
Velvet Lounge
Hip, trendy and cool lounge destination for the young at heart. It transforms itself fron a
lounge bar to a night club in the leter hours.Stylish cocktails and an interesting blend of
music with chic bartenders contribute to a laidback cozyness.
• Open for dinner

• Dress code: Casual
• Phone: + 912 266 927577
banquets
BANQUET MANAGER
achieve the budget.
CAPTION:
1. Responsible for the operations of particular shift and section and finalizes
everything with the event coordinator.
2. Receives and seats guest makes sure that the function is running smoothly.
4. Takes care of the equipments required for the event.
STEWARD
2. Takes care of guest request.
3. Picks up food for the buffet and replenish it from time to time.
5.Makes sure that the buffet arrangement is clean.
TRAINEE

HOSTESS
1. The hostess is the

“face” of the Restaurant. Their
job includes escorting the
guest, taking
reservations, folding napkins etc.
WORK FLOW
MORNING SHIFT:
1. Reports at 07:00hrs. Briefing takes place, menu is discussed, list of not
available notified
2. Takes handover sheet from night shift. Handles breakfast operations and
morning meeting &conferences
3. Breakfast buffet cleared.
4. Clearance of buffet area & setting up of lunch buffet for the same or the new
event.
5. Lunch operations commence from 12:00hrs
6. Clearance of main course (buffet) at 15:00hrs, rest 16:00hrs
AFTERNOON SHIFT:
1. Reports at 15:00hrs take handover from morning shift.
2. Handles high tea & arranges for dinner buffet set up.
3. Operates dinner buffet from 19:00hrs.
4. Clearance of dinner buffet at 00:00hrs.
NIGHT SHIFT:
1. Reports at 22:00hrs takes handover from afternoon shift.
2. Handles midnight operations, setting up of morning breakfast & handles

operations, commencing from 06:00hrs.
3. Give handover to morning shif

1. KITCHEN –
all the dishes in the menu that are south Indian including the appalams, crustace
2. SERVICE BAR –
buffing of various EPNS items ai taken care by kitchen stewarding
9. HOUSEKEEPING –

11. ENGINEERING –
Department. Maintenance of coffee/ tea machine, microwave & other equipments.

(especially liquor).
13. FRONT OFFICE –

To get information about occupancy, house count. Info about Group’s, VIP’s,
Crew Movements. Info about reservation status i.e. whether RRIB or not. To
check for any billing instruction, discounts etc.
14. STORES, PURCHASE, RECEIVING –

Requisition for general inventory or bar stores is sent & same is procured as &
when required.
HOUSEKEEPING
HOUSEKEEPING
AN OVERVIEW
Housekeeping is the backbone of the hotel. The housekeeping department is responsible

for the upkeep and maintenance of the entire hotel. One of the first impressions, guest
forms when he walks into the hotel is a reflection on the housekeeping department- how
clean, a pick-n-span and well maintained are the surroundings. No hotel can function
without this department because it overseas everything from the guest rooms, public
areas, laundry, linen, horticulture & flower arrangement to maintenance3 of
housekeeping equipments, which is now becoming increasingly high-tech.
Considered a back of the house operation earlier, the perception of housekeeping has
undergone a sea change, Now, not just managers but staff at all levels including the
housekeepers are being encouraged to interact with the guests. Since the feedback they
receive is the first hand, it simply helps the management to respond promptly to the guest
requirements. This also helps to update guest history more accurately. Increasingly more
responsibilities are being delegated to the housekeepers who are being groomed as Guest
Service Agents.
Hierarchy (HOUSEKEEPING DEPARTMENT)
Executive Housekeeper
Housekeeping Executive
Floor / Public Area Supervisor
Room / Public Area Attendant
Casual
JOB DESCRIPTION
EXECUTIVE HOUSEKEEPER
 Takes briefing for the Housekeeping HOD’s.
 Makes sure that the housekeeping service standards are maintained.
 Attend the morning HOD meeting.
 Prepares Duty roasters for the Housekeeping HOD’s.
 Sanctions leaves and offs.
 Planning of budget, work flow of important activities to be undertaken to achieve

the budget.
 Train the employee.
 Responsible for the overall performance of the staff, to maintain discipline and
control absentecism.
 Attend guest complaints and requests.
 Supervises the operations and renders support
 Approves re-ordering of inventory for efficient work flow.

HOUSEKEEPING EXECUTIVES / SUPERVISORS
 Gets the work done from the room attendants.
 Check the total departure / vacant status of the rooms.
 After the room is done clear the room and make it available for sale.
 Make sure that the room is in the standard condition.
 Checks for any maintenance work to be done.
 Checks for the room / bathroom amenities.
 Arrange the linen and toiletries for the room attendants.
ROOM ATTENDANTS
 Place all amenities and linen in the Housekeeping Trolley.
 Check the no of departure/ crew / vacant rooms.
 Start with the departure rooms.
 Cleaning of the room thoroughly.
 Cleaning of the bathroom thoroughly.
 Placing the toiletries and room amenities properly.
 Checking if any maintenance works to be done.

HOUSEKEEPERS REPORT
A Housekeeper has to prepare a report known as the occupancy

report in, which the current status of the room is given. All the occupied room, vacant
room, clear room, and rooms etc is listed on this report. The report is prepared and
sent to the reception thrice a day. These reports are then tallied with those of the
reception and the discrepancy report is then prepared basically to know the latest
position of the rooms. The report must have the signatures of the supervisor who
prepares and sends the report down to the front office.
LINEN ROOM
It is one of the most important sections in Housekeeping. All the

departments depend on the linen room to get their linen and uniforms laundered.
Linen room supervisor heads the linen room. The soaked linen is
collected & counted in front of the House man for the right count. The badly and
damaged stained linen is kept aside. Warning is issued to the person responsible. The
description of soiled item, soiled count, clean linen received, balances and other
remark is entered in linen exchange slip. Clean linen is given in exchange against the
number of soiled linen
WORK PERFORMED BY ME
 Collecting the linen from the laundry.
 Setting up the Trolley.
 Distributing linen equally for each floor.
 Collecting the soiled linen from each floor through shooters.
 Taking the soiled linen back to the laundry.

CLEANING OF THE ROOM
 Leave the door wide open until work in the room is completed.
 Turn on every light, if any bulb is burned our report immediately and switch
off the lights.
 Immediately report any damage to the room, furniture and equipment.
 Any article left by the guest in a departure room should be reported

immediately.
 Hang any article of clothing found on the bed, chauffeurs or furniture, neatly
in the closet.
 Printed material, magazines and other papers, which are not in the waste paper
basket, should be placed neatly on the dresser.
 Empty all the ash-trays in the waste paper basket spread a newspaper on the
carpet and empty your waste paper basket on it. Never put your hand inside
the basket.
 Gather all soiled linen and other waste from the bathroom strip the linen from
the bed, shake the linen out thoroughly over the bed to make sure that no
clothing or other articles are mixed with the linen.
 Show the bed linen, mattress are wet, stained or torn report it at once.
 Gather all soiled linen in bundle and take it to the hamper on your trolley. Be
carefully noted to overload the hamper.
 Bring the clean linen and make the bed.
 Check and replace the guest supplies.
 Clean the wardrobe shelves and rod. Keep 16 hangers in room. Keep three
laundry bags on the top shelf with laundry list. Dust the inside doors,
wardrobe floor and corners.
 Open the dresser drawers and clean them. Place the prescribed guest supplies
in the appropriate drawers, the item and amount is given on your checklist.
 After providing the night service, keep the bed spread on the top shelf of the
wardrobe the luggage rack in case shelf has no place.
CLEANING OF BATHROOM
 Remove all the guest and Hotel article from the marbles top of the wash basin .i.e.
gargle glasses, ashtrays etc.
 Remove soiled linen including bath mat and rug.
 Clean the light fixtures.
 Clean the mirror with the wet cloth and then give shine with dry cloth or old
newspaper.
 Clean the wash basin and marble top with VIA and sponge tines with tap water
and dry it with towel duster. Replenish guest supplies and it arranges neatly guest
and hotel articles removed in step no 1.
 Clean water clots with Vim and brush from inside and outside. Sufficient phenol
may be used to the W.C. keep three hygienic bags at the neck of water closet,
close seat cover and put on satire band.
 Wipe and dry show curtain with towel duster and keep away when washing the
bathtub.
 Washing bathtub with Vim and brush, rinse with clean water and dry with towel
duster.
 Empty and clean the laundry basket.
 Spread shower curtains and place it in the bathtub.
 Clean the bathroom floor and dry with mop.
 Replace fresh bathroom linen.

 “E” type’s suites keep
bidet towel.
WASH BASIN
Toughly chain the inside and outside the basin. Stopper chain and water outlet should be
cleaned properly. All the chrome fixtures should be dried with a clean cloth to remove
water spot.
TUBE AND SHOWER
Test water closet, seat and seat cover must be cleaned inside and outside. Clean the set
hinges and flush valve, clean and wipe dry the sear and use the hygienic band in
departure rooms. Disinfectant W.C. with phenol. Never use water from toilet for cleaning
purpose. Dust inside the bathroom door. Wipe off the soiled places. Equipment used on
the floor should not bee use in the tub and wash basin.
Replace the rug and bathmat. Turn off the lights and close the door.
DUSTING
Dust the room completely starting with the entrance door frame work around the room.
Dust all doors, doors frames, pictures windowsills and frames. Dust furniture makes sure
nothing is left there. Dust bed board lampshades and based and telephones.
TURN DOWN THE BED
Pull the night spread gently back, exposing the pillows.
Fold the spread in a three way fold.
1. Top toward the bottom of the bed, approximately ¾ of the way up.
2. Bottom towards the head of the bed, approximately ¾ of the up way.
1. Fold the left side to the center.
2. Fold one more time and you have a folded spread that will fit on the closet chief,
baggage bench or in the dresser drawer.
3. Pull back the second sheet, blanket and the third sheet in operations, in to triangle.
a) Double bed rooms occupied by two persons, follow the same turn down
procedure on both sides of the bed.
b) Twin bed rooms occupied by one person, turn down bed nearest to bath
room. Turn down the bed facing the night table.
c) Twin bed room occupied by two persons turn down each the bed facing
the night table.
d) Place the Good Night amenities on the pillows.
WORKED PERFORMED BY ME:
 Helping to setup the trolleys.

 Making of bed.
 Checking of Lost & Found if any.
 Submitting the lost & found to the control desk.
 Dusting the room & room amenities.
 Floor vacuuming.
 Checking of room amenities.
 Checking of bathroom amenities.
 Replacing newspapers and magazines.
 Replenishing the trolley with the required items periodically.
 Collecting the soiled linen.
 Making an entry in the book the no of rooms made.
PUBLIC AREAS
Public area comprises of main lobby, cloak room restaurants, swimming pool,
Executive office etc.
There are two supervisors who are in-charge of public areas for the morning and
evening shift. In the morning there are 15 housemen working under the supervisor. The
houseman is assigned with the cleaning of particular areas. The cleaning of the restaurant
is done before mis-en-place starts.
The cleaning of the public areas has to be well planned. It should be cleaned
when there’s no rush causing minimum inconvenience to the guest.
The spotting of the carpets is done once in a month. The lobby should be cleaned
during nights as it would not cause inconvenience to the guest. The spring cleaning and
scrubbing of the public areas is done by the night shift staff. The carpets and upholstery
of the restaurants is done everyday by the morning shift staff.
The work on the floor is divided into two categories of workers:-

 Public Area Supervisor
 House man
 Cloak Room Attendants
PUBLIC AREA SUPERVISOR
• Firstly in the morning the supervisor checks the logbook for any pending area
cleaning of the last shift.
• There after the disturbs the public area cleaning accordingly, supervisor any
special decoration or arrangement in the banquet hall, decoration in the lobby on
account of special occasion. The public area supervisor looks after the cleaning of
the club Royal floor and business lounge also. He checks for all the maintain
required in the public area for example polishing required any fittings to be fixed,
electrical complaints etc.
CLOAK ROOM ATTENDANT
Cloak room attendants for both ladies & gents guest cloakrooms are also
appointed by the housekeeping their involve:
• Keeps the guest cloaks room spic & span.
• Replenish guest cloak room supplies:

 Hand Towels
 Face Towels
 Liquid Soaps
 Moistrizers
 Toilet Rolls
• Help the guest if required.
• Inform the housekeeping desk of any complaints regarding the guest cloakroom.
WORK PERFORMED BY ME
 Vacuuming the public area like Banquets, Restaurants, and Corridors etc.
 Dusting the drill and other things in the Restaurants.
 Wiping big glasses at the banquets, restaurants and the lobby area.
 Brassoing the brass items.

Training & Development
Department
JOB DISCRIPSTION
TRAINING MANAGER:
 She is responsible for the functioning of this department
 Checks staff attendance & sanctions leaves.
 Handles staff disputes & also resolve problems.
 Deals with all the training for the HOD’s and staff.
 Sets, maintains the Hotel Standards & operating procedures.
 Grooms staff in as per hotel standard.
 Conducts Orientation and induction for the new employees.
 Co-ordinates with all HOD’s for their introduction with the new comers.
 Conducts Staff quality meetings.
 Responsible for all external trainings.
 Checks all the standard operating procedures off different departments.
 Takes care of the Hotel Audits.
 Co-ordinates with the External Auditors and the Consultancy.
 Conducts internal Audits.
 Responsible for the Daily Briefing Sheet.
 Recruitment of Industrial trainees.

 Scheduling of Industrial trainees.
 Conducting training
classes of Industrial
Trainees.
 Make sure that all the

department’s co-ordinate with each other.
 If not she arranges the teambuilding sessions.
 Makes sure that all the employees including Managers go through the Bliss
Standards training.
 Conducts Spoken English Classes for the average English speakers.
 Helps the departmental trainers to conduct training for their departments.
 Prepares the yearly training budget.
 Achieves the yearly training target given to her.
Work Performed by Me:
 Print the Daily Briefing sheet & keep the training report ready for the morning
meeting.
 Takes messages for the Training Manager.
 Makes sure that the formats required for any training session is adequate.
 Collect the Birthday pictures and important notice for the next day from Human
Resource Department.
 Co ordinate with the Banquets department of the setup of the training sessions.
 Co ordinate with the T.V room & EDP department for the training sessions.
 Co ordinate with the Training Manager for conducting Industrial Trainee

Interview.
 Maintain records in the system as well as a hard copy.
 Taking Orientation & Induction of the Industrial trainees in the absence of the
Training manager.
 Getting all things done for the new trainees like locker keys, identity cards, name
tag & uniform.
 Finally take them to there respective departments.
 Coordinating with the Training Manager for Orientation of new employees.
 Collect names of the news employees from H.R Dept at least 3 days prior to the
Orientation date.
 Make their welcome letters with their names, designation and send it to General
Manager’s office to get it signed.
 Co ordinate with banquet sales department to get the name boards of the new
employees.
 Make sure that the welcome kit is completely ready.
 Take the new employees for the room’s tour and explain different types of rooms.
 Finally take them to their departmental heads.
 Make Daily briefing and give it to the EDP Dept & T.V room.
 Give all the updates to the Training Manager about what happened the whole day
in her absence.
 Takes care of the store inventory.
 Co ordinate for the staff quality meeting.

KITCHEN
INTRODUCTION
Hotels are justify proud of their reputation for fine cuisine and elegant
dining. Food production is an integral part service of hotel. When the guest
arrives at the hotel he not only expects good food of the highest possible
standards Especially in today’s times with growing competition it is very
essential that the hotel tries to provides as many food outlets to the guest
serving various kinds of quality cuisine.
Nowadays the restaurants not only provide services to the in-house guests
but also to the local guest the recognized patrons.
Food production is the conversion of food from the raw to the palatable state.
It is no longer a profession concealed in mystery like the secrets are available
easily today with its formula. There principles, procedures and techniques in
food production just as there are in other fields.
Food production is respect connoisseurs of food who have been passing

techniques and styles of cooking from generation to generation. It is due to
this fact that food production has developed to the advanced form it portrays
today. Even for achieving the goal of profit, emphasis is not only on quality
of food and techniques of presentation but also on hygiene ‘nutrition,
satisfaction and economy to a customer, at there are six restaurants and
room service available for providing service to the guests. For the functioning
of these outlets there a series of kitchen provided. Although these entire
kitchens were not covered during our training period the following were
provided to us for the same.
JOB DESCRIPTION
KITCHEN EXECUTIVE
Responsible to : Executive Chef

Responsible for: Kitchen section
Duties & Responsibilities:
1) He is responsible for overall smooth and efficient functioning of the whole

section.
2) Ensures that prescribed recipes and standards are followed.
3) Responsible for quality control, improving standards and innovation.
4) Co- ordination with all the other departments and section of the kitchen.
5) Attend the morning meetings and perform administrative duties for the
section.
6) Prepare the duty roasters.
7) Authorizers all the formats.

8) He is also authorized for granting leave to personnel in his own section.
SOUF CHEF
Responsible to : Master Craftsman

Responsible for : Chefs working under him
Duties & Responsibilities :
The sous chef is responsible for his particular department which may very
e.g. pastry, garde manger.
He issues a duty register for his department and hands over duty sand
responsibilities for the staff working under him.
The sous chef is answerable to the executive chef and hr has to keep the
functioning of his particular up to date.
He sanctions overtime and leave for the personnel in his department.
CHEF DE PARTE:
Responsible to : Master Craftsman

Responsible for: Chef working under him
1) Ensures that the food items are picked up timely and checks portion
control.
2) Task over the duties of master craftsman in his absence.
3) Prepare the storeroom requisition.
4) Ensure the proper storage of raw materials.
5) Ensure correct maintenance and usage of equipment.
6) Supervise the wastage control and mis-en-place.
COMMIS:
Responsible to : Kitchen executive

Responsible for:
Apprentices
Duties & Responsibilities :
1) Maintain overall cleanliness.

2) Prepares the food dishes.
3) Responsible for proper usage of raw materials and equipments.
4) Ensures proper storages of raw materials.
5) Ensures the store kick- up is proper.
APPRENTICE COOKS
Responsible to: Master Craftsman
The apprentice cooks are on the induction level as they have to develop their
knowledge about the basics of cookery.
As apprentice cooks, their main objective is to help out, learn and be
observant at all times.
Most of the times, they are handed over with task like cleaning, cutting and
doing mis-en-place.
UTILITY WORKERS
Mazdoors are blue-collar labourers and their main task is of cleaning the
kitchen, thus maintaining cleanliness at all times. The trauisens and walk-ins
being a part of the kitchen, they are also cleaned by the Mazdoors.
The dirty dishes and vessels are also by the mazdoores.
THE KITCHEN SUBDIVISIONS
In the hotel, they use the decentralized system of kitchen functioning though
in some places centralized system is used. The main sections of the food
production department are:
1. MAIN KITCHEN: This section of the kitchen is divided into 3 sub section
as following:
a. Soup section
b. Hot range (continental)
c. Indian Kitchen
This section mainly serves to outlets as room services, La Rochelle, Coffee

shop, Banquet.
2. GARDEMANAGER: This section deals with the cold meat and food for
the department. It serves to all the outlets of the hotel such as butler
pantry, Room service, Coffee shop, La Rochelle, other section of the
kitchen etc. It is a decentralized kitchen working 24 HRS.
3. BAKERY: This section of the kitchen working continuously and

producing high quality cakes, pastries, desserts, bread rolls etc. It is a
decentralized kitchen working 24 HRS.
4. BUTCHERY: Butchery in hotel terminology is also called “ Meat

Fabrication ” as it is involved in changing the form of meat, poultry, fish
etc. from unclean and large chunks to clean and appreciate sizes as
required for various purposes.
5. COFFEE SHOP KITCHEN: This kitchen serves all the continental dishes
on the menu 24 hrs- a day.
6. SPECIALTY KITCHENS: These are the kitchen solely working for the
restaurant they are attached to. This kitchen produce only the type of
cuisine offered by the
restaurants. The
kitchens work on
break shift basis
except for north west
frontier cuisine kitchen as it involves a great deal of cooking over a lo0ng
period of time.
INDIAN KITCHEN
This section is the main kitchen which is responsible for the preparation of all
Indian.
Tandoor section: This section is responsible for the preparation of the all
tandoor items. Its basic function of the morning includes supply of breads to
La Rochelle.
Halwai section: This section is involved in the preparation of all Indian

sweets whether hot or cold. All the dishes are prepared by the halawai for ‘a
al carte menu’ as well as banquet parties and kept in the cold storage under
lock and key.
SECTION FUNCTION
Pantry Dispending dessert.

Lassi (sweet & salted)
Salads, raita, curd etc.
Halwai Indian desserts in the menu

Are prepared here.
Curry section Makhnis, Kormas, dals, etc.
Tandoori section Tandoori items including roti
Rice section Biryanis, pulao, are prepared
South Indian section Idlis, dosas are prepared
Back area
Used for mis-en-
place,
Quality cooking for banquets etc.
BAKERY
The bakery consists of a twin room enclosure called the confectionery and
the bakery (the place where all the baking is done) with its own walk-in
and deep freeze. It is the place where the preparation of the cakes, Breads,
Pastries, and Tarts etc takes place. It provides a large variety of desserts and
beverages for the benefit of the guest. It is a guest’s delight to be in the outlet
which brigs into combination one of the best products with the hospitality of
the staff at the work. The bakery provides service to coffee shop, Room
Service, La Rochelle, Butler pantry, Banquet, Pantry shop & all specialty
kitchens.
OBSERVATION:
The bakery is divided into a baking room, pastry area, puff area, and gateau
area.
It also has an ad ascent chocolate room for chocolates and pralines. Cakes of
varies tapes including special orders with written messages are prepared
here.
All the breads, pastries, muffins etc are prepared in night. The bakery
section has various types of imported flours required for breads.
The bakery has its own pot wash.
Each bread and pastry has a set décor and its picture is set up to get required
shape.
The bakery’s cold storage is use to store perishable Items like the dough,
prepared pastries, cream, milk, butter etc.
The deep freezer is used to store hotel-made ice creams, mousses, etc.
The oven has hot air jets and is of rotatory rack-type.
The general basis of requisition in the bakery is that: generally the stores for
one-two days is taken
in advance.
Hard liquors like rum,
tequila, whisky, etc are
also used to add
flavors to some of the preparation.
Common Cakes made at the main table are:
1. Vanilla Cake.
2. Nougat Cake.
3. Truffle Cake.
4. Light Chocolate Cake.
5. Fruit Cake.
6. Madeira Cake.
7. Marble Cake.
8. Pineapple Cake.
PUFF SECTION
The puff section consists of a big rolling machine to roll out the dough. The
dough may be needed for Danish pastries, pralines, savory dough, flan
dough, beaches, volt au vents or cheese sticks etc.
There are two main types of dough are used via:
1. Savory Dough.
2. Puff / Flaky Dough.
Out of these, they are molded into tarts or botches or volt au vents, filled in
with choice fillings and sent up for sale.
ORGANISATIONAL STRUCTURE
Sous Chef
Kitchen Executive
Chef De Partie
Commis 1
Commis 2
Commis 3
Apprentices / Trainees
DUTIES & RESPONSIBILITIES
MORNING SHIFT:
1. Pick lip the stores and store them at required places.
2. Prepare cakes, desserts, savory, pies etc for different outlets.
3. Handle orders for ice cream, shakes, rolls etc.
4. Prepare desserts for banquet function.
5. Prepare fresh rolls for using during lunch time.
6. Prepare pizza dough.
7. Prepare food stuff for the pastry shop.
AFTERNOON SHIFT:
Takes handover from shift for any balance of stores.
Prepare various types of cookies and breads like Hard Bread, Vienna Bread,
and Burly Bread.
Prepare sponge cakes, Pastry sheets, pralines, butter Cream, Gnash, Creams
etc.
Handle orders of desserts.
Prepare desserts & savory pies for evening in restaurants.
Handle orders of cakes from pastry shop.
Take the handover of items after closure of pastry shop.
NIGHT SHIFT:
The basic duty of the shift is to prepare varies breakfast rolls for the
morning.
It also does cleaning of the bakery equipment.
RECEIVING AND STORAGE:
Since the bakery deals with the products having cream, butter etc. Which are
highly susceptible to spoilage, thus there should be proper storage of such
items.
Also, on receiving of the items from the stores the quality and quality should
be checked. The first in the first out technique is to be followed.
EQUIPMENT USED IN BAKERY:

NAME
FUCTION
Probing chamber
For probing & leavening purpose of breads, rolls etc. 3 tire oven.
For baking for breads, cookies, pastry sheet etc.
Chocolate cutter
For cutting chocolates into shaving.
Twin set ice cream maker
For the mixing of the ice cream mix and its preparation.
Bread slicker.
For the slicing of breads.
Pizza & pasta maker.
For rolling dough into sheets of desired thickness.
CONTINENTAL KITCHEN
As the name clearly indicates, it is responsible for the preparation of all

continental dishes and their service to outlet such as La Rochelle, room
service, and the banquets. This section is divided into 2 parts.
1. Soup Section.
2. Hot Range.
1. Soup Section: This is the section preparing all types of soups for all
banquet functions and restaurants. The section has one chef working,
who prepares all the soups. Every day about 7-8 soups are prepared
including the party soups and the quality produced is 150 cups of each
soup daily. This section also prepares stocks of different type for use in
soup section as well in any other part of kitchen as required. The section
gets the raw materials in daily requisition basis to stores and butchery.
The soup prepared everyday includes.
Mulligatawny soup Cream of Tomato Soup

Tomato Shorba Soup Cream of Leafy Spinach soup
Cream of Mushroom soup Seasonal soups
2. Hot Range: This section of the main kitchen is responsible for

preparation of food for the restaurant buffets in the morning and a la carte
menu to the restaurants in the evening. It is further divided into the
following.
Vegetable section
Grill section
Range section
Saucier section
Pantry section
ORGANIZATIONAL STRUCTURE
The kitchen is headed by kitchen executive followed by CDP and so on as

follows-
Kitchen Executive
Chef de Partie
Cooks
The shift does the following duties
1. The function prospectus is once again cross examined though done before
also.
2. The kitchen is set up.
3. Mis-en place for food stuff is done.
4. Buffet food is prepared and sent that it is picked up timely.
5. Stores are bought (includes grocery, perishable, butchery)
6. Soups are prepared and given to outlets & rest are stored.
7. The shift also does indenting for raw materials for next day.
EVENING SHIFT:
1. Stores are brought (if ant balance is there)
2. The kitchen is once again set up.
3. Order of food is prepared.
4. Mis-en place for their own shift is done.
5. Soups and other items for the banquets and prepare.
6. Live pasta is provided for in case demanded for the party.
7. Mis-en place or the closing, duties and cleanup is carried out.
8.
EQUIPMENT IN KONTINENTAL KITCHEN:
NAME
Steam Boiler
Roasting Pans
High pressure Burners
3 tier oven
Salamander
Hot plate
Grill
FUNCTION
For volume boiling

For bulk sautéing, frying etc
For cooking food
For roasting meat products
For gravitations
For slow cooking
For grilling food
GARDEMANAGER
The Garde Manager or the cold kitchen is the place where all carvings and
displays are carried out. Here the staff is skilful and the work done is very
different from the other kitchens.
Various salad displays, fryer displays, meat platter displays in a decorative

and fancy manner are done to improve the image and the standard of the
hotel. Fancy carving and decorative displays are always liked by the guests.
The total strength of the kitchen comprises of 7 people. The Garde Manager
is small kitchen with one walk-in cooler and our traulsen. It is located right
beside the pastry kitchen and is not far from the main kitchen. Here the
items and displays would be made according to the pastry sheet. It mainly
caters to parties and buffets.
Duties and Responsibilities:
Pick up the stores,

Open and set the kitchen for function.
Cross check the function prospects.
Prepare the salads for buffets in coffee shop and La Rochelle.
Prepare cold meat platter, canapé platters for outlets.
Prepare dressing and garnishes for salad buffets.
Peeling of sweet lime and talking out the juice for La Rochelle lunch.
Preparing for next days breakfast fruit platters.
Other related functions:
1. It prepares classical
canapés for banquet
functions.
2. It also carried out Ice
carving and pumpkin
carving etc.
EQUIPMENTS USED IN GARDEMANAGER:
NAME FUCTION
SLICER For slicing of meats, vegetable, fruits of equal
size.
JUICER For taking out juices.
TRAULSEN For storage of frequency used perishable
products.
WALK-IN Used for storage of items.
GRAVITY FEED For slicing breads, eggs, etc.
DISPLAYS MATERIALS:
Garde manager is an innovative image creator for the hotel and thus there
are various material used for displays of products. Some of them are as
follows:
1. Marble tops
2. Mirrors with wooden beadings of very thin thickness.
3. Silver platters covered with jelly or has no direct contact with fruits,
vegetables, etc.
4. Glass / ceramic bowls.
STANDARD PRACTICE:
Slice the garde Manager section deals with highly perishable products, there
are some points to be kept in mind while working, in this section, these are is
follows:
The products used should be fresh as possible.
Salads should be prepared close to pick up time to ensure freshness.
The dressings and garnishes should be prepared freshly and accordingly.
It is advised to use
gloves during
handling of raw
fruits and vegetables,
as they are highly
susceptible to bacteria and other germs.
ITEMS PREPARED:
Russian Salad: Peas, Potatoes, Pineapple, Carrot (sliced). Mix with
mayonnaise and seasonings.
Chicken Salad Hawaiian: Chicken, Pineapple, Capsicum, Potatoes. Mix all

this in mayonnaise and seasonings.
Chicken Chaat: Diced chicken tomatoes, coriander leaves, green chilies,
meat masala, tamarind chutney, jeera powder, black salt, dhania. Mix well.
Chicken salad / Barbeque sauce: Shredded chicken, julienne of capsicum,

potatoes and pineapple. Add in barbecue sauce and seasonings.
For barbecue sauce: tomato paste, water, sugar, vinegar, Wostershire sauce,
mustard, salt, spices, modified food, starch, benzoate of soda and a
preservative. (However barbecue sauce is used ready-made).
Chicken Salad Veronique: Same as chicken salad Hawaiian but garnished

with white grapes.
Chicken Roulette: Fillet of breast with gelatin sprinkled. Stuffing is of your

choice i.e. chicken mousse, cheese, mushrooms etc. Then finally it is poached.
Chicken / Ham Mousse: Shredded chicken / ham is minced in the buffalo
chopper. Then the platter is added and the mixture is made into a paste.
Cream may be added if decided.
Sprouted Beans chaat: Sprouted beans, capsicum, tomatoes, tomato sauce, tamarind,
chutney, coriander, chaat masala, dhania etc.
Artichoke salad: Small or tiny dices of tomatoes, capsicum, artichoke, onions,

seasonings. A lemon dressings is added.
Soaked Chicken Salad: Shredded chicken, tomatoes and capsicum julienne. Add
lime juice and
seasonings.
Cocktail Sauce:
Mayonnaise, tomato
ketchup, Worstershire sauce, tabasco sauce, lime juice, brandy and seasonings.
Honey Lime Dressings: Add honey and lime juice, this can be used as dressings
for salads (Ratio of honey and lime is 3:1).
French dressing: Vinegar, oil, mustard, salt and pepper.

Sprouted Moong Salad: Sprouted moong, French dressings, lemon dressings,
barbecue sauce, tomato and capsicum dices and seasonings.
Egg salad: Julienne of tomatoes, cucumber, capsicum, eggs, coriander, salt,

pepper and mayonnaise.
Curry Boy Salad: Diced eggs, lettuce, chopped chilly, chopped onions, salt,
pepper, mayonnaise.
Waldorf salad: Diced pineapple, diced apples, mayonnaise, seasonings. This is

garnished with finely chopped walnuts.
Tossed Salad: Diced tomato, cucumber, radish, seasonings. This is toast in

French dressings.
DRESSINGS:
1. Italian: Rosemary, Thyme, Tarragon, Oregano, Salt, Pepper, Mustard,

2. Vinegar, Salad Oil.
2. Walnut Dressings: Chopped Walnuts in French dressings.
3. Cream Dressings: Grated cheese and cream.
4. Chantilly Dressings: Mayonnaise Sauce, lime juice and seasonings.
5. Thousand Island: Tartar Sauce, tomato, ketchup, Worcestershire sauce,
paprika.
6. Cream Mayonnaise: Mayonnaise, vinegar and garlic paste.
7. Peach Dressings: Mayonnaise, water, vinegar, and finely chopped peach.
8. Curd Dressings: Curds, onions, chilies and seasonings.
9. Paprika Dressings: Paprika powder and vinaigrette.
10. Thyme Dressings: Thyme and vinaigrette.
11. Green Goddess Dressings: Make tarter sauce, Add parsley juice and chopped
Parsley. This has a greenish color.
12. Avocado Salad: Avocado, lime juice, cocktail sauce, seasonings, garnished
with Pimento and black olives.
13. Chicken Salad
Florida:
14. Cottage Cheese
Salad: Strips of
cottage cheese
garnished with cocktail sauce.
BUTCHERY
Butchery section is the section where all the meat, poultry and fish items are
received. Due to increasing demand for non-vegetarian items, the hotel have built
a separate unit in the premises itself, called butchery. From butchery, the meat
products are supplied to all the satellite kitchens as well as the main kitchen.
Nearly 80% of the meat items are cleaned and packed and stored here for the
future use by different outlets. Remaining 20% stored in the way it comes from
the suppliers, needing to clean etc.
They are then cleaned of their refills and other parts which can cause spoilage then
stored, freshly packed in a bag. Butchery is also called as meat fabrication area of the
hotel. The butchery is headed is headed by a chef the parties.
The area of this unit is sufficient enough and clean. All the work here is carried
out by team headed by a senior chef, senior cooks, Cooks, Butcheries and
apprentices. Last in the order come the trainees.
Butchery has two walk INS and deeps, for fish and sea products and for meat
products.
Temp of walk-in 8-10°C.
Temp of deep in around-14°C.
All the different cuts are coded and packed in plastic packets, which are then
stored in plastic baskets and kept in the deep or wale-ins.
However, there is standard pattern followed before packing and storing. All items
are first packed in plastic bags and then put in vacuum machine. After the item is
vacuumed, the packets are transferred into baskets and kept inside.
All kitchens except main kitchen send their requirements one day in advance. So,
at the end of the day, chef goes through the form of a computerized indent sheet
and places items of various outlets in different baskets and put a tag on them.
Main kitchen orders through order tickets as their requirement may change at any
time due to unpredictability of parties in the banquet halls. All costs are adjusted
in the computer at a later stage.
All the items are dated

and FIFO system is
followed. The inner
deep is actually meant
for extra stock or for the
items which are not used at a regular basis.
Stock taking is carried out on every Wednesday and on Monday night, fumigation
process is carried out. Therefore, on Tuesday morning, all the walk-ins and deep
are cleared thoroughly.
INTER DEPARTMENTAL RELATIONSHIP
The ‘Kitchen’ has a direct relationship with the following departments:
F & B Outlets
It has been already discussed how the kitchen is related to the F & B outlets. ( The
outlets swell what the kitchen provides ) the intimate relationship makes the
earning & maximization objective of the F & B department, a realty.
Kitchen Stewarding
Stewarding serves the kitchen in the following ways:

Cleaning of kitchen areas thus ensuring proper hygienic standards,
Cleaning kitchen utensils.
Reporting possible faults in kitchen area & machinery to the engineering and
maintenance department.
House-keeping department:
For uniform.
Other Operations:
Kitchen staff and kitchen stewarding department jointly run the staff cafeteria.
CONCLUSION
My whole training period was wonderful learning experience. I got to deal with skilled
and experienced staff members who were very supportive both in getting the work done
and providing information.
Working with experienced staff has helped me a lot in learning how to get the maximum
work done in short period of time. Working with them even made me value manpower
and time.
My whole training period has made me more confident about my communication skills as
I was in constant contact with the guest, seniors and other staff members.
This training has made see the Hotel Industry in its true light. It has made me realize that
Hotel Industry is much more than just fun & pleasure; it’s a lot of hard work.
Once again I would like to thank all the people who gave me an opportunity to feel the
Hotel Industry so closely and even those who helped me through my whole training
period.
INTRODUCTION
RENAISSANCE CONVENTION HOTEL, MUMBAI
Location : Near, Powai lake Mumbai, 400 087 India
• Managed By : Marriot International Group of Hotels

• Famous For : MICE Tourism
• Major Attractions : Business Facilities, Restaurants, Velvet Lounge and 'A Bar'
Renaissance Mumbai Hotel & Convention Centre
• #2 & 3B, Near Chinmayanand Ashram, Powai

• Mumbai, 400 087 India
• Phone: 91 22 66927777
• Fax: 91 22 66928899
Hotel Highlights
• Situated on plush banks of Powai Lake with scenic views

• Large Convention Centre in India with 230,000 sq ft. of flexible indoor and
outdoor meeting space
• Easy connection to International and Domestic airport
Hotel Information
Check-in and Check-out
• Check-in: 3:00pm
Check-out: 12:00pm
• Express check-in and Express check-out
Pet Policy
• Pets not allowed
Property Information
• 7 floors, 271 rooms, 15 suites

• 15 meeting rooms, 230,000 sq ft of total meeting space
• 2 concierge levels
Services
Complimentary Service
• Buffet breakfast
• Coffee/tea in-room
• Shoeshine
Business Services
• Copy service
• Fax service
• Full-service business center
• Messenger service
• Network/Internet printing
• Secretarial service
• Translator
Guest Services
• Babysitting
• Cash machine/ATM
• Concierge desk
• Evening turndown service
• Foreign exchange
• Grocery shopping service
• Housekeeping service daily
• Laundry on-site
• Newspaper delivered to room
• Newspaper in lobby
• Room service, 12:00 AM-11:59 PM, 24-hour
• Safe deposit boxes, front desk
• Valet dry-cleaning
Features
Guest Facilities
• Barber/Beauty shop
• Car Rental onsite: Hertz, 91-22-569-02126
Shopping & Stores
• Bookstore
• Florist
• Gift/newsstand
Fact file
FACT FILE
Rated As : 5 Star Deluxe.
Rooms : 271 rooms, 15 suites.
In Room Facilities : Air Conditioning, Coffee Maker, Cable Connected
Televisions, Refrigerator, Trouser Press, Hair Dryer,
Mini Bar, Safe, Individual Climate Control, Iron and
Ironing Board.
Hotel Amenities : Babysitting, Cash machine/ATM, Concierge Desk,
Evening Turn Down Service, Foreign Exchange,
Grocery Shopping Service, Housekeeping Service Daily,
Laundry on-Site, Newspaper Delivered to Room,
Newspaper in Lobby, 24 Hours Room Service, Safe
Deposit Boxes, Front Desk, Valet Dry-Cleaning, Book
Stores, Shopping, Florist.
Must Enjoy : Listening to Indian Ghazals and Enjoying a Kebab Treat
in the Nawab Sahebs Restaurant, Inside the Hotel.
Recreational Facilities Swimming Pool, 18 Hole Golf Course, Facilities for Spa,
: Fitness Equipments.
Eating Restaurants : Bombay Express – For Breakfast, Lunch and Dinner
Along with Confectionary Items.
Emperor's Court – Lunch and Dinner. Multi Cuisine.
Lake View Cafe - For Breakfast, Lunch and Dinner.
Continental and Indian Cuisines.
Nawab Sahebs - Authentic Regional Indian Kebabs,
Authentic Curries, Biryani and Indian Breads.
Velvet Lounge – Bar and Night Club Serving Stylish
Cocktails.
Must Try : Enjoying Internationally Reputed Drinks and
Mediterranean Foods at the Bear Inside the Hotel.
Conference Facility : 15 meeting room, 1 Grand Ballroom with Seating
Capacity of 1,700. 15 Breakouts Meeting Rooms.
Business Equipments :High Speed Internet Access, Copy Service, Fax Service,
Full-Service Business Center, Messenger Service,
Network/Internet Printing, Secretarial Service,
Translator.
Inside Tip : Most of the Dining Restaurants Require Advanced
Reservations.
Getting There : Airport – 18 kms, Railway Station – 15 kms.
A place on earth that can be said as next to heaven is the Renaissance Mumbai Hotel and
convention center, located on the banks of the banks of the Powai lake this place offers
the magnificent view of the Powai lake.
Renaissance hotel is situated on 15 acres of land and is a home to largest convention
center has become one of the important business and cultural centers of India with more
than 2,30,000 square feet of indoor and outdoor space.
Renaissance - Best Among The Peers
The renaissance is the most famous all over the country for its location, rooms, advanced
technology, openness and much more. Its is to be noted that besides a hotel it is the most
important place for the business tourists, who visit the city to organize seminars
conferences, meetings and other functions. The 15 meeting room constitute the 80,000
square meters of the total meeting space. The state - of – art technology and the facilities
makes it the perfect place to arrange your meetings. The Internet connectivity, color
photo copier, fax, laptops, multimedia computers, cellphones are always there beyond
this there is also video conferencing facility, secretarial services, interpreter and
translators available on request.
This hotel has 7 floors and 271 rooms and 15 suites all well designed to give the guests a
sense of openness and space that revitalizes and re-energizes you. There is also two level
concierge. The elegant restaurants and hip night club is the place where you can unwind.
Visit this hotel and indulge in business or simply get engulfed by the natures charm and
the Renaissance's appeal.
Restaurants – Gourmets Dream Come True
Renaissance Mumbai Hotel Convention Centre
If you want to taste some thing new, definitely you should visit the restaurants where you
have lot of options of the international cuisine. The Nawab Saheb, Emperor's court, Lake
View Cafe, Velvet Lounge and ‘A Bar’ are the restaurants, lounge and bar where you can
taste the dishes from Chinese to Mediterranean, Indian specially the north Indian and
Italian and in general the cuisine from the whole world. Velvet Lounge is the place where
you can enjoy the Mediterranean dishes and at ‘A Bar’ you can unwind with the drink of
your taste. Come and enjoy the global taste with the impeccable hospitality.
Recreation and Services - Simply The Best

The hotel offers the best services to its guests and the endless list of recreation. The
inside hotel recreations are the swimming pool, Jacuzzi, outdoor pool, spa, gymnasium
etc. The services include the 24 hours Butler service, baby-sitting, laundry service and the
complimentary services include the buffet breakfast, coffee in room, newspaper delivered
to room, shoeshine. On request the guests can have a game of golf at the nearest golf
course. Visit this place and it is to be sure that this is the place where you can find the
peace and tranquility to your mind. You can hire a cab or the hotel has a package for
guests sight seeing. For the thrilling holiday plan a tour to this hotel and enjoy your
outing without any disturbance in your business program
Accommodation :
• 7 floors, 271 rooms, 15 suites

• 15 meeting rooms , 80,000 sq m
of total meeting space
• 2 Concierge Levels
Restaurants & Lounges :
A Bar
• A perfect place for meeting

friends or just to relax and
unwind while enjoying a variety
of drinks.
Emperor's Court
• Chinese
• Open for lunch and dinner
• Specialized Chinese Cuisine
restaurant, reservations preferred
Nawab Saheb
• Indian
• Open for dinner
• An elegant, family style Indian
restaurant, serving sumptuous
North Indian cuisine.
Lake View Cafe
• International
• Open for breakfast, lunch and
dinner
• A multi-cuisine all day dining
restaurant serving delicacies from
across the globe.
Velvet Lounge
• Mediterranean
• Open for dinner
Recreation :
Swimming
• Juhu Beach
• Outdoor Pool
• Jacuzzi
Fitness Facilities
• Club Renaissance
Golf
• Presidency Club, Chembur (10

km)
• Royal Palms Golf Course (7 km)
Spa
• Club Renaissance
Appointment required
:
Services :
Complimentary Services Guest Services
• Buffet breakfast • Concierge desk

• Coffee/tea in-room • Full-service business center
• Newspaper delivered to room
• Newspaper in lobby • Safe deposit boxes, front desk
• Shoeshine
Attractions & Landmarks :
• Borivili National Park & Canheri • City Zoo

Caves • Film City
• Gateway of India • Fashion Street
• Esselworld/Water Kingdom • Royal Palms
• Prince of Wales Museum
• Kanheri Caves
• Hanging Gardens

Mayuresh Kulkarni Training Report Renaissance

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Mayuresh Kulkarni Training Report Renaissance

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Renaissance Mumbai Hotel & Convention Centre

With a deep sense of satisfaction and gratitude to Training Manager Mrs.

DEPARTMENTAL GOALS AND OBJECTIVES

2. Security: - Co-operation here is mainly concerned with prevention of fire, theft

5. Sales: - Sales & Front Office department co-ordinate on management level in

Record maintained at Reservations

1. CVGR: - Company Volume Guarantee Rate. This sales department of a hotel

Hierarchy (FRONT OFFICE DEPARTMENT)

Front Office Manager

Asst Front Office Manager

FRONT OFFICE MANAGER:

1. He is responsible for the functioning of this department

1. Present all the time in his desk

1. Meeting all the guests on arrival and departure.

3. Implementation on the VIP check in procedure STARGATE.

4. Proactive to arrangements for large block/VIP movements in terms of

6. Double-checking car pick up’s for all VIP guests.

7. Redressed of guest complaints and logs down incidents requiring the

8. V.I.P Escorting Support.

There are 5 cashiers who report to the Duty Manager on Shift.

There are 3 Shifts

In each shift 1 cashier is on duty.

1. At the beginning of each shift the float is counted and should

1. The exchange rate for the foreign currency is checked.

6. Handover is given to the next shift.

Morning Shift (07.00hrs-16.00hrs; 09.00hrs-1800hrs)

2. Check for expected arrival (EAL), crew and group movement.

7. Rooms for crew to be blocked and announced to housekeeping.

8. Maintain a copy of the functions of the day list. Housekeeping discrepancy to be

Morning Shift (07.00hrs-16.00hrs; 09.00hrs-1800hrs)

18. Rooms for crew to be blocked and announced to housekeeping.

Afternoon Shift (13.00hrs-22.00hrs; 15-00hrs-00.00hrs; 17.00hrs-0200hrs)

6. Distribution of the crew sheet if any to be done.

Night Shift (2200-0700)

1. Read handover book, logbook and go through the fax file.

5. There is a minimum of 30-40 crew departures which need to be cleared on a turn

8. Check the mail on hold.

11. The occupancy figures of the day are calculated.

2. Confirm with him the number nights he has reservation for.

3. Ask for guest preference regarding smoking/ non-smoking room.

4. Check for room availability.

2. Check for the minibar consumption with the guest.

14. Rebates: - In case of

There are 4 shifts:-

 Night Shift:- 2200hrs 0700hrs

 General Shift: - 0900-1800hrs

Check In / Guest Arrival

4. Incase of scanty baggage guests, the front desk is informed.

Check Out / Guest Departure

2. The different departments are: - Minibar, Private Dinning, and Housekeeping.

WORK PERFORMED BY ME:

 Checking the first aid box daily.

 Airline ticketing services

 News cable services

 Exclusive business centre for Privilege club guests

 Secretarial services on request

 Safe deposit lockers

 Health Club and Fitness centre

 ,Steam and Massage Service

 Outdoor swimming Pool

Room Reservation/Cancellation Policy:

Hierarchy (FOOD & BEVERAGE DEPARTMENT)

Restaurant / Banquet Manager