PROJECT OF INDUSTRIAL EXPOSURE TRAINING

IN

NOVOTEL HYDERABAD AIRPORT

G SAI KIRAN

Training Report Submitted In Partial Fulfilment For The Completion

of

Industrial Exposure Training

BACHELOR OF HOTEL MANAGEMENT AND CATERING

TECHNOLOGY for the Academic year 2017-2020

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 ACKNOWLEDGEMENT

I Would like to express my special thanks of gratitude to my Training Co-ordinator Ms.Saranya for
their able guidance and support in completing my project

I would also like to extend my gratitude to The Principal Sir Navaneetha kumar

I am Glad to Thank

Mr. Ravi khubhchandhani GENERAL MANAGER

Mr. Satyam HR MANAGER

Mr. Mohan Anand Rao TRAINING MANAGER

And all the staff members of the hotel Novotel Hyderabad airport, for providing and facilitating me to
complete my Industrial Training successfully.

I convey my heartfelt thanks to the Training Co-ordinator Ms.Saranya and faculty for their valuable help

Finally, I would like to take this opportunity to thank my family for their support through the work. I
sincerely acknowledge and thank all those who gave directly or indirectly their support in completion of this
work

G SAI KIRAN

(Name of the student& Signature)

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 OBJECTIVE

The main objective of the Industrial Training is to experience and understand real life
situations in industrial organizations and their related environments and accelerating the
learning process of how our knowledge could be used in a realistic way.

In addition to that industrial training also makes one understand the formal and informal
relationships in an industrial organization so as to promote favorable human relations
and team work.

Besides, it provides the exposure to practice and apply the acquired knowledge “hands -
on” in the working environment.

Industrial training also provides a systematic introduction to the ways of industry and
developing talent and attitudes, so that one can understand how Human
Resource Development works.

Moreover, one can gain hands-on experience that is related to the students majoring so
that we can relate to and widen the skills that have been learnt while being in university.

Industrial training also exposes us to the real career world and accustoms them to an
organizational structure, business operation and administrative functions.

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TABLE OF CONENTS

Training Certificate………………………………………………I

Certificate………………………………………………………..II

Acknowledgements………………………………………………III

Objective…………………………………………………….……IV

CHAPTER-I
INTRODUCTION TO ACCOR GROUP {1 to 6}

CHAPTER-II
INTRODUCTION TO NOVOTEL {7 to 8}

CHAPTER-III
FRONT OFFICE {8 to 15}

CHAPTER-IV

FOOD BEVERAGE DEPARTMENT {15 to41}

CHAPTER -V
FOOD PRODUCTION {41 to 54}

CHAPTER-VI
HOUSE KEPPING {54 to 70}

CHAPTER-VII
OTHER DEPARTMENTS {70 to 73}

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 CHAPTER-I

ACCOR GROUP

1.1 INTRODUCTION
Accor S.A. is a French hotel group part of the CAC40 index, which operates in 92 countries.
Headquartered in Paris, France, the group owns, operates and franchises 3,600 hotels on 5 continents
representing several diverse brands, from budget and economy lodgings to luxurious accommodations in
exotic locales.

1.2 History
In 1974, they launched the ibis brand with the opening of the ibis Bordeaux. The following year, SIEH
acquired the Courtepaille and Mercury brands, and in 1980 the Sofitel hotel brand, which then consisted of
43 hotels. Two years later, in 1982, the SIEH bought Jacques Borel International, the then world-leading
brand offering restaurant vouchers. In 1983, the Group, which had restaurant_tickets and hotels, changed its
name to the Accor Group. In 1984, Dub rule and Pélisson were elected "Managers of the Year" by France’s
Le Nouvel Economised magazine. In 2010, Accor SA sold 48 hotels for 367 million euros ($465 million) as
part of a plan to liquidate some real estate holdings including 31 properties in France, 10 in Belgium, and 7
in Germany. The sale occurred over the next three years and cut debt by about 282 million euros.

The Accor Group continued to expand. In 1985 offering basic accommodation at low prices.

Five years later, in 1990, it entered the North American market by acquiring and later the chain, which it
later sold to Starwood and a consortium of City’s Global Special Situations Group and West bridge
Hospitality Fund, L.P. respectively.

In the 1990s, it diversified to include Accor Casinos and in 2004, bought a nearly 30 per cent stake in

In June 2010, the shareholders of Accor approved the demerger of its hotel and voucher businesses. Accor
Services became Eden red. The two entities started trading as separate companies on the Paris stock
exchange from 2 July 2011.In 2011, Accor introduced its new brand positioning with the slogan.

1.3Management
In 2006, Gilles Pelican, nephew of Accor co-founder Gerard Pelican, took over the group as CEO, replacing
former CEO Jean-Marc Espalioux .Accor appointed Serge Weinberg, head of Weinberg Capital Partners,

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 chairman of the supervisory board. In February 2009, CEO Gilles Pelican was appointed chairman and
CEO. Gilles Pelisses had previously been head of Bourges Telecom, chairman of NOOS, the leading cable
network in France, and CEO of Euro Disney. He was co-vice-president of the Novotel brand in 1994.

In September 2007, Gerard Poisson and Paul Dub rule published a book called Reaching for the Impossible,
recounting the expansion of the group across the world. In 2009, Denis Henequen joined the Group’s board
of directors and replaced Gilles Pelican as CEO in January 2011.He stepped down in April 2013 and Yawn
Ciller was appointed CEO for a transitional period. In August 2013, Sebastian Basin was named Chairman
and CEO, replacing Yarn Ciller who left the group.

Board of Directors (August 2013):

 Sebastian Basin, Chairman and CEO

 Philippe Cistern, Vice-President of the Board (*)

 Jean-Paul Bialy, Former Chairman and Chief Executive Officer of RATP, Honorary President of the French
Post Office (Group La Posit)

 Ileana Dumas, Employee representative director – Project officer

 Mercedes Era, Executive President of Haves Worldwide (*)

 Sophie Aspermont, Group General Manager, Financial Communication and Strategic Perspective of L’Oreal

 Jonathan Grunzweig, Principal and Chief Investment Officer, Colony Capital

 Iris Knoblauch, Chairman of Warner Bros Entertainment France(*): Independent Director

 Bertrand Mahout, Chairman of the management board of Canal+ Group (*)

 Virginie Morgon, Member of the Executive Board and Executive Vice-President of Eurazeo

 Nadra Moussalem, Principal and Co-head of Colony Capital Europe

 Patrick Sayer, Chairman of the executive board of Eurazeo

1.4 Offices
The company's head office, which houses the company's executive management, is located in the Immeuble
Odyssey in the 13th arrondissement of Paris, France. This facility is the company's registered office .The
seven storey, 14,000-square-metre (150,000 sq ft) building was designed by British architect Norman
Foster and features glass plates in its façade. Géraldine Doutriaux of Le Parisien called it "[u]n bel
immeuble lumineux" ("a beautiful, bright building").

The company's other major office facility, which previously served as its registered office, is located
in Courcouronnes Essonne, near Évry, France.

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 FIG1.1-Head office, 110 avenue de France (fr), Paris 13th arr

1.4.1Economy brands

In August 2012, Accor announced its economy brands would be reinvented into "the ibis family", including
3 complementary brands - ibis, ibis budget (formerly Etap Hotel) and ibis Styles (formerly all seasons). The
hotel properties have undergone extensive refurbishments including new bedding and enhanced common
areas. All ibis Family brands feature the Sweet Bed. In 2014, the brand launched its new restaurant concept:
ibis Kitchen.

Hotel F1 is a chain of 238 budget hotels in France. Guestrooms are equipped with a wash corner and each
floor offers shared bathroom and shower facilities.

Ibis budget features 521 hotels in 16 countries. The full network features the brand’s "cocoon concept,"
awarded Best Interior Design at the 2008 European Design Awards.

Ibis Styles features 252 hotels in 21 countries. The brand expanded in 2012 with the rebranding of the All
Seasons properties.

Ibis represents Accor's largest portfolio of hotels and resorts with 1,012 hotels in 59 countries. From 1997,
ibis was the first economy hotel brand to be quality certified ISO 9001, an international standard outlining
its commitment to service quality. 85% of the network is ISO 9001 certified.

1.4.2 Former budget and economy hotel brands

Red Roofing

Accor acquired Red Roof Inn in 1999 for $1.115 billion, increasing its presence in North America. In April
2007, Accor sold the majority of its interests in Red Roof Inn to Citigroup Global Special Situations Group

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and West Bridge Hospitality Fund LP for $1.3 billion. Accor retained some hotels for rebranding into their
Motel 6 brand.[9] Motel6 and Studio6

Accor purchased Motel 6 in 1990. In October 2012, Accor finalized the sale of its 1,102 US Motel 6 and
Studio 6 hotels to Blackstone.

1.4.3 Mid scale brands

Mercury is the largest of Accor's midscale brands found internationally with 707 hotels and resorts in 53
countries.

Novotel features 408 full-service hotels and resorts in 60 countries. Suite Novotel features 30 all-suite
hotels in 9 countries.

Fig.1.2-Pullman at Sydney Olympic Park (left) and Novotel Sydney Olympic Park (right)

1.4.4 Upscale brands

Grand Mercury is a full-service hotel and resort brand representing 11 hotels and apartment hotels in 6
countries.

Grand Mercury Apartments cater to long-stay travellers with rates that depend on length of stay. The
apartments have kitchen and laundrette facilities. There are 17 apartments in 3 countries.

Mei Joe is a Chinese adaptation of the Grand Mercury brand. It is designed for travellers in China who want
an upscale hotel brand. There are 13 hotels and more than 65 new developments scheduled for 2015.

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Maha Cipta is the Indonesian adaptation of Grand Mercury. It features 2 hotels in Indonesia.

The Sebel is a brand of premium apartments. There are 19 properties in Australia and New Zealand. By end
2014, this is expected to grow to 30 properties.

Pullman features 89 upscale hotels and resorts in 26 countries.

Mallory is a collection of 66 high-end boutique hotels in 20 countries.

The brand's official Ambassador is actress Kristin Scott Thomas.

1.4.5 Luxury brands

Softie is Accor's luxury hotel and resort brand with 120 hotels in 42 countries.

Sofitel so are designer hotels in Bangkok, Thailand, and Bellmore, Mauritius. Each SO is designed by a
famous architect: Kenzo Takada designed the Sofitel So in Mauritius, and Christian Lacroix designed the
Sofitel So in Bangkok. The third Sofitel So, Sofitel So Singapore, is expected to open in May 2014. By
2015, new Sofitel SO hotels are expected in Mumbai (India), Rio de Janeiro (Brazil), Auckland (New
Zealand) and Sydney (Australia).

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Sofitel Legend is a chain of hotels in 5 countries. The hotels are usually listed as historic monuments. The
Sofitel Legend Metro pole Hanoi was the first Sofitel Legend, named in July 2009.

Fig.1.3-Sofitel So Bangkok, as seen from Lumpkin Park

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 CHAPTER-II

NOVOTEL HYDERABAD AIRPORT

INTRODUCTION
Novotel Hyderabad AIRPORT is located in Hyderabad’s near to Rajiv Gandhi international airport
shamshabad it is a business hotel,. The hotel is 15 minutes drive from The Rajiv Gandhi International
Airport. It has been designed to provide a comfortable and business-friendly environment for the business
traveller. Key features are Hi-speed internet; Wi-Fi enabled rooms, international restaurant, contemporary
bar, and 24 hours gym with massage facilities.

Fig1.3-Novotel Hyderabad airport

Novotel Hyderabad Airport Overview

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 Novotel Hyderabad airport is strategically located in shamshabad, Hyderabad’s IT and Business district, and
is10Kms from the airport.

Hyderabad is India’s fifth largest city and the state capital of Telangana Hyderabad is a major centre for
Business, Information Technology and Biotechnology, as well as a fascinating tourist destination with a rich
cultural history and stunning architecture

Also known as the City of Pearls, Hyderabad is located in the heart of India and is noted for its natural
beauty, bazaars, hills, lakes, mosques and minarets. It is clean, green, and progressive and is endowed with
culturally rich tourist attractions in addition to an encouraging Business climate. It is a place that offers the
contemporary along with the traditional and its 400-year old history is contrasted with the offices of global
giants such as Microsoft, Google, Citibank, and Dell.

Reasons to Visit
 Located near to airport.15minutes drive from airport.

 Complimentary shuttle service available from hotel to airport.

 Free Wi-Fi Internet Access (100 kbps) in all Rooms

 24 Hour Gym and Swimming pool

 Sports arena and hub garden.

 Flawless service to make your stay comfortable and easy.

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 CHAPTER -III

FRONT OFFICE

3.1 HOTEL POLICIES

 Check In/out: Hotel Check-in Time is 2 PM, Check-out Time is 12 PM.

 Cancellation Policy: Cancellation and prepayment policies vary according to room type. Please check the
Fare policy associated with your room.

 Extra Bed: The inclusion of 'extra bed' with a booking is facilitated with a folding cot or a mattress as an
extra bed.

 Payment Mode: You can pay now or you can pay at the hotel when you check-in if your selected hotel or
room type has this option.

3.1.1SOURCES:
 Travel agents
 Airlines
 Companies
 Embassies
 Consulates and
 FIT

3.1.2PROCEDURE:
When a reservation request is made a form is filled up by the assistant. This “corress” of advance
reservation form contains information like name , type of room, accommodation [single or double], status,
arriving from , booked by check in date check – out date , contact phone no ., etc
Information from this “corries” is the keyed into the computer.
It is then arranged date wise in the file kept for every month of the year.

3.1.3CANCELLATION AND AMENDMENT

In case of any amendment in the reservation the amendment from is filled and attached to the concerned
reservation form and it is also corrected in the computer .In case of reservation date being changed. The
“corries” is into the computer. It is then arranged date wise in the file kept for every month of the year.

3.1.4RECEPTION AND INFORMATION

It is the guest arrival the assistant handles guest arrival formalities; receive calla and handles registration.
.

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 3.1.5REGISTRATION
As a guest checks in with reservation, the receptionist takes out the guest registration card which was pre-
filled by the typist. He then allots the room number. The receptionist then feed in the computer.

3.1.6INFORMATION
It is treated as a section of the reception counter. It has been combined with reception desk.

 The function are to

 Give information regarding the hotel formality and only information.
 To check the room number of the guest staying.

3.1.7 WALK-IN GUEST

A guest desirous of checking in without an advance reservation is called as a “walk-in guest” and is either
given a room or refused. A deposit is taken from the walk in guest depending on the person and the amount
of baggage carried by him or her. This entered in the “FIT” traveller register walk-in register under the debit
column, and if the guest main bill , while walk-in out, is more than the deposit then he is asked the pending
cash, if not, the remaining cash from deposit is handed over to the guest.

 DP and bill of company [ extra paid by the guest]

 Credit card settlements
 STPC settlements through vouchers
 Travel agent vouchers.

3.1.8 FUNCTIONS OF BELL DESK:

Bell desk is one of the most important sections of the FRONT OFFICE. Bell desk is situated in the LOBBY
next to the MAIN DOOR OF HOTEL AND FRONT OFFICE. Because they have to invariably attend to the
guest baggage, while check in and checking- out .Besides the above main function the following functions
are also carried out by the bell desk

3.1.9 LEFT LUGGAGE ROOM

Left luggage room is situated next to the bell desk, because it is managed by the bell desk staff, left baggage
room is provided is meant for keeping safety the guests baggage on request. This is a special service
provided to the house guest.

3.1.10 WHEN DOES THE GUEST LEAVE THE BAGGAGE?

 When the guest is going to check out and come back after days.
 If the baggage is not necessary for him to be carried to the room
 It if baggage are heavy
 If the baggage are mean for the expected check in
 If the baggage belong to the banquet for any next day’s functions
 In case of “sleep out guest “ on request [mostly bill to company]

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 3.1.11 WHAT TO BE CHECKED BEFORE ACCEPTING THE BAGGAGE?

 No valuables/fragile/loose packets to be accepted may cause necessary complication

 The guest may be advised to keep valuable in safety lockers provided by the host.

3.1.12 SCANTY BAGGAGE

Scanty means light baggage like handbag, briefcase suit bag or Walt art bag

WHY SCANTY BAGGAGE HAS TO BE CHECKED AND REPORTED TO THE RECEPTION?

Because the hotel take precaution by taking advance of such guests. Who are walk in guest who has been
booked by travel agency and holders can be exempted. The advance is taken to avoid guest walking out
without setting the bills, known as “skippers”

3.1.13 PROCEDURE

 Bell desk informs the receptions orally about scanty baggage

 Get reception signature on the scanty baggage register, also the lobby manager would sign the register
 In scanty baggage register, all t
 he columns have to be filled up before taking the signature-arrival date / times /guest name/dept date/
remarks / bellboy name or self / reception signature / lobby managers signature.

3.1.14NIGHT AUDIT PROCEDURE:

CROSS CHECK HOUSE KEEPING OCCUPANCY WITH ROOM KEY AND REGISTER CARDS.

 List of all calls [room and extensions]

 List of unbilled calls
 Telephone bills of guests
 Check for pending bills of front office cross with check out folio on settle
 Post tariff
 Post plan
 Check for pending bills at point of sale [all F&B] and inform all the outlets to change to night snacks
 Create night balance
 Create night audit.
 View night audit for excess/ shortage
 If adjustment can be made to offset the variance, the same and abort night audit and repeat form creating
balance

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Types of rooms

1. Smoking rooms..............................32
2. Non Smoking rooms.......................273

3. Queen bed rooms............................190

4. Twin bed rooms...............................115

5. Accessible rooms............................107

6. Suite rooms........................................11

Bar
ARCADE ENTRANCE SPA POOLSETO

MEETING
ROOM
Back Office

RECEPTION
Flowers CONCIERGE
ATM
pot
CASHIER

SECURITY
Travel desk Children’s playing area
GUEST ELEVATOR

MAIN ENTRACE

Fig 5.20 Lobby Layout

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 CHAPTER- 2

FOOD AND BEVERAGE SERVICE

Novotel Hyderabad Airport offers more than just a fine dining experience to its guests. The hotel offers a
choice of Food and Beverage outlets including a multi cuisine restaurant, Indian fine dining restaurant, bar
& lounge. Our expert culinary team exactly knows how to titillate your senses and further satiate your taste
buds with gastronomic pleasure.

RESTAURANTS

1. The Square – a Multi Cuisine Restaurant

A signature multi-cuisine 24hrs restaurant of Novotel Hotels across Asia Pacific, adorned with European
style décor boasts of pleasant view and comfortable ambience. Our guests, if they may like, can also dine at
the pool patio or may be soak some sun in the alfresco while indulging in our delectable buffet. The Square
also serves drinks round the clock.

With live cooking counters and choice of veg and non-veg dishes and lip smacking deserts our culinary team
at “The Square” makes sure that you come back for more.

Steam Cooking: For the health freaks , the restaurant offers a Steam cooking counter which offers steamed
breads , steamed vegetables, steamed meat , steamed dimsums

Saturday Global Market – Every Saturday at the Alfresco , the Cuisine Counters from across the globe are
set up which include Arabic , North African , Asian & Chinese , European & Mediterranean, American Bar-
be-que , Caribbean counters.

The outlet also offers a private dining area for 6pax.

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Fig2.1-The Square restaurant

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MENU OF THE SQUARE

2. 2

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FIG.2.2- Breakfast Menu of the Square

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HALDI
Haldi our specialty Indian restaurant is located by the poolside. The restaurant serves Indian food The
restaurant offers multiple seating options including cosy interiors, poolside.

Fig2.3-Haldi

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 THE BAR
With its extensive array of finest and customized cocktails, choicest wines, single malts, varied liquors &
liqueurs along with chef’s specially crafted snacks. You can also enjoy a game of pool while you relish your
food & drinks. The Bar at the lobby lounge at the Novotel Hyderabad airport is “The ultimate place to revive
and rejuvenate.”

Opening Hours:

 11.00am to midnight, 7 days a week

On offer

 Innovative international cocktails.

 Refreshing martinis on request

 Array of international wines and spirits

White, red & sparkling wines from regions of France, Italy, Australia, Chile & California Liqueurs include
Malibu, Absinthe & Cointreau along with port wine- Cockburn, cognacs & array of Gins, vodkas &
blended whiskys.

AQUARIUS is our signature mocktail while we also create barman special mocktails & cocktails. Wide
selection of snacks from our Wah Kebab platter to east, west, north & south platter, the food is truly
international, whats more you can ask chef to prepare special customized snacks for you.

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THE BAR MENU

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 Banquets meeting rooms
Additional to impressive facilities, Novotel Hyderabad airport offers two banquet halls and Pool-side lawns
which can cater to small luncheon meetings, training sessions and large conferences for 8 to 350 guests.
The hotel offers personalised, attentive service, state-of-the-art equipment and has interpreters standing by to
facilitate communication.

T Ceiling
LXB LXB
h Height
e Area in Area in
Class U- Board
Venue Banquet a Cabaret Cocktail Square Square
room Shape Room
t metres Feet
(Metres) (Metres) (Feet)
r
e

1 13.77
45.70 X
Ballroom 120 9 120 96 200 56 44 237.12 2552.12 2.48 X
56.50
8 17.22

6.84 22.40
Hyderaba 8
60 42 48 100 40 38 104.65 1126.44 2.75 X X
d1 0
15.30 50.20

6.84
Hyderaba 3 22.40 X
18 35 16 14 40.7 438.1 2.75 X
d2 2 19.50
5.95

6.84
Hyderaba 2 22.40 X
30 14 32.5 349.72 2.75 X
d3 0 15.60
4.75

6.84
Shamsha 2 22.40 X
30 14 30.3 326.15 2.75 X
bad1 0 14.50
4.43

6.84
Shamsha 6 22.40 X
40 30 32 70 28 26 73.19 787.81 2.75 X
bad2 4 35.10
10.70

6.84
Shamsha 4 22.40 X
24 60 22 20 60.8 675.86 2.75 X
bad3 0 30.10
9.18

Lawn
2390 25725
Area poo
(Appx.) (Appx.)
side

Fig.2.5 -capacity chart of a meeting and Banquet halls

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 Ballrooms
Located in a landscaped environment, it has a pillar-free internal hall measuring 1,480 sq. metes, which can
accommodate up to 700-1000 people. This hall can also be partitioned into 3 halls with mobile operable
walls. The main hall also has an inbuilt rear projection screen of about 12 by 08 feet, along with the latest sound
systems.

Fig2.10- BALLROOMS

Venues at Hyderabad Airport

 Ground floor has 3 ball rooms towards the northern end, Meeting room and a Business Centre.

 First floor has 5 board rooms and 3 ball rooms.

Main Hall
 Can be divided into 6 smaller halls.

 Hall 1 and 2: 460 sq mts

 Hall 3 and 4: 2000 sq mts.Hall 5 and 6: 460 sq m.

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 Audio Visual capability details
 Sound reinforcement system for the entire hall suitable for Speech, light, music, seminars, lectures,
presentations etc..
 Rear projection screens & LCD Projectors for detailed presentations of all formats of video & audio.
 Auto dome CCD Cameras for capturing live video of the stage proceedings and project on the main screen
display.

 Video distribution of the proceedings of the hall to the entire convention centre through various plasmas,
TFTs (Thin Film Transistor) & TVs placed at selected locations/ rooms.

 Up to 6 language interpretation booths with 1000 numbers of wireless IR (infra red ) receivers with head
phones for reception of simultaneous language interpretation.

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A
L
P
H
E
S
C
H
O

LIVE COUNTER

Layout of the square

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 Duties and Responsibilities

1. F & B Manager
Job Purpose

To ensure service delivery at every point of sale in the Food and Beverage Department. He or she therefore
supervises and co-ordinates the Food and Beverage Department.

Key Responsibilities

 To ensure that the customer promise is delivered and that customers are satisfied within the framework of
financial targets set.

 To ensure that guests receive high quality service.

 To be responsible for his or her own results.

 To optimise the supply chain and the use made of raw materials.

2. Food & Beverage Superior

Job Purpose

To be totally customer focused by consistently delivering excellent customer service with an informed,
friendly and effective approach.

To assist with the responsibility for the day to day running of the event services department within the
overall policies and controls established by the Company and Hotel General Manager, ensuring that the
brand values and standards are delivered and profitability achieved.

To promote the Company Mission Statement through continual demonstration of the Personality.

Key Responsibilities

 To implement the consistent delivery of superior customer service through the Customer Service
Programme.

 To ensure that the department creates a professional impression to customers and team members.

 To participate with action on Customer Service Reports relevant to your department to achieve positive and
consistent results.

 To act on customer feedback relevant to your areas of responsibility. This to include customer complaints
and compliments.

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 Restaurant manager
Job Purpose

To be responsible for the image of the restaurant and increasing its sales (from preparation through to
service).

Key Responsibilities

 Be the host and communicate with guests

 Organise the restaurant team: their tasks, schedules and information meetings

 Staff management: recruitment, training, evaluation and promotion

 Monitoring customer service levels

 Ensure the quality of service and service provision

 Maximise restaurant occupancy

 Ensure on-going profitability and have knowledge of financial matters

 Increase restaurant sales.

Qualifications

 2 years further education in hotel/food and beverage studies to BTS/HND standard or similar

 Significant experience of restaurant management.

Assistant restaurant manager

Job Purpose

To assist the Restaurant Manager in maintaining the image of the restaurant and increasing its sales (from
preparation through to service).

Key Responsibilities

 Be a host and communicate with guests

 Organise the restaurant team: their tasks, schedules and information meetings

 Assist the Restaurant Manager in staff management: recruitment, training, evaluation and promotion

 Monitor customer service levels

 Ensure the quality of service and service provision

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 Take full responsibility for the Restaurant during allocated shifts

 Maximise restaurant occupancy

Qualifications

 2 years’ further education in hotel/food and beverage studies to BTS/HND standard or similar

 Significant experience of restaurant supervision.

Chef de Rang /Team Leader

Job Purpose

To organise and co-ordinate the following tasks together with his or her team:

 Arranging the tables

 Welcoming and serving the guests

 Clears the tables

Key Responsibilities

 To supervise the quality of the services offered to customers

 To train and motivate the dining room assistants and apprentices for which he or she is responsible

Qualifications

 From City & Guilds to NVQ3 (Vocational Training Certificate) in Hotel and Food and Beverage studies

 Experience of working the dining room(415*)

 Some knowledge of French preferred.

Head Walter/Sommelier
Job Purpose

To organise the services offered to diners and ensure the quality of those services.

Key Responsibilities

 To welcome and seat diners, advising each on their choice of food and wine and taking their order

 To organise and manage their team: organising their work and training new staff members recruited

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 To organise the layout of the dining room to create a warm and welcoming atmosphere

 To co-ordinate with the kitchen

 To ensure that his or her team offers the highest level of service in the welcome it

Qualifications

 City & Guilds to 2 years’ further education to HND level or similar standard in hotel/food and beverage
studies

 Significant experience in the food and beverage industry, especially in dining room service (415*)

 Excellent knowledge of food and wine

 Must be fluent in the English and ideally have a good working knowledge of French

 Good general level of education.

Waiter /Waitress
Job Purpose

To undertake the following tasks:

 Arranging the dining room

 Welcoming and serving Restaurant guest

 Tidying the dining room after meal service

The Waiter forms the continuous link between the kitchen and the dining room

Key Responsibilities

 To ensure the guests receive high quality services and service provision

 To ensure that health and safety and procedures are respected (especially HACCP).

Qualifications

 City & Guilds in restaurant café/brassiere studies

 NVQ in Hotel/Food and Beverage studies with restaurant or dining room option

 Good personal presentation

 Good French would be an advantage.

33
 Bar Waiter/waitress
Job Purpose

To undertake the following tasks:

 Arranging the Bar/lounge area

 Welcoming and serving Bar/lounge guest with drinks and afternoon tea etc

 Tidying the Bar area after bar service/afternoon tea

The Bar Waiter/Waitress forms the continuous link between the bar and the bar lounge.

Key Responsibilities

 To welcome bar/lounge guests and take their orders

 To ensure the guests receive high quality services and service provision

 To ensure that health and safety and procedures are respected (especially HACCP)

 To keep the bar/lounge area clean and tidy.

Qualifications

 City & Guilds in restaurant/bar studies

 NVQ in Hotel/Food and Beverage studies with restaurant or dining room option

 Knowledge of drinks and cocktails

 Good personal presentation.

Bartender
Job Purpose

The Bartender is tasked to:

 Welcome and advise customers

 Prepare and serve drinks and cocktails

 Take responsibility for the organisation of the bar

 Charge customers for their drinks, accept the corresponding payments and manage bar stocks and supplies

34
 Key Responsibilities

 To ensure service and product quality

 To ensure the continuity of the equipment supplied for his or her use

 To look after customer billing and stock of cash

 To ensure that the bar is clean properly equipped

 To look after bar customers.

Qualifications

 City & Guilds, NVQ2 (Vocational Training Certificate) in restaurant, hotel or food and beverage studies

 Significant experience will be require for the post of Head Barman

Back area

Snookers

board

Front B
side of the bar

Layout of the bar

35
 CHAPTER- 3

FOOD PRODUCTION

Duties and Responsibilities

1. Executive Chef
Job Purpose

As the person responsible for all kitchen produce, to co-ordinate the distribution of tasks amongst his or her
teams ensuring that the work progresses as it should within the time available.

To prepare all the menus in co-operation with the Restaurant Manager and check customer satisfaction
levels by exercising a presence in the restaurant at meal times.

Key Responsibilities

 To ensure that production is correctly executed and that products comply with the technical sheets

 To ensure the quality levels of products and services

 To manage his or her staff: training, motivating and structuring the team. He or she also ensures a good
working atmosphere

 To provide rigorous management: controlling raw material stocks, especially in terms of their cost.

Qualifications

 From CAP (City & Guilds)/BEP (Technical School Certificate) in cooking 3 / 4 years’ further education,
Post-graduate qualification in cooking

 Must be dual-skilled as manager and chef

 Significant previous experience of managing a team in a similar environment.

36
 2. Sous Chef
Job Purpose

To be totally customer focused by consistently delivering excellent customer service with an informed,
friendly and effective approach.

To assist with the control and ownership for the management of the kitchen department within the overall
policies and controls established by the company and hotel General Manager, ensuring that the brand values
and standards are delivered and budgeted profitability achieved.

Key Responsibilities

 To implement the consistent delivery of superior customer service through the Customer Service
Programme.

 To ensure that the department creates a professional impression to customers and team members.

 To review and act upon customer feedback relevant to your areas of responsibility.

 This to include customer complaints and compliments.

3. Pastry Chef
Job Purpose

To co-ordinate the distribution of tasks amongst his or her team and ensure that the work progresses as it
should within the time available.

In the restaurant, he or she helps to prepare the dessert menu.

Key Responsibilities

 To ensure that health and safety standards are applied and respected (especially HACCP)

 To recruit, motivate and train the members of his or her team

 To ensure that products are correctly prepared and comply with technical sheets

 To ensure the quality levels of products and services

 To provide rigorous management: controlling raw material stocks, especially in terms of their cost

 To keep the various departments informed of the applicable procedures.

Qualifications

 From City & Guilds in pastry and confectionery (or bakery) to NVQ3 (Vocational Training Certificate) in
food technology and presentation

37
 Must be dual-skilled as Manager and Pastry Chef

 Experience of similar training required

4 .chef de partly
Job Purpose

To be totally customer focused by consistently delivering excellent customer service with an informed,
friendly and effective approach.

To be responsible for the preparation and presentation of all dishes in your allocated area, ensuring that all
guests receive efficient service and high quality dishes.

Key Responsibilities

 To be fully aware of the preparation and service of all dishes on the hotel menus.

 To prepare and present dishes on hotel menus according to customer requirements.

 To ensure mice en place is carried out in your allocated area of work to meet forecasted demand.

 To maintain portion control guidelines in order to ensure the profitability of kitchen is maintained.

 To record temperature checks on food and in storage areas as directed to ensure statutory requirements are
met and report any variances are rectified immediately.

 To ensure food materials are stored correctly and rotated to meet company and legal requirements.

 To keep food wastage to a minimum.

5. Commis Chef
Job Purpose

To assist the Cook or Section Chef in preparing meals.

Depending on his or her length of experience (beginner or confirmed), the Commis Chef may carry out the
following tasks:

 Looking after the area allocated to him or her

 Food preparation tasks (mincing, garnishes, etc)

 Hot and cold cooking tasks (simple cooking, seasoning, etc)

38
 Cleaning and tidying the area allocated to him or her

 The Commis Chef may be required to stand in for his or her superior (Section Chef or Head Chef) when the
latter is absent on leave

Key Responsibilities

 To ensure that health and safety rules are applied and respected (especially HACCP)

 To look after his or her own area

 To ensure the cleanliness and tidiness of working areas (floors, equipment, tables, etc).

Qualifications

 From CAP (City & Guild)/BEP (Technical School Certificate) in cooking to NVQ3 (Vocational Training
Certificate) in food and technology and presentation

 From beginner to 3 years’ experience in a similar job

6. Kitchen porter /Stewards:

Job Purpose

To be responsible for washing the restaurant dishes and all the kitchen utensils, as well as cleaning all the
larger items of kitchen equipment and the food production areas

Key Responsibilities

 To ensure the long life and cleanliness of the equipment he or she is provided with

Skills

 Respect for hygiene and equipment

 Respect for the instruction given by management

 Willingness to work hard

 Physical resilience

Qualifications

 Self-taught or few qualifications.

39
 HACCP AND FOOD SAFETY MANAGEMENT SYSTEM

HACCP (Hazard Analysis Critical Control Points)

Hazards’ means biological, physical, or chemical property that may cause a food to be unsafe for human
consumption‘

Objectives-It addresses basic operational and sanitation conditions in an establishment to reduce food safety
risks. The information provided should be used as minimum good practices, as it is not an exhaustive list to
control all food safety hazards.

This standard procedure covers purchasing of food, processing through to finished products served at
restaurant. Outlets, banquet /catering functions and retail sales counters.

Responsibility

The General Manager / Resident Manager shall appoint a multi-disciplinary team comprises of and not
limiting to the Executive Chef, Director of F&B, Materials, Engineering, Learning and Development,
Human Resources, Housekeeping and Stewarding Manager. The food safety team shall meet monthly to
drive Food Safety Management System (FSMS) implementation and resolving issues relating to food safety.

PROCEDURE

Personal hygiene

- Food handlers should always wash their hands before preparing food.

- Proper hand washing procedure is known and demonstrated by employees.

- ‘No jewellery’ policy should be in place for food handlers and stewarding personnel, exception is given to
one plain wedding ring.

- Hairnet policy should be in place where all personnel entering food preparation area must wear a hairnet
covering hair and ears.

- Food handlers must keep nails short and without nail polish or fake nails.

- Do not eat or chew gum in food preparation area.

- Food handlers should demonstrate a high standard of personal hygiene, e.g. do not sneeze over food, do not
touch face / hair while preparing food, spoon etc.

- Wear disposable gloves when handling ready-to-eat food.

- Cuts and sores should be completely covered with a brightly coloured waterproof dressing / plaster.

- Disposable gloves should also be worn over the dressing / plaster...

40
- Persons known or suspected, to be suffering from, or to be a carrier of a disease or illness likely to be
transmitted through food, should not be allowed to enter food preparation area if there is a likelihood of their
contamination.

Cleaning

- A high standard of environmental cleanness must be maintained.

- Select cleaning chemical and sanitizer suitable for food contact.

- Follow the manufacturer’s instruction on use and application of cleaning chemical / sanitizer.

- Wash dishwasher-proof utensils, equipment and removable parts in a dishwasher wherever possible.

- Clean, disinfect and dry all equipment thoroughly if dishwasher is not used.

- Wash and sanitise all food contact tools and utensils.

Ware-washing

The final rinse temperature of ware-washing machine shall reach at least 82ºC to achieve sanitization of
equipment and utensil surfaces. Thermo labels shall be used to ensure that the surface temperature reaches a
minimum of 71ºC

Facility, Maintenance and Pest Control

- There should be sufficient hand washing facilities in any food preparation area. (Soap, water and paper
towel.) Reference local hygiene requirement on water temperature and the provision of nail brush.

- Repair or replace any equipment or utensils that are damaged or have loose parts.

- Food contact surfaces should be non-absorbent, non-toxic, smooth, free from pitting, unaffected by food and
withstand repeated cleaning and sanitation.

- Do not use cracked or chipped containers / equipment’s.

- Eliminate all pests in food preparation area. Report any signs of pest to the pest contractor / responsible
personnel immediately.

41
 Purchasing

- Select reputable suppliers with license.

- Monitor and evaluate supplier performance for consistency of food quality and compliance to delivery
temperature requirements.

Notes to the suppliers

- During the course of food transportation, food items must be kept away from any chemicals or other

- Non-food items at all times to avoid contamination. Vehicle used for transportation should be clean.

- Food items should not be stored on dirty floor.

- Suppliers must wash their hands before and after delivering food items. Suppliers must observe the
company's hygiene regulations during loading / unloading and transportation.

- All food items must have basic label or durability coding adhered to food containers or packaging.

- At delivery, food must be stored off the floor in the receiving area.

- Delivery temperature must meet the minimum temperature standards: Chilled food to be <4ºC, Frozen food
to be <-18ºC.

Receiving

- Frozen, chilled and perishable food should undergo quality and temperature checks at receiving

- (Frozen items: <-18°C, Chilled <4°C.). Record result.

- Test with Infrared thermometer: Surface temperature of frozen item < - 12°C and no evidence of defrost,
Chilled items < 8°C

- Priority should be given to Potentially Hazardous Food at receiving. Frozen, refrigerated and other
potentially hazardous food such as meat, poultry, fish, diary items and etc. must be transported to storage as
soon as possible, within 30 minutes of receiving.

- Transport raw meat, poultry and seafood in separate containers to avoid cross contamination

- Deliveries of fruits and vegetables may not carry a label with use by date.

42
 Storage

- Products must be stored as per the nature of food received, into chilled / refrigerated storage, frozen storage
and dry storage.

- Respect FIFO (First-In-First-Out) by stocking new products at the back of products received earlier

- Discard out of date products.

- Frozen food should never be re-frozen

- Raw and cooked food must be segregated in storage to prevent contamination and cross contamination.
Ready-to-eat food such as dairy products, cooked meats, cut fruits, salad, other packaged foods and etc.
should be kept covered on shelves above raw meat and poultry.

- Internal shelf life of homemade products (e.g. Ham, Smoked salmon etc.) should be clearly defined, taking
into consideration its microbiological quality at the end of shelf life.

- Do not overload refrigerator or freezer. Overloading prevent circulation of cool air. Keep doors closed at all
times.

Cloths

¨Use different towels for cleaning food contact surfaces and general cleaning; it should be easily identifiable
by the management.

Cloths should be sent to the wash in a washing machine on a hot cycle daily.

Separation of Food / Segregation

- Always cover food to avoid cross-contamination, e.g. cling film, kitchen foil, and plastic boxes with lid
(food grade) or freezer bag. Do not use damaged containers as they pose a foreign body risk. Do not reuse
cling film, foil or freezer bag.

- Raw and cooked food must be segregated in storage to prevent contamination and cross contamination.
Ready-to-eat food such as dairy products, cooked meats, cut fruits, salad, other packaged foods and etc.
should be kept covered on shelves above raw meat and poultry.

- Store raw meat, poultry and fish on the bottom shelf to avoid dripping onto ready-to-eat food.

- Use bottom shelf for thawing frozen meat, poultry or fish.

- Use separate containers for raw meat, poultry and seafood to avoid cross contamination.

43
 Chemical Contamination

- Chemicals are stored and mixed in clean, correctly labelled containers.

- Chemicals are dispensed and handled only by authorised and properly trained personnel.

- Always follow the manufacturer’s instruction on use and application.

Glass Contamination

- Glass breakage procedure should be in place. Responsible personnel should be aware of such cases to ensure
and verify the breakages do not contaminate food products and food contact surfaces.

- Broken glass should be properly collected and disposed.

RAW FISH MILK VEGET COOKE ROOT

MEATS PRODUCTS ABLES D VEGET
MEATS ABLES

Fig.3.2-chopping board colour and uses

44
 Cooling

- Hot potentially hazardous foods must be cooled to 21ºC within 2 hours and to 4ºC within an additional 4
hours, for a total of 6 hours.

- Store chilled food in the refrigerator or frozen storage as required.

- Protecting ingredients and food products from contamination, use as soon as possible. All products must be
labelled for ease of shelf-life control and for FIFO to be maintained.

Freezing

- Freeze food as soon as it has been delivered or prepared.

- Do not re-freeze food products.

- Label product with exact date of freezing.

Hot Holding

- Hold food at a minimum of 60ºC during storage, transfer, display and service.

- When food cannot be held at 60ºC, then the time that food spends in the danger zone must be controlled.

Cold Holding

- Hold cold food at a maximum of 8ºC during storage, transfer, display and service.

- When food cannot be held at 8ºC, then the time that food spends in the danger zone must be controlled.

Ice Making Machine / Ice Bin

Ice Making Machine / Ice bin must be kept closed at all times and kept in a sanitary condition.

KITCHEN STEWARDING

 Kitchen stewarding is a supporting team of food and beverage production & food and beverage service.
 It plays major role in easy flow of work in F&B production and F&B service.
 The main function of kitchen stewarding is to provide service to kitchen and F&B service departments.
 There is only one KST team for both Novotel and HICC.

45
 The dish washing machine used in Novotel is “HOBART” and it is from Germany.
 The chemicals used in dish washing machine are SUMA RINSE & SUMA NOVA “D”.
 This dish washing machine has capacity washing of 3000 plates per an hour.
 The temp of Suma rinse is 81 °C - 84 °C.
 The temp of Suma nova is 61 °C - 64 °C.
 The dish washing machine used in HICC is WINTER HALTER.
 This dish washing machine has capacity washing of 5000 plates per an hour.

CULINARY what I performed

 Departments
 Operation cycle of the Kitchen
 Knife Handling
 How to Keep the fridge organized
 Pick up stocks from Commissary
 Cleaning of chopping boards

Chine kitchen tan door section Indian kitchen

Placing orders

oven tandoori

Culinary layout

46
 CHAPTER-4
HOUSEKEEPING

Fig.4.1-Guest bed room

47
 INTRODUCTION:

Housekeeping is a department responsible for all hotel areas cleaning except kitchen. so in other words,
this department covers the largest area comparing to the other department basically housekeeping is working
very closely with all department to help each other in running the hotel . If housekeeping is successful a
smooth operation can be obtained. If housekeeping is a failure the effect is quite serious and obvious.

A successful housekeeping will result the hotel is clean. The staff is attentive, polite, friendly and of
course proud of being a member of it because. We help the hotel running. A failure in housekeeping will
result the hotel area duty, the staff is full of sorrow and even dislikes their own department let us see what
responsibility of house keeping.

DUTIES AND RESPONSIBILITIES

1 .Executive Housekeeper
Job Purpose

Reporting to the Rooms Division Manager, the Executive Housekeeper contributes to guest comfort and
ensures the daily cleaning and tidying of all the hotel bedrooms and any public areas.

He/she also monitors the financial performance of the Housekeeping department operation and the
efficiency of the linen service

Key Responsibilities

 To implement the consistent delivery of superior customer service through the Customer Service
Programme.

 To ensure that the department creates a professional impression to customers and team members.

 To review and act on Customer Service Reports relevant to your areas of responsibility to achieve positive
and consistent results.

 To review and act on customer feedback relevant to your areas of responsibility. This to include customer
complaints and compliments.

 To ensure routine maintenance is carried out in your areas of responsibility, reporting any damage and wear
and tear, ensuring bedroom faults are rectified promptly.

 To organise and set up on-going deep clean schedules.

Qualifications

 Significant experience as an Executive Housekeeper

 Fluency in a second language would be an advantage

48
 2. Assistant Housekeeper
Job Purpose

To contribute to guest comfort and ensure the daily cleaning and tidying of all the hotel bedrooms and any
public areas.

To also monitor the operation efficiency of the linen service

Key Responsibilities

 To ensure that high standards of cleanliness are maintained throughout the hotel, with the supervision and
inspection of all guest rooms and areas.

 To be fully aware of all hotel services and activities.

 To allocate areas of cleaning on a daily basis fairly, in accordance with hotel procedures and hotel business.

 To ensure all guest and team members laundry and dry cleaning is processed in accordance with hotel
procedures, charges are raised and documentation completed for hotel audit procedures.

 To be fully aware of the mini bar procedures (where appropriate).

 To be fully aware of linen procedures and assist with linen stocktakes as required.

 To order, receive and issue cleaning materials and carry out stocktakes as required.

 To ensure the correct use of cleaning agents on all surfaces.

 To assist with the periodic cleaning of areas as requested.

 To be fully aware of, and strictly adhere to, security procedures laid down by the hotel.

Qualifications

 Significant experience in Housekeeping

 Fluency in a second language would be an advantage.

49
 TYPES OF ROOMS

1. Superior Pool View

2. Premier Room
3. Premier Pool View
4. Superior Room
5. Standard

1 .SUPERIOR POOL VIEW

 Revel in a panoramic city or pool view.
 And experience the warmer side of Vivanta by Taj.
 These urban studios are specially designed to brush away travel stress with cosy fabrics and peaceful
layouts.
 With king beds, hi speed Wi-Fi Internet, El safe, mini bar, tea/coffee maker, dual line telephone with
voicemail, special built in work desks and other features.
 Superior Charm rooms offer the perfect harmony of comfort and aesthetics.
 The interiors display a contemporary touch with modern styled furniture with Indian accents.
 So you walk in to an atmosphere that engages your senses - instantly.

Fig 4.3 superior pool view room

50
 ROOM AMENITIES
 Tea/Coffee Maker

 Electronic Safe

 Television

 Telephone

 Magnifying Mirror

 24-hr Room Service

 Air Conditioning

 Wi-Fi Internet

 Mini bar

 Hairdryer

51
 2 .PREMIER ROOM
Extra space and luxury With stunning views over Liberation Square the large Premier rooms are designed
and furnished to provide an extra touch of luxury.

In addition to the facilities of an Executive room, they include a raised lounge area with sofa and writing
desk offering plenty of space to unwind. Luxurious, pocket sprung king size beds are fitted with all
cotton linen and white duck down duvets.

Large bathrooms with separate shower include a range of high quality toiletries from The White Company
and luxury bathrobes.

Fig4. 4- premier room

ROOM AMENITIES

 Room Service

 Intercom

 Television

 Direct dial phone

 Shower Area

 Air Conditioning

 Business Club Lounge Access

 Wi-Fi Internet

 Mini bar

 Hair dryer

52
 3. PREMIER POOL VIEW
These rooms afford a refreshing view of the main pool, tiled with deep blue ceramics that are vibrant in the
sunlight. Set within a Mini bar style courtyard, with lush green lawns framed by geometric patterns of
sandstone and white marble tiles, the sapphire pool is a majestic centrepiece.

ROOM AMENITIES
 Tea/Coffee Maker

 Electronic Safe

 Television

 Telephone

 Magnifying Mirror

 24-hr Room Service

 Air Conditioning

 Business Club Lounge Access

 Wi-Fi Internet

 Mini bar

 Hairdryer

Fig4.5-premier pool view room

53
 4. SUPERIOR ROOM
This is a mostly double (king or queen size bed room) with moderate medium rate it contains required
amenities and supplies

ROOM AMENITIES
 Tea/Coffee Maker

 Electronic Safe

 Television

 Telephone

 Magnifying Mirror

 24-hr Room Service

 Air Conditioning

 Wi-Fi Internet

 Mini bar

 Hairdryer

Fig4.6-superior room

54
 6. STANDARD ROOM

Everything you need - and a little bit more

Contemporary, air conditioned, spacious rooms, designed and furnished to provide a relaxing
and satisfying stay. All rooms are equipped with writing desk, high definition LED TV and
free broadband internet access.

Quadruple glazed windows ensure a good night's sleep in our excellent town centre location.
There is a selection of twin or double beds, all with duvets, all cotton linen and each
bathroom includes a range of high quality toiletries from The White Company.

Fig4. 7-Standard room

ROOM AMENITIES

 Tea/Coffee Maker

 Electronic Safe

 Ironing Board

 Bathroom Toiletries
55
 Mineral Water

 Snack Basket

 24-hr Room Service

 Air Conditioning

 Wi-Fi Internet

 Study Table

 Direct dial phone

 Satellite television

 Intercom Facility

 Shower Area

 Hot/cold Water

 Iron

CLEANING PROCEDURE OF OCCUPIED ROOMS

The following points to be maintain by the room boy while making on occupied rooms.

 Change the used linen of the occupied rooms.

 In the case of night sheet if it is unspoiled and unscrambled it is left on for more days .
 He should not open the drawers or rearranged the guest belongings
 If any loose clothing are lying around they should folded neatly and kept in the closet, night clothing are
folded and put on the pillow
 Shoes arranged on the floor, next to the bed
 If by chance an item belonging to the guest is broken whilst servicing the room the matter is immediately
reported to the housekeeper and lobby manager
 Old news paper are removed when they are put in waste paper basket
 Replenish guest supplies and check which ones are fast moving and their pattern
Report on presence of cooking equipment put on anything unusual in the room
 Occupied rooms are opened by the room boy for tray clearance laundry, maintenance jobs and closed after
completion of job
 The room boy should not remove any furniture pieces from the room of guest; request such matter should be
reported immediately to the housekeeper.

56
 EXTRA CLEANINGS:
 Wooden panel cleaning
 Upholstery panel cleaning
 Skirting scrubbing
 Cobwebs cleaning
 Marble design cleaning

SUPPLIES KEPT IN THE GUEST ROOMS:

SUPPLIES KEPT NEAR ON WASHBASIN COUNTER
 Shampoo
 Bath bubble
 Dental kit
 Shaving kit
 Body location
 Comb
 Shower cap
 Soap
 Hair conditioner
 Bath gel
 Face towel

SUPPLIES KEPT IN THE BATHROOM

 Two bath towel
 One bath mat
 Two hand towel

SUPPLIES KEPT IN THE W/C COUNTER

 One toilet roll
 One toilet roll on the spindle
 One mug

SUPPLIES KEPT ON WRITING TABLE

 Folder
 2 Envelope
 2Letter head
 2Mail letter
 Room service menu card
 1 Note pad
 1 Pencil

SUPPLIES KEPT IN THE L. DRAW

 AP kit
 Hotel room rules and regulation

57
 SUPPLIES KEPT IN THE WARDROPE
 2 Laundry bags
 2 Laundry slips

LINEN USED IN THE GUEST ROOM

 Bed sheets king size 116 inch*122
 Bed sheet single size 82 inch *120
 Duvet cover 106inch*104
 Duvet cover single66inch*106
 Pillow cover 19inch*33inch
 Night spread
 Blanket
 Bath towel logo 75cm*152cms
 Hand towel
 Face towel
 Bath mat5cms*76

GIVING EVENING SERVICE TO THE GUEST ROOMS

This service is given by the second shift boys
 Curtains are drawn closed
 Bed side lamp are switched on
 Bed spread is removed
 Bed is folded from pillow side into two folds
 In the twin bed are to be done
 Clean the ash tray and dust bins
 Place the bath mat.

FOUR MAJOR AREA OF HOUSE KEEPING:

 Public Area
 Guest Floor
 Uniform& Linen Room
 House Keeping Office

 PUBLIC AREA
 All area seen by the guest
 All offices of hotel

GUEST FLOORS
Inside and outside of all guest floors

58
 UNIFORMS & LINEN ROOM
 All staff uniform
 The whole hotel’s[guest bath linen]
 F&B outlet, napkins, table cloths etc

HOUSE KEEPING OFFICE [DESK]

 GRAND MASTER KEYS:
Two in numbers one with executive house keeper, the other with front office in charge.
 FLOOR SUPERVISORS KEYS :
Each floor has one key along which the pantry cupboard keys are also kept as a bunch.
 SUB MASTER KEY:
Those are given to housemen. These keys can open all the rooms in a particular floor

REGISTER MAINTAINED IN HOUSE OFFICE

 Duty roaster
 Departure log register
 Lost and found register
 Extra items register
 Briefing register
 Day log book
 Key register

CLEANING CHEMICALS ARE USED IN HOUSE KEEPING DEPARTMENT

TASKI PRODUCTS
 OP20-All purpose
 Op42-Glass cleaner
 Op52- Room freshener
 Op66-Bathroom

DETAILS OF CHEMICAL USED FOR PEST CONTROL

MOSQUITO CONTROL
Marathon [cythian]
Dichlorvous [nuvan]
Dletamathrin [kotheine]
 Fly control
 Hand control machine
 Cock roach control
 Herbal anti cockroach medicine
 Rodent control
59
 Zinc phosphate
 Guile
 Traps

WOODBRERS
Cypermethrin
Nuvan
Vacuum machine used: Taski

CODE ARE MAINTENED IN TH HOUSE KEEPING:

CODE STATUS

O Occupied
V Vacant
DND Do not disturb
L Luggage in room
UR Under repair
N Occupied but no luggage
SB Scanty baggage
OOO Out of order
DL Double lock
NC Not cleared departure has

LAUNDRY
INTRODUCTION
The relationship between the housekeeping and laundry is very significant for the smooth functioning of
housekeeping service. The important of laundry is inevitable as it processes soiled linen and uniform and
supplies. Housekeeping with clean stocks on a daily basis to maintain high standards of housekeeping. It is
thus important for housekeeping personal to know something of the operation of the operation of the laundry
to fully understand its importance and contribution.

60
 LAUNDRY PROCESS
 Sorting and marking
When soiled linen, uniform and guest garments are received by laundry they are sorted out according to
those requiring washing.
They are further sorted into degree of soil age, type of fabric; so that the concentration of detergents can be
applied accordingly guest garments are marked by indelible ink on tags that are stitched onto the garments
 Washing and dry –clean Sorted garments or linen are washed or dry cleaned in batches in the
machines provided.
 Hydro extraction
Washed linen or garments contain water twice their weight. The water is squeezed out in hydro extractors.
The clothes are removed when the cloth has approximately 25 percent of water left.
This is recommended for effective ironing .Articles like towels, bath mats, etc which have texture are died in
tumblers to retain their fluffiness.
 Ironing
Larges cloths like bed sheets, table cloths, pillow covers etc. are ironed with a flat iron also called a calendar
machine. it works by passing cloth two cylinders retaining steam with felt covering that gives heat.

 MACHINES
Washing machines
Dryers
Irons
Dry cleaning machine

THERE ARE THREE TYPES OF SERVICE DONE

 NORMAL SERVICE
Laundry collected before 10 am will be returned on the same day after 6 pm at no additional charge. Sunday
and holiday normal service on 25%extra charge.

 URGENT SERVICE
Laundry received between 10 am and 1.00pm for same day return will be charged 50% extra charge.

 EXPRESS SERIVCE
Laundry given between 8am & 8pm to be returned within 3 hours will be charged double.

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ORGANISATION CHART OF HOUSEKEEOING DEPARTMENT

Executive house
keeper

Housekeeping manger

Supervisor

Associate

FG.4.2 Organisation chart of housekeeping chart

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 CHAPTER - 5

OTHER DEPARTMENTS

PURCHASE DEPARTMENT
The Entire purchase of item pertaining to vegetables, meat provision , milk, product, egg, item is undertaken
by purchase department , the requirement of the stores by various departments
forwarded to purchase department who in turn forwards the same to various department and GM. Stores for
the operational requirements [regular consumable item] is demanded by preparing the SPR [ Store purchase
Requirement]. The other requirements are demented through DPR [Departmental purchase Requirement]
signed by the respective HODS. The purchase order to the supplier I prepared in triplicate and forwarded to
the supplier, accountant section and one copy for filling.

STORES DEPARTMENT
This department as the section of the purchase department where the goods are purchased by the purchase
department and the totally item pertaining to vegetables, meat, provision, milk, products, egg etc are stored
in the stores department. This department will issue the items to the variable department in the hotel to run
the business. In this department indent book was made by the stock so again indented was sent to the
purchase department.

SECURITY DEPARTMENT
The security department is entrusted with the security of the entire premises of this hotel. The function of the
security department is as mentioned below.
 Keeping the premises with constant vigil
 Organizing fire fighting team for any eventuality
 Maintaining the time office around the clock
 Monitoring the vehicle movement
 Maintaining the main entrance
 Maintaining and charging of First Aid Fire Extinguishes

The following areas normally positioned by the security department

 Security Office
 Time Office
 Car parking
 Main Gate

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 Conclusion

I have learnt how a hotel runs in real, after having briefing through studies. I could have a good knowledge
of hotel operations. It helps to get fit or habituated for the hotel industry. Also I could learn different
branches and new varieties of machines and items and beverages in the hotel.

So I thank to my college for giving me this opportunity

Yours sincerely

K.CH.ABHISHIKTH

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