Scribd Upload a Document Search Documents

Explore
DocumentsBooks - FictionBooks - Non-fictionHealth & MedicineBrochures/CatalogsGo
vernment DocsHow-To Guides/ManualsMagazines/NewspapersRecipes/MenusSchool Work+
all categoriesFeaturedRecentPeopleAuthorsStudentsResearchersPublishersGovernment
& NonprofitsBusinessesMusiciansArtists & DesignersTeachers+ all categoriesMost
FollowedPopular..Sign Up|Log In..1First Page
Previous Page
Next Page
/ 95Sections not available
Zoom Out
Zoom In
Fullscreen
Exit FullscreenSelect View Mode
View ModeSlideshowScroll ...Readcast
Add a Comment
Embed & Share
Reading should be social! Post a message on your social networks to let others k
now what you're reading. Select the sites below and start sharing.Readcast this
Document..
Login to Add a Comment..
Share & Embed.Add to Collections
Download this Document for FreeAuto-hide: on
Introduction of Hotel Industry:- Hotel is defined by British law as “ A Shelter pr
ovided, he is in position to pay for it and is in position to be received”. We all
know the fact that people need accumulation, food and drink while away from the
ir home. As transport and social need take developed from orient civilization th
rough modern times. So the industry has responded to meet those needs.
Towards the 18 century the number as the traveler is created more rapidly throug
h merchandised wagons as a form as transport and the use of house carrying for t
he nobility. To eaten for this need, nature of house as various design were cons
tructed. These houses provide charge of houses, accommodation, food and drink fo
r travelers.
Hotel Industry and Tourism:- Hotel are the vital and essential part of the touri
sm industry without an adequate development as hotel resources all the national
scenery, all the climatic virtue and all The sporting and recreational facilitie
s will not able to sustain a good volume of Tourist trade. Economically tourist
bring foreign currency site our land as the spread, it here as paying for food,
drinking water as the goods in shop, it has its our sociology aspects. Conrad ho
t ties, as American has stress the satisfaction. He gives in the knowledge that
1 hotel development has made it massive for people to get know such other is dif
ferentiated. Tourism promote in traditionally understood. Hotel are the most imp
ortant essential destination. It facilitates the country to provide it wishes to
build up tourism. In the promotion of tourism, tourism is a recent phenomenon,
if business travel is include in tourism as it is business travel is included in
tourism as it is some definition it is of comparatively recent in nature or ori
gin. Tourist is the necessary pre-condition as tourism mechanization has made tr
avel, position for a significant portal population as the developed countries at
least and thus tourism has become a matter as a interest cancers to Government
and the Governed a life. Tourism in modern, sense has its presence historically
but it will be arranged that the difference between the 18 Century and earlier/
The more recent time is not merely a matter as degree, but that the moral as 185
0 for example difference structure, from the world as 1750 in tourism as in ever
ything.
Tourism needs variety and India with its most dimension and variety after to ene
rgy class its visitors, something not sound creature from the snake chromes the
Histological from the system as sock dancers to big game hills. If has been slig
htly said, “No hotels No Tourism” the hotel industry is so closely linked to the tou
rism that it is responsible for 50% as the foreign exchange from tourism thus ho
tels make a contribution towards tourism trade and enterprises.
2 Concept:- The name ‘Hotel’ was derived from a Latin word called “Hospitium’s”. The earli
er hospitality involved accommodation these come to be known as “bins” which booked
after by in keeps.
In Britain these were called “Entertainment House”. As people began mostly from plac
e to place the hotel industry began growing. In New York “City Hotel” was the first
hotel to house an elevate thus the trend changed from on ordinary husband establ
ishment to a more organized booking system.
Present Trends:- The trend is the industry in classification closely under the b
asis of advancement in technology, marketing and sales, financial and the develo
pment is food and cuisine trends. The hotel industry is now concentrating as a s
egmentation as the market by contain certain types as customers which focuses as
settle that enter exclusively for them, the concept as budget have is an upcomi
ng one in India. The hotelier would like to offer a reasonable amount of good fa
cilities after condition price and attention is a home way from home situation.
Today the hotel includes is making a reasonable program in both public and priva
te sectors. Independent chains are “The Taj”. The top has gives a new look to the 3
hotel ring in India. Deluxe hotel might home attached very high degree of effici
ency is international standard in catering services exposure training a “The Brist
ol hotel company” is one of the largest owner and operates as hotel in north Ameri
can. The company currently operate 101 hotels containing approximately 28,800 ro
om in 22 states, the district as Columbia and Canada, the South West and is the
Pacific require as the United States. Bristol proportion are predominately full
service hotels that operate in the upscale and mid price with food and Beverage
segment as the lodging industry. During 1997, the company acquired the servicing
interest in Holiday in and the assets as 4 other hotels. Hotel rooms accounted
for 75% as 1997 services. Food and beverage 18% management fees 1% and other 0%.
I had a chance to train in one of the properties The Bristol, Gurgaon, where I
under went training for 2 months and worked in operational department, with a mo
tive to study operational aspects for the Bristol, Gurgaon.
4
OBJECTIVE:- The Objective is to study the total operational aspects as different
department as a hotel. SCOPE:- The main objective as project is to analyze the
report comes the entire spontaneous as a model hotel emphasizing on following ar
ea:-
a) Purpose, role and function as each department
b) Departmental hierarchy and inter department co-ordination
c) Key System and procedure adopted for different activities in each department
METHODOLOGY:- With evolution to study information was social from following sour
ces. A) Primary Source B) Secondary Source A) Primary Source:- The Primary data
was collected during solution traditional in various departments and the intervi
ew with hotel personnel. B) Secondary Source:- The data was collected from sever
al books, Journals, Magazines, Newspaper brochures etc. 5
PURPOSE:- Different hotels home different way as permanent their operation. Hote
l industry is very service based industry and lot of variations is made as per g
uest satisfaction. LIMITATIONS:- • The study does not consider the financial and t
echnical aspects as the hotel • Due to time lapse between collection of data and p
resentation certain facts and signs might have cleared. • The lack as information
due to considerably in certain departments. • Size as the report. 6
GURGAON (HARYANA) Gurgaon with a standard urban area at about 50 sq.km. And resi
dent population as about 0.23 million (1997 figures), is an upcoming industrial,
commercial and residential township, 25 kms, south as New Delhi. The sloating p
opulation as the tour is about 10,000 per day. The tour is broadly divided into
3 major Geographical areas:-
1) Old township Consisting as the old city, the main bazaar, Railway Station etc
. 2) New township coming up on the other side as NH8, being developed by Haryana
Urban development Authority (HUDA) and a host as private colonizers such DLF, U
NITECH, ANSALS etc.
3) Industrial estate area including the largest industry in the area i.e Maruthi
 Udyog Ltd. A joint venture car manufacturing unit as Govt of India and Suzuki M
otor Co; Japan.
About 30 kms from the center as New Delhi and a fast developing city, Gurgaon is
perhaps the most important as all Haryana tours. Originally it was named Guru G
ram. Till independence, Gurgaon was a scarily backward tour, but a fact that it
raises to the occasion. Now there area number as big, industries like ATLUS IS T
HE MARUTI AUTOMOBILE factory.
These area few others places worth seeing, like Sulatanpur National Park and on
Old Mosque. 7
Gurgaon is perhaps the fastest developing city in Northern India, and it’s promine
ntly to New Delhi helps. Real Estate is booking here with new buildings coming u
p faster than you can count them, and even officers are being relocates from con
gested and contaminated New Delhi. Another plus for this city is its proximity t
o the New Delhi is International Airport which is just 15 kms away.
A number as good hotels dot the city as Gurgaon. The best place to stay are 32nd
Milestone which a bar,discotheque, go-karting and hi-tech games for kids and te
nnis. The Bristol is a 5 star Hotel with on excellent confectionery.
The heritage village lies on the Delhi-Jaipur highway before Jaipur. * Ushering
a revolution in Shopping and Entertainment:- a) City Centre: City center has eme
rged as shopping leisure and entertainment destination. The mall provides automa
ted parking systems for one thousand cars on surface and basement. A sound secur
ity system is functional sound the clock, elevation and escalators facilitate cu
stomer movement. The entrance to city center has a specially designed samp for m
echanism used by physically challenged persons. The mall has been provided with
8
100% power backup in all areas such shops, cinema, restaurants, basements or com
mon areas such as corridors and parking lists. b) D T Cinemas:-The Growing glory
of city center is, of course, D T Cinemas. State-as –the art projection systems f
rom Christie, the U.S. based company, has made watching movies an enjoyable expe
rience. The three screen multiplex spread ones 48,000 squ.st consent upto 1000 p
eople, D T Cinema not only bring much awaited such to the city but also invite c
inema starts for lunch and promotion of their films.
The digital talkies film festival 2003 was present at the multiple towards the e
nd of April 2003 which show cased 30 films including internationally acclaimed f
ilms. c) Mega Mall:- An International quality entertainment mall. The three stor
ies Mega Mall consisting as a outlets on the lower ground floor. 39 on the upper
ground floor, 40 on the first floor and 64 on the second floor, is nearly compl
etion. Mega mall shall be home to brands such as Gyans,fashion Boulevard, Panna
Sarees, Zakis shomekr furnishing etc.
d)Grand Mall:- It is the first retail mall to be seen on Gurgaon-Meharanchi Road
near its junction with Gurgaon Faridabad road next to Bristol Hotel . 9
The Bristol Hotel (Government Approved) 5 Star Deluxe. • Address:- Adjacent to DLF
Enhance phase-1 Gurgaon-122002, Haryana (India) • Telephone:- 91-124-6356030 • E-Ma
il:- Contact @ the Bristol hotel.com • Website:- WWW the Bristol hotel.com • Ownersh
ip:- Bright stat hotels pvt. Ltd. • Managing Director: Mr. Mandeep S. Kakar • Genera
l Manager:- Mr. Digvijay Singh • Directors (Sales & Marketing):- Mr. Yogesh Kochha
r • Manager (Sales & Marketing):- Mr. Rajiv Duggal • Access:0 15 kms from Railway St
ation, close to bus stand (DLF Phase 1) • Location Advantage: (City Hotel) situate
d in Delhi new business address ‘DLP’ the only 5-star deluxe property in Haryana • Air
conditional:- Centrally Air conditional Rooms:- 80 Double:- 75 Visitors:- 5 (Do
uble A/C:- 75, suit A/C:-5) • FIT Tariff:- (in US $) Room Type USD (SGL/DBL) Delux
e $ 185/$210 10
Executive Club $ 250/ $280 Business Suites $ 300 Presidential Suite $1300 Pentho
use Floor $ 2000 Groups Tariff:- On Application * Off Season Period:- May to Sep
tember * Off Season Discount:- 30-40% * Taste applicable:- Expenditure tax 10% *
Banquet Facilities:- Hall:- 5 Maximum capacity in theatre style:- Largest 2000
Smallest 25 Restaurant :-3 Bar:-1 Cuisine:- Multi Cuisine * Room Facilities: E-m
ail and internet connection in rooms for demand, CD players on demand soft bar, •
Other Facilities:- Business center, separate executive floor, executive
lodge, Banquet and concern facilities, beauty parlour shopping ascade,
gols
• Services: Doctor or call, laundry, Money changer,banking safe deposit. • Credit Ca
rd:- A MEX, BOB, VISA, MASTER ETC. • Member:- (6047) FHRA 1, HNRAN 1, 1 ATO, TAA 1
11
Accommodation:- There is a gallery of quest rooms. Each is enjoyed as an individ
ual
experience so that wishes you return you will be releasing in new surrounding. E
ach
room is tastefully appointed like fine residence featuring 18th century stylish
surrounding
marble bathroom ventures, original artwork
ROOM FEATURES:- Special Sutures for Suits:-.
1) Personnel bar (Presidential & Mexican)
2) Personnel Jacuzzi (Presidential & Mexican)
3) Personnel roof top garden (presidential)
4) Common Sutures • Air Conditional • Bed side console to control AC/lights/TV and W
orld time display • Video on demand • DVD on demand • Internet on TV • Brand Band Intere
st access-upto 10 mbps • Mini bar • 24 hr room service • 12
Facilities:- a) RIVIERA SPA The Health Club State of the art health club special
izes in being unique, offering holistic (Body and Mind) health through a blend o
f ancient Indian science of Yoga and Modern suitness Principles The SPA offers a
full range of best available cardio vascular equipments which include treatment
, steppers recumbent cycle and many more.
It also offers separate source stem room,multi-control, whirlpool Jacuzzi
Areas for meson women various kinds of aquatic. Indian and Swedish messenger by
expert masseurs are also available to trivigor the body. The surrounding
greener,landscape poolside visible from the health club makes it a delight for b
oth body
and mind.b) Roof top Swimming Pool.
A delight to beholding the open to sky “swimming Pool” on the source sloor is probab
ly
the best located pool in the town. A water fall at ones the ends is surrounding
greener
makes the poolside a delight for both the water and the sun surroundings
13
FRONT OFFICE DEPARTMENT Introduction:- The front office as a hotel is an operati
ng Unit and is the most suitable department as the hotel and fundamental reasons
for hotel existence. It is responsible for the star hotel rooms through systema
tic methods as resevation surround by requisition and allotting rooms to the gue
sts. It holds good prime atmosphere is view of the basic nature as a hotel that
is to sell rooms and revenue collected from the sale of rooms contribute more th
an 50% of total hotel sales.
If has complements role as image of the hotel. It is the first and the last poin
t contact as every guest. The staff at front should have pleasing personalities
to eater to the guest information service.
The front desk after form as the guest request consisting or requesting issue. F
oreign guest use the front desk to exchange currency. Find a translate as reques
t other special assignment is addition it may also be a base operation during an
energy such as fire or guest injury.
* Basic activities as Front Office a) To sell room, register guest assign room
b) To maintain a minute invertors as room
c) To keep the accounting records as guests and front office transaction
14
d) To provide mail key, the telephone information and protective service to the
guest. e) To integrate promote and co-operative with other departments to mainta
in
the standard as the hotel. So that the total activities contributes to the
ultimate satisfaction as the guest.
f) Provide information to the guest g) Maintain guest accounts as maintain credi
t limits. The front office is divided into following section the Bristol hotel:
1) Preservation:- This section is never center as the department where all reque
st for reservation are received and processed. 2) Reception:- This section as re
sponsible for receiving the guest. It is also responsible for the registration a
s guest at the time as this arrival. Mostly status
insist that guest should registered hosiery. This is the rule to protest both th
e hotel
and the guest.
3) Cabby:- This section is located immediately upon the entry into the hotel and
it is the important because it is the first and the last essence contact of a g
uest with the
hotel. It is here that the guest is received and tubes to the reception to be
registered. Handling as guest language and the guest problems along in the
section.
4) Information:-a) Maintain guest alphabetical index book b) Receive message for
the guest 15
c) Handle guest packages and encasements d) Handle parity e) Provide information
to the guest. 5) Front Office Cashier:- This section is responsible for posting
as guest charges and guest folio (Bills) accurately and time so as the properly
settle guest A/C and
received payments before departure Expresses should include room food and
beverage and other sources. These charges and recorded up to the last time as th
e
cashier desk. This section is responsible for exchanging foreign currency.
6) Night Auditor:- The responsible as this section is to complete and order swel
l revenue transaction and reconcile the revenue statement of all outlets with th
e F.O accounting machine with a view to prepare a duty reporting the duty busine
ss. 7) Bell Desk:- It is responsible for baggage handle t the time of guest depa
rture or arrived or during to stay. They are also responsible for handling guest
mail
message newspaper etc. They also do miscellaneous job like recounting getting
medicines or theater tickets for guest etc.
8) Telephones:- This section handles all is country and put going local calls, t
runk call for both guest and hotel management. 9) Travel Desk:- This section arr
anges for a airport transport as the guest. The hires cars, coaches organize tow
ards precede air or rail tickets, confirm tickets etc. 16
Hierarchy Front Office Manager Assistant Front office Manager Reservation Manag
er Receptionist Cashier Information Bell Captain Bell Boy 17
CHART FOR RESERVATION PROCEDURE Enter Details on Reservation Form Enter In Dai
ry Update Reservation Chart Confirmation Filling 18 Request For Room Space on Re
servation Chart No Yes Yes Offer alternative Regret Alternative Acce p ted NO
• Qualities and attributes as front office Staff: Qualities:- 1) Sales Man:- They
motivates the guest to spread more as the hotel facilities. 2) Problems Solvers:
- Guest in variably approach Front Office
for the help incase they hence problem or a complaint. A staff
has to be diplomats and resources to solve the problem at the
shortest possible time.
3) Reference Point:- Guest into wants information or wants to pass all informati
on use front office for this purpose. 4) Co-Ordination:- Since they are referenc
e point the F.O staff
are request to co-ordinate with other departments airlines
travel assignment with city tours to guide the guest a
personalized services.
5) Image Building:- as on extension to these solve role F.O staff
can definitely generate a good image for the establishment in
their manner of dressed, communicates personnel conduct
and efficiency.
Attributes: 1) Personal Growing:- They should have high sense as personnel growi
ng, uniform should be neat and cleanly presses. Hair should be well groomed. It
is presumable for to tie and hair up in a bus. 19
Nail should be manipulates soft colleague is preferable to heavy perfumes. Jewel
er should be restricted. It short the F.O staff must be seen at their best at al
l times.
2) Personal Hygiene:- This is important to F.O Personal as there are constantly
expose to the hotel guest clean appearance help to
object guest image not only for themselves but as the
establishment as well.
3) Self Considerence:- This is necessary to F.O person meet guest as different c
ountries, status and culture. They should be comfortable and feel at least in de
aling with their people. 4) Communication Shell:- It must be correct and clear.
It is perforate that F.o no more than one language it helps is
communication with guest who do not understand or cannot
speak English or local language.
5) A really Smell:This is very necessary guest like to be handled by changes sta
ff. This smiles being cheer to the guester put then at last. 6) Quick Decision m
aintains ability:- Guest after approach the F.O with problems and request. F.O s
taff must be able to decide
quickly a course as action that satisfactory the guest and at the
same time keeping the interest as the organization online.
20
*Duties and Responsibilities as staff in the Bristol Hotel: Front Office Manager
:- 1) Participate in the selection of F.O personal
2) Trains, cross strains and retain all F.O personal
3) Schedule the F.O staff
4) Supervises work locates during shifts
5) Maintain working relationship and communication with all departments.
6) Maintain master key control
7) Resolve guest problem quickly, efficiently and curiously.
8) Works with in the allotted budget for the F.O
9) Receives information from the previous shift manager passes on important
details to the coming Manager. Cabby Manger:- 1) Important the duty as front man
ager
2) Takes ones the duty as the F.O Manager
3) Dealing with complaint which come to him directly and ensure those which the
receptionist cannot handle
4) Dealing with V.P.O (Visitor Period out)
5) Co-coordinating with airport representative
6) Responsible for useful or security as the staff or the guest
7) Responsible for Transport service
21
8) He has to keep record as guest A/C which has recorded is house limits and los
es that the needful is done. 9) Welcoming guest special V.I.P and can also do pe
ople relations. Front desk Assistant, Personnel:- 1) Register guest and assign r
oom accommodate
2) Special requests wherever possible.
3) Organize for reservation
4) Understand room status and room status hierarchy
5) No room location types as room available and room stage
6) Uses suggestive selling technique to sell room and to remote alter services a
s the
hotel
7) Files Rooms Keys
8) Knows how to use F.O requirement
9) Process guest checkout
10) Coordinates guest rooms maintenance work with the engineering and
maintenance department 11) Knows all safety and emergency procedure. He is aware
as accident prevention policies 22
Reservation Assistants:- 1) Process reservation made by mail, telephone or contr
ol reservation network case
2) Process reservation from the sales office other hotel department and travel a
gent
3) Knows the types as rooms available as well as there location and layout
4) Knows the selling status, rates and benefits as well package plans
5) Determines room rates based on the selling tables as the hotel
6) Under the hotel policy an generate reservation and no shares
7) Assist in pre registration activities with appropriate
Front Office Cashiers:- 1) Operates, front office posting equipments
2) Obtain the house bank/slat and keeps it balance
3) Completes cashier pre-shift supply check list
4) Complete guest check out procedure
5) Postal charges to guest Accounts
6) Handles paid out (H.P.O)
7) Completes guest check out procedure
8) Settles guest Accounts 9) Posts non-guest ledger payments 10) Balances depart
mental totals at the close of the shift 23
GRE (Guest Relation Executive) Duties:- 1) Answers Letters of inquiry, regarding
rates and availability.
2) Trains new guest services department personal
3) Maintains a thorough knowledge as the room rack, location, types of rooms, sa
ck
operation, package plans and discounts.
4) Maintain details knowledge about hotels services and hours of operation
5) Knows all safety precaution and understands energy procedures and how to act
upon then understands accident preservation policies
6) Knows cask handling procedures
7) Develops and maintain all aspect as the hotel, reservation system.
24
Front – Office Layout of Front Office Department: - Left Luggage Telephone or Ba
ggage Front Office Reservation Operator Room Manager Safety Locker Cashier Recep
tion Registration Bell Lobby Desk Entrance Travel Desk Lounge GRE 25
Reports Generated in Front-Office:- 1) Night Clerk Report
2) Room rack List
3) In house Guest directory
4) List of expected departure
5) Special services list
6) Room status report
7) House-Keeping discrepancy in room rack
8) Complimentary room list
9) Bills on hotel List
10) Currency exchange register Stationery Used at Front Desk:- 1) Registration C
ard 2) Reservation form 3) Key Tray
4) Last and found slip
5) Scanty baggage form
6) V.I.P amenities vouchers
7) Key card 8) ‘C’ form 26
9) Message slip Types Of Rooms available in the Bristol Hotel:- Each hotel has v
ariety as rooms to sort the needs as the guests. Hotel guest room can be classif
ied in number of using.
1) No. Of size of bed in rooms
2) Decorate the room size on the view
3) Accommodation for a particular type as guest e.g. residential suite for V.I.P
A reservation form room mould be made using the following terminology
1) Single Room
2) Double Room
3) Twins Room
4) Tamed Room.
5) Award Room
6) Holly Twins Rooms 7) Parlors
8) Studio Room
9) Suite Room
10) Tent House suite Room 11) Cabin Room 12) Lanai Room 27
Types of Plans:- 1) European Plans:- A plan is which only room rate is charged 2
) Continental Plans:- Room rate and continental between is charged. It is also c
alled as reservation plans 3) Modified American Plan:- Roommate/FT much or denie
s is charged. It is also called as house board order- pension 4) American Plan:-
Room rate and between the lunch and dinner also. It is also called well board a
s in pension or all include plans. Front Office Equipments:- 1) Room slots 2) Ma
il, message and key racks 3) Reservation racks 4) Information racks 5) Folio typ
es
6) Account posting machine 7) Voucher racks
8) Cash register
9) Support devices
10) A/C in permits
11) Magnetic strip recorder
12) Time stamp devices
28
13) CC TV 14) Telephone Co-Ordination with Other Departments:- 1) Form: Receivin
g as arrivals departure
- receiving names of VIPs
- For working telephones bills to the FOM cashier
2 ) House Keeping:- the guest room telephones are checked by the departments. Gu
est complaints are rotates through the telephone exchange 2) Food and Beverage:-
Persons wanted to reserve table in the restaurant do so
through the telephone, department. Details about various sections being hold int
o
the hotel in surround to telephone departments by funds departments should also
know timing of various outlets and also reference.
3) Accounts Departments:- the bills include for guest calls are founded to F.O w
hich
are later send to the accounts departments. The accounts and telephone
department works include coordination to simulate the monthly or quarterly bills
sent by departments, and check these bill for correction. All personal trunk cal
ls
made by the staff for which bills are made by telephone operator are handled by
the accounts department also handles telephone exchange budget.
Modes of Reservation:- 1) Letters 29
2) Tele.Exe- Cable fuse, E-mail etc 3) Telegrams 4) Telephone 5) Personal
Sources Of Reservation:- 1) Airlines 2) Travel Agent 3) Free individual Traveler
(FIT) 4) Company 5) Central Reservation Office 30
Key and Key Control:- Types Of Keys:- 1) Room Keys:- Different keys are issued t
o energy guest for their rooms
2) Have a heavy key (key tab) tab discussion guest from taking it away
3) Bells bay should take the key from the guest at the time of check out
4) Guest normally the key at reception counts is they are going out as the hotel
Section Key:- a) Issued to room alter dents
b) Open locks of rooms of only one section/floor
c) Does not open double lock rooms
d) Room attendants carry their key is a key bundle, tied
around their waiter so that they don’t loose it Floor Master Key:- 1)Used by H/K s
eparation
2) Open all rooms on the floor
3) Does not open double locked rooms
General Master Key:- a) Normally used by Deputy House Keeper b) Also issued to n
ight duty house keeper 31
c) It can open all rooms on only floor as the hotel except the double locked roo
m Grand master key:- 1) opens doors of all rooms of the hotel, even the double l
ocked rooms 2) Issued to the executive general manager and duty manager (extreme
case must be taken is opening a double locked room is only in case of emergency
) 32
The House keeping department of energy hotel has demanding workload. Maintain cl
ean attractive rooms is essential to satisfactory. Guest but housekeeping sectio
n must be performed efficiently. Accurate but flexible schedule is important and
close communication between the housekeeping department and front desk is impor
tant.
The Executive House Keeper:- He/She is one of the the business and most importan
t department head of the hotel Typically this demanding position is filled by so
me one who has advanced through the ranks from one housekeeping position to anot
her. An executive housekeeper has over all responsibility for the housekeeping s
taff including the training of new employers. A typical housekeeper purchase and
maintain furnishing equipments and suppliers. Other duties include directly cer
tain decoration and upon projects.
Co-Ordination with Other Departments:- 1) Front Office:- For selling rooms effic
iently there must be a constant exchange as information between the two departme
nts with prompt exchange as information there is less likelihood as mal function
arising between the two departments
2) Engineering and Maintenance:- The sell relatable to rooms should be reported
as early in the day as possible. It is a good relation in there it is more likel
y the problem will be deal with promptly.
33
3) Food and Beverage Service:- Co-operation here mainly deals with the lines whi
le the keepers need to home sufficient stock to meet the demands of the restaura
nt. The restaurant manages must ensure that the lines is not misused.
4) Security:- Co-Operative is concerned with prevention of fire, theft, safe res
ponding etc, These must be security needed at the floors in such a situation coo
rdination is important.
5) Personnel:- This department plays an important role in recruitment as staff a
nd distribution as salary. Organization:- It is the executive housekeeper respon
sibility to enforce the lines of command. Each explains can only handle the resp
onsibility to report to an he must be gives the authority. The purpose of the or
ganization structure is to demonstrate reporting line accountability, indication
on order path guidelines to new records.
34
EXISTING HOUSE KEEPING LEVELS EXE-HOUSE KEEPER DEPUTY HOUSE KEEPER SENIOR HOUSE
KEEPER ASST/FLOOR SUPERVISOR ROOM BOYS 35
Organizational Hierarchy of the Bristol Hotel Executive House Keeper Deputy Hou
se Keeper Florist Desk Co ordination Florist Supervisor Lines Keeper Asst. Flori
st Helper Lines Keeper Helper Public area staff Tailors Room boys Clock banquets
hall Helpers Chamber maid Boys Polishers & Gardner Valet Cleaners Supervisor in
House Keeping:- a) Desk Supervisors 1) All queries complaints and request as th
e quest to be attracted and to be directed according 2) It is a center of commun
ication with others department room service department etc
3) Issue and control of keys and pages
4) Maintain records on cleaning suppliers function ate
5) Takes care of flower arrangements sent to various outlets
36
6) Taking reports of V.I.P arrivals, V.I.P in house expected departure expected
occupancy and arrivals of the hotel. Floor Supervisor:- 1) Supervisors of guest
rooms and allotted coordinators
2) Releasing checkout rooms as soon as possible
3) Taking room as red slip (RIS)
4) Making maintenance job list and follow ups
5) Ensuring that rooms are ready with special care for V.I.P arrivals
6) Special request for long staying guest to be attended.
7) Checking of floor patron
8) Intending as supplier
9) Responsible for equipments used in floor pantry
Public Area’s Supervisor:- 1) Daily supervision of cleaning public areas 2) Alloca
tion as duties for public area as cleaning to the house men in various shifts an
d areas
3) Making maintenance complaints and follow up
4) Planning periodic cleaning schedule
5) Co-coordinating with contract cleanness
6) Check and control equipment like vacuum cleaner shopping machine etc
37
7) Entity banquet halls, restaurant are ready in time. Laundry:- All the rated l
ines is sent out of hotel, is there is no in house laundry. Laundry is on contra
ct basis. Laundry services must be efficient. Laundry Process:- 1) Laundry call
is taken by desk coordination entered is register as guest staff call for laundr
y collections
2) laundry boy is paged and given message as laundry to be collected from rooms
3) It laundry is not collected by the boy collects laundry from the guest and al
so
checks the occupying sometimes.
4_ He controls the occupancy in the occupancy slip and also writes laundry.
4) Occupancy gives by laundry boy to be cross checked by the floor boy cleans th
e
room. Laundry and valet service slip:- This slip is placed in all the rooms this
is sealed by the guest, it consists of items and
prices for laundry dry cleaning and only ironing duties and responsibilities of
housekeeping staff.
38
Control desk attend:- This member of the staff is stationed at the central desk
which is the center as the
department. She handles all telephones calls. She also prepare the missing repor
ts and
under report chart she fills in the discrepancy report and sends it to front off
ice.
Lines Uniform room attendant:- This person is responsible for issuing out lines
uniform to the F & B outlets and for the
cleanliness and up here as the lines room. She also gives outlines for the rooms
and
public area she keeps a strict count of all items.
Room boys/Public area attendants:- They are the staff members who are actively i
nvolved in housekeeping work. They are
responsible for cleaning rooms and public area including lobby, restaurant eleva
tors,
banquets halls etc. They also have to take a physical check as the occupancy of
each
room which is entered in the discrepancy report.
Laundry Equipments:- 1) Stream, Press
2) Washing machine
3) Flat press
4) Hydro extracts
5) Seizers
6) Tumbler (dryer)
39
7) Calendar 8) Folding machine 9) Dry cleaning machine Following detergents and
chemicals are used for washing and cleaning the lines. 1) Water 2) Detergents 3)
Detergents with enzyme action 4) Soap is used as meting agent 5) Anionic
6) cationic
7) No-anionic
8) Fabric brighter
9) Alkalis
10) Antichlor 11) Sours 12) Starches 13) Bleaches 14) Fabric softness 40
Basic functions or cycle as operation as laundry:- 1) Collecting soiled lines 2)
Transporting soiled lines to laundry 3) Sorting
4) Washing
5) Extraction
6) Finishing
7) Drying
8) Ironing
9) Storing
10) Transporting lines to respective areas. Lines Room:- It is a central storage
point for clean lines received from the laundry. It should be close to laundry
for effective circumstances. It the laundry is off premises, the lines room shou
ld be near main entrance. It should be away from kitchen areas, as lines absorbs
food smell easily.
Exchanged of Lines:- 1) Directly exchanged over the counter
2) Listed and bundled taken to lines room
3) Dispatched through a lines chute
41
4) Collected frequency from corridors Activities of Lines Room:- 1) Collection o
f soiled lines
2) Counting and sorting
3) Dispatching to laundry
4) Receiving deli verities from laundry
5) Checking of lines
6) Storage 7) Distribution to units
8) Stock taking is maintaining records
9) Repairs and alternations
10) Uniform section Guest room suppliers and amenities:- Guest supplier are item
s which are provided for the guest to make their stay as comparable as possible.
Placement of Guest Supplies:- 1) DND cards 2) Please clean my room card
3) Collect my laundry card
4) Safety locket facitility chart
5) Fire exit map
42
In the Wardrobe:- 1) Hangars
2) Laundry bags
3) Laundry list
4) Extra pillows and blankets Near the luggage rack:- 1) Flask
2) Drinking glasses
3) Paper napkin
4) Coasters
On the chest of dressers (credenza):- 1) Candle stand 2) Candle match box Inside
the using table drawer:- 1) Break fast card 2) Hotel service directory 3) Writi
ng solder 4) Business man kit On top of curetting table:- 1) Bud case 43
2) Room service card or men’s card 3) Ashtray and match box On the bed side table:
- 1) T.V remote
2) Telephone
3) Scribbling pencil
4) Pen or pencil 5) Telephone directory Inside the bathrooms:-On the vanity coun
ter:- Tray with soap, shampoo, bubble bath, talcum powder, shaving kits, moistur
izes. Near the bath tab:- 1) Shower cap 2) Soap 3) Talcum 4) Foam
5) Moisturizer
6) Body scrubber
44
Water Closet area:- 1) Toilet roll 2) W.C. Band Guest room Amenities:- 1) Statio
nery
2) Post cards
3) Pens
4) Laundry bags
5) Utility bags
6) Packets as coffee or tea
7) Sugar and powered etc
8) Chocolates or mints provided with turn down service
Bathroom Amenities:- 1) Facial soap 2) Bath soap or shower gel 3) Shampoo
4) Moisturizer
5) Shower cap
6) Shoe mitt or shoe shine knit 7) Shoe hors 8) Sewing kit 45
9) Collogue or after Shane Register maintained in the departments:- 1) Room occu
pying sale:- All room occupancy reports are necessary so that the house keeper c
an anticipate the level of work load so as to provide necessary staff 2) Log boo
k:- It is the most important register because it is in this register the
instructions to the staff as next shift are written. The supervisor at the begin
ning
as any shift for instruction refer to this log book by the staff as this previou
s
shifts.
3) Lost and found register:- This book consists of all the information, regardin
g the lost item such as the colour, the lost item name, place sound by, time etc
. the lost item is received in the register and banded over to the security depa
rtments.
4) Carpet shampoo register:- In energy hotel the carpets are shampooed at regula
r
interval in order to maintain and to improve their life. The dates are maintaine
d in
these register which makes it convenient for the staff to distribute their work
accordingly.
5) Complaint register:- the desk controller handles this register. All the compl
aints or requirements, which have to be looked into, are written down long with
the time. The desk controls inform the floor supervisors to look into these requ
irements.
46
FOOD AND BEVERAGE SERVICE DEPAREMTNS Restaurant is a commercial establishment co
mmitted to the sale as F and B. It is major
revenue producing area in a hotel. The quality and standard of any service area
be it is
restaurant bar or banquet depends upon the type quality and standard to service
gives.
Thus food and beverage service department is important only from the revenue
generation aspect but also because it generate good will for the hotel.
Section of F & B Service outlets:- 1) 24 hours coffee shop:-( Palmyra) Serving a
combination as national and international cuisine, the new expresses both light
snacks and complete meals. A well laid dinner buffet after wide variety as choic
e as
satisfy all needs A choice of soap panes the way for the repast to follow. The b
uffet
consists as a salad bar consisting as 8-9 varieties as veg and non-veg salad, co
ld cuts and
exotic veg. Salads,
Main Course:- They offer a wide choice to both vegetarian and non-vegetarian, 3-
4 non
veg main course
6 vegetarians speculate, rice noodles, and variety of Indian and continental bre
ads served
on the table. As fabulous choice of desires on the table. A fabulous choice help
s you to
round off the meal patrons.
Symptoms is content and variety, the basset at Palmyra satisfies both the govern
ment and
the governed with a line bund “Southern Ivory” in attendance
47
Lines: Size of Napkin 18*18 Napkin sold cardinals caps,
Rate as napkin Rs. 20
Rate as tablecloth Rs. 360
Rate as printed fabrics Rs. 357.5
Rate as green leaf fabric Rs 3570
Software Package/boiling systems shows software Non-smoking section:- 3,7,10,11,
12,22,32 Indian Specialty restaurant:-They offers wide delight of Indian cuisine
. Authentic food From the budget mountains of North west frontier to the singer
licking delicates from the
of Hyderabad. Awide selection of Kababs and curries await the waiter and gourman
d
Timing:
8.30 am to 11 am 12.30 pm to 3.30 pm 6.30 pm to 11 pm
Covers:- 75
Line music in the restaurant creates the right for you to enjoy your meal, All i
s all, a
perfect “mantra” for a perfect dust. 48
Chinese Specialty Restaurant (the sick route) Tracing the route used by the trad
er in ancient china. The cuisine at the sick route imbibes
various spices. Services and cooking technique particular to the various regions
that the
route posses through. A good way, to taste the food on offer with a minimum as f
ast and
very quick meal. For a leisurely meal, the vast menu offers an insight into norm
ally all
kinds as oriented cuisine that can be hard.
Exotic sea food cooked with equally exotic recipes a variety as poultry and meat
items, choice for vegetarian and a number of samples in rice, noodles, and chop-
sue.
Special desserts prepared on order with rounds as Jasmine Tea will help you in s
ettling
Down as superlative meal.
Course : 85 Timings:- 9 am to 10.30 pm Bar Services:- It is another out let for
the good and beverage area where the alcoholic beverages are offered. Here the o
rder you the drink is taken by the bar tender. He should have a sound knowledge
of various drinks . In the Bristol hotel bar facilities available into two types
:- 1) Hunter bar:- Hunter bar offers a wide variety of spirits and contribute fo
r the guest
choice. Offering a view of the neighboring green areas the bar offers the perfec
t
obstacles to unwind after a hectic day. The attendance spins out some fast tunes
to set the mood for any energy.
Timings:- 12 pm to 11 pm 49
Maximum Sale :- Rs 25000 to 28000 Happy Hours: - 5 pm to 8 pm (complimentary sn
acks) Peppers (Pub) An exciting nightclub with a mexian theme servicing a variet
y of detectable
cuisines along with a Island bar offering international drinks and cocktails,
Equipped with state as the art sound system and computer controlled lighting, th
e clubs
wood rows dance floor the target in town, will gives you ample space to chill ou
t and
swing to the melodious tissues and pulsating beats provided by our dynamic D J e
lse,
takes up to causing at the pool tables or simply enjoy watching line sporting an
d music
action on the giant video screen.
Hunter Bar: - Wash basin Ice Machine Freeze Bar Bar Equipments Freeze
Glass
Storage
Bar Counter Bar stools 50
Room Services:- It is a facility offered to the guest staying in the hotel room
s. They may place their order
physically. The staff must be efficient to serve duck hot
food. It works 24 hrs.
Organisational Hierarchy of a Restaurant Restaurant Manager Hostess / Receptionist
Sommelier Tranchem Maitre D’hotel Supervisor Chef de rang Head Waiter Comm
ng Apprentice Commi de Brassen Trainees Hierarchy of Room Service:- Food & Bever
age Manager Room Service Manager Order taker Captains Stewards 51
List of rules maintained in room service departments:- 1) Memo file
2) Budget file
3) Captains analysis
4) Manger report
5) Miscellaneous (hotel Manual/future reference)
6) catering and room statement
7) Daily cover statement
8) Liner exchange format
9) T.D.H reports (entitled guest complimentary)
10) Guest history maintenance 11) Liquor requirements 12) Captains and order tak
ers list 13) Packed order 14) Training site (all training schedule) Delivery Ste
ward (daily check list) 1) Check set up is as per standards picture display
2) Look for red tag to check for delay in preparation and gives priority
3) Look for any visual defects
4) Knock and amounts your departments
5) It serve order to the guest as per the standards
6) If the order is delayed apologies
52
7) Enter clearance in the steward card remarks column Banquets:- they are specia
l functions organized for professional social state occasion. Banquets are the s
ervice for these occasions. Banquets are organized for more than 15 people.
53
Banquet Hierarchy:- Banquet Manager Banquet supervisors Waiter Waiter Barman As
st. Waiter 54
Conference and Banquet Facilities In the Bristol Hotel Name Capacity (Page) Rem
arks 1) The regent park 75-150 Located on the 5th floor units beautiful view as
DLF sky s scrapes an ideal place to have cocktail portion. 2) Pool side 150-200
Situated on the south floor 3) the regent 15-30 Conference room on 3rd floor 4)
the Monarch 20-40 Conference room on 3rd floor 5) The Bristol club 25-40 Lounge
on 3rd floor 6) Sovereign 40-60 Situated on 3rd floor ideal for small portion an
d conference 7) Victoria 120-175 Situated on the 2nd floor ideas for reminars 8)
Edmonton Hall 150-450 Turn hallo on the 1st floor
Capable of accommodating
up to 450 people uses combined.
9) The ball room 250-300 Situated on the ground floor
one of the finest Banquet
Hall in the city
10) the Hyde Park 750-1200 Huge lawn on the ground floor ideal for having con ce
rt. 55
F & B Production Departments in the Bristol Hotel:- A kitchen is an enclosed spa
ced in which edible raw materials are cleaned processes and cooked called chel m
eans kitchen. The proportion area is the principle area as F & B departments is
normally has several functions. This is the second revenue generating department
s as hotel after front office. KITCHEN ORGANIZATION:- Refers to how people work
within the kitchen food slow. Essential organization is critical to any business
. Executive Chef:- His work into………… 1) Organize the kitchen
2) Compiles the mess
3) Order the food stuff
4) Show the required persist
5) To engage the staff
6) To supervise the kitchen
PRINCIPLES OF FOOD PRODUCTION:- 1) Planning of work and its distribution 56
2) Minimum time lapse between proportion and service
3) Adhesive to standards
4) Proper storage and recycling of food
Production Flow Chart in Bristol Hotel:- Main Planning Purchasing Storing Issuin
g Preparing Processing Cooking Serving--------------------Holding Stewarding 57
Food and Beverage Department of Bristol Hotel Hierarchy Executive Chef Soups Ch
ef Ches-de-partie I Commis
II Commis
III Commis
System And procedures: Followed in Bristol Hotel:-
1) One indent is issued by kitchen executive to get raw materials from the store
s.
2) All the raw material which are in good conditions are brought to the kitchen
3) The raw material are cleared and processed to obtain cooked food
4) All the mis-in-place required for particular dish is done well in advance.
5) The KOT is made is triplicate first to the kitchen, 2nd to cashier, 3rd in bo
ok
Department Under the Main Kitchen at Bristol Hotel:- Depending on the nations an
d types of more performed food and beverage production is divided. 58
Gardle Manager:- That area under the main kitchen where cold cuts, sawyer, salad
s are prepared. Butchery:- This section is involved with meat processing. It is
skinned is required then cut into various cuts. These are either supplied direct
ly or packed and labeled with the data and stored in deep freezer. Pantry:- This
section of kitchen involve in the production of fruits, pattern, juices shakes,
Ice cream, tea, coffee etc, in addition chip corn slakes are also disposed from
the pantry. Bakery:- This section prepares all the baked items such as French r
oll, missiles, and Danish party, cakes etc, all these items are sold at the past
ry shop. It attributes to a fair amount of revenue to food and beverage sales. I
ndian:- It caters to the preparation of all Indian dishes. This section is respo
nsible for the supply of dishes to the Indian specialty restaurant, which has an
important place in the hotel. South Indian:- This is usually an extension to ma
in kitchen where all south Indian specialization are prepared. 59
Continental:- Continental cuisine is important keeping in view demands of foreig
n well as owing to its increasing population to prepare continental dishes like
French trees fried fish etc. Chinese:- Kitchen where dishes are prepared in sche
zwan, shunting style for e.g. Waiter soup, lung fang soup. Suimai etc. cold sala
d dressing Soya sauce vinegar seasome seed oil. KITCHEN LAYOUT OF BRISTOL HOTEL
GURGAON:- The layout of commercial kitchen must be planned around and efficient
and systematic flow of goods from receipt of goods where a kitchen is built it i
s designed to achieve a maximum efficiency of time, labour.
The Various factors are:- 1) The type of menu
2) The type of establishment
3) The type and method of service
4) The size, shape and location of food service and position of kitchen.
60
Project Report on The Bristol Hotel (India, Hariyana)
Download this Document for FreePrintMobileCollectionsReport DocumentReport this
document?Please tell us reason(s) for reporting this document
Spam or junk
Porn adult content
Hateful or offensive
If you are the copyright owner of this document and want to report it, please fo
llow these directions to submit a copyright infringement notice.
Report Cancel
.
.This is a private document.
Info and Rating
Reads:48,746Uploaded:10/05/2008Category:Uncategorized.Rated:102 Ratings()Copyrig
ht:Attribution Non-commercialA small project report on the" The Bristol Hotel "
located in india, Hariyana was prepared in the year 2004.
.
hotel projectbristol hotel indiabristol hoteleducationcurriculumfloor masterproj
ect reprts(more tags)hotel projectbristol hotel indiabristol hoteleducationcurri
culumfloor masterproject reprtsstoreformsrequisitiondelux hotelfundingfunctions
reportoffice personnelbeach villas(fewer)
.FollowJayesh..Share & Embed
Related Documents
PreviousNext
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
 p.
p.
p.
p.
p.
p.
p.
p.
p.
p.
p..More from this user
PreviousNext
113 p.
42 p.
13 p.
187 p.
51 p.
11 p.
150 p.
154 p.
235 p.
95 p.
83 p.
10 p.
7 p.
179 p.
141 p.
2 p.
2 p..Recent Readcasters
.Add a Comment

SubmitCharacters: 400
casattyleft a comment
can anyone send me this report on casatty@windowslive.in. please guys i am in ur
gent need .
12 / 01 / 2010
Reply ..Satwant Yadavleft a comment
satwantyadav@ymail.com
08 / 31 / 2010
Reply ..Saket Modileft a comment
HOTEL PROJECT
07 / 25 / 2010
Reply ..nisheethmishleft a comment
nisheethm@yahoo.com
05 / 26 / 2010
Reply ..avantipratikshaleft a comment
please mini project of hotel management
11 / 10 / 2009
Reply ..Show More.Print this documentHigh QualityOpen the downloaded document, a
nd select print from the file menu (PDF reader required).
Download and Print
.You Must be Logged in to Download a DocumentUse your Facebook login and see wha
t your friends are reading and sharing.
Other login optionsLogin with FacebookSignupI don t have a Facebook account
.email address (required) create username (required) password (required) Se
nd me the Scribd Newsletter, and occasional account related communications.
Sign Up Privacy policy You will receive email notifications regarding your acco
unt activity. You can manage these notifications in your account settings. We pr
omise to respect your privacy. Why Sign up? Discover and connect with people of
similar interests.
Publish your documents quickly and easily.
Share your reading interests on Scribd and social sites.
..Already have a Scribd account?
email address or username password .Log In Trouble logging in? ..
Login SuccessfulNow bringing you back...

« Back to Login
Reset your password
Please enter your email address below to reset your password. We will send you a
n email with instructions on how to continue.
Email address:
You need to provide a login for this account as well.

Login:

Submit
.Upload a Document
Search Documents Follow Us!scribd.com/scribdtwitter.com/scribdfacebook.com/scri
bdAboutPressBlogPartnersScribd 101Web StuffScribd StoreSupportFAQDevelopers / AP
IJobsTermsCopyrightPrivacy.Copyright © 2011 Scribd Inc.Language:English.Choose the
language in which you want to experience Scribd:EnglishEspañolPortuguês (Brasil).