THE OBEROI GROUP

The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury Oberoi and five-star Trident brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts are synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally recognised for all-round excellence and unparalleled levels of service, Oberoi Hotels & Resorts have received innumerable awards and accolades. A distinctive feature of The Groups hotels is their highly motivated and well trained staff that provides the kind of attentive, personalised and warm service that is rare today. The Groups new luxury hotels have established a reputation for redefining the paradigm of luxury and excellence in service amongst leisure hotels around the world. Trident hotels are five-star hotels that have established a reputation for excellence and are acknowledged for offering quality and value. These hotels combine state of the art facilities with dependable service in a caring environment, making them the ideal choice for business and leisure travellers. Presently there are nine Trident hotels in India located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah.

The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi Vanyavilas, Ranthambhore; The Oberoi Cecil, Shimla and The Oberoi Udaivilas, Udaipur. Overseas, the new hotels include The Oberoi, Lombok in Indonesia, The Oberoi, Mauritius and The Oberoi, Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser, Egypt was launched in 2007. The Groups commitment to excellence, attention to detail and personalised service has ensured a loyal list of guests and accolades in the worldwide hospitality industry. Recognising the importance of quality training in hospitality management, The Oberoi Group established The Oberoi Centre of Learning and Development in New Delhi in 1966. Today, this institution is considered amongst the best in Asia with approximately 100 students graduating each year. The Group is committed to employing the best environmental and ecological practices in technology, equipment and operational processes. The Oberoi Group also supports philanthropic activities that range from education to assistance for the mentally and physically challenged. The Group is also a keen contributor to the conservation of nature and of cultural heritage

HOUSEKEEPING

PROCEDURE FOR ROOM VERIFICATION

1. The respective section holder or the respective floor in charge will do a physical check of all rooms at 1400 hours and at 1900 hours and write his/her observations on the Room Verification Report. 2. The person, who is checking, will start from one end of the section/floor, entering each room and checking the status. The guestroom will be entered as per the standard policy of entering a guestroom. 3. If the guest is there and gets disturbed, apologies would be given and it will be politely explained to the guest that a physical check of all rooms is on, to ensure a safe and secure environment. 4. If the guest is not there a) Check the room for its current status Clean/Vacant Dirty/Vacant Occupied Scanty Baggage Sleep out No Baggage not intimated as a departure till now by Front desk OO/OS

b) Check for pax, if occupied. The pax can be found out by the type of shoes in the room, number of toothbrushes and the type of clothes in the wardrobe. c) Check for any extra item in the room. Extra item in terms of iron and board, chair, extra bed etc., pertaining to Housekeeping or any other department, must be recorded as well. 2. The corresponding entries would be made against the room number in the Room Status Check Sheet. 3. The section holder must complete the Room Check by 1130 hours in the Morning Shift and by 1930 hours in the Evening Shift and handover the sheets to the Executive for compilation. 4. The Executive will compile the section/floor reports into one and make a compiled Room Status Report. The compiled Room Status Report will be made in triplicate and sent to respective areas by 1500 hours and 2000 hours a) Original to Front desk, for tallying status and pax of each room. b) Second copy to Credits, for matching charges against the pax in the room number, during Night Audit. Third copy remains in the book, for records.

DEPARTMENTAL STANDARDS OF PERFORMANCE

All Occupied Rooms to be serviced by 1430 hrs. All guest requests to be responded to within 5 minutes of guest request. Shoeshine request to be completed within 15 minutes. Requests like dental kit/Shaving kit to be delivered in 10 minutes Turndown 5.00 pm to 10.00 pm Priority to be given to guests who put a Clean My Room Sign. Vacant rooms to be serviced by 9.00 am. No door bells to be rung before 10.00 am Guest Corridors not to be vacuumed before 10.00 am. Never park trolleys in front of guest elevators or fire exits.

 Trolleys to be well stocked.

Task Breakdown
Task: How to report a guest who is sick Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) What should you speak to the guest? STANDARDS (Measurable/observable) Greet the guest. Make him feel comfortable. Ask him how is feeling. Ask him if he requires any medical attention or any other kind of assistance. Inform the guest of the kind of assistance you can offer him. a. If he requires any fruits to be sent to his room. b. Any special diet plan to be taken care of.

1. Speak to the guest.

2. Inform the guest.

What do you inform the guest?

What must you do in case you are unable to communicate with the guest? What must you bear in mind while speaking to the guest?

c. Any particular doctor to be arranged for. Request your Supervisor or Executive immediately to come and handle the situation. Do not stay for too long, if he is getting disturbed; please do not commit the hotel doctors charges or any other external assistance.

3. Act accordingly.

To whom do you report this incidence of sickness of the guest? From where must you get medicines for the guest, if required?

Youre Executive, immediately. The bell desk to be informed of any medicines required by the guest.

4. Make a note of it.

Where must you make a note of it?

In your HK Attendant report.

Task Breakdown
Task: How to report fire, smoke, unexplained smells Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) Why should you activate the fire alarm? What information do you give the communication center? STANDARDS (Measurable/observable) To intimate the fire team. Your name Location Describe the condition. Stay in contact with the team Direct the guests to the nearest fire exit. Do not create panic

1. Activate the fire alarm. 2. Inform the communication center and your Supervisor/ Executive. 3. Act. I

How should you react?

4. Act II - when

What should you ensure during Do not permit elevator use or removal of

evacuation is Ordered by the fire team.

the process of evacuation?

luggage or property that would delay the evacuation process. Assist any disabled persons in using a designated stairwell that will not impede the general evacuation. Prevent the re-entry to affected floors. Close the doors to prevent the spread of smoke and fire.

Task Breakdown
Task: How to handle lost and found Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) When must you check for lost &found? Where must you check for lost &found? STANDARDS (Measurable/observable) Special care should be taken to check for lost & found in all the departure rooms as soon as the guest checks out. Search for a lost item opening all drawers and looking on top of, under, behind and on the sides of all furniture and fixtures. Start from the entrance and move in a clockwise or anticlockwise direction, checking all areas in a systematic manner, so that no area is left out.

1. Check for lost & found.

How must you go about checking for the same?

2. Check the item found. 3. Report to your Team Leader and at the Communications Centre. 5. Handover the item.

What do you check for? How do you report to your Executive? When must you inform? Why must the item be handed over? To whom must the item be handed over? What must be done incase the Executive cannot collect it then?

Whether the item is a lost and found or a hotel property. Page and inform the Executive. Immediately. There are chances for the item to go missing from the room if left in the room. To the Executive, along with the slip. Keep the item and the slip safely and page for the Executive or Shift Incharge again later.

6. Collect the respective Lost and Found receipt.

From where must you collect it? Why must you collect it?

From Executive, by the end of shift. That is a proof that you had found and deposited the item and that it has been safely stored.

Why must you keep this receipt safely?

If at all the guest did not collect this item and it has to be given away to the finder, it will be given only on produce of this receipt.

PROCEDURE FOR LOST AND FOUND

1. As soon as the item is found, a call must be made immediately to the Housekeeping department or to the Communications Centre for paging the respective Executive and the following details must be given - Name of finder - Department of finder - Description of item found - Area found The item must be sent across to the Housekeeping department as soon as possible For proper storage. In case an item is found by any Housekeeping staff, he/she, along with the regular Procedure, also fills in a Item found slip, in which he notes down - Description of item found - Area found - Time found - Name of finder - Handed over to This slip the attendant keeps with him as a reminder.
2.

As soon as the information is received, the respective Executive is intimated. She, then calls up the Front Desk to make

them aware of the same, especially in case of valuables and if things like airline tickets, credit cards, keys and spectacles are found. In case the guest has not yet left the hotel premises, or is traceable at the airport etc., an immediate entry is made of the item in the records, and it is sent to the guest immediately by Concierge.
3.

Entering of items for record purposes in the Housekeeping department is a very significant procedure and must be done meticulously and with correct terminology and description, in terms of color and material. Care must be taken to ensure that any item found must be entered within an hour of its finding by the concerned Executive. It is essential that all entries be made in Capital letters, to avoid confusion.

Lost and Found Receipt This is a record that is made in triplicate and contains - Serial number - Description of item found - Area found - Room number - Date found - Time found - Name of guest (if identity is known) - Address or folio number of guest

- Name of finder with department - Name of person entering - Date of claiming - Claimed by - Signature of claimant (these are filled up when the guest claims the item) - Disposition of the item. One copy is attached securely inside the item packet so that it can be clearly viewed, Second copy is left in the book for records, Third copy is given to the finder; this is the receipt he needs to produce when the item will be disposed to the finder. 4. Lost and Found Register After entering in the Lost and found receipt, the Lost and found register must be updated. Information must be fed carefully, in capital letters and in order of the serial numbers of the receipts. - Date - Receipt number - Description of items found - Area found - Room number found - Name and department of finder - Name, folio number and address of guest (if identity is known) - Where stored (office/L&F store/safe/On hold) - Ultimate disposal (handed over to claimant/finder, spoilage, letter sent)- will be updated by the Executive later on.

- Name of claimant along with details (corresponding documentation like fax from guest or letter must be attached here). 5. Property Management System After entering in the Lost and found register, the Lost and found record in the PMS needs to be updated. This updation must also be made as soon as the register is entered. This is the field that is accessible to all departments with PMS and this is from where the data is searched, to handle a query. Information fed into the system must be precise and must match the corresponding Lost and found slip and register. This contains the same information as the Lost and found register and can be viewed by all departments with the LAN. Care must be taken to ensure that entries in the PMS are made in the same order as of the serial number of receipts, to facilitate searching for a specific item on a specific date. In case a slip has been voided; it must be mentioned alongside the slip number. 6. All Lost and Found items are divided into the following categories a) Perishables Perishables are all those items, which have a short shelf life, like eatables. Storage of these items must be done up to 24 hours, after which the same must be disposed off to the finder. b) Non valuables / Common Items

These comprise of items that are not very expensive, for example clothes, shoes, books. These are to be stored for a period of 6 months, after which they must be disposed off to the finder. c) Valuables Comprise of items like jewellery, camera, money or any other expensive item. If any such valuable item is found, the finder must page and call the Assistant Manager Housekeeping immediately, to the location. An inventory of the found items must be taken in her presence in the Housekeeping department. Then the item must be immediately entered, updated on the PMS and stored as a valuable by the Assistant Manager-Housekeeping . The respective Executive or Assistant Manager Front office must be kept informed, to handle immediate queries, if any. d) Alcoholic Beverages All liquor in found in rooms or in public areas, must be checked for the Hotel stamp. - If the bottle belongs to the hotel, whether opened or not, will be handed over to Room Service.
-

If the bottle does not belong to the hotel, it would be handed over to the Housekeeping as per the regular procedure, stored in a separate Liquor storage area, but disposed off after 90 days to the F&B Controls, in case of no claim. The Executive must mark the beverage level in the opened bottles with a marker.

6. The items found are packed in especially designed Lost and Found bags that are made of transparent white plastic and have holes for air to pass through while storage. Care must be taken to tidily pack the items according to the room/area found. If wet or dirty clothes are found, the same must be laundered and then packed. If a mix of Perishables and Non valuables are found from one room/area, they must be packed separately as they have different storage locations and durations; they must be entered also in different slips, but the serial numbers must be one after the other, so that both the items can be located at once, in case of a query.
7.

Respective Executive will store the item found, entered, updated and packed, in the cupboard in the Housekeeping office segregating perishables, liquor and non-valuables and storing separately. It is the responsibility of the Executive to store the non-valuables in the L&F store and liquor in the Liquor Store after every 2 days. All non-valuable Lost and found items will be stored in a designated Lost and Found store, which is lockable, and is located within the Housekeeping department. Keys to this area are strictly monitored and handled only by the Housekeeping Manager, Executive & in event of absence of both, the Shift in charge. Whenever this room is opened for any purpose, a log message has to be left for all to note. A relevant message in the PMS and the register also needs to be left after shifting the items to this store.

Storage of valuables Valuables are stored in the Safe Deposit with the Housekeeping Manager. In Event of a guest query during the time when the Housekeeping Managers office is closed, the Executive or the Shift in charge can be contacted for retrieval, if required.
8.

All inquiries on Lost and Found items should be channeled to the Housekeeping Department, where the Executive or Shift in charge will handle them through the PMS and the L&F register. A record of inquiry should be kept, which avoids confusion when there are claims that inquiries were placed earlier and not followed up or items found after the inquiry. All inquiries should be investigated by checking the PMS for the dates in question and item described. Further confirmation is referenced by the location of found item. If it is believed that the property has been located, the guest should provide a detailed description of the property.

In event of a situation wherein the item cannot be found entered in the PMS, the guest must be told that he would be got back to within 24 hours. A detailed check must be made of the register, the receipt book and the store to check if the item has been missed. Incase the query is regarding a recent check out, a thorough check of the room (if not occupied), trolley, pantry and office must be made before confirming to the guest that the item has not been found. The guest must be told that, the hotel would get back to the guest incase it is found in the near future. Such an inquiry must be kept on file.

9.

The Executive should arrange the return of property in the manner requested by the guest. A correct address as well as credit card information (if applicable) must be taken in order to return the item by courier. The guest must be explained that he would have to bear the charges regarding the same. Appropriate written authorizations should be obtained if the item has to be collected by a third party, on behalf of the guest. For example, a fax, stating the identity of the person to whom the item will be handed over, must be requested from the guest, for security reasons. Such documentation must be attached to the corresponding entry in the register and a message must be left in the logbook for the Assistant Manager Housekeeping to keep the same on hold. On Hold is the rack that contains all those items for which the guest has responded and details have been sent to have it sent or will be collected. The Assistant Manager or Shift in charge handles. Whenever an item is shifted from the Lost and found store to the On hold rack, the PMS and the register is updated with an On Hold mark.

10.

11.

Letters/emails need to be sent to the guests who have lost their property (valuables, liquor and non valuables) in the hotel and has been found by the hotel staff. The Executive needs to prepare these letters, get them signed by the Housekeeping Manager and send them on a weekly basis. Accordingly, she would need to update the Lost and Found Register and the PMS as well, and mark as letter/mail sent against the specific entries. If there is no reply from the guest, the item would be handed over to the finder, after 6 months.

12. When the item is handed over to the claimant, the Lost and found register must be presented along with the item and the receipt. On receiving the item, the guest or the third party needs to sign for the same in the Claimant column in the register and also on the receipt. It must then be cross signed at both places, by the sender, who had retrieved the item from the L&F store and handed it over to the owner . Updation of PMS must also be made stating the disposition of the item. 13. Lost and found items are handed over to the finder, after storing them as per their category - Perishables for 24 hours - Non valuables for 6 months - Valuables for 6 months. For handing over non valuables and valuables to respective finders, the Executive needs to give away the items at the beginning of each month. Items found in the month of January will

be given away, if not claimed, in the first week of August. Perishables will need to be disposed off every day. For this, she needs to make non-returnable gate passes for each item packet to be given away to staff. The same needs to be signed by the Housekeeping Manager and attached to the item packet, along with the original receipt. The PMS and the Lost and Found register also needs to be updated accordingly. The finder must produce his copy of the Lost and Found receipt on demand when taking the L&F item.

Task Breakdown
Task: How to report SO, SB, NB Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) STANDARDS (Measurable/observable)

1. Understand the definitions.

What do you mean by Sleep An Occupied room, where the bed is not Out? used. It is noticed during Morning Service and must be informed as a precautionary measure. What do you mean by An occupied room status, wherein the guest

Scanty Baggage?

has very less baggage in terms of small size or number. Must be informed as a precautionary measure. An occupied room status, wherein the guest has no baggage but the room is used. Must be informed as a precautionary measure. Your Executive. If a delay happens in answering the page, directly inform the Front Desk and keep your Executive posted accordingly. As soon as you notice.

What do you mean by No Baggage? 2. Inform Whom to inform?

When must you inform? 3. Make a note in your Attendant Report. 4. Understand the Implications, What must you note down? The name and time of the person informed, the status and time noticed against the room number. This means that the guest has stayed somewhere else in the night, and there could be a possibility that the guest has left the hotel without settling his bills. Thus, these rooms need to be monitored, and

What can happen if the guest is a Sleep Out?

What can happen if the guest is a Scanty Baggage?

kept track of, by Front Desk, which needs to be kept informed by us. This means that the guest might leave the hotel without settling his bills, as he might not get noticed while carrying his small bag out of the lobby. Bell Desk monitors these rooms usually from the time of check in, and usually a higher deposit is taken from the guest. Still, Housekeeping needs to keep the Front Desk updated of the status, on a shift-to-shift basis. The guest might leave the hotel casually, and go unnoticed without settling his bills. A situation like this, wherein the occupied room is used but does not have baggage, might also arise incase the guests baggage has been misplaced in transit or if the guest has checked out but not yet updated on the system by the cashier. Nonetheless, any such discrepancy must be intimated immediately.

What can happen if the guest is a No Baggage?

Task Breakdown
Materials: Multipurpose cleaner, Scrubbing pad, Cleaning brush and Dusters. Task: How to clean a bathtub Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) Why? Job Title: STANDARDS (Measurable/observable) The garbage will hamper the cleaning process. Removal of linen will ease the cleaning process without spoiling the linen.

1. Remove all garbage from the bathtub. 2. Remove all soiled or fresh

Why?

linen from the bathtub. 3. Wet the bathtub. Why must you wet the bathtub? How much of cleaner must you spray? Where must you spray the cleaner? 5. Wet the scrubbing Why must you wet the pad. scrubbing pad? 6. Scrub the tub and fixtures. 7. Clean the bathtub stopper. The deposited dirt and scum would be easier to remove, as water along with cleaning agent will loosen it up. Enough to cover the entire bathtub and its fixtures also. Concentrate on the base of the bathtub but include the sidewalls and the grouting as well. A wet scrubbing pad will not scratch the enamel of the tub or the plating of the fixtures.

4. Spray the multi purpose cleaner.

What should you scrub first? Starting from the base of the tub, scrub first the base, then the sides and then the fixtures. How must you clean it? With a cleaning brush.

What must you ensure while Should be free from hair and scum. cleaning the stopper? 8. Rinse the entire area. What must you ensure while Minimum spillage and wastage of water rinsing? should happen and the entire area should be clean and free of any cleaning agent or grease. How? What must you ensure? The area should be free from any hair, dirt, soap deposit, grease or lint and should sparkle after completion of task. Use a duster to start wiping first the tub and then the fixtures.

9. Wipe dry the bathtub and fixtures.

Task Breakdown Material: Glass cleaner (R3), 2 Clean Dusters Task: How to clean a glass or mirror surface Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) Why must you dust the mirror with dry duster? How must you fold the duster? STANDARDS (Measurable/observable) To remove the loose dust particles from the mirror surface. Fold the duster in such way so that it fits in your palm.

1. First dust the mirror with dry duster 2. Take the other duster. Fold it properly.

Spray R3 on duster. 3. Wipe the mirror surface with the damp duster. Check the mirror surface?

How much R3 must you spray on duster? How must you wipe the mirror? What must you check for?

Spray enough R3 to dampen the duster. Do not wet the duster. Wipe the mirror from top to the bottom in one direction. The mirror must be completely dry with no stains, marks, hair or lint. Use the glass cloth to remove marks, if any.

Task Breakdown
Task: How to handle complaints Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) What should you say when you are greeting the guest? STANDARDS (Measurable/observable) Start off by saying Good Morning, Good afternoon My name is. My designation Ask for assistance by saying May I help you

1. Greet the guest.

2. Listen and show interest.

What must you ensure when Do not interrupt the guest when he is the guest is talking? talking.

Listen to what the guest has to say before you add on any thing. Acknowledge what the guest has to say to you. 3. Show concern What must you say to the guest? Repeat the key points. Take responsibility for what has happened. Do not accept the blame. Emphasize by saying I deeply regret that this has happened to you. Apologize.. At times, we tend to give very wrong signals to the guest, which only might aggravate the situation. It is not professional to condemn any other department or person and holding him responsible for the glitch, without knowing the entire story. Inform the guest of the course of action that you will take to ensure that the same is not repeated at any point in the future. Thank You for bringing it to our attention

4. Check your body language. 5 .Do not condemn any other Department. 6. Inform the guest.

Why is body language important? Why?

What do you tell the guest?

7. Thank the guest.

What must you tell the

guest? 8. Follow up. What must you do after you have spoken to the guest?

We are extremely sorry for the inconvenience caused to you. Take the necessary action. Refer to your superior immediately. Get back to the guest on the outcome. Keep to commitments.

Task Breakdown
Task How to do the vacuum cleaning STEP Job All Housekeeping Title: Employees

INVOLVEMENT (Questions relating to the standards - begin with who, what, where and how) 1. Preparation. What do you need to prepare?
2. Pick up large garbage on the floor.

STANDARD (Measurable / observable) Vacuum cleaner & which is functioning. To avoid the vacuum cleaner get choked.

Why do you need to do it?

3. Vacuuming the carpet.

How do you vacuum the carpet? What do you have to check?

Stand straight & push the handle to the front.

4. Check the carpet.

5. Reason for checking.

Ensure no dangerous items, such as broken glasses & pins, on the floor. Why do you need to check For safety reason. the carpet? Avoid people get injured by broken glasses or pins. Make sure the carpet looks nice.

SERVICE SEQUENCE FOR ROLL AWAY BED

Guest calls up Housekeeping Desk.

Shift in charge pick up the roll away bed from pantry Check the room number for confirmation Gently press the door bell
Housekeeping, May I Come In?

Announce the department Wait for 10 seconds

If no response from the room Ring the bell twice with gap of 10 Seconds Ring the bell third time, announce the department & enter the room

If guest opens the room Greet the guest good morning /good afternoon/good evening,I am Smita from housekeeping Mr.xyz I am here to place Roll away bed

Make space to place rollaway away bed near bedside facing window

Shift the furniture (ottoman/lounge chair) keep it in the corner

Place the roll away bed, bed side facing window

Ask the guest for further assistance

If no

If any requests like Extra pillows, blankets, Duvets & bed sheets

Provide requested items with in the given time

Greet the guest Mr Xyz have a good day (or) Have a good night sleep

Inform Supervisor/ Executive

Record it in your section list

Get back to the Housekeeping Desk.

SERVICE SEQUENCE FOR DEPARTURE ROOM

Check Room Verification Report for status of the room.

Give priority to the Departures which are urgently required by Front desk

Enter the room by ringing the bell twice with a gap of 10 seconds

Ring the bell, the third time announce and enter the room

Check the room

If you find any hotel property missing

If you find any hotel property broken

If you find a guest lost & found property

If you find mini bar consumption

Inform the Team Leader/Shift in charge

Inform the Executive Or Shift in charge

Non Valuable

Valuable

Perishable

Enter consumption through Telephone

Ensure that the article is replaced

Clear up the area where the article was broken

Fill in an item found slip

Inform the respective Executive /shift in charge

If the guest has not left the hotel premises or is traceable at the Airport

Inform Executive

Immediately entry is made of the item in the records

Sent to concierge to be given to the guest

Check for room service trolleys or Trays

Call for room service to clear trays

Clear the trash from the room

If you find the valuable in the Trash

Inform the Executive & Follow lost & found procedure

Strip the bed, put soiled linen in bag

If you find a guest valuable in the soiled linen

Inform the shift in charge & make a note in the RVR of the section

Take the count of fresh linen required for the room

Take soiled linen in bag / trolley

Pick up fresh linen from trolley as per Requirement

Walk up to the room

Place the linen on the lounge seat

Dust the room

Take the used Ceramic& room glass to the bathroom Check guest amenities replace anything that is used

Make the bed

Go to the bath room scrub the bath room

Put the folded linen in the bath room

Go to the trolley & pick up the required amenities for the room & bath room

Put the folded linen in the bath room

Go to the trolley & pick up the required amenities for the room & bath room

Place the amenities in the bath room Vacuum clean/ Buff & mop the entire room Check back the room for perfection

Fill in the Housekeeping RVR for timing

Task Breakdown
Material: Fresh pillow covers and pillows Task: To change a pillow cover Job Title: Housekeeping Attendant STEP INVOLVEMENT (Questions relating to the standards) How must you strip the pillows? STANDARDS (Measurable/observable) Refer to session plan To strip a bed. Refer to session plan To strip a bed. Where must the soiled pillow covers go? On the ottoman/lounge chair (whichever is applicable) never on the floor/carpet, for Where must you place the hygienic reasons. stripped pillows?

1. Strip the pillows.

2. Bring the required number of pillow covers from the service kit (along with the other linen, as a part of the bed making process).

How will you determine the number? How must you bring it?

The number of used pillow covers indicates the number of fresh covers required. The linen must be a part of the service kit. It must never be carried in bare hands and must not touch the body for hygienic reasons. On the second chair of the writing desk. Stand on the side of the bed and place the pillow in front of you on the bed.

Where must you place it in the room? 3. Position yourself correctly and place the pillows. 4. Jerk the pillow cover. How must you do so?

How must you do so? Why must you do so?

Take one pillow cover at a time. Hold it from the open ends and give it a slight jerk and place on the side of the pillow. Jerking it will facilitate putting the pillow inside, as it allows the air to go between the two cloth surfaces, which otherwise stick to each other due to starch.

5. Flatten the pillow.

How must you do so? Why must you do so?

With the side edge of your palm, press the pillow in the centre of the width and fold it into half, widthwise. This will enable the pillow to go inside the cover easily.

6. Put the folded pillow inside the cover.

How must you do so?

Hold the folded end of the pillow in your right hand and tuck the other end under your arm. Holding the edge of the cover with your left hand, put the pillow inside the cover, with your right hand reaching the far end to settle the pillow. Insert your right hand till the far end to even out the filling there and fit the ears properly in the corners. Place the covered pillow on the bed in front of you with the open edge towards you. Fold the extra portion of the cover from the bottom to the top. Insert the lower edge between the upper edge and the pillow

7. Settle the pillow inside the pillow cover. 8. Fold the edges of the pillow cover.

How must you do so?

How must you do so?

surface. Fold the upper edge properly and settle the corners to form a neat fold. 9. Keep the covered pillows aside. Where must you keep them? The readied pillows must be kept on the ottoman/lounge chair(whichever is applicable) for arranging them later on, on the bed.

Task Breakdown
Task : How to check the bed sheets Job All Housekeeping Title: Employees

INVOLVEMENT (Questions relating to the standards - begin with who, what, where and how) 1. Collect the What is the appearance of clean bed bed sheet? sheets. 2. Check the bed sheets. 3. Check the condition. What is the way for checking?

STEP

STANDARD (Measurable / observable) Pressed and folded. Check the surface. Open and check folding way. Re-fold bed sheet. To see any stains and torn.

What should be checked?

4. After checking. 5. Place on the shelf.

How to deal with the clean bed sheet? Which shelf should we put the bed sheets?

To tie up in a bundle of 10 pcs. Clean and safety.

6. Bed How to deal with those sheets pieces? with stains or torn.

Stains to be sent back to Laundry. Torn to be sent to seamstress.

Task Breakdown
Task : How to check the bathrobe Job All Housekeeping Title: Employees

STEP

1. Personal hygiene. 2. Collect bathrobe. 3. Hand up the bathrobe. 4. Check the bathrobe.

INVOLVEMENT (Questions relating to the standards - begin with who, what, where and how) What should be checked about our-selves before handling bathrobe? Where is the clean bathrobe returned? What item should be used? What should be checked? What the way is for checked?

STANDARD (Measurable / observable) Hands clean and dry. Laundry workshop. On hanger and with belt. To see any damage or stains. Front part > Sleeves > Inside >

Back part > Belt.

5. Delivery bathrobe. 6. Torn and damaged bathrobe.

Where will the bathrobe be Be Put in pantry. put? How to deal with those bathrobes? Stains - sent back to laundry workshop for cleaning. Damaged-sent to seamstress for alteration or mending

Task Breakdown
Task : How to check the duvet after cleaning Job All Housekeeping Title: Employees

INVOLVEMENT (Questions relating to the standards - begin with who, what, where and how) 1. Collect the Where are the clean clean duvets collected? duvet. 2. Mark in record. 3. Check the duvet. How to do that?

STEP

STANDARD (Measurable / observable) Laundry workshop. To mark down correct and clear quantity. To see any stains. Front part > back part > fold the duvet.

What should be checked? What is the way for checking?

4. Duvet with What should you do/ stains.

Sent back to laundry workshop for re-cleaning.

Room Linen Specifications

S.N o 1 Particulars Sizes Remarks Duvets: King 94 X 102" Queen 92 X 94" Twin 76 X 98" Duvet Cover: King 106 X 108" Queen 100 X 106" Twin 80 X 102" Bedsheets: King 113.5 X 121.5" Queen 103.5 X 121.5" Twin 97 X 103" Pillow: Large 25 X 39"

Small

23 X 31"

MINIBAR PROCEDURE
1. The Housekeeping attendant will check the minibar in guestrooms for consumption as and when he/she services the rooms in the morning shift. 2. Occupied rooms: The consumption is noted down in the Daily Consumption Sheet against the specific room number. For all rooms, a Minibar Consumption Voucher is made, which states the rooms consumption. This voucher is self-carboned and is made in triplicateb) Original copy to guest. It is kept on the shelf on top of the minibar to inform the guest that these charges have been posted in his bill today. c) Second and third copies are attached with the Daily Consumption Sheet for records. d) The consumption of a specific room voucher is posted in the system from the phone in that room only, and the replenishment is done from the trolley after the room is serviced. If the guest is in room and the attendant is unable to post the charges from the phone, the second copy of the voucher must be marked as Not posted. e) Therefore, all occupied rooms that have been serviced in Morning Shift will have their consumptions checked, posted and replenished by the end of the shift, except for the above-mentioned reason.

In case of occupied rooms not serviced in Morning Shifta) A handover is given in the log along with the reason of not giving service/ Serviced but not posted. The Evening Shift follows up on these handed over rooms and checks/posts/replenishes the minibar while giving evening service. b) Incase the said room is a Do not disturb or Double locked or Refused service in the evening shift, a DND card is slipped inside the room (room will be picked up as a DND, as per the DND policy) and a message is left for the taking over shift for follow up. 3. Vacant rooms: If there is any consumption in a vacant room, the same is notified to the Team Leader for investigations and a similar voucher is made, all the copies of which are attached to the Daily Consumption Sheet and marked as vacant room, do not post. The same is informed to the Executive of Housekeeping and logged down by the Executive after investigations are made. Before the end of the shift, the said room is replenished and made ready for sale, unless instructed otherwise. 4. Departure rooms: a. As soon as the Front desk gets information from a room that the guest is going to depart (call for luggage pick-up or wakeup call etc.), the respective Executive is intimated to be on alert, who in turn informs the respective Housekeeping attendant.

b. As soon as the Housekeeping attendant sees the guest move out of the room for checkout, he/she goes inside, checks and posts the minibar from the phone, as in the procedure for occupied rooms. c. Consumption is noted down in the Daily Consumption Sheet and a similar voucher is prepared. d. If the HK attendant is unable to post the charges directly from the phone due to some reason (bill already settled etc), the same must be communicated to the Front desk immediately to post the late charges and settle the bill again. The voucher must be marked as checked out, posted by Front desk with name of person, or not posted in case the Front desk also is unable to post. All the copies must be attached to the Daily Consumption Sheet. e. The replenishment must be done immediately. f. Even if the room is not being made in the present shift, every departure room must be checked/posted/replenished as soon as the checkout intimation is received. 5. Each Housekeeping attendant will get a standard par of minibar contents for the day to keep in his/her trolley for replenishment in guestrooms. For easy recording, all issues is considered to be a part of the existing pantry stock. For more stock, he/she will need to show the previous consumption in the Daily Consumption Sheet and submit the 2 copies of the vouchers made till now to the respective Executive. Hence, at any given point, a trolley will either have a standard par, or if less, the consumption would show in the Daily Consumption Sheet.

6. While placing minibar in rooms, the contents need to be checked for their validity, clean and sealed containers. The contents must have their labels intact and facing the guest and arranged as per the standard set-up.
7.

The Executive or a specific section holder handles the Minibar pantry for limited access. It is to be kept under lock and key at all times to avoid pilferage. A Minibar Stock Sheet is made and maintained for record purposes. a) At the beginning of the shift, the respective Executive will check the stock and write the Opening Balance. The same must match with the previous days Closing Balance; incase it does not; the same is intimated to the Executive Housekeeping for investigations. b) Entry is made in the Store received column, in case any store has been picked up during the day. c) All issues and returns are a part of the circulating pantry stock and are not accounted for, separately. The issues are standard and are against the supporting vouchers. d) Consumption is calculated by totaling up the Daily Consumption Sheet for all sections. e) Pantry Stock is written at the end of the day by physically counting the left stock. f) This Pantry Stock must be = Opening Balance + Store Consumption = Closing Balance. If not, the Shortage or Excess is written and intimated to the Executive Housekeeping.

At the end of each shift, the Daily Consumption Sheets of each floor along with the supporting vouchers are submitted to the Executive Housekeeper, who submits the same at the end of the day to the Credits department for sales and auditing.

Housekeeping Standards
Point of Contact Situation / Scenario Posture Smile, answer within 3 rings. Standard Phrase Good Morning / Afternoon / Evening, Mr./Mrs. [NAME], may I help you? Good Morning / Afternoon / Evening, Sir / Madam. Good Morning / Afternoon / Evening, Sir / Madam, may I help you? I am very sorry Sir / Madam. For security reasons only the Front Desk in the lobby can do this. Good Morning / Afternoon / Evening, Housekeeping. Mr. / Mrs. [NAME], may I service your room?

Telephone indicates Telephone Call an internal phone call

Meeting a guest in the Look up, eye hallway contact, smile A guest approaches you A guest asks to open his room Entering a room Knocking on a room Guest answers / opens the door Look at guest, eye contact, smile Look at guest, eye contact, smile Ring the Doorbell once, smile Look at guest, eye contact, smile

Guest Corridor

Point of Contact

Situation / Scenario

Posture

Standard Phrase Good Morning / Afternoon / Evening Mr./Mrs. [NAME], May I continue cleaning the room or would you like me to come back later? Good Morning / Afternoon / Evening, Laundry. Mr. / Mrs. [NAME], may I have your laundry please. Good Morning / Afternoon / Evening Mr. / Mrs. [NAME], here is your laundry.

Guest enters the room Look at guest, eye whilst you are contact, smile cleaning Knocking on a room Picking up guest laundry Returning guest laundry Ring the Doorbell once, smile Eye contact, smile Eye contact, smile

Laundry

VACUUM CLEANERS USED IN OBEROI HOTEL MUMBAI

1. TASKI Vento 8 Technical Data Dust bag capacity 8l Bag type (paper/vlies)both Nominal consumption 900 W Voltage 220/240 V Weight with cable 6 kg Sound level 59 dB(A) Vacuum 17 kPA Max air flow 55 l/sec Filtration (stages) 4 (5 inc exhaust filter) Cable length 10.5 m Hose length 2.2 m Suction tube Metal Floor tool width 270 mm Dimensions 420x390x340 mm Protection class II Exhaust filter option yes

2. TASKI vento 15 Technical Data Dust bag capacity Bag type (paper/vlies) Nominal consumption Voltage Weight with cable Sound level Vacuum Max air flow Filtration (stages) Cable length Hose length Suction tube Floor tool width Dimensions 15 l both 1000 W 220/240 V 8 kg 59 dB(A) 22 kPA 61 l/sec 4 (6 inc exhaust & HEPA) 10.5 m 2.2 m Metal 300 mm 420x390x480 mm

Protection class

II

3. TASKI smart Technical Data Working autonomy (w. 2 batteries) Battery type Total battery capacity Rated voltage Dust capacity Weight w/o batteries Weight ready to use (one / two batteries) Filtration Noise level 40 minutes Ni-MH (dry) 6000 mAh 28.8 V 3l 7.0 kg 8.5 / 10.0 kg Bag-less, 3 stage 49 dB(A)

Dimensions (L x W x H) Hose length

350x330x380 mm 2.2 m

4. TASKI dorsalino Technical Data Dust bag capacity Weight with cable Sound level Nominal consumption Vacuum Max air flow Dimensions (LxWxH) Cable length Suction hose length Protection class 4,7 l 5,4 kg 70 dB(A) 900 W 21,5 kPa 47 l/s 300x320x520 mm 15 m 2,2 m II CE/CB Test

5. TASKI jet 38 / 50 Technical Data Working width Dust bag capacity Weight with cable Sound level Nominal consumption Vacuum Max air flow Dimensions (LxWxH) Cable length Brush speed Brush adjustment 38 cm / 50 cm 4L 7,8 kg / 8.3 kg 69 dB(A) 900 W / 920 W 16 kPa 45 L/s 260x380x1200 mm / 260x450x1200 mm 10 m 5000 rpm / 4500 rpm variable 1-10 mm

Technical Data Working width 70 cm Dust bag capacity 35 l Weight with cable 43 kg Sound level 77 dB(A) Technical Data Nominal consumption 2000 W Vacuum 15,7 kPa Container 12 l / 22 l Max air flow 105 L/s capacity: wet 1500x790x46 Dimensions (LxWxH) l / 28 l Container 18 0 mm capacity: dry Cable length 23 m Container 35 l / 45 l Brush speed 1900 rpm volume 6 positions + Weight with 10 kg / 10,5 kg brush Brush adjustment cable suspension Sound level 64 dB(A) system Nominal 1000 W Filtration 5-stage consumption Protection class I Vacuum 22 kPa CE/CB Test Approvals cert

7.

TASKI tapiset 70 TASKIvacumat1 2 / 22

8.

Max air flow 60 L/s Dimensions 390x550x440 mm / (LxWxH) 390x630x440 mm Cable length 10 m Suction hose 2.2 m length Castors 5 Castor diameter 50 mm

KARCHER VACUUM CLEANERS USED IN ROOMS

1. T 7/1 Technical data Air flow rate (l/s ) Vacuum (mbar /kPa) Container capacity (l ) Max. intake performance (W ) Standard nominal width (mm) Length of cord access. (m) Sound pressure level (dB(A)) Weight (kg
54

24 24.5 / 5
7 max. 1200 32 7.5 65 5.2

) Dimensions (L x W x H) (mm)

35 31 340 x x 0 0

2. T 10/1 Technical data Air flow rate (l/s ) Vacuum (mbar /kPa) Container capacity (l ) Max. intake performance (W ) Standard nominal width (mm) Length of cord access. (m) Sound pressure level (dB(A)) Weight (kg ) Dimensions (L x W x H) (mm)
61

24 24.4 / 4
10 max. 1250 32 10 63 6

35 31 385 x x 5 0

3. T 12/1 Technical data Air flow rate (l/s ) Vacuum (mbar /kPa) Container capacity (l ) Max. intake performance (W ) Standard nominal width (mm) Length of cord access. (m) Sound pressure level (dB(A))
61

24 24.4 / 4
12 max. 1300 32 12 61

FOOD AND BEVERAGE

Avoid the following: (General)
Aluminum foil on any buffets or food presentations. Table tent cards. Room Service pricing structure that is higher than the Caf Restaurant.
n n n

n n n n n

Delivering hot food in Room Service without a heated hot box. Salad garnishes on hot food items in Room Service. Tables that are not reset before guests are seated. Checks presented without a folder and pen. Lined up chafing dishes in military fashion.

n Forgetting to check the room comfort for guests and set the appropriate sound and lighting levels for all service periods. n Having a childrens menu, but not offering it. n Letting soiled dishes stand on side trays or stations for long periods of time.
n n n

Clearing tables or side stations with the help of trolleys during operation hours. Using hand written buffet labels. Waiters / waitresses with their pockets bulging.

n Coffee breaks that enhance the china more than the food.
n

Offering menus / matches that bear advertising.

n Offering used matches.

n Dripping candles.
n n

Cardboard or hand written posters. Tall centerpieces distorting the view.

n Giving ripped, dirty or stained menus to guests. n Having service stations that look like garbage dumps. n Using draped banquet tables for buffets. n Creased table cloths and skirting. n Faded napkins. n Unkept uniforms. n Leaving tray stands in the restaurant. n Temporary decorations in Banquets and Restaurants fixed on walls and ceilings. n Placing coffee cups on banquet tables before meals. n Draped guerdons / carts in restaurants. n Scooping ice with hands.

n Cluttered table tops. n Food and Beverage Management that are not on the floor during peak service times.

Avoid the following: (Supplies)

n

Supreme dishes in Caf Restaurant.

n Plastic bowls for snacks in Lounges / Bars.

n

Paper napkins for drink service.

n Plastic wraps in Room Service. Should only be used en route to guest room and then discarded. n Stainless steel creamers / sugar bowls, etc. in any outlet. n Using breakable products around the pool area. Does not apply to outdoor Restaurants / Lounges. n Using scratched Formica cubes.

n Using scratched mirrors for banquet presentations. n Using Trident logo on china, glass or silver. Trident may be used on napkins, but not on tablecloths. n Using chinaware with colorful designed patterns. n Non-absorbent coasters. n Short straws. n Straws without individual paper wrapping. n Colored plastic swizzle sticks and picks. Swizzle sticks and picks should be clear plastic. n Styrofoam displays, carvings on buffets, etc. (Some banquet theme set ups may require the use of Styrofoam, but it should never be used in a restaurant. n Using wood or aluminum tongs on a salad buffet.

Avoid the following: (Food)

n n

Avoid using canned. Avoid using frozen products.

Using maraschino cherries in food and beverage presentations.

n Serving warm fruit garnishes.

n n n

Serving skimpy fruit garnishes or parsley on plates. Serving cold syrup with pancakes. Plating up fried eggs which are swimming in butter.

n Serving stale Danish pastries and croissants.

n n n n n n n n

Serving frozen butter to guests. Using dry sponge cake. Offering cakes that have been saturated with too much liquor. Allowing whipped cream to sit too long. Adding sugar syrup to fruit salads. Serving crystallized ice cream. Using bread warmers. Using soggy tartlets and bases in canaps.

Serving commercially packaged condiments to guests unless they have a premium name brand. Bastardizing local cuisine. Not providing warm or cold hand towels. Using butter sculptures to decorate buffets. Using Styrofoam displays. Using aluminum foil on any buffet and food displays. Using dented hollowware in buffet presentations. Having chafing dishes lined up in military fashion. Using cheap aluminum tongs. Forgetting to label dressings on a salad bar. Setting up coffee breaks that enhance the china more than the food. Using numbers in menu. Using cut vegetable carvings that will be used repeatedly in display carvings. Offering only one type of tea.

n n n n n n n n n n n n n

Avoid the following: (Beverage)

n

Instant tea/instant coffee except when guest asks specifically.

n Using small glasses for juice to control consumption.

n n

Using cheap brands as house brands. Serving tea without hot water. Using tea bags.

MEETINGS AND BANQUETING FACILITIES

Venue

Regal Gulmohar Jacaranda Lotus The The Sunset Sunset Room Roof Malabar Lounge Board

Top Area (sq ft) Theatre Class Room U-Shape Sit Down Board Room Cocktails Sound System AC 1 Phase Blackout Lighting Natural Dinner 8900 600 180 90 320 700 1750 90 55 45 80 125 1200 50 25 25 40 60 2425 3600 120 65 65 96 150 175 90 90 120 200 1250 45 30 30 40 50 2440 90 60 70

Room 540 16 -

Banquet Set-ups & Event Types

SET-UP TYPES

EVENT TYPES

1.U SHAPE

1.CONFERENCES

2.CLUSTERS

2.MEETINGS

3.CLASS ROOM

3.EXHIBITIONS

4.FISH-BONE

4.LAUNCH EVENTS

5.THEATRE

5.MEETING-DINNERS

6.PARTIAL SITDOWN

6.HI TEA

7.SITDOWN

7.DINNERS

8.CASUAL

8.SIT-DOWN DINNER

9.SOCIAL GATHERINGS

BANQUET SITUATIONS
1. What if the guest complaints about the noise inside the hall?

I am sorry for the inconvenience. Allow me to check and stop the source of noise Stop the source of noise as fast as possible. Inform to the assistant manager/ team leader, and they will apologize to the guest. Ensure that the same incident does not take place again. 2. What if during the event there is total power failure? Sorry about the inconvenience. It is a power failure but It will take only a few seconds more for the generators to start! Inform the Senior Captain. 3. What if during the event there is a leakage due to A.C duct sweating or any seepage? Apologize to the guest and inform the Senior Captain and Engineering immediately. 4. What if the guest says he has lost his belongings? I am sorry to hear that, I will just inform this to our manager If not found in next few minutes then immediately inform Captain/ Senior Captain. The Captain and Senior Captain will immediately update the security. The manager will assist the guest in locating it. 5. What if the audio visual equipment fails during the function? I am really sorry for the inconvenience. I will get our technician immediately! Call the audiovisual technician as fast as possible. Inform to the Captain/ Senior Captain, and they will apologize to the guest. Ensure that the same incident does not take place again. 6. What if the expected number of people rises suddenly by a large number? The Captain/ Senior Captain will speak to the chef for the availability of the food item. The manager then checks with the host for increasing the plate numbers. Do the concerned

changes in the seating arrangement as well as on the buffet counters. Keep the guest informed of the progress in the kitchen. 7. What if the guest notices a pest in the hall? I apologize; we will take corrective action immediately! Inform the Senior Captain. Senior Captain will look at the crowd and inform public area Housekeeping executive immediately. 8. What if the guest finds foreign particle in his food? I am terribly sorry Sir/ Maam. I will inform this to the manager and chef right away, May I offer you a fresh plate? Call the manager immediately. The manager will calm the guest, in an area away from crowd and call the chef if required to apologize immediately. The dish from the buffet will need to be replaced by the chef. Take care of this guest and ensure that the incident is not repeated. 9. What if the guest complains of the food not being hot? I am really sorry Sir/ Maam. We will take care of this right away, May I offer you a fresh plate? Offer fresh plate right away. place additional fuel under the chafing dish. Inform the chef to place a fresh portion of piping hot food on the buffet. Take care of this guest and ensure that the incident is not repeated. 10. What if the guest requires Jain food a la minute? Certainly Sir, allow me to check with the chef right away. Check with the chef and go back and inform the guest regarding the items available and approximate time span.

11. What if one of the staff drops a drink/ food on the guest? In case of just water spillage or a very small stain I am terribly sorry Sir/ Maam, May I offer you napkin/soda water. etc? In case of large spill , I am terribly sorry Sir/ Maam, May I escort you to the washroom? In both the cases, call the manager immediately. The manager will calm the guest, in an area away from crowd. In case the guest is really upset the manger will offer a him a room where he can change and do the express laundry of his cloths.

Common Banquet Phrases

At the Tea/Coffee Counter

Waiter says Good Afternoon, Sir! Waiter says May I offer you some tea or coffee? Guest says Tea! Waiter says Certainly, Sir Waiter says Would you like some milk in it? Guest says Yes! Waiter says Your tea, Sir! Waiter says Enjoy you tea! At the Bar Waiter says Good Evening, Sir! Waiter says May I take your order? Guest says Large peg of Whisky with some soda Waiter says Certainly, Sir! Waiter says Your Whisky soda Sir Waiter says Enjoy your Drink! Serving Welcome Drinks Waiter offers the drink on the beverage round and says Excuse me Sir, May I offer you a drink? Serving Cocktail snacks Waiter offers the snacks-platter and says Excuse me Sir, May I offer you some Chicken Tikka?

Clearing plates and glasses from guests Tea/Coffee Counter Waiter says Excuse me Sir, May I clear your glass? Waiter says Excuse me Sir, May I clear your plate?

BANQUETS AND CONFERENCES

1. REGAL ROOM The largest pillar free hall in south Mumbai. Situated at the lobby level of Trident Nariman Point, Mumbai. Brightly lit with 12 large chandeliers plus ceiling lights. Salient Features The large foyer area preferred for buffet and exhibition booths. Ideal for events ranging from wedding reception, conference, theme dinners, cars and other product launches to fashion shows. An exclusive entrance directly from the street and exclusive registration area. Ample natural light. High ceiling (20feet) extra advantage for large set ups. Loud music can go on late. Late night setups are not permitted.

2. ROOFTOP

The Rooftop is situated on the 35th floor of Trident Nariman Point, Mumbai offers the most spectacular view of the famous Queens Necklace. Salient features Spectacular view of the Queens Necklace and the Arabian Sea on one side and that of the city and the harbor from the other. Good ceiling height, which allows people to put big backdrop and setups. Well equipped pantry, which allows food to be served hot. In built stage. 3. GULMOHAR The Gulmohar is situated at the Lower Lobby of Trident Nariman Point, Mumbai. Salient Features Being pillar free rooms like most of the halls, this hall has an advantage on space and accommodation large number of people. The partition allows the staff to lay the buffet when a presentation is on without disturbing the guests. Huge flexibility in space due to removable partitions between this hall and the Jacaranda. 4. JACARANDA

Situated at the lower lobby of the Trident Nariman Point, Mumbai. Salient Features Brightly lit with large glass windows with plenty of natural light. Ideal for conference, small buffet dinner, cocktails evening. Can be used in conjunction with the Gulmohar either by removing partition or as separate venue for meals/breakaways. 5. LOTUS ROOM The Lotus Room is situated at the lower lobby level Trident Nariman Point, Mumbai. The dcor of the room is very light and is suited for various types of events. Salient Features Being pillars free room like most of our rooms, this room has an advantage on space and can accommodate large number of people. The partition allows the staff to lay the buffet when a presentation is on without disturbing the guests. Foyer area for tea-coffee counter and niche area for breakaways. Exclusive usage of the entire floor as no other banquet hall in that floor. 6. SUNSET LOUNGE

The Sunset Lounge is located at the pool level of Trident Nariman Point, Mumbai building adjoining the Sunset Board Room.

DINING

The dining experience at the hotel is truly unforgettable, with cuisines ranging from Continental to Far-Eastern and regional delicacies. During your stay, don't forget to dine at our restaurants Frangipani, that has an excellent Mediterranean spread and India Jones, where you can lose yourself to the mystic cuisine from the Far-East. Put your feet up at our bar, Opium Den or sip delicious coffee at Verandah. FRANGIPANI SPECIALS A fresh season at Frangipani It is time for a new season of flavors and style at Frangipani! This May, your fashionable gourmet destination will regale your palettes with a new menu with innovative delicacies from the land of the Mediterranean! Savor refreshing soups, salads and seafood grills from the Pacific with traditional home style Italian pastas and crisp wood fired pizzas! Sip on classic Sweet corn and sausage chowder with a warm salad of Atlantic salmon or a refreshing salad of chevre and rucola with citrus fruits and crisp almonds. Watch the pizzolio toss a Red prawn aglio olio and the creamy goat cheese with hash potato pizza, while you swirl a home made tagliatelle with scarmoza and mushroom sauce or Talleggio with young spinach. Pick from Lemon and paprika spiced prawn, tagine of young lamb with candied onion, lemon and cous cous and the simmering Frangipani seafood stew! Infused with earthy herbs and traditional flavours, Frangipanis new menu promises to tickle every tastebud, alongwith your eternal old favourites!

 Explore vivid flavours at this Mediterranean all-day dining restaurant located in the lower lobby of Trident, Nariman Point, Mumbai. The chic contemporary design of the restaurant revolves around the central theme of a theatre of food where the preparation and presentation of food play the leading role.

A refreshing time at Frangipani Indulge to your hearts delight at Frangipani as it treats you to light and refreshing soups, salads, grills, pastas and pizzas at Trident, Nariman Point, Mumbai. Begin light, with a Lemon flavored chicken broth with chicken tortellini or creamy Green asparagus soup and the Mezze platter with hummus, baba ghanoush, cucumber, labneh and fatoush salad. Enjoy the wonders of the Pacific with a warm salad of Atlantic salmon with aragula, crisp bacon and horseradish, a kingsize grilled red snapper with ragout of olive and artichoke, spiced Bengal fish curry or the fulfilling Frangipani seafood stew. Give in to all your temptations with a Pizza Napoletana with tomato, fillets of anchovy, oregano and garlic, the Six cereal whole wheat pizza with spiced tofu, mushrooms and asparagus and tuck into healthy whole wheat spaghetti with roast vegetables in pesto rosso with extra virgin olive or organic brown rice pasta with confit tomato, roast garlic and fresh basil. Keep fit with Frangipani, the Mediterranean all-day dining restaurant located in the lower lobby of Trident, Nariman Point, Mumbai. The chic contemporary design of the

restaurant revolves around the central theme of a theatre of food where the preparation and presentation of food play the leading role.

Chic Sundays at Frangipani Revel in a fashionable fiesta at Frangipani every Sunday! Treat yourself to global flavours and free flowing spirits in chic style, every Sunday, with Frangipani and its fashionable Sunday Brunch at Trident, Nariman Point, Mumbai. Globe trot across the Mediterranean, Italy and Asia with the Food Theatre as it showcases favourites from each region across the cold, hot and dessert stage. Make sure you stop by at each destination for specialties such as wood fired pizzas, sushi, rock oysters and more! Get started with breakfast pastries, pancakes, fruits and waffle else ask for your favorite egg preparations before you embark on the journey to be warmly greeted by Chef Ruben Santos, the sushi expert who crafts for you elegant sushi and sashimi at the resplendent live sushi bar and is brought into Frangipani exclusively for this Sunday fiesta.

On experiencing the art of Japan, step ahead to choose from healthy vegetarian and non-vegetarian salads, cold cuts, smoked salmon, olives, assorted cheeses, else

simply ask chef to toss greens with your favorite dressing at the rejuvenating cold stage. Awaiting you here are priceless deep blue wonders - gleaming rock oysters, home cured salmon and oyster shots!

Next, follow the trail of lingering aromas to arrive at the wood fired pizza oven, and watch the pizziolos toss and flavour your favourite pizzas, baking them crisp in the wood fired oven. Else just walk over to the inviting hot stage ahead, to pick from grills, stews, and simmering curries.

And on having reached the final destination, simply let go of all inhibitions and indulge in an irresistible array of sweet indulgences at the most popular dessert stage

Keep your spirits soaring though the afternoon with a free flow of sparkling wine, vodka, gin, rum, and beers.

The Sparkling Sunday Brunch is at Rs. 2100 for adults and Rs. 1050 for children, inclusive of all taxes.

Frangipani presents The Food Theatre Be it power lunches, chic afternoons or family dinners, Frangipanis Food Theatre plays a delectable entertainer for every occasion. This food theatre has a spectrum of Mediterranean dishes spread across the cold, hot, and desert stage. Each represents a course of the meal and with chefs personally elaborating on its dishes, it makes an interactive gourmet experience at Trident, Nariman Point, Mumbai. Begin with the cold stage, with a spread of healthy vegetarian and non-vegetarian salads, cold cuts, smoked salmon, olives, assorted cheeses else simply ask chef to toss greens with your favorite dressing. At the piping hot stage await main courses such as grills, stews, curries along with live station specials. At the last stop, pick any two desserts from a choice of pastries, chocolate, feuillant, Tiramisu, baked yoghurt and seasonal fruit specials. Experience them all at Rs. 1200 or pick the stage of your choice with the Cold stage at Rs. 850, Hot stage at Rs. 1020 and Dessert stage at Rs. 325, inclusive of all taxes

Go green with Frangipani

 Savour the exquisite flavours of a global fare with the team of chefs at Frangipani, as they delight your palate with traditional home style preparations of lesser known vegetarian delights from across the globe. Tuck into the Greek Spanakopita of young spinach and ricotta, the old favourite, Giant Pita pocket, the creamy French souffl of aged brie, the Austrian Morrel Flan, with black eyed peas and tarragon essence. Explore the Germany and Italy with classic Eggplant Parmigiano and Crisp potato roesti from Italy and the popular Kartoffelpuffer, griddled potato pancakes, piquant apple sauce and fennel salad from Germany.

INDIA JONES SPECIALS

Chef Ruben Santos comes to India Jones The team at India Jones welcomes Sushi Master Chef Ruben Santos into their home! Enjoy your favorite Sushi & Sashimi platters at India Jones, Trident, Nariman Point, Mumbai. Created with precision and meticulousness by Chef Ruben Santos. Meet the artist who creates innovative little exotic bundles of delight on his Sushi & Sashimi platters. Each roll is a new work of art for this talented creator. Sushi specialties on the menu include the Non-vegetarian Platter comprising of Sushi & Sashimi rolls and Californian Maki; and the Chefs Sashimi Platter, with six selections of Sashimi. The Samurai, jalapeo, tuna with togarashi sauce, Asparagus Cheese Maki, asparagus with Philadelphia Cream cheese and, Inari sushi, marinated tofu and cream cheese, are few other specialties. He also strongly recommends the individual rolls made from a choice of fish, like Hamachi, Tai and Unagi.

India Jones Bharrat (India) Joyent (Jones): born August 15th. Inveterate traveller. Unbeatable gambler. Passionate about food. Welcome to his private hideaway at Trident, Nariman Point, Mumbai. Where you can sample secret recipes won by him at gambling tables across the Orient. With one hundred and eighteen dishes on the menu and flavours from Burma, Vietnam, Japan, Singapore, Malaysia, Thailand, Indonesia, down to the Pacific Rim, the experience is truly unique. Visit his kitchen- the most important part of his home- where you can watch fresh seafood, succulent meats, crisp vegetables along with aromatic spices energetically transformed into exotic specialties. The menu allows you to stop off at any port of call, the main ingredients having arrived just a little before you! Be mesmerized by the wizardry of the Teppan Chef, Wikan Namvesis, who creates the Japanese Teppan experience, flamboyantly juggling ingredients, salt and pepper shakers, knives and your anticipatory taste-buds. And now also experience Sushi and Sashimi at India Jones prepared by your very own Chef Ruben Santos. India Jones loves to have his home in Mumbai full of friends and you are always welcome

Dim Sum a little basket of goodies at India Jones Dim Sum or Yum Cha has come a long way in Mumbai. Today they have become a part of the way we eat and socialize. The word Dim Sum charmingly translates into touches your heart. Dim Sums are a stylized and beautiful form of culinary art that first charm by their exquisite appearance, then tantalize with their delicious smell and finally match up with each bite lending vibrant flavours to the palette. Dim Sums are best eaten with tea where one can delight in the aromas, tastes and blended textures of steaming tea and dumpling. India Jones presents these small and delicious delights in every form: steamed dumplings, fried dumplings, steamed buns both savory and sweet. Take your pick from the Char su pao (steamed barbequed pork buns), Sui mai (open faced steamed chicken and shrimp dumplings), Zheng Ji Jiao (steamed chicken dumplings) and surely savour the scrumptious and surprisingly delicious Ler bo Gao (steamed turnip cake). India Jones presents an Unlimited Dim Sum set lunch for Rs. 1250 A.I per person offered through the Dim Sum Trolley, with a range of Dim Sums served to you hot, with a speed that will allow you to enjoy these culinary delicacies while you are on the go! You can also choose your favorite Dim Sum from the a la carte menu. The team at India Jones is ever willing to uncover the treasures hidden in the steaming bamboo baskets so do not hesitate to ask them to lift the basket lids.

Japanese Wizardry with Chef Wikan Namvesis at India Jones Flaming spirits, juggling peppermills and knives, piping hot plates and flavourful aromas! Experience all this and more with Teppan expert, Chef Wikan Namvesis, at the Teppanyaki table at India Jones, Trident, Nariman Point, Mumbai. Savour the regional flavours of Japan as Chef Wikan tosses them at your table while showcasing his deft acrobatic and culinary expertise. Take your pick from the special Teppanyaki diary or indulge in a fulfilling meat, vegetable, seafood or Chefs special Teppanyaki set meal, and relish it in varied courses. In the Chefs Special meal relish Japanese appetizer, Tiger Prawn, Scallops, Grouper, Prime Tenderloin, Miso Soup, Mixed Vegetables, Rice, Pickles and fresh fruits or ice-creams!

Yakitori and Khushiyaki at India Jones Explore the flavours of Yakitori and Khushiyaki, delicacies from Japan, at India Jones, Trident, Nariman Point, Mumbai. With alluring aromas and a hint of barbeque, Yakitori and Khushiyaki are traditional favorites in Japan. Yakitori literally means grilled chicken where marinated pieces of chicken are skewered on bamboo sticks, grilled over charcoal oven and served with a variety of sauces. For all other preparations such as Tenderloin, Duck, Pork or vegetables, the dish is known as Khushiyaki.

 Yakitori and Khusiyaki are simply delicious, very easy to eat and utterly delectable. Chef Amit Gugnani and Wikan Namvesis at India Jones offer you an array of these delights. The menu includes vegetarian favorites, Tofu with Miso and a sesame seeds and Potato and Asparagus with Tahina Mayo, and delicacies of Barbequed Duck with Orange, flavoured exclusively with Teriyaki and Orange reduction. The Ginger Glaze Pork as well as the favourite Pink Salmon with Teriyaki are proving to be extremely popular in the city. Bharat Joyent relishes them all and presents an assorted platter to providing an opportunity to sample the varied flavours on offer. With spicy dips and steaming succulent pieces on bamboo sticks, Yakitori and Khushiyaki make a healthy and flavourful meal!

Korean Set Lunches at India Jones Exotic set menus from an expert chef and recipes created by a world traveller that allow you to sample the wonders that Korea has to offer without the limitations of choice. Savour the Korean Set Lunches at India Jones, Trident, Nariman Point, Mumbai, each of three set meals is accompanied by Korean Namuls-a variety of vegetarian side dishes, rice, salads and a variety of oils & sauces followed by fruits and sujonka.

 Korean food is hot, spicy, vibrant and delicious. Long overshadowed by its other Asian cousins, Korean cuisine has come into its own. Though it bears a resemblance to other Asian cooking, Korean food has its own extremely distinct flavours. Take you pick from the Dak Dori Tang (stewed Farm raised chicken potatoes, leeks, shitake and carrots, essence of ginger, garlic and fresh chillies), Do Mi Jim (sweet red snapper with sweet soy sauce), Kal Bi Gooi (broiled Tenderloin marinated in sesame oil with sake and ginger) or Dhaji Bul Gogi (barbequed pork with chilli, sesame seed oil and spring onion)

FRONT OFFICE

DEPARTMENTAL NO NOs
1. All Front of the House and Back of the house employees will not be entertained in the civil clothes in the Department, public areas, back of the house etc. 2. All personnel shall be groomed and attired as per Hyatt International norms, which are stated in the employee handbook. 3. Employees are expected to read the Departments notice board for intra-departmental information, duty rosters. 4. Employees calling in sick should inform their manager on duty at least 4 hours prior to start of shift. 5. All employees are expected to use the same language with their colleagues as they would use with a guest. 6. No one is allowed to accept any gifts. 7. No one is allowed to be present in any guest area other than his or her workstations without a valid reason or authorization.

8. No employee shall touch any guest belongings if not asked to do so by the guest himself/ herself, this will be considered as misappropriation. 9. Employees are not to take any Hotel equipment/ fixtures etc with them or place them in their lockers. 10. All lost and found property shall be reported to security with time of finding, name of employee and description of the item. 11. 12. 13. 14. 15. Mobile phones should be switched off when on shift. Do not use guest elevators. Do not use guests restrooms. Do not disclose guest identity/ name to anyone. Do not leave your work area without informing your supervisor.

16. Personal

calls are not allowed from the hotel lines. Employees to use pay phones as indicated by Human resources. Do not use guest amenities for personal use.

17.

18. 19. 20.

Do not litter your work area; instead use the appropriate means. Maintain silence in the work areas by avoiding idle chatter. All equipment shall be used in the proper manner and maintained by the staff itself.

No Hotel information should be carried out of the premises.

ETTIQUETTE AT THE FRONT OFFICE

1. 2. They should carry themselves in a manner that does not jeopardize their work ethics and the department and hotels reputation. Topics that are not to be discuss in the presence of hotel guests and clients: - Politics - Religion - Family affairs and Relationships - Personal affairs and conversation of intimate nature - Hotels internal policies and procedures and staffs welfare - Supernatural beliefs 3. When on duty in a public area within the hotels premises, staff must ensure they - Are always in their proper uniform with correct name tag - Conduct themselves in a professional and respectful manner - Stand in an upright posture with hands behind the back when not serving Guests. - No raising of voices or arguing with guests or with colleagues , causing commotion and disturbing the peace

4. 5. 6. 7.
8.

Staff is not allowed to socialize and be seen in public areas (i.e. restaurants, pubs, theatres, parks etc) with hotel guests, outside of their working hours. Staff is not allowed to loiter around hotels public area after off duty hours. Be on the lookout for undesirable characters and report these sightings to security. Be on the lookout for guests who need direction or assistance in the public area. Extend assistance to all colleagues for the general objective of increasing speed and efficiency in servicing guests e.g. Front Desk assisting with luggage movement, Attendant assisting in room inspection, checking in etc.

Consistently exceed guests expectation by always thinking one step ahead of them and delivering the service even before they could ask for it.

SITUATIONS HANDLING PROCEDURES :1. Fight in the hotel premises 1. Inform security of the same. 2. If the fight is amongst 2 guests move the fight away from the guest area as soon as possible. 3. If the fight is amongst a group or if a group is involved ask the concern parties to leave the hotel premises.
4.

Inform police if need arises.

5. Inform all concerned department heads of the same and make a log entry.

2. Guest slips in a banquet function 1. Inform bell desk to rush a wheel chair to the area. 2. Inform security of the same. 3. Rush to the location and offer first aid if it is a minor injury. 4. Call the hotel doctor and inform him of the condition of the guest and if need arises call him to the hotel. 5. If needed rush the guest to the hospital. 6. Inform concerned department heads of the same and make a log entry of the incident.

3. Child hurt in the hotel premises 1. Rush first aid kit to the area. 2. Inform communication centre to call the hotel doctor. 3. Inform the kids parents of the same in case the child was left on his/her own to play. 4. In case of a major injury rush the kid to the hospital. 5. Inform the concerned department heads and make a log entry for the same. 4. Rat found in a guest room 1. Inform housekeeping Department of the same. 2. Rush up to the guest room where the rat was seen. 3. Apologize for the same.

4. Change the guest room to a higher floor and on an opposite side of the area the rat was spotted. 5. Upgrade the guest to a higher category of room or suite. 6. Inform all the concerned departments of the same. 7. Do not allot that room to any other guest until the rat is trapped. 8. Make a log entry of the same incident. 5. Guest checked-in into an occupied room
1.

Lobby Manager to immediately rush up with another room key preferably a higher category and apologize for the same to both the guests in case the earlier guest was present in the room. Lobby manager will inform the Bell Desk of the new room number. Lobby manager to then escort the new guest to room and once again apologize for the inconvenience caused to the guest.

2. 3.

4.

Lobby manager to then come back to the desk and give a call to the guest in whose room the guest was checked-in and explain the reason for the same and apologize for the same. Lobby manager to Follow-up with the Shift In charge and find out the reason for the same mishap. Lobby manager will make a log entry for the same and also inform Front Office Manager.

5.

6.

6. Guest checked-in into a dirty room

1.

Lobby manager to immediately rush up with another room key preferably a higher category and apologize for the same. Lobby manager will inform the Bell Desk of the new room number. Lobby manager to then escort the guest to room and once again apologize for the inconvenience caused to the guest. Lobby manager to then come back to the desk and give a call to the guest and explains the reason for the same and apologize for the same.

2. 3.

4.

5.

Lobby manager to Follow-up with the Shift Incharge and find out the reason for the same mishap.

7. Maintenance breakdown in a guest room 1. Listen to the guest complaint very carefully and apologize for the same. 2. Inform maintenance department of the nature of the complaint. 3. If the problem is major then shift the guest room preferably an upgrade. 4. If the problem is major and in the night time then as per guest convenience either shift him to another room or give a room to sleep for the night.
5.

Inform the Shift In-charge of the same and also the concerned departments.

6. Leave a log entry for the same.

8. Theft of guest private property 1. Inform security of the same.

2. Listen to the guest very carefully and note down the guest statements. 3. Inform the concerned department heads of the same to be investigated. 4. Leave a log entry for the same to be investigated and resolved. 5. General Manager will take a decision on payment of any such Theft. 9. Damage to guests private property 1. Listen to the guest and see the extent of damage. 2. Determine the reason of the damage. 3. Determine the cost of the damaged equipment.
4.

Inform Lobby manager / FOM of the same.

5. Make a log entry and inform the concerned departments for the same. 6. General Manager will take a decision on payment of any such damage.

10. Fire in the guest room 1. Inform maintenance and rush to the room with security along with the master key. 2. Knock thrice by identifying yourself and then open the door. 3. In case of any fire extinguish it by using fire extinguisher. 4. In case of false alarm maintenance to switch off the alarm. 5. The guest to be informed of any such occurrence which happened in his absence. 6. A log entry to be made in the log book for the same.

11. Guest slips in the bath tub 1. Immediately rush up to the room along with a first aid kit, and master key. 2. On reaching the guest room asks the guest if he requires doctors assistance.

3. Connect the hotel doctor to the guest or if need be call the doctor to the guest room. 4. Determine the reason for the slip in the bathroom. 5. Make a log entry for the same incident. 12. Bomb blast in the hotel premises 1. Stay calm and inform all concerned staff to stay calm. 2. Identify the area of the bomb blast. 3. Clear any crowd gathered around the area. 4. In case of casualties call the hotel doctor and ask for an ambulance. 5. Inform cops of the incident. 6. Do not try to lift any injured person until an ambulance arrives and use your discretion in such situations. 7. Always remember such situations can only be handled if there is no panic created.

8. Inform security to search the entire hotel for any unattended object. 9. Ask all guests in the area to clear the Restaurants and walk them to a safe area until the restaurants are thoroughly checked. 10. As soon as the doctor arrives co-operate with him in providing any assistances in this regard in terms of first aid required, extra cars required, etc. 11. Inform all guests to go to their rooms until at least two hours till the hotel is searched thoroughly. 13. Bomb threat received 1. Stay calm and talk to the caller. 2. Ask questions: Where is the bomb located? What time will it go off?
3.

Inform al concerned e.g.: Security, GM, FOM of the same and continue asking questions.

 Where is he calling from? Why is he informing us? Who has given him this information? 4. Ask for any contact number or address of the person. 5. Note down all details while talking to the caller. 6. Make a log entry of the same in the log book. 7. The security will search the hotel for any unidentified object and inform the cops for the same. 8. In case the bomb has been found the area should be cleared off and sealed, no one to touch the object until a bomb squad arrives at the sight. 14. Guest receiving a threatening call 1. Inform the guest not to worry and the hotel security will come and speak to him and take certain details from him. 2. Screen all calls to the guest room.

3. Inform AMFO, FOM and AFOM of the same. 4. The security ask the guest a few questions e.g. Did he have a fight with anybody in the city? What is the caller asking for? 5. Depending on the statement and if the guest wishes the cops will be called.
6.

Lobby manager will brief all staff and ask them to be very alert and inform security if any outsider comes to ask for the same guest. As a safety measure the Lobby manager will shift the guest to another room on any other floor.

7.

15. Prostitution in the hotel 1. It is illegal and has a very bad image created of the hotel if this activity is allowed in the hotel.
2.

The Lobby manager to be informed if any one suspects such an activity happening.

3. In case a guest has brought someone who does this he should politely inform the guest that this will not be permitted in the hotel.
4.

If the guest still insists Lobby manager to inform the guest that he will have to register her in his room and pay double occupancy for the same. Lobby manager to inform the guest that these ladies are dangerous and are registered with the local police station for theft etc. Lobby manager to make a log entry for the same and inform security.

5.

6.

16. Guest misbehaving with a Hotel staff

1.

Lobby manager to go and very politely defuse the situation by asking the staff concerned to go in the back of the house area. Lobby manager to apologize for the same and take the gust away from the main desk. Lobby manager to speak to the guest and get to the bottom of the situation and resolve it. Lobby manager to assure the guest that necessary action will be taken.

2. 3.

4.

5. In a case where a guest tries to get physical with a lady staff the guest will be black listed and asked to checkout of the hotel.
6.

GM, FOM will be informed of the same.

7. The guest booking company will be informed of the same and warned that such a thing will not be tolerated in the hotel. 8. A record of the same will be maintained in the guest profile and in the log books. 17. Guest carrying a Gun 1. As a hotel policy that guests are not allowed to carry arms in the premises as it is a security hazard for other guests in the hotel and does not give sense of security to the onlookers.
2.

The Gun will have to be surrendered to the Lobby manager on duty who will in turn keep it in a lock safe till the guest is in the hotel and return it when guest is leaving. Lobby manager will not touch the gun rather he will give a plastic bag to the guest for the gun to be placed.

3.

4.

Lobby manager to inform the security of the same and also make a log entry for the same.

18. Drunk guest wants to take a room

1. 2. 3. 4.

Front Desk to inform the Lobby manager on duty if they come across such a situation. Lobby manager to politely tell the guest that there are no rooms available. Lobby manager to inform security of the same. Lobby manager to make a log entry of the same.

19. Guest taking hotel items

1. 2. 3.

Any such activity to be informed to Lobby manager on duty. Lobby manager will see the guest profile, Company profile, billing, a/c balance etc. Lobby manager will then take a decision depending on all the points above and the items taken and take necessary action for the same.

4. 5.

Lobby manager will put the same in the guest profile. Lobby manager to make a log entry for the same.

20. Guest uses the hotel but does not have the money to pay for the same 1. He will be taken to a back of the house area and spoken to. 2. Guest will be asked to call any one of his contacts to pay for the same.
3.

Depending on the guest company profile, credentials and amount due a decision will be taken by the FOM, AFOM, Lobby manager on duty to either hold luggage or guest personal items in custody until bill is settled or take him to the police.

21. Outsider found using the hotel swimming pool 1. It is a policy of the hotel that outsiders are not allowed to use the swimming pool. 2. In case if any outsider found using the swimming pool he will be asked as to who allowed him to use the pool and will be told to leave the hotel pool immediately. 3. All staff should be aware that outsiders are not allowed to use the swimming pool as it is strictly for guest use only.

It is at the discretion of the management in certain cases that visitors of resident guests may or may not be allowed to use the swimming pool or the health club.

LONG STAY BILLING

PROCEDURE 1. Bills for all long staying guest to be processed every 15 days 2. Front Desk to check Credit Over Limit report at beginning of shift and identify the long staying guest who have exceeded the credit limit
3.

Processes the discounts ( if any ) and send the print out the guest room (in a A4 size envelope) after leaving a message for the guest or informing him/her

4. Check the bills for accuracy before sending them to the guest
5.

Inform Assistant Manager Front Office in case the guest does not settle the bills within 2 days of sending the folio print out

PROCEDURE FOR DAILY ROOM AVAILIBILITY

1. Front Desk must regularly monitor the daily room availability taking into consideration same day reservations, walk-in and guest extension of stay and unexpected departures. 2. Front Office employees may sell rooms without checking with the Asst. Manager till the 100% occupancy level. 3. Ensure room allocations are matched with room type and rate reserved to avoid unnecessary upgrades. 4. Up sell room types where possible. Be fully aware of the 10 days and monthly forecast. Oversell 1. The Oversell Limit will be set in the PMS. Front Desk cannot reserve or sell a particular room type over the Oversell limit (minus position). It is normally set higher than the actual number of particular room type existing in the hotel in order to ensure maximum occupancy having in mind no-shows and late cancellations.

2. This function defines oversell percentages of the particular room types and overall hotel up to which Reservation or Front Desk is allowed to sell.
3.

Should they try to sell room over the set ceiling the PMS will stop them by displaying message HOUSE IS SOLD OUT warning them of the sold-out situation.

4. Setting over-sell ceiling is the sole responsibility of the Front Office Manager and Market Analyst. 5. The Oversell Ceiling is changed according to the situation and business demand and checked frequently throughout sold-out periods. 6. The house position is monitored by the FOM/AM-FO/Market Analyst and communicated during the 1700 hrs reservation briefing and update meeting. This information is shared with all staff of the Front Office during shift hand over briefings. This status report is also sent to all members of the Executive Committee and Department Heads, so that effective communication is kept in regard to the house status and expected house occupancy.

PROCEDURE FOR HANDLING CHECK-OUTS

Express check-out
1.

Express check-out facilities are granted to those guests who have already established credit with the hotel either through prior, authorized billing instructions, or by means of a credit card imprint at the time of check-in. The Express Check-Out Form is on the registration card. The completed form can be dropped off at the Front Desk anytime during the guests stay, or together with the room key on departure. After the guest has left, the Front Office Assistant will finalize the computer posting. Enter in billing instructions as [Exp c/o req]. And make an entry in the log book. If the guest has indicated on the Express check out form that he/she wishes to receive a copy of the folio, the Front Desk should prepare it for mailing with other administrative mail.

2.

3.

4.

FIT / CORPORATE ACCOUNTS

1.

Ask the guest for his/her name and room number. As you display the folio details, read out the guest's name to verify the guest's identity and request the guest for the room key and also check if the electronic safe has been cleared of the valuables.

2. Ask the guest if he/she requires any assistance with the baggage (inform bell desk) and the airport transfer. 3. Ask the guest if there was any last minute consumption from the Mini bar. Post charges for airport transfer and minibar. 4. Reconfirm billing instruction with the guest and arrange the folio accordingly. 5. Print out the folio and quickly check all the charges especially the room rate before presenting it to the guest. 6. Present the folio in an open folder facing the guest with the first copy of the folio on top and all successive copies below it.

CREDIT CARD SETTLEMENT 1. Reconfirm if the guest would be settling by the same credit card as on file and request for the same. 2. Front Desk should ask the guest to verify the charge on charge slip and the folio. CITY LEDGER SETTLEMENT 1. Request the guest for the signature on the folio. 2. Retrieve the BTC letter/TA voucher after the guest has left and attach it to the folio and put it away. CASH SETTLEMENTS 1. While accepting cash from the guest, always count in front of him and, do not keep the money in the draw until the transaction is over. 2. While returning the balance, count the money in front of the guest.

3. Print a zero balance folio and place it on the right side of the glass top.

Group Check-out 1. Front Desk will check the billing instructions of the group and check if any extras have to be collected from the group. 2. If billing instructions from the group leader differ from those in the correspondence, a letter of authorization must be obtained from the group leader and must be attached to the group's master folio upon check-out. 3. Obtain full settlement from individuals for their extra charges.
4.

Collect the room key cards from all the group members before departure Once all extras have been settled, print the master folio and let the group leader settle the account. All copies of folios which have been transferred to the master folio must be attached. Ensure that all group-rooms have been checked-out.

5.

6.

If any member wishes to extend her/his stay, obtain new billing instructions and room rates, the rates may vary depending on occupancy levels, and the decision will be made by the Market Analyst and FOM/Assistant Manager in his/her absence.

7. Transfer all documents via the shift drop to Accounting. Credit Card Check-out 1.Every shift is supposed to take authorization for all CC check-ins and the In-house guest balance report is checked again in the night by the night manager. 2.As soon as a guest's bill exceeds the credit limit authorized by the credit card company, obtain and record the authorization for the anticipated excess amount.
3.

If a guest decides at check-out time to pay by credit card, print out the appropriate information folio, present it to the guest and obtain the guest's credit card.

4. If a cancelled/discontinued/invalid or stolen credit card has been presented by the guest, do not return it; instead, request that the guest pay with another credit card or cash and notify the Assistant Manager immediately. 5. Once the credit card sales voucher has been completed and the guest has signed the voucher, his/her signature must be verified against the one on the credit card. This is very important, as most losses are due to fraud which was not detected when verifying

signatures! But verify discreetly without offending the guest and without the guest coming to know of it. 6. If approval code cannot be obtained, i.e. declined by credit card Company, ask the guest politely for an alternative payment or credit card. If there is any doubt about the authenticity of the signature, additional identification should be requested. It must be kept in mind that a credit card in itself is not a form of 'identification'. It is, therefore, not at all out of the ordinary to request actual identification. This must be done only by the Assistant Manager F.O. 7. To close the transaction, return the credit card to the guest and enter the appropriate payment code and amount into the computer to close the folio and 'clear the room'. Attach the guests copy of the charge voucher to the folio, fold both neatly into the departure envelope and hand it to the guest.
8.

The Front Desk should attach the merchant's copies of the credit card voucher to the hard copy of the guest folio and retain both in the cash drawer for balancing at the end of the shift. Collect the room key card before the departure

9.

PROCEDURE FOR HANDLING DELAYED GUEST LUGGAGE

1. Bell Attendant makes sure that the guests baggage is delivered within 10 minutes of guest arrival.
2. 3.

Duty manager-FO must be informed in case any guest complaints of baggage delay. Duty manager-FO to apologize for the delay and ensure that the baggage reaches the room as soon as possible. Duty manager-FO tries to identify the cause for the delay and makes a log entry for the same.

4.

PROCEDURE TO ALLOCATE ROOMS

1. Check VIP status, standard requests, special requests, suites, and arrival time by the guest arrival list.
2.

The Front Office (Assistant Manager/Assistant-Front Desk) will meet every evening at 1700 hrs, and discuss any special blocking for the next day.

3. Night shift should start blocking rooms by 0530 am for early morning arrivals and arrivals with no time mentioned. 4. Morning shift to block rooms till late evening arrivals.
5.

Front Office Assistant must assign the room number well in advance to : Reservation for Privilege booking Reservation with VIP status Reservation with special request

Reservation for early arrival Check remarks and see any specific preferences

6. Check the departure time of current guest to ensure adequate time is there for cleaning and preparation. 7. When allocating rooms to arriving guests, it is important to look at their guest history, and ensure that all their preferences from their previous stay are met. 8. Care must be taken to ensure that rooms do not lie vacant for long durations. Inventory of occupied rooms must change so that rooms are turned over, especially during periods of low occupancy. 9. In case the room is allocated at the last minute, Housekeeping should be informed since the morning /evening service are given only to rooms blocked for the expected arrivals of the day. 10. Group arrivals, if possible rooms to be allotted close to each other.

11. Check VIP status, standard requests, special requests, suites, and arrival time by the guest arrival list.
12. The

Front Office (Assistant Manager/Assistant-Front Desk) will meet every evening at 1700 hrs, and discuss any special blocking for the next day.

13. Night shift should start blocking rooms by 0530 am for early morning arrivals and arrivals with no time mentioned. 14. Morning shift to block rooms till late evening arrivals. Office Assistant must assign the room number well in advance to : Reservation for Privilege booking Reservation with VIP status Reservation with special request Reservation for early arrival Check remarks and see any specific preferences

15. Front -

16. Check the departure time of current guest to ensure adequate time is there for cleaning and preparation. 17. When allocating rooms to arriving guests, it is important to look at their guest history, and ensure that all their preferences from their previous stay are met. 18. Care must be taken to ensure that rooms do not lie vacant for long durations. Inventory of occupied rooms must change so that rooms are turned over, especially during periods of low occupancy. 19. In case the room is allocated at the last minute, Housekeeping should be informed since the morning /evening service are given only to rooms blocked for the expected arrivals of the day. 20. Group arrivals, if possible rooms to be allotted close to each other.

Task Breakdown
Task: How to arrange transportation for in house guests Job Title: Front Office Assistant. STEP 1. Note down the request INVOLVEMENT STANDARDS (Questions relating to the (Measurable/observable) standards) What details do you ask for? Ask the time the car is required Ascertain the purpose for which car is required i.e. for an airport transfer or for a local run Note down the no. of hrs the car is required for Ascertain the type of car required and verify the rates

with the guest 2. Confirm the transportation What must you say? Reconfirm all the details with the guest Say, Thank you for calling Mr./Ms<name> Note down the request. Inform concierge Make sure the request is taken care of and the charges accordingly posted.

3. Record and follow up

What must you do?

PROCEDURE TO CHECK DIGI-SAFE

Room Electronic safes 1. Upon collecting the luggage from the guests room, the Bell Desk must ask the guest if he had used the safe and if it has been emptied. He will then proceed to check the safe one last time. 2. If the guest is not in the room, the Bell Desk must check the safe himself and ensure the box is open and completely empty. 3. If the safe is locked, the Bell Desk must advise the Asst. Manager immediately. The Bell Desk must not leave the room until the Asst. Manager arrives and together witness the removal of the item from the safe. 4. The item will be in the custody of the Asst. Manager who will then look for the guest to return it.

5.

Such incident must also be reported to the Bell Desks desk who will have this log down for future references in the control sheet.

6. In case of valuables found in the safe, AM to log it down on the Incident report & handover the same to HK Lost & found.
7.

In the case where a guest checks out without emptying his/her safe deposit box in the Lobby, it is the function of the FOA that checks the guest out, to try and reach the guest at his/her address, as registered in Opera.

8. If we are unable to contact the guest within 30 days, the hotel will consider the box. 9. Abandoned. In this case the FOM and Security Manager will have the safety deposit box drilled. In the case of a Room safe locked Bell Desk to inform security manager & Asst. Manager who would then open the room safe immediately in the presence of both of them and all the contents catalogued. The contents will then be placed with Lost and Found items with Housekeeping.

PROCEDURE TO CHECK MAILS BY ASSISTANT MANAGER-FRONT OFFICE.

1. AM-Front Office to check all mails twice in their respective shifts. 2. AM-Front Office to move mails to their relevant folders (e.g.: Briefings, Resolved & unresolved). 3. AM-Front Office to brief team about information pertaining to the mail. 4. AM-Front Office to handover the mails daily on a shift wise basis. AM-Front Office to mark mails as unread in case the mails have to be read by his colleague on the next shift.

PROCEDURE TO PREPARE EXPECTED DEPARTURES

1.

Obtain the guest departure time on check-in and note in the Opera system.

2. Contact the guest by telephone on the departure date to reconfirm / ascertain departure time. Use this opportunity to offer to arrange transportation if required, 3. Extend or check-out guest folios as required.
4.

Leave message for the guest to reconfirm his/her departure details if guest is not available after 19:00 hrs

5. Check guest folio for last posting

6.

Inform Duty Manager if the guest wants to extend his/her stay on a sold out day

Never promise extension of stay on a sold out day without consulting senior management

PROCEDURE TO PRESENT GUEST FOLIO ON CHECK-OUT

1 Print a copy of the folio for the guests perusal and present the folio in a folder making sure that the folder is in good condition. No scratches or tears are acceptable on the folder. 2 Make sure that the folio is facing the guest, and that it is accompanied by a pen that is in good working condition. The pen should be placed in the center of the folder with the nib facing away from the guest. 3 Post the required payment using the appropriate method of payment code bringing the Folio to a zero balance. 4 Process the check out. Attach Credit Card slip to guest copy; take signatures on guest copy and the CC slip.

5 Fold and insert the printed guest folio into the check-out envelope. 6 Ensure that the room key card is taken back from the guest before departure. Present the check-out folio to the guest in the envelope, and thank the guest for staying with us, and bid him farewell. Task Breakdown Task: How and when to print backup reports Job Title: FOA Front Desk STEP 1. Every 8 hours, a backup report needs to be printed INVOLVEMENT (Questions relating to the standards) What are the reports that should be printed? STANDARDS (Measurable/observable) The following reports should be printed as part of the backup reports in case of a system failure: - Arrival Report - Rooms Blocked Report - Outstanding Balance

Report In house guest report Vacant (Clean/Dirty) Room Report. Traces Unresolved Expected departure report

PROCEDURE TO EXCHANGE FOREIGN CURRENCY

Currency 1. Check with guest which currency is required to be changed, verify whether that currency is acceptable or not. 2. Check the currency notes carefully for authenticity, take care that the guest is not embarrassed while you do the same. 3. Check and let the guest also verify the current conversion rate for the foreign Currency he / she is changing, inform the guest of the conversion amount.

4. The maximum amount exchanged should not be more than the limit of US $ 500 per Room per day. If excess is requested, kindly obtain approval from Asst Manager Front Office. 5. Do not accept coins as only notes are acceptable. 6. Once the guest pays the foreign currency, the same should be exchanged (in Opera) and an encashment certificate should be presented to the guest to sign in duplicate (1 copy each for guest and the hotel). 7. The conversion amount should be given to the guest in Indian rupees only. 8. Foreign currency should not be ever given out in any form or denomination as we are not authorised to give out foreign currency, only the banks or authorised money changer can do the same. 9. The guest should be presented the copy of the encashment certificate before giving him the money for him to verify the equivalent amount on the certificate. 10. Cash should always be counted and verified in front of the guest before it is given.

11. Get

a copy of the encashment certificate signed from the guest for the hotel records, the same needs to be filed for future and any legal references, the 2nd copy should be handed over to the guest.

12. The guest should be informed by the Cashier that the encashment certificate should be retained to facilitate re-conversion of Rupees at the international airport at the time of departure.

Travellers Cheques 1. Cashier should carefully check the Travellers Cheques for authenticity before changing it. 2. Check and let the guest also verify the current conversion rate for the T.C. he / she Is changing, inform the guest of the conversion amount 3. There should be 2 guest signatures on the T.C (Travellers Cheque) in addition to the date. 4. Guest has to sign the travellers cheque in front of the issuer once and the second signature should be witnessed by the hotel cashier before changing the T.C.

5. Request the guest to put the current date on the T.C. as well. 6. Once the guest gives the Travellers Cheques, the same should be exchanged (in Opera) and an encashment certificate should be presented to the guest to sign in duplicate (1 copy each for guest and the hotel). 7. The conversion amount should be given to the guest in Indian rupees only.

8. Foreign currency should not be ever given out in any form or denomination as we are not authorised to give out foreign currency, only the banks or authorised money changer can do the same. 9. The guest should be presented the copy of the encashment certificate before giving him the money for him to verify the equivalent amount on the certificate. 10.
11. Get

Cash should always be counted and verified in front of the guest before it is given.

a copy of the encashment certificate signed from the guest for the hotel records, the same needs to be filed for future and any legal references, the 2nd copy should be handed over to the guest.

SWOT ANALYSIS
STRENGTHS 1. Cost advantage. 2. Asset leverage. 3. Effective communication. 4. High R&D. 5. Innovation. 6. Online growth. 7. Loyal guests. 8. Market share leadership. 9. Strong management team.

10.

Strong brand equity.

WEAKNESS 1. Bad communication. 2. Diseconomies to scale. 3. Over leveraged financial positions. 4. Poor supply chain. 5. Weak real estate. OPPORTUNITIES 1. Acquisitions 2. Emerging markets and expansion abroad. 3. Product and services expansion. 4. Takeovers. THREATS 1. Competition. 2. Cheaper technology. 3. Economic slowdown. 4. External changes(Government, Politics, Taxes etc) 5. Exchange rate fluctuations.

6. Lower cost competitors or imports. 7. Maturing categories, products, or services. 8. Price wars.