INDUSTRIAL TRAINING REPORT ON
THE GRAND NEW DELHI
a
INDEX 1.
CERTIFICATE
2.
ACKNOWLEDGEMENT
3.
APPRAISALS
4.
THE THE GRA GRAND ND HOTE HOTEL L (BR (BRIE IEF F INT INTRO RODU DUCT CTIO ION) N)
5.
FRONT OFFICE
6.
HOUSEKEEPING
7.
F & B PRODUCTION
8.
F & B SERVICE
9.
SPA OASIS
10. 10. CONC CONCUL ULSI SION ON
b
INDEX 1.
CERTIFICATE
2.
ACKNOWLEDGEMENT
3.
APPRAISALS
4.
THE THE GRA GRAND ND HOTE HOTEL L (BR (BRIE IEF F INT INTRO RODU DUCT CTIO ION) N)
5.
FRONT OFFICE
6.
HOUSEKEEPING
7.
F & B PRODUCTION
8.
F & B SERVICE
9.
SPA OASIS
10. 10. CONC CONCUL ULSI SION ON
b
ACKNOWLEDGEMENT As a part of the Three years degree course in Hotel Management , the student have undergone an industrial training of
20 weeks, weeks, which is a true exposure exposure to the actual actual functioni functioning ng of the industry. This is the exact time to get acquainted with the facts of the industry and decide the area of professional interest. I underwent my Industrial training at The Grand , New Delhi was a wonderful experience as my earnest efforts and devotion paid excellent results. I express my profound gratitude for having selected me for the Industrial Training program. I would like to convey my thanks to the training Department for having coordinated our Training well. This report is a brief of the department I was exposed to during my training Period. This is a collection and compilation of material of educative value gathered from the hotel.
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THE GRAND The majestic low rise architecture spread across 10 acres of beautifully landscaped lawns; The Grand is an exceptional blend of a resort like setting equipped with modern design and contemporary comfort. Recently refurbished, The Grand is centrally located with major business and entertainment venues and a short drive from Domestic and International Airports. The Grand featuring a spacious white lobby with the panoramic view of cascading water and beautifully landscaped gardens exudes elegance and grandeur. With 390 well-appointed rooms including 24 Business Suites, 1 Presidential Suite and 5 Serviced Apartments, the hotel offers a wide choice of luxurious accommodation for both leisure and business travelers. The Grand Ballroom is one of the largest pillars less banqueting facilities available in the city that can host big gatherings and accommodate up to 800 people. The beautifully landscaped outdoor terrace adjoining the Ballroom makes it an ideal venue to host different kinds of small or large business meets, promotions, launches or social event Spa Oasis at The Grand with its purifying therapies helps you to relax, invigorate and rediscover your inner self. One of the largest in the region, it is equipped with eight spacious treatment rooms, where guests can choose from an array of personalized treatments and therapies to rejuvenate oneself. It also offers recreational activities like gymnasium, yoga, relaxing steam and sauna, swimming pool and Jacuzzi. Mr. UMESH SARAF is the managing Director of unison hotels Limited. The SARAF family has been in the hotel business over three decades. Yak &yeti, one of the finest properties in Kathmandu, Nepal is their flagship hotel. They are also partnering the Hyatt properties in India and Nepal. The hotel was re-launched in December 16 th 2009. It is a landmark in building architecture. The structure was developed by Skidmore, owing and Merrill of d
London and Rajinder Kumar & associates of Delhi. Interior designers for the hotel were Hirsch Bebder and associates of San Francisco, one of the leading interior designer companies in the world. Companies in the world. The interiors of the hotel are unique in that it reflects a contemporary interpretation of traditional Indian design and architecture. The Grand New Delhi spectacular lobby, a trademark of the hotel, is an elegant of rich pinewood and black marble and has stunning vaulted ceiling with natural skylight. Its large full window frontage looking onto the lush green gardens and cascading water breathe serenity and space into a contemporary setting, giving it a welcoming and relaxing ambience.
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The location of the Grand New Delhi
Nelson Mandela Road, Vasant Kunj, Phase II New Delhi- 110070, India Phone: (91) (11) 2677 1234 Fax: (91) (11) 2670 5891 E-mail:
[email protected]
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Place
g
Distance
Distance
(approx. Kms)
(approx. Mins)
International Airport
8
15
National Airport
12
20
Railway Station
18
35
Connaught Place
18
35
Gurgaon
18
35
Noida
30
60
South Delhi Market
15
25
ACCOMODATION
Contemporary design and state of the art technology combine with classical standards of service excellence. 390 tastefully appointed rooms including 24 suites and one Presidential Suite. Sq ft Grand Premium Room - 228
- 430
Grand Club Room –
- 450
Business Suites –
132 16
- 500
Service apartment –
5
- 950
Executive suite –
6
- 900 - 1000
Deluxe suite -
2
- 1200
Presidential suite –
1
- 2152
Total smoking rooms Total
h
44 390
•All rooms have individually controlled air conditioning, luxurious bathrooms with separate showers. Color TV, stereo surround, two telephones lines, international direct dialing, broadband internet access. Computer data ports, voice and fax message system, in-room safe and mini bar. •Electricity: 220 V/ 50 Cycles (transformers available) •Guest elevators: 5 •Check out time: 12:00 noon
GRAND CLUB Two floors of exclusive accommodation and private reception area. Grand Club Lounge offers complimentary Continental breakfast, allday coffee and tea, evening cocktails and canapés. Concierge and butler exclusive use by Grand Club service. A boardroom is available on the 6th floor for guests .
BUSINESS CENTRE The business center located at the lobby level is well-equipped with all modern-day business technologies to meet the needs of our business travelers. Our 24 hours business center offers guests a wide selection of newspapers and business periodicals and the use of computers, along with high speed Internet access and mobile phones on rental. Business service assistants are available on request. Confidential secretarial services, Copying, translation and conference equipment on hire. Private workstations equipped with computers, printers and modems. Internet access and mobile phone rental.
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The Grand New Delhi offers the following facilities:» In Room Broadband Internet access » Chauffeured Limousine on hire » Technology Concierge » Tour and Travel desk » In room electronic safe » Single Lady Room » Disabled services » Fine Dining » Children friendly policies » 24 Hour Laundry and Valet service » Day Spa, Spa Oasis with the Fitness Studio and Beauty Salon » Valet Car park with underground parking for 350 cars » Major credit cards accepted » Shopping Arcade »Two world class tennis courts, jogging track, Adult and Kiddies’ swimming pool and an open air whirlpool
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FRONT
OFFICE
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The front office could be called the control centre of room division, providing 24 hours attention towards the handling and service of all guest requirement and needs. The front office employees play a vital role in the creation of a positive first and final impression and the establishment of an ongoing rapport of guest. In addition the front office employees are influential in shaping the city’s pe rception and judgment of the hotel through contact with restaurant patrons and visitors to the hotel. All front office employees are responsible for ensuring that the standards expected of the hotel are attained. The impression created must be one of quick and efficient services by friendly, courteous informative and helpful employees. Our guest must have feeling that they are being taken care of by people who are genuinely interested in their well being. In order to achieve this goal, it is imperative that all front office employees develop a strong and positive working with all other departments. It is the individual responsibility of each and every employee to foster a close understanding of the roles their colleagues in their department and develop an empathy with the problems that they may be encountering. l
All employees must have a full knowledge of all hotel facilities and services as well as being fully conversant with all aspect of the city area and its attraction to ensure that all question can be answered immediately. All front office employees must be fully trained in their job function to ensure they are able to handle any situation that may arise in a responsible and professional manner.
HIERARCHY OF FRONT OFFICE TEAM
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Front Office Manager Front Office manager must be a skilled planner who channelizes the various resources viz. people, money, time, work methods, materials, energy and equipment to suit the objectives of the property. He should maintain cordial relationships between the front office and other hotel divisions and departments
by
encouraging
communication
between
all
areas
of
responsibility.
Basic Function: To supervise all front office personnel and ensure proper completion of all front office duties.
Duties & Responsibilities : 1. Evaluate and decide the need of personnel in the department. 2. Participate in the selection of front office personnel. 3. Train and update staff skills. 4. Schedule the staff duties. 5. Supervise and help workloads during shifts. 6. Evaluate the job performance of each front office employee. 7. Maintain working relationships and communicate with all departments. 8. Maintain master key control. 9. Check room status 10. Resolve guest problems quickly, efficiently and courteously 11. Update and monitor group information and requirements. 12. Review credit limit report.
13. Enforce all cash-handling, other modes of payment and credit policies.
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DIFFERENT SECTION OF FRONT OFFICE DEPARTMENT 1. Front Desk – Concierge/Reception 2. Grand Club Lounge 3. Business Center 4. Reservation Center 5. Communication center 6. Bell Desk In The Grand New Delhi there is no such compulsion that guest has to go for different information in particular section the front desk officers are so multi skills that they can handle any type of sections.
FRONT DESK Front Desk is generally divided into 3 sections.
1. CONCIERGE The word concierge is derived from the word” doorkeeper or janitor”. Whereas the bell service proceeds and the hotel services , such as luggage assistance, message for out of the hotel services such as rental cars, theatre reservations and limousine service. Whereas the front desk staff assists guest on arrival, such as conferences, seminars and banquets. A concierge must have depth knowledge of community resources, cultural and sporting events, and transportation and average important guests staying in the hotel. Atypical concierge has an extensive repertoire of reference materials. A concierge must be prepared to respond to enquiries from guests about activities, event attractions and to arrange access to external services, such as car rentals, restaurant reservations, and guided tour, and public transportation, tickets to the theatre or sporting events, museums. Different Form used in concierge are as follows;
o
o
Customs Form for clearance of mishandled baggage.
o
Roaming List & Passport Details.
o
Application to Inspector of Custom Department
o
Forwarding Address Card
ROLE OF CONCIERGE By definition, a Concierge is one who has charge of the entrance of a buildingthe keeper of keys. A Concierge is responsible for welcoming guests into the hotel as if they were in their own home. To do that a basis understanding of human needs and a true desire to assist by going beyond the guests is vital offering suggestions in addition to information. No question should go unanswered, no problem too tough and no request too demanding, each guest is important enough to warrant full attention, superhuman patience, understanding and charm from a concierge. Therefore, a Concierge’s knowledge of hotel and the community will make his life easier and his image more professional.
RESPONSIBILITIES OF THE CONCIERGE The Concierge employees are well trained people who assist with complete, They act as a liaison between the guest, hotel and city 24 hours a day. They must be well informed and equipped with an intimate knowledge of hotel and surrounding community to offer first hand, positive information in a confident manner. A concierge employee must be certain that they are understood before a guest leaves the Concierge desk .it is part of their job to personally visit the local attraction and various dining establishments. Knowledge of the hotel’s daily operation will enable the concierge employees to give general information regarding banquets, meeting, rates, and functions of the day and the restaurant hours of operation. Affirmative, tactful behavior coupled with warm, sincere hospitality will create an aura of genuine caring and encourage each to make “The Grand New Delhi” the place to stay, meet and dine.
2.
RECEPTION
Reception is a desk where all check ins and checkouts are done for F.I.T and G.I.T’s formats used are: p
Registration Card
Complimentary House Use Request Form
Petty Cash Voucher
Form No 61
Form No. 60
3. CASHIER All types of cashiering & billings are done the cashier desk. Here all types of currency exchange is also done formats used are :
Billing Form
Currency Exchange Form
ROLE OF CASHIER The Front Office Cashiers is the final contact point with the Front Office for the Guest. They play a vital role in presenting, a positive final impression of the hotel before a guest leaves the hotel. They are responsible for presenting an accurate account of all ‘ guests’ outstanding balance and to ensure room status is changed from occupied to vacant in the computer.
RESPONSIBILITES 1. To collect payments for all outstanding guest balance. 2. To accurately post all miscellaneous charge into accounts. 3. To liaise closely with Reception in maintaining an accurate room status.
Operational Hours: The Front Office Cashier operates on an hour’s Basis. DEFERTMENTAL SERVICES & FACILITIES FOREIGN EXCHANGE Registered guests of the hotel can cash foreign currency and travelers cheques in accordance to the policy and procedures set by The Grand New Delhi. All exchange rates will be determined by Controller office.
Acceptance of Personal Cheques q
The special privilege is extended to the following guests: 1. Courtesy Card Holders 2. Corporate accounts with credit facilities to obtain approval from Credit Manager.
Acceptance of Euro Cheques The European bank only, the Deutsche bank of Germany and the bank of Netherlands issue this cheque. All holders of Euro cheques must posses an identification card that states clearly the bank account number. When encashing Euro cheques, the cheque must bear the same number as that on the identification card.
GRAND CLUB LOUNGE For executives seeking comfortable accommodation in which to conduct business, Celebrities in need of privacy and added security, Leisure travelers who are looking for service above and beyond. The Grand Club at The Grand New Delhi consists of 134 Rooms and 25 Suites and occupies the 5 th and 6 th floors of the elegant low rise building. An exclusive Grand Club Lounge compliments grand Club guests with personalized services and offers panoramic views of the lush landscaped gardens and the pool. The facility is staffed with concierge and butlers, who assist guests with their everyday business and travel needs such as dinner reservations, entertainment and travel arrangements, as well as providing information for area shopping and sight seeing.
OTHER FACILITIES OFFERED ARE; 1.
Complementary two - way airports transfer.
2.
Express check –in and Special-out, from the club Lounge.
3. Complementary American Breakfast, all day Tea/Coffee and Cocktail hour in the evening at the Club Lounge. 4. 24 hours exclusive availability of the lounge, which is ideal to have information business meetings or special interactions. 5. Dedicated office automation services in the Lounge like photocopy Facsimile, Lap Computer, DVD/VCD players. r
6.
Internet Access.
7.
Tea/Coffee kettles in the rooms.
8.
Complimentary ironing of garments, during stay.
9.
Spouse stays complimentary.
10.
Complimentary reconfirmation of air tickets and other fight assistance.
11. Enhanced in room amenities like bathroom toiletries, bathrobes, newspaper & magazines & more. 12.
Complimentary use of Health Club, Massage service on charge only.
The Grand Club –Believe in Home away from Home. GRAND CLUB PANTRY CHECKLIST Morning Shift o
Change the milk in the coffee machine.
o
Check all stands, chafing dish and under liner for the buffet setup.
o
Pick up food items from Grand
o
Lay the buffet on the counter by 6:30 as per the setup by chef.
o
o
o
Check cutlery is laid properly, specifically for water stains and finger marks. Check the alignment of curtains, magazines.
runner’s
newspaper
and
Check the alignment of curtains, magazines.
runner’s
newspaper
and
o
Check for boardroom booking, if one do the setup accordingly.
o
Refill refrigerator if consumption recorded during night.
o
Remove the buffet at 10:30 if weekday or 11.30 if weekend.
o
Wipe every table and buffet counter properly.
o
Pick up the cookies from bakery.
o
s
Café and bakery.
Lay the all the day buffer (nuts, dry fruits, candies and cookies) change /refill if required.
o
Clean and wipe everything and stack them accordingly.
o
Get silver dip done as and when required along with wiping.
o
Refill the sugar caddies check for stains.
o
Get the mopping and scrubbing done from stewarding.
o
Stack everything in its respective places.
o
Clean the coffee machine.
o
Stack and refill the refrigerator.
o
Pick up the stores if required for the day.
o
Check for fresh lime juice and sugar syrup.
o
Change /wipe the fruits on the buffet counter.
o
Count and exchange the linen.
FDO on shift: 1)…………….. 2)…………….
Date:………………
GRAND CLUB PANTRY CHECKLIST Afternoon shift •
Check all the stands, chafing dish and under liner for the buffet setup.
•
Take out the entire beverage out on the display.
•
Wipe all the glasses, which needs to place on the buffer.
•
Lay out the buffet by 1700 hrs.
•
Pull the curtains by 1930 hrs(After proper sunset)
•
Remove the buffet by 2000hrs.
•
•
•
•
•
•
Check for the boardroom booking for the next day and do the setup accordingly Clean all the equipment and place them in an orderly fashion. Make sure garbage bin is changed and dishwasher and sink is cleaned thoroughly. Lay covers for the breakfast only after 2200. Clean the coffee machine thoroughly. Make sure refrigerator stacked and refilled properly for the night/morning shift.
•
Complete the liquor consumption register.
•
Fire and drop the report for the day.
•
Lock everything in the pantry and leave the keys in the cash drawer.
FDO on shift: 1)…………….. t
2)…………….
u
Date:………………
RESERVATION CENTRE
The reservation department is to control room’s availability against guest’s requests, handling all reservations in a timely manner, maintaining accurate records of reservation and updated guest history information. It is the objective of the reservation department to achieve a high occupancy as possible, at the same time maximizing revenue from room sale without compromising on standards set by the organization. 1. On receipt of a request for room reservation/ amendment, check availability of Room Report/ Board (Perform). 2. If room is available room reservation from to be filled complete in all respect with special attention to billing instruction at all the time of making reservation (Performa). 3. If room is not available, the accommodation will be wait listed/alternate accommodation in other ITOC Hotel will be offered. 4. The Room density Chart will be updated for confirmed booking . v
5. Annexure for Whitney Diary Cardex. 6. A confirmation letter /form will type and sent to the prospective guest. The second copy of the letter will be filled. a) With second copy of Whitney Slip and Reservation Form. b) In case of diary and cardex system, this will be filled with reservation form. 7. In case of wait, listed accommodation, the same procedure, as that for reservation will be followed. 8. In case of amendments, the same procedure as that of reservation will be followed. 9. In case of cancellation, the cancellation form will be filled up. Density Chart will be updated and, a) Whitney Slip will be removed and will be attached with reservation form /correspondence and filled in a separate file. b) In case of Diary of cardex system, the entry will be cancelled and the details of the cancellation will be noted. 10. In case of group /conference /Bulk Booking, same procedure as FIT booking will be followed and separate record will be maintained. On receipts of AGRS chart the same will be tallied and undated. 11. Before closing reservation Department reservation for the next date will be sent to the reception after checking booing related correspondence with special attention to billing instructions, rate applicable, discount applicable, time of arrival and departure.
COMMUNICATION CENTRE Communication center of the Grand New Delhi in the centre. Where the incoming and outside calls come first in communication entre basically and in house calls to other extensions with each console there is a Fidelio system where all the internal and external information of hotel and outside is recovered. Books maintain by communication centre. 1. Hot log 2. Wake up calls sheets 3. Log book
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4. Call vouchers 5. C.O.T 6. Check list 7. Message slips
1.Hotlog Hot log is maintain by the GSO is communication centre to make the records suppose is guest has any request then his call first come to communication centre then the hotel note down the request of guest is hot log G.S.O write his room no and his request then fill up the hot log in that manner. Then G..S.O page that person to whom the guest wants the service reconfirmed in the end that job is doe or not. 2.Wake up Call Sheets In the Grand New Delhi the personalize wake call is given to the guest. In advance the guest tells the GSO that at time he needs the wake up accordingly the GSO gave wake up call to that guest at the specific time . In case guests ask for reminder then GSO note the reminder and that is also given on a particular time. If no reminder then NR will be written by GSO.
3. Call Vouchers This is for employees except ex COM numbers who do the STD and ISD calls.
4. Message Slip This is foe Ex-com and EAM members. If in any case there are not present then the person who received the call message will be filled by that person accordingly to the format wise.
5. Cot COT refers to com ordered ticket this is for those guests who ordered any bed tea, coffee along with the wake up call.
6. Check List It is the format given by concierge to be followed by each shift.
7. Log Books it is the record or handover by one shift to another shift.
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BELL DESK The bells staff is so named because of the long standing* custom to ringing a bell at the front desk to summon a bell attendant. In the around hotels of the golden age attendants “hoped” to attention at the sound of the bell to transfer guest luggage to their room ,giving rise to the term bellhop. In a American hotel and European hotel, it is traditional for member of the bell staff to receive gratuities for performing services such as luggage, summoning a taxi or bringing up a newspaper to a guest. Cost is a concern to many travelers and the front desk representative often inquires whether a guest would like assistance with his or her luggage before summoning a bell attendants or information the bell captain. When assistance is desired, the receptionist issues an up bell a request to have guest luggage transported to the room .luggage assistance might also be requested at check out. A down bell is a request for guest luggage to be transported from a guestroom to the lobby. The bell staff might also be required to move a guest belong from one room to another, if the guest is absent when the luggage is transferred, the action is called a dead move. If the guest is present during the move, it is called a live move. A large hotel is the most likely to enjoy to employ a full staff of elevators hell attendants. Door attendants and parking valets. A services superintendent may be responsible for co coordinating all of their function. If the hotel has a full time concierge then he/she may have responsibility for supervising the bell services staff. The bell services also called the uniforms staff may employ four of position bell captain, bell attendant, door attendants and parking valet.
BELL ATTENDANTS Bell attendants formerly called “bellhops “are responsible for rooming guest escorting and their belonging to their rooms. After a client has completed checking in a bell attendants is summoned to services the room key. The attendant’s checks for any message or mail waiting for the client, transport the guest luggage and escort the party to the assigned room. An efficient attendant also check for the lights, curtains pulls, hearing and air conditioning units and television to be sure, whether they are functioning properly. The attendants may also be called onto answer the question about the hotel’s facilities or policies. Guest frequently refers to the bell attendants for general information. Attendants must be prepared to y
describe the hotel food and beverage or laundry services, advice on local tourist attraction or give street direction. Other duties for the bell attendants included delivering message to the guest room, paging guest in the lobby, restaurant or lounge, assisting with lock problems of rooms, change and performing errands such as purchasing newspaper or other small articles for the guests.
POLICIES AND PROCEDURE CHECK IN / CHECK OUT TIME POLICY STATEMENT It is the policy of the GRAND HOTEL that gust will be made aware of check in and check out time when their reservation is made and late check out charges would be levied on late departure beyond a specified time.
Purpose The purpose of this policy is to anticipate guest arrival to avoid inconvenience and to turn around rooms in time for new arrivals. PROCEDURES 1. If guest is due to arrive at the hotel prior to the check in time you will need to advise that “rooms are available for 1200 noon on the day of arrival. If rooms are available on the morning of arrival, we will certainly accommodate the guest immediately. 2. If guest wishes to guarantee his reservation prior to this time ,he may like to pre register the booking. 3. Again allow housekeeping time to clean rooms for arriving guest(check out time is 12noon) 4. In case the occupancy is below 70% late check out can be authorized by any front desk personnel keeping in mind the following.
z
I.
Up to 1800hrs - no charges
II.
1800-2000- half day charge
III.
Beyond 2000- full day charge
The front desk tem should always be flexible with late check outs and use their discretion to extend even these guidelines by one hour or so in case of regular guest, such acts build on loyalty and goodwill for the hotel. It is also important that the front desk team should strive for revenue realization without sacrificing on guest satisfaction. 5. Instance where the guest is insistent of an extension beyond these guidelines should be immediately and politely referred to the assistant Manager. 6. From time to time, VIP guest may be extended a late check out t no charge. This will usually be indicated on the folio, however, if not you will need to make a decision based on availability. Unless the hotel is booked to capacity, or the suite has been allocated for another arrival late check out should be extended at no charge.
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TAKING DETAILS ON THE REGISTRATION CARD
POLICY 1. It is the policy of the Grand that all staff must ensure that the guest data
that is obtained &entered into Fidelio is clean and acc urate. 2. It is the policy of the Grand to work closely d co operation with the FRRO by submitting required information of in house guest on the routine basis to ensure security and safety of our guest in Delhi. It is also necessary to obtain guest preferences in order to update and maintain an accurate IMAC data bank of the hotel. 3. Data as required by the hotel and foreign regional registration office
(F.R.R.O) must be duly obtained from guest upon check in .
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HOUSEKEEPING
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HOUSEKEEPING A Hotel business depends on the guest. A frequent guest knows the difference between a good and mediocre hotel. To him a hotel is both a home and an office which is visited many a times in a year. In a competitive situation the guest will choose a hotel in which he feels welcomed. He wants just more than wine and dines. Housekeeping is the department that is perhaps responsible to bring back the guest to the hotel again and again. this is so because has ample scope to pay attention to all guest thus making them feel important. Moreover, this is the department that is indirectly responsible for earning the maximum revenue for the hotel because the rooms sold by the front office are the rooms made by the house keeping. Besides the guest rooms housekeeping has to look after all the public areas , corporate offices, banquets restaurants etc and it is not an easy task to keep the entire hotel sparkling thus justify the motto “ A Hotel is a Home Away From Home ”. Hence housekeeping department can be considered as the backbone of hotel operation. In other words the housekeeping department is the main force in keeping the hotel’s flag high. As the hotel public areas are under the direct vision of the guest, any failure on the part of the housekeeping will have direct impact on the hotel business. The house keeping departments plays an important in the successful operation of a hotel. it is branch of room division department .its is considered under non revenue producing department when laundry is taken into account. The front office has to clear the rooms (whether check out, occupied or vacant the front office department helps directly to achieve more room sales. As soon as the guest checks into the hotel , he expects the same kind of atmosphere that he is used at home ,if not better .the sense of homeliness is provided by an efficient housekeeping department. A major share of the hotel is revenue is from the sale of the room and it is the housekeeping department that is instrumental in the sale of a room and also providing world class services to the guest . the department is also secret behind the sparkling floors, the spice and span surfaces all that go into making “The Grand new Delhi” a five star deluxe property.
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Hierchary of Housekeeping Department
CONTROL DESK The desk is the nerve centre of the entire of the housekeeping department providing the communication and the coordination between the various section such as the maintenance, floors ,public areas etc. Here that all the staff report for work and after duty it is also the point of contact between the guest and the department by virtue of it, attending guest request and complaints. Location:
Adjacent to executive Housekeepers cabin
Staffing:
one desk coordinators
Working Hours:
Morning – 0700-1600 Hrs Afternoon- 0130hrs-2200hrs Night - 2200-0700hrs
Equipment: Two telephones and a computer terminal with ee
opera full service.
THE DUTIES OF DESK COORDINATOR •
•
•
•
•
•
•
•
•
Taking over of the desk at the beginning at the duty entailing the reading of the book, checking of the keys and pagers etc. Coordinator then prepare for the shift by briefing the duty supervisor and room attendant .coordinator distributes the key pagers ,occupancy slips to the floor team and public area team. Each time coordinator tales the key is signed for the keys swipe card, pagers and she counter signs them. Then coordinator mark attendance and prepare the occupancy status report for the executive housekeeper. She leaves all the register for verification by the housekeeper. The rest of the day her duty comprises of attending to guest request and complaints and placing the suppliers or the job card order as required. Coordinator also does the vital function of the room division Management forwarding request for the rooms from the front office to the floor Supervisor and clearing rooms for the sale as they are cleared by floor supervisor. Coordinator also coordinates the issuing ,execution of the maintenance ,carpentry, polishing carpet maintenance job required by allotting rooms for R/S (red slips) and clearing as the job done. At end of shift the coordinator receive the keys, swipe cards, pagers and verifies the entries in the key register. Coordinator also receives the lost and found if any and carries out the requires procedure of recording and storing them. Coordinator then keeps the occupancy slips supplies, duty distribution for the late duty staff and hands over to next duty.
LOST PROCEDURE
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AND
FOUND
Any article that is left behind by a guest in the room is considered as a lost and found article. The room attendant hand it over to the desk.
Article is received by the desk supervisor and details entered in the lost and found register. At the end of the day the article is handed over to the security department.
Ehen the guest claims the article back the assistant security officer takes the particular article to the guest verifies the ownership and hands over the article to the guest .this is recorded in a lost property record.
If the article is very expensive such as jewelry, money, electronic goods it is handed over to the General Manager’s office who now is the custodian for the article. He sends the gust a note notifying the recovery of the article and handles the same procedure as started above.
The article are kept with the hotel only for six months after which they are given off to charity.
FILES AND REGSISTER MAINTAINED IN THE HOUSEKEEPING DEPARTMENT DAILY DUTY REPORT AND KEY REGISTERS These are maintained for the supervisor, floors attendants, public area attendants , mini bar and uniform room. It records the name area, time in and out, key number issued to and received by. It is to keep a security check on keys.
ROOM OCCUPANCY REPORT This is record of the status of the room and the report of each of the floor is regularly filled up in the morning duty and the late duty file.
HOUSEKEEPER CHECKLIST FILE The check list is maintained for the services asked by the guest as well as for the maintenance.
DND REGISTER it is maintained for all the floor. It states the room number, duration of DND, whether VIP, crew or normal guest and the instruction from the lobby.
PUBLIC AREA REGISTER It contains the schedule of the area to be cleaned on the periodic basis.
DAY LOG REGISTER gg
It conveys the message to the supervisors for the next shift about DND, extra items , layover, check outs ,items removed, discrepancy and pending maintenance.
NIGHT LOG REGISTER It register the staff on the night duty , leave ,absentees, staff, staff placements check out ,crew rooms cleared, public area cleaning details and messages to morning shifts supervisors.
LINEN ROOM LOCATION: LOWER LOBBY TIMING : 0700HRS-1900HRS CONSIST: EXCHANGE COUNTER, VERTICAL HANGER BARS AND AILOR CABIN AND STEEL RACKS FOR F&B LINEN .
STAFFING: Deputy housekeeper (linen)
Linen Attendant (4) Function
Issuing of linen
Collection of soiled linen
Sending and receiving of linen from laundry
Distribution of linen as per daily requirement
Proper storing of linen
Linen inventory
CONTROL OF LINEN hh
Tailor (1)
Control of linen falls in three areas of activity: 1. Hygienic standard and appearance of linen. 2. Daily routine exchange of linen between floors and departments, linen room and laundry. 3. Purchase records, inventories, stock-taking and stocktaking records. Handling linen from purchase to use to laundering and storage before it is used again is a difficult task requiring much expertise as well as close supervision. Each system has its own merits and linen control must be balanced against saving time and wages/ money. Primarily, purchase records must be correctly maintained as they form the basis of stock taking. Daily records keep a track of linen on a day-to-day basis. It is also necessary to maintain a record of condemned linen and any remakes from these discarded items to provide a clear picture during stocktaking.
UNIFORM ROOM The uniform are made and issued to al the employees with the rest of casual labor and trainees using the standard spare maintained. The uniforms are tagged according to the employees token number all employees are provided with 3 sets issued every year. The uniforms are issued at the beginning of shifts and received in the linen trolleys at the end of the shifts. They are then sorted and sent to the laundry. The laundry sends them back and they are stored according to the type such as all chef coats together, all managers’ shirts together.
FUNCTIONS •
Issuing of uniforms
•
Collection of uniforms
•
Sending and receiving from laundry and storing
•
Distribution of uniform as per daily requirements.
•
Repairing the torn uniforms
REGISTER MAINTAINED ii
Staff uniforms register, Floor linen register, Store requisition ,book/purchase ,Requisition book ,Condemned uniforms register, Returnable, Non- Returnable gate pass book.
FLOWER ROOM The flower room is located in basement. it is run by four people a flower room manager and three attendants. The timings of the flower rooms are 08001700hrs. the flower room works in co ordination with the flower shop located in the lobby, which has two attendants. The flower rooms provided the flower the flower arrangement in the following places:
Banquets
Guest Room
Lobby
Restaurants
Room service
Managerial offices
In the flower room displays for the guest rooms and preparation of bud vases is done. While cleaning the room the room attendants places the bud vases in services area. The flower room attendant collects all these vases and places fresh ones in its place. It is the responsibility of the florist to prepare the flower displays for the special occasions like New Year, Christmas and also the arrival of the V.I.Ps.
FLOORS There are total of 390 guest rooms in the hotel. The rooms are distributed on six floors. Every floor is having smoking or non- smoking zone. Each floor is divided into wings A,B ,C and AB. The Hotel is in the ‘F’ Shape. Rooms can be categorized as follows:
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Single rooms
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King rooms
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Queen rooms
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Business Suits
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Deluxe Suite
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Presidential Suites
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Grand Club Rooms
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Spa rooms
ROOM ATTENDANTS WORK PROCEDURE
Reports to work signs and receives master keys, swipe card, pager, occupancy list and suppliers.
Maid Trolleys
Take over the pantry and sets the trolley as follows: •
•
•
•
1Garbage bag 1 Cleaning (1blue dusting cloth, 2 red dusters for bathroom, 2 white duster for glass, 2 brown for drinking glasses, 4 turkey dusters) All supplies (5 sets) Room linen(single & double sheets, pillow covers, towels, duvet cover)
Then he\she starts with rooms according to the occupancy slip giving preference in the order of Guest call Blocked rooms Occupied rooms Vacant rooms
ROOM CLEANING PROCEDURE
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Ring bell, wait or an answer and ring again to ensure guest is not there or for guest to answer.
Open room using key, hang the clean My room card on the knob, leave room open with doorstopper.
Draw curtains.
Check for laundry, service trays and lost and found.
Check if all lights and fitting are working, if not call desk and issue job order.
Remove all soiled linen and take pantry, throw down from the chute.
Clean bathroom.
Make bed.
Dust all surfaces.
Carry out cleaning schedule for the day such as cleaning of catwalks, wall marks etc.
Vacuum carpet
Wipe the floor(non-carpeted) , spray air freshener.
Check for all amenities
Remove tag, switch off light.
BED MAKING PROCEDURE 1. Pullout all soiled linens bed sheets 2 pillow covers 2. Spread bed sheet. 3. Spread duvet cover on duvet. 4. Place duvet cover and make evening fold if necessary otherwise duvet
must be pulled tightly under the mattress. 5. Put the pillows and place the pillow in its respective position.
BATHROOM CLEANING PROCEDURE I.
II.
Remove used supplies and replenish.
III.
Scrubs wash basin wash and wipe dry.
IV.
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Sprinkle W.C cleaning liquid in the bowl and cleaning in the bathtub and wash basin.
Wash and wipe dry.
V.
Scrub wash bowl seat tank flush wash seat and wipe.
VI.
Spray glass cleaning solution on mirrors and polish.
VII.
Wash floor and wipe dry.
VIII.
Spray room freshener.
AMENTIES IN THE GUEST ROOMS The room are thoughtfully designed furnished for a comfortable stays the following:
Wardrobe.
1 safety locker called
Dressing counter with large mirrors.
Mini bar Electrolux.
One luggage rack.
LCD 42”
Writing table and chair.
A sofa.
A coffee table.
Beds.
Besides table with light controls.
Lamp shades.
Long lamp shades beside the sofa.
Privacy switch.
Three telephones (one on writing tables ,one beside the bed and other in the bathroom).
CISA inside the wardrobe.
Samsung.
ISD line is available through room itself.
Bathroom is well equipped with:
One vanity unit
Bathtub
Shower
Wc
mm
Telephone
Walk-in wardrobe
Weigh machine
SUPPLIES PLACED IN THE ROOM ARE: ON THE WRITING TABLES 1.Lamp shades 2. Phone with ISD in line 3. Ash tray 4. Guest comment card 5. Scribbling pad 6.Pencil 7. Breakfast menu card 8.Sewing kit
On the Bed side tables: 1. Telephone 2. Guest welcome card 3. 1 pens 4. Alarm clock 5. News paper 6. 2 water bottles 7. 2 glasses
BATHROOM SUPPLIES : 2
Soaps (25gm & 41gm)
One
tray containing disposable bag , cotton swab , cotton balls ,shower
cap
1 shampoo
1
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Shower gel
1 conditioner
1 loofah
1
toilet roll
1
Sanitary bag
2
hand towels
2
face towels
2
bath towels
1
bath math
WARDROBE SUPPLIES:
6 Hangers
2 wardrobe
2 laundry bag with laundry list
Shoe mit
Carry bag
weighing machine
Luggage rack
PUBLIC AREAS The upkeep of the public area is also of as much importance as that of the guestroom. It area such as lobby, lifts banquet area, restaurants etc. the public area is supervised by the public area supervisor under whom the public area attendants work. Supervisor allots the duties at the beginning of each shift at the desk from where the attendants their keys and linen. Public area included: Lobby Reception Business centre front office manager cabin Night auditor cabin Lift landing area Banquet hall Restaurants
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GM office Rest rooms Book shop Corridors Reservation office Manager’s offices Poolside’s area
CO-ORDINATION OF HOUSE KEEPING DEPARTMENT WITH OTHERS DE PARTMENTS During the course of work, the house keeper comes in contact with the staff responsible for the other parts of the establishment and for smooth running of the hotel. There must be clear inter departmental co ordination. The other departmental with which the house keeping department, co ordination are as follows.
1. Front office Co operation here is particularly necessary because the work of the two departments is very closely aligned. The Housekeeper gets the departure rooms from the reception and in turn clears the ready rooms to reception. To know the exact status of all the rooms and for the better running of the hotel , co-ordination between reception and housekeeping is vital. Checks out rooms are checked by housekeeper and bell boys.
2. Maintenance In the course of a day , the house keeper finds many job order requiring attention ,such as leaking taps, W.C not working properly faulty electric plug A/C not working and so on .she should report these faults to the maintenance department as early as possible. If a good relationship exists between the two notifications of urgent will he meet with immediately. 3.
Restaurants Cooperation here is mainly concerned with exchange of linen for which a specific tie is allotted to each outlet. Cleanliness of the restaurants is also one of the responsibilities of the housekeeping department.
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4. Kitchen Co-operation here is mainly in the form of staff uniform, dusters etc. A goods relationship with the chef is to be maintained as it is an important aspect of staff welfare.
5 Security Co operation here is mainly concerned with prevention of fire and theft and the safe keeping of keys and property of the hotel. There are as many security hazard on the floors that liaison is particularly important and the Housekeeper co operation by endeavoring to see that her\his staff are aware of them.
6.
Purchase Co operation is particularly is important here since the housekeeper has to contact the purchase department for buying the items required by the department.
7. Personnel All staff comes under personnel department. The progress of each staff is taken note by the personnel department. Personnel department des appraisal of staff. Personal department organizes training programmes staff welfare is also taken care of.
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F & B PRODUCTION
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FOOD PRODUCTION
Food production is one of the major revenue producing departments of the Hotel it aids the food beverage service department. Though it does not come in contact with the guests directly they play an important role toiling behind the scenes. It is a highly labor oriented department as it requires hard work and skill. Cost control and portioning is an important aspect to be maintained by the chefs and this is audited and supervised by the corporate chef.
The food production units are divided into the two 1. Main Kitchen or Banquet Kitchen/Grand café Kitchen 2. Specialty Kitchens
The main or banquet kitchen comprises of the following Sub-kitchen counters.
ss
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Butchery
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Bakery
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Commissary
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Indian
•
Italian
The Grand New Delhi outlets have specialty kitchen where show kitchen is there and chef can cook in front of guest.
DEPARTMENT GOALS AND OBJECTIVES The main aim of the kitchen is to produce good food which means both quality and taste of the good are according to the guest’s taste which will earn good name for hotel, thus helping the outlets to have more business. Another aim is cost control and portion control. Cost control is trying to minimize the wastage, getting to decrease the good cost and earn maximum revenue.
STAFF HIERACHY Executive Chef Senior Sous Chef Sous Chef Chef de partie Commie Operational Trainee Apprentice
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JOB DESCRIPTIONS Executive Chef The executive chef is in charge of everything related to the Kitchen, including menu creation, staff and business management aspects. While the position requires extensive cooking experience and often involves actively cooking, the staff of benefit, it also involves a high level of management and business skills of the kitchen. They can also be referred to as the "chef" or "head chef". Although "head chef" may seem redundant, the word "chef" has come to be applied to any cook, kitchen helper or fast food operator, making the distinction necessary.
Responsibilities of Executive Chef: Full
supervision of kitchen brigade Kitchen staff recruitment and training Menu planning Supervision of inventory and stock control Maintaining budgetary targets Supervision of health & safety (HACCP)
Sous Chef The sous-chef de cuisine (Deputy-chef of the kitchen) is the direct assistant of the executive chef and is second in command. He may be responsible for scheduling, and filling in for the executive chef when he or she is off-duty. The Sous Chef will also fill in for or assist the chef de partie (line cooks) when needed. Smaller operations may not have a sous chef, while larger operations may have multiple. The term "sous-chef" is pronounced like "su chef". Some sous chefs act as an expeditor. This means that they serve as the liaison between the restaurant’s customers and its line cooks. They deal with complaints regarding food quality. They also are in charge of coordinating cooking so that the wait staff delivers all food to the customers in a timely fashion and so that everyone sitting at a table is served at the same time.
Responsibilities of Sous Chef: Supervising
the kitchen staff Preparing and cooking meals to order Demonstrating cooking techniques and proper equipment usage to the kitchen staff uu
Some
menu planning Some ordering of food and kitchen supplies
Chef de Partie A chef de partie, also known as a "station chef" or "line cook", is in charge of a particular area of production. In large kitchens, each station chef might have several cooks and/or assistants. In most kitchens however, the station chef is the only worker in that department. Line cooks are often divided into a hierarchy of their own, starting with "First Cook", then "Second Cook", and so on as needed.
Chef Saucier (sauce chef)
is responsible for all sautéed items and their sauce. This person prepares sauces, stews and hot hors d'oeuvres and sautés food to order. Although it Is the highest position of the station cooks, the saucier is still considered subordinate to the chef and the sous-chef.
Chef Entremetier prepares hot appetizers and often prepares the soups, vegetables, pastas and starches. In a full brigade system a potager would prepare soups and a legumier would prepare vegetables. Chef entremetier is also responsible for peeling and cutting vegetables.
Chef Garde Manger (Larder) is a French term meaning "keeping to eat" or "keeper of the food", refers to the task of preparing and presenting cold foods. These typically include such food items as salads, hors d'oeuvres, cold soups, aspics, and charcuterie. Larger restaurants and hotels may have the need for the garde manger to perform additional duties, such as creating decorative elements of buffet presentation like table arrangements and edible centerpieces made from materials such as ice, cheese, butter, salt dough or tallow. In most modern kitchens however, the garde manger is synonymous with pantry chef, having duties focusing on salads, soups, cold food items, and dessert platings. It is usually the entry-level line cook position within a restaurant.
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Chief Butcher is r esponsible for the preparation of meat. The butcher has the techniques of cutting, slicing and removing the bones from the meat.
Chef Poisonnier prepares fish dishes and often does all fish butchering as well as appropriate sauce. This station may be combined with the saucier position.
Chief Steward is responsible for the washing of dishes and cleanliness of the kitchen and looking for the good hygiene.
Pastry Chef (Pâtissier) is a station chef in a professional kitchen, skilled in the making of pastries, desserts, and other baked goods. The responsibilities of a pastry chef can include duties such as menu planning, costing, and ordering. Day-to-day operations can also require the pastry chef to research recipe concepts and develop and test new recipes. The pastry chef is often in charge of the dessert menu, which besides traditional desserts may include dessert wines, specialty dessert beverages, and gourmet cheese platters.
Chief Baker is responsible for the supervision of the baker staff as directed by the Pastry Chef Supervisor. Assists in the preparation and cooking of all bakery products, follow the HACCP procedures as set by the company.
Kitchen Assistants An apprentice or (commis) in larger kitchens would work under a chef de partie or station chef in order to learn the station's responsibilities and operation. o A communard would be in charge of preparing the meal for the staff during a shift. This meal is often referred to as staff or family meal. o The escuelerie-dishwasher is the keeper of dishes, having charge of dishes and keeping the kitchen clean. o
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BUTCHERY Shift timing :
0800
Equipment used ; mincing machine Electric cutter Electric sawing machine Tables Weighing machine Chopping machine
PROCEDURE AND FUNCTION They are responsible for the mise en place of non-vegetarian items for the entire kitchen. They receive an indent the previous night from all kitchens regarding their inventory requirement for the next day. The butchery then clubs together the entire various requirements and submits a total figure to the stores. The various cuts of fish as specified by the kitchen are done by the butchery. Deboning of lamb/mutton/fish and skinning and cutting of chicken is also the job of the butcher. The meat is weighed and wrapped in polythene bags before handling over. All chickens waste and beef waste is handed over to the continental kitchen where stocks are prepared . chicken comes cleaned and weigh around 700750gms. They are placed in large trays each containing 40 chickens and placed in the deep freeze unit needed .
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COMMISSARY Shift timing : 0800hrs -1700hrs Equipment used: vegetable washer Chopping machine Peeling machine Tables Knife The commissary suppliers various areas such as: 1. Banquet Kitchen 2. Cascade kitchen 3. Caraway kitchen Commissary is the where all vegetables are peeled then cuts and then stay further distributed to the respective department. Three walk In they are for commissary one for English vegetables and fruits. In second walk In Indian vegetables and fruits .third Walk In is for dairy store. They maintain all the walk In through FIFO (first in first out) system.
BAKERY Shift timing : morning - 0800-1700hrs Afternoon – 1200-2100hrs Evening - 0500-0000hrs Night
- 2200-0700hrs
It is one of the important area of the kitchen. Different types of cakes pastries, cookies chocolates are made in this section. The bakery section mainly caters for the cakes on buffet section of different restaurant and also the pastry shop situated at the lobby level. It is divided into three section :
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Pastry section
•
Baking section
•
Chocolate section
Equipment : 1. Deep freezer (-18) 2. Walk In 3. Oven 4. Multi storey oven 5. Kneading machine 6. Mixing machine 7. Micro wave oven 8. Proving chamber 9. Baking tray 10.
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Ingredients used in bakery 1. Flour 2. Sugar 3. Salt 4. Yeast 5. Fat 6. Water
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The basic steps in process of baking are
1. Proper weighing of ingredients 2. Mixing the Ingredients 3. Kneading: it is the most important step ,which aids in developing the gluten- induced elasticity of the dough .it distribute the g as bubbles produced by the yeast so the bread develops a lose even and smoother texture. 4.
Knock back: dough is punched down to knock out the air bubbles that have developed during the rising and enable even rising. The knocking back action also redistributes the yeast and the other ingredients evenly all through the dough
5.
Dividing and Scaling: this used so portion dough into pieces of the required weight.
6.
Shaping: divided pieces of the dough are shaped in the form of loaf or rolls. It should be done in a sparingly floured surface, handling the dough gently and placing it for final proving.
7.
Proving: process in which the yeast react o sugar and produce the carbon dioxide which increases the dough size to double the optimum temperature for proving is 32c
8.
Scoring: the process of giving marks on the top f the dough with a sharp knife blade or knife .
9.
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Baking: it involves cooking the moduled or shaped in an oven.
GRAND CAFÉ KITCHEN This the main kitchen of The Grand which mainly cater for the banquets and Caraway. Different section of the Grand café Kitchen are; 1. Continental section 2. Indian section 3. Chinese section 4. Garde manager INDIAN SECTION As the name suggest, this the section served the Indian cuisine. It mainly caters for the banquets function and also prepare some specific items for others kitchens for A la carte orders. It is divided into three parts: 1. Halwai 2. Tandoor 3. Curry
Halwai This part of Indian section prepare various hot and cold indain dessert and other Indian sacks like samosas, Gulab Jamun Rasgulla etc. for any banquet function dessert are prepared here. It also sends samosas, Gulab Jamun to the staff cafeteria on every Tuesday and Thursday. Common dessert prepared here are:
Kesari kulfi
Rabri
Rasmalai
Gulab Jamun
Rasgulla
Khoya
TANDOOR This part is responsible for making of tandoori items and breads for the banquet parties and a la carte orders. It is equipped with three coal Tandoor, a marble table. The different bread made at this section are. bb b
1. Roti 2. Naan 3. Lachha & pudina
Some other Tandoor delicacies are: a. Noori malai tikka b. Tandori chicken c. Chicken tiika d. Murg shashlic e. Kakoori kebab f. Reshmi kebab g. Khasta
Curry This part of the Indian section is responsible for making curries and gravies for the different dishes. It daily work starts with making gravy for items like khumb mater, Makhani gravy, dum ke jhenga gravy and biryani vegetable as well as non vegetable and boiled rice. All these gravies are prepared in advance and kept aside is served hot when guest order by giving final touches to it by putting all the necessary ingredients. It also prepare the vegetables for the day e.g. kurkuri Bhindi, Rasili lauki.
GARDE MANGER The Garde manager means the larder. This part of the kitchen prepares all sorts of cold items and caters mainly to the banquets parties. According to the party orders of the different salad, tarts, canapés are prepared and sometimes some canapés are also provided to the room services .the chefs and commis in this larder kitchen specialize in butter carving ,vegetables carving and ice carving and they are able to display their skills at several banquet functions. It opens from 080hrs till 0000hrs midnight. Every morning fresh fruit platters are sent for the Grand club floor lounge through room services. Also canapés are sent to the club floor for the Happy Hours. ccc
Walk In Since all the items which the grade manger kitchen deals with are perishables ,they have to b stored correctly to avoid wastage .hence such items are usually kept in a cool environment of walk in . the items kept here include:
Raw vegetables
Prepared salads
Canapés
Processed vegetables
Processed meat items
Sauces and dressing
Eggs butter
Carving.
KITCHEN MANAGEMENT To manage the kitchen, the executive Chef /chef de cuisine, should have a sound practical knowledge and have the ability to organize labor and delegate the responsibility to the staff who communicate well. The maintenance and cleaning of the machine in his responsibility. Labor saving automatic machines is replacing the manually operated ones. The people handling the machine should be able to follow the correct procedure of assembling, using and cleaning. Safety precaution should be observed. Certain factors such as budgeting contract portion contract cost contract, proper purchasing, contract of production and service, control of waste etc plays an important part in managing the kitchens.
FOOD AND BEVERAGE CONTROL Food control begins when the order are placed ,it ends when the ultimate cash taking are banked. The stores are placed close to the preparation area. Basic is a smooth flow from stores, to preparation to cooking ,to serve to the restaurant and then back to the wash up. So there is a need to provide storage spce that s appropriate to the size of the kitchen.
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The function of the stores is to receive check ,store carefully issue goods as required against the requisition properly authorized strict control must be exercised as it provides cost figures and assist in future budgeting. It is essential to check all incoming supplies for quality, weight and price. Supplies received should be promptly taken into stock, non perishables go into dry store, perishable items to e stored in cold rooms, freezers etc. Records should be kept to show the stock of each commodity received, issued and on the hand, with dates of receipt and issue so that any time the management can check the accuracy of the report. PURCHASE , RECEIVING AND STORAGE For any food based operation are purchase and receiving are many important part of the entire system. This is due to the reasons that if the goods were not purchased according to the specification, it would result in blocking or loss of money. Also if the purchased goods are not received properly and stored then also it would lead to a loss for the oragansition. For the purchase of the items, the executive chef writes a request to the purchase manager before acknowledging delivery of goods calls on the concerned chef for quality check. This then goes to the store, which receives the quantity depending upon, the food control sheet as given by the storekeeper on the previous day. The store then issues the items to the kitchen and butchery items after cleaning against the requisition made by the various kitchens. The butchery items are packed in the bags and are stamped for quaninty, date and name of items for the efficient use and follow up of FIFO technique.
FOOD STORAGE Food storage is any food “saved” to be eaten at a later time (Hours, days, or years). Storage includes food in the refrigerator or freezer, Vegetables in a garden or fruit on a tree, livestock, or food stored in a storage room. Management of this food is a vital part of food storage. Food is perishable even when stored properly under the most favorable circumstances and conditions. Proper storing and rotating food will preserve nutritional quality, eating quality, and eliminate waste. The main reason to store food should be to use it at a later date or convenient time. Properly stored foods and rotated foods will provide: Management
of resources (time, money, energy, skills, Foods, etc.)—providing self sufficiency.
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Preparedness
for time of need / want.
Foods are divided into storage they are:
three groups for the purpose of
Perishable foods include: meat, poultry, game, fish; dairy produce and fats; vegetables and fruit. Dry foods include: cereals, pulses, sugar, flour, etc.; bread, cakes; jams, pickles and other bottled foods; canned foods; cleaning materials. Frozen foods must be placed immediately into a deep freeze at a temperature of -2°C (28°F).
Vegetables:
Storage of Perishable Foods
Most fresh vegetables may be stored up to 5 days in the Refrigerator. Removing air (oxygen) from the package, storing the vegetables at 40°F refrigerated temperatures, and maintaining optimum humidity (95 to 100%) may extend shelf-life of fresh vegetables. o Always wrap or cover fresh leafy vegetables in moisture-proof bags to retain product moisture and prevent wilting. Root vegetables (potatoes, sweet potatoes, onions, etc.) and squashes, o eggplant, and rutabagas should be stored in a cool, well-ventilated place between 50°F and 60°F. o Tomatoes continue to ripen after harvesting and should be stored at room temperature. Removing the tops of carrots, radishes, and beets prior to refrigerator o storage will reduce loss of moisture and extend shelf-life. Palatability of corn diminishes during cold storage due to elevated starch o content. Corn and peas should be stored in a ventilated container. Lettuce should be rinsed under cold running water, drained, packaged in o plastic bags, and refrigerated. Proper storage of fresh vegetables will maintain quality and nutritive value. o Canned vegetables can be stored in a cool, dry area below 85°F (optimum 50°F to 70°F) for up to one year. After one year, canned vegetables may still be consumed. However, overall quality and nutritional value may have diminished. Discard badly dented, swollen, and/or rusty cans. o
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Fruit: Store fresh fruit in the refrigerator or in a cold area to extend shelf-life. Reduce loss of moisture from fresh fruit by using, covered containers. Always store fresh fruit in a separate storage area in the refrigerator, since fresh fruits maycontaminate or absorb odors from other foods. Prior toconsumption, rinse fresh fruits and vegetables under coldrunning water to remove possible pesticide residues, soil, and/or bacteria. Peeling, followed by washing of fresh fruits and vegetables, is also very efficient in removing residues. o
Ripe eating apples should be stored separately from other foods in the refrigerator and eaten within one month. Apples stored at room temperature will soften rapidly within a few days. Remember to remove apples that are bruised or decayed prior to storage in the refrigerator. Do not wash apples prior to storage. o
Green pears and apricots should be ripened at room temperature and then stored in the refrigerator. Expect a 5day refrigerated shelf-life for these fruits. o
Unripe peaches may be ripened at room temperature and eaten after 2 days. Store ripe peaches in the refrigerator but consume at room temperature. o
Grapes and plums should be stored in the refrigerator and eaten fresh within 5 days of purchase. Store unwashed grapes separately from other foods in the refrigerator and wash prior to consumption. o
Ripe strawberries can be stored in the refrigerator separately from other foods for approximately 3 days. Strawberries should be washed and stemmed prior to consumption. o
Citrus fruits, such as lemons, limes, and ripened oranges, can be stored in the refrigerator for 2 weeks. Grapefruit may be stored at a slightly higher temperature of 50°F. o
Melons, such as the honeydew melon, cantaloupe, and watermelon, may be ripened at room temperature for 2, 3, and 7 days, respectively. Store ripe melons in the refrigerator. o
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Avocados and bananas should be ripened at room temperature for 3 to 5 days. Never store unripe bananas in the refrigerator, since cold temperatures will cause the bananas to rapidly darken. o
Canned fruit and fruit juices may be stored in a cool, dry place below 85°F (optimum 50°F to 70°F) for one year. As with canned vegetables, badly dented, bulging, rusty, or leaky cans should be discarded. Dried fruits have a long shelf-life because moisture has been removed from the product. o
Dairy Products: The shelf-life of fluid milk stored in the refrigerator (<40°F) will range from 8 to 20 days depending upon the date of manufacture and storage conditions in the grocers shelf. Milk is a very nutritious and highly perishable food. Milk should never be left at room temperature and always capped or closed during refrigerator storage. Freezing milk is not recommended, since the thawed milk easily separates and is susceptible to development of off-flavors. o
Dry powder milk may be stored at cool temperatures (50°F to 60°F) in airtight containers for one year. Opened containers of dry milk, especially whole milk products, should be stored at cold temperatures to reduce offflavors. Handle reconstituted milk like fluid milk and store at refrigeration temperatures if not used immediately. o
Canned evaporated milk and sweetened condensed milk may be stored at room temperature for 12 to 23 months. Refrigerate opened canned milk and consume within 8 to 20 days. o
Natural and processed cheese should be kept tightly packaged in moistureresistant wrappers and stored below 40°F. Surface mold growth on hard natural cheese may be removed with a clean knife and discarded. Rewrap cheese to prevent moisture loss. Presence of mold growth in processed cheese, semi-soft cheese, and cottage cheese is an indicator of spoilage and thus these foods should be discarded. o
Store commercial ice cream at temperatures below 0°F. Expected shelf-life of commercial ice cream is approximately 2 months before quality deteriotes. Immediately return opened ice cream to the freezer to prevent loss of moisture and development of ice crystals. Store ice cream at constant freezer temperatures to slow growth of ice crystals. o
Meats, Poultry, Fish and Eggs hh h
Meat, poultry, fish, and eggs are highly perishable and potentially hazardous due to their high moisture and high protein content. Generally, fresh cuts of meat contain spoilage bacteria on the surface that will grow, produce slime, and cause spoilage after 3 days of refrigerator storage in oxygen-permeable packaging film. Ground meat products are more susceptible to spoilage due to possible contamination during manufacturing process and increased surface area of the product. Bacteria in ground meats are distributed throughout, providing rapid growth in the presence of air. Ground meats should be stored on the lower shelf of the refrigerator and used within 24 hours of purchase. Refrigerator storage slows bacterial growth; however, the product will eventually spoil. Optimum storage temperature of refrigerated meats, including ground beef, is 33°F to 36°F. Freezing inhibits the growth of bacteria. Whole cuts of meat may be stored in the freezer ranging from 4 to 12 months, whereas ground meat may be stored for 3 to 4 months. For maximum storage, wrap meats in moisture-proof, gas impermeable packaging to prevent freezer burn. o
Cured meats, such as bacon, should be stored in their original packaging in the refrigerator. Cured meats have a tendency to become rancid when exposed to air. Therefore, rewrap cured meats after opening the package. Expect approximately a 1-week shelf-life for cured meats. Vacuum packaging (removal of air) and modified atmospheric packaging (partial removal of air) extends shelf-life of meats and meat products (i.e. luncheon meats). The shelflife of vacuum-packaged meats and gas-flushed meats is 14 days and 7 to 12 days, respectively. o
Poultry should be prepared within 24 hours of purchase or stored in the freezer. Poultry may be stored in the freezer (0°F) for 12 months. Thaw poultry in the refrigerator, under cold running water, or in the microwave. Cook poultry parts (i.e. breast and roast) and whole poultry to an internal temperature of 170°F, and 180°F, respectively. Leftovers stored in the refrigerator should be consumed within 3 days and reheated to 165°F prior to consumption. Poultry broth and gravy should not be stored more than 2 days in the refrigerator and reheated to a full boil (212°F) before consuming. o
Fresh fish, shrimp, and crab stored in the refrigerator (slightly above 32°F) should be consumed within 1 to 2 days. Never store fresh fish in water due to leaching of nutrients, flavor, and pigments. Frozen fresh lean fish and seafood (except shrimp) may be stored for 3 to 6 months at 0°F. Shrimp may be stored for 12 months at 0°F. o
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Eggs should be purchased refrigerated and stored in the refrigerator (33°F to 37°F) in their original carton. Storage of eggs in the original carton reduces absorption of odors and flavors from other foods stored in the refrigerator. Use eggs within 3 to 5 weeks of the "pack date" listed on the carton (1 to 365 representing pack date day within the year). Leftover egg yolks and egg whites may be stored in the refrigerator covered for 2 and 4 days, respectively. Cover egg yolks with water. Hard-boiled eggs may be stored in the refrigerator for 1 week, whereas pasteurized liquid eggs may be stored in the refrigerator for 10 days. Egg whites and pasteurized eggs may be stored at freezer temperatures for one year. Shell eggs should never be stored in the freezer. Dried eggs may be stored in tightly closed containers in the refrigerator for one year. o
Storage of Dry Foods Breads, Cereals, Flour and Rice: Bread should be stored in the original package at room temperature and used within 5 to 7 days. However, bread stored in the refrigerator will have a longer shelf-life due to delayed mold growth and may be firmer. Expect a 2- to 3- month shelf-life of bread stored in the freezer. Refrigerate cream style bakery goods containing eggs, cream cheese, whipped cream and/or custards for no longer than 3 days. o
Cereals may be stored at room temperature in tightly closed containers to keep out moisture and insects. Whole wheat flour may be stored in the refrigerator or freezer to retard rancidity of the natural oils. o
Store raw white rice in tightly closed containers at room temperature and use within one year. Brown and wild rice stored at room temperature will have a shorter shelf-life (6 months) due to the oil becoming rancid. Shelf-life of raw white and brown rice may be extended by refrigeration. Cooked rice may be stored in the refrigerator for 6 to 7 days or in the freezer for 6 months. o
Water: Commercial bottled water has an extended shelf-life of one to two years due to extensive water treatment (filtration, demineralization, and ozonation) and strict environmental controls during manufacturing and packaging. Bottled water should be stored in a cool, dry place in the absence of sunlight. Household tap water has a limited shelf-life of only a few days due to the growth of microorganisms during storage. Therefore, consumers should purchase bottled water if planning to store water for extended periods o
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Storage of Dairy Foods Frozen Dairy Products: When purchasing ice cream and other frozen desserts at the store, make sure they are frozen solid and that the container is not sticky or frosted which indicates it has partially thawed at some point. Request that the ice cream be placed in an insulated bag or be double bagged to reduce melting on the way home. o
Ice cream may be stored unopened for up to two months at 0 °F or below. However, if it is to be stored for longer than one month, it is best to over-wrap the original container with freezer paper or wrap. o
Once the container has been opened, place saran wrap over the surface of the ice cream to minimize the development of large ice crystals and the loss of its creamy texture. Use ice cream within seven to ten days for best quality. Each time the ice cream is removed from the freezer, and the surface begins to thaw, the ice cream loses quality. If ice cream or other frozen dairy products thaw completely, they should be discarded because of the danger of bacterial growth. o
Nondairy Dessert Toppings:
Nondairy dessert toppings are made from vegetable oils, but may also contain some milk products. The frozen toppings may be stored for up to one year in the freezer, or thawed and kept in the refrigerator for up to two weeks. Do not freeze dessert toppings in aerosol cans. Store the cans in the refrigerator for a maximum of two to three months. o
21.5 STORAGE GUIDELINES For best results in maintaining product quality, practice the rule, First In, First Out (FIFO). This means the oldest products should be used first and the newest products later. A good practice is to place the newly purchased products in back of the same products already on the shelf. Follow recommended storage times for the refrigerator, freezer and pantry:
Freezer: Keep freezer temperature at or below 0 °F. A good indication of proper temperature is that ice cream will be frozen solid. o
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Use moisture-proof, freezer-weight wrap. Examples are foil, freezer bags and freezer paper. Label and date all packages. o
Food stored beyond the recommended time will be safe to eat, but eating quality (flavor and texture) and nutritive value may be reduced. o Keep an inventory of freezer contents. o
Refrigerator: Use a thermometer to check temperature; it must be between 34 °F and 40 °F at all times. Avoid frequently opening the refrigerator door, especially in hot weather. o
Wrapping perishable food prevents the loss of flavor and the mixing of flavor and odors resulting in, for example, onion flavored milk. o Raw meat and poultry should be wrapped securely so that they do not leak and contaminate other foods. Place the store packages in a plastic bag or place the package on a plate to contain any juices. Clean up leaks with warm soapy water and sanitize with a solution of 1 teaspoon chlorine bleach to 1 quart water. o
Cooked meats and leftovers should be tightly wrapped to prevent leakage and drying out. o
Pantry:
Storage cabinets should be cool and dry. Storage areas near oven ranges, hot water pipes or heating ducts should not be used because heat and moisture can cause a food to lose its quality more rapidly. o Insect infestation can occur in any home. Susceptible foods include cereals, flour, seeds, baking mixes, spices, candy, dried fruits and dry pet foods. Avoid purchasing damaged packages of foods and keep cupboard shelves clean. Storing food in tightly sealed glass, metal or rigid plastic containers may help. o
Pantry foods will probably be safe beyond recommended storage time, but eating quality (flavor and texture) and nutritive value may be reduced. o
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F&B Service
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Introduction
Hospitality is probably the most diverse but specialized industry in the world. It is certainly one of the largest, employing millions of people in a bewildering array of jobs around the globe. Sectors range from the glamorous five-star resort to the less fashionable, but arguably more specialised, institutional areas such as hospitals, industrial outfits, schools and colleges. Yet of these many different sectors, catering has to be the most challenging. Whatever the size of the catering operation, the variety of opportunities available is endless. The food service industry encompasses those places, institutions and companies that provide meals eaten away from home. This industry includes restaurants, schools and hospital cafeterias, catering operations, and many other formats, including ‘on-premises’ and ‘off-premises’ caterings. Catering is a multifaceted segment of the food service industry. There is a niche for all types of catering businesses within the segment of catering. The food service industry is divided into three general classifications: commercial segment, noncommercial segment, and military segment. Catering management may be defined as the task of planning, organizing, controlling a n d executing. Each activity influences the preparation and delivery of food, beverage, and related services at a competitive, yet profitable price. These activities work together to meet and exceed the customer’s perception of value for his money. nn n
A restaurant is an establishment that serves the customers with prepared food and beverages to order, to be consumed on the premises. The term covers a multiplicity of venues and a diversity of styles of cuisine. Restaurants are sometimes also a feature of a larger complex, typically a hotel, where the dining amenities are provided for the convenience of the residents and for the hotel to maximize their potential revenue. Such restaurants are often open to non-residents also. Restaurants often specialize in certain types of food or present a certain unifying, and often entertaining, theme. For example, there are seafood restaurants, vegetarian restaurants or ethnic restaurants. Generally speaking, restaurants selling "local" food are simply called restaurants, while restaurants selling food of foreign origin are called accordingly, for example, a Chinese restaurant and a French restaurant. Depending on local customs and the policy of the establishment, restaurants may or may not serve alcoholic beverages. Restaurants are often prohibited from selling alcohol without a meal by alcohol sale laws; such sale is considered to be activity for bars, which are meant to have more severe restrictions. Some restaurants are licensed to serve alcohol (‘fully licensed’), and / or permit customers to ‘bring your own’ alcohol.
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STAFF ORGANISATION
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Role of the Managers Food and Beverage Manager The food and beverage manager is the head of the food and beverage service department, and is responsible for its administrative and operational work. Food and Beverage Managers direct, plan and control all aspects of food and beverage services. Food and Beverage Managers require excellent sales and customer service skills, proven human resource management skills, and good communication and leadership skills. Desired knowledge for this position includes knowledge of the products, services, sector, industry and local area, and knowledge of relevant legislation and regulations, as well. Hence it is said that food and beverage manager is a Jack-of-all-trades, as the job covers a wide variety of duties. In general, food and beverage manager is responsible for:
i) Budgeting
The food and beverage manager is responsible for preparing the budget for the department. He should ensure that each outlet in the department achieves the estimated profit margins.
ii) Compiling New Menus and Wine Lists
In consultation with the chef, and based on the availability of ingredients and prevailing trends, the food and beverage manager should update and if necessary, compile new menus. New and updated wine lists should also be introduced regularly.
iii) Quality Control
The food and beverage manager should ensure quality control in terms of efficiency in all service areas, by ascertaining that the staffs are adequately trained in keeping with the standards of the unit.
iv) Manpower Development
The food and beverage manager is responsible for recruitment, promotions, transfers and dismissals in the department. He should hold regular meetings with section heads, to ensure that both routine as well as projected activities of the department go on as planned. He must also give training, motivate and effectively control staff.
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Assistant Food and Beverage Manager The assistant food and beverage manager assists the food and beverage manager in running the department by being more involved in the actual day-to-day operations. This position exists only in large organisations. An assistant food and beverage manager's job includes: i) Assisting section heads during busy periods. ii) Taking charge of an outlet, when an outlet manager is on leave. iii) Setting duty schedules for all the outlet managers and monitoring their performance. iv) Running the department independently in the absence of the food and beverage manager.
Restaurant Manager Restaurant Manager is responsible for directing and supervising all activities pertaining to employee relation, food production, sanitation, guest service and operating profits. The restaurant manager is either the coffee shop manager, bar manager or the specialist restaurant manager. The restaurant manager reports directly to the food and beverage manager and has overall responsibility for the organisation and administration of a par ticular outlet or a section of the food and beverage service department. The restaurant manager's job includes: i) Setting and monitoring the standards of service in the outlets. ii) Administrative duties such as setting duty charts, granting leave, monitoring staff positions, recommending staff promotions and handling issues relating to discipline. iii) Training the staff by conducting a daily briefing in the outlet. iv) Playing a vital role in public relations, meeting guests in the outlets and attending to guest complaints, if any. v) Formulating the sales and expenditure budget for the outlet. vi) Planning food festivals to increase the revenue and organising advertisement campaign of the outlet along with the chef and the food and beverage manager.
Room Service Manager The room service manager reports directly to the food and beverage manager and is responsible for the room service outlet.
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The room service manager checks that the service rendered to the guests conforms to the standards set by the hotel. He also monitors all operational aspects of the outlet such as service, billing, duty charts, leave and absenteeism, in addition to attending to guest complaints regarding food and service. The room service manager is also in charge of the sales and expenditure budget. The room service is most liable to have problems. The room service manager should ensure coordination among the room service order taker, the captain and the waiter. It is necessary for the room service manager to be present in the outlet during peak hours to interact with other departments of the hotel and to take regular momentums of all the equipment used In the event of the hotel offering valet service and the room service manager takes charge of that service as well .
Bar Manager
Bar Manager organises and controls a bar's operations. A bar manager arranges the purchase and pricing of beverages according to budget; selects, trains and supervises bar staff; maintains records of stock levels and financial transactions; makes sure bar staff follow liquor laws and regulations; and checks on customer satisfaction and preferences. The bar manager should have good interpersonal skills and good memory. He must be efficient and speedy, must enjoy working with people. He should have good cash-handling skills.
Banquet Manager The banquet manager supervises the banquet operations, sets up break-down service according to the standards established by the hotel. He co-ordinates the banquet service in conjunction with other departments involved and prepares weekly schedules for the banquet personnel. From the time the bookings are done till the guest settles the bill, the banquet manager is in charge of all aspects of banquet and conference operations. He supervises the work of the banquet sales assistants, who do the banquet bookings and the captains and waiters who perform the food and beverage service activities under his guidance. He is responsible for organising everything right down to the finest detail. The banquet manager projects the budget of the banquets, and works in close coordination with the chef in preparing menus. He is responsible for making an inventory of all the banquet equipment and maintaining a balance between revenue and expenditure. Banquet managers may also be designated as assistant managers in the food and beverage service department. sss
OUTLET OF THE GRAND NEW DELHI The Grand New Delhi features exciting restaurants and lounges that are stylishly designed contemporary in ambience and serve innovative cuisine and beverages. All restaurants feature innovative show kitchen and allow for an interactive dining experience.
CARAWAY Caraway-
offers the authenticity of Indian cuisine especially the kebabs innovatively prepared and presented through three open Tandoors inside the restaurant which allows guest to experience the rich flavored aromas of this distinct North Indian style of cooking. Located directly off the lobby it has 102 covers and open between 12-3 pm and 7pm – 12 midnight
CRYSTAL LOUNGE Crystal Lounge - Located in the lobby of the hotel with a panoramic view of cascading waters in the backdrop and live piano music playing, the Crystal Lounge is a perfect venue for an invigorating breakfast, high tea or even cocktails at a later hour. It is ideal for guest to relax, the lounge provides live piano music for entertainment and serves exciting cocktails and Indian savories.
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Adjacent to the main reception area, crystal lounge has a seating capacity for 74 persons. Operating 9am- 11 pm, it is the perfect place for the guest to unwind or meet other people. Guest can enjoy a wide selection of beverage. Tea amidst amidst a magnif magnifice icent nt surrou surroundi nding ng with with specta spectacul cular ar view view of the lobby lobby atrium and a cascading water feature pianist is in attendance during evening.
G-BAR G Bar - One of the newest additions to the city’s bar scene, G Bar with its cont contem empo pora rary ry déco décor, r, invi inviti ting ng ambi ambian ance ce,, ecle eclect ctic ic musi music, c, alon along g with with an exte extensi nsive ve sele select ctio ion n of drin drinks ks and and tapa tapas s menu menu-- with with an array array of delic delicio ious us appetizers and snacks, is the place to relax and unwind. Located in the main lobby of the hotel ,this bar offer a superb selection of whiskey with single malt beingits signature item. Classic cocktails, alcoholic and non alcoholic beverages,local and imported beers and wines and preium selection of cigar are also available. This contemporary designed bar have seating capacity of 3 people. Operating hours 12noon to midnight. And has 71 covers.
CASCADE Cascades –
The 3 Cuisine restaurants serves a selection of mouthwatering Continental, Indian and Pan Asian delights. The total seating capacity of 174 and operates for 24 hrs.
WOK TOK Wok Tok-
the pulsating , energetic and exhilarating eatery that gives the direct impression of being in the centre of the culinary excitement of the steaming ,frying and tossing of the freshest ingredients and pan Asian cuisine(61covers).
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BANQUETS
Banquet Banquets s are specia speciall functi functions ons organiz organized ed for profess profession ional, al, social social or state state occasions. Banqueting is the service for these functions and is different from the usual service offered in restaurants. Normally such functions are organized when when the the numb numbers ers of peop people le invo involv lved ed are are fift fiftee een n or more more.. The The types types of functions normally are:
Professional Luncheons Company, Clubs. Conferences National or international, Seminars, Training Courses. Meetings Board Meetings, Press, Professional Associates, Dealers. Exhibitions Painting, Sculpture, Fabric, Books, Sales, etc.
Social Dinners Old Boys Association, Company annual days. Wedding receptions Cocktail parties Fashion shows Recitals vvv
Coffee parties Balls State Dinners Intra-Government and Inter-government parties for Heads of States. National Days. In the set-up the Banquet Manager is over0all in-charge of administration, dealing with guests and coordinating all arrangements. The supervisor coordinates the implementation of function arrangements and controls staff job allocation allocation.. The Waiters Waiters and Assistant Assistant Waiters make the actual arrangements arrangements and do the service. The banquet departments normally have a skeleton staff and employ casual staff for functions. functions. The banquet banquet representati representative ve prepares prepares a sales kit of brochures. The representative is often present in functions to ensure that guests are satisfied with the arrangements. The secretary handles all correspondence and filing and often takes bookings on the phone. With 30,000 square feet of versatile meeting and banquet space, the Grand Ballroom is one of the largest pillars less banqueting facilities in the city, a much sought after destination for all kinds of Incentive, Social andCorporate events. Equipped with all modern business and communication facilities, The Grand Ballroom can host a diverse range of functions from corporate events, product launches to gala celebrations for up to 800 people. A foyer area completes this experience offering guests a wide range of culinary stations to indulge their taste buds. A picturesque outdoor terrace terr ace adjoining The Grand Ballroom with a capacity to accommodate 2000 guests is an ideal venue to host a grand celebration, receptions or weddings with an outdoor flair. To accommodate small conferences and meetings, the hotel offers 2 Board Rooms, 3 Conference rooms and the ballroom which can be further divided into five sections. Our team of professional staff ensures ensur es the highest quality of service excellence to create a memorable event. The Grand Ballroom has a separate grand entrance for easy and direct access into the ballroom and ample car parking par king facilities enhance the expediency for all invited guests.
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The GRAND SPA OASIS
Spa Oasis at The Grand invites guests to indulge in a number of pampering treatments designed to relax and rejuvenate. Imagine being suspended in pure tranquility at our spa, where muscle tension and the mind's concerns simply melt away to a languid, blissful state. Whether a weary business executive in need of stress relief or a leisure traveler wishing to enhance their holiday experience, the magnificently situated Spa Oasis is a welcome and restful retreat. Spread over an area of 13,000 square feet, it is equipped with eight spacious treatment rooms and takes pride in offering a holistic treatment facility. Spa Oasis also includes the Beauty Salon, Gymnasium, Swimming pool and Jacuzzi.
BODY TREATMENTS
Re-energize and renew both mind &body with variety of treatment that detoxify and hydrate. •
Ayurvedic therapies
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Massage therapies
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Body scrubs
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Body wraps
FITNESS Utilizing advance scientific knowledge and clinically proven methods of assessment, you will achieve, a state of physical and mental balance. Highly qualified practitioner to interpret your results and work with you to create a personalized program to help discover. A Grand new you. Our state of art fitness studio offers: •
15 cardio vascular station
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14 strength training station
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Comprehensive free weight
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Fitness evaluation and personal training.
BEAUTY An array of beauty treatment focus on cleaning and nourishing, leaving your skin soft smooth and revitalized. •
Facials
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Hair dressing
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Waxing
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Foot care
WELLNESS Enjoy the wonder of correct breathing, techniques ,stretching .these and many more activities will revive you. Nutrition planning at spa oasis is designed to help you live a happier and fulfilling life. •
YOGA
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RELAXTION
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MEDITATION
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TAI CHI
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REIKI
VITALITY Indoors, enjoy the sauna, steam room. Outdoor adult and kiddies swimming pool, turf tennis courts and power walking on jogging track
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