CHAPTER 1
Introduction to tourism and hotel industry
TOURISM INDUSTRY
Tourism today is one of the world’s fastest growing industries. It earns over $ 3.5 million (US) world wide, generated by over 500 million international travellers rising to 660 Million by 2000. Even though it has probably the worlds highest potential, Indian’s share continue to be 0.37% and the receipts are 0.5% of the world receipts.
Tourist is presently India’s third largest Export Industry after gem and jewelers and readymade garments. The foreign exchange earning from tourism during 1996-97 was Rs. 104.186. During the same period 1.4 million tourists arrived in India and over 100 million domesti dom esticc tourist touristss visited visited differ different ent parts parts of the country country enjoyin enjoying g the divers diversee cultur cultural al heritage of India.
For promoting domestic tourism there are 21 field offices in the country. Similarly, there are 18 overseas tourist offices covering 135 countries. DEFINITION OF HOTEL
Hotel or Inn is defined in British Law as a place where bonafide traveller can receive food and shelter provided, he is in a position to pay it and condition to be received.
The main role of the hotel industry is to give the guest a quality service and make him feel at home that’s why this industry is also called as the Hospitality Industry. Industry. A hotel is also defined as a “home away from home.”
HOTELS AND TOURISM
It has has been been right rightly ly said said “no “no ho hotel tel no touri tourism sm”. ”. Hotel Hotel indus industr try y is close closely ly linked linked with with tourism industry so that about 50% of the foreign exchange are tourism. The expansion of tourism will inevitably about the development hotel industry. Thus hotel have major contribution to take towards tourists trade and enterprises. It is not enough to have frequent accommodation. It is necessary to have hotels at various places.
Modern hotel industry is a exact service demanding the right qualification, most of all host, the very word hotel is derived from ‘host’. Many hospitality ‘in most
countries a hotel is defined as a public establishment offering travellers, against payment two basic service accommodates and catering.
INTRODUCTION TO TOURISM AND HOTEL INDUSTRY
Man’s search for food and shelter and his curiosity for things around him gave birth to travel and this led to tourism. Tourism is the activities of tourists and those who deal with them them.. To Tour urism ism is a mean meanss of educ educati ationa onall and and cult cultur ural al excha exchange nge.. It is an exce excelle llent nt instrument for the promotion of international integration and international understanding, friendship and peace. The growth of tourism is closely related to the ease and speed of travel economic growth and political development.
It is difficult to classify the various type of accommodation as from the outset different terms have been used to indicate the one and it function namely that of accommodation in broad sense of the term. It is not positive to give a rigid definition.
According To The Aim Sought: -
On the basis of type of useful
On the basis as type of property
On the basis of duration when open
On the basis comfort & price
On the basis of special object of the establishment
On the basis of geographical location
On the basis of construction
On the basis of size / volume expressed in the number of places or rooms
HOTEL INDUSTRY
Firms or establishment which produces same goods or services are classified as belonging to same same industry. Likewise group firms which provide food, drinks and accommodation way from home is called Catering Industry.
The Hotel Industry is made of several hotels. Catering and other services services establishments
proprietorship, partnership, pvt. or public companies. Indian Economy and Hotel Industry. Industry. Hotels are are apart apart of an an increasingl increasingly y significant significant setouts setouts of an economy. economy. The government policies shows the importance
of your Hotel Industry and its contribution towards the achievements of Government Economic Objectives.
India is a vast country rich in its natural natural resources and lended with so many cultures and religio religions ns offer offer attractive attractive Tourists Tourists Spots and Histori Historical cal Places. Places. And then people people also seeking seeking more leisure leisure and pleasu pleasure. re. Due to improv improved ed facilitie facilitiess of transport transportatio ation n and communication communication people would like like to travel travel and stay in Hotel.
Thus giving giving scope scope for
development of Hotel Industry.
The features of Hotel Industry from other Service Industries :-
1.
Its product is intangible.
2.
Its p prroduct is is n no on tr transportable.
3.
Its pr product is pe perishable in li life.
4.
Demand fo for its pr product is is de derived.
5.
Deman Demand d for for its its serv service icess is no nott subj subjec ecte ted d to low low of dimini diminish shing ing marg margin inal al util utilit ity. y.
Functions :-
The basic functions of Hotel are different from that of any other Hotels which can be grouped. Under four functions :-
1.
Providin ding leaving accommod odaation ion.
2.
Prov Provid idin ing g Foo Food, d, Drin Drink k etc etc.. for for the the imm immed edia iate te cons consum umpt ptio ion. n.
3.
Tran Transp spor orta tati tion on,, Recr Recrea eati tion onal al and and Ent Enter erta tain inme ment nt fac facil ilit itie ies. s.
4.
Any othe otherr func functio tions ns inc incide ident ntal al or or anci ancill llar ary y to the these se acti activit vitie iess such such as as Auto Auto Ren Rental tals, s, Airline Ticketing, Tour Reservation etc.
NATURE AND CHARACTERISTICS OF HOTEL
A Hotel is is fixed in mobile installati installation. on. It’s product product can can not move to the customer customer.. It is unique that the customer enters the boundary and consumes the product with in it. Unlike a factory or plant never permits its customers to enter its boundary. May be for visiting visiting only. only. A store or shop does permit permit but the custome customerr pretend pretend with tangible tangible product. Hotel Clientele returns with intangible memory and some feeling of satisfaction or dissatisfaction.
IMPORTANCE AND SIGNIFICANCE OF HOTEL INDUSTRY
Tourism is currently currently the largest largest generator generator of the Foreign Exchange Exchange for India. It fetch 3000 300 0 Crores Crores from Foreign Foreign Exchange Exchange in 1996. 1996. Touris Tourism m Industr Industry y provide providess direct direct and indirect employment to nearly 130 million people. The Tourism Industry cannot succeed unless the infrastructure facilities are created of the
infr infrast astru ruct ctur uree faci facilit litie iess nece necessa ssary ry for for the the To Tour urism ism Indus Industr try, y, the the mo most st impor importan tantt is availability of Hotel accommodation.
The number of Hotels approved by the Department of Tourism in 1987 is 647 Hotel with 42415 Rooms. Rooms. An addition of 288 288 new Hotels with with 19605 Rooms are are planned to take take care off the increased demand for Hotel accommodation. Thus, there is a lot of demand for Hotel and Catering Industry in India.
The Hotel Industry in India is creator of employment provisional for skilled and semiskilled labour labour which is quite large in Industry. Industry. As regards regards direct employment employment alone it is estimated that every single room requires 3 direct employees. Apart from these there are are indirect indirect employees employees also. There are good no. of workers engaged engaged in ancillary industries industries which supply goods and services to Hotel Industry. Such as air-conditioning lifts, kitchen equi equipm pmen ent, t, wash washin ing, g, laun laundr dry, y, line linen n and and furn furnis ishi hing ng,, croc crocke kery ry etc. etc. whic which h offe offer r approximately 9 employees for a single room.
The Industry encourages any substantial investments in shops and arcades. In each of the Hotels. This provides the large no. of opportunities for self employment also. Hotels have direct impact on rural development development particularly particularly during constructional constructional stage, lot of rural unemployed get employment. Also these Hotel Industry Industry uses and encourages Cottage Industries handle Loom Industries, Carpets, Handicrafts etc.
HISTORY OF HOTELS
The concept concept of traveling traveling and and halting halting overnight overnight on the way way is is aged aged old
one. But during during
16th and 17th Centuries Hotels in India were owned and operated by British’s and Swiss families. Namely for their own use or for Foreign
visitors.
TAJ GROUP
In 1903, Jamshedji Tata opened, the Taj Mahal Mahal Hotel in Mumbai. It was completed at the cost of 5 lakhs pounds. pounds. It is located opposite opposite side of Bombay Bombay Harbour Harbour and Gateway of India. It is one of the largest Hotel in India. It is considered one of the top ten Hotels of the world. Today there are many Hotels in Taj Groups all over India. SPENCERS
In 1903, Spencers Spencers Hotel, Hotel, Calcutta Calcutta was started started with capital of 3 lakh pounds. pounds. In 1912, Spencers expanded their Hotels by opening of Bangalore called West-End Hotel. At Kochi Kochi called Malabar Malabar Hotel and also at Trivandrum Trivandrum called called Mascot Hotel. Hotel. In 1923, Grand Hotel at Bombay was opened. In 1943, Savoy Hotel at Ooty.
THE RITZ CHAIN
The Ritz Chain had a good contribution in the development of Hotel Industry in India. The Ritz are located in Bombay, Calcutta, Hyderabad
etc. Bombay Ritz specializes in
Italian Italian food. food. The Ritz Ritz Hotel, Hotel, Hyderab Hyderabad ad is a Nawab’s Nawab’s Palace Palace.. They They offered offered a warm warm hospitality and efficient service.
OTHERS
In the north north we have splen splendin ding g chai chains ns of firs firstt clas classs Hote Hotels. ls.
Most Mo st of these these were were
established by associated Hotels of India Ltd. Oberoi brought a controlling interest in the associated hotels of India. Another who entered into the field was Roy Bahadur, opened a chain of hotels in India and board at the banner Oberoi Hotels Private Limited.
The other important hotels in Business Group are Ramprasad Group, UP Hotels and Restaurants Restaurants Limited, Clarks Group of Hotels, Hotels, Air India and Hotel Co-operation of India. India. ITC, Welcome group, Holiday Inn, ITDC etc.
CLASSIFICATION OF HOTELS
Classifying Classifying hotels hotels into types is not easy. easy. The coding industry industry is so adverse adverse that many hotels do not fit into any single well-defined well-defined category. category. The classification classificationss depend upon the : -
Size Location Client and Facilities. Star Classification
TYPES OF HOTELS
a)
Commercial Hotels :-
Commercial Hotels direct their appeal primarily to the individual traveller for business reasons, although some do have permanent guests. These hotels mainly cater to the commercial travellers and they are not found in the larger provincial towns.
As the hotels cater primarily primarily to business business people, people, it is generally generally
convenient convenient to
establ establish ish these these hotels hotels near near to office office building buildings, s, restau restauran rants ts and enterta entertainm inment ent outlets outlets.. Commercial travellers, with their set and often limited
expenses require inexpensive accommodation, they also require a certain standard of comfort. The commercial traveller requires good, plain, homely food stuff, comfortable bed, clean surroundings and a place where they can enjoy peaceful
atmosphere. The facilities
provided in commercial hotels hotel s typically include a small meeting and conference room, a medium sized restaurant, a lounge and swimming pool.
Many hotels have installed elaborate recreational recreational amenities, amenities, health club, tennis court, all year round swimming pools. Commercial hotels are normally owner run, and a successful business depends upon their operation on a friendly and comfortable use.
The average guests stay is of short duration, though some have a wide area to cover and make the hotel their headquarters. Meals are served at fixed hours, the principal ones being breakfast and dinners, luncheons not always being required. The items are on a bed and breakfast rate with additional charges for all other meals.
b)
Airp Airpor ortt Hote Hotels ls :-
These hotels are located near the airports. The location of the airport at a long distance from the city, the growth of the airline industry, the increase in air traffic and the postponement or cancellation of flights, has resulted in the airline companies being responsible for hundreds of passengers. Thus, hotels were built near airports.
These hotels get business from travellers who require a place near to the
airport to
take rest while waiting for connecting flights. Many travellers prefer to arrive at the airport the night before and get a goon nights rest at these hotels. In addition to room, restaurant facilities, coffee shop and main dinning room, most hotels have added banquet and meeting rooms to attract the social functions and meeting from companies located nearby, in order to increase their business profits.
c)
Residential Hotels :-
These hotels can be described as an apartment house with hotel service. And for this reason are often called Apartment hotels. The rooms are sold on an yearly or monthly leases, either furnished, single or as ‘suite’. Nearly all hotels in category
operate restaurants, render telephone, laundry and valet service. Rent are usually collected in advance on monthly basis and are billed on weekly basis. These hotels are mostly locate located d
in big cities cities and operate operate almost almost exclusive exclusively ly under European European Plan, Plan, and are
generally in the hands of private operators.
As the residents have fixed incomes, it raises a number of economic problems for the owners. The revenue of residential hotels are more or less fixed, whereas the operating costs are increasing day by day. As most of the time the guests are away from their rooms, they are much less troublesome. d)
Resort Hotels :-
These hotels are mostly located in tourist resorts, i.e. vacation areas and cater to long staying guests guests / tourists. tourists. The number of rooms may be less than 50 & most often classed as luxury type specially because the size of the guest rooms and the provision of facilities such as dining, restaurants, bar, recreation, etc.
Resort Hotels can be divided divided into 3 categories 1.
Self-Contained Resort Hotels :-
These hotels provide all the recreational facilities for its guests, such as : indoor and outdoor pools, tennis courts, golf course, course, horse back riding and entertainment. entertainment. These are run mostly on the American Plan (AP).
2
Natural Re Recreational Re Resort Ho Hotels
These hotels are located near natural recreational areas such as sea-shore, large lakes, national shrines, parks, ski slopes, hill resorts, legalized gambling areas, etc. such hotels operate on either on European Plan or modified American Plan.
3.
Ski-Resorts Ho Hotels :-
Since most of the ski resorts are very far off from the cities, people stay for two or more days and some of them spend their full vacation in skiing season.
A large hotel in a resort may have a super club, a separate kitchen and bar for the banque ban quett room r oom,, seve s everal ral bathro bat hrooms oms,, etc. e tc. Areas Are as for the variou var iouss elemen ele ments ts in these th ese type typ e of o f hotels would depend upon the anticipated number of hotel guests plus the amount of patron pat ronage age expect exp ected ed from fro m the t he commun com munity ity..
Majority of resort hotels usually open when their particular geographical areas are most pleasant. Their primary function is catering for the holiday ho liday makers, tourists, t ourists, the travellers and for those who by reason of health are prescribed for or wealthy guests desire a change. As the visitors are there to take rest, enjoy themselves or recuperate, there could be good catering, comfortable accommodation and personalized service.
e)
Intern Internati ationa onall Hotel Hotelss :-
These Th ese are are mod moder ern n style style hotel hotel,, these these estab establis lishm hment entss provi provide de accom accommo modat dation ion,, restaurant facilities, grill rooms, banqueting suites and bars as an integral part of their business.
Hote Hotels ls in the the inter interna natio tiona nall group grouping ing are are mo mostl stly y owne owned d by pub public lic comp compan anie iess and and controlled by a board of directors. The overall operational responsibility of the company’s affairs affairs fall on the managing managing director. director.
These hotels are are generally generally divided into various various
depart departmen ments ts under under a reside residentia ntiall general general manage managerr who is directl directly y respons responsible ible to the managing director. f)
Semi-Residential Semi-Residential Hotels :-
These hotels offer its rooms at a weekly or monthly rates basis. The rates are reduced for prolonged occupancy. They attract permanent tenants who do not wish to be bound by lease, as well as many transients who want to take advantage of the reduced rate for longer stay. These hotels operate under the European Plan and are situated in cities.
g)
Heritage Hotels :-
Heritage hotels are run in palaces / castles / forts / residences of any sizes. The facade, architectural features & general construction should have the distinctive
qualities, qualities, and decor in keeping keeping with the traditional traditional way of the place. The hotels offer offer good quality quality cuisine cuisine and the food and and beverage beverage service. service. There There
are served served by by qualified, qualified,
trained, experienced, efficient and courteous staff in smart and clean uniforms & the staff coming in contact with the guests understand English.
h)
Bed & Breakfast Hotels :-
These establishments provide rooms and breakfast. These are usually situated in big cities for passing travellers.
i)
Condominiums Condominiums :-
It involves joint ownership of a complex. The condominium owner purchases ad has t he
fu ll
ben efit
of
a
un it
su ch
as
a
gues t
ro om,
s ui te,
apartment or villa and shares in the costs common to the whole complex.
These costs include taxes, maintenance of the premises, premises, ground, parks, recreational recreational facilities, provision of security services, etc. Each member of the condominium is free to occupy or sell his unit independently, but he is obliged under the terms of contract to contribute towards the pool of common facilities and services.
j)
Hostels :-
A hostel is a residential establishment provided by the employer as a part of his welfare arrangements to house his employees, either temporarily or permanently. Hostels are operated by the owners where the employees have no local homes.
k)
Floating Hotels / House Boats :-
As the name suggests, these hotels are located on the surface of the water. It may be on sea water, river water or on a lake. All facilities and services of a hotel are provided in these hotels.
These hotels are very very popular in many countries. In many countries old luxury ships have been converted into floating hotels and are proving very popular among tourists. The atmosphere they provide is exclusive and exotic. In India, floating hotels in the form of house boats are very popular tourists.
TOURISM IN INDIA
Tourism needs variety and India with its vast dimensions and diversity offers to every class of visitors something not found else where from the eternal snow capped peaks of the Himalayas and system of folk dance, to the big game hills.
India has an ancient civilization that is preserved in its region customs., traditions and architectur architecture. e. It has distinctive distinctive culture and away of life shown in the form of the various delicious and tastes of food and beverages. India’s unique variety of natural attractions constitutes the resources of industry.
TREND OF TOURISM IN INDIA
For first hand information visits were made of various hotels and accommodation units observa observatio tions ns are made made regard regarding ing the workin working g operat operating ing and manage managemen mentt techniq techniques ues adopted by different units.
Tourism is continuing continuing to expand in future due to influence influence of many factors. factors. industry constitutes a vital part of tourist industry. Accommodation
Hotel
can be rightly
cate catego gori rize zed d us ho hote tell accomm accommod odati ation on,, and supple suppleme menta ntary ry accom accommo moda datio tion. n.
Thee Th
introduction of hotel chains gave birth to horizontal
concentratio concentration n with the jumping jumping of non-hotel companies companies like ITC Construction Constructionss Firms, Air India etc. TOURISM DEVELOPMENT IN INDIA
Tourism development in India has passed through many phases. At Government level the development of tourist facilities facilities was taken up in a planned manner in 1956 coinciding with the Second Five Year Plan. The approach has evolved from isolated planni pla nning ng of singl sin glee unit uni t facili fac ilitie tiess in the Second Sec ond and Third Thi rd Five Fiv e Year Yea r Plans. Pla ns. The Sixth Six th Plan marked the beginning of a new era when tourism began to be considered a major instrument for social integration and economic development.
But But it was was on only ly afte afterr the the 80 80’s ’s that that tour touris ism m acti activi vity ty gain gained ed mo mome ment ntum um.. Th Thee Gover Governme nment nt took took sever several al signif signific icant ant steps. steps. A Natio Nationa nall Polic Policy y on touri tourism sm was was announced announced in 1982. Later in 1988, the National Committee on Tourism formulated a compr compreh ehen ensiv sivee plan plan for for achie achievin ving g a sus susta taina inable ble growt growth h in touris tourism. m. In 199 1992, 2, a Nation Nat ional al Action Act ion Plan Pla n was prepar pre pared ed and in 199 1996 6 the Nation Nat ional al Strate Str ategy gy for Promot Pro motion ion of Tourism was drafted. In 1997, a draft new tourism policy in tune with the economic policies of the Government and the trends in tourism development was publis pub lished hed for pub public lic debate deb ate..
The draft policy is now under revision. The proposed policy recognises the roles of Central and State governments, public sector undertakings and the private sector in the development of tourism. The need for involvement of Panchayati Raj institutions, local bodies, non-governmental non-governmental organisations organisations
and the local youth in the creation
of tourism facilities has also been recognised.
Thee other Th other major major deve develop lopme ment nt that that took took place place were were the settin setting g up of the India India Tourism Development Corporation in 1966 to promote India as a tourist destination and and the the To Tour uris ism m Fina Financ ncee Corp Corpor orat atio ion n in 19 1989 89 to fina financ ncee tour touris ism m proj projec ects ts.. Altoge Altogethe ther, r, 21 Gover Governm nment ent-ru -run n Hotel Hotel Manag Managem ement ent and Cate Caterin ring g Techn Technolo ology gy Institutes and 14 Food Craft Institutes were also established for imparting specialised training in hoteliering and catering.
CHAPTER - 2
objective scope
methodology
and limitations
RESEARCH DESIGN
OBJECTIVES
This project is aimed as to know each department department of the Le-Meridien, Le-Meridien, New Delhi
To acquaint oneself with the problematic area of the hotel.
To find solution for problems faced in the various department and seek remedy for the problems.
To stud study y the the vari variou ouss depa depart rtme ment nts, s, thei theirr func functi tion onin ing g syst system emss and and thei their r procedures.
METHODOLOGY
The approach adopted for studying was in correct direction and the data was assimilated in two stages.
Primary Data :-
This is the data, which was collected from people who are working in the
hotel by
paying personnel visit to them and questioning them about hotel operations. o perations.
Secondary Data :-
This is the data, which was collected from magazines, newspapers and various books, journals etc.
LIMITATION
maintaining management secrets. 2) The hotel management were found to be reluctant to provide all the Inputs and data especially related sales , profit and turnover 3) The study does not consider the technical and financial aspects of Hotel. 4) Since there has been a time lay between collection of data and presentation of projects, certain facts and figures have changed.
5) Confidential data regarding certain departments could not be disclosed. 6) The study was limited to one hotel.
CHAPTER - 3
Profile of the place
(VARANASI)
PROFILE OF THE PLACE
Varanasi, or Banaras, (also known as Kashi) is one of the oldest living cities in the world. Varanasi`s Prominence in Hindu mythology is virtually unrevealed. Mark Twain, the English author and literature, who was enthralled by the legend and sanctity of Benaras, once wrote : "Benaras is older older than history, history, older older than tradition, older even than legend and looks twice as old as all of them put together" . According to the ‘Vamana Purana’, the Varuna and the Assi rivers originated from the body of the primordial Person at the beginning of time itself. The tract of land lying between them is believed to be ‘Varanasi’, the holiest of all pilgrimages. pilgrimages. The word ‘Kashi’ originated from the word ‘Kas’ which means to shine. Steeped in tradition and mythological legacy, Kashi is the ‘original ground ‘ created by Shiva and Parvati, upon which they stood at the beginning of time. Varanasi is the microcosm of Hinduism, a city of traditional classical culture, glorified by myth and legend and sanctified by religion , it has always attracted a large number of pilgrims and worshippers worshippers from from time immemorial. immemorial. To be in Varanasi is an
experience in itself…. itself…. an experience in self–discovery… self–discovery… an eternal oneness of the body and and soul. To every visitor; Varanasi offers a breathtaking breathtaking experience. The rays of the dawn shimmer -ing across the Ganges… the high-banks ; the temples and shrines along the banks bathed
in a golden hue …soul stirring hymns and mantras alongwith
the fragrance of incense filling the air…and the refreshing dip in the holy waters gently splashing splashing at the Ghats. Varanasi – the land where experience and discovery reach the ultimate bliss.
Vara Varana nasi si is also also reno renown wned ed for for its its rich rich tape tapest stry ry of mu musi sic, c, arts arts,, craf crafts ts and and educatio education. n. Some of the world renowned renowned exponents exponents India has produced produced in these these fields fields were were school schooled ed in Varana Varanasi si’s ’s cultu cultural ral ethos ethos.. Lum Lumin inari aries es apart apart,, Varana Varanasi si abounds in the art of silk weaving, an exotic work of art which manifests itself in preci preciou ouss Banara Banarasi si Silk Silk Sarees Sarees and Silk Silk brocad brocades es which which are cherish cherished ed as collector’s items across the world today. GENERAL INFORMATION Area
: 2.80 sq. km.
Altitude
: 80.71 mtrs. Above sea level.
Season
: october- March
Clothing (Summer) : Cootons (Winter) : Woollens : Hindia, English
Language
: Buddha Purnima (Full Moon, April –May), Anniversary of
Festivals
First Sermon (Full Moon, July-August) Local Transport
: Buses / Cycle –rickshaws / Auto –rickshaws / Taxis
AIR
Indian Airlines flies to Babatpur airport which is 22 km. from Varanasi and 30 km.
Delhi. It also connects Varanasi to Delhi, Agra, Khajuraho, Calcutta, Mumbai, Lucknow and Bhuvaneshwar. RAIL
Varanasi is an important and major rail junction. The city is served by trains from all metros and major cities across the country.
ROAD
Varanasi, on (National Highway) NH2 from Calcutta to Delhi, NH7 to Kanya Kumari and NH29 to GoraKhpur is connected literally to the rest of the country by good motorable, all – weather roads. Some important road distances are: Agra 565 km., Allahabad 128 km., Bhopal 791 km., Bodhgaya 240 km., Kanpur 330 km., Khajuraho 405 km., Lucknow 286 km., patna 246 km., Sarnath 10 km., Lumbini (Napal) 386 km., Kushi Nagar 250 km. (via Gorkhpur), UPSRTC Bus Stand, Sher Shah Suri Marg, Golgadda Bus Stand. LOCAl TRANSPORT
Taxis: Private taxis are available from travel agencies, hotels, etc., auto rickshaws, cycle rickshaws and three three wheelers are also readily readily available. But on some routes routes spec sp ecia iall lly y the the old old Vara Varana nasi si area areass of temp temple less and and mark market ets, s, on onee way way traf traffi ficc is maintained. And on that routes autorikshaws or big vehicles are not permitted.
TOURIST CENTER
CHAUKHANDI STUPA •
DHAMEK STUPA
•
MULAGANDHA KUTI VIHAR
•
SARNATH MUSEUM
•
SHRI KASHI VISHWANATH MANDIR
•
BANARAS HINDU UNIVERSITY
CHAUKHANDI STUPA
Chaukhandi is the first monument one encounters as one enters Sanath. It is a lofty mound of brick –work whose square endifice is surrounded by a octagonal tower. Originally said to built by Emperor Ashoka.
DHAMEK STUPA
The most remarkable structure at Sarnath, is the cylindrical Dhamek Stupa, 28 mts in diameter at the base and 43.6 mts in height, built partly of stone and partly of brick. The stone facing the lower part is adorned with delicate floral carvings of Gupta origin.
MULAGANDHA KUTI VIHAR
This Th is mo mord rder ern n temp temple le has has been been erec erecte ted d by the the Maha Mahabo bodh dhii Soci Societ ety. y. It has has excellent frescoes by Kosetsu Nosu japan’s foremost painter and is a rich repository of Buddhist literature. literature. The ancient Mulagandha Kuti temple is among the brick brick ruins of Sarnath Sarnath River River Front (Ghats) (Ghats) the spectacul spectacular ar 4 km sweep of the Ghats is unique sight, best viewed at dawn, in that "soft first light" when the river and Ghats have a timeless appeal.
SARNATH MUSEUM
Sarnath yielded a rich collection of sculptures comprising numerous Buddha and Bodhisattva images. Considerde amongst the finest specimens of Buddhist art, these have been housed at the museum, adjiacent to the site. The museum is open from 10 am to 5 pm, and closed on Fridays. Apart from the above the other objects of lnterest at Sarnath are the Dharmrajika Stup, magnificent magnificent Lion
capital, India’s National Emblem at Sarnath museum, the Saddharmachakra Vihar’s at excavated ruins.
SHRI KASHI VISHWANATH MANDIR
Also known as the Golden Temple, it is dedicated to Lord shiva, the presiding deity of the city. Varanasi is Said to be the point at which the first jyotirlinga, the fiery pillar of light by which shiva manifested has supremacy over others gods, broke through the Earth’s crust and flared towards the heavens.
BANARAS HINDU UNIVERSITY
The Banaras Hindu University was established in 1916 by special efforts of Nationalist Pandit Madan Mohan Malviya. Today it has grown into one of the biggest universities universities of India.
CENTAL INSTITUTE OF HIGHER TIBETAN STUDIES
The only institute of its kind in the world, imprating education in the Tibetan language, it was Est. by the Dalai Lama in 1971. Presently located at Sarnath, the institute has a rare collection of Buddhist texts, Tibetan manuscripts and other journals.
SARNATH
Sarnath is one of the four most important Bhuddhist Bhuddhist pilgrimage centres of India. Bhudda, the great sage , after attaining enlightenment enlightenment (Bhudda-hood) (Bhudda-hood) at Bodh Gaya came to Sarnath Sarnath and delivered delivered his
first first sermon sermon to five
disciples (i.e. Kaundinya, Kaundinya, Bashpa, Bashpa, Bhadrika, Bhadrika, Mahanaman Mahanaman and Ashvajit) for redeeming humanity. It is this place where foundation of a new order of monks (Sangha) (Sangha) and a new order order of
religiou religiouss
doctrine doctrine (Dhamma) (Dhamma) was laid. laid.
Sarnath is also sacred to the Jains because they look upon it as the site of asceticism and death of Shreyamshanath, Shreyamshanath, the 11 th Trithankara.
TEMPLES AND PILGRIMS
•
THE KASHI VISHWANATH MANDIR
•
ANNAPURNA TEMPLE
•
SANKATHA TEMPLE
•
KALBHAIRAV TEMPLE
•
MRITUNJAY MAHADEV TEMPLE
•
NEW VISHWANATH VISHWANATH TEMPLE
•
DURGA TEMPLE
•
TULSI MANAS TEMPLE
•
SANKATMOCHAN TEMPLE
•
BHARAT MATA TEMPLE
THE KASHI VISHWANATH TEMPLE
Also known as the Golden Temple, it is dedicated to Lord shiva, the presiding deity of the city. Varanasi is Said to be the point at which the first jyotirlinga, the fiery pillar of light by which shiva manifested has supremacy over others gods, broke through the Earth’s crust and flared towards the heavens. More than the Gaths and even the Ganga, the Shivalinga Shivalinga installed in the temple remains the devotional focus of Varanasi.
ANNAPURNA TEMPLE
Near the Kashi Vishwanath temple, there is a nice temple of Devi Annapurna ,
SANKATHA TEMPLE
Near the Sindhia Ghat , there is a important temple of "Godess of Remedy" Devi Sankatha. Inside its premises there is a huge statue of a Lion. Also there is nine temples of nine planets nearby to this temple.
KALBHAIRAV TEMPLE
It is the ancient temple of Varanasi near the Head Post Office, VishesharGanj. God KalBhairav is believed as "Kotwal Of Varanasi" , without his permission no one can stay in Kashi.
MRITUNJAY MAHADEV TEMPLE
On the route of Daranagar to Kalbhairav temple this temple of Lord Shiva is situated . Just besides this temple temple there is a Well of much religious importance importance , whose water is said to be mixture of several several underground underground streams and good for for eliminating several diseases.
NEW VISHWANATH TEMPLE
Situat Situated ed in the premi premises ses of Banara Banarass Hindu Hindu Univer Universit sity, y, a mo moder dern n place place of wors worshi hip p plan planne ned d by Pand Pandit it Malv Malviy iyaa and and bu buil iltt by the the Birl Birlas as.. Open Open to all, all, irrespective of caste or creed.
DURGA TEMPLE
Comm Common only ly call called ed the the ‘Mon ‘Monke key y temp temple le’, ’, it was was bu buil iltt in the the 18 th century. Althoug Although h it is one of the best-kno best-known wn temple. temple. There There is nice stonewor stonework k done of the the temp temple le,, it is the the nice nice exam exampl plee of NAGR NAGRA A Shil Shilp. p. Gode Godess ss DURG DURGA A is
TULSI MANAS TEMPLE
Constructed by family of Varanasi, this modern temple is dedicated to Lord Rama. It is situated at the place Where Tulisdas, the great medieval seer, lived and wrote the epic "Shri Ramcharitmanas", which narrates the life of Lord Rama, the hero of the Ramayana. Verses from Tulidas’s epic are inscribed on the walls. It is just nearby to Durga Temple.
SANKATMOCHAN TEMPLE
Besides the Assi river stream, on the way of Durga Temple to Banaras Hindu Temple this well known temple of Lord Hanuman is situated. Lord Hanuman is also known as "Sankatmochan" the god who protects from the troubles. This temp temple le is foun founde ded d by Gosw Goswam amii Tu Tuls lsid idas as.. Th This is temp temple le is also also kn know own n as "Monkey" temple, as lot of monkeys are there inside the premises.
BHARAT MATA TEMPLE
This Temple was inaugurated by Mahatma Gandhi in 1936 and houses one perfect relief maps maps of India India carved out of marble. The Temple was gifted gifted by the the nationalists nationalists Babu Shiv Prasad Gupta (Barat Ratana ) and shri Durga Prasad
Khatri, leading numismatists and antiquarians. antiquarians.
MARKET OR COMMERCIAL CENTRES •
Rath yatra
•
Guru bagh
FAIR & FESTIVALS •
BUDDH PURNIMA - SARNATH
• •
• •
• • •
HANUMAN JAYANTI BHARAT MILAP - ( AT NATI IMLI ) NAKKATAYA - ( AT CHETGANJ ) NAG NATHAIYA MAHASHIVRATRI PANCH KOSHI PARIKRAMA GANGA MAHOTSAV BUDDH PURNIMA - SARNATH
This festival celebrates the birth of Lord Buddha with trditional religious fervour. fervour. A large fair is held at Sarnath and the relice of the Buddha are taken out for public display in a procession on this day.
RAMLEELA- RAMNAGER
The unique Ramleela of Ramnager performed in the pageant style, was started about 1830 by Maharaja Udit Narayan Singh of Banaras, and has today become famous the world over. Thousends gather to see the enactments during months of sep.- oct.
DHRUPAD MELA
A five days music festival of Dhrupad is performed by renowned artistes at Tulsi Ghat. It is very popular among foreign tourists.
HANUMAN JAYANTI
Jannotsav of Lord Hanuman is celebrated at Sankat Mochan Temple for five days with cultural & musical programmes by artistes from all over India.
BHARAT MILAP (at Nati Imli)
Attended by the Kashi Naresh resplendent in regal finery, the festival attracts a large number of devotlees.
NAKKATAYYA (At Chet Gang)
Showing a story from Ramayan in which Surpanakha- the sister of Ravancomes to entice Ram and then Lakshman. But Lakshman cuts her nose and she goes back crying. This act is enacted as a stage- play during mid oct. in the locality of Chetgung. Numerous processions and tableaux are also carried out on the occasion.
NAG NATHAIYA LEELA
In a performance, Lord Krishana jumps into Ganga for Nag Nathan at the local Tulsi Ghat. It is famous as Nag Nathaiya Leela . Many people congregate to see this event, held during the months of Nov.-Dec.
MAHASHIVARATRI
On this day every Shiv Mandir is decorated. In Varanasi a marriage procession of Lord Shiva is taken out starting from Mahamrityunjaya Temple, Daranagar to Kashi Vishwanath Temple via Chowk.
PANCH KOSHI PARIKRAMA
It has a special importance in the ancient Parikrama of India, starting and finishing at ManiKarnika Ghat. Each Parikrama passes through five places: Kardmeshwar, Bhimchandi, Rameshwar, Shivpur Shivpur & Kapil Dhara.
GANGA MAHOTSAV
Ganga Mahotsav, the tourism festival of Varanasi is celebrated every year from Prabodhani Ekadashi to Kartik Purnima in the month of Oct.-Nov. The festival
Apar Apartt from from the the exce excele lent nt cult cultur ural al prog progra ramm mmes es and and coun countr try y bo boat at race race,, displaying of marital arts also takes place. The concluding day coincides with the unique traditional festival of Dev Deepavali (light festivel of Gods), when more than a million erthen lamps (Diyas) are lit on the Ghats of Ganga.
BANARASI HANDICRAFTS / WORKS Varanasi has, since times immemorial, been hailed as a premier centre for some of the finest handicrafts. The most renowned craft of the city is Silk weaving. ‘Banarasi Sarees’ produced by local craftsman are among the most preferred, not only in India but across the world. Brassware, copperware, ivor ivory y work work , glas glasss bang bangle les, s, wood wood,, ston stonee and and clay clay toys toys and and exqu exquis isit itee gold gold jewellery are some of the other o ther crafts the city is famous for. Bhadohi Carpets and musical instruments are among the other shopping attractions.
CHAPTER 4
PROFILE OF THE HOTEL
CHAPTER IV PROFILE OF THE HOTEL
CHAPTER-4 A PREVIEW OF HOTEL DELTA INTERNATIONAL Located on the main national highway of rothang pass and7 Km .
airp airpor ortt is8 is8 kms kms at gaya gaya on bodh bodhga gaya ya high highwa way. y. Its Its havi having ng an acco ac comm mmod odat atio ion n of 38 luxu luxuri riou ous s room rooms s appo appoin inte ted d fo forr vari variou ous s categories. categories. The hotel is being with quality of service in wide areas in graded as 3 star deluxe property.
Accommodation
meant
for
V.V.P.’s
have
refri refrige gerat rator or , AC, hair hair dryers dryers , satel satellit lite e
bath
tub,
T.V.,
T.V., T.V., mini mini bar , ho house use
video channel telephone with ISD , AC , telephone and television providing the hospitality the guest. The The vari variou ous s cuis cuisin ine e se serv rved ed in the the prop proper erty ty are are co cont ntin inen enta tal, l, Chinese Chinese , mugali mugali and Indian Indian . Complete Complete
confere conference nce facilitie facilities s at
apple valley resorts make it the perfect place for the working sabbatical. sabbatical. The conference conference room will seat up 80 in the horse shoe layo layout ut
and and
up to to 140 140 in the theat atre re sty style le.. The The gymn gymnas asiu ium m with with
health and fitness center. Beauty parlor with barber shop, same day laundry and express dry cleaning service , tour and travel resk, shopping arcade, gift center. Car parking facility, 24 hours currency exchange literacy. All the staff of the hotel is being spearheaded by Mr Ramjee Sharma who is the director of the organization. Hotel make it the perfect place for the working sabbatical. It will seat up to 80 in horse shoe layout and upto 140 in the theatre style. The resort is a hamlet of cottages, with luxury accommodation in each cottage.
Be it a family longing for a holiday holiday , or couple on
honeymoon or a business delegation for a conference the apple valley resort has something for every one. A well appoi oint nte ed lo lob bby in the mas aste terr house of the res resort ort welcomes welcomes you. The front desk introduces you to the service of the resort.
Chitra, the bar : Promises to keep you in the highest spirits with the selection of well concocted cocktails. The Buddha, Coffee Shop : Open round the clock the coffee shop serves any time snacks.
.
HOTEL AT GLANCE 1) Name
:
HOTEL DELTA INTERNATIONAL
2) Category
:
three star deluxe
3) Location
:
DELTA MORE ,DUMOHAN, BODHGAYA
4) Address
:
Hotel Delta International Gaya,bodhgaya on National Highway Distt-gaya [bihar] India ,824231
5) Telephone No.
:
( code-0091)-2200854,2200234 FAX-(0091) 2200234
6) name name of the genera generall manage manager/d r/dir irect ector or : 7) number of floors
:
Mr Ramjej Ramjej Sharm Sharmaa
three floors
8) number of rooms
:
80( STD-5, DLX-6, LS-5, CS-4 )
9) Type of clientele
:
tourist ( domestic & International )
Business. 11) Ownership 12) banquet hall
: :
Private limited
one ( banqwet parties ranging from 100-150.
13) conference rooms
:
one (seat upto 50 in horse shane layout
& upto 100 in theatre style) 14) No of restaurants
:
Gautam restaurant, Rahlla is the
24hrs. coffee shop. 15) No. of bar 16) Other facilities
: :
Chitra bar
Room service, Xerox , telex , international direct
dialing, credit credit card accept floor music. music. C.C.T.V doctors on call round round the clock clock confined to running a hotel cum restaurant under the name Hotel
delta international .It is recognized by department of tourism & Government Government of India and it is also concerned concerned with I.A.T.O ALLIED, TAAL, HPHRA & FH & RA India. The hotel is providing food, accommodation accommodation .leisure & sightseeing sightseeing and time share the conceived in 1998.The hotel is an elegant exposition exposition in the valley of bush green forest & river running aside providing a very natural,beautiful,soothing view for the clientele.
TARIFF-2006-2007 TYPE OF Accommodation Double with bath
EP
MAP
2000/-
AP
2600/-
3300/-
(high season) single occupancy (high season) double with bath (low season) single occupancy (low season)
(adult) Extra bed
……. 2300/-
……. 2700/2850/……. ……. 2350/1600/2300/……. …… 1500/2200/1950/…… 1850/250/650/800/(adult) (adult) 250/(child)
500/-
3600/3100/……. 2500/2600/…….. 2500/2100/2000/-
600/(child)
(child) child below 12 years child below 3 years free
no bed free
200/free
300/-
o
HOTEL DELTA INTERNATIONAL GOLD STANDARDS OUR MOTTO I Commit to Know, Own and Practice the Organizational Motto • • • • • • •
•
•
•
•
•
•
A
“A Wow at Every Moment of Truth”. I believe that “The first 30 seconds count” and will use this opportunity to create a favorable impression impression on the guests. I will wear the “WelcomLook” at all times. I will always offer a warm greeting and address the guest by name whenever possible. I will wear a genuine smile while engaged with the guest ensuring eye contact. I will escort the guest, whenever approached for directions rather than simply pointing the way. For those of us who are not in guest contact it is our job to help those who are. We all at Hotel Delta International will practice “Getting it RIGHT” (telephone etiquette). I will anticipate all guest needs and run that extra mile to ensure guest Commitment. I will always extend a warm good-bye and fond farewell to our guests to ensure repeat visits. This we accomplish with pride,dignity and integrity...
THREE STEP SERVICE PROCESS
Step 1: WARM WELCOME guest recognition use guest name Step 2: ANTICIPATION AND COMPLIANCE WITH GUEST WISHES be proa proact ctiv ive e be se sens nsit itiv ive e to gues guestt need needs s show show empa empath thy y st stay ay focused take ownership of guest dissatisfaction Step 3: FOND FARE WELL ACCOMMODATION: Hotel delta International has 150 rooms including of suits, all air-
conditioned with independent balcony, includes cable television, telep lephon one e,
ref refrige igerat ato or,
minib inibar ar,,
hot ot/c /co old
runn unning ing
wat ate er
coffee/tea maker and iron with Board. Our Executive club Rooms are the largest in the city in their category. The above Rates are not applicable between 15 th - 20th November 2006. Note: 1. 10% Luxury Tax on applicable rate. 2. Rates are subject to change without notice. 3. Taxes and service charges charges applicable applicable extra. 4. Above rates are valid until further advise *Inclusive *Inclusive of Complimentary Buffet Breakfast **Inclusive of Complimentary Buffet Breakfast and Airport Transfers ****Inclusive of Complimentary In-Room Breakfast and Airport
Transfers 21 DELTA One Rooms An exclusive bock – each room is equipped with private fax and DVD player Privileges include: In room check in complimentary limousine
exclu exclusiv sive e lounge lounge facili facility ty with with its own own librar library, y, bar, bar, resta restaur urant ant,, tea,coffe,service, complementary use of meeting room 84 INTERNATIONAL Rooms A separate block consisting of rooms with beautiful views over lookin loo king g water water bodie bodies s / sprw sprwiin iings gs green greens, s, the Sherat Sheraton on Towe Towerr block is equipped with a separate lounge for residents. Pri Privileg ilege es
incl nclude: ude:
complimentary
complem complementa entary ry American American breakfas breakfast, t,
airport
transfer,
24 hours hours butler butler service service
complementary club hour, use of the executive tower club lunge facil fa cility ity,, compl complime imenta ntary ry use of of offic fice e and meeti meeting ng room room at the towers club 126 Executive Club Room: Priv Privil ileg eges es incl includ ude: e: use
of
executive
lounge
facility,
complementary breakfast FACILITIES IN THE HOTEL: o 24hours room service o Business centre with secretarial service facility available 24 hours. o Safe deposit lockers. o Internet. o Fax service. o Hotel Doctor- on call o Laundry service Regular service: Collection between between 7a.m. to 10a.m. (standard (standard Tariff). Delivery- By 6p.m sameday. Express Service- Collection between 10a.m. &1p.m.(50% Additional Charge) Delevery by 6p.m. same day. Oversight service: Collection by 12;00midnight. (100% Additional Charge) Delevery-next morning at time specified by the guest Mini Bar in rooms. Shopping arcade and pastry shop.
Photo copying. Money Changer- Available 24 hours. Service of pickup and the airport and railway station. Parking service/valet Conference and meeting facilities. Smoke detector. Television with cable o Spa Therapy-(is open between 7:30a.m. to 10:00 p.m)
Service offered
o
o o o o o
Massage Therapies. Body polishes. Body treatments. Hydrotherapy baths. Hair treatments. Facial & eye treatments. Swimming pool- There are 2 swimming port. (is open between 6a.m.To 9.p.m. on all days.) Tennis courts: (is open between 6A.M. To 9P.m> 0n all days.) Gymnasium (in open between 6a.m to 10p.m in all days) Beauty Saloon: ( in open between 9a.m. to 8.p.m on all days) Travel desk: Available 24 hours. The travel desk at the Delta International International arrange transport service for the guest on request as well as offers complimentary complimentary airport pick-up and drop for the guests.
DINNING: BUDH (24 hour Multi cuisine Restaurant) The pavili vilio on the the 24 hour multi ulti cuisi uisine ne resta tau urant rant at Delta lta
International offers a delectable variety of buffet fare throuoght the week, week, for for breakf breakfast ast,, lunch lunch as well as dinne dinner. r. hosti ho sting, ng,
It pride prides s in
The The pavilion pavilion is open open for lunch lunch and from 7:30 7:30 p.m. p.m. to
11:4 11:45 5 p.m. .m. fo forr dinne inner. r. The The buffe uffett spre spread ad incl includ udes es Ind Indian, ian, continental, Dakshin and the lebanes spread- Maroush. Timings: Round-the Clock.
GAUTAM Serv Se rvin ing g the the ac accl clai aime med d cuis cuisin ine e from from the rugg rugged ed Nort North h Wes estt
Fron Fronti tier er.. This This rest restau aura rant nt is se sett amid amidst st a char charmi ming ng ambi ambien ence ce,, where you tie on checked aprons and are encouraged to eat with your fingers! Timings: Lunch: 12:30P.M to 3:00pm. 7:30 P.M. to 12 midnight.
PAVITRA A celeb celebrat ration ion of the rich rich diver diversit sity y of tradit tradition ional al Indian Indian cuisin cuisine e
offe of ferin ring g the rare rare pleas pleasure ures s of specia specialty lty cuisin cuisines es the Me Melia liavur vurs, s, Bhadrolok, Jolly Natovs and Marwari deli12cacies. Timings: 7:30 P.M to 11:45 P.MN ( on all days) CHITRA Bar & Grill A dist distin inct ctiv ive e medl medley ey of Wes este tern rn barbar-cu cumm-gr gril ill, l, of offe feri ring ng
a
cornueopia of choicest wines along with the finest single malts, cognacs and cigars. Timings: Bar-12 noon to 12 midnight Grill -7:30 P.M to 11:45 P.M.
Dublin A distinctively Irish put with a dance floor. Timing: 6:00 P.M to 1:00A.M. (Wednesday & Friday to Sunday) SARTHI The delicacies delicacies of Asia, Asia, all in one kitchen. kitchen. Sample delicacies delicacies from China, Sichuan Province, Korea,Japan, Mongolies and Thailand. Timings:
Lunch(weekends) Lunch(wee kends) 12:30 to 2:40 P.M. Dinner (All days) 7:30 PM to 11.45 PM
RAHLLA
BANQUET The 3400sq.ft/ main banquet hall divided into 3 separate function
rooms as PALA I, PALA II
PALA III.
A cho hoic ice e of co con nfer ference ven venues, beside ides a hos ostt of priva ivate boardrooms accommodating anywhere between 10 to 800 people.
CHAPTER - 5
DETAILED OPERATION
OF THE
DEPARTMENT
DETAILS OPERATION OF THE DEPARTMENTS
FRONT OFFICE INTRODUCTION
The front office office department department plays a vital role role in the success success of the hotel. The front office is an office which is in full view of our guests.
Front ront offi office ce is desc descri ribe bed d as the the hear heartt of the the ho hote tell and and cont contro rols ls the the flow flow of communi communicati cation on with all other departme departments. nts.
From From time of arrival arrival to the time of
departure, the front office staff are in contact with the guests.
1. Role of of front office 2. Front Office Procedure Reservation Pre-arrival activities Check in Guest accounting and auditing Checkout • • • • •
HIRERARCHY
MANAGER
SUPERVISOR
SECRETARIES
PAGE BOYS
The Front office in a hotel is the department responsible for the sale of the hotel rooms through systematic methods of reservations, followed by registration and assigning room to the customers. The term ‘sale of rooms’ means the use of the room at a price. The front office in a hotel holds prime importance in view of the basic nature of business of a hotel i.e., to sell rooms, the revenues collected from the sale of the rooms contributing to more than 50% of the total hotel sales. The profit percentage from the sales of room is very high. It is the first and last point of contact place of every guest and has a complimentary role of image building. The key key to maxi aximum profi rofits ts to a hot otel el is maxi aximum mum room room occupancy. The basic part of the front office is to sell the rooms either directly across the counter or by advance reservation.
The impression of the hotel which the guest forms is vital for the
organization. The front office staff bears in mind that the guest at the hotel is making the hotel is temporary home, spending a considerable amount of money and its therefore enti ntitled tled to the the co cou urte rtesy and trea reatme tment that hat he would uld normally expect in his home. A satisfied guest is a mobile advertisement for the establishment and he becomes regular as well as recommends his friends. If the hotel projects an image of being projects upon the guest arrival, small lapses are overlooked by the guest. Some of the task undertaken by the front office area: 1. Welcome arriving guests 2.
Completing th the ho hotel re register
3.
Recording register
4.
Compiling guest bills
5.
Providing information
6.
Under ta taking co communications
7.
Maximizing oc occupancy
8.
Handling me messages an and ke keys
FRONT OFFICE PROCEDURES: Reservations: The reservations is the section of the front office where all
the reques requests ts for reserv reservati ations ons are recei received ved and proces processed sed rese reserva rvati tion on is on one e of the the most most impo import rtan antt nece necess ssit ity y fo forr a traveler so that he could have a smooth well planned trip
and is also an important marketing tool. A good reservation system helps to provide a continuous flow of guests. Request for reservation may come by various modes: 1. In person 2. By mail 3. By telephone 4. By telex 5. By fax Offering alternative: When the hotel does not have rooms of type requested for the night in question then the reservation assistant offers the following alternative: 1.
A diffe fferen rent type ype of room room,, which hich is usual suallly a more ore
expensive one. This is called upselling. 2. A different data: data: this alternative alternative is given given to the guests guests or tourists
who
could
alter
their
arrangement
to
have
guaranteed booking. Pre-Arrival Activity: This is to ensure complete prepareness for receiving a guest with a prior reservation. It consists of the following: following: 1.
Prepare mo movement li list
2.
Block lock req reques uested ted acc accom ommo moda dattion ions
3.
Secu Secure re auth author oriz izat atio ions ns for for disc discou ount ntss
4.
Prepare we welcome le letters
5.
Room inspection
6.
Reconfirm arrival time
Guest Check-in The The bell bell boy boy help helps s the guest uest alig alight ht from from the the ca carr by the the open openin ing g the the ca carr door doors. s. He then then co coll llec ectt the the bagg baggag age e and and bring it the bell desk and every piece of baggage is tagged. At the reception the guest is given a guest reservation folio to fill up and sign, depending on the type of guest a certain amount is taken as advance for which a receipt is made and given to the guest. The same amount credited to the guest account. The room is described briefly to the guest while handling he key and wish him a pleasant stay. The bell boy leads the way to the room, open the door and lets the guest enter the room first. After placing the baggage on the rack the bell boy explain the controls and reports to the bell desk and makes an entry in the arrival and departure register. Meanwhile in the reception four whitens are prepared. They are sent to 1. Alphabetical rack 2. Numerical rack 3. House keeping 4. Room service
In case of foreign nationalists the ‘C’ form is made given all relevant details and is sent to the police station. GUEST ACCOUNTING AND AUDITING: All bill and voucher generated by the guest during his stay
are posted into the respective guest registration folios from time to time. Telephones bills prepared at the front office for calls made by the guest before posting them into the folio.
The night shift closes all folios for all occupied rooms. All bills and vouchers which have been previously posted into the folio are totaled up along with the room rent for the day and the sub total the balance for the day is calculated guess outsta outstandi nding ng regist register er co conta ntain ins s all all the detail details s of advan advances ces take ta ken n fro from the guest uest.. The nig night audi uditor prep repare ares the management information information system report r eport which shows exactly how
many
guests
have
come
through
the
corpo rporat rate
convention or direct reservation wall-ins. Its also shows the total revenue, average revenue and occupancy of the day. These reports are verified by the accounts department. CHECK OUT A guest departure is the most critical moment for the front
office, especially the cashier. This is because the cashier is held held respo responsi nsibl ble e for any shorta shortage. ge. When When the front front office office receives information of the guest’s desire to leave the hotel, immediately a bell boy is sent to the room to check for any gues guestt item item left left behi behind nd or any any ho hote tell prop proper erty ty miss missin ing g or damaged. He collects the room key and allow the guest to lead the way to the front office. Meanwhile the front office checks with all the outlets for any pending bills. The guests folio is then updated and he final debit or credit balance is calculated. If the guest is using a cred credit it ca card rd,, it is chec checke ked d fo forr bein being g ho hott list listed ed,, if so the the manager is informed and if not it is accepted and the charge
slip is made and the guest is given to sign it. In case the bill is to the company then the authorization letter is retained with the guest’s signature on it. The guest is given the first copy of the guest folio along with all all his his bill bills. s. His His co comm mmen ents ts are are reco record rded ed in the the gues guest’ t’s s comment register. It is also made sure that the room key is returned to the front office after the guest leaves the arrival and and depar epartture ure reg regist ste er and and the mov ove ement reg regist ste er is updated. Information to the house keeping is given to clean the room for sale. Department Front Office Co-ordinates with: 1. Hous Housee kee keepi ping ng 2. Food and beverage 3. Engine Engineeri ering ng and and mainte maintenan nance ce 4. Security 5. Accounts Forms and Formats used: 1. REG card 2. Arrival card 3. ‘C’form 4. Guest Folio 5. VIP Amenities Voucher 6. Room Position Card 7. Allowance Voucher 8. Occupancy Card 9. Message Slip 10. Errand card Sales: This department is responsible for building the good bills of the hotel and its services outside the hotel and its services outside the hotel. They are the people who actually sell the
hotel products. They should possess good skills, contacts to carry out their tasks. Their main co-ordination is with the Front Office, rather it works united with them. The front office informs the sales about lean periods for the sales of rooms, rooms available for future dates. In HANS REGENCY the front office itself works as sales department and contact with different agents during lean periods. F & B PRODUCTION
INTRODUCTION o HIERARCHY o THE KITCHEN o SECTIONS OF KITECHEN o FOOD COST INTRODUCTION: The kitchen is the backbone to any hotel industry. Its aim is o
to provi rovid de good fo food od,, of hig high qual uality and and of goo ood d eye appeal. It improves the sales on one hand while keeping in mind mind to mini minimi mize ze wast wastag age e and and make make good good use use of ever every y amount of each item so as to lower food cost. In the kitchen there is blend of art, science and business with the three working together as a team producing food that are both satisfying to the guest and profitable to the organization. Without Without the art there is danger of losing out on a regular guest through boredom and dislike for the meal, without the science the guest would get food which is not very nutritive, and without the business the hotel would not
be able to give the guest the experience he wants and the price he is willing to pay.
Hierarchy of Food and Beverage Production Rule Rules s foll follow owed ed by the kitc kitche hen n staff staff of the the Reso Resort rt standardized recipes are followed: 1.
No sta staff mea meals are are all allo owed wed ins insid idee the the kitc itchen hen
2.
Over Over prod produc ucti tion on and and und under er prod produc ucti tion on is avoi avoide ded d
3.
Kitc Kitche hen n cons consum umpt ptio ion n regi regist ster er are are main mainta tain ined ed
4.
Req Requisi uisiti tio ons are do done ne acco accorrdan dance wit with nee need d
5.
Inventory control is maintained
Forms and formats used in kitchen Requisitions Requisitions order form
Daily food portion sheet i.e. no. of portion of food sold Pastry register Duty roaster KOT (Kitchen Order Ticket)
The Duties of Executive Chef include: Food cost control techniques Use of kitchen equipments Hygiene and sanitation Preparation of Standard Recipes Performance appraisal of kitchen staff Kitchen staff problems and disciplinary action Maintenance of files and formats Co-ordination with service outlets Co-ordination with kitchen stewarding for supplies and maintenance of equipments Organization of kitchen operations and delegation of duties to the staff Menu planning in consultation with F & B Manager • • • • • • • • •
• •
Drawing up of duty roasters Testing of new food items Control of received merchandise Supervising food preparation Encourage the staff To ensure that required kitchen profit target is attained To advise management on purchase of kitchen equipment requirement Check weight and quality of goods on arrival Organize and conduct training To provide management with full information on the efficiency of kitchen operation. Sous Chef • • • • • • • • • •
Sous
means means “unde “under” r” in French French and the Sous Sous Chef Chef is the
second chef in command of the kitchen. The assistant head chef understudies the Head Chef in all his duties. It is the Sous Sous Chef Chef who who
call ca lls s up the the orde orderr from from the the kitc kitche hen n and and
supe superv rvis ises es the the se servi rvice ce.. He is main mainly ly resp respon onsi sibl ble e fo forr the the efficient day-to-day functioning of the kitchen. He reports to the executive chef.
Some of the major duties of a Sous Chef are:
o o o o
Co-operation with the Executive Chef Menu planning Direct supervision of kitchen practical activities Direct supervision of service during meal service
Chef de parties ‘Partie’ is a French word meaning ‘part’ (of a whole) or section.
The The diffe differe rent nt se sect ctio ions ns in the the kitc kitche hen n ther there e is a chef chef-d -deeparties supervise the respective section. Each Chef-de-partie Chef-de-partie is assisted according to the production load. Commis They are directly under the chef-de-parties. They are named as Commi I, II, II they have to attend the daily briefing by the Sous Chef. Their work is decide amongst themselves by the the chef chef-d -dee-pa part rtie ies s thei theirr work work incl includ udes es gett gettin ing g the the raw raw mate materi rial al,, issu issues es from from the the st stor ores es,, do the the mise mise-e -enn-pl plac ace, e, prepare the dish again; K.O.T. THE KITCHEN: KITCHEN:
The The So Sona narr Ba Bang ngla la has has a se semi mi equi equipp pped ed mode modern rn kitc kitche hen. n. There are about 11 cooks managed by an Executive Chief, a CDP,
Kitchen
Executive
and
2
Demichefs.
There
are
organized way of purchasing raw materials and perishables, their storage and their usage. SECTIONS OF THE KITCHEN: o o o o o
The section of the kitchen in the surveyed hotel are : Indian kitchen Continental kitchen Butchery Chinese kitchen
INDIAN:
This kitchen consists of the tandoor and south Indian with the main Indian kitchen. This kitchen plays a prime part in
the daily operations because most of the banquet orders are from this kitchen .also around ten items in main menu, five in the snacks a menu and morning north and south Indian breakfast items are produced in this kitchen. Duties performed in the kitchen is the preparation of food for lunch including morning breakfast and lunch. Afternoon: Mis-en-place for the night and for the next day party orders are taken a care of as well as for the night a la carte orders and for snacks in the evening. Night: There is no night shift, but in the second shift a la carte order picked up and mis-en-place for the next day lunch buffet is taken of if any. Tandoor: There is only two tandoor where baking rotis and hems such as Murg kabab, Tandoori Nan, and other tikkas etc are done. This kitchen is manned by two cooks. South Indian: The main function of this kitchen is the breakfast dishes and the a la carte orders and lunch thalis. According to the sales of dishes was seen that south Indian breakfast dishes sold more than continental items. There are one cook handling this kitchen.
Halwai: The main function of this kitchen is to see that the listed sweet items in the menu are catered. A halwai looks after this section. Usually preparing items by the halwai is done in the evening shift pantry man in the hotel. Continental: Cont Contin inen enta tall kitc kitche hen n prov provid ides es a co comb mbin inat atio ion n of Me Mexi xica can n Ital Italia ian, n, Fren French ch dish dishes es in menu menu.. It has has a vari variet ety y
of
toas to astt
dishes, continental continental main courses and snacks. Butchery: Butc Bu tche hery ry proc proces esse ses s the the raw raw meet meet and and fish fish obta obtain ined ed and and stores it in the deep freezer. These processed meat and fish items go the respective kitchens through the stores where they are used. Butchery incharge overseas the receiving of the meat and fish items. Chinese: This kitche kitchen n attached attached with Pan Pan Asian Asian restaurant restaurant..
All types types
Chineises Chineises soups maincourse, desserts ae cooked here. Man Power management in the kitchen: Huma Human n reso resour urce cess deve develo lopm pmen entt and and man man po powe werr mana manage geme ment nt are are two two concepts of prime importance in any organization. Specially in the area like the kitchen where the work is both manual and managerial. The man power in
t he
Kitchen
surveyed
hotel’s
No. of persons
kitchen
is
as
followed:
Chinese
2
South Indian|
1
Indian & Tandoor
4
Continental
2
Halwai
2
Pantry
2
Bakery
2
Duties performed in the kitchen:
Morning: Mis-en-place, Mis-en-place, sauces, French fries and concasse. Afterno: A la carte snacks orders Mis-en-place for night Sauc Sa uces es Fren French ch fries fries and and co conc ncas asse se,, if need need more more in nigh nightt
Roast items min-en-place. min-en-place. Night: A la carte orders Soups, sauces Pantry: This is a sub-section of the gardemanger who is in charge of preparing fresh dishes through out the day for a la carte and breakfa kfast. It is a common pantry for all the kitchen .sandwich .sandwiches, es, burgers, burgers, appetize appetizers rs are prepared prepared here. here. Chat
items for all the outlets are picked up from the pantry. In this hotel pantry, FOOD COST
The Delta International has a food cost of 31% which is mainta maintaine ined d acc accord ordin ing g the stand standard ard.. The follow following ing are the procedures followed to keep the food cost under check: • • • • • • •
All purchases of the kitchen items are under the chefs control. Over production is always avoided. Efficient and hygienic way of re-chauffing. Strict control over store requisition. Minimum wastage Portion control and standard recipe. Efficient storage systems
KITCHEN STEWARDING:
This department is required to maintain high standard of hygie hygiene. ne. Kitch Kitchen en stewar stewardi ding ng depar departme tment nt has to the the man man responsibility to maintain hygiene and cleanliness of kitchen are area. This his dep departm artme ent is also also depute uted to sup supply the the necessary necessary equipmen equipment’s t’s cutlery, cutlery, crockery crockery and glassware glassware to the kitchen and the restaurant. r estaurant. Functions of the Department:
Up keep and hygiene maintenance of the kitchen equipment Supply of kitchen linen (dusters, muslin cloths etc) Record keeping and inventory of crockery, cutlery and glassware. Upkeep the maintenance of all kitchen equipments. Garbage disposal
Hiring extra kitchen equipment for special occasion. > Record and inventory of LPG gas. Area of work: 1.
Kitchen area
2.
Dish wash
3.
Pot wash
4.
Cafeteria
5.
Gas bank
6.
Lockers (Gents)
Ladi La dies es lock locker ers s are are lock locked ed af afte terr by cham chambe berr maid maids s from from house keeping.
SPECIALITY: 1.
It has has 2 hyg hygien ienic ic team teams. s. This This team team mainl mainly y consi consists sts of of the the K.S. K.S. supervisor, few utility workers and cooks of the respective department. This team has daily or weekly cleaning schedules and maintenance of the equipments which is followed strictly. 2. This This depart departmen mentt co-or co-ordin dinate atess with with the mainte maintenan nance ce depar departme tment nt and undertakes preventive measure of the kitchen equipments. FOOD AND BEVERAGE SERVICE 1. AIMS AND OBJECTIVES 2. SECTIONS OF F &V SERVICE 3. CO-ORDINATION WITH OTHER OTHER DEPARTMENTS DEPARTMENTS 4. INVENTRY TAKING TAKING AND BEVERAGE CONTROL CONTROL AIMS AND OBJECTIVES:
The F & B Service department is the second most revenue produc producing ing departm department ent.. The aim of the staff is to provid provide e efficient fast, courteous and personalized service to all he guest. They maximize the profits by means of suggesting, selling showmanship
ORGANISATIONAL CHART OF DIFFERENT OUTLETS IN F & B ROOM SERVICE
RESTAURENT ROOM SERVICE
BANQUETS
BAR
F & B Manager
F & B Manager
Banquet Mgr
F & B Manager
Restaurant Mgr.
Room service Mgr
Banquet sup.
Bar Man
Hostess
Senior Captain
Barman
Asst.Bar Man
(wine-waiter)
Supervisor
captain
waiter
Head waiter
Steward
Assistant Waiter
Waiter
Assistant Steward
Casual Staff
Assistant waiter
Stewards
Food and Beverage Manager The person responsible for this department is known as food and and
bevera verag ge
mana anager. ger.
He
heads ads
dep depart artmen menta tall
that hat
involves guest relations as well, he is concerned with the smoo smooth th flow flow of fo food ods s and and se servi rvice ce befo before re they they reac reach h the the guest. The duties and responsibilities of food and beverage Manager Ensuring that required profit margins are achieved o Up-dating and compiling new wine list o For compiling menus in liaison with the kitchen o The purchasing of food and drinks o Determine the portion size in relation to selling price o Maintenance of professional standards o Discipline of the staff o Coordination with other department o Cleanliness of food and beverage outlets o Final selection and training of staff o Staff Co-ordination o Problem Solving o Staff Time Management o Employee Training Operational Skills and Responsibilities: o
o o o o o o o o o
Cost Control Food Merchandising Employee Scheduling Marketing Menu Pricing/Planning Pricing/Planning Menu Design Discipline Maintenance Interviewing Recruitment
Restaurant Manager The
Restaurant
overall overall operatio operation n
Manager
is
responsible
for
the
of the establi establishme shments nts which which serve serve food.
He coordinates and directs the work of the employees. employees.
He
is responsible for the food and equipment necessary for the restaurant. The The Rest Restau aura rant nt Ma Mana nage gerr is resp respon onsi sibl ble e fo forr plan planni ning ng and and organizing all the service activities of the restaurant such as staf st affi fing ng,, sc sche hedu duli ling ng,, trai traini ning ng,, prom promot otio ion n of team team spir spirit it,, motivation to achieve targets. SECTION OF THE F&B SERVICE IN THIS HOTEL RESTAURANTS & BAR BUDHA: An inno innova vati tive ve and and st styl ylis ish h roun round d the the cloc clock k mult multic icui uisi sine ne restau restauran rant. t. It offers offers a delec delecata atable ble variet variety y of buffes buffestt fare fare throught the week, for breakfast, lunch as well as dinner. Total no.of covers-100 Timings- Round-the clock Breakfast-7:00A.M to 11:00A.M. Lunch-12:30P.M to 3P.M Dinner- 7:30 to 12:00 midnight. Rate for BuffetBrakfast- 350+ taxes Lunch-395+taxes Kid-250+taxes Dinner-495+taxes Kid-250+taxes GAUTAM:
Serv Se rvin ing g Au Auth then enti tic c cuis cuisin ine e from from the the rugg rugged ed no nort rth h west west frontier. The restaurant recreates a rustic ambience, where you fie on chequered aprons and are encouraged to eat with your hands. Total no.of covers -100 Timings – Lunch- 12:30 P.M to 3 P.m. Dinner- 7:30 P.M to 12 midnight. PAVITRA:
(The grand cuisine of India) A ce cele lebr brat atio ion n of the the rich rich dive divers rsit ity y of trad tradit itio iona nall Indi Indian an cuisines and the 200 year old culinary tradition of cooking food in sealed ‘deghs’. This Indian fine dine restaurant with a show show kitc kitche hens nser erve ves s a mis mis of Awad Awadhi hi,, Luck Luckhn hnaw awii and and traditional Indian cuisines. Total no.of covers-100 Timings : 7:30 P.M. to 12 midnight. SHARTHI:
(Restaurant in kitchen, kitchen in restaurant) Pan Pa n As Asia ian n invi invite tes s gour gourma mads ds to a jour journe ney y ac acro ross ss the the pan pan paci pacifi fic c belt belt.. At the the pan pan As Asiian yo you u ca can n expl explor ore e dive divers rse e culinary traditions: from the hearty fare of Mongolia to the fiery taste of Malasia, Korea, Indonesia and Thailand…and the delecate flavours of Chaina and Japan. Total no.of covers-140 Timings-7:30 P.M to 12 midnight RAHLLA Bar & Grill
An excl exclus usiv ive e bar bar with with an inte intera ract ctiv ive e gril grilll-th the e rest restau aura rant nt features the finest selection of single malts & congnacs. The novel outlet seeks to be a culinary journey for the discerning dinner, complete with, the interactive charcoal grill with a widest selection of imported meats, crepe suzettes cooked right right on your table. table. In additio addition n you get the the finest finest possible possible selection of new and old wines. Timing-Bar-12noon Timing-Bar-12noon to 12 midnight Grill-7:30 P.M to 11:45 P.M. Dublin
(The new bar Code) A distinctive pub cum discotheque, representing the gaelie Raj, Irish pub and Indian colonial Era, offering the widest and finest choice of wines and spirits. Timings- 6:00 P.M to 1:00A.M. (Wednesday, Friday, Saturday & Sunday) ROOM SERVICE:
The hotel provide 24 hours room service. The room service offere offered d multi multicui cuisin sine e as featur featured ed in Room Room Dinin Dining g Me Menu nu in service Directory. The Procedures Followed In the Room Services. 1. Order in taken by the room service service order taken or welcome assistance. assistance. 2. KOT is made 3. Control sheet in filled 4. Order placed in kitchen 5. Try setup is done. 6. Order is picked up. 7.Order is taken to the guest room.
BANQUETS:
A Choice of conference venues, besides a host of private boardrooms accommodating anywhere between 900 people. The 4000sq.ft. main banquet hall are divided into 2 separate function rooms. As PALA1, PALA11, pala111, Facilities IncludesEqui Equipp pped ed with with late latest st tech techno nolo logy gy like like dedi dedica cate ted d Inte Intern rnet et access acc ess,, multim multimedi edia, a, audiov audiovisu isual al and sound sound reinfo reinforce rceme ment nt equipment, slide to video converter, TV monitors and video interface, motorized screen. o o o o o o o o o o o o
High tech electronic mood lighting. Extensive lawns with naturalwater bodies make ideal party venues. Personalised conference coordinator for each event. Screening on TV sets and Videoscope (Betacan,U-matic, VHS) Video conferencing Meeting planners Team for each conference Synchronesed multi-projector, multi-screen audio-visuals Public address systems, lectern, table and lapel microphones 24-hours Business centre with secretarial services Wi-Fi High speed photocopiers and printers Internet access
The procedures for Banquet Booking are: 1. 2. 3. 4. 5. 6.
Book Bookin ing g of banq banque uets ts_ _ Number Number of peop people le conf confirm irmed ed Adva Advanc ncee take taken. n. Time of of arrival arrival and and type of of food and service service confi confirmed rmed Mode Mo de of of sett settle leme ment nt.. Specia Speciall instr instruct uction ionss if any any
The above details are taken down in the Function Prospectus and and its co cop pies are are se sent nt to the execu xecuttive che chef,” f,” hou ouse se keeping, F & B manager, security, front office department and the general manager. CO-ORDINATION WITH OTHER DEPARTMETNS: 1. 2. 3. 4.
Kitchen Hous Housee kee keepi ping ng Accoun Accountt and and F & B contro controll Engine Engineeri ering ng and and Mainte Maintenan nance ce
INVENTORY TAKING AND BEVERAGE CONTROL:
The biggest problem with liquor control is the nature of the product. There has to be a proper control on the movement of the bever beverage ages s from from their their purch purchase ases, s, recei receipts pts,, sto storag rages es and their use on sale. The issue of stock from the store room is done by suing a requisition and a bottle exchange system. The barman bills out a requisition slip where any liquor is needed. The original copy is sent to the store room. The store room clerk then sign signs s the the slip slip and and se send nds s it to the F & B co cont ntro roll ller er who who prepares the daily cost sheet record. The bar thus maintains a par stock of one and half time the greatest amount used of any bottle on the busiest day. Sometimes periodic checks are made by the F & B manager to check for watering i.e. addition of water to the alcohol to cover up sales which have been made and
pocketed, using a hydrometer to detect the density of the liquid. HOUSE KEEPING 1. INTR INTROD ODUC UCTI TION ON 2. SECTIO SECTION N OF OF HOUSE HOUSE KEEPI KEEPING NG 3. CO-ORDIN CO-ORDINATIO ATION N WITH WITH OTHER DEPARTMEN DEPARTMENT T 4. FORM FORMS S & FOR FORMA MATS TS USE USED D INTRODUCTION The primary objective of House Keeping department is to
ensure aesthetic up ekkp of the hotel. A guest enter the lobby of any hotel and against his first impression from that he sees. A thoroughly clean and fresh looking room often causes the guest to go out and talk about it. When in turn boosts the sales. The standard of house keeping plays and important part in form fo rmin ing g a repu reputa tati tion on of the the ho hote tels ls and and in dete determ rmin inin ing g whether the guest are satisfied with their stay.
ORGANISA ORGANISATION TIONAL AL STRUCTUR STRUCTURE E OF OF DEPARTMENT
HOUSE HOUSE KEEPI KEEPING NG
SECTION OF THE HOUSE KEEPING DEPARTMENT
The house keeping department has the following sub-section sub-section which help them to run the operations smoothly and which are directly under its control: 1. 2. 3. 4. 5. 6.
PUBLIC BLIC AREA AREA ROOMS LIN LINEN ROOM OOM UNIF UNIFOR ORM M ROOM ROOM LAUNDRY CONT CONTRO ROL L DESK DESK
PUBLIC AREA:
The public area includes the areas which are used by the guest as well as the public. These include the gardens, the carr park, ca park, the the rest restau auran rants ts,, the the lobb lobby, y, shop shoppi ping ng arcad arcades es,, healt health h club, club, swimm swimming ing pool, pool, co corri rridor dors s etc. etc. there there is publ public ic areas supervisor who is assisted by the house-men and the casuals to look after the cleanliness of these areas. Supervisors are allotted these areas and they ensure that thes these e are are clea cleane ned d and and st stan anda dard rd main mainta tain ined ed as per per the the spec specif ific icat atio ion n of the the ho hote tel. l. He/S He/She he then then goes goes arou around nd to ensure that cleanliness is being maintained. ROOMS:
The vacant vacant block blocked ed rooms rooms are clean cleaned ed first, first, follow followed, ed, by bloc blocke ked d
depa depart rtur ure e
room room..
Prio Priori rity ty fo forr
serv se rvic icin ing g bloc blocke ked d
departure rooms depends upon the guest’s time of arrival. Lastly the occupied rooms are cleaned and priority is given
to those the clean Mt room sign on the door. The engi ngineeri eering ng
depart partm ment ent
is
info form rmed ed
of
any any
elect ctri rica call
disaffects the fixtures. If any major repairs are to be done then the room is taken under repair and the control desk is informed about it. The lost and found items if found in Departure rooms are boug bought ht to the the co cont ntro roll desk desk and and furt furthe herr nece necess ssar ary y st step eps s regarding Lost and found procedure are followed. LINEN ROOMS:
The The line linen n room room st stor ore e all all the the fres fresh h line linen n requ requir ired ed by the the various department of the hotels, mainly the F & B Service. In the linen room a stock of table cloth, napkins, dusters, waiter’s cloth, bed spread, night spread, pillow covers towels etc. are kept A par stock of is maintained for all the linen. One in the room, one in circulation, one in the laundry and one in the pantry. All exchanges are made on the basis of fresh for soiled ones. Soiled linen is sorted about by the floor attendant and a copy is sent to the linen room against which fresh linen is given for the floor pantries. The room linen is sent twice a day to the floor pantries. UNIFORM ROOMS:
It is the place where all the employees uniforms are kept for ready use by the staff. Is has separate racks and shelves for the the iron ironed ed unif unifor orms ms and and so some me fo forr the the st stac acke ked d on ones es.. It should have spare sets and a tailor to mend torn or
damaged linen or uniforms. Soiled uniforms are sent to the laundry once a day. All cotton and terrycott are exchanged once on ce a day day and and are are wash washed ed whil while e expe expens nsiv ive e terr terry y wool wool.. Uniform are received once a day from the laundry and all cott co tton on unif unifor orm m are are fo fold lded ed are are st stac acke ked d wher where e as terry terryco cott uniform are hanged on hanger. A par stock of 4 is maintained for cotton uniform and 3 for terrycot ones. A uniform inspection is held once a month and old uniform are discarded. In the surveyed hotel, the uniform room gives uniform and also stores the civil dress of the staff for the shift. LAUNDRY:
In the hotel surveyed the laundry room is situated opposite to the Accounts Accounts Departme Department nt in the lower lower basem basement ent.. It is manned by the House Keeper and his House men. It launder to the staff, executives as well as to the guest. The guests are charged accordingly. In this hotel laundry often on contract basis and are issued by the hotel laundry room itself.
GUEST LAUNDRY PROCEDURE:
When When the the gues guestt ca call lls s the the ho hous usek ekee eepi ping ng and and as asks ks fo forr his his laun laundr dry y to be co coll llec ecte ted, d, the the room room numb number er and and time time is recorded after which a valet is sent to his room to collect the
laundry. The clothes are then sent to the laundry where they are taken care of as per the requirements. The laundry is sent to the roo rooms in the evening or early rly morning. Emergency laundry is given to the guest within 6 to 8 hrs. one on e dome domest stic ic wash washin ing g mach machin ine e is used used in this this ho hote tell fo forr emergency. Pressing is done manually. CONTROL DESK:
It is the the nerv nerve e ce cent nter er of hou ouse se keep keepin ing g depa depart rtme ment nt.. It coordinates with all the other departments. It is here that all the guest’s complaints and requests are taken care of. In the beginning of any shift all room status are checked and all departures are written down. All registers are updated here. The desk control attendant co-ordinates with the front Office regarding arrivals and departure, blocked room for repairs, etc. the house Keeper’s report is done here and the occupancy list is also prepared. The engineering department is notified of all the faults in the rooms from here. CO-ORINATION CO-ORINATION WITH OTHER DEPARTMETNS: 1. Fron Frontt Offic fficee 2. Engine Engineeri ering ng and and Mainte Maintenan nance ce 3. F & B ser serv vice ice
FORMS, FORMATS AND REGISTERS USED: 1. Cleaning, Cleaning, maintenanc maintenancee and suppli supplies es checklis checklistt 2. Room Room atten attendan dant’ t’ss repo report rt
3. Occu Occupa panc ncy y list list 4. Main Mainte tena nanc ncee list list 5. Floor Floor sup superv erviso isorr list list 6. Unde Underr Rep Repai airr cha chart rt 7. House House keeping keeping store store room room requi requisitio sition n 8. Key Key regi regist ster er 9. House House keepin keeping g log log boo book k 10.Lost and found register 11.Flower register 12.Message register 13.Attendance register
SPA Since times immemorial. People have yearned for a place where they could find solace from the complexities of their daily lives. They seek a retreat where mind, body and spirit can ca n be brou brough ghtt into into bala balanc nce. e. An And d from from whic which h they they ca can n emerge invigorated and rejuvenated. The spa aims to create just an oasis of calm where every sense is rev revitalized, and where old and new arts of rejuvenation are practiced by experienced experienced professionals. The 13000 Sft square foot spa is equipped with a state of the the art art gymn gymnas asiu ium. m. Priv Privat ate e dres dressi sing ng room rooms s fo forr men men and and women women and luxuri luxurious ously ly desig designe ned d whirlp whirlpool ool,, sauna, sauna, steam steam and
relaxation
roo rooms.
This
is
combined
with
luxury
treatment suites. Hydrotherapy rooms and our own unique ayurvedic centre. Our consultations are designed to help our clients select and desi design gn pers person onal aliz ized ed trea treatm tmen ents ts that that addr addres ess s
indi indivi vidu dual al
needs. These treatment are appropriately designed for both men and women. Our unique blend of oils, positions and lotions are influenced by trad tradit itio iona nall beau beauty ty ca care re.. Al Alon ong g with with the the inte intern rnat atio iona nall produc productt line line ESPA ESPA which which uses uses the highe highest st quali quality ty organi organic c plants known for their purity and potency. Combined with a thearapeutic holistic approach, developed as much for the inner self as the outer body and face. We invite you to experience these new levels of relaxation, revitalization revitalization and rejuvenation welcome to the spa. Welcome to a feeling of health and well-being.
We
have
an extensive array of massage therat ratpies
from all over the world. They are fine blend of European techniques combined with age - old asian traditions. Each indivi individu dual al therap therapy y is inten intende ded d to reduce reduce in the body and and mind, stimulate the circulation and thus promote an overall feeling of relaxation and rejevenation. Our unique signature’ Indi Indian an magi magic’ c’ is the the ulti ultima mate te reju rejuve vena nati tion on ther therap apy. y. A wonderful experience not to be missed. BODY POLISHES
These body polishes have been selected with care to restore the the sof oftt wand wand sil silky glow of yo your ur body. ody. Exo xottic nat natural ral
ingredients such as salts. Poppy seeds. Fresh rose petals. Globe thistle and sandalwood are used. Depending on skin typ type.
These hese treat reatme men nt
remo remove ve
dead ski skin
cellls. Ease ce Ease
excessive oiliness or dryness and leave your skin cleansed and invigorated. These treatments are used in combination with our vichy shower. BODY TREATMENTS
A vari varie ety of body ody tre treat atm ment are are avai availlabl able at the the Spa Spa involvin involving g age old cleansin cleansing. g. Moi Moisturi sturizing zing,, deep deep relaxatio relaxation n and toning remedies. We use ingredients such as seaweed, rich in minerals, to boost metabolism and marine mud, rich in trace elements to help improve lymphatic circulation and fluid retention. HYDROTHERAPY
Our luxury xury hydro ydrotthera herap py bat ath hs are are use sed d to rel relax and strengthen the body. Boost the immune system and increase metabolism. As strong jets pummel your body. You will feel the tension drai draini ning ng away away.. We use use ingr ingred edie ient nts s such such as micr micron oniise sed d marine algae, milk, orange blossom and essential oils. Each one of these will leave your skin feeling deeply nourished and and yo you ur body ody and and mind mind co comp mplletely ely rel relaxed axed.. A trul ruly exhilarating experience. Which can be enjoyed by itself or used to enhance another treatment.
BACK TO BASICS
Alth Al thou ough gh the the back back is on one e of the the most most impo import rtan antt st stre ress ss bearing area reas of our body, it is also one of the most neglected. Our back treatments are designed to pamper and treat sluggish skin and relieve stress and anxiety in the body and mind. HAIR TREATMENTS
Natura Naturall ingre ingredi dient ents s from from tradi traditio tional nal Indi Indian an medic medicine ine have have long been known to help restore beauty, luster and bounce to the hair. We use fresh fruits. Honey and vanilla, japapattyoli, esthi root, yogurt. Lemon juice and amla, to leave your hair shining with health and luster. HANDS AND FEET
We have have a vari variet ety y of luxu luxury ry trea treatm tmen ents ts to rest restor ore e the the natural beauty of your hands and feet. Using our OPI nail care ca re syst system em,, thes these e are are desi design gned ed to meet meet ea each ch clie client nt’s ’s individual needs. Our unique paraffin wax dip for the hands helps soothe dry nails, cuticles and restores moisture and luster to the hands. Treat your face and eyes to an enriching experience. The spa’ spa’s s fa faci cial al and and eye eye trea treatm tmen ents ts use use anci ancien entt and and natu natura rall remed remedies ies in combi combinat nation ion with with ESPA’S ESPA’S natura naturall produc products ts to make make yo your ur fa face ce glow glow,, and and yo your ur eyes eyes spar sparkl kle. e. Care Carefu full lly y
selected
herbs,
iromatic
oils
and
other
indigenous
ingr ingred edie ient nts s are are empl employ oyed ed and and guara guarant ntee eed d to repl replen enis ish, h, soothe and nourish your skin. To
complement
and
enhance
many
of
our
available
trea treatm tmen ents ts,, the the spa spa also also of offe fers rs a rang range e of ac acti tivi viti ties es and and classes
to
boost
fitness.
These
range
from
fitness
assessements to cardiovascular workouts to meditation and yoga. These activities will help you to get the best from your body and make the most your lifestyle. All of our teachers are talented, experienced and well trained professionals. Ayurveda, the science of life, stipulates that each individual has a unique mind and body constitution, and so will have unique balancing needs. At the spa, a complete analysis is done done by an ayurve ayurvedi dic c physi physicia cian, n, after after which which a treatm treatment ent plan is prescribed . each one of the massage therapies is administered by practitioners well-versed in this 5,000 year old art. PERSONNEL DEPARTMENT INTRODUCTION FUNCTIONS INTRODUCTION: This department is responsible for all the executive and non executive staff working in the hotel. It is a liaison between labo laborr laws laws and and ho hote tell mana manage geme ment nt.. It is resp respon onsi sibl ble e fo forr scre sc reen enin ing g requ requir irem emen entt and and se sele lect ctiion of the the st staf aff. f. The The
depar departme tment nt vacanc vacancie ies s are advert advertise ised d by this this depar departme tment nt only. FUNCTIONS: 1. Recruitme Recruitment nt and retireme retirement nt is done done by the personn personnel el manager manager 2. Deserving Deserving people people get promot promotion ion on the word word from the HOD HOD and proceeds proceeds through the personnel department. 3. The leave leave cards and loan loan applicatio applications ns pass through through this this department department 4. Pay scales scales are formulate formulated d by the personnel personnel manager manager along with the departmental HOD. 5. Staff Staff apprais appraisals als are are sent sent from from there. there. 6. they look look after after the welfare, welfare, securi security ty and safety safety of the the staff 7. they are are responsibl responsiblee for inter inter hotel hotel staff transf transfers. ers. 8. cultural cultural events, events, annual annual day, sport sport activity activity for the the staff are looked looked after after by this department. TRAINING DEPARTMENT: DEPARTMENT:
The trai raining ning departm artme ent is head heade ed
by
the TRAI RAININ NING
MANAGER who is responsible for all training programs in the kitc kitche hen n fo forr the the trai traine nees es.. The The TM co co-o -ord rdia iant ntes es with with the the catering college student who do their training in the hotel. The TM decides the duration and the departments for the trainees. The trainees have to submit their training report to the trainee manager as there are training classes for them. Training classes are held of the hotel staff and the toppers are promoted. All the trainees have to report to the TM before joining their respective training as the TM gives them their schedules.
HIERARCHY OF PERSONNEL DEPARTMENT
PERSONNEL MANAGER PERSONNEL ASSISTANT
TYPIST (COMPUTER OPERATOR)
ACCOUNT AND F&B CONTROL
1. 2. 3. 4.
ACCOUNTS FUNCTI NCTION ONS S F&B CON CONTR TRO OL FUNCTI NCTION ONS S
ACCOUNTS:
The ho hote tell being a part part of a so sop phist histiica catted and and vib vibrant rant indust industry ry has volumi voluminou nous s cas cash h turn turn over over and for effect effective ive management efficient systems and controls are followed. The The ac acco coun unts ts depa depart rtme ment nt main mainta tain ins s all all debi debitt and and cred credit it oper operat atio ions ns.. It reco record rds s tran transa sact ctio ions ns rega regard rdin ing g the the ho hote tell operations.
It
records
the
sales
of
rooms,
food
and
beverages and other hotel facilities. It dispenses wages to the staff. It shows the status of the hotel by preparing the profit and loss account statements. It directly controls credit
cards, guest financial portfolios and transactions in foreging currency.
FUNCTIONS:
1. It allows allows after after purchase, purchase, capital capital and and revenue revenue expenses. expenses. 2. Manageme Management nt of rooms rooms and restauran restaurantt sales. sales. 3. Loans or credit credit cards cards for for employ employees. ees. 4. Bud udge getting ing. 5. Maintaini Maintaining ng t6he bills bills of the the revenue revenue produci producing ng outlets, outlets, 6. Prepar Preparing ing financ financial ial stateme statements nts.. 7. Collec Collectio tion n of pend pending ing bills. bills. F&B CONTROL
This is one of the important sub sections of the accounts department. They regulate the important sub sections of the acco ac coun unts ts depa depart rtme ment nt.. They They regu regula late te the the fo food od co cost st,, the the restaurant sales summary outlets checks. A flash report is prepared by them giving the average revenue per cover. Inventory of kitchens and stores is done by them which his later submitted to the executive accountant. FUNCTIONS:
1. 2. 3. 4.
Tall Tally y to to KOT KOT’s ’s Food cost calculated calculated in actual actual inven inventory. tory. Contro Controll on comp complim liment entary ary.. Implying Implying methods methods for for minimum minimum wastage wastage in depart department ment
FILES & REGISTERS MINTAINED:
1. 2. 3. 4. 5.
Daily Daily wine wine and liqu liquor or inven inventor tory. y. Daily Daily sales sales invent inventor ory y Dail Daily y cos costt repo report rt.. Flas Flash h rep repor ort. t. Breaka Breakage ge & spoila spoilage ge check check repo report. rt.
ACCOUNTANT
PURCHASE
SUPERVISOR ASSISTANT ACCOUNTANT (COMPUTER OPERATER) PURCHASE, RECEIVEING AND STORES
1. 2. 3. 4. 5.
PURCHASE PURCH PURCHASI ASING NG PROCED PROCEDURE URES S MODE MODES S OF PUR PURCH CHAS ASIN ING G RECEI ECEIV VING STORES
PURCHASE:
This
is
a
non
rev revenue
generating
departm rtment.
This
department purchases all essentials needed for the smooth functioning of the hotel. The purchasing is then according to the departments specification The main purpose of this department is to determine the correct purchasing objective and the right quality, quantity at the right price to be purchased. PURCHASING PROCEDURES.: 1. A purchase purchase order order system is used used to co-ordinati co-ordination on with the the accounts accounts department which are a used to purchase food, equipment and supplies. 2. all purchas purchases es are made made by giving giving an order order on the purchas purchasee order form form 3. for the purcha purchase se of large quantit quantities ies of supplies supplies tender tender are invited invited and the lowest bids are accepted and contracts are made on yearly basis.
PURCHASING PROCEDURES.: 1. A purchase purchase order order system is used used to co-ordinati co-ordination on with the the accounts accounts department which are a used to purchase food, equipment and supplies. 2. all purchas purchases es are made made by giving giving an order order on the purchas purchasee order form form 3. for the purcha purchase se of large quantit quantities ies of supplies supplies tender tender are invited invited and the lowest bids are accepted and contracts are made on yearly basis.
MODES OF PURCHASES
There are several modes in which purchasing is done by the department. Some of them are; Perish Perishabl ables es - Mont Monthly hly contra contract ct General store it items Food Food stor storee item itemss
- Mo Monthly co contract
- Mo Mont nthl hly y cont contra ract ct
Bevaer Bevaerage agess - Month Monthly ly contr contract act
Daily Daily needs needs - Cash Cash Purcha Purchase se Heavy Equipments- Cash Purchase
RECEIVING:
This is the department where the supplies requisitioned for, first arrive in the hotel and products which match the quality standards specified in the quotations are accepted. When the food items are received they are checked and weighed in front of the suppliers.
The system and procedures followed are: 1. Each item item is stored stored in the store store room in sea sea port bins bins for each each branch and type. The room is kept closed closed at all times and has a lock on it. Every day the par stock is maintained. 2. Depending Depending upon upon the need need the purchas purchasee order form form is filled filled which which his in triplicate. The original is sent to the suppliers. The second to the accounts and the third is kept by the stores. 3. when the the goods arrive arrive the receivin receiving g clerk receive receivess it and prepares prepares the receiving clerk’s report, listing the item accurately. He then checks the original order against the invoices to verify the prices, provisions total and merchandise being delivered. The invo9ce invo9ce and the receiving clerk’s report are sent to the F & B manager’s office who scrutinizes the original purchase order for price and quantity before approving approving it. 4. after the the wines wines and spirits spirits are receive received d they are are stamped stamped with a code number. Wine bottles are usually stored horizontal on shelves and spirit bottles are attached to the bin so that the exact quantity of code numbers the selling price is noted. This helps in maintaining par stocks.
5. a monthly monthly inventory inventory is is taken to as as a control control on the beverag beverages es and checks for losses. The store person verifies. With the count on the bin card along with with actual number of of bottles he has counted counted in the bin.
STORES
Once the items are received they are stored in a manner which prevents deterioration of quality and reduces chances of pilferage. Perishables are purchased in the right quantity needed and are sent to the respective kitchens who in turn are responsible
for
their
storage
in the
cold
rooms.
Dry
perishables arc kept in t6he stores which is in close contact with both, the kitchen the stores. It is away from direct sunl sunlig ight ht and and is pest pest co cont ntro roll lled ed good goods s are are issu issued ed agai agains nstt proper requisitions which should be signed by the authorized personnel only.
The storage systems are: Vegetable
-
walk in coolers (4-8 *c)
E gg s
-
walk in coolers (2-4 *c)
Raw meat unprocessed
-
walk in coolers (2-4 *c)
Raw meat processed
-
deep freezers (-10 *c)
Dairy products
-
4 door cooler (2-4 *c)
Food items
-
dry stores
In MAURYALOK there is only two deep freezers where raw meat ats s proce rocess sse ed are are kep kept, one wal walk in co coo oler whe where vegetables, eggs are stored and rest of the perishable items are stored in 4 door coolers and dry stores. HIERARCHY OF THE STORE STORE KEEPER HELPERS ENGINEERING AND MAINTENANCE 1. Fun unct ctio ions ns 2. Form Formss and and form format atss used used
Functions: The main function of the E & M department is to see that power, power, water water and other other energi energies es so sourc urces es neede needed d for the hotel hotel is safel safely y and prope properly rly provid provided ed.. Whil While e mainte maintenan nance ce department makes sure that all the worn out damaged items are replaced promptly and efficiently. E & M holds an prime importance in the working of the hotel for it is responsible for all the equipments which are being used in the hotel. Guest room are also its main concern, as they have to see to it that all the equipments in the guest room are in proper working
order.
When
rooms
are
given
for
measure
renovations or repair, it should be done in the least time so that the room car. be ready for sale.
Other Duties of the E & M Department are: 1. Smooth Smooth functi functionin oning g of guest utilities utilities.. 2. Attend Attend and and rectif rectify y all all technic technical al snags snags 3. Respond Respond and and replac replacee all worn out item. item. 4. Follow Follow the specify specify function functionss during confere conference4 nce4ss and banquets. banquets. Forms And Formats: 1. 2. 3. 4. 5.
Mainte Maintenan nance ce order order slip. slip. Preven Preventiv tivee mainten maintenanc ancee table. table. Logbook. Issu Issuee regi regist ster er.. Duty Duty on job job cha chart rt
ORGANIZATIONAL ORGANIZATIONAL STRUCTURE/ HIERARCHY OF E & M DEPARTMENT
Chief engineer Supervisor
Electrician
Plumber A/C Mechanics
Security:
1. Security 2. Fun unct ctio ions ns Security:
The hotel security is more for a preventive purpose designed to minimize loss and damage to life and property when they sort of disaster occurs. The chief security officer is totally
responsible to provide the hotel with adequate security and should ensure that the personnel under him are trained to handle fire, accidents, drunken guest, death etc. The security department is headed by a chief security officer who is assisted by security officers who are in charge for every shift the security guards and the watchman give the actual security. The guards are normally assigned to specific areas and are responsible to maintain security control for their particular areas. They are generally near the staff entrance and check them for the Ids and are also in charge of the tie office, Functions: 1. 2. 3. 4. 5.
Responsibl Responsiblee for security security on floors floors,, rooms and and public public area. Systematic Systematic parking parking of the vehicles vehicles Maintaini Maintaining ng depart department ment key registers registers.. Mainta Maintaini ining ng visito visitors rs entry entry book book Through Through checking checking of of the hotel hotel staff staff before before leaving leaving the hotel hotel at the end of his/her shift. 6. Chec Check k on supp suppli lies es.. 7. Swift Swift actions actions in case case of of emergen emergencies. cies. 8. Receiving and taking action on information from the reception of any 9. misco iscond nduc uctt 10.Fire warning system control in-care of fire.
HIERARCHY OF SECURITY DEPARTMENTS SECURITY OFFICER SENIOR SECURITY GUARDS SECURITY MEN OPERATIONAL
PROBLEMS & SOLUTIONS
FRONT OFFICE
PROBLEM
The office office assistants assistants were were not very very keen about about their their jobs. jobs. No doubt, doubt, they were were performing their daily duties normally, but extra edge or charm was not there in thei theirr perf perfor orma manc nce. e. he reservat reservation ion assistan assistantt use to take take observat observations ions on the phone with bare minimum minimu m guest gu est details, detai ls, and did not even try up-selling up-s elling.. At the t he front desk the receptionists were never do a extra thing to please a in-house
guest, and they always tried to neglect or avoid in-house guest as the guests were adding burden to their existing work schedule.
SOLUTION
Now, as long as the front office offic e assistants assis tants perform perfo rm their duties correctly corre ctly and honestly there should not be a problem, but on the other hand a little extra from them would only help them increase sales and build an even better reputation for the establishment. establishment. Small things things that are done, done, matter a lot in the long long run. believe belie ve a trainin tr aining g class for all the front office assistants assis tants must be held, where all their humanitarian humanitarian skills skills must be brushed up. they must be first congratulat congratulated ed on their current status of work and then, should be asked to improve.
PROBLEM
The bell boys movement movement card was not being maintained properly properly and the front office assistants were not keeping a track of their movement as result of this the use to wander about in the property and take very long time to complete the tasks given to them. Also the belly boy movement cards were signed at the end of the shifts.
SOLUTION
To track and get efficient work out of the bell boys the front office assistants or the cm must ensure that don’t send bell boys away on private work from the lobby lobby area. Secondl Secondly y the seniors seniors must make sure that that the sign the bell boy movement card after every errand given and they must see to it that the bells boys mention menti on the th e time tim e they leave and arrive a rrive back at the th e lobby. lob by.
PROBLEM
The hotel has a very small lobby with no specific information or travel desk. The recepti reception on counter counter itself itself was being used for this purposes purposes..
Hence Hence the
reception counter was crowded at all times and some times the guests were neglected as the staff was unable of handling handling many people at one time. SOLUTION
There should be a small information counter or travel desk made in the lobby. This would in the long run help the hotel as the guest would be satisfied by the service he gets and the staff also would be able to give them more attention. As now what happens is that the guest who are checking in are given first priority and the one staying with us have to wait for a while before they can get their work done. This also have an negative impression.
PROBLEM
Often they have computer shutdowns which also creates major problems as it usually happens without prior information keeping the guest waiting for check ins - check out and information.
SOLUTION
The computer shutdowns should be minimized and even when done should be after prior information to the desk.
FOOD AND BEVERAGE SERVICE
PROBLEM
The container for drinking drinking water in the Sippers Sippers restaurant of Le-Meridien Le-Meridien is made of metal which tends to set sediments at the bottom of the container giving an unhygienic scene to the guest.
SOLUTION
The Sipper Sipperss restau restauran rantt sho should uld use glass glass contai container nerss inste instead ad of metal metal and the container should be cleaned regularly.
PROBLEM
To take ice cubes out of the machine, the service boys often use the glassware from the restaurants instead of the pans.
SOLUTION
The ice cubes machines should be provided with pans chain tied which will help the pan to be in container container always. The waiter should be strictly strictly instructed not to use glasses for this purpose.
PROBLEM
The banquet halls are big but lack of staff to host big functions, thus problems arise when the functions are held.
SOLUTION
Enough staff should be employed in the banquets as it is one of the major revenue earning area and if there is a shortage of staff they should be hired.
PROBLEM
No proper supply of table clothes. Hence service staff are forced to use soiled table cloth by which guest feels standards are low.
SOLUTION
Sufficient table cloths has to be provided to the restaurant as it may show well organised structure. A certain number of table cloths should be kept always as par stock as a precaution to the wore out table cloths.
FOOD & BEVERAGE PRODUCTION
PROBLEM
The various sections of the kitchen does not have partitions. This leads to exch exchan ange ge of equi equipm pmen entt and and uten utensi sils ls and and caus causes es conf confus usio ion n amon among g the the
kitchen personnel and causes disputes which lowers the efficiency of the cooks.
SUGGESTION
Partitions Partitions should should be made between between various sections sections of the kitchen. kitchen. So that one section do not use other sections raw materials or equipments.
PROBLEM
Consumption of most of the food prepared in the kitchen by the staff, which shows sho ws the the inef ineffi fici cien entt supe superv rvis isio ion. n.
This Th is affe affect ctss the the food food cost cost and and also also
increases the wastage of food.
SUGGESTION
The staff should be properly guided regarding this, strict supervision must be made to check all the staff that they would have their meals in staff cafeteria and no where else. PROBLEM
The cleaning process of equipment like juicers, mixers, grinder are not properly carried out leading to a messy condition in the kitchen
SOLUTION
Juicers, mixers, grinders etc. etc. should be cleaned cleaned regularly after after and before use. The blades should be removed for proper cleaning and put back after after drying.
PROBLEM
Lack of proper proper lighting lighting especially especially in the walk - in - coolers reduces reduces the work efficient of the staff as it strains their eyes and is also time consuming as it is difficult to search goods in dark.
SOLUTION
Proper lighting especially especially in walk - in - coolers coolers as it can avoid major accidents.
HOUSEKEEPING
PROBLEM
The laundry is not well equipped with the equipments and latest machines. Due to which the machines used for washing and drying were over loaded which result in timely supply of fresh linen to the guest.
SUGGESTION
Introd Introduce uce latest latest machi machines nes and equipm equipment entss in the laundr laundry y to quicke quicken n the provis pro vision ion and timely time ly sup supply ply of fresh fre sh linen lin en to the guest gues t rooms roo ms and various vari ous other outlets. This helps in making goodwill among the guests.
PROBLEM
The duty allocat allocation ion of employees employees was not properly properly done. The staff staff was not being rotated rotate d especial es pecially ly the house men / room r oom boys boys.. hat h at use to happen happe n because b ecause of this that some staff got lesser or easier easier work when compared compared to others. This use to demoralize and which was deteriorating the quality of their work.
SOLUTION
I feel the most appropriate and effective way of solving this problem is by circulating the staff on a weekly basis from the floors to public area to the laundry section. section. By doing this, the staff staff will also have have a change in their work work schedu schedule le,, and becau because se they they woul would d be work working ing with with diffe differe rent nt peopl people, e, the the management will also benefit from this and this will had to firstly cooperation within the department on a large scale and secondly that it would increase the work efficiency efficiency of the staff. staff. this is same thing thing that should should be done so that the
staff staff can can brea break k loose loose from from the the mon monot otono onous us work work sched schedul ulee that that the the staff staff current currently ly have. The staff staff on the other other hand will be looking looking forward forward to the change in their work schedule, because a different area or section every week would be like a fresh start every week.
PROBLEM
Lack of employees thus more work load on other staff.
SOLUTION
Adequate number of staff are needed to be recruited to reduce the work load and increase efficiency.
CONCLUSION
The objective of this project is to make an in-depth study of the major operating departments within an hotel I have trained (Le-Meridien, New Delhi) as regard their organizational structure of each department, their duties and responsibilities, system and procedures used, the various divisions / sections within the department and their layouts, the departmental relations and coordination between each and to show the various forms and formats and management information system used in each departme department. nt.
Then Then a critic critical al analysis analysis made of the above above inform informati ation on
coll collec ecte ted d to pu putt forw forwar ard d reco recomm mmen enda dati tion on for for impr improv ovem emen entt of the the ov over eral alll performance. Critical observations and recommendations have been made for the problem areas in regard to layout hygiene and sanitation equipment and general matters. For the purpose of improving efficiency efficiency productivity, profitability, profitability, better and safe working environment, increased employee interest and resultant high quality products. This This study study has been a truly truly enlight enlighteni ening ng learnin learning g experi experien ence. ce.
It has
provided an insight into the various operational, problems and drawbacks that may be faced in any mass catering operation. operation. It has skilled and experienced craftsman, craftsman, who if continue to work in the dedicated fashion and introduce improvements when necessary, will sincerely manage to retain the market it has captured and widen its horizon.
BIBLIOGRAPHY
1.
A n I n t r o d u c t i o n t o To u r i s m -
Lan J acks on
2.
Fron t Office
-
Su d h i r A n d r e w s
3.
F&B Servic e
-
Sudhir Andrews
4.
F&B Product uction
-
Web-sites
1.
www.lemeridien-newdelhi.com
2.
w w w . i n d ia t o u r i s m . c o m
3.
w w w . g o o g le . c o m
4.
w w w. d e l h i t o u r i s m . c o m
Thang ngaam E. Philip
