Jaipur Marriott Hotel

INDUSTRIAL TRAINING REPORT

Jaipur Marriott Hotel Jaipur, Rajasthan

ACKNOWLEDGEMENT

As a part of 2 nd year of the Three year Degree course in Hotel Management, the students have undergone an Industrial Training of 17 weeks which is a true exposure to the actual functioning of the industry. This is the exact time to get acquainted with the facts of the industry and decide the area of professional interest.

I express my profound gratitude for having selected me for the Industrial Training Programme. I would like to convey my thanks to the Training Department for having coordinated our training well.

This report is a brief of the departments I was exposed to during my training period. This is a collection and compilation of material of educative value gathered from the hotel.

INDEX

• INTRODUCTION • SCOPE, PURPOSE, OBJECTIVES, METHODOLOGY, LIMITATIONS • PROFILE OF THE PLACE • PROFILE OF THE HOTEL

• SPRIT TO SERVE • FOOD & BEVERAGE SERVICE • CONCLUSION

INTRODUCTION

Jaipur Marriott is the first Marriott international hotel in Rajasthan under the Marriott hotels and resorts brand and is an important milestone in our company’s history and future growth. Among the most inviting Jaipur hotels near airport facilities, the Jaipur Marriott is easily accessible to the Pink City Offering exquisite gourmet experiences - Indian, Italian, deli, live cooking stations and pastries - to suit every palate Enjoy a day of pampering at the luxurious Quan spa with a signature massage, manicure and pedicure.

SCOPE, PURPOSE,OBJECTIVES, METHODOLOGY, LIMITATIONS

SCOPE, PURPOSE, OBJECTIVES, METHODOLOGY, LIMITATIONS SCOPE•

To analyze the present conditions and functions

of the hotel. •

To study each Dept. in detail and how it

functions. PURPOSEThe purpose of this project is to study the operation of hotel.

OBJECTIVESThe main objectives of project is to – •

To study the organizational structure.

•

To study the systems and procedures used in

each department. •

To study the operation aspect.

•

To study how hotel functions.

METHODOLOGYThe data required for the project has been collected from primary and secondary services.

Primary Data CollectionThe primary data was collected during the on job training in the hotel. System and procedure that each department

uses

and

how

each

department

co-

ordinates with each other was learnt while spending time in the departments while training.

Secondary data CollectionThe secondary data collection was collected from the reference of books and magazines.

LIMITATIONSThis study is limited because of following reasons1. Major financial aspect of the hotel has not been given. 2. Insufficient exposure to each department. 3. All the members of each department did not give all information that was registered. 4. Period of 17 weeks is not enough to know everything regarding the hotel and its function.

PROFILE OF THE HOTEL

Guest Rooms

•

Our Jaipur luxury hotel's guest rooms feature Marriott Revive® bedding with cotton-rich linens

•

Enjoy marble bathrooms with separate tub and shower, blow dryer and lighted make-up mirror

•

Equipped with high-speed Internet access and well-lit, spacious work desk with ergonomic chair

•

In-room entertainment at our Jaipur luxury hotel includes cable TVs w/DVD & iPod docking stations

•

Enjoy daily replenished fresh fruits, in-room coffee/tea maker, mini-fridge & 24-hr room service

•

Ideal for travellers, our luxury hotel's Jaipur, India location is just minutes from the JAI airport

INTRODUCTION The quality of food and beverage does not vary much in same line restaurants but ultimately the most crucial and most talked about aspect of food and beverage is the service that goes along with it. A not so high quality food can be camouflaged by excellent service but never can bad service be camouflaged by good food. The aim of the operation is to make the guest feel relaxed and at home.

Okra

International Exquisite among international restaurants in Jaipur, Okra is open for breakfast, lunch and dinner featuring Asian, Indian and international fare served a la carte and buffet-style. Staffed specialty stations include fresh pizzas, sushi, and Teppanyaki.

•

Open for breakfast, lunch and dinner

•

Dress code: Casual

•

Reservations required

Saffron Indian Our Jaipur restaurant's contemporary Indian cuisine features regional specialties including great kebabs, curries and biryani along with a variety of local Rajasthani fare. Vegetarian entrees are available upon request. •

Open for dinner

•

Dress code: Casual

•

Reservations required

Jaipur Baking Company

Deli A delicatessen offering gourmet sandwiches, soup and salads, Illy coffee & hand-rolled pralines. •

Open for breakfast, lunch and dinner

•

Dress code: Casual

Lounge 18

Tapas Serves teas, tisanes and lite fare during the day & cocktails, wines and tapas in the evening. •

Open for dinner

•

Dress code: Casual

Quo (Opening soon) Continental A multi-level night club and lounge with live music, great cocktails and light tapas. •

Open for dinner

•

Dress code: Casual

ROOM SERVICE

a) When a guest calls the Room Service, his order is taken by the order taker who posts the entries into the computer. b) The cheque is printed on a printer which is kept at the supervisors desk. c) This cheque has 4 copies –KOT, Guest copy, Accounts copy and F&B control copy. d) The KOT and F&B control copy are taken off by the supervisor and given to the kitchen and Room Service steward who lays the trays or a trolley. e) The breakfast is collected from the Room Service kitchen, some of lunch, dinner items are picked up from Chins kitchen, Main Kitchen .

f) After the food is picked up, it is kept on a tray which is kept at the Supervisor’s desk.

The Supervisor checks

the order before it goes to the room. g) Accompaniments of different foods (Indian, Chinese) etc. are also placed.

ROOM

SERVICE

DOOR

KNOB

BREAKFAST

MENU

CARD :-

This card contains the Breakfast menu, the time at which the order is required and the room number which has to be filled in by the guest. The guest may tick the item he wants to order for breakfast.

The card is then again hung

with the door knob outside the room. The night shift staff of the Room Service collects all these cards from outside the rooms and the order is thus sent to the guest room at the stated time in the morning. Fresh door knob menu cards are placed in the rooms by the Housekeeping department. BASIC TRAY SET-UP FOR TEA/COFFEE ORDERS:  Teacup  Saucer

 Tea Spoon  Sugar Bowl  Tea Strainer with slop basin  Milk Pot  Tea Pot and a pot of hot water with a ‘HOT WATER’ tag. For Coffee, no hot water is placed separately.  While setting up a tray, the first thing that is checked on the KOT is the number of guests according to which the cutlery and crockery is placed. If the number of guests is more than 4, then a Room Service trolley is set-up instead of a tray.  Open Orders:

These are orders for food items, which

do not appear on the menu i.e. those, which are not, listed in the Micros e.g. curd and rice. Such orders are priced by the Room Service Manager at his discretion  Wake up orders:

Many a times, guests call up the

Front Office to request for a wake up call in the morning. They generally order for tea or coffee to be sent at the stated time. The Front Office forwards such orders to Room Service. Such orders are referred to as “wake up orders”

CO-ORDINATING DEPARTMENTS KITCHEN Garde Manger- To pick up cold preparations, e.g. Salads, galantines and pates buffets of banquets. Pantry- To pick up sandwiches, fruit platters, fresh juices, individual salad portions. Hot ranges & Grills- Hot food items such as steaks, chops, etc.

Bakery & Confectionery- to pick up breads, pastries, cookies and ice creams. Still Room- To pick up hot beverages, e.g. Tea & coffee. KITCHEN STEWARDING This department primarily controls the storage, issue and maintenance of service equipment in the restaurants and kitchens. The sanitation and hygiene of the kitchen and its overall maintenance come under this department. It is also responsible for the employee’s cafeteria.

STORES The source from where the steward can pick up supplies of proprietary sauces, stationary, etc. for the restaurant. HOUSEKEEPING This

department

is

responsible

for

the

cleanliness,

maintenance and the aesthetic beauty of the hotel. It is also the source for uniforms, linen and flowers. ACCOUNTS DEPARTMENT a) Restaurant Cashier

Receives all cash and credit payments made for food and beverage sales in the restaurant and bar. If the guest signs the bill, the steward may verify his name and room number by asking the restaurant cashier to check on his computer terminal. b) Front office cashier This is the central point where all the checks signed by hotel residents are collected and entered in the total bill.

ENGINEERING This department is responsible for the maintenance of all mechanical and electrical equipment in the restaurant. Also for controlling the air-conditioning or heating. FRONT OFFICE The front office maintains a record of all guests staying in the house.

This

department

movements & meal plans.

also

co-ordinates

all

group

INTRODUCTION The Housekeeping department of any hotel plays an important role in the maintenance of the revenue earning potential of the organisation, because the sale of rooms constitutes a minimum of 75% of the hotel profit and the Housekeeping department is responsible for the upkeep of the same. In other words, a hotel gets largest margin of profit from room sales because rooms once made can be sold over and over again if the Housekeeping department is efficient enough in the maintenance of the room in a saleable condition. A good hotel operation ensures optimum room sales to bring in maximum profit.

Room sales in a hotel is dependent on many factors concerning the room itself , like the facilities, decor, cleanliness etc. Rooms once made can be re-designed to meet changing guest requirements, but the maintenance and upkeep of the same is still to be handled by the Housekeeping department. Another aspect to be considered while evaluating the room sales projection is the personal tastes

of the guest

segments

which

may

vary

even

individually. Since the choice varies the task of appealing to all kinds of guests become quite difficult. To make the room appealing to a guest is the task of the house keeping department. Thus the personal effort which the department makes in giving a guest a desirable room has a direct bearing on the guest’s experience of the hotel. The Housekeeping department is not only responsible for the upkeep of rooms but also of the various public areas which guest frequents. The various public areas, especially the lobby go a long way in influencing a guest’s opinion of the organization and may result possible increase in prospective and existing room sales. These areas leave a lasting impression on a guest’s mind as it is often the first impression that is the most lasting impression.

CONTROL-DESK It is situated on the service floor near the executive Housekeeper’s office. It is the central nervous system of the housekeeping department. From here all the information is passed and taken from various outlets and floors.

FUNCTIONS OF THE DESK : Attending guest calls and handling complaints on the phone. The guests usually ask for laundry service and other requirements like soaps, towels etc. Taking the departure room from the Front Office and releasing the cleaned rooms

1. Informing the room attendants for work like putting extra, water in the guest room , collecting guest laundry etc. 2. Informing

the

maintenance

department

about

maintenance job in floor or public areas. 3. Filling the lost & found register, making the lost & found slip and putting the items in the lost & found cupboard. 4. Issuing floor keys and collecting them during different shift. 5. Filling the log book at the end of each shift .

REGISTERS MAINTAINED IN THE CONTROL DESK 1.

KEY REGISTER : Record of all keys are maintained in this register.

2.

LOST AND FOUND REGISTER : It has all the information about the lost & found articles.

3.

COMPLAINT REGISTER : Guest complaints are written in this register.

4.

FLOOR

SUPERVISOR

REGISTER

:

One

register

is

maintained for each floor . All the room checked, room status, etc. information is written. 5.

LOG BOOK : It is used for writing instruction and information for the next shift.

6.

STAFF ATTENDANCE & GROOMING REGISTER : The attendance of all the staff is taken daily and their personnel grooming is also checked , these are recorded in this register.

7.

STORE REGISTER : The record of the items received from the main store and items issued to floor pantry are written in this register.

CLEANING PROCEDURE VACANT ROOM A vacant room is one which has not been let last night i.e. there is no guest in the room. Since it is a night ready room, the following jobs will have to be done to convert it to a day- ready room. 1. Open out the curtains. 2. Put off the bedside light. 3. Remove the Breakfast Door knob order and replace on the

bed side table ledge or writing table drawer. 4. Convert Night-bed to Day-bed. 5. Change the drinking water.

6. Dust all the furniture, bath and wash basin as well as

otherwise when water is put in a film of dust can form. 7. Flush the toilet daily. 8. If a room is vacant for several days then: a) Wash the bathroom floor. b) Vaccum clean the carpet. c) If there is a balcony or terrace, wash the floor.

OCCUPIED ROOM A stay over room has guest staying, who are not due to leave on that i.e. the room maintain the occupied status. Cleaning will vary in an occupied room as the guest’s belongings are placed in the room. A general set rule is to never touch guests’ belongings. Do not open drawers since the guests have their personal belongings. Replenish room amenities and supplies. Arrange shoes and slippers. Hang the clothes in the wardrobe and also fold and put in the original place where it was. The following procedure is to be followed while cleaning an occupied room: 1. Place trolley outside the room, in the corridor. 2. Pull back the curtains, open windows to ventilate the

room. 3. Empty the ash trays and waste basins.

4. Remake the beds. 5. Clean the bathroom. 6. Remove all soiled linen( bathroom and bed linen ). Place

them in the linen bag in linen trolley. 7. Check the room for cob web or any insect. 8. Close the windows. 9. With the damp duster, dust the furniture, moving in a

clockwise direction. 10. Check that all the electrical fittings, T.V. etc. are working.

If not, note it down and report to the Floor supervisor. Also report anything missing or damaged. 11. Replace ashtrays and waste basins. 12. Vacuum the floor and upholstered furniture. 13. Check the room appearance, straighten as necessary any

pictures, curtains etc. and remove any smears on the mirror

or furniture. If mirror cleaning looks to be

necessary then inform

the Desk supervisor or the Floor

supervisor.

DEPARTURE ROOM

Cleaning of a departure is carried very carefully. The following steps are to be taken in cleaning of a departure : 1. Place trolley outside the room, in the corridor.

2. Pull back the curtains, open windows to ventilate the

room. 3. Empty the ash trays and waste basins. 4. Remake the beds. 5. Clean the bathroom. 6. Remove all soiled linen( bathroom and bed linen ). Place

them in the linen bag in linen trolley. 7. Check the room for cob web or any insect. 8. Close the windows. 9. With the damp duster, dust the furniture, moving in a

clockwise direction. 10. Check that all the electrical fittings, TV etc. are working. If

not, note it down and report to the Floor supervisor. Also report anything missing or damaged. 11. Replace ashtrays and waste basins. 12. Vacuum the floor and upholstered furniture. 13. Check the room appearance, straighten as necessary any

pictures, curtains etc. and remove any smears on the mirror

or furniture. If mirror cleaning looks to be

necessary then inform

the Desk supervisor or the Floor

supervisor. 14. Make sure that the room is locked properly while leaving

the

room.

It

circumstances.

BATHROOMS

should

be

never

left

open

in

any

A clean bathroom gives the guest idea about the hygiene standard of the hotel. Following steps are followed for cleaning the bathroom: 1. Wash and dry ashtray of bathroom. 2. Empty and clean the sanibin. 3. Clean the glass shelf and place fresh gargle glasses. 4. Clean the bathtub ,paying attention to waste grid overflow plug and chain, and taps. Wipe over the bath panels, tiles, shower head, shower curtains, towel rack, soap holder, grip bar etc. 5. Clean the W.C. using toilet brush and wipe the outside and both sides of the seat with a disinfectant. Wipe flush handle, pipe and tiles. 6. Wash your hands and clean the wash basin, paying attention to waste grid, overflow plug and chain, taps, underside of bowl, vanity unit, panels and mirrors. 7. Place clean towels on the towel rack. Check toilet paper and replenish the guest supplies. 8. Wash floor using the bucket from trolley and sponge mop. Take care with corner and area behind the door. Water must be changed when dirty. Replace the sanibin and leave the door ajar.

TURN-DOWN SERVICE The house keeping department provides the Evening service to all the occupied rooms as well as expected arrival rooms. The following services are provided in this time : THE ROOM 1. Close and draw the curtain. 2. Put on the bedside lamp. 3. Remove the bed spread, fold and keep in wardrobe shelf,

turn down the bed. 4. Empty out the dustbin and ashtray (if required).

5. Dust the room (if required). 6. Place the BREAKFAST KNOB CARD on the bed. 7. Vacuum clean the room (if required). 8. Fill water in the flask.

THE BATHROOM 1. Replace any used towel. 2. Clean bath, W.C. and washbasin (if required). 3. Clean the mirror. 4. Replace any supplies (if required). 5. Clean the floor (if required).

PUBLIC AREA CLEANING Public

areas

include

lobby,

guest

elevators, restaurants, health club, executive offices, beauty parlor, main porch

etc. These areas are the guest contact

areas for the hotel, so they must be look their best at all time. If

the

lobby

is

littered,

the

whole

establishment suffers, as it create a bad impression on the guest. The public area cleaning job like floor washing, moping, vacuuming, etc. or using heavy / noisy equipment is

carried out during the night or early morning hours, as the public moment is less during these hour. LOBBY CLEANING The lobby is the area that requires constant vigil not only because heavy public traffic mark-mitts passage by foot prints, cigarette stubs, and dust but also because the of the lobby is all important if an institution is have a favorable impact on the new arrivals. Matting or carpet put down at the entrance can be helpful but if crowd come and goes frequently, a house-man should be assigned to see that entrances are kept moped throughout the day and no litter is there in the lobby . cleaning and emptying out the ashtrays is another continuos job for the house-man on duty in the lobby. Night house-man’s jobs for the lobby are scrubbing of the lobby floor, vacuum and shampooing carpets, cleaning glasses, polishing doors, etc. GUEST ELEVATORS Like lobby the elevators are used frequently . Due to heavy flow of guest, with their luggage, in the

elevators the floor and walls of elevators are damage. These are the most difficult mark to remove. Therefore a constant cleaning and maintenance is required. STAIRWAY All stairs are to be moped daily. These should be regularly polished and checked for maintenance. CORRIDORS Clean corridors reflect the cleanliness standards of the hotel. A very important aspect to be checked is that the room service trays should never be placed along the corridor. Stating from the top all ceiling and wall fitting are to be dusted . all the doors are wiped clean and corridor carpets are to be vacuum daily RESTAURANTS Restaurants are the privilege of the hotel. They should live up to the reputation of the hotel. Thus constant care of the restaurant to make it look presentable is a must. This is a place where there are chances of left over food derbies which may lead to the inflow of rodents and insects. Thus restaurant should be sprayed with pesticide in the night.

Cleaning work in the restaurant should be done during the night

time because that is the time when the

restaurant is least occupied .

The following is to be carried out: 1. Clean tables and chairs thoroughly using upholstery brush

and vacuum around the table. 2. Wipe the window edges and window panes. 3.

Do dusting or remove the stain if any on walls.

4. Vacuum the carpet.

Cleaning of restaurant should be done after it has been closed for the day. Coffee shop cleaning should be done in parts as it is open for 24hrs. SWIMMING POOL Early in the morning the pool must be cleaned. The pool side floor have to be scrubbed. Pool side toilets are to be cleaned thrice a day. The pool side chairs and lawns are to be cleaned .

PUBLIC AREA RESTROOMS Public area restroom should be clean all the time. The restroom in the lobby , restaurants and banquets should be thoroughly cleaned in the night shift. During the day time, after regular interval of time the restroom should be checked.

WORK FLOW CHART OF HOUSE KEEPING

The work flow in the Housekeeping department can be summarised as the functions of its operative and supervisory level staff. This may be done by outlining their routine tasks as follows :

ROOM ATTENDANT 1.

Collect section key.

2.

Stacking of trolleys with linen &supplies.

3.

Check for CLEAN MY ROOM card and servicing the same.

4.

Cleaning departure room, occupied room and

vacant

room in the same priority. 5. Making bed , dusting , vacuuming, cleaning toilet and

replenishing supplies. 6. Filling occupancy status . 7.

Reporting maintenance jobs .

8.

Returning unused supplies to the pantry.

9.

Leave the section key at the desk, at the end of shift.

10.

The late duty attendant does servicing of room if any left over from the morning shift, due to DND or guest request.

11.

The late duty attendant does turn down service in the room . HOUSEMAN (FLOOR)

1. Collect fresh linen and transport to the floor pantry. 2. Disposing off the garbage in the trolley. 3. Cleaning of pantry and service area. 4. Help room attendant in spring cleaning . 5. Do heavy cleaning windows , under the bed etc.

HOUSEMAN (PUBLIC AREA) 1. Dusting all furniture and accessories. 2. Dry mopping of carpets and floors respectively. 3. To remove garbage and clean out ashtrays. 4. To brasso all door handles , brass plates and other brass fixtures. 5. To clean glass surfaces. 6. Banquet house-man is also in-charge of the banquet courtyard and he also act as a reliever for the lobby house-man. FLOOR SUPERVISOR 1.

Check log book for previous day’s messages.

2.

Take room status.

3.

Collect floor master key.

4. 5.

Briefing of HK staff. Inspect all vacant room and night clear room and clear them to front office.

6.

Check immediate maintenance jobs and inform the Engineering Department.

7.

Collect the occupancy from room attendant and list of DND room.

8.

Fill the FLOOR SUPERVISOR CHECKLIST and FLOOR REGISTER.

9.

Maintain inventory and control of guest supplies and equipment on floor.

10. To enter lost and found article , from the floor at the HK desk. 11. Return the master key of the floor ,at the end of shift.

PUBLIC AREA SUPERVISOR 1. Takes the round of the public area. 2. Keeps a check on the house-men working in the public area. 3. Check on flower arrangement in public area . 4. Check on the basement and swimming pool. 5. Check the banquet cleaning. NIGHT SUPERVISOR 1. Check on all night house-men. 2. Check the departure room in the night. 3. Write the NIGHT SUPERVISOR REPORT in the log book. 4. Check the cleaning done by the house-men.

KEY CONTROL PROCEDURE

The house keeping holds keys with which guest rooms can be opened. There fore a control is necessary to ensure the guest’s and his belonging’s security.

All keys are issued to the staff at the starting of each shift and collected at the end of shift, from the control desk. While issuing and depositing the key all have to sign the register. LOST AND FOUND PROCEDURE Often

the

guests

forget

some

of

their

belongings in the room while checking out of the hotel. Such items when found by any of the hotel staff are to be deposited in the house keeping department. Whenever an item is found an entry is made in the log book. If the item is not useful to the guest then the guest gifts it to the room boy. A non returnable gate pass is made in the name of the finder. It is then signed by the Executive House keeper and the lobby manager. An entry is made in lost and found register. If the guest has forgotten an item in the room, then it’s entry is made in the log book and in the lost and found register. There are three copies of the lost and found slip, which is white in colour and is kept with the article. The second copy, which is green in colour, is sent to the front office manger, who to guest about it. The third copy, which is yellow in colour, remains in the control desk for record.

The guest is reminded thrice , if he does not respond within six month of finding of the article is either auction or given to the finder of the article. All lost and found are classified into the following types: 1. VALUABLE- e.g. Gold items, money, camera etc. If these items are found in the room then they are kept for one year. 2. INVALUABLE- e.g. Clothes, books, toys etc. If these items are found in the room then they are kept for three months. 3. PERISHABLE- e.g. Edible items, drinks like beer, scotch, whiskey are given in the food and beverage department. Edible items are given to the finder. All valuable items are kept with the Executive house keeper or security and all invaluable items are kept with the deputy house keeper. Whenever the guest comes to collect the item, he signs in the register for the item. Then this information is entered in the lost and found register. Whenever the items are given to the finder i.e. after a particular period of time, they are also given a gate pass to identify the item with the security at the time of leaving the hotel at the time office so that they are allowed to remove the item from the hotel’s premises. LINEN ROOM

In the linen room all staff uniforms and linen are kept. Linen and uniforms are issued to the staff on the basis of

‘Clean for the Dirty’. Mending work of the linen and uniform is done in the linen room. Uniforms are arranged number-wise, i.e. all the staff is given a number which is written on their uniform and with their department code. Linen

room is managed

by one linen

room

supervisor, one tailor and one house-man. Fresh uniform for the staff is made in the linen room.

LAUNDRY

The laundry is an important sub-department of the house-keeping department. The by the laundry are :

various services provided

1. Guest laundry : the guest’s clothes are taken from the guest room after receiving a call from the guest who wants the services of a laundry. A laundry list is placed in the room which the guest fills, of which one copy is given to the guest and other two are for the front office cashier and the laundry records. Laundry charges are posted in the guest room account. 2. Dry-cleaning service 3. Ironing 4. Hotel linen washing EQUIPMENT USED 1. Washer (capacity 50 kg)—Snow White Engg. Co. 2. 02 Hydro machine (capacity 25 kg) – Stefab Engg. Co. 3. Washer (capacity 100 kg)—Stefab Engg. Co. 4. Dry tumbler machine (capacity 50 kg)—Snow White Engg. Co. 5. Vap-o-jet 6. Calendring machine

CLEANING AGENTS 1. Clax 100 detergent 2. Clax boost whitener 3. Clax hour—removes yellow tinge 4. Clax comfort—provides softness and perfume Liquid bleach—to remove stains

INTRODUCTION The Hotel now unfolds its new-age grandeur with the newly appointed spacious deluxe rooms and designer suites that beckon you to indulge. The guest rooms with their exquisite

selection

of furnishings

are

equipped

with

world-class

facilities and luxuries. All rooms have inspiring views overlooking the pool or the well-manicured and landscaped gardens. Midst all this, care has been taken to keep intact the hotel’s inherent spirit, history and the ‘Old World’ charm. In

countries

throughout

the

world, the

steady and

continual increase in size of tourist and hospitality industries continues.

In order to accommodate

the

world's

travelers, the Hotel Industry is also expanding to keep up with the demand. For many people it's the look, design or location that creates the important and lasting impression. However, the Hotel industry is highly people oriented. It is the effectiveness, efficiency and warmth of these people, which is what creates the lasting impression, and it is these same

people

who,

by

their

attitude

and

friendliness,

subconsciously attract guest back to the hotel. Very often the first and the last place the guest comes into direct contact with the Hotel is the Front Desk. It is the Front Office, which forms the basic foundation for the hotel staff and guest relation in the future. Its primary function is the sale of guest rooms available in the hotel by following a series of preset procedures consisting mainly of reservation followed by registration and assigning room to customers. Front Office is termed as the powerhouse of the hotel -It plays a major role in the operations of any Hotel.

It is

believed that room sale is the most profiting mode of income for the hotel. contributes

Revenue collected from the room sales

much

more

than

any

other

departments

consisting more than 70 % of the total sales. Thus we see that the primary objective of the front office is to receive the guest, give them a warm welcome, assign them rooms keeping in mind their taste and preferences and be a customer friendly interface between the hotel and the guest. This extremely important department is one of the first points of contact the guest has with the hotel, and leaves a lasting impression on the mind of the guest about the quality and service provided.

It is therefore, crucial for all Front

Office personnel to be constantly aware of this fact and realize that, in addition to their routine functions, they are also salesmen for their hotel and the other hotels in the group.

DIFFERENT AREAS OF THE FRONT OFFICE

1.

The main areas of the Front Office are

2.

Reception.

3.

Cashier.

4.

Concierge.

5.

Telex and Fax.

6.

Reservation

INTERACTION BETWEEN GUEST AND THE HOTEL: During the hotel stay, a guest may require certain services from and engage in various transactions with the hotel. One or the other section of the hotel front office mostly handles these. Following is the example of interaction of the guest and the hotel at different stages of his stay: Pre-arrival 1.

Reservation

Office:

For

reservation

of

room

and

assigning pick up for self. Arrival 1

Reception: For Registration, Room assignment and issuing of keys.

2·

Bell Desk: for Baggage handling and escorting to guest room.

Occupancy

1.

Front

Desk

Cashier:

For

currency

exchange,

safe

deposits of valuable articles and Maintaining guest accounts. 2.

Telephone : For Telephone calls.

3.

Bell Desk : For transportation and news papers.

4.

Concierge : For guest mail and other information.

5.

Business Center : For various facilities like 'Board Room, F E-mail, Fax etc.

Check out 1.

Front Office Cashier: For Bill settlement and checkout.

2.

Bell Desk : Baggage handling and transportation .

INTER DEPARTMENTAL CO-ORDINATION

HOUSE KEEPING : The co-ordination between these two departments is of very great importance for the running of the. hotel. The reason is that the House Keeping does the up keeping & the cleaning up of the rooms & the Front office does the selling up of the room or we can say that one prepares & the other sells it. House Keeping sends the occupancy report twice daily. which gives the status of the room whether it is occupied, occupied ready, vacant, vacant ready, out of order etc. With that list only the selling done. Meanwhile the details-of the rooms are fed into the computer by the House Keeping department. Front Office immediately gets the report on their screen. Arrival of any VIP guest is informed to the -House Keeping well in advance to keep all the VIP amenities in the room, one hour before the guest checks in the room.

The room

verification report helps in preparing the room discrepancy report also.

FOOD & BEVERAGE SERVICE : The

co-ordination

between

these

two

departments

is

necessary to give the maximum comfort to the guest. Front Office has to inform the Room Service well in advance if there are any special food items to be kept for any.

VIP

checks ins, for e.g. chocolates, complimentary fruit basket,

wine etc. The service & the clearance of the welcome drink for any VIP group check in is done by the Room Service staff only. The cash department of the Front Office deals with the payments made by the guests for mini bar, in house restaurants, etc. FOOD & BEVERAGE PRODUCTION : Front Office informs the kitchen for the preparation of the welcome drinks well in advance & the kitchen is also informed by the Front Office through the Room Service for any special cake that the guest has asked for. I.S.D. (COMPUTER CENTRE) : The Computer Centre has to give the Front Office all the support in the efficient running of the computer systems as the entire hotel is attached to one network.

If the Front

Office faces problem in any of the running terminals then the I.S.D. rectifies it. ENGINEERING : All the guest complaints are given to the concierge which at once informs the engineering departments & it is looked after promptly.

ASSISTANT MANAGER – FRONT OFFICE

RESPONSIBILITIES:  To be proactive to the needs of the client. Visibly available in any case.  The Lobby guest movement hours.  To keep an overall eye on the security, cleanliness.  Maintenance of the hotel and uphold employee discipline.  To be fully conversant with the hotel operation as whole.

RECEPTION

It plays an important role in the front office setup. This is the first section where the guest comes in contact with a hotel employee. It is located in the Front Office and it deals with functions, the main one being checking in or allotting rooms for individuals or groups. When the guest arrives at the hotel, he first approaches the reception counter to give in his name if he has a reservation, If the guest has booked a room in advance then a reservation card with all the details are printed and kept ready. In the case of a walk-in, the receptionist fills out the registration card and checks the computer for vacant rooms. The receptionist checks up with the assigned rooms report also to ensure that the room allotted is vacant. The key card is filled up and the appropriate key is placed in the card and handed over to the guest.

For registration, everything is

done on the computer. Hence manual labor is saved on as the guests check in and are billed directly through the computer as the entire hotel operations runs on computer. A group coordinator always awaits the group to check in.

The group leader is then taken to the Bell Desk/Side

desk, here the group coordinator checks with the rooming list. The group coordinator allots the keys along with the key cards. The rooming list is also needed to identify the guest baggage. The bellboys then carry the baggage up and in this manner a group is checked in. FUNCTIONS PERFORMED : RECEIVING MESSAGES : A hotel provides a complex series of services to guest and in order that all are co-ordinate communication

is

very

essential.

Incoming

calls

are

transferred to the guest. If the guest are not available the message are noted down and the message light is turned on for the room. So that the guest comes to know that there is a message for him at the reception. TRANSMITTAL SLIP : It is a facility provided to the guest. In case the guest needs a car for the day as incase of airport pickup or a drop to some place, transmittal slips are filled in. This is prepared in duplicate. The Lobby manager has to sign on it. ROOM CHANGE : In case of room change, a change slip is filled in.

Four copies are prepared.

following departments :♦

Bill Department copy.

♦

Room Service Copy.

They are for the

♦

House Keeping Copy.

♦

Telephone copy.

MAINTENANCE : In case of maintenance of anything in the reception department.

A maintenance order is filled.

It is

prepared in duplicate. HANDOVER :

During the change of shifts the person

working has to handover all the responsibilities to the person who has come in. For this a handover slip is filled up and also writes down the necessary work to be performed by the next shift. So that work can be carried out smoothly. INTERNAL COMMUNICATION UNIT An important part of the reception is the ICU. This area is located at the back of the reception It is the place from where the messages are received noted into a log book, fed into the computer for a particular guest in his reservation folio. Put in a message envelope and slipped through the guest door .Another important function of this area is to receive and sent faxes. All the reg. cards are printed and sent from here.

EXPECTING A CALL/MESSAGE SLIP

Expecting a Call slip is filled up by the guest or by the receptionist.

If the guest is expecting a call but he is not

there in his room but some where in the hotel only. Message slip is a type of slip, which is filled up by the receptionist along with the message in case the guest is not available in the hotel. GUEST REGISTRATION FORM This particular form is presented to the guest when he check’s-in,

and

it

mainly

consists

of

Name,

Address

Organization, designation, & nationality and in case of a foreigner it contains his passport no. details along with Room no.

Date of arrival and departure.

And the mode of

payment. Finally the guest has to sign a declaration that he will release the room by checkout time whatever it is on the departure date. ROOM KEY CARD Room key Card is issued by the receptionist of the Front office Department to the guest, who checks- in the hotel. It is a card, which is used as a identification card by the guest in the hotel while requesting for the key, signing in the restaurant, bar and on checkout, On one side of the card it contains Name, Room no., rate, arrival & departure and on

one side is the different outlet’s of the hotel along with their timing’s are given. RESERVATION CARD : A reservation card is one that is filled in at the time of check in. The details extended are :1.

NAME OF GUEST.

2.

DESIGNATION AND OCCUPATION OF GUEST

3.

NATIONALITY

4.

DATE AND PLCE OF ISSUE OF PASSPORT.

5.

DURATION OF STAY IN INDIA

6.

PERMANENT ADDRESS

7.

DATE OF ARRIVAL IN INDIA

8.

ARRIVED FROM

9.

IF EMPLOYED IN INDIA

10. REGISTRATION CERTIFICATE NUMBER 11. DATE AND PLCE OF ISSUE 12. NUMBER OF PERSONS STAYING 13. NEXT DESIGNATION 14. DATE OF ARRIVAL 15. TIME OF ARRIVAL 16. DATE OF DEPARTURE 17. BILLING INSTRUCTIONS 18.

PARTICULARS

REPORTS MANY

REPORTS

ARE

PREPARED

BY

THE

RESERVATIONS There is a whole list of reports to be printed such as : Assigned Rooms Report.  Available Rooms Report.  Check out Rooms Report.  House use Rooms Report.  Occupied Rooms Report.  Guest list by Room number.  Check in Report.  Room charge Report  Discrepancy Report  Crew Report  Missing keys report. Assigned Rooms Report Assigned rooms report is a report of all the rooms, which have been already allocated to the guest by the concierge. The receptionist cannot give these rooms to the other guest. Available Rooms Report This report shows all the rooms, which can be given to guests as they are vacant. A fresh available report should be printed

as often as possible as there are so many guests who check in and so many who check out. Check out Rooms Report This report shows all the rooms that are vacant, but are not yet ready to give guests as the housekeeping department has yet to service them. They make check out rooms available. Occupied Rooms Report This report shows all the rooms, which are occupied. This is given to the bellboys every morning for them to issue newspaper.

RESERVATIONS Reservations as the name suggest handles reservation of rooms in TOND outstation reservations are taken by the IRS (instant reservations). Reservations are the backbone of Front Office and are supported by Sales & marketing division and HOTEL in Centre for Reservations. Medium of Reservations Telephone

:

TEL

Telex/Cable :

TLX / FAX

Letters

:

LTR

Verbal

:

Major sources of Reservation (business producers – TA/DIR/Inter Hotels) TA

:

Travel Agents (Local or Foreign)

DIR

:

FITs (Free Individual Traveller)

TA

:

Tour Operators

Dir

:

Companies

EMB

:

Embassies

:

Hotel Reps.

LHW/LRI/ DER/STR

Air

:

Airlines

CRS

:

Central Reservations

:

Inter-Hotels-use hotel code like HOT, HOG etc.

GUARANTED RESERVATION : A reservation under which the guest will guarantee to pay for the room even if its not used, unless the guest has followed the hotels prearranged cancellation procedure. In return the hotel holds the room till the check out time of the guest. For a guaranteed reservation, an advance payment is taken from the guest. NON GUARANTEED RESERVATION :

A non-guaranteed reservation is a reservation in which a guest has just agreed to stay in the hotel without any prepayment. At the HOTEL, in case of a non-guaranteed room, the room is held for the guest till 1800 hrs the same day, after which it is released for sale but prior information regarding this policy is always given to the guest. EARLY CHECK – IN : This term means that the guest would check in to the hotel before the standard check in time of 1200 noon. CASE I

In case the guest wants to check in after 7:00 am on the day of check in, he may be allowed that without any extra charge by any member of the front office team,. CASE 2 In case the guest wants to check in before 7:oo am on the day of arrival, he is charged for one extra day however the decision lies in the hands of Fom/Asst. as to whether to charge or not . MODES OF RESERVATION The different modes through reservation request are made to the hotel are as follows: ♦ Personally ♦ Letters ♦ Telephone ♦ Telex ♦ Fax ♦ E-Mail However most of the times the reservations are made either by Telephone or Fax HOW TO TAKE A RESERVATION ON THE PHONE a.

Answer promptly – greet the caller by mentioning time of day and department and offer to help.

b.

Take down all the details on the printed reservations form.

c.

Check the status of the room-availability and thereby confirm/regret/wait list.

d.

Ask

for

a

written

request

especially

for

billing

instructions, which should never be accepted verbally. e.

Thank the caller.

Processing a Reservation a.

Check under the Guest History (GHD) if we have any prior information on the guest.

b.

If we do have the above than the folio is created from history (HC). If not then a fresh Guest folio is called up (CGU), check Company Account Directory (CAD) # and fill-up Company Account Directory # on folio.

c.

The folio is filled in with all the details available and then created on computer by pressing control F2 after doing the needful.

d.

From this point onwards the guests’ reservations is in a “PREREG” status till the time the guest checks-in when the status is changed to “REG”.

e.

Then create the BT screen for billing instructions, if any.

f.

Create the TA screen, if the booking is through a T A.

g.

The guest folio # is then written on the reservation correspondence and circled.

h.

The correspondence is the filed date-wise for the present month and month-wise for future months.

Group Reservations They are done in the same way as for FITs with the following additions : Request for the rooming list at least a fortnight prior to arrival. Special meal plans must be decided before check-in. Billing instructions for breakdown of accounts. Time of arr/dep must be taken down. Normally the passport details are submitted at the time of arrival of the group. Processing GRP Res. Call up a blank group folio by doing a CGP. Fill in the relevant details as required. Create the folio by pressing control 2. Thus we have pre-reg group. On receipt of the Group Rooming List, call up a blank folio by a CGU command. Fill in all the details for any one-group member. Do make an entry of the group folio no. in the relevant blank.

Create the folio by control 2 and then repeat the folio through control 3. Change relevant details of the next group members and then update this folio. Repeat this process to individual folio for all group members are created. Meal Arrangements  Call up the Meal Arrangement Screen by enters “MA” fill in the relevant details and then create through control 2.  Create

the Travel

Agents

details

and

the Billing

Instructions in the same way as for Fits.  Check the Group Member Directory to ensure all group members are pre-registered.  If the group has made any deposit make the relevant entries.  Note the group folio # on the correspondence.  The individual folio nos. May be noted alongside the names on the rooming list. Filling It is important to create many copies of the correspondence for one group with many visits. One copy of correspondence can be filed in each date of arrival. A master file may also be created for large groups with many visits.

Group Cancellations Group cancellations should be done at least 30 days before the arrival of the group, otherwise, retention may be charged to the a.

Size of groups

b.

Relation between TA and hotel.

c.

Inconvenience caused.

d.

Loss of revenue.

Cancellation / Amendment a.

On receiving a call for cancellation or amendment, take down all necessary details on the printed form. It is very important to take the Contact No. and the name of the person requesting the cancellation/amendment.

b.

Retrieve the earlier booking by first doing an ARR or GU then display the folio by doing a “FO” (Space) # For a cancellation, change the status from “PREREG” to “CXL” and enter the name and contact no. of the person authorizing the cancellation in the note column. Then update the folio by pressing control 2 after doing the preliminaries. For an amendment change the relevant details on the folio and then update the folio (after checking status)

c.

After the above process attach the new correspondence to the original and file it as same as before.

INTRODUCTION Hotels are justly proud of their reputation for fine cuisine and elegant dining. Food production is an integral part of the services of the hotel. When the guest arrives at the hotel he not only expects a comfortable and relaxed stay , but he also expects

good

food

of the

highest

possible

standards

Especially in today's times with growing competition it is very essential that the hotel tries to provides as many food outlets to the guest serving various kinds of quality cuisine. Nowadays the restaurants not only provide services to the inhouse guests but also to the local guests and the recognized patrons. In fact many of the hotels are famed by their food outlets and their chefs.

Although at the Hotel more

importance is given to the rooms rather than the food production, it cannot be denied that the various restaurants

do a lot of business and thereby generate a good amount of revenue for the hotel. Food production is a respect to the connoisseurs of food who have been passing techniques and styles of cooking from generation to generation.

It is due to this fact that food

production has developed to the advanced form it portrays today. Even for achieving the goals of profit, emphasis is not only on quality of food and techniques of preparation but also on hygiene ' 'nutrition., satisfaction, and economy to a customer. In this the various sub-sections co-ordinates with each other to make to the operation run smoothly & efficiently.

MAIN KITCHEN

In every hotel the kitchen is divided on the basis of their operations size and location on an way be further sub divided into various sections. On the basis of the cuisines or dishes prepared. The most important part of any hotel’s F & B production is the ‘Main Kitchen’ The main kitchen is the largest kitchen in any hotel, where most of the food handling and cooking taker place. This kitchen caters to the F & B outlets directly or through the satellite outlet kitchen. Therefore this kitchen handler the

basis cookery like cooking of the stocks, sauce, gravis, soups and other simple dishes which can be produced in large soups and other simple dishes which can be produced in large quantities and be supplied to other satellite kitchens. Thus saving a lot of time energy. One the part of the satellite kitchens and simplifying their task. As every hotel different cuisines, this kitchen has different individual sections to handle each cuisine like the continental kitchen, the India curry kitchen, and the Chinese kitchen. This kitchen may be subdivided on the basis of work being handled in those sections like pantry the Garde manger, the India Tandoor etc. These sections handle basic cookery as well as cater to the outlets directly like the Room service and the banquets in the absence of separate Banquet kitchen).

MAIN KITCHEN The main kitchen in the Hotel is located on the ground floor near the back gate to facilitate the receiving of food items and is attached to the room service kitchen bar and room service operation cabin. There is a notice board on the left side of the main kitchen. From the kitchen stewarding section where all the banquet function contracts are pinned duty rotary are displayed and Training schedule are put up. All-important notices given by the executive chef is also put up here.

BAKERY & CONFECTIONERY 1. To make Recipes and set methods of production of basic doughts; preparation of different types of rolls. 2. Maintain Baking oven Maintenance, operation and temperature control. 3. Volume of breads and rolls made per day. 4. Usage and type of mixing, fermentation and Baking equipment and accessories. 5. Preparation of basic doughs and pastes. Sponges and pastry mixtures and their recipes. 6. Ingredients and methods of preparation of various pastries, chocolates, toffees and confectionery. 7. Special cake orders and their decorations. 8. Storage of chocolates and pastries. 9. Supply of bakery items to the pastry shop. 10.

Operation of special equipment and their utility.

11.

Preparation of cookies and breakfast rolls.

12.

Basils of requisition.

13.

Energy expenditure and consumption.

14.

Wastage control and pilferage.

15.

Prices of ingredients and pricing.

16.

Pre-plated

desserts

for

A

la

Carte

service,

preparation and service of sweet sauces like Melba, Chocolate, Vanilla, Sabayon etc. 17.

Egg less desserts that are prepared.

18.

Desserts for buffets of various varieties, colors. INDIAN

1. Recipes and methods of preparation of Tandoori items, Banquet/Ala Carte, Speciality restaurant. 2. Preparation of Indian gravies and marinades. 3. Co-ordination with butchery deptt. for various cuts of meats with reqd. portions. 4. Preparations

of

Indian

food

for

Banquets/A

Carte/Speciality restaurant. 5. Energy expenditure and consumption. 6. Wastage control and pilferage. 7. Operation of special equipment and their utility. 8. Storage of different Indian items. 9. Basis of requisition of supplies.

La

GARD-E-MANAGER 1. Preparation of meat trays, pates, galantines, salads, canapés, aspic and other special specific presentations. 2. Ice carvings and butter sculptures. 3. Equipments used, their upkeep and care. 4. Co-ordination with butchery and preparation of orders. 5. Classical appetizers prepared.

PANTRY

1. Preparation of cold sauces and salad dressings. 2. Preparation of sandwiches, burgers and fruit platters with accompaniments and garnishes. 3. Preparation of cold soups, salads and fruits cocktails. 4. Arrangement of fruit baskets of VIPs and fruit displays for the buffet tables. 5. Location and utility of walk-in and reach in coolers. 6. Preparation of special hors d’ oeuvres. 7. Preparation of fresh fruit juice. 8. Types of cheese in use. 9. Preparation of pantry items for banquet functions. 10.

Wastage control.

11.

Portion estimate for buffet.

12.

Hygiene standards.

13.

Consumptions and cost of important items.

14.

Storage of imported Ingredients especially smoked

Salmon and Cheese.

HYGIENE AND SANITATION Hygiene and sanitation are intrinsic and important parts of food production. These not only create a good place for working but also help in maintaining quality of food. Therefore, proper hygiene and sanitation of staff, kitchen and equipment must be maintained. Special attention should be given to personal hygiene and cleanliness of kitchen. The following points are only a broad base for maintaining hygiene and sanitation. PERSONAL HYGIENE • Staff should be in a fresh and clean set of uniform every day. • Staff should be told have short, well-groomed hair and halls. • Staff should put on proper and clean kitchen shoes. Cap should be worn to avoid hair falling in food.

• Periodical medical/health check-up of food handling staff should be done. • Staff should wash hands before starting work. For this hand-washing sink, soap, towel and dryer should e provided. • Staff briefed on maintaining personal hygiene and its importance for themselves. • No smoking order to be followed by all in the kitchen. • A first-aid kit to be available in the kitchen. KITCHEN HYGIENE AND SANITATION • The ceiling of the kitchen should be minimum 10 feet high. • The kitchen should be well lit and ventilated. • The flooring should be of non-skid surfaces. • Pest-o-flash should be installed. • Bathroom and garbage room should be away from the production area. • A pest control agency should be employed. • Fire extinguishers must be available. • All hoods and exhaust fans to be cleaned periodically. • All floors should remain clean and dry. HOT

AND

COLD

RUNNING

WATER

SHOULD

BE

AVAILABE • Wire mesh-swinging doors to be provided at entry and exit of the kitchen.

• All cold stores to have automatic locking doors. Alarm bell should be fixed. • All equipments and tables to remain always clean. • All

kitchen

accessories

should

be

washed

with

detergents everyday. • Dustbins should be periodically emptied and kept covered. • Garbage room to be kept closed. • All walls, ceilings, air vents, light fixtures, counter taps and other surfaces must be free from dust and be in good repair. • Automatic dishwasher must be equipped to sterilize cutlery, crockery, glassware, etc. • Leftover food to be stored well covered and at proper temperature. • Cold stores should maintain proper temperatures. • All kitchen drains should be kept covered with clinging wrap. • All cooked and semi-cooked food should be kept covered. • First-aid

kit

should

be

kept

emergency. FORMS/RECORDS AND REGISTERS • Butchery Production Register.

in

the

kitchen

for

• Butchery Issue Register. • Butchery yield and issuance statement. • Portion Chart. • Attendance Register. • Duty Roster. • Over Time Register • Daily Consumption Sheet. • Kitchen Consumption Register. • Inter Department Transfer. • Maintenance Slip. • Requisition Book. • Log Book. • Banquet Production Sheet. • Recipe Form.

INDIAN KITCHEN This section of the kitchen caters to the production of farm our Indian delicacies like karahi mug, jalferezi, Biryanis etc. The Indian kitchen in the Durbar and the coffee shop producer order for the jabled hote & Q- la- Carte menu The Indian kitchen in the main kitchen producer food for the banquets buffets and room service. There is a Tandoor & a Halwai section for only the room service orders. The meetings produced are sent to Durbar and frontier.

WORK CARRIED OUT

The work with the Indian Section is mainly launch & dinner as continental

breakfast

&

Indian

breakfast

are

served

according to the choice of the guest.

MORNING SHIFTS The work in the morning shift include the preparation of dough, cutting of vegetables etc. or given below. • Kneading dough for paranthas poori. • Preparing stuffing for paranthas & sanosau. • Preparing stemmed rice. • Preparing Pulao and Biryanis. • Preparing sanoshas. • Preparing gravies like Labrador, tomatoes, • White gravy etc. Before handover, the kitchen is cleaned & he position of the products

is known.

All

items

to

be

made

fresh

are

determined of the wage is understood. The staff has its launch & goes off duty. AFTERNOON DUTY During this shift the banquet order are taken care of and the buffet is prepared for the buffet in the banquet hall. Mis-on-place is done for this Pulao & vegetables are prepared again.

The work left by the morning shift is completed. All a la Carte and Room service orders are taken care of off.

EVENING SHIFT The afternoon shift gives the handover to the evening shift all incomplete work is continued. The orders during this period are very low. Usually the work carried out is as follows. • Soaking of chana, dal etc. • Preparation of gravia. • Through cleaning of utensils 8 ranges. • Mis-en place for the morning shift.

VARIOUS GRAVIES USED IN THE KITCHEN MAKHNI GRAVY Tomato purees brown cashew paste brown onion paste red chilli

powder

salt

cooking

butter

cream

maida

(for

thickening).

WHITE GRAVY Cashew nut onion (boil separately) Khush

khus make fine

paste, ad green chillia to the paste. Take oil, her and add

beaten curd. Add ginger garlic paste and the about paste salt mashed khoya white pepper.

YELLOW GRAVY Make paste as for white gravy. Take oil heat, add methi Dana, ginger garlic paste and beaten curd add the above paste turmeric powder red chilli powder salt boiled onion paste strain. RED GRAVY Whole garam masala white gravy tomato puree ginger garlic pastes ed chilli powder salt

KADAI GRAVY Heat oil sauté chopped onions add neat/vegiters bhunao add the Kadai gravy (stock tomato puree) cook neat coarsely ground pepper Dania jeera powder garam masala powder kasuri methi salt red chilli powder. Chicken with corn flour if required. Finish with a little jeera powder. BROWN GRAVY Boil cashew onion boil Khush separately. Make paste beaten curd Dania powder red chilli powder salt fresh tomato puree above paste brown onion paste strain EQUIPMENTS USED

• Ranges • Salaam under • Large knife • Tandoor • Skewered • Kadhai • Degchis • Large woks • Frying spoons • Deep-freeze • Refrigerator • Hot plate • Knives • Chopping board

TASKS DONE • Chopped onions for green salad • Kneaded dough for parantha • Prepared dough for pooris • Prepared stuffing • Cut veg. For pakori • Prepared Gulab Jamun • Mis-en-place

• Prepared orders • Chopped meat for curries • Prepared green salad

PANTRY

The pantry provides light meals like sandwiches, drinks like milkshakes & deserts, which is not catered by the main kitchen. Usually there is a CDP (Demi) over two Commis who are present during the morning and evening shifts nights shifts are done by one Commis who handler the orders during the night.

The duties of the CDP are to prepare worotas for all the staff. The orders supplies from the drystora & the effective control of there items. The requisition slip has two copies. One is fixed & other is sent. To the storekeeper checks over pilferages & theft. There is only one Commis in the pantry as it is a tiny department catering to the needs of the coffee shop & providing

hot

&

cold

beverages

drinks,

snacks

like

sandwiches & desert. MORNING SHIFTS When the shifts begin the complete areas is cleaned. • The juicers & mixers are cleaned. • Refrigerator is checked & spoilt items. Thrown away & fresh one prepared. • Containers are wiped. • Gamisher are prepared by slicing cucumber, tomatoes, cutting gherkins, demon slice. • Collecting, sauce, chocolate louse from the Garde manager & Bakery. • Preparation of Cole slaw. • Preparation of chicken salad. • Cutting of black & green Oliver. • Slicing of cherry. • Slicing of ham.

• Slicing of cottage cheese for salad. • Cutting veg. In frito for a salad. • Collecting bread, rolls & fruit salad from the bakery. • Palling sweet orange according to availability. • Cutting bread into slice. • Preparing requisition of air a la Carte order. VARIOUS FOOD & BEVERAGES SERVED FROM THE PANTRY

• All hot beverages like tea, coffee, horlicks, and milk. • Sugar, tea leaves, tea bags, • Presews, marmalades, jams, honey and buttery. • Fresh & canned juice. • Rolls, Brioche, Danish pastry, muffin, croissants. • Breakfast toast. • Breakfast cereals & milk fuels. • Sandwiches. • Boiled eggs. • Wafers. • Fruit basket. • Patria & cake & deserts like lemon toasts. • Ice creams & cold beverages.

EQUIPMENT USED

• Refrigerator • Coffee machine • Tea dispenser • Hot water boiler • Hot milk boiler • Sala mander • Bread slicing machine • Electric Juice Extractor • Electric mixer • Large sink • Milkshake machine • Electric grilled • Bain Marie • Food warmer • Hot plate • Deep-freeze TASKS DONE • Cleaned the Juice extractor • Prepared juicer • Prepared toast • Sliced bread • Prepared club sandwiches • Prepared Lassi & milkshakes

• Prepared tea & coffee • Sewed desserts, Ice Creams etc. • Did area cleaning • Prepared fruit baskets for VIP rooms according to VIP last sent by the room service

GARDE MANGER

The Garde manger of the cold kitchen has always been associated as being a supportive kitchen to the main kitchen like continental kitchen, soups etc. It has been set aside especially for the preparation of items like salads and salad

dressings,

horsed

culver

pates,

galantine

sandwiches,

canapés etc. The items prepared here are no subjected to heat, except for preparation of items like pates, terrines and the like which are subjected to steam, and hence the term cold kitchen. The characteristics of the food items prepare at the grade manager are its unique presentation style and the eye appeal to the food. The department is well ventilated and spacious and thus provider a good working at masher for the staff. To ensure a smooth and effective not functioning of the department. It’s equipped with most modem equipments and also with a very well stocked kitchen.

TANDOOR The Tandoor is a classical wren. There are garlic tales that narrate the origin of the Tandoor. Remain of several tandoors have

been

HARAPPAN

discovered

at

CIVILIZATION.

several The

excavator

tandoor

is

rites

fired

of

with

charcoal, which

imparts unique flavor to the food.

Muslim in vases into India largely

The

and the Mughal rule in India have

contributed to the art of cooking in a Tandoor. The

Tandoor is a classical wren because it distributes heat evenly from all sides unlike a conventional oven. The Tandoor can be of types the clay Tandoor and the iron Tandoor. The most criminally used Tandoor is the clay Tandoor. The Tandoor mulches smooth from the insider and must used not have any crates. To start a Tandoor a small fire is needed. When staring a Tandoor it must be reassigned to ensure even distribution

of heat. To reason the Tandoor

a mixture and is applied in a paste from inside the Tandoor. The temperature of Tandoor can be controlled be increasing or decreasing the quantity of coal.Opening or shutting the relight from the opening at the bottom can also vary it. Upper and lower open Charcoal Burning - 380 degree centigrade Upper and Lower Burnt out - 350 degree centigrade Upper and lower closed - 300 degree centigrade Upper open and lower closed - 200 degree centigrade

Dish Temperatures Chicken

- 250 degree centigrade

Tikka Kebab

- 250

Seekh Kebab

- 250

Fish

- 180-200

Roti/Naan/Parantha

- 200

Vegetables/ Paneer

- 200

All food items must be marinated to tenderize the food so as to assist in cooking and also to enhance the flavour the food to be cooked is allowed to stand in the marinade a marinade comprises of tenderizers, herbs, and spices. There is no fixed time for marination. It depends on. The type of the meat. Type of cut The variety of tenderize

HALWAI All the milk preparations and sweets are made in the morning shift in the presence of the chef since milk is received in the morning sweets for durbar and frontier are

made. The Mughali deserts and raita are replenished. Store requisitions are done in the morning. Pantry pickup for lunch is done in the morning. Preparation of items as per schedule is to make Gulab Jamun, phimi etc.

The evening shift does all the snack mis en- place like half fried Samosas, setting up of walk-ins picking up dinner, deserts on site preparation if any. The evening shift also does, falooda, mint chutney, sweet chutney etc. The kitchen closer at 234 and any transfers are taken after that.

BAKERY It is often called as the dessert section of the hotel as it provider all the desert ranging from cakes to piler to

laminated pastries. It is also responsible for providing patties, chocolate and confectionery items.

The Bakery supplies dishes mainly to the ‘Cake shop’ to the coffee shop for buffet setup, to banquets on functions prospectus, to Room service and different outlets in the hotel.

Right in the morning from decorating pastries and cakes to the baking brads at night the bakery is hurtling and burtling with work. All the hardwork is done at a continuous stretch by skilled and experienced hands.

KITCHEN STEWARDING

This is the most important section of the kitchen which takes care of the equipment and the utensils used in the kitchen. STAFF The chief kitchen stewarding officer has three kitchen stewarding offices under him there are 20-25 masaldis under them who not only help in washing up but also in doing hours like staff food, kneading dough etc. UNIFORM The chief wears a black suit with a red tie. The kitchen stewarding officers wear white shirt black coats, black striped trousers & are tie. DUTIES Cleaning up of crockery & cutlery Cleaning of Banquet & buffet equipment provision of glass bowls for slash & sauces dish washing Care of all equipments like tea & coffee dispensers etc. in the kitchen.

CONCLUSION When I first began my Industrial Training but went by ever so quickly and have left me craving for much more. I would

have to say that it is an absolutely fabulous part of the curriculum and perhaps will remain the most memorable one. Needless to say that this experience was a highly enriching and educative one as I went on from one department to another and met and got the opportunity to train under several highly respected senior professionals. I learnt that every individual

is different

and

that

every

one has

something unique to offer. I learnt that every job has its nuances and its value and that no job is superior to the other. I learnt that on needs to constantly improve and improvise. I learnt hat this is just the beginning of a long road ahead… full of challenges. But I know that I will be able to run along because I have my foundations firmly built in. It is here that I got the opportunity to continuously introspect and improve… as a budding professional and as a human being. I will always look back at the time spent here with fondness and with pride. I cannot but thank all the people who have helped me in several different ways that will go a long way in facilitating the commencement of a wonderful journey.