INTRODUCTION
An organization is a social arrangement which pursues collective goals, which controls its own performance, and which has a boundary separating it from its environment. Organizational study is the systematic study and careful observation how people- as individuals and as groups- act within organizations. Organizational studies encompass the study of organizations from multiple viewpoints, methods, and levels of analysis. The multiple view points can be divided into three perspectives: perspectives: modern symbolic and postmodern. Whenever people interact in organizations, many factors come into play. Modern organizational studies attempt to understand and model these factors. Like all modern social sciences, organizational studies seek to control, predict and explain. 1.1 OBJECTIVES OF THE STUDY
The main objectives are, 1. To have a practical knowledge of the application of the theories. 2. To know what an organization is. 3. To study the various functions of different departments in an organization. 4. To study the organizational and departmental structure of the 5. Organization. 6. To acquire knowledge regarding the profile of the company.
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INTRODUCTION
An organization is a social arrangement which pursues collective goals, which controls its own performance, and which has a boundary separating it from its environment. Organizational study is the systematic study and careful observation how people- as individuals and as groups- act within organizations. Organizational studies encompass the study of organizations from multiple viewpoints, methods, and levels of analysis. The multiple view points can be divided into three perspectives: perspectives: modern symbolic and postmodern. Whenever people interact in organizations, many factors come into play. Modern organizational studies attempt to understand and model these factors. Like all modern social sciences, organizational studies seek to control, predict and explain. 1.1 OBJECTIVES OF THE STUDY
The main objectives are, 1. To have a practical knowledge of the application of the theories. 2. To know what an organization is. 3. To study the various functions of different departments in an organization. 4. To study the organizational and departmental structure of the 5. Organization. 6. To acquire knowledge regarding the profile of the company.
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7. To analyse the strength, weakness, opportunities and threats of the organization. 1.4 PERIOD OF THE STUDY
The investigator started his organization study on 01/03/2011 and completed the study successfully on 24/07/2011. 1.5 LIMITATION OF THE STUDY
The main limitations of the study are, 1. Time was was not sufficient to make a detailed detailed study. study. 2. The organization was was reluctant to disclose disclose the financial and and some other relevant information required by the investigator.
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Chapter II INDUSTRY PROFILE
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2.1 History of the Hotel Industry
The inns of Biblical times offered little more than a cot or bench in the corner of a room or stable. Most such establishments were no more than private residences that offered temporary lodging to strangers. Guests stayed in large communal rooms where sanitation or privacy was non existent. The rates were reasonable about 2 cents per night but the company was rough travelers shared the same quarters with their horses livestock. The most famous lodging event is related in the king Janes version of the Bible. Mary and Joseph were turned away by a Bethlehem innkeeper because “There was no room at the inn”. According to Biblical scholars, the innkeeper may have meant that the room was unsuitable for a women about to give birth. At the time, and for several centuries afterworld men and women shared the same accommodations, accompanied by their horses, chickens, goats and sheep. The stable where Mary and Joseph spent the night was probably almost as comfortable as, and certainly more private than the inn itself. In the third century A.D, the Romans empire developed an extensive system of brick paved roads lodges was constructed along the major through fares, extending from Spain to Turkey. It was not until the industrial revolution of the 1700’s that European 1 taverns began to combine food and beverage service with lodging. Even so, little attention was given to sanitation. Beds as well as rooms have to be shared with other travelers and the rates were sleep. But the early European inns travels where merchants and soldiers spent the night were unsuitable for armistices.
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To accommodate wealthy travelers, luxuries structures were elected with private
rooms individual sanitation and all the comforts of European castle.
These elegant new establishments adopted the French word for mansions, hotel, and their rates were well beyond the means of a common citizen. The first American Hotel. The CITY HOTEL, opened in 1794, the bastling seaport of New York city, which at the time had a population about 30,000 unlike any previous lodging establishments hotel was not just a residence of travel to which guest rooms had been added, instead, it was a large, selfcontained building one of the largest in New York with 73 guest rooms and no other purpose than lodging. The city hotel inspired the construction of other pioneering hotels. First come the exchange coffee house in Boston, then a second city hotel in Baltimore, followed by the Mansion House in the distinction of being the first high rise structure in New York. The Adelphi had the distinction of being the 1
st
rise
structure in New York. These hotels become important social centers of unlike their European counterparts welcomed any one and who could offered the reasonable rates. Meanwhile, in Europe, sanitary lodging continued to be regarded as a privilege to be enjoyed only by the aristocracy. But in democratic America clean and comfortable accommodations were available to any middle class works or family. . Types of Hotels
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Which each industry segment are various types of properties that target different travel markets, U.S hotel properties are of six basic types. 1. Traditional Hotels 2. Motels 3. Resorts 4. convention or conference Hotels 5. Resident Hotels 6. Bed and breakfast inns 1. Traditional Hotels
A traditional hotel is modeled after the basic concept of private rooms with bath, front desk services, bell services, and food & beverage service on the same premises. Parking facilities major may not be available. Most mid market, fist-class, and luxury hotels fall in this category as well as full service, all suite hotels.
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2. Motels
A motel is typified by convenient access to a major and ample parking facilities for guests, usually without on premises food & beverage service. A standard motel has one parking space per guest room. Motels with 50 or more private rooms, front desk service and bell service are some times called motor hotels. No.
frills motels with limited services are commonly called budget
motels. 3. Resorts
To meet the changing needs of leisure travelers, traditional hotels adopted a variety of amenities, such as swimming pools, tennis, courts and golf courts, exercise facilities and health clubs. As properties expanded their facilities a new type of lodging establishment was born the resort. Over the last century the resort business has undergone many changes to meet the changing taste of America at leisure. The first American resorts were summer variation hotels accessible by the developing rail lines of the 1800s. mineral springs and spas first drew people to resort hotel drew people to resort hotel such as Greenbrier at while sulphur springs, west Virginia, the Saratoga in New York or warm springs in Georgia. These traditional summer resorts gave way to beach and mountain resorts in Minnesota, Michigan, Arkanas, the Rocky Mountains, the Adirondack and Catskill. Mountains in New York and seashore resorts up and down the Atlantic Coast.
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Specially of Resort
The health and fitness trends of the 1970’s and 1980’s created a demand for resorts that specialize in weight control, regimented exercise cosmetic surgery. Numerous health oriented resorts arose an both coasts, with specialized services and facilities. The health consciousness trend also brought new life to the old spas. Besides fitness, the popularity of outdoor activities gave rise to resorts that specialize in sports activities such as skeeing or scuba diving. 4. Convention or Conference Hotels
Because are conventions and meetings are held now than at any previous time, more convention and conference centers or hotels have been built. A convention hotel may be a traditional resort that hosts meetings or a facility constructed especially for conventions and conferences. To conventional groups the resorts have become an ideal environment for shedding the distractions of the city and focusing on business in a relaxed, comfortable atmosphere. Many traditional resorts have remodeled their facilities to better accommodate large conventional gatherings. Typically, conventions are scheduled during the offseason- a recruiting period of low occupancy thus lengthening the resort season. The additional revenues earned from the convention trade are so essential for many resorts that accommodating groups is often a priority during any season. Although resorts are often used for conventions specially designed convention and conference centers with large exhibit halls and numerous meeting and banquets room all the mainstay of the convention business. Many of theses complexes are constructed with funding from locate governments that are eager
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to attract conventioneers and tourist to their cities. Typical convention hotel may host as many as 100 conventions per year. Conference hotels are similar to all suite properties with conference rooms in many or all accommodations. A typical conference hotel may offer secreatarial services and provide guest with access to equipment such as photocopy and fax machines or desktop computers. 5. Residential Hotels
A resident hotel is designed primarily for extended stays, most such properties offer reduces rates for weekly, monthly or seasonal rentals. Such resident hotels have contracts with local business, industrial parks or schools to provide temporary residence to executives, contractors, employees or students. Others cater to special segments of society such as the wealthy, elderly, disadvantaged or transient population. A typical resident hotel offers suits or private rooms with bath, front desk, service, bell service and scarcity. History of kerala
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Chapter III COMPANY PROFILE
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3.1 ENVIRONMENTAL POLICY
We at zuri Hotels and Resorts are committed to;
Protecting the natural environment and prevention of pollution.
Making the best of natural resources.
Minimizing reducing, reusing and recycling all types of waste as suitable
Acting in accordance with the applicable environment laws as a whole and other requirement to which we subscribe.
Continually tracking and improving environmental performance Bringing up environmental awareness among our employees, guests, suppliers and society at large and co-operating with them in protecting the environment.
3.2 Vision
To be globally recognized as the unique brand of choice for both internal and external stake holders providing innovative experiences with respect and integrity. 3.3 Mission statement
We are committed to creating unique world class products. Welcome that our guest our valued guest every time with promise of yet another memorable experience. Being the employer of choice by equipping and inspiring our team to fulfill our collective aspirations. Being socially responsible in all our endeavors. ADDRESS
Zuri
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Goa tel.No. Areas of property: acre Number of rooms: Type of organizations Name of resortCategory of Hotel: 5 star deluxe Location:
Activities in and around
Shopping & sightseeing trips
Nature walk
Cycling
3.4 Zuri white sands resorts and casino hotel
Built on 37 acres, this five star deluxe resort with one of the finest spas in the country is located in varca right on the shore of varca beach . This areas in goa the most southern state of India is respectfully refe rred to as “Gifted land”. Elegant accommodation with serene landscaped setting to guarantee rejuvenation.
The resort features facilities ranging from ayurvedia to “Dead Sea Water treatment” and other therapists the capturing the essence of kerala style in the most modern settings zuri hotels and resorts celebrates the finex things in life. Located in most sought after tourist destination in Asia-Goa. It offers unmatched beauty and a highly personalized experiences.
Access By R oad
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Rooms
The total number of rooms :154 interconneting rooms are a total of 40 no’s 3.5 Phoenix Group
The Dianik Reef Beach resort of Spa, Mombassa, Kenya The Liner at Liverpool ( U K) The phoenix group floricultural division Country Inns and Suits Goa Priti Chand-Director PR & Communications, phoenix Group Global said, “phoenix Group Global has always represented high standards in quality, service, and ambience and we strive to excel, with the launch of country inns & suits Goa, we are offering the to discerning traveler an opportunity to experience the real Goa. The rooms and suits built around courtyards, conveying the feeling of a private house complete with gardens, patias and pergolas”. 3.6 Different outlets in Zuri Resort & hotel 1. Lime Tree
All day dining restaurant services a selection of regional favorites to popular western cuisine in a unique and interactive environment. An inviting buffet spread is kept for breakfast, lunch and dinner. It also has a health menu. Timings-24 hrs, cover-124.
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2. Trunk call bar
Enjoy our classic collection of liquors mocktails and mocktails as you take in the sights of sunset or sunrise across the horizon. Timings-11.am – 11pm, covers, 16 - 6 bar stools. 3. Laguna Bass
The resorts most exclusive and formal fine dining restaurant offers superior selection of seafood preparation of a select wine list. A perfect place for an intimate dinner while overlooking the Vembanad lake. Timing: 7.30 pm -11.pm Cover 22. 4. Marquees
Our cigar lounge with deep carpeting leather paneling presents the ideal setting for a formal discussion or a leisurelt chitchat an in offer are Habanos cigars, single malt a select wine list, cognact and port. Timing: 11 am. 11 p.m 5. Games Room
Enjoy a game of billiards or card
in this spacious games room. Timing:
11. am - 11 p. m 6. Blue
The pool bar and restaurant features a spa menu re a light menu. Time 9 am-6 pm
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7. Maya Spa
Rajuvenation acquires a whole new meaning at Maya Spa. One of the biggest SPA in South India. If offers both traditional ayurvedic treatment at Ayur Dharma and Western and International Therapies of pevonia spa. Treatment rooms all are attached to steem and shower area. Timings – 7.am-10.pm last appointment- 8 pm treatment rooms- 7 Ayurveda-7 International/ Western.
8. Bridge Block
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9. Kick start
The well equipped gymnasium is a great place to workout having a certified trainer. 10. Swimming Pool, Jacuzzi, steam and Sauna
The pool is located right behind the spa, Jacuzzi, steam and sauna has separate sections for men and women. 11. Beauty salon
The unisex beauty salon is located inside the spa on ground floor. 12. Curios College
This is resort gift and ability shop. 13. Business centre
The resort has well equipped business centre providing internal, fax and photo copying facilities. 14. Conference and Bequest facilities
Mridangam is the pre function area measuring Bhairavi and poorvi.
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3.7 Organization structure Board & Directions
General Manager
Front offices
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Asst Front offices mgr
Executive house keeper
House keeping Executive
Executive chef
F&B Mgr
HR human resources
Marketin g mgr
Chef engg
Finance mgr
Eng executive
Finance executive
Executive sub chef
Mgr villa service
HR training executive
Marketing executive
Chef de part
F&B executive
HR associate
Store asst
GSA
GSA
2
Front offices
GSA Executive
GSA
Demi chef part
GSA
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Chapter IV DEPARTMENTAL ANALYSIS
4.1
FRONT OFFICE DEPARTEMENT
4.2
HOUSE KEEPING DEPARTMENT
4.3
FOOD & BEVERAGE SERVICE DEPARTMENT
GTM
GSA General shop
Spa mgr
Chapter IV DEPARTMENTAL ANALYSIS
4.1
FRONT OFFICE DEPARTEMENT
4.2
HOUSE KEEPING DEPARTMENT
4.3
FOOD & BEVERAGE SERVICE DEPARTMENT
4.4
FOOD & BEVERAGE PRODUCTION
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4.1. FRONT OFFICE DEPARTMENT
Role to the department
Front office is the face of a hotel. It is the department that the guest seeing st
1 . As the first impression is the best it is very important for the hotel to give a pleasant
atmosphere. It is though this the guest comes to known about the
facilities available in the hotel. Like room food and service. Also about the programe of the guest on that particular day. It should be able to impress the guest into buying, the facilities available. This office must be smart hospitable and this can make the hotel very popular. The role of front office is to front office is to reserve, receive, register and assign room to guest and act as a continuous source of information and service provides to guest during their stay of the hotel.
Lobby
Reception
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GRE
Reservation
Travel desk
Bell desk
Lobby
Lobby is an area furnished with seating arrangements and is a meeting place common to all hotel guests whether residents or not, located immediately up on entry into the hotel building. This is the only first and last area of contact of guest with the hotel. Thus, hotel management spends, considerable funds & efforts to make the lobby aesthetically attractive and rationally convenient. The lobby desk is managed by a lobby manager upon represents the management all 24 hours. Reception
This is the selection where the guest is officially received and welcomed. The department functions 24 hrs a day. The different shifts are
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Morning shift
- 7 am - 4 pm
Evening shift
- 1 pm
Nightshift
-10 pm - 7 am
- 10 pm
Work performed in reception
1. update the room portion continuously 2. prepare room report and occupancy 3. Register guests assign the room 4. Issue VIP admit voucher 5. Calculate room availability excision and advance reservation. G.R.E
G R E plays the vital role in front office. G R E gives international the wish to the guest at the time of check in and out as a good guide to the guest. GRE handle the quest in a fact full manner. Reservation
Reservation section in the front office is the nerve center of the entire department where all the requests of reservation are received and processed. When a reservation or room booking is made at hotel it is expected that hotel will honor its commitment in accepting that reservation and guarantee that a room will be available when a guest arrives. The reservation information can be used by the hotel to;
Prepare weekly or monthly staff schedules, menus, and purchase requirements.
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Prepare sales forecast.
Relate sales forecast to expenditure budget.
Control costs, including materials, labour and overheads.
Carryout long term planning Front Office Chart
Director & Front office
Asst: Mgr Front office
Front office Executive
Guest relation Executive
Reservation Executive
SPA Executive
Junior Front offices Executive
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Various procedures in Front office 1. Sell guest room:
a) Accept reservation b) Handle walk-ins c) Perform d) Assignment of rooms 2. Provided information on hotel services services
a) Convening internal hotel operations b) On external events locations 3. Co-ordinate guest service
a) Liason between the front & back of the house areas b) Handle guests problem & complaints 4. Chart room status Report
a) Co-ordinate room status with house keeping b) Occupied status c) On charge status d) Out of order status 5. Maintain guest Accounts
a) Construction of folio and accounts b) Posting of folios
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c) Supervision of credit levels d) Documentation and guests transaction 6. Settlement of guest Accounts
a) Preparation of guest guest statement b) Reconciliation of folios c) Perform the checkout procedure. The Main Functions of Front Office
1. Taking in reservations which which may be individual F.I.T F.I.T groups, companies companies etc. 2. At the guest arrival arrival the front office assistant assistant checks if the guest guest has a reservation or not. 3. Duty filled and and signed the guest. 4. After the registration formalities the information is entered in the arrival list. 5. The room room key is given to the bell bell boys who escort. escort. 6. To maintain an up to date record record of guest guest inventory of forms and their occupancies are taken. 7. Cooperate and coordinate coordinate with other departments in the the hotel especially especially with house keeping for efficient functioning. 8. Provide necessary necessary information information to the guest during their stay in the hotel as may be described by them.
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9. Handless all type telephone calls. 10 Clearing of the guest guest bill is done by the front office Assistant. Assistant. 11. Handling mails, both in-house & guests, Keys, Locker facilities etc. Sources
1. Travel agents. 2. Air lines. 3. Whole sale tour operations. 4. Free individual traveler. 5. Companies & commercial business houses. 6. Embassies and Hotel representatives. Types of Plans
The different type of plan available in Zuri Resorts & SPA
European plan-Room rent only.
Continental plan-Room rent+ Continental Breakfast.
Modified American plan-Room rent breakfast +Lunch/ Dinner.
American Plan-Room rent+ Breakfast + Lunch+ Dinner.
Keycard
The security department enacts a critical role in the daily operations of a hotel. Hotels and motels extremely susceptible to security hazards because of the natural of the operation which involves dealing with persons unknown to the proprietor for itself poses a consider able threat to the security of the properly. As
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the name suggests “Security” is basically a protective service, provided to protect the interest of the company and prevent and any unfortunate influence. The role of security determent in the org is that of protector guardian. The department is having computerized locking for the rooms which is programmed and cannot be accessed by others. Each shift key cards are programmed according to their time and will be stored who has checked into the room at what time. The key card should swiped and the green light bills for five times the room should be opened at the time otherwise the card should be swiped again the light turn red that means either the room is double locked or the Key is not accessible. The Night Shift Functions
Housekeeping status is tallied with office occupancy status.
Correspondence file for the day is checked with arrival list.
VIP’S/ inner circle guests list with cor responding amenities is sent to housekeeping/maintenance F&B service for the next day arrivals.
C-Forms we kept ready for IB office/Sp office/C form office.
Guestroom Key/ master key is checked with occupancy status.
Wake up call for FIT/Group is checked.
Rate variance is checked to ensure correct rate is charged to all guests.
Batch close is done for all credit card machines.
Night auditing is also done by GSA.
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The Cashiering Function Paid Out
Paid out refer to money given by the cashier on behalf of the guest for service that have not been rendered by the hotel. Eg: Medicines purchased, Taxi fare, etc.. The money is given against a receipt is called paid out voucher. The front office manager is the sole authority to decide if paid out can be given to a guest or not, the limit to which front office manager is authorized to give a paid out is Rs-2500/- for paid out more than this amount, the general managers permission is required. The paid out voucher should have the following Details
Name and room Number.
Amount in number & figures.
Reason for paid out.
Front office in charge signature.
Recipients signature.
Cashiers signature. Once the details have been filled in, the required amount is handed over to
the recipient and the amount is fed into the guest folio.
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Foreign Exchange Rules
A hotel is a foreign exchange earner for the country. Foreign tourist come and stay at the hotels and pay in currency for the service utilized. The foreign currency is to be deposited with the Reserve Bank of India recognizes the hotel company as foreign exchange earner thus giving it the permission to buy foreign exchange. There are private companies, which operate under license deal in foreign currency. These companies keep all the account of foreign exchange earned with RBI. The hotels deal in the foreign exchange through the banks. They give the exchange rate for each currency every morning on the prevailing rate of RBI.
Foreign currencies can only be purchased but not sold by the hotel.
This states that only rupees can be given in exchange of foreign currency and any currency.
Currency has to be exchanged at the daily quoted rate by the RBI.
A regular is maintained known as Restricted License Money Charges that keeps a record of money transacted during a time period.
Guest Comments Card
There is a card which is given to the guest in the room. This card is given to the guest to express their opinion about their stay in the hotel. It will contain details about all the department. This is also notification to the staff. These cards are collected at the checkout time and are send to GM’s office. If any complaints found that will be discussed in the respective department.
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The books maintained by front office.
Front office log book.
Briefing log book.
Duty managers log book.
Reservation log book.
Conceierage movement sheet.
News paper delivery sheet.
C-form.
Guest deposit locker.
Reg. card.
Front office job register.
Foreign exchange register.
Hotline sheet.
Store requisition.
Wake up call register.
Cultural program register.
Gold point plus.
Training module.
Current Arrival list.
Departure list.
Expected arrival/departure list.
Guest Amenities Voucher.
Cash Book.
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Express check in register.
Duties Performed trainee
Welcoming the guest
Tagging of guest luggage
Placing the guest luggage in the room,
News paper delivery
Taking Photocopies
Taking guest for properly visit
Buggy cleaning
Buggy service
The Knowledge & Skills which obtained
Learnt how to deal with guest
Learnt how to attend the telephone calls
Learnt how to full the concierge movement sheet
Learnt how to open the safe deposit
Studied about night auditing
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4.4 HOUSE KEEPING
The house keeping department is responsible for the management of guest rooms and cleanliness of all public areas. The house keeping department in a hotel is responsible for cleanliness, maintenance and aesthetic up keep of the hotel. The role of house keeping is to keep a clean comfortable and safe house, so as to create a home among dream home. In home, it is a leady
of the house on
uniform the mantle of the housekeeping falls, sale of a rooms constitute a minimum of 50% and the sale is dependent on apart from several other thing, the quality of the rooms, décor, and room facilities, cleanliness of the room. To make a room appealing to a guest is a task of house keeping, which has to ensure the basic human needs of comforts and security. Thus the; personnel effort the housekeeping department needs in giving a guest a desirable room direst bearing on the guest experience in a hotel. It takes a well organized approach and technical understanding to enable housekeeping to cope with volume of work. A good hotel expectation ensures optimum room sales to being in the maximum profit.
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House Keeping Chart
Executive House Keeper
House Keeping Executives
G.S.A
COORDINATION WITH OTHER DEPARTMENTS HOUSE KEEPING
To keep a tight control of rooms the house keeping and front office have to have a close relation. One way of coordinating through the room report ie; prepared by the house keeping department and sent to the front office department and also the opera system helps to give the current accounts and details about the guest (check ins, check outs, new reservations etc.). In case of any discrepancies in the rule status the front office after physical verification prepares a discrepancy report and sent to house keeping. More over the uniforms of front office is cleaned and issued by the house keeping. Whenever the guest checks out the front office informs the house keeping that the rooms mini bar status has to be checked and the guest going to check out. Once the checkout process is over front office informs house keeping that the room is to be cleaned and ready to be let out again. ROOM SERVICE
The room service is kept closely intimated of the different arrivals and departure of guests. This department provides food and beverages to the guest rooms and welcome drinks to the lobby according to the needs of guests. The 33
front office informs the occupancy details accordingly and arrivals and departure expected of VIPs. SALES
There is a very close coordination between the front office and sales especially in soliciting their help in improving the room sales on lean occupancy days. The front office also informs the sales whenever an important guest, who can influence the business of the hotel, check in. Sales department keeps the front office updated with the new agreements made with travel agents, airlines, companies, medias, other hotels etc. STORES
The store is responsible for all the material supplies like forms and formats arrival departure tax, different types of cards, welcome letters, letter heads, registers, records, stationary items, soft drinks, paper heads, rose water etc. ENGINEERING
The engineering department is responsible for the all types of maintenance of furniture, fixtures and equipments, centralized AC. plumbing, lightings, machinery exchange, daily service on club cars etc.
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DUTIES AND RESPONSIBILITIES
SUPERIOR & DELUXE LAGOON VIEW ROOMS -INTERIOR
EXECUTIVE HOUSEKEEPER
He is the administrative head and the total in charge of housekeeping department He is responsible for cleanliness, room management, maintenance. Up keeping of hotels, scheduling, recruitments, training, laundry, discharging.
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discipline of the employees through management and in the accordance with the labour regulations. He is responsible for preparation of annual budgets, submission of the same to the general manager, coordination with other departments. Coordination of staffs of housekeeping. Developing a housekeeping system and procedures and ensuring-that all of them are following it. SUPERVISORS
In public areas, floors, laundry etc. works includes restaurants, lobby, corridors, anquets, hopping arcade, staff area, rooms, cottages. pool villas .their are four supervisors in the house keeping department. And responsible for their particular department, maintenance and cleanliness. SUPERIOR LAGOON VIEW COTTAGES
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HORTICULTURIST
Horticulturist maintains gardens for interior arrangements. He has to ensure the smooth supply of flowers as well as assist the housekeeper in flower arrangements. GARDENERS
He does the actual digging, planting, watering of the gardeners on a day – to-day basis. EMERGENCY HANDLING PROCEDURES
FIRE:
Identify the area
Contact Engg, security & gm
Identify the type of fire & magnitude
Call the fire brigade as per requirement
Call police & ambulance if required
All communication to be routed through the reception desk
Inform all the HODs and HR with reference to staff briefing.
Follow the evacuation procedure as per the crises manual.
BOMB THREAT:
Attempt to establish the identity the caller.
Check the phone no. from the display panel
Inform the security & GM
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Inform the Kumarakom police station
Follow the evacuation procedure as per the crises manual
Inform the HODs and HR with reference to staff briefing
NOTE:
FORMS AND FORMATS USED
HOUSE KEEPING LOG BOOK
ROOM STATUS REPORT
PUBLIC AREA & FLOWER CONTROL REGISTER
ATTENDANCE REGISTER
LAUNDRY REGISTER
STORE REQUISITION REGISTER
PURCHASE REQUISITION REGISTER
GROUND FLOOR HOTEL BLOCK REGISTER
FIRST FLOOR HOTEL BLOCK REGISTER
ZONE ONE COTTAGE REGISTER
ZONE ONE VILLA REGISTER
ZONE TWO COTTAGE REGISTER
ZONE TWO VILLA REGISTER
TRAINING REGISTER
COST CONTROL REGISTER
PEST CONTROL REGISTER
KEY REGISTER
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COORDINATION WITH OTHER DEPARTMENTS FRONT OFFICE
Coordination with the front office is one of the critical features of housekeeping operations. As soon as the departures the front office informs the number of room vacant. The house keeping swings into action and cleans and gets the room ready for sale. This is then informed to the front office and the room is for sale again. FOOD AND BEVERAGE
The restaurants and banquets constantly require clean table cloths, napkins and other linen. Their staffs as well as the ones in the kitchen require clean uniform the former because they are in contact with the guest and the latter and because of the strict standards of hygiene required in kitchen by most establishments. PURCHASE AND STORES
The purchase gets the out of stock requirements for the house keeping departments that includes guest supplies guest amenities cleaning supplies detergents etc. these supplies are got from the stores after submitting the indent requirements for the same. ENGINEERING
One of the main and important functions of the housekeeping department is the maintenance aspect of hotel for the purpose of keeping the department and the other areas under the supervision especially the guest rooms, public areas and
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other areas. Hence a close coordination between these two departments is necessary. SECURITY
The guest room is the most private place in the hotel and every hotel goes to any length to maintain the privacy and safety of its guest. However guests and in most cases outsiders take advantage of this privacy and resort to unlawful activities. Hence it is the duty of each employee especially the housekeeping to be alert and take the help of the security department in all necessary times. PERSONAL DEPARTMENT
Coordination is required for the recruitment of staff for the housekeeping section, salary administration, induction, staff locker facilities, training, cross training and other facilities etc. Profile of Professional housekeeper
1. Overseeing the entire house keeping operations 2. Effective intra & inter departmental Co-ordination at all levels 3. Increase labour efficiency &reduce labour turn over 4. In corporate new techniques and systems in operation 5. Forecasting occupancies expenses budgeting and crisis management 6. Training development of manpower at all levels 7. Resolving intra &inter department conflicts etc.
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Different Sections in House Keeping 1. Desk Control room
This is the main communication center of housekeeping. It is from here that all information is send out and received concerning the department. The desk control is the point where all staff report for duty and check out at the duty end. 2. Linen Room
This is the room were current linen is stored for issue and received. This liner room should have a counter across which the exchange of linen take place 3. Linen Uniform store
This room stores the stocks of new linen cloth material for uniforms etc. Larger hotel may enough space for an independent uniform store in addition to a line store. 4.Uniform room
This room stocks the uniform in current use. A separate uniform really depends on the volume of uniform in circulation 5.Laundry
This is a section on here all soiled linen is received, clean & supplied back to the linen room & uniform stores. Laundry is mainly divided into two
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1. Regular service laundry 2. Express service laundry 6. Lost & Found Rooms
This should a small space away from the through fare, secure cool and dry with a cupboard to store all guest articled that are lost and may be claimed after. This section stores all guest articles which are lost or left behind. The guest articles which are put into a bag and the room number, name of the room boy who has the found the article etc are written and attached on the bag. This is then kept in the lost & found section. They are restored to the guest whenever they are claimed and the claim has to made within six months. 7. Flower room
This should be an air conditioned room to keep fresh flowers for such flower arrangements as hotel may require. The room should have work tables, a sink and water supply. 8. Floor pantry
The guest floor has a separate pantry which keeps the supply of linen, cleaning supplies etc. it also stores the maids cart and other guest supplies like matches soaps, shampoos, etc. the iron box and iron board are placed here.
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9. Horticulture
The hotel maintains a special department called the horticulture department. It has got a beautiful lawn where digging, planting, watering and maturing is done on a day today basis 1. Landscape
Landscaping has been done through out the 13 acre property using tropical nature of plants, which gives natural beauty to the property, some of the tropical plants which have been used here are Heliconia, Orchids, Anthuriums, Verities of red palms, ficus Oil palm and different types of bamboos and bougainvillea’s 2. Manmade Lagoon
The man made lagoon spread over 5 acres which was earlier a paddy field with natural fishes like pearl spot and plants like water lil y. 3. Fruit and Vegetable Orchard
Established kitchen garden with organic vegetables like lady finger, brinjal, tomatoes,vow pea, amranths, chillies, bitter guard and basil. We also have medicinal garden in front of the Maya spa we grow herbal and aromatic plants. We have landscaped fruit orchard where we grow sapota, lemon, guava, mango, kokum, rose apple, bananas and grapefruit.
Sprinkler irrigation using water purified through the sewage treatment plant. The STP filters the water from guest rooms which is used for ir rigation.
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Eco friendly agro chemicals and native manure like cow dung and organic compost
Aerobic microbial composting waste and some kitchen waste is decomposed using bacteria to convert into organic compost.
Cleaning Bathrooms
1. Remove used bathrooms linen and place in a trolley meant for the purpose in the floor pantry 2. Empty and clean ash tray and waste bins 3. Clean the water closet and the bath tub, both sides surrounding tiles with best span/germ free chemicals 4. clean wash basin, the goggle glasses and the area around the wash basin 5. The shower curtains to be cleaned and direct 6. Replenish the guest supplies and change the soiled linen for fresh linen 7. Clean and mop the dry floor Cleaning vacant Room
A vacant room is one which has not been let out the previous night and hence in the morning. Each room and bathroom must be dusted daily. If the room has been vaccinator several days, the bathroom floor should be checked and carpet vaccum cleaned. If the room has an attached balcony then it should be cleaned daily
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When a vacant room has been prepared the night before the following jobs will have to be done in the morning. 1. open curtains and arrange neatly 2. Put off the bed side lamps it not attached to the master switch 3. Remove the breakfast order, collect my laundry suggestion and orders from the bed and keeping appropriate places 4. Turn back the bed 5. Replace bed spread Departure room cleaning 1. Open curtains arrange them neatly and adjust the lighting 2. Open the balcony doors to air out the room 3. Clean inside of drawers, back and cupboards placing the necessary guest supplyies 4. While cleaning drawers, back of the shelves and cupboards, any lost and found items should immediately noted down and reported to the house keeper. 5. All other cleaning procedures applicable for vacant rooms also apply to departure rooms
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Turn down service
The second shift members render turn down service. The evening room boy picks up from where the morning one has left off. He restocks the room with all necessary lines and supplies needed to service the guest room before proceeding to attend to his assigned area, if the job has not already been done by the first shift boys. Turndown service includes; 1. Putting away of bed over by folding it from head to toe twice, folding the sides up and put it away in the closet 2. For single occupancy make up the bed close to the bathroom. In case of double bed, make up the one next to the telephone. In case of double occupancy both sides have to he done 3. making up the bed
Takeout the second sheet, blanket and night spread, which have been tucked under the mattress
Make a triangle shaped fold from the centre of the bed nearly tucking in the lower hap of the fold, and then tuck under the mattress as before
4.
Place the breakfast card, laundry slip and DND card over the pillow together with the suggestions folder
5.
Put the night lamp on, clean used ash trays and water paper baskets, draw the curtains (both sheer and heavy). So that no carriers or center gaps are visible
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6.
Put the mineral water on the bed side
7.
Remove used trays to the service pantry
8.
Tidy the room
9.
Re arrange the slippers and night suits if around
10.
Replace used linen in the bathroom, dry the wet flooring and replace supplies, if necessary
11.
Finally, a room boy is expected to report on any room, where the service has no been given or any unusual incident
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SUPERIOR LAGOON VIEW COTTAGES
LAKE VIEW POOL VILLAS
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4.5 F & B SERVICE
House Boat lunch Cruise
Zuri provides a done organize on the backwaters of the great Vembanad lake complete with assumptions authentic Kerala lunch. F & B service means the graceful dispatch if food and drinks according to the order of the guest. As the difference in hotel exists also the service some big hotels would have a number of service outlets in the form of restaurants, coffee shops, bars etc. This department of zuri amounts for a one third revenuer of the hotel a systematic function of service department helps in promoting sales. This is next to front office in terms of direct guest contact, hence it has the grandear and gaiety for the guest to be lured. In zuri r esorts & spa, the restaurants and other service outlets bear a festive look always with food festivals and other
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customer appealing attractions. The interior of restaurants are furnished with the most soothing and world class interior design. The department is often referred to as the commercial establishment committed to the sale of food items prepared in the production department to respective customer either in the room or in one of the many service outlets Beverage service is that phase of the beverage follow wholly concerned with presentation of the beverage to the customer after the different outlets of the hotel. In hotel zuri resort and spa food and beverage service is divided into six areas.
restaurants
banquets
lawns
bar
in room dining
house Boat lunch cruise Food & Beverage Service chart
Food & Beverage Manager
Manager villa service
Food & Beverage executive
G.S.A
DUTIES AND RESPONSIBILITIES F & B MANAGER
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He is responsible for the preparing of the budget for the departments. He ensures that each of the outlets achieve the estimated profit margin. He should ensure the quality control in terms of efficiency in all service areas by ascertaining that the staff is adequately trained in house keeping the standards of the unit ASST F & B MANAGER
He is the next important person in the department. He helps the F & B manager when he is on leave or his absence EXECUTIVE SUPERVISORS
He is in charge of the departments. His duties include allocation of work, in charge of restaurants and all outlets in the department. GSA
They are also called as the stewards, they serves food and beverages to the g jests in the restaurants, they should be able to perform the captains job in our hotels FOOD AND BEVERAGE SERVICE
The food and beverage service department of the hotel is the most labour intensive department in a hotel. It is divided into restaurant service, banquet service, in room dining, villa services etc. The Food and Beverage Manager heads the department.
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FOOD & BEVERAGE SERVICE OUTLETS LIME TREE
All day dining restaurant serves a selection of regional favorites to popular western cuisine in a unique and interactive environment. An inviting buffet spread is kept for breakfast, lunch, dinner. It is also has a health menu. Timing
- 24 hrs
Cover
-124 packs
TRUNK CALL BAR
Enjoy the classic collection of liquors, mocktails and cocktails as you like in the sights of sunset or sunrise across the horizon in the VEMBANAD LAKE. Timing
-11.00 am to 11.00 pm
Cover - 16 + 6 bar stools LAGUNA BASS
The resort most exclusive and formal fine dining restaurant offers a superior selection of seafood preparation and a select wine list. A perfect place for an intimate dinner while overlooking the VENBANAD LAKE. Timing - 7.30 pm to 11.00 pm Time
- 22 packs
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MARQUEES
Our cigar lounge with a deep carpeting, leather paneling presents the ideal setting for a formal discussion or a leisurely chitchat. On offer are Habanos Cigars, Single malt, a select of wine list, Cognac and Port. Timing
-11.00 am to 11.00 pm
GAMES ROOM
Enjoy the game of Billiards or cards in this spacious games room. Timing
-11.00 am to 11.00 pm
2. BLUE
The pool restaurant and bar features a spa menu, i.e. a light menu. Timing:
-
9.00 am to 6.00 pm
ROLE OF THE DEPARTMENT IN THE HOTEL:
Zuri Resorts & SPA a very good atmosphere of dining, they will gave verity of cuisine and dishes. Every hotel of establishment irrespective of its size,
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volume and occupancy levels has two major revenue generating tools rooms restaurant of those the restaurant and various service outlets account for 20% to 50% of the total revenue, though the sale of food and beverages. Thus the food and beverages service department plays a very important role in hotel. BANQUET SERVICE OPERATION
The first and foremost criterion in the operation of banquet hall is the reservation for a function as it is important for both the hotel and the guest. The booking is taken special information sheet called a banquet function contact sheet. This sheet includes Name and address of the booking person Day and date of function Type of function. Number of expected and guaranteed person Menu and type of service required. Wines and alcoholic drinks to be served Audio and video facilities required Price to be charged per person Once the function and its formalities are finalized instruction are given to all the other concerned departments including the kitchen and the maintenance Departments through the function prospectus that mentioned the date of the function. The menu and any other function and arrangement to be made. The supervisors assigns the duties to the stewards for preparing the banquet halls, i.e. the seating arrangements, setting up a bar if required etc.
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BANQUET FUNCTION PROSPECTUS
This is the most important concerning the banquet department. After a party function has been booked a special information sheet is typed and prepared call the function prospectus. This is sent to house keeping, kitchen, maintenance and the front office department with a special instruction regarding their role in their party. This sheet is basically to inform the various departments concerned through a systematic procedure that such party is being held on such a date and what is required from the respective departments.
CONFERENCE ROOMS
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4.6 FOOD & BEVERAGE PRODUCTION
This department is primarily concerned with the processing of room materials used to produce control some dishes as mentioned in the menu to be served to the guest in the F&B outlets. The department basically involves the kitchen and allied section. The F&B production department is the department which acts as a soul to the total industry. This is the department where in the production process goes on through out the day in producing food for the various outlets such as room service, restaurant, coffee shop, bakery and confectionary shop, banquet halls, outdoor function etc. This department where we find highly skilled chefs in forms of preparing a dish garnish presentations etc. They have a thorough knowledge in the production bakery and confectionery shop, Banquet sells outdoor function etc.
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This department where we fid rightly skilled chefs in forms to preparing a dish garnish presentations etc. They have a through knowledge in the production world and also get to know matching to the present changes in the department in the compelative world. Large hotels will have several kitchen for producing different cuisines and manned by a large work force. While small hotel will have a single kitchen where all the dishes are produced by a small brigaded. In Zuri the chefs more highly skilled and were well versed in producing a number of famous dishes of country and from international cuisines. During the peak season, the guest mainly came from .Other foreign countries. So the chefs here were also had an experienced hand in the different cuisines of the world which they faced Food & Beverage Production chart
Executive chef
Sub chef
Chef de parties
Demi chef de parties
G.S.A Food and beverage production refers to the kitchen area where all the cooking works of food and preparation of beverages takes place. This department has various subsections that constitute the main revenue earning department next 57
to front office. The staff is the key element, which helps the smooth workflow in the department. The main difference is that no raw materials have to be purchased on a daily basis to prepare the dishes. The staff hierarchy that is given in the subsequent pages a general one found in the five star hotel. The hierarchy varies depending upon the number of kitchen, menu being served, the area of operation, etc. the executive chef controls the team of staff to work efficiently and communicates to his subordinates through the souse chef. SECTIONS OF KITCHEN PRODUCTION DEPARTMENT
F & B production department plays an important role in hotel. This section is the nerve center of the hotel. The standard of the hotel depends on the performance of this department the various sections of this department are:
Cafeteria
Chinese
Garde Manger
Butchery
Bakery
Kitchen Stewarding
BAKERY
The work of this section is normally separated from the main kitchen. This is a self contained section having its own cold storage. This section has two 58
sub section, bakery and confectionary. Bakery prepares items includes muffins, Danish pastry bred rolls, pies, pastries, cakes cookies where as the confectionary prepares the items includes mousses, puddings, souffles, liquor chocolates and a lot of delicacies. VEGETABLE AND SOUTH INDIAN SECTION
All the kinds of preparations are prepared and skillfully cooked vegetables originate from here. These vegetables are served as accompaniments, as separate dishes or as garnishes. In large hotels vegetables are cooked, refreshed .and placed in the refrigerator for the future use. All the South Indian dishes are prepared in this section only, like Idli, Sambar, Vada, Dossa, Poottu, Appam etc.. STILL ROOM
This is the section in charge of the coffee, tea, being the busiest in morning. It is in the buffet counter itself in the all day dining restaurant. SEA FOOD KITCHEN
We have a sea food specialty restaurant kitchen, LAGUNA BASS. According to the prior guest reservation it opens. All kinds of sea foods will be served here we have the cold room, deep freezer etc. Depending upon the type of hotel, menu they are served, and the type of establishment the sections in the kitchen may vary. GARDE MANAGER
This is known as the cold kitchen. In our hotel this deals with the soup, larder, juices, ice creams, etc. The garde manger makes various kind of salads, salad dressing, cold and hot sandwiches, meat products like salami, etc. it also 59
does carving, mirror works, and sculptures for special occasions. Some of the food in garde manger preparation is canapés, cocktail snacks, cold sandwiches, chicken, cheese, meat, fish sandwiches, mixed salad, green salad, Russian salad, tossed salad, summer salad, papaya salad etc. BUTCHERY
This is the place where all the meat, fish and poultry are cleaned and dressed according to the various sections in the kitchen. We do have a separate butchery associated with the cold room, deep freezer, cutting m achines etc. DEPARTMENT HIERARCHY
Executive Chef
Pastry Chef
Sous Chef
CDP's
DCDP's
Commil 1
Commil II
Commi III
EXECUTIVE CHEF
-
CHEF CHANDRASHEKAR
SOUS CHEF
-
CHEF MICHAEL
BAKERY CHEF
-
CHEF MANOJ
DUTIES AND RESPONSIBILITIES
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EXECUTIVE CHEF
Being the head of the department, is principles function is to organize and supervise the work of kitchen. He is responsible for the management for the efficient functioning of the department. He is responsible for the staffing, preparation of the duty rotas, coordination with other departments, guest feedbacks, etc. The chef concern with the quality of food and its presentation he prepares the predetermined percentage of profit and works in accordance with the policy of the management. SOUS CHEF
He is the assistant executive chef and helps in all the duties performed by the executive chef. He calls up the order from the guest in kitchen and supervisors in the services. He is responsible for the proper day to day functioning of the department. He supervisors the activities of the kitchen and make the staff changes during the working hours from the relive pressure. COMMIS
They are assistants to the respective subsections. They are responsible for the actual preparation of the food and dishes. They are also responsible for store pick ups. GSA
They are responsible for the cutting, peeling, and for other works in the departments Function 1. Standardization of recipies
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Written formula for producing a food of specified quantity for use particular establishment are called standard recipes. If includes precise qualities and quantities of required ingredients and the
sequence of preparations and
service. Together with project informed on the sales of each item on the menu, these can be used to effectively control cost and quantity. For this frequent checks must be made by the senior kitchen staff to ensure that standard recipes are strictly adhered to and that the recipes are accurate. These checks include regular yields tests, strict portion control and food cost percentage calculations
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2. Portion control
Controlling or regulating the sized or quantity of food to be served to a single customer is referred to as portion control. This consideration is based up on 3 view points •
Type of client
•
Quality of food
•
Cost of raw materials and cost price of final product Certain specialized equipments are used in maintaining the size of portion
of dish 3. Indenting
Separate requisition books are maintained for food and beverage. Requisitions are prepared by different sections of the kitchen by the chef incharge and after obtaining the authorization of the senior kitchen executive or the sous chef, are submitted to the dry food store and beverage store supervisor and indents are picked up on the eve of public holiday and on these days. This is done around 10.00 a.m in the morning requisitions are prepared in triplicate of which one copy is taken by the stores, one is sent to accounts, and original is filled by the kitchen 4. Menu Planning Aspect
The menu includes all the dishes the kitchen is in a position to serve the guest with and provide a breed on the ingredients, garnish and accompaniment of each dish together with its price. The menu several functions with arte related to
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both the front and back of the house activities . Basically a model hotel will have 3 menus. 1. Sales Menu
This is the menu that is available to the guest of the hotel to go through and make a choice. This is pure marketing in action, major tool in merchandising. 2. Working Menu
Details on ingredients yield and portion sizes together with the catering policies of the management are provided in a working menu. It decides the equipment, layout of the kitchen and man power required. Many aspects of catering management and day to day operation of the kitchen are determined by the menu. It also forms the basis of receipt specification a primary tool in managerial controls Certain items are kept in mind while planning a menu 1.
Style and quality of cuisine
2.
Whether there should be an A La corte Table D’ Hot menu or a blend of these
3.
The range of the menu with regard to number variety and size of the dishes
4.
Mode of payment
5.
Method of service
6.
Whether special items are to be featured
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Chapter V CONCLUSION
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