Escolar Documentos
Profissional Documentos
Cultura Documentos
Ahmedabad
72
ACKNOWLEDGEMENT
I like to take this opportunity to thanks the management of
THE PRIDE group of hotels for giving me this chance to train in this
esteemed establishment, which is the best of its kind in Gujarat.
Besides being a proud member of The Pride in the process of my
Industrial Training I received the true inside working of five star
hotels and the functioning of every day to day running of this
complex organization.
I would like to thanks the staffs of The Pride Hotel, who through
guidance and friendship opened my chapter in the science of Hotel
Management, which are not taught in any classroom. Thus, imparting
to me their knowledge of experience in this line.
Ahmedabad
Date:COMPILED BY: AMIT KUMAR
72
AMIT KUMAR
IIND YEAR B.H.M
Reg. No:-
DECLEARATION
I hereby declare that their project report submitted in partial
fulfilment for the BHM Program to the Magadh University is an
original research work and by me under the guidance of the faculty
guide and that the their or any part of it has not been previously
submitted for degree/diploma of any universities/institute elsewhere.
Place: - Ahmedabad
Date:-
Name:Reg. No.:-
72
SYNOPSIS
Tourism industry is one of the most successfully immerged industries
in the world. Before tourism was only confined to touring but now,
many things come under tourism. Tourism plays the major factor in
the economic development of the less backward region beside hotel
industry is the backbone of tourism industry. The hotel industry is a
part of it. The hotels can be classified on a wide range from facilities,
star categories and location etc.
The project is based on the operational aspect of four star deluxe
hotels. THE PRIDE HOTEL, Ahmedabad the main purpose of the
project is to study the operational aspect of THE PRIDE HOTEL.
The objective is to study the modern trends that are used in the hotel
industry and the information is taken from both primary and
secondary sources. The limitation is that detail about operational
aspect not the financial aspect of the hotel.
COMPILED BY: AMIT KUMAR
72
72
CONTENTS
SERIAL NO.
CHAPTER
NAME
NUMBER
1.
Introduction
2.
Project Design
16
3.
4.
5.
6.
Infrastructure
of The Place
Profile of The
Hotel
Operational
Aspects
Non
COMPILED BY: AMIT KUMAR
72
PAGE
19
23
28
96
Operational Aspects
7.
Problems &
Solution
8.
Conclusion
125
9.
Bibliography
130
72
115
INTRODUCTION
TOURISM INDUSTRY: - Tourism is related to tour, which
has its origin from the Latin word Tour which means lane or wheel.
Tourism is a short term movement of people, which is outside the
place where the so called tourist lives work and stay. It is an activity
which results from the travel and stay of person or persons who are
not the resident of that place. In their many corporate, business
concerts, firms, industries are engaged in direct or indirect ways.
So in conclusion we can say that everywhere you look every
corner you turn.
So the training is undertaken in THE PRIDE HOTEL
Ahmedabad.
72
Pleasure Activity
Multi-Segment
72
72
ROLE OF HOTEL INDUSTRY IN TOURISM: Hotel industry is the backbone of tourism industry. It is the essential
part of tourism. Hotel industry is closely linked with a industry that is
responsible for 80% of foreign exchange earning in tourism. The
development of new hotel increases the moment of people goods and
service to the undeveloped region in India and countries like India for
the rising volume of tourist in flow in the hotel industry act as
accommodation for both domestic and foreign tourist.
The advert of industrial revolution in England brought ideas and
progress in the business of inn keeping. The development of railways
and skip made travelling made more prominent. In the promotion of
tourism, if all the constituents if the Constituents the most important
segment. Tourism to a great extent dependent on the tourist industry,
hotel sector thus constituents if the tourist industry, hotel sector thus
72
72
B.
BASED ON LENGTH OF THE GUEST STAY: Transit: - In this of hotels, the guest usually stays less.
Residential: - In this type of hotels, the guest stays for a
month.
Semi Residential: - There is no certain periodic time
for a guest staying in the one of hotel.
72
C.
BASED ON OCCUPANCY
*
*
*
*
60% to 65%
65% to 70%
*
*
below 25 Rooms
Medium
25 to 100 Rooms
Large
72
European Plan:
Continental Plan:
Bed
Charges
Morning
Tea
Continental Breakfast.
Bermuda Plan:
+ AM B.fast
American Plan:
72
72
PROJECT DESIGN
SCOPE: -
72
METHODOLOGY: -This
primary and secondary data collected by me from the hotel during the
22th week training period from the staff member and through work
experience.
METHODOLOGY: -This
72
72
72
72
72
ADDRESS: -
TELEPHONE: -
079-30115566
72
E-MAIL:-
banquets.ahmd@pridehotel.com
FACILITIES PROVIDED
Fancy
fair
Restaurant:
Multi
Cuisine
restaurant.
72
Doctor on call
Video Game Parlour for Children.
Beauty Parlour.
Health Club.
Magic Card.
Credit
Card
Facilities
(VISA,
Master,
American Express)
Rejuvenation Centre
Bank in the premises.
The imperial- Capacity 500 in the Theatre
Style
Royal- Capacity 150 in the theatre style.
Presidential- Room Capacity 30-40 Seats
24 Hours Room Service.
72
HISTORY
The The pride hotel was established in 1994 with the Rs. 5 Crores.
It is established by MR S.P JAIN.
That time it has only 78rooms.
Now it has 164 Rooms. The new block which have suites and
executive rooms, is made recently.
72
72
Front Office
House Keeping
F & B service
F & B Production
72
INTRODUCTION: Front office is the nerve centre of a hotel and as such is an excellent
place in which to gain a detailed understanding of how a modern
lodging operates. A position in the front office in an ideal launching
pad for future advancement in the hotel industry.
COMPILED BY: AMIT KUMAR
72
72
72
SHIFT TIMINGS
Morning Shift: -
7:00 am 3:00 pm
Afternoon Shift: -
3:00 pm 10:00pm
Night Shift: -
10:00 pm 7:00 am
72
72
RECEPTION OF HOTEL
Front Office Manager
Assistant F.O. Manager
Steno
Night Auditor
F.O. Supervisor
Reservation Reception
Mgr.
Telephone Telex
Sr.
Sr.
Sr.
Lobby
Sr.
Bell Captain
Cashier
Reservationists Receptionists
Informationist
Telephone Operator
Junior
GRE
Jr.
Informationist
Telephone Operator
Reservationists Receptionist
72
Bell Boys
Bill Clerk
72
Reservation status
Billing instruction
Once a reservation reaches a hotel it must be accurately
processed. A brief description of a hotel computerized
reservation system follows: -
START
Formation of reservation enquiry
Relating the inquiry to the rooms available
Recording the details of reservation
Confirming the reservation
Maintain a record of all individual
72
B.
RECEPTION
receptionist
carriers
change procedure.
COMPILED BY: AMIT KUMAR
72
out
room
the
receptionist,
registers
are
also
various
files
maintained
at
and
the
reception
Arrivals
and
departures
register
is
INFORMATION: -
72
72
LOBBY:
72
C- form register
Newspaper register
Stationary register
COMPILED BY: AMIT KUMAR
72
front office manages the telephone system of the hotel. This section is
responsible for maintaining the individual mater bills of the guest. This
section handles all incoming and outgoing local calls, trunk call etc.
Both for guest and hotel arrangement. The co-ordination and
interrelation is possible when the telephone is there. Telephone
exchange is normally located near the reception because of the very
close relationship that used by the hotels, one in PBX .
Log Book
Complaint Register
72
TRAVEL DESK:
72
on
reservations
inquires,
room
booking,
72
FRONT OFFIVE SUPERVISOR: Check the statistical data based on room revenue and occupancy.
Prepare the budget.
Prepare monthly statistical with regard to complimentary room.
Submits a monthly report to the Ministry of tourism.
Ensure all the staff reports on time with proper grooming.
Brief the staff to ensure maximum efficiency.
Offering a personalized service to the VIPs and to regular
customer.
Check that proper room position is calculated and is sent to the
reservation section.
Check and sign the log boo and take follow up action.
Check reservation for the day and arrivals for the day.
Ensure no room keys are missing.
Train the staff on existing or new policy and progressive paid
down by th management.
COMPILED BY: AMIT KUMAR
72
FUNCTIONS OF RESERVATIONISTS: Courtesy and promptly handle all reservations on phone, by mail
and telex etc.
Update the reservations record in order to have updated and
inventory of room availability.
To type out advance reservations slips and mending reservations
rack and correspondence files.
Carry out amendment and cancellation accurately.
Keep availability Status Chart updated.
Check reservation inquiry.
Safe guard against people who make a reservation but do not
arrive.
Support to the F.O. management efforts to attain a full house.
FUNCTIONS OF RECEPTIONIST
Be informed on daily status of rooms.
Have detailed information regarding arrival, their room
requirement and expected departure of the day.
Check for VIPs reservations and issued VIPs amenities.
COMPILED BY: AMIT KUMAR
72
72
72
FUNCTIONS OF CASHIER: He is to receive payment from the guest in settlement of their bills
and issue receipts.
Posting the roughness into the individual skills.
Looking after the deposited lockers.
Operate the accounting machine and be responsible for all
posting.
Give changes to the customers, in cash foreign exchange except
non- cash payment.
Mending the records and reports specified by the management.
Note telephone meter reading in guest folio.
Render account through case envelop of the end of the shifts.
72
72
INTRODUCTION
In a residential establishment like hotel, hostel etc, the basic
requirement of the quests is accommodation. Accommodation means
the facility needed for sleeping and living.
Introduction to house keeping department is nothing but to introduce a
major department of a hotel, which deals really in running whole
hospitality industry. It is highly labour intensive department. It creates
an environment which gives the sense Home Away From Home for
the guest who comes. This department runs with highest degree of
efficiency.
Its true that it is non revenue producing department but having an
important place in sale of each department of hotel. It is an extension
of basic house keeping multiplied into commercial proportion.
Therefore just as we enjoy keeping a sparkling department takes pride
in keeping the hotel clean and comfortable. House keeping means To
COMPILED BY: AMIT KUMAR
72
IMPORTANCE OF HOUSE KEEPPING:House keeping means keeping clean not only on self but ones
surroundings. Housekeeping is one of the worlds ancient and
honoured occupations. Its has been exercised by every nation is every
latitude. Since the time immemorial, yet cleanliness is still a
catchword and slogan of today as one can be pleased in dirty
surroundings, particularly in a hotel where people pay for a shorter
time.
Therefore cleanliness is must in a hotel. Although cleanliness entails a
constant reputation day today and seems dull and boring. To some
extent this is true obvious 11 of course do you wash yourself
COMPILED BY: AMIT KUMAR
72
72
UNIFORM ROOM: -
72
TAILORS ROOM: -This room is kept for the house tailors who
attend to the stitching and mending work of linen and uniforms. If the
house policy is to contact out all tailoring a mending. Works the tailor
room could be avoided. The tailor works is also contracted out.
This should be a
smaller space away from through far. Secure, cool and dry with a
cupboard to store all guests articles that are lost and may be claimed
later.
COMPILED BY: AMIT KUMAR
72
72
FOOD AND BEVERAGES: Food and beverages outlets come in public area. The cleaning of
these public areas is the responsibility of house keeping
department.
If any function is going to be held that be is to be informed in
advance by F & B department so that any special arrangement or
through cleaning could be done.
The supply of all cleaned linen on behalf of dirties like trills; table
cloth, wiping cloths and napkin are exchanged by laundry a house
keeping department.
72
PERSONNEL DEPARTMENT: -House keeping coordination with personnel department for the recruitment of the staff,
training, salary, administration, identity card etc. For the staff.
keeping co-ordinates
HIERARCHY
Executive House Keeper
Assistant House keeper
Floor supervisor
Public supervisor
linen supervisor
control supervisor
Night supervisor
Attendants
Attendants
COMPILED BY: AMIT KUMAR
72
Uniform &
Houseman
Houseman
Houseman
Maids
72
72
with
other
department
72
72
72
72
72
WORK ON FLOOR
72
72
72
INTRODUCTIN
Food and beverages service department is that where we must
consider how to organize the service of cooking food. Which is one
part of the game? Many times it is not the food but the great show in
the service which attracts and wins the guest to your side. Hence,
prompt and courteous services should be the motto of the F & B
service staff. Food and beverages services are also known as
hospitality catering service. This is the second revenue earning
department in the hotel.
The hotel and catering or hotel and food service industry is now
becoming widely known as the hospitality industry. The industry is
usually defined by its output of products, which satisfy demand for
food drinks and accommodation, but it excludes food and drink
manufacturing and retailing.
Central to the industry is the need for operational personnel who are
generally divided into food division staff. The opportunities for
advancement in food and beverage service are many position exist
such as restaurant manager, banquet manager, station head
establishment in which one finally decides to work is available in
hotels and restaurants, catering, resident catering, transport catering
and outdoor catering, banquet manager, station head establishment in
which one finally decides to work is available in hotels and
restaurants, catering, resident catering, transport catering and outdoor
catering.
COMPILED BY: AMIT KUMAR
72
72
SECTORS: Hotels and other tourists accommodations:Purpose: - Provision of food and drink together with
accommodation
COMPILED BY: AMIT KUMAR
72
72
72
HIERARCHY
F & B Manager
Assistant F & B Manager
Room service
Banquets
Bar
Coffee shop
Manager
Manager
Manager
Restaurant
Manager
Manager
Asst. Manager
Senior Captain
Asst. Banquet
Senior Captain
Asst. Manager
Manager
Senior captain
Captain
Banquet
Captain
Senior
Sales exe
Captain
Captain
Senior Captain
Barman
Captain
Senior Steward
Steward
Steward
Sommelier
Captain
Steward
Senior Steward
senior Steward
Steward
COMPILED BY: AMIT KUMAR
72
Senior Steward
Trainees
Or Res.
Hostess
Trainees
Trainees
Steward
Trainees
Casual
72
FOOD
AND
BEVERAGAGES
PERSONNEL
Food & Beverages Manager: -The food & beverage
manager is either responsible for implementation of agreed policy or
for contributing to the setting of catering policies, the food &
beverage manager is responsible for: He ensures that required profit margins are achieved for each
food and beverages service areas in each financial period.
Updating and compiling new wire lists according to availability
of stock, current trends and customer needs.
Compiling in liaison with the kitchen, menus for various food
services areas and for special occasions.
The purchasing of all materials food and drink
Ensures that quality in relation to selling price.
Employing and dismissing staff.
Department training and promotions plus the maintenance of the
highest professional standards.
Holding regular meeting with section needs to ensure all areas are
working efficiently and well co-ordinate
72
RESTAURANT
MANAGER:
-This
person
has
overall
72
72
Restaurants: -This
72
-2
Captain
-3
Restaurant hostess -2
Senior steward
-4
Stewards
-8
72
Casablanca: -
with astonishing music which keeps you live all the time. It only
serves light snacks and some ala-carte menu from Indian, Chinese,
and continental kitchen. The bar man of the bar posses of good
knowledge of beverages and are well versed in presenting exotic and
shooters to the guest. In that bar so many cock tails from different
countries are served. There are more than150 cocktails are served.
72
Imperial: -
The Royal:
Presidential: -
Intended for events held by exclusive guests, with a capacity for 3040 people, the Presidential is all about experiencing exceptionality.
Chancery: -
72
Senate: -
Boardroom: -
72
72
72
The red copies are sending to the cashier and for accounts
department. From red copies all the details are posted to the
master bill of the guest and payment is received afterwards.
72
72
INTRODUCTION
Every hotel has revenue producing areas namely room and restaurant.
The former offers accommodations and later food and beverages for
sales. The beverages basically comes from the bar and food is
prepared in kitchen is known as food production.
The purpose of this department is to produce right quantity of food at
the same time maintaining the high standard of quality of the hotel. To
operate a trade kitchen efficiency.
COMPILED BY: AMIT KUMAR
72
72
Guard Chef
Pastry Chef
Vegetable Chef Demi
Commi-1
Chef de parties
Trainees
Commi-2
Roast Chef
Restaurant Chef
Sauce Chef
Oriental Chef
The production department of The pride hotel covers the
large area with lots of space between each kitchen. These are different
department of kitchen: Indian kitchen
Chinese kitchen
Italian kitchen
Oriental kitchen
Staff kitchen
Thai kitchen
Bakery
Main kitchen
COMPILED BY: AMIT KUMAR
72
Continental
Chinese
Bakery
Kitchen
Chef De Parties
Chef De Parties
Cnef De Parties
Bakery
Chef
Chef De Parties
Commis
Commis
Commis
Commis
Commis
Trainees
Trainees
Trainees
Trainees
Trainees
72
72
Flow of Activity: Whenever the guest orders for any dish the KO.T is prepared.
It is prepared in triplicate.
COMPILED BY: AMIT KUMAR
72
and place it over the pickup counter where the food (fully
prepares with garnish) is placed under the heat so that if the
steward takes more time. So collect it, the food remains hot.
The copy of K.O.T. is maintained sagely. By the help of this the
FORMS AND FORMATS ARE USED: 1. Store Requisition Book: -This book is maintained to obtain
raw material from the store. It has details like items, etc. This is
made in duplicate: 1st copy to store.
72
72
72
72
72
HERARCHY:Purchase Manager
Purchase Supervisor
Store keeper
72
5)
72
72
72
Electricians
STAFF ORGANIZATIONS: Chief Engineer: -Chief engineer is the head of the engineering
department. He has to control his staff and assign them the job. If the
job becomes more difficult for the techniques. He has to select proper
an appropriate for new machines and plan. He has no check over the
items that are to be replaced properly.
Engineering Supervisors: -Supervisors works is to supervise the
technicians and get the work done efficiently.
Technicinues: -They perform the work of repairs services fixtures
etc.
72
72
72
F & B Controller
Unit
General
Supervisor
Clerk
Financial Cashier
cash and credit transaction recorded for each resident guest. All credit
bills from various outlets such as restaurants, bar, laundry and
telephone etc are received centrally as the cashier desk. These bill
72
sales
72
Function of Control Department: Calculation of daily food cost for the hotel including the hotel
operated cafeteria and executive meal.
Checks the sale, summary sheets and checks from various
outlets.
Checks wastages in receiving store and kitchen daily bar
inventory.
To collect and go through and file all the dirty receiving for
all food and beverage item.
SECURITY
Security is primarily a protective service. It plays an important role in
hotel organizations. Most conspicuously engaged in the general
protective access control, building security, cargo protection,
COMPILED BY: AMIT KUMAR
72
Door Man
Duties & Responsibility of Door Men: Door men is the first person to greet guest
COMPILED BY: AMIT KUMAR
72
System & procedures: Checks the guest pass of employer who wishes to go out
before stipulated time.
Attendance of employees is taken by the security as soon as
they start.
Keys of certain departments are handed over to the security.
Log book is maintained.
Investigation report is maintained.
Visitor passes are issued.
The security at THE PRIDE HOTEL offers a great amount of
safety to the guest as well as saves the hotel loss due to pilferage. This
time office guard checks all the employees physically before they
COMPILED BY: AMIT KUMAR
72
leave the hotel. All their belongings are checked & only when
he is convinced that the employees has not taken anything from the
hotel. Thus he let him go.
There is a metal indicator at the door of the staff gate which goes
a Beep whenever a person carrying metal enters or goes out of
the gate.
PERSONNEL DEPARTMENT
Personnel administration may be defined as the field of management
which has to do with planning, organizing, directing,& controlling
COMPILED BY: AMIT KUMAR
72
72
Maintaining records.
Leave granting.
72
KITCHEN STEWARDING
COMPILED BY: AMIT KUMAR
72
HIERARCHAY: Supervisor
Utility Worker
Dish Washer
chinaware etc.
Running of cafeteria.
72
Forms used:
Issue register
Breakage report
Inventory
Function prospectus.
Management Information System: All the formats like log book, function prospectus K.O.T. helps as
management system.
Guest check
72
72
PROBLEMS AND SOLUTIONS:Drafting the training period certain problems were notified in the
various departments in THE PRIDE HOTEL Ahmedabad some
suggestions are also recommended to solve the problem.
FRONT OFFICE: Problem 1: -There is a very small luggage room for bell desk which
creates problem at the time o f group checking and in delay flights.
Solution: -There should more space provided to bell desk section so
that they can handle luggage properly.
Problem 2: -Very less space in lobby. There is very less space in
lobby for sitting and standing sofas are also few.
Solution: -lobby can be increased, there is some place outside the
lobby, it can be converted into the lobby.
More sofas should be placed in the lobby area.
Problem 3: -Shorted of bell boys during peak hours.
There is only one boy per shift at the bell. In the peak hours, if
that bell boys goes to the room then the counter is left with no staff.
Solution: -At least 2 more bell boys should be appointed at the bell
desk. The bell desk staff should be increased during peak season (May
& June).
72
HOUSE KEEPING: Problem 1: -Laundry problem and the linens dont reach on time
laundry problem in the hotel is a big issue for heavy linens. The
cleaning is done from outside & it doesnt reach on time.
Solution: -There are some places behind the linen room where the
hotel can establish a heavy and modern machine of cleaning and
pressing.
The laundry contractor should be good and chase who can give the
linen on time.
Problem 2: -Less space & ventilations in the linen and uniform
rooms not enough space is there for storing of uniform and linens and
COMPILED BY: AMIT KUMAR
72
72
72
F & B PRODUCTIONS: Problem 1: -Less space in Indian kitchen. There is very less space in
Indian kitchen and the hot range is also close that there is no place for
movement.
Solution: -Kitchen area should be extended and other spaces areas
should be taken into use. Hear Chinese kitchen some small area is
there, if possible pantry cab be shifted there and pantry area can be
used.
Problem 2: -Less ventilation in the kitchen. There is no proper
ventilation in the kitchen. Ventilation pipe works so slowly. Many
times it doesnt works.
72
72
STORES: Problem 1: - They should have adequate racks to store the raw
materials.
Solution: -Rack should be provided to the store department security.
Problem 2: - In the hotel there should have store for the storage of
perishable goods. Due to this there is a lot of chance of getting
perishable items spoiled.
COMPILED BY: AMIT KUMAR
72
KITCHEN STEWARDING: Problem 1: -Walk INS is cleared only once in fortnight, which leaves
it mercy till then.
Problem 2: -The ventilation duets above the burner and not
maintained or cleared regularly which results is not observed properly.
Solution: -Walk INS to be cleanse once a week for better cleanness.
The night shift staff should clean it once in a week.
SECURITY: Problem 1: -The security personnel sue not thoroughly checks all the
staff are going out after his work which leads to pilferage.
Solution: -The security personnel should check each and every staff
going out.
Problem 2: - There is less no of security staff due to which here are
some cases of skipping of luggage or as well as hotel amenities.
COMPILED BY: AMIT KUMAR
72
ACCOUNTS & FINANCE: Problem 1: -Lack of staff, due to which creates the problems to the
hotel staff.
Solution: -Sufficient staff should be provided.
Problem 2: -Not maintain the records properly the department due to
which does not able to compare the previous year sills with present
year.
Solution: -The records should be properly maintained & every work
should be done in proper time.
SALES & MARKETING: Problem 1: -This department is not co-ordinating with other
departments due to which the hotel should not lead in better position.
Solution: -Sales & Marketing department should co-ordinate with
other department to make the sales promotions. That will lead to a
hotel in a better position & maximum revenue can be earned.
Problem 2: -The sales & Marketing executives are not punctual and
responsible about work.
Solution: -The sales and marketing departed should be punctual and
responsible about the work.
COMPILED BY: AMIT KUMAR
72
72
CONCLUSION
Hotels are moulded in such a way so that they are capable of
taking care of the numerous desires and requirement of the
people.
The
product
which
the
hotel
market
namely
72
Special
Emphasis
is
given
On
the
THE
DEPARTMENT
COVERED
72
UNDER
Sales & Marketing: -It is the department who decide the market
strategies to increase the hotel sales. It is also responsible for building
the external image of the hotel and its service in the outside world.
This department mainly deals with getting customer and booing for
the hotel and thus earns money. And efficient sales force can shoot up
the profit of the hotel.
COMPILED BY: AMIT KUMAR
72
72
72
BIBLIOGRAPHY
Front Office Manual
Sudhir Andrews
Sudhir Andrews
Hotel Economics
P.M. Mathews
Pushpinder S.Gil
72
Tourism Marketing
S.M. Jha
Tourism Management
R.K. Malhotra
(A Global Prospective)
Encyclopaedia of Hotel
Management & Tourism
Hotelier & Caterier
72