Você está na página 1de 134

About the Pride Hotel

Ahmedabad

The pride group of hotels exemplifies a luxurious brand of


hospitality.
With 2 business hotels, 2 resorts, 5 luxury hotels and
Some more expansion plans in its repertoire,
The Pride Group is all set to ace that art of offering opulent
services.

Pride means business but business is not just about a rigid


exchange.
Its about warm and enduring associations.
The conference and banquet facilities of
The Pride Group offer the magnificent space to spur your
discussions,
negotiations and gatherings.

The contemporary conference and banquet features such as


catering services, technology and open air or enclosed
corporate
settings endow your events with
the pomp and the efficiency that they deserve.
Leave the worries about banqueting to us and fill the halls
at
COMPILED BY: AMIT KUMAR

72

The Pride Group of hotels with the beating of your


heart.

Herald your arrival and prolong your departure.


Make your event an unforgettable
masterpiece of extravagance and splendour.

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.:-

COMPILED BY: AMIT KUMAR

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

THE PRIDE HOTEL a unit of Gujarat tourism


development Co-operation ltd. Judges Bungalow road Ahmedabad. It
is 15 K.M. away from railway station and 30 K.M. from airport. The
entire department is well maintained and their hotel enjoys good
business through but the year.
Housekeeping as the name signifies keeps the hotel neat and
clean. They make the guest feel House Away From Home. F and B
Production department is responsible for preparing all the food items.
The food prepared by the F and B service department. The front office
department is associated with welcoming the guests.

They account for the maximum business in a hotel. The


security department taken care of the over all discipline maintained in
the hotel. The Engineering department is responsible for all the repair
works.
The account and finance department gives the report whether the
hotel is running in profit and loss. Purchase department indents all the
items from the vendors once the hotel is received. The stores keep the
items purchased in proper place. The function of personal department
is concerned with the managerial an operative functions. The kitchen
stewarding ensures that the F and B production and F and B service
department get their cutleries and utensil in item. The sales and
marketing department increase the revenue indirectly through
publicity and advertisement.
COMPILED BY: AMIT KUMAR

72

During the study of various useful information or datas,


various problems faced by the various departments. These problems
were identified and their solutions are discussed to overcome the
problems.
The study conducted enable to compile the project report, which
could meet the objectives of study.

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

COMPILED BY: AMIT KUMAR

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.

TOURIST:- tourist travel from one place to another with


various intensions like religion, business exploration and pleasure and
tourism dominates the whole world.

COMPILED BY: AMIT KUMAR

72

Tourism plays the major factor in the economy and raises


the standard of the living of the people.

IMPORTANCE OF TOURISM: - tourism has gained


importance and the farthest growing industry of the world. The vital
role of tourism plays in earning the foreign exchange, providing
employments, yielding tax revenues and promoting industries in the
industrially backward regions. There are a member of motives behind
the travel of people from one place to another like speeding up the
Learning cycle, cultural, exchange, gaining, pleasure, ethnic and heal
the considerations, spiritual and religious factors sports etc. By
tourism one can have a better knowledge of other country.

Its culture and different things

Temporary movement of people

Pleasure Activity

Totality of the relationship component


Industry

Multi-Segment

Tourism is a phenomenon of modern times. From a simple travel


of yester year phenomenon today has become very complex activity
uncompressing a wide range of relationship simply defined.
COMPILED BY: AMIT KUMAR

72

Tourism does not exit in insulation; it has certain


components without which it can not operate. In order to understand
tourism systematically it is necessary to know the various components
which together make tourism.

There are three basic components: Transports


Location
Accommodation

DEVELOPMENT OF TOURISM IN INDIA: -The first step


towards the development of tourism in India was brought forward
way in 1945, in 1948, after the attainment f independence, the first
step was constitution of an ad hoc tourist traffic committee in march
1958, a separate tourism department was created in the Ministry of
transport at deal with all matters concerning tourism. In 1966, the
Indian Tourism Developing Corporation (ITDC) was formed. India
with its diversities and rashness provides an unlimited potential to the
tourism in India to variety of language culture, food and hospitality of
the Indian people fascinates the tourist from all over the world get
understanding the diversity there is a fundamental sound of unity.
COMPILED BY: AMIT KUMAR

72

Which welds people into racial mosaic is a unity. This is the


legacy of India that is the proud of heritage of every Indian.
Without tourism, hotel industry cant survive and without hotel
industry or accommodation, tourism cant form. These are dependent
of each other. We can say that if there is n hotel, there will be o
tourism. Means NO Hotel, No Tourism.

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

COMPILED BY: AMIT KUMAR

72

type of accommodation available. The industries are perhaps


one of the oldest commercial endeavours in the world
.
The hotel industry is perhaps one of the oldest industries which traces
back the 6th Century. The early day there was the Inns which was
invented by husband and wife who provided halls for travellers to
sleep which providing food and drink.
After industrial revolution travel become much more popular and
people started demanding better facilities, as they were willing to pay.
People started travelling for purpose of service and leisure etc. So
there was a need for much guidance and improved services. The
hotels are an inn which is defined by British laws in place where a
benefited fare less can received food and shelter and he is in a
position to play or it is in a fit condition to be received.
The hotel provide the customer with a home away from home
atmosphere hotels are classified a basis of location, number of rooms,
type of clientele, length of the guest stay, facilities that it offers.

A. Based on location: Down Town Hotel: - Mainly downtown hotels are


situated in the heart of the city. These types of hotels are
tamed as business or commercial hotel also.
Suburban Hotels: - These hotels are situated away
from the city. It can easily exceed from the city.
COMPILED BY: AMIT KUMAR

72

Resorts Hotels: - These are usually found in


hilly areas or near research. The report are usually little from
city.
Motels: - These are situated beside the highway, usually
guests are motorist travellers.
Transit: - These are hotels situated at the airport of the
particular city. The guest usually stays for around 8 hours.
Floatels: - Floatel are vessels which are converted into
hotels which float in the water. It includes restaurant,

Swimming pool, Discotheque, Bar, Indoor game and other


entertainment.

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.

COMPILED BY: AMIT KUMAR

72

C.

BASED ON OCCUPANCY

In these types of hotels, star categories are done by giving or offering


the amenities to the guest.
*
*
*
*
*

*
*

*
*

50% to 55% amenities.


55% to 60%

60% to 65%

65% to 70%

70% and above

*
*

D. BASED ON NUMBER OF ROOMS:

-The hotels can be classified according to the no. of rooms.


They are
Small

below 25 Rooms

Medium

25 to 100 Rooms

Large

100 to 300 Rooms

Very large Above 300 Rooms

ACCORDING TO TYPE OF PLAN


The hotel can be classified according to the type of plan also:
COMPILED BY: AMIT KUMAR

72

European Plan:

Bed Charges + Morning Tea

Continental Plan:

Bed

Charges

Morning

Tea

Continental Breakfast.
Bermuda Plan:

Bed Charges + Morning Tea + Breakfast

+ AM B.fast
American Plan:

Bed Charges + Morning Tea + Breakfast +


Lunch + Evening tea + Dinner.

Modified American Plan:

Bed Charges + Morning Tea + Breakfast

+ Lunch/Dinner + Evening tea.

ACCORDING TO THE TYPE OF


CUSTOMER
The hotel can be classified by the type of customer. Family hotels,
Group hotels, Commercial hotels.

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

PROJECT DESIGN
SCOPE: -

This study is confirmed top the operational aspects

and systems and procedures followed by the different dept of the


THE PRIDE HOTEL on Judges Bungalow Road.

OBJECTIVES: To study the manpower requirement.


To study the operational aspects on the hotel.
To study the value and regulation followed by 3 star hotels.
To know the working condition in the industry.
To collect the information about the management.
To study the problem during the operation.
The study and learn the problem faced by each department
and give the solution.
COMPILED BY: AMIT KUMAR

72

METHODOLOGY: -This

project is based on the

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

primary data required for this

project has seen collected by me during my training period from the


staff members and through work experience.

SECONDARY DATA: -The secondary data was collected


from the brochures, packages, books, journals, and magazines and
from advertisement by the hotel.

LIMITATIONS: Due to ignorance of staff regarding certain inquiries.


Some of the staff members could not produce the information
required due to fear.
Lack of support provided by the staff member of the hotel .
The complete detail data was not possible due to thrower
period of training.
Due to the management policies they did not disclosed certain
data to everyone.
Staff taken trainees as a extra working hand to work in back
area are not interred in teaching them.
COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

PROFILE OF THE HOTEL


THE PRIDE HOTEL AT A GLANCE
HOTEL:-THE PRIDE HOTEL AHMEDABAD
CATEGORY: -

FIVE STAR DELUX

ADDRESS: -

Judges Bungalow Road


Off. S.G Road Ahmedabad
PIN - 380054

TELEPHONE: -

079-30115566

COMPILED BY: AMIT KUMAR

72

E-MAIL:-

banquets.ahmd@pridehotel.com

FACILITIES PROVIDED
Fancy

fair

Restaurant:

Multi

Cuisine

restaurant.

Open House: - 24 Hours coffee shop for light


shacks

Captains Cabin (BAR):- Facing Bang town,


serves Indian and foreign brands.
(Casablanca Restaurants)

Laundry service- 24hrs.


Gift Shop.
Car Rental.
COMPILED BY: AMIT KUMAR

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.

COMPILED BY: AMIT KUMAR

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.

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

Front Office
House Keeping
F & B service
F & B Production

COMPILED BY: AMIT KUMAR

72

The accommodation sector in a hotel is considered very important as


it is concerned with the hotel rooms and the service of the guest to
make their stay a pleasant and memorable one.

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

Front office is responsible for the sale of the room through


systematic method of reservation, assigning by registration to the
costumers. This is also termed as house of all information. Front
office is also responsible for greeting guest, managing rooms and
handling complaints. Many members of the hotel staff wok behind the
scenes and rarely if ever, have any personal contact with guests. In
contrast the front office staffs perform its job before the public like
actors on the stage.
The front office in a hotel hold the prime importance in view of the
basic nature of business of a hotel i.e. to sell room revenues collected
for the sale of the room is very high.
A room is termed a sold for the day when a guest leaves for the
rooms for the stay in the hotel. It has complementary role of image
which is the first and last point of contact for every guest. If one loss
at each component of a front office role one could have a better

Perceptions of this department, smaller hotels are satisfied to call it


simple hotel reception.
There is a different section in the front office which is considered less
than one to give their best result. Front office is responsible for
management for a hotel.
The front office is reception is placed in front of the main entrance
where guests first communication with hotel takes place.
COMPILED BY: AMIT KUMAR

72

The success of the hotel depends on the increased sale of the


rooms and restaurant for which hotels requires well trained front
officials. The personal should have a quick smile on their face and se
polite with the guest. A smile brings has face and be polite with the
guest. A smile brings us from mortar and brig to hospitality and
friendship. Anybody ca sell rooms but front office sells hospitality.
Room tariff i.e. rate charged per room is computerized of a revenue
day which begins at noon at particular day and end at 1:00 has it
means the hotel day is 12 noon to 12 noon of the next day.
The next day in other words the rooms are tried for a revenue day
which is between noon and noon. A room may be sold for a half a day
as well for which special rates are applicable such rates are referred to
a half day rates.

FRONT OFFICE DEPARTMENT OF THE


PRIDE HOTEL
The front office of this hotel is situated in the ground floor and at
front of the hotel. The front office is divided into fire sections
according to the nature of functions. The work is carried out here in
three shifts. The front office manager is the head of the department
COMPILED BY: AMIT KUMAR

72

and sup and co-ordinates all activities done by the Front


Office Staff. The telephone department is located just behind the
Front Office so as to maintain good co-ordination among both
departments, as they are interrelated.

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

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

RECEPTION OF HOTEL
Front Office Manager
Assistant F.O. Manager
Steno
Night Auditor

F.O. Supervisor

Reservation Reception
Mgr.

Information Bell Desk

Telephone Telex

Sr.

Cash & Bills

Sr.
Sr.

Lobby

Sr.

Bell Captain

Cashier

Reservationists Receptionists

Informationist

Telephone Operator
Junior
GRE

Jr.

Informationist

Telephone Operator

Reservationists Receptionist

COMPILED BY: AMIT KUMAR

72

Bell Boys

Bill Clerk

DIFFERENT SECTION OF FRONT OFFICE


A. RESERVATION: The reservation section the front office is very important section
because here all the request of the reservation, cancellation or
amendment is reserved and processed.
Guest rooms are hotels most perishable goods. A room not sold
today is lost for ever. A room not sold in money not earned for the
hotel. So, F.O. is responsible to receive and process the entire
reservation request because 60-80% of the rooms sales take place
through reservation.
This can be varying from hotel to hotel, which consist of following
information:-

Name of the prospective guest


Arrival, date and time.
Address of the guest
Time of arrival and departure
Booked by
COMPILED BY: AMIT KUMAR

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: -

THE RESERVATION PROCESS

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

COMPILED BY: AMIT KUMAR

72

Reservation is a major revenue earning


department for a hotel.

B.

RECEPTION

It is second important sub-department of the front office in this


section. Reception is responsible for receiving guest with warmth
and smile. The way in which a receptionist present himself or his
management to the prospective guest or outside world, and in which
he claims of the people around, is an art based on experience and
personal qualification. Remember that guest who frequent or repent
their visit to a particular hotel, the receptionist tries its best to serve
them by sincerely and honestly. The reception section is responsible
for registration of the guest most hotels insists on the guest
registration himself in the GRL for a legal support.

In case of crew check in, at the time of


registering the guest, the crew check in
sheet is also filled up.
In case, of registering VIP guests, preregistering is done.
The

receptionist

carriers

change procedure.
COMPILED BY: AMIT KUMAR

72

out

room

Discrepancy report is also prepared


by

the

receptionist,

registers

are

also

various

files

maintained

at

and
the

reception
Arrivals

and

departures

register

is

maintained for the accurate record.


Red book is maintained for all the block
listed guest and undesirable element.
Log book is maintained for the important
instructions and messages. All the staffs have to
go through the log book before commencing the
staff.
First the receptionist asks the guest for what
type of room; how many days of stay and for
how many persons. Then the receptionist gives
the registration card to the guest and asks for
filling up the card. After filling the room no. Is
assigned to the guest.
C.

INFORMATION: -

COMPILED BY: AMIT KUMAR

72

This section forms a vital part of the front office. This


section is responsible for providing the guest, various information
required by guest. The information includes the data regarding the
hotel facilities about the locality about various recreational facilities
proceeded in the city etc. The information dictions are responsible
for maintaining alphabetical index racks. Handling of guests mail as
well as insured letters, persons, messenger etc. Are taken by this
section of the front office. Paging of the guest in the hotel is
conducted by this section with the assistance of bell desk/key
handling is the responsibility of the information section.
The information section is work for guest as a guide. Some of the
aids maintained at the information sections are as follows:
Message Slips
Where about slips
City Guide
Travel & Tour Guide
Telephone directory
Airline/Railway/Bus Time Tables
Pamphlets and folders brought out by the tourism
department.

COMPILED BY: AMIT KUMAR

72

In my project hotel, there is a senior informationist and one


junior informationist for morning and one senior and one junior
informationist for evening.

LOBBY:

Lobby is an area furnished with seating arrangement

and is a meeting place whether resident or not, local immediately upon


entry into the hotel building.
The front office is attached to the lobby. It is first and last contact area.
It is very attractive and good to look. The lobby is situated in the heart
of all co-ordination between guest and hotel service. The lobby desk is
managed by lobby manager who represents.
GRE also carries under lobby staff. In my projected hotel, a young,
smart man parted as G.R.E. is located the lobby to handle in house
public relation with guests. He is responsible for receiving VIPS and
attending to any co-ordination aspects regarding them.

CASH & BILLS: - Responsible for maintaining of the guest


bills and the submissing of the guest folio to the guest during their
check out. Also responsible for foreign exchange. Cashier role is to
post all guest charges and credits on the master bills so as to present
the same, duly totalled for payment at the time of guest departure.
A front office cashier is positioned beside the front office reception,
most preferable in a cage in view of cash stored with him. Front office
cashier post all guest folios accurately in time so that he/she gets
enough time for getting the bills before departure of the guest. In my
COMPILED BY: AMIT KUMAR

72

projected hotel one senior cashier for morning and evening


and one junior cashier and small clerk for evening & morning.

BELL DESK: - Baggage handling of a guest during their stay


and during their check out is taken care by the bell desk. Bell desk
assist the information section for conducting paging. This section is
responsible for the sale of stationary. Postage, Stamps etc. The
distribution of news paper to the guest rooms and to the various
department of a hotel is handled by bell desk. Members of their team
would have to be well groomed. Socially confident, physically strong,
clear in communications as they are in constant contact with the guest.
The bell desk carries out all errands of the guest as well as the
departments.
In my projected hotel there are 3 bell captains and 6 bell boys are
there for handling the bell desk section. It is just side of main entrance
in lobby.
Various registers maintained at THE PRIDE HOTEL they are:

Left luggage register

C- form register

Newspaper register

Stationary register
COMPILED BY: AMIT KUMAR

72

TELEPHONE AND TALEX:

- This section of the

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 .

VARIOUS REGISTERS MAINTAINED HERE ARE:

Wake up call register

Log Book

Complaint Register

Handling Over register

Staff calls register

It is therefore, a paramount importance for all telephone operators to


promptly voice, the tone of which indicates courtesy, patience and
cheerfulness.

COMPILED BY: AMIT KUMAR

72

TRAVEL DESK:

- in the lobby, the travel counter is

situated. It is near the entrance. The presence of the travel counter is


very helpful for the guest as also for tourist purpose of travel counter
is that to arrange the tour for the guest.
If a guest desires to travel immediately, he can contact at travel
counter in charge will confirm the ticket for travel.
The other functions are to confirm the tickets of the travel guests if a
guest r foreigner had not confirmed the ticket, he will confirm.
The next functions are to tell the time table about Railways, Airways
and Buses to the guest. The travel counter gets the extra charge about
the facilities because it is his own headache. The guest will pay for it
and can get these facilities.

NIGHT AUDITOR: - the night auditor compresses and audit all


revenue transactions and recognize the renew statement of all outlet
with the front office.

FUNCTIONS OF FRONT OFFICE STAFF


FRONT OFFECE MANAGER
To be the head of department the front office manager includes
the lobby manager, the reception, the bell desk, etc. He also takes
the full charge of the informations and reservations desk.

COMPILED BY: AMIT KUMAR

72

To ensure smooth running of the department, the front


office manager see that they are in proper up keep. He must also
ensure that the duties of the staff are carried out efficiently.
To ensure the smooth, efficient and proclaimed service is given to
the guest by F/O Staff.
The front office manager prepares duty renters, weekly off and
sections the leaves of the staff.
The front office manager checks the functioning of various record
intimation arrival list etc.
At the time of expected group arrivals or VIP animals to interact
the staff.
The front office managers deals with the front office
correspondents

on

reservations

inquires,

room

booking,

confirmation of booking, discounts given to the companies etc;


inter departmental co-operation.
The front office manager deals with the grievances of the staff as
well as the guests.
The front office manager is responsible for making decisions
times of unusual events.

COMPILED BY: AMIT KUMAR

72

The front office manager is responsible for updating the


methods and technologies used in the front office as head and
when there is a progress.

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

Check whether the requests of a guest are deal properly.

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

Prepare all the records connected with pre-registration of


VIPs old or aged people etc.
Handle group registration as per laid down procedure.
To maintain satisfactory par stock of all stationary.
To open out the guest folio without any delay or transfer it to the
front office cashier.
Maintain room rates absolutely current and update.
Give all departure details to house keeping promptly.
Prepare discrepancy report and ensure the proper distribution of
guest rooms.

FUNCTION OF LOBBY STAFF: Maintain guest rack serial wise.


Receive message for guest on telephone or personally.
Handle guest mail/cells/telegrams.
Handle guest package/registered/insured mail.
Handle paging.
Providing information to the guest.
Through proper knowledge of facilities offered in the hotel.
COMPILED BY: AMIT KUMAR

72

In my projected hotel there is a senior informationist and


one junior informationist for morning and one senior and one
junior informationist for evening staff.

FUNCTIONS OF LOBBY STAFF: To prepare lobby attendance control sheet.


To attend guest complaints.
Handle guest languages on arrival and departure.
To handle the postage, stamps, stationary and newspaper to the
guest.
To provide the medicine and doctor on emergency to the guest.
Distribute the newspaper to the guest.
Care about scanty baggage and left baggage.
To prepare and check the room; discrepancy report.

FUNCTIONS OF BELL DESK: Handling the luggage at arrival a departure time.


Running errands (small jobs).
Sale of postage stamps, stationary etc.
Distribution of morning news paper to the guest room.
COMPILED BY: AMIT KUMAR

72

In my project hotel there is a bell captain and three bell


boys are there for handling the bell desk section. It is just near to
the reception in that hotel.

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.

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

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

Keep the House if we elaborate it, it means to keep the whole


establishment physically well clean and tried to maintain the aesthetic
purity of the department. It is not supervising that this traditional to
extent to hotel as well as where the house keeping is in most cases.
The concept of house keeping is simplicity but one consider
maintaining house a several under room and numerous public area.
The task becomes gigantic. It takes a well organized approach and
technical understanding to enable house keeping coping with the
volume of work. It is a highly labour intensive department. It creates
an environment which gives the sense House Away From Home
for the guest who comes.

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

everyday. Do you find this process boring or refreshing. Dirty


body, dirty surroundings, and lazy mind all go together. They are
scored by all right thinking people.
As both refreshes body, similarly cleanliness radiates cheer and
provide a safe less to sit and work, no room is going to be sold unless
its not perfectly clean. House keeping creates an important part in
selling of room checks the cleanness of both inner and outer surface
and set the standard of cleanliness.

HOUSE KEEPING DEPARTMENT


OF
THE PRIDE HOTEL
Existing H.K. Dept of The pride hotel
The main house keeping dept. Is on the first floor of the hotel. It is
further divided into four parts. There are four supervisors, one of each
part. All those four supervisors are headed by the supervisors of the
house keeping department. The The pride hotel hotel has a very
efficient staff the house keeping department maintains a good coordination with other departments of the hotel.

SUB DEPARTMENTS OF HOUSE KEEPING


DEPARTMENT
COMPILED BY: AMIT KUMAR

72

DESK CONTROL ROOM: - this is the main


communication centre of the house keeping department. It is from
here that all information is sent out and received concerning the
department. It is the nerve centre co-ordination with F.O, Banquet etc.
The desk control room should have a desk and a chair with preferably,
more than one telephone. It should have a large notice board to pin up
staff schedule, day today instruction or any relevant information etc.
The desk control room is a point where all staff report for their duty
and check out the duty end. It would normally adjoin the executive
house keepers office.

LINEN ROOM: - this is the room where current linen is stored


for issue and receipt. The room should be large airy free from heat and
humidity. It should have adequate shelves easily accessible. To stock
all linen, It should be secure and after no possibilities of pilferage.
The linen room should have a counter across which is an exchange of
linen take place. The room should be preferably adjoining by the
laundry so that the supply of linen to and from laundry is quick and
smooth. Only authorized personnel working in the linen room should
be permitted to enter it.

UNIFORM ROOM: -

this room stocks the uniform in current

use. It is possible that smaller hotels may choose combined the


uniform room. A separate uniform readily depends upon the volume of
uniform in circulations. The only difference between that the uniform
COMPILED BY: AMIT KUMAR

72

room would gave adequate hanging facilities. As many


uniforms are best maintained when hang.

LINEN UNIFORM STORE: - This room stores the stock of


new linen cloth material for uniforms etc. The stock maintained
should be enough to replenish the hotel once over.
However, there stocks are only touched when. The current linen in
circulated falls short due to damages or lost.
The room should be cool and dry. It should be provided with shelves
and racks to the store all linen and uniforms. Larger hotels have
enough space for an independent uniform store in addition to a linen
store.

LAUNDRY: - here it is important to know that holiday home is not


running its own private laundry means it is not having its own laundry.
This work is contracted out.

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.

LOST AND FOUND SECTIONS: -

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

FLOOR PANTRIES: - Each guest floor most has floor


pantry to keep a supply of linen, guest supplies and cleaning supply
for the cloths. It is the nerve centre for the floor.
The floor pantry should have one complete set of linen for that a floor
over and above what is in circulation in the room. The pantry should
be away from guest view and situated at the service landing near the
service elevators. It should have shelves and compose to stock all
linen and supplies.

HEAVY EQUIPMENT STORES: - This will be a room to


store bulky such as vacuums cleaner, shampoo, machines, ladder for
chandeliers or window cleaning etc. The room should be clean and
dry. It should also be securely loved to avoid stealing or pilferage by
other department
.

CO-ORDINATION WITH OTHER


DEPARTMENT
FRONT OFFICE: Daily occupancy report is send by front office to house keeping
desk and course the house keeping room standard report is also
send by the house keeping department to the front office, so that
standard of room could be arranged from vacant dirty to vacant
clean.
COMPILED BY: AMIT KUMAR

72

A maintenance structure of room is also maintained in


house keeping reports which change the standard of room from
under maintenance to vacant clean.
If there is any discrepancy between both departments e.g. if
housekeeping report is showing a particular room occupied and
front office showing that room checkout. It can be cleared in
between the relationship of both the department.
In case of VIP arrival, it is informed by front office department to
house keeping in advance so that any special arrangement like
flower arrangement could be done.

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.

COMPILED BY: AMIT KUMAR

72

PERSONNEL DEPARTMENT: -House keeping coordination with personnel department for the recruitment of the staff,
training, salary, administration, identity card etc. For the staff.

PURCHASE DEPARTMENT: -House

keeping co-ordinates

with engineering department for the maintenance of furniture, fixture


and plumbing system etc. Daily maintenance report of rooms is sent to
the maintenance department at the end of every shift so that any
maintenance if required could be completed.
The house keeping department with its compliments of chamber
mates, laundry mates, linen keeper, floor porter and part time cleaner,
under the supervision of house keeper and her assistants.

HIERARCHY
Executive House Keeper
Assistant House keeper
Floor supervisor

Public supervisor

linen supervisor

Floor room supervisor Desk

control supervisor
Night supervisor
Attendants

Public Area Boy


Attendants

Attendants
COMPILED BY: AMIT KUMAR

72

Uniform &

Houseman

Houseman

Houseman
Maids

DUTIES AND RESPONSIBILITIES


OF
EXECUTIVE HOUSE KEEPER
Directly reports to the area manager.
Responsible for keys of the department.
Completion of duty worker, ways sheet etc.
Checking for cleanliness of officer.
Engagement, dismissal and welfare of staff.
Dealing with lost property.
Keeping inventories and record of the
equipments.

COMPILED BY: AMIT KUMAR

72

Control and supervisions of the work of


laundry and room.
Checking for room occupancy list, checking of
all maintenance.
Making a budget for the stock of line, guest
supplies etc. Whenever required.
Co-ordinates with other departments.
Attends all the departments heads meeting.
Daily brief the supervisor and other staff .

DUTIES AND RESPONSIBLITIES


OF
ASSISTANT HOUSEKEEPER
Directly report to the executive house keeper.
Take care of the cleaning schedules.
Checks incoming supply of items. Store in the linen and
uniform room and keeping stores.
My projected hotel The pride hotel has one assistant house
keeper for each shift. He manages the resources given by the
executive house keeper to achieve the common objective of
COMPILED BY: AMIT KUMAR

72

cleanliness maintenance and attractiveness is a given shift. His


accountability ends on the completion of his shift.

FUNCTIONS OF HOUSE KEEPIN DEPARTMENT


IN

THE PRIDE HOTEL


Cleaning of rooms.
Cleaning of public areas.
Removing the soiled linen and stationary to all
other departments.
Issuing uniforms, linen and stationary to all
other department.
Checks for lost and found in departure room.
Co-ordinating

with

other

department

especially front office regarding the clearance


of departure room.
Preparing the room report.
Maintaining the garden and pots in the hotel.
Dealing with guest complaints and requests.
COMPILED BY: AMIT KUMAR

72

Checking for cleanliness of all officers,


luggage, guest and staff rooms.
Co-ordinating with engineer for any faults in
public area and rooms.
Keeping inventories and record of equipments
an decoration and other relevant details of the
department.

WEEKLY CLEANING PROCEDURE: Polishing Glassware


Scrubbing of bathroom tiles
Pest control
Laundry at all curtains
Scrubbing sheer curtains
Cycling potted plants with nursery
Sanitary control
Carpet shampoo
COMPILED BY: AMIT KUMAR

72

TYPES OF REGISTER AND FILESMAINTAINED


BY THE HOUSE EEPING DEPARTMENT: -

MESSAGE REGISTER: - All the messages are taken and a


record is kept in the messages registers.

ROOM CHECK LIST: -A list is made of what all things should be


checked while cleaning a room alone with room numbers. The person
who clean the room will fill in the list of submits it to the supervisor.

ROOM LINEN CONTROL FORM: -This form is made in


triplicate form requisition of linen, one copy sent to linen room, one to
laundry and there is a copy book.

ROOM REPORT: - A report is made by house keeping at least 3


times a day to give the status of the room with the number of guests
and same to the reception.

GUEST SUPPLY CONTROL REGISTER: -This register is


maintained to keep control of guest suppliers kept in rooms. It helps in
further budgeting.

STORE REQUISITION FORM: - For any item which is


required from the store, a store requisition form is to be filled up and
should be given, to the authorized by executive house keepers.

COMPILED BY: AMIT KUMAR

72

MAINTENANCE ORDER: -A maintenance order is


prepared to control and sent to engineers to rectify any fault in the
great rooms or public areas.

F & B LINEN EXCHANGE: - This form is used for exchanging


soiled linen for fresh linen by the room and beverage outlets.

OTHER FORMS AND REGISTERS: Master Keys register


Linen room log book
Uniform stock registers
Guest suppliers log book
Uniform laundry summary
Log book
Memo book
Stationary supply registers

COMPILED BY: AMIT KUMAR

72

PAR STOCK: -Par stock is the maximum linen and


uniforms required to need the daily requirements so as to ensure
smooth operations.

IMPORTANCE: To make correct and efficient investment of capital


To ensure proper supply at all times
To help in effective budgeting
To help in effective inventory taking
To bring about manageable control
To prevent over stocking and thereby avoid chances of
spoilage during storage.

FIRST AID: -It is important for all house keeping personnel to


know about first aid, as they could be the first ones in the spot to give
immediate attention to guest and also employees.

LAUNDRY SERVICES: - The relationship between H/K is very


significant for the smooth functioning at house keeping service. The
importance of laundry is inevitable as it process soiled linen and
uniforms and supplies house keeping with clean stocks on daily basis
to maintain high standards of H/K personnel laundry to fully
understand its importance and contribution.

COMPILED BY: AMIT KUMAR

72

WORK ON FLOOR

Cleaning of a departure room.


Cleaning of bathroom.
Windows cleaning.
Cleaning of carpet and making bed etc.
Cleaning of whole corridor like however all the
corridor and clean it with a carpet brush.
Cob webbing in whole corridor with cobweb
stick.

QUALITIES OF H/K STAFF: Personal grooming


Personal hygiene
Honesty

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

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

Once again it all depends on the individuals and on the type of


catering in which one is more interested. Also there are more chances
to see the world and travel around the countries of ones choice by
land. Sea or air, in such capacities as area or group manager, air
steward, first steward, travelling on liners, public transport and soon.
In this way a wealth of experience may be gathered by seeing the
methods of food and beverage service in other countries. Management
has many responsibilities. This includes the economics of menu
casting portion control, wastage of food, customer staff relation,
labour shortages and staff training. If good relation exists between
management and staff, then problems should be pleasing to the
customer. The food services staffs play an important part in the
achievements of such good relations.
Since they are in contact with the customer and with management,
their conduct influence the running of the establishment and the
atmosphere created for the customer. A part from sales of rooms, the
hotel also sells other service like swimming pool, health club, banquet
halls, food and restaurants and other services, outlets and the liquor in
the bar.
TYPES OF FOOD AND BEVERAGES OPERATIONS: The industry provides million of meals per day in a variety of types of
operations. Theses can be sent in the standard classification (SIS). The
SIS attempts to describe the industry and it is widely used to classify

COMPILED BY: AMIT KUMAR

72

officials statistics. However these are number of hospitality


activities are described by SIS. Some of them are as follows: Catering service auxiliary to higher education
Catering service auxiliary to schools
Soup kitchens
Social and residents homes
Catering service auxiliary to educational and vocational
training not elsewhere specified.
SECTOR OF THE FOOD AND BEVERAGES SERVICE
INDUSTRY: The standard industrial classification indicates that there are many
types of food and beverage operations it also indicates that some
operations are primarily concerned with discussion of food and drink
for e.g.: - restaurants and take always where as other operations it the
provisions of food and drink is part of another business e.g.: welfare
and industrial catering.

SECTORS: Hotels and other tourists accommodations:Purpose: - Provision of food and drink together with
accommodation
COMPILED BY: AMIT KUMAR

72

Restaurants: -Including conventional, specialist, carriers,


themed and ethnic
Popular catering: - Including cafes, pizza huts, wimpy, grills
coffee shops, little chefs and steak houses.
Fast food: -E.g. MC Donalds, Burger King
Purpose: -Provision of food and drink in highly specialized
environment characterized by high investment, high labour casts
and vast customer through put.
Take away: - Indulging, ethnic, spuds, KFC, shakes, chips,
sandwich bars, kiosks.
Purpose:-Provisions of food and drink quickly.
Retails stores:-Provisions of food and drink for people on large
scale, adjust to provision of retailing.
Banqueting/ conference/ exhibitions: Purpose:-Provision of food and drink for people on large scale,
usually precooked.
Leisure attraction: -E.g. Theme parks , galleries, theatres, airline
terminals
Purpose: -Provision of food and drink for people engaged in
another leisure pursuit.
COMPILED BY: AMIT KUMAR

72

Motor way service stations: -Provisions of food together


with petrol services for motor way travellers often in isolated
locations.
Welfare: -Including hospitals, schools, colleges, universities,
forces, priors and other welfare
Industrial catering: -Either in house operations or provided by
catering contractor. Provision of food and drink for people at
work.
Licensed trade: - Including public houses, urine bars, licensed
clubs and members club
Purpose: -Provision of food and drink in environmental
dominated by licensing requirements.
Transport: -Including railways airline, marine.
Outdoor catering:-Provision of food and drink away from home.

COMPILED BY: AMIT KUMAR

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

COMPILED BY: AMIT KUMAR

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

COMPILED BY: AMIT KUMAR

72

Responsible to deputy general manager or general


manager of hotel for the well moving of his food and beverages
department.

RESTAURANT

MANAGER:

-This

person

has

overall

responsibility for the organizations and administration of particular


food and beverage service area. It is the restaurant manager who sets
the standard of service and is responsible for any staff training that
may have to be carried out on or off the job. He/She make out duty
roaster, holiday lists and hours on and off so that all the service area
run efficiently and smoothly. He is responsible to food and beverages
manager for his work.
RECEPTION HEAD WAITER: -This staff member is responsible
for accepting booking and for keeping the dairy up to date. He/She
will reserve and allocate these reservations to particular stations, the
reception head waiters greets on arrival and takes them to the table
and make them to sit. He is responsible to restaurant manager for his
work.
HEAD WAITER: -This person has overall charges of the staff and is
responsible for seeing that all the duties necessary for the preparation
for the services are effectively carried our and nothing is forgotten. He
is responsible to reception headwaiter during services and will
possible take some orders if station waiter is busy.

COMPILED BY: AMIT KUMAR

72

STATION WAITER: -The station head waiter has overall


responsibility for a team serving a set number of tables, which could
be anything from 4 to 8 pm from one side board the set of tables
under the station head waiter control is called station. He is
responsible to head waiter and reception head waiter for his work.
WAITER/SERVER:-He may do a little service of either vegetable or
sauces and also offers rolls, places plates upon the tables and so on
and helps to clean the table after each course. He is responsible to
station waiter for his work.
TRAINEE/APPRENTICE: -The trainee is he learner having just
joined the food service staff and possibly wishing to take up services
as a career. This person will keep side board well filled with
equipment and may help to fetch up and carry items as required.
FLOOR SERVICES STAFF: -Floor service staff is responsible for
the services of all meals and beverages throughout the day on each
floor to the guests. If a full floor services were in operation the staff
would consist of a head floor waiter with the appropriate number of
floors waiters. The staff would normally work from a floor pantry or
from central kitchen.
LOUNGE STAFF: - Lounge staff may deal with lounge service as
specific duty only in a first class establishment as centaur. In this
establishment lounge staffs are responsible for the service of morning
coffee, afternoon teas, aperitifs and liquors before and after both lunch
and dinner and any coffee/tea required after meals.
COMPILED BY: AMIT KUMAR

72

WINE WAITER: -The waiter is responsible for the service of


all alcoholic drink during the service of meals he must be a sales
person. He should have a through knowledge of all drinks to be
served of all best wine is going with a certain tired and of the
licensing laws in respect of all the particular establishment and area.
CASHIER: - The food and beverage cashier is responsible for the
taking of the food and beverage operation. This may include making
up bills from food and drink checks or alternating in a cafeteria for
e.g. charging customer for their selection of items and a tray.
BANQUETING STAFF: -In establishment with function catering
facilities these would normally be certain number of permanent staff.
These would include one or two banqueting managers one or two
assistant banqueting managers one or two head waiters with several
waiters. All other banqueting staff required is normally engaged on a
casual basis.
DIFFERENT OUTLETS OF F & B SERVICES: -

Restaurants: -This

multi cuisine restaurant offers the

delicacies of across the border as well as the spicy Indian authentic


food.
It is also covers set up facing AHMEDABAD view. The day brings
up the whole restaurant fresh and fills it up with enthusiastic crowd.
And as the desk amount the world it transforms into a copy romantic

COMPILED BY: AMIT KUMAR

72

scene which undoubtedly is an ideal place for romantic candle


light dinner.
The ambience created is a perfect place for families to talk over the
tables. To assist the guest to relish the cuisines, we have a brigade of
professionally trained staff equipped with serving their versatile guest
and their need. The clientele is business and leisure the menu is build
up as a- la- carte and the outlet is divided into two stations.
In the restaurant, side board with equipped with proper cutlery,
salamander, plate heater, wiped glasses rack, menu card, tables and
chairs and all the serving equipments are present 20 member staff
works in that restaurant, like this
Restaurant manager -1
Senior captain

-2

Captain

-3

Restaurant hostess -2
Senior steward

-4

Stewards

-8

Caf Treat: - Caf Treat is a high type of restaurant. The food is


served in the evening. Beverages are also served. It is 120 covers set
up restaurant. In the bar-be-que a stall tandoor counter is there. The
guest can take the tandoori snacks with the beverages.
COMPILED BY: AMIT KUMAR

72

One captain with two captains with 1 hostess and 6 stewards


and 2 senior stewards serves the food to the guests in the open
restaurant.

Casablanca: -

Its a 80 cover set up facing Ahmedabad view

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.

Room Service: - One more section of food and beverages


department is the room service. This provides food to the guest in his
room. The room is priced slightly more than that of the restaurant
since the food is being served in the room.
Even though this is not a revenue earning department, it serves for the
customers happiness. The room service is centralized. The room
service cabin as situated very near to the kitchen which helps in
taking the food as quickly as possible... then selling and K.O.T system
followed.
There are 2 rooms service captain, 2 order taker, 8 stewards and 2
cashier are responsible for serving the food in the rooms.

Banquet: - This is the most revenue caring outlet of food and


beverage department. About 40% of the revenue comes from banquet
COMPILED BY: AMIT KUMAR

72

in this department. There are banquet halls in this hotel named


Regency hall, dragons hall, VIPs lounge, and two board rooms.
The banquet halls are used for various purposes like conference,
seminars, reception; interview etc. The capacities of the whole
banquet hall are in the range of 100 to 2000. The staffs here are very
hard working to meet the challenges of the service.

Imperial: -

Add the spunk to your business or significant

occasions with the state-of-the-art facilities at Imperial, a flawlessly


designed venue that can play host to nearly 500-1000 guests. This hall
is divided into two breakaway halls IMPERIAL 1 and IMPERIAL
2. The former can contain 225-250 guests whilst the latter can
accommodate around 150-175 guests.

The Royal:

- As the name suggests, the setting is magnificent

regal one occupying 90-150 guests. Be a part of the royal realm as


you celebrate happy moments or make crucial business designs.

Presidential: -

Exclusivity is the substance of this venue.

Intended for events held by exclusive guests, with a capacity for 3040 people, the Presidential is all about experiencing exceptionality.

Chancery: -

Listen a 100 times, ponder a thousands times.

Speak once. Elaborately designed for nearly 100 refined guests.

Majestic: - This venue exemplifies a rare splendour and grandeur


occupying about 50-75 guests.
COMPILED BY: AMIT KUMAR

72

Senate: -

Located on the second floor neighbouring the

Royal hall. Designed to hold private parties and gathering, it can


comfortably embrace 30-35 guests.

Boardroom: -

No other area could be more suitable for a

classified meeting of board directors or any other imperative


corporate meeting. The boardroom space allows a gathering of 15-20
executives.

WORK FLOW ACTIVITIES IN THE


RESTAURANT: Before restaurant opens: Staff reports on duty.
Captain briefs the staff on duty
Mis-en-scene and Mis -en- place is done
The staffs are ready for the guest after sufficient knowledge about
the menu of the day.
After Restaurant Opens: -Staff greets the guest and load
to the tables, services is started.

WORK FLOW ACTIVITIES IN THE BANQUETS:


COMPILED BY: AMIT KUMAR

72

Receiving the order on telephone through fax, mail or


personally.
Function prospectus is filled up.
Function sheet for next day is prepared. Copies it function
sheet all circulated among various department, concerned.
Mis-en-place for the service is set-up.
Food is prepared accordingly.
Buffet is served as per the procedures earlier agreed upon.

WORK FLOW ACTIVITIES OF ROOM SERVICE:


Received the order on the telephone.
Take down all the details of food and room number.
Prepare K.O.T. and send it to the kitchen.
Take a continental tray and set it up and take the food.
Taking the bills and get it signed it by the guest.

COMPILED BY: AMIT KUMAR

72

The check or bill is verified for signature and entries


are stored in the register.

Billing Procedure Followed: -Kitchen order ticket (K.O.T.)


is raised for guests and non chargeable K.O.Ts (NC KOT) are raised
for departmental heads.

K.O.T has four copies: Yellow to the kitchen.


Red to the cashier.
Pink is to the guest.

White is retained in the K.O.T book for auditing purpose.

COMPILED BY: AMIT KUMAR

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.

FILES & REGISTERS MAINTAINED:

Kitchen order ticket (K.O.T): -K.O.T is made in quadric


plicate, one copy to the guest, second to the cashier, third to the
kitchen and fourth remains in the book for auditing purpose.

Long book: -Any informations to be passed to another


person in the next shift is entered in this book.

Linen Exchange Form: -For the exchange of soiled linen,


this form is filled up and sent to the house keeping department.

Material Requisition Form: -This is used for requisition


for various material, stationary, menu cards, etc.

Interdepartmental Transfer Slip: -As a prove of


transfer of items from one area to another area, this slip is filled
up.

DAILY WORK ROUTINE


Cleaning of the restaurant area and back areas.
Mis-en-place & Mis-en-scene is done.
Settings side station.
COMPILED BY: AMIT KUMAR

72

Bracing the jug etc (if required).


Checking if any cutlery needs silver plating.
Laying the covers.
Attending the guest complaints.
Taking the order of food and beverages.
Services to the guest.
Cleaning of soiled plates, cutlery ad crockery.

COMPILED BY: AMIT KUMAR

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

It is necessary for the whole system to operate in the plan a


co-ordinate manner not only with in the kitchen staff but also with the
service department.
Food and beverage department contributes a major shape to the
management is total revenue. The major functions of this department
are beginning the preparation of food and beverages of various
service outlets and for the guest in the room.
The various section of the kitchen is Indian, Continental, Chinese, and
Bakery etc.

HIERARCHY OF F & B PRODUCTION STAFF: Executive Chef


Assistant Executive Chef
Relief Chef
Staff Chef
COMPILED BY: AMIT KUMAR

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

In my project hotel, this is the hierarchy of F & B


production department.
Executive Chef
Souse Chef
Indian

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

1) Pantry: - It is attached to the main kitchen in the hotel. This


section is responsible for various snacks, juice, ice-cream, coffee,
tea, sandwiches, salads and other non-alcoholic beverages.
Equipments Used:-Blender, mixer, toaster, salamander,
tutor hot cases, refrigerator, deep freezer, knives and peeler.

COMPILED BY: AMIT KUMAR

72

2) Continental: -Food from European countries is


prepared in this section. It is situated in the main kitchen. The
section is responsible for the continental food like pizza, burger,
hotdog etc.
This section prepares the continental food order for restaurant and
room service.
Equipments Used: -Mixer, Refrigerator, Non- stick pans,
fresh fries cutter, wooden spatulas, ladder, knives and peelers,
slier.
3) Chinese: -The Chinese kitchen prepares all types of Chinese
food. This kitchen was situated on the back side of the Indian and
continental section, Chinese food includes noodles, Manchurians,
fried rice, Chinese soups etc. This also the busiest section.
4) Indian: - The Indian kitchen prepares north Indian, south
Indian and door dishes. All Indian foods and prepared in this
section. The Indian kitchen has 3 chefs de parties and commis,
tandoori dishes comes from the tandoor section then it is mixed
with Indian gravy and prepared dishes.
Equipments Used: -Deep fat fryer, Buffalo Chopper,
Spicer, Boiling pans, deep and shallow frying pans, ladder, wet
grinder, mixer, refrigerator etc.

COMPILED BY: AMIT KUMAR

72

5) Tandoor: - This section is responsible to prepare


tandoori dishes like chicken kabab, chicken tikka and Indian
breads like Nan, roti and paratha.
6) Bakery: -It is situated in the main kitchen but at the corner.
Confectionary is also attached with bakery. This department is
responsible for preparing cakes, pastries, chocolates; breads etc
and special cases order and decoration are also done by this
section.
Equipments Used: -Oven, mould, piping bags, blender,
whiskies, mixer, wooden graduals, baking sheet etc.
7) Butchery: -This section is separately from the main kitchen.
In this various cuts of key, lamb, chicken, pork and fish was done
to supply for ala carte of the restaurant and banquets.
8) Cold & Fruit Section: -In this all the cold dishes are stores
in the refrigerator, Fruit section also combined with this, fruit
chat, fruit salad etc, are made in this section.

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

1st copy for kitchen


2nd copy for steward
3rd copy remains in book for accounting.
When steward comes in the kitchen along with the guest order he

is used to show or handed over the K.O.T. to the chef by


announcing order loudly.
After getting the K.O.T. the guest order is made in the kitchen

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

food is prepared by the chef. Full hygienic practices should be


followed while cooking.

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.

2nd copy is retained.

2. Daily Perishable Order Sheet: -In this all the records or


purchase of perishable commodities are taken.

COMPILED BY: AMIT KUMAR

72

3. K.O.T: -The steward gives the order placed by the guest


in the kitchen order ticket. This is mad in triplicate one copy goes
to kitchen, 2nd copy to service department and 3 rd to account
department.
Main Kitchen: -In my projected hotel THE PRIDE HOTEL it
is the place where the bulk food items are produced and distributed to
various gravies are:

White gravy Yoghurt based for kofta.

Makhani gravy tomato based used for chicken dishes.

Kadai gravy used for vegetable dishes.


Each section in the main kitchen was responsible for the
production of items related to that kitchen. this main kitchen of
THE PRIDE HOTEL is located on the ground floor of the hotel.
Thus the kitchens directly connected with room services and
banquets. Dish washing area is also near the kitchen itself.

Function of Executive Chef: He carries full responsibility about the kitchen


Supervise the work in the kitchen
Compile the menu and work over it
Co-ordinate with purchase manager for purchase of raw
materials
COMPILED BY: AMIT KUMAR

72

Make a physical check on delivery of raw material


Responsibility for staffing in kitchen and compile a duty
roaster
Ensure proper hygienic method to be followed while cooking

Sous Chef: He assists the executive chef.


Directly report to the executive chef.
Responsibility for daily functioning of the whole kitchen.
Responsibility for organizing the menu for the banquet.
He gets all the rights of ex-chef and takes a decision in
absence of ex-chef.
Ensure that food is prepared at time for banquet when the
order comes from any guest.

Chef De Parties: -For different sections a separate chef is


there. Pantry chef is responsible for the smooth working in party
and preparation of all items properly. In the same way Indian
chef for Indian kitchen and soon and supervise the work of
commis and trainees.

Commis: They assist the chef be parties.


COMPILED BY: AMIT KUMAR

72

Do all the Mis-en-place.


They are the people who do actual work in the kitchen.

COMPILED BY: AMIT KUMAR

72

Purchasing & Receiving


Engineering & Maintenance
Sales & Marketing
Accounting & Financing
Security
Personnel
Kitchen Stewarding

PURCHASING & RECEIVING


The main function of this department is to purchase good quality of
perishable and non perishable commodities. The purchase manager
has to personally venture into the market to final these respective
supplies. He is the sale authority to sign contracts (both long term as
well as short term contracts).
COMPILED BY: AMIT KUMAR

72

In THE PRIDE HOTEL the purchase of perishable as well


as non-perishable commodity sure done on contract bases. All the
perishable items are supplied by the suppliers regularly in the
morning by their own vehicles.
The purchase manager n authorized for signing the
contracts. All the purchase supervision is assigned the duty to receive
the commodities sent by the suppliers. The purchase department of
THE PRIDE HOTEL is situated at the back side of the hotel. The
purchase department of the hotel works from 8 am in the morning to 5
pm in the evening

HERARCHY:Purchase Manager
Purchase Supervisor
Store keeper

Functions: 1) Food is received and checked.


2) To invite tenders and evaluate them.
3) To make list of items to be purchased.
4) To send a purchase order to suppliers.
COMPILED BY: AMIT KUMAR

72

5)

Payment of labour and transport.

Purchase order: -Purchase order is placed by the buyer to the dealer


or seller i.e. by the hotel to the dealer.
Purchase Specification: -The detail such as Quantity, size, weight
etc. To be mentioned the items put for order.
Unit Purchased: -Stock item given to the guest are purchased
generally complimentary items such as shaving kit, soaps, slippers,
shampoos, moisturing cream etc.
Daily Purchased: -This item is purchased daily. This includes fish.
Periodical Purchase: -Purchase made once in two months, six
months or more. The item purchases include the cane food, tin food.
This is how to the purchasing department does their function.
Receiving and Maintenance: -The main responsibility of the
department is the handling of goods at the time of delivery and
checking whether the quantity received is in equilibrium with the
quantity order. The prices stated on the delivery note are accordance
with the price purchase order form.

Functions: 1) To make accurate record of items in the goods received book.


2) To check for the damage of food.
3) To check the perishable of food.
COMPILED BY: AMIT KUMAR

72

4) To check the perishable items.


5) To check the quality and quantity of the item at the delivery
time.
Daily Receiving Record: -This is the record made daily for
purchasing being done four copies is made 1 st copy for payment in
account, 2nd copy for F & B control, 3rd copy to store, 4th copy remain
in the book.

ENGINEERING AND MAINTENANCE


Maintenance of production facilities is very important for production
control. Failure of machines and equipments may result in loss of
thousand of man power hours. And can even cause complete sheet
down buy the department.
Consequently productivity will come down. The production target
will not be mate similarly the failure of the computer in an office may
stop the entire operations. Therefore inventions of such break down is
an indispensable functions in modern industry and so it is quite
common in any organization to have professional to look after
maintenance function.

Task of the Department: COMPILED BY: AMIT KUMAR

72

The main task is of maintenance is to ensure availability and


reliability and safety machines of minimum costs. That indicated the
word maintenance includes all the actions necessary for keeping the
entire the electrical tools and equipment in order.
Preventing Maintenance: -The frequency & sevelry of breakdown
can be minimized if preventive measure likes cleaning, oiling,
leashing of the equipment is undertaken periodically.
Corrective Maintenance: -It occurs only when breakdown occurs the
help of outside specialist of repairing may become necessary and
availability of the equipments depends upon the efficiency of the
maintenance activity carried out. Proper maintenance and provision of
hotels service have a significant affect on the attitude of our guest
towards hotel therefore the chief engineer his staff to maintain the
profit level for the hotel. It is the responsibility of the department
within the budget given to him by the general manager.
In THE PRIDE HOTEL, engineering and maintenance department
is just near to the house keeping department.

HIERARCHY: Chief Engineer


Engineering Supervisor
Technicians
Helper
COMPILED BY: AMIT KUMAR

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.

SALES AND MARKETING


Sales and marketing department is a very essential department for any
establishment as it helps to create an impact for increasing revenue
through policing and advertising.
Now a days it is a crystal clean fact that optimum advertising give an
incredible increase for the sales of any particular project. It is this
department that brings name and fame to the establishment. The sales
and marketing department improves the sale of hotel through sales
COMPILED BY: AMIT KUMAR

72

technique which improves gas contact and keep track of


prospective clients.
It is the department who designs the market strategy to increase the
hotel sales this department is responsible for building the external
image of the hotel and it service in the outside world. It so-ordinates
with other department such as front office, house keeping, and F & B
etc.

HIERARCHY: SALES AND MARKETING MANAGER


ASSISTANT SALES MANAGER
SALES EXECUTIVE

Sales and Marketing Technique:

Hotel products like food and beverage, accommodation etc


are marketed.

Large parties are organized during festival period.

Various meetings are organized to discuss and plan sales to


promotion technique.

COMPILED BY: AMIT KUMAR

72

To attract various companies and tourist, discounts


are given in the off season and in festival season.

Parties are organized and the regular guests are invited.

Many advertising boards are provided on the Shimla kalka


highway to attract tourist coming from Delhi Chandigarh etc.

They also have reservation counter in bus and railway


stations.
This sales and marketing office is situated at near to the
general manager of that department.

ACCOUNTING AND FINANCE


The accounts department in many hotels of prime important as the
management requires information which will indicate weather each
department is operating effectively helps to predetermine budget
normally agreed by the management.
COMPILED BY: AMIT KUMAR

72

Accounting usually with recording, summarizing and


reporting the transaction of the organization. The department keeps
track of all the transaction of the hotel.
This department is located near the sales and marketing office.

HIERARCHY: Account Manager


Purchase Receiving Store Keeper

F & B Controller

Unit

General
Supervisor

Clerk

Financial Cashier

SYSTEM AND PROCEDURES: Guest folios: - Guest

folio is a master mill in which all the

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

COMPILED BY: AMIT KUMAR

72

received from various outlets are then parted through NCK or


normally into guest folio.

Sales Record Control for Rooms: -Room

sales

control is a reconciliation of the business transactions by the front


office with records of the room sales maintained by the accounts
department during the day. The sale of rooms in a hotel is generally
with the help of following documents: Advance booking card.
Current booking card.
Guest registration card.
Guest arrival sheet.
Cash handling register and clearance card.

Sales Record and Control of Food: -Control food is


maintained on the basis of cheques. When kitchen issues the final
produce of service, the kitchen clerk simultaneously makes a list of
the item supplied from the K.O.T. It is then entered in the kitchen
summery sheet. After this, the K.O.T. is put in the control box, which
will be cleared by the F & B control prepares three copy of the , one
goes to guest and other two the F & B control department and third
one remains in the bill boo with the restaurant sales summary is
prepared.
COMPILED BY: AMIT KUMAR

72

Food & Beverage Control: -The control system


covers the control on the sale of the food & beverage in the hotel. Its
main aim is to offer to the guest various services from department like
kitchen, restaurant, bar etc. They type of control used varies from
establishment. The profit in the business depends on the management
of the particular department.

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

inspection and enforcement of company rules, investigation of


criminal activities.

HIERERCHAY: Chief Executive Officer


Security Supervisor
Security Guard

Door Man

In my projected hotel, THE PRIDE HOTEL, the security


department is located at the back entrance of staff entrance. There are
one chief security officer and three security supervisor, two door men
and eight security guard.

Purpose & Role: Protection against criminals, attacks on or against company


property, equipment etc.
Provides emergency services.
Investigation the pass of the visitors.
All as an advisor to senior management on all security relates
matters.

Duties & Responsibility of Door Men: Door men is the first person to greet guest
COMPILED BY: AMIT KUMAR

72

Helps the guest while opening the door


Holds umbrella if weather is bad
Responsible for cleanliness and good order to entrance door
Check baggage before vehicle has left
Avoids allowing big unwanted person in the hotel
Checks the cashier clearance and keeps it for control
Announces for car number by public adducing system

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

various operative functions of processing, developing,


maintaining and utilizing a labour force, such that the :

Objectives for which the establishment are economically and


effectively.

Objectives of the commodity are daily considered and served.


According to the definition personnel administration as
concerned with the managerial and operative functions with the
view to attaining organizational goals economically and
effectively and meeting the individual & social goods. This
department is the link between the employee and the
management.

HIERARCHY: Personnel Manager


Typist
Assistant Personnel Manager
Supervisors

Job Description of Personnel Manager:

To formulate personnel police for the organization

Recruitment and selections of staff for various jobs.


COMPILED BY: AMIT KUMAR

72

Planning for vacancies.

Maintaining records.

Leave granting.

Negotiating with the trade unions.

Payment of staff salary.

Appraisal and welfare scheme.

Appointment Procedure: A letter of appointment is sent to the applicant as soon as the


job is confirmed.
Document of all relevant data pretending to the candidate is
filled.
Employee on arrival is briefed about the job to be performed.
Induction is done by the training development.

Appraisal Procedure:-It covers the administration of: -

COMPILED BY: AMIT KUMAR

72

Personnel Records: -In terms of age, date of joining,


length of service qualifications, skill, etc.
Personnel Relations: -Negotiating with trade union.
Personnel Research: -Working out details for turn over, in the
different job position.
Stability training and development: -Identifying training needs and
job development area, detailing up procedures for internal
promotions.
Attendance Register is Maintained at this Place: -All staff reporting
for duty enters there signatures in this register.

KITCHEN STEWARDING
COMPILED BY: AMIT KUMAR

72

Kitchen is an area where lot of activity is done and so it gets


easily dirty. For this purpose to clean the kitchen every day. How and
when to maintain the hygienic condition, kitchen stewarding is
entrusted with this responsibility of maintenance of kitchen.
It is the responsibility of the kitchen stewarding captain to see that the
cutlery, Crockery of the restaurant, room service and banquets are
washed and wiped or they are for washing.

HIERARCHAY: Supervisor
Utility Worker

Dish Washer

Functions: Record keeping and maintenance of cutlery, crockery,

chinaware etc.

Direct issuing equipment to various departments.

Stock taking of equipment in circulations & operations.

Upkeep and maintenance of kitchen and all equipments there


in.

Running of cafeteria.

Ensure proper garbage disposal.

Maintenance of par stock.


COMPILED BY: AMIT KUMAR

72

Forms used:

Issue register

Breakage report

Inventory

Files & Register Maintained:

Bar check list.

Banquet log book.

Bar mise-en-place check list.

Function prospectus.

Duty roaster file.

Management Information System: All the formats like log book, function prospectus K.O.T. helps as
management system.

Guest check

Daily summary sheet.

Room service control sheet

Guest comment card.

COMPILED BY: AMIT KUMAR

72

COMPILED BY: AMIT KUMAR

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).

COMPILED BY: AMIT KUMAR

72

Problem 4: -Shortage of computer in front office.


There are only one computer at the front office and only one computer
for the guest for surfing.
Solution: -One more computer should be placed in the front office.
Two more computers should be placed at the internet section for the
guest.
Problem 5: -Sometimes unprofessional staff is part to work, as they
are unable to work, as they unable to handle some situations due to
this problem guest does not get satisfied, for which they pay.
Solution: -It must be sure that at no point of time the desk is in hands
of juniors, as the senior staff must accompany them at all the shift.

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

also sufficient light & ventilations is absent, which often gives


out bed smell.
Solution: -It should be more spacious in terms of cupboards size.
More ventilation should be given in uniform and linens room.
Problem3: -Less of staff bathroom and no proper cleaning of
bathrooms. There is only 2 staff bathroom and cleaning is also not
done properly. So bad smell comes out.
Solution: -Some spaces are there near flower room. One more staff
bathroom can be made over there. Proper & appropriate cleaning
should be done in every 3 hrs.
Problem 4: -Wrong usage of flowers & no proper lighting. In the
flower room, the staff use the flower very badly proper care of
flowers is also not done properly.
Solution: -Maximum use of flower should be done. Some light can be
put and proper care should be done.
Problem 5: -Room amenities stocked in party are at times used by the
staff in rest room.
Solution: -The person in charged should be instructed not to do such
practices.

COMPILED BY: AMIT KUMAR

72

F & B SERVICE: Problem 1: -Less staff in bar as well as in banquet.


Implementation of staff is required so that the proper functions of bar
and as well as banquet is done properly less staff makes the work
tougher.
Solution: - More staff is required to operate the bar and banquet. At
least the member who are doing the bar operations can be relaxed and
do the usual job easier.
Move steward can be given to the banquet department.
Problem 2: -Delay of service in the rooms. Guest frequency
complains regarding delay of service in the rooms. Only one steward
is appointed at each floor.
Solution: -One more stewards should be appointed at each floor. In
peak season, more stewards should appoint for the room services.
Problem 3: -Only one services elevator and hat works so slow, there
is only one service elevators for room service personnel. Once the
elevator goes to a floor it takes a long time to come down and till then
the steward has to wait.
Solution: -Out of the kitchen some space is there till roof, so if
possible one more elevator can be constructed. It can be repaired. So
that problem wont come for the F & B service department.

COMPILED BY: AMIT KUMAR

72

Problem 4: -Less space in the restaurant as it combined with


the coffee shop. There is less space in the restaurant and it is so
congested because it is a 120 covers restaurants and coffee shop is
also attached.
Solution: -Some space is there near bar so the coffee shop can be
shifted there. It is 90 cover restaurants, that blank area of coffee shop
can be used and can make it 12 cover restaurants.
Problem 5: -Less number of room service trolleys.
Solutions: -It is noticed that there is storage of room services trolleys
which delays in room services at the peak time.

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.

COMPILED BY: AMIT KUMAR

72

Solution: -Proper ventilation system should be installed in the


kitchen in order to maintain good working condition and
environment. If possible the ventilation pipe should be changed
otherwise it should be repaired.
Problem 3: -A distribution of the staff is uneven in the morning and
night shift. Due to which guest face problem.
Solution: -A great care should be taken in order to have sufficient
shift in every shift.
Problem 4: -Issuing from stores not done properly wastage dispose
untidy.
Solution: -The stores should be indulged to supply items timely
unless inconvenience in production may accrued. Wastage should be
disposed in times so that the kitchen does not have unhealthy
environment.
ENGINEERING&MAINTENANCE DEPARTMENT: Problem 1: -In engineering and maintenance department staffs is not
well shield in their work. Due to which guests on hotel should face a
lot of problems.
Solution: -The best solution of this problem is that the well shield
staff should be recruited for the smoother functioning of the
engineering & maintenance department.

COMPILED BY: AMIT KUMAR

72

Problem 2: -The frequency of fault in lifts are too much and


sometimes both the lifts of back area are out o order and so F & B
services, production, house keeping have to use guest lifts at that
time.
Solution: -The lifts should check once a week and if difficulty occurs
it should be repaired as soon as possible.
Problem 3: -The temperature of the walk in refrigerator keeps on
fluctuating, thus causing the spoilage of the food items kept inside.
Solution: -Periodic daily checks of the walk in should be done and
prevent servicing to be done according to the schedule by the
engineering department.

PERSONNEL DEPARTMENT: Problem 1: -Less space. Office is very congested.


Solution: -Area should be large enough for the easy working to staff.

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

Solution: -The solution of this problem is proper storage


facility should be proceeded.
Problem 3: -The main store is down stairs to the kitchen which create
the problem to the F & B staff carry out the goods from the main store
kitchen. Due to which sometimes is delay in guest order.
Solution: -The store should be either shifted near the kitchen or an
elevator should be installed.

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

Solution: -Some more security staff must be recruited for


avoid the shipping of the guard luggage or as well as hotel amenities.

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

COMPILED BY: AMIT KUMAR

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

accommodation and boarding are highly perishable. Handling


COMPILED BY: AMIT KUMAR

72

this would require special kind of managerial techniques


will have to applied.
This project is based on the study conducted, the operational
aspects of all departments of the hotel. The accommodation in a
hotel deals with four major departments of the hotel which are
directly connected with the rooms and guest in the hotel.
The project contains all the aspects of working
of THE PRIDE HOTEL and gives an overview on the functions
system and procedures followed in the hotel.

Special

Emphasis

is

given

On

the

Following Points: Purpose and role performed by each department


System and procedures followed
Organization structure of each hotel
Forms and Format used
Co-ordination of each department with others

THE

DEPARTMENT

COVERED

THIS PROJECT IS: -

COMPILED BY: AMIT KUMAR

72

UNDER

Front Office: -This department is responsible for the sale of


rooms & gets the revenue from the rooms. Thus the front office is to
reserve, receive, register & assign the room for the guest.

House keeping: -This department is responsible for the cleanliness


maintenance and aesthetic upkeep of the hotel.
To make room appealing to the guest is the task of house keeping
which has to ensure the basic human needs of comfort and security.

Food & Beverages: -This includes Food & Beverages production


and service both. The food & beverages department is the art of the
hotel without this no hotel can more to success. It is very important
department in the hotel. This department main job is to purchase the
raw food materials and prepare the final products in the kitchen. There
prepared food is passed from the kitchen to the guest table or guest
room.

PERSONAL DEPARTMENT: -This department is so important


for the management and worker and also handles all the problems of
the staff.

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

Engineering & Maintenance: -This department deals


with fixing maintaining of all the fixed assets of the hotel and ensures
proper working of all equipments.

Accounts: -The accounting usually is concerned with recording


summarizing & reporting the transaction of the organization.

Security: -This is the department that takes care of safety of the


hotel, ensures security of the hotel; provide safe guard against fire and
accidents and deals with theft and suspicious characters.

The other Sectors are: Kitchen Stewarding


Purchase
Store
F & B Controls
Receiving
The pace with todays world moving urges well tourism and
its development. People are frequently moving out of their house
for business. Tourism is not a single industry but aggregate and
cultural exchanges and is an excellent instrument for the
promotion of national integration & international understanding,
friendship and peace. Hotel industry is backbone of tourism
industry No Hotels, No Tourism.
COMPILED BY: AMIT KUMAR

72

This project gives us a chance of studying the department


and to bring a report of the same which increase our knowledge
on each department to a great extent. The studio so based in
under assumption for a model Five star deluxe hotel
Finally to conclude the study of this project was worthwhile as lot
of knowledge was gained during the course of collecting &
analyzing the data compiling this project report.

COMPILED BY: AMIT KUMAR

72

BIBLIOGRAPHY
Front Office Manual

Sudhir Andrews

Hotel House Keeping

Sudhir Andrews

Hotel Economics

P.M. Mathews

Prospective of Indian Tourism -

Pushpinder S.Gil

COMPILED BY: AMIT KUMAR

72

Tourism Marketing

S.M. Jha

Tourism Management

G.S. Batra & A.S. Chawla

R.K. Malhotra

(A Global Prospective)
Encyclopaedia of Hotel
Management & Tourism
Hotelier & Caterier

COMPILED BY: AMIT KUMAR

72