1.

FRONT OFFICE
1. Acknowledgement

The front office is the most visible department of an organization, typically the first point of
contact for customers, clients, or guests. Acknowledging the front office's role and responsibilities is essential
for several reasons:

Importance of Front Office Acknowledgement

1. Customer Service: The front office is responsible for providing exceptional customer service, which
can make or break a customer's experience.

2. First Impression: The front office creates the first impression of an organization, influencing how
customers perceive the brand.

3. Communication Hub: The front office serves as a communication hub, connecting customers with
other departments and resolving queries.

4. Revenue Generation: In some organizations, such as hotels, the front office plays a critical role in
revenue generation through room sales and other services.

Key Functions of Front Office

1. Reception and Greeting: Welcoming customers, clients, or guests.

2. Registration and Check-in: Registering and checking-in customers, clients, or guests.

3. Information Provision: Providing information about the organization, its services, and facilities.

4. Query Resolution: Resolving customer queries and concerns.

5. Payment Processing: Processing payments and handling financial transactions.

Best Practices for Front Office Acknowledgement

1. Recognize and Reward: Recognize and reward front office staff for their excellent service and
contributions.

2. Provide Training and Development: Provide ongoing training and development opportunities to
enhance front office staff skills and knowledge.

3. Empower Front Office Staff: Empower front office staff to make decisions and take actions to resolve
customer issues.

4. Monitor and Evaluate: Continuously monitor and evaluate front office performance to identify areas
for improvement.

By acknowledging the front office's role and responsibilities, organizations can demonstrate their appreciation
for the hard work and dedication of front office staff, ultimately leading to improved customer satisfaction and
loyalty.
 Introduction:

a) History and growth of the hotel

History and Growth of Holiday Inn Jaipur City Centre

Early Years (2008-2010)
Holiday Inn Jaipur City Centre, a 5-star hotel, was launched in 2008 by InterContinental
Hotels Group (IHG). The hotel was strategically located in the heart of Jaipur, providing easy
access to the city's major attractions.
Initial Growth (2010-2015)
In the initial years, the hotel focused on establishing itself as a premier luxury hotel in
Jaipur. The hotel's 172 rooms and suites, state-of-the-art amenities, and exceptional service
helped attract a loyal clientele.
Expansion and Renovation (2015-2018)
To cater to the growing demand, the hotel underwent a major renovation and expansion in
2015. The renovation added 50 new rooms, a rooftop pool, and a fitness center. The hotel's
lobby, restaurants, and meeting spaces were also refurbished.
Modernization and Upgrades (2018-Present)
In recent years, the hotel has continued to modernize and upgrade its facilities. The hotel
has introduced new dining options, including a rooftop restaurant and a lobby lounge. The
hotel's rooms and suites have also been upgraded with modern amenities, such as smart
TVs and high-speed internet.
Awards and Recognition
Holiday Inn Jaipur City Centre has received several awards and recognition for its
exceptional service and facilities. Some notable awards include:
"Best 5-Star Hotel in Jaipur" at the India Hospitality Awards
"Certificate of Excellence" from TripAdvisor
"Best Business Hotel in Jaipur" at the Business Traveler Awards
Conclusion
Holiday Inn Jaipur City Centre has come a long way since its launch in 2008. The hotel's
commitment to exceptional service, modern amenities, and continuous upgrades has
established it as a leading luxury hotel in Jaipur.
b) A brief description of the hotel holiday in jaipur city centre

Holiday Inn Jaipur City Centre

Hotel Overview
Holiday Inn Jaipur City Centre is a 5-star hotel located in the heart of Jaipur,
Rajasthan. The hotel offers 222 elegantly designed rooms and suites, state-of-
the-art amenities, and exceptional service.
Hotel Features
Rooms and Suites: 222 rooms and suites with modern amenities, such as smart
TVs, high-speed internet, and minibars
Dining Options: 3 restaurants, including a rooftop restaurant, lobby lounge,
and 24-hour room service
Meetings and Events: 6 meeting rooms, including a grand ballroom, with
capacity for up to 500 guests
Recreational Facilities: Rooftop pool, fitness center, and spa
Business Services: Business center, concierge services, and laundry facilities
Location
The hotel is strategically located in the heart of Jaipur, with easy access to:
Jaipur International Airport: 10 km
Jaipur Railway Station: 5 km
City Palace: 4 km
Jantar Mantar: 4 km
Awards and Recognition
Holiday Inn Jaipur City Centre has received several awards and recognition for
its exceptional service and facilities.
⦁ Front Office:
Organization mission statement Introduction
Area of the hotel
The number and type of rooms Rack rates
F & B outlets
Other services and facilities provided Goals and strategies

Front Office: Holiday Inn Jaipur City Centre

Organization Mission Statement
"At Holiday Inn Jaipur City Centre, our mission is to provide exceptional hospitality services,
exceeding our guests' expectations and making their stay with us a memorable experience."
Introduction
The Front Office department is the heart of the hotel, responsible for creating a warm and
welcoming atmosphere for our guests. Our team is dedicated to providing personalized
service, ensuring that every guest feels valued and cared for.
Area of the Hotel
The hotel is strategically located in the heart of Jaipur, covering an area of approximately
10,000 square meters.
Rooms
Number of Rooms: 222
Type of Rooms:
Deluxe Rooms: 120
Executive Rooms: 60
Suites: 30
Accessible Rooms: 12
Rack Rates:
Deluxe Rooms: ₹12,000
Executive Rooms: ₹18,000
Suites: ₹25,000
F&B Outlets
Monarch: Multi-cuisine restaurant serving breakfast, lunch, and dinner
The Lounge: Lobby lounge serving coffee, tea, and snacks
Rooftop Restaurant: Serving Indian and international cuisine with a stunning view of the city
Other Services and Facilities
Fitness Center: Equipped with modern gym equipment and free weights
Spa: Offering various massage therapies and treatments
Swimming Pool: Rooftop pool with a separate children's pool
Business Center: Equipped with computers, printers, and meeting rooms
Concierge Services: Assisting guests with travel arrangements, sightseeing, and other
requests
Goals and Strategies
Goal 1: Achieve a guest satisfaction rating of 90% or higher
Strategy: Implement a guest feedback system and take prompt action on feedback
Goal 2: Increase occupancy rates by 15% within the next 6 months
Strategy: Implement targeted marketing campaigns, offer special promotions and discounts,
and enhance the hotel's online presence
Goal 3: Reduce guest complaints by 20% within the next 3 months
Strategy: Provide ongoing training to front office staff, implement a quality control process,
and conduct regular guest satisfaction surveys

⦁ Front office organization and hierarchy of staff

The Front Office department is responsible for managing the reception, concierge, and room
allocation activities of the hotel. The department is typically divided into the following
sections:
Reception: Handles guest check-in, check-out, and room allocation
Concierge: Assists guests with travel arrangements, sightseeing, and other requests
Room Allocation: Manages room assignments and key control
Hierarchy of Staff
The Front Office hierarchy typically consists of the following positions:
Front Office Manager: Oversees the entire Front Office operation, including reception,
concierge, and room allocation.
Assistant Front Office Manager: Assists the Front Office Manager and assumes responsibility
in their absence.
Reception Manager: Supervises the reception team and ensures smooth check-in and check-
out processes.
Receptionists: Handle guest check-in, check-out, and room allocation.
Concierge: Assist guests with travel arrangements, sightseeing, and other requests.
Bell Captain: Supervises the bell staff and ensures prompt and courteous service.
Bell Boys: Assist guests with luggage and transportation.
Night Auditor: Responsible for auditing the day's transactions and preparing the hotel for
the night shift.
Front Office Coordinator: Assists with administrative tasks, such as answering phones and
responding to emails.
Key Roles and Responsibilities
Front Office Manager:
Oversees Front Office operations
Develops and implements Front Office policies and procedures
Manages budgets and forecasts
Reception Manager:
Supervises reception team
Ensures smooth check-in and check-out processes
Handles guest complaints and feedback
Concierge:
Assists guests with travel arrangements and sightseeing
Provides information on local attractions and events
Makes recommendations for dining and entertainment options
Communication and Coordination
Effective communication and coordination are essential among Front Office staff to ensure
seamless guest service. Regular meetings, training sessions, and open communication
channels help to:
Share information and updates
Discuss guest feedback and concerns
Coordinate tasks and responsibilities
Provide support and guidance

⦁ Duties and responsibilities of:

Sectional manager Supervisor Operational staff

Duties and Responsibilities of Front Office Staff

Sectional Manager (Front Office Manager)
Strategic Planning: Develops and implements Front Office strategies to achieve hotel
objectives.
Departmental Management: Oversees Front Office operations, including reception,
concierge, and room allocation.
Budgeting and Forecasting: Manages Front Office budgets and forecasts to optimize revenue
and minimize costs.
Staff Management: Supervises and develops Front Office staff to ensure excellent guest
service.
Guest Relations: Handles guest complaints and feedback to ensure high levels of guest
satisfaction.
Supervisor (Assistant Front Office Manager)
Front Office Operations: Assists the Front Office Manager in overseeing Front Office
operations.
Staff Supervision: Supervises Front Office staff, including receptionists, concierges, and bell
staff.
Guest Service: Ensures excellent guest service by responding to guest queries and resolving
issues.
Training and Development: Assists in training and developing Front Office staff to improve
performance.
Reports and Administration: Prepares reports and performs administrative tasks as
required.
Operational Staff
Receptionist
Guest Check-in/Check-out: Handles guest check-in and check-out procedures.
Room Allocation: Allocates rooms to guests and manages room keys.
Guest Information: Provides guests with information on hotel services and local attractions.
Payment Processing: Processes guest payments and handles billing inquiries.
Concierge
Guest Assistance: Assists guests with travel arrangements, sightseeing, and other requests.
Information Provision: Provides guests with information on local attractions, events, and
activities.
Recommendations: Makes recommendations for dining, entertainment, and shopping
options.
Arrangement of Services: Arranges services such as car rentals, taxis, and restaurant
reservations.
Bell Staff
Luggage Assistance: Assists guests with luggage handling and transportation.
Guest Transportation: Arranges transportation for guests, including taxis and car rentals.
Information Provision: Provides guests with information on hotel services and local
attractions.
Miscellaneous Tasks: Performs miscellaneous tasks, such as delivering newspapers and
packages.
⦁ Training schedule including floating week if done in the Front
Office department

Training Schedule for Front Office Department

Induction Training (Week 1-2)
Day 1-2: Introduction to the hotel, Front Office department, and colleagues
Day 3-4: Hotel policies, procedures, and standards
Day 5-6: Front Office systems and equipment
Day 7-10: On-the-job training with a buddy
Day 11-14: Review of progress, Q&A session
Core Skills Training (Week 3-6)
Week 3: Communication skills, telephone etiquette, and email management
Week 4: Guest service skills, handling complaints, and conflict resolution
Week 5: Room allocation, key control, and security procedures
Week 6: Payment processing, billing, and cashiering procedures
Department-Specific Training (Week 7-10)
Week 7: Reception procedures, check-in/check-out, and room assignment
Week 8: Concierge services, local knowledge, and guest assistance
Week 9: Bell desk procedures, luggage handling, and transportation
Week 10: Review of progress, Q&A session, and feedback
Floating Week (Week 11)
Job Shadowing: Shadow a colleague in a different role or department
Cross-Training: Receive training in a different area of the Front Office
Project Work: Complete a project related to the Front Office department
Feedback and Evaluation: Receive feedback and evaluation on progress
Ongoing Training and Development
Monthly Training Sessions: Topics such as upselling, guest loyalty, and new systems
Quarterly Review: Review of progress, feedback, and coaching
Annual Performance Appraisal: Evaluation of performance, goal setting, and development
planning

⦁ Layout / floor plan of section

Ground Floor
Reception: Located near the main entrance, with a spacious counter and comfortable
seating area
Lobby: Spacious area with comfortable seating, decorative plants, and a water feature
Concierge: Located near the reception, with a separate counter and comfortable seating
area
Bell Desk: Located near the main entrance, with a separate counter and luggage storage
area
First Floor
Front Office Offices: Offices for the Front Office Manager, Assistant Front Office Manager,
and other administrative staff
Training Room: A dedicated room for training sessions, meetings, and conferences
Staff Room: A comfortable room for Front Office staff to take breaks and relax
Layout Considerations
Guest Flow: The layout is designed to ensure a smooth flow of guests through the reception,
concierge, and bell desk areas
Staff Efficiency: The layout is designed to ensure that staff can efficiently move between
different areas of the Front Office
Security: The layout includes secure areas for storing valuable items, such as a safe and a
luggage storage room
Accessibility: The layout includes ramps and elevators to ensure that the Front Office is
accessible to guests with disabilities
Key Features
Reception Counter: A spacious counter with multiple stations for checking in and out
Concierge Desk: A separate counter for concierge services, with comfortable seating and a
computer terminal
Luggage Storage: A secure area for storing luggage, with shelving and lockers
Staff Facilities: A staff room with comfortable seating, a kitchenette, and a bathroom

⦁ Procedures & functions performed at various shifts.

Procedures and Functions Performed at Various Shifts in the

Front Office
Morning Shift (7:00 am - 3:00 pm)
Check-out: Process guest check-outs, handle billing inquiries, and ensure accurate
settlement of accounts.
Room Allocation: Allocate rooms to new arrivals, ensuring optimal room utilization and
guest satisfaction.
Front Office Administration: Manage front office operations, including handling guest
complaints, resolving issues, and maintaining accurate records.
Guest Services: Provide information, make recommendations, and arrange services for
guests, such as tours, transportation, and dining reservations.
Afternoon Shift (3:00 pm - 11:00 pm)
Check-in: Process guest check-ins, handle room assignments, and ensure a smooth arrival
experience.
Guest Requests: Handle guest requests, such as extra towels, room changes, or special
services.
Concierge Services: Provide concierge services, including making dining reservations,
arranging tours, and booking transportation.
Front Office Administration: Continue managing front office operations, handling guest
complaints, and maintaining accurate records.
Night Shift (11:00 pm - 7:00 am)
Night Audit: Perform night audit procedures, including reviewing the day's transactions,
reconciling accounts, and preparing reports.
Guest Services: Provide limited guest services, such as handling emergency situations,
providing information, and making arrangements for early departures.
Security: Monitor the front office area, ensuring the safety and security of guests and staff.
Preparation for Next Day: Prepare for the next day's operations, including restocking
supplies, updating records, and reviewing schedules.
Additional Procedures
Shift Handover: Conduct a thorough handover of tasks, responsibilities, and important
information between shifts.
Team Meetings: Hold regular team meetings to discuss ongoing issues, share knowledge,
and improve communication.
Training and Development: Provide ongoing training and development opportunities to
ensure staff are equipped to handle various situations and provide exceptional guest
service.

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⦁ Operational functions followed with interdepartmental

relationships, etc.

Operational Functions and Interdepartmental Relationships in the Front Office

Operational Functions
Guest Registration: Register guests, assign rooms, and issue room keys.
Room Assignment: Assign rooms based on guest preferences, room availability, and hotel
policies.
Key Control: Manage room keys, ensuring secure storage and accurate issuance.
Check-in/Check-out: Process guest check-ins and check-outs, handling billing inquiries and
ensuring accurate settlement of accounts.
Guest Services: Provide information, make recommendations, and arrange services for
guests.
Interdepartmental Relationships
Housekeeping: Coordinate with Housekeeping to ensure rooms are clean and ready for
guest arrival.
Food and Beverage: Collaborate with F&B to provide guests with dining options, room
service, and special requests.
Engineering: Work with Engineering to address guest complaints related to room
maintenance and repairs.
Security: Partner with Security to ensure the safety and security of guests and staff.
Accounts: Coordinate with Accounts to handle guest billing inquiries and ensure accurate
settlement of accounts.
Communication Protocols
Guest Communication: Communicate with guests through various channels, including
phone, email, and in-person interactions.
Internal Communication: Share information with other departments through regular
meetings, email updates, and phone calls.
Departmental Meetings: Conduct regular meetings with Front Office staff to discuss ongoing
issues, share knowledge, and improve communication.
Quality Control Measures
Guest Feedback: Collect and analyze guest feedback to identify areas for improvement.
Mystery Shopping: Conduct regular mystery shopping exercises to evaluate Front Office
services.
Staff Training: Provide ongoing training and development opportunities to ensure staff are
equipped to handle various situations and provide exceptional guest service.
Process Audits: Conduct regular process audits to ensure compliance with hotel policies and
procedures.

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⦁ Equipment used: heavy duty, manufacturer, special equipment, etc.

Equipment Used in the Front Office
Heavy-Duty Equipment
Property Management System (PMS): A computerized system used to manage hotel
operations, including room inventory, guest information, and billing. (Manufacturer: Opera,
Micros, or similar)
Point of Sale (POS) System: A computerized system used to process transactions, manage
inventory, and track sales. (Manufacturer: Micros, Aloha, or similar)
Telephone System: A digital or IP-based telephone system used for internal and external
communication. (Manufacturer: Avaya, Cisco, or similar)
Special Equipment
Credit Card Machines: Electronic devices used to process credit card transactions.
(Manufacturer: Verifone, Ingenico, or similar)
Scanners and Printers: Used for printing and scanning documents, such as guest registration
cards and invoices. (Manufacturer: HP, Epson, or similar)
Key Card Encoders: Electronic devices used to encode and manage key cards.
(Manufacturer: Onity, Saflok, or similar)
Software Applications
Guest Service Software: Software used to manage guest requests, preferences, and loyalty
programs. (Manufacturer: Guestware, Knowcross, or similar)
Revenue Management Software: Software used to analyze and optimize hotel revenue.
(Manufacturer: IDeaS, RevPAR, or similar)
Customer Relationship Management (CRM) Software: Software used to manage guest
interactions, preferences, and loyalty programs. (Manufacturer: Salesforce, Zoho, or similar)
Other Equipment
Computers and Laptops: Used for various tasks, such as checking guests in and out,
managing room inventory, and processing transactions.
Barcode Scanners: Used to scan guest registration cards, room keys, and other documents.
Paper Shredders: Used to securely dispose of confidential documents

⦁ Task performed by trainees in each section – skills

required, developed & knowledge gained.

Task Performed by Trainees in Each Section of the Front Office

Reception Section
Task Performed: Handling guest check-ins, check-outs, and room assignments.
Skills Required: Communication, problem-solving, attention to detail.
Skills Developed: Guest service skills, time management, multitasking.
Knowledge Gained: Hotel policies, room inventory, guest information.
Concierge Section
Task Performed: Providing guests with information, making recommendations, and
arranging services.
Skills Required: Communication, problem-solving, local knowledge.
Skills Developed: Guest service skills, sales and marketing, time management.
Knowledge Gained: Local attractions, events, and activities, hotel services and amenities.
Bell Desk Section
Task Performed: Handling guest luggage, transportation, and other requests.
Skills Required: Physical stamina, communication, problem-solving.
Skills Developed: Guest service skills, time management, teamwork.
Knowledge Gained: Hotel layout, guest services, transportation options.
Night Audit Section
Task Performed: Reviewing the day's transactions, reconciling accounts, and preparing
reports.
Skills Required: Attention to detail, analytical skills, accounting knowledge.
Skills Developed: Accounting skills, analytical skills, time management.
Knowledge Gained: Hotel accounting procedures, financial reports, night audit procedures.
Training Benefits
Practical Experience: Trainees gain hands-on experience in each section of the Front Office.
Skill Development: Trainees develop essential skills, such as communication, problem-
solving, and time management.
Knowledge Acquisition: Trainees gain knowledge of hotel policies, procedures, and services.
Career Advancement: Trainees can progress to supervisory or management roles within the
Front Office.

⦁ Situation handling / special observations.

Situation Handling and Special Observations in the Front Office

Situation Handling
Guest Complaints: Remain calm, listen attentively, and resolve the issue promptly.
Emergency Situations: Follow established emergency procedures, such as evacuating the
building in case of a fire.
Lost or Stolen Items: Assist guests in locating lost items, and follow hotel procedures for
handling stolen items.
Guest Disputes: Remain neutral, listen to both parties, and resolve the dispute fairly.
Special Observations
Guest Preferences: Note guest preferences, such as room type, location, and amenities.
Guest Loyalty: Recognize and reward loyal guests with special perks and services.
Cultural Differences: Be sensitive to cultural differences and adapt to guest needs
accordingly.
Guest Safety: Ensure guest safety by following hotel security procedures and reporting any
suspicious activity.
Key Principles
Guest Satisfaction: Prioritize guest satisfaction and strive to exceed expectations.
Professionalism: Maintain a professional demeanor and provide courteous service.
Attention to Detail: Pay attention to details, such as guest preferences and special requests.
Teamwork: Collaborate with other departments to ensure seamless service delivery.
Benefits
Enhanced Guest Experience: Effective situation handling and special observations lead to a
positive guest experience.
Increased Guest Loyalty: Recognizing and rewarding loyal guests fosters loyalty and repeat
business.
Improved Staff Performance: Providing guidance on situation handling and special
observations enhances staff performance and confidence.
Positive Word-of-Mouth: Satisfied guests are more likely to share their positive experiences
with others.
⦁ Suggestions for improvement

Operational Improvements
Streamline Check-in/Check-out Processes: Implement a mobile check-in/check-out system
to reduce wait times and enhance the guest experience.
Implement a Task Management System: Use a task management system to assign and track
tasks, ensuring that all tasks are completed efficiently and effectively.
Enhance Staff Training: Provide regular training sessions to ensure that staff are
knowledgeable about hotel services, policies, and procedures.
Technology Upgrades
Upgrade Property Management System (PMS): Implement a cloud-based PMS to improve
efficiency, reduce errors, and enhance the guest experience.
Implement a Guest Service Platform: Use a guest service platform to provide guests with a
personalized experience, including customized offers and services.
Use Mobile Technology: Implement mobile technology, such as tablets and smartphones, to
enhance staff efficiency and provide guests with a more personalized experience.
Service Enhancements
Personalized Guest Service: Train staff to provide personalized service, including customized
offers and services.
Enhance Guest Communication: Implement a guest communication system to keep guests
informed about hotel services, events, and activities.
Improve Guest Feedback Mechanisms: Implement a guest feedback system to collect
feedback and use it to improve hotel services and operations.
Staff Development
Provide Ongoing Training: Provide regular training sessions to ensure that staff are
knowledgeable about hotel services, policies, and procedures.
Encourage Staff Empowerment: Empower staff to make decisions and take actions to
enhance the guest experience.
Recognize and Reward Staff: Recognize and reward staff for providing excellent service and
contributing to the hotel's success.
⦁ For each section or procedure attach forms / slips / reports
generated.

Forms, Slips, and Reports Generated for Each Section or Procedure in the
Front Office
Reception Section
Guest Registration Card: A card completed by guests during check-in, containing their
personal and contact information.
Room Assignment Slip: A slip generated during check-in, indicating the room assigned to the
guest.
Check-in Report: A report generated daily, summarizing the number of guests checked in
and the rooms assigned.
Concierge Section
Guest Request Form: A form completed by guests to request services, such as restaurant
reservations or tour bookings.
Concierge Service Report: A report generated daily, summarizing the services provided to
guests.
Local Information Sheet: A sheet providing guests with information on local attractions,
events, and activities.
Bell Desk Section
Luggage Storage Slip: A slip generated when guests store their luggage, indicating the
luggage stored and the guest's contact information.
Transportation Request Form: A form completed by guests to request transportation
services, such as taxi bookings.
Bell Desk Report: A report generated daily, summarizing the services provided to guests.
Night Audit Section
Night Audit Report: A report generated nightly, summarizing the day's transactions,
including room sales, food and beverage sales, and other revenue.
Guest Account Statement: A statement generated for each guest, summarizing their charges
and payments.
Room Inventory Report: A report generated nightly, summarizing the room inventory,
including occupied rooms, vacant rooms, and rooms out of order.
Other Reports
Front Office Daily Report: A report generated daily, summarizing the front office operations,
including guest arrivals, departures, and room assignments.
Guest Feedback Report: A report generated regularly, summarizing guest feedback and
suggestions.
Staff Performance Report: A report generated regularly, evaluating staff performance and
providing feedback.

⦁ Trainees may also attach pictures / brochures etc.

Visual Aids and Supporting Materials

Trainees can include pictures, brochures, and other visual aids to support their training
materials and provide a more comprehensive understanding of the Front Office operations.
Examples of Visual Aids
Hotel Brochures: Include brochures that showcase the hotel's amenities, services, and
rooms.
Front Office Layout: Attach a diagram or picture of the Front Office layout, highlighting the
reception, concierge, and bell desk areas.
Room Key Cards: Include pictures or samples of room key cards, highlighting the different
types of keys and their uses.
Guest Room Photos: Attach photos of guest rooms, showcasing the different room types
and amenities.
Hotel Amenities: Include pictures or brochures of hotel amenities, such as the fitness center,
spa, or restaurant.
Benefits of Visual Aids
Enhanced Understanding: Visual aids can help trainees better understand complex concepts
and procedures.
Improved Retention: Visual aids can aid in memory retention, making it easier for trainees
to recall information.
Increased Engagement: Visual aids can make training materials more engaging and
interactive, reducing the risk of trainee boredom or disinterest.
By incorporating visual aids and supporting materials, trainees can create a more
comprehensive and engaging training program that prepares them for success in the Front
Office.
Areas to be covered
⦁ Reservation
⦁ Reception
⦁ Bell desk
⦁ Cashier /Business Centre / Airport Rep

Comprehensive Coverage of Front Office Areas

To ensure a thorough understanding of Front Office operations, the following areas should
be covered:
Reservation
Reservation Policies: Understand hotel reservation policies, including room types, rates, and
cancellation procedures.
Reservation Procedures: Learn how to take reservations, including handling inquiries,
booking rooms, and confirming reservations.
Reservation Systems: Familiarize yourself with reservation systems, including manual and
computerized systems.
Reception
Check-in/Check-out Procedures: Understand the procedures for checking guests in and out,
including handling room assignments, keys, and payments.
Guest Registration: Learn how to complete guest registration cards, including collecting
guest information and handling payments.
Reception Operations: Familiarize yourself with reception operations, including handling
guest inquiries, resolving complaints, and providing information.
Bell Desk
Luggage Handling: Understand the procedures for handling guest luggage, including storing,
retrieving, and transporting luggage.
Transportation Services: Learn how to arrange transportation services for guests, including
taxis, shuttles, and car rentals.
Bell Desk Operations: Familiarize yourself with bell desk operations, including handling guest
requests, providing information, and assisting with luggage.
Cashier/Business Centre/Airport Rep
Cash Handling: Understand the procedures for handling cash, including processing
payments, handling refunds, and balancing cash registers.
Business Centre Operations: Learn how to operate business centre equipment, including
printers, scanners, and fax machines.
Airport Representation: Familiarize yourself with airport representation procedures,
including meeting and greeting guests, handling luggage, and providing transportation
services.
By covering these areas, you'll gain a comprehensive understanding of Front Office
operations and be equipped to provide exceptional service to guests.
 [Link]

⦁ Acknowledgement
Acknowledgement of Housekeeping
Importance of Housekeeping
Housekeeping plays a crucial role in maintaining the cleanliness, organization, and overall
appearance of the hotel. The housekeeping department is responsible for ensuring that all
guest rooms, public areas, and back-of-house areas are clean, tidy, and well-maintained.
Key Housekeeping Tasks
Cleaning Guest Rooms: Cleaning and preparing guest rooms for new arrivals, including
changing linens, cleaning bathrooms, and restocking amenities.
Maintaining Public Areas: Cleaning and maintaining public areas, including the lobby,
corridors, and restrooms.
Laundry Services: Providing laundry services for guests, including washing, drying, and
pressing clothes.
Linens and Uniforms: Managing the inventory of linens and uniforms, ensuring that they are
clean, ironed, and available as needed.
Communication with Housekeeping
Room Status Reports: Receiving room status reports from housekeeping, indicating which
rooms are clean, dirty, or out of order.
Guest Requests: Communicating guest requests to housekeeping, such as extra towels or
pillows.
Maintenance Issues: Reporting maintenance issues to housekeeping, such as leaky faucets
or broken air conditioning units.
Interdependence with Front Office
Room Allocation: Working with housekeeping to allocate clean rooms to guests.
Guest Services: Providing guest services, such as extra towels or amenities, in collaboration
with housekeeping.
Room Maintenance: Reporting room maintenance issues to housekeeping, ensuring that
rooms are properly maintained and repaired.
By acknowledging the important role of housekeeping, we can ensure a seamless and
efficient operation that provides exceptional service to our guests.
⦁ Introduction
Housekeeping is a vital department within the hospitality industry, responsible for
maintaining the cleanliness, organization, and overall appearance of the hotel. The
housekeeping department plays a crucial role in ensuring that guests have a comfortable
and enjoyable stay.
Objectives of Housekeeping
Maintain Cleanliness and Hygiene: Ensure that all areas of the hotel, including guest rooms,
public areas, and back-of-house areas, are clean and hygienic.
Provide Excellent Guest Service: Provide guests with a clean and comfortable environment,
exceeding their expectations and ensuring a memorable stay.
Maintain Hotel Assets: Protect and maintain hotel assets, including furniture, fixtures, and
equipment.
Scope of Housekeeping
Guest Rooms: Clean and prepare guest rooms, including changing linens, cleaning
bathrooms, and restocking amenities.
Public Areas: Clean and maintain public areas, including the lobby, corridors, and restrooms.
Importance of Housekeeping
Guest Satisfaction: Housekeeping plays a critical role in ensuring guest satisfaction and
loyalty.
Hotel Reputation: The cleanliness and appearance of the hotel can significantly impact its
reputation and appeal to potential guests.
Revenue Generation: Efficient housekeeping operations can help reduce costs and generate
revenue through improved guest satisfaction and loyalty.
Key Housekeeping Roles
Housekeeping Manager: Oversees the housekeeping department, ensuring that all areas of
the hotel are clean and well-maintained.
Housekeeping Supervisors: Supervise housekeeping staff, ensuring that guest rooms and
public areas are clean and prepared to hotel standards.
Housekeeping Staff: Responsible for cleaning and preparing guest rooms, public areas, and
back-of-house areas.
By understanding the importance and scope of housekeeping, we can appreciate the critical
role it plays in ensuring a comfortable and enjoyable stay for hotel guests.
⦁ Housekeeping
Definition
Location in the hotel No. Of rooms
Types of rooms Color schemes used
Various suites, their names, specialties with regards to their names
etc.

Housekeeping: Rooms and Suites

Definition of Housekeeping
Housekeeping refers to the department within a hotel responsible for maintaining the
cleanliness, organization, and overall appearance of the hotel's guest rooms, public areas,
and back-of-house areas.
Location in the Hotel
The housekeeping department is typically located on a designated floor or area of the hotel,
with easy access to guest rooms, linen rooms, and other support areas.
Number of Rooms
The number of rooms in a hotel can vary greatly, ranging from a small boutique hotel with
20-50 rooms to a large resort hotel with 500-1000 rooms or more.
Types of Rooms
Single Room: A room designed for one person, typically with a single bed.
Double Room: A room designed for two people, typically with two single beds or one double
bed.
Twin Room: A room with two single beds.
Suite: A luxurious room with a separate living area, often with additional amenities.
Accessible Room: A room designed for guests with disabilities, with features such as
wheelchair accessibility and grab bars.
Color Schemes Used
Hotel room color schemes can vary depending on the hotel's brand and style, but common
color schemes include:
Neutral: Calming colors such as beige, cream, and pale gray.
Bold: Vibrant colors such as red, orange, and yellow.
Nature-Inspired: Earthy colors such as green, blue, and brown.
Various Suites and Their Names
Presidential Suite: A luxurious suite often located on the top floor, with expansive views and
high-end amenities.
Executive Suite: A suite designed for business travelers, often with a separate living area and
workspace.
Honeymoon Suite: A romantic suite often with a private balcony and luxurious amenities.
Junior Suite: A smaller suite with a separate living area, often with a sofa bed.
Penthouse Suite: A luxurious suite located on the top floor, often with panoramic views and
high-end amenities.
Specialties with Regards to Suite Names
Themed Suites: Suites decorated with a specific theme, such as a movie or music theme.
Celebrity Suites: Suites named after famous celebrities, often with memorabilia and
personalized touches.
Luxury Suites: Suites with high-end amenities, such as private pools and outdoor kitchens.
Family Suites: Suites designed for families, often with separate bedrooms and living areas.

⦁ Housekeeping organization & hierarchy

Housekeeping Department
The housekeeping department is responsible for maintaining the cleanliness, organization,
and overall appearance of the hotel. The department is typically led by a housekeeping
manager and consists of several teams and roles.
Housekeeping Hierarchy
Housekeeping Manager: Oversees the entire housekeeping department, responsible for
setting standards, managing budgets, and ensuring excellent guest service.
Assistant Housekeeping Manager: Assists the housekeeping manager, oversees daily
operations, and provides support to the housekeeping team.
Housekeeping Supervisors: Supervise housekeeping staff, ensure rooms are cleaned to
standard, and provide guidance and support as needed.
Housekeeping Staff: Responsible for cleaning and preparing guest rooms, public areas, and
back-of-house areas.
Laundry Staff: Responsible for washing, drying, and folding linen and uniforms.
Public Area Cleaners: Responsible for cleaning and maintaining public areas, including the
lobby, corridors, and restrooms.
Housekeeping Teams
Room Attendants: Responsible for cleaning and preparing guest rooms.
Public Area Team: Responsible for cleaning and maintaining public areas.
Laundry Team: Responsible for washing, drying, and folding linen and uniforms.
Floor Supervisors: Supervise room attendants, ensure rooms are cleaned to standard, and
provide guidance and support as needed.
Key Responsibilities
Cleaning and Maintenance: Ensure all areas of the hotel are clean and well-maintained.
Guest Service: Provide excellent guest service, respond to guest requests and complaints.
Inventory Management: Manage linen, amenities, and cleaning supplies.
Budgeting and Cost Control: Manage budgets, control costs, and optimize resources.
Communication and Coordination
Inter-Departmental Communication: Communicate with other departments, such as front
office, food and beverage, and maintenance.
Team Meetings: Hold regular team meetings to discuss operations, share best practices, and
address concerns.
Guest Feedback: Collect and respond to guest feedback, use feedback to improve
operations and guest service.
⦁ Duties and responsibilities of
Executive house keeper Asst. Housekeeper
Senior supervisors – floors & public areas
Supervisors
Room boys Housemen, etc.

Duties and Responsibilities of Housekeeping Staff

Executive Housekeeper
Overall Responsibility: Oversees the entire housekeeping department, ensuring high
standards of cleanliness, maintenance, and guest satisfaction.
Budgeting and Cost Control: Prepares and manages the housekeeping budget, controls
costs, and optimizes resources.
Staff Management: Recruits, trains, and supervises housekeeping staff, ensuring adequate
staffing levels and effective performance.
Quality Control: Conducts regular inspections to ensure high standards of cleanliness and
maintenance.
Guest Satisfaction: Responds to guest complaints and feedback, implementing corrective
actions to improve guest satisfaction.
Assistant Housekeeper
Supports Executive Housekeeper: Assists the executive housekeeper in overseeing the
housekeeping department.
Floor Supervision: Supervises housekeeping staff on assigned floors, ensuring rooms are
cleaned to standard.
Inventory Management: Assists with managing linen, amenities, and cleaning supplies.
Staff Training: Trains new housekeeping staff members and provides ongoing training and
support.
Quality Control: Conducts regular inspections to ensure high standards of cleanliness and
maintenance.
Senior Supervisors – Floors & Public Areas
Floor Supervision: Supervises housekeeping staff on assigned floors, ensuring rooms are
cleaned to standard.
Public Area Maintenance: Oversees the maintenance and cleanliness of public areas,
including the lobby, corridors, and restrooms.
Staff Supervision: Supervises and trains housekeeping staff members, providing guidance
and support as needed.
Quality Control: Conducts regular inspections to ensure high standards of cleanliness and
maintenance.
Guest Satisfaction: Responds to guest complaints and feedback, implementing corrective
actions to improve guest satisfaction.
Supervisors
Staff Supervision: Supervises and trains housekeeping staff members, providing guidance
and support as needed.
Floor Maintenance: Oversees the maintenance and cleanliness of assigned floors.
Quality Control: Conducts regular inspections to ensure high standards of cleanliness and
maintenance.
Inventory Management: Assists with managing linen, amenities, and cleaning supplies.
Guest Satisfaction: Responds to guest complaints and feedback, implementing corrective
actions to improve guest satisfaction.
Room Boys/Room Attendants
Room Cleaning: Cleans and prepares guest rooms to hotel standards.
Linen and Amenities: Replenishes linen and amenities in guest rooms.
Trash Removal: Removes trash and recyclables from guest rooms.
Guest Requests: Responds to guest requests for extra towels, blankets, and other amenities.
Maintenance Reporting: Reports maintenance issues and repairs needed in guest rooms.
Housemen
Public Area Cleaning: Cleans and maintains public areas, including the lobby, corridors, and
restrooms.
Trash Removal: Removes trash and recyclables from public areas.
Floor Maintenance: Maintains the cleanliness and appearance of floors in public areas.
Guest Requests: Responds to guest requests for assistance with luggage, directions, and
other needs.
Maintenance Reporting: Reports maintenance issues and repairs needed in public areas.
Other Housekeeping Staff
Laundry Staff: Washes, dries, and folds linen and uniforms.
Linen Room Attendants: Maintains the linen room, ensuring adequate supplies of linen and
amenities.
Janitorial Staff: Cleans and maintains back-of-house areas, including the kitchen, laundry,
and storage areas.

⦁ Layout/ floor plan of housekeeping

The housekeeping department's layout and floor plan play a crucial role in ensuring efficient
operations, effective communication, and excellent guest service. Here's an overview of a
typical housekeeping layout and floor plan:
Housekeeping Office
Location: Typically located near the guest room floors or in a designated administrative
area.
Features: Office space for housekeeping management and staff, including desks, filing
cabinets, and communication equipment.
Linen Room
Location: Typically located near the guest room floors or in a designated laundry area.
Features: Storage space for linen, towels, and other textiles, including shelving, cabinets,
and laundry equipment.
Laundry Room
Location: Typically located in a designated laundry area, often on a lower level or at the rear
of the hotel.
Features: Laundry equipment, including washers, dryers, and ironing equipment, as well as
storage space for laundry supplies.
Housekeeping Cart Storage
Location: Typically located near the guest room floors or in a designated storage area.
Features: Storage space for housekeeping carts, including shelves, cabinets, and secure
storage for cleaning supplies and equipment.
Janitor's Closet
Location: Typically located on each guest room floor or in a designated area.
Features: Storage space for cleaning supplies, equipment, and linens, as well as a sink and
possibly a washer and dryer.
Floor Pantry
Location: Typically located on each guest room floor.
Features: Storage space for linens, towels, and other guest amenities, as well as a sink and
possibly a microwave or refrigerator.
Housekeeping Staff Rooms
Location: Typically located near the housekeeping office or in a designated staff area.
Features: Locker rooms, break rooms, and possibly training rooms for housekeeping staff.
Communication and Technology
Housekeeping Software: Computerized systems for managing housekeeping operations,201
including room assignments, linen inventory, and staff scheduling.
Two-Way Radios: Communication devices for housekeeping staff to stay in touch with each
other and with other hotel departments.
Smartphones and Tablets: Mobile devices for housekeeping staff to access hotel systems,
receive assignments, and communicate with guests and other staff members.
A well-designed housekeeping layout and floor plan can improve operational efficiency,
enhance guest satisfaction, and support the overall success of the hotel.

⦁ Procedure & functions performed at various sections

in various shifts
Housekeeping Procedures and Functions by Section and Shift
Morning Shift (7:00 am - 3:00 pm)
Room Attendants:
Room Cleaning: Clean and prepare guest rooms, including making beds, cleaning
bathrooms, and replenishing amenities.
Linen and Towel Replenishment: Replenish linen and towels in guest rooms.
Trash Removal: Remove trash and recyclables from guest rooms.
Housekeeping Supervisors:
Room Assignments: Assign rooms to room attendants and monitor progress.
Quality Control: Conduct quality control checks to ensure rooms meet hotel standards.
Staff Supervision: Supervise and support room attendants.
Laundry Staff:
Laundry Processing: Wash, dry, and fold linen and uniforms.
Linen Distribution: Distribute clean linen to guest rooms and public areas.
Afternoon Shift (3:00 pm - 11:00 pm)
Room Attendants:
Turn-Down Service: Provide turn-down service, including tidying guest rooms and
replenishing amenities.
Turndown and Evening Preparation: Prepare guest rooms for the evening, including drawing
curtains and turning down beds.
Housekeeping Supervisors:
Evening Quality Control: Conduct quality control checks to ensure rooms meet hotel
standards.
Staff Supervision: Supervise and support room attendants.
Guest Requests: Respond to guest requests for extra towels, blankets, and other amenities.
Laundry Staff:
Laundry Processing: Continue processing laundry, including washing, drying, and folding.
Linen Preparation: Prepare linen for the next day, including folding and storing.
Night Shift (11:00 pm - 7:00 am)
Night Porters:
Public Area Cleaning: Clean and maintain public areas, including the lobby, corridors, and
restrooms.
Trash Removal: Remove trash and recyclables from public areas.
Guest Requests: Respond to guest requests for assistance with luggage, directions, and
other needs.
Laundry Staff:
Laundry Processing: Continue processing laundry, including washing, drying, and folding.
Linen Preparation: Prepare linen for the next day, including folding and storing.
By following these procedures and functions, the housekeeping team can ensure a clean,
comfortable, and safe environment for hotel guests.
⦁ Equipment used: Heavy duty – manufacturer of special
equipment
Cleaning agents used (item, manufacturers, cost, use) Various
guest supplies- their costs
Room supplies used – bed sheets, blankets, pillows – their
cost, size

Housekeeping Equipment, Cleaning Agents, and Supplies

Heavy-Duty Equipment:
Industrial Vacuum Cleaners: Manufacturers: Nilfisk, Tennant, and Karcher. Cost: ₹50,000 -
₹200,000.
Floor Scrubbers: Manufacturers: Tennant, Nilfisk, and IPC. Cost: ₹30,000 - ₹150,000.
Carpet Extractors: Manufacturers: Karcher, Tennant, and Nilfisk. Cost: ₹20,000 - ₹100,000.
Cleaning Agents:
All-Purpose Cleaners:
Item: Fantasik, Mr. Muscle
Manufacturer: Reckitt Benckiser, SC Johnson
Cost: ₹50 - ₹200 per liter
Use: Cleaning surfaces, sinks, and mirrors
Glass Cleaners:
Item: Windex, Glass Plus
Manufacturer: SC Johnson, Reckitt Benckiser
Cost: ₹50 - ₹200 per liter
Use: Cleaning glass surfaces, windows, and mirrors
Disinfectants:
Item: Dettol, Lysol
Manufacturer: Reckitt Benckiser, SC Johnson
Cost: ₹50 - ₹200 per liter
Use: Disinfecting surfaces, sinks, and toilets
Guest Supplies:
Toiletries:
Item: Soap, shampoo, conditioner, toothbrush, toothpaste
Manufacturer: Various (e.g., Hindustan Unilever, Procter & Gamble)
Cost: ₹50 - ₹200 per set
Linens:
Item: Towels, bed sheets, blankets
Manufacturer: Various (e.g., Welspun, Trident)
Cost: ₹50 - ₹500 per item
Amenities:
Item: Tea, coffee, sugar, creamer
Manufacturer: Various (e.g., Tata Tea, Nescafe)
Cost: ₹20 - ₹100 per packet
Room Supplies:
Bed Sheets:
Size: Single (150x200 cm), Double (200x200 cm)
Manufacturer: Various (e.g., Welspun, Trident)
Cost: ₹50 - ₹200 per sheet
Blankets:
Size: Single (150x200 cm), Double (200x200 cm)
Manufacturer: Various (e.g., Welspun, Trident)
Cost: ₹100 - ₹500 per blanket
Pillows:
Size: Standard (45x70 cm)
Manufacturer: Various (e.g., Kurlon, Sleepwell)
Cost: ₹50 - ₹200 per pillow
⦁ Training schedule
Housekeeping Training Schedule
Induction Training (Day 1-3)
Introduction to Hotel and Housekeeping Department: Overview of hotel policies,
procedures, and housekeeping standards.
Role and Responsibilities: Explanation of job duties, expectations, and performance
standards.
Hotel Facilities and Layout: Familiarization with hotel facilities, including guest rooms, public
areas, and back-of-house areas.
Technical Training (Day 4-7)
Cleaning Techniques and Procedures: Hands-on training on cleaning methods, including
dusting, polishing, and sanitizing.
Laundry Operations: Training on laundry procedures, including washing, drying, and folding.
Use of Cleaning Equipment and Chemicals: Instruction on the safe use of cleaning
equipment and chemicals.
On-the-Job Training (Day 8-14)
Room Cleaning and Preparation: Hands-on training on cleaning and preparing guest rooms.
Public Area Cleaning and Maintenance: Training on cleaning and maintaining public areas,
including the lobby, corridors, and restrooms.
Laundry and Linen Management: On-the-job training on laundry and linen management
procedures.
Soft Skills Training (Day 15-21)
Guest Service and Communication: Training on providing excellent guest service, including
communication skills and conflict resolution.
Teamwork and Time Management: Instruction on the importance of teamwork, time
management, and prioritization.
Safety and Security Procedures: Training on hotel safety and security procedures, including
emergency response plans.
Refresher Training (Monthly/Quarterly)
Review of Hotel Policies and Procedures: Refresher training on hotel policies and
procedures.
Update on New Equipment and Chemicals: Training on new cleaning equipment and
chemicals.
Guest Service and Quality Control: Refresher training on guest service standards and quality
control procedures.
Evaluation and Feedback
Performance Evaluations: Regular performance evaluations to assess trainee progress and
identify areas for improvement.
Feedback and Coaching: Ongoing feedback and coaching to support trainee development
and improvement.

⦁ Tasks performed by trainees at each section (in

order of the training schedule) Skills developed
Special observations Situation handling

Trainee Tasks, Skills, and Observations by Section

Induction Training (Day 1-3)
Tasks:
Hotel Tour: Familiarize themselves with hotel facilities and layout.
Departmental Introduction: Meet with housekeeping team members and understand their
roles.
Policy and Procedure Review: Review hotel policies and procedures.
Skills Developed:
Observation: Develop observation skills to identify hotel facilities and layout.
Communication: Develop communication skills to interact with team members.
Adaptability: Develop adaptability skills to adjust to new environment.
Special Observations:
Attention to Detail: Observe trainees' attention to detail during hotel tour.
Teamwork: Observe trainees' ability to work with team members.
Situation Handling:
Emergency Response: Trainees learn basic emergency response procedures.
Guest Inquiry: Trainees learn to respond to basic guest inquiries.
Technical Training (Day 4-7)
Tasks:
Cleaning Techniques: Practice cleaning techniques, including dusting, polishing, and
sanitizing.
Laundry Operations: Assist with laundry operations, including washing, drying, and folding.
Equipment Handling: Learn to operate cleaning equipment safely.
Skills Developed:
Technical: Develop technical skills in cleaning and laundry operations.
Safety Awareness: Develop safety awareness skills when handling equipment.
Time Management: Develop time management skills to complete tasks efficiently.
Special Observations:
Manual Dexterity: Observe trainees' manual dexterity when handling equipment.
Attention to Detail: Observe trainees' attention to detail when cleaning.
Situation Handling:
Equipment Malfunction: Trainees learn to respond to equipment malfunctions.
Cleaning Challenges: Trainees learn to address cleaning challenges, such as stubborn stains.
On-the-Job Training (Day 8-14)
Tasks:
Room Cleaning: Assist with cleaning guest rooms.
Public Area Cleaning: Assist with cleaning public areas.
Laundry and Linen Management: Assist with laundry and linen management.
Skills Developed:
Practical Application: Develop practical skills in room cleaning, public area cleaning, and
laundry operations.
Problem-Solving: Develop problem-solving skills to address cleaning challenges.
Teamwork: Develop teamwork skills to work with other housekeeping staff.
Special Observations:
Work Pace: Observe trainees' work pace and efficiency.
Attention to Detail: Observe trainees' attention to detail in cleaning.
Situation Handling:
Guest Complaint: Trainees learn to respond to guest complaints.
Room Preparation: Trainees learn to prepare rooms for guest arrival.
Soft Skills Training (Day 15-21)
Tasks:
Guest Service: Practice providing excellent guest service.
Communication: Practice effective communication skills.
Teamwork: Practice teamwork skills to work with other departments.
Skills Developed:
Interpersonal: Develop interpersonal skills to interact with guests and team members.
Communication: Develop effective communication skills to respond to guest inquiries.
Adaptability: Develop adaptability skills to adjust to changing situations.
Special Observations:
Body Language: Observe trainees' body language when interacting with guests.
Tone and Language: Observe trainees' tone and language when communicating with guests.
Situation Handling:
Guest Request: Trainees learn to respond to guest requests.
Conflict Resolution: Trainees learn to resolve conflicts with guests.

⦁ Linen
Linen Management in Housekeeping
Types of Linen:
Bed Linen: Sheets, pillowcases, blankets, and bedspreads.
Bath Linen: Towels, washcloths, and bath mats.
Table Linen: Tablecloths, napkins, and placemats.
Linen Management Procedures:
Linen Inventory: Maintain accurate inventory of linen stock.
Linen Issuance: Issue linen to guest rooms and public areas as needed.
Linen Collection: Collect soiled linen from guest rooms and public areas.
Linen Washing and Drying: Wash and dry linen according to manufacturer's instructions.
Linen Folding and Storage: Fold and store clean linen in designated areas.
Linen Quality and Standards:
Thread Count: Ensure bed linen has a minimum thread count of 200.
Fabric Quality: Ensure bath linen is made of absorbent and durable fabric.
Whiteness and Brightness: Ensure linen is white and bright, without any stains or
discoloration.
Linen Cost Control:
Linen Inventory Management: Maintain optimal linen inventory levels to minimize waste
and reduce costs.
Linen Washing and Drying: Implement energy-efficient washing and drying practices to
reduce utility costs.
Linen Replacement: Replace linen regularly to maintain quality and reduce replacement
costs.
Linen Supplier Selection:
Quality of Linen: Evaluate the quality of linen supplied, including thread count, fabric
quality, and whiteness.
Price and Cost: Compare prices and costs of different linen suppliers.
Delivery and Service: Evaluate the reliability and efficiency of linen delivery and service.
By implementing effective linen management procedures, hotels can maintain high-quality
linen, reduce costs, and enhance guest satisfaction.

⦁ Laundry

Laundry Operations in Housekeeping

Laundry Process:
Sorting: Sort soiled linen into different categories, such as whites, colors, and delicates.
Washing: Wash linen in accordance with manufacturer's instructions and hotel's laundry
procedures.
Drying: Dry linen using energy-efficient dryers or air drying methods.
Folding and Ironing: Fold and iron clean linen to ensure crisp, smooth finish.
Storage and Distribution: Store clean linen in designated areas and distribute to guest rooms
and public areas as needed.
Laundry Equipment:
Washing Machines: High-capacity washing machines with multiple cycles and temperature
controls.
Dryers: Energy-efficient dryers with multiple heat settings and moisture-sensing technology.
Ironing Equipment: Industrial-grade ironing equipment, including ironing boards, irons, and
steam generators.
Folding Machines: Automated folding machines for efficient folding and storage of clean
linen.
Laundry Chemicals:
Detergents: High-quality laundry detergents designed for commercial use.
Fabric Softeners: Fabric softeners to reduce static cling and improve fabric texture.
Stain Removers: Industrial-grade stain removers for tough stains and spots.
Whitening Agents: Whitening agents to maintain linen whiteness and brightness.
Laundry Safety and Security:
Personal Protective Equipment: Provide laundry staff with personal protective equipment,
including gloves, goggles, and masks.
Equipment Maintenance: Regularly maintain and inspect laundry equipment to prevent
accidents and ensure efficient operation.
Chemical Handling: Ensure safe handling and storage of laundry chemicals, including proper
labeling and ventilation.
Fire Safety: Implement fire safety measures, including fire extinguishers and emergency
evacuation procedures.
Laundry Quality Control:
Linen Inspection: Regularly inspect clean linen for quality, including whiteness, brightness,
and fabric texture.
Stain Removal: Ensure effective stain removal and prevention of re-depositing stains.
Folding and Ironing: Maintain high standards of folding and ironing, including crisp, smooth
finishes.
Guest Feedback: Monitor guest feedback and respond promptly to any laundry-related
concerns or complaints.
⦁ Suggestions for improvement of training

Suggestions for Improvement of Training

Training Program Structure:
Modular Training: Break down training into smaller, manageable modules to facilitate better
understanding and retention.
Hands-on Training: Incorporate more hands-on training activities to develop practical skills.
Real-Life Scenarios: Use real-life scenarios and case studies to illustrate key concepts and
practices.
Training Delivery:
Experienced Trainers: Ensure trainers have relevant experience and expertise in
housekeeping operations.
Interactive Training Methods: Incorporate interactive training methods, such as role-playing,
group discussions, and quizzes.
Visual Aids: Utilize visual aids, including videos, images, and diagrams, to support training.
Trainee Engagement:
Feedback Mechanism: Establish a feedback mechanism to allow trainees to provide input on
training effectiveness.
Recognition and Rewards: Recognize and reward trainees for achieving training milestones
and demonstrating excellent performance.
Mentorship Program: Establish a mentorship program to pair trainees with experienced
housekeeping staff.
Training Evaluation:
Assessment and Evaluation: Develop a comprehensive assessment and evaluation
framework to measure trainee knowledge and skills.
Training Effectiveness: Evaluate training effectiveness in improving job performance and
reducing errors.
Continuous Improvement: Continuously review and improve training programs based on
feedback, assessment, and evaluation results.
Technology Integration:
E-Learning Platforms: Utilize e-learning platforms to provide flexible and accessible training
options.
Virtual Reality Training: Explore the use of virtual reality training to simulate real-life
scenarios and enhance practical skills.
Mobile Apps: Develop mobile apps to provide trainees with easy access to training
materials, quizzes, and assessments.
By implementing these suggestions, the training program can be improved to better equip
housekeeping staff with the necessary knowledge, skills, and attitudes to provide excellent
service and maintain high standards of cleanliness and hygiene.

Areas to be covered
⦁ Floors
⦁ Public area
⦁ Linen / Laundry / Uniform room
⦁ HK Desk
⦁ Florist /HK Stores

Comprehensive Cleaning and Maintenance Checklist

Floors:
Sweeping and Mopping: Sweep and mop all floors, including corridors, lobbies, and guest
rooms.
Polishing: Polish floors to maintain shine and cleanliness.
Carpet Cleaning: Clean carpets regularly, including vacuuming and shampooing.
Tile and Grout Cleaning: Clean tile and grout to prevent dirt and stain buildup.
Public Areas:
Lobby and Reception: Clean and maintain the lobby and reception area, including dusting,
polishing, and vacuuming.
Corridors and Stairways: Clean and maintain corridors and stairways, including dusting,
polishing, and vacuuming.
Restrooms: Clean and maintain restrooms, including sanitizing, restocking, and refreshing.
Elevators: Clean and maintain elevators, including polishing and cleaning buttons and
panels.
Linen / Laundry / Uniform Room:
Linen Sorting and Folding: Sort and fold linen, including sheets, towels, and blankets.
Laundry Operations: Operate laundry equipment, including washers, dryers, and ironing
equipment.
Uniform Issuance and Cleaning: Issue and clean uniforms for housekeeping staff.
Inventory Management: Manage linen and laundry inventory, including tracking stock levels
and ordering supplies.
HK Desk:
Guest Room Assignments: Assign guest rooms and manage room keys.
Room Status Updates: Update room status, including cleaning, maintenance, and guest
occupancy.
Guest Requests and Complaints: Handle guest requests and complaints, including providing
extra towels, blankets, and other amenities.
Housekeeping Scheduling: Schedule housekeeping staff and manage workload.
Florist / HK Stores:
Flower Arrangements: Create and maintain flower arrangements for public areas and guest
rooms.
Plant Care: Care for plants in public areas and guest rooms.
Housekeeping Supply Storage: Store and manage housekeeping supplies, including cleaning
agents, paper products, and equipment.
Inventory Management: Manage inventory of housekeeping supplies, including tracking
stock levels and ordering supplies.
By covering these areas, the housekeeping team can ensure a clean, comfortable, and safe
environment for guests, while also maintaining high standards of cleanliness and hygiene
 [Link] PRODUCTION

⦁ Introduction
Food production refers to the process of transforming raw ingredients
into consumable food products, including meals, snacks, and beverages.
Objectives:
Quality and Safety: Produce high-quality, safe food that meets customer expectations and
regulatory requirements.
Efficiency and Productivity: Optimize food production processes to minimize waste, reduce
costs, and maximize productivity.
Customer Satisfaction: Provide food products that meet customer preferences, dietary
needs, and cultural expectations.
Key Components:
Menu Planning: Plan and develop menus that are appealing, nutritious, and profitable.
Ingredient Sourcing: Source high-quality ingredients from reputable suppliers.
Food Preparation: Prepare food using various cooking techniques, including roasting,
grilling, sautéing, and steaming.
Food Presentation: Present food in an appealing and visually attractive manner.
Food Safety and Hygiene: Maintain high standards of food safety and hygiene throughout
the food production process.
Food Production Methods:
Batch Cooking: Cook food in large batches to optimize efficiency and minimize waste.
À la Carte: Prepare food to order, allowing for customization and flexibility.
Buffet Service: Offer a variety of food options in a buffet-style setting.
Food Production Equipment:
Ovens and Stoves: Use ovens and stoves for cooking, roasting, and grilling.
Refrigeration and Freezing: Use refrigerators and freezers to store and preserve ingredients.
Food Processors and Mixers: Use food processors and mixers to prepare ingredients and mix
batter.
Food Production Team:
Executive Chef: Oversees food production operations and develops menus.
Sous Chefs: Assist the executive chef and supervise food preparation.
Cooking Staff: Prepare and cook food under the supervision of sous chefs.
Kitchen Porters: Assist with food preparation, cleaning, and waste management.
By understanding the fundamentals of food production, hospitality professionals can deliver
high-quality food products that meet customer expectations and drive business success.

* Kitchen

Kitchen Operations in Food Management

Kitchen Objectives:
Food Quality: Ensure high-quality food products that meet customer expectations.
Food Safety: Maintain high standards of food safety and hygiene throughout kitchen
operations.
Efficiency and Productivity: Optimize kitchen operations to minimize waste, reduce costs,
and maximize productivity.
Customer Satisfaction: Provide food products that meet customer preferences, dietary
needs, and cultural expectations.
Kitchen Organization:
Kitchen Hierarchy: Establish a clear kitchen hierarchy, including executive chef, sous chefs,
and cooking staff.
Job Descriptions: Define job descriptions and responsibilities for each kitchen staff member.
Communication: Foster open communication among kitchen staff to ensure seamless
operations.
Kitchen Operations:
Menu Planning: Plan and develop menus to meet customer preferences and dietary needs.
Food Preparation: Prepare ingredients, cook food, and plate dishes.
Food Presentation: Present food in an appealing and visually attractive manner.
Food Service: Serve food to customers in a timely and courteous manner.
Kitchen Control Systems:
Inventory Management: Manage inventory of ingredients, supplies, and equipment.
Portion Control: Implement portion control measures to minimize waste and reduce costs.
Food Cost Control: Monitor and control food costs to maintain profitability.
Quality Control: Implement quality control measures to ensure high-quality food products.
Kitchen Safety and Security:
Food Safety and Hygiene: Maintain high standards of food safety and hygiene throughout
kitchen operations.
Fire Safety: Implement fire safety measures, including fire extinguishers and emergency
evacuation procedures.
Slip, Trip, and Fall Prevention: Prevent slips, trips, and falls by maintaining clean and dry
floors.
Pest Control: Implement pest control measures to prevent infestations.
Kitchen Cleaning and Maintenance:
Daily Cleaning: Clean kitchen equipment, utensils, and surfaces daily.
Deep Cleaning: Perform deep cleaning tasks, including oven cleaning and refrigeration
maintenance.
Equipment Maintenance: Regularly maintain and repair kitchen equipment to prevent
breakdowns.
Waste Management: Implement effective waste management practices to minimize waste
and reduce environmental impact.

Satellite kitchens their sections

Satellite Kitchens: Sections and Operations

Definition:
A satellite kitchen is a smaller kitchen facility that supports the main kitchen by preparing
and storing food, reducing labor costs, and increasing efficiency.
Sections of a Satellite Kitchen:
Preparation Section: Prepares ingredients, including chopping, slicing, and dicing.
Cooking Section: Cooks food to a partially or fully cooked state, including grilling, roasting,
and steaming.
Plating Section: Plates and garnishes food for presentation.
Storage Section: Stores food, ingredients, and supplies, including refrigerators, freezers, and
dry storage.
Washing Section: Washes and sanitizes dishes, utensils, and equipment.
Operations of a Satellite Kitchen:
Food Preparation: Prepares food in advance, including sauces, soups, and ingredients.
Food Storage: Stores prepared food, ingredients, and supplies, including refrigeration and
freezing.
Food Reheating: Reheats prepared food to serving temperature.
Food Plating: Plates and garnishes food for presentation.
Waste Management: Manages waste, including food waste, packaging, and cleaning
supplies.
Benefits of Satellite Kitchens:
Increased Efficiency: Reduces labor costs and increases efficiency by preparing food in
advance.
Improved Food Quality: Ensures consistent food quality by preparing food in a controlled
environment.
Reduced Congestion: Reduces congestion in the main kitchen by preparing food in a
separate facility.
Enhanced Flexibility: Provides flexibility in menu planning and food preparation.
Challenges of Satellite Kitchens:
Logistical Challenges: Requires careful planning and coordination to ensure timely delivery
of food.
Food Safety Concerns: Requires strict adherence to food safety protocols to prevent
contamination.
Equipment and Maintenance: Requires regular maintenance and upkeep of equipment to
ensure efficient operation.
Staffing and Training: Requires trained staff to operate the satellite kitchen efficiently and
effectively.
. Kitchen organization
Structure Hierarchy

Kitchen Organization: Structure and Hierarchy

Kitchen Hierarchy:
Executive Chef: Head of the kitchen, responsible for menu planning, food quality, and
kitchen operations.
Sous Chef: Assists the executive chef, oversees kitchen operations, and manages kitchen
staff.
Chef de Partie: Station chef responsible for a specific section of the kitchen, such as sauces,
vegetables, or meats.
Demi-Chef de Partie: Assistant to the chef de partie, assists with food preparation and
plating.
Commis Chef: Junior chef who assists with food preparation, cleaning, and maintenance.
Kitchen Porter: Responsible for cleaning, maintenance, and waste management.
Kitchen Structure:
Hot Kitchen: Responsible for preparing hot food, including meats, vegetables, and sauces.
Cold Kitchen: Responsible for preparing cold food, including salads, desserts, and
sandwiches.
Pastry Kitchen: Responsible for preparing pastries, desserts, and baked goods.
Beverage Station: Responsible for preparing and serving beverages, including coffee, tea,
and cocktails.
Kitchen Departments:
Food Preparation: Responsible for preparing ingredients, including chopping, slicing, and
dicing.
Cooking: Responsible for cooking food, including grilling, roasting, and steaming.
Plating and Garnishing: Responsible for plating and garnishing food for presentation.
Cleaning and Maintenance: Responsible for cleaning and maintaining kitchen equipment,
utensils, and surfaces.
Communication and Coordination:
Kitchen Meetings: Regular meetings to discuss menu planning, food quality, and kitchen
operations.
Communication Boards: Boards used to communicate menu changes, special requests, and
kitchen updates.
Task Delegation: Clear delegation of tasks and responsibilities to ensure efficient kitchen
operations.
Quality Control: Regular quality control checks to ensure high-quality food and presentation

⦁ Training schedule (in order of training sequence

Training Schedule for Housekeeping and Food Production Staff

Induction Training (Day 1-3)
Introduction to Hotel Operations: Overview of hotel departments, policies, and procedures.
Housekeeping Department Overview: Introduction to housekeeping department, roles, and
responsibilities.
Food Production Department Overview: Introduction to food production department, roles,
and responsibilities.
Hotel Safety and Security Procedures: Familiarization with hotel emergency procedures,
including fire evacuation and first aid.
Technical Training (Day 4-7)
Housekeeping Procedures: Training on cleaning procedures, including room preparation,
linen changing, and bathroom cleaning.
Food Preparation and Cooking Techniques: Training on basic cooking techniques, including
knife skills, cooking methods, and food presentation.
Food Safety and Hygiene: Training on food safety and hygiene practices, including proper
handling, storage, and disposal of food.
Laundry Operations: Training on laundry procedures, including washing, drying, and folding.
On-the-Job Training (Day 8-14)
Housekeeping Room Cleaning: Practical training on cleaning guest rooms, including linen
changing, bathroom cleaning, and dusting.
Food Production Kitchen Training: Practical training in the kitchen, including food
preparation, cooking, and plating.
Laundry Operations Practical: Practical training on laundry operations, including washing,
drying, and folding.
Customer Service Training: Training on providing excellent customer service, including
communication skills and conflict resolution.
Soft Skills Training (Day 15-21)
Time Management and Organization: Training on effective time management and
organization skills.
Teamwork and Communication: Training on teamwork and communication skills, including
active listening and conflict resolution.
Problem-Solving and Decision-Making: Training on problem-solving and decision-making
skills, including critical thinking and creativity.
Adaptability and Flexibility: Training on adaptability and flexibility, including adjusting to
changing situations and priorities.
Assessment and Evaluation (Day 22)
Written Examination: Written exam to assess knowledge and understanding of
housekeeping and food production procedures.
Practical Assessment: Practical assessment to evaluate skills and competencies in
housekeeping and food production.
Feedback and Coaching: Feedback and coaching to improve performance and address areas
for improvement.
⦁ For each kitchen
The F & B outlet it is serving
Kind of food / menu prepared in the kitchen / recipes
Breakup of the tasks performed in each section / shift
Observations & recommendations
Equipment used – heavy duty, manufacturers, cost, etc.
Work procedures, interdepartmental
Records / formats maintained- forms /slips/ reports Stores/
purchases/ receiving
Indent sheet/issuing/stock cards etc.

Kitchen Operations and Management

Kitchen 1: Fine Dining Restaurant
F&B Outlet: Fine Dining Restaurant
Kind of Food/Menu: Contemporary cuisine with a focus on seasonal ingredients
Recipes: Complex dishes with multiple components, including sauces, garnishes, and
presentation
Task Breakup:
Morning Shift: Food preparation, mise en place, and setup
Evening Shift: Cooking, plating, and service
Observations and Recommendations:
Improve communication between kitchen staff and servers to enhance service efficiency
Implement a system for tracking food costs and inventory
Equipment Used:
Heavy-duty ovens, stoves, and refrigerators
Manufacturers: Hobart, Vulcan, and True
Cost: $100,000 - $200,000
Work Procedures and Interdepartmental Coordination:
Daily meetings with restaurant staff to discuss menu, specials, and service
Coordination with purchasing department for inventory management
Records and Formats Maintained:
Recipe books and menus
Inventory management spreadsheets
Food cost and labor cost reports
Kitchen 2: Banquet Kitchen
F&B Outlet: Banquet Hall
Kind of Food/Menu: Large-scale catering for events and functions
Recipes: Simple, yet flavorful dishes that can be produced in large quantities
Task Breakup:
Morning Shift: Food preparation, setup, and plating
Evening Shift: Service and cleanup
Observations and Recommendations:
Implement a system for tracking event details and menu preferences
Improve communication between kitchen staff and event coordinators
Equipment Used:
Large-capacity ovens, stoves, and refrigerators
Manufacturers: Hobart, Vulcan, and True
Cost: $150,000 - $300,000
Work Procedures and Interdepartmental Coordination:
Daily meetings with event coordinators to discuss event details and menu preferences
Coordination with purchasing department for inventory management
Records and Formats Maintained:
Event planning documents and menus
Inventory management spreadsheets
Food cost and labor cost reports
Kitchen 3: Room Service Kitchen
F&B Outlet: Room Service
Kind of Food/Menu: Simple, yet flavorful dishes that can be delivered to guest rooms
Recipes: Easy-to-prepare dishes that can be cooked in small quantities
Task Breakup:
Morning Shift: Food preparation and setup
Evening Shift: Service and cleanup
Observations and Recommendations:
Implement a system for tracking room service orders and delivery times
Improve communication between kitchen staff and room service attendants
Equipment Used:
Small-capacity ovens, stoves, and refrigerators
Manufacturers: Hobart, Vulcan, and True
Cost: $50,000 - $100,000
Work Procedures and Interdepartmental Coordination:
Daily meetings with room service attendants to discuss orders and delivery times
Coordination with purchasing department for inventory management
Records and Formats Maintained:
Room service menus and order forms
Inventory management spreadsheets
Food cost and labor cost reports
⦁ Stores
Stores in Food Production
Types of Stores:
Dry Goods Store: Stores dry goods, including canned goods, pasta, rice, and baking supplies.
Perishable Store: Stores perishable items, including meat, poultry, dairy products, fruits, and
vegetables.
Beverage Store: Stores beverages, including juices, sodas, wine, and other drinks.
Cleaning Supplies Store: Stores cleaning supplies, including chemicals, mops, and brooms.
Store Operations:
Receiving and Inspection: Receive and inspect goods, including food, beverages, and
supplies.
Storage and Inventory Management: Store goods in designated areas and manage inventory
levels.
Issuance and Control: Issue goods to departments and control usage.
Purchasing and Procurement: Purchase goods and supplies, including food, beverages, and
equipment.
Store Management:
Storekeeper: Responsible for receiving, storing, and issuing goods.
Assistant Storekeeper: Assists the storekeeper with receiving, storing, and issuing goods.
Inventory Clerk: Responsible for monitoring inventory levels, conducting stock takes, and
generating inventory reports.
Records and Formats:
Receiving Reports: Records of goods received, including date, time, and quantity.
Inventory Reports: Reports on inventory levels, usage, and costs.
Store Requisition Forms: Forms used to request goods from the store.
Goods Received Notes: Notes used to record goods received, including date, time, and
quantity.
Food Storage and Handling:
Food Storage: Store food in designated areas, including refrigerators, freezers, and dry
storage.
Food Handling: Handle food safely, including proper cleaning, sanitizing, and cooking
procedures.
Food Labeling: Label food with date, time, and contents to ensure proper rotation and
usage.
Pest Control and Sanitation:
Pest Control: Implement pest control measures, including traps, baits, and cleaning
procedures.
Sanitation: Maintain high standards of sanitation, including proper cleaning, sanitizing, and
waste disposal procedures.

⦁ Purchases

Purchases in Food Production

Purchasing Process:
Menu Planning: Plan menus and determine ingredient requirements.
Inventory Management: Check inventory levels and determine what needs to be ordered.
Supplier Selection: Select suppliers based on quality, price, and reliability.
Ordering: Place orders with suppliers, including specifying quantities, prices, and delivery
dates.
Receiving and Inspection: Receive and inspect goods, including checking for quality,
quantity, and damage.
Purchasing Methods:
Centralized Purchasing: Purchasing is done by a central purchasing department.
Decentralized Purchasing: Purchasing is done by individual departments or locations.
Just-in-Time (JIT) Purchasing: Purchasing is done just in time to meet demand, reducing
inventory levels.
Purchasing Documents:
Purchase Order (PO): A document that outlines the details of the purchase, including
quantity, price, and delivery date.
Invoice: A document that outlines the amount owed for the purchase.
Receipt: A document that confirms receipt of the goods.
Supplier Selection Criteria:
Quality: The quality of the ingredients or products.
Price: The price of the ingredients or products.
Reliability: The reliability of the supplier in terms of delivery and quality.
Service: The level of service provided by the supplier.
Purchasing Considerations:
Seasonality: Purchasing ingredients that are in season to reduce costs and improve quality.
Local Sourcing: Purchasing ingredients from local suppliers to reduce transportation costs
and support the local economy.
Sustainability: Purchasing ingredients that are sustainably sourced and produced.
Food Safety: Purchasing ingredients that meet food safety standards and regulations.

⦁ Receiving

Receiving in Food Production

Receiving Process:
Notification: Notify the receiving department of incoming deliveries.
Inspection: Inspect deliveries for damage, quality, and quantity.
Verification: Verify deliveries against purchase orders and invoices.
Storage: Store deliveries in designated areas, including refrigerators, freezers, and dry
storage.
Receiving Documents:
Delivery Note: A document that outlines the details of the delivery, including quantity,
quality, and damage.
Purchase Order (PO): A document that outlines the details of the purchase, including
quantity, price, and delivery date.
Invoice: A document that outlines the amount owed for the purchase.
Receiving Procedures:
Visual Inspection: Visually inspect deliveries for damage, quality, and quantity.
Weight and Quantity Check: Check the weight and quantity of deliveries against purchase
orders and invoices.
Temperature Check: Check the temperature of refrigerated and frozen deliveries.
Documentation: Document all deliveries, including damage, quality, and quantity issues.
Receiving Equipment:
Scales: Used to weigh deliveries.
Thermometers: Used to check the temperature of refrigerated and frozen deliveries.
Forklifts: Used to move deliveries to storage areas.
Pallet Jacks: Used to move deliveries to storage areas.
Receiving Staff:
Receiving Clerk: Responsible for inspecting, verifying, and storing deliveries.
Warehouse Manager: Responsible for overseeing receiving operations and managing
inventory.
Quality Control Manager: Responsible for ensuring the quality of deliveries.
Receiving Records:
Delivery Records: Records of all deliveries, including date, time, quantity, and quality.
Inventory Records: Records of inventory levels, including quantity, quality, and storage
location.
Damage and Quality Issue Records: Records of damage and quality issues with deliveries.

Areas to be covered
⦁ Main Kitchen

Main Kitchen Operations

Main Kitchen Layout:
Cooking Stations: Designated areas for cooking, including stoves, ovens, and grills.
Preparation Areas: Designated areas for food preparation, including countertops, sinks, and
utensils.
Storage Areas: Designated areas for storing ingredients, including refrigerators, freezers,
and dry storage.
Plating and Garnishing Area: Designated area for plating and garnishing dishes.
Main Kitchen Equipment:
Cooking Equipment: Stoves, ovens, grills, fryers, and microwaves.
Refrigeration Equipment: Walk-in refrigerators, reach-in refrigerators, and freezers.
Food Preparation Equipment: Mixers, blenders, food processors, and slicers.
Dishwashing Equipment: Dishwashers and utensil washers.
Main Kitchen Staff:
Executive Chef: Head of the kitchen, responsible for menu planning, food quality, and
kitchen operations.
Sous Chefs: Assist the executive chef, oversee kitchen operations, and manage kitchen staff.
Cooking Staff: Prepare and cook food under the supervision of sous chefs.
Kitchen Porters: Assist with food preparation, cleaning, and waste management.
Main Kitchen Operations:
Food Preparation: Prepare ingredients, including chopping, slicing, and dicing.
Cooking: Cook food to the correct temperature and texture.
Plating and Garnishing: Plate and garnish dishes for presentation.
Cleaning and Sanitation: Clean and sanitize kitchen equipment, utensils, and surfaces.
Main Kitchen Safety and Security:
Fire Safety: Implement fire safety measures, including fire extinguishers and emergency
evacuation procedures.
Food Safety and Hygiene: Maintain high standards of food safety and hygiene throughout
kitchen operations.
Slip, Trip, and Fall Prevention: Prevent slips, trips, and falls by maintaining clean and dry
floors.
Pest Control: Implement pest control measures to prevent infestations.
⦁ Garden Manager

Garden Manager: Roles and Responsibilities

Job Summary:
The Garden Manager is responsible for the overall management and maintenance of the
hotel's gardens, grounds, and landscaping. This includes ensuring the gardens are well-
manicured, safe, and visually appealing.
Key Responsibilities:
Garden Maintenance: Oversee the maintenance of gardens, including pruning, watering,
and fertilizing plants.
Landscaping: Design and implement landscaping plans to enhance the hotel's grounds and
gardens.
Staff Management: Supervise and train garden staff to ensure they are equipped to perform
their duties effectively.
Budgeting and Cost Control: Manage the garden budget, including purchasing supplies and
equipment.
Pest and Disease Control: Implement measures to prevent and control pests and diseases in
the gardens.
Safety and Security: Ensure the gardens and grounds are safe and secure for guests and
staff.
Sustainability: Implement sustainable gardening practices to minimize the hotel's
environmental impact.
Skills and Qualifications:
Horticultural Knowledge: Strong knowledge of horticulture, including plant care and
landscaping.
Leadership and Management: Proven leadership and management skills, including staff
supervision and budgeting.
Communication: Excellent communication skills, including written and verbal
communication.
Problem-Solving: Strong problem-solving skills, including the ability to think critically and
creatively.
Physical Ability: Ability to work in a physical environment, including lifting, bending, and
standing for long periods.
Education and Certification:
Degree in Horticulture or Related Field: Bachelor's degree in horticulture, landscape
architecture, or a related field.
Certifications: Certifications in horticulture, landscape architecture, or a related field.
Work Environment:
Outdoor Work: Work outdoors in various weather conditions, including heat, cold, and rain.
Physical Demands: Lift, bend, and stand for long periods.
Fast-Paced Environment: Work in a fast-paced environment, including meeting deadlines
and managing multiple tasks.

⦁ Butcher

Butcher: Roles and Responsibilities

Job Summary:
The Butcher is responsible for preparing and processing meat, poultry, and seafood for
cooking and presentation. This includes cutting, trimming, and packaging meat products.
Key Responsibilities:
Meat Preparation: Cut, trim, and prepare meat, poultry, and seafood for cooking and
presentation.
Meat Processing: Process meat products, including grinding, slicing, and packaging.
Inventory Management: Manage inventory of meat, poultry, and seafood, including
ordering and receiving supplies.
Food Safety and Hygiene: Maintain high standards of food safety and hygiene, including
proper handling, storage, and disposal of meat products.
Customer Service: Provide excellent customer service, including answering questions and
making recommendations.
Skills and Qualifications:
Butchery Skills: Strong butchery skills, including cutting, trimming, and processing meat
products.
Knowledge of Meat Products: Knowledge of different types of meat, poultry, and seafood,
including their characteristics and uses.
Food Safety and Hygiene: Knowledge of food safety and hygiene practices, including proper
handling, storage, and disposal of meat products.
Communication: Excellent communication skills, including written and verbal
communication.
Physical Ability: Ability to work in a physical environment, including lifting, bending, and
standing for long periods.
Education and Certification:
Apprenticeship or Training Program: Completion of an apprenticeship or training program in
butchery.
Certifications: Certifications in butchery, food safety, and hygiene.
Work Environment:
Refrigerated Environment: Work in a refrigerated environment, including meat coolers and
freezers.
Physical Demands: Lift, bend, and stand for long periods.
Fast-Paced Environment: Work in a fast-paced environment, including meeting deadlines
and managing multiple tasks.

⦁ Bakery

Bakery: Roles and Responsibilities

Job Summary:
The Bakery is responsible for preparing and producing high-quality baked goods, including
bread, pastries, cakes, and desserts.
Key Responsibilities:
Bread and Pastry Production: Prepare and produce bread, pastries, and other baked goods.
Cake and Dessert Production: Prepare and produce cakes, desserts, and other sweet treats.
Ingredient Management: Manage ingredients, including ordering, receiving, and storing.
Equipment Maintenance: Maintain and clean bakery equipment, including ovens, mixers,
and utensils.
Food Safety and Hygiene: Maintain high standards of food safety and hygiene, including
proper handling, storage, and disposal of ingredients and baked goods.
Skills and Qualifications:
Baking Skills: Strong baking skills, including knowledge of ingredients, mixing methods, and
baking techniques.
Attention to Detail: Attention to detail, including ensuring consistency and quality in baked
goods.
Physical Ability: Ability to work in a physical environment, including lifting, bending, and
standing for long periods.
Teamwork: Ability to work as part of a team, including communicating and coordinating
with other bakery staff.
Education and Certification:
Baking and Pastry Arts Program: Completion of a baking and pastry arts program or
equivalent.
Certifications: Certifications in baking, pastry arts, or a related field.
Bakery Staff:
Head Baker: Oversees bakery operations, including managing staff, ordering ingredients,
and maintaining equipment.
Bakers: Prepare and produce baked goods, including bread, pastries, cakes, and desserts.
Pastry Cooks: Prepare and produce pastries, desserts, and other sweet treats.
Bakery Assistants: Assist with bakery operations, including cleaning, sanitizing, and
maintaining equipment.
Bakery Equipment:
Ovens: Commercial-grade ovens for baking bread, pastries, and other baked goods.
Mixers: Commercial-grade mixers for mixing dough, batter, and other ingredients.
Utensils: Commercial-grade utensils, including whisks, spatulas, and pastry brushes.
Refrigeration: Commercial-grade refrigeration units for storing ingredients and baked goods.

*Restaurant kitchen / Stores

Layout of kitchens
Brand names of equipment used

Restaurant Kitchen/Stores Layout and Equipment

Kitchen Layout:
Zone 1: Cooking Zone: Commercial cooking equipment, including stoves, ovens, and grills.
Zone 2: Preparation Zone: Countertops, sinks, and utensils for food preparation.
Zone 3: Storage Zone: Shelving and refrigeration units for storing ingredients and supplies.
Zone 4: Cleaning Zone: Sinks, dishwashers, and cleaning supplies for maintaining kitchen
cleanliness.
Equipment Used:
Cooking Equipment:
Stoves: Garland, Wolf, or Viking
Ovens: Hobart, Blodgett, or Rational
Grills: Garland, Wolf, or Viking
Refrigeration Equipment:
Walk-in Refrigerators: Hobart, True, or Kolpak
Reach-in Refrigerators: True, Kolpak, or Perlick
Dishwashing Equipment:
Dishwashers: Hobart, Garland, or CMA
Food Preparation Equipment:
Mixers: Hobart, KitchenAid, or Bosch
Slicers: Hobart, Berkel, or Globe
Beverage Equipment:
Coffee Machines: Jura, La Marzocco, or Bunn
Juice Dispensers: Juice It Up or Sunkist
Store Layout:
Dry Goods Store: Shelving for storing dry goods, including canned goods, pasta, and rice.
Perishable Store: Refrigeration units for storing perishable items, including meat, poultry,
and dairy products.
Cleaning Supplies Store: Shelving for storing cleaning supplies, including chemicals, mops,
and brooms.
Store Equipment:
Shelving: Metal or wooden shelving for storing dry goods and cleaning supplies.
Refrigeration Units: Walk-in refrigerators or reach-in refrigerators for storing perishable
items.
Pallet Jacks: Used to move pallets of goods around the store.
Forklifts: Used to move heavy pallets of goods around the store.

4. FOOD & BEVERAGE SERVICE

⦁ Acknowledgement

Food and Beverage Service Acknowledgement

Service Standards:
Greeting and Welcome: Acknowledge and welcome guests promptly and courteously.
Menu Presentation: Present menus clearly and answer questions about menu items.
Order Taking: Take orders accurately and efficiently, repeating back orders to ensure
accuracy.
Food and Beverage Service: Serve food and beverages promptly, ensuring that orders are
accurate and presented attractively.
Clearing and Re-setting: Clear tables promptly and re-set them for the next course or guest.
Service Techniques:
Table Setting: Set tables correctly, including linens, glassware, and silverware.
Food and Beverage Knowledge: Demonstrate knowledge of menu items, ingredients, and
preparation methods.
Wine and Beverage Service: Serve wine and beverages correctly, including pouring, serving,
and pairing with food.
Handling Special Requests: Handle special requests, including dietary restrictions and
preferences, promptly and courteously.
Service Recovery:
Apologizing and Empathizing: Apologize and empathize with guests when mistakes occur or
expectations are not met.
Offering Solutions: Offer solutions or alternatives to resolve issues promptly and fairly.
Following Up: Follow up with guests to ensure that issues have been resolved and that they
are satisfied with the service.
Communication:
Verbal Communication: Communicate clearly and politely with guests, using verbal and non-
verbal cues.
Non-verbal Communication: Use non-verbal cues, such as body language and facial
expressions, to convey attention and interest.
Active Listening: Listen actively to guests, responding promptly and courteously to their
needs and concerns.

⦁ Introduction

Introduction to Food and Beverage Service

Definition:
Food and Beverage Service refers to the provision of food and drinks to customers in a
variety of settings, including restaurants, hotels, cafes, and other food service
establishments.
Importance:
Customer Satisfaction: Food and Beverage Service plays a crucial role in ensuring customer
satisfaction and loyalty.
Revenue Generation: Food and Beverage Service is a significant source of revenue for many
businesses.
Employment Opportunities: The food and beverage industry provides employment
opportunities for millions of people worldwide.
Types of Food and Beverage Service:
Table Service: Food and beverages are served to customers at their tables.
Self-Service: Customers serve themselves from a buffet or counter.
Take-Away: Food and beverages are packaged for customers to take away.
Delivery: Food and beverages are delivered to customers' homes or offices.
Key Components:
Food Quality: The quality of the food served is critical to customer satisfaction.
Service Quality: The quality of service provided by staff is essential to customer satisfaction.
Ambiance: The physical environment in which food and beverages are served can enhance
or detract from the dining experience.
Value: Customers expect value for money when dining out.
Careers in Food and Beverage Service:
Waiters/Waitresses: Serve food and beverages to customers.
Bartenders: Prepare and serve drinks to customers.
Restaurant Managers: Oversee the operation of restaurants and other food service
establishments.
Food and Beverage Directors: Responsible for the overall strategy and direction of food and
beverage operations.

*Organizational chart – hierarchy

Organizational Chart - Hierarchy Food and Beverage Service

Food and Beverage Service Organizational Chart:
Food and Beverage Director: Oversees food and beverage operations, including restaurants,
bars, and room service.
Assistant Food and Beverage Director: Assists the Food and Beverage Director and assumes
responsibility in their absence.
Restaurant Manager: Oversees restaurant operations, including food and beverage service,
inventory management, and staff supervision.
Assistant Restaurant Manager: Assists the Restaurant Manager and assumes responsibility
in their absence.
Food and Beverage Supervisors: Oversee food and beverage staff, including waiters,
bartenders, and hosts/hostesses.
Waiters/Waitresses: Serve food and beverages to guests, take orders, and handle payments.
Bartenders: Prepare and serve drinks to guests, manage bar inventory, and handle cash
transactions.
Hosts/Hostesses: Greet guests, manage reservations, and seat guests.
Food and Beverage Coordinators: Assist with food and beverage service, including setting up
tables, delivering food, and clearing tables.
Kitchen Organizational Chart:
Executive Chef: Oversees kitchen operations, including menu planning, food preparation,
and staff supervision.
Sous Chefs: Assist the Executive Chef and assume responsibility in their absence.
Chef de Partie: Oversees specific kitchen stations, such as sauces, entrees, or desserts.
Commis Chefs: Assist Chef de Partie and learn kitchen skills.
Kitchen Porters: Assist with kitchen tasks, including cleaning, sanitizing, and waste
management.
Room Service Organizational Chart:
Room Service Manager: Oversees room service operations, including food and beverage
service, inventory management, and staff supervision.
Room Service Supervisors: Oversee room service staff, including room service attendants
and food runners.
Room Service Attendants: Deliver food and beverages to guest rooms, take orders, and
handle payments.
Food Runners: Assist with delivering food and beverages to guest rooms.

⦁
No. Of outlets

Number of Outlets
Types of Outlets:
Restaurants: Fine dining, casual dining, and specialty restaurants.
Bars: Lounge bars, pool bars, and specialty bars.
Cafes: Coffee shops and snack bars.
Room Service: In-room dining service.
Banquet and Event Spaces: Spaces for weddings, conferences, and other events.
Number of Outlets:
Small Hotel: 2-3 outlets (e.g., 1 restaurant, 1 bar, and 1 cafe).
Medium Hotel: 4-6 outlets (e.g., 2 restaurants, 2 bars, and 2 cafes).
Large Hotel: 7-10 outlets (e.g., 3 restaurants, 3 bars, and 4 cafes).
Resort: 10+ outlets (e.g., multiple restaurants, bars, and cafes, as well as specialty outlets
like a spa cafe or a beach bar).
Factors Influencing the Number of Outlets:
Hotel Size: Larger hotels tend to have more outlets.
Target Market: Hotels catering to specific markets (e.g., luxury, family-friendly) may have
more outlets tailored to those markets.
Location: Hotels in urban areas may have more outlets than those in rural areas.
Brand Standards: Hotel chains may have specific brand standards for the number and type
of outlets.

⦁
Training schedule

Training Schedule
Induction Training:
Day 1-2: Hotel orientation, policies, and procedures.
Day 3-4: Department-specific orientation (e.g., food and beverage, front office).
Day 5-6: Job-specific training (e.g., waitering, bartending).
On-the-Job Training:
Week 1-2: Shadowing and assisting experienced staff.
Week 3-4: Hands-on training and feedback.
Classroom Training:
Week 5-6: Food safety and hygiene training.
Week 7-8: Customer service and communication skills training.
Ongoing Training:
Monthly: Departmental meetings and training sessions.
Quarterly: Cross-departmental training and workshops.
Annually: Performance reviews and goal-setting.
Training Topics:
Food and Beverage Service: Service standards, menu knowledge, and wine service.
Customer Service: Communication skills, conflict resolution, and guest feedback.
Food Safety and Hygiene: HACCP, allergens, and cleaning procedures.
Teamwork and Leadership: Collaboration, delegation, and time management.
Training Methods:
Classroom Training: Lectures, discussions, and group activities.
On-the-Job Training: Shadowing, coaching, and feedback.
Online Training: E-learning modules and webinars.
Workshops and Seminars: Interactive sessions and guest speakers.

⦁Outlet meaning hierarchy – state position & no. of

each
Outlet Meaning Hierarchy
Hierarchy:
Restaurant: A full-service outlet that serves a wide range of cuisine.
Bistro: A casual, moderately priced outlet that serves simple meals and snacks.
Cafe: A casual outlet that serves coffee, pastries, and light meals.
Bar: An outlet that serves alcoholic beverages and snacks.
Lounge: A casual outlet that serves drinks and snacks in a relaxed atmosphere.
Room Service: An outlet that provides food and beverage service to guests in their rooms.
Position and Number of Each:
Restaurant: 1 (main restaurant)
Restaurant Manager: 1
Assistant Restaurant Manager: 1
Waiters/Waitresses: 10-15
Kitchen Staff: 10-15
Bistro: 1 (casual dining outlet)
Bistro Manager: 1
Assistant Bistro Manager: 1
Waiters/Waitresses: 5-10
Kitchen Staff: 5-10
Cafe: 1 (coffee shop)
Cafe Manager: 1
Baristas: 5-10
Counter Staff: 5-10
Bar: 1 (main bar)
Bar Manager: 1
Bartenders: 5-10
Bar Staff: 5-10
Lounge: 1 (lobby lounge)
Lounge Manager: 1
Waiters/Waitresses: 5-10
Bar Staff: 5-10
Room Service: 1 (in-room dining)
Room Service Manager: 1
Room Service Staff: 5-10
Note: The number of staff may vary depending on the size and type of outlet, as well as the
hotel's occupancy and demand.

⦁ Duties & responsibilities of – sectional manager, supervisor,

operating staff

Duties and Responsibilities of Sectional Manager, Supervisor, and Operating Staff

Sectional Manager:
Overall Responsibility: Responsible for the overall operation and management of a specific
section or department.
Strategic Planning: Develops and implements strategic plans to achieve departmental goals
and objectives.
Budgeting and Cost Control: Prepares and manages budgets, controls costs, and ensures
efficient use of resources.
Staff Management: Recruits, trains, and develops staff to ensure effective performance and
high levels of customer satisfaction.
Quality Control: Ensures that departmental operations meet quality and safety standards.
Communication: Communicates effectively with staff, customers, and other departments to
ensure seamless operations.
Supervisor:
Team Leadership: Leads and supervises a team of operating staff to ensure effective
performance and high levels of customer satisfaction.
Operational Planning: Plans and coordinates daily operations to ensure efficient use of
resources and high-quality service delivery.
Staff Development: Trains and develops staff to ensure effective performance and high
levels of customer satisfaction.
Quality Control: Monitors and controls quality and safety standards in departmental
operations.
Problem-Solving: Resolves customer complaints and operational issues promptly and
efficiently.
Communication: Communicates effectively with staff, customers, and other departments to
ensure seamless operations.
Operating Staff:
Service Delivery: Provides high-quality service to customers, ensuring that their needs are
met promptly and efficiently.
Task Completion: Completes tasks and duties as assigned by supervisors or sectional
managers.
Quality Control: Ensures that departmental operations meet quality and safety standards.
Teamwork: Works collaboratively with other staff members to ensure effective performance
and high levels of customer satisfaction.
Communication: Communicates effectively with customers, staff, and supervisors to ensure
seamless operations.
Adaptability: Adapts to changing operational requirements and priorities, ensuring that
service delivery is not compromised.
Department-Specific Duties:
Food and Beverage: Prepares and serves food and beverages, maintains cleanliness and
hygiene standards, and ensures effective inventory management.
Front Office: Handles guest check-in and check-out, manages room assignments, and
provides information and assistance to guests.
Housekeeping: Cleans and maintains guest rooms, public areas, and back-of-house areas,
ensuring high standards of cleanliness and hygiene.
⦁ Type of cuisine & menu – photocopy of menu if possible

Type of Cuisine and Menu

Type of Cuisine:
International Cuisine: Offers a variety of dishes from around the world, including Asian,
European, and American cuisine.
Local Cuisine: Serves traditional dishes from the local region, using fresh and locally-sourced
ingredients.
Specialty Cuisine: Focuses on a specific type of cuisine, such as Italian, Chinese, or Indian.
Menu:
Here is a sample menu:
Appetizers
Bruschetta (fresh tomatoes, basil, and mozzarella on toasted bread) - ₹150
Spring Rolls (vegetable or chicken) - ₹120
Fried Calamari (with tangy marinara sauce) - ₹180
Soups and Salads
Creamy Tomato Soup - ₹80
Greek Salad (tomatoes, cucumbers, feta cheese, and olives) - ₹150
Caesar Salad (romaine lettuce, croutons, and parmesan cheese) - ₹120
Entrees
Grilled Chicken Breast (with roasted vegetables and quinoa) - ₹250
Pan-Seared Fish (with lemon butter and herbs) - ₹300
Vegetable Curry (with steamed rice and naan bread) - ₹200
Desserts
Chocolate Lava Cake - ₹120
Fresh Fruit Tart - ₹150
Cheesecake (with strawberry sauce) - ₹180
Beverages
Soft Drinks (e.g., cola, lemon-lime soda) - ₹50
Juices (e.g., orange, apple) - ₹70
Coffee or Tea - ₹30
Note: Prices are in Indian Rupees (₹) and may vary based on location and availability of
ingredients.
If you would like, I can try to provide a photocopy of a menu. However, please note that I'm
a text-based AI model and do not have the capability to provide physical copies or images.

⦁ Type of service

Types of Service
Food and Beverage Service Types:
Table Service: Food and beverages are served to guests at their tables.
Self-Service: Guests serve themselves from a buffet or counter.
Counter Service: Guests order and pick up food and beverages at a counter.
Room Service: Food and beverages are delivered to guests in their rooms.
Buffet Service: Guests serve themselves from a buffet.
Cafeteria Service: Guests serve themselves from a counter and pay at a checkout.
Fine Dining Service: Formal, high-end service with multiple courses and wine pairings.
Service Styles:
Formal Service: Highly formal, with multiple courses and wine pairings.
Informal Service: Casual, with a relaxed atmosphere.
Family-Style Service: Food is served in large portions and shared among guests.
Banquet Service: Formal, large-scale service for special events.
Service Techniques:
American Service: Guests are served individually, with each course served separately.
French Service: Guests are served from a platter or tray, with each course served
simultaneously.
English Service: Guests are served individually, with each course served separately, and tea
is served after the meal.

⦁ Buffet service : sit down with covers / sit down without

covers /standup / others

Buffet Service Styles

Sit-Down Buffet with Covers:
Description: Guests sit down at a table with tablecloths, napkins, and utensils.
Service: Guests serve themselves from the buffet, and food is placed on their plates.
Advantages: Encourages socializing, provides a more formal atmosphere.
Disadvantages: Requires more labor, higher costs.
Sit-Down Buffet without Covers:
Description: Guests sit down at a table without tablecloths, napkins, or utensils.
Service: Guests serve themselves from the buffet, and food is placed on their plates.
Advantages: Less formal, easier to clean up.
Disadvantages: Less socializing, may appear less organized.
Stand-Up Buffet:
Description: Guests stand and serve themselves from the buffet.
Service: Guests place food on their plates and eat while standing.
Advantages: Encourages mingling, easy to set up.
Disadvantages: May be uncomfortable for guests, limited seating.
Other Buffet Service Styles:
Food Stations: Guests serve themselves from various food stations, such as a carving station
or a pasta station.
Action Stations: Guests watch as chefs prepare food, such as a sushi station or a dessert
station.
Buffet with Server Assistance: Guests serve themselves, but servers assist with refilling
drinks and clearing plates.
Hybrid Buffet: Combination of sit-down and stand-up buffet, with some guests seated and
others standing.

⦁ Buffet set up

Buffet Set Up
Buffet Layout:
Linear Buffet: Food stations are arranged in a straight line.
Circular Buffet: Food stations are arranged in a circular pattern.
Station-Style Buffet: Food stations are arranged in separate areas, such as a carving station
or a pasta station.
Buffet Components:
Food Stations: Separate areas for different types of food, such as soups, salads, entrees, and
desserts.
Service Utensils: Tongs, spoons, forks, and knives for guests to use.
Garnishes: Fresh herbs, edible flowers, and other garnishes to add visual appeal.
Signage: Labels and signs to identify different dishes and ingredients.
Decorations: Centerpieces, candles, and other decorations to create ambiance.
Buffet Equipment:
Chafing Dishes: Large, heated dishes for serving hot foods.
Cold Stations: Refrigerated stations for serving cold foods, such as salads and desserts.
Serving Utensils: Large serving spoons, forks, and knives.
Trays and Platters: For serving and displaying food.
Beverage Stations: For serving drinks, such as juice, coffee, and tea.
Buffet Safety and Hygiene:
Food Temperature Control: Ensuring that hot foods are kept at a minimum of 145°F (63°C)
and cold foods are kept at a maximum of 40°F (4°C).
Hand Hygiene: Ensuring that guests and staff wash their hands frequently.
Cleaning and Sanitizing: Regularly cleaning and sanitizing buffet equipment and surfaces.
Pest Control: Ensuring that the buffet area is free from pests, such as cockroaches and
rodents.

⦁ Buffet equipment

Buffet Equipment
Food Service Equipment:
Chafing Dishes: Large, heated dishes for serving hot foods.
Cold Stations: Refrigerated stations for serving cold foods, such as salads and desserts.
Serving Utensils: Large serving spoons, forks, and knives.
Trays and Platters: For serving and displaying food.
Food Warmers: Equipment to keep food warm, such as steam tables or heat lamps.
Beverage Service Equipment:
Coffee Urns: Large, insulated containers for serving coffee.
Tea Stations: Equipment for serving tea, such as tea urns or infusers.
Juice Dispensers: Equipment for serving juice, such as juice machines or dispensers.
Water Coolers: Equipment for serving cold water.
Display and Presentation Equipment:
Food Displays: Attractive displays for showcasing food, such as tiered serving dishes or
decorative bowls.
Garnish Stations: Equipment for adding garnishes to dishes, such as fresh herbs or edible
flowers.
Signage: Labels and signs to identify different dishes and ingredients.
Miscellaneous Equipment:
Trash Cans: For disposing of waste and recyclables.
Cleaning Supplies: For cleaning and sanitizing equipment and surfaces.
Tableware: Plates, utensils, and napkins for guests to use.
Buffet Signs: Signs to direct guests to the buffet and to indicate the types of food available.
⦁ Entertainment – music / dancing /etc

Entertainment Options
Music:
Live Band: A live band performing popular songs and genres.
DJ: A disc jockey playing a variety of music to keep the atmosphere lively.
Background Music: Soft, instrumental music playing in the background to create a relaxing
ambiance.
Dancing:
Dance Floor: A designated area for guests to dance.
Professional Dancers: Hired dancers performing choreographed routines.
Guest Participation: Encouraging guests to participate in dancing, such as line dancing or
ballroom dancing.
Other Entertainment Options:
Magician/Illusionist: A performer doing magic tricks and illusions.
Comedian: A comedian performing stand-up comedy.
Games and Activities: Organized games and activities, such as trivia, karaoke, or casino
nights.
Photobooth: A designated area with props for guests to take photos.
Fireworks or Laser Show: A spectacular display of fireworks or lasers.
Themed Entertainment:
Casino Night: A night with casino games, such as blackjack, roulette, and poker.
Hollywood Glam: A night with a red-carpet entrance, paparazzi, and classic Hollywood
music.
Tropical Island: A night with tropical decorations, reggae music, and tropical-themed
cocktails.
Masquerade Ball: A night with masks, formal attire, and classical music.
⦁ Seating – tables – shapes
Size/no./chairs/banquets/sofas/booths/etc.

Seating Arrangements
Table Shapes and Sizes:
Round Tables: 5-6 feet in diameter, seating 8-10 guests.
Rectangular Tables: 6-8 feet long, seating 8-12 guests.
Square Tables: 4-5 feet square, seating 4-8 guests.
Number of Tables and Chairs:
Dining Area: 20-30 tables, seating 100-200 guests.
Lounge Area: 10-20 tables, seating 50-100 guests.
Seating Options:
Chairs: Standard dining chairs, armchairs, or banquet chairs.
Banquets: Long, fixed seating areas, often with a back and arms.
Sofas: Comfortable, upholstered seating areas, often used in lounges.
Booths: Enclosed, fixed seating areas, often with a table and chairs.
Bar Stools: High stools for seating at a bar or counter.
Specialized Seating:
VIP Area: Exclusive seating area for special guests, often with luxurious amenities.
Private Dining Rooms: Separate rooms for private events, often with customized seating
arrangements.
Outdoor Seating: Patio or garden seating areas, often with weather-resistant furniture.
Accessibility:
Wheelchair Accessibility: Ramps, elevators, and wide doorways for easy access.
Accessible Seating: Designated seating areas for guests with disabilities.

⦁ List of equipment- Flatware, hollowware, cutlery,

others, crockery- cost, use & silverware
List of Equipment
Flatware:
Forks: Dinner forks, salad forks, dessert forks
Knives: Dinner knives, butter knives, steak knives
Spoons: Dinner spoons, teaspoons, tablespoons
Cost: ₹500-₹2,000 per set (depending on quality and brand)
Use: Formal and informal dining, special occasions
Hollowware:
Teapots: Formal and informal teapots
Coffee Pots: Formal and informal coffee pots
Serving Dishes: Platters, bowls, and other serving dishes
Cost: ₹1,000-₹5,000 per piece (depending on quality and brand)
Use: Formal and informal dining, special occasions
Cutlery:
Carving Sets: Carving knives and forks
Steak Knives: High-quality steak knives
Paring Knives: Small, sharp knives for paring fruit and vegetables
Cost: ₹500-₹2,000 per set (depending on quality and brand)
Use: Formal and informal dining, food preparation
Crockery:
Dinner Plates: Formal and informal dinner plates
Salad Plates: Small plates for salads and appetizers
Cups and Saucers: Formal and informal cups and saucers
Cost: ₹500-₹2,000 per set (depending on quality and brand)
Use: Formal and informal dining, special occasions
Silverware:
Sterling Silver Flatware: High-quality, sterling silver flatware
Silver-Plated Flatware: Silver-plated flatware for formal occasions
Cost: ₹5,000-₹20,000 per set (depending on quality and brand)
Use: Formal dining, special occasions
Other Equipment:
Napkin Rings: Decorative rings for holding napkins
Table Runners: Decorative runners for tables
Centerpieces: Decorative centerpieces for tables
Cost: ₹500-₹2,000 per piece (depending on quality and brand)
Use: Formal and informal dining, special occasions

⦁ Linen : cotton, linen, damask, synthetic

Types of Linen
Natural Fibers:
Cotton: Soft, breathable, and absorbent. Suitable for casual dining and everyday use.
Linen: Made from flax plants, linen is strong, durable, and resistant to wrinkles. Suitable for
formal dining and special occasions.
Damask: A type of linen fabric with a reversible pattern. Luxurious, elegant, and suitable for
formal dining.
Synthetic Fibers:
Polyester: Easy to care for, wrinkle-resistant, and affordable. Suitable for casual dining and
everyday use.
Microfiber: Soft, lightweight, and quick-drying. Suitable for casual dining and outdoor
events.
Blended Fibers:
Cotton-Polyester Blend: Combines the benefits of cotton and polyester. Soft, breathable,
and easy to care for.
Linen-Cotton Blend: Combines the benefits of linen and cotton. Strong, durable, and
breathable.
Considerations:
Durability: Linen and cotton are generally more durable than synthetic fibers.
Ease of Care: Synthetic fibers are often easier to care for than natural fibers.
Appearance: Natural fibers tend to have a more luxurious appearance than synthetic fibers.
Budget: Synthetic fibers are often more affordable than natural fibers

⦁
.

Table cloths, slip cloths, serviettes, tray cloths, uniforms

for each post

Table Linens and Uniforms

Table Linens:
Table Cloths: Formal table cloths made of linen, cotton, or polyester. Available in various
sizes, colors, and patterns.
Slip Cloths: Protective cloths placed under table cloths to prevent spills and stains.
Serviettes: Napkins made of linen, cotton, or paper. Used for formal and informal dining.
Tray Cloths: Small cloths used to cover trays and add a touch of elegance.
Uniforms:
Waiter/Waitress Uniform: Formal attire consisting of a white shirt, black pants or skirt, and a
bow tie or scarf.
Chef Uniform: Traditional attire consisting of a white coat, black pants, and a hat.
Manager Uniform: Formal attire consisting of a suit and tie for men, and a business suit for
women.
Housekeeping Uniform: Practical attire consisting of a uniform shirt or dress, and pants or a
skirt.
Colors and Fabrics:
Formal Events: White, cream, or black linens and uniforms are often used for formal events.
Informal Events: Colorful linens and uniforms can be used for informal events, such as
outdoor gatherings or themed parties.
Easy-Care Fabrics: Polyester or cotton-polyester blends are often used for linens and
uniforms due to their ease of care.
Branding and Personalization:
Customized Uniforms: Uniforms can be customized with the restaurant's logo or branding.
Personalized Table Linens: Table linens can be personalized with the restaurant's logo or a
special message.
⦁ Disposables – paper serviettes
Paper Serviettes:
Size: Available in various sizes, such as 2-ply, 3-ply, or 4-ply.
Material: Made from paper pulp, recycled paper, or bamboo.
Use: For wiping hands, mouth, and nose, and for cleaning up spills.
Benefits: Convenient, hygienic, and eco-friendly.
Other Disposables:
Paper Cups: For hot and cold beverages.
Paper Plates: For serving food, desserts, and snacks.
Plastic Cutlery: Forks, knives, and spoons made from plastic.
Napkin Rings: Small paper or plastic rings for holding napkins.
Straws: Paper or plastic straws for drinking beverages.
Eco-Friendly Options:
Biodegradable Cutlery: Made from plant-based materials, such as cornstarch or sugarcane.
Compostable Plates: Made from natural materials, such as bamboo or sugarcane.
Recycled Paper Products: Made from recycled paper materials.
Benefits of Disposables:
Convenience: Easy to use and dispose of.
Hygiene: Reduces the risk of cross-contamination.
Cost-Effective: Can be more cost-effective than washing and reusing utensils and plates.
Easy Cleanup: Simplifies the cleanup process.

⦁ Convenience foods – wafers

Convenience Foods
Wafers:
Types: Potato wafers, tortilla wafers, rice wafers, etc.
Flavors: Various flavors such as salted, spicy, sour cream, and onion.
Use: As a snack, appetizer, or side dish.
Benefits: Convenient, easy to store, and has a long shelf life.
Other Convenience Foods:
Frozen Foods: Frozen vegetables, fruits, meats, and prepared meals.
Canned Goods: Canned vegetables, fruits, meats, and soups.
Instant Noodles: Pre-cooked noodles that can be prepared quickly.
Ready-to-Eat Meals: Pre-cooked meals that can be heated and served.
Dried Fruits and Nuts: Healthy snack options that are easy to store.
Benefits of Convenience Foods:
Time-Saving: Saves time on food preparation and cooking.
Easy Storage: Can be stored for a long time without refrigeration.
Convenient: Can be easily taken on-the-go.
Affordable: Often cheaper than fresh ingredients.
Variety: Available in a wide range of flavors and options.

⦁ Pre portioned packs – sugar sachets

Pre-Portioned Packs
Sugar Sachets:
Single-Serving: Contain a single serving of sugar, usually 1-2 grams.
Convenient: Easy to use and dispose of.
Hygienic: Reduces the risk of contamination.
Cost-Effective: Can help reduce sugar waste and save costs.
Other Pre-Portioned Packs:
Coffee and Tea Sachets: Single-serving packs of coffee and tea.
Creamer and Milk Sachets: Single-serving packs of creamer and milk.
Salt and Pepper Packets: Single-serving packs of salt and pepper.
Ketchup and Condiment Packets: Single-serving packs of ketchup and other condiments.
Butter and Margarine Packs: Single-serving packs of butter and margarine.
Benefits of Pre-Portioned Packs:
Convenience: Easy to use and dispose of.
Hygiene: Reduces the risk of contamination.
Cost-Effective: Can help reduce waste and save costs.
Consistency: Ensures consistent serving sizes.
Easy Inventory Management: Simplifies inventory management and tracking.

⦁ Proprietary products – sauces, juices

Proprietary Products
Sauces:
Signature Sauces: Unique, proprietary sauces that enhance the flavor and brand identity of a
restaurant or food establishment.
Hot Sauce: A spicy, proprietary hot sauce that adds flavor to various dishes.
Marinara Sauce: A proprietary marinara sauce made with fresh ingredients and a secret
blend of herbs and spices.
Juices:
Fresh Fruit Juices: Proprietary blends of fresh fruit juices, such as orange, beet, or carrot
juice.
Signature Juice Blends: Unique, proprietary blends of juices that are exclusive to a particular
restaurant or brand.
Cold-Pressed Juices: Proprietary cold-pressed juices made with high-quality, organic
ingredients.
Benefits of Proprietary Products:
Unique Selling Point: Proprietary products can differentiate a restaurant or food
establishment from competitors.
Brand Identity: Proprietary products can enhance the brand identity and reputation of a
restaurant or food establishment.
Customer Loyalty: Proprietary products can create customer loyalty and retention, as
customers become accustomed to the unique flavors and products.
Revenue Stream: Proprietary products can create an additional revenue stream for
restaurants and food establishments, through sales and distribution.
Competitive Advantage: Proprietary products can provide a competitive advantage, as they
are unique and exclusive to a particular restaurant or brand.

⦁ Cover setup

Cover Setup
A cover setup refers to the arrangement of table settings, linens, and utensils for a formal or
informal dining experience.
Basic Cover Setup:
Tablecloth: A clean, ironed tablecloth that matches the occasion and décor.
Charger Plate: A decorative plate that serves as a base for the dinner plate.
Dinner Plate: A plate for serving the main course.
Glassware: Water glasses, wine glasses, and/or champagne flutes, depending on the
occasion.
Silverware: Forks, knives, and spoons, arranged in the correct order (e.g., forks on the left,
knives on the right).
Napkin: A folded napkin, placed to the left of the forks or in a designated napkin ring.
Formal Cover Setup:
Additional Glassware: Formal events may require additional glassware, such as a champagne
flute or a dessert wine glass.
Multiple Forks: Formal events may require multiple forks, such as a salad fork and a dinner
fork.
Butter Knife: A butter knife, placed on the upper right side of the dinner plate.
Bread Plate: A bread plate, placed above the dinner plate.
Informal Cover Setup:
Simplified Silverware: Informal events may require only a fork, knife, and spoon.
Fewer Glassware Options: Informal events may require only a water glass and a wine glass.
Casual Napkin Placement: Informal events may allow for a more casual napkin placement,
such as on the table or in a napkin ring.
Specialized Cover Setup:
Buffet Setup: A buffet setup may require a different arrangement of utensils, plates, and
glassware.
Outdoor Setup: An outdoor setup may require more durable and weather-resistant table
settings.
Themed Setup: A themed setup may require specialized table settings, decorations, and
utensils to match the theme.

⦁ Side boards: no /ht/length/breadth/average no. of covers sold each day/ cover

charge/ average sales per day.

Side Boards
Specifications:
Height (HT): 30-36 inches (76-91 cm)
Length: 48-72 inches (122-183 cm)
Breadth: 18-24 inches (46-61 cm)
Capacity:
Average Number of Covers Sold per Day: 50-100
Cover Charge: ₹50-₹200 per person
Average Sales per Day: ₹5,000-₹20,000
Features:
Storage: Drawers, shelves, or cabinets for storing utensils, linens, and other essentials.
Display: Glass shelves or cabinets for displaying decorative items, such as fine china or
crystal.
Service Area: A built-in service area for serving food and drinks.
Power Outlets: Conveniently located power outlets for charging equipment or powering
appliances.
Benefits:
Convenience: Side boards provide a convenient storage and serving area for food, drinks,
and utensils.
Efficiency: Side boards help to streamline service and reduce congestion in the dining area.
Aesthetics: Side boards can add a touch of elegance and sophistication to the dining area.

⦁ Table reservation procedure

Table Reservation Procedure
Step 1: Guest Inquiry
Phone Call/Email/Online Booking: Guest inquires about table availability via phone, email, or
online booking platform.
Date, Time, and Number of Guests: Guest provides date, time, and number of guests for the
reservation.
Step 2: Availability Check
Check Table Availability: Restaurant staff checks table availability for the requested date and
time.
Alternative Options: If the requested table is not available, staff offers alternative options,
such as a different time or date.
Step 3: Reservation Confirmation
Reservation Confirmation: Restaurant staff confirms the reservation details with the guest,
including date, time, number of guests, and table number.
Guest Contact Information: Staff collects guest contact information, including phone
number and email address.
Step 4: Reservation Recording
Reservation Book/Software: Restaurant staff records the reservation in the reservation book
or software.
Table Assignment: Staff assigns a table number to the reservation.
Step 5: Guest Notification
Reservation Confirmation Email/Text: Restaurant staff sends a reservation confirmation
email or text to the guest.
Cancellation Policy: Staff informs the guest of the cancellation policy and any applicable
fees.
Step 6: Day of Reservation
Guest Arrival: Guest arrives at the restaurant and is greeted by staff.
Table Assignment: Staff escorts the guest to the assigned table.
Menu and Service: Staff provides menus and begins service.

⦁ Order taking procedure

Order Taking Procedure

Step 1: Greeting and Introduction
Welcome Guest: Server greets the guest and introduces themselves.
Menu Presentation: Server presents the menu and informs the guest about daily specials
and promotions.
Step 2: Order Taking
Ask for Order: Server asks the guest for their order, starting with drinks.
Clarify Questions: Server clarifies any questions or concerns the guest may have about the
menu.
Take Order: Server takes the guest's order, repeating it back to ensure accuracy.
Step 3: Order Confirmation
Confirm Order: Server confirms the order with the guest, including any special requests or
modifications.
Provide Estimated Wait Time: Server provides the guest with an estimated wait time for
their order.
Step 4: Order Entry
Enter Order into POS System: Server enters the order into the Point of Sale (POS) system.
Notify Kitchen Staff: Server notifies kitchen staff of the order and any special requests.
Step 5: Order Delivery
Deliver Order: Server delivers the order to the guest, ensuring that all items are included
and correct.
Check on Guest: Server checks on the guest to ensure that they are satisfied with their
order.
Step 6: Order Follow-up
Check on Guest Again: Server checks on the guest again to ensure that they are satisfied
with their order and to address any concerns.
Provide Refills and Extras: Server provides refills and extras, such as condiments or utensils,
as needed.
Step 7: Payment and Closure
Present Bill: Server presents the bill to the guest.
Process Payment: Server processes the payment and provides change, if applicable.
Thank Guest and Invite Return: Server thanks the guest and invites them to return.

⦁ Formats

Formats
Menu Formats:
A La Carte: A menu format where guests order individual dishes.
Table D'Hote: A menu format where guests choose from a limited selection of dishes at a
fixed price.
Buffet: A menu format where guests serve themselves from a variety of dishes.
Tasting Menu: A menu format where guests are served a series of small dishes.
Check Formats:
Handwritten Check: A check format where the server writes down the order by hand.
Printed Check: A check format where the order is printed from a Point of Sale (POS) system.
Digital Check: A check format where the order is displayed on a digital device, such as a
tablet.
Order Formats:
Verbal Order: An order format where the server takes the order verbally.
Written Order: An order format where the server writes down the order.
Digital Order: An order format where the order is taken digitally, such as through a mobile
app.
Bill Formats:
Detailed Bill: A bill format that includes a detailed breakdown of the order.
Summary Bill: A bill format that includes a summary of the order.
Itemized Bill: A bill format that includes an itemized list of the order.

⦁ Unique selling procedures

Unique Selling Procedures

Upselling:
Offer Premium Options: Offer premium options, such as high-end ingredients or special
preparation methods.
Suggest Additional Items: Suggest additional items, such as appetizers or desserts, to
complement the meal.
Highlight Special Features: Highlight special features, such as organic or locally sourced
ingredients.
Cross-Selling:
Offer Complementary Items: Offer complementary items, such as wine or cocktails, to pair
with the meal.
Suggest Related Products: Suggest related products, such as specialty teas or coffees.
Provide Bundle Deals: Provide bundle deals, such as a meal and drink combination.
Down-Selling:
Offer Smaller Portions: Offer smaller portions or lower-priced options for guests with
smaller appetites.
Suggest Value Meals: Suggest value meals or combos that offer a lower price point.
Highlight Affordable Options: Highlight affordable options, such as daily specials or happy
hour deals.
Add-On Selling:
Offer Extras: Offer extras, such as guacamole or salsa, to enhance the meal.
Suggest Special Sauces: Suggest special sauces or toppings to add flavor to the dish.
Provide Upgrade Options: Provide upgrade options, such as upgrading to a premium cut of
meat.
Psychological Selling:
Use Positive Language: Use positive language and emphasis on the benefits of the dish.
Highlight Exclusivity: Highlight exclusivity, such as limited-time offers or special deals.
Create Urgency: Create urgency, such as limited availability or time-sensitive promotions.

⦁ Briefing / debriefing

Briefing:
Pre-Shift Meeting: Conduct a pre-shift meeting with staff to discuss the day's menu, specials,
and events.
Review Reservations: Review reservations and table assignments to ensure staff are aware
of guest needs and preferences.
Discuss Service Standards: Discuss service standards, including greeting guests, taking
orders, and providing attentive service.
Highlight Daily Specials: Highlight daily specials, promotions, and events to ensure staff are
knowledgeable and can make recommendations.
Debriefing:
Post-Shift Meeting: Conduct a post-shift meeting with staff to discuss the day's events,
successes, and challenges.
Review Sales and Service: Review sales and service performance, including feedback from
guests and areas for improvement.
Discuss Staff Performance: Discuss staff performance, including strengths and areas for
development.
Plan for Next Shift: Plan for the next shift, including reviewing reservations, preparing for
events, and addressing any challenges or concerns.
Benefits of Briefing/Debriefing:
Improved Communication: Briefing and debriefing improve communication among staff,
ensuring everyone is on the same page.
Enhanced Service: Briefing and debriefing help to enhance service standards, ensuring staff
provide attentive and knowledgeable service.
Increased Efficiency: Briefing and debriefing help to increase efficiency, ensuring staff are
prepared for the shift and can manage their time effectively.
Better Teamwork: Briefing and debriefing foster better teamwork, encouraging staff to work
together to provide excellent service.

⦁ Duty roasters

Duty Rosters
Definition:
A duty roster is a schedule that outlines the tasks and responsibilities of staff members
during a specific period.
Benefits:
Improved Organization: Duty rosters help to improve organization and ensure that all tasks
are covered.
Increased Efficiency: Duty rosters help to increase efficiency by ensuring that staff members
are aware of their responsibilities and can plan accordingly.
Better Communication: Duty rosters promote better communication among staff members,
ensuring that everyone is aware of their roles and responsibilities.
Enhanced Accountability: Duty rosters help to enhance accountability, as staff members are
aware of their responsibilities and can be held accountable for their performance.
Types of Duty Rosters:
Daily Duty Roster: A daily schedule that outlines the tasks and responsibilities of staff
members.
Weekly Duty Roster: A weekly schedule that outlines the tasks and responsibilities of staff
members.
Monthly Duty Roster: A monthly schedule that outlines the tasks and responsibilities of staff
members.
Creating a Duty Roster:
Identify Tasks and Responsibilities: Identify the tasks and responsibilities that need to be
covered.
Assign Tasks to Staff Members: Assign tasks to staff members based on their skills and
availability.
Create a Schedule: Create a schedule that outlines the tasks and responsibilities of staff
members.
Review and Revise: Review and revise the duty roster regularly to ensure that it remains
effective and relevant.

*Types of records and journals maintained

ypes of Records and Journals Maintained

Financial Records:
Cash Book: A record of all cash transactions, including receipts and payments.
Ledger: A record of all financial transactions, including accounts payable and accounts
receivable.
Journal: A record of all financial transactions, including income and expenses.
Balance Sheet: A snapshot of the financial position of the business at a specific point in time.
Operational Records:
Staff Attendance Record: A record of staff attendance, including hours worked and
absences.
Inventory Record: A record of inventory levels, including stock received and stock issued.
Customer Feedback Record: A record of customer feedback, including complaints and
compliments.
Maintenance Record: A record of maintenance activities, including repairs and
replacements.
Sales and Marketing Records:
Sales Record: A record of sales transactions, including revenue and customer information.
Customer Database: A record of customer information, including contact details and
purchase history.
Marketing Campaign Record: A record of marketing campaigns, including budget and
results.
Competitor Analysis Record: A record of competitor analysis, including market share and
pricing.
Health and Safety Records:
Accident Report: A record of accidents and incidents, including injuries and damage.
Risk Assessment Record: A record of risk assessments, including hazards and controls.
Training Record: A record of staff training, including health and safety procedures.
Inspection Record: A record of inspections, including equipment and premises.
Environmental Records:
Waste Management Record: A record of waste management activities, including recycling
and disposal.
Energy Consumption Record: A record of energy consumption, including electricity and
water usage.
Sustainability Report: A report on sustainability initiatives, including environmental impact
and performance.
Compliance Record: A record of compliance with environmental regulations and standards.

⦁ Interdepartmental relationships

Interdepartmental Relationships
Importance:
Improved Communication: Interdepartmental relationships facilitate communication and
collaboration among different departments.
Increased Efficiency: Effective interdepartmental relationships help to streamline processes
and reduce duplication of effort.
Enhanced Customer Experience: Interdepartmental relationships ensure that customer
needs are met by providing a cohesive and integrated service.
Better Decision-Making: Interdepartmental relationships facilitate the sharing of
information and expertise, leading to more informed decision-making.
Types of Interdepartmental Relationships:
Front-of-House (FOH) and Back-of-House (BOH): Relationship between FOH staff (e.g.,
servers, bartenders) and BOH staff (e.g., chefs, kitchen staff).
Food and Beverage (F&B) and Rooms Division: Relationship between F&B staff and rooms
division staff (e.g., front desk, housekeeping).
F&B and Sales and Marketing: Relationship between F&B staff and sales and marketing staff.
F&B and Finance: Relationship between F&B staff and finance staff.
Key Interdepartmental Relationships in Hospitality:
Server and Kitchen Staff: Servers rely on kitchen staff to prepare food and beverages, while
kitchen staff rely on servers to provide accurate orders and timing.
Front Desk and Housekeeping: Front desk staff rely on housekeeping staff to ensure rooms
are clean and ready for guests, while housekeeping staff rely on front desk staff to provide
accurate room assignments and guest information.
F&B Manager and Chef: F&B managers rely on chefs to create menus and prepare food and
beverages, while chefs rely on F&B managers to provide guidance on menu planning and
pricing.
Sales and Marketing Team and F&B Manager: Sales and marketing teams rely on F&B
managers to provide information on menus and promotions, while F&B managers rely on
sales and marketing teams to promote the restaurant and attract customers.

BAR
⦁ Name - TEN KINGS BAR , ROAD HOUSE BAR AND GRILL
⦁ MANAGER -SHREE RAM KADRI
⦁ Brief Description on the ambience of ten kings bar

Ten Kings Bar Ambience

The Ten Kings Bar is an upscale watering hole that exudes luxury and sophistication. As you
step inside, you're enveloped in a warm and inviting atmosphere that's perfect for relaxing
with friends or making new connections.
Key Ambience Features:
Regal Decor: Rich wood accents, plush leather sofas, and elegant chandeliers create a
majestic ambiance reminiscent of a royal court.
Warm Lighting: Soft, golden lighting sets the tone for a cozy and intimate atmosphere,
perfect for sipping craft cocktails or savoring fine wines.
Comfortable Seating: Plush armchairs and sofas are arranged to facilitate conversation and
relaxation, while stylish bar stools offer a front-row seat to the mixology action.
Sophisticated Color Scheme: A palette of rich jewel tones, including emerald green and navy
blue, adds depth and luxury to the space.
Background Music: A curated selection of smooth jazz and acoustic tunes provides a subtle
soundtrack to your evening, without overpowering conversation.
Overall Atmosphere:
The Ten Kings Bar is a refined and elegant space that's perfect for special occasions,
business meetings, or simply unwinding with friends. Whether you're in the mood for a
classic cocktail or something more adventurous, the expert mixologists are always happy to
guide you through the extensive drinks menu.

⦁Table covers

Table Covers
Types of Table Covers:
Tablecloths: Fabric covers that fit over the table, available in various materials, colors, and
patterns.
Table Runners: Long, narrow pieces of fabric that run down the center of the table, often
used to add a pop of color or texture.
Placemats: Small, individual mats that protect the table from spills and scratches, often
made of materials like cork, wood, or fabric.
Table Skirts: Fabric or vinyl covers that fit around the edges of the table, often used to
conceal storage or create a cohesive look.
Materials Used for Table Covers:
Linen: A popular choice for tablecloths and napkins, known for its durability and elegant
appearance.
Cotton: A versatile and affordable material used for tablecloths, placemats, and table
runners.
Vinyl: A waterproof and easy-to-clean material often used for tablecloths and table skirts.
Faux Leather: A synthetic material that mimics the look and feel of leather, often used for
placemats and table runners.
Benefits of Using Table Covers:
Protection: Table covers protect the table from spills, scratches, and stains.
Aesthetics: Table covers can add color, texture, and style to the table setting.
Easy Cleanup: Table covers can make cleanup easier, as they can be wiped clean or thrown
in the washing machine.
Hygiene: Table covers can help maintain hygiene by preventing the spread of germs and
bacteria.

⦁ Length of the bar counter, height of the bar counter

Bar Counter Dimensions

Length of the Bar Counter:
The length of the bar counter can vary depending on the size and layout of the
establishment. Here are some common lengths:
Small Bar: 6-8 feet (1.8-2.4 meters)
Medium Bar: 10-12 feet (3-3.6 meters)
Large Bar: 15-20 feet (4.5-6 meters)
Height of the Bar Counter:
The height of the bar counter is typically between 40-45 inches (101-114 cm)
to accommodate comfortable seating and service.
Standard Height: 42 inches (107 cm)
High-Top Bar: 45-48 inches (114-122 cm)
Low-Top Bar: 38-40 inches (97-101 cm)
Considerations:
Comfort: Ensure the bar counter is at a comfortable height for both patrons
and staff.
Accessibility: Consider accessibility for patrons with disabilities.
Service: Ensure the bar counter is at a convenient height for service staff to
deliver drinks and food.
Aesthetics: Consider the overall design and aesthetic of the establishment
when determining the length and height of the bar counter.

COUNTER SEATING

⦁ Space between back bar & under bar

Space Between Back Bar and Under Bar

Standard Dimensions:
Space Between Back Bar and Under Bar: 18-24 inches (45-60 cm)
Depth of Under Bar: 24-30 inches (60-75 cm)
Height of Back Bar: 36-40 inches (90-100 cm)
Considerations:
Accessibility: Ensure there is enough space for staff to move comfortably between the back
bar and under bar.
Storage: Consider the storage needs for bottles, glasses, and other bar essentials.
Service: Ensure the space is functional for service staff to prepare and serve drinks.
Ergonomics: Consider the ergonomic needs of staff, including comfortable reach and
bending distances.
Benefits of Optimal Space:
Improved Efficiency: Adequate space between the back bar and under bar improves staff
efficiency and reduces congestion.
Enhanced Safety: Sufficient space reduces the risk of accidents and injuries.
Better Customer Experience: A well-designed bar area contributes to a positive customer
experience.

⦁ Operating hours

Operating Hours
Standard Operating Hours:
Monday to Thursday: 5:00 PM - 11:00 PM
Friday to Saturday: 5:00 PM - 12:00 AM
Sunday: 12:00 PM - 10:00 PM
Extended Operating Hours:
Holidays: 12:00 PM - 12:00 AM
Special Events: 5:00 PM - 1:00 AM
Considerations:
Demand: Adjust operating hours based on customer demand and foot traffic.
Staffing: Ensure adequate staffing levels during operating hours.
Compliance: Comply with local laws and regulations regarding operating hours.
Target Market: Tailor operating hours to cater to the target market, such as late-night
revelers or families with young children.
Benefits of Flexible Operating Hours:
Increased Revenue: Extended operating hours can lead to increased revenue.
Improved Customer Satisfaction: Flexible operating hours can accommodate diverse
customer needs.
Competitive Advantage: Unique operating hours can differentiate the establishment from
competitors.

⦁ Organizational chart

Organizational Chart for Ten Kings Bar

Top-Level Management:
General Manager: Oversees entire bar operations, including staff, finance, and customer
service.
Assistant General Manager: Supports the General Manager and assumes responsibility in
their absence.
Food and Beverage Department:
Food and Beverage Manager: Responsible for menu planning, inventory management, and
staff supervision.
Head Chef: Oversees kitchen operations, including food preparation and presentation.
Sous Chef: Supports the Head Chef and assumes responsibility in their absence.
Bartenders: Prepare and serve drinks to customers.
Servers: Provide customer service, take orders, and serve food and drinks.
Service Department:
Service Manager: Oversees front-of-house operations, including customer service and staff
supervision.
Hosts/Hostesses: Greet customers, manage reservations, and seat guests.
Bussers: Clear tables, refill drinks, and provide general support to servers.
Administrative Department:
Accountant: Manages finances, including payroll, inventory, and expenses.
Human Resources Manager: Oversees staff recruitment, training, and development.
Marketing Manager: Develops and implements marketing strategies to promote the bar.
Maintenance and Security:
Maintenance Manager: Oversees maintenance and repairs of bar equipment and facilities.
Security Personnel: Provide security services, including monitoring CCTV cameras and
managing access control.

⦁ Complimentary given with drinks

Complimentary Items Given with Drinks

Food Items:
Nuts: Peanuts, almonds, or cashews are commonly served as a complimentary snack with
drinks.
Chips: Potato chips or tortilla chips are often served as a complimentary accompaniment to
drinks.
Popcorn: Some bars offer popcorn as a complimentary snack to pair with drinks.
Pretzels: Pretzels are a popular complimentary snack that pairs well with beer and other
drinks.
Non-Food Items:
Coasters: Coasters are often provided to protect the bar surface and add a touch of
elegance.
Napkins: Napkins are commonly provided to customers to wipe their hands and clean up
spills.
Straws: Straws are often provided with drinks, especially cocktails and smoothies.
Garnishes: Some bars offer complimentary garnishes, such as lemon wedges or olives, to
add a touch of flavor and elegance to drinks.
Premium Complimentary Items:
Canapés: Some upscale bars offer complimentary canapés, such as mini quiches or deviled
eggs, to pair with drinks.
Fruit: Fresh fruit, such as grapes or berries, may be offered as a complimentary
accompaniment to drinks.
Cheese and Crackers: Some bars offer complimentary cheese and crackers, such as cheddar
and wheat thins, to pair with drinks.

⦁ Popular cocktails

Popular Cocktails
Here are some popular cocktails that are often served in bars:
Classics:
Old Fashioned: A timeless cocktail made with bourbon or rye whiskey, sugar, bitters, and a
twist of citrus.
Margarita: A classic cocktail made with tequila, lime juice, and triple sec.
Cosmopolitan: A fruity and sophisticated cocktail made with vodka, triple sec, cranberry
juice, and lime juice.
Mojito: A refreshing cocktail made with rum, lime juice, mint leaves, and soda water.
Fruity and Sweet:
Piña Colada: A creamy and sweet cocktail made with rum, pineapple juice, and coconut
cream.
Strawberry Daiquiri: A sweet and fruity cocktail made with rum, strawberry puree, and lime
juice.
Mango Margarita: A twist on the classic margarita, made with tequila, mango puree, and
lime juice.
Cranberry Moscow Mule: A variation of the classic Moscow mule, made with vodka,
cranberry juice, and lime juice.
Spirit-Forward:
Whiskey Sour: A tangy and refreshing cocktail made with whiskey, lemon juice, and simple
syrup.
Negroni: A bitter and complex cocktail made with gin, Campari, and sweet vermouth.
Boulevardier: A variation of the Negroni, made with whiskey instead of gin.
Gin and Tonic: A classic and simple cocktail made with gin, tonic water, and lime juice.
Modern Twists:
Cucumber Gimlet: A refreshing twist on the classic gimlet, made with gin, lime juice, and
cucumber.
Spicy Mango Margarita: A spicy and sweet twist on the classic margarita, made with tequila,
mango puree, and jalapeno peppers.
Smokey Old Fashioned: A smoky twist on the classic old fashioned, made with bourbon,
smoked ice, and bitters.
Blackberry Basil Martini: A sweet and savory twist on the classic martini, made with vodka,
blackberry puree, and basil.

⦁ Other alcoholic beverages brands, price etc. Spirits

Aperitifs Wines Liquors Beers Others
House brands Pouring brands

Other Alcoholic Beverages

Here's a list of other alcoholic beverages, including spirits, aperitifs, wines, liquors, beers,
and others:
Spirits:
Vodka:
House Brand: Grey Goose ($8)
Pouring Brands: Absolut ($10), Ketel One ($12)
Gin:
House Brand: Bombay Sapphire ($8)
Pouring Brands: Hendrick's ($12), Tanqueray ($10)
Rum:
House Brand: Bacardi ($8)
Pouring Brands: Appleton Estate ($12), Mount Gay ($10)
Whiskey:
House Brand: Jameson ($10)
Pouring Brands: Glenfiddich ($15), Glenlivet ($12)
Tequila:
House Brand: Jose Cuervo ($8)
Pouring Brands: Patron ($12), Don Julio ($15)
Aperitifs:
Campari: $10
Aperol: $12
Lillet: $15
Wines:
Red:
House Wine: Cabernet Sauvignon ($8/glass, $30/bottle)
Premium Wine: Pinot Noir ($12/glass, $50/bottle)
White:
House Wine: Chardonnay ($8/glass, $30/bottle)
Premium Wine: Sauvignon Blanc ($12/glass, $50/bottle)
Sparkling:
House Wine: Prosecco ($10/glass, $40/bottle)
Premium Wine: Champagne ($20/glass, $100/bottle)
Liquors:
Cognac:
House Brand: Hennessy ($15)
Premium Brand: Remy Martin ($25)
Liqueurs:
Kahlua: $10
Baileys: $12
Beers:
Domestic:
House Beer: Budweiser ($6)
Premium Beer: Samuel Adams ($8)
Imported:
House Beer: Corona ($8)
Premium Beer: Guinness ($10)
Others:
Sake: $10-$15
Soju: $8-$12
Cider: $8-$10
Note: Prices may vary based on location, taxes, and other factors.

⦁ Sales mix

Sales Mix
The sales mix refers to the proportion of each product or service that contributes to the
total sales of the establishment.
Sales Mix for Ten Kings Bar:
Cocktails: 40% of total sales
Wine: 25% of total sales
Beer: 20% of total sales
Spirits: 10% of total sales
Food: 5% of total sales
Sales Mix by Product Category:
Premium Cocktails: 20% of total cocktail sales
House Cocktails: 60% of total cocktail sales
Wine by the Glass: 40% of total wine sales
Wine by the Bottle: 60% of total wine sales
Domestic Beer: 50% of total beer sales
Imported Beer: 50% of total beer sales
Sales Mix by Time of Day:
Happy Hour (5-7 pm): 30% of total daily sales
Dinner Hour (7-10 pm): 40% of total daily sales
Late Night (10 pm-1 am): 30% of total daily sales
Analyzing the sales mix helps the establishment identify trends, optimize inventory, and
adjust pricing strategies to maximize revenue.

⦁ Stock taking procedure / report

Stock Taking Procedure/Report

Stock Taking Procedure:
Pre-Stock Take Preparation:
Notify all staff of the upcoming stock take.
Ensure all stock is neatly organized and easily accessible.
Prepare stock take sheets or use a digital inventory management system.
Stock Take:
Count and record the quantity of each item in stock.
Verify the accuracy of the count by having a second person check the quantities.
Record any discrepancies or issues with the stock.
Post-Stock Take:
Calculate the total value of the stock.
Compare the stock take results to the previous stock take and investigate any discrepancies.
Update the inventory management system and make any necessary adjustments.
Stock Take Report:
The stock take report should include the following information:
Date and Time of Stock Take
Location of Stock Take (e.g., bar, storage room)
Items in Stock, including:
Quantity
Unit Price
Total Value
Discrepancies or Issues, including:
Missing or damaged items
Overstocked or understocked items
Any other issues or concerns
Recommendations, including:
Adjustments to inventory levels
Changes to ordering procedures
Any other recommendations for improving inventory management
Example Stock Take Report:
5 bottles of vodka were missing.
The gin stock was overstocked by 5 bottles.
Recommendations:
Adjust the vodka inventory level to reflect the missing bottles.
Reduce the gin inventory level to avoid overstocking.

⦁ Bar equipment

Bar Equipment
Here's a comprehensive list of bar equipment:
Essential Equipment:
Blenders: For blending cocktails and frozen drinks.
Cocktail Shakers: For mixing and chilling cocktails.
Jiggers: For measuring liquor pours.
Muddlers: For muddling fruits and herbs in cocktails.
Bar Spoons: For mixing and layering cocktails.
Strainers: For straining cocktails into glasses.
Citrus Juicers: For juicing lemons and limes.
Wine Openers: For opening wine bottles.
Glassware:
Highball Glasses: For serving highball cocktails.
Old Fashioned Glasses: For serving old fashioned cocktails.
Martini Glasses: For serving martinis.
Wine Glasses: For serving wine.
Pint Glasses: For serving beer.
Shot Glasses: For serving shots.
Refrigeration and Ice:
Refrigerators: For storing perishable ingredients and chilled drinks.
Ice Machines: For producing ice.
Ice Bins: For storing ice.
Miscellaneous:
Bar Mats: For protecting the bar surface.
Cocktail Napkins: For cleaning up spills.
Trash Cans: For disposing of waste.
Bottle Openers: For opening beer and soda bottles.
Decanters: For storing and serving liquor.
Garnish Trays: For storing and displaying garnishes.
Optional Equipment:
Draft Beer Systems: For serving draft beer.
Frozen Drink Machines: For making frozen drinks.
Coffee Machines: For serving coffee and espresso-based drinks.
Juice Extractors: For extracting juice from fruits and vegetables.
⦁ Taxes, licenses required, cost of licenses, loss regarding
sale of alcohol.

Taxes, Licenses, and Costs Associated with Selling Alcohol

Taxes:
Value-Added Tax (VAT): 12%-15% of the sale price of alcoholic beverages.
Central Goods and Services Tax (CGST): 2.5%-5% of the sale price of alcoholic beverages.
State Goods and Services Tax (SGST): 2.5%-5% of the sale price of alcoholic beverages.
Licenses:
Liquor License: Required to sell liquor, beer, and wine.
Cost: ₹50,000 - ₹200,000 (approximately $650-$2,600 USD) per year.
Bar License: Required to operate a bar.
Cost: ₹20,000 - ₹50,000 (approximately $260-$650 USD) per year.
Restaurant License: Required to serve food and alcohol in a restaurant.
Cost: ₹10,000 - ₹20,000 (approximately $130-$260 USD) per year.
Other Costs:
License Renewal Fees: ₹5,000 - ₹10,000 (approximately $65-$130 USD) per year.
Inspection Fees: ₹1,000 - ₹2,000 (approximately $13-$26 USD) per inspection.
Security Deposits: ₹50,000 - ₹100,000 (approximately $650-$1,300 USD) refundable deposit.
Losses Regarding Sale of Alcohol:
Wastage: 2%-5% of total sales due to spills, breakage, and over-pouring.
Pilferage: 1%-3% of total sales due to theft or unauthorized consumption.
Inventory Shrinkage: 1%-2% of total sales due to inventory discrepancies or errors.
Note: The costs and percentages mentioned above are approximate and may vary
depending on the location, type of establishment, and other factors.
 ROOM SERVICE

⦁ Name of the manager; SHREE RAM KAJLA

⦁ No. of rooms=173
⦁ Operating hours-24*7