INDUSTRIAL

TRAINING REPORT
 COMPILED BY:

INDEX

 ACKNOWLEDGEMENT
 INTRODUCTION
 FOOD & BEVERAGE SERVICE
 HOUSE KEEPING
 FOOD PRODUCTION
 FRONT OFFICE
 CONCLUSION
 BIBLIOGRAPHY
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to

Training Manager & all Heads of Departments along with staff

members of INDUSTRIAL
TRAINING REPORT
 COMPILED BY:

INDEX

 ACKNOWLEDGEMENT
 INTRODUCTION
 FOOD & BEVERAGE SERVICE
 HOUSE KEEPING
 FOOD PRODUCTION
 FRONT OFFICE
 CONCLUSION
 BIBLIOGRAPHY
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to

Training Manager & all Heads of Departments along with staff
members of THE LEELA AMBIENCE GURUGRAM, I wish to place on
records that the training was imparted in a highly congenial
atmosphere true to the reputation of THE LEELA AMBIENCE
GURUGRAM has been of immense value to me and it will be my
endeavor to put into practice all that I have learnt to sharpen my
skills and develop my skills and develop my personality.

It is because of their ardent and consistent efforts I

was able to imbibe so much which was not possible in such short
time. The training has helped me to inculcate the right kind of
skills, knowledge & attitude to make a career as a successful
hotelier.

INTRODUCTION
Just beside Ambiance Mall, The Leela Ambiance Hotel & Residences,
Gurugram is located along the fringe of Gurgaon/Delhi NCR (National
Capital Region) in Haryana. The hotel offers an outdoor pool, the award-
winning Spa Lavanya and 3 dining options.

Luxurious air-conditioned guestrooms are soundproof and equipped with a

flat-screen TV, DVD player and personal safe. Private bathrooms feature
bathtubs and bath amenities.

Guests can exercise at the fitness center, arrange day trips at the tour desk
or do manicures at the beauty salon. The hotel also provides car rentals and
babysitting services.

International cuisines are served at Spectra Restaurant, an all-day dining

restaurant. Other dining options include Diya North Indian Restaurant.
Drinks are available at Rubicon Whiskey Bar. Zanotta has an interactive
kitchen that serves Italian delights. Handcrafted cakes and confectioneries
can be enjoyed at The Leela Patisserie. A variety of delights and drinks can
be enjoyed at the Skydeck Lounge.

The Leela Ambiance Hotel & Residences, Gurugram is 5 mi from Indira

Gandhi International Airport and 14 mi from central Delhi. 

This property also has one of the top-rated locations in Gurgaon! Guests
are happier about it compared to other properties in the area.
FOOD & BEVERAGE

SERVICE
 INTRODUCTION
Apart from rooms, a hotel derives a large portion of its profits from
service of food & beverages. For a hotel essentially to an elite
business clientele like the Hotel they assume utmost importance
since the occupancy generally remains above average.

Food is provided by, in a hotel, through various service outlets.

These service outlets have a specialty, which is so unique that
makes them highly competitive and watering.

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

DEPARTMENT

 They have to serve the food by the wish of guest that which

type of service he wants to take.

 They have to give advice to the guest that which will be the

better for them

 To Listen the complain of the guests and staff and try to resole

the same.

 To prepare duty roster for all staff.

 As soon as the guests deals with the check, be very near to

explain any matter on the bill in case of doubt

 SPECTRA
The restaurant has three large private dining rooms (PDRs) and

offers guests a veritable treat of international cuisines cooked ‘a

la minute’ through its interactive kitchens by a brigade of chefs

including international culinary talents.

 
Our signature dishes include the Roasted Tomato Soup, coriander,
parsley, with light cheddar cheese croutons; Tom Kha Soup, a mild
spiced soup in coconut milk and seasoned with lemon grass;
the Peking Duck Salad with cabbage, mint leaves and peanuts on
soy-plum dressing; and Spanish Patata Bravas, fried-stuffed potato
served with aioli.
 
Sample our Fettuccini with lobster, tomato cream sauce and dried
chili; and Penne, in a lemon butter emulsion, with parmesan, wild
mushrooms, spinach and topped with toasted pine nuts.
 
Enjoy the Turkish Pork Pide, pulled pork, cumin, gorgonzola cheese
or get Oriental with our Thai Duck Red Curry, cooked in coconut
milk and sambal.
1 Wiping, identifying stain on glasses.
2 Cleaning trans from stations.
3 Collecting food from kitchen.
4 Setting restaurant for dinner.
5 Taking up linen and entering in the linen book.
6 Back area mise-en-place making coffee, tea & cleaning the
equipment.
7 Collecting food from bakery.
8 Making napkins fold.
9 Keeping glasses, salvers, cutlery etc, ready.
10 Performed waiter service.
11 Cleaning tables after guest department.
12 Collecting stores for the restaurant.
13 Collecting bills from the cashier.

DIYA
Created by world renowned architects Hersch Bender Associates
(HBA), the restaurant’s interiors and colours are a tribute to
contemporary India and to the evolving palates of food
connoisseurs. Here you can begin your culinary sojourn, from the
robust flavours of Punjab along with the mustard flavoured fish of
Bengal and then move on to the spicy cuisine of South India
heightened by coconut and many such beautiful combinations.
  
Set in an informal and casual ambience, diya gives us bursts of
colours, with a comfortable seating to accommodate 80 guests. It is
a delightful venue for people who enjoy Indian traditional fare
outside of their kitchens in a cool setting. One of the interesting
features of the restaurant is the glass enclosed “Maharaja Room” a
private dining space that can accommodate up to twelve guests. It
offers guests exclusivity of space and royal service for intimate
gatherings. Another main feature of the restaurant is the show
kitchen, where Chefs deftly showcase their culinary skills as they
toss and turn while guest enjoy music of their choice by our live DJ,
who is ready to embrace whatever mood you wish for. The
restaurant is headed by our new talented Indian Master Chef Ajay
Sahoo who has a rich experience of 14 years including Indian and
International culinary experience.

1. Clean the tables

2. Clean the sideboard.

3. Close all check in Micros.

4. Inform Manager about the breakage.

25. Tie soiled linen.

6. Clean linen hamper.

7. Shut down operating machinery.

8. Clean operating machinery.

9. Wipe down pantry area.

10. Refill the side station (including salt and pepper).

11. Clean the menu.

12. Clean the hostess desk.

13. Clean the reservation book.

14. Clean the telephone.

15. Lock the hostess desk.

16. Put sale money in an envelope.

17. Take the sale print out.

18. Fill in the logbook.

19. Deposit closed checks and cashiers report in front office.

20. Deposit bank in the Front Office.

21. Clean the bar.

22. Clean the beverage menu.

23. Make the requisition.

24. Refill the bar.

25. Lock the bar.

26. Forward the telephone.

27. Switch off light and AC

28. Lock the restaurant.

29. Drop the reservation book to the grand café.

30. Deposit the key to the security, in uniform.

ZONATTA

Amongst a numbered few in the city, the restaurant scores high for
its location on the 6th floor, with a ruby and pearl view of the
Millennium city, Zanotta offers a perfect ambience for a wonderful
dining experience.
 
The restaurant’s interactive kitchen allows you to see and chat with
the chefs while they are preparing each dish with lots of Italian
passion. A fresh display of vegetables, large jars of homemade
pickles and pastas around the kitchen conveys our Italian Master
Chef Leidy Liz Levitan Hernandez’s cooking philosophy of using
only the freshest ingredients.
 
Designed by Hersch Bedner Associates (HBA), the restaurant offers a
formal seating arrangement for 80 guests, including semi-private
dining sections.
1. Turn on all operating system.
2. Cancel the forward call.

3. Pickup linen suppliers.

4. Pickup store room requisition [dry, beverage]

5. Store away all suppliers.

6. Turn on all appliances.

7. Wipe tables, chairs, and sideboard.

8. Setup the restaurant.

9. Check restaurant setup.

10. Make napkin fold.

11. Check the reservations.

12. Fill water jug.

13. Fold towels and stack them in HotBox and Refrigerator.

14. Check sideboard according to the standard.

15. Stack service trays on the sideboard.

16. Open the hostess desk.

17. Clean the hostess desk.

18. Setup the hostess desk.

19. Clean the menu.

20. Clean the telephone.

21. Pick up the bank from bank room.

22. Check for paper requisition.

23. Update notice board.

24. Pickup outlet mail.

25. Clean the bar counter.

26. Stack the beverage requisition.

27. Setup the bar.

28. Prepare cocktail garnish.

29. Clean beverage menu.

30. Setup the Food Pickup Counter.

RUBICON BAR AND CIGAR LOUNGE

The bar also has an exclusive private cigar lounge with comfortable
seating, an ideal setting to enjoy your cigar. It offers spacious
humidor cabinets and the latest cigars from around the world. Here,
you may also enjoy various vintage whiskies.
 
Location: Lobby level
 
Cigar lounge timings:
Dinner (weekdays): 12 noon to 12 midnight

Discreetly, tucked in a corner of the expansive hotel lobby, Rubicon

bar completes the gastronomic suite of the hotel. Here’s an elegant
and stylish bar that comes with a live jazz band to make your
soirees delightful. Let our bartender present to you our exhaustive
list of single malts, eclectic drinks and liqueurs.
 
Warm, wooden colours complement the maroons, adding to the
intense mood of the décor. Designed by Japanese designers Design
Studio Spin, The Rubicon Bar opens out into a relaxed lounge, with
huge French windows on one side and the view of the city’s bustling
highway under.
 
The bar’s easy ambience and comfortable seating provide guests of
25 years and above with just the setting to appreciate the finer
details in life—the live jazz band, for instance and an exhaustive list
of fine beverages, single malts, eclectic drinks and liqueurs. Do
try out the bartender’s choice of cocktail—the grand Mojito.
 
Relax in the ambience of a live jazz band and an exhaustive list of
fine beverages to choose from.

1. Bar set up Mis-en-place preparation, Checking stock in

 hand and requesting stock.

2. Pre-opening cleaning.

3. Decorative arrangement of liquor bottles

4. Preparing garnishes.

5. Stocking shelves and fridges.

6. Various glassware and maintenance

7. Preparing and serving shaken cocktails

8. Preparing and serving stirred cocktails.

9. Serving wines, beets, spirits and champagne

10. Serving aerated waters and squashes

11. Maintaining bar during service.

12. Different brands of foreign, Indian, alcoholic and non-

alcoholic beverages and their content.

13. Implications of short and over pouring.

14. Processing of all guest checks per drinks served.

15. Maintaining liquor licensing laws.

16. Bar salesmanship.

17. Liaison with F & B Controls for daily inventory.

18. Dry days and handling guests during the same

19. Pilferage, spoilage and breakage procedures.

20. Dealing with different guests.

21. Security bar after service.

 The Leela Patisserie
Welcome to The Leela Patisserie, the home of exquisite pralines,
macaroons, truffles, homemade confectioneries and bespoke,
handcrafted cakes. Welcome to our sweet heaven. Bite into the most
exquisite pralines and truffles before you check out the most
innovative macaroon flavours in our cake shop, and even our cake
masterpieces.
 
Share with us exactly how you would like for us to bake your cake,
and we shall handcraft it to perfection. Birthday cakes, wedding
cakes, going-off-to-college cakes or even that one-off naughty,
bachelor-party cake—we have quite the expertise to make you the
softest, most moist cake with flavours that take you by surprise.
 
Don’t forget to taste our Red Velvet, Black Forest or the Grand
Opera cakes—the signature cakes from the stables of our Executive
Pastry Chef, Chef Pablo Morales Melendrez. Rest assured that he has
a flavour to capture every heart.
 
Location: The Ambience Mall, Gurugram
 
Timings: 1200 Noon to 1200 Midnight

ROOM SERVICE

a) When a guest calls the Room Service, his order is taken by the
order taker who posts the entries into the computer.
b) The cheque is printed on a printer which is kept at the
supervisors desk.
c) This cheque has 4 copies –KOT, Guest copy, Accounts copy
and F&B control copy.
d) The KOT and F&B control copy are taken off by the supervisor
and given to the kitchen and Room Service steward who lays
the trays or a trolley.
 e) The breakfast is collected from the Room Service kitchen,
some of lunch, dinner items are picked up from Chins kitchen,
Main Kitchen .
f) After the food is picked up, it is kept on a tray which is kept at
the Supervisor’s desk. The Supervisor checks the order before
it goes to the room.
g) Accompaniments of different foods (Indian, Chinese) etc. are
also placed.

CO-ORDINATING DEPARTMENTS

KITCHEN

Garde Manger- To pick up cold preparations, e.g. Salads, galantines

and pates buffets of banquets.
Pantry- To pick up sandwiches, fruit platters, fresh juices,
individual salad portions.

Hot ranges & Grills- Hot food items such as steaks, chops, etc.

Bakery & Confectionery- to pick up breads, pastries, cookies and

ice creams.

Still Room- To pick up hot beverages, e.g. Tea & coffee.

KITCHEN STEWARDING
This department primarily controls the storage, issue and
maintenance of service equipment in the restaurants and kitchens.
The sanitation and hygiene of the kitchen and its overall
maintenance come under this department. It is also responsible for
the employee’s cafeteria.

STORES
The source from where the steward can pick up supplies of
proprietary sauces, stationary, etc. for the restaurant.
HOUSEKEEPING
This department is responsible for the cleanliness, maintenance
and the aesthetic beauty of the hotel. It is also the source for
uniforms, linen and flowers.

ACCOUNTS DEPARTMENT
a) Restaurant Cashier
Receives all cash and credit payments made for food and beverage
sales in the restaurant and bar. If the guest signs the bill, the
steward may verify his name and

room number by asking the restaurant cashier to check on his

computer terminal.

b) Front office cashier

This is the central point where all the checks signed by hotel
residents are collected and entered in the total bill.

ENGINEERING
This department is responsible for the maintenance of all
mechanical and electrical equipment in the restaurant. Also for
controlling the air-conditioning or heating.
FRONT OFFICE
The front office maintains a record of all guests staying in the
house. This department also co-ordinates all group movements &
meal plans.
HOUSE KEEPING
 INTRODUCTION

The Housekeeping department of any hotel plays an

important role in the maintenance of the revenue earning potential
of the organisation, because the sale of rooms constitutes a
minimum of 75% of the hotel profit and the Housekeeping
department is responsible for the upkeep of the same. In other
words, a hotel gets largest margin of profit from room sales because
rooms once made can be sold over and over again if the
Housekeeping department is efficient enough in the maintenance of
the room in a saleable condition. A good hotel operation ensures
optimum room sales to bring in maximum profit.
 Room sales in a hotel is dependent on many factors
concerning the room itself , like the facilities, decor, cleanliness etc.
Rooms once made can be re-designed to meet changing guest
requirements, but the maintenance and upkeep of the same is still
to be handled by the Housekeeping department. Another aspect to
be considered while evaluating the room sales projection is the
personal tastes of the guest segments which may vary even
individually.

Since the choice varies the task of appealing to all kinds of

guests become quite difficult. To make the room appealing to a
guest is the task of the house keeping department. Thus the
personal effort which the department makes in giving a guest a
desirable room has a direct bearing on the guest’s experience of the
hotel.

The Housekeeping department is not only responsible for the upkeep of

rooms but also of the various public areas which guest frequents. The various
public areas, especially the lobby go a long way in influencing a guest’s opinion
of the organization and may result possible increase in prospective and existing
room sales. These areas leave a lasting impression on a guest’s mind as it is
often the first impression that is the most lasting impression.
 HOUSEKEEPERS REPORT

A Housekeeper has to prepare a report known as the occupancy

report in, which the current status of the room is given . All the
occupied room, vacant room , clear room, and rooms etc is listed
on this report . The report is prepared and sent to the reception
thrice in a day . These reports are then tallied with those of the
reception and the discrepancy report is then prepared basically to
know the latest position of the rooms. The report must have the
signatures of the supervisor who prepares and sends the report
down to the front office .

OUSEKEEPING DESK WORK

The supervisor at the housekeeper’s desk has to do all the paper
work of the department. The Key Supervisor give him or her the
general complaints on the phone. Complaints regarding the rooms
on various floors. Also the complaint in public area and all the
areas under the housekeeping department Then he writes them
down the complaints register and also files in the complaint slip
which is sent to the maintenance department on a daily basis.

The complaints are noted down and depending on what time they
are received from the floor they are sent to the maintenance
department. The supervisor on the desk sends these complaints
thrice a day .In the day. The first thing in the morning that the
desk supervisor does is that of marking attendance and giving
out the duties to the staff. The supervisor then fills in a grooming
register. He also prepares a duty chart. The housekeeper’s report
better known , as the occupancy report is also prepared . This is
done twice in a day. The distribution of clean and vacant room to
the reception is also the job of the supervisor. He is one who
receives all the guest calls for special requests. He also enters the
lost and found articles in the register .
LAUNDRY

The importance of laundry is inevitable as it processes soiled

linen and uniform and supplies clean linen and uniform on daily
basis thus playing an important role in maintaining high standards.
Valet Service

One of the primary roles of the laundry is to provide valet

service to houseguest. Valet is one who be there on call to the
guest, fetches soiled clothes from guest room and returns them with
whatever service the guest demands.

This service needs the guest to fill up the dry cleaning list with
his room no. and any other special instruction. The valet inspects
each soiled garments for tears or stains so the guest doesn't hold
the laundry responsible.

After the necessary service, valet gives the clean cloth to the
guest charges are posted from the laundry to the cashier.

LAUNDRY PROCESS INCLUDES:-

1. Sorting- On the basis of type of fabric kind of service required

and degree of soil age.
2. Washing & dry cleaning- The garments are washed, dry cleaned
in the machines provided separately and are not mixed with each
other.

3. Ironing- It's done by: -

a) Calendaring machine- this is a very large machine, which

consists of several, heated and well padded rollers, which iron
the article as it passes through. The machine is generally used
to take a double sheet.

b) Hot Head press- consists of 2 flat surfaces, which are hot. The
garment is kept between the surfaces, which gets pressed.

c) Steam press:- Similar in principle as the hot head press, except

that the surfaces have perforations through which steams
passes.

d) Shirt press- Specially designed for gents shirts to give their

proper contours & creases.

Other large equipments used are:-

1) Washing machine - A large machine which moves in alternate
directions to have agitation. A suitable detergent, hot water at 85-
940 C bring about the cleaning action, after which it's rinsed several
times.

2) Hydro extractor - This machine whirls the water out of the

articles. The clothes are removed when they have 25% water left.
This is recommended for effective droning.

3) Tumbler - Certain articles like towels, bath mats, which have a

wooly texture, are dried in tumbler to retain their fluffiness.

Chemicals used are:-

1) Soap oil-Liquid emulsifier to remove mineral oil and greasy oil.

2) Fabric Softener: - Neutralizing agent

3) Soda ash: - Surfactant

4) Clax 100: - Detergent.

5) Clax 200: - Heavy-duty detergent

6) Sodium Hypo chloride 3: - Dry cleaning agent & bleach

7) Perchloroethylene :- Dry cleaning solvent

There are deferent type of service charged .

1. NORMAL : Laundry received before 0900 hrs. & Is returned
on the same day on 1800 hrs. and charged 10% tax.

2. Express : Laundry received between 0900 hrs. and 1100 hrs.

is returned on the same day after 1800 hrs. With 50% extra
charges + 10% tax.

3. For Hours : This type of service is special service provided to a

guest. Guest is charred double the normal rate i.e. 100%
extra +10% tax between 0900 hrs. To 1800 hrs. Payments are
not made at the time of delivery rather the bill is posted in
the guest account in the computer & thus all the payments
are made by him at the time of check out.

PUBLIC AREAS

Public area comprises of main lobby, clock room restaurants,

swimming pool, executive office etc.

There are two supervisors who are in-charge of public areas

for the morning and evening shift. In the morning there are 15
houseman working under the supervisor. The houseman are
assigned with the cleaning of particular areas. The cleaning of the
restaurant is done before mis-en-place starts.
 The cleaning of the public areas has to be well planned. It
should be cleaned when there's no rush causing minimum
inconvenience to the guest.

The spotting of the carpets is done once in a month. The

lobby should be cleaned during nights as it would not cause
inconvenience to the guest. The spring cleaning and scrubbing of
the public areas in done by the night shift staff. The carpets and
upholstery of the restaurants is done everyday by the morning shift
staff.

The work on the floor is divided into two categories of workers :-

a. Public area Supervisor .
b. House man.
c. Cloak Room Attendants
GUEST AMENITIES

Given below is a list of the various amenities provided to the guests

in their room. ( Supplies )

 Soap
 Shampoo
 Bubble- bath
 Moisturizer
 Shower- cap
 Soap- suds
 Tissue – Paper
 Hangers
 Toilet – supplies

Not working or t.v. is out of order. Etc. There are lists of complaints,
which are taken down by them. They are as follows :

 Toilet or lamp (s) bulb fused.

 Tubelight not working .
 Telephone, t.v. out of order.
 Fridge not functioning .
 Furniture broken
 Glass cracked .
 W.C. Seat covers loose.
 Flush leaking .
 Main door lock defective .
 Carpet torn.
 Sheercurtain to be replaced & so on.

Any sight fault too is down by then and these complaints are then
sent down to the maintenance department these complaints are
sent to maintenance thrice a day, The floor supervisor has to
clear rooms and give them for to the desk where the room status
given to the reception .

The curtains also have to be looked after by them. The skirting of

each room also has to be neatly cleaned. Even the under bed are
checked in order to locate any kind of unwanted item in the room.

ROOM – SUPPLIES

 Letter heads
 Geeta BIBLE
 Mineral Water bottle
 Glasses
 Confidential
 Candle
 Match Box
 Envelopes
 Pens
 Breakfast card
 Room- service menu card
 Comment – card
 Sewing kit
 Telephones
CLEANING OF THE ROOM

 Leave the door wide open until work in the room is completed.
 Turn on every light, if any bulb is burned our report
immediately and switch off the lights.
 Immediately report any damage to the room, furniture and
equipment.
 Any article left by the guest in a departure room should be
reported immediately.
 Hang any article of clothing found on the bed, chaffers or
furniture, neatly in the closet.
 Printed material, magazines and other papers, which are not in
the waste paper basket, should be placed neatly on the dresser.
 Empty all the ash – trays in the waste paper basket spread a
newspaper on the carpet and empty your waste paper basket on
it. Never put your hand inside the basket (there might be
BLADES INSIDE), make sure cigarette butts are not burning
before you wrap the waste the waste in the newspaper dropped
there by mistake.
 Gather all soiled linen and other waste from the bathroom strip
the linen from the bed, shake the linen out thoroughly over the
bed to make sure that no clothing or other articles are mixed
with the linen.
 Should the bed lined, mattress are wet, stained or torn report it
at once.
 Gather all soiled linen in bundle and take it to the hamper on
your trolley. Be carefully not to overload the hamper.
 Bring the clean linen and make the bed.
 Check and replace the guest supplies.
 Clean the wardrobe shelves and rod. Keep 16 hangers in room.
Keep three laundry bags on the top shelf with laundry lists.
Dust the inside doors, wardrobe floor and corners.
 Open the dresser drawers and clean them. Place the prescribed
guest supplies in the appropriate drawers, the item and amount
is given on your checklist.
 After providing the night service, keep the bed spread on the top
shelf of the wardrobe the luggage rack in case shelf has no
space.

BATHROOM

 Remove all the guest and Hotel article from the marbles top of
the wash basin i.e. gargle glasses, ashtray etc.
 Remove soiled linen including bath mat and rug.
 Clean the light fixtures.
 Clean the mirror with wet cloth and then give shine with old
newspaper.
 Clean the wash basin and marble top with VIA and sponge tines
with tap water and dry it with towel duster. Replenish guest
supplies and it arrange neatly guest and hotel articles removed in
step no. 1.
 Clean water clots with Vim and brush from inside and outside.
Sufficient phenol may be used to the W.C. keep three hygienic
bags at the neck of water closet, close seat cover and put on
satire band.
 Wipe and dry show curtain with towel duster and keep away
when washing the bathtub.
 Washing bathtub with VIM and brush, rinse with clean water
and dry with towel duster.
 Empty and clean the laundry basket
 Spread shower curtains and place it in the bathtub.
 Clean the bathroom/floor with Vim and dry with mop.
 Replace fresh bathroom linen.
 “E” type suites keep bidet towel.
 Always check while cleaning taps, shower and sanitary fitting in
the bathroom for leakage’s and proper functioning (Thinner may
be used to give shine).

WASH BASIN
Toughly chain the inside and outside the basin. Stopper chain
and the water outlet should be cleaned properly. All the chrome
fixtures should be dried with a clean cloth to remove water spot.
TUBE AND SHOWER
Test water closet, seat and seat cover must be cleaned inside
and outside. Clean the set hinges and flush valve, clean and wipe
dry the sear and use the hygienic band in departure rooms.
Disinfect W.C. with phenol. Never use water from toilet for cleaning
purpose. Dust inside the bathroom door. Wipe off the soiled places.
Equipment used on the floor should not be use in the tub and wash
basin.
Replace the rug and bathmat. Turn off the lights and close the
door.

DUSTING

Dust the room completely starting with the entrance, door

frame work around the room. Dust all doors, door frames, pictures
windowsills and frames. Dust furniture makes sure nothing is left
there. Dust bed board lampshades and based and telephone.

FRESHENING UP THE GUEST ROOM AND BATH

Air out the guestroom.

Empty ashtrays.
Empty wastebaskets and bin.
If the guest has had service, remove the glasses.
If the guest has had the room service, remove trays.
Check the bathroom for cleanliness.
Replace used towels.
Check bathroom supplies and replenish exhausted items.
Empty the bathroom wastebasket/bin.
Close the curtains.
Turn on the bedside lights.

If a bed has been placed in the room, make sure to supply enough
towels, soaps and glasses for extra person.
Wish the guest, “have a pleasant evening Sir/Madam”.
If the guest is expected to arrive, or it is an occupied room and the
guest is not in:
Switch on the lights and air – conditioning to low.
Check for fused bulbs.
Fold the bedcovers neatly and place either on the luggage track or
in the closet.
Turn one corner of the blanket, together with the second and the
third sheet, side closet to the nit table.
Place a breakfast and the good night amenities on the pillow.
Clean out the dirty ashtrays, glasses and empty waste paper
baskets/binges.
TURN DOWN THE BED

Pull the night spread gently back, exposing the pillows.

Fold the spread in a three – way fold.
 1. Top toward the bottom of the bed, approximately ¾ of the
way down.
2. Bottom towards the head of the bed, approximately ¾ of the
way up.
3. Fold the right side to the center.
4. Fold the left side to the center.
5. Fold one more time and you have a folded spread that will
fit on the closet chief, baggage bench or in the dresser
drawer.
6. Pull back the second sheet, blanket and the third sheet in
operation, in to triangle.
a) Double bed room occupied by two persons, follow the
same turn down procedure on both sides of the bed.
b) Twin bed rooms occupied by one person, turn down bed
nearest to bath room. Turn down the bed facing the night
table.
c) Twin bed room occupied by two persons turn down each
the bed facing the night table
Place the Good Night amenities on the pillows.

ATTITUDE
 Sincere
 Honest
 Hardworking
 Alert
 Sensitive to Guest needs
 Discipline
 If a guest is a repeat visitor then his history number must be fed.

Reservation number is generated and is retained till 3 days after the

guest has checked out.

HOUSEKEEPING OPERATING PROCEDURES

KEY CONTROL
Strict and positive control should be maintained over all hotel
keys at all times.
DISTRIBUTION: Key supervisor
Room attendants all floor master keys will be held in a locked key
cabinet in the house keeping office except sub custodies to the
appropriate room attendant during the normal worked by the floor
supervisor. A key control 100 book will be kept for the purpose of
maintaining control of the key issued.
The Key Supervisor held responsible for those section sets,
which are checked out from the key cabinet if a signature in his
keys each by initiating opposite the room attendant’s name and the
key set number.

RESPONSIBILITY:
The loss of set MASTER KEYS which can open every door on one or
floor in the hotel is a very serious matter and could result in the
eventual loss of thousands of rupees worth hotel and/or guest
property should the key fall in to the wrong hands. It should be
remembered that the loss of master key is grounds for the
immediate and automatic termination of employment should there
be indication of the carelessness or negligence on the party of
anyone in the dying of key – control custody.
KEY CONTROL:
1.When not on use, all keys should be kept in a day cabinet.
2.Set of key should only be issued to appropriate employment, as
needed each day, at which time they sign for their on a key
control logbook.
3.The key cabinet must be kept locked all times when the area is
left unattended regardless of the time.
4.Keys should not be removed form the property be an employee
who signs out custody for PM and daily basis during the day
after they have signed for the set of keys, they must return their
keys in while they are off the property.
5.The employees will sign for the keys by identifying the set using
their complete in the key log.
6.Keys will be checked in to the housekeeping office, evening Key
Supervisor duty at the working sheet will sheet will acknowledge
receipt of all keys on the log with their initials.
7.All keys should be sight inventoried by the Evening Key
Supervisor integral at the end of the evening shift. Any loss or
discrepancy will be reported immediately to the Executive
Housekeeper.
8.At the end of each working day, keys are to be placed in the key
cabinet locked, and the housekeeping office locked.
9.There is a special set of keys designated as the opening key. This
set of keys will have a key to the housekeeping office in which
the key cabinet is kept under lock. This set of keys can be left in
the custody of the front desk (night) Manager when the house
keeping office is locked. They will be picked up each morning by
the morning shift supervisor in charge of the opening house and
will be returned to the Front Desk (night) Manager at the end of
the evening shift.

SPECIAL, CONCERN:

The above specified policies and instruction are provided for

the protection and security of all employees, as well as the
protection from the consequence of lost keys.

PREPARATION:
Obtain night report list from the supervisor, indicating the number
of rooms occupied and expected arrivals.
Collect appropriate turn down amenities that will be placed on
each pillow (amenities may including such items as: Good night
note, Mints, Chocolate, Flowers, Liqueur etc.).
Assistant must possess the quality of politeness, promptness and
willingness to help the guest.
PROCEDURE FOR ENTERING A ROOM
1.Do not enter the room if the “DO NOT DISTURB” Sign is
displayed on the room door. Check the door later and re – check
again while you are on duty.
2.If you have not been able to enter the room within a certain time
(which you will be told later), report it to your floor supervisor.
There would be a chance that the guest may be sick. The Key
Supervisor should check the checking in time for the guest.
Never go off duty without reporting any or all room you have not
been able to clean.
3.Always knock at the door before entering the room. Unlock the
door by means of the floor master key and open it slowly and
knock. Fagin should the guest be sleeping, withdraw quickly
from the room. If the guest is awake, announce Housekeeping
room attendant and ask if he would like to have his room
cleaned.
4.If you have been making a room in the absence of the guest and
the guest returns before your work has been finished, always
ask him whether he wants you to continue or return later.
5.Occupancy report: The Hospital Assistant make an occupancy
report which gives the following information:
a) Occupied and slept in
b) Occupied but not used
c) Vacant Room
d) Departure Room
e) Out of order
f) Number of persons in the room
 g) Scanty baggage
ENTERING ROOM:

Knock on the door 3 times with your hand and not with the key.
Announce yourself by saying “Good evening Housekeeping”.
Pause for a few minutes for the guest’s response. If there is no
testiness, repeat the procedure before entering the room.
If guest responds, introduce yourself and request permission to
effect evening service by saying “Good Evening Sir/Madam (guest
name to be used whenever possible). May I service your room?”
If guest agrees proceed with the service.

WEEKLY CLEANING:

Some items in guest rooms do not necessarily require daily

attention they must be done weekly. Among these are changing the
papers in the drawers, polishing the brass lamps, moving furniture
out from the wall, carpet under bed, furniture, air conditioning frill
and bathroom rube light grill can be cleaned.
SAFETY PRECAUTIONS:
Try to develop safety conscious habits and keep yourself and out of
hospitals. In case of a fire, ring up the exchange, giving your name
and designation and side of the fire and also the type and the place.
CREATING A FRIENDLY ATMOSPHERE:
This means that we must create on atmosphere of friendliness and
not familiarity with the guest. You must wish a guest when he
comes in contact with you always greeted the guest with a smile.
The hospitality discrepancy report. The Hospitality Assistant should
check all rooms except rooms displaying DO NOT DISTURB sign for
making the occupancy report.

CHECK YOUR EQUIPMENT:

1. Stack your trolleys with proper amount of supplies for the day.
2. Check your supplies and equipment before you move to the room
or floors.
3. Avoid running for equipment to the Housekeeping Department
each time you require something.

HOTEL EQUIPMENT:

The Executive Housekeeper issue the Hospitality Assistant proper

equipment like Vacuum, cleaners, Scrubbers etc, for them to do a
good job. All these equipment cost a lot of money to the Hotel. He
should follow all instructions regarding use of these equipment
carefully taking positive steps to see that these equipment are not
mishandled or carelessly used.

LINEN CLOSETS:
These linen closets are maintained on each floor. In these closets,
all kinds of bed linen, Towels and guest supplies are kept for use in
the rooms. The idea behind having these closets on the floor is to
have speedy and efficient supply of linen, towel and guest supplies
to the room. These stocks of linen towels and gu8est supplies are
replenished every morning and every evening. Every morning before
a Hospitality Assistant goes to the rooms he stacks up all the stocks
required for the complete sets of rooms he is responsible for
cleaning.
SAFETY PRECAUTIONS:
1. Always put on the light before entering a dark room. You might
bang against an object in the dark and hurt yourself.
2. When removing wastes from the baskets, empty them upside
on a old newspaper. It might contain razor blades or sharp
objects like pin or broken glass.
3. Watch out for razor blades when cleaning bathrooms.
4. Carelessly handling furniture there by getting splinters.
5. Be careful and alert of broken glasses on the floors before
cleaning them by hands.
6. Don’t leave electric cords for someone trip over.
7. When opening and closing doors, you should hold the door by
the knob and not by the edge.
8. While cleaning window glass in guest room from, outside use
safety belt.
Possession while on duty. Hand it over to the Executive
Housekeeper after your duty.
ADVANTAGE OF YOUR JOB
GUEST SATISFACTION:
Your job gives proper shape and cleanliness to the rooms. The
result is that when the guest enters the room and observes a
clean, fully carpeted room with all the decorations it makes him
happy. He feels he is at home and gives him a feeling of being
looked after.

MORE SALES:
If a guest is happy and his needs and comforts are looked after
attended to immediately he will come back again to stay with us,
and the Hotel gears more money. That is what the Management of
the Hotel wants and you are there to see that rooms are cleaned
properly and quickly so that they can be sold again and again. A
happy and satisfied guest speak highly of our hotel to other people
and they in turn come and stay with us.

PROFESSIONAL KNOWLEDGE:
We in this training program impart professional knowledge about
the entire work of the HA. This helps you to perform your job
effectively.

EFFICIENCY:
 You must do a good professional job in the rooms cleaning of a
room must be done strictly in accordance with the procedures laid
down by the Management. Not a speck of dust if left out in any
come of the or on furniture.

The hospitality Assistant must always attempt to finish of

cleaning a room quickly not forgetting any cornet of articles of
furniture of light left unclean.

REPORTING FOR WORK:

1. Always be punctual.
2. Always time your watch to be in the Hotel at least 10 minutes
before your duty or.
3. Always apply for leave.
4. Do not absent yourself from duty.

UNIFORM:

1. Change your uniform daily.

2. Do not come to the floors with dirty. Stained crushed uniforms.
3. Try to avoid staining your uniforms.

BATHROOM:

(a) Clean the light fixture.

(b)Clean the shelves and racks with a cloth.
(c) Clean the tub, basin and WC with VIM only.
(d)Chrome fixture should be dried with a clean cloth to remove
meter spots.
(e) Clean the wall tiles.
(f) Clean the bath fixtures.
(g) W.C. seat cover, Hinges, Flush Valve should be cleaned, dried
and closed with band.
(h)Bathroom and room should be dusted properly.
(i) Mirrors cleaned with damp paper.
(j) Flit the bathrooms with spray.
(k)Brush all furniture and lampshades.
(l) Hoover the carpet. Last look to check the room. All pictures
straight, curtains adjusted, telephone cord untangled.
Lampshades straight and leaning to the wall. Lamp cords placed
properly for safety and appearance.
(m) Never go off duty without reporting any room you have not
been able to clean.

MASTER KEY AND ITS HANDLING

The Hospitality Assistant also keeps the floor Master key. While is
itself is a very important aspect of your job.
This key should under no circumstances be given to anybody
whether it is a guest or an employee.
It a guest request to unlock a room, direct him courteously and
politely to the Senior Bell Captain in the Lobby, never leave the floor
master key out off your.
Check out time is the same as check in time, it is usually 12 NOON
in India, but it can be any time i.e. fixed by the Hotel when the
charges fee the new day are levied.
Depending on the system of the hotel, and the relations between the
hotel and the guest the charges for half a day or full day for the
period either before or after the said check out time are charged.
The charges in the Hotel are based on different systems.
(a) E.P. – European Plan – Room only
(b)C.P. – Continental Plan – Rooms plus Breakfast
(c) A.P. – American Plan – Room with 3 meals included in the
charge.
(d)M.A.P. – Modified America Plan – Room plus Breakfast any
one meal.

SYSTEM OF EXCHANGE
ROOM LINEN
1. Linen is sent down through the chute. If there is no chute, the
house – men/room attendants should bring down the linens
trolleys whenever they come down for their tea/lunch breaks.
2. The Key Supervisor should fill up a soiled linen slip and send it
down to the laundry. The laundry should tally the daily
production with the soiled linen slips whenever there is a
discrepancy, in order to reconcile it.
3. Bathrooms, newspaper bags and beside mats should be sent
down separately.
FOOD AND BEVERAGES LINEN:

F&B linen should be sorted out separately as napkins, waiters

cloth, tray cloth and table cloth by F&B staff, before bringing it
inside the laundry. All the small pieces should be made in to
bundles of ten each.
1. The linen room/laundry staff should check the quantity at
random. They should also look for any misuse of linen, any
detected misuse of linen should be brought to the notice of the
F&B manager before processing and it should be noted down
separately.

UNIFORMS:

All the uniforms should be sorted out in the following categories

before sending them to the laundry.
1. Kitchen Coats and Aprons
2. Kitchen Trousers
3. White cotton uniforms
4. Color cotton Uniforms
5. Color Terry – cotton Uniforms
6. White Terry – cotton uniforms
7. Terry wool Uniforms and dry – cleaning
 8. Saris and blouses
On premise laundries have been pioneered in India by the Leela
mumbai,hotels.

Over the years, technology has changed the way we work today.
Manning has been an issue for debate and getting the right set of
people to work, as a team has been the prime requirement for any
workplace and for the organization.
All equipment installed needs to be properly handled for efficient
performance. All methods of handling machines efficiently and
effectively come under the label of effective systems, prices and
procedures.

This manual aim to bring to all in Leela mumbai the benefits of the
group’s rich experience pertaining to workspaces equipment,
systems and procedures.

It has been a conscious efforts to ensure that all Laundry Managers

and Executive Housekeepers, in Leela mumbai have a live
document, which can be used as a ‘Ready Reckoned’ and Reference
manual.
THE RELATIONSHIP WITH OTHER DEPARTMENTS

Each department of our Hotel has been established to carry out its
own specialized functions.

Yet each is a part of the whole operation and must coordinate its
activities with those of all other departments are virtually self-
contained, but by the very nature of its functions the Housekeep
ring department dispenses its employee throughout the house.

THE FRONT OFFICE:

Rooms are chief concern of both departments. They must

continually exchange information on room status, front Office
makes the discrepancy report from the Housekeeping occupancy
report. (He Should be very careful in making the list).

THE ENGINEERING DEPARTMENT:

It is housekeeping department’s job to inform all mono repairs
before major breakdown occurs. They must both combine to have
the maintenance done with the least annoyance to the guest.

THE LAUNDRY DEPARTMENT:

The Hotel has its own laundry. The laundry washes the uniforms of
the staff, all kinds of linen and guest linen. Linen bag which is hung
on to the maid’s trolley and when the bag is full, it is emptied
outside the linen closet. The linen is later counted and the total
quality is noted down and then thrown down the chute, which
opens, in to the Laundry. These are then again counted in the
laundry by the laundry be the laundry man. Fresh linen is collected
against the list, which contains the total number of loonies, sent
down the chute. For a steady and efficient flow of linen from the
laundry to the Housekeeping and from the housekeeping to
laundry, it is essential to properly sort each category of linen size
wise and those, which are badly soiled and less, soiled.
 FOOD

PRODUCTION
INTRODUCTION

Hotels are justly proud of their reputation for fine cuisine and
elegant dining. Food production is an integral part of the services of
the hotel. When the guest arrives at the hotel he not only expects a
comfortable and relaxed stay , but he also expects good food of the
highest possible standards Especially in today's times with growing
competition it is very essential that the hotel tries to provides as
many food outlets to the guest serving various kinds of quality
cuisine.

Nowadays the restaurants not only provide services to the in-house

guests but also to the local guests and the recognized patrons.

Food production is the conversion of food from the raw to the

palatable state. It is no longer a profession concealed in mystery
like the secrets of the ancients. The great wealth of food knowledge
and most of the secrets are available easily today with its formula.
There are principles, procedures and techniques in food production
just as there are in other fields.

Food production is a respect to the connoisseurs of food who have

been passing techniques and styles of cooking from generation to
generation. It is due to this fact that food production has developed
to the advanced form it portrays today. Even for achieving the goals
of profit, emphasis is not only on quality of food and techniques of
preparation but also on hygiene ' 'nutrition., satisfaction, and
economy to a customer, at there are six restaurants and room
service available for providing service to the guests. For the
functioning of these outlets there are a series of kitchen provided.
Although these entire kitchens were not covered during our training
period the following were provided to us for the same.
THE KITCHEN SUBDIVISIONS
In the hotel, they use the decentralized system of kitchen
functioning though in some places centralized system is used. The
main sections of the food production department are:

1. MAIN KITCHEN: This section of the kitchen is divided into 3 sub

section as following:

a. Soup Section

b. Hot Range (continental)

c. Indian Kitchen

This section mainly serves to outlets as room service,

La Rochelle, Coffee shop, Banquets.

2. GARDEMANGER: This section deals with the cold meat and food
for the department. It serves to all the outlets of the hotel such as
Butlers Pantry, Room Service, Coffee Shop, La Rochelle, other
sections of the kitchen etc. It is a decentralized kitchen working 24
HRS.

3. BAKERY: This is the section of the kitchen working continuously

and producing high quality Cakes, Pastries, Desserts, Breads rolls
etc. It is a decentralized kitchen working 24 HRS.

4. BUTCHERY: Butchery in hotel terminology is also called "Meat

Fabrication" as it is involved in changing the form of meat, poultry,
fish etc. from unclean and large chunks to clean and appropriate
sizes as required for various purposes.

INDIAN KITCHEN

Tandoor section: This section is responsible for the preparation of

the all Tandoor items. Its basic function of the morning includes
supply of breads to La Rochelle.

Halwai section: This section is involved in the preparation -of all

Indian sweets whether hot or cold. All the dishes are prepared by
the Halwai for ‘a la carte menu’ as well as banquet parties and kept
in the cold storage under lock and key.

BAKERY

The bakery consists of a twin room enclosure called the

confectionery and the bakery (The place where all the baking is
done) with its own walk-in and deep freeze. It is the place where the
preparation of Cakes, Breads, Pastries, and Tarts etc takes place. It
provides a large variety of desserts and beverages for the benefit of
the guest. It is a guest’s delight to be in the outlet which brings
into combination one of the best products with the hospitality of the
staff at work. The bakery provides service to Coffee shop, Room
service, La Rochelle, Butler pantry, Banquets, Pastry shop & all
specialty kitchens.

OBSERVATIONS :

The bakery is divided into a baking room, pastry area, puff area,
and a Gateau area.

It also has an ad ascent chocolate room for chocolates and pralines.

Cakes of various types including special orders with written
messages are prepared here.
All the breads, pastries, muffins etc are prepared in the night.

The bakery section has various types of imported flours required for
breads.

The bakery has its own pot wash.

Each bread and pastry has a set decor and its picture is set up to
get required shape.

The bakery’s cold storage is used to store perishable items like the
dough, prepared pastries, cream, milk, butter etc.

The deep freezer is used to store hotel-made ice-creams, mousses,

etc.

The oven has hot air jets and is of rotatory rack- type.

The general basis of requisition in the bakery is that; generally the

stores for one- two days is taken in advance.

Hard liqueurs like rum, tequila, whisky, etc are also used to add
flavors to some of the preparations.

Common Cakes made at the Main Table are :

1. Vanilla Cake.

2. Nougat Cake.

3. Truffle Cake.

4. Light Chocolate Cake.

5. Fruit Cake.
6. Madeira Cake.

7. Marble Cake.

8. Pineapple Cake.

PUFF SECTION

The Puff Section consists of a big rolling machine to roll out the
dough. The dough may be needed for Danish pastries, pralines,
savory dough, flan dough, beaches, volt au vents or cheese sticks
etc.

There are two main types of dough’s used via :

1. Savory Dough.

2. Puff/Flaky Dough.

Out of these, they are molded into tarts or botches or volt au vents,
filled in with choice fillings and sent up for sale.

DUTIES AND RESPONSIBILITIES

MORNING SHIFT:

1. Pick Lip the stores and store them at required places.

2. Prepare Cakes, Desserts, Savory, Pies etc for different

outlets.

3. Handle orders for ice-cream, Shakes, Rolls etc.

4. Prepare desserts for Banquet functions.

5. Prepare fresh rolls for use during lunch times.

6. Prepare pizza dough.

7. Prepare food Stuff for the pastry shop.

AFTERNOON SHIFT:

Takes handover from shift for any balance of stores.

Prepare various types of cookies and breads like Hard Bread,

Vienna Bread, and Burly Bread.

Prepare sponge Cakes, Pastry sheets, Pralines; butter Cream,

Gnash, creams etc.

Handle orders of desserts.

Prepare desserts & savory pies for evening in restaurants.

Handle orders of Cakes from pastry shop.

Take the handover of items after closure of Pastry shop.

NIGHT SHIFT:
The basic duty of the shift is to prepare various breakfast rolls for
the morning.

It also does cleaning of the bakery equipment

RECEIVING AND STORAGE:

Since the bakery deals with the products having Cream, Butter etc.
which are highly susceptible to spoilage, thus there should be
proper storage of such items.

Also, on receiving of the items from the stores the quality and
quantity should be checked. The first in first out technique is to be
followed.

EQIPMENTS USED IN BAKERY:

NAME

FUNCTION

Probing chamber

For probing & leavening purpose of breads, rolls etc.

3 tire oven

For baking of breads, cookies, pastry sheet etc.

Chocolate cutter

For cutting chocolates into shaving.

Twin set ice-cream maker

For the mixing of ice-cream mix and its preparation.

Bread-slicker

For the slicing of breads.

Pizza and pasta maker

For rolling dough into sheets of desired thickness.

CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation

of all continental dishes and their service to outlets such as La
Rochelle, Room service and the banquets. This section is divided
into 2 parts.

1. Soup Section.

2. Hot Range.

1. Soup Section: This is the section preparing all types of soups for
all banquet functions and restaurants. The section has one chef
working, who prepares all the soups. Everyday about 7-8 soups are
prepared excluding the party soups and the quantity produced is
150 cups of each soup daily. This section also prepares stocks of
different type for use in soup section as well in any other part of
kitchen as required. The section gets the raw materials en daily
requisition basis to stores and butchery. The soup prepared
everyday includes

Mulligatawny Soup Cream of Tomato soup

Tomato Shorba Soup Cream of Leafy Spinach soup

Cream of Mushroom soup Seasonal soups

2. Hot Range: This section of the main kitchen is responsible for

preparation of food for the restaurant buffets in the morning and a
la carte menu to the restaurants in the evening. It is further divided
into the following.

Vegetable section

Grill section

range section

Saucier section

Pantry section

IMPORTANT OBSERVATIONS:
The number of people working in each shift is five.

Each order is the combination of all four sections (saucier, range,

pantry and grill).The chef has to combine and co-ordinate the four
to give end result and optimum efficiency.

The fish generally goes with lemon butter sauce (L.B.S)

There is an extensive use of wines in sauce.

The plates are kept in hot oven to keep them hot while serving the
dish.

There is a hot light counter to keep the dish hot till pick-up is done.

The pick up is according to the course of the meal and is swift.

Quite a few ingredients are imported.

The grilling is of three stages- medium done, rare done & well done.

Pasta dishes are preferred more saucy amongst Americans and

driest amongst Europeans. Indians prefer it spicy

Pasta is mostly prepared in olive oil

The continental section also has a microwave to instant orders..

Complaints are very less and are handled by the chef.

Baked potato is provided as an accompaniment in various grill

dishes.

The chef is responsible to set the-dishes in platter and to ensure

that it looks good and palatable.

The staff works with a very strong team spirit and there is healthy
coordination between the various sub-sections.

The shift does the following duties

 The function prospectus is once again cross examined though

done before also.
 The kitchen is set up.
 Mis-en place for food stuff is done.
 Buffet food is prepared and sent that it is picked up timely.
 Stores are brought [includes grocery, perishable, butchery]
 Soups are prepared and given to outlets & rest are stored.
 The shift also does indenting for raw materials for next day.

EVENING SHIFT:

 Stores are brought (if any balance is there.)

 The Kitchen is once again set-up.
 Order of food is prepared.
 Mis-en -place for their own shift is done.
 Soups and other items for the banquets are prepared.
 Live pasta is provided for in case demanded for the party.
  Mis-en-place or the closing, duties and cleanup is carried out.

EQUIPMENTS IN CONTINENTAL KITCHEN:

Steam Boiler

Roasting Pans

High pressure Burners

3 tier oven

Salamander

Hot plate

Grill

FUNCTION

For volume boiling

For bulk sautéing, frying etc.

For cooking food

For roasting meat products.

For gratinations

For slow cooking

For grilling food

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all
carvings and displays are carried out. Here the staff is skillful and
the work done is very different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a

decorative and fancy manner are done to improve the image and the
standard of the hotel. Fancy carvings and decorative displays are
always liked by the guests.
The total strength of the kitchen comprises of 7 people. The Garde
Manger is a small kitchen with one walk-in cooler and one traulsen.
It is located right beside the Pastry Kitchen and is not far from the
Main Kitchen. Here the items and displays would be made
according to the party sheet. It mainly caters to parties and buffets.

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function.

Cross check the function prospects.

Prepare the salads for buffets in coffee shop and La Rochelle.

Prepare cold meat platters, canapé platters for outlets.

Prepare dressing and garnishes for the salad buffets.

Peeling of sweet lime and taking out the juice for La Rochelle lunch.

Preparing for next days breakfast fruit platters.

Other related functions:

1. It prepares classical canap6s for the banquet functions.

2. It also carries out Ice carving and pumpkin carving etc.

EQUIPMENTS USED IN GARDEMANAGER :

NAME FUNCTION

SLICER for slicing of meats, vegetable,

fruits of equal size

JUICER For taking out juices.

TRAULSEN For storage of frequently used

perishable products.

WALK-IN Used for storage of items.

GRAVITY FEED For slicing breads, eggs, etc.

SLICER
DISPLAY MATERIAL:

Garde manager is an innovative image creator for the hotel and

thus there are various materials used for display of products. Some
of them are as follows:

1. Marble tops

2. Mirrors with wooden beadings of very thin thickness.

Silver platters covered with jelly or has no direct contact with

Fruits, vegetables etc.

1. Glass /ceramic bowls.

STANDARD PRACTICES:

Since the Garde Manger section deals with highly perishable

products, there are some points to be kept in mind while working,
in this section, these are is follows:

The products used should be fresh as possible.

Salads should be prepared close to pick up time to ensure

freshness.

The dressings and garnishes should be prepared freshly and

accordingly.

It is advised to use gloves during handling of raw fruits and

vegetables as they are highly susceptible to bacteria and other
germs.

BUTCHERY

Butchery section is the section where all the meat, Poultry and fish
items are received. Due to increasing demand for non-vegetarian
items, the Hotel has built a separate unit in the premises itself,
called Butchery. From Butchery, the meat products are supplied
to all the satellite kitchens as well as the main kitchen. Nearly 80%
of the meat items are cleaned and packed and stored here for the
future use by different outlets. Remaining 20% stored in the way it
comes from the suppliers, needing to clean etc.

They are then cleaned of their riffles and other parts which can
cause spoilage and then stored, freshly packed in a bag. Butchery
is also called as Meat Fabrication area of' the hotel. The butchery is
headed by a Chef De Parties.

The area of this unit is sufficient enough and clean. All the work
here is carried out by team headed by a Senior Chef, Senior Cooks,
Cooks, Butcheries and apprentices. Last in the order come the
trainees.

Butchery has two walk ins and two deeps, for fish and sea products
and for meat products.

Temp of walk-in is 8 – 10 C.

Temp of deep in around -14 C.

All the different cuts are coded and packed in plastic packets,
which are then stored in plastic baskets and kept in the deep or
walk-ins.

However, there is standard pattern followed before packing and

storing. All items are first packed in plastic bags and then put in
vacuum machine. After the item is vacuumed, the packets are
transferred into baskets and kept inside.

All kitchens except main kitchen send their requirements one day
in advance. So, at the end of the day, chef goes through the form of
a computerized indent sheet and places items of various outlets in
different baskets and puts a tag on them.

Main kitchen orders through order tickets as their requirements

may change at any time due to unpredictability of parties in
banquet halls. All costs are adjusted in the computer at a later
stage.

All the items are dated and FIFO system is followed. The inner deep
is actually meant for extra stock or for the items which are not used
at a regular basis.
Stock taking is carried out on every Wednesday and on Monday
night, fumigation process is carried out. Therefore, on Tuesday
morning, all the walk-ins and deeps are cleared thoroughly.

INTER DEPARTMENTAL RELATION SHIP

The ‘Kitchen’ has a direct relationship with the following
departments:

F & B outlets
It has been already discussed how the kitchen is related to the F&B
outlets. (The outlets sell what the kitchen provides) the intimate
relationship makes the earning & maximization objective of the F &
B department, a reality.

Kitchen Stewarding
Stewarding serves the kitchen in the following ways:
Cleaning of kitchen areas thus ensuring proper hygienic standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the

Engineering and maintenance department.

House-keeping department:

For uniform.

Other Operations:

Kitchen staff and kitchen stewarding department jointly run the

staff cafeteria.
FRONT OFFICE
INTRODUCTION

The Hotel now unfolds its new-age grandeur with the newly
appointed spacious deluxe rooms and designer suites that beckon
you to indulge. The guest rooms with their exquisite selection of
furnishings are equipped with world-class facilities and luxuries. All
rooms have inspiring views overlooking the pool or the well-
manicured and landscaped gardens. Midst all this, care has been
taken to keep intact the hotel’s inherent spirit, history and the ‘Old
World’ charm.

In countries throughout the world, the steady and continual

increase in size of tourist and hospitality industries continues. In
order to accommodate the world's travelers, the Hotel Industry
is also expanding to keep up with the demand.

For many people it's the look, design or location that creates the
important and lasting impression.

However, the Hotel industry is highly people oriented. It is the

effectiveness, efficiency and warmth of these people, which is what
creates the lasting impression, and it is these same people who, by
their attitude and friendliness, subconsciously attract guest back to
the hotel.
Very often the first and the last place the guest comes into direct
contact with the Hotel is the Front Desk. It is the Front Office,
which forms the basic foundation for the hotel staff and guest
relation in the future. Its primary function is the sale of guest
rooms available in the hotel by following a series of preset
procedures consisting mainly of reservation followed by registration
and assigning room to customers.

Front Office is termed as the powerhouse of the hotel -It plays a

major role in the operations of any Hotel. It is believed that room
sale is the most profiting mode of income for the hotel. Revenue
collected from the room sales contributes much more than any
other departments consisting more than 70 % of the total sales.

Thus we see that the primary objective of the front office is to

receive the guest, give them a warm welcome, assign them rooms
keeping in mind their taste and preferences and be a customer
friendly interface between the hotel and the guest.

This extremely important department is one of the first points of

contact the guest has with the hotel, and leaves a lasting
impression on the mind of the guest about the quality and service
provided. It is therefore, crucial for all Front Office personnel to be
constantly aware of this fact and realize that, in addition to their
routine functions, they are also salesmen for their hotel and the
other hotels in the group.
DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office are

1. Reception.
2. Cashier.
3. Concierge.
4. Telex and Fax.
5. Reservation
 INTERACTION BETWEEN GUEST AND THE HOTEL:

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

1. Reservation Office: For reservation of room and assigning pick

up for self.

Arrival

1 Reception: For Registration, Room assignment and issuing of

keys.

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

Occupancy

1. Front Desk Cashier: For currency exchange, safe deposits of

valuable articles and Maintaining guest accounts.

2. Telephone : For Telephone calls.

3. Bell Desk : For transportation and news papers.

4. Concierge : For guest mail and other information.

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

Check out

1. Front Office Cashier: For Bill settlement and checkout.

2. Bell Desk : Baggage handling and transportation .

RECEPTION

It plays an important role in the front office setup. This is the

first section where the guest comes in contact with a hotel
employee. It is located in the Front Office and it deals with
functions, the main one being checking in or allotting rooms for
individuals or groups.

When the guest arrives at the hotel, he first approaches the

reception counter to give in his name if he has a reservation, If the
guest has booked a room in advance then a reservation card with
all the details are printed and kept ready.

In the case of a walk-in, the receptionist fills out the

registration card and checks the computer for vacant rooms. The
receptionist checks up with the assigned rooms report also to
ensure that the room allotted is vacant. The key card is filled up
and the appropriate key is placed in the card and handed over to
the guest. For registration, everything is done on the computer.
Hence manual labor is saved on as the guests check in and are
billed directly through the computer as the entire hotel operations
runs on computer.

A group coordinator always awaits the group to check in. The

group leader is then taken to the Bell Desk/Side desk, here the
group coordinator checks with the rooming list. The group
coordinator allots the keys along with the key cards. The rooming
list is also needed to identify the guest baggage. The bellboys then
carry the baggage up and in this manner a group is checked in.

FUNCTIONS PERFORMED :

RECEIVING MESSAGES : A hotel provides a complex series of

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

ROOM CHANGE : In case of room change, a change slip is filled in.

Four copies are prepared. They are for the following departments :-

 Bill Department copy.

 Room Service Copy.
 House Keeping Copy.
 Telephone copy.

MAINTENANCE : In case of maintenance of anything in the

reception department. A maintenance order is filled. It is prepared
in duplicate.

HANDOVER : During the change of shifts the person working has

to handover all the responsibilities to the person who has come in.
For this a handover slip is filled up and also writes down the
necessary work to be performed by the next shift. So that work can
be carried out smoothly.

INTERNAL COMMUNICATION UNIT

An important part of the reception is the ICU. This area is located at
the back of the reception It is the place from where the messages
are received noted into a log book, fed into the computer for a
particular guest in his reservation folio. Put in a message envelope
and slipped through the guest door .Another important function of
this area is to receive and sent faxes. All the reg. cards are printed
and sent from here.

EXPECTING A CALL/MESSAGE SLIP

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

If the guest is expecting a call but he is not there in his room but
some where in the hotel only.
Message slip is a type of slip, which is filled up by the receptionist
along with the message in case the guest is not available in the
hotel.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he

check’s-in, and it mainly consists of Name, Address Organization,
designation, & nationality and in case of a foreigner it contains his
passport no. details along with Room no. Date of arrival and
departure. And the mode of payment.
 Finally the guest has to sign a declaration that he will release
the room by checkout time whatever it is on the departure date.

ROOM KEY CARD

Room key Card is issued by the receptionist of the Front office

Department to the guest, who checks- in the hotel. It is a card,
which is used as a identification card by the guest in the hotel while
requesting for the key, signing in the restaurant, bar and on
checkout, On one side of the card it contains Name, Room no., rate,
arrival & departure and on one side is the different outlet’s of the
hotel along with their timing’s are given.

RESERVATION CARD :

A reservation card is one that is filled in at the time of check in.

The details extended are :-

1. NAME OF GUEST.
2. DESIGNATION AND OCCUPATION OF GUEST
3. NATIONALITY
4. DATE AND PLCE OF ISSUE OF PASSPORT.
5. DURATION OF STAY IN INDIA
6. PERMANENT ADDRESS
7. DATE OF ARRIVAL IN INDIA
8. ARRIVED FROM
9. IF EMPLOYED IN INDIA
10. REGISTRATION CERTIFICATE NUMBER
11. DATE AND PLCE OF ISSUE
12. NUMBER OF PERSONS STAYING
13. NEXT DESIGNATION
14. DATE OF ARRIVAL
15. TIME OF ARRIVAL
16. DATE OF DEPARTURE
17. BILLING INSTRUCTIONS
18. PARTICULARS

CONCIERGE

 Recommends and develop appropriate service concepts,

facilities and amenities as meet guest expectation and future
needs.
 Develops and maintains Concierge services as an absolute
representative “Face of the Hotel” there by adding value to the
over all image of the unit.
 Concierge is completely responsible for the smooth operations
of the Concierge department and to make sure that the
department is updated and has full knowledge local attractions
and provides hotel guests with information on the city and sight
being tours.
 Provides a dependable, professional limousine service to the
guest as per the organizational standards.
 Ensures proper ticketing and other travel arrangements for the
in-house guests.
 Facilitates within organizational norms, any internal or external
errand/services a guest may request for.
 Responsible for ensuring reservations for guest in desired
outlets, hotels, entertainment or service facilities.
 Defines the organization of work within the department
including assignments schedules and vacations for the staff.
 Ensures all records/documentation is properly maintained as
per the requirement of the organization.
 Ensures the smooth operation at the airport to make sure that
assistance is provided to pre-designated guests on arrival and
departure.
 Concierge is responsible for the availability of cellular phones
either from the stock or arranging from rental agency.
 Responsible to make arrangement for charter aircrafts through
the Oberon Air Services and from other agencies in case of non-
availability.

CASHIER
The cashier is adjoining the reception and information counter but
is situated at the corner. It does not face the entrance through the
lobby at the HOTEL its main function is to maintain guest folios.
The posting of charges from departmental vouchers to guest bills is
carried out here. At check out time the bill/folios are closed by the
casher.
The Second copy of the registration card of a guest is attached
along with his correspondence and is placed here. All the
miscellaneous bills are immediately added to the room bill and fed
into computer.

Apart from this the cashier in in-charge of handling petty cash and
to keep safe custody of guest valuables. If valuables are lost in the
room then the hotel is responsible for such losses. If a guest wishes
to make use of a safety vault, then the cashier issues it and the rent
is charged.

The Cashier department is important but equally risky as there is

an inflow and outflow of lot of money everyday.
 THE BELL DESK

On Arrival guest luggage is taken in the trolley with the guest to the
reception and wait to get the check in procedure completed.
Luggage is carried along with the guest to his room. Guest is
explained about the fittings facilities in the room. Bell Boy errand
card(arrival) is taken from reception at the time of carrying the
luggage and then filled in and maintained. Arrival departure of the
guest is notified in the bell captains control sheet. Scanty baggage
guests are marked and the report is signed from the reception (even
in case of regular guests.

THE BELL DESK

 Morning newspapers are sorted and banged outside rooms by

night shift.
 Guest is explained about hotel and room facilities including mini-
bar on check up.
 Guest baggage handled and carried to rooms in check-ins and
removed and brought to lobby for checkouts.
 Errand card made for arrivals and departures, and arrival cards
given by reception at the time of check in.
 Guest mails are mailed, for a specific price.
 Maintaining baggage in the luggage room face of cost.
 International newspapers received and distributed.
 Early morning newspapers are distributed in rooms by the night
shift.
 In house, Room verification and expected arrival report is
resigned and newspaper request list completed.
 In luggage handling arrival cards are given by reception, which
are filled up and maintained. Where as departure cards are made
at bell Desk.
 Guest luggage is stored in luggage room for which tags are
attached to the luggage and receipts given to the guest and the
 luggage register completed Log book maintained by the shift
captains

Luggage Room

The luggage room is next to bell desk and has racks to store the
luggage properly. When a guest requests for his luggage to be stored
in the luggage room a tag is attached to the luggage and receipt
given to the guest with room no., date and running and type of
baggage. A luggage room register is maintained which is then
cancelled when the guest takes back his luggage. In House report,
Room Verification report and Expected Arrivals Report is received
from the computer room and is helpful in functioning of the bell
desk.

Guest special request are satisfied by Bell Boys, like buying some
things from market etc. Guest mails are mailed for the guest on
some cost. Messages and guest fax distribution is handled by
concierge.

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

Medium of Reservations
 Telephone : TEL

Telex/Cable : TLX / FAX

Letters : LTR

Verbal :

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

Hotels)

TA : Travel Agents (Local or Foreign)

DIR : FITs (Free Individual Traveller)
TA : Tour Operators
Dir : Companies
EMB : Embassies
LHW/LRI/
DER/STR : Hotel Reps.
Air : Airlines
CRS : Central Reservations
: Inter-Hotels-use hotel code like HOT, HOG etc.

GUARANTED RESERVATION :

A reservation under which the guest will guarantee to pay for the
room even if its not used, unless the guest has followed the hotels
prearranged cancellation procedure. In return the hotel holds the
room till the check out time of the guest. For a guaranteed
reservation, an advance payment is taken from the guest.
NON GUARANTEED RESERVATION :
A non-guaranteed reservation is a reservation in which a guest has
just agreed to stay in the hotel without any pre-payment.

At the HOTEL, in case of a non-guaranteed room, the room is held

for the guest till 1800 hrs the same day, after which it is released
for sale but prior information regarding this policy is always given
to the guest.

EARLY CHECK – IN :

This term means that the guest would check in to the hotel before
the standard check in time of 1200 noon.

CASE I
In case the guest wants to check in after 7:00 am on the day of
check in, he may be allowed that without any extra charge by any
member of the front office team,.

CASE 2

In case the guest wants to check in before 7:oo am on the day of

arrival, he is charged for one extra day however the decision lies in
the hands of Fom/Asst. as to whether to charge or not .

MODES OF RESERVATION
The different modes through reservation request are made to the
hotel are as follows:

 Personally
 Letters
 Telephone
 Telex
 Fax
 E-Mail
However most of the times the reservations are made either by
Telephone or Fax

HOW TO TAKE A RESERVATION ON THE PHONE

a. Answer promptly – greet the caller by mentioning time of day

and department and offer to help.
b. Take down all the details on the printed reservations form.
c. Check the status of the room-availability and thereby
confirm/regret/wait list.
d. Ask for a written request especially for billing instructions,
which should never be accepted verbally.
e. Thank the caller.

Processing a Reservation
a. Check under the Guest History (GHD) if we have any prior
information on the guest.
b. If we do have the above than the folio is created from history
(HC). If not then a fresh Guest folio is called up (CGU), check
Company Account Directory (CAD) # and fill-up Company
Account Directory # on folio.
c. The folio is filled in with all the details available and then
created on computer by pressing control F2 after doing the
needful.
d. From this point onwards the guests’ reservations is in a
“PREREG” status till the time the guest checks-in when the
status is changed to “REG”.
e. Then create the BT screen for billing instructions, if any.
f. Create the TA screen, if the booking is through a T A.
g. The guest folio # is then written on the reservation
correspondence and circled.
h. The correspondence is the filed date-wise for the present month
and month-wise for future months.
Group Reservations

They are done in the same way as for FITs with the following
additions :
Request for the rooming list at least a fortnight prior to arrival.
Special meal plans must be decided before check-in.
Billing instructions for breakdown of accounts.
Time of arr/dep must be taken down.
Normally the passport details are submitted at the time of arrival of
the group.
Processing GRP Res.
Call up a blank group folio by doing a CGP.
Fill in the relevant details as required.
Create the folio by pressing control 2. Thus we have pre-reg group.
On receipt of the Group Rooming List, call up a blank folio by a
CGU command.
Fill in all the details for any one-group member. Do make an entry
of the group folio no. in the relevant blank.
Create the folio by control 2 and then repeat the folio through
control 3.
Change relevant details of the next group members and then update
this folio.
Repeat this process to individual folio for all group members are
created.

Meal Arrangements
 Call up the Meal Arrangement Screen by enters “MA” fill in the
relevant details and then create through control 2.
 Create the Travel Agents details and the Billing Instructions in
the same way as for Fits.
 Check the Group Member Directory to ensure all group
members are pre-registered.
 If the group has made any deposit make the relevant entries.
 Note the group folio # on the correspondence.
  The individual folio nos. May be noted alongside the names on
the rooming list.

Filling
It is important to create many copies of the correspondence for one
group with many visits. One copy of correspondence can be filed in
each date of arrival. A master file may also be created for large
groups with many visits.

Group Cancellations
Group cancellations should be done at least 30 days before the
arrival of the group, otherwise, retention may be charged to the
a. Size of groups
b. Relation between TA and hotel.
c. Inconvenience caused.
d. Loss of revenue.
Cancellation / Amendment
a. On receiving a call for cancellation or amendment, take down
all necessary details on the printed form. It is very important
to take the Contact No. and the name of the person requesting
the cancellation/amendment.
b. Retrieve the earlier booking by first doing an ARR or GU then
display the folio by doing a “FO” (Space) #
For a cancellation, change the status from “PREREG” to “CXL”
and enter the name and contact no. of the person authorizing
 the cancellation in the note column. Then update the folio by
pressing control 2 after doing the preliminaries.
For an amendment change the relevant details on the folio and
then update the folio (after checking status)
c. After the above process attach the new correspondence to the
original and file it as same as before.

CONCLUSION

When I first began my Industrial Training but went by ever so

quickly and have left me craving for much more. I would have to say
that it is an absolutely fabulous part of the curriculum and perhaps
will remain the most memorable one.
Needless to say that this experience was a highly enriching and
educative one as I went on from one department to another and met
and got the opportunity to train under several highly respected
senior professionals. I learnt that every individual is different and
that every one has something unique to offer. I learnt that every job
has its nuances and its value and that no job is superior to the
other. I learnt that on needs to constantly improve and improvise. I
learnt hat this is just the beginning of a long road ahead… full of
challenges. But I know that I will be able to run along because I
have my foundations firmly built in. It is here that I got the
opportunity to continuously introspect and improve… as a budding
professional and as a human being. I will always look back at the
time spent here with fondness and with pride.

I cannot but thank all the people who have helped me in several
different ways that will go a long way in facilitating the
commencement of a wonderful journey.
 BIBLIOGRAPHY

INTERNET
 Hotel website

 Training manual

 Training experience
, I wish to place on records that the training was imparted in a
highly congenial atmosphere true to the reputation of THE LEELA
AMBIENCE GURUGRAM has been of immense value to me and it
will be my endeavor to put into practice all that I have learnt to
sharpen my skills and develop my skills and develop my
personality.

It is because of their ardent and consistent efforts I

was able to imbibe so much which was not possible in such short
time. The training has helped me to inculcate the right kind of
skills, knowledge & attitude to make a career as a successful
hotelier.
 INTRODUCTION

Just beside Ambiance Mall, The Leela Ambiance Hotel & Residences,
Gurugram is located along the fringe of Gurgaon/Delhi NCR (National
Capital Region) in Haryana. The hotel offers an outdoor pool, the award-
winning Spa Lavanya and 3 dining options.

Luxurious air-conditioned guestrooms are soundproof and equipped with a

flat-screen TV, DVD player and personal safe. Private bathrooms feature
bathtubs and bath amenities.

Guests can exercise at the fitness center, arrange day trips at the tour desk
or do manicures at the beauty salon. The hotel also provides car rentals and
babysitting services.

International cuisines are served at Spectra Restaurant, an all-day dining

restaurant. Other dining options include Diya North Indian Restaurant.
Drinks are available at Rubicon Whiskey Bar. Zanotta has an interactive
kitchen that serves Italian delights. Handcrafted cakes and confectioneries
can be enjoyed at The Leela Patisserie. A variety of delights and drinks can
be enjoyed at the Skydeck Lounge.

The Leela Ambiance Hotel & Residences, Gurugram is 5 mi from Indira

Gandhi International Airport and 14 mi from central Delhi. 

This property also has one of the top-rated locations in Gurgaon! Guests
are happier about it compared to other properties in the area.
FOOD & BEVERAGE

SERVICE
 INTRODUCTION
Apart from rooms, a hotel derives a large portion of its profits from
service of food & beverages. For a hotel essentially to an elite
business clientele like the Hotel they assume utmost importance
since the occupancy generally remains above average.

Food is provided by, in a hotel, through various service outlets.

These service outlets have a specialty, which is so unique that
makes them highly competitive and watering.

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

DEPARTMENT

 They have to serve the food by the wish of guest that which

type of service he wants to take.

 They have to give advice to the guest that which will be the

better for them

 To Listen the complain of the guests and staff and try to resole

the same.

 To prepare duty roster for all staff.

 As soon as the guests deals with the check, be very near to

explain any matter on the bill in case of doubt

 SPECTRA
The restaurant has three large private dining rooms (PDRs) and

offers guests a veritable treat of international cuisines cooked ‘a

la minute’ through its interactive kitchens by a brigade of chefs

including international culinary talents.

 
Our signature dishes include the Roasted Tomato Soup, coriander,
parsley, with light cheddar cheese croutons; Tom Kha Soup, a mild
spiced soup in coconut milk and seasoned with lemon grass;
the Peking Duck Salad with cabbage, mint leaves and peanuts on
soy-plum dressing; and Spanish Patata Bravas, fried-stuffed potato
served with aioli.
 
Sample our Fettuccini with lobster, tomato cream sauce and dried
chili; and Penne, in a lemon butter emulsion, with parmesan, wild
mushrooms, spinach and topped with toasted pine nuts.
 
Enjoy the Turkish Pork Pide, pulled pork, cumin, gorgonzola cheese
or get Oriental with our Thai Duck Red Curry, cooked in coconut
milk and sambal.

14 Wiping, identifying stain on glasses.

15 Cleaning trans from stations.
16 Collecting food from kitchen.
17 Setting restaurant for dinner.
18 Taking up linen and entering in the linen book.
19 Back area mise-en-place making coffee, tea & cleaning the
equipment.
20 Collecting food from bakery.
21 Making napkins fold.
22 Keeping glasses, salvers, cutlery etc, ready.
23 Performed waiter service.
24 Cleaning tables after guest department.
25 Collecting stores for the restaurant.
26 Collecting bills from the cashier.

DIYA
Created by world renowned architects Hersch Bender Associates
(HBA), the restaurant’s interiors and colours are a tribute to
contemporary India and to the evolving palates of food
connoisseurs. Here you can begin your culinary sojourn, from the
robust flavours of Punjab along with the mustard flavoured fish of
Bengal and then move on to the spicy cuisine of South India
heightened by coconut and many such beautiful combinations.
  
Set in an informal and casual ambience, diya gives us bursts of
colours, with a comfortable seating to accommodate 80 guests. It is
a delightful venue for people who enjoy Indian traditional fare
outside of their kitchens in a cool setting. One of the interesting
features of the restaurant is the glass enclosed “Maharaja Room” a
private dining space that can accommodate up to twelve guests. It
offers guests exclusivity of space and royal service for intimate
gatherings. Another main feature of the restaurant is the show
kitchen, where Chefs deftly showcase their culinary skills as they
toss and turn while guest enjoy music of their choice by our live DJ,
who is ready to embrace whatever mood you wish for. The
restaurant is headed by our new talented Indian Master Chef Ajay
Sahoo who has a rich experience of 14 years including Indian and
International culinary experience.

1. Clean the tables

2. Clean the sideboard.

3. Close all check in Micros.

4. Inform Manager about the breakage.

25. Tie soiled linen.

6. Clean linen hamper.

7. Shut down operating machinery.

8. Clean operating machinery.

9. Wipe down pantry area.

10. Refill the side station (including salt and pepper).

11. Clean the menu.

12. Clean the hostess desk.

13. Clean the reservation book.

14. Clean the telephone.

15. Lock the hostess desk.

16. Put sale money in an envelope.

17. Take the sale print out.

18. Fill in the logbook.

19. Deposit closed checks and cashiers report in front office.

20. Deposit bank in the Front Office.

21. Clean the bar.

22. Clean the beverage menu.

23. Make the requisition.

24. Refill the bar.

25. Lock the bar.

26. Forward the telephone.

27. Switch off light and AC

28. Lock the restaurant.

29. Drop the reservation book to the grand café.

30. Deposit the key to the security, in uniform.

ZONATTA

Amongst a numbered few in the city, the restaurant scores high for
its location on the 6th floor, with a ruby and pearl view of the
Millennium city, Zanotta offers a perfect ambience for a wonderful
dining experience.
 
The restaurant’s interactive kitchen allows you to see and chat with
the chefs while they are preparing each dish with lots of Italian
passion. A fresh display of vegetables, large jars of homemade
pickles and pastas around the kitchen conveys our Italian Master
Chef Leidy Liz Levitan Hernandez’s cooking philosophy of using
only the freshest ingredients.
 
Designed by Hersch Bedner Associates (HBA), the restaurant offers a
formal seating arrangement for 80 guests, including semi-private
dining sections.

1. Turn on all operating system.

2. Cancel the forward call.

3. Pickup linen suppliers.

4. Pickup store room requisition [dry, beverage]

5. Store away all suppliers.

6. Turn on all appliances.

7. Wipe tables, chairs, and sideboard.

8. Setup the restaurant.

9. Check restaurant setup.

10. Make napkin fold.

11. Check the reservations.

12. Fill water jug.

13. Fold towels and stack them in HotBox and Refrigerator.

14. Check sideboard according to the standard.

15. Stack service trays on the sideboard.

16. Open the hostess desk.

17. Clean the hostess desk.

18. Setup the hostess desk.

19. Clean the menu.

20. Clean the telephone.

21. Pick up the bank from bank room.

22. Check for paper requisition.

23. Update notice board.

24. Pickup outlet mail.

25. Clean the bar counter.

26. Stack the beverage requisition.

27. Setup the bar.

28. Prepare cocktail garnish.

29. Clean beverage menu.

30. Setup the Food Pickup Counter.

RUBICON BAR AND CIGAR LOUNGE

 The bar also has an exclusive private cigar lounge with comfortable
seating, an ideal setting to enjoy your cigar. It offers spacious
humidor cabinets and the latest cigars from around the world. Here,
you may also enjoy various vintage whiskies.
 
Location: Lobby level
 
Cigar lounge timings:
Dinner (weekdays): 12 noon to 12 midnight

Discreetly, tucked in a corner of the expansive hotel lobby, Rubicon

bar completes the gastronomic suite of the hotel. Here’s an elegant
and stylish bar that comes with a live jazz band to make your
soirees delightful. Let our bartender present to you our exhaustive
list of single malts, eclectic drinks and liqueurs.
 
Warm, wooden colours complement the maroons, adding to the
intense mood of the décor. Designed by Japanese designers Design
Studio Spin, The Rubicon Bar opens out into a relaxed lounge, with
huge French windows on one side and the view of the city’s bustling
highway under.
 
The bar’s easy ambience and comfortable seating provide guests of
25 years and above with just the setting to appreciate the finer
details in life—the live jazz band, for instance and an exhaustive list
of fine beverages, single malts, eclectic drinks and liqueurs. Do
try out the bartender’s choice of cocktail—the grand Mojito.
 
Relax in the ambience of a live jazz band and an exhaustive list of
fine beverages to choose from.
22. Bar set up Mis-en-place preparation, Checking stock in
hand and requesting stock.

23. Pre-opening cleaning.

24. Decorative arrangement of liquor bottles

25. Preparing garnishes.

26. Stocking shelves and fridges.

27. Various glassware and maintenance

28. Preparing and serving shaken cocktails

29. Preparing and serving stirred cocktails.

30. Serving wines, beets, spirits and champagne

31. Serving aerated waters and squashes

32. Maintaining bar during service.

33. Different brands of foreign, Indian, alcoholic and non-

alcoholic beverages and their content.

34. Implications of short and over pouring.

35. Processing of all guest checks per drinks served.

36. Maintaining liquor licensing laws.

37. Bar salesmanship.

38. Liaison with F & B Controls for daily inventory.

 39. Dry days and handling guests during the same

40. Pilferage, spoilage and breakage procedures.

41. Dealing with different guests.

42. Security bar after service.

The Leela Patisserie

Welcome to The Leela Patisserie, the home of exquisite pralines,
macaroons, truffles, homemade confectioneries and bespoke,
handcrafted cakes. Welcome to our sweet heaven. Bite into the most
exquisite pralines and truffles before you check out the most
innovative macaroon flavours in our cake shop, and even our cake
masterpieces.
 
Share with us exactly how you would like for us to bake your cake,
and we shall handcraft it to perfection. Birthday cakes, wedding
cakes, going-off-to-college cakes or even that one-off naughty,
bachelor-party cake—we have quite the expertise to make you the
softest, most moist cake with flavours that take you by surprise.
 
Don’t forget to taste our Red Velvet, Black Forest or the Grand
Opera cakes—the signature cakes from the stables of our Executive
Pastry Chef, Chef Pablo Morales Melendrez. Rest assured that he has
a flavour to capture every heart.
 
Location: The Ambience Mall, Gurugram
 
Timings: 1200 Noon to 1200 Midnight

ROOM SERVICE

h) When a guest calls the Room Service, his order is taken by the
order taker who posts the entries into the computer.
i) The cheque is printed on a printer which is kept at the
supervisors desk.
j) This cheque has 4 copies –KOT, Guest copy, Accounts copy
and F&B control copy.
 k) The KOT and F&B control copy are taken off by the supervisor
and given to the kitchen and Room Service steward who lays
the trays or a trolley.
l) The breakfast is collected from the Room Service kitchen,
some of lunch, dinner items are picked up from Chins kitchen,
Main Kitchen .
m)After the food is picked up, it is kept on a tray which is kept at
the Supervisor’s desk. The Supervisor checks the order before
it goes to the room.
n) Accompaniments of different foods (Indian, Chinese) etc. are
also placed.

CO-ORDINATING DEPARTMENTS

KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads, galantines
and pates buffets of banquets.

Pantry- To pick up sandwiches, fruit platters, fresh juices,

individual salad portions.

Hot ranges & Grills- Hot food items such as steaks, chops, etc.

Bakery & Confectionery- to pick up breads, pastries, cookies and

ice creams.

Still Room- To pick up hot beverages, e.g. Tea & coffee.

KITCHEN STEWARDING
This department primarily controls the storage, issue and
maintenance of service equipment in the restaurants and kitchens.
The sanitation and hygiene of the kitchen and its overall
maintenance come under this department. It is also responsible for
the employee’s cafeteria.

STORES
The source from where the steward can pick up supplies of
proprietary sauces, stationary, etc. for the restaurant.
HOUSEKEEPING
This department is responsible for the cleanliness, maintenance
and the aesthetic beauty of the hotel. It is also the source for
uniforms, linen and flowers.

ACCOUNTS DEPARTMENT
c) Restaurant Cashier
Receives all cash and credit payments made for food and beverage
sales in the restaurant and bar. If the guest signs the bill, the
steward may verify his name and

room number by asking the restaurant cashier to check on his

computer terminal.

d) Front office cashier

This is the central point where all the checks signed by hotel
residents are collected and entered in the total bill.

ENGINEERING
This department is responsible for the maintenance of all
mechanical and electrical equipment in the restaurant. Also for
controlling the air-conditioning or heating.
FRONT OFFICE
The front office maintains a record of all guests staying in the
house. This department also co-ordinates all group movements &
meal plans.
HOUSE KEEPING
 INTRODUCTION

The Housekeeping department of any hotel plays an

important role in the maintenance of the revenue earning potential
of the organisation, because the sale of rooms constitutes a
minimum of 75% of the hotel profit and the Housekeeping
department is responsible for the upkeep of the same. In other
words, a hotel gets largest margin of profit from room sales because
rooms once made can be sold over and over again if the
Housekeeping department is efficient enough in the maintenance of
the room in a saleable condition. A good hotel operation ensures
optimum room sales to bring in maximum profit.
 Room sales in a hotel is dependent on many factors
concerning the room itself , like the facilities, decor, cleanliness etc.
Rooms once made can be re-designed to meet changing guest
requirements, but the maintenance and upkeep of the same is still
to be handled by the Housekeeping department. Another aspect to
be considered while evaluating the room sales projection is the
personal tastes of the guest segments which may vary even
individually.

Since the choice varies the task of appealing to all kinds of

guests become quite difficult. To make the room appealing to a
guest is the task of the house keeping department. Thus the
personal effort which the department makes in giving a guest a
desirable room has a direct bearing on the guest’s experience of the
hotel.

The Housekeeping department is not only responsible for the upkeep of

rooms but also of the various public areas which guest frequents. The various
public areas, especially the lobby go a long way in influencing a guest’s opinion
of the organization and may result possible increase in prospective and existing
room sales. These areas leave a lasting impression on a guest’s mind as it is
often the first impression that is the most lasting impression.
 HOUSEKEEPERS REPORT

A Housekeeper has to prepare a report known as the occupancy

report in, which the current status of the room is given . All the
occupied room, vacant room , clear room, and rooms etc is listed
on this report . The report is prepared and sent to the reception
thrice in a day . These reports are then tallied with those of the
reception and the discrepancy report is then prepared basically to
know the latest position of the rooms. The report must have the
signatures of the supervisor who prepares and sends the report
down to the front office .

OUSEKEEPING DESK WORK

The supervisor at the housekeeper’s desk has to do all the paper
work of the department. The Key Supervisor give him or her the
general complaints on the phone. Complaints regarding the rooms
on various floors. Also the complaint in public area and all the
areas under the housekeeping department Then he writes them
down the complaints register and also files in the complaint slip
which is sent to the maintenance department on a daily basis.

The complaints are noted down and depending on what time they
are received from the floor they are sent to the maintenance
department. The supervisor on the desk sends these complaints
thrice a day .In the day. The first thing in the morning that the
desk supervisor does is that of marking attendance and giving
out the duties to the staff. The supervisor then fills in a grooming
register. He also prepares a duty chart. The housekeeper’s report
better known , as the occupancy report is also prepared . This is
done twice in a day. The distribution of clean and vacant room to
the reception is also the job of the supervisor. He is one who
receives all the guest calls for special requests. He also enters the
lost and found articles in the register .
LAUNDRY

The importance of laundry is inevitable as it processes soiled

linen and uniform and supplies clean linen and uniform on daily
basis thus playing an important role in maintaining high standards.
Valet Service

One of the primary roles of the laundry is to provide valet

service to houseguest. Valet is one who be there on call to the
guest, fetches soiled clothes from guest room and returns them with
whatever service the guest demands.

This service needs the guest to fill up the dry cleaning list with
his room no. and any other special instruction. The valet inspects
each soiled garments for tears or stains so the guest doesn't hold
the laundry responsible.

After the necessary service, valet gives the clean cloth to the
guest charges are posted from the laundry to the cashier.

LAUNDRY PROCESS INCLUDES:-

1. Sorting- On the basis of type of fabric kind of service required

and degree of soil age.
2. Washing & dry cleaning- The garments are washed, dry cleaned
in the machines provided separately and are not mixed with each
other.

3. Ironing- It's done by: -

a) Calendaring machine- this is a very large machine, which

consists of several, heated and well padded rollers, which iron
the article as it passes through. The machine is generally used
to take a double sheet.

b) Hot Head press- consists of 2 flat surfaces, which are hot. The
garment is kept between the surfaces, which gets pressed.

c) Steam press:- Similar in principle as the hot head press, except

that the surfaces have perforations through which steams
passes.

d) Shirt press- Specially designed for gents shirts to give their

proper contours & creases.

Other large equipments used are:-

1) Washing machine - A large machine which moves in alternate
directions to have agitation. A suitable detergent, hot water at 85-
940 C bring about the cleaning action, after which it's rinsed several
times.

2) Hydro extractor - This machine whirls the water out of the

articles. The clothes are removed when they have 25% water left.
This is recommended for effective droning.

3) Tumbler - Certain articles like towels, bath mats, which have a

wooly texture, are dried in tumbler to retain their fluffiness.

Chemicals used are:-

1) Soap oil-Liquid emulsifier to remove mineral oil and greasy oil.

2) Fabric Softener: - Neutralizing agent

3) Soda ash: - Surfactant

4) Clax 100: - Detergent.

5) Clax 200: - Heavy-duty detergent

6) Sodium Hypo chloride 3: - Dry cleaning agent & bleach

7) Perchloroethylene :- Dry cleaning solvent

There are deferent type of service charged .

1. NORMAL : Laundry received before 0900 hrs. & Is returned
on the same day on 1800 hrs. and charged 10% tax.

2. Express : Laundry received between 0900 hrs. and 1100 hrs.

is returned on the same day after 1800 hrs. With 50% extra
charges + 10% tax.

3. For Hours : This type of service is special service provided to a

guest. Guest is charred double the normal rate i.e. 100%
extra +10% tax between 0900 hrs. To 1800 hrs. Payments are
not made at the time of delivery rather the bill is posted in
the guest account in the computer & thus all the payments
are made by him at the time of check out.

PUBLIC AREAS

Public area comprises of main lobby, clock room restaurants,

swimming pool, executive office etc.

There are two supervisors who are in-charge of public areas

for the morning and evening shift. In the morning there are 15
houseman working under the supervisor. The houseman are
assigned with the cleaning of particular areas. The cleaning of the
restaurant is done before mis-en-place starts.
 The cleaning of the public areas has to be well planned. It
should be cleaned when there's no rush causing minimum
inconvenience to the guest.

The spotting of the carpets is done once in a month. The

lobby should be cleaned during nights as it would not cause
inconvenience to the guest. The spring cleaning and scrubbing of
the public areas in done by the night shift staff. The carpets and
upholstery of the restaurants is done everyday by the morning shift
staff.

The work on the floor is divided into two categories of workers :-

d. Public area Supervisor .
e. House man.
f. Cloak Room Attendants
GUEST AMENITIES

Given below is a list of the various amenities provided to the guests

in their room. ( Supplies )

 Soap
 Shampoo
 Bubble- bath
 Moisturizer
 Shower- cap
 Soap- suds
 Tissue – Paper
 Hangers
 Toilet – supplies

Not working or t.v. is out of order. Etc. There are lists of complaints,
which are taken down by them. They are as follows :

 Toilet or lamp (s) bulb fused.

 Tubelight not working .
 Telephone, t.v. out of order.
 Fridge not functioning .
 Furniture broken
 Glass cracked .
 W.C. Seat covers loose.
 Flush leaking .
 Main door lock defective .
 Carpet torn.
 Sheercurtain to be replaced & so on.

Any sight fault too is down by then and these complaints are then
sent down to the maintenance department these complaints are
sent to maintenance thrice a day, The floor supervisor has to
clear rooms and give them for to the desk where the room status
given to the reception .

The curtains also have to be looked after by them. The skirting of

each room also has to be neatly cleaned. Even the under bed are
checked in order to locate any kind of unwanted item in the room.

ROOM – SUPPLIES

 Letter heads
 Geeta BIBLE
 Mineral Water bottle
 Glasses
 Confidential
 Candle
 Match Box
 Envelopes
 Pens
 Breakfast card
 Room- service menu card
 Comment – card
 Sewing kit
 Telephones
CLEANING OF THE ROOM

 Leave the door wide open until work in the room is completed.
 Turn on every light, if any bulb is burned our report
immediately and switch off the lights.
 Immediately report any damage to the room, furniture and
equipment.
 Any article left by the guest in a departure room should be
reported immediately.
 Hang any article of clothing found on the bed, chaffers or
furniture, neatly in the closet.
 Printed material, magazines and other papers, which are not in
the waste paper basket, should be placed neatly on the dresser.
 Empty all the ash – trays in the waste paper basket spread a
newspaper on the carpet and empty your waste paper basket on
it. Never put your hand inside the basket (there might be
BLADES INSIDE), make sure cigarette butts are not burning
before you wrap the waste the waste in the newspaper dropped
there by mistake.
 Gather all soiled linen and other waste from the bathroom strip
the linen from the bed, shake the linen out thoroughly over the
bed to make sure that no clothing or other articles are mixed
with the linen.
 Should the bed lined, mattress are wet, stained or torn report it
at once.
 Gather all soiled linen in bundle and take it to the hamper on
your trolley. Be carefully not to overload the hamper.
 Bring the clean linen and make the bed.
 Check and replace the guest supplies.
 Clean the wardrobe shelves and rod. Keep 16 hangers in room.
Keep three laundry bags on the top shelf with laundry lists.
Dust the inside doors, wardrobe floor and corners.
 Open the dresser drawers and clean them. Place the prescribed
guest supplies in the appropriate drawers, the item and amount
is given on your checklist.
 After providing the night service, keep the bed spread on the top
shelf of the wardrobe the luggage rack in case shelf has no
space.

BATHROOM

 Remove all the guest and Hotel article from the marbles top of
the wash basin i.e. gargle glasses, ashtray etc.
 Remove soiled linen including bath mat and rug.
 Clean the light fixtures.
 Clean the mirror with wet cloth and then give shine with old
newspaper.
 Clean the wash basin and marble top with VIA and sponge tines
with tap water and dry it with towel duster. Replenish guest
supplies and it arrange neatly guest and hotel articles removed in
step no. 1.
 Clean water clots with Vim and brush from inside and outside.
Sufficient phenol may be used to the W.C. keep three hygienic
bags at the neck of water closet, close seat cover and put on
satire band.
 Wipe and dry show curtain with towel duster and keep away
when washing the bathtub.
 Washing bathtub with VIM and brush, rinse with clean water
and dry with towel duster.
 Empty and clean the laundry basket
 Spread shower curtains and place it in the bathtub.
 Clean the bathroom/floor with Vim and dry with mop.
 Replace fresh bathroom linen.
 “E” type suites keep bidet towel.
 Always check while cleaning taps, shower and sanitary fitting in
the bathroom for leakage’s and proper functioning (Thinner may
be used to give shine).

WASH BASIN
Toughly chain the inside and outside the basin. Stopper chain
and the water outlet should be cleaned properly. All the chrome
fixtures should be dried with a clean cloth to remove water spot.
TUBE AND SHOWER
Test water closet, seat and seat cover must be cleaned inside
and outside. Clean the set hinges and flush valve, clean and wipe
dry the sear and use the hygienic band in departure rooms.
Disinfect W.C. with phenol. Never use water from toilet for cleaning
purpose. Dust inside the bathroom door. Wipe off the soiled places.
Equipment used on the floor should not be use in the tub and wash
basin.
Replace the rug and bathmat. Turn off the lights and close the
door.

DUSTING

Dust the room completely starting with the entrance, door

frame work around the room. Dust all doors, door frames, pictures
windowsills and frames. Dust furniture makes sure nothing is left
there. Dust bed board lampshades and based and telephone.

FRESHENING UP THE GUEST ROOM AND BATH

Air out the guestroom.

Empty ashtrays.
Empty wastebaskets and bin.
If the guest has had service, remove the glasses.
If the guest has had the room service, remove trays.
Check the bathroom for cleanliness.
Replace used towels.
Check bathroom supplies and replenish exhausted items.
Empty the bathroom wastebasket/bin.
Close the curtains.
Turn on the bedside lights.

If a bed has been placed in the room, make sure to supply enough
towels, soaps and glasses for extra person.
Wish the guest, “have a pleasant evening Sir/Madam”.
If the guest is expected to arrive, or it is an occupied room and the
guest is not in:
Switch on the lights and air – conditioning to low.
Check for fused bulbs.
Fold the bedcovers neatly and place either on the luggage track or
in the closet.
Turn one corner of the blanket, together with the second and the
third sheet, side closet to the nit table.
Place a breakfast and the good night amenities on the pillow.
Clean out the dirty ashtrays, glasses and empty waste paper
baskets/binges.
TURN DOWN THE BED

Pull the night spread gently back, exposing the pillows.

Fold the spread in a three – way fold.
 7. Top toward the bottom of the bed, approximately ¾ of the
way down.
8. Bottom towards the head of the bed, approximately ¾ of the
way up.
9. Fold the right side to the center.
10. Fold the left side to the center.
11. Fold one more time and you have a folded spread that
will fit on the closet chief, baggage bench or in the dresser
drawer.
12. Pull back the second sheet, blanket and the third sheet
in operation, in to triangle.
d) Double bed room occupied by two persons, follow the
same turn down procedure on both sides of the bed.
e) Twin bed rooms occupied by one person, turn down bed
nearest to bath room. Turn down the bed facing the night
table.
f) Twin bed room occupied by two persons turn down each
the bed facing the night table
Place the Good Night amenities on the pillows.

ATTITUDE
 Sincere
 Honest
 Hardworking
 Alert
 Sensitive to Guest needs
 Discipline
 If a guest is a repeat visitor then his history number must be fed.

Reservation number is generated and is retained till 3 days after the

guest has checked out.

HOUSEKEEPING OPERATING PROCEDURES

KEY CONTROL
Strict and positive control should be maintained over all hotel
keys at all times.
DISTRIBUTION: Key supervisor
Room attendants all floor master keys will be held in a locked key
cabinet in the house keeping office except sub custodies to the
appropriate room attendant during the normal worked by the floor
supervisor. A key control 100 book will be kept for the purpose of
maintaining control of the key issued.
The Key Supervisor held responsible for those section sets,
which are checked out from the key cabinet if a signature in his
keys each by initiating opposite the room attendant’s name and the
key set number.

RESPONSIBILITY:
The loss of set MASTER KEYS which can open every door on one or
floor in the hotel is a very serious matter and could result in the
eventual loss of thousands of rupees worth hotel and/or guest
property should the key fall in to the wrong hands. It should be
remembered that the loss of master key is grounds for the
immediate and automatic termination of employment should there
be indication of the carelessness or negligence on the party of
anyone in the dying of key – control custody.
KEY CONTROL:
10. When not on use, all keys should be kept in a day cabinet.
11. Set of key should only be issued to appropriate employment,
as needed each day, at which time they sign for their on a key
control logbook.
12. The key cabinet must be kept locked all times when the area is
left unattended regardless of the time.
13. Keys should not be removed form the property be an employee
who signs out custody for PM and daily basis during the day
after they have signed for the set of keys, they must return their
keys in while they are off the property.
14. The employees will sign for the keys by identifying the set
using their complete in the key log.
15. Keys will be checked in to the housekeeping office, evening Key
Supervisor duty at the working sheet will sheet will acknowledge
receipt of all keys on the log with their initials.
16. All keys should be sight inventoried by the Evening Key
Supervisor integral at the end of the evening shift. Any loss or
discrepancy will be reported immediately to the Executive
Housekeeper.
17. At the end of each working day, keys are to be placed in the
key cabinet locked, and the housekeeping office locked.
18. There is a special set of keys designated as the opening key.
This set of keys will have a key to the housekeeping office in
which the key cabinet is kept under lock. This set of keys can be
left in the custody of the front desk (night) Manager when the
house keeping office is locked. They will be picked up each
morning by the morning shift supervisor in charge of the
opening house and will be returned to the Front Desk (night)
Manager at the end of the evening shift.

SPECIAL, CONCERN:

The above specified policies and instruction are provided for

the protection and security of all employees, as well as the
protection from the consequence of lost keys.

PREPARATION:
Obtain night report list from the supervisor, indicating the number
of rooms occupied and expected arrivals.
Collect appropriate turn down amenities that will be placed on
each pillow (amenities may including such items as: Good night
note, Mints, Chocolate, Flowers, Liqueur etc.).
Assistant must possess the quality of politeness, promptness and
willingness to help the guest.
PROCEDURE FOR ENTERING A ROOM
6.Do not enter the room if the “DO NOT DISTURB” Sign is
displayed on the room door. Check the door later and re – check
again while you are on duty.
7.If you have not been able to enter the room within a certain time
(which you will be told later), report it to your floor supervisor.
There would be a chance that the guest may be sick. The Key
Supervisor should check the checking in time for the guest.
Never go off duty without reporting any or all room you have not
been able to clean.
8.Always knock at the door before entering the room. Unlock the
door by means of the floor master key and open it slowly and
knock. Fagin should the guest be sleeping, withdraw quickly
from the room. If the guest is awake, announce Housekeeping
room attendant and ask if he would like to have his room
cleaned.
9.If you have been making a room in the absence of the guest and
the guest returns before your work has been finished, always
ask him whether he wants you to continue or return later.
10. Occupancy report: The Hospital Assistant make an
occupancy report which gives the following information:
h) Occupied and slept in
i) Occupied but not used
j) Vacant Room
k) Departure Room
l) Out of order
m)Number of persons in the room
 n) Scanty baggage
ENTERING ROOM:

Knock on the door 3 times with your hand and not with the key.
Announce yourself by saying “Good evening Housekeeping”.
Pause for a few minutes for the guest’s response. If there is no
testiness, repeat the procedure before entering the room.
If guest responds, introduce yourself and request permission to
effect evening service by saying “Good Evening Sir/Madam (guest
name to be used whenever possible). May I service your room?”
If guest agrees proceed with the service.

WEEKLY CLEANING:

Some items in guest rooms do not necessarily require daily

attention they must be done weekly. Among these are changing the
papers in the drawers, polishing the brass lamps, moving furniture
out from the wall, carpet under bed, furniture, air conditioning frill
and bathroom rube light grill can be cleaned.
SAFETY PRECAUTIONS:
Try to develop safety conscious habits and keep yourself and out of
hospitals. In case of a fire, ring up the exchange, giving your name
and designation and side of the fire and also the type and the place.
CREATING A FRIENDLY ATMOSPHERE:
This means that we must create on atmosphere of friendliness and
not familiarity with the guest. You must wish a guest when he
comes in contact with you always greeted the guest with a smile.
The hospitality discrepancy report. The Hospitality Assistant should
check all rooms except rooms displaying DO NOT DISTURB sign for
making the occupancy report.

CHECK YOUR EQUIPMENT:

4. Stack your trolleys with proper amount of supplies for the day.
5. Check your supplies and equipment before you move to the room
or floors.
6. Avoid running for equipment to the Housekeeping Department
each time you require something.

HOTEL EQUIPMENT:

The Executive Housekeeper issue the Hospitality Assistant proper

equipment like Vacuum, cleaners, Scrubbers etc, for them to do a
good job. All these equipment cost a lot of money to the Hotel. He
should follow all instructions regarding use of these equipment
carefully taking positive steps to see that these equipment are not
mishandled or carelessly used.

LINEN CLOSETS:
These linen closets are maintained on each floor. In these closets,
all kinds of bed linen, Towels and guest supplies are kept for use in
the rooms. The idea behind having these closets on the floor is to
have speedy and efficient supply of linen, towel and guest supplies
to the room. These stocks of linen towels and gu8est supplies are
replenished every morning and every evening. Every morning before
a Hospitality Assistant goes to the rooms he stacks up all the stocks
required for the complete sets of rooms he is responsible for
cleaning.
SAFETY PRECAUTIONS:
9. Always put on the light before entering a dark room. You might
bang against an object in the dark and hurt yourself.
10. When removing wastes from the baskets, empty them upside
on a old newspaper. It might contain razor blades or sharp
objects like pin or broken glass.
11. Watch out for razor blades when cleaning bathrooms.
12. Carelessly handling furniture there by getting splinters.
13. Be careful and alert of broken glasses on the floors before
cleaning them by hands.
14. Don’t leave electric cords for someone trip over.
15. When opening and closing doors, you should hold the door by
the knob and not by the edge.
16. While cleaning window glass in guest room from, outside use
safety belt.
Possession while on duty. Hand it over to the Executive
Housekeeper after your duty.
ADVANTAGE OF YOUR JOB
GUEST SATISFACTION:
Your job gives proper shape and cleanliness to the rooms. The
result is that when the guest enters the room and observes a
clean, fully carpeted room with all the decorations it makes him
happy. He feels he is at home and gives him a feeling of being
looked after.

MORE SALES:
If a guest is happy and his needs and comforts are looked after
attended to immediately he will come back again to stay with us,
and the Hotel gears more money. That is what the Management of
the Hotel wants and you are there to see that rooms are cleaned
properly and quickly so that they can be sold again and again. A
happy and satisfied guest speak highly of our hotel to other people
and they in turn come and stay with us.

PROFESSIONAL KNOWLEDGE:
We in this training program impart professional knowledge about
the entire work of the HA. This helps you to perform your job
effectively.

EFFICIENCY:
 You must do a good professional job in the rooms cleaning of a
room must be done strictly in accordance with the procedures laid
down by the Management. Not a speck of dust if left out in any
come of the or on furniture.

The hospitality Assistant must always attempt to finish of

cleaning a room quickly not forgetting any cornet of articles of
furniture of light left unclean.

REPORTING FOR WORK:

5. Always be punctual.
6. Always time your watch to be in the Hotel at least 10 minutes
before your duty or.
7. Always apply for leave.
8. Do not absent yourself from duty.

UNIFORM:

4. Change your uniform daily.

5. Do not come to the floors with dirty. Stained crushed uniforms.
6. Try to avoid staining your uniforms.

BATHROOM:

(n)Clean the light fixture.

(o) Clean the shelves and racks with a cloth.
(p)Clean the tub, basin and WC with VIM only.
(q) Chrome fixture should be dried with a clean cloth to remove
meter spots.
(r) Clean the wall tiles.
(s) Clean the bath fixtures.
(t) W.C. seat cover, Hinges, Flush Valve should be cleaned, dried
and closed with band.
(u)Bathroom and room should be dusted properly.
(v) Mirrors cleaned with damp paper.
(w) Flit the bathrooms with spray.
(x) Brush all furniture and lampshades.
(y) Hoover the carpet. Last look to check the room. All pictures
straight, curtains adjusted, telephone cord untangled.
Lampshades straight and leaning to the wall. Lamp cords placed
properly for safety and appearance.
(z) Never go off duty without reporting any room you have not been
able to clean.

MASTER KEY AND ITS HANDLING

The Hospitality Assistant also keeps the floor Master key. While is
itself is a very important aspect of your job.
This key should under no circumstances be given to anybody
whether it is a guest or an employee.
It a guest request to unlock a room, direct him courteously and
politely to the Senior Bell Captain in the Lobby, never leave the floor
master key out off your.
Check out time is the same as check in time, it is usually 12 NOON
in India, but it can be any time i.e. fixed by the Hotel when the
charges fee the new day are levied.
Depending on the system of the hotel, and the relations between the
hotel and the guest the charges for half a day or full day for the
period either before or after the said check out time are charged.
The charges in the Hotel are based on different systems.
(e) E.P. – European Plan – Room only
(f) C.P. – Continental Plan – Rooms plus Breakfast
(g) A.P. – American Plan – Room with 3 meals included in the
charge.
(h)M.A.P. – Modified America Plan – Room plus Breakfast any
one meal.

SYSTEM OF EXCHANGE
ROOM LINEN
4. Linen is sent down through the chute. If there is no chute, the
house – men/room attendants should bring down the linens
trolleys whenever they come down for their tea/lunch breaks.
5. The Key Supervisor should fill up a soiled linen slip and send it
down to the laundry. The laundry should tally the daily
production with the soiled linen slips whenever there is a
discrepancy, in order to reconcile it.
6. Bathrooms, newspaper bags and beside mats should be sent
down separately.
FOOD AND BEVERAGES LINEN:

F&B linen should be sorted out separately as napkins, waiters

cloth, tray cloth and table cloth by F&B staff, before bringing it
inside the laundry. All the small pieces should be made in to
bundles of ten each.
2. The linen room/laundry staff should check the quantity at
random. They should also look for any misuse of linen, any
detected misuse of linen should be brought to the notice of the
F&B manager before processing and it should be noted down
separately.

UNIFORMS:

All the uniforms should be sorted out in the following categories

before sending them to the laundry.
9. Kitchen Coats and Aprons
10. Kitchen Trousers
11. White cotton uniforms
12. Color cotton Uniforms
13. Color Terry – cotton Uniforms
14. White Terry – cotton uniforms
15. Terry wool Uniforms and dry – cleaning
 16. Saris and blouses
On premise laundries have been pioneered in India by the Leela
mumbai,hotels.

Over the years, technology has changed the way we work today.
Manning has been an issue for debate and getting the right set of
people to work, as a team has been the prime requirement for any
workplace and for the organization.
All equipment installed needs to be properly handled for efficient
performance. All methods of handling machines efficiently and
effectively come under the label of effective systems, prices and
procedures.

This manual aim to bring to all in Leela mumbai the benefits of the
group’s rich experience pertaining to workspaces equipment,
systems and procedures.

It has been a conscious efforts to ensure that all Laundry Managers

and Executive Housekeepers, in Leela mumbai have a live
document, which can be used as a ‘Ready Reckoned’ and Reference
manual.
THE RELATIONSHIP WITH OTHER DEPARTMENTS

Each department of our Hotel has been established to carry out its
own specialized functions.

Yet each is a part of the whole operation and must coordinate its
activities with those of all other departments are virtually self-
contained, but by the very nature of its functions the Housekeep
ring department dispenses its employee throughout the house.

THE FRONT OFFICE:

Rooms are chief concern of both departments. They must

continually exchange information on room status, front Office
makes the discrepancy report from the Housekeeping occupancy
report. (He Should be very careful in making the list).

THE ENGINEERING DEPARTMENT:

It is housekeeping department’s job to inform all mono repairs
before major breakdown occurs. They must both combine to have
the maintenance done with the least annoyance to the guest.

THE LAUNDRY DEPARTMENT:

The Hotel has its own laundry. The laundry washes the uniforms of
the staff, all kinds of linen and guest linen. Linen bag which is hung
on to the maid’s trolley and when the bag is full, it is emptied
outside the linen closet. The linen is later counted and the total
quality is noted down and then thrown down the chute, which
opens, in to the Laundry. These are then again counted in the
laundry by the laundry be the laundry man. Fresh linen is collected
against the list, which contains the total number of loonies, sent
down the chute. For a steady and efficient flow of linen from the
laundry to the Housekeeping and from the housekeeping to
laundry, it is essential to properly sort each category of linen size
wise and those, which are badly soiled and less, soiled.
 FOOD

PRODUCTION
INTRODUCTION

Hotels are justly proud of their reputation for fine cuisine and
elegant dining. Food production is an integral part of the services of
the hotel. When the guest arrives at the hotel he not only expects a
comfortable and relaxed stay , but he also expects good food of the
highest possible standards Especially in today's times with growing
competition it is very essential that the hotel tries to provides as
many food outlets to the guest serving various kinds of quality
cuisine.

Nowadays the restaurants not only provide services to the in-house

guests but also to the local guests and the recognized patrons.

Food production is the conversion of food from the raw to the

palatable state. It is no longer a profession concealed in mystery
like the secrets of the ancients. The great wealth of food knowledge
and most of the secrets are available easily today with its formula.
There are principles, procedures and techniques in food production
just as there are in other fields.

Food production is a respect to the connoisseurs of food who have

been passing techniques and styles of cooking from generation to
generation. It is due to this fact that food production has developed
to the advanced form it portrays today. Even for achieving the goals
of profit, emphasis is not only on quality of food and techniques of
preparation but also on hygiene ' 'nutrition., satisfaction, and
economy to a customer, at there are six restaurants and room
service available for providing service to the guests. For the
functioning of these outlets there are a series of kitchen provided.
Although these entire kitchens were not covered during our training
period the following were provided to us for the same.
THE KITCHEN SUBDIVISIONS
In the hotel, they use the decentralized system of kitchen
functioning though in some places centralized system is used. The
main sections of the food production department are:

1. MAIN KITCHEN: This section of the kitchen is divided into 3 sub

section as following:

a. Soup Section

b. Hot Range (continental)

c. Indian Kitchen

This section mainly serves to outlets as room service,

La Rochelle, Coffee shop, Banquets.

2. GARDEMANGER: This section deals with the cold meat and food
for the department. It serves to all the outlets of the hotel such as
Butlers Pantry, Room Service, Coffee Shop, La Rochelle, other
sections of the kitchen etc. It is a decentralized kitchen working 24
HRS.

3. BAKERY: This is the section of the kitchen working continuously

and producing high quality Cakes, Pastries, Desserts, Breads rolls
etc. It is a decentralized kitchen working 24 HRS.

4. BUTCHERY: Butchery in hotel terminology is also called "Meat

Fabrication" as it is involved in changing the form of meat, poultry,
fish etc. from unclean and large chunks to clean and appropriate
sizes as required for various purposes.

INDIAN KITCHEN

Tandoor section: This section is responsible for the preparation of

the all Tandoor items. Its basic function of the morning includes
supply of breads to La Rochelle.

Halwai section: This section is involved in the preparation -of all

Indian sweets whether hot or cold. All the dishes are prepared by
the Halwai for ‘a la carte menu’ as well as banquet parties and kept
in the cold storage under lock and key.

BAKERY

The bakery consists of a twin room enclosure called the

confectionery and the bakery (The place where all the baking is
done) with its own walk-in and deep freeze. It is the place where the
preparation of Cakes, Breads, Pastries, and Tarts etc takes place. It
provides a large variety of desserts and beverages for the benefit of
the guest. It is a guest’s delight to be in the outlet which brings
into combination one of the best products with the hospitality of the
staff at work. The bakery provides service to Coffee shop, Room
service, La Rochelle, Butler pantry, Banquets, Pastry shop & all
specialty kitchens.

OBSERVATIONS :

The bakery is divided into a baking room, pastry area, puff area,
and a Gateau area.

It also has an ad ascent chocolate room for chocolates and pralines.

Cakes of various types including special orders with written
messages are prepared here.
All the breads, pastries, muffins etc are prepared in the night.

The bakery section has various types of imported flours required for
breads.

The bakery has its own pot wash.

Each bread and pastry has a set decor and its picture is set up to
get required shape.

The bakery’s cold storage is used to store perishable items like the
dough, prepared pastries, cream, milk, butter etc.

The deep freezer is used to store hotel-made ice-creams, mousses,

etc.

The oven has hot air jets and is of rotatory rack- type.

The general basis of requisition in the bakery is that; generally the

stores for one- two days is taken in advance.

Hard liqueurs like rum, tequila, whisky, etc are also used to add
flavors to some of the preparations.

Common Cakes made at the Main Table are :

1. Vanilla Cake.

2. Nougat Cake.

3. Truffle Cake.

4. Light Chocolate Cake.

5. Fruit Cake.
6. Madeira Cake.

7. Marble Cake.

8. Pineapple Cake.

PUFF SECTION

The Puff Section consists of a big rolling machine to roll out the
dough. The dough may be needed for Danish pastries, pralines,
savory dough, flan dough, beaches, volt au vents or cheese sticks
etc.

There are two main types of dough’s used via :

1. Savory Dough.

2. Puff/Flaky Dough.

Out of these, they are molded into tarts or botches or volt au vents,
filled in with choice fillings and sent up for sale.

DUTIES AND RESPONSIBILITIES

MORNING SHIFT:

1. Pick Lip the stores and store them at required places.

2. Prepare Cakes, Desserts, Savory, Pies etc for different

outlets.

3. Handle orders for ice-cream, Shakes, Rolls etc.

4. Prepare desserts for Banquet functions.

5. Prepare fresh rolls for use during lunch times.

6. Prepare pizza dough.

7. Prepare food Stuff for the pastry shop.

AFTERNOON SHIFT:

Takes handover from shift for any balance of stores.

Prepare various types of cookies and breads like Hard Bread,

Vienna Bread, and Burly Bread.

Prepare sponge Cakes, Pastry sheets, Pralines; butter Cream,

Gnash, creams etc.

Handle orders of desserts.

Prepare desserts & savory pies for evening in restaurants.

Handle orders of Cakes from pastry shop.

Take the handover of items after closure of Pastry shop.

NIGHT SHIFT:
The basic duty of the shift is to prepare various breakfast rolls for
the morning.

It also does cleaning of the bakery equipment

RECEIVING AND STORAGE:

Since the bakery deals with the products having Cream, Butter etc.
which are highly susceptible to spoilage, thus there should be
proper storage of such items.

Also, on receiving of the items from the stores the quality and
quantity should be checked. The first in first out technique is to be
followed.

EQIPMENTS USED IN BAKERY:

NAME

FUNCTION

Probing chamber

For probing & leavening purpose of breads, rolls etc.

3 tire oven

For baking of breads, cookies, pastry sheet etc.

Chocolate cutter

For cutting chocolates into shaving.

Twin set ice-cream maker

For the mixing of ice-cream mix and its preparation.

Bread-slicker

For the slicing of breads.

Pizza and pasta maker

For rolling dough into sheets of desired thickness.

CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation

of all continental dishes and their service to outlets such as La
Rochelle, Room service and the banquets. This section is divided
into 2 parts.

1. Soup Section.

2. Hot Range.

1. Soup Section: This is the section preparing all types of soups for
all banquet functions and restaurants. The section has one chef
working, who prepares all the soups. Everyday about 7-8 soups are
prepared excluding the party soups and the quantity produced is
150 cups of each soup daily. This section also prepares stocks of
different type for use in soup section as well in any other part of
kitchen as required. The section gets the raw materials en daily
requisition basis to stores and butchery. The soup prepared
everyday includes

Mulligatawny Soup Cream of Tomato soup

Tomato Shorba Soup Cream of Leafy Spinach soup

Cream of Mushroom soup Seasonal soups

2. Hot Range: This section of the main kitchen is responsible for

preparation of food for the restaurant buffets in the morning and a
la carte menu to the restaurants in the evening. It is further divided
into the following.

Vegetable section

Grill section

range section

Saucier section

Pantry section

IMPORTANT OBSERVATIONS:
The number of people working in each shift is five.

Each order is the combination of all four sections (saucier, range,

pantry and grill).The chef has to combine and co-ordinate the four
to give end result and optimum efficiency.

The fish generally goes with lemon butter sauce (L.B.S)

There is an extensive use of wines in sauce.

The plates are kept in hot oven to keep them hot while serving the
dish.

There is a hot light counter to keep the dish hot till pick-up is done.

The pick up is according to the course of the meal and is swift.

Quite a few ingredients are imported.

The grilling is of three stages- medium done, rare done & well done.

Pasta dishes are preferred more saucy amongst Americans and

driest amongst Europeans. Indians prefer it spicy

Pasta is mostly prepared in olive oil

The continental section also has a microwave to instant orders..

Complaints are very less and are handled by the chef.

Baked potato is provided as an accompaniment in various grill

dishes.

The chef is responsible to set the-dishes in platter and to ensure

that it looks good and palatable.

The staff works with a very strong team spirit and there is healthy
coordination between the various sub-sections.

The shift does the following duties

 The function prospectus is once again cross examined though

done before also.
 The kitchen is set up.
 Mis-en place for food stuff is done.
 Buffet food is prepared and sent that it is picked up timely.
 Stores are brought [includes grocery, perishable, butchery]
 Soups are prepared and given to outlets & rest are stored.
 The shift also does indenting for raw materials for next day.

EVENING SHIFT:

 Stores are brought (if any balance is there.)

 The Kitchen is once again set-up.
 Order of food is prepared.
 Mis-en -place for their own shift is done.
 Soups and other items for the banquets are prepared.
 Live pasta is provided for in case demanded for the party.
  Mis-en-place or the closing, duties and cleanup is carried out.

EQUIPMENTS IN CONTINENTAL KITCHEN:

Steam Boiler

Roasting Pans

High pressure Burners

3 tier oven

Salamander

Hot plate

Grill

FUNCTION

For volume boiling

For bulk sautéing, frying etc.

For cooking food

For roasting meat products.

For gratinations

For slow cooking

For grilling food

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all
carvings and displays are carried out. Here the staff is skillful and
the work done is very different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a

decorative and fancy manner are done to improve the image and the
standard of the hotel. Fancy carvings and decorative displays are
always liked by the guests.
The total strength of the kitchen comprises of 7 people. The Garde
Manger is a small kitchen with one walk-in cooler and one traulsen.
It is located right beside the Pastry Kitchen and is not far from the
Main Kitchen. Here the items and displays would be made
according to the party sheet. It mainly caters to parties and buffets.

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function.

Cross check the function prospects.

Prepare the salads for buffets in coffee shop and La Rochelle.

Prepare cold meat platters, canapé platters for outlets.

Prepare dressing and garnishes for the salad buffets.

Peeling of sweet lime and taking out the juice for La Rochelle lunch.

Preparing for next days breakfast fruit platters.

Other related functions:

1. It prepares classical canap6s for the banquet functions.

2. It also carries out Ice carving and pumpkin carving etc.

EQUIPMENTS USED IN GARDEMANAGER :

NAME FUNCTION

SLICER for slicing of meats, vegetable,

fruits of equal size

JUICER For taking out juices.

TRAULSEN For storage of frequently used

perishable products.

WALK-IN Used for storage of items.

GRAVITY FEED For slicing breads, eggs, etc.

SLICER
DISPLAY MATERIAL:

Garde manager is an innovative image creator for the hotel and

thus there are various materials used for display of products. Some
of them are as follows:

1. Marble tops

2. Mirrors with wooden beadings of very thin thickness.

Silver platters covered with jelly or has no direct contact with

Fruits, vegetables etc.

2. Glass /ceramic bowls.

STANDARD PRACTICES:

Since the Garde Manger section deals with highly perishable

products, there are some points to be kept in mind while working,
in this section, these are is follows:

The products used should be fresh as possible.

Salads should be prepared close to pick up time to ensure

freshness.

The dressings and garnishes should be prepared freshly and

accordingly.

It is advised to use gloves during handling of raw fruits and

vegetables as they are highly susceptible to bacteria and other
germs.

BUTCHERY

Butchery section is the section where all the meat, Poultry and fish
items are received. Due to increasing demand for non-vegetarian
items, the Hotel has built a separate unit in the premises itself,
called Butchery. From Butchery, the meat products are supplied
to all the satellite kitchens as well as the main kitchen. Nearly 80%
of the meat items are cleaned and packed and stored here for the
future use by different outlets. Remaining 20% stored in the way it
comes from the suppliers, needing to clean etc.

They are then cleaned of their riffles and other parts which can
cause spoilage and then stored, freshly packed in a bag. Butchery
is also called as Meat Fabrication area of' the hotel. The butchery is
headed by a Chef De Parties.

The area of this unit is sufficient enough and clean. All the work
here is carried out by team headed by a Senior Chef, Senior Cooks,
Cooks, Butcheries and apprentices. Last in the order come the
trainees.

Butchery has two walk ins and two deeps, for fish and sea products
and for meat products.

Temp of walk-in is 8 – 10 C.

Temp of deep in around -14 C.

All the different cuts are coded and packed in plastic packets,
which are then stored in plastic baskets and kept in the deep or
walk-ins.

However, there is standard pattern followed before packing and

storing. All items are first packed in plastic bags and then put in
vacuum machine. After the item is vacuumed, the packets are
transferred into baskets and kept inside.

All kitchens except main kitchen send their requirements one day
in advance. So, at the end of the day, chef goes through the form of
a computerized indent sheet and places items of various outlets in
different baskets and puts a tag on them.

Main kitchen orders through order tickets as their requirements

may change at any time due to unpredictability of parties in
banquet halls. All costs are adjusted in the computer at a later
stage.

All the items are dated and FIFO system is followed. The inner deep
is actually meant for extra stock or for the items which are not used
at a regular basis.
Stock taking is carried out on every Wednesday and on Monday
night, fumigation process is carried out. Therefore, on Tuesday
morning, all the walk-ins and deeps are cleared thoroughly.

INTER DEPARTMENTAL RELATION SHIP

The ‘Kitchen’ has a direct relationship with the following
departments:

F & B outlets
It has been already discussed how the kitchen is related to the F&B
outlets. (The outlets sell what the kitchen provides) the intimate
relationship makes the earning & maximization objective of the F &
B department, a reality.

Kitchen Stewarding
Stewarding serves the kitchen in the following ways:
Cleaning of kitchen areas thus ensuring proper hygienic standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the

Engineering and maintenance department.

House-keeping department:

For uniform.

Other Operations:

Kitchen staff and kitchen stewarding department jointly run the

staff cafeteria.
FRONT OFFICE
INTRODUCTION

The Hotel now unfolds its new-age grandeur with the newly
appointed spacious deluxe rooms and designer suites that beckon
you to indulge. The guest rooms with their exquisite selection of
furnishings are equipped with world-class facilities and luxuries. All
rooms have inspiring views overlooking the pool or the well-
manicured and landscaped gardens. Midst all this, care has been
taken to keep intact the hotel’s inherent spirit, history and the ‘Old
World’ charm.

In countries throughout the world, the steady and continual

increase in size of tourist and hospitality industries continues. In
order to accommodate the world's travelers, the Hotel Industry
is also expanding to keep up with the demand.

For many people it's the look, design or location that creates the
important and lasting impression.

However, the Hotel industry is highly people oriented. It is the

effectiveness, efficiency and warmth of these people, which is what
creates the lasting impression, and it is these same people who, by
their attitude and friendliness, subconsciously attract guest back to
the hotel.
Very often the first and the last place the guest comes into direct
contact with the Hotel is the Front Desk. It is the Front Office,
which forms the basic foundation for the hotel staff and guest
relation in the future. Its primary function is the sale of guest
rooms available in the hotel by following a series of preset
procedures consisting mainly of reservation followed by registration
and assigning room to customers.

Front Office is termed as the powerhouse of the hotel -It plays a

major role in the operations of any Hotel. It is believed that room
sale is the most profiting mode of income for the hotel. Revenue
collected from the room sales contributes much more than any
other departments consisting more than 70 % of the total sales.

Thus we see that the primary objective of the front office is to

receive the guest, give them a warm welcome, assign them rooms
keeping in mind their taste and preferences and be a customer
friendly interface between the hotel and the guest.

This extremely important department is one of the first points of

contact the guest has with the hotel, and leaves a lasting
impression on the mind of the guest about the quality and service
provided. It is therefore, crucial for all Front Office personnel to be
constantly aware of this fact and realize that, in addition to their
routine functions, they are also salesmen for their hotel and the
other hotels in the group.
DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office are

6. Reception.
7. Cashier.
8. Concierge.
9. Telex and Fax.
10. Reservation
 INTERACTION BETWEEN GUEST AND THE HOTEL:

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

1. Reservation Office: For reservation of room and assigning pick

up for self.

Arrival

1 Reception: For Registration, Room assignment and issuing of

keys.

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

Occupancy

1. Front Desk Cashier: For currency exchange, safe deposits of

valuable articles and Maintaining guest accounts.

2. Telephone : For Telephone calls.

3. Bell Desk : For transportation and news papers.

4. Concierge : For guest mail and other information.

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

Check out

1. Front Office Cashier: For Bill settlement and checkout.

2. Bell Desk : Baggage handling and transportation .

RECEPTION

It plays an important role in the front office setup. This is the

first section where the guest comes in contact with a hotel
employee. It is located in the Front Office and it deals with
functions, the main one being checking in or allotting rooms for
individuals or groups.

When the guest arrives at the hotel, he first approaches the

reception counter to give in his name if he has a reservation, If the
guest has booked a room in advance then a reservation card with
all the details are printed and kept ready.

In the case of a walk-in, the receptionist fills out the

registration card and checks the computer for vacant rooms. The
receptionist checks up with the assigned rooms report also to
ensure that the room allotted is vacant. The key card is filled up
and the appropriate key is placed in the card and handed over to
the guest. For registration, everything is done on the computer.
Hence manual labor is saved on as the guests check in and are
billed directly through the computer as the entire hotel operations
runs on computer.

A group coordinator always awaits the group to check in. The

group leader is then taken to the Bell Desk/Side desk, here the
group coordinator checks with the rooming list. The group
coordinator allots the keys along with the key cards. The rooming
list is also needed to identify the guest baggage. The bellboys then
carry the baggage up and in this manner a group is checked in.

FUNCTIONS PERFORMED :

RECEIVING MESSAGES : A hotel provides a complex series of

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

ROOM CHANGE : In case of room change, a change slip is filled in.

Four copies are prepared. They are for the following departments :-

 Bill Department copy.

 Room Service Copy.
 House Keeping Copy.
 Telephone copy.

MAINTENANCE : In case of maintenance of anything in the

reception department. A maintenance order is filled. It is prepared
in duplicate.

HANDOVER : During the change of shifts the person working has

to handover all the responsibilities to the person who has come in.
For this a handover slip is filled up and also writes down the
necessary work to be performed by the next shift. So that work can
be carried out smoothly.

INTERNAL COMMUNICATION UNIT

An important part of the reception is the ICU. This area is located at
the back of the reception It is the place from where the messages
are received noted into a log book, fed into the computer for a
particular guest in his reservation folio. Put in a message envelope
and slipped through the guest door .Another important function of
this area is to receive and sent faxes. All the reg. cards are printed
and sent from here.

EXPECTING A CALL/MESSAGE SLIP

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

If the guest is expecting a call but he is not there in his room but
some where in the hotel only.
Message slip is a type of slip, which is filled up by the receptionist
along with the message in case the guest is not available in the
hotel.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he

check’s-in, and it mainly consists of Name, Address Organization,
designation, & nationality and in case of a foreigner it contains his
passport no. details along with Room no. Date of arrival and
departure. And the mode of payment.
 Finally the guest has to sign a declaration that he will release
the room by checkout time whatever it is on the departure date.

ROOM KEY CARD

Room key Card is issued by the receptionist of the Front office

Department to the guest, who checks- in the hotel. It is a card,
which is used as a identification card by the guest in the hotel while
requesting for the key, signing in the restaurant, bar and on
checkout, On one side of the card it contains Name, Room no., rate,
arrival & departure and on one side is the different outlet’s of the
hotel along with their timing’s are given.

RESERVATION CARD :

A reservation card is one that is filled in at the time of check in.

The details extended are :-

19. NAME OF GUEST.

20. DESIGNATION AND OCCUPATION OF GUEST
21. NATIONALITY
22. DATE AND PLCE OF ISSUE OF PASSPORT.
23. DURATION OF STAY IN INDIA
24. PERMANENT ADDRESS
25. DATE OF ARRIVAL IN INDIA
26. ARRIVED FROM
27. IF EMPLOYED IN INDIA
28. REGISTRATION CERTIFICATE NUMBER
29. DATE AND PLCE OF ISSUE
30. NUMBER OF PERSONS STAYING
31. NEXT DESIGNATION
32. DATE OF ARRIVAL
33. TIME OF ARRIVAL
34. DATE OF DEPARTURE
35. BILLING INSTRUCTIONS
36. PARTICULARS

CONCIERGE

 Recommends and develop appropriate service concepts,

facilities and amenities as meet guest expectation and future
needs.
 Develops and maintains Concierge services as an absolute
representative “Face of the Hotel” there by adding value to the
over all image of the unit.
 Concierge is completely responsible for the smooth operations
of the Concierge department and to make sure that the
department is updated and has full knowledge local attractions
and provides hotel guests with information on the city and sight
being tours.
 Provides a dependable, professional limousine service to the
guest as per the organizational standards.
 Ensures proper ticketing and other travel arrangements for the
in-house guests.
 Facilitates within organizational norms, any internal or external
errand/services a guest may request for.
 Responsible for ensuring reservations for guest in desired
outlets, hotels, entertainment or service facilities.
 Defines the organization of work within the department
including assignments schedules and vacations for the staff.
 Ensures all records/documentation is properly maintained as
per the requirement of the organization.
 Ensures the smooth operation at the airport to make sure that
assistance is provided to pre-designated guests on arrival and
departure.
 Concierge is responsible for the availability of cellular phones
either from the stock or arranging from rental agency.
 Responsible to make arrangement for charter aircrafts through
the Oberon Air Services and from other agencies in case of non-
availability.

CASHIER
The cashier is adjoining the reception and information counter but
is situated at the corner. It does not face the entrance through the
lobby at the HOTEL its main function is to maintain guest folios.
The posting of charges from departmental vouchers to guest bills is
carried out here. At check out time the bill/folios are closed by the
casher.
The Second copy of the registration card of a guest is attached
along with his correspondence and is placed here. All the
miscellaneous bills are immediately added to the room bill and fed
into computer.

Apart from this the cashier in in-charge of handling petty cash and
to keep safe custody of guest valuables. If valuables are lost in the
room then the hotel is responsible for such losses. If a guest wishes
to make use of a safety vault, then the cashier issues it and the rent
is charged.

The Cashier department is important but equally risky as there is

an inflow and outflow of lot of money everyday.
 THE BELL DESK

On Arrival guest luggage is taken in the trolley with the guest to the
reception and wait to get the check in procedure completed.
Luggage is carried along with the guest to his room. Guest is
explained about the fittings facilities in the room. Bell Boy errand
card(arrival) is taken from reception at the time of carrying the
luggage and then filled in and maintained. Arrival departure of the
guest is notified in the bell captains control sheet. Scanty baggage
guests are marked and the report is signed from the reception (even
in case of regular guests.

THE BELL DESK

 Morning newspapers are sorted and banged outside rooms by

night shift.
 Guest is explained about hotel and room facilities including mini-
bar on check up.
 Guest baggage handled and carried to rooms in check-ins and
removed and brought to lobby for checkouts.
 Errand card made for arrivals and departures, and arrival cards
given by reception at the time of check in.
 Guest mails are mailed, for a specific price.
 Maintaining baggage in the luggage room face of cost.
 International newspapers received and distributed.
 Early morning newspapers are distributed in rooms by the night
shift.
 In house, Room verification and expected arrival report is
resigned and newspaper request list completed.
 In luggage handling arrival cards are given by reception, which
are filled up and maintained. Where as departure cards are made
at bell Desk.
 Guest luggage is stored in luggage room for which tags are
attached to the luggage and receipts given to the guest and the
 luggage register completed Log book maintained by the shift
captains

Luggage Room

The luggage room is next to bell desk and has racks to store the
luggage properly. When a guest requests for his luggage to be stored
in the luggage room a tag is attached to the luggage and receipt
given to the guest with room no., date and running and type of
baggage. A luggage room register is maintained which is then
cancelled when the guest takes back his luggage. In House report,
Room Verification report and Expected Arrivals Report is received
from the computer room and is helpful in functioning of the bell
desk.

Guest special request are satisfied by Bell Boys, like buying some
things from market etc. Guest mails are mailed for the guest on
some cost. Messages and guest fax distribution is handled by
concierge.

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

Medium of Reservations
 Telephone : TEL

Telex/Cable : TLX / FAX

Letters : LTR

Verbal :

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

Hotels)

TA : Travel Agents (Local or Foreign)

DIR : FITs (Free Individual Traveller)
TA : Tour Operators
Dir : Companies
EMB : Embassies
LHW/LRI/
DER/STR : Hotel Reps.
Air : Airlines
CRS : Central Reservations
: Inter-Hotels-use hotel code like HOT, HOG etc.

GUARANTED RESERVATION :

A reservation under which the guest will guarantee to pay for the
room even if its not used, unless the guest has followed the hotels
prearranged cancellation procedure. In return the hotel holds the
room till the check out time of the guest. For a guaranteed
reservation, an advance payment is taken from the guest.
NON GUARANTEED RESERVATION :
A non-guaranteed reservation is a reservation in which a guest has
just agreed to stay in the hotel without any pre-payment.

At the HOTEL, in case of a non-guaranteed room, the room is held

for the guest till 1800 hrs the same day, after which it is released
for sale but prior information regarding this policy is always given
to the guest.

EARLY CHECK – IN :

This term means that the guest would check in to the hotel before
the standard check in time of 1200 noon.

CASE I
In case the guest wants to check in after 7:00 am on the day of
check in, he may be allowed that without any extra charge by any
member of the front office team,.

CASE 2

In case the guest wants to check in before 7:oo am on the day of

arrival, he is charged for one extra day however the decision lies in
the hands of Fom/Asst. as to whether to charge or not .

MODES OF RESERVATION
The different modes through reservation request are made to the
hotel are as follows:

 Personally
 Letters
 Telephone
 Telex
 Fax
 E-Mail
However most of the times the reservations are made either by
Telephone or Fax

HOW TO TAKE A RESERVATION ON THE PHONE

f. Answer promptly – greet the caller by mentioning time of day

and department and offer to help.
g. Take down all the details on the printed reservations form.
h. Check the status of the room-availability and thereby
confirm/regret/wait list.
i. Ask for a written request especially for billing instructions,
which should never be accepted verbally.
j. Thank the caller.

Processing a Reservation
i. Check under the Guest History (GHD) if we have any prior
information on the guest.
j. If we do have the above than the folio is created from history
(HC). If not then a fresh Guest folio is called up (CGU), check
Company Account Directory (CAD) # and fill-up Company
Account Directory # on folio.
k. The folio is filled in with all the details available and then
created on computer by pressing control F2 after doing the
needful.
l. From this point onwards the guests’ reservations is in a
“PREREG” status till the time the guest checks-in when the
status is changed to “REG”.
m. Then create the BT screen for billing instructions, if any.
n. Create the TA screen, if the booking is through a T A.
o. The guest folio # is then written on the reservation
correspondence and circled.
p. The correspondence is the filed date-wise for the present month
and month-wise for future months.
Group Reservations

They are done in the same way as for FITs with the following
additions :
Request for the rooming list at least a fortnight prior to arrival.
Special meal plans must be decided before check-in.
Billing instructions for breakdown of accounts.
Time of arr/dep must be taken down.
Normally the passport details are submitted at the time of arrival of
the group.
Processing GRP Res.
Call up a blank group folio by doing a CGP.
Fill in the relevant details as required.
Create the folio by pressing control 2. Thus we have pre-reg group.
On receipt of the Group Rooming List, call up a blank folio by a
CGU command.
Fill in all the details for any one-group member. Do make an entry
of the group folio no. in the relevant blank.
Create the folio by control 2 and then repeat the folio through
control 3.
Change relevant details of the next group members and then update
this folio.
Repeat this process to individual folio for all group members are
created.

Meal Arrangements
 Call up the Meal Arrangement Screen by enters “MA” fill in the
relevant details and then create through control 2.
 Create the Travel Agents details and the Billing Instructions in
the same way as for Fits.
 Check the Group Member Directory to ensure all group
members are pre-registered.
 If the group has made any deposit make the relevant entries.
 Note the group folio # on the correspondence.
  The individual folio nos. May be noted alongside the names on
the rooming list.

Filling
It is important to create many copies of the correspondence for one
group with many visits. One copy of correspondence can be filed in
each date of arrival. A master file may also be created for large
groups with many visits.

Group Cancellations
Group cancellations should be done at least 30 days before the
arrival of the group, otherwise, retention may be charged to the
e. Size of groups
f. Relation between TA and hotel.
g. Inconvenience caused.
h. Loss of revenue.
Cancellation / Amendment
d. On receiving a call for cancellation or amendment, take down
all necessary details on the printed form. It is very important
to take the Contact No. and the name of the person requesting
the cancellation/amendment.
e. Retrieve the earlier booking by first doing an ARR or GU then
display the folio by doing a “FO” (Space) #
For a cancellation, change the status from “PREREG” to “CXL”
and enter the name and contact no. of the person authorizing
 the cancellation in the note column. Then update the folio by
pressing control 2 after doing the preliminaries.
For an amendment change the relevant details on the folio and
then update the folio (after checking status)
f. After the above process attach the new correspondence to the
original and file it as same as before.

CONCLUSION

When I first began my Industrial Training but went by ever so

quickly and have left me craving for much more. I would have to say
that it is an absolutely fabulous part of the curriculum and perhaps
will remain the most memorable one.
Needless to say that this experience was a highly enriching and
educative one as I went on from one department to another and met
and got the opportunity to train under several highly respected
senior professionals. I learnt that every individual is different and
that every one has something unique to offer. I learnt that every job
has its nuances and its value and that no job is superior to the
other. I learnt that on needs to constantly improve and improvise. I
learnt hat this is just the beginning of a long road ahead… full of
challenges. But I know that I will be able to run along because I
have my foundations firmly built in. It is here that I got the
opportunity to continuously introspect and improve… as a budding
professional and as a human being. I will always look back at the
time spent here with fondness and with pride.

I cannot but thank all the people who have helped me in several
different ways that will go a long way in facilitating the
commencement of a wonderful journey.
 BIBLIOGRAPHY

INTERNET
 Hotel website

 Training manual

 Training experience