INTRODUCTION TO ITC LTD.

ITC was formed on 24 August 1910 under the name of Imperial Tobacco
Company of India Limited, and the company went public on 27
October 1954. The earlier decades of the company's activities
centered mainly around tobacco products. In the 1970s, it diversified
into non-tobacco businesses. ITC has witnessed a dramatic
transformation from being a single product manufacturer to a vibrant
group with diversified business ranging from paper, packaging, hotels,
food products, health care products and software’s.
The growth of ITC Ltd Are as follows:
• 1975: The company acquired a hotel in Chennai, which was renamed
the 'ITC- Welcomgroup Hotel Chola' (now renamed to MyFortune,
Chennai).
• 1985: ITC set up Surya Tobacco Co. in Nepal as an Indo-Nepali
and British joint venture, with the shares divided between ITC, British
American Tobacco and various independent domestic shareholders in
Nepal. In 2002, Surya Tobacco became a subsidiary of ITC and its
name was changed to Surya Nepal Private Limited.
• 2000: ITC launched the Expressions range of greeting
cards, the Wills Sport range of casual wear, and a wholly
owned information technology subsidiary, ITC Infotech India
Limited.
• 2001: ITC introduced the Kitchens of India brand of ready-to-
eat gourmet Indian recipes.
• 2002: ITC entered the confectionery and staples segments and
acquired the Bhadrachalam Paperboards Division and
the safety matches company WIMCO Limited.
• 2003: ITC entered the Agarbattis (incense sticks) business ,
selling its products under the Mangaldeep brand.
• 2005: ITC diversified into body care products Essenza Di Wills,
Fiama Di Wills, Vivel, Engage and Superia .
• 2010: ITC launched its hand rolled cigar - Armenteros - in the
Indian market.
• 2014: The company began online sales .
The ITC hotels in every case have been inspired by the Indian
history and culture and grasped the culture into its hotels.

Brand name: “ITC Hotels”.

Symbol: The two folded hands in “The Indian Namaste”, the

Indian way of welcoming guests.
The welcoming slogan “WOW at every moment of truth”
which has become a way of life in ITC Hotel Division.
Its popular communication theme “Nobody gives you India
like we do” which means that Welcom Group offers a unique
Indian experience to the foreign traveler better than anyone
else.
The luxury chain features premier hotels (linked with
Starwood Group) in gateway business cities and luxury resorts
in cities important in business travelers and tourists.
 THE HIERARCHY OF THE TOP
MANAGEMENT OF WINDSOR
Board of directors (ITC group)
Overall general manager (ITC Hotels)
Regional general manager (South Incharge)
Hotel general manager (WINDSOR MANOR)
- Front office manager.
- Sales and marketing manager.
- Executive housekeeper
- F&B manager.
- Personnel manager.
- Executive chef.
- Kitchen stew. Chef.
- Chief security officer.
- Unit financial.
- Chief engineer.
The board of directors represents the top most
management of the company. They are representatives
of the ITC Group so they ask the questions to their
subordinates on the interest of the ITC Group share
holders.

Overall general manager Mr. Nakul Anand represents that

overall management for the ITC Hotel Chain that runs the
hotels under an operating Services agreement with the
ITC Chain. He is based in the Corporate Office at Delhi.

Regional general manager – the hotel divisions have been

separated according to the classifications of geographical
location i.e. north, south, east and west.
 THE HIERARCHY OF ITC WINDSOR

GENERAL MANAGER

MR VIRENDER RAZDHAN

EXECUTIVE CHEF FO MANAGER LP MANAGER HR MANAGER

MR HIMANSHU MR ANTHONY CRUZ MR HEMA KUMAR
MR UCHIT VORHA
BATRA

CHIEF ENGINEER LS MANAGER EHK SPA MANAGER

MR R PRABHAKAR MRS SUGANDHA MRS BINI SIMON MR ROHIT
KAUL BATRA

SIX SIGMA SALES & MRKTG PR MANAGER REVENUE MANAGER

MR KIRAN KUMAR MRS RAJINI PILLAI MS VINITA BARTLET MS NANDITA
PROPERTIES IN INDIA UNDER ITC HOTELS LTD.
Bangalore - ITC Windsor
ITC Royal Gardenia
Fortune Select
New Delhi - ITC Hotel, the Maurya
Chennai - ITC Hotel, the Chola
Mumbai - ITC Hotel, the Grand Central
ITC Hotel, the Maratha
Agra - ITC Hotel, the Mughal
Jaipur - ITC Rajputana
Jodhpur - Welcomgroup Umaid Bhawan Palace
Khmisar - Welcomgroup Royal Castle
Gwalior - Welcomgroup Usha Kiran Palace
Vadodara - Welcomgroup Vadodara
Andaman -Welcomgroup Bay Island
Bikaner - Welcomgroup Lal Garh Palace
Srinagar -Welcomgroup Gurkha, House Boats
Hyderabad -ITC Hotel, the Grand Kakatiya
 BRIEF HISTORY ON ITC WINDSOR
ITC Windsor was a dream of the Welcomgroup, it was built in 1982.
Architecturally it was designed by Rajendra Kumar and Associates to
recreate a Manor house of the regency period of England in 1810 and
1820, and the building contractor was Kashyap Ahuja.

The land, which the hotel is built, was taken on lease from a trust
named Aga Ali Ashal Wakf, for 90 years. The hotels interiors, architecture
and art collections pay tribute to the fine traditions of this great lineage.
Welcomgroup tried to epitomize the best of Bangalore’s architectural and
historical character and care has been taken to fill in the every last
authentic detail.
In 1987, the reservations and marketing arrangements with the
internationally renowned Sheraton Corporation gave the hotel the name
of Welcomgroup Windsor Manor Sheraton.
In 1993, an additional hundred rooms called Sheraton Towers
were added targeting the upper segments of the business class traveler.
 ITC WINDSOR
THE LUXURY COLLECTION

Windsor Square, # 25, Golf Course Road,

Bangalore - 560 052.
Tel: (080) 2226 9898 / (080) 4140 1000 Fax:
(080) 2226 4941

It is located in the heart of the city lodging

the business locality and close to the places of
leisure golf club, turf club.
 ACCOMMODATION
ITC Hotel the Windsor is without doubt one of India’s
finest and luxuries hotels. It offers 240 well appointed
rooms. The Windsor rooms have been divided into
two blocks one consisting of the Manor block and the
other the Towers block.

The Hotel rooms are decorated based upon the

imperial way of life with wrought iron lamps, ceilings
touched with gold haunting prints, queen anne chairs
complementing the rooms are luxury suites – each
with a character of its own.
 FACILITIES
Executive Club:-
•Complimentary cocktails – happy hour between 1900 hours to 2030 hours.
•Late check out facility till 1600 hours.
•Special products like shampoo, talcum powder, moisturizer, foam bath etc.
•Wi-Fi Internet.
•Safety lockers available in room.

•Manor Rooms:-
•Same as the executive club rooms except that the rooms have a balcony facing
the pool.
•Wi-Fi Internet.

•Manor Suites:-
•Complimentary breakfast.
•Complimentary cocktails – happy hour between 7:00 PM to 8:30 PM.
•Late check out facility till 18:00 hours.
•Fax Machine available in room.
 HEALTH CLUB AND SWIMMING POOL
Location: Basement
Extension No: 1214
Timing : 6.00 am to 10.00 pm (Health club)
7.00 am to 07.00 pm (Swimming Pool)
Facilities : Stepper, multi-gym, tread mill cycle, weights etc.

WINDSOR SPA
Location: Lobby Level
Extension No: 1214
Timings : 10.30 am to 7.30 pm.
Facilities: Massage of full body, head and face massage etc
with the most exotic and rich oils. Also Jacuzzi is
available.
 BUSINESS CENTER

Location : Port Man Court

Extension No : 2619 / 2620
Timings: 07.00 am to 11.30 pm
Facilities : O2 Compaq Systems with internet, scanner, CD-
writer, Video cam, multi-media, photocopying, fax,
typing, comb-binding.
Chamber : Chamber1 – Capacity of 05 pax
Chamber 2– Capacity of 06 pax
Per Hour : Rs. 600/- + 12.5% tax
Full day (8 hours) – Rs. 2500/- +12.5% tax
Half day – Rs. 1250/- + 12.5% tax
MANOR CLUB
The Manor Club lounge bar sets the right
ambience for informal meetings while the
executive club services are available at the
following Welcomgroup Hotels – The Maurya
Hotel, New Delhi, The Grand Central, Mumbai, The
Windsor, Bangalore, The Chola, Chennai,
Rajputana Palace, Jaipur and The Kakatiya opened
in Hyderabad.
 DIFFERENT TYPES OF ROOMS

MANOR ROOM TOWERS ROOM ITC ONE ROOM

MANOR SUITE
 ROOM NO. OF ROOMS AREA (SQ.FT.) AREA (SQ.MT.)
CATEGORY

PRESIDENTIAL 1 1740 162

SUITE
MANOR SUITE 12 807 75

ITC ONE 10 630 59

THE TOWERS 89 342 32

ROOM
MANOR ROOM 40 334 31

EVA FLOOR 8 334 31

EXECUTIVE CLUB 80 334 31

 ROOM CATEGORY RATES (INR)
EXECUTIVE CLUB 17,000
MANOR ROOM 18,000
TOWERS 21,000
ITC ONE 28,000
MANOR SUITE 40,000
PRESIDENTIAL SUITE 2,00,000 (PRICE ON REQ)

Note:
Taxes extra as applicable.
Luxury tax at 12% will be charged on the published tariff.
Tariffs are subject to change without prior advice.
Check out time: 12 noon.
EXECUTIVE CLUB / MANOR ROOM
Designed on the lines of executives club available at all Welcomgroup Hotel in
major business cities, the Manor Club comprises carefully appointed room for
the modern executive. Set exclusively apart in Welcomgroup Hotels, the
Manor Club is a concept designed with care, to meet the special needs of the
business traveler. It pioneers a tradition in corporate hospitality, setting a
premium on discrete efficiency and business related services. It is even
managed by an independent trained staff.

ELEGANT LIFESTYLE

Manor Club guests are escorted to their specialty appointed rooms

after a comfortable sit down check-in. Guest rooms are an elegant
combination of luxurious accommodation and executive workspace.

Extra-large beds, lush, seasonal fruit basket, a soft drink bar, bathrobe, rooms
slippers and special toiletries meet the executives personnel needs.
Complimentary include continental breakfast and an hour of drinks in the
evening at the lounge bar for the guest. Business needs are met with a clearly
defined workspace, a worktable with an extra phone extension a handy
business kit with stationery and a med kit.
THE HOUSEKEEPING DEPARTMENT
ITC Windsor is a very large hotel having 240 rooms spread out in
two individual blocks, many meeting places like lounges, library,
restaurants and banquet halls. The housekeeping departments
work pressure is extremely high as the hotel is very big. The
housekeeping staff has a well organized approach and technical
understanding to enable them to cope with this volume of work.
The standard approaches and technical understanding used in the
hotel includes standard procedures for cleaning, organizational
setup of the department, standard

Forms etc. All the work procedures are extremely standardized as

per the HACCP policies followed by the hotel.
ORGANIZATIONAL HIERARCHY OF THE HOUSEKEEPING DEPT.
EXECUTIVE
HOUSEKEEPER

ASSISTANT ASSISTANT PUBLIC AREA

HOUSEKEEPING HOUSEKEEPING MANAGER
MANAGER – MANOR MANAGER - TOWERS

LINEN CARE FABRIC CARE HOUSEKEEPING

SUPERVISOR SUPERVISOR SUPERVISORS –
MANOR AND TOWERS

TAILOR

HOUSEMEN

TRAINEES
 INTRODUCTION

Housekeeping in a hotel is a very physically demanding job that includes many,

varied tasks. The housekeepers are responsible for cleaning a minimum of 30
rooms per shift. The actual amount of work depends on the size of the room and
the number of beds. A housekeeper needs between fifteen and thirty minutes to do
one room. A housekeeper carries out the following tasks:

•Making beds
•Tidying rooms
•Cleaning and polishing toilets, taps, sinks, bathtubs and mirrors
•Washing floors
•Removing stains
•Vacuuming

Accommodation in hotels tend to be the largest part of the hotel, it is the most
revenue generating department, the housekeeping department takes care of all
rooms is often largest department in hotels. The rooms in hotels are offered as
accommodation to travelers/ guest as individual units of bedroom. Some
interconnected rooms are also made which will be helpful to the guest and families.
Housekeeping is the department that deals essentially with cleanliness and all
ancillary service attached to that.
 WORK PROCEDURE FOLLOWED AT HOUSEKEEPING
DEPARTMENT

BRIEFING:-
At the Windsor’s department the shift begins with a briefing and scheduling.
The briefing is attended by the supervisor, house men, public area men, mini
bar staff. The briefing is taken by the assistant housekeeper. The rule at
Windsor is that the entire shift should begin with briefing and thus briefing is
done at all shifts morning, afternoon and night.
At the briefing a lot of important points are discussed like the occupancy
percentage, VIPs in house, grooming, special rooms, under repair rooms or
OOO .

DE BRIEFING:-
The de briefing takes place at the end of the shift, during this the points on
days work is discussed and handed over to next shift .
FLOORS AND PUBLIC AREAS
The most important sections of the housekeeping department which is
used by guests and is of high importance are:-

1. The Floors- The floors include-

•Guest Room
•Corridors.
•Staircases.
•Floor Pantries.

2. The Public Areas

Guest Room:-

The most important part of floors are the guest room cleaning all
the houseman takes the utmost care while doing the guest rooms and
follows the standardized procedure the shift on floors begins with the
arranging of trolley arranging trolley means stacking it all the supplies,
arranging on the amenities and bed and bath linen. The arranging of trolleys
include stacking bathroom supplies like soap, shampoo, conditioner, shower
gel, body lotion, moisturizer, talcum Powder, tooth kit, shaving kit, vanity kit
and etc bath linen and room supplies like tea bags, coffee powder, business
kit, water bottles etc.
 THE STANDARD PROCEDURE FOR MAKING A ROOM

The standard procedure is followed for making a room which all the
houseman at all the floors at the both bocks Manor and Tower is followed
which is trained to them when they join the job the procedure is:-

1. Entering the guest room.

2. Beginning cleaning, tidy and air out the room.
3. Strip bed & Make the bed.
4. Dust the guest room.
5. Clean the bathroom.
6. Vacuum.
7. Make a final check.
8. Close the door and make sure it is locked.
9. Note room status on assignment sheet and proceed to next room.

At regular period of time the room in The Windsor may require deep
cleaning done monthly. It includes activities such as dusting in high and
hard to reach areas, cleaning vent fans and filters, vacuuming under beds
and heavy furniture, drapes etc. At regular time intervals the room is
taken under maintenance in which the rooms are fully updated including
painting, polishing etc.
 TURNDOWN, EVENING OR SECOND SERVICE

That is turning down the guest bed and freshening the guest room for the
evening is offered to the guest of The Windsor. If the guest is in room then he
is asked for the evening service if the room is unoccupied then the service is
given to the room the second shift houseman does the turn down service. For
evening service also there is a standard procedure, the turndown service
followed in The Windsor is:-

Standard Procedures of Turndown Service:-

➢Cleaning the bathroom and restocking it with fresh towels.
➢Rotating or re-stocking amenities.
➢Tidying the guest room.
➢Emptying wasted baskets.
➢Folding back the bedspread, blanket and top sheet.
➢Fluffing the pillow.
➢Drawing the drapes.
 LINEN AND UNIFORMS SECTION
The Linen and Uniform section of The Windsor deals with the
acquisition, storage, issue and cleanliness of linen and uniform.
There are a separate uniform for each particular department.
Therefore great care should be taken for not misplacing, misusing,
mishandling of the uniform thus proper control methods are used.
The linen room in Windsor follows decentralized distribution
system i.e. the main linen room stocks clean linen for replenishing
floor pantries or for handling unusual situations or laundry
breakdowns. Floor linen pantries carry par stock and linen
sufficient to serve a number of rooms that the closet is designed
for. The floor linen closets are replenished upto par by the linen
supervisor. Every year the respective departments are supplied
with three fresh set of uniforms day-to-day disposable and use
item of the kitchen staff are also supplied by this department such
as scarf, aprons, caps, dusters etc.
 Routine Procedures in the Line and Uniform Room:-

A. Managing Inventories:-
This involves establishing of par levels of stock for linens, uniforms, guest
loan items, machines and equipment, cleaning supplies, guest supplies,
printed materials & stationery. The par level for linen is four & uniforms are
four for daily changed uniforms like steward coat, chef coat, utility workers
etc.

Physical inventories are taken for the linen and uniforms once in a month.
Other inventory control techniques used in Windsor include spot checks,
proper supervision, and proper storage control on misuse, shortage and
mix-ups.

B. Exchange of Linen and Uniforms:-

Uniforms in Windsor are exchanged on a one to one basis after it has been
checked for the damages. Uniforms exchanged should be uniform
specially tailored for the person receiving it, his name will be written on
the collar. In case of a new employee, uniforms are issued against an
authorization letter from the personnel department.
LAUNDRY
Laundry at ITC Windsor is located at the basement. The laundry has all the
latest equipments including large scale washing machines, driers and
calendaring machine and there are pressing machine which is usually used for
guest orders. The laundry operates at a schedule basis a particular time is for
the staff uniform washing, after that the bed linen is washed and then the bath
linen is washed. The guest clothes are laundered continuously.

The standard procedure used for on premises laundry in The Windsor are:-
➢Collecting the Soiled Linen.
➢Transporting Soiled Linen to Laundry.
➢Sorting and Washing.
➢Use of Chemicals.
➢Extracting.
➢Finishing (Drying and Ironing).
➢Folding.
➢Sorting.
➢Transferring Linen to Use Area.
Laundry staffs are trained to use and maintain machine and equipments like
washing machines, drying machines, steam cabinets and tunnel, flat work
ironers and pressing machines. In The Windsor hotel valet service is provided.
The valet service is scheduled according to the forecasted linen needs of the
hotel and to the requirements of linen. The laundry operates 24 hours a day
and the guest satisfaction is high with the laundry department.

HOUSEKEEPING CHEMICALS USED AT ITC WINDSOR

The chemicals used at Housekeeping at The Windsor come from
company called Taski. The chemicals used are:-
➢Stride-All purpose Cleaning
➢Glance- Glass Cleaning
➢Emerel- Chrome fixtures
➢Lenio- Cleaning and Polishing Wooden Surfaces
➢Good Sense – Air Freshener
➢Crew-Cleaning Water Closet
 RESTAURANTS AT ITC WINDSOR

RAJ PAVILION DAKSHIN ROYAL AFGAN

DUBLIN JOLLY NABOB’S DUM PUKHT

HIERARCHY OF THE FOOD AND BEVERAGE
DEPARTMENT

FOOD AND BEVERAGE MANAGER

ASSISTANT FOOD AND BEVERAGE

MANAGER

RESTAURANT MANAGER

MAITRE D’HOTEL

SENIOR CAPTAIN

CAPTAIN

STEWARD

ASSISTANT STEWARD
 INTRODUCTION TO FOOD & BEVERAGE SERVICE

The various Food and Beverage outlets at ITC the Windsor are the
five restaurants namely:-
➢Dublin - The Irish pub
➢Raj Pavilion – The Coffee Shop 24 Hour Restaurant - Multi Cuisine
➢Dakshin – The South Indian Restaurant - South Indian Cuisine
➢Royal Afghan – The Pool Side Restaurant -
➢Dum Pukth Jolly Nabob – The Fine Dining Restaurant - Awadhi
Hyderabadi & Anglo Indian

Other than restaurants the other Food and Beverage outlets are
Room Service, Banquets and the cabinet bar.
THE VARIOUS RESTAURANT OUTLETS IN WINDSOR ARE:-
❖THE RAJ PAVILION:-
Raj Pavilion is the coffee shop of the hotel it serves both A la Carte and Buffet. Raj Pavilion
is a unique special 24 hours restaurant, which draws inspiration from the 100 year old ‘glass
house’ at Lalbagh garden and brings in a nostalgic touch of Victorian at the ITC Windsor
Sheraton Hotel featuring a variety of Indian, British and Far-East Cuisine.
The restaurant serves buffet breakfast, lunch and dinner which combining of various
cuisines from around the world so that all the guests are comfortable with the buffet
menu. The buffet also has live counters which on weekdays serve Indian breads like Phulka,
and Italian pasta and on weekends serve chat, grill, tandoor, oyster and live mango counter.

RAJ PAVILLION BUFFET RATES:-

•Breakfast Buffet : 7 am to 10.30 am – Rs. 850 + 12.5% tax
•Lunch Buffet : 12.30 pm to 02.45 pm – Rs. 1250 + 12.5% tax
•Dinner Buffet : 7.30pm to 11.30 pm – Rs. 1450 + 12.5% tax
•Sunday Brunch : 12.30 pm to 4.00 pm
Brunch with Non-Alcoholic beverage - Rs. 2200 + 12.5% tax.
Brunch with Alcoholic beverage – Rs. 2500 + 12.5% tax.
Brunch with Champagne – Rs. 2800 + 12.5% tax

Complimentary breakfast (buffet) for all guests in house.

❖DUBLIN:-
This is the pub of the hotel which has theme and style of typical Irish décor, and signifies
the concept of a true pub in Ireland. The interior of the pub is a combination of green and
brown. This pub also has a live band that plays all the Irish instruments. The pub has a range
of all the best drinks from all around the world. Has the rarest of wines and liquors
considered o have the best collection of the city. This restaurant serves food of Irish and
English cuisines. It has an enormous menu of drinks including rare scotches, whiskies, vodka,
beer from around the world. Rare Scotch Whiskey like Glenfidditch, Glenmore is available at
Dublin.
The pub has got the “Best Pub of The City award” from 3 years .

❖DAKSHIN:-
The restaurant serves the most authentic South Indian Food originating from the four south
Indian states of Karnataka. Andra Pradesh, Kerala and Tamil Nadu. The food served here is
the most traditional and rare food prepared in the most authentic way. The restaurant has a
very unique décor which is similar to palaces found in South India. The uniform of the staff
is very traditional men wear traditional dhoti with coat and the hostess wears a traditional
sari with gold embroidery. The food is served in copper thali. It has a live counter too which
serves hot accompaniments like aapam.
The restaurant has received “The Best South Indian Restaurant” award.
Rates :
❖THE ROYAL AFGHAN:-
The Royal Afghan is the popular pool side barbecue serving the unique cuisine
from the rugged North frontier serving tastes of roasted meat around a roaring
fire and the aroma of charcoal grilled kebabs. The restaurant has a live kitchen
so that guests can see the chefs preparing their food. The restaurant is famous
for the kebabs, Dal Bukhara and Indian breads like Nan, Roti, family Nan etc. The
restaurant has a unique décor all the tables have candle light. The Royal Afghan
operates only for dinner on weekdays and on weekends operates for lunch and
dinner.
This restaurant has received “The Best North Indian Restaurant” award.

❖DUM PUKHT – JOLLY NABOBS:-

Jolly Nabobs is a very unique restaurant it has the glory days of the Raj era over,
their fun loving spirit and cuisine still lives on at the Jolly Nabobs – an elegant
bold of grandeur, tasteful dishes and serving the guest of India. The décor of the
restaurant is very unique; the whole restaurant has a very beautiful look with
large windows. It has a live band. The restaurant is a fine dining restaurant only
adults over age of 18 are allowed in the restaurant.
The restaurant has received” The Best North Indian Restaurant” award.
 OTHER OUTLETS:-
CABINET LOUNGE & PUB:-
Cabinet lounge and pub is located at the towers side of the hotel. It mainly serves
beverages like tea, coffee and has a very limited menu of alcoholic beverages. This Lounge
is operated by the staff of Jolly Nabob. The cabinet pub is mainly operated for the guests
who come and relaxes at the lounge.
BANQUETS & CONFERENCE HALLS:-
Choice of 7 conference venues with a capacity to accommodation an audience upto 400
that a style formal sit-down dinners, theme parties outdoor catering.

NAME OF THE HALL TEL.EXT LOCATION AREA(SQ.FT)

Regency – 1 1231 Lobby level 2678
Regency – 2 1331 Lobby level 1845
West minister 1275 1st Floor 1301
House of 1232 1st Floor 614
lords(south)
House of 1232 1st Floor 566
lords(north)
Manor club 1233 1st Floor 1410
Victoria room 2624 Basement 320
ROOM SERVICE:-
Room service is a section of food and beverage department which is a high revenue
generating department. It operates round the clock and serves all the cuisines. The In
house guests use this section they call up from the room and places the order the orders
range from food to beverage. This department remains busy throughout the day and has a
separate section located at the main kitchen. The department has a captain and at least
two staff members at all time round the clock. The department has its own pantry and
equipments which is only for the section.

ORGANIZATIONAL HIERARCHY OF ROOM SERVICE STAFF IN WINDSOR MANOR :

Room service manager

Room service captains (AM)

Room service captains (PM)

MSA/Clearance steward

Sr. Butler/Room Service

Order

Butler/room service
attendants
 THE VARIOUS BANQUET HALL IN WINDSOR MANOR

REGENCY – 1 & 2

The days of the young George IV come alive at the Regency, the magnificent banquet
hall that accommodates 800 people. The Regency is divided into two banquet halls. The
Regency-I can accommodate 500 people at a time and the attached Regency – II can
accommodate 250 people
HOUSE OF LORDS (NORTH AND SOUTH)

VICTORIA ROOM
WEST MINSTER AND MANOR CLUB
FRONT OFFICE
 INTRODUCTION

Front office is the most visible department in the hotel.

The Front Office department strives to offer efficient and
personalized guest service in a warm and courteous manner with the
aim of delivering an unforgettable experience.

The two major purposes of front desk are:

To monitor the guest cycle
To co-ordinate all guest services

Guests are received in the front of the house and it gives them the
first and the most memorable impression about the quality of the
service. Guest can avail the facilities of reservation registration room
assignments and enquire about services and facilities and other
general details.
HIERARCHY OF THE FRONT OFFICE DEPARTMENT

ASST. FRONT OFFICE MANAGER

DUTY/LOBBY MANAGER

FRONT OFFICE EXECUTIVES

FRONT OFFICE SUPERVISORS

ASSOCIATES

APPRENTICE / TRAINEES
 THE LIST OF FUNCTIONS DONE BY THE FRONT
OFFICE OF WINDSOR

1. Reservation.
2. Rooming.
3. Accounting.
4. Handling Mail.
5. Handling Room Key and Messages.
6. Information.
7. Foreign Exchange.
8. Safety Deposit Lockers.
9. Credit Facilities.
10. Airport Limousine Pickup.
11. Providing Newspapers.
12. Concierge Services.
 THE SECTIONS OF FRONT OFFICE AT ITC THE WINDSOR:

RESERVATIONS:-
This section is the nerve centre of the department. All requests of room reservations
are received and processed here.
The different sources of reservations observed were : GDS (global distribution system),
Sales and Marketing, Internet (Ex: expedia), Email, Travel Agencies (Ex: Thomas Cook)
and incoming calls.

RECEPTION / INFORMATION:-
Reception is considered to be the face of the hotel and creates the first impression on
the guests mind. The employees at the reception always have a smile on their face and
willingness to help the guest is always there. This section deals with the welcoming
and entering of guest into The Windsor and providing of information to the guest,
coordination of activities inside the hotel and departure of the guest.
The Registration Process at the Windsor involves the following
steps:-
•Step – 1 : Guests are welcome with a smile wishing them saying “Namaste, How may I
help you”.
•Step – 2 :The guests are presented with a registration card and asked to fill it up. If it is a
reserved guest, then details regarding registration are written down in the registration card
from information preciously received.
•Step – 3 :Room and rate are then assigned to the guest depending on their likes and
dislikes.
•Step – 4 :Mode of payment is decided and a certain amount of cash or copy credit card is
taken as an advance.
•Step – 5 :Room keys are issued to the guest without announcing the room number. The
Customer Relations Executive then directs them to their room along with the guest
luggage.
•Step – 6 :All key departments are informed about the guest arrivals.
CHECKOUT PROCEDURES AT ITC THE WINDSOR:-

1. Guests are greeted promptly and courteously.

2. All mails and messages awaiting guest pickup are checked
3. All outstanding charges are posted in the guest folio &
guests are asked of any recent charges for adjustments in
the guest folio.
4. The front desk agent presents the bill and verifies mode of
payments.
5. The guest account balances are brought to zero balance and
before the guests departs. Any account not zeroed account
are transfer to the city ledger for billing and collection by
the accounts department.
 WELCOM ASSISTANCE
Main Functions:
To attend all incoming and outgoing calls
To transfer the calls to the respective departments
To give wake up calls to guests
To take guest requests and inform the reception
To handle any kind of emergency situation ( Eg: Bomb Threat )

Procedures Followed:
Getting it RIGHT
R – Respond Promptly
I – Identify Yourself
G – Go out of your way to help
H – Hear Carefully
T – Terminate Politely
Always put the receiver down after the call has been terminated.

Placing Calls On Hold :

All unanswered calls will ring back and must be answered within 20 seconds or 6 rings.
The operator shall ask to put the caller on hold or transfer the call to voicemail and take the message.
“would you like to leave a message on the voicemail or would you like to leave a message at the Front
Desk?”.
the caller must be informed of the status of the call
“ Thank you for holding. The line is still busy, kindly stay on the line.”
“ Thank you for holding, there is no answer from the Room/ Extension”
LOBBY :-
Lobby is the area at the entrance of the hotel, at The Windsor the area is well
maintained the lobby represents the class of The Windsor. The décor is very
beautiful with a fountain in the between a huge chandelier above it, the décor
represents the old English Architecture. It is the area that is furnished with
seating arrangements and is a meeting place common to all hotel guests. The
lobby desk is situated in the lobby and is the heart of all coordination between
the guests and the hotel services. The lobby desk is manned by a lobby
manager who represents the management all throughout the day. He is a
problem solver and has the authority to handle all guest grievances. He would
thus have to be well conversed with the hotel rules, mentally alert and
diplomatic in all his dealings.

BELL DESK OR CONCIERGE:-

In The Windsor it is also known as the Concierge desk, whose duties include
handling messages, care of guest luggage during arrival and departure, issuing
of postage against cash, paging of guests in the lobby area if required. Bell boy
reports ‘scanty / baggage’ guest to bell captain, and delivers guest luggage to
the rooms. If the guest requests then left luggage room then the facility is
provided after reference of manager.
Arrival Procedure:
The bell boys are called by the doorman to pick up guest luggage. The guests
are then directed to the front office, the bell boys are required to wait for
guests to register. When a room has been allotted to the guest, the front desk
agent will indicate so by handling over a room key and errand card with a room
no. on it. The bell boys then escort the guests to their room telling about the
facilities offered in the hotel and the rooms. He also shows how to use the
various equipments in the rooms and assures them to contact the front office in
case of any help required by them.

Departure Procedure:
Usually the bell desk are informed of the guest intentions to leave through a
phone call. They write down the room number on the errand card, which is
given to the concerned bell boy. He informs the bell captain and proceeds to
the room. He takes the baggage of guest and lets the guests go first.
He then checks the guest room to validate the discrepancy report, and ensures
the room is locked, places the baggage near the bell desk and waits for guests
to complete the departure formalities. Then the guests are directed to their
cars and the guest luggage is put inside their car. The guests are then bid
farewell.
TRAVEL HOUSE:-
Travel house is an out sourced company but operates for the guests of the hotel. The
Front Office coordinates with the Travel House if the guest has any travel enquiry and
facilities. The company arranges car, book tickets for train, flight arranges tour etc for
the guest. Travel house is considered to be the solution for any travel problem. The desk
is manned 24 hours a day. And the facilities are provided throughout the day and night.

BUSINESS CENTRE:-
This section provides seamless meeting and conference services to ensure the highest
levels of creativity, convenience and efficiency for every business need and event.
With regard to it being a revenue generating outlet at ITC Windsor, the Business Centre
has certain tariffs that guests are briefed about before using the facilities at the Business
Centre.
All necessary equipments for fax, internet facility, photocopying, spiral binding etc are
available in the business centre.
MEETING AND CONFERENCE ROOMS
CHAMBER ONE : (round table) 5 seater.
CHANBER TWO (rectangle table) 6 seater.
INTERNET CHARGES
First 30mins. (Complimentary for all guests)
Half an Hour: Rs.300/- + 10% taxes
One Hour: Rs.600/- + 10% taxes
THE DIFFERENT LOCATIONS OF FRONT DESK IN THE WINDSOR:-

FRONT DESK MANOR:-

This is located at the entrance of the hotel and caters to the guest manor guest of
the 1st and 4th floors. It also directs other guests to their respective reception areas.
The rooms catered to by this department are:
-1st Floor -08 Deluxe Rooms.
-2nd Floor -28 Manor Rooms, 12 Executive Club, 4 Suites.
-3rd Floor -40 Executive Club Rooms, 4 Suites.
-4th Floor -40 Deluxe Rooms & 04 Suites.

THE TOWERS RECEPTION:-

It caters to all the floors, offered in the towers section and is located on the ground
floor of the towers building with atrium lobby. The rooms catered by the tower
section include the following towers – 100 rooms.
- 1st Floor -2 Suites + 11 Rooms
- 2nd Floor -2 Suites + 17 Rooms
- 3rd Floor -2 Suites + 22 Rooms
- 4th Floor -2 Suites + 22 Rooms
-5th Floor -2 Suites + 17 Rooms + 1 Presidential Suite.
The registering process here is a sit down method and express check-in and check-out
services are available.
FOOD & BEVERAGE PRODUCTION
INTRODUCTION
The ITC hotels are famous in the world for food produced and served here the real
taste of India is found here. The traditional dishes are served here which is prepared
in the traditional ways by chefs who are the most experts. The world’s best Indian
restaurant “Bukhara” belongs to the ITC hotels.
All the chefs in the kitchen at ITC Hotel, The Windsor, Luxury Collection are
expert in culinary skills. They are the best with the food they serve the guest’s are
very satisfied with the food served to which the awards like “The Best North Indian
Restaurant, The Best South Indian Restaurant” and “The Best Pub of the city” awards
are the evidence.

FOOD SERVED AT DAKSHIN

The organizational motto of the department is “Every Creation is a Masterpiece”.
HIERARCHY OF THE FOOD AND BEVERAGE PRODUCTION DEPARTMENT

EXECUTIVE CHEF

SENIOR SOUS CHEF

JUNIOR SOUS CHEF

CHEF DE PARTIE

COMMIS I

COMMIS II

COMMIS III

APPRENTICE

TRAINEES
 The Kitchen hierarchy of ITC Windsor is very organized and is very managed as
the hotel is very big. The output of each kitchen is very high so it has one or two
section heads.
At The Windsor the kitchen brigade is headed by the Executive Chef, Chef
Uchit Vohra has the responsibilities of the entire food produced and served in
kitchen.
The kitchen is sub divided into different sections as per the food they serve
and they are then headed by the Sous chefs, Chef Sandeep, Chef Kusha Mathur,
Chef Prashanth, who report to the executive chef. His subordinates include
master chef, chef-de-parties below them there are the commies. Below
commies there are apprentice or trainees and the industrial trainees.
CHOCOLATE BAKERY AND
ROOM CONFECTIONARY
EQUIPMENT VEGETABLE WALK-
FISH FABRIC- IN
AREA
ATION AREA CHEF’S CABIN

SOUTH INDIAN
KITCHEN LAYOUT OF TANDOOR
INDIAN
KITCHEN
BUTCHERY

IN ROOM
MAIN PANTRY GARDE MANGER
DINING [IRD]
KITCHEN
BEVERAGE POT WASH
STORE
CHINESE KITCHEN

COFFEE AND TEA MACHINE &

RAJ PAVILION BACK AREA CONTINENTAL KITCHEN
GARBAGE SEGREGATION

The garbage in the kitchen is segregated into 3 types, each having their own color code
• GREEN
Wet waste ( Biodegradable & Recyclable)
• YELLOW
Dry waste ( Non – Biodegradable & Recyclable)
• RED
Meant for broken glassware/ ceramics ( Non – Biodegradable & Non – Recyclable)

COLOUR CODING

Different types of food items are cut on different colored chopping boards.
This is done to prevent contamination
• Red
Raw meats
• Green
Vegetables / Fruits
• Blue
Sea food
• White
Breads, Sandwiches
• Yellow
Dairy Products
• Grey
pork
• Pink
Allergens
WORK FLOW AT ITC WINDSOR
The work in ITC Windsor’s kitchen is very organized and a work flow is followed which can be
divided into:-
•Purchasing / Requisitioning.
•Receiving.
•Storing.
•Pre-preparation.
•Finishing or Cooking.
•Store the food
•Serving
•Cleaning.
STORAGE
After the chef gets then food ingredients from the stores, the ingredients are stored to the type
of food item; The Windsor has very strict policy for storing food which is according to HACCP
standards. The vegetables have different storing walk inn, the raw meat has separate walk inn
and fish has separate walk inn. The dry materials like spices, oils, lentils and other items like
vinegar is stored in room temperature in cupboards(every item has a particular place in
cupboard). The chef while storing should take care of the HACCP standards. Food items have
particular temperature to stored like:-
Butter, cream, ghee and open tins - 5-8 degree Celsius
Perishable items like meat, milk, vegetables - 3-6 degree Celsius
Dry Products like oils, lentils, spices - Room Temperature.

KOT & ORDERING SYSTEM

When an order is placed by the guest it is entered into the ordering system by the service staff.
A copy of the order is immediately received in the kitchen and the chef makes the dish
accordingly.

TEMPERATURE CONTROL
Receive and storage of cold foods should be between 1°C - 5°C
Receivable and storage of frozen food should be between -15°C or colder
Reheating must be done at a temperature of 60°C and above
Cooling must be done from about 65°C(ideal) to 21°C in 4 hours and from 21°C - 5°C in 2
hours,i.e a total of 6 hours which is an ideal time for cooling foods.
Cooking of food must be done at a temperature of 75°C and above.
SERVICE OF FOOD
Serving is the stage at which the food leaves the kitchen for service. The food is
always served as per standards of the hotel ITC the Windsor. Before the stage of
serving the chef checks the food is up to the mark, and are all the standards
followed. If the food is not up to the standard then the food is not served and
thrown away. The standards of the hotel include:-

•The standard portion size of food.

•The standard garnish for a particular food item.
•The standard accompaniment served.
•The standard crockery used.

The serving of food can be in various forms:-

•Buffet, lunch and dinner at the Raj Pavilion.
•Free complimentary breakfast at the coffee shop.
•A-la-cart orders from various restaurants.
•Complimentary orders for important guests like VIPs, HWCs, CIPs guests.
•Cakes that are given to employees on their birthday.
•Room service orders.
•Outdoor order for room service.
•Quantity orders for banquet parties.
SECTIONS OF THE KITCHEN

The Continental Kitchen

The Oriental Kitchen
The South Indian Kitchen
The Pantry
The Garde Manger
The Indian Kitchen
The Bakery
The Dum Pukth Kitchen
The Halwai
Meat Fabrication
Fish fabrication
❖ORIENTIAL KITCHEN:-
The Chinese Kitchen serves authentic Chinese food. The food cooked and served are the most
traditional type, the kitchen is located to the left side of continental kitchen near the coffee
shop Raj Pavilion on the ground floor. This is a very small kitchen and occupies only 120 sq. ft. of
space. It has only 4 staff working in it.
The head of the kitchen is the Executive Chef followed by the sous chef. Other chef working in
the kitchen are commies. The Chinese Kitchen serves mainly food to Raj Pavilion and dry snacks
are also served at Dublin the pub. The different items prepared include noodles, soups, fried
rice, chicken, prawn etc. The items supplied for the buffet include one non vegetarian dish and
two vegetarian dishes. The usually prepared dishes are shredded beef, pork dishes and soups.
The mis-en-place for the day are prepared in the previous day itself during the evening as there
are very little orders coming in this department.
❖CONTINENTAL KITCHEN:-
The Continental Kitchen is one of the most active kitchens of The Windsor. The dishes from far
away countries like Italy, Ireland, France etc. The favorites and the authentic dishes like Fish n
Chips, Mozzarella Melton, Irish stew, Grilled Tenderloin etc are served from the Continental
kitchen. This kitchen is located in the main kitchen near the back entrance of the Raj Pavilion
restaurant adjoining the South Indian and Chinese Kitchen. This kitchen occupies around 170
Sq. Ft. of space. The Continental kitchens head is Executive Chef followed by the Sous Chef The
food produced in this kitchen is served mainly at the coffee shop Raj Pavilion and the Irish Pub
Dublin. The Continental kitchen also serves eight dishes at the buffet in the Raj Pavilion
including a roast dish, soup, stew, meat and vegetarian. The kitchen also handles live pasta
counter and Lebanese counter in coffee shop.
❖SOUTH INDIAN KITCHEN:-
One of the most famous and known food of the city is served here,
the food from the south Indian sates are served here including
Karnataka, Kerala, Tamil Nadu and Andra Pradesh. The kitchen’s food
has received “The Best South Indian Restaurant” award. The food
produced in this kitchen is made in the most traditional and
authentic ways which is standardized. This kitchen occupies around
150 sq. ft. of space.
This kitchen mainly serves to the Dakshin restaurant. The different
items prepared includes a la carte preparations of the various food
and beverage outlets. The department is responsible for the filling
up of pickles for the restaurant buffet, a tray of papad, 2 vegetation
dishes, 1 non veg. dish, raita, dahi vada and curd rice, which are
served in ceramic bowls, sambar, rasam are also served for the
buffet at Raj Pavilion. The thali dishes in the South Indian kitchen
includes two vegetarian dishes, one non vegetarian dish, raita, rice,
jamoon, sambar and rassam, 3 poories and 2 papads are also served
in the basket.
❖PANTRY:-
The section of prepares items such as tea, coffee, sandwiches, chips, ice cream, juices
and other breakfast items. The kitchen operates 24 hours a day. Every item served
here has a set standard method of presentation and cooking.
This kitchen is located in the main kitchen area near the service lift and room
service area as it covers mainly for room service. It occupies around 260 sq. ft. of
space and has 4 employees working in it. The kitchen handles A La Carte orders for Raj
Pavilion, Dublin and Banquets. Pantry is also responsible for fruits and dry fruits served
at breakfast in the coffee shop. Pantry also handles live ‘Mango Counter’ on weekends
in the Raj Pavilion on weekends.

❖GARDE-MANGER:-
Garde Manger is one kitchen where the chefs are extremely skilled and have high level
of creativity. The food created in this kitchen requires at most care. This department is
responsible for preparation of salad items, preparation of statues made out of
thermocol and ice for decorative pieces in buffets and banquets. This is located near
the vegetable preparation area that is located near the pantry. The department serves
to the coffee shop, room service, Dublin and Banquets. The department also handles
live oyster counter in coffee shop on weekends. The kitchen occupies around 180 sq.
ft. of space and has four staff working in it.
❖INDIAN / BANQUET:-
Indian Kitchen of The Windsor is the kitchen which generates the most aromatic
dishes; some of the food have a mixture of more than 20 spices. The food created
is one of the most liked food and usually has repeat guests. This kitchen is located
to the center of the kitchen opposite to chefs cabin. The food produced here are
mainly for banquets, room service and coffee shop. The output of this kitchen
sometimes crosses more than 1000 pax per day. Other than A La Carte it also
handles buffet at Raj Pavilion, it sends 8 items to buffet and also handles live
counter making Phulkas and Kathi Rolls in Raj Pavilion. This kitchen is located in the
main kitchen opposite to the executive chef’s cabin and banquet halls. This
kitchen occupies around 360 sq. ft. of space and has 9 staff working in it. This
kitchen is divided into 5 sections:
•The Banquet.
•The A-La-Carte.
•The Halwai.
•The Mis-en-Place.
•The Tandoor Section.

This kitchen caters mainly to the banquet section, inside Windsor Manor. The
various items prepared include chicken, fish, mutton and vegetable dishes, rotis,
Nan and other Indian breads are also prepared.
❖BAKERY AND CONFECTIONERY:-
The bakery and confectionery department is located on the right corner of the
main kitchen, this kitchen is famous for its renowned for its sumptuous desserts,
pastries, gateaux, cookies, chocolates etc. The whole section is headed by a
Bakery Executive chef whose knowledge in the field is tremendous and vast. This
department is located on the ground floor and occupies approximately 220 sq. ft.
of space.The food items prepared at Bakery is served at the coffee shops dessert
counter and during breakfast on the bread counter. The bakery also serves for
room service and banquets. Complimentary birthday cakes, charged cakes all are
made in this kitchen.

❖ROYAL AFGHAN KITCHEN:-

The Royal Afghan kitchen is a satellite kitchen located behind the pool side
restaurant serves only to the Royal Afghan Restaurant. This kitchen is famous for
the preparation of tandoori items like roti, Nan, kebabs and Masala papad and
Dal Bhukara, dedicated to the great soldiers who fought the British Empire in
three wars. This department occupies an approximate area of 260 sq. ft. of space
and has 3 working staff in it. The items are only prepared for snacks and dinner.
And lunch is served on weekends.
❖JOLLY NABOB DUM PUKHT KITCHEN:-
The kitchen serves food of the dumpukht cuisine of the nawabs of awadh that bases it cooking
on dishes in a pot covered by a layer of dough so that it cooks in its own gravy. The kitchen is
located in the towers side of the hotel serving the Jolly Nabob Restaurant. This occupies around
410 Sq. Ft. of space and has 4 staff working in it.
This department mainly center to the Jolly Nabob restaurant in Windsor Hotel. The various
items prepared include the a la carte preparations for the outlets.
This department is further divided into the following sections:-
•The Tandoor Section.
•Pre-Preparation Area.
•Grill Section
•A La Carte Section.
•The Cooking Area.

❖VEGETABLE PREPARATION AREA:-

Vegetable Preparation Area has all the heavy electrical equipment used for processing of
vegetables. This area is used only when huge amounts of vegetable have to be processed or
when any section of the kitchen is lagging, behind in its work and there is not time for doing the
work manually.
This department is located next to the Indian Kitchen and the responsibility of equipment used
lies with the garde-manger chef. It occupies 160 sq. ft. of space.
❖BUTCHERY:-
Butchery is an essential part of the hotel as it supplies the various cuts of meat
to all the sections of the kitchen. The chefs in this kitchen are extremely skilled.
In Windsor Butchery said to be backbone of the kitchen and most of the chefs
have trained in this department.
This department is located on the ground floor next to the room
service Dept. and acquires approximately 260 sq. ft. of space. It has 3 staff in it.
It also contains walk in deep freezing unit and one walk-in-cooler which stores
meat for the kitchens.

Electrical Equipment’s Used In Butchery:-

Meat Mince : This is used to mince the meat like beef, pork, fish and chicken,
but before putting meat in the mining machine it should be ensure that no
bones or other hard substance remain in them. Other wise it lead to jamming
of the equipment.

Bone saw :This is used to cut hard bones of lamb, beef, fish etc. a blade moving
up and down cuts the bones with out breakin the bones into tiny particles.
❖FISH FABRICATION:-

This department is a part of butchery. This section

is working only for fish cleaning. As per the
requirement of the kitchen the fish fabrication
chef removes the gut, cleans the fish and cuts it
into required pieces.
Electrical Equipments Used:-
•Grinder :This is mainly used for the preparation of mixtures for dosas, idly by the use
of the spinning drum.
•Puree Machine:This machine is used to make puree of vegetables like tomatoes by
the use of blades that keep chopping the vegetables till it forms a paste.
•Potato Peeler :Peeling of vegetables like carrot and potatoes are done by the use of a
spinning drum with a small amount of constantly flower water.
•Rotary Chopping Bowl:Here the vegetables to be roughly chopped is placed in a
spinning bowl and are cut into small pieces by the use of rotary blade.
•Onion Slicer / Chopper :The onions are first peeled then are placed whole into the
machine, which can chop are slice in different sizes by the exchange of the blade used
inside.
•Finger Chip Machine :Here the potatoes are first peeled then placed on a performed
square base and pressed from above so that the potatoes form a finger chip shape
cutting and are collected in a try filled with water below.
HYGIENE AND SANITATION METHODS FOLLOWED IN
KITCHEN AT ITC WINDSOR (HACCP):-
▪No one can enter kitchen without covering their food.
▪Person who is untidy and dirty is not allowed to work.
▪Person having spreadable disease is not allowed to come near food. Strict
policies for leftovers, leftover food should be thrown away and not reused.
▪Kitchen cleaned atleast five times a day.
▪Strict garbage disposal system 3 box method:-
-Green garbage box only for food waste.
-Yellow garbage box only for paper and plastic waste.
-Red garbage box only for broken glass.
▪Food stored should have sticker showing when it was packed, the date of
expiry and who packed it.
▪Cooked food and raw food have different walk inn.
▪Vegetarian and non vegetarian food always kept separate in walk in.
INTRODUCTION TO ACCOUNTS & FINANCE DEPT;-

The accounting division is divided into various sub-divisions controlled under one
supervisor, the unit financial controller. This division is setup in Windsor Manor
hotel to keep track of all transactions (whether financial or non financial) of the
hotel. The accounts division is divided into a number of sub divisions. They are as
follows: -
•Accounts.
•Purchases.
•Receiving Stores.
•Food and Beverage Controls.

ACCOUNTS SECTION
This department is headed by an accountant and keeps track of all the financial
transactions taking place with the Windsor Manor. The accounts department
makes provision for uniform classification of income, expenditure, assets, liabilities
and it presents the financial results of the operation to the management. It is
located on 2nd floor of the hotel.
 Functions:-
The accounts department posts all financial dealings of the hotel in their
respective books are well as audit all the transactions. The accounts
department also pays the staff salary and wages against the voucher issued
to them by the personnel department.
The other functions are:
•Managing the accounts of restaurant and room sales.
•Preparing the financial statements.
•Profit and loss account.
•Balance sheet and budget.

THE DIFFERENT SECTIONS OF THE ACCOUNTING DEPARTMENT

•FINANCIAL ACCOUNTING
•COST ACCOUNTING
•MANAGERIAL ACCOUNTING
•TAX ACCOUNTING
•AUDITING
•ACCOUNTING SYSTEMS
MANAGEMENT INFORMATION SYSTEM
All goods received are extended into the daily receiving report and
also in the stores registers and bills are sent to the accounts
department.

STORES DEPARTMENT
All goods, which are purchased and received need proper storing, to
control and avoid losses from misappropriation damage,
deterioration, evaporation, carelessness etc. The stores are located
on the ground floor next to the receiving department. It is also
quite close to the service lift.
The stores are divided into racks, which are further
subdivided into small spaces. These divisions are based on the way
they are packed in the food stores e.g. cans, bottles, packets, boxes,
tins etc. By the use of equipment in stores and
According to the liquor in beverage stones.
PURCHASE DEPARTMENT
This is a non revenue producing area. This department is responsible for all
the commodities required for the hotel. Thus, it is a non revenue producing
area. It purchases the raw materials for the kitchen restaurants, housekeeping
etc.
On receiving the food purchases orders from the various departments of the
hotel, the purchase manner prepares a purchase indent and goes to the
market or contractors, orders the required items through indent. The
purchases of raw materials are done daily and weekly as required. Purchase
is done by obtaining proper receipts for the payment made. Windsor Manor
uses the par stock method for deciding the time of purchases.

RECEIVING
After the materials are ordered by the purchase department the supplier,
handling of the materials and checking, quality, quantity and the price is done
by the receiving department. This department situated near the back
entrance. Receiving department helps in assuring good quality items to the
stores in turn to various departments.
INTRODUCTION TO ENGINEERING & MAINTENANCE

INTRODUCTION
The engineering and maintenance department in Windsor holds great
importance because it maintains the smooth functioning of every department
within Windsor by maintaining its building, machinery, equipment etc. It
repairs and develops new techniques or methods to do work. It is mainly
responsible for back of the house activities and preventive maintenance of all
the items within the hotel. It is also responsible for the continuos supply of
water, electricity, ventilation, air-conditioning, refrigeration systems and
laundry and other services of the hotel and also maintaining & repairing its
equipment, furniture & fixtures. The main function of engineering involves
inspection, engineering, renovation and repairs.
INTRODUCTION TO THE SALES & MARKETING DEPARTMENT
INTRODUCTION:-
When it requires the cooperative effort of sales, advertising and public
relations, people to seek out good business prospects and develop them into
good customers, they are really ‘sold’ on the hotel unless they enjoy a quality
guest experience. Thus everyone is involved in the marketing function and it is
not done by the sales person alone. It involves the cooperation of a united staff,
working at every position in Windsor Manor.Marketing in Windsor integrates
such basic business functions as sales, advertising, public relations, promotions,
merchandising & pricing in order to produce the maximum profit. Markets are
identified by group current or potential customers, next the market is narrowed
into the particular segments. Windsor uses strategic marketing plan in
developing the appropriate marketing mix.With the help of a distinct marketing
focus and product segmentation, the Endeavour of the Windsor to position
itself as a premium hotel chain in fact paid rich dividends over the years.
Providing fully integrated service packages for its customers for group possesses
a strong marketing network spread across 20 locations in the country.
INTRODUCTION TO SECURITY/LOSS PREVENTION DEPARTMENT

INTRODUCTION
Security can be defined as the protection against sabotage or espionage. The
security department in Windsor hotel deals with overall security i.e. maintaining
peace and order and control of the hotel.
The security department plays an important role right from the entrance into the
hotel premises and to the leave of the hotel the guest and staff are scrutinized by
the security.

Security points in the hotels are:-

•Entrance gate and exit gate (back and front).
•Lobby guest entrance.
•On the floor day / night.
•Basement parking.
•Lobby bell desk.
 CONCLUSION/SUMMARY

ITC Hotel, The Windsor, The Luxury Collection is one of the best
hotels in the country. It comes under the prestigious “The
Luxury Collection” brand owned by the Starwood Group which
is one of the leaders of hospitality industry. The hotel follows
strict standards and procedures which I could observe and
learn. The hotel also follows the “Six Sigma” standards which
are followed by only the best companies, from which I could
learn and understand standard and qualities followed by The
Windsor.I was allowed to work in all the operational
departments of the hotel namely:-
•Housekeeping
•Food and Beverage Service
•Front Office
•Food and Beverage Production
THANK YOU