Hotel Niyaaz Project-10

Hotel Niyaaz, Belgaum

Project Report on Hotel Niyaaz

Introduction of Hotel Industry:-

We all know the fact that people need accumulation, food and drink

while away from their home. As transport and social need take developed

from orient civilization through modern times. So the industry has responded

to meet those needs. Towards the 18 century the number as the traveler is

created more rapidly through merchandised wagons as a form of transport

and the use of house carrying for the nobility. To eaten for this need, nature

of house of various design were constructed. These houses provide charge of

houses, accommodation, food and drink for travelers.

Hotel Industry in India:-

Report by Rahul Kalpatri

http://maps.google.co.in/maps?hl=en&source=hp&um=1&ie=UTF-8&q=hotel+niyaaz+belgaum&fb=1&gl=in&hq=hotel+niyaaz&hnear=belgaum&cid=0,0,15339782808442443904&ei=U3VJS4qtBMuHkQWz0uz8Ag&sa=X&oi=local_result&ct=image&resnum=1&ved=0CA8QnwIwAA


Consumer foodservice continues to see robust growth with India in

2008 being mostly unaffected by the effects of the global economic

slowdown, growth in consumer foodservice was robust. Most of chain

restaurants continued to see robust expansion. With purchasing power

rising over the review period, 2008 saw a robust increase in transaction

volumes as well as value sales. The expansion of chained brands into

smaller cities and towns as well as the growing demand for premium brands

across the major cities resulted in strong growth in restaurant business in

2008.

The hospitality sector contributes 5.8 per cent to India’s GDP ($1.17

trillion in 2007). The sector is set to touch $250 billion over the next 10

years.

Concept:-

The name ‘Hotel’ was derived from a Latin word called “Hospitium’s”.

The earlier hospitality involved accommodation these come to be known as

“bins” which booked after by in keeps. In Britain these were called

“Entertainment House”. As people began mostly from place to place the

hotel industry began growing. In New York “City Hotel” was the first hotel to

house an elevate thus the trend changed from on ordinary husband

establishment to a more organized booking system.

Present Trends:-

The trend is the industry in classification closely under the basis of

advancement in technology, marketing and sales, financial and the

development in food and cuisine trends. The hotel industry is now

concentrating as segmentation as the market by contain certain types as

customers which focuses as settle that enter exclusively for them, the

concept as budget is an upcoming one in India. The hotelier would like to

offer a reasonable amount of good facilities after condition price and



attention in a home away from home situation. Today the hotel includes in

making a reasonable program in both public and private sectors.

OBJECTIVE:-

The Objective is to study the total operational aspects of each department

and the present status of “Hotel Niyaaz”

SCOPE:-

The main objective as project is to analyze the report comes the entire

Spontaneous as a model hotel emphasizing on following area:-

a) Purpose, role and function as each department

b) Departmental hierarchy and inter department co-ordination

c) Key System and procedure adopted for different activities in each

department

METHODOLOGY:-

With evolution to study information is gathered from following sources.

A) Primary Source

B) Secondary Source

A) Primary Source:- The Primary data was collected during solution

traditional in various departments and the interview with hotel personnel.

B) Secondary Source:- The data was collected from several books, Journals,

Magazines, Newspaper brochures, internet, etc.



PURPOSE:-

Different hotels have different ways perform their operations. Hotel

industry is very service based industry and lot of variations is made as per

guest satisfaction. The purpose is to analyze the current status of the

restaurant and operations going under.

LIMITATIONS:-

Due to time lapse between collection of data and presentation

certain facts and signs might have unfurnished.

Related diversification of the establishment.

Belgaum (KARNATAKA)

Belgaum (Belagavi) is a city and a municipal corporation in Belgaum

District in the state of Karnataka, India. It is the fourth largest city of the

state of Karnataka, the first three being Bangalore, Mangalore and Mysore.

It is situated nearly 2,500 ft (762 m) above sea-level and is the headquarters

of Belgaum district, which borders the states of Maharashtra and Goa.

Belgaum is well known for its pleasant climate throughout the year. It

is at its coldest in winter (November through February), and experiences

continuous monsoon of medium intensity during July to September.

Belgaum is the commercial hub of north Karnataka. It is an important

location for vegetable trading, fish, wood & mining resource trading in north

Karnataka. The geographical location of the city is an advantage since it is

situated right in between Bangalore and Mumbai/Pune to support the major

automotive and aerospace companies. A 300 acre SEZ is being setup along

the Pune-Bangalore highway to cater to precision engineering requirements

of the global aerospace, automotive and industrial verticals. The



population of Belgaum shall be categorized into rural and urban so to

understand target market: Urban 1,012,691, Rural 3,201,814, and the average

age is 30+.

Adlabs Mall:- An International quality entertainment theatre. The

three stories

Adlabs Mall consisting of outlets on the ground floor, 1st floor and 2nd floor.

Adlabs mall shall be home to brands such as Levis, Woodland, Baskin Robins,

Reebok, furnishing etc.

JOURNEY OF HOTEL NIYAAZ

From past Two decades Hotel Niyaaz has been serving its customers with excellent service and delighting experience, When Niyaaz started its journey initially there was hardly any space to accommodate its customers at the time of full house, there were only basic decoration like tables and benches in the hotel.

But as the time passed the consistency in the service and taste made Niyaaz a popular name in Belgaum, People not only from city but also from



the other urban areas started to step-in into the hotel expecting the quality and service they have heard of, and no doubt they step-out with superfluous experience with the same quality and service in which Niyaaz has the proficiency.

In the year 1997 a gigantic stride was taken by Mr. Irshad Soudagar Managing Partner of Niyaaz Hotels by coming with a innovative concepts to upgrade the business not only in-house but also in making the Niyaaz hotel a well known brand around North Karnataka and near-by state borders like Goa and Maharashtra . Apart from conventional menus Niyaaz Hotels started to provide Multi cuisine menus, but with the same quality and service with utmost care and mollycoddle. New deluxe rooms were introduced by giving it a special look which attracted the high-end customers around Belgaum. Special trained waiters were appointed to serve these classes of customers. In deluxe section 10 table seating capacity been provided. To decorated this section high quality material been used with the same quality of food and swift service which is the aim of Niyaaz Hotels. People around Belgaum appreciated these concepts and within a short span of time Niyaaz Hotels became one of the recognized and well known Hotels.

Taking a journey of innovation Niyaaz Hotels started with Outdoor catering service with the name Seva Caters to serve its customers at their convenient place; its cliental is not only in Belgaum but also in Goa and Maharashtra.

Looking to its customer’s base and demand Niyaaz Hotels introduced a new concept called Meals on Wheels to serve its customers at their door step, this concept was highly appreciated and within a span of time it became so popular that it started to serve even remote located customers. Also take away system been introduced to serve its customers who are in real hurry and don’t have time to sit and have food.

All these activities were executed under an aluminum shed of only 2000sqft. But in 2007 a newly constructed building with all new facilities and technologies came into existence and there was a new-fangled experience was provided to the customers with the same ethnic taste and service in which Niyaaz Hotels is known for and has the proficiency for.



Management Hierarchy


MD

(Mr. Abdulsalam Soudagar)

Managing Partner

(Mr. Niyaaz Soudagar)

Managing Partner

(Mr. Irshad Soudagar)


At present Hotel Niyaaz is running its two (2) branches around

Belgaum city located in prime areas. Hotel Niyaaz is also diversified its

business by starting its own catering service with the name ‘SEVA CATERS’

which is also running successfully not only in Belgaum also in Goa and

Maharashtra.

HOTEL NIYAAZ DIVERSIFIED BUSINESSES



Departments in Hotel Niyaaz

There are seven (7) department in Hotel Niyaaz, each working in

coordination with each other to take up the work flow smoothly, there been

HOD’s appointed in each department to supervise in their departments. In

Hotel Niyaaz HOD’s of each department come together and plan for the day

in consent with the Management. Each HOD is responsible for any queries or

misplacement of any assets lying in his department.


Pick n Pack 2

Pick n Pack 1Meals on Wheels

Seva Caters

Take Away

Hotel Niyaaz


DEPARTMENT WISE STRUCTURE

Hotel Niyaaz


Hotel Niyaaz

Administrative Dept Stores

Accounts Dept Audit Dept IT Dept Inventory

Kitchen

Power & Maintenance Service

General

General Family

Darshini (Token)

A/C

Non A/C

Security Meals on Wheels


Address:- Opp market police station, old P.B road, Belgaum

(Karnataka) India.

Telephone:- 0831 - 2400133

E-Mail:- Contact @.com

Website:-

Ownership:-

Managing Director: Mr. Niyaaz Soudagar & Mr. Irshad Soudagar

Access: 05 kms from Railway Station, Opp. to bus stand

Location Advantage: Situated in heart of the city in Belgaum district

Maximum sitting capacity: - 300 covers

Restaurant :-Three (3) / Cuisine:- Multi Cuisine

Services: Meals On Wheels, Take Away, Table Service

Payment Mode:- Cash, Debit/Credit card

FRONT OFFICE DEPARTMENT

Introduction:-

The front office of a hotel is an operating unit and is the most suitable

department as the hotel and fundamental reasons for hotel existence. In

Hotel Niyaaz ‘Take Away department performs the duty of front office by

allocating one particular assistant to assist customers to log-in dine. The

time customer enters the hotel the desk assistant assist the customers by

directing them depending on their class of needs.



Basic activities of Desk assistant in ‘Hotel Niyaaz’

To greet and well come the customers.

To provide information to the customers.

To direct the customer towards the service area.

To maintain a record of foot falls.

To make a proper sitting arrangement while customer wait for take

away parcel.

To handover the parcel to the respective customer.

THE FRONT OFFICE IS DIVIDED INTO FOLLOWING SECTIONS (THE

HOTEL NIYAAZ):

There are nearly ten employees allotted in this section to render

service to the customers. Each staff is assigned to a specific work to avoid

confusion and delay. All the staff is trained to handle the queries of

customers, to supervise the front staff there always been an HOD to


Hotel Niyaaz

Help Desk Take Away section


communicate with other department and convey the queries the top

management of both the customers and internal employees.

Training and development:

The training and development programme is always the first and far

most priority in Hotel Niyaaz, here they believe the urge to learn and

development must come from within the employee, that is the worthwhile

utilization of the training the development programme given in the

organization. On a specific period the training and personality development

programme is held to uplift the motivation and moral of the employees.

HIERARCHY (TAKE AWAY DEPT)




Department Supervisor

Assistant

Supervisor

Order Taker Cashier

Dispatcher


CYCLE FOR TAKE AWAY PROCEDURE

Qualities and attributes as front office Asst.:

Qualities:-


CUSTOMER ENTERS AND

ORDER A DISH (MENU)

ORDER TAKER PASS THE ORDER &

GENERATE KOT (KITCHEN&CUS)

TOMER)

THE KOT GIVEN TO CUST NEED TO CONVERTED TO CASH PAID

RECEIPT

THE GENERATED

KOT IS PASSED TO KITCHEN

FOR PROCESS

THE PROCESSED

ORDER IS SHIFTED TO

DISPATCH SEC

DISPATCH SEC HAND IT OVER

TO CUST ON RECEIPT OF CASH PAID

TOKEN


1) Sales Man:- They motivates the guest to spread more as the hotel

facilities.

2) Problems Solvers:- Guest in variably approach Front Office for the help in

case they hence problem or a complaint. A staff has to be diplomats and

resources to solve the problem at the shortest possible time.

3) Reference Point:- Guest into wants information or wants to pass all

information use front office for this purpose.

4) Co-Ordination:- Since they are reference point the F.O Asst. are request to

co-ordinate with other departments.

5) Image Building:- as on extension to these solve role F.O staff can definitely

generate a good image for the establishment in their manner of dressed,

communicates personnel conduct and efficiency.

Attributes:

1) Personal Growing:- They should have high sense as personnel growing,

uniform should be neat and cleanly presses. Hair should be well groomed. It

is presumable for to tie and hair up in a bus. Nail should be manipulates.

2) Personal Hygiene:- This is important to F.O Personal as there are

constantly expose to the hotel guest clean appearance help to object guest

image not only for themselves but for the Hotel as well.

3) Communication Skill:- It must be correct and clear. It is perforate that

F.o no more than one language it helps is communication with guest who

does not understand or cannot speak local language.

4) Quick Decision maintains ability:- Guest after approach the F.O with

problems and request. F.O staff must be able to decide quickly a course as

action that satisfactory the guest and at the same time keeping the interest

of the Hotel online.

Duties and Responsibilities of staff in the Hotel Niyaaz:



Front Office Manager (Take Away):-

1) Allocation of duties to the subordinates

2) Keeping the counter clean and not chaotic

3) Keeping an fair number of man power in the counter eg: Assts etc,.

4) Welcoming the guests

5) Resolve guest problem quickly, efficiently and curiously.

6) Maintain working relationship and communication with all

departments.

There is no specific department called as front office staff in Hotel Niyaaz

but the Take Away section itself performs all the duties and responsibilities

of the front office.

Duties and responsibilities of Take Away section

As shown in the above cycle Take Away section handles all the queries

of customers who are in hurry and have no time to sit and have food,

the time between the orders taken to order dispatched is maintained in

Hotel Niyaaz.

1. To generate the order into KOT

2. To pass the KOT to kitchen and other to the customer to convert

it into paid receipt

3. To make customer comfortable until the order is dispatched

4. To maintain the link between the kitchen and all sub sections

5. To maintain the records.

Front Office/Take Away section Equipments:-

1) Computers

2) Printers

4) Stationary items (Pen, papers, packing bags, etc,).

5) Cash register

6) CC TV



7) Telephone

STORE DEPARTMENT

The most expense generating corner of the hotel business is store

department, because the materials used to process food is purchased and

stored in the store department. Handful amount of money is spent in

purchase of raw materials and the equipments to store those materials.

The correct temperature ventilation and humidity must be maintained

for all stock. The main idea of storing food is to ensure that and adequate

supply of food for immediate needs as the establishments is available are

stored for different period of time and at different temperature to pressure

their whole sameness till requires for preparation and service. Food store in

the Hotel Niyaaz is situated at easy accessible area, which is convenient for

staff as well as suppliers.

There are 2 type of storage:-

1) Dry storage for non perishable commodities like cereals, pulses sugar,

legumes, rice, spices, conned food, fats and oils.

2) Low temperature storage for semi perishable and perishable food.

3) Stores:- (Supply of Raw materials) Requisition slips are sent to stores

indicate the amount to be issued. This is done in coordination with the store

issuing the items the person in receipt of goods is responsible for this safe

transfer to kitchen.

In Hotel Niyaaz store department is located in basement and occupies

an area of 600 sqft, where it is equipped with all current technologies to

store and shift the materials to their respective locations/departments. The



advantage in basement is the natural temperature is maintained and the

cost of storing the perishable materials is minimized.

Store department is directly linked with inventory department and

kitchen, so there is a good communication maintained between the

supervisors of each department. Token system if followed over here,

whereas the required material by the kitchen is sent through a token to the

inventory and later the inventory department checks the material availability

in the inventory and if the material is not in stock then the token is prepared

in requirement of materials and sent to the stores department.

Checking the availability of the stock the store manager prepares and

issue challen and records the vacant material into the register and in the

MMS (Material Management System).

There is no specific time followed to purchase the vacant materials, on

a required basis the purchase is made and recorded in the MMS and register.



Hierarchy in store department

Duties and responsibilities of Store manager:

1. To keep an record of the stock purchased and stock issued

2. To check the stocks while purchasing in case of any damages

3. In case of any damages, appropriate action must be taken in consent

with the concerned personnel

4. To keep the store clean and hygienic to avoid any damages

5. To stay communicate with the inventory department & kitchen

6. To implement any of these concept based on the requirement (LIFO,

HIFO, or FIFO)

7. To minimize the variable cost occurring on his department

8. To uplift the confidence of the staff and motivate them to work.

Equipment used in stores:

1. Refrigerators 3


Store managerStore manager

Store keeperStore keeper Assts.Assts. HelpersHelpers

Asst. SupervisorAsst. Supervisor Computer operatorComputer operator


2. Weigh machines 4 (Electronic)

3. Computer 1

4. Stand 3

5. Telephone 1

6. Packing machine 1

Register maintained in store department

Purchase order

Food and beverage indent form

General order

Log book

Stock taking register

Stock book

Invoice book

Requisition form file

Receiving:-

Daily receiving register

Delivery form record

Inventory and Kitchen Department

Kitchen plays a vital role in restaurant business, because it is a place

where food been processed and delivered to the end customer after adding

numerous frills. Utmost care is taken to keep the kitchen clean and hygienic

so that the food processed be safe from any unhygienic factors. Kitchen is

the lay where most the equipments are used to process the raw materials

into finished one.

In Hotel Niyaaz Kitchen been located in such a location where it is

connected to each of service areas like General, A/c and Non-AC section to



facilitate the flow of supply and cutoff the time taken to take the order and to

deliver the same to the customers. There is continues communication

between kitchen and other front and back-office departments to facilitate the

whole process.

The process followed by kitchen supervisor in Hotel Niyaaz is simple

and easy to understand. First the day plan been made, writing down all the

requirements of the day, then the inventory been checked for any stock

retained by previous day, considering that stock remaining required material

been put on the requisition sheet and sent to the stores

KITCHEN ORGANIZATION:-

Refers to how people work within the kitchen food slow. Essential

organization is

critical to any business.

Executive Supervisor:-

His work into…………

1) Organize the kitchen

2) Compiles the mess

3) Order the food stuff

4) Show the required persist

5) To engage the staff

6) To supervise the kitchen

PRINCIPLES OF FOOD PRODUCTION:-

1) Planning of work and its distribution

2) Minimum time lapse between proportion and service

3) Adhesive to standards

4) Proper storage and recycling of food

Production Flow Chart in Niyaaz Hotel:-



Process followed by kitchen section


Main

Planning

Purchasin

g

Stewardin

g

Storing

Processin

g

Preparing

Issuing

Cooking

Serving


KITCHEN LAYOUT OF NIYAAZ HOTEL BELGAUM:-

The layout of commercial kitchen must be planned around and efficient

and systematic flow of goods from receipt of goods where a kitchen is built it

is designed to achieve a maximum efficiency of time and labor.


Day

planning

Issuing the requisition

sheet to the stores

Processing the food

After receiving the items, distributing them on the preference basis

Preparing requisition sheet for

required items

Dispatch of processed food

on receipt of KOT


DUTIES AND RESPONSIBILITIES OF HOD (KITCHEN)

1. Selecting the menu items, taking into account the past popular dishes

2. Ability to reuse any food which been not used in the previous day

3. Estimating the requirements of raw materials

4. Communicating the same with the store department to purchase

5. To inspect the material quality (fresh meat, poultry, fish, fruits,

vegetables

KITCHEN EQUIPMENT:-

Kitchen equipments and food are necessary to enable various and

specialized task to be performed smoothly in a specific period times.

Therefore it’s important to have knowledge of care and upkeep of kitchen

equipment. While selectively a piece of equipment certain factors have to be

kept in mind which are as follows:-

1. Construction of equipment

2. Capacity

3. Price of equipment

4. No. of use of equipment

5. Noise caused by equipment

6. Drainage system

7. Availability of spare parts

8. Fuel supply

9. Maintenance of equipments

10. Weight in relation of movement and capacity of kitchen.



11. Easy to use

12. Over all size in relation to space and work floor.

13. Time construction

KITCHEN EQUIPMENT IN NIYAAZ HOTEL, BELGAUM

There are lot of large and small size of equipments are used in kitchen

(Hotel Niyaaz), following are as follows.

1) Large Equipments:-

A)Heat Generating:-

1. Three in one stove

2. Traditional cooking fragment

B)Cooling equipments:-

1. Water coolers

2. Refrigerators

3. Ice-making machines

2) Small and Auxiliary Equipments:

1. Plate knifes

2. Chef knifes

3. Steel knives

4. Choppers

5. Aluminum utensils

6. Chopper utensils

7. Stainless steel utensils

2) Mechanical Equipments:-



1. Dish washing equipment

2. Sealing machine

3. Choppers

4. Mixer, grinder, beater

5. Kima grinder

3) Storage Equipments:-

Pot rack

Storage racks.

Register maintained in Kitchen:-

Standard Receipt

Kitchen order ticket

Stock inventory report

Log book

Store requisition report

Daily inventory report

Standard purchase specification

Food cost control report

Service section

In Hotel Niyaaz there are mainly three (3) service areas to serve

customers.

1. General



Darshini

General

General Family

2. Non A/C (Deluxe)

3. A/C

GENERAL

This section is handled by the manager who is responsible for the

upkeep of this service area. In Hotel Niyaaz the general section is

located just to the entrance to get an easy accessibility to the

customers. The sitting arrangement is been made such a way that the

section is capable to accommodate the customers even in full house,

without the chaos.

Sitting capacity

Darshini - (Accommodate-78)

This section is introduced to serve those class of customers

who are large in numbers and most of them are frequent

travelers and in rush to have food and get back soon.

The system followed here is very simple, as soon as the

customer enters the hotel he need to give a food order and

in exchange of bill amount he need to collect the token,

and the same must be given to the waiter in exchange of

food ordered. This system is implemented to have a

systematic flow of crowd.

Process



General - (Accommodate-70)

This section is one of the traditional one where most of the

people come sit and have food, there is no such procedure

followed as in the Darshini section (token system), this is

because of the number of people step-in. In Hotel Niyaaz

General section is also maintained by the manager who is

responsible for the Darshini and general family section.

General family - (Accommodate-38)

This section is located by the entrance of the hotel, having

the capacity to accommodate 38 people in full house. The

coordination between this section and other two section is

very smooth, and the allocation of the manpower between

these section is done diligently.

Deluxe


Customer enters restaurant

Orders the food

Exchange money with token

Exchange token with food


This section is the most step-in section in Hotel Niyaaz. The service

provided in this section is the same what is provided in other sections but

the procedure or system what is followed in the general section as Darshini

is not been followed here, and there are waiters (server) are been assigned

to the specific tables and only those specific servers are authorized to attain

the customers who occupy those seats. The ambience provided to this

particular section is so stimulating towards the kitchen and the food cooked

in Hotel Niyaaz, that the customer will come to know what utmost care is

taken to prepare the ordered food. This is all done by hanging some of the

animated photo frames on the walls showing the animation gestures to

prepare food etc,. This also helps the management to keep the customer

busy in having an glance on those photos, so that if any delay take place

that can be covered in that time taken by customer to view those pictures.

The customers in this section are provided with separate wash rooms

to fresh-n-up, and been also provided with waiting space in case of any

delay or no convenient space to sit at the time of full house. There are

nearly eight (8) fans to spread fresh air and to make customers feel like

home.

In Hotel Niyaaz the manager assigned to this deluxe section is the one

who also handles the A/C section; this is done because of the size of these

sections. But the server and the asst. servers are separate to deluxe and a/c

section to facilitate the flow of customers.

A/C



This section is most talked in Hotel Niyaaz because of its look and

service provided in here, this section is specially introduced to attract those

class of customers who were early untapped because of the specific category

was not introduced in Hotel Niyaaz. To attract this category of people this

section is equipped with high-end air-conditioners and special trained servers

with full dress code, who been trained to attain these class of customers. In

Belgaum there is no hotel especially in non-veg category which is enabled

with such sort of specific space provided to accommodate high-end

customers. To accommodate the customers there is every sort of table

depending upon the size of family step-in into this section. The ambience

given to this section is so invigorating that the customer feels like home,

there are no high light or bright colors used to decorate this section, the light

and colors used are very light in looks and really have an impact on

customers mind to gain clam and fresh. The materials employed to decorate

this section is of high quality and been manufacture by one of the finest

carpenters around the city of Belgaum.

This section can easily accommodate around 60 customers in full

house, without any chaos and misplacement; to monitor such misplacement

the management has installed CCTV’s around the restaurants to monitor any

uncertain incidents. But there is no such camera in A/C section because

Hotel Niyaaz respects the privacy of the customers.

Hierarchy in service area



Duties and responsibility of the service manager

1. Food service managers are responsible for the daily operations of

restaurants and other establishments that prepare and serve

meals to customers.

2. Coordinating activities among various departments, such as

kitchen, dining room, food service managers ensure that

customers are satisfied with their dining experience.

3. In addition, they oversee the equipment and supplies and

arrange for the routine maintenance and upkeep of the

restaurant's equipment and facilities.


Manager’s

(General, Deluxe & A/C)

Captain

Line Manager

Waiters

Asst. Waiters

Utility

House Keeping


4. Managers are generally responsible for all administrative and

human- resource functions of the business, including recruiting

new employees and monitoring employee performance and

training.

5. Managers oversee the training of new employees and explain the

establishment's policies and practices.

6. They schedule work hours, making sure that enough workers are

present to cover each shift. If employees are unable to work,

managers may have to call in alternates to cover for them or fill

in themselves.

Housekeeping department

The housekeeping department is the most vital part of any

organization either for restaurant or any organization for that matters. It

upkeeps the organizations flow of work, which could be interrupted by any of

the un-maintained section. Housekeeping department maintain the

organization by keeping the organization clean and uphold the working

atmosphere.

In Hotel Niyaaz this department is operationally linked to the service

section (Manager Affil), it is the duty of the manager to look after the

cleaning and maintenance of each department especially the service areas.



The duty allocation to the housekeeping staff is assigned by the manager

himself.

There are mainly two (2) categories made in housekeeping staff:

1. Floor area

2. Public area

Floor area:

This area refers to those which come under service area and other

departments which are inter-connected to each other. There is a shift

procedure followed by the housekeeping department so that no

misplacement should take place and there shall be a continuous work going

on of up keeping the toil of maintenance throughout the other departments.

In morning the housekeeping staff cleans the entire restaurant

including all the departments and other areas of restaurants. The duty of

floor area housekeeping staff is to maintain the service area clean and

hygienic.

Kitchens area cleaning procedure

The kitchen area floor is thoroughly cleaned several times during the day. It

is usually dust before and after of Initial timings. First the kitchen is sprinkled

by soap solution. This spread the entire floor with a scrubber. The floor is the

out mopped and subsequently dry mopped. At night all worth areas in the

kitchens are thoroughly cleaned and disinfected. Like wise each and every

department is taken into consideration.

Public area:

This section of housekeeping staff is mainly there to keep the area

clean where most of the crowd pass through, this section of staff is always in

the action in Hotel Niyaaz for every 20 minutes not less then four (4) staff

from housekeeping starts cleaning the floor, this sort of maintenance is no

where seen in any other restaurants in entire Belgaum.



The supervisor must supervise these following daily obligations

1) Daily supervision of cleaning public areas

2) Allocation of duties for public area as cleaning to the house men in various

shifts and areas.

3) Making maintenance complaints and follow up

4) Planning periodic cleaning schedule

5) Coordinating with contract cleaners if any

6) Check and control equipment like vacuum cleaner and other machines

etc,.

7) Making maintenance job list and follow ups

8) Responsible for equipments used in floor cleaning

9) Maintain records on cleaning supplies equipments and function etc,.

Power and Maintenance Department

It could be wrong to assume that the engineering and maintenance

department is as little significance in a hotel. This is because certain critical

area such as plant, machinery, electricity of all departments need to upkeep.

The maintenance of restaurant by up keeping all the machineries and

equipments updated and taking care of all the minor and major repairs

occurring often is taken into consideration by Power and maintenance

department. In Hotel Niyaaz this department is handled by the department

head who is responsible for upkeep of all the equipments, this department

also take care of any minor renovation or construction of any department.

The department is responsible for easy flow of work around the restaurants.

P&M department is also responsible for two another branches of Hotel Niyaaz

which falls within 0.5 km radius in Belgaum city itself, any minor or major



problems occurs is first communicated to this department after the

supervision of this department itself the course of action is decided and later

it is communicated to the top level management and the decision is taken as

how to rectify the problem occurred.

Purchase of tools which are necessary for the maintenance of other

equipments are first communicated to the top management and thereafter

been decided to purchase. In Hotel Niyaaz P&M department is linked with all

other departments for the smooth flow of work without any interruptions.

This department also keeps a regular check of major equipments like

refrigerators, generators, electric panels and other machineries which are

very important parts to run the restaurants apart from manpower.

Duties and responsibilities of the maintenance department

To upkeep the utilities

Responsible for upkeep of departmental equipments and public

areas

Responsible for power, water, A/C etc,.

Regular checking of major equipments like refrigerators,

generators, and other major machineries.

Purchase of equipments if necessary.

Human Resource Department

In any organization Human resource department plays a vital role in

building the efficient manpower by training and motivating them, and also

discovering their inherent skills, knowledge and experience. Human

resource is a strategic approach to marshalling, managing and maintaining

the human capital needed to maximize organizational performance.



Human resources should be valued by estimating their contribution to

the total economic value of the firm. Thus a firm’s forecasted future

earnings are discounted to determine the firm’s present value, and a

portion of these earnings is allocated to human resources according to

their contribution.

Importance of HRD

• Reservoir of talent

• Prepare people for future

• Expand or contract

• Cut costs

• Succession planning.

Duties and responsibilities of HRD

Appointment and Remuneration

Induction

Performance appraisal

Training & development

Payrolls

Man Power Planning

Company plan

Functions of HRD:

1) To give the employees an understanding of the job and responsibilities

2) Appraisal their performance

3) Recruitment and placement of staff and also the discipline maintenance

as staff while at work.

4) Solving problems and guidelines of staff handling transfer promotion and

dismissal of staff.



Security Department

In a hotel the security departments is responsible for the safety as its

resident by maintaining law and orders in the hotel. It protects the property

products assets, reputation. In other words, security is defined as those as

will to promote a state as will being relation to an establishment to protect

lies and property and to minimize the risk of man made disasters and crime.

In Hotel Niyaaz security department is outsourced to private security

agency which holds the responsibility of providing the sufficient manpower to

securitize the hotel premises.

Duties and responsibilities of security department

To guard the entrance gate of the hotel

To oversee the crowd and manage the vehicle parking in the hotel

premises

To maintain the daily attendance register

To check the incoming materials

To ensure the outgoing stock

To ensure that no outer person is allowed by the back gate.

ENTRY & EXIT

The entry and exit of all items as well as people only to be through the

security entrance. All the things are checked by the security and then

allowed to be taken inside.

Following areas require security:-

1) Entrance

2) Public area

3) Back gate



Accounts and Audit department

The basic objective of Accounts Department is to keep records of

financial transactions in an accurate, transparent and time-bound manner.

Accounts Department is also responsible for preparing accounts of the

departments on monthly basis and yearly basis which are also placed before

the organization in its meeting. The mission of preparation of monthly

accounts is to enable one to know the financial position of the organization

on a particular date.

The Accounting Department is a staff department that supports all

other departments in the hotel with regard to accounting procedures and

hotel operations. It works with these departments to provide services and

information that will assist them in operating their departments on a daily

basis.

Accountants: - help to ensure that firms are run efficiently, public records

kept accurately, and taxes paid properly and on time. They analyze and

communicate financial information to the organization and local

governments. Beyond carrying out the fundamental tasks of the occupation

—providing information to organization by preparing, analyzing, and

verifying financial documents—many accountants also offer budget analysis,

financial and investment planning, and limited legal services.

Internal auditors: - verify the effectiveness of their organization's internal

controls and check for mismanagement, waste, or fraud. They examine and

evaluate their firms' financial and information systems, management

procedures, and internal controls to ensure that records are accurate and

controls are adequate. They also review organization operations, evaluating

their efficiency, effectiveness, and government regulations.



In Hotel Niyaaz the accounts department is handled by only one

department head, though there are no assistant to assist him in his work that

is because of the flow of work involved in the hotel accounting process. He

is responsible for the issue of cheque to the vendors and creditors; he is

directly in commutation with the management. In Hotel Niyaaz

Duties and responsibilities of accounts & audit department

To record/get recorded initial entries of all financial transactions in the initial books of record and to ensure their proper maintenance.

Preparation and submission of monthly Accounts.

To prepare and submit the annual accounts of the organization.

To control the budgets and maintain the Accounts books of records for budgetary control.

To assist Audit Party during the annual audit by Auditors

To maintain and keep updated all the subsidiary books/registers of accounts viz – property register, stock register, inventory register, and other related records/registers.

To pass all the bills of expenditure after proper scrutiny and exercising all the checks.

To check all the transactions of the organization vis-à-vis regularity and propriety.

Any other work specially assigned by the organization or the higher authorities.

Accounts payable

Accounts receivable

Budgeting and forecasting



VARIOUS SHIFTS AT NIYAAZ HOTEL, BELGAUM

There are various shift system followed at Hotel Niyaaz depending on

the departments and service areas. There is basically two shifts are followed

they are as follows.

Service area

First shift- 9:00am to 7:00pm

Second shift- 4:00pm to 2:00am

Kitchen

First shift – 11:00am to 4:00pm

Second shift – 8:00pm to 2:00am

In Hotel Niyaaz there will be continues work will be going on even after

the restaurant is closed for the day, the back hand operations will be in

action the next day food ingredients production like spices, curd, butter and

many other ingredients which are used in the food preparation. The staff

allocated to this process is specifically assigned for the preparation of these

products; the process will be in action for the whole night.

Meals on Wheels



This was one of the unique concept introduced from the house of Hotel

Niyaaz, taking into consideration the immense demand by the customers.

This concept was started to render service to those class of customers who

are unable to actually come sit and have food in the restaurant that may be

cause of the time constraint or any personal dilemma. The time it was

introduced it was the only one in its own to provide service to the remote

areas where customers were residing.

Initially it was started with very less man power and vehicles but later

looking up to it enormous demand, management thought to increase the

manpower and vehicles and now the situation has arisen to such an extent

that there are ten (10) vehicles to support the transportation and nearly

fifteen (15) employees working late night to bestow the customer’s order

with the same energy and smile.

In Meals on Wheels the customer’s satisfaction is prime motto, and to

prove this customer complaints are taken into consideration and it is solved

within the span of time. A chart system is followed to make a record for any

customer complaints and compliments

Cyclic procedure followed to meet customer complaints




Customer complaints

Registered in the book

Interaction between staff and customer

Analyzing the root cause

Identifying the staff who is responsible

Staff sent to the customer with flowers or customized delivery

Customers call back with contented

tone


There is no organization without flaws and problems, so during the my

project there were some flaws which I encountered and I suggest the

management to take action in this regards

1. There is no specific accountability for the equipments used in service

area and most of the service ancillary utensils are shifted to other

service departments in case of shortage without the concern of

managers, this cause the misplacement of utensils.

Solution:- If possible there must be some mark or sign mentioned on

the utensils which shall specify to which department it allotted to.

2. At the time when housekeeping staff starts the process of cleaning the

public area there is no proper care taken in case of wet floor, it could

cause a major accident.

Solution:- There should be some sign board be shown at the time of

cleaning pubic area, so that guest coming inn will be aware of the

process.

Declaration

The project I have prepared lists all the operational departments as the

“NIYAAZ



HOTEL”, BELGAUM where I undertook the live project. I have made an

attempt to compile the various information of different departments and also

tried to show how the processes take place in each department at the best of

my knowledge, I had seen in the hotel.

The project has particularly explained the various function and

procedures as different department at the NIYAAZ HOTEL. The Niyaaz Hotel,

Belgaum is running, reasonably well and has a good share of business in

entire Belgaum city and around borders of Karnataka. Niyaaz being one of

the leading hotels around Belgaum should be aware as the latest trends and

should set example for other hotels. The area which where important and

emphasized were:-

1) The purpose and systems of each department

2) The department hierarchy

3) The various components of the department

The main objective as this study was to analyze the system, procedures

functions and the operative aspect of the departments of Niyaaz Hotel. Thus

an in-depth study of this nature into an organizational structure helps to gain

knowledge and gives an insight into the working of this complex, yet highly

professional and profitable establishment called a “Hotel Niyaaz”.

Dated: (Rahul Kalpatri)

Place: Belgaum (Karnataka)


Hotel Niyaaz Project-10

Documents