ACKNOWLEDGEMENT I am very thankful to SR.DR.FLOWER KOMMATAM, Principal, T. John College, Bangalore for her courteous support for completion of this project. I extend my sincere thanks to MR. N. SURESH, HOD, Department of Hotel Management for his moral support during the course of my project. I am greatly thankful to MR. SATISH KHALKO for his valuable guidance throughout the course of my project. I also thank Mr. Daniel (training manager) and all staffs of the hotel who directly or indirectly helped me in completing the project with their suggestions. Finally, I thank all of my friends for their sincere assistance when needed during the period of my project. T JOHN COLLEGE 2009 1
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ACKNOWLEDGEMENT
I am very thankful to SR.DR.FLOWER KOMMATAM, Principal, T. John College,
Bangalore for her courteous support for completion of this project.
I extend my sincere thanks to MR. N. SURESH, HOD, Department of Hotel
Management for his moral support during the course of my project.
I am greatly thankful to MR. SATISH KHALKO for his valuable guidance throughout
the course of my project.
I also thank Mr. Daniel (training manager) and all staffs of the hotel who directly or
indirectly helped me in completing the project with their suggestions.
Finally, I thank all of my friends for their sincere assistance when needed during the
period of my project.
SACHINRADAKRISHNAN
REG NO: 06RWCO7068
T JOHN COLLEGE 20091
SYNOPSIS
This project has been done to fulfill the requirements of Bangalore University for
completion of 6th Semester BHM.
I was trained in “MASCOT HOTEL”, Trivandrum, (Kerala).. The project is based
on all that I learned there in the course of six months. It outlines the different
departments of the Hotel and the way things work there including a set of standards
procedures.
Following are the four operational departments, where I have done my training:-
Front Office
House keeping
Food and Beverage Production
Food and Beverage Service.
The different problems faced along with the proposed solutions for the departments
are also put down.
This project helped me to put down the entire training experience in Black and White.
It also helped me to put the training experience in particular to understand the extent
to which I learned about total operations during my six months training.
T JOHN COLLEGE 20092
DECLARATION
I, SACHINRADAKRISHNAN, hereby declare that this project titled
“OPERATIONAL ASPECTS OF “MASCOT HOTEL”, Trivandrum, (Kerala). is
based on the original project study conducted by me, under the guidance of MR.
SATISH KHALKO.
This has not been submitted earlier for the award of any other degree by Bangalore
University or any other university.
Bangalore SACHINRADAKRISHNAN
Date: ___________________
T JOHN COLLEGE 20093
CERTIFICATE BY THE GUIDE
This is to certify that this project report titled “OPERATIONAL ASPECTS OF
“MASCOT HOTEL”, Trivandrum, (Kerala). is based on an original project study
conducted by SACHINRADAKRISHNAN under my guidance.
This has not formed the basis for the award of any other degree by Bangalore
University or any other universities.
Bangalore MR. SATISH KHALKO
Date:
T JOHN COLLEGE 20094
CERTIFICATE FROM THE INSTITUTION
This to certify that this project titled “OPERATIONAL ASPECTS OF “MASCOT
HOTEL”, Trivandrum, (Kerala). is based on an original project study conducted by
SACHINRADAKRISHNAN under the guidance of MR. SATISH KHALKO.
This project is based on original research and has not formed the basis of the award of
any other degree by Bangalore University or any other university
MR. N. SURESH SR.DR.FLOWER KOMMATAM
H.O.D. Principal
Date: Date:
T JOHN COLLEGE 20095
CONTENTS
Chapter – 1 Introduction
Chapter – 2 Research Design
Chapter – 3: Profile of the Place
Chapter – 4 Profile of the Hotel
Chapter – 5 Detail Operations of the departments
Front Office.
House Keeping.
Food & Beverage service.
Food & Beverage Production
Chapter – 6: Operational Problems Observed and Solutions
Chapter – 7 Conclusion.
Chapter – 8 Bibliography.
List of Annexure.
T JOHN COLLEGE 20096
T JOHN COLLEGE 20097
Introduction to Tourism
outside the places where they normally live and work and their activities during the
Tourism is the temporary short-term movement of people to destination stay at these
destinations; it includes movement for all purposes, as well as day visit or excursion.
Tourism may also be defined in terms of particulars activities selected by choice and
undertaken outside the home environment. The distinct elements of tourism are
involved of travel by non-resident, temporary stay in the area visited, and the stay not
connected with any remunerated activity. Tourism is, therefore a composite
phenomenon which embraces the incident of a mobile population of travellers who
are strengths to the places they visit it is essentially a pleasure and recreational
activity in which money earned in one’s normal domicile is spent in the place visited.
Tourism the phenomenon of today is from a simple travel of yesteryears. This has
become a high compels activity encompassing a wide range of relationships .Thus
tourism can be considered to be a movement of people away from their normal place
of residence. It is estimated that in 1990 these were over four hundred million
international tourist arrivals throughout the world. These tourists spend billions of
money in the countries visited during their travel. From the time a decision is taken to
visit a particular place for the purpose of tourism and travel actually undertaken, till
the time a tourist returns home, a wide range of activities taken place, all these
activities undertaken by the millions of tourist around the world in given period of
time may be described as tourism.
Modern tourism has had spectaculars growth especially since World war II. From
25.3 million international tourist arrivals in the year 1950, the figure went up to over
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380 million in the year 1988. According to the most recent estimates produced by the
World Tourism Organisation, the international tourist arrivals in 1998 are expected to
a total 630 millions. Which economic and political conditions may continue to
fluctuate through out the world, there is every reason to believe that more and more
peoples throughout the world will continue to travel. Tourism has become an
irreversible fact in most parts of the world, and the expected upturn in over all
economic growth together with success in stabilising prices is likely to promote
further increases in international tourism demand.
The rapid pace, at which tourism has expanded over the decades, clearly indicates the
importance of this sector of activity not only from the economic point of views, but as
an essential need of people anywhere. The economic advantages of tourism have been
recognized all over the world and the countries promoting tourism know fully well
now this activity benefits the over all economy of a country. Recognising the fact of
economic importance, various countries are spending huge sums of money to develop
infrastructure and other facilities with a view to attracting more and more tourists to
their countries and thereby getting their share from this sector of economy. The
developed countries of Europe, North America and Canada are the ones which are
major receiving areas for international tourism and are, therefore, the principal
receivers of economic advantage.
However, as result the constant growth of tourism to the developed countries are also
getting a considerable share of the international tourist markets. The major economic
advantages of these countries are in terms of foreign exchange earnings which help
them in taking care of the balance of payment of account.
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Rapid pace in the expansion of international tourism is a result of the availability of
increasing leisure time, higher standard of living, technological advance
transportation system and communications, emergence of the new patterns in the
world tourist flows as result of psychological and socio- economic factors related to
purchasing power and the efforts by various countries in the area of marketing and
promotion of their tourist products. Tourism today is a great phenomenon involving
expenditure of billions of dollars. The scientific measurement of this great
phenomenon assures great importance in view of the fact that the countries benefiting
from this activity need to know how this is affecting their economy. The measurement
of tourism also helps countries in their efforts in planning and marketing the product.
Tourism is the fastest growing industry in the world. It is also one of the world’s most
competitive industries. This competition is increasing as more countries seek to attract
tourist and more companies and organization become involved in the highly skilled
business of transporting, accommodation and catering for tourist. Tourism needs to
marketed, just as any other product, indeed more so, because it is an industry in which
the customer still has immense variety of choice. There are a number of destinations
competing with each other to get a bigger and bigger share of the market like most
innovations, marketing has been gradually adopted by increasing the number of
enterprises mainly in the fields of consumer product with diverse ideas developed as
to what it should embrace and how its principles should be implemented. In the last
few established management process and practice in moat industries.
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The hotel and tourism industry has always a much neglected industry in India. It was
only in March 1958 that a separate Tourism Department was crated within the
Ministry of tourism to deal with all the matters pertaining the tourism. To begin with,
the government spent large sums for tourism growth. As the decades passed by
increase in the recipes of the hotel. Catering industry became major components of
the total tourism receipts. Moving down to 1970’s and especially the late 1980’s and
1990’s the hotel in the metro either have made excellent progress due to give a much
needed boost to this Fledgling industry.
Following is the list rising figures of total tourism earnings over the year.
Years Earnings (Rs. In Crores)
1993 6,141.81
1994 7,10,53
1995 8,640.02
1996 10,059.42
The government role in helping to boost the tourism industry cannot be underplayed.
It is in this respect that the union budget seems really practical and who therefore
welcomed by everyone in the hospitality industry. The salient features of this budget
were as follows:
Review of the urban land ceiling Act.
Custom duty reduced to 25 percent on specified food items.
Income tax exemption on half of the profits earned, through foreign exchange
in the north with Thiruvananthapuram in the south, passes through two tunnels in the
hills. The Janardhana Swamy Temple here attracts many devotees.
Sree padmanabha swamy temple
The temple is located inside the East Fort. Dedicated to
Lord Vishnu, the temple is a blend of Kerala and
Dravidian styles of architecture. it is known for its
mural painting sand stone carvings, one among the 108
sacred Vishnu temples in India, the presiding deity in here is Lord Vishnu recling on
Anantha the Serpent. The temple must see spot and also is the cause of the citys name.
It was built in 1733 a.d., and the deity is Lord Padmanabha. Trivandrum tourism.
Kazhakuttom Mahadeva Temple
Located on the eastern side of NH 47 at a distance of 18 km north of Trivandrum. The
name of the temple seems to have emerged from the progenitor of the temple,
Kalakkoth maharishi (sage). The temple is now being managed by the Travancore
Devaswom Board. Archaeologists have assigned a date of 9th century to the sthanaka
murti of Vishnu in the sub- shrine located in the north east corner of the campus.
Trivandrum tourism.
Padmanabhapuram Palace : 54 kms from Trivandrum, the magnificent place of the
16th century Travancore rulers is a place of beauty for any lover of art and
architecture. The interiors are replete with rose wood carvings and sculptures. Once a
home to the family of Travancors, it best exemplifies the wooden architecture of
Kerala. The exquisite murals, floral carvings, and the granite floors has passed the test
of time. Some of the fascinating 18th century murals are shown on the puja room
placed on the upper floor of the palace. Trivandrum tourism.
Museum
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Built in the 19th century, the Indo - Saracenic structure boasts a "natural" air
conditioning system and houses a rare collection of
archaeological and historic artifacts, bronze idols,
ancient ornaments, a temple chariot and ivory
carvings. Trivandrum tourism.
The Zoological Park
Open 1000 -1700 hrs. Closed on MondaysOne of the first zoos in India, it is
located in a well-planned botanical garden. With huge trees like frangipani and
jacaranda dotting the sprawling lawns and wild fowl swimming in the lake, it is like a
small jungle in the heart of the city. A reptile house with different species of snakes is
also located in the premises
T JOHN COLLEGE 200945
ABOUT MASCOT HOTEL
T JOHN COLLEGE 200946
Mascot is a KTDC Enterprise and is a 5-Star hotel located at PMG in Trivandrum. Its
wide gamut of complimentary amenities and perfect holiday ambience has won Hotel
Mascot award for the best property in its category in South India, Mascot the national
award property in its category in South India. Mascot is located in the heart of
Trivandrum City. The hotel lies sprawled languidly in a luxuriant landscape garden
that won acclaim as the best in the State at the annual International Flower Show held
at Thiruvananthapuram. Mascot also is a perfect gateway to start Kerala tour with its
accessibility to Thiruvananthapuram, the state Capital. Hotel Mascot has all the
facilities of typical holiday retreat with Ayurveda Centre in addition. We welcome
you to Kerala and stay with us at Hotel Mascot.
Its wide gamut of complimentary amenities and prefect holiday ambience has won.
Hotel Mascot the national award for the best property in its category in South India.
MAJOR HOTELS OF KTDC
Tea County
Category – A KTDC Hill Resort with four star deluxe facilities.
With its sprawling tea plantations, picture-book towns and winding lanes, Munnar is
one of the most exotic of hill stations. The land of the Nilgiri Tahr and the
Neelakurinji – the rare flower that bathes these hills in blue once every 12 years. Set
on the picturesque hills, Tea County offers you four star deluxe facilities
complemented by impeccable service in fresh, soft, mist clad settings. Here, you have
T JOHN COLLEGE 200947
a range of indoor games and leisure activities including trekking, paragliding, rock
climbing, cycling and angling. Trips can also be arranged from the resort to the
sprawling tea plantations.
.
Aranya Nivas
Category- (Three star Wildlife support)
Deep inside the dense, green woods, perched on the banks of the Periyar Lake is
Aranya Nivas or the Sylvan Abode. This quaint structure in the colonial style, is the
only property in India set in the heart of a game reserve. Besides being the ideal
holiday retreat, Aranya Nivas is also the perfect venue for a relaxed corporate meet or
business conference.
Bolghatty palace
Category- (Deluxe island heritage resort_)
The Bolgatty island is a short but inspiring boat ride away from Kochi. The
commercial capital of Kerala is also blesses with monuments of great historic
relevance. One such monument is the Bolgatty palace. Set amidst lush, tropical
greenery this prestigious heritage hotel answers your quest for a holiday of quiet
enchantment. One of the oldest existing Dutch palaces outside Holland, this quaint
T JOHN COLLEGE 200948
mansion was built way back in 1744 a Dutch trader. In 1909 the palace was leased to
the British and it served as their residency till 1947 when the British Raj came to an
end in India.
Lake Palace
Category- (Deluxe Wildlife heritage hotel)
Flora and fauna that never cease to surprise. That is Thekkady for you and introducing
you to the mystery and adventure of the jungle is Lake Palace. Majestically poised on
a peninsula in the Periyar Lake, in the midst of the Periyar forest, the Lake Palace,
which sports the regal ambience of an erstwhile summer palace, is the perfect
hideaway. This resorts offers you unlimited peace and tranquillity, interrupted only by
the twitter of birds, a cry in the unlimited peace and tranquillity, interrupted only by
the twitter of birds, a cry in the wilds or the excitement of spotting wildlife from your
window.
T JOHN COLLEGE 200949
Name of hotel : MASCOT HOTEL
Category of hotel : 5 Star
Access : 7 kms from Airport,
2 kms from Railway Station,
2 kms from Bus stand.
Facilities :Double A/C 75, Double Total 75, Suites A/C 4,
Suites Total 4, Total A/C Rooms 79,
Total Rooms 79, Centrally Air-conditioned 1.1
Indian Continental Chinese, Room Service,
H/A running water, Telephone, Mini Fridge,
Satellite TV. Swimming Pool.
Services :Doctor on call, Laundry, Money Changer,
Banking, Safe Deposit.
T JOHN COLLEGE 200950
Mascot has following facilities:-
75 deluxe rooms/ 4 suites with poolside facing balconies.
24 hours room service
Satellite television.
In house movies & channel music
Restaurant / Coffee Shop
Beer Parlour
Swimming Pool
Pool side bar
Laundry
Doctor on call
Travel assistance
Currency Exchange
Car hire
Ayurvedic herbal body toning massage parlour
Conducted tours
Short tour Options
Kovalam Beach
Vizhinjam Harbour
Thiruvananthapuram Naiper museum & Zoologyical park.
Sree Chithra Art Gallery
Padmanabhaswamy Temple.
Neyyar Dam
Varkala Beach
Padmanabhapuram Palace
T JOHN COLLEGE 200951
Ponmudi Hill Resort.
Veli Tourist Village.
Accessibility
The Thiruvananthapuram International airport, and Central Rail and Bus Terminal are
just 2 km away by road.
THE BOARD OF DIRECTORS
Cheriyan Philip ChairmanMohanlal Managing DirectorDileep General ManagerSandeep F&B Production ManagerBiji Anandh F&B Service ManagerAjith Front Office ManagerPrabidha Executive HousekeeperMichel Banquet ManagerDaniel H R Manager
T JOHN COLLEGE 200952
T JOHN COLLEGE 200953
FRONT OFFICE
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This is the most important part of a hotel. The front office department
plays an important role in creating an experience, as this is the first place
the guest gets the first experience of hotel. It really attracts the business. It
fulfils the guest’s needs on the stay. The front office plays the role of
nerve of a hotel.
HIERARCHY
FRONT OFFICE MANAGER
LOBBY MANAGER
RESERVATION MANAGER
GUEST RELATION-EXECUTIVE (GRE)
Reservation Receptionists Information Bell Boys Cashiers Business Assistants Assistants Night Center
Auditors Assistants
The front office team performs a variety of functions. The following
aspects of front office activities:
Reception
Reservations
Telephones
Bell desk
Travel desk
Night Audit
Business Centre
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Reception
Room blocking
Guest arrival
Message handling
Information
Foreign currency exchange
Guest departures
Handling guest complaints
Attending to guest complaints
Co-ordination with other departments
Handling in house guests & internal calls
Co-ordinate in case of fire alarm of emergencies
Reservations
Taking reservations
Updating & maintaining reservations
Maintaining rates & Market rate cods
Corresponding with various booking channels
Maximising yields
Up-selling
Generating statistics
Telephones
Handling incoming calls
Handling in-house guest calls
Providing information
Wake-up calls
Message handling
T JOHN COLLEGE 200956
Bell desk
Handling guest baggage for arrivals / departures
Escorting guests to their rooms
Lobby upkeep
Running Errands
Maintaining left luggage room
Co-ordinate with reception
Car park & main porch
Car & coach checks
Night Audit
Check all arrivals of the day
Check all departures of the day
Check all cashiering transaction of the day
Programming wake-up calls
Printing Reg-card for next days arrivals
Printing reports
Business Centre
Secretarial Services
Sending faxes
ACCOMMODATION
The Hotel Mascot offers guest contemporary facilities in a relaxed &
screen ambience. The 75 rooms & 4 suites, with their good flooring &
T JOHN COLLEGE 200957
elegant furnishings with hammocks, overlook the beautifully city facing
balconies.
All rooms are centrally air-conditioned & are equipped with mini-bar,
direct-dial, two line telephone, satellite television.
Room Type : DeluxePeriodBreakfast :
Included Single Double/Twin Triple Quad Jun 17 2009 ~ Sep 30 2009 71 US$ 79 US$ 98 US$ N/A Room Type : Executive Floor
PeriodBreakfast : Included Single Double/Twin Triple Quad
Jan 16 2010 ~ Mar 31 2010 125 US$ 140 US$ 170 US$ N/A Room Type : Her 1st Floor
PeriodBreakfast : Included Single Double/Twin Triple Quad
Jan 16 2010 ~ Mar 31 2010 167 US$ 195 US$ 236 US$ N/A Room Type : Suite
PeriodBreakfast : Included Single Double/Twin Triple Quad
Dec 16 2009 ~ Mar 31 2010 250 US$ 250 US$ N/A N/A Room Type : Presidential Suite
PeriodBreakfast : Included Single Double/Twin Triple Quad
Jan 16 2010 ~ Mar 31 2010 417 US$ 417 US$ N/A N/A
Sources of Reservation
The usual sources from which reservation sources are airlines, wholesale tour
operators, travel agents (local and foreign), free individual travelers, groups,
companies leading hotels of the world trust, instant reservation system, sales
department, embassies, and institutions.
Types of Plans
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A plan is a package proposal of rooms and meals, and some times even travel. A
European plan will include only a room whereas the rest of the services would be
charged for American plan, which would include meals usually breakfast and the
evening meal as well as the room rental included in the room rate. The packages
offered by the hotel are inclusive of a airport transfer, breakfast at the citrus and the
room rate.
Guest History Card
This is done in order to give a guest extra attention and special care. It's usually done
for repeat clientele. For example some guest may like a non smoking room and some
may like a hard mattress. This is where the front office informs the housekeeping
department or the relevant department that special care must be taken in order to
ensure a comfortable, carefree stay at the hotel. All such information is maintained by
the front office and is fed into the computer.
Rates followed by Reservation
A Rack Rate
This is the highest room rate charged by the hotel. It is the rate given to the guest who
does not fall into any particular category, such as a walk-in guest who requests a room
for the night.
Corporate Rates
These are room rates offered to business people staying in the hotel.
This can be further broken down into Business people who are frequent guests (a
specified number of visits per week or per month) and guest who are employees of a
T JOHN COLLEGE 200959
corporation that has contracted for a rate that reflects all business from that
corporation.
Commercial Rates
These are room rates for business people who represent and have infrequent or
sporadic patterns of travel. Collectively this group can be a major segment of hotel
guest and thus warrant a special rate.
Military and Educational Rates
These are room rates established for military personnel and educators, because they
travel on restricted travel expense accounts and are price conscious. These groups are
a source of significant room sale because their frequent visits may supply a sizeable
amount of repeat business.
Group Rates
These are rates offered to a large group of people visiting the hotel for a common
reason. The marketing and sales department usually negotiates this rate with a travel
agency or with a professional organization.
Family Rates
These are room rates offered to encourage visits by families with children. This rate is
offered to families during seasonal or promotional times.
Half-Day Rate
A room rate based on the length of stay of a guest, which is applied to guests who use
a room only for 3-4 hours in a day.
Process of Reservation
All the reservations coming in are recorded on a form called the reservation form. The
detail such as the name of the guest booking the reservation, company name, address,
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telephone number etc. it also consist of the name of the guest, his designation, arrival
and departure time, mode of payment, type of room, number of persons and so on.
The reservation is then fed into the computer, the availability is checked and
confirmation letter that may be sent either through e-mail or through fax and then the
room may be blocked for the following dates.
Billing may be direct or indirect; increase of direct billing the guest pays for all his
expenses through his personnel account. In indirect billing the company pays on
behalf of the guest, a letter of a fax must be sent by the company on its letterhead
stating the mode of payment. If payment be made after a certain period of time, or on
behalf of the hotel a on time credit authorization slip is filled up and signed by the
finance manager and also by the marketing and sales manager. 3 copies are made and
filled in the necessary files. The reservation forms are clotted according to dates and
alphabets of the guest lasts name. Special importance is given to group reservation; a
reservation assistant is appointed as the group coordinator and will carry out all the
operations relating to the group and will coordinate with the marketing and sales
person or with the travel agent who has made the reservation.
Reservation codes
Reservation codes are a sequential series of alphanumeric combinations that provide
the guest a reference for a confirmed or a guaranteed reservation.
This code indicates that accommodation has been secured for a specific date with a
commitment to pay for at least the first room night. The code will identify the hotel
chain/referral group, the arrival date and the departure date the type of
accommodation, the mode of payment and the sequential number of reservation.
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Fore Casting Reservation
Forecasting or room forecasts, which involves projecting room sales for a specific
period of time, is naturally the next step after the data form the reservation process has
been collected, this step includes previewing the effects of reservation on the income
statement, scheduling labour, and planning for use of facilities. This process of
projecting sales and related expenses is very important to the successful management
of the hotel. This information is also important to the financial controller, General
manage and to the owner of the hotel. They use this information in managing the
finances of the hotel; it is also used to project the yearly or quarterly financial
projections.
RECEPTION
Here is where the first opportunity where the hotel meets the client face to face. At
this time all the marketing efforts and computerized reservation systems should come
together. The front desk clerk that is well trained must be able to portray the hotel in a
positive manner. This good first impression will help ensure an enjoyable visit.
The first step in guest registration process begins with capturing the guest data such as
name, address, zip code, length of stay, company affiliation etc. This information is
needed to maintain the guest history. The various departments in the hotel also require
this information to provide various guest services. The registration process continues
with the extension of credit, room selection, room rate application, and opportunity to
sell hotel services, room key assignment and folio processing. Continually efficient
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performance of the registration process is essential hospitality for all guests and
profitability for the hotel.
Registration Card
The registration card provides the hotel with the guests billing instruction, information
on the check out time, and room rates. Even if the guest has a reservation, the
completion of the registration card is important as it verifies the spelling of names,
address, phone numbers, anticipated date of departure, number of people in the party,
room rate and method of payment.
Guest Registration Procedure
1. Guest request to check into the hotel
2. Front desk projects hospitality towards the guest.
3. Front desk clerk inquires about the reservation.
4. Guest completes registration card.
5. Front desk review's completeness of registration card.
6. Front desk clerk verifies credit.
7. Front desk clerk makes room selection.
8. Front desk clerk makes the room assignment.
9. Front desk clerk assigns room rate.
10. Front desk clerk discusses the sales opportunities for hotel products and services
to the guest.
11. Front desk clerk hand over the key card.
12. Front desk clerk process folio.
Room Inventory
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A room inventory systems is maintained by the reception which involves constant
updating and checking the data base that indicates the house keeping status term
which means availability of a room, such as occupied (guest or guests that are already
occupying the room) stay over, on change, out of order, and available. This fact of
registration requires constant communication efforts among the front office, house
keeping, and maintenance and reservation staff.
Night Shift
During the night shift, one duty manager, one receptionist, and one cashier are on
duty. They perform the following work.
Print the following days arrival and registration cards.
Tallying the arrival and departures in the respective registers.
Maintaining the cash position.
Entering the foreign guest name in the FRRO register.
Entering all the receipts and paid outs of the guest.
Register Files and Formats
VIP register
House keeping discrepancy register
Room report
Complimentary room report
Guest History in Alphabetical order
Registration Card File
'C' forms
Reservation Correspondence
Reservation Forms
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Registration Cards
Rate Master Files
Reservation Slips arranged in accordance to date and alphabetically
On time credit authorization file
Complimentary Cards
INFORMATION AND THE CONCIERGE
This section of the front office department is responsible for providing extensive
information on the services of the hotel as well as on entertainment, sports,
transportation, and baby-sitting in the area, tours. The information assistants must
know the area intimately and must be able to meet the individual needs of the guest.
The information desk is stationed in the lobby.
The information assistants also do bookings for air, rail and road transport.
The word concierge in French also means doorkeeper or porter literally the word
concierge describes a place where luggage is handled the concierge is well staffed.
The bellboys are in charge of picking up the guest luggage form the car and placing
them inside the desk area and escorting the guest to the reception and after the
registration process is over, the bellboy then escorts the guest to the room.
The bellboys are well versed with the facilities and services of the hotel and as they
are always in direct contact with the guest and also market the facilities of the hotel
they must also have a good command over English.
Bell Boy Errand Card
Once a guest checks in, a bellboy errand card is filled in which consists the name of
the bellboy, the date, time, the number of luggage pieces a copy is made of the card.
T JOHN COLLEGE 200965
When the guest checks out the bellboy and the receptionist is intimated. The bell boy
is sent to the room assist the guest in carrying his or her luggage, he makes a
personnel check of the room and escorts the guest to the reception the errand card is
then filled and signed by the lobby manager.
Functions of the Bellboys
To delivery guest mail.
Page the guest in the hotel and lobby
Check for any disruptions in the rooms.
Distribution of the newspapers.
Maintain the supply of tablets and a first-aid kit.
Help the security with unruly elements.
Checkroom on guest departure.
Performs any errands as per the requirements by the management and guest.
The bell desk coordinates with the:
Front Desk
Security
Porch.
House Keeping
Maintenance
Cashier
CASHIER
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The position of the cashier includes processing guest checkouts and guest legal tender
and providing change for the guest. This position helps to make the front desk load
manageable when a full house.
The front office cashier plays a very important role in the functioning of the hotel; it is
the last point of contact, where the guest settles his bill, either by the selected mode of
payment standardized by the hotel.
He cashier is provided with his own computer, credit card swipe machine, printer and
other forms and formats. A master bill is opened as a guest checks in to the hotel; it
contains the name of the guest, the arrival date, and departure date, the type of room,
and details regarding payment. Therefore the hotel adopts certain safe guards, which
are as follows:
1.A credit card that is officially recommended is accepted.
2. Guests are asked to settle bills by not raising any more credit over the limit.
3. Care is taken while accepting cheques.
4. In cases where the bill has to be settled by the company the hotel has receive
a confirmations letter has to be sent from the company stating the required.
Duties of the Cashier
Posting charges into the guest folios
Settling guest bills
Handle Credit Cards
Encash foreign exchange, as per regulation
Preparing the cashier report
NIGHT AUDITOR
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The night audit is the control process whereby the financial activity of the guests'
accounts are maintained and balanced. This process tracks the charges and payments
and the departmental receipts and charges. This working definition encompasses not
only the mechanical proofing of tool and charges and payments but the further review
of account activity by the management.
The front office manager will be able to monitor all the credit activities of the guest,
project the daily cash flow from room sales, and monitor actual sales for various
departments.
The night auditor balances the daily financial transactions. This person may also serve
as a desk clerk for the night shift. This individual must have good grasp on accounting
skills and the ability to resolve financial discrepancies. This position requires
experience as a desk clerk as well as good communication as with the controller. The
night auditor has many responsibilities in addition to these to preparing the night audit
report, the position also includes checking in and checking out guest after 11 pm,
processing reservations, performing the duties of the security guard, monitoring the
fire safety systems, acting as the cashier for the banquet functions, and performing the
duties of the manager on duty. The night auditor acts, as communication link between
the guest and hotel operations during the night. This is a very important position
within the front office.
The Night Audit Process
The night audit is not one of those reports that will be put on the shelfand forgotten.
Management use this to verify the integrity of the guest accountsand review the
operational effectiveness, which is the ability of a manager tocontrol cost and meet
profit goals.
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The six basic steps involved in preparing the night audit:
1. Posting room and tax charges.
2. Assembling guest charges and payments.
3. Reconciling departmental financial activities.
4. Running the trial balance.
5. Reconciling the account receivable.
6. Preparing the night audit report
TELEPHONES
The telephone operator has a very important role to play in the lodgingof the
establishment. This person must be able to locate registered guest and management
staff a moments notice, he or she is also expected to deal with crises.
With the introduction of call accounting, a computer technology that tracks down
guest phone calls and directly posts the billing charges to their account, with this it
has made the telephone operators job much simpler and faster.
It is a department that has to be handled very efficiently round the clock, all the calls
have to be attended promptly and politely. Not only does the operator acts as a means
of communications to the hotel, but also creates an impact on the mind of the caller.
The qualities of the operator include:
A polite tone
Clear and correct communication
Remembrance
Secrecy
Co-operation
Accuracy
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Alertness
Knowledge of the Hotel
Up selling techniques
The location of this department is in the back office, connected throughthe
reservations. There are generally 2 to 4 operators in each shift other thanthe night. The
department is controlled and managed by the communicationand telephone manager.
All the incoming calls go through the operator, if there are calls for guests resident in
the hotel, the operator room number against the guest name and only then connect the
call to the room.
The telephone department co-ordinates with:
Front Office -Reservations, Information, Registration
Accounts
Food and Beverage Departments
House Keeping
All the other departments and the guest rooms
Apart from their daily functions the telephone department performs other functions
such as:
Giving wakeup calls.
Checking the reminder wakeup calls.
Checking the local and international calls made.
Posting the readings to the cashier computer or otherwise.
Keeping an account on the in-house calls.
Process the weekly and month end reports.
Provide information about the hotel to its guest.
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Try and sell the hotel by giving and making suggestions.
Placing DND on guest telephones.
The number '0' has to be dialed for operator assistance, the number '0'has to be dialed
for the dial tone, this facility is provided at the banquet floor, reservations, lobby area
and the sales departments.
BUSINESS CENTER
The business center is open round the clock, it is fully equipped to meet the needs of
an international business traveler, and it is located on the 1 level of the hotel. It is
open to all guest and outsiders for the use of fax, photocopies, printing, typing,
internet, lamination etc.
2 people, the morning and the second shift manage the business center.
The facilities at the business center are:
24 Hours
Conference Room
Secretarial and Typing Services
Photocopying
PC Use
Internet connection
Audio/Video equipment
Binding and Lamination
Mail and Courier Service
The hotel levies a tax on all incoming and faxes for the in-house guests or the
departments of the hotel. An account of all the faxes, photocopies, and Internet
charges are all manned in a register and handed over to the front office manager. The
business center has its own billing facilities.
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The business center co-ordinates with:
Reservation
Information
Banquets
Marketing and Sales
Food and Beverage Room Service
Equipments
List of Front Office equipments used :
Fax Machine
Telephone
Computers
Information Rack
Whitney Rack
Credit card Imprinter
Printer
Pagers
Key Card Maker
Magnetic Strip Reader
CO-ORDINATION WITH OTHER DEPARTMENT:
HOUSE KEEPING
The front office has to inform the housekeeping as soon as there is a check-in
or a check-out and if any VIP is coming, if the guest has any complaints, it is routed
to the housekeeping through the front office only.
FOOD AND BEVERAGE DEPARTMENT
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The front office informs F&B department if any guest wants the tables to be
reserved in the restaurant or for booking of banquets etc. It also informs for VIP
amenities.
ACCOUNTS
The front office cashier enters the various books of accounts, daily and gives it
to the accounts department for screening. The accounts department also closely
examines the cash handling by front office cashier.
PERSONNEL DEPARTMENT
Front office co-operate with personnel department for the payment of salary,
recruitment etc.
SECURITY
Security is a preventive and protective program. The prevention of hazard causing
hurt, damage of property and protection of manpower is the main objective. It is for
this most important purpose laws and rules are made and security measures taken.
The hotels security manager can be rightfully compared to any law
enforcement authority. Law of the land as the department regulation determines his
rights, duties, and obligations.
Function of the department
Responsible for security in floors, room and public area.
Receiving and sending off the guests.
Systematic parking of vehicles.
Any usual stay lying hotel property to be returned to the original department.
Maintaining visitor entry book.
Through checking of hotel staff before he goes out of the premises.
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Check on supplies.
Swift action in case of emergencies.
Receive information by reception of any misconduct.
Legal aspects of security:
Common law is “ judge – made law”, law under which divisions is based all
reasonable care should be taken to avoid injury to guests.
The hotel management ensures that
The premises are reasonably safe
Patrons are warned about dangers.
Staff does not take any action, which might cause injury of accident.
Premises are inspected regularly for safety risks.
Common safety and security precautions:
Observe all safety rules
Be observant of safety risks and report then.
Keep work and public areas clean and tidy.
Follow instructions for mixing chemicals with care.
Report for duly well rested and fully fit.
Care with keys.
Confidentiality.
Duties of security manager:
Report to general manager
Supervises security operation
In case of accidents makes enquiries
He prepares duty chart for his staff.
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HOUSE KEEPING
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Introduction
The housekeeping department in the hotel is responsible for the cleanliness,
maintenance and aesthetic upkeep of the entire property form the entrance area to the
farthest basement of the hotel. The prosperity of the hotels on giving it continues
patronage not only because of this attractive advertisements and expensive decor. It is
the care shown in locking after the smallest detail of cleanliness, promptness of
service and cheerful staff that remains as a memory of a fine hotel and which ensures
its flourishing business.
HIERARCHY
EXECUTIVE HOUSEKEEPER
ASSISTANT HOUSEKEEPER
Linen & Desk Control Floor Uniform Supervisor Supervisor Supervisor
Tailors Attendants Room Attendants Attendants
Executive Housekeeper:
Is the person in charge of the housekeeping department, he/she is responsible for all
the activities of the housekeeping department and staff. He/she has to plan, organize,
control and co-ordinate all the activities of her department.
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Deputy Housekeeper:
Co-ordinates the day-to-day activities of the various sections section of housekeeping
dept. She also helps the Ex. Housekeeper with her tedious administrative work.
Laundry Supervisor:
Co-ordinates the regular activities of stain removal washing, dry cleaning, pressing
and repairs that go on in the laundry. He particularly supervises stain removal and dry
cleaning to prevent damage to the product. Valet is responsible for the collection and
delivery of guest laundry. They are also responsible for the movement of hotel linen
to and fro of the laundry. Pressmen are responsible for pressing guest and hotel linen.
The guest line is steam pressed. The hotel uniforms are hot ironed.
Machine operators:
These are the people who are actually, operating the machines in the laundry like
Hydro extractor, washing machine etc.
Senior Public Area Supervisor:
Is responsible for the cleanliness of the public areas and regulates the day-to-day
cleaning.
Public area Supervisor:
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Assist the senior public area supervisor in achieving the desired standards of
cleanliness. He/she Co-ordinates the activities of housemen to achieve the desired
standards.
Housemen:
Are the people who do the actual physical work. In different sections their job differs.
In the public area they are responsible for the cleanliness and hygiene of the person
who cleans the rooms of guests. In the linen room he is responsible for the collection
and delivery of hotel linen on one or as per the policy of the management.
Gardeners:
Are responsible for growing attractive indoors and outdoor plants and up keeping the
attractiveness of the existing ones.
Floor Boys:
Assist the floor Housemen in cleaning and getting ready the room.
Linen Room Supervisor:
Records the flow of all hotel linen to and fro of the linen room. She also checks for
the Quality and standard of cleanliness of lined and also check for reports.
Linen Room Helpers help the housemen in the collection, counting and delivery of
linen to a Horn the linen room.
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Sewing Mistress Is responsible for repairs of all lines as requested by the linen room
supervisor.
Night Supervisor:
Is responsible for housekeeping activities that goes on in the night. Generally the
polishing of lobby floors, staircase cleaning etc. Takes place during the night. He co-
ordinates the activities of the housemen and floor boys.
Duties of staff
The senior supervisory staffs are responsible for the work carried out on a day-to-day
basis and maintain records of the various activities. The Executive housekeeper is
responsible for the whole department and co-ordinates the duties of his/her
department. The deputy housekeeper assist the housekeeper in her various tasks.
Recruitment of staff:
Even when there is a personnel officer or staff manager, the housekeeper has the final
decision regarding the selection of her staff where he/she is responsible for the
recruitment; appointment should be made as an co-operative about the extra work to
be done. The following may be useful sources.
Advertisement in Newspaper & trade Journals
Private agencies
Local job centre
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Cards in shop windows
Internal Grapevine
Former employee
College, Schools etc
It may be useful to record the result of the methods employed for future references.
Where possible, any suitable applicant should be called for an interview and the
following points are suggested for an inexperienced interviewer.
Full name and address
Age and place of birth
Qualification and particulars
Former jobs and reason for change
Health &Sick leave in the past
Family commitments
Work &other relevant details discussed, such as hours, Duties, wages, holiday,
uniform, meal facilities any deductions to be made from pay sick scheme or
superannuating.
The applicant should be given an opportunity to ask.
.
During the interview the housekeeper will form certain impression about the applicant
e.g. neatness, health personal hygiene, politeness, cheerful moody disposition and
from this knowledge the housekeeper should be better able to decide where & with
whom the applicant could work. Selection of all staff in of major importance & the
T JOHN COLLEGE 200980
success (or failure) of the selection will be shown in the attitude of the workers. For
those at supervisory levels, it is hot always to assess their supervisory qualities until
they are on the job and poor selection may result in dissatisfaction.
After the housekeeper has summed up the suitability of the applicant for the work and
having asked the name, address & telephone number of a former employer and / or
reference she will take up references. If the references are taken up telephone towards
the need of the interview, it may be possible to engage the applicant straight away.
She be told the date she is to begin to work and asked to bring from her last employer
the fax from (P45) showing the amount she has earned and the income tax paid it is
advisable for a housekeeper to have knowledge of the legal aspects regarding such
things as the employment and union requirements.
Linen Room
The linen is the central depot for all linen and form sufficient clear articles, in good
condition are distributed throughout the house. Linen in this context means laundry
able articles but the linen room staff may also handle blankets curtains and loose
covers as well as articles for dry cleaning the linen keeper or the person in-charge of
the linen room expect in hospital, is responsible, for linen the sorting and dispatch of
the soil linen to the laundry the checking of its return and for its general standard.
According to the house custom she keeps a strict control as possible over the
exchange of soiled for clean linen. She should be capable to be firm with laundry
manager over careless laundering and loses and she should keep the record book
accurately and efficiently.
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Most commonly used linen in the housekeeping dept is:
Sheets:
Should be enough to be tucked in, a good turn over at the top to protect the blanket
and quit from grease newspaper print the lane of break fast trays etc. Normal size of a
single sheet 177x274 cm, double sheet is 238x279 cm for a king sized bed sheet it
will be 274x297 cm.
Pillow slips: - is made of the same material as the sheet the most common Housewife
of flap type has been considered. Many establishments are now using longer slips
without flaps so the pillow is hidden. Under pillowslip are used to protect the tucking
and the holding of the pillow.
Duvet Covers of large bags of cotton are mostly used polyester & cotton fabric in to
which the duvet or continental quilt is put.
Bath Towels: - Usually of cotton in Turkish that is terry, weave which has a loop pile
on both sides the pile should be close for greater absorbency and not to long or the
threads will fall the selvedge should be stirring and the comers of the hem firmly
stitched usually they are in white colours sometime fast colours are also used the
regular bath towels 76x152 cm.
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Face & Hand Towels Face:- and hand towels may be of linen and cotton, Fancy
weave and the best quality were smooth and also made of linen now Turkish towels
are provided normally and two bath towels are provided for each guest.
Bathmats need to be very absorbent and are often made of Turkish towelling or candle
wick. They are laundered frequently and are considered to be more hygienic than
rubber the size is 60x90 cm disposable ones are available.
Carpets
Flooring often out last the other furnishing so many decorative schemes have fitted
carpets throughout the “house” as these provide only one floor surface to be cleaned
give warmer a appearance seem to add space make for easier furniture arrangement. A
pattern carpet should have a design in keeping with the size style function and of the
atmosphere of the room whichever chosen for large rooms with walls and lore
upholstery.
Where soiling or staining are to be expected.
Where the floor has to give a good appearance at all times.
Plain carpet is suitable for small room.
Room with pattern walls I as upholstery.
Giving a appearance of spaciousness.
Floor Finishes
Floor are important areas which are easily noticed on entering a room or particular
area and they may be both functional and decorative they cover a tremendous area are
T JOHN COLLEGE 200983
subjected to a great deal of wear and tear floor frequently from the base on which the
rent of the decor is planned. Outlasting the other furnishing and decoration and clean
well-kept floor surfaces will often indicate the standard of cleanliness throughout the
establishment.
Soft Furnishing
Soft furnishing include curtains loose covers cushions bed spreads and quilts (not
carpet) and they contribute greatly to the appearance of the room by bringing to it
colour pattern and fixture. Some articles give protections and some in addition give
warmth and comfort as such is subjected to different types and amount of wear and
tear it follows that the fabric firm which it is made is suitable for bedroom lighter
materials are probably less Expensive printed cotton of linen cotton and rayon satin.
Drapes cretonne are some, which may have been chosen. Cushions may be used the
comfort of the chairs and sofa to bearable colour contrast, pattern, and texture
cushioned may be filled with down, feather, kapok or foam plastics or rubber and
covered a variety of materials matching or contrasting of the material of the chair or
sofa.
Lighting
Lighting plays a key role in creating the right atmosphere with in an area it should be
decorative and functional it should character and atmosphere of the room adequate
and particular purpose. Without causing glass or appearing flat and dull. The different
types of lighting used for direct, diffused and indirect lighting and used according to
their daily requirement.
T JOHN COLLEGE 200984
ROOMS & FACILITIES OFFERED BY MASCOT HOTEL
1. Centrally a/c with additional fresh air supply.
2. Attached bath with hot and cold water.
3. 24 hours STD/ISD dialing from room.
4. 24 hours coffee shop and room service.
5. CTV with cable connection.
6. Four elevators.
7. Stand by generators.
8. Bar.
9. Same day laundry.
10. Doctor on call.
11. Travel clerk.
12. Car parking.
13. 24 hours check out. DELUXE ROOM
14. Specialty restaurant.
15. Travel desk
16. Car hire
17. Channel music
18. Cinema tickets
19. 24 hours Internet
HERITAGE SUITE
T JOHN COLLEGE 200985
PREMIUM ROOM ROYAL SUITE
FOOD AND BEVERAGE SERVICE
T JOHN COLLEGE 200986
Hierarchy
F &B Manager
Asst. F&B Manager
Banquet Mgr. Restaurant Mgr.
Asst. Banquet Mgr. Asst. Restaurant Mgr.
Senior Capt
Captain
Stewards
1. Restaurants
A first class A/c restaurant.It is named as SWATHY Renowned for traditional
Kerala cmsme, Swath, also offers Continental, Mughalfli, Indian and Oriental food
It is the only restaurant ,n town with an outdoor extension facing the lawn,
making ,t .deal for theme parties and dinners
SURABHA A cosy ambience coupled with a range of bakes and
confectioneries, along with salads, soups and sandwiches, sets the mood for friendly
meetings, sojourns and chitchat at the coffee Iounge
SAYAHNA Experience fine dinning at the exclusive outdoor 'evening' cafe
set amidst lush green surroundings and an exotic flower garden.
T JOHN COLLEGE 200987
Covers - Covers-100
Tables - 25 Tables
Menu - Breakfast Menu, Room Service Menu, Lunch and
Dinner Menu
Timing: 7 am to 10.30 am (Break fast)
12.30 pm to 2.30 pm (Lunch)
3 pm to 11 pm (Tea and Dinner)
Staff: About ten staff in each shift
There are three shifts
1. Morning - 7 am to 3 pm
2. Evening - 3 pm to 11 pm
3. Night - 11 pm to 7 pm
Cutleries All purpose cutleries (Knife and Fork)
Facilities 1. Reservation facility
2. Beer and Wines served in the Restaurant
3. Food plans (MAP, AP, CP, and EP)
Breakfast
T JOHN COLLEGE 200988
Restaurant gets ready for breakfast on the previous right. All arrangements are done in
the night open at 7 am. If 20 room are occupied there would be a buffer for the guests.
Otherwise ‘A’ la cart is available.
The cover
Side plate with a side knife.
A butter dish.
A tea cup and saucer with a tea spoon
Sugar pot with tongs
All purpose cutleries (Knife and Fork)
Soup spoon
A break boat or toast rack
Serviette
A bread boat or toast rack
Serviette
Jam, Marmalade and honey
Cruet set.
Availability of 3 types of Breakfast
Continental
American Break Fast
Maharaja Break Fast
Staff: About 10 staff (Morning shift)
T JOHN COLLEGE 200989
Lunch
Time: 12.30 pm to 3 pm
The Cover: 1. All purpose cutlery
2. Soup spoon
3. Water glass
4. Side plate with knife
5. Cruet set
6. Serviette
Lunch and dinner menu offers Indian, Chinese and continental Dishes beer and soft
drinks also served in the restaurant.
Special dishes:Malabar fish curry
Chemeen curry
Chicken Biriyani Fried rice,
Lobster etc.
Desserts
1. ICE creams(different flavours)
2. Puddings
3. Fruit salad
Staff: About 10 staff (Morning shift)
Tea Time:
3pm to 6:30 pm is tea time. Severed tea, coffee, soft drinks and snacks.
T JOHN COLLEGE 200990
Dinner
Time: 7 pm to 11 pm
Menu : Lunch and Dinner menu
Menu offered Indian
Chinese and continental dishes.
Cutleries : All purpose cutlery
Water glass
Side plate and knife
Soup spoon
Cruet set
Serviette
Special dishes:Malabar fish curry
Chemmeen curry
Chicken Biriyani etc.
Desserts : 1. ICE Creams (All flavours)
: 2. Puddings
Normally dinner starts at 7 pm. If there is 25 rooms occupied a buffet is arranged for
the guests: other wise there should be A la cart menu
Staff: Normally about 10 staff present for the shift (evening section)
T JOHN COLLEGE 200991
2. BAR- RUBAIYATHA
Set your spirits soarms with cocktails and bubblies of the finest varieties from
across the world
There are normally two kinds of bars in Indian hotels. One is the public bar
and other is the service or dispense bar. The public bar is located in the public area,
and is used for the service paying customer, be it in-house guest or none residence.
Cocktail snacks may also be served here. Service should be fast and discrete and the
bar staff should be well prepared to handle the rush hour. Good décor, ambience,
efficient staff and availability of a wide variety of beverages and snack help to attract
more customers.
The service on the dispense bar is used for dispensing drinks to other outlets of
the hotel such as coffee shop, room service outlet, banquet and the specialty
restaurant. It is generally located in the bar area of the hotel and is open from the
clock. It should be adequately equipped to meet the demands of all the outlets
3. Room Service
Excellent room service facility is one of the speciality of Mascot
Time: 24 hours.
Organisation
There should be a room service stewards for each shifts. Under him there should be
Asst. Steward who does the actual work. Room services menu is kept in the rooms.
Guest can order food through telephone. Often they can call some one to take the
order. Prepare the KOT and bills give the KOT to the kitchen. Food must be covered
T JOHN COLLEGE 200992
room service is charge checks the tray before room boys lake them to the room guest
can order something at any time. There should be one person in the room service
table.
4. Banquets
Banqueting is the term used to cover the service of special function in a hotel
separate from the normal day to day catering of various restaurants. It includes
various functions such as lunch parties, conference, receptions, wedding seminar and
special dinner. Banquet hall under the control of banquet manager.
There are 4 banquet halls in Mascot Hotel. They are
1. Symphony
Sitting capacity is 600 pax.
2. Harmony
Sitting capacity is 200 pax.
3. Sonata
Sitting capacity is 200 pax.
4. Melody
Sitting capacity is 100 pax.
T JOHN COLLEGE 200993
Trend in Food Service
Food service operators who stay on top of emerging trends have a better
chance of attracting and satisfying customers and thus boosting sales and beating the
competition. However, predicting task is not always an easy task. Fads in food service
are common. In contrary to a trend, which grows and matures, a fad is a fleeting
interest. Fads are usually fun innovations that are add interest and excitement, where
as trends are fueled by such present conditions as the state of the economy and
changes in life style.
Among the various segments of the market, the following trends are emerging:
The fine dinning restaurant business is down, but interest in café’s and busters
are increasing.
Recreational facility food services are expanding with up scaled menus.
Food service is the lodging sector is in cooperating mintmarks, ethnic fare,
simplest foods, healthier solutions and buffets.
College food service will see more self service, grab and go options, extended
hours of operations, authentic vegetarian dishes and full flavored ethnic
choices.
Military food services faces basis closing but also better food quality,
consistency and pricing with more branding.
Food service in nursing homes will serve to stoker and younger patients with
more convenience products, more liberal diets and a room service options
T JOHN COLLEGE 200994
FOOD AND BEVERAGE MANAGER
He is responsible for the various food and beverage outlet of the hotel. He
prepares the budget for the year for the department. He looks after the performance of
all the food and beverage staff working in his department.
RESTAURANT MANAGER
He is responsible for the organization and administration of the restaurant. He
sets the standards for service for service and he also looks after the training of the
staff.
SERVICE CAPTAIN
They are responsible for the day-to-day functioning of the restaurant. He
supervises, mis-en-place and mis-en-scene before the restaurant opens for its
operation. He briefs the staff before opening the restaurant and after the shift getting
over he also handles the guest complaints.
CAPTAINS
They are below the service Captain in the hierarchy and are designated
specific jobs by the Service Captain.
STEWARDS
The stewards job is vast as part of a team, to make sure that customer, level
feeling that they have enjoyed the food and the whole social experience. To achieve
this the waiter must be friendly, efficient, knowledgeable and skillful.
In order the stewards can do their jobs properly. It is important for the people
preparing the food to understand what the job involvers so that they can provide what
T JOHN COLLEGE 200995
is needed. The steward is as it were, the conductor of the meal orchestrating its
service so that whatever the customer requires satisfying them is provided. If the
customer wants the food quickly, then it must be served quickly. If they want advice
on the choice on food or wines then the steward must be able to give it. If they ask for
the bill it must be ready quickly and it must be accurate all the requires, the stewards
to communicate effectively with the customers and with the rest of the team in the
restaurant. Knowledge of the menu is also required.
THE VARIOUS EQUIPMENTS USED IN RESTAURANTS
Sauce bottles.
Table sauce sets.
HI Ball Glass.
Torn Collins.
Brandy Balloons.
A.P. wine glass.
Soda Decanters.
Ashtrays.
Bud vases.
Half plates.
Salvers.
Ice buckets.
Finger bowls.
Desert spoons.
A.P.Fork.
A.P.Spoon.
T JOHN COLLEGE 200996
Steak knife.
Pickle and vinegar bottles.
Service spoons forks.
Bill folder.
THE SERVICE PROCEDURES FOLLOWED IN RESTAURANT
1. Greet and seat restaurant guests.
2. Serve water.
3. Take beverage orders and serve drinks.
4. Present them food menu and beverage list.
5. Assist guest in making food and beverage selection.
6. Place order in the kitchen (Using the KOT)
7. Serve food and clear table between courses.
8. Serve wine and champagne.
9. Collect sale income, make change.
10. Accompany the guest to the door and wish them good-bye and encourage them to
come again.
11. Remove stains from the dining table.
12. Set tables.
13. Clean service station area.
ROOM SERVICE PROCEDURES
The room service order taker takes the order.
The order taker prepares KOT
The order taker gives KOT to the kitchen.
The stewards gives one copy to the kitchen.
T JOHN COLLEGE 200997
He gives two copies to the cashier for preparing bills.
He picks up the order from the kitchen and collect two copies of the bill fro
the cashier.
He serves the ordered food.
He gets the bill signed or collects the cash.
The steward returns bills to the room service cabin
Only one copy of the bill is sending to front office cashier and the other copy
to accounts.
The steward clear, the tray from the room after a specific time
BANQUET-Banquets are special function organized for professionals, social or state
occasions. Banqueting is the service for these functions and is different from the usual
services offered in restaurant. Normally, such functions are organized when the
number of people involved is 15 or more.
A banquet booking is taken on a special information sheet called as function
prospectus. The type of the information recorded is:
Name of booking party.
Name of the person to whom the bill is to send to.
Name and type of function
Date of function
Number of people expected and number guaranteed.
Menu, type of service required
Wines, alcohol and non-alcoholic drinks to be served.
T JOHN COLLEGE 200998
Types of table layer and seating arrangements.
Special arrangements such as bands, microphone, flowers, ice, carving etc.
Type of menu.
Price to be charged per person
Price for hall and special arrangements.
Normally in a banquet prospectus for the smooth function is three copies., if it
is typed or hand written.
1. First copy is transfer to the executive chef.
2. Second copy is transfer to the F7B manager,
3. Third copy is banquet arty itself.
QUALITIES REQUIRED BEING A GOOD STEWARD.
Customers decide to eat at a particular restaurant for many reasons. It might be
type of place, the atmosphere, reputation of the place, décor and furnishing, perhaps
the music or the quality of the food and its price. All these can affect a customer’s
choice for frequently it is the service provided by the waiting staff. Stewards can be as
important to successful restaurant as good cooks.
ATTITUDE PRIDE IN PROFESSIONAL SERVICE
Steward must enjoy interacting with the people and take pleasure in making
ensure that they are happy. No amount of technical skill will compensate for the
wrong attitude to the customer.
APPEARANCE AND PERSONAL HYGIENE
Steward work with food almost as closely as the people who prepare it, but
also they are continuously under the scrutiny of the customers. They must keep them
selves perfectly clean at all times. Stewards must be neat, with their clothes as clean
T JOHN COLLEGE 200999
as them selves. Hair must be kept tidy and well under control either shirt or tied back.
Shoes must be perfectly clean. Uniforms must be clean and pressed. Take a spare shirt
for work in case shirt gets dirt. Do not apply heavy makeup and keep jewelry to a
minimum. Never lean or slouch, but always stand, move alert and confidently. Even if
there is nothing you can do directly to serve a customer, always do some thing
constructive, cleaning, tidying and preparing for customer to come. The stewards
department indicates to the customer the efficiency of the business. Those scenes can
help the steward to keep their calls by taking care to present the food properly.
PUNCTUALITY AND RELIABILITY
Service to customer cannot be delayed if you are not there on, time, you force some
one to do your work for you.
The work will not wait make sue that you arrive before your shift begins so that you
have plenty of time to prepare. Never let your colleagues down by failing to appear
for the work. If it is absolutely impossible for you to get to work sure that you give as
much warning as humanly possible.
HONESTY
Steward’s deal with money and work in a team with colleagues. He must be
completely honest in spite of temptation. If you steal or cheat you will sooner or later
be found out and your carrier as a waiter will be finished, even if you are lucky
enough not be prosecuted.
LOYALTY AND TEAM WORK
Never complain about those who work with in front of your customer. The waiter
professional duty is to make sure that customer leaves satisfied that they have had
T JOHN COLLEGE 2009100
value for money. If you have complaints take them to your superior directly.
Remember too that the steward is part of a team. So be prepared to help your
colleagues out.
ABILITY TO SELL
Stewards are sales person as selling effectively can make all the differences
between the success or failure of a business. They must be enthusiastic about what
they have to sell and be prepared to et to know their product.
CO-ORDINATION WITH OTHER DEPARTMENTS
F & B (PRODUCTION) DEPARTMENT
In a service outlet the F&B production is the most important department as
items prepared or dressed here are the one of the service personnel sells in the
planning of the any restaurant. The menu is what comes to our mind first. The taste
buds are tickled depending upon this department. Being the second most important
revenue earner next to rooms. Great care is taken and planning goes to the department
of the final menu which turn is understood, tasted, felt by the service personnel.
THE BAR OR SERVICE BAR
They come in contact with the restaurant and room service is selling alcoholic
beverages as well as canned juice, aerated water and tobacco.
ACCOUNTS
The cashier recover all cash and credit payments made for food and beverage
sale in a restaurant and other F&B outlet.
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HOUSEKEEPING
This department is responsible for the cleanliness, maintenance and the aesthetic
standards of the hotel. A waiter should know that the house keeping department is the
source for staff uniforms, restaurant linen and flowers.
ENGINEERING AND MAINTENANCE
This department is responsible for the supply of air-conditioning, heating,
lighting, mechanical and electrical functioning of any service equipment in the
restaurant.
FRONT OFFICE
This is the central point where all checks or bills of hotel guests are collected
and then recorded in their overall bill. The front office keeps a record of all guests
residing in the hotel if a resident wishes to sign his bill The waiter may contact this
department for conformation of the guest name and room number.
STORES
The source from which a waiter can get supply of proprietary sauce, order pads,
pencils, bottle openers or any other supplies.
PERSONNEL DEPARTMENT
All requirements of staff employments and dismissals are dealt with them in
connection with the concerned H.O.D. They are also in-charge of staff welfare.
Cafeteria and lockers leave applications and they also process identity cards.
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SECURITY
This department handles the safety aspect of the hotel. They are required to
conduct safety bills, first aid bills and fire precautions. They are look in to vehicle
parking and are in close contact with local police for known criminals, anti social
elements etc. Service personnel may have some use of them in case they have to exit
unruly persons, drunkards etc.
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FOOD AND BEVERAGE PRODUCTION
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FOOD AND BEVERAGE PRODUCTION
DEPARTMENT
The food and beverage production department contributes, a major share of
the management’s total revenue. This is one of the most important departments in
hotel. It is a place where food is preserved. The major function of this department the
preparation of food and beverage for various services outlets, and for the guests in the
room. With out this department proper functioning of the hotel’s food and beverage
out lets is not possible. The executive chef controls the kitchen. The kitchen
stewarding department looks after the cleanliness of the kitchen. They are in charge of
the cleaning the kitchen floor, equipment, cooking utensils, and staff cafeteria.
Food and beverages production department is concerned with the production of
quality food. The size, type, requirements, method of preparation of food, methods of
preparation etc. of a food and beverage production department varies according to the
type of hotel.
The food and beverage production is another core area wherein all the production of
food takes place. It is this department that shows the guest that they can prepare
qualitative and tasty food. The executive chef, who in all his skillfulness guides the
entire department of kitchen, usually heads this department. The staffs here are
required to be extremely hardworking and very skillful, because it is their work that
would reflect on the standards of the establishment. When we speak about the revenue
generation, it is this department that helps the outlets make money and thus bringing
in the income and profits required. Nevertheless, both the accommodations and the
Food and Beverage go hand-in-hand.
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Although both these departments of food and beverage go together, there are certain
factors that keep them apart. However we always know that either of these
departments are simply indispensable and without the both of them, a hotel cannot run
its operations.
Thus keeping in mind, the factors that decide the operations of these departments, we
could discuss the vitality of this department and the role it plays in producing food
and ultimately resulting in guest satisfaction.
In the forthcoming sub-division, we can clearly see the procedures and techniques
needed for the operation of this department.
Eating habits of man have changed right from Stone Age to the modern age. In
ancient days man used to take his meals amount home, where as today people are
required to spend most of their time in office and other establishments. This has
created a relative storage of domestic help and working amount home easily. The size
of homes also become also becomes smaller and this has created demand for
entertaining outside. This demand provided an impetuous to catering establishment to
extend their service and provide package deals in the form of complete arrangement
for partied festivals and the like. In order to fulfill such needs of people each catering
establishment should have a well managed, well arranged and well equipped with
both men and material kitchen.
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KITCHEN STAFF ORGANISATION
EXECUTIVE CHEF
SOUS CHEF
CHEF DE’PARTIES
COMMIS I
COMMIS II
COMMIS III
KITCHEN STAFF ORGANISATION
Depending on the size of the food and beverage operation. The kitchen may employ
several chefs and cooks, each of whom has a particular responsibility or
specialty, for example different chefs may be responsible for salads and baked goods
while various cook are responsible for roasting and frying.
As the higher authority in the kitchen, the executive chef is the general manager of the
food production staff, as front line supervisors. The assistant chefs are responsible for
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ensuring that the cook follows the chef recipes precisely and the kitchen function
efficiently.
Stewards are employed to manage the store room they are responsible for filling food
requisition and dispensing ingredients required by the cook to prepare recipes.
Depending on the type of food and beverage operation, the food production staff
might consist of some or all of the following staff members.
THE EXECUTIVE CHEF
The executive chef also called the head chef presides overall aspects of food
production. An executive chef might also be the food production manager the
executive chef, must be both maser cook and an efficient manager therefore, is
usually a person of consideration training and experience.
In a large the executive chef in charge of all the kitchens. He or she also the overall
responsibility for the practices of the hotel chain or franchise. The executive chef
plans menus, meets with other managers and staff head and coordinates all kitchen
operating.
The executive chef has the following duties:
Supervising the kitchen staff, hiring new employs and scheduling work shifts. Co-
ordaining, assigning all duties to employees of the kitchen, including assistant or
Specialty chef’s cooks and stewards:
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Devising, monitoring and supervising food production methods to ensure compliance
with hotel’s standards and specification. Planning menus and recipes, monitoring food
costs and implementing cost controls.
The executive chef’s may also be required to purchase foodstuffs, beverages and
supplies or if the hotel has a full time buyer, to direct purchasing function. The chef
may also oversee the receiving, inspecting and quality control of foodstuffs and
implements.
In addition to these varied management responsibilities, the executive chef must also
perform the duties of a master cook. In charge of food and beverage operation, the
executive chef supervise various assistant chefs, including ones who specializes in
baked goods, salads and so forth and may be responsible for banquets food and
beverage services well. The head chef might refer to anyone who is in charge a
restaurant kitchen and who supervises a staff of professional cook. In a larger hotel
with two or more kitchen and executive chef might preside over the production staff
and different head chefs might manage each kitchen.
In a small food and beverage operations, a working chef supervises a staff of cooks
who share various food preparation responsibilities. A working chef only manages the
kitchen, but also handles the preparation of soups, entrees, sauces and special dishes.
SOUS CHEF
Sous chef is the assistant of the executive chef. His main function is to see the day-to-
day work efficiency. The sous chef has to supervise the practical activities of the
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kitchen. In the absence of executive chef if the kitchen is busy, sous chef has to
motivate the chefs. It is the sous chef’s job to be called on the order and supervises the
services. In a large hotel there are a number of sous chefs allocated for each section of
the kitchen.
CHEF DE PARTIES
There are many chef de parties in the kitchen, allocated in every section of the kitchen
like bakery, grilled room, butchery etc. they are actual persons who do the cooking
and cleaning works. They have to produce the order called by the sous
Chefs. They have to work in regular shifts.
COMMIS
Commis, assist the chef de partie in mis-en-place, cleaning, washing and trimming,
commis 1st 2nd and 3rd are graded, commis A grade, B grade and C grade respectively.
OTHER KITCHEN STAFF
The larger the more likely that each function will be handled by a different specialty
cook. The following areas of specialization are traditional in classical restaurant.
A saucer or sauce cook is responsible for preparing sea food-sautéed dishes, stews
hors ’d oeuvres (appetizer), hot entrees and sauces. If the kitchen does not empty a
sous chef, saucer is the second in command to the head chef. A pastries or pastry cook
is responsible for preparing all basic deserts, including hot and frozen desserts and
pastries.
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A extremities or vegetable cook, is responsible for preparing soups, vegetables, pasta
and food made of flour, eggs and cheese such as quiche.
A garde-manager or pantry cook, prepares raw meat and fish, cold hors d’oeuvres
and other cold items such as salads, dressing and sandwiches. A rotisseries or roast
cook has the responsibility of roasting items in the oven and on the spit as well as well
preparing deep fried foods, baked dishes and gravies.
SUPPORTING STAFFS
Besides personal responsible for food preparation, other members of the kitchen staff
include stewards, dishwashers and pot washers. A steward or storeroom supervisor is
responsible for requisitions, controlling inventory and keep record of foodstuffs and
restaurant supplies. In some food and beverage operations, the steward is also in
charge of kitchen sanitation and maintenance. One or more storeroom keepers might
assist the steward. In a larger food and average operation, separate stewards or
storeroom keepers might be employed for food supplies.
Dishwashers have the responsibility for washing chinaware, glassware and silver
ware, pots and pans handled by pot washers. If alternated dishwashing equipment is
used, the dishwashers and pot washers are responsible for loading and operating the
machines, sorting silverware and stacking dishes and pans.
KITCHEN DESIGN AND WORK FLOW
A well designed kitchen allows for efficient work flow usually traffic to and from the
kitchen is controlled by two doors, each door is one-way, so that people entering
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kitchen from the dining room do not run the risk of colliding with food servers
carrying trays from the kitchen to the dining room. The area where salads and desserts
are prepared from the cooking equipment by a table where meals are placed when
they are ready to be served.
STANDARD RECEPIES
Standard recipes will be used in the preparation of all food in which more than one
ingredient is used. The practice will ensure that the customers will receive uniformly
high quality products and that the coasted standards of the good operations are met.
PORTION CONTROL
The number of portions served at each meal is recorded. So as the menu planner can
know which food item are the most popular and the chef can preplan the exact amount
of the food to be produced.
SOME POINTS TO BE NOTED IN FOOD PRODUCTION ARE
1. Standardized recipes should be followed.
2. Requesting should be in accordance with the need.
3. No staff meals should be taken in kitchen.
4. Kitchen consumption register should be maintained.
5. Overproduction and underproduction should be avoided, leftovers should be
recycled.
6. Chefs should check the items received in the kitchen and there should be
proper co-ordination between chef and controller.
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7. Proper record of transfer house entertainments, check executive meals and
staff meals should be kept.
8. Right equipment should be used.
FORMS AND FORMATS USED:
1. INTEND BOOK : This format is made to get the raw material issued from the
store. It has details like items, quantity, rate etc. this is made in duplicate first copy
goes to the stores and the second is a book copy.
2. KITCHEN SUMMARY SHEET: when the kitchen supplies the food items
on the basis of KOT no name and items etc. the summary is sent to the control
department at the end of the day where it is compared with the restaurant summary
sheet to know whether the bills were prepared for the supplies made by the kitchen.
3. KOT : The steward given the order placed by the guest on the KOT. It is put
in a box, which is locked. The control department next morning removes this box to
compare the KOT’s with the kitchen summary.
FOOD HYGIENE – PERSONAL REQUIREMENTS
1. All parts of the person liable to come into contact with food must be kept as
clean as possible.
2. All clothing must be kept as clean as possible.
3. All cuts and abrasions must be covered with waterproof dressing.
4. Spitting is forbidden.
5. Smoking is forbidden in a food room or where there is food.
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6. As soon as a person is aware that he is suffering from or is a carrier of such
infections as typhoid, para-typhoid, dysentery etc., he must notify his employer, who
must notify the medical office of health.
PERSONAL HYGIENE
Germs or bacteria are to be found in and on the body and they can be transferred onto
anything with which the body comes in contact, personal cleanliness is essential to
prevent germs getting onto food.
1. Bathing is essential everyday.
2. Hands must be thoroughly washed thoroughly and frequently before and
after handling the food.
3. Fingernails should be always trimmed regularly and kept covered where food
is being handled.
4. Hands should be washed regularly and kept covered where the food is being
handled.
5. The nose should not be touched when the food is being handled.
6. Mouth or lips should not be touched with hands or utensils while preparing
food.
7. As food handlers are standing for may hours care of the feet is important.
8. The maintenance of good health is essential to prevent the introduction of
germs into the kitchen.
CO-ORDINATION WITH OTHER DEPARTMENTS
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1. Kitchen stewarding department
This section is responsible for the washing of dirt vessels used for cooking.
And maintaining the cleanliness of the kitchen. Kitchen stewarding is also responsible
for keeping a par stock of certain kitchen tools.
2. House Keeping department
This section looks after the laundering and supplying fresh clean uniforms everyday
to kitchen staff. The housekeeping department is also responsible for the supply of
fresh dusters for the use in kitchen.
3. Front Office department
The front office department is rested with the responsibility for taking care of
group arrivals for their special food requirement of room guest if any.
4. Maintenance Department
This department is responsible for the smooth and efficient running of all
electrical and maintenance appliances of providing proper plumbing facilities beside
checking for fused bulbs, functioning of exhaust and fresh air blows in the kitchen.
5. Store Organization
Wherever the premises are and whatever the class of patron, certain
fundamentals are observed in the running of restaurant, tea-rooms and the like in this
class of business, owing to the perishable nature of the staff, partially the complete is
accomplished in one day. Raw materials are purchased in the morning , converted to
preparation and cooking into salable articles at lunch time and tea time for any
evening trade, then the taking art are place in the night safe as of the bank.
6. Accounts Department
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Success in the industry depends upon the keeping of the close watch on
the food cost, which represents the larger percentage of costs. The accounts food cost,
which represents the largest percentage of cost. The account department looks after
the tallying of the food cost against the food sale and to control kitchen costs and
update the chef on the day to day costs and sales of various food and beverage outlets.
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FOOD AND BEVERAGE SERVICE
1. PROBLEM
No enough stock of water goblet. Due to this, when the restaurant is very
busy there use to be shortage of water goblet.
SOLUTION:
Keep enough number of water goblets ready at the pantry and try
recycling them as fast as possible.
2. PROBLEM
There is shortage of staff at the room service department. Due to this the
food is delayed, and lot of workload is beard by few people this result in
bringing down the spirit of the service.
SOLUTION:
Appoint sufficient staff in the room service department.
3. PROBLEM
The banquet staff fall in providing a standardized service and fail to
interact with the guest. Their communication skills are very poor.
SOLUTION:
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The banquet staff should be very well trained to acquire basic service
skill and also communication skill, while recruiting them.
4. PROBLEM:
The strength of the work force of the service department does not suit the
work requirement. The service staffs are overloaded with work .the
result in work tension and bring down the spirit of staff.
SOLUTION:
The staff at the restaurant should be enlarged developing upon the
situational requirement and the food and beverage manager should try to
increase their moral.
5. PROBLEM
The uniform of the waiters are not presentable it is stained badly and
they haven’t been designed properly.
SOLUTION:
The uniform should be dry cleaned properly. Changed the design or
appoint a suitable designer to design the dress pattern.
6. PROBLEM The waiters do not do mis-en place properly.
SOLUTION :The captains should ensure that the waiters are doing the mis en place properly
7. PROBLEM The room service waiters do not do clearance properly.
SOLUTION :The room service captains should ensure that clearance is done properly or
not.
8. PROBLEM
Lack of briefing makes the staff not responsible in their works.
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SOLUTION : Briefing should be done in order to avoid confusion.
FOOD AND BEVERAGE PRODUCTION
1. PROBLEM
No proper presentation of KOTs from the service staff.
SOLUTION
KOT should be taken before giving the food by the kitchens staff. Order
should not be carried out on verbal promises of giving KOTs after some time,
because food cost may go if they forget about this during busy periods.
2. PROBLEM
The food was prepared in advance and kept ready, but the service staff picked
it up late. Hence the foods had become worm and not hot enough when the
guest came for dinner. The snacks and the Indian breads very also cold when
the host had his dinner.
SOLUTION
Electrically heated hot cases were brought and prepared food (except Indian
breads) was kept in that till service time
3. PROBLEM
The dish washing area is situated in the midst of the kitchen. This increases
chances of cross contamination.
SOLUTION
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The dish washing area should be located separately to avoid cross
contamination.
4. PROBLEM
Any kitchen equipment, which breaks down are not repaired
immediately.
SOLUTION:
The maintenance department should take immediate action on fixing the
equipment so that the kitchen activities can function smoothly.
5. PROBLEM
There is no training and guidance given to the kitchen.
SOLUTION:
A training schedule should be made for all kitchen trainees.
6. PROBLEM
The bakers are too small because the equipment’s are not arranged properly so
there is too much wastage of space.
SOLUTION – The executive chief should arrange for the space in bakery by
shifting the unwanted things from there and making it more spacious
7. PROBLEM
The exhaust is the kitchen is not working properly.
SOLUTION – The chef should make necessary arrangement with the
engineering department for the working of exhaust system
8. PROBLEM
There is one hot case rack.
SOLUTION – One more hot rack could be laid as whenever it is busy the
racks gets crowded. So for solving this problem an additional one could be
provided.
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FRONT OFFICE
1. PROBLEM
The front office staff appointed at the reception are not well qualified so
they take a long time getting used to the front office operation at
reception and puts extra burden on the experienced staff.
SOLUTION:
The personal department should select a qualified person for the job.
2. PROBLEM
The bell desk has less staff. So the guests have to wait for the luggage to
come up to their rooms especially there is several check in and check
out.
SOLUTION:
There should be at least three to four boys per shift. So they should
strengthen the desk staff at times when there a lot of check in or check
out so the bell captain should prepare the duty roster accordingly.
3. PROBLEM
The staff takes illegal advantage of Xerox machine at business centre.
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SOLUTION:
A register should be maintained at the business centre to record the
number of copies used by the guest and also for the official purposes and
keep a track of sheets taken from the store.
4. PROBLEM
In case of foreign guest especially from France, China, etc. the staff find
it difficult to communicate with the guest.
SOLUTION:
For this problem the hotel should appoint one staff who can understand
most of the foreign languages.
5. PROBLEM
The printer at the reception is old and was not operating properly due to
this the printing of the dinner coupons, occupancy report and various
other reports used to take a long time.
SOLUTION:
Make sure the printer is working properly or replace the printer with
another one and the maintenance department should check it once in a
week to make sure that it is functioning properly.
6. PROBLEM
There is one hot case rack.
SOLUTION:
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One more hot rack could be laid as whenever it is busy the racks gets
crowded. So for solving this problem an additional one could be
provided.
7.PROBLEM
The Minibar consumption of the guest has to be found out by the cashier
(from room service) and charge the guest accordingly at the time of
settlement. On a particular day the cashier did not do so and the guest
was not charged for the mini-bar consumption. By the time the cashier
realized this, the guest had checked out of the hotel
SOLUTION:
The front office staff must inform room service well in advance about
the expected departures, so that the room service staff checks the
consumption and inform the front office immediately. A copy of
expected departures was given to room service very well in advance and
the cashier was instructed to be in constant contact with the room service
during checkouts
8 PROBLEM
If the guest is asking anything about hotel or any other information, the
trainee students who are working in the information section are not able
to answer. There is no senior staff in this section.
SOLUTION:
The front office Manager should appoint a senior staff in the information
section to help the guest. And the trainees should not be allowed.
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THE HOUSE KEEPING DEPARTMENT
1. PROBLEM
The proper utilization of the housekeeping pantry.
SOLUTION
It was observed that there were no proper storage facilities for linen and even
the room amenities like soap, shampoo etc are not stored properly in the
shelves but are all mixed up. Thus it is proposed that different shelves be used
for separate room amenities and they are stored in an organized manner.
Enough linen should also be stored on every floor as it is a waste of time
bringing the linen from the basement to different floors daily. Replacement of
stocks can be done on a weekly basis. This should be ensured by the floor
supervisor and should be checked by the executive housekeeper from time to
time.
2. PROBLEM
Misuse of linen by hotel staff
SOLUTION
One of the most common problems in this department is the pilferage of guest
amenities by the staff. Some of the items that disappear are soaps, shampoo,
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shaving sets, combs etc. When need arises, it should be seen that there is
enough stock of these items. A strict watch should be kept on the guest
amenities being supplied by the executive housekeeper to the respective floor
supervisor. The executive housekeeper should keep a strict watch on the staff
especially the house keeping staff from using guest amenities.
3. PROBLEM
Clearing and maintenance standard not being adhered to for a guest his room
is his primary and most personal requirement and if he does not receive it in a
clean condition then he is not going to visit your hotel any more.
It has been observed that in a hotel the cleaning standards were not maintained
and there were many guest complaints regarding this. Moreover there was
always delay in cleaning of rooms. The hotel has approximately 17 rooms per
floor including single, double and suite rooms. And there were toe room boys
handling each floor, but there was a delay in cleaning and clearing the rooms.
SOLUTION
The hotel has a wide patronage of clients and hence it should see it that they
are able to live up to the standard expectation of the clients. This is very
important to keep up the standards, close supervision is very necessary. The
supervisors should see to it that every nook and corner and all dusty areas are
cleaned effectively. The hotel should also purchase modern electrical
equipment’s such as carpet shampooing,
4. PROBLEM
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Things like chef caps, aprons, gumboots, gloves etc are found
not available in housekeeping which causes in convince to staff
vacuum cleaners which not only reduce work load but also in
maintaining standards.
SOLUTION
The uniform room supervisor should check the inventory of the
above-mentioned things and incident for them when they are
finished.
5. PROBLEM
Considering the number of check in and checkouts the house
men find it very difficult to cope up in cleaning the departure
room as they are less in number thus delaying the cleaning.
SOLUTION
The number of houseman in a shift should be increased in
order to have the departure rooms cleaned early and have it
ready for sale.
6. PROBLEM
The curtains in certain rooms are not long enough to stop light from entering
the room. A guest, who was tired after a long journey, could not sleep because
of the light entering the room.
SOLUTION
when the guest left his room for some work the next day, the morning shift
room-boy changed the curtains.
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7. PROBLEM
The granite and Italian marble flooring at the lobby were mopped during the
morning shift. A gust wearing high-healed sandals slipped and sprained her
ankle. It was a big complaint and the FOM was called.
SOLUTION
Signboards were used henceforth (Actually sign boards were available but the
staff didn’t use it)
8. PROBLEM
The staff is not adequate to handle the department
SOLUTION
The hotel must recruit more skilled personnel to simplify the present job
conditions. Giving more attractive remuneration to the staff could do this
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CONCLUSION
Hotel industry is a phenomenon growing and developing with a boom and has
become a major industry. This is one of the virtues of being the guestfortune earner
and an employment intensive industry. It is estimated that 60- 70% of money spent by
the tourists goes on boarding and lodging on an average.
The hotel industry is undergoing tremendous change with respect to
management, service, marketing, etc. The management is becoming totally
professional with innovative thinking in administration of hotel functions. The old
concept of providing, food and bed has not been changed. This is found on the basis
of all the major chains expanding in order that the hotel has its own distinctive
features, service, function to be able to offer extra privileges to the guest.
This project has been prepared, after a training of six months at the Mascot
Hotel Trivandrum. The project includes profiles of the hotel, and looks into details of
various departments. The project's objective is to understand all the operational
expenses of the hotel. The understanding has only been achieved after training in each
department.
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The Front Office department, which is the nerve center of the hotel, is the first
point of guest conversation with the hotel. It deals with the functions like reservation,
check in/checkout, cashier service, etc. The House Keeping dept. helps in cleaning
and maintenance of all the public and guest areas. The F & B dept. has been divided
into service and production. The service dept. takes care of banquets, room service
and the restaurants. This is one of the major revenue-earning departments of the hotel.
The production dept. controls the kitchen and supplies food to the guest as well as to
the staff.
Other than four major departments of the hotel, there are many ancillary
departments in the hotel, which coordinate with each other for the smooth functioning
of the hotel. They all have major roles to be played in everyday life of the hotel
operations.
Thus on the whole it can be said that the project has covered all the major and
functional points of the hotel.
T JOHN COLLEGE 2009130
T JOHN COLLEGE 2009131
BIBLIOGRAPHY
1. PROFESSIONAL HOUSE KEEPING
2. TOURISM TODAY – MR. RATNADEEP SINGH
3. FRONT OFFICE MANUAL
4. SOUTH ASIAN HANDBOOK – MR. ROBERT BRADNOB.
5. HOTEL FOOD AND BEVERAGE SERVICE – DENNIS R. LILLCRAP