Training Report Final2

TRAINING REPORT

‘INDUSTRIAL TRAINING’MAY 2010 TO OCTOBER 2010

AT

INTERCONTINENTAL MARINE DRIVEMUMBAI

MR. ADITYA KUMBHAVDEKARROLL NO. 25

ANJUMAN-I-ISLAM’S COLLEGE OF HOSPITALITYMANAGEMENT STUDIES

B.Sc. (HS) (BACHELOR OF SCIENCE HOSPITALITY STUDIES)AFFILIATED TO THE UNIVERSITY OF MUMBAI

ACKNOWLEDGEMENT

My Grateful Thanks to Mr. Rukhsana Billimoria

Principal – Anjuman-I-Islam’s College of Hotel & Tourism Management

& Ms.Harshali Paul & Ms Rajshree Rotkar our Training Co-coordinator – Anjuman-I-

Islam’s College of Hotel & Tourism Management for providing an opportunity to work

in a one of the best and a prestigious property.

I would also like to thank Mr.Romil Ratra - General Manager

The Intercontinental Marine Drive, Mumbai & Ms.Sameera Magoo of The

Intercontinental Marine Drive, Mumbai under whom I had the privilege to receive my

training & their

guidance during my training.

Contents1) Information2) Special Offers 3) Restaurants & Bars4) Amenities & Services5) Tariff6) Location7) Distances To / From Hotel8) Room Comprise9) Room Amenities10) Dining and Entertainment11) Meetings and Banquet12) Facilities and Activities13) In Room Services And Facilities14) Guest Services15) Advantage16) Amenities17) Directions18) Department Details19) Chain Hotels20) Conclusion

Intercontinental Marine Drive InformationLocation: Marine Drive

Address : 135, Marine DriveMumbai-400020 India

Accessibility: International Airport: 27 KM, Domestic Airport: 17 KM, Railway Station: 1 KM

Locational Advantage: Intercontinental Marine Drive offers panoramic view of Arabian Sea and Marine Drive. 

Description:  Intercontinental Marine Drive is strategically located in the heart of Mumbai. The hotel offers magnificent view of the Arabian Sea and has set new standards for personalized service for business and leisure travelers. The hotel has luxuriously decorated rooms with generous proportions. The hotel offers a variety of cuisines and dining options including a rooftop venue.

Accommodation at Hotel Intercontinental Marine Drive Mumbai: Intercontinental Marine Drive offers a total of 58. These include: 11 Deluxe Rooms, 13 Bay View Rooms, 23 Seafront Rooms, 5 Junior Executive Suites, 5 Seafront Corner Suites and 1 Luxury Suite. All rooms on the 5th floor are non-smoking rooms, with a total of ten.

Restaurants: International Marine Drive offers 3 restaurants: Dome, Kebab Korner and Corleon.

Services at Hotel Intercontinental Marine Drive Mumbai : Reception, Hair Dryer, Multi-cuisine Restaurant, Credit Cards Accepted, Parking, T. V., Wake up service, Tea/Coffee Maker, 24 Hours Room Service, Gymnasium, Doctor on Request, H/C Running Water, Broadband Facility, Newspaper in Room, Fridge in all rooms, Direct Dialing STD/ISD Facility, Bar Facility

SPECIAL OFFERS

Insider experiences and practical value our special offers include the elements you need to get the most from your stay - whether you're travelling on leisure or business. To make it easier to find what you're looking for, they are grouped by theme.  Plus, look out for our Insider Experiences -- these packages let you discover the authentic local flavour, secret hot spots and special experiences.

Restaurants & Bar

KOH BY IAN KITTICHAIChef Ian Kittichai: The master-chef who introduced New York and Barcelona to the taste of contemporary Thai cuisine now brings his signature touch to Koh. Koh presents Kittichai's signature Thai cuisine, cooked using traditional methods blended with contemporary international styling with the best in service in an aesthetically designed space that perfectly blends the calm nature of the Thai culture with just the right touches of modernity, feeling that you've never been there, or done that.Location:  In Hotel - Lobby Services:  Lunch | Dinner 

There are several reasons to take your date to KOH, InterContinental Marine Drive's sexy new Thai restaurant. It's all slick black surfaces and plush leather with accents of purple, yellow and blue; you can't help but start your night at the curved bar that's right by the entrance; and you get to share sizzling stone rice for two, half cooked at your table over lava stone. Definitely the hottest table in the city.

Manned by Ian Kittichai, celebrity chef with successful projects in New York, Barcelona and Bangkok, dining here feels like a night out at a tony lounge in the Meat Packing District, complete with neon pink lights and metallic ceilings. Add to that impeccable service and food that gets progressively better with every course (Chai Mai soup – rice cakes – green curry - luscious coconut cheesecake), and KOH could easily be one of 2010's best moments.

CORLEONECorleone has raised the bar of the current home style Sicilian and Italian cuisine by making it a contemporary European cuisine restaurant with accents from around the world. This new cuisine at the restaurant exemplifies Chef Paul's emphasis on delectable food prepared with ingredients of luxurious quality. Using traditional cooking techniques in conjunction with a subtle modern-day twist allows the rich flavours to come to the fore.Location:  In Hotel - First Level Services:  Breakfast | Lunch | Dinner

The svelte minimalistic décor is unobtrusive and warm, the glass wine cabinet and fresh flowers and soft instrumentals add to the vigour of "Corleone", Mumbai's only Sicilian speciality restaurant at The Intercontinental Marine Drive. Master Chef Dario Dezio's accent is on light baked, roasted and fresh flavours. The Marchesi Di Barolo red, chilled to perfection accompanies our meal, as Crostini Salmone (Crostini of smoked Salmon with lemon) and Funghi Santa Croce (Roasted whole mushrooms with garlic lemon parsley) come in as starters. Ricuttaru (Roasted Ricotta steaks), Arragosta Allo Zafferano (chargrilled lobster with saffron dil sauce) and a delicious pizza-Contadina — with capers, olives, and sun dried tomatoes and assorted Sicilian and Italian cheeses highlighted the light yet sumptuous fare. What more than fine Gelatos (Italian ice creams) like Mango fragola E Champagne and Café E Sambuca to sign off a fine repast?

Kebab Korner

DOMEFew places are more romantic than a rooftop sky bar overlooking the sea and the twinkling lights of the city below. Dome, located on the hotel’s 8th floor, captures the mood with an informal, open-air lounge and terrace restaurant offering a selection of international grilled items, cocktails, premium wines and cigars. Soft light streaming through the dome’s glass adds a warm glow.Location:  In Hotel - Roof Top 

ROUGE BARA Setting like No other. Watch the Twinkling Lights of the Queens Necklace through the huge bay windows of this pink hued dome bar.Location:  In Hotel - Rooftop

DOME

As featured in the July issue of Conde Nast Traveler, the “happening white-on-white rooftop bar, Dome” is the place to be in India’s commercial, cultural and movie capital. In the midst of all this glamour, the 58-room InterContinental Marine Drive commands a sweeping view of the Arabian Sea. There are a number of fine dining options at the elegent hotel, but the al fresco rooftop venue stands out for its dreamy ambience. Voted Mumbai’s most Romantic Restaurant in the year 2005-2006, Dome serves grilled delights from the open kitchen on the terrace. From this open-air cocktail lounge, guests can take in spectacular sunsets and views of the Marine Drive promenade. An international selection of cigars and wines is found at the bar, lit by soft light sreaming through the domed glass.

Banquet: Onyx

It is a 2500 sq feet for a capacity of 150 pax.It is a suitable place for small conference.

TariffTariff Valid from 1st Oct 2010 Onwards...

Type - Per Room Per Night Tariff Start from

King Deluxe Bayview Room Double Occupancy on CP Plan USD 235King Deluxe Seafront Room Double Occupancy on CP Plan USD 244Junior Executive Suite Double Occupancy on CP Plan USD 365Seafront Corner Suite Double Occupancy on CP Plan USD 400Luxury Suite Double Occupancy on CP Plan USD 880

Inclusive :

Inclusive of Accommodation & Breakfast.

Luxury Taxes

Extra 10% Luxury Taxes.

Taxes for All Tariff & Package

Services Charges INR 125 / USD 3 (Includes Travel Kit of Voucher & Guide Map) + Service Tax on Total Amount as Applicable

Meal Plan:

EP-Room Only, CP-With Breakfast, MAP-Breakfast and Dinner, AP-Breakfast, Lunch and Dinner

LocationLocation: InterContinental Marine Drive Mumbai is located towards the south of the international and domestic airports. Church gate Station, the local train station, is one kilometer from the hotel.

Driving Directions: From both the airports, turn left from

Western Express Highway towards Bandra

Take a left to Mahim and then continue straight on to Worli then

Pedder Road After the flyover, take a right to the seafront,

called Marine Drive InterContinental Marine Drive Mumbai is three

kilometers down Marine Drive on the left

Distances To / From the Hotel

Church gate Railway Station - 1 km City centre - 2 km International airport - 27 km, 55 minutes by taxi

Cost of taxi: US$15.00 Domestic airport - 22 km, 45 minutes by taxi

Cost of taxi: US$12.00

Accommodation:

InterContinental Marine Drive Mumbai offers 59 oversized guest rooms and suites on six residential floors, featuring magnificent views of Marine Drive

and the Arabian Sea. 

Rooms comprise6 Deluxe rooms19 Deluxe Bay View rooms23 Deluxe Seafront rooms5 Deluxe Suites5 Deluxe Corner Suites1 Presidential Suite - I ONE

All rooms on the 4th and 5th floors are non-smoking rooms, with a total of 20. With the exception of the Presidential Suite, non-smoking rooms are available in all room types:

2 Deluxe rooms6 Deluxe Bay View rooms8 Deluxe Seafront rooms2 Deluxe Suites 2 Deluxe Corner Suites

Meetings & Banquets: InterContinental Marine Drive Mumbai offers a large room with in-built audio-visual equipment that can

accommodate upto 60 guests. 

Meeting Room measures 40 square feet by 30 square feet with a height of 18 square feet and can accommodate upto 24 people in boardroom style and 80 people in a theatre style. Located on the Lower lobby level.

Facilities & Activities:

The hotel offers an outdoor swimming pool on the rooftop, where guests can enjoy a leisurely dip. Health food and refreshing health drinks are available.

The hotel's exercise studio is open 24 hours a day.

The 24-hour Business Centre offers the following services:

Secretarial services Mobile / laptops / palm tops for hire Broadband Internet access Photocopying Fax

Guest Services:

• All Major Credit Cards Accepted • Banquet • Bar Service

• Business Centre • Car Parking • Convention Centre

• Courier Service • Doctor on Demand • EPABX enabled telephone facility

• Fax on Demand • Free Room Service • Fridge in all rooms

• Front Desk • Gym • Hair Dryer

• Hot/Cold running water • Internet Connection • Laundry

• Medical Facilities • Money Exchange Facility • Multi-cuisine Restaurant

• News Stand • Newspaper in Room • Power Backup

• Safe Deposit with Cashier • Safe Vault • Secretarial Assistance

• Swimming Pool • Tea/Coffee Maker in all rooms • Travel Desk Service

• TV • Wake up service

Advantage:

Intercontinental Marine offers panoramic view of Arabian Sea and Marine Drive.

Amenities and Services

HEALTH & FITNESS CENTRE (ON SITE)We have an exercise studio with basic equipment for use by in house guests only.ENTERTAINMENT & RECREATION

Live Entertainment Outdoor Pool

BUSINESS SERVICES Business Center Staffed Between 12:00 AM and 12:00 AM Copying Courier Service E-mail & Internet Facsimile Mobile Phone Rental PC available Printer Private Limousine Unstaffed Business Center High Speed Internet Access * Initial Fee: Rs.350.00  (INR)   Service Provider: Hotel PC available   Service Provider: Hotel Wireless Data Connection * Initial Fee: Rs.350.00  (INR)   Service Provider: Hotel

TRAVEL SERVICES Foreign Currency Exchange

DAY CARE & CHILDREN'S ACTIVITIES Baby-Sitting

HOUSEKEEPING & LAUNDRY Daily Housekeeping Dry Cleaning Pickup/Laundry Same Day Dry Cleaning Shoe Shine

ACCESSIBILITY Service Animals Allowed 1 Room(s) with Accessibility Standards Parking

PUBLIC SPACE DATA SERVICES PC available Wireless Data Connection * Initial Fee: Rs.350.00  (INR)   Service Provider: Hotel

MISCELLANEOUS A/C Public Areas Concierge Services Dedicated Lounge (or 24 Hour Lounge) Porter/Bellman Safety Deposit Box available at Front Desk World News - Global Newspaper Service

DIRECTIONS

DRIVING DIRECTIONSTURN LEFT AT THE WESTERN EXPRESSWAY TO REACH BANDRA. CONTINUE STRAIGHT ONTO THE BANDRA-WORLI SEALINK, THE FIRST EVER OPEN SEA-BRIDGE OF ITS KIND WHICH ENDS AT WORLI. FOLLOW THE WORLI SEAFACE ROAD AND TURN RIGHT ONTO DR.A.B ROAD AND CONTINUE ONTO PEDDAR ROAD. AFTER THE KEMP CORNER FLYOVER TAKE A RIGHT TO CHOWPATTY BEACH AND LEFT ONTO THE CITYS MAIN PROMENADE MARINE DRIVE. THE HOTEL IS 3 KM DOWN MARINE DRIVE ON THE LEFT.TRANSPORTATIONSanta Cruz Domestic Airport (BOM) Distance 22 KM / 13.67 MI SOUTH to Hotel Time by taxi: 45 minutes Time by train: 60 minutes Exit from Airport onto Western Express Highway and Drive towards the South. On reaching Bandra Use the Sea Link .Exiting the Sea Link move onto to Haji Ali and then Pedder road and Marine drive. the hotel is located on the left hand side of this stretch 

Mumbai International Airport (BOM) Distance 27 KM / 16.78 MI NORTH to Hotel Time by taxi: 55 minutes Time by train: 60 minutes Exit From Airport onto Western Express Highway and Drive towards the South. On reaching Bandra Use the Sea Link .Exiting the Sea Link move onto to Haji Ali and then Pedder road and Marine drive. The hotel is located on the left hand side of this stretch 

Train Station Name: Church gate Station Distance 1.0 KM / 0.62 MI WEST to Hotel Train Station Shuttle Included Walkable Distance of Three Minutes from the Churchgate Station 

DOWNTOWN INFORMATIONView our interactive map of the local area.MUMBAI (1.6 KM / 0.99 MI) One Hour: Haji Ali Mosque (10 KM / 6.21 MI) One Hour: Kerala Ayurvedic Health Spa (8 KM / 4.97 MI) Half a Day: Elephanta Caves (50 KM / 31.07 MI) Bombay Port Trust Garden (4 KM / 2.49 MI) 

Fort Walk (1 KM / 0.62 MI) Two Hours: Mani Bhavan (8 KM / 4.97 MI) Two Hours: Shopper's paradise (4 KM / 2.49 MI) Victoria Terminus (2 KM / 1.24 MI) Fashion Street (2 KM / 1.24 MI) Babu Amichand Panalal Adishwarji Jain Temple (3 KM / 1.86 MI) Marine Drive (1 KM / 0.62 MI) Dhobi Ghat (5 KM / 3.11 MI) Banganga Tank (4 KM / 2.49 MI) 

HOUSE KEEPING

DUTIES AND RESPONSIBILITIES: EXECUTIVE HOUSEKEEPER:

A. Developing plans, actions and standard operating procedures for administration and operations of the department.

B. Organizes and co-ordinates work of house-keeping staff.

C. Develops budget for house-keeping linen to ensure that the department operates with established cost while providing maximum services.

D. Maintain strict inventory and purchases control overall cost.

E. Incorporates new techniques methods, equipments and material that will improve the over all operation of the department and provides more efficient operation at the reduced cost.

F. Purchasing of furniture, fittings, furnishings, linen, choosing color schemes for rooms and decoration is done by the Executive housekeeper in consultant with the Assistant housekeeper.

FLOOR SUPERVISOR:

A. Checks the guest rooms and keeps the required standard.

B. Checks the maintenance of the room and if any problem regarding the maintenance the supervisor calls the Maintenance department and informs them about the problem and calls them for rectifying it.

C. Take the Occupancy of the floor and enters it into the Day- log.

D. Fills out log reports, Extra item reports and special cleaning reports.

E. Checks all the rooms with complimentaries and supplies according to the room check list.

F. Attend to the guest requests and complains.

G. See to it that the staff works regularly and according to the time allotted and in clean uniform.

H. Notes down the scanty baggage on the floor and registers lost and found property.

I. Takes V.I.P. arrival on the floor.

J. Distributes key cards to the room attendants.

PUBLIC AREA SUPERVISOR:

A. Inspects the areas which come in direct contact with the guest.

B. Inspects the daily cleaning of mainly all the restaurants and banquet halls.

C. Checks the grooming of the staff thoroughly as the work area is in front of the guest.

D. Maintains Log reports.

E. Maintains a good relation with the maintenance department.

F. Takes the briefing in the beginning of the shift and allots duties as the duties are situated at the different corners of the hotel.

G. The chandeliers, lamp shades, wooden carvings, carpets and guest lifts are all looked after by the public area housekeeper.

H. She carries a paging bleep with her because it is not possible for her to stay in one place. Anyone who has to co-ordinate with her has to page for her through the paging department.

UNIFORM AND LINEN ROOM SUPERVISOR :

A. Takes the inventory of the linen every week.

B. Checks linen , if torn then its discarded.

C. Checks discarded linen of every floor and takes the count of every floor.

D. Takes count of staff uniforms.

E. Sends par stocks of every floor on daily basis.

House keeping function can be broadly classified under following Parts: i. FLOORS

ii. PUBLIC AREA

iii. FLOURIST

iv. LINEN & LAUNDRY

v. DESK

SHIFT TIMINGS:

House-keeping department works in three different shifts. Those are:-

Morning : 7.00 a.m to 4.00 p.m.

Afternoon : 2.00 p.m to 11.00 p.m.

Night : 10.00 p.m to 7.00 a.m.

LINEN TROLLEY:

HAND CADDY:

CHEMICALS USED AS SHOWN ABOVE:

W/C also knows as R-6 a blue colored liquid.

TrideVACUUM CLEANER:

LINEN CHUTE:

VANITY COUNTER:

ON THE VANITY COUNTER:

Ash tray.

Two gargle galss with coaster.

Tissue box.

Bud vass.

Soap with soap dish.

Two tissue roll in the Bathroom.

Dustbin with Disposable bag.

An Hairdryer.

Two soaps, the bigger one near the Bathtub and the smaller near the Vanity counter.

Body gel and lotion near the bath tub.

BATH LINEN SUPPLIES:

Three Bath towel.

Two Hand towel.

One Bathrobe.

Three Face towel.

One Bath mat.

WARDROBE:

Two Satin hangers.

Four Clip hangers.

Four Wooden hangers.

A pair of Slippers.

Two Jute bags.

An Umbrella.

A Shoe shiner

Laundry bag.

Laundry service form card.

WRITING TABLE DRAWER:

In room service menu card.

Directory of the services offered by the hotel.

Writing folder – Six writing paper, three envelope, Two picture post card, One comment card, One pencil.

Three Breakfast card.

A leading hotel book.

ON THE TAB:

Scribbling pad and a pen.

Appointment card.

Calendar.

Telephone.

ON THE BEDSIDE TABLE:

Two bottles of Mineral bottles.

Two glasses with coasters.

Scratch pad with pencil.

Remote control.

Room entertainment card.

Yellow pages.

Bhagwat gita and Bible.

ON THE CENTER TABLE:

Five magazines.

Four newspapers.

Two trays, one for fruits and another for the knife and napkin.

Ashtray with a matchbox.

Bud vass.IN-ROOM SAFE:

BATHROOM AMINITIES:

BATHROOM OF AN EXECUTIVE ROOM:

BATHROOM OF A STANDARD ROOM:

AMENITIES ON THE BATH TUB:

Handicapped room:

There are various things taken into consideration while the construction of a handicapped room:-

1) The height of the bed is lower as compared to other standard rooms bed

2) The electricity switches are at a lower level.

3) There is no poof besides the chair.

4) There is enough space between the bedside table for the movement of wheelchair.

5) There are adjustable slides between the vanity counter.

6) The height of the washbasins can also be adjusted.

7) There are two eyeholes on different levels.

8) In the bathroom there is a seat that can be adjusted accordingly below the shower.

9) There is no bathtub and there are curtains instead of doors outside the bathing area.

BATHROOM OF A HANDICAPPED ROOM:

TURN DOWN SERVICE

1. In turn down service the bedcover is removed.

2. The headcover is removed from the other corner.

3. Turn down tray is kept on the end of the bed at the angle of 45 degrees.

4. Curtains are drawn.

5. One night lamp is put on.

6. In bathroom the bath mat is unfolded and kept near the bathtub and shower cubicle.

The TURN DOWN TRAY consists of:

One Breakfast card.

One Newspaper card.

One Comment card.

One Room entertainment card.

One Laundry service card.

One Laundry bag.

One Shoe shine.

One Body lotion.

SUPER ROOM CLEANING SYSTEM

START

Hang the clean card on the knob.

Wheel your trolley outside the room half way so that you can freely move in and out.

Take your vacuum cleaner in the vestibule section.

Bring in your ladder /feather duster/cobweb brush/ window cleaning equipment.

Clean the windows outside including the channels and frame wit feather duster using the glass cleaner and squeezy. Clean the window panes straight down in smaller window and S shape cleaning of big window panes.Lift the water from the frame work with sponge. Dry the frames area with White Duster.

Inside area window to attend after high dusting of area is attended Cobwebs are removed with the cobweb brush.A/C vents and exhausts to cleaned with vacuum cleaner.Ceiling fan to be dust clean with feather duster and wipe the fan with sponge and detergent and wipe dry with dry duster.

Use the feather duster to clean the walls after high dusting is over.Attend to your windows panes from inside including the cannels and frame work.

Prepare warm water and add multipurpose cleaner.Damp all doors/frames and skirting wit sponge in diluted detergent. Wipe all these surfaces with yellow colour coded duster to dry.

Dust ceiling lights with dry duster and glass globes, brush lampshades or use vacuum cleaner. If stained wash the lamp shades.

BATHROOM

Clean bathroom, washbasin and toilets if used through the dayEmpty the waste paper bin (if wet or dirty washes and dries it up)

Replace the sanitary bag if it is used.

Replace all soiled towels and other bathroom linen except towels that are left hanging in regards to the environment initiative.

Fill up amenities such as tissue and toilet paper . replace other amenities if used , but leave used and not finished in the bathroom .Ensure the mirror are cleaned and no soap

marks are left on the vanity counter.

Place the shower curtain in the bathroom on the shower head side; make sure that the bathroom floor is dry and clean. Place the bathmat on the floor parallel to the bathtub.

On the way out visually screen to make sure that everything is neat and tidy and that you are not forgetting or leaving behind.

Have a look around the room, close the heavy curtain, make sure no lights comes in, switch off all the lights except the bedside table and night lamp

If the guest is in the room do not switch off the lights. Wish him/her pleasant evening and move out from room.

Make sure to close the wardrobe door and check if the lights are switched off,While leaving the room make sure you take your key tag and close the door properly.

Note down the time on the assignment sheet.

HOUSEKEEPING EXECUTIVE DAILY REPORT

Name: Day/Date:

OOO Rooms of floor

Rooms # Date Reason

Out of service:

Super clean room:Room #:Pm:Room #:Deep cleaning rooms cleaned and written inspection attachedRoom #:All VIP arrival rooms checked yes

NoRoom #:

All room categories have been informed to PM housekeeperYES

NO

DND Rooms not cleaned today Total #:

Refused service rooms, not to be cleaned today as guest’s requests

Late service room. ___________________________

Room no.

No Baggage rooms:

Baggage rooms:

Out of station rooms: Refused rooms to be cleaned today after 4pm as per guest request Room #

Written log book no. Yes No

Any employee concerns: Yes No

If yes, explain and discuss:

Any supply shortage or an broken equipment to pair Todays Emergencies or unusual happenings, room to be taken for general cleaning ,tomorrows highlights, priorities(H)

FORMATS

DND RESPONSE SHEET DATE: / /

ROOM AFTERNOON RESPONSE EVENING RESPONSE

HANDOVER SHEET –DND

Floor Occupied rooms not Occ rooms not serviced for Turn down service Serviced for the day the day- evening shift not given Morning shift

Occ #’s not service1 For the day-night 2 shift.

3

CO-ORDINATION WITH OTHER DEPARTMENT :

The housekeeping department plays an important role in the selling of rooms. It

is mandatory that a room for sale is cleaned and cleared in time. It has to be of the

highest standards. This involves good upholstery, equipments like mini fridges,

televisions, lamp shades, air conditioners, hair driers, etc. All these should be in

excellent working condition. For all the above there should be a co-ordination with the

following :

FRONT OFFICE:

The rooms prepared for the guests are actually sold by this department. The front

office sells the rooms through the different modes of reservation and by the reception

across the counter. The lobby is very busy and the housekeeper checks with the lobby

manager about the slack times.

MAINTENANCE:

Every room is checked by the floor supervisor for any faults or failures in

equipment like T.V., fridge, air-conditioned, lamps, hair dryers, cable or music system,

etc. Jobs like spray painting, plumbing and carpentry is handled by the maintenance

department. This is an equally important department because even a small fault in a

room or in a public area can spoil the reputation of the hotel.

NIGHT SERVICE:

The rooms cleaned after 7.00 p.m. are given night service. When the bed is

already made, the bed is turned down and the bed cover is kept in the wardrobe. This is

called a night bed.

The general procedure for cleaning a room in the morning is as follows:

a) Knock on the door of the room to see if the guest is in the room. In case the guest asks

if he requires the room to be cleaned.

b) If the guest does not reply to the knocking, in a loud and clear voice announce that you

are from housekeeping.

c) Open the curtains to allow sunlight to come in.

d) Remove all room service equipment and keep them in the pantry.

e) Remove all soiled linen and shake it well to dislodge any articles in it.

f) Make the bed with fresh linen, fold the clothes lying on or around it and keep them in

the wardrobe.

g) Dust the furniture in a clockwise or anti clockwise directions so as to make sure no

piece of furniture is left out. Check all electrical points while dusting.

h) Replace the stationery.

i) Clean the bathroom, sanitary area and mirror.

j) Keep fresh bath linen and toiletries.

k) Mop the floor of the entire bathroom right up to the door.

l) Vacuum clean entire room up to the door.

m) Switch off all lights and ensure that the air conditioner is

switched on.

n) Close the door firmly when leaving.

The night services differ from this in some ways:

a) Clean the room if required.

b) Switch the bed side lamp on.

c) Remove the bed cover, fold nearly and keep it in the wardrobe.

d) Turn down the bed depending on the paxin the room. If there is one person in the

room then turn down the bed on the side of the phone.

e) Dust room if necessary.

f) Place the breakfast card on the pillow.

g) Draw the curtains.

There are some things that a room boy has to remember. For example, all the rooms in the old building are given a fruit basket, a chocolate box as complimentary by the hotel. Another area that the room boy has to be alert on is the lost and found articles. In case the guest is somewhere in the lobby the item can be returned to him. During the cleaning of the room, the room boy should take care not to disturb the belongings of the guest.

DESK HOUSEKEEPER:

The house-keeping desk plays a vital role in the free functioning of the housekeeping department. Around this area the whole housekeeping department is co-ordinated. The desk receives all the calls from outside. The requests of guests for rooms to be cleaned, extra supplies, complaints, calls from different parts of the hotel seeking information, the housekeeper co-ordinates the whole department together by channeling the work in the right direction. She has to maintain various registers, log books in order to give her the required information at hand.

There are various registers maintained by the desk house-keeper. Such as

1. RECEPTION HOUSEKEEPERS DEPARTURE REGISTER:

When the housekeeper receives information that a room has been vacated

she notes the time of departure and the time when the room is cleared. In case the

room has to be allotted to a guest before and if it has been cleared then the

receptionist's name asking for the room is noted.

There is another register where she fills in the departure time, room boy's

name cleaning it, in what time was the room is cleared. In case there is a

complaint from reception for room cleared very late or from a guest for a non

cleaned room, the housekeeper can trace it to the minute.

2. CALL REGISTER:

Sometimes there is a call from the guest for a room to be serviced. These calls

are registered. The other calls registered are from the room boy or housekeeper

for maintenance check up. These messages and time is noted and when job is

allotted to the room boy, his name is written down in the register.

3. NIGHT AND DAY LOG :

The night log is filled by the afternoon and night shift housekeepers for rooms

not services, messages, guests complaints and requests, under repair room, red

slip rooms or do not disturb rooms.

4. PLACEMENT REGISTER:

Here all the rooms allotted to each room boy, housekeeper and trainees names

are entered. This register is very important since it gives information about the

placement of every housekeeping personnel.

5. RED SLIP BOOK:

All major repairs done in the room are entered here. These repairs require the

rooms to be blocked for some period of time. The time for which the room has to be

blocked is d.

6. LOST AND FOUND REGISTER:

When a departure room is cleared and redone, there is a possibility of

coming across property left behind by the former guest. If possible a room is checked

as soon as the guest leaves. In case he has left behind something it can be returned to

him immediately if he is in the hotel premises. If an article is found after the guest

leaves the hotel. It is sent to the housekeeping desk. The Lost and Found Register is

filled in triplications. The first white copy is placed with the article which is wrapped

and kept in a plastic bag. The second green copy goes as a record. The serial,

number of the item written of the bag as a record.

Besides all the registers the equipment that helps the desk housekeeper is the

paging board. It has bulb knobs for all the floors. When any message or information

has to be relayed to any message or information has to be relayed to any floor the

bulb is put on. The light goes on the floor and pantry and is indicative of a message

at the desk.

FLORIST:

The florist in the hotel works independently but comes in close contact with the

housekeeping department. This is because some of the rooms are provided with a floral

arrangement daily. A set pattern of flower arrangement is made for all rooms. The

flowers in the public areas are also the responsibility of the public area supervisor who in

turn informs the florist regarding any change of flower. Daily budget is sanctioned for the

florist; they have to manage it in that budget.

PUBLIC AREA: BRAND STANDARDS OF THE DAY

While interacting with the guest, associates will maintain eye contact; have a pleasant

expression and a smile on their face. Associates will speak clearly and use the guest’s

surname (prefixed with the appropriate English salutation) in a natural manner.

1) Telephone service will be attentive and all calls will be answered within 3 rings.

Guest’s permission will be sought before putting them on hold. No guest will be kept

on hold for more than 10 seconds. In case the waiting period is longer, the associate

will offer to call back and do so within 5 minutes. The guest’s surname (prefixed with

the appropriate English salutation), once ascertained, will be used in a natural

manner, not more than twice, during telephone conversations.

2) Guests should not hear any background noises while talking on the telephone.

3) Associates will adhere to prescribed standards of grooming and hygiene. Their

uniform will be in excellent condition and well-laundered. Associates will always

wear a clearly visible name-tag.

4) Associates will escort the guests at all times rather than simply give directions.

5) Associates will communicate all guest preferences and feedback, and will ensure that

this feedback is recorded.

6) Associates will own, resolve and report all guest complaints and difficulties that come

to their attention, breaking away from their routine work to address guests’ problems.

7) When handling guest complaints or comments, colleagues will listen fully, calmly

and sincerely, apologize for any inconvenience, precisely describe the action that will

be taken and follow up immediately.

8) Guests will never be told, “No”, but will be offered alternative solutions.

9) If a problem involves a response from other associates, all details will be carefully

relayed, so that it is never necessary for the guest to repeat himself / herself.

10) The General Manager / Resident Manager / Heads of Departments will respond to all

complaints within 24 hours.

11) Guest’s requests will be repeated to ascertain accuracy. These include wake-up calls,

messages, reservations, in-room-dining orders and all instructions. This will reassure

the guest that associates have understood their requirements accurately.

12) Guest elevators are for the exclusive use of guests. Associates will only use the

service elevators.

13) Under no circumstances are the guests to be disturbed when the ’Privacy Please’ sign

is displayed.

14) The guest’s privacy and confidentiality will be maintained at all times.

15) Associates will anticipate and meet guest’s needs. Guests will not have to ask for

anything that can be anticipated.

16) Facsimiles and packages will be delivered to the guest room within 15 minutes of

receipt.

17) Messages will be placed on the writing desk in the room, if the guest has not placed a

locator.

18) Guests will never be told, “No”, but will be offered alternative solutions.

19) While interacting with the guest, associates will maintain eye contact; have a pleasant

expression and a smile on their face. Associates will speak clearly and use the guest’s

surname (prefixed with the appropriate English salutation) in a natural manner.

20) Telephone service will be attentive and all calls will be answered within 3 rings.

Guest’s permission will be sought before putting them on hold. No guest will be kept

on hold for more than 10 seconds. In case the waiting period is longer, the associate

will offer to call back and do so within 5 minutes. The guest’s surname (prefixed with

the appropriate English salutation), once ascertained, will be used in a natural

manner, not more than twice, during telephone conversations.

21) Guests should not hear any background noises while talking on the telephone.

22) Associates will adhere to prescribed standards of grooming and hygiene. Their

uniform will be in excellent condition and well-laundered. Associates will always

wear a clearly visible name-tag.

23) Associates will escort the guests at all times rather than simply give directions.

24) Associates will communicate all guest preferences and feedback, and will ensure that

this feedback is recorded.

25) Associates will own, resolve and report all guest complaints and difficulties that come

to their attention, breaking away from their routine work to address guests’ problems.

26) Guests will never be told, “No”, but will be offered alternative solutions.

27) Guest’s requests will be repeated to ascertain accuracy. These include wake-up calls,

messages, reservations, in-room-dining orders and all instructions. This will reassure

the guest that associates have understood their requirements accurately.

28) Guest elevators are for the exclusive use of guests. Associates will only use the

service elevators.

29) Associates will anticipate and meet guest’s needs. Guests will not have to ask for

anything that can be anticipated.

30) Under no circumstances are the guests to be disturbed when the ’Privacy Please’ sign

is displayed.

LINEN ROOM LAYOUT

Staircase Rewash trolley space for parking trolley Double single Duvet cover bed sheet60 50 Double singleDuvet cover bed sheet80 100 Double single Bed sheet duvet cover 100 60

Rod for Bath sheet bed sheet bathrobe, dressing 100 100 gown (200,300) Bathmat 100 bath sheet 100 Bath sheet 100 bath sheet 80

LAUNDRY DEPARTMENT

Tailor room

Folding table

Hand towelBathmatFace towelFolding

tableFT

FTFT

LINEN COUNTER

LINEN TROLLEY LOADING PLAN

RACK NO. ITEM QUANTITY AVERAGE PIECES

1 Bath Linen Bath sheet 27 Hand towel 60

2 Bath mat 36 Face towel 46

3 Bed linen Double bed linen 20 Double duvet 08

4 Single bed sheet 15Single duvet 08Pillow cover 80Laundry bag 36

The linen on the palace wing is sent only for a particular floor as the linen sent to the tower wing is sent collectively for two or three floors.

MEASUREMENTS FOR DIFFERENT LINEN USED:

1. Hand towel 16 inch * 24 inch

2. Face towel 12 inch * 12 inch

3. Bath towel 40 inch * 75 inch

4. Bath mat 53 cm * 76 cm

5. Single Bed sheet 72 inch * 108 inch

6. Double Bed sheet 118 inch* 118 inch

7. Bed sheet for King

Size bed 290cm * 290 cm

8. Single Duvet cover 73 inch * 88 inch

9. Double Duvet cover 274 cm * 278 cm

10.Bath robe 112cm * 70 cm

The different types of Bathrobe ued in the hotel for the guest :

1. Regular Bathrobe : These are the bathrobes which are placed in a

standard room.

2. Poolside Bathrobe : These are the bathrobes which are used near the pool area.

3. Baby Bathrobe : These are the bathrobes specially made for children

according to their size.

4. Robe Kimono : These are the special type of robes imported from Japan.

These are the special robe usually provided to the Japanese guest.

DETERGENTS USED IN LAUNDRY:

I. CLAX 100

II. CLAX BUILD

III. CLAX EXTRA SOFT

IV. CLAX RR SOUR PLUS

V. CLAX SONRIL

These chemical detergents are manufactured by “JOHNSON DIVERSEY”.

These chemical detergents are always diluted with water and then used.

ABOUT MACHINES :

Daily on average 1800 clothes are being washed in the laundry which comprises of the

guest as well as the employees uniforms.

WASHING MACHINES USED :

The washing machines used in the laundry is a product manufactured from America

named L-TRON. Its capacity is 450lbs.Anti bacteria is added while washing .Firstly its

diluted and then used. It takes 45 minutes to complete one cycle of washing.This machine

is used only for the employee uniforms and the hotel linen.

Even the machines named Rallies and Unimac are used.These machines are used only for

the guest clothes.Rallies has the capacity of 90 pounds whereas Unimac has two types of

machines being used. One machine has the capacity to take 65 pounds whereas other

machine has the capacity of 35 pounds.

DIFFERENT TYPES OF PRESS USED IN LAUNDRY:

Everyday 1800 clothes get ironed in the laundry. The machine used in the laundry is of

UNIPRESS.

There are two types of machines for Dry clothes and also for Wet clothes.

For Dry clothes :

For the ironing of Dry clothes the machine used is called as UNIFORM MUSHROOM

PRESS or is also called as STEAM MACHINE. Here all types of fabric linen are pressed

except the fabric named Cotton. Here the guest as well as employee uniforms are ironed.

The employee who uses this machine has to complete his ironing lot of around 1200

clothes in the time span of his shift i.e. may be 8 a.m. – 4 p.m. .The linen gets ironed with

the help of the steam.

For Wet clothes:

Mainly in this machine not all types of linen is ironed. Only Cotton fabric is ironed. In this machine even linen which is starched and it needs stiff iron then this machine is used. Even here both guest as well as employee linen is ironed. The burden on the employee who’s working in this machine is comparatively less than the employee working in the Dry press machine because here only particular type of linen is ironed.

The other machines used for the ironing of the linen such as Bedsheets, Duvet cover are called as Caroline folder machine. This machine irons the linen and then partly folds the linen any then come out of the machine. This machine is also called as the four roller machine. This machine is manufactured by the company named “JENSEN”.

When the floor requires linen from the laundry they have to give a call in the laundry and the room boy has to provide them with the requirements for the floor pantry. The laundry man takes the linen trolley on the same floor with the linen required as per demanded by the room boy from where the call had come.When the call has been attended by the laundry personnel it is registered in the register. This is maintained to keep a track of total linen requirement on a particular floor. This is how a hotel laundry functions.

FOOD & BEVERAGE

FOOD AND BEVERAGE SERVICE

The second major revenue producing department of a hotel is the Food and Beverage

Service Department. A 5-Star hotel provides different cuisines and varied styles of

services to the guest. All 5-Stars have a Coffee shop, Specialty restaurants, Poolside

restaurant, a bar. The Intercontinental Marine Drive is one of the leading hotels of the

world and provides for all the above and more. The hotel boasts of one coffee shop, one

Thai speciality restaurants, one of which has created waves among the social circles of

Mumbai ; Indian and Italian specialty restaurants, two bars, poolside snacks. There is

one banquet room which can host small functions and room service to all the 58 rooms of

the hotel.

The department is headed by Mr. Irfan Khan who is the Food and Beverage

manager. Each restaurant has its own manager who mans his own team. The restaurant

has their separate kitchens (satellite kitchen) and the banquet are catered for by the main

kitchen. This is a very vast department and requires skill and good co-ordinatoin to

handle it.

Smile for every guest. A smile is a universal symbol for hospitality.

Eye contact. That shows that you care and that shows the initiative towards the guest.

Reaching out to every guest.

Viewing each guest as special.

Inviting guest who returns.

Creating a warm atmosphere of hospitality & satisfying guest needs.

Excellence in everything we do.

DUTIES AND RESPONSIBILITIES FOOD AND BEVERAGE MANAGER :

1) To set standards and to assure compliance of these standards by all outlets and staff.

2) To promote sales and to establish business contacts for the hotel and determine guest preferences and complaints.

3) To keep constant contact with related departments such as Food production, House-keeping etc.

4) To take corrective action at the time of service breakdown in the department.

5) To maintain close contact with the Food production department to suggest changes in the menu.

6) To maintain contact with the F & B controls division to determine outlets showing discrepancies and take corrective action.

OUTLET MANAGER:

[Restaurants, Room service, Butler]

1) To ensure the adherence of his outlet to the standards of the management.

2) To maintain constant contact with all related departments such as Food production, Housekeeping etc.

3) To promote sales and Business contacts for the hotel.

4) To take a corrective action during the service breakdown of the outlet.

5) To maintain contact with the guest to find out their complaints and preferences.

6) To ensure daily sales touch or to exceed the budgeted amount.

7) To inform the chef incase of any problems with the food.

8) To determine F&B controls, discrepancies if any and take corrective action.

9) To take appraisals of staff working under him on a daily basis.

10) To take staff briefing at the beginning of the each shift and discuss matters of concern, question or special instructions.

CATERING ASSISTANTS:

1) There are a total of 8 catering assistants or supervisors who co-ordinate between

the mangers and the waiters.

2) They get work done from waiters and are present during the party to see that the

party runs smoothly.

3) He has to check that none of the items are missed out in the rush.

4) When the waiters are overworked, he has to boost their morals and get work done

from them.

The supervisor in the night shift should check the party menu sheet for the next day. He

has to discuss with the chef in the main kitchen about service of food. Some dishes are

served in chefonade dishes and the others in brass handle. The number of sections for

food depends on the total number of guests. The cheffing dish contains food for 50

people. The catering assistant should mark this in the menu so that the waiter finds it easy

during food pick up and buffet setting in easy.

JOB DESCRIPTION:

FOOD AND BEVERAGE MANAGER:

He is the overall in charge of the food and beverage department. He has to see that the

highest standard of professionalism on services are maintained and are up to the standard.

He has to brief the Restaurant managers, Banquet mangers if there are any new policies

regarding F & B department or on some new methods and style of service which has to

be followed. He/She also keeps the track of overall sales of various F & B outlets and

discusses ways and means of boosting sale and profit.

RESTAURANT MANAGER:

He is overall in charge of an particular restaurant. He is responsible for the smooth

running of the restaurant. He has to motivate his staff so that they give off their best

results and standard of service. He should brief his staff about various selling techniques,

so that the sales of the restaurant rise. The manager should keep good check on his staff

so that there is no lapse on their part which could harm the prestige of the hotel as well as

the restaurant.

HOSTESS:

The hostess stands at the door of the restaurant and welcomes the guests. She should have a pleasing personality and should have good communication skills. The hostess “meets, greets and seats” the guests. It is also here responsibility to answer the phone as and when it rings. She also makes reservations and writes the details in the table reservation book. She gives and collects this register from room service at the end and beginning of the shift respectively. This ensures that guest calling during non-operating hours can make a booking through room service. She usually presents the menu to the guest and can take orders and help with service if it is required. She should also be able to answer guest queries regarding the menu, or any thing else. She must be confident yet friendly and professional in her approach to the guest.

WAITERS:

Waiters are responsible for service to the guests. Each waiters is allotted specific

jobs e.g. in a cocktail party, one waiters stands at the bar, one circulates the drinks and

snacks and the third is responsible for the clearing and serving of water. Similarly, tasks

are divided among the waiters. There is no set task of job they do, because in a banquet a

guest may ask for an item which is not in the menu. Depending on the availability, the

item may be served. e.g. a request for coffee by a guest when it is not on the menu. It is

better to please a guest as guest a satisfaction is of prime, importance. The physical task

of brining tables and chairs and placing them is not their job, but they have to frill and

scallop the table cloth, do the mise en place like getting the plates from stewarding,

cutlery from the silver pantry, setting up a butrer, a bar or coffee/tea service.

Food pick up is an important duty and must be carried out carefully. The waiter

should take a hot trolley and go to the kitchen. The food items must be checked

beforehand, some dishes are served in cheffing dishes while others are placed in the right

utensils. Before going to the cold kitchen for salads, he should inform the main kitchen to

keep the food ready. Once the food is placed on the buffet table, he has to make sure and

check carefully if the guest table etc. The waiter has to be alert and observant. Any

complaint about service, cold food or slack service gives a bad name to the entire

organization.

BANQUETS

A banquet is a meeting of 10 or more people, held in a banquet room or outside

the hotel. This is one of the prestigious departments in the hotel, and attracts clientele

from all parts of society during the various functions organized in the banquet rooms. The

department functions 20 hours a day, but the preparations for the banquet may be carried

out long before the actual day of the function. As mentioned earlier the banquet may be

held in the hotel premises or outsides.

Intercontinental has only one banquet known as “Onyx”

Cutlery & Crockery is used of a very good quality. The Crockery used is of

‘Royal Thai’ & Wedgewood. EPNS cutlery is used to give a nice look. The cheffondishes

are made of steel and handis used are made of brass. The Cutlery used is manufactured

by the Tiffany industries and Chstofime industries. Tin of wax fuel are used to keep food

hot. Tea pots, milk pots are used in any sitdown; otherwise hot water urns which work on

electricity are used. Tata tea bags are used to make tea and Nestle coffee powders are

used to make coffee. Round or rectangular EPNS salvers are used. Linen used is mostly

pure cotton. Napkins are small and square in size i.e. cocktail napkins and large size

napkins i.e. dinner napkins. Maroon, Blue & White coloured satin lace are used to cover

buffet table. If any party demands of any particular colour theme, then strip of knitted

cloth is wrapped to the chair cover. Flower arrangements are kept in the room if guest ask

for it. If guest asks for a big and fancy flower arrangement, then the otherside florist is

called and the guest is charged for it.

Any guest request like mike, microphones, podium, computer, light effect, overhead projector, TV is provided to guest and he/she is charged for each item on hourly basis. The mineral bottles are provided if guest have asked for it. If there is a bar setup in the party then the alcohol brand is decided between the guest and the banquet manager. If guest wants to give alcohol from their side, then guest can bring his alcohol but he has to pay some charges for it. Before service bottle count is taken and is given to the guest. At the end of the party it is checked whether how many bottles have been used so that the guest can be charged correctly. Sometimes guest ask for fresh fruit juices or soft drinks, then he is charged separately. Mostly fresh watermelon and sweetlime, canned pineapple and orange juice are served

Food for banquet comes from the main kitchen. When guest comes to view the

hall that time the menu is decided. The Banquet office staff does this work. The different

banquet menus are decided and their rates are also fixed, but they can be changed if guest

ask of different menu. Respective menu cards are presented to the guest and the guest

have to select the menu from the given option. The rates of the cocktail snacks are

ordered in dozens. The rate is charged according to per dozen. If guest ask for any cake

then he is separately charged for it.

CO ORDINATION WITH OTHER DEPARTMENTS:

MAIN KITCHEN:

The main kitchen is the banquet kitchen. The layout of the kitchen is basically

divided into three major sections i.e. the Indian section, the Continental section and the

Chinese section. The food served in the banquet is prepared here and therefore the

kitchen contributes 50% factors required to make banquets successful. When the menu is

presented to the guests, some of the factors taken into consideration are :

1. Capacity of the kitchen.

2. Seasonal vegetables.

3. Other functions of the day.

When a very big party is organized the menu should be decided in consultation

with the Executive Chef. He is the best informed and trained to advice the combination of

food cocktail and desert.

The food is prepared long before it is served to the guest. The pick up time of

food is an hour before time of the service. So the banquet staff should keep in close

coordination with the kitchen and inform the staff about any changes in the time of food

service.

FRONT OFFICE:

The information counter should be informed about the banquet functions for the

day. There is a board in the lobby which gives a list of the function during the day and

should be read by the reception staff. Some of the bills are paid by credit cards or

companies. It’s the front office cashier who handles these transactions. Paid outs for tips

are also collected from the front office cahier.

KITCHEN STEWARDING:

The cleaning and stewarding of all utensils, crockery and cutlery is done by the

kitchen stewarding department. After the banquet party is over all the used plates, dishes,

kadais, cutlery and glasses are dumped into kitchen stewarding during the party the

steward allots rooms to the kitchen stewarding staff, they clear food from plates into

dustbins and stack them in trolleys. These are carried to stewarding area.

Some of the stewarding staff do the physical work of briefing chairs, tables from

the store to the room and arranging them in the room. These kitchen stewards have to be

informed about the arrangement and the number of chairs and tables required. The

silverware like cutlery, ashtrays, platters are polished by kitchen stewarding on the upper

plenum. Gold cutlery and Royal Dolton crockery is also stored in kitchen stewarding and

is removed to use when required.

H O U S E K E E P I N G :

The public area housekeeper is responsible for cleaning of banquet rooms. She is

given a party sheet everyday so that she can instruct her public area boys to clean the

rooms before the party scheduled. The cloak room attendants are also the public area

boys. In case a banquet room needs to be vacuum cleaned during a function or after it sis

cleaned. The cloak room attendant is called to clean the area.

M A I N T E N A N C E :

Many guests ask for the service of the carpenters to put up banners on the main

table or behind the main table or the podium. Any special lighting arrangements like the

mikes, coller mikes or the projector requires the services of the electrician, they are paged

for and called to the respective banquet rooms as required.

Thus in this way the relation between the banquet department and the various other

departments is well maintained.

BACK AREAS IN BANQUETS:

PANTRY:

There are three pantries in banquets. One is the beverage pantry which stores soft

drinks, ice buckets, and canned juices, lime cordial, required for the parties. The other

two pantries area the glass pantries. The princes’ pantry holds all cut glasses for the V.I.P

parties and the ball room pantry holds plain glasses, soup bowls, chaffing dishes and juice

glasses.

L I N E N R OOM:

Every room in banquet has a different décor. The table cloths and the frills used

are different in each room and the linen used for V.I.P. parties is also different. There is

linen boy who gets all the banquet linen from the laundry and stacks them properly in the

linen pantry room.

S I L V E R P A N T R Y :

This is the room which has a stock of 11 the cutlery used in banquets. Spoons,

forks, large and small knives, tea spoons and soup spoons are stacked here. This room

also acts as a store for sugar, coffee, tea bags, biscuits, paper doilies, water jugs. The loft

of the pantry is used for storing glasses.

C R O C K E R Y:

All crockery like large plates, half plates, cheese plates, cups and saucers and

demi teases are kept in the stewarding department and when required it is brought to the

banquet rooms. After use it is sent back to the wash up from where it is stacked up on the

racks for further use. Gold plated cutlery and Royal Dulton cutlery used for V.I. P. parties

is kept with the stewarding department and is issued as required.

Banquets are divided into three departments. They are as follows.

(a) Banquet sales.

(b) Banquet office.

(c) Banquet operations.

B A N Q U E T S A L E S :

In today’s competitive world it is very essential to target your clientele and go to

them with your project and effectively sell it to them, there is no material product that we

sell to the guest. Out product is service and cannot be sold like any other tangible product

within specific parameters. This makes if necessary to have good marketing and sales

personnel who plan strategies and meet clients to sell banquet ideas. It takes time, tact

and patience to convince the corporate and big companies to use the banquet rooms for

their functions. Attractive menus have to be planned and discounts offered and repeated

visits have to be made to companies: also keeping an eve on the market, for expected

seminars and meetings. Sales and marketing is done by this section of banquet and is the

first and basic step for attracting the elite to the Intercontinental.

B A N Q U E T O F F I C E :

Once the client has been convinced to use the banquet room. It is important to sell

him the right kind of room to meet his requirements; the seating arrangements in the

room depend entirely on the kind of function to be held. Every occasion requires right

kind of seating. Formal, informal or semi-formal.

There are printed menus for vegetarian or non-vegetarian lunches or dinners,

cocktails, snacks or tea/coffee. The banquet staff has to do the tedious work of sitting

down with the client and selling him the room.

The selling of room entails the following:

Question the client about the type of function i.e.

- Seminar, meeting or reception.

- The number of pax guaranteed and expected.

- The time at which the function is to be held.

- Type of catering required.

- Special requirements like projector, lights, music, insole and central

display.

To facilitate the work of the staff, banquet functions are divided are divided into

three types. They are as follows:

(a) Indoor

(b) Outdoor and

(c) Conference.

(a) Indoor function

These are informal or formal parties and are further divided as luncheons and dinners, cocktails and snack, wedding reception and display for exhibition. There is a printed format for indoor functions bookings. Usual requirements of these functions are soft drinks, liquor, insole, music, live band, florist, and light arrangements. The requirements of electrician and carpenter is painted on the form and ticked off as required. The room depends on the time for which it is required any catering for the room is charged extra.

(b) Outdoor Catering:

The outdoor catering requires skilled perception on part of the staff. These

booking are taken by the staff, which has an operational experience of handing banquet.

Usually the banquet manager or the catering assistant visits the venue before finishing the

menu and arrangement as outdoor functions require long term planning especially when

crockery, cutlery is also taken along with the food and staff. It therefore because

necessary to know the problems one may have to face during an outdoor function. A 10%

surcharge is levied on the catering bill as outdoor surcharge.

(c) Conferences:

Most of the morning functions are seminars, meetings, displays and exhibitions

held by companies like Rotary Club or the Chamber of Commerce. The format for

booking contains items like mikes, collar mikes projector, screen, podium, marketers, etc,

these items are marked as required. The conference is followed by lunch and tea with

snacks.

BANQUET OPERATION:

The task of serving the guests and making the banquet a success lies in the hands

of the operations section. As mentioned before there are 11 banquet rooms, the pool side

1900’s and suites used for holding parties. The room is set up for the party as per the

needs of the guest. After the party the tables are dismantled, chairs are stacked and kept

aside. The operation staff consists of banquet managers, catering assistants and waiters.

The managers personally supervise the function and check with the guests to ensure that

nothing is missed from the agenda.

Another important part of the banquets operation are the outdoor parties. An

outdoor party is a party held outside the premises of the hotel. These parties may be held

in the client a house, in private clubs, on a rented lawn. The number of people attending

can be 1510 1000. This entirely depends on the occasion outdoors have to be planned

carefully an every minute detail should be taken care of.

When an outdoor order is to be excepted, one of the experienced managers or

supervisors check the place, facility of carrying crockery, cutlery, food and drinks have to

be considered. Heating of foods, storage of cold drinks, conveyance has to be decided.

The physical work is done by the majdoors who accompany the banquet staff.

Adaptability of staff to working in a new surrounding is an equally important factor to be

considered. It snacks are to be served at the outdoor cocktail party, then a chef

accompanies the banquet staff and checks the preparation of snacks. These may be

partially cooked in the hotel and reheated or double friend before serving.

While assembling the items for an outdoor, each item should be checked. Dished

and glasses should be checked for cracks. Linen for stains and creases, it is not possible

to come back to the hotel for any item forgotten.

Outdoor are physically and mentally exhausting because every detail is minutely

checked and double checked. There is no loop left for mistakes. To cover for extra labour

and conveyance 10% is levied on the bill.

Packing orders are equally for banquets. The food is prepared, packed and

delivered to the given address where only catering is required.

SEATING ARRANGEMENT

1. THEATRE STYLE :

The theatre style or the auditorium seating is the easiest arrangement with chairs

arranged in rows, one behind the other. This accommodates maximum number of guests

in the room. The chairs face the main stage or podium.

2. CLASS ROOM STYLE

This arrangement as the name refers to like a classroom with tables and chairs.

Every table can seat 3 guests. Conferences, seminars or Rotary meetings prefer this kind

of arrangement because it enables the guests to use the tables for writing down any notes.

3. V - S HAPE STYLE :

All tables are arranged to from a bug `U’ shape. This may be curved or at right

angles and face the main table. This arrangement allows every speaker a clear view of the

main table and vice versa. Preferred at press conferences and seminars.

Food Production

INTRODUCTION:

The hotel is an establishment which caters to man's need of food and shelter. In a

metropolis city like Mumbai, people are known to relish eating at well known restaurants.

This is not always due to unavoidability of home made but to well develop state. This

has been proved by the up coming restaurants in 5-Star hotels. People are known to

judge the quality of food by themselves. If this was not true we would not see new ideas

in gourmet cookery coming into practice in the preparation and service of food. It is very

important that the food served is appetizing and puts the skills of the chef to its maximum

use.

The word 'kitchen' reminds one of a medley of pots, pans, fire and in general a

cacophony and chaos which finally serves appetizing food. The kitchen in a hotel is

organized differently from a household kitchen. At all times it is well organized and is

scientifically planned to save space and effort. A good example of this is the Indian

kitchen. There are four main sections of vegetarian, non vegetarian, halwai and the

tandoor. These are further divided into sub sections which owns which is the

professionalism required to run a well-organized hotel kitchen.

The Intercontinental has one of the best designed kitchens. It is nearly self

contained and prepares the food printed in the menu card of that restaurant. There are

some dishes or items for which it depends on the main kitchen and on other satellite

kitchens.

The hotel kitchen is divided into two sections. One is the Main kitchen and other

is the satellite kitchen. The main kitchen caterers to all the Banquet halls in the hotel

while all the satellite kitchen caterers to their own specialty restaurant.

MAIN KITCHEN

As the name suggests is not the only kitchen in the hotel which operates, but it is

considered as the mother of all kitchen. Any requirements in the Satellite kitchen is

provided by the main kitchen any raw material or any dish which is in the budget for

some reason not made in the satellite kitchen then it is given by the main kitchen.

Basically this kitchen provides food to all Banquet parties. Sometimes some dishes are

sent to the Shamiana buffet. It also provides food regularly to Executive dinning halls,

Chef dinning room. Banquet menus keeps on changing often. The proceeding days party

sheet is been sent in the main kitchen one day in advance so that the chefs are ready with

the mise-en-place for the next days menu is kept ready.

As main kitchen is the only source for the banquets from where the food is supplied

hence main kitchen provides all types cuisine.

Hence is is very big and it is divided into many sections.

The sections in which the kitchen is divided are as follows:-

1. Indian section

It is further divided into Four sections, known as:

a. Indian veg.

b. Indian Non-veg.

c. Tandoor

d. Halwai

1. INDIAN SECTION :

The Indian section is further divided into vegetarian, non vegetarian, halwai and

tandoor.

VEGETARIAN SECTION :

All the vegetarian dishes in the Indian cuisine are made here. The menu has a variety of

Punjabi, Maharashtrian, Gujarati, Kashmiri and other variety of dishes. Rice varieties

like pulao, biryani are made regularly. Some of the side dishes on the menu are dahi

pakori, aloo tamatar rasa, dal makhani, paneer makhani, mirch ka salan, acharri, peshwari

etc.

NON VEGETARIAN SECTION :

Although most of the clientele of Intercontinental are Gujarati and Jain who are

vegetarians, there are guests coming from varied sections. The mutton, fish, chicken

used comes from the commissary where it is cleaned, cut and packed. Any further

trimmings needed is done at the butchery in the kitchen. Most meat products are

marinated long before the preparation time. Some of the preparation require to be

marinated 24 hrs before the cooking time.

TANDOOR SECTION :

There are three tandoors of varying intensities. Coal is the fuel used to cook kababs like

boti kababs, reshami kababs, tangdi kababs, tikkas like paneer tikka, chicken tikka, rotis

likenaans, kulchis and parathas.

HALWAI SECTION :

Different types of sweets are prepared here. There is only one hawai section in the whole of the Intercontinental. Many types of Indian sweets are made e.g. gulab jamun, malpus, jalebi, moong halwa,etc. Since, there is only one halwai in the hotel, the sweets served in Masala Craft, Rendezvous and Sea Lounge is sent from the main kitchen. Snacks like samosas and kachoris made in the Halwai section.

Service of food

The booking of the banquets is made in triplicates. One of the copy is sent to the main

kitchen at least one day prior to the party. The Soup Chef checks the menu and

requisitions the ingredients depending on the menu. The dishes are split into Indian (veg

& non veg), Continental and Chinese. These are further divided into the sub sections.

One copy is given to each section. This contains information like name of dish, pick up

time and number of people expected. The waiter responsible for the pick up has his own

copy to refer and check the dishes. One cheffing dish can hold food for 50 pa%. The

number of cheffing dishes to be filled is decided accordingly. The morning buffet at the

Rendezvous is catered to by the Main kitchen. Both vegetarian and non vegetarian dishes

feature on the menu.

JOB RESPONSIBILITIES AND DUTIES :

EXECUTIVE CHEF :

The Executive Chef of the Taj Mahal Palace & tower - is Chef Hemant Oberoi who is the

head of all the kitchens which include the satellite kitchens, the pastry kitchen the Garde

Manger and the butchery.

The following are the duties and job responsibilities of the executive Chef :

* He recruits new staff.

* He ensures that standard recipes are used.

* He is responsible to the management for the smooth

running of the department.

* He co-ordinates between the staff and the management and

handles any complaints regarding his department.

* With his skills and vast knowledge he dries new recipes for

liability.

* He prevents pilferage by keeping check on food and by

maintaining food cost control.

SOUS CHEFS :

The sectional head of the satellite kitchen and the main kitchen is the Sous Chef. Chef

Ramu, who is the senior most Sous Chef in the department, & charge of the main kitchen.

The Sous Chef works with the Executive Chef and controls his own sections.

The Sous Chef performs the following duties :

* Standardization of recipes is checked by him.

* He keeps a strict hold on food served and practices and checks

them.

* He is always present when the dishes are prepared and checks them.

* The Sous Chef personality garnishes the dishes before being sent to the

restaurant.

ASSISTANT CHEF :

The assistant chef helps the Sous Chef and prepares the important sauces. It is important

that a standard recipe is used.

COOKS

All the mise-en-place is done by the cooks. The important part of cooking is the

preparation of ingredients. Once this is ready, to mix the ingredients is very easy. The

work at the tandoor is also done by the cooks. Making of naan, tandoori roties, parathas

is their job.

HIRARCHY OF THE MAIN KITCHEN:

Executive chef

Head Chef

Sous Chef

CDP’s

Commies 1, 2, 3

Chefs

Chef Trainees

Industrial Trainees

SHIFT TIME:

Shift timing for cooks:-

MORNING : 7A.M to 4P.M.

AFTERNOON : 3P.M to 12 midnight.

SHIFT TIMING FOR SOUS CHEF (Kitchen in charge)

MORNING : 7A.M to 4P.M.

AFTERNOON : 12noon to 9P.M.

NIGHT : 3 P.M to 1A.M.

GARDE MANGER

This is the cold kitchen where various salads, margarine sculptors, ice carvings

are made. It is that department in the kitchen where creativity can be fully put to use.

The department has a total staff of 6 cooks headed by the Chef de Partie who is Chef

Sarkar. The majority of the work is done on the straight shift from 9 a.m. to 6 p.m.

There are two cooks who handle the pick up in the evening and have to be there till

midnight. These two cooks handle the boiling and roasting, preparation of mayonnaise

and also the general mise-en-place for the next day.

The work of the Garde Mange can be roughly divided as :

COLD SALADS :

There are various salads made with dressings like fresh cream, French dressings,

mayonnaise and its derivatives, lemon juice and Indian dressings like chat masala. The

vegetarian salads are made by using fresh cream and French dressing on bean sprouts,

boiled potatoes, carrots and French beans, Russian salad and Waldorf salad in fresh

cream is an example of vegetarian salads. Regular salads use mayonnaise as its binding

agent i.e. Chicken Hawaian salads, Russian salad, Kurlim boy salad, etc.

The salad bar at the Rendezvous buffet has a display of cold meat platters, sliced

tomatoes, cucumber, shredded red cabbage, capsicum arranged with dressings like

Thousand island dressing, French dressing, Tartar sauce, Cocktail sauce, etc.

STANDING ORDERS

The canapes and tarts used in the Grill Room area standing order to the Garde Manger.

The sandwiches ordered by the banquets are made by the cold kitchen. Preparations of

sandwiches and canapes for banquet functions and making of cold sauces are done by

Garde Manger. The sauces which are made on a regular basis are honey lime, French

dressing, fresh cream mayonnaise, tartar, cocktail and barbecue sauce.

MARGARINE SCULPTURES AND ICE CARVINGS :

Many of the parties are based on a theme for example a Chinese theme, a Mexican theme

or a chat corner theme. These require special sculptures and ice carvings to highlight

those themes. Wedding receptions also require ice carvings for a central display. These

are generally alphabets of the bride and the groom's names. Chef Prakash is the best

margarine sculptor and ice carver, with his talent and experience he portraits the theme of

the party with his sculptures and carvings right up to the satisfaction of the guest.

PASTRY KITCHEN

The majority of the orders at the Pastry come from the Cake shop and the Banquet

functions. There are various sections which are headed by the Pastry Chef Iranpur who

has worked in the department for the last 20 years.

The Pastry kitchen is divided into the distinct sections. They are the Bakery and

the Confectionery.

BAKERY

Different types of breads like Sandwich loaves, fancy rolls, Sunday breads, off breads, Hungarian loaves, etc are made here. The standing orders for the Bakery are sandwich loaves, rolls, breads sticks, which go to the Room Service and the various restaurants.

KITCHEN:

The kitchen is divided into may sub-sections. There is a pastry section which

makes all the pastries, custards, tarts, cakes, etc. for the different airlines. The Hot

Snacks section prepares delicious kababs, samosas, cutlets and other snacks. The Bakery

is the largest section in the kitchen and makes loafs of bread, rolls, French bread, cakes,

patties, pizzas, cheese straws, and many other items on a large scale. All the main course

items are prepared in the Indian section from parathas to chicken kurma. The cold

section contributes its share of cold salads, fruits, sandwiches. Breakfast too, is made in a

separate sub-section of the Indian kitchen.

Chain Hotels in Mumbai

Intercontinental Marine Drive

Intercontinental The Lalit

Intercontinental Hotel The Grand

Intercontinental Chain Hotels In World

InterContinental is a brand of upscale luxury hotels, founded by Pan American World Airways, underJuan Trippe, and now owned by InterContinental Hotels Group. The chain operates over 200 hotels andresorts in approximately 75 nations.

History

InterContinental began in 1946 when the first hotel opened in Belém, Brazil. In 1981, holding

company InterContinental Hotels Corporation was sold to UK-based company Grand

Metropolitan. As GrandMet focused it core business, ICH was sold in 1988 to Japanese based

Saison Group. In 1998, Bass plc acquired ICH.[1] Bass was itself split in two, its brewing assets

being sold to Interbrew whilst the remaining part of the company became Six Continents PLC,

focusing on hotel, restaurant and beverages business. When the company split itself in two, IHG

was created in 2003 and today retains the InterContinental brand as part of its hotel brand

portfolio.

Notable properties

[edit]Africa

InterContinental City Stars, Cairo, Egypt

InterContinental Sandton Towers, Sandton, Johannesburg, South Africa

InterContinetal Asmara, Asmara, Eritrea

InterContinental Mauritius, Balaclava, Mauritius

InterContinental Nairobi, Nairobi, Kenya

InterContinental Lagos, Lagos, Nigeria

[edit]Asia

David InterContinental Tel Aviv, Tel Aviv, Israel

The Lalit Hotel, Mumbai, India

InterContinental Hotel The Grand, Mumbai, India [2]

InterContinental Marine Drive Mumbai, Mumbai, India

InterContinental Dar Ul Tawhid Makkah, Makkah, Saudi Arabia

InterContinental Makkah, Makkah, Saudi Arabia

InterContinental Al Jubail, Jubail, Saudi Arabia

InterContinental Al Khobar, Khobar, Saudi Arabia

InterContinental Bangkok, Bangkok, Thailand

InterContinental Kuala Lumpur, Kuala Lumpur, Malaysia (opening February 2011)

InterContinental Hong Kong, Hong Kong

InterContinental Hotel, Herat, Afghanistan (opening soon)

InterContinental Hotel, Mazar-e-Sharif, Afghanistan (opening soon)

InterContinental Hotel, Kabul, Kabul, Afghanistan

InterContinental Dubai Festival City in Dubai, United Arab Emirates

Intercontinental Hotel, Doha, Qatar

InterContinental Aqaba, Aqaba, Jordan

InterContinental Amman, Amman, Jordan

InterContinental Manila, Makati, Philippines

InterContinental Chengdu, Chengdu, People's Republic of China

InterContinental Chongqing, Chongqing, People's Republic of China

InterContinental Nanjing, Nanjing, People's Republic of China

InterContinental Phnom Penh, Phnom Penh, Cambodia

InterContinental Hotel The Grand, Seoul, South Korea

InterContinental Hotel Alpensia PyongChang Resort, Pyongchang, Gangwon-do, South

Korea

InterContinental Phoenicia Beirut Hotel, Beirut, Lebanon

InterContinental Mzaar, Faraya, Lebanon

InterContinental Le Vendôme, Beirut, Lebanon

InterContinental Shanghai Pudong, Shanghai, People's Republic of China

InterContinental Singapore, Singapore

InterContinental Jericho, Jericho, West Bank

InterContinental Bethlehem (Jacir Palace), Bethlehem, West Bank

InterContinental Hotel The Grand, Yokohama, Japan

InterContinental Mid-Plaza, Jakarta, Indonesia

InterContinental Mudanjiang, Mudanjiang, People's Republic of China

InterContinental Resort Bali, Jimbaran, Bali

InterContinental Tashkent, Tashkent, Uzbekistan

InterContinental Tokyo Bay, Tokyo, Japan

InterContinental Grand Seoul, Seoul, South Korea

[edit]Central America

Real InterContinental Guatemala, Guatemala City, Guatemala

Real InterContinental San Salvador, San Salvador, El Salvador

Real InterContinental Tegucigalpa, Tegucigalpa, Honduras

Real InterContinental San Pedro Sula, San Pedro Sula, Honduras

InterContinental Metrocentro Managua, Managua, Nicaragua

Real InterContinental Hotel & Club Tower Costa Rica, San José, Costa Rica

InterContinental Miramar Panama, Panama city, Panama

InterContinental Playa Bonita Resort & Spa, Panama city, Panama

[edit]Europe

InterContinental Amstel Amsterdam, Amsterdam, the Netherlands

Athenaeum InterContinental, Athens, Greece

InterContinental Budapest Hotel, Budapest, Hungary

InterContinental Bucharest, Bucharest, Romania

InterContinental Berlin, Berlin, Germany

InterContinental Carlton Cannes, Cannes, France

InterContinental Düsseldorf, Düsseldorf, Germany

InterContinental Frankfurt, Frankfurt am Main, Germany

InterContinental Geneva, Geneva, Switzerland

Intercontinental Hamburg, Germany

Ceylan InterContinental Istanbul, Istanbul, Turkey

InterContinental London Park Lane Hotel, London, United Kingdom

InterContinental Praha, Prague, Czech Republic

InterContinental Warsaw, Warsaw, Poland

InterContinental Kyiv Hotel in Kiev, Ukraine

InterContinental at Aphrodite hills, Paphos, Cyprus

InterContinental Vienna, Vienna, Austria

[edit]North America

InterContinental Buckhead, Atlanta, Georgia, United States

InterContinental Los Angeles, Century City, California, United States

InterContinental Kansas City at the Plaza, Missouri, United States

InterContinental Boston, Massachusetts, United States.

InterContinental The Barclay, New York City, New York, United States

InterContinental Chicago, Illinois, United States

InterContinental Cleveland, Ohio, United States

InterContinental Harbor Court Baltimore, Maryland, United States

InterContinental Dallas, Texas, United States

InterContinental Houston, Texas, United States

Hotel Intercontinental Miami, Florida, United States

InterContinental Mark Hopkins San Francisco, Nob Hill, San Francisco, California, United

States

InterContinental San Francisco, California, United States

InterContinental Milwaukee, Wisconsin, United States

InterContinental New Orleans, Louisiana, United States

Willard InterContinental Washington, Washington, D.C., United States

InterContinental The Clement Monterey, California, United States

InterContinental Montelucia Resort & Spa, Paradise Valley, Arizona, United States

InterContinental Presidente, Mexico City, Mexico

InterContinental Toronto Centre, Ontario, Canada

InterContinental Toronto-Yorkville, Ontario, Canada

InterContinental Montreal, Quebec, Canada

InterContinental Stephen F. Austin, Austin, Texas, United States

[edit]South America

InterContinental Rio de Janeiro, Rio de Janeiro, Brazil

InterContinental Cali, Cali, Colombia

InterContinental Medellín, Medellín, Colombia

InterContinental Caracas, Caracas, Venezuela

InterContinental Valencia, Valencia, Venezuela

InterContinental Maracaibo, Maracaibo, Venezuela

InterContinental Buenos Aires, Buenos Aires, Argentina

InterContinental Santiago de Chile, Santiago de Chile, Chile

InterContinental Mendoza, Mendoza, Argentina

[edit]Oceania

InterContinental Adelaide, Adelaide, South Australia, Australia

InterContinental Burswood, Perth, Australia

InterContinental Melbourne the Rialto, Melbourne, Australia

InterContinental Sydney, Sydney, Australia

InterContinental Wellington, Wellington, New Zealand

Gallery

Amsterdam

Budapest

Cairo

Delhi

Frankfurt am MainHanoi Hong Kong

Singapore

Vienna

Warsaw

Washington, D.C.

Yokohama

CONCLUSION

The Experience of working in a 5 star Hotel was of immense importance as it

gave me an idea of the Hotel Activities, its standards, its functions, its department,

co-ordination etc. It helped me develop my skills like team work and increased

my technical knowledge.

The hotel is ideally situated, has all the luxuries and facilities of 5 star hotel. The

restaurants are well arranged, service is prompt and of finest in kind. The staff

also is very hardworking, talented and they get good job satisfaction.The staff is

very co-ordinating and treat us Industrial Trainees like staff and help us

understand every thing .

The Opportunity of working at INTERCONTINENTAL MARINE DRIVE

(MUMBAI) Hotel was great and gave me immense experience and was a

memorable one!