* Working Schedule
MANAGEMENT INFORMATION SYSTEM:-
SYSTEM:-There are several information collected, processes mentioned is prepared form to the management about various departments operation comprise with post result and finally management information system report is made and submitted to management to exhibit the performance and other details as the hotel’s operation. These reports shall be submitted as per schedule indicated
below:-2) Front
Office:-• Reservation
• Guest history card
• Reservation status board
• Fare casting report
• Black book
• Hotel diary
• Group information sheet
3)
Reception:-• Room report
• Arrival and departure report
• Room position status
• Billing details report
• VIP arrive register
4) Night
Auditor:-• Night report
• Flash report
• Total rates as the day
• Total restaurant sales
• Expected arrival
• Expected departure
• In-house guest report
• Tabulator register
5) Food and beverage
Kitchen:-• Standard Receipt
• Kitchen order ticket
• Stock inventory report
• Log book
• Store requisition report
• Daily inventory report
• Standard purchase specification
• Food cost control report
6) Food and Beverages Service:-
Restaurant:-• Log book
• Duty rotation sheet
• Guest comment card
• Lines exchange register
• Leave register
• Attendance sheet
• Breakage report
• Guest checks
Room
Service:-• Log book
• Lines exchange register
• Room service stores requisition
• Guest complaint file
• Breakage report
• Amenity vouchers
Banquets:-• Log book
• Stock inventory register
• Daily sales summary
• Stock requisition book
• Banquet order form
• Store inventory book
• Breakage report
Bar:-• Daily beverage sales summary
• Stores requisition report
• Breakage report
• Stock inventory report
House
Keeping:-• Memo book
• Duty roaster
• Attendance sheet
• Room occupancy report
• Lost and found register
• Discrepancy report
• Amenity voucher
• Statement of the lines stock
Kitchen
Stewarding:-• Daily breakage report
• Purchase record
• Log book
• Duty charts
• Quarterly inventory reports
Engineering and
Maintenance:-• Complaint book
• Log book
• Stock inventory record
• Purchase of spare parts register
• Night shift report
• Reports carried out register
Security:-• Investigation report
• Lost and found register
• Key register
• Daily attendance sheet
• Duty roaster
• Complaint book
Purchase and
Stores:-• Purchase order
• Food and beverage indent form
• General order
• Log book
• Bin cards
• Selectors inward book
• Empties return book
• Stock taking register
Stores:-• Stock book
• Invoice book
• Requisition form file
Receiving:-• Daily receiving register
• Delivery form record Accounts and
finance:-• balance sheet
• bank intimation slip
• profit and loss account
• food control sheet
Food and Beverage
control:-• KOT and B O T
• Daily beverage sales report
• Daily food sales report
• Food and control check list
• Gross profit
• Night auditors report
• Budgeting analysis report
Personal
Department:-• Attendance sheet
• Training sheet
• Retirement record
• Legal documents
• Salaries and wages slip record
Sales and
Marketing:-• Log book
• Market analysis report
• Sales summary report
1) Xerox machines which are placed at the Business center are exclusively for the guest service. But these machines are also used by the staff of the hotel for photocopying and the trainees during their training period use these machines for photocopying the annexure and fact files of the hotel, due to this sometimes the staff as the business center sometimes face shortage of paper.
Solutions:- There should be at least one photocopy machine at the disposal of the staff for day to day purpose and the business center staff should see to it that only guests use the Xerox machine and the use of the Xerox should be strictly supervised.
2) The F.O staff occasionally relax in the business center during their breaks, other than the break they are gives between 4.30 to 5.30 pm when the case function for tea or coffee. They drink coffee and eat cookies, which they pick up from the room service department which is located just behind the reservation in the back area. This looks awarded when the guest enters the business center and it mass the reputation of the hotel.
3)
Solutions:- The F.O staff should be strictly instructed to use the case and the rest rooms with setting provided to then for releasing during their breaks. The business center staff should be more strict and should not entertain staff in such manners.
4) The white seat corners used to cones the chairs in the banquet halls for the
dinner or sometimes spill tea or coffee. On the chair there by leaving heavy stains and the banquet staff blindly cones the chairs with there sear cones. The Bristol hotel does not an in house laundry. Contract laundry received in hotel after it is cleaned therefore the laundry services are cleared, therefore the laundry services are not efficient and several guest complains about the stains to the banquet staff.
This gives about impression about the hotel to the guest.
Solution:- the laundry coming from the contracts should be thoroughly checked in the line room and the Bristol hotel launches staff should be requested to check and clean the stains properly the right, chemical should be use on the stains. This lines or cones are stained it should not be used.
5) The sales and reservation manager takes the reservation simultaneously. This leads to unavailability of rooms, sometimes leading to guest unsatisfied.
Solution:- This could be avoided if the reservation handled by one department i.e. by the reservation.
Problem:- Since the restaurant is situated in the open air the food served to the guest doors not remain hot.
Solution:- In order to avoid the problem the dishes could be served on a which helps food to remain hot.
6) problem: At the time of a function when it is completely packed. The food is not realized. This makes the guest wait for the food.
Solution:- If one single head steward is guest the responsibility to special the food throughout the banquet function. This problem could be over comed.
7) Problem:- The Chinese section is the center of the main kitchen. When the burner is on high flame the flame spreads throughout and heat is created.
Solution:- In order to over come this problem flame should be taken care as much heat is generated and kitchen should be gives exhaust fan to absorb the heat emitted.
8) Problem:- Since the kitchen is in the view as the guest in open space. The insects are attracted towards the food.
Solution:- In order to avoid this pest control must keep in mind of using various sprays etc. Hence this problem could be overcome by various preservative measures.
Problem:- One of the major problem in the housekeeping department is shortage as lines (bed cones, pillow, covers) the department cannot buy the lines as one cannot increase the budget.
Solution:- This could be avoided if the lines is properly used washing, pressing could be taken career and the house boys also have to be educated not to use lines cover for dusting etc.
9) Problem:- Guest complaining of stains in carpet, bed covers, curtains etc.
Solution:- Room to be super cleaned regularly and room to be blocked for preventive maintenance 4 times a year. Carpet shampooing and dry cleaning as all upholds once in a month.
The project I have prepared lists all the operational departments as the “BRISTOL HOTEL”, GURGAON where I underwent training for 2 months. I have made an attempt to compile the various information as different departments, provided solution to the existing problems. I had seen in the hotel. A conclusion may be draws that no department was without a problems.
The project has particularly explained the various function and procedures as different department at the BRISTOL HOTEL.
The Bristol Hotel, Gurgaon is running, reasonably well and has a good share of business and corporate clients, but few as the systems and procedure followed in the hotel need up gradation.
The Bristol hotel staff face competition posed by other 5 star hotel properties in the city.
It is the duty as the hotel to have a more satisfied staff. For this the personal department should check the appraised of all employees and give promotions and in certain to all the deserving staff. Bristol being one of the leading hotel as the world, should be aware as the latest trends and should set example for other hotels. The area which where important and emphasized were:-
1) The purpose and systems of each department 2) The department hierarchy
3) The various components as the department
4) The management information system used in each department
The main objective as this study was to analyze the system, procedures functions and the operative aspect of the departments of Bristol Hotel.
Thus an in-depth study of this nature into an organizational structure helps to gain knowledge and gives an insight into the working of this complex, yet highly professional and profitable establishment called a “Hotel”.