Trident Gurgaon

INDUSTRIAL TRAINING REPORT

Submitted

to-Amity School of Hospitality, to-Amity University

Lucknow Campus

Submitted

By-Rishu Rastogi

BHM IVth sem

Enrollment No.: A8028912008

Batch – 2012-2015

INDEX

 HOTEL OVERVIEW

 FRONT OFFICE

 FOOD & BEVERAGE SERVICE

 FOOD PRODUCTION

 ACCOMMODATION

ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to Training Manager Ms. Ira Bakshi & all Heads of Departments along with staff members of TRIDENT, GURGAON. I wish to place on records that the training was imparted in a highly congenial atmosphere true to the reputation of TRIDENT, GURGAON has been of immense value to me and it will be my endeavor to put into practice all that I have learnt to sharpen my skills and develop my skills and develop my personality It is because of their ardent and consistent efforts I was able to imbibe so much which was not possible in such short time. The training has helped me to inculcate the right kind of skills, knowledge & attitude to make a career as a successful hotelier.

Rishu

Rastogi

KEY EXECUTIVES

Designation

Name

President

Mr. Kapil Chopra

General Manager

Mr. Nitesh Gandhi

Food & Beverage Service

Ms. Akansha Lamba

Executive Housekeeper Mr. Vipul Gupta

Executive Chef

Chef Sandeep Kalra

Front Office Manager

Mr. Arjun Belliyappa

HRD Manager

Ms. Alicia Chandy

Training Manager (Executive) Ms. Ira Bakshi

INTRODUCTION

In countries throughout the world, the steady and continual increase in size of tourist and hospitality industries continues. In order to accommodate the world's travelers, the Hotel Industry is also expanding to keep up with the demand. For many people it's the look, design or location that creates the important and lasting impression. However, the Hotel industry is highly people oriented. It is the effectiveness, efficiency and warmth of these people, which is what creates the lasting impression, and it is these same people who, by their attitude and friendliness, subconsciously attract guest back to the hotel.

Very often the first and the last place the guest comes into direct contact with the Hotel is the Front Desk. It is the Front Office, which forms the basic foundation for the hotel staff and guest relation in the future. Its primary function is the sale of guest rooms available in the hotel by following a series of preset procedures consisting mainly of reservation followed by registration and assigning room to customers.

Front Office is termed as the powerhouse of the hotel -It plays a major role in the operations of any Hotel. It is believed that room sale is the most profiting mode of income for the hotel. Revenue collected from the room sales contributes much more than any other departments consisting more than 70 % of the total sales. Thus we see that the primary objective of the front office is to receive the guest, give them a warm welcome, assign them rooms keeping in mind their taste and preferences and be a customer friendly interface between the hotel and the guest.

This extremely important department is one of the first points of contact the guest has with the hotel, and leaves a lasting impression on the mind of the guest about the quality and service provided. It is therefore, crucial for all Front Office personnel to be constantly aware of this fact and realize that, in addition to their routine functions, they are also salesmen for their hotel and the other hotels in the group.

The Front office is the nerve center of the hotel. It encompasses the Reservations office, the Reception, and Information desks. For most guests, contact with hotel is established even before they enter it – through the reservations office – and this contact with the Front Office is maintained right through their stay check out.

The Oberoi Hotel comes under the top ten leading hotels of the World. It is apparently one of the best and also one of the oldest in the country.

HOTEL PARTICULARS:

NATIONAL CAPITAL REGION- 122016, INDIA.

TELEPHONE: 91-124-2450505 FACSIMILE: 91-124-24506060

E-MAIL:[email protected]

TRIDENT GURGAON is a business hotel with a difference, built in seven acres of beautifully landscaped gardens, this being an imposing yet serene presence, a resort-like ambience characterized by domes, long walkways, inner courtyards, reflection pools and fountains. The hotel has 136 rooms which include a Presidential suite and six Executive suites, facing the garden, courtyards and pools.

ABOUT THE HOTEL

The franchise company of the hotel is M/s Orbit Resorts Ltd., Chandigarh. The total area of the hotel is 7 acres. The main water bodies water capacity is 8 lac litres .The Backlit Mesh Framework is made off hand cut Dholpur stone slabs. The height of the Welcome Pavilion is 8 meters. The trees in the reflection pool are the Frangipani Trees. The hotel has 3 water bodies that is the main water body, swimming pool and the reflection pool. Mr. Lek Bunnag is the architect of the hotel.

The operational hours of the swimming pool is from 0600hrs to 2100hrs.The swimming pool is only for resident guests of the hotel. The timings of the all day dinning restaurant (Cilantro) 6:30Am to 1Am.The timings of the pool bar is 9AM to 8PM.

The buffet timings at Cilantro

Breakfast: 0630hrs-1030hrs Lunch: 1230hrs-1530hrs Dinner: 1930hrs-2330hrs The timings of Saffron (Indian Restaurant): 1230 to 1530, Lunch

1930 to 2330, Dinner

Opera is the hotel management software used by front office.

The timings of “The Bar”

ACCOMMODATIONS

We have 136 rooms which split into:

 1 Presidential Suite

 6 Executive Suites

 43 Deluxe Rooms

 28 Superior Pool View Rooms

 58 Superior Garden View Rooms

Different Room Categories Along With Their Area

 Superior Garden View Room : 309sq.ft

 Superior Pool View Rooms : 309sq.ft

 Deluxe Rooms : 388sq.ft

 Executive Rooms : 618sq.ft

STANDARD ROOMS

King/Twin bedded room with a garden view. All rooms have Wireless Internet access, 2 line phones, mini bars and in-room tea/coffee making facility.

SUITES

Pool facing suites with a living room, and a walk-in wardrobe. It has butler service, a DVD player, wireless Internet connectivity and 2 line phones.

EXECUTIVE ACCOMMODATIONS

Large room with a walk-in wardrobe, separate shower stall and bathtub, butler service, Wireless Internet access, 2 lie phones and DVD player.

 Fitness Room  Pool

GYMNASIUM

The hotel has a fitness centre that is opened from: 0600hrs to 2100hrs. The Gymnasium has state of the art Cardio-Vascular equipment from Techno gym USA.

SPA

The timings of the spa are 0600hrs to 2100hrs. The treatments available at the spa are Spirit of Ayurveda, Oasis of Harmony, and Touch of Serenity. The Spa at the Trident Hilton is a non-clinical Spa offering soothing and relaxing treatments. Services offered at the spa are Massage, Body Treatment, Facial, hand & foot care, and spa packages. The facility of hair cutting, waxing, threading and special treatment is provided to the guest on request.

FOR CHILDREN

 Baby sitting services  Cribs

 High Chairs

FOOD & BEVERAGE OUTLETS

Type of Cuisine:

Food Theatre for all 3 meals, with an array of cold and hot stage options featuring cuisine from the Occident, the Orient and the Americas.

Opening hours:

6:30 am – 01:00am Covers:

64 Seats in the main restaurant and 40 seats in the verandah.

Ambience:

o An Interplay of William Grey and Thassos White Marble in the flooring, table tops and food theatre stages.

o A combination of high back upholstered chairs and armchairs with fabric seats.

SAFFRON

Type of Cuisine:

A selective cull from the greatest culinary traditions of Northern India. A fortnightly rotation of highlights from different regional cuisines of the country such as:

o Bengal in the East

o Kashmir in the far North

o Goa and Gujarat in the west. OPENING HOURS: Lunch 1230 Hrs - 1530 Hrs Dinner 1930 Hrs- 2330 Hrs Covers: 42 Entertainment:

Live Indian Instrumental Music. Ambience:

An electric fusion of black granite, gold leaf and thekri work, with golden columns as part of the center feature. Show plates on black runners and ecru table cloths.

THE BAR

Type of Cuisine:

A small selection of finger snacks and a selection of cocktails and wines by the glass.

Opening hours: 9:00 am – midnight

Cherry wood parquet flooring, walls finished in ‘Leather’ and black granite topped tables.

POOL BAR Type of Cuisine:

Light Snacks and spa cuisine Opening hours:

10:00am – 8:00pm Covers: 12

Ambience:

Marble counter with a display bar.

KONOMI RESTAURANT

CUISINE JAPANESE

A VENTO BOX IS SERVED TO THE GUEST WITH ALL THE JAPENESE MEALS Opening Hours: Lunch 1230 Hrs - 1500 Hrs Dinner 1930 Hrs- 2330 Hrs Covers: 20 Entertainment:

DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the Front Office at The Trident are-1. Bell Desk 2. Information. 3. Reception. 4. Cashier. 5. Concierge. 6. Reservation

7. Instant Reservation desk.

INTERACTION BETWEEN GUEST AND THE HOTEL:

During the hotel stay, a guest may require certain services from and engage in various transactions with the hotel. One or the other section of the hotel front office mostly handles these. Following is the example of interaction of the guest and the hotel at different stages of his stay:

Pre-arrival

1. Reservation Office: For reservation of room and assigning pick up for self.

Arrival

1 Reception: For Registration, Room assignment and issuing of keys.

2· Bell Desk: for Baggage handling and escorting to guest room.

Occupancy

1. Front Desk Cashier: For currency exchange, safe deposits of valuable articles and Maintaining guest accounts.

2. Telephone : For Telephone calls.

3. Bell Desk : For transportation and news papers. 4. Concierge : For guest mail and other information.

5. Business Center : For various facilities like 'Board Room, F E-mail, Fax etc.

Check out

1. Front Office Cashier: For Bill settlement and checkout. 2. Bell Desk : Baggage handling and transportation .

JOB DESCRIPTIONS

FRONT OFFICE MANAGER:

1. He is responsible for the functioning of this department. 2. He checks staff attendances, duty rosters, & sanctions

leaves.

3. Staff disputes.

4. He deals Guest complaints. 5. He sets the work standards.

6. VVIP & VIPS are treated as per his specifications.

7. Introduction of new systems viz. The ‘instant reservation system’ needs his consent. He grooms staff in this aspect.

RESERVATIONIST:

1. They should be present all the time in Reservation when is open.

2. They take down reservation request on a form & store them in Whitney racks.

3. They prepare reservation register.

4. They put all the information’s in a computer.

5. Reservationists have a tough time attending guest calls, extracting necessary information from them & make the reservation.

1. The receptionist handles two sections – Information & Reception.

2. In reception they greet guests & if they have reservation allot them rooms.

3. Maintains key rack.

4. Prepares guest Registration Form & posts it the registration in the computer.

5. They prepare ‘Night Receptionists Report’, Departure Register.

6. They print, Expected arrivals’ report from the Computer.

CASHIER:

1. Handles the cash section.

2. Prepare Master Bill from Computer & explains it to the guest.

3. Posts individual bills in respective guests’ folio.

4. Prepares Encashment certificate, Foreign exchange records, etc.

5. Makes Telephone & Telex bill.

RECEPTION

It plays an important role in the front office setup. This is the first section where the guest comes in contact with a hotel employee. It is located in the Front Office and it deals with functions, the main one being checking in or alloting rooms for individuals or groups.

When the guest arrives at the hotel, he first approaches the reception counter to give in his name if he has a reservation, If the guest has booked a room in advance then a reservation card with all the details are printed and kept ready.

In the case of a walk-in, the receptionist fills out the registration card and checks the computer for vacant rooms. The receptionist checks up with the assigned rooms report also to ensure that the room allotted is vacant. The key card is filled up and the appropriate key is placed in the card and handed over to the guest. For registration, everything is done on the computer. Hence manual labor is saved on as the guests check in and are billed directly through the computer as the entire hotel operations runs on computer.

A group coordinator always awaits the group to check in. The group leader is then taken to the Bell Desk/Side desk, here the group coordinator checks with the rooming list. The group coordinator allots the keys along with the key cards. The rooming list is also needed to identify the guest baggage. The bellboys then carry the baggage up and in this manner a group is checked in.

ROOMING LIST

This is like a form, which stays with the group co-coordinator. It is needed during the time of checking in of a group.

It states all the names of the number of people in that group, in the order they want to stay. This means that the type of room whether single, double and triple is mentioned.

It is through this list that the rooms are allotted and the guest baggages are identified.

 Welcome the guest

 Ascertain room requirements & cross check with the movement list.

 Hand over the guest registration Card along with an open to the guest.

while the guest is filling up the GRC.

 Select a vacant clean (VC) room keeping in min-guest choice if any Room

is free for the entire duration of stay.

 Take out the appropriate key from the box and prepare the key card.

 Ensure that all the details on the G.R.C. are filled in properly. connection released.

 feed the G.R.C into the computer.

 Make entry in the arrival departure register.

 Update room position if necessary.

 Make ‘C’ form in case of foreigners.

 Prepared in

duplicate- Foreign Regional Registration Office copy

 Hotel copy

Amenities are provided through Amenities Voucher.

DEPARTURE FUNCTIONS:

1. When the guest settles their bills the registration card and the keys are given to the reception.

2. Keys are kept back in place.

3. An entry is made in the departure intimation sheet for departments like –

 House keeping.

 Room Service.

 Telephone & telex.

4. Inform the housekeeping over the telephone so that the concerned housekeeper can attend to the departure room. 5. Make entry into the departure register.

6. Write down the date of departure behind the Registration cards aside.

OTHER FUNCTIONS PERFORMED:

RECEIVING MESSAGES: A hotel provides a complex series of

services to guest and in order that all are co-ordinate communication is very essential. Incoming calls are transferred to the guest. If the guest are not available the message are noted down and the message light is turned on for the room. So that the guest comes to know that there is a message for him at the reception.

TRANSMITTAL SLIP : It is a facility provided to the guest. In

case the guest needs a car for the day as incase of airport pickup or a drop to some place, transmittal slips are filled in. This is prepared in duplicate. The Lobby manager has to sign on it.

ROOM CHANGE : In case of room change, a change slip is filled

in. Four copies are prepared. They are for the following departments

:- Bill Department copy.

 Room Service Copy.

 House Keeping Copy.

MAINTENANCE: In case of maintenance of anything in the

reception department. A maintenance order is filled. It is prepared in duplicate.

HANDOVER: During the change of shifts the person working has

to handover all the responsibilities to the person who has come in. For this a handover slip is filled up and also writes down the necessary work to be performed by the next shift. So that work can be carried out smoothly.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he check’s-in, and it mainly consists of Name, Address Organization, designation, & nationality and in case of a foreigner it contains his passport no. details along with Room no. Date of arrival and departure. And the mode of payment.

Finally the guest has to sign a declaration that he will release the room by checkout time whatever it is on the departure date.

ROOM KEY CARD

Room key Card is issued by the receptionist of the Front office Department to the guest, who checks- in the hotel. It is a card, which is used as a identification card by the guest in the hotel while requesting for the key, signing in the restaurant, bar and on checkout, On one side of the card it contains Name, Room no., rate, arrival & departure and on one side is the different outlet’s of the hotel along with their timing’s are given.

RESERVATION CARD

A reservation card is one that is filled in at the time of check in. The details extended

are:-1. NAME OF GUEST.

2. DESIGNATION AND OCCUPATION OF GUEST 3. NATIONALITY

4. DATE AND PLCE OF ISSUE OF PASSPORT. 5. DURATION OF STAY IN INDIA

6. PERMANENT ADDRESS 7. DATE OF ARRIVAL IN INDIA 8. ARRIVED FROM

9. IF EMPLOYED IN INDIA

10. REGISTRATION CERTIFICATE NUMBER 11. DATE AND PLCE OF ISSUE

12. NUMBER OF PERSONS STAYING 13. NEXT DESIGNATION 14. DATE OF ARRIVAL 15. TIME OF ARRIVAL 16. DATE OF DEPARTURE 17. BILLING INSTRUCTIONS 18. PARTICULARS

CONCIERGE

The concierge counter at the Trident is situated alongside the reception counter. They both belong to one counter but are distinctly separated from each other due to sign boards. The information desk is mainly for the purpose of the name is has been given. All those guests staying in the hotel needing any kind of assistance/information are attended to, the kind information varies. There are many guests with different queries. Normally a guest asks for information about different places to be seen in outside the city. They are normal tourists and they also ask for details like transportation facilities within the city and their fares. A guest may also ask about information about tours conducted. Some guests also enquiries about facilities offered within the hotel, membership rates, the restaurant whereabouts etc. Guest also demands stamps and they are sold from the information counter itself, but a general rule adopted at the Trident is that no stamps are to be sold to outsiders. So only those staying at the hotel can avail of this facility at the information desk handling of keys message is also done whenever needed. The concierge staff is mainly to look after the needs of the guest and make the guest welcome and feel at home. The way in which help is given differs according to the needs of the guest. Here, the hostess can do reservations in restaurants for the guest. Guidance the tours conducted, plays or movies running in tour for entertainment etc. If any additional item is required and if it is not possible for the housekeeper to provide it, the hospitality department takes over. The Concierge staff should be well versed in their skill of making friends and similiarising themselves with the new guest. It is for this reason that guest history records are mentioned and looked through a special treatment is given to VIPs coming and a person

from the hospitality assists the guests right up to their rooms. A pick up coach is also sent to get them safely and comfortably from the hotel. The airport representatives of THE TRIDENT also help in clearing with customs, passport control etc.

The treatment noted out to a guest plays an important role in getting a repeated customer. Hence, the concierge department makes Trident Hotel line up to its mark.

INFRASTRUCTURAL BACK- UP

1. International hotel guides. 2. Travel Guides.

3. Telephone directory. 4. Official airline guides. 5. Card Files.

6. Computer Terminals. 7. Printer.

8. Telephones Lines. Incoming/Outgoing. 9. One touch dialing from guestroom. 10. Atlas. 11. Maps. 12. Brochures of hotel/events. 13. Visa forms. 14. Stationery. 15. Postal Stamps. 16. Yellow Pages.

CASHIER

The cashier is adjoining the reception and information counter but is situated at the corner. It does not face the entrance through the lobby at the Oberoi’s its main function is to maintain guest folios. The posting of charges from departmental vouchers to guest bills is carried out here. At check out time the bill/folios are closed by the casher.

The Second copy of the registration card of a guest is attached along with his correspondence and is placed here. All the miscellaneous bills are immediately added to the room bill and fed into computer.

Apart from this the cashier in in-charge of handling petty cash and to keep safe custody of guest valuables. If valuables are lost in the room then the hotel is responsible for such losses. If a guest wishes to make use of a safety vault, then the cashier issues it and the rent is charged.

The Cashier department is important but equally risky as there is an inflow and outflow of lot of money everyday.

CASHIER

Primary Function :

Responsible for all cash transactions in the Front Office. Duties & Responsibilities :

1. Handles all hotel cash transactions of the guest 2. Maintain sales Register, and the guest folio 3. Closes guest bill at the time of check-out

4. Prepares luggage slip for the clearing of guest luggage at the time of checkout.

5. Deals with foreign exchange regulations.

SETTLEMENT OF BILLS

METHODS :

Even through legal tender cash is the only method that customers may utilize to settle their bills there are many other types of payment that hotels willingly receive, all of them will be common to every hotel, but there are more usual payments with which cashiers must be familiar and it is generally up to the policy of the hotels management as to which are taken settlement of a bill. When dealing with cash the cashier must always keep the amount given in payment separate from the float until the change has been counted back.

Foreign currency is increasingly popular as a mode of payment. In may hotels the payment is intended by cheque which may/will be cashed at the time of registration, the bill may have to be settled 3 or 4 days before the guest leaves in order to guarantee that cheque 13 is cleared.

The second type of cheque that a cashier must know about is the traveller’s cheque which is a common way in which overseas customers on tourists pay their bills while in another country. Tourist’s cheques suffer from a problem that they are issued in fixed denomination.

An increasingly popular method of payment being used in many hotels of and restaurant in the credit card, which has really gained popularly in the country.

Apart from settlement of guest bills the cashier has the responsibility for protecting guest valuables. A system of safety deposit boxes or a separate safe may well be utilized for the safe custody of guest valuables.

FOREIGN EXCHANGE

The foreign currency can be exchanged for Indian Currency at the Cashiers. The rate of exchange of currency is taken from Reserve Bank of India everyday. An exchange form has to be filled up, the original copy is given to the guest and the foreign exchange is stapled with the other copy of the form.

SAFE DEPOSIT

The cashier issues safe Deposit Card to the in-house guest who wishes to deposit their valuables in the Safe Deposit boxes. This card contains the name of the guest his room. No., address & finally the box no. allotted to the guest & signature of the guest as well as the person as the person who delivery’s the key.

BILLING INSTRUCTIONS:

Guest can settle their bills directly by cash, credit card, and traveler's checks. Guest also has the facility of charging bills to their company. Bill can be sent to the company provided it is on the hotels credit list of approved companies.

BILL TO COMPANY/BTC instructions must be received in writing

on the company letter head, this must mention the mailing address of the company and should also mention to whose attention the bills are to be sent.

Similarly for travel agents the voucher must mention the entitlement of the guest clearly, specifying what component of the bill is to be settled by the travel agent and what part by the guest himself.

Billing letters when received are photocopied. The original copy is sent tot he city ledger for the collection of dues and duplicate is retained with the correspondence.

Some times the billing instructions may be received through the IRS or Regional Sales office of companies, .which are not on our credit list. I n this cases the name of the person authorizing credit must be clearly mentioned.

FRONT OFFICE CASH :

Front Office cash is one of the major areas, in the Front Office department. It is the last area that the guest comes in contact with while leaving the hotel. It deals with the settlement of all the bills of expenses incurred by the guest during the entire stay in the hotel. These bills include the Telephone Charges, Room Charges, Restaurant Charges, Mini bar Charges, & other Miscellaneous Charges.

DETAILS OF THE WORK PERFORMED :

from the room & check that there are any telephonic charges incurred by the guest. If there are any, he feeds it into the computer. Then he takes out the Guest Registration Card along with the bills & makes print out a final bill from the printer through the computer. The final bill. is in triplicate. If the guest is paying by Cash then it is OK, & if the guest is settling the bill through the credit card, then the imprint of it will be fixed to the Registration Card. Then the guest signatures are taken on the imprint & his copy along with the First copy of the bill with the guest ( s signature & the PAID stamp on it is given back to the guest in an envelope. Then the Cashier makes a check out slip, which is given to the guest who gives it to the Bell Desk for the clearance of the luggage.

Besides the clearance & settlement of the bills, the exchange of foreign currency is also done at the Cash Counter. When the guest comes with the Travelers Cheque /Currency Note (both have different exchange rates), En - Casement Certificate Form is made in triplicate. On this certificate is mentioned the Guest's name, Nationality, Passport No., Foreign currency exchange rate, amount in Indian Currency, Balance (if any), & the guest's signature. The Ist copy of this is given to the guest, the 2nd Copy is deleted from the book & the currency note/TC is attached to it, all the details from it are recorded in the RLM & then the currency along with the copy is sent to the bank. The 3rd copy remains in the book.

CONTROL SHEET: Used to tally the total foreign currency inflow

& total Indian currency given in exchange.

CHECK OUT SLIP: Given to the guest at the time of Check - Out

for his luggage clearance.

THE MICROS:

The micro is another computer system, which is very popular in the hotel food and beverage outlets.

This system is based on a graphical interface and uses a touch screen. All dishes served in a particular have a graphical extension on a touch screen through which the total amount charged is transferred to the main computer.

During the night audit procedure all the bills, which have been signed by the in-house guest, are transferred by the computer system on to their respective folios. It is mainly for this transfer that all computer systems are shut down for two hours in the night. This basically involves the conversion of the micros files into fedalio compatible files.

CASH DEPOSIT:

Every evening after the restaurant closes all the cash payments received for 'L-he day are transferred to the Front Office cashier and a receipt is taken for this. At this time all tips received by the restaurant staff that are not in cash i.e. which are signed by the guest on his bill are calculated and given to the restaurant staff by the cashier in return of a petty cash voucher which is kept for records.

Luggage is carried along with the guest to his room. Guest is explained about the fittings facilities in the room. Bell Boy errand card(arrival) is taken from reception at the time of carrying the luggage and then filled in and maintained. Arrival departure of the guest is notified in the bell captains control sheet. Scanty baggage guests are marked and the report is signed from the reception (even in case of regular guests.)

 Morning newspapers are sorted and banged outside rooms by night shift.

 Guest is explained about hotel and room facilities including mini-bar on check up.

 Guest baggage handled and carried to rooms in check-ins and removed and brought to lobby for checkouts.

 Errand card made for arrivals and departures, and arrival cards given by reception at the time of check in.

 Guest mails are mailed, for a specific price.

 Maintaining baggage in the luggage room face of cost.  International newspapers received and distributed.

 Early morning newspapers are distributed in rooms by the night shift.

 In house, Room verification and expected arrival report is resigned and newspaper request list completed.

 In luggage handling arrival cards are given by reception, which are filled up and maintained. Where as departure cards are made at bell Desk.

 Guest luggage is stored in luggage room for which tags are attached to the luggage and receipts given to the guest and the luggage register completed Log book maintained by the shift captains

The Bellboy’s errand card (arrival) is taken before taking the guest to the room. So that, the lobby attendant address the guest by name, If the guest is a regular then the Bell boy escorts him to room and leaves the luggage but incase of a new guest he is explained about the fitting and the facilities to the guest. Guest’s luggage is stored in the luggage room if the guests request so. The Bell Boy errand (and arrival) is completed for errand cards date wise for each month as records.

Early morning newspaper are received and hanged on doors by the night shift. The guest is given a financial and normal newspaper, International and other newspapers are given on request and for this the newspaper request list is maintained. VIP’s and regular guests are given newspapers.

LUGGAGE ROOM

The luggage room is next to bell desk and has racks to store the luggage properly. When a guest requests for his luggage to be stored in the luggage room a tag is attached to the luggage and receipt given to the guest with room no., date and running and type of baggage. A luggage room register is maintained which is then cancelled when the guest takes back his luggage. In House report, Room Verification report and Expected Arrivals Report is received from the computer room and is helpful in functioning of the bell desk.

Guest special request are satisfied by Bell Boys, like buying some things from market etc. Guest mails are mailed for the guest on some cost. Messages and guest fax distribution is handled by concierge.

(departure) is prepared and the bell boy goes to the floor with the trolley and brings down the luggage and then takes the luggage along with the guest to the portico and helps in loading the luggage in the vehicle. Before taking the luggage to the portico clearance is taken from the Cashier through the errand card and this errand card is maintained for records C-form delivery is also the duty of the lobby attendants.

INTRODUCTION

Apart from rooms, a hotel derives a large portion of its profits from service of food & beverages. For a hotel essentially to an elite business clientele like the Trident Hilton they assume utmost importance since the occupancy generally remains above average.

Food is provided by, in a hotel, through various service outlets. These service outlets have a specialty, which is so unique that makes them highly competitive and watering.

The quality of food and beverage does not vary much in same line restaurants but ultimately the most crucial and most talked about aspect of food and beverage is the service that goes along with it. A not so high quality food can be camouflaged by excellent service but never can bad service be camouflaged by good food. The aim of the operation is to make the guest feel relaxed and at home.

ORGANISATION OF FOOD & BEVERAGE

FOOD & BEVERAGE MANAGER



ASSISTANT MANAGER FOOD & BEVERAGE

(RESTAURANTS MANAGER)



SUPERVISORS



CO-ORDINATING DEPARTMENTS

KITCHEN

Garde Manger- To pick up cold preparations, e.g. Salads,

galantines and pates buffets of banquets.

Pantry- To pick up sandwiches, fruit platters, fresh juices,

individual salad portions.

Hot ranges & Grills- Hot food items such as steaks, chops, etc. Bakery & Confectionery- to pick up breads, pastries, cookies

and ice creams.

Still Room- To pick up hot beverages, e.g. Tea & coffee. KITCHEN STEWARDING

This department primarily controls the storage, issue and maintenance of service equipment in the restaurants and kitchens. The sanitation and hygiene of the kitchen and its overall maintenance come under this department. It is also responsible for the employee’s cafeteria.

BARS

The service bar located in the main kitchen dispenses wines, spirits, juices, aerated water and tobacco. The beverage stores are located behind the chef’s office in the main kitchen.

STORES

The source from where the steward can pick up supplies of proprietary sauces, stationary, etc. for the restaurant.

HOUSEKEEPING

This department is responsible for the cleanliness, maintenance and the aesthetic beauty of the hotel. It is also the source for uniforms, linen and flowers.

ACCOUNTS DEPARTMENT

a) Restaurant Cashier

Receives all cash and credit payments made for food and beverage sales in the restaurant and bar. If the guest signs the bill, the steward may verify his name and

room number by asking the restaurant cashier to check on his computer terminal.

AMENITY PLACEMENT IN ROOM SERVICE

1) All regular rooms get a fruit basket and cookies on a daily basis.

The cover for this is:

(a) Dessert Plate, dinner napkin, fruit fork and knife. (b) Finger bowl with rose petals placed on a tea saucer with a doiley paper.

(c)General Manager’s card.

All items are placed on the coffee table.

2) 06 and 10 suites get a Fruit basket+Cookies+Pralines+a bottle of Marquis du Pampadour or any other bottle of alcoholic beverage as specified by the General Manager.

The cover for this will include:

(a) The Fruit basket covers as above.

Fruit basket and cover are placed on the dining table. The Pralines and cookies are kept on the bedside table and the alcohol with glasses etc., on the minibar counter.

3) 01 and 50 suites get a leaf platter with a Fruit basket+ cookies+Pralines+MDP\bottle of alcohol.

The cover and placement are the same as for the Suites 06 and 10.

4) If a regular room is sent any alcohol, it is placed on the TV cabinet or the Minibar counter.

5) A Half Bar whenever sent is placed on the Minibar counter and consists of:

i. Gin ii. Vodka iii. Rum

iv. Regular Scotch

6) A Full Bar is placed on the Minibar counter and consists of: i. Gin

ii. Vodka iii. Rum

iv. Premium/Regular Scotch v. Premium/Regular Cognac vi. Sherry

vii. Campari

viii. Liqueurs- 02 bottles

7) No cover is placed with a Half or Full Bar as glasses and ice are replaced on a daily basis by butler services

BUTLER SERVICE

Butler service, in a hotel, implies highly personalized service, almost on a one-to-one basis. The butler is there to meet the various needs of a very discerning and VIP clientele.

1) Personalized service means recognition, the butler should really get to know his guests personally. He should know their preferences in the food and beverage, how they like their things placed in the room, their routine, etc.

2) Butler service is anticipating needs. The Butler should be able to plan for a guest in advance i.e., order canapés, organize a wine bucket and glasses if the guest is expecting visitors.

3) Butler service is attention to detail. The butler’s insistence on repairing small defects in the room, of over-seeing the service of food, of ensuring speedy clearance, are great contributions. The guest’s slippers at his bedside, and pajamas folded at the foot of the bed in the evening, lend class to the service, as does the newspaper folded on the morning tea tray.

4) Butler service is assistance in every possible way from getting his stamps to organizing a sight-seeing tour or suggesting where he can buy flowers for his hostess before he goes out for dinner.

5) Knowledge of city/sights/India/Oberoi chain.

Butler service is a service which is very costly for the hotel, so it is upto the butler to make a name for himself and his hotel, for

ROOM SERVICE

1) Parent department. 2) Fruits and flowers.

3) Amenities, premium bar, full bar, regular bar,

chocolates and cookies, cake and champagne, long stay amenities.

4) Food and Beverage orders. 5) Handling complaints.

6) Clearance of rooms. 7) Table reservation.

8) Information regarding likes and dislikes. 9) Packing of picnic snacks, meals, etc.

FOOD AND BEVERAGE CONTROL

1) Minibar procedures and inventories. 2) Beverage stores follow up.

RESTAURANTS

CILANTRO

Type of Cuisine:

Food Theatre for all 3 meals, with an array of cold and hot stage options featuring cuisine from the Occident, the Orient and the Americas.

Opening hours:

6:30 am – 01:00am Covers:

64 Seats in the main restaurant and 40 seats in the verandah.

o A combination of high back upholstered chairs and armchairs with fabric seats.

SAFFRON

TYPE OF CUISINE:

A selective cull from the greatest culinary traditions of Northern India. A fortnightly rotation of highlights from different regional

cuisines of the country such as:

o Bengal in the East

o Kashmir in the far North

o Andhra Pradesh and Kerala in the south

o Goa and Gujarat in the west.

Opening Hours:

Lunch 1230 Hrs - 1530 Hrs

Dinner 1930 Hrs- 2330 Hrs

Covers: 42 Entertainment:

Ambience:

An electric fusion of black granite, gold leaf and thekri work, with golden columns as part of the center feature. Show plates on black runners and ecru table cloths.

THE BAR

TYPE OF CUISINE:

A small selection of finger snacks and a selection of cocktails and wines by the glass.

Opening hours:

09:00 am – midnight

Covers: 40 Ambience:

POOL BAR

TYPE OF CUISINE:

Light Snacks and spa cuisine

Opening hours:

10:00am – 8:00pm

Covers: 12 Ambience:

BANQUETS

 Breakfast : Early Morning- 10.00AM

 Conference/Lunch : 8.30AM – 5.30PM

 Lunch : 12Noon – 3.00PM

 Hi-Tea : 3.00PM – 6.00PM

 Cocktails : 7.00PM – 9.00PM

 Cocktail/Dinner : 7.30PM Onwards

BRIEF ON BANQUETS

1) All banqueting areas are sold in two sessions: Morning: 8.30AM – 5.30PM

Evening: 7.00PM Onwards

2) A minimum guarantee of 20 persons is charged for all meals. 3) Rental is charged for banquet venue if no meal is consumed. 4) Rental and minimum guaranteed persons is charged for,

should the banquet venue be reserved on 24 hour basis. 5) Conference package includes lunch/hi-tea and two services of

tea/coffee with assorted cookies.

6) Pads with pencils, flipchart board with charts and marker, whiteboard with marker, a conference kit for speaker, lectern with microphone or collar microphone, wooden pointer, registration table, dais for head table, mints and small table flower arrangements are provided as conference aids.

7) audiovisual equipment, photocopy, translation facilities, banners/backdrops, stage, etc. are organized through regular contractors and charged to the guest.

8) Outdoor catering are undertaken after checking and reconfirming all internal reservations on that day. Approval of Executive Assistant Manager (Food & Beverage) is taken, if necessary.

9) 25% outdoor catering charge is levied on the basic rate for all outdoor catering and transportation charge of Rs.3500/-is charged. Tent house equipment are charged extra as per actual requirement/order.

10) Ice carvings or jelly logos (in-house facility) are committed only after prior approval from kitchen. The same may/ may not be charged according to profile of function.

11) Bottle rates are charged for all beverages.

12) L-20 (Liquor License for Banquets) fee is charged for all guests irrespective of number of guests or venue (either rooftop or lobby level).

13) Minimum liquor consumption from hotel is shown in all functions where guests are permitted to get their own liquor. 14) Corkage is charged when guests supply their own liquor. Themes as per guests’ requirements can be specially

catered.

15) Banquet Function Contract is signed for all functions.

16) Credit is extended only to those companies who feature on the centralized credit list as circulated by Financial Controller.

17) Direct payment by cash, credit card or cheque is collected from individuals/companies who do not feature on the credit list.

18) Advance is to be collected from all companies/individuals who do not feature on the credit list.

19) Snacks are to be charged extra for all Dinner/Lunch functions. Per dozen rates would apply for the same.

IN ROOM DINING

The Room Service is a very important outlet of the Food and Beverage department. It provides food and beverages guests in their rooms as and when ordered by them. The food is served at the exact time stated by the guest. To avoid any delays, there is a separate Room Service elevator, used exclusively by the Room Service staff to provide quick and efficient service to the guests.

Room Service trays which are set up with all the essential cutlery and crockery. But if the order is for a number of items or for more than 3 to 4 guests, special Room Service trolleys are used to serve the order. These trolleys are collapsible and when opened, have a round table shape. Below the tables are placed food warmers, which keep the food warm. There is a separate Room Service Order Taker’s cabin which has 2 MICROS placed for Room Service Order Takers. As and when the guest call is received, the order is taken by the Order Taker (generally a lady) and a KOT is printed, which comes out at the printer near the Supervisor’s

PROCEDURE

a) When a guest calls the Room Service, his order is taken by the order taker who posts the entries into the computer.

b) The cheque is printed on a printer which is kept at the supervisors desk.

c) This cheque has 4 copies –KOT, Guest copy, Accounts copy and F&B control copy.

d) The KOT and F&B control copy are taken off by the supervisor and given to the kitchen and Room Service steward who lays the trays or a trolley.

e) The breakfast is collected from the Room Service kitchen, some of lunch, dinner items are picked up from Main Kitchen or any other F&B outlet.

f) After the food is picked up, it is kept on a tray which is kept at the Supervisor’s desk. The Supervisor checks the order before it goes to the room.

g) Accompaniments of different foods (Indian, Chinese) etc. are also placed.

INTRODUCTION

Hotels are justly proud of their reputation for fine cuisine and elegant dining. Food production is an integral part of the services of the hotel. When the guest arrives at the hotel he not only expects a comfortable and relaxed stay , but he also expects good food of the highest possible standards Especially in today's times with growing competition it is very essential that the hotel tries to provides as many food outlets to the guest serving various kinds of quality cuisine.

Nowadays the restaurants not only provide services to the in-house guests but also to the local guests and the recognized patrons. In fact many of the hotels are famed by their food outlets and their chefs. A good example of this fact is the famous Thai cuisine restaurant at the Oberoi's the 'Baan Thai' whose chef is a well renowned person from Thailand. Although at the Oberoi's more importance is given to the rooms rather than the food production, it cannot be denied that the various restaurants do a lot of business and thereby generate a good amount of revenue for the hotel.

Food production is the conversion of food from the raw to the palatable state. It is no longer a profession concealed in mystery like the secrets of the ancients. The great wealth of food knowledge and most of the secrets are available easily today with its formula. There are principles, procedures and techniques in food production just as there are in other fields.

Food production is a respect to the connoisseurs of food who have been passing techniques and styles of cooking from generation to generation. It is due to this fact that food production has developed to the advanced form it portrays today. Even for

Oberoi’s there are six restaurants and room service available for providing service to the guests. For the functioning of these outlets there are a series of kitchen provided. Although these entire kitchens were not covered during our training period the following were provided to us for the same.

ORGANIZATION CHART

Executive chef Sr. Sous chef

MAIN KIT. BAKERY GARDE MANGER BUTCHER SATELLITEKIT.

Master Master Chef de partie Chef de partie Master Craftsman Craftsman

Craftsman

Chef de partie Chef de partie Commis I Commis I Chef dePartie

Commis I Commis I Commis II Commis II Chef de partie

Commis II Commis II Commis III Commis III Commis I

Commis III Commis III Apprentice Apprentice Commis II

Trainees Trainees Trainees Trainees CommisIII

/Apprentices /Apprentices /Apprentices

KITCHEN EXECUTIVE

Responsible to : Executive Chef Responsible for : Kitchen Section

Duties & Responsibilities:

1 He is responsible for overall smooth and efficient functioning of the whole section

2. Ensures that prescribed recipes and standards are followed. 3. Responsible for quality control, improving standards and

innovation.

4. Co-ordination with all the other departments and sections of the kitchen.

5. Attend the morning meetings and perform administrative duties for the section.

6. Prepares the duty roasters.

7. Authorizes all the formats like requisition, transfers etc.

8. He is also authorized for granting leave to personnel in his own section.

SOUS CHEF

Responsible to : Master Craftsman

Responsible for : Chefs working under him

Duties & Responsibilities:

The sous chef is responsible for his particular department which may vary e.g. pastry, garde manger. He issues a duty Register for his department and hands over duty sand responsibilities for the staff working under him.

The sous chef is answerable to the executive chef and he has to keep the functioning of his particular department up to date. He sanctions overtime and leave for the personnel in his department. The employee disputes of a minor nature regarding day- to - day operations are dealt with by the sous-chef.

COMMIES:

Responsible to : Kitchen Executive Responsible for : Apprentices

Duties & Responsibilities:

I. Maintain overall cleanliness. 2. Prepares the food dishes.

3. Responsible for proper usage of raw materials and equipments.

4. Ensures proper storage of raw materials. 5. Ensures the store kick-up is proper.

APPRENTICE COOKS

Responsible to : Master Craftsman

Duties & Responsibilities:

The apprentice cooks are on the induction level as they have to develop their knowledge about the basics of cookery.

As apprentice cooks, their main objective is to help out, learn and be observant at all times.

Most of the times, they are handed over with tasks like cleaning, cutting and doing mis-en-place.

UTILITY WORKERS

Mazdoors are blue-collar laborers and their main task is of cleaning the kitchen, thus maintaining cleanliness at all times. The traulsens and walk-ins being a part of the kitchen, they are also cleaned by the Mazdoors.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system of kitchen functioning though in some places centralized system is used. The main sections of the food production department are:

1. MAIN KITCHEN: This section of the kitchen is divided into 3

sub section as following: a. Soup Section

b. Hot Range (continental) c. Indian Kitchen

This section mainly serves to outlets as room service, La Rochelle, Coffee shop, Banquets.

2. GARDEMANGER: This section deals with the cold meat and

food for the department. It serves to all the outlets of the hotel such as Butlers Pantry, Room Service, Coffee Shop, La Rochelle, other sections of the kitchen etc. It is a decentralized kitchen working 24 HRS.

3. BAKERY: This is the section of the kitchen working

continuously and producing high quality Cakes, Pastries, Desserts, Breads rolls etc. It is a decentralized kitchen working 24 HRS.

4. BUTCHERY: Butchery in hotel terminology is also called "Meat

Fabrication" as it is involved in changing the form of meat, poultry, fish etc. from unclean and large chunks to clean and appropriate sizes as required for various purposes.

5. COFFEE SHOP KITCHEN: This kitchen serves all the

continental dishes on the menu 24 hrs- a day.

6. SPECIALTY KITCHENS: These are the kitchen solely working

for the restaurants they are attached to. These kitchens produce only the type of cuisine offered by the restaurants. The kitchens work on break shift basis except for North West Frontier cuisine kitchen as it involves a great deal of cooking over a long period of

time.

REQUISITION AND INDENTING:

Everyday each section of the Kitchen prepares a requesting for all the materials needed for the next day. The requisition for grocery, perishables and Butchery items are made separately because they are manned by different personnel. All the requisitions after being are made are sent to the Chefs office, who approves after carefully going through it. He takes into account:

a. The stock of items kept in cold walk-ins. b. The presently available resources.

c. The food cost percentage. d. The function of the day.

As explained earlier, every section does this process to meet the next day’s requirement. The Gardemanger section does the above process by the help of CDP and the daily indent would consist of:

INDIAN KITCHEN

This section is the main kitchen which is responsible for the preparation of all Indian dishes. It caters to the requirements of Coffee Shop, La Rochelle, Room Service and Banquets. The kitchen is divided into 3 parts,

1. A la carte and tandoor section 2. Halwai section

3. Banquet section

A la carte section: this section responsible for the preparation

of the dishes on the menu of coffee shop and room service and is also responsible for the preparation of the lunch buffet for La Rochelle. The section is further divided into south Indian section and Indian section .

Tandoor section: This section is responsible for the preparation

of the all Tandoor items. Its basic function of the morning includes supply of breads to La Rochelle.

Halwai section: This section is involved in the preparation -of all

Indian sweets whether hot or cold. All the dishes are prepared by the Halwai for ‘a la carte menu’ as well as banquet parties and kept in the cold storage under lock and key.

Banquet section: This sections primary job is bulk production of

food. This section prepares food for banquet functions as per the function prospectus.

The Indian kitchen can also be broadly classified on the basis of its functions:

SECTION

FUNCTION

Dispensing dessert. Pantry lassi (sweet & salted)

Salads, raita, curd etc.

Halwai Indian desserts in the menu are prepared here.

Curry section Makhanis, Kormas, dals, etc Tandoori Section Tandoori items including roti etc. Rice Section Biryanis, pullao, are prepared here

South Indian Section Idlis, Dosas are prepared. Back Area Used for mis-en-place,

quantity cooking for banquets etc.

SHIFT TIMINGS:

The kitchen works on two shift except for one cook working in the night shift in the A la carte section because of coffee shop order.

Morning Shift : 0700 HRS - 1600 HRS

Evening Shift : 1500 HRS - 0000 HRS Night shift : 2200 HRS - 0700 HRS

The number of people working in each shift (morning and evening shift) is seven.

IMPORTANT OBSERVATIONS

The kitchen also has a South Indian section for the preparation of dosas uttpams, idli, etc.

chappaties, naans, paranthas, etc.

Most of the meat items are marinated well in advance and kept in the walk in.

The section handling banquets is situated away from the a la carte area to avoid confusion.

The food is cooked to semi-cooked stage a day in advance. Chopped coriander leaves goes as a garnish for most dishes. Banquet style of cooking is quite different from a la carte. There is a hot rays counter for pick-up of dishes

There is extensive use of masalas and dried herb powder. Pappad and laccha onions go as standard accompaniments. The wet gravy paste is prepared in the large wet grinder.

The chef in-charge generally does a break shift to control both shifts.

A little extra should always be maintained to avoid cutting a sorry figure at the last moment.

The staff works in good harmony with each other,

The kitchen caters to room service, coffee shop and the banquets.

EQUIPMENT USED IN INDIAN KITCHEN

NAME FUNCTION

High pressure Burners cooking of food

Hot plate for preparation of dosa and slow cooking

Traulsen for storing of perishable products. Masala grinder for making pastes, masalas etc. Steamer for cooking and boiling

Clay tandoor for preparation of tandoori items.

FORMATS & REGISTER'S USED

Name Function Given to Kitchen Transfer Used for Concerned inter Kitchen Kitchen section

exchange.

Store-Room Used for 1st copy stores,

Requisition getting items 2nd F&B controls

3rd book copy

Leave Card For getting kept in chefs

Leaves/holidays office. Sent to

Pers onnel

Dep artment

Function Gives Information All Concerned Prospectus for Banquets sections of Kitc hen

TANDOOR:

Mis-en-Place Seasoning Garnish Marinated Garam Masala Onion rings Murgh Malai Chilly powder sliced cucumber

onion

Chicken Minced Kasuri methi Desi ghee Black Salt

Ajwain Egg

Tandoor is a very important and busy section as it provides the Indian breads and the tandoori in this section two tandoor are fixed which are made of clay, one service counter and one in table is provided. The various types of Indian breads are;

 Kulcha Paratha  Khasta roti  Pudina paratha  Methi Paratha  Naan  Masala kulcha  Roomali Roti

BAKERY

The bakery consists of a twin room enclosure called the confectionery and the bakery (The place where all the baking is done) with its own walk-in and deep freeze. It is the place where the preparation of Cakes, Breads, Pastries, and Tarts etc takes place. It provides a large variety of desserts and beverages for the benefit of the guest. Its sales are done through its outlet christened 'THE GOURMET SHOP'. It is a guest’s delight to be in the outlet which brings into combination one of the best products with the hospitality of the staff at work. The bakery provides service to Coffee shop, Room service, La Rochelle, Butler pantry, Banquets, Pastry shop & all specialty kitchens.

SHIFT TIMINGS:

The Bakery is a 24 hrs operational department working in three shifts to cope up with the work load.

MORNING SHIFT 0700 HRS - 1600 HRS. EVENING SHIFT 1500 HRS - 0000 HRS. NIGHT SHIFT 2200 HRS - 0700 HRS.

The number of staff working in Morning Shift is 9 and- evening shift is 5

OBSERVATIONS :

The bakery is divided into a baking room, pastry area, puff area, and a Gateau area.

It also has an ad ascent chocolate room for chocolates and pralines. Cakes of various types including special orders with written messages are prepared here.

All the breads, pastries, muffins etc are prepared in the night. The bakery section has various types of imported flours required for breads.

The bakery has its own pot wash.

Each bread and pastry has a set decor and its picture is set up to get required shape.

The bakery’s cold storage is used to store perishable items like the dough, prepared pastries, cream, milk, butter etc.

The deep freezer is used to store hotel-made ice-creams, mousses, etc.

Hard liqueurs like rum, tequila, whisky, etc are also used to add flavors to some of the preparations.

The main icings made are :

1. Royal Icing : Egg white and icing sugar beaten to a peak. 2. Butter Icing : Butter and cream are whisked together. 3. Fondant Icing : Icing sugar and water. If fondant icing needs to be in chocolate, then cocoa powder is added. 4. Vanilla Cream icing : Cream and Sugar are whisked. 5. Truffle Icing: Chocolate and milk are whisked.

PUFF SECTION

The Puff Section consists of a big rolling machine to roll out the dough. The dough may be needed for Danish pastries, pralines, savory dough, flan dough, beaches, volt au vents or cheese sticks etc.

There are two main types of dough’s used via : 1. Savory Dough.

2. Puff/Flaky Dough.

Out of these, they are molded into tarts or botches or volt au vents, filled in with choice fillings and sent up for sale.

CONTINENTAL KITCHEN

As the name clearly indicates, it is responsible for the preparation of all continental dishes and their service to outlets such as La Rochelle, Room service and the banquets. This section is divided into 2 parts.

1. Soup Section. 2. Hot Range.

1. Soup Section: This is the section preparing all types of soups for all banquet functions and restaurants. The section has one chef working, who prepares all the soups. Everyday about 7-8 soups are prepared excluding the party soups and the quantity produced is 150 cups of each soup daily. This section also prepares stocks of different type for use in soup section as well in any other part of kitchen as required. The section gets the raw materials en daily requisition basis to stores and butchery. The

Mulligatawny Soup Cream of Tomato soup

Tomato Shorba Soup Cream of Leafy Spinach soup Cream of Mushroom soup Seasonal soups

2. Hot Range: This section of the main kitchen is responsible for preparation of food for the restaurant buffets in the morning and a la carte menu to the restaurants in the evening. It is further divided into the following.

Vegetable section Grill section range section Saucier section Pantry section Shift Timing: Morning Shift : 0700 HRS – 1600 HRS Evening Shift : 1500 HRS – 0000 HRS

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all carvings and displays are carried out. Here the staff is skillful and the work done is very different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a decorative and fancy manner are done to improve the image and the standard of the hotel. Fancy carvings and decorative displays are always liked by the guests.

The total strength of the kitchen comprises of 7 people. The Garde Manger is a small kitchen with one walk-in cooler and one traulsen. It is located right beside the Pastry Kitchen and is not

far from the Main Kitchen. Here the items and displays would be made according to the party sheet. It mainly caters to parties and buffets. The daily timings are from 0700 hours to 1700 hours. Canapés, sandwiches and similar items are also made.

SHIFT TIMINGS:

There is only one shift as the kitchen caters to buffets and parties for which preparations are always done in advance.

The Garde Manger section does not have a kitchen executive and is headed by two chefs de partie’s and one commis I followed by cooks and apprentices.

ORGANIZATIONAL STRUCTURE

Chef de partie Commis I Commis II

Apprentice/trainees

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function. Cross check the function prospects.

Prepare the salads for buffets in coffee shop and La Rochelle. Prepare cold meat platters, canapé platters for outlets.

Prepare dressing and garnishes for the salad buffets.

Peeling of sweet lime and taking out the juice for La Rochelle lunch.

Preparing for next days breakfast fruit platters.

INTER DEPARTMENTAL RELATIONSHIP

The ‘Kitchen’ has a direct relationship with the following departments:

F & B outlets

It has been already discussed how the kitchen is related to the F&B outlets. (The outlets sell what the kitchen provides) the intimate relationship makes the earning & maximization objective of the F & B department, a reality.

Kitchen Stewarding

Stewarding serves the kitchen in the following ways:

Cleaning of kitchen areas thus ensuring proper hygienic standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the Engineering and maintenance department.

House-keeping department:

For uniform.

Other Operations:

Kitchen staff and kitchen stewarding department jointly run the staff cafeteria.