Leela Palace Bangalore IT Project

A PROJECT PEPORT ON OPERATIONAL ASPECTS OF The Leela Palace Kempinski Bangalore
Submitted in partial fulfillment for the requirement of
Bachelor of Hotel Management Degree Of BANGALORE UNIVERSITY YEAR: 2010-2011
Submitted By: SHARON DANDGE
III Year BHMReg. No.: O8UMCO7
ACKNOWLEDGEMENT
ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY 1 2012-2013
I am very thankful to Mr. Thamzihan, Principal, Army Institute Of Hotel Management And Catering Technology,Bangalore for his courteous support for completion of this project. I extend my sincere thanks to Mr. Thomas Mathew, Training Co-ordinater, for his moral support during the course of my project. I also thank Mr. Sathish and all staffs of the hotel who directly or indirectly helped me in completing the project with their suggestions. Finally, I thank all of my friends for their assistance when needed during the period of my project. Sharon Dandge.
SYNOPSIS
This project has been done to fulfill the requirements of Bangalore University for Completion of 6th Semester BHM. I was trained in The Leela Palace Kempinski, Bangalore, Karnataka. The project is based on all that I learned there in the course of six months. It outlines the different departments of the Hotel and the way there including a set of standards Procedures Following are the four departments, where I have done my training: Front Office House Keeping Food and Beverage Production Food and Beverage Service. The different problems faced along with the proposed solutions for the departments are also put down. This project helped me to put the entire the entire training experience in Black and White. It also helped me to put the training experience in particular to understand the extent to which I learned about total operations during my six months training.
Sharon Dandge.
DECLARATION
I ,Sharon Dandge, hereby declare that this project titled OPERATIONAL ASPECTS OF THE LEELA PALACE KEMPINSKI BANGALOR E is based on the original project study conducted by me, under the guidance of Mr. Thomas Mathew. This has not been submitted earlier for the award of any other degree by Bangalore University or any other University.
Bangalore Date: Sharon Dandge
CONTENTS
Chapter No. 1. 2. 3. 4. Title Introduction to The Hotel Industry Aim, Objectives and Methodology Profile of the Place Profile of the Hotel Introduction to Leela Group Introduction to Leela Palace, Bangalore 5. Hotel Core Departments Introduction to Front office Introduction to House Keeping Introduction to Food & Beverage Service Introduction to Food & Beverage Production 6. Supporting Departments Purchase & Stores Personnel & Training Department Accounts Department Sales & Marketing Department Security Department Kitchen Stewarding
7. 8.
Problems & Solutions Conclusion Annexure
CHAPTER 1 INTRODUCTION
INTRODUCTION TO HOTEL INDUSTRY:

The hotel industry is a mature industry marked by intense competition. Market share increases typically comes at a competitors expense. Industry-wide, most growth occurs in the international, rather than the domestic, arena. Common American hotel classifications are as follows: Commercial Hotels cater mainly to business clients and usually offer room service, coffee-shop, dining room, cocktail lounge, laundry and valet service as well as access to computers and fax services. Airport Hotels are located near airports and are a conveniently located to provide any level of service from just a clean room to room service and they may provide bus or limousine service to the air lines. Conference Centers are designed to specifically provide meeting space from groups; they provide all services and equipment necessary to handle conventions. Economy Hotels provide a limited service and are known for clean rooms at low prices meeting just the basic needs of travelers. Suite or All-Suite Hotels are hotels which offer spacious layout and design. Business people like the setting which provides space to work and entertain separate from the bedroom. Residential Hotels used to be very popular. The typical residential hotel offers long term accommodations.
Casino Hotels are often quite luxurious. Their main purpose is in support of the gambling operation. Casino hotels often offer top name entertainment and excellent restaurants. Resort Hotels are the planned destination of guests, usually vacationers. This is because resorts are located at the ocean or in the mountains away from inner cities. Resort hotels may offer any form of entertainment to keep their guests happy and busy
GROWTH OF HOTEL INDUSTRY

While the practice of renting space to travelers stretches back to antiquity, what could be considered the modern concept of a hotel derives from 1794, when the City Hotel opened in New York City. While the practice of renting space was not new, the City Hotel was purported to be the first building devoted exclusively to hotel operations. For its time, the building was quite large and possessed 73 rooms. Similar operations soon appeared in such nearby cities as Baltimore, Boston and Philadelphia. Interestingly, New York Citys first skyscraper was a hotel - the six stories Adelphi Hotel. Hotels took a distinct step up in style and class when the Tremont House opened in Boston in 1829. This hotel was considered by many to be the beginning of what was regarded as first class service. With 170 rooms, the Tremont House was a large facility. In addition, the hotel offered features which, for the time, were amazing. Private single and double rooms were available, which offered not only privacy, but also security. In addition to water pitchers and a washing bowl, free soap was provided in each room. The Tremont House offered French cuisine and, reportedly, was the first hotel to have a Bellboy. In 1908, the Buffalo Sattler opened, marking the beginning of the modern commercial hotel era. Many services now considered standard were introduced by the Sattler, including such amenities
as a light switch next to the door, private bathe, ice water and a morning newspaper. The Sattler set the standard of the day by being clean, comfortable and affordable. The Sattler served as the pattern for hotel design and operation for many years. In the 1920s, hotel building entered a boom phase and many famous hotels were opened, including the Waldorf Astoria, New Yorks Hotel Pennsylvania, and the Chicago Hilton and Towers, which was originally named the Stevens. Motels began to replace roadside cabins as use of the automobile spread throughout society. Offering clean rooms with adjacent parking, motels enjoyed great popularity with the traveling public.
In the 1950s and 1960s, the practice of franchising appeared within the industry. Franchising enabled entrepreneurs to expand their operations without the use of substantial capital. For much of their history, hotels were owned and operated by individuals. However, as franchises and chains began to appear, individually owned hotels found themselves increasingly at a competitive disadvantage. By the 1960s, independent prospects began to improve as the result referral organizations such as Quality Courts, Best Western, Master Host and Best Eastern. From the 1980s forward, mergers and acquisitions became common within the industry, and brands become hotly traded commodities. Recently, use of management companies has entered the mainstream. As a result, many chains are more involved in management than in ownership. These chains realize a much more predictable and steady income stream than had normally been yielded by ownership.
HOTEL INDUSTRY IN INDIA

Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish. 'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010.
With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy.
TOURISM INDUSTRY IN INDIA
Tourism in India is the largest service industry, with a contribution of 6.23% to the national GDP and 8.78% of the total employment in India. India witnesses more than 5 million annual foreign tourist arrivals and 562 million domestic tourism visits.[ The tourism industry in India generated about US$100 billion in 2008 and that is expected to increase to US$275.5 billion by 2018 at a 9.4% annual growth rate. In the year 2009, 5.11 million foreign tourists visited India. Majority of foreign tourists come from USA and UK. Rajasthan (Land of Kings), Tamil Nadu, Maharashtra, Delhi and Uttar Pradesh were the top four states to receive inbound tourists. Domestic tourism in the same year was massive at 650 million. Andhra Pradesh, Uttar Pradesh and Tamil Nadu received the big share of these visitors. Ministry of Tourism is the nodal agency to formulate national policies and programmers for the development and promotion of tourism. In the process, the Ministry consults and collaborates with other stakeholders in the sector including various Central Ministries/agencies, the State Governments/ union Territories and the representatives of the private sector. Concerted efforts are being made to promote new forms of tourism such as rural, cruise, medical and eco-tourism. The Ministry of Tourism is the nodal agency for the development and promotion of tourism in India and maintains the Incredible India campaign.
According to World Travel and Tourism Council, India will be a tourism hotspot from 2009 2018, having the highest 10-year growth potential. The Travel & Tourism Competitiveness Report 2007 ranked tourism in India 6th in terms of price competitiveness and 39th in terms of safety and security. Despite short- and medium-term setbacks, such as shortage of hotel rooms, tourism revenues are expected to surge by 42% from 2007 to 2017. India's 5,000 years of history, its length, breadth and the variety of geographic features make its tourism basket large and varied. It presents heritage and cultural tourism along with medical, business and sports tourism. India has a growing medical tourism sector. The 2010 Commonwealth Games in Delhi are expected to significantly boost tourism in India.
INTRODUCTION OF GLOBAL TOURISM
Pressure on national and local governments to rapidly develop their tourism potential to meet demand and produce benefits, makes it more essential than ever to plan carefully and consider the human and environmental impacts of tourism development. That is why, as SecretaryGeneral of the World Tourism Organization, I am pleased to see the serious analysis of the problems and prospects of the tourism sector as presented in this third edition. -- Francesco Frangible, Secretary-General, World Tourism Organization Now in its third edition, Global Tourism draws on the insight of thirty-nine contributors to chronicle and foresee the effects of tourism on contemporary society. Contributors provide interdisciplinary, international perspectives on the critical questions, problems, and opportunities facing the tourism industry. Invaluable to academics and professionals alike, Global Tourism offers a comprehensive exploration of the key issues in tourism. Authors draw on their individual insights to assess and critique contemporary tourism and take a view of the future. Fully revised and re-developed, new chapters examine: * The future of tourism * Difference in travel characteristics of significant travel segments * Sustainability standards in the global economy * Crisis management in tourist destinations * Tourism and social identities * Tourism, mobility, and global communities.
ECO TOURISM
The Cedars in Lebanon
Fernando de Noronha in Brazil
Wolin National Park
Ecotourism is responsible travel to fragile, pristine, and usually protected areas that strive to be low impact and (often) small scale (as an alternative to mass tourism). Its purpose is to educate the traveler; provide funds for ecological conservation; directly benefit the economic development and political empowerment of local communities; and foster respect for different cultures and for human rights. Since the 1980s ecotourism has been considered a critical endeavor by environmentalists, so that future generations may experience destinations relatively untouched by human intervention.Several university programs use this description as the working definition of ecotourism Generally, ecotourism focuses on volunteering, or voluntourism, personal growth and environmental responsibility. Ecotourism typically involves travel to destinations where flora, fauna, and cultural heritage are the primary attractions. One of the goals of ecotourism is to offer tourists insight into the impact of human beings on the environment, and to foster a greater appreciation of our natural habitats.
Responsible ecotourism includes programs that minimize the negative aspects of conventional tourism on the environment and enhance the cultural integrity of local people. Therefore, in addition to evaluating environmental and cultural factors, an integral part of ecotourism is the promotion of recycling, energy efficiency, water conservation, and creation of economic opportunities for local communities For these reasons, ecotourism often appeals to environmental
tourist Dos & Donts

In India too the movement is gathering momentum with more and more travel and travel related organizations are addressing the needs of the eco-tourists and promoting eco-tourism in the country. Some basic do's and don'ts of eco-tourism are listed below:
Do's
Carry back all non-degradable litter such as empty bottles, tins, plastic bags etc. These must not litter the environment or be buried. They must be disposed in municipal dustbins only. Observe the sanctity of holy sites, temples and local cultures. Cut noise pollution. Do not blare aloud radios, tape recorders or other electronic entertainment equipment in nature resorts, sanctuaries and wildlife parks. In case temporary toilets are set-up near campsites, after defecation, cover with mud or sand. Make sure that the spot is at least 30 meters away from the water source. Respect people's privacy while taking photographs. Ask for prior permission before taking a photograph.
Don'ts
Do not take away flora and fauna in the forms of cuttings, seeds or roots. It is illegal, especially in the Himalayas. The environment is really delicate in this region and the bio-diversity of the region has to be protected at all costs. Do not use pollutants such as detergent, in streams or springs while washing and bathing. Do not use wood as fuel to cook food at the campsite. Do not leave cigarettes butts or make open fires in the forests. Do not consume aerated drinks, alcohol, drugs or any other intoxicant and throw bottles in the wild. Do not tempt the locals, especially children by offering them foodstuff or sweets. Respect local traditions. Polythene and plastics are non biodegradable and unhealthy for the environment and must not be used and littered.
GRAGH OF YEARLY GROWTH OF TOURISM
TOURISM STATISTICS
Statistical data is an important tool for the planners and policy makers. These data help the policy makers in planning, policy formulation and in observing the progress and impacts of the schemes. In a less serious sense these tourism statistics help the travelers to plan their trip. The tourism statistics of India gives details of international and domestic tourism. This is noted year wise. This tourism related data help us to know the rate of growth in the travel and tourism industry.
Inbound Tourism Statistics - India is visited by a huge number of tourists from all over the world and every year a change in the figure is recorded...
Outbound Tourism Statistics - The mind blowing atmosphere and opportunities of foreign lands compels Indians to cross boundaries...
Domestic Tourism Statistics - Indians have a special fascination for travelling. Their need make them journey different places. A quick look at the domestic tourism statistics would reveal that...
TOURISM ATTRACTION IN INDIA

India is a land replete with rich cultural heritage and illustrious religious and political history. The tourist attractions in India have a charm of their own and provide the travelers with an opportunity to know a lot about the rich historical legacy of the country. India has an in exhaustive list of Tourist Attractions spread across different States and Union Territries. From beautiful natural sites to towering man made architectural instances, India is home to an extensive variety of tourist attractions. Lush green forest cover, gurgling streams and rivers, ice capped peaks, historical monuments, sunny beaches, beautiful & ancient temples and mosques, a host of museums, shopping arcades and entertainment centers features in the list of Indian Tourist Attractions. India is broadly divided into 4 regions namely North, West, South
and East with every region having innumerable tourist attractions for the visitors who are on a tour to this picuresque country. As a tourist, one must enjoy all the varieties of attractions and the tourists sites that can be witnessed. After classifying these attractions by the region, a tourist can find thousands of attractions all across India. Tourist Attractions In North India The northern part of India boasts of some of the major tourist attractions. A tourist during his North India Tour can witness the marvelous Taj Mahal, which is considered as the unique masterpiece of love built by the famous Mughal emperor Shah Jahan in 1649 in memory of his beloved wife Mumtaz Mahal. The other north Indian tourist attractions also include Qutub Minar, Red Fort, Lotus Temple, Jama Masjid, Golden Temple, Jaisalmer Fort, Himalayan mountain range, Hawa Mahal, and many picturesque hill stations in north India like Uttarakhand and Himachal Pradesh. All these tourist attractions in North India are not only known for their stunning views but are famous for their serene ambience and magnificent vistas. South Indian Tourist Attractions When it comes to visit the great tourist attractions in India, South India is the perennial favorite of the tourists. These include some of the beautiful tourist sites like Kerala Backwaters, Ooty, Rock Fort Temple, Golconda Fort and Char Minar. Backwater tour to Kerala, South India is acknowledged as one of the exciting ways of enjoying holidays in India. Being known as the God's Own Country, Kerala welcomes tourists from across the world to experience the refreshing greens, the coconuts canopies, and the exotic beaches of the state. There are many famous temples in South India, which include Meenakshi Temple, Somnathpuri Temple, Tirupati Balaji Temple, and many others.
Apart from the Temples South India is rich in many exotic hill stations. Munnar, Ponmudi, Chithirapuram, Devikulam, Idukki, Nelliyampathy, Attappady are some of the famous hill stations in Kerala which are of tourist interests and is the most preffered attraction for a visitor. Tourist Attractions In Western & Eastern Parts Of India Like the northern and southern parts of India, the eastern and western parts of country are also home to some of the popular tourist attractions. Jamnagar, Maharashtra, Ahmedabad, Gujarat, Vadodara are the major cities of the western part of India. These cities include a wide range of tourist Attractions that are frequently flocked bytourists in large numbers. Goa is the smallest state of India and it features many famous beacheslike Baga Beach, Anjuna Beach and many man made wonders depicting the Portugese era shown by The Forts and The Churches. When it comes to The Eastern part of India, the heritage city of Kolkata is a must visit City. Here one can see the tourist atractions such asVictoria Memorial, Fort William, Nandan Theatre, Maidan, Race Course, National Library, Eden Gardens, Botanical Garden, Alipur Zoo, and many other places to visit in Kolkata formely known as Calcutta. Festivals & Fairs In India The major tourist attractions of India also include many festivals and fairs that the people of India enjoy with great enthusiasm. Some of the most celebrated festivals of India include Diwali, Holi, Christmas, Eid, Raksha bandhan and Easter. Not only these festivals, but also the fairs have their own significance. Fairs like Pushkar Fair, Beneshwar Fair, Nagaur Fair and Mata Fair are some of the noticeable fairs celebrated in the India. Tourist attractions in India Tourists attractions in Gwalior Tourists attractions in Mysore Tourists attractions in Uttar Pradesh Tourists attractions in
Bangalore Tourists attractions in Puri Tourists attractions in Allahabad Tourists attractions in Rajasthan Tourists attractions in Orissa Tourists attractions in Chamba Tourists attractions in Digha Tourists attractions in Ranchi Tourists attractions in Bhubaneshwar Tourists attractions in Uttranchal Tourists attractions in Dharamshala Tourists attractions in Shimla Tourists attractions in KulluManali Tourists attractions in Dehradun Tourists attractions in Karnataka Tourists attractions in Coorg Tourists attractions in Varanasi
GOVERNMENT OF INDIAN TOURISM OFFICES IN INDIA

Tourism Offices in India Agra 191,The Mall Tel:(0562)363959, 363377 Khajuraho Near Western Group of Temples Tel:(07686)2047,2048
Email : agra@tourisminindia.com Email : khajuraho@tourisminindia.com
Aurangabad Krishna Vilas,Station Road Tel: (02432) 331217 Email :
Madras (Chennai) S M Naqui 154,Anna Salai Tel:(044)8524295,8524785,
aurangabad@tourisminindia.com 8522193 Fax:(044)8522193 Email : chennai@tourisminindia.com Bangalore KFC Building 48,Church Street Tel (080)5585417 Email: bangalore@tourisminindia.com Bhubaneswar B/21,B.J.B Nagar Tel: (0674) 412203 Email : New Delhi 88, Janpath Tel:(011)3320342, 3320005, 3320109, 3320008, 3320266 Naharlagun Sector 'C' Tel:(03718)4328 Email: neharlagun@tourisminindia.com
bhubaneswar@tourisminindia.com Fax : (011)3320342 Email : newdelhi@tourisminindia.com
Bombay (Mumbai)
Panaji (Goa)
Ram P Chopra123 M Karve Road Communidade Buliding Tel:(022)2032932,2033144, 2033145,2036854 Fax: (022) 2014496 Email :
Church Square Tel:(0832)223412 Email : panaji@tourisminindia.com
mumbai@tourisminindia.com Calcutta 'Embassy' 4,Shakespeare sarani Tel:(033)2421402,2421475, 2425813 Fax:(033)2423521 Email : calcutta@tourisminindia.com Cochin (Kochi) wellington Island Tel:(0464)668352 Email : kochi@tourisminindia.com Guwahati B.K. Kakall Road,Ulubari Tel:(0361)547407 Email : guwahati@tourisminindia.com Hyderabad 3-6-369/A-30 Sandozi Building 2nd Floor, 26 Himayatnagar Tel:(040) 7630037 Email : hyderabad@tourisminindia.com Port Blair VIP Road,189, 2nd Floor, Jungli Ghat Tel: (03192) 21006 Email : portblair@tourisminindia.com Shillong Tirot Singh Sylem Road Police Bazaar Tel: (0364)225632 Email : shillong@tourisminindia.com Thiruvananthapuram Airport Counter Tel:(0471)451498 Email : thiruvananthapuram@tourisminindia.com Patna Sudama Palace Kankar Bagh Road Tel:(0612)345776 Fax:(0612)345776 Email : patna@tourisminindia.com
Imphal Old Lambulane,Jail road Tel:(03852)221131 Email : imphal@tourisminindia.com Jaipur State Hotel Khasa Kothi Tel: (0141)372200 Fax:(0141)372200 Email : jaipur@tourisminindia.com
Varansi 15-B,The Mall Tel:(0542)43744 Email : varansi@tourisminindia.com
RECENT DEVELOPMENT
Competitive advantage is the advantage of a firm over its rivals, this advantage allows the firm to generate higher sales and also retain more customers than its rivals, the advantage include the cost, products, distribution network and customer support provided, when a firm posses competitive advantage it is in a position to generate great value for its stake holders and that the more sustainable the competitive advantage the more it becomes difficult for rivals to neutralise these advantages.
There are two forms of competitive advantage as described by Porter and they include differential advantage and comparative advantage, differential advantage involves a firm creating products and services that differ from those provided by its rivals and these products are seen as
better by the consumers, comparative advantage refers to the low price of a firms products and services provided to consumers for the same quality of products and services.
Michael Porter also provides business strategies that firms can use to gain competitive advantage over their rivals, the use of these strategies are evident in all industry and some of the key strategies he highlights include differentiation strategy, cost leadership strategy, differentiation focus strategy and cost focus strategy.
There has also been an emergence of new and unique needs of the consumers in the hotel industry, the needs of the consumers over time have moved from the brand to the price and finally the value, consumers now are interested to try out new things for the purpose of fulfilling their distinct preferences and tastes, this has led to competitive firms to adopt to the changing business dynamics to gain competitive advantage.
Labour is one of the important resource in any business, hiring of highly talented labourers will ensure conducive environment in the workplace and therefore there is need for firm to nurture and also to retain these talents as a way of gaining competitive advantage, there must also dbe a focus on deriving value through this talent management strategy, this strategy focuses on building a talented workforce and a self motivated and committed labour force. Change management is also a key to the success in the hotel business, the business must adapt to change in the market, this involves the introduction of new processes, enhancing team work and increasing productivity and the profitability of the business undertaking, the hotel business must therefore be flexible and positive toward change and not resist change because such resistance may result to distractions toward a successful future.
Employment of skilled labour is also an important factor to consider, these skilled employees are to perform such actions as budgeting, financial analysis and forecasting, this helps the business to analyse the root cause and the possible solutions to any problem facing the business, skill required include sales skills and marketing skills, ability to formulate competitive business
strategies by implementing the best strategies that succeed in the business undertaking, Charisma is also an important skill required by the hotel and it is an effective strategy that is required in order to differentiate the hotel services and facilities because this emphasizes benefits and features of the hotel in a way that creates value to the customers.
CHAPTER 2 RESEARCH DESIGN
PURPOSE The purpose of doing this project is to record all my learning and experiences during my training period in this project so that in future it could be a reference point if I require information about the hotel at any given point of time.
OBJECTIVE By doing this project I will gain a deeper understanding of the operation of the hotel industry as I will be doing in depth research about the operations and how exactly the hotel functions. I will also be getting a reference point for the future.
SCOPE The scope of doing the project is that it will help me and other individuals to understand the operations of the hotel industry better
METHODOLOGY
PRIMARY DATE These are the data related to the hotel which I collected directly, this data is straight from the sources of the hotel itself, it has not been altered, edited or changed in any way Sources: Guide given by The Atria Hotel at the time of induction Asking hotel staff and management directly Referring Standard Operating Procedures (SOP) Observing the notice boards
SECONDARY DATA Secondary data is information which has been derived from the primary data. Sources: Internet websites Books Magazines Newspaper
LAMITATIONS Staff and management dont always readily share information, they either say its confidential or that they are busy
Notice boards are not always updated Information from the internet varies site to site Time is a little constraint because the shifts are not the exact shift hours and the travelling makes it even more exhausting and theres also the log book to complete
CHAPTER 3 PROFILE OF THE PLACE
BANGALORE CITY
also known as Bengaluru is the capital of the Indian state of Karnataka. Bangalore is nicknamed the Garden City and was once called a pensioner's paradise. Located on the Deccan Plateau in the south-eastern part of Karnataka, Bangalore is India's third most populous city and fifth-most populous urban agglomeration. As of 2009, Bangalore was inducted in the list of global cities and ranked as a "Beta World City" alongside cities such as Dallas, Miami, Boston, Kuwait City, Lima, and Munich in the studies performed by the Globalization and World Cities Study Group and Network in 2008.
Though historical references to the city predate AD 900, a modern written history of continuous settlement exists only from 1537, when Kempe Gowda I, a vassal of the imperial Vijayanagara Empire built a mud-brick fort at the site and established it as a province of the empire. During the British Raj, it became a centre of colonial rule in South India. The establishment of the Bangalore Cantonment brought in large numbers of migrants from other parts of the country. Today as a large city and growing metropolis, Bangalore is home to many of the most wellrecognized colleges and research institutions in India. Numerous public sector heavy industries, software companies, aerospace, telecommunications, and defence organisations are located in the city. Bangalore is known as the Silicon Valley of India because of its position as the nation's leading IT exporter. A demographically diverse city, Bangalore is a major economic and cultural hub and the fastest growing major metropolis in India.
HISTORY
Lady Curzon hospital in the Bangalore After centuries of the rule of the Western Gangas, Bangalore was captured by the Cholas in 1024 which later passed on to the Chalukya-cholas in 1070. In 1116 the Hoysala Empire, overthrew the Cholas and extended its rule over Bangalore. Modern Bangalore was founded by a vassal of the Vijayanagara Empire, Kempe Gowda I, who built a mud-brick fort and a Nandi Temple in the proximity of modern Bangalore in 1537. Yelahanka is one of the oldest towns in Karnataka and it is believed that it has a history of more than 500 years. It is the home town for the ruling king called Kempegowda (under a provision given by Krishnadevaraya) who built Bangalore City. Kempe Gowda referred to the new town as his "gandubhmi" or "Land of Heroes".
Within Bangalore, the town was divided into smaller divisions each called a "pete" (IPA: [pete]). The town had two main streets Chikkapete Street, which ran east-west, and Doddapete Street, which ran north-south. Their intersection formed the Doddapete Square the heart of Bangalore. Kempe Gowda's successor, Kempe Gowda II, built four famous towers that marked Bangalore's boundary. Myth says that the city would befall great calamity if it extended beyond these four towers. During the Vijayanagara rule, Bangalore was also referred to as "Devaryanagara" and "Kalynapura" ("Auspicious City").
Bangalore Palace, built in 1887, was home to the rulers of Mysore After the fall of the Vijayanagara Empire, Bangalore's rule changed hands several times. In 1638, a large Bijapur army led by Ranadulla Khan and accompanied by Shahji Bhonsle defeated Kempe Gowda III and Bangalore was given to Shahaji as a jagir. In 1687, the Mughal general Kasim Khan defeated Ekoji I/Venkoji, son of Shahaji, and then sold Bangalore to Chikkadevaraja Wodeyar (16731704) of Mysore for 300,000 rupees. After the death of Krishnaraja Wodeyar II in 1759, Hyder Ali, Commander-in-Chief of the Mysore Army, proclaimed himself the de facto ruler of Mysore. The kingdom later passed to Hyder Ali's son Tippu Sultan, known as the Tiger of Mysore. Bangalore fort was captured by the British armies under Lord Cornwallis on 21 March 1791 during the Third Anglo-Mysore War and formed a centre for British resistance against Tippu Sultan, being incorporated into the British Indian Empire after Tippu Sultan was defeated and killed in the Fourth Anglo-Mysore War (1799). The British returned administrative control of the Bangalore "pt" to the Maharaja of Mysore, choosing only to retain the Cantonment under their jurisdiction. The 'Residency' of Mysore State was first established at Mysore in 1799 and later shifted to Bangalore in the year 1804. It was abolished in the year 1843 only to be revived in
1881 at Bangalore and to be closed down permanently in 1947, with Indian independence. The British, found it easier to recruit employees in the Madras Presidency and relocate them to cantonment area during this period. The Kingdom of Mysore relocated its capital from Mysore city to Bangalore in 1831. Two important developments during this period contributed to the rapid growth of the city: the introduction of telegraph connections and a rail connection to Madras in 1864. Tipu Sultans Palace, Bangalore Bangalore City map,circa 1924 from "Murray's 1924 Handbook".
In the 19th century, Bangalore essentially became a twin city, with the "pt", whose residents Were predominantly Kannadigas, and the "cantonment" created by the British, whose residents were predominantly Tamils. Bangalore was hit by a plague epidemic in 1898 that dramatically reduced its population. New extensions in Malleswaram and Basavanagudi were developed in the north and south of the pt. Telephone lines were laid to help co-ordinate anti-plague operations, and a health officer was appointed to the city in 1898. In 1906, Bangalore became the first city in India to have electricity, powered by the hydroelectric plant situated in Shivanasamudra. Bangalore's reputation as the Garden City of India began in 1927 with the Silver Jubileecelebrations of the rule of Krishnaraja Wodeyar IV. Several projects such as the construction of parks, public buildings and hospitals were instituted to beautify the city. After Indian independence in August 1947, Bangalore remained in the new Mysore State of which the Maharaja of Mysore was theRajapramukh. Public sector employment and education provided opportunities for Kannadigas from the rest of the state to migrate to the city. Bangalore experienced rapid growth in the decades 194151 and 197181 , which saw the arrival of many immigrants from northern Karnataka. By 1961, Bangalore had become the sixth largest city in India, with a population of 1,207,000. In the decades that followed, Bangalore's manufacturing base continued to expand with the establishment of private companies such as MICO (Motor Industries Company), which set up its
manufacturing plant in the city. Bangalore experienced a growth in its real estate market in the 1980s and 1990s, spurred by capital investors from other parts of the country who converted Bangalore's large plots and colonial bungalows into multi-storied apartments. In 1985, Texas Instruments became the first multinational corporation to set up base in Bangalore. Other information technology companies followed suit and by the end of the 20th century, Bangalore had firmly established itself as the Silicon Valley of India.
GEOGRAPHY
The Hesaraghatta Lake in Bangalore Bangalore lies in the southeast of the South Indian state of Karnataka. It is in the heart of the Mysore Plateau (a region of the larger Precambrian Deccan Plateau) at an average elevation of 920 m (3,018 ft). It is positioned at 12.97N 77.56E and covers an area of 741 km (286 mi). The majority of the city of Bangalore lies in the Bangalore Urban district of Karnataka and the surrounding rural areas are a part of the Bangalore Rural district. The region consisting the Bangalore Urban and Rural districts is known as the Bangalore (region). The Government of Karnataka has carved out the new district of Ramanagara from the old Bangalore Rural district. The topology of Bangalore is flat except for a central ridge running NNE-SSW. The highest point is VidyaranyapuraDoddabettahalli, which is 962 m (3,156 ft) and lies on this ridge. No major rivers run through the city, though the Arkavathi and South Pennar cross paths at the Nandi Hills, 60 km (37 mi.) to the north. River Vrishabhavathi, a minor tributary of the Arkavathi, arises within the city at Basavanagudi and flows through the city. The rivers Arkavathi and Vrishabhavathi together carry much of Bangalore's sewage. A sewerage system,
constructed in 1922, covers 215 km (133 mi) of the city and connects with five sewage treatment centers located in the periphery of Bangalore. In the 16th century, Kempe Gowda I constructed many lakes to meet the town's water requirements. The Kempambudhi Kere, since overrun by modern development, was prominent among those lakes. In the earlier half of 20th century, the Nandi Hills waterworks was commissioned by Sir Mirza Ismail (Diwanof Mysore, 192641 CE) to provide a water supply to the city. Currently, the river Kaveri provides around 80% of the total water supply to the city with the remaining 20% being obtained from the Thippagondanahalli and Hesaraghatta reservoirs of the Arkavathi river. Bangalore receives 800 million litres (211 million US gallons) of water a day, more than any other Indian city. However, Bangalore sometimes does face water shortages, especially during the summer season- more so in the years of low rainfall. A random sampling study of the Air Quality Index (AQI) of twenty stations within the city indicated scores that ranged from 76 to 314, suggesting heavy to severe air pollution around areas of traffic concentration. Bangalore has a handful of freshwater lakes and water tanks, the largest of which are Madivala tank, Hebbal lake, Ulsoor lake and Sankey Tank. Groundwater occurs in silty to sandy layers of thealluvial sediments. The Peninsular Gneissic Complex (PGC) is the most dominant rock unit in the area and includes granites, gneisses and migmatites, while the soils of Bangalore consist of redlaterite and red, fine loamy to clayey soils Vegetation in the city is primarily in the form of large deciduous canopy and minority coconut trees. Though Bangalore has been classified as a part of the seismic zone II (a stable zone), it has experienced quakes of magnitude as high as 4.5.
Climate
Bangalore experiences a tropical savanna climate (Kppen climate classification Aw) with distinct wet and dry seasons. Due to its high elevation, Bangalore usually enjoys a more moderate climate throughout the year, although occasional heat waves can make things very uncomfortable in the summer. The coolest month is January with an average low temperature of
15.1 C and the hottest month is April with an average high temperature of 33.6 C. The highest temperature ever recorded in Bangalore is 38.9 C(recorded in March 1931) and the lowest ever is 7.8 C (recorded in January 1884). Winter temperatures rarely drop below 12 C (54 F), and summer temperatures seldom exceed 3637 C (100 F). Bangalore receives rainfall from both the northeast and the southwestmonsoons and the wettest months are September, October and August, in that order. The summer heat is moderated by fairly frequent thunderstorms, which occasionally cause power outages and local flooding. The heaviest rainfall recorded in a 24-hour period is 179 millimetres (7.0 in) recorded on 1 October 1997.
ATTRACTIONS
Lal Bagh: is a botanical garden, commissioned by the Hyder Ali in the year 1760. The 240-acre (0.97 km2) park is home to over 1000 species of flora and a Glass House. The park is known for its annual flower show. The garden surrounds one of the towers erected by the founder of Bangalore, Kempe Gowda I. The Lal Bagh Rock, dates back to 3000 million years, is another attraction.
Cubbon Park: is located in the heart of the city and spreads over 300 acres (1.2 km2). The part was created in the year 1884, by Major General Richard Sankey. The park is home to numerous trees and plants that span over 68 general and 96 species. The park is also known for its kids train.
HISTORICAL MONUMENTS
Tipu Sultan's Summer Palace Built in 1791,and located near K.R Market, is a beautiful two-storied ornate wooden structure with exquisitely carved pillars, arches and balconies. It now houses a museum that contains artifacts relating to the Hyder-Tipu regime.
Bangalore Palace: (1862) is located near Mekhri Circle and Cantonment Railway station and is built to look like a smaller replica of the Windsor Castlein England.
Mayo Hall : was designed in memory of the Lord Mayo and is regarded as one of the finest designs of British architecture.
Government buildings
Attara Kacheri (Karnataka High Court)
The Karnataka High Court is the supreme judicial body, housed in the historic Atthara Kacheri, in Karnataka and is located in Bangalore The Vikas Soudha, situated adjacent to the Vidhana Soudha, houses many state ministries
The Bruhat Bengaluru Mahanagara Palike (BBMP, Greater Bangalore Municipal Corporation) is in charge of the civic administration of the city.It was formed in 2007 by merging 100 wards of the erstwhile Bangalore Mahanagara Palike, with seven neighbouring City Municipal Councils, one Town Municipal Council and 110 villages around Bangalore. The BBMP is run by a city council composed of 250 members, including 198 councillors representing each of the wards of the city and 52 other elected representatives, consisting of members of Parliament and the state legislature. Elections to the council are held once every five years, with results being decided by popular vote. Members contesting elections to the council usually represent one of more of the state's political parties. Amayor and deputy mayor are also elected from among the elected members of the council. Elections to the BBMP were held on March 28, 2010, after a gap of three and a half years since the expiry of the previous elected body's term, and the Bharatiya Janata Party was voted into power the first time it had ever won a civic poll in the city. Bangalore's rapid growth has created several problems relating to traffic congestion and infrastructural obsolescence that the Bangalore Mahanagara Palike has found challenging to address. A 2003 Battelle Environmental Evaluation System (BEES) evaluation of Bangalore's physical, biological and socioeconomic parameters indicated that Bangalore's water quality and terrestrial and aquatic ecosystems were close to ideal, while the city's socioeconomic parameters (traffic, quality of life) scored poorly. The unplanned nature of growth in the city resulted in massive traffic gridlocks that the municipality attempted to ease by constructing a flyover system and by imposing one-way traffic systems. Some of the flyovers and one-ways mitigated the traffic situation moderately but were unable to adequately address the disproportionate growth of city traffic. In 2005 both the Central Government and the State Government allocated considerable portions of their annual budgets to address Bangalore's infrastructure. The BBMP works with the Bangalore Development Authority (BDA) and the Agenda for Bengaluru Infrastructure and Development Task Force (ABIDe) to design and implement civic projects. Bangalore generates about 3,000 tonnes of solid waste per day, of which about 1,139 tonnes are collected and sent to composting units such as the Karnataka Composting Development
Corporation. The remaining solid waste collected by the municipality is dumped in open spaces or on roadsides outside the city.[49] The Bangalore City Police (BCP) has six geographic zones, includes the Traffic Police, the City Armed Reserve, the Central Crime Branch and the City Crime Record Bureau and runs 86 police stations, including two all-women police stations. As capital of the state of Karnataka, Bangalore houses important state government facilities such as the Karnataka High Court, the Vidhana Soudha (the home of the Karnataka state legislature) and Raj Bhavan (the residence of the Governor of Karnataka). Bangalore contributes three members to India's lower house of parliament, the Lok Sabha, and 28 members to the Karnataka State Assembly. Electricity in Bangalore is regulated through the Bangalore Electricity Supply Company (BESCOM), while water supply and sanitation facilities are provided by the Bangalore Water Supply and Sewerage Board (BWSSB). Museums and Galleries

Bangalore Museum Visvesvaraya Industrial and Technological Museum : The museum was instituted as part of the centenary celebrations of the engineer-statesman Sir M. Visvesvaraya (18611962).
Venkatappa Art Gallery HAL Aerospace Museum: The Museum showcases the growth of the Indian aviation industry and HAL for six decades. The Museum is maintained by HAL (one of Asia's largest Aerospace companies). The museum houses displays of various aircraft and helicopters, Aircraft engine models, Flight simulators, a mock Air Traffic Control Tower and exhibit of Indian aviation history.
MITHILAsmita Art Gallery : This art gallery is dedicated to a folk art of India, Madhubani Painting and is managed by MITHILAsmita Foundation.
Places of worship
Bull Temple: One of the biggest Nandi idols in the world.
St Patrick's church: Built in 1844 this is one of the oldest churches in Bangalore and is situated on Residency Road.
Bull Temple: Built by Kempe Gowda I, it is reminiscent of the 16th century Dravidian style architecture. It has a huge granite monolith of Nandi. This landmark is situated at bull temple road, Basavangudi.
Shri Nimishamba Devi Temple: This shrine is built in the traditional Parashurama Kshetra Architectural Style that does not exist anywhere else in Bangalore or its surroundings. This temple was built with the tremendous help of the devotees of Shri Nimishamba Devi. The Temple has shrines of Devi Nimishamba, Moukthikeswara (siva), Siddhi Vinayaka, Saraswathi and Lakshmi Narayana. Chandika Homa is performed everyday in a specially designed Yagna Shala. Temple location # 93, 12th Cross, Ideal Homes Circle, Ideal Homes Township, Raja Rajeshwari Nagar,Bengaluru 560 098
Huge Shiva in old Airport Road : Built by owner of Kids Kemp-A retail outlet, is a huge Idol of Lord Shiva & Ganesha. It is completely made of plaster of paris. It is also a tourist attraction in recent times.
Gavi Gangadhareshwara Temple : This is a temple known as Dakshina Kashi. It is a constructional wonder in that the sunrays will fall on the Shivalinga only on the day of Makara Sankranthi. There is also a belief that the cave tunnel underneath will lead all the way to Varanasi.
ISKCON Temple Bangalore: (International Society for Krishna Consciousness) Built in an ornate architectural style, the Krishna Temple is a blend of modern technology and spiritual harmony. The 7-acre (28,000 m2) temple is situated on west of chord road, Rajajinagar and finest fusion of modern and traditional elements of architecture.
St. Mary's Basilica : It is the oldest church in Bangalore and is the only church in the state that has been elevated to the status of a minor basilica.[3][4] It is famous for the festivities held during the St. Mary's Feast in the month of September each year, an event that attracts a number of devotees from in and around Bangalore. St. Marys Basilica: The Oldest church in Bangalore
Infant Jesus Church: Established in 1979 by Rev. Dr. Lourduswamy, the then Archbishop of Bangalore, the church draws huge crowds on Thursday, the day dedicated to Infant Jesus. Masjid-e-Khadria: One of the most beautiful mosques in Bengaluru[5], located on Millers Road, this mosques hosts the prayers on Eid and also hosts the Haj camp.
Others
Bugle Rock {bugle is called Kahale is a massive rock situated in Basavanagudi which is an abrupt rise above the ground of peninsular gneiss as the main rock formation and with an assessed age of about 3000 million years.
Forum Mall: It is the first of its kind Malls in Bangalore City and a hotspot for the city's youngsters. See Also List of shopping malls in Bangalore.
Brigade Road is one of the busiest commercial centers of Bangalore where you can get any sort of shopping done.
Brigade Road, Bangalore.
Commercial Street: Another busy commercial centre of Bangalore for getting all sorts of shopping done.
MG Road, Bangalore: previously known as "South Parade" is the most important landmark of Bangalore.
Electronics City : The nerve of the Silicon Valley of India. Lakes in Bangalore : Lakes including Ulsoor lake, Sankey tank, Hesaraghatta Lake, Yediyur Lake, Nagavara Lake,Hebbal Lake, Madiwala Lake, Kempanbudi Lake, Varthur Lake etc.
IT Parks in Bangalore : ITPL,Bagmane Tech Park,Manyata Tech Park,Global Village Tech Park, Kalyani Magnum Tech Park, Electronics City Phase I & II,Embassy Golf Links, Eco space Tech Park,Prestige Tech Park,Salarpuria Tech Park, Brigade Tech Park, Vrindavan Tech park.
Sports Attraction: Chinnaswamy stadium
Restaurants and Pubs
Restaurants in Bangalore are the main pastime for most Bangaloreans. Tourists need not worry as the variety spans not only all Indian cuisines, but there are also a large number of specialty restaurants. There are numerous methods of finding out the best restaurants including printed food guides, services such as Hungry Bangalore, and telephone directories.
Traditional South Indian Favourites include MTR (Lalbagh Road) - famous for its idlys and silver plates, Vidhyarthi Bhavan specialty Masala Dosa, Brahmins idly,vada out of a garage, and Ganesh Dosa Camp.
Higher end favourites are not limited to the five stars, and there are restaurants for every palate - from mughalai to south Indian, seafood to sushi.
Pubs in Bangalore - Bangalore is called Pub Capital of India.
Around Bangalore
White Tiger at Bannerghatta National Park.
Bannerghatta National Park is situated 22 km south of Bangalore. This hilly place is the home for one of the richest natural, zoological reserves. The 25,000 acre (101 km) zoological park makes this a major tourist attraction of Bangalore.
Nandi Hills or Nandidurg is a hill fortress of southern India, in the Chikkaballapur district of Karnataka state. It is located just 3 to 5 km from Chickballapur Taluq, 60 km from Bangalore. It is 4851 ft (1478 m) above sea level. Nandidrug hill, known commonly as Nandi Hills, is the source of the Penner, Ponnaiyar and Palar rivers. Nandi Hills gets its name from an ancient Nandi temple situated on this hill. This temple has a thousand year old sculpture of Nandi. An ancient lord Shiva and Parvati temple also adorns this hill.
Skandagiri is 75 km away from Bangalore. Trekking point near to Nandi hills. Kaivara, cave temples 60 km away near Chikkaballapur.
Omthara Kala Kuteera is located 40 km (25 mi) from Bangalore. Just one hour from the hustle and bustle of Bangalore, Omthara Kala Kuteera is an oasis of peace and tranquility. Built as homage to India's ancient culture and its vibrant art, this masterpiece is a monument like none other. Located amidst 30 acres (120,000 m2) of lush gardens in rustic surroundings, Omthara Kala Kuteera offers an environment that soothes the soul and energizes the mind. A visit to Om Thara Kala Kuteera has been described variously by guests as "Heaven on Earth", "Temple like none other", "Place of Divinity", "Uplifts my Soul", and "Source of Peace and Happiness". See www.OmtharaKalaKuteera.com for directions and more details on this remarkable place.
Muthyalamaduvu is a picnic spot near Anekal, 40 km from Bangalore. In the local Kannada language, Muthyalamaduvu means 'pearl valley' (muthu = pearl and maduvu = valley), apparently named for its 92 meter waterfall, whose falling water appears to look like drops of pearl.
Thottikallu is a place 25 km from Bangalore off the Kanakapura road which is famous for a falls called Thottikallu falls more popularly known as TK falls.
Savandurga is a hill 60 km west of Bangalore off the Magadi road. The hill is famous for Narasimhaswamy temple and is also believed to be among the largest monolith hills in the world. The hill rises to 1226 m above mean sea level and forms a part of the Deccan plateau. It consists of peninsular gneiss, granites, basic dykes and laterites. The Arkavathi river passes nearby through theThippagondanahalli Reservoir and on towards Manchanabele dam.
Tippagondanahalli Reservoir, also known as T G Halli or Chamarajsagar, is located at the confluence of the Arkavathy River and Kumudavathi River, 35 km west of Bangalore.
Kanva reservoir is an artificial lake and tourist attraction 69 km from Bangalore and 10 km from Ramanagara
Wonderla is an amusement park located on Mysore road, 40 km from Bangalore.
Dodda Alada Mara, a big banyan tree located in Ramohalli (28 km away), is a picnic spot.[7]
Mekedaatu, literally meaning "Goat's Jump", is 110 km away on Kanakapura Road. Nearby is another tourist attraction, Sangama, where two rivers join.
Pyramid valley is the biggest pyramid shaped meditation hall in the world, along with being the largest pyramid in Asia website. It stands proud at above 101 feet (31 m). Its base measures 160 ft (49 m) by 160 ft (49 m) with the main meditation area spanning 25,600 sq ft (2,380 m2). Maitreya Buddha Pyramid, is the International Centre (Bangalore), of the Pyramid Spiritual Societys Movement in Pyramid Valley. It is located 30 km from Banashankari Temple, 4 km before Harohalli and 1.2 km just after Kebbedoddi bus stop, on Kanakapura Road. image
Devarayanadurgais a hill station near Tumkur in the state of Karnataka. It is 65 km from Bangalore. The rocky hills are surrounded by forest and the hilltops are dotted with several temples including the Yoganarasimha and the Bhoganarasimha temples and an altitude of 3,940 feet (1,200 m). It is also famous for Namada Chilume, a natural spring considered sacred and is also considered the origin of the Jayamangali river. Another famous temple in the area is the Mahalakshmi Temple at Goravanahalli.
Srirangapattana : The capital of Mysore under Hyder Ali and Tipu Sultan.
Shivanasamudra Falls
Ranganthittu Bird Sanctuary : a Bird Sanctuary in the Mandya District of the state of Karnataka. It is a very small sanctuary, being only 0.67 km. in area, and comprises six islets on the banks of the Kaveri River. Ranganthittu is located near the historic town of Srirangapatna.
Shivanasamudra Falls (also called Sivasamudram) is an island town dividing the Kaveri River into twin waterfalls, the Gaganachukki and theBarachukki, dropping 90 m. The town is located 120 km from Bangalore, 27 km from Somanathapura and 80 km from Mysore in the Mandya district of the state of Karnataka. Mysore Palace.
Mysore (to be renamed Mysuru) is the second largest city in the state of Karnataka. It is the headquarters of the Mysore district and the Mysore division and lies about 140 km (87 mi) southwest of Bangalore.A short distance from Mysore city is the Krishnarajasagar Dam and the adjoining Brindavan Gardenswhere a musical fountain show is held in the evening. One of the most visited monuments in India, the Ambavilas Palace (also known as Mysore Palace) is the center of the Dasara festivities.
Melkote is on the way to Mysore from Bangalore. The place is famous for its Vyramudi Utsava. The main deity here is "Cheluvarayaswamy-The MahaVishnu". A sacred place for "Vaishnavites". Also its one of the favourite spots for kannada directors for shooting.
CHAPTER 4 PROFILE OF THE HOTEL

The Leela Palace Kempinski, Bangalore is set in lush green gardens and beautiful waterfalls; The Leela is an enclave of tranquillity in what is perhaps one of the busiest cities in the world. Located 5 min from international airport, the Leela Bangalore features 256 rooms; apart from this it also has 5 meeting rooms, a grand ball room that can hold up to 800 guests. It has specially restaurants, state of the art health spa and exclusive nightspot. The Leela Palace, Bangalore is the third property of the Leela Hotels and Resorts has begun operation and already promises to be a landmark in the Garden City. Located on the Airport Road on a plot of about seven acres, the Leela Palace recreates the architectural beauty of the Grand Mysore palace in an art deco form. The tricking feature of the hotel is its majestic airy coheres at the entrance. With 256 oversized rooms and suites, all connected with high speed broad band connections. Citrus the 24 hour coffee shop, Jamavar the signature restaurant featuring Indian cuisine, Zen the oriental restaurant and the Library bar. It has also a state of the art Business Centre 25,000 square feet of banqueting and conferencing facility, the hotel also maintain the highest service standard. Also a spa centre measuring of 12,000 square feet offers 13 Ayurvedic and Western treatment rooms. This hotel offers the travellers and the in house guest a new feel of luxury. The Leela Galleria has rented out a part of the building to their prestigious clients like Deutsche Software Limited; Swiss Re shared Services (India) Private Limited, Huawei Technologies India Private Limited and Natsem India Design Private Limited. The Galleria also features a boutique plaza over 3 floors and contains exclusive world-class boutiques and salons.
This Hotel is affiliated to the specialized hotel booking and marketing company Leading Hotels of the World which has world wide representation and provides instant access to the Global Distribution System (G.D.S). Our strategy to develop The Leela brand in all major metropolitan cities and a leading leisure destination in India. Opening the most luxurious hotel in Bangalore will fill an important need for our hotel group to have presence in the south of India. The Bangalore hotel is a result of our constant to be an innovative leader in the hotel industry by constantly improving our products and services, In fact, the only way to remain being a market leader would be not only to anticipate our guest needs but also to exceed their expectations. With the trained service personnel and team work prevalent in our Hotels, we are confident to do so in Bangalore as well. THE LEELA GROUP:Founded in 1957 by Capt. C.P. Krishnan Nair, the Rs.450 crore Leela Group was engaged in the business of ready- made garments and luxury hotels and resorts. Background Behind every institutional lies the vision of an individual. In Capt. Nairs case, this vision was flowered, given his unshakeable belief in Indias ability to complete with the best in the world as an equal. This belief, forced to a large extent during Capt. Nairs early years as a freedom fighter in Indias fight for Independence, finds expression in each of the groups endeavours. Leela lace Ltd It was in 1957 when Capt.Nair, after completing his stint in the army, set up a small handloom unit in suburban Mumbai. Inspired by the handloom weaving industry in cannanore in kerala, this was the Leela Scottish lace Ltd. Indias first and only lace manufacturing unit in India
With a commitment to Excellence and innovation, Leela Scottish lace Ltd, grew from its small beginnings to become the first company to introduce Bleeding Madras. Cheese cloth and gauze fabric to the fashion capitals of the west, specifically the USA. Their run way success was reflected in the magic words Guaranteed to bleed, which was the key to the popularity of Indias textile export. In the early 70S the company launched its ready made garments unit and today is Indias premier export house. Since the 80s the client list of Leela Palace reads like the veritable whos who of the American fashion industry. The Gap, Lis Claiborne, polo jeans, Tommy Hilfiger, Van Heusen. In the early 80s Mr. Dinesh Nair, the present Managing Director of Leela Lace Ltd, took over from his father Capt.C.P.Krishnan Nair. After consolidating the companys position, Mr.Dinesh Nair shifted his focus to the American woven sportswear market with emphasis on fast turnaround and high volume. Rapid growth has continued, and has made Leela Lace the largest garment exporter to the USA, from India. Today Leela Lace has 20 Factories with state of art equipment -10 in Bangalore,5 in Chennai and 5 in Mumbai, with an annual turnover of US$ 75 Million .It is Leela Lace Ltd. the parent company ,which is the promoter of hotel Leela Venture Ltd HOTEL LEELA VENTURE Ltd The Leela Kempinski, Mumbai, The Leela Kempinski, Kovalam The Leela Kempinski, Goa and Leela Palace Kempinski, Bangalore are three of the hotels in India ,and have also won considerable international acclaim .For this to have been achieved in 17 short years is nothing short of remarkable. The Leela Kempinski, Mumbai and Leela Kempinski, Goa are the members of The LEADING Hotels of the world. In fact, the Leela Kempinski, Mumbai has received many awards for being the best 5 star deluxe hotels in India, and Leela Kempinski, Goa was voted the best luxury beach resort in India. It is also only resort in India to be a member of The Leading Hotels of the World.
The Leela Palace, Bangalore opened in 2001, has won Forbes Best Business Hotel of the year in 2001 and CNN Ultimate Service Award in the year 2002-2003.And these were achieved in just two years of operation. Achieving these levels of excellence has been the result of a three pronged business strategy, best described in the words of Capt. Nair. Fundamental to our business is the all pervasive Indian tradition of hospitality. Secondly, we honour the cultural Heritage of India. Lastly, we operate on the basis of world class technology, backed up fully by commitment of the Staff. Capt. Nair further adds to be the just better than the others is a minor ambition. To be great, we have to be the best-by deriving strength from our inner resources. Leela Group of hotels bond with the Kempinski group, considered to be one of the most prestigious hotel groups in the world. Leela Palace, Goa has been reincarnated as a summer Palace in the glorious tradition of Hampi, an ancient Indian city of the 13th Century. Leela Palace, Bangalore recreates the architectural style of the Palace of Mysore in a modern art deco form. Spreading the new thrust is Mr.Vivek Nair, Vice chairman and Managing Director of the Hotel Leela venture, who has been gradually taking the reins of the hotel business from his father Capt.C.P.Krishnan Nair There is no doubt that the Leela group will scale heights in the days ahead. Excellence, Focus, and the Dynamism of a new age will ensure that when it comes to competing with best in the world, the Leela Group will do so successfully Recently opened Leela properties:The LeelaKempinski , Gurgaon
Strategically located in its NCR regions are The Leela Kempinski, Gurgaon, Delhi NCR and The Leela Residences Kempinski Gurgaon that bring the finest living for business travellers to India within a short of her capital. Offering 322 specious rooms and suites and 90 service apartments respectively, these are the environs in which you will discover the perfect staying option, whatever the duration of the stay is.
Profile: Capt.C.P.Krishnan Nair Honourable Chairman, The Leela Group of Hotels HISTORY The Story of Capt.C.P.Krishnan Nair, Chairman, the Leela Group of Hotels is an example of a man who climbed the ladder of life, rung by rung, and made it to the top with his ingenuity. Born on 09.02.1923 in Cannanore, North Malabar-Kerala, Capt.C.P.Krishnan Nair received his early education at the local Rajas High school and the govt. Muslim College, Madras .from 1940- 42, he had a brief stint as a freedom fighter and later as a civilian officer for two years. He resigned his job in the army to work for the familiarization of his native handloom weavers association and was responsible for the scientific production and modern marketing methods of the handloom fabric. He pioneered the marketing of Bleeding Madras and the Gauze Fabric which became a fashion runway in the international markets of U.S.A, Europe and Japan in the 60s and 70s.He later set up a unit to produce cotton laces in India with a Scottish collaboration.Leela Lace is now the premier export house in the country that manufactures garments for export. Capt.C.P.Krishnan Nair built the Leela Mumbai near the international Airport which has won him many accolades since its opening .He was the first in India to think in terms of a super Luxury Beach resort The Leela Beach, Goa which was awarded the Best Luxury Beach
resort by Hotel and food service Review. The resort underwent major architectural modifications and reopened as the Leela Palace, Goa in October 1998. Capt.C.P.Krishnan Nairs contribution to the development of Indias tourism and hotel industry has won him many personal awards- the Pride of India Gold Award, Shiromani vikas Award, Goa Rattan Gold Award., Vikas Rattan award and Glory of India International Award. He has also received awards for his contribution towards environmental issues. The Mumbai Civic Award was awarded to the Leela for putting in tremendous and consistent efforts in greening and beautifying the entire area near the International and Domestic airport. The entire area is dotted with thousands of rare plants, trees and exotic flowering plants. Capt.C.P.Krishnan Nair was also awarded the International Hotel and Restaurant Associations GREEN HOTELIER award in 1996 for the landscaped gardens and environment friendly methods developed at The Leela Palace, Goa .The 6th world Wilderness congress also presented him with the Corporate Environmental Achievement Award in 1998 In 1999.Capt.C.P.KrishnanNair was awarded the prestigious United Nations Environment Programme Award- the Global 500 Roll of Honour. It is the highest award given to supporters of the environment movement. It was conferred on him by Mr.Kenji Manabe, the Minister for Environment, for his personal contribution to greening parts of suburban Mumbai at a glittering Ceremony held in Tokyo, Japan. Capt.C.P.Krishnan Nair joined the ranks of several distinguished people across the world like former president of U.S.A- Mr. Jimmy Carter, former Prime Minister of U.K Mrs. Margaret Thatcher, Gro Harlem Brundtland- Former Prime Minister of Norway. Another unique personality who received the award along with Capt.C.P.Krishnan Nair is Mr.Toyata,Chairman of the Toyota Motor Company. HONOUR Capt.C.P.Krishnan Nair was recently nominated to the highest governing body of Pacific Asia Travel Association (PATA) Board Directors. He I also the founder and Executive Committee member of the Hotel association of India an apex body guiding the hospitality
industry in India He is also been appointed to the board of trade which advices the government of India on matters ,policies and strategies for increasing exports. LANDMARKS KEY DATES IN THE LEELA HOTELS 1923: Hon. Chairman Capt C. P . Krishnan Nair was born in Cannanore, Kerala 1942: Hon. Chairman Capt C. P . Krishnan Nair joined the army 1950: Hon. Chairman Capt C. P . Krishnan Nair resigned from the army and joined the family business 1957: Leela Scottish Laces in Mumbai 1986: The Leela Mumbai, a 423 room hotel opened. First Luxury hotel to open in North Mumbai 1990: The Leela, Goa, a 137 room luxury hotel opened. Built on the lines of 13th Century Vijay Nagar Empire of Hampi 1999: Hon. Chairman Capt C. P . Krishnan Nair elected to the Global 500 Roll of Honour, the United Nations Environment Program 2001: The Leela Palace, Bangalore, a 256 room hotel opened. Built on the lines of Mysore Palace, in Art-Deco form 2001: The Leela Palace, Bangalore was elected by Forbes as one of the Best New business hotels of the world 2003: The Leela Palace, Bangalore won the coveted CNN Ultimate Service Award in the Indian Sub-Continents 2005: The Leela Kovalam, a 190 room resort. Built on a rock face cradled between white sweeping beaches with the stunning view of the famous Kovalam coastline
2005: Winner of the International Five star Diamond Award, 2005 for The Leela Group conferred by The American Academy of Hospitality Sciences 2007: Kerala Ratna Award Conferred by The Global Kerala Initiative for Capt. C. P. Krishnan Nair for his sterling contribution for infrastructural facilities in Tourism, Handloom and Information Technology 2007: The Lifetime Achievement Award- The most striking award, announced for the first time in the world by WTA, was conferred to the Hon. Chairman of The Leela Group of Palaces, Hotels and Resorts, Capt. C. P. Krishnan Nair for his unparalleled contribution to the Hospitality Industry 2007: The Leela Palace, Bangalore adds 100 rooms to become 357 rooms property. 2007: Forbes honours The Leela Palace Kempinski, Bangalores Jamavar Restaurant amongst Worlds top ten power dining spots 2007: The Leela Palace Kempinski, Bangalore was awarded for the most luxurious treatment in the luxury hydro bath and precious hot stone massage at The Pevonia Asian Spa Award held in Mumbai 2007: Forbes ranks The Leela Palace Kempinski, Bangalore as one of the hottest wedding destinations in India 2008: Forbes ranks The Leela Palace Kempinski, Bangalore featuring in the coveted Conde Nast Gold List 2008. The list, which features the crme de la crme players of the hospitality industry, lists Leela Bangalore in the Best Rooms category among the young Hotels 2008: The Leela Palace Bangalore wins Indias Leading Business Hotel for the second year in a row at WTA, Shanghai 2009: Captain C. P. Krishnan Nair, Hon Chairman, has been awarded the prestigious Lifetime Achievement Award by CNBS Travel Award 2009
2009: The Leela Palace Bangalore wins Indias Leading Business Hotel for the Third Year in a row at WTA London KEMPINSKI HOTELS AND RESORTS Founded in Germany 111 years ago, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.
Located in many of the worlds most well known cities and resorts, the Kempinski collection Includes hotels in the grand manner, pace-setting modern establishments and older hotels of Individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisines and unrivalled facilities- complemented by impeccable
LEELAS OBJECTIVES Hoteliering starts with innovation, continues the search for the excellence, and finally celebrates perfection. These are precisely the three pillars on which The Leela group has built its reputation. 1 INNOVATION ,EXCELLENCE ,PERFECTION
HOTELS PHILOSOPHY Atithi Devo Bhava Our Guiding Emotion Service from the Heart MISSION STATEMENT
1. The Leela Palace, Bangalore will be the first choice hotel within India for the discerning business and leisure traveller. 2. We will achieve market dominance by providing the finest in personal service 3. And facilities to one guest. 4. One food & beverage & spa concept will reflect innovative and creativity. 5. We recognize ones responsibility to conscience the environment& support 6. Local community. 7. One philosophy & core values provide the platform upon which employees 8. Will excel & grow personally & professionally. VISION OF LEELA 1 Our hotel with be the best employer in the industry having zero tolerance for 2 Deviation from our core values. 3 We will be the leader in developing new products and services 4 We will be the landmark hotel in Asia by 2006 CORE VALUES 1 People 2 Team work 3 Product quality 4 Innovation & continuous improvement 5 Customer satisfaction 6 Profitability
THE LEELA PALACE KEMPINSKI BANGALORE
Launched on 13th August, 2001 Built in an art-deco form drawing inspiration from the architectural style of the Royal Palace of Mysore and the palaces of Vijayanagar Empire, its copper domes, arches and ornate ceilings reflect the grandeur of palaces of a bygone era Total Area of the hotel: 7 acres
Designed by: Address Telephone Number Fax Number Fax Number Royal Club Fax Number - Resv To dial Room no E-mail address Web Address F.O Email Add 23 Kodihalli Road, Bangalore 500 008 080 2521 1234 080 2521 2222 080 2521 4444 080 2521 7234 2 and the room room reservations.bangalore@theleela.com www.theleela.com dm.bangalore@theleela.com / royalclub.bangalore@theleela.com
DISTANCE FROM The Airport: 3 kms /1.5 Miles The Railway Station: 10 kms Nearest Heliport is 1.9 miles away from the Hotel
PROPERTY INFORMATION
Convenient location equidistant between the airport and city center Ambience Palatial, built on the lines of the Mysore Palace Rooms now open 352 rooms Suites 29 Twin Beds total inventory 49 twin rooms King Beds total inventory 303 king rooms Handicapped Room 2 Floors total floors 6 Club Floor 5th and 6th Floor Royal Club Lounge on the 5th Floor Fine Dining Restaurant on the 5th Floor Cigar bar and Billiards room on the 6th Floor Guest Elevators now operational 3 total elevators 4 Non Smoking Rooms 1st Floor Yes Private Dining 24 hours 24 hours Business Center Parking Lot 300 spaces No charge Pets Allowed No
Restaurants All day dining Multi-cuisine, Indian Specialty, Pan Asian, French Bar Library Bar Swimming Pool outdoor with Jacuzzi Banquet Halls 8 including two ball rooms Landscaped Gardens Health Club and Spa
SERVICES
Laundry/Express service Wheelchair Doctor/Medical Facility Valet Service Butler Service Ironing Service Concierge International/Domestic Ticketing Babysitter Multilingual staff 24 hours security on site Sightseeing arrangement Shoeshine service Safe deposit box Complimentary newspaper Complimentary fresh fruits Welcome drink on arrival Currency Exchange 24 hours housekeeping service Concierge provides a library of movies on DVDs for Guests pleasure
Complimentary Concierge also helps in retrieving lost baggage on flight
SERVICE TAX Internet Rooms: 24.36% Internet Public Area: 32 % Spa Tax: 32.36% Concierge Service tax: 12.4% Business Centre Hall Rental: 20+22% Business Centre: 12.24% F& B Tax: 12.5% DIRECTION
-From North N*4 Till Cunningham Road, Exit to M.G. Road, Exit At Airport Road, Sight Hotel On The Left Hand Side. -From East N*4 Exit Hosur Road, Turn Right To Richmond Road Circle, Exit On Airport Road, Sight The Hotel On The Left Hand Side.
-From South From Hosur Road, Exit Onto Richmond Road Towards Airport Road, Sight The Hotel On The Left Hand Side.
-From West From Mysore Road, Exit onto Richmond Road Towards Airport Road, Sight the hotel on the Left Hand Side
PLACES OF INTEREST IN AND AROUND THE HOTEL
1. The Leela Galleria
Located on premises itself offers a range of shops, from Jewellery to clothes to signature shops of Hidesign and Daks,Parcos,Oxford Book Store,Mont Blanc etc. Amber Artefacts A store that carries an exclusive range of glassware, paper products, accessories, semi-precious jewellery, linen, brassware and more. There is a gift here for any occasion.
Shristi - Shristi has a rare collection of antique jewellery & reproductions by master craftsmen from all over India. Precious stones are set in 22 & 18 ct gold in a range of necklaces, earrings, bangles, rings etc. Customized orders are also undertaken.
Kashmir corner The 5 Kashmir shops in the corner of the B level in the Galleria houses the world famous pashmina and jamavar shawls. The shops also store some of the finest silk with hand made Kashmir embroideries, entire section of handicraft products, elegant silver and other precious jewellery.
Lokesh Ahuja The label has a line of mens and womens wear in linen, cotton and blended fabric. The garments are custom made and ready to wear.
Club Mahindra Resorts
Mogra Named after the Indian Jasmine, which signifies beauty, sensuousness and vibrance, each piece of clothing is labour of love and creativity. Imagination and skill combine to create beautiful ensembles and evoke you to own an apparel.
Albion Travels - With more then two decades of successful experience in the travel industry and recognized by IATA and members of the Travel Agents Association of India; the services include: Domestic & International ticketing, passports, visas, corporate tours, holiday packages & foreign exchange.
Amoeba - A fun filled sports enthusiasts entertainment center. A built in restaurant, virtual reality floor with games and a three-lane bowling alley. Here les a complete entertainment zone guaranteed in changing the shape of fun.
Anokhi Started in 1970 to foster Jaipurs recorded block printing tradition that dates back to the 18th century. With blocks are hand crafted from teak and hand mixed in vegetable dyes the garments are known for its international consistent quality, style and affordability.
Athena A final destination for all insomniacs in Bangalore, Mumbais swankiest club makes its formal debut at The Leela Galleria. A sprawling dance floor coupled with a restaurant specializing in Mediterranean/Greek cuisine, the redefined dcor and large space will definitely make it the most desirable venue in the city.
Barista Be it after a long shopping spree of to just hang out with friends stop in at the coffee retail house for a hot Cappuccino or ice-cold frappe where you cant hurry a cup of coffee.
Abu Jani-Sandeep Khosla The designers designer who are the first names to gain international success. They have dressed Bond Girl Sophie Marceau in The World is not Enough to Dame Judi Dench for her Oscar acceptance in 1999. The pair are fore runners when it comes to re-inventing traditional Indian arts such as Zardosi and Chikan.
Reebok International A leading worldwide designer and marketer of sports, fitness & casual apparel and footwear.
Svisti Leela An exclusive linen store where draping homes is a passion. The designs of life, vibrancy of colours, a symphony of craft a rare assortment of fabric celebrating itself.
Manoviraj Khosla One of the countrys leading designers, his entire range is trendy and youthful made of the finest fabrics to ensure they look new even after years of use.
Daks This British apparel brand has won the patronage of the British Royalty and is a tradition dating back as far as 1894. The range today incorporates traditional British style with innovative designs. It is a combination of legendary tailoring skills with the latest fashions.
Ganjam Nagappa A story that began 200 years ago, they have carved a niche for themselves as masters in precious gems and Karnatic jewellery. Today they craft jewellery that incorporates the traditional to meet the requirements of the contemporary woman.
Hidesign Nurtured and nourished the traditional method, you can recognize the best leather by its glow. Choose from a vast range of products built to give years of pleasure made and crafted the forgotten way.
Jhan Brothers Dealers of handmade, hand knotted silk and woolen carpet, pure pashmina shawls and a range of impeccable artifacts, this is the place to find a mixture of creativity, culture and refinement.
Khanate A house of exclusive custom made suits, Khanate cater to a niche of discerning clientele who want service of the highest quality and international standards. Choose from a range of hand made suits, casuals, club wear, Indian ethnic wear and exclusives designed by Ayaz.
Mont Blanc A name and establishment of old age repute, this is laden with pens. Watches, cuff links, money clips, leather goods and fragrances. Each and every piece is hand crafted by master craftsmen who take infinite pride in their work and each piece is a unique expression of individuality and holds the emotions of its creator.
M & W - This salon has a full range of relaxing beauty treatments for men and women; nurturing a unique bond with the client by enhancing their total well being. The peerless customer service, advanced technical expertise, commitment to community spells an art of pampering redefined.
Oxford Bookstore A book lovers paradise, this one stop store will satiate your appetite. One can browse through a wide selection of books catering to any subject be it art, Music, Cuisine, Dcor, Politics, Biographies .the list is endless.
Parcos A perfumery of international standards with international brand of fragrances, skin care and make up brands like Clarins, Shiseido, Elizabeth Arden and Nina Ricci. Complimentary consultation by well trained skin care consultants for both men and women are provided.
Spiritz This exclusive shop features the finest selection of liquor labels from all around the globe.
Taamara The lotus a gift store with a difference. Uniquely crafted items from the depths of India beyond any comparison. An ethnic aura envelopes even the simplest of forms making each item truly a collectors delight.
Mahindra Holidays Leisure for a lifetime, with the objective of enriching and enlivening peoples lives Club Mahindra endeavors to make every holiday you take an enjoyable and unforgettable experience.
2. Vidhana Soudha Situated in Dr. Ambedkar Veedi Road, Neo Dravidian style of architecture is Bangalores white house. Built by Charismatic Kengal Hanumanthaiya, Chief Minister Of Mysore 1951 1956
3. Bangalore Palace Inspired by Londons Tudor Style Windsor Castle set on 430 acres built up to an area of 45000 sq ft.
4. Visveswaraiah Museum Industrial and Technological Museum
5. The Bull Temple
6. Government Museum one of the oldest Museum in India, built in 1886
7. ISKCON- Located in Rajaji Nagar
8. Shiva Statue 65 feet high depiction of Lord Shiva Statue
9. Big Banyan Tree spread over 400 acres and 400 year old tree figures in the record books for being the Largest such tree in the world.
OFF PREMISES
Outdoor tennis court Squash Golf driving Range Bowling Ally Discothque Pubs Beauty/Health Cure facilities
***all the above areas are within 10 min drive from the hotel**** ATTRACTIONS Landmark/Place of Interest Within 10 minutes walk from the hotel a. Deustche Software b. Huwaei Technologies c. National Semiconductors d. Intel Corporate Office e. Swiss Re f. IBM g. ELF Gas h. KGA Golf Course i. Texas Instruments
Within 10 minutes drive from the hotel j. Silicon valley Whitefield k. Indian Space Research Organization l. Aerospace Companies m. Confederation of Indian Industries CII
Within 20 minutes drive from the hotel n. Cubbon Park & Aquariums: oasis of greenery in the heart of Modern Bangalore. o. Bangalore Golf Course p. Main Shopping Area MG Road q. Financial Institutions r. International Technology Park s. Chamber of Commerce
Within 30 minutes drive from the hotel t. Central Cottage Industries Emporium u. Venkatappa Art Gallery v. State Museum w. Aquarium x. State Legislature Vidhana Souda y. Lal Bagh Gardens: Named because it was once only filled with Red roses. It was planned by Haider Ali in 1760 z. Tippus Summer Palace : Located in Albert Victor Road aa. Government Secretarial Offices
Around Bangalore
Mysore Palace Nandi Hills Bannerghatta Wild Life Sanctuary : 25 km on the outskirt ofBangalore Chamundi Hills omnathpur Vrindavan Gardens Shrirangapattanam Shimsha/Shivanasamudra (Power Generation Unit) Biligiriranga Hills Wild Life Sanctuary
FOOD AND BEVERAGE OUTLETS @ THE LEELA PALACE CITRUS All Hour Dinning / Coffee shop Graphics Designed by:Complimentary breakfast for In-house guest above deluxe room category
Meaning of the name
Full of youthfulness, an atmosphere that breathes in its livelihood, its surroundings fresh & zesty with lot of sunshine & brightness.
Location To note Number of Seats
North Wing at the lobby level Dress Code Semi Casual/Formal 210 Indoor 100 Outdoor 110
Cuisine
24 hours Brasserie offering Multi-cuisine specialty
Entertainment
- World music - Live band performance on Sunday Brunch Harvest moon
Attractions of the menu
Offers
multi-cuisine
specialty,
Mediterranean
specialty & fire wood hot pizzas with an emphasis on Italian Cuisine, Indian and Continental Hours of Operation Concept 24 hours - Show kitchen focuses on the Visual aspect of food production. - The restaurant has an option of outdoor and indoor seating. - Eclectic / Modern Decor FOOD PRESENTATION Breakfast Kids breakfast Salad buffet ( Soup, Salad and Dessert) Lunch Buffet Kids Lunch Buffet Seafood Buffet - Wednesday Sunday Brunch Kids Sunday Brunch RATES Rs. 690/ AI Rs. 460/ AI Rs. 600 /AI Rs. 850 / AI Rs. 600 / AI Rs. 2000 / AI Rs. 2000 / AI Rs. 1250 / AI
Mediterranean - Friday
Main Course rate & Comp with salad and dessert
JAMAVAR Indian Specialty Restaurant Rated as one of the Worlds best dinning Venue by FORBES MAGAZINE
Meaning of the name
A weaving pattern originally woven with fibres drawn out of the underside of a mountain sheep. The French adapted the teardrop pattern developed in Kashmir and it took the name of the city where it was developed Paisley.
Location To note Number of covers
North wing at the Lobby level Dress code Smart casuals / Formals 110 Indoor 58 Outdoor 52
Cuisine Entertainment
North Indian 60% and South Indian 40% Channel music Option for live performance has been provided.
Reservation policy
- Advised reservation of tables. - Reservation would be held up to 30 minutes after the time of
booking. Attractions of the menu Timings Salmon ke Kebab, Murg Methi Malai, Lobster Neerulli Lunch 1200hrs to 1500hrs Dinner 1900 hrs to 2330 hrs Concept - Theme would focus on Indias finest culinary offers with maharaja style service. - Show-kitchen with tandoor and grill would focus on the visual aspect of food production. - The intricately designed Maharaja table overlooking the show kitchen would be the benchmark in traditional Indian hospitality. - The walls would be adorned with Jamavar shawls. - The menu would offer 60% North Indian and 40% South Indian food. - The restaurant would have an option of outdoor and indoor seating.
ZEN Pan Asian Restaurant
Meaning of the name
Zen is a way of life. The teachings of Buddhism, which started in India, traveled through South East Asia including China, Korea, Thailand and finally reached Japan. The food at Zen resembles this journey.
Location To note Number of covers
North wing at the Lobby level Dress code Smart casuals / Formals 148 O-Level 30 Raised Dining-36 Mezzanine Floor-36 Garden Facing 28 Sushi Bar 06 Yakitori ( Satay) 06 Bar 06
Cuisine Entertainment Telephone extension Reservation policy
Pan Asian Lounge and World Music 1520/1523 Advised reservation of tables. Reservation would be held up to 30 mins. After the time of booking.
Attractions of the menu
Live Teppanyaki (hot counter like open kitchen) , Sushi, Yakitori and
Noodle counters. Korean BBQ, Dim-Sums and Oriental Teas served ceremoniously. Thai, Chinese, Japanese and Korean cuisines.
Timings
Lunch 1200 hrs to 1500 hrs Dinner 1900hrs to 2330 hrs
Concept
Theme would focus on simple yet elegant setup. Live counters to give the guest a feeling of being at home and the food being cooked as per his preference. At the Korean BBQ (8+4+4) guests get to prepare the meal on their own. The interiors reflect light, space, symmetry, color and movement. The Menu has been designed on the concept of the five natural elements i.e. Earth, Water, Fire Wood and Metal. The restaurant would have an option of outdoor and indoor seating. Special Chinese menu for lunch featuring varieties of Dim-Sum and hand picked rare Oriental Tea.
FOOD PRESENTATION Seafood Buffet - Thursday
RATES Rs. 2000 AI (Sushi, Dimsum, Seafood, Satay, Salad, Soup, Main course, Dessert)
Sunday Brunch Sunday Brunch - Kids
Rs. 2000 AI (Mangolean, Korean, Thai,Chinese, Japanese and Indian) Rs. 1000 AI
LIBRARY BAR
Meaning of the name
Symbolical to the old English lounge wherein the guests can relax in sheer luxury over their favorite martini and cigar. The bar displays a collection of valuable collectors books and antiques.
Location To note
Lobby level - Guests below 20years would not be permitted into the restaurant. - Dress code Smart casuals / Formals
Number of covers
54 Bar counter 6 Seating 48
Entertainment
Channel music Option for live performance has been provided.
Reservation policy Attractions of the menu Timings Concept
Not encouraged International Martinis, Single Malts, Cigars 1100 hrs to 2330 hrs - To market the place in terms of its ambience as a lounge meant for relaxation. - An upbeat place for connoisseurs in Martinis & Cigars - The bar provides an array of imported liquor, the selection comparable to the best in the world. - Serves light snacks, which complement the selection of drinks.
FINE DINNING THE ROYAL CLUB
Location To note Number of covers Cuisine Entertainment Telephone extension Reservation policy
5Th Floor
22, Patio -12+12 Authentic contemporary French Cuisine. Channel Music 1540 - Advised reservation of tables. - Reservation would be held up to 30 minutes after the time of booking.
Attractions of the menu Timings Concept
French Cuisine. 0630 hrs to 1100 hrs and1845 to 2330 hrs
ROYAL CLUB LOUNGE
Covers: 22
Operations: 24 hours Especially for Royal Club & Suite guest Plasma Television Our exclusive services include:
Use of Royal Club floors consisting of Club Lounge, The Dining Room, Champagne Room, Cigar Room, Billiard Room, Board Room and Meeting Room. The Cigar, Billiard and Champagne Rooms have been creatively fashioned to pamper our Royal guests anytime between 1800 hrs and 2330 hrs (weekdays) and between 1100 hrs and 2330 hrs (weekends).
The membership is for the use of the member. The spouse has to be accompanied by the member- and cannot come alone or with friends.
For guest Rooms and Suites used by the members, there would be no supplement for double occupancy. Extra bed charges for children will not be levied.
Personalized check-in and check-out on the Club Floor.
15% allowance would be extended in all the Restaurants and Lounges in the Hotel and on laundry services for non-resident guests
20% allowance would be extended in off season (May to August) and 15% allowance in peak season (September April) on the printed tariff.
Automatic Suite or Room upgrade to the next higher category.
2 hours complimentary use of a Meeting Room on the Club Floor.
Daily themed elegant canaps and light snacks, between 11.30 am. and 1.30 pm.
Traditional English afternoon high tea, served between 3.00 pm. and 5.00 pm.
Evening cocktails, wines and aperitifs served with Amuse Bouches based on the food themes at our other restaurants, between 6.00 pm. and 9.00 pm.
Refined liqueurs & spirits with chocolate pralines and petit fours, between 9.30 pm. And 11:00 p.m.
ROYAL CLUB BOARD ROOM AND MEETING ROOMS
A) THE CHAMPAGNE ROOM
This grand private dining room which seats up to 12 persons will give our Guests and members, the ultimate in luxury and style. Situated as part of the main dining room, Bangalores largest selection of Wines and Champagnes are featured.
B) THE BILLIARD AND CIGAR LOUNGE
The cigar room is an ultimate cigar lovers paradise. All the senses will be flattered; the scent of matured tobacco leaves, the aromas tickling the palate, the beauty of the interiors the soft musical tunes and the feel of the material used within the palace will ensure that the guest feels that they were in heaven.
The billiards room will offer the guests waiting to play more options and enjoyment. In addition, cocktails will be served ranging from Martinis to Mojitos between puffs of Monte cristo.
C) BANQUET SPACE AT ROYAL CLUB
Seating Capacities Dimensio Area Theatr Venue n 28x25 SqFt 700 e Class Room U-Shape Board Room 16 Recepti Banque on t 16 Sit Down -
Royal Club Board
Room Pre-Function Total Nithya Roshni (Pre Set) Dhwani (Pre Set) 30x28 30x14 23X21 28x14 392 1092 840 420 390 70 25 16 16 12 12 30 40 12 12 30 04 -
RECREATION On Premises Outdoor swimming pool Jacuzzi Massage Fitness Center Jogging Track Aerobics Yoga & Meditation
SWIMMING POOL Location: Lobby Level/ One touch button in the lift called SPA/ POOL Operational hours: 0630 to 2130 hrs Depth: 4 feet
Members Guest Mon to Fri / Single 500+ tax / 1000 + tax Couple or 2 person Family
Annul Membership 35,000 + tax
Monthly Membership 7,000.000
50,000
65,000
GYMNASIUM
Location: -2 Levels / Basement/ One touch button in the lift called SPA/ POOL Operational Hours: 0600 hours to 2200 hrs
AEROBICS Operational Hour 0730 -0830 hrs 1830 1930hrs Instructor Charges Mr. Bobby Rs. 250+ tax per day
YOGA 0600 0715 hrs (Mon Sat)
Mr. Sajeeb Rs:300+ 32.36 tax = Rs.397 AI per day
Nagesh and Lokesh
SANUS PAR AQUA - SPA
Membership
Annul Membership
Off Peak Annual Membership (Mon to Friday 0800 1700 hrs
Monthly Membership
Off Peak Monthly Membership (Mon to Friday -0800 1700 hrs)
Single
1,20,000.00
90,000.000 1,50,000.00
15,000.000 22,000.00
9,750.00 16,500. 00
Couple or 2 2,00,000.00 parson Family Corporate Remarks 2,80,000.00 1,20,000.00 This entitles the member to use the gym, steam, sauna and pool 20% discount on all Ala Carte treatments for members only
2,20,000.00
This entitles the member to use the gym, steam, and sauna.
This entitles the member to use the gym, steam, sauna and pool
This entitles the member to use the gym, steam, and sauna.
Corporate- 2 memberships will receive a 5% discount on either annual, monthly or off peak rates 3-10 memberships will receive a 10% discount on either annual, monthly or off peak rates
20% discount on all Ala Carte treatments for members only
Daily Date Of Recreation Facilities
Area Gym Pool Wet Area Children under 5 yrs Children 5 to 10 yrs Children above ten yrs
Rate 1000 + tax 500 + tax 1200 + tax No Charge 500 + tax 1000 + tax
The management reserves the right to amend any price change without prior notice
ROOMS
Rack Rate Room Category Code Area in Sq. Ft. Total No. INR US D
Deluxe King Deluxe Twin Conservator
D1K
534
77
1500 0 1600 0 1650
450
D2T
534
20
470
C1K
534
44
480
y King Conservator y Twin Royal Club King Royal Club Twin Royal Club Premiere King Royal Club Premiere Twin Executive Suite Royal Club Suite B2T 725 16 B1K 725 91
0 1750 0 2100 0 2300 0
C2T
534
500
A1K
534
67
600
A2T
534
650
1900 0
540
2000 0
560
CJ1
1068
2700 0 3000 0 3500 0 4000 0 7200 0
725
101,133,233,239,333,339,433,4 39
CS1
1200
775
539,633, 639, 650, 652
Turret Suite
BJ1
1450
875
150,152, 250, 252, 350, 352, 450, 452
Tower Suite
BS1
86.45sq. m
975
180, 280, 380, 480, 580
Royal Suite
AS1
2484
165 0
305,315
Presidential Suite TOTAL
PRE
2774
9500 0
350 0
550
357
US Dollar tariffs are applicable to all foreign nationals and Non resident Indians. US Dollar tariffs are converted into local currency at the applicable time of billing. Tariffs are subject to 12`% Luxury tax on the published tariff. Tariffs and taxes are subject to change without notice.
Room Description D1K Deluxe rooms offer 1 king or 2 twin beds 534.45 sq.ft. with balcony offering spectacular tropical rock garden or pool views. Furnished with a writing table, chairs, sofa, armoire and walk in wardrobe. Luxurious marble bathroom with walk in shower cubicle and bathroom amenities. All rooms have personal electronic safe, dual line telephone with voice mail and data port connectivity.
C1K Conservatory rooms offer 1 king bed 534.45 sq.ft with balcony offering spectacular tropical rock garden views. Furnished with a writing table, chairs, sofa, armoire and walk in wardrobe. Luxurious marble bathroom with walk in shower cubicle and bathroom amenities. All rooms have personal electronic safe, dual line telephone with voice mail and data port connectivity. *
C1K Conservatory Premiere rooms offer 1 king bed 703.95 sq.ft with balcony offering spectacular tropical rock garden views. Furnished with a writing table, chairs, sofa, armoire and
walk in wardrobe. Luxurious marble bathroom with walk in shower cubicle and bathroom amenities. All rooms have personal electronic safe, dual line telephone with voice mail and data port connectivity. *Largest room of this category in the city*
CS1 Executive Suite 1068.85 sq.ft with balcony overlooking the swimming pool. It has a large lounge area complete with plush sofa seating, TV, DVD and stereo entertainment system. It is furnished with a separate bedroom with twin wardrobes and balcony attached to the bedroom. Luxurious marble bathroom with walk in shower cubicle, bath tub and bathroom amenities. It has a modern interior finish with Indian art pieces and paintings.
BJ1- Turret Suites 1450 sq ft with the balcony overlooking the plush garden. Currently a 1 Bedroom Suite which can be converted to a 2 Bedroom Suite as there is the provision of an interconnecting room if required..Kichenette attached. Separate Living area with a Pantry and Washroom attached. The Bedroom has a master Bathroom attached with walk in shower cubicle, bath tub and bathroom amenities.Walk In wardrobe attached to the bedroom. Large personal safes that can accommodate valuables including a lap top computer.
A1K-Royal Club Rooms offer 1 King or 2 Twin beds 534.45 sq.ft with the balcony offering either a spectacular tropical rock garden view or the view of the luxurious swimming pool.All rooms have DVD Players with selection of DVDs.Large personal safes that can accommodate valuables including a lap top computer.24 hour Laundry,dry cleaning and pressing of garments. Exclusive Use of the Royal Club Lounge situated on the 5th Floor. All the Royal Club Rooms are located on the 5th and 6th Floors of the hotel. Additional features of the Royal Club
- An exclusive Lounge located on the 5th Floor of the hotel - Personalized stationary - Round the clock personalized Butler Service - A 24 hrs self service Business Center - Five food and Beverage Presentations in the Royal Club Lounge
- Evening cocktails, wines and aperitifs served with food themes from our restaurants served at the Lounge. - Refined liquors and spirits served during the latter half of the evening in the Lounge - DVD player in all the rooms - Stereo entertainment in all the rooms - Choice of International Newspapers - French Specialty Restaurant - Cigar Lounge - Billiards and Sports Lounge - Champagne and wine lounge - Facility for express check in and check out - Complimentary service of tea/coffee throughout the day.
CS1- Royal Club Suite 1200 sq ft with balcony overlooking the swimming pool. It has a large lounge area with sofa seating,TV,DVD and stereo entertainment system. It is furnished with a separate bedroom with twin wardrobes and balcony attached to the bedroom. Luxurious marble bathroom with walk in shower cubicle, bath tub and bathroom amenities. The Suite has its own walk in wardrobe attached to the Bedroom.Two, two line telephones with data ports and two single line telephones in the bathroom. Long range cordless telephones in all the suites. Round the clock personalized Butler service. Five Food and Beverage Presentations in the Royal Club Lounge
Breakfast The restaurant Afternoon Canapes and Light Snacks Traditional English High Tea Cocktails and Hors douevres Chocolates and Cordials
AS1 Deluxe suite 2484.30 sq ft with balcony overlooking landscaped gardens. It has a large lounge area complete with plush sofa seating, TV and stereo entertainment system, It is furnished with a six seater dining table, separate bedroom, pantry and powder room in the living room. Luxurious marble bathroom with walk in shower cubicle, bath tub and bathroom amenities. It has a modern interior finish with Indian art pieces and paintings.
PRE -The Maharaja Suite - The 2774.40 sq ft Maharaja Suite located on the 5th floor offers a panoramic view of the inner courtyard with lush gardens and the mist covered waterfalls. In the Maharaja Suite, the living room offers seating capacity for 16 guests, a well appointed work desk, a fine seated dinng area for 10 people and a fully equipped pantry accessible to service staff for private dinners. The Bathroom attached to the spacious master bedroom has a double vanity counter, a separate shower cum steam cubicle, a Jacuzzi and a separate WC cubicle. A walkin closet attached to the bedroom offer additional space. Should the resident so desire and additional bedroom can be included in the configuration of the suite, making it a two bedroom facility.
The up-to-date security features incorporated in the facility include bullet proof windows, hardened reinforced concrete walls, ceiling and floors, closed circuit television, intruder alarm
system and stand alone telephone/emergency generations system. The approach corridor will have built in metal detectors, security observation rooms and a fire escape for the suite.
Standard Guest Room Features Private bar Wide screen color TV with remote Satellite/Cable TV Well appointed Working Desk Air conditioning Thermostat Electronic Safe PC plugs Two line telephone with voice mail Dataport connectivity Full size mirror Walk in double wardrobe Private Balcony with sit out facility Choice of Indian Newspapers National daily and Financial Newspaper Complimentary fruit platter Refreshing complimentary welcome beverage Tea/Coffee maker exclusively for resident guests
Guest Bathroom Features Hairdryer Adapter plugs available Shaving/Beauty Mirror Walk in closet
Walk in shower cubicle Telephone Bath tub Bathrobes and Yukatas Slippers Conditioner, Shampoo, Lotion Frost free mirrors
INTERCONNECTING ROOMS
Deluxe King - D1K 321 421
Deluxe Twin D1T 322 422
Executive Suite - CJ1 101
Deluxe King D1K 103
Turret Suite BJ1 152 252 352 452
Deluxe Twin D1K 151 251 351 451
Royal Suite - AS1 305 315
Deluxe King D1K 307 314
Royal Club King - A1K 528 628 624 604
Royal Club Twin A2T 530 630 623 603
Conservatory King - C1K 328 428
Conservatory Twin C2T 330 430
Turret Suite BJ1 350 450
Conservatory King - C1K 348 448
Presidential Suite PRE 550
Royal Club King - A1K 540
ROOMS TWIN ROOMS 1st Floor to 4th Floor 1st Floor to 4th Floor 2nd Floor to 4th Floor 2nd Floor to 6th Floor 51s 22s 19s , 13s 30s
3rd Floor to 4th Floor 5th Floor to 6th Floor New Wing Disabled Rooms Non Smoking Floor
08s 23s 61s , 63s , 76s and 78s 118 & 274 1st Floor
CONCEIRGE DESK CHARGES TRAFFIC FOR CITY LIMIT
Cars available
4 hrs/ 40 kms
8 hrs/ 80 kms
Airport Transfers
Additional Kms 25
Ford Ikon,
1500
3000
400
Honda City,
2200
4400
500
35
Toyota Camry,
4000
8000
700
80
Mercedes,
4800
9000
90
BMW 3 series,
5500
10000
800
100
BMW 7 Series,
7000
13000
1000
130
Mercedes Coach
5000
9000
800
75
TARIFF FOR OUTSTAION Cars available Per Kms Chauffer Charges Ford Ikon 25 500 Night Detention 500
Honda City
35
500
500
Toyota Camry
75
750
750
Mercedes
100
750
750
BMW 3 Series
120
750
750
BMW 7 Series
150
750
750
Mercedes Coach
80
750
750
TERMS & CONDITIONS 1. Mercedes is not available for airport transfers 2. Short trip(1 hrs/ 10 kms) Rs. 1000.00 for Honda City Only
3. Any inter state permit fee/tax will be borne by the guest 4. A chauffer charge would be levied on a daily basis. 5. A guest will be charged for a minimum of 225 kms per day 6. All Parking charges will be borne by the guest.
BUSINESS CENTRE RENTAL Conference Room ( per hour) Conference Room ( half hour) Conference Room ( 0900-1800 hour) AMOUNT 3000 8000 15000
Meeting Room ( per hour) Meeting Room ( half hour) Meeting Room ( Full hour)
2500 7000 12000
Interview Room ( per hour) Interview Room ( half hour) Interview Room ( Full hour)
1500 5000 8000
OTHER FACLILITIES
SERVICES Local Fax Domestic Fax International Fax 25 40 250
Floppy Disk CD DVD
50 75 200
Photocopy per page Photocopy 100 and above Colour Photocopy per page Colour A4 Colour Photocopy per page Colour A3 Photocopy on transparency Transparency Broadband - Speed 512 kb per sec RJ 45 Ethernet port Internet half an hour Internet 1 hour Internet 3rd hour Internet 3rd and above
7 5 120 180 8 25
300 300 900 1000
Print out per page BW Print out per page Colour Scanning a Document / Photo
25 100 25
Typing for a guest on PC -1 page Lamination for guest on PC 01 page Lamination Flat Files Plastic Folders Binding up to 50 pages per book
100 100 30 30 30 100
Binding 51 to 300 pages per book A4 sheet, Ream
150 250
DVD LCD OHP full day with screen Slide projector TV/ VCR
1500 5000 500 600 1000
CHAPTER 5 DETAIL OPERATIONS OF THE DEPARTMENTS TRAINED IN
FRONT OFFICE
Department at a glance The department comprises of the following sub- departments Reception Concierge Royal Club
Business Centre Airport Representative Transport Communications Hierarchy Positions EAM Mr. Sameer Sud FOM Mr. Jagdeep Nambiar Duty Managers Concierge Guest Recognition Executives Receptionists Butlers Pageboys Bellboys RESERVATION This is a section of the Front Office which deals with the reservation process. This in a main department which requests for reservation of room from various sources and the information is processed, properly documented, stored and retrieved at the appropriate time induce a guest to the room upon arrival. The rooms being highly perishable commodity it is the duty of the reservation office that the rooms are not allowed to perished. Modes of Reservation
1 2 3 4 5 6 7
Letters Telex Telegram Telephones In person Email Fax
SOURCES 1 2 3 4 5 6 7 8 9 Reservation Airlines Tour Operators Travel Agencies Free Individual Travellers Groups Companies Instant reservation system Sales and marketing department
10 Embassies 11 Institutions PLANS Plan is a package of the product and facilities the hotel is offering their guests. Every plan has a particular product and facility which the guest has the liberty to choose. A European plan will include only a room where as the services would be charged. For an American plan the package includes a room, meal usually break fast and a dinner. This package offered in this hotel includes airport transfer, breakfast at the citrus restaurant and the room rate.
RATES FOLLOWED BY RESERVATION RACK RATE This is the highest room rate charged by the hotel. It is the rate given to the guest who does not belong to any particular category. This rate is used for the walk in guest who requests a room for the night. CORPORATE RATE These are rates offered to the business guests staying in the hotel. This can be further broken down into Business guest who are frequent guest to the hotel and guest who are employees of a corporate concern that has a contract for the rate with the hotel. ROYAL CLUB RATE This is a marketing strategy followed to encourage repeat visits by the corporate guests. This plan was develop to encourage business people who do not have any set schedule for visiting a city to stay at a specific hotel. A card is issued, which is marked with each visit by the guest. After a specific number of visits the guest is awarded a free night. Currently there are many variations of the concept. Marketing of the large hotel corporations have developed sophisticated frequent visitor plan. MILITARY AND EDUCATIONAL RATES These are rates established for military personnel; and educators, because they travel on restricted travel expense accounts and are price conscious. These groups are a source of significant room sale because their frequent visits may supply a sizable amount of repeated business. GROUP RATES
These are rates offered to a large group of people visiting the hotel for a common reason. The marketing and sales department usually negotiates these rates with a travel agency or with professional organizations. FAMILY RATES These are room rates offered to encourage visits by families with children. This rate is offered to families during seasonal or promotional times. HALF-DAY RATES A room rate based on the length of stay a guest, which is applied to guests who use a room only for 3 4 hours in a day PROCESS OF RESERVATION All the reservations coming in are recorded on a form called the reservation form. The detail such as the name of the guest booking the reservation, company name, address, telephone number etc. it also consist of the name of the guest, his designation, arrival and departure time, mode of payment, type of room, number of persons, and so on. The reservation is then fed into the computer, the availability is checked and a confirmation letter that may be sent either through e-mail or through fax and then the room may by blocked for the following dates. Billing may be direct or indirect; in case of direct billing the guest pays for all his expenses through his personnel account. In indirect billing the company pays on behalf of the guest, a letter of a fax must be sent by the company on its letterhead stating the mode of payment. If payment were made after a certain period of time or on behalf of the hotel on time credit authorization slip is filled up and signed by the finance manager and also by the marketing and sales manager. 3 copies are made and filed in the necessary files. The reservation forms are slotted according to dates and alphabets of the guests last name.
Special importance is given to group reservation, a reservation assistant is appointed as the group coordinator and will carry out all operations relating to the group and will coordinate with the marketing and sales person or with the travel agent who has made the reservation. RESERVATION CODES Reservation codes are a sequential series of alphanumeric combinations that provide the guest a reference for a confirmed or a guaranteed reservation. This code indicates that accommodation has been secure for a specific date with a commitment to pay for at least the first room night. The code will identify the hotel chain / referral group, The arrival date and the departure date the type of accommodation, the mode of payment and the sequential number of reservation.
FORE CASTING RESERVATION Forecasting or room forecasts, which involves projecting room sale for a specific period of time, is naturally the next step after the data from the reservation process has been collected, this step includes previewing the effects of reservation on the income statement, scheduling labour, and planning for use of facilities. This process of projecting sales and related expenses is very important to the successful management of the hotel. This information is also important to the financial controller. General Manager and to the owner of the hotel. This information is used by them in managing the finances of the hotel; it is also used to project the yearly of quarterly financial projections. THE TARIFF
Room Categories
Tariff (INR)
Single Deluxe Room 19,000
Double 20,000
Conservatory Room Royal Premier Room Royal Club Room Executive Suite Royal Club Suite Turret Suite Tower Suite Royal Suite Maharaja Suite
20,000 21,000 22,000 30,000 32,000 35,000 40,000 75,000 1,50,000
21,000 22,000 23,000
DUTIES OF RECEPTION The receptionist must have a thorough knowledge of the hotel products like number of rooms their location, view type, size rate, timings of a restaurant and bar, its facilities and information about the city in order to answer any query of every in house guest. A system that has been introduced in Leela palace, Bangalore is that when a guest enters hotel and checks in the receptionist hands over his/her card to the guest and asks the guest to contact them in case of any complaint, query. This has been introduced in order to provide a little more personalized
service to the guest and to avoid a guest calling the reception and speaking to different people rather than speaking to one person. RESERVATION POLICY 1 Check in check out 12.00 noon. 2 All confirmed reservation held until 18.00 hours on the day of arrival, and then released unless guaranteed. 3 Guaranteed reservation will be honoured till 07.00 hours the following day. 4 Released non guaranteed reservation will be accommodated subject to availability of rooms only. 5 Guest staying for more than a week in hotel they are required to settle their bills on weekly basis.
CANCELLATION POLICY GIT: A. 30 days prior to arrival by voucher payment B. Cancellation received before 7-14 days prior to arrival 50% on room charge for one day room charge as retention C. Cancellation received 7 days prior to arrival up to 25 rooms 1 night for the room is charged retention and above 25 rooms 100% night room charge retention for the entire stay. Registration Card: The registration card provides the hotel with the guests billing instruction, information on the check out time, and room rates. Even if the guest has a reservation, the completion of the registration card is important as it verifies the spelling of names, address, phone numbers, and anticipated date of departure, number of people in the party, room rate and method of payment.
Guest Registration Procedure: Guest request to check into the hotel 1. Front desk projects hospitality towards the guest 2. Front desk clerk inquires about the reservation 3. Guest completes registration card. 4. Front desk reviews completeness of registration card. 5. Front desk verifies credit 6. Front desk makes room selection. 7. Front desk clerk makes the room assignment 8. Front desk clerk assigns room rate 9. Front desk clerk discusses the sales opportunities for hotel products and services to the guest 10. Front desk clerk hand over the key card. 11. Front desk clerk process folio Room Inventory A rook inventory system is maintained by the reception which involves constant updating and checking the data base that indicates the house keeping status term which means availability of a room, such as occupied (guest or guests that are that are already occupying the room) stay over, on change, out of order, and available. This fact of registration requires constant communication efforts among the office, house keeping, and maintenance and reservation staff. Night Shift During the night shift, one duty manager, one receptionist, and one cashier are on duty. They perform the following work 1. Print the following days arrival and registration cards 2. Tallying the arrival and departures in the respective registers. 3. Maintaining the cash position
4. Entering the foreign name in the FRRO register 5. Entering all the receipts and paid outs the guest
Register Files and Formats: 1 The A & D register 2 V.I.P register 3 House keeping discrepancy register 4 Room report 5 Complimentary room report 6 Guest history in alphabetical order 7 Registration card file 8 C Forms 9 reservation correspondence 10 Reservation Forms 11 Reservation cards 12 Rate master files 13 Reservation slips arranged in accordance to date and alphabetically 14 On time credit authorization 15 Complimentary cards.
Front desk Operations at a glance The first point of guest contact that deals with reservations, duration of guest stay, handles the check in and check out procedures, rooming the guest etc. The most important department which shares its functions as given below The Functions of Reception Welcoming the guest.
Handles the check in and check out procedures. Updating the MIGD. Enquiring the mode of payment. Coordinating with other departments. Making the key. Rooming the guest. Updating room change, extension of stay, assisting guest requests. Keeping the Registration cards ready.
Calculating and updating preauthorization
CASHIER The position of the cashier includes processing guest check outs and guest legal lender and providing change for the guest. This position helps to make the front desk load manageable when a full house. The front office cashier plays a very important role in the functioning of the hotel. It is the last point of contact. Where the guest settles his bell, either by the selected mode of payment standardized by the hotel. The cashier is provided with his own computer, credit card swipe machines printer and other forms and formats. A master bill is opened as a guest checks in to the hotel, it contains the name of the guest, the arrival date, and departure date, the type of room, and details regarding payment. Therefore the hotel adopts certain safe guards which are as follows:
1. A credit card that is officially recommended is accepted. 2. guests are asked to settle bills by not raising any more credit over the limits 3. Care is taken while accepting cheques. 4. In case where the bill has to be settled by the company the hotel has to receive a confirmation letter from the company stating the required details Cashiering is an important function at the reception. The responsibility of the cashier lies : Cash float and cash collection. Handling foreign exchange and maintaining records. Maintaining the change of cash at any point of time. Handling check out with efficiency. Handling the credit card functions and transactions. Knowledge on handling EDC machine and voiding of wrong payment. Handling the paid outs, IOUs and receipts of the department
Foreign exchange that we provide We provide exchange only on foreign currency to Indian Rs. It is calculated at the exchange rate of the day. We charge a service tax of 0.2575% from the exchange amount. Two copies of the invoice is taken which has the details of the exchange one of which is given back to the guest and the other
copy is kept with the cashier along with the currency. The cashier ensures and counts the exchange money in the front of the guest.
Concierge AT YOUR SERVICE!!!!! It is an important department that provides all national and city services by assisting the guest at all the time by coordinating with other inter departments, with courtesy and efficiency. Concierge not only is expected to assist the guest but also is an information guide to the team and other departments. Important roles of concierge at the Leela: They must be aware of the functions of the day. Must be updated about the city information and important function happening in the city. Networking and access towards all kinds of services such as airline bookings, cinema hall, restaurant, hospitals , transportation. They should also have knowledge on easy access to various recreation facilities required by the guest in the hotel or within the city.
They are a source to provide basic necessities in the case of emergencies eg medicines, sim cards etc. They also are responsible for the proper coordination of guest transportation, bell desk operations, paging and message delivery
BELL DESK and BAGGAGE HANDLING Bell Boy Errand Card.

Once a guest checks in, a bell boy errand card is filled in which consists the name of the bell boy, the date, time, the number of luggage pieces, a copy is made of the card. When the guest checks out the bell boy and the receptionist is intimated. The bell boy is sent to the room assist the guest in carrying his or her luggage, he makes personnel check of the room and escorts the guest to the reception; the errand card is then filled and signed the lobby manager.
Functions of the Bellboys: 1. To deliver guest mail 2. Page the guest in the hotel and lobby 3. Check for any disruptions in the rooms. 4. Distribution of the news paper 5. Maintain the supply of tablets and first aid kit 6. Help the security with unruly elements 7. Checkroom on guest departure 8. Performs any errands as per the requirements by the management and guest. 9. The hotel assigns staff to pick up the guest from the airport and drive them to the hotel that increases the personalized service.
10. The bell boys are responsible for the handling the bell desk operation by coordinating with the concierge. They maintain the standard of delivering the guest in the room within 5 min and maintains a speedy and efficient baggage handling during check out.
11. They also handles the tagging and retention of guest baggage's as per the BLISS standards.
12. They also maintains an errand card which helps them in tracking the rooms they serviced, the number of baggage's and the time.
Shift Timings: 7 a.m. to 4 p.m. 1 p.m. to 10 p.m. 9 p.m. to 7 a.m. First shift Second shift Night shift
Telephones The telephone operator has a very important role to play in the lodging of the establishment. This person must be able to locate registered guest and management staff a moments notice, he or she also expected to deal with crises. With the introduction of call accounting, a computer technology that tracks down guest phone calls and directly posts the billing charges to their account, with this it has made the telephone operators job much simpler and faster. It has a department that has to be handled very efficiently round the clock; all the calls have to be attended promptly and politely. Not only does the operator acts as a means of communication to the hotel, but also creates an impact on the mind of the caller.
The qualities of the operator include.

1 2 3 4 5 6 7 8 9
A polite tone Clear and correct communication Remembrance Secrecy Co-operation Accuracy Alertness Knowledge of the hotel Up selling techniques
The location of this department is in the back office, Connected through the reservations. There are generally 2 to 4 operators 1 each shift than the night. The department is controlled and managed by the communication and telephone manager. All the incoming calls go through the operator, if there are calls for guests resident in the hotel, the operator room number against the guest name and only then connect the call to the room. The telephone department co-ordinates with: 1 2 3 4 5 Front office reservations, information, registration. Accounts Food and beverage departments House keeping All the other departments and the guest rooms
Apart from their daily functions the telephone department performs other functions such as 1 2 3 4 5 Giving wake up calls Checking the reminder wake up calls Checking the local and international calls made. Posting the readings to the cashier computer or otherwise. Keeping an account on the in-house calls.
6 7 8 9
Process the weekly and month end reports Provide information about the hotel to its guest Try and sell the hotel by giving and making suggestions Placing DND on guest telephones.
The number has to be dialled for operator assistance, the number 9 has to be dialled for the dial tone, this facility is provided at the banquet floor, reservation, lobby area and the sales departments. The instrument that the operator operates is called the console, which is different from the telephone in many ways. This department is situated at the back office, which controls all Incoming and outgoing calls of the hotel. The standard phraseology of the hotel Good (time of the day), (department) How may I assist You? Some Important information's on telephones department We have 25 incoming lines and 40 outgoing lines. All guest rooms have voice mail system in which 16 messages can be dropped at a time. Business centre Business centre offers the most flexible range of workplace solutions that enables the guest to work wherever and whenever they want. Professional meeting and conference rooms are available. Services helps the guest stay productive when working on move. State-of-the-art facilities and its regal ambience combine to provide outstanding service Service and Facilities
BOARD ROOM FACILITES :-
* Meeting Room I&II (per hour)
8 Seater
: Rs3000 + Taxes(22%) : Rs15000 + Taxes(22%)
* Meeting Room I &II (whole day) 8 Seater
* Meeting Room III (per hour) 6 Seater * Meeting Room III (whole day) 6 Seater
: Rs2500 + Taxes(22%) : Rs12000 + Taxes(22%)
* Interview Room (per hour) 4 Seater * Interview Room (whole day) 4 Seater
: Rs1500 + Taxes(22%) : Rs8000 + Taxes(22%)
Video Conferencing enables the guest to save the travel costs up to 75% by connecting with colleagues and clients over a secure video connections on the worlds largest network in professional business environment
Important reports Market forecast For three months Trial balance Clean vacant report VIP report Daily briefing sheet Block forecast For three months Departure report Arrival time wise report VIP info sheet Trial balance
Managers Flash report Reservation cancelations Front desk traces Business on the books For three months Reports at the concierge Concierge traces Airport movement sheet Functions of the day At the bell desk C -form report Important observations
Upgrade report Reservations made yesterday Face of the Week
While check out before swiping the transaction of amount we ask for DCC ie weather they would like to get charged in their home currency or Indian rupees. $$$- do not de block the room. ETA- expected time of arrival. GTDCT- Guaranteed by the company or travel agent. LCO- Late check out DP- Direct payment CR- Corporate rate DGRP- Group definite guaranteed
TGRP- Tentative Group TFIT- Tentative free individual traveler. Internet charges per hour = Rs 300 + tax Internet charges per day = Rs 1000 + tax Internet charges per week = Rs 5000 + tax Room 103 is not shown in the inventory and only is sold in the case of high occupancy because it is a small room. News papers and journals we provide : The economic Times The Hindu The Times of India The Finance express Deccan Cronicle DNA Business Standard Herald / The week
DEPARTMENTS FRONT OFFICE CO-ORDINATES WITH LOBBY Arrival: The bell boy escorts the guest to the front office and then along with the guest luggage to the assigned room after registration.
Departure: During departure a guest calls for bell desk to carry luggage. The bell desk informs front office to prepare his bell and sends a porter. Only after the clearance pf bills ,the porter gets authorization to carry luggage outside the hotel premises. Shifting: If a guest desires change of room then the front office calls for bell desk to shift guest luggage. Scanty Baggage: In order to save a hotel from skippers the bell boys inform the front office about the scanty baggage so that a necessary advance is taken and stamps SBon the registration card. Messages: The information section of front office alerts bell boys to deliver messages to guests in the hotel. Paging: It is a system of displaying a guest name on a board with bells to identify guests in a specified location and give message or to locate for an important phone calls, etc. HOUSE KEEPING A close co-ordination is essential between the front office and house keeping to control over rooms regarding the room status report. Discrepancy Report: It is the front office that compares the snack with the room status report made by the house keeping. Discrepancies noticed between the tow is noted down and a report called the discrepancy report is made. After which the bell boy makes a physical check of the rooms. Clearance: When ever a guest leaves a room the front office informs the house keeping about the departure rooms through a departure intimation control sheet and house keeping clears the room and hands over to front office for sale again. This room is termed as the cleared room. Accounts
Front office cashier: It is the cashier who opens an account after receiving intimation from the bell captain about the guest arrival and he will prepare the final bill at the time of check out. Night Auditor: The Night Auditor audits all bills received by the front office cashier in the night shift Food and beverage service Arrivals and departures are closely intimated by the front office to the food and beverage outlets so that they extend credit to in-house guest. VIP Procedure: The front office informs the room service through amenities voucher about complimentary services of fruit, liquor, cakes etc. Telephones Arrivals and departures are immediately informed by the front office to the departments and also meters outgoing calls of guest. Engineering The front office also keeps in good coordination with the engineering. This is important so that the rooms which are on the pickup status are released as soon as possible. The engineering department is also responsible for all the repairs and maintenances on the floors as well as rooms Systems It is important for the Royal Club to keep in liaison with the systems department so as to provide the guest with the hour complimentary internet facility. Butlers
The butlers are the most important part of the Royal Club they are to be kept in good coordination so as to ensure that there is no delay in any of the guest services. The butlers take care of all the guest requests as well as complaints. Stores The stores are responsible for supply of relevant forms, formats and stationary .
FOOD AND BEVERAGE SERVICE

The food and beverage service department of the hotel is the most labour intensive. Consisting of the largest department of employees. The department is split into several diverse sections working towards a similar goal of efficient food and beverage service. The department is managed by the Executive Asst. Manager F&B manger and assisted by the assistant F & B managers and the various restaurant and banquet managers. The teams goal is to provide quality products and services on 24-hour basis every day of the year. DUTIES OF THE FOOD AND BEVERAGE MANAGER The food and beverage manager is responsible for the efficient operations of all the outlets of the hotels, which is the private dinning, restaurants, banquets etc. This includes a managing a multitude of details with the supervisory of the outlets, such details include the food quality, inventory, cost control, training, room set up, cash control, and guest services to name a few, He keeps and eye on the new trends in food and beverage merchandising, cost control factors on food and beverage production, the food and beverage manager works closely with the assistant food and beverage managers and highly skilled chef. Constant supervision of products, employees and supervision and services is required to ensure a fair return on investment. He is also responsible for holding regular meetings with section heads to ensure all areas are working effectively and are well co-ordinate.
RESTAURANT MANAGER He reports to the F & B Director and is responsible for the smooth functioning of the restaurant. The restaurant manager supervises and instructs the staff and maintain proper co ordination and good relations with the kitchen staff. He handles the guest complaints in the restaurant and ensures that proper standard of service and hygiene are maintained by the staff. ASSISTANT MANAGER He helps the restaurant manager in his work operations and has the authority to take decisions in the absence of the restaurant manager. CAPTAIN The captain reports to the restaurant manager and he supervises the staff and help them when ever required. Allocates duties to the senior stewards, trainees and apprentices. He keeps a close eye on the functioning of the restaurant, in the absence of the hostess , the captain escorts the guest to their seats. STEWARDS Reports to the captain, does the misen-place of the restaurant, service the food presents the check to the guest etc.. RECORDS AND REGISTERS MAINTAINED LOGBOOK: It is a very important register as it is the communication link between the two consecutive shifts. On the right side the employees presence for a particular shift is mentioned and on the left hand necessary information which is to be passed on to the next shift is mentioned. SALES SUMMARY SHEET: This register maintains the record of the forecast sales and actual sales. It has separate columns for food. Beverage, total sales, no of covers sold and suggestion. This record is signed by the F & B Director.
LINEN ROOM: A book maintained to keep a record of the linen exchange of the outlet. The soiled linen is sorted, counted and made into bundles of 10 to facilitate quick linen exchange and its entry is made. MATERIAL REQUISITION BOOK: This book is maintained to acquire things like pens, pencils, coasters from the general store. FOOD REQUISITION BOOK: This book is maintained to acquire food stores such as jam, marmalade, sauces, mustard, sugar etc from the dry storage. INTER DEPARTMENTAL TRANSFER BOOK: This book is used to borrow certain items from another department/ outlet. THE FOOD & BEVERAGE DEPARTMENTS AT THE LEELA PALACE. The F & B departments at the hotel are: Jamavar Citrus Zen Library Bar Private Dinning Royal Club Banquets JAMAVAR
The history of the Jamavar stretches over six centuries, a boundary less handcrafted fabric that illustrates the art and culture of a bygone and opulent era. .A culinary tribute of fine Indian cuisine, uniting the north and south, to tantalize the palate and enliven the senses. Jamavar is named after the shawl produced by the fibers of the sheep in the north of India. The restaurant is designed with some fine Indian paintings, and artifacts, a unique feature is the Jamavar shall framed on the walls each costing on a range of 13 to 15 lakhs. The lighting and furniture all designed to give the Jamavar a fine dinning exquisite look. The Jamavar located at the lobby level can accommodate 110 guests, seating is also provided outside overlooking the gardens and water falls. The restaurant also features the Royal table, which can seat up to 10 guests; it may also be turned into a private dining room. The restaurant provides a specialized form of service, which is carried out by 4 captains, and 4 stewards, the department is headed by the assistant food and beverage manager. The Jamavar is opened for lunch and also in the evening for dinner on the weekdays and on Sunday for lunch, offering what they call the Bada Khana which comprises of a fixed vegetarian or la non vegetarian meal, offering an unlimited amount of kebabs, a main course and desert. This will cost Rs.680/- exclusive of taxes.
The Menu The menu offers wide variety succulent vegetarian and non-vegetarian kebabs, Seafood cooked in the Indian spices, biryani cooked and served in the traditional earthenware pot. The restaurant also offer's a fixed menu, consisting of starters, main course and a desert for a fixed price. The attraction of the menu is Salmon ke kabab, Murg methi malai, Lobster neeruli. The Cover The cover which consists of the table mat made of silk. The show plate and the cutlery made of EPNS made by Arun industries in Agra. The water goblets made of crystal, from a Swiss company called Scottswiezzle in Germany. The centre piece is called an Urali, which is a bronze bowl filled with water and a floating candle. Meaning of the name A weaving pattern originally woven with fibres drawn out of the underside of a mountain sheep. The French adapted the teardrop pattern developed in Kashmir and it took the name of the city where it was developed Paisley. Location To note Number of covers North wing at the Lobby level Dress code Smart casuals / Formals 110 Indoor 58 Outdoor 52 Cuisine Entertainment North Indian 60% and South Indian 40% Channel music Option for live performance has been provided.
Reservation policy
- Advised reservation of tables. - Reservation would be held up to 30 minutes after the time of booking.
Attractions of the menu Timings
Salmon ke Kebab, Murg Methi Malai, Lobster Neerulli Lunch 1200hrs to 1500hrs Dinner 1900 hrs to 2330 hrs
Concept
- Theme would focus on Indias finest culinary offers with maharaja style service. - Show-kitchen with tandoor and grill would focus on the visual aspect of food production. - The intricately designed Maharaja table overlooking the show kitchen would be the benchmark in traditional Indian hospitality. - The walls would be adorned with Jamavar shawls. - The menu would offer 60% North Indian and 40% South Indian food. - The restaurant would have an option of outdoor and indoor seating.
CITRUS: As the name portrays, the restaurant is a vibrant, colourful and youthful. The Citrus is an all day brassier with an attached bar, wood fired pizza oven and an open kitchen in the
restaurant. Citrus has a show kitchen inside the restaurant where guests would be able to see the chefs in action. The Citrus is located at the lobby level. It can accommodate 210 Guests, the inside has 100 covers and 110 seating is outside next to the waterfall and the greenery, which overlooks the poolside. The dining area offers a choice of pizzas, pastas, continental, Asian and local food. They offer a wide variety of cocktails, mock ails, wines and champagne they also have a variety of buffets. The Citrus is the only restaurant serving breakfast. They have a buffet and Ala Carte. The restaurant is open from 7.30 am to 10.30 am. The buffet is a large spread of Indian, continental and Japanese food. It also includes fresh and dry fruit, choice of cheeses, fresh fruit juices, cereals, breads, muffins, pastries, yogurts. The buffet cost Rs.450/- exclusive of tax per person. Their lunch buffet is another big spread of Indian and continental dishes. There is a big salad counter, desert counter that has over 15 different salads and deserts. The restaurant flexible to the guests by giving them the choice in having only salad, or only main course or only desert buffet. The Salad buffet costs Rs 370/- inclusive of tax The buffet costs Rs.560/- inclusive of tax The desert Buffet costs Rs. 420/- inclusive of tax. Their specialty seafood buffet is on Wednesday evenings. They offer a wide choice of the different shellfish like lobsters, oysters, Cray fish, crabs and shrimps. Japanese sushi, Californian rolls and salads. Being an open kitchen, the guests can choose, watch and dictate the way they would like seafood cooked. The buffet cost Rs.1500/- per person exclusive of tax.
The citrus have a special brunch and Champagne buffet on Sundays. Their buffet includes a barbecue's with a big variety of meats, shashlik, and steaks. Four different soups, a large salad bar, continental, India, Chinese and Japanese food and a special children's menu. All these are had with unlimited flow of champagne and domestic liqueur. They have a live band playing western music. The Sunday brunch buffet costs Rs.1020/- inclusive of 20% tax. The children's buffet cost 490/- inclusive of 20% tax. The Citrus have a Friday and Saturday barbeque. This is an American Specialty which features barbeque meats which are sold by weights. These meats like Beef Fillets, lobster, prawns, barbequed chicken, hamburger, are featured on a menu and are sold in a Ala carte style. Nights also feature live western music which is a attraction to a lot in many guest. Terrene Whisky, Jack Daniels is also featured in form of different and attractive cocktails. The staffs at the Citrus works on 3 shift basis, the morning, after noon and the night shift. The restaurant is managed by the assistant food and beverage manager and assisted 4 senior captain and 12 stewards and 2 restaurant hostess made reservations for the tables and escort the guest to the tables. All the food and beverage orders taken by the stewards on KOT are further entered into a touch screen computer which in inturn connected to the restaurant cashiers computer, and also to the printer located in the kitchen. The restaurant cashier raises the bills. The software used in the restaurants is called 'SHOWMIN'. The balance of the day sales is made at end of every shift. The night auditor at the front desk makes the total of the sales of the day.
ZEN
Meaning of the name: Zen is a way of life. The teachings of Buddhism, which started in India, traveled through South East Asia including China, Korea, Thailand and finally reached Japan. The food at Zen resembles this journey . Location: North wing at the Lobby level To note: Dress code Smart casuals / Formals Number of covers: 148 O-Level 30 Raised Dining-36
Mezzanine Floor-36 Bar 06 Garden Facing 28 Yakitori ( Satay) 06 Cuisine: Pan Asian Entertainment: Lounge and World Music Telephone extension: 1520/1523 Sushi Bar 06
Reservation policy: Advised reservation of tables. Reservation would be held up to 30 mins. After the time of booking Attractions of the menu: Live Teppanyaki (hot counter like open kitchen) Sushi, Yakitori and Noodle counters. Korean BBQ, Dim-Sums and Oriental Teas served ceremoniously. Thai, Chinese, Japanese and Korean cuisines.
Timings: Lunch 1200 hrs to 1500 hrs / Dinner 1900hrs to 2330 hrs Concept: Theme would focus on simple yet elegant setup. Live counters to give the guest a feeling of being at home and the food being cooked as per his preference. At the Korean BBQ (8+4+4) guests get to prepare the meal on their own. The interiors reflect light, space, symmetry, color and movement. The Menu has been designed on the concept of the five natural elements i.e. Earth, Water, Fire Wood and Metal. The restaurant would have an option of outdoor and indoor seating.
Special Chinese menu for lunch featuring varieties of Dim-Sum and hand picked rare Oriental Tea Food Presentations: Seafood Buffet Thursday - Rs. 2000 AI (Sushi, Dimsum, Seafood, Satay, Salad, Soup, Main course, Dessert Sunday Brunch - Rs. 2000 AI (Mangolean, Korean, Thai,Chinese, Japanese and Indian Sunday Brunch Kids - Rs. 1000
Library Bar
Meaning of the name: Symbolical to the old English lounge wherein the guests can relax in sheer luxury over their favorite martini and cigar. The bar displays a collection of valuable collectors books and antiques Location: Lobby level To note: - Guests below 20years would not be permitted into the restaurant. - Dress code Smart casuals / Formals Number of covers: 54 Bar counter 6 Seating 48
Entertainment: Channel music, Option for live performance has been provided Reservation policy: Not encouraged Attractions of the menu: International Martinis, Single Malts, Cigars Timings: 1100 hrs to 2330 hrs Concept: To market the place in terms of its ambience as a lounge meant for relaxation. An upbeat place for connoisseurs in Martinis & Cigars The bar provides an array of imported liquor, the selection comparable to the best in the world. Serves light snacks, which complement the selection of drinks
Functions of the Bar The bar opens at 11 am, The first shift opens the stock of the liquor by noting down the quantity in each bottle into a stock control register where a constant check is kept by the food and beverage controller, This is repeated at the end of the shift. The days sales are tallied with the computer and the KOT and then further sent for processing to the front office cashier. The food and beverage controllers do the indenting of liquors for all the bars at the Leela Palace. They keep a constant check on the liquor consumption and any discrepancies will be reported. Suppliers The management determines the terms and conditions to the suppliers. Suppliers for Local Liquors, Wines, Beers, Brandy, Mixers 1 Sapthagiri Enterprise LTD 2 Anupama Wines 3 Classic Distributor Suppliers for International Liquors, Wines, Beers, Brandy, Mixers 1 Brindco limited which is a Delhi based company. License CL6 A is the license acquired by the Leela palace, which allows the sale and consumption of all the outlets serving liquor, including banquets and room service. The Shift The Leela palace employees 6 Bartenders, and a Bar Manager, who look after the service of liquor, cocktails and so on., the Bartenders work on a three shift basis. The Bar Manager is responsible for the functioning of all the bars at the Hotel, The Citrus, Jamavar, Library Bar, Royal Club Lounge and the Asian Bistro
THE ROYAL CLUB
Location: 5Th Floor Number of covers: 22, Patio -12+12 Cuisine: Authentic contemporary French Cuisine. Entertainment: Channel Music Telephone extension: 1540 Reservation policy: Advised reservation of tables. Reservation would be held up to 30 minutes after the time of booking Timings: 0630 hrs to 1100 hrs and1845 to 2330 hrs BANQUET SPACE AT ROYAL CLUB
Seating Capacities Dimensio Area Theatr Venue Royal Club Board Room Pre-Function Total Nithya Roshni (Pre Set) Dhwani (Pre Set) 30x28 30x14 23X21 28x25 28x14 700 392 1092 840 420 390 70 25 16 16 12 12 30 40 12 12 30 16 04 16 n SqFt e Class Room U-Shape Board Room Recepti Banque on t Sit Down
PRIVATE DINNING
Private dinning is the round the clock service that is provided by the hotel for the in house guest. It is a specialized form of service allowing the guest to eat at the comfort in his room. Private dinning provides valet services; laundry services and in some cases carries out the work of the bellboy. Functions Carried Out By The Private Dinning Staff. Order Taking The Room Service Order Taker, who takes down the order of the guest and hands it over to the Captain, takes the order, The order is then entered into the POS system, with the room number, name of the guest time, waiter name, time of the order, The waiter who handles the order has to maintain a card for security, which will contain the time in and time out of stewards
which should be signed by the captain. A copy of the order is sent to the main kitchen, once the food is served to the guest, the steward must take the signature of the guest on the bill and the amount will be directly posted to his account. The steward depending on the order has to also take care of the clearance minimum of 20 min for coffee and tea clearance and for lunch or dinner a minimum of 30 min must be maintained. Mini Bar The replenishment and placement of the mini bar is done everyday during the morning shift, there must be a constant check on all the items placed in the mini bar. Any consumed items are ticked off on the mini bar checked by the guest, the bill is sent to the front office cashier for posting. The items placed in the mini bar: Miniatures of whisky, rum, vodka, coke, diet coke, sprite, cashew nuts, lays, chocolates and so on. The Turn down Service Before arrival of a guest or depending on the status the Private Dinning is responsible for: Placement of the fruit platter in each room. Cookies and chocolates on the side of the bed Valet Service and Butler Service: Butler service is the highly specialized form of service provided to all The Royal Club Members on request. It is a service, which can be called on 24 hours of the day. The guest can choose the butler he/she prefers. The butler carries out all the errands for the guest including; 1 Picking up the guest laundry
2 3 4 5 6 7
Shoe shinning Placement of news papers and magazines for the guest. Packing of bags To prepare cocktails Booking of tickets Answering telephone calls & taking messages.
Inventory It is one of the most important duties done by the department, in which the actual stock of the various items like crockery, cutlery, glassware etc is counted and compared with the standard stock and the breakage report is made to clarify and discrepancies.
BANQUETS
The Leela Palace is par excellence and features the finest in conferencing and banqueting facilities. Situated on one single floor the halls can seat from 20 to 500 persons. The banquets are perhaps the highest revenue earning department. When it comes to the service of food and beverage in a large number Leela takes the privilege of providing excellence in service, sate of the art banquet set ups, finest audio and visual equipment, and innovative menus, which makes the Leela Palace Bangalore the best in its banqueting facilities. Booking Procedure Banquet reservations are made at the banquet sales office located on the first level, they are responsible for the sale of the halls, up selling of the facilities, confirmation and negotiating prices. Before a booking is made the hall is checked for availability, if available the type of function the number of pax and the necessary details are noted down, an advance must be made for the confirmation of a hall, the guest may also discuss the menu with the banquet chef giving them a wider choice and personalized service Types of functions
The usual type of functions held are; 1 2 3 4 5 6 7 8 9 Wedding and wedding receptions. Conferences Seminars Board meetings Work shops Cocktail parties Theme parties Exhibitions Entertainment shows
10 Pool side barbecues 11 Interviews
Menu Rates The standard price of a menu on a per head basis is Rs.550/- exclusive of taxes, these prices will vary to about Rs.1500/- in accordance to the cuisine, the number of non vegetarian items, the type of service etc. The standard menu would include 2 3 varieties of salads 3 Assorted Indian breads 4 A rice dish 5 4 vegetarian dishes 6 2 non-vegetarian dishes 7 2 varieties of desserts 8 Papad / pickle / chutney 9 Curd items
The hotel also offers sliver service buffets, fork buffets, sit down buffets set up of live food counters etc. The hotel also offer diabetic as well as ayurvedic menus. Beverages The guest is allowed to bring their own liquor but is charged an amount of Rs. 200 as cordage this will very upon the brand and quantity of liquor. The beer, soft drinks and mixers will be provided by the hotel and will be charged according to the consumption. Audio Visual The Leela provides some of the best, and latest in audio visual aid. Charges will be according to the type of equipment, and time period. Some of the audio visual aid available is; 1 3 M OHP 2 OHP 3 Carousel Slide Projector 4 Extra Tray 5 Data Projector 640 6 Data Projector 800 480 600
7 SVGA/XGA/Lcd Data Projector 8 Extra Channel with Screen Video Projector 9 Video Projector 10 Data Player 11 Laser Disc Player 12 29" Colour T.V 13 21" Colour T.V. 14 VCR with 29" Colour T.V. 15 VCR with 21" Colour T.V.
16 CD Player 17 Beta Cam + B.V. Portable Recorder 18 Beta Cam Deck 19 U-Matic (Low Band/ High Band) 20 VCR Multi System 21 PA System/ Mixer/ Bose Speakers 22 Music System Set 23 Two In One 24 Cassette Player 25 VHS Cassette 26 Audio Cassette Audio Recorder 27 Audio Recording 28 Speaker with Amplifier, Mixer And Controller 29 Display Plasma 30 16 Channel Audio Mixer 31 DVD Player 32 LCD Player 33 Cordless Collar Mic 34 Extra Mic 35 Cordless Hand Mic 36 Podium Mic 37 Collar Mic Function Prospectus The banquet function prospectus contains all the details necessary for the function, conference etc. it is prepared by the sales department and clarified with the guest before confirmation of a hall. The FP will contain information regarding. 1 Name of the booking party. 2 Date and time of the function.
3 The number of people expected and the number guaranteed 4 The type of seating arrangements, the flower arrangements, the audio and 5 Visual equipment required 6 Billing procedure bill to company, cheque, credit card. 7 Menu, beverages, and the types and time of service. 8 Menu rate per person. 9 Nature and type of function. The copies of the FP are sent to all the departments of the hotel, front office, house keeping, security, engineering and maintenance, food and beverage production, food and beverage director, and General Manager. Tax Structure: Food: Alcoholic beverages: Non alcoholic beverages: 12.5 % 12.5 % Items 2 VAT 3 Total 12.5 %
CO-ORDINATING DEPARTMENTS
Kitchen: Garde Manger: To pick up cold preparations, e.g ..salads, galantines and pates, fresh juices Hot ranges & Grills : Hot food items such as steaks, chops, etc
Bakery : Still Room: Kitchen Stewarding:
To pick up breads, pastries, cookies etc To pick up beverages
This department primarily controls the storage, issues 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. Stores: The source from where the steward can pick up supplies of proprietary sauces, stationary etc House Keeping: This department is responsible for the cleanliness, maintenance and the aesthetic beauty of the restaurants. 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. b) Front Office Cashier: This is the central point where all the bills signed by hotel residents are collected and entered in the total bill.
Engineering: This department is responsible for the maintenance of all mechanical and electrical equipments in the restaurants. Also for controlling the air-conditioning and heating. Front Office:
The front office maintains a record of all guest staying in house, this department also coordinates all group movements & meal plans.
FOOD AND BEVERAGE PRODUCTION
The food preparation in professional cookery denotes preparation and cooking, it follows a flow patter, which commences with the purchasing, and selection, their handling, processing and the ultimate presentation of the dishes to the customer. The art of cooking is ancient; the first cook was a primitive man who put a hunk of meat close to the fire, which he had lit to keep himself warm. He discovered that the meat heated in this way was not only tasty but also must easier to masticate. From this moment from
unrecorded past, cooking has evolved to reach the present level of sophistication. CLASSES OF PROFESSIONAL COOKERY There are three classes of professional cookery associated with the craftsman and they are graded according to the quality of materials used; 1. Cuisine Simple 2. Cuisine Bourgeoisie 3. Cuisine Haute Cuisine Simple: Here the basic necessities are used and the craftsman standard possible with the minimum number of materials. Cuisine Bourgoise: These types of cookery better materials and in the hands of the craftsmen these materials produce more complicate dishes of a better quality. Cuisine Haute Here the best possible materials are used; the craftsmen use these materials to their best advantage and produce dishes of the best quality. For professional cookery this class if popular. HIERARCHY EXECUTIVE CHEF
these produce of the highest
Sr. SOUS CHEF Jr. SOUS CHEF CHEF DE PARTIE KITCHEN EXECUTIVE TRAINEES COMMIS I COMMIS II COMMIS III APPRENTICES SUB-SECTION OF THE FOOD & BEVERAGE PRODUCTION DEPARTMENTS THE MAIN KITCHEN The main kitchen is located on the lobby level. It is the nerve centre of the food production unit. The main kitchen is further divided into four sections, which are The Indian Section The Indian Kitchen is divided into 2 sections The South and North Indian. The North Indian section prepares the different gravies, biryanies, pulaos, kurmas, kababs, roties, nans and parathas. They also prepare the Indian dishes for the lunch buffet. The South Indian Section The South Indian Section prepares the breakfast such as dosas, idlies, for the Citrus and room service. Each day a variety of dishes are prepared according to the menu for the lunch buffet. Continental Section
This sections takes all the orders from the restaurant Citrusas well as Room service. It is one of the busiest sections, responsible for all the dishes for the buffet. They also manage the display kitchen and wood fired oven at the Citrus. The display kitchen at the Citrus prepares the continental breakfast, meat and sea food barbecues and sandwiches. The continental kitchen supplies the soups, snacks and sometimes main course dishes to the banquet kitchen. Oriental Section This kitchen is responsible for the preparation of all Thai, Japanese and Chinese cuisine for the Citrus, Private dining, and the Library bar. All the ingredients are imported from Thailand, Japan. They prepare a variety of Thai and Japanese starters and dishes like sushi, Kim pop, Californian roll, and prawn packets. The citrus kitchen prepares the pack order for Private Dining for this there is a separate set of menu. Garde Manger or the Larder Room The larder room is the most spectacular and busiest section as there are responsible for all the salads, breakfasts, and hors=d' oeuvre for the buffets, barbecues and room service. The kitchen is situated slightly away from the main operations, to maintain temperature controls. The larder room is responsible: 1 2 3 4 5 6 To check quality and quantity of all the goods delivered from the Grade That all the food stuffs are stored at the required temperatures. Portion control To avoid keeping excess stock of ingredients. To maintain the highest possible standard of hygiene. To prevent any deterioration of food. Manager.
BANQUET KITCHEN
The banquet kitchen is located on the banquet floor; it is divided into 2 sections located on each wing of the hotel. The kitchen in the west wing prepares the Indian sweets, snacks and Indian salads etc. the kitchen may also use for food preparation for larger functions. The kitchen in the north wing is responsible for the preparation of all the items for the banquet functions. Which include a variety of gravies, tandoori items, and biryani The banquet kitchen is looked after the by the chef de banquet, who is responsible for organizing the service, co ordination with the chef de Partie numbers of arrivals of various dishes to the service area, he further arranges to what point the dishes are finished and to make the necessary arrangements to carry out the completion at the service point. The banquet kitchen has to co ordinate with the continental, Garde manager, bakery, butchery, and the oriental kitchens for their requirements. He also assists the guests in setting menus. The dishes selected should be such that it will not require last minute dressing. The menu is elaborate and of high class quality. Indenting of ingredients is done in accordance to the bookings for the day. JAMAVAR KITCHEN The kitchen is located adjoining to the Jamavar restaurant at the lobby level. This is the specialty Indian restaurant at the Leela Palace. The kitchen is specialized in preparation of authentic north and south Indian food. unparalleled kebabs, and the pot biryani. The kitchen may further divide into 3 sections. The Tandoor Section The tan door is present in the open kitchen of the restaurant for the guests to see the tandoori at work. There are 2 tandoor ovens, and are used for kebabs and roties. There are three chefs who take care of the Tandoor. The Curry Section
Jamavar has earned its name for its rich gravies,
This section of the kitchen is responsible for the preparation of all the gravies, biriyani and snacks for the restaurant; the section is manned by well experienced chefs. The Pantry Is responsible for all the desserts, salads and accompaniments. This is looked after by a single chef. THE BAKERY AND CONFECTIONERY. The hotel has a separate and very sophisticated bakery which indigenously prepares all the chocolates, cookies, breads, pastries, desserts, and cakes that are sold in the espresso bar. Beside this they also supply desserts, pastries and breads, for the buffets at citrus and the banquet department. The pastry cook has a different status but certainly not less than any other chef at the hotel, their work is specialized, and responsible for the special display work, and supply to the main kitchen different pastries. The bakery can be further sub divided into the 1 2 3 Bakery This section is responsible for the preparation all breads, buns, bagels, French breads, pizza bases, soup sticks, dinner rolls, bran breads, etc. The bakery is well equipped with 5 storied ovens, which can up to a large capacity. The ovens are thermostatically controlled the basic preparation of bread is during the night shift. Some of the pastry dough's prepared 1 Short pastry/ sweet short pastry 2 Puff pastry 3 Danish pastry
Bakery Pastry section Chocolate room.
4 Choux pastry Pastry Section The work of this section is normally separated from the bakery and is self contained in the matter of cold storage the function is to prepare hot and cold desserts for lunches and dinners at the buffets at citrus, the espresso bar and at the banquets. The art of pastry includes work like colored sugar to make decorative centre pieces, fashioning of praline to make decorative objects, work with fondants and icing sugar.
Pastry mis en place In common with the larder and kitchen departments, the successful running of the pastry depends on the adequate mis en place. The following list is the most essential pastry preparations. For the easy preparation on gateaux, trifles, tartlets etc, these are available and kept in the refrigerator but, not at freezing point become difficult to manipulate if frozen. Creams-, butter cream, frangipani, ream patisseries, creamed rice, 1 Pancake batter 2 Coyotes of fruits 3 Genoese 4 Swiss rolls 5 Finger biscuits 6 Meringue
The Chocolate Room
The chocolate room is an air conditioned room located slightly away from the bakery and confectionery. It is where all the chocolates are prepared for the private dinning and they are also sold lat the espresso bar. The preparation of chocolates requires a lot of skill and patience. Duties And Responsibilities Morning shift: Pick up stores and store them at the required placec. Prepare cakes, desserts, savoury, pies etc for different outlets. Handles orders for ice cream, rolls etc Prepare desserts for Banquet functions Prepare fresh rolls for use during lunch
Afternoon shift: Takes handover from shift for any balance of stores Prepare various types of cookies (chocolate chip cookies, vanilla cookies etc) and breads such as hard bread, vienna bread, burly bread etc Prepare sponge cakes, pastry sheets, pralines Handles orders for cakes, desserts Prepare desserts and savoury pies for evening in restaurants
Night Shift: The basic duty of the shift is to prepare various breakfast rolls for the morning It also does cleaning of the bakery equipments.
BUTCHERY The butchery is located on the 1 level of the hotel, it is responsible for the supply of meat, chicken, fish and sea food to all the different kitchens of the hotel., the butchery is, an air conditioned room with a large cold room and a deep freeze for the storage. The butchery is further sub divided into 1 2 Meat section Sea food section
Work process in the Butchery 3 4 5 They are responsible for supplying the various cuts of meat, chicken and fish. Cuts of bones of chicken, beef and mutton for the preparation of stocks. After the products are cut they are then put into butchery bags and labelled to identify with the cut of meat, and the quantity and the type of product. 6 7 Packing is done in packs of 5 Kgs. 3 Kgs and 2 Kgs. The fresh meat brought in by the suppliers are packed and placed in the deep freeze and used offer the next day's requirements. 8 9 The production of the day is noted down against the date in the product book. All the requisitions made have to be noted down in to a register which contain the time, the name of the department, the type of and the quantity of meat, and signature of the person picking up the requisition. 10 The indent for the meat is made one day in advance as per the requirement.
Equipments Various modern day equipment's are used in the butchery. 1 Rotatin blade 2 Saw 3 Mincing machine
4 Chopping machine 5 Poly vinyl topped tables 6 Choppers 7 Sterilized drawers for knives 8 Cutting boards 9 Walk in cold rooms 10 Deep freeze 11 Plastic and steel containers. Staffing The butchery section is headed by 1 sous chef, 1 CDP, 3 commis.The butchery sections is opened from 7.00am to 7 pm in the evening. Vegetable Preparation This section provides all the types of vegetables and fruits to all the departments in the hotel. All the fresh vegetables are kept below the old stock. Everyday day a function slip is provided to the veg. prep giving them the details of coming up function. The fruits and vegetables are ordered based on the requirement on the function slip. The English vegetables like Asparagus Broccoli are supplied by EXOTICA. The fruits are all supplied by Sardar Babu and co. All the vegetables and fruits are collected in the receiving area .All this is checked for quality and quantity in supervision of the receiving department and the cdp of the veg prep. After they are checked for their quality they are sent to the veg prep where they are stacked in racks. Staffin The vegetable preparation has got 1 CDP, 1 Commie, 1Trainee INTER DEPARTTMENTAL RELATIONSHIP
F & B Outlets: The outlets sells what kitchen provides the intimate relationship makes the earning and maximization objective of the F & B department a reality. Kitchen Stewarding: Stewarding serves the kitchen in cleaning of kitchen areas thus ensuring proper hygienic standards. Cleaning kitchen utensils. Housekeeping: For uniforms
HOUSE KEEPING
The house keeping department in the hotel is responsible for the cleanliness, maintenance and aesthetic upkeep of the entire property from the entrance area to the basement of the hotel. The prosperity of the hotel is on giving it a continues patronage not only because of its attractive advertisements and expensive dcor. It is the care shown in looking after the smallest detail of cleanliness, promptness of service and cheerful staff which remains as a memory of a fine hotel and which ensures its flourishing business. Hierarchy
Executive Housekeeper
Assistant Housekeeper
Desk House keeper
Floor Supervisor
Florist
Public area Supervisor
Linen Laundry Supervisor
Room boys
Cleaners
Tailors/Uniform Attendants
JOB DESCRIPTIONS EXECUTIVE HOUSE KEEPER Title Reports To : Executive House Keeper : General Manager
Area of activity : House keeping department Duties and responsibilities; The executive house keeper is responsible for the upkeep of the guest rooms, public area and the back area of the hotel. This person must work thoroughly through others to get the work done. Each house men must be thoroughly trained in cleaning techniques. The executive house keeper is responsible for maintaining and controlling the endless. Inventory which includes linen, soap, guest amenities the executive house keeper like must keep abreast of new ideas and techniques through trade journals and containing education courses. The main areas of responsibilities of the Executive Housekeeper are: To take charge of the careful selection of the team of workers, their training and supervision and at all levels To sets standards for cleaning of room, public area, lobby area etc. To formulate the training procedures and work schedule. To maintains a cordial relationship with all the other departments without letting the efficiency of the department going down.
To keep the departments expenses within budget. Careful selection of material. Their storage and economical use by her and the team are essential. To plan the timely replacement of heavy equipments, carpets, upholstered linen. To attend to guest complains and requests promptly and take note of the quality standards rendered to them. To attend the departmental meetings on a regular basis. To translates the management policies to all the staff working in the department and to maintain an effective communication flow both upwards and downwards. Also has to work in coordination with the Front Office manager and the Managers of all the other departments FLOOR SUPERVISOR Title Reports To : Floor Supervisor : Assistant House Keeper
Area Of Activity : Hotel floors assigned during the shift Duties and responsibilities : To make note off and keep a personal check on the expected departures, vacant, VIP rooms, cleaned by night boys. To review the log entries and to note down the jobs, that need following up. To sign against any specific instructions left by the executive house keeper To give briefing and allotting work to the room boys each day. Programs the closing schedule for room boys.
To supervise the work done by the room boys and to check every room which has been made ready To check the status of every guest room in the allotted area and to fill the occupancy report accordingly. To oversee maintenance / repair work, if any red slip falls within the allotted area. To update the log book on jobs competed and pending jobs with reasons of delay ROOM BOY Title Reports to : Room Boy : Floor Supervisor
Area of activity : Hotel guest Rooms Duties and responsibility: The room boy is in charge of through cleaning of guest rooms, attached bathroom, corridors, staircases, pantry, public area, comprising of the restaurants, swimming pool, health club, cloak rooms, executive offices, and banquets as per the instructions explained by the house keeper. The job includes dusting and vacuuming carpets, furniture, furnishing, fittings and also cleaning of floor areas. To ensure that the plumbing and electrical fitting are in working condition, and to report any leakages or fuses to the housekeeper. HOUSE KEEPING DEPARTMENT & DIVISIONS The housekeeping department can be divided into various sub divisions. These divisions are : Floors
Public Area Linen and uniform room The Laundry The florist The house keeping control desk FLOORS There are 4 room boys assigned to each floor. It is their duty to clean up all the rooms, the veranda, corridors, pantry and the staircases. The pantry stores all clean room linen, guest linen, other amenities and magazines. The room boy must take an account off all the soiled linen before bundling them and throwing them down the shoot.
Priority basis of cleaning rooms; Guest request VIP expected VIP resident Front office request Departure rooms Expected arrival Occupied room Vacant rooms
Guest Room Cleaning: No feature or other service provided by the guest will impress a guest more than that of a spotlessly cleaned and comfortable guest room. There are 4 room boys allotted to each floor, before the cleaning takes place, the trolley is arranged for the shift, the trolley will contain; Soap bars Cleaning agents News papers DND cards Laundry slips Amenities provided at each Guest room : SL. No. Room Amenities Telephone Directory Ash Tray & Matchbox 04 05 06 Breakfast Card Room Service Menu Television 1 1 1 1 1 1 2 1 2 Deluxe Rooms 3 1 3 Conservatory Rooms 3 1 3 Executive Suite 4 1 4 Shoe Shine slips Dental kit Hotel agents Buckets and brushes
01 02 03
07 08 09 10 11 12
Mini Bar Laundry Bags Laundry Basket Shoe Basket Drinking Glasses Stationery Kit
1 1 1 1 2 1
1 1 1 1 2 1
1 1 1 1 2 1
Amenities provided at each Guest Bathroom : SL. No. Room Amenities 01 02 03 04 05 06 07 Bath Towels Bath Mats Hand Towels Face Towels Dental Kit Gargling Glass Tissue Box Deluxe Rooms 3 1 2 3 1 1 1 Conservatory Rooms 3 1 2 3 1 1 1 Executive Suite 3 1 2 3 1 1 1
08 09 10
Shower Cap Soap Shampoo / Bath Gel
1 3 1
1 3 1
1 3 1
11 12
Lotion Cotton balls (pkt)
1 1
1 1
1 1
General Sequence for cleaning a Guest Room Step 1 : Enter the Guest Room Guest room cleaning begins the movement the room attendant approaches the guest room door. If the door has a DND sign do not knock or ring the bell. Also be sure that the room is not double locked if so return later. Step 2 : Begin Cleaning Room attendant begin their cleaning by arriving at the guest room. Turn on all the lights to check for fused lights .Draw back the draperies and check the cords and hooks for any damage. Check air conditioner and heater and make sure they are functioning fine. Take a good look at the room and look for damage. Remove and replace dirty ashtrays and dustbins. Arrange the magazines and newspaper in order. Step 3 : Making the bed
Bed making is an important procedure to be done in an occupied room .It is also advised to do a bed in a occupied rooms so that even if the guest walks in the room gives a neat appearance. The following point must be noted while making a bed: Strip the bed. Check the mattress pad for stains and damage. Center the bottom sheet on the mattress so that equal amount of sheet hangs Over each side of the bed. Miter the bottom sheet at the upper left corner of the bed. Miter the bottom sheet at the lower left corner of the bed. Tuck in bottom sheet along the left side of the bed. Place top sheet on bed, wrong side up. Place blanket on top of the sheet. At the head of the bed, turn the top sheet over the blanket about 6-8 inches. Miter the top sheet and the blanket at the lower left corner of the bed. Tuck in the top sheet and the blanket along the left side of the bed. Walk to the other side of the bed. Follow the same procedure as done for the bottom part. Center the bed spread. Make sure the seems and patters of the spread are straight. Fold the bedspread down from the head, leaving enough room to cover the pillows. Slip the case over the pillow. Place the pillows at the head of the bed and bring the bed spread over them.
Tuck the bed spreads beneath the pillows. Remove any wrinkles from the bed by hand. Step 4 : Dusting Begin dusting always with the highest surface so that the dust doesnt fall on the items that are already clean. As a general rule the following items should be dusted picture frame, mirrors, headboards, lamps, shades, bulbs besides table, telephones, television, chairs, etc. The mirror should be cleaned using a glass cleaner. Step 5 : Cleaning the Bathroom A clean bathroom is far important is far important than its importance. Health and safety conditions should be taken by the room attendant when scrubbing, rinsing and drying bathrooms. The bathroom is cleaned in the following sequences: Shower area, vanity, and sink, toilet walls and fixtures and floors. Cleaning times usually consists of an approved all purpose cleaner for bathroom surfaces, cloth and sponges, glass cleaner ,rubber gloves, towels, wash cloths. Step 6 :Vacuuming Before vacuuming, loosen dirt around base boards with broom so it is easier to pick up. Run the vacuum over all the exposed areas of the carpet that can be reached including under the tables, chairs etc. Vacuuming should be started at the farthest end of a room and vacuumed backwards Step 7 : Inspection The final check is a critical step in a guest room cleaning. After reloading the vacuum and cleaning supplies on the trolley, the room should be looked from the guests point of view. Stat at one point of the room and the room trail eyes in a circular fashion from one corner to the
next. By doing, sometimes may be discovered which was overlooked and difficult to spot on the first cleaning. Spray air freshener if needed. Lastly close the door turning all the lights. PUBLIC AREAS The public area at the Leela Includes; Lobby area Lounge and porch area Restaurant Banquet halls Swimming pool Executive Offices Business center Corridors Terraces Rest rooms Staircases Back area of the hotel LOBBY AREA Periodic cleaning of ashtrays. Re arrange the furniture and the cushions on a regularly when out of place. Weekly shining of the brass center pieces.
Daily brassoing of the door handles. Vacuuming of the carpets in the night shift, And brushing them as and when dirty. Door glasses must be cleaned as whenever smudged with fingerprints. Periodic cleaning of the house phones. Dusting of the furniture. Cleaning of the porch area, by sweeping and mopping. CLOAK ROOMS There are rest room located on two floor of the hotel, on the ground floor and the on the banquet floor. The mirror must be wiped dry of water droplets. The water closets flushed and wiped dry. The napkins to be folded and arranged neatly. Tissues to placed. The plumbing and the electrical gadgets must be in working conditions. The rest room at any time of the day must smell fresh and all the guest supplies must by available at all times. The floors must be polished on a weekly basis.
BANQUET HALLS The cleaning of these areas is a per schedule of their actual functioning
The carpets must be vacuumed as per the requirement and the business. The furniture must be well polished. The centerpieces at the corridors must be done during the night shift. Polishing of the door handles must be done daily. Shampooing of the carpets must be done during the night shifts. The lighting and air conditioners must be kept constant check. SWIMMING POOL / SPA / GYMNASIUM The swimming pool must be cleaning every morning by 6.00 am. The area around the pool and the furniture around must be dusted and rearranged on regular intervals. The gymnasium must be vacuumed, dusted, and rearranged on regular intervals. The drinking water placed at the gym must be replenished regularly. LINEN AND UNIFORM ROOM The linen room plays a very important role in the functioning of the fibers of hotel Linen is a generic term used for the fabric manufactured from the fibers of a flux plant. It is a very expensive commodity and requires great care while handling. The hotel must maintain a par stock of linen for all the departments, which will add up to, a large number. It is for the linen room we have well arranged shells with heavier linen placed on the lower shelves and lighter linen on the top shelves. Proper arrangements must be made for work tables with seating location for seamstress, place for segregation of linen, trolleys and proper storage place for miscellaneous items. The linen room supervisor is responsible for the linen and uniform room. A computerized system is used to keep track of the stock to avoid pilferage. Linen & Uniform at the Leela Palace Bangalore
The linen room at the Leela Palace is located next to the laundry. This room is divided into the following section sections to store linen for rooms, F & B, uniforms. Room Linen: The room linen consists of Bed sheets king size and single Duvet covers Towels Hand / Face / Bath Bath robes Procedures for linen control rooms: The linen is replenished during the second shift. A count is taken against the existing quantity of linen in the pantry and is compared with the required amount to be maintained for each item. The room boys fill out a requisition from for the difference. The Linen room supervisor then signs this requisition and replaces the linen at each pantry. Food and Beverage Linen: All the F & B outlets which include the restaurants and banquets depend heavily on the linen room for fresh linen to be supplied on time each outlet is given an allotted time to collect their linen. The linen used is as follows : Table cloths Salver mats Table frills Kettle warmers Dusters / wiping clothes
Duvet sheets Pillow covers Bath mats
Napkins Doilies Table mats Service clothes
Method of keeping control of F & B linen is as follows: The soiled linen is brought in from the various F & B outlets at a time specified for each Outlet. The linen is counted and fresh linen is given in exchange for the soiled linen. No excess linen is given, this helps is avoiding and discrepancies Uniforms; The linen and uniform room is responsible for maintaining uniforms given to staff at all levels. The linen room attendants arrange the uniforms on hangers once received from the laundry. The employees are not allowed to carry their uniforms outside the hotel. Each staff gives their soiled uniforms to the linen department and fresh set is collected on exchange. Each staff depending on the job are given the following number of uniforms: Items Men / Women Shirts Trousers Waistcoats Kitchen coats Blazers Shoes Men Tie 3 Numbers 3 3 3 3 3 2 1 Pair 1
Women Sarees Blouses Salwar Kameez
3 3 3
In addition to the uniforms the following items are also laundered and provided to all staff against soiled linen : Aprons Scarfs Towels Bed sheets Pillow coves LAUNDRY The housekeeping department and laundry work very closely together. This relationship is important for every department in the hotel to function smoothly. The laundry id responsible to provide clean and hygiene laundry. The Leela Palace Bangalore can boast of having the largest laundry in Bangalore equipped with the latest automatic American and Italian washing machines, dryers, dry cleaning machines, labeling machines, calendar machines, shirt press, dummy press, All the chemicals such as detergent, builder, starch, softener, spots and stains are manufactured by john Pro an American product. The formulas are confidential are known only to 2 employees in the laundry.
ORGANIZATIONAL STRUCTURE OF THE LAUNDRY;

LAUNDRY MANAGER LAUNDRY SUPERVISOR PRESSMEN / MACHINE OPERATORS Procedures followed by the Laundry department at Leela Palace Bangalore. The soiled linen that is brought in by the Linen and Uniform room, is sorted by item, and further stored on color and laundered separately and pressed. The butlers bring in the guest linen, this is checked by the Laundry Supervisor and tallied against the laundry slip. The slips are entered into the guest laundry register and then passed to the Laundry Manager, to process the billing. There is a computerized system is in place for billing. A hard copy is maintained, and acknowledged by the guest on receipt of his linen this is forwarded to the front office cashier. The linen brought in before 9.00 am is delivered the same evening. Linen brought in after 9.00 am is delivered the following morning. The separate machines are used for guest linen. Process followed for washing linen : wetting out addition of detergents washing rinsing drying ironing
FLORISTS
There is a specific room allotted for the Florist. It is situated next to the Executive House Keepers office. There are 3 florists in charge of all the arrangements to be placed in the public areas, like the lobby, Reception, Business center, Citrus Restaurant, the Library Bar, Banquet Halls, Guest Rooms, The flowers are indented by the Executive House keeper, The florists have been trained in Ikebana arrangements, and continental style of flower and fruit and vegetable arrangements. The Leela has also won many awards for their exquisite arrangements.
THE HOUSEKEEPING DESK The housekeeping desk is the nerve center of the housekeeping department, It is the center of communication for all the department especially to the front office department, and also where all the functions, plans and daily duties are distributed to the staff. At the beginning of the shift the log book is read and a status of the days room position is made and accordingly work is allotted to the hose men. All the house men have to report to the control desk and collect their pagers. After the allotment of work the key cards are handed over. And all the staff is requested to read the notice boards at the control desk before proceeding to work. To keep them updated with all happening of the hotel. After the shift the room boys have t make a hand over at the control desk, hand over the pagers and leave the for the day. The desk house keeper keeps a constant check on the room status and informs the floor supervisors on departure, or request. All the lost and found items are bought to the desk, a special register is maintained which contains all the details regarding the item found for example the name of the person who found the item, where it was found, description of the article and so on. The articles are placed under lock and key. The desk also handles the entire guest request including the guest complaints.
Departments Housekeeping co-ordinates with
Front Office : Occupancy forecast Night report The status of each room and the percentage of occupancy and the category of the room Daily VIP arrivals and the VIP in house guest list. The daily anticipated departure list. Group rooming list. Room changes Daily arrival list. The house keeping department must communicate the house keeping status in an accurate orderly and speedy manner. Co ordination with food and Beverage Service. Linen requires Details of the function Flower requirements Cleaning timings Special requests
Personnel House Keeping co-ordinates with the personnel department for the recruitment of house keeping staff, salary administration, indiscipline, grievance procedure, identify cards for staff, induction locker facilities, transfer, promotions and exit formalities. Purchase The purchase department procures out of the stock items of the house keeping such as guest supplies kept in rooms, stationary, linen of various types ,detergents etc. Engineering On of the most important functions of house keeping is the maintenance aspect of the hotel for the repair of furniture, Fixtures and facilities in working order, House keeping would also hand over rooms to engineering for major repairs or renovation. Laundry The responsibility of laundry to house keeping is two-fold 1. Two wash and dry clean the staff uniforms to a very high standard to cleanliness. 2. To supply clean uniform and Lenin to house keeping on time. Security The guest room is a private place and hotel goes to great lengths to ensure guest privacy and security. Stores Large hotels have a house keeping store that stocks keeping supplies independently. Smaller hotels may stock them in the general store except for linen which should be issued to the house keeping department .The coordination with store would ensure the availability of day to day requirements of the house keeping department
ADMINISTRATIVE DEPARTMENTS
FINANCE AND ACCOUNTS Accounts department is a department, which control all the financial aspects, transaction and calculation of particular hotel establishment. Accounting is charged with two quite different duties, account receivable and financial reporting and control. The account department generally calculates the profit earned through sales and also controls all the payments of the staff and other supplies that supply food material and other miscellaneous commodities. The hotel maintains the uniform system of accounting. The general manager is responsible for the accounting and budget. Each department recommends their department budget to the chief accountant who will analyze the same and has it approved by the general manager who will have the budget approved by the executive directors. The performance evaluation of the budget is done on monthly basis by the departments and by accounts department. Monthly profit and loss and other statements are submitted to the executive directors in the 3 week of the following month. The audit department submits periodic reports to the general manager. The unit finance controller heads the hotels accounts and finance department.
FUNCTION OF THE DEPARTMENT As this department decides the profitability of organization, the functions of this department are as followed: Auditing day to day sales and make final accounts and preparation of balance sheet for the knowledge of exact assets and liabilities and profit or loss at the financial year end Prepare room sales summery Prepare balance sheet, profit and loss accounts To work as per the budget fixed and disperse money for the purchase of items for the hotel To keep track of the payment to the suppliers Account finalization at the end of the month Complication of reports regarding the food and beverage costing and controlling Maintaining the daily sales summary of liquor in the hotels Check pilferage in the department Preparation of a cash slip for the staff and issue cheque
FORMS AND FORMAT USED Petty cash book Cash summary reports
Company discount, sales summary sheets Daily sales report Guest weekly bill Allowance reports Ledger, debit ledger, credit ledger, general ledger Cashier daily summary sheet Visitors tabular ledger Variance report
HIERARCHY OF THE ACCOUNT DEPARTMENT UNIT FINANCE CONTROLLER
ACCOUNTS MANAGER
ACCOUNTANT
CASHIER
PURCHASE DEPARTMENT Purchase is defined as the function concerned with selection, purchase, receiving, and storage of commodities requires by an establishment. This department is mainly concerned with the placing of purchasing of food for the establishment. The various department and stores place their purchase indent to the purchase department. Various departments use this purchase indent where as the stores place order on the material requisition. Purchasing has a direct influence on food cost and cost of service. Food cost forms the major portion of the total cost in the selling price of a product. Purchasing therefore is a very important and challenging function for an organization, if the growing competition in the business is to be met with the success. Therefore an effective purchasing organization equipped with information and experienced, knowledgeable person for effective purchasing is necessary. Purchasing function is full of risk and very often rash purchases are made at prohibitive cost and in excess of requirement, which could into absolute stock. Proper analysis of risk and its impact on operation must be done to workout strategy, for effective purchasing function. Purchasing affect the working capital and cash flow. Purchasing includes the process of buying, learning if
needs, locating, and selecting best supplier, negotiating the best price and other related terms to ensure delivery on time.
SYSTEM AND PROCEDURE To perform the function effectively the purchase department follows the following procedures: Receiving purchase requisition Exploring the source of supply and closing supply Receiving and inspecting material Analyzing each purchase specification to determine the ingredients and material specified therein are actually required and if more economical material could be substituted. Selecting a proper supplier, taking into consideration the factors that make a good supplier. Obtaining material in the required quantity at least at the lowest cost at the proper time and in quantities that support production. Keeping inventory investment as low as possible. Work with supplier and potential suppliers in search of new material and improvement in methods and technique.
ESSENTIAL REQUISITES OF ECONOMIC AND EFFECTIVE PURCHASING FUNCTION ARE: A QUALIFIED PURCHASER Quantity buying for catering industry is a highly compels and specialized function. The buyer must thoroughly know the market in which he deals, how it operates, and how is it regulated. The purchaser must have the ability to diagnose the factors that influence the market conditions and the supply and the demand interaction, to be able to plan his purchase more systematically and effectively.
STANDARS YIELD It is the net weight or volume of finished product that is ready to eat food which is expected to be ready for sale to the guest, out of given quantities and quantities of ingredients, after having processed the same in the particular standard method of preparation. YIELD TESTING Different ingredients have different characteristics to contribute independently or in combination with other ingredients, differently to the final product. Yield testing is therefore necessary to discover the properties and characteristics or ability in each ingredient in its different varieties and quality, size, shape and form, to contribute
independently or together with other ingredients in the standard formula called Standard Recipe, towards the quality, volume and cost of a final product.
STANDARD PURCHASE SPECIFICATION The standard purchase specification is concise description of the quality, size, weight, brand, make type or count, etc that would ensure supply of ingredients of desired specification in a given recipe for food production.
PURCHASE CONTROL To ensure effecting control over purchasing, certain factors are taken into consideration. Only the authorized person i.e. the purchase manager sanction orders for purchase of ingredient and materials. Purchase are not made without proper sanction, expect which are urgently required. Each department is supplied with purchase requisition book.
FORMS AND FORMATS Indent forms Suppliers list
Standard purchase specification form Purchasing agent market quotation list etc HIERARCHY PURCHASE MANAGER ASSISTANTS HELPERS
EFFECTIVE PURCHASING METHODS Hand-mouth purchasing Market purchasing Purchasing by requirements Schedule purchasing Seasonal purchasing Tender purchasing
RECEIVING Receiving is change of ownership of goods from a supplier to a purchaser.
The transaction normally takes place at the back door or at the dock of food service operation. The receiver must take care to ensure that all goods listed on the invoice, or document that is sent with the food and suppliers are accountable for, and the all quantities price and description of the good shipped are accurate.
Once the food production have been ordered for supply, their handling at the time of delivery represents the process of receiving. A number of precautions are necessary at this stage to ensure that the food is not damaged or discarded because of careless handling, spillage, cross communication and incorrect weight or volumes it is always beneficial to set up a procedure to be followed by those who involved in the receipt of goods.
Also delivers of various orders come at various time and each category of food required separate treatment before it is accepted for stage. The delivery note a checked with a copy of the order placed. Counts, weights or volumes are checked to tally with the amount of various items on the delivery note. Time qualities of all the ingredients are checked with the specifications given to the supplier. Any unacceptable item should be returned with the person bringing the delivery.
Any discrepancies noticed should be indicates on the copy of the delivery note signed to notify to the supplier. when the delivery note is signed the materials that are delivered have been accepted. In case any damaged item is noticed after the delivery the supplier is notified by telephone. This is followed by a written request to replace the faulty item.
FUNCTION To receive required good To check the incoming good for quantity and quality To arrange proper storage of incoming good To handle administrative duties regarding receiving of good
FORMS & FORMATS USED DAILY RECEIVING REPORT The daily receiving report in by the receiving clerk for all raw materials received after checking the quality and quantity in the purchase order and sends the goods to stores and obtained necessary acknowledgement on the daily receiving report. PURCHASE ORDER All the groceries and some maintenance items are purchased through the purchase order. When receiving the items (goods) all the goods are check against the purchase order.
Purchase order made in 3 copies. First copy goes to the supplier, the second copy goes to the accounts department and the third copy is the book copy. GOOD RECEIVED NOTE (GRN) All the non-food items are entered in this report it included equipments, capital items. 4 copies are made. ENGINEERING, MAINTENANCE & FACILITIES The engineering and maintenance department also forms a major part in the smooth operation of a hotel. This department is responsible for the maintenance work in the hotel. This includes, power, water, fuel etc. the housekeeping and engineering are in close co-ordination with each other.
CHIEF ENGINEERING
EXECUTIVE ENGINEERING
ENGINEERING SUPERVISOR 1ST
ENGINEERING SUPERVISOR 2ND
ENGINEERING SUPERVISOR 3RD
ENGINEERING SUPERVISOR 4TH
ELECTRICIANS
PLUMBERS
TECHNICIANS
PAINTERS
FILTERS
FUNCTION OF ENGINEERING DEPARTMENT
Engineering and maintenance works of the hotel. Follow up job orders of the housekeeping. Regular cleaning and checking of heavy equipments. Responsible for power, water, boiler, central a/c, t.v. and fuel Purchasing of required equipments of the hotel Take power reading
TASK
Preventive maintenance of all equipments
The main task of maintenance is to ensure available and reliability and safety ( safe operations) of the machines at minimum cost. This indicates that the word maintenance includes the action necessary for keeping the entire production system in order. However the number of breakdowns, more the availability of production facilities. The more availability of production facilities, more efficiently the organization may function.
PREVENTIVE MAINTENANCE The frequency and severity of breakdown can be minimized if preventive measured like cleaning, oiling, greasing and overhauling of equipment are undertaken periodically. Thus preventive maintenance measures are vital for the efficient running of the organization. Preventive maintenance costs money. Therefore, it is necessary to strike a balance between preventive maintenance and corrective ( repair) maintenance, which are taken up only after the occurrence of the breakdown of equipment. CORRECTIVE MAINTENANCE
It occurs only when the breakdown occurs. The help of outside specialists for repairing may become necessary and available of equipments depends upon the efficiency of the maintenance activities carried out.
IMPORTANCE OF PERIODIC SURVEYS
Repairs are expensive and very important but they are frequently avoidable as extensive structural otherwise, equipment has to undergo the natural process of damage, which is often the result of poor maintenance caused either by lack of knowledge or a policy of restricted expenditure. Periodic surveys keep the equipment/ furniture/ carpets/ other dcor in use for a longer time. Due to periodic surveys and maintenance a fixed depreciation can be charged.
SYSTEM AND PROCEDURES If a guest complains, then a maintenance order form is filled in duplicate. On completion of the job, the maintenance returns one copy of the housekeeping duly signed. The job order given to the control room and these are followed up. A book is maintained to check and clean periodically. This department also done any other repair work. In case of any banquet junction, the prospectus would be given to the department and the requirement of the function is taken care of.
REPORTS Night sift report Logbook Power station sub-station logbook Maintenance logbook
ENGINEERING RESPONSIBILITIES SAFETY AND SECURITY This department though not related to the hotel in the functional aspect is very important for the image of the hotel. This department is responsible for guest property as well as hotels security. The security department plays a key role in the day to day operation, which involves the presence of a wide section of humanity, thus making security and essential part of the hotel. Bearing in mid that the security departments responsibility extend not only to the physical structure (building) but also to the lives and property of every person in the building. The definition of security points this out clearly.
Day to day system operation and maintenance routines. Minor and major repairs and improvements Preventive maintenance. Support for other operating departments and guest activities.
Those measures required to promote a state of well-being relative to an establishment, to protect life and property and to minimize the risk of natural and manmade disaster or crime. These hazards may include, among others fire, food, earthquakes, civil disorders, sabotage, theft etc.
DUTIES ; The areas under the direct supervision of the security department are: GUEST FLOORS; Looks after the safety of guest and their property. The duty includes making rounds of hotel corridors, public areas, lobby observing any unusual or suspicious activities on the part of the guest or employee, sees that employees do not trouble the guest or from the hotel, observe person entering the hotel and advises receptionists to refuse registration to those known to be of bad character, investigates any accident occurring in the hotel and writes a complete report of incidents occurring during working hours as well as recommendations for the correction of any hazards of potential trouble spots. Any hotel property taken out of the hotel is done after submitting the gate pass. The gate pass is made I three copies. All food items can be taken out by producing the bill. Gate pass is entered in a register known as gate pass register.
ENTRYFOR VISITOR Visitor / guest of the staff are required to fill in the visitor pass. The staff member then be called to the parlour and he can met the visitor. CONTROLS OF KEY Expect guest from keys, all other department keys are maintained in the security office. Only the authorized staff member is allowed to take the keys. While taking the keys and when returning it, the key register has to be filled in. STAFF LOCKER The original of the locker is given to the staff and the management retains the duplicate. Security sometimes carries out surprise checking off staff locker for any property or guest missing articles.
REGISTERS MAINTAINED IN SECURITY OFFICE Daily occurrence register Key register Gate pass register Visitor register etc.
HUMAN RESOURCE
In Leela Palace, HR partners closely with the General Manager to create and support the hotels strategy . HR is responsible for managing all recruitment , hiring , benefits ,training and employee relations .It is imperative for HR to ensure the hotel is hiring the best talent through strategic staffing , ensuring this talent is receiving comprehensive training , creating a safe and productive work Environment and acting as a process facilitor and change agent.
GENERAL MANAGER
HR & TRAINING MANAGER
ASS. HR MANAGER
HR COORDINATOR
HR EXECUTIVE
HR ASSISTANT
SALES AND MARKETING
Sales is a process where all the associate are involved, directly or indirectly to accelerate & ensure business for the organization . It would be little
tough to distinguish sale team from the other associates. Therefore all associates of Taj samudra will be appreciated through providing their extensive support to the sales team to accomplish the common goal of the organization .
SALES AND MARKETING MANAGER
ASST. SALES MANAGER .
SALES EXECUTIVES
GROUP SALES
Group sales are sales more than one sleeping rooms or one or more meeting rooms. A group sale might include selling a meeting room for club or selling or every sleeping to the member of the emaciation attending a convention.
MEETINGS A meeting may be called a convention, conference, a seminar or any name invented by the group holding it. The size of the group mat varies. In order to have meetings and conventions, a hotel must have adequate meeting rooms or be located near a large convention center.
THE SOURCES OF THESE MEETINGS ARE; Associations Companies Fraternal organizations Political groups Trade shows Mini exhibits
INDIVIDUAL SALES
Individual sales are made through repeat business those guests that return to the property. This is accomplished through service. The guests must be impressed by the hotel. They must feel so at home that they would not dream of trying another hotel.
ADVERTISING AND PUBLICITY Advertising and publicity are basic to the selling of any product. The sales office formulates the advertising for the hotel of sometimes and food and beverage department is responsible for the restaurant and bar advertising and the sale department handles from advertising. Secretarial skills are excellent entry level tools for sales office position. An employees career path might being in the catering department, progress to a sales position dealing with local group and meeting fro there more on to a large association and convention sales position in sales and catering are exiting, fast posed and interesting.
FUNCTIONS OF THE SALES TEAM
Recruit & retain the clients for continuous business. Represent the Hotel to our clients.
Work as a bridge between the client & Hotel. Ensure customer Convenience to accomplish the requirements associated with hospitality.
Ensure customer loyalty towards the brand. Ensure customer satisfaction in experiencing the products and services. Communicate with the market / potential segment. Retain the customers efficiently to secured sustainable market share.
FUNCTIONS OF THE CATERING SALES Dig out the potentials. To sell the function space. To create awareness of the facilities at function space . Offering different meeting packages. Working closely with the FNB department regarding the menu during an event. Initiate & implement various events & programs. Maintaining relationship with customers. Maintain relationship with different event management organization. Organizing innovative events.
FUNCTIONS OF THE MARKETING TEAM

Build positive brand image. Create awareness of the products and programs. Initiate & implement various marketing activities and programs . Execute perpetual study on customer satisfaction through variousresearch & analysis to ensure optimum standard of the brand as well as the organization .
Execute integrated marketing communicational activities to ensure brand visibility . Maintaining relationship with print & electronics media . Ensure brand compliance in all communication Including (printing ,Collaterals & other communication)
Monitor & evaluate service blueprint to manipulate the process accordingly. Increase customer loyalty leveraging SPG.
THEIR DRIVERS

Awareness Brand Image Superior Product Quality Luxurious facilities Best service
Sales & marketing are the major part for the growth of our business .This department always tries to bring new and potential customers as well as the customer from the competitors. With this department we can get more customers for our hotel, can expand our names to a greater extent . Sales and marketing is one of the main department of any organization and its important for as well .
CHAPTER 6 OPERATIONAL PROBLEMS OBSERVED AND SOLUTIONS
Most of the room boys in housekeeping are trainees which are in the ages of 18-22. I noticed when I was doing my training in housekeeping department, that these boys were not willing to take responsibilities and not bother about how bad things they do will effect the hotel and its name and its category I strongly suggest that the housekeeping supervisor should be aware of things like these should not happen. And he should make sure boys under him and the rooms should be in professional housekeeping standards as this is a five star hotel.
There is no team spirit and coordination in front office department. I suggest that the FO staff should be re reminded of the golden lines in FO before trained them in system which is FIRST AND THE LAST IMPRESION
In fire escape planning, I notice there is no use as in every floor the fire escape exit will be blocked with something most of the time. Most time it will be housekeeping and sometimes room service trays or trolley. I suggest each floor supervisor should keep an eye open about a clear way of all the fire exit in their floors.
In the FO department I noticed that the bell boys are willing to help the foreigners with their luggage more compared to helping the local guests, Hence it is done as the tip which is given by the foreign guest is more than the local guests
I suggest that that the bellboys should be advised about this and should be asked to treat all guest as the same as in Leela we believe that guest is god.
When I was working in the Housekeeping department I noticed that the service staff treating the housekeeping boys badly. The service staff look down at the housekeeping boys as the servants or the boys who does the dirty work in the hotel.
I firmly suggest that the service staff should be advised that all the staff members in the hotel belongs to one family (The Leela) and all should work hand in hand to make the hotel a better place coordinating with each other instead of putting down ones image
In the FO department I noticed that the GREs recruited does not work in the hotel for more than 06 months, most of the GREs recruited have joined Leela from Airlines to get a training in the hotel industry for 6 months. I suggest that when recruiting new staff that the hotel look more in to this aspect as the work speed and coordination among the FO is difficult to cope up with the GREs changing monthly.
When I was working in the service department I noticed that the food ordered by the guest is tasted by the staff itself before taking the plate to the table. I suggest that the F&B Manager look in to this as the food served to the guest should be safe and hygiene and should not be touched with anyone else other than the production staff.
CHAPTER 7 CONCLUSION
Mahatma Gandhi told us to Live as you die tomorrow but learn as you live forever I reminded this clause when I started my training . I would like to learn a lesson from every second of my life I have gained great things to increase my knowledge. So I believe that The Leela Palace is a place where the good things become greater things. Needless to say that this experience was a highly enriching and educating one as I went from one department to another and got opportunities to train under several highly respected senior professionals. I learnt that every Individual is different ant that every one has something unique to offer. I learnt that every job has its nuances and its value and that no job is superior to the other. I learnt that on needs to constantly improve and improvise that this is just the beginning of along road ahead full of challenges, but I know that I will be able to run along as I got the opportunity
to continuously introspect and improve as a budding professional and as well as a better human being.
I thank all the people who have helped me in several different ways that will go along way in facilitating the commencement of a wonderful journey.
Annexure

Leela Palace Bangalore IT Project

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Leela Palace Bangalore IT Project

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A PROJECT PEPORT ON OPERATIONAL ASPECTS OF The Leela Palace Kempinski Bangalore

Submitted in partial fulfillment for the requirement of

Bachelor of Hotel Management Degree Of BANGALORE UNIVERSITY YEAR: 2010-2011

Submitted By: SHARON DANDGE

III Year BHMReg. No.: O8UMCO7

ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY 1 2012-2013

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Bangalore Date: Sharon Dandge

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Problems & Solutions Conclusion Annexure

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INTRODUCTION TO HOTEL INDUSTRY:

GROWTH OF HOTEL INDUSTRY

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HOTEL INDUSTRY IN INDIA

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TOURISM INDUSTRY IN INDIA

ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY 11 2012-2013

INTRODUCTION OF GLOBAL TOURISM

The Cedars in Lebanon

Fernando de Noronha in Brazil

Wolin National Park

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tourist Dos & Donts

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ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY 15 2012-2013

GRAGH OF YEARLY GROWTH OF TOURISM

TOURISM ATTRACTION IN INDIA

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GOVERNMENT OF INDIAN TOURISM OFFICES IN INDIA

Email : agra@tourisminindia.com Email : khajuraho@tourisminindia.com

ARMY INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY 20 2012-2013

Aurangabad Krishna Vilas,Station Road Tel: (02432) 331217 Email :

Madras (Chennai) S M Naqui 154,Anna Salai Tel:(044)8524295,8524785,

bhubaneswar@tourisminindia.com Fax : (011)3320342 Email : newdelhi@tourisminindia.com

Church Square Tel:(0832)223412 Email : panaji@tourisminindia.com

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Varansi 15-B,The Mall Tel:(0542)43744 Email : varansi@tourisminindia.com

CHAPTER 2 RESEARCH DESIGN

CHAPTER 3 PROFILE OF THE PLACE

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Attara Kacheri (Karnataka High Court)

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Bull Temple: One of the biggest Nandi idols in the world.

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Brigade Road, Bangalore.

Sports Attraction: Chinnaswamy stadium

Restaurants and Pubs

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Pubs in Bangalore - Bangalore is called Pub Capital of India.

White Tiger at Bannerghatta National Park.

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Wonderla is an amusement park located on Mysore road, 40 km from Bangalore.

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CHAPTER 4 PROFILE OF THE HOTEL