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Operational Aspects Of Le Meridien Le MEREDIEN

INTRODUCTION
TO THE INDIAN TOURISM INDUSTRY

Tourism is the basic and the most desirable human activity describing the praise
and encouragement of all people and government.

Hotel industry is an essential part of tourism. The expansion of tourism is well


inevitable bringing out development of the hotel industry. Hotel industry is so closely
linked with the tourism industry that it is responsible for about 50% of the foreign
exchange earning form tourism trade and enterprises. The rising volume of tourism
influence brought into light, the shortage of hotels in important tourists centers. Keeping
in view the changing standards in the international hotel keeping. The Indian industry to
make a number of improvements. Its not enough to have adequate hotel accommodations,
it is equally necessary to have at various levels, low priced, moderately priced, high
priced, and a few luxury hotels.

Hotels may be categorized depending upon factors such as:

• Locations

• Categorization according to plan

• Categorization according to number of rooms.

• Categorization by type of clientele.

• Categorization by the length of stay of guests.

• Categorization by the facilities that the hotel offers.

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The evaluation of the Asian currencies, the Kargil issue and the parliamentary
elections had affected growth in the tourism industry. The situation is gradually moving
back to normal with the tourist arrival figure marginally increasing from 2.3mn in 1997 to
2.5mn in FYOO. The industry is growing at a rate of 9%. With the political and economic
stability being more clearly visible, both tourists as well as business arrivals are likely to
gather momentum in the remaining part of the year.

The Indian hotel business focuses largely on foreign tourists with only 30% of the
business coming from the domestic business and the leisure travels. The tourist arrivals in
India are seasonal in nature, with the best season being from September to December
followed by a steep fall till May. The period June to September gains momentum once
the monsoons are over. The slack season is generally used for renovation work and the
period is characterized by discounts to attract clients.

High capital expenditure acts as an entry barrier in the industry with the
availability of prime land at economically viable rates being a major constraint. The
gestation period is long and break even normally takes five to eight years to happen. Due
to this the established players like Indian Hotels, E.I.H, etc. have an advantage over
foreign majors as they already have well establishments at prime locations.

India was late to wake up to the potential of tourism as an industry that is not just
an earner of previous foreign exchange but also one that could generate a lot of
employment through horizontal and vertical linkages. The importance and significance of
tourism could be understood from the observation of UNESCO, which says, "tourism is a
traditional instrument, which enables culture to the rehabilitated and made know to the
rest of the world". It is said it's a smokeless industry and has become second to the
petroleum industry in world trade.

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This great importance was formally acknowledged when the XXIU.N General
assembly designated 1967 as international tourist year with a unanimous resolution
recognizing that "tourism is a basic and most desirable activity deserving the praise and
encouragement of all peoples of government".

When traveling away from home, tourist comes in contact with the places they
visit with their inhabitants and social exchange takes place. Their presence and social
background affect the social structure and mode of life at the destination. Tourists are in
turn affected by the experience and and often carry back home with them, new habits and
new outlook on life.

Tourist has great educational significance. Contact between people of different


races and nationalities widen ones outlook. Tourism, whether domestic or international
has common economies significance in the sense that money earned in places visited
large sums of transferred to the host economies where this money provided a source of
income, a means of livelihood and amenities for the resident population. Purchasing
power is generated in the receiving areas through the expenditure of visitors. Money
received is spent and resent and this multiplier process the host country is a beneficiary.

International tourism is of great importance in international trade in the sense that


it enters into the balance of payments of accounts of individual countries generating
tourist traffic and export for countries receiving tourist traffic. For many countries is a
major item in world trade. These countries exhibit faster growth in tourism than in trade
of goods.

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Domestic and International Tourism

Usually, a distention is drawn between domestic or internal and foreign of


international tourism. In domestic tourism people travel outside their normal domicile to
other areas within the country. Barriers like language, currency and documentation are
not in the domestic tourism. But in India, since difference estates have different
languages, ones own language may not serve a medium of communication. Domestic
tourism has no balance of payment implications.

When people travel to a country other that which they normally live in is known as
international tourism, the distinction between domestic and international tourism is now
diminishing. The reasons being:

• Language barriers are reduced by improving language skills

• Currency and customs unions are developing in many European countries.

• With globalization the free movement of people is growing.

Considering the greater multiplier effect in domestic tourism, domestic tourism


would have received greater emphasis in India.

Reliable data on the growth of domestic tourists traffic are not available as not
extensive survey has been conducted on a national level by any agency, government or
otherwise not given the numerous festivals celebrated throughout out the year, the
innumerable tourist's centers in the country, the geographical expands and the resource
constraints, estimates of documents tourists' traffic through an executive survey is
considered impossible.

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Domestic tourism if considered separate from the travel for religious and
commercial purpose. It is a post-independence phenomenon. Industrial growth,
improvement in the standard of living, rise in disposable income and most importantly
the improvement of tourist infrastructure search as hotels, air, train and road transport has
contributed to the impressive growth in tourist traffic.

The definition of a domestic tourist is a person who travels within the


country to a place of residence and stays at hotels or other accommodations
establishments run on commercial basis or in dharmashalas, sarais, chaultries etc. for
duration of not less than 24 hours.

The factors that govern the magnitude of domestic tourist traffic are the religious
and cultural importance of a place. The extent of manufacturing, business and trading
activity, the climatic conditions, the infrastructure facilities available and the
geographical location etc. the current rough estimate of domestic tourism in India is ten
million a year.

Tourism Planning in India

The outlay for tourism development was Rs.8 crore in the third plan Rs.186.46
crores in the sixth plan and Rs.326.16 crores in the seventh plan. It was during the sixth
plan that a tourism policy was formulated and presented before the parliament. The sixth
plan is an objective envisages optimum use of infrastructure, regionalizing tourist traffic
and increase in accommodation and so on. However, the plan turned out to be a very
mere blue print for action for tourist development.

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The seventh plan (1985-1990) set a target of 1.5-million tourist arrival by 1990
and 3 million by 2000 AD. It also recommended according industry status to tourism in
order to encourage private sector investment in tourism.

It was also recommended that public sector would focus on basic infrastructure
development, and the private sector would be in encouraged to develop tourism. For the
first time domestic tourism was sought to be encouraged for promoting social and
cultural cohesion and employment generation. The national committee on tourism
presented a comprehensive report in 1988,which provided the basis of a long-term
perspective plan for tourism in the country.

The committee set a growth rate of 7% per annual for international tourists.
Arrivals by 2000 AD. Recommendations also included the following:

• Set a tourism finance cooperation to extend financial assistance for tourism


project.

• Developments of select tourist destination and circuits diversification of tourism


arrival of cultural destination to the leisure and holiday tourist.

• Markets, exploration and development of new tourism generating center.

• Increase the hotel accommodation by cent percent by stimulation investment


through appropriate package of incentives.

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The committees major recommendation expects that of setting up a national


tourism board wherein accepted. In April 1989, the tourism finance cooperation of India
was set up. A working group of the state tourism secretaries in July 1985 identify
incentives for the industry. About 14 states and 3 union territories have declared tourism
as an industry however, despite the efforts during the seventh plan for diversification of
tourists for cultural destinations to the leisure and holiday destination, India still remains
as a cultural destination. Budget outlays where diverted towards facilitating trekking
development of beach resorts, building shopping plazas, wildlife tourism, facilities for
conference is skiing etc. It is reported that the profile of the average overseas and
domestic traveler is changing. In the current plan period as well one of the principal
thrust areas would be modification of the Indian tourism product by adding the concept of
India.

As an adventure and leisure tourism destination to the present cultural tag.


Trekking, winter and water sports wild life and health tourism will remain as the major
thrust areas in the forth-coming area.]

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INTRODUCTION TO THE HOTEL INDUSTRY

According to the British laws a hotel is a place where a “bonafied” traveler can
receive food and shelter provided he is in a position to for it and is in a fit condition to
receive.

Hotels have a very long history, but not as we know today, way back in the 6 th
century BC when the first inn in and around the city of London began to develop. The
first catered to travelers and provided them with a mere roof to stay under. This condition
of the inns prevailed for a long time, until the industrial revolution in England, which
brought about new ideas and progress in the business at inn keeping.

The invention of the steam engine made traveling even more prominent. Which
had to more and more people traveling not only for business but also for leisure reasons.
This lead to the actual development of the hotel industry as we know it today.

CLASSIFICATION OF HOTEL

Hotel can be classified into different categories or classes, based on their


operational criteria. For example the type of accommodation they provide, location of the
property, type of services provided, facilities given and the clientele they cater to can help
categories hotels today.

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Hotels today are basically classified into the following categories:

1 Market segment:

• Economy / limited services hotel

• Mid market hotel

• All suite hotels

• Time-share hotels

• Condotel / Condiminium

• Executive hotels

• Luxury / Deluxe hotels

2 Property type:

• Traditional hotel

• Motels

• Bread and break fast inns

• Commercial hotel

• Chain hotel

• Casino hotel

• Boutique hotels

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• Resorts

3 According to size:

• Small hotels [150 rooms]

• Medium hotels [up to 299rooms]

• Large hotels [up to 600rooms]

Other classification can be based on:

a) Market segment

b) Property type

c) Size

d) Level of services

e) Owner ship and application

f) Plans

g) Type of patronage

h) Length of guest stay

i) Location etc

MARKET SEGMENT

Economy hotel:

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It provides efficient sanity private rooms with bath. The furnishing and decor are
acceptable to majority of travelers. Food and beverage service may or may not be
available.

Mid market hotels:

They offer comfortable accommodation with private on premises bath. Food and
beverage services and uniformed bell staff. They offer above average luxury.

All Suite hotels:

It offers separate sleeping and living areas along with a kitchenette and a stocked bar, and

offer class service.

First class hotels:

They are luxury hotels with exceptional decor better than average food and beverage service,

uniformed bell services. They often have 2 or 3 dining rooms, swimming pool, spas etc.

Deluxe hotels:

They are better and offer more specialized services than first class hotels. They also

provide limousine services.

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PROPERTY TYPE

Traditional hotels:

They have the basic concept of rooms with break fast, bell desk services and the
other usual services.
Motels:

They are located on highways. Guest is given parking right outside their rooms.
The usually have a gas station / workshop attached to them.

Resorts:

They are usually situated in tourist locations like on rivers, mountains, jungles, or the sea.

They give more privilege to sports activities leisure and re-creation activities like manages,

sightseeing, adventure sports, etc.

Resident hotels:

Where guest stay for longer duration, stay like weeks, months even years.

Casino hotels:

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They are hotels usually in tourist spots and mainly cater to people who are on
holidays. Casino hotels like the name suggest offer gambling facilities along with
accommodations.
SIZE

Small hotel – up to 150 rooms

Medium hotels –150 to 299 rooms

Large hotels – 299 to 600 rooms

Extra large hotels – above 600 rooms

LEVEL OF SERVICES:

World-class services:

They target top business executives and provide service s that cater to needs of
such people like lap tops in the rooms, business center, sectarian services.

Mid range services:

They appeal to the larger segment of traveling public [tourist]. The services
provided by the hotel are moderate and sufficient to budgeted travelers.

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Economy / Limited services hotel:

They provide comfortable and inexpensive rooms and meet the basic requirement
of the guest. These hotels may be large of small in size depending on the kind of business
they get. The key factor behind the survival of these hotels is that they are priced very
low and are in the budget of most of the travelers.

OWNERSHIP AND AFFILIATION:

Independent hotels:

They have no application with other properties. They have their own management
and are single properties with one owner.

Chain hotels:

They impose certain minimum standards, levels of service, policies and


procedures to be followed by their entire establishment. Chain hotels usually have
corporate offices that monitor all their properties and one management runs these
properties. That is all the hotels under the chain are completely owned and run by the
chain itself.

Franchisee hotels:

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The franchisee grants the entities, the right to conduct business provided they
follow the established pattern of the franchisee, maintains their standards, levels of
service, practice their policies and procedures.
AWARDING OF CLASS:

Awarding of class is done by the HRACC in India. These are a few things listed
down that are taken into consideration while awarding star category to any hotels.

• Number and types of rooms the hotel has

• Elegant and comfortable surroundings

• Rooms efficiency

• Cleanness and sanitation

• Staff size and specialization

• Range and level of services

• Number of Restaurants

• Bars and Beverage services

• Concierge services
• Accessibility to entertainment

• Availability of transportation

• Spa and swimming pool facility

• Reservation and referral services.

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Three Star categories:

For a hotel to be recognized as a three star property the architectural features and
general features of the building should be very good there should be adequate parking
facilities. At least 50% of the rooms must be air-conditioned. Also the ambience and
decor of the place must be ecstatic.

They should provide reservation and information facility apart from reception,
information, bell service at least two gourmet dining facility should be available. The
establishment may or may not have banqueting facility.

They should provide high levels of personalized services. The staff must be well-
trained and proper standards for hygiene and sanitation must be followed. Also all
properties have to keep in mind that proper waste management is done.

Five Star categories:

Five star category is only allotted to properties, which have all the qualities of a
three star property and a few additional. Like the entire property must be centrally air-
conditioned. The building of the property must be an attractive one. All the rooms must
be spacious. The property must have proper banqueting facility, business center. Proper
and well-maintained pool and health club a spa is optional.

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The property must have 24 hour coffee shop, round the clock room service, a bar,
and a minimum of 1 gourmet restaurant. The staff must be highly trained and a degree of
specialization must be shown. State of art

Equipments must be used and the facility provided in the rooms must be
sophisticated.

Five Star Deluxe categories:

They are more or less like five star properties with the only difference is that they
are on a larger scale. Five star deluxe properties maintain a very high staff to guest ratio
and very high levels of service is maintained. They in addition to five star properties have
5 to 7 dining rooms, a bar, 24-hour coffee shop, banqueting facility. Spas, fitness centers,
business centers etc

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INTRODUCTION TO BANGALORE CITY

Bangalore is booming and a look at some of its nicknames says why: “India’s
Silicon Valley” “Fashion Capital of India,” “The pub city of India,” and on. Home to well
over 4 million people, and base for 10,000 industries, Bangalore is India’s fifty largest
city and the fastest growing city in Asia.

The capital of the state of Karnataka, Bangalore is situated halfway between the
coasts in southern India. The city was founded in the 16th century, and witnesses great
southern dynasties like the Kadambas, the Hoysalas and Vijayanagar emperors. Legend
has it that the name bangalore comes from “boiled beans” (Benda Kaluru), which were
served by a humble old lady to a hungry ruler in the 10th century.

Surprisingly, despite some adverse environmental impact of industrial


development in Bangalore, another of its nicknames is “The Garden City” That’s thanks
to many local parks, along with pink cassias, golden acacias, and jacarandas, which
bloom throughout the city.

Many international visitors come to Bangalore for its excellent schools and
universities, such as the Indian Institute of Science. While enjoying the warm weather
year-around

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Tourists can also use the city as a central base for day trips to other Karnataka
attractions And Bangalore does not only produce fine silk and software. “The Fruit
Market of the South” is great for grapes, mangoes and guavas.

BANGALORE’S HISTORY

The place mentioned at “Benguluru” in the Ganga record is orginally a hamlet,


even now called as Halebengaluru near Kodigehalli, not far away from Hebbal. It is said
that Kempegowda I, when he built the new capitala town in about 1537 caalled it
Bangalore as his mother and wife belonged to the hamlet Bangalore, now caalled
Halebengaluru. In literary works Bangalore is also called Kalyananagara or the “City
Auspicious”

Though the fort built by Kempegowda then has totally vanished the spots like the
Yelahanka Bagilu (Mysore Bank Square), Halsur Bagilu or Gate (now a police station is
named after it; the gate proper even now remains hidden in ruined condition behind the
Badami House), Anekal Bagilu, and the Kengeri bagilu or gate (again the name of a
police station) etc., are still located together with the Sonde Koppa Bagilu (toa the west)
Yeshwantpur Gate( near Upparpet police station) and the Kanakanahalli Bagilu (near the
Vokkaligara Sangha Building or Sanjay Talkies)

Bijapur conquered the town in 1638, and Shahji Bhosle secured the town and its
surroundings as a jahgir in1638 After 50 years of Maratha rule at Bangalore, bangalore
was conquered by the Mughuls in 1686. The city was leased to the Mysore ruler was

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conquered by the Mughuls in 1686. The city was leased to the Mysore ruler
Chikkadevaraya by the Mughuls in c.

1689 and Chikkadevaraya expanded the fort to the south and built the
Venkataramana temple in this fort area. This new fort in granite was strengthened by
Haider who secured Bangalore as jahgir in 1759. The British conquered the place in 1799
after defeating Tipu Bangalore became “ a place of importance” under Haider, says
Buchanan, speaking of its trade.

The Cantonment area grew as a separate township after the British shifted their
troops to the place in 1806. The present Cantonment also consists of many old villages
like Halsur (present Ulsoor) Bagepally, Doddakunte, Byadarahalli Akkithiramanahalli,
etc.,

Of the four towers set up by Kempegowda II to guard the capital city one is at
halsur (a top a rock) the other three being, one near Lalbagh (again a top a rock), the third
on the Kempambudhi bank at Gavipura Guttahalli and the last at Vyalikaval on the
Bellary road near the Ramanashrama.

At Domlur on the periphery of the old Cantonment, the Chokkanatha temple built
by the Cholas still remains. The construction of the St.Marks Cathedril was begun in
1808. The Mosque in the Old poor House street in the Cantoment area was also
constructed during this time. The Cantonment area saw the construction of some of the

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beautiful buildings of the European renaissance style, both chruches and secular
buildings, mostly government offices during the 19th century.

FACTS ABOUT BANGALORE


Rainfall

Bangalore receives the benefit of the Southwest and Northeast monsoons. The
average annual rainfall is 87 centimeters. October and November are rainy months but
the downpour during these months is only about 17 cms December to March is
practically dry.

Population

The increase in population of Bangalore is very rapid since 1955. From 10 Lakhs
in 1955, it went up to 20 lakhs in 1970 and it is estimated to have crossed 55 lakhs today.

CITY ADMINSTRATION

The administration of the city vests with the corporation of the city of Bangalore,
which was constituted under the city of Bangalore Corporation Act LXIX of 1949.

Languages Spoken

The main languages spoken are Kannada 31%, Tamil 27%, Telugu 17%
Hindustani/Urdu 15% and other languages 10%.

Electricity

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Supply of electricity for industrial use is made at 400 volts, 50 cycles, 3 phase (4
wire system), while of domestic use it is supplied at 230 volts, 50 cycles, single phase.

Industries

Bangalore had made rapid progress in industrial development. There are many
large, medium and small-scale industrial concerns in and around Bangalore. Producing a
variety of items. The number of electronic equipment manufacturing units has gone up.
The information Technology park at White Field, 16km from Bangalore, is being jointly
developed by Singapore Information Technology Investments Private Ltd., Tata
Industries and Karnataka Industrial Areas Development Board. The park provides office
space and residential apartments. Garments manufacture is another important industry.

Developing in Bangalore. The industrial growth in and around Bangalore has


naturally catalyzed the commercial activity.
Transport

The Bangalore Transport service (B.T.S.) busses and a limited number of


“Pushpak” special buses ply on different routes intersecting the city. Suburban bus
service connects the city with a number of villages and towns situated at short distances
from the city Karnataka State Road Transport Corporation (KSRTC) bus service connects
many towns within and outside the state.

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A good number of private buses operate from kalasipalyam Bus Stand near the
City Market and also from Dhanvantry Road (Tank Bund Road) near the Bangalore Bus
station. The Karnataka

State Tourism Development Corporation, 10/4, Kasturba Road, Bangalore-1


(phone 2212901) conducts tours to places of interest in Karnataka. Several authorised
travel agencies also arrange conducted tours and Bangalore sightseeing trips. Taxies and
auto rickshaw are available for quick and easy transport within the city.

Milk Supply

Milk supply in Bangalore is supplemented by the Bangalore Diary, situated on the


Hosur Road, through retail selling agencies and automatic milk vending machines
installed in most parts of the city. It is managed by the Federation of Bangalore City and
Rural Districts Co-operative Milk Producers Union.

Cultural Activities

Bangalore is an important center for cultural, religious and social activities Some
institutions periodical exhibitions, recitals, drama music and dance performance, lectures,
symposia, and group discussions that entertain and educate. Some of the daily
programmes appear “In the City To-day’ in Deccan Herald, Indian Express, The Hindu,
The Times of India and some Kannada dailies. Every Friday evening (6.30 P.m) cultural
programmes are arranged ‘Yuvanika’ state youth center Nrupthunga Road, Bangalore.

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Progressive Bangalore

Bangalore, the fifth largest city in India, has been classified as ‘A’ class city. The
growth of the city has been phenomenal in recent years, largely due to unprecedented
industrial progress with the establishment of many large, medium and small-scale
industries and technical and professional institutions of national importance. The
industrial development at Hosur in Tamil Nadu near Bangalore and suburban areas has
also contributed to the growth of Bangalore. In order to ease the pressure of traffic around
the City Market area.

2.5-km long flyover at a cost of Rs. 9 crores has been constructed. This flyover
will connect the Town Hall (N.R.Circle) with Sirsi Circle on Mysore Road.

Sizzling Night Life

Bangalore is a city, which not only has a large number of cinema halls but is also
famous for its nightlife. It is a city, which has adapted to the charging fashion trends in
the world. The numerous pubs and nightclubs can complete with any modern city of
America of Europe. The big boom may be over but the young people of the city still have
money to squander over and the nightlife in the city is thriving.

The modern shopping malls full of brightly lit shops and showrooms not
necessarily invite prospective buyers but are treat for the window shoppers too. Thriving
modern business centers, whose gracious garrison town features are being remodeled in
the image of India’s mail loving middle class. It has been scathingly described as a city in
search of a soul.

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A night on the town normally kicks off with a bar crawl along Brigade Road,
Residency Road and Church street where scores of swish pubs compete with MTV, lasers
and thumping sound systems.

Drinking alcohol here does not have the shabby connotations, as is the case
elsewhere in India. There is a ban on alcohol sale however, between 2.30 p.m. to 5.30
p.m. imposed in

1993 by the then Chief Minister Verappa Moily to keep off the school children
from skipping schools to booze.

The Festivals and The Merry Making

Bangalore is a living city, which celebrates all the festivals and various fairs with
great pomp and show, be it a flower show a temple festival or a bull race.

Karaga

In the months of March and April every year falls the “Shakathi Worship” The
“Karaga” procession starts from the Dharmaraja temple of Nagarhpet at 2 o’clock in the
morning After covering a distance of 20 to 25 kms the procession returns to the temple at
6 am.

Ulsoor Someswara Festival

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The Ulsoor someswara Car Festival falls in March/April every year.

The Festival of Sriramanavami

Harikathas, Bhajans and Music performances are arranged in different parts of


Bangalaore during March/April for the Sriramanavami Festival.

Lal Bagh Show

The Mysore Horticultural Society conducts the lal Bagh show in January and
August and awards prizes for the best exhibits of vegetables, fruits and flowers in the
show.

Festival of Sri Ganesha

During August, in various parts of Bangalore is celebrated the Sri Ganesha


Festival

The Bangalore Race:

The summer season race commences in the middle of May and ends in July. The
winter season race starts in November and goes on up to March next year of Course,
betting is conducted on races run in other places.

Ayyappa Bhajans:

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In the last week of December and the first week of January, the Ayyappa Bhajans
are heard in different parts of the Bangalore sung by the pilgrims to Sabarimala.

The Festival of Sankranti, Dassara and Diwali

Diwali in October/November, Dassara in September/October and Sankranti in


January are celebrated with all the gaiety by Bangalorians.

Kannada Rajyotsava:

On the 1st November, falls the Kannada Rajyotsave. It is celebrated with great
jubilation.

Ramzan and Bakrid

Prayers and Greetings is a characteristic feature of Ramzan and Bakrid.

LEADING HOTELS IN BANGALORE

Taj West End Hotel


Race Course Road,
Bangalore-560 001
Tel +(91) (80) 2255055
Fax +(91) (80) 2200010/2204575
Windsor Manor Sherator
25, Sankey Road
Bangalaore-560 052
Tel: + (91) (80) 2269898
Fax:+(91) (80) 2264941

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The Oberoi Hotel***********


37-39 M.G.Road
Bangalore-560 001
Tel: +(91) (80) 5585858
Fax: + (91) (80) 5585960

Taj Residency
41/3, M.G.Road
Bangalore-560 001
Tel: +(91) (80) 5584444
Fax: +(91) (80) 5584748
Hotel Ashok *
High Grounds,
Bangalore 560001
Tel: +(91) (80) 2269462/2250202

Le Meridien
28 Sankey Road,
Bangalore-560 052
Tel: +(91) (80) 2262233
Fax: +(91) x (80) 2267676/2262050

Gateway Hotel
66 Residency Road
Bangalore-560025
Tel: +(91) (80) 5584030

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ATTRACTION BANGALORE

The Bull Temple

The 4.57 m high and 6.10 m long image was built by Kempe Gowda, in the 16 th
century The image has been carved out of a single granite rock. The original colour of
Nandi bull was gray, which has now turned black due to the application of coconut oil by
the devotees. The statue of the bull has been carved out of a single rock. Non Hindus are
not allowed in the temple. The temple is always busy with some ceremony or other. On
weekends, there are musicians who perform at the temple

Vidhana Soudha.

A marvel of neo-Dravidian architecture and one of the most imposing building not
only in Bangalore but in India, the Vidhan Soudha houses the state legislative assembly
of Karnataka and part of the Secretariat. The gleaming white domes, pillars and
archways, resemble the architectural pattern of Mysore old palaces. The huge, carved
doors of the cabinet room are made of pure sandalwood. The entire building, when
floodlit on Sunday evenings, presents a truly breathtaking picture.

Tippu’s Palace

The summer palace of Tipu Sultan was built in Bangalore. The entire structure is
built of teakwood. This double-storied ornate structure was constructed in 1781-1791 AD.
This palace is beautifully decorated with floral motifs on the walls and ceilings. The
structure is replete with pillars, arches and balconies. After the death of Tipu, this
building was used by the British as their secretariat till 1867 AD. In busy market place of

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the city, are re remnants of this fort built by Tipu What ever remains of the fort reminds
one of the struggle of Tipu against the British. There is a small Ganesha temple among
the fort ruins.

Sri Gavi Gangadhareshwra Temple

The temple is a natural monolith carved cave temple dedicated to Lord Shiva On
the 14/15, January every year, a ray of light passes precisely through the horns of the
Nandi bull and illuminates the deity inside. This unique phenomenon occurs every year
on the ‘Makara Sankranti’ day and attracts large number of devotees. The precision of the
event shows advancement in the technical and scientific knowledge of our ancestors.

Ulsoor Lake

The 1.5 Sq km lake is dotted with islands The picturesque lake is located on the
northeastern fringes of the city and is an ideal place for boating and shopping A Ganesh

Karnataka State Government Museum

One of the oldest museums of India, established in 1866 AD, it has on display
specimens of works of antiquity and ancient art, such as sculptures, coins and incriptions
found in different parts of Karnataka. The Museum has an attractive collection of
specimens sof archaeological and natural history, numismatics, ethnology, art and
industrial art. It houses some ‘virakals’ (Hero-Stones) of South India Working hours 9.00
to 6.00 p.m. on all days except Wednesdays and General Holidays.

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Bangalore Palace

Built in the Tudor style and inspired by the Windsor Palace, a Wodeyar king built
this palace in 1887 AD. This unique edifice stands in the heart of the city. It is built in a
manner similar to medieval castles in Normandy and England. It’s interior boasts of
elegant wood carvings and Tudor-style architecture.

Venkatappa Art Gallery

Aa wing of the State Government Museum, Venkatappa Art Gallery is an


interesting place of visit. Water colour paintings, plater of paris works and other works of
art of the famous artist Venkatappa and some contemporary artists are on display. There is
a separate section for the wooden sculptures of Major Cheppudira Ponnappa Rajaram.
Attached to the Art Gallery is an exhibition hall, which is available on rent to artists for
exhibiting their works of art.

Visweswaraya Industrial and Technological Museum

Adjacent to the Government Museum in Bangalaore is the Vishveshwaraya


Industrial and Technological Museum, the second of its kind in India. Managed by the
Council of science & Industrial Research, the main objective behind its establishment is
to inculcate in the people, a science consciousness. This museum is a tribute to Sri
M.Vishweshwariah. a statesman who worked untiringly to bring science and technology
to the common man. Working Hours: 10.00 a.m to 5.00 p.m on all working days, closed
on all Mondays and notified holidays.

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Ramohalli

This picnic spot is located 28 kms from Bangalaore on the Mysore road Ramohalli
is a beautiful picnic spot with a KSTDC restaurant. The main attraction of the place is the

Bannerghatta National Park

This lion and tiger safari park is set amidst picturesque surroundings around 22
kms away from the city The park is spread over an area of 104 Sq kms one can see the
lions, tigers and elephants in closed enclosures. There is also a crocodile and snake farm,
which attracts many visitors. There are regular bus services from the city to this place.

Nrityagram

This place was established as an institution for the classical dances. The famous
Odissi dancer Protima Bedi had founded this place to preserve the ancient and classical
dance forms of India. It is located 30 kms from the city center. The dance village as it is
called was designed by the award-winning architect from Goa, Gerard Da cunha. Apart
from dance, this place also teaches allied subjects like philosophy, music, mythology,
paintings and choreography.

Mysore

The erst while capital of the Wodeyars is 140 kms from Bangalore. This city has
retained the charm it had acquired during the reign of Wodeyars. Mysore is also known as
the ‘City of Place” For centuries, Mysore has been visited for sandalwood and silk. The

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Mysore palace is often compared with the buckingham palace in England. The St.
Philomena’s Church and the Mysore Dassara are added attractions of this place
Vrindavan Gardens on the KRS Dam is one of the most-visited gardens in India. The
musical fountains here have fascinated not only the visitors but they have also been
widely shot for the silver screen.

Ramanagaram

This place is famous for the rock-formations and is a great attraction for the rock
climbers. It is 49 kms from Bangalore City Ramanagaram is also an important silk
cocoon market.

Shivaganga

50 kms from the city center is a hill, which provides a breathtaking view of the
nearby areas. There are two famous shrines dedicated to Lord Gangadeshwra and
Goddess Honnadevi.

Hassan

194 kms from Bangalore is Hassan, from where one can go to Belur, Halebid and
Sravanabelagola. Sravanabelagola is a famous Jain pilgrimage with a 17m high monolith
of lord Bahubali standing tall.

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GARDEN CITY

Aptly called The Garden City due to the patronage of the Wodeyar rulers, this
well-planned city with tree-lined avenues, parks gardens and takes attracts people from
all over India. Bangalore has more than 400 gardens spread across the length and breadth
of the city . Inspite of all its expansions, it retains its quintessential old-world charm.

Cubbon Park ( 2 kms from MG Road)

Planned and laid out in 1864 AD, Cubbon Park is a beautiful 300-acres park
containing the public library and the museum. The illuminated “fairy fountain” and the
elegant Greco-colonial style buildings, add to the beauty of this park. The imposing, red
Gothic structure within this park is Seshadri Iyer Memorial Hall, which houses the public
library. Also situated here are the High Court, the Government Museum the technology
Museum, the Government Aquarium and the Jawaharlal Bal Bhavan.

Lal Bagh Botanicala Gardens (4 Kms from MG Road)

The 240-acre gardens were laid out during the Muslim era (18 century) by Hyder
Ali and Tipu Sultan, 200 years ago. They contain the largest collection of rare tropical
and sub-tropical plants, century-old trees, fountains, terraces, lotus pools, rose gardens
and a Deer Park Lal Bagh has a magnificent glass house built in 1840 AD, on the lines of
London’s Crystal Palace. The Annual flower, fruit and vegetable shows are regularly held

here. It contains one of Kempegowda’s towards and a surreal lawn clock


surrounded by Snow. White and seven dwarfs. Lal Bagh also houses the offices of the
Karnataka Horticultural Society that renders free advice to those interested in flowers and
gardens.

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SHOPPING EXTRAVAGANZA

Bangalore, compared to many other Indian cities is economical for buying silk
fabrics, handloom fabrics, garments, woolen carpets, sandalwood articles, rate antiques,
gold and silver jewellery, perfumes and incense sticks Bangalore is famous for the
shopping malls, which have some of the finest and biggest showrooms in India. This
electronic capital of India has been attracting people for Sandal wood, Silk and hand
woven materials.

The Karnataka Handloom Development Corporation’s

‘Priyadarshini’ handloom House is located at various places. Bangalore is a good


place to buy specialties from all over the state. Here one can find the fine Mysore silk and
sandalwood items. The inlay work from Karnataka in Brass and Rosewood are any
collector’s hunt. Ivory artifacts and the Lambani Jewellery make good decorative as well
as gift items. Some of the popular shopping haunts in Bangalaore.

Brigade Road

This is a popular hangout for young people, because there is a lot of entertainment
available, as well as there are a lot of shopping options. You’ll get just about everything
here. There is Rex (the best movie theatre in town), Cyber Cafes (offering coffee and
Internet access), a bowling alley, a discotheque, a video game parlor and quite a few
eating places.

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Commercial Street

This is strictly a shopping area with no entertainment outlets. Here, you can buy
clothes, dress materials, jewellery and food.

Mahatma Gandhi Road (M.G.Road)

M.G.Road is a very popular commercial area. There are a large number of sari
stores, like ‘Deepam Silks’ and ‘Prasiddhi’.

There are two movie theatres namely Plaza and Symphony. ‘Gangaram’, a well
established bookstore and ‘Higgin Botham’ are very popular stops.

For radios, TV sets books and magazines, photograph material, silk saris, textiles,
garments and general goods, Shrungar Shopping complex, Barton Court Commercial
complex, Public Utility Building Shopping Complex, Spencer Super Market, Coir Board
Show Room, Natesan’s Antiquates Show Room for gift articles, artifacts and antics.

Residency Road (Now renamed Field Marshal C.M. Cariappa Road)

‘Gangotri’ Uttar Pradesh Government Handicarfts’ show room, offering brassware,


wooden furniture, jewellery, etc., ‘Mriganayani’, M.P. Government Emporium. ‘Utkalika’
Orissa Government handicrafts Emporium and ‘Gujarat State Handicrafts Emporium,
near New Opera can be visited

For silk saris, garments, children ware, textiles, Alankar Pearl Plaza Shopping
Complex Prabhat Shopping Complex, Janatha Bazaar, Gupta Market, Sapna Book House,

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the largest show room of books at Tunga Complex (opposite Tribhuvan Theatre) are all
located in this area.

Silicon City of the World.

Bangalore was already called the Electronic City of India but the establishment of
the Silicon Park on the out skirts has converted it into the Silicon City of the world. With
major players in the IT industry gaining footholds here, Bangalore is destined to emerge
as the electronic hub of the world Dubbed as the Silicon Valley, Bangalore, in addition

To being the center of India’s software industry also has holdings in aircraft
electronics and machine tools.

Best known within India for being the country’s unofficial high-tech capital, the
city is the playground of many Indian as well as multinational InfoTech companies. The
silicon valley of India, Bangalore is becoming the center for information & technology in
India. A major industrial and commercial center with scientific and research activity, the
city has made a niche for itself in the international arena in terms of is growing software.

The Silicon Rush

It comes as a surprise to many visitors to learn that India is the second largest
exporter of computer software after the US Generating sales of around $720 million
every year, the apex of this hi-tech boom was the Electrical city Industrial Park, on the
outskirts of Bangalore.

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Bangalore’s paid industrial rise began in early 1980’s Fleeing the crippling costs of
Mumbai and Delhi, a clutch of hi-tech Indian companies relocated here. The cool climate
and an untapped pool of highly skilled, English speaking lab our, a consequence of the
Indian government’s decision to concentrate its telecommunications and defense research
here in the 1960’s lured the multinationals to this city. Within a decade, Bangalore had
become a major player in the software market and a magnet for the multinationals such as

The Techno-Savvy people

Bangalore, the city of 4 ½ million people-undoubtedly the fastest growing city in


Asia, is a dynamic mix of a fascinating history and an equally wondrous techno-culture.
The roots of global culture are very prominent among the people of Bangalore, be it the
IT ring or the more than tens-of-thousands of students. Filtering down to everyday life,
cyber joints can be found in every major block of the city. It is the urban-oriented,
technology-based culture that drives the people of this beautiful city, to make it what it is.

Among the rustle of the trees & the threat of rain, the lush foliage of the city
invites you to live life to the fullest, the smells and sounds carrying the very essence of
traditional Deccan life.

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INTRODUCTION TO THE HOTEL

Le Meridien - Bangalore, an International five star hotel situated in the heart of the
city provides hospitality with a rare European flair. Overlooking the golf course on
Sankey Road.Le Meridien , Bangalore offers a panoramic view of the garden city. Being
in close proximity to the city's shopping and business hubs. It makes your stay
convenient, comfortable and an entirely pleasurable experience.

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Air France and the first hotel started the Le Meridien chain in 1972 Was the Le
Meridien Paris Etolie. A Hotel in French is called “CHALET”. The Largest Meridien in
Europe had 1027 rooms.

It developed in the Middle East due to the 1970 oil boom. The Le Meridien in
Dubai and Saudi Arabia are considered as one of the biggest Le Meridien Hotels.

Later on in 1990 Air France sold 43% of its hotel t on development. Later in 1994,
the chain was sold to Forte. Later on in 2001 Forte sold it to Global Hospitality Known as
the Nippon group of JAPAN.

All the above rooms are with complimentary Buffet at the Le Brasserie, our
Coffee Shop. However airport transfer are only offered with Royal clubs rooms and
above.

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PROJECT AT A GLANCE

Name of the Hotel : LE MERIDIEN, Bangalore

Star Category : 5 Star Hotel

Location and Address: Located facing the golf course


Le Meridien 28 Sankey Road
P.B no 174 Bangalore – 560052
India

No of rooms and Category


Total no : 198

Sellable rooms : 195

Corporate Rooms : 58

Deluxe Rooms : 68

Royal Club Rooms : 39

Twin Bed Rooms : 22

Royal Club Suites : 10

Executive Suites : 3

Non Smoking Rooms: 14

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Outlets and Other Facilities

RESTAURANT - LA BRASSIERE (24 hrs coffee shop)


F – BAR
INSOMNIA

BANQUET HALL - CORNET


UTSAV
ORCHID
EMBASSY
SENATE
DOMINION

OTHER FACILITIES - HEALTH CLUB


MASSAGE
DOCTOR ON CALL
24 hrs CURRENCY EXCHANGE
CHAFFER DRIVEN CARS

OWNERSHIP OF
HOTELS - In association with NIKKO group of Hotels

GENERAL MANAGER
OF LE MERIDIEN - Mr. Suresh Badlaney

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Guest Room Information

Superior –

All rooms were refurbished in 2001 and are available with either a king-size or
twin beds. The bedrooms are very spacious, at approximately 32.52 square metres, and
also have plenty of storage space. All rooms can accommodate an extra bed and are very
popular with our family guests as they also interconnect to other Superior bedrooms. The
bathroom features all the amenities, with a bathtub and shower, hairdryer and magnifying
shaving mirror. Our bedrooms offer a golf course, pool or green view. All rooms have a
high security electronic locking system with 'Dialock' facility.

Executive Suite --

these suites are elegant and spacious, with an area of 46.46 square metres,
accommodating separate seating and dining areas and a king-size bed. Ideal for both the
business and leisure traveller, these suites are also well suited for families.

Royal Club Room

these bedrooms are on Le Royal Club Executive floor, with enhanced facilities.
The entire floor is dedicated to meeting the exacting demands of our discerning business
travellers, including a separate check-in area, express check-in and check-out facility,
valet service and a dedicated business lounge for business as well as happy hour. The
bathroom features enhanced amenities, with a bathtub and shower, hairdryer, magnifying
shaving mirror and a jacuzzi in some rooms.

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Royal Club Suite

elegant and spacious rooms, with an area of 46.46 square meters, accommodating
separate seating and dining areas with all the features of Royal Club rooms.

Deluxe Suite

the Deluxe Suites comprise two elegant and spacious rooms, with an area of 85.5
square meters, and are tastefully furnished with a complimentary minibar. A few of these
suites also have a kitchenette and a separate bar counter. The bathroom features enhanced
amenities with a separate bathtub and walk-in shower.

Room Features and Measurements

Deluxe Room:

The measurements of the room are as follows 35.52 sqmts. The room offers Pool
as garden view.

The Royal Club Lounge:

It is a Lounge for esteemed guest of the Royal Club floor. The Lounge is open
From 10 am to 7 PM with complimentary service of Tea and Coffee. Evening Cocktails
are served complimentarily from 6:30 PM to 8 PM. There is Internet Services available
for the guest at the rate of RS 5.50 per min.

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In-room Amenities

• 24-hour room service

• Air conditioning

• Alarm clock

• Bathrobe and slippers

• Cable movies

• Complimentary newspapers

• Computer Data port (on request)

• CD player

• Fax machine

• Free nightly shoe shine

• Fresh fruit

• Full-length mirror

• Hairdryer

• High-speed Internet access

• International direct dial telephone

• Interconnecting rooms

• Iron and ironing board

• Laundry service

• Microwave (on request)

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• Minibar

• Refrigerator

• Remote-controlled cable television

• Safety deposit box/In-room safe

• Satellite television

• Smoke detectors

• Sprinkler system

• Stereo/Hi-Fi/CD player (on request)

• Tea and coffee making facilities

• Turndown service

• Umbrellas

• Voicemail

• Voltage 110/120

• Wake up call

Services

• 24 hour one touch service for all your needs


• Currency exchange.
• Safe deposit lockers.
• Doctor on call.

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• Baby sitting.
• Valet service.
• Indoor car parking.
• Laundry service.
• Banquets and meeting space.
• DVD/ FAX machine / Laptop on request.
• Secretarial service on request.

Hotel Amenities

The hotel incorporates all the amenities that you would expect in a Le Meridien
hotel including:

• 24-hour Front desk and Concierge desk

• 24-hour travel desk/travel and tour desk

• Barber shop

• Beauty salon

• Bellman and porter

• Business center and secretarial service

• Car rental desk

• Chemist/Pharmacy

• Currency exchange

• Disabled ramp and wheelchair access

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Operational Aspects Of Le Meridien Le MEREDIEN

• Doctor on call

• Elevators

• Express check-in / check-out

• Florist

• Gift shop

• Newsstand

• Non-smoking rooms

• Nurse (on call)

• Outdoor ad indoor parking

• Valet parking

Children

Children under 12 years, sharing parents' room, are free of charge. A babysitting
service is available on request.

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Aims, Objectives, Methodology and Scope

Aims & Objectives

This project is based on the operational aspects of Le Meridien Bangalore


and it reflects the details of various departments there functioning and location in the
Hotel. The services provided by various departments, the equipment’s they use, their
staffing and the coordination between various departments are also studied.

Methodology

There are two data collection methods

1. Primary data collection.

Collected by interviewing personnel of different department of the hotel


and with the help of questionnaires.

2. Secondary data collection

Collected from periodical books and journals relatively to hotel industry

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Limitations:

1. Hotel does not reveal strategic information

2. Time constraints in collecting data from different sources.

Scope:

1. It helps to have an outlook on the accommodation and facility provided by


the hotel.

2. Study each department in detail and learn is functions.

3. It helps to get a general idea of hotel industry.

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FRONT OFFICE

The Front Office is the nerve center of a hotel property. Communication and
accounting are two of the most important operations in the front desk operation. Effective
communications with guests, employees and other departments of the hotel-are
paramount in projecting a hospitality image, answering guest inquiries about the hotel
services and other guests, marketing and sales departments requests for information on
guest room availability, house keeping department inquiries concerning guest
reservations are but a few of the routine tasks performed almost constantly by a hotel
front desk in its role in communications hub. Accounting procedures involving charges to
registered and non-registered hotel guest accounts are also very important in the
hospitality field. Itemized charges are necessary to show the break down of charges if a
guest questions a bill.

Services for which fees are charged are available 24 hours a day in a hotel
property. Moreover, because guests may want to settle their accounts at any time of the
day, accounts must be current and accurate at all times. Keeping this data organized is top
priority of a good front office management. The front office is responsible for the hotel
rooms through a systemic method of reservations followed by registrations and assigning
of rooms to guests. The profit percentage form sale of rooms is very high.

The front office in a hotel holds prime importance in view of the basic nature of
business of a hotel that is to sell rooms, revenue collected form the sale of rooms
contributes to more than 50% of total hotel sales. The profit percentage from sale of
rooms is very high. It has a complimentary role in image building.

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HIERARCHY

Front Office Manager

Lobby Manager

Front Office Executive

Guest Relation-Executive (GRE)

Front Office Telex Operator Reservation Bell Desk Cashiers


Assistants Assistants

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Sub Sections of the Front office Department

The Front Office may be sub divided into 7 main departments, they are namely:

•Reservation

•Reception

•Information/Concierge

•Front Office Cashier

•Night Auditor

•Telephones

•Business Center

This department takes care of all the functions in the front office by taking
reservations, registering guests providing information the guests during their stay in the
hotel. A study of each section is suited in detail.

Reservation

This is a section of the front office, which is the hub of the department, requests
for reservation of the room from various sources and the information is processed,
properly documented, stored and retrieve at the appropriate time induce a guest his room
upon arrival. Rooms being a highly perishable commodity (as the sale of rooms is linked
with a time element) it is the duty of the reservation department that rooms are not
allowed to perish.

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Modes of Reservation

The different modes of reservation are as follows:

•Letters

•Telex

•Telegrams

•Telephones

•In Person

•E-Mail

•Fax

Sources of Reservation

The usual sources from which reservation sources are airlines, wholesale tour
operators, travel agents (local and foreign), free individual travelers, groups, companies
leading hotels of the world trust, instant reservation system, sales department, embassies,
and institutions.

Types of Plans

A plan is a package proposal of rooms and meals, and some times even travel. A
European plan will include only a room whereas the rest of the services would be charged
for American plan, which would include meals-usually breakfast and the evening meal as
well as the room rental included in the room rate. The packages offered by the hotel are
inclusive of a airport transfer, breakfast at the citrus and the room rate.

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Guest History Card

This is done in order to give a guest extra attention and special care. It's usually
done for repeat clientele. For example some guest may like a non smoking room and
some may like a hard mattress. This is where the front office informs the housekeeping
department or the relevant department that special care must be taken in order to ensure a
comfortable, carefree stay at the hotel. All such information is maintained by the front
office and is fed into the computer.

Rates followed by Reservation

A Rack Rate

This is the highest room rate charged by the hotel. It is the rate given to the guest
who does not fall into any particular category, such as a walk-in guest who requests a
room for the night.

Corporate Rates

These are room rates offered to business people staying in the hotel. This can be
further broken down into Business people who are frequent guests (a specified number of
visits per week or per month) and guest who are employees of a corporation that has
contracted for a rate that reflects all business from that corporation.

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Commercial Rates

These are room rates for business people who represent and have infrequent or
sporadic patterns of travel. Collectively this group can be a major segment of hotel guest
and thus warrant a special rate.

Military and Educational Rates

These are room rates established for military personnel and educators, because
they travel on restricted travel expense accounts and are price conscious. These groups
are a source of significant room sale because their frequent visits may supply a sizeable
amount of repeat business.

Group Rates

These are rates offered to a large group of people visiting the hotel for a common
reason. The marketing and sales department usually negotiates this rate with a travel
agency or with a professional organization.

Family Rates

These are room rates offered to encourage visits by families with children. This
rate is offered to families during seasonal or promotional times.

Half-Day Rate

A room rate based on the length of stay of a guest, which is applied to guests who
use a room only for 3-4 hours in a day.

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Operational Aspects Of Le Meridien Le MEREDIEN

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
confirmation letter that may be sent either through e-mail or through fax and then the
room may be blocked for the following dates.

Billing may be direct or indirect; increase of direct billing the guest pays for all his
expenses through his personnel account. In indirect billing the company pays on behalf of
the guest, a letter of a fax must be sent by the company on its letterhead stating the mode
of payment. If payment be made after a certain period of time, or on behalf of the hotel a
on time credit authorization slip is filled up and signed by the finance manager and also
by the marketing and sales manager. 3 copies are made and filled in the necessary files.
The reservation forms are clotted according to dates and alphabets of the guest lasts
name. Special importance is given to group reservation; a reservation assistant is
appointed as the group coordinator and will carry out all the operations relating to the
group and will coordinate with the marketing and sales person or with the travel agent
who has made the reservation.

Reservation codes

Reservation codes are a sequential series of alphanumeric combinations that


provide the guest a reference for a confirmed or a guaranteed reservation. This code
indicates that accommodation has been secured for a specific date with a commitment to
pay for at least the first room night. The code will identify the hotel chain/referral group,

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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 sales for a specific
period of time, is naturally the next step after the data form the reservation process has
been collected, this step includes previewing the effects of reservation on the income
statement, scheduling labor, and planning for use of facilities. This process of projecting
sales and related expenses is very important to the successful management of the hotel.
This information is also important to the financial controller, General manage and to the
owner of the hotel. They use this information in managing the finances of the hotel; it is
also used to project the yearly or quarterly financial projections.

RECEPTION

Here is where the first opportunity where the hotel meets the client face to face. At
this time all the marketing efforts and computerized reservation systems should come
together. The front desk clerk that is well trained must be able to portray the hotel in a
positive manner. This good first impression will help ensure an enjoyable visit.

The first step in guest registration process begins with capturing the guest data
such as name, address, zip code, length of stay, company affiliation etc. This information
is needed to maintain the guest history. The various departments in the hotel also require
this information to provide various guest services. The registration process continues with

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the extension of credit, room selection, room rate application, and opportunity to sell
hotel services, room key assignment and folio processing. Continually efficient
performance of the registration process is essential hospitality for all guests and
profitability for the hotel.

Registration Card

The registration card provides the hotel with the guests billing instruction,
information on the check out time, and room rates. Even if the guest has a reservation, the
completion of the registration card is important as it verifies the spelling of names,
address, phone numbers, anticipated date of departure, number of people in the party,
room rate and method of payment.

Guest Registration Procedure

1. Guest request to check into the hotel

2. Front desk projects hospitality towards the guest.

3. Front desk clerk inquires about the reservation.

4. Guest completes registration card.

5. Front desk review's completeness of registration card.

6. Front desk clerk verifies credit.

7. Front desk clerk makes room selection.

8. Front desk clerk makes the room assignment.

9. Front desk clerk assigns room rate.

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Operational Aspects Of Le Meridien Le MEREDIEN

10. Front desk clerk discusses the sales opportunities for hotel products and services to
the guest.

11. Front desk clerk hand over the key card.

12. Front desk clerk process folio.

Room Inventory

A room inventory systems is maintained by the reception which involves constant


updating and checking the data base that indicates the house keeping status term which
means availability of a room, such as occupied (guest or guests that are already
occupying the room) stay over, on change, out of order, and available. This fact of
registration requires constant communication efforts among the front office, house
keeping, and maintenance and reservation staff.

Night Shift

During the night shift, one duty manager, one receptionist, and one cashier are on
duty. They perform the following work.

• Print the following days arrival and registration cards.

• Tallying the arrival and departures in the respective registers.

• Maintaining the cash position.

• Entering the foreign guest name in the FRRO register.

• Entering all the receipts and paid outs of the guest.

Register Files and Formats

•VIP register

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Operational Aspects Of Le Meridien Le MEREDIEN

•House keeping discrepancy register

•Room report

•Complimentary room report

•Guest History in Alphabetical order

•Registration Card File

•'C' forms

•Reservation Correspondence

•Reservation Forms

•Registration Cards

•Rate Master Files

•Reservation Slips arranged in accordance to date and alphabetically

•On time credit authorization file

•Complimentary Cards

INFORMATION AND THE CONCIERGE

This section of the front office department is responsible for providing extensive
information on the services of the hotel as well as on entertainment, sports,
transportation, and baby-sitting in the area, tours. The information assistants must know
the area intimately and must be able to meet the individual needs of the guest. The
information desk is stationed in the lobby.

The information assistants also do bookings for air, rail and road transport.

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Operational Aspects Of Le Meridien Le MEREDIEN

The word concierge in French also means doorkeeper or porter literally the word
concierge describes a place where luggage is handled the concierge is well staffed.

The bellboys are in charge of picking up the guest luggage form the car and
placing them inside the desk area and escorting the guest to the reception and after the
registration process is over, the bellboy then escorts the guest to the room.

The bellboys are well versed with the facilities and services of the hotel and as
they are always in direct contact with the guest and also market the facilities of the hotel
they must also have a good command over English.

Bell Boy Errand Card

Once a guest checks in, a bellboy errand card is filled in which consists the name
of the bellboy, the date, time, the number of luggage pieces a copy is made of the card.

When the guest checks out the bellboy and the receptionist is intimated. The bell
boy is sent to the room assist the guest in carrying his or her luggage, he makes a
personnel check of the room and escorts the guest to the reception the errand card is then
filled and signed by the lobby manager.

Functions of the Bellboys

• To delivery guest mail.

•Page the guest in the hotel and lobby

•Check for any disruptions in the rooms.

•Distribution of the newspapers.

•Maintain the supply of tablets and a first-aid kit.

•Help the security with unruly elements.

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•Checkroom on guest departure.

•Performs any errands as per the requirements by the management and guest.

The bell desk coordinates with the:

•Front Desk

•Security

•Porch.

•House Keeping

•Maintenance

•Cashier

CASHIER

The position of the cashier includes processing guest checkouts and guest legal
tender and providing change for the guest. This position helps to make the front desk load
manageable when a full house.

The front office cashier plays a very important role in the functioning of the hotel;
it is the last point of contact, where the guest settles his bill, either by the selected mode
of payment standardized by the hotel.

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He cashier is provided with his own computer, credit card swipe machine, printer
and other forms and formats. A master bill is opened as a guest checks in to the hotel; it
contains the name of the guest, the arrival date, and departure date, the type of room, and
details regarding payment. Therefore the hotel adopts certain safe guards, which are as
follows:

1.A credit card that is officially recommended is accepted.

2. Guests are asked to settle bills by not raising any more credit over the limit.

3. Care is taken while accepting cheques.

4. In cases where the bill has to be settled by the company the hotel has receive a
confirmations letter has to be sent from the company stating the required.

Duties of the Cashier

•Posting charges into the guest folios

•Settling guest bills

•Handle Credit Cards

•Encash foreign exchange, as per regulation

•Preparing the cashier report

NIGHT AUDITOR

The night audit is the control process whereby the financial activity of the guests'
accounts are maintained and balanced. This process tracks the charges and payments and
the departmental receipts and charges. This working definition encompasses not only the
mechanical proofing of tool and charges and payments but the further review of account
activity by the management. The front office manager will be able to monitor all the

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credit activities of the guest, project the daily cash flow from room sales, and monitor
actual sales for various departments.

The night auditor balances the daily financial transactions. This person may also
serve as a desk clerk for the night shift. This individual must have a good grasp on
accounting skills and the ability to resolve financial discrepancies. This position requires
experience as a desk clerk as well as good communication as with the controller. The
night auditor has many responsibilities in addition to these to preparing the night audit
report, the position also includes checking in and checking out guest after 11 pm,
processing reservations, performing the duties of the security guard, monitoring the fire
safety systems, acting as the cashier for the banquet functions, and performing the duties
of the manager on duty. The night auditor acts, as communication link between the guest
and hotel operations during the night. This is a very important position within the front
office.

The Night Audit Process

The night audit is not one of those reports that will be put on the shelf and
forgotten. Management use this to verify the integrity of the guest accounts and review
the operational effectiveness, which is the ability of a manager to control cost and meet
profit goals.

The six basic steps involved in preparing the night audit:

1. Posting room and tax charges.

2. Assembling guest charges and payments.

3. Reconciling departmental financial activities.

4. Running the trial balance.

5. Reconciling the account receivable.

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6. Preparing the night audit report

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 is also expected to deal with crises.

With the introduction of call accounting, a computer technology that tracks down
guest phone calls and directly posts the billing charges to their account, with this it has
made the telephone operators job much simpler and faster.

It is a department that has to be handled very efficiently round the clock, all the
calls have to be attended promptly and politely. Not only does the operator acts as a
means of communications to the hotel, but also creates an impact on the mind of the
caller. The qualities of the operator include:

• A polite tone

•Clear and correct communication

•Remembrance

•Secrecy

•Co-operation

•Accuracy

•Alertness

•Knowledge of the Hotel

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•Up selling techniques

The location of this department is in the back office, connected through the
reservations. There are generally 2 to 4 operators in each shift other 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:

•Front Office -Reservations, Information, Registration

•Accounts

•Food and Beverage Departments

•House Keeping

•All the other departments and the guest rooms

Apart from their daily functions the telephone department performs other
functions such as:

•Giving wakeup calls.

•Checking the reminder wakeup calls.

•Checking the local and international calls made.

•Posting the readings to the cashier computer or otherwise.

•Keeping an account on the in-house calls.

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•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 '0' has to be dialed for operator assistance, the number '0' has to be
dialed for the dial tone, this facility is provided at the banquet floor, reservations, lobby
area and the sales departments.

BUSINESS CENTER

The business center is open round the clock, it is fully equipped to meet the needs
of an international business traveler, and it is located on the 1 level of the hotel. It is open
to all guest and outsiders for the use of fax, photocopies, printing, typing, internet,
lamination etc.

2 people, the morning and the second shift manage the business center.

The facilities at the business center are:

•24 Hours

•Conference Room

•Secretarial and Typing Services

•Photocopying

•PC Use

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•Internet connection

•Audio/Video equipment

•Binding and Lamination

•Mail and Courier Service

The hotel levies a tax on all incoming and faxes for the in-house guests or the
departments of the hotel. An account of all the faxes, photocopies, and Internet charges
are all manned in a register and handed over to the front office manager. The business
center has its own billing facilities.

The business center co-ordinates with:

•Reservation

•Information

•Banquets

•Marketing and Sales

•Food and Beverage Room Service

Equipments

List of Front Office equipments used :

• Fax Machine

• Telephone

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• Computers

• Information Rack

• Whitney Rack

• Credit card Imprinter

• Printer

• Pagers

• Key Card Maker

• Magnetic Strip Reader

HOUSE KEEPING

The housekeeping department in the hotel is responsible for the cleanliness,


maintenance and aesthetic upkeep of the entire property form the entrance area to the
farthest basement of the hotel. The prosperity of the hotel is on giving it a continues
patronage not only because of this attractive advertisements and expensive decor. It is the
care shown in locking after the smallest detail of cleanliness, promptness of service and
cheerful staff that remains as a memory of a fine hotel and which ensures its flourishing
business.

HIERARCHY

Executive Housekeeper

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Assistant Housekeeper

Linen & Desk Control Floor


Uniform Supervisor Supervisor
supervisor

Room Attendants

Apprentice

JOB DESCRIPTIONS

Executive Housekeeper

The executive housekeeper 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 houseman must be thoroughly trained in cleaning
techniques. The executive housekeeper is responsible for maintaining and controlling the
endless inventory, which includes linen, soap, guest amenities the executive housekeeper
like must keep abreast of new ideas and techniques through trade journals and continuing
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

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supervision at all levels.

•To set 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 department expense within budget, careful selection of material their
storage, and economical use by her and the team are essential.

•To attends to guest complaints and requests promptly and takes not of the quality
standards rendered to them.

•To translates the management policies to all the staff working in the department and to
maintain an effective communication flow both upwards and downwards.

•To attends the departmental meetings on a regular basis.

FLOOR SUPERVISOR

The main areas of responsibilities of the Floor Supervisor are:

•To make note off and to keep a personal check on the expected departures, 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 housekeeper.

•To give briefing and allotting work to the room boys each day.

•Programs the closing schedule for room boys.

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•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 logbook on jobs completed and pending jobs with reasons of delay.

ROOM BOY

•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, 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 leakage's or fuses to the housekeeper.

HOUSEKEEPING DEPARTMENT & DIVISIONS

The housekeeping department can be divided into various sub divisions. These
divisions are:

1. Floors

2. Public Area

3. Linen and Uniform Room

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4. The Laundry

5. The florist

6. The housekeeping 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 staircase. The pantry stores all clean rooms
linen, guest linen, other amenities and magazines. The room boy must take an account of
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

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that of a spotlessly cleaned and comfortable guest room. There are 2 room boys allotted
to each floor, before the cleaning takes place, the trolley is arranged for the shift. The
trolley will contain :

•Soap bars

•Dental Kit

•Cleaning Agents

•Hotel Magazines

•Buckets and Brushes

•DND cards

•Laundry Slips

•Shoe Shine Slips

SERVICING THE GUEST ROOMS

•The houseman is supposed to ring the bell and announce housekeeping wait for the
reply. Again ring the bell after ten seconds if there is no response, open the door
and excuse yourself if the guest is in the room.

•Enter the room and switch of the air-conditioner.

•If there are used trays call the room service for clearance.

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•Check all the electrical fittings, furniture and other articles, if damaged report to the
Control Desk.

•Incase of departure room, check for any item left by the guest. If any hand it over to the
security.

•Empty the ashtrays and replace.

•Remove the other waste such as newspapers magazines etc.

•Incase of departure room strip the bed collect soiled linen fold it and put it into the linen
bag.

•Dust all the furniture using dry duster.

•Hang articles of clothing clearly neatly in the wardrobe.

•Replace all used supplies and amenities with fresh ones.

•Clean the bathroom.

•Vacuum the carpet.

•Close windows and draw curtains.

•Switch on the a/c.

BATHROOM CLEANING

•Dust the frame and the glass pane and clean the fixtures.

•Collect used soap.

•Put toilet cleaner in the W.C. and allow it to attend for 20 min.

•Clean bath tub and shower.

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•Wipe wall tiles with a damp cloth. Paying attention to the top edges.

•Wash with the detergent the bath and the fixtures.

•Wipe shower curtains.

•Cleaning the W.C. paying attention to the seat.

•Wipe the mirror with lint less cloth.

•Dust and clean the bin. Replace both supplies and the linen.

PANTRY

It is used to store the cleaning agents, guest supplies and room linen. The pantry is
located in the third floor. House keeping boy uses chambermaid's trolley.

CUPBOARDS

To store the guest supplies cleaning agents and equipments, shelves and racks are
used to store fresh linen. Since the floor pantry is used to stock expensive items like linen
it is always locked at all times when not in use. The key remains with the room attendant
of the particular floor.

Sizes of the linens :

•Single bed sheet 72"x 108".

•Double bed sheet 108"x 108".

•Single night spread 72"x 72".

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•Double night spread 1 08"x 1 08".

•Pillow cover 20"x 34".

•Bath towel 30"x 60".

•Hand towel 16"x 25".

•Face towel 12"x 12".

•Bath mat 20"x 30".

Wattage of bulbs used:

•Bedside bulb -100watts.

•Writing table -100watts

•Standing lamps -100Vv.att5.

•Bracket lamp -60watts.

•Spot lights -60watts.

•Chandelier lights -60watts.

•Vestibule lamps -60watts.

Amenities placed in a room

Behind the main door:

•Please clean my room card.

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•Privacy please card.

•Collect card.

In the wardrobe:

•Hangers -10.

•Blanket -1.

•Laundry bangs -2.

•Bedroom slippers.

•Skirt hangers -2.

•Tie hanger- 1.

•Happy gown.

On the writing table:

• Phone.

•Directory of service.

•Room service menu card.

•Compendium (stationary folder)- pen, envelopes- 4, fax sheet- 2,letterpad- 2, comment


card- 1, rules and regulations.

•Fax machine.

Bedside table

•Phone.

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•TV remote.

•Yellow pages.

•B/f card.

•Scribbling pad.

•Pencil.

•Lampshade.

•Good Knight mat.

On the coffee table:

•Newspaper.

•Le Meridien magazine.

•Time magazine.

•Bangalore fortnight.

•Fruit basket.

•Chocolate.

•Ashtray & matchbox.

I the bathroom:

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•Hair dryer.

•Gargle glass.

•Soap 50g.

•Dental kit 1.

•Comb 1.

•Shoeshine pad 2.

•Loofah bar.

•For your care.

•Body talc.

•Honey body cleaner.

•Face cleanser.

•Morning nectar.

•Green apple shampoo.

•Face towel 2.

•Hand towel 2.

•Bath towel 2.

•Paper roll 2.

•Bath mat 2.

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EQUIPMENTS USED FOR CLEANING:

•Carpet shampoo brush.

•Scotch brite scrubber.

•Lavatory brush.

•Long handle mops.

•Long handle brush.

•Soft brooms.

•Vacuum cleaners.

•Water pushers/ squeezers.

Second Shift

In the second shift the room boys perform the turn down service. The following is
done in this respect.

•The room boys are allotted their area of work

•All the floor pantries must be replenished with the amenities and supplies.

•A count is taken of the linen used on each floor and crosschecked with the amount
indent for.

•The maids' trolley is rearranged.

The following is done during the turn down service

•The curtains are drawn.

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•The bedspread is removed and folded, and kept in the drawer.

•The pillows are placed as to rest on the headboard.

•The due cover is folded to make a 900 fold on the right side of the bed the breakfast card
along with a flower is placed on the fold.

•The television cupboard is opened and the remote is placed on the bedside table.

•A bottle of mineral water is placed along side a glass on the bedside table.

•The light is dimmed, to set the right mood.

•The bath mat is placed outside the shower cubicle.

•The W.C is cleaned and wiped dry

•The linen and amenities are replaced

Night Shift

The night shift begins at 11 pm to 8 am in the morning. In the night, basically the
whole hotel is cleaned up, which includes, dusting of the furniture, vacuuming cleaning
of the carpets, they also disinfect the telephones with dettol. The banquet halls are also
cleaned.

During the night there are 2 housekeeping supervisors on duty, one of them sits at
the control desk, to receive calls while the other supervisor, goes on rounds, supervising
the work, done by the other housekeeping staff.

The Room Boy work Sheets are prepared, the logbook has to be filled in the hand
over is made to the morning shift at 8 am.

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Public Areas

The public area at the Le Meridien includes:

•Lobby area

•Lounge and porch area

•Restaurants

•Banquet Halls

•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.

•Daily cleaning the door and door handles

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•Vacuuming of the carpets in the night shift and brushing them as and when dirty.

•Door glasses must be cleaned as whenever smudged with finger prints.

•Periodic cleaning of the house phones.

•Dusting of the furniture.

•Cleaning of the porch area, by sweeping and mopping.

BANQUET HALLS

•The cleaning of these areas is as 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 dusted on a weekly basis.

•Polishing of the door handles must be done daily.

•Shampooing of the carpets must be done during the night shift.

•The lighting and air-conditioners must be kept under constant check.

Procedures for Linen Control for 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 form for the difference.
The linen room supervisor then signs this requisition and replaces the linen at each
pantry.

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Food and Beverage Linen

All the F&B outlets that 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

•Napkins

•Salver Mats

•Doilies

•Table Frills

•Table Mats

•Kettle Warmers

•Service Clothes

•Dusters/Wiping Clothes

Method of Keeping Control of F &B linen is as follows

The solid 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 in avoiding any 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
form 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 et is

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collected on exchange.

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 Covers

THE HOUSEKEEPING DESK

The housekeeping desk is the nerve center of the housekeeping department. It is


the center of communication for the entire 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 house 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 board at the
control desk before proceeding to work. To keep themselves updated with al the
happenings of the hotel. After the shift the room boys have to make a hand over at the
control desk, hand over the pagers and leave for the day. The desk housekeeper keeps a

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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.

Register maintained in the departments:-

1) Room occupying sale:- All room occupancy reports are necessary so that the house
keeper can anticipate the level of work load so as to provide necessary staff

2) Log book:- It is the most important register because it is in this register the
instructions to the staff as next shift are written. The supervisor at the beginning as
any shift for instruction refers to this logbook by the staff as these previous shifts.

3) Lost and found register:- This book consists of all the information, regarding the
lost item such as the colour, the lost item name, place sound by, time etc. the lost
item is received in the register and banded over to the security departments.

4) Carpet shampoo register:- In energy hotel the carpets are shampooed at regular
interval in order to maintain and to improve their life. The dates are maintained in
these register which makes it convenient for the staff to distribute their work
accordingly.

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5) Complaint register:- the desk controller handles this register. All the complaints or
requirements, which have to be looked into, are written down long with the time.
The desk controls inform the floor supervisors to look into these requirements.

Co-Ordination with Other Departments:-

1) Front Office:-
For selling rooms efficiently there must be a constant exchange as
information between the two departments with prompt exchange as
information there is less likelihood as mal function arising between the two
departments

2) Engineering and Maintenance:-


The sell relatable to rooms should be reported as early in the day as
possible. It is a good relation in there it is more likely the problem will be
deal with promptly.

3) Food and Beverage Service:-


Co-operation here mainly deals with the lines while the keepers need to
home sufficient stock to meet the demands of the restaurant. The restaurant
manages must ensure that the lines is not misused.

4) Security:-

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Co-Operative is concerned with prevention of fire, theft, safe responding


etc, These must be security needed at the floors in such a situation
coordination is important.

THE FOOD AND BEVERAGE SERVICE DEPARTMENT

This is one department in the hotel, which earns revenue for the hotel. After the
front office it is the service outlets that earns the most revenue. The food & beverage
manager leads this. In case of this hotel it is Mr. SAM. Under this all the restaurants
coffee shop, bar room service and bouquets are included. Therefore it is of great
responsibility of Food & Beverage manager to see that there is smooth flow of all these
departments like housekeeping, front office, kitchen, stores and purchases, engineering
etc.

In case of this hotel various outlets of Food & Beverage are:

 24 hrs coffee shop

 The F-bar

 The INSOMNIA

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 Banquet halls : Cornet


Utsav
Embassy
Orchid
Senate

The Hierarchy in the service in a whole is likewise

Food & Beverage Manager

Asst. Food & Beverage Manager

Restaurant Manager Coffee Shop Manager Banquet Manager Room Service

Senior Captain Senior Captain Senior Captain SeniorCaptain

Captain Captain Captain Captain

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Steward Steward Steward Steward

Trainee Trainee Trainee Trainee

Description of Food and Beverage Manager

The food and beverage manager is responsible for the efficient operations of all
the outlets of the hotel, 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 an eye on the new tends 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.

The F & B outlets at Le Meridien are


COFFEE SHOP (LA BRASSERIE)

This is one of the outlets in the hotel. It operates round the clock. There is a
Breakfast buffet arranged from 7:00 to 10:30 am. It is charged RS 350 per Person. This

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shall have juices, toasts, flakes milk and beverages. There are also fresh fruit cuts. There
is a sport spot where eggs to order are served. The Orders like scrambled egg, hamlet, is
served. There is noon lunch buffets are Arranged. The charges is RS 495 + taxes per
person. There shall be 2 soups, 4 non-vegetarian, 4-6 vegetarian dishes, juices and salad
and spot in the Restaurant where each day there is BRUNCH which costs RS 495. It is
only on Sundays. There shall be more no of dishes in this buffet.

The coffee shop has 116 in total. There is space for the band and also daily
from 7:00 PM to 11:00 PM there is a live band playing.

It has a storeroom between the kitchen and restaurant. It has all the par stocks Of the
glassware’s, liquors kept here. There is a service bar behind the Restaurant where all
kinds of drinks are stored. They have champagne stands, bread toaster, and various
compartments for dishes like sauces, honey. It has a box in which the soiled napery is
dumped. The napery’s so dumped are later taken to the housekeeping and they collect
fresh ones in exchange at anytime the department open.

Each time cutlery and crockery is kept washed and wiped by the stewarding them all
stocked into stations equally. The tips that are given by the guest are pooled and
distributed between everyone except the trainees. The distribution is done on the basis of
point system. In this points are highest for senior most is the captain and then
reduces as seniority and apprentice trainee gets the least point.

The payment of the guest differs if the guest is an in-house guest then the bill is typed and
bill is given to guest and he is supposed to sign I with his room number. Later bill goes to
reception where it is placed in the respective folder. If the guest is an outsider the guest ha
just comes to have food then guest is supposed to pay for it. If guest uses credit card it is

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important that person whoever collects it must swipe the card to know the validity. Then
it is forwarded to avail department where the collection part is done.

Hierarchy of coffee shop is as follows:

Restaurant Manager

Captain

Senior Catering Assistant

Supervisor

Head Waiters

Contract Waiters

Apprentice

Trainees

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A simple procedure that is followed when a guest comes in restaurant is as

Follows:

 The guest is wished and welcomed to the seat.

 If there is a woman she is helped with the chair to sit or person who hosts the
party is helped.

 Firstly serve water to entire guest.

 Then show menu and if possible tries to upsell.

 Write down the dishes ordered and repeat when they finish.

 Fill the water gobbet when they finish it upto the half.

 When they are about to finish the meal examine whether they need anything
more.

 When they order extra then order should be placed in kitchen as a winning
order so as to receive it faster.

Settle the bill accordingly and wish the guest when he is leaving and also welcome
him.

The service procedure in the restaurants in the Le Meridien :

When the guest arrives in the restaurant, he/she is greeted to the time of the day
and asked if they have a reservation or not. If yes, they are escorted to a particular table
otherwise the guest is allowed to select a table of his own choice. After the guest is seated

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the menu is presented. Before presenting the menu the guest is asked if he wanted bar
menu, snacks menu, or the main course menu. When the guest specifies the type, the
menu is presented from the right hand side and the order taken.

After taking the order, the KOT is printed. Each captain and steward is
given a swipe card that opens the KOT printer, in the kitchen that helps the chef to know
the order. The same procedure is followed in the bar. Once the food is ready its kept on
the counter for pick up. The steward picks up the food and serves it to the guest. After the
guest has finished, clearance is done and the bill presented.

Room Service:

The room service operates 24hrs. The shift of service personnel is 9hrs. There is a
captain, a supervisor, and the service staff and apprentice trainee. There is a separate
room service menu that is kept in each room in every floor. They also provide a breakfast
tag, which is to be hung on the doorknob by the guest. The room service boy that does the
night shift by 3am collects these tags. These orders are placed at their respective time and
delivered as the time specified by the guest.

The room service kitchen is within the coffee shop kitchen where they place their
orders too. When they get an order they take second copy of KOT to kitchen and gives it
to chef who announces it to the respective kitchen. Then they set the tray that has to be
taken to the room. Where dish is ready the dish is placed in the tray with its
corresponding accomplishments and supervisor checks the tray after which the boy takes
it to the room.

The procedure followed

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•The guest calls the room service and places the order.

•The RSOT (room service order taker) takes the order and writes it in the order book. The
order book has name date and room no.

•After the order is taken, the RSOT prints the KOT. Each section of the kitchen is
provided with a back up printer for identification of the order.

After the tray is set, the order is picked up and delivered to the rooms. Before the
order is picked up it is entered in the control sheet. The control sheet has the time on
which the order was picked up and taken to the room. This helps to know the time in
which the order was delivered.

When he returns ask to fill a register which consists of details regarding the room
no, time of receiving the order, time of collecting the order, time of delivering the order
and signature with name. The room service boy is given a fresh card everyday where he
fills up what duty he does and the rooms that he delivered in and the time he placed the
tray in the room and the time he cleared it.

The room service department is responsible for placing the fruit basket and
complimentary cookies and brownies in the rooms the requisition of which is made by
front office and checked by housekeeping during the evening service.

They set the fruit basket in the evening. They also check the complimentary drinks
that are provided in the room are they are supposed to refinish it. In case of this hotel the
minibar has 2 bottles of 7 up, 2 bottles of Miranda, 2 bottles of Pepsi, 2 bottles of
kingfisher, 2 Himalayan mineral water, 2 evian, 2 redbull and the basket contains, a pack
of lays, 1 kitkat, 1 dairymilk etc.

The captain handles the guest complaints. He then checks that the same fault is not
repeated again. The captain makes the duty chart. When the order is taken it is noted

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down in register for further classifications. There is a refrigerator in which beer soft
drinks, mineral water and the syrups are stored.

The main duty of the room boy when he is free is to set the tray for various
purposes. When he sets for a buffet menu he places a B & B place to the bottom left hand
corner with a teacup and sauces to the top left corner and sugar bowl filled with sugar
sachets and equals. When he sets it for the purpose of lunch as dinner he places a B & B
plate to bottom left hand corner with a napkin on top of it and above it will be a toothpick
a pair of service cutluries, a joint knife fork and spoon. When the order is taken to the
room the only thing the boy has to do is to keep the dish in the tray with its respective
accompaniment rest all is set in advance. Some of the accompaniments used are jams,
jellies and marmalades, sauces etc..

Placing complementary in the rooms:

Everyday the FO gives the VIP list to the room service department, which helps
them to know the VIPs in the hotel and also place the complementary in the rooms. The
complementary placed includes wine bottle in Le Meridien Club rooms. A requisition is
made to the pantry, which gives the fruits for the fruit baskets. After the fruit baskets are
arranged they are picked up and placed in the respective rooms. The clubrooms are given
wine bottles and fruit basket complementary as a management policy. Incase of a VIP
guest the room service manager personally checks the rooms so that there are no
complaints.

Briefing

The room service manager and the captain briefs the stewards before the
commencement of each shift.

Following points are covered

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•Grooming of the staff.

•About the VIP in the house.

•Allotting duties to the staff.

•Discussing problems if any, asking for suggestions from the staff.

•Inquiring about difficulties faced.

Mise - en - place

This is very important because the room service works round the clock. As soon as
the trays are cleared the used cutlery, crockery and other things are put in trolley that has
five shelves. When the trolley is full it is taken to the dishwashing area. When everything
is washed they are brought back wiped and kept in the respective places.

Night Shift

The nightshift starts from 10 : 00pm. It is night shift where most of the mise en
place is done. This is because orders that come during the night are limited. Setting up
trays, cutleries, crockery etc. printing out the day sales report and giving it to the front
office cashier. Arranging the room service pantry. A room check is done to collect the
breakfast cards. After all the cards are collected the orders are entered in the order book
and the trays are set up simultaneously.

Shift timings

First Shift - 7:00 am - 4:00pm

Second Shift - 1:00 pm – 10:00 am

Night Shift – 10:00 pm - 7:00 am


BANQUETS:

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The banquets is a place where large number of people get together for a party or
marriage or some conference etc. The banquet manager heads the banquets. In Le
Meridien (Bangalore) there are six banquets and of which one of the halls can be
connected into is two or one. It is because the one hall that is the cornet hall the main hall
having a capacity of the jsk standing peoples. The other halls are UTSAV, ORCHID,
EMBASSY, SENATE & DOMINION.

Types of functions

• Wedding and wedding receptions

• Conferences

• Seminars

• Board Meetings

• Work Shops

• Cocktail Parties

• Theme Parties

• Exhibitions

• Entertainment shows

After the initial meeting and booking confirmed the following points are noted:

•Type of function.

•Table plan.

•No. of packs.

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•Type of menu.

•Date.

•Price per head.

•Type of service.

A choice of menu is offered to the guest. The menu offered includes Indian,
Continental and Chinese. Once the booking is confirmed copies are made and are sent to
the different depts. of the hotel.

Menu Rates

The standard price of a menu on a per head basis is Rs. 425 / exclusive of
taxes ;these prices will very in accordance to the cuisine ,the number of non-vegetarian
items, the type of service etc.

The standard menu would include

• 3 varieties of salads

• Assorted Indian breads

• A Rich dish

• 4 Vegetarian Dishes

• 2 Non - vegetarian Dishes

• 2 varieties of desserts

• Papad / Pickle / Chutney

• Curd item

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The configurations of banquet halls are.

No of conference hall : 6

Total area:

 Cornet Hall : 76 x 82 (d) ht – 12.5 area – 6232

 Utsav Hall : 28 x 50 (d) ht – 17.10 area – 1428

 Orchid : 26 x 60 (d) ht – 10.8 area – 1560

 Embassy : 23 x 26 (d) ht – 11.4 area – 0598

 Senate : 23 x 36 (d) ht – 10.1 area – 0828

 Dominion : 86 x 35 (d) ht – 12.4 area – 3010

SEATING CAPACITY:

Cornet Hall:

 Theater style : 600

 Class room style : 180 – 200

 Board room : 75 – 100

 Dine & dance : 450

 U shape : 80

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 Reception : 700 – 1500

Utsav Hall:

 Reception : 50 – 175

 Theater : 60 – 75

 Class room : 35 – 40

 Board room : 35

 Dine & dance : 50

 U shape : 35 – 40

Orchid Hall:

 Reception : 100 – 125

 Theater : 130

 Class room : 60 – 70

 Board room : 40

 Dine & dance : 100

 U shape : 50

Embassy Hall:

 Reception : 25 – 30

 Theater : 30 – 40

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 Board room : 20

 Class room : 15 – 18

 Dine & dance : 15 – 20

 U shape : 20

Senate Hall:

 Reception : 50 – 60

 Theater : 60 – 70

 Class room : 45 – 50

 Board room : 30

 Dine & dance : 40

 U shape : 35 – 40

Dominion:

 Reception : 200 – 250

 Theater : 150 – 175

 Class room : 70 – 80

 Board room : 45 – 50

 Dine & dance : 75 – 100

 U shape : 55

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There are 2-board rooms in the business center where a maximum of 15 pack can
be accommodated. The conferences are also held in the halls of there are more no of
pack.

Types of Functions

The usual type of functions held are

 Wedding and wedding receptions

 Conferences

 Seminars

 Board meetings

 Work shops

 Cocktail parties

 Theme parties

 Exhibitions

 Entertainment shows

 Poof side barbecues

 Interviews

Audio Visual

The Leela provides some of the best, and latest in audio visual aid charges will be

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according to the type of equipment, and time period.

 3 M OHP

 OHP

 Carousel slide Projector

 Extra Tray

 Data Projector 640 x 480

 Data Projector 800 x 600

 SVGA/XGA/Led Data Projector

 Extra Channel with screen Video projector

 Videio Projector

 Dat player

 Laser Disc player

 29: colour T.V.

 21” Colour T.V.

 VCR with 29” color TV

 VCR with 21” Color TV

 CD player

 Beta Cam + B.V. portable Recorder

 Beta Cam deck

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 U-Matic (Low Band/High Band)

 VCR Multi system

 P A System/Mixer/Bose Speakers

 Music System set

 Two in one

 Cassette player

 VHS cassette

 Audio Cassette

 Audio Recorder

 Speaker with Amplifier, Mixer and controller

 Display plasma

 16 Channel Audio Mixer

 DVD Player

 LCD Player

 Cordless Collar Mike

 Extra Mike

 Cordless hand Mike

 Podium Mike

 Collar Mike

Function Prospectus

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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 shall. The FP will contain information regarding.

 Name of the booking party

 Date and time of the function

 The number of people expected and the number guaranteed

 The type of seating arrangements, the flower arrangements, the audio and visual
equipment required

 Billing procedure-bill to company, cheque, credit card

 Menu, beverages, and the types and time of service

 Menu rate per person

 Nature and type of function

FOOD AND BEVERGE


PRODUCTION

CULINARY HISTORY:

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History of culinary arts dates very back into civilization. Cooking is very much a
child and its time constantly adapting to new requirements to the taste and society. Since
the ties with civilization have been very close, food has always demanded human
attention, whether for survival or for gaining social status or wealth, travel, trade,
socioeconomic and geographical changes began to flourish in the lots.

Track by sea and road gave rise to markets and besides agriculture, spices,
condiments and fruits were traded regularly introducing new ingredients into their
cooking.

During the Middle Ages food presented itself as a major force in both cultural and
political advancement. Monarchists became extremely influential as center of agriculture
and trade providing dependable food and shelter. The Renaissance and European
civilization bought wide spread literacy and importance to food and its services.

INTRODUCTION

The kitchen at The Park is one of the most important department. They provide
good food not only to the guest but also the employees. The kitchen at the hotel is small
but efficient and very systematically planned one. It caters to the banquets, room service,
Monsoon and i-bar. Monsoon and i-t.alia have their very own small kitchen to. The
department involves quality food production but also good costing, portion controls and
identifying of raw materials. The kitchen staff is geared up to provide the best products
so that the best products so the guest paying for it is satisfied and leaves with a good
intention of returning again. At The Park the kitchen is divided into the following
departments to ease the work and improve the efficiency.

 Garde Manger

 Butchery

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 Main Kitchen – Tandoor, Banquet Kitchen

 Bakery and Confectionery

 Coffee Shop Kitchen

 Pantry

 Staff Cafeteria Kitchen

HEIRACHY

EXECUTIVE CHEF

SR.SOUS CHEF

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JR. SOUS CHEF

CHEF DE PARTIES

KITCHEN EXECUTIVE TRAINEES

COMMIS I

COMMIS II

COMMIS III

APPRENTICES

JOB DESCRIPTIONS

EXECUTIVE CHEF

The master of the kitchen and heads the entire department He carries out both
cooking and administrative work he must have a strict sense of economy and efficiency.
He is fully aquatinted with the prices, market trends, and commodities in season and

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customer requirements. His principal function is to plan, organize, and supervise the work
of the kitchen. His principal function is to plan, organize the supervise the work of the
kitchen. He prepares the pre-determined percentage of profit and works in accordance
with the policy of the establishment

He is responsible for staffing, selection and dismal in consultation of the personnel


department. The chef is responsible for the quality of food and its presentation. He
organizes food festivals, designs menu cards.

SOUS CHEF

The sous chef is the assistant chef. Who understudies the executive chef in all his
duties. It is the Sous chef who calls out the orders in the kitchen and supervises the
service. He is mainly responsible for the efficient day to day functioning of the kitchen.
The sous chef supervises the practical kitchen activities.

THE CHEF DE PARTIES

For the different sections in the kitchen there are Chef DE partie, each chef is
assisted according to the production load by one or more Commis. It is sometimes the
practice where long operational hours apply. All the Chef De partie’s may be regarded as
foreman or supervisors of their sections. He is responsible for making the days indent for
ingredients.

COMMIS

The commis actually prepare the food and assist the chef. They keep the mis-en-
place ready for the next day. They ensure the section is clean. The also responsible for
proper storage of food stuff. They maintain and are responsible for proper functioning of
ll the equipment’s used in the kitchen. Chef de partie’s supervises them.

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SUB-SECTION OF THE FOOD AND BEVRAGE


DEPARTMENT

Since the kitchen in Le Meridien follows a partie system, there is a chef de Partie
in the entire kitchen. He is the link between the commies and executives. He also
helps commies in peak times. He acts as a buyer in the Kitchen staff. He checks the
food before it goes to the guest. It is only after his approach that the food is allowed to go
for the order. He also sets buffet required for next day and which is to be approved by the
executive chef. He also makes the store requisition for his kitchen and the chef again has
to Approve, only after this stores accept the requisition.

The commies are the ones who actually cook the food. They are categorized as
commie 1,2,3, according to seniority. The apprentice trainees help them in
Cooking.

There are different types of kitchen in the hotel they are as follows:

 The South Indian Kitchen

 The Indian Kitchen

 The Continental Kitchen

 The Chinese Kitchen

 The Banquet Kitchen

 Pantry

 Garde Manager

 Tandoor

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 Butchery

 Bakery

 Cafeteria Kitchen

South Indian Kitchen:

The South Indian Kitchen prepares only dishes prepared in the Southern part
of India. The kitchen is situated in the coffee shop kitchen as one of them. They
start in the morning by 6 am and startup with wise in place of cutting Vegetables for
the preparation for breakfast. They serve idly, dosa, vada, Sambar, chutney etc. The
dishes will be ready for pickup by 7:00 am. Soon after this they will start the wise in
place for the lunch buffet in which they Prepare three vegetarian dishes, which charges
each day and is said to be ethnic of the day. They also keep the items ready for an La
Carte order like the Dough for dosas, appams, the coconuts and its milk for the
preparation of the Curries. They prepare the vegetarian and non- vegetarian dishes.

Indian Kitchen:

The Indian Kitchen prepares all the Indian dishes available on the menu
other than what the South Indian Kitchen prepares. They start the work after
because they don’t have to prepare for breakfast. The wise in place for them are the
cutting of vegetables, making of the gravy, if any of them are over, heat the gravy that has
been kept in the walk-in the day before. They prepe 7 gravies which includes plain gravy
which can be used with any red color Curry, white gravy made of almonds used to make
the kurmas, lababdar gravy to make the dishes, and so on. They make both vegetarian and
non- Vegetarian dishes. They make the requisition to the chef for the meat required for
the preparation of the dish for the next day.

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Continental Kitchen:

The Continental Kitchen is situated near to the coffee shop kitchen.


Theyprepare all the Continental dishes available in the menu. The wise in place
forthem is the preparation of sauces, stock etc required for preparation of thefood.
They have to set for the spot in the morning which will be placed in theBuffet
counter. They have spot for eggs to order. They take a burner, a fryingPan, all chopped
items for preparation of various types of eggs, sunny side up,Omelet, They have their
own refrigerator for continental kitchen so they canStore the garnishes as accompanying
sauces etc to prevent from spoilage.The refrigerators go down to the temperature of 2
degree centigrade. Differenttypes of stock that they prepare are white stock and brown
stock. The soups Commonly prepared are tomato soup, smoked anbergine, and cream
crazy, creams of coriander with almonds.

Tandoor Kitchen:

The Tandoor is a special North Indian style of cooking the food. In this the
food is prepared in a clay Owen, which is heated up with red hot charcoal. The
dishes made in this are phulkas, tandoori rotis, tandoori chicken, kababs etc. They
open by 10:00 am and make starting the dough for the rotis, parathas, Nan etc.
They fill the tandoor with charcoal every week. They usually have The dough done
for a week. If they are about to finish the stock, they make Dough. They are lony
skewers on which the meat is skewered to make the Kababs. They marinate with butter or
ghee or oil so that kababs shouldn’t dry and should be made easy to take it from the
skewers. They have much gravy too for the preparation of the different varieties of
chicken like the hariyali chicken, which is given by the color and the mint leaves, they
then have gravy for the kabab etc. They close kitchen by midnight when the rush is gone.

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Pantry:

The Pantry is the place where the juices, sandwiches, fruits etc are given. They are
in short extension of the continental kitchen. They have refrigerator for the storage
of ice creams and juices etc. They provide the milk shakes, Fresh fruit juices, fruit
cuts. They provide the basic thing for other kitchen like the butter sachets, sugar
syrup etc. They have equipment’s like salamander, to store the other coffee shop kitchen
dishes.

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 expresso bar. Beside this they also supply desserts, pastri3es and breads, for the
buffets at citrus and the banquet department. The pastry cook has a different status but
certainly not less then any other chef at the hote, 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

 Bakery

 Pastry section

 Chocolate room

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Bakery

This section is responsible for the preparation all brads, buns, bagels, French
brads, pizza bases, soup sticks, dinner rolls, bran brads, 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 party dough’s prepared

 Short pastry/sweet short pastry

 Puff pastry

 Danish pastry

 Chox 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 prepared hot and cold desserts
for lunches and dinners at the buffets at citrus, the expresso bar and at the banquets the art
of pastry includes work like colored sugar to make decorative center pieces, fashioning of
praline to make decorative objects, work with fondants and icing sugar.

Pastry mise-en-place

In common with the larder and kitchen departments, the successful running of the
pastry depends on the adequate mis en place

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The following list is the most essential pstry preparations w 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, cream patissier, creamed rice.

 Pancake batter

 Coyotes of fruits

 Genoise

 Swiss rolls

 Finger biscuits

 Meringue

Garde Manager:

It is also known as the Coad Kitchen because all the preparation like salad making.
It is important that the person who handles the garde manager should be well groomed,
clean and creative. The wise in place done in this area is making sauces, cutting
vegetables and fruits for setting and garnishing the salad.

The steps followed in preparing salad are:

 Preparation Base

 Preparation of Body

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 Cutting the dressing done

 The Garnish

The common dressing done while preparation of salad are the French dressing,
English dressing, Luann dressing, mint and honey and pepper dressing and also with
chilly oil, herb oil, spicy oil and so on.

The basic sauces that are prepared are the tamarind sauces, tartar sauce, mint
Sauce and cocktail sauce. The chef informs the person who handles this area about the
forthcoming party in the banquets so that they may prepare the Salads well in advance
and he submits requisition as needed.

BUTCHERY

The butchery is located on the –1 level of the hotel, it is responsible fir the supply
of meat, chicken, fish and sea food to all the different kitchen of the hotel, the butchery is
an air conditioned room with a large cold room and a deep freeze for the storage.

Work process in the Butchery

 They are responsible for supplying the various cuts of meat chicken and fish

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 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 labeled to identify
with the cut of meat, and the quantity and the type of product.

 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 for the next day’s requirements.

 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.

 At the end of the day a record is made of the total supplies and hands it over to the
head chef.

One of the main functions of butchery is to check the yield of meat. Yield is the
ratio of whole meat and the productive meat. This is calculated based on Weigh
loss.

For e.g.: Beef Fillet

No of Fillets - 11 nos.

Total Weight - 13 kgs

Cleared Fillets - 4.250 kgs

Head - 2.8 kgs

Trimmings - 3.8 kgs

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Therefore Wastage - 2.3 kgs

Therefore Yield - 10.850 kgs

No Stock - 12 nos.

Yield % = 4.250 X 100 = 42%

13

Conversion = 1:2:3

VARIOUS SHIFTS AT LE MERIDIEN HOTEL, BANGALORE

There is only one break shift in the kitchen which starts from 11.00 hrs to 15.30
hrs and then 1900 to 24 hrs. The day in the kitchen starts with the store pickup and then
the mise en place for the day.

The food cost % budget for various kitchen outlets are given below:-

• Bakery – 25.50

• Banquets- 17.99

• Palmyra café- 28.00

• Room service – 26.00

• Saffron Restaurant-26.00

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Purchase Of Ingredients:- Purchase requisition form is used to communicate with the


purchase department. The chefs complete the list, a day is advance indicating the
requirements

Storage:- The correct temperature ventilation and humidity must be maintained for all
stock. The main idea of storing food is to ensure that and adequate supply of food for
immediate needs as the establishments is available are stored for different period of time
and at different temperature to pressure their whole sameness till requires for preparation
and service.

Food store in the Le Meridien Hotel is situated at easy accessible area, which
is convenient for staff as well as suppliers.

KITCHEN EQUIPMENT IN LE MERIDIEN HOTEL, BANGALORE

1) Large Equipments:-
a)Heat Generating:-

• Double dryers
• Microwave ovens
• Bain Marice
• A battery of modular gas ranges with ones back guard and shell, freezer
griddle plate and salamander
• Solid too ranges

b)Cooling equipments:-
• Water coolers
• Refrigerators

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• Ice-making machines
• Walk in coolers
• Beverage coolers
• Ice-cream machine

Mechanical Equipments:-

• Dish washing equipment


• Mincing machine
• Wet grinder
• Choppers
• Dough making machine
• Express coffee machine 50-400 cup capacity
• Peeling machine handling 5-20 kg root vegetable at a time
• Blender
• Mixer, grinder, beater
• Bucket for tea/ coffee and water, capacity 25-200 times.

Small and Angliary Equipments:

• Palate knifes
• Chef knifes
• Steel knives
• Choppers
• Aluminum utensils
ANCILLARY DEPARTMENTS

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The above explained departments are the core department operating in the Hotel. It
can never operate without the backup of these departments, which are with back area and
which have got no connection with the guest.

These Department are as follows:

 Sales and Marketing

 Accounts

 Credits

 Engineering

 Personal Department

 Security department

 Stores and Purchase

 Food and Beverage Control

 Kitchen Stewarding

Sales and Marketing:

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The department plays a very important role in the promotion of business in


the Hotel. The department has sales manager and an assistant sales manager. They
have the right to fix the discount rate for a company as corporate rates. They have various
strategies for sales promotion. They follow the method of Canvassing the new companies
that emerge in the city and try to bag the business so as to withstand the competition.
Another strategy adopted is through Neuters which they update with the current
market situation. The sales are responsible for the formulation of the packages in the
hotel. In this case of this hotel, they are formulated into consideration of the ARR or the

Average room revenue and the other revenue earning outlets.For e.g. If the
package is formulated and the facilities that are given to the Guest in discount is
always earned by making him use other facilities that are not within the limits of the
package.

The Hierarchy in the sales department is as follows:

Sales Manager

Assistant Sales Manager

Sales Assistants

Accounts

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The accounts department has an accounts manager, assistant accounts

Manager, and their subordinates. The main function of the account department is to

handle all the final transactions within and outside the hotel for its benefit. They collect

all the reports all the other departments and then prepare the Trial balance account. They

have the financial year starting from first of May to 31st Of April. Therefore they prepare

the balance sheet of the year dating as31`st of April.

They play a very important role in budgeting the hotel. On the basis of the

Balance sheet made for the year ending. They have monthly meeting with all the

executives of all departments to come to conclusion regarding the functioning of

the hotel and to make changes required to improve upon it. They have annual

meeting and they discuss functioning of the Meridien and formulate something

new to get a better result. The accounts department also plays vital role in the cost

controlling. Therefore, in short the accounts

Department is where all the records of the transaction within the hotel and

outside the hotel and both credit and cash transaction are classified filed and

Recorded.

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The Hierarchy in this department is as follows:

Unit Finance Controller

Purchase Manager F & B Controller Night Auditor

Receiving
Supervisor Store Outlet Cashier Cashier
Supervisor

Assistants Assistants Assistants Assistants

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Credit Department:

The Credit department is subordinate department under the accounts department. The

credit department deals with collection of cash of credit transaction. If there is a payment

of the guest with the help of credit card, the credit card is supplied to check the validity,

the second copy is sent to credits With second copy of the bill. Then it is the department

responsibility of the Credit department to collect the cash from the respective company.

This is the department where credit transactions are transformed into cash transaction.

This department has credit supervisor because in case of this hotel it is rated

fewer than 100 rooms category under which there is no need of a credit manager.

They give information to reservations about their companies and their mode of

payment.

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Engineering and Maintenance:

The Engineering and Maintenance department is the one, which is coordinated by


the entire department. This department has chief engineer and assistant chief Engineer
under whom there are subordinates. This department deals with the Maintenance of the
electrical appliances, plumbing, building and structures. The maintenance has the
responsibility of the smooth functioning of the above told materials where there is any
problem in any floor or the entire hotel regarding the maintenance or repair. They contact
maintenance by connecting the extension 4444 and inform them about the problem and
the location soon after which the department sends the person to the spot to clear it. As
told earlier, in off-season the housekeeping keep some of the rooms as RS room. At this
stage, the engineering and maintenance department utilizes it for the cleaning of the A/C
unit. This department distributes the TV channel through closed circuits television
method where one of the TV in the department acts as a server to all other TVs. They
have generator one of the capacity of 500 kV. They make weekly, monthly, quarterly,
preventive measures to all areas in the hotel. They provide hot water with the help of
heater that is fixed in the department and they distribute it to all the rooms. They have
centralized A/C method. They don’t have window A/C. The purification of the swimming
pool water is done all the time with the purifier placed back of the pool. The drinking
water is provided through water purifying machine of the company.

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The Hierarchy in this department is as follows

Chief Security Engineer

Supervisor

Security Guard

Door Man

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Personal Department:

The personal department is also known as the human resource department too. As
name quotes this departments main function is to provide the right man power at
the right time to other departments when required. They do this, Taking into
consideration a lot of things like the qualification of the candidate required for the
post his skill etc. The department where informed about the needed this to shuffle the
staff in the same company so as to reduce the Manpower. If they have the shortage then
they publish the requirement for people and ask for the eligible candidates application
form. When the application forms are received the personal manager short lists them and
the Acknowledgement is sent to the selected candidates for the interviewer. The

Date venue and time informed to the candidates. When the candidate arrives. The
personal manager and the head of the respective department which requires new
appointments, also come and interviewer the candidates and select from the best. In this
hotel, the trainees are called for the apprencties. In such a case, they successfully get
through the interviewer they are selected as the apprentice trainee for an year or half and
an year after when they prove to be skillful they are selected as the permanent staff of the
hotel.

The personal department in case of this hotel has the responsibility of ensuring the
availability of the transportation for executives in the hotel.

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The hierarchy of this department is as follows:

Personal Manager

Training Manager Secretary

Personal Officer

Assistants

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SECURITY:

The security department plays a vital role in the hotel industry. The security
department has a Chief Security Officer, Assistant Security Officer and Supervisor, then
Securities for each purpose. There is security personal at the floor and so on. The
responsibility of the security personal is of utmost importance. He has to check the
security available in each floor if any theft occurs or in case of any fire in the hotel, it is
the duty of the security to take care of all these in the hotel. It is also the responsibility of
the security to refill weekly or monthly, as per the procedures followed. The security
personals during the training period they are also trained how to fight fire so as to ensure
safety of the hotel. They are informed by front office about the scanty baggage in which
case they are supposed to see that they do not escape without having the payment done. If
there is a DND put on the room for continuos 24 hrs the security officer with the
assistance of the front office manager and GM has the right to open the door.

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The hierarchy of department is as follows:

Chief Security Engineer

Supervisor

Security Guard

Door Man

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STORES & PURCHASE

The stores and purchase as the name denotes are departments which takes care of
purchase and storage. The purchase department gives advertisements in paper regarding
the contract they would like to get with other companies for their supplies. The purchase
department also mentions its need and the rules and regulations. The companies
interested and invited for the meeting in which they discuss and get into the contract with
the companies most eligible. They have the contracts, annually which they get means that
contract losts only for a year. At the time of getting into the contract the hotel explains the
rules and regulations and after effects of any fault occurs during the contract period from
the case of the delivers. The payment to the company is made every fortnight. If the
company fails to deliver the goods to the hotel on time then hotel has the right to buy the
food from the market and the company according to the contract is liable to all the
expenses incurred by the hotel in getting the goods to the hotel including the
transportation charges.

Regarding the stores the provision separately, stationary the vegetables and send to
the cold room directly. The meat goes to the butchery section as soon as it is purchased.
At the time of checking the goods, the chef and the storekeeper shall check the items.

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FOOD & BEVERGE


CONTROLS
Food and Beverage control is a must in every catering establishment, which wants
to run it in a very organized manner. Food and Beverage control helps regulate the cost,
pilferage etc, without it the revenue of the establishment cannot be kept in check

The cost of food and beverage in a commercial sector is usually within the range
of 40 % of the total operating cost. The food and beverage control controls all the
functioning through food cost control and portion control.

The main objective of F & B Control are:

To regulate and guide income and expenditure

Food and Beverage Control helps to provide a pricing policy for the food depending upon
the establishment They price the food depending upon the factors like spending power of
the people, market considerations, prices of the competitors etc.,
To prevent wastage of food and other materials due to over production, failure in
using, wrong methods, inexperience etc. This decreased the profit margin. Prevention of
pilferage of food by staff and guest should be checked on and as well as prevented.

Portion control
It plays an important role in pricing the dish as well as satisfying the
customer i.e., he should feel that he is getting worth for the money he paid. The
portion and ingredients of two dishes may vary e.g. number of pieces in a chicken
dish, number of scoops of ice creams. One may not be able to give a very elaborate
portion for the competitive price but there should be some kind of standardization.

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The main objectives of standard portion size are that the customer is assured of the
quantity of food for the price they are charged.

Usually the chef or the F & B Manager is in-charge of this. Both the service as
well as production department must be aware of these portion sizes, which differ, with the
nature of food.

Soup is portioned by number of ladles


Ice creams by scoops
Milk, coffee, etc, by glass or cup
Meat, poultry, etc by weight

In order to ensure portion control the food and beverage should

 Specify standard portion for each item like 115 gms of beef for steak and scoop for ice
cream
 According to establishment and customer needs e.g. age activity, time available
 Proper usage of standard portion control in food production area
 Use pre-portioned pre-weighted food
 Avoid wastage by over production, over filling etc
 Use portion control serving aids of service points
 Brief the staff about the portion sizes how to use portion control containers, etc.

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KITCHEN STEWARDING

This department is there to deal with upkeep of the cleanliness of all the back
areas, the stewarding takes care of all service areas of the hotel. Service areas where
guest interference is absolutely nil and these areas are used only by the hotel stuff.

The main work done by the department is wiping the floors of all service areas,
washing cutlery and crockery of all the restaurants, electroplating the silverware etc.,

THE HIERARCHY OF THE DEPARTMENT

CHIEF KITCHEN STEWARD


ASSISTANT KITCHEN STEWARD



STESWARDING SUPERVISOR
↓ ↓
WASHERS UTILITY WORKER

The utility workers have many jobs to do once they are on duty. The cleaning of
all the corridors and the locker rooms every morning. First soap solution is sprinkled on
the floor and then it si scrubbed with the help of a long handled brush. Then this water is
cleaned through the water outlets with the help of a patti. Then the floor is finally dried

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with the help of a mop.


This process is known as the Dhulai. This is done quite often during the day as all the
staff uses these areas. In case of kitchen, back areas of restaurant, etc., dhuali is done
every four to five hours, as these areas need to be absolutely clean. The utility workers
also change the garbage bags from the kitchens and restaurants aback areas every six to
seven hours and take the garbage to the garbage room, where they are sorted and
disposed according to their type. The
Garabage room is kept under lock and key.

The various equipment’s used by the stewarding departments are simple ones.
Machines like dishwasher and glassware washers are installed in the various restaurant
back areas. There are in total 5 dish washing machines and 4-glass washing mchine.

Dish Washer and Glasswre Washing Machine Are present at

All the cutlery and crockery, hollowware that is brought from the restaurants are
stocked in plastic jalis. Glasses have separate jails to hold them. These jails are passed
through the wash where water is sprayed with great force. It washer all the food particles
and oil from the dishes. The dishes are then taken out and wiped dry by the steward of the
restaurant.

Most of the cutlery used in the restaurants is EPNS (Electro plated Nickel Silver)
Since they are used on a daily basis the silver lends to war off after each wash and
polishing so they need plating again. Electroplating of the cutlery is taken care by the
stewarding department Whenever the plating comes off the cutlery, they are kept separate
and given for electroplating. The electroplating room is present on the banquet terrace
where all the equipment’s required for this are kept.

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Separate registers are maintained on the work done by the stewarding department.
Purchase of all crockery, cutlery, and glassware in all looked after by the stewarding
department. There is always a stock of cutlery maintained by the stewarding department
when any restaurant gives cutlery to be electroplated, it is counted and the same number
of fresh cutlery is issued immediately brasso of chaffing dishes is also taken care by the
stewarding department.

Files Maintained in Stewarding Department


1 Attendance Register
2 Stock Register
3 C.G.S. Register
4 Remarks book
5 General Log book
6 Requisition file
7 Purchase Requisition
8 Job order Book
9 Triplicate Book
10 Staff Status File
11 Duty Roaster Book
12 Managers Records.

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MANAGEMENT INFORMATION SYSTEM

MIS refers to that information which is given to the managers for them to be
able to smoothly run a hotel. The functions are divided into:

 Collecting Data

 Identifying Important Information

 Presenting the Information

The information collected is given to the manager of all the department and these
are various reports prepared:

FRONT OFFICE

THE DAILY ROOM OCCUPANCY AND STATUS REPORT:

It contains the no of rooms sold on the previous day. It also provides Information
about the no of checkout which is expected during the day and the No of arrivals.
This is an analysis of occupancy by categories of room.

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MARKET SEGMENT ANALYSIS

 Analysis of occupancy, customer segmentation.

DOLLAR AND RUPEE OCCUPANCY

 Analysis of category of room.

GUEST LEDGER OUTSTANDING

 Dues from stay on guest and expenses of described amounts.

DAILY AND WEEKLY REPORTS

 Daily and Weekly renewal of actual income against budget for all areas of the
hotel.

ARRIVAL AND DEPARTURE REGISTER

ROOM SHIFTING REGISTER

LEFT LUGGAGE REGISTER

ATTENDANCE REGISTER

ROOM HISTORY RECORD

ROOM STATUS REPORT

FLASH REPORT

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 Details of income and occupancy of hotel.

HOUSE KEEPER:

 Floor Supervisor Report

 Floor Occupancy Report

 F & B Linen Exchange Register

 Laundry Register

 Flower Indent Sheet

 Discrepancy Report

FOOD & BEVERAGE PRODUCTION:

 KOT

 Monthly F & B Cost Report

 Butchery Indent Report

 Purchase Indent Sheet

F & B SERVICE:

 Sales Summary

 Store Requisition Slip

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 Restaurant Bills

 Banquet Sheet Daily Food Sales Report

 Daily Sales Report

 Banquet Outstanding Report

 F & B Cost Report

ACCOUNTS & FINANCE:

 Credit Cards Business Report of or Card Turnover

 Foreign Exchange Earnings

 Expenditure Tax Report

 Cash Flow Statement

 Room Sale & Cash Discrepancy

 Cashier Summary Sheet

PURCHASE & STORES:

 Purchase Orders

 General Orders

 Special Orders

PERSONAL & TRAINING:

 Total no of Employees

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 Percentage of Labor Turnovers & Reasons

 The Benefits for the Employees

SECURITY:

 Attendance Register

 Staff own Material Entry Register

 Off Duty Register

 Vehicles Register

ENGINEERING & MAINTENANCE:

 Reports Pertaining to Repairs Car

 Indent for Spare Parts

 Equipment Records

 Stick Inventory Records

SALES & MARKETING:

 Details of Income of Various Outlets

 Details of Room and other Facility of the Hotel

 Details of Cost Reconciliation

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PROBLEMS AND SUGESTIONS


The following are the problems of departments of Le Meridien, Bangalore and their
recommended suggestions to it.

Food and Beverage Service Department

1. Problem

Wastage of food

In banquets often-large quantity of food is wasted as the


proportion of dish is not calculated.

Suggestions

The left over food should be sent to cafeteria or it can also be sent to
welfare organization.

2. Problem

Misuse of alcoholic beverages

The service department is facing a problem at the time of party. Because


the bar men consumed alcohol during the party which results in
improper attention to the guests.

Suggestions:

The staff working in Bar should be specially trained and should be given
strict instructions. If seen again proper action should be taken.

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Food and Beverage Production Department

1. Problem:

Shortage of small electrical equipments like mixers

Due to shortage of small electrical equipments, the work process is


delayed and as a result the order is not served in time for the guests.

Suggestions:

Sufficient equipment should be provided to the staff for the smooth flow
of the organization.

2. Problem
The dishwashing area is very congested. It affects the work flow.
The cleaning staff is not able to provide utensils and equipments at right
time.
Suggestions:
Stewarding supervisor should make arrangements of space with the
permission of executive chef and in case of banquet functions casual
staff can be hired.

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Front Office

1. Problem

Delay in wake up calls:

There is a problem noticed, due to lack of staff in the early morning


shifts, due to which wake-up calls are delayed.

Suggestions:

The Front Office Manager should assign more number of staff during
morning shifts.

2. Problem:

Delay in guest messages:

The message collected from the front office desk is not properly disposed
in time to the guest room causing delay in messages and resulting in
angry guests.

Suggestion:

The messages, which are left to the guest staying in the hotel, have
to be given to the guest in time, which shows the care being taken
towards them. The message should be kept with the guest key as the
guest arrives it should be handed over to the guest with keys.

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House Keeping

1. Problem

Staff is not dedicated to their jobs.

During the shifts the staff is often seen watching Television and using
guest beds during the cleaning process.

The work tends to delay due to lack of time, the work is not done
properly.

Suggestions

The staff should be trained properly and proper action should be taken.

2. Problem
.
Toilets are not properly cleaned
One of the major problem in house keeping is that, room boys do not
clean the toilets properly with the cleaning agents they just flush it and
wipe it.

Suggestions

The staff should be trained about the hygienic factors and proper action
should be taken is seen again.

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CONCLUSION

A study of “Le Meridien” Bangalore was done during the training period of
two months to explain totally and partially the functions and procedures followed in
various departments of the hotel.

Hotels now days designed in such a manner, so they are capable of


fulfilling the desire of the guests. Managing the service of the hotel to meet the
expectations of the guests is a big task.

In my project I have presented an in depth assessment of each department.


The department need to co-ordinate amongst themselves to rise up to mark and prevent
organizational failure. To my observation all the department have to the mark and prevent
organizational failure. To my observation all the department have a good rapport with
each other. But a couple of times they fail to meet the standards by giving into loopholes.
Keeping in mind these loopholes, I have suggested some solutions that might help the
hotel to function more efficiently.

Thus I would like to conclude the project report on the assurance that it
could give a competitive edge over the other hotels in the city

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