INDUSTRIAL TRAINING REPORT

ON

THE TAJ GATEWAY HOTEL

G E ROAD RAIPUR, CHATTISGARH, 492006

12TH DECEMBER 2016 to 20TH APRIL 2017

Submitted by:-

ANURAG UPADHYAY

S.Y.BSc.H.S.

IN PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE

OF

BACHELOR OF SCIENCE DEGREE IN HOSPITALITY STUDIES

UNIVERSITY OF PUNE

M.A.RANGOONWALA INSTITUTE OF HOTEL MANAGEMENT AND

RESEARCH,

AZAM CAMPUS CAMP,PUNE

2016 – 2017

1
2
 INDEX

Sr.No. Particulars Page No.

1 History Of Taj 3

2 Management of Taj and The 9

Gateway Hotel

3 Vision of Taj 10

4 History of Raipur 11

5 Introduction to The Gateway 20

Hotel By TAJ

6 Introduction of Various 24
Departments

6.1 Front Office 24

6.2 Food and Beverage Service 41

6.3 Food Production 46

6.4 Housekeeping 55

3
 HISTORY OF TAJ

Billed by the Times, London as the finest hotel in the East, the Taj's first hotel, the Taj
Mahal Palace & Tower, Mumbai was perhaps the only place in the world where a
British Viceroy could rub shoulders with an Indian Maharajah, where the Congress
could debate with right wing leaders, and where sailors on shore leave could flirt with
the Pompadour Follies. Built at the cost of a quarter of a million pounds, the hotel
introduced a series of firsts that set new benchmarks in Indian hospitality. Over the
years, the Taj brought into Bombay, 'Professors of Dance Mademoiselle Singy to
raise temperatures and a few eyebrows with the Tango, the first air-conditioned
ballroom to cool things down, the first cold storage, the first licensed bar, and more.

The changing decades ushered in new tastes and newer guests including Mick
Jagger, Steven Spielberg, and David Rockefeller, to name a few. From Nobel
laureates to rock stars, fashion divas, to oil-rich sheiks, Taj represented a global
village long before the term was to become a cliché. Even today, a hundred years on,
guests will find Taj taking luxury to greater heights in all its hotels around the world
including business capitals, fairy-tale palaces, on secluded islands, in private yachts,
aboard executive jets, and amidst spas and resorts. Still, as the discerning traveller
will note, a little ahead of its time.

4
Important Milestones in the History of Taj

1903: Created history with the opening of The TajMahal Palace Hotel, Bombay
(Mumbai) India's first Luxury hotel.

1971-72: Pioneered the concept of authentic Palace Hotels in the country with the
Rambagh Palace in Jaipur, the Palace of the Maharajah of the erstswhile state of
Jaipur.

1974: Conceptualized the unique beach resort at Fort Aguada, Goa built within the
walls of a Portuguese fort overlooking the Arabian Sea.

1978-82: Taj launched in Delhi with its luxury hotel - TajMahal Hotel on No. 1 Man
Singh Road and then prepared India for the Asian Games by setting up Taj Palace,
Delhi with the largest convention centre in the country.

1982: Taj established a presence in the Western Hemisphere with the historic St.
James Court Hotel near Buckingham Palace, London.

1984-92: Well before these destinations became world renown for their beauty, Taj
expanded to Kerala and Sri Lanka.

1992-97: Rolled out Business Hotels in key cities and towns across the country,
branded as Taj Residency hotels.

2000: Consolidated its position as the largest chain in India with hotels in
Ahmedabad and Hyderabad, the latter city being a joint venture with GVK Hotels
resulting in a dominant position in the market for premium and luxury hotel rooms.

2002: The new Taj Exotica Resort & Spa, Maldives, within six months of its launch,
was awarded the title of "The Best Resort in the World" in the first ever Harpers and
Queen Travel Awards.

5
2003: The Company relaunches its flag ship property as the “Taj Mahal Palace and
Tower”.
2004: The Company launches its first luxury serviced apartments. “Wellington Mews”
in Mumbai. The company opens its first economy hotel under brand “Ginger” in
Bangalore.

2005: The Company obtains a management contract to operate “Tahe Pierre” in New
York, USA. The Company entered into a management contract to operate the “Taj
Exotica” in Palm Island, Jumeirah, Dubai. The Company obtained the operating
agreement for the “Umaid Bhavan Palace” in Jodhpur.

2006: The Company acquires the “W” hotel in Sydney, Australia which is late
renamed as the “Blue Sydney”. The Company commences operation of its first
wildlife lodge at Mahua Kothi, Bandhavgarh.

2007: The Company acquires the “Ritz-Carloton” in Boston, USA which is laster
renamed a the “Taj Boston”. The Company commences operation of its second
wildlife lodge at Baghvan, Pence.

Taj Hotels

This company is a part of the Tata Group, one of India's largest business
conglomerates. Taj Hotels Resort and Palaces records to own and operate 76 hotels,
7 palaces, serviced apartments, 6 private islands and 12 resorts and spas, spanning
52 destinations in 12 countries across 5 continents and employ over 13000 people.
Besides India, Taj Hotels Resort and Palaces are located in the United States of
America, England, Africa, the United Arab Emirates, Maldives, Malaysia, Bhutan, Sri
Lankaand Australia.

JamshetjiNusserwanji Tata, founder of the Tata Group, opened the TajMahal Palace
& Tower, the first Taj property and the first Taj hotel, on December 16, 1903. We
operate in luxury, premium, mid-market and value segments of the market through
our following brands:

6
Taj
(luxury full-service hotels, resorts and palaces) is our flagship brand for the world's
most discerning travelers seeking authentic experiences given that luxury is a way of
life to which they are accustomed. Spanning world-renowned landmarks, modern
business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari
lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern
way to create unique experiences and lifelong memories.
Taj also encompasses a unique set of iconic properties rooted in history and tradition
that deliver truly unforgettable experiences. A collection of outstanding properties
with strong heritage as hotels or palaces which offer something more than great
physical product and exceptional service. This group is defined by the emotional and
unique equity of its iconic properties that are authentic, non- replicable with great
potential to create memories and stories.

Taj Exotica
This is our resort and spa brand found in the most exotic and relaxing locales of the
world. The properties are defined by the privacy and intimacy they provide. The
hotels are clearly differentiated by their product philosophy and service design. They
are centered around high end accommodation, intimacy and an environment that
allows its guest unrivalled comfort and privacy. They are defined by aa sensibility of
intimate design and by their varied and eclectic culinary experiences, impeccable
service and authentic Indian Spa sanctuaries.

Taj Safaris
These are wildlife lodges that allow travelers to experience the unparalleled beauty
of the Indian jungle amidst luxurious surroundings. They offer India's first and only
wildlife luxury lodge circuit. Taj Safaris provide guests with the ultimate, interpretive,
wild life experience based on a proven sustainable ecotourism model.

7
Taj Luxury Residences
For over a hundred years, Taj Hotels, Resorts and Palaces have played host to
discerning travellers from around the world. Renowned for its warm hospitality, the
spirit of the Taj is now found embodied in the Taj Luxury Residences.
Taj Wellington Mews, Mumbai, offer luxuriously furnished apartments for short visits
or extended stays. Equipped with modern household amenities, the spacious
apartments offer a personal butler service, round-the-clock concierge service and 24-
hour baby-sitting service, taking care of every comfort.
A range of recreation options, including an attached swimming pool, well-equipped
fitness centre and a rejuvenating spa, complements state-of-the-art business facilities
and conference services, while the comprehensive security measures assure
complete privacy and safety.
Elegant, comfortable and exquisitely finished, Taj Luxury Residences combine
warmth with a flawless service that can only be the Taj.

Taj Wellington Mews Luxury Residences, Mumbai

Situated in South Mumbai - just minutes away from the city's commercial centres -
Taj Wellington Mews Luxury Residences offers 80 exquisitely designed and fully
furnished residences, and is spread over 2.6 acres of beautifully landscaped garden.

Upper Upscale Hotels (full-service hotels and resorts)

These provide a new generation of travelers a contemporary and creative hospitality
experience that matches their work-hard play-hard lifestyles. Stylish interiors,
innovative cuisine, hip bars, and a focus on technology set these properties apart.

Vivanta ByTaj
The brand Vivanta was born as a part of Taj Hotels Resorts and Palaces (also known
as The Indian Hotels Company Limited) brand architecture exercise. With this the
brand rolled over 19 of its hotels to the new brand.This brand architecture

8
exercisewas a part of their previous launch of The Gateway hotels,which is marketed
as an Upscale brand.

Ginger(economy hotels)
This is our revolutionary concept in hospitality for the value segment. Intelligently
designed facilities, consistency and affordability are hallmarks of this brand targeted
at travelers who value simplicity and self-service.

The Gateway Hotel(upscale/mid-market full service hotels and resorts)

This is a pan-India network of hotels and resorts that offers business and leisure
travelers a hotel designed, keeping the modern nomad in mind. At the Gateway
Hotel, we believe in keeping things simple. This is why, our hotels are divided into 7
simple zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore.
As travel often means more hassle than harmony, more stress than satisfaction,
modern travelers are looking for smarter choices. Driven by our passion for
perfection, we welcome our customers to a refreshingly enjoyable and hassle-free
experience, anytime, everywhere. Offering the highest consistency in quality, service
and style we set new standards and take the unwanted surprises out of traveling. Our
warm welcomes make our guests feel at home, away from home and our crisp and
courteous service empowers them to get more done with greater effectiveness and
control. And through our unrivalled network we provide service that is effortless,
simple, never overwhelming, always warm.

9
MANAGEMENT OF TAJ

Mr.RakeshSarna Mr.PrabhatVerma
Managing Director & CEO Sr. Vice President, Operational

Mr.Mehernosh S. Kapadia Mr.Farhat Jamal

Executive Director, Corporate Affairs Senior Vice-President - Operational
Dr.P.V.Ramana Murthy Mr.RohitKhosla
Sr. Vice President, Global Head Senior Vice President- Operational
Chinmai Sharma Mr.SumaVenkatesh
Chief Revenue Officer Senior Vice President – Real Estate
Mr.Rajendra Mishra Mr.Beejal Desai
General Counsel Vice President, Company Secretary
Legal
Mr.S.Y.Raman
Vice-President –Group Internal Audit

MANAGEMENT OF GATEWAY HOTEL, RAIPUR

Mr. Naveen Barthwal Mrs.Swetlina Mishra

General Manager Human Resource Manager

Mr.Uday Shankar Swain

Mrs.RanjithKrishnamoorthy
Learning and Training Development
Front Office Executive
Manager
Mr. SaurabhMunsh Mr. Srinivas Reddy
Housekeeping Executive Food & Beverage Service Executive
Mr. Anal Uniyal
Food & Beverage Production Executive

10
 VISION

The TAJ Group of Hotels commits itself to the overall improvement of the ecological
environment, which we are all a part of. We recognize that we are not owners but
caretakers of the Planet and owe it to our children and future generations of
humankind. It is our endeavor not only to conserve and protect but also to renew
and regenerate the environment in which we live and operate. Our commitement
encompasses all actions related to our products, services, associates, partners,
vendors and communities. We will partner and engage with our environment through
EARTH: Environmental Awareness and Renewal at Taj Hotels. For us Earth is not a
program, nor a process: it is a way of life.

11
HISTORY OF RAIPUR

Raipur a city in the Indian state of Chhattisgarh. It is the capital city of the state of
Chhattisgarh and is the administrative headquarters of Raipur district. It is also the
largest city in Chhattisgarh. It was formerly a part of Madhya Pradesh before the
state of Chhattisgarh was formed on 1 November 2000.Naya Raipur is the upcoming
business hub in Chhattisgarh promoted by the state government.

Raipur has been in existence since the 9th century; the old site and ruins of the fort

can be seen in the southern part of the city. Raipur district is important historically
and as a point of interest archaeologically. This district was once part of
the DakshinaKosala Kingdom and later considered part of the Maurya Empire.

The 4th century AD king Samudragupta conquered this region and established his
domination until the fifth and sixth centuries when the area came under the rule
of Sharabhpuriya kings. For some time in the fifth and sixth centuries, Nala kings
dominated this area. Later on Somavanshi kings took control and ruled with Sirpur
("City of Wealth") as their capital. MahashivguptaBalarjun was the mightiest emperor
of this dynasty. His mother, the widow queen of Harshgupta of the Somavansh, Rani
Vasata built the brick temple of Lakshman.

The Kalachuri dynasty kings of Tumman ruled the area for a long period
making Ratanpur their capital. The old inscriptions of
Ratanpur, Rajim and Khallari refer to the reign of Kalachuri kings. Raipur was the

12
capital of a branch of the Kalachuri dynasty, whose rulers controlled the forts of
Chhattisgarh for a considerable period.

It is believed that King Ramachandra established the city of Raipur and subsequently
made it the capital of his kingdom. Another story about Raipur is that King
Ramachandra's son BrahmdeoRai had established Raipur. His capital was
Khalwatika (now Khallari). This region had become the domain of Bhosle kings after
AmarsinghDeo's death. With the death of Raghuji III, the territory was assumed by
the British government from Bhonsla'a of Nagpur and Chhattisgarh was declared a
separate division, the Chhattisgarh Division of the Central Provinces, with its
headquarters at Raipur in 1852. At the time of the independence of India Raipur
district was included in the Central Provinces and Berar.

Raipur disintegrated into small principalities and passed from one powerful empire to
the other before it came under the British rule in 1854. The British East India
Company made Chhattisgarh a separate governing body or Commissary with Raipur
as its district headquarters.After independence, Raipur district and the Chhattisgarh
region underwent many territorial changes like the rest of the states. It was included
in Central Provinces and Berar. Before 2000, Raipur was one of the districts in the
state of Madhya Pradesh. On 1 November 2000, the new state of Chhattisgarh was
formed and Raipur was declared its capital.

13
Places of interest

MahantGhasidas Memorial Museum

Built by Maharaja MahantGhasidas of Rajnandgaon in 1875, the museum

comprises five galleries and features different sections like archaeology,
anthropology and natural history. Museum also houses a library, where one can
find collection of records of city’s history.

VivekanandSarovar

VivekanandSarovar also known as BudhaTalab is an old lake in the city. It is said that
Swami Vivekanand stayed near the lake and took bath in the pond when he was in

14
Raipur and so the lake was named after him.
The major attraction of this lake is the 37 ft high statue of Swami Vivekananda that is
installed here. Being the largest model of Swami Vivekananda, this has been added
to the Limca Book of Records. The statue is made of bronze and is in sitting position.

Mahamaya Temple

Mahamaya Temple in Raipur is located in the old fort area of the city. This ancient
11th century temple lying on the banks of River Khaaroon belongs to the Kalchuri
era, has been renovated many times and is visited by many devotees daily.
The temple is dedicated to Devi Durga possessing all the good qualities and the
power of Lord Vishnu and Lord Shiva. Besides daily pujas the two festivals of
Navaratri and Durgapuja are celebrated here when thousands of devotees come
here seeking blessings of Goddess Mahamaya. The affairs of the temple are
managed by 'Sidh Shakti PeethShriMahamaya Devi Mandir Trust'. Samleswari
Temple located in the same compound is dedicated to Devi Samlai.
Near to Mahamaya temple there are a few more attractions like Doodhadhari
Monastery, Lake Maharaja Bandh, Kho-Kho Lake, and Budhapara Lake. Raipur is a
famous shopping destination for exquisite goods in wrought iron and bell metal, stone
sculptures and terra cotta products.
October to March is the best time to visit Mahamaya Temple. Taxis and auto
rickshaws are available to the Mahamaya temple from the Raipur airport and Raipur
railway junction, which are located in the vicinity of the temple.

15
Naya Raipur

Naya Raipur is the world's first integrated city

Naya Raipur is the uber new planned capital city of Chhattisgarh. Considered to be
one of the world's first integrated city it has provisions even further expansion and
infrastructure upgrade in the future.

Nesting between between the National Highway-6 and National Highway-3, it is

about 17 km out of the current Raipur city. Swami Vivekananda Airport is nestled in
between the Naya Raipur and Raipur.

Naya Raipur consists of 41 villages renovated with robust facilities like roads, parks
and water pipelines.

Naya Raipur is India's sixth planned city after Jamshedpur (Jharkhand),

Bhubaneshwar (Odisha), Gandhinagar (Gujarat), Chandigarh (Punjab & Haryana),
and Navi Mumbai (Maharashtra), and fourth among the capital cities.

The city is expected to house about 4.5 lakh (450,000) people within a decade.

About half of the total acquired land is being used for afforestation, roads, parks,
public conveniences, water facilities-canals, green belts etc.; 23% of the land
wouldbe reserved for educational institutions, government offices and public

16
auditoriums etc.; and 30% of the land will be used for residential and economical
purposes.

Jungle Safari

Jungle Safari Naya Raipur is recently inaugurated in November 2016.

A very new concept for this part of the country. Its gross area is 202.87 Hectare. It is adjacent to the
wetted perimeter of perennial Khandwa Dam. The Nandan Van zoo and safari is
located at a distance of 35 km from the main Raipur Railway station, 30 km from
the Raipur Bus Stand and 15 km from the Swami Vivekananda Airport in Raipur.
It is adjacent to the wetted perimeter of perennial Khandwa Dam
Master Plan is prepared by Learn Nature Consultants <http://www.lncindia.com>
Raipur and approved by Central Zoo Authority of India.
The Nandan Van Zoo & Safari (Jungle Safari,Naya Raipur)will become an important
focus for Chhattisgarh and their interest in living in a world where people of all ages
are not only delighted by the diversity of the living world that surrounds us, but are
committed to protecting the integrity of its “wild life” and “wild places”.

17
Bhilai Steel Plant

The Bhilai Steel Plant (BSP), located in Bhilai,35 km away from Raipur in the Indian
state of Chhattisgarh, is India’s first and main producer of steel rails, as well as a
major producer of wide steel plates and other steel products. The plant also produces
and markets various chemical by-products from its coke ovens and coal chemical
plant. It was set up with the help of the USSR in 1955.

The eleven-time winner of the Prime Minister's Trophy for best integrated steel plant
in the country, Bhilai Steel Plant (BSP), has been India's sole producer of rails and
heavy steel plates and major producer of structural steel. The plant is the sole
supplier of the country's longest rail tracks, which measure 260 metres (850 ft).The
130-meter rail, which would be the world’s longest rail line in a single piece, was
rolled at URM, Bhilai Steel Plant(SAIL) on 29 November 2016. The plant also
produces products such as wire rods and merchant products. Bhilai Steel Plant has
been the flagship integrated steel plant unit of the Public Sector steel company,
the Steel Authority of India Limitedand is its largest and most profitable production
facility. It is the flagship plant of SAIL, contributing the largest percentage of profit

18
ISKCON Temple

ISKCON raipur has established on year 2001 , at the time of Newely become state
Chhattisgarh. It is located in Tatibandh ,Bhilai Road . The project of ISKCON Raipur
hadcome from ISKCON Juhu Mumbai in the leadership of H.H Sidharth Swami
Maharaj. The center has completed 12 years.

Various activities of ISKCON Society Raipur are :

Like Book Distribution.
Foodfor Life
COw Service
Some Preaching Programme Etc.
ISKCON Raipur has developed a temple and a Guest house . The civil work of new
temple has completed and civil work of guest house also completed. The finishing
work of the temple and the guest house both are going on .

19
Energy Park Raipur

An energy park is a separate area used and planned for the purpose of clean
energy development, like wind and solar generation facilities.

It is a very well designed holiday outing for a full/half day with nice garden to enjoy.
Also few attractions like park, few science exp, boating, nature to spend 3-6 hours. A
Sunday can be fun day too. Added to that the cafeteria is also good.
Best place to spend with children and lovers.
A Very beautiful garden is the major attractive thing in this park.

Marine Drive Raipur

20
Marine Drive is a 2.5-kilometre-long boulevard in South Raipur in the city of Raipur,
which was constructed by the state government of ChattisgarhIt is a 'C'-shaped four-
lane concrete road along the coast, which is a natural bay. The road
links Telibandharaipur to NH 53 and Mumbai-kolkata highway. Marine Drive is
situated over reclaimed land facing west-south-west. A promenade lies parallel to this
road.if viewed at night from an elevated point anywhere along the drive, the street
lights resemble a string of pearls in a necklace.

Rajiv Lochan Vishnu Mandir

The Rajiv Lochan Vishnu Mandir is an ancient Vishnu temple located at Rajim. A 7th
century CE inscription recording the construction of the temple, and dated to the
reign of the king Vilasatunga, has been found here. Vilasatunga probably belonged to
a branch of the Nala dynasty.

This temple is a notable example of PanchayanaShaili (Architect)The temple

structure is supported by twelve towered columns embroidered with stone carvings,
which bear the faces of the various gods of the Hindu mythology. The temple is an
important religious construct visited by devotees from all over the globe who arrive to
offer their prayers to the Lord Vishnu. The statue of Lord Buddha in the meditative
position under the Bodhi tree carved out of black stone is also popular in the city

21
 INTRODUCTION TO TAJ GATEWAY HOTEL

The Gateway Hotel by Taj, Raipur is nested in lush green surrounding in the scenic
residential area of GE Road.It has aoutdoor pool, anda health club. Wireless and
wired high-speed Internet accessis available in public areas (surcharges apply) and
an Internet point is located on site. Business amenities at this 5-star property
includea 24-hour business center,small meeting rooms.The hotel offerstwo
restaurantsalong witha coffee shop/café anda bar/lounge. The staff can
providewedding services, event catering, andbusiness services.Guestsreceive
transportation includinga roundtrip airport shuttle(available on request)anda train
station pick-up service. Valet parkingis complimentary. The property may provide
extended parking privileges to guests after check-out (surcharge). After a long day of
sightseeing or meeting, guests can relax by the hotel poolside, or workout in fitness
facility.

Rooms have city views. The 110 air-conditioned guestrooms at The Gateway Hotel
by Taj, Raipur include CDplayers and laptop-compatible safes. Beds have memory
foam mattresses, triple sheeting, and premium bedding. Pillow menus are available.
For a surcharge, guests can use the in-room wireless and wired high-speed Internet
access. 32-inchLCD televisions are equipped with premium satellite

22
channelsandDVD players. All accommodations provide desks, ergonomic chairs, and
direct-dial phones with voice mail.Bathrooms offer bathtubs or showers with handheld
showerheads, and rainfall showerheads. Bathrooms also include scales, bathrobes,
and designer toiletries.All units feature minibars, coffee/tea makers, and
complimentary bottled water. Additional amenities include safes and complimentary
newspapers. In addition, amenities available on request include extra towels/bedding
and wake-up calls. Turndown service is offered nightly and housekeeping is available
daily. Guests come and experience a whole new world of stylish comfort at The
Gateway Hotel by Taj, Raipur.

LOBBY

More conservative in character, Raipur is aptly called the Business city of

Chattisgarh. Nested in the lush green surroundings of G E Road, The Gateway Hotel
by Taj,boasts the finest in cuisine, elegant guest rooms and warm hospitable service.
Close to the city’s business center and shopping area, the hotel proves to be the
perfect destination for the most discerning traveler in the Raipur.

23
BUSINESS CENTER

The business center is the place in hotel where guests can avail computer and
internet facilities. Newspapers and business magazines are also provided for reading
of the guest

POOLSIDE

This is the pool side view where the health club is situated

24
 DEPARTMENTS TRAINED IN

FRONT OFFICE

INTRODUCTION
The front office department in the welcomes guests to the accommodation section:
meeting and greeting them, taking and organizing reservations, allocating check in
and out of rooms, organizing porter service, issuing keys and other security
arrangements, passing on messages to customers and settling the accounts.

Front office is a business term that refers to a company's departments that come in
contact with clients, including the marketing, sales, and service departments.

In the hotel industry, the front office welcomes guests to the accommodation section:
meeting and greeting them, taking and organizing reservations, allocating check in
and out of rooms, organizing porter service, issuing keys and other security
arrangements, passing on messages to customers and settling the accounts.

In American professional sports, the term refers to upper management of a club,

especially player personnel decision-makers.

In the performing arts, front of house (abbreviated FOH) is the portion of a

performance venue that is open to the public. In theatre and live music venues, it is
the auditoriumand foyer, as opposed to the stage and backstage areas. In theatre,
the front of house manager is responsible for ticket sales, refreshments, and making
sure auditorium is set out properly.

Lighting and sound operators, excluding the monitor engineers, are normally
positioned in a small sectioned-off area front of house, surrounded by the audience
or at the edge of the audience area. From this position they have unobstructed
hearing and a clear view of the performance, enabling the operation of the main
speaker system, show control consoles and other equipment. In this case Front of

25
House can refer to both the general audience/public area or to the specific small
section from where the show is mixed.

The front of house speakers are the main speakers that cover the audience, and the
front of house desk is the desk that generates the front of house audio mix. In smaller
venues the front of house desk may also produce foldback (monitor) mixes for the
monitor speakers onstage, whereas in larger venues there will normally be a second
mixing desk for monitor control positioned just off the side of the main stage. The
audio engineer that designs the front of house sound system and puts it into place for
the show/event is the system engineer, and this role is often separate from the
person who operates the mixing desk who is often employed by the band directly.

In stage lighting, any lighting fixtures that are on the audience side of the proscenium
arch are referred to as being FOH.

A receptionist is an employee taking an office/administrative support position. The

work is usually performed in a waiting area such as a lobby or front office desk of an
organization or business. The title "receptionist" is attributed to the person who is
employed by an organization to receive or greet any visitors, patients, or clients and
answer telephone calls.

The business duties of a receptionist may include answering visitors' enquiries about
a company and its products or services, directing visitors to their destinations, sorting
and handing out mail, answering incoming calls on multi-line telephones or, earlier in
the 20th century, a switchboard, setting appointments, filing, records keeping,
keyboarding/data entry and performing a variety of other office tasks, such as faxing
or emailing. Some receptionists may also perform bookkeeping or cashiering duties.
Some, but not all, offices may expect the receptionist to serve coffee or tea to guests,
and to keep the lobby area tidy.

A receptionist may also assume some security guard access control functions for an
organization by verifying employee identification, issuing visitor passes, and
observing and reporting any unusual or suspicious persons or activities.

26
A receptionist is often the first business contact a person will meet at any
organization. It is an expectation of most organizations that the receptionist maintains
a calm, courteous and professional demeanor at all times, regardless of the visitor's
behavior. Some personal qualities that a receptionist is expected to possess in order
to do the job successfully include attentiveness, a well-groomed appearance,
initiative, loyalty, maturity, respect for confidentiality and discretion, a positive attitude
and dependability. At times, the job may be stressful due to interaction with many
different people with different types of personalities, and being expected to perform
multiple tasks quickl

As the communications center of the hotel, the Front Office is often a stepping stone
for entry-level managers. Front Office and Guest Services positions offer each
candidate the opportunity to communicate on a daily basis with all departments of the
hotel, increasing the candidate’s exposure to the full property operation.

FRONT OFFICE OPERATIONS

I-Guest Cycle:

 The guest cycle describes the activities that each guest passes by from the
moment he/she calls to communicate a reservation inquiry till he/she departs from
the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted
in the underneath diagram:

27
Pre-Arrival  Arrival  Occupancy  Departure

 Each stage of the guest cycle is associated guest service, and guest accounting
activity(ies).

1.Guest services:

Reservation  Registration  Occupancy services  Check-out and history

2. Guest Accounting:

Establishment of credits Posting charges  Night auditing  settlement of

accounts

1. Pre-arrival:
 At the pre-arrival stage, the hotel must create for every potential guest a reservation
Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help
personalize guest services and appropriately schedule needed staff and facilities

 The reservation department should, then, complete all the pre-registration activities
and prepare guest folios (applicable only for automated systems). Doing so will
eventually maximize room sales by accurately monitoring room availability and
forecasting room revenues

2. Arrival:
 At the arrival stage, registration and rooming functions takes place and the hotel
establishes a business relation-ship with the guest.

28
 The check-in clerk should determine the guest’s reservation status (i.e. pre-
registered guests versus walk-ins). Later, he/she shall prepare a registration record
or make the guest sign the already-printed pre-registration record (under some of the
semi-automated and all fully automated systems).

 The registration records shall include the following personal and financial items:

a) Personal information:

1. Name and Surname of the guest along with billing address, telephone
number, and any other coordinates
2. Passport number, birth certificate, and/or driving license number (whatever
applicable)
3. Any special needs or requests
4. Guest Signature
b) Financial information:

1. Date of arrival
2. Expected date of departure or length of stay depending on how the system
in the hotel is designed
3. Assigned room number
4. Assigned room rate
5. Guest's intended method of payment
 Registration records can be used for various purposes:

a) Satisfy guest needs

b) Forecast room occupancies
c) Settle properly guest accounts
d) Establish guest history records at check-out [personal & financial information]
e) Assign a room type and a room rate for each guest
f) Determine long-run availability [i.e. reservation information] versus short-run
availability [i.e. room status]
g) Satisfy special categories of guests such as disabled people through barrier-free
designs

29
3. Occupancy:
 At the occupancy stage, the front office department shall coordinate guest services
in a timely and accurate manner. Moreover, front office clerks should encourage
repeat guests by paying a great attention to guest complaints. This is ensured by
placing complaint and/or suggestion cards in every public place and revenue centers
in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment
cards, proceed with their analysis, and provide positive feedback to guest as soon as
possible.

 In addition, shall design effective procedures in order to protect the funds and
valuables of guests. This might be ensured through guest key control, property
surveillance, safe deposit boxes, and well designed emergency panels and exits…
 Another activity at occupancy is to process posting of guest charges [i.e. post room
rates, F&B charges, additional expenses, and taxes…] to various guest folios, master
Folios… While doing so, front office clerks shall continuously check for deviations
from the house limit, and take corrective measures as to change the status of the
guest to Paid-in-advance. Finally, front office clerks shall periodically review Account
Balances in coordination with the night auditor.

4. Departure:
 At the departure stage, the guest shall be walked out of the hotel. Moreover, front
office clerks shall create guest history record. Finally, cashiers shall settle guest
account outstanding balances [i.e.: balance the Guest account to 0]

 In general, a proper checkout occurs when the guest:

a) Vacates the room

b) Receives an accurate settlement of the guest account
c) Returns room keys
d) Leaves the hotel

30
 HIERARCHY OF FRONT OFFICE DEPARTMENT

General Manager

Front Office Manager

Assistant Front Office Manager

Duty Manager

Receptionist Job Trainee Cashier

Travel Desk

Industrial Trainee

LOBBY

31
DUTY MANAGER’S DESK

The desk is in the lobby section. Duty manager’s work is to solve the guest problem
and to sign the documents such as C-form, C-form register, Guest registration card
and to escort the VIP VVIP guests.

TRAVEL DESK

They provide facility of car at rent and if required its charges are applied as per
kilometers. It also provides information for sightseeing of the city.

RECEPTION

It is the face of the hotel. They deal with guests at the time of check in till the time of
check out. They also deal with walk in guests and take their reservation, ask them for
identity proof or passport to take photocopy of passport and visa as a proof. At the
time of foreigner guest check in the guest is asked to fill in C-form, a copy of the
passport and visa is attached to it and sent to the Commissioner of Police for
verification. They also handle cash.

32
BELL DESK

This is a section situated at the entrance of the hotel. Section incharge is the Bell
Captain along with his crew of bellboys. Their duty is to assist guests during check in
and to carry guest luggage to the guest room.

RESERVATION

The reservation department takes care of the booking and monitor’s room position.
This is done with the help of hotel management system software

33
 TAJ RESERVATION NETWORK

Toll Free: 1-800-111-825 is accessible only through MTNL, BSNL

and

Select cellular networks.

Alternative, please call 22-6601-1825

Email us at:reservations@tajhotels.com

TAJ TOLL FREE RESERVATION LINES

USA & Canada: 1 866 969 1 825

Bahrain: 080004866

Brazil: 08000381422

Egypt: 08000000485

United Arab Emirates (UAE): 800 035 702 467

Other countries: 00 800 4 588 1 825

Web: www.tajhotels.com

The following are the terms and condition to the Agreement between the Guest/s and
The Indian Hotels Company Limited ( herein after called “Management.”)Under which
rooms are permitted to be used by the Guest/s and are binding on the Guest.

A] Tariff: Guests should obtain the Key Card from the reception. The tariff is for the
room only. Meals and other services are not available at this cost.

34
B] Settlement of Bills: Bills must be settled on presentation. Cheques are not
accepted.

C] Company’s lien on Guest’s luggage and belongings: In case of default in payment

of dues by a guest, the management shall have a lien on the luggage and belonging
and be entitled to detain the same and to sell or auction such property at any time
without reference to the Guest and appropriate the net sale proceeds towards the
amount due by the guest without prejudice to the Management’s right to adopt such
further recovery proceedings as may be required.

D] Departure: CHECK-OUT time is 12 noon. The Guest shall vacate the room allotted
to him on expiry of the period, of occupation granted to the guest. On failure of the
Guest to vacate the room on expiry of the period, the management shall have the
right to remove the Guest and his/her belongings from the room occupied by the
Guest.

E] Luggage Store: Subject to availability of storage space, the guest can store
luggage in Luggage Room at nominal charge at the guest’s sole risk. Luggage
cannot be stored over a period of six weeks.

F] Guest’s Belongings: Guest is particularly requested to lock the door of their rooms
when going out or when going to bed and not to leave the key in the key hole. For the
convenience of the guests private lockers in guest rooms are available. The
management will not in any way whatsoever be responsible for any loss and/or
damage to guest’s belongings, or any other property from either the hotel room or
locker or any other part of the hotel for any cause whatsoever including theft or
pilferage.

G] Hazardous Goods: Bringing in and/or storing of any article of combustible or

hazardous nature and/or prohibited goods and/or goods of objectionable nature in
the hotel is prohibited. The guest shall be solely liable and responsible to the
management, its other guest, invitees, visitors, agents and servants for any loss,
financial or other and damage that may be caused by such article or as a result of the
guest’s own negligence and non-observance of any instructions.

35
H] Use of hotel facilities: The guest shall use all the facilities and services available at
the hotel with care and caution and entirely at the guest’s risk. The guest shall agree
to abide by and follow instruction placed by the management at various places in the
hotel premises. The management shall not be responsible for any injury to the guest
or damage to the guest’s goods that may be caused as a result of use of the
facilities/services or for any reason whatsoever.

I] Damage to Property: The guest will be held responsible for any loss or damage to
the hotel property caused by them, their friends or any person for whom they are
responsible.

J] Management’s Rights: It is agreed that the guest will conduct himself/herself in a

respectable manner and not cause any nuisance or annoyance within the hotel
premises. The management reserves to itself the absolute right of admission to any
person in the hotel premises. The management has the right to request any guest to
vacate his/her room or other areas of the hotel forthwith, without previous notice and
without assigning any reason whatsoever and the guest shall be bound to vacate
when requested to do so. In default, the management shall have the right to remove
the guest and the guest luggage and belongings from the room occupied by him/her.
The management shall have the right to change the room allotted to the guest at any
time, without assigning any reason thereof and without any previous notice, or to shift
the guest to any other suitable accommodation.

K] Relation between Management and guests: Nothing herein above shall constitute,
or be deemed to constitute, or create, any tenancy or sub-tenancy, or any other right
or interest in the hotel premises or any part or portion thereof, in favor of any guest or
resident or visitors and the management shall always be deemed to be in full and
absolute possession and control of the whole of the hotel premises.

L] Application of Laws, Government Rules and Regulations: The guest is requested

to observe, abide by, conform to and be bound to all applicable acts and laws and
regulations in force from time to time.

36
M] Amendment of Rules: The management reserves to itself the right to add to or
alter, to amend any of the above terms, conditions and rules.

OPERATOR SERVICE

This is the section where direct in house guest or call comes from the guests in the
city area.

Handling Calls

 Before picking up the telephone:

1. Your posture is straight.
2. The headphone should be placed on the head and not on the neck; the
mouth piece should be 3” away from the lips so as to ensure that the
breath is not audible to the caller.
3. Use the guest name at least once.
4. All guest calls must be picked up on a maximum of three rings.

 External Calls:
1. Greet by the time of the day, announce the name of the department and
ask for assistance.
2. “Good morning/ afternoon/evening The Gateway Hotel By TAJ, how
may I direct your calls?” (For external calls never disclose your identity,
always refer yourself as the operator when asked.)

 Internal Calls:
1. “Good morning/ afternoon/evening, you have reached 24 by 7, this is
viva speaking, how may I assist you?”
2. Never say “Hello” voice is low pitched, well modulate and of right
volume.
3. Smile while talking on the phone, it reflects in the voice.
4. Speak clearly in naturally tone.
5. When ending a call always end the conversation on a polite note.

37
 External Calls: “Thank you for calling The Gateway Hotel By TAJ, have
pleasant day.”
Internal Calls: “Thank you for calling 24 by 7, have pleasant day.”
(Greet the guest “Pleasant day/afternoon/evening but never say
Pleasant Night.”)
6. Allow time for the guest to say “Bye” or “Thank you” before
disconnecting.
7. Always put the phone down, after the guest has done so.

 CASE 1: When you receive a long distance call

1. Request the guest to hold while you redirect their call.
2. Do not keep the guest holding for more than 30 seconds, if the
extension requested is busy or not available.

 CASE 2: Getting back to the guest.

1. If you have put the guest on hold, do not say “Hello” when you get
back.
“Thank you for holding Sir/Ma’am or Mr. /Mrs. -------- (if name is
known).”

 CASE 3: When the conversation is not clearly understood

1. “I beg your pardon Sir/Ma’am or Mr. /Mrs. -------- (if name is known).”
 CASE 4: If a guest asks for something for which you do not know the answer
1. “Allow me to check and get back to you Sir/Ma’am or Mr. /Mrs. -------
- (if name is known).”
2. Do not ask questions or talk to a colleague without using the hold
button.

 CASE 5: Transferring a Call:

38
 1. When you transfer the call make sure that you brief the person (who
has answered the call) is given on all details that the guest has already
spoken about.
Certainly Sir/Ma’am transferring your call to ------- (the concerned
department)

 CASE 6: Getting an extension busy:

1. “I am sorry Sir/Ma’am, but the extension is engaged. Would you like to
hold?”
2. Do not make the caller hold for more than 15 seconds.

 CASE 7: If the extension continues to be busy

1. “I am sorry Sir/Ma’am, but the line is still busy. Would you like to take
the direct dialing number?”

 CASE 8: If there is no answer from the extension

1. “I am sorry Sir/Ma’am, there is no reply from the extension. Would you
like to leave a message (for all guest call)?”
2. “I am sorry Sir/Ma’am, there is no reply from the extension would you
like to take the direct dialing number?” (for all departments)

 CASE 9: If the line is bad or not clear

1. Do not say Hello.
2. Continue with the phrases.

 CASE 10: If a guest Thanks You

1. “MY PLEASURE.”

39
DIFFERENT REGISTERS MAINTAINED

I. Log Book
II. Check out Register
III. C-Form Register
IV. DVD Register
V. Document Acknowledgement
VI. Room Shift Register
VII. C-Form Book

LOG BOOK

This book is maintained to pass on any important information to the staff that is not
on duty by the staff present on duty at that time.

CHECK OUT REGISTER

Check out register contains information such as guest name, mode of payment,
supporting, and signature of front office staff and accounts department on that
document.

C-FORM REGISTER

This register is maintained for Xerox of C-Form with passport copy.

DVD Register

To maintain the record of DVDs kept in cupboard and given to the guest.

ROOM SHIFT REGISTER

40
This register maintains all records of room change problems of guests faced by the
front office department.

C-FORM REGISTER

This register maintains records of all C-forms filled on daily basis by the guests.

LEARNING OUT COME

1) I learnt how slotting of bills and registration cards is done.

2) I learnt to fill C-Form.
3) I learnt to talk to guests.
4) I learnt to give wake up calls.
5) I learnt to prepare allowance vouchers.

41
 FOOD AND BEVERAGE SERVICE

HIERARCHY OF FOOD AND BEVERAGE SERVICE DEPARTMENT

General Manager

Food And Beverage Service Executive

Assistant Food And Beverage Manager

Restaurant Bar Room Service

Banquets

Outlet Manager

Captain

Steward

Industrial Trainee

42
MANAGER

The duty of a manager is to resolve customer complaints about food quality or

service. Estimate food consumption, place orders with suppliers, and schedule
delivery of fresh food and beverages. Maintain budget and employee records,
prepare payroll, and pay bills, or monitor bookkeeping records. Recruit, hire, and
oversee training for staff.

CAPTAIN

The duty of the captain is to assist the manager in his work and to also coordinate
with staff and guests for smooth flow of service.

STEWARD

The duty of the steward is to take orders of the guests, prepare KOTS, and do the
various setups and to do the service of food and beverage in their outlets.

43
Mehek

This extraordinary 52 seater Indian speciality restaurant has interiors of

jail work complimented with copper-plated serviceware and bamboo designed
cutlery.choose from a delectable range of authentic dishesh from the royal kingdom
of roAwadh and royal houses of Patiala.

Buzz

This all-day diner which can eat 110 guest offers a perfect cosmopolitian mix of
international cuisine-European,Continental,Indian and Pan-asian, authentic regional
home style delicacies and even Active food that redefines healthy bites. The easy
charm and classic comfort dishes (Indian and International) make Buzza lively scene,
even at the oddest hour. The look is chic, the vibe informal. Interactive kitchen, trendy
furnishings, and artistic food presentations set the tone.
The business crowd loves their long poolside lunches with live food stations. The
restaurant is located on lobby level that overlooks the pool.This Outlet serves daily
dinner buffet which is operational on every Night from 7.30pm to 10.30pm along

44
with Sunday Brunches.There is two types of menu serves in brunch, Alcoholic With
unlimited red or white wine and nonalcoholic,and live counter of chat,maggie with
wide range of starters and as well as Indian desserts

Swirl BAR
Swirl invites you to an electric bar space that is both stylish and sleek. Reflecting
mirrors and complementing steel and chic design elements that make a statement , it
invites you to raise a toast in the most happening lounge bar n city.Located on the
lobby level beside of the reception. Operational from 01.00 pm hours to 10.30 pm
hours.

Deli
Feast on quick bites at the deli.reflishpastrie and savouries along with
refreshment.you could also take away bakery like bread/chocolates and loafs.The
deli can seat 24 guest

45
LOTUS LAWN (5500 SQ FT)

An open air venue. Excellent for cocktails, dinners, launch parties and social
celebrations.
Capacity: Cocktail-1200 guests.This is the biggest venuatGateway hotel for
Banquet function..Thisvenu is mostly to be available between September to May
as very few chance of rains . As there is no proper covering or shelter for rains

LEARNING OUTCOME

1) I learnt to make buffet setup and cocktail counter setup for functions.
2) I learnt how to make KOTs in the computer.
3) I learnt to the settlement of bills in the computer.
4) I learnt to take orders.
.

46
 FOOD PRODUCTION

HIERARCHY OF THE FOOD AND BEVERAGE PRODUCTION

DEPARTMENT

Executive Chef

Sous Chef

CDP

Head Chef Head Chef Head Chef Head Chef Head Chef Head Chef
Head Chef
(Pantry) (Continental) (Indian) (Chinese) (Tandoor) (Halwai)
(Bakery)

Commi-1

Commi-2

Commi-3

jobtrinnee

IndustrilTrainee

47
 DUTIES OF THE KITCHEN STAFF

EXECUTIVE CHEF
The position of Executive Chef is the kitchen equivalent of a CEO. The Executive
Chef is responsible for all of the daily operations of the kitchen. He or she must
maintain control of the kitchen and the people who work there so that the food that
leaves the kitchen meets the requirements. The Executive Chef serves as a role
model and mentor to the chefs.

The duties performed by an Executive Chef include the following:

 Ordering Supplies: The Executive Chef must ensure that all supplies are

ordered, stocked, and properly stored. This includes all food items, dishes
and utensils, cleaning products, cooking supplies, and any other item
necessary for kitchen functioning.

48
 Recipe and Meal Creation: Probably the most exciting responsibility of

an Executive Chef is the creation of recipes and meals that will keep guests
coming back for more. Whether it is new dishes that have never been tried
before, or just a take on a classic dish, the Executive Chef is responsible for all
food that reaches a guest’s plate. The best Executive Chef remains up to date
on new techniques and trends in dining so that they can continue to modify the
menu to suit their customers.

 Accounting: Executive Chefs are often responsible for keeping track of

kitchen expenses, reporting to the owner what is spent and what is needed for
the kitchen. Information about the expenses incurred by the kitchen must be
accurately tracked and reported.

 Staffing:The Executive Chef is responsible for hiring and firing kitchen

staff. He or she is responsible for making sure the kitchen is adequately
staffed in all areas, and that employees receive the necessary training to
ensure quality culinary dishes are produced. The Executive Chef assigns
duties to his or her staff, such as food preparation tasks, or assigned line
positions.

 Cooking: Surprisingly, cooking is often the part of the job where the
Executive Chef spends the least amount of his time. Depending on the
number of additional staff in the kitchen, an Executive Chef may cook only on
special occasions.

49
SOUS CHEF

A Sous Chef in the kitchen is the second in command, below the Executive
Chef. The job of Sous Chef involves significant responsibility.

A Sous Chef must be familiar with all of the daily operations of the kitchen, and must
be able to perform any task in the kitchen if needed. A Sous Chef often acts as the
intermediary between the kitchens and wait staff, so strong leadership and
communication abilities are a must. The following is a list of the duties typically
performed by a Sous Chef:

 Planning and directing food preparation: As the second in command,

the Sous Chef is most often responsible for managing kitchen staff to ensure food is
prepared properly. The Sous Chef must be a problem solver, ready to come up with
on the spot solutions for problems that may occur in the kitchen.

 Managing kitchen staff:The Sous Chef will often have the task of

ensuring that all kitchen workers are performing at the level required by a
professional kitchen. He or she may be asked to discipline workers who are
not performing their job correctly or professionally, and may come up with
incentives to ensure that workers are putting their best effort forth.

 Training and scheduling: The Sous Chef is often in charge of training

new employees and creating the schedule to ensure adequate manning for
the kitchen.

 Expediting: The Sous Chef will serve as the expeditor for the kitchen. He
or she will be responsible for arranging tickets and ordering food preparation
so that guests receive food in the order it should be sent out.

50
  Quality Control: The Sous Chef is responsible for ensuring that food that
leaves the kitchen is of the highest quality and will make guests happy. The
Sous Chef will often be asked to ensure that portions are correct and the food
is plate.

CHEF DE CUISINE

The chef carries the full responsibility for his kitchen. He must be both cook and
administrator, i.e. as well as being able to cook, an authority on culinary matters, he
needs to be capable of ensuring quick services and maintaining discipline. He must
have a strict sense of economy and efficiency. He should be full acquainted with the
prices, market trends, commodities in season and guest requirement. His principal
function is to forecast plan, organize and supervise the work of the kitchen. He has to
purchase, control cost, train and direct staff.

He prepares a pre-determined percentage of profit and works in accordance with the

policy of the establishment.

He is responsible for staffing, selection and dismissal in consultation with the

Personnel Department. If need be, he should train the trainee cooks.

Modern experts favour relieving the Chef from the details of purchasing so that he
can concentrate on more important aspects of managing his kitchen and attending to
the actual food production side. Purchasing is becoming specialized and is vital to
the economic structure of the undertaking. It is done in consultation and cooperation
with the chef.

The chef is responsible for the staffing of the kitchen and for organization of the duty
rosters.

The Chef is responsible for the staffing of the kitchen and for the organization of the
duty rosters.

51
The Chef concerns himself with the quality of food and its presentation.

He is the departmental head and is responsible to the management.

BEST HYGIENE PRACTICES

CHOPPING BOARD COLOUR CODE

1. Vegetarian items: Green chopping board.

2. Mutton: Red chopping board.
3. Chicken: Red chopping board.
4. Seafood: Blue chopping board.

 Disinfect all utensils, working board, knives and chopping boards with
chlorinated water before use and use single wipe paper.
 All food should be processed within 45 minutes and the temperature should
not exceed 15 c.

 Keep washed cutting board in disinfecting sink for 15 minutes and store on the
drain board of the trolley.
 Wear gloves while making and presenting fruits, salads, sandwiches and
hors’d oeuvre.
 Gloves should be changed after every
activity or every two hours. Also,
change gloves if any other equipment is
touched.
 All utensils should be kept on the racks.
Do not keep anything on the floor.
 Do not keep any food item on the top of
the rack.

52
  All food trolleys should have racks and the portioned food should also be
covered properly.
 Strictly follow production schedule.
 Keep masala trolley clean and covered.

GLOVES POLICY

DO’S AND DON’TS

 Gloves should be used by all food handlers handling final product (ready to
eat product) directly by hands (e.g. salads, sandwiches, roties, and breads.)
 Do not use gloves while handling food through an equipment i.e. laddle is hot
in the kitchen.
 Ensure the sanitation of gloves by following the SOP for hand washing strictly
or use leyermed for hand washing.
 Gloves should be changed every two hours or more often if required.
 Please discard your gloves into the garbage bin properly prior to leaving the
kitchen.
 Gloves should be used by all handlers suffering from cuts, wounds, boils on
their hands irrespective of whatever is handled.
 Gloves can be used by staff engaged in cleaning and handling detergent and
strong chemicals.
 Prior to wearing gloves, wash hands thoroughly, wear gloves in dry hands and
ensure that the hands remain dry inside or change gloves to protect your
hands from infection.
 Food handlers allergic to LATIX gloves can wear plastic gloves prior to
wearing the rubber gloves.

53
TAJ FOOD SAFETY SYSTEM

BUTCHERY AREA

CHOPPING BOARD COLOUR CODE

1. Poultry: Red chopping board.

2. Mutton: Red chopping board.
3. Sea food: Blue chopping board.
4. Pork: Yellow chopping board.

STORAGE BASKET COLOUR CODE

1. Poultry and mutton: Red basket.

2. Seafood: Blue basket.
3. Pork: Yellow basket.
4. Vegetables and fruits: Green basket.

54
Seafood to be stored and processed in separate area.

Thawing to be done at temperature below 8 c.

In case of urgent requirement only thawing can be done in cold running water
ensuring that the surface temperature does not exceed 12 c.

Follow FIFO system.

Temperature during processing should not exceed 15 c and processing time should
not exceed 45 minutes.

Clean and disinfect all chopping board, working tables, knives, and machines with
chlorinated water before and after every use. Use single wipe paper.

Wear gloves while processing.

Do not store food items under machine, evaporator, in the deep freezer and thawing
room.

All items should be date marked.

LEARNING OUTCOME

1. I learned how to operate various electronic machines used in the kitchen.

2. I learnt few recipes in bakery.

55
 HOUSEKEEPING

INTRODUCTION
The basic function of housekeeping department is the upkeep of the guest room as
well as the public area of the hotel like lobby, restaurant, corridors etc. A hotel guest
spends at least one third of his/her stay in the hotel room. Therefore the aesthetic
appeal of the room, its layout, cleanliness, furnishings and décor are of prime
importance and renovate them at regular intervals.

When visiting a hotel you must have noticed how spick and spotlessly clean it looks.
It is the housekeeping department which is responsible for the general upkeep both
of the guest rooms of the hotel as well as all its public area’s whether it is to be
staircase, lobby, restaurant or lounge.

The housekeeping staff also does the flower arrangement in the public area and the
guest rooms.

56
 Housekeeping Department is the Important Department of
the Hotel Industry.

Housekeeping Department is the backbone of the hotel industry because when

anybody enters into the hotel we see the decoration and cleanliness of the hotel. So
it is all up to the housekeeping.

The housekeeping department is responsible for the upkeep and maintenance of the
entire hotel. One of the first impressions the guest forms when he walks into a hotel
is a reflection on the housekeeping department – how clean and well maintained the
surroundings are. No hotel can function without this department because it oversees
everything from guestrooms, public areas, laundry, linen, horticulture and flower
arrangement and maintenance of housekeeping machinery.

They are the backbone of the hotel because they are responsible persons in the
cleanliness of the rooms in which the first thing a guest expects. No hotel will survive
in the industry without the housekeeping but it can survive without the sales. It brings
highlight and popularity of the hotel in the industry.
As the saying goes, “The difference is in the details.” Those details are the charge of
the Housekeeping Department. As one of the most integral department within the
hotel, the Housekeeping Department is responsible for the immaculate care and
upkeep of all guestrooms and public spaces. Individuals who excel in the
Housekeeping Department have an eye for detail and a commitment to the training,
development and motivation of a diverse group of talented employees. In a
competitive hotel market, it is service and cleanliness that really make an impact on
our guests and determine whether they will return.

57
HIERARCHY OF THE HOUSEKEEPING DEPARTMENT

General Manager

Executive Housekeeper

House Area Linen Laundry

Public

Supervisor

Houseman

CONTROL DESK
The control desk is the control department, its efficiency determine the smooth
operation and efficiency of housekeeping. It is a local point for communication to
various departments. The control desk is situated normally adjacent to the Executive
Housekeeper’s cabin. The area of the desk must have a large notice board which
serves as important information display for housekeeping staff.

The notice board displays the following information:

1) Room number of group.

2) Room number of crew in-house.

58
 3) Night cleaning schedule.
4) Duty roaster of room attendant
and supervisor.
5) Any other important notice.

ROLE OF CONTROL DESK

The control desk co-ordinate with the

front office as well as other department like maintenance etc. to deal with the room’s
information which is very necessary to circulate in this department. Control desk
plays very important to room revenue are as follows:

1) Give check in and check out information to the front office and room service.
2) Give information about the VIP guest arrivals.
3) Give the information about any maintenance work pending in the room.
4) Give room ready to front office for sale.
5) Maintain record of occupancy report, vacant room, and occupied room.
6) Give room status information to the floor boy and instruct him accordingly.
7) Circulate the information about the group check in and check out.
8) Maintain the laundry records and send to the floors and check the laundry
while sending it to the floors.
9) Keep the update records to the room status.

REGISTERS MAINTAINED

COMPLAINT REGISTER

59
This register contains complaints regarding the guest room. It is made in duplicate.
One copy is sent to the engineering department if it is an engineering problem and
the other copy is maintained with the department for follow ups.

LOST AND FOUND REGISTER

This register is used to maintain the records of the found articles in the guest room.

DEPARTURE AND ROOM CLEAN REGISTER

It is the register in which all the departure rooms, occupied rooms are written along
with the room number. On cleaning the room the status is updated in the register and
the time is also mentioned. The shift supervisor’s name is also mentioned.

LOG BOOK

This register is maintained by the supervisor. The supervisor writes the happenings
of the day and also important messages in this register for the staff of the next shift.

SETTLEMENT SUMMARY

This register is used for reference to maintain the laundry report for monthly revenue.

GUEST CALL RECORD

It is a handmade register in which all the details of the laundry given out by the guest
and laundry delivery are recorded.

FOLDER LAUNDRY REGISTER

This register is maintained for keeping record of the guest laundry who has checked
out without collecting the laundry.

DISCARDED REGISTER

This register is maintained to keep a record of the discarded items.

60
PLACEMENT OF AMENITIES AND STATIONERY IN GUEST
ROOM

The process of placing the amenities will commence only when the following tasks
are complete.

1. The bathroom and the toilet have to be cleaned and wiped dry.
2. The bed making has been done, dusting of the room and vacuuming has been
completed.
3. The TV remote has been checked and all the fittings and fixtures have been
certified in proper working condition.

A. Check the Stationery and Amenities in the wardrobe: The following to be

stocked in the wardrobe.
1) Wooden hangers – 08 nos
2) Skirt hangers (Clip hangers) – 02 nos
3) Coat hangers – 02 nos
4) Laundry bag – 02 nos
5) Laundry slip in the folder – 02 nos
6) Bathroom slipper – As per occupancy, one per guest.
B. Check the minibar and Tea and Coffee tray.
The Tea and Coffee tray to be stocked as under: -
1) White Sugar – 06 nos
2) Sugar free – 04 nos
3) Coffee – 02 nos
4) Masala Tea – 01 no
5) Lemon Tea – 01 no
6) Earl Grey – 01 no
7) Regular Tea – 02 nos
8) Powder Creamer – 02 nos

61
 9) Liquid Milk – 02 nos
C. Place the stationery folder on the writing table, the Taj pencil to be placed on
the stationery folder as per picture.
The folder should include the following: -
1) In house rules card – 01 no
2) Guest opinion card – 01 no
3) Guest letter head – 02 nos
4) Taj Envelopes – 02 nos

The stationery should have no crease, stains.

D. Place the magazines on the coffee table. Ash tray with match box to be placed
(smoking room only).
1) Newspapers.
2) Business Magazine: Taj Magazine and The Week Magazine.
E. Place the scribbling pad along with a pencil below the phone and in the
bedside table.
F. Place the pillow menu card on the bed side table.
G. IRD menu to be placed on the writing table. On the other bedside table, place
two water bottles with glasses.

AMENITIES

A. LCD TV: size 40”.

B. LCD TV: size 32”. (Base category room)
C. DVD.
D. Cordless phone on the writing table. With room number written.
E. Telephone on the bedside table. With hotel number and room number written
on it.
F. Telephone in the bathroom close to the shower.

DIFFERENT LINEN WITH THEIR SIZES

A. King mattress: 10 ½” for suite rooms. For other category rooms 8 1/2” height.

62
 B. Queen mattress: 10 1/2” height.
C. Pillow size: 18” x 32”.
D. Pillow cover: 20” x 32”.
E. King bed sheet: 102” x 102”.
F. Queen bed sheet: 102” x 102”.
G. Twin bed sheet: 72” x 108”.

BATH ROOM LINEN

A. Face towel: 12” x 12”. 02 nos.

B. Hand towel: 18” x 25”. 02 nos.
C. Bath towel: 36” x 60”. 02 nos.
D. Bath mat: 20” x 30”.
E. Bath robe: depends upon the number of guests in room. One for each guest.

HONEYMOON PACKAGE BEDROOM AMENITIES

A. Bed linen pastel colour.

B. Duvet cover with matching pillow covers.
C. Satin dressing gowns.
D. Red wine: one pint size bottle. 02 glasses set on a stand.
E. Cake and energy drinks in dry state.

BATHROOM AMENITIES FOR HONEYMOON PACKAGE

A. Aroma candle in a container.

B. Aromatic bath salt bottle.
C. Aromatic bath oil.
D. Flower arrangement, flower
petals in a basket.

LADYEXECUTIVE AMENITIES

A. Nail polish remover.

63
 B. Nail cutter.
C. Nail file.
D. Sanitary Napkins.
E. Magazine Cosmo.
F. Cotton balls in a jar.

LONG STAYING GUEST

A. Preferredfruits.
B. Preferred toiletries.
C. Preferred flowers.
D. Preferred newspaper.
E. Preferred breakfast.

PILLOW MENU

We provide the guest with a range of finest pillows for great sleep.

A. COTTON:

Pillows not treated with chemicals, are hypo – allergenic, and don’t grow mouldy
with age.

B. ENERGY:

Traditional Himalayan herbs specially blended to promote clarity, concentration

and energy renewal.

C. SPONDI:

A unique combination with soft outer core

and firm support inside, designed in a
manner to prevent neck or back strain.

64
D. SLIM:

Slim yet soft there by eliminating any discomfort to the user.

E. SUPER SOFT:

Soft non-allergic pillow which provides greater flexibility to the neck.

F. STANDARD:

Plump pillow with softer material, evenly distributes head and body weight,
prevents lumps and ensures more comfort.

G. MEDITATION:

Contains a special blend of aromatic Himalayan herbs for purification, mental

alertness and arouse enlightened qualities.

H. TRANQUILITY:

Genuine Tibetan and Himalayan herbs in this pillow will relax and sooth the body
contains mind purifying essence to clear away past tension and put the senses to
ease.

I. PEACE:

Contains lavender famed for its healing qualities, chamomile use to allay fear and
anxiety, these scents contribute harmony and wellbeing.

65
EXPERIENCES PLACED IN A GUEST ROOM

Experiences are those amenities placed in a guest room to make the guest’s stay
more pleasant and memorable.

1. Petal bath.
2. Foot bath.
3. Warli painting,Cookies.
4. Towel art.
5. Ladies amenities. (Sanitary napkin, sewing kit, shower cap, disposable
bag, band aid, ear buds, nail file.)
6. Japanese amenities. (Torch, alarm clock, green tea, chilled water bottles.)
7. Essence stick. (Agarbatti.)
8. Quran, Bible, Bhagvat Gita.)

IN CASE OF FIRE ON GUEST FLOOR

1. Master key to be kept ready.

2. To remove old obstacles and trolleys from the corridors and escape routes.
3. Assist security and maintenance staff by providing extra fire extinguisher.
4. Ensure all pantries on the floors are closed.
5. Assist guest coming out of the room to safe escape route.
6. Do not allow the guest to carry their baggage.
7. Advice guests not to use elevators. Physically check the rooms to ensure each
room is vacated. Mark a “CROSS” on the door of the rooms with the
fluorescent marker.
8. Special attention to be given to the handicapped/sick guests staying on the
floor.
9. Provide face towels to the guests at the assembly point.
10. Housekeeping coordinator to collect all worksheets/rooming list for calls.

66
FLOWER ARRANGEMENTS AT VARIOUS PLACES IN THE
HOTEL

PUBLIC AREA:

1. Lobby Reception: One big arrangement.

2. Guest washrooms (lobby): One arrangement each.
3. Guest washrooms (first floor): One arrangement each.
4. Coffee Shop: One arrangement.
5. Mystic Masala: One arrangement.
6. Whispering Bamboo: One arrangement.

67
 7. Business Center: One big arrangement, three roundels.
8. Fitness Center: One arrangement.
9. Lobby: ten roundels.
10. Floor corridor arrangement:
a) 1st floor: One arrangement.
b) 2nd floor: One arrangement.
c) 3rd floor: One arrangement.
d) 4th floor: One arrangement.
e) 5th floor: One arrangement.
11. Daily twenty gerberas on each floor.
12. Daily twelve gerberas to room service.

CHEMICAL USED AND THEIR DILUTION

Nameof the Where it is used Dilution

Chemical
Taski R1 Bathroom cleaner Vanity counter, 20 ml in one liter
cum sanitizer. bathroom. bottle.
Taski R2 Hard surface Picture frames, 20 ml in one liter
cleaner, windows, mirrors. bottle.
concentrate glass
cleaning.
Taski R3 Glass cleaner. Mirror, glass. 20 ml in one liter
bottle.
Taski R4 Furniture Surface, bed sheet, Ready to use.
maintainer. table, chair.
Taski R5 Air freshener. Room, public area. Ready to use.

68
Taski R6 Toilet bowlcleaner Water closet. Ready to use.

GROO
MING
STANDARD
S

MEN:

1. UNIFORM:
 Always wear a vest.
 Always carry a clean white handkerchief and a clean comb.
 Name tags to be shining and visible.
 Immaculate, spotless, well ironed, no unnecessary creases. Appear fresh,
not faded, perfect fit. No loose threads or broken buttons, cuffs and collars
to be clean and stain free.
2. MOUSTACHES:
 Neatly trimmed.

69
  Should not cover upper lips.

3. HAIR:
 The spiked look.
4. FACE:
 Clean shaved.
 Sideburns to be cut.

5. NAILS:
 Trimmed and well maintained and neatly cut, clean and dirt free, no nicotine,
carbon, ink stains.
6. FOOTWEAR:
 Well maintained.
 Well-polished.
 Black or brown colour.
7. ORNAMENTS:
 Watches (conservative, not flashy, not too big, leather strap – black or
brown, metallic strap – gold or silver.)
 Ring (only one any one hand.)
 Maintain eye contact with the guests and always smile.
 Maintain a good body posture.
 Look alert and attentive.
8. BELT:
 Not cracked or dull, simple, no flashy buckle.
 Not more than 1.5” wide.

70
 WOME
N:

1. HAIR:
 French roll.
 High pony tail.
 The front of house open hair looks.
 Blunt look for short hair.
2. UNIFORM:

71
  Immaculate, smooth, clean, no crease or stains.
 Stocking: should not have ladders, tears or holes.
3. FOOTWEAR:
 Closed shoes or sandals.
 Well-polished and in good condition.
 Black or brown in colour.
4. EAR RINGS:
 Only one set.
 Not too flashy or dangling or too big.

5. BANGLES:
 Two thin bangles. Gold or silver.
6. CHAIN:
 One thin chain. Gold or silver.
7. NOSE STUD:
 Only one small nose stud.
8. MAKE UP:
 Eye shadow: subtle and not excessive.
 Eye liner: thin, straight, applied neatly.
 Bindis: small, round. Single shade or sober colour that matches the
uniform.
 Foundation: use foundation to avoid oily look.
 Lipstick: matte finish, sober, should match the uniform colour.
9. FINGER NAILS:
 Well maintained and clean, neatly cut, shaped, no excessively long nails,
only light and neutral coloured nail polish.
 Cover entire nail with no cracks or gap.

10. TOE NAIL:

72
  Well maintained and clean, nail polish should match finger nail polish,
not cracked.

LEARNING OUTCOME

1. Learnt to make guest rooms.

2. Learnt to prepare experiences.
3. Learnt about different chemicals and their uses.

73