Swapnil Chaturvedi

INDUSTRIAL TRAINING REPORT

The Piccadily Lucknow Compiled by SWAPNIL CHATURVEDI INSTITUTE OF HOTEL MANAGEMENT AND CATERING TECHNOLOGY BHOPAL

CONTENTS
About Piccadily Introduction Hotel Information Departments Front Office Food & Beverage service Housekeeping Food & Beverage production Experiences

ABOUT PICCADILY
The piccadily is a name that combines a rich legacy of carefully nurtured values steeped in a culture of excellence with opportunities for participating in new vistas of the company growth. The main success factor of the companys growth, are the piccadily employees and talent selected for this exiting journey. The piccadily considers its employees among its most important stakeholders in taking in to new pinnacles of service standards and guest delight.

INTRODUCTION TO THE HOTEL PICCADILY, LUCKNOW

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The Piccadily hotel is located in one of the prominent locations of Lucknow which is Alambagh, near the airport and is approximately 8 kms from the heart of the town Hazratganj. There are 106 rooms comprising of standard, deluxe and suite rooms, it comes with all high end amenities. Special room facilities 24 hour room service In house laundry Data port in room Mini bar Baby sitting Central air conditioning Cable TV Hair dryer Electronic safe Tea coffee maker Dr. on call LCD TV Work desk with executive chair Digital telephone High speed internet connectivity Sound proof windows

OTHER FACILITIES
y Business centre y Conference and banquet halls facility y Flouriest y Wi-fi connectivity y Health club y Fitness centre y Swimming pool y Parking y Pool outdoor y Services y Currency changes y Valet parking services y Travel desk service y Baby sitting arrangement y Mode of payment y Cheque y Cash y All major credit cards

ACCOMODATION OF HOTEL PICCADILY

y Twenty five Executive rooms y Sixty one Standard rooms y Six suite rooms

The room boast of a carefully crafted blend of aesthetics and modern beautiful interiors that reveals impeccable taste. The other vital characteristics of rooms other than their exquisite adornment are the presence of all contemporary amenities.

RESTUARANTS
The hotel has a variety of restaurants to serve you the cuisine of your choice. Marine room, the 24 hour coffee shop and The Punjab, speciality restaurant serving delectable Punjabi cuisine. The hotel also has Theka, the bar and In room dining room service. Marine room is open for 24 hours, this coffee shop is ideally suited for a lovely conversation over a cup of coffee. The ambience is very pleasant and the coffee served rich and aromatic. Ambience is based on sea side theme, where you love to spend your unhurried moments sipping on a variety of beverages an snacking on delicious bites.

Punjab, the speciality restaurant tantalize all your taste buds that serves the sumptuous delights that have made frontier food the toast of the world. The expert chef display commendable culinary skills in churning delights daily. Punjab is the dining zone of hotel piccadily.

Theka bar Housing an exotic collection of drinks and wines, this lounge bar is great for relaxing and unwinding. The lounge bar of the hotel piccadily has a spirited stock of hard drinks and cocktails. The theka bar is a heady cocktail of business and pleasure, raise a toast to the good times.

CONFERENCE AND BANQUET HALLS

The hotel has nine well equipped conference and banquet halls that can accommodate upto thousand guests as perfect venues not just for personal gatherings but also for corporate meet. It is well equipped with all business amenities to ensure that conferences, seminars, product launches, basically any kind of corporate gatherings can be successfully organized here. It also includes completely furnished and fully equipped board rooms for presentation and meetings. The hotel offers the best of residential and non-residential banquets ideal for conferences, meetings, interviews, seminars, weddings and parties. BANQUET HALLS Sunset Dawn Autumn Fall Spring Winter Summer Monsoon 1 Monsoon 2

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HIERARCHY :CHAIRMAN MANAGING DIRECTOR GENERAL MANAGER EXECUTIVE HR DGM F & B MANAGER FRONT OFFIC MANAGER FINANCE MANAGER EXECUTIVE CHEF SOUCE CHEF EXECUTIVE HOUSEKEEPE CHIEF ENGINEER CSO EDP MANAGER Mr. SHYAM SUNDAR SHARMA Mr. ADITYA NATH SHARMA Mr. VIKASH KATOCH Ms. KIRANPREET KAUR Mr. SANJAY KAPOOR Mr. VIKAS SETH Mr. ATUL KUMAR DHAR Mr. JITENDRA SINGH Mr. AJAY AWASTHI Mr. RAJESH Mr. KAUSHIK ADHIKARI Mr. VINOD SINGH Mr. D.P SINGH Mr. UMESH SHUKLA

FRONT OFFICE

INTRODUCTION
Front office can be defined as a front of the house department located around the foyer and the lobby area of hospitality property. Hence as these departments located around the foyer of the hotel are visible to the guests, visitors they are collectively called FRONT OFFICE. Front office is one of the major operational and revenue producing department of the hotel which generates revenue earned by a hotel from the sale of the guest rooms. Front is involved in providing valuable services to the guests during the entire cycle of pre-arrival, arrival occupancy and departure COMPONENTS OF FRONT OFFICE Reservation Reception Cash Bell desk Telephone exchange Information RESERVATION The reservation section is very important section of front office as this section deals with the booking of rooms for the Free Individual Traveller (FIT) as well as group. RECEPTION The reception department is one of the most important departments of front office as this section remains in indirect contact with the guests right from the time of their arrival till their departure. CASH The cash section maintains the various accounts of the guests during their stay at the hotel. It also insures that the various account of the guest are accurate and completed regularly by the process of night.

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BELL DESK Bell desk staffs are those which mostly comes in contact with the guests. The bell boy helps the guests in transporting their luggage to their respective rooms TELEPHONE EXCHANGE This department performs the important job of directing the various incoming as well as outgoing telephone calls of the hotel . They also compiled the bill of the guests incurring various STDs and ISDs calls charge and provide wake-up calls to the guests. INFORMATION The information section plays an important role in providing valuable information to guests regarding the hotel, city and the country at large. BOOKINGS OF A ROOM All front office and reservation personnel will be familiar with all facilities, packages, specials and corporate programmes to effectively sell accommodations and properly record reservations. Reservations will be accepted by front office or reservations staff 24 hours per day All personnel are to be comfortable using suggestive selling techniques. The information must be neat, accurate and complete. Dates requested must be available. A complete reservation includes:

EXPERIENCE My experience in this department i.e. Front office is good .I have learned many things, how to take reservations , guests handling , check ins and many more things. All the staff and all my seniors are very good and co-operative , they help me in learning and understanding the procedures and system of front office. I have learned such things which help in my future.

FOOD & BEVERAGE SERVICE

INTRODUCTION There are various subdivisions of F & B service department: Restaurants Room service Banquet Bar Pastry shop Cafeteria Restaurants Restaurant is a commercial establishment committed to the sale of food and beverage. A restaurant may be a licensed part of a hotel. Restaurant may be independent business entities under individual ownership and management. There are different types of restaurants: Coffee shop Speciality restaurant Grilled room Dining room

MENU A menu represents the range of F & B items offered in a restaurant. When these items are represented on a card, it is referred to as menu card. It should be informative and attractive as it reflects the quality of restaurant. There are two types of menus:
y A la carte y Table d hote y Cart d zore y These are differentiated by the manner in which they are priced.

GREETING AND RECEIVING THE GUEST

y All guests coming to the restaurant will be welcomed at the entrance by

the hostess and then escort them to the respected tables.

y Remember that the guest should not have to wait for more than 10

seconds near the hostess desk.

y In case of ladies, aged people and children will be assisted by pulling out

the chair while seating.

ODER TAKING
y After seating the guest at the table go back to the side station and pick up y y y

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the menu cards. Present menu card to the guest, give the guest sufficient time to go through the entire menu. In case the guest is not yet ready to place the order, return to the side station and wait for the guest indication. In case the buffet lay out for the particular meal period, inform the guest about the same and invite him or her to take a look at the buffet, if he or she is interested. Write the order directly on the KOT pad. Writing should be neat and legible. Draw a line clearly after each course to differentiate starters, main course and desserts. Be thorough with the menu, so that you can suggest item to the guest. Be aware of the non available items and the speciality of the day. Repeat the entire order back to the guest for serving the order.

EXPERIENCE
y My experience in this department that is Food & Beverage is good. I have

learned many things such as about the cutlery crockery & glassware used in a hotel.
y How to wipe the glass, plates etc. y How to prepare a tray for breakfast, lunch, dinner etc. y How to set a side station. y All these things will help me in future. y This experience was highly enriching and educating. All the seniors and

staff members were very good and co-operative they helped me learning many things.

HOUSEKEEPING
INTRODUCTION y In any residential establishment, be it hotel, hostel or hospital, the basic requirement of the guests are for food, drink and accommodation being the space and facilities needed for sleeping and/or living. y On the arrival guests enters the foyer or entrance hall and gains an impression of the establishment from what can be seen, mainly from the appearance that it presents. y From the reception desk the guests goes to the lift, staircase or corridor to reach the allocated bedroom, possibly passing the lounge and other public areas. CHECKING OF ROOM y The housekeeping supervisor must check each and every room thoroughly as per the following standardsy Room should not have any bad odour. y Carpets should be clean and should not require vacuuming, spotting or shampooing. y Beading of the ceiling should be clean and have no cracks in joints. y The windows and their glasses are thoroughly clean and should be locked properly.

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Curtains are falling properly and are placed in position. The curtains should be clean. Beds should be properly placed along with the mattresses Pictures and mirror should be straight and dusted properly. Telephone is kept at proper place. The cord is untangled and the mouth piece should be disinfected .scribbling pad /sticker should be in place. The lamp shades should be clean and bulbs are of correct wattage. Stainless steel waste paper basket should be properly cleaned. Shelves and drawers of the ward robe must be properly cleaned. Entrance door and frame must be dusted and cleaned. No water marks should be there on fixtures. Folder/ hotel directory kept neatly on the writing table. Ash tray on the centre table with matchbox.

TURN DOWN SERVICE y Ring the bell and announce Housekeeping y Wait 10 sec, if no reply repeats. y If still no reply, open the door slowly and announce yourself as specified by the unit . y Enter the room . y In case the guests in the room, greet the guests with a smile .

If the guests permits, proceed the task. If the guest refuses service say thank you sir/madam good night. Draw the curtains neatly across. Prepare the bed for the night. A .Fold the bed cover , keep it at the standard location as specified by the unit . B.Turn back blanket and along with night spread and top sheet on one side of the bed, making a neat diagonal flod on the side nearer to the telephone. y C.Fluff and adjust the pillows. y D.Place one breakfast knob inside fold , half out if applicable. y Remove empty bottles, soiled glasses and trays, inform room service for clearance. y Replace soiled towels in the bathroom , spread bathmat on floor and rinse the sink and wipe it dry y Empty and clean waste paper basket and ashtray. y In case of double occupancy give turn down service on both sides of the bed, both the besides lamps should be left on. NON SMOKING ROOM y One floor has been dedicated as a non smoking floor. y Front office will ensure that such rooms are not allotted to smokers y All non smoking rooms will not have any ashtrays placed in the room / bathroom. y Housekeeping staff will be watchful of any deviation by the guests and will report to the executive house keeper. y All rooms will have a non smoking tent card placed on the writing table. ROOM ATTENDANT TROLLEY y The room attendant trolley must have the following thing
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STATIONARYy Letters head Envelopes y Sheets Fax sheet y Sheets Scribbling pad y Pencil expecting a call card y DND card Make my room card y Collect my laundry card Breakfast knob y Guest comment card Laundry and dry cleaning list GUEST ROOM AND BATHROOM AMENITIES MISCELLANEOUS y Soap Shampoo with mop y Brass Moisturiser bowl y Talc Comb y Dental kit Glass y Shaving kit Freshener y Sewing kit Shoeshine y Laundry bag Shower cap y Toilet roll Tissue box y Moping bucket Taski R6 toilet cleaner y Taski R1 cum sanitizer Taski R3 glass y Taski R5 glass Vim y W/C brush Dusters y Feather brush Magic broom y Dust Pam

GUEST ROOM AND BATHROOM LINEN y Pillow slips Double bed y Single bed Duvet coves y Bath towels Bath mats y Face towels Hand towels y Bath Rob OUT OF ORDER ROOMS y A room is made not available for sale when the fault notice in the room cannot be rectified in a specific time which can take hours or days as per chief engineer. y The housekeeping and engineering department must ensure as out of order not available for sale, rooms are cleared as soon as possible. GUEST LAUNDRY y Laundry list come rate list are kept in the guest rooms and the guest fills it and put soiled laundry in the laundry bag and inform housekeeping. y Inform the guest about how much time it will take. y Send room attendant to the room and get the clothes collected. y Take out the soiled out from the bag, count it and match from the filled form, in case of any discrepancy inform the guest immediately. y Collect the fresh guest laundry and get it delivered to the guest and get the bill signed. y Send the signed bill to the front office.

DUSTING y dusting is done in clockwise direction giving special attention to the beadings , corners and hidden areas y with the damp cloth duster wipe all the furniture , window sills and frames , lights , pictures and all other exposed surfaces y use feather brush to reach higher areas for dusting y use vacuum cleaner with dusting brush . attachment to remove dust and cobwebs from the ceiling and beading y for upholstery dusting use hand upholstery brush or vacuum cleaner with upholstery nozzle y ensure that the dusting is always done using a damp cloth. Check surface of the area with your fore finger. No dust should come. CARPET CLEANING y Two types of cleaning schedules should be followed for carpet cleaning . y Daily cleaning y Periodic cleaning y daily cleaning y Use vacuum cleaner with carpet and floor nozzle attachment and clean under all furniture y Move vacuum cleaner from one end to other. y Do at least two strokes , one forward and one backward for each area. y Use appropriate nozzles for cleaning corners etc.

Periodic cleaning To remove loose dusts vacuum the carpet thoroughly. Remove stains Make shampoo solution by mixing shampooing chemical in water in desired ratio depending on the condition of the carpet. y Shampoo the carpet corners and borders with soft brush. y Treat/clean/shampoo carpet events with shampooing machine or brush. y Brush up carpet pile while still damp. y Leave to dry completely. y When dry vacuum clean the carpet again. CHECKING PUBLIC AREA y The supervisor must take the rounds of all the public areas to check cleanliness, maintenance and hygiene as per the laid down standards. y Ensure all public areas and food and beverage outlets are cleared prior to opening. y Check all public areas toilets for cleanliness. y Check that all furniture is cleaned and is at proper place. y Check all other items such as walls. carpets , counters, doors , windows , glasses , mirrors , brass, items , pictures , telephone instrument , show pieces , ashtrays, flower arrangements, planters, light fittings, etc. y Check the temperature if required gets their condition/control heating on y Ensure all public areas remain pest free.
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EXPERIENCE
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My experience in this department is very good, this experience is highly enriching and educating. I got the opportunity to train under highly senior professionals; I learned many things such as Making of room Making of bed Cleaning of room Cleaning of washrooms Dusting Turn down service The staff is very good, co-operative and understanding, they helped me a lot in my training.

FOOD & BEVERAGE PRODUCTION

INTRODUCTION y Hotels are proud of their reputation for fine cuisines and elegant dining. Food production is an integral part of the hotel. When the guest arrives at the hotel, he or she not only expects a comfortable and relax stay but he also expects good food of the highest possible standards. Especially in todays time with growing competition, it is very essential that the hotel tries to provide as many outlets to the guest serving various kinds of quality cuisines. y Food production is the conversion of food from the raw to the palatable state. There are principles, procedures and techniques in the food production as they are in other fields. y Cookery is defined as a chemical process, the mixing of ingredients, the application and withdrawal of it, technical knowledge and manipulating skills. Cookery is considered to be both an art and technology. JOB DESCRIPTION Executive chef Duties and responsibilities y He is responsible for overall smooth functioning of the whole kitchen. y Ensure that prescribed recipes and standards are followed. y Responsible for quality control. y Co-ordination with all other departments of the hotel. y Prepares duty roasters.

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Sous chef Duties and responsibilities This sous chef is responsible for his particular department which may vary. He issues duty register for his department and handover duties to the staff. The sous chef is answerable to the executive. Chef de parte Duties and responsibilities Ensures that the food items picked up timely and check portions. Control. Take over the duties in the absence of the staff. Responsible for his particular section. Duties and responsibilities Maintain cleanliness Prepares the food dishes Prepares the food dishes Responsible for the proper use of raw materials and equipments. Ensures proper storage of raw material and ensures proper pick up. THE KITCHEN SUBDIVISIONS The main sections of food production department are Soup section Hot range Indian section Gardemanger Bakery Butchery Coffee shop kitchen Speciality kitchen

EXPERIENCE y My experience in this department is good. I have learned many things, it was a good opportunity for me to see the kitchen from inside because it plays a very important and crucial role in hotel industry. y Chefs and all the kitchen staff are very good. They do their work with great enthusiasm and dedication. They also take care of hygiene and quality control in various preparations. y I have come across to pantry section of kitchen I have learned the recipes and making of different types of salads and sauces etc. cutting and peeling of vegetables. It was a very enriching and educating experience for me. CONCLUSION y When I first start my industrial training it went ever so quickly and has left me craving for much more. I would have to say that it is an absolutely fabulous part of curriculum and perhaps the most memorable one. y This experience was enriching and educating one as I went from one department to another one and meet and got opportunity to train under such highly trained senior professionals. I learnt that every individual is different from other, every job has its values and no job is superior to other. I learnt that is just the beginning of long road ahead but I know that I will able to run along. y I would like to thank all the people who helped me in several ways and completion of this wonderful journey.

Thanking you