AMBROSIA INSTITUTE OF HOTEL MANAGEMENT

TRAINING REPORT (2009-2010)

A TRAINING REPORT ON AMBROSIA RESORT, PUNE

COMPILED BY Mahua Narayan

SECOND YEAR [SEMESTER IV]

B.Sc. H.S. BACHELOR OF SCIENCE [HOSPITALITY STUDIES]

UNIVERSITY OF PUNE

1 AMBROSIA INSTITUTE OF HOTEL MANAGEMENT PUNE

TRAINING REPORT [Subject Code: 401]

ON

Ambrosia Resort – Pune

THIS IS A BONAFIDE RECORD OF WORK DONE BY

MAHUA NARAYAN PANDHARPUR [UoP – Seat No: 1622]

SUBMITTED TO THE UNIVERSITY OF PUNE IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR 2nd YEAR [SEMESTER-IV]

B.Sc. Hospitality Studies 2009-2010

______Project External Principal Guide Examiner

2 AMBROSIA INSTITUTE OF HOTEL MANAGEMENT PUNE

This is to certify that Ms. Mahua Narayan Pandharpur a student of Second year Degree in BSc. (H.S) has satisfactorily completed her Training in Ambrosia Resort, Pune.

Training In charge Principal

Submitted for Training report held on 10/5/2010 at the institute.

Date:10/05/2010 Internal Examiner External Examiner

3 ACKNOWLEDGEMENT

I take immense pleasure in presenting my report on industrial training at the hotel "AMBROSIA RESORT".

I take this opportunity to express my sincere gratitude to Prof. PARVEEZ AHMED, principal of AMBROSIA INSTITUTE OF HOTEL MANAGEMENT, PUNE for his invaluable motivation & guidance for undertaking training.

I thank Prof. SHEETAL GUPTA, training coordinator for placing me for industrial training & her continuous support in preparing this report.

My special thanks to training manager Sudip Mitra for his guidance and thorough support throughout my industrial training.

Signature Ms. Mahua Narayan Pandharpur Date: 10/5/2010

4 INDEX

Sr. Particular Page No. No. 1. IMPORTANCE OF TRAINING 5

2. OBJECTIVES OF TRAINING 6

3. PUNE INFORMATION 7

5. SIGHTSEEING IN PUNE 8

6. OBJECTIVE AND LIMITATION 12

7. INFORMATION ABOUT LE MERIDIAN 14

8. HISTORY OF LE MERIDIAN 16

9. LOCATION DETAIL 18

10. ORGANIZATION CHART 21

11. FEATURES AND SERVICE 29

12. F & B SERVICE 33

13. F & B PRODUCTION 57

14. FRONT OFFICE 62

15. HOUSE - KEEPING 65

16. OBSERVATIONS OF ALL DEPARTMENTS 80

17. SUGGESTION 82

18. CONCLUSION 83

5 IMPORTANCE OF TRAINING

An industrial training is one of the most important aspects of Hotel Management. It is an experience, which is Very much different that the actual theoretical part of the Industry. Due to the increase and scope of the service industry, the need of staff and trainees is also vast and fast growing. A trainee can undergo training in hotel from a period of one to six months. This training plays a very important part in helping trainees achieve new dimensions to their various learning methods. The students are not only taught the operational part but are also introduced to the various managerial aspects of the industry. Thus, a training helps a student to know the whole industry completely and also helps in the making of better person and professional with the right attitude for the future prospects.

6 OBJECTIVE OF TRAINING

This training is object-oriented work, which can be summarized as follows: • To encourage and promote self-learning. • To exercise innovation and creativity in work procedure.

• To observe and compare the theory taught in college and the practical working in the hotel. • To implement optimum performance. • To improve inter-personal skills. • To understand the operations of a hotel.

7 PUNE INFORMATION

Pune or Punyanagari as it is called has had a glorious past of nearly 600 years both illustrious and romantic. Long time ago who would have known that a Deccan plateau 2500 mts above the sea level surrounded by hills .valleys and historic forts would emerge as a district named PUNE. A small village inhabited by musicians and artists in 613 A.D grew into the Deccan Capital to rival . In 750A.D The Rashtrakut Dynasty ruled the Punewadi, now called Pune Poona to the old diehards. In 1856 the Pune-Mumbai rail track and the in 1857 was constructed. Later many colleges were established gradually, the Deccan college, the college of Engineering and the Ferguson college. In 1857, the offices of the Department ol Meteorology was shifted from Simla to Pune.The first Textile Mill was built in 1893 by Rajc Bahadur Motilal Pittie. Pune was home to some of the fiery personalities who wrote the eventful pages of 's freedom struggle. Mahatma Gandhi rightly said that "Pune is a bee-hive of dedicated workers for a noble cause." At present Pune is the 7th ranking industrial metro of India. In fact has achieved a place in the Guinness book of world records for having the fastest urban growth rate.

8 SIGHTSEEING IN PUNE

As Bombay is the Capital of Pune is known as the Heartbeat of Maharashtra. Old Time Punekars refer to Pune as the Pensioner’s Paradise or Oxford of the East or The cultural Capital of Maharashtra. Whereas the new generation of professionals and the ever growing student population from all over the country and abroad refer to Pune as the Cyber City or Shopper’s Paradise. In just 10 years the sleepy town of old bungalows and flower flowing gardens, graciously decaying wadas and stone houses has metamorphosed into a bustling business centre with malls , multiplexes, pubs and a restaurant on every corner.. Yet peeking through between the spanking new glass and concrete is still the erstwhile capital of the , and of the Bombay Presidency. In the heart of Pune the Narrow streets with the elevated (platforms) typical of the Peths can still be changed upon. The city grew as a series of Peths, or what we may today call wards. Many Peths were caste-based, some profession – based. An official was given permission to develop a Peth starting with a road and some houses and shops, then a bazaar and other amenities were added, mostly in the 18th and 19th centuries. The three cantonments – Pune, and – are still enclaves of wide roads, bungalows right out of the Raj and pools of greenery. The famous city bakeries do brisk business without help from the smart business graduates and are still family concerns.

9 Things to see and Do

At this point Pune seams to be two cities rolled into one; it still has the character of its colorful past, combined with a new cosmopolitism. The Puneri Pagadi has given way to the American style baseball cap worn front side back. But, some things never change and indeed the afternoon siesta is still sacroscant. So, whether you are heading for a shop or a private home, it maybe off limits between 2 and 4 pm. These are a few places which Pune has to offer.

Peshwa Vestige There is nothing mush to see in , the once magnificent 18th century palace of the Peshwas, burnt down in a fire in 1827, yet an enduring symbol of the city’s past. Pune was once dotted with such peaceful wads built by the Government officials of successive rulers. Today most have sadly been broken down or converted into government offices. Rather more interesting, for its mixture of European architectural styles, is Shinde’s Chattri at Wanawadi – built by the great maratha nobleman Mahadji . Next up is the imposing on Nagar road at the other end of Pune, which houses the Gandhi National Memorial. It was here that Mahatma Gandhi and other leaders of the Quit India Moment were interned and in this very picturesque setting also lies the Samadhi of Kasturba Gandhi. You can browse thru Letters, Pictures and other memorabilia that tell the story of the Father of the Nation.

Mornings and afternoons are the best times to visit as it closes early Timings: 9am to 5:45 pm

10  Entry Fee Rs. 5 per Adult Rs. 2 per Child Osho’s Corner Backtrack a little to Osho Commune in . Not quite the beehive of activity it was when its presiding deity was still alive, its still a good example of a well planned community living and a beautifully landscaped Nalla Park You can take either the 10:30 or 2:30 pm 1hr tour of the commune. Short and long term courses in a variety of spiritual exercises are available to the casual visitor. Even if you don’t want to see the ashram a stroll down the grid of lanes that makes up the enclave of Koregaon Park, is a good way to get a glimpse of the ‘Poonah’ of English Colonels and their Parsi successors.  Entry Fee Rs. 70

Adventures For some airborne adventure there’s paragliding and powered paragliding at where Flying Safari (Affiliated to the United India Paragliding Association) conducts learner’s and advanced courses throughout the year except during the rains.  Rates o 20-30 min Joyride Rs. 1000/- o 6-Day Basic Course Rs. 7500/- o 5-Day Intermediate Course Rs. 7000/- o One day aviation Workshop Rs. 1500/- 7:30 – 11:00 4:00 to sunset

11 Shopping The best traditional Puneri outfits can be found in the shopping areas of Pune. Laxmi Road is still the approved venue for those in search of the traditional Nauvari (Nine Yard) cotton sari and its swankier cousins, the Narayanpeth and Paithani. The other shops for shopping are Kala Niketan on Jangli Maharaj Road and Poona Sari Centre in Wonderland on MG Road for Sarees. At Savitri , right next to Nehru Memorial Hall on Moledina Road you can find some interesting things. The little shop was set up by an enterprising Zila Parishad officer to market ethnic wares from the surrounding districts.

Places to see in and around Pune The Queen of the Deccan sits in a comfortable bowl surrounded by rivers, lakes dams and towering ghats. This wonderfully variegated topography means everyone has a lot of picnicking and day-tour options, all a short drive away.

Leisure by the lakes Khadakwasla (12km SW) The National Defense Academy’s picturesque on the backwaters of the Khadakwasla Dam is an ideal picnic spot. Its about an hours drive from Pune on NDA road in Khudje Village. Take a walk along the waterside and soak in the splendor of the still waters and the Blue Mountains.

Mulshi Lake (45km W) Drive thru NDA Chowk past the picturesque village, past Ambrosia Resorts and over the Ghats to head for the backwaters of

12 the Mulshi Lake in the heart of the Sahayadri Hills. Walk up to the waterside and hang out there. Play beach ball and when hungry head for the dhabas which have sprouted up along the way. Also at Mulshi is the Kerela Ayurvedic Rejuvenation and Research Establishment (KARE). The location of the centre is half the Therapy.

Panshet (35km SW) Tucked between Panset Dam and Varasgaon Dam in the Sahyadris, Panshet is the perfect getaway if you believe that less is more. , built in the late 1950s, gained some notoriety in 1961 by collapsing and flooding Pune in the bargain. It is a great spot to visit post monsoon and in the winter to enjoy water sports on the lake between the two dams.

Maval Srushti (40Km W) Drive Towards and take a right turn at the bus stop after which you drive on before you hit this outdoor resort run by the Joshi Family, in the Maval region of the Deccan Plateau. There are waterfalls here during the Monsoon, lush greenery with over 500 species of trees and eve a rare coffee plantation. Birdwatchers can spot some rare colourful birds like scarlet minivet and blue rock thrust. You might also get to see some wild animals  Entry fee Rs. 150 per head for day trip

Places of Devotion Dehu (21Km NW of Pune) Tukaram, the 17th century Marathi saint whose abhangas (devotional songs) for Lord Vithoba are sung even today, was born in Dehu on the banks of the and is consecrated at the Shri Tukaram Maharaj Temple.

13 Another pilgrimage centre is 22 km away at , where the Samadhi of poet Saint Dyaneshwar lies.

Jejuri (48Km SE) ’s biggest draw is its hilltop Khandoba Temple.

Vadhu-Tulapur (18Km N) The spirit of the son of still hangs over Vadhu and Tulapur. For it was at the Shiva Temple, on the banks of the three rivers Bhima, Bhama and Indrayani, that Sambhaji was murdered by .

Morachi Chincholi(60Km NE) Morachi Chincholi is a small village that does not figure in most maps, but has left its mark in the hearts of conservationists. Take a left turn at Shikrapur on the Pune Ahmednagar highway to reach Morachi Chincholi. The commitment of its people has ensured that the national bird tops their pecking order here, and the ratio of persons to fowl is 1:1. So when you reach there please don’t Honk or step on the accelerator, and do note that peahens have the right of way.

Sinhagad Fort (25Km SW) is a great location simply for its natural beauty. Scene of historic Maratha battles, history continued its tryst with Sinhagad during World War II, when Japanese and German POW’s were housed here.

Torna (50Km SW) and Rajgad(54 Km SW) Torna, a favourite of trekkers was also captured by Shivaji. And it is here at Torna that he is said to have found a pot of gold coins, which

14 he later used for building Rajgad fort, about 4 Km down the road from Torna. Ashtavinayak Trail The first stop on the pilgrimage to the ashtavinayak - the eight swyambu(self created) Ganpati shrines in Maharashtra should ideally be Shri Mayureshwar and Morgaon, 64 Km SE of Pune. Closely associated with Morgaon is the Chintamani Ganpati at Theur (21Km E) At Ganpati, 50Km NE on the Nagar Road the deity is known as because of the size of the statue. It has 10 Trunks and 20 Arms.

The Aga Khan's Palace This Palace boasts of Italianate arches, a gracious building having salons and suites and spacious lawns . The place has a historical landmark. During the 1942 Quit India Movement the Britishers interned Mahatma Gandhi and his wife Kasturba Gandhi here. Later a memorial was erected here in the memory of Kasturba Gandhi who died in this palace.

Appu Ghar Indira Gandhi Udyan situated at Pradhikaran, Nigdi on Pune-Bombay highway. It is a play park and a mini Disney Land full of wheels, merry-go-round and swings. Both adults and the children enjoy the rides and the fun alike. Reaching there is no problem as there are direct bus service from the Pune station.

Bund Garden This garden is also known as the Mahatma Gandhi Udhayan. It was

15 built by Sir Jamshedji Jeejeebhoy, on the right bank of the Mula-Mutha to provide the poor with water during summer. Main attraction here is the evening boat rides, horse rides etc. The garden is famous for Bhel- and Pani-Puri. It is situated on the Airport road and very close to the Camp area.

Film and Television Institute of India The FTII is situated on a sprawling campus midst much greenery on the Law College Road. It is a premier institute that imparts training in all branches of the film industry and is known for having produced some of the finest professionals in the Audio- Visual media, most of whom have won accolades abroad. So if you have star in your eyes, FTII is a must.

Raja Dinkar Kelkar Museum The museum is housed in a Rajasthani styled building situated close to the hustle and bustle of busy Bajirao Road of Pune. It holds a one man collection of the most fascinatinc Indian articrafts that you would have ever seen. " Mahal' which was brought and erected as it was from it's original form is a masterpiece amongst it's other exhibits. It has 36 sections which include carved palace and temple doors, 2,000 year old pottery, traditional Indian lamps and 17th century paintings.

National Defence Academy This is a Defence Academy that imparts basic training to officers, cadets of all the three branches of the Defence Services for Commission in the Army, Navy and Air-Force. It is situated at Khadakvasla 17 kms From Pune.

16 Osho Commune Pune has become a international tourist spot because of the Osho Commune International. Spread over 31 acres of flush green surroundings, is the meditation resort to people from over 60-70 different countries. The Osho Commune offers over 100 different meditation techniques to all the participants. It has become a must- visit to all the tourists over the world who are on a spiritual journey.

Parvati Hill and Temples Standing atop this hillock you get a vertical glimpse of Pune. A steep flight of 108 narrow steps lead to the hill top temple built by . 'Nagarkjana' drum house is the imposing temple of Parvati and Devdeveshwar. This was once the private shrine of the Peshwas. It is also the final resting place of Peshwa. The Parvati museum houses portraits of Peshwas, old manuscripts, coins etc.

Pashan Lake This lake is situated 12 Kms off the road to N.D.A. It is an Orinthologists delight, as it is the favourite haunt of a number of migratory and residential birds. For birdwatching head towards this little lake.

Pataleshwar Caves This 8th century rock cut temple is hidden in the heart of the city in the midst of modern high rise structures and developments, at Shivajinagar. Reminiscent of Ellora, the temple has been carved out of a single boulder of awe inspiring size which includes massive pillars, a Shiva shrine and a Nandi bull, the temple is used by worshippers even today.

17 Shaniwar Wada This imposing palace was built by the successors of Shivaji, the Peshwas in 1736. A massive fire destroyed the building in 1827. Most of the palace interiors also got destroyed and all that remains is the old fortified wall. But of course the impressive brass studded gates and lotus pools have also withstood the ravages of time. This Palace situated in the heart of the city near to , Shivajinagar, and Laxmi Road, has become the symbol of the culture of Pune. It is place to charm you and take you through the memory pages of history.

Sinhagad Fort Sinhagad fort stands 25 Kms from Pune, formerly known as Kondhana, once being the most impregnable fort in western India. It's literal translation is the "Fortress of the Lion". The fort has changed hands many times from Mohammed Tughlak in 1340 A.D., to the British in 1918 A.D. Legends says, 300 years ago Shivaji's Gen. Tanaji Malusare scaled this sheer precipice with ropes and giant lizards. He was killed in the battle and a memorial exists. It is an ideal place for a day long picnic and site seeing. The main attraction is climbing the fort on foot.

University Of Pune The site of Pune University, stately mansions at Ganeshkhind built in Italian-Gothic style, was the official residence of the Governor of Mumbai during the monsoon season. The 300 mt high tower beckons to all these who come here in the pursuit of higher education. It is one of the oldest universities of India.

18 OBJECTIVE AND LIMITATIONS:

Objectives:

1. To know the work system of the hotel this is the main purpose of training. 2. To improve the skill and knowledge for working in the service industry. 3. To check work skill and knowledge training helps a lot and wherever lacking there improvement can be done. 4. Trying to work with more efficiency and improvement in time management. 5. To improve our grooming standards and communication skills as well. 6. Training helps in an improvement of job knowledge and gives complete work experience.

LIMITATION

1. No survey of hotel

2. Training in three departments. 3. Stipend was not given 4. Inter department communication in local language

19 A TRAINING REPORT ON

Promoted by San-Mahu Motels Pvt. Ltd.

Compiled

20 by: Mahua Narayan Pandharpur

21 AMBROSIA RESORT

Ambrosia Resorts, commonly referred to as a paradise did not happen in a jiffy. It is grown due to tender care from persons who love nature passionately. It is fairy-tale of how a piece of land in wilderness turned into a dreamland. The piece of land on which Ambrosia Resorts is placed was acquired in 1989, barren and covered with wild grass and gravel, thorny bushes and the crazy parthenium. It is a fantasy that has grown out of rough country side within a span of 10 years. The transformation occurred little by little and has discounted a lot of patience and perseverance for a long period of 10 22 years. It is good model of a passion, a hobby tuned into commercial venture.

It really started as a hobby. To be away from the hustle and bustle of the city life the Narayan family decided to develop the place as a getaway place. The place was tended and cared with immense personal attention and that it grew into what it is now. Hundred of Alphonso mango saplings, coconut saplings were planted immediately after the piece of land was acquired.

Initially the place offered itself inviting membership to families and to attract potential members a restaurant entitled “Ambrosia” was opened in 1991.

In the year 1991 the owners of the place Mrs. & Mr. Narayan, started developing the place to convert it into a more enjoyable place.

It started with planting about 100 Mango trees and a 100 more coconut trees. The original concept was to make it a Farm house for the Family to stay and spend their weekends away from the city rush and pollution

23 LOCATION OF THE HOTEL

24 LAYOUT OF THE HOTEL

25 THE VISION Our vision to re-launch the brand is to transform Ambrosia Resort from a simple restaurant into a highly desirable lifestyle brand that offers a stimulating experience for the creative guest. Portfolio, 26 pipeline management, operations, service and experienced delivery and marketing are the three key pillars that will drive this transformation.

THE MISSION We will provide to our guests not only a great stay but also an active discovery that they themselves control. Their stay with us will inspire them to be creative by giving them a new perspective. More than delivering a beautiful design an accommodating room and a comfortable bed, we will create feelings of personal growth, enrichment and a deep sense of community and affiliation.

THE CORE VALUES Chic is our Style: subtle, refined, sophisticated, forward-looking, original. Cultured is our Content: our passion points are art, architecture, fashion, cuisine. Discovery is the Benefit: A new perspective, a new way of seeing things.

ORGANISATION CHART

27 Directors Mr. P. Narayan & Mrs. Sathya Narayan

Mr. Rajesh Shrivastav

Executive chef (Acting G.M)

. Sambhaji Mr. Sudip Mr. Nitin Mr. Amrut Mr. Mahadeo Mr. Rabi Ghodke Mitra Shinde Giri Patil Kumar

Food Beverage Banquet Incharge Maintenance H.R. Manager Store In charge Manager Sous Chef incharge

CDP, Stewards Commis, and Trainees, Captains Dish Washers

Photos of Senior Staff

28 DINING Trendy and fashionable yet informal, Ambrosia is our restaurant with multi-cuisine lunch and dinner as well as a la carte offerings. The lavish American buffet breakfast spread is very popular.

The upcoming 24 hour café will be a stylish, yet casual place to unwind. Situated off the lobby in a semi-open air setting, a two-piece international band provides a festive atmosphere. Tea Lounge is our

29 informal "Meet & Greet" place adjacent to the lobby. Enjoy traditional English tea with rare sandwiches and pastries. The snacks and pastry counter and the pianist in the evening add character.

Restaurants & Lounges

Ambrosia Restaurant Cuisine: Multi Cuisine Atmosphere: Closed during lunch & Open Air Dining for dinner Setting: Lunch and dinner

Upcoming Café Hours: 24 hourse

30 Atmosphere: Lobby, Trendy and informal Setting: Plasma TV and Live Band

FEATURES & SERVICE

• Bellmen/Porters • Express Check-Out • 24-Hour Room Service • Medical Services Available • 24-Hour Concierge Service • Express Check-In • Multilingual Staff • Currency Exchange • Massage Treatments • Parking Facilities 31 • Florist • Car Rental Desk • Valet Parking Facilities • Business Center/Services • Outdoor Pool • Handicap Accessible Facilities • Paddle Pool for Children • 24-Hour Front Desk

Some of the services and facilities above may not be available on a 24-hour basis or without advance request. Fees on certain facilities/services may apply.

32 Food & Beverage Sections

Name Type Hours Davs Ambrosia Multi Cuisine at 11:30 – 23:00 Daily Restaurant LOBBY LEVEL

Lounge Tea/Coffee, light 24 hours Daily Snacks at Lobby Level

Upcoming Café Multi Cuisine 24 Hourse Daily

33 34 35 DETAILS OF F & B OUTLETS

1. Ambrosia Restaurant

2. Lounge

3. Upcoming Cafe

36 Ambrosia Restaurant

It is a Multi cuisine round the clock Restaurant which operates 11:30 – 23:00 daily.

It is situated near the poolside and is well spaced comfortably accommodating up to 300 68

TIMINGS Breakfast : 07:00 a.m. to 10:30 a.m. Sunday : 07:00 a.m. to 11:00 a.m. Lunch : 12:00 p.m. to 03:00 p.m. Sunday : 12:00 p.m. to 03:30 p.m. Evening Snacks : 03:00 p.m. to 07:00 p.m. Dinner : 07:30p.m to 11:30p.m

37 Restaurant Hierarchy

Mr. Sudip Mitra (Restaurant Manager)

Mr. Nitin Patil Mr. Amrut Patil (Sr. Captain) (Banquet Manager)

Captains, Stewards Stewards and and Trainees Trainees

38 BUFFET BREAKFAST

The buffet consist of:

Selection of Tea/coffee served on the table 7 types of juices 7 fresh fruits 6 cereals and muesli Selection of fine cheese Selection of cold cuts(chicken &smoked salmon) Egg trolley for all sorts of egg prep by the chef 36

39 OBSERVATION

Micros system is used for generating Bills & K.O.T. Every night 7.00pm to 11.30 pm Dinner is served at the poolside

There is three shift of staff (morning , second , night)

Every shift count the crockery & cutlery and handover is given to the next shift

Manager or senior captain check the grooming of staff

At the time of guest arrival in restaurant the host welcomes to them

Every month inventory is there of all equipment by stewarding supervisor.

40 Upcoming LOUNGE

PHOTO

• The Lounge will have an elegant sofa seating with beautiful shell covering Table lamp at Lobby level

• The huge pillars of outlets will have carvings of 16th Century.

• 50 covers Sofa Seating • Exotic Tea & Aromatic Coffee is served 24 hours

• Its Display counter has wide range of pastries, cakes, cookies & not forgetting the variety of chocolates which are prepared by Chef at the In house Bakery till 01:00 Hours Daily.

41 Banquet halls

42 Ambrosia has 3 Banquet halls Amb 1, Amb 2, Amb 3. The seating capacity of the halls range from 30 people to 500 people. The halls are centrally air conditioned with no columns causing any obstruction.

43 Banquet Hierarchy

Mr. Amrut Patil (Manager) Mr. Chanchal Singh (Sr.Captain) Mr. Dayanand Patil (Senior Steward)

44 Different table set up used in banquet hall:

• U SHAPED TABLE SETUP • T SHAPED TABLE SETUP • THEATER SETUP • ROUND TABLE SETUP • DANCE FLOOR SETUP • STAGE SETUP

45 DIFFERENT BUFFET SETUP

• SINGLE POINT BUFFET SETUP • DOUBLE POINT BUFFET SETUP • DESSET COUNTER SETUP • TEA COFFEE SETUP

46 STARTERS SERVED IN A BANQUET

• ALOO MAKAI TIKKI • FISH FINGER • ACHARI PANEER TIKKA • SARSON PANEER TIKKA • PANEER CHILLY DRY • CHILLY CHICKEN DRY • CHICKEN MALAI TIKKA • CHEESE & PINEAPPLE STICK

47 OBSERVATION:

Name of banquet halls: Amb 1, Amb 2, Amb 3. Poolside.

1. Function details are handover to the staff after joining duty immediately. 2. Welcome drink serves on arrival of the guest 3. Starter serves hot &many starter are serves on hot Sizzler platter 4. The clearance counter should clean all time 5. According the menu of the party buffet is set 6. Informal service is offered to a guest 7. In case of VIP guest silver service offered to the guest

8. Starter is serve with their proper accompaniment

9. Guest can have their own liqueurs in party 10. Booking of function taken in advance by banquet office staff 11. Dessert counter is separate from main buffet counter

48 Bulk Kitchen Bakery Garde Manger Main Kitchen

Different Sections of Food Production

Ambrosia Restaurant (Indian, Chinese, Continental) Banquet Kitchen Pantry Patisserie Butchery

49 Bulk kitchen: • In bulk kitchen all types of sweet dishes prepared , like.( jalebi , rabri, shrikhand etc) • Staff food is also prepared over here.

Main Kitchen: Main Kitchen restaurant, so in the restaurant kitchen all types of Cuisines are prepared. Whatever the guest orders, that order is prepared.)

Pantry: • All type of fresh juices are prepared. • All type of sandwiches are made.

• Different types of ice cream etc. are kept over here

50 Banquet kitchen: In banquet kitchen, all type of food is prepared which is ordered for a function in banquet.

Butchery: All type of chicken, fish, mutton, lamb etc cuts are done over here.

Garde manger: All type of salads are prepared over here. All the amenities are given from here only. All type of sauces is prepared here.

51 Daily Control Procedure

PHOTO

• Daily food cost control

• Purchase procedure

• Cost control

• Garbage Disposal

• Issue of food

• Supply of raw materials

• Portion control

• Use of standard recipe

KITCHEN DESIGN

PHOTO

• To design an efficient and linear work flow

• Provide the adequate work space

• Create appropriate sections

• Ensure access to ancillary area

• Determine number and size of equipment

• Consider ease of supervision

52 Front OFFICe

Reception! Reservation Bell Desk Cashier Guest relation Travel desk Telephone Business centre Health Club

53 ROOM TARRIF

54 TYPE OF PAYMENTS

PHOTO

• Credit card

• Travelers’ Cheque • Bill to company • Travel Agent Voucher • Cash • Debit Card

55 HOUSEKEEPING

PHOTO

56 DETAILS ABOUT ROOMS

The housekeeping department in a hotel is responsible for the cleanliness, maintenance, and aesthetic upkeep of the hotel. • No of Rooms : 25 • No of Royal Club Rooms : 90 • Non-Smoking rooms : 25 • No of Handicap Room : 01

57 HOUSE KEEPING DESK

PHOTO

Jobs Carried Out by House keeping desk: V Handling Keys Dealing guest Complaints/requests Room occupancy Report Intimation to other department Lost and found Releasing and blocking of rooms Preparing maintenance order ticket

58 FILES MAINTAINED

PHOTO

Room boy daily report file Group intimation file Training file Linen list file Lost and found register Log book Maintenance register Guest call register Room data file VIP in house file

59 ABC’S of housekeeping

A B C D E F

60 PROCESS AUDIT SHEET

61 SERVICING THE ROOM MORNING AND TURNDOWN SERVICE STANDARDS PHOTOS

Executive housekeeper or assistant introduces themselves to long stay and VIP guests within 24 hours arrival to arrange a suitable time to clean the room Ensure that regular guest preference are Respected.

Service the room twice daily (morning and turndown shifts) Respect Do Not Disturb signs by not entering , not leaving the trolley near the room and being silent outside the rooms

If there is a Do Not Disturb sign, slip a "service"' card under the door and make a note to return later to check whether the card has been removed

Change used towels twice daily unless there is an environmental policy involving the guest choice

Respect guest belongings, tidy and fold but do not displace or rearrange

Observe and act upon guest's use of the room (e.g. which side of the bed he/she is using, extra blanket on bed, air conditioning setting, etc) Use guest profile to check special requirements Handover requests and details of guest preferences to colleagues do not discard guest belongings that have not been put in the wastebasket. If the guest has left the hotels, follow the lost and found procedures. Report any valuables not stored in the safe and report any safes left open by the

62 guest

If asked to open a guest bedroom door, politely request to use his/her key to enter

Ensure that the room equipments is in working order including locks, water pressure, television, remote controls, lights

If there is a clock in the, ensure that it is at the right time. Inspect in- room materials and ensure that they are clean, up to date accurate

Offer the guest a choice of pillows Ensure that laundry lists and bags, stationary, hangers and amenities are present in the correct number and in good condition

Take one final look to ensure that everything is neat and clean

GOAL(S): Deliver on our guest's expectation for consistent service by adhering to the following set of through procedures to be applied when "turning down" a guest room.

PROCEDURE: Turndown is provided as part of daily service for Platinum SPG Guests, VIP rooms, Suites, and Royal Club Rooms. Turndown is completed as part of daily service between 18:00 and 21:00, and is available to all guests at all times upon the request. Turndown includes the following at a minimum Associate

63 follows standards guest room entry procedures (knock on door three times with knuckle - or ring bell, announce department and reason for visit, wait for response, repeat if necessary, upon guest opening the door or associate entering the room, again announce department and reason for visit)

64 RULES ON THE GUEST FLOOR

• Respect guest's privacy by avoiding unnecessary noise (conversation in corridors/public areas, slamming doors, etc.) • Change used towels or observes Green Program (ECO friendly) request. • Toilet paper and tissue re-pointed. • Place the bathmat on the floor by the bathtub. • Sink and tub surfaces, along with the bathroom floor are dried. • Guest personal items are arranged neatly directly on sink or counter or on a washcloth. • All (and only) items present in ashtrays and waste/trash cans are removed from room. • Replenish guest stationary supplies and amenities. • Ice Buckets to be refreshed if present in room. • Close drapes. • No further action is required on bed if new sheet is in place as it is already in 3/4 dress. Otherwise, prepare the bed (the side observed to be used by the guest). Place bathrobe on the bed. • Turn on bedside lamp. • Place complimentary bottled mineral water on the bedside table. Place television remote control on the bedside table. Turn TV on and set to SPG information channel. • Place floor mat and bedroom slippers by the bedside. • A "Good Night" with local touch card is placed on the bed..

65 DEADLY SINS OF HOUSEKEEPING

66 CHEMICALS USED IN HOUSEKEEPING

67 WEEKLY CLEANING PROCEDURE

In addition to daily cleaning of room and attendant normally has some cleaning chores that are of a time consuming nature. Such items / tasks may include.

• Polishing Brassware • Scrubbing of bathroom Tiles • Pest Control • Laundering of Lace Curtains • Scrubbing of Shower Curtains • Cleaning of Window Panes • Scrubbing of Balconies / Terraces. • Vacuuming of Carpets under Heavy Furniture • Changing paper under liners in Guest Closets and drawers. • Cycling potted plants with the Nursery • The floor Supervisor who controls this activity through a register in a format a? shown below sets out the weekly schedule.

Weekly schedule

68 LAUNDRY DEPARTMENT Standards in The Laundry Department

• While taking on the Phone. Always greet the guest by saying – Good Morning Afternoon / Evening. • Listen to the guest don't interrupt Him / Her • If you say we shall pick up the laundry in 5 min see that you do so.

• Knock at the guests’ door twice & announce "Laundry".

• Never enter the room unless the guest calls you in. • Greet the guest again according to the time. • Note down if any special instructions are given by the guest.

• Write the room no, on the beg after collecting the laundry from room.

• While marking if any discrepancy in the no. of items writes it on the list immediately notify the guest. • Always see if any special instructions are written by the guest.

• Always put a shirt board & collar Bow to the folded shirts. • If the garments is folded/torn or any stain you fell cannot be removed or an) buttons you cannot replace call the guest immediately. • Don't try to stuff large pressed on the same type of hangers. • Place a stain card whenever required. • All the hangers clothes should be placed on the same type of hangers. • After washing & before pressing check the garments for any stains if possible re wash it.

69 • Any button missing if possible replace it with new ones.

• Pleased ensure that whoever goes for the delivery of the guest cloths take < signature of the concerned guest on the pink copy of the laundry list. • The pressing tag should be put for shirt on the top button & for trouser on the front. • If the guest asks for the delivery at a certain time please ensure that it is delivered accordingly without fall.

70 OBSERVATION

1. Housekeeping staff have briefing on 7.30am & ass housekeeping manager take briefing 2. Supervisor gives room details to staff according to that stafi prepare room for resealing 3. Total 177 room are there 4. The staff take all required linen form the laundry 5. The supervisor send 2 or 3 staff on each floor 6. They set all linen & amenities on trolley 7. On 5th floor 15 suite room are there 8. In the room they have plasma TV with DVD player 9. The housekeeper done bed making within 4 to 5 min 10. There is carpet on the floor & also in room

11. The shampooing of carpet is done by shampooing machine for which they use carpet shampoo 12. All solid linen are throw in linen suite 13. After room done the floor supervisor check the room

71 OVERALL OBSERVATIONS FOR ALL THE DEPARTMENTS FOOD & BEVERAGE PRODUCTION DEPARTMENT

• Maintaining higher standards of hygiene. • Methods adopted to prevent wastage of food. • Storage of left over food items. • Different methods of portion control. • Maintenance / Servicing of Kitchen equipments. • Different sections for different food preparations. • How to use different equipment / machineries. • How to deal with the guests on live counters. • Temperature control of various walk - ins. • Storage of raw food material.

F & B Service Department • Introduction of different cuisines & their cultures. • Menu Knowledge. • Service Standards. • Different styles of service, buffets, etc. • Operation of the outlet. • Coronation with the different kitchens. • Different themes & festivals menus. • Different types of cutleries crockery's used.

72 HOUSING KEEPING DEPARTMENT

• Amenities kept in the guest rooms (molten brown) • Operation of the department. • Different fabricate department, which takes care of the linen and uniforms of the hotel. • There is a special menu of pillows for the guest offering 8 types of pillows. • Different types of equipments used in the department. • 4 set of par stock are kept in the hotel. • On EVA floor only lady house keepers are allowed.

FRONT OFFICE DEPARTMENT • Activities in the department. • Operation if the department. • Work environment • Communication skills of the staff with the guest. • How to use the CLS system (reservation System). • How to take check in and check out. • Telephone manners.

73 TIPS

Always SMILE! Make EYE CONTACT! Acknowledge Guest! Use Guest Name in your Conversation!! Make a habit of wishing your seniors by using their names. (Ex: "Good Morning Mr. Narang")

74 SUGGESTIONS

• Hygienic condition in the kitchen needs to be improved. • More staff should be placed in the hotel to decrease the work load and improve the service. • Food wastage should be minimized by ordering proper amount of raw materials. • Cleanliness in the back areas should be improved. • Salaries for the staff should be increased according to their work. • Food in the staff cafeteria should be improved. • Working hours should not increase 9 hours.

75 CONCLUSION

The hotel management and Catering is an art and the science that Customers experience a certain level of service and constantly demand similar if not greater service. The experience/training in internationally renowned hotel is a means to update and upgrade the knowledge and the skills of service in the hotel industry.

THANK YOU

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