Introduction of Hotel Industry:-

Hotel is defined by British law as “ A Shelter provided, he is in position to pay for it and

is in position to be received”.

We all know the fact that people need accumulation, food and drink while away from

their home. As transport and social need take developed from orient civilization through

modern times. So the industry has responded to meet those needs.

Towards the 18 century the number as the traveler is created more rapidly through

merchandised wagons as a form as transport and the use of house carrying for the

nobility. To eaten for this need, nature of house as various design were constructed.

These houses provide charge of houses, accommodation, food and drink for travelers.

Hotel Industry and Tourism:-

Hotel are the vital and essential part of the tourism industry without an adequate

development as hotel resources all the national scenery, all the climatic virtue and all

The sporting and recreational facilities will not able to sustain a good volume of Tourist

trade. Economically tourist bring foreign currency site our land as the spread, it here as

paying for food, drinking water as the goods in shop, it has its our sociology aspects.

Conrad hot ties, as American has stress the satisfaction. He gives in the knowledge that

1

hotel development has made it massive for people to get know such other is

differentiated. Tourism promote in traditionally understood. Hotel are the most important

essential destination. It facilitates the country to provide it wishes to build up tourism. In

the promotion of tourism, tourism is a recent phenomenon, if business travel is include in

tourism as it is business travel is included in tourism as it is some definition it is of

comparatively recent in nature or origin. Tourist is the necessary pre-condition as tourism

mechanization has made travel, position for a significant portal population as the

developed countries at least and thus tourism has become a matter as a interest cancers to

Government and the Governed a life. Tourism in modern, sense has its presence

historically but it will be arranged that the difference between the 18 Century and earlier/

The more recent time is not merely a matter as degree, but that the moral as 1850 for

example difference structure, from the world as 1750 in tourism as in everything.

Tourism needs variety and India with its most dimension and variety after to

energy class its visitors, something not sound creature from the snake chromes the

Histological from the system as sock dancers to big game hills. If has been slightly said,

“No hotels No Tourism” the hotel industry is so closely linked to the tourism that it is

responsible for 50% as the foreign exchange from tourism thus hotels make a

contribution towards tourism trade and enterprises.

2

Concept:-

The name ‘Hotel’ was derived from a Latin word called “Hospitium’s”. The

earlier hospitality involved accommodation these come to be known as “bins” which

booked after by in keeps.

In Britain these were called “Entertainment House”. As people began mostly from

place to place the hotel industry began growing. In New York “City Hotel” was the first

hotel to house an elevate thus the trend changed from on ordinary husband establishment

to a more organized booking system.

Present Trends:-

The trend is the industry in classification closely under the basis of

advancement in technology, marketing and sales, financial and the development is food

and cuisine trends. The hotel industry is now concentrating as a segmentation as the

market by contain certain types as customers which focuses as settle that enter

exclusively for them, the concept as budget have is an upcoming one in India. The

hotelier would like to offer a reasonable amount of good facilities after condition price

and attention is a home way from home situation.

Today the hotel includes is making a reasonable program in both public and

private sectors. Independent chains are “The Taj”. The top has gives a new look to the

3

hotel ring in India. Deluxe hotel might home attached very high degree of efficiency is

international standard in catering services exposure training a “The Bristol hotel

company” is one of the largest owner and operates as hotel in north American. The

company currently operate 101 hotels containing approximately 28,800 room in 22 states,

the district as Columbia and Canada, the South West and is the Pacific require as the

United States. Bristol proportion are predominately full service hotels that operate in the

upscale and mid price with food and Beverage segment as the lodging industry. During

1997, the company acquired the servicing interest in Holiday in and the assets as 4 other

hotels. Hotel rooms accounted for 75% as 1997 services. Food and beverage 18%

management fees 1% and other 0%. I had a chance to train in one of the properties The

Bristol, Gurgaon, where I under went training for 2 months and worked in operational

department, with a motive to study operational aspects for the Bristol, Gurgaon.

4

OBJECTIVE:-

The Objective is to study the total operational aspects as different department as a

hotel.

SCOPE:-

The main objective as project is to analyze the report comes the entire

spontaneous as a model hotel emphasizing on following area:-

a) Purpose, role and function as each department

b) Departmental hierarchy and inter department co-ordination

c) Key System and procedure adopted for different activities in each department

METHODOLOGY:-

With evolution to study information was social from following sources.

A) Primary Source

B) Secondary Source

A) Primary Source:- The Primary data was collected during solution traditional in

various departments and the interview with hotel personnel.

B) Secondary Source:- The data was collected from several books, Journals,

Magazines, Newspaper brochures etc.

5

PURPOSE:-

Different hotels home different way as permanent their operation. Hotel industry

is very service based industry and lot of variations is made as per guest satisfaction.

LIMITATIONS:-

The study does not consider the financial and technical aspects as the

hotel

Due to time lapse between collection of data and presentation certain

facts and signs might have cleared.

The lack as information due to considerably in certain departments.

Size as the report.

6

GURGAON (HARYANA)

Gurgaon with a standard urban area at about 50 sq.km. And resident population as

about 0.23 million (1997 figures), is an upcoming industrial, commercial and residential

township, 25 kms, south as New Delhi. The sloating population as the tour is about

10,000 per day. The tour is broadly divided into 3 major Geographical areas:-

1) Old township Consisting as the old city, the main bazaar, Railway Station etc.

2) New township coming up on the other side as NH8, being developed by Haryana

Urban development Authority (HUDA) and a host as private colonizers such

DLF, UNITECH, ANSALS etc.

3) Industrial estate area including the largest industry in the area i.e Maruthi Udyog

Ltd. A joint venture car manufacturing unit as Govt of India and Suzuki Motor

Co; Japan.

About 30 kms from the center as New Delhi and a fast developing city, Gurgaon is

perhaps the most important as all Haryana tours. Originally it was named Guru Gram.

Till independence, Gurgaon was a scarily backward tour, but a fact that it raises to the

occasion. Now there area number as big, industries like ATLUS IS THE MARUTI

AUTOMOBILE factory.

These area few others places worth seeing, like Sulatanpur National Park and on

Old Mosque.

7

Gurgaon is perhaps the fastest developing city in Northern India, and it’s

prominently to New Delhi helps.

Real Estate is booking here with new buildings coming up faster than you can

count them, and even officers are being relocates from congested and contaminated New

Delhi. Another plus for this city is its proximity to the New Delhi is International Airport

which is just 15 kms away.

A number as good hotels dot the city as Gurgaon. The best place to stay are 32nd

Milestone which a bar,discotheque, go-karting and hi-tech games for kids and tennis. The

Bristol is a 5 star Hotel with on excellent confectionery.

The heritage village lies on the Delhi-Jaipur highway before Jaipur.

* Ushering a revolution in Shopping and Entertainment:-

a) City Centre:

City center has emerged as shopping leisure and entertainment destination. The mall

provides automated parking systems for one thousand cars on surface and basement. A

sound security system is functional sound the clock, elevation and escalators facilitate

customer movement. The entrance to city center has a specially designed samp for

mechanism used by physically challenged persons. The mall has been provided with

8

100% power backup in all areas such shops, cinema, restaurants, basements or common

areas such as corridors and parking lists.

b) D T Cinemas:- The Growing glory of city center is, of course, D T Cinemas.

State-as –the art projection systems from Christie, the U.S. based company, has made

watching movies an enjoyable experience. The three screen multiplex spread ones 48,000

squ.st consent upto 1000 people, D T Cinema not only bring much awaited such to the

city but also invite cinema starts for lunch and promotion of their films.

The digital talkies film festival 2003 was present at the multiple towards the end

of April 2003 which show cased 30 films including internationally acclaimed films.

c) Mega Mall:- An International quality entertainment mall. The three stories

Mega Mall consisting as a outlets on the lower ground floor. 39 on the upper ground

floor, 40 on the first floor and 64 on the second floor, is nearly completion. Mega mall

shall be home to brands such as Gyans,fashion Boulevard, Panna Sarees, Zakis shomekr

furnishing etc.

d) Grand Mall:- It is the first retail mall to be seen on Gurgaon-Meharanchi Road

near its junction with Gurgaon Faridabad road next to Bristol Hotel .

9

The Bristol Hotel (Government Approved) 5 Star Deluxe.

Address:- Adjacent to DLF Enhance phase-1 Gurgaon-122002,

Haryana (India)

Telephone:- 91-124-6356030

E-Mail:- Contact @ the Bristol hotel.com

Website:- WWW the Bristol hotel.com

Ownership:- Bright stat hotels pvt. Ltd.

Managing Director: Mr. Mandeep S. Kakar

General Manager:- Mr. Digvijay Singh

Directors (Sales & Marketing):- Mr. Yogesh Kochhar

Manager (Sales & Marketing):- Mr. Rajiv Duggal

Access:0 15 kms from Railway Station, close to bus stand (DLF Phase

1)

Location Advantage: (City Hotel) situated in Delhi new business

address ‘DLP’ the only 5-star deluxe property in Haryana

Air conditional:- Centrally Air conditional Rooms:- 80 Double:- 75

Visitors:- 5 (Double A/C:- 75, suit A/C:-5)

FIT Tariff:- (in US $)

Room Type USD (SGL/DBL)

Deluxe $ 185/$210

Executive Club $ 250/ $280

10

Business Suites $ 300

Presidential Suite $1300

Penthouse Floor $ 2000

Groups Tariff:- On Application

* Off Season Period:- May to September

* Off Season Discount:- 30-40%

* Taste applicable:- Expenditure tax 10%

* Banquet Facilities:- Hall:- 5

Maximum capacity in theatre style:- Largest 2000

Smallest 25

Restaurant :-3 Bar:-1 Cuisine:- Multi Cuisine

* Room Facilities: E-mail and internet connection in rooms for

demand, CD players on demand soft bar,

Other Facilities:- Business center, separate executive floor, executive

lodge, Banquet and concern facilities, beauty parlour shopping ascade,

gols

Services: Doctor or call, laundry, Money changer,banking safe deposit.

Credit Card:- A MEX, BOB, VISA, MASTER ETC.

Member:- (6047) FHRA 1, HNRAN 1, 1 ATO, TAA 1

11

Accommodation:-

There is a gallery of quest rooms. Each is enjoyed as an individual

experience so that wishes you return you will be releasing in new surrounding. Each

room is tastefully appointed like fine residence featuring 18th century stylish surrounding

marble bathroom ventures, original artwork

ROOM FEATURES:-

Special Sutures for Suits:-.

1) Personnel bar (Presidential & Mexican)

2) Personnel Jacuzzi (Presidential & Mexican)

3) Personnel roof top garden (presidential)

4) Common Sutures

Air Conditional

Bed side console to control AC/lights/TV and World time display

Video on demand

DVD on demand

Internet on TV

Brand Band Interest access-upto 10 mbps

Mini bar

24 hr room service

12

Facilities:-

a) RIVIERA SPA The Health Club

State of the art health club specializes in being unique, offering holistic (Body and Mind)

health through a blend of ancient Indian science of Yoga and Modern suitness Principles

The SPA offers a full range of best available cardio vascular equipments which include

treatment, steppers recumbent cycle and many more.

It also offers separate source stem room,multi-control, whirlpool Jacuzzi

Areas for meson women various kinds of aquatic. Indian and Swedish messenger by

expert masseurs are also available to trivigor the body. The surrounding

greener,landscape poolside visible from the health club makes it a delight for both body

and mind.

b) Roof top Swimming Pool.

A delight to beholding the open to sky “swimming Pool” on the source sloor is probably

the best located pool in the town. A water fall at ones the ends is surrounding greener

makes the poolside a delight for both the water and the sun surroundings

13

FRONT OFFICE DEPARTMENT

Introduction:-

The front office as a hotel is an operating Unit and is the most suitable department

as the hotel and fundamental reasons for hotel existence.

It is responsible for the star hotel rooms through systematic methods as resevation

surround by requisition and allotting rooms to the guests.

It holds good prime atmosphere is view of the basic nature as a hotel that is to sell

rooms and revenue collected from the sale of rooms contribute more than 50% of total

hotel sales.

If has complements role as image of the hotel. It is the first and the last point

contact as every guest. The staff at front should have pleasing personalities to eater to the

guest information service.

The front desk after form as the guest request consisting or requesting issue.

Foreign guest use the front desk to exchange currency. Find a translate as request other

special assignment is addition it may also be a base operation during an energy such as

fire or guest injury.

* Basic activities as Front Office

a) To sell room, register guest assign room

b) To maintain a minute invertors as room

c) To keep the accounting records as guests and front office transaction

14

d) To provide mail key, the telephone information and protective service to

the guest.

e) To integrate promote and co-operative with other departments to maintain

the standard as the hotel. So that the total activities contributes to the

ultimate satisfaction as the guest.

f) Provide information to the guest

g) Maintain guest accounts as maintain credit limits.

The front office is divided into following section the Bristol hotel:

1) Preservation:- This section is never center as the department where all request

for reservation are received and processed.

2) Reception:- This section as responsible for receiving the guest. It is also

responsible for the registration as guest at the time as this arrival. Mostly status

insist that guest should registered hosiery. This is the rule to protest both the hotel

and the guest.

3) Cabby:- This section is located immediately upon the entry into the hotel and it is

the important because it is the first and the last essence contact of a guest with the

hotel. It is here that the guest is received and tubes to the reception to be

registered. Handling as guest language and the guest problems along in the

section.

4) Information:-a) Maintain guest alphabetical index book

b) Receive message for the guest

15

c) Handle guest packages and encasements

d) Handle parity

e) Provide information to the guest.

5) Front Office Cashier:- This section is responsible for posting as guest charges

and guest folio (Bills) accurately and time so as the properly settle guest A/C and

received payments before departure Expresses should include room food and

beverage and other sources. These charges and recorded up to the last time as the

cashier desk. This section is responsible for exchanging foreign currency.

6) Night Auditor:- The responsible as this section is to complete and order swell

revenue transaction and reconcile the revenue statement of all outlets with the F.O

accounting machine with a view to prepare a duty reporting the duty business.

7) Bell Desk:- It is responsible for baggage handle t the time of guest departure or

arrived or during to stay. They are also responsible for handling guest mail

message newspaper etc. They also do miscellaneous job like recounting getting

medicines or theater tickets for guest etc.

8) Telephones:- This section handles all is country and put going local calls, trunk

call for both guest and hotel management.

9) Travel Desk:- This section arranges for a airport transport as the guest. The hires

cars, coaches organize towards precede air or rail tickets, confirm tickets etc.

16

Hierarchy

Front Office Manager

Assistant Front office Manager

Reservation Manager

Receptionist Cashier Information Bell Captain

Bell Boy

17

CHART FOR RESERVATION PROCEDURE

Enter Details on Reservation

Form

Enter In Dairy

Update Reservation Chart

Confirmation

Filling

18

Request For Room

Space on Reservation Chart

No Yes

YesOffer alternative

Regret

AlternativeAccepted

NO

Qualities and attributes as front office Staff:

Qualities:-

1) Sales Man:- They motivates the guest to spread more as the

hotel facilities.

2) Problems Solvers:- Guest in variably approach Front Office

for the help incase they hence problem or a complaint. A

staff has to be diplomats and resources to solve the problem

at the shortest possible time.

3) Reference Point:- Guest into wants information or wants to

pass all information use front office for this purpose.

4) Co-Ordination:- Since they are reference point the F.O staff

are request to co-ordinate with other departments airlines

travel assignment with city tours to guide the guest a

personalized services.

5) Image Building:- as on extension to these solve role F.O staff

can definitely generate a good image for the establishment in

their manner of dressed, communicates personnel conduct

and efficiency.

Attributes:

1) Personal Growing:- They should have high sense as personnel

growing, uniform should be neat and cleanly presses. Hair should

be well groomed. It is presumable for to tie and hair up in a bus.

19

Nail should be manipulates soft colleague is preferable to heavy

perfumes. Jeweler should be restricted. It short the F.O staff must

be seen at their best at all times.

2) Personal Hygiene:- This is important to F.O Personal as there

are constantly expose to the hotel guest clean appearance help to

object guest image not only for themselves but as the

establishment as well.

3) Self Considerence:- This is necessary to F.O person meet guest

as different countries, status and culture. They should be

comfortable and feel at least in dealing with their people.

4) Communication Shell:- It must be correct and clear. It is

perforate that F.o no more than one language it helps is

communication with guest who do not understand or cannot

speak English or local language.

5) A really Smell: This is very necessary guest like to be handled

by changes staff. This smiles being cheer to the guester put then

at last.

6) Quick Decision maintains ability:- Guest after approach the

F.O with problems and request. F.O staff must be able to decide

quickly a course as action that satisfactory the guest and at the

same time keeping the interest as the organization online.

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*Duties and Responsibilities as staff in the Bristol Hotel:

Front Office Manager:-

1) Participate in the selection of F.O personal

2) Trains, cross strains and retain all F.O personal

3) Schedule the F.O staff

4) Supervises work locates during shifts

5) Maintain working relationship and communication with all departments.

6) Maintain master key control

7) Resolve guest problem quickly, efficiently and curiously.

8) Works with in the allotted budget for the F.O

9) Receives information from the previous shift manager passes on important

details to the coming Manager.

Cabby Manger:-

1) Important the duty as front manager

2) Takes ones the duty as the F.O Manager

3) Dealing with complaint which come to him directly and ensure those which the

receptionist cannot handle

4) Dealing with V.P.O (Visitor Period out)

5) Co-coordinating with airport representative

6) Responsible for useful or security as the staff or the guest

7) Responsible for Transport service

21

8) He has to keep record as guest A/C which has recorded is house limits and loses

that the needful is done.

9) Welcoming guest special V.I.P and can also do people relations.

Front desk Assistant, Personnel:-

1) Register guest and assign room accommodate

2) Special requests wherever possible.

3) Organize for reservation

4) Understand room status and room status hierarchy

5) No room location types as room available and room stage

6) Uses suggestive selling technique to sell room and to remote alter services as the

hotel

7) Files Rooms Keys

8) Knows how to use F.O requirement

9) Process guest checkout

10) Coordinates guest rooms maintenance work with the engineering and

maintenance department

11) Knows all safety and emergency procedure. He is aware as accident prevention

policies

22

Reservation Assistants:-

1) Process reservation made by mail, telephone or control reservation network case

2) Process reservation from the sales office other hotel department and travel agent

3) Knows the types as rooms available as well as there location and layout

4) Knows the selling status, rates and benefits as well package plans

5) Determines room rates based on the selling tables as the hotel

6) Under the hotel policy an generate reservation and no shares

7) Assist in pre registration activities with appropriate

Front Office Cashiers:-

1) Operates, front office posting equipments

2) Obtain the house bank/slat and keeps it balance

3) Completes cashier pre-shift supply check list

4) Complete guest check out procedure

5) Postal charges to guest Accounts

6) Handles paid out (H.P.O)

7) Completes guest check out procedure

8) Settles guest Accounts

9) Posts non-guest ledger payments

10) Balances departmental totals at the close of the shift

23

GRE (Guest Relation Executive) Duties:-

1) Answers Letters of inquiry, regarding rates and availability.

2) Trains new guest services department personal

3) Maintains a thorough knowledge as the room rack, location, types of rooms, sack

operation, package plans and discounts.

4) Maintain details knowledge about hotels services and hours of operation

5) Knows all safety precaution and understands energy procedures and how to act

upon then understands accident preservation policies

6) Knows cask handling procedures

7) Develops and maintain all aspect as the hotel, reservation system.

24

Front – Office

Layout of Front Office Department: -

Left LuggageTelephone or Baggage

Front Office Reservation Operator Room

Manager

Safety Locker

Cashier Reception Registration

Bell Lobby Desk

Entrance

Travel Desk

Lounge GRE

25

Reports Generated in Front-Office:-

1) Night Clerk Report

2) Room rack List

3) In house Guest directory

4) List of expected departure

5) Special services list

6) Room status report

7) House-Keeping discrepancy in room rack

8) Complimentary room list

9) Bills on hotel List

10) Currency exchange register

Stationery Used at Front Desk:-

1) Registration Card

2) Reservation form

3) Key Tray

4) Last and found slip

5) Scanty baggage form

6) V.I.P amenities vouchers

7) Key card

8) ‘C’ form

26

9) Message slip

Types Of Rooms available in the Bristol Hotel:-

Each hotel has variety as rooms to sort the needs as the guests. Hotel guest room

can be classified in number of using.

1) No. Of size of bed in rooms

2) Decorate the room size on the view

3) Accommodation for a particular type as guest e.g. residential suite for V.I.P

A reservation form room mould be made using the following terminology

1) Single Room

2) Double Room

3) Twins Room

4) Tamed Room.

5) Award Room

6) Holly Twins Rooms

7) Parlors

8) Studio Room

9) Suite Room

10) Tent House suite Room

11) Cabin Room

12) Lanai Room

27

Types of Plans:-

1) European Plans:- A plan is which only room rate is charged

2) Continental Plans:- Room rate and continental between is charged. It is also called

as reservation plans

3) Modified American Plan:- Roommate/FT much or denies is charged. It is also

called as house board order- pension

4) American Plan:- Room rate and between the lunch and dinner also. It is also

called well board as in pension or all include plans.

Front Office Equipments:-

1) Room slots

2) Mail, message and key racks

3) Reservation racks

4) Information racks

5) Folio types

6) Account posting machine

7) Voucher racks

8) Cash register

9) Support devices

10) A/C in permits

11) Magnetic strip recorder

12) Time stamp devices

28

13) CC TV

14) Telephone

Co-Ordination with Other Departments:-

1) Form: Receiving as arrivals departure

- receiving names of VIPs

- For working telephones bills to the FOM cashier

2 ) House Keeping:- the guest room telephones are checked by the departments. Guest

complaints are rotates through the telephone exchange

2) Food and Beverage:- Persons wanted to reserve table in the restaurant do so

through the telephone, department. Details about various sections being hold into

the hotel in surround to telephone departments by funds departments should also

know timing of various outlets and also reference.

3) Accounts Departments:- the bills include for guest calls are founded to F.O which

are later send to the accounts departments. The accounts and telephone

department works include coordination to simulate the monthly or quarterly bills

sent by departments, and check these bill for correction. All personal trunk calls

made by the staff for which bills are made by telephone operator are handled by

the accounts department also handles telephone exchange budget.

Modes of Reservation:-

1) Letters

29

2) Tele.Exe- Cable fuse, E-mail etc

3) Telegrams

4) Telephone

5) Personal

Sources Of Reservation:-

1) Airlines

2) Travel Agent

3) Free individual Traveler (FIT)

4) Company

5) Central Reservation Office

30

Key and Key Control:-

Types Of Keys:-

1) Room Keys:- Different keys are issued to energy guest for their rooms

2) Have a heavy key (key tab) tab discussion guest from taking it away

3) Bells bay should take the key from the guest at the time of check out

4) Guest normally the key at reception counts is they are going out as the hotel

Section Key:-

a) Issued to room alter dents

b) Open locks of rooms of only one section/floor

c) Does not open double lock rooms

d) Room attendants carry their key is a key bundle, tied

around their waiter so that they don’t loose it

Floor Master Key:-

1)Used by H/K separation

2) Open all rooms on the floor

3) Does not open double locked rooms

General Master Key:-

a) Normally used by Deputy House Keeper

b) Also issued to night duty house keeper

31

c) It can open all rooms on only floor as the hotel except the double

locked room

Grand master key:-

1) opens doors of all rooms of the hotel, even the double locked rooms

2) Issued to the executive general manager and duty manager (extreme case must be

taken is opening a double locked room is only in case of emergency)

32

The House keeping department of energy hotel has demanding workload. Maintain clean

attractive rooms is essential to satisfactory. Guest but housekeeping section must be

performed efficiently. Accurate but flexible schedule is important and close

communication between the housekeeping department and front desk is important.

The Executive House Keeper:-

He/She is one of the the business and most important department head of the hotel

Typically this demanding position is filled by some one who has advanced through the

ranks from one housekeeping position to another. An executive housekeeper has over all

responsibility for the housekeeping staff including the training of new employers. A

typical housekeeper purchase and maintain furnishing equipments and suppliers. Other

duties include directly certain decoration and upon projects.

Co-Ordination with Other Departments:-

1) Front Office:-

For selling rooms efficiently there must be a constant exchange as

information between the two departments with prompt exchange as

information there is less likelihood as mal function arising between the

two departments

2) Engineering and Maintenance:-

The sell relatable to rooms should be reported as early in the day as

possible. It is a good relation in there it is more likely the problem will be

deal with promptly.

33

3) Food and Beverage Service:-

Co-operation here mainly deals with the lines while the keepers need to

home sufficient stock to meet the demands of the restaurant. The

restaurant manages must ensure that the lines is not misused.

4) Security:-

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

etc, These must be security needed at the floors in such a situation

coordination is important.

5) Personnel:-

This department plays an important role in recruitment as staff and

distribution as salary.

Organization:-

It is the executive housekeeper responsibility to enforce the lines of command.

Each explains can only handle the responsibility to report to an he must be gives the

authority. The purpose of the organization structure is to demonstrate reporting line

accountability, indication on order path guidelines to new records.

34

EXISTING HOUSE KEEPING LEVELS

EXE-HOUSE KEEPER

DEPUTY HOUSE KEEPER

SENIOR HOUSE KEEPER

ASST/FLOOR SUPERVISOR

ROOM BOYS

35

Organizational Hierarchy of the Bristol Hotel

Executive House Keeper

Deputy House Keeper

Florist Desk Co ordination Florist Supervisor Lines Keeper

Asst. Florist HelperLines Keeper Helper

Public area staff Tailors Room boys Clock banquets hall Helpers

Chamber maid BoysPolishers & Gardner ValetCleaners

Supervisor in House Keeping:-

a) Desk Supervisors

1) All queries complaints and request as the quest to be attracted and to be directed

according

2) It is a center of communication with others department room service department

etc

3) Issue and control of keys and pages

4) Maintain records on cleaning suppliers function ate

5) Takes care of flower arrangements sent to various outlets

36

6) Taking reports of V.I.P arrivals, V.I.P in house expected departure expected

occupancy and arrivals of the hotel.

Floor Supervisor:-

1) Supervisors of guest rooms and allotted coordinators

2) Releasing checkout rooms as soon as possible

3) Taking room as red slip (RIS)

4) Making maintenance job list and follow ups

5) Ensuring that rooms are ready with special care for V.I.P arrivals

6) Special request for long staying guest to be attended.

7) Checking of floor patron

8) Intending as supplier

9) Responsible for equipments used in floor pantry

Public Area’s Supervisor:-

1) Daily supervision of cleaning public areas

2) Allocation as duties for public area as cleaning to the house men in various shifts

and areas

3) Making maintenance complaints and follow up

4) Planning periodic cleaning schedule

5) Co-coordinating with contract cleanness

6) Check and control equipment like vacuum cleaner shopping machine etc

37

7) Entity banquet halls, restaurant are ready in time.

Laundry:-

All the rated lines is sent out of hotel, is there is no in house laundry. Laundry is

on contract basis. Laundry services must be efficient.

Laundry Process:-

1) Laundry call is taken by desk coordination entered is register as guest staff call for

laundry collections

2) laundry boy is paged and given message as laundry to be collected from rooms

3) It laundry is not collected by the boy collects laundry from the guest and also

checks the occupying sometimes.

4_ He controls the occupancy in the occupancy slip and also writes laundry.

4) Occupancy gives by laundry boy to be cross checked by the floor boy cleans the

room.

Laundry and valet service slip:-

This slip is placed in all the rooms this is sealed by the guest, it consists of items and

prices for laundry dry cleaning and only ironing duties and responsibilities of

housekeeping staff.

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Control desk attend:-

This member of the staff is stationed at the central desk which is the center as the

department. She handles all telephones calls. She also prepare the missing reports and

under report chart she fills in the discrepancy report and sends it to front office.

Lines Uniform room attendant:-

This person is responsible for issuing out lines uniform to the F & B outlets and for the

cleanliness and up here as the lines room. She also gives outlines for the rooms and

public area she keeps a strict count of all items.

Room boys/Public area attendants:-

They are the staff members who are actively involved in housekeeping work. They are

responsible for cleaning rooms and public area including lobby, restaurant elevators,

banquets halls etc. They also have to take a physical check as the occupancy of each

room which is entered in the discrepancy report.

Laundry Equipments:-

1) Stream, Press

2) Washing machine

3) Flat press

4) Hydro extracts

5) Seizers

6) Tumbler (dryer)

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7) Calendar

8) Folding machine

9) Dry cleaning machine

Following detergents and chemicals are used for washing and cleaning the lines.

1) Water

2) Detergents

3) Detergents with enzyme action

4) Soap is used as meting agent

5) Anionic

6) cationic

7) No-anionic

8) Fabric brighter

9) Alkalis

10) Antichlor

11) Sours

12) Starches

13) Bleaches

14) Fabric softness

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Basic functions or cycle as operation as laundry:-

1) Collecting soiled lines

2) Transporting soiled lines to laundry

3) Sorting

4) Washing

5) Extraction

6) Finishing

7) Drying

8) Ironing

9) Storing

10) Transporting lines to respective areas.

Lines Room:- It is a central storage point for clean lines received from the laundry. It

should be close to laundry for effective circumstances. It the laundry is off premises, the

lines room should be near main entrance. It should be away from kitchen areas, as lines

absorbs food smell easily.

Exchanged of Lines:-

1) Directly exchanged over the counter

2) Listed and bundled taken to lines room

3) Dispatched through a lines chute

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4) Collected frequency from corridors

Activities of Lines Room:-

1) Collection of soiled lines

2) Counting and sorting

3) Dispatching to laundry

4) Receiving deli verities from laundry

5) Checking of lines

6) Storage

7) Distribution to units

8) Stock taking is maintaining records

9) Repairs and alternations

10) Uniform section

Guest room suppliers and amenities:- Guest supplier are items which are provided for the

guest to make their stay as comparable as possible.

Placement of Guest Supplies:-

1) DND cards

2) Please clean my room card

3) Collect my laundry card

4) Safety locket facitility chart

5) Fire exit map

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In the Wardrobe:-

1) Hangars

2) Laundry bags

3) Laundry list

4) Extra pillows and blankets

Near the luggage rack:-

1) Flask

2) Drinking glasses

3) Paper napkin

4) Coasters

On the chest of dressers (credenza):-

1) Candle stand

2) Candle match box

Inside the using table drawer:-

1) Break fast card

2) Hotel service directory

3) Writing solder

4) Business man kit

On top of curetting table:-

1) Bud case

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2) Room service card or men’s card

3) Ashtray and match box

On the bed side table:-

1) T.V remote

2) Telephone

3) Scribbling pencil

4) Pen or pencil

5) Telephone directory

Inside the bathrooms:- On the vanity counter:- Tray with soap, shampoo, bubble bath,

talcum powder, shaving kits, moisturizes.

Near the bath tab:-

1) Shower cap

2) Soap

3) Talcum

4) Foam

5) Moisturizer

6) Body scrubber

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Water Closet area:-

1) Toilet roll

2) W.C. Band

Guest room Amenities:-

1) Stationery

2) Post cards

3) Pens

4) Laundry bags

5) Utility bags

6) Packets as coffee or tea

7) Sugar and powered etc

8) Chocolates or mints provided with turn down service

Bathroom Amenities:-

1) Facial soap

2) Bath soap or shower gel

3) Shampoo

4) Moisturizer

5) Shower cap

6) Shoe mitt or shoe shine knit

7) Shoe hors

8) Sewing kit

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9) Collogue or after Shane

Register maintained in the departments:-

1) Room occupying sale:- All room occupancy reports are necessary so that the

house keeper can anticipate the level of work load so as to provide necessary staff

2) Log book:- It is the most important register because it is in this register the

instructions to the staff as next shift are written. The supervisor at the beginning

as any shift for instruction refer to this log book by the staff as this previous

shifts.

3) Lost and found register:- This book consists of all the information, regarding the

lost item such as the colour, the lost item name, place sound by, time etc. the lost

item is received in the register and banded over to the security departments.

4) Carpet shampoo register:- In energy hotel the carpets are shampooed at regular

interval in order to maintain and to improve their life. The dates are maintained in

these register which makes it convenient for the staff to distribute their work

accordingly.

5) Complaint register:- the desk controller handles this register. All the complaints or

requirements, which have to be looked into, are written down long with the time.

The desk controls inform the floor supervisors to look into these requirements.

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FOOD AND BEVERAGE SERVICE DEPAREMTNS

Restaurant is a commercial establishment committed to the sale as F and B. It is major

revenue producing area in a hotel. The quality and standard of any service area be it is

restaurant bar or banquet depends upon the type quality and standard to service gives.

Thus food and beverage service department is important only from the revenue

generation aspect but also because it generate good will for the hotel.

Section of F & B Service outlets:-

1) 24 hours coffee shop:-( Palmyra)

Serving a combination as national and international cuisine, the new expresses both light

snacks and complete meals. A well laid dinner buffet after wide variety as choice as

satisfy all needs A choice of soap panes the way for the repast to follow. The buffet

consists as a salad bar consisting as 8-9 varieties as veg and non-veg salad, cold cuts and

exotic veg. Salads,

Main Course:- They offer a wide choice to both vegetarian and non-vegetarian, 3-4 non

veg main course

6 vegetarians speculate, rice noodles, and variety of Indian and continental breads served

on the table. As fabulous choice of desires on the table. A fabulous choice helps you to

round off the meal patrons.

Symptoms is content and variety, the basset at Palmyra satisfies both the government and

the governed with a line bund “Southern Ivory” in attendance

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Lines: Size of Napkin 18*18 Napkin sold cardinals caps,

Rate as napkin Rs. 20

Rate as tablecloth Rs. 360

Rate as printed fabrics Rs. 357.5

Rate as green leaf fabric Rs 3570

Software Package/boiling systems shows software

Non-smoking section:- 3,7,10,11,12,22,32

Indian Specialty restaurant:-They offers wide delight of Indian cuisine. Authentic food

From the budget mountains of North west frontier to the singer licking delicates from the

of Hyderabad. Awide selection of Kababs and curries await the waiter and gourmand

Timing: 8.30 am to 11 am

12.30 pm to 3.30 pm

6.30 pm to 11 pm

Covers:- 75

Line music in the restaurant creates the right for you to enjoy your meal, All is all, a

perfect “mantra” for a perfect dust.

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Chinese Specialty Restaurant (the sick route)

Tracing the route used by the trader in ancient china. The cuisine at the sick route

imbibes various spices. Services and cooking technique particular to the various regions

that the route posses through. A good way, to taste the food on offer with a minimum as

fast and very quick meal. For a leisurely meal, the vast menu offers an insight into

normally all kinds as oriented cuisine that can be hard.

Exotic sea food cooked with equally exotic recipes a variety as poultry and meat

items, choice for vegetarian and a number of samples in rice, noodles, and chop-sue.

Special desserts prepared on order with rounds as Jasmine Tea will help you in settling

Down as superlative meal.

Course : 85

Timings:- 9 am to 10.30 pm

Bar Services:- It is another out let for the good and beverage area where the alcoholic

beverages are offered. Here the order you the drink is taken by the bar tender. He should

have a sound knowledge of various drinks .

In the Bristol hotel bar facilities available into two types:-

1) Hunter bar:- Hunter bar offers a wide variety of spirits and contribute for the guest

choice. Offering a view of the neighboring green areas the bar offers the perfect

obstacles to unwind after a hectic day. The attendance spins out some fast tunes

to set the mood for any energy.

Timings:- 12 pm to 11 pm

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Maximum Sale :- Rs 25000 to 28000

Happy Hours: - 5 pm to 8 pm (complimentary snacks)

Peppers (Pub)

An exciting nightclub with a mexian theme servicing a variety of detectable

cuisines along with a Island bar offering international drinks and cocktails,

Equipped with state as the art sound system and computer controlled lighting, the clubs

wood rows dance floor the target in town, will gives you ample space to chill out and

swing to the melodious tissues and pulsating beats provided by our dynamic D J else,

takes up to causing at the pool tables or simply enjoy watching line sporting and music

action on the giant video screen.

Hunter Bar: -

Wash basin IceMachine

Freeze

Bar Bar Equipments Freeze

Glass Storage

Bar Counter

Bar stools

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Room Services:- It is a facility offered to the guest

staying in the hotel rooms. They may place their order

physically. The staff must be efficient to serve duck hot

food. It works 24 hrs.

Organisational Hierarchy of a Restaurant

Restaurant ManagerHostess / Receptionist

Sommelier Tranchem Maitre D’hotel Supervisor

Chef de rang Head Waiter

Commi de rang Apprentice

Commi de Brassen Trainees

Hierarchy of Room Service:-

Food & Beverage Manager

Room Service Manager

Order taker

Captains

Stewards

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List of rules maintained in room service departments:-

1) Memo file

2) Budget file

3) Captains analysis

4) Manger report

5) Miscellaneous (hotel Manual/future reference)

6) catering and room statement

7) Daily cover statement

8) Liner exchange format

9) T.D.H reports (entitled guest complimentary)

10) Guest history maintenance

11) Liquor requirements

12) Captains and order takers list

13) Packed order

14) Training site (all training schedule)

Delivery Steward (daily check list)

1) Check set up is as per standards picture display

2) Look for red tag to check for delay in preparation and gives priority

3) Look for any visual defects

4) Knock and amounts your departments

5) It serve order to the guest as per the standards

6) If the order is delayed apologies

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7) Enter clearance in the steward card remarks column

Banquets:- they are special functions organized for professional social state occasion.

Banquets are the service for these occasions. Banquets are organized for more than 15

people.

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Banquet Hierarchy:-

Banquet Manager

Banquet supervisors

Waiter Waiter Barman

Asst. Waiter

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Conference and Banquet FacilitiesIn the Bristol Hotel

Name Capacity (Page) Remarks

1) The regent park 75-150 Located on the 5th floor units beautiful view as DLF

sky s scrapes an ideal place to have cocktail portion.2) Pool side 150-200 Situated on the south floor

3) the regent 15-30 Conference room on 3rd floor

4) the Monarch 20-40 Conference room on 3rd floor

5) The Bristol club 25-40 Lounge on 3rd floor

6) Sovereign 40-60 Situated on 3rd floor ideal for small portion and

conference

7) Victoria 120-175 Situated on the 2nd floor ideas for reminars

8) Edmonton Hall 150-450 Turn hallo on the 1st floor Capable of accommodating up to 450 people uses combined.

9) The ball room 250-300 Situated on the ground floorone of the finest BanquetHall in the city

10) the Hyde Park 750-1200 Huge lawn on the ground floor ideal for having

concert.

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F & B Production Departments in the Bristol Hotel:-

A kitchen is an enclosed spaced in which edible raw materials are cleaned processes and

cooked called chel means kitchen.

The proportion area is the principle area as F & B departments is normally has several

functions. This is the second revenue generating departments as hotel after front office.

KITCHEN ORGANIZATION:-

Refers to how people work within the kitchen food slow. Essential organization is

critical to any business.

Executive Chef:-

His work into…………

1) Organize the kitchen

2) Compiles the mess

3) Order the food stuff

4) Show the required persist

5) To engage the staff

6) To supervise the kitchen

PRINCIPLES OF FOOD PRODUCTION:-

1) Planning of work and its distribution

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2) Minimum time lapse between proportion and service

3) Adhesive to standards

4) Proper storage and recycling of food

Production Flow Chart in Bristol Hotel:-

Main Planning

Purchasing

Storing

Issuing

Preparing

ProcessingCooking

Serving --------------------Holding

Stewarding

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Food and Beverage Department of Bristol Hotel Hierarchy

Executive Chef

Soups Chef

Ches-de-partie

I Commis

II Commis

III Commis

System And procedures: Followed in Bristol Hotel:-

1) One indent is issued by kitchen executive to get raw materials from the stores.

2) All the raw material which are in good conditions are brought to the kitchen

3) The raw material are cleared and processed to obtain cooked food

4) All the mis-in-place required for particular dish is done well in advance.

5) The KOT is made is triplicate first to the kitchen, 2nd to cashier, 3rd in book

Department Under the Main Kitchen at Bristol Hotel:-

Depending on the nations and types of more performed food and beverage production is

divided.

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Gardle Manager:-

That area under the main kitchen where cold cuts, sawyer, salads are prepared.

Butchery:- This section is involved with meat processing. It is skinned is required then

cut into various cuts. These are either supplied directly or packed and labeled with the

data and stored in deep freezer.

Pantry:- This section of kitchen involve in the production of fruits, pattern, juices

shakes,

Ice cream, tea, coffee etc, in addition chip corn slakes are also disposed from the pantry.

Bakery:- This section prepares all the baked items such as French roll, missiles, and

Danish party, cakes etc, all these items are sold at the pastry shop. It attributes to a fair

amount of revenue to food and beverage sales.

Indian:- It caters to the preparation of all Indian dishes. This section is responsible for

the supply of dishes to the Indian specialty restaurant, which has an important place in the

hotel.

South Indian:- This is usually an extension to main kitchen where all south Indian

specialization are prepared.

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Continental:- Continental cuisine is important keeping in view demands of foreign well

as owing to its increasing population to prepare continental dishes like French trees fried

fish etc.

Chinese:- Kitchen where dishes are prepared in schezwan, shunting style for e.g. Waiter

soup, lung fang soup. Suimai etc. cold salad dressing Soya sauce vinegar seasome seed

oil.

KITCHEN LAYOUT OF BRISTOL HOTEL GURGAON:-

The layout of commercial kitchen must be planned around and efficient and systematic

flow of goods from receipt of goods where a kitchen is built it is designed to achieve a

maximum efficiency of time, labour.

The Various factors are:-

1) The type of menu

2) The type of establishment

3) The type and method of service

4) The size, shape and location of food service and position of kitchen.

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Food & Beverage Production Layout of the Bristol Hotel

61

Entrance

IndianKitchenPantry

SouthIndian Kitchen

ChineseKitchen

Entrance toRestaurant

Dry Storage

Vegetable storage area

Walk In

Tandor

Gas ranges

Dish WashingArea

Gas ranges

Gridle

Refrigera-tor

EquipmentStorage

Area

Gas ranges

Griller

Gas ranges

Refrigera-torIce crea

WashBasin

Working Tab-le

Working Table

Working Table

Working Table

Working Table

FOOD FLOW:- The usual flow of food through as establishment is:-

Goods enter the store, where they are checked.

They are stored either in dryer, cool storage or freezer.

The food is cooked

The food either need or served right away.

VARIOUS SHIFTS AT BRISTOL HOTEL, GURGAON

There is only one break shift in the kitchen which starts from 11.00 hrs to 15.30 hrs and

then 1900 to 24 hrs. The day in the kitchen starts with the store pickup and then the mise

en place for the day.

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

Bakery – 25.50

Banquets- 17.99

Palmyra café- 28.00

Room service – 26.00

Saffron Restaurant-26.00

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

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

requirements

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Storage:- The correct temperature ventilation and humidity must be maintained for all

stock. The main idea of storing food is to ensure that and adequate supply of food for

immediate needs as the establishments is available are stored for different period of time

and at different temperature to pressure their whole sameness till requires for preparation

and service.

Food store in the Bristol Hotel is situated at easy accessible area, which is

convenient for staff as well as suppliers.

There are 2 type of storage:-

1) Dry storage for nor perishable commodities like cereals, pulses sugar, legumes,

rice spices conned food, fats and oils.

2) Low temperature storage for semi perishable and perishable food.

3) Stores:- (Supply of Raw materials) Requisition slips are sent to stores indicate the

amount to be issued. This is done in coordination with the store issuing the items

the person in receipt of goods is responsible for this safe transfer to kitchen.

KITCHEN EQUIPMENT:-

Kitchen equipments and food are necessary to enable various and specialized task to be

performed smoothly in a specific period times. Therefore its important to have

knowledge of care and upkeep of kitchen equipment. While selectively a piece of

equipment certain factors selecting a piece of equipment certain factors have to be kept in

mind which are as follows:-

Construction of equipment

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Capacity

Price of equipment

No. of use of equipment

Noise caused by equipment

Drainage system

Availability of spare parts

Fuel supply

Maintenance of equipments

Weight in relation of movement and capacity of kitchen.

Easy to use

Over all size in relation to space and work floor.

Time construction

KITCHEN EQUIPMENT IN BRISTOL HOTEL, GURGAON

1) Large Equipments:-

a)Heat Generating:-

Double dryers

Microwave ovens

Bain Marice

A battery of modular gas ranges with ones back guard and shell,

freezer griddle plate and salamander

Solid too ranges

b)Cooling equipments:-

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Water coolers

Refrigerators

Ice-making machines

Walk in coolers

Beverage coolers

Ice-cream machine

Mechanical Equipments:-

Dish washing equipment

Mincing machine

Wet grinder

Choppers

Dough making machine

Express coffee machine 50-400 cup capacity

Peeling machine handling 5-20 kg root vegetable at a time

Blender

Mixer, grinder, beater

Bucket for tea/ coffee and water, capacity 25-200 times.

Washing and Storage Equipments:-

Pot rack

Put washing units

Storage racks

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Mobile sink with drains

Mobile mock table

Wall mounting sink with drain

Glass washing machine

Dish washing machine

Small and Angliary Equipments:

Palate knifes

Chef knifes

Steel knives

Choppers

Aluminum utensils

Chopper utensils

Stainless steel utensils

There area lot as small and large kitchen equipments used in the hotel. In the hotel

Bristol, Gurgaon some kitchen equipments are:-

66

NAME Nos

1 Hot cases 12

2. Microwave ones 03

3. Ice cream makes 01

4. Toaster 04

5. Ice-cube machine 01

6. Water Coolers 05

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ANCILLARY DEPARTMENT

PERSONAL DEPARTMENT

Personal Directors

Safety Recruitment Training Manager

Secretary

Organizational Chart of a typical department:-

Personal policy Man Power Policy Industrial relation policy

Remuneration and Appointment Account and Benefits Statistics

Induction

Performance appraisal

Training & development

Company plan

Functions of Personal Department:

1) To give the employees on understanding of the job and responsibilities

2) Appraisal their performance

3) Recruitment and placement of staff and also the discipline maintenance as staff

while at work

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Man Power Planning:- Solving problems and guidelines of staff handling transfer

promotion and dismissed as staff.

System and Procedure

a) Recruitment:- It is the process as selecting competent skilled personal with

the proper qualities to carry types as job in the market

b) Appointments:- A letter as appointment is given to the applicant as soon as

his job is confirmed. Documents and dates pertaining to the new

candidates are filled and the candidate is gives the job specification and

brief.

c) Appraisals:- this acts as feed back to the employee performance on the

job. Having an update job description and performance targets to does this

appraisals must be continuous as they will motivate employees thus

resulting is better performance as employees.

Sales and Marketing:-

Marketing is the destining as making the hotel suit the requirements as potential

customers. It is a complete circle is analyzing the demand. Providing a service to satisfy

the demand and then going on to sell the service selling not only maximize the

profitability as the hotel but also arise customers satisfaction by offering food,

accommodation and services, on the whole the hotel industry trends to be more inclined

towards selling rates than marketing. The whole hotel industry must become more

market-oriented rates than a product oriented.

69

Hierarchy:-

Sales Executive Secretary

Sales Manager

Account Clerk

Sales Personal

Security Department:-

In a hotel the security departments is responsible for the safety as its resident by

maintaining law and orders as hotel playa very active role. It protects the property

products assets, reputation. In other words, security is defined as those as will to promote

a state as will being relation to an establishment to protect lies and property and to

minimize the risk of man made disaster and crime.

Hierarchy at the Bristol Hotel:-

Chief Security officers

Asst. Security officer

Floors Public areas Time Office

Floor award clerk Public area Guards

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ENTRY & EXIT

The entry and exit of all items as well as people only to be through the security entrance.

All the things are checked by the security and then allowed to be taken inside.

Following areas require security:-

Personal:-

1) Entrance

2) Guest flood

3) Public area

4) Back gate

Management information system:-

1) Visitors Pass:- Normally when a visitors enters the hotel he must be directed to

security control by the gate guard. After accompanying the requirement of the

visitor further action will be taken by the security control.

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Engineering and Maintenance Department It could be wrong to assume that the engineering department is as little significance is a

hotel. This is because certain critical area such as plant and machinery, electricity and all

guest room. Hobby outlets fixtures rehandeled by this department.

Hierarchy Chief Engineer Assistant Engineer Senior Technicians

Pointer Carpenter Technicians Wetsweeper Plumber Electrical Air And Audio Conditionary

Systems and Procedures:-

The Engineering department performed the following functions:-

Upheep of utilities

Responsible for upheep of guest rooms and public areas

Responsible for power, water, A.C. Etc.

Regular checking of major equipments like refrigerators and deep freezers.

Purchase of equipments.

Presence energy by conservation.

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Setting up of lighting and music systems for special functions.

Reports Maintained

1) Night shift report

2) Log book

3) Power station

4) Maintenance logbook

Accounts

The accounts department is any hotel is a prime importance as the

management requires information which will indicate whether each

department is operating effective and helps to predetermine budgets normally

agreed the management.

According usually is considered with recording summarizing and reporting

the transacting of the organization.

Account Payable

a) Settlement of bills.

b) Preparation of cheques drafts.

c) Payment of Salaries.

d) Record of petty cash for purchases.

e) Maintainity sends flow register.

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Outlet Cashiers

1) The F.O cashier will take the payment for all the F&B outlets also,

so he required to receiving the cheques (2 Copies).

2) Returning one copy with the balance.

3) If the guests sign his bills then both the copies will remain with the

Cashier.

4) Entry into restaurant summery.

5) Receiving payment from guests for the accumilation.

6) Prompt settlements for bills.

7) Preparing room sales summery.

8) Posting guest cheques from various outlets into their bills.

General Cashier

They receives voucher from purchases along with daily receivable report goods

and bills of payment. At the month and a total bills of payment. At the month and

a total summery is made and the total is postal in general ledger one entry is done

for the whole month.

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Kitchen stewarding department

This department primarily controls the storage and issue of cutlery, crockery,

chiseware and glossure to the restaurant and ketches. The hygiene and sanitation

of the ketches usually comes under their department ketches starting is the

backbone of the hotel.

Functions

1) Pot wash is cleaning all utensils used is the ketches.

2) Dish wash is washing all crockery flatware glucose etc. used in the F&B outlets.

3) Cleaning the ketches areas.

4) Maintenance of all EPNs items used is the F&B department.

5) Responsible for regular garbage disposal.

6) Storage and issue of cutlery, crockery and glucose.

* Kitchens area cleaning procedure The kitchens area floors is thoroughly cleaned several times during the clay. It is

usually dust before and after and after the such of Initial timings. First the ketches is

sprinkled soap solution. This Spread our the floor with a scrubber. The floor is the out

mopped and subsequently dry mopped. At night all worth areas in the kitchens

are thoroughly cleaned and disinfected.

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Registered Maintained

1) Stock is hand registers: -

This is a record of the amount of crockery, cutlery etc this is available in the

store and this figure is adjusted and issue to different outlets. It is also used as

a reference to replenish stock.

2) Stock issue register:-

This register records the issue of several items to each outlet and provide

the consolidated figure to adjust with the stocks.

3) Breakage Register:-

Breakage during handling of chisel and glassware is comer. A report

register is maintained to record the breakage.

4) Banquet issue register:-

This is maintained exclusively for issues of items made by the banquets.

5) Indent register:-

This is a record for all the materials requisition made by the department.

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Kitchens Stewarding Manager

Supervisor

Utility Dishwater Pet wash Store Workers

Helpers In charge Incharge Incharge

Dishwater Pet washers Helpers

Objectives of the kitchens stewarding department are :-

1) To increase the efficiency of F&B production.2) To increase the efficiency of F&B service.3) To keep F&B equipment costs low.4) To cut down F&B operational good cost.5) To Ensure smooth operation of employer casteria.

* Working Schedule

Energy ½ hr. Energy 1 hr mapping Energy 4 hr washing whole are

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MANAGEMENT INFORMATION SYSTEM:-

There are several information collected, processes mentioned is prepared form to the

management about various departments operation comprise with post result and finally

management information system report is made and submitted to management to exhibit

the performance and other details as the hotel’s operation. These reports shall be

submitted as per schedule indicated below:-

2) Front Office:-

Reservation

Guest history card

Reservation status board

Fare casting report

Black book

Hotel diary

Group information sheet

3) Reception:-

Room report

Arrival and departure report

Room position status

Occupying status

Billing details report

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VIP arrive register

4) Night Auditor:-

Night report

Flash report

Total rates as the day

Total restaurant sales

Expected arrival

Expected departure

In-house guest report

Tabulator register

5) Food and beverage Production:-

Kitchen:-

Standard Receipt

Kitchen order ticket

Stock inventory report

Log book

Store requisition report

Daily inventory report

Standard purchase specification

Food cost control report

79

6) Food and Beverages Service:-

Restaurant:-

Log book

Duty rotation sheet

Guest comment card

Lines exchange register

Leave register

Attendance sheet

Breakage report

Guest checks

Room Service:-

Log book

Lines exchange register

Room service stores requisition

Morning order request

Guest complaint file

Breakage report

Amenity vouchers

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Banquets:-

Log book

Stock inventory register

Daily sales summary

Stock requisition book

Banquet order form

Store inventory book

Breakage report

Bar:-

Daily beverage sales summary

Stores requisition report

Breakage report

Stock inventory report

House Keeping:-

Memo book

Duty roaster

Attendance sheet

Room occupancy report

List of VIP crew, group etc.

Lost and found register

Discrepancy report

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Amenity voucher

Statement of the lines stock

Kitchen Stewarding:-

Daily breakage report

Purchase record

Log book

Duty charts

Quarterly inventory reports

Engineering and Maintenance:-

Complaint book

Log book

Stock inventory record

Purchase of spare parts register

Night shift report

Reports carried out register

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Security:-

Investigation report

Lost and found register

Key register

Daily attendance sheet

Duty roaster

Complaint book

Purchase and Stores:-

Purchase order

Food and beverage indent form

General order

Log book

Bin cards

Selectors inward book

Empties return book

Stock taking register

Stores:-

Stock book

Invoice book

Requisition form file

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Receiving:-

Daily receiving register

Delivery form record

Accounts and finance:-

balance sheet

bank intimation slip

profit and loss account

food control sheet

Food and Beverage control:-

KOT and B O T

Daily beverage sales report

Daily food sales report

Food and control check list

Gross profit

Night auditors report

Cashiers summary report

Budgeting analysis report

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Personal Department:-

Attendance sheet

Training sheet

Retirement record

Legal documents

Salaries and wages slip record

Sales and Marketing:-

Log book

Market analysis report

Sales summary report

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1) Xerox machines which are placed at the Business center are exclusively for the

guest service. But these machines are also used by the staff of the hotel for

photocopying and the trainees during their training period use these machines for

photocopying the annexure and fact files of the hotel, due to this sometimes the

staff as the business center sometimes face shortage of paper.

Solutions:- There should be at least one photocopy machine at the disposal of the staff for

day to day purpose and the business center staff should see to it that only guests use the

Xerox machine and the use of the Xerox should be strictly supervised.

2) The F.O staff occasionally relax in the business center during their breaks, other

than the break they are gives between 4.30 to 5.30 pm when the case function for

tea or coffee. They drink coffee and eat cookies, which they pick up from the

room service department which is located just behind the reservation in the back

area. This looks awarded when the guest enters the business center and it mass the

reputation of the hotel.

3)

Solutions:- The F.O staff should be strictly instructed to use the case and the rest rooms

with setting provided to then for releasing during their breaks. The business center staff

should be more strict and should not entertain staff in such manners.

4) The white seat corners used to cones the chairs in the banquet halls for the

functions which are held, are stained with food stains as the guest home lunch

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dinner or sometimes spill tea or coffee. On the chair there by leaving heavy stains

and the banquet staff blindly cones the chairs with there sear cones. The Bristol

hotel does not an in house laundry. Contract laundry received in hotel after it is

cleaned therefore the laundry services are cleared, therefore the laundry services

are not efficient and several guest complains about the stains to the banquet staff.

This gives about impression about the hotel to the guest.

Solution:- the laundry coming from the contracts should be thoroughly checked in the

line room and the Bristol hotel launches staff should be requested to check and clean the

stains properly the right, chemical should be use on the stains. This lines or cones are

stained it should not be used.

5) The sales and reservation manager takes the reservation simultaneously. This

leads to unavailability of rooms, sometimes leading to guest unsatisfied.

Solution:- This could be avoided if the reservation handled by one department i.e. by the

reservation.

Problem:- Since the restaurant is situated in the open air the food served to the guest

doors not remain hot.

Solution:- In order to avoid the problem the dishes could be served on a which helps food

to remain hot.

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6) problem: At the time of a function when it is completely packed. The food is not

realized. This makes the guest wait for the food.

Solution:- If one single head steward is guest the responsibility to special the food

throughout the banquet function. This problem could be over comed.

7) Problem:- The Chinese section is the center of the main kitchen. When the burner

is on high flame the flame spreads throughout and heat is created.

Solution:- In order to over come this problem flame should be taken care as much heat is

generated and kitchen should be gives exhaust fan to absorb the heat emitted.

8) Problem:- Since the kitchen is in the view as the guest in open space. The insects

are attracted towards the food.

Solution:- In order to avoid this pest control must keep in mind of using various sprays

etc. Hence this problem could be overcome by various preservative measures.

Problem:- One of the major problem in the housekeeping department is shortage as lines

(bed cones, pillow, covers) the department cannot buy the lines as one cannot increase the

budget.

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Solution:- This could be avoided if the lines is properly used washing, pressing could be

taken career and the house boys also have to be educated not to use lines cover for

dusting etc.

9) Problem:- Guest complaining of stains in carpet, bed covers, curtains etc.

Solution:- Room to be super cleaned regularly and room to be blocked for preventive

maintenance 4 times a year. Carpet shampooing and dry cleaning as all upholds once in a

month.

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The project I have prepared lists all the operational departments as the “BRISTOL

HOTEL”, GURGAON where I underwent training for 2 months. I have made an attempt

to compile the various information as different departments, provided solution to the

existing problems. I had seen in the hotel. A conclusion may be draws that no department

was without a problems.

The project has particularly explained the various function and procedures as different

department at the BRISTOL HOTEL.

The Bristol Hotel, Gurgaon is running, reasonably well and has a good share of business

and corporate clients, but few as the systems and procedure followed in the hotel need up

gradation.

The Bristol hotel staff face competition posed by other 5 star hotel properties in the city.

It is the duty as the hotel to have a more satisfied staff. For this the personal department

should check the appraised of all employees and give promotions and in certain to all the

deserving staff. Bristol being one of the leading hotel as the world, should be aware as the

latest trends and should set example for other hotels. The area which where important and

emphasized were:-

1) The purpose and systems of each department

2) The department hierarchy

3) The various components as the department

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4) The management information system used in each department

The main objective as this study was to analyze the system, procedures functions and the

operative aspect of the departments of Bristol Hotel.

Thus an in-depth study of this nature into an organizational structure helps to gain

knowledge and gives an insight into the working of this complex, yet highly professional

and profitable establishment called a “Hotel”.

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