Swissotel Training Report

7/31/2019 Swissotel Training Report

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Swissotel Kolkata


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Anirban Majumder

Summer batch

Nchm roll number:


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Index

Topic page no.

Acknowledgement

Introduction

Hotel specification


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Acknowledgement

In planning the compilation of training report according to my experience, Igreatly acknowledge with thanks the expert knowledge and suggestion of

specialists. This has to a large extent been helpful for successfully completing20 weeks of industrial training.

I acknowledge with thanks:> (Principal of IHM, Kolkata)

> (Food Production Teacher& In charge of Training &Placement Cell)

Mr.Ramola:Training Manager of THE SWISSOTEL, KOLKATA, who welcomed

& let us undergo the Industrial Training in the hotel ((TTHHEE

SSWWIISSSSOOTTEELL,,KKOOLLKKAATTAA)) & thereby giving us an insight into the hotel industry.

All the Executives & Staffs of THE SWISSOTEL,KOLKATA, whose consistent

support, encouragement & understanding cannot be expressed merely in words.

And finally I thanks to all my classmates & seniors for their guidance &

cooperation throughout my training periods.

Date.. Anirban Majumder

2nd year


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Introduction

Swissotel Kolkata is the newest luxury address in the city of Kolkata.It

has on offer a handpicked mlange of leisure and businessfacilities.Boasting an under-one-roof concept,this hotel has 147

cotemporary guest rooms and luxury suites with spectacular

Jacuzzis,four restaurants and bars,a fitness centre,a rooftop swimming

pool and over 1261 sq metre of meeting space with the largest pillar-

less banquet in the city.Swissotel Kolkata is the part of a new urban

development with an attached mall featuring shops,restaurants and a

multiplex cinema.The award winning bars and restaurants of swissotelHotels and resorts have become places of entertainment throughout

the world and swissotel Kolkata is no exception.

Dubari:Indian speciality restaurant specializes in handpicked cuisines

from all over india.

Splash-rooftop al fresco restaurant with its hip and modern

ambience,live music and cooking stations is the place to be seen

Caf swiss showcasing 24 hours a day,7 days a week with alfresco and

indoor sitting serves international and local cuisine

Maaya Bar is the in-house bar which serves a selection of fine wines,

beers and spirits.

Sitting on the banks of river Hooghly ,Kolkata with its electic mix of

colonial architecture and the burgeoning IT and other industry sectors

is the main commercial and financial hub of eastern India.


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Surrounding area

Rajarhat

Room information:The Swissotel Kolkata

Property InformationCheck In Time - 2:00 PM

Check Out Time - 12:00 PM

Credit card required - Upon Check-in

Multilingual staff

Photo identification required - Upon Check-in

24-hour front desk - 24 Hours

Star rating: 5

Check in time is 2:00 PM, Check out time is 12:00 PM


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Area Activities

Policies & Disclaimers:You must present a photo ID when checking in. Your credit card is

charged at the time you book.

Bed type and smoking preferences are not guaranteed.Your reservation

is prepaid and is guaranteed

for late arrival. The total charge includes all room charges and taxes, as

well as fees for access

and booking. Any incidental charges such as parking, phone calls, and

room service will be handled

directly between you and the property.


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Hotel Specifications


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Swissotel Kolkata has a range of 147 elegantly designed guest rooms

from the generously proportioned Classic rooms at 32 sq mrtres withking sized, twin-bed, smoking and non-smoking categories featuring

flatscreen tv,mini bar,IP telephone,high speed internet access,pesonel

electronic safe,24 hour in-room dining,to luxurious Jacuzzi suites with

65 sq mt of interior space,with flatscreen tv,large writing table,Ip

telephone,iron and ironing board,complimentary news papers and a large

garden terrace.

Room types:

Classic rooms Swiss advantage rooms Swiss executive room Swiss executive room with jacuzzi

Junior suite Junior suite with jacuzzi Executive suiteExecutive suite with jacuzzi


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Dining

Caf swiss

Durbari:Indian speciality restaurant

Splash:rooftop lounge

Maaya Bar


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Spa

At Provel Sport in Kolkata, we attach great importance to using

Swiss products, and have developed for our guests a range of

unique products that incorporate the exclusive Suissessences range

of essential oils and fragrances. One of the key elements on the

path to natural vitality is exercise. Our facilities include a first-

class fitness centre with state-of-the art equipment where guests

can train on the treadmill, dynamometer, cross trainer, or the wide

ranging fitness apparatus and free weights. To further enhance a

visit to Provel Sport, we provide our clients with complimentary

fresh Alpine mineral water and our special selection of

invigorating teas and fitness drinks.

Opening HoursSPA7:00 AM to 10:00 PM

FITNESS6:00 AM to 10:00 PM

SWIMMING POOL6:00 AM to 10:00 PM


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Spa FacilitiesWith its impressive rooftop location, Swisstels Provel Spa is a tranquil

oasis in Kolkatas vibrant cityscape. The Provel Spa facilities include:

Fitness centre with leading-edge equipment Rooftop infinity pool Rain showers with separate locker rooms for men and women Private Vitality Rooms where massages & treatments are carried out.

MEETINGS

CONFERENCE AND BANQUET FACILITIES


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A 24 hour business center fully equipped with modern facilities includes a

meeting room, secretarial and courier services, photocopier, fax, PC,

Internet, email and document binding. The spectacular Ballroom at The

Oberoi Grand is ideal for large conferences and receptions and

accommodates up to 800. Three meeting rooms, including a board room, are

suitable for smaller business gatherings and seminars. The hotel offers a

satellite teleconferencing facility. All guest rooms feature dual line direct

dialing with data port and

voicemail, and an executive work desk. Deluxe rooms have a dedicated fax

machine .

Services available include:Microphone, Collar Mike (with wire), Cordless mike (hand held or collar),

Extra Carousel Tray, Laser Pointer, OHP with Screen (4*4), OHP with

Screen (8*6), Slide projector with screen, Metallic OHP with screen, LCD

projector with screen, Screen (4*4), Screen (8*6), Back projection Screen

with masking, Desktop Computer with monitor, Monitor, Television, VCR

(multisystem), Stereo System (Tape Deck-50 watts), Stereo System (CD &Tape Deck-500 watts), Audio recording per hour, Video recording per

cassette, Spot Light, Spot Light halogen, Video scope VHS Cassette, Video

scope U-Matic Cassette, Data projector for computer projection, Beta

player.


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Front office

Introduction

In countries throughout the world, the steady and continual increase in size

of tourist and hospitality industry continues. In order to accommodate the

worlds travelers, the Hotel industry is also increasing to keep up with the

demand. For many people its the look , design and location that creates the

important and lasting impression.

However, the hotel industry is highly people oriented. It is effectiveness,

efficiency and warmth of this people, which is what creates the lasting

impression, and it is these same people who, by their attitude and

friendliness, subconsciously attract guest back to the hotel.

Very often the first and the last place the guest comes into direct contactwith the hotel is the Front Desk. It is the Front Office , which forms the

basic foundation for the hotel staff and guest relation in future. Its primary

function is the sale of guest rooms available in the hotel by following a

series of preset procedures consisting mainly of reservation followed by

registration and assigning room to the customers.

Front office is termed as the power house of the hotel. It plays a major role

in the operation of any hotel. It is believed that room sale is the most

profiting mode of income of the hotel, Revenue collected from the room

sales contributes much more than any other departments consisting more

than 70% of the total sale.


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Thus we see that the primary objective of the front office is to receive the

guest, give them a warm welcome, assign them rooms keeping in mind their

taste and preferences and be a customer friendly interface between the hoteland the guest.

This extremely important department is one of the first points of contact the

guest has with the hotel, and leaves the lasting impression on the mind of

the guest about the quality and service provided.It is therefore crucial for all

Front office personnel to be constantly aware of this fact and realize that, inaddition to their routine functions, they are also salesman for their hotel and

the other hotels in the group.

The Front office is the never center of the hotel.It encompasses the

Reservations office, the Reception, and Information desk.For most guests,

contact with hotel is established even before they enter it-through the

reservations office- and this contact with the Front office is maintained right

through their stay check out.


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DIFFERENT AREAS OF THE FRONT OFFICE

The main areas of the front office at the swissotel,Kolkata are:-

1.Bell desk

2. Reception

3. Cashier

4.Reservation

5.Travel Desk

6.Operators

7.Business Centre

FRONT OFFICE FUNCTIONS

DAY SHIFT :

~ Report on thetime & sign on the attendance register with time.

~ Go through the log books & ask for clarification if any.


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~ Check the rooms blocked for the days arrival.

~ Check the system for ready room & communicate with housekeeping if

necessary.

~ Check for the tidiness of the lobby & front desk.

~ Check whether adequate stationery & bill folios are ready in reception or

not.

~ Take the cash handover & sign on the register.

~ Check all the room keys of the vacant rooms.

~ File all the reports generated during the day.

~ Block rooms for next days arrival.

~ Keep the working areas clean.

~ Give handover of the cash to staff who comes for next shift.


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NIGHT SHIFT :

~ Report on the time & sign on attendance register with time.

~ Go through the log books & ask for clarification if any.

~ Checks for the NO-SHOWS & cancellations of the day if any.

~ Take the cash hand over & sign on the register.

~ Check that all the bills of the guests are slotted properly against correct

folder.

~ Check for the tidiness of the lobby & front desk.

~ Check that System & Reg cards are update properly.

~ Pre register all reservations & attach all supporting.

~ Proceed with Night Auditing.


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~ Take out night reports.

~ Taking a print out for the Expected Arrival & Departures list for the next

day.

~ Prepare all welcome letters.

~ Enter wake up call times requested by the guests & followed up

accordingly.

~ Distribute In- House Guests List to various departments & handover the

cash to the next shift staffs.

RECEPTION

It plays an important role in the front office setup. This is the first section

where the guest comes in contact with the hotel employee. It is located in

the Front Office and it deals with

functions, the main one being checking in or allotting rooms for individuals

or groups.

When the guest arrives at the hotel, he first approaches the reception

counter to give in his


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name if he has a reservation. If the guest has booked a room in advance then

a reservation card with all the details are printed and kept ready.

In the case of walk-in, the receptionist fills up the registration card & checks

the computer for the vacant rooms.

The receptionist checks up with the assigned room report also to ensure that

the room allotted is vacant.

The key card is filled up & the appropriate key is placed in the card and

handed over to the guest. For registration everything is done on the

computer. Hence manual labour is saved on as the guest check in and arebilled directly through the computer as the entire hotel operation runs in the

computer.

A group coordinator always awaits the group to check in.The group leader

is then taken to the bell desk, here the group co ordinator checks with the

rooming lists. The group coordinator allots the key along with the key

cards.The rooming lists is also needed to identify the guest baggage. The

bellboys then carry the baggage up and in this manner a group is checkedin.

ROOMING LIST

This is like a form, which stays with the group co co-ordinator. It is needed

during the time of checking in of a group.

It states all the names and the number of people in that group, in the order

they want to stay.

This means that the type of room whether they are single, double and triple


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is mentioned. It is through this list that the rooms are allotted and the guest

baggage are identified.

FUNCTION PERFORMED DURING ARRIVAL OF GUEST

Welcome the guest

Ascertain room requirements& cross check with the movement lists.

Hand over the guest registration card to the guest.

Select a vacant clean room(VC) keeping in mind guest choice if anyroom is free for the entire duration of the stay.

Take out the appropriate key from the box & prepare the key card.

Ensure that all the details on the GRC are filled up.

Feed the GRC into the computer.

Make entry in the arrival departure register.

Update room position if necessary.

Make C form in case of the foreigners.


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Prepare in duplicate- *Foreign Regional Registration Office copy*Hotel copy.

DEPARTURE FUNCTION:

1.When the guest settles there bills, the registration card and the keysare given to the reception.

2.Keys are kept back in place.3.An entry is made in the departure information sheet for departments

like-

*Housekeeping

*Room service

*Telephone& telex.

4.Inform the housekeeping over the telephone so that the concerned

housekeeper can

attend the departure room.

5. Make entry in the departure register.


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OTHER FUNCTIONS PERFORMED:

RECEIVING MESSAGES:

A hotel provides a complex series of service to guest and in order that all

are co coordinated communications is very essential. Incoming calls are

transferred to the guest. If the guest are not available the messages are noted

down and the message light is turned on for the room.

So that the guest comes to know that there is a message for him in the

reception.

TRANSMITTAL SLIP:

It is a facility provided to the guest. In case the guest needs a car for the day

as incase of the

airport pickup or a drop to some place, transmittal slips are filled in. This is

prepared in

duplicate. The lobby manager has to sign on it.

ROOM CHANGE

In case of room change, a change slip is filled in.Four copies are prepared.

They are for the following departments:

*Bill department copy*Room service copy

*Housekeeping copy

*Telephone copy


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MAINTENANCE:

In case of maintenance of anything in the reception department. A

maintenance order is filled. It is prepared in duplicate.

GUEST REGISTRATION FORM

This particular form is presented to the guest when he checks in & it mainly

consist of Name, Address, Organization, Destination & Nationality and in

case of foreigners it Contains his passport number details along with Room

number. Date of arrival and departure. And the mode of payment. Finally

the guest has to sign declaring that he will release the room by check outtime whatever it is on the departure date.

ROOM KEY CARD

Room key card is issued by the receptionist of the Front office department

to the guest, who checks in the hotel. It is a card, which is issued as a

identification card by the guest in the hotel, while requesting for the key,signing in the restaurants, bar and on check out. On one side of the card it

contains Name, room no, rate, arrival and departure and on one side is the

different outlet of the hotel along with their timings are mentioned.


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CASHIER

The cashier is adjoining the reception and information counter but is

situated at the corner. It does not face the entrance through the lobby. Its

main function is to maintain guest folios. The posting of charges from

departmental vouchers to the guest bills is carried out here. At

checkouttime cashiers closes the bills/ folios.

The second copy of the registration card of the guest is attached along

with his correspondence and is placed here. All the miscellaneous bills

are immediately added to the room bill and fed in the computer.

Apart from this the cashier in charge of handling petty cash and to keep

safe custody of guest valuables. If valuables are lost in the rooms then

the hotel is responsible for such losses. If a guest wishes to make uses ofsafety vault, then the cashiers issues it and the rent is charged.

The Cashier department is important but equally risky as there is an in

flow and out flow Of lot of money every day.

SETTLEMENT OF BILLS.

METHODS:

Even through legal tender cash is the only method that customers may

utilize to settle their bills there are many other types of payments that hotel

willingly receive, all of them will be common to every hotel, but there are

more usual payments with which cashiers must be familiar and it is

generally up to the policy of the hotels managements as to which are taken


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settlement of the bill.

When dealing with cash the cashier must always keep the amount given in

payment separate from the float until the change has been counted back.

Foreigner currency is increasable popular as a mode of payments. In many

hotels the payment is intended by cheque, which may be cashed at the time

of registration, the bill may have to be settled 3 or 4 days before the guest

lives in order to guarantee that cheque 13 is clear.

The second time of the cheque that a cashier must know about is the

travelers cheque, which is a common way in which overseas customers on

tourist pay their bills w2hile in another country. Tourists cheques sufferfrom a problem that they are4 issued in fixed denomination.

An increasingly popular method of payments being used in hotels &

restaurants in the credit card, which has really gained popularity in the

country.

Apart6 from settlements of bills the cashier has the responsibility for

protecting guests valuables. A system of safety deposit boxes or a separate

safe may well be utility for the safe custody of guest valuables.

FOREIGN EXCHANGE

The foreign exchange can be exchanged for Indian currency at the Cashiers.

The rate of exchange of currency is taken from Reserve Bank of Indiaeveryday. An exchange form has to be filled up, the original copy is given

to the guest and the foreign exchange is stapled with the other copy of the

guest.


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SAFE DEPOSIT

The cashier issues safe deposit card to the in house guest who wishes to

deposit their valuables in the Safe Deposit Boxes. This card contains thename of the guest, room no., address and finally the box number, allotted to

the guest & signature of the guest as well as the person who delivers the

key.

BILLING INSTRUCTION

Guest can settle their bills directly by cash, credit card and travelers checks.

Guest who has the facility of charging bills to their company. Bills can be

send to the company provided it is on the hotels credit list or approved

company.

BILL TO COMPANY /BTC instructions must be received in writing on

the company letter head, this must mention the mailing address of the

company and should also mention to whose attention the bills has to be sent.

Similarly for travel agents the vouchers must be mentioned the entitlement

of the guest clearly, specifying what component of the bill has to be settled

by the travel agent and what part by the guest himself

Billing letters when received are photocopied. The original copy is sent to

the city ledger for the collection of dues and duplicates are retained withthe correspondence. Some times the billing instruction may be received

through the IRS or Regional Sales Office of companies, which are not in the

credit list. In this case the name of the person authorizing credit must be

clearly mentioned.


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FRONT OFFICE CASH

Front Office cash is one of the major areas, in the Front Office department.

It is the last area where the guest comes in contact with while leaving the

hotel. It deals with the settlement of all the bills of expenses incurred by the

guest during the entire stay in the hotel. This bills includes the Telephone

Charges, Room Charges, Restaurants Charges, Minibar Charges, & other

Miscellaneous charges.

FRONT OFFICE ACCOUNTING CYCLE

There are three important stages in the Front Office accounting cycle these

are :-

Creation of accounts

Maintenance of accounts

Settlement of accounts


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Maintenance of accounts:

The act of recording the transaction on to the guest folio is called posting.

There are two types posting:

1.Credit entry.

2.Debit entry.

Most common Debit Entries:

Room Charges.

Restaurant Charges.

Telephone.

Laundry.

Uses of other Hotel facilities.


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Most common Credit entries:

Pre payment

Payment for part of the bill

Payment of final settlement

THE BELL DESK

On the Arrival guest luggage is taken in the trolley with the guest to the

reception and wait to get the check in procedure completed. Luggage is

carried along with the Guest to his room. Guest is explained about the

fittings facilities in the room. Bell Boy errand card (arrival) is taken fromreception at the time of carrying the luggage and then filled in and

maintained. Arrival departure of the guest is notified in the bell captains

control sheet. Scanty baggage guest are marked and the report is signed

from the reception (even in case of the regular guest).


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Function of the BELL DESK:-

Morning newspaper are sorted and outside the room by the night shifts.

Guest is explained about the hotel and the room facilities including

minibar on check-in.

Guest baggage handled and carried to rooms in check-in and removed and

brought to the Lobby during checkout.

Errand card made for arrivals and departures, and arrival cards given byreception at the check in time.

Guest bills are mailed, for specific price.

Maintaining baggage in the luggage room face of the cost.

International newspaper received and distributed.

Early morning newspapers are distributed in rooms by night shift.

In house, Room verification and expected arrival report is resigned and

newspaper request list completed.

In luggage handling arrivals cards are given by reception, which are fi lled

up and maintained. Where as departure cards are made at bell desk.

Guest luggage is stored in luggage room for which tags are attached to the

luggage and receipts given to the guest and the luggage register completeLog book maintained by the shift captain.


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The Bellboys errand card (arrival) is taken before taking the guest to the

room. So that, the lobby attendant address the guest by name. If the guest is

a regular then the bellboy escorts him to the room and leaves the luggage,

but in case of a new guest he explains about the fittings and the facilities tothe guest. Guests luggage is stored in the luggage room if the guest request

so. The bellboy errand (and arrival) is completed for the errand card date

wise for each month of record.

Early morning newspaper are received and hanged on the doors by night

shift. The guest is given financial and normal newspapers.

BACK OFFICE

The Back office generally does all the paper work on a guest arrival. The

people in the back office not constant. The Receptionist from the From

Desk come in and do the work, However, there is a telephone operator to

handle all calls. The receptionist from the front Desk come in and does the

work, however, there is a telephone operator to handle all calls. The

receptionist also has to attend calls and give information to the guests,

outsides generally call to ask whether a particular guest is or not as they

would like to speak to the party concerned. Then the Receptionist looks up

the guest by name menu and checks the guest room number. The guestsscall up themselves to ask for information on the hotel, like pool and

restaurant timings, the channels for the T.V. and other small details be

would want to know.

There is direct dialing from all guests rooms and he need not go though the

telephone department. Any message for the guest are also entered into the

computer. Two copies are printed. One is sent to the guest room and the


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other is kept in his mail and key rack. When a message is entered into the

computer. A red light on his telephone shows, telling him to call to get his

message. Once he calls his message is deleted. All message for in house

guests are deleted by midnight.

When a receptionist checks a guest in on the computer, she does not have

much time to enter all the passport details and address and the next

destination, etc, are all entered into the computer in the back office. Then

the registration card is separated from the bard card and it is filled. Theband card is sent to the cashier with any correspondence from or on behalf

of the guest to the hotel, after being checked by the Lobby manager.

RESERVATIONS

Reservation as the name suggest handles reservations of rooms in THE

SWISSOTEL, KOLKATA.Out station reservation are taken by the

OCC.Reservations are the backbone of the Front Office and are supported

by Sales and Marketing Division for Reservation.


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Main Functions

Accept request for accommodation.

Confirm / wait list/ refuse (as per status or instruction).

Create a folio for the guest.

Maintain correspondence.

Update, cancel existing reservations.

Prepare various month end status.

Medium of Reservations.

Telephone : TEL.

Telex/Cable : TLX / FAX.

LETTER : LTR.

Verbal :


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Major sources of Reservation (business producers- TA /DIR/ INTER

HOTELS.)

TA : Travel Agents ( Local or foreign )

DIR : FITs (Free individual travelers )

TA : Tour operators.

Dir : Companies.

EMB : Embassies.

LHW /LRI/ : Hotel Reps.

DER/STR

Air : Airlines.

CRS : Central Reservation.


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GUARANTEED RESRVATION:

A reservation under which the guest will guarantee to pay for the room even

if its not used, unless the guest has followed the hotels prearranged

cancellation procedure. In return the hotels holds the rooms till the check

out time of the guest. For a guaranteed reservation, an advance payment is

taken from the guest.

NON GUARANTEED RESERVATIONS:

A non-guaranteed reservation is a reservation in which a guest has just

agreed to stay in the hotel without any pre-payment.

At Oberoi, in case of non-guaranteed room, the room is held for a guest till

1800hrs the same day, after which it is released for sale but prior

information regarding this policy, is always given to the guest.

EARLY CHECK-IN :

This term means that the guest would check in to the hotel before the

standard check in time of 1200 noon.


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DIRECT REQUEST :

Any reservation request that is made directly by the person needingaccommodation or by some one else for him or her. This type of reservation

generally comes by FAX or by Telephone.

REGIONAL SALES :

Bookings received from regional sales department of the hotel.

MODES OF RESERVATION

The different modes through reservation request are made to the hotel are as

follows :

Personality. Letters. Telephone. Telex. Fax. E-mail.

However most of the times the reservations are made either by Telephone or

by Fax.


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HOW TO TAKE A RESERVATION ON THE PHONE.

1. Answer promptly- greet the caller by mentioning time of the day, thedepartment and offer to help.

2. Take down all the details on a printed reservation form.

3. Check the status of the room availability and there by confirm / regret/

waitlist.

4. Ask for written request, especially for billing instruction, which should

never be accepted verbally.

5. Thank the caller.

Processing a Reservation :

Check under the guest history (GHD) if we have any prior informationon the guest.

If we do have the above then the folio is created from history (HC). Ifnot then a fresh guest folio is called up (CAD), check company

account directory (CAD) and fill up

Company account directory on folio.

The folio is filled up with all the details available and then created oncomputer by pressing control F2 after doing the needful.

From this point onwards the guests reservations is in a PREREG


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status till the time the guest checks-in, when the status is changed to

REG.

Then create the BT screen for billing instructions, if any.

Create the TA screen, if the booking is through TA.

The guest folio # is then written on the reservation correspondencesand the circled.

The correspondence is the filed date wise for the present month andmonth wise for future months.


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Group Reservations:

They are done in the same way as for FITs with the following additions:

Request for the rooming list at least a fortnights prior to arrival.

Special meal plans must be decided before checkin.

Billing instructions for breakdown of accounts.

Time of arr / dep must be taken down.

Normally the passport details are submitted at the time of arrival of the

group.


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Housekeeping


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INTRODUCTION

The housekeeping department is an important organization, which looks

after the welfare of the guest. A tidy well kept room and clean, aesthetically

appealing surroundings affect the guest greatly. The image of the hotel and

its name is greatly heightened if the guest is pleased and is satisfied that

hes got his money worth in terms of service and treatment.

Housekeeping as the name suggests refers to keeping of the house and

includes all those factors that lead to the comfort, cleanliness and service of

the people occupying that particular house. The main objective of the

department is to improve and maintain the sale appeal of rooms by making

the guest feel happy and relaxed. The personal effort the housekeeping

department makes in giving a guest a desirable room has a direct bearing

on the guests experience in the hotel.

The housekeeping department looks after the cleanliness and well being of

the entire hotel. Public areas are very important as the reflect the image of

the hotel on a potential guest or a repeated customer. It coordinates with

different departments of the hotel to function efficiently and effetely. The

department has its staff spread on all floors as well as public areas along

with housekeepers, floor supervisors, room boys and housemen. Apart fromrooms and public areas the housekeeping department takes care of various

other areas as well.


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A DETAIL ABOUT THE FUNCTION OF

HOUSE KEEPING IN PUBLIC AREA

The section of housekeeping deals with the areas mentioned bellow:

LOBBY: The lobby of The Golden Park is thoroughly cleaned at night.firstly all the upholsteries, wooden pieces, frames, glass top tables, glass

doors are cleaned thoroughly by Collins.

Then the dustbins are emptied & new garbage bags are put into it.

Then the marble floor is moped with cold water & soap solution. The

entrances of the elevators are cleaned & inside of the elevators are also

cleaned.

SPECIAL CLEANING:

All the upholsteries are shampooed every week.

Marble floor is polished every week. Wooden things, Brass materials are also polished when necessary.


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But this works are done in night mainly. In daytime the lobby area is swept

& dusted every hour & the dustbins & ashtrays are emptied when they are

completely full. If some emergency arises then the lobby can be thoroughlycleaned at the daytime also.

FRONT OFFICE COUNTER:

Front office counters carpets are brushed, tables, cabinets, computers,

racks, counter top are dusted, Waste Paper baskets, ashtrays are emptied &

cleaned at night.

In daytime only cleaning processes that have to be done here are emptied

the waste paper baskets & ashtrays & dusted the office area if required.

EXECUTIVE OFFICES:

These areas are cleaned in early morning before starting operations. The

obshave to be done here are:

Swept the floor & if carpets are her that has to be brushed. Dusted the tables, cabinets & computers. Emptied the dustbins.


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Fill the water in glass.During the day if cleaning is required attendants are called to do this works.

RESTAURANT: The main cleaning process is done at night. This process

includes:

Dusting all tables & chairs. Wiping all glasses & mirrors. Scrubbing the floors. Shampooing the upholsteries. Polishes the dance floor & all wooden furniture. Moping the bar counter floor & drying it up. Emptied all ashtrays.


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In the daytime after breakfast & lunch housekeeping comes & cleans

mainly the floor & if there is any emergency like spoilages of gravies, water

then also housekeeping can be called to clean that up.

PUBLIC WASH ROOMS: Thereare 5 washrooms each divided into two

sections one for Gents & other for Ladies.

Here also the main cleaning is done at night, which consist of:

Scrubbing the tiles. Scrubbing the WCs & the washbasins. Cleaning the taps. Mopping the floors. Supplying toilet rolls & the liquid soaps. Cleaning the dustbins.

At day time the floors are mopped after every one hours & the toilet rollsare supplied when required.

If some emergency arises then the lobby can be thoroughly cleaned at the

daytime also.

BANQUETS: In the hotel THE GOLDEN PARK, there are thirteennumbers of banquets, which is the highest among the hotels in KOLKATA.

So it is always has been a very strenuous job to clean all those banquets.

The banquet turn over is very high in this hotel as it offers a service

equivalent to 5 star at a comparatively reasonable rate. At this situation it is

not possible to clean those banquets in the day time, hence the management

decide to clean these banquets during night.


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PROCEDURE TO CLEAN BANQUETS:

First dust & wipe all the mirrors & sculptures in the banquets. Then brush the carpet properly. Make sure that nothing is there on the carpet may it a piece of paper

some pins that has used to set up the banquet last time.

If the banquet has already set for any functions then we must try toavoid displacement of the set up.

Then the wood frames to be polish.

If one has to ready twice in a day for another function the after another

function house keeping has to be called for cleaning.

KEY CONTROL

The housekeeping department has the maximum number of keys and to

ensure the security of the property and safety of the guest it is necessary to

have strict control over the keys.

RESPONSIBILITIES OF HOUSEKEEPING DEPARTMENT.

The main responsibility of this department is the smooth running of the

hotel by maintaining and servicing guest rooms, corridors, elevators, other

service and public areas along with linen, furnishing, carpets .Its other

function are: -


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Staff training. Organization and coordination ofcompany. Guest laundry and dry cleaning. In house laundry. Horticulture.. Linen roomfunctioning. Staff uniforms. Lost and found. Maintaining inventories and other records. Purchase of cleaning equipments and other agents. Carpets. Renewal of upholstery, furnishing linen. Budgeting. Dealing with guest queries and complaints. Recruitment of new staff.


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JOB DESCRIPTIONS

EXECUTIVE HOUSEKEEPER.

The term housekeeping is usually used for one who is responsible for the

housekeeping. The executive housekeeper is senior most in authority and is

responsible for the staff and the work in the department. She must have

sound technical knowledge and keep up with the latest developments in the

industry. She should be an able manager and be able to conceptualize and

execute plans. Her duties include: -

Attending the daily morning meeting with all departmental heads. Take a round of all the public areas in the hotel. Prepare the annual department budget with the help of assistant

executive

housekeeper. Co-ordinates with all other departments for the executive and efficient

works.

Check the VVIP rooms for upkeep, cleanliness and aestheticappearance.

Requisition of guest rooms, cleaning supplies , cleaning materials etc.


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ASSISTANT EXECUTIVE HOUSEKEEPER

In the absence of the executive housekeeper the assistant executivehousekeeper performs her duty.

Placement of staff on day-to-day basis, checks grooming standards ofstaff when they report for duty.

Issue of pass keys and maintenance of key register. Preparing duty rosters of all housekeeping staff including work

schedules , shifts, leave sanctions.

Responsible for keys of lost ands found cupboard, claims for thearticles must go through her.

She has to daily check the VVIP, VIP rooms. She deals with guest complaints of minor nature at the floor level. She deals with employees disputes of a minor nature regarding day to

day operation.

She has to take the round of the public areas at least once a day. Stock register pertaining to rooms- linen, she looks after furniture.

Inventory done along with floor supervisor is done once a month incase of linen and for furniture and fixtures once a year.

Co ordinates with all other departments for the effective and efficientworking.


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PUBLIC AREA SUPERVISOR

Responsible for allocation of work to staff on daily basis. Responsible for the inceptor of proper cleaning being carried out in

various public areas.

To maintain a regular and complete advance schedule of renovation ofpublic areas in consultation with the executive housekeeper or the

assistant executive housekeeper.

Coordinates with the engineering department for day-to-day work inpublic areas.

Coordinates with the florist for the flower arrangements in variouspublic areas.

Direct the staffs for the through weekly cleaning schedule everyday. Provides on job training for the trainees and new recruits and also fill

in performance appraisal for the staff.

FLOOR SUPERVISOR

Allocate the staff according to the capabilities of every person as wellas workload.

Briefing, attendance and grooming check of all the room attendant andfloor housemen.

Coordinate with the front office to get the VIP arrivals and also show


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departure rooms.

Check for VIP amenities to be kept in the room. Prepare the housekeepers report from the individual room attendants

report and send it to the housekeeping desk.

To ensure that lost and found articles are properly recorded as well ashanded over to the desk.

Issue the supplies to the room attendants on start of shift and receivethe remainder at the end.

DESK SUPERVISOR.

Center of communication between reception and floor levels conveysdeparture room no for reception to floor level to reception via

telephone paging.

Handles guest request like extra soap, razor, linen, shoe polish etc Handles lost and found; registers all lost and found bought by the floor

supervisors.

Prepares a report on the future requirements using the housekeepingstores par stock.

Maintenance slip: Floor supervisor conveys the message to her.


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HOUSEMEN

Cleaning of banquets and public areas. Transporting of linen and stores and supplying of extra beds and cots. They also perform functions of butlers, i.e., supplying of fruits and

bottled water in the rooms. They take care of mini-bars as well.

Housemen take care of work that requires handling of heavymachinery like carpet shampooing, floor scrubbing, carpeting etc.

ROOM ATTENDENTS.

Servicing of guest rooms, the numbers may vary from 10 to 15,depending on the policy or the degrees of luxury followed in the hotel.

Housemen often perform cleaning of guest corridors and public areasaround the rooms.

Reporting unusual occurrence in the rooms under his control to thefloor supervisor.

Exchanging linen from linen room i.e. Clean for dirty. Attending to guest request and conveying guest complaints to the floor

supervisor.

Cleaning of pantry or trolley.


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LINEN ROOM SUPERVISOR.

To maintain various slips and record which are accepted and issued bythe linen room staff.

Linen and uniforms, which are issued on the basis of, clean for dirty. Maintain and updates the stock registers and takes stock at a periodic

interval.

Handles request or complaints from the floors, departments andlaundry.

Checks on the standard of clean linen brought from the laundry andtake necessary actions if laundering are poor.

Responsible for the behavior of all staff and proper functioning ofequipment in the linen room.

CLEANING PROCEDURES.

PUBLIC AREA CLEANING:

Public areas includes : Lobby. Restaurant Guest Cloak Rooms. Shopping Arcade. Corridors and Elevators.


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LOBBY.

The lobby area is under constant vigilance because due to the heavytraffic it is full of foot steps, cigarette stubs and other such articles,

and also the appearance of the lobby has an important impact on the

entire population entering the hotel.

Carpets and mats put at the entrance helps in improving the face of thehotel but proper care has to be taken by the housemen in seeing that

the entrance is mopped throughout the day and the carpets are covered

and protected. Even these may have to be changed and cleaned

frequently during wet weather.

During the night the jobs to be carried out are vacuuming, shampooingcarpets, emptying and wiping out ashtrays and wastebaskets,

removing marks along the walls and windowpanes etc.

RESTAURENTS AND BARS.

Restaurants these days helps in a big way in building the reputation of the

hotel. They are kept immaculately clean, as they are places where left over

food particles if any may lead to infestation by insects and rodents.

The standard work procedure followed in restaurants and bars is:


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Changing of linen. Dusting. Vacuuming of carpets. Cleaning of chandeliers. Brassoing of brass articles. Flowers are changed daily.

The carpets are shampooed and the curtains changed on a regular basis.

CLEANING PROCEDURES

PROCEDURES FOR CLEANING A VACANT ROOM.

A vacant room is one, which was prepared the previous day, but it has

not been given out or used by the guest. Such a room does not require

through cleaning but a few simple steps such as those listed below

need to be followed.

Open out the curtains.

Turn off the bedside light. Remove the breakfast doorknob order card and replace it in the

writing table drawer.

Convert the night bed to a day bed, changing the linen as well.


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Change the drinking water. Dust the furniture and the surrounding. Clean the bathroom following the proper procedure. Check the room for any malfunctioning electrical fittings or

fixtures. If any, inform the concerned department.

If the room has been vacant for several days then the followingsteps must be followed along with the fore mentioned steps to

ensure the readiness of the room.

Wash the bathroom floor. Vacuum the carpets. Thoroughly clean the balcony.


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PROCEDURE OF CLEANING A DEPARTURE ROOM

After opening the room ventilate it by drawing the curtains andoperation the windows.

Remove the room service trolleys and trays, if any, and call roomservice to pick them up.

Remove all the soiled linen & place it in the linen bag, which isprovided for the chambermaid trolleys.

Remake the bed using the proper procedure. Thoroughly dust the room using a damp cloths to dust the

furniture.

Clean the bath room. Check for missing guest supplies & replace.


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Close all the windows & adjust the air-conditioning to standardtemperature.

Check if all the electrical fittings & equipment is working. In case of a fault, it should be entered on the section list & reported

to the floor supervisor. Any items missing should be reported.

Clean the ashtrays & the waste bins. Vacuum the carpet & the upholstery. Close the door & double check that it is locked. Then enter it on

the section list.

Close all the windows & adjust the air-conditioning to standardtemperature.

Check if all the electrical fittings & equipment is working. In caseof a fault, it should be entered on the section list & reported to the

floor supervisor.


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PROCEDURE OF CLEANING A STAY OVER ROOM

A stay over room has guest staying who are not due to leave on that

particular day, i.e. the room maintains occupied status. Cleaning such

a room will vary as the guest may or may not be present in the room.

One should never touch the guests belongings. Replenish the room

complementary & supplies. Arrange the guests shoes & slippers.

Hang the cloths in the wardrobes & also fold & place them in their

original position.

SPECIAL REQUEST BY THE GUESTS:

Stationery for businessmen. Bed board or change of pillows. Request for laundering or ironing of cloths. Extra linen items. Equipment for babies like a crib.


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Personalized service. Extra furniture like beds for which the guests are charged. Request for iron or hair dryers. Changing the floral displays.

PROCEDURE FOR CLEANING BATH ROOM DAILY

Empty & clean the sani-bins & ashtrays. Polish the mirror with proper cloths. Clean the glass shelves & replace the tumblers on them.

Clean the bathtub taking special care of the waste grid; overflowplugs, chains & taps.

Wipe the bath panels, tiles, shower filaments, shower curtains,towels rails, soap holder & the grip bar.


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Clean the toilet using the toilet brush & wipe the outside & insideof the seat with a disinfectant. Wipe the flush handles, pipes &

tiles.

Wash your hand & wash the washbasin paying special attention tothe waste grid overflow plugs & chain, taps, the underside of the

bowl, vanity unit, panels & mirrors.

Place the bath towels on the towel rack, face & hand towel on thevanity counter& the bath mat can either be laid out on the floor or

folded & kept on one side of the bathtub.

Wash the floor thoroughly taking care of the corners & the areabehind the door. Make sure that the floor is dry.

Leave the bathroom doors open & turn off the lights

.


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EVENING TURN DOWN SERVICE.

Turn down service is the evening service where the day bed is converted

to a night bed. Like the morning shift there is a briefing as well, which

tells the room attendant of the happenings, occupancy status etc.

In the evening service the following procedures are followed: -

The bed is converted to a night bed. The doorknob breakfast order card is placed on the bed.

The foot mat is placed below the bed along with a pair of slippers.

The curtains are drawn. The air conditioning is adjusted.

If any supplies are missing they are replaced.

The bedspread after being removed is kept in the drawer of theluggage rack.


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The TV cabinet is opened and the switches on the console arechecked.

Hereafter the work is done, the RA takes a last look at the room then

switches off all the lights except the bedside lamp and shuts the door.

Documents

Swissotel Training Report