Operational aspects of ITC Kakatiya, Hyderabad

CHAPTER 1
INTRODUCTION OF TOURISM AND
HOTEL INDUSTRY

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HOTEL INDUSTRY

The term hotel is of ancient origin but it is used to mean offering services for
travelers in very recent. The word inn has been use since about 14th century and it was not until
18th century, that Hotel became fashionable. A hotel is an Institution or a building in which are
provided lodging.

Definition of Hotel

Hotel is a place where a bonafied traveler gets shelter, food & and other facilities
for a pay, provided he is fit in a condition to be received by the hotel.
Basically hotel is a place Home away from Home, where it caters & also provides shelter &
various other facilities.

The Hotel Industry

The hotel industry is by nature and structure is international & is multidimensional and
world wide in its operation and versatile in its objectives of its earnings is almost indefinite. It
constitutes an important sector of tourist infrastructure of the economy. It can be individual
concern or an international business. It can employ family members of its own or can create
thousands of jobs. It can be a small or a multi million enterprise. It can be both labour intensive
and capital intensive activity. But the hotel can function in the smaller settings as effectively and

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efficiently as in wide ranging national and multi national operation. It has thus the flexibility of
adjustment to situations, which few other economic activities pose. Before entering into the
detail analysis it is here necessary to understand the nature of hotel industry and the
characteristics of its market.
The following features distinguish the hotel industry from other service industries:
1. Its products is intangible through the hotel plant creating the product is very tangible, the
products that sells in the market
Are largely intangible. It cannot be stored on a shelf, touched, tasted or tried on for size
or weight.

A hotel is a world within a world with its own peculiar movements and fashions. Thus the hotel
was wide range of business activities, which can be grouped into 4 functions.
1. Providing living accommodation.
2. Supplying food, drinks etc., for immediate consumption.

3. Having transportation, recreational & entertainment facilities.

4. Any other functions incidentally or ancillary to any of these activities.

A number of factors have acted together to produce a great demand for hotel products.
The main factors are: -
a. Increasing population
b. Rapid urbanization and growth of cities
c. Border parameter of tourism
d. Proliferation of economic transactions, interactions, and sports.

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THE TOURISM INDUSTRY

Tourism is the sum total of operation mainly of economic nature, which directly relates to
the entry and stay of foreigners, inside and outside of a certain country, city or region.

Tourism is a stay of one or more nights away from home for holidays, visits to friends or
relatives, business conferences or any other purposes. Except such as things as boarding
education or semi-permanent employment.

Tourism is a composite industry; it consists of various segments which can produce wide
range of products and services.

BASIC KEY POINTS

1. Tourism is the temporary movement of people.

2. It is a pleasure activity.
3. It is un-remunerative.
4. It is the totality of relationship.
5. It is multi segment composite industry.
TOURIST REFERS TO AN INDIVIDUAL

1. Traveling for pleasure and domestic reasons, health etc.

2. Traveling for convention.

3. Traveling for business purposes.
4. Arriving in the course of sea cruise.

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TOURISM AS AN INDUSTRY ?

We consider it an industry whose products are consumed on the sport

forming invisible exports. It is also a fragmented industry with high complexity due to the
price sensitive nature of demand and the intangible perish ability & inseparability or stay;
it is an industry with no clear boundaries or a hodge-podge of different component ports.
Thus the following points emerge.

1. Products Tangible or intangible serving certain human needs should be considered an

industrial product.

2. An amalgam of products characteristics their overall function & determining their place
in economic life should be considered as an industry.
3. Tourism envelopes various other industries and so we call it and multi segment industry
or a composite industry.

4. It is an industry whose products are consumed on the spot.

5. It is an industry with no clear boundaries.

6. In the Indian context the recognition of this sector as an industrial activity came on the
recommendation of national development counsel.

7. The declaration of this sector as an industry envisages a package of incentives and

support services to the sector.

8. The structure of the industry is a hodge-podge of different component parts.

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Role of Tourism

Tourism is one of the largest industry of the countries with fastest expansion in its range
and dimension. It is an industry with great employment potential. In fact, every 16 workers world
wide earns his or her owes job to tourism. It provides vast spectrum of employment from highly
trained managers to five star hotels to room boys, sales girls, handicraft, artisans and transport
workers. With it’s faster growth, new horizon of employment of are opened up for the
unemployed and the underemployed youth of the developing countries. The Airlines, Travel
Agencies, Courier Agents, Tour operators require thousands of them with the variety of skills.
There is also a high potential for self employment in the urban informal sector of developing
economies. In variety of ancillary activities like handicraft, horticulture. In a world in which
manufacturing commerce are becoming increasingly high-tech and dependence on automation,
tourism and developing countries depends predominantly on people.Being high labour intensive
and growing consistently tourism has a major new source of employment, particularly in the
developing countries of the world.
In developing countries tourism involves a wide range of activities and services. The two
most obvious ones are :-

a. Accommodation & Hospitality

b. Travel & Transportation
They are however other ancillary services having a direct bearing on tourism. Such as
handicraft & souvenir industries, leisure and entertainment services and the personal who deals
with tourist across the country with customs, immigration, airports,

airlines, railway stations, emporia banks and medical policies, communication, advertisement,
sports, agencies and many other organizations.

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CURRENT SCENARIO AND FUTURE PROSPECTS

It is said that “The best Indian Hotels are better than any where in the world. The worst, sadly,
are worst than anything the mind can imagine. And in between, there is very little”. This loop
sided development is the crux of Indian Hotel Industry long term problem.

Mega City like Mumbai, Delhi has a shortage of decent hotel room and existing hotel. It
is estimated that Delhihas 4858 rooms in 2000 in the five star category. With the new hotelering
projects this number may almost double to 9716 by the year 2007.
And as the Games are approaching it is expected in more increase in the number of the rooms.

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CHAPTER-2
Research design

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RESEARCH DESIGN

Purpose

1. To analyse the major operating department and how they are

related to one another.

2. To study the entire function of a particular department.

Objective

1. Define the procedure and systems followed for different departments.

2. Analysis the prepare, role and function of each department.

3. Study the general flow of works accomplished in the major

departments and this key sub units.

Methodology

1. Collection of primary data

The source of primary data is the personal

Experience and observation. All the information were collected

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during the industrial training at the Kakatiya.

2. Collection of secondary

Secondary data was collected from the personal contacts

with the staff of the hotel. Certain brochures were also required in

collecting the secondary data.

Scope

To get an insight into the hotel operation of 5-star hotel.

Limitation

The time in which the project was covered was adequate to give me

an insight on all the operational activities but certain administration

functions could not be studied.

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CHAPTER 3
PROFILE OF THE HYDERABAD

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Profile of Hyderabad

The city of smiles, of lights, of a thousand faces. Endearingly called the Pearl City, Hyderabad
offers a variety of tourist attractions ranging from Heritage monuments, Lakes and Parks,
Gardens and Resorts, Museums to delectable cuisine and a delightful shopping experience. Some
of the tourist attractions include...

Charminar:

The Charminar is as much the signature of Hyderabad as the Taj Mahal is of Agra or the Eiffel
Tower is of Paris. Mohammed Quli Qutb Shah, the founder of Hyderabad, built Charminar in
1591 at the centre of the original city layout. It was said to be built as a charm to ward off a
deadly epidemic raging at that time. Four graceful minarets soar to a height of 48.7m. above the
ground. Charminar has 45 prayer spaces and a mosque in it. Visitors can view the architectural
splendour inside the Charminar. The monument is illuminated in the evenings and a
pedestrianisation project around the monument is under implementation.
Golconda Fort

Golconda is one of the famous forts of India. The name originates from the Telugu words “Golla

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Konda” meaning “Shepherd’s Hill”. The origins of the fort can be traced back to the Yadava
dynasty of Deogiri and the Kakatiyas of Warangal. Golconda was originally a mud fort, which
passed to the Bahmani dynasty and later to the Qutb Shahis, who held it from 1518 to 1687 A.D.
The first three Qutb Shahi kings rebuilt Golconda, over a span of 62 years. The fort is famous for
its acoustics, palaces, ingenious water supply system and the famous Fateh Rahben gun, one of
the cannons used in the last siege of Golconda by Aurangzeb, to whom the fort ultimately fell.
Soun & Light Show at Golconda Fort The glorious past of Golconda Fort is narrated effectively
with matchless Sound and Light effects. The unique Sound & Light Show takes you right back in
time, when Golconda was full of life, glory and grandeur.

Qutb Shahi Tombs

The tombs of the legendary Qutb Shahi kings lie about a kilometre away from Banjara Darwaza
of the Golconda Fort. Planned and built by the Qutb Shahis themselves, these tombs are said to
be the oldest historical monuments in Hyderabad. They form a large group and stand on a raised
platform. The tombs are built in Persian, Pathan and Hindu architectural styles using grey
granite, with stucco ornamentation, the only one of its kind in the world where an entire dynasty
has been buried at one place.

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Mecca Masjid

A two hundred yards southwest of the Charminar is the Mecca Masjid, so named because the
bricks were brought from Mecca to build the central arch. The Qutb Shahis never finished the
building of the mosque, which was completed by Aurangzeb in 1694. Mecca Masjid is poetry in
stone, with a hall measuring 67m and soaring to a height of 54m. Fifteen graceful arches - five to
each of the three sides, support the roof. Towards the southern end of the mosque lie the marble
graves of members of the Asaf Jahi dynasty.

Legislative Assembly

Built in 1913, the building was originally the Hyderabad Town hall. The architecture is a
synthesis of Rajasthani and Persian styles, with an all white, aesthetic look. Located adjoining
the picturesque Public Gardens, a massive statue of Mahatma Gandhi in a sitting posture is
erected at the entrance park to the Assembly.

BirlaMandir

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This white marble temple of Lord Venkateshwara floats on the city skyline, on Kala Pahad. The
idol in the temple is a replica of the one at Tirupati.

Hussainsagar Lake

Excavated in 1562 A.D. by Hussain Shah Wali during the time of Ibrahim Quli Qutb Shah, the
lake has a promenade that is a busy thoroughfare today. Boating and water sports are a regular
feature in the Hussainsagar. One of the World’s tallest monolithic statues of the Buddha stands
on the ‘Rock of Gibraltar’, in the middle of the lake.

Added to all these, AP Tourism has additional boating facilities like speed boats, motor boats, 48
seater launch etc. Starlit dinner on-board and private parties also can be arranged on the Launch.

Historical background

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Hyderabad was founded less than 500 years ago, archaelogists have unearthed Iron Age sites
near the city that could date back to 500 BC.

Approximately, a 1000 years ago this region was ruled by Kakatiyas. Muhammad Quli Qutb
Shah, a ruler of the Qutb Shahi dynasty the ruling family of the Golconda, previously a feudatory
of Bahmani sultanate that declared independence in 1512, founded the city of Hyderabad on the
banks of the Musi River in 1591to relieve water shortage the dynasty had experienced at their old

headquarters at Golconda. He also ordered the construction of the Charminar, the iconic
monument of the city, in 1591, reportedly in gratitude to the Almighty for arresting the plague
epidemic before it did irreversible damage to his new city

Geography and climate

Hyderabad has an average elevation of about 500 metres above sea level (1640 ft). Most of the
area has a rocky terrain and some areas are hilly. Crops are commonly grown in the surrounding
paddy fields.

Hyderabad has a tropical wet and dry climate with hot summers from late February to early June,
the monsoon season from late June to early October and a pleasant winter from late October to
early February. In the evenings and mornings the climate is generally cooler because of the city's
good elevation. Hyderabad gets about 32 inches (about 810 mm) of rain every year, almost all of
it concentrated in the monsoon months

o
The highest temperature ever recorded was 45.5 C (113.9 F) on June 2, 1966 while the
lowest recorded temperature was 6.1o C (43 F) on January 8, 1946

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Demographics

The city's population in 2001 was 5.7 million and it has reached over 7 million by 2008 making it
one among the populous cities in India , while the population of the metropolitan area was
estimated above 9 million.

Though Telugu and Urdu are the principal languages spoken in the city. English has a strong
presence among the educated people. The city has a considerable Marathi and Sikh population.

The Telugu spoken here has assimilated many Urdu words into it. Similarly, Urdu spoken here is
also unique, with influences of Telugu and Marathi, giving rise to a dialect sometimes called
Hyderabadi Urdu or Deccani. The official language, Telugu, varies a little across the state but the
core language remains the same.

Majors businesses

Hyderabad is the financial and economic capital of the state of Andhra Pradesh. The city is the
largest contributor to the state's gross domestic product, state tax and excise revenues. The
workforce participation is about 29.55 percent. Starting in the 1990s, the economic pattern of the
city has changed from being a primarily service city to being one with a more diversified
spectrum, including trade, transport, commerce, storage, communication etc. Service industry is
the major contributor, with urban workforce constituting 90% of the total workforce

Hyderabad city is today known for its IT and IT-enabled services, pharmaceuticals and
entertainment industries. Many software firms, call centres, business process outsourcing (BPO)
firms, dealing with IT and other technological services were set up in the 1990s making it one of
the major regions for call centre setups, technology development and KPO hubs in India. The

development of a township with state-of-the-art facilities called HITEC City prompted several IT
and ITES companies to set up operations in the city. An aggressive promotion of growth in this
area has led civic boosters to call the city Cyberabad. Hyderabad is the third largest IT exporter
in India next to Chennai and Bangalore

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Transport

The Andhra Pradesh State Road Transport Corporation, which runs the world's largest fleet of
buses,connects Hyderabad with neighboring cities and states.

The Andhra Pradesh State Road Transport Corporation[14] runs a fleet of 19,000 buses, the
largest in the world. Hyderabad has the third largest bus station facility in Asia, with 72
platforms for 89 buses to load passengers at a time

Rail

MMTS at the Necklace Road Station

Hyderabad has a light rail transportation system cum suburban railway system known as the
MultiModal Transport System (MMTS) which offer connectivity between rail and road transport
for the facility of the commuters. MMTS provides connectivity to all major parts of the city, and
is a suitable alternative for those who want to avoid road traffic.

Culture

The City has evolved into a cosmopolitan society due to the heavy presence of the Information
technology Industry while maintaining ancient culture and traditions. Historically, Hyderabad
has been the city where distinct cultural and linguistic traditions of North India and South India
meet. Hyderabadis, as residents of the city are known, have developed a distinctive culture
which is a mixture of Hindu and Muslim traditions.

Women of all cultures and faiths in Hyderabad typically wear either the traditional Indian dress,
the sari, or, increasingly, the Salwar kameez especially among the younger population. The
traditional Hyderabadi garb for females are the Khara Dupatta and the Shalwar Qamis, and for
the males, it is the Sherwani. This is one of the more visible cultural attributes of Hyderabad.
One of Hyderabad's public carnivals is the annual immersion of Lord Ganesh idols after the 10
day Ganesh Chaturthi celebrations on Ananta Chaturdashi

Hyderabad is an important seat of learning in India. It is surrounded by hundreds of engineering

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colleges.The city is home to three central universities, two deemed universities, and six state
universities. Among them is the Osmania University, established in 1917, which is the seventh
oldest university in India and the third oldest in South India. Important institutions for technical
education such as International Institute of Information Technology, Jawaharlal Nehru
Technological University are located in this city. Acharya N.G. Ranga Agricultural University, a
well known educational institution in the field of Agriculture is located on the outskirts of the
city. Important medical institutions such as the Gandhi Medical College, Osmania Medical
College and several other private medical colleges such as Deccan College of Medical Sciences
are located in Hyderabad.Birla Institute of Technology and Science-(BITS Pilani) has established
its branch campus at Shamirpet. IIT has started off its temporary campus at Hyderabad. Fly-Tech
Aviation Academy and Rajiv Gandhi Aviation Academy are those amongst the best institutes in
the aviation field.

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Operational aspects of ITC Kakatiya, Hyderabad

CHAPTER 4
PROFILE OF THE HOTEL

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ITC KAKATIYA

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KAKATIYA DYNASTI

The Kakatiya dynasty was a South Indian dynasty that ruled parts of what is now Andhra Pradesh,
India from 1083 CE to 1323CE. The dynasty’s name comes either from its association with a town
known as kakatipura (since the kings bore the title “kakatipuravallabha”) or from their worship of a
goddess called kakati. Kakatiya kings were great patrons of art and architecture. The thousand-
pillared temple at Warangal is a fine specimen of architectural skills of the kakatiyas.

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ITC OVERVIEW
ITC Limited was incorporated in India on the 24 th august 1910 with the name “IMPERIAL
TOBACCO COMPANY INDIA LTD”. It has since on business traditionally in cigarettes &
tobacco and was associated with BRITISH AMERICAN TABACCO COMPANY
(BATCO).The British American Tobacco Company was founded in 1902 .The B.A.T industries
group is one of the U.K’s largest business enterprise. It is the world’s most international
cigarettes manufacturer and a leading provider of personal, finance &business services in the
U.K & North America With the steady Indianisation of capital, The Imperial Tobacco Company
changed its name in may 1970 to “INDIAN TABACCO COMPANY LIMITED”, signifying its
integration with the country .In march 1974 with the start of its diversifications activities, the
name was changed to its present name, ITC LIMITED, siginifying the beginning of an era of
unprecedented growth and enterprise. Today, ITC limited is one of the best, largest public
companies in India and has its division’s grouped Traditional and Non-Traditional business.
From cigarettes and tobacco, packing and printing.ITC limited diversified into hotels, pulp and
Paper, marketing &export of cottage sector products, ITCalso become a dedicated patron of arts
& music (Sangeet Research Academy) & sports (Classic Derby etc)

WELCOM GROUP OVERVIEW

Welcom group is the hotel division of ITC ltd. It came into beginning in 1974 with ITC’s entry
field hotelering with the opening of THE CHOLA in Chennai in 1975 welcom group’s 1st
owned property. The 2 more hotel THE MUGHAL in Agra in 1976 & THE MAURYA in
Delhi in 1977 followed in rapid succession .Firmly establishing welcome group as one of the
fastest growing group in INDIA .The division first name was welcome hotel & indoviles.
Indoviles which is combination an ideal Indian village and that of modern hotel providing all
essential amenities at lower price going a totally Indian experience. The welcome group name
emerges only in 1977. Welocm group went into the management operation & marketing hotel
hotels owned wholly by other entrepreneurs are jointly with ITC.

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Welcom group is completely new concept hotelier in India .The chain philosophy of individually
was set up by the 1st 3 hotels each of which took as its theme of famous dynasty from India’s past
(viz) THE CHOLAS, THE MUGHALS, THE MAURYAS with restructuring of the hotel
division of ITC in April 1994 ITC hotel ltd. Came into be subsidiary of the ITC group of
company. All hotels of welcom group chain now come under the banner of ITC hotel division.

PHYLOSOPHY:
 Guest experience
 Guest experience with profit
 Guest experience with profit, growth & Development

Welcom group mission

To be recognized as a premier Professional org. providing finest hospitality, tourism & travel
related consumer services in country & there by contributing towards the achievement of the
following national & corporate priorities.

Co-corporate:
Generated adequate economic surpluses to meet expectation of the shareholder.

NATIONAL:
Maximizing foreign earning, development of H.R employment generation.

Welcom Motto
A WOW AT EVERY MOVEMENT OF THRUTH

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Welcom slogan
“NOBODY GIVES YOU
INDIA LIKE WE DO”

WelcomEnviron is ITC-Welcomgroup's vision for a green world. It's a multi-faceted

programme started in order to propagate environmental causes in the cities where ITC-
Welcomgroup's hotels are located. With the guiding principle of 'Reduce, Reuse and Recycle',
each hotel has its own programme, encompassing local participation, creating awareness among
employees and internal conservation.

Cindrella: It is DHQ initiated program where a breakfast checklist has to be filled increase the
breakfast ‘wow’ the quality of food service ,service grooming, restaurant, cleaning condition,
music is checked every day & scoring is done the. The scoring sent to DHQ on daily basis from
all our hold

Snow white: it is DHQ initiated programmed where everyday whiteness of the linen is
checked with the help of reflectometers in order to increase the whiteness WOWS the whiteness
is checked for bedsheets, duvets, duvets-covers, pillows, towels, bath-mats cocktail napkins,
table cloth white uniforms are noted down on daily basis the scorings is sent to DHQ on daily
basis from all our hotels

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WHO IS WHO IN ITC KAKATIYA

CHAIRMAIN : Mr. YOGESH CHANDER

DEVESHWAR

General Manager : Mr. GEORGE VARGHESE

U.F.C : Mr. SANKAR

Front office Manage : Mr PETER PARKER

F & B Manager : Mr. PRASHANT CHADDA

U.S.M : Ms. AMITA AHUJA

Executive House Keeper : Ms. SUCHITRA NAIDU

Personal Manager : Mr. VIKAS SAXENA

Training Manager : Mr. JAYA KUMAR NAIR

Purchase Manager : Mr. R.V PRASAD

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Ex. Chef : Chef NAMBI ARURAN

CHIEF ENGINER : Mr. AJAY ACHARYA

L.P.O. : Mr. AVINASH

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Majors Departments

The four Major departments where we have been trained during the Training of 6 months

 Front office

 Food &Beverage Service

 Food &Beverage Production

 Accommodation Operation

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FRONT OFFICE

Front office is managed by Mr. PETER PARKER the executive front office manager. Front
office is the department who has the responsibility of selling the room and maintaining the
standard the standard of hotel. Here we have there duty manager who will work under the asst.
front office manager and they look after all the front office staff.

The duty of Front Office staff:-

 Take check-in and check-out.

 Exchange foreign currency

 Inform the room status to house keeping.

 Take wake-up call and give it to operation.

 Explain about the features of the hotel to the guest.

 Handel the situation if there any problem happens in the lobby area.

 Do up-selling how much it can possible.

 Make the reg -card ready for the group or crew check-ins.

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LOBBY

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The Room:-

We have 189 rooms in hotels. These are divided in some category.

 ITC One*

 The Towers*

 Executive Club*

 Luxury Suite

 Presidential Suite

*Double occupancy extra charge is taken.

Room Tariff
INR
Room Type
Single Double
ITC One* 30,000 31,500
The Towers* 22,000 23,500
Executive Club 16,500 18,000
Luxury Suite* 45,000
Presidential Suite* 70,000

Note:

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1. 5% Luxury Tax on Published FIT Tariff.

2. Rates are subject to change without notice.
3. Taxes and service charges applicable extra.
4. Above rates are valid until further advice.

*Inclusive of Buffet Breakfast & Club Hours.

Rates effective 1st September 2009

What I have learnt?

 Handling of the guest luggage while checks-in checks- out.

 Dealing with guest request.

 Escorting the guest.

 Handling of the left luggage.

 Shifting of room.

 Filling of “C” Form.

 Delivery of newspapers.

 Updating arrival & departure register

Food & Beverage Service

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DECCAAN PAVILION DUBLIN

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MARCOPOLO BAR KABABS & KURRIES

DAKSHIN

Food & Beverage Service

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MR.Prashant Chadda is the F & B manager the f & B service department is very important
since a guest may prefer to come to a place where the food is average but service is good. The f
& B service department is very important since all the in house guests are catered by the
department. F & B service satisfy are the one of main objective of the hotel industry of the hotel
industry of providing F & B to the guest. Hygienically prepared and properly presented food
items and satisfies guests.

The following outlets as follows

 Deccan Pavilion

 Kababs & Kurries

 Dakshin

 Room service

 Marco polo bar

 Dublin Irish pub

 Hyder mahal 1,2&3 (banquets halls)

 Board-rooms

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DECCANPAVILION

Coffee shop with a difference, serving mood cuisine for your every mood .round the clock from a
choice of buffet n ala’carte menu

Location: LOWER LOBBY LEVEL

Capacity: 145 PAX

Timing: 0700 to 2345 hrs

Breakfast buffet Timing: 07:00 to10:00 hrs

Lunch buffet Timing: 13:00 to 15:00 hrs

Dinner buffet Timing: 20:00 to 22:30 hrs

Midnight buffet Timing: 24:00 to 02:00 hr

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DECCAN PAVILION EQUIPMENTS

Since the requirements of the coffee shop are basically the same of the restaurant, but as tea and
coffee service is done 24 hours, the presence of a coffee machine becomes essential.

COFFEE MACHINE

Contained within this would be facilities for the provision of hot milk, hot water, and the various
type of coffee. It is a filter drip machine and used and operated in the service area.

The necessary storage space of all the small equipment such as cups, saucers, cutlery that is in
every day use and all the dry good held in stock including the miscellaneous items are stored in
the side station situated beside the coffee shop. The morning breakfast is served between 0700 to
1030 hrs and includes continental and Indian breakfast.

They consist of

 BREADS

 BREAD ROLLS

 CROSSIANTS

 BROICHE

 MUFFIS

 DANISH PASTRY

 CHEESE CROSSIANTS

 DOUGHNUTS

 CEREALS (RICE FLAKES, CORNFLAKES, WHEATFLAKES)

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 FRESH &CANNED JUICES

 COLD MILK

 HONEY

 DRY FRUITS

 HASH BROWN POTATOES

 GRILLED TOMATOES

 HAM, BACON, SAUSAGE

 FRESH TOAST

 BAKED BEANS

 IDLI

 DOSA(WITH CHUTNEY & SAMBAR)

 VADA

 UPMA

 CHOICE OF EGG AND FRESH FRUITS

 CURD

 FINALLY WIYH TEA OR COFFEE

THE BREAKFAST COVER CONSIST OF

 A P KNIFE

 A P SPOON

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 A P FORK

 QUARTER PLATE AND KNIFE

 BUTTER DISH

 TEA CUP AND SAUCER WITH A TEA SPOON

 SUGAR POT

 CRUET SET

 JAM, MARMALADE POTS

 SERVIETTE

Kababs & kurries

The lates branded offering, it has in its

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harmory not only the clay owens of Peshwari, the iron tandoor of Hyderabad, the exotic and slow
simmered curry preparation of the Dumpukht and the largest offering from the open spit charcoal
grilled kebabs, but also the selective offering from its years of research and development. The
experience in this Indian Restaurant is not only an eclectic journey through clay ovens, grills and
simmering pots of delectable kurries, but also an exploration of the senses of the palate and the
delights of the eye which urges you to come again and again.

RESTAURANT: Open for lunch & dinner

CUISINE: NORTH WEST FRONTIER

Location: Lobby Level

Timing: 12:45 to 14:45 hrs & 19:00 to 23:45

Covers: 96 pax

Fast moving dishes: Dal peshawri, Naan Bukhara, KAKURI

It is a live kitchen where different types of kababs are made with the different style of cooking.
And different types of karris (gravy items) are made in the guidance of master chef.

DAKSHIN

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Experience the wealth and variety of South Indian cuisine in the Dakshin… from the Deccan
heartland to the palm fringed coast. A culinary voyage that takes you from Hyderabad (Andhra
Pradesh) to Goa and ends on the Malabar Coast.

RESTAURANT OPEN FOR LUNCH AND DINNER

Location: Lobby level

Capacity: 64 pax

Timings: 1245 to 1445 hrs & 1900 to 2345hrs

CUISINE: SOUTH INDIAN HERITAGE

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Dakshin offers the rare pleasure of ethnic, coastal & regional cuisines from the southern states of
India, all under one roof ,for the 1st time in Mumbai ,in a traditional ambience from non-
vegetarian delights created in the kitchen of chettinad ,nellore ,Mangalore & Kerala to vegetarian
delicacy fro mysore & Tanjore , served in true southern style in urli’s and adduku’s.

RANI RUDRAMBA’S COURT

An exclusive tea lounge serves high tea with an assortment of mouth-watering snacks and
delectable desserts. Accompanied by a selection of exotic teas and coffee blends. Tea pavilion

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situated at lobby where u order for juices, tea, coffee, cigarettes, while u wait to meet the in
house guest .even small business meets can also be done in rani rudramba court

DUBLIN –THE WELCOM PUB

A scintillating range of cocktails and mock tails, along with variety of vegetable and non-
vegetable snacks offered. You will go groove on the ambience i.e. the Irish style and the live
band will take away all your tension of the hectic day

Location: Lower lobby level

Timing: 24hours

MARCOPOLO BAR

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Location: Lobby level

Timing: 11:00 to 24:00 hrs

Covers: 30pax

A permit room to refresh your sprits and discover a zest for life. A fitting tribute to the
spirits of Marco polo, a greatest adventurer to visit India. Marco polo is named after the 13th
century traveler Marco polo. Offers u all kinds of spirits and wines with bar counter of 6 covers.
It also offers you coffee made out from specially imported from Italy. It does also take orders for
EC lounge and board room

ROOM SERVICE

Timing: 24 hours

ORGANISATIONAL STRUCTURE OF THE ROOM SERVICE

ROOM SERVICE

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The service implies service of food and beverage in guest room. Small orders are served in trays.
Major meals are taken to the room on trolleys. Floor service staff must have considerable
experience as they have to deal with the service of all types of meals. The floor service staff
work on a break shift systems, as the service has to be provided 24 hours a day.

 The guest places his order with the room service order taker.

 The waiter receives the order and transmits the same to the appropriate kitchen.

 The order is taken in room service KOT pad that consists of 4 copies.

 In the meanwhile the waiter prepares his tray or trolley.

 The waiter then collects his order, does captain check the tray or trolley.

 Before leaving the waiter collects the cheque prepared by the cashier and takes it
along with the food order for the guest signature or direct payment. All cheques once signed by
the guest should be passed immediately to reception, so that they may be charged to his/her
account.

PRE SERVICE PREPRATION

 Checking and refilling of cruets and other accompaniments.

 Laying up of breakfast trays.

 Chaining of linen.

 Laying up of trolleys.

 Cleaning and polishing of service equipments.

LAYING UP OF TRAY’S TROLLIES

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 The laying up of a breakfast tray involved the same procedure, with a few expectations,
as when laying up a table.

 The beverage, toast and first course, together with the preserves and other
accompaniments that may be required according to the order given will normally been
prepared by the waiter. The main course is sent preplated from the

Kitchen. Before taking the tray to the room it is important to check that nothing is
missing and that hot food is piping hot and cold.

 The positioning of items on the tray is all important. The items should be placed so that
everything may be easily reached and to hand for the guest. Any bottled items required on
the tray should be laid flat to avoid accidents when carrying the tray.

 If there are two or more people taking the breakfast in the room, it may be necessary to
lay up a trolley. After an hour or so, the waiter should return to the room, knock and wait
for reply, enter and ask if it is convenient to clear the breakfast tray.

BANQUET

ORGANISATION STRUCTURE OF BANQUETS

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BANQUET HALLS

PRE- FUNCTION AREA

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The way to enter to hydermahal offer you a grand space to welcome your heartful guest the place
from where u lead them for the grand occasions, with an area of 1673.82sqft with room size of
102x16.5ft

HYDERMAHAL

The largest of all the halls, Hydermahal has played host to a variety of occasions, celebrations
and conferences, this hall can be partitioned into three smaller halls. Ideal for functions for above
500 persons in theater with breakaway sessions this hall is equipped with state of art. Excellent
conferencing facilities and a wide selection of cuisine both Indian and international compliment
the warm elegant décor. It’s a perfect blend of convince and comfort that makes conference,
exhibitions and receptions truly successful.

HYDERMAHAL -I

The hall offers you a an area of 1316sqft with a room size of 47x28ftand can accommodate up to
80 person in theater style The compact, neat hall is an experience in quiet elegance. Hydermahal

-I offer l you an expansive space n ambience for organizing functions and conference. Away
from the hustle and bustle of crowd, it offers a private and secluded place for exclusive business
meetings, conferences and get together of a personalnature.

HYDERMAHAL- II

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A more intimate setting, Hydermahal –II l is perfect for smaller gatherings. A companion to the
hydermahal-I l it is ideal for small conferences. Along with the hydermahal it has the added
advantages of being secluded from the rest of the halls and perfect for exclusive business
meetings, conferences and get together. With area of 2162 and room size of 47x46 offer 150
people in theatre style

HYDERMAHAL – III

The 3rd part of hydermahal offering great ambience and space for mini gatherings with an area of
1316 sqft and room size of47x28ft same to hydermahal –I accommodate around 80 preson in
theatre style

BOARD ROOM & CABINET

Got up with business and no place to go ….don’t worry kakatiya offers two well equipped
meeting room for a perfect business

Ambience with an area of 634.50sqft and room size of 27x8 along with a fixed oval table (18
pax) for board room and area of 744.19sqft with room size of 32.6x19.7ft with 12pax fixed table

SEATING ARRANGEMENTS

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THEATRE STYLE

When the participation of the audience is minimal and the emphasis is on listening to speakers
from a podium or a stage, the theatre style arrangement is an ideal one. The row of chairs is
divided by one or two aisles as required for lectures, audiovisual presentations, fashion shows,
club meetings and general meetings with head table.

CLASSROOM STYLE

When the participants require table for writing purposes, this arrangement is the most
appropriate. It provides a reserved space for each participant, place cards at each desk along with
ashtrays, stationery and microphones. Hence for sales meetings, press conferences or any
meeting that involves audience participation, the classroom style is the answer.

SITDOWN SILVER SERVICE

When the occasion demands a small formal, banquet requiring protocol, there’s nothing like the
magnificent service. It includes a 3 or 4 course meal in attendance for corporate heads, V.I.P. s
and the most prestigious of gatherings.

SITDOWN BUFFETS

When the evening involves cocktails, during which guest have been standing, followed by the
dinner, this arrangement is convenient and friendly. If you like, you can also group people the
way you want to, by placing name cards at each place on the table. So, if it’s a company meting
cum dinner, staff get-together, private party or a semi-formal function, make your evening
memorable with a sit-down buffet.

CASUAL SEATING

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When you want your guest to mingle freely, a casual buffet creates an informal atmosphere. Be it
a cocktail party or wedding reception or a press function or even business gets together.

SPECIAL ARRANGEMENTS

In addition to the above provides some special arrangements devised for specific needs.

Banquet style seating for seminars, conferences, receptions and marriages you may
however have some of your own specific requirements. Do let us know, we would
be glad to work out the details and delight with our versatility.
What I have learnt?

 Taking care of back area of the restaurant.

 All day setup.

 Cover setup of the restaurant

 Helping in the clearances.

 Serving tea and coffee to the guest.

 Buffet setup.

 Store pick up.

 Round table and board room set up.

 Tray clearance.

Food & Beverage Production

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The food production is taken care by the executive chef. Mr. NAMBI ARURAN. He have a bit
more responsibilities because, kitchen is a vast department and more then that the employees in
the kitchen is more and he have take care of all of them and more then that controlling of food
coast and menu planning and under him there are many chefs working . The entire kitchen is at
one place, which will help the chef to keep eye on them.
Gardemanger/Pantry:-

The gardemanger or the cold kitchen is responsible to all the outlets when it comes to
providing cold food. The cold kitchen is continuous to the butchery or meat fabrication
department, most of the items coming from the gardmanger like salads, sauces, canapés,etc. the
food that is prepared here and distributes to the banquets and coffee shop.
Bakery:-

This department of the kitchen forms an department separate unit of its own. This area
dispenses bakery products like bread, patties, pastries, cake, pudding, chocolate etc to the
different parts of the hotel starting from the breads in the breakfast to the last course of a meal.

Indian kitchen:-

Indian kitchen mainly consists of 4 parts.

 Halwai section

 Tandoor section

 Banquet kitchen

 Restaurant kitchen

 In the halwai kitchen chef made all types of sweets.

 In the tandoor kitchen chef made all type of Indian bread.

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 Banquet kitchen made all type of Indian dishes for the banquet party.

 In the restaurant kitchen is the busy department. In this kitchen chef made food for the
restaurant and room service, for coffee shop also.

Chinese kitchen:-

In the kitchen chef makes Chinese food for the restaurant, room service and coffee shop.
Chef makes all type Chinese soup, Manchurian, and different fried rice.

Dakshin:-

The chef of Dakshin offers the rare pleasure of ethnic, coastal & regional cuisines from the
southern states of India ,all under one roof ,for the 1st time in Mumbai ,in a traditional ambience
from non- vegetarian delights created in the kitchen of chettinad ,nellore ,Mangalore & Kerala to
vegetarian delicacy fro mysore & Tanjore , served in true southern style in urli’s and adduku’s

Kababs &Kurries:-

It is a live kitchen where different types of kababs are made with the different style of
cooking. And different types of karris (gravy items) are made in the guidance of master chef.

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What I have learnt?

 Serving ice cream on live counter with their accompaniment.

 Peeling of vegetables.

 Chopping of vegetables.

 Finishing the cake.

 Making juice in live counter.

 Make ready of Mise-en-place.

 Display setup in coffee shop (Bakery).

Cutting of fruits.

Vegetable carving.

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House Keeping

In this hotel there are 189 rooms and different category present. This department specially makes
the guest feel home away from home. In this department will be a briefing in between the shifts
so that the manager or supervisors say about the brand standard which has to be followed.
We have mini-bar, colour television with satellite programmed, channel music direct dial
telephone, hair dryer, data port facility, Wi-Fi access is available thought the hotel, 24 hour room
service and tea/coffee maker complimentary use of stem, Jacuzzi and gymnasium at the fitness
center for guests in executive rooms. In the Deluxe suite rooms 2 types of business papers,
cookies and a large fruit baskets complimentary for the guest.

Number of floors: 5

Number of rooms: 189

The status of rooms may be

O: Occupied

V: Vacated

NC: Not Cleared

House Keeping

In house keeping provides two type of service

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1. Morning service.

2. Evening service (or) Turn down service.

 The morning service is provides in morning at 7 am.

 The morning people are service the morning service.

 And the evening service is provides at 6 pm. The nights sift people done this service.

 Every time house man changes the linen if it is soiled.

 And the house man must thoroughly cleanup is done in bathroom, their will be no
stains.

TYPES OF ROOMS

ITC ONE ROOM (MINI SUIT

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NIZAM SUIT

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ITC One The 626sq ft. ITC One rooms are a treat for the eyes and
music to the soul. A perfect tribute to the visionaries at the pinnacle
of power. The grandeur of space, tastefully furnished, with an air of
quiet understated elegance. Sit in the comfort of the air pressure
chair, with a hand held body massager watch your particular choice
of movies, or relive nostalgia on a professional quality personal
music system.

Kakatiya Towers Magnificent décor, spectacular setting,

impeccable service & the latest in modern conveniences & amenities.
The rooms with their oak wooden flooring, colors of mauve, recessed
doors & a four fixture bathroom are a new addition to our existing
bouquet.

The Towers The Towers is a perfect blend of luxury, design and

functionality. Furnishings with elegant hues of light purple, green
and yellow, a plasma TV and with an enhanced service design, the
room is the preferred choice of the crème de la crème. An exclusive
check in area, complimentary boardroom usage for 2 hrs. Per stay
and a welcome drink upon arrival awaits you.

Executive Club The Executive Club rooms are luxurious with a

comfortable sitting area and a large writing table. With a size of 340
sq. ft., the room is well designed to suit the requirements of the
frequent business traveler.

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Eva floor

Eva floor rooms available in hotel our hotel on 14 th floor north wing (1532-1541) which are
exclusively made for single lady traveler. The special feature of this floor has extra security
measure such as door at entrance of corridors which opens with the room key of the particular
room key available in wing, video phone in the room where the guest can see who is standing out
side of the door. The special lady attender is available for placing amenities and lady magazine in
the room

House Keeping

GUEST ROOMS AMENITIES AND FURNITURE

 Wardrobe

 Sitting chair

 Table

 Coffee table

 Upholstery

 Television

 Table lamp

 Telephone

 Central A.C

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GUEST ROOM SUPPLIES

 Laundry bag

 Shoe shiner

 Bottle opener

 Mini bar folder

 Glass cover

 Glass coaster

 Mineral water bottle

 DND Card

 Make my room card

 Ashtray & Match box

 Sewing kit

 Room service directory

BATH ROOM SUPPLIES

 Shampoo

 Bathrobe

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 Talk

 Moisturizer

 Soap

 Shower cap

 Tissue paper

 Toilet roll

 W.C. Band

 Bathrobe card

 Toothpaste

 Toothbrush

 Shaving cream

 Razor

 Comb

 Ear buds

 Gargle glass

What I have learnt?

 Bed making in morning and I given evening service.

 Cleaning Windows and Door

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 Pantry set up and cleaning of room and evening service.

 Cleaning of public area like lobby, outlet

 Cleaning of check out vacant and OCC room.

 Cleaning of Tel-phone and Mirror.

 Done under bed vacuuming.

 Vacuuming all the OCC room and throw cleaning in the leady guest room.

 Helping the house man in cleaning procedure in check-out room.

 Thorough cleaning in the OOO rooms.

Extra facilities available

Business Centre:-
Business Centre has two board rooms, private offices with secretarial service, photocopying,
courier service as well as internet connectivity, lap-tops, portable printers. Arrangement can also
be done for conference and photographers.
And the other normal services are as follows

 Swimming Pool

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 Fitness Centre

 Car Rental

 Limousine service

 Currency Exchange

 Safe Deposit Lockers

 Doctor on call

 Wi-Fi Internet in all rooms and public area of the hotel.

Built in 1995 This beautiful hotel is located in the heart of Hyderabad .offering very best in
corporate hospitality to its customer the legendary spirit of the KAKATIYA dynasty it is
arguably the five star hotel in the city with a wide choice of rooms for the travelers.

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FACTS AT A GLACE

Architect: Mr.Rajender Kumar & associates, Delhi

Interior design of lobby: by

Frencherca ban of kichmond Ltd

Interior bar: By kichomond Ltd, London.

Interior tea lounge: By Richmond Ltd,London.

Interior design of banquet halls: By fab interior,delhi

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Interior shopping arcade: by Richmond

Ltd,London.
Interior suites: by fab interiors,delhi.

PRODUCT PROFILE

Rooms Nos
Executive club 66
Towers rooms 100
Itc one 21
Presidential suite 1
Luxuary suite 1
Srinivasa suite 1
Total 190

SINGLE LADY ROOMS [EVA WING]

1532-1541

NON SMOKING ROOMS

ENTIRE 12TH AND 15TH FLOOR

INFRASTRUCTURE

Area of plot: 3.6 acres

Recreation ground: 3,000sq.ft
Total built up area: 2, 10,000sq.ft
Hear-of-the-house: 10,585sq.ft

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F&B area

Outlet Area in sq.ft

Deccan pavilion 2855
K&k 2700
Dakshin 1960
Marco polo Bar 1479
Dublin 2300

Benchmarks of Quality

WELCOM SLUMBER

• Soft , highly effective eye masks that will convince your tired eyes to relax
• Ear plugs that gently protect the guests sleep
• Stress reliever & sound sleep roll ons
• Glass of milk
• Two wake up calls so that you do not worry about oversleeping
• Welcomassistance to see you to every comfort

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WELCOM LAB

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In house Microbiological Laboratory

CHAPTER 5
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DETAIL OF OPERATIONAL
DEPARTMENT TRAINED IN

INTRODUCTION:-
Front Office Department of the hotel is the Department responsible for carrying our all the front
of the house function and it serves as a liaison between management and guests. Regardless of
the hotel is constructed or organized, the front office is always an essential focal point. The
primary and the most important function of the front office is to sell the rooms to guests, which
is done by the front desk, which is located in the lobby area.

Since the sale of the rooms form a major part of hotels revenue, this function of front
desk is first (check-in) and last (check-out) meeting place between the management and the
guest during his stay in the hotel.

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The Front Office is also responsible for accepting reservations, handling check-in and
check-outs, walk-in and completing the registration procedure. The front office also provides a
range of information to the guests on hotel services as it is centrally located.

FRONT OFFICE :-

The Front Office is responsible for accepting reservation, handling (check in and
check out), walk-ins and completing the registration procedure. The Front Office also provides a
range of information to the guests on the services and amenities offered by the hotel as it is
centrally located. It also handles all guest complaints promptly and effectively and maintains all
guest keys through a key rack. The monitoring of guest account is done in the front office and is
latter checked by the accounts departments during the guest’s check-out from the hotel. The
Department also maintains the guest ‘History File’ based on the information from the
registration and previous visit details.

LOBBY

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Lobby at the KAKATIYA is ideally located about 20 meters away from the main gate.
The RECEPTION COUNTER is located to the left of the main entrance. Opposite to the front
desk is the Lobby’s Manager’s Desk. The front Office cash counter is adjoining to the
Reception. The Bell Desk is to the left side of the lobby.

SUB-DEPARTMENTS

The front office is the nerve center of the hotel. The Front Office at the KAKATIYA consists of
various sub-departments.
These sub-departments are as follows: -
1. RESERVATION

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2. RECEPTION
3. FRONT DESK
4. CLUB PRESIDENT
5. CONCIERGE
6. CASHIER
7. BELL DESK
8. BUSINESS CENTRE
9. TELEPHONES
10. TRAVEL DESK

RESERVATION

The main function of the reservation is to receive and process of booking and blocking of
rooms in advance for prospective guest. The reservation section is concerned to be the nerve
center of the front office where all requests for reservation are received and processed. The
Reservation section at the Model hotel is located in the back office.

Other areas like Beauty, Parlour, Travel Agency, Health Club and swimming pool.

Request for reservation may come by various modes like: -

a. Telephone
b. Telex
c. Fax
d. Telegrams
e. Letters
f. In person

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Sources of Reservation
The sources from which requests for reservation come are like: -
a. Travel Agents - local and foreign
b. Free individuals
c. Airlines
d. Commercial House
e. Airport representatives
f. Headquarters and regional marketing Office
g. Internet

The Process of Reservation

When the request for the reservation is revived by any of the guest modes or sources, the
details of the guest is taken down in the Reservation Form. The details taken down are name of
the caller use name, company, residential address, date of arrival and departure, type of room,
number of nights, flight details etc. These reservations are then fed into the computers. While
feeding the details guest history is checked to know whether the guest is a regular visitor to the
hotel. When all the details the guest history is checked to know whether the guest is a regular
visitor to the hotel. When all the details are fed in, the reservation forms are filed into the
‘corresponding files’ of the respective date or month. After this the reservation for the next days
are filed up in follow up file alphabetically and handed over to the reception as a supplementary
record.

Group reservation are handled very carefully with due consultation with the Front Office
Manager and Lobby Manager. The reservation section also handles amending reservations,
canceling reservations, up gradation of guest rooms etc. Hence, we can say that the reservation
plays an important role in the selling of the rooms and thus is rightly termed as the ‘backbone’ of
the front office.
Files and Registers

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Various files and registers maintained by the reservation section are:

KAKATIYA Booking file
No Show file
KAKATIYA net file
Cancellation file
Correspondence file
C.V.G.R. file
The reservation section is managed by the reservation supervisors and their assistants.

HIERARCHY OF FRONT OFFICE

Front Office Manager

Asst.Front Office Manager

Lobby Manager

Guest Relations Executive

Front Office Supervisor

Front Office Assistants

RECEPTION

Reception can be defined as the place where the guest registers himself. It is the place of
first and land meeting between the guest and the management of the hotel. The reception at the
hotel is sub-divided into 3 sections. They are :

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a. Front Office
b. Concierge desk
c. Club President
Front Desk

The Front desk is situated at the main lobby. The first contact between the guest and
management takes place here. The guest on arrival is given a registration card which has details
such as name, company, address, nationality, arrival and departure schedule which the guest has
to fill in, in case he is a walk in guest i.e., without a confirmed reservation.
If the guest has a confirmed reservation, all the registration formalities are taken care by
the front office assistant so that the guest can be checked-in as fast as possible. In case the guest
is a foreigner his passport details are taken. The settlement can either be done through cash or
normally a credit card is used, for which the credit card number is taken down in the registration
card.
The other formalities that the front office performs are as follows:-

Handling outside calls of guests and connects it to the guest rooms.

Taking down guest messages in case the guest is not in room.
Handling guest complaints.
Handling the room change.
Maintaining all files and registers.

Files and Registers at Front Office

Package plan
Guest type analysis
Night manager’s report
Check-in and check-out report
Registered guest list
Guest history card

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Night clerks report

Arrival and departure register
Wake-up call register

Club President Desk

An entire floor of exclusive business class accommodation dedicated to the businessman. Club
President guests are offered special privilege like separate privileges like separate check-in and
check-out, exclusive business center services and enhanced room comforts.

Special Privileges are as follows:

• Complementary breakfast
• International newspapers and journals
• Daily replenishment of fruits and cookies
• Complimentary cocktail hour every evening
• Extended stay and express check-outs
• Complimentary use of the gym
• Free pressing facility of one set
• Bathrobe and bathroom slippers
• Weighing scales
• In room fax machines
• Internet connection available on request
• Minibar
• In room safe

This Club President Desk is handled by the Senior Front Office Assistant who is very
much experience.

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FRONT OFFICE CASHIER

The front office cashier plays a very important role in the whole hotel. It is the last point
of contact of the guest where he settles his bill either by cash by a credit card. This is the only
section of the front office which has easy access to all the hotel.
The duty performed by the cashier at Le Meridien are as follows:

• They posts all the guest charges and credit into their respective folios.
• They settles all guest bills upon departure.
• They does the guest check-out
• They encash foreign exchange as per regulations
• They controls safety deposit lockers
Receives all the cheques and other guest consumption from various other departments.

While settling the bills the best and easiest transaction is cash settlement. In case
the bills are billed to the company, the letter saying so much be presented to the cashier. In case
of credit cards, the imprint of the credit card is taken with the signature of the guest. The card is
also passed through the ‘express data capture (EDC), which shows whether the card is use able.
The guest is made to sign on the master folio.

Hierarchy

Cash Supervisor

Night Auditor

Cash Assistants

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BELL DESK

The bell desk is another important section of the front office. It is located in the lobby
area just beside to the front office desk. The bell desk is under the control of the Senior Bell
Captain and is manned by bell bots who are responsible for the movement of the guest luggage to
and from the room at the time of arrival and departure respectively. The bell desk is also
responsible for handling over newspapers, couriers, mails, messages, etc.
Bell desk is also responsible for the following: -
- Scanty Baggage
- Left Luggage
- FRRO (Foreign Regional Registration Office) Registration

Hierarchy

Sr.Bell Captain

Bell Captain

Bell Boys

BUSINESS CENTRE

The Business Centre is located on the lobby level. It is equipped with state of art facilities
to meet all guest needs. A small part of the revenue is earned through the business center after
the sale of rooms.

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The Business Center is open to all the guests and outsiders as well it plays an important
role in sending and receiving of fax messages, Photocopy, inkjet printing, typing etc.

The Office and Secretarial service offered are:

• Electronic Typing
• Laser Printing
• Typing of statements
• Photo copying
• Lamination
• Secretarial service
• Spiral binding
• Fax/Telex

TELEPHONE

The telephone department plays a very important role in the hotel. Every hotel regardless
of its size and situation has a telephone board or exchange. The department works round the
clock. The Department plays a very momentous role from the hotel point of view. Any caller
calling up the hotel has to go through the telephone operator manning the telephone department.
Therefore the operator must be courteous, knowledgeable and studious in work.

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Other than answering telephone calls the job of the telephone operator is to connect calls
like local, STD, ISD for the guests, giving wake-up-calls, keep a check on the functioning of
guest phones and handle paging for the guests and for the staff.

Records and Equipment

- EPABX Board
- Computers
- Telephones
- Trunk call book
- Complaint register
- Wake-up-call sheet
- Local call sales sheet

OTHER DEPARTMENTS

Travel Desk
The Travel Desk at the Kakatiya is located on the left side of the entrance. It has the
facilities of booking, cancellation, reconfirmation of all domestic and international airline tickets.
Taxi Counter also forms a part of the travel desk. It helps in arranging for the guests on request.

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The Health Club

The health club at the hotel has latest fitness equipments available in the market and is
rates as the best in the city. The facility includes an eight station multi-gym, fully computerized
treadmill and peddler, exer-cycles with speed and pressure monitors and free weights, to name a
few. The steam and sauna with large roomy seating and Jacuzzi are ideal for luxurious
relaxation. A masseur and masseuse are also there rejuvenate you with their oil massage.

Timings :
Ladies Week Days Week Ends12:30 pm to 03:30 pm 03:30 pm to 05:00 pm Men Week Days
Week Ends07:00 am to 12:00 pm 07:00 am to 02:00 pm 05:00 pm to 10:00 pm

Swimming Pool

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This is an ancillary department of front office but is maintained by the House Keeping
Department. It is a oval shaped pool of 15 Feet depth and 25 mtrs. in length and a baby pool next
to the main pool of 2 ft. depth. The use of the pool is free to all in house guests and members,
where as others have to pay for the facility.

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FOOD & BEVERAGE SERVICE DEPARTMENT

Every Hotel or establishment irrespective of it size volume and occupancy levels has two
major revenue generating tools.

- Rooms
- Restaurants

Of these the restaurants and various service outlets account for 25 to 40% of the total
revenue, through the sale of food and beverages. Thus the food and beverages service department
plays a very vital role in bringing money into the establishment.

Food and Beverage Outlets at KAKATIYA

Food and beverage outlets at KAKATIYA include :-
a) Deccan pavilion
b) Kebab & Kurries
c) Marcopollo
d) Dublin
e) Dakshin
f) Hydermahal
g) Rani Rudramba court
Deccan Pavillion is the 24 hours coffee shop at KAKATIYA. Deccan pavillion
has an Hawaiian ambience.It is situated nearby swimming pool.

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Deccan Pavilion:-

The restaurant is located near the pool side. It is a 145 cover and 24 hour coffee shop with
specialty in serving multi-cuisine dishes. The décor and furnishing are of pleasing cream colour.
The chairs are bamboo made with velvet upholstery and are comfortable to sit. The coffee shop
serves the breakfast, lunch and dinner on an a la carte basis. It has the largest widespread buffet
in Hyderabad.
The breakfast is served from 07:00 am to 10:30 am the breakfast at the coffee shop can be
divided into three sections.
- American Breakfast
- Indian Breakfast
- Continental Breakfast

Table set up for Breakfast

The cutlery and crockery which are used for table set up for the breakfast are :-
1. Side plate with side knife
2. tea/coffee cup with saucer.

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3. One fork (left) and a knife (right)

4. Bud vase and cruet set.
5. Jam dish.
6. Ash tray.

Table setup for lunch/dinner

1. B & B plate at the left side
2. One fork (left) and one dessert spoon and knife (right)
3. Bud vase and cruet set.
4. Napkin.
5. Water goblet.
6. Ash tray.
A la Carte:-
The coffee shop serves a wide variety of a la carte cuisines as follows: -
Any timers - Soups, sandwiches, desserts, beverages etc.
All time favorites - Salads, Burgers.
The British tradition - Soups, starters, main course, deserts.
The Italian connection - Pastas, Pizza.
Dakshin - Non Vegetarians and vegetarian sacks.

Hierarchy:-

Restaurant Manager

Assistant Matre D’Hotel

Captains

Stewards

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Shift Timings

- First shift : 07:00 am to 04:00 pm

- Second shift : 01:00 pm to 10:00 pm

- Night shift : 10:00 pm to 07:00 am

Room Service

The functions of both room service and butler service is the same i.e. to provide food and
beverage to the guest in the room. The service for guest range from breakfast, snacks, hot and
soft beverages to dinner and lunch in the room. Even parties are arranged in the room, the room
service takes care of the guest’s needs.
The standard procedure followed for any order is the same. On receiving the order, the
tray is set depending upon the nature of the order and the food is picked up from the respective
kitchen. The tray is finally checked by the head butler, captain or the Maitre D’ hotel and then
sent to the rooms. The room service has appointed separate persons for taking down the order
takers. This job requires good selling skills in order to upsell the food and beverage items. This is
done by recommending to the guests to try something new or special while taking the order.
Kakatiya has appointed with a female order taker where as the head butler takes order for
the Club President.
Since the room service has its own bar, they control the minibar.

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Banquets

Kakatiya, Hydrabad provides exclusive conferencing and banqueting facilities with over 3 halls

- Hydermahal 1
- Hydermahal 2
- Hydermahal 3

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Accommodating 50 to over 1500 guests. Be it celebrations or conferences the exotic spread of

culinary delicacies offered to suit each occasion makes the difference at Kakatiya, Hydrabad.

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HOUSE KEEPING DEPARTMENT

INTRODUCTION
House keeping Department is biggest Department of Hotel. Housekeeping means “Everything
has a place and every thing is in place”.
The role of housekeeping is to keep a clean, comfortable and safe house. It is an
extension of basic home keeping multiplied into commercial proportions. So the housekeeping

department takes pride in keeping a hotel clean and comfortable, so as to create a ‘home away
from home’.
The concept of house is simplistic but when one considers maintaining a ‘house‘ of
several rooms and public area, the task becomes gigantic. It takes a well organized approach and
technical understanding to enable the department to cope with the volume of work.

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A hotel survives on the sale of the rooms, food and beverage and other minor operating
services. Of these, the sale of rooms and constitutes a minimum of 50% of the hotel revenue.
The room sale is dependant on, apart from several other things, the quality of the room
décor, the room facilities, cleanliness of the room and how safe it is. The personal effort the
housekeeping department makes in giving a guest a desirable room has a direct bearing on the
guest’s experience in a hotel.

HOUSE KEEPING :-
The housekeeping department which is responsible for the upkeep and cleanliness of the
hotel can be divided into various sub departments. These sub-departments are :-

1. Floors
2. Public area
3. Guest satisfaction Facilities
4. Linen Room
5. Laundry
6. Florist
7. Housekeeping Controls

1. FLOORS
The floors at the Kakatiya is divided into four categories .
Executive Club(66)
Towers Rooms(100)
ITC One(21)
Presidential Suites(1)

Hierarchy
Floor Supervisor

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Room Attendants

Housemen

Priority for Room Cleaning

a) Guest request
b) VIP expected
c) VIP resident
d) Departure room
e) Occupied room
f) Vacant room

ROOM CLEANING PROCESS

In any hotel, preference is always given to getting a room ready, so that they can be re-
sold by the front office. Where as in case of an occupied room, the standard procedure for
making it are as follows: -
a. Remove soiled linen from bed and baths. Shake out the linen to ensure that no guest
articles are in the folds of the linen.
b. Make the bed.
c. Check for maintenance requirements and report the same to the control desk and enter in
room check list.
d. Contact room service/butler controls to remove used trays.
e. Vacuum the carpet, if necessary.
f. Dust and wipe all furniture and other pieces.
g. Pick up guest cloths and hand it in the closet.

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h. Disinfect telephone mouthpiece. Check phone for dial tone.

i. Replace guest supplies. If necessary.

Room Amenities
In order to meet the requirements of a guest, the rooms are equipped with the following
amenities.
- Bed
- 2 Bed Sheet, night spread, pillow covers

Table
- One telephone
- One scribbling pad with pen
- One telephone directory
- One flask with two glasses
- One ash tray with a match box
Office Table
- One newspaper
- One hotel magazine
- One ash tray with a match box
- One expecting a call card
Dressing cum writing table
- One writing folder consisting of four envelopes
- One telex form
- One room service menu card
- One breakfast card
- One fax
- One sewing kit
- One Bible and Geeta
Wardrobe
- 12 coat hangers

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- 2 laundry bags
- 2 laundry lists
- One mini refrigerator

Inner side of entrance door

- One clear my room tag
- One DND tag

Bathroom

- Bath tub and towel rack

- One bath mat
- One soap
- Two Turkish towels
- Two hand towels

Wash basin counter

- One candle stand with candle

- One soap, dental kit
- One shaving kit
- One shower cap
- One bottle of shampoo, mouth wash, foam bath

- Two gargle glass

- Two face towels
- One ashtray with match box
- One box tissues
- One handle with care kit

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Each floor has a total of four room attendants handling the four wings and a
housemen for the whole floor.

2 .PUBLIC AREA

Public areas at the Kakatiya include floor corridors, lobby, elevators, banquet halls, restaurants,
bar, staircases, executive offices etc. Majority of the work is done during the night shift are as
follows: -

a. The beauty parlour and health club is cleaner thoroughly

b. The restaurants, banquet halls and lounge is cleaned after the parties get over
c. The entire lobby area is cleaned
d. Bracing of guest elevators and hand rails is also done
e. Guest stair case as well as service staircases are swept and mopped every alternate day
f. The toilets in the public area are cleaned

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3. GUEST SATISFACTION FACILITIES

Guest satisfaction facilities is one of the sub-departments of room service and is
responsible for placing guest amenities and fruits in the guest rooms.
Snack vaults are provided in the guest rooms and are chargeable on consumption. It is the
duty of the rooms service attendants to check the snack vaults in the occupied rooms everyday
for consumption and prepare K.O.T. in case of consumption.
The fresh fruits are picked up everyday morning at 10:00 am from the kitchen and fruits
basket are placed in the room.
- Aerated water 2 Nos
- Soda 2 Nos.
- Beer 2 Nos.
- Chocolates 2 Nos.
- Choice of cookies 2 pkts.
- Soft drinks 6 Nos.

Complementary are

- Cookies
- Fruit basket

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4. LINEN ROOM
Linen room plays a very important role in maintaining hotel linen with the help of the
laundry in any hotel. Without a adequate linen room, the hotel cannot function properly as a
majority of the hotel operations depend on the procurement of fresh linen. The linen room is
usually under the control of a supervisor who has the responsibility of issue and control of linen.

Hierarchy

Linen/Uniform Room Supervisor

Tailor/Upholstery

Attendants

Classification of linen

The linen given and received by the linen room can be classified as:
a. Room linen
b. Food and beverage outlet linen
c. Staff uniforms

a) Room linen
The linen given and received by the linen room can be classified as :
i) Bed sheets
ii) Night spreads
iii) Pillow covers
iv) Hand towels
v) Bath towels

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Usually the issue of fresh linen issue and receiving of soiled linen from the floors is done in the
afternoon. The fresh linen is called linen inventory.

b. Food and beverage outlet linen

All the food and beverage outlets i.e., the restaurants and banquets halls depend highly on the
procurement of fresh linen from the linen room to carry out their day to day functioning.

The linen room receives soiled linen like table cloths, napkins, tray mats, aprons etc. from
different outlets everyday in the morning. A linen exchange slip is used in which the amount
of fresh linen is entered. It helps in maintaining discrepancies among the various outlets.

c. Staff Uniforms

The uniforms section gives three sets of uniforms to each staff member where in one set is kept
in the linen room and other is kept in this section. When the soiled uniforms from the staff is
given in turn provides them with fresh uniforms.

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5 .LAUNDRY

The relationship between housekeeping and laundry is very significant for the smooth
functioning of the housekeeping services. The laundry section receives all the soiled linen which
is sent for washing. The linen is laundry is segregated according to the nature of fabric and is
further segregated on the basis of stains and the extent to which they are soiled.

The equipments used in the laundry are: -

a. Two washing machines of 100 kg and 15 kg
b. One dry cleaning machine
c. Three tumbler dryers
d. One calendar machine
e. Four individual press machine

6 .Valet service
The laundry at the hotel also provides the service of valet to the in house guest. A valet is
one who, on call collects soiled cloths from the guest rooms them earlier washed or dry cleaned
as per the guest demand.
It is the duty of the valet while collecting the soiled cloths from the guests to fill up the
laundry slip or dry cleaning slip as requested by the guest. The guest laundry which is received
before 10:00 am is delivered back on the same day before 05:00 pm and is charged the normal
rate. Whereas, the laundry which is received afte 10:00 am is charges 50% extra in case of the
same day delivery. In case guest requests express delivery the charges are 100% extra.

7.HOUSE KEEPING CONTROLS

It is the nerve center of the entire department and its efficiency determines the smooth
operations and effectiveness of house keeping. It is located in the first floor in the back area,
which also has the office of the executive house keeper.

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The various functions carried out by the control desk are as follows: -
- Handling of calls, complaints, enquiries and requests are handled by the
supervisor at the desk
- The rooms are blocked for repair
- Receives the message from front office of departure rooms
- Job orders for maintenance are followed up
- House keepers reports copy arrives twice a day at the desk
- In forms reception about the room status and VIP list
- Maintains lost and found registers and articles

Records Maintained
- Laundry Book
- Departure and clearance room book
- Guest call and request book
- Message register
- Maintenance job order

FOOD & BEVERAGE PRODUCTION DEPARTMENT

The food and beverage production department plays a very important role in the revenue
generation for any hotel as accommodation that is, room and food go hand in hand. The food and
beverage department prepares the food primarily to satisfy the guest’s need. The food in turn is
served to the guest through various food and beverage outlets such as restaurants, banquets,
coffee shops, bars etc.
The kitchen department of the Kakatiya can be broadly divided into four segments. The
staff cafeteria at the first floor, the main kitchen also in the first floor. But the butchery, the garde
manager and the banquet is at the basement.
The food and beverage department can be divided into separate specialty kitchen as
follows: -

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1. Continental Kitchen
2. South Indian Kitchen
3. Indian or Banquet Kitchen
4. Chicken Kitchen
5. Pantry
7. Halwaii
8. Garde Manager
9. Butchery
10. Tandoor Kitchen
11. The Grill Kitchen

Hierarchy
Executive Chef

Senior Sous Chef

Junior Sous Chef

Chef de Parties

Commis I

Commis II

Commis III

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1. Continental Kitchen
The kitchen is a 24 hour kitchen serving continental cuisine. The kitchen is situated close
to the coffee shop. A majority of the orders come from the coffee shop and room service. Apart
from providing a la carte orders, the kitchen also provides lunch and buffet orders which are
mainly soups.
The kitchen operates in the three shifts and each chef is assigned a peculiar job. The chef
doing the first shift is in charge of the breakfast orders and does the misc-en-place for the second
shift. The chef doing the night shift has to prepare sauces and soups for the following day and
misc-en-place for the breakfast.
Some of the popular items selling at the continental kitchen include: -

Soups
- Vegetable clear soup
- Cream of mushroom
- Green pea soup
- Minnestroni soup
- Tomato soup
- Chicken soup
Items include
- Chicken Strongoff
- Deviled prawns
- Peppered steak
- Shepherd’s pie
- Cheese Florentine
- Fish fries

2.South Indian Kitchen

The South Indian Kitchen is located adjoining the Chinese Kitchen. This helps in
providing the best South Indian dishes specially in the Hyderabadi cuisines.

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The South Indian kitchen mainly serves the breakfast orders for the ‘Le Brasserie’, Room
service. The items prepared for the breakfast usually are idly, vada, dosa, poori sabzi etc. The
kitchen also provides snacks for room service.
The South Indian Kitchen also caters to the need of banquet parties and lunch and dinner
buffet at the Deccan Pavalion. In the hours the kitchen serves the breakfast and after 11.00 am it
does the mise-en-place for the lunch and banquet parties if any.
Some of the specialized of the South Indian Kitchen are:
- Malabar Fish Curry
- Kerala Prawn Curry
- Tomato Pulav
- Beans Porial
- Chicken 65
- Mausari Sabzi
- Madras Sambar

3.Indian or Banquet Kitchen

The Indian Kitchen is the largest area wise. It is also known as the Banquet Kitchen and
handles food preparations for banquets indoor as well as outdoor. The menu planning for banquet
parties is done by the executive chef, Sous chef and banquet manager. It is the busiest kitchen as
far as work load is concerned. Indian Kitchen specializes in the preparation of various Indian
cuisine, especially Mughalai cuisine.
The kitchen also has an a la carte section which handles orders from the coffee shop,
room service. The a la carte orders are mainly tondoor based.
The work done at the Indian kitchen usually starts at 9.00 am. It is the duty of the chefs in
the morning to do mise-en-place and prepare for the lunch buffet. After the lunch buffet the
mise-en-place for dinner buffet and banquet parties is done, in any. In the evening the dinner
buffet is prepared and the mise-en-place for the next day is done.

Most popular dishes includes:

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- Murg Malai
- Chicken do piazza
- Palak paneer
- Bhindhi fry
- Shimla Mirch Masala
- Mutton Sagawala
4.Chinese Kitchen
Chinese Kitchen serves authentic Chinese cuisine. It is adjoining to the Indian kitchen
handles order from the La Brasserie, Room service. Apart from a la carte the kitchen also
does the buffet especially on Sundays. The kitchen operates in a break shift

Some of the favorite Chinese specialties are:

- Lemon steamed fish with Soya sauce.
- Salt and pepper prawns.
- Crispy flat noodles tossed with honey and served with vanilla ice cream.
- Sichuan squid rings with onions, green and red pepper.
- Clear lemon prawn and button mushroom soup.
- Crispy spinach with sesame and chilly sauce.

5.Pantry
The party is a section of the kitchen department. It is adjoining the continental kitchen,
and very near to the La Brasserie, the coffee shop.
The pantry’s main function is to handle guest orders which are easy to make and require
minimum time. the items supplied by the pantry include sandwiches, ice creams, fresh juices
and milk shakes. The orders mainly come from the coffee shop and room service.
Some of the item available at the Pantry’s include:

Juices
a) Grape
b) Orange
c) Sweet lime

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d) Water melon
e) Apple juice

Sandwiches
a) Non veg. Club sandwiches
b) Grilled Chicken sandwiches
c) Club sandwiches

6.Halwaii
Halwai or the sweet maker for the integral part in the Indian cuisine. No Dawat or
Luncheon is complete without the inclusion of sweets, which is served at the end of the
main course. The halwaii section is located in the basement next to the Grade manager. It
is manned by two persons i.e., the Hawaii chef and his assistants. They do General shift:
8.00 am to 5.00 pm

7 .Grade Manager/ Cold Kitchen

The Grade manager or the Cold Kitchen plays a very important role in the
kitchen. It deals with all types of salads and cold cut preparation which are sent to banquets
parties.
The work load on the cold kitchen is more during hours as it has to set the salad and fruit
for the lunch buffet and also for banquet parties, if any.

Staffing in the Garde manager

- Chef de partie : 1
- Commis :2

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8. Butchery
The butchery is located in the basement floor, next to the Grade manager. The
butchery is called the Back Bone of the food and beverages department. This is because, it is
from here the various items of meats for various and kitchens are supplied.
Cost Control plays an integral part of the butchery as meat is very expensive and
perishable commodity and thus to be handled very skillfully. Meat from the butchery is
procured through a requirement slip in which all the kitchens mention their requirements in
the butchery.

The various types of meat processed at the butchery are lamb, beef, chicken, pork, fish,
crustaceans, squid, imported meats such as smoked salmon etc. These are separately in
allocated racks or are hanged inside the walk in cooler. The butchery also has a mincer and
cutter, which are electrically operated.Sunday cutting is not done.

9.Bakery and Confectionary

The Bakery and confectionery are situated on the first floor of the kitchen. It is divided
into two sections one is bakery where the actual banking of items is done with the help of the gas
ovens and the other is the confectionary. Heavy equipments such as dough mixtures are used to
make dough as per requirement. The second section is the confectionery where all kinds of
soufflés, cakes and decorations are done.

The bakery provides bread rolls and sticks to the pantry kitchen, desserts to the lunch and dinner
buffet at the Le brasserie, Aromatic cookies and macrons to the Housekeeping, cookies and pies
at bar and chocolates to the front office. The work performed in the bakery is mainly the
preparation of various items for different outlets.

Staffing in the bakery

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- Sr. sous chef : 1

- chef de partie : 1
- demi chef de partie : 1
- commis : 3

Shift Timings
- First shift :7.00 am to 4.00 pm
- Second shift :3.00 pm to 12.00 am
- Night shift :11.00 pm to 8.00 am

HUMAN RESOURCEDEVELOPMENT DEPARTMENT

The Human Resource Development Department is also known as Personnel Department. The
Personnel Department of the hotel is the department, which is incharge of all the staff working in
the hotel and also responsible for
- Recruitment of staff
- Training of staff
- Leave
- Expulsion or dismissal of staff

And any other matter that relates to the staff of the hotel is
handled by this department.
The other department that come under the personnel department are
- Personnel Office
- Training Office
- Time Office
The training office in co-ordination with the personnel office does the following tasks:
- Training the staff
- Selecting new staff and their training
- Recruiting new staff under managerial level
- Promoting of staff

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- Handling disputes within the hotel

It is the duty of the personnel manager and the Union leader of the hotels to work close
liaison with each other, which leads to smooth functioning of the hotel.

Files and Records

- Personnel file of each and every employee
- Organisational structure and staff working in each department
- Files on employee schemes and welfare schemes
- Record of trainees
Time Office
The time office plays a very important role in the personnel department. The time office
is located at the service entrance. It works from 09:00 am to 06:00 pm. The functions are carried
by the time office are: -
- responsible for maintaining the attendance register of the employees
- It handles the leave application of the employees
- It controls the attendance and stipend of the trainees
- It is responsible for giving lockers for all the staff and trainees in the hotel
- It handles the staff cafeteria register
- Issues name badges to the staff and coupons for the trained.
Hierarchy

Personnel Manager

Training Manager

Assistants

Office Boy

SALES & MRKETING DEPARTMENT

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Marketing has its origin in the fact that the humans are creating needs and wants. Since
many products can satisfy given need, product choice is guided by the concept of value cost and
satisfaction. A market is a group who share a similar need.

Promotional Activities at the Model Hotel

The main responsibility of the department is to sell the hotel services like rooms, banquet,
restaurants and attract more people towards the hotel. This department analysis the customer
needs and maintains a high level of public relations. The other functions are like test marketing
of new products. Market research and product development and promotion.

Company Business
The sales department Kakatiya has a board target market under, to cover. As it is very
difficult to do a good job without a broad mark. The Hyderabad target market is divided into five
territories, which are handled and processed by five different sales personnel.
The idea of dividing Hyderabad region into five territories is to succeed in the increasingly
competitive market place.

Competition
The sales and marketing department of every hotel has to face a stiff competition among various
five star hotel, in order to promote their product. Hence, it is very important to know the plans
and motives of other hotels before starting its own plans. The competitive hotels are:
1. Taj West End
2. The Oberoi
3. Taj Krishna
4. Taj Residency
5. The Gateway
6. Hotel Ashok
7. The Park

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8. Taj Banjara

HIERACHY
Sales and Marketing Manager

Asst. Sales and Marketing Manager

Sales Executive

Sales Assistants

The Corporate Advantage for accommodation

Every booking that you make with Kakatiya, you have to quate your membership card number if
not, you will be disqualified.

All bookings have to be made by you with the hotel reservation center and not through a
travel agent.
Point System
Regular Room/Club President - 1 Point per room night
Executive Suite -2 Point per room night
Deluxe Suite - 3 point per room night

Once you attain a minimum of 15 points you can claim your gift. After 50 bonus points.
After 70 points you will receive 10 bonus points. After 100 points you will receive 20 bonus
points.

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The Corporate Advantage for Banqueting

Kakatiya provided exclusive Conferencing and Banqueting facilities with 4 halls to
choose from:
- Hydermahal 1
- Hydermahal 2
- Hydermahal 3
- Board Room

The point system of banqueting is based on the amount spent, with taxed excluded. A statement
with your cumulative points will be sent to you every month. You can claim your gift after
attaining a minimum of 15 points. This is not applicable for wedding.

Point System
Rs.5,001/- - Rs.7,500 = 1 Point
Rs.7,501/- - Rs.10,000 = 2 Points
Rs.10,001/- - Rs.12,500 = 3 Points
Rs.12,501/- - Rs.15,000 = 4 Points

After every addition Rs.2,500/- spent, you will be awarded 1 point.

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ACCOUNTS & FINNANCE

The Accounts and Finance Department like other departments of the hotel plays a very
important role in the functioning of the hotel. As the hotel industry has a voluminous cash turn
over, there is a need of efficient accounting system and controls have to be followed.

The functioning of the accounts department are: -

- Controlling of the accounts receivable/debtors/guest/company
- Controlling the account payable/creditors/suppliers
- Auditing the daily sales in all the outlets and room sale points
- Handling daily cash requirements

The accounts department plays a very important role with regard to the financial aspects
of the financial aspects of the hotel. It has to coordinate with: -

1. Front Office (rooms)

Night Audit
1. Rooms are being charged properly.
2. Bill related to room are posted correctly.
3. Rectification of erroneous postings.
4. Checking for the authentication for discounts allowed if any.
2. Food and Beverages (Service and Production)
- Monitoring the cost involved in preparation of food
- Food and beverage inventory control
- Quality food control
3. Club
- Auditing the sales from club
- Recover any club outstandings

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4. House Keeping
- Checking the miscellaneous charge vouchers
- Checking the laundry

Food and Beverage controls

For most of the items purchased the hotel has a contract with the suppliers. According to
most of the contracts, the supplier has to supply the items daily or at fixed intervals of time, i.e.
once in every two days. But, for some times such as soft drinks, the supplier supplies the drinks
only when requested to do so according to terms of such conditions.

For items delivered a delivery challan accompanies the items. The bills are checked
against the purchase order form and receiving report and then paid.

Daily receiving report

The daily receiving report is made for the perishable and non perishable goods. Each day
the total consumption is recorded the goods cost percentage is calculated.
Every the perishable goods are delivered to the kitchen straight from receiving
department. The non-perishables are taken to the stores. The non-perishable goods are obtained
by the kitchen only on requisitioning.

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Hierarchy
Unit Finance Controller

Asst. Unit Finance Controller

Accounts Officers

Accounts Assistance

ENGINEERING & MAINTENANCE

The Engineering and Maintenance Department plays a very important role as far as the smooth
functioning of the hotel is concerned. It is responsible for the maintenance and upkeep of all
mechanical, electrical, plumbing, carpeting and civil work of the hotel. The engineering
department works in close liaison with the house keeping department as majority of the
complaints on faults and repairs are forwarded by the house keeping.
Besides this the engineering department is also in charge of: -

- Supply of cold and hot water to rooms

- Provides adequate lighting and electricity round the clock
- Control of in-house video and various channels
- Control of air-conditioning at night
- Handling of generators

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Hierarchy

Chief Engineer

Asst. Chief Engineer

Machinery/Electrical Supervisor

Attendants

Shift timings

I Shift - 07:00 am to 04:00 pm

II Shift - 01:00 pm to 10:00 pm

III Shift - 10:00 pm to 07:30 pm

SECURITYDEPARTMENT

The Security plays a very important role in safe guarding the guest, the guest property as well as
the hotel property. The department after the security of the guest from the time to time he enters
the hotel.

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In order to provide safe condition the security guards are placed a various points like :

- Near the guest entrance

- Near the lobby area
- Near the staff entrance
- Near the time office
- Near the parking stand
- On the floors

Hierarchy

Chief Security Officer


Senior Security Supervisor

Security Supervisor

Guards

So we can say that it is impossible to run a hotel without this department.

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CHAPTER 6
PROBLEMS & SOLUTIONS

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PROBLEMS & SOLUTIONS

Every hotel has certain existing problems. Mainly these problems are of two types. On
which occur due to mere ignorance and can be improved by bringing into attention.
While other problems hide themselves during the construction and only come into light
after the hotel starts functioning.

Hotel Kakatiya has certain problems but the over all operation is going smooch. In the
hotel small operational problems, human error problems are obvious but if they are not
improved they cam raise trouble in near future. Below listed problems which came across
during survey and the solution are listed below.

 FRONT OFFICE

1. Problem:
In spite of having well equipped front desk, the existing staff is less as a result of which
there is much work load on staff and causes delay in handling the guest.
Solution:
It is recommended that the immediate recruitment of the new staff, as front office is the
image builder of the hotel and may delay in handling guest may result in losing the guest.

2. Problem:
The main sections of front office i.e. reception, information, cashier are handled by all
front office staff that means there is no special trained staff each section.
Solution:

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Appoint specially trained staff in each section which helps the work to be carried out
more efficiently.

3. Problem:
The approach of the front office towards guest does not have a professional approach.
Solution:
Special training classes should be conducted for the front office staff for improving there
professional skills.

4. Problem:
Lack of confidence in the front office staff to solve the problems of the guest quickly and
efficiently.
Solution:
The management should take interest in making their staff understand the responsibility
of their job so that the guest’s complaints can be attended quickly and promptly.

5. Problem:
Front desk staffs are not pleasant in their language. I.e. they are not able to please the
guest most of the times.
Solution:
Recruit of personal should be made keeping in mind the requirement of the department.
So that it adds the pleasantness to the front desk environment and also warmth in the
guests.

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 HOUSE KEEPING
1. Problems
Shortage of the proper cleaning equipments used to clean the room.
Solution:
Since there is a shortage of the cleaning equipments the management should take steps in
providing the modern cleaning equipments, so that the work is done easily and
efficiently.

2. Problem:
Public area cleaning is outsourced. The staff working in the public area cleaning does not
know how to communicate with the guest.
Solution:
Special training should be given to the staff working in the public.

3. Problem:
A shortage of staff persists in the housekeeping dept.
Solution:
The management should take up steps and recruit an adequate number of personnel to fill
up the vacancies in the house keeping dept.

4. Problem:
There is a lack of linen.
Solution:
Management should take steps in providing more linen so that the works can be done
more easily and efficiently.

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5. Problem:
Most of the house keeping staffs has a communication problem.
Solution:
Management should be very careful while recruiting staff. To overcome the hurdles of
communication, classes for the staff should be held on regular bases.

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 FOOD AND BEVERAGE PRODUCTION

1) Problem:
The equipments used in the banquet kitchen are of poor quality.
Solution:
Management should take responsibility of purchasing new equipments for the kitchens.

2) Problem:
There is no executive chef as a result in the absence of sous chef no one is there to take
the charge.
Solution:
Appoint a well experienced executive chef.

3) Problem:
The pressure burners used in the banquets kitchen are of low flames as a result it will take
more time for cooking.
Solution:
Installation of high flame pressure burners solves this problem.

4) Problem:
The butchery has poor ventilation and only cold water is available to wash meat, chicken,
fish etc.
Solution:
Improving the exhaust and providing a hot water connection solves the problem.

5) Problem:
The cold store for the vegetables is not cleaned properly and remains dirty every time.
Solution:
It is suggested to keep the store room clean and in hygienic conditions.

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 FOOD AND BEVERAGE SERVICE

1. Problem
No crockery and cutlery is maintained in the room service.
Solution:
There should be proper supervision of the cutlery and crockery used in the room service
because there is a chance of mixing it with the cutlery’s used in the coffee shop.
2. Problem:
Breakage of the glassware and crockery is high. Due to this the cost goes up for the
department.
Solution:
Introduction of fine, to some extent can reduce the breakage.

3. Problem:
There is no uniformity in the cutlery used.
Solution:
Management should take initiative to bring uniform cutleries in the restaurant.

4. Problem:
Quality of work is less as the staffs are working for more than 12hrs.
Solution:
The working hours for the staff should be reduced to 9 hrs, weekly off should be given to
staff.

5. Problem:
Shortage of mangers and supervisors.
Solution:
Experienced and qualified associates can be promoted to supervisors and managers.

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 GENERAL PROBLEMS OF THE HOTEL

1. Problem:
There are no two wheelers parking in the hotel.
Solution:
There should be separate two wheelers parking to be made.

2. Problem:
There is no good locker room available for the staff.
Solution:
Good locker room with beds should be constructed.

3. Problem:
The food given to the staff is not of good quality.
Solution:
Improve the quality of the food given to the staff, as it can serve two purpose one
psychologically that will satisfy the staff and the second one is that it will increase the
staff potential.

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CHAPTER 7
CONCLUSION

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CONCLUSION

Tourism and tourists are associated as strange travelers in strange lands, rich holiday
makers on a spending spree, groups of young people with their haversacks. This impression of
tourism however, is a very narrow one. Tourism is a very broad image of activity. One aspect of
tourism relates to the provision of accommodation for the tourists and hospitality industry
provides accommodation for the tourists.

Tourism needs variety and India with its vast dimensions and diversity offers to every
class of visitors something not found else where. Indian tourism is however no longer
considered a cost effective tourist designation due to political uncertainty, coupled with poor law
and order situations and the overall slow down of the economy. However, the Indian
government has set a target of nearly 5 million tourists by the end of this century. Thus there is
bound to future growth in the hospitality industry citing the existing demands, supply gap for
future growths. The hotels depend to a very considerable extend on tourism as they provide
accommodation, board and other facilities to the tourist and is responsible for about 50%
earnings from tourism.

The capacity city of Andra pradesh, popularly known as the garden city and the
technological capital of India offers the discerning travelers a delightful blend of the past and
present. Hyderabad, the city that still echoes the by-gone age of leisure, luxury and unhurried
splendor. In the heart of the city lies a wondrously white edifice, which recreates the imperial
life with unmatched elegance.

This project was based on the operational aspects of one of the leading hotels in India
“Hotel Welcomgroup Kakatya”, a five star business hotel that combines the leisure style of
colonial Hyderabad with modern services, to give the best of the worlds.

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This hotel is owned and run by the Welcomgroup, a relatively young hotel player when
compared to other Indian Hotels EIH. The Welcomgroup owned by the ITC Groups runs
Kakatiya and other hotels under an operating service agreement with ITC Ltd. The
Welcomgroup Hotels are located in strategic business and tourists cities and are rooted to the soil
of the land.

Welcomgroup Kakatiya Hyderabad is also under a franchise agreement (Reservation and

Marketing Agreement) with the ITC Sheraton Group, the third largest hospitality chain in the
world based in Canada with a network of over 400 hotels. It provides Kakatiya access to the
state-of-the-art technology in the hospitality sector, use of the Sheraton’s sales and marketing
brand name for international marketing and publicity purposes and use of Sheraton versatile
global distribution network and corporate training facilities.
The objective of this project is to make an indepth study of the major operating
departments within a hotel I have trained (Kakatiya Hotel), as regards their organizational
structure of each department, their duties and responsibilities, system and procedures used, the
various divisions / sections within the department and their layouts, the departmental relations
and coordination between each and to show the various forms and formats and management
information system used in each department. Then a critical analysis made of the above
information collected to put forward recommendation for improvement of overall performance.

The Welcomegroup Kakatiya Hotel offers 189 air-conditioned rooms. The hotel is
divided into two major sections, one consisting of the Kakatiya Towers block offering 100 rooms
and food and beverage outlets like Deccan Pavilion, the Rani Rudramba’s Court, Kakatiya Club,
Room Service and 3 Banquet halls. The other sections consists of 89 rooms and food and
beverage outlets like dining room, cabinet bar, portman square, butler control, other services of
the hotel include beauty parlors, business center, doctor on call, florist, travel house, east India
company and recreational facilities.

Various divisions of Kakatiya are accommodations, food and beverage accounts,

administrative. These divisions have been further sub-divided into various depts. depending
upon the type of activities involved.

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These departments are then described in brief, then a study on the organizational structure
of each department and the duties and responsibilities of the staff within the department was
shown. The various systems and procedures and the routine work in each department was
explained, then a brief study on inter-departmental relations and the coordination with the each
was made. Forms and formats were collected from the hotel for placement in the project.

Critical observations and recommendations have been made for the problem areas in
regard to – layout, hygiene and sanitation, equipment and general matters. For the purpose of
improving efficiency, productivity, profitability, better and safe work environment, increased
employee interest and resultant high quality products.

This study has been a truly enlightening learning experience. It has provided an insight
into the various operations, problems and drawbacks that may be faced in any mass catering
operations. The Welcomgroup Kakatiya Hotel is popular for its products and services in the
City of Hyderabad. It has skilled and experienced craftsmen, who if continue to work in their
dedicated fashion and introduce improvements when necessary, will surely manage to retain the
market it has captured and widen its horizon.

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CHAPTER 8
BIBLOGRAPHY

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Bibliography

REFERRED BOOKS
 Professional Food & Beverage Service Management – Brian Varghese
 F & B Service – Lillicrap & Cuisines (ELBS)
 Hotel Front Office Training – Sudhir Andrews Manuel
 Housekeeping Training – Sudhir Andrews Manuel
 Tourism development in India – Satish Babu

WEBSITES

 www.indiatourism.com
 www.google.com
 www.welcomgroup.com
 www.wikipedia.com
 www.itckakatiya.com

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CHAPTER 9
ANNEXURES

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