A

TRAINING REPORT
ON

(COURTYARD BY MARRIOTT)
BY
(Swapnil Vasant Pandit)
SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY
IN PARTIAL FULFILMENT OF REQUIREMENT
FOR
THE AWARD OF
BSc-Hs
2019-2020

THROUGH
DR.D.Y. PATIL INSTITUTE OF HOTEL
MANAGEMENT AND CATERING
TECHNOLOGY,
TATHAWADE, PUNE-33

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 (PHOTO OF THE HOTEL)

COURTYARD BY MARRIOTT

(ADDRESS OF HOTEL)
(S.No 19 & 20, P4 Rajiv Gandhi Infotech Park Phase 1, Hinjewadi
Pune, 411057 India)

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 DR.D.Y. PATIL UNITECH SOCIETY

DR.D.Y. PATIL INSTITUE OF HOTEL MANAGEMENT

AND

CATERING TECHNOLOGY, TATHAWADE, PUNE-411033

Accredited NAAC – “A” Grade

CERTIFICATE

This is to certify that Mr.Swapnil Vasant Pandit is Second year student

of BSc-HS For the year (2019-2020)He has completed a Training report
on(COURTYARD MARRIOTT). For November 2019 - 2020 , under
the guidance of Professor Mr.Pranavkumar.Shete. He has duly
acknowledged all the references used in this report. This report work is in
partial fulfilment of the requirement for the award of Bachelor’s Degree
of Hotel Management & Catering Technology ,SavitribaiPhule Pune
University.

_______________

Principal

_________________
_______________

Training Coordinator External

Examiner

Date: ______

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 (COLOUR XEROX OF TRAINING CERTIFICATE)

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 ACKNOWLEDGEMENT
The internship opportunity I had with(COURTYARD
MARRIOTT, PUNE)was a great chance for learning and
professional development. Therefore, I consider myself as a
very lucky individual as I was provided with an opportunity to
be a part of it. I am also grateful for having a chance to meet so
many wonderful people and professionals who led me through
this internship period.
Bearing in mind previous I am using this opportunity to express
my deepest gratitude and special thanks to the Training /
Human Resource Manager – (SanyuktaGholap) who in spite
of being busy with her/his duties, took time out to hear, guide
and keep me on the correct path.
It is my radiant sentiment to place on record my best
regards, deepest sense of gratitude to Mrs.AthinaSalim
(Director of Operations), Mr.Soumyadeep Banerjee
(Director of Food & Beverage), Mr VijendraRathod( Front
Office Manager), Mr SanketNeherkar (Banquet Manager)
and Mr Rahul Shukla (Outlet Manager) for their careful
and precious guidance which were extremely valuable for
my study both theoretically and practically. (Gratitude to
the Operational Managers)
I perceive as this opportunity as a big milestone in my career
development. I will strive to use gained skills and knowledge in
the best possible way, and I will continue to work on their
improvement, in order to attain desired career objectives. Hope
to be contact with all of you in future,
Sincerely,
(Swapnil Vasant Pandit)
Pune

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 INDEX

SR.NO PARTICULAR PAGE

NO.
1 COLLEGE CERTIFICATE
2 CERTIFICATE OF HOTEL
3 HISTORY OF HOTEL
4 ABOUT YOUR HOTEL
(INFORMATION IN DETAIL)
5 INFORMATION ABOUT THE
DEPARTMENTS YOU GOT
TRAINED IN
6 TRAINING EXPERIENCE

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 INTRODUCTION:-

On October 15, 1983, BILL MARRIOTT opened the very first

Courtyard by Marriott Hotel in ATLANTA

The first location was built in 1983 in Atlanta and was Marriott's
first sister brand. The brand was always meant to target business
travelers. However, over the years, it has come to cater to the
leisure traveler, too. Most now have a swimming pool or fitness
center, microwaves and mini-fridges for rent, and family rates.
Many properties have a mini-fridge in every room and usually
have a complimentary guest microwave in The Market. Usually,
microwaves are found in suite rooms.

Marriott spent $2 billion in the mid-1980s on building out the

Courtyard by Marriott chain in order to target Holiday Inn's
clientele. Courtyard by Marriott is a brand of hotels owned by
Marriott international. Courtyard by Marriott is designed for
business travelers but also accommodate families. Its room
feature desk, couches, and free internet access. The majority of
location have bistro which serves breakfast (not free),
appetizers, sandwiches and more. All have 24-hours “mini-
marts.

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It completes with other mid-priced business-oriented hotels like
Cambria Suites, Wingate Inn and Hilton Garden Inn.

(HISTORY OF COURTYARD MARRIOTT)

Courtyard by Marriott is a brand of hotels owned by
Marriott International. Courtyard by Marriott is designed
for business travelers but also accommodates families. Its
rooms feature desks, couches, and free Internet access. The
majority of locations have a bistro which serves breakfast
(not free), appetizers, sandwiches, and more. All have 24-
hour "mini-marts."

It competes with other mid-priced business-oriented hotels

like Cambria Suites, Wingate Inn and Hilton Garden Inn.

LIST OF THE HOTELS

 1. The Ritz-Carlton.
 2. BVlgari, EDITION.
 3. JW Marriott.
 4. Autograph Collection Hotels.
 5. Renaissance Hotels.
 6. Delta Hotels and Resorts.
 7. Marriott Executive Apartments.
 8. Marriott Vacation Club.
 9. Gaylord Hotels.
 10. AC Hotels by Marriott.
 11. Courtyard.
 12. Residence Inn.
 13. Springhill Suites.
 14. Fairfield Inn & Suites.
 15. Townplace suites.
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  16. Protea hotels.
 17. St.Regis.
 18. Westin Hotels and resort.
 19. Le Meridian.
 20. Sherton Hotel and Resort.
 21. Four Point by Sheraton..

BOARD OF DIRECTORS LIST

J.W. Marriott, Jr. Executive Chairman and Former Chief Executive Officer

Marriott International, Inc.

Mary K. Bush

President Bush International, LLC

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Bruce W. Duncan

Chairman of the Board

First Industrial Realty Trust, Inc.

Deborah Marriott Harrison

Global Officer, Marriott Culture and Business Councils

Marriott International, Inc.

Frederick A. “Fritz” Henderson

Former Chairman and Chief Executive Officer, Suncoke Energy, Inc.

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EriqueHippeau

Managing Partner LererHippeau

Debra L. Lee

Former Chairman and Chief Executive Officer, BET Networks

Aylwin B. Lewis

Former Chairman, Chief Executive Officer and President, Potbelly

Corporation
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George Muñoz

Principal

Muñoz Investment Banking Group, LLC

Steven S Reinemund

Former Dean of Business, Wake Forest University

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Susan C. Schwab

Professor (University of Maryland School of Public Policy)

Arne M. Sorenson

President and Chief Executive Officer

EXECUTIVE DIRECTOR LIST

Chairman & Managing Director Mr.Atul Chordia

Director Residential Mr.Sagar chordia

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 President Hospitability Mr.Ranji tBatra

Director of Operation & Managing Director Mr.Harshad Nalwade

General Manager Ms. Athena Salim

SENIOR MANAGEMENT-COURTYARD BY MARRIOTT

PUNEHINJEWADI

 Manager = Athena Salim

 Executive Chef = Rounak Kinger
 F&B Director = Soumyadeep Banarjee
 Front Office Manager = Vijendra Rathore
 Housekeeping manager = Rakesh Koli
 HR Manager = Sanyukta Gholap
 Chief Engineer = Sachin patil

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 Financial Controller = Rahul Bhujbal
 Loss Prevention Manager = Sandip Bhojane
 Sales Manager = Krutin Sheth
 KST Union Leader = Lal Singh

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INTRODUCTION TO HOTEL

Introduction of Courtyard by marriott

The Courtyard by marriott Hotel in Pune, land scapedgardens.Ourfacilities and

amenities are designed to give modern travelers a new-age experience that resonat e
with their upbeat lifestyle.At close proximity from the bustlingcity,TheCourtyard by
the Marriott Hotel pune most preferred choice of stay among both business and
leisure travelers. TheCourtyard by the Marriott Hotel Pune has143 comfortable and
spacious rooms,including Standard rooms for the traveler who always wants a hill
view,Superior rooms for overlook the pool having a scrumptious
breakfast.Goodmorning,Executive rooms for Real x and unwind with a pictures que
garden view,Junior Suite for small families,the suite offer sapanoramin view of the
hills, Executive Suite for the bigger the better.We’ll make sure you live spaciously
and stylishly, Wine Themed Unique Suite for inspire by Pune wineculture, The
Courtyard by the Marriott Hotel Pune we have 3 big or small Banquet hall
Recidency. The Aanganan, Baithak and OPFA.

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INFORMATION

Experience unexpected luxury at Courtyard Pune Hinjewadi. Designed to

create an exceptional stay for today's busy traveler, our four-star hotel offers a
unique blend of upscale amenities and functional convenience. Ideally situated off
the Mumbai-Pune Expressway, within the Rajiv GhandiInfotech Park, our
Hinjewadi hotel places you in the heart of this vibrant city. Within our hotel, you'll
find stylish rooms and suites filled with natural lighting and a host of
complimentary amenities, a 24-hour business center, five conference rooms, a gym,
an outdoor pool and a landscaped lawn. Visit MoMo Cafe, our hotel's restaurant, for
delectable buffet and a la carte fare, available all day, or sample our exciting new
selections at Ignite Bar & Grille. When it's time to explore, you'll find cultural
attractions, shopping and entertainment all just minutes away. No matter if you are
staying with us for a vacation or on an extended business trip, we look forward to
helping your visit to Hinjewadi, Pune productive.

In addition to 3 restaurants, Courtyard by Marriott Pune Hinjewadi offers a

snack bar/deli and a coffee shop/cafe. A bar/lounge is open for drinks. Room
service is available 24 hours a day. The hotel serves hot/cold buffet breakfasts each
morning (surcharges apply). Recreational amenities include an outdoor pool and a
fitness facility. This 4-star property has a 24-hour business center and offers small
meeting rooms, technology support staff, and limo/town car service. Wireless and
wired high-speed Internet access is available in public areas (surcharges apply) and
the hotel has an Internet point. This Hinjewadi property has 877 square meters of
event space consisting of banquet facilities and conference/meeting rooms. For a

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surcharge, shuttle services include a roundtrip airport shuttle (available on request)
and a train station pick-up service. Business services and tour/ticket assistance are
available. Valet parking is complimentary. Additional property amenities include a
library, laundry facilities, and currency exchange.

History of Hotel

In the early 1980s Marriott was having trouble finding locations suitable for their
parent brand Marriott. The company decided to create a new brand to attract
customers who were not satisfied with their current selection. Courtyard was
created to target frequent business travelers and pleasure travelers. The brand
focused on smaller properties in lower demand areas. The chain grew from three
test sites in 1983 to over 90 hotels in 1987.

The first location was built in 1983 in Atlanta and was Marriott's first sister brand.
The brand was always meant to target business travelers. However, over the years,
it has come to cater to the leisure traveler, too. Most now have a swimming pool or
fitness center, microwaves and mini-fridges for rent, and family rates. Many
properties have a mini-fridge in every room and usually have a complimentary
guest microwave in The Market. Usually, microwaves are found in suite rooms.

Marriott International spent $2 billion in the mid-1980s on building out the

Courtyard by Marriott chain in order to target Holiday Inn's clientele.

In 2007, Marriott started its Refreshing Business Initiative to renovate the

Courtyard properties to better target business travelers based on consumers needs.

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Renovations included a redesigned lobby, a bar with longer service hours allowing
guests to be more social, and increased revenue.

Until the end of June 2017, there are 1,145 Courtyard Marriott Hotels worldwide.

In 2017, a Courtyard Marriott Hotel became the first American chain hotel to open
on the Island of Bonaire, and through a partnership with local dive shop chain, Dive
Friends Bonaire, became the first Courtyard hotel in the world to have an onsite
scuba diving shop

---

COURTYARD BY MARRIOTT

Address:S. No 19 & 20, P4 Rajiv Gandhi Infotech Park, phase 1,

Hinjewadi, Pune, Maharastra 411057

Phone:020 4212 2222

Fax:+91-20-40225252

Sales:+91-20-42122222

www.marriott.com/pnqph-courtyard-pune-hinjewadi/
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How to reach
Mumbai-Pune Expressway- 1.5 kms

Pune Airport – 16 kms North West

Pune Railway station – 12 km South East

Mumbai Airport- 112 kms South East

MAP INDICATION OF THE HOTEL

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No. of Rooms (Type wise):
153 air-conditioned guestrooms at Courtyard by Marriott Pune Hinjewadi feature
minibars and coffee/tea makers. Accommodations offer city or courtyard views.
Beds come with memory foam mattresses and premium bedding. All rooms include
separate sitting areas along with desks and ergonomic chairs. Bathrooms feature
showers with rainfall showerheads. They also offer makeup/shaving mirrors,
bathrobes, and slippers. Wired high-speed and wireless Internet access is available
for a surcharge. In addition to complimentary newspapers and safes, guestrooms
offer direct-dial phones with voice mail. LCD televisions are available in
guestrooms. Rooms also include complimentary bottled water, welcome amenities,
and hair dryers. Guests may request hypo-allergenic bedding, extra towels/bedding,
and wake-up calls. A nightly turndown service is offered and housekeeping is
available daily. 
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CATEGORIES OF ROOM

 Standard Rooms: 153

  Executive Rooms: 18
 Junior Suites: 08
   Deluxe Suites: 07
   Executive Suites: 07
   King Beds: 140
 Twin Beds: 39
 Physically Challenged: 02
 Interconnecting Rooms:5

 DELUX TWIN ROOM

Our spacious guest rooms feature a well-lit work desk and high-speed
Internet access with contemporary amenities.

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Executive Premier Room

Our Executive Premier Room is a comforting room with ample natural

light and luxurious in-room amenities

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 RESTAURANTS

24 Hour Coffee Shop

Buffet and A-la-Carte’

Highlights:

 Interactive Show kitchen

 Outdoor seating around the pool
 Pizza Oven
 Western and Indian Cuisine
 Breakfast Buffet: 06:30 am to 10:30 am
 Lunch Buffet: 12:30 pm to 03:30 pm
 Dinner Buffet: 07:00 pm to 11:30 pm
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 Covers: 96 (80 Indoor, 16 Al Fresco)

Grab–n-Go Store

33Fresh Bakeries

Highlights:

 Fresh Sandwiches
 Pastries
 Pie’s/ Tarts / Cakes
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  Selection of hot and cold beverages
 Mart Essential

Fresh Grills

Highlights:

 Fresh Veg &Nonveg Grills

 Starters
 Selection of cold beverages
 Outdoor seating around the pool
 Covers: 16 Al Fresco
 Interactive Show kitchen
 Alcoholic &non alcoholic Beverages

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Bar:
MOMO 2 GO:

Ignite bar and grill:

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Executive Lounge:

Banquets:
Aangan:
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"Aangan" accommodates up to 150 persons in a theatre style. It has a large
pre-function area and courtyard. The Aangan can be divided into two for
smaller functions.

Seating capacity:

Hall Theatre U shape Class Room

Aangan 150 55 80
Aangan1 70 35 35
Aangan 2 70 35 35

Baithak:

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This is our multi-purpose meeting and conference venue with a pre-
function area with excellent contemporary furnishings, lighting, state-of-
the-art audio-visual and software backup.

Seating capacity:

Class
Theatre U Shape Cluster
room
50 25 35 50

BANQUET AREA SIZE

Aangan:
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Sr Descriptio Size Quantity
No. n
1. Aangan 21070*8740*4200M
M
2. Round 1520mm 9 Nos
Table
3. Chairs 550*450mm 90 Nos
Baithak:

Sr No. Description Size Quantity

1. Board 12435*5575*5600MM
Room
2. Round 1520mm 3 Nos
Table
3. Chairs 550*450mm 30 Nos

SERVICE TAXES AND VAT

Items Service VAT Total

Tax
Food & Soft 9.8% 12.5% 22.3%
Beverage
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Alcoholic 14% 20% 34%
Beverage
Hall Rental 14% - 14%
AV equipments 14% - 14%
BQT Internet 14% - 14%

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FACILITIES IN HOTELS:
Swimming Pool

Gym (Photo)

FITNESS CENTER

Hours: 24 Hours, 7 days a week

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Equipment and Services

 Cardiovascular Equipment
 Free weights
 Additional equipment: Crosstrainer
 Fitness classes: Complimentary
 Fitness services: personal fitness trainer,yoga instructor
 Special guest privil
 eges: Personal trainer

SPA:

TATTVA SPA:

Treat yourself to well-deserved pampering at our hotel's luxurious spa. Feel a sense
of renewal as you experienced one of our holistic therapies, expertly executed by
the professional team at our Hinjewadi, Pune spa.
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SERVICES, TREATMENTS AND AMENITIES ARE AYURVEDIC
TREATMENTS, BODY SCRUB, BODY WRAP, COUPLE'S MASSAGE,
FACIALS, FOOT BATH, MASSAGES ETC ARE PROVIDED.

Hours: Mon-Sun: 10:00 AM - 10:00 PM

BUSINESS CENTRE:

Guest Room Amenities :

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VIP AMENITIES PLACED IN A ROOM

VIP – 1

These are heads of state, ministers and international celebraties.

ROOM

1. A full bar set up(whisky, gin, rum, vodka, brandy). Aperitif, beer, soft drinks,
mixers, mineral water and salted nuts.

2. A large flower arrangement.

3. A platter of chocolate.

4. Petit fours.

5. A large fruit basket.

6. A platter of cookies.

7. A platter of dry fruits.

8. Personalized stationary.

BATHROOM

1. Bath role with guest initials.

2. Lowelling slippers.

3. Bubble bath.

4. A tray of a sorted soaks.

5. Moisturizers.
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6. After shave lotion.

7. Bathroom kit, toothbrush, toothpaste.

8. Disposalile razor and shaving cream.

9. Bud vase.

10. Weighing scale and exerasing.

VIP – 2

These are presidents of large companies, to people in hotel’s own company

onliossadors and well known personifies.

ROOM

1. A partial bar setup with 2 spirits, beer, soft drinks and mineral water.

2. A medium sized flower arrangement.

3. A medium sized fruit basket.

4. A platter of chocolates.

5. Persnalized stationary.

BATHROOM

1. Bath role with guest initials.

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2. Lowelling slippers.

3. Bubble bath.

4. A tray of a sorted soaks.

5. Moisturizers.

6. After shave lotion.

7. Bathroom kit, toothbrush, toothpaste.

8. Disposalile razor and shaving cream.

VIP – 3

These are regular guests and crew members.

BATHROOM

1. Bath role.

2. Loweling slippers.

3. Bud vase.

4. Bubble bath.

5. Bathroom kit.

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VIP – 4

These are group leaders, tour leaders and journalists.

ROOM

1. Small flower arrangement.

2. Small fruit basket.

3. Soft drinks.

BATHROOM

1. Bath role.

2. Bathroom slippers.

3. Bathroom kit.

SUPPLIES IN A BATHROOM

1. BATH TUB

Tub mat, bathmat, bath soap, mug, showerhead, shower cuicle.

 Bath towel
 Shower cutain
 Rod

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2.WASH BASIN SIDE

 Hand towel(2)
 Face towel(2)
 Well mouted mirror
 Hair dryer
 Tooth brush glasses(2)
 Electric switch plate
 Shower/Shaving kit
 Face tissue box
 Extra toilet roll
 Ashtray
 Shower cap
 Soaps/Shampoo
 Moisturizers, lotion
 Nail fill

UNDER THE WASH BASIN SIDE

 Bathroom supplies
 Sanitary line with disporalle lags
 Weight scale

3.WATER CLOSET (W.C.)

 Sanitary disinfectant slip/loard(in vacant room)

 Toilet roll holder in a triangle bar fold
 Deodriser(odinil stick)
 Shoe shine slip
 Wall mouted telephone
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4.ENTERANCE OF BATHROOM

 Full length mirror facing the room behind

 Cloth bags, Bath role
 Bottle opener on the door frame inside the bathroom.

HAIRARCHY

FOOD PRODUCTION

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Sections wise hierarchy:-

Meat fabrication:-SujitGawade

Fish Preparation:-PramodYadav

GardeManger :- Sunil Sherkar

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Soups:-DhirajChanu

Vegetable Preparation:-VinodKandpal

Bakery & Confectionary:-Umesh Joshi

Hot range:-

Outlet kitchen:- Vikki Kumar

Outlet Show Kitchen:-Pannalalkumar

Banquet Kitchen:-

Continental Kitchen:-RohanTiwari

Indian :-Rajendra raj Kumar

LOCATION OF THE KITCHEN:-

Lobby Level Coffee Shop/ Room service Kitchen,

Main Kitchen, Garde manager and
Butchery,

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Basement Level I Bakery and Confectionery,
Basement level II Cafeteria Kitchen

COFFEE SHOP/ROOM SERVICE KITCHEN:-

All menu items except tandoori items such as roti’s, kabab’s etc. picked up from the
Main-Kitchen and Chines and Thai dishes Picked from the Continental Kitchen. It
serves to the Coffee shop, Room service, Executive lounge, Banquet.

GARDE MANAGER AND BUTCHERY:-

All types of salads, chats are prepared here.

It serves to the Coffee Shop, Room Service, and Banquet

BUTCHERY:-

It is located in the gardmanger section, all types of meat and poultry cuts are
supplied from here to various kitchens. Also sea flesh(fish , prawns , crabs ,
lobsters,…), ham , chicken cold cuts, meat pate, etc are supplied from here.
Coleslaw, Russian Salad, Waldorf Salad, and various salads.

Others: Cutting of various fruits for room service and coffee shop, making VIP’s
fruit basket, carving of various fruits.

Cutting of various meats: Chicken, Pork, Mutton, Beef.

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Others: Different grades of prawns, various fishes – Pomfret, Lobster, Crab,
Bombay Duck, Betki, etc.

BAKERY AND CONFECTIONERY:-

Serves all types of cakes, pastries, bakery items, mousses, gateaux,

It serves to the Coffee Shop, Room Service, Banquet and Executive Lounge.

Bakery Items :- Various Breads, Pizza Base, Burger Bread, Breads Ticks, Brown
Bread, Bread Rolls.

Pastries :- Danish, Choux, Flaky, Short Crust Pastries.

Gateaux:- Black Forest, With Forest, Mix Fruit, Pineapple.

Others :- Muffins, Various Mousses, Blue Berry, Chocolate, Apple and cinnamon
pie, Apple Strudel, Cookies, Brownie, Strudel, Cookies, Brownie.

BREAKFAST MENU

Sausages

Chicken cutlet

Ham

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 Baccon

Lamp Curry Puff

Italian Rice Ball

Pancakes

Fresh Toast

Baked Beans

Grilled Tomato’s

Harsh Brown Potatoes

MeduVada

IMPORTANT POINTS REGARDING CNC KITCHEN:-

1. All the temperature readings of potentially hazardous foods are noted and
followed strictly.
2. All potentially hazardous food is kept below 5 c or above 60 c.
3. The Food handler carries accurate food thermometer for maintaining the
right temperature of food if necessary.
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4. the sanitized and safe poultry product egg and stored below 5 c.
5. There are tags maintained and attached to the finished food product such as
lamb product or poultry product or Vegetarian Product.
6. White chopping boards are used for ready to eat food and Red chopping
boards are used for processing raw food.
7. The raw food is stored below ready to eat food and Glass containers are
stored on lowest shelves.
8. The potentially hazardous left over food from banquets or daily lunch buffet
must be discarded.
9. There is a process of pest control carried out in the entire kitchen area after
every 21 days in night shift.
10. Protection of all foods is done from croons contamination from
receiving to serving.
11. There is an arrangement of Pesto flash at the entrance of every kitchen
for killing insects,
12. There is an arrangement of Pesto flash at the entrance of every kitchen
for killing insect.
13. Coolers (3 c) and freezers (-18) equipped with thermometer and
maintained daily logs
14. Dish washer water temperatures: For washing 70-75 c, Rinse 80 c.

BUFFET DISPLAY:-

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 Food and Beverage Service Department

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 Sections wise hierarchy:-

Coffee shop:- Samar Rawat

Restaurant :- Rahul Shukla
Bar:-Akash shelke
Room Service:- mini bar:Hrishay Raj
Breakfast service:-Digvijay patil
Executive Lounge:-Mawi Biak

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 BANQUETING & MEETINGS:-

Aangan :-

"Aangan" accommodates up to 150 persons in a theatre style. It has a large pre-

function area and courtyard. The Aangan can be divided into two for smaller
functions.

Seating Capacity:-

Class
Hall Theatre U Shape
room
Aangan 150 55 80
Aangan1 70 35 35
Aangan 2 70 35 35

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Baithak:-

This is our multi-purpose meeting and conference venue with a pre-function area
with excellent contemporary furnishings, lighting, state-of-the-art audio-visual and
software backup.

Seating capacity:-

Theatre U shape Class room Cluster

50 25 35 50

BANQUET AREA SIZE:-

Aangan:-

Sr No. Description Size Quantity

1. Aangan 21070*8740*4200MM
2. Round Table 1520mm 9 Nos
3. Chairs 550*450mm 90 Nos

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Baithak:-

Sr No. Description Size Quantity

1. Board Room 12435*5575*5600MM
2. Round Table 1520mm 3 Nos
3. Chairs 550*450mm 30 Nos

SERVICE TAXES AND VAT:-

Items Service Tax VAT Total

Food & Soft 9.8% 12.5% 22.3%
DJ – 14%
Beverage
Alcoholic 14% 20% 34% service tax
Beverage & and
Hall Rental 14% - 14% allowed till
AV 14% - 14% 10.30pm
equipments
BQT Internet 14% - 14%

Breakfast:- 499+ tax

 Lunch :-1200+tax
 Dinner :-1600+tax

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 BEVERAGE LIST

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 Housekeeping:-

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 Sections wise hierarchy:-

Laundry:-RajkumarYadav

Lost and found:-MilindTharwade

Floor pantries:-MadhavJadhav

GENERAL CLEANING (DONE IN THE DAY TIME):-

1. Dusting of furniture and fixtures.

2. Dry mopping of the floor.

3. Window cleaning.

4. Upper of uppolstery, furnishings.

5. Repositioning of furniture.

6. Removal of shots and stains.

7. Flower arrangement and cleaning of counters.

8. Empting of shtray.

EXTRA CLEANING

(ALLOCATED ONE DAY OF THE WEEK)

1. Wiping of planters, hots, cleaning of stores.

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2. Brasso of door handle, rails etc.

3. Wiping of window frames.

4. Cleaning of groves, jalies etc.

5. Washing of mats.

SPECIAL CLEANING (DONE IN THE NIGHT):-

1. Floor scrulling and polishing.

2. Carpet cleaning and shampoo.

3. Brasso of all articles.

4. Word polishing.

5.Chandeliar cleaning.

6. Uppolsteryvaccuming.

7. cleaning of porch.

LOUNGE AREAS:-

GENERAL CLEANING:-

1. Dusting of furniture and fixtures.

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2. Dry mopping of the floor.

3. Window cleaning.

4. Upper of uppolstery furnishing.

5. Removal of shots and stains.

6. Empty of ashtray.

7. Flower arrangement and cleaning of counters.

8. Repositioning of furniture.

9. Wiping of table’s and chair along with clearance.

FRONT OFFICE

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SECTIONS WISE HIERARCHY:-

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Reception :-Pooja Sisode

Bell desk :-Abhinandan Kumar

Back office :-Ekta Rai

TELEPHONE ETIQUETES

SOME MUST DO’S:-

 All calls must be answered within three rings.

 Always smile while answering a call.
 Speak in a polite and clear manner.
 Never screen calls whether it is for a guest or an associate

DESIRABLE TRAITS:-

 Pleasant Sounding
 Pitch variations
 Normal rate and arise in volume
 Distinct articulation
 Sounds like you are smiling
 Ample Force
 Stresses proper accent.
 Be natural.

UNDESIRABLE TRAITS:-

 Nasal
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  Sound throaty
 Raspy
 Squeaky sound
 Boring and monotone
 Too weak
 Too many pauses
 Too loud
 Fake

MARRIOTT’S PRINCIPLES OF HOSPITALITY:-

1. Smile and greet every guest.

2. Speak to the guest in a warm, friendly, courteous manner.
3. Display genuine and enthusiastic interest in the guest; pay complete attention.
4. Anticipate guest needs and be flexible in responding to them.
5. Be knowledgeable about your job.
6. LEARN to take ownership of guest problems and resolve them

GROOMING STANDARDS:-

Objective:-

To establish and maintain a uniform standard of appearance for all associates and
provide for its implementation and equitable enforcement, as our associates come in
frequent contact with guests.

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Minimum Standards:-

Each associate working in direct or indirect guest contact should be well groomed,
which is part of giving customers the security that the hygienic standards of the
hotel are at a top level.

GROOMING FOR GENTLEMEN:-

Hair:-

 A conservative and well trimmed hair style must be maintained at all times.
 A neat gelled back look appears smart on most hair types.
 Hair must not touch the collar or ears or fall over the forehead.
 Hair must be cut straight at the back.
 No scented oils or hair dressings at work. Use only hair gel or hair cream.
 Turbans if worn by Sikhs must be black or as per their uniform color.

Face:-

 Clean shaven. No stubble beard or moustache.

 Moustache if maintained should be well trimmed, above lip level and not
drooping over.
 No beards, exception for Sikhs. Must look neat by gelling back or using a
beard net.
 Sideburns should not be longer than half the length of each ear.

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Hands:-

 Regularly washed.
 No marks or nicotine stains.
 Nails: Clean and short with even length and well trimmed.

Personal Hygiene:-

 Bathe daily and use a deodorant after bath to avoid body odour.
 Mouthwash often and brush teeth twice a day to avoid bad breath.
 Smokers should take care to avoid nicotine stains on teeth and hands, as well
as “tobacco breath”. Smokers should rinse their mouth before returning to
their areas of work.
 Chewing pan or gutka is forbidden.
 Wash your face frequently to appear fresh.
 Offensive habits should be avoided like :

 Picking teeth, nose or ears.

 Sneezing without covering the mouth.
 Belching loudly.
 Continuously rearranging hair or clothes in guest contact areas.
 Making noise while chewing food.

Accessories:-
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  Ties must be knotted with a double knot.
 No personal tie-pins and cufflinks to be worn with uniform.
 Religious treads if worn should not be visible below the cuff.
 Only a formal black / Cherry Red leather belt with simple buckle is to be
worn, as mentioned in the Uniform standards.

Shoes:-

 Shoes should have well repaired heels at all times.

 Only approved colors as per the Uniform Standards; polished daily with wax
and buffed up after meal breaks.
 Laces should be tied neatly at all times.
 Black / Brown socks as per the shoe colour alone should be worn and should
be clean and odorless.
 Work shoes should not be worn outside the hotel.

Jewellery:-

 Restricted to a maximum of two rings and no more than one ring per hand.
 No Bracelets or necklaces to be worn.
 A watch of conservative design with a plain simple face is allowed and the
strap must only be silver, steel or leather. Colored straps are not to be worn.
 Ornate and colored spectacle frames are not allowed.
 Spectacle frames should be conservative and well fitted.

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GROOMING FOR LADIES:-

Hair:-

 Hair should be left open only if above shoulder length. While at work it
should be away from the face.
 Shoulder length or longer hair must be pulled back in a bun or tied back neatly
in a pony tail and then be fastened in a black hair net.
 Fringes or hair coming over the face is not allowed.
 Plaits are not allowed.
 Hair accessories should be black and minimal.
 No hair dye except Black or original hair color permitted.
 Highlighting or streaking of hair is not permitted.
 Short hair should be cut in elegant contemporary style, which is manageable
and looks neat throughout duty hours.

Make-up:-

 Day make-up should be subtle. Light to medium shades of pinks, peaches and
russets should be used.
 Evening make-up should be deeper colored. Maroons and rust suit most
Indian complexions
 Eye make-up should consist of a light application of mascara, a light shade of
eye shadow, and kohl or eye liner application.
 Dark shades of eye shadows e.g. Brown, bright pink, red are reserved for the
evenings only.

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  Dark circle should be covered with under eye make up.
 Blush-on on the cheek bones and along the neck is a must. It enhances your
features.
 Permissible lipstick colors as per uniform standards to be used only.

Hands:-

Hands should always be clean and well – manicured.

 Mehendi designs are not allowed. Written permission from the Executive
Committee Member should be obtained if there is a marriage in the immediate
family. Mehendi should be bleached off before resuming duty after the
ceremonies. An exception will only be made if the associate has herself got
married.
 Nails should be well shaped at the same length on both hands. Approved Nail
Polish colors as per uniform standards to be worn evenly on both hands at all
times, whilst on duty.
 Nail polish should not be chipped.

Shoes:-

 Only black or brown closed shoes to be worn on uniform.

 Shoes worn should not expose the toes or heels.
 Shoes should be well polished and heels should be in good condition.
 Stilettos are not allowed.
 A minimum of 1 inch heel should be worn as flat shoes give a rather ungainly
walk and could be avoided.
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  Only black or skin tone stockings as per Uniform Standards to be worn with
skirts. Stockings should have no runs or tears.

Jewellery& Accessories:-

 Ornate and colored spectacle frames are not allowed.

 Spectacle frames should be conservative and well fitted.
 Ear rings to be restricted to a maximum of one pair.
 Ear rings worn on the earlobe should be studs only not more than ½ cm in
width.
 All ear rings should be in gold, silver or pearl. Colored ear rings not
permitted.
 Only a simple thin chain should be worn on duty.
 Anklets not permitted.
 Brooches/ accessories that are not part of the uniform are not permitted.

Rules and regulation of the hotel for staff :-

 Arrive in time, inspired and motivated.

 Dress up properly and maintain high grooming standards.

 Smile naturally on stage and backstage.

 Be proactive and motivate each other.

 There is no mine, everything is ours.

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 Even if smoking is not good for you, you are only allowed to smoke in the
designated staff area. (As per hotel policy)

 After smoking, please consider our guests and colleagues, wash your hands &
take a mouthwash or mint.

 Breaks are important but don’t take extensive ones.

 Never Ever leave your Desk unattended.

 Always communicate your position with your team mates.

 Keep your eyes open, observe and check our environment permanently.

 Report any irregularity.

 It’s your responsibility to keep our hotel clean, maintained and stylish.

 Every guest is a VIP.

 Never say I don’t know or/and it’s not my job, always offer an alternative.

 Chewing doesn’t look good on you.

 Don’t lean on the wall, the wall can stand by himself.

 Keep your mobile on silent mode and do not speak on mobile in the guest
areas.

 Don’t hide your mistake, Instead learn from it.

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  Do not disclose guest details: like profiles, C.C No. and current guest balance
outside the hotel.

 Dispose (by shredding) any outdated internal or guest documents after a

specific period of time.

 Mask guest Credit Card no. when implying on emails.

 Never say out the guest room number, instead point out the room number
displayed on the key card or indicate which floor they will be allocated on.

 Always confirm guest detail discreetly before renewing loss guest key. 

 Be cautious with money.

Learning And Observations

F&B SERVICE (Banquet)

1. Learned how to do table setup.

2. Learned how to do napkin fold.
3. Learned hoe to make takeaways.
4. Learned food and beverage knowledge.
5. Learning grooming standard.
6. Learned sideboard setup.
7. Learn to work as a team player.
8. Learned how to handle guest complaint.
9. Distribution of work as per time.
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 10. Learned being a good host.

FRONT OFFICE

1. Effective communication with guest.

2. Processing the guest reservation .
3. Handling the guest reception.
4. Fulfill the guest enquiry usage in the hotel such as internet
facilities,safe deposit.
5. Check-in and check out the guest.
6. Other departments of the hotel etc.
7. Maintaning the room status.
8. Various reports prepared by reception
9. Key check policy
10. Mail & message handling procedures
11. Departure control
12. Percentage of no-shows to calculate safe over booking
13. Group and crew rooming, pre-preparation and procedures
14. Scanty baggage policy

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 HOUSEKEEPING

1. The housekeeping departments personnel include maids, chief of housekeeping

department, supervisors and senior maids.
2. Housekeeping department, as well as the front-office, works in the round- the –
clock mode with 3 shifts.
3. Depending on the hotel status, room cleaning can be performed once or several
times a day.
4. The higher the rank of hotel, the more frequent a room cleaning.
5. Observe how woodwork, brass work are kept spotlessly clean and polished.
6. Observe procedure for handling soiled linen & procurement of fresh linen.
7. Observe the procedure for Freshen up and Turn down service.
8. Observe room layout, color themes and furnishings used in various categories
and types.
9. Carpet brushing and vacuum cleaning procedure.
10. Windowpanes and glass cleaning procedure and frequency.

RECOMMENDATIONS

The training at the COURTYARD MARRIOTT HOTEL, gave me the practical

experience of various jobs in major sections. I could put my theoretical knowledge
to practice and increase my practical knowledge and also the confidence of
handling the guests.

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Apart from practical experience I also came to know about the internal setup of an
environment in the hotel, how it works and co-ordination between the different
departments to satisfy the guest needs and more importantly the discipline and
courtesy one is suppose to display.

This experience has taught me to have a positive attitude toward life and helped me
capable of handling different problems in the industry efficiently.

TRAINING EXPERIENCE

GOOD EXPERIENCE-
1)I have got a practical knowledge in major section.
2)I put my theoretical knowledge to practice and increase my practical knowledge.
3)I have got a idea about how to handle a guest and guest problem.
4)Apart from practical experience I also came to know about the internal setup of
an environment in the hotel, how it works.
5)It helps to build a self confidence.
6)It helps to increase my capacity it required for the to do complex job & at the time
of hard work.
7)Reduces time to be taken while doing a work because of planning of work, hence
the work will be efficient and effective.
8)Improved performance in existing job , thus developing the potential for the
future.

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9)More of interactive & lively experience of learning than classroom type thus
enabling the individual to pay more attention and put in his/her best.
10)One can also decide which department he/she would like to join and can try to
concentrate in that department and show his skill can work on it as well.
11)It helps me to developed my idea.
12)It helps me in the future while working in hotel industry.
13)It helps me how to handle a big function with silently.

BAD EXPERIENCE-
1)Sometimes they do not appreciate our ideas.
2)Morewastages about food is big issue.
3)Sometimes ,supervisor gives more work at the same time it occurs more issue.
4)Customer do not satisfy because of staff behaviour that affects to hotel review or
image.
5)Queries about instruments & facilities i.e. as compare to foreign country they do
not provide a such type of equipment.
6)Some staff does not follows precaution like safety, hygiene, etc.
7)Sometimes they do not listen our queries & problem.
8)At the time of big function they do not provide healthy food & service.
9)The no. of staff is always affect at the time of big function.
10)Sometimes supervisor angry because of other staff fault.
11)Sometimes they do not handle veg and non-veg things properly.
12)Sometimes fight occurs between staff because of load work.
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13)More waiting of customers order is always affects hotel image.

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