BACHELOR’S DEGREE IN HOSPITALITY STUDIES

INDUSTRIAL TRAINING

AT

“MELUHA THE FERN”

THE REQUIREMENT FOR THE S.Y.BSc (H.S)

SEMESTER III

(2019-2020)

SUBMITTED BY

GUPTA VISHAL GHANSHYAM

VIVA COLLEGE OF HOTEL AND TOURISM MANAGEMENT STUDIES

VIVA COLLEGE ROAD

VIRAR (W)

PALGHAR -401303

1
 INDEX

SR.NO TOPIC PAGE NO

1 ACKNOWLEDGEMENT

2 METHODOLOGY

3 SYNOPSIS

4 HOTEL INTRODUCTION

5 TRAINING SCHEDULE

6 TRAINING EXPERIENCE

7 CONCLUSION

2
 ACKNOWLEDGEMENT

I Mr. GUPTA VISHAL GHANSHYAM would like to thanks to my college as well as

to my training & placement department and my college principal Mr. DEVASHISH

VAKIL for giving me opportunity to start my training from MELUHA THE FERN,

POWAI hotel.

I would like to thanks to my hotel training and learning department manager Mr. NITIN
BAHL for giving me the opportunity to work in his organization. I would also like to
thank to my each department senior and junior staff for supporting me during my training
period. As I gained some theory and practical knowledge about all the departments.

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 METHODOLOGY

In the course of preparing this Industrial Training Report on my training at

MELUHA THE FERN, POWAI. I’ve gained information from my hands on employees
in consultation with the employees at MELUHA THE FERN, POWAI.

Industrial Training Report has given an insight into general functioning of

the hotel MELUHA THE FERN, POWAI. It has also given an idea about functioning of
various department of the hotel MELUHA THE FERN, POWAI.

While preparing this report I have come to know about its sources of
revenue and how it is different from other hotels and what is their target market.

This report will go through various department of MELUHA THE FERN,

POWAI and will give you through information on analysis of various departments, I’ve
worked through. This department includes Food Production, F&B Service,
Housekeeping, and Front Office.

Preparation of this report has given me information about MELUHA

THE FERN, POWAI.

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 SYNOPSIS

It is a golden opportunity given to me prepare this Industrial Training Report on

my training at hotel MELUHA THE FERN, POWAI. To develop further interest in this
subject and to gather as much information as I can.

This Industrial Training Report is based on my experiences during my Training

period

The first part speaks about the hotel. The second part speaks about the functioning
of various departments of hotel. The third part speaks about the department ,summary
and their functioning & my training experiences.

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 ABOUT THE FERN

With the baseline 'Leading environmentally sensitive hotels', The Fern Hotels & Resorts
is amongst the fastest growing hotel brands in India. A living thing, the fern is a perennial
plant, retaining a rare consistency and many of it best characteristics over millions of
years. It is an epitome of pedigree flora and aptly represents us, The Fern Hotels &
Resorts. We have a vibrant pipeline of 25 projects in various stages of development. The
Fern is a collection upscale hotels and resorts. This is a full-service experience with
premium accommodation and services. The Fern Residency is a mid-tiered experience of
hotels and resorts in the 3 and 4-star categories. We offer up market accommodation and
services ideally suited to the emerging traveller.
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Concept Hospitality Pvt. Ltd. is India’s leading environmentally sensitive hotel chain and
amongst the fastest growing management companies in India, with 58 hotels & resorts
and 2800 rooms currently operational under management across 42 locations in India &
abroad under The Fern, The Fern Residency, Beacon Hotels and a selection of
independently branded hotels. Concept Hospitality is a professionally managed hotel
company with expertise in managing and operating environmentally friendly hotel
properties.

The company has substantial experience in consulting on the design, construction,

management and marketing of major hotel projects and resorts and currently has a
presence in the major cities of India, namely Agra, Ahmedabad, Ajmer, Alibaug,
Amritsar, Asansol, Bengaluru, Belagavi (Belgaum), Bhavnagar, Bhimtal (Nainital),
Bhopal, Bhuj, Chandigarh, Dapoli (Ratnagiri), Dharampur (Kasauli Hills), Dwarka, Goa,
Hyderabad, Jaipur, Jamnagar, Jodhpur, Karad (Maharashtra), Kolkata, Lonavla,
Madhavpur (Gujarat), Manali,

Mumbai, Mundra, Navi Mumbai. New Delhi, Parbhani (Maharashtra), Pune, Rajkot,
Sasan Gir, Satara (Maharashtra), Somnath, Surat, Udaipur, Udupi, Vadodara, Bharatpur
(Nepal), Kathmandu (Nepal), Seychelles (Mahe | Praslin | La Digue)

The company is a part of CG Hotels & Resorts which operates hotels, resorts, residences
and spas across Asia, Middle East and Africa.

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 MISSION

THE FERN BRAND PROMISE

The Fern Hotels & Resorts strives towards continuously and consistently delighting our
guests with excellent hospitality and services by creating pleasant memories, while
promoting sustainability in the areas of water, waste and energy management,
strengthening our community relations and assuring good returns to the environment at
large.

For people who 'care', The Fern is the brand that goes out of its way to deliver authentic
and enriching experiences that make their world feel bigger. The promise is a premium
standard of amenities and service with a true passion for the environment.

In a world where guests require proactive, individualised service, The Fern delivers much
more. Luxury with elegance and personalised service, and all the contemporary facilities
packaged together with minimal impact on the environment.

Being 'environmentally sensitive' comes from our key beliefs.

 We believe our environment is a unique thing. 

 We believe the environment is our responsibility.
 We believe we all care about protecting it..
 We believe the environment is the legacy our future generations inherit.
 We believe in spreading our knowledge by creating awareness.
 We believe in growing our experiences and our knowledge with other
people.
 We believe that there are others out there who think the same way.

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 THE FERN WAY

 It is when you 'care' about making the most of the resources at hand.
 It is about the right balance of hospitality luxury and environment
sensitivity.
 It is when you care for others as much as you care for yourself.

OUR BRANDS

Advantages

At The Fern, we value our partners and the strength of our relationships. We offer
the advantage of an excellent management track record and pioneering industry
leadership. We are a leading hotel management company in India with some of

9
the best known industry peers as partners. These are some of the advantages you
will have when you partner with us:

 Dedicated Marketing & Social Media Team: Strong e-channel marketing

(through GDS & web optimization)
 Strong Domestic Sales & Marketing Infrastructure: We have extensive
reach and penetration (Mumbai, Pune, Bengaluru, Delhi, Chennai,
Hyderabad, Ahmedabad) and growing.
 In-house Training & Human Resource Development Division: We are
operationally strong, with a constant flow of the country's highest rated
young hospitality professionals. You will receive over 56 custom-made
training programmes with the ability to attract and retain staff in a
competitive environment.
 Strong Management Focus: We offer established policies and procedures
from the top management downwards. Our teams are skilled and highly
motivated.
 Proven Ability: We provide technical and pre-opening services, and the
operations of highly successful hotels with the ability to quick to changing
market trends.
 HVS Eco Services: We have an exclusive tie-up with to plan and operate
eco-certified and eco-sensitive hotels and resorts in India.
 Focus On Guest Needs & Feedback: We have a high level of guest
satisfaction, consistently.
 A strong commercial focus on bottom line delivery & personalized
attention to clients
 Loyalty Programmes: We have two customized guest loyalty and
membership programmes
 Awards: Numerous accolades and recognition for innovation and
excellence.

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11
 MELUHA THE FERN-AN ECOTEL HOTEL
A 5 star environmentally responsible hotel with 37 awards to its credit,
Meluha The Fern An Ecotel Hotel, in Mumbai is the world’s only hotel to
have an ecotel certification and a LEED Gold rating. Located in the heart of
Hiranandani Gardens, Powai, and situated in close proximity at a distance of
8kms and 12 kms from the international and domestic airports, this 5-star
hotel with 141 rooms and suites and was named in honour of the legendary
Indus Valley Civilisation. With easy access to Mumbai’s main transit options,
and within a 10 kms radius of the NESCO convention centre in Goregaon and
Bandra’s BKC business areas and a 6 kms radius from MIDC, SEEPZ and the
IIT campus, Meluha The Fern, Mumbai, is the ideal business hotel for the
discerning traveller. Local attractions: Gateway of India, Juhu Beach, Isckon
Temple, Elephanta Caves, Marine Drive, Film City, Hakone. Debit and credit
cards will be authorised at check-in for the amount of your stay, plus an
amount to cover incidentals.

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 ADDRESS:
Meluha The Fern
Central Ave, Hiranandani Gardens, Powai, Mumbai, Maharashtra 400076

Hotel surroundings 
Closest Landmarks *
 Powai Lake 1.1 km
 Indian Institute of Technology, Bombay 1.6 km
 R City Mall – Ghatkopar 2.1 km
 NITIE 2.6 km
 Vihar Lake 3.2 km
 Phoenix Market City Mall 4.3 km
 SIMSR 5.2 km
 Lokmanya Tilak Terminus 6.7 km
 Andheri Train Station 6.8 km
 Mumbai Domestic Terminal 1 6.8 km

Natural Beauty *
 Powai Lake Lake 1 km
 Juhu Beach Ocean/Sea 10 km

Closest Airports *
 Chhatrapati Shivaji International Airport 4.3 kmMost Popular Landmarks *
 ISKCON 8.9 km
 Prithvi Theatre 9.1 km
 Kanheri Caves 9.9 km
 Mindspace 10.3 km
 Pali Hill 10.5 km
 Aksa Beach 13.8 km
 Siddhi Vinayak Temple 14.1 km
 High Street Phoenix mall 16.4 km
 Nehru Science Centre 17.2 km
 Haji Ali Dargah 18.5 km

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THE MAP

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THE LOBBY

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 ACCOMODATION

THE FERN STAY

Room Amenities

 Air conditioning
 Hairdryer
 High speed wireless
 Desk
 Turn down service
 Alarm clock
 Bathrobe
 Bathroom amenities
 Bottled water
 Coffee/Tea maker
 Rollaway bed
 Wake-up calls

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 WINTER GREEN ROOM

These 280 sq. ft. deluxe luxury rooms are well-appointed with modern
amenities and comfort. It comes complete with a host of amenities including
a work space, relaxing lounge chair, comfortable bed, TV and a soothing
décor creating a perfect abode after a busy working day

Winter Green Room are tastefully decorated room with soft light and cozy interiors.

Amenities
• Luxurious feather mattresses
• Custom duvets

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• Luxury Linens
• Writing Desk With High Speed Internet Connection
• Laptop Friendly Safes
• Wardrobe
• Complimentary Mineral Water Bottles
• 24 hrs hot and cold water.
• Eco friendly bath amenities
• Hair Dryer
• Tea/coffee maker
• In-room dining
• In-room safe
• 42 inch LCD TV with Multi Port Jack with Cable Connection
• Light Makeup/Shaving Mirror
• Shower Cubical
• Complimentary mineral water bottle

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 FERN CLUB ROOM

The 340 sq. ft. Fern Club room envelops you in luxury and space when you set foot in.
With its enhanced business facilities, spacious working desk, dining area, comfortable
lounge sofas and spacious bathroom, the Fern Club rooms offer its occupants a perfect
luxurious setting and the convenience of conducting business as usual from the comfort
of your room
Fern Club room category is available with Non-smoking rooms only

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 HAZEL SUITE

For those who believe in the good life, the Hazel Suite is the perfect pick. These
executive 485 – 546 sq. ft. suites allow guests to experience sheer luxury with its
stylishly appointed separate bedroom and living areas providing ample space and
complete privacy, a luxurious closet and a 42-inch LCD TV & working desk. The living
area comes furnished with plush couches, a dining table set for four and a Second 32-inch
LCD TV and a well-stocked soft drink bar. The spacious bathroom features marble floors
and a separate soaking bathtub.

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 FERN CLUB SUITE

Located on the club floor this 658 to 764 sq. ft suite envelops you with a sense of calm,
space and luxury when you set foot in. With its enhanced business facilities, spacious
working desk, dining area, comfortable lounge sofas and spacious bathroom, luxury
linen, a 42 inch LCD and extra long beds, the Fern Club Suites rooms offer its occupants
a perfect dose of the good.

Fern Club rooms are modern styled rooms with impeccable design and interiors
for leisure and comfort. Amenities
• Luxurious feather mattresses
• Custom duvets
• Luxury Linens
• Writing Desk With High Speed Internet Connection
• Laptop Friendly Safes
• Walk in wardrobes
• 42 inch LCD TV With Multi Port Jack with Cable Connection
• Complimentary Mineral Water Bottles
• Eco friendly bath amenities
• Hair Dryer
• Tea/coffee maker

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• In-room dining
• Shower cubical
• In-room safe
• Light Makeup/Shaving Mirror
• Complimentary mineral water bottle
• Small kitchenette with Microwave Oven

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 SWIMMING POOL

GYM AND FITNESS CENTRE

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 FRO
NT OFFICE

Front Office

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 First impression is the best impression. The Front Office function of a Hotel is
to act as the public face of the hotel, primarily by greeting hotel patrons and
checking in guests. Front Office is the most important Department of any hotel
where the Guests come in direct contact with the staff and the success of any
Hotel is most dependent on how the Front Office is manned and their cordial and
receptive attitude towards the Guests.

The front office is the nerve centre of hotel operations. Hotel personnel are there
to serve guests. An important aspect of this is providing a good first impression of
the establishment to guests.

Front Office Manager

The front office manger overseas all front office operations for the hotel. As staff
manager, he / she schedules employees to ensure that there is proper coverage and
all times. When VIPs, such as celebrities or dignitaries, stay at the establishment,
he/she is often responsible for giving them the personal attention they require. In
most instances, the front desk manager reports to the hotel’s general manager.

Reception

When a guest enters the Hotel then 1st the Bell Desk staff greets the guest and
guides him/her to the Reception. The Receptionist welcomes the guest and
enquires if he/she has a room reservation, the type of room they would like to stay
in. On his choice such as non-smoking, an appropriate room of his choice shall
be assigned to him and his registration process shall be completed on to his
computer terminal. For the identity proof, the Receptionist shall politely ask for
his passport (for international guests) and for Indian national guests any ID proof
such as PAN Card, Voters Card, etc. The 1st page of passport copy and visa
page shall be scanned for international guests and for Indian national guests, their
ID provided shall be scanned and kept in record as required by the hotel policy

25
for proof of identity. Then the front office staff makes the key for the room and
the GRE staff escorts the guest to their respective room.

Check-out Process

Guests check-out process will also be handled by the Reception Desk. The
Reception will receive the room key from the Guest and he will politely enquire
with the guest if he / she has used any mini bar. The invoice will be prepared by
the Reception and Guest will sign and settle the invoice either by cash or through
acceptable credit card.

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Guest Relation Executive (GRE)

Guest Relation Executives are the front office personnel who assist the guest to
their respective rooms and explains them the various amenities placed in their
rooms. On the way to their room the GRE explains the facilities of the hotel and
the directions to the different places like the restaurants, swimming pool, health
club etc. The GRE even shows the fire exits which are nearest to their room.

Bell Service

When a guest arrives at the Hotel 1st the Bell Desk staff greets them and takes
them to the reception. After the guest is allotted a room then the GRE staff
escorts the guest to their room. After the GRE escorts the guests to his room and
explains everything about the room, the Bell Desk shall carry the guest baggage /
luggage to the guest’s room and keep them at the place suggested by the guest.

Business Centre

The Hotel has Business Center which is offered to its valued guests.

The Business Center provides guests with facility with high speed internet,
secretarial services, photo copying services, fax, printing, courier services, etc.
The business centre even provides DVDs to the guest.

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FORMATS USED IN FRONT OFFICE
1. Allowance voucher: -
 Date
 Name of the guest.
 Room no.
 Company name.
 Rupees allowed.
 Received by
 Approved by
 RDL
 Credit manager sign.
 General Manager Sign.

2. Paid out: -
 Date.
 Guest’s name.
 Room no.
 Detailed explanation.
 Rupees
 Prepared by.
 Authorised by.
 Audited by.
 Received by.

3. C-Form: -
 Date.
 Name of the hotel
 Name of the foreign visitor in full.

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 Nationality.
 Passport no.
 Date of issue.
 Place of issue.
 Date of expiry.
 Address in India other than tourist.
 Date of arrival in India.
 Date of arrival in hotel.
 Arrival from.
 Time.
 Leaving for.
 Date of departure from the hotel.
 Whether employed in India.
 Duration of stay in India.
 Registration certificate/visa certificate no.
 Date if issue.
 Date of expiry.
 Place of issue.
 Receptionist.
 Manager’s signature.

4. MESSAGE SLIP: -
 Gsc.
 Date.
 Time
 Caller
 Telephone
 Message
 Name

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  Room no.

5. Notification slip: -
 Name of the guest.
 Date.
 Room no.
 Arrival time.
 Departure time.
 Change from room no.
 To room no.
 Remark.
 H/k, F/O, F&B, O.P.T.
 FORMAT OF SLIPS

ABOUT OUR COO

*A hospitality professional with a keen business acumen that stems from 17 years
of experience in the hospitality industry.

*An alumni from IHM Mumbai, Suhail has been instrumental in the growth and
development of Concept Hospitality and has fore-fronted the success of the Fern
brand across India.

*Launched Beacon as an Economy Segment Hotel Brand in 2015.

*Driving the vision to reach 100 hotels by 2020.

*With a strong process background, he has ensured key operating efficiency

standards across the portfolio.

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31
 FOOD &BEVERAGE SERVICE

Food and beverage service among hotels, restaurants and food outlets are handled by the
Food and Beverage Department, under the command responsibility of the Food and
Beverage Manager. Outlets with voluminous and complex operations usually have more
specialized division of labor.

MELUHA THE FERN-AN ECOTEL HOTEL, POWAI -MUMBAI

RESTAURANTS IN MUMBAI

Indulge in a scrumptious breakfast or a multi-cuisine lunch at our all-day cafe, Tiara, treat
your taste buds to a delectable European dining experience at Cesky or simply relax in
the comfort of your room and enjoy our in-room dining services.

Note: Swimming pool will be closed from 31st May to 10th June 2019 for maintenance
work.

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 CESKY

Cesky, a trend setting modern European cuisine restaurant at Meluha The Fern An Ecotel
Hotel offer you a chance at perhaps the most delectable and diverse culinary creations
ever. *Monday Closed

LUNCH
12:00 – 15:00 HRS
DINNER
19:00 – 23:00 HRS

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 TIARA

Located at the lobby level, our all day café offers guests a wide array of offerings ranging
from buffet breakfast to a-la-carte menus of Indian and international cuisines.

BREAKFAST
06:30 – 10:30 HRS
LUNCH
12:30 – 15:00 HRS
DINNER
19:30 – 23:00 HRS

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 TIARA BAR

Indulge in a scrumptious breakfast or a multi cuisine lunch at our all day cafe, Tiara, treat
your taste buds to a delectable European dining experience at Cesky or simply relax in
the comfort of your room and enjoy our in-room dining services.

BREAKFAST
11:00 AM – 1:00 PM

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 IN-ROOM DINING

Sometimes the perfect place to go is no place at all. In-room dining service presents a
high quality dining experience in the comfort of your room. On offer is a wide range of
international and Indian cuisines for all meals and snacks.Open for 24 hours.

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 MELUHA THE FERN-AN ECOTEL HOTEL, POWAI-MUMBAI
MEETING AND EVENTS IN MUMBAI

The Fern Hotels & Resorts offers leading banquet and event services in all our hotels and
resorts nationwide. With the latest meeting and AV equipment, and a dedicated area for
dining and pre-function needs, we are an ideal place for banquet and corporate events.
Plan your next event at The Fern, the perfect venue for you. Do try our Hassel free all
Inclusive packages, where we take care of all the little things that go into making your
event memorable.

Conference Hall

Meluha The Fern, Powai, Mumbai, has one of the largest indoor meeting and banquet
facilities, making it the first preferred choice for business and family events.

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TYPES OF SETUPS FOLLOWED IN BANQUETS:

As the day one has been dreaming about for years draws near, Hotel’s wedding-tested
staff stands at the ready to help turn his/her vision into wonderful reality.

The Hotel understands how important it is that one’s wedding goes according to plan, so
the Hotel’s planner will work with him/her every step of the way to make certain that's
exactly what happens.

Conference Style

Also, called the “board room style”, is recommended for groups that have less than 20
people. This arrangement can be setup by placing (2) six feet long rectangular banquet
tables side by side. The chairs will be placed around the perimeter of tables.

Lecture Style

If your event consists of general meetings and/or lectures, the lecture style arrangement
is suggested. This layout works well with almost any size group. Chairs are placed in
rows one behind the other and are facing the front of the room towards a podium or head
table.

U-Shape

For presentations that have less than 35 people, it is recommended that the room be set
up in the U-shape arrangement. For this arrangement, simply place your 6 foot
rectangular folding or banquet tables in a U-shape configuration and place the chairs on
the outside of the tables.

Hollow Square

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The hollow square setup is very similar to the U-shape. The major difference is that both
ends are closed. This arrangement can accommodate more guests and is generally geared
more towards discussions.

Classroom Style

The classroom style setup is primarily used when guest or participants have to do some
writing or note taking. Seminar tables can be used to seat up to three guests who are
seated on one side of the table and facing forward towards the lecturer.

TABLES USED IN THE BANQUETS

The tables which are commonly used in the banquet functions are:

2.5*2.5 inches table is a square table

4*2.5 inches table is an oblong table

6*2.5 inches table is an oblong table

Round table

R/6 which means the diameter of the table is six inches

R/8 which means the diameter of the table is eight inches

R/10 which means the diameter of the table is ten inches

Round table is used for the semi-formal setup

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 DUTIES OF RESTAURANT MANAGER

1. Develops, with department head assistance, operating budgets.

2. Monitor budget to control expenses.
3. Serves as restaurant contact for all advertising activities.
4. Supervise, schedules, and train food & beverage controller and assistant
restaurant manager.

5.Works on special problems as assigned by owner.

6.Conduct cost reduction studies.

7.Is available to provide assistance as needed during busy period.

8.Audits source documents to ensure that all monies due have been collected.

9.Meets with clients plans and prices special catered events.

DUTIES OF BEVERAGE MANAGER

1. Maintaining warm, hospitable guest relations in all guest contacts.

2. Meeting or exceeding budgeted goals in sales and profit for the lounges and bars.
3. Development accurate and aggressive long-and short-range financial
objectives relating to liquor sales.
4. Operating within budgeted guidelines.
5. Knowing the competition and keeping current with industry trends.
6. Maintaining effective control in the beverage department.
7. Implementing and supporting company policies and procedures.
8. Sustaining professional development of self and staff member.
9. operating in compliance with all local, state, and federal laws and
government regulations.

40
 10. Maintaining fair wedges and salary administration in the department in
accordance with corporate policy.
11. Maintaining positive staff relations in a supportive environment.

DUTIES OF ROOM DINING MANAGER

1. Checking the physical condition of the dining room before it opens.

2. Checking the place setting on tables and the condition of the china,
glassware, and flatware.
3. Making sure the menus are or reservation that have been made.
4. Noting the no. of reservation that have been made.
5. If necessary, rearranging tables to accommodate large guest groups.
6. Checking the schedule to make sure enough service personnel will be on
hand.
7. Observing and, when necessary, recording the job performances of service
staff.
8. detecting dishonest servers and guest

Duties of restaurant servers

1. Set up the restaurant for service

2. Stock and maintain side station.
3. Fold napkin.
4. Prepare breads and bread basket or tray.
5. Prepare service tray.
6. Take restaurant reservation.
7. Greet and seat guest.

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8. Provides appropriate service for children.
9. Take beverage order
10. Prepare and serve coffee.
11. Prepare and serve hot tea.
12. Take food order.
13. Serve the meal.
14. Respond to the dissatisfied guest.
15. Present the guest check.
16. Settle the guest check and thanks the guest.
17. Clear and reset the table.
18. perform closing the side station.

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 FOOD PRODUCTION

Introduction

 The first cook was a primitive man, who had put a chunk of meat close to the fire,
which he had lit to warm himself.
 He discovered that the meat heated in this way was not only tasty but it was also
much easier to masticate.
 The kitchens are well designed, well equipped and very hygienic. Food such as
Indian, Italian, Continental, Sushi, Bakery products and Cold food is prepared in
the kitchen. The food prepared in the kitchen is as per the standard of the hotel,
very well decorated on the plate and served to the guest.

Three Classes Of Professional Cookery:

1. Cuisine Simple or Plain Cookery: - The basic necessities are used and
produces dishes of the highest standard possible with a minimum number
of items.
2. Cuisine Bourgeois or Middle Class cookery: - This type of cookery provides
better materials and in the hands of craftsman, these materials produce
more complicated dishes of a better quality.

3. Cuisine Haute or high Cookery: - The very best possible materials are
used. The craftsman uses these materials to their best advantage and
produces of the best quality. This class produces highly complicated
dishes.

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This department is the other name for commercial kitchen.  The Production Department
is the back-bone of the hotel, as it satisfies the palate of each and every guest.

The Production Department is divided into various sections to make the work easy.  This
division is made on the basis of the cuisine the person specialised.

The different sub department is Indian, Chinese, Continental, Butchery and Pantry.

CONTINENTAL

All variety of continental dishes from soup to desserts is prepared here.  It also includes a
variety of grilled, roasted and poached dishes.

The Major continental equipments which are of vital to the continental kitchen are
different sizes of pans, omelette pans, frying pans and stockpots along with soufflé mould
and refrigerators and ovens.

There are oven ranges which help in speedy cooking.  Everyday fresh white stock is
prepared along with white sauce is bought readymade for the market, while the tomato
concusses is prepared daily.  All soups are made as per order.

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INDIAN KITCHEN

The Indian kitchen is opposite to the continental.  Here each state of India has its own
unique cuisine.  The food is also served in accordance to its traditional custom and style. 
It is further divided into two sections

a) TANDOOR

This is one of the important sections of the Indian Kitchen, which dishes out authentic
bread of India.  This helps to satisfy the palate of the guest in accordance to the taste. 
There are four big tandoor ovens which are used to produce all the rotis’ and kebab

b) CURRY

Curry is another important section in the Indian Kitchen, dishing out carious curry items. 
There are four ranges and four burners to facilitate the making of curries.

CHINESE

Chinese is one of the specialized kitchen departments, which dishes out sum of the
authentic dishes of Chinese.  All the ingredients are kept on the table next to the range for
a la carte preparation.  The staff of Chinese Department consists of well qualified staff
that is experienced in the art of dishing out traditional Chinese delicacies.

BUTCHERY

Butchery is a separate section and is located

outside the main kitchen with a variety of
cutting boards, wooden blocks, which are
used for cutting meat and fish.  There is a
deep freezer for the storage of various joints
of meat.

45
 KITCHEN STEWARDING

The kitchen stewarding Department is the vital department for both services and kitchen
department because this department controls the storage and issue of cutlery hollowware,
chinaware and glassware to restaurant and kitchen.  They are also responsible for
washing soiled service and subsequently finishing cleaned article.  A high standard of
hygiene is maintained. 

PANTRY

The main function of the pantry is to provide item of food and beverage required for the
service of meal and which is not catered for by the other major kitchens of the
establishments like pastry, continental etc.

The items generally provided are different fruit juice, refreshing beverages, sandwiches
and other bread preparations along with jams, butters and different other items including
ice creams.

Normally the equipments provided are

o Mixer
o Juicer
o Freezer

46
 LARGE EQUIPMENTS

STOVES:

• A large variety of stoves is available operated by gas, electricity, solid fuel or oil.
• Solid tops should be washed clean, or wiped clean with a pad of sacking. When
cool the stove tops can be thoroughly cleaned by washing and using an abrasive.

CONVECTION OVEN:

• These are ovens in which a circulating current of hot air is rapidly force around
the inside of the oven by motorized fan or blower. as a result more even and
constant temperature is created throughout the oven, which allows food to be
cooked successfully in any part of the oven.

MICROWAVE COOKERS:

• Microwave is a method of cooking and heating food by using high frequency

power.
• The energy used is the same as hay, which carries television from the transmitter
to the receiver but is at a higher frequency.
• Stainless steel, enameled ware, iron and specially adapted copper pans are
suitable.

BRAN PAN:

 The bran pan is the most versatile piece of cooking equipment in the kitchen
because of it is possible to use it for shallow frying, deep frying, stewing, braising
and boiling.
• Because of large surface area a bran pan can cook many item of food at one time.
• The advantage is that it can be tilted so that the content can be quickly and
efficiently poured out on completion of the cooking process.

47
 • Bran pan are heated by gas or electricity.

• STEAMERS:
• There are four types of steamers :-
1. Atmospheric steamer :-
2. Pressure steamer :-
3. High compression steamer :-
4. Pressure less convection steamer :-

BOILING PANS:

• Many types are available in different metals – aluminum, stainless steel,etc, in

various sizes, 10, 15, 20, 30 and 40liter capacity and they may be heated by gas,
electricity or steam from main steam supply.

DEEP FAT-FRYERS:

• These are among the item of equipment, which are used commonly in many
catering establishment. fryer are heated by gas or electricity and most incorporate
a thermostatic control in order to save fuel and prevent overheating.
• There are two types of fryer :-Pressure fryers ,Hot air rotary fryers.

HOT-CUPBOARD AND BAIN-MARIE:

• Hot-cupboard are used for heating plates and serving dishes and for keeping food
hot. care should be taken to see that the amount of heat fed into the hot-cupboard
and is controlled at a reasonable temperature.
• Hot-cupboard may be heated by steam, gad or electricity. the top part of hot-
cupboard are used for serving counters .Bain-marie are open walls of water used
for keeping food hot and are available in many designs, some of which are

48
 incorporated into hot-cupboard, some in serving counter and there is a type which
is fitted at the end of a cooking range.

FRY PLATES, GRIDDLE PLATE:

• These are solid metal plates heated from below. They are used for cooking
individual portion of meat, hamburger, eggs, bacon, etc.
• They can be heated quickly to a high temperature and are suitable for rapid and
continues cooking. when cooking is first commenced on the griddle plates, a light
film of oil should be applied to the food and the griddle plate to prevent sticking.

Grills and salamanders:

• The salamander or grill heated from above by gas or electricity probably cause
more wastage of fuel than any other item of kitchen equipment through being
allowed to burn unnecessarily for long unused periods.
• Salamander bars and draining trays should be cleaned regularly with hot water
containing a grease solvent such as soda.

SINKS:

1. Heavy galvanized iron for heavy pot wash,

2. Stainless steel for general purpose.
3. Glazed earthenware for general light purposes

TABLES:

Wooden tables should be scrubbed clean with hot soda water, rinsed and
wiped as dry as soon as possible to avoid warping.

49
BUTCHERS OR CHOPPING BLOCK:

• A scraper should be should to keep the block clean. After scraping, the block
should sprinkle with a handfuls of common salt in order to absorb any moisture,
which may have penetrated during the day.
• Do not use water or liquid for cleaning unless absolutely necessary, s water will
be absorbed into the wood and cause swelling.

 MEAT CHOPPING MACHINE:

POTATOES – PEELER:

1. Potatoes should be free of earth and stones before loading into machine.
2. Before any potatoes are loaded the water spray should be turned on.
3. The interior should be cleaned out daily and the abrasive plate, removed to
ensure that small particle are not lodged below.
4. The peel trap should be emptied as frequently as required.

 BUFFALO TOP CHOPPER:

50
REFRIGERATORS:

• Defrost weekly. If the refrigerator is not of the automatic defrosting type control
should be turned to defrost; the racks should be emptied and racks and interior
surfaces washed, rinsed and dried. If the refrigerator is not defrosted regularly
excess frost accumulates on the cooling system, act as an insulator and causes the
refrigerator motor to work longer than is necessary, thus shortening the life of the
component.
• Food should be stored sensibly and in such a way that the cool air can circulate all
round. Excessive packing of food into a refrigerator should be avoided.

FOOD – MIXER:

• This is an important labour-saving, electrically operated piece used for many

purpose.
• It should be lubricated frequently in accordance with manufacturer’s instruction.
• The motor should not be overloaded. Overloading can be caused by obstruction to
the rotary components.
• All components as well as the main machine should be thoroughly washed and
dried. Care should be taken to see that no rust occurs on any part. The mincer
attachment knife and plat will rust if not given sufficient care.
1.VERTICAL HIGH-SPEED CUTTER MIXER :-

2.FOOD-SLICER AND CHOPPER :-

3.CHOPPER :-

51
SMALL EQUIPMENT

• STOCKPOT :-
This deep, lidded, double-handled pan has tap near bottom for ‘letting off’ stock
made from heavy duty aluminum. Stockpots are used on tops of stove only for
making large quantities of stock.

• PANS :-
• Frying pan :-
• Stew pan or saucepan :-.
• Boiling pan.
• Braising pan :-.

• PALETTE KNIVES :- Palette knives have either have carbon steel or stainless
steel blades,155, 20 or 305mm long they are used for moving prepared food
from the oven.

SPICES AND HERB USED IN KITCHEN:

• Aniseed: - fruit of an annual plant of the parsley family. It has a delightful sweet
liquorices flavor.
• Capers: - flower heads of Mediterranean caper. Picked, dried and stored in lime
solution.
• Paprika: - dried and ground red pimentos.
• Poppy seeds: - poppy seeds are of large plants. Seeds contain very little opium.
• Basil: - the herb has a mild and sweet flavour.
• Dill: - leaf herb resembling fennel, bitter flavoured herb. Help in preparation of
dill vinegar and manufacturing of gin.
• Marjoram: - a sage like plant mostly used in Italy. Leaves and flowering shoots
are used.

52
 • Parsley: - green leaf herb. Rich in vitamin A & C and iron. Curly and broad
parsley leaves are available.
• Thyme: - cultivated frgrant leaves. Many uses in the kitchen. Used fresh or dried.
• Tarragon: - it belongs to the same family as common wood. It gives strong
flavour.
• Fine herbs: - a combination of finely chopped tarragon, chervil and parsley.

CHESSE:

• Brie: -(France): - soft texture, colour is reddish, brown crust, yellow paste.
• Gorgonzola :- (Italy) :- semi – hard blue mould cheese, prepared from
Renneted cow’s milk.

• Parmesan: - (Italy):-a hard white cheese.

• Emmenthal: - (Swiss): - in colour, it is ivory to light yellow, waxy texture.
• Gouda: -( Dutch (Netherlands):- Dutch cheese pale yellow in colour.
• Edam: - (Dutch):-Dutch cheese red rind, yellow in colour.
• Cheddar: - (England): - yellow colour. Texture close. Nutty flavour.
• Stilton: -( England): - finest English table cheese. It is hard blue mould chee

53
INDIAN KITCHEN (BANQUET KITCHEN): -

 Indian cuisine can be said to have evolved along lines parallel to Indian
history. Indian has ancient cultural heritage which is dependent on religion,
geography and socio-economic conditions.
 Strong impact was made on Indian cuisine during the region of Mughals in
the sixteen century, who were found the good living, cooking and eating..
Acidic ingredients used are tamarinds, curd, anardana, lemon juice, vinegar
and amchur (dried mango and powdered.)
 The cooking mediums used in various regions of India are-pure ghee,
vanaspati, mustard oil sesame oil, coconut oil etc.
 Popular method of cooking are frying and boiling. Traditional method used
is spit roasting. A tandoor is a small Indian oven made of mud. Bread is
flattened with wet hand and stuck to the inner sides of the heated tandoor
and cooked.
 Tandoor is a mud oven shaped like a drum, with the top side open which is
narrow compared to the base. The inner sides are plastered with mud.
 Indian kitchen is also has halwai and tandoor section.

GARDE MANGER:-

 It is the cold kitchen were all the cold salads are prepared. Herba salata,
the Latin equivalent of salted greens, is what the term salad derived
from.
 The earliest salads were the mixture of pickled green seasoned with salt.
Lettuces of various types were used as the base for the salad.
 There are four basic parts of the salad-
Base- the base gives the definition to the placement of salad on the plate.

Body- the body is the main ingredients of the salad. This is the focal
point.

54
 Dressing- it is used to enhance and add flavour to the body of the salad.

Garnish- the garnish adds form, colour and texture to the salad.

 There are three types of salads- simple, mixed and combination.

Simple- a simple salad is a verity of one or more green. a mild dressing
is used usually a light vinaigrette is used.

Mixed- mixed salad are composed of cooked or raw vegetables either

marinated served with a complimentary dressing.

Combination- in a combination salad the ingredients are presented

separately, but on the same plate.

 COLD CUT SLICER:

55
SEQUENCE FOR BREAKFAST WHICH IS PLACED AT BUFFET:-

 Four types of compote to be placed on the buffet.

(Fig compote, strawberry compote, banana compote, gooseberry compote
etc.).

 Four types of cheese should be placed on the buffet in one should be cream
cheese.(Cheddar, brie, Gouda, parmesan etc.).
 One type of moussely (All bran moussely.)
 Two types of lettuces should be kept.(Ice burg, loloroso, romaine, etc.)
 Four types of curd should be on to the buffet.
(Plain, mango, strawberry, fig etc.)

 Three types of cold cuts should be placed on to the buffet.

(Chicken paprika, smoked salmon, turkey ham, etc.)

 Ten types of nuts to kept.

(Walnut, cashew nut, almond, dried mango, pea nut, yogurt raisin, raisin,
dried Pineapple, dried cranberry, etc

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SEQUENCE FOR LUNCH & DINNER IN WHICH SALAD IS PLACED AT
RESTAURANT BUFFET:-

Non-vegetarian salads: -

 Three varieties of cold cuts (Platter/tossed salad).

 Tenderloin salad (Platter/tossed salad).
 Chicken- tossed salad (individual)
Terrine roundel pate (platter).

 Sea food salad- 3 tossed salads (2 individual)

2 platters (carpaccio, roulade)

Lamb/Duck salad (tossed)

Vegetarian salads:

 One variety of stuffed veggie salads (platter).

 One variety veg terrine, roulade (platter)
 One veg carpaccio.
 Seven tossed salad (at least three individual).
FILLERS OR CONDIMENTS:-

Pickled veggies,Pickles artichokes,Gherkins,Jalapenos,Cocktail onions,Olives, capers,

Sun dried tomatoes, Cherry tomatoes, Kalamata olive.

57
 HOUSEKEEPING

Housekeeping department is the back bone of the hotel.

As the adage says, "the difference is in the details." Those details are the charge of the
Housekeeping Department. As one of the most integral departments within the hotel, the
Housekeeping Department is responsible for the immaculate care and upkeep of all guest
rooms and public spaces. Individuals who excel in the Housekeeping Departments have
an eye for detail and a commitment to the training, development and motivation of a
diverse group of talented employees.

As one of the largest departments within the Hotel, the Housekeeping Department
presents an interesting challenge: how do you motivate, train and develop a diverse
group of employees to produce a consistently exceptional product? The Housekeeping
Manager has the responsibility for all aspects of the Housekeeping Department, from the
hiring of employees to the maintenance of operational expenses at or below budget.
Interviewing, training, motivating, ordering, receiving and monitoring product quality all
play a large role in the typical day of a Housekeeping Manager.

The Housekeeping department takes pride in keeping the hotel clean and comfortable, so
as to create a ‘Home away from home’. The aim of all accommodation establishment is
to provide their customers with clean, attractive, comfortable and welcoming surrounding
that offer value for money. Nothing sends a stronger message than cleanliness in a
hospitality operation. No level of service, friendliness or glamour can equal the sensation
a guest has upon entering a spotless, tidy and conveniently arranged room. Both
management and guest consider the keeping of the place clean and in a good order a
necessity for a hotel to command a fair price and get repeat business.

               Housekeeping may be defined as the provision of a clean, comfortable and safe
environment, It’s is not confined to the housekeeping department as every member of
staff in the establishment should be concerned with the provision of these facilities in
their own department, eg. the chef ‘housekeepers’ in the kitchen, the restaurant manager

58
or head waiter ‘housekeepers’ in the restaurant, and the general manager has overall
responsibility.

                In any establishment there are three department particularly concerned with
accommodation:

1. The reception department, whose staff sell and allocate the rooms.
2. The housekeeping department, whose staff plan, provide and service the rooms.
3. The maintenance department, whose staff provide adequate hot and cold water,
sanitation, heating, lighting and ventilation as well as maintaining and repairing
individual articles and area within the rooms operation.

IMPORTANCE OF HOUSEKEEPING

      Housekeeping is an operational department in a hotel, which is responsible for

cleanliness, maintenance, aesthetic upkeep of rooms, public area, back area and
surroundings. A hotel survives on the sale of room, food, beverages and other minor
services such as the laundry, health club spa and so on. The sale of rooms constituter a
minimum of 50 per cent of these sales. Thus, the major part of the hotel’s margin of
profit comes from the room sales, because a room once made can be sold over and over
again. The effort that a housekeeping department makes in giving a guest a desirable
room has a direct bearing on the guest’s experience in a hotel. Guestrooms are the heart
of the hotel. The housekeeping department not only prepares clean guestroom on a timely
basis for arriving guest, but also cleans and maintains everything in the hotel so that the
property is as fresh and attractive as the day it opened for business. Housekeeping, thus,
is an ancillary department that contributes in a big way towards the overall reputation of a
property.

      It is rightly said that housekeeping is a 24 x 7 x 365 operation. Imagine the stacks of
linen needed to make up all the beds in a hotel, the miles if carpeting, floor, walls and
ceiling to be cleaned and maintained, and cleaning compounds along with special tools
and equipment needed in order to clean.

59
     Other than hotels, professional housekeeping services are very much in demand in
hospitals, on cruise liners, at offices and more. Since most such organizations prefer to
outsource these functions, contract housekeeping is becoming a popular in these days.

ROLE OF HOUSEKEEPING DEPARTMENT 

Housekeeping plays a very important role in hospitality industry such as:-

 To achieve the maximum possible efficiency in ensuring the care and comfort of
guests and in the smooth running of the department.
 To establish a welcoming atmosphere and ensure courteous, reliable service from
all staff of the department.
 To ensure a high standards of cleanliness and general upkeep in all areas for
which the department is responsible.
 To provide linen in rooms, restaurants, banquet hall, conference venues, health
clubs, and so on, as well as maintain an inventory for the same.
 To provide uniforms for all the staff and maintain adequate inventories for the
same.
 To cater to the laundering requirements of the hotel linen, staff uniforms and
guest clothing.
 To Provide and maintain the floral decorations and maintain the landscaped areas
of the hotel.
 To coordinate renovation and refurnishing of the property as and when, in
consultation with the management and with interior designers.
 To deal with lost and found articles.
 To ensure training, control and supervision of all staff attached to the department.
 To establish a good working relationship with other department.
 To ensure that safety and security regulations are made known to all staff of the
department.

TASK PERFORMED BY THE HOUSEKEEPERWHICH INCLUDES FOLOWING: -

1. Room Attendant: -

60
 Performs routine duties in the cleaning and servicing of guestroom and baths under
supervision of an inspector.

2. Lobby Attendant: -Keep all lobbies and public facilities (such as lobby restroom,
telephone area, the front desk and offices) in a neat and clean condition.

3. Houseperson: -
Performs any combination of the following tasks to maintain guestrooms, working
areas, and the hotel premises in general in a clean and orderly manner.

4. Linen and Uniform attendant: -

Stores and issues uniforms, bed linen, and table linen; also takes inventory and
maintains linen room supplies.

THE HOUSEKEEPING DIVIDED IN TO FOLLOWING SECTIONS:

1. MAID SERVICE ROOM: -

 It is room situated on every floor of the hotel. In which all the guest amenities being
kept for the cleaning purpose.
 This room saves one’s feet and time as one does not need to go back to the HKD or
linen room to collect linen and supplies before entering each room that he had to
clean.
 Usually the maid’s service rooms have shelves or racks to keep the linen and supplies.
There may also be locked cupboards to avoid misuse and pilferage.
 There is usually a separate trolley to store dirty linen of a shift to there is an opening
on the wall to the linen chute which should remain locked at any given time. One can
frequently empty the trolley linen here.

61
 A water supply is also provided in this room for the room attendants to wash and clean
any material like vases etc, which can not be washed in the rooms.A bin is provided to
throw the garbage.
 At the end of each shift, the service area has to be cleaned. The trolley is brought back
to the maid service room and the extra linen is arranged back in to the cupboard. The
cupboard in which linen is kept must be locked at any given point of time. After
disposing the garbage and the dirty linen, the trolley is cleaned and then the maid
service room is cleaned.

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ORGANISHING MAID’S TROLLEY: -

1. The trolley is for the convenience and speed which enables the room attendant to
carry out is work efficiently and hence should be well organized and well
stacked.
2. The R/A has all the necessities like amenities, cleaning supplies and linen at hand
and does not need to make trips to the pantry constantly for the supplies. It is
generally spacious to carry supplies for 6-7 guest room.
3. A trolley should not be over stacked as overstocking increases the risk of some
item getting damaged or stolen. Under stacking means more trips to the pantry
for the supplies.
4. Trolley are usually designed closed back’s so that they look neat into the corridor
and the item on the trolley are secured.
5. There are generally three shelves to store the linen – the bottom 2 shelves are
stacked with bed linen and the top one is for towels.
6. The top most shelf is designated for the guest supplies and provision for locking
may be provided.
7. There is one more shelf / drawer for the stationary and brochure.
8. On other end there are two canvas bags called hampers one to hold the dirty linen
and the other for trash.
9. A hand caddy with cleaning supplies is also carried on the trolley.
10. A vacuum cleaner is also loaded on to the cart.

STANDARD ITEMS CARRIED ON MAID’S TROLLEY: -

Linen –this include the following:

Bed sheets -2 for each bed,Night spreads-1 for each bed.

Pillow cases -4 for each bed,Bath towels -3 per room,

Hand towels-4 per room,Bath mat-2 per room.,

Face towels-4 per room.

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The top shelf contains the following guest supplies:

Water tumblers,Gargle glasses,Toilet rolls,Tissue paper boxes,Soap, Shower

caps,Shampoos,Laundry bags,Ashtrays and match box,Guest
stationary,Newspapers, magazines,Vacuum cleaner.

Cleaning agent are generally carried to the room, in a portable container,

known as ‘hand caddy’. The items carried on a caddy are:

All purpose cleaner Toilet cleaner(R6)

Glass cleaner Floor cleaner

Metal and wood polish Air freshener

Deodorizer Disinfectant

Scrubber Dusters

Protective gear like gloves

2. LAUNDRY: -
 In order to have the most convenient amenities on hand for the long-term guest,
Extended Stay Hotels proudly offers guest laundry machine facilities at its
locations. Look your best even when far away from home without having to
track down a laundry mat. This is just one of the many thoughtful facilities that
Extended Stay Hotels has incorporated in order to ensure that guests feel right at
home.
 Laundry play very important role in hotel. It is the one of the income source for
the hotel as most of the guest extended there stay and give there cloth for
washing instated of giving the cloth to the off-premises laundry which is a time
consuming process..

64
EQUIPMENT USED IN THE LAUNDRY: -

 Washing machine: - these are made of stainless steel. They are sized by there
Capacity, sizes vary from 25 to 1200 pound capacity. The washer’s motor rotate
either perforated inner shell (on washwheel washer) or an agitator (agitator
washer).
 Drying machines: - dryer remove moisture from articles by tumbling them in a
rotating cylinder through which heated air is passed. Air is heated by gas,
electricity or steam.
 Steam cabinets and tunnels: - steam cabinets or tunnels effectively eliminate
wrinkles from heavy lines such as blankets, bed spreads, and curtains. A steam
tunnel is simply a box in which articles are hung and steamed to remove
wrinkles.
 Flatwork ironers and pressing machines: - flatwork ironers and pressing
machines are similar, expect that ironers roll over the material while presses
flatten it.
 Folding machines: - the machines does not actually fold the laundry, but hold
one end of the item to be folded so that staff can easily fold it more easily.
 Rolling/holding equipment: - rolling and holding equipment is used for linen
handing. Carts are used in most laundries to move linens and to hold them after
they have been sorted for washing, drying, and finishing

SPOTTING AGENTS USED IN THE LAUNDRY

NAME USE

1. Perchoroethylene Dry cleaning solvents, oil stains.

2. Acetone Paint/ cosmetic/ ink stains .
3. 7ul 1 Splend Oil/ paint stains.
4. Amyl Acetate Paint/ cosmetic stains .
5. Spirit (Ethanol) Ball point ink stains.

65
 3. FLOURIST (FLOWER ROOM):
 It is a systematic or creative arrangement with flower to form a design of
beauty. Basically flower arrangements are decorative pieces used to
enhance & freshens a room. Ti forms a part of accessories and room décor
and contributes by virtue of contrast or emphasis to the colour scheme of
the room.
 As arrangement are replaced by exchange in colour & from it creates
continual changes and interesting aspect in a room. It also gives a personal
touch to environment.
 Flower arrangement play an important role in hotel as it changes the
environment of rooms, dining room, and even conference halls. They
change this arrangement on daily basis or weekly as in coffee shop they
change on daily basis but at lobby on weeklybasis. But they do sprinkle
the fresh water on to the flower to keep it fresh.

THE FLOWER ARRANGEMENT USED IN THE HOTEL

1. Oriental style of flower arrangement: -

It is the oldest and most extensive type of flower arrangement. This is a
kind of flower arrangement which convey certain message from the flower
which is used.

2. Western style of flower arrangement: -

This kind of flower arrangement does not portrait any kind of message but
they are geometrical and easily understood and simple to follow and
create.

3. Modern free style of flower arrangement:-

This flower arrangement is similar to the American style of flower
arrangement but it also portraits no meaning has no design, shape or no
rigid.

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EQUIPMENT AND MATERIAL USED IN FLOWER ARRANGEMENT

Flower materials. Vase.

Pin holder or kenzan. Pair of scissors.

Florists foam Wire mesh

Sponge Water spray

Marbles or pebbles. Candle

satin ribbons Tooth picks or pins

Frogs.

TYPES OF FILLER USED: -

Kamini, Money plant, Boston ferns, Song of India, Monte Casino Aster or Heath Aster.

4. LINEN ROOM: -
1. The linen room is the centre stage for the supporting role that the housekeeping
department plays in the hotel. Most linen rooms are centralized and acts as a
storage point and distribution centre for clean linen.
2. A par stock is maintained on each floor or at each unit to suffice immediate
requirements. although the term linen was originally meat to refer to those
fabrics made from the fiber derived from the stem of the flax plant.
3. The linen room work for 24 hrs and is situated at the basement near the laundry.
Laundry usually exchange the on the basis of dirty versus clean.

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CLASSIFICATION OF LINEN: -

Linen is classified in to following type:-

1. Bed linen:
Mattress protector, bed sheets, Blanket /crinkle sheet/night sheet ,
Bed cover/bed spread., Pillow slips, Pillow cover/pillow case.

2. Bath linen: -
Bath sheet/blanket, Bath towel, hand towel, Face towel, bath mat, Towels
for health club, Swimming pool.

3. Napery: -
Table cloth, Slip cloth/Nappron, Serviettes, Cocktail napkin, Bar runner,
Freshner towels, Moultans, place mats

4. Soft furnishings: -
Draperies, Sheet/Net/Glass curtains, Wall hanging lamp, Cushion cover,
Shades, Upholstery.

5. Cleaning cloth: -
Dusters, Glass cloth, Flannel poushing, Mops and mop heads.

THE UNIFORM ROOM: -

 Providing hotel uniform for hotel staff is one way of ensuring proper
grooming. There by reflecting the stander of the hotel and creating a good
impression on the guest..Uniform room is kept open for 24 hers.
 The number of set of uniform provided must be taken under consideration.
For instance for kitchen staff there must be three sets of uniform but for
housekeeping two set is more then enough.
 During the exchange or issuing the uniform the uniform issuing slip is
maintain which contains the following information: -

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Name of the employee, Department, , Designation, Employee number, Sign of H/R
personnel, Date of issue, Number of sets, Item issued, Issued by, Sign of employee,

Returned on, Item returned, Received by, Remarks, Sign of H/R.

5. MINIBAR: -
The Minibar is the personalized bar of the guest which is situated in the guest room.
When the guest arrives to his room instead of going to the coffee shop or any bar for his
drink he could directly have it from the guest mini bar.

 Housekeeping sets the Minibar in all the guest room. While setting the Minibar
the thing must be taken under consider that what ever drinks kept must be chilled,
should not be half.
 The housekeeping has a check list for setting the bar

69
 CLEANING OF THE GUEST
ROOM: -

1) Prepare Room for Cleaning

2) Changing Bed Linens

3) Trash Removal

4) Removal of all soiled linens and towels from restroom and guest room

5) Clean/Sanitize Guest Restroom

a. Sweep with a broom any dry, gross filth from

Restroom Floor after high dusting

b. Clean and disinfect toilet:-

c. Clean and disinfect tub and shower unit

6) Return to the Toilet

7) Cleaning and Disinfecting the Vanity

8) Cleaning the Mirror

9) Replacing Clean Towels and Linens

10) Cleaning the Rest Room Floor

70
11) High Dust Guest Room

12) Re-Make the Bed

13) Close Windows if Applicable

14) Clean and Disinfect Guest Room Hard Surfaces

15) Cleaning Guest Room Glass and Plastics

16) Reposition Drapes

17) Replenish or Replace Hotel Informational Pamphlets and Amenities

18) Replace any personal guest items to original location and return cleaning equipment
and supplies to cart

19) Vacuum and spot cleaning the carpet

20) Visually quality check room from doorway

21) Turn off lights

22) Close and lock door

23) Note any missing or broken items and report to your supervisor or proceed to next
room

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 FEEDBACK

Our promise at The Fern Hotels & Resorts is a premium standard of amenities and
service with a true passion for the environment. A living thing, the fern is a perennial
plant, retaining a rare consistency and many of its best characteristics over millions of
years. It is an epitome of pedigree flora and it aptly represents us. In a world where guests
require proactive, individualized service, The Fern delivers much more. Luxury with
elegance and personalized service, and all the contemporary facilities packaged together
with minimal impact on the environment.

FABULOUS – THE FERN

Great hotel, very close to the airport. Very well designed place with nice rooms. Rooms
not very sound proof though. Could hear conversation from the corridor inside the room,
which was bit disturbing. Had a bit of a tough time figuring out the light controls and hot
water for the hand shower but no complaints otherwise. Good buffet dinner and breakfast
with excellent Selection of desserts. Extremely courteous and helpful staff made the trip
memorable.. Will probably go back here each time I visit Jaipur.

Jaipur, Rajasthan.

GOOD, FRIENDLY, CHEERFUL HOTEL – BEAUMONDE THE FERN

Great Lobby Friendly Staff Neat And Clean. Spacious Bathrooms And Well Appointed
Amenities. Comfortable And Safe For Single Lady Travellers. Food Can Be Improved.
Location Is Nice And Easy Accessible Form City Centre.

Kochi , Kerala.

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GREAT HOSPITALITY – FERN GARDENIA RESORT

Great Rooms.... Small Yet Clean And Nice Washrooms... Personal Cottages And
The Highlight Is The Pool....Where They Have A Bar ... Amazing Setup... All In
All A Pleasant Stay... Great Value For Money... Highly Recommended.

Palolem, Goa.

CLEAN, GREEN & EFFICIENT – MELUHA THE FERN

In The Heart Of Hiranandani Estate In Powai Meluha Is Fantastic Boutique Hotel

With A Lot Going For It. There Is A Quiet Efficiency About It In Every Aspect -
Be It Room Design, LED Lights Everywhere, Restaurant Menu, Breakfast Buffet
Spread And Above All A Very

Enthusiastic Team Exuding Youthful Energy And A Genuine Desire To

Please Customers. I Have Stayed Twice In His Hotel In Last 4 Months And
Would Love To Visit Again. In Fact The First Time The Hotel Missed My
Airport Pick Up But The Service Recovery Was Quick, Efficient And Courteous.
They Even Upgraded Me To A Higher Category Room. Excellent Value For
Money And Very Comfortable Stay.

Hiranandani Powai , Mumbai, Maharashtra.

NICE SURPRISE - THE FERN

In The General Ocean Of Dirt And Garbage Called Ahmedabad You Can Really
Enjoy The Island Of Order And Clean Floors. Another Good Point Is That The
Limit Of This Clean Environment Extends Beyond The Doors Of The Hotel (Not
Far, Few Meters) What Is To Be Praised In India. Service Is Very Good,
Breakfast More Than Acceptable. Excellent Place For Any Business Traveller In
Ahmedabad.

Ahmedabad, Gujrat.

73
ABSOLUTELY FABULOUS STAY – FERN RESIDENCY, ACRES

I Can Only Agree With The Excellent Reviews For This Hotel. I Arrived Here On
A Family Trip. I Think It Is Remarkable That I Was So Impressed With This
Hotel. Despite Its Size (It Is Huge) It Feels Intimate And Very Friendly, And
When I Stayed It Was Extremely Good Value In A Pricey City. Check In Staff
Were Excellent And My Room Was Superb - Spacious, Beautifully Decorated
And Very Comfortable. Housekeeping Staff Were Excellent And The Breakfast
Buffet Was Exceptional, . Location Was Great I Also Found The Toiletries In The
Room (Shower Gel, Shampoo, Etc) To Be Of A Particularly High Quality - I
Must Confess To Bringing A Couple Home With Me! I Loved It Here And Will
Find It Hard To Stay Anywhere Else In The Future

Chembur, Mumbai, Maharashtra.

BEAUTIFUL FERN RESORT – THE FERN GIR FOREST RESORT

We Stayed At The Resort For 2 Nights And 3 Days.It Was A Wonderful

Experience , Very Good Location ,Rooms Were Very Well Maintained . Food
Was Excellent Hospitality Was Great. Staff Was Very Friendly And
Helping.They Guided Us Nicely.It Was One Of The Best Place We Visited In
This Trip.Good Memory

Sasan Gir, Gujarat.

AN EXCELLENT EXPERIENCE

I Happen To Make A Short Visit To Delhi And Stayed Overnight At The Uppal
Hotel. The Location Is Superb With Close Proximity To Airport. The Hotel Staffs
Were Courteous And The Room Was Par Excellent. The Hotel Lived Upto Its
Standard Of A 5 Star Rating. Overall Good Value For Money.

Delhi, India.

74
ECO COMMITMENT
Our promise at The Fern Hotels & Resorts is a premium standard of amenities and
service with a true passion for the environment. A living thing, the fern is a perennial
plant, retaining a rare consistency and many of its best characteristics over millions of
years. It is an epitome of pedigree flora and it aptly represents us.

In a world where guests require proactive, individualized service, The Fern delivers
much more. Luxury with elegance and personalized service, and all the contemporary
facilities packaged together with minimal impact on the environment.

PARTNER WITH US

At The Fern, we value our partners and the strength of our relationships. We offer the
advantage of an excellent management track record and pioneering industry leadership.
We are a leading hotel management company in India with some of the best known
industry peers as partners. These are some of the advantages you will have when you
partner with us

75
 AWARDS

At The Fern, we value our partners and the strength of our relationships. We offer
the advantage of an excellent management track record and pioneering industry
leadership. We are a leading hotel management company in India with some of
the best known industry peers as partners. These are some of the advantages you
will have when you partner with us

2019

 Best Hospitality and Best 5- Star Award by Divyabhaskar to The Fern,

Bhavnagar
 Gujarat Tourism Awards, 2019 to The Fern Sattva Resort - Best Resort in
Other City
 Gujarat Tourism Awards, 2019 to The Fern Gir Forest Resort - Best
Resort in Gujarat
 Gujarat Tourism Awards, 2019 to The Fern, Ahmedabad - Best
Traditional Restaurant in Gujarat (Dravida)
 Bhavnagar's First 5-Star & Best Hospitality Award by Divyabhaskar to
The Fern, Bhavnagar
 Best Debut Business Hotel Award to The Fern, Goregaon by Indian Travel
Awards
 Best Luxury Award to The Fern Samali Resort, Dapoli (Ratnagiri) by
Indian Travel Awards
 Best Boutique Hotel Award to Amanora The Fern, Pune by Outlook
Traveller
 Most Admired Senior Vice President of Sales & Marketing to Mr Noshir
Marfatia by Travel Awards 2019
 Award for F&B Manager of the year to Mr Ramesh Gupta from Meluha
The Fern, Powai-Mumbai by Travel Awards 2019

76
 Award for Best Professional in Secretarial Services to Ms Sandhya Rao
Rane from Meluha The Fern, Powai-Mumbai by Travel Awards 2019
 Award for Best Reservation Manager to Ms Ujwala Sawant from Meluha
The Fern, Powai-Mumbai by Travel Awards 2019
 Award for General Manager of the Year to Mr. Sujith Gopinath from The
Fern, Goregaon by Travel Awards 2019
 Award for Best Customer Friendly Hotel to The Fern, Goregaon by Travel
Awards 2019
 Award for Best Vice President Operations to Mr Punish B Sharma by
Travel Awards 2019
 Awards for Best Upscale Business Hotel to Mr Sujith Gopinath by Travel
Awards 2019
 Hospitality Superstar Award sponsored by ET for Hotel Operations -
Vaishali Momaya
 Hospitality Superstar Award sponsored by ET for Hotel Operations -
Rajesh Shetty (The Fern Residency, Mumbai)
 Hospitality Superstar Award sponsored by ET for Hotel Operations -
Rakesh Dogra (The Fern, Ahmedabad)
 Hospitality Superstar Award sponsored by ET for Hotel Operations - Amit
Kumar Sharma (Amanora The Fern, Pune)
 Hospitality Superstar Award sponsored by ET for Hotel Operations - Rajib
Das (The Fern Residency, MIDC-Pune)
 Hospitality Superstar Award sponsored by ET for Sales & Marketing -
Kevin Martis
 Hospitality Superstar Award sponsored by ET for Sales & Marketing -
Manish Deolekar
 Hospitality Superstar Award sponsored by ET for Sales & Marketing -
Dinesh Dahiya
 Hospitality Superstar Award sponsored by ET for Business Development -
Basant Sabu

77
  Hospitality Superstar Award sponsored by ET for Online Distribution
Revenues - Prasad Bal
 Hospitality Superstar Award sponsored by ET for Corporate/Leisure Sales
- Gilbert Buthello
 Hospitality Superstar Award sponsored by ET for Corporate/Leisure Sales
- Vikram Pandey

2018

 Quality and Service Award to The Fern Silvanus Resort, Alibaug in

recognition of achieving Excellence in Quality, Standars & Service by
H&R Johnson (India),2018
 OTM - Award Of Aprreciation to The Fern Hotels & Resorts,2018
 OTTILA Award to The Fern Hotels & Awards for continued support in
2017
 OTTILA Award to Meluha The Fern for continued support in 2017
 Grunge - Times Food & Nightlife Award - Best Bar/Pub with dancing,
2018
 Hospitality Superstar Awards by R L Bhatia-2018 to Mr Amit Sharma
from Amanora The Fern, Pune
 Hospitality Superstar Awards by R L Bhatia-2018 to Mr Rajeev Kumar
from The Fern Kadamba Hotel & Spa
 Hospitality Superstar Awards by R L Bhatia-2018 to Mr Punish Sharma
from Meluha The Fern,Mumbai
 Hospitality Superstar Awards by R L Bhatia to Mr Suhail Kannampilly for
The Fern Hotels & Resorts
 2nd Hospitality India North & West India Hospitality & Travel Award to
Mr Sachin Mehta from Meluha The Fern for the category "Promising and
Aspiring IT Manager"

78
 2nd Hospitality India North & West India Hospitality & Travel Award to
Mr Amit Kadam from Meluha The Fern for the category "Aspiring &
Committed Security Team"
 2nd Hospitality India North & West India Hospitality & Travel Award to
Mr Krishna Patki from Meluha The Fern for the category "Aspiring &
Committed Security Team"
 2nd Hospitality India North & West India Hospitality & Travel Award to
Mr Ramesh Gupta from Meluha The Fern for the category "F&B
Director"
 2nd Hospitality India North & West India Hospitality & Travel Award to
Mr Pawan Devgadia from Meluha The Fern for the category "Kitchen
Stewarding Manager"
 Times Food & Nightlife Award to The Fern, Ahmedabad - @Nine for the
category Best European Restaurant
 Times Food & Nightlife Award to The Fern, Ahmedabad - Dravida for the
category Best South Indian Restaurant
 Times Food & Nightlife Award to The Fern, Ahmedabad - Chef Rajesh
for the category Best Chef of the year
 ET Now Modi Awards for Best Business Hotel - The Fern, Goregaon
 ET Now Modi Awards for Best Luxury Hotel - The Fern, Ahmedabad
 ET Now Modi Awards for Best Wildlife Awards - The Fern Gir Forest
Resort, Sasan Gir
 Guest Review Awards-2017 to The Fern Residency, Rajkot from
booking.com (8.2 rating)
 Guest Review Awards-2017 to The Samanvay Boutique Hotel, Udupi
from booking.com (9.1 rating)
 Guest Review Awards-2017 to The Fern Bhavnagar-Iscon Club & Resort
from booking.com (8.5 rating)
 Certificate to The Fern Samali Resort, Dapoli for Quality & Services
Awards by Svenska Technologies Private Limited (Volvo Construction
Equipment) - 19th February, 2018

79
 Certificate to The Fern Silvanus Resort, Alibagh for Quality & Services
Excellence by Raymond Limited - 23rd March, 2018
 Certificate to The Fern Samali Resort, Dapoli for Quality, Services
Excellence and Amazing Food by Gunnebo India Pvt. Ltd - 2ndApril,
2018
 Certificate by GreenOtels to UK 27 The Fern, Belagavi for participation in
World Water Day 2018 campaign and contributing to raise
awareness,hosting an event and or contributing to raise awareness and
support for water and sustainable development on 22nd March,2018
 Certificate by GreenOtels to The Fern Residency, Udaipur for
participation in World Water Day 2018 campaign and contributing to raise
awareness,hosting an event and or contributing to raise awareness and
support for water and sustainable development on 22nd March,2018
 Certificate by GreenOtels to The Fern, Bhavnagar for participation in
World Water Day 2018 campaign and contributing to raise
awareness,hosting an event and or contributing to raise awareness and
support for water and sustainable development on 22nd March,2018
 Certificate awarded to Ibiza The Fern Resort & Spa, Kolkata for Quality
& Service Excellence by Akumentis Healthcare Limited on 20th
April,2018
 Certificate awarded to The Fern Samali Resort, Dapoli for Quality &
Service Excellence by Akumentis Healthcare Limited on 20th April,2018
 Mr Rajeev-General Manager from The Fern Kadamba Hotel & Spa being
awarded as the best hospitality professional by Goa Prism during
Incredible Goa Awards 2018 on 23rd April,2018
 Certificate awarded to The Fern Samali Resort, Dapoli for Quality &
Excellence by Comnet Solutions Pvt. Ltd.
 Lifetime achievement award to Mr Param Kannampilly during Hoteliers
Summit by Ide-Global

80
 Mr. Kudan Attarde (Director-Engineering) from Meluha The Fern
received the award for visionary engineering leaders of the year from
Hoteliers Summit India
 Certificate of Excellence award to The Fern Hillside Resort, Bhimtal on
Trip Advisor
 Certificate of Excellence award to The Fern, Ahmedabad on Trip Advisor
 Certificate of Excellence award to The Fern Ratan Villas Resort, Mount
Abu on Trip Advisor
 Certificate of Excellence award to The Fern Residency,Rajkot on Trip
Advisor on June 13th,2018
 Todays Traveller Award to The Fern Hotels & Resorts for Best
Environment-Friendly Hotel Chain 2018
 Green Excellence Awards 2018 to Mr Param kannampilly for most
significant contribution to the Green Movement in Hospitality by
Hospitality Biz
 Green Excellence Awards 2018 to The Fern Hotels & resorts as the Best
Green Hotel Group by Hospitality Biz

81
 TRAINING SCHEDULE

SR.NO DEPARTMENT SCHEDULE

1 Front office 1st may to 31st may

1 Food & beverage 1st june to 30th june

2 House keeping 1st july to 31st aug

3 Food production 1st sep to 30th sep

TRAINING EXPERIENCE

Training at MELUHA THE FERN POWAI was a wonderful and knowledge

enhancing experience for me.

During the training I was mainly stationed at all the departments. Here I came into
contact with concepts which I had previously read in the books which were an eye
opening experience for me.

82
At MELUHA THE FERN POWAI I had come to know with hands on experience
about,

 Procedure of work carried out in the hotel.

 Knowledge about the various departments.
 Knowledge about the working areas.
 The types of work carried out in the hotel.
 The skills required to handle our job.
 The quality of initiation required in the industry.
…. So on.

During the course of this training, I was given plenty of exposure to all types of guests in
the FOOD & BEVERAGE (s) department and had to face many pleasant and unpleasant
situations. Thereby, gaining a lot of experience which will definitely help me in the future
in the hotel industry.

83
 CONCLUSION

My Industrial Training at Hotel “MELUHA THE FERN POWAI”

Mumbai was surely a fruitful one. During my training I got good exposure to the
industry. I had chance to personally glance through the actual working procedure and
conditions that are adapted and implied under various circumstances in the hotel.

During my training I developed my technical as well as communication skills. I

learned many attributes and developed a sense of responsibility towards my job. The
importance of well grooming, maintaining hotel standards, punctuality and co-operation
with the colleagues and following the superiors’ orders was understood and implied by
me.

This all was possible only by the extra ordinary support and interest shown by my
superiors and their timely guidance which boosted me during the whole training period.

I am sure this Industrial Training will surely benefit me significantly in my career in the
hospitality industry.

84