TRAINING REPORT

ON
ITC MARATHA, A LUXURY COLLECTION
HOTEL
BY
ROHAN CHANADRASHEKHAR PANDE
ROLL NO: 1941212036
SY. BSc H&HA
SUBMITTED TO

IN THE ACADEMIC YEAR

2020-2021
THROUGH
IHM SILVASSA Dr. Babasaheb Ambedkar Polytechnic
Campus, SRV No 137/P, Madhuban Dam Road, U.T. of
Dadra & Nagar Haveli, Karad, Silvassa - 396230
ROHAN PANDE 1
 INDUSTRIAL TRAINING REPORT
ON

ITC MARATHA, A LUXURY COLLECTION

HOTEL
BY

ROHAN CHANADRASHEKHAR PANDE

ROLL NO: 1941212036

SY. BSc H&HA

ROHAN PANDE 2
 ACKNOWLEDGEMENT

With a deep Sense of Satisfaction and Gratitude to the Training

Manager and all the Head of Departments along with the staff
members of ITC MARATHA, A LUXURY COLLECTION
HOTEL MUMBAI

I wish to place on record that the Training was

imparted in highly comfortable and true atmosphere to the reputation
of ITC MARATHA, A LUXURY COLLECTION HOTEL, has been
of immures value to me which will help me to put into practice all
that I have to sharpen my skills and develop me inoculate right kind
of skills, knowledge and attitude to make a career as a successful
Hotelier. I am also thankful to my collage staff and also Ms. Sathiya
mam to get trained in such a wonderful property.

My whole training period was wonderful learning

experience. I got to deal with skilled and experienced staff members
who were very supportive both in getting the work done and
providing information. working with experienced staff has helped me
a lot in learning how to get the maximum work done in short period
of time. Working with them even made me value manpower and time.
My whole training period has made me more confident about my
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communication skills as I was in constant contact with guest, seniors
and other staff members. This training has made see the Hotel
industry in its true light. It has made me realize that Hotel Industry is
much more than just fun it’s a lot of hard work. Once again, I would
like to thank all the people who gave me an opportunity to feel the
Hotel Industry so closely and even those who helped me though my
whole training period. And I m thankful to m parents too.

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INTRODUCTION OF ITC MARATHA, A LUXURY
COLLECTION HOTEL MUMBAI

Inspired by the Maratha dynasty, ITC Maratha brings you world class
luxury in an experience that resonates through a range of cuisines,
accommodation and recreation options. Built over an area of 5.5 acres
in the heart of Mumbai, ITC Maratha is a 5-star business hotel,
comprising of 380 elegantly appointed spacious guest-rooms, 5 fine
dine restaurants, luxury wellness services and majestic settings for
meetings and events. Paying tribute to Mumbai’s colonial roots and
the spirit of Maharashtra and the Marathas, the property infuses local
culture and themes in its interiors and architectural design. With
sustainability at its core, ITC Maratha has been recognized as a LEED
Platinum Certified hotel by the US Green Building Council in the
existing building category. The property has also been acknowledged
for is eco-friendly initiatives with several national and international
certifications. At the time of this writer’s visit, the Thai menu was in
the process of giving way to Lebanese fare. "It is," says executive
chief Matthew Cropp, who has followed Koch from Shanghai, "a very
expensive exercise since we have to fly in the chefs and ingredients
from overseas every other month."

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But it’s part of the hotel’s leadership programme. "We’ve toyed with
a number of cuisine ideas," confirms food and beverage manager
Zubin Songadwala.

HISTORY OF THE HOTEL

In a few square kilometres of North Mumbai real estate that will see a
battle break out over 2,000 new hotel rooms in another six months,
one hotel has begun to consolidate its position as the leader in the
market. ITC’s new hotel, financed entirely from internal accruals, has
been a while in the making, but has added a flush of excitement to
what had become the company’s almost stagnant business. But now,
the lights rarely go off in the offices of the Grand Maratha Sheraton &
Towers as executives burn the midnight oil. For vice president and
general manager Hans E Koch, "It is an exciting experience."
It isn’t an experience Koch is unfamiliar with –
he’s been part of the opening team of a large number of hotels in Asia
– nor is it something new to ITC’s Welcome group which had set a
rapid pace in developing new hotels in the seventies and early
eighties. Somewhere, though, the pace had slackened, but the fever is
clearly back, and the Grand Maratha, its newest offering in a long
time, boasts all the things the company had once been identified with
– technology, architecture, cuisine, service. Left unsaid, it’s also

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becoming clear that the Grand Maratha is all set to unseat New
Delhi’s Maurya Sheraton as the company’s flagship property.

Located on an avenue where the Meridien

and the Grand Hyatt are across the street, the Grand Maratha has no
pretensions to contemporary architecture, having opted for the
signature look of a sprawling edifice in the tradition of the grand
hotels of the early 19th century. In so doing, it has opted for a less
flamboyant, more rooted sense of architecture and interior spaces. The
1.75 lakh square feet of stone it uses for its cladding and pillars are
patterned on the 18th and 19th century Victorian buildings such as the
General Post Office, Prince of Wales Museum, Victoria Terminus and
Gateway of India. In so doing, it has picked features from the Fort
area familiar to most Mumbaikars – the arched corridors of the
shopping districts and university buildings, the domed roof of VT, the
arch duplicating the Gateway of India, and even a version of the
popular Flora Fountain. An English garden has been laid along one
side.

Ashwin Moodliar, who heads the hotel’s

sales and marketing team, believes no other hotel in Mumbai can
match up to the Grand Maratha. "No new hotel has this space," he
indicates the individual floor lobbies and generous public spaces,
"because they would rather add more rooms. And none of the older
hotels can offer our cutting-edge technology." He’s probably right:
from temperature and ionization of the air that is sensor controlled to
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remove stale odours and bring in fresh air, to floor junctions in the
banqueting areas that become assembly points for all conferencing
aids, to in-room fax machines and interactive TVs that provide
internet access, the hotel has provided facilities keeping the corporate
traveller in mind.

Even room facilities begin from the group’s

executive club level, and include its Sheraton Towers and now its ITC
One – the only hotel outside of the Maurya to have this level of
sophisticated facilities.
The rooms, all of them running around a central atrium that is built
like a conservatory and houses its 24-hour Peshwa Pavilion
restaurant, are large, the bathrooms larger. In a city where space is
shrinking, it is this that may well become the hotel’s USP. The
accoutrements are lavish – silk, brocade, art, wooden floors and
screens – but the break from the pattern of the standard hotel
bathroom is refreshing.
Two of these are ITC’s branded products –
Dum Pukht, here with an extended menu, and Peshawari, which of
course is the Bukhara with no change in its decor or menu. An
unusual concept is Festivals, a restaurant that has a Mediterranean feel
but no fixed menu. Every few months, the hotel flies in chefs from
different parts of the world to literally, host international food
festivals.

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 While the idea of a Parsi restaurant was
dropped, a limited Parsi menu is offered at Dum Pukht. "We want to
make our restaurants central to a Mumbaikar’s life," he says. Given
that the new hotels in the vicinity have either smaller restaurants, or
have chosen not to emphasise their food and beverage service, the
Grand Maratha could be in a win-win situation. Its Bombay High – a
friendly, spacious lounge more than just a bar – is flanked to one side
by Catherine’s where the garden-like ambience is the hotel’s fine-
dining, flambe restaurant. Here, Cropp is planning to serve high tea in
the afternoon and oysters in the evening.
A few months later, on another side, Pan Asian will open. It will
feature five interactive kitchens to serve Chinese, Thai, Mongolian,
Korean and Malaysian cuisines. This is beside Upper Crust, the small
but elegant dining room that is open only to those residing in Sheraton
Towers or ITC One. Club guests have their own, separate lounge
where beverages and snacks are served.

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 DETAILS OF THE HOTEL

ITC MARATHA, A LUXURY COLLECTION HOTEL

MUMBAI

 Location: Near, Chhatrapati Shivaji Maharaj International

Airport
 Managed by: ITC Hotels Hospitality company
 Famous for: its exciting luxury experience.
 Major Attritions: Peshawari, Dum Pukht

ITC MARATHA, A LUXURY COLLECTION

HOTEL

 Sahar Airport Rd, near International Airport, Ashok Nagar,

Andheri East, Andher
 Mumbai Maharashtra 400099
 Phone: 022 2830 3030
 Fax: +91 22 2830 3131
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 Hotel Highlights

 5 floors, 354 rooms, 26 suites

 10 meeting rooms, 15,532 sq ft of total meeting space

Hotel Information

 Check-in: 2:00 PM
 Check-out: 12:00 PM

Property Information

 5 floors, 354 rooms, 26 suites

 5 Ball rooms
 3 conference halls

Services

 speciality restaurants
 complimentary breakfast
 buffet services
 In-room dining
 24×7 coffee shop

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 Guest service

 Baby sitting
 Cash machines/ATM
 Concierge desk
 Evening turndown service
 Foreign exchange
 Housekeeping service
 Laundry
 Newspaper in lobby
 Safe deposit
 Valet service

Restaurants & lounges

 Bombay high (The bar)

CUISINES
Bar
SPECIAL DIETS
Vegetarian Friendly, Vegan Options
FEATURES

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 Reservations, Seating, Wheelchair Accessible, Serves Alcohol,
Full Bar, Table Service, Outdoor Seating, Parking Available,
Television, Wine and Beer, Accepts Credit Cards, Non-smoking
restaurants

 Peshawri - ITC Maratha

Cuisines
North Indian Mughlai
Popular Dishes
Sikandari Raan, Mutton Raan, Onion Kulcha, Ras Malai, Set
Menu, Daal Makhani

 Dum Pukht - Itc Maratha

This is a fine dining restaurant serving North Indian and

Mughlai cuisine. It is known for its Lucknowi delicacies and
luxurious experience it offers. The place is a complete
gastronomic delight with a soothing ambience. The service is
excellent and one should definitely try its Betki Fish, Kakori
Kebab, Chicken Biryani, Dal Bukhara and Nihari when visiting
here.

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 Pan Asian-ITC Maratha

Pan Asian food in Mumbai is dime a dozen and comes in all

price range, from fancy to downright pocket-friendly. This is the
beauty of Pan Asian food that its easily available to all, no
matter how deep your pockets are. But in a vast city like
Mumbai, it’s hard to tell which eatery will be the best pick for
you so to make your search a little easier we have for you a
restaurant, which is considered one of the best Asian restaurants
in the city

 Dakshin Coastal-ITC Maratha

This establishment is one of the best South Indian serving

restaurants in Mumbai and takes deep pride in it. Dakshin
Coastal is a decadent experience. If you have a foodie friend
who lusts after seafood then take him to Dakshin Coastal. After
all, its menu comprises mostly of dishes from South Indian
coastal belt. You will find dishes from Kerala and Chettinad
regions here with emphasis put on succulent seafood
preparations.

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 Peshwa Pavilion - ITC Maratha

This 24X7 restaurant of ITC Maratha remains open all night

long and is an utter favourite of the night crawlers coming in
from a party. The Peshwa Pavilion puts out excellent

Front office

INTRODUCTION

It is the one of the many departments of the hotel business

which directly interacts with the customers when they first
arrive at the hotel. The staff of this department is very visible to
the guests.

Front office staff handles the transactions between the hotel and
its guests. The staff receives the guests, handles their requests,
and strikes the first impression about the hotel into their minds.
This is the place where customers first arrive in the hotel, where
they can check in at the front desk. Employees working in the
front desk will also help customers with problems and
complaints.
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 The front office in the hotel industry, also called the reception
area, which the receptionist is the one who get in touch with the
customers, most importantly, confirm their reservation and
answering their questions. The receptionist in the front office
will pick up phone calls from customers too, welcome
customers and also help customers checking out at last.

The employees who work in the lobby of the hotel are also part
of the front office as they get in touch with customers directly.
They will show customers the way and carry the luggage for
them. There are different parts in the front office of a hotel,
which included reception, providing services when customers
asked, mailing information, concierge and employees who
manage with money

Front office department includes

 Front Desk
 Uniformed services
 Concierges
 Front Office Accounting System
 Private Branch Exchange (PBX), a private telephone network
used within an organization

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Basic Responsibilities of Front Office Department

Following are the most basic responsibilities a front office can

handle.

 Creating guest database

 Handling guest accounts
 Coordinating guest service
 Trying to sell a service
 Ensuring guest satisfaction
 Handling in-house communication through PBX

Front Office Operations

These operations are visible to the guests of the hotel. The guests can
interact and see these operations, hence, the name Front-House
operations. Few of these operations include −

 Interacting with the guests to handle request for an

accommodation.
 Checking accommodation availability and assigning it to the
guest.
 Collecting detail information while guest registration.
 Creating a guest’s account with the FO accounting system.
 Issuing accommodation keys to the guest.
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  Settling guest payment at the time of check-out.

Front Office Hierarchy

The number of staff working under the front

office manager. The structure of the front office department depends
on the size of the hotel business, the physical size of the hotel, and the
hotel management policies.

Following is the general structure of the front office department:

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 Overview of responsibilities of the different staff of
front office department:

 Front Office Manager

 All administrative tasks

 Hiring staff
 Training
 Giving appraisals
 Ensure smooth functioning of the department
 Make departments budget
 Forecast sales
 Monitor reservation systems to maximize occupancy,
sales, and revenue
 Conduct department meetings
 Check arrivals, departures, and review all reports of the
FO department.

 Assistant Front Office Manager

 Supervise and coordinate day to day activities

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  Assign duties
 Check daily reports, arrival lists, departure lists, VIP
arrival, group arrivals
 Update FO manager about the happenings
 Coordinating with other departments like HK, sales, F&B

 Lobby Manager

 To ensure smooth check-in and check-out

 Handle guest complaints
 Coordinating with travel counter and airlines
 Coordinates with the security department and ensure the
safety and security of the hotel
 Ensure smooth functioning of the lobby
 Handle keys

 Receptionist

 Greet the guests on arrival

 Confirm the identity of guests
 Fill the registration form
 Assign room
 Prepare room status report and check discrepancy with
housekeeping

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  Process request for check out
 Inform late checkout, early check out to HK department
 Give information about the hotel, facilities and the city to
the guest

 Cashier

 Prepare guests’ bills

 Update guest transactions daily
 Exchange foreign currency
 Make closing balance account at end of shift
 Maintain house bank

 Front Office Responsibilities

 Directs and coordinates the activities of the FO

department.
 Creating guests’ database.
 Perform the function of a link between the management
and front office employees.
 Perform budgeting function.

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  Planning present and future needs for the resources.
 Schedule the tasks of the front office employees.
 Resolve guest problems quickly, efficiently, and
courteously.
 Reviews all the reports generated by all the sections
include night auditors report.
 Coordinate with the sales and marketing team to ensure
maximum sales and profit.
 The front office staff handles the transactions between the
hotel and its guests.
 Creating a great first impression in guests’ minds.
 Ensuring guests’ satisfaction

 Check-In Procedure

 Receiving and Registration

 Allocation of the room
 Secure Advance Payment
 Information Service
 Complete the check-in formalities
 Open the guest folio

 Checkout Procedures

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 Arrange Paperwork. The evening before, review all your
guests who are due to check out and arrange all their files
together. ...
 Greet the Customer. Make eye contact and greet the
customer by name.
 Ask About the Stay.
 Review Bill with Guest.
 Process Payment.
 Ask About Other Services.
 Thank the Customer.
 Report Back.

Work performed by me

 Welcome the guest in traditional way

 Take IRCs of the guest
 Serve welcome drink to the guest
 Attach photo ID and preauth to the reg card of the guest
 Update the reg card for the respective shift
 Tally the reg card
 Attach folios to the bill
 Escorting guest till the room
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  Helping bell boy at busy timing

FOOD AND BEVERAGE SERVICES

Food and Beverage Department (F&B) is responsible for maintaining

high quality of food and service, food costing, managing restaurants,
bars, etc.

Food and Beverage Service is the service of Food made

in the Kitchen and Drinks prepared in the Bar to the Customers
(Guest) at the Food & Beverage premises, which can be:

Restaurants, Bars, Hotels, Airlines, Cruise Ships, Trains, Companies,

Schools, Colleges, Hospitals, Prisons, Takeaway, etc

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 F&B Department Organization Chart

Duties and Responsibilities

 Food & Beverage Service Manager

 Ensuring profit margins are achieved in each financial

period from each department of F&B service.
 Planning menus for various service areas in liaison with
kitchen.

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  Purchasing material and equipment for F&B Services
department.

 Restaurant Manager

 Managing the functions in the dining room

 Ordering material
 Stock-taking or inventory checking.
 Supervising, training, grooming, and evaluating the
subordinates
 Preparing reports of staff and sales
 Managing budgets
 Handling daily sales and coordinating with cashiers

 CAPTION:
 Responsible for the operations of particular shift and
section.
 Receives and seats guest takes orders, does suggestive and
up selling.
 . Prepares drink orders.
 Does guest billing and posting.
 Attends to guest request and complaints

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 STEWARD
 Works in coordination with the captain.
 Takes orders.
 Picks up food & drink orders from respective kitchens.
 Does clearance and wiping of washed articles. 5. Re set
ups guest table.
 Assists captain in his work.

 TRAINEE
 Mostly he does all the back area work.
 Wiping off washed articles.
 Picking up of orders.
 Setting up of back area.
 Assisting in operations etc.

CO-ORDINATING DEPARTMENTS

 KITCHEN (Indian)
The Indian kitchen prepares most of the
items in the menu. These include all tandoori dishes, north &
south Indian dishes. The south Indian kitchen prepares all the
dishes in the menu those are south Indian including the
appalams, crustace and the famous degree coffee

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 SERVICE BAR
All drink orders (liquors, soft drinks and wines) are
made at the service bar. The service bar also takes care of room
service and lobby lounge

 KITCHEN STEWARDING
Kitchen stewarding take care of washing the cutlery
and crockery. Also, weekly buffing of various EPNS items are
taken care by kitchen stewarding

 HOUSEKEEPING
The Restaurant co-ordinates with the housekeeping
department for procurement of various linen & uniforms of the
staff. The department maintains an inventory of the linen given
to the restaurant as to keep control.

 OTHER OUTLETS
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 There are times when a certain beverage is unavailable
at the outlet. At such times, an IDT made and items are procured
from other outlets.

  FOOD & BEVERAGE CONTROLS 

The controls department takes care that there is
minimum pilferage of items (specially liquor)

WORK PERFORMED BY ME:

 Daily cleaning of back area

 Picking up the dry store
 Picking up the Beverage store
 Clearing the Buzzing tray in Bombay High
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 Picking up the Cake from the bakery as per the kot number
 Folding the cake boxes of 1 kg, 12 kg and 3 kg; as well as
folding the pastry box
 Making the take away of the guest
 Taking order from the guest
 Placing order on the table
 Clearing the table and dusting it from time to time
 Picking order of the guest from the butchery of raw meat
 Picking up order from the LVC kitchen i.e., the main kitchen
 Staking up of all tea and coffee supplies
 At the end cleaning up the coffee machine
 Covering all the items with cloth before closing
 Closing up of the cash and if excess, submitting it in the
finance.

The Grand ballroom

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The Grand Ballroom Spread across 230,000 sq.ft of meeting space
(indoor & outdoor), the Convention Centre is one of the largest in the
country. All Meeting venues are located the lower lobby level; with
high accessibility to meeting attendees.

Banquets

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DUTIES AND RESPONSIBILITIES

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 BANQUET MANAGER
 Planning of budget, work flow of important activities to be
undertaken to achieve the budget.
 Train the employee and devoice new up selling strategies.
 Responsible for the overall performance of the staff, to
maintain discipline.
 Prepare duty schedule and roasters
 Attend guest complaints and requests.
 Supervises the operations and renders support.
 Approves re-ordering of inventory for efficient work flow.
 Responsible for controlling pilferage in bar and keeps a
check on inventory

 CAPTION
 Responsible for the operations of particular shift and
section and finalizes everything with the event
coordinator.
 Receives and seats guest makes sure that the function is
running smoothly.
 Prepares drink orders.
 Takes care of the equipment’s required for the event.
 Attends to guest request and complaints

ROHAN PANDE 33
 STEWARD
 Works in coordination with the captain.
 Takes care of guest request.
 Picks up food for the buffet and replenish it from time to
time.
 Does clearance and wiping of washed articles.
 Makes sure that the buffet arrangement is clean.
 Assists captain in his work.

 TRAINEE
 Mostly he does all the back area work.
 Wiping off washed articles.
 Picking up of orders.
 Setting up of back area.
 Assisting in operations etc.

 HOSTESS
 The hostess is the “face” of the Restaurant. Their job
includes escorting the guest, taking reservations, folding
napkins etc.

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 CO-ORDINATING DEPARTMENTS

 KITCHEN
 The Indian kitchen prepares most of the items in the menu.
These include all tandoori dishes, north & south Indian
dishes. The south Indian kitchen prepares all the dishes in
the menu that are south Indian including the appalams,
crustace and the famous degree coffee

 SERVICE BAR
 All drink orders (liquors, soft drinks and wines) are made
at the service bar. The service bar also takes care of room
service and lobby lounge

 KITCHEN STEWARDING
 Kitchen stewarding take care of washing the cutlery and
crockery. Also, weekly buffing of various EPNS items ai
taken care by kitchen stewarding

ROHAN PANDE 35
 HOUSEKEEPING
 The Restaurant co-ordinates with the housekeeping
department for procurement of various linen & uniforms
of the staff. The department maintains an inventory of the
linen given to the restaurant as to keep control.

 OTHER OUTLETS
 There are times when a certain beverage is unavailable at
the outlet. At such times, an IDT made and items are
procured from other outlets

 ENGINEERING
 Any repair or maintenance work at the outlet is carried out
by Engineering Department. Maintenance of coffee/ tea
machine, microwave & other equipment’s.

 FOOD & BEVERAGE CONTROLS

 The controls department takes care that there is minimum
pilferage of items (especially liquor)

ROHAN PANDE 36
  FRONT OFFICE
 To get information about occupancy, house count. Info
about Group’s, VIP’s, Crew Movements. Info about
reservation status i.e., whether RRIB or not. To check for
any billing instruction, discounts etc.

 STORES, PURCHASE, RECEIVING

 Requisition for general inventory or bar stores is sent &
same is procured as & when required.

HOUSEKEEPING

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Housekeeping is the backbone of the hotel. The housekeeping
department is responsible for the upkeep and maintenance of the
entire hotel. One of the first impressions, guest forms when he walks
into the hotel is a reflection on the housekeeping department- how
clean, a pick-n-span and well maintained are the surroundings. No
hotel can function without this department because it overseas
everything from the guest rooms, public areas, laundry, linen,
horticulture & flower arrangement to maintenance3 of housekeeping
equipments, which is now becoming increasingly high-tech.
Considered a back of the house operation earlier, the perception of
housekeeping has undergone a sea change, Now, not just managers
but staff at all levels including the housekeepers are being encouraged
to interact with the guests. Since the feedback they receive is the first
hand, it simply helps the management to respond promptly to the
guest requirements. This also helps to update guest history more
accurately. Increasingly more responsibilities are being delegated to
the housekeepers who are being groomed as Guest Service Agents.

 Room inventory Room Types Number of Rooms Superior

Room 380 Executive Suite, Deluxe Suite, Luxury Suite,
Executive Club, The Towers, ITC One.

HIERARCHY (HOUSEKEEPING DEPARTMENT)

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 JOB DESCRIPTION

 EXECUTIVE HOUSEKEEPER 

  Takes briefing for the Housekeeping HOD’s.

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  Makes sure that the housekeeping service standards are
maintained. • Attend the morning HOD meeting.
 Prepares Duty roasters for the Housekeeping HOD’s.
 Sanctions leaves and offs.
 Responsible for the overall performance of the staff, to
maintain discipline
 Attend guest complaints and requests.
 Supervises the operations and renders support.
 Approves re-ordering of inventory for efficient work flow.

 HOUSEKEEPING EXECUTIVES / SUPERVISORS

 Gets the work done from the room attendants.

 Check the total departure / vacant status of the rooms.
 After the room is done clear the room and make it available
for sale.
 Make sure that the room is in the standard condition.
 Checks for any maintenance work to be done.
 Checks for the room / bathroom amenities.
 Arrange the linen and toiletries for the room attendants.

 ROOM ATTENDANTS

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  Place all amenities and linen in the Housekeeping Trolley.
 Check the no of departure/ crew / vacant rooms.
 Start with the departure rooms.
 Cleaning of the room thoroughly.
 Cleaning of the bathroom thoroughly.
 Placing the toiletries and room amenities properly.
 Checking if any maintenance works to be done.

HOUSEKEEPERS REPORT

A Housekeeper has to prepare a report known as the occupancy

report in, which the current status of the room is given. All the
occupied room, room, clear room, and rooms etc. is listed on this
report. The report is prepared and sent to the reception thrice a day.
These reports are then tallied with those of the reception and the
discrepancy report is then prepared basically to know the latest
position of the rooms. The report must have the signatures of the
supervisor who prepares and sends the report down to the front office.

LINEN ROOM

It is one of the most important sections in Housekeeping.

All the departments depend on the linen room to get their linen and
uniforms laundered. Linen room supervisor heads the linen room. The
soaked linen is collected & counted in front of the House man for the

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right count. The badly and damaged stained linen is kept aside.
Warning is issued to the person responsible. The description of soiled
item, soiled count, clean linen received, balances and other remark is
entered in linen exchange slip. Clean linen is given in exchange
against the number of soiled linens.

WORK PERFORMED BY ME

 Collecting the linen from the laundry.

 Setting up the Trolley.
 Distributing linen equally for each floor.
 Collecting the soiled linen from each floor through
shooters.
 Taking the soiled linen back to the laundry. CLEANING
OF THE ROOM
 Leave the door wide open until work in the room is
completed.
 Turn on every light, if any bulb is burned our report
immediately and switch off the lights.
 Immediately report any damage to the room, furniture and
equipment.
 Any article left by the guest in a departure room should be
reported immediately.

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 Hang any article of clothing found on the bed, chauffeurs
or furniture, neatly in the closet.
 Printed material, magazines and other papers, which are
not in the waste paper basket, should be placed neatly on
the dresser.
 Empty all the ash-trays in the waste paper basket spread a
newspaper on the carpet and empty your waste paper
basket on it. Never put your hand inside the basket.
 Gather all soiled linen and other waste from the bathroom
strip the linen from the bed, shake the linen out thoroughly
over the bed to make sure that no clothing or other articles
are mixed with the linen.
 Show the bed linen, mattress are wet, stained or torn
report it at once.
 Gather all soiled linen in bundle and take it to the hamper
on your trolley. Be carefully noted to overload the hamper.
 Bring the clean linen and make the bed.
 Check and replace the guest supplies.
 Clean the wardrobe shelves and rod. Keep 16 hangers in
room. Keep three laundry bags on the top shelf with
laundry list. Dust the inside doors, wardrobe floor and
corners.
 Open the dresser drawers and clean them. Place the
prescribed guest supplies in the appropriate drawers, the
item and amount is given on your checklist.
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  After providing the night service, keep the bed spread on
the top shelf of the wardrobe the luggage rack in case shelf
has no place.

CLEANING OF BATHROOM

Remove all the guest and Hotel article from the

marbles top of the wash basin.i.e. gargle glasses, ashtrays etc.
Remove soiled linen including bath mat and rug. § Clean the light
fixtures. Clean the mirror with the wet cloth and then give shine with
dry cloth or old newspaper. Clean the wash basin and marble top with
VIA and sponge tines with tap water and dry it with towel duster.
Replenish guest supplies and it arranges neatly guest and hotel articles
removed in step no 1. Clean water clots with Vim and brush from
inside and outside. Sufficient phenol may be used to the W.C. keep
three hygienic bags at the neck of water closet, close seat cover and
put on satire band. Wipe and dry show curtain with towel duster and
keep away when washing the bathtub. Washing bathtub with Vim and
brush, rinse with clean water and dry with towel duster. Empty and
clean the laundry basket. Spread shower curtains and place it in the
bathtub. Clean the bathroom floor and dry with mop. Replace fresh
bathroom linen.

WASH BASIN

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 Toughly chain the inside and outside the basin. Stopper
chain and water outlet should be cleaned properly. All the chrome
fixtures should be dried with a clean cloth to remove water spot.

TUBE AND SHOWER

Test water closet, seat and seat cover must be

cleaned inside and outside. Clean the set hinges and flush valve, clean
and wipe dry the sear and use the hygienic band in departure rooms.
Disinfectant W.C. with phenol. Never use water from toilet for
cleaning purpose. Dust inside the bathroom door. Wipe off the soiled
places. Equipment used on the floor should not be use in the tub and
wash basin. Replace the rug and bathmat. Turn off the lights and close
the door.

DUSTING

Dust the room completely starting with the entrance door

frame work around the room. Dust all doors, doors frames, pictures
windowsills and frames. Dust furniture makes sure nothing is left
there. Dust bed board lampshades and based and telephones

TURN DOWN THE BED

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Pull the night spread gently back, exposing the pillows. Fold the
spread in a three-way fold.

Top toward the bottom of the bed, approximately ¾ of the way up. 2.
Bottom towards the head of the bed, approximately ¾ of the up way.
1. Fold the left side to the centre. 2. Fold one more time and you have
a folded spread that will fit on the closet chief, baggage bench or in
the dresser drawer. 3. Pull back the second sheet, blanket and the third
sheet in operations, in to triangle. a) Double bed rooms occupied by
two persons, follow the same turn down procedure on both sides of
the bed. b) Twin bed rooms occupied by one person, turn down bed
nearest to bath room. Turn down the bed facing the night table. c)
Twin bed room occupied by two persons turn down each the bed
facing the night table. d) Place the Good Night amenities on the
pillows.

KITCHEN

INTRODUCTION

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 Hotels are justify proud of their reputation for fine
cuisine and elegant dining. Food production is an integral part service
of hotel. When the guest arrives at the hotel, he not only expects good
food of the highest possible standards Especially in today’s times with
growing competition it is very essential that the hotel tries to provides
as many food outlets to the guest serving various kinds of quality
cuisine.

Nowadays the restaurants not only provide services to the

in-house guests but also to the local guest the recognized patrons.
Food production is the conversion of food from the raw to the
palatable state. It is no longer a profession concealed in mystery like
the secrets are available easily today with its formula. There
principles, procedures and techniques in food production just as there
are in other fields.

Food production is respect connoisseurs of food who have

been passing techniques and styles of cooking from generation to
generation. It is due to this fact that food production has developed to
the advanced form it portrays today. Even for achieving the goal of
profit, emphasis is not only on quality of food and techniques of
presentation but also on hygiene ‘nutrition, satisfaction and economy
to a customer, at there are six restaurants and room service available
for providing service to the guests.

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 For the functioning of these outlets there a series of
kitchen provided. Although these entire kitchens were not covered
during our training period the following were provided to us for the
same.

Kitchen Brigade

JOB DESCRIPTION

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 Executive Chef Responsible for: Kitchen section
Duties & Responsibilities

 He is responsible for overall smooth and efficient

functioning of the whole section.
 Ensures that prescribed recipes and standards are
followed.
 Responsible for quality control, improving standards and
innovation.
 Co- ordination with all the other departments and section
of the kitchen.
 Attend the morning meetings and perform administrative
duties for the section.
 Prepare the duty roasters.
 Authorizers all the formats.
 He is also authorized for granting leave to personnel in
his own section.

 SOUF CHEF Responsible

 The sous chef is responsible for his particular department
which may very e.g. pastry, garde manger.
 He issues a duty register for his department and hands over
duty sand responsibilities for the staff working under him.

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  The sous chef is answerable to the executive chef and hr
has to keep the functioning of his particular up to date.
 He sanctions overtime and leave for the personnel in his
department.

 CHEF DE PARTE: Responsible to : Master Craftsman

Responsible for: Chef working under him Duties &
Responsibilities:
 Ensures that the food items are picked up timely and
checks portion control.
 Task over the duties of master craftsman in his absence.
 Prepare the storeroom requisition.
 Ensure the proper storage of raw materials.
 Ensure correct maintenance and usage of equipment.
 Supervise the wastage control and mis-en-place.

 COMMIS
 Maintain overall cleanliness.
 Prepares the food dishes.
 Responsible for proper usage of raw materials and
equipment’s.
 Ensures proper storages of raw materials.
 Ensures the store kick- up is proper.

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  APPRENTICE COOKS Responsible
 The apprentice cooks are on the induction level as they
have to develop their knowledge about the basics of
cookery.
 As apprentice cooks, their main objective is to help out,
learn and be observant at all times.
 Most of the times, they are handed over with task like
cleaning, cutting and doing mis-en-place.

THE KITCHEN SUBDIVISIONS

In the hotel, they use the decentralized system

of kitchen functioning though in some places centralized system is
used. The main sections of the food production department are

  MAIN KITCHEN
This section of the kitchen is divided into 3 sub section
as following: a. Soup section b. Hot range (continental) c. Indian
Kitchen This section mainly serves to outlets as room services,
La Rochelle, Coffee shop, Banquet.

 GARDEMANAGER

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 This section deals with the cold meat and food for
the department. It serves to all the outlets of the hotel such as
butler pantry, Room service, Coffee shop, La Rochelle, other
section of the kitchen etc. It is a decentralized kitchen working
24 HRS. 

  BAKERY
This section of the kitchen working continuously and
producing high quality cakes, pastries, desserts, bread rolls etc.
It is a decentralized kitchen working 24 HRS

 BUTCHERY
Butchery in hotel terminology is also called “Meat
Fabrication” as it is involved in changing the form of meat,
poultry, fish etc. from unclean and large chunks to clean and
appreciate sizes as required for various purposes.

 COFFEE SHOP KITCHEN

This kitchen serves all the continental dishes on the
menu 24 hrs- a day.

 SPECIALTY KITCHENS
These are the kitchen solely working for the
restaurant they are attached to. This kitchen produces only the
type of cuisine offered by the restaurants. The kitchens work on
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break shift basis except for north west frontier cuisine kitchen as
it involves a great deal of cooking over a lo0ng period of time.

 INDIAN KITCHEN
This section is the main kitchen which is responsible
for the preparation of all Indian. Tandoor section: This section is
responsible for the preparation of the all-tandoor items. Its basic
function of the morning includes supply of breads to La
Rochelle. Halwai section: This section is involved in the
preparation of all Indian sweets whether hot or cold. All the
dishes are prepared by the halawai for ‘a al carte menu’ as well
as banquet parties and kept in the cold storage under lock and
key.

 BAKERY
The bakery consists of a twin room enclosure called
the confectionery and the bakery (the place where all the baking
is done) with its own walk-in and deep freeze. It is the place
where the preparation of the cakes, Breads, Pastries, and Tarts
etc takes place. It provides a large variety of desserts and
beverages for the benefit of the guest. It is a guest’s delight to be
in the outlet which brings into combination one of the best
products with the hospitality of the staff at the work. The bakery
provides service to coffee shop, Room Service, La Rochelle,
Butler pantry, Banquet, Pantry shop & all specialty kitchens.
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 CONTINENTAL KITCHEN
As the name clearly indicates, it is responsible for the
preparation of all continental dishes and their service to outlet
such as La Rochelle, room service, and the banquets. This
section is divided into 2 parts.
1. Soup Section.
2. Hot Range.

Soup Section:
This is the section preparing all types of soups for
all banquet functions and restaurants. The section has one
chef working, who prepares all the soups. Every day about 7-
8 soups are prepared including the party soups and the quality
produced is 150 cups of each soup daily.
This section also prepares stocks of different
type for use in soup section as well in any other part of
kitchen as required. The section gets the raw materials in
daily requisition basis to stores and butchery. The soup
prepared everyday includes. Mulligatawny soup Cream of
Tomato Soup Tomato Shorba Soup Cream of Leafy Spinach
soup Cream of Mushroom soup Seasonal soups.

Hot Range

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 This section of the main kitchen is responsible for
preparation of food for the restaurant buffets in the morning
and a la carte menu to the restaurants in the evening. It is
further divided into the following. Vegetable section, Grill
section, Range section, Saucier section, Pantry section

The shift does the following duties

 The function prospectus is once again cross examined

though done before also.
 The kitchen is set up.
 Mis-en place for food stuff is done.
 Buffet food is prepared and sent that it is picked up
timely.
 Stores are bought (includes grocery, perishable, butchery)
 Soups are prepared and given to outlets & rest are stored.
 The shift also does indenting for raw materials for next
day

EVENING SHIFT

 Stores are brought (if ant balance is there)

 The kitchen is once again set up.
ROHAN PANDE 55
  Order of food is prepared.
 Mis-en place for their own shift is done.
 Soups and other items for the banquets and prepare.
 Live pasta is provided for in case demanded for the party.
 Mis-en place or the closing, duties and clean-up is carried out

EQUIPMENT IN CONTINENTAL KITCHEN

Name Function
Roasting pans For bulk Sauteing, Frying etc
High pressure burners For cooking food

3 Tier Oven For roasting meat products

Salamander For Gravitations
Hot plate For slow cooking Grill For
grilling food

GARDEMANAGER

The Garde Manager or the cold kitchen is the place

where all carvings and displays are carried out. Here the staff is
skilful and the work done is very different from the other kitchens.
Various salad displays, fryer displays, meat platter displays in a

ROHAN PANDE 56
decorative and fancy manner are done to improve the image and the
standard of the hotel.

Fancy carving and decorative displays are always liked by

the guests. The total strength of the kitchen comprises of 7 people.
The Garde Manager is small kitchen with one walk-in cooler and our
traulsen. It is located right beside the pastry kitchen and is not far
from the main kitchen. Here the items and displays would be made
according to the pastry sheet. It mainly caters to parties and buffets.

Duties and Responsibilities:

Pick up the stores, Open and set the kitchen for

function. Cross check the function prospects. Prepare the salads for
buffets in coffee shop and La Rochelle. Prepare cold meat platter,
canapé platters for outlets.

Prepare dressing and garnishes for salad buffets.

Peeling of sweet lime and talking out the juice for La Rochelle lunch.
Preparing for next day’s breakfast fruit platters.

Other related functions:

1. It prepares classical canapés for banquet functions.

2. It also carried out Ice carving and pumpkin carving etc.

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Equipment’s Used In Garde manager

Slicer For slicing of meats, vegetable,

fruits of equal size.
Juicer For taking out juices
Traulsen Product For storage of frequency used
perishables
Walk In Used for storage of items
Gravity Feed For slicing Breads, eggs etc

DISPLAYS MATERIALS:

Garde manager is an innovative image creator for the hotel and thus
there are various material used for displays of products. Some of them
are as follows:

 Marble tops
 Mirrors with wooden beadings of very thin thickness.
 Silver platters covered with jelly or has no direct contact with
fruits, vegetables, etc
 4. Glass / ceramic bowls.

STANDARD PRACTICE

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 Slice the garde Manager section deals with highly
perishable products, there are some points to be kept in mind while
working, in this section, these are is follows:

 The products used should be fresh as possible. Salads should be

prepared close to pick up time to ensure freshness.
 The dressings and garnishes should be prepared freshly and
accordingly.
 It is advised to use gloves during handling of raw fruits and
vegetables, as they are highly susceptible to bacteria and other
germs

ITEMS PREPARED

Russian Salad: Peas, Potatoes, Pineapple, Carrot (sliced). Mix

with mayonnaise and seasonings. Chicken Salad Hawaiian: Chicken,
Pineapple, Capsicum, Potatoes. Mix all this in mayonnaise and
seasonings. Chicken Chaat: Diced chicken tomatoes, coriander leaves,
green chilies, meat masala, tamarind chutney, jeera powder, black
salt, dhania. Mix well. Chicken salad / Barbeque sauce: Shredded
chicken, julienne of capsicum, potatoes and pineapple. Add in
barbecue sauce and seasonings. For barbecue sauce: tomato paste,
water, sugar, vinegar, Wostershire sauce, mustard, salt, spices,
modified food, starch, benzoate of sodaand a preservative. (However
barbecue sauce is used ready-made). Chicken Salad Veronique: Same
as chicken salad Hawaiian but garnished with white grapes. Chicken
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Roulette: Fillet of breast with gelatin sprinkled. Stuffing is of your
choice i.e. chicken mousse, cheese, mushrooms etc. Then finally it is
poached. Chicken / Ham Mousse: Shredded chicken / ham is minced
in the buffalo chopper. Then the platter is added and the mixture is
made into a paste. Cream may be added if decided. Sprouted Beans
chaat: Sprouted beans, capsicum, tomatoes, tomato sauce, tamarind,
chutney, coriander, chaat masala, dhania etc.

Artichokesalad:

Small or tiny dices of tomatoes, capsicum, artichoke,

onions, seasonings. A lemon dressing is added. Soaked Chicken
Salad: Shredded chicken, tomatoes and capsicum julienne. Add lime
juice and seasonings. Cocktail Sauce: Mayonnaise, tomato ketchup,
Worstershire sauce, tabasco sauce, lime juice, brandy and seasonings.
Honey Lime Dressings: Add honey and lime juice, this can be used as
dressings for salads (Ratio of honey and lime is 3:1). French dressing:
Vinegar, oil, mustard, salt and pepper. Sprouted Moong Salad:
Sprouted moong, French dressings, lemon dressings, barbecue sauce,
tomato and capsicum dices and seasonings. Egg salad: Julienne of
tomatoes, cucumber, capsicum, eggs, coriander, salt, pepper and
mayonnaise. Curry Boy Salad: Diced eggs, lettuce, chopped chilly,
chopped onions, salt, pepper, mayonnaise. Waldorf salad: Diced
pineapple, diced apples, mayonnaise, seasonings. This is garnished

ROHAN PANDE 60
with finely chopped walnuts. Tossed Salad: Diced tomato, cucumber,
radish, seasonings. This is toast in French dressings.

DRESSINGS:

 Italian: Rosemary, Thyme, Tarragon, Oregano, Salt, Pepper,

Mustard,
 Vinegar, Salad Oil. 2. Walnut Dressings: Chopped Walnuts in
French dressings.
 Cream Dressings: Grated cheese and cream.
 Chantilly Dressings: Mayonnaise Sauce, lime juice and
seasonings.
 Thousand Island: Tartar Sauce, tomato, ketchup, Worcestershire
sauce, paprika.
 Cream Mayonnaise: Mayonnaise, vinegar and garlic paste.
 Peach Dressings: Mayonnaise, water, vinegar, and finely
chopped peach.
 Curd Dressings: Curds, onions, chilies and seasonings.
 Paprika Dressings: Paprika powder and vinaigrette.
 Thyme Dressings: Thyme and vinaigrette.
 Green Goddess Dressings: Make tartar sauce, add parsley juice
and chopped Parsley. This has a greenish color.
 12. Avocado Salad: Avocado, lime juice, cocktail sauce,
seasonings, garnished with Pimento and black olives.
 Chicken Salad Florida:

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 Cottage Cheese Salad: Strips of cottage cheese garnished with
cocktail sauce.

BUTCHERY
Butchery section is the section where all the meat,
poultry and fish items are received. Due to increasing demand
for non-vegetarian items, the hotel have built a separate unit in
the premises itself, called butchery. From butchery, the meat
products are supplied to all the satellite kitchens as well as the
main kitchen.
Nearly 80% of the meat items are cleaned and packed
and stored here for the future use by different outlets.
Remaining 20% stored in the way it comes from the suppliers,
needing to clean etc. They are then cleaned of their refills and
other parts which can cause spoilage then stored, freshly packed
in a bag. Butchery is also called as meat fabrication area of the
hotel.
The butchery is headed is headed by a chef the parties.
The area of this unit is sufficient enough and clean. All the work
here is carried out by team headed by a senior chef, senior
cooks, Cooks, Butcheries and apprentices. Last in the order
come the trainees. Butchery has two walk INS and deeps, for
fish and sea products and for meat products. Temp of walk-in 8-
10°C. Temp of deep in around-14°C

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 All the different cuts are coded and packed in
plastic packets, which are then stored in plastic baskets and kept
in the deep or wale-ins. However, there is standard pattern
followed before packing and storing. All items are first packed
in plastic bags and then put in vacuum machine. After the item
is vacuumed, the packets are transferred into baskets and kept
inside.
All kitchens except main kitchen send their
requirements one day in advance. So, at the end of the day, chef
goes through the form of a computerized indent sheet and places
items of various outlets in different baskets and put a tag on
them. Main kitchen orders through order tickets as their
requirement may change at any time due to unpredictability of
parties in the banquet halls.
All costs are adjusted in the computer at a later
stage. All the items are dated and FIFO system is followed. The
inner deep is actually meant for extra stocker for the items
which are not used at a regular basis. Stocktaking is carried out
on every Wednesday and on Monday night, fumigation process
is carried out. Therefore, on Tuesday morning, all the walk-ins
and deep are cleared thoroughly.

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INTER DEPARTMENTAL RELATIONSHIP
The ‘Kitchen’ has a direct relationship with
the following departments: F & B Outlets It has been already
discussed how the kitchen is related to the F & B outlets. (The
outlets swell what the kitchen provides) the intimate relationship
makes the earning & maximization objective of the F & B
department, a realty.
Kitchen Stewarding Stewarding serves the
kitchen in the following ways: Cleaning of kitchen areas thus
ensuring properhygienic standards, Cleaning kitchen utensils.
Reporting possible faults in kitchen area & machinery to the
engineering and maintenance department. House-keeping
department: For uniform. Other Operations: Kitchen staff and
kitchen stewarding department jointly run the staff cafeteria

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TRAINING ASPECTS

 Aim and Objective of Training

Doing Hotel Management Only by Theoretical
Knowledge means of bookies not perfect solution for the
achievement in the hotel industry. It requires Proper and
practical knowledge about each and everything in an hotel
industry. I kept my goal to learn most out of this practical
induction training programme. By working in each and every
department of the hotel and get to know the secret behind its
successful working in this competitive world.

 Identify Strengths and weaknesses

During this training period, I got to know
completely about me that where I am lacking around. With this I
corrected my mistakes also with the help of seniors who taught
me and corrected my mistakes, showed me the correct way to
work and some hospitality standards.

 Discipline

ROHAN PANDE 65
 In order to survive in the hotel industry as a trainee, also
as an employee firstly we have to maintain discipline and a good
relation with our seniors and heads. Maintaining attitude plays
an important role, in case of guest as well as of seniors; but it
should be of correct manner. No matter where to succeed
Discipline matters a lot.

 Speed
I got to know the importance of speed in hotel industry, when
we work 247 no matter what the time is, we have to serve the
guest at most speed with accuracy.

 Flexibility
A trainee needs to be flexible; hotel has its core
department which are further divided into sub departments. As a
trainee we get to work in each and every department. We always
need to change ourselves according to the department.

 Initiative
Being a trainee, I got to know about each and every
department in and out. At many times during the absence of the
seniors and heads, I had to take my own decisions and take
initiative and tackle the guest with the rules as per taught by
them.

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 Motivation
Being self-motivated when the guest appreciates for
the service provided by us. Also, my colleagues and seniors
motivate me when I do Which is impossible for me.
 Inspiration
I used to get inspired by the colleagues and seniors
working in the department. They teach us each and everything
that what is right and wrong? Handling guest complaints being
the departmental head and responsible for it.

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DIFFERENT DEPARTMENTS OF TRAINING

 Housekeeping
 Guest Floors
 Guest Rooms
 Public Areas
 Lost and Found

 Food and Beverage Service

 Mumbai Express (Serving Guest and Clearance)
 Back Area

 Food Production
 Garde manager
 Continental Kitchen
 Al-acarte
 Indian
 Guest Buffet

 Front Office
 Front Desk

 Back Office
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 Reservations
 Rooms Control
 Laundry
 Using Pressing (CALENDAR) Machine
 Puffing Machine
 Human Resources
 Record rooms

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DETAILED TRAINING EXPERIENCE

Housekeeping

One of the most core department of the hotel without

which the hotel cannot run smoothly. The initial days were really
hardworking. But I like to clean the dirt and the stains and mostly the
bathroom and I don’t think it tough. This was the vast department
spread all over the world.

Later on, I got myself involved into the work and

the interaction with the guest appreciating my work performed. it is
true that ‘Cleanliness is next to Godliness’. I also worked for few days
in Lost and Found.

Food and Beverage Services

From the very start of my training in F&B and f Department I was

Given to work in front area and serve the guest, where I was
appreciated for the work done. I also learned some techniques to
serve, Where I got self-Motivated . Working in Food and Beverage
was all about Style and Attitude and a bit of fast work to satisfy the
guest needs as early as possible.

Food Production

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 Kitchen was a place with huge responsibilities, where we
have to play with fire with right time and right things. It itself is the
secret of success behind the hotel. the secret Ingredients are never
spread out. It is really hard working and requires a lot of efforts to be
perfect. it’s all about correct methods and correct ingredients of
cooking. Hence this was the department where II enjoyed a lot and go
to learn about new things every day.

Front office

It’s the first impression of the hotel. Front office deals in

with guest for Reservation and registration of rooms or to know about
the hotel in case of any city guest who is not staying with us and
solving their queries. they are the real revenue market for the hotel.
there are they real salesman who actually attract the guest with their
power of communication. Being in front of the guest knowing about
their needs and fulfilling them was of caring and joy. Handling the
system of the hotel i.e., OPERA was of a real learning experience to
me.

Laundry

This is the department which does not comes in contact of the guest.
But is always responsible for the cleaning and pressing of the guest
clothes and also of the staff employees. They also Clean the

ROHAN PANDE 71
Bedsheets and Dusters, which is essential for the cleanliness and
maintenance of the rooms.

Human Resource

When I entered in this department it was running busy as there was

AAW (Associates Appreciation Week). I learned there to scan
documents and learn about the maintaining of files of each and every
employee. This Department is the heart of the hotel

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 LEARNING OUTCOME

 Housekeeping
 Learned to make guest rooms of a particular guest floor.
 Learn to set floors pantry and maids cady.
 Learned the use of chemicals on different surfaces.
 Learned to vacuum guest rooms and corridors.
 Learned how to clean washroom as per guest standards
 Learning various types of folds for different towels
 Learned how to do super cleaning of guest rooms
 Learned how to make bed as per the hotel standards
 Learned how to check minibar.
 Learned to take room discrepancy report
 Learned to handle guest complaints.
 Learned to do follies in guest rooms.
 Learned the procedure of Lost and Found.

 Front Office
 Firstly, learned how to greet the guest
 Learned how to communicate with him.
 Learned guest rooming and escorting them

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  Learned how to take Reservations.
 Learned how to do message slipping beneath the guest
rooms door
 Learned to take guest calls and also to respond them
 Learned to give wake up calls
 Handling of OPERA system.
 Updating the Reg Cards.
 AT the end of the shift Tallying them according to the
2014 report.
 Scanning photo Id’s of the guest.
 Taking Pre auth of the guest.

 Food and Beverage Service

 Learned how to do table set ups
 Learned how to do napkin folds
 Learned how to do clearance
 Learned how to do services of different types of tea and
coffee
 Learned how to do sideboard setup
 Learned how-to pick-up food with KOT number
 Learned how to make different types of tea and coffee
on the machine
 Store pickup
 Learned how to place order on to the guest table
 Learned how to close the cash

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  Learned the closing of the restaurant
 Learned to make takeaways
 Learned to work as a team player

 Food Production
 Learned tagging in Walk in
 Store pick up
 Learned to do different juices as per KOT
 Learned to make different types of starters
 Learned how to cut fish and chicken
 Learned how to refill buffet and maintain back up
 Learned how to make French fries, Potato wedges and
different nuggets
 Leaned to set up breakfast buffet
 Learned to set up the pasta counter
 Learned to handle live sandwich counter
 Learned to handle live omelette counter
 Learned to handle live pasta counter

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SUMMARY

It all started with the Interviews. This was a very tough

period for, as I was going to undergo Interviews for the first time in
my life. As I thought I had to undergo 6 Hotels with Interview Where
I got selected in the last hotel Which was Very close enough to my
house. Hence, I was a bit depressed for not getting selected in 5 hotels
just for the training; but also, a bit happy to be getting selected in ITC
MARATHA MUMBAI. My training schedule was from 15th
December to 06th March, Overall, 84 days.

The initial training period was tough and difficult

to get addict to the work scenario. After some days I got addicted to
work. I experienced many new things in life. The training period was
a turning point in my life Where I got to learn many new things in
life. I got to learn each and everything of all the departments, types of
services which are availed in hotel and a lot many things. Working
with new people was not so difficult as I got got friendly with them a
learned a lot many new things.

During these 84 days I completely changed myself to

be a hotelier and also gained a lot of confidence. I got to know the

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meaning of hard work. My whole training period was wonderful
learning experience. I got to deal with skilled and experienced staff
members who were very supportive both in getting the work done and
providing information.

Working with experienced staff has helped me a lot in

learning how to get the maximum work done in short period of time.
Working with them even made me value manpower and time. My
whole training period has made me more confident about my
communication skills as I was in constant contact with the guest,
seniors and other staff members.

This training has made see the Hotel Industry in its

true light. It has made me realize that Hotel Industry is much more
than just fun & pleasure; it’s a lot of hard work. Once again, I would
like to thank all the people who gave me an opportunity to feel the
Hotel Industry so closely and even those who helped me through my
whole training period

BIBLOGRAPHY

 https://www.marriott.com/hotels/travel/bomlc-itc-maratha-a-
luxury-collection-hotel-mumbai/
 https://en.wikipedia.org/wiki/ITC_Limited

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ANNEXURE
Some tables set by me in banquet

Room set by me at ITC Maratha

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 Table set by me at coffee shop

Evening service at Dum Pukht

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Bar set by me and my senior

Some images of itc Maratha

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ROHAN PANDE 81