Training letter.

CONTENTS

1. Introduction :Company Profile, Hotel’s Introduction

2. Front Office
3. Food & Beverage Services
4. Food Production
5. Housekeeping
6. Other service departments
7. Summery
 The Leela Ambience

Introduction

The Leela Ambience Hotel is a luxury hotel known for its sophisticated design, world-
class amenities, and impeccable hospitality. Part of the renowned Leela Palaces,
Hotels, and Resorts group, it offers an exceptional blend of Indian tradition and
modern luxury.

Located in prime urban locations, The Leela Ambience hotels often feature elegant
interiors, spacious rooms, fine dining restaurants, and state-of-the-art facilities,
including spas, banquet halls, and conference centers. Perfect for both leisure and
business travelers, the hotel ensures a memorable experience with personalized
service and attention to detail.
 diplomatic missions. Front office

Introduction:-

The front office as the name suggests is the first and last point of contact for a guest. Their
important roles are:-

• Front office is one of the major operational department of the hotel which generates two third of
the revenue earned by a hotel from the sale of the guestroom.
• To reservation, registration, of guests and allot rooms to them.
• It is the first and last point of contact for a guest.
• Has a visible role in creating the image of the property.
• The front office plays a vital role in the receiving and processing of reservation requests from the
guests.
• The front office plays a vital role in handling the complaints of the guests during their stay in the
hotel.
 ORGANISATIONAL CHART

Front office
Manager

Duty Manager

Receptionist Reservationist Travel desk Valet parking Bell boy

TRAINEE

NUMBER AND TYPES OF ROOM

TARRIF CARD

The official rate of the hotel guestrooms:-

Room INR
Executive twin bed 4949+taxes
Superior king bed 3949+taxes
Executive king bed
Superior twin bed

Suite room 8649+taxes

 DUTIES AND RESPONSIBILITIES OF FRONT OFFICE STAFF

1. FRONT OFFICE MANAGER

Reports to- General Manager

• Recommend and monitor a front office budget and plan for the year.
• Check the arrivals of the day and inform VIP arrivals to management.
• Direct and coordinates the activities of the front office department, which
• Includes room reservation, guest room assignment, mail and information.
• Approve staff rotations and duties and organize extra hands when required.
• Exercise revenue and yield management to maximize room income.
• Monitor proper billing and cash recovery by the cashier.
• Maintain discipline and conduct staff appraisals regularly or as per policy.

2. DUTY MANAGER

Reports to – Front office manager

• Handle guest complaints.
• Manage all guest complaints and take action appropriately
• Coordinates with various departments for effective guest handling.
• Completely responsible for all activity going-on in the lobby and operating public areas and
rooms.
• Take over shift from previous duty manager and note any special instructions for the shift.
• Oversee the left-luggage procedures and the safety of the left luggage room
• Assist the security in lobby surveillance.
 3. RECEPTIONIST
Reports to – Duty Manager
• Check the arrivals for the day and room status including departures for the day.
• Prepare records and pre-registrations for the VIPs handicapped people and old people.
• Constantly update room rack rate/front office database.

• Briefings prior to the shift opening & take over from previous shift. Attend to logbook for any
special instructions.
• Check the expected VIPs for the day & issue VIP amenities vouchers for fruits, flowers,
beverages etc. as per policy.
• Also settle the bill of guest at time of check out.
• Maintain room rates absolutely current & up to date.
• Up sells rooms to get higher revenues.

4. RESERVATIONIST
Reports to – Duty Manager
• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems
referral.

• Processes reservations from the sales office, other hotel departments, and travel agents.

• Knows the selling status, rates, and benefits of all packages plans.

• Knows the credit policy of the hotel and how to code each reservation.

• Determines room rates based on the selling tactics of the hotel.

• Communicates reservation information to the front desk.

• Processes cancellations and modifications and promptly relays this information to the front
desk.
• Processes advance deposits on reservations.

• Prepares expected arrival list for front office use.

1.TRAVEL DESK

Reports to – Duty Manger

• Arranging pickup and drop services for the guest at the time of arrival departure.

• Providing vehicles on request to guest at pre-determined rates (charges kilometer/hour wise and
depend on the kind and size of vehicles).

• Making travel arrangements like railway reservations/cancellations/ amendments or purchasing

air ticket for guest.

• Organizing half-day or full-day sight-seeing tour in around the city.

• Arranging guides for guest who can communicate in the guest languages.

5. BELL BOY
Reports to – Duty Manager

• Welcome guests at their arrival at the porch.

• Settle the luggage in guest room.
• Placed the baggage in car.

• Handle left luggage formalities and maintain the baggage room.

• Maintain record of all guests with “scanty baggage” and inform to duty manager.
• Coordinate and control the distribution of morning newspaper.

6. VALET PARKING
Reports to – Travel Desk
• Be knowledge about various cars and their driving features.
• Prepare car parking tickets for guests who wish the service.
• Park the cars in the designated areas.
• Keep cars keys in safe custody.
• Bring cars back to the porch when guests wish to depart.
• Hand over keys against the valid ticket only.
• Assist doorman in traffic control if required.

7. TRAINEE
Reports to – bell desk executive
• Take handover from the previous shift.
• To be cleaned left luggage room.
• Served welcome drink at the time of check-in to guest.

• Delivered luggage from main porch to bell desk.

• Put the luggage tag and write the room no.
• Delivered luggage to guest room from bell desk.
• Distribute newspaper to all guest room.
• Collect newspaper bag from every floor.
Sections of front office:-
• Reception
• Reservation

• Account
 • Concierge desk
• Bell desk
• Valet parking
• Travel desk

PROCEDURE AND FUNCTION PERFORMED AT VARIOUS SHIFTS

1. Transports the luggage of the guest from the porch to the lobby of the hotel during the arrival of
the guest.
2. Delivers newspaper, magazines, mails and other messages of the guest to the guest room.
3. Pages guests in the lobby area, restaurant and other public area within the hotel property.
4. Properly keeps the luggage of the guests in the left luggage room on request and issue luggage
tags to the guest.

INTERDEPARTMENTAL RELATIONSHIPS

Housekeeping

• For Room status.

• For check-in, check-out guest.

• For house count.

• Special guest request.

• For room change.

• For cleaning of front desk & lobby.

• Provide uniform.
Food and Beverage Service

• For house count.

• For V.I.P guest.

• For the bill settlement of in house guest.

• For guest meal plan.

F& B Production

• For Welcome drink.

• For house count. (Only for buffet)

• V.I.P check in guest.

• For special request like food diet or sick customers.

Engineering and Maintenance

• Repairing of all electrical or electronics device.

• To rectify any plumbing problems.

• For any maintenance problem in room the maintenance person need to know whether
the room is occupied or not.

Store

• For all stationery item.

• For luggage tag, forms, newspaper bags etc.

Security
 • When guest in check in that security person found any suspicious object like; Alcohol
ic beverage, metallic object.

• If any luggage come hotel by any parcel then security inform to front office departme
nt to identify that particular guest or their room no.

EQUIPMENTS USED IN FRONT OFFICE

• Computer system

• Printers

• Key card reader

• Credit card reader

• Telephones

• Photocopy Machine

• Luggage scanner

• Trolley

• Key card

• Wheel chair.

• Currency counting machine.

AREA TO BE COVERED

1. RECEPTION

• I observed their how they are doing check-in, check-out.

• I did scanning of guest ID card.

• I settled the registration card in slot also.

• I also learn about how to make guestroom key card and I also make sometime.

2.BELL DESK

• First I observed what is the work of bell boy and how they working.

• I also maintain the errand card or left luggage register.

• Also collect newspaper bags from all guest floors.

• Served welcome drink to check in guest.

SITUATION HANDLE /SPECIAL OBSERVATION: -

• Once VIP guest’s luggage has delivered by me .guest complained my one bag is missing.
I have prepared my errand card. I have shown my errand card to executive that I have
delivered complete luggage. Therefore there should be maintaining proper record of
luggage.
• One guest has given luggage for store in luggage store room and he didn’t come back. So
always before store luggage ensure weight of bag may be nothing inside bag guest is
scanty baggage -

SKILL REQUIRED:-

• Smiley face
 • Excellent communication
• Good knowledge of computer
• Friendliness
• Good salesman
• Composure
• Teamwork
• Good confidence
• Sharp memory
• Patience
• Critical thinking

SOFTWARE PACKAGE:-

Opera Micros System

Opera Micros system now owned by Oracle Corporation. Headquartered in

Columbia, Maryland, United state of America. Micro is a complete integrated
system package designed to achieve maximum efficiency of hotel.

With help of Opera micros we make reservation and complete cashier activity. Opera multi-
property enables storing guest information of all hotels within the chain on a single central
server. This way, it provides the advantage of adding your new operations into the system easily
and without any further hardware costs for each business.

• Opera provide arrivals of day.

• Occupancy chart
• Billing facilities
• Reservation
• Registration
FORMS AND FORMATS:-

Associate errand card:-

Name ………. Date …………

Sr. no. Room Errand Time in Time out No. of Key Guest
no. pieces name

Luggage tag:-

Luggage tag used for identifies to guest luggage .it help to associate deliver bags in right
room.

It had used store luggage in luggage room. There were two part of this tag one part hand
to guest while storing luggage .time of return guest show that part and associate match
both parts as well as
 FOOD AND BEVERAGE SERVICE DEPARTMENT

INTRODUCTION

It is a commercial facility that provides food and beverage to customer for profit according to
the guest choice. Restaurant is equipped with dining tables and chairs with the crockery and
linen suited to the objectives and standard of the establishment. Therefore a luxury restaurant
will have fine china and glassware with linen tablecloth and napkins, while economy restaurants
may have table mats, steel plates and glassware with paper napkins. Specialty restaurant in
hotel have captive satellite kitchens because of the unique nature of the cuisine, special storage
and preparation conditions.
ORGANIZATION CHART
 NUMBER OF OUTLET

3 Restaurant

1.Urban café

2.Piccante

3.Shichang

4. Browse

Bar:-

Stage bar

3 BANQUET HALLS :-
1.Regency Ballroom
2.Chenab
3.Satluj

URBAN CAFÉ-:

Urban Café draws inspiration from the culinary preferences of the people from Northern India,

namely from the areas of Punjab, Haryana and Himachal Pradesh. The all-day dining restaurant

offers a diverse multi-cuisine menu, with delicious Indian preparations, enchanted dishes from

the wok and rich European grills. The restaurant offers one of the most sumptuous breakfast
and dinner buffets in the city of Chandigarh. Serves: Breakfast, Brunch, Lunch, Dinner, Dessert

PICCANTE-:
Piccante is our signature Italian restaurant. Piccante means "spicy' in Italian, which is reflected in
our flavourful preparations. The award-winning restaurant is Chandigarh's go-to destination for

authentic Italian cuisine. We bring to you the rich flavours of Italy in our delectable pizza and

pastas. Our signature tiramisu is a must-have for everyone with a sweet tooth. Shichang – The

Asian Market is a celebration of enchanting flavours. This award-winning restaurant offers a

diverse menu that features delicacies from China, Thailand, Japan and Indonesia. Shichang is the
place for those craving dim sum, Thai curries or spicy Chinese gravies. Serves: Lunch, Dinner,

Dessert

Hours of Operation: 2.00 P.M TO 11.30 P.M.

SHICHANG-:

Shichang, the newest restaurant at Hyatt Regency Chandigarh, brings authentic

Asian flavours from the streets of Asia onto your plate. A one -stop food

destination for those looking for an explosion of Asian flavours, Schichang offers

a variety of satisfying culinary pleasures ranging from live stations, a sushi bar,

fresh salads and Asian dessert stations. The ambience is modern, chic and casual.

BROWSE-:

Browse is our cafe and bakery shop offering light eats, pastries, tea, coffee and other beverages.

Guests can also use the comfortable open space for casual business meetings or connecting

with friends. Browse offers Indian street food delights starting at just INR 99 as part of the khau

galli menu. It is the best venue for coffee dates. Satiate your hunger with unique cuisines from
across India as part of our dabbawala daily special menu.

STAGE-:
 Stage is a lively bar and lounge on Level 1 of the hotel. It serves a wide range of premium
beverages and unique handcrafted cocktails along with a shareable food menu

DUTIES AND RESPONSIBILITIES OF ALL F&B STAFF

FOOD & BEVERAGE SERVICE MANAGER

Reports to- General Manager

• Food and beverage managers generally oversee the quality of service in a restaurant, cafeteria or
a catering event.
• Their job description entails ensuring that customers receive food products/services that meet
and exceed their requirements.
• In performing their duties, food and beverage managers oversee the daily operations in a food
and beverage company, restaurant or hotel to ensure compliance with set quality standards.
• They also collaborate with chefs to design and plan the menus for food/beverage facilities.
• Food and beverage managers in performing their roles oversee the hiring, orientation, and
training of food and beverage teams.
• They also maintain contact with clients to obtain feedback and take necessary steps in improving
quality of service.

RESTAURANT MANAGER

Reports to- F&B Manager

• Coordinate daily Front of the House and Back of the House restaurant operations.
• Respond efficiently and accurately to customer complaints.
• Supervise shifts.
• Appraise staff performance and provide feedback to improve productivity.
• Manage restaurant’s good image and suggest ways to improve it.
• Control operational costs and identify measures to cut waste.
 • Train new and current employees on proper customer service practices

ASSISTANCE RESTAURANT MANAGER

Report to- Restaurant Manager
• Research new wholesale food suppliers and negotiate price
• Manage and stove vendor ‘contracts and invoices
• Prepare shift schedule.
• Process payroll for all restaurant staff
• Keep detailed records of daily ,weekly and monthly costs and revenues

BANQUET MANAGER

Reports to- F&B Manager

• Conducts regular meetings with catering managers.

• Coordinates with other staff and departments to arrange for the delivery of requested services.
• Maintains constant contact with kitchen staff to ensure complete effective communication
between food production and food service.
• Maintains clean and orderly back areas, pre-function areas and storage areas.
• Assures that all china, glassware, silverware, linen, etc are returned to their proper locations after
each event.
• Supervises the handling, storage, and security of all catering service equipment, including
catering vehicles.
• Ensures staff training programs are implemented and measured regularly.
• Plans events with captains to ensure execution is achieved at the highest level.

ASSISTANCE BANQUET MANAGR

Report to – banquet manager
 • Meeting clients, talking contract to help them to discuss what they need to have in the
event and reporting these to the banquet manager.
• Pre-plan the event with the assistance from the manager.
• Coordinate with the catering staff and manage banquet business logistics.
• Make sure to offer optimum level service in terms of quality and hospitality.
• Supporting the banquet plans, and design the venue planned.

BANQUET SENIOR CAPTAIN

Reports to- Assistant F&B Banquet manager

• Captain has to allot duties to subordinate staff to meet work exigencies equity of work.
• Ensure the maintenance and aesthetic upkeep of the restaurant in close coordination with
engineering and housekeeping.
• Develop restaurant sales through up selling, guest contacts and ensuring good service.
• Conduct daily briefing using it as a vehicle for two-way communication, training and corrective
action.
• Every day midnight closing the restaurant and make the inventory of the finish items.

CAPTAIN

Reports to- Assistant F&B Banquet manager/ Restaurant manager

• Supervise food service with a view to ensure speed, quality of service and personalization.
• Evaluate the work of the trainees motivate them according to the performance of work.
• Maintain and control the par stock of cutlery, crockery, linen, supplies and equipment.
• Handover lost and found properties to the housekeeping as per rules.
• Menu knowledge should be finger tips.

RESTAURANT HOSTESS

Reports to- Restaurant manager

• Collect the restaurant reservation register from the overnight caretaker and mail from the F&B
office.
• Receive and post table reservations in the register ensuring equity of load between stations.
• Clean and arrange hostess desk and menus cards.
• Attend briefing before the restaurant opening.
• Attend to all telephone calls of the restaurant in the shift.
• Receive guest and lead to them to their reserved tables.
• Wish every guest when leaving and invite them to come again.
• Record the names of the guests in the daily cover register.
• Maintain guest history sheets.

ROOM SERVICE MANAGER

Report to- F&B Manager
• Oversee all aspects of the daily operation of the room service.
• Supervise all room service personnel
• Respond to guest complaints in a timely manner
• Ensure compliance with in room dinning SOP’s
• Ensure all staff are meeting all establish standards of service
• Monitor and maintain cleanliness of in room dining area and work area.

ROOM SERVICE CAPTAIN

Reports to- Assistant room service manager

• Take over issues from the previous shift such as

• Pending checks
• Guest complaints
• Outstanding replenishment of mini-bars.
• Special instruction for VIP guests.
 • Complementary items such as fruit baskets, cakes and special bars.
• Conduct briefings for the shift with a view to a two-way communication and individual
development.
• Train staff towards excellence in service.
• Handle guest complaints diplomatically.
• Ensure that the complete mise-en-place is maintained.

ROOM SERVICE TAKER

Reports to- Assistant room service manager

• Attend room service telephone.

• Take down food and beverages orders as per the requirement.
• Note down the KOT accurately and pass it on to the captain.
• Follow- up on orders if reminded by guests and inform the guest of the status of their orders.
• Fill the sales summary sheet.

WAITER
Reports to- Captain
• It should be well groomed and knowledge regarding the restaurant menu.
• Complete mis-en-scene and mis-en-place before the restaurant opens.
• Set table covers as per standard.
• Fold napkins as per prescribed attractive styles.
• Requisition fresh linen from housekeeping.
• Present menu cards and take orders.
• Serve food and beverage by the standards of the restaurant.

TRAINEE
Reports to- Captain
• Wipe all cutlery, crockery and glassware.
• Responsible for clearance from side station.
• Fill up mise in buffet.
 • Throughout soiled napkins and receive fresh napkins from laundry.
• Fold napkins as per prescribed attractive style (Book fold).

TYPES OF CUISINE

There is multi cuisine restaurant like: - Italian cuisine, Chinese cuisine, Indian cuisine etc.

BUFFET SERVICE

• It is self service where food is displayed on tables.

• The guests take plates stacked at the beginning of the table and proceed along the
table.
• They start to take the food.
• This type of service is found in Banquet halls, Restaurant catering to large number
of guests.
• The buffet follows the normal food course of soups, salads, juices, appetizers hot
dishes, rice or breads.
• In buffet there is live counter.

BUFFET EQUIPMENT

• Bread Basket
• Bread knife
• Buffet table
• Cake / Pastry stand
• Candles
• Carving stations equipment like cutting board, drip pan, carving knife and fork. Chafing
dish
• Ice bins for storing ice
• Ice tongs
• Ice cream scoops
• Ladles
 • Linen- table cloth, napkins, frill
• Service spoon and forks
• Soup container
• Salver
• Wine opener
• Fuel
• Display Baskets
• Display Trays
• Cake Stands
• Folding Table.

SEATING TABLES SHAPE AND SIZE

FURNITURE:

Chair height - 36”

2 cover table size - 54”x54”

4 cover table size – 72”x72”

6 cover table size –

Length - 4’6”

Wide - 2’6”

LIST OF EQUIPMENT

CHINAWARE.

Name size
 • Full plate ------------------------------ 10”
• Side plate ------------------------------ 7”to 8”
• Dessert plate ----------------------------- 8.5”
• Fish plate ------------------------------ 8”
• Soup bowl ------------------------------ 7.5”
• Coffee cup ------------------------------ 8-10oz
• Tea cup------------------------------ 6oz
• Saucer------------------------------- 6”
• Tea pot ------------------------------- 1/2pint, 1pint, 2pint
• Milk jug
• Cream jug
• Sugar pots
• Butter dishes
• Ashtrays
• Egg cups
• latters
• Cereal bowl

GLASSWARES

• Wine glass
• Red wine glass
• White wine glass
• Brandy balloon
• Tom Collins
• Cocktail glass
• Champagne flute
• Champagne saucer
• Highball glass
• Martini glass
• Old fashion
• Pilsner glass
 • Juice glass
• Water goblet.
• Beer goblet
• Short tequila glass

CUTLERY OR SILVERWARE

• Soup spoon
• Fish knives and forks
• Dessert spoons and fork
• Fruit knives and fork
• Coffee spoons
• Tea spoon
• Service spoon and forks
• Sugar tongs
• Finger bowls
• Cruet sets
• Ice cream scoops
• Soup ladle
• Sundae spoon
• Ice cream spoon

MISCELLANEOUS TABLEWARE

• Flower vases
• Fruit stands
• Tea strainers
• Candle stand
• Wine cradle
• Oil and vinegar bottles
• Jam and marmalade pots
• Toothpick holder

LINEN
1. Table cloths
To fit 2’ 6” 54”x54”
To fit 3’ square table 72”x72”
To fit rectangular table 72”x96”
2. Slip cloth:
To cover stained table cloth 36”x36”
3. Napkins:
Also called serviettes 18”x18” & 20”x20”
4. Buffet cloths:
Minimum size 6’x12”

FOOD PRODUCTION

Introduction:-

Food preparation is a modern term in professional cookery .it denotes preparation and cooking.
It follows a flow pattern which commences with the purchasing and selection of materials, their
handling processing and the ultimate presentation of the dishes to “cuisine” denotes the art of
cooking –preparation dishes, and the place the kitchen in which they are prepared.

Cookery is defined as a “chemical process” the mixing of ingredients; the application and
withdrawal of heat; decision-making technical knowledge and manipulative skills.

KITCHEN SECTIONS

1. Indian section: - This section of the kitchen mainly prepares the Indian dishes 24*7.

2. Tandoor section: - This section of the main kitchen prepares a variety of vegetarian and non-
vegetarian Tandoori food items.

3. Chinese section: - The kitchen caters to Chinese orders, which come from the coffee shop.
The work in the Chinese kitchen more mise-en-place. The preparation time is more than
cooking time. The food is mainly stirred fried and sauté at a very high flame.

4. Grade manger section: - This section deals with the cold meat and food for the department.
It serves to all the outlets of the hotel such as, Room Service, Coffee Shop, Dilli-32,Mei-kun,
other sections of the kitchen etc. It is a decentralized kitchen working 24*7.

6. Continental section: - This section of the kitchen prepare all continental dishes like: - Pizza,
Croquettes, Eggs item. It is working 24*7.

7. Bakery section: - This is the section of the kitchen working continuously and producing high
quality Cakes, Pastries, Desserts, Breads rolls etc. It is a decentralized kitchen working 24*7.

Layout of kitchen:-
 • Grade manger, butchery and bakery are situated in basement.
Indian section is live kitchen in okra restaurant
 EXECUTIVE CHEF

Reports to: - General Manager

• He manages the duty roaster of all kitchen staff.

• He manages the team in the kitchen.
• He is responsible for the implementing new rules for kitchen staff.
• He has authority to give the leave to kitchen staff according to their situation or personal
problem.
• He has authority to choose the best ingredients and spices from vendor.
• He has also authority to select the vendor.
• He has authority to give requisition of utensils as per requirement.
• He checks the food.

SOUS CHEF
Reports to:-Executive chef
• Manage the store.
• Tagging the food item.
• Prepare requisition.
• Responsible to check the food.
• Manage the trainee.
• Responsible for checking the temperature of walk in.
• Handling guest complain.

JUNIOR SOUS CHEF

Reports to – Executive chef /Sous chef
• Prepared the ordered food.
• In absence of sous chef check the food.
• In absence of sous chef handling the guest complain.
• In absence of sous chef take all responsibilities of sous chef.
 CHEF DE PARTIE
Reports to- Sous chef
• He has authority to check the food or each and every thing of the related section.
• Check the temperature of all refrigerators related to the section.
• Announced the KOT for every section of the kitchen.

DEMI CHEF DE PARTIE

Reports to- Sous chef
• He has authority to check the food or each and every thing of the related section.
• Check the temperature of all refrigerators related to the section.
• Work on range and done plating or placed the order.
• Responsibility to explain the food item to cook how to prepare the dish.

COMMI -1
Reports to- Sous chef
• Work on range and placed the order.
• Take care for cleaning of section.

COMMI-2
Reports to- Sous chef
• Work on range and placed the order.
.

GARDE MANGER CHEF

Reports to- Sous chef
• Prepared all type of raw salad, juices, salamis, tea.
• Prepared all type of sandwich.
 COOK
Reports to –Sous chef
• Prepared gravies & dishes of all responsible section.

TRAINEE
Reports to –Sous chef
• Done inventory of all grocery and meat products in every morning.
• Receiving vegetables and fruits.
• Pick up store.
• Clean vegetable walk in.
• Stand on live counter at every morning and night in restaurant.

FOOD PREPARATION PREMISES

No food business is allowed to be carried on in any insanitary premises. A well planned layout
largely depends on:
1. Receiving supplies- ( checking quality and weights)
2. Storing of food properly.
3. Food preparation – mise-en- place
4. Cooking
5. Server
6. Scullery ( pan wash )
7. Scullery ( cookery, cutlery wash up)

EQUIPMENT USED IN KITCHEN

Kitchen equipment is expensive and to justify the expense it is essential that maximum use is
made of it.

This can be done only if the equipment works efficiently and this depends upon care and
maintenance. The type of fuel to be used is an important factor. Though solid fuel and oil both
 have their place under certain circumference for professional cookery the choice lies between
electricity and gas.

Kitchen equipment may be divided into three categories.

1. Large equipment:
2. Mechanical equipment:
3. Utensils and small equipment

Large equipments:-
• Steamers
• Boiling pans/ steam-jacket kettle
• Tan door
• Deep fat fryers/ fractures
• Hot cupboards and bain-Marie.
• Grills and salamanders
• Contact grills
• Fry plates, griddle plates
• Sinks
• Tables
• Butchers block.
• Storage rack

Mechanical equipment:-
• Potato peelers.
• Hot plate.
• Convention oven.
• Tilting pan.
• Refrigerators.
• Food mixer.
• Food slicers and choppers.
 • Hand masher.
• Bulk. Automatic, pressure boiler.

Utensils and small equipments:-

• Chef’s knife.
• Paring knife.
• Carving knife.
• Palette knife.
• Strainers-mouli.
• Strainers-spider.
• Strainer-drum.
• Cheese wire.
• Spaghetti rake.
• Larding needle.
• Ladle.
• Thermometer-sugar.
• Strainers-colander.
• Strainers-chinos.
• Wire whisk.
• Skimmer.
• Meat mallet.
• Mandolin.
• Garlic press.
• Fish poacher
• Cheese slicer.

Microwave oven: Microwave oven is used for

mainly do the foods hot and in this many food items can
be prepared. Mainly microwave oven is place in a hotel restaurant or in a restaurant kitchen

Salamander: Every commercial kitchen needs a

salamander grill. Whether it’s for grilling sandwiches, fish or
steaks, we have the perfect salamander for your kitchen.
Gas and electric versions are available, with a broad range of
accessories such as wall shelves, floor stands and branding
plates.

Contact grills: These are sometimes referred to as a

double-sided or infra- grills, having two heated surfaces
facing each other
 COOKING EQUIPMENT

• Ovens
• Convection ovens
• Salamander
• Grills
• team cooker
• Rotisseries

WORK PROCEDURE
• Firstly wash our hand & essential for the hygiene purpose.
• Then check the menu for buffet and banquet halls.
• Clean our working table and wash the vegetables.
• Prepared all mise-en-place.

STORE

• It is located in the ground floor of the hotel.

• The timing of pick up dry store is 11:00 to 15:00 Hrs.
• 08:00 to 11:00 Hrs. for the Milk & Vegetables.
• Drop the requisition in store one day before.
• For the imported item placed another requisition.

PURCHASE
• It is placed at the ground floor near to HR department.
• This department received the all list from store and purchase and the item from the whole sellers.
• Then send the bill to accounts.

RECEIVING

• The time of receiving is 08:00 to 12:00 Hrs.

• At timing of receiving one person from store department, one person from kitchen ( mostly Sous
chef) or one person from security department
• Then all items segregate and placed on their place; like: - leafy vegetables & milk in vegetable
walk in, grocery items in dry store.

CORDINATION BETWEEN KITCHEN & OTHER

DEPARTMENT

FRONT OFFICE

• For Welcome drink.

• For house count. (Only for buffet)

• V.I.P check in guest.

• For special request like food diet or sick customers.

• Front office inform about the group arrival.

.

HOUSEKEEPING

• Provide uniform to all kitchen staff.

• Also provide duster.

 F&B SERVICE
• Served food to guest those prepared by kitchen.

• Coordinate about the menu.

• Informed all banquet parties.

• Informed about dish of the day

• Informed about not available items.

MAINTENANCE

• Inform any maintenance problem in kitchen

.

AREAS TO BE COVERED
1. Grade manger section
• In the grade manger section I peeled the carrot, cucumber, onion and I also cut the slice for salad.
• I make the juice of watermelon, sweet lime, pine apple, bitter guard, etc
• Setup of walk-in as per PFO.

SKILL REQUIRED:-

• Cleanliness
• Creativity
• Culinary Expertise
• Fast paced decision making
• Motivational management
• Team player
• Flexibility
• Portion control
• Willingness to learn

HOUSEKEEPING
INTRODUCTION

Housekeeping may be defined as ‘provision of a clean; comfortable, safe, and aesthetically

appealing environment’. By another definition, ‘housekeeping is an operational department in a
hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public
areas, back areas and the surroundings’.

LOCATION IN THE HOTEL

The housekeeping department is located in the Basement of the hotel.

ORGANIZATION CHART OF HOUSEKEEPING

 EXECUTIVE
HOUSEKEEP
ER

PUBLIC
FLOOR LAUNDRY
AREA
SUPERVISOR SUPERVISOR
SUPERVISOR

GUEST PUBLIC
LINEN/CLOTH UNIFORM
ROOM AREA PRESSER TAILOR
ATTENDANT
ATTENDANT ATTENDANT

TRAINEE TRAINEE TRAINEE

DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFF

EXECUTIVE HOUSEKEEPER
Reports to – General Manger
• Ensure excellent in housekeeping sanitation, safety, comfort, and aesthetic for hotel guests.
• Assure proper communication within the department by conducting regular meetings with all
personnel,
• Hire new employees, warn employees when hotel policies are violated, and discharge employees
when necessary.
• Motivate her staff and keep their morale high.
• Evaluate the job performance of the housekeeping staff.
• Inspect and approve all supply requisition for the housekeeping department, to maintain par
stock, inventory control procedure for all materials...
 FLOOR SUPERVISOR
Reports to – Executive housekeeper
• Ensure supply of equipment and maintenance and cleaning supplies to floors and public areas.
• Issue floor key to room attendants.
• Report on maintenance work on his floor.
• Maintain par stock for the respective floors.
• Facilities the provision of extra service to guest, such as baby sitters, hot water bottles, and so on
request.
• Prepare housekeeping status report.
• Supervise cleaning on the allotted floors and areas including guestrooms, corridors staircase
report

PUBLIC AREA SUPERVISOR

Reports to - Executive supervisor
• Ensure that all public area and other functional areas are kept clean all the times.
• Organize special cleaning of public areas.
• Ensure that all maintenance job are attended to in-co-ordination with the maintenance
department
• Ensure that flower arrangement is placed in appropriate places in the public areas.
• Ensure that banquet halls and conference halls are kept ready for functions and conferences.

1. LAUNDRY SUPERVISOR
Reports to – Executive housekeeper
• Manage overall daily operations of the Linen Room.
• Responsible for maintaining cleanliness of the linen area.
• Oversee the loading of carts and place accurately as requested.
• Ensure linen and laundry supplies are ordered and controlled in line with Business and Events.
• Ensure a clean and tidy linen room at all times and report to the management if any items have
been damaged (linen as well as uniforms).
• Report to Laundry Manager in case any uniforms need to be discarded or replenished.

GUEST ROOM ATTENDANTS

Reports to – Floor supervisor
• Clean and tidy rooms as per the sanitary regulations assigned.
• Change guestroom and bathroom linen.
• Make guestroom beds.
• Replenish guest supplies.
• Be responsible for getting guest laundry processed.
• Undertake the evening check of rooms and provide the turndown service.
• Handover to the housekeeper and article which a guest might have a left behind in a room.
• Replenish the maid’s cart with guest supplies, cleaning agents and linen.

UNIFORM ROOM ATTENDANT

Reports to - Laundry supervisor
• Be responsible for sorting all the sheets, pillowcases, towel, tablecloths, napkins and soon on into
separate stacks.
• Issue clean uniform and linens while receiving soiled ones.
• Place soiled linen and uniforms in separate containers and send these to the laundry.
• Send torn uniform and linen to the seamstress for mending.
• Maintain proper records of discards and determine the percentage of discards.
• Count and record linen to fill requisition.

TAILOR
Reports to – Laundry supervisor
• Mend all damaged linen using method such as patching.
• Mend all damaged uniform and alter uniform if required.
• Stitch pillowcases if required.
• Draw material from stories and take these to the tailoring.
• Pre-shrink material whenever required.
• Repair guest’s clothes if damaged.

TRAINEE
Reports to – Floor supervisor
• Clean the corridor of floor where he/ she worked.
• Fill the all cleaning agent.
• Out the linen from all departure room.
• Make all wash rooms of the room.
• Vacuum the all floor.
• Placed the supplies & towels in guest rooms.
• Pick up store (soft drinks, wafers, guest supplies, drinking water).
• Collect fresh linen from laundry.

PROCEDURES AND FUNCTIONS PERFORMED AT VARIOUS SECTIONS IN

VARIOUS SHIFTS

1. Place soiled linen in containers and send these to the laundry.

2. Change guest room and bathroom linen.
3. Clean and tidy room as par the sanitary regulation assigned.
4. Replenish guest supplies.
5. Undertake the evening check of rooms and provide the turn-down service.
6. Out the garbage from the room attendant trolley.
EQUPIMENTS USED IN HOUSEKEEPING

CLEANING EQUIPMENTS

• Broom.

• Dry mop.

• Wet mop.

• Bucket.

• Vacuum cleaner.

• Microfiber duster.

• Hand caddy

• Brushes.

• Floor polishing machine.

• Carpet shampooing machine.

TYPES OF CLEANING AGENTS

• Taski R1 (All bathroom surfaces cleaner)

• Taski R2 (All purpose cleaner)

• Taski R3 (Glass Cleaner)

• Taski R4 (Furniture cleaner)

• Taski R5(Air freshener)

• Taski R6(Toilet cleaner)

• Taski R7(Removal of oil & grease stains)

• Taski R9((Removal of Hard Stains)

GUEST SUPPLIES

• Bathroom linen (bath towel, face towel, hand towel, bath robe, bath mat).

• Bathroom supplies (soap, shampoo, dental kit, saving kit, hair oil, body talcum powder,
comb, body lotion, bath loffa)

ROOM SUPPLIES& THEIR SIZES

Bed sheets: -
Single: 78”x108” (203cm.x274cm.)
Double: 90”x108” (224cm.x274cm.)
King size: 117”x108” (295cm.x274cm.)
Pillow cases: -
Standard: 20”x 30” (50cm.x75cm.)
King size: 20”x40” (50cm.x100cm.)
Duvet covers: -
Single: 55”x80”
Double: 70”x75”
Towels: -
Bath towel: 30”x 70” (76 cm. x 137 cm.)
Hand towel: 15”x 24” (38 cm. x 60cm.)
Face towel: 10” sq. (26cm. sq.)
Bath mat: 24” x 36” (60cm. x92cm.)
Hotel provides guest with various amenities during their stay. The items supplied vary from
hotel to hotel. It solely depends on the category of the hotel.

PEST CONTROL

• It is on contract basis, and the company name is IPM (Indian Pest Management)

• Daily fumigation in departure in departure room.

• All public area checked by pest controller on daily basis.

• Privative measure done in a room on weekly basis.

 • Done fumigation in restaurant, banquet, room service or kitchen in weekly basis.

Laundry procedure
The laundry process may be divided into the following main stages:-

• Collecting

• Transporting

Lost and found

• It is handling by floor supervisor.
• If found any material of guest GRA should inform to floor supervisor.
• Floor supervisor collect that material and put into a white polybag and write room no. on
the bag.
• And handover to control desk.

Linen
Linen is a textile made from the fibres of the flax plant. Linen is laborious to manufacture, but
the fiber is very absorbent and garments made of linen are valued for their exceptional
coolness and freshness in hot weather.

Laundry
Laundry is the washing of clothing and linens. Laundry processes are often done in a room
reserved for that purpose; in an individual home this is referred to as a laundry room or utility
room.

SECTION OF HOUSEKEEPING DEPARTMENT

• Laundry
• Lost and found
• Flower room
• Uniform room
• Tailor’s room
 SKILL REQUIRED:-
• Laundry skill
• Honesty
• Active listening
• Flexibility
• Reliability
• Hardworking
• Trustworthiness
• Self control

KEY FINDINGS DURING THE TRANING PERIOD

• If you want your seniors to be happy from your work do it in proper manner as they want and
do instantly.

• Interdepartmental co-ordination should be make if you want your work is to be done by other’s
help.

• If you don’t know anything how to do, ask from the seniors do not hesitate.
 PROBLEMS OBSERVED DURING THE TRANING PERIOD

• There is a lack of equipment.

• Store maintenance.

• Service elevators did not work sometime.

• Lack of staff.

• Unclean uniform.

• Food was not good in night for staff

 SUGGESTIONS

• Store should maintain neat and clean.

• Laundry manager should check uniform time to time.

• Service elevator should be maintaining properly by engineering and maintenance.