Industrial Hotel Training Report 2g2e7

ACKNOWLEDGMENT The training in “SHIVAM RESORT AND HOTEL, Jaipur” Was my memorial training I would like to thank the Shivam Resort and Hotel’s staff and Training Manager who gave me a chance to train in their esteemed hotel. I am also thankful to the restaurant managers, Sr captains & captains, supervisors, & all staff who gave me proper guidance throughout the training & thought me many things regarding all departments which will be useful for me in future. I am also thankful to our Training and Placement manager Mr. Mr. Manish Medatwal For giving me the placement in the “SHIVAM RESORT AND HOTEL” was I was able to gain lots of knowledge about all the departments. I also want to thank Principal of College of Hospitality istration for giving me the chance to do the training. I would always be grateful to all of them for keen interest taken to help me and complete my training successfully. This training of six month would definitely help me in future.

HOTEL PHILOSOPHY

“GUEST IS GOD” In ancient India there were monks (sadhus) who traveled across the country. During this travel, a sadhu would seek shelter at any place he wished. The host would welcome him, feed him and make him comfortable for as long as he stayed. That was ancient Indian hospitality. Where the guest was no less than god. He still is GOD for us at SHIVAM RESORT & HOTEL, Jaipur.

About Shivam Resort and Hotel Jaipur - The Pink City of India is unfolding a new era of hospitality `Shivam Resorts & Convention center`, one of the finest luxury Hotel at jaipur ,the state capital of Rajasthan that occupies a strategic position in the Golden Triangle of India. The project is proposed to be 120 rooms, where as of now the property is running with 30 luxurious rooms with all modern facilities such as attached bathrooms having running hot & cold water, air- conditioners. A multi cuisine restaurant, a banquet hall, a roof top restaurant and a bar would also be there to make this hotel as a synonym of luxury for the guests. A big lawn for the marriages and parties would also be there. Other facilities such as parking, doctor on call, money changing, transport, business center etc. would also be provided its jaipur.

Accommodation  Deluxe Room  Executive Room

Dining  The Bamboos, Highway Restaurant  The Clouds Coffee Café  The Ashoka Restro Bar

Fact File  Business Conference hall  Board Room  The Manicured Shivam Lawn  Centre Lawn

OUTLETS Spa Swimming Pool with thermostatic control State of art health club Recreation Room with Billiards, Table Tennis, Chess, Card etc A Roof top Restaurant

Location Facts Airport: Bus Station Railway Station:

6 kms 9 kms 8 kms

VICE CHAIRMAN & Mr. Bhanwar Yadav (M.D), MANAGING DIRECTOR DIRECTOR Mr. Dayal Yadav DIRECTION OPERATION

Mr. Rajkumar Yadav

GENERAL MANAGER

Mr. Gopinath Jana

EXECUTIVE CHEF FRONT OFFICE MANAGER

Mr. Gopinath Jana Mr. Krishan Kumar

EXECUTIVE HOUSEKEEPER

Mr. Krishan Kumar

HEAD HUMAN-RESOURCES

Mr. Mahesh Kumar

FINANCIAL CONTROLLER

MR. MILIND WADEKAR

SECURITY MANAGER

MR. Hajari lal Gurjar

TRAINING MANAGER

Kripal Singh Rawat

HEAD SALES & MARKETING Navendra singh Yadav F&B MANAGER Mr. Bhupendra Singh

19 HABITS OF HIGHLY HOSPITABLE PEOPLE 1. Extend a warm and sincere greeting. Whenever/wherever you may come in guest smile, greet with a namaste using appropriate phraseology maintaining positive eye . 2. Always address our guest by name whenever possible.

3. Escort guests instead of pointing out directions. 4. Adhere to the Hotel Shivam telephone etiquette and phraseology. Answer within 3 rings with a smile. Do not screen calls. 5. Treat our entire guest request with utmost urgency. Speed is service. 6. Follow the Hotel Shivam grooming standards by wearing an immaculate uniform and proper name tag. 7. Cleanliness is everyone’s responsibility. 8. Be knowledgeable about all hotel facilities and information. 9.

Listen attentively to our guests without interrupting. Never argue or justify with our guest.

10.

Own and follow-up on the guest or complain till the guest is satisfied

11. Focus on our guest and put ourselves in the guest shoes. Identify and record individual guest preferences. 12.

We are all responsible for creating a safe, secure and accident free environment.

13. Present a positive, confident, cheerful and enthusiastic attitude and always “We are on stage”.

14. Never say “no”, “I do not know”, “I cant” or “It is impossible”. Instead always offer suitable alternatives. 15.

Delight our guest by delivering more than promised. And create a “wow”

16.

Take pride in yourself and the Hotel, yet be humble in your attitude.

17. Promote team spirit and practical lateral service so that the needs of our guest and each other are met. Never say “It is not my Job” 18.

Thank our guest for patronizing our Hotel.

19.

Act as a custodian to safeguard the privacy of our guest.

SHIVAM RESORT AND HOTEL VISION  To stimulate and Re-establish Shivam Resort and Hotels brand as the most and profitable luxury hotel in India.

MISSION STATEMENT  Hotelier has gone beyond the status of an industry. It is today an art form. It starts with Innovation, continues the search for excellence, and finally celebrates perfection. These are precisely the three pillars on which Shivam Resort and Hotel has built its reputation. • Innovation • Excellence • Perfection

LEISURE AND PLEASURE

A range of in-house facilities is available for business, entertainment, health and relaxation. These include the 24-hour Business center, an exclusive spa and Fitness center with air-conditioned squash court. Spa and related facilities include steam rooms, sauna, and massage and beauty treatments.

Concierge The concierge provides a host of services to ensure a comfortable and memorable stay. Concierge services include:• • • • • • • •

Air ticket confirmation Restaurant reservations Travel arrangements Sightseeing tours Limousine hire Messages Courier services Photo processing

Additional Services and Facilities 1. 2. 3.

furnished rooms & Large business desk in all rooms Fully stocked mini-bar 24 hr In-Room dining

4. 2 Line telephones in all rooms 5. Broadband high-speed internet access 6. Electronic safe in all rooms 7. Daily City Coach 8. Business Center 9. 100 channel cable TV 10. 3"' phone in all the bathrooms 11. Laundry, Dry cleaning & Pressing 12. Outdoor Swimming pool 13. Board rooms & Meeting rooms 14. Tea & coffee maker 15. Daily Newspaper 16. Weekly Magazines 17. Non-Smoking Room 18. Complimentary Breakfast 19. Currency Exchange 20. Doctor on call 21. Express Check-Out 22. Travel Agency 23. Work desks in all rooms 24. Electronic safes large enough for most laptops in all rooms 25. Massage Service 26. Hairdryers Available

ACCOMADATION AT SHIVAM RESORT AND HOTEL

Executive Room

Spread over 500 Square feet, the executive room is uniquely designed and comes with spacious seating area ideal for relaxing and unwinding after a hard day’s sightseeing, shopping or working. While all executive room face the sprawling green gardens, each of these room is designed to provide the right ambience and comforts for a relaxing stay.

Deluxe Room

Splendid décor, perfect Service and the latest in conveniences and amenities you are to be greeted with all of these as you enter these exquisite spacious room. All these 27 rooms are well equipped with Modern facilities to make this category as a synonym of luxury.

Training Schedule DEPARTMENT

PERIOD

House keeping

11th July to 31st July

Pool Side Service

1st August-10th August

Citrus Coffee Shop

11st August-20th August

Room Service

21st August-30th August

Front Office

1st September-30th September

Continental Kitchen

1th Octomber-20th October

South-Indian Kitchen

21st Octomber-9th November

Bakery

10 November – 14 November

Tandoor

15th November – 30th November

Banquet Service

1st December to 12th December

THE LOBBY

Introduction to Front Office:The Front Office

The Front Office is divided up into the following namely sections:1. Bell Desk 2. Communication Centre 3. Business Centre 4. Reservation 5. Health Spa 6. Front desk / Reception 7. Airport Services

BELL DESK INTRODUCTION The Bell Desk is responsible for the baggage handling of guest at the time of arrival, departure or during their stay at the hotel. The Bell Boy is important because he carries the hotel messages to the

guest and the guest reactions to the management. The Bell Boy has to note all scanty baggage of the guest or any suspicious guest and acts as host to the arriving guest and salesman for the hotel. The Bell desk table consists of 5 drawers. Computer, message machine and phone line is kept on the top of the table. The various drawers contains welcome tag, lift luggage tags, arrival message , arrival and departure cards, , scanty baggage , log book stationery. And the tip box and tip .

Shift Timing of section 7am to 4pm 9am to 6pm 3pm to 11pm 11pm to 7pm

Morning General Second Night

DUTIES AND RESPONSIBILITIES OF BELL DESK STAFF:SENIOR CAPTAIN: 1. Handle the left baggage of the guest and maintain the luggage check

2. Maintains records of all the guests with scanty baggage. 3. Organize and supervise check in. Check out luggage information. 4. Conducts daily briefing. 5. Keeps luggage neatly at specified places. 6. Co-ordinates and helps in distributing newspaper. 7. Prepares duty roasters for his staff. BELL BOY: 1. Takes out the baggage from the car. 2. Escort the guest towards reception. 3. Delivers the baggage to guest room.

4. After check out he ensures that no baggage or any belonging is left in the rooms. 5. Checks mails messages for the guest. 6. Handles guest luggage when they are filling the form. 7. Daily distributes newspaper to guest rooms.

8. Keeps eye on suspicious guest if any. 9. Reports to the bell captain, of guest with scanty baggage.

Procedure of baggage handling at th bell desk 1. The guest arrives. 2. The porch coordinator informs the bell desk. 3. The valet removes the bags from the car. 4. The bell boy then carries the bags either by hand or using the trolley. 5. He carries the bags through the luggage room and then brings it to the lobby.

6. He then puts the welcome tag on the baggage along with the room no. of the guest. 7. He then carries the baggage to the room. 8. The bell captain / assistant in the meanwhile fill up an arrival card which contains the name. Room no. of suitcases and also makes a note of the scanty baggage and then gives it to front office manager for signature.

9. At the time of departure, the guest rings up the bell desk and asks for his baggage to be brought down. 10.

The bell boy then brings down the baggage and puts bon voyage tags on them.

11. In meanwhile the bell captain fill up the departure card and hands it over to the front desk. The reason being so that the baggage will only be given after this card is presented to the desk only after it is signed by the cashier stating that the customer has settled his bill. 12. After the departure card is presented to the bell desk. The bell captain gives orders to the bell boy to carry the baggage and put them in the car.

RESERVATION The Reservation office is situated in the lobby at the right hand side of the entrance area. Reservation comes by telephone. Fax or directly across the desk (in person) Reservation also comes in by means of central reservation system (CRS). The reservation section in the front office is the nerve centre of the dept. in this section all reservations request are processed and the out come of this processing are the name of future guest which appear in expected arrival list.

Keeping records of who is arriving when at what time and for how long is the job of the reservation manager and his crew. Keeping track of the no. of rooms sold and the number of rooms available for sale is the budget tasks of the reservation dept. Modes of reservation 1. Written/fax 2. Telephone/in person 3. Visual/CRS 4. Sources or Channel of reservation 5. Travel agent

6. Tour operator 7. Companies 8. Airport representatives 9. Govt. agencies

10.

Airlines

11.

Hoteliers

Duties and responsibilities of Reservation staff:Reservation manager 1. Record request for special accommodation and suites. 2. Advises the world wide reservation center of rate and availability status prepares accurate ten, thirty and ninety days forecast. 3. Increases average rate by training staff appropriate sales techniques on a regular basis. 4. 5. Keeps sales department informed of group booking statutes. 6. Reservations. 7. Pre-blocks all special request of VIP arrival accurately. Reservation assistant 1. Maintains cleanliness and neatness of the reservation department.

2. Greets every customers in a courteous and friendly manner, communicates with a smile on the voice. 3. Demonstrates teamwork by co-operating with and assisting co-workers as needed. 4. Ensures procedures on establishing credit. 5. He keeps knowledge about rooms location types of rooms available room rates and facilities and provide in room. 6. Ensures that reservation records are properly organized filled and stored. 7. Records all amendments and cancellations. 8. Assists in the mediation of room revenue by utilizing yield management techniques. 9. Promotes business to attain maximum rate by up selling and suggestive selling.

10.

Assists with the preparations of room occupancy forecast.

11.

Notifies other dept. of vip arrivals a day prior to arrival.

12.

Identifies and records special billing instructions.

13.

Follows hotel grooming and dress standard.

14.

Follows safety rules and procedures.

Front desk The reception section of the front office is responsible for receiving guest with warmth and a smile. Room sales and assignment is the main duties of the reception. Besides these other duties include co-ordinating between dept. Room sales and assignment is the duties of the reception. Besides these other duties include co-ordinating between dept. A reception is a part salesman, Physiologist and bookkeeper. This section is also responsible for registration of the guest at the time of his arrival. Most of the states and govt. insists that a guest should himself in writing. This is the rules to product both the hotel owner and the guest. It is also a source of information on the movement of foreigners in the country.

The department has the following shifts:1. 7am to 4pm- morning 2. 9am to 6pm- general 3. 2pm to 11pm-afternoon 4. 7pm to 4pm-panzer 5. 10.30 pm to 7.30 am night

Duties and responsibilities of Front Desk staff:1. Front office manager is present as the head of the dept. which looks after lobby, Reception counter, Bell desk. 2. He has to insure smooth running of the department. 3. Assistant front office manager has to see his staff reports on duties in time and see that they are in proper uniform.

4. To ensure that smooth, Efficient, Courteous and personalized service is given to the guest by staff. 5. Assistant front office correspondence. 6. He checks various records and arrival list. 7. He deals with complains of the guest and the staff. 8. His job is to supervise and ensure smooth and efficient functioning of F.O. office as per the system and standard laid by the manager. 9. He prepares monthly reports and statistics regarding occupancy arrival. 10.

Ensures all staff reports on time with proper uniform.

11.

Briefs the staff.

12.

Checks the reservation for the day.

13.

Checks and takes follow up action.

14. Checks the correctness of house count, VIP list of the complimentary room, Pre-registration cards and guest folios.

Front office assistant

1. He reports of the f.o supervisor and his job is to reserve registration and assign rooms to the guest and provide information. 2. Receptionist 3. Receptionist prime duty is to receive the guest and welcome the guest. 4. ing the guest. 5. Allocating room. 6. Handling over the key to the guest and escorts the guest. 7. Notify the concern dept. on arrival departure and moves.

8. ing the messages to the guest. Providing information to the guest. 9. Front office cashier. 10.

To receive the payment from guest.

11.

Looking after safe deposit ,

12.

Operating and maintaining billing machine.

13. Handling credit cards, foreign exchange and traveler’s cheques. Travel agents voucher, transport voucher. 14.

Forwarding bills to company.

15.

Preparing individual guest bills.

16.

Rooming of the guest.

In the hotel various categories of guest arrives from time and they are as follows. 1. Guest with confirmed reservation. 2. Guest without reservation (walk in ) 3. VIPs, 4. Crew.

5. Group. Guest with confirmed reservation When guest arrives at the hotel. His luggage is brought in by the bell boy and the bell boy escorts the guest to the front office. The guest completes the registration formalities and the receptionist hands over the keys to the guest. The bellboy escorts the guest to his room and opens the door for the guest to enter first. Rooming of the groups The tour comprises of many people with jumbo jest and many air services. The numbers are growing with so many people arriving at the hotel at the same time. It becomes virtually impossible for the receptionist to maintain a personal approach. When dealing with tour groups in fact the receptionist has no with the tour on their arrival but only with the tour Leader or the agents accompanying the group. Suitable to the size of the group must be derived in order to clear the front hall as efficiently and quickly as possible.

Following steps to be followed:1. Prior to the group arrival the reservation desk of receptionist has to make a rooming list and pre registration of the group. 2. Key card. meal coupons. Can be put in q packet envelope according to the names of and room number. 3. As the group arrives they should be welcomed at the entrance and made to be seated at the lounge.

4. The luggage can be taken care of by the bell captain and the bell boys tagged according to the room numbers and names and kept ready to be transferred to the room. A copy of the rooming list is sent to the bell desk for this purpose. 5. Meanwhile the tour conductor s the receptionist and collects the key envelopes to be filled and signed and returns if to the reception. 6. The are sent to the allocated rooms, accompanied by the bell boy and luggage Once all the tour are gone to their rooms. The receptionist notifies all concerned dept. in the usual way should they be any last minute cancellations or change of room or pattern. It should be informed by the tour conductor and a no show fee of retention change may be charged to the group.

Rooming the crew The information of the crew arrival must be sent to the hotel by the airline office with the details of arrival time, packs etc. When the crew arrival they are received. ed and roomed. Following the normal procedures. Rooming the vip The receptionist prepares the vip list and the vip amenities. Vouchers are prepared and send to the concerned dept. for prior preparations of rooms prepared and send to the concerned dept. for prior preparations of rooms. A vip is usually a better room with vip complimentary item placed before

their arrival. The vip gets extra attention. Vip should be given a grand welcome at the entrance. A minimum time is taken for the formalities and vip should be roomed efficiently and smoothly.

Business centre Shivam Resort & Hotel’s 24-hour business centre extends a vital communications link for the business traveler. The business centre provides full secretarial , word processing, telefax, photocopying and information on local commerce, trade, banking, internet and finance. Translation services and business card printing can be pre-arranged. Personal computers, cellular phones, modems, laptops and private workstations are available with secretarial services. Telephone manners: 1. Answer the telephone calls within 3 rings.

2. Answer the telephone calls with a pleasant tone starting with “business Centre good morning May I assist you”. 3. While speaking on the telephone maintain a pleasant tone. 4. While speaking always have a positive approach towards the person calling. 5. Give priority to the long distance call. 6. Do not keep the caller on hold for more than 30 seconds. 7. Listen with full attention to the caller. 8. Repeat the message and instructions to ensure you got it right. General  A neat and smart appearance should be maintained all times.  Working area must be kept neat and clean and tidy.  All guests should be greeted with pleasant smile and wished as per the time of the day.  Guests needs at the business center must be attended promptly and efficient.  Always ensure all equipment in working conditions.

 Ensure the future, equipment and surrounding are always dust free and clean.  Ensure all guest stationery is always available at business center.  Newspaper and magazine.  Latest fax, hotel, abc business, telephone directories with dictionary and yellow pages available at all times.

Secretarial  All fax/ photo copies ext. sent to the guest room must be in business centre envelopes.  All incoming faxes must be entered in the with details of date, name of the guest, room no. Message, pages time and bell boys sign.  In case of outgoing faxes, if the no. is busy difficulty in transmitting the secretary must never back to the guest within 15 minutes to inform him/her and also obtain an alternate no.  Ensure activity report is attached to ever outgoing fax.

 All bills for services rendered must be raised and posted to the guest room within 5 min. of the service being completed.  Guest suggestions should be noted and forwarded to the duty manager.  Any unusual delay in guest correspondence must be intimated to the duty manger for decision/advise.  Ensure all on the activity report (6 hour) must be checked for billing to ensure all faxes are billed.  Typing per page should be within 5 min with clarity.  Every dictation taken from the guest must be read out to ensure you have got it right.  Courier agency should be contracted immediately upon request from the guest.

AIRPORT SERVICES As we can say that airport service is the one of the important part in welcoming a guest. Here is what we say, how we communicate, how we introduce our self and our hotel creates a first impression in guest mind. And thus the saying is right suites here that “first impression is the last impression”. So in order to set a good impression in guest mind the airport representative plays an important role. He uses the following phraseology, After the guest point his name on the paging board the airportrep checks the name in AMS i.e. Airport Movement Sheet. He then confirms guest name and wish the guest according to the time of the day. He asks the guest whether he would allow taking his luggage and then he introduces the

chauffer and escorts him towards car and wishes him the pleasant stay at the hotel. The Shivam Resort & Hotels has the following different vehicles:  7 Nissan Teanas  10 Nissan X-trails  2 BMW 7 series.  3 Mercedes Benz coaches (13 seaters)  7 Tata Indicas (these are for istration purpose).  2 Lexia buses ( 36 seaters)

Our car has following facilities: We provide our guest with Himalayan water.  We also offer cold towels to our guest.  We have an emergency first aid box.  We provide choice of listening songs through various cd.

 We offer daily news paper in car i.e. is Times of India.  We also keep various brochures like of Shivam Resort & Hotels’s properties, some magazines giving introduction to our outlets.  We also keep scribbling pad as well as pen.  Our car also has mobile charging system for all types of mobile phone. We provide this to our entire guest as a complimentary service.

HOUSE-KEEPING .

The housekeeping department is considered to be the backbone of any establishment. It basically deals with the cleanliness and upkeep of the entire hotel. The Shivam Resort and Hotel has a total of 30 rooms divided on 2 floors on each floor there are 15 rooms. There are 2 wings on each floor namely A and B sections being in the same wing.

The work activities of the housekeeping department are basically categorized as follows: Floor cleaning.  Public area cleaning.  Extra cleaning.

Hierarchy of House keeping Department Executive Housekeeper

Deputy Housekeeper

Asst. Housekeeper

House keeping Executive Housekeeping Supervisor Sr. Room Attendants Room Attendants

Contract Staff

Trainee

DUTIES AND RESPONSIBILITIES OF HOUSE KEEPING DEPARTMENT PERSONNELS:-

Executive house keeper  Responsible for all the work and staff in her department. In order to operate successfully,  She has to organize her work and people efficiently.  She must have sound technical knowledge.  She should keep up to date with latest developments in the industry and check constantly to standards of the house keeping department.  Train, control and supervise all staff attached to the department.

Deputy house keeper  She acts as executive housekeeper in her absence.

 Supervise the reports, s, stock taping and stress required. Supervise the status of the room.  Meet major guest request and companies.  Responsible for general cleanliness. 

Looks upon the Linen room.

 Conducts daily briefing.

Assistant house keeper  She acts as a head in absence of deputy house keeper  She reports daily to deputy house keeper.  She prepares duty roasters in co-ordination with executives  Supervise the status of the rooms  Meet major guest request and companies.

House keeping supervisors They take care of the guest floors. The daily flow of work is as follows:-

After g in the every supervisor takes on the different jobs assigned to them as per the roaster which includes placement of h.k. attendants, key , desk , turnout checking of attendants. Reporting to the assigned floor after singing in for key, pager and checking up log for any instructions or messages. Maintaining the minibar as well as the h.k. .

Room attendants    

They clean and service guest rooms and bathrooms. On average one room boy cleans per shift 8 rooms. One room takes approximately 20 minutes to clean. One room attendant cleans the corridors and the back areas connected with the floor.

The three tasks to be done in a room are: Complaints Maintenance if any.  Replenish Supplies.  Maintains Cleanliness.

They report the maintenance to desk, renew supplies and clean the room and enter in the room. H/k personnel report the present status of the room. Every room is serviced at least once in a day and again on guest’s request. Turning down service is given in the rooms till 1930 hours after which the occupied rooms are given service only guests call. Check out rooms is prepared for relating round the clock.

The morning shifts starts their works by proceeding with: Vacant rooms  Occupied rooms  Departure rooms Morning service: There are 4 room attendants on each during morning service. The only exception being that the 1st floor has only two room attendants as there are no rooms in the C and D sections. Each room attendant does a total of about 13 to 15 rooms during his entire shift. This room attendant is responsible for occupied as well as departure rooms. There is one floor supervisor for each floor who is responsible for the entire floor. Procedure for morning service:  Knock the door three times announce housekeeping if the door is not been opened wait for one minute and then the room attendant opens the door with his room keys.

 Open the door proceeds towards windows open the curtains and raise the blinds.  Keep the remote, the laundry bag and the slippers in their designated areas.

 Strip the bed, collect the soiled linen and put it into the linen hamper on the trolley. Let the bed rest for few minutes.  Start cleaning the bathroom during the meantime.  Make the bed, put the runner and the decorative pillows on the made bed.

 Dust the room; wipe the minibar cabinet, coffee table and the bedside tables.  Wipe clean the glass mirror and the shaving mirror vacuum clean the entire room.

 Replenish the used supplies in the room. Place fresh towels and the bath mat in the bathroom.  Spay the room freshener “good sense” in the room.

Turndown service: Only 1 room attendant is responsible for the entire floor during turndown service. The turndown service should not begin before 5:00 pm and should end before 9:00 pm. The DND rooms during the morning service then come for the turndown service. There is a separate crew of 3 – 4 room attendants who are responsible for the departure rooms. Procedure for turndown service:  Remove the runner and the decorative pillows from the bed.  Put the night fold onto the duvet

 Switch on the night lamp on the bedside table.  Lower the blinds and the close the curtains.  Place the laundry tray with the laundry list, laundry, dry cleaning, pressing bags, pillow menu, breakfast card and the goodnight card onto it, on the left corner of the bed.  Place the guest comment card on the bedside table.  Place the foot mat on the edge of the carpet properly and place the slippers on it.  Switch on the night lamp in the bathroom, check the room properly, remove the key card and leave the room.

AMENITIES IN ROOM: Complementary Tea / Coffee Setup.  Complementary Mineral Water Bottles (2 Bottles)  Electric Water Heater (1. No. for Tea / Coffee)  Well stocked mini bar

.

 Letter Heads (3.nos)  Fax papers (3.nos)  Picture Postcard (2.nos) Bathroom amenities:  Face towel – 3nos  Dental Kit – 1nos  Shaving Kit – 1nos  Hair Dryer - 1

 Bathrobe – 1  Cotton wool - 2  Kempinksi soap – 1nos  Body lotion – 1nos  Emery board – 1nos  Comb – 1nos  Shower cap – 1nos  Loafah – 1nos  Band aid – 2nos  Ear bud -2nos  Tissue box -2 nos  Toilet glass – 2nos  Hand towel – 2  Bath towel – 2  Hair conditioner -1nos  Bath gel – 1nos  Hair shampoo – 1nos

 Tissue roll – 1 roll  Disposable bag – 2nos

Public area cleaning:As guest first enters into public area it is must that all public area must be clean thoroughly as it creates first impression in mind of the guest, and first impression is always the last impression. The condition of the public or front desk of the house area makes a strong statement about the rest of the property.  Public area includes:• • • • • • • • • •

Entrances Lobbies Front desk Corridors Elevators Public area rest rooms Swimming pool Exercise rooms Dining rooms Banquet and meeting rooms

 Back of the house areas includes:-

• istration and sales office • Employee areas • Housekeeping areas

Extra cleaning: This includes doing jobs or the cleaning of the areas in any room which are not done on a daily basis. These include:• Head board cleaning and cleaning of the skirting under the bed and the minibar cabinet. • Mattress turning. • Fridge cleaning. • Staircase railing cleaning

Weekly cleaning schedule:-

Monday

Fridge cleaning

Tuesday

Blinds curtains

Wednesday

Skirting dusting

Thursday

Ceiling cleaning

Friday

Window glass cleaning

Saturday

Phone cleaning

Sunday

Pest control

Work activities that I performed in the housekeeping department:  Assisted house keeping attendants in the making of rooms during morning services.

 Assisted house keeping room attendants during turndown services of rooms.  Helped in transferring new linen to the store room.  Helped in distributing the fresh linen on each floor for day to day activities  Shooting of linen through shoot linen box i.e. soiled linen from each is shooted through door and collected at the ground floor an after that it is delivered to laundries through trolleys  Stacking of linen in pantry.

The uniform room: The uniform room is located right next to the laundry for easy transportation of soiled and fresh uniforms.

The sewing section is located at the back of the uniform room. The sewing section has a total of 5 sewing staff working on sewing machines doing the jobs of alterations, sewing, mending tro chains and other jobs. The cabin of the Executive housekeeper is also located in the uniform room.

The points to be ed while handling uniform : Systematically arranged the freshly received uniforms from the laundry onto the shelves in the serial order of the employee numbers.  Arranged uniforms without the employee numbers meant for the contract staff and the trainees according to their sizes.  Issued fresh uniforms to staff according to their employee numbers or in exchange of soiled uniforms or a uniform exchange slip.  Always keep safe distance between fresh and soiled uniforms. Different sizes of bed and bath linen Items Bed sheet single Bed sheet double

Sizes 98’’x 120’’ 112’’x 120’’

Rates {in Rs.} 291.00 441.00

Pillow cover Pillow protector Bath towel Hand towel Face towel Bath mat

21’’x 45’’ 21’’x 37’’ 36’’x 72’’ 20’’x36’’ 12’’x12’’ 21’’x 30’’

88.00 45.00 377.00 109.00 20.00 143.00

Bath robe Bath robe Yukata Mattress protector single Mattress protector double Duvet single Duvet double Foot mat Shaving towel Tray mat Bath rag Pillow [feather king]

Deluxe Privilege Large ,small Large ,small Large ,small 64’’x 86’’ 106’’x 86’’ 14’’x 20’’ 17’’x 26’’ 17’’x 16’’ 24’’x 40’’ 21’’x 37’’

695.00 657.00 400.00 343.00 417.00 2353.00 3655.00 30.00 8.75 45.00 350.00 926.00

Duvet cover single Duvet cover double

64’’x 86’’ 106’’x 86’’

806.00 806.00

Chemical used Glance Triad Good sense R6

-

For glass Toilet cleaning/Multipurpose cleaner To remove odour For w/c

Linen room:The linen room is located at the basement, next to the laundry. It provides linen to the entire hotel. The linen room functions between 7:00 am till 8:00 pm. The work begins with the setting up of the trolleys with the bed and bath linen for all the floors after the trolley are stacked the linen staff equally distributes the linen on each floor The washed dusters from the laundry are sorted, made into piles of 10 each and kept on racks. The kitchen dusters are sent to the laundry. The bath linen received from the laundry is checked for stains and loose threads if any. The hand towels and bath mats are made in piles of 10 and put into trolleys. The bath towels are folded properly, each one separately and put into trolleys and delivered on each floor. Besides this linen room staff does the collection of the soiled linen through the “chutes”. Soiled linen from all the rooms are put into a trolley in the floor pantry by the room attendants. The linen room staff then starts the transferring of soiled linen to the basement through the chute, where they are collected onto trolleys. They linen room attendant come down from the 8th floor to the 1st floor chutting the linen each floor.

All the linen is separated first. The bed sheets and the duvet sheets are put first through the chute, they are followed by the bath towels and bath robes. Then the napkins, foot mats and the pillow covers. These are then followed by the hand towels, bath mats and face towels. The last items to go through the chute are the newspaper bags and laundry bags. After this soiled linen are transferred to the laundry department for washing.

Kitchen Shivam Hotel kitchen is one of the best and hygienic. The kitchen is divided in six sub-kitchen as Indian, south-Indian, Tandoor, Continental, Gardemanger, banquet, Hierarchy of kitchen staff Executive chef Senior executive sous chef Executive sous chef

Sous chef Kitchen executive

Chef de parties

Demi chef de partie Asst. chef de partie Trainee chef de parties Commie I Commie II Commie III Apprentice

Duties and responsibilities of kitchen staff:-

Executive chef  Carries full responsibilities for his kitchen  He must be a good look and an  Strict sense of economy and efficiency  His main function is to plan and organize and supervise the function.  Responsible for staff recruitment and termination  Responsible for discipline in the dept.  Tests new equipment that are to be bought.  He determines the percentage of profit on food. Sous Chef  Responsible for efficient running to the kitchen.  If the kitchen is busy he can make ad hoc changes to relieve pressure.  Responsible for a particular kitchen.

 Prepares requisitions.  Prepares menu which has to serve in the coffee shop.  Spoilages are checked.  Checks whether the uniforms are cleaned.  Job rotation.  Hygiene in the kitchen.  Looks that the presentation is done correctly.  Checks the portion control.  Announces the orders when ever the coffee shop is crowded.  Prepares duty rosters.  Gives the name of people who need training.  See to it that orders are prepared on time.  Tests new equipment that has to be included in the dept.

C.D.P.  In charge of a particular dept.  Organizes their dept.  See to it that the preparations are all right.  If a VIP comes see to it that every thing is in order.  See to it that all the ingredients are available in the kitchen  Prepares store requisition.  Help in smooth functioning of kitchen.  Works according to the order given by sous chef.  Keeps checking on banquet function list if any order has to be delivered to party or function.  Helps in keeping kitchen clean and hygienic.  Keeps on motivating staff.

Commis

 Follows the instruction of their supervisors.  Prepares all the food stuff.  Control the food wastage.  Prepares the mis en place.  See to if hygiene is maintained.  Assists the cdp in work.  Maintains the kitchen equipment.  Works in co-ordination with the f&b.  Brings store items according to the requisition made by the cdp. Apprentices  Assists the Commis in preparation.  Once they are trained they prepare things indepently. 

 Checks the stock in hand physically and tells whatever is required.  She that all store brought is stacked properly.  Keeps on helping the chef who are in need.

Bakery Introduction The bakery is located in the at the basement near Chinese kitchen. In bakery there is a pastry section also. The bakery is operational 24 hours and the work is distributed in three shifts Morning 0700hrs to 1600hrs Evening 1500hrs to 0000hrs Night 2200 hrs to 0700hrs The bakery is responsible for following: Supply breakfast items as per the menu rotation.  Prepare breads for the buffet.

 Supply cookies and chocolates to the room service.  Supply the room amenities as per request by front office.  Supplies desserts for the buffet.  Prepares cakes and pastries for the buffet. The bakery section area has the following equipments: Seven working tables  Two sink  One triple deck electronic oven with proover Section  Two dough mixer  Two electronic weighing scale  One microwave  Six mobile storage containers for flour and sugar  Twelve racks for dry storage

 One walk in chiller  One deep freezer  One rolling machine  One gas burner Staffing  One sous chef  Three kitchen executives  Three Cdp  Ten Commis  Three apprentice Work flow - Morning shift  Take the handover from the night shift  Supply breakfast menu rotation

 Prepare a la carte orders  Prepare and garnish desserts for the lunch  Pick up stores  Bake sponge sheets  Write requisitions for the next day  Prepare croissant dough Evening shift  Take hand over from the morning shift and organize the area  Prepare breads for the dinner buffet  Prepare cookies  Mise en place for desserts for the dinner  The following items are prepared for the a la carte  Caramel custard  Mousse

 Sponge  Puffs  All the cake orders for the next day is prepared and kept in the walk in chiller  Area is cleaned and organized for the night shift Night shift  Takes hand over from the evening shift  Prepares cakes pastry rolls ect for bakery counter  Prepare dessert for the banquet functions

Banquet kitchen Introduction The banquet kitchen is located in between the banquet hall Unlike the other kitchens it is located in the back i.e. is not visible to guest The banquet kitchen caters mainly to the banquet parties The banquet kitchen is the largest kitchen in the hotel with all the modern equipment.

The banquet kitchen is operational 24 hours and the work is divided into three shifts: Morning shift: 07:00hrs to 16:00hrs Evening shift: 15:00hrs to 00:00hrs Night shift 22:00 hrs to 07:00hrs The banquet kitchen has following equipments: Two working tables  Two sink  One gas range with two burners each  One high flame range  Two wet grinders two tandoor  Shelves for keeping stuffs  One vegetable walk in  One dairy walk in  One big rice steamer

 One chiller

 One working table  One salamander  One Bain Marie NORTH INDIAN KITCHEN Introduction The north Indian kitchen is located centrally in the main kitchen. It sets up the buffet in the CITRUS as well as the takes care of the a’la carte orders orders from the various outlets and the private dining. The buffet lunch and the dinner menus are cyclic menus and are changed after each month. There are 4 main gravies in the north Indian kitchen:  Tomato and onion gravy  Onion and tomato puree  Makhni gravy

 Veg gravy

Any a’la carte vegetable or non vegetarian order has a base of one of these gravies depending upon that particular order. The north Indian kitchen has following equipments: One chiller  One working table  One salamander  Two working tables  Two sink  One gas range with two burners each  One high flame range

BUTCHERY Introduction Butchery kitchen does all the cuts of meat, fish, and poultry. Machines in the butchery: 1. Vacuum packing machine:  Automatic machine for vacuum packing of raw meat items.  Has a vacuum meter with 3 knobs for vacuum, pressure and sealing.  The items are then sent for blast freezing. 2. Bone cutting machine:  Used for cutting of bones and frozen meat.  Has a round blade which rotates on two wheels cutting the items.  Used for the cutting bones of veal, lamb, beef and pork.

3. Meat mincing machine:  2 machines in the butchery section.  Used for the preparation of burger patties, kheema, etc.

4. The blast freezer:  A make of the FOSTER Company.  Used for the blast freezing of items which are vacuum packed.  Reaches a temperature of -35 degrees Celsius.  It has a digital thermometer which displays the exact temperature.  The items are then transferred into the deep freezer. GARDE MANGER Introduction The garde manger section does the job of setting up the buffet meals in CITRUS and STELLA as also takes care of the a’la carte orders from the various outlets and the private dining.

The garde manger section is located at the end of the main kitchen and has an adjacent pantry whish makes the various types of sandwiches.

Cheeses in the garde manger kitchen:  Adam ball  Emmenthal  Cheddar  Blue cheese  Mozzarella  Camembert

Hierachy of Food & Beverage Personnel Food & Beverage Manager Restaurant / Bar manager

Senior captain

Captains

Stewards

Asst. stewards

Hostess

Apprentices

Sequence of service Meet greet guests When the guests arrive at the restaurant, the hostess should move forward Towards the guests, & greet them with a warm smile & pleasing manner. The hostess should next ask whether the guests have a reservation with the hotel, if yes, then check the reservation& take the guests to the table allocated to them. If no, then according to the number or pax & their preference of smoking/ non-smoking, allocate a table. In case of a reservation the hostess will know the table allotted to them & will be able to lead the guests to the table without referring to the diary. While escorting the guest, the hostess will ensure that the guest is led & not leading & is at a comfortable place. The hostess also ascertains the name of the guest at his point. While the hostess takes the guests to their table, she highlights the main features of the restaurants for example the show live kitchen if any.

Seating the guest & presentation The hostess & the waiter makes the guest seated by drawing the chair out , enough for the guest to get in, then push the chair till it gently touches the guests leg. Removes all extra covers. The hostess wishes the guests a nice meal & leaves.

The hostess, after seating the guest, introduces the waiter. In case the waiter is unable to attend to the seating as long with the hostess, she completes the same, wishes the guest & informs the guest that her colleague will be taking care of them. She then closes the extra cover to indicated clearance of the same by the waiter. The waiter presents the menu & offers the choice of regular or mineral water. He pours the water. The waiter carries food & beverage menus, one beverage menu between two guests & food menu for each. Ladies are presented to them and the beverage menu to the gents. Ladies to be sold soft beverage at time. Water service is completed. Beverage order is taken, repeated, processed and served. Explain to the guest the ala menu and as well buffet concept. Talk about the daily special and chef’s recommendations. Offer wine if guests agree, present the wine list try to up sell. Take the

order on the k.o.t., proceed to the micros, pre check the food order and incase of wine, re-check the glass or bottle.

Meal service Place the breadbasket and the butter dishes on the table. Serve the aperitifs and the appetizers to the guests. Incase of wine service the serve the wine before the food. Check the temperature of the win and present the wine. Open the bottle and offer to the host for sampling. On approval start serving the ladies first and follow one direction, serving others. Leave the bottle in the chiller in case of white or sparkling wine and on the table in the cradle in case of red wine. Keep refilling the water glasses and wine fire the second course. When the guests are through with their first course, clear the plates, wine glasses, and replenish the bread and butter if necessary. Change the b and b plates and napkins if necessary. Place the cutlery for the main courses and the wine glasses, wine glasses to be changed in case the second wine is of a different label. In case the same wine is repeated, the host receives a fresh glass for sampling only. Get the wine, check for quality and temperature. Present the wine to the guest, on approval, serve, starting from the ladies and follow the same sequence as earlier. Serve the main course with accompaniments. Refill the water glasses. Check for any assistance required by the guests. Satisfactions check to be done within five minutes of guests starting the main course. When the guests are through clear the plates, wine glasses. Cutlery and salt and peppershaker. Fire the next

course, crumb the table reset for next course, and repeat the same sequence as above for any more courses. If guests are having desserts, place the dessert cutlery and follow same service sequence in case of wine. If the guests are having coffee/tea, place the sugar and coffee cups and spoon on the table. Serve the desserts. Follow with tea/coffee. When the guest finish the desserts, clear everything expect the coffee cups, water glasses and ashtrays. Crumb the table. Present the after dinner drinks list. Punch the order in micros. Collect items from the bat counter and serve. Refill water and change ashtrays regularly. Incase of a buffet, escort the guests to the buffet counter and explain the buffet selection, check for tea/coffee, offer selection and serve along with the desserts.

Cheque presentation If the guest would like to have their cheque, print the cheque through micros, re-check the amount and totaling present it in the folder. If the guest has left a credit card, swipe the card and in the micros, credit a sale of the exact amount and get it signed by the guest. Give the credit card card back and the guest copy of the sale/ post the charges to the credit card, along with any tips. The balance should be zero. When the guests are leaving bid farewell and let them know of any promotions happening in the restaurant. The host/hostess should escort the guests to the exit and the waiter should reset the table for another turn. 5 STEPS OF SERVICE The SHIVAM RESORT AND HOTEL follows these 5 steps of service to serve uniquely.  WARM & SINCERE GREETING Welcoming the guest. With our hands t and wishing the time of day.

 ANTICIPATE THE GUEST NEEDS To know the needs of a guest by putting our self in guest shoes.

 HANDLING & CONFIRMING GUEST REQUEST Once you take the order, repeat the order in order to conform it.  ASKING FOR ANY OTHER REQUIREMENT Once you have given the order ask the guest if you can do anything else for him.  FOND FAREWELL Thanks the guest to be a part of your hotel.

Duties and responsibilities of various staff Waiter/waitress Reports to asst. Manager, manager and team leader

 Greets guest and seats them.  Makes changes, cashes cheques and issues receipt top guests records amounts received and prepares reports of transactions.

 Reads and records totals shown on cash and certifies against cash on hand.  Assists the outlet manager as and when required.  Ensure that the outlet cleans and organized.  Balances cash and credit card changes. Team leader Reports to asst. manager  Greets guest and seats them.  Reads and records totals shown on cash and verifies against cash on hand.  Assists the outlet manager as and when required.  Assist with conducting monthly inventory checks on all operating equipment.  Liaise with the kitchen and beverage department on operating and quality control.

 Ensure that the outlet is clean and organized  Liaise with housekeeping department that the established cleaning schedules are strictly adhered to.  Ensures that all employees provide a courteous and professional service at all times.

Bartender Reports to team manager, assistant manager, manager  Assists with the smooth and efficient service of the bar operation ensuring that Shivam Resort & Hotels standards are met at all times.  Serves and prepares beverage list, answers and makes suggestions regarding beverage and service to guests.  Serves and prepares beverages to patron seated at tables in bar.  Constantly strive to satisfy that he/she may come into with.  Immediately takes a guest order.  Possess a through knowledge of the restaurant menu and wine list.  Up sell the menu and introduces the guest to try new things.  Answers any guest queries.

 Clears or resets the table conclusion of each course.

RECORDS MAINTAINED BY THE FOOD AND BEVERAGE DEPARTMENT Daily duty In each restaurant, this is filled up by the captain indicating the section to which the steward are placed and also may special duties to performed. It also indicated the off days. Kitchen Order Ticket The kitchen order Ticket is prepared in quadruplicate. The top copy's given to the Kitchen, bar of pantry. The second copy is given to the cashier who prepares the bill based on this copy. The thirds copy is given to the steward who is in charge of that particular section from which the order is taken so as to check the bill and the forth copy is kept in the book.

Stores Requisition Book Stores requisition is present in each and every food and every Food and Beverage outlet. When there is a need for any item or material the book is filled and is given to the store from where the material or items are issued.

Linen Requisition Book Use for Linen in Restaurant & Banquets etc

BANQUETS All major functions that take place in the hotel are held in the banquets. It comes under the FOOD & BEVERAGE department. It deals with all the major department of the hotel like the FRONT OFFICE, HOUSEKEEPING, and KITCHEN & FOOD & BEVERAGE. Taking into concept the income, banquets are the second after rooms. It basically deals with the service of snacks, tea & coffee service & the dinner buffet. The seating arrangement depends on the type & the number of guest. There are different types like the theater, casual, round and etc. There is a pantry where in the entire beverage like the {beer, wine, champagne, and cold drinks} cigar, cutlery, crockery & many such things are stored here. There is another room for the glasses where all the glasses are stored

Business Conference: The hotel has two conference halls. These are well equipped to accommodate upto 300 people in each hall with equal ease. Also having a Board room for 40 people. Board meetings, theatre style conferences, training programs are professionally managed.

Lawn:

The manicured Shivam Lawn and Centre lawn Spread over 2 acres of land can combined accommodate a gathering of upto 2000 pax with equal ease. And Provide personalized and innovative wedding service to turn a dream wedding into reality.

OUTLETS:-

The Bamboos, Highway Restaurant: Bamboo tree’s long life makes it a symbol of longevity. This tree has perfect balance of grace and strong. Its ability to cope with adversity and still stand firmly without loosing original ground is inspirational to our nation and hence boosted us to make a perfect ambience. On a bamboo theme to feel us proud to be Indian and to serve the best. ‘The Bamboos’ has the capacity of upto 60 people, overlooking the garden and is modern, elegant and chic. The cuisine serves complete Vegetarian food and offers a varied traditional Rajasthani fare along eith traditional and contemporary North Indian cuisine to pamper the palate with detectable meals.

‘The Clouds’ Coffee Shop: The Clouds is a glass wall restaurant that showers the rain of hospitality and comfort round a clock. The Décor is an eye soothing so that one feels cool and calm in that ambience. It has the capacity of 60 People with equal ease and offers one the chance to take in the serenity of lavish greenery while enjoying a leisurely meal.

The Ashoka Restro Bar The Ashoka is not just a restaurant or a bar, but a complete new experience with foot tapping music. The Ashoka is right place to quench your thirst. There is a whole host of cocktails and mock tails. This Retro bar can accommodate up to 100 people equal ease.

TASK PERFORMED

1. CLEANING OF GLASS 2. SERVICE OF RED & WHITE WINE, BEER 3. SETTING UP BUFFET 4. LAYING OF CHAIRS IN CERTAIN STYLE 5. HANDLING A BAR 6. GLASS WIPING 7. MAKING DIFFERENT MOCK TAILS & COCKTAILS 8. ATTENDING ROOM 9. REFILLING WATER, ICE & FUEL 10. SETTING UP OF PANTRY 11. WIMMING 12. MAKING AND SERVING TEA & COFFEE 13. SERVING ALCOHOL 14. MISE EN PLACE 15. FIRST PLATE CLEARANCE 16. CRUMBING ON THE TABLE 17. TAKING ORDER 18. STORE PICKUP 19. LINEN REQUISITION SLIP

Room Service Room Service Order Execution  Order comes in through room service communication desk. There is Room Service order taker who seat in room service area answers to all guest queries.

and takes the order and

 When the order is taken the room service order taker fires the K.O.T and the K.O.T is received by the captain and he sends the room service boy for the food pick-up.  The order also gets prints out in the kitchen micros but more the less the captain assigns the order to a waiter who announces it to the kitchen.  Once the order arrives, the tray/trolley set up is checked by the captain.  The order is ideally suppose to reach in 5 mins. The backbone of room service operation is the captain who manages the micros console. They assign orders, co ordinate clearance and confirm orders with room service order taker. It is there job to keep track on each and every orders so the right things go with right items. They have to give final check to each and every setup.

Various Types of Tea: Peppermint Tea.  Camomile Tea.  English breakfast Tea.  Darjeeling Tea.  Tetley Tea.  Earl Grey Tea. The proprietary sauces used: Tabasco sauce.  Dijon Mustard.  Heinz Tomato.

Best selling items:Non-veg Kathi Kebab. Club Sandwich. Fresh Fruit Platter. Dal Makhni. Kingfisher 330ml. Heineken Can. Another important job of the room service department is to co-ordinate with housekeeping and place VIP amenities in rooms. This is done on the basis of the VIP arrival report arrival report generated by the Front Office.

Z-CATE: - The front office personnel inform the room service of VIP arrival and asked to keep the amenities i.e. one bottle of red wine and cookies are place in the room, incase of VIP arrival.

Procedure for tray set up  Collect the KOT from the micros printer.  Read the order twice, slowly and carefully paying special attention to the special attention instructions.  Do the tray set up-Place the tray mat. -Put the cutlery and crockery and the linen 9napkin) required for the order as well as the accompaniments. -Pick up the accompaniments e.g. Tomato Ketchup, Olive Oil, and Raita etc.  Check the kitchen regarding the status of the order. Remind the chef in case the order is getting delayed and bring to the notice of the Captain.  Pick up food from the kitchen and tally it against the KOT to ensure that nothing has been missed out.  Set the food on the tray.  The cheques would be printed by the room service order taker.  Pick up the cheques in a bill folder along with the pen.

 Get the order checked from the captain.  Proceed towards delivering the order.

Procedure for trolley set up  Collect the KOT from the micros printer.  Read the order twice, slowly and carefully paying special attention to the special attention instructions.  Ensure that the trolley is clean.  Place a clean multan on the trolley.  Place a trolley cloth over the trolley & ensure that the cloth is even at all sides.  Put the cutlery and crockery and linen (napkin) required for the order as well as the accompaniment.  Take out a Hot Case from the hot case rack. Ensure that it is clean and hot.  Carefully place the hot case on the one end of the trolley.  Pick up the accompaniments if any.

 Check the kitchen regarding the status of the order. Remind the chef in case the order is getting delayed and bring to the notice of the Captain.   Pick up the food from the kitchen and tally il against the KOT to ensure that nothing has been missed out.  Set the hot food in the hot case and cold food on the top of the trolley, properly covered.  The cheques would be printed by the room service order taker.  Pick up the cheques in a bill folder along with the pen.  Get the order checked from the captain.  Proceed towards delivering the order.

Trolley Set Up

 Under the napkin fold a tooth pick is placed.  Always note each and every food items are to be covered with the food cover.

THE SHIVAM RESORT & HOTELS DOS AND DONTS Associates are encouraged to practice the following: 1. Always carry a slaver in the restaurant while serving / clearing / placing ashtrays, cutlery, crockery, glassware, etc.

2. If few cutleries have to be place on a table, carry the same on a waiter's cloth i.e. if a salver is not required to be carried. 3. Always talk politely to guests and colleagues. 4. Always use the right terminology. Only English to be used as a mode of communication. 5. Telephone calls to be restricted to non-busy hours. Only urgent calls to be accepted. 6. Wish every guest, associate and seniors when you see them. 7. Always carry your basic card, 15 minute training booklet as a part of your service Kit, which will include a click pen, a notepad, an opener and a lighter. 8. If sick, call 6 hours prior to commencement of your shift and inform your superior. 9. Leave requirements to be forwarded to your superior in advance [1 week] 10. Always be 10 -15 minutes early for your shift in order that you may read the logbook before commencing for briefing. 11. Once the shift is over, no associate is allowed to enter their departments in their casual clothing.

12. Always be knowledgeable about your job, general information, hotel information and information about your city [in of places to visit, movies, shopping marts, restaurants of varied cuisines etc.]

13. Always wear your nametag as apart of your uniform. In case the above is lost or misplaced it should immediately be replaced by a new one. 14. Always wear a watch of a simple design. 15. Switch off personal pagers, cellular phones during duty hours. 16. Always keep your work area / department clean. Report and defects immediately. 17. Always carry a waiter's complete mise-en-place. 18. Always use the LE.A.R.N. Procedures while handling guest complaints. 19. Always pull chairs for guests while seating them. 20. Always be well groomed. For Male Associates • Hair always neatly trimmed and well combed. Use gel if required. • Clean shaven. Sideburns, stubble or beard [Sikh associates exempted] are discouraged. Moustache to be well trimmed. Teeth should be clean without any nicotine stains. • Hands to be washed frequently to avoid nicotine stains or odour. Nails to be trimmed to short even length and kept clean.

• Well-polished shoes worn with back socks only. Uniform to be crisp, clean and ironed.

For Female Associates •

Hair always tied neatly in a bun. Hair may be left open if it is above the ear level. All hair to be

secured with hair pins if required. •

No colored clips to be used. Use only black clips, hair net and rubber bands.

•

Makeup should be light and not overpowering. Eyeliners to be used. RECOMMENDATION To recommendation a hotel is a difficult task. But as every coin has two sides there are some suggestions here too. 1. The cafeteria should be well equipped with air condition facilities; as for the worker should be refreshed at the time of break to perform his/her shift more efficiently. 2. There should be a rule of wearing protective gears like gloves during service as to avoid spreading of diseases. 3. There should be cameras wherever required as to avoid theft and many such things. 4. His/her senior on doing good service should appreciate one as this increases his/her confidence of serving.

5. Seniors should not totally dominate the juniors but instead teach them to do right things as this increases ones knowledge.

6. One should be given the guests history as his likes and dislikes by his senior; as to make the service more effective & to make the guest feel precious. 7. Make the work area friendlier to make our minds clear about any queries. 8. Hygiene controller should check each and every food going to the guest as to avoid any food borne diseases and also to increase the standard of quality. 9. The staff lockers must be renovated. 10.

The banquet staff should be increased in order to work smoothly and efficiently.

OBSERVATION

1. Here the guest is treated as GOD. 2. There is a rule of wishing a guest in ‘NAMASTE’ style followed by the time of day. 3. Attendance is strictly followed. 4. There are number of guest who visits again to the Hotel. This is a good sign of progress. 5. Any valuables brought in are labeled & counter slip is given to the avoid any misunderstanding.

holder by the security to

6. The general manager keeps on asking question to the workers as well trainees about the hotel to check their knowledge. 7. Each uniform of the staff is numbered to make the distribution of the uniform easy. 8. A new uniform is issued only in the return of the soiled one.

9. There in total 90 vehicles for the guest service, which includes Rolls Royce, Mercedes & Toyota. 10.

It is followed not to say any guest ‘NO’ instead suggest some alternative.

11.

Each chandelier has 96 bulbs of 40V.

12.

There are 43 mirrors in the grand ballroom.

13.

The staff is well knowledgeable, helpful full, as well as friendly.

ALARM SYSTEM There are 3 types of alarm systems to resist fire accident in the hotel. 1. AUTOMATIC ALARM (smoke detectors) This is a round shape unit of 10 cm diameter attached to ceiling with a small light blinking to indicate it is working. This unit detects if any smoke is present in excess and is indicated to the engineering department via the controlling unit. 2. MANUAL ALARM SYSTEM (pill box)

This is a glass box with red Colour push button and a small iron axe to break this glass is provided. This is to be done manually in case of emergency like theft or fire or any such casualties. This when pressed alerts the alarms. 3. PUBLIC ADDRESS SYSTEM This is done manually by a loudspeaker and directs the people accordingly.

FIRE SYSTEM 1. FIRE EXTINGUISHERS They are been installed on each floor. This has to be operated manually. It also depends on the class of fire namely A, B, C, D, and E. A involves wood, jute, cloth paper. B involves petrol, oil paint, and lubricants. C involves LPG, coal & hydrogen gas. D involves sodium, zinc, and magnesium. E involves electrical appliances. 2. WATER HYDRANTS They are installed on the floor. They are to be used manually by breaking the glass and turning the cock. 3. AUTOMATIC SPRINKLING SYSTEM They are been installed in each room. There is a small bulb (purple Colour), which is temperature sensitive. This bulb blasts as soon as the room temperature raises 75 ºC and the water rushes from this outlet by the sprinkling method.

CONCLUSION My words of gratitude will add some warmth of love, respect to the staff of “Shivam Resort & Hotel, Jaipur as well as” our training manager coordinated very well with us to make us learn more than expected. I have also learned many things as mentioned above. Learning all this has made the concept of hospitality much wider. Thus increasing the confidence and the quality of service. With this I would like to end my training report. I thank all the staff member of The Shivam Resort & Hotels for their kind and encouragement to make my training a great success. This training has broadened my outlook towards the industry and its manner of functioning. My training at the hotel will go long way in helping me achieve my goals and certainly remain as one of the most memorable period of my life.

With a special note of thanks to the staff and management of hotel Shivam Resort & Hotel, Jaipur. I hereby like to conclude.