INDUSTRIAL TRAINING REPORT

ON
ZHIWA LING HERITAGE, PARO

RAWAL INSTITUTE OF MANAGEMENT, FARIDABAD

(Affiliated to MAHARSHI DAYANAND UNIVERSITY – ROHTAK)

INTERNAL EXAMINER EXTERNAL EXAMINER

SUBMITTED BY: KANJUR OM

COURSE: BHMCT
SEMESTER: 6TH
BATCH: 2015-2019
ROLL NO.: 15-BHM-1019
 DECLARATION
I, KANJUR OM, student of Rawal Institute of Management, Faridabad hereby
declare that the Training Report submitted is my original work and no part of it has
been submitted earlier for any degree, post graduation or similar of any
Universities or Institutions.

Date: Signature of Student

Place: Faridabad Name:
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to General Manager Mr Brenet

Hyde, Human Resource Manager Mr Kuenzang Thinley & all Heads of
Departments along with staff members of Hotel Zhiwa ling, I wish to place on
records that the training was imparted in a highly congenial atmosphere true to the
reputation of hotel.
This period of training provided me with an opportunity to enhance my industrial
knowledge and helped me in inculcating and developing the spirit of
professionalism, sincerity and dedication as required in the hotel industry.
I have now matured & gained confidence and ready to accept all the challenge of
this industry which it holds for me.
I would also like to thank the Lecturers of our Institute, our Training Coordinator,
whose moral support and active monitoring made it possible for me to sail through
the entire process.

Name & Signature of Student Date:

CERTIFICATE
 CONTENTS

Sr. No. TITLE Page No.

1. ABOUT ZHIWA LING

2. FOOD & BEVERAGE SERVICE

3. FOOD PRODUCTION

4. FRONT OFFICE

5. HOUSE KEEPING
 About Zhiwaling Heritage
Zhiwaling heritage, the land of peace is located on 10 acres of green valley in Paro contributing
to the ornate architectural of the kingdom within easy reach of Bhutan's most revered temples
and monasteries. Ever piece of the hotel is handmade, forming the asters of stonework to the
wooden column,cornices and beam that was hand carved over three years by 60 talented
Artisans. To this day Zhiwaling is wholly Bhutanese owned and staffed.
From its traditional Bhutanese architecture to its elegant temple made with 450 year old timbers
to its Swedish under floor heating, Zhiwaling heritage seamlessly combines past and present all
together in all operation. The main building is built in the tradition of a Bhutanese Dzong (
fortress) with intricate carvings, paintings and antique Bhutanese textile collections. This
traditional Bhutanese architecture and design flows throughout the property.

Zhiwaling heritage is committed to continued innovation through new ideas, better solutions and
more efficient ways to keep the hotel vibrant and full of energy. Zhiwaling heritage is an early
adopter of GNH. We developed ways to incorporate the concept to follow a GNH in business
program - a model bases on Bhutan’s development philosophy of Gross National Happiness.
Likewise our training hotel in Thimphu has ecological principles embedded into its design. GNH
businesses like Zhiwaling heritage and Zhiwaling Ascent are seen s powerful change agents
within the community.
The nine pillars of gross national happiness are: living standard, good governance, education,
health, ecology, community vitality, time use and balance, culture diversity and psychological
wellbeing. The GNH in business model reinforces the nine pillars via five core goals: teamwork,
innovation, integrity, excellence and sustainability.
Between 2011 and 2013, Zhiwaling Heritage was able to reduce energy consumption by 6.45%
and we reduced our production of waste by 15%. An incredible 98% of all waste is now recycled
on-site. We maintain a community focus through employment, supporting local schools and
charities, and we are proud to be a National Geographic Unique lodge of the World, attained in
part because of our dedication to GNH.
Archery lawn
Archery is Bhutan’s national game therefore Zhiwaling hotel has a ground which is for the guest
to play archery and darts to feel the culture of Bhutan during their stay.
The ground is also used for outdoor camp and bonfire purposes.

Hotels staff helps guest in playing archery

About Zhiwaling’s branch

Hotel Zhiwaling has a branch in capital city of Bhutan known as Zhiwaling Ascent- where the
essence of Bhutanese hospitality begins. It is Bhutan’s first contemporary concept hotel located
just outside the centre of the city. It was opened in June 2017.
The hotel consists of 20 spacious room’s designes in most energy efficient way to capture all day
sunlight and take in superb views of surrounding scenery. The rooms are categorized in deluxe
rooms and premier rooms.
Zhiwaling Ascent’s staff members are fully embrace the timeless elegance and bespoke service
of the brand, and thrive on the pursuit of excellence. Their passion and creativity is inspired by
the distinct culture of Bhutan where they empower their staff to anticipate needs, deliver
personalized experiences and surpass expectations. An impeccable staff, offering flawless and
discreet service, ensures an extraordinary stay at Zhiwaling Ascent.
Zhiwaling ascent and its premier room.
Rooms in Hotel Zhiwaling
One bed room junior suite – king size

The suites are spread across eight different cottages linked to the main building by an attractive
pathway. Each room is fitted with either a Californian king size bed or two comfortable
Californian queen beds. All bathrooms have a full size bath tub with shower over and Swedish
under floor heating. A sitting area with leather sofas and a private balcony make these spacious
rooms luxurious and private floored bathroom with separate bath tub & shower area and a
spacious work desk with complimentary
Magnolia, Drugyel or Juniper suites

Stay in the main building in one of our juniper suites. Suites are located on the second floor
within easy reach of our in house temple. Each suite features a Californian king size bed and
separate bath and shower in the bathroom. The rooms are 49sq meter making it largest standard
rooms in Bhutan.
Royal Raven suite
The royal raven suite provides the ultimate Bhutanese experience. It is named in part to honor
Uzha Jarog Dongchen-the Raven crown of Bhutan, a symbol of Mahakala and protective deity of
the first Zhabdrung. It consists of two bed rooms, a large dining and sitting room, private porch,
and private shrine room, the royal raven suite is the perfect retreat for a wedding party or family
celebration.
The room is blessed by the trinity goddess: the Namgyelma (Skt. Vijaya), the Tsepame( Skt.
Amitayus) and the Delma ( Skt. White Tara). These three deities as one called upon for
longevity, happiness and wealth.

Sitting room of royal raven

 Alter in Royal raven.

Meditation center
Set aside time and shift into the present moment for an experience like no other. The Samden
Meditation house- Samden meaning fulfillment of good intentions- is here for your quiet
contemplation. Experience view of Paro Taktsang (tiger’s Nest) one of the most sacred
destinations in Bhutan.
You are also invited to sit with accomplished monks who teach Buddhist meditation classes on
request. Meditation classes for individuals and group are custom designed in discussion with
recognized practitioners and therefore require an advance booking of at least one week prior to
arrival.
 Meditation center

CONFERENCE HALL
Pele la (name of a passage in Bhutan): has a capacity of 60- 80 people
Chele la (name of a passage in Bhutan): has a capacity of 130-150 people.
For the reservation they use tour agents and also through fax and calls.
 Conference hall.

2 Meeting rooms across first floor with a total area of 17000 sq.ft. Offers
• Conferencing facilities
• Natural Lighting, Storage Area
• Large LCD Screens, AV equipments
• Complimentary Wi-Fi and digital signage throughout the hotel
TEA HOUSE
Tea houses are the pat of the fabric of life in the Himalayas. They are a place to rest, replenish
and socialize, and often form the family home for many in Bhutan.
The tea house at Zhiwaling hotel is an intimate and private cottage designed in the spirit of this
tradition. It is elevated for pristine views of the rock faces and mountains protecting bumdra-
meaning ‘rock of one hundred thousand footprints’. Cast your eye a little further to view Sang
choekor Buddhist College, the beginning of the bumdra trek.
Located near the meditation house and our green house, the tea house welcomes you in to relax.
Enjoy reading your own book or choose one from our abundant library. Write postcards or
scribble in your journal. Sip an invigorating cup of Bhutan butter tea. Recharge your soul in this
cozy nook which also features a wood burning stove to keep you warm on cold days.
 Variation of tea bags.

FOOD & BEVERAGE SERVICE

INTRODUCTION
This is one of the most important departments of the Hotel. This department is responsible for
serving of food as well as the sale of food being a service department. Guests will get a variety of
international and local flavors. A hotel’s revenue may be attributed chiefly to two sources:
Room Sales and Food & Beverage Sales. It earns about 35% of the total revenue. For effective
running of any service outlet the personnel should be well qualified and well versed in all
techniques involving achievement of guest satisfaction. This would include everything from the
simple display of politeness, etiquette and sociability to personnel and mental skills like good
knowledge, sound judgment and memory.
The Food & Beverage department paints the picture of the entire hotel in a guest’s mind. The
assistant Food & Beverage manager manages the functioning of the Food & Beverage
department. Apart from rooms, a hotel derives a large portion of its profits from service of food
& beverages. Food is provided by, in a hotel, through various service outlets. These service
outlets have a specialty, which is so unique that makes them highly competitive and watering.
The aim of the operation is to make the guest feel relaxed and at home.

Work Performed by the Food and Beverage Service Department:

 They have to serve the food by the wish of the guest.

 They have to give advice to the guest as to wish will be better for them.
 To listen to the complaints of the guests and try to resolve the same.
 To prepare duty roaster for its staff members.

OUTLETS OF SERVICE DEPARTMENT

RESTAURANT (Lingka)

Serving Style: À la carte/ buffet

Cuisine: World Cuisine

An all-day dining restaurant featuring global cuisine presents guests with a sensory world cuisine
experience. Located at the Lobby Level, the restaurant exudes a warm contemporary feel and a
visual delight for the eyes; the bespoke music, styled to suit the mood of the day, the alluring
aroma of food wafting through the restaurant, authentic & delectable world cuisine. All three
meals have an option of a Buffet as well as a very extensive an À la carte menu option.

Playing with natural light, the sky light in a section of the restaurant ceiling, paired with luscious
green view and the warmth of the impeccable service creates an unforgettable experience at
latest recipe.

From delicious buffet breakfast with freshly baked bread to a three course dinner at the end of an
exciting day, the Lingka will keep you in good spirits. On sunny days take advantage of the
outdoor dining option on our terrace, built on a wooden cantilever bridge.
 RESTAURANT (Gawa)

Gawa: means happiness. The local Bhutanese dishes such as ema datsi (traditional chilies and
cheese) as well as western cuisine are on the menu. With nice views over the stream, beautiful
gardens and lush Paro valley, the Gawa will enchant you throughout your stay with artifacts and
antiques setting. Both restaurants offer guests with an authentic regional and international dining
experience.
BAR (madmonk)

An intimate and stylish lobby bar combining the craft of the cocktail, world tapas and fine rums.
The signature cocktail of mad monk bar is “Dragon warmer”, or Ara- a local homemade rice
wine. Nestled in the hub of the hotel and named after Drukpa kunley(1455-1529) also known as
the Divine Madman of the dragon lineage. Drukpa kunley was a great master of Mahamudra in
the drukpa Kagyu Buddhist tradition. He became famous for his teaching methods, using
outrageous behavior and ribald humor in order to awaken the people he met and freed them from
conventional morality and self obsession. Mad monk Bar is an intimate inspirational sanctuary of
comfort and creativity.

Located at the ground level of the hotel, it offers a relaxed ambience, bespoke cocktails and
mock tails prepared by expert mixologists and a scrumptious snacks menu with globally-inspired
flavors. Indulge in our carefully crafted menu and choose from the extensive wine list that
features an interesting selection of spirits from around the world.
 ORAGNIZATION STRUCTURE OF F&B SERVICE DEPARTMENT

ASSISTANT F&B MANAGER (Mr.Yeshey Choda)

RESTAURANT MANAGER (Mr.Tenzin Rabten)

CAPTAIN (Mrs. Chimi Lhaden)

STEWARD

TRAINEE

JOB DESCRIPTIONS

RESTAURANT MANAGER

REPORTS TO: The Food & Beverage Manager.

 He is responsible for the smooth functioning of the outlet.
 He supervises and instructs his staff.
 Maintains all necessary reports and records.
 Maintains proper co-ordination and good relation with the kitchen staff.
 Sees that proper standard of service and hygiene are maintained.
 Handles the guest complaints.
  The Assistant Manager helps the Restaurant Manager in his works and has
the authority to take decisions in the absence of the Restaurant Manager.

CAPTAIN

REPORTS TO: The Restaurant Manager.

 Supervises the staff and helps them in times of need.
 Checks their personal grooming.
 Wipes glasses and cutlery.
 Lays the covers on the tables.
 Does clearance from the table and further takes them to the washing area.
 Prepares KOTs and places the kitchen copy with the chef and picks up the
food as required.
 Serves the food to the guests.
 Keeps close eye on the functioning of the restaurant.
 Guides the guests to their respective seats.
 Responsible for the maintaining hygiene standards at the restaurants.
 Deals with the guest complaints.

THE RELATIONSHIP WITH OTHER DEPARTMENTS

KITCHENS
The inter relationship with food and beverage services and kitchen is of a mutual nature. The
kitchen department is responsible for preparing the food in time and Food & Beverage services is
responsible for serving the food.
FRONT OFFICE
The Front Office gives the information about the restaurants of the hotel to the guests. In case of
arrival of groups or VIPs the Front Office informs the Food & Beverage department about their
meal plans. The Front Office also guides the guests regarding bookings for banquets and parties.

HOUSEKEEPING
The Housekeeping is mainly responsible for providing uniforms for the staff and linen for the
department. It is also responsible for cleaning the various outlets. Polishing of candle sticks and
brasso of various fittings as required is also a task of the Housekeeping department.

MAINTENANCE (ENGINEERING)
The lighting, alarms, safety equipment is taken care of by the maintenance department. The air-
conditioning of the outlets and maintenance of the right temperatures is a responsibility of the
Engineering department.

KITCHEN STEWARDING
This department does the cleaning of the restaurant cutlery and crockery. The department is a
part of the Food & Beverage department and is very important for the proper and efficient
functioning of the department.

RECEIVING, PURCHASE & STORES

If the Food & Beverage department needs things like linen for the outlet, cutlery, glassware etc.
they write to the purchase department ordering the required quantity and quality of the
requirement. The purchase then buys the same and through receiving and stores it is supplied to
the outlets.

PERSONNEL & TRAINING

Personnel department looks after the recruitment of the staff according to work requirements. It
also sanctions leaves, pays and promotions. It trains new recruits and trainees.

FORMATS USED IN F&B SERVICE

LOG BOOK
It is a very important register as it is the communication between two consecutive shifts. All
necessary and important information to be passed to the next shift is recorded in this book. Food
& Beverage sales figures are also mentioned in it for the shift.

SALES SUMMARY REGISTER

This is a register in which a record if projected sales and actual sales are maintains. It has
separate columns for food, beverage, total sales, number of covers sold and suggestions. The
Food & Beverage Manager everyday signs it.

LINEN BOOK
It is a small book maintained to keep record of linen exchanged of the outlet. Every shift the
soiled linen is sorted counted and sent for exchange and corresponding entries are made in the
book.

REPAIR ORDER BOOK

This book is maintained to record the maintenance work required to be carried out by the
Engineering department. All kinds of complaints like electrical, carpentry; paint touch-ups etc.
are recorded in this.

MATERIAL REQUISITION BOOK

The MR book is maintained to acquire things like stationary like pens, pads, envelopes,
toothpicks etc. from the stores.

DETAILS OF WORK PERFORMED

 Mise-en-place.
 Laying of table covers.
 Folding of napkins.
 Setting of bills at the cashier.
 Serving water tea, coffee, juices and simple dishes to the guests.
 Doing the clearance from the tables.
 Laying of buffet and re-filling of dishes whenever required.
 Counting and exchange of linen from the laundry.
 In the absence of adequate manpower, welcoming guests and guiding them to a table,
taking orders from them and serving the same.
 Clearance and refilling of all equipment at the various stations.

Guest Handling Procedure

When the guest comes to the Restaurant, the restaurant hostess greets him/ her and welcomes
them to the restaurant and guides them to a table bearing in mind the guests requirements in
terms of number and any other specific liking (if known) and also the equitable distribution of
work load on various stations.

The steward of the table first of all serves water to guest and introduced himself/herself. Then he
gives menu card to the guest. Now he/she takes the order of the guest and makes a KOT for the
same and delivers a copy to the kitchens and one to the cashier for billing. The food when ready
is picked up and is served to the guest by the steward. Meanwhile, the bill is kept ready and
when the guest asks for it or at an appropriate time the bill is presented to him for payment. Any
gratuity received is acknowledged graciously.
 FOOD PRODUCTION

MAIN KITCHEN
In every hotel the kitchen is divided on the basis of their operations size and location on any way
is further sub divided into various sections. On the basis of the cuisines or dishes prepared. The
most important part of any hotel’s F & B production is the ‘Main Kitchen’. The main kitchen is
the largest kitchen in any hotel, where most of the food handling and cooking take place. This
kitchen caters to the F & B outlets directly or through the satellite outlet kitchen.
Therefore this kitchen handler the basis cookery like cooking of the stocks, sauce, gravis, soups
and other simple dishes which can be produced in large soups and other simple dishes which can
be produced in large quantities and be supplied to other satellite kitchens. Thus saving a lot of
time energy and simplifying their task.
As every hotel has different cuisines, this kitchen has different individual sections to handle
each cuisine like the continental kitchen, the India curry kitchen, and the Chinese kitchen. This
kitchen may be subdivided on the basis of work being handled in those sections like pantry the
Garde manger, the India Tandoor etc. These sections handle basic cookery as well as cater to the
outlets directly like the Room service and the banquets in the absence of separate Banquet
kitchen).

THE MAIN KITCHEN IS DIVIDED INTO:

 Chef’s office
 Bakery
 The pantry
 Kitchen stewarding
 The Tandoor

There is a notice board in the chef office of the main kitchen where all the banquet function
contracts are pinned duty rotary are displayed and Training schedule are put up. All-important
notices given by the executive chef is also put up there.
 THE EXECUTIVE CHEF

The chef caters all the responsibilities of the kitchen. He is an administrator as well as a cook. He
should have a thorough knowledge of cooking and the management of an institution. He is an
authority on culinary matters. He must organize kitchen & staff in such a way that the service is
prompt and discipline is maintained. He prepares the budget of the kitchen & forecasts the cost
profits he should be an efficient policy maker.

The following are the various sections of kitchen and the functions each
section carries out.

BAKERY
 To make Recipes and set methods of production of basic dough’s.
 Preparation of different types cookies.
 Maintain Baking oven Maintenance, operation and temperature control.
 Volume of breads and rolls made per day.
 Usage and type of mixing, fermentation and Baking equipment and accessories.
 Preparation of basic dough’s and pastes. Sponges and pastry mixtures and their recipes.
 Ingredients and methods of preparation of various cookies, Mousse, cakes. Special cake
orders and their decorations.
 Storage of chocolates, cakes, muffins, cake slices.
 Supply of bakery items to the “TEA-COUNTER”.
 Operation of special equipment and their utility.
 Preparation of cookies and Breads.
 TANDOOR

The Tandoor is a classical wren. There are garlic tales that narrate the origin of the Tandoor.
Remain of several tandoors have been discovered at several excavator rites of HARAPPAN
CIVILIZATION. The tandoor is fired with charcoal, which imparts unique flavor to the food.
The Muslim in vases into India and the Mughal rule in India have largely contributed to the art
of cooking in a Tandoor. The Tandoor is a classical wren because it distributes heat evenly from
all sides unlike a conventional wren.
The Tandoor can be of types the clay and the iron. The most criminally used Tandoor is the clay
Tandoor. The Tandoor mulches smooth from the insider and must use not have any crates. To
start a Tandoor a small fire is needed. When staring a Tandoor it must be reassigned to ensure
even distribution of heat. To reason the Tandoor a mixture and is applied in a paste from inside
the Tandoor.
The temperature of Tandoor can be controlled be increasing or decreasing the quantity of coal.
Opening or shutting the relight from the opening at the bottom can also vary it.

JOB DESCRIPTION OF CHEF DE PARTIE

Job title : Chef de partie

Responsible to : Exec. Chef/Sous Chef/Chef
Nature and Scope of Job : Plan and organize the preparation of food

RESPONSIBILITIES

 To plan and organize the actual preparation of food in his section.

 To ensure the mise-en place and mise en scene in his section.
 To ensure strict food serving standard with regard to presentation and garnishes.
 Preparation and dishing out a la Carte orders.
 Preparation of food for party menus.
 To ensure proper portions as per the standard recipes.
 To inform chef/Souse chef of any mechanical defect in the equipment in his section.
 To ensure strict hygienic standards in the section.
 To try out new dishes as per the advice of the chef.
 Any other job as assigned.

AUTHORITY

 Authorized to write requisition for raw material in the absence of Chef. However,
obtaining signature of a executive on the requisition is a must.
 Authorized, in the absence of the chef Sous chef, to receive and replace the food
whenever returned by the guest in case of complaint or otherwise.
 To recommend the indents for the raw material to be used in the section.
 Authorized to recommend any leave for the staff under his control.
 Authorized to recommend disciplinary action against the defaulting employees.
 Authorized to detain staff on overtime in absence of executive chef/Sous chef.

JOB DESCRIPTION OF COMMIS I TO COMMIS III

 Job Title : Commis Production (I,II,III)

 Responsible to : Chef/CDP
 Nature and Scope of Job : To prepare food.

RESPONSIBILITIES

 Preparation of dishes as assigned to him.

 Mise-en-scene and mise-en- place in the section.
 Finishing and dishing out A- la- Carte orders.
 Preparation of food for party menus and buffets.
 Assisting chef/chef de partie in performance of their duties
 Controlling the wastages.
 Portion control as per the standard yields.
 Informing chef/Sou chef of any defect in the equipment of his section.
 Cleaning of working areas and equipment used during the preparation of dishes.
 Ensuring strict hygienic conditions around his place of work and equipment.
 Any other job as assigned to him.

JOB DESCRIPTION OF KITCHEN STEWARD

 Job Title : Kitchen Steward

 Responsible to : Supervisor
 Nature And Scope of Job : To organize and control silverware,
Glassware, crockery, cutlery and kitchen,
Utensils

RESPONSIBILITIES

 Control of all kitchen flatware and service dishes.

 Control of cutlery, crockery and other banquet requirement.
 Arranging cutlery, crockery, and glassware for the parties as per size of the party.
 Maintaining stock registers for all cutlery, crockery, glassware, silverware, kitchen,
utensils and miscellaneous items and ensuring stock taking of the items once a week.
 Placing indent for more material as and when the par stock declines.
 Proper deployment and utilization of utility workers under his control.
 Preparation of duty rosters for utility workers in consultation with executive chef.
 To ensure cleaning and polishing of all the equipment in the stewarding department.
 To assist chef in transporting various stores to maintain par stocks of perishables, non-
perishables and non-food items.
  Enforcing strict hygienic standards in the kitchen.
 To ensure proper and speedy cleaning and storage of all service wares in dish washing
machine/manual area.
 Proper and speedy cleaning and storage of all pots and pans.

FACILITIES AVAILABLE IN THE KITCHEN

HYGIENE AND SANITATION

Hygiene and sanitation are intrinsic and important parts of food production. These not only
create a good place for working but also help in maintaining quality of food. Therefore, proper
hygiene and sanitation of staff, kitchen and equipment must be maintained. Special attention
should be given to personal hygiene and cleanliness of kitchen. The following points are only a
broad base for maintaining hygiene and sanitation.

PERSONAL HYGIENE
 Staff should be in a fresh and clean set of uniform every day.
 Staff should be told have short, well-groomed hair and nails.
 Staff should put on proper and clean kitchen shoes. Cap should be worn to avoid hair
falling in food.
 Periodical medical/health check-up of food handling staff should be done.
 Staff should wash hands before starting work. For this hand-washing sink, soap, towel
and dryer should e provided.
 Staff briefed on maintaining personal hygiene and its importance for themselves.
 No smoking order to be followed by all in the kitchen.
 A first-aid kit to be available in the kitchen.
KITCHEN HYGIENE AND SANITATION
 The ceiling of the kitchen should be minimum 10 feet high.
 The kitchen should be well lit and ventilated.
 The flooring should be of non-skid surfaces.
 Pest-o-flash should be installed.
 Bathroom and garbage room should be away from the production area.
 A pest control agency should be employed.
 Fire extinguishers must be available.
 All hoods and exhaust fans to be cleaned periodically.
 All floors should remain clean and dry.

HOT AND COLD RUNNING WATER SHOULD BE AVAILABE

 Wire mesh-swinging doors to be provided at entry and exit of the kitchen.
 All cold stores to have automatic locking doors. Alarm bell should be fixed.
 All equipments and tables to remain always clean.
 All kitchen accessories should be washed with detergents every day.
 Dustbins should be periodically emptied and kept covered.
 Garbage room to be kept closed.
 All walls, ceilings, air vents, light fixtures, counter taps and other surfaces must be free
from dust and be in good repair.
 Automatic dishwasher must be equipped to sterilize cutlery, crockery, glassware, etc.
 Leftover food to be stored well covered and at proper temperature.
 Cold stores should maintain proper temperatures.
 All kitchen drains should be kept covered with clinging wrap.
 All cooked and semi-cooked food should be kept covered.
 FORMS/RECORDS AND REGISTERS USED IN KITCHEN

Attendance Register
A register in which all attendance records of each and every staff is maintained by the kitchen
supervisor. In the last of the month it also forwarded to HR Manager also.

Duty Roster
A page or register in which duty allocation of all the staff is maintained. Duties are allocated by
the Executive chef but in the absence of him Sous chef is responsible for it.

Daily Consumption Sheet

It is a sheet or register in which daily consumption of all types of ingredients and raw material is
written by the all C.D.P’s of every section.

Requisition Book
It is a book or diary which is using for the issuing all types of kitchen items from the main store.
It is maintained by the kitchen supervisor and daily signed by the Executive chef.

Various Party Format File

These formats which are delivered by the front office department in which various types of party
details are given such as: arrival time, welcome drink menu, meals menu, departure time, no. of
pax.

Kot’s Box
It is a box in which all types of kot’s are to be putted. This box is maintained by the Sous chef.
 FRONT OFFICE

INTRODUCTION
It is one of the departments, which is in direct contract with the guest. When the guest arrives,
after the gateman; the staff at the reception is the second person he interacts with. Various kinds
of people come in and go out but what kind of impression do they carry along, in what matters is
the Hotel. Front office staff plays a major role in improving or spoiling the Hotel's impression.
Cleanliness and hygiene standards have to be maintained, as well as skill in public relation is a
necessity. For smooth functioning, proper allocation of rooms, front office staff is required to be
thorough with the entire lay out and plan of the Hotel, its various outlets etc.
In any hotel, the major revenue producing divisions are rooms division and food and beverage
department. The front office helps in increasing the profit margin of hotel by its efficient
service. Front office is the showcase of the hotel. It’s the department, which is responsible for
the sale of hotel rooms by systematic methods of reservation.
Front office creates the first impression about the hotel. So the department has to be very
effective and dynamic as it promotes the hotel sale.

DUTIES AND RESPONSIBILITIES OF FRONT OFFICE PERSONNEL

FRONT OFFICE MANAGER: Is the in charge of the Front Office Department who allocates
the available resources (men, machine, materials & money) of the department to achieve the
organizational goals. The basic function of FOM is to supervise all the Front Office personnel
&to ensure the proper and smooth operation of the department. FOM reports to the General
Manager of the hotel.

Scope of job (Duties & Responsibilities):

 Directs and coordinates the activities of the FO Department.
 Perform the function of a link between the management and the Font Office employees.
  Perform budgeting function.
 Plan the present and the future need of resources.
 Schedules the tasks of the front office employees.
 Evaluate the job performance of front office staff and fill their appraisals.
 Conduct training programs.
 Resolves guest problems quickly, efficiently & courteously.
 Reviews all reports generated by all the sections, included night auditor’s report.
 Ensure all SOPs (Standard Operating Procedures) are followed.
 Maintain coordination & good communication with other departments of the hotel.
 Conduct regular staff meetings & staff briefing.

BELL BOY:
Bell boy transport the guest luggage at the time of check-in & check-out. They also escort guest
to their rooms and familiarize them with the in-room facilities and services.

Scope of job (Duties & Responsibilities):

 Handle the guest luggage, i.e.; transport the guest luggage from lobby to the room at the
time of check-in, and from the room to the vehicle at the time of departure.
 Put the luggage tag at the time of guest arrival.
 When collecting the luggage at the time of check-out, take a thorough look of the room to
check any loss or damage to the hotel property.
 Keep the record of the lift luggage rooms.
 Distribution of newspapers to the guest rooms & all departments of the hotel.

CASHIER:
During the stay in a hotel, guests may perform various credits & debit transactions with the hotel.
At the time of departure, guest settles his bill at cashier. It is essential for the front office cashier
is to keep the guest folio updated by posting all credit & debit transactions.

Scope of job (Duties & Responsibilities):

 Prepare guest bills and present the same for settlement at the time of guest’s departure.
 Maintain & review guest weekly bills & check not to exceed credit limit.
 Transfer guest balances to other accounts, as required.
 Settle guest accounts by accepting cash, credit card, traveler’s cheque, etc.
 Exchange foreign currency according to the daily exchange rate, in strict accordance with
the rules & regulation of RBI (Reserve Bank of India).
TELEPHONE OPERATOR:
Telephone operator hardly comes in direct contact with the guest, but they play important role in
creating the image of the hotel in the minds of the guests. The basics kills of the good telephone
operator include clarity & courteous in their voice, attentiveness &object listening.

Scope of job (Duties & Responsibilities):

The major duties & responsibilities of the telephone operator are as under:
 Answer all incoming calls.
 Forward incoming calls to the desired extensions.
 Provide paging service for the guests and employees.
 Log the entire wake up calls on the system.
 Answer the queries about the hotel’s services and products.

RESERVATION ASSISTANT:
The processes the reservation requests that reach the hotel by any mode. He should possess great
salesmanship skills by suggesting higher room categories, &also selling other hotel services like
spas, restaurants etc. to the guest. As we know the reservation section generates the maximum
revenue for the hotel, so reservation assistant should understand, anticipate, & influence
consumer behavior in order to maximize the profits.

Scope of job (Duties & Responsibilities):

 To receive and process the reservation requests of future guests.
 To maintain reservation records by completing reservation forms, sending reservation
confirmation letter, etc.
 To process reservation from sales offices, other department of the hotel, travel agents,
tour operators, etc.
 To communicate the reservation information to the reception.

RECEPTIONIST:
Is the first person to come in contact with the guest at the time of their arrival. The basic function
of a receptionist is to receive guests and answer their queries.

Scope of job (Duties & Responsibilities):

 Greet the guest on the arrival.
 Politely confirm the details of the guests with confirmed reservation.
 Complete the registration formalities of the guest with confirmed reservation.
 Assign rooms & call the bell boy to escort guests to their rooms.
 MODES OF RESERVATION:

 By Telephone.
 By Fax/ Telex.
 Personal.

SOURCES OF RESERVATION:

 Airlines crew
 Tour Operators.
 Travel agents.
 Telegram.
 FIT.
 Companies and commercial business houses.
 Embassies.

It is such a department where the guest gets to converse personally with the staff member. It is
basically charge listed by the receiving of phone calls or communication skills. One should have
the modest of the ways to conversation with the guest.

RESERVATION PROCEDURE
 If an inquiry comes from a potential guest, the reservation assistants fill the reservation
form with all the required details immediately.
 Depending on the availability, the room position is checked and then the booking is
immediately confirmed by looking on the chart which shows sold out, on request or free
sale position.
 While taking reservations on phone, the important information which the staff member
need to get from the guests are:
 Name of the guest.
 The company in which he works and his designation.
 Arrival and departure date and time. (If possible the flight no. Is also taken, so as to
ascertain the pick-up, etc.)
 Kind of room asked for, and the no. Of rooms.
 The member of people coming.
 Regarding the person who is making the reservation:-
 Permanent address of the guest (if required).
 Receiver's signature and the date.
 While taking group reservation on phone or through any other source, before how many
day does the confirmation is done, depends on :-
 How frequent the guest is.
 The amount of business provided, etc.
 If the guest wants to get any changes done in the reservation, as per precautionary
measure, the section asks for a fax mentioning the reservation, the hotel sends a
confirmation fax back. This is done to avoid any misunderstanding later.
 All such reservations, which are done by postal or fax services, are recorded properly in
the files.
 Discounts or taxes to believe on the total amounts are decided before the confirmation of
a reservation. The members try and clear the concepts regarding every conceived policy
of the hotel.
 The reservations are taken around the clock.
 The reservations are done in advance. Also, Whitney system is followed. In this system,
the updating of the reservations is done very day and in every shift.
 The reservation file for the day is sent to reception. This is done, so that, the staff is
aware as well as prepared for the reservations. Thus, they keep a track of such agents.
ORGANIZATION STRUCTURE OF FRONT OFFICE DEPARTMENT

MANAGER FRONT OFFICE (Mrs. Rinzin Lhamo)

SENIOR G.R.E (Mrs.Sunita Mongar)

FRONT OFFICE EXECUTIVE (Mr. Pembu)

SENIOR BELL CAPTAIN (Mr.Ugyen and Mr. Tshewang)

BELL BOY (Mr. Yeshi)

TRAINEEE
 INTERDEPARTMENTAL RELATIONSHIPS

HOUSEKEEPING
Front Office works in close co-ordination with Housekeeping.
 The Housekeeping department cleans the check-out rooms and has the list to Front Office
for selling the rooms.
 Front Office informs Housekeeping about the departure rooms.
 The VIPs staying in house.
 Occupancy Report is made thrice a day and discrepancies are checked.
 Front Office and Housekeeping need good communication so as to carry in the work
smoothly and efficiently.

KITCHENS
There is no direct link between the Front Office and Kitchen. Whenever a group arrival is
expected, Group Information Sheet is passed in kitchen department so that they don’t face any
problem with the preparation of meals.

FOOD & BEVERAGE SERVICES

The co-ordination is not direct between Front Office and Food & Beverage department.
Whenever any FIT or any group arrives or is expected, the Group Information Sheet and
Expected Arrival List are circulated to various outlets of the Food & Beverage department.

MAINTENANCE
Whenever there is any problem in any equipment, it is only the maintenance department, which
comes and repairs it.
 BELL DESK

It is a small room near the entrance of the hotel from where the bell captain operates. Mainly the
function of the bell desk is:

Carrying guest luggage to the room and taking the guest to his room explaining the location of
his room and answering any quarries of the guest. It is that section of Front Office, which mainly
deals with the movement of luggage at the time of arrival as well as departure. It is the first
section of Front Office that comes in contact with the guest.

The Bell Desk deals with guest requirements. The main function is to take up the luggage when
the guest checks-in. when the guest checks-out, the bell-boys carry the luggage out of the room.
The Bell Captains are in-charge of attending to guest calls and requests. A variety of newspapers
are stored at the Bell Desk and they are also sent up to the rooms every morning at 5 A.M.

The Bell Desk is in charge of storing guest packages in the store-room. Luggage can also be
stored on a temporary basis in the luggage room. This service is complementary and free of
charge. A temporary luggage pass with details like name of the guest, pieces of luggage time,
room number, and the Bell Boy’s signature is tied to the luggage. In case there is a phone call for
a guest in the lobby, he pages for that guest.

The Bell Desk is responsible for storage medicines, postage stamps, newspapers etc. It also
delivers guest messages and at times of breakdown of telephone system or when requested by the
guest delivers wake up calls. A control chart of bell-boys is maintained at the Bell Desk counter
by the Bell Captain.
 DUTIES OF THE BELL DESK

 To deliver news-paper to the guest rooms early in the morning.

 To deliver guest messages, packets, faxes and parcels as soon as the Reception informs
the Bell Desk.
 To page the guest in case they are not in their rooms.
 To help the guests in shifting from one room to another if the need arises.
 To distribute
 Requisition Slips
 Occupancy List
 Expected Arrivals List
 to various departments of the hotel like Room Service, Main Kitchen, Housekeeping
Pantry Kitchen, Telephones, Reception, Reservation, Engineering, Food & Beverage
department.
 To deliver the meal coupons to the guest never every meal.
 To give Wake-up calls to the guest personally if there is no response to telephone wake-
up calls. The bell-boy should open the room using a master key in case, there is no
response from the room in order to make sure no accident has taken place in the room.
 To store the luggage of the guest even after the guest has checked out but does not intend
to carry the luggage along.
 Collecting the outgoing mail in the "Mail Box". Keep at the counter.
 Paging for residential guests in the public area.
 To send parcels, mails and massages to the rooms.
 HOUSEKEEPING

INTRODUCTION
The entire business of any hotel involves around only one aspect-"GUEST".
A frequent guest knows the difference between a good and a mediocre hotel. To him a hotel is
both a home and an office in which will be visited many times a year. In a competitive situation
the guest will choose a hotel when he feels welcomed. He wants more than just wine and time.
House -Keeping is the departments which is perhaps responsible to bring back a guest to the
hotel again and again this is because guests wants personal recognition and house -keeping
departments has ample scope to pay specials attention to all guest, thus making them feel
Important. Keeping up the whims and fancies of guest is an extremely important job performed
by all the departments in their own ways, both individually as well as collectively.
Moreover this is the department which is indirectly responsible for earning the maximum
revenue for the hotel, because the room sold by the front office are the rooms made by the House
-Keeping, Besides guest rooms, housekeeping has to look after all the PUBLIC AREAS,
COPORATE OFFICES, BANQUETS, RESTAURANTS ETC. and it’s not an easy task to keep
the whole hotel sparkling. Thus justifying the motto – a hotel is a “home away from home".
This indirectly revenue-generating department is the backbone of the organizational structure.
The hotel guest surely knows the warmth, care, comfort, importance, promptness etc. that is
attached to each one of them. Guests frequent to the hotel didn't just want a room to live in, they
surely expect a lot more, and that's one of the ways. House-keeping department comes in picture.
Then House -keeping department is the main force in keeping the hotel's flag flying high.
A happy guest insures minimum six core guests assuring ample of scope for the hotel. The
House-keeping is directly responsible for public areas and their cleanliness, which are always
visited in time of the day or night in turn effecting the reputation of the hotel.
 ACCOMMODATION

Accommodation acts like a reflex, but can also be consciously controlled. Mammals, birds and
reptiles vary the optical power by changing the form of the elastic lens using the colliery
body (in humans up to 15 dieters). Fish and amphibians vary the power by changing the distance
between a rigid lens and the retina with muscles. Accommodation is the process by which
the vertebrate eye changes optical power to maintain a clear image or focus on an object as its
distance varies. Accommodation permits images at different distances to be focused on the
retina. There's a gallery of Guestrooms. Each is enjoyed as an individual experience so that when
you return you'll be relaxing in new surroundings. Each room is tastefully appointed like a fine
residence, featuring Bhutanese stylish furnishings, marble bathroom vanities, and original
artwork. All rooms are well furnished and clean also. Every room has WI-FI connectivity,
LCD’S, Bath Tub along with modern showers, Hair Dryer, Tea-Coffee Maker.
ORGANISATIONAL CHART FOR HOUSE KEEPING DEPARTMENT

EXECUTIVE HOUSE KEEPER (Mrs.Sonam zam)

ASSISTANT HOUSEKEEPING MANAGER (Mrs. Sonam Choden)

SUPERVISOR (Mrs.Tshering Choden and Mrs. Sangay Dem)

ROOM BOY/GIRL (Ms. Pema, Mrs. Ugyen)

TRAINEE

JOB DESCRIPTION

EXECUTIVE HOUSE KEEPER:-

The executive House-Keeper officiates as the head of the House keeping department of a hotel.
The main task performed by her involves cleanliness maintenance and general up keep of hotel
achieved with resources available that are basic manpower, material, machines, money, an
organizational structure along with time. To list a few responsibility of the executive House
keeper that comes with the designation is: -
 Attend daily meeting, held every morning for all departmental heads.
 Attend daily morning meetings of the executive within the House Keeping.
 Goes for rounds to the entire hotel on a regular basis at intervals on daily
 Prepares the annual report of the House keeping with the help of Assistant Executive
House keeper.
  Apart from report, an annual budget is also planned and put to action.
 Keep in touch with the latest, the changing trends, new technologies invading markets
and recommends them to the management.
 Co-ordinates with all the department s outside the house keeping and also within, for best
result and efficient work.
 Also takes the responsibility of training personnel, new to the department.
 Keeping an up to date record of each member of the department is of prime importance.
Their appraisal recommendation etc. is to be filled by the Executive House keeper.
 She plans various jobs to be carried out, such as refurbishment of floors, office
restaurants etc. other changing and cleaning tasks, painting with help of Assistant House
keeper and respective departmental heads.

ASSISTANT HOUSEKEEPING MANAGER:-

JOB TITLE: Assistant Executive Housekeeper
REPORTS: Executive Housekeeper / Resident Manager
POSITION SUMMARY:
The Assistant Executive Housekeeper supervises and coordinates activities of room attendant,
house attendant, public area cleaners and floor supervisors. He / She assists in the managing and
directing of the day–to–day operations of all Housekeeping and laundry functions.
Also provides support to the Executive Housekeeper in all areas of Housekeeping operation,
such as staff training, coaching, counseling and also enforces to the hotels standard operating
procedures.
Participates in and enforces quality assurance for Housekeeping Department and department cost
control measures. Experience with turndown service, special needs of VIP Guests, foreign
dignitaries, etc. is helpful. The Assistant Executive Housekeeper should have an eye for detail
and the ability to effectively deal with guests, other departments and housekeeping staff.
Responsibility & Authority:
 Obtains list of vacant rooms to be cleaned immediately & list of prospective checkouts or
discharges in order to prepare work assignments.
 Assigns team members their duties, and inspects work for conformance to prescribed
standards of cleanliness.
  Prepares and distributes the Room assignment sheet and floor keys to room boys.
 Maintain clear and efficient communication and coordination with the Front Office and
other departments of the hotel.
 Schedules cleaning for lobby area, public restrooms, telephone areas, hallways,
entrances, elevators.
 Schedules periodic major cleaning projects including carpet shampooing, cleaning of
walls and baseboards, cleaning of windows, elevator doors and tracks.
 Maintain high quality of housekeeping standards in: 1) the guest rooms 2) linens and
uniforms 3) lost and found procedures 4) laundry and 5) public area.

SENIOR HOUSEKEEPING SUPERVISOR:

Officials in place of Executive House Keeper on her day off or in case of here leave.
 Prepare daily rosters of all the housekeeping department staff (work schedules shifts,
weakly off, area of work leaves etc.)
 Presides over the daily briefing of the department Allots areas of work on a day to day
basis. Also check growing standards of the staff.
 Issues the various keys required by the supervisors, maintain a record in the key register.
 Responsible for the issuing of any article from the lost and found cupboard.
 All VIP rooms are checked by him before being given to the Front office.
 Any complaints monthly of a major consequence are dealt by her.
 He settles any complication of arguments or disputes within the department.
 Never fails to take the daily rounds of the hotel covering all public areas, floors etc.
 Keeps a tab on the various stocks, maintains a proper stock register.
 Inventory of linen, furniture, fixtures etc. are taken under her supervision.

PUBLIC AREA SUPERVISOR

 Responsible for allotting works to staff on a daily basis.
 Responsible for the inspection of proper cleaning being carried out in various public
areas.
  To maintain a regular and complete advance schedule of renovation o public areas in
consultation with the Executive House Keeper or Assistant House Keeper.
 Coordinates with the Engineering Control room for day to day maintenance in public
areas.
 Gets the defected furniture and fixtures repaired
 Coordinates with the horticulturists for any flower arrangement that need changing in the
public areas. Not only flower but also any plant as well.
 Directs the staff for through clearing schedule every day.

NIGHT SHIFT SUPERVISOR

 Assigns work areas after briefing and attendance.
 Goes for daily rounds without fail.
 Gets most of the public areas clearings in the night shift. E.g. Brasso, floor polishing, etc.
 Maintains the working of the desk in the night.
 Takes out reports such as housekeeper's report room verification report for morning shift.

UNIFORM & LINEN ROOM SUPERVISOR

 Ensures exchange of uniform is carried out efficiently.
 Coordinates with laundry for receiving clean uniforms.
 Handles staff complaints and coordinates with uniform room executive for solving them.
 Ensures everyone gets his or her uniform at proper time.
 Maintains general upkeep of uniform room with the help of others.
 Ensures that the exchange of linen is strictly on ' Clean for dirty ' basis and also time
stipulated for each area.
 Coordinates with laundry for receiving and giving of linen.
 Ensures that all the floor trolleys are started well with required linen in their respective
units.
 Has to keep an account of housekeeping stored par stock and prepares report for various
requirements.
 Handled problems if any during exchange of linen.
 HOUSE KEEPING CONTROL DESK

As the name suggests, it is the job of all the activities being acted on by the House Keeping
department and controls all the activities. House keeping Control Desk is located in the basement
of the hotel adjacent to the linen room, and opposite to floor room. On the other side is laundry.
A desk controller maintains the desk all the time.
The basic function of the desk is coordination within the department and among the other related
departments. The desk is provided with the house keeping for the purchase of various activities
and equipment's for the functioning of the departments.
The desk also stores the lost and found articles under lock and key in the cupboard clearly
wrapped in plastic bags with lost and found slips attached to it. It also maintains various registers
for records and certain extra items for the VIP/VVIP/guests. Fires various other reports needed
every morning and evening.
The main functions of the desk include:
 The desk receives calls for maintenance complaints and also guest request.
 The desk also writes down the final allotment of work to different people after the
briefing is over.
 Using the occupancy list as given by the room attendants, the desk controller prepares the
house keeper's report, which is sent to front office and the accounts department.
 The desk controller keeps a track of the departure rooms from front office and then
intimates the floor Executive, who in turn, informs the room attendant for cleaning
procedure to be simplified.
 The desk controller also maintains the record control lights on the floors, to pass on any
message on the floors.
 The desk is responsible to distribution and collection of keys (all kinds) issued to the shift
employees.
 The desk also maintains proper record of the lost and found articles.
 The desk also keeps on providing the latest status report of rooms as supplied by each
floor executive on the computer network of the Front office.
The various records and register maintained at the House Keeping Desk
include:-

PUBLIC AREA KEY REGISTER

It is a register in which various types of public areas information and keys are available, because
not every washroom in public area is opened for 24 hours, it only opens as per the need.

BATHROOM AND ROOM SUPPLIES REGISTER

It is the register in which each and every detail is written about the room & bathroom supplies
provided in a particular room. This register is maintained by the supervisor.

ATTENDANCE REGISTER
A register in which all attendance records of each and every staff is maintained by the kitchen
supervisor. In the last of the month it also forwarded to HR Manager also.

EXTRA AMENITIES REGISTER

It is a register in which all details about all extra amenities provided in a particular room are
written by the supervisor. This is written for the record and also for showing consumptions.

GUEST FEED BACK REGISTER

It is a register in which all guest feedback forms are maintained which are filling by the guest
about the cleaning and standard of cleaning & amenities.
THE REPORTS USED DAILY IN THE HOUSE KEEPING DEPARTMENT
ARE:-
 ALL ROOM ALL STATYS REPORT (Room Attendant )
 ROOM STATUS SHEET ( Room Attendant )
 IN HOUSE GUESTS FIT'S
 EXPECTE ARRIVAL REPORT (Detailed and by name )
 IN HOUSE VIP GUESTS
 DISCREPANCY REPORT
 DAILY OCCUPANCY REPORT:
 VACANT ( V )
 OCCUPIED /SOLD OUT ( OCC/S/O )
 OUT OF ORDER ( OOO )
 OUT OF SERVICE ( OS )
 DO NOT DISTURB ( DND )
 DOUBLE LOCK ( DL )
 SCANTY BAGGAGE ( SB )

LAYOUT OF ROOM
BEDSIDE TABLE: -
RIGHT:
 Telephone
 Scratch Pad/Pen
 Bed side lamp
COFFEE TABLE:
 Bud vase
MAGAZINE BOX:
 Magazines
 Newspaper
 Wardrobe
 Laundry Bag
 Laundry And Dry Cleaning Slips
 Bathroom Slippers
 BATHROOM
NEAR BATH TUB
 Soap
 Bath Mat
NEAR WC
 Telephone ( Hand Set )
 Scribbling Pad and Pen
 Face Tissues
 2 Toilet Rolls
NEAR WASH BASIN
 Ceramic soap dish with soap
 Colton swans in glass container
 Soap
 Shampoo
 Body gel
 conditioner
 Moisturizer
 Two Hand Towels
 Two face towels.
NEAR THE DOOR
 2 Glasses
 1 Mineral Water Bottle
 Ash Tray
BEHIND THE DOOR
 Fire Exit Chart
 DND( On the door knob )
 Breakfast Card (On the door knob )
GUESTS SPECIAL REQUEST
 Apart from the normal facilities provided to the guest, the guest may ask for certain other
additional items. These may include:-
 Linen items, extra items
 Ironing board.
 Electric iron.
 Electric shaver.
 Toys for babies.
 Stationery items.
 Particular service.
 Floral displays.
 Bed board.
 Change of pillow etc.
 Extra beds.

CLEANING PROCEDURES

Clean the toilet by the following procedure

 Remove the soiled linen & empty dust bin.
 Put Harpic in urinal and water closet.
 Clean the whole slab including wash basin using a detergent and plastic
sponge.
 Revise and wipe all area dry.
 Clean the mirror with newspaper.
 Clean the urinal and toilet seat with toilet brush and flush.
 Replace toilet rolls, tissue paper, soaps and towels.
 Clean the toilet floor with the help of mop and detergent phenyl solutions.
CLEAN ALL THE OFFICES
 Empty dust bin on newspaper.
 However the carpet.
 Dust whole area with a discarded cloth. Wipe the glass with the newspaper.
 Brasso the brass fittings.
 Inform the guest about the maintenance.

CLEANING OF RESTAURANTS
 Restaurants are cleaned before these are opened for lunch. Coffee shop is cleaned at
night.
 Cleaning Procedure: - All furnishings and fixtures are dusted.
 Glass is cleaned with newspaper.
 The carpet is cleaned
 The floor area is mopped.
 Room freshener is sprayed

CLEANING OF LOBBY:
 All the sofa sets are dusted.
 Glass top tables were cleaned with Collins.
 All the lamp shades were cleaned with Collins.
 Vacuum the carpets.

SPECIAL EQUIPMENT USED:

Floor buffing machine: This machine is used to buff marble floors in the lobby area.
Carpet shampooing machine: This machine is used to shampoo the carpets in the restaurants.
 WORK FLOW PROCEDURE:

ROOM CLEANING
The rooms are most important aspects of the hotel as it is on this basis that the hotel's business is
basically running. The regular cleaning of room enables it to be used for carrying project of time.

CLEANING PROCEDURE OF A VACANT ROOM

A vacant room is one which has not been let last night i.e. there is no guest in the room. Avg.
Time taken is 25 to 30 min (app.) since, it is a night ready room; the following jobs will have to
be dome to convert it to a day ready room.
 Open out the curtains.
 Put off the bedside lamp.
 Remove the breakfast knob order and replace on the bedside table.
 Convert the night bed to a day bed.
 Dust all the furniture, bathtub and washbasin as well, otherwise when water comes a
layer of dust forms.
 Thus the toilet daily.
 If a room is vacant for many days then.
 Wash the bathroom floor.
 Vacuum clean the carpet.
 If there is a balcony of terrace, wash the floor.
 DAILY CLEANING ROUTINE OF A STAY OVER ROOM:
A stay over room has guests who are not due to leave on that day, i.e. the room maintains the
occupied status.
Cleaning will vary in an occupied room as the guest's belongings are in the room. A general set
rule is never to touch guest's belongings. Do not open chest of drawers, the guest can have
personal belongings. Replenish the supplies. Average shoes and slipper, hang the clothes in the
wardrobe and also fold and put in the original place, where it was.

CLEANING OF DEPARTURE ROOMS:

Avg. time taken in cleaning the room with status of departure is 30 to 35 minutes (approx.).
 Place trolley outside the room in the corridor.
 Pull back the curtains, open windows to ventilate the room.
 Room service trolleys and trays are placed in the service room.
 Empty ashtrays and waste bins. Trolleys have bag for rubbish, but ashtrays should be
emptied into a metallic bin.
 Remove beds.
 Remove all soiled linen (including towels from bathroom).place in linen bag provided on
the trolley.
 Leave the dust to settle and clean bathrooms.
 Damp dusts all the furniture, moving in clockwise and anti clockwise direction.
 Check and replace guest supplies.
 Close windows and adjust the air-conditioning.
 Check that all electrical fittings TV etc. are working, if not entered or section list and tell
floor housekeeper.
 Report any thing missing of damaged.
 Replace ashtrays and waste-bins.
 Vacuum the floor and upholstered furniture.
 Check the room appearance, straighten as necessary any picture curtains etc. and remove
any scars or minors or furniture.
 Make sure that the door is locked and, cross off, the room number from section list.
DAILY CLEANING OF BATHROOMS:
 Wash and dry ashtrays from room and bathroom.
 Empty and clean the dustbin.
 Clean glasses and polish with clean towel.
 Clean glass shelf and replace glasses.
 Clean the bathtub, paying attention to waste grid, over flow plug, chains and taps. Wipe
the bath panels, tiles, shower filaments, shower curtains, lower rails, soap holder, grip
bar.
 Clean toilet using Harpic and toilet brush and wipe over the outside and both sides of the
seat with a disinfectant.
 Wash your hands, clean the wash basin, paying more attention to waste grid, over flow
plug, taps, and underside of bowl, panels and mirrors.
 Place clean towels on rails, bath mat or the side of the bath.
 Wash floor-using bucket from trolley and sponge mop.
 Leave bathroom door ajar and turn off the lights.

EVENING / TURN DOWN SERVICE:

This is the service provided by all the 5- star hotels. It is done after 6:00 p.m. and is just mere
cleaning of the room (any status). It involves the following works.
 Draw the sheer curtains and close the shutters.
 Remove the bed spread.
 Turn one of the bed cover near to the telephone and make a right-angled triangle and tuck
it properly.
 Breakfast door knob card with the weather card is placed on the pillow.
 T.V. cabinet is opened and all the switches are checked.
 Slippers are placed on the foot mat next to the bed.
 The side drawer extension tray is opened and remote control of T.V. and the guest
questionnaire is kept on it.
 Clean the room if needed and switch on the bedside lamp.
 PUBLIC AREAS
Public areas include the lobby, corridors during areas, restaurants, shops, health club, and
offices. These areas are always under the close scripting of resident guest and visitors. Thus
maximum care is taken to maintain the standard.
If the lobby is littered, then the whole establishment suffers from inadequate house-keeping and
maintenance. This is the especial time for our hotel's guests as large percentage of people who
use them are not overnight guests but are prospective patrons or could be boosters.
If after attending a meeting of dinner at the hotel they feel confident that the establishment is
eminuculate from top to bottom and front to back.
The Public area cleaning is generally carried out at night when there is little movement in this
area. If heavy or noisy equipment is to use bear the guestroom, cleaning should be carried out
during the early morning hours.

LOBBY

The lobby is the area which requires constant vigil, not only because heavy public traffic makes
its passage dirty by trails of footsteps, cigarettes stubs and chewing gum wrapper, but also
because the appearance of the lobby is very important in an organization to have a positive
impact on the visitors
Matting or carpet put down at the entrance can be helpful but if crowds home and go very
frequently, a house man should still be assigned to see that empty path is kept mopped
throughout the day and the entrance carpet is laid through out of the day.
Night lobby jobs are all those that include vacuuming, shampooing, carpets, emptying and
whipping out ashtrays and waste baskets removing finger marks from the walls on the window
panes etc.
 INTER DEPARTMENTAL CO-ORDINATION

The house keeping department is the largest manpower utilizing department and needs to
maintain close coordination with almost all the departments of the hotel as its basic aim is to sell
rooms along with Front Office.
At the same time to maintain the general upkeep of the hotel, a good coordination is needed with
the following departments.

 FRONT OFFICE

 SECURITY

 PURCHASE

 STORES

 ENGINEERING/MAINTENANCE

 FOOD AND BEVRAGE

FRONT OFFICE:
This department is involved in the selling of rooms whose aesthetic upkeep; cleanliness etc. is
cared for by the House Keeping department. Thus the coordination is absolutely essential. The
writer or documented work has definitely been reduced due to advent of computers. Even though
the computer technology exists, essential and important reports such as House-Keeper report sent
from House-Keeping thrice a day, occupancy report and night clerk's report are sent to the
House-Keeping.
SECURITY:
A guest in any hotel along with a good comfortable stay also demands a safe stay along with
security of his life and his goods. This obligation is met with, the help of the security
department.
The department employs a guard on every guest and non-guest floor, in order to keep a close
track on the movements of all (employees, guest, visitors' etc.)

PURCHASE:
House Keeping department is one department, which not only utilizes sample stationery but also
equipment such as vacuum cleaner, laundry machines etc. amenities and guest room supplies etc.
are also used. The Purchase Department is in charge of getting these supplies economically.

STORES:
The House Keeping not only possesses a store of its own, but also a general day store. The
House keeping Department has to keep a good coordination with H.K. stores in order to provide
materials such as linen, uniform etc. and general stores provide for basic amenities, detergents,
cleanliness along with heavy stiff i.e. equipment. Dry store like a general store provides all the
stationery supplies used by House Keeping Departments.

ENGINEERING:
An extremely important department without it's coordination. The running of any hotel would
see impossible. All major and minor activities could come to a standstill. All repairs (electrical),
maintenance disorder, major/minor breakdowns are dealt by Engineering or Maintenance
department.

FOOD AND BEVERAGE:

This department's basic co-ordination is needed during exchange of uniforms for their staffs,
exchange of linen for their outlets and in maintaining cleanliness of their respective areas.
 FACILITIES:
Spa and Health Club specializes in being unique, offering holistic (Body & Mind) treatment
through a blend of ancient Indian science of Yoga and modern fitness principles. The spa
offers a full range of best available Cardio Vascular equipments which include Treadmills,
Steppers, Recumbent Cycles and many more
It also offers separate Sauna, Steam Room, Multi-control Whirlpool Jacuzzi areas for men &
Women. Various kinds of Ayurvedic, Indian & Swedish massages by expert masseurs are also
available to trivigorate the body.