Industrial training report

Radisson blu plaza delhi

airport
Submitted by:-
SOHIT SOLANKI
3RD year BHMCT
AMITY SCHOOL OF HOSPITALITY
TRAINING REPORT AMITY UNIVERSITY

ACKNOWLDGEMENT
With a deep sense of satisfaction and gratitude to
the training manager Mr Sanjay Kumar and all the
head of the departments along with staff members of
Radisson Blu Plaza Delhi Airport. I wish to place on
records that the training was imparted in a highly
congenial atmosphere true to the reputation of
Radisson Blu Plaza Delhi Airport. It has been an
immense value to me and it will be my Endeavour to
put into practice all that I had learnt so that I can
sharpen and develop my skill and to improve my
personality.
It is because of their ardent and
consistent efforts I was able to imbibe so much
which was not possible in such a short time. The
training has helped me to inculcate the right kind of
Skills, knowledge & attitude to become a successful
and skilful hotelier.

Index
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 Company profile
 Hotel overview
 Front office department
 F&B department
 Food production department
 Hr department
 Training department
 Finance department
 Sales & marketing department
 Purchase department
 Security department
 Housekeeping department
 Findings and suggestions

Profile of the company

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Company Profile
Radisson Blu is a worldwide upper upscale hotel brand. Its hotels
(known for their stylish design and prime locations) are found in
major cities, key airport gateways and leisure destinations.

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The tagline of the brand is ‘Feel the difference’. This is also

reflected in the brand's focus points: memorable, stylish and
purposeful.
The Radisson Blu brand is part of Radisson Hotel Group. It is
operated by Radisson Hospitality Inc. in the Americas and Asia
Pacific (APAC) regions, and by Radisson Hospitality AB in
Europe, the Middle East and Africa (EMEA).
The Radisson Blu brand first came into being in 2009 when
Radisson SAS rebranded and changed its name to Radisson Blu.
In 1960, the Royal Copenhagen hotel opened in Denmark.
Designed by Arne Jacobsen for SAS International Hotels (SIH),
the hotel division of Scandinavian Airlines. Then, Radisson SAS
was created in 1994 when SAS International Hotels (SIH) joined
forces with the Radisson brand for Europe, the Middle East and
Africa (EMEA). The resultant hotel brand grew rapidly and opened
in 2000 its 100 hotels.
On 4 February 2009 the name changed from Radisson SAS to
Radisson Blu.

Board of directors

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Chairman- Federico J. González is the President and

CEO of Radisson Hospitality AB (publ). Federico serves
as the chairman of the Global Steering Committee of
Radisson Hotel Group, made up of
equal representation from Radisson
Hospitality AB (formerly The Rezidor
Hotel Group) and Radisson
Hospitality, Inc. (formerly Carlson
Hotels Inc.). The Global Steering
Committee, under Federico’s
leadership, provides guidance and strategic counsel to
both management teams and boards, fosters a deeper
level of collaboration & communication, and ensures
alignment on important matters such as partnership &
global growth.
Executive directors
Wei ZHOU Jing QIN Liming CHEN
Göran LARSSON Ulf PETERSON Elie Younes
Iñigo Capell Chema Eva-Maria Erauw
Basterrechea
Eric De Neef Sergio Amodeo Mingju MA

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Awards won by Radisson group of hotels

DATE TITLE
November Two of Radisson Blu Saga Hotel’s restaurants in
2019 Reykjavík have been listed on the White Guide
Nordic 2019
November The Park Inn by Radisson hotels in Oman received
2019 four awards at the recent Haute Grandeur Awards
2019, hosted in Kuala Lumpur, Malaysia last
October
October For the 10th time, Radisson Blu Hotel, Kaliningrad
2019 has been named the Best Regional Congress Hotel
in 2019 Russian Business Travel & MICE Awards
October 17 Radisson Hotels win World Luxury Hotel Awards
2019
October Radisson Blu Dhaka Water Garden wins Leading
2019 Airport Hotel Award at the South Asian Travel
Awards 2019
September Radisson Blu ranked number 8 out of 115 hotels
2019 from the Norwegian 2019 Customer Experience
survey from KPMG
September Jan Hanak, General Manager at Radisson Blu
2019 Hotel, Dubai Deira Creek has been named “General
Manager of the Year” at the recently concluded
Xpedition Annual Gala Awards 2019
September Tim Cordon, Senior Area Vice President, Middle
2019 East and Africa, has secured the fifth place in the
2019 Hotelier Middle East Power 50 list for the
second year in a row

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August Peacock Restaurant of Radisson Blu Hotel, Kuwait

2019 wins the World Luxury Restaurant Award for
outstanding Chinese cuisine in the Middle East
August Radisson Rewards wins Best Loyalty Promotion
2019 (EMEA) and Best Loyalty Customer Service
(Americas) at the Frequent Travel Awards
July 2019 Radisson Hotel Brunei Darussalam wins medals at
2019 Salon Culinaire Competition
July 2019 Qureshi Restaurant located at Hormuz Grand
Muscat, a Radisson Collection Hotel wins a World
Luxury Restaurants Awards 2019
July 2019 Radisson Blu Hotel Olümpia, Tallinn awared Best
Traineeship place 2019 in Estonia
July 2019 Three of our restaurants (Prime Steaks & Seafood,
Ginger Sushi Bar & Lounge, and Sharkia ) at the
Radisson Blu Hotel, Bucharest and the Park Inn by
Radisson Bucharest Hotel & Residence have been
included in the prestigious Gault & Millau restaurant
guide.
June 2019 Radisson Blu Sky Hotel, Tallinn was recently named
Estonia’s Leading Business Hotel 2019 at the World
Travel Awards, an international tourism and
hospitality contest
June 2019 Radisson Blu Hotel, Lusaka’s restaurant Chuma
Grill got voted in the top 20 restaurants in Lusaka

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Hotel overview

Radisson blu plaza delhi airport

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With an ideal location just five minutes from Indira Gandhi

International Airport (DEL) and 10 minutes from Cyber
City, the Radisson Blu Plaza Delhi Airport provides
upscale accommodations and convenient city access.
Situated on the Delhi-Gurgaon Expressway, our hotel
places guests near New Delhi’s happening South and
Central sides, as well as the commercial hub of Gurgaon.
When you’re ready to explore the area, head to the
nearest metro station, only 600 meters away, or enjoy
complimentary transportation to world-class shopping at
Aerocity.
Our 261 rooms and suites offer guests an unparalleled
experience with contemporary interiors and peaceful
garden views. In addition to an award-winning day spa, R-
The Spa, which boasts three levels dedicated to wellness
and beauty, the property also houses an outdoor pool, a
fitness center, and a yoga room. Indulge in delicious buffet
spreads at the all-day dining restaurant located on the
lobby level, NYC, and delight in gourmet kebabs at The
Great Kebab Factory. Later on, you can top off the
evening with a signature cocktail at Savannah Bar or
delicious Thai fare at Neung Roi.

ORGANIZATIONAL STRUCTURE OF
RADISSON BLU
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FRONT OFFICE DEPARTMENT

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The front office department is the most visible department

in a hotel. The focal point of activity within the front office
is the reception desk. The reception desk is usually the
place in which guest make the first impression of the hotel.
It is also the communication center of the hotel. Since it is
the first and last point of guest contact with the hotel the
hotel spends a lump sum amount of money to make it look
more luxurious and beautiful. We can see in most of the
hotel's front office or the entrance point of the hotel is
decorated and made luxurious in every way. It is also the
communication centre for the hotel operation. Front office
department plays an important role in image building of a
hotel. The front desk includes front office cashier,
information, and registration section. The other section of
the front office is telephone operator, concierge, travel
desk and business centre. Every section of the front office
has their specific functions.
Organizational chart OF

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FRONT OFFICE

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Some of the sections are:-

Guest Registration- This section of the
front office is responsible for the warm
and friendly attendant of all guests.
Attendants have a direct contact with
the guest, thus they should pose an
amiable personality with high-level of
grooming at all the times.
BELL DESK- Bell Desk is responsible
for handling and delivering guest
luggage and answering guest queries in
an efficient manner while working in a
fast-paced environment.
TELEPHONE OPERATOR- It is
responsible for guaranteeing the
smooth operation and handling of all
telephone communication, provides
quick, well organized, polite telephone
services to guest and the hotel staffs as
per standards set by management.

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ROOMS
Superior Room- Modern features like
stylish wooden floors, LED televisions, and
large work desks make our Superior Rooms
a great choice for overnight stays. Relax
with abundant space, a marble bath, and a
step-down rain shower. Maximum guests
can be allocated are 2 adults and 1 child.

Premium Room- Make the most of

your stay in our Premium Room, which
boasts picturesque garden views and
thoughtful amenities like complimentary
airport transfers. You can start your morning
with a free shot of espresso brewed using
the in-room facilities or a cold drink from the
minibar (for a fee.) Get ready for the day in
the separate bathtub or shower. All Superior
Room amenities, like a spacious work desk, are included.

Deluxe Room- Rest comfortably near

the Delhi airport in our spacious Deluxe
Rooms, outfitted with homelike touches
such as plush sofas, wooden floors,
footrests, and coffee tables. You can update
loved ones on your travels using free Wi-Fi
at the large work desk and catch up on your
favorite shows on the 42-inch LED TV.

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Business Class- Reserve a Business

Class room for upgrades like airport transfers,
three complimentary drinks at The Savannah
Bar, and a continental breakfast. You can rest
on a plush king bed and admire the room's
custom artwork, or take care of assignments
in the oversized work area. This room also
provides a spa-inspired deep soak bathtub
and a separate rain shower. All Premium
Room amenities are included.

Suite- Contemporary and stylish, our suites

provide wooden floors and a separate
bedroom and living room. Before heading to
bed, unwind in the indulgent step-down rain
shower or deep marble bathtub. All Junior
Suite amenities are also included. Maximum
guests can be allocated is 3 adults.

Presidential Suite- This suite creates

the ultimate soothing retreat with access to a
large outdoor garden space that overlooks
the sparkling swimming pool. Unwind in one
of the two lavish bedrooms, conduct a
meeting in the study, relax in the marble-
floored living room, and mingle with friends in
the extra living room while serving
refreshments in the dining room.

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Food and beverage department

The food and beverage service department is an integral

place in any hotel which is responsible for the systematic
and the actual service of food and beverage to the general
public or customers as per the order in any F &B outlets.
This department plays a vital role on the delivering the
accurate service of food and beverage by placing the
orders from the hot or cold plates of kitchen to the
customers table in the proper and the hospitality manner.
This department in any hotel plays a vital role in the
profitable process of the hotel business. Among the total
revenue collected in the hotel, about 40% contribution is
directly accredited to F& B Service department. This
department is specialized by its output of the products that
satisfies customers demand for food and beverage. For
the proper control and the effective management of the
total staffs and their duties, this department is divided into

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different units or sections which are also called as an

outlet. Each outlet is specialized for the special functions.
For the systematic and a good service process of any F &
B outlet, presentation, time keeping, order taking and the
suggestive selling are the key element of a service to be
maintained by service staffs. The staffing pattern of F & B
department is basically divided into two parts. They
involve the service staffs and the kitchen staffs. In the
modern concept of catering, this department generally
focuses on the product knowledge, salesmanship,
customer’s relation and expectation rather than the
traditional style of service. The guest satisfaction is only
ensured when the service. F & B deals mainly with food
and beverage service allied activities. Different divisions
are therein F & B like Restaurants, Specialty Restaurants,
Coffee Shop (24 hrs.), Bar, Banquets, Room service etc.
Apart from that they have Utility services (Cleaning). A
food and beverage department in a hotel is usually guided
by an F&B Director followed by an F& B manager. A Food
and Beverage Manager in a hotel should always be ready
to undertake a variety tasks each and every day.

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Organizational chart of
Food And beverage

Importance of F & B Department in a hotel

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

maintaining high quality of food and service, food costing,
managing restaurants, bars, etc.
Food and Beverage Service is the service of Food made
in the Kitchen and Drinks prepared in the Bar to the
Customers (Guest) at the Food & Beverage premises,
which can be: Restaurants, Bars, Hotels, Airlines, Cruise
Ships, Trains, Companies, Schools, Colleges, Hospitals,
Prisons, Takeaway, etc.
Food and beverage servers’ duties vary considerably from
one type of establishment to another. In fast food outlets,
they often work behind counters and use computerized
systems to take orders and tabulate bills. In coffee shops
and cocktail lounges, they provide quick and efficient
service for customers seated at tables. In formal dining
establishments, they carefully observe established rules of
service and etiquette, and pace the meal according to
customer preference.

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NYC RESTAURANT- NYC stands for

“New York Café”. It is said that you eat with
your eyes first. And, at NYC, both your eyes
and your appetite are in for a glorious feast
spread out at the heart of the restaurant. Be it
the colourful salads oozing with freshness,
the sizzling live kitchen or the delicate yet
inviting dessert counter, this place has
something for everyone, promising a
wholesome experience.

SAVANNAH BAR- Late opening hotel bar

with a serene feel, an extensive wine list and
a range of beers and spirits.

R-THE LOUNGE- It is a large open lounge

with really comfortable couches and an open
kitchen. Set against the dazzling backdrop of
the swimming pool of this hotel, they have
simplistic modern chick decor

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Neung Roi- It has been endorsed by

food critics, the Thai Embassy, and the
tourism board as the best Thai restaurant
in India. The menu is inspired by the four
regions of Thailand—the northeastern
Isan, the northern Lanna, the Central
Plains, and the southern Kra Isthmus.

TGKF- TGKF stands for “The Great

Kabab Factory”. Showcasing six different
styles of vegetarian and meat kababs, the
iconic Great Kabab Factory promises an
exceptional dining experience. Guests can
savor a nearly limitless array of succulent
kababs created from recipes that are
hundreds of years old.

The Pastry Shop- Before heading

into your morning conference session, stop
by The Pastry Shop for freshly baked
bread or a breakfast pastry. Prefer
something even sweeter? Order a small
cake or specialty chocolates. If you're
hosting a birthday party or planning your
wedding, be sure to ask about our show-
stopping designer cakes.

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Banquet
BANQUET CAPCITY
VENUE SOCIAL CONFERENCE SITTING
MEETING LENGTH WIDT HEIGHT AREA COCKTAIL SIT THEATRE CLASS BOARD U-
ROOMS (ft) H (ft) (ft) (sqft.) RECEPTION DOW ROOM ROOM SHAPE
N
CRYSTAL 1 44 28 15 1232 100 50 70 60 42 36
CRYSTAL 2 44 28 15 1232 100 50 70 60 42 36
CRYSTAL 3 44 28 15 1232 100 50 70 60 42 36
CRYSTAL 4 43 32 19 1376 120 60 70 60 42 36
CRYSTAL 5 41 32 19 1312 120 60 70 60 42 36
CRYSTAL 165 44 15 7260 800 350 600 450 192 174
BALLROO
M
EBONY 1 27 25 09 675 30 28 30 24 24 16
EBONY 2 26 25 09 650 30 28 24 24 24 16
DIMENSIONS AND AREA ARE APPROXIMATELY RONDED OFF

Banquet is a large catering activity department where food

& beverage are served for pre-arranged number of
peoples on pre-fixed date & time agreed menu & price.
Banquet is a place where many guest having their Food
and Beverage together. You can say Banquet is a proper
place of party. Thousands of peoples have their Food and
Beverage as well as Lunch or Dinner in Banquet Hall.

Different setups in banquet

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Theatre Setup- Theater style is ideal for lectures,

presentations, and group meetings of any size. It consists
of chairs in rows facing a panel table or podium at the front
of the room. This meeting setup is suitable for half-day
meeting.
Classroom Setup- Classroom style is ideal for teaching
events, testing, or other meetings where participants will
be writing. This setup consists of 6-foot tables with up to 3
chairs facing a panel table or podium
at the front.
Boardroom Setup- Boardroom style
use for formal meeting, the standard
is using two Oblong tables and use
two half-moon tables at the edge.
The meaning of round edge is the
meeting participant are under one
organization, the head of
organization can be place at the
round edge

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U-Shape Setup- Similar to

conference room style, a U-shape
setup will help facilitate discussion
with participants facing each other,
but with one end up, U-shape setup
is ideal for seminars and group
meetings with presentations.

Round Table Setup- Round table

style is for informal meeting. You
can use 150 centimeters or 180
centimeters diameter roundtable
depend on the participant. It’s
suitable for workshop seminar that
needs discussion and interaction
between the speaker and among
participant

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Food production department

A Food Production is a department
which is involved in preparation of
food. A process, in which raw
materials are cooked, combined and
transformed to make a dish. The
scope of Food Production has been
widening at a faster pace in India as
well as Abroad.
A Chef is involved from purchasing to
deciding the menu, supervising the kitchen, maintaining
the quality of food, sanitation standards, and coming up
with new dishes. Food Production department comprises
of main kitchen, banquet kitchen, soup section, pantry
section, pastry section, baking & confectionary section,
and vegetable section. Sections may vary based on the
scale and star category of a hotel or hospitality
establishment.
A Chef does more than cooking and has to handle many
responsibilities. Being a Chef requires great experience
and a flair for cooking. A Chef is responsible for
overseeing subordinates and the work they do. Chef is
responsible for menu planning and menu engineering; and
special dishes to be added from time to time. He/she is
also responsible for creating recipes, indenting and

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costing. A Chef supervises the purchasing, preparation of

food, organization of kitchen, equipments required in the
kitchen, recruitment of staff, maintaining the cleanliness
and inspecting the quality of raw materials to be used in
cooking; at the same time be aware of safety standards.
Organizational chart

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HUMAN RESOURCE
Human resource is exactly meant as
‘resources for human – within the
workplace’. Its main objective is to meet
the organizational needs of the company
it represents and the needs of the
people hired by that company for
running its operations. Every
organization needs its stack of
manpower to carry out its day-to-day operations. Any
establishment cannot be operated without being involved
in some kind of transactions with the people in general.
Hence HR department is drawn with special emphasis as
this department is responsible for all activities concerning
to the employees of an organization. In short HR
department is the hub of the organization serving as
liaison between the organization and its employees. On
the basis of the size of the company their department is
usually called as the Personnel department in medium–
sized establishments, with a limited number of managerial
staff and is guided by a Personnel Manager. For larger
and more complex organizations with hundreds of
departments and divisions, the task of managing the
workforce as a whole is much more demanding and
intricate.
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Some of the most important responsibilities to be carried

out by the HR department include.
 Employee recruitment & Selection
Employee selection is the process by which an
employer evaluates information about the pool of
applicants generated during the recruitment phase.
After assessing the candidates, the company decides
which applicant will be offered the position.

 Employee compensation benefits

There is a wide variety of benefits offered to
employees such as Paid Time-Off (PTO), various
types of insurance (such as life, medical, dental, and
disability), participation in a retirement plan or access
to a company car, among others.

 Employee relations
It refers to an organization’s efforts to create and
maintain a positive relationship with its employees. By
maintaining positive, constructive employee relations,
organizations hope to keep employees loyal and more
engaged in their work

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ORGANIZATIONAL CHART OF

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Training Department
Training is the process that involves an
expert working with learners to transfer
to them certain areas of knowledge or
skills to improve in their current jobs.
Training Department is considered to be
a stand-by unit of their department. The
primary function of this department is to
empower and equip new recruits to the hotel to such a
level where they can deliver their maximum to the
company’s growth. All the activities undertaken in this
department is guided and supervised by the training
Manager. Training and development involves improving
the effectiveness of organizations and the individuals and
teams within them
there are some benefits of integrating training and
development into organizations:
 Increased productivity and job performance
 Skills development
 Team development
 Decreasing safety-related accidents

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FINANCE DEPARTMENT
A hotel’s accounting department is
keeping track of the many business
transactions that occur in the hotel. The
accounting department does more than
simply keep the books. Financial
management is perhaps a more
appropriate description of what the
accounting department does. Whereas
the control department is concerned with
cost control guidelines by way of
reducing in investment, reduction in operating cost, control
of food service cost, control of beverage cost, labor cost
control etc. In most hotels the person in charge of the
finance department of the hotel is called the Chief
Financial Officer. Usually he is addresses by the short-
form of his designation as CFO. In most major hotels, the
CFO or Finance Controller/Manager ranks among the top
two or three decision makers in the hotel hierarchy. No
organization can survive without a very strong financial
vigor. The finance controller is responsible for presenting a
Financial and budgetary programs which can strengthen
management’s control of hotel’s operating expenses and
help determine the profitability of the property. Specifically
forecasting gives owners a projected level of sales, while
budget alert owners and operators alike to significant
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expenditures that are on the horizon or predictable

shortfalls in revenues. Used together, forecast and
budgets can provide a bench-Mark for sales intensive
programs, executive-compensation bonuses, incentive
based management fees and capital expenditure. The
administration and department of accounting and finance
coordinate management and staff functions. This includes
extensive contact with our shareholders, other partners.
The department of accounting and finance is responsible
for accounting, payroll, budgets and cash flow
management. The department of Information Technology
(IT) is also managed by the Finance department in most
hotels.
Credit
A big hotel may have its own credit
manager whose function is to check and
grant credit. In today’s business world,
many transactions are done on credit
rather than cash or cashier checks. It is,
therefore, the credit manager’s
responsibility to conduct such
investigations to be sure that a person or company is
creditworthy.

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SALES AND MARKETING

DEPARTMENT
Marketing is the study and
management of the exchange process.
It involves the things that the property
will do to select a target market and
stimulate or alter that market demand
for the property services. A marketing
manager in the hotel industry is responsible for
maximizing a hotel's revenues by developing programs to
increase occupancy and make profitable use of its
accommodation, meeting and leisure facilities. A hotel
marketing manager must maintain awareness of the
factors that influence the hotel industry and gain a deep
understanding of the needs and attitudes of a hotel’s
customers. A hotel marketing manager will be responsible
for coordinating marketing and promotional activities to
meet customer needs, working closely with other hotel
staff to ensure customers are satisfied with the facilities
and their time there.

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Organizational chart of
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Purchase Department
While operating a hotel is supposed to be a difficult task,
managing the entire procurement process (for such a unit)
is even more so. The purchase department handles the
task of procurement yet all departments play a crucial role
in it. That said technology ensures that interdepartmental
activities takes place flawlessly. Although purchase has
now become dependent on technology for managing
inventories and order status, it was originally a manual job.
From selection of products to deciding on a vendor, this
department rests on the human ability of In most modern
hotels, the installation and service of elevator systems is
generally the province of the elevator manufacturer, and
hotels typically have extended maintenance agreements
for the elevators. Most engineering departments, however,
closely monitor the operation of the elevator systems. In
modern high-rise hotels with high speed elevator service,
the slightest problem with that service should be quickly
and easily identified and reported to the contractors. It is
generally the responsibility of the engineering department
to monitor these services and their contracts closely and
carefully.

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SECURITY DEPARTMENT
The security of guests, employees,
personal property and the hotel itself is
an overriding concern for today’s
hoteliers. In the past, most security
precautions concentrated on the
prevention of theft from guests and the
hotel. However, today such violent
crimes as murder and rape have
become a problem for some hotels. Unfortunately, crime
rates in most major’s cities are rising. Hence today
security department also concentrate on these additional
criminal activities too. The main position in the security
department is of the Assistant Security Manager. The
department includes the fire and safety officer and the
duty guards. The primary function of the security
department is to provide property surveillance and
protection to the guest. The latter is more important for the
security department. In the hotel there are two variants of
security staff working round the clock indifferent shifts.
First is the direct security staff of the hotel working in three
different shift of 8 hour duration? Considering flawless
security to the guests, all the guest rooms of the hotel are
installed with spring glass and smoke detectors and
automatic alarm system. There is a central security office
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working inside the hotel with all the modern fire fighting
equipments such as fire extinguishers, dry powder, and
other fire dousing facilities. The most common methods
adopted by the fire and safety wing of the hotel (it came
under the security department) are liquid carbon dioxide,
dry powder etc. The security control post of the hotel will
be functioning on 24 x 7with office secretary, night and
day supervisor, and security officer. The security setup at
the hotel is faultless since the hotel cannot compromise on
the safety of its valuable guests. All the activities of the
security department is controlled and supervised by the
main security officer.
ORGANIZATIONAL CHART

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HOUSEKEEPING
The good Housekeeper, because of
the need taco-operate with many other
department heads, must possess a
high degree of tactics well as good
organizing ability. The Assistant
Housekeeper is the deputy to the
Executive Housekeeper of a hotel.
His/her manages the resources given by the executive
housekeeper to achieve the common objectives of
cleanliness, maintenance and attractiveness in a given
period of time. Assistant Housekeeper’s accountability
normally ends with the completion of the shift. The position
of a Housekeeping supervisor is normally occupied by a
competent, personable individual who knows his/her
employees well, and is, above all, able to meet the public.
This requirement is so important as far as a hotel is
concerned since the supervisors are actually
representatives of the Executive House keeper in the
areas assigned to them. Housekeeping draws special
mention since a hotel survives on the sale of rooms, food
and beverage and other minor operating services such as
laundry, spa, clubs etc. Of these, the sale of rooms
constitutes a minimum of 50 %. In other words the largest
margin of profit comes from room sales because rooms,
once made, can be sold over and over again. A good hotel
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operation ensures optimum room sales to being in

maximum profit. The room sale is dependent on, apart
from several other things, the quality of the room décor,
room facilities, and cleanliness of the room and how safe it
is. Basically the main responsibility of the housekeeping
department is to ensure that the guest rooms and the
entire public area within the hotel are neat and clean all
the time. But the cleaning duty of the kitchen area is done
by Kitchen steward. Cleaning of the lawn area of the hotel
is also set apart from the housekeeping department while
the same is carried out by the gardening division of the
hotel. The person who is made in charge of the entire
operations being performed in this specific department is
Housekeeping Executive. The Executive Housekeeper is
responsible for the total cleanliness and the, maintenance
and the aesthetic upkeep of the hotel. This end is
achieved with the resources made available to his/her of
manpower, materials, machines, money, space and time.
The position of the Executive Housekeeper is considered
to be one of the most important positions in the hotels
since it carries tremendous responsibility for the proper
cleanliness and the aesthetic fabric of facilities in order
that they are sanitary, desirable and in saleable condition.

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ORGANIZATIONAL CHART OF
HOUSEKEEPING

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Findings
And
Suggestions

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FINDINGS
 The employees are satisfied with the nature of work
 The supervisor consider the decisions or viewpoints
given by the employees
 The relationship between the superior and the
subordinate is good
 The recognition for the contribution to the job is
satisfactory
 The working environment is encouraging for the
employees
 The employees are happy with the communication
flow followed in the organization
 The company will encourage quality of work life in the
organization
 The rating given to the employees on their
performance is satisfactory
 The employees satisfied with the shifts
 The company will encourage work life balance
 The training program given to the employees is good.

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SUGGESTIONS
 It is suggested to have the workers participation in the
management
 Training program can be improved for the future
prospective employees to the meet the challenges
 The preference of the employees can be evaluated by
adopting suitable techniques and methods
 Emphasis should be given on the career development
aspects of potential employees which in turns help in
organization growth and development
 Space for subordinate comments should be provided
which results in deeper analysis of the problem,
proper evaluation and effective solution for the same.
 Hotel should consider local restaurants as their
competitors too and try to attract people visiting these
restaurants as well.

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