AN

INTERNSHIP REPORT
ON
HOTEL TIBET
LAZIMPAT KATHMANDU, NEPAL

An internship report submitted to

KFA Business School & IT
Mid-Baneshwor, Kathandu Nepal

BACHELOR OF HOSPITALITY MANAGEMENT

AFFELIATE TO
LINCOLN UNIVERSITTY COLLEGE
PENANG, MALAYSIA

Submitted by:
Anil Suryabamsi
BATCH “2014”
Registration No: LC00001400012
Mid-Baneshwor, Kathandu Nepal
 OVERVIEW
In order to provide students, the opportunities to gain working knowledge, some hotels in Nepal
conduct the internship programs for domestic students. I am lucky to have a chance to come to
Hotel Tibet continue my graduation internship. While taking an internship here, I have gained
my precious experience and knowledge. During internship period, I conducted more information
as well as research to know what this hotel has and is lack of so that, I am giving some
recommendations to suggest the hotel the new ways to be different in order to attract more
guests, especially business guests.

 
 ACKNOWLEDGEMENT
The final report which I have prepare as a student of hotel management is based on my three
months internship training at Hotel Tibet Lazimpat Kathmandu, Nepal. This report is completely
based on my experience, study and observation during my internship training in Hotel Tibet
Lazimpat Kathmandu, Nepal. I had an opportunity to learn many things like; handling guest,
making guest relation, proper way of service, using the right equipment and technique, proper
housekeeping.

I would like to give my heart full appreciation to the University and our college for providing us
such an opportunity to learn, socialize and explore our knowledge in the field of hospitality by
providing us the tools and skills to implement our education in our day to day life. Our college
has given us adequate practical and interactive skills and side by side theoretical tutoring which
had made us an efficient skill human resource to support as well as boost our countries in future.

I would specially like to thank to Mr. …………… who were very supportive during my entire
training period.

I would like to thank the entire staffs of the Hotel Tibet for their wonderful support and guidance.
I appreciate their serious concern for providing me guidance on every field of the work and
letting me as more to the knowledge I wished to gain about Hospitality Industry.

I believe that these types of training will definitely help the student to broaden their knowledge
and skills and develop their career in the Hospitality Industry. 
CONTENTS
OVERVIEW....................................................................................................................................2
ACKNOWLEDGEMENT...............................................................................................................3
INTRODUCTION OF HOSPITALITY INDUSTRY.....................................................................5
Hotel Tibet.......................................................................................................................................7
Different departments in Hotel Tibet...............................................................................................8
HOUSEKEEPING DEPARTMENT................................................................................................9
FRONT OFFICE DEPARTMENT................................................................................................14
Guest arrival procedure followed in hotel.....................................................................................20
Guest departure procedure followed in hotel.................................................................................21
FOOD PRODUCTION DEPARTMENT......................................................................................30
FOOD AND BEVERAGE DEPARTMENT INTRODUCTION..................................................40
Food and beverage service personnel............................................................................................44
RESTAURANTS AND BARS:.....................................................................................................46
CONCLUSION..............................................................................................................................49
INTRODUCTION OF HOSPITALITY INDUSTRY
INTRODUCTION
The hospitality industry is a broad category of fields within the service industry that includes
lodging, restaurants, event planning, theme parks, transportation, cruise line and additional fields
within the tourism industry. The hospitality industry is a several billion-dollar industry that
mostly depends on the availability of leisure time and disposable income. A hospitality unit such
as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility
maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.),
management, marketing, and human resources.

A hotel is an establishment that provides lodging paid on a short-term basis. The provision of
basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small
table and a washstand has largely been replaced by rooms with modern facilities, including in-
suite bathrooms and air-conditioning or climate control. Additional common features found in
hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and
drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a
pillow menu, twin-sink vanities, and Jacuzzi bathtubs. Larger hotels may provide additional
guest facilities such as a swimming pool, fitness center, business center, childcare, conference
facilities and social function services.

Hotel rooms are usually numbered (or named in some smaller hotels) to allow guests to identify
their room. Some hotels offer meals as part of a room and board arrangement. In the United
Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated
hours. In Japan, capsule provides a minimized amount of room space and shared facilities.

HISTORY
Facilities offering hospitality to travelers have been a feature of the earliest civilizations. In
Greco-Roman Culture hospitals for recuperation and rest were built at thermal baths. During the
middle Ages various religious orders at monasteries and abbeys would offer accommodation for
travelers on the road.

The precursor to the modern hotel was the inn of medieval Europe, possibly dating back to the
rule of Ancient Rome. These would provide for the needs of travelers, including food and
lodging, stabling and fodder for the traveler's horse(s) and fresh horses for the mail coach.
Famous London examples of inns include the George and the Tabard. A typical layout of an inn
had an inner court with bedrooms on the two sides, with the kitchen and parlor at the front and
the stables at the back.
For a period of about 200 years from the mid-17th century, coaching inns served as a place for
lodging for coach travelers (in other words, a roadhouse). Coaching inns stabled teams of horses
for stagecoaches and mail coaches and replaced tired teams with fresh teams. Traditionally they
were seven miles apart but this depended very much on the terrain. Some English towns had as
many as ten such inns and rivalry between them was intense, not only for the income from the
stagecoach operators but for the revenue for food and drink supplied to the

wealthy passengers. By the end of the century, coaching inns were being run more professionally,
with a regular timetable being followed and fixed menus for food.

Inns began to cater for richer clients in the mid-18th century, and consequently grew in grandeur
and the level of service provided. One of the first hotels in a modern sense was opened in Exeter
in 1768, although the idea only really caught on in the early 19th century. In 1812 Marat’s Hotel
opened its doors in London later changing its name to Coleridge’s.

Hotels proliferated throughout Western Europe and North America in the 19th century, and
luxury hotels, including Tremont House and Astor House in the United States, Savoy Hotel in the
United Kingdom and the Ritz chain of Hotel in London and Paris, began to spring up in the later
part of the century, catering to an extremely wealthy clientele.

As the global economy and tourism recovery gains momentum, many travelers continue to show
a recession-era preference for select-service hotels that offer a compelling value proposition by
providing many full-service amenities at a lower price point. The convenience of select-service
also fits the “on-the-go” lifestyle of today’s business traveler and the fast-growing millennial
population.

Select-service hotels are comparable to limited-service properties, but offer some amenities
traditionally associated with full-service hotels, such as meeting space or casual dining outlets.
Select-service hotels are also increasingly favored by hotel investors and developers due to the
lower up-front cost of capital and increased operating margins typical of the segment. Despite the
appeal of select service, however, the potential for increased volatility in select-service profits
and oversupply of new rooms in some markets may temper the segment’s anticipated strong
growth in coming years.

As the global economy and tourism recovery gains momentum, many travelers continue to show
a recession-era preference for select-service hotels that offer a compelling value proposition by
providing many full-service amenities at a lower price point. The convenience of select-service
also fits the “on-the-go” lifestyle of today’s business traveler and the fast-growing millennial
population.

 
 Hotel Tibet
 
Different departments in Hotel Tibet
1. Housekeeping

2. Front Office

3. Food and Beverage

4. Human Resource

5. Account Department

6. Store

7. Security

8. Engineering

 
 HOUSEKEEPING DEPARTMENT

Figure:1 Gest room of Hotel Tibet

Introduction
The term housekeeping refers to “keeping the house clean, comfortable and safe”. It is also
synonymous to accommodation for people to live in. it is one of the largest department in the
hotel. It is also regarded as the backbone of all the lodging industry, which is solely responsible
for maintaining a clean, hygienic and safe environment for its customers and staff.

Maximum space of the building in hotel industry is designed and constructed for accommodation
to stay and sleep over. Hence, the housekeeping operation has the prime task of keeping the guest
room and public areas clean and attractive. This department is required to plan, organize and
control the entire activities of the accommodation.

Housekeeping is considered the key-supporting department that helps in earning major revenue
in the hotel. Out of the total revenue earned by the hotel, more than 50% is generated from the
sale of rooms alone. This department not only operates in hotels, but also in hospitals, hostels,
etc. in the broad sense housekeeping is not confined to hotel alone.

The housekeeping department is responsible for daily and periodical cleaning of the guest rooms
and public areas in hotel for example; lobby, front desk, administrative offices, staircase/ways,
and other related areas except kitchen. The main task of housekeeping department involves care-
liner furnishing, carpet vacuuming and shampooing, furniture cleaning, maintaining and issuing,
handling and controlling linen and uniform, bed making and providing necessary supplies to the
guest in their rooms/suites and bathrooms. The hotels largest revenue comes from the sale of
accommodation. So, a good hotel operation needs to ensure optimal room sales to bring in the
maximum profit.

Organization chart of housekeeping department

 

Figure: Organization chart of large hotel

Objective of housekeeping
1. Cost control
 Reduce unwanted staff and increasing work efficiency.
 Record keeping which may not be happened to thieving etc.
 Turn off the electronic items if they are not in use.
2. Preservation of the property
 Clean the right items/furniture with right cleaning agent.
 Clean all the furniture and carpets on daily basis.
3. Climate and attitude of the property
 Keep pride in jobs by keeping the hotel new contemporary and inviting.
  Have honesty, discipline, politeness, respects etc.
 No whispering but have coordination and smiling face.

Function of housekeeping
 Coordination with the department
 Cost control
 Preservation of the property
 Climate and attitude
 To keep aesthetic value of the hotel.
 Classify the work.
 Decoration.
 Training of personal
 Preparation of schedule and reports
 Flower and floral decoration and arrangement’ attending to lose properties (lost and
found)
 First aid to guest and staffs

The functional section of housekeeping department

The main task of housekeeping department is to keep the rooms and public areas clean and
attractive. To carry out these functions the hotel comprises of various section inside
housekeeping department. They are:

 Housekeeper’s office

This is the nerve center of the department. It must be an independent cabin to provide the
housekeeper with silence to plan out his work. It will also provide him the privacy to counsel his
staff or hold departmental meetings. It should preferably be a glass paneled office so as to give
him a view of what is happening outside his office.

 Desk control room

This is the main communication center of housekeeping department. From here all the
information is sent out and received concerning the departments. The desk control room has
desks and chairs with preferably more than one telephone. It has a large notice board to up staff
schedules, day-to-day instructions, etc. it is the point where all staff report for duty and check out
at the duty end.

 Linen Room
The room where current linen is stored for issue and receipt is called linen room. This room
should be large, airy and free from heat and humidity. It should have adequate shelves; easily
accessible, to stack all linen room. It should be secure and offer no possibilities of pilferage. The
room should have a counter across which the exchange of linen takes place. The room should
preferably be adjoining the laundry so that the supply of linen to and from laundry is quick and
smooth. Only authorized personnel working in the linen room should be permitted to enter it.
The main job of the linen room is to maintain and record of all linen and always gives a smooth
supply of fresh linen.

Types of Linen

 Bed linen
 Various size of sheets
 Mattress pad and covers
 Pillow cases
 Bath linen
 Bath linen
 Hand and Face Towels
 Special Towels
 Bath mats
 Table Cloth
 Napkin
 Banquet Linen etc.

Task performed in linen room:

1. Receive fresh linen from the laundry.

2. Fold the linen, count them, make a record and stack on the cupboard.

3. Issue the fresh linen to floor, Food and Beverage outlets, health club etc.

4. Count the number of linen issued and record.

5. Receive the soiled linen against the linen control sheet.

6. Record every linen in a book called daily receiving of linen.

7. Make an inventory, every month in room linen inventory sheet. If any linen has wear and tear,
“Discard” is stamped.

Guest laundry and Valet Service

Guest laundry is the source of revenue for this department. Valet is the person who deals with the
pickups and delivery of the guest laundry.

Procedure:

 When the guest informs laundry for the pickup, it should be mentioned in the control
book by entering the room number, time of call, name of caller i.e. the guest or the maid
and name of valet who is going for the pick-up.
 Before bringing laundry from guest room, the valet should check the room number in the
laundry list to ensure that the correct room number is written.
 Check and count the laundry items and tally guest count and hotel count.
 If any items are not as per guest count or any damaged in the items should be
immediately informed to the guest.
 The guest items are then marked as per the room number.
 Check the pockets and then sort the clothes according to color, fabric and light or heavy
soiled.
 The clothes are then sent to concerned depart i.e. laundry, dry cleaning up pressings per
the guest request.
 Calculate the amount as per the hotel rule in the laundry list and forward the list for
billing.
 Prepare the bill according to the service provided.
 While preparing bill, the complimentary guest / room number should be known and also
the discount of the outside guest should be known.
 After the bill is ready, the bill invoice number should be corresponding laundry list.
 Then hand to hand register is filled. The register along with the first white copy of bill
should be sent to the front cash, then get the signature of the cashier in the register who
receives the bill.
 The bills should be forwarded to the cash before the checkout time so that the guest does
not miss payment the time of departure.
 After billing, the laundry list should be returned to the valet desk and arranged in the
pigeon holes according to room number, making the room number easily visible.
 The ready garments should be received after pressing and folding and should be packed
making it ready just for the delivery.
 The packed garments are then kept in pigeon holes along with the corresponding laundry
lists.
 Garments ready for delivery is should be entered in the list of pack laundries with number
of packets, no. of hanger, no. of pieces and room number.
 Deliver the garments.
 From the second red copy of the bill, entry book for the laundry and valet should be
filled. Two sets of statement for laundry and valet should fill. Two sets of statement for
laundry and valet should also be filled.
  This statement (list of voucher) along with the red copy of bill should be put in the box at
front cash for the night auditor.
 All items received on regular service should be delivered in rooms by 6:00 pm. and
should be mentioned in the laundry control book.

 
FRONT OFFICE DEPARTMENT

Introduction
According to the famous hotelier Mr. E.M. Stapler “The guest is always right” which is the very
baseline of the thought that today every hotel Front Office people and operator thinks. The
department which is located in the front of the house, as the name indicates is called Front
Office. Moreover, the office which is considered as “shop window” or a “showcase” in a shop
where the guests are checked in and out, guest’s personal expenditure account is maintained.
Information and massages are transferred is known as front office.

It is the department which is responsible for the sale of the hotel rooms through systematic
method of reservation, followed by registration and assigning and allocating of rooms to the
guest. This department has prime role for image building and is the first and last contact point for
the guest. For the guest, it is the department which represents the whole organization whereas
from the hotel point of view front office is the main selling point and is responsible for higher
occupancy. The profitability of the room sale from front office is the major percentage of profit
to the whole hotel.

There are mainly seven sections in front office:

 Reception
 Reservation
 Information
 Billing & Front Office cashier’s office
 Guest Relation
 Telephone (SERVICE)
 Uniform staff section (Bell Desk)

Sections within front office and their function

Various sections under front office department depend upon the type of hotel. Reception, front
office cash & information section is normally located in one area at front desk. In some hotels
information center may be located separately near the reception, whereas reception & telephone
exchange are located inside or at the back area connected to the front desk. Importance of each
section is enormous, which are studied under following heads:

Reservation
A request for an accommodation by a guest in a hotel for any particular period is called
reservation. It is also known as the hub center of the hotel. Reservationists are the employees
responsible for accepting or rejecting the reservations made by the guests from different sources
& modes such as- telephone, e-mail, fax, letters, etc. the reservation staff should have the
knowledge of different rooms, facilities & the tariff provided by the hotel.

Registration
This section is responsible for the warm and friendly reception (welcome) of all the guests. Staffs
working in this section are known as receptionists. Receptionists are the staffs who have the
direct contact with the guest, thus should pose an amiable (friendly & pleasant) personality with
the high level of grooming at all the times.

Information center
This is another section under front office department, which is located within the lobby area or
joined together with front desk. This section is responsible for providing information related to
hotel, rooms & facilities and about the city in which the hotel is located. Information is also
responsible for handling guest mails, messages and also helps to provide keys to the guests
during their stay or arrival. The person working in this is known as information assistant or
walking encyclopedia.

Telephone exchange
This is the separate section under front office department located at the backside connected to the
front desk, which is not seen by the guest. A telephone operator is the employee in this section,
responsible for handling all incoming, outgoing guests and hotel calls. Telephone operator is
responsible for posting all the charges incurred by the guest and hotel employees while making
out calls. They are also responsible for transferring calls, taking massages through telephone and
for wake-up calls.

Front office cashier

This section is located within the front desk. Front office cashier working in this section is
responsible for updating guest bills, keeping up-to-date cash and credit transactions of the guest
and make them settled before the guest departure. Front office cashier should ensure the timely
collection of all the guest bills from different outlets and post them in respective folios incase if
the front office is not computerized. They are also responsible for foreign exchange and for
handling the safe deposit box/locker.

Business center
Modern technology has changed the pace of information system. People can do the job in a home
country or from far-off countries. There may be a demand for guest to translate and interpret
services as well as the hire of laptop computers, portable telephones in their rooms. The
responsibility of such type comes under business center staff. If a hotel has many non-English
speaking guests, the bilingual secretaries may be required.

Uniformed staff (bell desk)

This section performs the job like checking, identifying, transferring and storage of the guest
luggage for which a proper record of the guest luggage has to be maintained. The personnel’s
working in this section is also known as bell boys and they are also responsible to inform various
facilities in the hotel to the guest. S well as the breakage, stolen or the missing items to the
management. They are also responsible for keeping of record of vehicle of to and from the hotel
and transport packing.

Guest relation
The Guest Ambassador must be friendly, polite and smile to each and every guests. Guests will
be greeted by the guest Ambassador. The desk of the guest Ambassador depends upon the design
of the hotel. It may be around the lobby or at the back office. The first and foremost work of
guest ambassador is to speak nicely with the guest and make them feel comfortable. Guest
Ambassador reports to the Manager on duty.

There are lots of works to be done by the guest ambassador. Some of the works are discussed
below:

 Meet the VIPs on arrival and give a call to them if they haven’t arrived. A courtesy call
will be made by the ambassador to make sure that everything is in good condition. A
room change order is to be given if necessary.
 The guest ambassador inspects the rooms before the guest arrival and after the room is
cleaned. The delivery and placement of gifts and chocolate are done by the ambassador.
 Guest history is maintained for all individual and group guests paying their own accounts.
 The guest ambassador must go through all the works of front desk and must know how to
use the system properly.
 S/he is responsible for making the letters and sending it to the guests.
 They are also responsible for doing the survey after the guest departs to know the guest
satisfaction.
 They are also responsible for making the apology letter if any mistake is made by the
front office department.
 They also help GSOs if it is very busy at the front desk or if there is any problem with the
guests or the system.
 They are also responsible to inform the guest about the new promotions.
 Attributes required for front office staffs

The front office staff requires having very special qualities to work. Such qualities may be useful
in every walk of life:
  Salesmanship

Motivate the guest to spend more money on various hotel facilities.

 Problem-solvers

They should be able to solve any problem that may arise being diplomatic and resourceful.

 Reference point

Must be able to act as a reference point for passing or receiving information.

 Coordinator

Coordination between the guests and hotel as well as with other outlets to provide better service
to the guests.

 Image builder

As a sales person, front office staff projects the image of the hotel by his personal attributes such
as dress code, communication, personal conduct & efficiency. The image of the hotel and the
country depends on the image of the staff in hospitality industry. Personality reflects following:

 Pleasantness
 Eagerness
 Respect
 Sense of responsibility
 Orderly minded
 Neatness
 Accuracy
 Loyal
 Intelligence
 Tactful
 Yearning to be good hospitality professional

Duties and responsibilities of front office personnel

Duties and responsibilities of front office staff differ from hotel to hotel due to the variation of
the size of the hotel, the system applied in that hotel and the technology that the hotel is using.
Some specific duties and responsibilities of front office staff are as follows:

1. Front office manager

 Organize the front office area elegantly and economically.
 Assign duties to the front office staff.
 Make the duty roaster of the front office staff.
 Supervise and train the staff.
 Advice on purchase of required equipment and other material.
 See for the welfare of the staff.
 Coordination with the other department of the hotel.
 Inform the staffs about the management policy.
 Responsible for taking correct action for complaints and solve problems in time.

2. Front office supervisor

 Checking statistical data for room revenue& occupancy.
 Prepare budget and output report for each month.
 Ensure that all staff reports for duty on time and properly groomed.
 Brief staffs to ensure maximum efficiency.
 Ensure that no keys are missing to prevent security risk.
 Check if any VIP’S has checked in as walk-in guest and see that proper status and
facilities are given to them.
 Check that proper room position is calculated properly.
 Meet and greet VIP guest on arrival.

3. Reservation
 Handle all reservation requests.
 Keep up to date the reservation chart and rack.
 Keep all room’s availability board up to date.
 Handle cancellation and revision of reservation.

4. Receptionist
 Register guest and assign them the rooms.
 Update room rack continuously.
 Calculate room position and advise reservation.
 Issue VIP amenities voucher.
 Complete pre-registration for VIP’S, odd people and group.
 Execute government formalities regarding foreigners.
 Check in and Check out

5. Cashier
 Post all the guest charges and credit into their respective folios.
 Settle all the guest bills.
 Exchange foreign currency as per the rules and regulations.
 Distribute petty cash to staff and authority.
 Control safety deposit locker.
 Responsible for handling all types of modes of payment like- credit cards, vouchers, etc.
 6. Telephone operator
 Receive the outside telephone calls.
 Handle all the telephone massage of guest as well as employees.
 Connect the phone as requested by the guest & employee.
 Maintain all the record of outgoing telephone calls.
 Manage the switchboard and coordinate wake-up calls.

7. Night auditor
 Post room service charge to accounts.
 Process guest charge, vouchers and credit card vouchers.
 Post guest charges purchase transactions not posted by the front office cashier.
 Transfer charges and deposit to master accounts.
 Verify all account posting or balance.
 Monitor current status of coupon discount.
 Track room revenue occupancy percentage.
 Prepare a summary of cash cheque and credit card facilities.

8. Bell boy
 Escort guests with luggage or packages to their rooms on arrival and arrange them on
luggage rack.
 Explain operation of air condition and different electrical gadgets and switch them on.
 Keeps the lobby area clean and keeps eye on unwanted articles lying in the lobby.
 Delivers guest message, newspapers, etc. to the respective rooms.
 Run errands inside and outside the hotel as instructed.
 Provides paging service to the guests.
 Reports guests with scanty baggage to lobby manager and maintain scanty baggage
register.

Coordination with other departments

Front office is the most important section of the hotel. The department is fully responsible to
provide the best service. Therefore front office should keep good relationship with other
department as well as within their sections in order to operate the organization smoothly and
effectively. This has also made the functioning of the organization very smooth. Positive co-
operation and co-ordination can be found in between the intra departmental staffs, as they are
willing to lend a helping hand during busy operation hours and happily exchange their ideas and
views with each other.

Housekeeping
Front office receive housekeeping report, discrepancy report, room clearance report, room
occupancy statistic from the housekeeping desk on the basis of which the department sales the
room to the guests. The special arrangement for groups and VIP’s such as providing cookies,
chocolates, room decoration, flower decoration etc. are arranged by the housekeeping department
in the room.

Accounts
All the charges, vouchers receive from the guests, front office cashier prepare the master bills
and presented to the account section. Front Office also provides up to date foreign currency rate
to the Account department. Front Office also keeps close relation with account for the cases of
paid outs and allowances.

Food and Beverage Service

After the guest arrival in the hotel front office staffs inform to the bar for welcome drinks. Room
service provides necessary amenities to the guests. Front office will provide meal vouchers to the
guests so that the guest can have their meal within the hotel.

Engineering Department
Front office fill up the maintenance form such as furniture, fixture, equipment’s and handover to
the engineering department on the basis of which engineering department can work accordingly.

Stores
Stores provide the necessary format and stationeries thing to the front office department.

Sales and Marketing

Sales hold the special relationship with the front office, specially improves the room occupancy
on lean days. The front office informs the sales when an important guest who can influence the
business of the hotel, so that the sales can keep in touch with them and discuss about the future.
Sales keeps the updated with the new agreements made with travel agents, airlines, crews etc.

Guest arrival procedure followed in hotel

As the guest arrives in the hotel staffs as well as the trainees have to follow the following points
strictly.

Welcome and Greet Guests

 Established eye contact and smile

 Greet and welcome guest with the correct salutation of the day
 Offer assistant-“how may I assist you, Sir/Madam (guest name if aware)?”
 Order for welcome drink

Politely ask for passport from the guest

  Retrieve reservation in opera by typing the correct name
 Ask the guest to fill in the registration card
 Ensure passport number, Date of birth, nationality, date of issue, and place of payment.
 Mode of payment, Email, Telephone and any contact number, address or business card.
 Scan the passport & ask the preference for room type to the guest.
 A confirmation dialog box appears displaying a system assigned room and prompting if
you want to check in the guest and select ‘ok’ – a message dialog box appears displaying
‘check in successful’ message.

Finalize Check in

 Collect credit card from the guest and take an imprint.

 Present keys to the guest and direct the guest to the lift and Wish them a pleasant stay.

Courtesy Call

 To ensure guest is satisfied with the room

 To be happy with the service provided and make guest feel homely
 Asking the guest to call anytime if they needed assistance.

Guest departure procedure followed in hotel

Check out is the time when the guest is leaving the hotel and going back towards their own stay.
Check out is the last opportunity to convey the hospitality. GSA should take full advantage of
this opportunity e.g. the agent should ask if everything at the hotel met the guest expectations,
especially room, facilities and services. It’s an excellent time for the agent to let the guest know
that the hotel cares about the quality of the guests during his or her stay.

 Checking for mail, messages and1 faxes.

 Checking for safe deposit box
 Posting outstanding charges
 Verifying account information
 Inquiring about additional recent charges such as minibar, or consumption at any other
outlets.
 Presenting the guest folio
 Verifying the method of payment
 Processing the account payment
 Securing the room key
 Updating the room status
 Filling out the guests’ comment card.
 Getting the feedback from the guest about their stay.

Upselling the guestrooms

  Always greet each guest with smile in your voice as well as on your face. Be pleasant and
business like.
 Establish and maintain eye contact with the guest.
 Find out the guest’s name immediately and use it during the conversation.
 Attempt to identify the need of the guest since these may not have been identified during
the reservation process. Match the guest’s needs to the furnishing, amenities from among
available rooms.
 Upsell rooms when possible. Offer an upgrade room by pointing out its features and
benefits first, and then mention the rate. If the guest has a reservation describes the
difference between the reserved and the upgraded room. Walk in guest provide the best
opportunity for upselling. If two different types of rooms are available mention the
features, benefits and rates of both rooms. Do not risk losing the sale by mentioning only
the higher priced room.
 After completing the registration process thank the guest and wish him pleasant stay.

Handling VIP

There may be a system to handle a guest with VIP status. It is important to be aware that there
are various categories of VIP’s which are determined by the management and so handling
procedure may vary accordingly. Standard procedures of handling VIP are as follows:

 Reservation alerts reception about the VIP arrival.

 The receptionist pre-allocates the room and informs housekeeping and food and beverage
department.
 If possible the registration card may be completed in advance.
 The guest room is given through inspection and according to the hotel policy, a welcome
card and complimentary VIP’s amenities will be placed in the room.
 When VIP arrives, the manager or appropriate staff will accompany him to his room. The
status of guest may be determined.
 The left out registration formalities may have to be taken place in the room and the
completed registration card is returned to the reception.
 Inform the F&B department for a welcome drinks and also for quick and efficient service.

Reservation

Reservation is another important outlet of Front Office department. It operates from 9:00am to
8:00pm. It remains in a close contact with the sales and marketing department considering the
sale and price of the rooms. Reservation of any hotel is responsible for pre-registration of a guest
with the information collect through individual guest, by travel agency or by the airlines.

It is also responsible for processing reservation by mail, telephone, fax, or CRS (Central
Reservation System), processing advance deposits on reservation etc. reservation section must be
familiar with the selling status, rates and benefits of all package plans in a close contact with
sales and marketing department.

Reservation requires very special attention. As hotel collect all the required information such as
guest’s full name, company’s name, arrival and departure date, flight details, No. of pax,
applicable room rate, mode of payment, Guest special instruction, booker’s detail and
confirmation.

Therefore, Reservation Manager is found to be very attentive toward his work. The manager
always used to keep open eye towards over booking, cancellation, time limit of receiving name
list of guest and deposits of the confirmed rooms, etc.

Source of reservation

 Hotel sales office

 Travel agent
 Embassy
 Business house and company
 Fit’s
 Airlines
 Institution

Mode of reservation

1. Phone
2. Fax
3. Reservation Request Form
4. E-mail

Reservation Confirmation & Cancellation

Reservation Confirmation:

Means that the hotel acknowledges and verify the guest’s room request. A written confirmation
states the intent of both parties and confirms important points of agreement: name, date, type and
no: of rooms, rates, deposit required or received and pax. Confirmation may be guaranteed or
non-guaranteed. Generally, a letter of confirmation on the day the reservation request is received
usually through email. The confirmation letter consists information like confirmation no: type of
room, etc. Information can be retrieved from the record and manually or electronically entered
into specially designed form. This information is passed to front desk or reception.

Reservation Cancellation:
There could be any reason for cancellation of reservation. The cancellation of reservation may
cause due to delay or change in flight, arrival time, room type, rate, etc. The cancellation informs
the hotel that the room can be sold again. A non-guaranteed reservation is easy to cancel. The
reservationist must have correct address and other necessary information to make sure that
correct reservation has been cancelled. A letter of cancellation must be sent to the guest and ask
if s/he would like to have any alternative date for the reservation. Cancellation of guaranteed
reservation differs from hotel to hotel. Some percentage of the room rate is crashed from the
credit card for the cancellation of reservation. Deposits are normally returned if properly
cancelled. While reservation agent must always exercise cure while assigning and recording
cancellation number, it is especially important when an advance deposit is involved.

Service sequence for reservationist

Check the availability from availability grid

Available Not Available

Accept the booking Regret or request for waitlist

Get details

Fill up the reservation form

Feed in the computer with complete detail

Send the confirmation letter if required

Find the correspondence in the concerned file

Follow up before 7 days, 3 days and 1-day prior arrival

Reconfirm the reservation and re-check the details

Handle over the correspondence to the front desk on the arrival date.

Handling telephone
Switchboard is also an important part of Front Office Department. This section is specially meant
for receiving incoming call, transferring the call to concerned place, providing wake-up calls
services to guests, receiving message for guests and responding to emergency calls. At the same
time, it is also responsible for placing outgoing calls and maintaining records of outgoing calls
and fording it front desk agents for posting.

Things to remember while handling the telephone

While communicating only through the sound everyone must conscious that your voice is
carrying whole message to the person you are talking to. Therefore, when we are in phone we
must speak very clearly, promptly, politely, and with a smile.

Some of the Rules followed in Crowne Plaza Bangkok Lumpini Park Hotel are as follows:

Answering the telephone

In three ring or less

Identify your department/greet the caller/ and your name.

Example: “Reservations/Good Morning? Achut Speaking “How may I assist you?”

Putting calls on hold

Offer the caller a choice, either to hold or, leave a message.

Example: “Would you like to hold or leave a message –Sir/ Madam?” or May I transfer your call
to next available extension?

Taking message (When the concerned person is not available)

a) Be Completed
 Data and time of the call
 Name of the caller
 Name of the person being called
 Caller’s phone number
 Brief message
 Your name or initial
b) Be accurate
 Repeat the message to the caller
 Transferring the call
 Inform the caller that you are transferring the call.
 Tell the caller whom you are transferring the call.
 Always try to handle a service request yourself.

Terminating the call

  Always end your call by saying- “Thank you for calling”, “Goodbye”.
 Note: Do not forget to deliver the message, and to complete the service requests.
 Never give out the room number or the name of the guest to the caller.

Handling key

A key is used to open the lock of the room door. Keys are controlled by the front office
department. A separate board is used to hold the duplicate key of each room. There are two types
of the key is used in hotel:

Manual Key

Master key which opens the door of every room is handling by the front office manager.
Duplicate keys are kept in the key board.

Electronic Key

Electronic key is an electronic system which looks like the credit card. It is key less lock
electronic system. The key is issued to individual room.

Guest complaint
When the guest is not satisfied with the hotel service then they complaint. Guest complains to the
hotel regarding different reason. As front office is in front of the house the guest always
expresses their complaint to the department. So front office should be conscious about the
complaint and should handle very promptly.

Therefore, front office has Guest Relation Assistant to handle the guest. The guests complain for
different purpose. GRA should listen to the guest and reply courteously. And make sure to the
guest that their problem will be solved as soon as possible.

The following procedure to be followed up strictly by the cashier for cash drop and collection

Drop Procedure

 Daily cash drop will be made on the basis of shift from all outlets; front office and other
cash transaction are in safe locker, which is placed in Front Office.
 All cash belongs to concern areas should be properly put into the cash envelope with
exact denomination.
 Cash envelope should be handled over to front office in charge or reception in charge
whoever in the shift.
 Front Office in-charge checks the envelope and put into the safe locker in front of
depositor.
 Depositor has to ensure whether, envelope is properly kept inside or not and any short fall
will be his/ her liability.
  Minimum two witnesses are required while depositing the cash in safe locker and there
should be name and signature of witness and depositor.

Collection Procedure

 General cashier or his representative are authorizing to open the safe locker together with
Front Office in-charge who will be as witness.
 Front Office in-charge will come along with the cashier in General cashier office; he or
she should be there unless count is over.
 General cashier counts the envelope and tally with deposit slip, any short or excess will
be immediately reported to Front Office Manager & Front Office Cashier.
 Security can be used for investigation in the case of short fall; Any intentional activities
regarding shortage can lead to termination of employment.
 Cashier has to ensure that every forex or other currency should be according to reports
and denomination.

Modes of payment
Mode of payment is the means by which guest settle their account. Simply it is the means by
which the guest pays their expenses. Holiday Inn hotel receives the followings payments only.
They are:

Credit Card
Credit card is an electronic card from which payment can be done easily. The basis of credit card
system is “buy now pay later”. Holiday Inn accept the various credit card like

 Visa Card
 Master Card
 American Express

Cash Collection
Holiday Inn accepts the cash in local currency only. The Front Office cashier follows the proper
exchange rate, government rules & regulation and maintains record of every transaction.

Travelers Cheque
When Front Office cashier receives the payment the traveler cheque then they submit the cheque
to the bank and collect the payment. The cashier should check the signature of guest, passport
details, note the passport number and nationality on the back of cheque.

Credit Settlement
The hotel provides credit facilities only to those who are regular and diplomats.
Bell desk
Bell Desk area is the first and last point of contact. This section performs the job like checking,
identifying, transferring, storage of the guest luggage of which proper record of guest luggage
has to be maintained. This section is important section of the hotel which plays an important role
during the check in and check out of the guest through handling their luggage’s by staffs of this
department. The bell desk of Holiday Inn is located in front of the reception near the main
entrance of the hotel. It is a small area operated from 6:30am to 11:00pm by 5 staffs. Apart from
this, this department staffs have proper knowledge and skills of handling the message help the
guest giving a right direction of the hotel area.

Bell desk maintain following books

 Attended Log Book

It is similar to the log book. It gives the message or information to next person on duty.
 Luggage Stored Book
It records the luggage which is kept by the guest to store. In this situation luggage should
be hang on the bag. One tag should be kept on bag and another should be given to the
guest.
 Arrival & Departure Card
It is also filled by bell boy. When the guests check in they have to fill the arrival card. At
the time of check out they fill the departure card.
 Stamp log book
The bell desk also provides stamps for guests. In stamp log book, the name of the guest to
whom stamp is sold, its price, date, etc. is written.
 Lobby control register
This register is very important which indicates the arrival of any mail, package, or
message of the guests, and its delivery. In this register, the time at which the message or
mail was received, the time at which it is delivered and the name of the person who
delivered it is written. So, it is very important because it shows when the mail was
received how quickly it was delivered to the guest. In case, the mail is missed and guest
claimed about it then, this register can be used as a proof to the guest.
 Message log book
In this log book, the previous shift staffs leave message for the next shift staffs. At the
very beginning of each shift, the staffs must review this log book for any messages,
services to be provided, pending works, etc.
 Newspaper record
In this record, types of newspaper used in hotel, name of the company from where it is
borrowed, quantity, etc. are written.
 Newspaper delivery record
This record indicates in which rooms the newspapers are delivered, which one is
delivered, the quantity and name of the person delivering that.
Function of bell desk
 Escorts guests with luggage or packages to their rooms on arrival and arrange them on
luggage rack.
 Familiarize guests with the hotel’s safety features as well as the guest room and any-in-
room amenities.
 Explain operation of air condition (ac) and different electrical gadgets and switching
them on.
 Keep the lobby clean and keeps eye on unwanted articles lying in the lobby.
 Delivers guest messages, newspapers etc. to the respective rooms.
 Run errands inside and outside the hotel as instructed.
 Provides paging and laundry and valet service to the guests.
 Brings down guest luggage from his room during departure time.
 Deliver arrival and departure notification slip along with various documents to various
departments.
 Reports guests with scanty baggage to lobby manager and maintain scanty baggage
register.
 Assist in luggage room formalities and maintains a left luggage register.
 Relieving Business Center and Operators.
 Intend for stationeries of the Front Office and issuing them from the store.
FOOD PRODUCTION DEPARTMENT
INTRODUCTION
Food production department is one of the most important department of every hotel which is sub
department of food and beverage department of hotels and comprises various sections such as
cold kitchen, a, la carte kitchen, butchery, service cereals, stillroom, bakery and pastry specialty
kitchen for example: continental kitchen, Indian kitchen, Chinese kitchen, oriental kitchen,
Mexican kitchen, Italian kitchen etc. Food production department is back bone of hotel it
generates high amount of income for well managed establishment, the number of kitchens,
equipment, layouts, manpower and working efficiency depends upon size and type of hotel, and
types of meal and service to be catered.

In culinary terminology, the term food preparation and control refers to make ingredients ready
for preparation and cooking at required quantity and quality simultaneously, simply kitchen is
enclosed and well-designed areas where raw materials are processed for guest’s request. Kitchen
safety, kitchen hygiene and personal hygiene is most considered aspect in well maintained
kitchen of hotels in terms of food quality.

The term kitchen is come from French word “cuisine” mean art of cooking or food preparation in
kitchen. In general kitchen can be categorized into

TYPES OF KITCHEN
1)Main kitchen

2)Satellite kitchen

3)Fast food kitchen

4)Display kitchen

Main Kitchen
Main kitchen is probably located at the central part of hotel where overall sequence of food
receiving, storing, preparing, cooking, serving and clearing areas are properly designed and
managed. Technically, it is known as central kitchen having many sections. Hence, it may occupy
a large space. This kitchen provides wide range of food varieties e.g. Indian, continental,
oriental, Mexican, Italian, etc. through its respective section with the help of skilled/semi-skilled
culinary crafts persons called chef-de-parties and commie cooks.

A main kitchen is usually located adjacent to room service, service bar, store, pantry stillroom,
bakery, butchery etc. for efficient work flow. It may have both a’ la crate and table d’ hotel menu
for breakfast, lunch and dinner. This kitchen may serve up to three or four-line dining restaurants
simultaneously. There is often a separate kitchen for banquet and other activities.

Basically, main kitchen is divided into the following sections:

 The hot sections (the main cooking areas)

 Still room
 The vegetable preparation area
 The cold section
 The pastry/bakery section
 The butchery section
 Attached cleaning and washing area (kitchen steward)
 Cold provisional store
 Head chef’s office
 The larder
 Temporary kitchen Main Kitchen

Satellite kitchen
Satellite kitchen is constructed and established to cater to a particular outlet where the main
kitchen cannot cater due to its location disadvantage. Largely, this kitchen can organize most of
the preparation work in its own kitchen. However, it may depend upon the main kitchen for
various other things such sauce, stocks, gravies, pastas, etc. usually such a chef commands over
this kitchen. This kitchen becomes a must for specialty restaurants such Andean, Continental,
Chinese, Mexican, Nepalese, etc. which are located away from the main kitchen.

Fast food kitchen

Fast food kitchen is influenced by American catering technology, i.e. fast food to lead a fast life.
Fast food was developed from original fish and chips concept at that time. But modern catering
mostly provides dry and light food. It is independently established to meet the pace of customers’
busy life. It is specially located at the public area (lobby level) of a hotel, or out of hotel where
either food is taken away or consumed at the fast food lounge area.

Most of the fast food establishments may be found in retail and leisure areas and in road side
service complexes, airport lounge, railway stations, and at some events where mobile hamburger
and hot-dogs stalls are traditionally seen.

It provides varieties of dry and light meals like burger, sandwich, fish and chips pizza, snacks,
grilled meat/fish/shellfish, cold and hot beverages, etc.

The characteristics of fast food kitchen are as follows:

 Highly equipped with standard equipment.

  Fully skilled employees.
 Pre-cooked food at reasonable price range.
 Established anywhere to cater to the fashionable customers.
 Products offered can be cooked quickly and held in the short-term without deteriorating.
 Mostly pre-plated service.
 Adequate mise-en-place.
 Large turnout of customers.
 Precise portion control.

Display kitchen
In this kitchen food is prepared and cooked in full open view of customers, which appeals to the
eyes, palate and dining experience of the consumers. At the same time, the sizzle and aroma of
food item adds to the pleasure of eating e.g. grill Room. The hygiene, sanitation and décor of the
kitchen, as well as the skill and showmanship of the staff in particular may determine the sale of
such kitchens. This kitchen also seeks the support of the main kitchen for various items. It is
headed by soups chef/ chef de parties.

Bakery
Bakery is one of the important sections of food production. Bakery is the hot section varieties of
yeast dough and non-yeast dough products are prepared, cake sponge, biscuits, rolls, breads and
any type of baking is done here. Other finishing, icing decorating and other many for cold sweet
are prepared in confectionery section.

Butchery
Butcher is the section where cutting of meat is done. Meat is generally applied only to butchery’s
meat such as beef, mutton, lamb, pork and chicken. For preparing various types of non-
vegetarian items, different cut is done. This section is linked with every kitchen. Cutting of meat
is only done in this section. So that it supplies to other kitchen according to their prescription.
There is a cold storage where meat, poultry, fish and shell fish are stored between 20-50 degree
centigrade temperatures. This helps to prevent from rowing the meat.

Gard manger
Gard manger is a place where different types of salads are preparing with their dressing, juices,
sandwiches, etc. in the first course of menu there goes appetizer which is made in this section,
carving also done to decorate in food festival, breakfast buffet set, etc. this helps to attract the
guest’s eyes towards beautiful environment. In Gard manger, different types of sauce are
prepared.
Confectionery
In this section different cake sponge and other confectionery items such as parties, cookies,
desserts are prepared with their proper decoration. There is a walk in freeze where these prepared
items are stores or preserved for further use. There is a particular staff for preparing
confectionery item.

Banquet kitchen
The banquet kitchen prepares food for the banquet parties. It is located near the banquet hall. So
that the food can be transported easily and safely. As there are big parties or function held in
banquet hall, banquet kitchen prepares food item in the bulk quantities from hors d’ oeuvres,
potage to main course. The banquet kitchen plays a vital role in generating revenue from the
sales of food in the bulk quantities.

Commissary section
Commissary section is also known as cold section. In the New York hotel, commissary is
attached with the main kitchen. It mainly receives the needed ingredients for the entire kitchen of
the hotel. This section receives bulk ingredients and stored in the large walk in chillers. The
commissary kitchen main function is to prepare and distribute the items. All the fruits vegetables
and meat items are distributed in accordance with the requisition. So that, the portion of leakage
may be controlled.

Store
Store plays an important role. The objective of store is to arrange and care the materials or items
in systematic way. In store FIFO system is used “first in first out”. There are three types of store:

Dry store
Dry store is a store in which dry item are kept such as can food, dry fruits cashew nuts, chili
powder, honey, etc.

Cold store
Cold store is used to both raw materials and cooked items. These items should be stored
separately. It helps reduce cross contamination. Vegetable are store between (2to 8)0c and meat,
poultry, fish and shellfish between (-2 to-5)0c as well as prepared.

Deep freeze
The deep freeze is for storing frozen items. For example: fish,

Shellfish, bread, meat, etc. With a closed door or covered in a temperature

Between (-18 to -25)0c the food stored in a deep freeze must be wrapped with a

date mark for easy identification. The contents of the deep freeze must be

checked once a month to avoid food item being kept over.

KITCHEN ORGANIZATION
Kitchen organization is a group of skilled staff doing their job together to achieve a common
goal of kitchen under the leadership of chef.

PURPOSE OF KITCHEN

The main purpose of kitchen organization is to produce the right food at the right time by the
most effective use of staffs, equipment’s and materials. The purpose of the kitchen organization
can be listed as:

 Guest satisfaction
 Good standard of food
 Hygienic food
 Saving time
 Good management of skill

KITCHEN PLANNING AND DESIGN

Kitchen should be designed in such a way that the food handlers have all equipment’s close to
hand. The layout of a commercial kitchen must be planned around an efficient and systematic
flow of foods from a receipt of goods to the service of meals. The kitchen must ensure a
continuous workflow in one direction in order that crossover of foods and any cross
contamination is avoided. Worktop areas of kitchen should be adequate in size for the
preparation, cooking and service process. Also the kitchen staff should not hamper each other by
having to cross each other’s track.

Factors Affecting Layout of Kitchen

 Type of menu
 The style of food service
 Skilled or semi-skilled staff
 Type of equipment available
 The size, shape and location of the food service area
 Position, design and décor of the kitchen in the establishment
 Hygiene and safety acts.

A kitchen is a part of the overall plan of the food and beverage department. A well worked out
concept of entire F & B department is of vital importance so the kitchen should be well planned
to ensure smooth interaction, an efficient workflow, optimum productivity and a conductive
working environment.

A well planned kitchen should

 Have a satisfactory working environment.

 Enable maximum productivity.
 Provide adequate facilities to the staff.
 Provide adequate storage facilities.
 Minimize risk of cross-contamination.
 Provide adequate hot and cold water supply.
 Include a proper drainage system.
 Sufficient lighting system.
 Deny access to pest.

KITCHEN LAYOUT
Kitchen layout should cover:

1. RECEIVING AREA

2. STORING AREA

3. PREPARING AREA

4. ACTUAL PREPARING AREA

5. DISHING-OUT AREA

ATTRIBUTES OF FOOD PRODUCTION STAFFS:

 Correct uniform.
 Black comfortable non slippery shoes.
 Jewelry is not permitted while on duty.
 Short nails and nail polish should be avoided.
 Hair must be well groomed if long, tie up or wear a net.
 High sense of personal grooming
 Agreeable voice.
 Pleasant and quite, polite and courteous.
 Eager to please, patient and tactful.
 Honest
 Physical fitness
  Personal hygiene

JOB DISCRIPTION AND DUTIES AND RESPONSIBILLITY OF KITCHEN STAFFS:

1. Chef de cuisine (executive chef)

He is the commander-in-chief. In a large hotel he is the key person of the food production
management. He has the responsibility of planning, organizing, controlling, coordinating and
inspecting different kitchens. Duties and responsibilities are as follows:

1. Planning the kitchen elegantly and economically.

2. Recruits the kitchen staffs in co-ordination with the management.
3. Supervises and trains his staffs.
4. Plans the menu with the help or co-ordination of F&B manager.
5. He is responsible for portion control.
6. He is one to brief all plans and policies.
7. He is responsible for selecting and purchasing of kitchen equipment’s and materials.
8. He maintains hygiene in kitchen department.
9. He looks after welfare of staffs.
10. He maintains discipline of kitchen department.

2. Sous chef:
Sous mean ‘deputy’ in French. The executive sous chef is the 2nd chef in command after
executive chef. He is the principal assistant of chef de cuisine in general administration and
supervision works related to preparing food and its service. He relieves executive chef during his
weekends and leave. Duties and responsibilities are as follows:

1. He assists executive chef.

2. He acts as executive chef in his absence.
3. He is responsible for scheduling the staffs under him.
4. Acts as a liaison (link) between the executive chef and kitchen staffs.
5. Responsible proper staff relation and record of attendance.
6. He prepares duty roaster.
7. He insures that the food is well portioned and timely served.
8. He is responsible for giving training and co-evaluating trainees.

3. Chef de partie
Partie in French means ‘part’ or ‘section’. A partie system is one in which the kitchen space,
equipment and jobs are divided into sections. The partie system introduced by Auguste Escoffier
remains an integral part of culinary crafts tradition. Each partie/section has well-defined jobs to
be performed, and is coordinated by a chef de partie. His duties and responsibilities are:

1. Responsible for food production and waste control in his area/section.

2. Trains and supervises personnel in his section.
3. Maintain high standard of cleanliness and hygiene in his section.
 4. Responsible for food requisition and storage.
5. Co-ordinates with other sections of the kitchen.

4. Commis I/II/III
1. Responsible for the actual preparation of all food items, their accompaniments and
garnishes in his section.
2. Keeps his area clean and hygiene.
3. Prepares mise-en-place of his section.
4. Advices his supervisors if any items are required and pick them up from the store.
5. Transferable to any section without advance notice, where manpower storage exists.
6. Commis I train commis II and III whenever required.
7. Co-ordinates with all the kitchen personnel.

Kitchen is an enclosed space where edible food materials are brought, stored, processed and
cooked in a hygienic environment. It can also be defined as a well-designed closed area with
skillful workers (chefs) and all necessary equipment’s liable for preparing food items as per guest
orders followed by standard recipes. Food production or preparation is a process which starts
from purchasing and selecting raw materials followed by storing, processing, cooking and finally
ends with the service of finished goods i.e. presentation. Cooking is a process by which the raw
materials are converted into edible form by the application of equipment’s, heat and skilled
manpower. This skillful art is generally performed on kitchen.

Tasks performed by me in f &b production department

1. Mise-en-place for different food items.

2. Bringing required materials from store.
3. Bringing the necessary vegetables and other things from the vegetable section.
4. Helped the staff preparing the food.
5. Assisted in preparation of breakfast, lunch and dinner.
6. Preparation of fruit basket for the guest rooms
7. Helped in cutting the vegetables for the curries and salads.
8. Washing, peeling and cutting of different fruits and vegetables.
9. Mise-en-place for the breakfast, lunch and different food items.
10. Cleaning of working areas and the equipment’s.
11. Preparations of eggs (omelets, poached, scrambled), pancakes for the breakfast.
12. Serving of juices and fruits and milks for outlets.

In this Food Production Department, I didn’t work during my internship period but I got
opportunity to learn a lot from the senior staffs there. During my training I learned many
interesting things I learned to make dishes like sandwich, chicken biryani, veg. au gratin,
different types of pizzas, different cakes, puddings, croissants, chocolate mousse etc.
Observation:

 Marinating and preparation of various dishes.

 The process of storing various food items in the store.
 The preparation of different gateaux, pudding, cookies, bread. Machine, weighing
machine, etc.
 The process of preparing nans in tandoor.
 Preparation of fresh fruit juices.
 Preparation of different sandwiches and burgers.
 The process of controlling inventory.
 Breakfast, lunch, and dinner buffet set up.
 Frying of chicken, vegetables, finger chips in the deep fat fryer.
 The different cuts of different vegetables and fruits.

Sanitation and Hygiene

Hygiene is the study of the science, which deals with the prevention of germs and the diseases
and the sanitation is the act of performance for the prevention of the germs. In the kitchen, the
staff maintains the three types of hygiene that are given and explained below:

Personal Hygiene

The starting of the hygiene and the sanitation should be done from the kitchen staff because the
germs and the bacteria are to be found in and on the body. The human cannot see these germs
and the bacteria with their naked eye. These can be seen only through microscope. These germs
can be transferred on to anything that comes in contact with our human body. So, to prevent
these contamination personnel hygiene is very necessary.

Hence, there are some points to be followed daily:

1. Take a shower,
2. Wash your hand after using toilet,
3. Wash your hand before commencing the work,
4. Have a clean shave,
5. Brush your teeth,
6. Change you’re under garments,
7. Change your uniforms,
8. Comb your hair,
9. Trim your nails,
10. Polish your shoes.

Environmental Hygiene
Environmental hygiene is another hygiene, which should be maintained in the kitchen. The
negligence in the care and cleaning of any part of the kitchen premises and equipment could lead
to a risk of food infection. The environmental hygiene is very important to those who work in the
kitchen, because clean working conditions are more agreeable to work in the kitchen, because
none of the customers want to eat the food prepared in a dirty kitchen.

FOOD AND BEVERAGE DEPARTMENT

INTRODUCTION

Figure: Restaurant picture of Hotel Tibet

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 & Beverage Outlets are divided in to the following
categories:

1. Restaurants: Restaurants are places where Food & Drink is served.

There are various types of Restaurants:

 All Day Dining Restaurants: They are sometimes called as Coffee Shops or Cafe in
Hotels. They are usually big in size with many Covers (seats), compared to other
Restaurants in the same Hotel. The main reason why they are called All Day Dining
Restaurant is because of their hours of operation, as they are open for Breakfast in the
Morning to Lunch in the afternoon to Dinner in the Evening.

 Fine Dining Restaurants: Fine Dining Restaurants are characterized by their elaborate and
exclusive menu with special emphasis on the very high quality food they serve. The
emphasis being on fresh ingredients and natural flavors or on the type of Cuisine served,
or both. Usually the operation of this restaurant revolves around the Head Chef or Chef
De Cuisine of this Outlet.
 Specialty Restaurants: These are Restaurants which usually have a type of National or
Regional Character or Cuisine attached to them, for example: Italian Specialty
Restaurant, Chinese Specialty Restaurant etc. In some Hotels they do also sometimes
have Multi Cuisine Specialty Restaurant, which literally means that Restaurant serves
cuisine from more than one country, or the dishes on the Menu at that Restaurant has
Food Specialties from many different countries.

2. Lounge: Lounges can be found in different hotels. Their main purpose is to offer Food &
Drinks in relaxed surroundings with comfortable and cozy seating in relaxed surroundings. There
are many kinds of Lounges ranging from a Lounge in a Lobby, Cocktail Lounge and Cigar
Lounge to Executive and Club Lounge in special Floors.

3. Bar: Bar is a place where drinks are served. There is usually a small Snacks Menu too. The
service is fast and quick. There are various kinds of Bars ranging from Formal bars to Club Bars,
Pubs, Pool Bars, Wine Bars, Cocktail Bars, Beach Bar to Juice Bars and many more

4. Discotheque/Nightclub: They are outlets where Music and Entertainment takes priority
with the Food & Drink. The operation is very fast and the guest numbers are large. Security is an
important aspect in these operations. Music and entertainment can range from DJ to live bands
playing.

5.Room Service/In Room Dining: Room Service, also known as In Room Dining .It is the
service of Food & Drink in Guest Rooms in a Hotel or a Resort. Depending on the size and type
of Hotel or Resort its functions vary.

6. Meeting and Conference Rooms: Meeting and Conference rooms together with Ball
Rooms come under the Banquets & Conference section. They are a great source of Revenue in
Food & Beverage Department usually in Corporate and City Hotels. MICE (Meetings,
Incentives, and Conferences & Exhibitions) can alone bring much revenue in some hotels in
comparison to other outlets in Hotel.

7. Ball Rooms: These are large Function Rooms which are primarily used for Functions and
Weddings. The Staffing ration of Full Time Staff in this section is very less as the Function and
Wedding Business can sometimes be seasonal and extra staff is usually filled in by the use of
Casual Staff. This Section is the most Dynamic section in Food & Beverage with the Conference
Section, which is more physically demanding and creatively oriented.

8. Delicatessen: Delicatessen or Deli traditionally had been a place where fresh meat and
other produce were available. Hotels nowadays use this concept of having a Deli on their
premises, where guests can buy fresh produce ranging from Freshly Baked Bread, Cold Meat,
Fresh Salads, Cakes, Home Made Ice creams and light and healthy drinks.

9. Others: There are many other Food & Beverage outlets ranging from Fast Food Outlets to
Food Courts to Snack Bars which are usually stand alone or in a shopping centre.
ROOM SERVICE

Room service is the fine dining experience with in the comfort and convenience for the guest
room or suite, for the whole season. In the room dining guest can choose an extensive menu for
the whole day or night that is ideal for the time zone hoping travelers. Hotel provides fast and
quick service for the guest within 30 minutes. Guest can call in room dining form their own
room. Guest can have their fresh breakfast, lunch, and dinner from the room dining without
consuming a lot time. Room service menu is priced slightly up because the service in room needs
extra effort, manpower and equipment whereas clearance is another important aspect of the room
service.
 Food and beverage service personnel
Introduction
The effective leadership and supervision are the key requirements to guide and motivate the
staffs. The personnel working in food and beverage department service department require a
sound and practical knowledge of food and beverage service operation as even single and simple
error may lead to the dissatisfaction of the guests.co-ordination off activities to all outlets is the
essence to provide quality service in all the times to the guests. The food and beverage service
department is the one where a high numbers of staffs are required and is totally labor intensive.

Food and beverage manager

Food and beverage manager is regarded as the person in charge of the authority and
responsibility of the food and beverage service department and responsible for the administrative
as well as operational works depending on the size of the establishment. His/her role in the
establishment is to implement the agreed policies or to contribute towards the setting of catering
policies.

Job description

1. Preparing the budget for the department.

2. Coordinating with other departments of the hotel effectively and efficiently
3. Compiling menus in liaison with executive chef.
4. Should ensure quality control in terms of efficiency and productivity
5. Quality checking of both food and beverage
6. Planning the provision and service of food and beverage
7. Reports to food and beverage director

Outlet manager/F&B Executive

The outlet manager commonly known as the F&B executive takes the responsibility for the
systematic flow and service of food and beverage in the assigned area of operation. These areas
may include restaurant, coffee shop, VIP s and assigns lounge. Fine dinning. The manager
prepares logbook of the report and submits to food and beverage manager or assistant food and
beverage manager for day to day operation.

Job description

1. To check the schedule to confirm adequate staffing

2. Ensuring that each food server maintains the proper personal hygiene and grooming.
3. Inspection of dining area for safety and cleanliness
4. Check tables and cover set up of the dining area
5. To relay any special instruction to the kitchen
6. To gather as much information as possible about guests
7. To recommended and provide information about foods and drinks
8. To ensure that the guest is satisfied and do follow up on any complaints
9. Supervises and assigns the duties of captain and senior captain.

ATTRIBUTES OF FOOD & BEVERAGE STAFFS:

 Correct uniform.
 Black comfortable medium or low heal shoes.
 Jewelry is not permitted while on duty.
 Perfume and bright or dark nail-polish are not to be used.
 Heavy make-up is not permitted.
 Hair must be well groomed if long, tie up or wear a net.
 Personal cleanliness.
 Agreeable voice.
 Pleasant and quite, polite and courteous.
 Eager to please, patient and tactful.

The Sequence of Service:

1. Greet the guest
2. Seat the guest
3. Serve water
4. Check for Aperitifs
5. Present the menu card
6. Take food order
7. Send food order to kitchen
8. Take beverage order
9. Serve the beverage as per demand of the guest
10. Prepare table mise-en-place
11. Serve food according to the order
12. Do not forget to recommend dessert
13. Check for liqueurs
14. Help guest when leaving.
RESTAURANTS AND BARS:

Restaurants range from inexpensive and informal lunching or dining places catering to people
working nearby, with simple food served in simple settings at low prices, to expensive
establishments serving refined food and fine wines in a formal setting. In the former case,
customers usually wear casual clothing. In the latter case, depending on culture and local
traditions, customers might wear semi-casual, semi-formal, or formal wear. Typically, customers
sit at tables, their orders are taken by a waiter, who brings the food when it is ready, and the
customers pay the bill before leaving.

A restaurant is a business establishment which prepares and serves food and drink to customers
in return for money, either paid before the meal, after the meal, or with a running tab. Meals are
generally served and eaten on premises, but many restaurants also offer take-out and food
delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety
of the main chef's cuisines and service models. Restaurants may be classified or distinguished in
many different ways. The primary factors are usually the food itself (e.g. vegetarian, seafood,
steak); the cuisine (e.g. Italian, Chinese, Indian, French, Thai) and/or the style of offering (e.g.
tapas bar, a sushi train, a taste restaurant, a buffet restaurant or a yum cha restaurant). Beyond
this, restaurants may differentiate themselves on factors including speed (see fast food),
formality, location, and cost, service, or novelty themes, such as automated restaurants.

For some time, the travelling public has been catered for with ship's messes and railway
restaurant cars which are, in effect, travelling restaurants. (Many railways, the world over, also
cater for the needs of travelers by providing Railway Refreshment Rooms [a form of restaurant]
at railway stations.) In recent times there has been a trend to create a number of travelling
restaurants, specifically designed for tourists. These can be found on such diverse places as
trams, boats, buses, etc.

Mise- en place
The French term mise-en place literally means “to put in place” or “everything in its place.” The
concept of mise en place is simple. Roper mise en place can consist of just a few items, for
example, those needed to prepare a small quantity of chicken soup. Or it can be quite extensive
for example, when setting up the hot line for a busy restaurant with a large menu. A proper mise
en place requires the chef to consider work patterns, in-gradient lists and tool and equipment
needs. Mise en place will differ from one restaurant to another.

Mise-en place at restaurant

1. Wiping all cutlery, crockery and glasses during the service.
2. Side stations should be stacked with sufficient covers for resetting the restaurant after
the first sitting is over.
3. Extra linen, crockery, cutlery, glassware and ashtrays should be kept handy so that they
are readily available for use.
4. Cruet sets should be cleaned and filled on a daily basis.
5. Sauce bottles should be filled and the necks and tops of the bottles wiped clean.
6. Butter, condiments and accompaniments for service should be kept ready for use when
needed.
7. Collecting and exchange of linen.
8. Setting the table and cover for next meal.

Mise-en place at bar

1. Clean the bar area including table, chairs and serviettes.
2. Clear any garbage left from previous day.
3. Wiping all bar cutlery, crockery and glasses as well.
4. Prepare ice bucket, wine cooler, service trays and water jugs.
5. Prepare the entire garnish.
6. Make ready all the fruit juices in glasses.
 7. Prepare all the bar equipment, such as cutting board and knife, fruits, straws, sticks,
bitters, sauces, shaker, strainer, etc.

CONCLUSION
After this program I know clearly what are my strengths and weaknesses and what I have to
continue to do to be successful in this industry. I need to improve in many things like self
confidence level, knowledge, communication skills, etc.

Apart from it, while doing the report and research, I am able to know more about the hotel. As a
Three-star hotel, they have to continuously take many actions to improve and be different to
make the guests love to stay as its Name. If they manage their weaknesses and threats, they can
compete with this competition market.