● INDUSTRIAL TRAINING REPORT

THE LALIT, NEW DELHI

NAME:TEJAS BISHT
IV-SEMESTER 2nd year
IGNOU ENROLLMENT NO- 202559903
NCHMCT ROLL NO- 2041322069
IHM CHANAKYAPURI
 20/12/2021-08/04/2022
DECLARATION

This report was compiled during the Industrial Training,

which is an integral part of 3rd semester curriculum of
BSc. in Hospitality & Hotel Administration.

Compiled at: THE LALIT NEW DELHI

Duration: 20.12.22 to 08.04.2022
Name: TEJAS BISHT
Place: IHM CHANAKYAPURI

2
Signature

Content

S.NO TOPIC PAGE

1. Acknowledgement 4

2. Introduction 5

3. Hotel values 6

4. The Property 9
5. F&B Service 26

6. Housekeeping 43

7. Front Office 57

8. Conclusion 84

3
 Acknowledgement

This Industrial Training Report lists some of the most inspiring

facts, experiences, and learning during my 17 Weeks of Industrial
Training period at THE LALIT NEW DELHI. It is a great pleasure
to acknowledge with thanks the help rendered by many of the
people during this period.
It would not have been possible without the guidance and help of
senior teachers of IHM CHANAKYAPURI and Executives of The
LALIT NEW DELHI.

A special vote of thanks to:

• Mr. Harsh kumar bhutani(Principal of IHM)
• Mr. Rahul bharti (In charge of Training & Placement Cell)
• Ms. Neeti sharma (Training manager of The lalit, new delhi)
• All the Executives and Team Members for their consistent help,
support and encouragement which cannot be expressed in words

4
 Introduction

Headquartered in New Delhi, the company opened its first hotel

here in 1988 under the dynamic leadership of Founder Chairman
Mr. Lalit Suri, who spearheaded the Group’s unprecedented
expansion plans.
Rapid expansion and consolidation of its leadership position
continues under the enterprising stewardship of Dr. Jyotsna Suri,
who took over as Chairperson & Managing Director in 2006.
All hotels within the group operated under the brand The Grand –
Hotels, Palaces & Resorts. It was re-branded as ‘The LaLiT’ on
November 19, 2008 as a tribute to the company’s Founder
Chairman Mr. Lalit Suri.
The company offers twelve luxury Hotels, Palaces & Resorts and
two mid market segment hotels under The LaLiT Traveller brand
offering 2261 rooms.

5
 Our Values

Honesty and Integrity

At The Lalit Suri Hospitality Group, we inspire fairness and trust in our day-to-day dealings with our
stakeholders by saying what we mean and synchronizing our words and actions. We take full
accountability for our actions.

Interactive yet responsible communication

We maintain open communication with each other and consciously communicate in a pleasant
manner in order to have a positive impact. Communication at The Lalit is about effectively
choosing one’s words, stating one’s purpose and expected outcome, and being accountable and
assuming responsibility for the impact and outcome of one’s communication.

6
Devotion to Duty

At The LaLiT, we commit ourselves wholeheartedly towards achieving a common goal reflecting in
our actions. We have embarked upon on “I am Lalit” initiative with the objective of building a sense
of pride and ownership amongst all the employees. This initiative is about alignment of goals at
individual and organizational level, greater sensitivity towards cost and expenses and a
collaborative work culture.

Minimizing Waste

At The LaLiT, we constantly endeavour to adopt practices that reduce wastage by dispensing with
non-value-added activities. For example, in the staff cafeteria we no longer have waste baskets,

7
which has eliminated food wastage as employees now serve only as much food on their platters
which they can consume.

Respect for Individuals

At The LaLiT, we nurture a transparent and trusting culture by treating every employee with dignity.
We also value our employees and endeavour to develop and reward performance. We believe every
individual working with us possesses certain strengths and the organization should strive to
leverage them.

8
 THE PROPERTY

Located in new Delhi the heart of delhi cannouht place

Commercial district and shopping center, the hotel makes an
impressive, luxurious and convenient base for a business trip.
The premier Hotel of new delhi, characterized by its Victorian
architecture and gracious hospitality offers all the comforts of a
luxury hotel with state of the art facilities.

9
 Our Vision

To be the Preferred Choice for the Indian and

International Customers.

To be rated as Number One for our People, Products &

Profits.

To be acknowledged as a Caring,

Courageous and Creative Organization.

To be smile in front of guest and staff both

Be helpful to guest

Give good smile to guest and take good feed back

with guest
 

10
 THE PROPERTY

● Rating:5 Star Deluxe

● Address: Barakhamba Avenue, Connaught Place, New
Delhi -110 001, India.
● Accessibility: Airport: 23 km., Railway Station: 2 km
● Location Advantages: Hotel is located inmain city center
of Connaught Place
● Pretentious fairy tale world will welcome all pleasure
seeking souls at Delhi amidst its most splendor filled
accommodation famed as “Lalit Hotel Delhi”.
● This Delhi luxury hotel a premier business travelers
accommodation is a true fusion of Indian history mixed
with contemporary comforts ensuring utmost lavish
holiday.
● Lalit Hotel in New Delhi is also famed for its “Rejuve –
The Spa” a perfect holistic healing of Aroma, Ayurvedic,
herbal and natural therapies.
● “Kitty Su Night Club” is for real party lovers a fusion of
aesthetic décor, pretentious ambiance, & soul stirring
music.
● Spa gives free heeting to our guest as a gift.

11
 LALIT SURI

Lalit Suri was an Indian politician. He was a member

of parliament, representing uttar Pradesh in the rajya
sabha the upper house of india’s parliament as
an indepedant politician
Being the Chairman of the Bharat Hotels chain now
known as LaLiT, he was the single-largest hotel owner
owning around 1600 rooms. His hotel chain
encompasses seven hotels including the flagship
InterContinental The Grand in Delhi along with other six
Grand hotels in Mumbai, Goa, Bangalore, Srinagar,
Udaipur and Khajuraho. He died at the age of 59 on
October 10, 2006, in London.

12
 JYOTSNA SURI

Dr. Jyotsna Suri

Chairperson & Managing Director
The Lalit Suri Hospitality Group
13
Dr Jyotsna Suri has been associated with Bharat Hotels since its
inception. In the year 1989, she became the Group’s Joint
Managing Director. In 2006, she took on the mantle of
Chairperson & Managing Director and since then, has been the
driving force of the Group’s operations.
Under her stewardship, The Lalit Suri Hospitality Group became
one of the leading privately-owned domestic hotel brands in India,
engaged in the business of operating and managing hotels,
palaces and resorts, with a focus on the luxury segment. The
Group operates 12 luxury hotels, palaces and resorts under The
LaLiT brand and two mid-segment hotels under The LaLiT
Traveller brand across India’s key business and leisure travel
destinations, offering 2,261 rooms,
Recently Dr. Suri was conferred with the Order of The Rising Sun,
Gold and Silver Star by Japan Government for her contribution
towards strengthening strategic ties between India and Japan in
economic and tourism sectors. She is the first Indian Woman to
have received the Imperial honour since its commencement for
foreign nationals in 1981.
Besides this she has been the recipient of over 30 National and
International awards and recognitions. She has also been
featured in several power and business listings by renowned
publications like Business World, Fortune India, Forbes Asia to
name a few.
Dr Suri holds various portfolios with Industry Associations – Past
President FICCI; Chairperson FICCI Tourism Committee;
Chairperson, Creative Industries Committee, FICCI; Executive
Member of HAI; Council Member of World Travel & Tourism
Council, India Initiative; Member of Board of Governors for
National Council for Hotel Management and Catering Technology
and Member of Board of Governors of Indian Institute of
Corporate Affairs.

14
 DIVYA SURI

Ms. Divya Suri Singh

Executive Director
The Lalit Suri Hospitality Group

15
Divya Suri Singh is the eldest daughter of Dr Jyotsna Suri,
Chairperson & Managing Director of The Lalit Suri Hospitality Group
and Mr Lalit Suri, The Founder Chairman of the company. In 2009,
she took upon the mantle of Executive Director (ED) at the Group.
She spearheads the key verticals of Legal & Company Affairs across
the 14 operational properties. Ms. Singh infuses a new dimension and
enthusiasm to the Group’s core management team. She is actively
involved in providing strategic direction and implementation of key
legal processes that relate to negotiations and commercial settlement
agreements. She is also focussed on strengthening the legal
framework of the Group by crafting business strategy and
decision-making processes. She also acts as a mentor to key legal
department personnel, encouraging their professional growth and
grooming them. Besides spearheading the legal cell, she also heads
the Procurement function for the group. Since taking over the portfolio
she has been instrumental in streamlining the Corporate Purchase
department leading to substantial savings for the group.
A multi-faceted personality, she spearheads The Lalit Suri Hospitality
Group’s initiative of ‘Developing Destinations and not just Hotels’, to
popularize destinations and thereby boost tourism. Under her
guidance the group has been organizing highly successful annual
events like Polo Tournament in Drass, Ice Hockey in Leh, Shikarathon
in Srinagar, The Lalit Arts Festival in Khajuraho, Kabaddi Tournament
in Bekal.
An alumna of Convent of Jesus & Mary, New Delhi, Divya Suri Singh
graduated in Commerce from the prestigious Shriram College of
Commerce, Delhi University and further went on to pursue her
Bachelor of Law (LLB) from Kings College London in 1998. She
trained under and then subsequently worked with established lawyers
– Arun Jaitley and Mukul Rohtagi for over 8 years.
She is a member of The Delhi High Court Bar Association and was the
Chairperson of The Young FICCI Ladies Organization (YFLO) 2012-
2013. Since 2014 she is a Member of Young Presidents’ Organization
(YPO).

16
 DEEKSHA SURI

Ms. Deeksha Suri

Executive Director
The Lalit Suri Hospitality Group

17
Deeksha Suri is the youngest daughter of Dr Jyotsna Suri,
Chairperson & Managing Director of The Lalit Suri Hospitality
Group and Mr Lalit Suri, The Founder Chairman of the company.
In 2009, she took upon the mantle of Executive Director (ED) at
the Group.
She spearheads the key verticals of Sales & Revenue
Optimisation, Human Relations, People Management and
Learning & Development for the Group. Apart from this, she also
heads the Internal Audit functions across the 14 operational
properties.
Ms. Suri infuses a fresh perspective and energy to the Group’s
core management team. She is actively involved in strategic sales
plans to achieve overall business objectives. She leads the
implementation and execution of policies and processes for
operational excellence.
She is focussed on efficiency maximisation by crafting an
employee value proposition that is reflective in brand promise. By
effectively charting plans for organisational development and
initiatives taken for employee relations, she has made The LaLiT
– the most preferred employer. Her strategy is focussed on
internal resources and customer satisfaction. With her keen
insight she is instrumental in providing a new dimension to
learning and development programs that lead to the company’s
goal of limitless hospitality.
She has diligently worked on diversity and inclusion policies for
the Group. As a woman leader who has taken the business
forward by leaps and bounds in the last decade, she is a role
model for the younger generation.
Ms. Suri attributes her success to being able to constantly
reinvent herself and find new challenges that’s fulfilling. It is her
belief that results come from doing the basics right every time,
day after day, month on month. She has the ability to remain

18
patient while being result oriented and navigate through
challenges maintaining a positive outlook.
Ms Suri is an alumnus of the Convent of Jesus & Mary, New
Delhi. In 2000, she graduated with a first-class Bachelors of
Commerce (Honours) degree from the prestigious Hindu College,
Delhi University. She holds a Post Graduate Degree in Business
Management from the London School of Economics.
Prior to joining the family business in 2009, Ms Suri gained
invaluable experience as a Business Consultant with the Hay
Group. She spent over two years working extensively on strategy
and operational issues with leading companies in APAC and
EMEA. Besides this, she is a travel enthusiast and maintains a
disciplined and challenging personal fitness regime.
Awards and Recognitions:
– Best Woman Leader of the Year in Hospitality Sector by
ASSOCHAM India, November 2019
– The GQ 50 Most Influential Young Indians Award, November
2019
– Listed amongst the ‘Blackbook Top 50 – Indian Luxury’s
Most Powerful Women’ in 2017
– Listed amongst the ‘25 Most Influential Women Professionals
in India’ by India Today Woman, 2012
– Recognised amongst ‘Top Young and Successful Leaders’ by
The Times of India, 2012

19
 KESHAV SURI

Mr. Keshav Suri

Executive Director – The Lalit Suri Hospitality Group
Founder – Keshav Suri Foundation
Co-Chair FICCI Task Force on D&I
Keshav Suri is the youngest Executive Director at The Lalit Suri
Hospitality Group. He is involved in the Group’s expansion, quality
management, building marketing strategies, operations and F&B
revenues.

20
Under his guidance the Group established F&B brands like 24/7,
Baluchi and OKO. His brainchild, Kitty Su – the Group’s nightclub
– is set to complete ten successful years in August 2021. It is one
of the longest running and most inclusive (LGBTQ+) nightclub in
the country. The club has supported acid attack survivors, hired
India’s only differently abled DJ and people from the deeply
marginalised LGBTQ+ community. A firm believer of responsible
entrepreneurship, Keshav Suri has been working with several
NGOs and activists to help mainstream marginalized
communities. He launched social campaign #PureLove to spread
the message of love and educate masses. He is also one of
petitioners to revoke Section 377 in the Supreme Court of India.
The Group has provided opportunities to more than 100 queer
people and has established itself as one of the most safe places
in the country. Having taken upon the cause to build an inclusive
nation; he launched his own – Keshav Suri Foundation – with a
mission to embrace, empower and mainstream the LGBTQ+
community. He partnered with FICCI for Queering the Pitch, the
foundation launch on October 13, 2018, and brought inclusion into
the organisation. The Foundation is the official affiliate for It Gets
Better Project in India.
An alumnus of St. Columbus School, New Delhi, Keshav Suri
graduated in Law and Business from the University of Warwick.
He obtained a Master’s Degree in International Management from
Kings College, London followed by an LLM Degree from School of
African & Oriental Studies (SAOS), London.
He has won several international awards and honours such as
Attitude Pride Award, LGBT+ Future Role Model (2019) and Top
100 LGBT + Executive (2020) by Yahoo Finance Outstanding and
about 15 national honours including Change Maker by Hindu
Businessline, Culture Icon of NewHood by Mens XP and Agent of
Social Change by GQ and Tycoons of Tomorrow by Forbes India
to name a few.

21
 DEPARTMENTS OF THE HOTEL

1.FRONT OFFICE
• Reservation.
• Reception.
• Front Office Cash.
• Concierge.
• Bell Desk.
• Guest Relations / Lobby Manager Desk.
• Travel Desk.
• Business Centre.
• Telephones.

2. Sales & Marketing

• Sales to Guests.
• Instant Reservation, Advertisement and Publicity, Banquet
Sales.

3. House Keeping

22
• Servicing Rooms
• Public Areas ~ Corridors, Restaurants, Swimming Pool, Health
Clubs, Lobby, Banquets & Rest Rooms.

4. Kitchen Stewarding
To ensure cleanliness and maintenance of :
• Kitchen.
• Staff Cafeteria.
• Banquet Pantries.
• Dish Wash.
• Pot Wash.
• Buffing.
• Tinkering.
• Silver Plating
• Equipments.

5. Food and Beverage Service

• Baan Thai
• threesixtythree°
• The Verandah

23
• Banquets.
• Ball Room - 6600 sq. ft area with a capacity of 850 pax
• Burdwan - 1100 sq. ft. area with a capacity of 60 – 80 pax
• Coochbehar - 1100 sq. ft area with a capacity of 60 – 80 pax.
• Board Room.
• Tea Lounge.
• Room Service.
• The Belvedere.
• Dispense Bars.
• Pool Bar.

6. Kitchen
Name of the Kitchen Caters to (Restaurants) Baan Thai Baan
Thai, The Verandah, Pool Bar & Room Service. Threesixtythree
hot range Threesixtythree, The Verandah, Pool Bar & Room
Service. Garde manger Threesixtythree, The Verandah, Pool Bar
& Room Service. Gharana Threesixtythree, The Verandah, Pool
Bar & Room Service. Production Threesixtythree, The Verandah,
Pool Bar & Room Service. Banquets Banquets Bakery and
confectionery All F&B service areas Butchery provides raw meat
and fish items to all kitchens except Bakery.

24
7. Engineering
Responsible for repairs & Maintenance
• Building.
• Electrical.
• Air Conditioning.
• Mechanical.
• Safety & Environment.

8. General Administration
• Finance
• Voucher Payables.
• Cashiers.
• Audit, Night Audit, Systems.
• Payments, Pay Roll.
• Salaries & Waters.
• Credit, Materials, F & B Controls, Income.
• General Ledger, HRD, Training and Development, Medical,
Time Office, Welfare, Administration, Estate.

25
 FOOD AND BEVERAGE

INTRODUCTION
An integral part to the functioning of a hotel the food and
beverage department is a major revenue producing department
in any hotel. Good teamwork is a must to bring out the success
of the hotel and the staff should work hand in hand to produce
the maximum output. In a hotel the service department has an
edge over rooms divisions because of the major revenue
earned from banquets.

Duties & Responsibilities of F&B Service Department

Food and Beverage Manager. Is responsible for the
implementation of agreed policies. In general he is responsible
for:-
• Ensuring that the required profit margin is achieved for food
and beverage are in each financial period.
• The purchasing of all material required.
• Ensuring that qualify in relations to the price period is
maintained etc. Restaurant Manager.

26
• To oversee the proper arrangement of the tables, chairs,
service equipment, table settings.
• He takes a briefing before each shift to inspect the personal
appearance of staff.
• To see the correct quality of food served. Room Service
Manager
• He goes through the room service pickup / clearance file.
• He checks the movement list sent by the front office.
• It is his responsibility to see that all special items like cookies,
fruit basket, nut plates and drinks kept in the room.
• Scheduling the staff.
• Handling guest complaints.
• Prepares duty roasters for the staff.

Banquet Manager
Is responsible for all the banquet parties held in the hotel. He /
she ensures that all arrangements for banquets are made in
advance. He / she supervises the banquet parties held in the
hotel and work being done by captains and stewards.

27
Manager is also responsible for setting booking, arranging and
serving of all banquet functions and arranging local publicity
after obtaining permission from the people arranging banquets.

Senior Captains.
Senior captains in respective restaurants are responsibilities for
proper arrangements in the guest and ensure that toad is
served in orders. They take the briefing for wait before every
meal.

Captains.
Work under senior captains. They are allotted some section
inmate restaurants or banquets. They are responsible to serve
the food for the guests and to present the bills for payment.

Steward
He acts by instruction for the captain. He/ she generally plates
upon the table, cleans the table after each course some
preparatory tasks of cleaning is also carried out by the steward.
Management Information System: Consists of:-
• Daily sales record.
• Attendance register.
• Stock inventory register.

28
• Stock requisition book.
• Food & Beverage cost factors.
• The cost of operating a food and beverage service is
influenced by several factors, including food cost, staff size and
methods of purchasing, receiving, storing and issuing supplies.

ROOM SERVICE.
“Bringing the dining experience of a restaurant to the
guestroom” is what the personnel at room service or In Room
Dining call it.
The Room Service is a very important outlet of the food and
beverage department. It provides food and beverage to the
guest in their rooms as and when ordered by them. To avoid
any delays, there is a separate room service elevator, used
exclusively by the room service staff to provide quick and
efficient service to the guests.
Generally, food and beverage orders for 2 to 3 guest are sent on
Room Service trays, which are set up with all the essential
cutlery and crockery. But if the order is for a number of items or
for more than 3 to 4 guest, special room service trolleys are
used to serve the order. These trolleys are collapsible and when
opened, have a round table shape. Below the table are placed
food warmers, which keep the food warm.

29
There is a separate room service orders takers cabin, which has
two micros, placed for room service order takers. As and when
the guest call is received, the order is taken by the order taker
(generally a lady) and a KOT is printed, which comes out at the
printer near the Supervisors desk. The rest of the KOT
procedure is same as other outlets.

ROOM SERVICE DOOR KNOB BREAKFAST MENU CARD.

This card contains the Breakfast menu, the time at which the
order is required and the room number, which has to be filled
by the guest. The guest may tick the items he wants to order for
breakfast. The card is again hung with the door knob outside
the room. The night shift staff of the room service collects all
these cards from outside the rooms and the order is thus sent
to the guest rooms at the stated time in the morning. Fresh
door knob menu card is placed in the room by the
housekeeping department.

30
 BALUCHI

Indian multi cuseine restaurant which is in 2nd

floor of our hotel

LUNCH & DINNER

Lunch served between 12:30-3:00pm and dinner served
between 7:00 to 11:30pm consists of Thai food served in an a la
carte basis. While renovations were taking place the restaurant
served international cuisine and served as an all day dining
restaurant.

31
 RESTAURANT LAYOUT.
Station 1 is towards the left as you enter and station 2 at the
right. The arrangement according to table sizes is exactly same
of both sides.
There is a rack near the entrance, which is stacked with local
and international newspapers.
Ambience
The atmosphere is fresh, airy, and an emphasis is laid on a
smoothing, relaxed, serene and classy ambience.

32
 24/7 COFFEE SHOP

The 78 cover restaurant serves breakfast from 7:30 to 10:30am,

remains shut for cleaning and again opens for the buffet and a
la carte lunch at 12:30pm. Lunch is served till 4:00pm and after
which guests can still have food but with fewer options. Dinner
starts at 7:00pm going on till midnight.
NOTE: Special wood fired pizza is a speciality of the restaurant
and typically 1 slice of pizza is offered per guest along with the
lunch buffet along with the usual a la carte manner during lunch
and dinner.

33
THE BREAKFAST BUFFET

COLD
1. COLD COFFEE
2. LASSI
3. FRESYH JUICE
4. CUT FRUITS
5. CHEASE
6. HARD CHEESE
7. FLAVOURED YOGUARD

HOT BUFFET
1. Hot buffet
2. Idli
3. Sambhar
4. Chutney
5. Baked potatoes
6. Sautéed vegetables
7. Steamed sweet corn
8. Enchiladas
9. Poha
10. Waffle counter

34
11. Pongal
12. Saaboodaana khichdi
13. Sevain upma
14. sauté potato
15. Congee

35
 OKKO

Okko is a co-asian restaurant which is on 28th floor of hotel

which feels very premiueim and luxuryious facilities in
okko

36
24/7BAR

37
 BANQUET

● WE HAVE 5 REGENCY IBN OUR HOTEL

● 2 CRYSTAL BALL ROOM
● 1PLASA TARACE GARDEN
● 1REGAL HALL IN OUR HOTEL

38
39
40
 CO-ORDINATED DEPARTMENTS.
KITCHEN
GARDE MANGER –To pick up cold preparations e.g. salads,
galantines and pates buffets of banquets.
PANTRY- To pick up sandwiches, fruit platters, fresh juices,
individual salad portions.
HOT RANGES & GRILLS –Hot food items such as steaks, chops
etc.
BAKERY & CONFECTIONARY – To pickup bread, pastries,
cookies and ice creams.
Still Room – To pick up hot beverages, e.g. Tea and coffee.

KITCHEN STEWARDING.
This department primarily controls the storage, issue, and
maintenance of service equipment in the restaurants and
kitchen. The sanitation and hygiene of the kitchen and its
overall maintenance comes under this department. It is also
responsible for the employee‟s cafeteria.

41
BARS.
The service bar located in the main kitchen dispences wines,
sprits, juices , aerated water and tobacco. The beverage stores
are located behind the chefs office in the main kitchen.

STORES.
The source from where the steward can pickup supplies of
proprietary sauces, stationary etc for the restaurants.
HOUSEKEEPING.
This department is responsible for the cleanliness, maintenance
and the aesthetic beauty of the hotel. It is also the source for
uniforms , linens and flower

42
 HOUSEKEEPING

Housekeeping refers to the management of duties and

chores involved in the running of a household, such as
cleaning, cooking, home maintenance, shopping, and bill
payment. These tasks may be performed by members of
the household, or by other persons hired for the purpose.
This is a more broad role than a cleaner, who is focussed

43
only on the cleaning aspect. The term is also used to refer
to the money allocated for such use. By extension, it may
also refer to an office or organization, as well as
the maintance of computer storage systems.
Housekeeping as the name suggests refers to keeping of
the house and includes all those factors that lead to the
comfort, cleanliness and service of the people occupying
that particular house. The main objective of the
department is to improve and maintain the sale appeal of
rooms by making the guest feel happy and relaxed. The
personal effort the housekeeping department makes in
giving a guest a desirable room has a direct bearing in the
experience has in the hotel and makes his stay a
memorable one. The housekeeping department looks after
the cleanliness and well being of the entire hotel. Public
areas are very important as they reflect the image of the
hotel on a potential guest or a repeated customer. It
coordinates with different departments of the hotel to
function efficiently and effetely. The department has its
staff spread on all floors as well as public areas along with
housekeepers, floor supervisors, room boys and
housemen. Apart from rooms and public areas the
housekeeping department takes care of various other
areas as well.

44
 IMPORTANCE OF HOUSE KEEPING

Housekeeping is the department that deals with the

cleanliness and upkeep of the hotel and all the services
attached. Housekeeping in the hotel provides
accommodation for the guest. It is the department on
which the reputation of the hotel, the standard, the star
category depends upon. The objective of Housekeeping is
up keeping of the property as per the highest standard laid
by the organization. The major portions of revenue of
hotels come from the rentals of rooms. The responsibility
of cleaning the front and back areas rests entirely with the
housekeeping. The guest entrance, lobby parking place,
swimming pool horticulture, administrative office,
restaurants, banquet halls, kitchen, public toilets, the
disposal of garbage, sanitation, hygiene, safety and pest
control of the entire hotel fall under housekeeping
department. Not only the resident guests get impression of
the hotel but also no resident guests who come to the
restaurants or to attend banquets parties can judge the
standards of the hotel by the cleanliness maintained. A
clean and hygienic surrounding is required also for the
staff working in the hotel as a congenial atmosphere help
them to create a pleasant mental temperament.

45
 UNIFORM ROOM
The most important function of the uniform room is to store
the uniform of the staff in a systematic manner. The soil
uniform are given by the linen maid to the laundry. The
uniform needed to be mended are done by the tailors. Any
repair to be done of room linen is done here. When the
employee deposits his or her uniform, soil cloths are kept
in different trolleys. The ordinary wash cloths are kept
separately from the dark clothes. Clothes which are to be
dry washed and kitchen uniforms are kept separately. The
uniform room operates from 6:00 am to 6:00 pm with one
uniform attendant and one tailor to look after the smooth
operations of the Uniform Room.

46
 HOUSKEEPING DESK
The desk housekeeper is responsible for coordinating the
duties of the floor and public area supervisor also forms a
linen between the front office and other departments of the
hotel. All guests call coming in the housekeeping office are
received here. The desk clerk room attendance or
maintenance. The desk house keeper has to manage the
computer terminals. He or she has to clear the room on
the terminal as and when checked out rooms are made
ready. He or she pages the housekeeper and the room
attendants to let them know about the fresh checked out
rooms are made ready. He or she pages the housekeeper
and the room attendants to let them know about the fresh
checked out rooms. Briefing points are given by the
executive housekeeper to the floor supervisor and by the
floor supervisors to the attendants.

The executive Housekeeper briefs the floor supervisor

about the cleaning programmes of the entire hotel
renovation methods for the consistency of the department
such as introduction of contract cleaning.

47
 The Housekeeping desk is 24hours operational to assist
guests with their requests. The floor supervisor briefs the
chambermaids and housemen about :
• Focal activities of the week.
• VIP guests.
• Priority given to the work according the occupancy level.
• Proper usage of detergents
• Meeting guest complaints.

Some of the registers maintained by the desk housekeeper are:

Call Register There are different types of calls - Service Call,
Maintenance call and Special Service Call. Service calls usually
come from the guest, maintenance calls come from any of the
public area or floor houskeeper and usually include carpentry,
painting, tailoring and electrical maintenance. Special service
calls come from the guest when he requires which are not
provided in the room such as comb, razor, cream etc.
Departure Register The departure and check out of guests are
updated in the computer by the front office cashier. As soon as
the desk housekeeper locates a new check out in the terminal,
she informs the housekeeper or room attendants on the

48
required floor, similarly when the room is ready the desk
housekeeper enters it in the terminal.
House Keepers Departure Register This help to see the room
number of outs and time at which it was informed to the desk
and the time it was cleared.
Tailors Book The complain received from the rooms regarding
mending or repairing of any upholstery, carpet, shower curtains
etc. is written in this book.

LOST AND FOUND REGISTER

If any belongings of the guest is found in the room or in the
public area after the guest has left, then it is entered in the Lost
and Found Register which has column for description of articles,
finder’s name, where he has found, who has registered it, to
whom it was handed to etc. the description of the articles,
place and time sound is noted in a white slip. The slip is stapled
with the article and kept in the lost and found cupboard in the
housekeeping office. Usually the article is kept for six months
after that the
article is handed over to the guest following the necessary
procedure.

49
 KEY REGISTER
The desk housekeeper makes sure that the house keeper and
the room attendants sign the key register when they take it and
return it.
The Night Shift Desk Housekeeper is also responsible for setting
up Housekeeping Attendants Trolley.
This trolley has been designed to facilitate service to the Guest
Room. Save time, energy and increases efficiency. The trolley
should always be well maintained and handled with care. All
items are to be stacked neatly and maintained
throughout the shift. Trolleys to be set at the beginning of the
morning shift and replenished when necessary. At the end of
the shift, trolley to be returned to the Floor Linen Room
emptied and cleaned. One trolley is to be set for the Late
Departure Shift.
Soiled linen section holds, soiled linen for four rooms, to be
emptied when full.

REPORTS COMMONLY USED IN HOUSE KEEPING

DEPARTMENT
1. House Keeper’s Room Report It is made three times a day.
This is a simple report having a column for room number and

50
two other column for status and number of persons staying in
the room. Out of three copies one copy goes to Front Office.
The code used are : O : Occupied. R : Repairs L : Luggage, Bed
unused. V : Vacant. N : Not Occupied. NO : Luggage.
2. Room Discrepancy Report This report originates due to the
tallying of the Housekeeping Report and Night Auditors Report.
Done in front office department and discrepancies are noted
down which are checked by the bell boys through Cashier.
3. Room Attendants Checklist This list helps the room attendant
to have a double check confirmation. It contains a list of
supplies. It is carried by the floor supervisor.
4. Room Attendant’s Report This is for writing the
Housekeeper’s Room Report. There is a column for room
number, a column for status and another for persons.
5. Uniform Exchange Slip This is filled for the exchange of fresh
linen against soiled one in Uniform room and Laundry.
6. Linen Exchange Form It is filled at the time of exchange of
soiled linen for fresh ones. The linen room supervisor fills it.
7. Housekeeper Daily Linen Report It is to keep track of all the
soiled linen sent to the laundry an also all the fresh and clean
ones in the laundry.

51
 GUEST SPECIAL REQUEST
Sometimes guest requests specially or extra or additional things
to the housekeeping Request for blanket or pillows are normal
request. Other than this, guest may also request for services like
shoe polish, secretarial service, mending jobs etc. Hotels also
have got provision of certain items, which they give as loan to
the guests. These are type-writer, hair dryer, pair of scissors,
iron and ironing board. Extra beds are also provided by the
hotel. This has to be charged to the guest and thus reception
should get notification for it.

SPRING CLEANING
Nowadays the concept of spring cleaning is no longer carried
out. A number of rooms are not blocked at a time since it would
affect the revenue of the hotel. There are weekly focuses on
special activities. There is a floor activity sheet which is
prepared by the assistant executive housekeeper and the sheet
is put up on the notice board of the pantry. Focus on the
activities of the week varies from floor to floor. While preparing
the sheet it is seen that all areas of the room are properly
cleaned.

52
 For example if the focus of the week is towel rack cleaning,
then the chambermaid will clean the towel racks with extra care
while performing her usual work such as making of beds,
cleaning the bathrooms and hovering the room.

However there are certain activities which are not performed

by the chambermaids such as carpet shampooing, is done by
the housemen and tile polishing is done by the maintenance
department.
If any repair work has to be done in a room then the room is
blocked for a period of time required for the completion of the
work and the work is carried out.

ACTIVITIES OF THE HOUSEMEN

• Cleaning of the service landing.
• Guest elevator cleaning.
• Dusting picture frames and window panels.
• Vacuum cleaning guest corridors.
• Collecting the soiled linen form the pantry and dumping it to
the laundry.

53
• Linen distribution from the linen room and placing in the
pantry and also sometimes placing the linen on the
chambermaid’s trolley.
• Brass polishing.
• Bringing of supplies from the stores and arranging in the floor
pantry.
• Special cleaning which includes cleaning room windows,
balcony, brass polishing the articles in the room, high dusting
and low dusting.

LAUNDRY
All the functions of washing and cleaning and ironing or
pressing of the hotel linen and uniform as well as the revenue
producing function of laundering the guest linen is done by the
on premises laundry of THE OBEROI KOLKATA. The laundry is
well equipped with various machines for the purpose of
washing, dry cleaning, pressing and ironing. ORGANISATION
CHART LAUNDRY MANAGER. DESK ATTENDANT. SUPERVISOR.
OPERATORS. MAJOR FUNCTIONS.
• Washing and dry-cleaning guest laundry.
• Pressing or ironing guest laundry.
• Mending and repair of guest laundry.

54
• Washing in – house linen.
• Pressing bed linen and guest linen.
• Washing and dry cleaning staff uniform.
• Ironing and pressings staff uniform.
• Stain removal from laundry being processed before washing
or cleaning.
• Conducting check on the hardness of water.
• To control the energy being used and participate
constructively in energy conservation.

WORK PROCEDURE OF GUEST LAUNDRY

1. COLLECTION: The laundry is collected from floors either with

the indication of ”collect my laundry “ card hung at the door or
when the guest calls for services. The clothes are tallied against
the list. All calls are entered in the card by the valet.
2. MARKING: All guest laundry is marked on a marking machine.
Usually the code indicates the day and the room no from which
the article is collected. For dry cleaning a tag is attached which
has room no. and total pieces sent for dry cleaning.

55
3. SORTING: All items are sorted into whites and colours (for
laundering and dry cleaning). Very dark colour garments are
washed separately from colored garments. The sorter also
checks for any instruction s for laundering the garments.
4. WASHING / DRY CLEANING: the garments are either washed
or dry-cleaned. Usually they put as a lot of whites, colours and
dark colours. They are also washed separately when the fabric
textures differs.
5. DRYING: all garments are dried in a tumble dryer unless the
instruction state otherwise. Post-wash stain removal check is
carried out to ensure that no stains are left on the laundry.
6. PRESSING: the items are ironed at the shirt unit, steam press,
hot head and hand press as required.
7. FOLDING: all items are sent on hangers if specified by the
guest, otherwise the shirts are folded and packed. Similarly
other laundry is neatly folded or put on hangers such as
trousers, suit, ladies suits, saris etc.
8. TALLYING: all the items are items are tallying against the
laundry or dry cleaning list and packed. Laundry slip is attached.

56
 FRONT OFFICE

INTRODUCTION
In countries throughout the world, the steady and continual
increase in size of tourist and hospitality industry continues. In
order to accommodate the world’s travellers, the Hotel industry
is also increasing to keep up with the demand. For many people
the look , design and location that creates the important and
lasting impression.
However, the hotel industry is highly people oriented. It is
effectiveness, efficiency and warmth of this people, which is
what creates the lasting impression, and it is these same people

57
who, by their attitude and friendliness, subconsciously attract
guest back to the hotel.
Very often the first and the last place the guest comes into
direct contact with the hotel is the Front Desk. It is the Front
Office , which forms the basic foundation for the hotel staff and
guest relation in future. Its primary function is the sale of guest
rooms available in the hotel by following a series of preset
procedures consisting mainly of reservation followed by
registration and assigning room to the customers.
Front office is termed as the power house of the hotel. It plays a
major role in the operation of any hotel. It is believed that room
sale is the most profiting mode of income of the hotel, Revenue
collected from the room sales contributes much more than any
other departments consisting more than 70% of the total sale.
Thus we see that the primary objective of the front office is to
receive the guest, give them a warm welcome, assign them
rooms keeping in mind their taste and preferences and be a
customer friendly interface between the hotel and the guest.
This extremely important department is one of the first points
of 1st points contact of the guest has with the hotel, and can
leave a lasting impression on the mind of guest about quality of
service provided. It is therefore, crucial for all Front office
personnel to be constantly aware of this fact and realize that, in

58
addition to their routine functions, they are also salesman for
their hotel and the other hotels in the group.
The front office is the nerve centre of the hotel.
The Front office department is divided into subsystems. The
major subsystems are :
• Reservation.
• Reception.
• Front Office Cash.
• Concierge.
• Bell Desk.
• Guest Relations / Lobby Manager’s Desk.
• Travel Desk.
• Business Centre.
• Telephones.
• Health Club and Swimming Pool

59
 RESERVATION
The major task of the reservations is to receive reservations. It
could be over the phone or mostly it is through e-mails
nowadays.
Accordingly, it sends confirmation letters to the guests.
Job Description of the Reservation Supervisor :
• Handling of reservation request.
• Acknowledgement of current group bookings.
• Knowing of modes of making reservations for groups and FIT’s
and the groups.
• Handling of amendments and cancellations.
• Blocking of rooms for groups and then booking of rooms in
the name of individual person.
• Knowing of special rates and credit facilities offered to various
companies and individuals. Points to be kept in mind while
making a group reservation :
• Routing Instructions This means that the guest pays room and
tax only or with meal or direct payment.
• Group This means number of people per group, in addition
any discount for tour leader or on individual basis.

60
• Room Type Generally a group information sheet is sent five
days prior to the arrival date informing group strength, flight
details, time of arrival at the Hotel, meal arrangements special
instruction and finally billing instructions. Generally the group
reservations are routed through OCRS (Oberoi Central
Reservation System), which time to time advises the group
movement to the hotel. Procedure:
• Pick up blank correspondences and write all available
information as per F.I.T. bookings.
• Meantime see availability.
• Credibility of travel agent.
• Billing instructions.
• Enter into the computer by selecting “Standard Group
Module”. The Reception Department is a part of the Front Desk
Pre registration and registration of guests take place at the
reception in The Oberoi Grand. Preregistration during the night
shift the Registration Cards are printed, printed, pinned with
key cares. Welcome letters and errand cards and are arranged
alphabetically and kept into various slots. These Registration
Cards are of those guests who are to arrive next day. In the
morning shift amenity vouchers are made of those guests who
are to arrive that day and are sent to the housekeeping
department and room service.

61
During registration a guest comes to the reception and says that
he wants to check in. The supervisor in charge takes out the reg.
Card and asks the guest for his i.d. card. The supervisor fills the
address in the reg. Card and asks the guest to sign it. He also
allots the room to the guest and hands over the key card and
welcome letter to him. An entry is made in the errand card
mentioning the time of arrival and is kept on the wing card
machine. In case of foreigners, passport details are asked to be
filled up by him a copy of which goes to F.R.R.O and the
remaining copy stays with the hotel. The other supervisor
escorts the guest to the room.
In case of V.I.P.s, the G.R.E. escorts the guest to his room and he
is given welcome drinks.
In case of V.I.P.s, express check in takes place whereby the
supervisor escorts the guest to his room and completes all the
registration formalities. In case of groups a rooming list is
provided to the group by the supervisor. After the guest has
checked in his profile in the computer is updated as well as
guest history.

62
 DAILY RESERVATIONS PROCESS
Daily reservations reserved
• Via Tel, Fax, Telex, Network etc.
• Correspondence made / documentations, related papers
attached properly.
• Enter into computer and send confirmation letter same day.
• Correspondence made and kept by date / month in a rack.
Next Day Arrivals
• Keep alphabetically and tally the report.
• Check rate / company affiliation / market segments / airport
pickup.
• VIP Checking / proper instructions to the cars / Concierge.
• Hand over airport assistance to concierge.

GUARANTEED RESERVATIONS
It is essential to ensure that no-shows are minimized and
revenue potential is maximized.
To ensure this happens, the guest is requested to ‘guarantee’
the reservation.

63
It must be held till 12 p.m. the following day the rooms may be
released after 12:00 p.m. if the guest has still not checked in the
hotel.
Guaranteed reservation ensures the guest has a room even if he
arrives after 6:00 p.m. Guaranteed methods by giving:
• Credit Card No.
• Cash Deposit for One Night.
• Travel Agent Billing Voucher.
• Network Booking i.e.; trust / letter etc

LAYOVER PASSENGERS

Airlines send layover passengers with individual vouchers which

have specific instructions as to what the airline will pay for.
These vouchers should be collected and attached to the
registration card when the guest checks in proper notations
should be made on their accounts so that the correct extra
charges if any can be collected from them on their departure. In
the absence of such a voucher only a written authorization
signed by an official of the airline outlining the exact nature of

64
the services to be provided along with the name of the
passengers will be accepted.

CERTAIN CODES USED IN THE SYSTEM

B Breakfast.

DP Direct Payment.

BTC Bill to Company.

FS Free Sale.

KK Confirmed.

HD Holding Confirmed.

NN Now Needed

CO Commission Only

CC Credit and Commission.

NA Not Applicable.

CK Check.

FIT Frequent Individual Traveller.

GIT Group Individual Traveller.

LHW Leading Hotels of the World.

STOP Silver Top

OCTHP Oberoi Corporation Travel and Holiday Plan.

65
 TARGET MARKETS
The target market comprises of mainly business and leisure
guests.
85% of the market comprises of business guests and the rest
consists of leisure guests. Further segments of the business
guests are as the followings :
Crew, Layover, Delegation, GCR (Guaranteed Corporate Rates),
STPC and reservation coming through GDS. The organization
has special rates for the companies. There are special packages
for the Crew.
Leisure guests go to the restaurants and avail of the health club
and gym more frequently than the business guest. Business
guests avail of the conference rooms and business center
facilities much more.
Business guests stay for a shorter period of time and they
generally go to the coffee shop on a wider basis. The leisure
guests have more time in their hands and go to the specialty
restaurants. Accordingly the hotel plans the market of the
restaurants, tries to introduces modern business facilities.
Usually business guests avail of laptops and fax machines.

66
 TYPES OF GUEST ROOMS
To cater to different needs of their customers, Hotels usually
provide a variety of accommodation products. In other words, the
hotel offers different types of guest rooms for sale, which may vary
in sizes, décor or view. In addition to this , Hotels, also
supply special types of accommodation for particular types of guest
e.g.Executive floors for business people or Suites for VIPs.
Rooms can be classified as follows:
1. Number and size of beds per room
• Twin Room : Room with two single beds.
• Double Room : Rooms with one large bed.
• Suites : Rooms with two distinct areas i.e. one for sleeping and
one as lounge area.
2. Décor, room size and view
Hotel guest rooms may be grouped into standard, superior and
deluxe rooms according to their décor i.e. furniture and fittings,
as well as size and situation. Hotel rooms has different views
based on the area they overlook. The hotel offers rooms with
following views: City view Pool view Courtyard view
The more luxurious rooms i.e. the suites also have similar views. No
two views in the hotel are same. Each of them have separate
themes inspired by the rich heritage of the country.

67
 INTERACTION BETWEEN GUEST AND THE HOTEL

During the hotel stay, a guest may require certain services from
and engage in various transactions with the hotel. One or the
other section of the hotel front office mostly handles these.
Following are the example of interaction of the guest and the
hotel at different stages of his\ her stay:
Pre - arrival • Reservation Office: For reservation of room and
assigning pick up for self.
ARRIVAL
1. Reception: For Registration, Room assignment and issuing of
keys.
2. Bell Desk: For baggage handling and escorting to the guest.
OCCUPANCY
• Front Desk: For currency exchange, safe deposits of valuable
articles and maintaining guest accounts.
3. Telephone: For telephone calls. 3. Concierge: For guest
mails and other information. 4. Bell desk: For
transportation and newspapers. 5. Business Center: For
various facilities like BOARD ROOM, E-mail, FAX etc.

68
 RECEPTION

It plays an important role in the front office setup. This is the

first section where the guest comes in contact with the hotel
employee.
It is located in the Front Office and it deals with functions, the
main one being checking in or allotting rooms for individuals or
groups.
When the guest arrives at the hotel, he first approaches the
reception counter to give in his name if he has a reservation. If
the guest has booked a room in advance then a reservation card
with all the details are printed and kept ready.
The key card is filled up & the appropriate key is placed in the
card and handed over to the guest. For registration everything
is done on the computer.
Hence manual labour is saved as the guest check in and charges
are billed directly through the computer as the entire hotel
operation runs in the computer. A group coordinator always
awaits the group to check in.
The group leader is then taken to the bell desk, here the group
co- ordinator checks with the rooming lists. The group
coordinator allots the key along with the key cards. The

69
rooming list is also needed to identify the guest baggage. The
bellboys then carry the baggage up and in this manner a group
is checked in.

ROOMING LIST
This is like a form, which stays with the group co coordinator. It
is needed during the time of checking in of a group.
It states all the names and the number of people in that group,
in the order they want to stay.
This means that the type of room whether they are single,
double and triple is mentioned. It is through this list that the
rooms are allotted and the guest baggage is identified.

DEPARTURE FUNCTION:
1. When the guest settles their bills, the registration card and
the keys are given to the reception.
2. Keys are kept back in place.
3. An entry is made in the departure information sheet for
departments like :- *Housekeeping *Room service *Telephone&
telex.

70
4. Inform the housekeeping over the telephone or Triton so that
the concerned housekeeper can attend the departure room.
5. Make entry in the departure register.

ROOM CHANGE
In case of room change, a change slip is filled in. Four copies are
prepared. They are for the following departments: *Bill
department copy *Room service copy *Housekeeping copy
*Telephone copy

MAINTENANCE
In case of a maintenance work, in the Reception. A
maintenance order is filled. It is prepared in duplicate

GUEST REGISTRATION FORM

This particular form is presented to the guest when he checks in
& it mainly consist of Name, Address, Organization, Destination
& Nationality and in case of foreigners it Contains his passport
number details along with Room number.
Date of arrival and departure, the mode of payment. Finally the
guest has to sign declaring that he will release the room by
check out time whatever it is on the departure date.

71
 ROOM KEY CARD
Room key card is issued by the receptionist of the Front office
department to the guest, who checks in the hotel. It is a card,
which is issued as a identification card by the guest in the hotel,
while requesting for the key, signing in the restaurants, bar and
on check out. On one side of the card it contains Name, room
no, rate, arrival and departure and on one side is the different
outlet of the hotel along with their timings are mentioned.

RESERVATION CARD:
Reservation card is one that is filled in at the time of check in.
The details extended are: -
• NAME OF THE GUEST.
• DESIGNATION AND OCCUPATION OF GUEST
• NATIONALITY.
• DATE AND PLACE OF ISSUE OF PASSPORT.
• DURATION OF STAY IN INDIA.
• PERMANENT ADDRESS
• ARRIVED FROM

72
• IF EMPLOYED IN INDIA
• REGISTRATION CERTIFICATE NUMBER
• DATE & PLACE OF ISSUE.
• NUMBER OF PERSONS STAYING.

CASHIER
The cashier is located adjoining the reception and information
counter but is situated at the corner. It does not face the entrance
through the lobby. Its main function is to maintain guest folios. The
posting of charges from departmental vouchers to the guest bills is
carried out here. At checkout time cashiers closes the bills/ folios.
The second copy of the registration card of the guest is attached
along with his correspondence and is placed here. All the
miscellaneous bills are immediately added to the room bill and fed
in the computer.
Apart from this the cashier is in charge of handling petty cash and
to keep safe custody of guest valuables. If valuables are lost in the
rooms then the hotel is responsible for such losses. If a guest
wishes to make use of safety vault, then the cashiers issues it and
the rent is charged.
The Cashier department is important but equally risky as there is an
inflow and out flow of lot of money every day.

73
 SETTLEMENT OF BILLS.
METHODS
Even through legal tender cash is the only method that
customers may utilize to settle their bills there are many other
types of payments that hotel willingly receive, all of them will
be common to every hotel, but there are more usual payments
with which cashiers must be familiar and it is generally up to
the policy of the hotels managements as to which are taken
settlement of the bill.
When dealing with cash the cashier must always keep the
amount given in payment separate from the float until the
change has been counted back.
Foreign currency is increasingly popular as a mode of payment.
In many hotels the payment is intended by cheque, which may
be cashed at the time of registration, the bill may have to be
settled 3 or 4 days before the guest lives in order to guarantee
that cheque is clear. Payment may also be made from a
Travellers Cheque as it is widely accepted and a secure mode of
payment.
An increasingly popular method of payments being used in
hotels restaurants in the credit card, which has really gained
popularity in the country.

74
 Apart from settlements of bills the cashier has the
responsibility for protecting guests valuables. A system of safety
deposit boxes or a separate safe may well be utility for the safe
custody of guest valuables.

FOREIGN EXCHANGE
The foreign exchange can be exchanged for Indian currency at
the Cashiers. The rate of exchange of currency is taken from
Reserve Bank of India every day. An exchange form has to be
filled up, the original copy is given to the guest and the foreign
exchange is stapled with the other copy of the guest.

SAFE DEPOSIT
The cashier issues safe deposit card to the in house guest who
wishes to deposit their valuables in the Safe Deposit Boxes. This
card contains the name of the guest, room no., address and
finally the box number, allotted to the guest & signature of the
guest as well as the person who delivers the key.

BILLING INSTRUCTION
Guest can settle their bills directly by cash, credit card and
travellers checks. Guests who have the facility of charging bills
to their company, Bills can be send to the company provided it
is on the hotels credit list or approved company.

75
 BILL TO COMPANY /BTC
Instructions must be received in writing on the company letter
head, this must mention the mailing address of the company
and should also mention to whose attention the bills has to be
sent.
Similarly for travel agents the vouchers must be mentioned the
entitlement of the guest clearly, specifying what component of
the bill has to be settled by the travel agent and what part by
the guest himself.
Billing letters when received are photocopied. The original copy
is sent to the city ledger for the collection of dues and
duplicates are retained with the correspondence. Sometimes
the billing instruction may be received through the IRS or
Regional Sales Office of companies i.e., The Lalit Contact enter,
which are not in the credit list. In this case the name of the
person authorizing credit must be clearly mentioned.
Front Office cash is one of the major areas, in the Front Office
department. It is the last area where the guest comes in contact
with while leaving the hotel. It deals with the settlement of all
the bills of expenses incurred by the guest during the entire stay
in the hotel. This bills includes the Telephone Charges,
Room

76
Charges, Restaurants Charges, Minibar Charges, & other
Miscellaneous charges.
The cashier at the lalit is responsible for posting charge,
checking out of guests and handling of foreign currency.
There is a team of 5 cashiers who work on different shifts.
Posting of Charges
The cashier tallies with the vouchers received from the various
points of sales and sees to it that the various guest charges are
posted. He posts charges for those departments which do not
have micros. He uses a software as Fidelio.
Checking out of Guests
The cashier the bill to the guest while he checks out. A copy of
the bill is given to the guest and a copy of the bill remains with
the cashier which at the end of the day goes to the Night
Auditor. In case of Bill of Company or other unsettled bills he
makes an entry in the cityledger which is followed up by the
Accounts department.

FRONT OFFICE ACCOUNTING CYCLE T

here are three important stages in the Front Office accounting
cycle these are :-
• Creation of accounts

77
• Maintenance of accounts
• Settlement of accounts Maintenance of accounts: The act of
recording the transaction on to the guest folio is called posting.
There are two types posting:
• Credit entry.
• Debit entry. CASHIER Primary function: Responsible for all the
cash transactions in the Front Office. Duties & Responsibilities:
• Handles all hotels cash transaction of the guest.
• Maintained sales register and the guest folio.
• Closes guest bill at the time of check- out.
• Prepares luggage slip for the clearing of guest luggage at the
time of check out.
• Deals with foreign exchange regulation.

CONCIERGE AT THE HOTEL RESPONSIBILITIES

• Recommends and develops appropriate service concepts,
facilities and amenities as meets guest expectation and future
needs.
• Develops and maintains Concierge services as an absolute
representative “Face of the Hotel” there by adding value to the
overall image of the unit.

78
• Concierge is completely responsible for the smooth
operations of the department and to make sure that the
department is updated and has full knowledge local attractions
and provides hotel guest with information on the city and sight
being tours.
• Provides a dependable, professional limousine service to the
guest as per the organizational standards.
• Ensure proper ticketing and other travel arrangements for the
in-house guest.
• Facilitates within organizational norms, any internal or
external errand/ services a guest may request for.
• Responsible for ensuring reservation for guest in desired
outlets, hotels entertainments and service facilities.
• Defines the organization of work within the department
including the assignments, schedules and vacations for the staff.
• The concierge is responsible for running errands of the guests
and delivering mails, message, parcels, DVDs and other
requests.
• There are concierge log book and fax registers.
• The basic aim of the Front Office through Concierge is to earn
revenue.

79
• Its basic strategies and designed in a way to ensure maximum
guest satisfaction.
• Ensures all records/ documentation is properly maintained as
per the requirement of the organization.
• Ensures the smooth operation at the airport to make sure that
assistance is provided to pre-designated guest on arrival and
departure.
• Concierge is responsible for the availability of cellular phones
either from the stocks or arranging from mental agency.
• Responsible to make arrangements for charter aircrafts
through the Oberoi air service.

BELL DESK
On the Arrival, guest luggage is taken in the trolley with the
guest to the reception and the Bell Boy waits to get the check in
procedure completed. Luggage is carried along with the Guest
to his room. Guest is explained about the fittings facilities in the
room. Bell Boy errand card (arrival) is updated at the time of
carrying the luggage and then filled in and maintained.
Arrival departure of the guest is notified in the bell captains
control sheet. Scanty baggage guest are marked and the report

80
is signed from the reception (even in case of the regular guest).
The Bell Desk is Responsible for the following functions:
• Handling of baggage which includes carrying of luggage and
bringing it from the rooms.
• Monitoring luggage room.
• Purchasing stamps for guests.
• Delivering of News Papers. Documents Maintained are :
• Lobby attendant control sheet.
• Bell desk log book.
• Left luggage register.
• Newspaper bag register. Function of the BELL DESK.
• Morning newspaper are sorted and delivered outside the
room by the night shifts.
• Guest is explained about the hotel and the room facilities
including minibar on check-in.
• Guest baggage is handled and carried to rooms on check- in
and removed and brought to the Lobby during checkout.
• Errand card made for arrivals and departures, and arrival
cards given by reception at the check-in time.
• Maintaining baggage in the luggage room free of cost.

81
• International newspaper received and distributed.
• In house, Room verification and expected arrival report is
resigned and newspaper request list completed
• In luggage handling arrivals cards are given by reception,
which are filled up and maintained. Whereas departure cards
are made at bell desk.
• Guest luggage is stored in luggage room for which tags are
attached to the luggage and receipts given to the guest and the
luggage register complete Log book maintained by the shift
captain.

Luggage
Room The luggage room is next to bell desk and has racks to
store the luggage properly. When a guest request for his
luggage to be stored in the luggage room, a tag is attached to
the luggage and receipt given to the guest with room no. date,
and the number and type of luggage.
A luggage room register is maintained which is then cancelled
when the guest takes back his luggage.

82
 DEPARTURE
BELL BOY ERRAND CARD
When a guest is checking out then a departure card is given to
the bell boy, till the time the bell boy is in the room he also has
to check if all the equipment is in perfect cooking order and has
no damage. It notes down the attendant Numbers, Date, Room
Number, guests Name, clearance from Cashier, reception,
Information.

RESERVATIONS
Reservation as the name suggest handles reservations of
rooms. Out station reservation are taken by the
OCC.Reservations are the backbone of the Front Office and are
supported by Sales and Marketing Division for Reservation.
Main Functions
• Accept request for accommodation.
• Confirm / wait list/ refuse (as per status or instruction).
• Create a folio for the guest.
• Maintain correspondence.
• Update, cancel existing reservations.

83
• Prepare various month end status Discount Booking for The
lalit
* represents compulsory fields) Checkin Date:
* Checkout Date:
* No. of Persons: Adults: Children:
Rooms
airport transfer: Arrival: Departure:
Required: Single: Double:
Triple: Would you like
Any Preferences:
Contact Information:
Your Name:
* Your E-Mail:
* Nationality: Indian Resident Non
Indian Resident
Phone:
Include Country/Area Code
Fax:
Include Country/Area Code

84
Street Address:
City:
State:
Zip/Postal Code:
Country:*

DUTY MANAGER/ LOBBY MANAGER

1. Excellent co- ordination with the reception, reservation &
concierge.
2. Should know the function of each section including the bell
captain.
3 Develop memory. Remember the names of the regular guests
& V.I.P guest.
• Current activities in the restaurants and. Shopping arcade –
various shops. Airlines and their offices in the premises. To
liaison with the respective department heads concerned.
• Should be fully conversant with the arrival procedures arrival
list with instruction, VIPs staying for the day & for the next day
position of the house.
• This manager is more concerned with the rapport with the
guest than any actual paper work as the F.O. Manager.

85
 CONCLUSION

The experience of Industrial Training at The lalit new delhi

was a learning one where I not only got a hands on
experience by working in the four core departments of the
Hotel Operations but also gained knowledge about the
technicality of hotel operations and newer methods of
operation that the hotel uses. I understood how the hotel
works on a daily basis and saw how keeping the guests
happy was a continuous process and the joint effort of all
the staff of the hotel.
Needless to say that this experience was a highly
enriching and educative one as I went on from one
department to other, met and got the opportunity to train
under several highly respected senior professionals of the
hospitality industry.
I learnt that every individual is different & that everyone
has something unique to offer to make the guest's
experience a memorable one

86