NEHRU ARTS AND SCIENCE COLLEGE

(Autonomous)
NEHRU GARDENS THIRUMALAYAMPALAYAM, Coimbatore-641105

DEPARTMENT OF CATERING SCIENCE AND HOTEL

MANAGEMENT BATCH (2020-2023)

INDUSTRIAL EXPOSURE TRAINING REPORT

FOUR POINTS BY SHERATON,MAHABALIPURAM
Submitted by
CHANDRA HASAN S
REG NO:20UGCH011

1
 NEHRU ARTS AND SCIENCE
COLLEGE
(Autonomous)
COIMBATORE -641105

CERTIFICATE
„INDUSTRIAL EXPOSURE TRAINING REPORT’

BONAFIDE WORK DONE BY

CHANDRA HASAN S

Reg. No: 2 0 U G C H 0 1 1

Submitted in partial fulfilment of requirement for the award of B. Sc

degree in bachelor of

Catering Science and Hotel Management of the

Bharathiyar University, Coimbatore.

BATCH - 2020– 2023

-------------------------- ------------------------------
PRAHADEESWARAN.R MR. T.R. RAJESHPANDIAN

(FACULITY/GUIDE) (HEAD OF THE DEPARTMENT)

Submitted for Viva Voce Examination Held On -----------------------------------

--------------------------------- ------------------------------

INTERNAL EXAMINER EXTERNAL EXAMINER

2
CERTIFICATE

3
PREFACE

This is the brief summary of the Summer Training done by me at FOUR

POINTS BY SHERATON, MAHABALIPURAM. In this report I have
portrayed the hotel and the department which I had trained in my
bestpossible way.

MIDHU REG NO:

19UGCH004

4
 ACKNOWLEDGEMENT

At the outlet, I take immense pleasure in thanking

DR.B.ANIRUDHAN MA, M.PHIL., PH.D, PRINCIPAl

Nehru Arts and ScienceCollege, Coimbatore

for giving me an opportunity to undergo my Industrial Training.

My most sincere thanks to
Mr. T.R. RAJESH PANDIAN, HEAD OF THEDEPARTMENT
CATERING SCIENCE AND HOTEL MANAGEMENT, NEHRU ARTS
AND SCIENCE COLLEGE, COIMBATORE

for the valuable instruction given to me.

I express my profound gratitude to all staff in

Four points by Sheraton,Mahabalipuram
for theirgenerous help to carry on my
industrial training work in theirorganization
I extend my sincere gratitude to
MR.M.SRINIVASAN,ASSISTANTPROFESSOR,
CATERING SCIENCE AND HOTEL
MANGEMENTDEPARTMENT
NEHRU ARTS&SCIENCE COLLEGE, COIMBATORE,
for the valuable guidance and encouragement,which has helped me to
complete this industrial report successfully.
I take this opportunity to thank all teaching and non –teaching staff and
my friends who has been amoral support for me to complete the
training work successfully.

5
 DECLARATION

MIDHUN SABU VARGHESE, Register No.19UGCH004, declare that the

„INDUSTRIALEXPOSURE TRAINING REPORT‟,
is the original work done by me and to the best of
My knowledge. This report is submitted on practical fulfilment of the
requirement for the degree of
B.Sc., Catering Science and Hotel Management,
affiliated to Bharathiyar University.

MIDHUN SABU VARGHESE

Reg.No:19UGCH004

6
S.NO INDEX PAGE.NO

1 ABOUT THE PLACE 8-24

2 POPULAR HOTELS 25-35

3 ABOUT THE HOTEL 36-76

4 DEPARTMENT OF THE 77-89

HOTEL
4.1. FOODPRODUCTION
4.2. FOOD &BEVERAGE
SERVICE
4.3.FRONTOFFICE
4.4.HOUSEKEEPING
5 TRAINING
PROGRAMME

6 CONCLUSION 90

7 BIBILIOGRAPHY 91

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1. ABOUT THE PLACE

MARINA BEACH

Marina Beach is undeniably one of the most popular beaches in Chennai. It boasts of being
the second longest beach in the world. Marina Beach stretch is located opposite to many
prominent buildings in the city such as Madras University, Presidency College, Swami
Vivekananda Museum and House, AIR and various government offices.

The Marina beach runs from Fort St. George to Besant Nagar.

Sunset and sunrise at the beach is worth seeing along with the view. The beach presents an
active environment, filled with food stalls, pony rides, games, etc.

8
 ARIGNAR ANNA ZOOLOGICAL PARK

Arignar Anna Zoological Park, also known as the Vandalur Zoo, is a zoological
gardenlocated in Vandalur , is in the southwestern part of Chennai,Tamil Nadu, about 31
kilo meters (19 mi) from the Chennai Central and 15 kilo meters (9.3 mi) from Chennai
Airport. Established in 1855, it is the first public zooin India. It is affiliated with the
Central Zoo Authority of India. Spread over an area of 602 hectares (1,490 acres),
including a 92.45-hectare (228.4-acre) rescue and rehabilitation Centre, the park is the
largest zoological park in India. The zoo houses 2,553 species of flora and fauna across
1,265 acres (512 ha). As of 2012 the park houses around 1,500 wild species, including 46
endangered species, in its 160 enclosures. As of 2010, there were about 47 species of
mammals, 63 species of birds, 31 species of reptiles, 5 species of amphibians, 28 species
of fishes, and 10 species of insectsin the park. The park, with an objective to be a
repository of the state's fauna, is credited with being the second wildlife sanctuary in
Tamil Naduafter MudumalaiNational Park.

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 SEMMOZHI POONGA

Semmozhi Poonga (literally translated to "Classical Language Park") is a

botanicalgardenin Chennaiset up jointly by the Horticulture and Agricultural Engineering
department of the Government of Tamil Nadu. The garden was opened on 24 November
2010 by then chief Minister Dr . M. Karunanidhi and is the first botanical garden in the
city. The garden is located in the Cathedral Road–Anna Salaijunction, opposite the
American Consulate, on the erstwhile Drive-in Woodlands Hotel. Encompassing an area
of 20 acres (320 grounds),[2]it was built at a cost of ₹80 million. More than 500 species
of plants are being grown in the area, in addition to the 80 trees that was already in
existence during the development of the park, some of them being more than 100 years
old.

The garden features eight sub gardens displaying flora of different varieties, such as a tree
court, mural walk and bonsai, herbal and exotic gardens, in addition to an artificial duck
pond. Incorporating elements of an Indian-Buddhist garden, the garden has a wide variety
of indigenous species across 22 exclusive areas including palm court, tree court, golden
garden (featuring plants that flower in different shades of gold), water and rock garden,
butterfly garden, fern garden, sunken garden and theme garden.

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 BURMA BAZAAR
Burma Bazaar is a market run byBurmeserefugeesinChennai,India. It is located atParisCornerand
is one of the several unorganized or grey market shopping hubs of Chennai. The bazaar was set up
in 1969 by theGovernment of Tamil Nadu. It is located just outside theChennai Beach railway
station, in the old financial district of the city atGeorge Town. It is a row of about 200 shops that
line either side of the road for about a kilometer.

Burma Bazaar was established by Burmese immigrants, who wereTamilrefugees who

fledMyanmarduring the early 1960s. The government set aside land for the Tamil refugees
returning from Burma during the 1960s. The bazaar is run by
theBurmaTamizharMarumalarchiSangam, an association that has been set up to look after the
interests of the traders since 1966.

The bazaar extends to about a kilometre along the Chennai Beach railway station. There are an
estimated 200 shops in the bazaar. With several passengers coming out of the station every few
minutes, the market appears busy all the time. It is estimated that over 100,000 people pass
through this corridor every week.

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 CHENNAI METRO
The Chennai Metro is a rapid transitsystem serving the city of Chennai,TamilNadu,India.
The system commenced service in 2015 after partially opening the first phase of the
project. The network consists of two color-codedlines covering a length of 45
kilometer‟s (28 mi). It is the third largest metro system in India after DelhiMetroand
Hyderabad Metro. The Chennai Metro Rail Limited (CMRL), a joint venture between
Government of Indiaand the Government of Tamil Nadubuilt and operates the Chennai
Metro. The system has a mix of underground and elevated stations and uses standard
gauge. The services operate daily between 4:30 and 23:00 with a varying frequency of
10 to 20 minutes. As of March 2019, about 90,000 people use the service on a daily
basis. There are 42 trains with four coaches each, making a total of 168 coaches,
operating in the first phase.

The system has also planned to takeover the existing Chennai Mass Rapid Transit
Systemby 2021, which would be upgraded to operate using the rolling stock of the
Chennai
Metro. CMRL was recognized by the International Association of Public Transportin
2011.

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 MAHABALIPURAM

Mahabalipuram, also known as Mamallapuram, is a town in Chengalpattu

district in the south eastern Indian state of Tamil Nadu, best known for the
UNESCO World Heritage Site of 7th- and 8th-century Hindu Group of
Monuments at Mahabalipuram. It is one of the famous tourist sites in
India.

Mahabalipuram was one of two major port cities in the Pallava

kingdom. The town was named after Pallava king
Narasimhavarman I, who was also known as Mahabali. Along with
economic prosperity, it became the site of a group of royal
monuments, many carved out of the living rock. These are dated to
the 7th and 8th centuries: rathas (temples in the form of chariots),
mandapas (cave sanctuaries), the giant open-air rock relief the
Descent of the Ganges, and the Shore Temple dedicated to Shiva.
The contemporary town plan was established by the British Raj in
1827.

History

The 1st century BCE have been discovered near Mahabalipuram.

The Sangam age poempermpanarruppatairelates the rule of King
Thondaiman Ilam Thiraiyar at Kanchipuram of the Tondai Nadu
port Nirppeyyaru which scholars identify with the present-day
Mahabalipuram. Chinese coins and Roman coins of Theodosius in
the 4th century CE have been found at Mahabalipuram revealing
the port as an active hub of global trade in the late classical period.
Two Pallava coins bearing legends read as Srihari and Srinidhi have
been found at Mahabalipuram. The Pallava kings ruled
Mahabalipuram from Kanchipuram; the capital of the Pallava
dynasty from the 3rd century to 9th century CE, and used the port

13
to launch trade and diplomatic missions to Sri Lanka and Southeast
Asia. An 8th-century Tamil text written by Thirumangai Alvar
described this place as Sea Mountain „where the ships rode at
anchor bent to the point of breaking laden as they were with wealth,
big trunked elephants and gems of nine varieties in heaps‟ The
temples of Mahabalipuram, portraying events described in the
Mahabharata, were built largely during the reigns of King
Narasimhavarman and his successor Rajasimhavarman and show
the movement from rock-cut architecture to structural building. The
city of Mahabalipuram was founded by the Pallava king
Narasimhavarman in the 7th century AD. The mandapa or pavilions
and the rathas or shrines shaped as temple chariots are hewn from
the granite rock face, while the famed Shore Temple, erected half a
century later, is built from dressed stone. What makes
Mahabalipuram so culturally resonant are the influences it absorbs
and disseminates. The Shore Temple includes many reliefs,
including one 100 feet (30 m) long and 45 feet (14 m) high,
carved out o granite. The temples of Mahabalipuram, portraying
events described in the Mahabharata, were built largely during the
reigns of King Narasimhavarman and his successor
Rajasimhavarman and show the movement from rock-cut
architecture to structural building. The city of Mahabalipuram was
founded by the Pallava king Narasimhavarman in the 7th century
AD.

14
PLACES OF INTERESTS IN MAHABALIPURAM

15
16
17
18
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20
2. POPULAR HOTELS

The Leela Palace Chennai

Taj Club House

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InterContinental Chennai Mahabalipuram

Taj Coromandel

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 ITC Grand Chola

Hilton Chennai

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3. ABOUT THE HOTEL

FOUR POINTS BY SHERATON

Four Points by Sheraton is a brand of hotels targeted towards business
travelers and Small conventions. It is owned by Starwood Hotels & Resorts,
which is a subsidiary of Marriott International. The group operate more than
300 hotels worldwide under the Four Points by Sheraton brand. Four Points
by Sheraton operates hotels on six continents, including nine in Africa, 127 In
the Asia Pacific region, twenty-five in Europe, ten in the Middle East, 187 in
North America, and twelve in South America

HISTORY

In April 1995, Sheraton Hotels and Resorts introduced a new hotel brand,
Four Points By Sheraton Hotels, to replace the designation of certain hotels as
Sheraton Inns. In 1998, Starwood Hotels & Resorts Worldwide, Inc. acquired
ITT Sheraton, outbidding Hilton. In 2000, Starwood re-launched Four Points
by Sheraton, now targeted as a Premier upscale hotel chain for business and
leisure travelers. Four Points hotels also Have a “Best Brews Program” and a
chief beer officer, Scott Kerkmans, who selects Craft beer to serve in their
hotels. Marriott International is an American multinational Diversified
hospitality company that manages and franchises a broad portfolio of hotels
And related lodging facilities. Founded by J. Willard Marriott, the company is
now led Hotel By his son, Executive Chairman Bill Marriott, and President
and Chief Executive Officer Arne Sorenson. Marriott International is the
largest hotel chain in the world.
It has 30 brands with more than 7000 properties in 130 countries and
territories around the world, over 1.2 million rooms (as of September 2017),
and an additional 195,000 Rooms in the development pipeline. It is
headquartered in Bethesda, Maryland, in the Washington, D.C. metropolitan
area.2017, Marriott was ranked #3 on Fortune‟s “100 Best Companies to
Work For” list, its twentieth appearance on the list Marriott International was
formed in 1993 when the Marriott Corporation split into two Companies,
Marriott International and Host Marriott Corporation. In 1995, Marriott was

24
the first hotel company worldwide to offer guests the option to book
reservations Online, via the company‟s implementation of MARSHA
(Marriott‟s Automatic Reservation System for Hotel Accommodations)
In April 1995, Marriott International acquired a 49% interest in Ritz-Carlton
Hotel Company LLC. Marriott International believed that it could increase
sales and profit margins for The Ritz-Carlton, a troubled chain with a
significant number of properties either losing money or barely breaking even.
The cost to Marriott was estimated to have been about $200 million in cash
and assumed debt. The next year, Marriott spent $331 million to take over The
Ritz-Carlton, Atlanta and buy a majority interest in two properties owned by
William Johnson, a real estate developer who had purchased The Ritz-Carlton,
Boston in 1983 and expanded his Ritz-Carlton holdings over the next twenty
years. The RitzCarlton began expansion into the lucrative timeshare market
and undertook other new initiatives made financially possible by the deep
pockets of Marriott, which also lent its own in- house expertise in certain
areas. There were other benefits for Ritz-Carlton flowing from its relationship
with Marriott, such as being able to take advantage of the parent company's
reservation system and buying power. The partnership was solidified in 1998
when Marriott acquired a majority ownership of The Ritz-Carlton. Today,
there are 91 Ritz-Carlton properties around the world.

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FOUR POINTS BY SHERATON, MAHABALIPURAM

Location of Four Points by Sheraton,Mahabalipuram

Mahabalipuram, also known as Mamallapuram, is a town in Chengalpattu district in

the southeastern Indian state of Tamil Nadu, best known for the UNESCO World
Heritage Site of 7th- and 8th-century Hindu Group of Monuments at Mahabalipuram.
It is one of the famous tourist sites in India. Mahabalipuram was one of two major
port cities in the Pallava kingdom. The town was named after Pallava king
Narasimhavarman I, who was also known as Mahabali. along with economic
prosperity, it became the site of a group of royal monuments, many carved out of the
living rock. These are dated to the 7th and 8th centuries: rathas (temples in the form
of chariots), mandapas (cave sanctuaries), the giant open-air rock relief the Descent

26
of the Ganges, and the Shore Temple dedicated to Shiva. The contemporary town
plan was established by the British Raj in 1827.

27
SERVICE GIVEN BY FOUR POINTS BY SHERATON
MAHABALIPURAM

Four Points by Sheraton Mahabalipuram Resort & Convention Center.

Conveniently located on the East Coast Road (ECR), our hotel is moments
from Shore Temple, the beach and top area attractions. Settle into
contemporary hotel rooms with free Wi-Fi, pillow top beds, private balconies
and flat-screen TVs. Our upgraded resort suites offer refreshing plunge pools.
Begin or end your day in Chennai at Petals, our onsite restaurant featuring an
all-day buffet and a la carte dining. Stop by Nectar - The Lounge Bar - to
unwind with a cocktail in the evening. As one of Chennai's premier hotel
destinations for meetings and events, you'll enjoy over 90,000 square feet of
venue space with a capacity to accommodate 5,000 guests, as well as great
catering and award-winning service. Find everything you need for a successful
travel experience at Four Points by Sheraton Mahabalipuram Resort &
Convention Center let the luxury of your life style take over to pamper
yourself at our resort which has been created to serve you finest of elements
that appeal and elevate you to the next level, the opulence of villas is
comparable for the suites of the best hotels and the chalets that have well-
appointed luxurious rooms 28villa style suit/60 chalet style double/twin bed
rooms/king/queen suits with plunge pool and Jacuzzi/multi cuisine/ restaurant
lounge bar/ gymnasium/ conference room /adult pool/ toddlers pool/ battery
cars to commute within resorts. A wellequipped gym awaits to provide for a
rejuvenating experience.100% nonsmoking facility (Private smoking zone
available for smokers) These warm and inviting rooms feature private sitting
areas. Enjoy a spectacular sunrise and relaxations of our perfectly manicured
lawns.

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 TYPES OF ROOMS

• CHELLET=60
These chalets combine elegance and historic charm with carved granite
and silk interiors. These chalets also feature unique walk-in wardrobes

• VILLA=28
Four independent rooms, our pool View Chalets are ideal for families,
offering added privacy and a location on the edge of the pool.

• SUITE=2
Our two secluded Pool Villas feature private swimming pools
flanked by fragrant temple flowers. Gaze at garden and count the
stars while you relax in your private...

TAX DEATAIL

Luxury tax: 12.5%

Service tax: 8.40%

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TOP VIEW OF HOTEL

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EXECUTIVE COMMITTEE MEMBERS AND DEPARTMENTAL HEADS

S.NO NAME DESIGNATION

1. Mr. Satish Srinivasamurthy General Manager

2. Mr. Bala subramanyan Front Office Manager (FOM)

3. Mr. pawan kumar ASS;Food & Beverage Manager

4. Chef. Bijay kumar barik Executive Chef

5. Mr. kunal varma Executive housekeeping manager

6. Mr. Karthick Sivaraman Chief Engineer

7. Ms. Deepthi Learning & Development Manager

8. Mr. Mani Ravi Director of Sales

9. Mr. Rana Pratap Singh Loss Prevention Manager

10. Ms. Thampuran Shunmugasundaram Human & Resource Manager

11. Mr. Dhrubajyoti Sardar Information Technology Executive

12. Mr. Munuswamy Finance Controller

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 13. Ms. Sathya Narayana Rao Banquet Manager

GENERAL MANAGER OF FOUR POINTS BY SHERATON

MAHABALIPURAM

Satish Srinivasamurthy, Hotel Manager at Four Points by Sheraton, Mahabalipuram,

Resort and Convention Center. A Hospitality professional with over 20 years of diverse
experience. Believe in dynamic leadership and inspiring teams with various cultural
backgrounds to excel in their respective areas by innovative management techniques.
Result oriented with a passion to constantly develop business acumen.
Have implemented hotel wide strategies and brand initiatives that deliver products and
services to exceed hotel goals and expectations of customers/associates.
He stated his hospitality journey from oberoy group As F & B supervisor and then bar
manager in pirates Nassau.
Now by his hard work and leadership he leads the hotel as a captain of the ship. He is started
working in four points from 2018.

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ACHIEVEMENTS OF SATHISH SRINIVASANURTHY

Lead the team which won “ The Best South East Asian restaurant 2011( Pune) by the Times
group

•Awarded the “Best Manager of the quarter” at The Claridges.

• Lead the team which won “The best Bar and Best coffee shop 2010” (Delhi NCR) by the
Times group.

•Achieved a score of 92% on the “World Hotel Audit”

•A member of the student council at I.M.I Luzerne.

•Successfully Completed Nosing & Tasting Program conducted by Famous Grouse,

Bangalore.

•Attended Nosing & Tasting workshop conducted by Jimmy Bedford (Master Distiller of
Jack Daniels),Bangalore.

•Runners-up in the Cocktail Competition (2002) held at The Oberoi. Bangalore.

•Was the Vice Captain of The Oberoi (Bangalore) Cricket Team and also the manager of the
Cultural Team.

•Attended training sessions on crisis management (fire fighting and fire prevention) at The
Oberoi Bangalore.

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4. DEPARTMENT OF HOTEL

4 .1: FOOD PRODUCTION

4 . 2: FOOD AND BEVERAGE SERVICE
4 . 3: FRONT OFFICE
4 . 4:HOUSEKEEPING

4.1 : FOOD PRODUCTION IN FOUR POINTS BY SHERATON

HIERARCHY OF KITCHEN

EXECUTIVE CHEF

SOUS CHEF

CHEF DE PARTIE

COMMIS-1

COMMIS-2

COMMIS-3

34
 TRAINEE

APPRENTICE

Food Production

Kitchen forms the backbone of the hotel as food is the major source of generating revenue
after the rooms. The kitchen department works hand in hand with food and beverage
services department and also with the coordination of other departments.

The two primary concerns with the kitchen are:

 Production of good quality food

 Food cost control

The production of good quality food lies in the hands of the chefs. The food cost control is
maintained at an optimum level by intending food as per requirements, to minimize both
over production and wastage of food.

Main Kitchen
The main kitchen has many sub parts. The first two rows is the pantry kitchen with
continental facility. The last or the third row is the Indian kitchen, next to that is a
highpressure burner which commonly used by the Indian dessert. The entrance to the
kitchen is in the left-hand side and in the left-hand side of the kitchen we have the
gardemanger, the executive chef‟s cabin and the bakery is in middle floor.

In the front of the main kitchen we have the service entrance/exit door, the storeroom with
a computer which is used by the sous chef or the CDP‟s to prepare the intend etc. in the
back of the kitchen we the pot washing are and cupboard to for storing the utensils.

Gardemanger
This section is responsible for preparation of all kind of salads, dressings, and vegetable
and fruit carvings. This section prepares salads, cold cut dishes etc for the banquets, the a
la carte orders and for the buffet in the mélange restaurant and banquet function.

35
Bakery and Confectionery

The bakery and confectionery department is renowned for its sumptuous desserts, pastries,
gateaux, cookies, chocolates etc. This department is responsible for catering of desserts,
cakes etc to all the service outlets due to this the bakery remains busy round the clock.

BUTCHERY
This the nerve center of meat preparations, because all the meat cutting and portioning are
done in the butchery and are dispensed according to the intend order. The butchery
section does all kind of cuts of meats, filleting of fish, cleaning of prawns, squids, mussels
etc. one of the specialty is sardine fillet. The butchery is run by two chefs and it opens by
7:00 am.

Some of the equipment’s used in F & B Production Departments

 HP Ranges
 LP ranges
 Bain Marie
 Tandoori
 Working tables
 Dough mixers
 Walk in fridge
 Deep freezer
 Grinders
 Coconut scrapping machines
 Potato peeling machine
 Choppers
 Mixers
 Salamanders
 Sandwich toaster
 Hotplates
 Cutting/slicing machine

36
DUTIES AND RESPONSIBILITIES

Executive chef

Planning Menu:he has to take into consideration all the factors which influence the
planning of menus and the chef has to take a critical note of all the activities which are
important in the menu planning. Care should be taken of various things such as eating
trends, raw materials availability and variety of the meals

Forecasting: before indenting and buying, the chef must be able to produce the accurate
estimates of the volume of production. He must consider the following points:

 Previous year‟s sales during the same time period.

 Sales forecast from f & b service departments.
 Volumes of daily enquiries for the parties.
 Chef‟s own experience.

Purchase: the food cost will go up if the purchasing is not done in an optimum manner.
Excessive raw materials results in pilferages whereas shortage of raw materials results in
the loss of business and decreases the no. Of clientele.

Planning work schedule: it is the duty of the executive chef to ensure that the
schedule of work is planned in such a way that enough work forces are available all the
time. So, the work schedule should be properly planned in order to ensure man power
availability during the peak season and festival time.

Staff hiring: although the final decision rests with the personnel manager but the
details of the staff hiring are given by the executive chef because he is the one who is
actually taking part in the day-to-day operation.

37
Training: the chef will give the demonstration of the new dishes which he wants to
introduce in the menu. So, its duty to plan the training program‟s not only for the new
comers but also for the existing staff.

Sous chef : He is the right hand of the executive chef and is generally responsible for
the day to day functioning of the kitchen. His duties are almost same as that of the
executive chef. He supervises the practical activities of the kitchen. He is answerable to
the executive chef regarding the daily activities. In the large organization the no. Of sous
chef can vary depending upon separate kitchen for separate restaurant.

Chef de partie (cdp): For different section in the kitchen, there are different CDP‟s
who generally work with the help of the different apprentices and commis. Various cdp‟s
and their duties are as follows:

Sauce Cook / Chef Saucier:He prepare the “entrée” i.e. To see all the meat, poultry,
and game birds (like turkey, pigeon etc.) Especially those which are not roasted or grilled.
He prepare his own mis-en-place (putting every thing on place) i.e. Preparing for
something in advance like cutting, chopping and collecting the necessary ingredients for
many items. He can receive the prepared cuts of meat from the larder department.

Roast Cook / Chef Rôtisseur:He is responsible for the preparation of all the roast
and grill items. This section also contains the deep frying section and also prepares
accompaniments, sauces and garnishes for roast and grills.

Fish Cook / Chef Poissonnier:Except for the deep fried and grilled fish all the fish
preparation are prepared here along with the accompaniments, sauces and garnishes. So a
thorough knowledge of various recipes and their accompaniments is a must in this
department.

GrillCook / Chef Grillardin : He is the in-charge of grilling of various dishes.

Sometimes these chefs work under roast section

Vegetable Cook / Chef Entremettier : All the vegetable and potato other than
deep fried prepared here under this section

38
Soup Cook / Chef Potage :These sections prepare all the soups and their
accompaniments and the garnishes are also prepared by this chef. Great care should be
taken because it gives the impression about the meals which are to be followed

.Larder Cook / Chef GardeManger :It is the cold section of the kitchen which is
generally concerned with the pre-preparation of the food which is cooked by other
department. This includes the preparation of game, poultry, and fish. Cleaning and
portioning of meat is also done in this section. Also, this department is responsible for the
preparation of hors de oeeuvres, salads, canapés, sandwiches and butchery section etc. So,
the work of this department is unending and continuous throughout the operations.

Indian Section Cook:This department is responsible for the preparation of all Indian
dishes given in menu, which include tandoori, halwai, curry, rice, vegetables etc.

39
4.2 : FOOD AND BEVERAGE SERVICE IN FOUR POINTS BY
SHERATON

Food and Beverage service is one of the fundamental departments in the Hotel.
The operation is concerned with the provision of food and drink with in business.
All kinds of beverages are served to the guest from hotel. Food and Beverage
operations are therefore concerned with:

 The markets served by the various sectors of the industry and consumer needs.
 Formulation of policies
 Convergence of facilities
 Provisioning
 Production and service
 Controlling the costs and revenue
 Monitoring the customer satisfaction
 A production is produced for the right quantity of food at the correct standard, for the
required number of people on time, using the resources of staff, equipment and
materials effectively and efficiently

Food & Beverage Service Sequence

 Basic Technical Skills
 Interpersonal Skills
 Taking Bookings
 Preparation of service
 Order of service
 Taking customer F&B orders
 Service of Food
 Service of alcoholic beverages and cigars
 Clearing
 Billing methods
 Clearing following service

40
PETALS

Petals is multi cuisine restaurant and 24 hrs, service in a day. Used by ale cart
menu. Foods are served hot and quality the foods are prepared by after guest
ordering the dishes. Petals has 62 covers. They are used silver service for serving
foods. Sometimes the beverages served in the restaurant. The restaurant placed
in near the swimming pool, that benefit of guest for enjoying the pool view food.
Sometimes the candle light dinner are arranged by the side of pool.

41
NECTOR

 In a complete contrast to the virginal white lobby, stands The Leather Bar, Sexy.
Masculine. Dark.
 The DJ in the private console overlooks the lobby and interweaves sound
and images to create the right energy. The intimate spaces invite you to
lounge in luxury while imbibing divine spirits from our skilled
bartenders.
 Served all type of beverages.
 In outside look show the swimming pool

42
Responsibilities and Duties of Restaurant Manager

 Taking Briefing for the staffs.

 Arranging training for the staffs.
 Directly deals with the guest complaints.
 Giving appreciation and praise to the staffs along with the corrections and
suggestions.
 Giving suggestions to bring about new ideas for buffet and the setting up of
the tables.
 He prepares the duty charts for the staffs.
 Coordinates with all other departments for the smooth running of the
department as well as the hotel.

Maitre D‟ Hotel/Head Waiter

 He is overall in charge of the staff team and is responsible for all the duties
necessary for the preparation of service and efficiently carried out.
 The Head Waiter will aid the reception head waiter during the service and will
possibly take some orders if the station waiter is busy.

Restaurant Operating Equipments

 Ambience
 Napkin
 Buffet cloth
 China ware
 Table cloth
 Glassware
 Furniture

43
  Chairs
 Tables
 Side board
 Linen

Registers Used In Petals

 Log Book
 Guest Suggestion Book
 Store Requisition
 Linen Movement Register
 Bar Book

Service Sequence From Petals

Meet, greet and seat the guest.

Pour the water-check for Mineral water or regular water.

Ask the guest if he would like to order for beverages and if yes, then present the
beverage card otherwise, present the menu card.

Remove the extra covers, if applicable.

Guide the guest through the card and help him decide on his order, if he so
wishes.

Take the order and place the same with the kitchen.

Serve the food.

After the guest has finished, remove the cruet sets, sauces and the accompaniments, offer
tooth picks and clear the table. Clearance is to be done in a circular fashion. Place the first in
the palm with three fingers below the plate and the thumb and the little finger in a vertical
direction. Place the other plates using two fingers as a base. The entire cutlery is placed on
the bottom plate.
And ask for desserts, present the menu card if so.

Serve desert along with the appropriate cutlery.

Offer tea/coffee after dessert.

44
 Present the bill in a bill folder along with a pen and the comment card.

Check the mode of payment and accordingly settle the check.

Return the change, if applicable.

Help the guest get up and thank him for visiting and seeing off.

Maintain eye contact with the guest. Don‟t make it a point to refill the water glass.

For credit card settlement, take an imprint of the card, check the validity, and

Return the credit card holders a copy along with a copy of the bill to the guest.

Banquets

Function catering is the term used to cover the service of special functions for
specific groups of people at specific time, the F&B provided being pre-
determined. It includes occasions such as luncheon, parties, weddings,
conferences, cocktail parties, dances and so on. These functions take place
within the banqueting suites and under the administrative control of the Banquet
Manager.

In four points have three banquets. They are in below,

 Convention Hall
 Grand Lawn
 Summit

The convention hall has divided in,

 Maître
 Maitri-1
 Maitri-2
 Dinning-1
 Dinning-2

45
Halls Area(Sq.Ft) Theater

Maître 22,000 2,500

Maître-1 11000 1200

Maître-2 9000 800

Dinning-1&2 12000 600

There are three main types of function:

Formal Meals

• Wedding breakfast

• Lunch

• Dinner
Buffet Receptions

 Wedding Reception

 Cocktail Parties
 Dances
 Anniversary Parties
 Product launch
 Audio launch

46
  Marriages
 Fashion parade
 Deeler‟s meetings
 Seminar parties
 Get together
 Private parties

Public Relations

 Press parties
 TV Shows

Buffet Arrangement
 Buffet arrangements have to start with the physicals, the positioning of the tables
as required. The is determined by the F.P, which to be “dressed”.
 The chaffing dishes have to place next.
 Place the chafing dishes on the tables at an equal distance and the handy fuel
pots in the groove of the chaffing dish stands.
 Place the saucers under the groove of the chaffing dish stands and a quarter
plate in front of the chaffing dish and the appropriate service gear.
 Make sure that the food pan meant for the Indian breads has a napkin in it to
prevent the breads from going soggy.
 Place the plates interspersed with napkins, on the buffet table along with the
cutlery.
 Make the chef stands for the dishes and place them on the buffet and the salad
section of the buffet should have the flower arrangement

47
 Food and
Beverage
Manager

Assistant Food and

Beverage Manager

Restaurant/outle
t Manager Butler Manager Banquets Manager

Hierarchy of food and beverage service department:

Food and Beverage Manager

• Plan for and schedule manpower, equipment, and supply

requirements for the department and maintain accountability for the
cost, utilization, and performance of employees and equipment.
• Maintain responsibility for the hiring, training and proficiency of
employees in the food and beverage department.
• Maintain control of employee uniforms, ensuring that uniforms and
name tags are worn, kept in proper condition and are readily available
at all times to employees.
• Implement policies and procedures for food and beverage
department.

48
• Assume responsibility for the cleanliness and proper set-up of dining
room, meeting and banquet rooms, and pub/cocktail lounge and
check maintenance of all equipment in these areas.
• Ensure quality levels of food and beverage products and maintain
quality standards in production, services, facilities and patron
satisfaction. .
• Implement and monitor food and beverage payroll policies,
procedures, and controls, with an emphasis on minimizing employee
costs.
• Maintain par-stock levels on food and beverage inventories.
• Implement and monitor ordering and receiving program to ensure
proper quantity and price on all purchases.
• Plan, forecast and budget the revenues and cost for the food and
beverage department

• Develop systems and procedures that achieve higher cost efficiency

and guest satisfaction
• Develop and implement the annual plan using the four points
Business Excellence Module framework, linking the department‟s
objective to the unit„s overall strategy. Retain guests and enhance
guest loyalty through introduction of various schemes, food festivals
or other retention programs.
• Review the monthly profit and loss statement for the various outlets
and derive inferences and develop action plans on the same

Plan, forecast and budget revenues and cost for the outlet
Continuously improve and innovate upon product and services to
achieve a larger market share and retain regular guest of the
restaurant

Facilitate learning and development for all team members of the

outlet
Implement systems and procedures that achieve higher cost
efficiency and guest satisfaction

Performance appraisals/ management of the staff in the

department
Conduct daily briefing of the staff, supervise the following

49
 • Restaurant setup and misc-en –place
• Reservation
• Restaurant inventory
Implement an effective system of recording guest history,
preferences and other guest related data.

Work in association with sales and marketing department in the

area of guest mix, guest profile, effect of new/competition.

Work with the F&B manager & chef on menu planning and
pricing
Plan and organize various food festivals, restaurant promotions or
special occasion

Monitor the daily number of covers and average check of the

restaurant
Manage staff performance, identify the training needs and address
their grievances and counseling issues

Stay informed about local, national and international best

practices/trends in food service, interior design, technology and
entertainment in food and beverage.

Room Service Manager

• The room service manager reports directly to the F&B Manager & is
responsible for the room service outlet. The room service manager
checks that the service rendered to the guest confirm to standards set
by the hotel.
• Takes charges of the sales & expenditure budget
• Ensure co- ordination among the room service order taker
• Takes regular inventories of all equipment used
• Performance management of the staff in department

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Banquet Manager
• Banquet outlet, is a major revenue earner in food & beverage
department.
• From the time booking are done till the bills are settled, the banquet
manager is in charge of all areas of banquet & conference operations.
• He supervises the work of the banquet sales assistants who do the
banquet bookings
• The banquet manager projects the budget of the banquets & work in
close coordination with chef in setting menu.
• Making an inventory of all the banquets equipment & maintaining a
balance between revenue & expenditure.
Assistant Banquet Manager

• In charge of the actual performance of the functions held in banquet

department.
• Coordinates with senior captain, is in charge of inventories billing &
briefing
• Deals with complaint from the guest & liaison with various agencies
for banquet requirements.

4.3 : FRONT OFFICE IN FOUR POINTS BY

SHERATON

51
HIERARCHY IN FRONT OFFICE DEPARTMENT

52
 Front Office Manager

Asst. Front Office Manager

Duty Manager

Bell Captain Fax / Telex / Front Office Night Ca

Telephone Operator Asst. Auditor

Bellboy

FRONT OFFICE

The Front Office in a hotel is the department responsible for the sale of hotel rooms
through systematic methods of reservation, followed by Registration and assigning
rooms to customers. The term „Sale of Rooms may appear misleading to those
unfamiliar with the industry. „Sale‟ here means the use of hotel rooms at a price. A
room is termed „sold‟ for the day when a guest leases the room for stay in the hotel.
“Room tariff” i.e. rate charged per room is computed for a “revenue day” which begins
at noon of a particular day and ends at12.00hrs.
The next day. In other words room charges are levied for a revenue day which is between
noon and noon. Of course, a room maybe sold for half- a-days well, for which special rates
are applicable. Such rates are referred to as “half-day” rates. The front office in a hotel holds
prime importance in view of the basic nature of business of a hotel, i.e. to sell rooms.
Revenue collected from the sale of rooms contributes to more than 50 per cent of total hotel
sales. The profit percentage from sales of rooms is very high. It has a complementary role of
image-building, which is the first and last point of contact of every guest. If one looks at each
component of a front office role, one could have a better perception of this department. While
the title Front Office is a generic term to include a number of activities, smaller hotels are
satisfied to call it simply Hotel Reception. Thus the role of the front office is thus to reserve
,receive, register, assign rooms to guests and act as a continuous source of information to
guests during their stay at the hotel . A section of the front office is called the Reservation.

53
This section is the hub of the department. Requests for reservation of rooms from various
sources are received and the information is processed, properly documented, stored and
retrieved at the appropriate time to ensure a guest his room upon arrival. Room ,the chief
product of a hotel, being a highly perishable commodity(as its sale is linked with a time
element) the reservation department ensures that rooms are not allowed to “perish”.

• Reception • Bell desk

• Reservation • Travel desk
• Information • Safe lockers
• Accounts • Left luggage room

This activity is handled by the section called Reception. The personnel in this section actually
welcome and receive the guests and assign them a room after a few registration
formalities.

Front desk

Handling Guest While In Reservation

If The Guest Comes To the Hotel for Reservation

While handling the guest with telephone.

Identify your area first, wishes the guest according to the time. Ask them like “
Good Morning sir/madam, This Is ,the four points mahabalipuram May I
Help You”

Keep the phone receiver in left hand, ready with form & pens in right hand.

If the guest asks for reservation, first check room status board.

If room available in the hotel, ask the guest details and fill the reservation form.

1. Guest name 4. Room type

2. Address
3.phone no 5. Mode of payment… etc.,
Reservation from consists;

54
 Fill it and made confirm from the guest for guaranteed reservation.

After getting information from the guest, say thanks to them.

While the guest is leaving your outlet/checkout say “Wish You A

Pleasant
Journey”
Hope to see you again with us.

It was pleasure to have business with you.

Hope you enjoyed out hospitality.

Some of The Information’s The Front Office Should Know Are As Follows:

Nearest Shopping Malls

Hospitals near five roads and surroundings.(CHETTINADU)

Near tourist places

Distance know from airport & railway station

Through Knowledge from the place

Tell clear route from any places to hotel

Reception
In hotel, consists of well experienced staff in the front desk to handle the guest in
the time of arrivals & departures.

Welcoming the guest.

Room allocation

Handling the guest calls

Handling guest complaints

Make c-forms

C -FORMS

55
When a foreigner arrives, a detail of this person is to be taken to the police station. This
should be done within 24 hours from the arrival of the guest. There are entered in the C-
Form register and signed by police station authorities. Nowadays C-form are made by online
only.

Handling Guest Luggage

This is one of the most important duties of bell desk. Bell boy handles the guest
luggage‟s during check in & check out. Luggage has been tagged. It‟s also called as
errand card. Tag contains the name and room no. of the guest.

During check out the bell boy goes to the guest room and pick up the luggage. Any
usage of soft drinks or dame to hotel property is checked and reported to reception
along with the key.

Left Luggage
When a guest hands over the luggage to bell desk the luggage is tagged as left
luggage with the guest name and address and the part of this is given to the guest. All
these facts are written in the left luggage register. When guest comes back he
supposed to how the foil, if not be should give proof to get back his luggage.

Collection &Distribution Of Newspapers And Messages

Bell desk collects newspapers and distribute it to different departments and guests as
per the interest of the guest. The number of newspaper collected and distributed is
entered in the newspaper register.

Booking Tickets &Vehicles For Guest

Train tickets, bus tickets as well as the boat tickets for the guest and for the hotel
needs are book by the bell desk. The car which goes out for the guest is entered in the
taxi trip register.

Accounts

56
That the department was separate in confluence hotel. They are made total
resorts accounts. The room charges are calculate and bring amount that are do in
front office department staff who in the shift. The amount are settled by accounts
department to every day morning.

Registers Used In Front Office

GRC File

Newspaper Distribution

Flash Report File

Night Auditing File
Trip Voucher
Registration File

Miscellenious Voucher

Check in procedure

In Check in procedure first one GREETINGs is important one. Our

confluence hotel follow as some procedure. That is first of all welcome the guest
using the word “welcome to the four points mahabalipuram”. Next wear the
cell-cull to the guest for the guest impression. Last one we provide the juices for
their relaxation.

Then next we fill up the registration card. The reservation guest we are
already make done the reg-card only verification. In reg-card we fill up the guest
name, residential address, phone number and e-mail address nationality, etc., If
they are in foreigner we want the passport and visa verification for make c- form.
Every guest we want to take the id proof photocopy for verification .Then we go
to give a room allocation for their wanted style room .Then we bought the
advance payment from the guest.

57
Night Auditing

 To check all reservation correspondence for the night shifts and see
whether reservation slip have be made and followed up or any
instruction for day shift persons

 To bring our correspondence of guest arrival next day any follow ups
for room connection from guest stay.

 Tubing out the correspondence for the next day commencing at

midnight of night tally correspondence with the reservation slip is
missing.

 To collect and fill up expired reservations correspondence of the

previous day.

 Make the flash report on tonight and month to date

DUTIES AND RESPONSIBILITIES OF THE KEY STAFF

Front Office Manger

FOM is in charge of the front office department and allocates the available
resource of the department to achieve the goals of the department and the
organization. FOM is often assisted by Asst. Front Office Manager. Duties &
Responsibilities are:-

• Direct and coordinate the activities of the front office department function of
a link between the management and front office employees
• Plan the present and future need of resources to carry out the functions of the
department.

• Responsible for Wiring, training, supervising and disciplining all front desk
reservation and guest services staff members in order to maintain the desired
standards of service. Maintain and develop applicable standard operational
procedures and ensure that they are followed.

58
 • Prepare the budget for the front office department.
• Motivate the front office employees to work in a team to attain the
organizational objectives.
• Evaluate the job performance of each front office employee.
• Schedule tasks of front office employees and rearrange work schedule if an
employee is on leave.
• Ascertain the training needs of the employees of the department, and arrange
for trainings, refresher trainings, and cross training
• Ensure the proper image of the organization is being maintained by all team
members with respect to grooming and uniform standards.
• Maintain a good communication with other departments to ensure maximum
cooperation, productivity, and guest satisfaction.
• Prepare all necessary forecasts; work closely with reservations, front office
and sales to maximize occupancy, rate, and revenue. Keep all departments
notified of any fluctuations in business levels, special guests, groups, etc.
• Review all reports generated by all the sections of the department.
• Hold regular meetings with staff members in order to keep them properly
informed and trained

Lobby Manger

A Lobby Manager is a person who is responsible for providing an

exceptional and amazing customer experience. He also ensures that all
the departments work in an effective manner and manages the regular
flow of operations in the lobby. Besides this, the Lobby Manager is
responsible for providing a friendly environment for all the guests. The
primary responsibility of the Lobby Manager is to ensure that front
office shifts are running smoothly and also offers outstanding guest
service.

A Lobby Manager coordinates with the owner of the hotel and other team
members to develop policies and conducts meetings to discuss important
strategies and goals.

Duties & Responsibilities are:

59
 • Coordinating with team members to ensure smooth functioning of
front office.
• Greeting the special guests of the hotel.
• Resolving the complaints and other problems of guests.
• Maintaining a good relationship with the staff members of the front
office.
• Approving the working schedule for the front office attendants.
• Preparing weekly reports and discussing it with the Front Office
Manager.

Guest Relations Executive

Guest Relations Executive responsibilities include greeting clients as they arrive,

coordinating their check-ins to assigned rooms and informing them about the
hotel's facilities.

Duties &Responsibilities are:

• Welcome guests during check-in and giving a found farewell to guest

while checkout.
• Handling guest complaints and concerns in an efficient and timely
manner.
• Overseeing VIP guests, arrivals and departures.
• Coordinating and multi-tasking job duties in a busy environment.
• Should possess detailed information about the Hotel, city as well as
the competition.
• Detailed information regarding arrivals and room requirements.
• Have up to date information on daily room occupancy
• Providing excellent customer service as per hotel standards.
• Greeting guests as they enter and exit the hotel.
• Providing information regarding the Hotel, town attractions, activities
etc.
• Check on VIP reservations, complete their pre-registration formalities.
• Allocate rooms to all arriving guests.

60
 • Maintain up-to date information on room rates, current promotions,
offers and packages
• Maintain all guest folios in the manner instructed and type out
necessary guest likes and dislikes to the appropriate fields on the
profile.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes
and dislikes.
• Perform basic cashier activities as and when required.
• Maintain guest lockers for safe custody.

Receptionist

A receptionist is the first person to come in contact with guests at the time of their
arrival, so she/he is an important bearer of the hotel image. The basic function of
a receptionist is to receive guests and answer their queries.

The major duties and responsibilities of a receptionist:-

• Welcome and greet guests

• Answer and direct incoming calls

• Inform guests of hotel rates and services

• Make and confirm reservations for guests

• Ensure proper room allocation

• Register and check guests in

• Confirm relevant guest information

• Verify guest's payment method

61
 • Verify and imprint credit cards for authorization issue room keys and
direct guests to their rooms

• Maintain clear and accurate records of guest room bookings

• Compute all guest billings, accurately post charges to guest rooms and
house accounts
• Receiveand transmit messages for guests
• Retrieve mail, packages and documents such as faxes for guests

• Listen and respond to guest queries and requests both in-person and
by phone

• Provide accurate information about local attractions and services

• Liaise with necessary staff including housekeeping and maintenance

to address any problems or complaints made by guests

• Complete and maintain any incident reports, daily activity reports or

other reports requested by management

• Manage conference room bookings and scheduling

• Close guest accounts and check guests out

• Review accounts and charges with guests during the check-out

process

• Process accurate payment of guest accounts

• Inform housekeeping when rooms have been vacated and are ready
for cleaning

• Monitor visitors to the hotel

• Enforce rules and policies of the hotel
• Maintain a neat and orderly front desk and reception area

F.O Cashier

The Front Office Cashier is the nerve centre for all guest billing. It is

62
the centralized point where individual guest expenditures are accounted for and
realized at the time of guest check-out. It is a very critically responsible role and
the cashier has to be vigilant at all times.

• Provides a positive customer experience with fair, friendly, and

courteous service.

• Registers sales on a cash register by scanning items, itemizing and

totalling customers‟ purchases.

• Resolves customer issues and answers questions.

• Bags purchases if needed.

• Processes return transactions.

• Itemizes and totals purchases by recording prices, departments,

taxable and non-taxable items; and operating a cash register.

• Enters price changes by referring to price sheets and special sale

bulletins.

• Discounts purchases by redeeming coupons.

• Collects payments by accepting cash, check, or charge payments from

customers and makes change for cash customers.

• Verifies credit acceptance by reviewing and recording driver‟s license

number; and operating credit card authorization systems.

• Balances cash drawer by counting cash at beginning and end of work

shift

• Make sure there is internal control maintained over all the transactions

• Prepare reports as specified by the management

Bell Captain

• Ensure that bell desk is manned at all times.

63
 • Keep working area, clean and tidy always.
• All guest requests are logged on to guest request tracker.
• Ensure that smooth and fast baggage handling for all arrival /
departure guests.
• Maintain close relationship with reception / information / cashier as
well as other departments.

• Attend all guest calls for Bell stand / Door Services

• related services Delegate bell boys to pick up the baggage from guest
rooms.
• Errand cards are filled in for all baggage movements (Check-in,
Check-out, Left luggage etc.)

• For any guest requests follow up call to be made back to the guest to
verify complete satisfaction

Bell Boy

• Checks the daily arrival list for VVIP's or guests with special need.
• To be present at the Concierge/Reception desk or in the lobby to be
ready to assist guests, colleagues and visitors when requested.
• Ensure collection and delivery of guest luggage and equipment in an
efficient and timely manner.
• Tag baggage‟s it and returns the identification slips to guests.
• Assists guests with luggage to the front desk.
• Escorts guests to room, placing luggage in room assigned by front
desk.
• Inspects guest room for order and adequate supplies and informs
guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and
other offices.
• Provide items on loan to guest and collect the items back from guest
before departure.
• Ensure that the guest has verified that all luggage‟ has been accounted
for.
• Ensure the efficient delivery and collection of group luggage.

64
 • Inform Front Desk Cashier to charge items given on loan, in case
there is any charge applicable.

Telephone Operator
• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the
switchboard or PBX system.

• Places outgoing calls

• Receives guest messages and deliver the same to the guest.

• Logs all wake-up call requests and performs wake-up call services.
wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard
operations.
• Provides paging services for hotel guests and employees.
• Knows what action to take when an emergency call is required.
• Assists in reporting telephone equipment or service complaints and
problems.
• Following telephone etiquette.
• Trains or assists with training new telephone operators in performance
of job duties.
• To be fully aware of and adhere of health and safety, fire and bomb
threat procedures.
• Multitasking abilities will always come in handy, because a
switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Open and close telephone functionality on the hotel front office
software

4.4 : HOUSEKEEPING IN FOUR POINTS BY SHERATON

65
STANDARDS AND PROCEDURES

Housekeeping Desk

The housekeeping desk is the nerve center of the entire department and its efficiency
determines the smooth operations of the housekeeping department. It is the main link
for information and communication between the various areas of the departments as
well as the other department for coordination. The desk has to be manned 24 hrs
otherwise the entire link of communication would stop.

Guest Supplies Placed in the Room – on the door

 PCR-Please Clean my Room

 Please collect my laundry

Behind The Door

Floor Exit Map AND DND-Do Not Disturb

Inside The Wardrobe

Laundry and dry cleaning list

Laundry bags
Hangers

Writing Table

Writing folder (letter heads, envelopes, fax sheet pen house rules, all-purpose
kit)

Guest comment form

On the refrigerator cabinet

66
 Bottle opener

paper Napkins

Hi-Ball glass with coasters

Inside refrigerator

Assorted soft drinks

Soda

Chocolates

Ice cubes

Mineral water

On the coffee tables

o Water flash
o Coffee cup
o Water glass
o Tea coffee bag
o Sugar
o Milk powder

Inside Bathroom
o Gargle glasses
o Shower caps
o Shampoo
o Bath gel
o Moisturizer
o Bubble bath
o Tooth paste and Tooth brush
o Soaps and face tissues
o On the bath tub-soaps

Registers and Reports Maintained at the Desk are

 Guest service register
 Linen register
 Room attendance report

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  Occupancy report
 Staff placement books
 Lost and Found(computer)
 Maintenance Job order
 Key register

Files maintained in Housekeeping

 Follow ups
 Housekeeper‟s checklist
 Duty chart
 Quotation
 Pest control
 Security
 Personnel
 Front Office/F&B
 DPR
 Store Reputation
 Master
 File
 Garden
 Upholstery
 Budget

Notice board-It serves as the main information display

 Group arrivals
 VIP arrivals
 Duty charts
 Banquet function list
 Night cleaning
 Schedules Room numbers of long staying guests
 Weekly cleaning schedules

Black Board-Any extra items given to the guest.

 Baby cot
 Duty charts
 Blankets
 Iron
 Iron stand
 Hair dryer
 Hard board

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Housekeeping Service Call Register

This register is a permanent record of all Housekeeping activities, incoming calls, guest
request and messages. It serves as communication between different shifts.

Guest Loan Items

As a service to guest the hotel provides a variety of equipment that traveler‟s need. The
Equipment is loaned to guest on request and at no charge. The Desk Coordinator is
responsible for maintaining the inventory of these items and its responsible for its
return.
o Medication
o Nail clippers
o Portable hair dryers
o Iron and Iron board
o Razors/Blades
o Cribs
o Voltage adaptors
o Extension cord

The Desk Coordinator makes the necessary entries of date, room number and
item loaned is to be noted in the appropriate columns of the loan item register
and ask the guest when he would like to return it for certain items.

The Desk Coordinator informs the Housekeeping Supervisor to follow up and item
return to the Housekeeping Department on guest departure from the room

A Weekly inventory of items is conducted and then items missing are

replenished, the Housekeeping supervisor and Housekeeping Attendant checks
guest loan items regularly to see they are in proper working condition and sage
for guest use

Maintenance

o All major and minor repairs are done through the maintenance department.
o Monitoring of the quality of work by the maintenance department.
o Housekeeping equipment consults the chief Engineer before purchasing any
equipment.

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 o Preventing maintenance is carried out in libation with the Housekeeping.

o Housekeeping trains all staff to conserve water and electricity.

o Any special guest request which needs to be reversed on guest check-out like
changing the voltage of bulbs in the rooms.

o Proper coordination between Maintenance and Housekeeping during major

renovation and refurbishment projects.

Laundry

o Proper schedule followed with regards to delivery of soiled items to laundry.

o Proper system of delivery of fresh linen to Housekeeping by the laundry.
o Removal of stained and torn linen for circulation by tying a knot on the damaged
linen.
o Linen to be folded in the required manner to ease delivery to the room.
o Proper and scheduled linen inventories by the laundry and Housekeeping.
o Laundry Supervisor should inform Executive Housekeeper of any delays due to
machine break down etc.
o Exe. Assistant Housekeeper (Linen Room) checks on the quality of linen and
uniform from laundry and informs the laundry manager of the same.
o Executive Assistant housekeeper (Linen Room) to test the washing / dry cleaning of
new materials with the Laundry Manager before giving it to Laundry for washing.
o Executive Housekeeper to consult the Laundry Manager before purchase of any
new material to check for quality, life, colour fastness, shrinkage etc.

EXECUTIVE HOUSEKEEPER
The executive housekeeper reports to the general manager. He/she is
responsible and accountable for the total cleanliness and aesthetic upkeep
of the hotel.he/she supervises all housekeeping employees, has the
authority to hire or discharge subordinates, plans, and assigns work
assignments, informs new employees of the property regulations,
inspects completed assignments, and requisitions supplies.

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DUTIES AND RESPONSIBILITIES

The Executive Manager is the chief of housekeeping department. The

Deputy Housekeeper and Assistant Manager of Housekeeping report to
him/her. Their responsibilities include:
o Ensuring overall cleanliness and aesthetics of the hotel.
o Ensuring overall sanitation, comfort, and ambience of the hotel.
o Training the new joiners and motivate the existing employees.
o Modeling and establishing Standard Operating Procedures (SOPs) for cleaning and
decorating.
o Monitoring regular inventory of guest supplies and linen.
o Monitoring housekeeping equipment and hotel property.
o Evaluating employee performance, and handling their training, promotions, and
transfers.
o organize, supervise, and coordinate the work of housekeeping personnel on a day- to-
day basis
o Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel
guests.
o Draw up duty rosters and supervise the discipline and conduct of her staff.
o Assure proper communication within the department by conducting regular meeting
with all personnel.
o Counsel employees on various duties and on work –related issues.
o Search constantly for and test new techniques and products.
o Maintain an inventory of the furniture, linen and movable equipment in the rooms and
related premises and to ensure they are regularly checked.
o Organize maintenance and repair of guestrooms.

o Ensure the provision of proper uniform or hotel staff.

o Ensure observance of hygiene and safety precaution.
o Offer suggestions to the human resource department concerning selection,
recruitment, replacement, duty alterations, up gradation and so on.
o Organize and supervises on the job and off the job training of the staff.
o Liaise between the maintenance and housekeeping department, and to maintain par
stock, inventory control, and cost control procedures for all materials.

o ASSISTANT HOUSEKEEPER
o The assistant housekeeper usually reports to the executive housekeeper. In hotels
where an additional senior position of deputy housekeeper exists, the assistant
housekeeper may report to the executive/deputy housekeeper. Essentially the
assistant housekeeper manages the resources provided by the executive

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 housekeeper to achieve the objectives of cleanliness, maintenance, and
attractiveness during the given shift. His/her responsibility involves the daily
supervision of the specific areas within the hotel. In the absence of the executive
housekeeper, all the mentioned duties and responsibilities are taken over by
assistant housekeeper.

DUTIES AND RESPONSIBILITIES

o The assistant housekeeper is expected to

o Be responsible for the efficient and orderly management of cleaning, servicing, and
repairing of guestrooms.
o Be responsible for the hotel linen and check its movements and its distribution
to room attendants
o Keep an inventory of all housekeeping supplies and check it regularly
o Assist the room attendant in their work
o Provide the front office with a list of rooms ready for allotment to guests.
o Arrange training of staff and substitutes for the executive housekeeper in case of
his/her absence
o Update record books, registers and files
o Check the VIP

NIGHT SUPERVISOR

The night supervisor reports to the assistant housekeeper. He supervises all night staff
engaged in the cleaning of all the public areas & guestrooms in the hotel.

DUTIES AND RESPONSIBILITIES

Ensuring the operating staff working at night is following all cleaning SOPs.

Ensuring provision of guest supplies such as water, extra bed, fans, or towels.

Supervising hotel area at night and ensuring cleanliness in all areas of hotel.

Ensure that all public areas are thoroughly cleaned at night, which is only time when
traffic is low.

Clear departure rooms to the front office if necessary.

Plan the order of work according to the priority and direct staff accordingly

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 Make sure that departure rooms are serviced and made ready as soon as possible in
order that reception may re-let at any time.

Anticipate guest requirement at all time, ensuring comfort and satisfaction

See that all lost and found articles are deposited with control desk

Ensure submission of room attendants report and room status report.

Report any safety and security hazards

Prepare reports for the next day shift

LINEN ROOM SUPERVISOR/LINEN KEEPER

The linen room supervisor reports to the assistant housekeeper. She supervises the work of
the linen room and may have several linen attendants to assist her in providing clean,
presentable linen throughout the house

DUTIES AND RESPONSIBILITIES

 Inspecting linen and sending it to the laundry.

 Checking linen from laundry and sending it for ironing.
 Maintaining linen influx and out flux register.
 Checking repaired linen from tailor room.
 Suggesting linen replacements if required.
 Be responsible for the entire hotel‟s linen.
 Send dirty linen to the laundry after checking them piece by piece.
 Check laundered linen before giving for ironing
 Put away linen neatly once it has been washed, ironed, and mended.
 Handout linen to the various departments on the presentation of vouchers
signed by the heads of the departments.
 Look after the ironing and laundering of the guest clothes and the uniforms of
the hotel staff.
 Supervises the work of the linen attendants and tailors
 Makes suggestion relating to replacement purchases

Uniform Room Supervisor

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  Uniform room supervisor reports to the assistant housekeeper and is responsible to
maintain all the staff and trainees uniform in its place

DUTIES AND RESPONSIBILITIES

 Providing clean, ironed, and fresh uniforms to the hotel staff.

 Suggesting procurement of any uniforms required.
 Checking repaired linen from tailor room.
 Keeping track of number and condition of uniforms.

5. TRAINING PROGRAMME

5.1 : FOOD PRODUCTION

NO OF WORKING DAYS: 30 days

(18/12/2021 – 18/1/2022)

TIME: 9AM to9PM,11AM to 11PM

DAY 1

Learned the making of Ambur biriyani masala and watched the making of ambur biriyani.

DAY 2

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Peeled high quantity of onion ,preparing mise-en place for next day.

DAY 3

Grated more than 30 coconuts without any wastage.

DAY 4

Learned the cutting and peelings of sambar cuttings, learned how to make sambar.

DAY 5

Learned the vegetable kurma cuttings and learned how to make vegetable kurma for large
quantity.

DAY 6

Learned different poriyal cuttings and learned to make different types of vegetable poriyals.

DAY 7

Learned vegeatable and non-vegetarian biriyani cuttings and quantity of vegetables used for
making.

DAY 8

Learned different types of cuts like slicing, chopping, fine chopping, dicing, rough cuts, julienne cuts
etc…

DAY 9

Learned to write intent sheet as per the requirement and pick up intent items from the store
and also arranged well in the kitchen store neatly.

DAY 10

Making buttermilk, making veg salad, helping chef to prepare lunch for staffs.

DAY 11

Making tea for staffs more than 150+ staffs.

DAY 12

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Making coffee for staffs more than 150+ staffs.

DAY 13

Learned to make different types of salads.

DAY 14

Learned to make curd rice, mixing of curd rice and also garnishing and serving of curs rice to
the guests

DAY 15

Learned making of bhaji masala for paav bhaji for staffs more than 150+ staffs

DAY 16

Learned making of vada batter, dosa batter, idly batter and appam batter

DAY 17

Learned to make dosa varieties like kaldosa. Learned other dosa varieties

DAY 18

Learned to arrange Mise-en place in walkinn freezer and pre-cooked veggies chutneys and
gravies

DAY 19

Setting up pre-arrangements for Ala -Carte and daily Ala-Carte Mise-en place

DAY 20

Learned making of steam rice for more than 200pax

DAY 21

Learned making of Rasam& Sambar for high quantity

DAY 22

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Learned about the different types of items used for Bakery & Garnish items

DAY 23

Learned making breakfast items like Crossaints, Breads, Cakes tec…

DAY 24

Learned to make vanilla flavoured sponge cake

DAY 25

Learned to make dark sponge cake(chocolate)

DAY 26

Learned to make Cheese cake

DAY 27

Learned to make fruit custard with the help of chef

DAY 28

Learned to make white chocolate cake and it‟s garnish

DAY 29

Learned to make paav for paavbhaji & vadapaav

DAY 30

Learned to make dark chocolate cake and it‟s garnish

5.2 : FOOD AND BEVERAGE SERVICE

NO OF WORKING DAYS: 30 days

TIME: 9AM to 9PM,9PM to 9AM

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DAY 31

Learned to wipe crockeries very neat and clean

DAY 32

Learned to clean and wipe cutleries

DAY 33

Learned clearing restaurant food leftovers and cleaning of tray

DAY 34

Learned to clear trays full of plates and out the wastage foods properly

DAY 35

Wiping full plates without any watermarks

DAY 36

Learned the water bottle clearance from Restaurant

DAY 37

Cleaned all half plates for restaurant without any watermarks and without any breakage

DAY 38

Wiping of teaspoons, all purpose spoons for restaurant

DAY 39

Wiping Spoons and Forks very well and placed in restaurants

DAY 40

Clearance of foods plates and trays from rooms are collected with the help of buggy

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DAY 41

Wiping full plates, verywell without any watermarks and placed in the restaurant

DAY 42

Clearance of food waste from the restaurant tables

DAY 43

Learned to place room orders and handling without any guest complaints

DAY 44

Learned Breakfast buffet setup

DAY 45

Wiping of plates and soup bowls neatly

DAY 46

Placing room orders without any guest complaints

DAY 47

Wiping full plates without any watermarks

DAY 48

Wiping of soup bowls very neatly

DAY 49

Setting chairs and tables in the lawn and learned the lawn dining setup

DAY 50

WEEKLY OFF

DAY 51

Wiped all cutleries very neatly

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DAY 52

Cleaned and wiped the buffet setup with full hygiene

DAY 53

Arranging Breakfast buffet setup as per the menu of that day

DAY 54

Clearing plates and trays from the rooms very care fully

DAY 55

Clearing trays from restaurant very neatly

DAY 56

Wiping full plates without any watermarks

DAY 57

Wiping quarter plates without any watermarks

DAY 58

Clearing food trays very neatly

DAY 59

Wiping of All Purpose spoons very neatly and watermarks

DAY 60

Wiping plates very neatly and without any watermarks

5.3 : FRONT OFFICE

NO OF WORKING DAYS: 30days

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TIME: 11AM to 11PM,11PM to 11AM

DAY 61

WEEKLY OFF

DAY 62

Learning luggage handling and situation handling in the proper way

DAY 63

Clearing the doubts of the guests and guest handling without any complaints

DAY 64

Keycard making and handling of keycards with care

DAY 65

Observing and learning guest luggage handling without any breakage with the help of a
senior staff

DAY 66

Buggy driving and taking guests from the lobby to their rooms verycarefully

DAY 67

Handling guests and clearing the doubts of guests and making them comfortable

DAY 68

Buggy driving and carrying guest luggage to their rooms without any damage

DAY 69

Welcome drink making, making fruit flavoured water very neatly

DAY 70

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Driving buggy from frontoffice to guest rooms without any complaints

DAY 71

Making apple cinnamon welcome drink for guests

DAY 72

Handling guests without any complaints

DAY 73

Checking and scanning the guest luggage properly

DAY 74

Getting guest luggage from front office lobby to guest rooms

DAY 75

WEEKLY OFF

DAY 76

Cleaning the Buggy very neatly and without any damage

DAY 77

Handling all guest luggage from lobby without any complaints

DAY 78

Guest handling and providing guest needs properly

DAY 79

WEEKLY OFF

DAY 80

Getting the checkout guest from room to buggy without any problems and complaints

DAY 81

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WEEKLY OFF

DAY 82

Buggy cleaning and it‟s maintenance

DAY 83

Handling check- in guests very carefully and very calmly

DAY 84

Making two variety welcome drinks for the guests

DAY 85

Room card making and giving room cards to the guests without any complaints

DAY 86

WEEKLY OFF

DAY 87

Carrying all the luggage from guest room with the help of a buggy

DAY 88

Cleaning buggy very carefully and checking for maintenance

DAY 89

Handling guests and handling guest complaints in a proper way

DAY 90

Driving buggy to get guest and children from the front office to the check-in rooms.

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5.4 : HOUSE KEEPING

NO OF WORKING DAYS: 30days

TIME: 8AM to 8PM,8PM to 8AM

DAY 91

Bathroom cleaning and Drainage cleaning very carefully

DAY 92

WEEKLY OFF

DAY 93

Western closet cleaning very neatly

DAY 94

Room cleaning and cleaning of cobiweb very carefully

DAY 95

Cleaning guest rooms very properly

DAY 96

WEEKLY OFF

DAY 97

Observing bed making with the help of a senior staff very carefully and without any damage

DAY 98

Bathroom cleaning and public area cleaning

DAY 99

cobiweb cleaning in the kitchen and restaurant

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DAY 100

Room cleaning very neatly as per occupancy

DAY 101

Handling balcony cleaning very neatly

DAY 102

room cleaning and fixture polishing and scrubbing

DAY 103

room cleaning and cobiweb cleaning with full hygiene

DAY 104

Sofa cleaning in different rooms

DAY 105

WEEKLY OFF

DAY 106

Cleaning cobiweb very neatly without any damages in guest rooms

DAY 107

Cleaning windows of guest rooms neatly

DAY 108

Cleaning of ceiling fan I guestroom slowly and neatly without any damage

DAY 109

Washing the towels and bedsheets in laundry

DAY 110

Public area cleaning, lobby mopping without any guest complaints

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DAY 111

WEEKLY OFF

DAY 112

W.C cleaning very neatly and without any damage in guest room

DAY 113

Learned how to polish fixtures and handling the situations properly

DAY 114

Room cleaning and fan cleaning in the guest rooms

DAY 115

Bathroom cleaning and W.C cleaning in a very hygiene condition

DAY 116

Public area cleaning with proper orders of hygiene precautions

DAY 117

Cleaning of drainage very deeply in the properway

DAY 118

Lobby mopping and public area cleaning

DAY 119

Room cleaning and bedmaking with proper sets of orders

DAY 120

Drainage cleaning very deeply and with proper hygiene and handled with proper way.

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6. CONCLUSION

In conclusion, there were many things that I have experience and learned during the four
months of my industrial training at “FOUR POINTS BY SHERATON.”. Whole training
period was very interesting, instructive and challenging. Through this training I was able to
gain new insight and more comprehensive understanding about the real industry working
condition and practice. The four months placement also has provided me the opportunities to
develop and improve my soft and functional skills. All of this valuable experience and
knowledge that I have gained were not only acquired through the direct involvement in task
given but also through other aspect of the training such as work observation, interaction with
colleagues and superior. From what I have undergone, I am hundred percentage agree that the
industrial training program have achieve its entire primary objective, it‟s also the best ways to
prepare student in facing the real working life. As a result of the program now I am more
confident to enter world and build my future career.

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7. BIBILIOGRAPHY

The above information's are the product of personnel experience and research
through various processes in quest to make a good project.

Some sources are:

 BOOKS
 BROCHURES
 MAGAZINES

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WEBSITES

 www.wikepedia.com
 www.setupmyhotel.com
 www.tripadvisor.com
 www.marriot.com
 www.tamilnadutourism.org

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