Don Bosco College of Hospitality Studies

DON BOSCO COLLEGE OF HOSPITALITY STUDIES.
INDUSTRIAL TRAINING REPORT:

TANYA ABHAY SOMAN
GRAND HYATT MUMBAI

SANTACRUZ.
TRAINING PERIOD: 16TH JULY 2022- 15TH NOVEMBER 2022.
ACKNOWLEDGEMENTS:
I attribute my sincere thanks to our institute, Don
Bosco Institute of Hotel Management, Grand Hyatt
Regency Mumbai for providing me this big platform to
experience the valued training of hospitality sector.
I would also like to thank Mr. Roger pereira for his
constant support throughout my training. I am very
grateful to him for his involvement and teaching
different facets of the hospitality sector. I wouldalso
like to thank my beloved parents and my friends for
their utmost assistance during my internship. I would
also like to express my sincere gratitude towards the
entire staff for their immense support, continuous
guidance and impartation of their valuable knowledge
which made this internship successful.
TABLE OF CONTENT:
INTRODUCTION:
introduction
Nestled amid 10 acres of sprawling greenery, Grand Hyatt
Mumbai is located in the heart of the city. The hotel’s
multidimensional lifestyle complex is home to award winning
dining experiences, well-appointed wellness and recreation
facilities and aesthetic rooms and apartments. The Hotel has
two outdoor pools surrounded by sun loungers and palm
trees.
Rooms at Grand Hyatt Mumbai feature modern décor and
floor-to-ceiling windows with courtyard or city views. Some
rooms have a balcony. The private bathrooms have a
separate bath and come with free toiletries.
Free private parking is available upon reservation and

an airport shuttle service is provided. Chhatrapati
Shivaji International Airport is only 6.2 mi away, while
Bandra Kurla Complex is an 8-minute drive away.
Grand Hyatt Mumbai is host to 4 award-winning
signature restaurants. Indulge in an array of cuisines at
our multi-cuisine outlet Fifty Five East, Italian cuisine at
Celini, Sichuan cuisine at China House Restaurant, and
Northwest Frontier cuisine at Soma. The Bar at the
lobby level serves exclusive cocktails, and fine wines.
Local and international produce can also be purchased
at the hotel's delicatessen, the Gourmet Store. The
hotel also offers extensive services that include the 24-
hour Concierge, multi-lingual staff and babysitting,
among others. The Concierge can assist with travel
arrangements, limousine hire, sight-seeing and in many
other ways to ensure a comfortable and memorable
stay. Art enthusiasts can enjoy the finest collections of
commissioned art by both established and upcoming
artists of India displayed in all public areas of the hotel.
FIFTY FIVE EAST

SOMA
CELINI
CHINA HOUSE
FRONT OFFICE
We Care for people so they can be their best
. area of the hotel
Offering a sauna, a steam room and a swimming pool,
Grand Hyatt Mumbai Hotel and Residences is located
less than 10 minutes by car from the historical Catholic
church "Basilica Of Our Lady of The Mount". The venue
is situated in the very heart of Mumbai, near Bhimnath
Temple.
Consulate of the United States of America is less than
2.7 km away. The hotel features 547 modern rooms
featuring tea and coffee making equipment, glassware,
and an electric kettle. Santacruz, Mumbai is within a
short driving distance of the luxurious property.
The accommodation is fitted with air conditioning,
blackout curtains and television. These contemporary
rooms overlook the garden. Nice touches include
hairdryers, guest toiletries and bath sheets.
There is an à la carte restaurant and a poolside bar on
site. The bar offers karaoke, a lounge and a TV as well
as an array of refreshing drinks. Guests can dine at
Celini, serving Italian dishes, or at China House
Restaurant, located within 5-minutes’ walk. The venue
is conveniently placed within a short drive from
Andheri train station. Featuring an outdoor swimming
pool, this hotel provides a fitness centre and facials for
free too. Various massages, a spa centre and Turkish
steam bath are also available on site to help relieve
tension. A health club offers fitness, a gym area and
fitness centre. The number and types of room
Experience the Grand Life at Grand Hyatt Mumbai
Hotel and Residences with our luxury rooms and suites
equipped with modern amenities. Dwell in comfort at
any of our 548 rooms and suites or 110 serviced
apartments, where the ease of convenience and
extravagance greets you from the minute you step into
the hotel. Whether you are in town for business or
leisure, Grand Hyatt Mumbai offers a pristine location
to recharge while experiencing the city of Mumbai.
1 King Bed
Unwind in our spacious 38 sq m Grand room that
features a King size bed. Marble bath and an over-sized
work desk
2 Twin Beds
features a Twin size beds, Marble bath and an over-
sized work desk.
1 Queen Bed
features a Queen size bed, Marble bath and an over-
sized work desk.
Diplomatic Suite
Contemporary designs meets extravagance at the
luxurious 86 sq m Diplomatic Suite, with a spacious
living area, modern fittings, a master bedroom and a
self-contained work desk. Enjoy exclusive club access
where you can conduct private business meetings,
free-flowing cocktails and breakfast.
Grand Executive Suite
Elegant, Grand and Spacious, the 78 sq m suite offers
stunning view of the city and includes a luxurious living
area, master bedroom, bathroom and workstation.
Enjoy exclusive club access where you can conduct
private business meetings, free-flowing cocktails and
breakfast.
Grand Suite King
The suite ranges from 46 – 61 sq m and features a
living area, master bedroom and bathroom and a
generous workspace. Enjoy exclusive club access where
you can conduct private business meetings, free-
flowing cocktails and breakfast.
Presidential Suite
Fit for Royalty, the 166 sq m suite features a spacious
living area and dining area, a kitchenette, a separate
study, two elegant bedrooms, opulent bathrooms and
its very own patio. Enjoy exclusive amenities such as
private butler service, special amenities on arrival, a
full Bar set-up within the room and airport transfers in
a luxury car.
Verandah Suite King
Overlook the scenic beauty of our wonderful gardens
and the city of Mumbai through our 64 sq m Verandah
suite which features an oversized balcony, a king
bedroom, spacious living area and a work desk. Enjoy
exclusive club access to our Grand Club where you can
conduct business in private meeting rooms and enjoy
free-flowing cocktails for two hours.
OUTLETS
China House
Indulge in gourmet food and beverage offerings in the
heart of Mumbai at our award winning restaurants and
lounges at Grand Hyatt Mumbai. In between relaxing at
the hotel, attending business meetings, or exploring
the city that never sleeps, savor authentic regional fare
from across the globe with our seasoned chefs and
thoughtfully crafted culinary offerings. Now enjoy
some of your favorite delicacies in the comforts of your
home with our Home Delivery and Takeaway service.
Celini
Celini, the truly Italian restaurant in Mumbai, with
home-style cooking embraces traditional Italian recipes
and presents them with a modern approach. Exuding
understated elegance, the interiors of Celini are
contemporary and simple. The restaurant showcases a
wood-fired pizza oven, rotisserie, and charcoal grill – all
built into its show kitchen designed by Molteni of
France, where the sights and smells of authentic Italian
cooking invades all the senses. The restaurant has an
exhaustive list of delectable wines and multiple seating
options like table booths and lounges. Click here to
view the dining menu.
Now experience this Italian exuberance within the
comforts of your own home with our special Home
Delivery Service. Click here to view our Home Delivery
Menu.
soma
Grand Hyatt Mumbai Hotel’s Indian restaurant Soma
offers authentic specialties from North India and the
North-West frontier cuisine. The food at the best
Indian restaurant in Mumbai is simple, with a selection
of tandoor-grilled meats, seafood, and vegetables,
each prepared live to perfection. The tandoor show
kitchen at Soma is the restaurant’s central feature,
allowing diners to see skilled chefs preparing the meal
right before their eyes. The colorful and eclectic art at
Soma restaurant in Mumbai reflects the moon in its
serene traditional moods, providing the ideal ambiance
for savoring authentic and traditional Indian cuisine.
The restaurant has an exhaustive wine list and unique
desserts.
Fifty Five East
ifty Five East is a casual dining restaurant in Mumbai
featuring an interactive kitchen, offering Thai,
Japanese, Lebanese mezze, Western and Indian
specialties prepared à la minute. The design of Fifty
Five East draws inspiration from the natural
phenomena of sunlight passing through leaves and
branches in a forest, and the result is a textured look
with uneven shadows in harmony with each other. The
atmosphere is relaxing and kid-friendly with multiple
seating options such as table booths and lounges. Fifty
Five East is also known for its exhaustive wine list and
is popular for its business luncheons.
Lobby Lounge
The stylish contemporary Lobby Lounge is located in
the best business hotel in Mumbai and is an ideal place
for business meetings, networking and informal
lunches. The all day dining menu at Lobby Lounge
includes an eclectic mix of Indian and international
specialities and afternoon high tea. One of the
highlights of the beverage menu is the premium
selection of Eau de Vie and the Indian single estate
teas.
Gourmet Store
Gourmet Store features a large selection of gourmet
delicatessen items, such as customized cakes, fresh
bakes, cold cuts, home-made salads, meats, and made-
to-order sandwiches, as well as best of the coffee
selections, an array of teas, smoothies and milkshakes,
which are available to take away or be consumed in
the Gourmet Store. Our retail cafe specializes in a wide
range of artisanal and healthy products.
The Bar
The Bar in the best 5 star hotel in Mumbai is centrally
located on the Lobby level, adjacent to all the
restaurants, making it an ideal place to sit back and
unwind with pre- and post-dinner drinks. The Bar in
Mumbai is one of the few bars that also serves an all-
day dining menu featuring Indian and international
cuisine. Enjoy a great meal and select from a range of
vintage wines by the glass, fine whiskeys and single
malts. The Bar Mumbai is a great place to unwind after
a long day with friends and business associates.
In-Room Dining
n-Room Dining at Grand Hyatt Mumbai is available to
make sure you have everything you need to satiate
your appetite. Be it a sandwich or salad or a
wholesome meal, while you work, watch a movie, or
enjoy a meal with the family, we will be happy to bring
it up to your room. Call us at extension 0 to order other
facilities and services
Hotel Pool
Amidst the green oasis right in the heart of the city, the
hotel offers relaxation in this city resort with its
outdoor pool and adjacent children’s pool. Unwind
with refreshing mocktails and cocktails at the
dedicated poolside bar or on lounge chairs.
The Grand Club
A premium, private and exclusive lounge, accessible to
Club Rooms and Suite guests, the Club lounge offers
breakfast in private; cocktail hours and a one-way
airport transfer.
Grand Residences
Plan your stay in style and grandeur at Grand Hyatt
Mumbai Residences. Revel in a luxurious lifestyle as
you choose from 110 serviced apartments with 1, 2
and 3 BHK configurations with a private swimming
pool, exclusive entry, parking security, preferred dining
and laundry packages for resident guests.
Club Oasis Spa

Revitalize your body, mind, and soul, and rejuvenate
your senses at this world-class resort. Our spacious
facility is dedicated to relaxation; recreation and re-
fueling the body and mind, and we encourage each
guest to indulge in complete tranquility with our
blissful treatment options
Club Oasis Fitness Center

The Club Oasis fitness center offers a state-of-the-art
gymnasium with extensive fitness and cardiovascular
equipment, personalized trainers and innovative
exercise programs. Club Oasis – Fitness Centre and Spa
offers monthly, quarterly, bi-annual and annual
memberships for individuals, couples and families.
HIERARCHY OF FRONT OFFICE:
Front Office Manager / Director Of Rooms: Directly
supervises all front office personnel and ensures
proper completion of all front office duties.
Assistant Front Office Managers: Responsible to assist

the Front office manager in his day to operations and
also take charge when FOM is not available.
Duty Manager: Directly supervises the Reception,

Concierge, Telephone, Travel Desk and the Bell desk.
Guest Relations Manager: Responsible for all the guest

relations related activities in the hotel.
Reservation Manager: Responsible for all reservations

related tasks.
Revenue Manager: Responsible for managing the

hotels online inventory, website, Online Travel Agents
etc..
Front Desk Agent: Registers guests, and maintains
room availability information.
Cashier: Maintains and settles guest folios, and

properly checks out guests.
Night Auditor: Controls the job of the Accounts

Receivable Clerk, and prepares daily reports to
management (ex: Occupancy Report and Revenue
Report).
Mail & Information Clerk: Takes Messages, provides

Directions to Guests, and maintains Mail.
Concierge: Responsible to assist guests by booking

tours, making theatre and restaurant reservations, etc.
Telephone Operator: Manages the Switchboard and

coordinates Wake-up Calls.
Reservation Agent: Responds to Reservation Requests

and creates Reservation Records.
Supervisors: Responsible to oversee and assists the
duties and tasks of the respective staff work.
Uniformed Service Agent: Handles Guest Luggage,

escorts Guests to their Rooms, and assists guests for
any bit of information requested.
DUTIES AND RESPONSIBILITIES:
1)FRONT OFFICE MANAGER
Trains, cross –trains, and retrains all front office
personnel.
Participates in the selection of front office personnel.
Schedules the front office staff.
Supervises workload during shifts.
Evaluates the job performance if each front office

employee.
Maintains working relationships and communicates

with all departments.
Maintains master key control.
Verifies that accurate room status information is

maintained and properly communicated.
Resolves guest problems quickly, efficiently, and
courteously.
Updates group information. Maintains, monitors, and

prepares group requirements. Relays information to
appropriate personnel.
Reviews and completes credit limit report.
Works within the allocated budget for the front office.
Receives information from the previous shift manger

and passes on pertinent details to the oncoming
manager.
Checks cashiers in and out and verifies banks and

deposits at the end of each shift.
Enforces all cash-handling, check-cashing, and credit
policies.
Conducts regularly scheduled meetings of front office
personnel.
Wears the proper uniform at all times. Requires all

front office employees to wear proper uniforms at all
times.
Upholds the hotel's commitment to hospitality.
Prepare performance reports related to front office.
Maximize room revenue and occupancy by reviewing

status daily. Analyse rate variance, monitor credit
report and maintain close observation of daily house
count. Monitor selling status of house daily. Ie flash
report, allowance etc.
Monitor high balance guest and take appropriate

action.
Ensure implementation of all hotel policies and house

rules.
Operate all aspects of Front Office computer system,
including software maintenance, report generation and
analysis, and simple configuration changes.
Prepare revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages,

and mail in a timely and professional manner.
Ensure that employees are, at all times, attentive,

friendly, helpful and courteous to all guests managers
and other employees.
Monitor all V.I.P 's special guests and requests.
Maintain required pars of all front office and stationary

supplies.
2)SUPERVISOR
1. Ensure Outstanding customer care at all times.
2. Maintains a friendly, cheerful and courteous

demeanour at all times.
3. Courteously and accurately answers inquiries from

potential guests and accepts hotel reservations.
4. Responds to telephone and in-person inquiries

regarding reservations, hotel information and guest
concerns.
5. Uses suggestive selling techniques to sell room

nights, increase occupancy and revenue.
6. Supervise daily shift process ensuring all team

members adhere to standard operating procedures.
7. Train, direct the work of, resolve issues/problems

and coach and counsel the front desk team members
to ensure a quality operation.
8. Resolve customer issues, complaints, problems in
a quick, efficient manner to maintain a high level of
customer satisfaction and quality service.
9. Adhere to company credit limit / floor limit

policies.
10. Allocate rooms to expected arrivals after

checking the guests preferences and special
requests.
11. Build strong relationships and liaise with all other

department's especially housekeeping, reservations
etc.
12. Operates the EPBX equipment, including,
assisting incoming & outgoing calls, setting wake-up
calls, enabling DND (Do Not Disturb) and paging for
in-house guests.
13. Cross Check all billing instructions are correctly

updated
14. Controls cash transactions at the front desk and
maintains complete responsibility for personal bank
as specified by hotel bank agreement policy.
15. Supervise the operations of the front desk to

ensure an optimal level of service and hospitality is
provided to the guests.
16. Performs other duties as assigned, requested or

deemed necessary by management.
17. Ensure Front office log book and hotel log book is
always updated and actioned upon.
18. Ensures safety by following guest check in and

security procedures and reporting suspicious activity
to security, manager, or MOD.
19. Participate in hotel committees and task force

assignments.
20. Assist all departments in servicing the guests
during high volume periods.
21. Takes responsibility in the absence of the Duty

Manager / Front office manager
22. As a supervisor you will be a role model, sharing

your expertise and continually inspiring the front
office team.
3)FRONT OFFICE ASSOCIATE:
Register guests and assigns rooms. Accommodates
special requests whenever possible.
Assists in pre-registration and blocking of rooms for

reservations.
Thoroughly understand and adheres to proper

credit, check- cashing, and cash handling policies and
procedures.
Understands room status and room status tracking.
Knows room locations, types of rooms available, and

room rates.
Must be sales-minded. Presents options and

alternatives to guests and offers assistance in making
choices.
Uses suggestive selling techniques to sell rooms and

to promote other services of the hotel.
Knows the location and types of available rooms as
well as the activities and services of the property.
Coordinates room status updates with the

housekeeping department by notification
housekeeping of all checkouts, late checkouts, early
check-ins, special requests, and day use rooms.
Possesses a working knowledge of the reservations

department. Takes same day reservations and future
reservations when necessary. Knows cancellation
procedures.
Maintains guest room key storage, and maintains

and supervises access to safe deposit boxes.
File room keys ( only for manual room key hotels)
Knows how to use front office equipment.
Process guest check-outs.

Performing cashier related functions like posting
charges to guest accounts, raising paid out's,
currency exchange,
Follows procedures for issuing and closing safe

deposit boxes used by guests.
Works closely with the housekeeping department in

the keeping room status reports up to date and
coordinates requests for maintenance and repair
work.
Uses proper telephone etiquette.
Performs cashiering tasks like bill/invoice settlement,

posting charges to the guest, paid out's, Foreign
currency exchange etc.
Uses proper mail, package, and message handling

procedures and record details in the courier Mail
Register.
Advise guest of any messages, mail, faxes, etc.
received for them.
Inform guest of the room safe and mini-bar key and

room key procedures.
Issue parking passes/validate valet parking tickets.
Communicate services and amenities of the hotel to

guests.
Obtain proper identification for tax-exempt guests

and attach the form to registration card.
Direct Bell Person to escort guest and transport their
luggage to the room.
Reads and initials the pass-on log and bulletin board

daily. Is aware of daily activities and meetings taking
place in the hotel.
Attends department meetings.

Reports any unusual occurrences or requests to the
manager or assistant manager.
Knows all safety and emergency procedures, Is

aware of accident prevention policies.
Maintains the cleanliness and neatness of the front

desk area.
Understand that business demands sometimes make

it necessary to move employees from their
accustomed shift to other shifts.
Advise guest of any messages, mail, faxes, etc.

received for them.
KITCHEN:
The Kitchen department is a sub-department of the Food and
Beverage operation of a hotel. It deserves special mention because
some supervisory and executive positions are occupied by highly
skilled individuals. They are also well paid and headhunted by the
best! This may sound like a very enticing career option, but bear in
mind that it takes many years of hard work and passion to excel in
this area.
The food production department, commonly called the Kitchen

department, involves the preparation of food, while the delivery is
done by the F&B department. The food production department
consists of the main kitchen (hot & cold), banquet kitchen, soup
section, pantry section, pastry section, baking & confectionery.
JOB ROLES:
ENTRY LEVEL:
Trainee Steward: A trainee is someone who is still learning to assist
in keeping a restaurant and bar clean and sanitary, in cleaning dishes,
and tending to customers’ needs.
Kitchen Steward: A Kitchen Steward helps a restaurant with

cleaning and restocking tasks, ensuring that all kitchen areas are
sanitary and supplies are available.
Apprentice / Trainee: Helps a Chef prepare and cook dishes while

training to be full-time chefs themselves. They also oversee food
supplies in refrigerators and storerooms, clean and serve food.
Commis I: The Commis I Chef prepares food and ensures a courteous
and professional service in keeping with operational standards. Is
also responsible for assisting the Sous Chef in cooking and ensuring
all stations are clean.
Commis II: A Commis II is responsible for daily food preparation and

duties assigned to meet the set standard. Will also support the Demi
Chef de Partie or Commis I.
Commis III: Prepares section mise en place, assists the Chef De Partie
in his duties to ensure that all food is served. Will also assist Commis
II and Commis I.
SUPERVISORY LEVEL:
Assistant Chief Steward: Manages the inventory of all equipment,
crockery, cutlery and glassware. Also manages the stewarding team
in order to ensure a clean and safe working environment for the F&B
team.
Demi chef de Partie: A Demi Chef de Partie is responsible for the

preparation and cooking of food. Assists in all areas of the kitchen for
breakfast, lunch and dinner. Ensures the kitchen areas are clean and
tidy.
Chef de Partie: A Chef de Partie oversees a specific section of the

kitchen. This could be either the butchery, pastry, fish, vegetable,
sauces kitchens. This position is sometimes referred to as line cook
or station chef. In larger kitchens, the Chef de Partie is usually
assisted by a Demi-chef de Partie, Commis or Trainee Chef.
EXECUTIVE LEVEL:
Chief Steward: Coordinates the activities of the pantry and
storeroom, supervises non-cooking kitchen workers, purchases
supplies and equipment. Also inspects kitchens, workrooms,
storerooms and equipment for cleanliness.
Junior Sous Chef: A Junior Sous Chef is an assistant to the Sous Chef.
Therefore, they are responsible for many of the same duties and
responsibilities, such as inventory, food preparation and staff
management.
Executive Sous Chef: This individual will assist the Executive Chef
with overall operation. It is up to him to ensure guest satisfaction,
organize, direct and also control kitchen operation and
administration work.
Pastry Sous Chef: Should act as a mentor to the kitchen team

responsible for pastries and desserts. Supports the Sous Chef with
the management of the wider kitchen. Plans out the week, handles
rotas and assigns duties to the team.
Executive Chef: The Executive Chef is in charge of the daily

operations of hotel and restaurant kitchens. Their duties include
hiring, training and overseeing kitchen staff. Also known as Chef
Manager or Head Chef.
The food Production department of a hotel is among one of the
major departments of the hotel. The role of the Food Production or
Kitchen department is to prepare food for the guest. The guests who
are staying in the hotel rooms and also for those who are walk-in
guests and comes to the restaurants to enjoy meals. The Hotel Food
production and sub-departments of the hotel kitchen is headed by
Executive Chef.
Here are the Sub departments of Food Production
MAIN/BANQUET KITCHEN:
This is the large kitchen area where food is prepared for different
restaurants or F&B service outlets. The food here is prepared for
Coffee Shop, Room Service, & Snacks for Bar. The main kitchen has
further sub-sections such as Indian Kitchen, Continental Kitchen,
South Indian Section, Tandoor and cold section.Banquet kitchen is a
very busy kitchen it provide a wide range of dishes, pre plated
service is also done in this kitchen as required, live food stations are
also there if there is request. banquet kitchen provides breakfasts,
brunch, lunch, high tea and dinner according to request of guests. in
banquet kitchen food is prepared in large quantity. banquet kitchen
also provide a wide range of veg and non veg staters. The most
important feature of banquet kitchen is the also provides veg, non
veg, vegan and Jain options according to guest requests.
Shift Timing
Morning shift: 7 am to 5 pm
Afternoon shift: 12 pm to 10 pm
Panzer shift: 7 pm to 5 am
Night shift: 10 pm to 8 am
Bakery & Confectionery- All bakery items like cakes, pastries,

chocolates, Muffins are made in this section.Grand Hyatt have a
bakery as well as pastry section kitchen which is all dedicated to
make different types of cakes, pastries, different types of breads,
cookies. All the chocolate amenities, amenity cakes, cakes on special
requests and all the pastries for banquet events and gourmet store is
made in bakery of Hyatt only.
Shift Timing
Butchery – It is a section where all the raw meat supplies such as

chicken, mutton, fish, prawns, lobsters, etc are received and cleaned,
properly wrapped for further storage.Grand Hyatt Mumbai have a
different butchery section in hotel. Butchery section is responsible
for Butchery is the art of selecting, slaughtering, deboning, cutting
and preparing meat. Butchery is responsible for selecting,
slaughtering, deboning, cutting and preparing meat. Butchery is
responsible for providing non veg to all the outlets.
Shift Timing
Morning shift: 7 am to 5 am
Chefs area – Executive chef sits here and a lot of planning takes place
inside this area
Commissary: It is a place or section where we store all the green

vegetables in bulk. Commissary is responsible to make all the
vegetable items ready for next day meal. The vegetable for same day
meal had already prepared on one day ahead. Commissary is
responsible to receive all vegetable and fruit items to make
requisition list of vegetable and fruits according to the demand of
outlets in a hotel. To supply vegetable and fruits inside the
department and outside the department according to the
requisition. To help inside the department if necessary. To prepare
the amenities for VIP guests. Cleaning the foster on a regular
interval of time where vegetable and fruit are kept. To save the cost
of hotel, it should prevent the wastage of food material.
Shift Timing
In Room Dining Kitchen: In Room Dining Kitchen is a very busy

kitchen which is open 24 hours and which provide food of all cuisine
to all rooms and apartments of grand Hyatt Mumbai In - room dining
provides a wide range of Appetizers, soups, biryanis, pastas, pizzas,
noodles, desserts, light food, kids special dishes, kababs, sea food,
etc. In room beverage: iced teas, Indian coolers like chas and lassi,
milkshakes, smoothies, seasonal fresh juices, etc are also made. Call
0 on the landline or scan qr code for order.
Shift Timing
Outlet kitchen
Fifty-five East
Fifty Five East - the multi-cuisine restaurant at Grand Hyatt Mumbai
has recently expanded its Japanese cuisine beyond sushi and
includes a plethora of new additions to its Japanese menu. (Named
after the location of the hotel, as the pin code of area in which the
hotel is situated is 450055, and it is situated in the east side of
Mumbai, so from its pin code and hotels location in east side its
named 55East)
Cuisine:
Asian : Indian, Japanese, Lebanese, Thai
Dining Options:
Buffet, Breakfast, Dinner, Fine dining, Lunch, Sunday Brunch
Shift timing for kitchen:
Gourmet Store
Located on the ground level of The Grand Hyatt Plaza, the Gourmet
Store offers fresh bakeries, cakes, a delectable grab and goes menu
and short eats all through the day.
Cuisine: Bakery - Desserts, Snacks
Dining Options: Ala carte dining, Coffee & Snacks, Desserts

Second shift: 10 pm to 8 pm
No of chef in lobby lounge:

4 total
Head chef, 2 Commis
And a trainee
Speciality :
Classic non veg Zinger burger
A well-seasoned, crispy fried chicken fillet slathered with a special
burger sauce, topped with a slice of cheddar cheese, Iceberg lettuce,
caramelized onion
Paneer khurchan kathi

Cottage cheese, bell pepper, tomato, onion wrapped
in roomali roti
Soft centered chocolate cake

Freshly baked chocolate cake served with scoop of vanilla ice cream
Lobby Lounge
Lobby Lounge is a stylish contemporary restaurant located in the
lobby of the hotel and is an ideal place for business meetings,
networking and informal lunches. The all day dining menu at Lobby
Lounge includes an eclectic mix of Indian and international
specialties, afternoon high tea as well as a selection of canapés. One
of the highlights of the beverage menu is the premium selection of
Eau de Vie and the Indian single estate teas.
Cuisine:
Snacks - Finger Food, Multi-cuisine
Dining Options:
Ala carte dining, All day dining, Coffee & Snacks, High Tea, Informal
gatherings, Serves cocktails & drinks Good For: Coffee break,
Reunions & Hangout, Casual catch-ups

10 am to 8pm
No of chef in lobby lounge:

3 total
Head chef and 2 Commis
Speciality :
Classic non veg Zinger burger
A well-seasoned, crispy fried chicken fillet slathered with a special
burger sauce, topped with a slice of cheddar cheese, Iceberg lettuce,
caramelized onion
Paneer khurchan kathi

Cottage cheese, bell pepper, tomato, onion wrapped
in roomali roti
Soft centered chocolate cake

Freshly baked chocolate cake served with scoop of vanilla ice cream
Soma
Grand Hyatt Mumbai Hotel’s Indian restaurant Soma offers authentic
specialties from North India and the North-West frontier cuisine. The
food at the best Indian restaurant in Mumbai is simple, with a
selection of tandoor-grilled meats, seafood, and vegetables, each
prepared live to perfection. The tandoor show kitchen at Soma is the
restaurant’s central feature, allowing diners to see skilled chefs
preparing the meal right before their eyes. The colorful and eclectic
art at Soma restaurant in Mumbai reflects the moon in its serene
traditional moods, providing the ideal ambiance for savoring authentic
and traditional Indian cuisine. The restaurant has an exhaustive wine
list and unique desserts.
Savor the taste of the Mughals within the comforts of your own home
with our special Home Delivery service.
A palette of Indian art and food, Soma offers authentic specialties

from North India and the North-West frontier cuisine
(The restaurant is been named after moon phase)

Cuisine:
North Indian - Bengali, Indian, Malwani
Dining Options:
Ala carte dining, Dinner, Fine dining, Group Dining, Informal
gatherings, Private gatherings, Quiet Dinner, Serves cocktails &
drinks

Morning shift: 12 pm to10 pm
Afternoon shift: 3 pm to 1am
China House
Designed to exude the warmth of a typical Chinese home, China
House offers casual dining with a modern approach serving authentic
Chinese cuisine from the Sichuan province of China.
Cuisine:
Chinese - Cantonese, Sichuan
Dining Options:
Ala carte dining, Dinner, Fine dining, Group Dining, Informal

gatherings, Late nights
Shift Timing
Speciality :
Beggar’s Chicken, hand-pulled Dan Dan noodles, Peking Duck, Black Pepper
King Crab
Celini
Famed for its authentic home-style cooking, Celini embraces
traditional Italian recipes and presents them with a modern
approach.Celine has a open kitchen with wood fire oven
(Named after moon phase)
Cuisine:
Italian - Continental, European, Mediterranean
Dining Options:
Ala carte dining, Desserts, Dinner, Fine dining, Group Dining, Late
nights, Lunch, Private gatherings, Serves cocktails & drinks, Wine
dinners
Shift Timing
Interdepartmental relation of kitchen with
other departments
As we all know, the kitchen is the heart of the hotel operations; but
its mere existence is meaningless if it does not have good people
who serve the food and more so when there are no customers who
will eat the food. Also, chefs will not be able to cook until they have
the ingredients, so it will be right to say that suppliers too are an
integral part of kitchen operations. Everyone works as a team and so
the coordination of the kitchen with rest of the departments in the
hotel or with people outside the hotel is of utmost importance. The
people outside the hotel, who directly or indirectly influence the
business, are called ‘external customers’ and the departments inside
the hotel are referred to as ‘internal customers’.
1. External Customers: Usually the executive chef and the executive

sous chef deal with the external customer and it is very important for
the chefs to keep them happy. We are not only talking about guests
here; but many other people or organizations that will affect the
hotel’s business.
2. Internal Customers: Internal customers are the most important

people with whom chefs deal on a daily basis and without whom
their existence is almost negligible. The kitchen prepares food for the
entire staff in the cafeteria and healthy and nutritious food is a great
motivating factor for the entire team. Sometimes in cafeteria, chefs
also celebrate the festivals with special food for the employees. All
this is done to keep the staff morale high and to have a good
coordination with the other departments, as chefs are dependent on
them for many things.
i. Food and Beverage Service: It is a most common sight to see the

kitchen staff arguing with service people and vice versa. The age old
animosity between the two departments results from the fact that
both do not appreciate each other’s job. However, in spite of such
differences, they are completely interdependent and cannot do
without each other. The kitchen depends on the service for the
following things: Service operates sales in various outlets. It takes the
food order and serves it to the guest. Service acts as a bridge
between the guest and the chef and helps to communicate the
requests and opinions of the food by providing constant feedback.
For cooking, wines and liquors are required from F&B on daily basis.
Service sells the food and markets the chef’s specialty, thereby
bringing in more sales and happy customers.
ii. Housekeeping: Following are some important points related to the

coordination between the kitchen and housekeeping. Kitchen
requires clean uniforms, aprons, and dusters on daily basis, which
are provided by housekeeping. Kitchen also needs to coordinate with
housekeeping regarding the pest control and fumigation in the
kitchen. Special uniforms if required for particular functions or
theme parties are obtained from housekeeping. Festive decorations
if required in the restaurants or outlets, is again taken care of by
housekeeping.
iii. Front Office: Following are the important points related to the
coordination between the kitchen and the front office. Front office
communicates the daily arrival list to the kitchen and it helps the
chefs to forecast their production so that the wastage is minimized.
The daily arrival list also contains guest history and the chefs come to
know if there was any problem with food or service during the
guest’s previous stay. Hence, they could make it up this time by
exceeding his/her expectation. The front office circulates VIP lists in
the kitchens for any special requests of guests and for the room
amenities to be placed in the room. Sometimes welcome drinks are
prepared by the kitchen for some VIPs. Front office also assists
guests in making their dining choices and helps in marketing the
restaurants and outlets.
FOOD AND BEVERAGE:
OUTLETS
F&B Outlet
Fifty Five East
The Concept
Fifty Five East is a casual dining restaurant in Mumbai featuring
interactive kitchens, offering Thai, Japanese, Lebanese mezze,
Western and Indian specialties prepared à la minute. The design of
the Fifty Five East Mumbai restaurant draws inspiration from the
natural phenomena of sunlight passing through leaves and branches
in a forest, and the result is a textured look with uneven shadows in
harmony with each other. The atmosphere is relaxing and kid-
friendly with multiple seating options such as table booths and
lounge. Fifty Five East restaurant is also known for its exhaustive
wine list and is popular for its business luncheons, exciting offers
over lunch & dinner and exotic flavors from the orient. Rotational
menu on daily basis for breakfast, lunch and dinner.
Mission &Vision
We provide fresh modern cuisine in a unique environment with
friendly yet un-intrusive service to a high volume of customers
through effective teamwork and communication. We acknowledge
our customer on arrival and say thank you to every customer for
choosing our Buffet.
Lighting
Walk down the sweeping wooden staircase into a wide space and be
amidst fancy lights beaming through laser-cut ceilings, theatrical
kitchens fired up, and gaze at the design of the restaurant that draws
inspiration from the natural phenomena of sunlight passing through
leaves and branches of a forest, the result is a textured look with
uneven shadows in harmony with each other.
Timing
06:00-08:00: ‘Morning-A soothing low-tempo collection of tracks
featuring acoustic and electronic tones, blended with ambient
soundscapes.
08:00-10:30: ‘Business Breakfast – A relaxed contemporary selection
of instrumental and vocal downtempo tracks, with a stylish and sleek
sound.
10:30-18:00 ‘Daytime-An uplifting and sophisticated electronic
lounge mix, with vocal and instrumental tracks suited for cocktails
and daytime tempo.
18:00-00:00: ‘Evening – Contemporary bossa influenced tracks, with
light percussions from international Latin artists perfect for a sunset
transition to late night drinks
Soma
Soma, the Indian restaurant, offers authentic specialities from North
India and the North-West frontier cuisine with a selection of
tandoor-grilled meats, seafood and vegetables, prepared to
perfection in front of your eyes. The eclectic art at Soma provides the
ideal ambience for savouring authentic and traditional Indian cuisine
with an exhaustive list of finest Indian wines and unique desserts.
Timing
19:00-00:00
Head Chef
Chef Jhupa Singh
Outlet manager
Mr Rahul Funde
Ciline
The home-style authentic Italian restaurant ‘Celini’ in Mumbai is
open for Lunch and Dinner. Celini, embraces traditional Italian
recipes and presents them with a modern approach. Indulge in the
best of traditional Italian dishes such as Woodfried Pizza, Pastas,
Lasagne and many more Italian delights with the best Tiramisu in
town.
Award Winning
2018 Times Food Awards – Best Italian Restaurant – Celini
2019 Peaklife Gourmet Awards-Favourite Italian Restaurant(In a
Hotel)- Celini
2021 Times Food Awards – Best Italian in Premium Dining
Timing
7:00-10:30 Morning Breakfast
12:00-15:00 Lunch
19:00-00:00 Dinner
00:00-3:00 Midnight Snacks
Head Chef
Chef Rohit Shukla
Outlet Manager
Mr. Deepak Jhunjhunwala
China House
Mumbai’s favorite award winning Sichuanese cuisine restaurant that
offers a casual dining with a modern approach, China House
Restaurant is designed to exude the warmth of a typical Chinese
home. From enticing handmade dim sums by MasterChef Ya Jun
Zhang, to delectable signature dishes such as Beggar’s Chicken, hand-
pulled Dan Dan noodles, Peking Duck, Black Pepper King Crab; the
authentic flavors are complimented by a menu of fine wines that
soothe the palate. A selection of enticing desserts such as the
Imperial Dessert Platter and the Jasmine Tiramisu provide the perfect
end to a spectacular meal. The restaurant design itself integrates
interactive glass show kitchens into a multiple-seating layout with
table booths and private dining areas providing a multitude of
seating options.
Timing
7:00-10:30 Breakfast
12:30-15:00 Lunch
19:00-00:00 Dinner
Head Chef
Chef Ya Jun Zhang
Outlet Manger
Mr. Saif Sayed
Hireachy
F&B Director – Mr Nibu Mathew
Assistant Director – Mrs Cindrella Gomes
Outlet Director – Mr Amit Basu
Fifty Five East Manager – Mr Noheed Shaikh
Celini – Mr. Deepak Jhunjhunwala
Soma – Mr Rahul Funde
China House – Mr Saif Sayed
Fifty Five East

Fifty Five East has a 51 table with 153 covers
Soma
Soma has a 36 table with 112 covers
China House
China house has a 48 table with 146 covers
Celine
Ciline has a 39 table with 129 covers
BANQUETS:
Director of Events: Mr. Sayandeb Pal
Banquet Manager: Mr.Shakir Ali
Assistant Banquet Managers: Mr.Sunil Sharma and Mr. John Rego
Dsouza
Banquet is a large catering activity department where food &
beverage are served for pre-arranged number of peoples on pre-
fixed date & time agreed menu & price. Banquet is a place where
many guest having their Food and Beverage together. You can say
Banquet is a proper place of party. Thousands of peoples have their
Food and Beverage as well as Lunch or Dinner in Banquet Hall. But
this party is held and fixed with Date, time and Price. Like you want
to hold a party with 500 peoples then you have to fix Date, time and
price of the food and Banquet hall. Some Banquet charges some
money as rent of Banquet hall. Banquet is the very important part of
F&B section. If you think about F&B or Restaurant then you must
have to think about Banquet hall, Because Banquet is a right place to
have Food and Beverage. Buffet: This is a popular banquet service,
chosen in events with a large number of attendees. There is a buffet
line of food choices, which the guests pass through and serve
themselves. It is a convenient way of choosing what an individual
wants to choose.
Reception: It is a popular term known across countries involving a
gathering where people mill around the room while eating and
chatting. This is a special gathering of a varied number of people,
came together for a special occasion.
Food Stations: This is an event that comprises food stalls or stations
offering various cuisines, courses and dishes to the guests. Many
times, these stations are manned by chefs who prepare food in front
of the guests. The most common food stations include pasta bars,
sushi stations, desserts, etc.
Cafeteria-Style: This is very similar to the buffet-style banquet
service, with a difference that servers themselves serve the food. The
practice is used to control the portion sizes.
Plated: In this service, the guests are seated, and servers bring food
already portioned into the plates from the kitchen. This is believed to
be one of the most efficient types of banquet service. The plated
style is the most common one seen at formal events, seminars,
conferences, and formal dinners. Pre-Set Service: If the food is
already showing up on the table at the time of your arrival, it is
known as a pre-set arrangement. This is applicable mostly with
bread, desserts, salads, and beverages.
The Banquets of Grand Hyatt Mumbai is the second largest revenue
generating department of the hotel. Grand Hyatt, Mumbai, offers
multiple party areas namely- Grand Hyatt Lawns, Grand Ballroom,
Grand Salon, Boardrooms, and Mahogany. It is voted as one of the
best hotels for high-profile receptions and corporate engagements.
The banquets in Grand Hyatt Mumbai give you the perfect space to
celebrate weddings, receptions, sangeet, mehndi, and ring
ceremonies, lavish birthday parties, wedding anniversaries, upscale
social gettogethers, fundraisers, promotion parties, seminars, team-
building activities, conferences, and board meetings. The hotel is
known for its global gastronomical cuisines and houses exquisite fine
dining cafes, bistros, and bars namely- Fifty-Five East, China House,
Celiniand, and Somaare. Relish the finest of Italian, Indian, and
Japanese cuisines in the vegetarian and non-vegetarian assortments.
The hotel stocks some of the best Indian plus international wines and
spirits to ensure you have a gala time. Grand Hyatt reviews will surely
help you assess the facilities and service quality maintained here.
Grand Hyatt, Kalina, offers numerous activities for the guests to
indulge in rejuvenation like- fitness center, yoga, spa, outdoor
games, and glistening swim pools. Grand Hyatt Wedding Hotel
Mumbai offers extravagant rooms and suites with contemporary
furnishing, subtle decor, with the cityscape view to pleasure you with
a memorable guest experience.
The Banquets operate under different Venues:
1. Grand Ball Room
The elegant pillar less Grand Ballroom is the highlight of Grand
Hyatt Mumbai. Naturally lit on two sides and overlooking the
Courtyard with a contemporary waterfall, Grand Ballroom is an
iconic venue to host weddings and conferences with
extraordinary experiences. Grand Ballroom can also be split
into 3 smaller spaces to suit your requirement. Venue Size -
11,480 sq ft
2. Grand Salon
Modern and elegant, Grand Salon a venue along with the
prefunction area is the perfect setting for any social or
corporate events. Venue Size – 2,184 sq ft
3. Grand Lawn
A versatile outdoor venue in Mumbai for grand celebrations,
Grand Lawns is a stunning venue surrounded by a canopy of
trees and is an ideal setting to host spectacular events and
weddings. Venue Size - 38,425 sq ft
4. Mahogany
Mahogany is a quaint venue that offers phenomenal cuisine
and unparalleled service, that will make for great intimate
gatherings. Venue Size – 1,104 sq ft 5. Boardrooms Our chic
Boardrooms, equipped with state of the art technology are the
perfect venues to host private business meetings and
discussions.
The boardrooms can also be used as breakaway rooms to larger
functions. Venue Size – 800 sq ft
HIERARCHY:
Director of FnB
Assistant Director of Fnb
Director of Events
Banquet Manager
Assistant Manager
Team Leaders
FnB Associates
Interns/Trainees
Duties and Responsibilities

1. Director of Events: Event directors are responsible for the
planning and execution of events. They work with a wide range
of clients, from individuals to corporations, nonprofits, and
government agencies. Their job is to ensure that each event
runs smoothly from start to finish. This often includes managing
all aspects of production—from venue selection to equipment
rentals to staffing decisions. Event directors may also be
responsible for developing and maintaining relationships with
vendors and other service providers These relationships can be
critical in ensuring that their clients’ events are successful.
Event directors work in a variety of settings, including office
buildings, arenas, hotels, and convention centers. They typically
work long hours, including evenings and weekends, to plan and
coordinate events. They may travel to attend meetings or to
inspect event sites. Some event directors work for event
planning companies, while others are self-employed.
Event directors typically have a wide range of responsibilities,
which can include:
• Ensuring that all staff members are trained on their
responsibilities and are familiar with the venue where the
event will be held
• Maintaining communication with all team members
throughout the planning process to ensure the best possible
outcome of the event
• Ensuring that vendors, caterers, musicians, and other service
providers are hired and scheduled appropriately
• Managing the flow of operations during an event to ensure
that everything runs smoothly, including setup, breakdown,
activities, and tear down
• Overseeing the marketing and promotion of an event to
ensure that it is well attended by the target audience
2. Banquet Manager The banqueting manager is one of the most
high profile roles in a hotel, simply because the conference and
banqueting facilities tend to be a rich source of revenue. In this
senior role, therefore, you’ll be involved at every level of
decision making, from marketing and selling the banqueting
space to ensuring that each event runs without a hitch. This is
as much about people as it is about food, so you’ll have to be
comfortable dealing with a variety of clients. Some will be
professional event organizers who will hire venues for
conferences, receptions and exhibitions so there will be repeat
business to win. Other clients will be from the general public –
perhaps planning a once-in-a-lifetime event, such as a wedding.
Your job is to ensure your team meets the requirements of
each client, whether they want a small anniversary party for 50,
a glamorous wedding for 120, or a high profile corporate dinner
for 600 or more. And in a large hotel or venue, all of those
events may be happening on the same day.
Key responsibilities: • Marketing and selling conference and
banqueting facilities
• Scheduling reservations
• Operating the facilities profitably
• Planning well so each event runs smoothly
• Checking all bills are paid on time
• Managing your food and beverage team
• Briefing staff and checking the room set-up before the event
• Ensuring the room is turned around, ready for the next event
3. Assistant Banquet Manager Supervise, train and inspect the
performance of assigned Banquet Staff, ensuring that all
procedures are completed to the Pines Manor’s standards.
Oversee facility in areas of maintenance, food presentation,
inventory, safety and security. Assist where necessary to ensure
optimum service to guests. Responsible for set up, execution,
break down and proper storage (equipment) of all banquet
functions. Knowledge of wines, mixed beverages, beer, food
presentation and associated equipment. Required to work a
varied schedule that may include evenings, nights, holidays and
weekends.
• Supervise the banquet operations in absence of Banquet
Manager.
• Assist Banquet Manager in setting departmental strategies
and goals to achieve operational targets.
• Issue cash drawers to cashiers on daily basis.
• Perform accurate reconciliation of daily cash controls.
• Record working hours of each staff and process weekly
payroll.
• Ensure all food and beverages are set up and served as per
company standards.
• Provide training to cashiers and servers on their assigned
duties.
• Coordinate and manage all activities pertaining to food
service operations.
• Maintain inventory of food materials, equipment, linens and
paper supplies to avoid any shortages.
• Supervise culinary operation team to provide variety of food
items to attract customers.
• Adhere to health, safety and sanitation guidelines.
• Organize and execute banquet events to ensure customer
satisfaction.
• Provide outstanding customer service for repeat business and
profitability.
• Design innovative floor plans and creative buffet
presentation.
• Address customer needs and requests in a timely manner.
• Adhere to budgetary guidelines and control expenses
accordingly
4. Team Leaders / Supervisors To supervise all phases of all type
of banquet functions, Coordinate activity on a daily basis.
Banquet supervisor should also oversee banquet event and
ensure that all service standards, departmental policies are
followed by banquet staffs. Act as a single point of contact with
the banquet host during the banquet function.
• Meet and greet clients.
• Oversee catered functions, in house and off site.
• Responsible for making the function space visually appealing
and presenting the menu offering for the event.
• Responsible for the overall sanitation and cleanliness of the
work areas, banquet rooms and storage areas.
• Responsible for the proper usage and good working order of
all equipment, furniture and fixtures in the Banquet and
Catering Section in the shift assigned.
• Responsible for consistently implementing the service
standards and operating procedures in the banquet and
Catering service.
• Provide excellent customer service and ensure customer
needs are met.
• Provide unique and creative ideas to enhance meetings &
group experience.
• Should posses in depth Knowledge of Food and Beverage
preparation and presentation.
• Supervise events and team members throughout service.
• Guide the Banquet servers in set up of tables and place
settings.
• Be familiar with all current and upcoming event details.
• Resolve staff and customer concerns quickly and efficiently.
• Co-ordinate with the Kitchen and housekeeping department.
The Bar
The Bar in the best 5 star hotel in Mumbai is centrally located
on the Lobby level, adjacent to all the restaurants, making it an
ideal place to sit back and unwind with pre- and post-dinner
drinks. The Bar in Mumbai is one of the few bars that also
serves an all-day dining menu featuring Indian and
international cuisine. Enjoy a great meal and select from a
range of vintage wines by the glass, fine whiskeys and single
malts. The Bar Mumbai is a great place to unwind after a long
day with friends and business associates. The Bar at Grand
Hyatt Mumbai and is one of the go to place in the evenings
near BKC. A casual Bar with creative cocktails and signature
delicacies.
Hours 12:30 PM - 1:30 AM Average price for 2 • ₹ 2200
Manager: Mr.Prakhar Agarwal
Good For
• Business meetings
• Relaxed Dining
• Reunions & Hangout Dining Options
• Ala carte dining
• Informal gatherings
• Late nights
• Pre dinner drinks.
Popular Cocktails
1. Bourbon Old Fashioned Little more than a slug of whiskey
seasoned and sweetened, and yet the embodiment of a
cocktail as originally defined, which is to say, a combination of
spirit, sugar, water and bitters, this classic remains as popular
today as it was 200 years ago.
2. Long Island Ice Tea It’s been a long couple of years, and
apparently plenty of us are still Going Through It. This drink is
here to help. It’s not that it contains so much more alcohol than
many other drinks, but something about this combination of
four different spirits and a liqueur (plus lemon juice and cola)
makes this concoction seem like it’ll get the job done more
efficiently than any other mixed drink.
3. Dirty Martini Briny yet elegant, saline yet simple, the Dirty
Martini, which adds a splash of olive brine to the classic Martini
format of gin or vodka and dry vermouth, is an eternal go-to for
sippers looking for a bit of sophistication.
4. Margarita Combining tangy lime juice with sweet, orangey
triple sec and, of course, the most popular of agave spirits, this
drink has become one of the most beloved in the cocktail
canon.
5. Manhattan Cocktails don't get any more classic than this
elegant mix of rye or bourbon, sweet vermouth and bitters that
drinkers have been sipping for close to a century and a half.
ROOM SERVICE:
Name of the manager

MR. SARFARAZ SAYED
No. of room
545 rooms and 110 apartment
Dimensions of the R.S. Department
Operating hours
24×7 Room service is a 24 hours service
Duty Rota
DUTY ROTA
Duty rota is a format that shows the allocation of service duties to a

team of staff members. The main objective of a duty rota is to ensure
that all necessary tasks are covered and assigned, so that service may
be carried out effectively. And it also ensures that the tasks are
assigned in rotation. It can be made weekly or fortnightly.
An example of a duty rota
Duty Roaster: F&B Staff Organisation 1
1-Day off
2-Linen change
3-Store-pickup
4-Sideboard arrangement
5-Dispense bar set-up
6-Back-area operation
7-Food pickup
STAFF SCHEDULE
Staff schedule is also known as ‘shift rota’. It is a format in which the
staff members are distributed into different shifts of a day. It also
enables to rotate day offs evenly. Any special requests for days off or
shifts should be granted as far as possible unless it affects the
operations. There are a few points to be considered when making a
shift rota.
Maximum and most efficient staff must be assigned during the peak
and rush hours.
Whenever necessary, overlapping of shifts should be done.
Off days must be evenly distributed throughout the week.
Staff must be rotated through all shifts, being impartial to all.
Days of rush should be kept in mind.
The rota must be duly signed by the restaurant manager, and it
should be prepared and displayed at least two days before it
becomes effective
An example of shift rota

Duty Roaster: F&B Staff Organisation 2
M-Morning shift
O-Day off
E-Evening shift
B/D Breakfast and dinner shift
N-Night shift
Mode of operation
a) Sliverware
Cutlery comprises of any hand-held implement for eating or
serving food. It includes various spoons, forks, knives, and
tongs. It is also called silverware or flatware. Cutlery is made of
metals like stainless steel or silver.
b) Crockery
flat·ware ˈflat-ˌwer relatively flat tableware. especially : eating
and serving utensils (such as knives, forks, and spoons)
compare hollowware.
Hollowware
Holloware (hollowware, or hollow-ware [1]) is
metal tableware such as sugar bowls, creamers, coffee
pots, teapots, soup tureens, hot food covers,
water jugs, platters, butter pat plates, and other items that
accompany dishware on a table. It does not include cutlery or
other metal utensils. Holloware is constructed for durability. It
differs from some other silverplated items, with thicker walls
and more layers of silverplate.
Dining car holloware is a type of railroad collectible
(railroadiana). The relative value of pieces depends on their
scarcity, age and condition, and the popularity of the trains on
which the items were used.
Cutlery
There are different types of spoons for serving or eating different
kinds of food. The forks often accompany spoons or help
independently to pick food bites. The knives are used to portion the
food.
 Dinner Spoon (Table Spoon) − It has elongated round cup.
It is used to eat main course food items. It can pick up just
the right amount of rice, stew, or curry. It is always paired
with a fork (with four tines) of the same length or a dessert
knife.
 Dessert Spoon, Dessert Knife, and Dessert Fork − These
are smaller than their main course peers and are used to
have desserts.
 Soup Spoon − It has a round cup bigger than that of the
table spoon. It is as long as a dinner spoon.
 Tea/Coffee Spoons − These are smaller than the dessert
spoon in length and size of cup. We use these spoons to stir
tea or coffee.
 Sugar Spoon − It has a flower shaped round cup. It is used
to take sugar from sugar bowl of tea set.
 Ice Cream Spoon − It is a small spoon with flat rim that
can help to cut the right amount of ice cream. It can come
in small, medium, and large sizes according to the quantity
of the ice cream served and the size of the bowl.
 Cocktail (Soda) Spoon − It is a drink spoon with a long
handle that helps the spoon to reach the bottom of a tall
glass.
 Butter knife − It has short rectangular blade that is sharp on
the lower side to form an edge. It is useful in cutting semi-
firm pieces of butter and apply them on food items such as
breads.
 Salad Spoon − It is always used in pair with salad fork. It
helps mixing and serving salad efficiently.
 Serving Spoon − It is a spoon with large round cup
designed to serve stews and rice.
 Deli (Fruit) Fork − has two tines. It helps to pick thinly
sliced food such as slices of fruits.
 Roast Fork − It is the largest fork. It has longer and
stronger tines that help to hold and pick large meat or
vegetable pieces.
 Cake Knife − It is a flat, elongated triangle-shaped knife
and is used to cut pieces of cake and handle it smoothly
D) Glassware
Size
Name of the
S.no (1fl oz = 28.4 Uses
Glass
ml)
Used for all kind of
1 Cocktail glass 4-12 fl oz
cocktails
Pony tumbler/ Used to serve all kind of
2 4 fl oz
juice glass juices
High ball
3 8-10 fl oz Used to serve water
glass
4 Beer mug 10-12 fl oz Used to serve beer
5 Beer goblet 10-12 fl oz Used to serve beer
Brandy Used to serve brandy or
6 8-10 fl oz
balloon/snifter liqueurs
Champagne Used to serve
7 (saucer/ flute/ 6-8 fl oz champagne or sparkling
tulip) wine
8 Water goblet 8-10 fl oz Used to serve water
Used to serve the
9 Pilsner 10-14 fl oz
cocktail, juices, and beer
Used to serve sherry or
10 Sherry capita 1.75fl oz
other sweet wine
Old fashion Used mainly to serve
11 8 fl oz
glass whiskey
Red wine
12 8-14 fl oz Used to serve red wine
glass
White wine
13 8-14 fl oz Used to serve white wine
glass
Tequila shot
14 1 fl oz Used to serve tequila
glass
Vodka shot
15 1 fl oz Used to serve vodka
glass
16 Margarita 5-6 fl oz Used to serve cocktails
Crockery List of all types crockery in use & manufacture

The crockery must blend in with general décor of the
establishments and also with the rest of the items on the table.
An establishment generally uses one design pattern of
crockery, but when an establishment has a number of different
service areas it is easier, from the control point of view, to have
a different design in each service area.
China is a term used for crockery whether bone china
(expensive and fine), earthenware (opaque and cheaper) or
vitrified (metallized). Most catering crockery used nowadays
tends to be vitrified earthenware, which is very durable and
have been strengthened. Chinaware is made of silica, soda
ash, and china clay, glazed to give a fine finish. Chinaware is
more resistant to heat than glassware and can be found in
different colours and designs which are always coated with
glaze.
Classification of Crockery
 Bone china
 Porcelain
 Earthenware
 Stoneware
 Alumina
 Melamine
 Terracotta
Bone china
Bone china is porcelain made of clay mixed with bone ash. This
is very fine, hard china that is very expensive. The decorations
are to be found under the glaze only. The price of bone china
puts it out of reach of the majority of everyday caterers, and
only a few of the top-class hotels and restaurants would use it.
The range of design, pattern and colour is very wide and there
is something to suit all occasions and situations.
Bone China
Porcelain
Porcelain is a ceramic material made by heating selected and
refined materials, which often includes clay of kaolinite clay, to
high temperatures. The raw materials for porcelain, when
mixed with water, form a plastic body that can be worked to a
required shape before firing in a kiln at temperatures between
1200°C and 1400°C. The toughness, strength, and
translucence of porcelain arise mainly from the formation of
glass at high temperatures and the mineral malate within the
fired body.
Porcelain
Earthenware
Earthenware may sometimes be as thin as bone china and
other porcelains, though it is not translucent and is more easily
chipped. Earthenware is also less strong, less tough, and more
porous than stoneware, but its low cost and easier working
compensate for these deficiencies. Due to its higher porosity,
earthenware must usually be glazed in order to be watertight.
Image of
Earthenware
Stoneware
Stoneware is hard pottery made from siliceous paste fired at
high temperature to vitrify (make glassy) the body. Stoneware
is heavier and more opaque than porcelain. The usual colour of
fired stoneware tends to be greyish, though there may be a
wide range of colours, depending on the clay. It has been
produced in China since ancient times and is the forerunner of
Chinese porcelain.
Stoneware
Alumina
Alumina enriched crockery can normally be spotted due to its
creamy colour. Alumina is an oxide of aluminium which is
added to the clay to give it additional strength. Though the
addition of alumina makes the crockery more expensive than
standard porcelain, it is generally cheaper than bone china,
making it a popular alternative.
Alumina Ceramic Plate

Melamine
Melamine is a strong, lightweight and hard thermosetting
plastic. It is used as an ideal hygienic and durable alternative to
china. It is virtually unbreakable so is considered for daily use
and it can also resist scratching, staining and is dishwasher
safe.
Melamine Crockey
Terracotta
Terracotta is a traditional Spanish material often used in both
oven & tableware. It has unique properties that react with acidic
foods such as tomato sauce, giving natural sweetness to the
meal. Its colour can instantly be recognised and is often
associated with Mediterranean cooking.
Terracotta Crockery

Types of Crockery
Types of Crockery
Different types of crockery & their sizes

Different types of crockery & their sizes
S.n
Name Size Uses
o
Quarter Used to keep bread, cheese or as an

1. 15cm D
Plate underliner
Used to serve starters, pasta, dessert, fish

2. Half Plate 20 cm D
etc
3. Full Plate 25cm D Used to serve the main course

S.n
Name Size Uses
o
4. Soup bowl 250ml Used to serve soup, breakfast cereals
5. Soup cup 250ml Used to serve thin soup
6. Soup Plate 20 cm D Used to serve both thick & thin soup
Breakfast 240-300 ml Used to serve all Tea & coffee during

7.
cup (8-10 Fl oz) breakfast
200 ml
8. Tea Cup Used to serve tea during the day
(6^2/3Fl oz)
9. Coffee cup 97-100 ml Used to serve coffee after lunch or dinner
Dessert
10. 18 cm D used for the service of desserts.
plate
used for the service of cereals (cornflakes,
Cereal
11. 13 cm D wheat flakes, choco flakes, etc), puddings,
Bowl
compotes
Cheese
12. 16 cm D used for the service of cheese and biscuits
plate
Other chinaware
 Salad cresent
 Egg cup
 Ashtray
 Creamer
 Coffee/teapot
 Sugar basin
 Milk jug
Points to be considered while purchasing crockery
 Type of service being offered
 Type of customer
 Design
 Flexibility of use
 Durability
 Ease of maintenance
 Stackability
 Cost and funds available
 Availability in the future-replacements
 Storage
 Shape
 The psychological effect on customers
 Crockery should have a rolled edge which will give added
reinforcement at the edge.
 The pattern should be under the glaze because the
pattern on top of the glaze will wear out & discolour
quickly.
Points should be considered while selecting the chinaware
 Plates should have complete and even glaze.
 Pattern or design should be underglaze so that it is
protected and does not wear out with repeated washing.
 Suitable for multiple purposes, for example, using bowls
for soups and breakfast cereals, half-plate for the
appetizer, fish, vegetables, savoury, and sweet.
 Stackable up to 30 plates or saucers in one pile
 Suitable for machine washing
 Plates should have rolled edge to resist chipping
 Lightweight
 Suitable for microwave application
 Resistant to high temperatures of 85 °C
E) Special Equipment
Different tray and trolley set-ups are dictated by the menu
items to be served and will also include provision for common
requests for items not included on the room service menu. The
details of tray or trolleys set-up vary from establishment to
establishment, but in most instances, there will be standard
set-ups for:
 Tea and Coffee Trays

 Ice Buckets
 Breakfast Trays and Trolleys
 Snack Trays
 Dinner Trays or Trolleys
 Champagne or Wine Trays
 Fruit Basket Trays
 Butters
 Condiments
 Bread Baskets
 Hot Boxes
Diagram layout of Room ServiceLinen

The linen from Restaurants comprises of dinner napkins,
cocktail napkins, table clothes, table runners etc. The dirty
linen is collected in a dirty linen bag until it reaches a
threshold frequency. The F & B staff then takes the dirty
linen bag to Laundry where it is counted by the Laundry
staff.
Layout of the presenting area for tray/trolleys

Trays types, sizes, Material, Cost, purpose
Wooden trays, glass trays, plastic trays, and trays made of

different types of metals can be attractive and can be used
to serve for everyday dinners as well as for parties. Trays
are also made by using silver, gold, pewter and many
other expensive yet beautiful material
Serving trays are very important functional items usually

used to carry plates of food and dishes to diners. This is
the reason why they must be able to deal with relatively
heavy weight, be completely flat and include a lip or ledge
to keep the items in place.
Full size food pans are the standard in the foodservice

industry, measuring approximately 20 3/4" x 12 3/4". All
other sizes of food pans are simply a variation on those
dimensions. For example, a 1/2 size pan measures 12
3/4" x 10 3/8" and a 2/3 size pan measures 13 3/4" x 12
3/4".
Order taking procedure
Taking Room Service Order
1.Most room service orders are given by telephone.
2.The IRD Order Taker must have a good knowledge of the

menu.
3.The telephone must be answered quickly. The benchmark

for a five-star hotel is no more that three rings before it
answered.
4.Greet the guest and introduce the department and yourself.

This can be achieved by answering along these lines:
“Good Morning, Mr.________. This is Room Service,

________ speaking. May I help you?”
1.Write the order down carefully on an order docket as you
speak to the guest.
2.Don’t forget to record the room number.
3.Repeat the order to the guest, clarifying any doubtful details.
4.Tell the guest approximately how long it will take for the
order to be delivered. It shouldn’t be more than 30 minutes.
5.Check that all the details are correctly recorded on the

docket. Include the time hat the order was taken.
6.Enter the order in POS.
7.Distribute the order to the appropriate personnel, both in

Room Service Department and other departments if necessary.
Setting Up Trays and Trolleys
Once the order has been distributed, a suitable present tray or

trolley should be selected and set-up appropriately. The set-up
will depend on:
 The number of covers.

 The food and beverage items ordered, and
 The meal or snack requested.
Collection of the Orders
When the trays or trolleys have been correctly set up, collect
food and beverage items promptly and in the right order, with
the appropriate accompaniments.
Food and Beverage items should be checked, with attention to

such details:
 Food and beverage temperatures
 Portion sizes
 Visual presentation as per recipe standards
 Wine details, including vintages
Food temperatures must be maintained from the time the food

is collected to the time it is delivered to the guest. Plate covers,
food warmers and hot boxes should be used to keep food at the
right temperature.
Collect the guest’s account and confirm that it matches the

order. This account must be taken to the guest’s room along
with the items ordered.
When all items have been checked, like service equipment,

food and beverage as ordered, and the account, they should be
taken to the guest’s room without delay.
Entering A Guest Room
Respect for a guest’s privacy is the primary consideration

when entering a room. The following procedures will usually
apply:
1.Approach the room quietly.
2.Knock firmly and say, “Room Service” clearly.
3.Listen for the guest’s response and react accordingly. If there

is no response, knock and announce, “Room Service” again.
Don’t go in until the guest opens the door or you have been
asked to enter.
4.When you have entered, address the guest by name.

“Good Morning,_________. Here is your breakfast.”
Continue to use the guest’s surname while making polite

conversation throughout the room service procedure.
Control Sheet, Waiters card, tent card, Door hangers
Task performed by trainee in each outlet
Requirements and skills

 Work experience as a Room Attendant or Maid.
 Experience with industrial cleaning equipment and
products.
 Good physical health and stamina.
 Flexibility to work in shifts.
 Ability to work with little or no supervision while meeting
high-performance standards.
 Excellent organization skills.
b) specific observation
hotel management trainee works in the various

departments within a hotel to learn about the daily
operations within all divisions and departments. The
trainee acquires experience in all aspects of managing a
hospitality business, including knowledge of seasonal
traffic, competition, marketing, sales and budgeting. He or
she gains experience in company policies, how to submit
status reports, and learns to analyze customer feedback
and use it to the hotel's advantage. Like all hotel
employees, the trainee needs to be cordial and give
excellent customer service. The reviews that the trainee
receives from superiors are often really important to
career future. Many trainees are still in school, or are new
graduates; their experiences on the job often lead directly
into full-time employment. Additionally, these experiences
can help young professionals determine the departments
and divisions they enjoy the most, which can help make
their jobs more satisfying in the long run.
c) situation handling
Here's how guest service is used on food and beverage

manager resumes:
 Handled all guest service issues by formulating solutions
and resolving them immediately and professionally.

 Developed and instituted several inter-departmental
programs and policies towards increased guest service.
 Provided exceptional guest services and successful
selling techniques.
 Introduced new expectations for exemplary guest
service.
 Refined guest service for discriminating clientele.
d) suggestion of improvement
Your fnb trainees represents your brand. In true

essence, they are your brand ambassadors. In the
hospitality industry, where everything revolves around
providing a perfect and exceptional experience to the
customers, the level of service quality highly depends
on the service quality of the staff and their behavior.
Customers want quick and efficient service, and won’t
settle for anything substandard. That means your
employees don’t have to serve great meals; they have
to go that extra mile to emboss a distinctive brand
identity for your restaurant. How can you then improve
your restaurant service quality? This is one of the most
frequent questions asked in the industry. Our answer
to this is restaurant staff training. Thus, we have for
you a list of tips that you can employ to improve your
restaurant’s staff performance.
Tips To Enhance Your Restaurant trainee Training For
Increased Efficiency
A stellar restaurant trainee training should be an

indispensable part of your business strategy. Let’s see
how you can employ restaurant staff training to
improve the speed of service and efficiency of the staff
in your restaurant.
1. Devise A Plan Specific To Restaurant trainee Training
Restaurants should devise a well-defined training

program. Comprehensive training will enable your
restaurant staff to become more efficient and help
them deliver better service. Proper restaurant staff
training is the only way to maintain coordination and
efficiency in front of the house and back of the house
operations. A set training programme, especially in the
case of a QSR, is the only thing that can ensure
consistency in taste and experience. Here are the steps
to create a training plan which will improve the service
quality of your restaurant:-
 Write out the goals that you want your

restaurant trainee to achieve.
 Ensure that every goal is measurable. This will
help you decide what is working and what must
be changed.
 Make different plans for various roles. For
example, the front staff should be trained to
tackle critical customer-facing situations while
the culinary staff should be trained to work
under pressure and still serve quality dishes.
 Keep the plan consistent with the respective
roles. It will ensure that everybody is on the
same page and held to the same set of
standards.
Timeline and Schedule
If you plan on hiring new employees soon, remember

that it can take some time for them to get used to the
way things are done at your restaurant. Therefore, you
should develop a training plan that includes a proper
time frame and explain to your staff in detail how long
it will take to cover and finish each step of your training
schedule so that they can adapt accordingly.
Restaurant Mission and Vision
Although you should already include your restaurant’s

mission and vision in the employee handbook, you
should still talk about and outline this in greater detail
during your training. Doing this will give your
employees the required context about your restaurant’s
mission, vision, and goals.
Restaurant Layout and Table Setting
Every restaurant has a specific way of setting the table

that all servers must follow. Some restaurants have
one table arrangement for their lunch menu and an
altogether different one for their dinner menu. Thus,
trainers must go through their restaurant’s table
numbers, front and back of house layout, and table
setting requirements with their workers.
2. Assign the Staff Roles

According to Heinemann and Greenberger, 2002, a
large number of employees feel dissatisfied when they
are assigned the responsibilities without having the
right skills and knowledge in the area. Thus, assigning
staff roles is an essential process of staff training which
should be carried out with thought and care.
Apart from that, your trainee should be primarily

trained to perform their assigned role but should also
have a general idea of the responsibilities of various
job positions in the restaurant. This will create an
understanding of how the restaurant works as a unit,
and each employee will be able to grow and perform
better in his scope of duties. This will improve your
restaurant service quality and the speed of service as a
whole.
 While training your restaurant trainee, lay out

the anticipated duties and responsibilities of the
position. Assuming that the person should
already know what his/her duties are can spell a
disaster.
 Cover all the who’s, what’s, why’s and how’s of
your business. Your employees can perform
exceptionally well only when there is no
ambiguity, and they are clear about what is
expected of them and what is expected of others
on the team.
 This will also ensure all relevant jobs and tasks
are executed without stepping on each other’s
toes.
Area to be covered
1. ROOM SERVICE
Room service or in-room dining is a hotel service

enabling guests to choose items of food and drink for
delivery to their hotel room for consumption. Room
service is organized as a subdivision within the food
and beverage department of high-end hotel
and resort properties. It is uncommon for room service
to be offered in hotels that are not high-end, or
in motels. Room service may also be provided for
guests on cruise ships.[1] Room service may be
provided on a 24-hour basis or limited to late night
hours only. Due to the cost of customized orders and
delivery of room service, prices charged to the patron
are typically much higher than in the hotel's restaurant
or tuck shop, and a gratuity is expected.

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DON BOSCO COLLEGE OF HOSPITALITY STUDIES.

INDUSTRIAL TRAINING REPORT:

GRAND HYATT MUMBAI

Free private parking is available upon reservation and

FIFTY FIVE EAST

Club Oasis Spa

Club Oasis Fitness Center

Assistant Front Office Managers: Responsible to assist

Duty Manager: Directly supervises the Reception,

Guest Relations Manager: Responsible for all the guest

Reservation Manager: Responsible for all reservations

Revenue Manager: Responsible for managing the

Cashier: Maintains and settles guest folios, and

Night Auditor: Controls the job of the Accounts

Mail & Information Clerk: Takes Messages, provides

Concierge: Responsible to assist guests by booking

Telephone Operator: Manages the Switchboard and

Reservation Agent: Responds to Reservation Requests

Uniformed Service Agent: Handles Guest Luggage,

Participates in the selection of front office personnel.

Schedules the front office staff.

Supervises workload during shifts.

Evaluates the job performance if each front office

Maintains working relationships and communicates

Maintains master key control.

Verifies that accurate room status information is

Updates group information. Maintains, monitors, and

Reviews and completes credit limit report.

Works within the allocated budget for the front office.

Receives information from the previous shift manger

Checks cashiers in and out and verifies banks and

Wears the proper uniform at all times. Requires all

Prepare performance reports related to front office.

Maximize room revenue and occupancy by reviewing

Monitor high balance guest and take appropriate

Ensure implementation of all hotel policies and house

Prepare revenue and occupancy forecasting.

Ensure logging and delivery of all messages, packages,

Ensure that employees are, at all times, attentive,

Monitor all V.I.P 's special guests and requests.

Maintain required pars of all front office and stationary

2. Maintains a friendly, cheerful and courteous

3. Courteously and accurately answers inquiries from

4. Responds to telephone and in-person inquiries

5. Uses suggestive selling techniques to sell room

6. Supervise daily shift process ensuring all team

7. Train, direct the work of, resolve issues/problems

9. Adhere to company credit limit / floor limit

10. Allocate rooms to expected arrivals after

11. Build strong relationships and liaise with all other

13. Cross Check all billing instructions are correctly

15. Supervise the operations of the front desk to

16. Performs other duties as assigned, requested or

18. Ensures safety by following guest check in and

19. Participate in hotel committees and task force

21. Takes responsibility in the absence of the Duty

22. As a supervisor you will be a role model, sharing

Assists in pre-registration and blocking of rooms for

Thoroughly understand and adheres to proper

Understands room status and room status tracking.

Knows room locations, types of rooms available, and

Must be sales-minded. Presents options and