DANGAYACH SCHOOL OF HOTEL MANAGEMENT

INDUSTRIAL TRAINING REPORT

ON

Jaipur Marriott

Submitted in partial fulfilment of the requirement for the award of Hospitality

Management

(2020-2023)

DANGAYACH SCHOOL OF HOTEL MANAGEMENT,

Rajasthan ILD Skilled University

Submitted to: - Submitted By:-

Ms. Princy Rajan Khushboo Gupta

Training and Placement Head Enrollment:20/3826
DSHM
 MARRIOTT

May 08, 2023

CERTIFICATE

TO WHOMSOEVER THIS MAY CONCERN

Thisletterserves to certify that Mr. Aayush Mehr a a student of Ananta Institute of Hotel Management
has completed his"Marriotternship" program with us in Core Operational Department from November
07, 2022 to May 06, 2023.

Dllringthe period of his Industrial Training with us Ayush was found punctual, hc1rdworking and
inquisitive. He; displayed a lot of initiative to learn and was always willing to accept additional
I responsibiliti s.

I We wish him all the success in his fut1,r cncJc;ivors.

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I for Jaipur Marriott Hotel,

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JAIPUR MARRIOTT HOTEL

Ashram Marg. Near Jawahar Clrcle,
Jaipur 30201S. Rajasthan. India
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 Acknowledgment

I am thankful to and fortunate enough to get constant encouragement, support

and guidance from all Teaching staffs of Food and beverages service, Front office,
Kitchen and Housekeeping which helped us in successfully completing my
Industrial training. I like to thank. The training manager Mr. Sahil Dhingra and all
the heads of departments along with the staff members of Marriott International
Jaipur.

I am extremely thankful to Mr. Kumar Gaurav for providing such a nice support
and guidance, although he had busy schedule managing the whole Banquet.
I wish to place on record that the training was imparted in highly comfortable and
true atmosphere to the reputation of Marriott International Jaipur. The training
has developed me inoculate right kind of skills, knowledge and attitude to make a
career as a successful hotelier.

My whole training period was a wonderful learning experience. I got to deal with
skilled and experienced staff members who were very supportive both in getting
the work done providing information. They were my family and friends. Especially
Mr. Sahil Dhingra, He is nice person. Working with the experienced staff has
helped me in a lot in learning how to get the maximum work in short period of
time.

This training has made see the hotel industry in its true form, It has made me
realize that hotel industry is much more than just luxury and comfort and
pleasure there was Hard work, Lot of Hard work. Once again, I would like to thank
you all the people who gave me an opportunity to feel the hotel industry to
closely and even those who helped me through my whole training period.
The learning and final outcome of this training required a lot of guidance from
many people and I am extremely privileged to have got this all along the
completion of my training. All that I have done is only due to such teaching and I
would not forget to thank Some people, Mr. Tapan Mudgal, who helped to
understand how hotel actually works and Mr. Mohit Maharishi, who was my only
friend in front office.

Thank you !
 Index
CONTENT PAGE NO.
S.NO
1 HOTEL
2 HISTORY OF Marriott
3 INTRODUCTION OF Marriott
4 FRONT OFFICE
4.1- Introduction
4.2- Hierarchy
4.3- Duties and Responsibilities
4.4Standard and Operating
Procedures
4.5 Forms and formats
4.6 Sub Department
4.7 Learning Outcome
5 Housekeeping
5.1- Introduction
5.2- Hierarchy
5.3- Duties and Responsibilities
5.4 Room Categories
5.5 Standard and Operating Procedures
5.6 Forms and formats
5.7 Sub Department
5.8 Learning Outcome
6 Food and beverages
6.1- Introduction
6.2- Hierarchy
6.3- Duties and Responsibilities
6.4 F and B Outlets
6.5 Standard and Operating Procedures
6.6 Forms and formats
6.7 Sub Department
6.8 Learning Outcome
7 Food production
7.1- Introduction
7.2- Hierarchy
7.3- Duties and Responsibilities
7.4Standard and Operating
Procedures
7.5 Forms and formats
7.6 Sub Department
7.7 Learning Outcome
8 Conclusion
 Hotel
Jaipur Marriott Hotel is entrenched with the cultural legacy of the Pink City and
complemented by inviting spaces that stand for refined elegance and a
contemporary look.

Strategically located near the airport, with 366 rooms and 17 suites, guests
delight in spacious guest rooms adorned with traditional characteristics, yet
complete with modern amenities.

Well-equipped to offer guests truly elevated experiences, Jaipur Marriott Hotel

offers 60,000 sq. ft. of internal and external spaces ideal for meetings,
conventions or theme weddings. The hotel offers one of the city's finest culinary
experiences with a range of food and beverage outlets.

Guests can enjoy the all-day dining service at the 'Times Food Oscar' awardee
restaurant 'Okra'; discover authentic Indian cuisine at 'Saffron'; indulge at the
city's best bakery 'Jaipur Baking Company'; or unwind at its high-energy lounge
bar 'Lounge 18'. Guests looking to relax and recharge can indulge in the
revitalizing services at the hotel's The Palms spa.

Jaipur Marriott owned by DANGAYACH GROUP, JAIPUR.

 History of Marriott

 1927-1956
It all began with an A&W root beer stand. Founder J. Willard Marriott and his
wife, Alice, got their young business off the ground by quenching people’s thirst
during Washington D.C.’s hot, muggy summers. Good food and good service at a fair
price became a guiding principle for Hot Shoppes restaurants--and for Marriott
International as it grew.

 1927
Newlyweds J. Willard and Alice S. Marriott, along with business partner Hugh
Colton, open the first A&W root beer franchise in Washington, D.C.

 1927
The Marriotts add hot food items to their menu--a first for A&W franchises--and
the name "Hot Shoppes" is born.
 1928
The Marriotts open two more Hot Shoppes, including the East Coast's first drive-in
restaurant.
 1937
In-flight airline catering debuts when Hot Shoppes begins delivery of boxed
lunches to passengers at Hoover Airport, south of Washington, D.C.

 1953
Hot Shoppes, Inc. stock becomes public at $10.25/share and sells out in two
hours of trading.
 1957-1985
Marriott made a historic shift into the hotel business in 1957. The world’s first
motor hotel opened in Arlington, Virginia, under the management of J. Willard
Marriott’s son, Bill. Over the next 25 years, Marriott became a diverse global
enterprise, and Bill Marriott became a visionary CEO whose leadership transformed
the hospitality industry.
 1959
Key Bridge Marriott opens. Two-year-old Debbie Marriott, Bill and Donna’s
daughter, snips the ribbon.
 1969
Marriott opens its first international hotel in Acapulco, Mexico.
 1972
Marriott partners with Sun Line, becoming the first lodging company to enter the
cruise business.
 1972
J.W. Marriott, Jr. is named Chief Executive Officer of Marriott.
 1983
Marriott debuts lodging for business travelers with the first Courtyard hotel.
 1984
The first JW Marriott, named in honor of founder J. Willard Marriott, opens
indowntown Washington, D.C.
 1985
J. Willard Marriott, Sr. passes away, and J.W. Marriott, Jr. is elected Chairman of
the Board.
 1986-2011
One company, many brands--that's the innovative model that Marriott began
building in the late 1980s. From pioneering the extended-stay business to launching
distinctive brands geared toward the business traveler to increasing its presence
overseas, Marriott International broke new ground in its quest to become the
hospitality company in the world.
 1987
With the opening of the first Fairfield Inn and Marriott Suites hotels, Marriott
becomes the first lodging company to offer a portfolio of brands.
 1987
Marriott acquires Residence Inn and pioneers the extended-stay lodging business.
 1988
Marriott opens its 500th hotel in Warsaw, Poland, the first western-managed
hotel in Eastern Europe.
 1995
Marriott brings a historic brand into its portfolio when it acquires a 49% interest
in The Ritz-Carlton Hotel Company.
 1997
Marriott acquires Renaissance Hotel Group, doubling Marriott’s presence
overseas.
 1997
Marriott launches TownePlace Suites.
 1998
Marriott launches Springhill Suites by Marriott.
 1999
Marriott acquires ExecuStay corporate housing company.
 2000
Marriott International co-founder Alice Sheets Marriott passes at the age of 92.
 2004
The first Bulgari Hotels & Resorts property opens in Milan, Italy.
 2008
Bill Marriott and Ian Schrager officially announce the EDITION brand.
 2009
Marriott launches Autograph Collection, a new brand of upscale and luxury
independent hotels.
 2011
AC Hotels by Marriott brand formally launches.
 2012 & Beyond
Today we are on a mission to shape the future of travel through technology and
innovation. From mobile check-in and lobby Great rooms to transforming the
meeting experience with our Red Coat Direct app, we are making travel more
brilliant for our guests.
 2012
Arne Sorenson becomes President and CEO of Marriott International.
 2012
Marriott acquires Gaylord Hotels Brand adding five hotels and approximately 2
million square feet of meeting and event space.
 2013
Marriott debuts MOXY HOTELS – The new brand is the company’s first entry into
the economy tier, three-star hospitality segment in Europe.
 2013
Design-focused AC Hotels by Marriott brand is imported into the Americas.
 2014
Marriott nearly doubles distribution in Africa to more than 23,000 rooms with its
acquisition of Protea Hotels’ Brands.
 2015
2015: Marriott International acquires Delta Hotels and Resorts®; becomes the
Largest Full-Service Hotelier in Canada.
 2016
Marriott International acquires Starwood Hotels & Resorts, creating the world’s
largest hotel company with 5,700+ properties offering more than 1.1 million
rooms across 30 brands in over 110 countries.
 2021
Anthony Capuano (left) becomes Chief Executive Officer and Stephanie Linnartz
(right) becomes President of Marriott International.

 2022
After more than 60 years of leadership, Bill Marriott (left) retired as Executive
Chairman, and his son David Marriott is elected Chairman of the Board.
 Introduction of Marriott Hotel

Marriott is the largest hotel chain in the world by the number of available rooms.
It has 30 brands with 8,000 properties containing 1,423,044 rooms in 131
countries and territories of these 8,000 properties, 2,149 are operated by
Marriott, and 5,493 are operated by others pursuant to franchise agreements.
The company also operates 20 hotel reservation canters.

Marriott International, Inc. was formed in 1993 when Marriott Corporation split
into two companies: Marriott International, Inc., which franchises and manages
properties, and Host Marriott Corporation (now Host Hotels & Resorts), which
owns properties.

Since the founders were Mormon missionaries, copies of the Book of Mormon are
provided in hotel rooms in addition to the Bible.

Founding and early years

Marriott Corporation was founded by John Willard Marriott in 1927 when he and
his wife, Alice Marriott, opened a root beer stand in Washington, D.C. After
serving a Mormon mission in New England, Marriott traveled to Washington, D.C.
where he experienced the humid summer weather of the city. Marriott was
convinced that what residents of the city needed was a place to get a cool drink,
and so after returning to Utah and graduating from The University of Utah,
Marriott purchased the rights to franchise an A&W root beer stand in Columbia
Heights. The first summer saw brisk business, but as cold weather approached
they realized the seasonal nature of their business and received permission from
A&W to start selling food. He named the restaurant Hot Shoppes and watched as
it grew in popularity. Always looking for new ways to improve his company, he
bought the vacant lot next to one of his Hot Shoppes, removed the curb, and
began offering the first drive-in service on the East Coast. This move popularized
the restaurants, and by 1932, the Marriott's owned 7 Hot Shoppes in the D.C.
area. In 1953, Hot Shoppes, Inc. became a public company via an initial public
offering.
The company opened its first hotel, the Twin Bridges Motor Hotel, in Arlington,
Virginia, on January 16, 1957. It cost $9 per night, plus an extra $1 for every
person that was in the car. Its second hotel, the Key Bridge Marriott in Rosslyn,
Arlington, Virginia, was opened in 1959 and is Marriott International's longest
continuously operating hotel.

Hot Shoppes, Inc. was renamed the Marriott Corporation in 1967.

In 1976, the company opened two theme parks: California's Great America and
Six Flags Great America. The latter was sold to Six Flags in 1984.

Marriott International
Marriott International, Inc. was formed in 1993 when Marriott Corporation split
into two companies: Marriott International, Inc., which franchises and manages
properties, and Host Marriott Corporation (now Host Hotels & Resorts), which
owns properties.

In 1995, Marriott was the first hotel company to offer online reservations.

In April 1995, Marriott acquired a 49% interest in The Ritz-Carlton Hotel Company.
Marriott believed that it could increase sales and profit margins for The Ritz-
Carlton, a troubled chain with many 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
acquire 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. Ritz-Carlton expanded into the timeshare market. Ritz Carlton
benefited from Marriott's reservation system and buying power. In 1998, Marriott
acquired majority ownership of The Ritz-Carlton.

In 1997, the company acquired the Renaissance Hotels and Ramada brands from
Chow Tai Fook Group and its associate company, New World Development.
Marriott International also signed an agreement to manage hotels owned by New
World Development.
The Marriott World Trade Center was destroyed during the September 11 attacks
In 2001, the Marriott World Trade Center was destroyed during the September 11
attacks.

In 2003, the company completed the corporate spin-off of its senior living
properties (now part of Sunrise Senior Living) and Marriott Distribution Services.

In 2004, the company sold its right to the Ramada brand to Cendant, acquired in
1997.

In 2005, Marriott International and Marriott Vacation Club International were two
of the 53 entities that contributed the maximum of $250,000 to the Second
inauguration of George W. Bush.

On July 19, 2006, Marriott implemented a smoking ban in all buildings it operated
in the United States and Canada effective September 2006.

In 2007, Marriott became the first hotel chain to serve food that is completely
free of trans fats at all of its North American properties.

Hotels franchised or operated by the company were affected by the 2003

Marriott Hotel bombing, the Islamabad Marriott Hotel bombing in 2008, and the
2009 Jakarta bombings.

On November 11, 2010, Marriott announced plans to add over 600 hotel
properties by 2015, primarily in emerging markets: India, where it planned to
have 100 hotel properties, China, and Southeast Asia.

On January 21, 2011, Marriott said that adult movies would not be included in the
entertainment offered at new hotels, which would use an Internet-based video on
demand system.

Effective March 31, 2012, Bill Marriott assumed the role of executive chairman of
the company and relinquished the role of chief executive officer to Arne
Sorenson.

In 2011, Mitt Romney received $260,390 in director's fees from Marriott

International, despite the fact that he had already stepped down from the board
of directors to run for President of the United States. His released 2010 tax
returns showed earnings in 2010 of $113,881 in director's fees from Marriott. In
February 2012, Bloomberg News reported on Romney's years overseeing tax
matters for Marriott, which had included several "scams" (quoting John McCain)
and legal actions brought against Marriott, which Marriott lost in court, over its
manipulations of the U.S. Tax Code.

In December 2012, Guinness World Records recognized the JW Marriott Marquis

Dubai, a five-star hotel, as the tallest hotel in the world.

On October 3, 2014, the Federal Communications Commission (FCC) fined

Marriott $600,000 for unlawful use of a "containment" feature of a Wi-Fi
monitoring system to deliberately interfere with client-owned networks in the
convention space of its Gaylord Opryland Resort & Convention Center in
Nashville. The scheme disrupted operation of clients' mobile phone hotspots via
Wi-Fi deauthentication attacks. Marriott International, Inc., the American Hotel
and Lodging Association and Ryman Hospitality Properties responded by
unsuccessfully petitioning the FCC to change the rules to allow them to continue
jamming client-owned networks, a position which they were forced to abandon in
early 2015 in response to backlash from clients, mainstream media, major
technology companies, and mobile carriers. The incident drew unfavorable
publicity to Marriott's practice of charging exorbitant fees for Wi-Fi.

On April 1, 2015, Marriott acquired Canadian hotel chain Delta Hotels, which
operated 38 hotels at that time.

On November 16, 2015, Marriott announced the acquisition of Starwood for $13
billion. A higher offer for Starwood at $14 billion from a consortium led by China's
Anbang Insurance Group was announced March 3, 2016. After Marriott raised its
bid to $13.6 billion on March 21, Starwood terminated the Anbang agreement
and proceeded with the merger with Marriott. Following receipt of regulatory
approvals, Marriott closed the merger with Starwood on September 23, 2016,
creating the world's largest hotel company with over 5700 properties, 1.1 million
rooms, and a portfolio of 30 brands. The Starwood acquisition gave Marriott a
larger non-US presence; approximately 75% of Starwood's revenues were from
non-US markets.
On November 30, 2018, Marriott disclosed that the former Starwood brands had
been subject to a data breach. After the disclosure, Attorney General of New York
Barbara Underwood announced an investigation into the data breach. The
cyberattack was found to be a part of a Chinese intelligence-gathering effort that
also hacked health insurers and the security clearance files of millions more
Americans. The hackers are suspected of working on behalf of the Ministry of
State Security, the country's Communist-controlled civilian spy agency. Initially,
Marriott said that 500 million customers' personal information had been exposed.
In January 2019, the company updated the number of guests affected to "less
than 383 million" customers, and claimed many of the customer's payment cards
had expired.

In December 2019, the company acquired Elegant Hotels, operator of 7 hotels in

Barbados.

In February 2020, the company discovered a data breach that included the theft
of contact information for 5.2 million customers.

In April 2020, during the COVID-19 pandemic, the company instituted additional
cleanliness standards, including requiring the use of electrostatic sprayers with
disinfectant, adding disinfecting wipes in all hotel rooms, and removing or re-
arranging furniture in public areas to allow more space for social distancing.[70]
During the pandemic, global occupancy fell as low as 31%.

President and CEO Arne Sorenson died on February 15, 2021, from pancreatic
cancer. On February 23, 2021, Anthony Capuano was appointed to fill Sorensen's
vacancy as CEO and Director, having previously served as Marriott's group
president of global development, design and operations.

Entrance to new headquarters building in Bethesda, Maryland

In November 2021, the company was criticized for refusing to host the World
Uyghur Congress at one of its properties in Prague, citing reasons of "political
neutrality".

In August 2022, employees began moving into the company's new 21-story,
785,000-square-foot headquarters building on Wisconsin Avenue, ahead of an
official opening on September 21. The new building was constructed over four
years as part of a $600 million downtown Bethesda campus, together with the
adjacent Marriott Bethesda Downtown hotel.

Senior leadership
Executive Chairman: David Marriott (since May 2022)
Chief Executive: Anthony Capuano (since February 2021)
List of former chairmen
J. Willard Marriott (1927–1985)
Bill Marriott (1985–2022)
List of former chief executives
J. Willard Marriott (1927–1972)
Bill Marriott (1972–2012)
Arne Sorenson (2012–2021)
Awards

In November 2020, Marriott International was named as one of the "Top 75

Companies for Executive Women" by Working Mother.
In June 2022, Marriott was recognized by the International Hospitality Institute on
the Global 100 in Hospitality, a list featuring the 100 Most Powerful People in
Global Hospitality.
 Marriott Hotels Brands

JW Marriott Hotels

The JW Marriott brand was established in 1984, with the opening of the first hotel
in Washington, D.C. It was named as a tribute to J.W. Marriott, the founder
of Marriott Corporation. In 1989, Hong Kong was the destination for the overseas
launch. Europe and the Middle East followed in 1993. As a general guide within
the Marriott hierarchy, the brand competes in luxury as below Ritz-Carlton, but
above the traditional Marriott and Renaissance.

St. Regis Hotels & Resorts

St. Regis Hotels & Resorts is a luxury hotel chain owned and managed by Marriott
International.

In 1904, John Jacob Astor IV built the St. Regis New York as a sister property to his
part-owned Waldorf-Astoria Hotel. Exhibiting luxury and technological advance,
each room had its own telephone. Ownership changes, a new wing, and
restorations occurred over the following decades. In 1966, Sheraton
Hotels purchased the property. After an extensive restoration in 1991, the hotel
became the flagship for the Sheraton premier hotels rebranded as the ITT
Sheraton Luxury Collection.
In 1998, Starwood acquired the Sheraton brand, and created a new St. Regis
brand. In September 2016, Marriott gained the St. Regis chain as part of its
acquisition of Starwood. The brand name cannot be used in the lower mainland
of British Columbia, because the name is legally owned by the independent St.
Regis Hotel, Vancouver, built in 1913.
The Ritz-Carlton Hotel Company

The Ritz-Carlton Hotel Company, LLC is an American multinational company that

operates the luxury hotel chain known as The Ritz-Carlton. The company has 108
luxury hotels and resorts in 30 countries and territories with 29,158 rooms, in
addition to 46 hotels with 8,755 rooms planned for the future.

The current company was founded in 1983, when the previous owners sold the
Ritz-Carlton brand name and the Ritz-Carlton hotel in Boston, Massachusetts. The
brand was subsequently expanded to other locations. The company is a subsidiary
of Marriott International.

St. Regis Hotels & Resorts

St. Regis Hotels & Resorts is a luxury hotel chain owned and managed by Marriott
International.

In 1904, John Jacob Astor IV built the St. Regis New York as a sister property to his
part-owned Waldorf-Astoria Hotel. Exhibiting luxury and technological advance,
each room had its own telephone. Ownership changes, a new wing, and
restorations occurred over the following decades. In 1966, Sheraton Hotels
purchased the property. After an extensive restoration in 1991, the hotel became
the flagship for the Sheraton premier hotels rebranded as the ITT Sheraton Luxury
Collection.

In 1998, Starwood acquired the Sheraton brand, and created a new St. Regis
brand. In September 2016, Marriott gained the St. Regis chain as part of its
acquisition of Starwood. The brand name cannot be used in the lower mainland
of British Columbia, because the name is legally owned by the independent St.
Regis Hotel, Vancouver, built in 1913.
Bulgari
Bulgari is an Italian luxury fashion house founded in 1884 and known for
its jewellery, watches, fragrances, accessories, and leather goods.
While the majority of design, production and marketing is overseen and executed
by Bulgari, the company does, at times, partner with other entities. For example,
Bulgari eyewear is produced through a licensing agreement with Luxottica, and
Bulgari formed a joint venture with Marriott International in 2001 to launch its
hotel brand, Bulgari Hotels & Resorts, a collection of properties and resort
destinations around the world.

The Luxury Collection

The Luxury Collection is a hotel brand of Marriott International with several
notable hotels including Hotel Alfonso XIII, Gritti Palace Hotel, IVY Hotel +
Residences, Hotel Imperial, ITC Grand Chola, Marqués de Riscal Hotel, The Nines,
Palace Hotel, San Francisco, The Park Tower Knightsbridge Hotel, Phoenician
Resort, Hotel President Wilson, The St. Anthony Hotel, and Royal Hawaiian Hotel.
As of December 31, 2020, there were 118 hotels comprising 23,243 rooms
operating under the brand. The Luxury Collection is notable as the first "soft
brand" hotel chain.

Most hotels of the brand are located in converted historic buildings, including
palaces or older hotels. The brand also enlists notable designers to craft luxury
travel accessories that are available exclusively on the brand's website.

The Royal Penthouse Suite at Hotel President Wilson in Geneva, part of The
Luxury Collection, billed at US$65,000 per night, is listed at the top of the World's
15 Most Expensive Hotel Suites list compiled by CNN in 2012.
W Hotels
W Hotels was launched in 1998 with W New York, a conversion of the former
Doral Inn hotel on Lexington Avenue, Manhattan. It quickly became popular as a
New York City nightclub. Identifying a gap in the market, Barry Sternlicht, CEO of
Starwood Hotels 1995–2005, created the brand that popularized the lifestyle
hotel concept of focusing on fashion and design. This included dark, muted colors,
brushed metal, hotel staff in black T-shirts rather than white jackets, tasteful
photographs, and a trendy bar. His demand for all-white bedding required
manufacturers to develop white fabric that stayed clean without weekly dry
cleaning.

W opened its first hotel in Europe in Istanbul in May 2008. Within the renovated
Akaretler Row Houses, a group of historic structures built in the 1870s to house
the employees of the Dolmabahçe Palace, the hotel blends the traditional
Ottoman design of the row houses with the contemporary feel of a luxury brand.
Opened in October 2009, W Barcelona hotel was W's first in Western Europe. The
26-story futuristic design by architect Ricardo Bofill, in the shape of a sail, is visible
from throughout the city. A unique location is Punta de Mita, Mexico, where the
W, which embraces a surfing culture, was built along the beach and into the
natural forest of the nearby hillside. A notable project under development is the
62-story W Mumbai, also known as Namaste Tower.

Delta Hotels
Delta Hotels by Marriott is a four-star brand of hotels and resorts located
primarily in North America.

In June 1962, William Pattison and his business partners opened the 68-room
Delport Inn in Richmond, BC. That September, Western Hotels changed the
location name to the Vancouver Airport Inn, and assumed the management until
January 1964.

During 1965–1967, Delta Developments built four motels on Vancouver Island,

and leased/purchased two further motels in the BC interior. Driver Developments,
which bought Delta Developments in 1969, evidenced serious financial difficulties
from its diverse investment portfolio within months. In 1970, Delta Hotels Limited
assumed the ownership and operation of the hotels/motels. By mid-1974, the
chain had been pruned to four properties.

Marriott Hotels & Resorts

Marriott Hotels & Resorts is Marriott International's brand of full-service hotels
and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582
hotels and resorts with 205,053 rooms operating under the brand, in addition to
160 hotels with 47,765 rooms planned for development.

Le Méridien
Le Meridian is an upscale, design-focused international hotel brand with a
European perspective. It was originally founded by Air France in 1972 and was
later based in the United Kingdom. Marriott International now owns the chain. As
of June 2021, it had a portfolio of 109 open hotels with 29,439 rooms and a
pipeline of 37 hotels with 9,585 upcoming rooms.

Renaissance Hotels
Renaissance Hotels is a luxury hotel brand of Marriott International. It was
founded in 1981 as Ramada Renaissance, an upscale brand of Ramada Inns. In
1989 the brand was relaunched as Renaissance Hotels. It was bought by Marriott
in 1997. As of June 30, 2020, it has 176 hotels with 55,501 rooms, in addition to
29 hotels with 7,613 rooms in the pipeline.

Westin Hotels & Resorts

Westin Hotels & Resorts is an American upscale hotel chain owned by Marriott
International. As of June 30, 2020, the Westin Brand has 226 properties with
82,608 rooms in multiple countries in addition to 58 hotels with 15,741 rooms in
the pipeline.
Gaylord Hotels
Gaylord Hotels is the large convention hotel brand of Marriott International. As of
June 30, 2020, it consists of five large hotels with 9,918 rooms, along with
attached convention centers and one overflow support hotel property, in addition
to one hotel with 1,903 rooms in the pipeline. The properties are owned by
Ryman Hospitality Properties, Inc.
 Front Office
The front office in the hotel industry, also called the reception area, which the
receptionist is the one who get in touch with the customers, most importantly,
confirm their reservation and answering their questions. Every multi-
departmental physical business needs to have a front office or reception to
receive the visitors.

Front Office Department is the face and as well as the voice of a business.
Regardless of the star rating of the hotel or the hotel type, the hotel has a front
office as its most visible department. For a business such as hospitality, the front
office department comes with an aspect of elevating customer experience with
the business.

Front Office department is a common link between the customers and the
business. Let us learn more about it. It is the one of the many departments of the
hotel business which directly interacts with the customers when they first arrive
at the hotel. The staff of this department is very visible to the guests. Front office
staff handles the transactions between the hotel and its guests. The staff receives
the guests, handles their requests, and strikes the first impression about the hotel
into their minds.

Front office department In Marriott include –

1. Reception / reservation

2. Concierge Desk

3. AYS – At your service System

4. Accounts.
Hierarchy of front office department
Duties and Responsibilities of Front Office Department
Following are the most basic responsibilities a front office can handle.

• Creating guest database

• Handling guest accounts
• Coordinating guest service
• Trying to sell a service
• Ensuring guest satisfaction
• Handling in-house communication through AYS.

Responsibilities of front office manager in hotel.

• Participates in the selection of front office personnel.

• Trains, cross trains, and retains and front office personnel in accordance with
Hampton and Crown standards.

• Schedule the front office staff in accordance with budget guidelines and
through the direction of the GM

• Supervises workloads during shifts.

• Evaluated the job performance of each front office employees

• Maintains working relationships and communicated with all departments

• Maintains master and floor level key control

• Verifies that accurate rooms status information in maintained and properly

communicated

• Resolves guest related problems quickly, efficiently and courteously.

 • Updates group information to include the maintenance and preparations of any
group requirements and relays that information to appropriate personnel.

• Reviews and completed credit limit report

• Works within the allotted budget for the front office

• Received information from the previous shift manager and passes on additional
details to the oncoming shift or manager.

• Checks cashiers in and out and verifies banks and deposit at the end of each
shift.

• Enforces all cash handling and credit policies including incoming check policies
and procedures.

Mr. Mohit Maharishi is the front office Manager in Marriott Jaipur.

Responsibilities of Assistant Front office Manager.

• Direct front office operation such as checking in, checking out and
providing guest assistance whilst ensuring compliance with all front office
policies, procedures, standards and focus on guest’s satisfaction and needs.
• Participate in the development, implementation and review of the
policies, procedures, practices and standards.
• Select, train, develop, schedules and manage the performance of
direct subordinates to ensure the efficient running of front office
operations.
• Maximize hotel revenue by controlling room inventory, group blocking,
and packages, up selling.
• Maintain high visibility during peak period in order to ensure smooth running
of operations, promote good public relations, take corrective actions and handle
customers’ complaints to ensure their satisfaction.
• Keep abreast of all emergency procedures, hotel promotions, product
knowledge, VIP arrivals, upcoming events and brief direct subordinates
accordingly so that all front office staff are able to answer guest requests and
questions.
•Accomplished a set of administrative duties such as leading and attending
meeting, writing reports and memos and other specific duties related to the job
function.
• Additional responsibilities and tasks can be added at any time according to
the needs of the business and of the hotel.
Mr. Rohit is the assistant front office Manager in Marriott Jaipur.

Responsibilities of Duty Manager

 Providing a visible management presence while on duty.

•Ensuring each department is prepared and staffed for each shift.

•Dealing with sales enquires in absence of sales department.
•Running of weddings, functions & conferences during each shift.
•Monitor health and safety throughout the hotel.
•Overlooking day-to-day operation of the whole facility
•Communicating with customers (handling complaints, collecting ideas on
improving the operation, providing information, selling facilities, checking
premises, reporting any damages and breakdowns and checking if repairs have
been completed).
• Communicating with employees (problem solving, distributing work duties,
providing all means to get the work done)
• Assisting other heads of departments with their work.
Responsibilities of Front Office Executive

• Computes bill, collects payment, and makes change for guests.

• Makes and confirms reservations.
• Posts charges such as room, food, liquor, or telephone, to guest folio.
• Makes restaurant, transportation, or entertainment reservations for guests
• Deposits guests’ valuables in hotel safe or safe deposit box.
• Checks out guests and inquiries about their stay.
• Promotes and supports Brand Voice and Brand initiatives such as Priority Clubs
and Associate Programs.
• Actively builds awareness of the Brand to guests.
• Provides and ensures high-quality guest relations. Receives and resolves guest
complaints in a manner consistent with company policy. Makes Manager on Duty
aware of any guest complaints.
• Maintains the desired levels of quality assurance ratings, including guest
comment cards, accounting audit and inspection scores.
• Confers and cooperates with other departments as needed to ensure
coordination of activities.
• Works toward a 90% walk-in conversion rate goal.
• Ensures Inn compliance of all company policies and procedures.
• Adheres to all safety procedures and informs management of any unsafe
conditions.
Responsibilities of Front Office Executive

• Managing the reception in the absence of the front office receptionist.

• Offer administrative support to the legal secretaries.
• Respond to phone calls and forward them to the concerned employee.
• Schedule the appointments.
• Welcome the clients to the office.
• Arranging the files in a proper manner.
• Print, photocopy, fax documents when requested by the executives.
• Restock stationery items and other office supplies.
• Sort the incoming mails and prepare outgoing mails that are to be sent.
• Carrying out other routine administrative operations as instructed by the
manager.

Responsibilities of front office trainee

• Register & process guests and their assigned rooms.

• Accommodate guest requests.
• Communicating with hotel staff on the status of guest rooms.
• Up selling guest rooms and promoting hotel services.
• Handling cash payments.
• Maintain a clean and neat front desk area.
A Business Centre is a professionally managed commercial facility that offers end-
to-end business infrastructure for short to medium term durations. Clients can
choose from a wide range of flexible options based on their specific space and
infrastructural requirements.

A Business Center has everything that you may need to run your business in the
most-efficient manner. So, whether it is copiers, fax, printers, scanners,
contemporary furniture and decor or high-speed internet connectivity, you’ll get
everything in a Local Business Centre.

The Address Office has an exceptional Business Center that gives you the liberty
to devote more of your precious time and energy to your seminars, informal
meetings and employer’s workshops and manage them in a synchronized way. It
is a relationship without long term commitment. If you need a temporary office
space, Business Center comes as a great option to go for. The fact of the matter is,
you can enter easily and you can exit easily. Business Centers offer an ideal setting
for MNCs commencing their operations in a new location.

Most Business Centers are located at prominent addresses, so that clients can
benefit from excellent connectivity and derive maximum business benefits from
the physical proximity to other major business houses. We strongly recommend
you to take a tour with us and see our Business Centre services.
 Standard and Operating Procedures

Guest Registration:

Does all guest registration-related activities like Check- in, room assignment,
welcoming, room rate etc.

Guest Service: Fulfils any Guest Services related activities.

Guest History and records: Creates and maintains a guest profile, history, likes
and dislikes, collect feedback etc.

Guest Database: Develops & maintains a Comprehensive Database of Guest

Information

Updates Room Status: responsible to update the correct room status like CI, CO,
DNCO, DND etc.

Reservation: This section is responsible in registering the room reservation from

various sources, with recordings, filing of reservation records, and revise on the
appropriate time to make sure that guests would have their rooms upon entering
the hotel.

Postage and Parcels: This section is to facilitate guests pertaining to the posting of
letters, telegrams, and parcels.

Telephone: This section is to facilitate guests pertaining to the telephone both

internally and externally, and to wake guests up in the morning upon request.

Finance and Foreign Exchange: This section relates with the Accounting
Department, through the collection from guests through their services, and also
gives the foreign exchange service.

Inquiry: This section is to answer questions and inquiries of guests. Therefore, this
section would have to be alert with all the movements of the hotel.
Bell Desk and Concierge: Provide all services related to Bell desk and Concierge.

1. Non-automated [manual] systems

 This very system is the one characterized by the sole usage of hands. All
formats, procedures, and different kinds of calculations are done manually.

2. Semi-automated [Electro-mechanical] systems

• This system gets use of some Electro-mechanical equipment. Under the semi-
automated system, each department might have its own computer system under
which it handles all its operations.

3. Fully automated [computer based] systems

• This is the best system ever used in the hotel industry. It is characterized by the
excessive use of departmental software package programs integrated and
connected to a main frame or terminal situated at the front office department.

According to Gartner, there will be a 30% increase in the use of Robotic Process
Automation (RPA) by 2023 for front-office functions, including sales and customer
experience. Automating the front office is meant to drive customer satisfaction by
providing efficient and effective sales and customer service, as well as
revolutionizing the interaction between companies and their customers.

Functions such as gathering customer data, updating customer queries or

complaints, registration, and security checks largely involve the front office staff.

Speed and accuracy are vital for all these and other operations to service
customers, but many of them are still handled manually. Consequently, staff in
front office roles can get bored with repetitive and monotonous processes, which
in turn leads to high and costly levels of turnover and errors.
Automating the front office can motivate them to get more involved in their
respective roles while enjoying benefits such as fewer errors, reduced transaction
time, faster response times, and better customer experience. RPA also facilitates
real-time interaction between the front and back office to help improve average
call handle time (AHT) and customer satisfaction (CSAT) scores in the front office;
enhance efficiency, and increase collaboration and communication in the whole
value chain.
 Forms and Format

Reservation Form

This is the form which is filled by the reservation assistant at the time of the
request of the room from the guest. The reservation assistant should inquire all
the details mentioned in it. After filling up this form, all the reservation data are
entered into the computer where the reservation system is computerized. This
form is filled for the future reference. When the guest arrives in the hotel, the
reservation of the room is done on the basis of these forms. This form includes:
Name, Address, Nationality, Date of arrival with flight details, Date of departure,
Types of room required, Types of plan preferred, Modes of payment etc.

Reservation Chart

Reservation chart is also referred as the advance lettering chart or bed booking
chart and used for allocating room in advance. A reservation chart is basic of
reservation system. Each page of reservation chart represents a month. The
vertical column represents each day of the month while horizontal column
represents each room in the hotel. Each block represents room on a particular
day of a month. Thus, when a room is reserved, a square formed by the room
number and the date for which it will be occupied and crossed through a pencil
and the name of the guest is written on the line. Pencil should be used so that in
the event of cancellation or alternation of reservation, the name and line can be
erased and replace by another.

Reservation chart used in a hotel are mainly of two types:

Density Chart

It is used in a large commercial hotel or in the hotel where the guest stays only for
one or two nights. When a reservation is recorded in this char, the customer is
not allocated a particular room. Each type of room is groped together on the left-
hand side and days of the month across the top. When a booking is accepted, the
number of days, starting with the day of arrival is marked off. This chart indicated
the quality of room reserved by the types of room over a period of time.This chart
only indicates how many rooms are reserved not the name of the guest or
duration of particular booking.

Convectional Chart

It displays the availability of each room in the hotel by room number. This chart
shows all the hotel rooms on the down heft hand side and data of the month
across the top. This chart is normally suitable only for small hotels where guest
usually stay for a long period of time and which has a wide variety of rooms.

Reservation Slip.

Reservation slip is a piece of paper which is filled up by the reservation assistant

after he/she finishes the reservation form. It is made in two copies. One is
attached with the reservation form and another is kept in Whitney/Reservation
rack in an alphabetical order.

This paper is filled up in various colors for different purposes. Different colors of
reservation slips are used in different purposes.

White colour- Individual

Yellow colour- Groups Green color- VIPs

Pink color- Through Travel Agencies

Purple colour- Conventions Room Status Board (Forecast Board).

A forecast board is another means of determining the room's availability.

It is usually situated on a wall near the reservation desk so that the reservation
assistants have quick access to room status information when they have to check
for the room Availability. The forecast board normally indicates a period of four
months.

The Hotel Dairy (Booking Dairy)

Immediately after updating the accommodation availability chart, the reservation

clerk must enter all of the booking details into a hotel dairy. However encase of
computerized reservation system, this will be done automatically. It helps to
control the fraud and misuse of reservation system in the front office department.

This dairy is normally checked by front office manager on a daily basis to have a
quick view of status of room reservation on a particular day.

Reservation Revision Cancellation Form

This form is filled up when a guest request for the cancellation the revision of the
reservation made on the earlier dates. This reservation assistant fills up all the
necessary details on these forms. In case of cancellation the reservation rack is
updated by removing the reservation slip. The reservation chart is also updated
by removing the allocation of the room made by the guest. In case of cancellation
and revision of the reservation, new adjustments are made in reservation rack
and reservation form.
 Sub Department of Front Office

Reservations:

Manage all booking calls for all bookings, such as free individual traveler (FIT) or
classes, and even make a reservation Handle all booking requests by some other
means, such as fax, telex, e-mail, etc.

Maintain reservation rack : Maintain an accurate and up-to-date inventory of

rooms Deal with all the sources of the reservation including a travel agent, airline
crew, business, etc

Set booking rates and closeout dates if fully booked

Makes Efforts to sell the rooms

Eventually, keep a clear record of the booking, space forecasting, etc. to make the
later process run smoothly.

Reception / Registration:-

This is one of the most critical parts because they are in constant touch with the
guest right from arrival to departure time.

Reception workers perform such tasks as welcoming the visitor to the hotel,
registering them and assigning them rooms

Complete Full formalities for pre-registration of VIP SPATT members, groups, etc.

Maintain various records such as identification cards, C-forms, vouchers for

services, a slip of travel, a note of inconsistencies, occupancy list and statistics,
etc.

Execute formalities of government relating to foreigners such as C- Form

Coordinate room clearance with the housekeeping team.

Bell Desk:-

It is also a very important section of FO since the bell boys are the first staff with
whom guests come into touch as soon as they reach the hotel

Throughout the arrival and departure process, the bell boys help the guest to
carry the luggage from the lobby to the bed and from the bed to the lobby.

Carries out various miscellaneous jobs for the guest and the official job given by
the F.O.M.

Responsible for the delivery of newspapers in the rooms.

Does the guest paging too

Maintains and sells postal stamps.

Maintains documents such as bell boy logbook, check-in, and check-out card,
newspaper register, postal stamp register, scanty baggage register, left baggage
register, etc.

Concierge:-

In certain hotels, concierge offers information to the guest when there is a need
for longer interactions, such as planning a route, etc., and this can be considered
an extended information desk.

This is a French word that means porter-doorkeeper, and also refers to

hospitality.

Cashier:-

Opening and maintaining of the guest folio.

Posting room charge in guest folio.

All credit charges are recorded in guest folio.

Maintaining a record of the cash received from the guest.

Preparing bills at check-out time.

Receiving account payment cash/traveller cheques/credit cards.

Organizing foreign currency exchange for guest account settlement

Travel Desk:-

Arranging pick-up and drop facilities for guests as they arrive and leave.

Provide vehicles to guests at pre-determined rates upon request.

Creating travel plans, such as train reservation/cancelation/modifications, or

purchasing guest air tickets.

Half-day or full-day sightseeing tours to and around the area.

Arranging for guides who can communicate in the guest’s language.

 Learning From Front Office

 Firstly, learned how to greet the guest.

 Learned how to communicate with him.

 Learned guest rooming and escorting them.

 V Learned how to take Reservation.

 Learned how to do message slip ins beneath the guest rooms door.

 Learned to take guest calls and also to respond them.

 Learned to give wake up calls.

 Updating the Reg Cards.

 Scanning photo Id’s of the guest.

 Taking Pre auth of the guest.

 Housekeeping

Housekeeping is the backbone of the hotel.

Housekeeping may be defined as ‘provision of a clean, comfortable, safe and

aesthetically appealing environment’.

By another definition, ‘housekeeping is an operational department in a hotel,

which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms,
public areas, back areas and the surroundings.

The housekeeping department is responsible for the upkeep and maintenance of

the entire hotel. One of the first impression, guest forms when he walks into the
hotel is a reflection on the housekeeping department – how clean, a pick-n-span
and well maintained are the surroundings. No hotel can function without this
department because it overseas

Everything from the guest rooms, public areas, laundry, linen, Horticulture and
flower arrangement to maintenance of housekeeping equipment’s, which is now
becoming increasingly.

High-tech. considered a back of the house operation earlier, the Pre caption of
housekeeping has undergone a sea change, now, not Just managers but staff at all
levels including the housekeeper is Being encouraged to interact with the guest.

Since the feedback they receive is the first hand, it simply helps to update guest
history more accurately.

Increasingly more responsibilities are being delegated to the housekeeper who is

being groomed as guest service agents.
 HIERARCHY OF
HOUSEKEEPING DEPARTMENT
\\

Duties and Responsibilities

Responsibilities of housekeeping Manager:-

Mr. Nitin is the housekeeping Manager in Marriott Jaipur.

• Assign duties to members of staff

• Inspect the environment within the organization to ensure it meets

the minimum best practice throughout the organization.

• Develop minimum standards for prospective members of his department

and minimum standards for rating the work

• Listen to customers’ complaints and ensure that the complaints are

addressed efficiently and effectively

• Stand-in for any member of staff that is unavailable to carry out their duties
in order to prevent any unfilled gap

• Responsible for ensuring dirty laundries are timelessly and

appropriately cleaned

• Order supplies for the housekeeping department

• Ensure efficient use of departmental resources

• Direct all housekeeping activities

• Maintain good relationship with customers and/or clients and suppliers

of housekeeping items

• Maintain good relationship with managers of other units in the organization.

Responsibilities of Assistant Housekeeping manager:-

Mr. Aditya is the Assistant Housekeeping Manager.

• Leading the daily operations of the housekeeping department and providing

support to the Room Attendants and House Attendants.

• Assist with training and hiring of new team members.

• Collaborate with the Maintenance department with any room and property
deficiencies.

• Maintain close working relationship with other departments especially Front

Office, Food & Beverage and Spa.

• Inspect rooms and provide ongoing feedback to the team.

• Check and maintain adequate level of supplies and material and request
replenishment of supplies as required.

• Ensure the correct handling of lost guest property in accordance whit Hotel
procedures.

• Carry out opening and closing procedures as detailed in the standards &
procedures while ensuring accurate completion of any reports.

• Provide leadership that inspires and engages the team to do their best every
day.

• Ensuring all guest comments and complaints are acted upon promptly.

• Assist the team to ensure that all goals are met on a daily basis.

• Assist with scheduling of staff.

• Ensure room standards are maintained.

• Create action plans and update departmental progress- based guest and
employee feedback.
 • Help to prepare work schedules to ensure all jobs are covered in assigned areas.

• Other duties as assigned by Housekeeping Manager, Assistant General Manager

and General Manager.

Responsibilities Housekeeping Executive: -

Other duties as assigned by Housekeeping Manager, Assistant General Manager

and General Manager.

• Monitor the appearance, standards and performance of the

Housekeeping/Laundry Team with an emphasis on training and teamwork;

• Inspect, regularly, all fixtures, fittings, and appliances to ensure compliance to

standards and take action as necessary to conform to standard;

• Competent in property management systems;

• Ensure staffing levels cover business demands;

• Recruit, manage, train and develop the Housekeeping/Laundry team;

• Ensure ongoing training;

• Ensure team members have an up-to-date knowledge of all room categories and
amenities;

• Assist other departments wherever necessary;

• Oversee housekeeping operations;

• Evaluate Guest satisfaction levels and monitor trends with a focus on

continuous improvement;

• Operate within departmental budgets through effective stock and cost controls
and well managed schedules;
 • Manage staff performance issues in compliance with company policies and
procedures;

• Maintain good communication and work relationships in all hotel areas and
with external customers and suppliers;

• Set departmental targets and objectives, work schedules, budgets, and policies
and procedures;

• Oversee Laundry Operations.

Responsibilities Housekeeping Associate:-

• Organize, supervise and coordinate the work of housekeeping staff on day- to

day basis.

• Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for

hotel guests.

• Prepare duty rosters and supervise the discipline and conduct of her staff.

• Ensure proper communication within the department by conducting regular

meeting with the staff.

• Recruit new employees and train them for the housekeeping jobs.

• Counsel and motivate employees on various duties.

• Establish and maintain standard operating procedures for cleaning and develop
new procedures to increase efficiency of labour and product use.

• Search and test new techniques and products in the market.

• Maintain regular inventory and checking of furniture, linen, uniform,

equipment’s in the hotel.

• Evaluate employee performance for promotions and transfers.

 • Approval of supply requisitions for the housekeeping and to maintain minimum
stock and cost control procedures for all materials.

• Check the reports, files, registers maintained in the department.

• Provide budget to the management and control of budgets.

Responsibilities Housekeeping Associate:-

Provide budget to the management and control of budgets.

• Organize, supervise and coordinate the work of housekeeping staff on day- to

day basis.

• Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for

hotel guests.

• Prepare duty rosters and supervise the discipline and conduct of her staff.

• Ensure proper communication within the department by conducting regular

meeting with the staff.

• Recruit new employees and train them for the housekeeping jobs.

• Counsel and motivate employees on various duties.

• Establish and maintain standard operating procedures for cleaning and develop
new procedures to increase efficiency of labour and product use.
 Room Categories

1. SINGLE ROOM

A single room has one single bed for single occupancy. An additional bed (called an
extra bed) may be added to this room at the request of a guest and charged
accordingly.

The size of the bed is normally 3 feet by 6 feet. However, the concept of single rooms
is vanishing nowadays. Mostly, hotels have twin or double rooms, and the charge for
a single room is occupied by one person.

2. TWIN ROOM

A twin room has two single beds for double occupancy. An extra bed may be added
to this room at the request of a guest and charged accordingly. Here the bed size is
normally 3 feet by 6 feet. These rooms are suitable for sharing accommodation
among a group of delegates meeting.

3. DOUBLE ROOM

A double room has one double bed for double occupancy. An extra bed may be
added to this room at the request of a guest and charged accordingly. The size of the
double bed is generally 4.5 feet by 6 feet.

4. TRIPLE ROOM

A triple room has three separate single beds and can be occupied by three guests.
This type of room is suitable for groups and delegates of meetings and conferences.

5. QUAD ROOM

A quad room has four separate single beds and can accommodate four persons
together in the same room.
6. HOLLYWOOD TWIN ROOM

A Hollywood twin room has two single beds with a common headboard. This hotel
room type is generally occupied by two guests.

7. DOUBLE-DOUBLE ROOM

A double-double room has two double beds and is normally preferred by a family or
group as it can accommodate four persons together.

8. KING ROOM

A king room has a king-size bed. The size of the bed is 6 feet by 6 feet. An extra bed
may be added to this room at the request of a guest and charged accordingly.

9. QUEEN ROOM

A queen room has a queen-size bed. The size of the bed is 5 feet by 6 feet. An extra
bed may be added to this room at the request of a guest and charged accordingly.

10. INTERCONNECTING ROOM

Interconnecting rooms have a common wall and a door that connects the two
rooms. This allows guests to access any of the two rooms without passing through a
public area. This type of hotel room is ideal for families and crew members in a 5-
star hotel.

11. ADJOINING ROOM

An adjoining room shares a wall with another hotel room but is not connected by a
door.

12. ADJACENT ROOM

An adjacent room is very close to another room but does not share a common wall
with it.
13. PARLOUR ROOM

A Parlour has a living room without beds and may have sofas and chairs for sitting.
This room is generally not used as a bedroom.

14. STUDIO ROOM

A studio has a bed and a sofa cum bed and is generally used as a living room.

15. CABANA ROOM

A Cabana is situated away from the main hotel building, in the vicinity of a swimming
pool or sea beach. It may or may not have beds and is generally used as a changing
room and not as a bedroom.
 Standard operating procedure of
housekeeping

Setting Chambermaid’s Trolley

The chambermaid’s trolley can be viewed as a large tool box on wheels to aid the
hotel housekeeping staff. It has a number of compartments and shelves of various
sizes. This trolley is filled with the supplies from the housekeeping supplies store
at the end of each shift so that the next shift staff can access it immediately.

The staffs consider the following points while loading chambermaid’s trolley.

Loading the trolley with adequate supplies depending upon the number and types
of the rooms on the floor.

Avoiding overloading the trolley that may lead to any accidents.

Avoiding underloading the trolley that may lead to make unnecessary trips to
supplies store.

Chambermaid’s Trolley

SOP for Setting the Chambermaid’s Trolley

The SOP is given as follows –

Empty the trolley.

Check rapidly for any broken parts.

Clean it by dusting and wiping any

stains.

Place the items according to their weight: heaviest items at the bottom and
lighter items at the top section of the trolley.
Place the linen for different purpose separately.

Close the lids of cleaner bottles and liquid cans tightly.

Record the numbers and types of the items loaded in the trolley for the rooms.

Collect the room keys.

Take the trolley to the assigned duty floor.

Park it outside the room such that the linen side faces outside and the room
entrance is blocked.

SOP for Entering the Guest Room

The housekeeping staff should follow the SOP given below for entering the guest
room.

Leave the DND (Do not Disturb) rooms undisturbed.

Knock the door with knuckles and announce in pleasant voice, “Housekeeping…”.

Wait for five seconds to hear the guest’s response.

In case of no response, announce the same again.

In there is no answer second time too, open the door with the key.

Enter the room.

If the guest is found sleeping, withdraw from the room quietly.

In case the guest answers, ask politely when would he like to service the room.

In case the guest wants it later, acknowledge his reply and withdraw from the
room.

If the housekeeping work is in progress and the guest returns from outside, greet
him and ask if the guest would like to return in some time
SOPs for Cleaning the Guest Room

The SOP for cleaning the guest room is given below. Once the staff enters the
room and starts the housekeeping work, he must −

Not use guest room linen as a door stopper or for cleaning and dusting the room.

Keep the guest room door open while working.

Open the curtains and patio door.

Assemble the furniture and place appropriately.

Keep the vacuum cleaner and other cleaning apparatus in the room.

Check the type of bed.

Take the bed linen of appropriate size and place it on the nearest chair.

Remove previous bedspread and place on the chair.

Inspect the bed and pillows for their condition as well as for any lost-and-found.

In case of checkout room, deposit the left guest items to the floor supervisor. If
the room is still occupied by the guest, place the item such that it is safe as well as
visible to the guest.

Put soiled sheets and pillow covers in the soiled linen cart of the trolley.

Empty ashtrays and rubbish from the guest room and bathroom dustbins into the
trash cart of the trolley.

Pick up used glasses, mugs, ashtray, trays, and place them on bathroom platform.

Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let them
soak the chemicals from the liquid.

Make the bed. Start dusting from an extreme inside corner of the room and work
outwards.
Clean wipe TV.

Straighten the guest items.

Sweep the room and patio floor.

Mop the room and patio floor.

Clean the glasses, mugs, and tray.

Sanitize glasses, mugs, telephone device, and TV remote.

Inspect the condition of bathroom slippers and bathrobe. Replace if soiled.

Close the patio door.

Close all the curtains.

Clean the entrance door.

Close and lock the room door.

Report any damage spotted to the supervisor.

SOPs for Cleaning the Guest Bath Room

The SOP for cleaning the guest bathroom is given below.

Open bathroom ventilation.

Sweep the bathroom floor.

Scrub and finish the platform, bathtub, and basin.

Scrub and finish the toilet bowl, rim, ring, and hinge.

Wipe the mirror.

Clean bathroom walls using wet mop or sponge.

Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and
moisturizers.

Replace bathroom mat.

Wipe down shower curtain working from top to bottom with a dry cloth.

Replace bath towels and hand towels.

Replace the dustbin liner.

Close the bathroom ventilation.

Clean the bathroom door.

Keep the bathroom door open after cleaning.

Check bathroom doormat. Replace if required.

Report any damage spotted to the supervisor.

SOPs for Cleaning Balcony / Patio

The balcony or the patio are the extensions of the guest room. The SOPs for
cleaning them are given below.

Enter the balcony.

Spray walls,
railings

Scrub and clean the bird droppings

Wipe down rocking or sitting chairs and table

Clean the door tracks appeared on the floor.

Sweep the floor.

Mop the floor.

SOPs for Do-Not-Disturb (DND) Rooms

Every room has to be entered at least once a day by any housekeeping staff. The
guests who do not want to get disturbed by any housekeeping service tag their
rooms with a Do-Not-Disturb (DND) sign.

The SOP for these rooms is as given below.

Do not disturb by placing a call until 2:00 o’clock in the noon.

After 2:00 p.m., the Supervisor calls the room to know the guest’s needs.

The housekeeping staff contacts the supervisor to make sure whether to service
the room.

If the call was not answered by the guest after two calling attempts, the room is
serviced.

To his best judgement, the housekeeping staff enters the room and continues
with the usual housekeeping work.

Public Area Cleaning SOP

There are various public areas frequented by the hotel guests. The areas and their
respective SOPs for housekeeping are as given −

SOPs for Cleaning the Lifts

 Carry out the lift cleaning task early morning when the least number of
guests are expected to use it.
 Call the elevator on the ground floor.
 Open its door.
 Put appropriate signboard near it.
 Clean the lift using the appropriate cleaning liquid according to the wall
material of the lift cabin.
 Wipe the lift doors.
  Work from top to bottom while cleaning a lift cabin.
 Keep the lift door open till the floor and walls are dried completely.
 Spray clean air freshener.

SOPs for Cleaning the Front Office and Lobby

The lobby is active 24 hours. The furniture, carpets, flooring, and ceiling;
everything needs to be kept extremely clean at any given time. The SOPs are as
follows −

 Clear all ashtrays into the trash ensuring no cigarettes are burning.
 Clean and restore them to proper places.
 Clear the dustbins near front office desk.
 Replace their lining and keep them as they were.
 Dust and wipe the telephone device, fax machine, Computers, and kiosks.
Sanitize the telephone device, computer key board, and touchpad of the
kiosk.
 Remove spider webs from ceiling.
 Remove the dust deposited on walls, windows, furniture, and floor.
 Remove stains on the carpet and furniture.
 Clean allarti facts using damp and soft cloth carefully.
 Sweep and mop the flooring of lobby and front office desk area.
 Dust and polish any vases, paintings, and art pieces.
 Spray the air clean spray with signature aroma.
 Play a very light and soothing instrumental music.
SOPs for Cleaning Parking Area

The parking area takes the load of pollution created by hotel owned vehicles and
guests’ private vehicles. It is heavily polluted with dirt and dust. The parking area
needs cleanliness with respect to the following terms –

 Control the ventilation.

 Control pollutant discharges occurring from broken drainage or water
systems of the hotel.
 Remove fine-grained sediment particles on parking floor.
 Clean the area near lift.
 Hard-sweep the parking floor using street sweeping equipment.
 Collect and dispose the debris appropriately.
 Bringing presence of any unusual debris to the notice of public area
supervisor.

SOPs for Keeping the Garden

The gardener or the team of gardeners work to keep the garden looking beautiful.
They must −

 Water the plants regularly according to the season and requirement of the
plants; generally early morning.
 Remove the weed and fall leaves daily.
 Implement the art of Arbosculpture to enhance the beauty of the trees and
bushes.
 Keep the gardening tools clean and safe.
 Report any damage or requirement of tools or plants to the public area
supervisor.
 Keep the lawn grass in healthy condition by periodic cutting with the help
of scarifying machine.
 Keep any artificial waterfalls or artificial water body clean.
 Fertilizing and manuring the plants as per the schedule.
 Recycle the food wastage in the hotel to prepare organic fertilizer.
SOPs for Cleaning the Dining Area

The dining areas need daily cleaning before their working hours start as well as
when the restaurant staff requests cleaning. The SOP is given below.

 Collect all the cleaning equipment and dining area keys.

 Switch on all the electric lamps.
 Open all the drapes and blinds for letting in the natural light.
 Observer the entire area to plan the work.
 Align all the chairs away from the table to make room for cleaning.
 Clean the carpet area, using vacuum cleaner.
 Remove any food stains from the carpet using appropriate cleaner.
 If there is no carpet on the floor, sweep and mop it.
 Dust all the furniture in the dining area.
 Polish the furniture if required.
 Using a feather duster, dust all the pictures, paintings, artworks, and
corners.
 Clean and disinfect the telephone devices.
 Polish metal, glass, and wood items if required.
 Clean the mirrors and windows by wiping them with wet sponge.
 If requirement of maintenance is spotted, consult engineering department.
 If any guest items are found then deposit it with housekeeping control
desk.
 Collect all dirty table linens and replace with the fresh ones.
 Return the keys to the security department.
 Record in the housekeeping register.
SOPs for Cleaning the Swimming Pool

The swimming pool cleaning activity can be conducted in-house by training and
employing housekeeping staff; as there could be separate swimming pools such
as indoor and outdoor as well as for adults and for children. The following steps
are taken to clean and maintain the swimming pool −

 Check water quality more than once a week.

 Check any broken tiles/pipes inside the swimming pool.

 Clean the water as soon as possible when required.

 Check the pool water for contamination daily. Remove leaves using leaf
catchers.
 Check for slippery floor area and the pool bottom. Apply and maintain the
anti-slip mats near the pool. Scrub and clean the bottom of the pool.
 Keep the life-saving and floating apparatus ready all time.

 Keep poolside area and basking chairs clean.

 Keep appropriate and noticeable signages showing the depth of the

swimming pool.
 Check and keep changing rooms up to good quality.

 Keep the changing room door open when it is not occupied.

 Employee lifeguards to provide general safety check for swimming pool

once a day during the operating hours.
 Add adequate amount of chlorine in the pool water.
SOPs for Spring Cleaning

Since Spring-cleaning is a time taking process, it is conducted during low

occupancy period. The standard procedures are −

 Request a spring-cleaning date the front office desk. (The housekeeping

department needs to honor whatever date they give, as it is the matter of
revenue generation.)
 Tag the room as "Not for Sale".
 Remove the guest amenities, curtains, and art pieces from the room.
 Send the curtains to the laundry for dry cleaning.
 Empty the mini bar and send the beverage items to Food and Beverage
store.
 Roll the curtains and cover them with dustsheet.
 Inspect the furniture and send to the furniture yard for repair or
upholstery.
 Inspect the locks, knobs, latches, leaking pipes, and bathroom.
 Hand over the room to maintenance department for any painting, sealing,
and repairing work required.
 Once the maintenance work is complete, remove any residual smell of
paint and varnish by airing the room.
 Polish and clean the permanent fixtures.
 Open, lay, and shampoo the carpet.
 Check the bathroom sealing and clean the bathroom.
 Make the bed using fresh bed linen.
 Restore the art pieces, furniture, and guest supplies.
 Call room service for restoring mini bar, glasses, and trays.
 Show the room to the floor supervisor.
 Release it to the front office desk for selling.
SOPs for Closing Down the Shifts

The floor supervisor closes the shift formally by ensuring the following points
from the attendants –

 Empty garbage bags of the chambermaid’s trolley into the garbage

receptacle.
 Ensure they the soiled linen collected into chambermaid’s trolley bags are
sent to laundry.
 Remove the chambermaid’s trolley and check it for ant damage and dirt
accumulation.
 Empty the vacuum cleaner bags and replace them with new ones.
 Tidy the housekeeping department area by stacking the items at their
appropriate places.
 Clean the toilet brushes with hot water for ten minutes every week.
 Rinse mops in light detergents and hang for drying.
 Close the doors and handover the keys to the housekeeping control desk.
 Sign off the shift.
 FORMS AND FORMATS OF
HOUSKEEPING
1. Guest Bedroom Cleanliness and Condition Service Standard

 All Flooring was free of dirt and debris including edges.

 Carpet / Wooden Flooring was in excellent repair and not worn
or damaged.
 Counter tops, furnishings, chairs and tables free of spots, dust, stains
and marks.
 All Furnishings and upholstery were in sturdy condition and also free
of wear and defects.
 Ledges and baseboards were in good condition and free of dust and scuffs.
 Lamp fixtures, decorative objects were free of dust.
 Ceiling was in good condition, free of dust, cobwebs and stains.
 All Paintwork or wallpapers was in excellent condition, free of scuffs
and marks.
 Drawers inside were free of dust and debris, with ample space to open
and close smoothly.
 All Waste bis were empty and in good condition.
 Ashtrays, if present were undamaged and also free of dirt and ashes.
 Window/sliding glass were undamaged and free from smudges on the
inside.
 Picture frame glass was free of spots and dust on frames.
 All Mirror glass was undamaged, free of streaks and dust on frame.
 TV LCD / LED screen was free of streaks/spots, all wires and cords
were orderly hidden behind the screen.
 All Draw cord or handle to close curtains worked easily.
  Curtains closed completely and provided complete blackout.
 Bed tightly and neatly made.
 Mattress and box springs were aligned.
 Bedspread and skirting was in good condition, not worn, free of stains,
hair and debris.
 Blankets were in good condition, not worn or damaged, free of stains,
hair and debris.
 Bed sheets were in good condition, not worn or damaged, free of
stains, hair and debris.
 Pillow cases were in good condition, not worn or damaged, free of
stains, hair and debris.
 Bed frame and headboard were in good condition, free of damage,
free dust and markings.
 Underneath bed was free of dust and debris.
 Wardrobe had working internal lighting.

2. Guest Bedroom Cleanliness and Condition Service Standard

 Room re-made and cleaned efficiently.

 Allotted daily service completed by 6:00 PM (Timings depend upon
hotel type)
 No items were removed from the guest room unless placed in the
trash basket.
 All flooring was swept/vacuumed.
 Mirrors/pictures were free from dust and smudges.
 Lamps, bulbs, shades and switches were free from dust, hair, streaks
and fingerprints.
 All bulbs, TV, Hair Dryer, Ipad / Ipod / Mobile Docking station
were functional.
 Bed tightly and neatly made.
  Guest money, jewellery, mobile, laptops, valuables and personal items left
untouched.
 Newspapers and magazines were stacked and left in plain view.
 Guest clothing found on the bed or floor were folded and placed on bed
or chair, clothing left on furniture was folded and left in place.
 Shoes were paired and placed to the side.
 All stationery and supplies restocked to par levels.
 Laundry bag and order form were replaced and neatly presented.
 All trash cans were emptied.
 Sink, counter and mirror were wiped clean and spotless.
 Tub and shower cleaned, no debris, dust, spots, stains or hair.
 Toilet cleaned, no debris, dust, spots, stains or hair.
 Used linens were removed and replaced.
 Bathroom paper supplies restocked and Tissues re-pointed.
 Glasses washed or replaced, Coffee machine set up, cleaned and restocked.
 All Interior windows and window sills were free of dust, hair, streaks
and fingerprints.

3. Sample format of Lost and Found letter in Housekeeping

When guest enquiries are received for Lost and found items, the executive
housekeeper should respond to such enquiries in a timely and professional
manner. If any additional information is required from the guest regarding the
lost item then an inquiry form is also attached as annexure.

In addition to this, all such guest enquires should be recorded and filed on the
lost and found response file. Below you can find sample format of standard
response for guest enquiry related to lost items.
 LOST & FOUND – Enquiry Response Letter

Dear (Salutation + Guest name),

Regretfully the item mentioned on your correspondence email / mail mentioned

as being lost, has not been turned into our Lost and Found Department.

I have personally checked our Lost and Found log and the security locker.

(In case additional information is required about the lost item)

I have enclosed a request for additional information form and please provide the
details.

The information you have given me now will be kept on our file. If your missing
item should be turned in future, then we will inform you accordingly and also we
will make necessary arrangement to courier you the same at the following
address:
 Mailing Address as per the hotel records:

Regretfully,

(Hotel Name)

Name

Executive Housekeeper

Annexure - Lost Item Inquiry form

First Name: Last Name:

Room No : Check -out:
Email : Mobile No :
Item Lost: Lost Where:

Additional
Description:
4. Hotel Fitness center audit checklist for Bathroom, Sauna and Steam Bath

Expected Standards:

• Instructions for using steam bath were clearly stated.

• Steam bath functioned properly and was calibrated correctly.

• Steam bath free of unpleasant odors, debris, oily surfaces, mildew.

• Instructions for using sauna were clearly stated.

• Sauna was free of unpleasant odours, debris, stains and mildew.

• Thermometer was present in sauna and in perfect working condition.

• Emergency bell was present in sauna and in working condition.

• Separate locker rooms were available for each gender.

• Relaxation area was separate from the locker room.

• Current magazines and newspapers were displayed and in good condition.

• Relaxation area had good Wi-Fi signal and provision to charge mobile devices.

• Apples, juice or other appropriate fruit was available on request.

• All areas were sanitized with fresh aroma.

• Towels were conveniently available in locker rooms and was free of tears
and stains.

• Soiled towels stowed away from guests view.

• Walls and ceiling surfaces were free of spots, marks and free of cracks.

• Floor were free of spots, hair and debris.

• Grouting was in good condition, free of damage, moulds and debris.

 • Sink was in good condition, free of damage, spots and hair.

• Sink faucet and drain fixtures free of spots and rust.

• Sink fixtures were in good working condition, free of damage.

• Mirrors were free of streaks, smudges and prints.

• Toilet, seats and tank were free of spots, debris and stains.

• Shower Cubical was free of spots, hair and debris.

• Shower head, faucet and drain assemblies free of spots.

• Each shower stall contained clean bathmat and non-skid surface.

• Restroom stocked with sufficient supplies (Soap, combs, hair gel, body lotion,
cotton swabs).

5. Sample Guest Room Linen Control Form

In Order to effectively manage linen inventories through Laundry Cycle, Hotel

management should develop policy, tacking sheets to monitor and to control the
movement of linens between Housekeeping and Laundry.

Rooms Attendants should record the number of soiled linens by their type, which
are removed from the guest rooms and delivered to laundry for washing. Find
below a sample format used for turning in guest linen to laundry.
 Hotel Logo and Name

Guest Room Linen Control Sheet - Sample

Floor
Linen Sent Linen Picked-up
No

Bag Room Laundry Room Laundry Remarks

No: Maid Att. Maid Att.
Items Colour Count Count Count Count

Bath
Towels

Hand
Towels

Wash
Cloths

Bath
Maths

Pillow
Case
6. Laundry Service Terms and Condition

• Kindly fill up the Laundry Slip and handover the same to our Laundry
attendants or Housekeeping attendants. Management are not responsiblefor
the laundry left with unauthorised person.
• Unless itemised list is sent with Laundry, Hotels count must be accepted.
• Before giving the garments please check if any personal belongings in
the pockets left, we are not responsible and no claims will be
entertained.
• Laundry sent before 10 am will be returned the same day at no additional
charge.
• Laundry received between 10 a.m and 12p.m requested for the same
day will be considered as express laundry and charged 50% extra.
• Laundry collected after 10:00 a.m will be delivered at the next day
evening at regular charges.
• While every care is taken, the Launderers is not responsible for fastness of
colour, shrinkage, or any item not claimed within 24 hours of delivery to guest
with the sheet.
• In case of any discrepancy or undeclared defects, ie damage or discolouration
of the garments the laundry will execute the order only after further
clarification.
• In the event of any discrepancy the laundry list must be returned to the
laundry. Hotel management is not responsible for laundry claimed after 30
days.
• In case of loss, damage of the garment in laundry, the melange will be
responsible for a sum not exceeding 10 times the cleaning charge of the
garment.
• Kindly do not pay cash while receiving the laundry, The charges will be posted
to your room bill.
• Laundry is not responsible for colours running or fading, loss or damage of button
and buckles.
• All Hanger items will be hung in the closet.
• Laundry hours 08:00 am to 06:00 pm.
7. Minibar bill format and posting procedure

Minibar bill should contain details of the articles placed inside the minibar with
the price and quantity of the items.

Studies show that placing Minibar bills or card in the room will speed up the guest
check out procedures because at the time of guest departure guests can fill this
up and handover to the cashier for posting the charges to his bills quickly. As
compared to the normal process where the cashier informs the IRD or
housekeeping department to check the minibar consumption.

Nowadays there are automated Minibar systems in the market which has inbuilt
sensors on to it, So once the items are removed from the minibar the charges are
automatically posted to the guest folio.

Even with all these automated systems in place still minibar charges are the most
disputed charges by the hotel guests, usually, the front desk staff are allowed to
post allowance for minibar charges if there is a guest dispute.
8. Hotel Fitness centre audit checklist for Bathroom, Sauna and Steam Bath

Expected Standards:

• Instructions for using steam bath were clearly stated.

• Steam bath functioned properly and was calibrated correctly.
• Steam bath free of unpleasant odours, debris, oily surfaces, mildew.
• Instructions for using sauna were clearly stated.
• Sauna was free of unpleasant odours, debris, stains and mildew.
• Thermometer was present in sauna and in perfect working condition.
• Emergency bell was present in sauna and in working condition.
• Separate locker rooms were available for each gender.
• Relaxation area was separate from the locker room.
• Current magazines and newspapers were displayed and in
good condition.
• Relaxation area had good Wifi signal and provision to charge
mobile devices.
• Apples, juice or other appropriate fruit was available on request.
• All areas were sanitised with fresh aroma.
• Towels were conveniently available in locker rooms and was free of
tears and stains.
• Soiled towels stowed away from guests view.
• Walls and ceiling surfaces were free of spots, marks and free of cracks.
• Floor were free of spots, hair and debris.
• Grouting was in good condition, free of damage, moulds and debris.
• Sink was in good condition, free of damage, spots and hair.
• Sink faucet and drain fixtures free of spots and rust.
• Sink fixtures were in good working condition, free of damage.
• Mirrors were free of streaks, smudges and prints.
• Toilet, seats and tank were free of spots, debris and stains.
• Shower Cubical was free of spots, hair and debris.
• Shower head, faucet and drain assemblies free of spots.
 • Each shower stall contained clean bathmat and non-skid surface.
• Restroom stocked with sufficient supplies (Soap, combs, hair gel,
body lotion, cotton swabs).
• Hair dryers conveniently placed and functional.
• Lockers were maintained and convenient for storage with hooks
and hangers.
• All equipment's were in perfect working condition.
• All equipment was clean free of soil and dirt.

9. Swimming Pool Services and Facility audit checklist

• Guest acknowledged with eye contact and smile within 10 feet.

• A polite greeting, offer of assistance, etc. was made within 5 feet by pool
attendant.
• Pool staff asked the guest’s name and Guest name used at least one time.
• Staff anticipated needs and offered a lounge chair, towels, items for
children, etc.
• Pool area rules were enforced.
• Pool staff was the last one to speak and always thanked guest.
• Rules/warning signs were clearly posted, signs not worn or damaged.
• Availability hours of lifeguard clearly posted near pool side.
• Lifeguard present during the hours mentioned. And was attentive to
all pool areas activities.
• Pool was appropriately heated during winters.
• Pool deck was not damaged, worn or cracked.
• Pool interior and tiles were free of algae, not worn or damaged.
• Pool water was free of floating debris, clear.
• Depth markings were clearly posted.
• Chairs, furnishings were matching and were neatly arranged
throughout pool areas.
 • Chairs were free of markings, not stained or soiled and not damaged.
• Tables were free of markings, not stained or soiled and not damaged.
• Pool side umbrellas were free of markings, not stained or soiled and
not damaged.
• Towels were available at convenient location.
• Towels were free of stains and was not torn.
• Soiled towels stowed away from guests view.
• Pool area restrooms floors and walls were free of debris, spots and hair.

10.Lobby and Public Area Cleanliness Checklist

• The reception desk was organised, free of clutter, free of dust and debris.
• Hotel lobby was attractive in design, in good condition, free of dust
and debris.
• Décor was fresh in appearance and of a high standard.
• If floral decorations were present, they were fresh in appearance.
• Fabrics were free of stains and in excellent repair.
• Furnishings were well maintained; free of dust, scuffs, markings and
of high quality.
• The floor was free of spots, stains and debris.
• Flooring was in an excellent state of repair, not worn in appearance.
• All Windows and doors were in good condition free of prints,
smudges and free of damage.
• Walls and ceilings were free of spots, dust and debris.
• Walls, ceilings were in good condition, free of damage.
• Building interior had consistently comfortable air temperature, no
unpleasant odours.
• Lobby Music / Channel Music was clear and audible, with excellent
sound quality.
• Lighting was adequate, and of perfect working order, no burned
out bulbs.
• Corridor surfaces were free of dust and smudges, mirrors were free
of streaks.
• Corridor carpets in good condition, free of debris, stains free of rips,
tears and wear.
• Corridor curtains and windows were free of dust, smudges, streaks
and stains.
• Corridor curtains were in good condition, free of rips, tears and damage.
• House telephones functioned properly; Scribbling Pads/Pencils
were available.
• Guest Elevator cars in good condition, functioned responsively, had
no spots, stains, smudges or debris.
• Guest Elevator Emergency Telephone working properly, channel
music audible and clear.
• Public restroom décor was of high standard and free of
unpleasant odours.
• Music was clearly audible in public restroom, with excellent
sound quality.
• Public restroom floors free of dirt and debris.
• Public restroom wallpaper/tiles were free of holes and chips.
• Public restroom countertops were in good condition, free of
damage, sinks were dry and free of spots, stains and hair.
 Sub Department of Housekeeping

Office of the Executive Housekeeper− The administrative work of the department

is carried out here.

Housekeeping Control Desk− It is open 24 hours a day, and operational. Here the
housekeeping staffs registers at the beginning and end of the shift. There are note
boards, storage shelves, registers, cupboard lost and found, and key-hanger
matrix.

Laundry Area− Washing, ironing, dry cleaning, folding of linen and staff uniform
takes place here.

Linen Room− Here, the linen of the hotel such as bed-sheets, towels, pillowcases,
etc., are stored, collected, and carried to the required places in the hotel.

Uniform Room− The staff uniforms are collected, stored, and distributed from
here.

Tailor Room− Here, stitching and repairing of linen and uniforms take place.

Housekeeping Stores− It is a storage area where the cleaning equipment and

items, and guest supplies are securely stored.

Flower Room− It is an air-conditioned room with worktables, sinks and water

supply, cupboards to store vases and stones, and a counter.

Lost and found− All things left by the guests are kept. It deals directly with the
front office staff, as the visitors appear to ask about their missing products first.
 Learning Outcome

• Cleaning Banquet Halls.

• maintaining Banquet cleaning Sheet.

• Supervising Washroom Cleaning.

• Cleaning Stairs case

• Entering Casuals.
 Food & Beverage
Jaipur Marriott Hotel has 5 Food and Beverage outlets excluding All are known for
their cuisine and to tend to express their best in services. The manager Mr. Tapan
was highly supportive. The executive manager Mr. Dinesh Singh always shared his
knowledge and appreciated my work. He made sure to make me a part of every
outlet in many possible ways.

F & B Outlets

 Okra
International

Indulge in a classic & sophisticated all-day dining experience at our award-winning

restaurant, Okra. Renowned for its impeccable food & service, Okra features a
menu of diverse Indian specialties & exquisite global delicacies to choose from.

Everyday

6:30 AM-11:00 PM
Saffron
Indian

A vibrant restaurant that reflects the charm of Jaipur, Saffron takes guests
through flavors of North Indian and traditional Rajasthani cuisines. Featuring a
dramatic live kitchen, Saffron has a variety of contemporary regional delights and
is known .

Everyday

7:00 PM-11:30 PM

 Jaipur Baking Company

From delicate cakes to enjoy at tea time to lavish breakfast favorites, our
exquisite patisserie-deli boasts an array of exotic freshly baked homemade
goodies & festive treats from all around the world.
Everyday

11:00 AM-9:00
Lounge 18
International

For an intimate and elevated experience of comfort and elegance, Lounge 18 is a

resplendent lounge that makes the perfect night out. Enjoy an evening of
premium international spirits & wines with creative cocktails & palatable
delicacies.

Everyday

3:00 PM-11:30 PM

Marriott Bonvoy on Wheels by Jaipur Marriott Hotel

Multiple cuisines

Relish the flavors from an extensive selection of Jaipur Marriott Hotel’s signature
cuisines, thoughtful prepared at our renowned restaurants. To enjoy delectable
food from the comfort of your own home.
Everyday

10:00 AM-10:00 PM

BANQUET HALLS and MEETING ROOMS

1. Ruby Ballroom
2. Sapphire Ballroom
3. Amber
4. Coral
5. Citron
6. Quartz
7. Diamond 1,2,3
Hierarchy of Food and Beverages
 Duties and Responsibilities

Defined duties and responsibilities for every profile in the industry helps people to
understand their role and provides clarity about the aims and expectations of the
industry and how to reach them. It is important to run the industry properly and
systematically as each person can’t do everything. It also helps in the growth of
the industry.

Duties and Responsibilities of Various F & B staffs are as under:

Restaurant Manager

Reports To: Food and Beverage Manager

General Manager

Job Summary: To recommend and meet budgets and goals by leading a service “I”
with personalized guest attention.

Duties and Responsibilities

Job Summary: To recommend and meet budgets and goals by leading a service “I”
with personalized guest attention.

 Recommend and monitor a budget and plan for the year.

 Lead, train and motivate a service team.
 Conduct daily briefings ensuring two-way communication, training and
policy information Check mise-en-scène and mise-en-place done by the
team.
 Control expenses of the restaurant.
 Develop innovative ways to create sales of the restaurant by up-selling
menu items, food promotion merchandising, etc.
 Meet and greet guests and develop a personal guest database to ensure
continued patronage.
 Schedule staff rotations and duties and organize extra hands when
required.
 Ensure the safety and hygiene of the restaurant.
 Maintain discipline and conduct staff appraisals
 Coordinate with the chef for menu offers and operational coordination.
 Coordinate with other departments for the smooth supply of operational
supplies.
 Responsible for proper billing and cash recovery for services rendered.
 Resolve guest and staff complaints and grievances Represent the restaurant
in Food and Beverage meetings.
 Conduct periodic competition analysis
 Coordinates with

Kitchen: on food preparation matters.

Kitchen Stewarding: for the supply of clean service-ware.
Housekeeping: for cleanliness and supply of linen and flowers.
Accounts: for budgets and depositing daily sales.
Engineering: on matters of maintenance and safety.
Security: on matters of security and safety.
Marketing: on matters of sales and promotions.
Stores: for the supply of alcoholic beverages, operational supplies.

 Supervises:- Senior captain, captain, hostess, Servers, and apprentices.

Senior Captain (Restaurant Supervisor)

Reports To: Restaurant Manager

Food and Beverage Manager

Job Summary: To organize, supervise and train all service personnel in the
restaurant with a view to providing quick and personalized food and beverage
service to guests.

Duties and Responsibilities

 Deputize in the absence of the Restaurant Manager and ensure the smooth
functioning of the restaurant.
 Schedule weekly/fortnightly staff duty shifts with the approval of the
Restaurant Manager ensuring that work exigencies are met and the staff is
rotated fairly.
 Allot daily duties to subordinate staff to meet work exigencies ensuring
equity of work.
 Conduct daily briefing using it as a vehicle for two-way communication,
training and corrective action.
 Attend to guest complaints and ensure guest satisfaction through
immediate action.
 Inspect the mise-en-scene and mise-en-place to ensure the smooth flow
of operations.
 Ensure the maintenance and aesthetic upkeep of the restaurant in
close coordination with engineering and housekeeping.
 Organize the training of staff for meeting the standards of service.
 Develop restaurant sales through upselling, guest contacts and
ensuring good service.
 Ensure that the restaurant is free from work hazards.
 Supervise food service with a view to ensuring speed, quality of service
and personalization. Appraise staff performance and recommend rewards
to the restaurant Control costs by applying food control principles.
 Serve wines and beverages according to international practice.
  Motivate staff through fair leadership.
 Prepare flambe items, if applicable to the restaurant, with
showmanship and authenticity.
 Maintain and control the par stocks of cutlery, crockery, linen, supplies,
and equipment.
 Assist the accounts department in stocktaking.
 Hand over lost and found properties to the Housekeeping as per rules.
 Supervises: Restaurant Captains, Hostess, Servers and Apprentices.

Senior Captain (Restaurant Supervisor)

Reports To:- Senior Captain

Restaurant Manager

Job Summary:- To organize and supervise an assigned restaurant station with a

view to providing fast and efficient food and beverage service.

Duties and Responsibilities

 Train and supervise restaurant servers to give high standards of service in

terms of time, quality and personalization.
 Supervises the mise-en-place of the assigned station to ensure a smooth
service during operation.
 Inspect table layouts in the station ensuring that they meet the
standards set.
 Check and ensure the serviceability of equipment and furniture.
 Sell food and beverage so as to meet restaurant budgets.
 Take food and beverage orders correctly.
 Give wine service according to international practices.
 Prepare flambe items, if offered by the restaurant, with showmanship
and authenticity in preparation Control the inventory of cutlery and
service equipment allotted to the station.
 Assign duties ensuring equity of work.
  Ensure that staff meets hygiene and discipline standards.
 Ensure that the station is free from dust.

Steward (Waiter)

Reports to: Captain

Senior Captain

Job Summary: To provide quick and personalized food and beverage service to
guests at allotted tables as per standards service laid down and according to guest
satisfaction.

Duties and Responsibilities

 Attend briefings prior to the restaurant opening, well-groomed and

equipped with the basic aids of operations such as bottle openers, pens,
pads, and matches.
 Learn the du jour items, not-available items, menu preparations, and their
presentation.
 Complete mise en scène and mise-en-place before the restaurant opens.
 Check all the equipment and furniture at the station for their serviceability
and maintenance requirements.
 Clean and polish allotted silverware, cutlery, glassware, and chinaware.
 Stock the sideboard with proprietary sauces, jams, salt and pepper shakers,
butter dishes, linen, and other service ware.
 Lay table covers as per standards set.
 Fold napkins as per prescribed attractive styles.
 Requisition fresh linen and flowers from housekeeping.
 Air the restaurant and ensure that the station is clean.
 Receive, greet, and seat guests.
 Present wine-lists and menu cards and take orders.
 Serve food and beverage by the standards of the restaurant.
 Upsell food and beverages.
  Present the bills and receive payment correctly.
 Supervises:- Assistant Waiters, Busboys and Trainees

Restaurant Hostess

Reports To: Senior Captain

Restaurant Manager

Job Summary: To receive and record table reservations requested for the
restaurant. To extend warm and courteous welcome and hospitality to guests
visiting the restaurant and allot them a table.

Duties and Responsibilities

 Collect the restaurant reservation register from the overnight caretaker

and mail from Food and Beverage Office.
 Receive and post table reservations in the register ensuring equity of load
between stations.
 Clean and arrange the hostess desk and menus cards.
 Attend briefings before the restaurant opening.
 Attend to all telephone calls of the restaurant in the shift.
 Receive guests and lead them to their reserved tables.
 Handout Wine Lists/Menu Cards to the guests.
 Take orders from guests if required.
 Provide guests with hotel information.
 Go to the guest and enquire whether the food and service are up to their
satisfaction. Handle any complaints Wish greetings to every guest when
leaving and invite them to come again.
 Record the names of guests in the daily cover register.
 Page guests if phone calls or messages come for them.
 Maintain guest history.
Wine Butler (Sommelier)

Reports To: Senior Captain

Restaurant Manager

Job Summary: To present and serve wine and spirits to guests as per the
standards of the establishment.

Duties and Responsibilities

 Requisition of the wines and spirits from the bar.

 Display wines and spirits on the trolley.
 Stock the trolley with the accessories.
 Present trolley to the seated guests and upsell the wines and Prepare and
serve ordered beverages as per international.
 Replenish orders and remember guest preferences.
 Raise Order Tickets for the cashier.
 Types of food and beverage service outlets

Food and beverage outlets are the places where food and beverages are sold and
served to customers. Which may or may not too attached to a hotel.

There are different types of F&b outlets that have evolved to meet the dynamic
demands of consumers. the lifestyle of people is continuously changing and so
their eating habits.

The F&b outlets must consider the menu, service hour, mode of service,
expenditure potential of the customer, the time the target.

The following are the 19 well-known types of food and beverage service outlets
examples and their special characteristics:

1. Bistro

It is a small type of F&b service outlet, a restaurant that serves simple,

moderately priced meals and wine. The menu consists of dishes that are simple
and easily prepared in bulk. Braised meat is a typical dish that is provided in a
bistro. It serves coffee as well.
Why is it called bistro?

The word “bistro” comes from the Russian word “bystro” which means quickly.

It originated among Russian troops who occupied Paris following the Napoleonic
Wars. In taverns, they would shout the Russian (býstro, “quickly”) to the
waiters, so that "bistro" took on the meaning of a place where food was served
quickly.

Origin of bistro

This food and service outlet likely developed out of the basement kitchens of
Parisian apartments where tenants paid for both room and board. Landlords
could supplement their income by opening their kitchens to the paying
public.

Menus were built around foods that were simple, could be prepared in quantity,
and would keep over time. Wine and coffee were also served.

Today, bistros are mostly still part of the hospitality industry. They are often
connected with hotels, bars, and pubs.

Menu

Cheaper, simplified menus or menus that are not tied to a specific cultural cuisine.
2. Brasserie (a Formal type of F&b outlet)

It is a formal restaurant, which serves drinks, single dishes, and other meals. one
can have just a drink or coffee. It extends professional service and presents
printed menus. The waiters are in the traditional uniform of a long apron and
waistcoat.

What defines a brasserie?

The term brasserie is French for "brewery", from Middle French brasser "to
brew", from Old French bracier, from Vulgar Latin braciare, of Celtic origin. Its first
usage in English was in 1864.

In France, Flanders, and the Francophone world, a brasserie is a type of French

restaurant with a relaxed setting,

Service

A brasserie can be expected to have professional service, printed menus, and,

traditionally, white linen—unlike a bistro which may have none of these.
Typically, a brasserie is open every day of the week and serves the same menu all
day. A good example of a brasserie dish is steak fries.
3. Coffee shop

What is a coffee shop?

It is a Food and beverage outlet that mainly serves snacks and beverages 24 hours
a day, however, it may serve all the three meals. Most star hotels have coffee
shops to cater to the need of customers at any time of the day.

This type of service is also termed as American service or pre-plated servive.

Origin of coffee shop

The most common English spelling, café, is the French, Portuguese, and Spanish
spelling, and was adopted by English-speaking countries in the late 19th century.

This coffee shop concept has come from the U.S.A. The service and the ambiance
of the coffee shop are informal.

Equipment

The furniture and service equipment is not very expensive. Tables may have mica,
stone, or glass top. Covers are laid on placemats.
The cover laid will be simple, with basic cutlery. it is normally located at ground
level, fed by the main kitchen and the still room.

Service

Most of the dishes ordered by the guests are neatly plated in the kitchen with
garnish and placed before the guests.

The main thrust is on 24-hour operation, quick service, and high seat turnover. In
hotels, It may be licensed to serve wines and spirits.

4. Specialty restaurant

The main thrust is on 24-hour operation, quick service, and high seat turnover. In
hotels, It may be licensed to serve wines and spirits.

What is meant by specialty restaurants?

 It serves specialty dishes which are its strength and contribute to the brand
image.
 The ambiance and décor of the restaurant reflect the theme of
the specialty restaurant.

Menu of specialty restaurant

It may specialize either in a particular type of food such as fish and chips, pasta,
or steaks, or in a particular type of cuisine, for example, Indian, Chinese, Italian,
and so on. The dishes of a particular region of a country or a particular set of
people are also termed as ethnic cuisine.

Ambiance

The uniform of the service staff will be according to the tradition of the region or
country. The fixtures, designs on the crockery and the menu card, music, and so
on, will also depict the region. Uniformed wait staff serves food according to the
tradition.
The seat turnover in this type of restaurant is low and the average revenue per
cover is more compared to a coffee shop.

5. Fine dining restaurant

What is the meaning of a fine dining restaurant?

This kind of restaurant primarily caters to the requirement of the affluent market
segment which wants to experience fine dining. The restaurants are typically higher
and fancier restaurants than any other restaurants of f&b such as a coffee shop,
bistro, fast food.

A fine dining restaurant has a formal atmosphere, is almost always a sit-down

restaurant, and has a fancier menu than most restaurants. Fine dining restaurants
offer wine lists, and sometimes sommeliers, to help you with your food and wine
pairing. They also have dress codes in most cases.

Menu

It may either offer dishes of one particular region or country or exotic dishes from
various cuisines, wines, spirits, and digestive.

Timing
It opens mostly during dinner time. However, It may also operate during luncheon
depending on the location.

Ambiance

The ambiance and décor of the restaurant will be elegant and rich.

Equipment

The furniture is made of teak wood with fine craftsmanship. All the tables will be
covered with good quality linen and napkins of contrasting colors or colors that
match the décor will be folded and kept.

The glassware chosen will be of fine lead crystal communicating to the guest the
beauty of the table set-up. The metal is chosen for cutlery will be either silver or
electroplated nickel silver (EPNS), which will be maintained well at all times.

Skills

The wait staff employed is skilled and has a sound knowledge of the dishes served.
The restaurant employs sommeliers to serve wines and other alcoholic beverages.

Revenue

The average revenue generated per cover is more compared to other restaurants
but at the same time, the seat turnover is very low while the labor cost and
overheads are on a higher side.

6. Fast food restaurant

This is also a type of food and beverage service outlet. The fast-food concept was
first introduced in the USA and has now become popular around the world. It is
characterized by the speed of service and the affordable price of the menu items.

Changes in eating habits, non-availability of time to wait at the table and eat. An
increase in the number of working women, advancement in food processing
technology, growth of the teenage market, and so on, have contributed to the
success of the fast-food operation.

It is located in a very busy area.

The features of fast food outlet are as follows

 Specialize in one particular product. for example, burgers, pizza, and so on.
 Variation in the menu is based on one specific product. for example king
burger, whole meat burger, diet burger, tikka burger, and so on.
 Products can be prepared quickly and kept for a short while without spoilage.
 It relies heavily on the availability of convenience products. convenience
products are processed foods, ready-to-eat food such as baked beans, olive,
heroin, sauces, and so on are some examples.
 Ensures good portion control as convenience products form the base and the
presentation is clearly displayed over the counter for the customer to know.
 Very bright and colorful interior of the outlet.

7. Rotisserie

What is Rotisserie?

Rotisserie, (also known as spit-roasting), is a style of roasting where meat is

skewered on a spit – a long solid rod used to hold food while it is being cooked over a
fire in a fireplace or over a campfire, or roasted in an oven. This method is generally
used for cooking large joints of meat or entire animals, such as pigs or turkeys.
This type of outlet specializes in grilled or roasted meat, poultry, and fish, which
are prepared in front of the guests. The griller is operated either by gas or by
electricity.

The guest can see the way their chosen cut is being cooked through a glass
portion. the cooked meat is served on the plate by the food service staff along
with salad, potatoes, and the accompanying sauce.

The decor of the restaurant may be moderate. wine and beer may also be served.

Some Rotisserie dishes

 Bourbon Rotisserie Pork Roast

 Take-Out Style Rotisserie Chicken
 Herb and Red Wine Rotisserie Leg of Lamb
 Marinated Rotisserie Roast Beef
 Peruvian Roasted Chicken
 More

8. Barbeque restaurant

This kind of F&B service outlet specializes in barbeque dishes, both vegetarian and
non-vegetarian delicacies. The marinated pieces of meat, poultry, fish, vegetables,
paneer, and so on, are inserted into skewers and cooked over live charcoal or
electric griller.

Frequent basting with marinades and oil is done during cooking, which fills the
area with aroma. It serves as an excellent tool for merchandising.

The aroma of barbeque dishes and the way they are prepared and presented
make people buy them.

Location

It is generally located near a swimming pool, rooftop, lawn, seaside, and so on,
and is open during evening hours.

Western and Indian delectable barbeque items may be available. some barbeque
restaurants serve beers.

9. Night club

It operates during the night and offers dinner, dance, and live entertainment.
cabarets or floor shows are the main attraction of the nightclub. couples can
dance on the dance floor to the music performed by live bands or to recorded
music. Guests are required to wear formal wear.
Night clubs levy an entry free. Dinner and wine are served at the table and guests
can have their meal while enjoying the show.

In India, some metro cities have nightclubs. However, in some states is not
permitted.

10. Discotheque

It operates during night hours. It provides a dance floor for guests to dance on.
special sound and lighting effect is created for an appropriate ambiance. Drinks,
especially beer, and snacks are made available during operations.

The service is very informal. It is patronized mostly by the youth and couples. The
dress code is not insisted upon. It is generally located in secluded places in hotels.

So as to avoid disturbance to other guests. The entry is limited to a certain

number of guests according to the floor/room capacity and an entry fee is levied.
11. Café

This is an F&b outlet of French origin, mainly serving coffee and snacks. The
French introduced café in the French colonies in India, but serve Indian snacks
such as vada, samosa, bonda, and so on along with coffee and pastries.

Many outlets in India, especially in the south, name their operations as a café
even now.

Dishes

These cafes serve Indian snacks and meals, sandwiches, burgers, pizzas, pastries,
and beverages.

The customers are served at the table following the American style which
increases the seat turnover, but the average revenue per cover is low due to the
lower pricing of dishes.

12. Cafeteria

The traditional cafeteria system consists of a straight line of counters containing a

variety of hot and cold dishes. The customers start at the end of a line, pick up a
tray, and move along the length of the counter as they select the dishes they
want to have.
The cashier who is seated at the end of the counter makes bills for items selected
and collected payment. This is not required if the meals are pre-paid. This form of
service is widely followed in institutions and industrial catering establishments.

In the modern 'free flow cafeteria' system the counters are segregated according
to the type of dishes offered- hot or cold, appetizers, soups, bread, sandwiches,
entrees, salads, pasta, and so on.

The customers can move at will to any of the service points to select dishes and
exit through the payment point.

The tables have basic accessories such as crusts, straw holders, napkin dispensers,
and water glasses.

Cafeterias are situated in railway stations, cinema halls, shopping complexes,

college premises, and office premises, and so on.

13. Food court

It refers to a number of independent food stalls. Each serving different items of

food. The customers ordered the food they want to have and consume them in a
common dining area.
The types of dishes offered represent local cuisine and dishes that are popular
globally. Food courts are found in big shopping complexes, entertainment
complexes, amusement parks, airports, and so on.

Where there is heavy traffic of customers. It is mostly self-service. The waiter may
assist in clearing the table and serving the water. Disposable items such as plates,
spoons, and forks are extensively used.

The revenue per cover is moderate and affordable by the common man

14. kiosk

A kiosk is a small permanent or temporary structure on a sidewalk from which

items such as coffee, tea, pastries, chocolate, favorites, and so on, may be sold.
The items bought may either be taken away or consumed at tables arranged
nearby. Most kiosks do not have seating provisions.
15. Drive-in

In drive-in outlets, customers drive in, park their vehicles at a parking lot and
remain seated in their vehicles. The waiters go to the customers with menu cards,
collect orders, and deliver the items on specially designed trays and the
customers remained parked while they eat.

The first drive-in restaurant was Kirby's Pig Stand, which opened in Dallas, Texas,
in 1921. In North America, drive-in facilities of all types have become less popular
since their heyday in the 1950s and 1960s, with drive-throughs rising to
prominence since the 1970s and 1980s.

The largest Drive-In still in operation is The Varsity of Atlanta, Georgia.

16. Oyster bar

It is a Type of F&b outlet that specializes in the serving of fresh oysters. The
oysters are opened or shelled behind the counter, within the sight of guests. The
counters are made of non-porous materials, usually, granite, which can be easily
cleaned.

17. Pub

This food and beverage service outlet mainly serve various kinds of beer,
especially draught beer, and snacks. Originally, they were owned by breweries to
sell their beers. In India, cities like Bangalore and Mumbai have some finest pubs.

18. Bar

This F&b outlet offers all kinds of spirits such as whiskey, gin, vodka, rum, brandy,
tequila, wines, and beers. Hotels and restaurants have a separate licensed area to
sell these alcoholic drinks. Snacks are also offered.
Hotels may also have an additional bar in the food service area/restaurant to
dispense wines, beers, and spirits during the service called a dispense bar.

19. carvery

This is also an F&b outlet it is also a food and beverage service outlet serving roast
meat and poultry, which are carved at the carving counter by a carver in the
presence of the guests. Accompanying sauces and vegetables are served with the
roast.

A survey also serves alcoholic beverages. Table d' hotel menu of four courses with
roast meat or poultry as the main course is offered.
 Standard and Operating Procedure

Banquet Beverage service and Order taking

SOP Number: 1

Time to Train: 45 Minutes

The same basic rules for serving beverages apply as for other F&B outlets, but
because of the larger numbers of guests, service needs to be quick and efficient.

Soft drinks will not be pre-poured in glasses more than 5 minutes before being
served. Draught beers will only be poured as required (no carafe).

Take Beverage Orders:

• The function host will have selected the beverages when booking the
function. The banquet event order (BEO) will list these details.

• If a guest asks for a beverage which is not listed on the BEO then know
whether there is a extra charge and tell the guest what the charge is.

• Tell Guests which beverages are available.

• Ask if guests would like to order beverages.

• Write down the orders on the guest check according to how guests are seated.

• It is a good practice to assign a number to each chair at a table. (E.g.: Chair

No1 is the one closest to the door or other land marking the room)

• Take orders from women first, then men.

• Continue to take orders clockwise around the table.

• Use standard drink abbreviations.

• Listen Carefully to each order.

• Repeat the order and any special requests.

• Find out guest preferences for service, such as “on the rocks” or straight up”
etc.

• Verify the ID’s of the guest who order alcohol and they look under age.
(If required by your local authority).

Place Beverage on the cord-lined tray.

• Line the tray with a clean linen napkin to improve the look of the tray and to
absorb spills and moisture.

• Center glasses so the tray is well-balanced. Put heavy or tall glasses in the
center of the tray.

• Place a stack of beverage napkins on the tray.

Server Beverages:

• Server each beverage from the guest’s right with your right hand.

• Place a beverage napkin on the table in front of each guest.

• If the beverage napkins at the hotel are having a logo, then place the napkins
so that the logo faces the guest.

• Follow the guest check to serve the correct beverage to each guest. Do Not
ask who orders which drink.

• If pouring a beverage from a pitcher or bottle, pour into the glass or cup
without picking it up.

• When pouring, use a folded linen napkin as a splash guard to protect guest.

Tips for cocktails / receptions, the following guidelines must be followed:

• From the moment guests start arriving, a minimum of 2 waiters will be
stationed at the entrance to the room with a selection of drinks on a
tray

• No drinks will be placed on any service station in the function room (i.e., no self
service)

• Each waitress/waiter will have on her/his tray a set of cocktail napkins which
are nicely presented

• Elegant, simple tray decoration is recommended to enhance the attractiveness.

For dinner, the following guidelines must be followed:

• No pre-poured drinks will be placed on the service stations. Guest will be

served directly by the bar

• Carafes of ice water are allowed on the service station.

• If wine is served, white wine must be kept in a wine cooler. Only one bottle
per service station is allowed.

Bill preparation and settlement in banquets

SOP Number: 2

Time to Train: 40 Min

• After the function, the bill is made up according to the information on

the Banquet Event Order.

• If any changes or extra orders were requested by the guest, they will be
added to the total amount (as extra charges).

• The banquet bill will be prepared on the F & B POS (point of sale)
terminal system and closed.

• In case the Point-of-sale machine is not allocated for the banquet

departmentthen this activity has to be done from other outlets.
• If the Banquet Event Order states that the guest will pay after the
function, Then the Banquet Manager shall accompany the guest to settle
the bill.

Guest might settle the banquet bill by any of the below accepted method of
payment as per the hotels policy:

• Cash.

• Credit Card.

• Personal / Company cheque.

• Coupons / Vouchers.

• In- House Settlements.

Note: View all types of Guest Billing and checks settlement.

• A copy of the F&B POS terminal system bill will be attached for the guest’s
reference.

• If the Banquet Event order states that the bill will be sent to the guest, it shall
transfer the banquet bill to the city ledger account or the appropriate PM
(Payment Master) folio on the Front office software.

• If the bill is supposed to be send to the company or paid by the guest later
(bill or hold) then the banquet manager should get the signature of the guest
on copies of the bill.

• At the end of the day, the Assistant Banquet Manager / Banquet Manager
will make a report of all closed checks and will attach the relevant bills (2
copies if paid, 3 copies if transferred to the city ledger account).

• How to Handle Service Tray in Restaurant | Coffee shop?

How to Handle Service Tray in Restaurant /Coffee shop?

SOP Number:3

Time to Train: 30 Min

1. Selecting the Service Tray:

1. All trays must be clean and tidy, free from chips.

2. Required items for preparing the tray are 1) Service tray 2) A clean tray cloth.

3. Check that the tray is clean and dry.

4. Check that the tray is well polished.

5. Check that the tray cloth is clean and free of stains, tears or holes.

2. Holding the Service Tray:

1. Small service tray should be carried with one hand.

2. The big tray must be carried with two hands.

3. Place the left hand under the center of the tray with fingers spending
out comfortably.

4. Heavy, high and hot items must be closed to your body.

5. Pick up the tray in your left hand, ensuring your palm is in the center to keep
the tray well balanced.

6. Your left arm needs to be at a 90-degree angle to your body. Elbow to be kept
close to the side.

3. Positioning glasses on the tray:

1. The glasses need to be evenly balanced.

2. The tallest glasses are positioned closest to your body for safety.
3. Make sure the glasses cover no more than 80% of the tray.

4. Make sure the glasses are not touching each other on the tray.

5. Make sure there are no glasses to lay on the rim of the tray cloth.

4. Moving with the Service Tray:

1. Walk confidently and carefully.

2. Eyes always looking forward.

3. Demonstrate good posture.

4. The tray is kept on the level at all times.

5. Always keep balance and not overloaded when carrying a tray.

6. Don’t walk too fast or rushing in the restaurant.

7. Heavy, high items and hot items must be close to the body of service staff.

8. Empty trays must be carried flat, in the service position.

9. Place the left hand under the centre of the tray with fingers spreading
out comfortably.

10. Palm and underarm should be right below the heaviest part of the tray
after the dishes or drinks or service items are put on.

11. Carefully use both hands when carrying rectangular bussing tray (If
applicable).

12. Heavy items must be moved closer to the body to avoid falling over and
to provide extra stability.

13. Tray mat or tray liner, if required, must be designed to fit the tray, clean, free
of holes and non-slip.

14. Tray and mat/liner should be washed and sanitized after shift and stored
properly.
15. Never leave a service tray on the guest table while providing service.

16. Avoid un-balanced stacking on the service tray to ensure the safety of
the glasses or plates.

5. Other Points to note while handling trays:

1. Don’t use the tray cloth for any cleaning to avoid additional washing.

2. Give colleagues coming from the right priority.

3. Never overload or stack up too high equipment.

4. Don’t walk too fast.

5. Use tray mat or liner if require.

6. Avoid unbalanced stacking on the service tray.

7. Never overload or stack up equipment too high

8. Large or heavy trays must be carried with two hands

9. Small service trays can be carried with one hand in the center of the base,
freeing one hand for service.

10. Fold the tray cloth in an original way.

11. Once you have served, pick up empty glasses from other tables and /or take
new orders.

12. Take cleaning cloth/ clean ashtray with you.

How To Setup Restaurant Table - Laying Silverware and Plates

SOP Number: 4

Time to Train: 30 Min

Purpose of this SOP: -

A neatly set table and laid out silverware and plates are the signature of a good
restaurant and reflect the standard of quality of the establishment. Guest’s first
impression of the table is important in setting the tone for a great and pleasing
dining experience. Make sure you have the required items for laying the
silverware and plates.

1. Preparation for laying Silverware and plates:

1. Get a rack of clean silverware and plates from your side station or the
dish room.

2. Some of the silver, EPNS (Electro Plated Nickle Silver), Stainless steel S.S
items and plates used are given below.

3. Big forks and knives.

4. Small forks and knives.

5. Big spoons.

6. Small spoons.

7. Side plates (bread plate).

8. Soup Spoons.

9. Dessert Spoons and Forks.

10. Bread Plates.

11. Butter Plates.

12. Meal Plates.

13. All clean silverware and plates should be free from stains and well-polished.
14. Make sure you know the menu and the required silverware for setting
each course.

15. Always carry plate ready with a clean, folded napkin.

16. Never transport silverware with your bare hands.

17. Return spotted or soiled items to the dish room.

2. Laying Silverware

Key Points to note while laying silverware:

1. Use a linen napkin to place silverware and plates on the table.

2. Only touch the silverware by the handle.

3. If no base plates are used for the meal, leave a 12-inch space directly in front
of each seat.

4. Place forks to the left of the base plate or space.

5. Place knives to the right of the base plate or space with the cutting edge of the
knife toward the plate or space.

6. Place spoons to the right of the knives.

7. Leave small spaces between pieces of silverware.

8. Line up all silverware handles about two inches from the table edge.

9. Knives and forks must form an exact line with the opposite knives and forks.

Place Silverware for the main course:

• Put the big knife on the right side of the cover plate, at about 1 cm parallel to it,
cutting edge inside (facing left), the handle should be at 2cm from the edge of the
table.

• Put the big fork on the left side of the plate, handle at 2cm from the edge of the
table.
Place Silverware for starters (appetizers):

• Put small knife next to the big knife, handles are at the same level, the
cutting side facing left.

• If there is soup in the menu, place a spoon in between the knives, handles
are all aligned on the same level.

• Use small soup spoon if the soup is served in cups, and big spoon if the soup
is served in dishes.

• Put small fork left to the big fork, push slightly up so that the tines of the small
fork are approx. 3cm higher than those of the big fork.

• Put bread plate left to the small fork.

• The center of the plate must be aligned with the starting point of the tines
of the big fork.

• Put a small knife on the right-hand edge of the bread plate, parallel to the small
fork, cutting side facing left.

Place Silverware for dessert:

• Put a small fork in horizontal position ca 2cm above the cover plate,
handle facing to the left, tines to the right.

• Put a small spoon in the horizontal position above the small fork, handle facing
to the right.

3. Placing Plates on the table:

Key Points to note before placing plates on the table:

1. Get a rack of clean plates from your side station or the dish room.

2. In the fine dining restaurants, the base plates enhance the appearance of
the table and act as an underline for cocktails and starter course.
3. Place the plate rack on to the tray jack.

4. Only use a dish dolly or cart when the restaurant is closed.

5. Check each base plate to be sure it is clean and free or any spots, chips
and cracks.

6. Return any soiled or spotted plates to the dish room.

7. Any chipped or cracked plated to be reported to the supervisor.

Placing base plates on the guest table:

• Place the base place directly in front of the guest chair.

• Base plate should be around two inches from the edge of the table.

• If the plate has a logo on it then place the plate in such a way that the guest
can read the logo.

Placing bread and butter plates:

• Check each butter plate to be sure it is clean and free of chips or cracks.

• Return soiled plates to the dish room.

• Remove away chipped or cracked plates and report the same to the supervisors.

• Place bread and butter plates to the left or above the forks at each
place setting.

• Return the empty rack to the dish room.

 3. Checking your work:

• All silverware must be laid perfectly straight, parallel and must form a straight
line with the opposite cutlery.

• Don’t throw silverware into the garbage nor take it to your room.

• Make sure all silverware is in an impeccable condition.

• Make sure you put each piece of silverware in the correct position.

• Return empty dish rack, carts etc to the dish room.

Mise En Place in Lounge / BAR

SOP Number: 5

Time to Train: 25 Min

Service staff:

• Prepare the mise-en-place for chinaware as trained.

• Pick up the washed chinaware from the shelves located at the dish-washing
area and deliver them to the polishing area.

• Prepare hot water in a stainless steel pot, and polish every item, using
a chinaware towel.

• Deliver the polished chinaware to the service station using

trays. Glassware:

• Pick up the washed glassware from the shelves located at the dish washing
area, deliver them to the polishing area by using glass racks.
• Prepare hot water in a stainless-steel pot, steam the glasses in/over hot
water and polish them using glass towels.

• Check the glasses for chips, scratches, lipstick marks, etc.

• Hold the glass by the stem or base with a polishing towel after it has
been polished.

• Deliver the polished gasses to the service station using the appropriate

trays. For flatware polishing, i.e., forks, knives, spoons, etc.:

• Pick up the washed flatware from the dish-washing area, and deliver the items
to the polishing area using trays or racks

• Prepare hot water in a stainless-steel pot, put the flatware into the hot
water before polishing and polish using a silverware towel

• Check the flatware for any damage, bends or scratches.

• Hold with a cleaning towel after polishing, and deliver to the service
station suing the appropriate trays.

• Make sure all flatware is stacked neatly in the assigned service station drawers.

Condiments and sauce bottle:

• Collect all the Sauce bottles and transfer the contents from bottle to bottle
until full but do not mix brands.

• Wipe the top with a wet cloth and the entire bottle if dirty.

• Prepare hot water in a stainless-steel pot, put all the sauce bottle caps into
hot water for about 10 minutes. Take out the caps and wipe them with a clean
wet cloth and polish them with a dry towel.

• Deliver the bottles to the service station after

cleaning. Salt and pepper set (cruet set):

• Collect all salt and pepper containers in one place, remove the caps and
clean the exterior of the containers.

• Refill with new salt or pepper until 90 % full. No salt or pepper containers
shall have less than half of its capacity.

• Wipe and polish the tops and caps (check that holes are clear on the caps),
and deliver them to the service station after cleaning.

Napkin folding:

• Pick up fresh napkins from the linen room during the authorized hours, twice
a day.

• Fold the napkins in a designated shape according to the Manager’s or

Supervisor’s instructions.

• Deliver to the service station after folding.

Fill up the service station and bring the following items according to the
established par stock :

1. Water pitchers

2. Sugar bowls

3. Sauce bottles

4. Table clothes

5. Matches

6. Flatware

7. Toothpick holders

8. Salt and pepper sets

9. Ashtrays

10. Coffee cups

11. Service trays

12. Water goblets

13. Fill up the ice container.

Equipment cleaning in BAR

SOP NUMBER: 6

Time to Train: 30 Min

Wipe the table top and the chairs:

• Use a damp rag to wipe the surface of the tables one by one.

• Sweep the Bread crumbs out from under the chairs and tables.

• Never user linen napkins for cleaning.

Silverware polishing:

• Pick up the washed silver from the dish-washing area and deliver it to the
polishing area.

• Prepare hot water in stainless steel pot, put the silverware into the hot
water before polishing.

• Polish by using an adequate silverware cleaning cloth.

• Check the silverware for any damage.

• Make sure all the silverware is stocked in good order.

Glassware polishing:

• Pick up the washed glassware from the shelves located at the dish washing area.

• Deliver them to the polishing area by using glass racks.

• Prepare hot water in a stainless-steel pot, steam the glasses in/over hot
water and polish them using glass towels.

• Check the glasses for chips, marks, etc.

• Hold the glass by the stem or base with a clean towel when handling
after polishing.

• Deliver the polished glasses to the service station using the appropriate

trays. Condiments and sauces cleaning:

• Collect all the Sauce bottles, line them up on the table and top up bottles
where necessary until full but do not mix brands.

• Wipe the top with a wet cloth and the entire bottle if dirty.

• Prepare hot water in a stainless-steel pot, put all the sauce bottle caps into
hot water for about 10 minutes.

• Take out the caps and wipe them with a clean wet cloth and polish them with
a dry towel.

• Deliver the bottles to the service station after cleaning.

Salt and pepper set weekly checking:

• Collect all the salt and pepper sets in a large container (stainless steel tray or
bowl).

• Dry any damp salt by placing the container near heat in the kitchen
(ask permission from the cooks).
• Prepare hot water in a stainless-steel pot, put all emptied shakers into the
hot water.

• Take them out after 10 minutes, wipe and polish them with a clean towel.

• Refill the bottles with salt and pepper, and deliver them to the
preparation service station after cleaning.

Salt and pepper set daily checking:

• Collect all salt and pepper containers in one place remove the caps and
clean the exterior of the containers.

• Refill with new salt or pepper until 90 % full. No salt or pepper containers
shall have less than half of its capacity.

• Wipe and polish the tops and caps (check that holes are clear on the caps), and
deliver them to the service station after cleaning.

Peanut bowls:

• Collect all the peanuts bowls in one place. Remove the peanuts and clean
the bowls.

• Place the clean bowls to the appropriate place after refilling with

peanuts. Candle holders:

• Collect all candleholders in one place. Remove the remaining candles and wax.

• Clean the candleholder as appropriate to their constituent material(s)

as trained.

• Return them to the appropriate place after cleaning.

Menu cover and insert:

• Check and clean the menus daily before the outlet opens.

• Destroy menus that are worn, crimpled or stained upon the Outlet manager’s
approval.

Tray / Trolley / Cart removal in Room Service / IRD

SOP Number:7

Time to Train: 60 Minutes

• The guest informs the order taker of a clearance request.

• Before you leave a service tray or room service cart, Know where the
guestroom is located and also know the best way to get to the guestroom.

• Use stairwells, service elevators, and halls to speed delivery time.

• Avoid public elevators, lobbies, function areas and restaurant entrances.

• Trays and carts in guestrooms and corridors are hazards; A guest could trip
over these items.

• The order taker notes down the room number on the pad and passes it to the
Supervisor concerned who shall inform the staff member in charge, or any other
IN ROOM DINING staff available.

• The staff member shall proceed to the room immediately to perform

the removal

• At all times, the “DO Not Disturb” card must be strictly respected and
recorded when displayed.

• The room maid/boy informs the In room Dining Department upon the guest’s
request for making up the room.
• The staff member shall proceed to the room immediately to perform the
removal.

Entering the guest room:

• Knock firmly three times with your knuckles and announce “Room Service /
In Room Dining”.

• Do not use a key or any other hard object to knock the door.

• If no one answers then knock and announce again. The guest may be in
the shower or the bathroom.

• If the guest still does not answer, check the room number is correct. If the
room number is correct then call the room service / IRD supervisor and inform
about the situation.

• When the guest opens the door greet the guest by name. And let the guest
know that you are there to pick up the tray/trolley/cart.

Retrieve a room service Tray:

• Place service ware, glasses, used linens and trash on the tray.

• Bend at the knees to pick up the tray. Pull the tray with one hand into the
palm of the other hand.

• Balance the tray on your palm or Fingertip’s at shoulder height.

• Use your free hand to steady the tray as you stand.

Retrieve a Room service Cart / Trolley:

• The IN ROOM DINING staff member shall clear the trolley from the guest’s
room.
• He shall adjust the stacked soiled plates, silverware and glassware in order
to avoid any breakage, as trained.

• Fold the trolley wing, lay down all the empty beverage bottles and cover
all soiled dishes with the table cloth

• Before leaving the room, he shall double-check with the equipment control slip
that no item is missing.

• If any equipment is missing, he shall inform the Supervisor concerned

immediately who shall record the item reference in the equipment control sheet
with the date, time and room number in order to further action to be taken
appropriately as set by the Director of Food & Beverage

• The Supervisor concerned checks the equipment control slip.

• The equipment control slip shall be inserted under the tray/trolley cloth.

The guest leaves the tray outside the door:

• Soiled dishes and equipment in corridors are unsightly and indicate a poorly
run room service department.

• Should the tray be cleared by the guest and left outside the room (guest floor
corridor) and equipment is missing, the room boy and/or IN ROOM DINING
waiter shall inform the Supervisor concerned immediately.

• This missing item shall be record in the equipment control sheet with the date,
time and room number in order for further action to be taken appropriately as set
by the Director of Food & Beverage.

Master control sheet:

• The Supervisor checks the master control sheet recording for monitoring all
the serving times.
• For breakfast service, if the guest does not call for clearing, the removal is to
be performed systematically 45 minutes after the serving time.

• For lunch and dinner services, the removal is to be performed

systematically one hour after the serving time.

Tips and Gratuities distribution in Hotels.

SOP Number: 8

Time to Train: 30 Minutes

Purpose:

Tips distribution is to be done every month / bi-weekly by the Captain

accompanied by any of non-Management Team Member to attest and witness
the counting of tips.

This procedure is a supplement of the Human Resources department general tips

policy and must be followed and adhered to by all concerned Team Members of
the hotel.

1) Collecting and recording of Tips from outlets:

• Collect the tip box from each outlet Eg. Coffee Shop, IRD, Specialty restaurant
etc.

• Record the total amount of tips received on to the register.

• Tips are counted every 15th and end of the month.

• Count the tips in the pantry or back office .

• If there is any foreign currency or chips on the Tips box then change them
in exchange for cash.

• When Team Member exchanges Foreign currency or tokens into cash at

the Team Member’s Bank, the below information is required in the bank
record:

1. Name and ID number of the Team Member receiving the tips

2. Date/ Time

3. Amount of chips being cashed

4. Team Member’s signature

5. Bank Cashier’s signature

• Captain must be assisted by one (1) Non- Management Team Member when
counting the tips.

• No cash are to be taken out of the property without the approval of the
Department Head.

• Both the Team Member receiving the tips and Manager will sign in the logbook
acknowledging receipt.

2) Captain/Assistant Manager prepares the monthly Tips Distribution Sheet.

3) Distribute the tips to all concerned Team Members.

• Choose a quiet period (when restaurants are not busy) to distribute the tips.

• Normally 25% of the tips is shared with the kitchen staff and rest with F&B staff.

• The tips will be shared equally by all full time employees

• Management is ineligible to accept tips.

• Show the Tips Distribution Record to all Team Members.

4) Ask the staff to sign the Tips Distribution Sheet after receiving their share.

• Staff should double check the tips received before signing.

• Tips distribution must be witnessed by the Supervisor and/or Duty Manager

and a Team Member.

Order taking tips in Room Service / In Room Dining

SOP Number: 9

Time to Train: 45 Minutes

Greet Callers Warmly:

• The telephone must be answered within the three (3) first rings.

• Identify your department and introduce yourself by name.

• Announce: “Good morning / Good afternoon / Good evening In Room Dining,

(according to the time of the day), this is (name of the order taker), may I assist
you Mr./Mrs./Miss” followed by the name of the guest according to the data
digitally displayed by the phone system (if available).

• Use good telephone etiquette.

Ask the guest for their names and Room number:

• Even if your digital telephone system displays the guest’s name and
room number, confirm that you are talking to the registered guest.

• Write down the order clearly in the order book and note the time of call and the
room number.

Check the billing instructions of the guest:

• Do a room enquiry on the POS ( Point of Sale) machine and check the
billing instructions entered for this guest by the front office team.

• If the guest is on Cash Only list, then politely explain that the guest will have to
pay for order when it is delivered.

• If the guest is not on cash list then take the order without discussing the
method of payment.
Use Suggestive selling:

• Always update your knowledge of the hotel’s activities & promotions,

both current and upcoming

• Study the menu thoroughly: you must learn and remember the contents
by heart

• Double-check with the kitchen what the daily specials are.

• Check which accompaniments are available and appropriate?

• If the guest seems hesitant or needs suggestions, try to find out what type
of food she/he likes, e.g., beef, pork, poultry or seafood

• If the guest announces only main dishes, try to suggest a starter and ask: “May I
suggest our special avocado cocktail as your starter, Madam/Sir?” and/or “Would
you care for any wine to go with your meal?” (the possible combinations for any
eventual suggestion are to be provided by the Executive Sous Chef)

• Suggest the most popular and profitable dishes, according to the /menu
Engineering Report.

Take Orders:

• Pay attention to orders, and know the menu thoroughly.

• Ask questions to find out the guest’s choice or preferences for service, such as
how he or she would like an item cooked or prepared ( eg: medium rare, “on the
rocks etc)

• Ask the guest for his or her choice of salad dressings and for any special
requests such as fat-free preparation. Etc.

• Write down all information’s clearly. Highlight special requests.

• Ask how many guests will be eating and note down the number on the guest
check. As this will help the waiter to set the tray/ cart with the appropriate
numbers of cutleries and crockeries.
Time control system:

• A time control system takes place as soon as the telephone order has been
taken.

• Approximate delivery time is given to the guest according to this time

evaluation system established by the Outlet Manager and the Executive
Chef.

• A timer is set for the given amount of time. If the order has not been sent up by
this time, a call must be placed to the guest to apologies and re-evaluate the
delivery time. Similar follow-ups must be systematically performed.

Reconfirm the order:

• Politely read the order back to guests and repeat all details.

• Tell guests the approximately how much time it will take to deliver the order.

• Thanks, the guest and only disconnect the line after the guest had hanged
up thephone on the other side.

Serving the In Room Dining / Room Service Order

SOP Number: 10

Time to Train: 30 Minutes

1. Setup the order in the guestroom:

• Offer to place the order on the table, desk, or credenza whichever the guest
prefers.

• If using a room service car, fold out the wings of the cart and spread out the
table cloth neatly.

• Lay the napery correctly, face down.

• Place the milk jug on the side of the table.

2. Place the flower vase, the salt & pepper set and the sugar bowl as follows :

• On the side of the table.

• In a straight line on the vacant side of the table.

3. Place the bread plate, the cloth napkin and the butter knife:

• Place the bread plate on the left side of the table fork.

• The napkin shall be placed between the table knife and the fork with the
open side facing up.

• The butter knife on the right side of the bread plate.

• Place the fork on the left edge of the napkin and allow 2 cm from the table
edge.

• Place the table knife on the right side of the napkin, and allow 2 cm from
the table edge. The logo shall be facing upwards.

• Place the cup on the saucer, with the saucer covering the right upper top of the
table knife.

• Place the teaspoon on the saucer underneath the handle of the cup. The
handle shall be pointing straight down towards the guest.

• Place the jam stand in the center of the table.

• Place the basket with the selection of rolls in the middle of the table.

• Place the glass of juice next to the coffee cup.

• If any other food or beverage item is to be served, e.g., yogurt, cereals, etc., the
tray/trolley layout shall be adapted to create an attractive outlook.
4. Serve Food:

• Remove the hot food from the hot box or service tray and place it on the table.

• Place entrée plate so that the main items are closest to the guest.

• Place side dishes to the left of the entrée plate.

• Remove the foil or plate covers from the hot foods.

• Place condiments within the guest’s reach, but out of his or her way.

5. Serve Beverages:

• Place beverages, beverage napkins, glasses, mugs, cups, and saucers to the right
of the entrée plate.

• Bottles or cans are opened only in the room.

• White wine and champagne are served in a wine cooler.

• Glasses are filled up to half capacity maximum with ice cubes.

• Glasses are covered with the appropriate covers.

6. Ask the guest would like you to bring or do anything else at this time.

7. Ask the guest to call the In Room dining department for any further
assistance and service or when the guest is ready for the tray or trolley / cart
clearance.

8. Thank the guest for the room service order.

 Forms and Format

1. Pool side and Beach area Beverage Service Standards

 Servers actively circulated routinely throughout pool and beach areas.

 Servers promoted beverages by making consistent offers and
recommendations to guests.
 All Special requests were met with an everything is possible attitude.
 Beverage served was consistent in taste and appearance.
 Beverage served at appropriate temperatures.
 Beverage garnishes fresh and consistent.
 Beverage tasted appealing.
 Beverages served in plastic-ware only near pool and beach side.
 Check or bills neatly presented in 3 minutes in a clean folder with a
hotel/restaurant pen.
 Check or bills were accurately totaled, properly itemized, no missing
items.
 Payment was collected and processed within 5 minutes.
 Server returned with change or charge slip within 3 minutes.
 If available, guest name was used.
 Server was the last one to speak (kind comment, invitation to return,
etc.) and guest was thanked.
 Staff did not congregate or engage in personal conversation with other
staff, no horseplay.
 Servers were always well groomed, uniformed, name tag was present.
 Staff did not eat, drink, smoke or chew gum.
 The speed of service adapted to the environment and the needs of the
guest.
2. Hotel Staff Duty Roster / Duty Chart Sample Format

A work shift or duty Chart shows the allotment of jobs, hours of duty, and days
offfor each member of the staff. The work shifts or timings may vary according to
the hotel occupancy and peak business days. Duty chart also ensures that the
staff has sufficient time to note their working schedule for the following
week/month.

The duty chart/roasters specify to make for an even share of duties, the roaster
should be rotated every five weeks. Duty roasters must be simple in format, easy
to interpret, clearly written, and displayed on the staff notice board at least a
week in advance

Duty Roster is usually prepared by the supervisors and then authorized by the
HOD / Manager of the department. The approved Duty rosters are then placed on
the notice board on each department. Staffs are not allowed to make any changes
on the duty rosters, if any changes required then the same has to be approved by
the HOD / Manager.

Common work shifts in the hotel are:

• Morning 0700hrs to 1500hrs

• Evening 1500hrs to 2300hrs

• Night 2300hrs to 0700hrs

• General 0900hrs to 1800hrs

• Break Shift 0700hrs to 1200hrs and 1800hrs to 2300hrs

Advantages Of Making a Duty roaster:

Planning a duty roaster in advance helps to ensure:

• The exact number of staff required to be on duty at any given occupancy.

• That staff working hours are as per their employment contract.

• That regular off-days are availed for enhancing productivity.

• Knowledge of which employees are present on the premises in instances of

emergencies.

• Accuracy in attendance and payroll reports.

Steps for Planning and Making a Duty Roster:

Step 1: Ascertain occupancy levels and events expected in the hotel.

Step 2: Ascertain the spread of duty hours to be scheduled in the duty roaster,
whether 12 hours, 16 hours or 24 hours. Decide whether the positions will work
for 5 or 7 days per week.

Step 3: Ascertain the type of shift-straight shift, break shift, rotating shift, or any
other alternative scheduling-to be used.

Step 4: Ascertain the number of full time and part-time staff on the payroll.

Step 5: Ascertain the number of labor hours per day and per week required for
various positions.

Step 6: Incorporate coffee breaks and mealtime allowances in the roaster.

Step 7: Ascertain that each employee gets a weekly off the day after 6 working
days. Provide for compensatory offs. Schedule one reliever per 6 employees

Step 8: Ascertain closed days and restricted holidays, and any contingency
planning that may be needed.
3. Banquet Flower Request Form / Flower Requisition Form Sample

Sample Flower request format used by the hotel banqueting and conference
department. The below requisition form is filled up by the banquet event
coordinator and send to the housekeeping or the horticultural department.
Flower Requisition Form
Function Name:

Date:

Time of Delivery:

Address of Delivery:

Round Table Centre Pieces: Price Numbers:_

Centre Stage Pieces: Price Numbers:

Salad Counter Pieces: Price Numbers:

Cocktail Table Pieces: Price Numbers:

Cocktail Tray Pieces: Price Numbers:

Welcome Table Pieces: Price Numbers:

Pedestal Arrangement Pieces: Price _Numbers:

Long & Low Arrangement Pieces: Price _Numbers:

Bouquet Pieces: Price Numbers:

Rose Buds Pieces: Price _Numbers:

Single Flower Pieces: Price Numbers:

Buffet Arrangement Pieces: Price Numbers:

[ ] Special Request 1: Price Numbers:

[ ] Special Request 2: Price Numbers:

Colour Scheme of Banquet Function:

Design Scheme of Banquet Event:

Billing To - Hotel / Client / Included In Package / Complimentary

Notes / Remarks / Instructions:

4. Audit checklist for Restaurant cleanliness and condition.

Expected Standard

• The restaurant was free from bad smell and odours.

• The temperature was on comfort zone.

• Environment felt secure and comfortable.

• Channel Music was ON and hid the kitchen noises, but did not impede
conversations.

• Music played was also appropriate to the venue theme or tempo of the
restaurant.

• Light fixtures were fully illuminated, no burned out bulbs.

• Floor and carpet were free of stains and debris.

• Floor and carpet were not damaged.

• All mirrors were polished and free of smudges.

• All windows were free of smudges, streaks and spots.

• Tables and chairs were unsoiled, free of crumbs and debris.

• Tables and chairs were sturdy, free of wear.

• Tablecloth and linens were not soiled and damaged.

• All Chinaware was free of spots.

• All Glassware was free of spots and smudges.

• All Flatware was free spots and food residue.

• All Side stations were neatly organized, no debris, not overflowing and free of
clutter.
• Wine and beverage list was current, not soiled.

• Menu were not damaged and free of clutter.

5. Banquet Agreement Form / Banquet Terms & Conditions

Schedule of the Banquet Event

Name of the Event:

Event Booking No:

Date and Day of Event:

Start Time: End Time: Agreed Rental Fee:

Venue: Type Of Event: Setup Type:

Minimum Guarantee: Booked By: Part Name:

We are pleased to offer the following function space based on our understanding
of your present needs. Please review the detailed information outlined within to
assure that this accurately reflects your requirements. The terms and conditions
of this agreement between you and the Hotel are intended to clarify and
communicate the commitments between the two parties to assure the result of
your event is to your expectation.
 TERMS & CONDITIONS OF THE BANQUET EVENT

• We hereby agree that [Hotel Name] will cater only to 15% additional persons
over and above the number given as Minimum Guarantee. After that [Hotel
Name] has the right to close the buffet. Fresh food may be arranged if possible,
for which the hotel may take the time required to relay the buffet (Min. 45 min.)

• We agree that the children will be charged FULL RATES.

• We agree that jointly with hotel representative our authorized signatory will
count the plates and sign on the Control Sheet. However, in case of any increase
in the number of guests over the guaranteed figures, we will be informed from
time to time.

• All the requisite permissions from the local authorities for organizing the
event/programme shall be taken by the organizers well before the event and a
copy of all these permissions to be submitted to the hotel before the start of the
event.

• You agree to confirm with us the assigned function space before printing any
materials listing specific meeting or function locations. The schedule of events
listed above indicates the space that is tentatively being held for and will be held
on a definite basis upon signing of this contract by both parties. If for any reason
the function space reserved is not available for your event, you agree that we may
substitute space of appropriate size and comparable quality for your event.

• Please contact the Hotel at least one month before your event to review and
confirm the details for your event, including menus, decorations, entertainment
and beverage service. Upon review of your event requirements, Banquet Event
Orders - BEO will be sent to you to confirm all final arrangements and prices.
These BEO’s must be signed and returned prior to the event and will serve as a
part of this agreement.
• There should not be any damage done to the walls/ceiling, etc. by way of
nailing, pasting or hammering. The carpet protector on the existing carpet shall be
laid before the fabrication of stalls. No pasting should be done on the granite area
or on the steps or on the existing carpet of the hall. All the safety steps including
fire regulations as stipulated by the fire department shall be observed. The hotel
in no case shall be liable for any damage done to the goods of the organizers.
However, any damage to the hotel’s property by any means will have to be
indemnified by the organizers.

• The emergency exits/fire exits of the hall should not be blocked for safety
reasons. However, anybody/anything obstructing the exits; the hotel
management will have the authority to forcibly clear these obstructions for the
safety. At least two emergency exits with signboard are to be kept.

• Whenever any temporary structure/hangar is to be erected for trade

exhibitions/events at lawns/open areas, necessary permissions from the local
authorities should be obtained by the organizers well before the start of the
event. Fire retardant material shall be used and all the safety
precautions/guidelines issued by the fire department should be observed by the
organizers.

• The hotel in no case shall be responsible for any damage/loss caused in any
manner. The security should be deployed by the organizers around these areas to
ensure safety. Adequate personnel will be deputed by the organizer for
maintaining the cleanliness of such temporary structures/hangars and necessary
coordination and support will be provided by hotel housekeeping. The open areas
will be brought to their original level of cleanliness by the organizer after
dismantling.

• Wherever the generator or DG set are required/used for the events/exhibitions,

etc. proper cabling with circuit breakers should be provided by the organizers. The
organizers are requested to ensure the technician of the hired vendor to be
available throughout the active event. The placement of the gen-sets will be
informed to hotel Chief Engineer & Chief Security Officer and the gensets will be
removed immediately after the function.
• The hotel shall allow only one welcome/information panel at the main gate of
the hotel. Besides, panels on self-mounted stands can be displayed around/near
the hall/inside the hall without damaging any wall/ceiling/floor or obstructing any
passage.

• After the hotel has received venue confirmation advance, the balance payment
towards minimum guarantee has to be deposited with the hotel as per the
schedule is given or at least a week before the function and extras if any to be
settled before or immediately at the conclusion of the event.

• We agree that the bill will be settled by us immediately after the function in
cash/credit card and the decision of [Hotel Name] management on the number of
guests to be charged would be binding on us.

• We agree to settle the bill on the minimum number of guaranteed persons or

the actual number of guests whichever is higher.

• We agree to pay 100% advance at least seven days before the function through
Cash, Demand Draft or Credit Card and any balance will be paid after the meal
service is over.

• In case of any damage to the property of [Hotel Name] the party will bear the
cost as fixed by the [Hotel Name] Management and will be settled by you before
the closing of the function.

• Function venue may be changed by the hotel at the last minute in case of any
operational problem.

• All beverages will be charged as per actual consumption or package rate. Party
is not allowed to bring any beverages and food items from outside.

• Music/DJ in the halls and open area/lawns shall be permitted only up to 10.00
pm.

• The food & beverage shall be served till 11.30 pm and the hall shall be vacated
by 12.00 midnight.

• Government Taxes and service charge would be charged extra as applicable.

• Advance & taxes as applicable would have to be borne and paid before the
Front Office gives a room on a complimentary basis (wherever permissible).

• Smoking is not allowed at the venue.

• Force Majeure - Neither party shall be responsible for failure to perform this
contract if circumstances beyond their control, including, but not limited to; acts
of God, shortage of commodities or supplies to be furnished by the Hotel,
governmental authority, or declared war in the country make it illegal or
impossible for the Hotel to hold the event.

• You agree to begin your event promptly at the scheduled start time and agree
to have your guests, invitees and other persons vacate the designated event
space at the end time indicated on the final BEO.

• You may cancel this Agreement only upon giving written notice to us. The
parties agree and understand that in the event of a cancellation, our actual
damages would be difficult to determine. Therefore, the parties agree on the
following amounts to be paid by you to us upon notice of cancellation as
liquidated damages:

 Cancellation between date of signing and 31 days of the event; 50%

 If notified between 30 and 8 days in advance of the event, 60%
 If notified between 7 and 4 days in advance of the event 75%
 If notified between 3 and 1 days of the event 100%
 There may be increases in prices due to unforeseen changes in market
conditions at the time of your event. We will communicate these increases
to you in advance. We will require written confirmation that you agree to
pay these increased prices. Alternatively, we, at our option, may in such
event make reasonable substitutions in menus and you agree to accept
such substitutions.

• The parties agree that any amendments or changes to the arrangements

described in this contract must be made in writing, signed by both you and us,
provided, however, that this contract includes all signed or unsigned banquet
 event orders (and the terms and conditions contained therein and attached
thereto) issued by us for this and related events.

Signature of
Representative/Company/Host Name:

Address: Date:

Telephone No:

Place:

Signature of the Banquet In-Charge/Catering Manager

Date:

Place:
6. Audit checklist for BAR and Lobby Lounge cleanliness and condition.

• Lobby Lounge / Bar was free from bad smell and odors.

• The temperature was on comfort zone.

• Environment felt secure and comfortable.

• Channel Music was ON and hid the kitchen noises, but did not impede
conversations.

• Music played was also appropriate to the venue theme or tempo.

• For live musical performances, the entertainers were dressed and behaved
appropriately.

• Light fixtures were fully illuminated, no burned-out bulbs.

• Floor and carpet were free of stains and debris.

• Floor and carpet were not damaged.

• Walls and ceilings were free of chips, scuffs or marks.

• All mirrors were polished and free of smudges.

• All windows were free of smudges, streaks and spots.

• Plant and floral decorations were fresh.

• Tables and chairs were sturdy, free of wear and unsoiled.

• Table cloth and linens were not soiled and damaged.

• Glassware was free of spots and smudges.

• All Glassware was free of spots and smudges.

• Glassware was free of chips, cracks, scratches and wear.

• Beverage menu was current, not soiled and not damaged.

• All memorabilia displays were free of dust and fingerprints.

7. Restaurant Host or Hostess Service Standard Audit Checklist

• Guest acknowledged with eye contact and smile within 10 feet.

• A polite greeting and offer of assistance, etc. was made within 5 feet.

• Hostess was the first one to speak to the guest and extended a warm greeting.

• Guest name was obtained and passed off to the relevant team that would take
care of them during their experience.

• If the restaurant was full and a wait was required, then the guest informed of
approximate seating time.

• Guest was escorted to the table.

• Host was knowledgeable and able to answer questions related to food

promotions, menu items, ingredients, preparation and also hotel facilities.

• Guest was assisted to seat in the Chair.

• Table settings were adjusted according to the number of guests being seated
and Table was fully set up.

• Menu was presented to guest, For Dinner Wine or beverage list was presented.

• Host was the last one to speak (kind comment, etc.)

• Guest was thanked upon departure.

• Host was well groomed, uniformed, name tag was present.

• Staff did not eat, drink, smoke or chew gum.

 1. Restaurant Host or Hostess Service Standard Audit Checklist

Cake Request Form

Note: Please issue any cake request 24hours in

advanced Order placed by:

Department:

DATE:

Guest Name: Room no.:

PAX:

Cake Selection [1/2 Kg up to 6 Pax and 1Kg up to 12 Pax]:-

Chocolate Cake (1/2 Kg or 1 Kg)

Strawberry Cake (1/2 Kg or 1 Kg)

Cheese Cake (1/2 Kg or 1 Kg)

Black/White Forest (1/2 Kg or 1 Kg)

Other Cake: (1/2 Kg or 1 Kg)

Message on the cake:

Additional Information:

Delivery details (Place & Time):

Approved by HOD:
8. Sample Hotel Meal Voucher or Meal Coupon Format

A Meal Coupon or Meal Voucher to be issued to the guests according to the

accommodation arrangements or accommodation packages like for example CP -
Bed & Breakfast, MAP - Half Board, AP - Full Board etc.

All coupons shall be standardized, and carry the logo and name of the hotel. They
shall also mention the date of consumption and shall be numbered for tracing
purposes for audit compliance.

The Meal coupons shall be issued to guests at the time of guest check-in by the
Front Office Department. As per the standard process, the front desk team will
attach the meal coupons with the registration cards and hand over to the guests
at the time of arrival.

[BREAKFAST COUPON] [BREAKFAST COUPON]

SL No: SL No:

Name: Name:

No. No. Of
Of Pax: Pax:

Room no.: Room no.:

Valid Valid
On: On:

This Voucher is valid for Buffet This Voucher is valid for Buffet
Breakfast only in the [ Restaurant Breakfast only in the [ Restaurant
Name]. Valid for the indicated Name]. Valid for the indicated
date and non refundable or date and non refundable or
transferable. transferable.
Breakfast Time: 0600Hrs to 1030 Breakfast Time: 0600Hrs to 1030
Hrs. Hrs.
 Sub Department

F&B Service And Sub Departments

Food & Beverage Outlets are divided into the following categories:

Restaurants: Restaurants are places where Food & Drink is served. There are
various types of Restaurants:

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

Fine Dining Restaurants: Fine Dining Restaurants are characterized by their

elaborate and exclusive menu with special emphasis on the very high-quality food
they serve. The emphasis is on fresh ingredients and natural flavors or on the
type of Cuisine served, or both. Usually, the operation of this restaurant revolves
around the Head Chef or Chef De Cuisine of this Outlet.

Specialty Restaurants: These are Restaurants which usually have a type of

National or Regional Character or Cuisine attached to them, for example: Italian
Specialty Restaurant, Chinese Specialty Restaurant, etc. In some Hotels, they do
also sometimes have Multi Cuisine Specialty Restaurant, which literally means
that Restaurant serves cuisine from more than one country, or the dishes on the
Menu at that Restaurant has Food Specialties from many different countries.
Lounge: Lounges can be found in different hotels. Their main purpose is to offer
Food & Drinks in comfortable and cozy seating in relaxed surroundings. There are
many kinds of Lounges ranging from a Lounge in a Lobby, Cocktail Lounge and
Cigar Lounge to Executive and Club Lounge on special Floors.

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

Discotheque/Nightclub: They are outlets where Music and Entertainment take

priority with Food & Drink. The operation is very fast and the guest numbers are
large. Security is an important aspect of these operations. Music and
entertainment can range from DJ to live bands playing.

Room Service/In-Room Dining: Room Service, also known as In-Room Dining. It is

the service of Food & Drink in Guest Rooms in a Hotel or a Resort.

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

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

Bar: It is a Commercial establishment where the guest is served alcoholic

and non-alcoholic beverages along with snacks.
Learnings from Food and beverages Service Department

• Learned how to do table set ups.

• Learned how to do napkin folds

• Learned how to do clearance

• Learned how to do services of different types of tea and coffee

• Learned how to do sideboard setup

• Learned how-to pick-up food with KOT number

• Store pickup

• Learned how to place order on to the guest table

• Learned how to close the PM [Post Master]

• Learned the closing of the restaurant

• Learned to make takeaways.

• Learned how to make hall setups for banquets.

• Learned how to fill bar consumption sheet.

• Learned how to order store

• Learned to add slide on electronic Board to read.

• Learned How to read Banquet event order.

• Learned how Bio-bubble actually works.

• How to greet people in Proper way in Restaurant

 Food Production

Food Production and its related operations are integral elements of hospitality
management, hotel management, and restaurant businesses. It requires a skilled
staff who can produce a wide variety of quality foods. In addition, the culinary
staff of a hotel or a restaurant is also required to produce food in a large quantity.

Organisational structure of Jaipur Marriott kitchen –

By simplifying it we have one organisational chart of kitchen Department and

responsibilities.
Executive Chef

Executive sous
Chef

Sous Chef

CDP

DCDP

Commies 1,2,3

Trainees

Casuals
Chef Jatinder Dhaliwal ,Specialist in European Cuisine but have a hands on
experience in Indian and Oriental Cuisines.

Have additional knowledge of F&B Budgets, Staffing, Recruitment, Trainings, Pre-

Opening, MIS.

Executive chef –

Chef Jatinder Dhaliwal is the executive chef of Marriott Jaipur

• Create new entrees for the menu

• Ensure all food safety regulations are followed

• Inspect the quality of the food

• Be aware of new culinary trends and recipes

• Coordinate all of the kitchen staff

• Hire and train new kitchen staff

• Manage special dietary needs

• Oversee purchasing to stay within certain budget

Sous Chef –

Chef Romit is the executive sous Chef , and Chef Dev and chef Ravi are the
sous chefs .

• They are responsible for creating new menu options based on seasonal changes
and customer needs.

• They also participate in the preparation and planning of meal arrangements as

necessary.

• Ascertaining that all kitchen chores get carried out smoothly is also the duty of
the Sous Chef.

• It is also the responsibility of Sous Chef to resolve customer issues and concerns
on a one-on-one basis.

Senior CDP –

Chef Amit and Chef Baba are the senior CDP in Marriott Jaipur .

• Preparing specific food items and meal components at your station.

• Following directions provided by the head chef.

• Collaborating with the rest of the culinary team to ensure high-quality food and
service.

• Keeping your area of the kitchen safe and sanitary.

• Stocktaking and ordering supplies for your station.

• Improving your food preparation methods based on feedback.

• Assisting in other areas of the kitchen when required.

Hierarchy of Food Production

EXECUTIVE
CHEF

EXECUTIV
E SOUS
M

SOUS CHEF

INDIAN CONTI HALWAI GARDE BAKERY

HEAD CHEF HEAD CHEF HEAD CHEF MANGER CHEF

COMMMR COMMIS 1 COMMIS 1

COMMIS 1 COMMIS 1
IS 1

COMMIS 2 COMMIS 2 COMMIS 2 COMMIS 2

 Standard and Operating Procedure
of Food Production

Baking Food In The Hotel

Kitchen SOP Number: 1

Time to Train: 20 Minutes

Purpose of this SOP:

Every chef should understand what the baking process is and how it is done.
Baking is the cooking of foods in dry enclosed heat, without adding a frying
medium.

The Sous Chef and Head baker are responsible to ensure that the correct baking
method is used. The hotel training and HRD department should develop and
implement proper written Kitchen SOPs to ensure the same is implemented
correctly throughout all the food preparation outlets.

Baking Food Standard Procedures:

1. Set heat regularly at the desired temperature.

2. Place food on greased sheet or rack or use moulds in the oven without adding
either fat or liquid.

3. Bake to the desired degree of doneness’ by increasing or decreasing heat

as required in the recipe.

4. It may also be used for drying at lower temperatures.

5. For potatoes, pasta dishes, desserts, pastries, tarts, pies, cakes, fish, ham,
bread's, and sponges.
6. A convection oven may also be used for baking the above.

7. Fans force heated air into the oven cavity for more rapid baking.

8. A slightly higher temperature is required in a convection oven than in the

conventional oven.

9. Foods that are to be regenerated should be covered properly.

Boiling Food in the Hotel Kitchen

SOP Number: 2

Time to Train:

Purpose of this SOP:

Every Cook should understand the basic principles of boiling and how to use
them. Depending on the type of food, the chef should know when to add cold or
hot water to adjust the boiling of water or the liquid.

The Executive Chef and the Sous Chef should be responsible to ensure that the
correct boiling method is used by the hotel staff. The hotel training and HRD
department should develop and implement proper written Kitchen SOP's to
ensure the same is implemented correctly throughout all the food preparation
outlets.

Boiling Food Standard Procedures:

• Always heat to near boiling point, and allow the water to bubble or keep it
just below boiling point (simmer) without the lid.

• Chefs should note that the rapid boiling can be break up the finer
vegetables and below points to be noted while boiling.
• In cold water with cover - Allowing food to absorb water and cook evenly and to
prevent toughness and hardness on the exterior surface.

• In cold water or stock without cover - Cooking at a temperature under the

boiling point will prevent cloudiness.

• In boiling water with cover - Food cooks more quickly and retains more
vitamins, minerals and colour.

• In rapidly boiling water without cover - Starch on the exterior of pasta gelatins
and boiling water keeps the pieces from adhering to each other.

• Always allow to boil - potatoes, dried vegetables.

• Do not allow to boil - clear stock, clear broths and meat jellies.

• Allow to boil rapidly - for pasta and rice.

• Allow to boil at the beginning - for blanched meat & poultry (beef, veal mutton,
lamb, chicken), or when cooking vegetables.

• Use slow boiling water without cover - to control simmering, first allow to
bubble to close the pores. Reduce temperature and simmer gently and add
more liquid if necessary.

• Allow to boil at the beginning - for blanched meat & poultry eg: beef, veal
mutton, lamb, chicken etc., or when cooking vegetables.

Kitchen Menu Planning and Design

SOP Number: 3

Time to Train:

Purpose of this SOP:

To create menus that match the restaurant’s concept, guests’ expectations and
the organization business goals. The Chefs / Kitchen Staff should only source
quality, seasonal produce that ensures consistency for the selected menu.

The Executive Chef and F&B Manager / Director should be responsible to plan
and design the restaurant menu in a systematic manner and to ensure a
consistently high guest expectation and the business goals. The hotel
management should develop and implement written menu planning and design
to ensure the same is implemented correctly throughout all the F&B outlets.

Kitchen Menu Planning and Design Standard Procedures:

1) How to ensure menu planning adequately reflects the concept and style of the
restaurant?

• Menus are planned in a timely manner, taking into account financial

and customer requirements.

• Managers and employees are involved in the menu planning process.

• Menus enhance the projected image of the restaurant and overall concept.

• Customer volumes, logistics and style of service should be always considered.

2) How to address the expectations of the customer appropriately while

planning the menu?

• The restaurant menus should be well presented and customer friendly.

• Menus should always offer variety and appeal to a broad range of tastes.

• Special dietary needs are adequately catered for.

• Menu items are nutritious, well- balanced and reflect current healthy eating
trends.

• Menus avoid repetition of ingredients.

3) Consider production capabilities and purchasing power to obtain

quality ingredients.

• The chef should consider the seasonality and availability of items when
planning menus.

• All kitchen staff should have the required skills/knowledge to confidently

and consistently produce dishes to a high standard.

• Kitchen storage and production resources for the items selected should
be sufficient.

• Ideally, all dishes should be represented by a standardised menu card.

4) How to ensure business financial goals are incorporated while menu planning?

• Effects on food cost and profit margins are addressed.

• Potential effects of new menus on average guest spend is explored.

• Menus are designed that achieve gross margin and profitability targets.
Holding of Prepared Hot / Cold Foods

SOP Number: 4

Time to Train: 30 Minutes

Purpose of this SOP:

All hot food should be held hot at above 57º Celsius and cold food should be held
cold below 5º Celsius. Temperatures of food will be taken routinely to ensure that
proper temperatures are maintained through holding to ensure the safety of the
food served to customers. Any conflict between food quality and food safety
must always be decided in favour of food safety and when in doubt about the
safety of food, throw or discard the food out.

Holding Prepared Foods in Kitchen Standard Procedures:

1) How to Hold Prepared Hot Foods in Kitchen?

• Always prepare and cook only as much food as is needed.

• Batch cooking is recommended and ideal for maintaining food temperature

and quality.

• Use food warmers, food heating lamps or hot-holding equipment that can keep
hot food at 57º Celsius or higher.

• Make sure to Follow manufacturer’s instructions in using the food warmer

or hot-holding equipment.

• For food warmers using steam, indicate that the steam table wells need to
be filled with hot water and at what level.

• Keep foods covered to retain heat and to keep contaminants from falling
into food.
• Using a calibrated thermometer for measuring internal food temperatures
once an hour.

• Record temperatures in the Holding Temperature Log and take required

action accordingly.

• If temperatures are below 57º Celsius then reheat the food to 74º Celsius.

• Discard hot potentially hazardous food after four hours if they have not
been properly held at or above 57º Celsius.

• Never mix freshly prepared food with food being held for service.

2) How to Hold Prepared Cold Food in Kitchen?

• Use cold-holding equipment or refrigerated counter that can keep cold

foods below 5º Celsius.

• Using a calibrated thermometer for measuring internal food temperatures once

an hour.

• Record temperatures in the Holding Temperature Log and take required

action accordingly.

• If temperatures are above 5º Celsius, then refrigerate the food again or

adjust the temperature.

• Protect cold food from contaminants with covers or food shields.

• Discard cold potentially hazardous foods after four hours if they have not
been properly held below 5º Celsius.

• If there are no temperature controls, cold food held for longer then six hours
must be discarded.

• Place cold food in pans or on plates first, never place them directly on ice.

• The only exceptions are whole fruits and vegetables that will be washed
after holding.
• Ice used on a display should be self-draining.

• Make sure to wash and sanitize drip pans after each use.

The Basics of Ware washing

SOP Number: 5

Time to Train: 30 Minutes

Purpose of this SOP:

Establish standard policies for the proper procedure for washing and sanitizing
kitchen equipment, kitchen utensils and F&B service equipment to reduce
microbiological contamination and chemical contamination to prevent proper
cleaning concentration and contact time in the process.

The Executive Chef and Stewarding Manager should be responsible to ensure that
appropriate kitchen equipment cleaning and maintenance methods are followed
by the stewarding staff. The hotel training and HRD department should develop
and implement proper written Kitchen Stewarding SOP's to ensure the same is
implemented correctly throughout all the food preparation outlets.

1. What is the standard procedure for manual pot/ware washing?

Note: This SOP is for reference or example only, always follow the instructions
provided by the manufacturer for your's and others safety, and also to avoid any
injury while operating this equipment.

• All utensils to be washed must not contain any food residue.

• All utensils to be washed must be organised.

• Before washing stainless utensils and chinaware must separate.

• Manual washing process must available Three Compartment Sinks to wash,
rinse, and sanitizing.

• All the washing process must pass through three steps of wash, rinse,
and Sanitizing.

2. Washing and Sanitizing steps for manual pot washing:

• Remove leftover food from equipment before washing procedure.

• Washing dirty utensils, with of soap solution temperature 45°C - 55°C.

• Rinse utensils which have been washed with water temperature 55°C - 65°C.

• Sanitation utensils that have been rinsed with a sanitizing solution

temperature 25°C.

3. Working with the dishwashing machine standard procedure:

• Use the dishwashing machine only to wash chinaware, glassware, and cutleries.

• All utensils to be washed must be organized and sorted as per the

dishwasher system.

• Check dishwashing cleanliness inside machine tray, water tank, water nozzle
and reel machine must be clean before using and cleaning body machine.

• Prepare Rack Glasses, Plates and Cutleries for Washing.

• Keep ready the wet and dry garbage bin and clean transportation trolley for
glass, plates and cutleries.

• On Machine, Fill water and check the correct function of the machine at the
beginning of each shift and record the monitored temperature into
dishwashing and glass washing unit.

• Ideal wash temperature is between 55°C – 65°C.

• Final rinse temperature 82°C – 86°C (thermal disinfecting) but never exceeding
90°C, therefore all utensils will receive the hot treatment > 71°C.
• It is recommended to test with irreversible thermo-sensitive stripes each
morning, result to be recorded / the strip to attach on to the ‘Dishwashing and
Glass washing Checklist'.

• If the water temperature is < 82°C the manual sanitising would need to
be carried out by the stewarding staff.

• Change water and waste tank every 2 hours or more frequently as required.

• Sorting and separate handling of clean and dirty items.

• Always use a clean towel to polish, only when absolutely necessary.

Operating the Rotating Rack Oven

SOP Number: 6

Time to Train: 40 Minutes

Purpose of this SOP:

To ensure the hygienic operation of the Rotating rack oven while producing
consistent results, always pay strict adherence to the guidelines of safety
practices. The staff should make sure to safely and hygienically operate the
rotating rack oven to achieve consistent results.

The Executive Chef and the Sous Chef should be responsible to ensure that
appropriate equipment operating and maintenance methods are followed by the
kitchen staff. The hotel training and HRD department should develop and
implement proper written Kitchen SOP's to ensure the same is implemented
correctly throughout all the food preparation outlets.

Operating Rotating Rack Oven Standard Procedures:

Note: This SOP is for reference or example only, always follow the instructions
provided by the manufacturer for your's and others safety, and also to avoid
any injury while operating this equipment.

• The oven and its parts are hot.

• To prevent burns, use hot pads or protective mitts when loading or

unloading the oven.

• Hot air and steam are released from the oven interior when the loading door is
opened.

• To avoid burns, open the door slowly and keep clear of the opening.

1. How to Manually select baking settings in the Rotating Rack Oven?

1. Press the UP or DOWN arrows next to TIMER to enter the desired value.
2. Press the UP or DOWN arrows next to the STEAM TIMER to enter
the desired value.
3. Press the UP arrow next to FAN DELAY to enter the desired value.
4. The steam and airflow delay settings are optional and can be left at 0
if desired.
5. Slowly open the door and load product.
6. Press the start button and close the door.
7. The ON light in the timer window blinks as the timer counts down.
8. Rack lifts from the floor and rotates from right to left.
9. The oven beeps after the TIMER times out.
10. Press STOP to silence the beeper.
11. Open the oven door and wait till the rack carrier to stop and lower.
12. Remove the product from the oven.
2. How to set Auto On/Off Timer and Clock in the Rotating Rack Oven?

1. The Auto ON/OFF Timer display shows the current time of day.
2. To set the clock, the control must be turned on.
3. Press and hold either arrow button to initiate clock setting, then adjust
time using arrow buttons.
4. A few seconds after the time is adjusted, the colon in the time display
will resume flashing.
5. The oven can be set to turn itself on and off. After the AUTO
ON/OFF TIMER is set, the POWER ON.
6. OFF button can be pressed to turn the oven off. This will not disrupt the
AUTO ON/OFF setting.
7. Electrical power to the oven must remain on.
8. To set the oven to turn on, press and hold the AUTO ON TIME button.
9. The previously entered start time will appear on the display.
10.Use the UP and DOWN arrows to adjust the start time. Then release the
AUTO ON TIME button.
11.To set the oven to turn off, press and hold the AUTO OFF TIME button.
12. The previously entered end time will appear on the display.
13. Use the UP and DOWN arrows to adjust the end time.
14. Then release the AUTO ON TIME button.
15.To enable the automatic start, press and hold the TIMER ON/OFF
button until the indicator LED to the right of the TIMER ON/OFF button
is illuminated.

3. How to Preheat the Rotating Rack Oven?

1. For best results, the oven must be preheated to bake temperature before
baking begins.
2. The door must be closed for the oven to heat.
3. The rack carrier will lift and rotate only during the timed bake.
4. The rack carrier will be in the unload position from the last bake.
5. If the rack carrier was moved out of the home position, the rack carrier
will lift and turn to the unload position when the door is opened.
 6. Press the POWER ON-OFF button to turn the oven on.
7. Press the UP or DOWN arrows next to the SET temp window to enter the
desired baking temperature.
8. The actual temperature of the oven will appear in the OVEN TEMP window.
9. For optimum steaming capability, allow 30 minutes after the oven has
reached the set temperature for the steam system to charge.
10.The oven is now ready for baking operations.

4. Loading Procedure for the Rotating Rack Oven.

1. Rack carriers are equipped with stops on both ends.

2. Ensure stop flap is in the up position to load the rack on the rack carrier.
3. Push rack stop to the left after rack is loaded.
4. Roll the rack into the oven so the end brackets channel onto the rack
carrier.
5. When using racks equipped with pan stops, load racks so stops will
prevent movement of trays toward the user when racks are unloaded.
6. Position pans so they do not extend beyond the rack.
7. If the pans extend beyond the rack it may cause the rack to get jammed
when rotating.
8. Close the loading door.
9. The rack carrier will lift and rotate only during the timed bake.
10.5. Unloading Procedure for the Rotating Rack Oven.

The oven and its parts are hot. To prevent burns, use hot pads or protective
mitts when loading or unloading the oven.

Hot air and steam are released from the oven interior when the loading door is
opened.

To avoid burns, open the door slowly and keep clear of the opening.

Press STOP and/or open the loading door to silence the beeper.

Wait for the rack carrier to stop and lower.

Push the rack to stop down to unload the rack from the rack carrier.
 Push rack stop to the right to open.

8. Roll the rack from the rack carrier.

9. Close the loading door.

Using Food Processor

SOP Number: 7

Time to Train: 20 Minutes

Purpose of this SOP:

To ensure the hygienic operation of the food processor while producing

consistent results, always pay strict adherence to the guidelines of safety
practices. The staff should make sure to safely and hygienically operate the food
processor to achieve consistent results.

The Executive Chef and the Sous Chef should be responsible to ensure that
appropriate equipment operating and maintenance methods are followed by the
kitchen staff. The hotel training and HRD department should develop and
implement proper written Kitchen SOP's to ensure the same is implemented
correctly throughout all the food preparation outlets.

Operating Food Processor Standard Procedures:

Note: This SOP is for reference or example only, always follow the instructions
provided by the manufacturer for your's and others safety, and also to avoid any
injury while operating these equipment.

 Always assemble the components as described by the manufacturer.

 Remove the bowl cover and add product.
 Reinstall the bowl cover and ensure it is in the closed and locked position.
  Use the pulse setting a few times at the beginning of each processing
operation to cut the product into smaller pieces, then set the control switch
to the desired speed setting.
 When processing is done, turn off the unit, wait for the knife to stop, then
unplug the power cord.
 Rotate the clear plastic cover counterclockwise to unlock it.
 Lift the bowl cover assembly up and away from the machine, then the bowl
can be removed to empty contents.

1. How to Use the Bowl Scraper?

• The bowl scraper has three legs and three lid wipers and allows for 180° motion
to fully wipe the entire bowl and lid.

• During processing, the scraper handle can be moved back and forth to
reintroduce partially cut product that is clinging to the sides of the bowl into the
cutting area.

• The bowl scraper can also be used during processing to stir or mix
liquid products.

• To move the scraper, grasp the handle and rotate it either clockwise
or counterclockwise until it comes to a stop.

• The bowl scraper must be used at all times when using them with the cutter-
bowl attachment.

2. How to Use the Pouring Funnel?

• The scraper handle is equipped with a pouring funnel through which

ingredients may be added while the unit is operating or while it is stopped.

• Preparing the Product for Processing products, such as meat and cheese, into
equal pieces of approximately one-inch cubes.

• Only then add any liquid ingredients through the pouring funnel.
• When processing, be sure to manually move the scraper handle back and
forth to reintroduce partially cut product into the cutting zone.

3. How to Use the Feed Tube?

• Twist the knob to release the catch on the feed tube pusher and pull out
to expose the feed tube opening.

• The feed tube is used for slicing long, thin shaped products, such as cucumbers
or carrots, or to contain small items like radishes.

• The machine does not stop when the feed tube pusher is removed; this
allows the product to be processed continuously.

• Always use the feed tube pusher.

4. How to Use the Feed Hopper?

• If the machine is running when the pusher plate is raised from the feed
hopper, the machine will automatically come to a stop.

• After the food processor stops, prepared products such as potatoes,

carrots, and lettuce can be placed in the large feed hopper.

• Product may be stacked on top of one back to the feed hopper.

• The food processor will automatically restart as long as the control switch is
in the low or high-speed position.

• Gentle pressure on the pusher plate will feed the product through the rotating
cutter plate.

Personal Hygiene Standards for Chefs and Kitchen Staffs.

SOP Number: 8

Time to Train: 30 Minutes

Purpose of Chef Personal Hygiene SOP:

Germs carried by people are one of the major sources of foodborne illness hence
all restaurant employees or Chefs should maintain good personal hygiene
practices to ensure food safety.

The term Hygiene refers to conditions and practices that help to maintain health
and prevent the spread of diseases, this sop outlines the standard hygiene
policies and procedures which need to be followed by food and beverage
production staff eg: Chefs, Food Handlers, and Stewarding etc.

Kitchen Staff / Chef Personal Hygiene Standards:

• Always arrive at work cleanly with clean hair, teeth brushed and bathed
daily with soap.

• Maintain short, clean, and polish-free fingernails.

• Artificial nails are not permitted for any staff in the food production

area. Chefs Policy for Smoking, eating, and gum chewing:

• All kitchen staff should smoke only in designated areas.

• In any case, No smoking or chewing tobacco is allowed in the food

production facilities.

• Make sure that you Eat and drink in designated areas only.

• Always use a closed beverage container when drinking water in the F&B
production area.

• Kitchen staff should refrain from chewing gum or eating candy during the
food production.

How to wash hands for Kitchen Staff or Chefs?

• Washing Hands as per the hygiene standards and at the appropriate time is very
important.

• The proper method to wash hands includes under fingernails and up to

forearms vigorously and thoroughly with soap and warm water for a period of at
least 20 to 30 seconds.

• Turn off the water faucets or tap using a paper towel in order to prevent
recontamination of clean hands.

• In addition, hands must be washed at below time or scenarios:

• While entering the food & beverage production facility before your shift begins.

• Immediately before preparing food or handling equipment.

• As often as necessary during food preparation when contamination occurs.

• Always in the restroom after using the toilet, and when before you return
or enter to your workstation.

• Wash hands when switching between handling or working with raw foods
and working with ready-to-eat or cooked foods.

• Wash your hands after touching face, nose, hair, or any other body part,
and after sneezing or coughing.

• Wash hands after you are cleaning tables, workstations, cutting board or after
cleaning duties.

• Between each task performed and before wearing disposable gloves.

• Change disposable gloves as often as hand washing is required.

• Wash hands before and after discarding gloves.

• After smoking, eating, or drinking etc.

• After taking out the garbage, handling any cleaning chemicals, picking
up dropped food items etc.
• Wash hands after any other unsanitary task have been performed.

• While washing hands make sure that you wash hands only in hand
sinks designated for that purpose.

• What should be the proper attire for the Chef / Kitchen Staff?

• All kitchen staff should be wearing appropriate and proper uniforms at all times.

• Clean uniform with sleeves and clean non-skid, close-toed work shoes while on
duty.

• Always wear your apron on site, as appropriate.

• Do not wear the apron too and from work.

• Always remember to take off the apron before using the restroom.

• Change apron if it becomes soiled or stained.

What are the appropriate Hair Restraints and Jewellery for Kitchen Staff or
Chefs?

• Always wear a hair net or cap in any food production area that
completely covers all hair.

• Keep beards and moustaches neat and trimmed.

• Beard restraints are required in any food production area.

• Refrain from wearing jewellery in the food production area.

• What should be the Chefs do in case any Cuts and Burns while working?

• Report or inform the supervisor or sous chef in case of any wounds.

• If you cut a finger, the most important action is to control the bleeding
by immediately applying direct pressure to the wound.

• When a burn occurs, it is most important to wash the burn with room-
temperature water.
• Consult the in-house hotel doctor for first aid and further treatments.

• Bandage any cut, abrasion, or burn that has broken the skin.

• Cover bandages on hands with gloves and finger cots as appropriate

before handling with food.

Purchasing Food and Raw Materials in Hotel Kitchen

SOP Number: 9

Time to Train: 30 Minutes

Purpose of this SOP:

All Raw Materials and processed food purchased for the kitchen operation should
only be procured from approved vendors in order to assure the safety of food
served to customers.

The Executive chef and Hotel Purchase manager should be responsible to

purchase and receive all goods in a systematic manner and to ensure a
consistently high specification of product sourced. The hotel management should
develop and implement written product specifications to ensure products
purchased consistently meet restaurant expectations.

Kitchen Purchasing Standard Procedures:

1) Ensure purchasing is carried out by authorised personnel:

• Roles and responsibilities within the purchasing function should be defined

and clearly communicated.

• Only authorised personnel should be entitled to select vendors and make

any purchase orders.

• All purchases, where appropriate, are made on the basis of agreed contracts
only.
• Purchase specifications are used for all major goods purchased on a
regular basis.

• Weekly quotations are sought, where appropriate, to ensure that the best value
is obtained.

• Minimum/maximum stock levels or par stocks should be maintained in

the kitchen.

2) Purchase goods only from approved suppliers:

• Approved suppliers are selected following systematic evaluations to ensure that

the best product quality and terms and conditions are achieved.

• The Food safety status of all suppliers is assessed on a periodic basis.

• Contracts are agreed with approved suppliers.

• Goods are only purchased from approved suppliers.

• Supplier performance is monitored regularly, corrective action is taken

and relationships are evaluated annually.

3) Complete all purchasing activities in an efficient manner:

• The kitchen staff should adhere to predetermined purchase frequency.

• The Executive Chef or Sous Chef should use the volume forecasting
techniques are used to assist in estimating purchasing requirements.

• Purchase requisition forms are used and written purchase orders are issued.

• All purchase requisitions should be entered on the Hotels Material Management

System (MMS).

• Non-contract purchasing is supported by defined purchase specifications

and only conducted by experienced and competent personnel.

• For Non-contract purchasing, the price quotations should be always sought

in advance.
4) Standard For Purchasing of pasteurized Dairy Products:

• Visit approved vendors to ensure that they maintain clean warehouses

adhere to safe storage and handling practices.

• Observe the delivery vehicles to ensure that they are clean and temperatures
are properly controlled.

• It's a good practice to request a photo ID badge of the delivery person when you
don’t trust is or have complaints.

• Use written product specifications to ensure that the vendor knows what is to
be delivered.

5) Tips for the employees who are responsible for purchasing food must:

• The staff be knowledgeable to understand the regulations for specific foods.

• Coordinate delivery times with vendors/suppliers to ensure that deliveries

are made when they can be stored immediately.

• Schedule receiving times when product quantity and quality can be

checked, including product temperatures.

• Review orders and delivery information to ensure orders and

product specifications are being met.

• When making direct purchases, buyers should ensure packages are clean and
will maintain the integrity of the food item, as communicated through product
specifications.

• Meat and fresh shell eggs may be purchased from local licensed producers, but
because these foods are considered potentially hazardous, the products must be
inspected for safety on a regular basis.

Kitchen Menu Planning and Design

SOP Number: 10

Time to Train: 30 Minutes

Purpose of this SOP:

To create menus that match the restaurant’s concept, guests’ expectations and
the organization business goals. The Chefs / Kitchen Staff should only source
quality, seasonal produce that ensures consistency for the selected menu.

The Executive Chef and F&B Manager / Director should be responsible to plan
and design the restaurant menu in a systematic manner and to ensure a
consistently high guest expectation and the business goals. The hotel
management should develop and implement written menu planning and design
to ensure the same is implemented correctly throughout all the F&B outlets.

Kitchen Menu Planning and Design Standard Procedures:

1) How to ensure menu planning adequately reflects the concept and style of the
restaurant?

• Menus are planned in a timely manner, taking into account financial and
customer requirements.

• Managers and employees are involved in the menu planning process.

• Menus enhance the projected image of the restaurant and overall concept.

• Customer volumes, logistics and style of service should be always considered.

2) How to address the expectations of the customer appropriately while

planning the menu?

• The restaurant menus should be well presented and customer friendly.

• Menus should always offer variety and appeal to a broad range of tastes.

• Special dietary needs are adequately catered for.

• Menu items are nutritious, well- balanced and reflect current healthy eating
trends.

• Menus avoid repetition of ingredients.

3) Consider production capabilities and purchasing power to obtain

quality ingredients.

• The chef should consider the seasonality and availability of items when
planning menus.

• All kitchen staff should have the required skills/knowledge to confidently

and consistently produce dishes to a high standard.

• Kitchen storage and production resources for the items selected should
be sufficient.

• Ideally, all dishes should be represented by a standardized menu card.

4) How to ensure business financial goals are incorporated while menu planning?

• Effects on food cost and profit margins are addressed.

• Potential effects of new menus on average guest spend is explored.

• Menus are designed that achieve gross margin and profitability targets.

• Menu planning adequately balances innovation and creativity with

financial logic .
 Forms and Formats in
Food Production Department

1. TEMPERATURE LOG
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T'iEMPERATURELOG
EQUIPMENT _
CONTENTS
LOCATION _
TEMP. RANCE -----

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COM !i:N DATE TIME T ITlAL:S

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DATE NAME/TITLE S1G ATURE

3.WALK-IN COOLER TEMPERATURE LOG

Date Shift (AM/PM) Temperature Employee Initials

 Sub Department of Food Production

Main Kitchen
In every hotel the kitchen is divided on the basis of their operations, size and
locations on a way be further sub divided into various sections. On the basis of
the cuisines or dishes prepared. The most important part of any hotel’s F & B
Production is the ‘Main Kitchen’.

The main kitchen is the largest kitchen in any hotel, where most of the food
handling and cooking take place. Therefore, this kitchen handles the basic cooking
like cooking of stocks, sauce, gravy, soups and other simple dishes which can be
produced in large quantities and be supplied to other satellite kitchens.

Bakery and Confectionery

A bakery is an establishment that produces and sells flour-based food baked in an
oven such as bread, cookies, cakes, pastries, and pies. Some retail bakeries are
also categorized as cafés, serving coffee and tea to customers who wish to
consume the baked goods on the premises. Confectionery items are also made in
most bakeries throughout the world.
Indian
1. Recipes and methods of preparation of Tandoori items, Banquet/A la
carte, Specialty restaurant.

2. Preparation of Indian gravies and marinades.

3. Co-ordination with butchery department for various cuts of meats

with required portions.

4. Energy expenditure and consumption.

5. Wastage control and pilferage.

6. Operation of special equipment and their utility.

7. Storage of different Indian items.

8. Basis of requisition of supplies

Garde-E-Manager
1. Preparation of meat trays, pates, galantines, salads, canapes, aspic and
other special specific presentations.

2. Ice carvings and butter sculptures.

3. Equipment’s used their upkeep and care.

4. Co-ordination with butchery and preparation of orders.

5. Classical appetizers prepared8. Basis of requisition of supplies.

Pantry

1. Preparation of cold sauces and salad dressings.

2. Preparation of sandwiches, burgers and fruit platters with accompaniments

and garnishes.

3. Preparation of cold soups, salads and fruit cocktails.

4. Arrangement of fruit basket of VIP’s and fruit displays for the buffet tables.

5. Location and utility of walk-in and reach in coolers.

6. Preparation of special hors d’ oeuvres.

7. Preparation of fresh fruit juices.

8. Types of cheese in use.

9. Preparation of pantry items for banquet functions.

10. Wastage control

11. Portion estimate for buffet.

12. Hygiene standards.

13. Consumption and cost of important items.

14. Storage of imported ingredients especially smoked salmon and cheese.

 Learning and Out Comes

• Learned tagging in Walk in

• Store pick up

• Learned to do different juices as per KOT

• Learned to make different types of starters

• Learned how to cut fish and chicken

• Learned how to refill buffet and maintain back up

• Learned how to make French fries, Potato wedges and different nuggets

• Leaned to set up breakfast Buffett

• Learned to set up the pasta counter

• Learned to handle live sandwich counter

• Learned to handle live omlate counter

• Learned to handle live pasta counter

 CONCLUSION
When I first began my industrial training but went by ever so quickly and have left
mecraving for much more. I would have to say that it is an absolutely fabulous part
of thecurriculum and perhaps will remain the most memorable one.

Needless to say, that this experience was a highly enriching and educative one as I went
on from one department to another and met and got the opportunity to train under
several highly respected senior respected professionals. I learnt that every individual is
different and that everyone has something unique to offer. I learnt that every job has its
nuances and its value and that no job is superior to the other. I learnt that on needs to
constantly improve and improvise. I learnt that this is just the beginning of a long road
ahead full of challenges. But I know that I will be able to run along because I have my
foundations firmly built in. I got the opportunity to continuously introspect and improve
as a budding professional and a human being. I will always look back at the time spent
here with fondness and with pride.

I am discovering everyday what hospitality is all about. The opportunity of being in a hotel
is priceless. It has been an amazing experience to contribute hands-on to different
activities at the property. Interning here definitely made me understand more about hotel
management, how to exceed guest’s expectations and how to work better in teams.

I cannot but thank all the people who have helped me in several different ways that will
go along way in facilitating the commencement of a wonderful journey.

THANK YOU