INDUSTRIAL TRAINING REPORT

ON

HOLIDAY INN KATRA

A project report Submitted to

HNB Garhwal University, Srinagar

IN PARTIAL FULFILLMENT OF THE REQUIRMENT
FOR THE AWARD OF
BACHELOR OF HOTEL MANAGEMENT
2022-2026
BY
ADNAM YOUSUF WAGAY
UNDER THE GUIDANCE OF
MR. VINAY NAUTIYAL
HOD

DEPARTMENT OF MECHANICAL ENGINEERING

ALPINE COLLEGE OF MANAGEMENT AND TECHNOLOGY

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 CERTIFICATE

This is to certify that the project work entitled "HOLIDAY INN KATRA"
submitted for the partial fulfilment of the bachelor in hotel management is
carried out in alpine college of management & technology, Dehradun, by "
ADNAM YOUSUF WAGAY " under my guidance and supervision during the
academic session 2021-25 and has not been submitted before for the award of
any diploma or degree of this or any other board/university. The project work is
ready for examination.

PLACE: Dehradun MR. VINAY NAUTIYAL

DATE:………….. HOD

AIMT, DEHRADUN

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 DECLARATION

I ADNAM YOUSUF WAGAY hereby declare that the project work entitled "
HOLIDAY INN KATRA" is carried out in the ALPINE COLLEGE OF
MANAGEMENT AND TECHNOLOGY, Dehradun under the guidance and
supervision of Mr. VINAY NAUTIYAL, HOD during the academic session 2022-
26 and has not been submitted before for the award of any diploma or degree of this
or any other university.

Place:…………………… Name and Signature of Candidate

Date:……………………

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 ACKNOWLEDGEMENT
No work of academic quality is ever exclusively the product of the individual whose name appears
on its cover page. Such ideas express by an author of literary work are formed and nurtured to
fruition through an interplay with, and support of the other personalities. The completion of this
work therefore has been the combined efforts of many. To these personalities and authors whose
ideas have been used in this report, I reserved a sincere thanks and appreciation.

I gratefully acknowledge the contribution of Mr. VINAY NAUTIYAL , faculty and in charge of
this project for various fruitful discussions and appreciate his intellectual worth and support and the
exacting supervision on the whole work and for the preparation of this report.

I also acknowledge the contribution of my all faculty member and AIMT and all my friend for their
kind support and faith in me.

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 CONTENTS

CHAPTER 1

INTRODUCTION

CHAPTER 2

PROFILE OF THE HOTEL

CHATER 3

FRONT OFFICE

CHATER 4

F&B SERVICE

CHATER 5

HOUSE KEEPING

CHATER 6

FOOD PRODUCTION

CHATER 7

CONCLUSION

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 COMPANY HISTORY

Kemmons Wilson, a resident of Memphis, Tennessee, was inspired to build a motel after being disappointed by the
poor quality of roadside accommodations during a family road trip to Washington, D.C.[4] During construction, the
name "Holiday Inn" was coined by Wilson's architect Eddie Bluestein as a joking reference to the 1942 musical film
Holiday Inn. Their first hotel/motel opened in August 1952 as "Holiday Inn Hotel Courts" at 4941 Summer Avenue in
Memphis, then the main highway (U.S. Hwy. 64/70/79) to Nashville. It was demolished in 1994.

Wilson partnered with Wallace E. Johnson to build additional motels on the roads entering Memphis.[5] In 1953, three
more Holiday Inns were built on U.S. 51 South, Highway 51 North, and U.S. 61.

By 1957 there were 30 Holiday Inns, and Wilson began marketing the chain as "Holiday Inn of America". There were
50 locations across the US by 1958, 100 by 1959, 500 by 1964, and 1000 in 1968.[6] A number of early locations
were franchised, some by the Albert Pick corporation of Chicago. Because a number of Albert Pick franchisees were
recommending customers to other Albert Pick hotels instead of to Holiday Inn, the Holiday Inn corporation enacted a
rule that franchisees could not own locations of another hotel as well as a Holiday Inn. This led to the Albert Pick-
franchised locations exiting the brand by the end of the 1950s. The rule on franchising remained until 1973, when a
franchisee was denied the rights to build a location in Newark, New Jersey because of this rule; the United States
District Court thus declared the rule a violation of a United States anti-monopoly law.[7]

In 1965, the chain launched Holidex, a centralized reservation system where a visitor to any Holiday Inn could obtain
reservations, by teleprinter, for any other Holiday Inn location. Promoting itself as "your host from coast to coast",
Holiday Inn added a call center after AT&T's introduction of 800 toll-free telephone number service in 1967.[8]
Holiday Inn opened their first campground, Trav-L-Park, in Angola, Indiana, in 1970.[9][10]

Branded as "The Nation's Innkeeper", the chain put considerable financial pressure on traditional motels and hotels,
setting the standard for competitors like Ramada Inn, Quality Inn, Howard Johnson's, and Best Western. By June
1972, with over 1,400 Holiday Inns worldwide, Wilson was featured on the cover of Time magazine and the
franchise's motto became "The World's Innkeeper".

In 1963, Holiday Inn signed a long-term deal with Gulf Oil where it agreed to accept Gulf credit cards to charge food
and lodging at all of its American and Canadian hotels, in return for Gulf building service stations on many Holiday
Inn properties, particularly near major U.S. and Interstate highways. The arrangement was copied by competing
lodging chains and major oil companies during the mid-to-late 1960s, but fell out of favor following the 1973 oil
crisis. The Gulf/Holiday Inn arrangement ended around 1982.

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In 1971, the company constructed the Holiday Inn University and Conference Center, a teaching hotel for training new
employees, in Olive Branch, Mississippi. In 1973, the company built the Olive Branch Airport north of the university
as a home base for its corporate aircraft.

The company later branched into other enterprises, including Medi-Center nursing homes, Continental Trailways,
Delta Queen, and Show-Biz, Inc., a television production company that specialized in syndicated country music
shows. Wilson also developed the Orange Lake Resort and Country Club near Orlando and a chain called Wilson
World Hotels. The company sold Trailways in 1979. As of 2014, Wilson's family still operates hotels as part of the
Kemmons Wilson Companies of Memphis.

HOTEL INFORMATION

Address: Railway Station, Katra, Jammu and Kashmir 182301

Phone: 080005 01933

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ROOM

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 HOLIDAY INN KATRA VAISHNO DEVI

Dining
Viva - A vibrant and a lively place, this all day-dining restaurant offers exquisite delicacies
from around the world. The restaurant offers breakfast lunch and dinner buffet apart
from the elaborate a la carte menu.
 Additional Amenities & Services
Fitness & Recreation
Gym is located on 05th Floor, equipment's available :- 1:- Treadmill 2:- Elliptical Fitness cross Trainer 3:- Spinner Ride Chain 4:- Spinner

Studio Console 5:- Discovery Multi- Adjustable bench 6:- Yoga Mat 7:- Fit ball Silver Boxed with pump

 Hours of Operation: 12:00 AM to 12:00 AM

Fitness Center Equipment:

 Elliptical Machines, Stationary Bicycle, Treadmill

Business Services
 On-Site Business Center

 Staffed Business Center

 Printer

 Copying

 Scanner

 Office supplies available

Housekeeping & Laundry

 Daily Housekeeping

 Weekly Housekeeping

 Full Service Housekeeping

 On-site Guest Self-Laundry Facilities

 Hours of Operation: 7:00 AM to 7:00 PM

 Dry Cleaning Pickup/Laundry Valet

 Same-Day Dry Cleaning

 Hours of Operation: 12:00 AM to 12:00 AM

Additional Features
 Wake Up Calls

 Prayer Mats Available

 Foreign Currency Exchange

 Doorman

 Baggage Hold

 Storage Space Available

 Doctor on Call

 Shoe Shine

Hotel Accessibility
Accessible Guest Room
Accommodations
 Guest Rooms

 Emergency Cord/Button in Bathroom

 Grab Bars and Tall Toilets Available

 Adequate Clear Turning Space in Bathrooms

 Handheld Shower with Hose

 Built-in Shower Transfer Seats

 Roll-in Showers

 Safety Bar in Shower

  Accessible Bathroom Controls

Accessible Parking Details

 Wheelchair Accessible Parking Spaces: 2

 Ramp Access to Hotel Restaurant

 Parking Drop Off Point is adjacent to entrance

Hospitality is a part of Tourism Industry, which helps in providing other services like
accommodation and food to the guests. Hospitality refers to an association between the
guest and the host, where the host welcomes the guest and makes sure that their stay is
pleasant.
This Unit explains the basic concepts of hospitality, various types of accommodation
facilities offered by Hospitality Industry and also gives a brief idea about the various
Guidelines for the Classification of Hotels in India. Last two sessions of this Unit focus on
front office and travel desk operations of hospitality industry.
The responsibility of the Customer Service Executive (Meet and Greet) involves making a
guest feel welcome and comfortable. The CSE must have attained training in the basic
aspects of hospitality starting from receiving the guests to escorting the guest to the airport.
The knowledge of hospitality would empower the Executive to provide quality and
standard services to their customers.
SESSION 1: TYPES OF ACCOMMODATION IN
TOURISM AND HOSPITALITY INDUSTRY
The professionals who are working in Tourism and Hospitality Industry must possess the
knowledge to understand the needs of the guests. They should work to fulfil their needs
and help in satisfying the guests; only then, the guests will take back fond memories and
share their good experience back at home.
Accommodation
Staying arrangements is one of the basic needs of tourists at the destination during their
trips. It is a type of residential establishment which provide boarding and lodging to the
travellers who stay away from their homes for more than a day and are in need of lodging
for sleep, rest, food, safety, shelter from cold temperatures or rain, storage of luggage and
access to common household functions.
Let us briefly consider the various types of accommodation which are broadly
classified into primary and secondary type.
Primary Accommodation

Hotel
A commercial establishment providing lodging, meals, and other guest services, is
termed as hotel. Thus, a hotel is a place where a bonafide traveller can get food and
accommodation where he is in a position to pay for it and is in a fit condition to be
received.
Today, hotels not only provide accommodation and meals but also offer a variety of
other services as per the needs of the guest. For example, many hotels offer a health
club, crèche, etc.
Types of hotels
Based on the facilities offered to the tourists, the hotels
are broadly classified into the following types.
International Hotels: They are the modern western style hotels, found mostly in metro
cities and at major tourist destinations and are located at prime locations in the city.
These hotels are classified on the basis of internationally accepted star grading which
ranges from one star to five stars. The grading is given to the hotel depending on the
facilities and services which the hotel provides. The facilities which are provided by the five
star are an information desk, conference centre,
travel desk, multi cuisine restaurants, banquet halls, room service, swimming pool,
gymnasium, health clubs, shopping arcades, beauty parlours, entertainment or cultural
programmes, etc.
Floating Hotels: These types of hotels are located on the surface of water such as the
sea, river, or lake. These hotels have facilities which are similar to a regular hotel. For
example: Houseboats of Kashmir and Kerala or old cruise liners which have been
converted into a hotel.
Commercial Hotels: These hotels are located mostly near the business or commercial
centres and mainly serve the business tourists, middle income tourists and their repeat
customers. Most of these hotels are equipped with parking space, restaurants, and
facilities for their business guests such as convention centres and meeting rooms.
Fig. 2.1 Kerala houseboat hotel, India

Fig. 2.2 Umaid bhawan palace, Jodhpur, India

Heritage Hotels: These are the old properties like castles, forts, palaces, and havelis
belonging to royalty which have been renovated and converted into hotels. Here, tourists
enjoy the majestic grandeur and splendour of the olden days. Some examples of heritage
hotels are Umaid Bhavan Palace in Jodhpur, Rambagh Palace in Jaipur, Shalini Palace
in Kolhapur, Lalitha Mahal in Mysuru and Sheesh Mahal in Orchha.
Resorts
Resort hotels are usually located in the mountains, on an island, or in some other exotic
locations away from cities like sea side, hill stations, wildlife sanctuaries, etc. These
hotels have recreational and relaxation facilities, scenery which includes indoor and outdoor
games like golf, tennis, sailing, skiing and swimming, gambling, spa, etc. Resort hotels
provide enjoyable and memorable guest experiences that encourage guests to repeat to the
resort.
Fig. 2.3 Dessert hut resort, Jaisalmer, India
Resorts can be of various types and can be classified on the basis of climate, and
topography. Broadly they are divided in the following categories:
Mountain and Hill Resorts
In India, almost all mountainous and hilly areas of India are dotted with places of tourist
interest. In the north are the Himalayan ranges, blessed with scenic beauty which is
beyond description. Besides, there are high hills in the northeast and in and around the
Nilgiris in the south. There are hill ranges of medium to low heights in the Western Ghats,
Vindhyas, Satpuras and the Aravalis in addition to isolated hillocks elsewhere. Hill resorts
are divided into following three categories according to their altitude:
resorts at great heights (between 2,100–3,500 meters above mean sea level)
hill resorts at medium altitudes (between 1,200 and 2,100 meters above mean sea level)
hill resorts at low altitudes (between 800 and 1,200 meters above mean sea level)
Ski or Winter Resorts
A winter or ski resort is developed in cold locations, mostly having snow for skiing,
snowboarding, and other winter sports. One can enjoy holidays in these winter resorts in
India and stay in the best winter resorts that offer ultimate luxury as well as some warm cozy
time with loved ones. Some examples of these are Grand Dragon (Laddakh), Avlan
(Mussoorie), Solang Valley (Manali), Kasauli Resort (Kasauli) and Savoy hotel (Ooty),
Auli (Uttarakhand), etc.
Beach Tourism or Sea-side Resorts
India’s long coastline of over 7000 Km from Kandla in Gujarat to Kolkata in West
Bengal and along the islands offers an opportunity for the promotion of beach tourism. A
number of beautiful beaches of Goa and that of Kovalam in Kerala are quite popular
with the tourists. There are vast stretches of shining golden sands of beaches at Chorwad
and Ahmedpur-Mandvi. The Maharashtra coast has eight small beaches from Mumbai’s
famous Juhu to Murud at a distance of 220 km. Goa’s 105 km long coastline has as
many as 40 beaches, out of which 12 are very popular with the tourists. Karnataka’s
beaches are at Mangalore and Karwar. The sun-swept Marina beach in Chennai (Tamil
Nadu) is the world’s second longest beach. It runs for a distance of 12 km from Chennai
harbour in the North to Santhome Church

Fig. 2.4 Beach tourism

in the South. Two beaches of Andhra Pradesh, namely Ramakrishna Mission and Rishi
Konda are located in close proximity of Vishakhapatnam. Orissa’s Gopalpur beach is
surrounded by sand dunes. Besides Puri and Konark, Chandipur near Balasore is known
for its 55 km recession of the tides each day at its head. Digha beach of West Bengal is
situated on the shores of Bay of Bengal. With a total length of 6 km, it is one of the
widest in the world amidst gently rolling sea and thick casuarinas forest on its two
sides.
All-season Resorts
These are located at any places of natural scenic beauty with food services and
amenities.
Supplementary and Secondary Accommodation
Supplementary accommodation plays a very important role in the total available tourist
accommodation in a country. This type of accommodation can cater to both international
as well as domestic tourist
traffic. The secondary accommodations are—
Motel
The concept of motel, a kind of hotel with parking, originated in the USA perhaps in the
year 1925 in San Luis Obispo, near Los Angeles. Since, the automobile trade was catching
up, there was discovered a need for hotel for drivers and this was called motel by an
architect developer, Arthur Heineman’ (An extract from the article
Smithsonianmag.com, December 12, 2016). Motel was meant for local motorists
and foreign tourists travelling by road. Primarily designed to serve the needs of
motorists, motels almost exclusively meet the demand for transit accommodation. The
services provided by motels include parking, garage facilities, accommodation,
restaurant facilities, public catering and recreational facilities. With a view to provide
the above services to the motorists, all the motels are equipped with filling stations,
repair services, accessories, garages, parking space, elevator service to the automobile
entrance, restaurants, etc. The Ministry of Tourism, Government of India, has developed
the guidelines to approve motels in India so that a set standard can be established.
Youth Hostels
Youth hostels made their first appearance in Germany in about 1900. In order to provide
some sort of accommodation and services, the dormitories in the inns were equipped
with cots, mattresses, sheets, and blankets. The youth hostel can be defined as a
building which offers clean, moderate, and inexpensive shelter to young
travellers
Fig. 2.6 (a) Youth hostel, Mussoorie, India

Fig. 2.6 (b) Camping

exploring their own country or other countries and travelling independently or in groups for
holiday or educational purposes.
Caravan and Camping Sites
These are very popular in some European countries as also in the United States. These
are also known as open air hostels, tourist camps or camping grounds. Camping,
originally practised by hikers on foot, is increasingly giving way to car camping. The
sites are usually located within the large cities in open spaces. Equipped to receive
mobile accommodation in the form of caravans, the camping sites provide facilities for
parking, tent-pitching, water, electricity, toilet, etc.

Bed and Breakfast (B&B) Establishments or Home-stays

A Bed and Breakfast (B&B) is an intimate, independently run lodging establishment,
where breakfast is included in the room rate. These are houses with rooms converted into
overnight facilities; this can have up to 1 to 10 guest rooms. They are also known as
‘Home Stays’. The owners of the B&B usually stay on the premises and are responsible
for serving breakfast to the guests.
Indian Tourism’s Home Stay Scheme is a golden opportunity for all those Apartment,
Bungalow, or Cottage owners who can provide accommodation and food facility to
domestic and international tourists. This scheme is based on India’s core philosophy
and tradition, Vasudhaiva Kutumbkam. This unique and profitable scheme will enable
the property owners to introduce tourists to the culture, cuisine, customs and lifestyle
of India. A home stay is similar in concept to that of a bed and breakfast
establishment. Guests are either accommodated in the family home, or in separate
quarters nearby. Nowadays, most home stays provide their guests with just as much
comfort as a reputable hotel. There are a number of reasons why staying at a home stay
can be preferable to staying in a hotel. These benefits are—distinctive and characterful
accommodations, personalised service, local knowledge, home cooked food, celebrating
festivals with local traditions, etc.
Forest Lodges
The rest houses at sanctuaries, which fill in the shortage of accommodation at such places,
are called Forest Lodges. The state concerned makes land available free of cost, provides
water and electricity connections and also undertake supporting construction for staff
quarters, garbage and dormitory for drivers. Their location is finalised with the concerned
ministry and State Forest Department. ITDC is entrusted with the responsibility for the
management of all the forest lodges. These lodges are very popular among nature tourists
who love wildlife as they provide a clear view of the forests to the residents from the
guest rooms. Examples of forest lodges are Kaziranga Wildlife Sanctuary in Assam,
Bharatpur Sanctuary in Rajasthan and others.
Circuit Houses
Circuit House is the accommodation for Government officers. There is one Circuit
House in each city or a small town in all the States of India. They may even be
called as Rest Houses. The rates charged are very minimal and differ in case of an official
trip or a personal stay. The rates are different for different parts of the country.
Other Types of Accommodations

Mansion
This type of accommodation is very popular in certain European countries mostly in
Austria, Italy and Germany or some of the African countries. It is a type of
guesthouse or B&B, where in addition to lodging and breakfast, guests are also offered
lunch and dinner. Pensions are usually family-run and cost less than other
accommodation options.
Inns
Inns is a concept that was first introduced by the Roman empire. It was a place for the
travellers to stay for the night, where they were provided with shelter, food and also
shelter for the horses. Inns are similar to the sarai in India that was prevalent during
that time.
Chalet
As defined by the Webster’s dictionary, it is ‘a wooden dwelling with sloping roof’ and the
floor edges go beyond the structure of the building found in Switzerland and the Alpine
region. They were originally used for dairy cattle during summer season but have been
converted to vacation homes for ski and hiking tourists nowadays.
Timeshare or Vacation Rentals
Another new type or segment of the hospitality industry is the timeshare hotels. These are
sometimes referred to as ‘Vacation-interval’ hotels. Timeshare hotels are the ones in
which the guests purchase the ownership
of accommodations for a specific period. These owners may also have the unit rented
out by the management company that operates the hotel. In a timeshare rental, the
vacation property is owned by the guest for a specific period which is same every year.
During the allotted time period, the guest has access to the property. For example, if Mr.
Gupta owns a two bedroom timeshare vacation home in Kerala for the last week of
January, he is guaranteed a stay every year during the same time. Looking at the growth
potential, The Ministry of Tourist, Government of India, has prepared guidelines for
approval and classification of time share resorts. They are classified in three subgroups
— 3 Star, 4 Star and 5 Star.
Capsule Hotels
These were first opened in Osaka, Japan in 1979. These hotels serve mostly the
business tourists. The rooms in the capsule are lined similar to that of a ‘double-
decker’, or sleeping compartment of an AC 2 tier train. Common washrooms, vending
machines and a lounge area are located on each floor. Facilities such as a bed, a
television, flexible lighting, a box for valuables, etc., are provided in each capsule
room.
FRONT OFFICE

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 INTRODUCTION
Front office is the most visible segment of any hotel industry which is strategically located at the
entrance of the hotel building within the high traffic lobby area. It is the first department noticed
by the guest. It is the department which is responsible for the sales of hotel rooms through
systematic method of reservation followed by the registration and assignment. It is attractively
design and systematically and sufficiently equipped to perform the necessary formalities relating
to arriving and departing guest.

The front office in a hotel holds a prime importance and view of the business of a hotel i.e. to sell
rooms. Revenue collected from the sales of room is very high. Since this is the only department
which has got first and last point of contact of every guest with the hotel.

INTERDEPARTMENTAL
COORDINATION
Interdepartmental coordination in the front office is crucial for the smooth operation and
seamless guest experience in a hotel. The front office interacts with various departments within
the hotel, and effective coordination ensures efficient communication, timely execution of tasks,
and resolution of guest needs or concerns

Here are some key aspects of interdepartmental coordination in the front office:

1. Reservations: The front office communicates with the reservations department to ensure
accurate and up-to-date information about room availability, rates, and guest preferences.
This coordination helps in managing bookings, handling reservation modifications, and
addressing any special requests made by guests.
2. Housekeeping: The front office and housekeeping department work closely together to
ensure timely preparation and cleanliness of guest rooms. This coordination involves
communicating room status, coordinating early check-ins or late check-outs, addressing
maintenance issues, and fulfilling guest requests for room amenities or supplies.
3. Guest Services: The front office collaborates with guest services or concierge department
to provide information, recommendations, and assistance to guests. This coordination
includes sharing details about local attractions, transportation options, dining
recommendations, and facilitating guest requests for various services such as
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 transportation arrangements, luggage handling, or tour bookings.
4. Accounting and Finance: The front office maintains regular communication with the
accounting and finance department to ensure accurate billing and payment processes.
This coordination involves sharing information about guest charges, posting transactions
to guest folios, reconciling accounts, and addressing any billing discrepancies or guest
inquiries related to payments.
5. Food and Beverage: If the hotel has a restaurant or dining facilities, the front office
coordinates with the food and beverage department to assist guests with dining
reservations, room service orders, or special requests for in-room dining. This
coordination ensures a seamless dining experience for guests and helps address any guest
concerns related to food or beverage services.
6. Sales and Marketing: The front office collaborates with the sales and marketing
department to promote hotel services, packages, and special offers to guests. This
coordination involves providing information about room availability, rates, and assisting
with guest inquiries related to promotional offers or loyalty programs.
7. Security: The front office maintains communication with the security department to
ensure the safety and security of guests and hotel premises. This coordination includes
sharing information about guest arrivals, departures, any security concerns or incidents,
and coordinating guest access to restricted areas or special events.

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HIERARCHY OF FRONT OFFICE
ROOMS
DIVISION
MANAGER

LOBBY
MANAGER

GUEST SERVICE
EXECUTIVE

GUEST SERVICE GUEST SERVICE

SUPERVISOR ASSOCIATE

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 JOB DESCRIPTION
FRONT OFFICE
MANAGER:

The Front Office Manager is responsible for overseeing the day-to-day operations of the front
desk and ensuring the smooth functioning of all front office activities. This includes managing the
front desk staff, coordinating guest services, handling reservations, and maintaining a high level
of customer satisfaction. The Front Office Manager plays a crucial role in creating a positive and
welcoming atmosphere for guests and ensuring a seamless experience from check-in to check-
out.

DUTY MANAGER

The Duty Manager is responsible for overseeing the overall operations of a business or
organization during their assigned shift. They are responsible for maintaining a safe and efficient
environment, handling customer inquiries and complaints, managing staff, and ensuring that all
operations run smoothly. The Duty Manager plays a crucial role in maintaining high-quality
service standards and customer satisfaction.

SPECIFIC RESPONSIBILITIES

Guest Check-in and Check-out: Ensure smooth and efficient check-in and check-out processes
for guests. Oversee the front desk staff to ensure they greet guests warmly, handle reservations
accurately, process payments, and provide necessary information about the hotel and its services

CASHIER
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The role of a Front Office Cashier is a key position within the front office department of a hotel
or similar establishment. The Front Office Cashier is responsible for handling financial
transactions, managing cash flow, and providing excellent customer service to guests. Their
primary focus is to ensure accurate and efficient processing of payments, maintain financial
records, and assist guests with any financial inquiries or needs. Some specific responsibilities of
a Front Office Cashier include:

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RECEPTION

The role of a receptionist is crucial in providing a positive and welcoming experience for guests
or visitors at the front desk of an organization. Receptionists serve as the first point of contact
and are responsible for handling inquiries, providing information, and directing individuals to
the appropriate resources within the organization.

CHECK – IN PROCEDURE

The check-in procedure in a hotel is an essential process that ensures a smooth arrival and registration
experience for guests. The specific steps may vary slightly depending on the hotel's policies and
systems in place. Here is a general outline of the check-in procedure in a hotel:

1. Guest Arrival and Greeting: As guests arrive at the hotel, the receptionist or front desk
staff warmly welcome them with a friendly smile and greeting. They may ask for the
guest's reservation details or name to locate their booking in the system.
2. Verification of Identification: The receptionist requests identification from the guest,
typically a valid government-issued ID or passport. This is to verify the guest's
identity and ensure that the correct person is checking in.
3. Confirmation of Reservation: The receptionist confirms the guest's reservation details,
including the check-in and check-out dates, room type, and any specific requests or
preferences mentioned during the booking process.
4. Registration Process: The receptionist presents a registration form or uses a computer
system to collect necessary information from the guest. This may include the guest's full
name, contact details, address, and payment method. If the guest has made a reservation
online or over the phone, the receptionist verifies the information provided.
5. Room Assignment: Based on the availability and the guest's preferences or room type
selection, the receptionist assigns a room and provides the room number to the guest.
They may also provide information about the location of elevators, amenities, and any
additional services available.
6. Explanation of Hotel Policies and Services: The receptionist informs the guest about the
hotel's policies, such as check-out time, breakfast timings, Wi-Fi access, parking
facilities, and any specific rules or regulations. They may provide a copy of the hotel's
terms and conditions for the guest's reference.
7. Issuance of Key Cards or Room Keys: The receptionist provides the guest with key
cards or physical keys to access their room. They explain how to use the keys and
provide instructions on operating elevators, accessing common areas, and using any
additional facilities or services.
8. Assistance and Information: The receptionist offers assistance to the guest by answering
any questions or concerns they may have. They provide information about nearby
attractions, dining options, transportation services, and any other relevant details that
may enhance the guest's stay.
9. Payment and Check-In Completion: If the guest has not already paid during the
reservation process, the receptionist collects the payment for the room, any additional
services, or incidental charges. They provide a receipt or invoice for the guest's
reference. If the guest has provided a credit card for a pre-authorization or deposit, the
receptionist explains the process and the amount that will be held.
 CHECK-OUT PRODEDURES

The check-out procedure in a hotel is the process by which guests formally complete their stay
and settle any outstanding charges. The specific steps may vary slightly depending on the
hotel's policies and systems in place. Here is a general outline of the check-out procedure in a
hotel:

Guest Initiation: Guests inform the front desk or reception about their intention to check out.
They may do this in person at the front desk or by notifying the hotel through other means, such
as a phone call or mobile app.

Verification of Identity: The front desk staff verifies the guest's identity by cross-checking it
with the information provided during check-in or by requesting identification, such as a valid
government-issued ID or passport.

Settlement of Charges: The staff reviews the guest's account to ensure that all charges are
accurate and accounted for. This includes room charges, additional services availed, and any
incidental expenses incurred during the stay.

Room Inspection: Depending on the hotel's policy, a staff member may visit the guest's room to
check for any damages or missing items. This ensures that the room is left in proper condition
and facilitates prompt resolution of any issues before the guest's departure.

Finalizing Payment: If the guest has not already settled the payment, the front desk staff
requests payment for any outstanding charges. This may include room charges, taxes, additional
services, or any other applicable fees. The staff provides an itemized bill or invoice for the
guest's review.

Return of Keys or Key Cards: The guest returns the room keys or key cards to the front desk.
This ensures that access to the room is no longer granted after check-out. Some hotels may
require guests to drop off the keys in a designated drop box or provide instructions for
returning them outside of operating hours.

Assistance with Luggage: If requested or arranged, the hotel staff assists the guest with their
luggage, either by providing a bellboy or offering a luggage storage service. They ensure that
the guest's belongings are safely stored or transferred according to the guest's instructions.

Check-Out Confirmation: The front desk staff confirms the completion of the check-out process
with the guest. They may provide a receipt or final invoice, indicating the settled charges and
any outstanding balance. The staff may also ask for feedback on the guest's experience and
address any concerns or questions the guest may have.
 BELL DESK CHECK-IN/ GUEST
ARRIVAL

Luggage Assistance: The Bell Desk staff greet guests upon their arrival and offer assistance with handling
their luggage. They help unload luggage from vehicles and transport it to the appropriate location, such as
the lobby or the guest's room.

Valet Parking: If the hotel offers valet parking services, the Bell Desk staff may assist guests by taking
their vehicles and parking them securely. They provide the guest with a ticket or receipt for the vehicle,
which can be retrieved upon request.

Escorting to the Front Desk: The Bell Desk staff may accompany guests to the front desk or reception
area to ensure a smooth transition from the arrival area. They help facilitate the check-in process by
providing any necessary information or documentation to the front desk staff.

Orientation and Hotel Information: While accompanying guests to the front desk, the Bell Desk staff can
provide a brief orientation about the hotel's facilities, amenities, and services. They may also inform
guests about dining options, spa services, recreational activities, and other relevant information.

Room Escort: After the check-in process is complete, the Bell Desk staff escort guests to their rooms.
They carry the guests' luggage and ensure that it is safely delivered to the assigned room. During the
escort, they may provide information about room features, explain the operation of key cards or locks,
and address any immediate questions or concerns.

Safety and Security: The Bell Desk staff are vigilant about the safety and security of guests and their
belongings. They maintain a watchful eye on the arrival area and report any suspicious activities or
unattended luggage to the appropriate hotel personnel.

Guest Requests and Assistance: While accompanying guests, the Bell Desk staff are available to address
any special requests or needs. This may include arranging for additional amenities, making reservations
for hotel services, or providing directions and recommendations for local attractions or restaurants.

Luggage Storage: If guests arrive before the check-in time or need to store their luggage after check-out,
the Bell Desk staff can assist by storing the luggage securely and providing a claim ticket for retrieval
later.
Concierge Services: In addition to assisting with check-in, the Bell Desk staff may also provide basic
concierge services. They can offer information and recommendations for local attractions,
transportation options, and other guest inquiries.

Communication and Coordination: The Bell Desk staff maintain effective communication and
coordination with other hotel departments, such as the front desk, housekeeping, and concierge. They
collaborate to ensure seamless guest experiences and promptly address any guest needs or concerns
 BELL DESK CHECK OUT/ GUEST
DEPARTURE

The role of the Bell Desk during guest check-out and departure from a hotel is to provide assistance and
ensure a smooth and efficient departure experience for guests. The Bell Desk staff typically assist with
luggage handling, transportation, and provide any necessary information or services requested by
departing guests. Some specific responsibilities of the Bell Desk during guest check-out and departure
include:

Luggage Assistance: The Bell Desk staff assist guests with handling their luggage during check-out.
They retrieve luggage from the guest's room or designated storage area and transport it to the departure
area, such as the lobby or vehicle.

Luggage Storage: If guests need to store their luggage after check-out, the Bell Desk staff provide secure
storage options. They issue a claim ticket or receipt to the guest for easy retrieval when needed.

Transportation Assistance: The Bell Desk staff can assist guests in arranging transportation to their next
destination. This may include hailing a taxi, calling a ride-sharing service, or arranging a hotel shuttle or
car service.

Valet Service: If the hotel offers valet parking, the Bell Desk staff retrieve the guest's vehicle upon
request and assist with loading luggage into the vehicle. They may also provide directions or
recommendations for the guest's departure route.

Information and Assistance: The Bell Desk staff are available to provide any necessary information or
assistance to departing guests. This may include answering questions about local attractions, providing
directions, arranging for airport transportation, or suggesting dining options for the guest's next
destination.
 WAKE UP CALLS

Wake-up calls are a service provided by hotels to assist guests in waking up at a designated time.
It ensures that guests do not oversleep and helps them start their day on time. The responsibility
of managing wake-up calls typically falls under the front desk or the communication department
of the hotel.

DISCREPANCY
a discrepancy refers to a situation where there is a difference or inconsistency between the guest's
expectation and the actual service or information provided by the hotel. Discrepancies can occur in
various aspects of the guest's stay, including reservations, room assignments, billing, amenities, or
service quality. Here are some common types of discrepancies in hotels:

Reservation Discrepancy: This occurs when there is a mismatch between the details of the guest's
reservation and the actual room availability or type. For example, if a guest reserved a non-smoking
room but is assigned a smoking room upon check-in, it creates a reservation discrepancy.

Room Condition Discrepancy: It refers to situations where the actual condition of the assigned room
differs from the guest's expectations or the information provided. This could include issues such as
cleanliness, maintenance problems, missing amenities, or incorrect room setup.

GROUP / CREW DISTRIBUTION

Group/Crew distribution refers to the process of assigning accommodations, such as rooms or

cabins, to groups or crews that are traveling together or working on a specific project. This is a
common practice in various industries, including hospitality, travel, transportation, and maritime
sectors. The goal of group/crew distribution is to efficiently allocate accommodations that meet
the specific needs and requirements of the group or crew members.

WORK PERFORMED BY ME:

Welcoming of the guest
Luggage Handling
Attending Guest Call in
House Wheel Chair
Assistance
Give a show Round of Property
F & B SERVICE

27 | P a g e
 DUTIES AND RESPONSIBILITIES
RESTAURANT MANAGER
The duties and responsibilities of a Restaurant Manager can vary depending
on the size and type of the restaurant, but generally, they encompass the
following:
Overall Operations Management: The Restaurant Manager is responsible for
overseeing the day-to-day operations of the restaurant. This includes
managing staff, ensuring the smooth functioning of all areas, and maintaining
high standards of service and customer satisfaction.
Staff Supervision and Training: The Restaurant Manager is in charge of
hiring, training, scheduling, and supervising the restaurant staff, including
servers, hosts/hostesses, bartenders, and support staff. They provide guidance,
set performance expectations, and address any performance or disciplinary
issues.
Customer Service: Ensuring excellent customer service is a key responsibility
of the Restaurant Manager. They interact with customers, address inquiries or
complaints, and strive to create a positive dining experience. They also train
and enforce customer service standards among the restaurant staff.
Financial Management: The Restaurant Manager is responsible for managing
the restaurant's budget and financial performance. This includes monitoring
costs, analyzing sales data, setting pricing strategies, controlling expenses,
and maximizing profitability.
Menu Development and Pricing: The Restaurant Manager collaborates with
the chef or kitchen staff to develop menus that align with the restaurant's
concept and target market. They analyze food costs, market trends, and
customer preferences to determine menu items and pricing strategies.
Inventory Management: Managing inventory levels, tracking stock, and
ensuring timely ordering of supplies are part of the Restaurant Manager's

28 | P a g e
responsibilities. They work closely with suppliers, control inventory costs,
and minimize waste.
Health and Safety Compliance: The Restaurant Manager ensures that the
restaurant meets health and safety regulations and follows proper sanitation
practices. They train staff on safety protocols, conduct regular inspections,
and address any health or safety concerns promptly

CAPTAIN
The role of a Captain in the restaurant industry typically refers to a
supervisory position within the front-of-house staff. The Captain is
responsible for overseeing the dining room operations and ensuring excellent
customer service. Here are the duties and responsibilities commonly
associated with the role of a Captain:
Customer Service: The Captain plays a crucial role in providing exceptional
customer service. They greet and welcome guests, assist with seating
arrangements, and ensure that guests' needs and requests are met throughout
their dining experience. The Captain addresses any customer concerns or
complaints and strives to create a positive and enjoyable dining atmosphere.
Staff Supervision: The Captain supervises and coordinates the activities of
the front-of-house staff, including servers, bussers, and hosts/hostesses. They
assign sections or tables to servers, provide guidance and support, and ensure
smooth communication and teamwork among the staff.
Training and Development: The Captain participates in training new staff
members and ongoing training initiatives. They familiarize new hires with the
restaurant's standards, policies, and service procedures. They also provide
coaching and feedback to the staff to enhance their performance and
customer service skills.

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Order Taking and Service: The Captain may take orders from guests,
especially for large or special parties, and relay them to the kitchen and bar
staff. They coordinate the timing of food and beverage service to ensure a
seamless and enjoyable dining experience for guests. The Captain also
monitors the service quality and efficiency, making adjustments as needed.
Table Management: The Captain oversees table assignments, reservations,
and seating arrangements. They ensure optimal utilization of tables and
manage wait times during peak periods. The Captain may also assist with
table setup, including arranging table settings, linens, and decorations.
Menu Knowledge: The Captain possesses in-depth knowledge of the menu
offerings, including food and beverage options, ingredients, and preparation
methods. They can answer guest inquiries, make recommendations, and assist
with menu customization or special requests.

STEWARD
The role of a steward in the hospitality industry typically refers to a staff
member responsible for maintaining cleanliness and organization in the food
and beverage service areas, such as restaurants, banquet halls, or catering
facilities. Stewards play a crucial role in ensuring a clean and safe
environment for guests and supporting the overall operations of the
establishment. Here are the typical duties and responsibilities of a steward:
Dishwashing and Cleaning: Stewards are responsible for washing and
sanitizing dishes, glassware, silverware, and other utensils used in food
service. They operate dishwashing equipment, follow proper cleaning
procedures, and ensure all items are thoroughly cleaned and ready for use.
Equipment Maintenance: Stewards are responsible for maintaining and
cleaning various kitchen equipment, including dishwashing machines,
steamers, ovens, grills, and other appliances. They ensure that equipment is

30 | P a g e
in good working condition, report any malfunctions or maintenance needs,
and follow proper safety procedures when handling equipment.
Cleaning and Sanitization: Stewards are in charge of maintaining cleanliness
and sanitation in the food preparation and service areas. They clean and
sanitize kitchen surfaces, countertops, floors, and other work areas to ensure a
hygienic environment. They also empty trash bins, dispose of waste properly,
and maintain cleanliness in dining areas and restrooms.

TRAINEE
A trainee in the hospitality industry refers to an individual who is undergoing
a period of training and development to acquire the necessary skills and
knowledge for a specific job role. Trainees are typically entry-level
employees or individuals who are new to the industry and are seeking
practical experience and on-the-job training. The duties and responsibilities
of a trainee can vary depending on the specific training program and the
department they are assigned to. Here are some common responsibilities of a
trainee:
Learning and Development: The primary responsibility of a trainee is to
actively participate in the training program and acquire the necessary
knowledge and skills related to their job role. This involves attending training
sessions, workshops, and on-the-job training activities.
Shadowing Experienced Staff: Trainees often shadow experienced employees
or supervisors to learn from their expertise and gain practical insights into job
responsibilities and tasks. They observe and assist in various activities to
understand the job requirements and expectations.
Following Instructions: Trainees are expected to follow instructions and
guidance provided by their trainers or supervisors. They should adhere to
established procedures, policies, and safety guidelines while performing their
duties.

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Assisting with Basic Tasks: Trainees may assist with basic tasks and
responsibilities related to their job role. This can include activities such as
data entry, filing, answering phone calls, preparing documents, or providing
support to other team members.
Building Knowledge and Skills: Trainees are encouraged to actively
participate in training activities and seek opportunities to enhance their
knowledge and skills. They may be required to complete assigned reading
materials, participate in group discussions, or undertake self-directed learning
to broaden their understanding of the industry and their job role.

CO-ORDINATING DEPARTMENTS
Coordinating departments in Food and Beverage (F&B) service is crucial to
ensure smooth operations and provide excellent customer service. The F&B
service department typically consists of various sub-departments, such as the
restaurant, bar, banquet, room service, and stewarding. Here are some key
aspects of coordinating these departments effectively:
Communication and Collaboration: Effective communication is essential for
coordinating departments in F&B service. Regular meetings and briefings
should be conducted to align goals, discuss upcoming events or promotions,
and address any operational issues. Strong collaboration among department
heads and staff members promotes synergy and ensures a seamless flow of
operations

32 | P a g e
 WORK PERFORMED BY ME

As a trainee in Food and Beverage (F&B) service, your role will involve learning and gaining practical
experience in various aspects of F&B operations. While the specific tasks may vary depending on the
establishment and training program, here are some common work activities performed by a trainee in
F&B service:
Greeting and Seating Guests: You may assist in welcoming and seating guests in the restaurant or other
F&B outlets. This includes providing menus, taking initial drink orders, and escorting guests to their
tables.
Assisting with Table Setup: Trainees often help with setting up tables, arranging table settings, folding
napkins, and ensuring the dining area is clean and organized before service.
Taking Orders: You may have the opportunity to take food and beverage orders from guests. This
involves listening attentively, noting down orders accurately, and conveying special requests or dietary
restrictions to the kitchen or bar staff.
Serving Food and Beverages: As a trainee, you may assist in serving dishes and beverages to guests,
ensuring proper presentation, accuracy, and timeliness. You'll learn to handle trays, deliver orders to the
correct tables, and address any additional needs or requests from guests.
Clearing and Resetting Tables: Trainees often assist in clearing tables, removing used dishes and utensils,
and resetting tables for the next guests. This includes quickly and efficiently cleaning tables, refilling
condiments, and replacing table linens if necessary.

BANQUET
Banquet service refers to the provision of food and beverage service for special
events, such as weddings, conferences, meetings, parties, and other large
gatherings. Banquet service often takes place in dedicated banquet halls, event
venues, or designated areas within hotels or restaurants. Here are the key aspects
and responsibilities involved in banquet service:
Event Planning and Coordination: Banquet service requires careful planning and
coordination to ensure the smooth execution of events. This involves working
closely with event planners, clients, or organizers to understand their requirements,
including the number of guests, event agenda, seating arrangements, menu
preferences, and any specific requests.

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DUTIES AND RESPONSIBILITIES
BANQUET MANAGER
The duties and responsibilities of a Banquet Manager may vary depending on
the size and scope of the banquet operation, as well as the specific
requirements of the venue or establishment. However, here are some common
responsibilities associated with the role of a Banquet Manager:
Event Planning and Coordination: The Banquet Manager is responsible for
coordinating and overseeing all aspects of the banquet events. This includes
collaborating with clients, event planners, or organizers to understand their
requirements, creating event proposals, finalizing contracts, and ensuring all
details are properly planned and executed.
Staff Management: The Banquet Manager oversees the banquet staff, which
may include banquet captains, servers, bartenders, and other support staff.
Responsibilities include recruiting, training, scheduling, and supervising the
banquet team to ensure they are well-prepared and equipped to provide
excellent service during events.
Menu Planning and Customization: Working closely with the culinary team,
the Banquet Manager participates in menu planning for banquet events. This
involves understanding client preferences, dietary requirements, and event
themes to customize menu offerings accordingly. The Banquet Manager
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ensures that the menu options are appealing, well-executed, and meet the
quality standards of the establishment.

CAPTAIN
The role of a Captain in the hospitality industry, particularly in the food and
beverage service, is crucial in ensuring smooth operations and delivering
excellent customer service. A Captain is a senior member of the service team
who oversees the dining experience and acts as a point of contact for guests.
Here are the duties and responsibilities typically associated with the role of a
Captain:
Guest Service: Captains are responsible for providing exceptional customer
service to guests. They greet guests, escort them to their tables, assist with
seating arrangements, and ensure that guests' needs and preferences are met
throughout their dining experience. Captains handle guest inquiries, resolve
complaints, and ensure guest satisfaction.

STEWARD
The role of a steward in the hospitality industry, particularly in the food and
beverage service, is vital in ensuring the cleanliness and smooth operation of
the dining area and supporting the service staff. Stewards are responsible for
various tasks related to maintaining cleanliness, organization, and efficiency
in the restaurant or banquet setting. Here are the duties and responsibilities
typically associated with the role of a steward:
Dishwashing and Cleaning: Stewards are responsible for washing dishes,
utensils, glassware, and other kitchen equipment using industrial dishwashers
or by hand. They ensure that all items are properly cleaned, sanitized, and
organized for use by the service staff.

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TRAINEE
A trainee in the hospitality industry, specifically in the food and beverage service, is an
individual who is undergoing on-the-job training to develop the necessary skills and knowledge
required for their specific role. Trainees typically work under the guidance and supervision of
experienced staff members or trainers. The duties and responsibilities of a trainee may vary
depending on the establishment and the specific training program, but here are some common
tasks and responsibilities:

Learning and Skill Development: The primary responsibility of a trainee is to actively participate
in the training program and acquire the necessary skills and knowledge related to their
designated role. This includes attending training sessions, workshops, and practical
demonstrations to learn about service techniques, product knowledge, standard operating
procedures, and customer service skills. Shadowing and Observation: Trainees often shadow
experienced staff members to observe and learn from their work. They closely observe the tasks and
responsibilities performed by their mentors, paying attention to details, techniques, and best practices.
This provides them with a practical understanding of the job and helps them develop a strong foundation.

Assisting the Service Team: Trainees may assist the service team in various tasks under the guidance of
experienced staff. This can include setting up tables, arranging tableware, preparing mise en place
(preparation of ingredients and equipment), and supporting the service staff during busy periods.

CO-ORDINATING DEPARTMENTS

Coordinating departments in a hospitality setting is essential to ensure smooth

operations, efficient communication, and a seamless guest experience. Effective
coordination involves collaboration, information sharing, and alignment of goals
and processes among different departments. Here are some key aspects of
coordinating departments in the hospitality industry:

Communication: Regular and clear communication is vital for effective

36 | P a g e
coordination. Departments need to communicate with each other to share
information, updates, and requirements. This can be done through various channels
such as meetings, email, phone calls, or digital collaboration tools. Effective
communication helps in coordinating tasks, addressing issues, and maintaining a
shared understanding of goals and expectations.

Interdepartmental Meetings: Holding regular meetings involving representatives

from different departments helps foster collaboration and coordination. These
meetings provide an opportunity to discuss ongoing operations, upcoming events,
challenges, and strategies. By sharing insights, updates, and concerns, departments
can work together to find solutions, streamline processes, and ensure a seamless
flow of operations.

Shared Goals and Objectives: Coordinating departments require a shared

understanding of the overall goals and objectives of the organization. Departments
should align their individual goals and tasks with the broader organizational
objectives. This helps in creating synergy, avoiding conflicts, and ensuring that all
departments are working towards a common purpose.

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HOUSEKEEPING

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 AN OVERVIEW

TYPES OF ROOM

S NO TYPE OF ROOM
1. Pet Friendly Room 3 (600 sq ft)
2. Deluxe Room 27 (570 sq ft)
3. Premium Room 24 (600 sq ft)
4. Aurika Suite 1 (1100 sq ft)

39 | P a g e
 HIERARCHY
EXECUTIVE
HOUSE KEEPER

ASSISTANT LAUNDARY
MANGER MANAGER

HOUSE KEEPING
EXECUTIVE

FLOOR
SUPERVISIOR

PUBLICE AREA
SUPERVISIOR

HOUSE
KEEPING
ASSOCIATE

40 | P a g e
 JOB DESCRIPTION
EXECUTIVE
HOUSEKEEPER
Job Description: Executive Housekeeper
Position: Executive Housekeeper Department: Housekeeping
Job Summary: The Executive Housekeeper is responsible for overseeing and managing the
housekeeping operations of a hotel or other hospitality establishment. They are responsible for
maintaining cleanliness, orderliness, and overall guest satisfaction in the hotel's guest rooms,
public areas, and back-of-house areas. The Executive Housekeeper ensures that high standards of
cleanliness and hygiene are maintained throughout the property while managing a team of
housekeeping staff.

HOUSEKEEPING EXECUTIVES / SUPERVISORS

Job Description: Housekeeping Executive/Supervisor
Position: Housekeeping Executive/Supervisor Department: Housekeeping
Job Summary: The Housekeeping Executive/Supervisor is responsible for assisting the Executive
Housekeeper in overseeing and managing the day-to-day housekeeping operations of a hotel or
other hospitality establishment. They play a crucial role in maintaining cleanliness, orderliness,
and guest satisfaction in guest rooms, public areas, and back-of-house areas. The Housekeeping
Executive/Supervisor leads a team of housekeeping staff and ensures that high standards of
cleanliness and hygiene are maintained throughout the property.

ROOM ATTENDANTS Job Description: Room

Attendant Position: Room Attendant Department:
Housekeeping
Job Summary: The Room Attendant plays a vital role in maintaining cleanliness, tidiness, and
overall guest satisfaction in the guest rooms of a hotel or other hospitality establishment. They
are responsible for providing a clean, comfortable, and welcoming environment for guests during

41 | P a g e
their stay. The Room Attendant ensures that all assigned guest rooms are cleaned and prepared
according to established standards and guidelines.

HOUSEKEEPERS REPORT
Cleaning and Maintenance:
Cleaned and tidied the guest room thoroughly, including dusting furniture, vacuuming carpets,
and mopping floors.
Made the beds with fresh linens and ensured that they were properly arranged.
Cleaned and sanitized bathroom fixtures, replenished towels, and restocked toiletries.
Checked for any damages or maintenance issues in the room and reported them to the
supervisor.
Inventory and Supplies:
Checked the inventory of cleaning supplies and amenities in the guest room.
Replenished supplies as needed, including towels, toiletries, and drinking glasses. Noted
any shortages or damages in the inventory and reported them to the supervisor. Guest
Requests and Communication:
Responded promptly and courteously to guest requests and inquiries.
Addressed any concerns or complaints raised by guests and took appropriate actions to resolve
them.
Noted any special requests or instructions from guests and ensured they were fulfilled.
Team Collaboration:
Worked collaboratively with other housekeeping staff to ensure smooth operations and guest
satisfaction.
Communicated effectively with supervisors and colleagues regarding room status, guest
requests, and any issues or concerns.
Additional Tasks:
Assisted with the collection and sorting of soiled linens and towels for laundry processing.
 LINEN ROOM

The Linen Room Attendant plays a crucial role in managing the inventory and distribution of
linens and other supplies for the housekeeping department of a hotel or other hospitality
establishment. They are responsible for receiving, storing, organizing, and distributing clean
linens, towels, and other housekeeping supplies. The Linen Room Attendant ensures that an
adequate supply of clean linens is available for use throughout the property.
Duties and Responsibilities:
Linen Inventory Management:
Receive and inspect incoming deliveries of clean linens, towels, and other housekeeping
supplies.
Count and record the quantity of items received, ensuring accuracy and completeness.
Organize and store linens and supplies in designated storage areas.
Maintain an organized inventory system, tracking the quantity and condition of linens.
Conduct regular inventory checks and report any shortages or damages to the supervisor.
Linen Distribution:
Prepare linen carts or trolleys with clean linens, towels, and amenities for distribution to
housekeeping staff.
Deliver linens to the appropriate floors and storage areas, ensuring timely and accurate
distribution.
Stock linen closets and housekeeping carts with clean linens and supplies as needed.
Monitor linen usage and replenish linens in guest rooms, public areas, and other designated
areas throughout the property.
Laundry Processing:
Sort and load soiled linens and towels into washing machines for laundry processing.
Operate laundry equipment according to established procedures and safety guidelines.
Monitor and adjust laundry cycles, ensuring proper cleaning and drying of linens.
Fold, stack, and store clean linens in an organized manner for easy access and distribution.
Linen Maintenance and Repair:
Inspect linens for stains, damages, or wear and tear. Separate
damaged or worn linens for repair or replacement.
Coordinate with the laundry or external vendors for the repair or replacement of damaged linens.
Housekeeping Support:
Assist housekeeping staff in retrieving and replenishing linens and supplies as needed.
Collaborate with other departments, such as housekeeping, front office, and maintenance, to
ensure smooth operations and guest satisfaction.
Health and Safety:
Follow health and safety regulations and guidelines when handling linens and supplies.
Adhere to proper handling and storage procedures for cleaning chemicals and equipment.
Maintain a clean and organized linen room, ensuring a safe working environment.

WORK PERFORMED BY ME
Room Cleaning: Assisting in cleaning and maintaining guest rooms according to established
standards, including making beds, dusting surfaces, vacuuming carpets, and cleaning bathrooms.
Linen Management: Assisting in the sorting, folding, and distribution of clean linens, towels,
and other supplies to the housekeeping staff and guest rooms.
Public Area Cleaning: Participating in the cleaning and maintenance of public areas such as
lobbies, corridors, elevators, and common spaces to ensure cleanliness and a welcoming
environment for guests.
Inventory Control: Assisting in monitoring and maintaining inventory levels of cleaning supplies,
amenities, and linens to ensure an adequate supply is available for daily operations.
Special Requests: Assisting in fulfilling guest requests for extra amenities, towels, or other
housekeeping-related items.
Reporting and Documentation: Assisting in completing housekeeping reports, including room
status reports, maintenance requests, and lost and found items.

CLEANING OF THE ROOM

Gather Cleaning Supplies: Collect all necessary cleaning supplies and equipment, including
cleaning solutions, microfiber cloths, mop, vacuum cleaner, and trash bags.
Knock and Announce: Knock on the guest's door and announce yourself as a housekeeping staff
member before entering the room. This is to ensure guest privacy and safety.
Remove Trash: Empty all trash cans and replace the trash bags. Dispose of the trash in
designated areas.
Strip and Replace Linens: Remove and strip the bed linens, including sheets, pillowcases, and
duvet covers. Replace them with fresh, clean linens. Inspect and address any stains or damages
on the mattress or pillows as necessary.
Dusting and Wiping Surfaces: Dust and wipe down all surfaces, including furniture,
countertops, shelves, and light fixtures. Use a microfiber cloth and appropriate cleaning
solutions for different surfaces.
Vacuuming and Mopping: Vacuum the carpeted areas, including under the bed and furniture, to
remove dust, dirt, and debris. If the room has hard flooring, mop it using a suitable cleaning
solution.

CLEANING OF BATHROOM
Gather Cleaning Supplies: Collect all necessary cleaning supplies, including gloves, cleaning
solutions (such as bathroom cleaner, disinfectant, and glass cleaner), scrub brushes, microfiber
cloths, mop, and a toilet brush.
Put on Protective Gear: Put on gloves to protect your hands from harsh cleaning chemicals and
potential germs.
Ventilate the Area: Open a window or turn on the bathroom fan to ensure proper ventilation
during the cleaning process.
Remove Trash: Empty the trash can and dispose of the trash in designated areas.
 WASH BASIN
Gather Cleaning Supplies: Collect all necessary cleaning supplies, including gloves, a bathroom cleaner or
disinfectant, a scrub brush or sponge, and microfiber cloths.
Put on Protective Gear: Put on gloves to protect your hands from harsh cleaning chemicals and potential
germs.
Clear the Area: Remove any items, such as soap dispensers or toothbrush holders, from the wash basin to
allow for easier access to clean all surfaces.
Pre-Rinse the Basin: Use warm water to pre-rinse the basin, removing any loose dirt, debris, or hair.
Apply Cleaner: Apply a bathroom cleaner or disinfectant directly to the basin surfaces. Pay special
attention to areas with visible stains, soap scum, or mineral deposits.

TUBE AND SHOWER

Cleaning a bathtub and shower is an essential part of maintaining cleanliness and hygiene in a
bathroom. Here is a general outline of the process for cleaning a tub and shower:
Gather Cleaning Supplies: Collect all necessary cleaning supplies, including gloves, a bathroom cleaner
or disinfectant suitable for tub and tile, a scrub brush or sponge, a grout brush (if applicable), and
microfiber cloths.
Put on Protective Gear: Put on gloves to protect your hands from harsh cleaning chemicals and potential
germs.
Pre-Rinse the Tub and Shower: Use warm water to pre-rinse the tub and shower area, removing any
loose dirt, hair, or debris.
Apply Cleaner: Spray the tub and shower surfaces with a suitable bathroom cleaner or disinfectant. Pay
special attention to areas with visible stains, soap scum, or mildew.
Let the Cleaner Sit: Allow the cleaner to sit on the surfaces for a few minutes to loosen dirt, stains, and
soap residue
 DUSTING
Dusting is an essential task in maintaining cleanliness and removing dust and allergens from
surfaces in various areas of a hotel or establishment. Here is a general outline of the process for
dusting:
Gather Cleaning Supplies: Collect all necessary cleaning supplies, including a duster or
microfiber cloth, a vacuum cleaner with a dusting brush attachment (if applicable), and any
specialized cleaning solutions for specific surfaces (if needed).
Start from Top to Bottom: Begin dusting at the highest point in the room and work your way
down to lower surfaces. This helps prevent dust from settling on already cleaned areas.
Dust Ceiling and Light Fixtures: Use a duster or a microfiber cloth to remove dust from ceiling
corners, light fixtures, ceiling fans, and any other elevated surfaces. If reachable, dust the tops
of furniture, cabinets, and shelves.
Dust Walls and Artwork: Gently dust the walls, paying attention to any visible dust or cobwebs.
Take care when dusting around artwork or photographs to avoid damaging them.
Dust Furniture: Dust all furniture surfaces, including tables, chairs, desks, nightstands, and other
pieces. Use a duster or microfiber cloth to remove dust from the tops, sides, and legs of furniture
items.

TURN DOWN THE BED

Turning down the bed" refers to the process of preparing a bed for sleep or rest by adjusting and
arranging the linens and pillows. Here is a general outline of the process for turning down the
bed:
Gather Supplies: Collect the necessary supplies, including fresh linens (such as sheets,
pillowcases, and duvet covers), additional pillows, a bedspread or blanket, and any decorative
elements like bed runners or cushions.
Wash Hands: Before handling the bed linens, ensure that you wash your hands thoroughly to
maintain cleanliness.
Remove Used Linens: Strip the bed by removing any used or soiled linens, including sheets,
pillowcases, and any additional covers or blankets.
Smooth Mattress: Smooth out the mattress and ensure it is clean and free of debris. You may use
a mattress protector or pad if required.
Prepare Bottom Sheet: Start by placing the fitted sheet on the mattress, ensuring it fits snugly
and is evenly distributed. Tuck the sheet tightly under the mattress corners.
FOOD PRODUCTION
HIERARCHY
 INTRODUCTION

Food production department is responsible for the actual preparation of food items and F&B
service department systematically serve food from the kitchen to the customer’s table as per their
choice or order.

Food production in catering term simply refers to the food preparation and control. The kitchen is
a place where food is prepared. In a hotel or in restaurant a special room is used for food
preparation and is known as kitchen. In outside catering it is a place assigned for food
preparation like in trekking, rafting, and etc. The word “kitchen” comes from French word
"cuisine”, which means art of cooking or food preparation in the kitchen. In modern hotel
management cuisine refers, to the art of cooking and style of service. Kitchen is the central point
of all the hotel and restaurant where food is prepared. It is also known as the “heart of hotel”. The
main purpose of kitchen is to produce right quantity and quality of food at the best standard for
required number of client/guest.
 JOB DESCRIPTION

EXECUTIVE CHEF
He is a person of authority and responsible for the food production areas and for the welfare of
the department. He is also known as commander of the kitchen department as he is the key man
of the food production management. The exact description of his/her job will vary according to
the size and type of establishment. In small operation the term Head Chef may be used to
describe his/her involvement in administrative work and active culinary duties carried out by the
head chef.

SOUF CHEF
 Represents the executive chef in his absence
 Makes the duty roster of the kitchen staff
 Responsible for proper staff rotation and record of absenteeism
 Acts as a liaison between executive chef and the kitchen staff
 Ensures smooth flow of dishes from the kitchen
 Reports to the executive chef

CHEF DE PARTE
Partie in French means ‘part’, or a section. Kitchen department is divided into sections and a
chef de partie is assigned to each section. Each chef de partie is specialized in their profession,
and they are backbone of the kitchen department. They are in charge and responsible to the
respective sections. They manage their sections independently and delegate the work to demi-
chef de partie and commis under their supervision. The parties system or division of labor under
the specialized job was developed by Mr. Escoffier, which still in practice. His/ her duties
include
 Reports to the executive chef and sous chef
 Responsible for food production and waste in his area
 Trains and supervises personnel in his section
 Assures conformance of all food production to the standard
  Controls usage, eliminates wastage with a view to minimize food cost
 Maintains a high standard of cleanliness in his section
 Co-ordinates with the other section of the kitchen and all kitchen personnel

COMMIS
a. The chef de parties are assisted by commis and assistants. They follow instructions from
their chef de partie and help them in preparing and cooking dishes. The number of
commis may vary with the volume of work. The first commis are usually capable of
taking out the responsibility of chef de parties in their absences. They have the
knowledge of main dishes and their names in various languages. They have the ability to
use kitchen equipment and good knowledge of hygiene. Second commis and third
commis are young cooks. His/her duties states as bellows:-
 Responsible to all the chefs in the kitchen
 Responsible for the actual preparations of all food items, their accompaniments etc.
 Prepares the mise-en-place (pre-preparation) of his section

APPRENTICE COOKS
Apprentice cooks, also known as culinary apprentices, are individuals who
are in the early stages of their culinary careers and are undergoing training
and development in a professional kitchen. They work under the guidance
and supervision of experienced chefs and culinary professionals to learn and
acquire the necessary skills and knowledge in the culinary arts. Here are some
of the typical duties and responsibilities of apprentice cooks:
Assisting in Food Preparation: Apprentice cooks assist in various food
preparation tasks, such as peeling, chopping, slicing, and dicing ingredients.
They may also be involved in marinating, seasoning, and portioning
ingredients according to recipes.
 THE KITCHEN SUBDIVISIONS
In a professional kitchen, there are various subdivisions or sections, each
with its specific responsibilities and functions. The specific subdivisions
can vary depending on the size and type of the establishment, but here are
some common ones:
Executive Chef/Head Chef: The executive chef or head chef oversees the
entire kitchen operation, including menu planning, recipe development,
kitchen staff management, and maintaining quality standards.
Sous Chef: The sous chef is the second-in-command in the kitchen and
assists the executive chef in managing the kitchen. They oversee food
preparation, supervise the line cooks, coordinate timing, and ensure the
smooth running of the kitchen.
Pastry Chef/Pastry Section: The pastry chef or the pastry section is
responsible for creating and preparing a variety of baked goods, desserts, and
pastries. They specialize in techniques such as baking, pastry making, and
dessert presentation.
Garde Manger/Cold Kitchen: The garde manger section is responsible for
preparing cold dishes, salads, hors d'oeuvres, and buffet items. They also
handle the preparation and presentation of cold sauces, dressings, and
garnishes.
Hot Line/Sauté Station: The hot line or sauté station is responsible for
cooking and preparing hot dishes to order. This section typically includes
sauté pans, stovetops, and grills, where dishes like stir-fries, grilled meats,
and sautéed vegetables are prepared.
Grill Station: The grill station is dedicated to grilling and broiling various
meats, seafood, and vegetables. The grill cook ensures proper cooking
temperatures, grill marks, and desired doneness.
Fry Station: The fry station is responsible for deep-frying foods like
French fries, tempura, fried chicken, and other fried items. The fry cook
ensures proper frying techniques, maintaining oil temperature, and crispy
texture.
Sauce/Saute Station: The sauce or sauté station is responsible for preparing
and finishing sauces, sautéed dishes, and pan-seared items. This section
requires quick cooking skills and attention to detail.
Expeditor/Pass: The expeditor or pass is the central point of communication
between the kitchen and the service staff. They ensure that all dishes from
different sections are plated correctly, garnished, and timed properly before
being sent to the dining area.
Dishwashing Area: The dishwashing area is responsible for cleaning and
sanitizing dishes, utensils, pots, and pans used in the kitchen. This area plays
a vital role in maintaining cleanliness and hygiene in the kitchen.

INTERDEPARTMENTAL
RELATIONSHIP

Interdepartmental relationships refer to the interactions and collaborations between

different departments within an organization. Building strong interdepartmental
relationships is crucial for effective communication, coordination, and overall
success of the organization. Here are some key aspects of interdepartmental
relationships:
Communication: Clear and open communication is essential for fostering positive
relationships between departments. Effective communication channels, such as
regular meetings, email correspondence, or digital collaboration tools, should be
established to ensure smooth information flow between departments.
Collaboration: Departments often need to work together on projects, initiatives, or
solving problems. Encouraging collaboration and teamwork helps departments
leverage their strengths and expertise, leading to improved outcomes. Cross-
functional teams or task forces can be formed to tackle complex projects that
require input from multiple departments.
Shared Goals and Objectives: Departments should align their goals and objectives
with the overall organizational goals. When departments understand how their
individual efforts contribute to the larger picture, it fosters a sense of unity and
encourages cooperation and support among teams.
Mutual Respect: Establishing a culture of mutual respect and appreciation for the
expertise and contributions of other departments is vital. Each department plays a
unique role in the organization, and acknowledging and valuing their contributions
creates a positive work environment.
Conflict Resolution: Conflicts may arise between departments due to differences in
priorities, resources, or communication breakdowns. It is important to address
conflicts promptly and facilitate constructive dialogue to find mutually beneficial
solutions. Mediation or involving a neutral third party may be necessary in more
complex or persistent conflicts.
Information Sharing: Departments should share relevant information and updates
with each other to foster transparency and facilitate informed decision-making.
Sharing insights, data, and best practices across departments can lead to
innovation, process improvement, and overall organizational growth.
OTHER DEPARTMENTS

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 TRAINING ASPECTS
 AIM AND OBJECTIVE OF TRAINING 
The aim and objectives of training can vary depending on the specific context and
industry. However, in general, the aim of training is to enhance the knowledge,
skills, and abilities of individuals or teams in order to improve their performance
and effectiveness in the workplace. Here are some common objectives of training:
Enhancing Job-specific Skills: Training aims to provide individuals with the
necessary knowledge and skills to perform their job duties effectively. It focuses on
improving technical skills, job-specific competencies, and understanding of
relevant processes and procedures.
Developing Soft Skills: Training also targets the development of soft skills, such as
communication, teamwork, leadership, problem-solving, and time management.
These skills are essential for effective collaboration, customer service, and personal
growth.
Increasing Productivity and Efficiency: Training programs often aim to increase
productivity and efficiency by equipping employees with improved skills and
knowledge. This may include training on time-saving techniques, process
optimization, or using technology more effectively.
Enhancing Safety and Compliance: Many industries have specific safety
regulations and compliance requirements. Training aims to educate employees on
safety protocols, best practices, and legal requirements to ensure a safe working
environment and adherence to regulations.
Promoting Employee Engagement and Satisfaction: Training initiatives can
contribute to employee engagement and job satisfaction by providing opportunities
for growth, development, and advancement. When employees feel supported and
invested in, they are more likely to be motivated and satisfied in their roles.

 IDENTIFY STRENGTHS AND WEAKNESSES 

57 | P a g e
To identify strengths and weaknesses, it is important to conduct a thorough
assessment of oneself, a team, or an organization. Here is a general approach to
identifying strengths and weaknesses:
Self-Reflection: Take time to reflect on your own skills, knowledge, and abilities.
Consider your areas of expertise, things you excel at, and tasks that come naturally
to you. These are likely to be your strengths. On the other hand, identify areas
where you may struggle, lack confidence, or need improvement. These can be seen
as your weaknesses.
Feedback and Assessment: Seek feedback from others, such as supervisors,
colleagues, or mentors, to gain different perspectives on your strengths and
weaknesses. They can provide valuable insights based on their observations and
experiences working with you. Additionally, consider using self-assessment tools
or performance evaluations to gather objective feedback.
SWOT Analysis: Conduct a SWOT analysis (Strengths, Weaknesses,
Opportunities, and Threats) for a team or organization. This involves assessing
internal factors (strengths and weaknesses) and external factors (opportunities and
threats) that impact the team or organization's performance. Strengths and
weaknesses can be identified by evaluating internal resources, capabilities, and
areas for improvement.
Performance Data and Metrics: Review performance data, metrics, and key
performance indicators (KPIs) to identify patterns and areas of strength or
weakness. Analyze quantitative data related to productivity, customer satisfaction,
sales performance, or any other relevant metrics to assess performance.
Benchmarking: Compare your performance, skills, or abilities to industry or market
standards. This can help identify gaps or areas where improvement is needed.
Benchmarking can be done by researching best practices, industry standards, or by
comparing performance to competitors or similar organizations.

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 DISCIPLINE 

Discipline in the context of a hotel refers to the enforcement of rules, policies,

and standards to maintain order, ensure guest satisfaction, and promote a
positive work environment. Here are some key aspects of discipline in a hotel
setting:
Guest Service Standards: Hotels have specific service standards that outline
the expected behaviors and interactions with guests. Discipline is necessary
to ensure employees adhere to these standards consistently. This includes
maintaining a professional demeanor, delivering excellent customer service,
and addressing guest complaints or issues promptly and effectively.
Employee Conduct: Hotels have policies and codes of conduct that govern
employee behavior and professionalism. Discipline is required to enforce
these policies and address any violations. This may include issues related to
attendance, dress code, personal hygiene, use of company resources, ethical
conduct, and confidentiality.
Compliance with Procedures: Discipline is necessary to ensure employees
follow established procedures and protocols in various hotel departments,
such as front office, housekeeping, food and beverage, and security.

 SPEED 
Speed in the context of a hotel can refer to the efficient and timely execution
of tasks and services. It plays a crucial role in meeting guest expectations,
maximizing productivity, and ensuring smooth operations. Here are some
areas where speed is important in a hotel:
Check-in and Check-out: Guests expect a quick and hassle-free check-in and
check-out process. Speed is essential in completing necessary paperwork,
verifying guest information, assigning rooms, and processing payments
efficiently. This helps provide a positive first and last impression for guests.
 FLEXIBILITY 
Flexibility in the context of a hotel refers to the ability to adapt and respond
to changing circumstances, guest needs, and operational demands. It is an
important characteristic that allows hotels to provide exceptional service and
maintain a competitive edge. Here are some key aspects of flexibility in a
hotel:
Guest Service: Flexibility in guest service involves accommodating specific
guest requests and preferences. This could include adapting room
arrangements, providing customized amenities, or offering alternative options
to meet individual guest needs. Being flexible in anticipating and fulfilling
guest expectations enhances guest satisfaction and loyalty.
Shift Scheduling: Hotels operate around the clock, and flexibility in shift
scheduling is crucial to ensure adequate staffing coverage at all times. This
includes accommodating staff availability, handling shift changes, and having
contingency plans for unexpected situations or increased workload during
busy periods.

 INITIATIVE 
Initiative in the context of a hotel refers to the proactive and self-motivated
behavior of employees to take action and make independent decisions in the
best interest of the hotel and its guests. It involves going beyond assigned
tasks, identifying opportunities for improvement, and taking responsibility for
one's own work. Here are some key aspects of initiative in a hotel:
Proactive Guest Service: Employees who demonstrate initiative take the
initiative to anticipate and fulfill guest needs before they are explicitly
expressed. They actively seek opportunities to exceed guest expectations,
provide personalized service, and anticipate potential issues or requests.
Problem Solving: Initiative involves taking ownership of problems or
challenges that arise and actively seeking solutions. Employees who show
initiative don't wait for instructions but take proactive steps to address issues,
find creative solutions, and make informed decisions to resolve problems.

 MOTIVATION
Motivation in the context of a hotel refers to the internal drive and enthusiasm that
inspires employees to perform their best, achieve their goals, and contribute
positively to the hotel's success. Motivated employees are more engaged,
productive, and committed to delivering exceptional service. Here are some key
aspects of motivation in a hotel:
Recognition and Rewards: Recognizing and rewarding employee efforts and
achievements is an effective way to motivate individuals. This can include verbal
praise, performance-based bonuses, incentives, employee of the month programs,
or career advancement opportunities. Feeling valued and appreciated encourages
employees to continue performing at their best.
Training and Development: Providing opportunities for training, professional
growth, and skill development can motivate employees. Offering workshops,
seminars, mentoring programs, and cross-training opportunities not only enhances
their abilities but also shows a commitment to their career advancement and
personal growth.
Clear Goals and Expectations: Setting clear and achievable goals for employees
helps provide direction and motivation. When employees understand what is
expected of them and have a clear vision of their responsibilities and targets, they
are more motivated to work towards those goals and strive for success.

 INSPIRATION
Inspiration in the context of a hotel refers to the act of motivating and energizing
individuals to go above and beyond, think creatively, and contribute their best
efforts towards achieving the hotel's goals. It involves instilling a sense of passion,
purpose, and enthusiasm among employees to excel in their roles and deliver
exceptional service. Here are some key aspects of inspiration in a hotel:
Leading by Example: Hotel leaders who embody passion, dedication, and a strong
work ethic can inspire employees through their actions. By demonstrating
excellence in their own roles, leaders become role models and inspire others to
follow suit.
Vision and Purpose: A clear and compelling vision for the hotel, communicated
effectively to employees, can inspire them to understand the bigger picture and
their role in achieving it. When employees feel connected to a shared purpose and
understand how their contributions make a difference, they are motivated to excel.
Sharing Success Stories: Sharing success stories and recognizing exceptional
performances can inspire and motivate employees. Celebrating achievements, both
big and small, fosters a positive and inspiring environment, showcasing the
possibilities and the rewards of hard work and dedication.
Encouraging Creativity and Innovation: Inspiring employees to think creatively
and contribute innovative ideas can lead to new and improved ways of delivering
services and enhancing the guest experience. Encouraging a culture of
experimentation and providing a platform for sharing and implementing innovative
ideas can inspire employees to think outside the box.
Professional Development and Growth: Inspiring employees to continually develop
their skills and pursue personal and professional growth can create a sense of
excitement and inspiration. Offering training programs, mentorship opportunities,
and career advancement pathways can show employees that the hotel invests in
their development and values their potential.
 DETAILED TRAINING EXPERIENCE
HOUSEKEEPI
NG
Orientation and Introduction: The training program begins with an orientation
session that familiarizes trainees with the hotel's policies, procedures, and
organizational structure. They learn about the importance of housekeeping in
maintaining cleanliness, hygiene, and guest satisfaction.
Departmental Overview: Trainees receive a detailed overview of the
housekeeping department's functions, responsibilities, and interdepartmental
relationships. They learn about the roles and responsibilities of various
positions within the department, such as room attendants, housekeeping
supervisors, and housekeeping executives.
Housekeeping Standards and Procedures: Trainees are trained on the hotel's
housekeeping standards and procedures. This includes learning about the
proper cleaning techniques, use of cleaning equipment and chemicals,
handling of guest belongings, linen and laundry management, and adherence
to safety and security protocols.
Room Cleaning and Inspection: Trainees receive hands-on training in the
process of cleaning guest rooms. They learn the step-by-step procedures for
making beds, dusting, vacuuming, mopping, cleaning bathrooms, restocking
amenities, and ensuring the overall cleanliness and presentation of the room.
They also learn how to conduct room inspections to ensure quality standards
are met.
FOOD PRODUCTION
Culinary Fundamentals: The training program typically starts with an
introduction to culinary fundamentals, including basic cooking techniques,
knife skills, food safety and sanitation, and culinary terminology. Trainees
learn about the importance of quality ingredients, flavor profiles, and proper
food handling practices.
Menu Knowledge: Trainees are trained on the hotel's menu offerings,
including understanding the different types of cuisine, dish specifications, and
portion sizes. They learn about menu planning, recipe development, and the
importance of menu variety and seasonal ingredients.
Food Preparation and Cooking Techniques: Trainees receive hands-on
training in food preparation and cooking techniques. They learn about various
cooking methods such as grilling, sautéing, roasting, braising, and baking.
They acquire skills in preparing different types of dishes, including
appetizers, soups, salads, main courses, and desserts.

FRONT OFFICE
Introduction to Front Office Operations: Trainees receive an introduction to
the Front Office department, its role within the hotel, and its importance in
delivering exceptional guest service. They learn about the department's
structure, functions, and its interdepartmental relationships.
Reservation Management: Trainees are trained on the reservation
management system used by the hotel. They learn how to handle guest
inquiries, make room reservations, process cancellations and modifications,
manage room availability, and maintain accurate guest records.
Guest Registration and Check-in: Trainees learn the procedures for guest
registration and check-in. They learn how to greet guests, verify
identification,
collect necessary information, assign rooms, issue key cards, and provide a
warm and efficient check-in experience.
Guest Services: Trainees receive training on providing excellent guest
services. They learn how to handle guest requests, assist with luggage,
provide information about hotel facilities and services, and address any guest
concerns or issues in a prompt and professional manner.
Cash Handling and Billing: Trainees are trained in cash handling procedures,
including handling guest payments, processing credit card transactions, and
maintaining accurate billing records. They learn about hotel accounting
practices, ensuring accuracy and confidentiality in financial transactions

FOOD AND BEVERAGE SERVICES

Introduction to F&B Services: Trainees receive an introduction to the F&B

department and its role in delivering exceptional dining experiences. They
learn about the department's structure, functions, and its relationship with
other hotel departments.
Menu Knowledge and Presentation: Trainees are trained on menu knowledge,
including understanding the various types of cuisine, dish descriptions, and
menu offerings. They learn about menu planning, menu engineering, and the
art of menu presentation to enhance guest experiences.
Service Standards and Etiquette: Trainees learn about service standards,
including table etiquette, proper grooming, and personal presentation. They
understand the importance of professionalism, attentiveness, and providing a
warm and welcoming atmosphere for guests.
Table Setup and Service: Trainees receive training on table setup techniques,
including linen placement, cutlery arrangement, glassware placement, and
table decoration. They learn the proper steps for welcoming guests, taking
orders, serving food and beverages, and clearing tables.
Beverage Knowledge and Service: Trainees gain knowledge about various
types of beverages, including alcoholic and non-alcoholic options. They learn
about wine service, cocktail preparation, proper glassware usage, and
beverage pairing recommendations to enhance the dining experience.
Order Taking and POS Systems: Trainees are trained on order-taking
procedures and the use of point-of-sale (POS) systems. They learn how to
accurately record guest orders, process payments, and generate bills. They
understand the importance of attention to detail and accuracy in order
management.
REFERENCES

https://classicalsymphonies.fandom.com/wiki/Sarovar_Hotels_%26_Resorts
https://en.wikipedia.org/wiki/Sarovar_Hotels_%26_Resorts