BACHELORS DEGREE IN HOSPITALITY STUDIES

INDUSTRIAL TRAINING

AT

“ THE OBEROI HOTEL, MUMBAI ”

SEMESTER III

2019 – 2020

SUBMITTED BY –

MASURKAR PRANALI KISHOR

IHM AHMEDABAD,

III SEMESTER -B.SC HOSPITALITY AND HOTEL

ADMINISTRATION

ROLL NO -1841106126
 INDEX

PAGE
SR.NO SR.NO NO.

1 ACKNOWLEDGEMENT 1

2 METHODOLOGY 2

3 SYNOPSIS 3

4 INTRODUCTION OF HOTEL 4 - 24

5 HOTEL HIERARCHY 25 - 26

6 DEPARTMENTS 27 - 88

7 EXPLORING MUMBAI 89 - 94

8 TRAINING SCHEDULE 95

9 TRAINING EXPERIENCE 96

10 CONCLUSION 97
 ACKNOWLEDGEMENT

I MS.PRANALI . KISHOR . MASURKAR would

like to thank my college as well as to my training &
placement department and my college principal DR. J.K.
MANGARAJ for giving me opportunity to start my industrial
training from THE OBEROI HOTEL, MUMBAI.

I would like to thank to my hotel training and learning

department manager for giving me the opportunity to work
in there organization. I would also like to thank all the
departments senior and junior staff for supporting me during
my training period. Especially Chef Ruchita, Chef Veena,
Chef Vikrant, Chef Ashish thank you so much to be in my
hard times and always encouraging me for my work and
improve my attitude towards people. I would also like to say
Thank you to Savio sir and Amit senior for not letting me to
give up for anything. Because of this Industrial Training I
have gained some theory and practical knowledge about all
the departments.

3
 METHODOLOGY

In the course of preparing this Industrial Training

Report at THE OBEROI HOTEL, MUMBAI. I„ve gained
information during my training period in consultation with
the employees of THE OBEROI HOTEL, MUMBAI.

To prepare this report I‟vereferred the official website of

hotel i.e www.oberoihotels.com and took some help from
my colleagues, the senior & junior staff of the hotel. While
preparing this report I have come to know about how it‟s
different from other hotels and what are the mission and
vision.

4
 SYNOPSIS
This report will go through various departments of
hotel and will give you through information on analysis of
various departments, I„ve worked in. This department
includes Food Production, Food & Beverages, Front
office and Housekeeping. It also contains some extra
information about other department which work in back of
the hotel.

This Industrial Training Report is based on my

experiences during my training period. The first part speaks
about the hotel. The second part speaks about the
functioning of various departments of hotel. The third part
speaks about the department ,summary and their
functioning & my training experiences.

5
 INTRODUCTION TO HOTEL

Our story wrote its early chapters in 1934 in Shimla where Mr. M.S. Oberoi pioneered
the idea of luxury hospitality in India by opening his first hotel. The lessons self-taught,
the inevitable mistakes made, the wisdom gained, the prestigious awards won. All have
formed the compass for successive generations of Oberois.
To this day, we still practice the most simple and uncommon of operational philosophies
that began with Mr. M.S. Oberoi himself and now echoed by his son and current
chairman Mr. P.R. S. Oberoi: The guest is everything. Our joy comes from ensuring
each is seen and valued as a person, a friend, a family member who has come to stay. It
„s present in every gesture through words spoken or unspoken, in ways that are obvious
and in ways that are quietly respectful of one‟stime and privacy.
You will be hard pressed to find properties as beautiful as ours or restaurants, guest
rooms and facilities that are as exceptional. But these are not what give Oberoi Hotels &
Resorts its incomparable reputation.

6
What our guests speak about most is that singular experience of being truly seen, heard
and understood. Something no other hotel or resort can emulate. The astonishing effect
one feels from an act, a gesture, a word; that is heart felt.

Dharma
We, as members of The Oberoi Group are committed to display through our behaviour
and actions the following conduct, which applies to all aspects of our business:

●Conduct which is of the highest ethical standards - intellectual, financial and moral
and reflects the highest levels of courtesy and consideration for others.
●Conduct which builds and maintains teamwork, with mutual trust as the basis of all
working relationships.
●Conduct which puts the customer first, the Company second and the self last.
●Conduct, which exemplifies care for the customer through anticipation of need,
attention to detail, excellence, aesthetics and style and respect for privacy, along with
warmth and concern.
●Conduct which demonstrates a two-way communication, accepting constructive
debate and dissent whilst acting fearlessly with conviction.
●Conduct which demonstrates that people are our key asset, through respect for every
employee, and leading from the front regarding performance achievement as well as
individual development.
●Conduct which at all times safeguards the safety, security, health and environment of
guests, employees and the assets of the Company

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●Conduct which eschews the short-term quick fix for the long-term establishment of a
healthy precedent

Mission
● Our Guests
We are committed to meeting and exceeding the expectations of our guests through our
unremitting dedication to every aspect of service.
● Our People
We are committed to the growth, development and welfare of our people upon whom
we rely to make this happen.
● Our Distinctiveness
Together, we shall continue the Oberoi tradition of pioneering in the hospitality
industry, striving for unsurpassed excellence in high-potential locations all the way from
the Middle East to the Asia-Pacific.
● Our Shareholders
As a result, we will create extraordinary value for our shareholders.

8
Vision
●We see an organisation which aims at leadership in the hospitality industry by
understanding its guests; and designing and delivering products and services which
enable it to exceed their expectations. We will always demonstrate care for our
customers through anticipation of their needs, attention to detail, distinctive excellence,
warmth and concern.
●We see a lean and responsive organisation where decision making is encouraged at
each level and which accepts change. An organisation that is committed and
responsive to its guests and other stakeholders
●We see a multi-skilled workforce; which consists of team players who have pride of
ownership in translating the organisation's vision into reality.

9
●We see an organisation where people are nurtured through continuous learning and
skill improvement; and are respected, heard and encouraged to do their best. The Oberoi
Group is recognised as best practice for training and developing its people.
●We see a diverse workforce which has been exposed to different cultures, problems
and situations and can use its experiences to enrich the local employees whether in India
or overseas.
●We see the world dotted with hotels of The Oberoi Group, in strategic commercial and
resort locations.
●We see user-friendly technology enhancing value for our customers and helping
our personnel by making information more accessible
●We see an organisation which is conscious of its role in the community, supporting
social needs and ensuring employment from within the local community.
●We see an organisation which is committed to the environment, using natural
products and recycling items, thus ensuring proper use of the diminishing natural
resources.

Founder
Chairman
RaiBahadur
Mohan Singh
Oberoi
Founder Chairman, TheOberoi Group
Early Life
RaiBahadur Mohan Singh Oberoi was born on 15th
August, 1898 in erstwhile undivided Punjab, which is
now in Pakistan. He was only six months old when his
father died. Success and fortune did not, therefore, come
easily to him. Initiative, resourcefulness and hard work,

10
combined with the capability to face and overcome the most overwhelming odds can
best characterise this phenomenal entrepreneur.
Mr. M.S. Oberoi completed his primary education in Rawalpindi and moved to Lahore
for his Bachelor‟s degree. Shortly thereafter, to flee the ravages of a virulent plague, he
went to seek his fortune in Shimla, the summer capital of British India. Arriving
penniless, he found a job at a monthly salary of INR 50, as the front desk clerk at the
Cecil Hotel. Today, The Oberoi Group owns the hotel The Oberoi Cecil where the
young Mr. Oberoi found his métier.
The diligence, enthusiasm and intelligence displayed by Mr. Oberoi impressed Mr.
Grove, the manager of the hotel. A quick learner, Mr. Oberoi did not restrict his efforts
to fulfilling the job description of a desk clerk but sought and shouldered additional
responsibilities. A few years later, when Mr. Clarke acquired a small hotel he asked Mr.
Oberoi to assist him. It was here, at Clarkes Hotel, that Mr. Oberoi gained first hand
experience in all aspects of operating a hotel.

Budding Entrepreneur
In 1934, Mr. Oberoi acquired his first property, The Clarkes Hotel, from his mentor by
mortgaging his wife‟s jewellery and all his assets. Four years later, he signed a lease to
take over operations of the five hundred rooms Grand Hotel in Calcutta that was on sale
following a cholera epidemic. With his customary confidence and sheer determination
to succeed, he was able to convert this hotel into a highly profitable business venture.

Over several years, Mr. Oberoi had purchased shares in Associated Hotels of India
(AHI), which owned Cecil and Corstophans hotels in Shimla, Maidens and Imperial
hotels in Delhi and a hotel each in Lahore, Murree, Rawalpindi and Peshawar. In 1943,
Mr. Oberoi acquired controlling interest in AHI. He thus became the first Indian to run
the country‟s largest and finest hotel chain. In the tumultuous years just prior to Indian
independence, Mr. Oberoi met and intimately interacted with the would-be leaders of
Free India, all of whom were, at one time or other, guests at his hotels.
International Pioneer
Having consolidated his early ventures, Mr. Oberoi became the first Indian hotelier to
enter into an agreement with an internationally renowned hotel chain, to open the first

11
modern, five-star hotel in the country. The Oberoi Inter Continental, in New Delhi
opened in 1965. The I-Con, as it became popularly known, offered facilities that no
other hotel in the country matched and was India‟s first luxury hotel.
This achievement was enhanced with the opening of the 35-storey Oberoi Sheraton in
Bombay, in 1973. Mr. Oberoi was the first Indian to work in association with
international chains to woo international travellers to India. This led to a heavy influx of
international travellers and foreign occupancy soared to an average of 85%. This
enabled the Oberoi Hotels to significantly contribute to India‟s foreign exchange
earnings.
Another pioneering landmark was the establishment in 1966 of the prestigious Oberoi
School of Hotel Management, recognised by the International Hotel Association in
Paris. Considered India‟s premier institute, the school is now known as The Oberoi
Centre of Learning and Development and continues to provide high quality professional
training in hospitality management.
Other notable firsts were the decision to employ women in his hotels and to establish a
chain of ancillary industries producing and supplying items like consumables and
stationery to ensure the highest quality. The Oberoi Group was also the first to start
flight catering operations in India, in 1959. The Oberoi Flight Services, located in New
Delhi, Mumbai, Cochin and Chennai, provide in-flight meals of international quality to
reputed airlines.
Mr. Oberoirealised that the hotel and hospitality business is greatly dependent on travel
agents, a vital element in the distribution chain. Therefore, he decided to establish his
own travel agency. Mercury Travels, part of The Oberoi Group, ranks amongst the
leading travel agencies in India.
With vision and imagination, Mr. Oberoi converted old and dilapidated palaces,
historical monuments and buildings into magnificent hotels such as The Oberoi Grand in
Calcutta, the historic Mena House Oberoi in Cairo and The Windsor in Australia. It was,
in fact, in the face of severe opposition that the State Government of Victoria awarded
Mr. Oberoi the lease of The Windsor, a heritage building in Melbourne. He personally
supervised the restoration of the hotel to its original grandeur and later

12
acquired it. The Oberoi Cecil in Shimla, built in the early 20th century, reopened in
April 1997 after extensive and meticulous renovation.

Awards and Honours

In 1943, Mr. Oberoi was conferred the title of RaiBahadur by the British Government in
recognition of his services to the Crown. Thereafter, Mr. Oberoi won acclaim and
received several national and international awards including admission to the Hall of
Fame by the American Society of Travel Agents (ASTA) and Man of The World award
by the International Hotel Association (IHA), New York. He was presented the Order of
The Republic, First Class by the President of Egypt. He got an Honorary Doctorate of
Business Administration from the International Management Centre, Buckingham, UK.
Newsweek named him one of the Elite Winners of 1978. The PHDCCI Millennium
award in 2000 was presented in recognition of his entrepreneurial and business success.
In 2001, the Government of India accorded him the Padma Bhushan.

Globalisation of TheOberoi Group

To place The Oberoi Group on the world map, Mr. Oberoi exported management
expertise to Australia, Egypt and Singapore, where The Oberoi Group took charge of
the management of existing luxury hotels. The success of Oberoi Hotels & Resorts
overseas, in the face of global competition, greatly enhanced the image of The Group.
Today, Oberoi Hotels & Resorts in Indonesia, Egypt, Mauritius, Saudi Arabia, United
Arab Emirates and India add value and distinction to their host countries.

Foundations of the Future

Under Mr. Oberoi‟s dynamic leadership, The Oberoi Group introduced its second brand
of hotels, „Trident‟. Trident hotels are five-star hotels that have established a reputation
for excellence and are acknowledged for offering quality and value. These hotels
combine state of the art facilities with dependable service in a caring environment,
making them the ideal choice for business and leisure travellers. Presently there are ten
Trident hotels in India located in Mumbai at BandraKurla and Nariman Point, Gurgaon
(Delhi National Capital Region), Hyderabad, Chennai, Bhubaneshwar, Cochin, Agra,
Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi
Arabian city of Jeddah.

13
In the luxury category, The Group opened The OberoiRajvilas, Jaipur; The Oberoi
Cecil, Shimla; The OberoiUdaivilas, Udaipur; The OberoiVanyavilas, Ranthambhore;
The OberoiAmarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi,
Lombok, Indonesia; The Oberoi, SahlHasheesh, Egypt; The Oberoi, Mauritius and The
Oberoi Zahra, Luxury Nile Cruiser, Egypt.
The Group employs more than 12,000 people worldwide and operates 32 hotels and two
Nile Cruisers and a Motor Vessel in the backwaters of Kerala in six countries. Mr.
Oberoi‟s achievements and successes did not, however, take from his simplicity and old-
fashioned charm. He retained, until his death in May 2002 at the age of 103, a unique
humility. He was fond of saying, “I have been able to accept the challenge and make
good. There is comfort in knowing that whatever little I have achieved has also helped to
raise the prestige of my country.”

Leadership
Prithvi Raj SinghOberoi (P.R.S. Oberoi)
Executive Chairman, EIH Limited
Mr. P.R.S. Oberoi is the Executive Chairman of
EIH Limited, the flagship company of The Oberoi
Group. He is also the Chairman of Oberoi Hotels
Private Limited, the major shareholder of EIH
Limited. Popularly known as "Biki", Mr. Oberoi is
the son of late RaiBahadur Mohan Singh Oberoi,
the founder of The Oberoi Group.
Mr. P.R.S. Oberoi was educated in India, the
United Kingdom and in Switzerland.
In addition to providing leadership for the management of luxury hotels in several
countries, Mr. Oberoi has been instrumental in pioneering the development of the new
Oberoi hotels and resorts. The "Oberoi" brand has come to represent fine luxury hotels.
Mr. Oberoi is credited with placing Oberoi hotels on the international luxury travellers'
map with the opening of several new luxury hotels in important locations, thus

14
redefining architectural and design standards in luxury hospitality. A key aspect of this
is the development of hotels that reflect their environment.
It is Mr. Oberoi's firm belief that people are the most valuable asset of any organisation.
Recognising the importance of quality in hospitality management, Mr. Oberoi
established 'The Oberoi Centre of Learning and Development' at New Delhi in 1966.
Today, this institution is considered amongst the best in Asia.

Mr. VikramOberoi
Managing Director and Chief Executive Officer,
EIH Limited
Mr. VikramOberoi is the Managing Director and
Chief Executive Officer of EIH Limited, the
flagship company of The Oberoi Group. Mr.
Oberoi is the son of Mr. P.R.S. Oberoi, Executive
Chairman of TheOberoi Group and grandson of
late RaiBahadur M.S. Oberoi, the founder of The
Oberoi Group.
Mr. VikramOberoi has a degree in Economics from
Pepperdine University in California. After his graduation, Mr. Oberoi gained work
experience as an analyst at ANZ McCaughan in Australia.
In 1997, as General Manager of The OberoiRajvilas, Jaipur, India, Mr. Oberoi set new
standards of excellence in personalised service. He led a young and committed team,
winning international accolades and recognition for The Oberoi Group.
Today, as Managing Director and Chief Executive Officer, Mr. Oberoi is actively
involved in the management and operations of Oberoi Hotels & Resorts. The “Oberoi”
brand has come to represent fine luxury hotels that offer warm, personalised and
intuitive service.
Mr. Oberoi has held various management positions within The Oberoi Group. He feels
passionately about guest and employee experience, and is actively involved in the re-
engineering of systems and processes of the company thereby ensuring an exceptional

15
experience. He strongly believes that values and culture are important pillars that help to
propel the organisation‟s success.
Under Mr. VikramOberoi‟s leadership EIH Ltd, the parent entity of The Oberoi Group,
has grown from strength to strength. A majority of Oberoi Hotels continue to be ranked
high amongst their competitors, achieving the highest RevPar.
The Oberoi Group has been voted the „Best Hotel Group‟ for the second consecutive year
by, Telegraph, UK, World‟s Best Awards, Readers‟ Survey 2016 and the 'World's Leading
Luxury Hotel Brand' by the World Travel Awards 2015.

Mr. ArjunOberoi
Managing Director Development
Mr. ArjunOberoi is the Managing Director,
Development, for The Oberoi Group. In this role, he
is responsible for the Project Development team of
The Oberoi Group. He took on this role when he
joined the Corporate Office of EIH Limited in 1996.
Prior to this assignment, he was a member of The
Oberoi Group and McKinsey & Company team
responsible for re engineering systems and processes
within the food and beverage departments of “The
Oberoi” city hotels. His operational experience
includes being responsible for the Food and Beverage department at The Oberoi Grand,
Kolkata.

16
 THE OBEROI HOTEL IN INDIA
THE OBEROI AMARVILAS,
AGRA
Address -Taj East Gate Rd,
Paktola,Tajganj, Agra, Uttar
Pradesh 282001

T
H
E

O
B
EROI

CECIL,SHIMLA
Address – Chaura Maidan
Rd, Nabha, Shimla,
Himachal Pradesh 171004

THE OBEROI
BANGALURU,
BANGALURU

17
 Address – 37-38, MG Road, Yellappa Garden, Yellappa Chetty Layout, sivanchetti
Gardens, Bengaluru, Karnataka 560001

THE
OBEROI

UDAIVILAS, UDAIPUR
Address – Babaji
Ka Modh, G

Address – Badi-Gorela-Mulla Talai Rd, Haridas Ji Ki Magri, Pichola, Udaipur,

Rajasthan

THE OBEROI GURGAON, GURGAON

18
Address –
443,
Shankar
Chowk
Rd,
Opposite
Metro
Station,
Phase V,
Udyog
Vihar,
Sector
19,Gurugram, Haryana 122016

THE OBEROI
VRINDA,
LUXURY
KERALA
CRUISE R

ADDRESS –
C -46 / 452 (II, Bristow Rd, Willingdon Island, Kochi, Kerala 682003

19
THE OBEROI
GRAND, KOLKATA

Address – 15,
Jawaharlal Nehru Rd,
Esplanade, dharmatala,
Taltala, Kolkata,West
Bengal 700013

T
H
E

OBEROI ,
NEW DELHI

Address – Dr
Zakir Hussain
Marg, Delhi
Golf Club,
Golf links,
New Delhi,
Delhi 110003

20
 THE
OBEROI

VANYAVILAS WILDLIFE RESORTS

Address – Ranthambhore Rd, Sawai Madhopur, Rajasthan 322001

WILDFLOWER
HALL, AN OBEROI
RESRT

Address – Charabra,
Shimla, Himachal
Pradesh 171012
THE OBEROI
RAJVILAS,
JAIPUR
Address – Babaji Ka
Modh, Goner rd,
Jaipur, Rajasthan

21
302031

T
H
E

O
B
E
R
O
I
, MUMBAI

Address –
Nariman
Point,
Mumbai
Maharashtra

THE OBEROI HOTELS IN EGYPT

● The oberoi Beach Resot - Sahl Hasheesh
● The oberoi Zahra, Luxury Nile Cruiser
● The oberoi Philae, Luxury Nile Cruiser

THE OBEROI HOTELS IN INDONESIA

● The Oberoi Beach Resort - Bali
● The Oberoi Beach Resort - Lombok

THE OBEROI HOTELS IN MAURITIUS

● The Oberoi Beach Resort – Mauritius

22
THE OBEROI HOTELS IN SAUDI ARABIA
● The Oberoi, Madina

THE OBEROI HOTELS IN UAE

● The Oberoi Beach Resort, Al Zorah
● The Oberoi , Dubai

THE OBEROI HOTELS IN MOROCCO

● The Oberoi,
Marrakech

Welcome to Mumbai.
Originally a collection of seven islands, the modern city of Mumbai came into being
during the mid eighteenth century by reclaiming land from the sea. As well as being the
financial and commercial capital of India, Mumbai is also home to Bollywood; one of
the largest centres of film production in the world.
The Oberoi, Mumbai is a striking example of modern architecture that lifts you up over
Marine Drive to enjoy magnificent views of the ocean and 'Queen‟s Necklace' lights
along the shoreline.
Spacious accommodation, fine cuisines and our genuine hospitality are complemented
by a range of services for all guests; with special care taken for single lady travellers.
We aim to ensure that your stay with us will be as comfortable, convenient and pleasant
as can be.

23
 The Oberoi, Nariman Point, Mumbai 400021, India

The beroi Mumbai

Situated at Nariman Point at the end of Marine Drive, The Oberoi Mumbai is 24 km
from Mumbai's Chhatrapati Shivaji International Airport. Mumbai Central
Railway Station is 6 km away.

24
The Oberoi, Mumbai offers luxury and convenience with a wide range of 24 hour
services like spa, butler service, laundry, concierge, business centre and travel desk.
There are female butlers for the comfort of female guests travelling alone. Guests can
enjoy shopping at the luxury retail arcade

Amenities
● 24 hour front desk
● Fitness center
● Gift shop
● Hot tub or Spa
● Concierge
● Airport Transportation
● Dry Cleaning Service
● Laundry
● Business Center
● Lounge / Bar

Take yourself out of the city without leaving it at The Oberoi Spa, swimming pool and
fitness centre in Mumbai.
SPA

25
The Oberoi Spa offers a wide range of signature Oberoi, Eastern and Western massage
treatments that will relax, revitalise and rejuvenate the mind, body and spirit.

Timings: 24 hours

GYM

The Oberoi Gym has wide range of equipment and Professional Trainers for assisting
guest.

Timings: 24 hours

26
 POOL

Pool Timings: 7:00 hours to 19:30 hours

Lobby

It‟sa whole new world of Luxury and experience it from your first step. The lobby
overwhelms you with the Red Piano played by a talented musician

HOTEL HIERARCHY

27
IMPORTANT PERSON

28
VICE PRESIDENT GENERAL
MANAGER

Mr. Devendra Bharma

Anupam
Dasgupta

HOTEL

MANAGER
Natasha Mehta

DEPARTMENTS
29
 FRONT OFFICE
―Hotel‖ or ―Inn‖ is defined by British law as a ―a place where a bonafide
traveller can receive food and shelter, provided he isin a position to pay for
it and is in a fit condition to be received‖. Hence a Hotel must provide food
and beverage, and lodging to travellers on payment and has, in turn, the
right to refuse if the traveller is drunk, disorderly, unkempt, or is not in a
position to pay for the services.

The staff are responsible for the vital work of dealing with various aspects
of front office. They are highly trained and qualified professionals since
they can only improve the level of business taken by the establishment
significantly. The staffs employed are able to assess and match the needs
and requirements of guests accurately before being able to sell efficiently.

1. FRONT OFFICE MANAGER

Telephone Directly supervises all the front office personnel and ensures
proper completion of all front office duties. Directs and co-ordinates the
activities of front desk, reservations, guest services and areas. The role /
duties of front office manager on a typical day are:-

30
i. Reviews Night Audit report
ii. Reviews incoming reservations of the day
iii. Communicates information to employees on all shifts concerning
reservations, room assignments and room inventory.

2. LOBBY MANAGER
Oversees all guest service operations including front desk,
reservations, PBX, bell stall and transportation services to ensure quality
and guest satisfaction. Following duties are also performed by him/her:-

i. Confirming and releasing wake up calls for the crew members.

ii. Arrange flowers and fruits baskets on special request and ensures they are
placed before the guest comes. iii. Assists and provides information to the
guest. iv. Acts as Duty Manager at night.

3. FRONTOFFICESUPERVISOR
The front office supervisor supervises on a day to day basis all the
operations and personnel of the front office. The front office supervisor
performs duties under the guidance and direction of the front office
manager. A manager expectation of the front office supervisor is that he or
she should be able to fill in at the front office positions in emergency.

4. NIGHT AUDITOR
The fundamental role of the hotel department accounts and guest accounts
are in balance at the close of the business day. To that end the night auditor
post charges and vouchers to guest accounts that are not posted by the day
or evening cashiers, participates in routine that verify the accuracy and
completeness of all guest accounts and balance guest folio entries and
departmental records. A major portion of the night auditors function; is to
post room charges and tax to guest accounts. Finally, the night auditors
balance the next day business. Changes date in the system. He submits the
night audit reports copy to accounts manager and one copy to the front
office manager.

31
Day wise work Schedule- Task performed

● Handling guest luggage.

 Helping in check in checkout procedure.

 Filing guest reg card.

 Handling guest queries.

 Helping the guest in room move.

 Placing of guest comment cards.

 Placing of welcome letters.

 Escorting the guest to the room with their luggage.

 Making amenity vouchers.

 Dropping newspapers in the guest rooms.

 Left Luggage storage.

 Receiving internal calls.

 Transferring internal calls.

HIERARCHY OF FRONT OFFICE

32
FRONT OFFICE MANAGER
DUTY MANAGER
TEAM LEADER
TELEPHONE OPERATORS
FRONT DESK ASSOCIATE

GUEST RELATION MANGER

GUEST RELATION EXECUTIVE
ASSISTANT GUEST RELATION MANGER

CONCIERGE MANAGER
TEAM LEADER
VALET
BELL BOY
TRAVEL DESK ASSOCIATE

33
 ROOMS &
SUITES.
Extremely spacious, with wall to wall windows.There accommodation has
been designed for business and leisure travellers to Mumbai.
DELUXE ROOM

A private space for single

travellers.

These rooms are most

suitable for single travellers
to Mumbai. They are
furnished with a queen size
bed and a writing desk. The
Italian marble bathroom has
a freestanding bathtub and a
separate shower. Contemporary artworks add a touch of elegance.

● View – Cityscape
● Room Size – 333 square feet (31 square metres)
LUXURY ROOM

A haven of calm overlooking

the city.

These rooms offer bird‟s eye

views of Mumbai‟s skyline,
dotted with modern and
traditional architecture. Interiors
include a king size bed, a walk
in wardrobe, a silk armchair and
a writing desk. The bathroom has a standalone bathtub and a separate
shower.

● View - Cityscape
● Room Size- 400 square feet (37 square metres)

34
 PREMIER BAY VIEW ROOM

Spacious
accommodation with an
Oberoi signature.

Exquisite views across

the bay can be enjoyed
from the wall to wall
windows in the
bedroom. Furnished
with a king size or twin
beds, an armchair and a
writing desk, these rooms are an ideal choice for business or leisure
travellers to Mumbai.
● View - Bay
● Room Size - 400 square feet (37 square metres)

PREMIER OCEAN VIEW ROOM

A private space with ocean
views and Oberoi
hospitality.

Furnished with a king size or twin

beds, an armchair and a writing
desk, these rooms are an ideal
choice for business or leisure
travellers to Mumbai. Breathtaking
views across the Arabian Sea can
be enjoyed from the wall to wall
windows in the bedroom.

● View - Ocean
● Room Size - 400 square feet (37 squaremetres)

35
 OBEROI
EXECUTIVE SUITES

These spacious, elegant suites

have been thoughtfully
designed as a space for you to
immerse yourself in the city,
while enjoying all the comforts
of an Oberoi experience.
Striking cityscape views
framed in wall to wall windows,
a king size master bedroom, a
chic living room and a
spectacular bathroom. All
topped off with our round the clock, matchless hospitality.

● View - Cityscape
● Room Size - 800 square feet (74 squaremetres)

OBEROI EXECUTIVE SUITES WITH OCEAN VIEW

Especially designed for you to

relax and unwind. The
sophisticated interiors of these
suites flow through a
comfortable living room into a
king size master bedroom and a
spectacular bathroom. Wall to
wall windows throughout, frame
magnificent ocean views; these
can even be enjoyed while
relaxing in the bathtub. An
experience made all the more
special when complimented by
our warm hospitality, 24hours a
day.

● View - Ocean
● Room Size – 800 square feet (74 square metres)
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 DELUXE SUITES

The spacious interiors include

a king size bedroom and an
elegant living room with
breathtaking ocean views.
There is also a workspace, a
separate powder room anda
walk in wardrobe. Raw silk
upholstery and contemporary
design features provide an
added touch of grace where
every comfort and
convenience has been
considered.

●View- Ocean
●Room Size - 750 square feet (69 squaremetres)

PREMIER SUITES

These spacious, sophisticated

suites present 270 degree
views of the ocean and
Mumbai’s famous Queen’s
Necklace framed in wall to
wall windows. Relax in your
king size bedroom. Unwind in
your comfortable living and
dining space. Experience
Mumbai with a distinctly
Oberoi signature.

●View- Ocean and

Queen’s Necklace
●Room Size - 870 square feet (81 squaremetres)

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 GOLCONDA PRESIDENTIAL SUITE

This beautifully appointed suite

makes fine use of its generous
space. While its elevated position
offers unrestricted Queen’s
Necklace views. Relax in your king
size bedroom and living area.
Stretch out in your separateliving
room. Enjoy butler service in your
private dining room. For your
convenience, there is also a private
butler entrance, a pantry and a
powder room for guests. All
complemented by modern technologies and our warm hospitality, 24 hours a day.

● View - Ocean and Queen’s Necklace

● Room Size - 2,050 square feet (190 square metres)

KOHINOOR PRESIDENTIAL SUITE

No detail has been spared in this crown jewel of a suite. From the master bedroom
with its private living area and ensuite
bathroom, to the separate living room
and dining room. All with silk
furnishings and wall to wall windows
that frame unrivalled views of
Mumbai’s famous Queen’s Necklace.
For your convenience, there is a smart
workspace furnished with anexecutive
writing desk. There is also a powder
room, foryour guests. For your privacy,
there is a separate entrance for your personal butler and a fully equipped pantry.
And for your wellbeing, there is a treadmill for you to work out on. An unrivalled stay
experience in Mumbai. This suite has an optional extra interconnecting twin
bedroom.

● View - Ocean and Queen’s Necklace

● Room Size - 2,056 square feet (191 square metres)
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 HOUSEKEEPING

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

environment. It is not confined to the housekeeping department as every
member of staff in the establishment should be concerned with the
provision of these facilities in their own department, e.g. the chef in the
„housekeeps‟ kitchen, the restaurant manager or head waiter in the
„housekeeps‟ restaurant, and the general manager has overall
responsibility. Housekeeping department is a department which looks after
the maintenance and upkeep of the guest rooms and various other public
areas. It is the department which is responsible for the overall upkeep of the
hotel. The hotels be it the entrance or the back area it is fully maintained by
the house keeping department. Proper jobs are designated to each and every
person of the house keeping department. It is subdivided into 3 main
categories:

● Guest room attendant.

● Public area attendant.
● Back area attendant.

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 1. LAYOUTOFHOUSEKEEPING
There is no ideal or universal model for the house keeping layout. It differs
from Hotel to Hotel, depending upon the size or the physical shapes
limitation. It is necessary to plan the layout in such a way that there is no
traffic jam, and proper work handling can be done.

2. EXECUTIVE HOUSEKEEPER CABIN

This is main administration department. It is here, where the house keeper
handles the work. It is an independent cabin provided to her to carry out
her duties in private. It also provides to organise staff briefings and
departmental meeting. It is a glass panelled office. It is the secretary who
keeps control of movements into her office.

3. DESK CONTROL ROOM

This is the main communication centre after the house keeper cabin. It is
from here the information is sent out and received from the other
department. The desk control room usually has 2 to 3 telephone connection
and has a computer terminal which gives update information on room
status.

It also has a large notice board to the staff duty rota, day to day instruction,
special request of the guest along with room numbers. All the
housekeeping staff report on duty and check out after duty from the house
keeper desk control room. There is always a keyboard with all the floor
keys, and the subsection keys.

4. UNIFORM ROOM
This room stocks uniform in current use. It is possible that smaller hotels
may choose to combine the uniform room with the linen room. It should
also have adjustable hanging facility as many uniforms are there to be take
care of. The best way to maintain good uniform is on the hangers.

5. SEWING ROOM
This is a room kept for the in house tailor who attends to the stitching and
maintenance of uniform and linen.

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 6. GUEST RROOM ATTENDANT.
Guest room attendant looks after the cleaning of the guest room. Allocations of
the room attendant are given according to the section.

7. ROOMFLORIST
This is for keeping flowers to be made into bouquets to be kept in various guest
rooms and offices of the hotel. These flowers are kept in a specially
designed air conditioned room, so as to keep the flowers fresh for a long
time. The room should have a table and a wash basin with proper water
supply.
8. GUEST RROOM ATTENDANT.
Guest room attendant looks after the cleaning of the guest room. Allocations of
the room attendant are given according to the section.
9. PUBLIC AREA ATTENDANT
Public area attendant looks after the cleaning of public area like main porch,
lobby, restaurants and etc.
10.BACK AREA ATTENDANT
Back area attendant looks after the cleaning of stay area like bunkers, staff
lockers, service area stairs etc.
Generally, the housekeeping department is the backbone of a hotel because, as a
hotel owner or operator you are selling 2 things:
1. Sleep.
2. Memories.
In order to provide sleep, Vacant, Clean and Inspected rooms are needed. The
hotel can have nicest pool, the friendliest staff and great food, but if there
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 are no clean rooms to sell, no money is to be made the cleaning staff
usually clean
between 12-16 rooms per day.
The memories part is simply what can separate a 4-star property from a 5-star
property. It can be as simple as what is called, anticipatory....actually
anticipating the need of a guest before it can be expressed.

HEAVY EQUIPMENT ROOM

In this room all the bulky and heavy items
such as vacuum cleaner, shoe shine machine,
gladder, floor scrubbers are stored. This is
constantly under lock and key.

STANDARDSIZESOFLINEN

⮚ Bed sheets: Single – 78‖* 108‖(203cm * 274cm)

Double – 90‖* 108‖(224cm * 274cm) King

size – 117‖ * 108‖ (295cm * 274cm)

⮚ Pillow cases: Standard – 20‖ * 30‖(50cm * 75cm)

King size – 20‖* 40‖(50cm * 100cm)

There are two types of pillows –

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1. Fluffy (cotton)

2. Feather (duck, goose)

⮚ lanket:– 70‖* 100 (175cm * 250cm)

Double – 90‖* 100‖(228cm * 250cm) King

size – 116‖ * 100‖ (290cm * 250cm)

⮚ Towels: Bath sheet – 40‖* 70‖(100cm * 178cm)

Bath towels – 30‖* 54‖(76cm * 137cm)

Medium- sized towels – 22‖* 40‖(56cm * 100cm)

Hand towels – 15‖* 24‖(38cm * 60cm)

Face towels – 10‖(26cm.sq.) (Square in shape)

Roller towel – 18‖(45cm)

Bath mat – 24‖* 36‖(60cm * 92cm)

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HIERARCHY OF HOUSEKEEPING

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 Executive Housekeeper
Asst Executive Housekeepr
Floor Supervisor
Guest Room Attendants

Uniform Room Supervisor

Uniform Room Attendant

Linen Room Supervisor

Linen Room Attendant

Night Supervisor
Night Shift Attendant

Public area Supervisor

Linen Room Attendant

Store keeper
Store Attendant

FOOD & BEVERAGE SERVICE

Food and Beverage Department (F&B) is responsible for maintaining high

quality of food service, food costing, managing restaurants, bars, etc.

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Eating away from home is generally increasing and there is widening diversity
in the nature and type of food and beverages on offer. Food and beverage
service is the essential link between the menu, beverages and other services on
offer in an establishments and the customers. The server is the main point of
contact between the customers and the establishment. To be successful in food
and beverage service requires the blending of four key things:

a) Sound product knowledge

b) Well developed inter personnel skills

c) A range of technical skills&

d) The ability to work as part of a team.

RESTAURANTS

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Explore cuisines from modern Indian and Italian, Japanese sushi and pan
Asian delicacies.
Each of our restaurants has their own distinct Oberoi flavour.

FENIX
Hand crafted delicacies and genuine hospitality, all day.

Our chefs have carefully curated the menu at Fenix to satisfy every palate.
Indian classics sit alongside pan Asian favourites, Japanese sushi with
Chef Ruben Santos and Western dishes.
Our international beverages menu
includes Japanese sake and whisky, fine wines
and more. Carefully selected to complement
the cuisines. All topped off with an Oberoi
signature and served with our intuitive
attention to your needs; making breakfast,
lunch or dinner here a memorable experience.

●Phone +91 22 6632 6205

●Location The Oberoi, Nariman Point,
Mumbai 400021, India
●Timings 6.30 am to 11.30 pm

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ZIYA
Classic Indian dishes, deconstructed and
reinvented by Michelin starred Chef
Vineet Bhatia
Ziya is our specialist modern Indian
restaurant, with menus by the Michelin star
chef Vineet Bhatia. Take your pick from
carefully designed a la carte options or take
your time over the specially curated gourmand
menu and let us guide you on a culinary
journey around the Indian subcontinent. We
would be happy to recommend fine wines to complement each course of
this menu. At Ziya, classic Indian dishes are deconstructed and reinvented
with a fresh perspective. A menu matched by breathtaking ocean views.
And coupled with unmistakable Oberoi hospitality for a totally unique
dining experience.

Dress code: They request that gentlemen wear full length trousers and
closed shoes.

Child Policy: Children under 8 years are welcome to dine up to 8:00 pm

only.

● Phone +91 22 6632 6210

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● Location The Oberoi, Nariman Point, Mumbai 400021, India
● Timings Lunch: 12.30 pm to 2.30 pm
Dinner: 7.00 pm to 11.30 pm

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Vetro and Enoteca.
Italian cuisine with a distinctly Oberoi flavour. Paired with old and new world wines.

At Vetro, they have tried to capture the complexities and diversity of Italian
cuisine. We have a carefully designed a la carte menu as well as a five
course Tradition in Evolution that explores the finest Italian ingredients
from a fresh, modern angle. We also serve a wide range of Italian cheese
and coffees, dolce and digestifs; to complete the dining flow. Vetro is
perfectly paired with Enoteca: an expertly curated library of old and new
world wine labels. You are welcome to arrive early for your meal, take a
seat in the restaurant lounge and enjoy a glass of wine before you eat. Or
try a private wine tasting experience with our sommelier, followed by lunch
or dinner.

Dress code: They request that gentlemen wear full length trousers and
closed shoes.

Child Policy: Children under 8 years are welcome to dine up to 8:00 pm

only.

● Phone +91 22 6632 6215

● Location The Oberoi, Nariman Point, Mumbai 400021, India
● Timings Lunch: 12:.30 pm to 2.30 pm
Dinner: 7.00 pm to 11.30 pm

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Vetro meaning “glass” in Italian is adorned with a modern glass panel
installation that lends a bespoke ambience to
the restaurant.
The experience at Vetro is harmonious, the
front of the house team is so intimately
familiar with the dishes that service
becomes an art and Chef Francesco
customises each course to the preference of
the individual diner creating a one-of-a-kind
experience. We welcome you to enjoy the
vibrant and epicurean cuisine of Italy as
Chef Francesco, presents authentic recipes
with creative innovation that draws
inspiration from Roma – his city of birth.

The restaurant features Enoteca, a wine library which is home to some of

the world‟s most unique wine labels . Led by our resident sommelier, guests
can indulge in a unique wine tasting experience and choose the best wines
that they would like to accompany their meal.

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The Champagne Lounge.
Where chilled champagne meets warm hospitality.

The Champagne Lounge is situated just off the hotel lobby, beside floor to
ceiling windows and ocean views. There can be no better place to relax
with a glass of champagne, freshly ground single origin coffee or loose leaf
tea, with sandwiches, jam, cream and scones. All washed down with live
performances on the lobby‟s signature red piano, while the sun sets over the
ocean.

● Phone +91 22 6632 5757

● Location The Oberoi, Nariman Point, Mumbai 400021, India
● Timings Open 24 hours

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The Oberoi Patisserie & Delicatessen.
Treat yourself or someone special to gourmet delights.

This space is brimming with hand crafted cakes and desserts, breads,
brioches and pastries baked fresh throughout the day. Also enjoy imported
meats and cheeses, homemade pasta, condiments, and fine wines from
Australia, California, Chile, Italy and France. We would be happy to gift
wrap these for your someone special.

● Phone +91 22 6632 6245

● Location The Oberoi, Nariman Point, Mumbai 400021, India
● Timings 11.00 am to 8.00 pm

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HIERARCHY OF FOOD AND BEVERAGE
SERVICE

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F&B MANAGER
ASSISTANTF&B MANAGER
RESTAURANT MANAGER
ASSISTANT RESTAURANT MANAGER
TEAM LEADER
ASSOCIATE
APPRENTICE

FINE DINE MANAGER

TEAM LEADER
ASSOCIATE
APPRENTICE

BANQUET MANAGER
ASSISTANT BANQUET MANAGER
TEAM LEADER
ASSOCIATE
APPRENTICE

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 FOOD PRODUCTION DEPARTMENT
Food production in catering term simply
refers to the food preparation and control.
This is a sub department of food &
beverage department in a hotel
compromises of various kitchens
concerning mainly the continental, Chinese,
Italian & Indian cuisine. In the food
production cycle, these kitchen receive the
core or readymade ingredients, processing
them through the preparing and cooking
methods, and deliver them via various
service outlets to the customer table. This
sub department is designed providing the
several section include preparation area,
cooking area, storage area, cleaning area
etc. Hence the sections play a vital role in
preparing dishes in order to acquired recipes mentioned in different menus.
In culinary terminology, the term food preparation and control refer to
make the ingredients ready for the preparation and cooking at the required
quantity & quality simultaneously. This is a vital unit, which is structurally
defined as the sub department of F&B department in the hotel industry.
From the commercial view point, it contributes major revenue in any
catering business. The Oberoi kitchen is divided on the basis of their
specialty restaurant as follows.
● Ziya (Indian Cuisine).

● Vetro (Italian Cuisine).

● Fenix (Main Kitchen).

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CONTINENTAL
All variety of continental dishes from soup to main courses are prepared
here. It also includes a variety of grilled, roasted and poached dishes.

The Major continental equipments which are of vital to the continental

kitchen are different sizes of pans, omelette pans, frying pans and stockpots
along with refrigerators and ovens.

There are oven ranges which help in speedy cooking. Everyday fresh white
stock is prepared along with white sauce is bought readymade for the
market, while the tomato concusses is prepared daily. All soups are made as
per order.

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INDIAN KITCHEN

The Indian kitchen is opposite to the continental. Here each state of India
has its own unique cuisine. The food is also served in accordance to its
traditional custom and style. It is further divided into two sections.
TANDOOR
This is one of the important sections of the
Indian Kitchen, which dishes out authentic
bread of India. This helps to satisfy the palate
of the guest in accordance to the taste. There
are four big tandoor ovens which are used to
produce all the rotis„ and kebab

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CURRY
Curry is another important section in the Indian
Kitchen, dishing out carious curry items. There
are four ranges and four burners to facilitate the
making of curries.

BUTCHERY
Butchery is a separate section and is located
outside the main kitchen with a variety of cutting boards, wooden blocks,
which are used for cutting meat and fish. There is a deep freezer for the
storage of various joints of meat.

BAKERY
A bakery is an establishment that produces and
sells flour-based food baked in an oven such as
bread, cookies, cakes, pastries, and pies. Some
retail bakeries are also cafes, serving and tea to
the guest who wish to consume the baked goods
o the premises.

GARDE MANGER

A garde manger (French for "keeper of the food") is a cool, well-ventilated

area where cold dishes (such as salads, hors d'œuvres, appetizers, canapés,
pâtés and terrines) are prepared and other foods are stored under
refrigeration. The person in charge of this area is known as the chef garde
manger or pantry chef. Larger hotels and restaurants may

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have garde manger staff to perform
additional duties, such as creating
decorative elements of buffet
presentation like ice carving and
edible centerpieces made from
materials such as cheese, Thai fruit
and vegetable carvings, butter, salt
dough or tallow.

HIERARCHY OF
KITCHEN DEPARTMENT

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EXECUTIVE CHEF
EXECUTIVE SOUS CHEF
CHEF DE CUISINE
PASTRY CHEF
JUNIOR SOUS CHEF
COMMI
APPRENTICE

SOUS CHEF
JUNIOR SOUS CHEF
CHEF DE PARTIE
DEMI CHEF DE PARTIE
COMMI
APPRENTICE

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There are some other departments in the hotel which coordinate with all
this four department. Who work in the back of the hotel and doesn‟t
interact with the guest, but still important for hotel to work smoothly.

ENGINEERING
One of the functions of the House Keeping is maintenance of aspect of the
resort for the purpose of keeping furniture, fixtures and other facilities in
order, contemporary and safe for the guest. Hence a close co operation is
necessary with engineering Department which actually carries out the task
of fixing out of order furniture and fixtures. As House Keeping are
constantly spread throughout the entire resort.

PURCHASE
This Department procures out of stock items for the hotel such as supplies
for guests to be kept in rooms, stationary, linen of various types detergents,
ingredients, etc.

SECURITY
The guest room is the most private place and a hotel goes to great lengths
to ensure guest privacy and security. However, a guest can take advantage
of this privacy by gambling, smuggling etc. House Keeping has to be alert
to these going on and seek the security Department intervention, if
necessary.

HUMAN RESOURCE DEPARTMENT

Hotel being a service industry are essentially labour oriented. In this age of
automation, while other industries have been able to cut down on staff cost,
the hotel industry can ill afford to do it. In spite of hotels benefiting a great
deal from the advance in equipment are technology, the type and level of
service which is promised to the guest will still demands a high utilization
of labour.. Besides, Indian hotels provide personalized service like shoe
shine and laundry. In advanced countries they have cut down on labour
cost considerably.
The Personnel Department is responsible for staff selection, training,
salary, and other employee related issues.

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ACCOUNTS DEPARTMENT
It is situated on 3RD floor of the hotel. It plays a crucial role in maintaining
revenue and official work for the government formalities.

KITCHEN STEWARDING
The kitchen stewarding Department is the vital department for both
services and kitchen department because this department controls the
storage and issue of cutlery hollowware, chinaware and glassware to
restaurant and kitchen. They are also responsible for washing soiled service
and subsequently finishing cleaned article. A high standard of hygiene is
maintained.

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 TRAINING EXPERIENCE
Training at the THE OBEROI, Mumbai was a wonderful and
knowledge enhancing experience for me.
During the training I was mainly stationed at all the departments.
Here I came into contact with concepts which I had previously
read in the books which were an eye opening experience for me.

At THE OBEROI, I had come to know with hands on experience

about,

⮚ Procedure of work carried out in the hotel.

⮚ Knowledge about the various departments.
⮚ Knowledge about the working areas.
⮚ The types of work carried out in the hotel.
⮚ The skills required to handle our job.
⮚ The quality of initiation required in the industry.
…. So on.
During the course of this training, I was given plenty of exposure
to all types of guests in the FOOD & BEVERAGE (s) department
and had to face many pleasant and unpleasant situations.

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Thereby, gaining a lot of experience which will definitely help me
in the future in the hotel industry.

CONCLUSION

My Industrial Training at “The Oberoi Hotel”, Mumbai was

surely a fruitful one. During my training I got good exposure to
the industry. I had chance to personally glance through the actual
working procedure and conditions that are adapted and implied
under various circumstances in the hotel.
During my training I developed my technical as well as
communication skills. I learned many attributes and developed a
sense of responsibility towards my job. The importance of well
grooming, maintaining hotel standards, punctuality and co-
operation with the colleagues and following the superiors’ orders
was understood and implied by me.
This all was possible only by the extra ordinary support and
interest shown by my superiors and their timely guidance which
boosted me during the whole training period.
I am sure this Industrial Training will surely benefit me
significantly in my career in the hospitality industry.

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