ACKNOWLEDGEMENT

I Ms. DHANASHREE PRASAD SHIRODKAR, would like to thanks to

my college as well as to my training & placement department and my
college principal Mr. DEVASHISH VAKIL for giving me opportunity to
start my training from MARINE PLAZA, MUMBAI.

I would like to thanks to my hotel training and learning department manager

Mr. VINAY PATIL for giving me the opportunity to work in his
organization. I would also like to thank to my each department senior and
junior staff for supporting me during my training period. As I gained some
theory and practical knowledge about all the departments.
 METHODOLOGY

In the course of preparing this Industrial Training Report on my

training at MARINE PLAZA, MUMBAI. I’ve gained information from my
hands on employees in consultation with the employees at MARINE
PLAZA, MUMBAI.

Industrial Training Report has given an insight into general

functioning of the hotel MARINE PLAZA, MUMBAI. It has also given an
idea about functioning of various department of the hotel MARINE PLAZA,
MUMBAI.

While preparing this report I have come to know about its

sources of revenue and how it is different from other hotels and what is their
target market.

This report will go through various department of MARINE

PLAZA, MUMBAI and will give you through information on analysis of
various departments, I’ve worked through. This department includes IN
Room Dining, Food and beverage Service, Food Production and
Housekeeping.

Preparation of this report has given me information about

MARINE PLAZA, MUMBAI.
 SYNOPSIS

It is a golden opportunity given to me prepare this

Industrial Training Report on my training at hotel MARINE PLAZA,
MUMBAI. To develop further interest in this subject and to gather as much
information as I can.

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.
 INTRODUCTION

Sarovar in brief….

Sarovar Hotels was established in 1994, by Mr. Anil Madhok and in this short
time since has emerged as the leading multi brand hotel management company
in India, spanning business, leisure and religious destinations.

The company is now the third largest chain in India, with almost 56 hotels
across the country and overseas.

The company manages Franchises and Markets Hotels and Resorts under the
Park Plaza, Park Inn, Sarovar Premiere, Sarovar Portico and Hometel Brands.
The brands encompass 3, 4 and 5 Star categories.

Sarovar Hotels is also associated for Corporate Hospitality services with the
Indian Institute Of Management, Ahmedabad, Indian School Of Business,
Mohali, Hindustan Unilever Limited, Mumbai, and Club Mahindra Holidays
(Alliance Partners).Geoffrey’s, Sarovar’s English Pub operates in various cities
in India.
The company is affiliated with Carlson Hospitality Worldwide. Carlson is a
global leader in hospitality services, comprising more than 1,570 hotels,
resorts restaurants, and cruise ship operations in 81 countries. The
association with Carlson Hospitality makes Sarovar Hotels the master
franchisor for the Park Plaza and the Park Inn hotel brands in India.

Guest feedback

Guest typically rate the rooms as being very good.

Experience The Sarovar Spirit

Every Sarovar hotel is designed to meet the contemporary requirements of
today's traveler. From tech-enabled spaces to inspired design, from
affordable luxury to chic boutiques, from value-driven essentials to
pampered indulgence, over 75 hotels in 50 destinations in India and abroad
promise you a stay that is delightful and memorable.

Each property celebrates the unique essence of its destination to give you a
personalized experience with a thoughtfulness you'll find only in the best
hotels of the world.

Our vision is to be the brand that guests love coming back to. We deliver
this with a portfolio of service spectrums that resonate with superior
standards in accommodation, cuisine, employee behaviour, and facilities.
Sarovar Hotels is recognized for its spirit to serve and commitment to
distinctiveness, which assures better guest satisfaction.
 Our Values

"Ethics, Integrity, Mutual Respect and Long term Associations". Our values
are more than just beautiful words. They are genuine and heartfelt. They are
what we put into practice in our everyday interactions with our guests,
employees, partners and other stakeholders. Our values stem from strong
personal beliefs and find expression in our mission statements which uphold
our vision of strengthening our position as a leading player in hospitality.
We believe, "collaboration is the key to mutual success and growth".

- We provide our guests a superior hospitality experience at excellent value

in the market segment they want.

- We provide our employees a great work environment, treating each other

with respect and dignity, continuous satisfaction and growth opportunities.

- We recognize that profitability is essential to our future success and

therefore provide our property owners and investors the highest possible
returns.

- We focus on growth and maintain consistency in our deliverables through

warm, personalized service and absolute transparency in all our dealings.

- We contribute positively to our communities and our environment.

Vision

♦ To provide best-in-class comprehensive support services to leading

organizations in the Corporate, Healthcare and Educational Domains.

Mission

♦ Build and develop an organization infrastructure that wholly addresses

specific needs of this segment.

♦ Provide constant change and improvement.

♦ Create lasting value for our partners, employees and all stakeholders.

♦ Offer maximum benefits by using minimum resources, thus working

towards conservation, preservation, and an ecologically sound tomorrow.
 HISTORY

Sarovar Hotels & Resorts is a privately owned hotel chain in India. It is the
4th largest hotel chain in India with 36 hotels across India and overseas. The
company is affiliated with Carlson Hospitality Worldwide. Carlson is active
in hospitality services, comprising more than 1,570 hotels, resorts
restaurants, and cruise ship operations in 81 countries. The association with
Carlson Hospitality makes Sarovar Hotels the master franchisorfor the Park
Plaza and the Park Inn hotel brands in India. The Company has also
launched the domestic brands: Sarovar Premiere, Sarovar Portico and
Hometel.

Brands

 Sarovar Premier and Park Plaza - upscale (5 star) segment

 Sarovar Portico and Park Inn - mid-market (3-4 star) segment.
 Hometel - 3 star segment with cheaper rooms. Sarovar currently has 6
budget hotels.

Future

India’s pride Sarovar Hotels announced plans to set up 10 new budget hotels
including three in the National Capital Region within next 18 months. This
is part of the company's plan to add 33 new properties to its chain.

Sarovar Hotels and Resorts will raise Rs 700-Rs 800 crore to fund its
expansion plan that involves more than doubling its hotel count to 100 from
the current 35 hotels in the country.
 Anil Madhok: Managing Director
Anil Madhok joined Oberoi Hotels
in 1966 and contributed to the group
until 1991. His last assignment was
Vice President -Operations for
Western and Northern Regions,
overseeing the Oberoi Hotels in
Mumbai, Delhi, Hyderabad,
Bengaluru, Goa and Srinagar as
well as Oberoi Flight Services and Oberoi Airport Services.
His tenure with the group included overseas stints at Sri Lanka and
Singapore. He also oversaw the refurbishment and upgradation of existing
Oberoi Hotels (The Oberoi, New Delhi), as well as the planning and opening
of new hotel properties (The Oberoi, Mumbai and The Oberoi Flight
Kitchens, Mumbai). Anil Madhok set up Sarovar Hotels in 1994. His area of
special expertise includes hotel conceptulisation and planning.
 Sarovar Hotels & Resorts

Type Private

Industry Hospitality Industry

Founded 1994

Founder(s) Anil Madhok

Headquarters Mumbai, India

Area served Worldwide

Products Sarovar Premiere

Sarovar Portico
Hometel

Revenue Rs. 300 crore (2007)

Website www.sarovarhotels.com
 BRANDS

1. Sarovar Premiere:

Sarovar Premiere are upscale full service, 4 - 5 star hotels and abound in city
and leisure locations. They are characterized by contemporary architecture
and interiors.

Premiere hotels offer innovative, fresh and up-to-date food & beverage
concepts, with a strong accent on flair and presentation. These hotels offer a
strong cosmopolitan feel and are designed to provide a high degree of
functionality and comfort Premieres to international and regional guests.At
present Sarovar Hotels operates 10 Sarovar across prime cities like
Bengaluru, Gangtok, Gurgaon, Hyderabad, Mumbai, Pondicherry, Siliguri
and Kerala.
2. Sarovar Portico:

Sarovar Portico are full service international quality 3 star hotels with the
accent clearly on a very high level of functionality.

Portico hotels comprise a 24-hour multi-cuisine eatery and a modern

restaurant in addition to meetings facilities of mode rate capacity. Sarovar
Portico hotels are clearly distinguished by superior standards of manpower
training, with people compete ncies vastly superior to competition hotels.

Currently, 28 Sarovar Portico hotels are operational in cities like

Ahmedabad, Baddi, Badrinath,Bengaluru, Chennai, Durgapur, Faridabad,
Goa, Haridwar, Hosur, Hyderabad, Indore, Kochi, Kakinada, Lucknow,
Lonavala, Ludhiana, Manali, Nairobi, Nashik, Navi Mumbai, New Delhi,
Port Blair, Rajkot and Vaishali Delhi - NCR. Recent additions to the
portfolio include Sarovar Portico Vaishali, Ghaziabad ( Delhi NCR),
DavanamSarovar Portico Suites, Bengaluru and The Heron Portico,
Nairobi – Kenya, Africa.
3. Hometel :

Hometel is Sarovar’s vibrant economy hotel brand. The focus is entirely on

offering the discerning business traveler with modern facilities, at extremely
competitive pricing.

The brand is for the budget conscious traveler, uncompromising on quality

of accommodation and services. The hotels under the Hometel brand bring
fresh designs, concepts and ideas in a vibrant and cheerful environment,
offering very basic features and services at a greater value. Facilities include
self-service, a buffet meal multi-cuisine restaurant, central air-conditioning,
wireless-internet connectivity, lively and highly functional guestrooms with
direct dial telephones, tea/coffee maker, mini refrigerators and writing desks.

Sarovar Hotels’ first Hometel was launched in Bengaluru, followed by

Hyderabad, Mumbai, Chandigarh, New Delhi, Pune and Roorkee. Hometel
Chandigarh is Sarovar’s first owned and managed Hometel in India with
unmatched extensive banqueting facilities.
4. Park Plaza :

Park Plaza hotels are located in downtown and airport locations of primary
and secondary cities. These are full-service 5 star hotels with rooms, suites,
meeting facilities, catering, restaurants, and room service with outstanding
service standards, excellent value, and a range of business facilities. Sarovar
Hotels operate Park Plaza in India under a franchise agreement with Carlson
Hotels Worldwide. 8 Park Plaza operate across Ahmedabad, Bengaluru,
Faridabad, Gurgaon, Jodhpur, Ludhiana and Noida, Park Plaza Chandigarh
and Park Plaza Shahdara will be launched soon.

5. Park Inn :

Park Inn serves a range of guests in suburban and leisure destinations. These
full service 3 - 4 star hotels offer clean, comfortable rooms, friendly, helpful
staff and special amenities and services for business and leisure travelers.
Park Inn presently has presence in Goa, Jaipur and Gurgaon
6. Geoffrey’s :

The evolution of Geoffrey’s™ derives inspiration from the quintessential

British pub. This quaint but throbbing English Pub is an ideal place to mix
business with pleasure or to just unwind after a busy day.

Geoffrey's is located across prime cities – Bengaluru, Chandigarh, Chennai,

Delhi, Faridabad, Goa, Gurgaon, Jodhpur, Ludhiana, Mumbai and Noida.

7. Oriental Blossom :

This fine dining specialty restaurant brand offers an exotic oriental

experience. One can explore the enticing cuisine of the Canton and
Szechwan region which provides a unique blend of authentic and innovative
fare for the discerning connoisseur.

The Oriental Blossom is located across prime cities – Ahmedabad,

Bengaluru, Chandigarh, Chennai, Gurgaon, Hyderabad and Mumbai
 Hotel Marine Plaza, Mumbai
Hotel Marine Plaza offers 40 Exclusive Suites and 28 Spacious Sea-facing
rooms that provide breathtaking views of the Arabian Sea and the Queen´s
Necklace.

We believe in creating a perfect ambiance for both corporate and leisure

travelers. Conference halls complete with state of the art amenities let you
take charge of key presentations and meeting while our Allamanda Terrace
lavishly decorated and offering breathtaking views of the Arabian sea plays
perfect host for gala dinners, wedding receptions & cocktail parties.

In south Mumbai’s business center, the 5-star Marine Plaza overlooks the
Arabian Sea and offers spacious, bright rooms. Hotel facilities include an
outdoor swimming pool and rooftop terrace garden.

Marine Plaza’s air-conditioned rooms feature large windows, many with sea
views. Each has a private bathroom. Room service is available throughout
the day.

Geoffrey’s serves classic English pub food. The Oriental Blossom offers
Chinese cuisine. Guests can enjoy a buffet or light a la carte meals at The
Bayview, the Hotel Marine Plaza’s 24-hour restaurant.

Guests can use the Marine Plaza’s well-equipped fitness center or relax in
the hot tub. Dry cleaning and laundry services are available on site.

Girgaon Chowpatty Beach is less than 3.2 km from the hotel. Chhatrapati
Shivaji Airport is a 30-minute drive away.
Churchgate is a great choice for travelers interested
in architecture, sightseeingand culture.

This property also has one of the top-rated locations in Mumbai! Guests are
happier about it compared to other properties in the area.

Couples in particular like the location – they rated it 9.2 for a two-person
trip.

This property is also rated for the best value in Mumbai! Guests are getting
more for their money when compared to other properties in this city.

Location
29 Marine Drive, Churchgate, 400020 Mumbai, India
LOBBY
 ACCOMODATION

Hotel Marine Plaza offers 40 Exclusive Suites and 28 Spacious Sea-facing

rooms that provide breathtaking views of the Arabian Sea and the Queen´s
Necklace.

We believe in creating a perfect ambiance for both corporate and leisure

travelers. Conference halls complete with state of the art amenities let you
take charge of key presentations and meeting while our Allamanda Terrace
lavishly decorated and offering breathtaking views of the Arabian sea plays
perfect host for gala dinners, wedding receptions & cocktail parties.
 EXECUTIVE SUITE

Our Executive Suites are stylish and majestic. They have a living room and a
bedroom, a setting which provides privacy. Offering partial views of the
enchanting Arabian Sea, our roomy, luxurious suites are available with
either twin or double beds and are ideal for families and the discerning
business traveler.
 King/Twin Bed
 Partial Sea View
 Free Wi-Fi
 Separate sitting area
 Fully Air-conditioning
 SEA VIEW ROOM

Room Size 31 m²

Overlooking the sea, the fully-furnished rooms feature large windows,

minibar and flat-screen satellite TV. The private bathrooms include a
bathtub, hairdryer and shower.
 DELUXE SUITE WITH PARTIAL SEA VIEW

Bigger than most in Mumbai

댴 Private bathroom

Room Size 51 m²
Bigger than most in Mumbai

This suite features a sea view, master bedroom, separate living and dining
areas and a marble bathroom.
 SUITE

댴 Private bathroom

Room Size 60 m²
Bigger than most in Mumbai

This suite features high-end furnishings using raw silk and satin upholstery.
The living room, dining room and bedroom offer sea views.
 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 is in 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 oldest inns go back to the 16th century B.C. and ventures by Husband
and wife teams who provided large halls for travellers to make their own
beds and sleep on the floor. The cooking and recreation was provided by
Husband and wife team.

In the modern Hotel Industry, each activity involved in the service of the
guest is specialized; such as “front office” for booking reservations etc. It
acts as a guide for the guest to various services available in the hotel.
Therefore, front office of a hotel leaves an impression with guest about the
hotel and the kind of service available there
FRONT OFFICE MANAGEMENT

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

.JOB PROFILE OF FRONT OFFICE PERSONNEL

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:-

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.FRONT OFFICE SUPERVISOR

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.
Grooming Standards

**BE WELL GROOMED AT ALL TIMES**

Ladies should neatly tie their hair away from their face. They should
wear light make –up, simple bindis if required. Similarly, the ear studs,
finger ring and bangles should be simple, but not more than two. Nails
should be neatly trimmed and if polished should be in sober shades.

Gents should trim their hair a level above their ears, collar and away
from face. They should trim their moustache or clean shaved. They should
not wear ornaments; however they may wear one ring per hand if required.
The nails should be clean and trimmed.

 Uniform clean, well—pressed and buttoned top, badges worn on left

above pocket, displayed prominently.
 Shoes cleaned and polished. No chappals/flats should be worn.
 Watch your posture. Do not slouch or hunch when you are not busy.
Stand erect.
 Do not shout at your colleagues while taking a message.
 Keep your work area clean.
 Observe your break like tea, lunch and dinner as prescribed.
 Help colleagues when they are stressed and when you are free.

YOU REPRESENT YOUR HOTEL, EACH TIME THE GUEST CALLS

OR VISIT, HE CARRIES BACK AN IMAGE OF YOUR
ORGANISATION. YOUR PERFORMANCE CAN AND WILL MAKE
THE DIFFERENCE.
 ~ COMMUNICATION CENTRE ~

The communication centre plays a vital role in the working of the hotel. It
comes in contact with all the departments. The communication centre is the
first contact that anyone has with the hotel when calling up the hotel.

The communication (com.) centre carries out the following tasks:-

 It takes down reservations.

 It connects calls to different department of the hotel.
 Com. Centre employees also screen calls meant for managers and
executives.
 A first aid box is also maintained by the Com. Centre and if any guest
requires it, Com. Centre forwards the request the concierge to deliver
it to the room.
 Com. Centre also keeps few common medicines such as crocin,
coldrin, etc. which are available to the guest.
 Com. Centre also connects any internal calls to external lines.
 It also maintains the keys of the hotel cars, the electronic safe key, etc.
and maintains a key register for the same.
 Com. Centre is also responsible for handling of DVD’s and its player
which are made available on guest’s request.
 Com. Centre also has the emergency phone in case of any fires, etc.
 Maintains a record of external calls requested by hotel employees.
 DUTIES OF FRONT OFFICE MANAGER

1. Participate in selection of front office personnel.

2. Trains, cross-trains, and retrains all front office personnel.
3. Schedules the front office staff.
4. Supervises workload during shirt.
5. Evaluates the job performance of each front office employee.
6. Maintain working relationships and communication with all
departments.
7. Maintains master key control.
8. Verifies that accurate room status information is maintained and
properly communicated.
9. Resolves guest problems quickly, efficiently and courteously.
10. Review and completes credit limit report.
11.Works within allocated budget for the front office.

DUTIES OF RESTAURANT MANAGER

1. Develops, with department head assistance, operating budgets.

2. Monitor budget to control expenses.
3. Serves as restaurant contact for all advertising activities.
4. Supervise, schedules, and train food & beverage controller and
assistant restaurant manager.

5 Works on special problems as assigned by owner.

6. Conduct cost reduction studies.

7. Is available to provide assistance as needed during busy period.

8. Audits source documents to ensure that all monies due have been
collected.

9. Meets with clients plans and prices special catered events.

DUTIES OF BEVERAGE MANAGER

1. Maintaining warm, hospitable guest relations in all guest contacts.

2. Meeting or exceeding budgeted goals in sales and profit for the
lounges and bars.
3. Development accurate and aggressive long-and short-range financial
objectives relating to liquor sales.
4. Operating within budgeted guidelines.
5. Knowing the competition and keeping current with industry trends.
6. Maintaining effective control in the beverage department.
7. Implementing and supporting company policies and procedures.
8. Sustaining professional development of self and staff member.
9. operating in compliance with all local, state, and federal laws and
government regulations.
10. Maintaining fair wedges and salary administration in the department
in acc ordance with corporate policy.

10. Maintaining positive staff relations in a supportive environment.

 DUTIES OF ROOM DINING MANAGER

1. Checking the physical condition of the dining room before it opens.

2. Checking the place setting on tables and the condition of the china,
glassware, and flatware.
3. Making sure the menus are or reservation that have been made.
4. Noting the no. of reservation that have been made.
5. If necessary, rearranging tables to accommodate large guest groups.
6. Checking the schedule to make sure enough service personnel will be on
hand.
7. Observing and, when necessary, recording the job performances of service
staff.
8. Detecting dishonest servers and guest

Duties of restaurant servers

1. Set up the restaurant for service

2. Stock and maintain side station.
3. Fold napkin.
4. Prepare breads and bread basket or tray.
5. Prepare service tray.
6. Take restaurant reservation.
7. Greet and seat guest.
8. Provides appropriate service for children.
9. Take beverage order
10.Prepare and serve coffee.
11.Prepare and serve hot tea.
12.Take food order.
13.Serve the meal.
14.Respond to the dissatisfied guest.
15.Present the guest check.
16.Settle the guest check and thanks the guest.
17. Clear and reset the table.
18. Perform closing the side station.

HOTEL POLICIES

Check in/out Hotel Check-in Time is 12 PM, Check-out Time is 10

AM.

Cancellation Policy Cancellation and prepayment policies vary

according to room type. Please check the Fare policy associated with
your room.

Extra Bed The inclusion of extra bed with a booking is facilitated with
a folding cot or a mattress as an extra bed.

Payment Mode You can pay now or you can pay at the hotel if your
selected room type has this option.
 KEY OBSERVATIONS & UNIQUE FEATURES

 Front office department comprimise of Front desk, bell desk,

operators, Airport representatives, travel desk & reservations.
 The Airport representatives stays at the airport and bring the guest to
the hotel.
 The Bell desk looks after handling the guest luggage.
 The front desk looks after the guest check in and checkout.
 The reservations look after the guest room booking.
 The operator handles the guest request and look after the internal calls
as well as external calls.
 Travel Desk look after arranging guest travel booking.

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.
LEARNING & OBSERVATIONS

 Handling guest Queries.

 Different room types & categories.
 Left Luggage procedure.
 VIP categorisation on the basis of there designation.
 Procedure of entering the room.
 Filing of reg card.
 Store pickup.
 Room move procedure.
 Escorting the guest to the room with there luggage.
 Making amenity vouchers.
 Co ordinating with different departments.

5 Reasons to Choose Hotel Marine Plaza

Prices you can't beat!

Manage your bookings online

They speak 2 languages

Booking is safe

One of our top picks in Mumbai

 FOOD & BEVERAGE SERVICE DEPARTMENT

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.

Working in food and beverage service offers a wealth of opportunity for

professional development and advancement; for those committed to the
hospitality industry, a fulfilling, exciting, and enjoyable carrier a waits.

Services at its best:-

Before the restaurant is open for guests, make sure all the tables are
properly laid with cutlery, glass ware, fresh and neatly folded and the cruet
sets.

It is important to receive the guest with a smile, and wishing the time of
the day.

 Escort the guest to the table and seat them, Open and offer the menu
card to the guest. Take the food and beverage order.* Never get into
arguments with the guests; but always be polite.
 Make sure the food and drinks are served in correct sequence.
 Always serve the senior persons and the ladies first.
 Make sure the cold food is served cold and the hot food piping hot.
 All the beverages are served from the right side and all the food served
from the left side. Clear the dishes from the right side.

After the service is completed, make sure the guest is seen off again
with the same genuine smile as to make dining experience a memorable
one.
Basic etiquettes & manners for the Restaurant staff:-

 Receive and attend the guest as soon as they enter the outlet.
 Wish the time of the day and welcome them; assist them if they are
carrying any parcel or luggage.
 Address the guest by their name and be very polite; do not interrupt
them while they are talking to each other.
 Help the ladies first and then the others by adjusting the chairs.
 Stand erect all the time and be attentive.
 While taking the order, remember his/her favourite dish.
 Speak softly and avoid unnecessary conversation.
 Make sure the food and beverage are served in right order and
sequence with correct accompaniments and garnishes.
 After service, make sure the table are cleared leaving the water glass
till end.
 Always present the bill/cheque to the host when asked for.
 Never solicit for tips, always remove the tips after the guest leave’s
 Never forget to say “Thank you” to the guest while leaving.

Always appear cheerful, pleasant and take pride in the work

ORIENTAL BLOSSOM

The Oriental Blossom is undoubtedly one of Mumbai´s finest speciality

Cantonese and Szechwan restaurant. It encompasses the Cantonese and
Szechwan cuisines of the two most prolific regions in China, namely
Szechwan and Cantonese.

The restaurant's earthy colours, bright interiors, wide glass windows, and
warm ambience create an atmosphere of elegance suitable for the discerning
connoisseur. The 2 private dining rooms are ideal venues to hold
confidential business lunches or dinners.

Master Chef Huang Te Sing was introduced to Chinese cuisine at a very

young age by his father, a Chinese master chef himself. He was
indoctrinated into the art of creating and presenting Chinese cuisine in its
most authentic form while at the same time catering to the contemporary
taste buds of modern day patrons. His firm grasp on Szechwan and
Cantonese cooking styles is evident in all that The Oriental Blossom offers.
THE BAYVIEW

Our 24 hour dining restaurant, The Bayview, helmed by Chef Kshitiz

Shekhar, is designed like a ship. The restaurant is designed like a ship and
offers a multi-faceted buffet meal that begins with breakfast and goes on to
offer one of the most sumptuous midnight buffet spreads in the city.
Intimate, casual yet elegant, it´s a perfect place to unwind while feasting on
a gastronomic spread while taking in the spectacular view.
GEOFFREY'S

Geoffrey's - The English Pub is just the ideal place to unwind after a hectic
day at work. One of Mumbai's premier-most pubs, till date, Geoffrey's
continues to attract the who´s who of the business world. A fine selection of
scotch, malts and wines combined with an interesting selection of
international cuisine makes Geoffrey´s the ultimate pub experience.
SIN THE PASTRY SHOP

Located at the Lobby Level, Sin- The Pastry Shop offers an assortment of
custom-made cakes, pastries, bread, cookies, croissants and muffins freshly
baked in-house. Guest may purchase some of the finest gourmet grocery
products or simply indulge in a sinful array of pastries. We offer a promise
of quality and honesty and endeavor to go the extra mile.
Meeting & Banquets

PLAZA ROOM

To make every conference and meeting a success, Hotel Marine Plaza offers
specially designed areas for seminars, conferences, and events to suit every
budget and every need. Airy and spacious, the banquets ensure an
atmosphere of tranquility that is most conducive to productive meetings and
is ideal for corporate brainstorming sessions, team building, and leadership
training.
ALLAMANDA TERRACE

The Allamanda Terrace, lavishly decorated and offering breathtaking views

of the Arabian Sea is best suited for gala dinners, wedding receptions,
cocktails, and barbecues by the poolside.

Come to experience the high point of evolved indulgences for gala dinners,
lavish cocktails, wedding receptions, and corporate get-togethers.
BAYVIEW - SECTION I

Our Meeting Room - U Shape is equipped with the latest equipment

encompassing the best of technology to assist you in all your commercial
endeavors. Further enhancing your experience is the immaculate service and
personalized attention of our entire hotel team. We ensure no effort is spared
in making your event a grand success.

BOARD ROOM
 S O S POINTS IN BANQUETS:-

1)Cutlery and crockery polishing to be done weekly basis

2) Breakges in banquets to be maintined below.1 percante

3) Chafing dish to be properly cleaned and wiped

4) Crockery to be properly wiped and stacked

5) All chandeliers to be cleaned once in a month

6) Crockery chipped at corners not to be used

7) Weekly cleaning schedule followed for pantery area

8) The hall should be ready and checked properly before the guest arrive

9) Uniform of the staff has to be clean and well pressed

10) Comments cards to be given the guest after the function which can be
analyzed and rectified

11) Usage of dent pens cutlery has been almost stopped

12 )All buffet counter to have either flower arrangement or in additions to

the props we use

13) Cocktail napkins are being used in all vip function in place of normal
tissue

14) At no given point of time during the function ' the pre function area is to
be left unmanned

15) Carpet shampooing has to be done once in a month

TYPES OF SETUPS FOLLOWED IN BANQUETS:

As the day one has been dreaming about for years draws near, Hotel’s
wedding-tested staff stands at the ready to help turn his/her vision into
wonderful reality.

The Hotel understands how important it is that one’s wedding goes

according to plan, so the Hotel’s planner will work with him/her every step
of the way to make certain that's exactly what happens.

Conference Style

Also, called the “board room style”, is recommended for groups that have
less than 20 people. This arrangement can be setup by placing (2) six feet
long rectangular banquet tables side by side. The chairs will be placed
around the perimeter of tables.

Lecture Style

If your event consists of general meetings and/or lectures, the lecture style
arrangement is suggested. This layout works well with almost any size
group. Chairs are placed in rows one behind the other and are facing the
front of the room towards a podium or head table.

U-Shape

For presentations that have less than 35 people, it is recommended that the
room be set up in the U-shape arrangement. For this arrangement, simply
place your 6 foot rectangular folding or banquet tables in a U-shape
configuration and place the chairs on the outside of the tables.
Hollow Square

The hollow square setup is very similar to the U-shape. The major
difference is that both ends are closed. This arrangement can accommodate
more guests and is generally geared more towards discussions.

Classroom Style

The classroom style setup is primarily used when guest or participants have
to do some writing or note taking. Seminar tables can be used to seat up to
three guests who are seated on one side of the table and facing forward
towards the lecturer.

TABLES USED IN THE BANQUETS

The tables which are commonly used in the banquet functions are:

2.5*2.5 inches table is a square table

4*2.5 inches table is an oblong table

6*2.5 inches table is an oblong table

Round table

R/6 which means the diameter of the table is six inches

R/8 which means the diameter of the table is eight inches

R/10 which means the diameter of the table is ten inches

Round table is used for the semi-formal setup

 FOOD PRODUCTION DEPARTMENT

INTRODUCTION:-

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.

Food & Beverage Production is the core area of the Hospitality industry.
Major aspect of the Hotel industry is food as it is the true reflection of
hospitality.

The heart of the hotel is the kitchen. Guests who patronize these hotels
would visit them for various reasons, for locality, comfort, pricing and even
for the food that is served and presented to them. Also there are some who
visit these hotels for the purpose of having a meal or snack. Whatever the
case maybe, the kitchen plays an important role for the existence and
sustenance of the hotel.

It is one of the largest areas of food and beverage department comprising of

various kitchen and their sections. The number of kitchen, manpower and
work efficiency depends upon the size and type of the hotel, and the types of
meal and service to be catered, from the commercial viewpoint. It
contributed major revenue in any catering business. Kitchen is well designed
area in which food is prepared and looked for customer service. The
varieties of meals are prepared and looked by the skilled and semi skilled
culinary crafts and the key person, and food is served in specific areas of the
catering establishment.

This department is the other name for commercial kitchen. The Production
Department is the back-bone of the hotel, as it satisfies the palate of each
and every guest.

The Production Department is divided

into various sections to make the
work easy. This division is made on
the basis of the cuisine the person
specialised.

The different sub department is

Indian, Chinese, Continental,
Butcherand Pantry.

CONTINENTAL

All variety of continental dishes from soup to desserts is 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 soufflé mould and 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.

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

a) 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

b) 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.
CHINESE KITCHEN

Chinese is one of the specialized kitchen departments, which dishes out sum
of the authentic dishes of Chinese. All the ingredients are kept on the table
next to the range for a la carte preparation. The staff of Chinese Department
consists of well qualified staff that is experienced in the art of dishing out
traditional Chinese delicacies.

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.

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.
PANTRY

The main function of the pantry is to provide item of food and beverage
required for the service of meal and which is not catered for by the other
major kitchens of the establishments like pastry, continental etc.

The items generally provided are different fruit juice, refreshing beverages,
sandwiches and other bread preparations along with jams, butters and
different other items including ice creams.

Normally the equipments provided are

o Mixer
o Juicer
o Freezer

* Cut the pieces of vegetable according to the space in between the wires of
the grill. If the distance between the wires of the rack is too wide, and there
is a chance of your piece slipping, then cover the wire rack with a well
greased aluminium foil.

* The size of the tikkas should not be too small, because after getting cooked
they shrink. A very small piece after getting cooked can turn hard after
some time.

* While skewering or placing pieces of vegetables, the pieces should be

arranged such that there is atleast 1” gap between them so that each piece
can get its own space and heat all around to get cooked properly.
* When skewering vegetables, it is advisable to use thinner skewers, then
there is less chance of the vegetable or fish to break.

* Pastes like raw papaya paste, ginger garlic paste, onion paste, coriander
paste or chilli paste should be make with as little water as possible.

To keep the tandoori food soft and succulent, paste food with some melted
butter/soil or sometimes with the left over marinade. To paste, just pour the
oil/melted butter on the food that is being barbecued when it is a little more
than half done.

FISH AND SEA FOOD

 Fish and sea food gets cooked very fast. Overcooking makes it hard.
 The temperature should be low moderate as even a little high
temperature makes the sea food tough.

 Sea food is very perishable, so do not buy and keep it for long. Buy
fresh and cook the same day for good results. Do not use stale sea
food.
 When skewering delicate meals like fish and prawns, it is advisable to
use thinner skewers, and then there is lesser chance of the vegetable or
fish to break.

 Always place the tikkas or the seekhs/kebabs on the grill or on the

wire rack and never directly on the tray. When you place them on a
tray, the liquid that drips while grilling keeps collecting around the
food and keeps the food wet all the time. This prevents the tandoori
food from getting crisp on the outside. Whereas, if the food is placed
on the wire rack, the liquid drips down and food remains dry.

CHICKEN

 All boneless tikkas recipes could be made with chicken with bones.
Increase ¼ quantity of the marinade and all the other ingredients, if
using chicken with bones and grill for little longer, for about 20
minutes atleast.
 Cut the pieces of food according to the space in between the wires of
the grill. If the distance between the wires of the rack is too wide, and
there is a chance of your piece slipping, then cover the wire rack with
a well greased aluminium foil.

 The size of the tikkas should not be too small, because after getting
cooked they shrink. A very small piece after getting cooked can turn
had after some time.

 While skewering or placing pieces of chicken mutton, fish or even

vegetable, the pieces should be arranged such that there is atleast 1”
 gap between them so that each piece can get its own space and heat all
around to get cooked properly.

 Always place the tikkas or the Kebabs on the grill or on the wire rack
and never directly on a tray. When you place them on a tray, the liquid
that drips while grilling keeps collecting around the food and keeps
the food wet all the time. This prevents the tandoori food from getting
crisp.
 MUTTON

 Mutton should be marinated for atleast 4 hours to get soft kebabs and
tikkas. But if the mutton is marinated for too long with these, the
meat tends to get mushy and the kebabs turn extra soft and break on
cooking.
 A little tenderizer like kachari powder or raw papaya paste is
important to get soft and delicious kebabs (ready made kachari
powder is easily available in shops)
 Always buy very good quality mutton for making tandoori food;
otherwise you might have a tough time trying to cook it fully.

 While skewring or placing pieces of mutton, the pieces should be

arranged such that there is atleast 1”gap between them so that each
piece can get its own space and heat all around to get cooked properly.

 While hreading meat, the skewers should be pushed gently. They

should be woven through the tikka. This way there are less chances of
meat slipping down.

 Pastes like raw papaya paste, ginger garlic paste, onion paste,
coriander paste or chilli paste should be made with as little water as
possible.

 To keep the tikkas/kebabs soft succulent, baste food with some melted
butter/oil or sometimes with the left over marinade. To baste, just
pour oil/butter on the food that is being barbecued when it is a little
more than half done.
  To check if meat is fully cooked, break it a little. If it breaks off
easily, it is done. Otherwise it needs to be cooked more.

 If the mutton is not of very good quality, you may first pressure cook
the mutton and then marinate the cooked mutton and barbecue later at
the time of serving.

Garde Manger / Cold storage room

Garde Manger is considered by many to be the most demanding station/job

in any kitchen. Garde Mangers need to be able to apply proper seasoning to
food that is going to be served cold and in other cases, season food that is
going to be served hot.

Hotel has a superb Garde manger section where cold dishes (such as salads,
appetizers, canapes, pates and terrines) are prepared and other foods are
chef garde manger.

Bakery & Pastry

Sarovar Mumbai Bakery & Pastry section is in the basement level where
classic cake and pastry preparations are made.

It is a place to exhibit culinary and kitchen management skills by focusing

on advanced garnishing techniques, large scale production, artisan breads,
dessert and wine pairing, and decorative arts such as chocolate, sugar or is a
specialized area. All types of bakery and pastry items are prepared for
regular as well as special occasions and this is one of the core specialized
area in hotel industry.
 HOUSE KEEPING DEPARTMENT

INTRODUCTION

As the name suggests, housekeeping operations are related to the upkeep of

the hotel. Housekeeping is basically concerned with the smooth running of
the place, as it has to maintain the hotel from the lobby to the room to the
restaurants and the cleaning of the public areas. This Unit intends to
introduce you with the housekeeping activities and will also apprise you
with the managerial aspects of the Housekeeping Department. An attempt
has also been made to establish its linkages and healthy relationship with
other departments of the hotel.

The Org. chart of Housing Keeping Department Hotel is as follows:

Lost & Found

Linen/Uniform

Floor Supervisor
Executive House Asstt. House
Keeper Keeper
Public Area
Supervisor

Laundry

Horticulture
This department is also known as accommodation operation department.
Housekeeping department plays a very important role for guest satisfaction
by keeping the property clean, comfortable and hygienic. The housekeeping
department takes pride to create “home away from home”. As we all know
hotel’s margins comes from rooms sales and up-keeping of rooms i.e. by
maintaining rooms during guests stay and preparing room after they check
out etc.

Lost and Found Department

Many a times while cleaning a guest room attendant comes across some
personal items of the guest left behind. All the articles found while cleaning
the rooms are, thus, handed over by attendants to the Floor supervisor, who
maintains a list of the found articles against the specific room number.

Linen and Uniform Room

The linen room is the centre stage for the supporting role that the
Housekeeping Department plays in the hotel. Most linen rooms are
centralized and act as a storage point and distribution centre for clean linen.
Usually, a par stock is maintained on each floor or at each unit to suffice
immediate requirements. Although the term ‘linen’ originally referred to
those fabrics made from the fibre derived from the stem of the flax plant,
linen in this context means all launder able articles and often includes
pillows, mattresses, shower curtains, fabric lampshades and upholstery that
are also handled by the linen room.
There are Tailors and Upholsters under Linen & Uniform department to
take care of the uniform and other linen stitching working and upholstery
work of various hotel furniture items.

Floor

The Floor Supervisor inspects and maintains the cleanliness and physical
condition of the hotel guest rooms, meeting rooms, hallways and public
areas. Shall immediately report damage or problems with the guests room &
room equipment. She will communicate with the Front office all vacant and
clean rooms, completion of guests requirement, etc. She will also be
responsible for collecting all Lost & Found items, entering the information
in the Lost & Found Log, and securing the items in a locked cabinet.

Different types of machine’s use in

HOUSEKEEPING

1. ERGO DISK DUO [ SCRUBING MACHINE ] - TASKI (432HS)

2. VACCUM MACHINE – EUREKA FORBE (4D/930)
3. SINGLE DISK [SCRUBING MACHINE] – VICTOR (020HWF1005)
4. JET SPRAY – KARCHER (H/D 6/15C)
5. VACCUM MACHINE – KARCHER (T-201)
6. VET AND DRY VACCUM – KARCHER (NT 36/ELO)
7. CARPET SHAMPOOING – KARCHER (BPS 43/500<)
8. HAND SCRUBING – HITACHI (SAT-180)
9. CARPET SHAMPOOING – KARCHER (P4 33i-100)
Bathroom supplies

 SOAP

 COTTON TIPS

 DENTAL KIT

 MOUTH FRESHER

 COMB

 HAIR CLEANER

 HAIR CONDITIONER

 SHOWER GEL

 BATH SALT

 TISSUE BOX

 TOILET ROLL

 SHAVING KIT

 TOWELS & NAPKINS

Public Area

Public area supervisor is responsible for supervising the cleaning and

maintenance of the public areas . She shall manage all department functions
including short and long term planning, as well as day to day operations.
Through effective communications with all hotel operational departments
shall resolve situations impacting guest service or malfunctions of
departmental equipment. She shall also be responsible for maintaining all
departmental assets including equipment repairs and maintenance and ensure
all departmental areas are maintained, clean, and organized.

Laundry Services

The laundry services extended to the guest are usually provided by the
housekeeping. The laundry to be washed is collected from the guest room
and the washed, dried and ironed clothes are supplied back to the guest
room. Earlier, all the hotels had in house laundry services but nowadays
many hotels have out-sourced this service, both for the hotel linen as well as
for the guest laundry.

Laundry Chemicals

The following are the laundry chemicals used:

 Cuff & collar – removes dirt associated with sweat.

 Nitrogen Oxide (NOX) Super – removes oil, grease & protein stains.
 Hydrofluoric Acid – used for removing rust and metal stains.
 Acetic acid – used for clothes that may loosecolour. Helps the cloth to
retain colour.
 Clax protein – used for blood and protein stains removal.
 Clax tannin – used for tea and coffee stains.
 Clax 200 S – used for oil stains in prewash.
 Clax O.B – detergent booster with optical brightener.
 Clax Build – alkalinity booster. Used for removing medium hardness of
water.
 Hypo Magic (Chlorine Bleach) – used for removing heavy protein stains.
To be used at 60 degrees celsius.
 ClaxSonril (Oxygen Bleach) – to be used 80 degrees Celsius.
 Clax Neutral – neutralizes alkalinity and chlorine from clothes.
 Clax Softener – non yellowing fabric softner. Used for towels and white
linen.
 Clax Sept – used as fabric sanitizer.
 Collect
linen from Exchange
the floor clean linen
pantry. for dirty.

Issuing
To
Unites Sort, Count
and Bag
soiled linen

Storage Transportat
with a rest ion to
on the shelf central
for linen in collection
use point

Check
Laundry
&
(OPL)
Inspect

LINEN CYCLE
 THE ACTIVITIES OF LINEN ROOM

Collection
Stock- Security
Taking &
& Transporta
tion
Records

Repairs
Sorting
&
&
Counting
Alterations

Monogram Linen
Packaging
ming Room

Distributio
n
Dispatch
To
Unit

Storage Delivering
Checking
&
Inspection
 CLASSIFICATION OF LINEN

Linen is classified in to following type:-

 Bed linen:
 Mattress protector, bed sheets, Blanket /crinkle sheet/night sheet ,
 Bed cover/bed spread., Pillow slips, Pillow cover/pillow case.

 Bath linen: -
 Bath sheet/blanket, Bath towel, hand towel, Face towel, bath mat,
 Towels for health club, Swimming pool.

 Napery: -
 Table cloth, Slip cloth/Nappron, Servieties, Cocktail napkin, Bar
runner,
 Freshner towels, Moultans, place mats

 Soft furnishings: -
 Draperies, Sheet/Net/Glass curtains, Wall hanging lamp, Cushion
cover,
 Shades, Uoholestery.

 Cleaning cloth: -
 Dusters, Glass cloth, Flannel poushing,Mops and mop heads.
 STANDARD SIZES OF LINEN

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 –

(a) Polyfill (cotton)

(b) Feather (duck, goose)

Blanket: Single – 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)

 Florist Dept

Fresh floral arrangements all over the hotel are maintained by the
housekeeping department. The private areas like guest bedroom or the public
areas like the restaurants and the lobby floral arrangements are made by
housekeeping department.

EXECUTIVE HOUSE KEEPER 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.

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.
 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.

SEWING ROOM

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

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

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.

FURNITURE REPAIR ROOM

Here, the entire repair for wooden work and upholstery work is carried out
by the carpenters.
 DEPARTMENTS THAT HOUSE-KEEPING CO-
ORDINATES WITH:-

FRONT OFFICE

Co-Ordination with Front Office is one of the critical features of House

Keeping Operation. As soon as there is guest Departure the Front Office
informs the House Keeping desk and report the room number of the guest
vacating so that House Keeping can take them to clean and prepare for sale.
Rooms taken over by House Keeping for cleaning is called “departure
room”, while cleaned rooms handed over to the Front Office for sale are
called “Clear room”.

PERSONNEL

House Keeping co – ordinates with the personnel department for the

recruitment of house keeping staff, induction, locker facilities, transfer,
promotions and formalities.

PURCHASE

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

FOOD AND BEVERAGE

The restaurant and banquet constantly require clean table clothes, napkins
etc. their staff as well as those in the kitchen require clean uniforms - the
former are in guest contact and the latter, due to strict hygiene required in
kitchen .

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.
TYPES OF REGISTERS AND FORMATS

MAINTAINED IN HOUSEKEEPING

 Following are the registers and files maintained in House Keeping:-

 Register for Guest and any other messages.

The register keeps all the messages and requests from guests or any other
departments. Messages are like request for a fresh towel, shampoo,
additional blankets etc. There are about 5 columns to write down
information like. The room number or area, message time received, action
taken and the name of the person who did the job.

 Maintenance Complaint Register

The register is for recording outstanding maintenance, which are not done.
The register contains five column such as date of maintenance, complaint
number, given to, slip no, details of work done/not done.

 Log Book

This is the single most important register where all the necessary
information is written down by supervisor and executive housekeeper at the
beginning of every shift for the instructions by the previous shift.
Guest Laundry Register

Records of all guest laundry and house guest laundry on day to day basis are
maintained in this register. This register has format like date, room number,
guest name, number of items, details like washing, pressing, bill number
delivery date , houseman name etc.

 Room occupancy report file.

Room occupancy reports are important for executive house keeper to

determine the level of work load. This enables him to provide adequate staff
to meet the exigencies of each day.

 Duty Roaster Register

The register is for the information of the staff of the Department, as regards
their duty timings/shifts.

 Laundry slip file

All Laundry slips are filed in this file on a day to day basis.

 Lost and Found Register and Slip Book

This register is maintained to know the articles lost and found of the guest.
Slip book has three copies one copy goes to the article, second copy goes to
the founder of article and the third copy remains in the slip book.
 ~ 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. The staffs have privilege
of five types of leaves:-

 Casual
 Privilege
 Festival
 Medical
 Earne

REGISTERS MAINTAINED:-

 Muster Roll
 Form XII
 Form IV EE
 Festival Register
 Wage Slip
 Service
 Maternity Form I
 ~ OTHER DEPARTMENTS ~

Engineering Department

This Department generally coordinates with the house keeping Department

and keep the hotel functioning properly from the Engineering side. There
are total of 21 staff working here.

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.
 TRAINING SCHEDULE

TRAINING DURATION

1ST DECEMBER 2017 TO 30th APRIL 2018

DEPARTMENT OF TRAINING

FOOD PRODUCTION

FOOD & BEVERAGE SERVICE

HOUSEKEEPING

AREA:

FOOD PRODUCTION: BANQUET KITCHEN

1st DECEMBER 2017 TO 5th JANUARY 2018

FOOD & BEVERAGE SERVICE: BANQUETS

15th FEBRUARY 2018 TO 30TH APRIL 2018

HOUSEKEEPING: 6TH JANUARY 2018 TO

 CONCLUSION

My Industrial Training at “MARINE PLAZA, MUMBAI.”

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.