CHAPTER 1
PROFILE OF THE HOTEL
JW Marriott is a luxury hotel chain of Marriott International. It is named after J.W. Marriott
the founder of Marriott Corporation. JW Marriott hotels are in a higher tier than traditional
Marriott Hotels, offering more luxurious rooms and amenities. The JW Marriott brand was
established in 1984, with the opening of its first hotel in Washington.
The Founders
In 1937, East coast entrepreneurs Ernest Henderson and Robert Moore made plans
to create a hotel chain. They started by buying the Stone haven Hotel in
Springfield, Massachusetts. Their goal was to create a network of hotels from
which customers could experience a consistent standard of service, which they
could expect from all hotels bearing the Sheraton name. These same principles
form the backbone of Sheraton's mission statement to this very day.
Headquarters: 1937 in Springfield, Massachusetts U.S
The Name
The Sheraton name has a more auspicious history than you might think. It came
about when one of the hotels Henderson and Moore purchased, already named the
Sheraton Hotel, had a sign out front that was simply too expensive to take down.
They then made the decision to give all of their hotels the same name, and add
signage to those hotels
J.W. Mariott
Arne M. Sorenson(president& CEO)
The Beginning
Henderson and Moore spent the early 1940s expanding their hotel chain by
buying up fledgling hotels, mostly throughout the Boston area. They further
expanded to the New York, Philadelphia and New England markets. By 1945,
they had hotels in every state along the East coast. In 1949, the Sheraton Corp.
made history by becoming a publicly traded company, the first hotel chain to be
listed on the New York Stock Exchange. In 1949, the company reached another
milestone when it purchased two Canadian hotels, making it an international hotel
chain.
Brands
Along with the basic Sheraton brand, the chain also offers a mid -level lodging
experience by way of the Four Points by Sheraton brand. The St. Regis, Luxury
Collection and Le Meridian (International) brands offer varying degrees of
higher-level lodging, while the W Hotel brand offers more cutting -edge, modernstyle hotel services .
Sheraton Today
Since being purchased by Starwood Hotels and Resorts Worldwide in 1998,
Sheraton has become one of the largest and most known hotel chains in the world.
Sheraton hotels can be found in over 100 countries, and on every continent other
than Antarctica.
Our location focuses on offering attractions of the city along with maximum benefits for
business and leisure travelers. The hotel features 25,649 square feet of elegantly designed
meeting spaces and is one of the largest pillar-less halls in the garden city with features like
modern architecture, design, central air-conditioning, ambient lighting and access to
everything that makes an event completely energizing and effortless. Our guests can choose
to dine at an array of comprehensive and exciting food & beverages which provide authentic
cuisine, innovative experiences, warm service and great value. Shine Spa for Sheraton®,
consists of 10 treatment rooms of contemporary splendor, dedicated wholly to uplifting the
senses and presents you with a luxuriously soothing environment. The guests also have
access to a fully equipped fitness center and a beautiful infinity pool, ensuring their fitness
regime is undisturbed during their stay.
The Hotel is part of a fully integrated lifestyle enclave, Brigade Gateway, with access to
WTC, Orion Mall, Columbia Asia Hospital and much more.
Plan your event in one of the Hotel's modern and versatile spaces, which can accommodate
groups ranging from 12 to 1000 guests.
 Enjoy easy accessibility to Kempegowda International Airport located at a convenient
distance
 Delight in the convenient connectivity to the leisure attractions of the city with
Namma Metro
 Conduct business with ease from our prime location near World Trade Center,
housing global offices.
HISTORY OF SHERATON
Sheraton grand is an international hotel chain owned by Marriott international. The origin of
the brand date back to 1993, when Harvard classmates Ernest Henderson and Robert Moore
purchased
the continental hotel Cambridge, Massachusetts. In 1937, they purchased the
standard investing company and made it the company through which they can ran their
hotels.
Their second hotel, and first as part of the new company, was stone haven hotel in spring
field, Massachusetts, a converted apartment building they purchased in 1937.the chain got its
name from its third hotel pair acquired in Boston , which they already had a large lighted sign
on the roof saying Sheraton hotel that was too expensive to change. Instead, Henderson and
Moore decided to call all of their hotels by that name. On January 13, 1992, ITT Sheraton
designated 28 of its premier hotels and 33 Sheraton towers.
The luxury “hotel-with-in-hotel “facilities located within Sheraton are largest and most
exclusive hotels, as ITT SHERATON LUXURY COLLECTION. The flag ship of the
division was the st.regis in New York City.
In 1994, ITT SHERTON purchased a controlling interest in the Italian CIGA chain, the
company‟s Italian grandi alberghi, or Italian grand hotels company, which had been seized
from his previous owner, the aga khan, by its creditors. The begin by the operating hotels in
Italy.
But over expanded across Europe just as a recession hit. The majority of these hotels were
placed in the ITT SHERATON LUXURY COLLECTION, though a few were placed in the
Sheraton division. After Sheraton Purchase by Starwood, the luxury collection was marketed
as a separate division, though it somehow confusingly contained a large number of hotels still
named Sheraton. Most have been renamed over the last few years, there are only 4 such
hotels remaining today, operating with the name Sheraton technically part of Sheraton –
Sheraton Bangalore ,four points by Sheraton Bangalore etc.
In April 1995, ITT SHERATON INTRODUCED a new, mid-scale hotel brand, four points
by Sheraton hotels, to replace the designation of certain hotels as inns.
In 1998, Starwood hotels & resorts worldwide, Inc. Acquired ITT SHERATON, outbidding
Hilton. Under Starwood leadership, Sheraton began renovating many hotels and expanding
the brands footprint.
In 2016, Marriott international purchased Starwood hotels, newly –
merged company became the largest hotel and Resort Company in the world.
Sheraton hotels have further expanded its global footprint by securing management contract
at Sheraton princess kaiulani hotel Hawaii, Sheraton new york Times Square hotel, Sheraton
center Toronto, le center Sheraton hotel Montreal, Sheraton Amsterdam airport hotel,
Sheraton Hong Kong hotels and towers etc. At Sheraton grand Bangalore luxurious living
and fine dining find common ground. Whether it is introducing exotic world cuisines to India
or taking authentic India fare to the world, the Sheratons grand is renowned for the eclectic
culinary experiences it brings to its guests. Through a vast repertoire of award-winning
restaurants, legendary Recipes from royal kitchens and celebrated food festivals, the Sheraton
has pioneered innovation in fine dining across the world.
Sheraton grand also promises a
whole new experience of tranquility and total wellness, through shine spas a unique concept,
which brings together the wisdom and heritage of the Asian and Indian philosophy of
wellness and well-being. Rooted in ancient Indian healing knowledge, shine spa derive
inspiration and spirit from the holistic concept of living .there is a basket of fresh and unique
experiences under the shine spa umbrella of offering ,yoga and meditation ,mastered and
disseminated by accomplished practitioners ,authentic ayurveda and unique Sheraton
signature treatments . royal way in service experiences ,holistic treatments involving body
therapies , enlivening and meaningful rituals and ceremonies and unique natural product s
blended by hand ,come together to offer a truly calming experiences.
Sheraton hotels & resorts is committed to replicate its domestic success onto international
lands & shores with plans to build an international network of luxury hotels, which will
provide an exemplary product –service combination and in the process create a global brand.
The current international portfolio includes luxury hotels in India, business and hotels
destinations in the Middle East and Africa ,serviced apartments in the uk , the first hotels in
china and three a top-end luxury hotels in the US. Throughout the company‟s expansion, its
mandate has been twofold: to infuse a sense of Indian heritage and culture within each
diverse property, while also anticipating the needs and desires of the sophisticated traveler.
Over the years, the Sheraton has won international acclaim for its quality hotels and its
excellence in business facilities, services, Cuisines and interiors.
CHAPTER 2
PROFILE OF THE DEPARTMENT TRAINED IN
FOOD AND BEVERAGE SERVICE
With access to nine restaurants and lounges, the Hotel provides for a diverse and authentic
dining experience at each of its venue.
FEAST
The vibrant and interactive all-day dining restaurant takes a unique culinary approach, using
fresh ingredients in creative and enticing show kitchens. Sample Indian, Southeast Asian and
Western cuisine in world-class buffets and à la carte meals.
Open for breakfast, lunch and dinner.
Even though it‟s a buffet restaurant the foods are served to the guest on table as they request.
Meanwhile during breakfast the beverages are served to guest by taking the orders. And also
during lunch and dinner the starters was served on the table.
It was the vast experience working in this multi cuisine restaurant as a hostess I also had to
explain about the buffet items to the guest. I also took à la carte orders and served them.
Celebrated the Indian food festival, gastronomically journey through flavours of India at
feast, Sheraton grand Bangalore hotel at brigade gateway. The hotel as successfully hosted an
Indian food festival at property show casing the authentic dishes from different regions of the
India that are crafted specially by the talented teams of chefs .
The entire team will dress up in traditional kurta & pyjamas attire let you experience the true
spirit of the India.
Cuisine
Multi cuisine
phone no
+918042520133
Hours of operation
6:30 am to 10:30 am (breakfast buffet)
12:30pm to 3:30pm (lunch buffet)
6:30pm to 11:30pm (dinner buffet)
à la carte: Anytime during operation
Serving style
Buffet , à la carte
Reservation
Required for the groups
DUTIES AND RESPONSIBLITIES OF RESTAURANT STAFF:

All types of catering establishments require a variety of staff position in order to
operate effectively and efficiently

The food and beverage service department usually has the largest staff.

Able leadership and supervision is required to effectively direct the department and
guide the staff

The personnel in the food and beverage service industry requires practical knowledge
of operations as even a small error can cause displeasure to the guest

Coordination of activities of all outlets is essential to provide the guest with quality
service at all times

Team work is the watchword in any food & beverage service department

A dedicated and committed team, with able leadership, under ideal working
conditions, helps in fulfilling the establishment‟s ultimate goal of guest satisfaction
the important duties and responsibilities of the restaurant staffs are discussed in this
section.
LOBBY LOUNGE
Located in the lobby front the entry and lobby pc, get connected to your friends and work at
lobby lounge .serving up some of Sheratons most well kept secrets from the juicy Sheraton
club sandwich to the zesty sangria that you won‟t be able to get off your mind, its perfect
venue for small get –together and informal business meetings. To ensure the comfort and
health of our hotel s guests, Smoking is not permitted in the lobby lounge. The smokers
lounge is located near feast, the hotels all day dining venue, and comes complete with
snooker table to help you pass the time while enjoying a game or two with friends.
BAR AS A FOOD AND BEVERAGE OUTLET
The bar is mainly designed to serve alcoholic beverages to the guest according to their order.
It also includes the service of snacks like potato wafers, nuts etc. and other items like cigars,
cigarettes‟. And also mainly responsible of bar staff is to serve alcoholic beverages like gin,
brandy, vodka, whisky, wine, champagne, beer etc.
And food accompanies their drinks. Bars also serve a variety of restaurant to their clients.
They can be made by combination of fruit juices, syrups, non-alcoholic cordials, milk, cream,
and eggs etc.
A very popular drinks with sportsmen and women drank is a mixture of fresh orange juice
and lemonade. Many snacks‟ items of food served by server in the bar are with intention to
make the customers thirsty and buy extra drinks. For example: The service potato crisps in
the bar. Now a day‟s many crisps are either salted or flavoured and the flavouring‟s having
the salty base to them. The food items which are served as cocktail bar accompaniments are
as follows,
• Cheese cubes
• Salted biscuit
• Cocktail gherkins
• Dry roasted nuts
• Plain nuts
• Salted nuts
• Pickled onions
TYPES OF BAR

Cocktail bar: this bar deals with the sale of restaurants and alcoholic beverages

Concept bar: a bar with certain theme or concept is known as concept bar

Club bar: these are bars that are meant for club members or specially reserved for
guests who are attending meetings

Dance bar: dance bars have a dance floor and are mainly meant for guests who
prefer
dancing and drinking, in these bars emphasis is given on music, light
arrangement and drinks

Dive bar: this type of bars that serves alcoholic drinks of inferior quality. The drinks
of inferior quality.

Floating bar: the bar that are located near swimming pool are termed as floating bars
ORAGANISATIONAL CHART
DIRECTOR OF
FOOD
&BEVERAGE
FOOD
&BEVERAGE
MANAGER
ASSISTANT FOOD
& BEVERAGE
MANAGER
RESTAURANT
MANAGER
BAR MANAGER
TEAM LEADER
BARTENDER
ASSOCIATES
ASSOCIATES
TRAINEES
JOB TITLE: FOOD & BEVERAGE DIRECTOR / MANAGER
REPORTS TO: General Manager
POSITION SUMMARY:
The Director of Food & Beverage is responsible for co-ordinating all phases of group
meeting/banquet functions held in the Hotel; coordinate these activities on a daily basis;
assist clients in program planning and menu selection.
Solicit local group Food & Beverage business; maintain the services and reputation of Your
Hotel and act as a management representative to group clients.
DUTIES AND RESPONSIBILITIES:
 Achievement of budgeted food sales, beverage sales, labour costs and profitability.
 Completion of Customer Follow-up calls on a timely basis.
 Timely analysis of Food & Beverage Prices in relation to competition.
 Participation and input towards F&B Marketing activities.
 Entertainment of potential and existing customers.
 Preparation of Sales Promotions & Mailings.
 High employee retention.
 Personal development and growth.
 Discipline of personnel when required.
 Responsible for overseeing all scheduling within the department.
 Participation towards overall Hotel Maintenance and cleanliness.
 Achieving service that exceeds expectations.
 Overall maintenance of the operation at a level in keeping with the standards prescribed.
 Minimize the number of Workmen's Compensation claims.
 Report any deficiencies in equipment and facilities
PREREQUISITES:
Education:
Post Graduate or Degree or three years Diploma in hotel Management or equivalent.
Experience:
Previous experience in similar Job role or minimum 4 years‟ experience as Banquet
Supervisor. Proven track records.
JOB TITLE: Restaurant Manager / Assistant Restaurant Manager
REPORTS TO: Food and Beverage Manager / General Manager.
POSITION SUMMARY:
Manages daily restaurant operations and assists with menu planning maintains sanitation
standards and assists servers and hosts on the floor during peak meal periods.
Strives to continually improve guest and employee satisfaction and maximize the financial
performance in areas of responsibility.
DUTIES AND RESPONSIBILITIES:
 Overseas the dining area, supervises food and beverage service staff in accordance with
operating policies that he or she may help establish.
 Creates a positive team atmosphere among Team Members.
 Maintains records of staff periodic manner and operating costs.
 Provides feedback and coaching to the Team regularly.
 Understands building capability through Cross training
 Treats all Team Members fairly, with respect.
 Sets high standards for appropriate team behaviour on shift.
 Works with food and beverage staff to ensure proper food presentation and proper foodhandling procedures.
 Handle guest complaints in restaurants.
 Schedules periodic food and beverage service staff meetings to ensure correct
interpretation of policies and obtain feedback from staff members.
 Maintain budget and employee records, prepare payroll, and pay bills, or monitor
bookkeeping records.
 Check the quality of deliveries of fresh food and baked goods.
 Meet with sales representatives to order supplies such as tableware, cooking utensils,
and cleaning items.
 Arrange for maintenance and repair of equipment and other services.
 Total receipts and balance against sales, deposit receipts, and lock facility at end of day.
 Ensures new products are executed properly the following roll-out.
 Is capable of handling irate customers with a friendly/calm attitude.
 Ensures product quality and great service.
 Shows enthusiasm about guest within the restaurant.
 Is flexible in dealing with changes/problems (e.g., being short staffed).
 Has effectively forecasted restaurant needs.
 Shifts priorities and goals as work demands change.
 Priorities tasks effectively to ensure most important tasks are completed on time.
 Delegates and follow-up effectively.
 Taking Ownership of issues or tasks and also give detail update of the F&B manager
and the General Manager.
 Seeks, listens and responds to Guest feedback.
 Coaches team on how to exceed Guest expectations.
 Does not blame others; takes accountability for problems
PREREQUISITES:
Education:
Degree, High schooling or one year's Diploma in Hotel Management or
equivalent.
Experience:
Has effectively managed Team Members for 12+ months.
Previous experience in similar Job role.
Coached and improved performance of at least one poorly performing Team
member/Manager.
JOB TITLE: BAR Manager
REPORTS TO: Food and Beverage Manager
POSITION SUMMARY:
Responsible for the management of all aspects and functions of the bar outlets, in
accordance with hotel standards. Directs implements and maintains BAR service within
the Hotel, and ensure that customers are served promptly & courteously.
 Anticipate guest's needs, respond promptly and acknowledge all guests, however busy
and whatever time of day.
 Resolve guest complaints, ensuring guest satisfaction.
 Ensure that transfer slips and spill sheets are filled out and distributed in accordance
with departmental standards.
 Ensure that each liquor bottle ordered is backed up by an exchange of an empty bottle
of same liquor.
 Monitor Happy Hour set-up and service, ensuring agreement to Hotel standards.
 Responsibility for the creation of cocktail menus and Update menu changes on the
Point of sale (POS) terminal.
 Development and implementation of new international trends to set exceedingly
expected standards within the industry
 Implement and ensure the Company Health, Hygiene & Safety Policy is met at all
times.
 Monitor and maintain cleanliness, sanitation and organisation of assigned work areas.
 Coordinate music tapes and entertainment, ensuring correct volume and
appropriateness to clientele.
 Establish par levels for supplies, liquor, beer, wine and equipment. Complete
requisitions to replenish shortages or additional items needed for the anticipated
business.
 Responsibility for all beverage purchases, inventories and stock levels within the
operation.
 Regularly check storage areas for proper supplies, organisation and cleanliness.
 Review sales and beverage costs for previous day; resolve discrepancies with
Accounting. Track actual against budget.
 Conduct pre-shift meeting with staff and review all information pertinent to the day's
business.
 Inspect grooming and attire of staff; rectify any deficiencies.
 Inspect, plan and ensure that all materials and equipment are in complete readiness for
service; rectify deficiencies with respective personnel.
PREREQUISITES:
Must be able to communicate in English (writing and speaking) and other
languages are advantages. Broad understanding of tight stock management
procedures and target orientated individual with the ability to work to set
deadlines. Great attention to detail, Talent in guest relations management and Is
motivated to go the extra mile.
Education:
Graduates bachelor degree and/or diploma in hotel or other related field.
Computer Knowledge and experience in MS office, Point of Sales, Inventory
and store programs.
Experience:
Previous experience in similar Job role or three to five years management
experience in large up-scale hotel / restaurant. Experience in Hotel management
software and Point of sale software.
POSITION TITLE: Barman / Bartender
REPORTS TO: Restaurant Manager / F&B Manager
POSITION SUMMARY:
Bartenders will be responsible to prepare and serve drinks to customers. able to mix and
match ingredients in order to create classic and innovative drinks in accordance with
customers‟ needs and expectations. The purpose of this position is to interact with the hotel
guests and ensure they have a great experience at the BAR or lounge.
Bartenders should maintain positive guest interactions while accurately mixing and serving
beverages to guests and servers in a friendly and efficient manner.
DUTIES AND RESPONSIBILITIES:
 Interact with customers, take orders for drinks and snacks.
 Plan and present bar menu.
 Serve snacks and drinks to the customer.
 Check identification of the guest to make sure they meet age requirements for
purchase of alcohol and tobacco products.
 Mix ingredients to prepare cocktails and other drinks.
 Mix drinks, cocktails and other bar beverages as ordered and in compliance with hotel
standard drink recipes.
 Prepare alcohol or non-alcohol beverages
 Service Wine and Beer to guests.
 Arrange bottles and glasses to make attractive displays.
 Assess customers‟ needs and preferences and make recommendations
 Ability to Sell or influence others for up selling and suggestive selling.
 Provide recommendations and suggestions to guest for choosing Drinks and Snacks.
 Serve customers in a friendly and helpful manner.
 Keep the bar counter and work area neat and clean at all times.
 Provide guidance to guests on resort activities, dining options and general resort and
Regional information.
 Determine when a customer has had too much alcohol and if required refusing any
further serving on a polite way.
 Demonstrate a thorough knowledge of food and beverage products, menus and
Promotions
 Handle and move objects, such as glasses and bottles, using hands and arms.
 Clean up after customers and clean work area.
 Clear ashtrays as and when required.
 Wash glassware and utensils after each use.
 Maintain a clean working area by sweeping, vacuuming, dusting, cleaning of glass
doors and windows, etc. if required.
 Perform physical activities such as lifting and stooping.
 Maintain liquor inventory and consumption.
 Collect payment for drinks served and balance all receipts.
 Handle an assigned house bank and follow all cash handling procedures as per hotel
standard.
 Prepare inventory or purchase requisitions as needed to replenish supplies.
 Ensure that the assigned bar area is fully equipped with tools and products needed for
Mixing beverages and serving guests.
 Stay guest focused and nurture an excellent guest experience
 Comply with all food and beverage regulations
 Perform other duties as and when assigned by the hotel management.
PREREQUISITES:
Must be able to communicate in English writing and speaking and other
languages are advantages. Good personality and Positive interpersonal
skills required. Food Handlers Card
EDUCATION:
Graduates bachelor degree and/or diploma in hotel or other related field.
Computer Knowledge and experience in MS office programs.
EXPERIENCE:
Previous bartending experience required in a Mid scale or Luxury
property. experience in handling Point of sale (POS) terminals and
Stock & Inventory management software.
Italian
Bene
Indulge in an artisanal fare featuring contemporary Italian delicacies exquisitely crafted by
Chef Roberto Apa.
Open for lunch and dinner
Cuisine
Italian
phone no
918042520291
Hours of operation
12:00 p.m-3:00p.m.
6:30p.m-11:30 p.m.
Atmosphere
relaxed
Serving style
a la carte
 Natural woods, granite and marble in a clean Californian style are set off by colourful
accents at this modern Italian eatery, presenting a wide variety of exciting
 Flavours, authentic recipes, and innovative touches. During the day, sunlight pours in
through floor to ceiling glass windows while pleasant views are seen through doors
that open onto outdoor terrace. The cheerful bustle of servers, upbeat music and
irresistible aromas‟ from the open kitchen and bread oven beckons guests into this
welcoming atmosphere.
 The friendly pizzaiolo at our pizza bar helps you select a pizza to suit your mood
while you sip on a freshly made mojito-then wait while it melts into a delicious
ensemble in wood fired oven. Vegetarian topping s includes artichoke, sundried
tomatoes, or chooses meat such as salami Milano, salmon and grilled chicken
.employing rotisserie and wood oven
 Our knowledgeable chef prepares savoury Italian cuisine such as soups, salads and
pastas, all attractively presented with a taste that is modern yet authentic. Peruse the
extensive Italian and new world wine list, with a great selection of wines by the glass.
 Alfresco by Bene is a casual dining extension of Bene. It‟s contemporary ambience
with exposed brick walls, rustic décor and wooden furniture is populated by potted
plants and other green elements inspired by garden city alfresco s semi-open air
setting is ideal for casual gatherings, cosy dates and after work drinks. Indigenous
cocktails are paired with gourmet comfort food trendy European small bites. The café
upbeat music and space for live performances.
 Bene is located on level 4 near the shine spa for Sheraton and fitness centre with
access from the world trade centre and shopping mall. In additional to communal and
small tables in the restaurant, Bene seat up to 140 guests in a variety of settings
including at a bar counter, on the outdoor terrace, or in a private dining room .the
private dining room seats 12, or can be divided into two smaller rooms
Middle Eastern
The Persian Terrace
This dazzling restaurant with the feel of a Persian café magically transforms into an outdoor
Middle-Eastern wonderland in the evening. Succulent Kebab grills, fresh-baked pitas and
naans are served with tantalizing dips, chutneys and purées.
Open for dinner
Multiple cuisines
Alfresco by Bene
Alfresco by Bene is a casual dining venue which offers the atmosphere to unwind while you
sip on from a selection of indigenous cocktails and nibble on trendy European small bites.
Open for lunch and dinner
Coffee House
Art Cafe
The Art Cafe brings together an amalgamation of local, modern and minimalist art and an
innovative contemporary menu.
Asian
High Ultra Lounge
Located on the 31st floor, the
High Ultra Lounge provides a
spectacular view of the city like
no other.
Open for lunch and dinner
Deli
The World Cafe
Experience exotic flavours of coffee and comfort food with friends, colleagues and family at
this contemporary
Opens for every leisure‟s
FOOD PRODUCTION DEPARTMENT
Food production in catering terms simply refers to the food preparation and control. This
is a sub department of food and beverage department. In a large hotel comprises of
various kitchens concerning mainly with mainly Continental, Chinese and Indian
Cuisines. In the food production cycle, these kitchen receive the core or readymade
ingredients, processing them through the preparations and cooking methods and deliver
them to various service outlets to the customer tables. This sub department is designed
providing this several sections include preparation area, cooking area, storage area,
cleaning area etc. hence these sections play vital role in preparing dishes in order to
acquire recipes mentioned in different menus.
The culinary terminology, the term food preparation and control refers to make
ingredients ready for the preparation and cooking at required quantity and quality
simultaneously. This is vital unit, which is structurally defined as the sub department of F
& B department in hotel industry. From the commercial view point it contributes major
revenue in catering business.
It is one of the largest areas of Food & Beverage department comprising of various
kitchens and their sections. The number of kitchens, man power and work efficiency
depends upon the size and type of the hotel and types of meals and service to the carted.
There may be continental, oriental, Indian, Italian, Mexican etc. Kitchen includes
ancillary sections, example cold kitchen, butchery, and still room and service areas etc.
However, this sub department produces the food that adopts the system of preparation and
control from receipts of food supply to service the food prepared to the customer.
ORGANIZATIONAL CHART OF FOOD PRODUCTION
Head
Chef/Executive
Chef
Chef de Cuisine
Sous Chef
Chef de Partie
Demi Chef De
Partie
Commi 1
Commi 2
Commi 3
Apprentice/Trainee
JOB DESCRIPTION OF EXECUTIVE CHEF:
 Trains, develops and motivates supervises and culinary staff to meet and exceed
established food preparation standards on a constant basis.
 Teaches preparations according to well defined recipes and follows up and discuss
ways of constantly improving the cuisine of the property.
 Display exceptional leadership by providing a positive work environment,
counseling employees as appropriate and demonstrating a dedicated and professional
approach management.
 Should be able to provide directions for all day to day operations in the kitchen.
 Understand employee position well enough to perform duties in employees. Absence
or determine appropriate replacement to fill gaps.
 Provides guidance and direction to the subordinates including setting performance
standards and monitoring performance.
 Utilizes interpersonal communication skills to lead influence and kitchen staff.
 He should advocate sound financial/business decision making, demonstrates
honesty, integrity and also leads by example.
 Provides and supports service behaviours that are above and beyond customer
satisfaction and retentions.
 Improves service by communicating and assisting individual to understand guest
needs, providing guidance, feedback and individual coaching required.
 Ensure compliance with food handling and sanitation standards.
 Follows proper handling and right temperature for food products.
 Ensure all the equipment in the kitchen is properly maintained and in working order
in accordance with local health department and hotel standards.
 Coordinates with purchase department for acquisitions of needed goods and services.
 Ensure proper grooming and hygiene standards for the kitchen staffs.
 Actively responds to and handles guest problems.
 Discuss daily food cost reports with key kitchen and F & B team members.
 Attend the daily morning meetings and other administrative sessions.
JOB DESCRIPTION OF CHEF DE CUISINE:
 Interacts with guest to obtain feedback and product quality and service
levels.
 Responds to and handles guest problems and complaints
 Able to make recommendations to the executive chef regarding session
planning.
 To be aware of all financial budgets and goals.
 To ensure that the guest are always receiving an exceptional dining
experience representing true value for money.
 Ensure that all recipes and product yields are accurately costed and
reviewed regularly.
 Ensure that all food items are prepared as per standard recipe pars.
Maintaining portion control and minimizing waste.
 Ensure that associate meals and associate dining services are of a
consistently high standard.
 Ensure that chefs are always clean and tidy uniform and are always
presentable in a guest view.
 Ensure that all culinary operations are manually prepared and updated.
 Ensure that the department‟s overall operational budgets are strictly
added to.
 Ensure that the culinary department adheres to all company and hotel
policies and procedures.
 Ensure that meetings are well planned and results oriented.
 Creative money planning and correct food preparations for each other
outlet including banquets.
 To work in close conjunctions with the F & B Manager respective and
teams, to create a yearly marketing plan for the outlet.
 Be aware of new items, which are introduced on the market and keep up
with the latest product trend.
 To fully understand the market needs for each outlet and ensure that the
menus are developed to reflect those needs.
 To manage associates fairly and take personal interest in knowing all
culinary associates.
 To project a positive and motivated attitude amongst all associates.
JOB DESCRIPTION OF CHEF DE PARTIE:
 Takes care of daily food preparation and duties assigned by the supervisors to
meet the standard and quality set by the restaurant.
 Follows the instructions and recommendations from the immediate
supervisors to complete the daily task.
 Coordinate daily tasks with the sous chef.
 Responsible to supervise junior chefs and commis.
 Able to estimate the daily production needs and checking the quality of raw
and cooked food products to ensure the standards are met.
 Ensure highest level of guest satisfaction, quality, operating the food cost on
an ongoing basis.
 Knowledge of all standard procedures and policies pertaining to food
preparations, receiving, storage and sanitation.
 Full awareness of the menu items, their recipes, methods of production and
presentation standards.
 Follows good preservation standards for the proper handling of all food
products at the right temperature.
 Operate and maintain all department equipment and reporting of
malfunctioning.
 Establishing and maintaining effective inter departmental working
relationships.
 Have excellent knowledge of menu creation, maintaining quality and
controlling cost in a volume food business.
 Personally responsible for hygiene, safety and correct use of equipment and
utensils.
 Checks periodically expiry dates and proper storage of food items in
sessions.
 Should able to set an example to others for personal hygiene and cleanliness
on and off duty.
 Daily feedback collections and reporting of issues as they arise.
 Access quality control and adhere to hotel service standards.
 Carry out any other duties as required by management.
SUB-DIVISIONS OF THE FOOD PRODUCTION DEPARTMENT

Specialty Restaurant Kitchens:
 Feast
 Bene (Italian restaurant)
 Persian terrace (middle eastern)
 World café
 High ultra-lounge

Banquets and Events Kitchen

Gardmanger

Commissary

Butchery

Bakery
KITCHEN WORKED IN ASIAN KITCHEN: (FEAST)
Asian kitchen is in the feast restaurant at the lobby level of the hotel. This kitchen plays an
important role as it‟s the live kitchen where the guest can interact with the chefs.
Asian cuisine includes several major regional cuisines: Central Asian, East Asian, North
Asian, South Asian, Southeast Asian, and West Asian. A cuisine is a characteristic style of
cooking practices and traditions, usually associated with a specific culture
SHIFT TIMINGS:
Morning shift: 6:00 am-6:00 pm
General shift: 9:00 am-9:00 pm
Afternoon shift: 2:00 pm- 12:00 am
FRONT OFFICE
➢ The front office reception is an area where visitor arrive and first encounter a staff at a
place of business or. Front office deal with whatever questions the visitor has, and put them
in contact with a relevant person at that company. Broadly speaking, the front office includes
roles that affect the revenue of the business. The term front office is in contrast to the term
back office which refers to a company s operation, personnel,
➢ Accounting, payroll and financial department s which do not interact directly with
customers.
➢ The front receives the information about the customer s and will when pass this on to the
relevant department within the company. The front office can also contact the marketing or
sales department within the company. The front office can also contact the marketing or sales
department should the customers have questions. The company needs s to give training to the
front office manager as this position will come in contact with customers the most.
➢ The most common work for the front office staff will be to get in touch with customers
and help out internally in the office. Staff working in front office can also deal with simple
tasks, such as printing and typing tasks and sorting emails. Although front office might only
need to perform tasks such as answering the phone calls, using of fax and the printer, training
are still needed on these tasks.
The front office receives information about the customers and will then pass this on to the
relevant department within the company. The front office can also contact the marketing or
sales department should the customers have questions. The company needs to give training to
the front office manager as this position will come in contact with customers the most. The
most common work for the front office staff will be to get in touch with customers and help
out internally in the office. Staff working at the front office can also deal with simple tasks,
such as printing and typing tasks and sorting emails. Although front office staff might only
need to perform tasks such as answering the phone, using the printer and fax machine,
training is still needed on these tasks.
Front office is related to a service delivery system, where employees engage with customers.
It uses the parameter of labour intensity to figure out the distinctive characteristics of a
service.
SHERATON CLUB LOUNGE

Sheraton club is handled by Sheraton front office staff members. Located on the 16th
floor, the private club lounge provides relaxing and upscale atmosphere where you
connect with your friends, meet your colleagues, or simply relax by catching your
favourites TV shows.

Offerings of panoramic views of the brigade gateway lifestyle enclave, the manmade
lake, the iconic Iskon temple and city below, the club lounge is a great place to take
some beautiful bird eye-shots of India s fastest growing metropolitan city ,
Bangalore.

Accessible to only those staying in the Sheraton club and suites, the offers an
exquisite complimentary breakfast spread in the morning.

In the evening, hot and cold hors d‟oeuvres, cocktails, beer, wine and non-alcoholic
beverages are served during cocktail hours.

Limited number of refreshment s are also served throughout the day , to know about
Sheraton club lounge kindly get the information through guest service team or front
office team .
FRONT OFFICE HIERARCHY
JOB DESCRIPTION OF GENERAL MANAGER:
POSITION TITLE: General Manager / Hotel Manager
REPORTS TO: Managing Director / Area General Manager / Owner
POSITION SUMMARY:
The General Manager is responsible for all aspects of operations at the hotel, to day-to-day
staff management and guests. He / She should be an ambassador for the brand and your hotel.
Provide leadership and strategic planning to all departments in support of our service culture,
maximized operations and guest satisfaction. Work Very closely with the hotel owners and
other stake holders.
Responsible for managing the Hotels management team (HOD's) and overall hotel targets to
deliver an excellent Guest experience. A General Manager would also be required to manage
between profitability and guest satisfaction measures.
GENERAL MANAGER DUTIES AND RESPONSIBILITIES:

Oversee the operations functions of the hotel, as per the Organizational chart.

Hold regular briefings and meetings with all head of departments.

Ensure full compliance to Hotel operating controls, SOP‟s, policies, procedures
and service standards.

Lead all key property issues including capital projects, customer service and
refurbishment.

Handling complaints, and oversee the service recovery procedures.

Responsible for the preparation, presentation and subsequent achievement of the
hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.

Manage on-going profitability of the hotel, ensuring revenue and guest
satisfaction targets are met and exceeded.

Ensure all decisions are made in the best interest of the hotels and management.

Deliver hotel budget goals and set other short and long term strategic goals for the
property.

Developing improvement actions carry out costs savings.

A strong understanding of P&L statements and the ability to react with impactful
strategies

Closely monitor the hotels business reports on a daily basis and take decisions
accordingly.

Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin &
General, on target and accurate.

Maximizing room yield and hotels / resort revenue through innovative sales
practices and yield management programs.

Prepare a monthly financial reporting for the owners and stake holders.

Draw up plans and budget (revenues, costs, etc.) for the owners.

Helping in the procurement of operating supplies and equipment, and contracting
with third-party vendors for essential equipment and services.

Act as a final decision maker in hiring a key staffs.

Coordination with HOD's for the execution of all activities and functions.

Overseeing and managing all departments and working closely with department
heads on a daily basis.

Manage and develop the Hotel Executive team to ensure career progression and
development.

Be accountable for responsibilities of department heads and take ownership of all
guest complaints.

Provide effective leadership to hotel team members.

Lead in all aspects of business planning.

Respond to audits to ensure continual improvement is achieved.

Corporate client handling and take part in new client acquisition along with the
sales team whenever required.

Assisting in residential sales as and when required and development with strong
sales prospects.

Responsible for safeguarding the quality of operations both (internal & external
audits).

Responsible for legalization, Occupational Health & Safety Act, fire regulations
and other legal requirements.
JOB DESCRIPTION OF ROOMS DIVISION MANAGER:
The Rooms Division Manager is responsible for Executive Housekeeping and Front Office.
He/she manages the general operation of the Front Office e.g. Reception, Reservations,
Concierge, Switchboard and Night Manager.
A Rooms Division Manager is directly reporting to the General Manager or the Deputy
Manager. The position‟s main duties are divided in spot checking of hotel rooms to ensure
standards, authorizing all leave schedules or ensuring control of expenditures as well as
budgets set. A RDM attends weekly executive and sales meetings as well as the General
Manager‟s briefings with Front Office and Housekeeping.
For that a Rooms Division Manager needs clear, concise written and verbal communication
skills at his/her disposal, as well as strong organizational, excellent time management skills
and technical skills.
JOB DESCRIPTION OF FRONT OFFICE MANAGER:
POSITION TITLE: Front Office Manager / Front Desk Manager / FOM
REPORTS TO: Assistant manager or General Manager
POSITION SUMMARY:
Directly supervises all front office personnel and ensures proper completion of all front office
duties. Directs and coordinates the activities of the front desk, reservations, guest services,
and telephone areas. Prepare monthly reports and budget for front office department.
FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:

Trains, cross –trains, and retrains all front office personnel.

Participates in the selection of front office personnel.

Schedules the front office staff.

Supervises workload during shifts.

Evaluates the job performance if each front office employee.

Maintains working relationships and communicates with all departments.

Maintains master key control.

Verifies that accurate room status information is maintained and communicated.

Resolves guest problems quickly, efficiently, and courteously.

Updates group information. Maintains, monitors, and prepares group requirements.

Reviews and completes credit limit report.

Works within the allocated budget for the front office

Checks cashiers in and out and verifies banks and deposits at the end of each shift.

Enforces all cash-handling, check-cashing, and credit policies.

Conducts regularly scheduled meetings of front office personnel.

Wears the proper uniform at all times.

Upholds the hotel's commitment to hospitality.

Prepare performance reports related to front office.

Maximize room revenue and occupancy by reviewing status daily.

Analyse rate variance, monitor credit report and maintain close observation.

Monitor high balance guest and take appropriate action.

Ensure implementation of all hotel policies and house rules.

Prepare revenue and occupancy forecasting.

Ensure logging and delivery of all messages, packages, and mail.

Ensure that employees are, at all times, attentive, friendly, helpful and courteous.

Monitor all V.I.P‟s special guests and requests.

Maintain required pars of all front office and stationary supplies.

Review daily front office work and activity reports generated by Night Audit.

Review Front office log book and Guest feedback forms on a daily basis.

Perform other duties as requested by management.
JOB DESCRIPTION OF ASSISTANT FRONT MANAGER:
POSITION TITLE: Asst. Front Office Manager / FOM / Deputy Front Office Manager
REPORTS TO: General Manager / Resident Manager / Front Office Manager
POSITION SUMMARY:
In the absence of Front Office manager or Resident Manger take charge of the operations of
Front office Department. Primarily reporting to Front office manager or EAM
Rooms. Ensures guests have a smooth running stay at the hotel.
As the Assistant Front Office Manager, one should act as the bridge between the front and the
back office. While coordinating the operation, you will also ensure that all guests experience
a fantastic stay.
ASSISTANT FOM DUTIES AND RESPONSIBILITIES:

Customer Satisfaction (Guest Feedback, Social Media Review).

Financial Performance (Up selling, Room Revenue, Operation Auditing).

Showing Initiative, Problem Solving, Staff Training, Team Leading.

Manages and motivates the Front Office team.

Welcomes guests and fosters customer loyalty through his/her friendly manner.

Develops high quality relationships with guests throughout their stay.

Handles any guest complaints or contentious issues that cannot be settled directly.

Oversee and supervises guest arrivals and departures.

Ensure that personalized service is offered to each and every guest.

Ensures that the pricing policy and internal audit procedures are duly applied.

Supervises the management of debtors, group and individual guest invoicing.

Monitor all executive floor executives to ensure maximum guest satisfaction.

Review arrival list for all arrivals and VIPs to check room allocations, amenities.

Prepare monthly and daily revenue report and circulate to all HOD's.

Prepare Room revenue and occupancy forecast take action on rate strategies.

Is involved in recruitment of new team members for front office.

Integrates and trains employees, providing support for skills development.

Ensures that all front desk employees are well presented.

Ensures that the workplace remains clean and tidy

Have a good knowledge of all systems and standard operating procedures.

Ensures that guest documentation and information is available and up-to-date.
LOBBY RECEPTION DESK AT SHERATON GRAND
GUEST RELATIONS:
A guest relations officer is a customer service representative at a hotel. The officer is
responsible for greeting guests upon arrival to the hotel, and is generally one of the first
employees a guest encounters. The main focus of a guest relations officer is to ensure the
guest is happy.
The daily duties of a guest relations officer varies based on the needs of the guests at the
hotel. A guest relations officer may escort VIP guests to their rooms and arrange tickets to
performances or restaurant reservations. The guest relations officer is responsible for
handling any problems or complaints that arise.
POSITION TITLE: Guest Relation Executive-GRE
REPORTS TO: Front office manager / Asst. Front office manager
POSITION SUMMARY:
Attend to guests courteously and deal promptly with their requests and queries. Have detailed
information about the hotel and city. Check on VIP guest movements, complete their preregistration formalities.
Allocate rooms to all arriving guests after checking the guest preferences. Collect guest
feedback forms and do any possible first hand service recovery steps.
GRE DUTIES AND RESPONSIBILITIES:

Welcome guests during check-in and giving a fond farewell to guest while checkout.

Handling guest complaints and concerns in an efficient and timely manner.

Overseeing VIP guests, arrivals and departures.

Coordinating and multi-tasking job duties in a busy environment.

Should possess detailed information about the Hotel, city as well as the competition.

Detailed information regarding arrivals and room requirements.

Have up to date information on daily room occupancy

Providing excellent customer service as per hotel standards.

Greeting guests as they enter and exit the hotel.

Providing information regarding the Hotel, town attractions, activities etc.

Check on VIP reservations, complete their pre-registration formalities.

Allocate rooms to all arriving guests.

Maintain up-to date information on room rates, current promotions, offers and packages

Maintain all guest folios in the manner instructed and type out necessary guest likes and
dislikes to the appropriate fields on the profile.

Co-ordinate with housekeeping for clearing of rooms.

Collect Guest feedback during guest departure along with his likes and dislikes.

Perform basic cashier activities as and when required.

Maintain guest lockers for safe custody.

Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay
or discomfort to any guest.

Give proper and complete handover to the next shift

Should be able to handle all guests without bias or prejudice.

Follow the house rules and policies laid down by the management.

Adhere to strict staff grooming and hygiene standards.

Consciously and continuously strive to better his/ her skills and increase his/ her
knowledge.

Good command of the English language is essential, both written and verbal

Must possess strong organization time management skills, attention to detail.

Must be guest service focused and a team player.

Positive attitude and outgoing personality is essential.

Must be able to work shifts - days, evenings, weekends and holidays.

Ability to relate well to Hotel guests and employees.

Professional in demeanour and presentation.

Personable, enthusiastic, self-motivated and able to work independently.

Observant, discriminating and detail-oriented

Ability to understand and carry out oral and written instructions and request clarification
when needed.

Strong interpersonal and organizational skills.

Able to work morning, evening, weekend, holiday, and overnight shifts.
SHIFT TIMINGS:
Morning Shift: 7:00 am-4:00 pm
General Shift: 9:00 am-6:00 pm
Afternoon Shift: 2:00 pm-11:00 pm
CHAPTER 3
LAYOUT AND EQUIPMENT
FOOD AND BEVERAGE SERVICE
Service equipment‟s
Elegant and attractive service ware, colourful and clean dishes, quality plates and glassware
add to the décor of a restaurant. However, several factors have to be considered while
selecting the equipment











Standard of the restaurant
Types of service
Décor and theme of the restaurant
Types of clientele
Durability of equipment
Ease of maintenance
Availability when stocks run out for replacement
Storage
Flexibility
Price factor
Standardization
A hotel or restaurant should be well stocked with appropriate equipment to provide quality
service. For multipurpose use and to cut down costs, most hotels /restaurants standardize
equipment in terms of size and colour. Food and beverage equipment may be divided into
glassware, china ware and table ware, which are further subdivided into flatware, cutlery and
hollowware
GLASSWARE
Collins glassware
Collins glassware is a glass tumbler holding 240 to 350 ml, used to serve a mixed drink,
named after Tom Collins .this glass somewhat narrower, and holds less than the similar
highball glass
High ball glass
A high ball glass is a glass tumbler, holding between 8 to 12 fluid ounces (240 to 350 ml.)
used to serve a mixed drink, Or high ball. This glass is taller than an old fashioned glass and
shorter than Collins glass
Shot glass
It is a small glass used for measuring or serving up to three ounce of liquor. Modern shot
glass holds a thicker base and sides than the whiskey glass ➢ Pint glass A pint glass is a
drinking vessel holding an imperial pint (568 ml) of liquid and is usually used for beer. Three
common shapes of pint glass are found (conical, jug, and flared top), though others are
available. Pints are considered good for serving stouts, porters and English ales
Pilsner glass
A pilsner glass is a glass used to serve many types of light beers, but is intended for its
namesake, the pilsner; pilsner glasses are generally smaller than a pint glass, usually in 250
ml or 330ml sizes. They are tall slender and tapered. Wheat beer glasses are often mistakenly
referred to as pilsner glasses.
Beer stein glass
A beer stein glass is a traditionally German beer tankard or mug, made of pewter, sliver,
wood, porcelain usually with a hinged lid and levered thumb lift
Flute glass
A flute glass is preferred serving vessel for belgain lambics and fruit beers. The narrow shape
helps maintain carbonation, while providing a strong aromatic front. Flute glasses display the
lively carbonation, sparkling colour, and soft lacing of this distinct style
Snifters
Typically used for serving brandy and cognac, a snifter is ideal for capturing the volatiles of
aromatic beers, such as Belgian ales, India pale ales, barley wines and wheat wines .the shape
help trap the volatiles , while allowing swirling to agitate them and produce an intense aroma
Tulip glass
A tulip glass not only helps trap the aroma, but also and olfactory sensation. The body is
bulbous, but the top flares out to form a lip which helps head retention. It is recommended for
serving Scottish ales, barley wines, Belgian ales and other aromatic beers
Red wine glass
Typically red wine glasses will be a little taller and have a larger bowl than white wine
glasses. In general reds are bigger and bolder wines so they require a larger glass to allow all
those aromas and flavours to emerge
Sherry glass
A sherry glass is a drink ware generally used for serving aromatic alcoholic beverages, such
as sherry, port, aperitifs and liqueurs, and layered shooters. An is standard sized sherry glass
is 120 ml. the co pita, with its aroma-enhancing narrow taper, is a type of sherry glass
Champagne flutes
Champagne flutes are characterized by a long stem with a tall, narrow bowl on top. The
shape is designed to keep sparkling wine attractive and inviting during its consumption. The
glass is designed in a manner to help retain the signature carbonation in the beverage
Coupette glass
A modified version of the cocktail glass used for serving drinks where the rim of the glass is
required to be coated in either sugar or salt or any other condiment used to make some of the
more exotic drinks such as margaritas
Pitcher
This large container usually has a handle and a lip or spout for pouring the content into
several glasses. Available in glass or plastic generally used for serving beer keg for draft beer
Old fashioned
glass the old fashioned glass, rock glass or lowball is a short tumbler used for serving liquor
“on the rocks” meaning over ice or restaurant having few ingredients it is named after the old
fashioned cocktail , traditionally served in the old fashioned glass
Coffee mug
Almost smaller version of the beer mug, made of thick heavy glass and used for coffee
Irish coffee mug
A uniquely shaped glass with a handle that is used to serve any hot beverage such as
Spanish coffee or cocoa
TABLE WARE

Asparagus holder
The asparagus holder is a utensil for a diner to hold a single stalk of asparagus .it made of a
single strip of metal, bent in the form of u-shaped tongs. With a small square plate at each
end to grip the stalk

Pastry slicer
Pastry slicer is used for serving pastries (potion of gateau)

Pastry fork
Pastry fork is a small fork designed for eating pastries and other desserts while holding plate.
It is typically designed so that it can be used with right hand holds the plate.

Oyster fork
A fork is used for picking up shellfish cocktail or oyster. This fork is shaped like a regular
fork but it slightly smaller and the tines are curved outward

Lobster pick
This long, narrow utensil is used to pull every shred of meat from the hard-to reach cavities
of lobsters or crabs. The tip of a lobster pick can either be pointed or in the shape of a tiny
two –prong fork

Snail dish
It is round dish with two ears having six indentations to hold portion of six snails The
equipment used in the bar may vary in their variety of uses. Proper handling, cleaning and
maintenance should be carried out efficiently.

Waiters friend or waiters knife
It is used to open wines bottles and there should be adequate number of coils on the screw,
the lever should hold its position when opened, not flop about

Fruit knife and board
a small stainless steel knife is required for the bar for cutting oranges , lemon and other fruits
to be used in the drinks there should also be a bar board on which to cut these fruits

Fruit squeezers
These are used to squeeze fruit juices; it may be glass, plastic or stainless steel type

Coaster
Wine bottles are placed on coasters to protect the table They are made from metal or wood,
sometimes small card or paper mats, placed under glasses containing drinks are called coaster

Ice making machine equipment
`The machine is used to produce a sufficient quantity of ice for the needs of the operation
cube ice is probably the most useful shape for beverages

Ice crushers
Electric or hand operated ice crusher will crush ice cubes or pieces of ice

Cocktail shaker:
There are two types cocktail shaker the Boston shaker and the standard shaker. Boston
shaker has two parts and is used in conjunction with hawthorn strainer

Blenders
Blenders are a type of liquidizers; they usually have two speeds, and may have an attachment
for crushing ice

Muddlers and spoons
A muddler `is a stirrer, often made from plastic .it served with longed mixed drinks. Bar
spoon is usually made from EPNS or stainless steel .it sufficiently long to be used with a
mixing glass

Mixing glass:
The mixing glass is used for stirred restaurant such as dry martini. Throw away ice used for
each drink, never re-use the ice
Today much restaurant use point of sale equipment, a computer – based technology to take
orders, record them, accept payments, or prints their receipts. Restaurant servers, bartenders,
and cashier can use pos system to enter and record food and orders easily. A pos system in
the F&B service can increase convinces and accuracy in order tracking, and can save time
during rush hours. It can smoothly perform the following functions:
Calculating cash due for every order entered for a table

Recording the method of payment

Tracking balance cash

Creating periodic sales reports

Calculating labour and payroll data

Recording daily check averages for each worker

Recording information of repeat customers
KITCHEN DEPARTMENT

Tongs

Spatulas

Range

Oven

Grill

Deep-fryer

Reach-in cooler

Sauté Pans

Ladles

Chef‟s knives

Whisks

Mixing bowls

Plastic inserts for coolers

Steam table

Metal or plastic shelves for walk-in cooler

Cleaning Rags

Cleaning buckets (specifically labeled for cleaning products)

Hand soap/ sanitizer dispenser
DESCRIPTION

GAS RANGE:
It consists of high pressure and low-pressure burner situated adjacently and
supplied by gas form the gas tank at the back of the hotel.

OVEN:
These are very big oven which are used for making of pizzas, bacon etc.

WALK IN/ DEEP FREEZER:
These are house refrigerators encased in a room which are otherwise refrigerated
rooms maintained at very low temperature and have a large area for storage.

BLENDER:
These portable mixers are used for blending or mixing of liquids.

BURNERS:
They are singular high pressure range used for outdoor catering work for Rumal roti
in Tandoori sections. They may be connected to cylinders.

DEEP FAT FRYER:
It is fryer heater with elements and a strainer to drain the oil. Temperature is
controlled with a thermostat.

REFRIGERATORS:
These are fridges that are able to house a lot of things and keep them cool to the
desired temperature. They are controlled thermostatically.

SMALL EQUIPMENT & UTENSILS
Small equipment, though small are the real equipment used in the kitchen for the
actual culinary purposes. Listed here are some of the important equipment.

MICROWAVE:
Microwave is used in the kitchen to reheat the food.

RANGE:
The ranges are used in the kitchen for fast cooking.

HOT PLATE AND DEEP FRYER :
Hot plate is used to grille the vegetable and non veg items & deep fryer are used to
deep fry the crispy item.
FRONT OFFICE
Equipment used in the front office:

PABX (Private Automatic Branch Exchange) Switchboard

Reception Desk/Counter

Computer with internet connection

Telephone Sets

Printer

Software (Computer Reservation System)

Fax Machines

Computerized Cash Register

Credit card/debit machine

Filing Cabinet

Key Rack

Key Card Sets

Money Verifier
Description:
PABX
(PRIVATE
AUTOMATIC
BRANCH
EXCHANGE)
SWITCH
BOARD:
A private automatic branch exchange (PABX) is an automatic
telephone switching system within a private enterprise. Originally,
such systems - called private branch exchanges (PBX) - required the
use of a live operator. Since almost all private branch exchanges today
are automatic, the abbreviation "PBX" usually implies a "PABX."
RECEPTION DESK /COUNTER:
The place in public and company buildings where a receptionist presides, typically located
in the front entrance of a building just inside the door. At a reception desk you may ask
how to gain access to different parts of the building.
TELEPHONE SET:
A telephone or phone is a communication device that permits two or more users to conduct
a conversation when they are too far apart to be heard directly. A telephone
converts sound, typically and most efficiently the human voice, into electronic
signals suitable for transmission via cables or other transmission media over
long distances, and replays such signals simultaneously in audible form to its
user.
PRINTER:
In computing, a printer is a peripheral device which
makes a persistent human readable representation of graphics or text on
paper or similar physical media. The two most common printer
mechanisms are black and white laser printers used for common
documents, and color inkjet printers which can produce high quality
photograph output.
SOFTWARE (COMPUTER RESERVATION SYSTEM)
A computer
reservations
system or central
reservation
system (CRS)
is
a computerized system used to store and retrieve information and conduct
transactions related to air travel, hotels, car rental, or activities. Originally
designed and operated by airlines, CRS‟ were later extended for the use
of travel agencies. Major CRS operations that book and sell tickets for multiple
airlines are known as Global Distribution System (GDS). Modern GDS‟
typically allow users to book hotel rooms, rental cars, airline tickets as well as activities
and tours. They also provide access to railway reservations and bus reservations in some
markets, although these are not always integrated with the main system.
FAX MACHINE:
Short form for Facsimile machine, a device that can send or
Receive pictures and text over a telephone line. Fax machines work by
digitizing an image - dividing it into a grid of dots. Each dot is either on
or off, depending on whether it is black or white. Electronically, each
dot is represented by a bit that has a value of either 0 (off) or 1 (on). In
this way, the fax machine translates a picture into a series of zeros and ones (called a bit
map) that can be transmitted like normal computer data. On the receiving side, a fax
machine reads the incoming data, translates the zeros and ones back into dots, and reprints
the picture.
COMPUTERIZED CASH REGISTER:
A cash register, also referred to as a till in the United
Kingdom and other Commonwealth countries, is a mechanical
or
electronic
device
for
registering
and
calculating
transactions. It is usually attached to a drawer for storing cash and other valuables. The
cash register is also usually attached to a printer that can print receipts for record keeping
purposes.
CREDIT /DEBIT CARD SWIPING MACHINE:
There are various types of terminals available to merchants,
although most have the same basic purpose and functions.
They allow a merchant to insert, swipe, or manually enter the
required credit/debit card information, to transmit this data to
the merchant service provider for authorization and finally, to
transfer funds to the merchant.
FILING CABINET:
This is piece of office furniture usually used to store paper documents
in file folders. In the simplest context, it is an enclosure for drawers in
which items are stored. The two most common forms of filing cabinets
are vertical files and lateral files.
MONEY VERIFIER:
A currency detector or currency validator is a device
that
determines
whether banknotes
are
genuine
or counterfeit. These devices are used in many
automated
machines
found self-checkout, gaming
machines, transportation parking machines, automatic
fare collection machines, and vending machines.
CHAPTER 4.
OPERATIONS
FOOD AND BEVERAGE SERVICE
The purchasing department in F&B service is responsible for purchasing, storing, and issuing
the supply of raw food items, canned /bottled beverages, equipment.
The purchasing department works with accounts department to keep the information on
allocated budget and balanced budget.
The following factors influence purchasing:
 Size of food & beverage organization
 Location of food &beverage organization
 Availability and size of storage space
 Organization budget and policies
Purchasing product
The purchaser is responsible for purchasing a product. He studies the market, and analyzes
and selects suppliers, wholesalers, and contemporary market prices. He then liaisons with
suppliers and wholesalers to get good material at fair price and purchases the required
commodities by following appropriate purchase procedures
Receiving the product
The receiver receives the product from the suppliers. He checks the product for right quality
and quantity. He deals with the delivery personnel from the suppliers end and signs on the
related receipts
Storing and issuing the product
The store men carry out the task of storing received supply and issuing it to respective
departments. They updated the stock database, and manage old and new material in the stock.
They also keep record of stock to the latest date
Preparing and presenting an f&b product
This includes preparation of various food items and fresh beverages. The cooks prepare
various foods and the bar tenders prepare cold beverages such as mock tails and cocktails.
They also make the dish most presentable by arranging food platter and decorating it in an
attractive manner. The beverages are also decorated by using fruit slices, decorating the
glasses, sippers, and stirrers.
Consuming the f&b product
This part is played by the guests. At service end, the respective staff takes inventory of
consumed and balanced stock of food and beverages and keeps it updated to latest figures
MAINTANING FOOD AND BEVERAGE
 Standards
It is very vital for an f&b service organization or an f&b department in a large hotel to keep
their standards of food and beverage high. If the quality of food and beverage along with the
best service is what the guests liked, then the chances of guests coming repeatedly and
singing praises of what they received are high.
Managing buffets, banquets, and catered
events before planning and executing buffets, banquets or catered events, the respective
managers and supervisors need to consider the following factors
 Type of event
It can be formal such as seminars, meetings, or conference, or informal such as a wedding
reception, birthday party, and employee outing, and alike.
 Involvement of various persons
The participant such as decorating staff, planning staff such as managers, serving staff,
supervising staff, wholesalers, and guests
 Event requirement
It is important to know the date and time of event, the number expected guests, dance floor,
audio or projector systems, or any special requirement demanded by the guest s before
planning the event
 Decors
It
includes
flowers,
table
arrangement,
centre-pieces,
and
candles,
artificial
fountains/waterfalls. Decorative art pieces, plants and pots for both formal and informal
occasions with the involvement of décor artists. The display pieces may be curved baked or
assembled; made of edible or non-edible substances according to the laid standard s. the
decoration needs to go in pair with the theme of the banquet, buffet, or some event.
 Menu
According to the time of event, it include starter, salads, breads, main courses, desserts,
beverages, accompaniment, and garnishes according to the establish standard. It must be
hygienic, in line with the occasion, and meeting the f&b service establishment standards
 Serving equipment
Depending upon the requirement of guests and serving style, it can include sliver ware,
platters, and table linens, and other required serving equipment.
 Serving norms
According to establishment norms, serving right food at right temperature, replenishing
food platters timely, keeping the overall display neat and attractive, storing food and
managing beverages consumption after service, cleaning buffet or banquet area, restoring
plates, cutlery, guerdion trolleys, and glassware after completion of service
 F&b service analysis
The f&b managers need to conduct financial analysis and quality analysis.
Financial analysis is carried out in three steps:-
 Setting expectation
The managers study current and future market trends and forecast expenses. Budgets are
prepared based on manager‟s inputs.
 Evaluating the actual situation
The managers also keep eye on present situation in which f&b service is functioning. They
need to consider fixed costs such as rents and property taxes, and variable costs such as
material, advertisement, and music and entertainment costs.
 Analysing the difference
They come up with the difference and find out the reasons and apply the required policies.
The quality analysis needs to consider the following factors while providing the food product
service: Evaluating on going product analysis checklist includes doneness, aroma and taste of
ready dish , garnish, colour , appearance , presentation , serving portion, and alike
 Evaluating the food and beverages product for safety against consumption
 Evaluating weekly review of product deviation that includes dates, product name,
problem, solutions and recommendation.
F&B service decision making
It includes coming up with corrective actions in case of certain unpleasant results. The
managers make decisions after going through the following steps:-

Identifying the problems

Identifying reason

Determining a number of solution

Selecting a best solution

Applying the solution

Evaluating the solution.
FOOD PRODUTION
The food and beverage is one of the integral part and important operational department in a
hotel which is divided into food production and food and beverage service department. Food
production or kitchen department is responsible for the actual preparation of food items
whereas the F & B service department is responsible for the systematic service of food from
the
hot
or
cold
plates
of
kitchen
to
the
customer‟s
tables.
The term kitchen is derived from the French word “Cuisine” which literally means Art of
cooking or food preparation in the kitchen. But in the modern concept of catering the cuisine
not only refers to Art of cooking foods in the kitchen, it also indicates the style of service
offered to serve the food.
COOKERY: Cookery is defined as a chemical process involving the application and
withdraws of heat; proper mixing of ingredients decision-making and technical knowledge
and skill but with the changing definition cooking is defined as both an art as well as
technology. In French the word „cuisine‟ means the art of cooking and preparing dishes and
the place kitchen where they are prepared. The art of cooking is ancient and generally
originated when by chance a chunk of meat fell into fire and came out to be more tasty and
tender and it was from this point only that cooking has evolved.
A. LEVEL OF SKILLS AND EXPERIENCES
SKILLS may be grouped into 3 general categories.
1) SUPERVISOR: The head of the food service, whether called Executive chef or
head chef or kitchen director, must have management and supervisory skills as well as
through knowledge of food production.
He should be able to:
• Organize and motivate people under him.
• Planning menus and production procedures.
• Controlling costs and managing budgets.
• Purchasing food supplies & equipment.
• Must be an experienced chef in order to schedule food production.
• Train and instruct workers.
• Control quality.
2) TECHNICALLY: The cooks are the backbone of the kitchen. These workers
carry out the actual food production. They must have knowledge of and experience in
cooking techniques. They must be able to function well with their fellow workers and
co-ordinate with other departments. Food production is a team activity.
3) ENTRY LEVEL: This level of workers usually requires no particular skills &
experience. The jobs assigned to them are stewarding or basic pre-preparation of
vegetables. As their knowledge, skill & experience increases, they may be given more
complex task which will eventually make them skilled chefs. Many ex-chefs begin
their career as pot washers. Beginning in an entry level position and working one‟s
way up has been the traditional way of advancing in a food service career. Today
however, who are a graduate from hotel management start at entry level already
possessing a general knowledge of food production practices, which would give them
a head start over other beginners who have no knowledge.
B. ATTITUDES AND BEHAVIUR IN THE KITCHEN
„LA CUISINE` means the kitchen. Also „Art Of Cooking`
C Care of equipment.
U Understanding the basic method (to achieve quality).
I Integrity in handling & serving food (would I eat the food prepared by me).
S Safety in handling equipment.
I Initiatives you will have to take.
N Neatness during work & presentation.
E Efficiency of yourself.
C. PERSONAL HYGIENE.
A hygienic appearance of professional is indicated by high standards of personal cleanliness
and is shown by cleanliness of hair, hands, face, clothing and shoes. Good personal hygiene
helps prevent food borne disease; therefore these points must be put into practice.
• Shower or bath daily
• Wear clean clothes and uniform.
• Do not work if suffering from a communicable disease.
• Handle food as little as possible.
• Wash hands before and during work and after using the toilet.
• Keep hair clean and do not handle.
• Keep fingernails clean & shorter.
• Do not touch nose & mouth with hands.
• Do not cough or sneeze over food, use a tissue.
• Do not wear rings, earrings, jewelry & watches.
• Do not smoke in food areas.
• Taste food with a clean spoon.
• Do not sit on a work surface.
• Footwear should be clean and safe.
• Chef cap should always be worn when handling food.
• Open cuts, burns etc. must be covered with waterproof dressing.
• Persons suffering from diarrhea, sore throat, vomiting, cold etc. must not handle food.
If a person becomes aware that they are suffering from or are carrier of typhoid, paratyphoid,
salmonella or staphylococcal infection, the parson responsible for the premises must be
informed, who then must inform the Medical Officer of Health.
HYGIENE IN HANDLING FOOD
1. DRY FOOD STORAGE: Avoid moisture, air tight container, avoid insect & rodent.
2. FREEZER STORAGE: Well packed food with label store at -18º C, follow FIFO & thaw
properly before use.
3. COLD ROOM STORAGE: Cooked items away from raw item. Store everything in
container. Chill food before refrigeration. Keep temperature under 7º C.
4. HOT FOOD STORAGE: Do not reheat in Bain Marie. Cover all the food. Keep food
above 65º C.
5. FOOD HANDLING:
• Work with fresh & safe food
• Use clean equipment & work table.
• Wash & wipe tools (knives, chopping board etc.) after every use.
• Wash ingredients.
• Re boil stocks, sauces, soups, milk before re use.
• Do not mix batches of cooked food.
• Use separate tools for vegetables & meats.
• Use separate tools for raw & cooked food.
• Quickly chill all high risk food for cold storage.
• Keep work area clean.
D. KITCHEN UNIFORMS & PROTECTIVE CLOTHING
CHEF CAP
• should cover the hair.
• Retain sweat on the face.
SCARF
• Retaining sweat around the neck.
• Decreases risk of catching cold when going inside a walk in.
• Also brings neatness to uniform.
CHEF COAT
• Protect the chest from heat (double press, cotton).
• White color (shows when dirty, less heat absorber)
APRON
• Protect chef coat & trouser.
• Not used to wipe hands.
TROUSER
• generally black or black & white check.
SHOES
• Ankle high shoes.
• Low heal
• Leather with rubber or wooden sole.
• Always wear black socks.
E. SAFETY PROCEDURE IN HANDLING EQUIPMENT
Safety procedure in handling of equipment
• Do not wash equipment unless you understand the operation.
• Use all guards & safety devices on equipment.
• Do not touch or remove food, from any kind of equipment, while it is running.
• Remove particles of food with cloth, palette knife, needle or brush from cutting machine.
• Unplug electrical equipment before disassembling or cleaning.
• Make sure the switch is off before plugging in equipment.
• Do not touch or handle electrical equipment including switches, if your hands are wet or if
you are standing in water.
• Test that it is properly assembled, plug in and switch on.
• Wear properly fitting clothing and tuck in apron string to avoid getting caught in machinery.
• Use equipment only for the purpose intended.
• Stack pots, pans and other equipment properly on racks so that they are stable and not likely
to fall.
FRONT OFFICE
Regardless of the class or type of the hotel, front office is the most visible and essential focal
-point of a hotel. The focal point of activity within the front office is the reception desk,
which is located in the front lobby of a hotel and dispenses all front-of-the-house activities of
the hotel. It is the communication centre of the hotel with great amount of guest contact.
Guests interact with the hotel for the first time by interacting with the staff of the front office,
and they form the first impression about the hotel based on the efficiency, competency and
behaviour of the front office staff.
The reception desk performs the functions like the sale of rooms, guest registration, room
assignments, handling of guest requests, maintenance of the guest accounts, cashiering along
with handling mail and providing information. The financial tasks usually handled by the
front desk personnel include receiving cash payments, handling guest folios, verifying
cheques and handling foreign currency and credit cards. In this Unit, you will be familiarised
with all these aspects of the front office management.
FUNCTIONS:
The primary function of the front office is that of a facilitator between the guest and other
departments of the hotel. Another job of Front office desk is also to support and help in
providing services to the guests. The number of interactions and transactions between the
guest and the hotel during a guest stay, determine the type and nature of front office
operations. The stages of guest stay are:
• Pre-arrival, • arrival, • occupancy, and • departure.
Various transactions between the guest and the hotel, therefore, depend upon the stage of the
guest stay. The transactions can be best understood by going through the guest cycle.
Transactions and exchange of services between a guest and a hotel:

Reservations,

check-in and registration,

mail and information,

uniformed service and baggage handling,

telephone calls and messages,

handling guest accounts, and

Check-out and bill settlement.
All these services and transactions are handled by the front office department. The functions
and services of the front office department can be differentiated depending upon the area
where they are being performed. Some of the functions are performed by the reception desk
as front-of-the-house operations and rest are performed as back-of-the-house operations.
Front-of-the-House operations are known so because these operations take place in front of
the guests. Thus, these operations are related either to direct interaction with the guest or they
are being conducted in front of the guest. The front office activities start from the time a guest
calls or sends in a request for reservation/ accommodation. Staff of the front office
department starts interacting with guest by taking in guest information and reservation
request, leading to confirmation of reservation and finally to the handling of guest on arrival
and guest check-in.
Check-in activity is a must for both, a guest with reservation or a walk-in-guest, i.e., one
without prior reservation. The reservation system of hotels varies but nowadays since it is
mostly computerised; therefore, features are the same. Check-in procedures require the
collection of a lot of information. This is because information helps in building guest record
data and serves the purposes of a ready reckoner in case of any emergency involving the
guest. Front office takes in the guest information for future use and provides the guest with
information about the hotel and its various services and thus, becomes the connecting link
between the guest and the hotel. The pivotal role played by the front office is quite apparent
from this very fact that it is the centre of all activities connected with guests in the hotel.
Therefore, decisions regarding the sale of a room to a particular guest, availability and
allocation of a room, maintaining guest account by coordinating with the housekeeping and
room service are the major front-of-the-house activities. Finally, the account settlement or
deciding on the time of account settlement is generally a part of check-out process, performed
by front office. Thus in short we can say that front office is the first and last place (as in
check-in and check-out), wherein a guest interacts with the hotel.
The department of the front office performs quite a few functions/operations. It becomes
necessary to have a well-defined organisational structure for smooth operations. The
organisational structure of the front office depends on many factors (Principles of Hotel Front
Office Operations, Sue Baker, et. al.) have described them thus:
• Size of the Hotel: Bigger the hotel, the more specialised the staff is required to be.
Whereas in the smaller hotels, one employee/staff member may perform a wide variety of
duties.
• Standard of Service: High-class hotels usually provide more personal services for guests
and, therefore, they expect greater specialisation from their staff.
• Type of Guests: The needs of Guests usually differ on the basis of their purpose of visit,
i.e., business client prefers less time to be spent on checking-in and checking-out, and it is
quite possible they won‟t mind carrying their own luggage. So the emphasis is more on staff
in the front desk section than at the concierge.
• Type of Hotel: A hotel situated in the airport area knows that a guest may check-in or
check-out at any time during the 24 hours of a day. So more emphasis needs to be there on
front desk as a full team is needed to be on duty at all times.
CHAPTER 5
SWOT ANALYSIS
WHAT IS SWOT ANALYSIS?
SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses,
Opportunities and Threats involved in a project or in a business venture. It involves
specifying the objective of the business venture or project and identifying the internal and
external factors that are favorable and unfavorable to achieve that objective.
The technique is credited to Albert Humphrey, who led convention at Stanford University in
the 1960‟s and 1970‟s using data from Fortune 500 companies.
A SWOT analysis must first start with defining a desired end state or objective. A SWOT
analysis may be incorporated into the strategic planning model. Strategic Planning, including
SWOT and SCAN analysis has been the subject of much research.
STRENGTHS: Attributes of the person or company those are helpful to achieving the
objective(s).
WEAKNESSES: Attributes of the person or company that are harmful to achieving the
objective(s).
OPPORTUNITIES: External conditions that are helpful to achieving the objective(s).
THREATS: External conditions which could do damage to the objective(s).
SWOT is acronym for Strengths, Weaknesses, Opportunities and Threats.
AIM OF A SWOT ANALYSIS:

Reveal your competitive advantages.

Analyse your prospects for sales, profitability and product development.

Prepare your company for problems.

Allow for the development of contingency plan.
SHERATON GRAND SWOT ANALYSIS
STRENTH:
Sheraton focuses on development of life style brand at a leisure price point
supported by innovative marketing that makes an emotional connection clients
Growing consumer demands for an individuated travelling experience is generating
potential for hotel operators to develop distinctive brands , properties and services
Quality staff & its quality service.
The hospitality is marked with a touch of Indian culture.
Good coordination from one department to another.
Good inter-departmental coordination in each department.
Its architecture and ambience
The nearby attractions
Brigade campus
WEAKNESS:
Most of the employees are not paid while they work over time.
Lack of innovation in the hotel.
Employees have very limited knowledge.
Wastage of food from banquets and buffet.
At the time of operations no one is bothered to follow the standards.
Have a large number of non-permanent employees (on contract basis).
Only 3 service elevators are available for the staff.
In few departments the number of trainees is more when compared to permanent
staffs.
OPPORTUNITIES:
Inflow of foreign guest.
Product & service expansion.
Increase revenue from non-residents.
Scope for further growth.
The experienced work force is ready to cope up with any sudden
change.
Since the hotel is accessible to airport, shopping centre. It attracts a lot of tourists and
business people.
Promotion of staffs.
Promote different cuisines & food fests to attract guests.
THREATS:
Lack of training and manpower also pose a threat bringing down the level of service.
High employee turnover ratio.
Lack of latest technology in guest rooms.
Equipment not up to date.
Competitive market.
Changes in the market.
Technical changes.
Conclusion for SWOT analysis:

Updating of the latest technology.

Making sure that the hotel staffs are updated on the latest trends & market changes.

Food that is getting wasted from the banquet halls & kitchens can be sent to orphanages
or welfare centres.

Taking keen interest on non-permanent staff by providing them proper guidance and
making them more productive; also increasing their salaries if they are working
efficiently.

Equal pay for equal work.

Having definite standard hours of work per day.
CHAPTER 6
CONCLUSION
This unique project is an attempt to examine the operational aspect of SHERATON GRAND
AT BRIGADE GATEWAY. This project traces the general work accomplishment in the
various departments and their sub units. All the system and procedures described may not be
practical in all situations but can be adopted with necessary alternation.
This project provides complete exposure to the requirements of the management for the
smooth functioning of the property. The property has given me a warm hearted welcome
through their exceptional staffs in all the departments. The work culture in the hotel is really
good and the people around me maintain a good relation with the trainees of all the
departments.
The On-The-Job Training has helped me to gain enough knowledge that a beginner in the
industry requires. Each day in the industry has given many opportunities to perform and
learn. Through the complete cooperation of staff and management I was able to perform well.
The training at each department has helped me to have an idea of each department apart from
the textbook knowledge. This industrial training was a milestone in my career. It was a matter
of pride for me to get trained in a good property in Bangalore. The training was an
inspirational one. Hotel offers complete refreshment to both staff and guest. The training had
helped me to know that successful performance usually requires general skills required
through education and experience.
The training has helped me to choose my path. It has taught me how to be a true professional.
The whole report tells my full experience and the knowledge that I had gained through this
training. Observations and performances have helped me to study and understand something
new and useful. The training had also proved that attitude also plays a vital role in making up
our career. Without a positive attitude it is tough to sustain in the industry. This training had
also helped me to know and understand the hotel culture.
With a special note of thanks to the staff and management of hotel SHERATON GRAND AT
BRIGADE GATEWAY I hereby would like to conclude.