Industrial Training Report
NAME: Promit Sanyal
N.C. ROLL NO.:152943
HOTEL: The Oberoi Grand, Kolkata
DATE: 5.12.16 TO 31.3.17
Training Certificate
Declaration
This report was compiled during the Industrial Training,
which is an integral part of 3rd semester curriculum of
BSc. in Hospitality & Hotel Administration.
Compiled at: THE OBEROI GRAND, KOLKATA
Duration: 5.12.2016 to 31.3.2017
Name: Promit Sanyal
Place: IHMCTAN Kolkata
Signature
Contents
S.
No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
TOPIC
Acknowledgement
Introduction
The Property
F&B Service
Housekeeping
Kitchen
Front Office
Recreation
Conclusion
PAGE
Acknowledgement
This Industrial Training Report lists some of the most
inspiring facts, experiences, and learning during my 17
Weeks of Industrial Training period at The Oberoi
Grand Kolkata. It is a great pleasure to acknowledge
with thanks the help rendered by many of the people
during this period.
It would not have been possible without the guidance
and help of senior teachers of IHM Kolkata and
Executives of The Oberoi Grand Kolkata.
A special vote of thanks to:
• Mr.Debasis Das
(Principal of IHM, Kolkata)
• Mr. Amitava Sen (In charge of Training & Placement
Cell)
• Ms. Sandhya Joshi (Training manager of The Oberoi
Grand, Kolkata)
• All the Executives and Team Members for their
consistent help, support and encouragement which
cannot be expressed in words
Introduction
L
ocated in Esplanade The Oberoi Grand also
known as the “Grand Dame of Kolkata” is one of
the oldest properties in the heart of the city of
Kolkata. It is located in the midst of the central
business district of the city and at a short distance from
almost all the famous landmarks and sights the city has
to offer.
Dating back to the late 1880s, The Oberoi Grand was
frequented by the country’s leading figures during
colonial times and even now, hosts grand functions for
Heads of State in the city’s largest pillar less Grand
Ballroom.
The Oberoi Grand was the first hotel to be acquired by
MR. Rai Bahadur M.S. Oberoi, founder of The Oberoi
Group. Under his ownership, it became known for its
classic style and modern facilities – a tradition we
uphold.
Local attractions near the Oberoi Grand Kolkata
include Victoria Memorial, British Raj's answer to the
Taj Mahal; the Maidan, an enormous park often called
the "lungs" of Kolkata; and Kalighat, an important
temple to Kali.
The Oberoi Grand Kolkata's neo-classical façade and
grand pillared entrance mark a successful fusion of
classical and traditional Indian styles. The city's
colonial heritage is reflected in the hotel's cool green
marble floors, Corinthian columns, balustrades and
classical pediments and palms. All 209 guestrooms and
suites convey elegance and gracious living, and include
modern amenities such as DVD players, Internet
access, large work desks, fax machines and satellite
television
The Property
Located in Chowringhee, the heart of Calcutta’s
Commercial district and shopping center, the hotel
makes an impressive, luxurious and convenient base
for a business trip. The premier business Hotel of
Kolkata, characterized by its Victorian architecture and
gracious hospitality offers all the comforts of a luxury
hotel with state of the art facilities.
While on one side the hotel gives the guests an
opportunity to experience the sights and sounds and
the daily life of the people just by stepping outside the
hotel it also provides solace from the hustle and bustle
of the outside world and has a comfortable stay
The hotel's on-site restaurants, Baan Thai, provides an
authentic taste of Thailand and is widely considered
the premier Thai restaurant in Kolkata and the newly
opened Threesixtythree° serves global cuisine in the
form of elaborate buffets and a la carte options. Other
hotel restaurants are The Verandah and Tea Lounge,
serving a selection of fine wines, beers and spirits.
The Oberoi Spa at the Oberoi Grand Kolkata is
managed by Banyan Tree and staffed by trained Thai
therapists. Services include holistic therapies and
treatments, including Ayurvedic, Thai, Balinese, Indian
and Hawaiian massages.
Other hotel amenities include an outdoor pool with
poolside bar, fully equipped fitness center, a 24 - hour
business center, various meeting rooms and a grand
Ballroom, secretarial and courier services, and a
satellite teleconferencing facility.
Property Information
• Check-In Time - 2:00 PM
• Check-Out Time - 12:00 PM
• Credit card required - Upon Check-in
• Photo identification required - Upon Check-in
• 24-hour front desk
• Star rating: 5
Area Activities
-Sealdah Railway Station - 2 Miles / 3 Kilometers.
-Howrah Railway Station - 4 Miles / 6 Kilometers.
-The Kolkata International Airport is approximately
45 minutes away from hotel and the distance is 14
miles / 22 kilometers)
-Victoria Memorial
-The Maidan
-Kalighat
-Raj Bhavan
-Indian Museum
THE OBEROI PLUS
• Programme designed to express appreciation of
frequent guests to Oberoi Hotels.
• The programme is applicable at all participating
hotels of The Oberoi Group in India and Sri Lanka.
• Frequent guests are entitled to enhanced privileges
and personal benefits from points earned on each rupee
spent at participating Oberoi Hotels in India.
• The points accumulated can be exchanged for a
range of exclusive merchandise.
• Membership card can be obtained on paying a
nominal fee. Membership is open to Indians and
foreigners.
OTHER BENEFITS
• One time up gradation to Deluxe Room. • Late
checkout up to 6:00 p.m.
• Free stay for spouse in double rooms.
• Bonus points for renewal of membership.
• Priority over waitlisted reservations.
FACTS ABOUT THE COMPANY
Name of the Company: EIH Ltd.
Brands
(Luxury Hotels)
Trident Hotels
:
Oberoi Hotels & Resorts
(First Class International Hotels)
Corporate Office : 7 Sham Nath Marg
110 054.
Phone No. : 011 3890505
New Delhi
011 3890556
Registered Office : 4 Mangoe Lane, Kolkata.
Learning Centre : Oberoi Centre of Learning &
Development 7 Sham Nath Marg Delhi 110 054
Programmes Available : Guest Service Management
Trainee Housekeeping Management Trainee
Programme Kitchen Management Trainee
Programme
Operations Trainee Programme (OT)
OCER
FACT SHEET : THE OBEROI GRAND
COMMISSIONED : 21ST December, 1983
ABBREVIATION : TOG
ADDRESS : 15 Jawaharlal Nehru Road
700 013
Kolkata
TELEPHONE Nos. : (033) 2249-2323 / 0191
FACSIMILE : (033) 2249-1217
NUMBER OF SALEABLE ROOMS : 209
ROOMS CATEGORIES :
DELUXE SUITES
264, 270
:
Rooms ~ 262,
CLASSICAL SUITES
428
:
Rooms ~ 228, 328,
LUXURY SUITES
201, 301
:
Rooms ~ 101,
EXECUTIVE SUITES
128, 409,17s
:
Rooms ~ 29s,
PRESIDENTIAL SUITES
combined
:
Rooms ~ 01, 02
Accommodation
All the rooms and suites at The Oberoi Grand are well
presented and elegantly furnished and offer impeccable
service. All the rooms are styled in a Victorian era
theme while having the new features that a modern 5
star rated hotel should have. The Classic Rooms have
city views, in-room entertainment (DVD), direct
dialling, data port and 24 hour in-room dining. Deluxe
rooms have city views.
All Premier rooms look onto the swimming pool and
have a large worktable with fax machine, DVD player.
Breakfast and airport transfers are included in the price
of Premier rooms. The 3 Junior Suites, each 51 square
metres, feature king size beds and teak wood flooring,
dining table, two balconies overlooking the pool and
garden. Each suite also has a large worktable with fax
machine and Satellite TV with DVD player.
The 3 Executive Suites, each 71 square metres look out
over the palm- fringed courtyard and pool. They have
teak floors, a king size four poster bed, separate living
room, walk-in closet and two balconies, CD player and
fax machine, safe in room. Return airport transfers and
breakfast are included in the daily rate.
There are 3 Deluxe Suites at The Oberoi Grand, each
84 square metres. These suites feature a king size four
poster bed with teak wood floors, drawing
room/dining room and three balconies which overlook
the courtyard and swimming pool. CD and DVD
players, fax, breakfast and return airport transfers are
included in the price of the suite.
Its distinguished accommodation includes the
completely refurbished rooms and suites elegantly
appointed with plus fabrics and finely detailed classical
furniture. For the discerning business traveller, there
are modern amenities for communication and in-room
entertainment.
Guarantee Policy
All bookings must be guaranteed at time of
reservation by Credit Card or Travel Agency. All
major credit cards are accepted.
Smoking Rooms : Room Numbers 201 to 237
Room for Handicapped : Room 108
ROOM TYPE
Deluxe
Luxury
Premier
Premier with
balcony
Executive suite
SIZE (sq ft)
375
400
450
450
INVENTORY
64
62
29
33
505
10
Classic suite
Deluxe suite
Luxury suite
GM’s room
TOTAL
517
764
904
3
3
3
2
209
Dining
Since colonial times, The Oberoi Grand, Kolkata has been
known for its fine cuisine, spectacular dinner parties and
legendary live entertainment, unmatched by any of the other
hotels in Kolkata. In keeping with tradition, these are the
qualities we espouse even today.
Guests looking for a luxury dining restaurant in Kolkata can
choose between our award winning, authentic Thai
restaurant, our all day dining restaurant and bar. Branching
off the hotel's naturally lit walkway, each restaurant is
tastefully decorated, offers an unparalleled fine dining
experience and matchless service.
Lunch ~ 12:30pm to 3:00pm
Dinner ~ 7:00pm to 11:30pm.
Literally meaning “Thai home” this restaurant
provides an authentic taste of Thailand. Baan Thai
which is a Thai specialty restaurant is recognized as
the premier Thai restaurant in the City. With
ingredients imported from Thailand the chefs create
authentic Thai cuisine to serve to its guests. It has 58
covers and gives the ambience and feel of a Thai home.
The Verandah
Open 11am to 11:45 pm.
Relax here before or after dinner with friends,
colleagues and a selection of fine wines, beers and
spirits.
A fine selection of Scotch makes this the best place for
our guests to relax after a tiring day.
The Pool Bar
Timing: 11am-11:45pm
As the name suggests, it is a bar located by the pool
where guests can enjoy the view of the pool and the
lush green gardens surrounding it while enjoying the
food and beverages the outlet has to offer. Along with
the standard menu of food and beverages a special list
of appetizers called “Pool Wow” is served-a different
one for each day of the week. It is also smoking area
where cigarettes are served.
threesixtythree°
The youngest of all the food and beverage service
outlets it opened its doors in January. As the GM Mr.
Varun Chibber described it to the newspaper t2
“Threesixtythree° is an extremely modern
restaurant married beautifully to a Victorian
building”.
After months of renovation of the La terrasse and the
Chowringhee bar, as they were previously called, the
threesixtythree° and the Bar came out to be examples
of modern art giving a whole new ambience to the
guests and a contrast to the otherwise Victorian style
decor.
Timing:
Breakfast: 6:30am to 10:30am
Lunch: 12:30pm to 3:30pm
Dinner:7:30pm to midnight
However the restaurant is an all day dining restaurant
open throughout the day.
The Belvedere
The Belvedere club room is a premium lounge and bar
with dining and conference spaces available exclusively
to Belvedere members who pay a huge sum of money
for the membership and thus are given the utmost care
and exclusivity. The area also has a library complete
with books of all kinds. It serves food and beverages on
the restaurant and bar menus.
Spa
The Oberoi Spa at The Oberoi Grand is managed by
world famous Banyan Tree and staffed by trained Thai
therapists. The Spa offers guests a comprehensive
range of holistic therapies and treatments, including
Ayurvedic, Aromatherapy, Thai, Balinese, Indian and
Hawaiian Massages, Scrubs, wraps, facials and a full
range of health, hair and beauty treatments will revive,
pamper and rejuvenate you from head to foot. The Spa
therapy suites are the place to unwind after a hard
day’s business or sightseeing. Sauna and Steam rooms
are available for hire at the Spa.
Fitness
Swimming Pool.
Open 6 am. to 6 pm.
The outdoor swimming pool at the Oberoi Grand is
an oasis of peace and quiet in the middle of a busy city.
Drinks and snacks are available at the poolside bar.
Use of the pool is free to guests.
Fitness Centre
State-of-the-art Life Fitness machines are available for
guests free of charge for 24 hours. Equipment includes
Rowing Machines, Cross Trainer (with headphones
and TV), Exercises, Multigym and Treadmills (with
headphones and TV).
Banquets and
Conference facilities
A 24 hour business center fully equipped with modern
facilities includes a meeting room, secretarial and
courier services, photocopier, fax, PC, Internet, email
and document binding. The spectacular Ballroom at
The Oberoi Grand is ideal for large conferences and
receptions and accommodates up to 800.
Three meeting rooms, including a board room, are
suitable for smaller business gatherings and seminars.
The hotel offers a satellite teleconferencing facility. All
guest rooms feature dual line direct dialling with data
port and voicemail, and an executive work desk.
Deluxe rooms have a dedicated fax machine.
Services available include:
Microphone, Collar Mike (with wire), Cordless mike
(hand held or collar), Extra Carousel Tray, Laser
Pointer, OHP with Screen (4*4), OHP with Screen
(8*6), Slide projector with screen, Metallic OHP with
screen, LCD projector with screen, Screen (4*4),
Screen (8*6), Back projection Screen with masking,
Desktop Computer with monitor, Monitor, Television,
VCR (multi system), Stereo System (Tape Deck-50
watts), Stereo System (CD & Tape Deck-500 watts),
Audio recording per hour, Video recording per
cassette, Spot Light, Spot Light halogen, Video scope
VHS Cassette, Video scope U-Matic Cassette, Data
projector for computer projection, Beta Player.
BANQUETS
• The Ballroom
• Burdwan
• Coochbehar
• Gharana
Oberoi Experiences
SPA RITUAL
This delightful spa treatment starts with a face and full
body exfoliation to remove dead skin cells and reveal a
more youthful complexion of silky smooth, glowing
skin. This is followed by a full bodied massage and
concluded with a signature oberoi dhara which
stimulates the third eye and promotes a profound sense
of calmness and wellbeing. Maybe combined with the
cultural kaleidoscope
Duration 2 hours
Rate 12,000 per person
SPICE ROUTE
It is a fascinating culinary journey led by the chefs of
the hotel giving an insight into the herbs and spices
used in Bengali cooking-why how and to what end
they are used. Maybe combined with the Indian wine
trail tour.
Duration 45 minutes
Price 3500 per person
INDIAN WINE TRAIL
A fantastic journey through the ancient history and
vast geography of the subcontinent’s vineyards with
the in house wine experts and sommeliers. It also
provides an insight into the indigenous grapes and
how to discern bouquets and how to choose wines to
suit different cuisines
Available 3pm to 5pm everyday
Maybe combined with the spa ritual
Duration 2 hours
Price 2500 per person
EUROPEAN WALK
An introduction to Kolkata especially for first time
visitors. After a drive to the great eastern hotel one
may visit some of Kolkata’s famous sights-dead letter
office, St. Andrews church, writers building, lal dighi,
governor house and St. Johns church.
Optional: Hong kong and shanghai banking
corporation building and high court
Maybe followed with a spa ritual
Duration: 3 hours (starting 6:30an)
Price 4700 per couple, including return transfers
CULTURAL KALEIDOSCOPE
This reveals the vibrant cultures that live side by side
in the city. The tour includes bow barracks,
Zoroastrian fire temple, Chinese temple, Jewish
synagogue, Portuguese church and chitpur portion of
bara bazaar. Maybe combines with the spa ritual.
Duration 3 hours (starting from 6:30am)
Price 4700 per couple, including return transfers
GUIDED CITY TOUR
This is a specially curated guided tour of the city
consisting of a chauffeur driven guided tour of the
city of joy. May be coupled with a spa ritual.
Half day tour 4 hours: 2500 per couple excluding car
transfer charges
Full day tour 8 hours: 5000 per couple excluding car
transfer charges
JUNIOR CHEF
The little ones are taught by the chefs how to prepare
several delicious foods in a fun culinary session
will be shown classic combinations and will be
encouraged to experiment with their own ideas.
Maybe combined with little bartender
Available from 12-5pm everyday
Duration 1 hour
Price 1000 per child
LITTLE BARTENDER
An insight on how to blend flavours, colours and make
attractive, exciting soft drinks. This mocktail
session is done by the experienced mixologists of
the hotel.
Available from 12-5pm everyday
Duration 1 hour
Price 1000 per child
NOTE: Taxes are applicable on all prices stated above.
Departments of the Hotel
1
. FRONT OFFICE
• Reservation.
• Reception.
• Front Office Cash.
• Concierge.
• Bell Desk.
• Guest Relations / Lobby Manager Desk.
• Travel Desk.
• Business Centre.
• Telephones.
2
. Sales & Marketing
• Sales to Guests.
• Instant Reservation, Advertisement and Publicity,
Banquet Sales.
3
. House Keeping
• Servicing Rooms
• Public Areas ~ Corridors, Restaurants, Swimming
Pool, Health Clubs, Lobby, Banquets & Rest
Rooms.
4
. Kitchen Stewarding To ensure cleanliness and
maintenance of :
• Kitchen.
• Staff Cafeteria.
• Banquet Pantries.
• Dish Wash.
• Pot Wash.
• Buffing.
• Tinkering.
• Silver Plating
• Equipments.
5
. Food and Beverage Service
• Baan Thai
• threesixtythree°
• The Verandah
• Banquets.
• Ball Room - 6600 sq. ft area with a capacity of
850 pax
• Burdwan - 1100 sq. ft. area with a capacity of 60
– 80 pax • Coochbehar - 1100 sq. ft area with a
capacity of 60 – 80 pax.
• Board Room.
• Tea Lounge.
• Room Service.
• The Belvedere.
• Dispense Bars.
• Pool Bar.
6
. Kitchen
Name of the Kitchen
Baan Thai
Caters to (Restaurants)
Baan Thai, The Verandah,
Pool Bar & Room Service.
Threesixtythree hot range Threesixtythree, The
Verandah, Pool Bar &
Room Service.
Garde manger
Gharana
Production
Banquets
Bakery and confectionery
Threesixtythree, The
Verandah, Pool Bar &
Room Service.
Threesixtythree, The
Verandah, Pool Bar &
Room Service.
Threesixtythree, The
Verandah, Pool Bar &
Room Service.
Banquets
All F&B service areas
Butchery provides raw meat and fish items to all
kitchens except Bakery.
7
. Engineering
Responsible for repairs & Maintenance
• Building.
• Electrical.
• Air Conditioning.
• Mechanical.
• Safety & Environment.
8
. General Administration
• Finance
• Voucher Payables.
• Cashiers.
• Audit, Night Audit, Systems.
• Payments, Pay Roll.
• Salaries & Waters.
• Credit, Materials, F & B Controls, Income.
• General Ledger, HRD, Training and Development,
Medical, Time Office, Welfare, Administration, Estate.
Food and Beverage Service
INTRODUCTION
An integral part to the functioning of a hotel the food
and beverage department is a major revenue producing
department in any hotel. Good teamwork is a must to
bring out the success of the hotel and the staff should
work hand in hand to produce the maximum output. In
a hotel the service department has an edge over rooms
divisions because of the major revenue earned from
banquets.
Duties & Responsibilities of F&B Service
Department
Food and Beverage Manager.
Is responsible for the implementation of agreed
policies. In general he is responsible for:• Ensuring that the required profit margin is achieved
for food and beverage are in each financial period.
• The purchasing of all material required.
• Ensuring that qualify in relations to the price period
is maintained etc.
Restaurant Manager.
• To oversee the proper arrangement of the tables,
chairs, service equipment, table settings.
• He takes a briefing before each shift to inspect the
personal appearance of staff.
• To see the correct quality of food served.
Room Service Manager
• He goes through the room service pickup / clearance
file.
• He checks the movement list sent by the front office.
• It is his responsibility to see that all special items like
cookies, fruit basket, nut plates and drinks kept in the
room.
• Scheduling the staff.
• Handling guest complaints.
• Prepares duty roasters for the staff.
Banquet Manager
Is responsible for all the banquet parties held in the
hotel. He / she ensures that all arrangements for
banquets are made in advance. He / she supervises the
banquet parties held in the hotel and work being done
by captains and stewards.
Manager is also responsible for setting booking,
arranging and serving of all banquet functions and
arranging local publicity after obtaining permission
from the people arranging banquets.
Banquet Supervisors.
Senior Captains.
Senior captains in respective restaurants are
responsibilities for proper arrangements in the guest
and ensure that toad is served in orders. They take the
briefing for wait before every meal.
Captains.
Work under senior captains. They are allotted some
section inmate restaurants or banquets. They are
responsible to serve the food for the guests and to
present the bills for payment.
Steward
He acts by instruction for the captain. He/ she
generally plates upon the table, cleans the table after
each course some preparatory tasks of cleaning is also
carried out by the steward.
Management Information System:
Consists of:• Daily sales record.
• Attendance register.
• Stock inventory register.
• Stock requisition book.
• Food & Beverage cost factors.
• The cost of operating a food and beverage service is
influenced by several factors, including food cost, staff
size and methods of purchasing, receiving, storing and
issuing supplies.
ROOM SERVICE.
“Bringing the dining experience of a
restaurant to the guestroom” is what the
personnel at room service or In Room Dining call it.
The Room Service is a very important outlet of the
food and beverage department. It provides food and
beverage to the guest in their rooms as and when
ordered by them. To avoid any delays, there is a
separate room service elevator, used exclusively by the
room service staff to provide quick and efficient service
to the guests.
Generally, food and beverage orders for 2 to 3 guest
are sent on Room Service trays, which are set up with
all the essential cutlery and crockery. But if the order
is for a number of items or for more than 3 to 4 guest,
special room service trolleys are used to serve the
order. These trolleys are collapsible and when opened,
have a round table shape. Below the table are placed
food warmers, which keep the food warm.
There is a separate room service orders takers cabin,
which has two micros, placed for room service order
takers. As and when the guest call is received, the
order is taken by the order taker (generally a lady) and
a KOT is printed, which comes out at the printer near
the Supervisors desk. The rest of the KOT procedure is
same as other outlets.
PROCEDURE.
• When the guest calls the Room Service the order
taker who posts the entries into the computer takes the
order.
• The cheque is printed on a printer, which is kept in
the supervisor’s desk.
• This cheque has 4 copies – KOT, Guest copy,
Accounts copy and FnB controls copy.
• The KOT and F&B control copy are taken off by the
supervisor and given to the kitchen and room service
steward who lays the trays or the trolleys.
• The breakfast is collected from the Room Service
kitchen, some of lunch, dinner items are picked up from
Main kitchen or any other FnB outlets.
• After the food is picked up, it is kept on a tray, which
is kept on the supervisor’s desk. The supervisor checks
the order before it goes to the room.
• Accompaniments of different foods (Indian, Chinese)
etc are also placed.
ROOM SERVICE DOOR KNOB BREAKFAST
MENU CARD.
This card contains the Breakfast menu, the time at
which the order is required and the room number,
which has to be filled by the guest. The guest may tick
the items he wants to order for breakfast. The card is
again hung with the door knob outside the room. The
night shift staff of the room service collects all these
cards from outside the rooms and the order is thus sent
to the guest rooms at the stated time in the morning.
Fresh door knob menu card is placed in the room by
the housekeeping department.
BASIC TRAY SET-UP FOR TEA / COFFEE
ORDERS:
• Teacup.
• Saucer
• Tea spoon.
• Sugar bowl.
• Tea strainer with slope basin.
• Milk pot.
• Tea pot and a pot of hot water tag for coffee (no hot
water is placed separately).
• While setting up a tray, the first thing that is checked
on the KOT is the number of guests according to
which the cutlery and crockery is placed. If the number
of guest is more than 4, then the room service trolley is
set up instead of a tray.
• Open orders: These are orders for food items, which
don’t appear on the menu i.e. those, which are not
listed in the micros e.g. curd and rice. The room
service manager at his discretion prices such orders.
• Wake up orders: Many a times, guest call up the
front office to request for a wakeup call in the morning.
They generally order for tea or coffee to be sent at a
stated time. The front office forwards such orders to
room service. Such orders are referred as “wake up
orders.”
The Verandah
The spacious and newly renovated interiors of this
exclusive bar give it a relaxed ambience. A live
band performs Jazz, Rock n Roll, Pop and Blues
every day (except Mondays) from 7:30 p.m. To
11:30 p.m.
Relax here before or after dinner with friends,
colleagues and selection of fine wines, beer and spirits.
Table Setup
Table setup includes a bud vase, an ashtray and a wine
and snack list.
CIGARS.
Besides the best of single malt and cognacs. The bar
also has the world’s finest brands of cigars. The bar has
special cigar trolley. This trolley is set with cigar
service equipment and the world famous cigar is a
humidor.
There is a huge humidor, which has a variety of more
than 20 types of world famous cigars.
Being 100% untreated tobacco leaf that is not
inhaled when smoked, Cigar smoking is all about
total enjoyment, adventure, camaraderie and
sharing a passion. The following renowned classic
all originals Habanos, except one that finds its
creator in Geneva are available.
Davidoff Grand cru………650
Length : 15.4cm - Weight : 9.2g - Diameter :
1.7cm - Body : square
Created from the finest leaves from the Dominican
Republic, this Swiss Cigar excludes subtle aromas
and an easy after taste that keeps it smile.
Montechristo No. 1….1’300
Length : 16.5cm - Weight : 10.5g - Diameter :
1.65cm - Body : square
One of Europe’s best selling large Cigars, it is
renowned for its easy to please style. It burns
evenly with a tart, rough and slightly woody
aroma.
Montechristo No. 2……1500
(Figurado / Torpedo – Peramide)
Length : 15.6cm - Weight : 12g - Diameter : 2 cm.
Body : square
The most well known among torpedo shapes it
possesses a rich, harsh and heavy strength suited
for the experienced smoker seeking rich sensations.
Romeo Y Julieta…….700
(Romeo No. 1)
Length : 13.8cm - Weight : 8.4g – Diameter :L
1.48cm - Body : square A strong woody - floral
aroma with a lingering after taste. Appealing more
to English taste these are intended for experienced
smokers who like rich and complex.
STOCK TAKING.
The food & beverage control department under takes
the stock taking. One of their representatives comes to
the
bar before it begins and measures the alcohol in all the
bottles. The difference is than tailed with the sales of
the previous day and any difference is reported to the
manager.
BAR EQUIPMENT
• Blender.
• Ice- making machine. • Glass chiller. • Deep freezer. •
Refrigerator. • Food warmer. • Coffee maker. • Straws.
• Coasters. • Jam pots. • Cherries. • Sweet limes. •
Pineapple. • Fresh limes.
COCKTAIL LIST
COCKTAILS (with a selection of liquor bottled in
India)
GIN cocktails
• Gimlet
• Dry Martini
• Tom Collins
• Singapore Sling
• Tropical Dawn
WHISKEY COCKTAILS
• WHISKEY SOUR
• OLD FASHIONED
• BOB ROY
• VODKA COCKTAILS
• BLOODY MARRY
• SCREWDRIVER
• BLUE LAGOON
• BLACK RUSSIAN
• BALALAIKA
• RUM COCKTAILS
• MAI TAI
• DAIQUIRI
• CUBA LIBRE
TEQUILA COCKTAILS
• MARGARITA
• TEQUILA SUNRISE
• BRAVE BULL
• TEQUILA MOCKING BIRD
NON ALCOHOLIC DRINKS
• SHIRLEY TEMPLE
• CINDERELLA
• VIRGIN PINA COLADA
• VIRGIN MARRY
• CALCUTTA COOLER
NOTE: The Calcutta cooler is the signature drink of
the Oberoi grand served in the outlets of the hotel
made with:
5ml lemon juice with sprite and soda in 1:1 ratio and 2
dashes of angoustra bitter served in a Collins glass and
garnished with lemon wedges.
The Pool bar
The pool bar is an F&B service outlet located by the
swimming pool which serves the covers located near
the bar counter and the covers by the pool itself where
people bask in the sun after enjoying a swim and
operates in harmony with the verandah (till the
verandah was shut down in January 2017). In the
evening the pool bar caters to reservations by the pool
for a dim lit poolside dinner along with the usual
orders from the tables near the bar counter itself. It
serves all the food and beverages of the restaurants and
offers cigars and cigarettes as it is a smoking zone. The
special appetizers called “pool wow” is also served here.
POOL WOW
Day of the Item served
week
Monday
Watermelon and mint
sorbet
Tuesday
Iced ginger ale
Wednesday Frozen orange chunks
with rocksalt and raw
sugar
Thursday Spiced gazpacho shots
Served in
Martini glass
Champagne
tulip
Mini leaf dish
Small martini
glass
Friday
Pan flavoured sorbet
Saturday
Frozen shikanji soda
Sunday
Chilled watermelon
slices with rocksalt and
raw sugar
Small martini
glass
Champagne
tulip
Mini rectangle
dish
WINE LIST
RED WINE
Chantilly - Grand Vintage, Cabernet
Sauvignon, Sahyadri Valley, 1998.
Riviera - Pinot Noir, Sahyadri Valley
Grovers - Cabernet Sauvignon
Grovers La Reserva - Cabernet
Sauvignon Sula Satori Mer
WHITE WINES
1000
200
1000
1000
1400
200
200
280
Chantilli - Chardonnay, Grand
Vintage, Sahyadri ValleySau
1000
200
Riviera - Ugni Blanc, Sahyadri
Valley
Grovers White - Chardonnay
Sula - Chennin Blanc
Sula - Sauvignon Blanc 1
Louis Jadot Pouilly fuisse burgundy
Craggy range
Gimblet Gravels New Zealand
Louis Jadot Bourgogne
1000
200
1000
1500
1500
200
300
300
Louis Jadot Chablis burgundy
Chinkara cara chardonnay
Broken fishplate Australia Sauvignon
blanc
Tarapaca la Isla Sauvignon blanc
SPARKLING WINE
Moet et Chandon Dom Perignon
Moet et Chandon Brut Imperial
GH Mumm
Marquise De Pompadour - Methode
Champenoise
Sula Brut - Methode Champenoise
40000
16750
13500
1500 300
1500 300
WHITE WINES
FRANCE
Sauvion Du Cleray - Muscadet
Sevre et Maine, 1999
Graves - Grand reserve, Kressman,
1997
Calvet Reserve - Vin Blanc, Sec,
Sauvignon et Semillon, 1997
Chateau Baret - Pessac - Leognan,
Grand Vin de Graves, 1994
Cotes Du Rhone - Georges Duboeuf,
1998
ROSE WINE
FRANCE
550
550
550
550
550
Rose D’ Anjou - Val de Loire,
Sauvion, 1999
RED WINE
550
USA
Robert Mondavi - WoodBridge,
Merlot, 1999
FRANCE
660
Cotes Du Rhone - Georges Duboeuf,
1999
Graves - Grand Reserve, Kressman,
1997
550
550
The award winning restaurant, Baan Thai, offers
authentic Thai cuisine in equally authentic
surroundings.
Decorated with ethnic artifacts, masks and wooden
carvings, Baan Thai is fitted with intimate tables and
traditional floor seating.
Open for dinner seven days a week, and for lunch and
dinner during the weekend.
LUNCH & DINNER
Lunch served between 12:30-3:00pm and dinner served
between 7:00 to 11:30pm consists of Thai food served
in an a la carte basis. While renovations were taking
place the restaurant served international cuisine and
served as an all day dining restaurant.
RESTAURANT LAYOUT.
Station 1 is towards the left as you enter and station 2
at the right. The arrangement according to table sizes
is exactly same of both sides.
There is a rack near the entrance, which is stacked
with local and international newspapers.
Ambience
The atmosphere is fresh, airy, and an emphasis is
laid on a smoothing, relaxed, serene and classy
ambience.
Interiors
The restaurant is furnished in traditional Thai
style, with floor seating known as “Khumtoke”
which incorporates a sunken area for leg space
along with contemporary tables and chairs.
The Entire restaurant is furnished with Burma
teak paneling, burnished gold carvings and
exquisite Thai artifacts. These are displayed in the
restaurant to set the mood of the guests as soon
as they enter. After renovations a new type of table
has also been introduced called a “Lazy Susie”
featuring a rotating tabletop.
Cutlery used : A.P. kinfe, B & B knife, cheese Knife
& carving knife, A.P. fork, fish fork, Soup Spoon,
Tea Spoons, Coffee Spoon, dessert spoon, Parfait
spoon, Service Spoon, Round bottomed ladles,
Spatulas, Tongs and wooden ladles.
Glassware Used : Highball, Collins, Red-Wine,
White-wine glass, water goblet, beer goblet,
Sherry Port, Virgin Mary glass and Zombie
Glass.
Hollowware Used : Teapot, creamer, strainer and
drip bowl.
Number of covers : The restaurant has 58 covers,
which are serviced from 4 sideboards.
threesixtythree°
The newly opened restaurant is a multi cuisine all day
dining restaurant featuring fine dining in a classy yet
modern atmosphere. The name came into being due to
the fact that threesixty and threesixtyone opened at
Delhi and Gurugram recently and the service is said to
be two notches higher than any of the other
restaurants in the series leading to the name.
The 78 cover restaurant serves breakfast from 6:30 to
10:30am, remains shut for cleaning and again opens for
the buffet and a la carte lunch at 12:30pm. Lunch is
served till 3:30pm and after which guests can still have
food but with fewer options. Dinner starts at 7:00pm
going on till midnight.
NOTE: Special wood fired pizza is a speciality of the
restaurant and typically 1 slice of pizza is offered per
guest along with the lunch buffet along with the usual
a la carte manner during lunch and dinner.
THE BREAKFAST BUFFET
Cold
• Cold cuts-chicken lyonnaire,pork
mortadella,turkey pastrami,Bavarian meat loaf
• Smoked salmon
• Cut fruits
• Whole fruits
•
•
•
•
•
•
•
•
•
•
•
•
•
Hard cheese
Soft and semi soft cheese with crackers
Olives
Lettuce
Sour curd
Mishti doi
Flavoured yoghurt
Mango and mint smoothie
Cardamom lassi
Vegan apple and berry smoothie
Cold coffee
Milk shake
Breakfast
parfait and
bircher
muesli
Hot buffet
•
•
•
•
Idli
Sambhar
Chutney
Baked
potatoes
• Sautéed
vegetables
•
•
•
•
•
•
•
•
•
Steamed sweet corn
Enchiladas
Poha
Waffle counter
Pongal
Saaboodaana khichdi
Sevain upma
, sauté potato
Congee
Pastry counter
•
•
•
•
•
•
•
•
•
•
Baguettes
Fruit cake
Banana bread
Croissant-plain,almond and pain au chocolat
Danish-Peach,Blueberry,green apple ,lemon
iced,knotted bread
Kouign amin
Muffins-chocolate chip,blueberry,coffee and
banana
Donut-Chocolate,plain,almond and dulce de lecce
Dry fruits and nuts
Cereals- Honey loops,bran flakes,honey flakes,
homemade muesli, Chocos, Cornflakes,
wheatflakes & riceflakes
•
•
•
•
Hot cold and skimmed milk
Granola bar
Honey
Preserves
Juice counter
•
•
•
•
•
•
Tomato and basil juice
Carrot and beetroot juice
Tender coconut water
Orange juice
Flavoured water
Watermelon juice
Along with the above there is also a selection of hot
breakfast items on the menu like
eggs to order (Boiled eggs, scrambled eggs,eggs
benedict etc), Grilled tomato hash brown
potatoes,sausages and bacon by the side.
Various types of Indian items like parathas, vadas,
dosas, uthappam, luchi and cholar dal pri bhaji etc.
North Indian items : sweet and salted lassi, curd,
Poorie and aloo matar.
South Indian items include : Vada, Sambar,
coconut chutney, idli, uppama, uthapam & dosa.
LUNCH
Lunch consists of an elaborate buffet costing Rs. 1450
per person (plus taxes). On Sundays however a special
brunch is organized with a live carving counter and a
more elaborate lunch costing Rs.1650 per person
(without alcohol) (plus taxes) and Rs.2200 per person
(with alcohol) (plus taxes).
THE BAR
The bar is the attatched extension of
threesixtythree°which serves liquor along with light
snacks and other non alcoholic beverages and also
serves breakfast at morning (but starts operating
independently after 11am).
NEW MOCKTAILS AT THE BAR
HOT TODDY: Apple juice, warm spices, honey and
water
MANGO PUNCH: Mango juice, coconut milk,
strawberry
CINDERELLA: Pineapple and orange juice, soda
CHENDOL ICE: Pineapple juice, coconut milk
SURF AND TURF: Pineapple orange juice and orgeat
COCKTAILS
CHOWRINGHEE: Tequila, grapefruit juice and
campari
KOLKATA CLUB: Gin, vermouth pomegranate juice
BABUGHAT: Bacardi oro, orgeat, lime juice
21 GUN SALUTE: Cognac, Whisky,Cointreau
EAST OF EDEN: Vodka, Vermouth, Pomegranate
juice
SPICE ROUTE: Bacardi oro, Pineapple, lalernum,
ginger, 5 phoran
INDIAN SUMMER: Proseco, elder flower,anesis,
pomello bitters
BENGALI TEA: Cognac, Rum, Darjeeling
tea,cinnamon, rose
CO-ORDINATED DEPARTMENTS.
KITCHEN.
GARDE MANGER –To pick up cold preparations e.g.
salads, galantines and pates buffets of banquets.
PANTRY- To pick up sandwiches, fruit platters, fresh
juices, individual salad portions.
HOT RANGES & GRILLS –Hot food items such as
steaks, chops etc.
BAKERY & CONFECTIONARY – To pickup bread,
pastries, cookies and ice creams.
Still Room – To pick up hot beverages, e.g. Tea and
coffee.
KITCHEN STEWARDING.
This department primarily controls the storage, issue,
and maintenance of service equipment in the
restaurants and kitchen. The sanitation and hygiene of
the kitchen and its overall maintenance comes under
this department. It is also responsible for the
employee‟s cafeteria.
BARS.
The service bar located in the main kitchen dispences
wines, sprits, juices , aerated water and tobacco. The
beverage stores are located behind the chefs office in
the main kitchen.
STORES.
The source from where the steward can pickup
supplies of proprietary sauces, stationary etc for the
restaurants.
HOUSEKEEPING.
This department is responsible for the cleanliness,
maintenance and the aesthetic beauty of the hotel. It is
also the source for uniforms , linens and flowers.
ACCOUNTS DEPARTMENTS.
a. Restaurant cashier
Receives all cash and credit payments made for food
and beverage sales in the restaurant and bar. If the
guest signs the bill, the steward may verify his name
by asking the restaurant cashier to check on his
computer terminal.
b. Front office cashier.
This is the central point where all the checks signed by
hotel residents are collected and entered in the total
bill.
ENGINEERING.
This department is responsible for the maintenance of
all mechanical and electrical equipment in the
restaurant. Also for controlling the air conditioning
and heating.
FRONT OFFICE.
The front office maintains a record of all guests staying
in the house. This department also co-ordinates all
group movement and meal plans.
Housekeeping
INTRODUCTION
The housekeeping department is an important part of
the hotel essential to its operation, which looks after
the welfare of the guest. A tidy well kept room and
clean, aesthetically appealing surroundings affect the
guest greatly as acceptable accommodation is very
important t the guests. The image of the hotel and its
name is greatly heightened if the guest is pleased and
is satisfied. The hotel gains much from the word of
mouth publicity.
Housekeeping as the name suggests refers to keeping
of the house and includes all those factors that lead to
the comfort, cleanliness and service of the people
occupying that particular house. The main objective of
the department is to improve and maintain the sale
appeal of rooms by making the guest feel happy and
relaxed. The personal effort the housekeeping
department makes in giving a guest a desirable room
has a direct bearing in the experience has in the hotel
and makes his stay a memorable one.
The housekeeping department looks after the
cleanliness and well being of the entire hotel. Public
areas are very important as they reflect the image of
the hotel on a potential guest or a repeated customer.
It coordinates with different departments of the hotel
to function efficiently and effetely. The department has
its staff spread on all floors as well as public areas
along with housekeepers, floor supervisors, room boys
and housemen. Apart from rooms and public areas the
housekeeping department takes care of various other
areas as well.
IMPORTANCE OF HOUSE KEEPING
Housekeeping is the department that deals with
the cleanliness and upkeep of the hotel and all the
services attached. Housekeeping in the hotel provides
accommodation for the guest. It is the department on
which the reputation of the hotel, the standard,
the star category depends upon. The objective of
Housekeeping is up keeping of the property as per
the highest standard laid by the organization.
The major portions of revenue of hotels come
from the rentals of rooms. The responsibility of
cleaning the front and back areas rests entirely
with the housekeeping. The guest entrance, lobby
parking place, swimming pool horticulture,
administrative office, restaurants, banquet halls,
kitchen, public toilets, the disposal of garbage,
sanitation, hygiene, safety and pest control of the
entire hotel fall under housekeeping department.
Not only the resident guests get impression of the
hotel but also no resident guests who come to the
restaurants or to attend banquets parties can judge
the standards of the hotel by the cleanliness
maintained. A clean and hygienic surrounding is
required also for the staff working in the hotel as a
congenial atmosphere help them to create a pleasant
mental temperament.
UNIFORM ROOM
The most important function of the uniform room
is to store the uniform of the staff in a systematic
manner. The soil uniform are given by the linen
maid to the laundry. The uniform needed to be
mended are done by the tailors. Any repair to be
done of room linen is done here.
When the employee deposits his or her uniform,
soil cloths are kept in different trolleys. The
ordinary wash cloths are
kept separately from the dark clothes. Clothes
which are to be dry washed and kitchen uniforms
are kept separately.
The uniform room operates from 6:00 am to 6:00 pm
with one uniform attendant and one tailor to look after
the smooth operations of the Uniform Room.
HOUSEKEEPING DESK
The desk housekeeper is responsible for coordinating the duties of the floor and public area
supervisor also forms a linen between the front
office and other departments of the hotel. All
guests call coming in the housekeeping office are
received here. The desk clerk room attendance or
maintenance. The desk house keeper has to
manage the computer terminals. He or she has to
clear the room on the terminal as and when
checked out rooms are made ready. He or she
pages the housekeeper and the room attendants to
let them know about the fresh checked out rooms
are made ready. He or she pages the housekeeper
and the room attendants to let them know about
the fresh checked out rooms. Briefing points are
given by the executive housekeeper to the floor
supervisor and by the floor supervisors to the
attendants.
The executive Housekeeper briefs the floor
supervisor about the cleaning programmes of the
entire hotel renovation methods for the consistency
of the department such as introduction of contract
cleaning.
The Housekeeping desk is 24hours operational to
assist guests with their requests.
The floor supervisor briefs the chambermaids and
housemen about :
• Focal activities of the week.
• VIP guests.
• Priority given to the work according the
occupancy level. • Proper usage of detergents
• Meeting guest complaints.
Some of the registers maintained by the desk
housekeeper are:
Call Register There are different types of calls Service Call, Maintenance call and Special Service
Call. Service calls usually come from the guest,
maintenance calls come from any of the public
area or floor houskeeper and usually include
carpentry, painting, tailoring and electrical
maintenance. Special service calls come from the
guest when he requires which are not provided in
the room such as comb, razor, cream etc.
Departure Register The departure and check out of
guests are updated in the computer by the front
office cashier. As soon as the desk housekeeper
locates a new check out in the terminal, she
informs the housekeeper or room attendants on
the required floor, similarly when the room is
ready the desk housekeeper enters it in the
terminal.
House Keepers Departure Register This help to see
the room number of outs and time at which it
was informed to the desk and the time it was
cleared.
Tailors Book The complain received from the
rooms regarding mending or repairing of any
upholstery, carpet, shower curtains etc. is written
in this book.
LOST AND FOUND REGISTER If any
belongings of the guest is found in the room or
in the public area after the guest has left, then it
is entered in the Lost and Found Register which
has column for description of articles, finder’s
name, where he has found, who has registered it,
to whom it was handed to etc. the description of
the articles, place and time sound is noted in a
white slip. The slip is stapled with the article and
kept in the lost and found cupboard in the
housekeeping office. Usually the article is kept for
six months after that the
article is handed over to the guest following the
necessary procedure.
KEY REGISTER
The desk housekeeper makes sure that the house
keeper and the room attendants sign the key
register when they take it and return it.
The Night Shift Desk Housekeeper is also responsible
for setting up Housekeeping Attendants Trolley.
This trolley has been designed to facilitate service
to the Guest Room. Save time, energy and
increases efficiency. The trolley should always be
well maintained and handled with care. All items
are to be stacked neatly and maintained
throughout the shift. Trolleys to be set at the
beginning of the morning shift and replenished
when necessary. At the end of the shift, trolley to
be returned to the Floor Linen Room emptied and
cleaned. One trolley is to be set for the Late
Departure Shift.
Soiled linen section holds, soiled linen for four
rooms, to be emptied when full.
REPORTS COMMONLY USED IN HOUSE
KEEPING DEPARTMENT
1. House Keeper’s Room Report It is made three
times a day. This is a simple report having a
column for room number and two other column
for status and number of persons staying in the
room. Out of three copies one copy goes to Front
Office. The code used are : O : Occupied. R :
Repairs L : Luggage, Bed unused. V : Vacant. N :
Not Occupied. NO : Luggage.
2. Room Discrepancy Report This report originates
due to the tallying of the Housekeeping Report
and Night Auditors Report. Done in front office
department and discrepancies are noted down
which are checked by the bell boys through Cashier.
3. Room Attendants Checklist This list helps the
room attendant to have a double check
confirmation. It contains a list of supplies. It is
carried by the floor supervisor.
4. Room Attendant’s Report This is for writing the
Housekeeper’s Room Report. There is a column
for room number, a column for status and another
for persons.
5. Uniform Exchange Slip
This is filled for the
exchange of fresh linen against soiled one in
Uniform room and Laundry.
6. Linen Exchange Form It is filled at the time of
exchange of soiled linen for fresh ones. The linen
room supervisor fills it.
7. Housekeeper Daily Linen Report It is to keep
track of all the soiled linen sent to the laundry an
also all the fresh and clean ones in the laundry.
GUEST SPECIAL REQUEST
Sometimes guest requests specially or extra or
additional things to the housekeeping Request for
blanket or pillows are normal request. Other than
this, guest may also request for services like shoe
polish, secretarial service, mending jobs etc.
Hotels also have got provision of certain items,
which they give as loan to the guests. These are
type-writer, hair dryer, pair of scissors, iron and
ironing board.
Extra beds are also provided by the hotel. This
has to be charged to the guest and thus reception
should get notification for it.
SPRING CLEANING
Nowadays the concept of spring cleaning is no
longer carried out. A number of rooms are not
blocked at a time since it would affect the revenue
of the hotel. There are weekly focuses on special
activities. There is a floor activity sheet which is
prepared by the assistant executive housekeeper
and the sheet is put up on the notice board of
the pantry. Focus on the activities of the week
varies from floor to floor. While preparing the
sheet it is seen that all areas of the room are
properly cleaned.
For example if the focus of the week is towel
rack cleaning, then the chambermaid will clean the
towel racks with extra care while performing her
usual work such as making of beds, cleaning the
bathrooms and hovering the room.
However there are certain activities which are not
performed by the chambermaids such as carpet
shampooing, is done by the housemen and tile
polishing is done by the maintenance department.
If any repair work has to be done in a room then
the room is blocked for a period of time required
for the completion of the work and the work is
carried out.
ACTIVITIES OF THE HOUSEMEN
• Cleaning of the service landing.
• Guest elevator cleaning.
• Dusting picture frames and window panels.
• Vacuum cleaning guest corridors.
• Collecting the soiled linen form the pantry and
dumping it to the laundry.
• Linen distribution from the linen room and
placing in the pantry and also sometimes placing
the linen on the chambermaid’s trolley.
• Brass polishing.
• Bringing of supplies from the stores and
arranging in the floor pantry.
• Special cleaning which includes cleaning room
windows, balcony, brass polishing the articles in
the room, high dusting and low dusting.
ACTIVITIES OF THE ROOM ATTENDANT OR
CHAMBERMAID
The room attendant performs work according to
the status of the room i.e. vacant, occupied and
departure rooms.
Priority is based in the following order.
• “Please clean My Rooms” • Departure Rooms. •
Occupied Rooms. • Vacant Rooms.
The order of the work is as follows :
• Emptying of dust bins (while doing this the
chambermaid throws all the garbage of the room
and bathroom)
• Pulling the curtains apart.
Ideally the chambermaid should do dusting of the
room first, then making of beds, cleaning of
bathrooms but the chambermaids do not follow the
sequence of the activities. They do it according to
their convenience. They strip off and make the
beds.
Checking of supplies while dusting
• Arranging of newspaper of coffee table and
stationery on the writing table.
• Switching of televisions and closing of the
cabinet
• Putting in all the supplies of the room.
• Cleaning of the bathroom and replenishing
bathroom supplies and linen.
The Chambermaid enters the room with fresh
Linen, dumps the soiled linen in the room and
then cleans the bathroom.
Cleaning of the bathroom involves.
• Cleaning of the WC with R6.
• Scrubbing of sanitary unit, seat of W.C. and
bathtub and finally wiping them.
The chambermaid uses dusters to do so.
Finally the chambermaid leaves the room with
soiled linen.
This the procedure of work followed in occupied
and departure rooms.
However dusting is not done thoroughly in
occupied rooms since guest belongings are
scattered over there which are not to be touched
by them.
Departure rooms are cleaned thoroughly.
An overall cleaning, dusting and checking of
supplies are done in a vacant room.
PROCEDURES FOR EVENING SERVICE
• Pillows are flattened and Turn Down is given.
• Breakfast card is placed on the pillow along with
SPA card. • Foot mat is placed near the side of the
bed facing the telephone with a pair of slippers on
it.
• W.C. is cleaned.
• Supplies are replenished.
• Ice is filled in the Ice Bucket
• Bed side lamps are switched on.
• Curtains are drawn.
HANDLING OF KEYS The types of keys used by
the department are as follows :
Master Key : used by the Executive housekeeper
which opens all rooms of all floors.
Floor master keys : used by the floor supervisor
which opens all rooms of a floor.
Section key : used by chambermaid to open a
section of the floor which they have been assigned
to.
L.D. Key or Late Departure key : used in the
night shift by the night supervisor which opens all
rooms of the floor.
Whenever keys are taken and returned to the desk
the key register has to signed.
A DETAIL ABOUT THE FUNCTION OF HOUSE
KEEPING IN PUBLIC AREA
The section of housekeeping deals with the areas
mentioned bellow:
LOBBY: The lobby of THE OBEROI
GRAND,KOLKATA is thoroughly cleaned at night.
firstly all the upholsteries, wooden pieces, frames, glass
top tables, glass doors are cleaned thoroughly by
Collins.
Then the dustbins are emptied & new garbage bags are
put into it. Then the marble floor is moped with cold
water & soap solution. The entrances of the elevators
are cleaned & inside of the elevators are also cleaned.
SPECIAL CLEANING:
• All the upholsteries are shampooed every week.
• Marble floor is polished every week.
• Wooden things, Brass materials are also polished
when necessary.
But this works are done in night mainly. In daytime
the lobby area is swept & dusted every hour & the
dustbins & ashtrays are emptied when they are
completely full. If some emergency arises then the
lobby can be thoroughly cleaned at the daytime also.
FRONT OFFICE COUNTER:
Front office counter’s carpets are brushed, tables,
cabinets, computers, racks, counter top are dusted,
Waste Paper baskets, ashtrays are emptied & cleaned
at night.
In daytime only cleaning processes that have to be
done here are emptied the waste paper baskets &
ashtrays & dusted the office area if required.
EXECUTIVE OFFICES:
These areas are cleaned in early morning before
starting operations. The jobs have to be done here are:
• Swept the floor & if carpets are her that has to be
brushed.
• Dusted the tables, cabinets & computers.
• Emptied the dustbins.
• Fill the water in glass.
During the day if cleaning is required attendants are
called to do this works.
RESTAURANT:
The main cleaning process is done at night. This
process includes:
• Dusting all tables & chairs.
• Wiping all glasses & mirrors.
• Scrubbing the floors.
• Shampooing the upholsteries.
• Polishes the dance floor & all wooden furniture.
• Moping the bar counter floor & drying it up.
• Emptied all ashtrays.
In the daytime after breakfast & lunch housekeeping
comes & cleans mainly the floor & if there is any
emergency like spoilages of gravies, water then also
housekeeping can be called to clean that up.
PUBLIC WASH ROOMS:
There are 5 washrooms each divided into two sections
one for Gents & other for Ladies.
Here also the main cleaning is done at night, which
consists of:
• Scrubbing the tiles. • Scrubbing the WCs & the
washbasins. • Cleaning the taps. • Mopping the floors. •
Supplying toilet rolls & the liquid soaps. • Cleaning the
dustbins.
BANQUETS
In The Oberoi Grand,Kolkata, the banquets play a vital
role in earning revenue. So it is always has been a very
strenuous job to clean all those banquets. The banquet
turnover is very high in this hotel as it offers a service
equivalent to 5 star at a comparatively reasonable rate.
At this situation it is not possible to clean those
banquets in the day time, hence the management
decide to clean these banquets during night or when
there are no functions in the banquet.
PROCEDURE TO CLEAN BANQUETS:
• First dust & wipe all the mirrors & sculptures in the
banquets. • Then brush the carpet properly. • Make
sure that nothing is there on the carpet may it be a
piece of paper or some pins that has been used to set up
the banquet last time. • If the banquet is already set for
any functions then we must try to avoid displacement
of the set up. • Then the wood frames to be polish.
If one has to ready it twice in a day, for another
function, one after another function then housekeeping
has to be called for cleaning.
RESPONSIBILITIES OF HOUSEKEEPING
DEPARTMENT.
The main responsibility of this department is the
smooth running of the hotel by maintaining and
servicing guest rooms, corridors, elevators, other
service and public areas along with linen, furnishing,
carpets .Its other function are: • Staff training. • Organization and coordination with
other departments. • Guest laundry and dry cleaning. •
In house laundry. • Horticulture. • Linen room
functioning. • Staff uniforms. • Lost and found. •
Maintaining inventories and other records. • Purchase
of cleaning equipments and other agents. • Baby
sitting. • Budgeting. • Dealing with guest queries and
complaints.
JOB DESCRIPTIONS
EXECUTIVE HOUSEKEEPER.
The term housekeeping is usually used for one who is
responsible for the housekeeping. The executive
housekeeper is senior most in authority and is
responsible for the staff and the work in the
department. He must have sound technical knowledge
and keep up with the latest developments in the
industry. He should be an able manager and be able to
conceptualize and execute plans. His duties include: • Attending the daily morning meeting with all
departmental heads.
• Take a round of all the public areas in the hotel.
• Prepare the annual department budget with the help
of assistant executive housekeeper.
• Co-ordinates with all other departments for the
executive and efficient works.
• Check the VVIP rooms for upkeep, cleanliness and
aesthetic appearance.
• Requisition of guest rooms, cleaning supplies,
cleaning materials etc
ASSISTANT EXECUTIVE HOUSEKEEPER.
• In the absence of the executive housekeeper the
assistant executive housekeeper performs her duty.
• Placement of staff on day-to-day basis, checks
grooming standards of staff when they report for duty.
• Issue of pass keys and maintenance of key register.
• Preparing duty rosters of all housekeeping staff
including work schedules, shifts, leave sanctions.
• Responsible for keys of lost and found cupboard,
claims for the articles must go through her.
• She has to daily check the VVIP, VIP rooms.
• She deals with guest complaints of minor nature at
the floor level.
• She has to take the round of the public areas at least
once a day.
• Stock register pertaining to rooms- linen, she looks
after furniture.
• Inventory done along with floor supervisor is done
once a month in case of linen and for furniture and
fixtures once a year.
• Co ordinates with all other departments for the
effective and efficient working.
PUBLIC AREA SUPERVISOR
• Responsible for allocation of work to staff on daily
basis for the public area .
• Responsible for the inceptor of proper cleaning being
carried out in various public areas.
• To maintain a regular and complete advance schedule
of renovation of public areas in consultation with the
executive housekeeper or the assistant executive
housekeeper.
• Coordinates with the engineering department for
day-to-day work in public areas.
• Coordinates with the florist for the flower
arrangements in various public areas.
• Direct the staffs for the through weekly cleaning
schedule every day.
• Provides on job training for the trainees and new
recruits and also fill in performance appraisal for the
staff.
FLOOR SUPERVISOR
• Allocate the staff according to the capabilities of
every person as well as workload.
• Briefing, attendance and grooming check of all the
room attendant and floor housemen.
• Coordinate with the front office to get the VIP
arrivals and also show departure rooms.
• Check for VIP amenities to be kept in the room.
• To ensure that lost and found articles are properly
recorded as well as handed over to the desk.
• Issue the supplies to the room attendants on start of
shift and receive the remainder at the end.
• Checks the rooms and monitors the work of room
attendants.
WORK FLOW
• Servicing of guest rooms, the numbers may vary from
10 to 15, depending on the policy or the degrees of
luxury followed in the hotel and is thoroughly done by
the room attendants.
• Housemen often perform cleaning of guest corridors
and public areas around the rooms.
• Reporting unusual occurrence in the rooms under his
control to the floor supervisor.
• Exchanging linen from linen room i.e. Clean for
dirty.
• Attending to guest request and conveying guest
complaints to the floor supervisor.
• Cleaning of pantry or trolley.
LINEN ROOM SUPERVISOR.
• To maintain various slips and record which are
accepted and issued by the linen room staff.
• Linen and uniforms, which are issued on the basis of,
clean for dirty.
• Maintain and updates the stock registers and takes
stock at a periodic interval
• Handles request or complaints from the floors,
departments and laundry.
SPECIAL REQUEST BY THE GUESTS:
• Stationery for businessmen.
• Bed board or change of pillows.
• Request for laundering or ironing of cloths.
• Extra linen items.
• Equipment for babies like a crib.
• Personalized service.
• Extra furniture like beds for which the guests are
charged.
• Request for iron or hair dryers.
• Changing the floral displays.
SUPPLIES THAT ARE GIVEN TO THE ROOMS:
DRESSING TABLE:
• Letter heads. • Envelops. • Pen. • City Info. Guide. •
Post Card. • Fax Forms. • Scribbling Pads. • Pencils. •
Tent Card having the In house phone no. • Door knob
menu card. • DND & CLEAN MY ROOM Card. •
Room Service menu card. • Envelopes.
• Mini Bar Cards. • Candles. • Post Card. • Bud Vases. •
Coaster • Cookies plates.
BED SIDE TABLE:
• Ashtrays. • Pen. • Match Boxes. • Scribbling Pads. •
Pencils. • Glass.
OTHER SUPPLIES:
• Television. • Sofa set. • Coffee table. • Magazines. •
Cups & saucers. • Tea bags. • Coffee sachets. • Sugar
sachets. • Milk sachets. • Sugar free. • Match Boxes. •
Ashtrays.
SUPPLIES IN WARDROBES:
• Hanger. • Laundry list. • Laundry bags. • Shoe Mitt.
SUPPLIES IN MINI BAR:
•
•
•
•
•
•
•
•
•
•
•
Belvedere Vodka
Ballantines Whisky
Beefeaters Gin
Kingfisher Beer (330ml)
Hennesey cognac
Soft Drinks(6)
Mineral Water.
Soda
Tonic water
Wasabe Peanuts
Cashew Nuts, Almonds,Mix berries and
Cranberries.
• Mcvities Oats and honey Cookies.
•
•
•
•
Opera chips
Cadbury Bournville
Chinkara cara Chardonnay and cabernet merlot
Bottle Opener.
BATHROOM SUPPLIES:
• Soap & cover. • Shampoo. •conditioner • Shower gel •
Moisturizer. • Shower cap. • Sewing kits. • Hygiene
bag. • Ashtray & Match Box. • Bath towel. • Hand
towel. • Face towel. • Bath mat. • Tooth glasses. •
Toilet rolls. • Tissue paper pack. • Dustbins. • WC
bands. • Mug.
UNIFORM ROOM.
The uniform room is a part of linen room, which caters
to the uniform of all the employees of the hotel. At the
time of joining an employee is given a slip against
which the uniform room issues the uniform or takes
the uniform measurement. The uniforms are hung in
the room according to the various departments and
then according to size. The uniforms are tagged with
either the name of the employee or the size. Each
employee has 2-3 sets of uniform, depending also on
the nature of the job. This process is very efficient and
ensures a smooth function.
UNIFORM ACTION
• Issue of fresh uniform to all the staff members in
exchange of the soiled uniform. • Upkeep of all
uniforms and their maintenance. • Issue of footwear to
all hotel staff up to supervisory level.
REGISTERS MAINTAINED
• Stock register.
• Inventory register.
• Shoes register.
• Uniform issue register.
• Gate passbook.
• Logbook.
• Laundry register.
• Discard register.
• Food & Beverage outlet uniform register.
FLOWER ROOM.
The Flower room and gardens are a part of
Housekeeping which function under a separate flower
room executive. Flowers and plants spread a message
of welcome and warmth. They are therefore, used in all
guest areas. Beautifully maintained gardens add a
touch of class and also help in spreading a serene
atmosphere.
WORK FLOW.
1. Grooming and briefing.
2. Flowers used in the previous day are collected,
sorted and discarded.
3. Fresh flowers received.
4. Flower room set up and cleaned.
5. Arrangements of different areas made and issued.
6. Waste is collected and disposed of
SYSTEM AND PROCEDURE OF FLOWER
ROOM.
• Flowers and foliage receiving.
• The suppliers bring in flowers and foliage required
for flower arrangements directly to the flower room.
The head gardener or the flower room executive then
checks them. If they do not
meet the required specifications, they are returned.
The challan for the delivery is signed and the copies
are sent to receiving and account.
• The flower Room Executive sets specifications of the
flowers. The purchase department negotiates the
prices.
• Some of the flowers received throughout the year are
– gladioli, carnations, tuberoses, orchids etc. The
OBEROI also receive foliage such as asparagus, thiya,
bottlebrush, moriya, casuarinas and ferns.
Other flowers include lotus, tiger lily, birds of paradise,
chrysanthemum, marigold etc. Orchids are received as
and when required.
TYPES OF ARRANGEMENTS.
The different arrangements of flowers used in the hotel
are :1.Rounders: This type of arrangement can be seen
from all sides. The foliage usually used includes roses,
gladioli, tuberoses, thiya, and moriya.
2.Khatia /Pankha or Fan : This arrangements can be
seen only from the front. These are placed with their
back to the wall usually on a credenza. Flowers and
foliage used includes roses, gladioli, moriya, tuberoses,
asparagus and jasmine creeps
3.Ovals: These are low arrangements, which can be
seen on all sides. They are usually used for long tables
in banquets, under windowsills and beneath pictures.
4.Saleez: They are low arrangements that are placed on
coffee and dining tables. They are also placed on
restaurants and used for banquets.
5. VIP Arrangements: They are usually round and
placed in guest rooms. Flowers and foliage includes
roses, xanthium, carnations, sweet sultans, ferns,
asparagus, bottlebrush etc.
LAUNDRY
All the functions of washing and cleaning and ironing
or pressing of the hotel linen and uniform as well as
the revenue producing function of laundering the guest
linen is done by the on premises laundry of THE
OBEROI KOLKATA. The laundry is well equipped
with various machines for the purpose of washing, dry
cleaning, pressing and ironing.
ORGANISATION CHART
LAUNDRY MANAGER.
DESK ATTENDANT.
SUPERVISOR.
OPERATORS.
MAJOR FUNCTIONS.
• Washing and dry-cleaning guest laundry.
• Pressing or ironing guest laundry.
• Mending and repair of guest laundry.
• Washing in – house linen.
• Pressing bed linen and guest linen.
• Washing and dry cleaning staff uniform.
• Ironing and pressings staff uniform.
• Stain removal from laundry being processed before
washing or cleaning.
• Conducting check on the hardness of water.
• To control the energy being used and participate
constructively in energy conservation.
WORK PROCEDURE OF GUEST LAUNDRY
1. COLLECTION: The laundry is collected from floors
either with the indication of ”collect my laundry “ card
hung at the door or when the guest calls for services.
The clothes are tallied against the list. All calls are
entered in the card by the valet.
2. MARKING: All guest laundry is marked on a
marking machine. Usually the code indicates the day
and the room no from which the article is collected.
For dry cleaning a tag is attached which has room no.
and total pieces sent for dry cleaning.
3. SORTING: All items are sorted into whites and
colours (for laundering and dry cleaning). Very dark
colour garments are washed separately from colored
garments. The sorter also checks for any instruction s
for laundering the garments.
4. WASHING / DRY CLEANING: the garments are
either washed or dry-cleaned. Usually they put as a lot
of whites, colours and dark colours. They are also
washed separately when the fabric textures differs.
5. DRYING: all garments are dried in a tumble dryer
unless the instruction state otherwise. Post-wash stain
removal check is carried out to ensure that no stains
are left on the laundry.
6. PRESSING: the items are ironed at the shirt unit,
steam press, hot head and hand press as required.
7. FOLDING: all items are sent on hangers if specified
by the guest, otherwise the shirts are folded and
packed. Similarly other laundry is neatly folded or put
on hangers such as trousers, suit, ladies suits, saris etc.
8. TALLYING: all the items are items are tallying
against the laundry or dry cleaning list and packed.
Laundry slip is attached.
LAUNDERING PROCESS OF GUEST LINEN
Basic steps are receiving, making, counting,
washing, drying, ironing, packaging and
dispatching.
The valet receives a call from the guest or he
might collect linen at random also which have
been put outside the rooms in valet bags.
The guest linen is brought by the valet to the
laundry from the rooms in laundry bag\s which
contain a laundry list. The laundry list will
contain the room number. The valet takes out the
soiled guest linen, makes an entry in the laundry
list and marks the linen according to the room
number. The laundry list is kept in an individual
rack. The guest linen after being washed and dried
is ironed by the cabinet press, collar cuff iron or
sleeve press machine as pet requirement, folded
and packaged in boxes and sent to the guest
along with laundry list which is signed by the
guest and brought back to the laundry. If the
guest is not there in the room the list is left in
the room and the door is opened with the help of
a master key which the valet has.
A bow and a shirt card is used for shirts.
Trousers, coats and ladies dresses are normally
sent on hangers. Suits are covered with suit
covers.
All hangers and pockets have the room number
mentioned on them
MACHINE
Washer Extractor
Washer Extractor
Washer Extractor
Washer Extractor
Dry Tumbler 100
Pounds
Dry Tumbler
Air Vacuum Unit
Flat work Ironer
Folding Machine
Cabinet Press
Collar Cough Press
Marking Machine
Hand Press
Spotting and Cleaning
machine
Puff Ironer
BRAND
Lapauw C1000
Milnor 90 kg.
Milnor E-P Plus 60 kg.
(2 Nos.)
Milnor E-P Plus 25 kg.
Cissell
ADC
Rema
Lapauw Ironer 2 Roll D
900
*3000
Lapauw unifold 300`
Ajax
Ajax
Cissel
Trolleys tubs drums for storing agents and a
WIDE TABLE ARE WIDELY USED IN THE
LAUNDRY. Some of the agents used in the
laundry are
Clax 100
: detergent (HL).used for guest laundry
Clax 200: Surfactant booster, optical brightener
Clax Alegro: Laundry Alkali booster
Clax Souril cone:Oxygen bleach to be used for light
stain and high temperature~80°C
Clax Xtra soft: Fabric softener and leaves fragrance
used in towel
Clax CID: Neutralizes detergent residue
Clax suspend: Prevents water hardness
Clax hypo: chlorine bleach used for heavy stain
Clax RR sour plus: Liquid neutralizer
Clax protein: Protein and blood stain
Clax tannin:Coffee,tea stain remover
Clax splend: Oil paint remover
Clax fer: Rust, metal stain remover
Clax Boost : Soda (HL).
Clax Sour – Sour : HL
Catasoft-N-Softner (Siemens) - Softner.
Hydrogen Peroxide used for4 towels and bedsheets
to retain whiteness liquid bleach (Bajaj).
Dowper Solvent : Stabilized perchloroethylene (Dry
cleaner for the professional).
Amyl acetate : Remove paint, lipstick.
Hydrofluoric Acid / oxalic acid removes rust
(Shinix Super0.
Acetic acid prevents discolouring.
Sodium Hydrosulphite - removes dye stains.
Liquid bleach and softener are manufactured by
Bajaj.
LAUNDRY IN HOLD :
This is a facility a guest can avail of in case he wants to
collect his laundry at a later. Such laundry is entered in
the hold register. It records the name of the guest,
room number, date of collection of laundry whether the
charge has been posted to guest folio or not. The valet
signs it and remarks, if any, are recorded by him in the
register.
DND PROCEDURE.
When the room is DND and a valet cannot deliver the
guest laundry, a DND knob is hung on the door
informing the guest about the valets time of delivery of
the laundry, date and extension number to contact for
the delivery of the laundry. In case the laundry needs
to be kept in hold the laundry manager is informed and
the respective procedure is followed.
DRY CLEANING.
Dry cleaning is done for all those items that cannot be
washed with water and soap due to the possibility of
damage the fabric in event of colour running and
harmful effects washing may have on the linen such as
shrinking.
Machine used : Multimatic 25 lbs. In one cycle it can
dry up to 14 – 15 pieces of linen, 4 –5 pieces of coats
and suits. The machine works on a programmed punch
card or computerized card, which is programmed for a
35 – minute cycle.
Time taken for:
Washing: 12 – 15 minutes.
Extraction: 2-3 minutes. Drying: 18 – 20 minutes.
The drum rotates clockwise and anticlockwise action
for washing and drying but only in one direction for
hydro extraction. The chemical used is the
Perchloroethyene. It is recovered by way of filtration
and distillation. Filtration removes all insoluble
impurities. Ideally the recovery is 95 %. But in TOND
it is restricted to about 75%.
ROOM LINEN.
Washing: sheets and night spread are washed
separately and bath linen separately.
Drying: all rooms linen is dried separately in the dryer
and all bath linen separately.
Then the linen is passed through the calendaring
machine and folded. This linen is then sent to the linen
room.
CLEANING EQUIPMENT.
The main responsibility of housekeeping department is
to keep “house” i.e. to clean the hotel. This includes the
guestrooms, lobby, restaurants, pool area, lawns and
gardens.
Department used a wide variety of equipment for the
cleaning process.
CLOTH:
Soft flannel cloth for polishing; soft line free cloth for
wiping glass surfaces: and coarser duster for general
dusting.
BRUSHES:
These can be of various types and shapes, depending
on the work they are needed for. There are hard,
medium, and soft brushes; long handled feather
brushes for cleaning the ceiling; scrubbing brushes for
stone floors; carpet brushes (hard / soft) with handle;
furniture brush for upholstery toothbrush for cleaning
certain parts of the water closet and wash basin; nylon
brush for cleaning and spotting of upholstery; wall
paneling.
MOPS:
There are large and small mops, both with handles; the
large ones are used for cleaning larger areas like the
lobby. A mop will last longer if it is cleaned after use,
dried and sorted.
BROOMS:
Corner brooms (6” length) and whisk brooms (8- 9 “
length). These are hardly ever used in our hotel.
MACHINE USED IN HOUSEKEEPING FOR
CLEANING
VACCUM CLEANER for carpets and furnishings; this
is used by the room attendants to vacuum the carpets
in the guest rooms. The machine is popularly known as
Hoover because of the company that manufactures it. It
should be cleaned and emptied out regularly.
Vacuum cleaner industrial type – with dry and wet
pickup. Used for heavy work.
OTHER SUBSIDIARY EQUIPMENT USED.
SPONGES: Used in cleaning the bathroom, especially
the marble counter of the wash basin.
STEEL WOOL: Made of fine strands of steel – good
for cleaning stained floors.
RUBBER SQUEEZERS: Used for getting rid of excess
water on the floor.
BUCKETS: Large and small of plastic.
DUST PANS: The dust is brushed or swept into these.
They are used extensively in carpet brushing.
CONTAINER: For holding the various agents of
cleaning.
HOUSEKEEPING EQUIPMENT.
ROOM ATTENDANTS TROLLEY:
Every room attendant has a trolley in which all the
supplies and equipment that she requires to make up
for discards and rubbish and the other for soiled linen
are stored. All cleaning supplies like
VIM, BRASSO, duster, brushes etc. and all supplies for
the room i.e. stationary, laundry bags, magazines, etc.
are neatly stacked on the trolley.
HOUSEMANS TROLLEY: For uniform room and
health club as well.
LINEN HAMPERS (with wheels): with canvas bags
for uniform room. This is used to transport linen and
uniforms generally to and from the laundry.
SEWING MACHINE: These are located in an inner
room (tailor room) of the uniform room. They are the
industrial types with pedals.
HANGER ROD: For the uniform room .
BABY CRIBS.
BABY HIGH CHAIRS.
GARBAGE BUCKETS: Plastic with cover an wheel
stands.
BED BOARD (wooden): For single and double beds.
KEY POUCHES: Every Room Attendant has a leather
key pouch that she ties around her waist. It has that
key that opens all rooms of a particular floor.
IRONING BOARDS (with foldable steel legs): For
guest and uniform rooms.
ELECTRIC IRONS: For guest and uniform. Irons are
supplied to the guest on request.
HEATERS: For guestrooms and offices, also provided
on request.
FANS: For guest rooms and offices.
HOT WATER BOTTLES.
ROLL AWAY BEDS AND BED BOARDS: Along
with mattresses, when guest request a spare bed.
UMBRELLAS: For garden and poolside.
FLOOR POLISHING MACHINES: For shining
floors, mostly used in public areas .
CARPET SHAMPOOING MACHINE.
VACUUM CLEANER.-Taski bora 15 (Dry vacuum)
Vacumat(wet vacuum),karcher
POULTY-Steaming machine mondial vap 2000,
karcher
UPRIGHT VACUUM
BLOW DYER-VonSchrader
TASKI ERGODISC DUO-Scrubbing,buffing
HIGH PRESSURE MACHINE-Karcher
TASKI AQUAMAT 20-Cleans floors with water
NOTE: Room 108
Room has special amenities for differently abled guests:
• Bathroom with sliding door
• No vanity counter top with sink protruding
outward
• Low side counter
• Lower WC
• Bars to help guest sit down and stand up
• Lower toilet roll
• Shower cubicle with showerhead with pipe,
handles and seat to help guest sit
• Lower towel rack
• Writing table aligned beside tv cabinet
• Fire alarm
• Lower eyehole
Food Production
INTRODUCTION
Just like any hotel The “Grand Kitchen” of The Oberoi
grand is justly proud of the reputation for fine cuisine
and elegant dining. Food production is an integral part
of the services of the hotel. When the guest arrives at
the hotel he not only expects a comfortable and relaxed
stay, but he also expects good food of the highest
order. The food should suit the palate of all guests and
should offer enough choices.
Food production is the conversion of food from the raw
to the palatable state. It is no longer a profession
concealed in mystery like the secrets are available
today easily with formula. There are principles,
procedures and techniques in food production just as
there are in other fields.
Food production is a respect to the connoisseurs of
food who have been passing techniques and styles of
cooking from generation to generation. It is due to this
fact that food production has developed to the advance
form in it portrays today. Even for achieving the goals
of profit, emphasis is not only on quantity of food and
techniques of preparation but also on hygiene,
nutrition, satisfaction to the guests.
JOB DESCRIPTIONS
KITCHEN EXECUTIVE
Responsible to : Executive
chef.
Responsible for :
Kitchen Sections.
Duties & Responsibilities:
• He is responsible for overall smooth and efficient
functioning of the whole section.
• Ensures that prescribed recipes and standards are
followed.
• Responsible for quantity control, improving
standards and innovation.
• Co ordination with all the other departments and
sections of the kitchen.
• Attend the morning meeting and perform
administrative duties for the section.
• Prepares the duty roasters.
• Authorize all the formats like requisitions, transfer
etc.
• He is also authorized for granting leave to personal in
his own section.
CHEF DE PARTIE:
Responsible to :
Kitchen Executive.
Responsible for : His or her Kitchen.
Duties & Responsibilities:
• Ensures that the food items are picked up timely and
checks portion control.
• Takes over the duties of Master Craftsman in his
absence.
• Prepares the storeroom requisitions.
• Ensures correct maintenance and usage of equipment.
• Supervise the wastage control and mise-en-place.
COMMIES:
Responsible to : Kitchen Executive
Responsible for : Apprentices.
Duties & Responsibilities:
• Maintain overall cleanliness.
• Prepares the food dishes.
• Responsible for proper usage of raw materials and
equipments.
• Ensures proper of raw materials.
• Ensures the store pick-up is proper.
APPRENTICE COOKS.
Responsible to : Commis.
Duties & Responsibilities.
• The apprentice cooks are on the induction level, as
they have to develop their knowledge about the basics
of cookery.
• As apprentice cooks, their main objective is to help
out, learn and be observant at all time.
• Most of the times, they are handed over with tasks
like cleaning, cutting and doing mise-en-place
THE KITCHEN SUBDIVISIONS.
In the hotel, they use the decentralized system of
kitchen functioning through in some places centralized
system is used. The main sections of the food
production department are:
1. MAIN KITCHEN : This section of the kitchen is
divided into 3 sub sections as following:
a. Production kitchen b. Hot Range (continental). c.
Indian Section.
This section mainly serves to outlets as Room Service,
threesixtythree° and banquets.
2. GARDE MANGER: This section deals with the
cold meat and food for the Food and Beverage
department. It serves to all the outlets of the hotel and
is decentralized kitchen 24 hours operational.
3. BAKERY: This is the section of kitchen working
continuously and producing high quality cakes,
pastries, deserts, breads rolls etc. It is a decentralized
kitchen 24 hours operational.
4. BUTCHERY: Butchery in hotel terminology is also
called “Meat Fabrication” as it is involved in changing
the form of meat, poultry, fish etc, from unclean and
large chunks to clean and appropriate sizes as required
for various purpose.
INDIAN KITCHEN / GHARANA
This section is the main kitchen, which is responsible
for the preparation of all Indian dishes.
1. Ala carte and tandoor section. 2. Halwai section. 3.
Banquet section.
A la carte section : this section responsible for the
preparation of dishes on the menu of room service and
is also responsible for the preparation of the lunch
buffet of threesixtythree°. The section is further
divided into south Indian section and Indian section.
Tandoor section: this section is responsible for the
preparation of all the Tandoor items. Its basic function
n the morning includes supply of breads.
All the dishes are prepared by halwai for ala carte
menu as well as banquet parties and kept in cold
storage under lock and key.
Banquet section: this sections primary job is bulk
production of food. This section prepares food for
banquet functions as per the function prospectus.
HIERARCHY
Senior Kitchen
Executive - 1
Kitchen Executive - 3
Demi-Chef De Partie 4
Commis - 4
This kitchen prepares Indian food. It caters to the a
la Carte orders for Gharana, threesixtythree° and
Room Service. Indian breads for
threesixtythree°buffet are also picked up form here.
Indian breakfast items (Idlis, sambar, Upma,
uttapams) for threesixtythree°buffet are picked up
from here. There is a kitchen executive who is a
specialist in Tandoor.
This Kitchen coordinates with Production Kitchen,
Bakery and Indian Banquets Kitchen.
Some Important Points:
The staff over here remains extremely busy. During
the afternoon there is a heavy rush since orders
come from all the respective departments. Gravies
are made in bulk all the items are half done. As
and when an order comes the items are full done
and served. However one cannot fail to notice the
swiftness of the staff.
THREESIXTYTHREE°KITCHEN
This kitchen deals with different types of salads,
sauces and sandwiches. It caters to the continental
a la carte orders of threesixtythree°, It is divided
into two sections such as the Garde manager and
Hot range.
It is headed by the senior chef and a team of 6 –
7 people.
Mis-en-Place list
• Cut fruits. • Salads • Sauces. • Dressings • Slicing of
sandwich breads. • Chopping of Vegetables and
arranging of garnishees of congee. • Cheese platter
Equipment used …
• Salamander • Oven • Bread sliver • Gravity slicer •
Griller • Juicer • Robot Coupe • Hot Plate
Being able to work in the kitchen has enriched
my food knowledge the common equipments used
are … • Combi over – rational •
Blixer 3 Plus – Robot coupe
• Citrus Juicer – Dynamics corp of America
• Toaster – Wells
• Slicer machine – Hobart
• Bread slicer – berkel
• Sandwich griller diary den
• Micro oven Hobart
• Food warmer – Crescor
• Potato peeler – Hobart
• Steam Kettle – Groen
• Combi oven – Eloma
• Tilting pan Groen
• Vaccum pack – Multivack
• Tilting frying pan – Groen
• Electric oven – Vulcan
• Dough mixer Hobart
• Dough sheeter – Seweer Rondo
• Meat Mincer – Hobart
• The agent that is used in kitchen is Suma Det.
The forms used in kitchen are : • Store requisition
sheet • Purchase requisition sheet • Perishables list •
Function prospectus
The walls of the kitchen are of tiles and floor consists
of concrete granite slabs. Imported items are Kiwis,
cheese, chocolates etc.
GARDEMANGER:
The garde manger or the cold kitchen is the place
where all carvings and displays are carried out. Here
the staff is skillful and the work is done is very
different from the other kitchens.
Various salad displays, fruit displays, meat platter
displays in a decorative and fancy manner are done to
improve the image and the standard of the hotel. The
guests always like the fancy carvings and decorative
displays, thus this kitchen not only produces food but
adds the eye appeal.
The kitchen comprises of 7 people.
The gardemanger is a small kitchen with 1 walk-in
cooler and 1 traulsen. It is located right opposite to the
threesixtythree° hot range. Here the items and
displays would be made accordingly to the party sheet.
It mainly caters to parties and buffets.
Duties & Responsibilities:
• Pick up the stores.
• Open and set the kitchen for function.
• Crosschecks the function prospectus.
• Prepares salads for buffets in threesixtythree°.
• Prepare cold meat platters, canapés platters for
outlets.
• Prepare garnish and dressings for the salad buffets.
• Peeling of sweet lime and taking out the juices for
threesixtythree° breakfast.
• Prepare for next day’s breakfast fruit platters.
Other related functions:
1. It prepares classical canapés for the banquet
functions.
• It also carries out ice carvings and pumpkin carving
etc.
• Assisting in Buffet Orientations of threesixtythree°.
EQUIPMENT USED IN GARDE MANGER :
MACHINE
FUNCTION.
SLICER
vegetables, fruits
For slicing of meats,
JUICER
For taking out juices.
TRAULSEN
used perishable products.
For storage of frequently
WALK-INS
items.
Used for storage of
GRAVITY FEED
etc. SLICER
For slicing breads, eggs,
STANDARD PRACTICES:
Since the gardemanger section deals with highly
perishable products, there are some points to be kept in
mind while working in this section, these are as
follows:
• The products used should be as fresh as possible and
FIFO system is followed.
• Salads should be prepared close to pickup time to
ensure freshness.
• The dressing and garnishes should be prepared
freshly and accordingly.
• It is advised to use gloves during handling of raw
fruits and vegetables as they are highly susceptible to
bacteria and other germs
BUTCHERY
Butchery section is the section where all the meat,
poultry, and fish items are received. Due to increasing
demand for non- vegetarian items the hotel has built a
separate premises itself, called butchery. From
butchery, the meat products are supplied to the
satellite kitchens as well as main kitchen. Nearly 80%
of the meat items are cleaned and packed and stored
here for future use by different outlets. Remaining 20%
stored in the way it comes from the suppliers, needing
to clean etc.
They are then cleaned of their riffles and other parts
which can cause spoilage and then stored, freshly
packed in bags. Butchery is also called as meat
fabrication area of hotel a chef de parties heads the
butchery.
The area of this unit is sufficient enough and clean.
Team headed by a senior chef, senior cooks, and cooks
butchers and apprentice carries out all the work here.
Last in order come the trainees.
Butchery has two walk-ins and two deeps for fish and
sea products and for meat products.
Temp of walk-ins is 8-10C. Temp of deep is around –
14C.
All the different cuts are coded and packed in plastics
packets, which are then stored in plastic baskets and
kept in the deeps or the walk-ins.
However, there is standard pattern followed before
packing and storing. All items are first packed in
plastic bags and then put in vacuum machines. After
the items are vacuumed the packets are transferred
into baskets and kept inside.
All kitchens except main kitchen send their
requirements one day in advance. So at the end of the
day, chef goes through the form of a computerized
indent sheet and places items of various outlets in
different baskets and puts a tag on them.
Main kitchen orders through order tickets as their
requirements may change at any time due to
unpredictability of parties in
banquet halls. All cost are adjusted in the computer at
a later stage.
All the items are dated FIFO system is followed. The
inner deep is actually meant for extra stock or for the
items, which are not used at a regular basis.
Stocktaking is carried out on every Wednesday and on
Monday nught, fumigation process is carried out.
Therefore on Tuesday morning, all the walk-ins and
deeps are cleared thoroughly.
HIERARCHY
Kitchen Executive
Chef De Partie - 1
Demi Chef De Partie - 1
Apprentice - 1
Trainee
Equipments used
• Mincing Machine (Hobart)
• Smoker (Smokaroma Make)
• Weighing Machine
• Vacum Packer
Walk-In
There are three walk ins
• One walk-in for fish (- 7 Degrees)
• One refrigerator (-4 Degrees)
• One Freezer (-18 Degrees)
Basic Cuts
Chicken
Yield of big chicken (750 - 780 gms) and small
chicken (500 - 600gms.). Basic cuts are supreme,
chicken curry cut, drumsticks chicken tikka,
tandoor cut, chicken wings and chicken for mince
the carcus is used for stock.
Mutton
Leg of mutton cut, mutton curry cut and mutton
mince.
Beef
Tenderloin (900 1000 gms), Beef Head, Beef steak
(180 - 200 gms), Beef Juliennes and beef mince.
Prawns
Fantail Prawns, Medium Prawns, Small Prawns,
Shrimps and Lobster.
Fish
Calcutta Bekti fillet, Bombay fillet, Bombay Bekti
Fillet, Reef Cod fillet, Tuna fillet and Hilsa Fillet,
Basic cuts are Amritsari Cut, Fish Tikka, Fish
Finger and fish trimmings.
BUTCHERY YEILDS
HILSA
Whole
2 Fillets
Smoked
Baked
Deboned
GRAMS
900
500
400
350
233
YEILD %
100
56
44
39
26
BEKTI
With skin
GRAMS
800
YEILD%
100
Deskinned
Supreme
Finger (alc)
Finger (bqt)
Tikka (Bqt)
Tikka (alc)
658
90
20
15
25
30
82
11
3
2
3
4
WHOLE BEKTI GRAMS
Whole
2474
Deboned
1983
YEILD%
100
78
PRAWN
LARGE
Whole
GRAMS
YEILD%
500
100
Deshelled &
Deveined
466
93
PRAWN
SMALL
Whole
Deshelled &
Deveined
GRAMS
YEILD%
500
100
LAMB
Double
GRAMS
3180
YEILD%
100
Boti
Curry Cut
Roast Leg
1600
1140
1600
50
36
50
BEEF
Fillet
Cleaned
Head
Body
Filet Mignon
Minute Steak
Hamburger
Julienne
Tournedos
Mince
GRAMS
2080
1600
660
940
120
100
180
660
80
480
YEILD%
100
77
32
45
6
5
9
32
4
23
CHICKEN
Whole
Deskin
8 Pieces (Grill)
8 Pieces (Curry)
4 pieces
(Tandoori)
GRAMS
880
780
520
500
480
YEILD%
100
89
60
57
55
IMPORTED ITEMS
Are U.S. striploin, N Z tenderloin, NZ lamb chops
and all pork varieties Stuffed items
Chicken Galantine, Derby Chicken, Chicken breast
with any stuffing. This department also smokes
fish, prepares patties for burgers, cutlets and pates
and terrines. It is the back bone of all kitchens as
it provides processed meat and fish products where
they are finally cooked.
Some Important Points :
The staff needs to be extremely skilled. There
have been instances where the staff has been
transferred to other kitchens due to inability to
perform satisfactory work. The kitchen is divided
into three sections meat, fish and chicken and each
section is looked after by one person.However
the staff is extremely particular about hygiene,
temperature control, cleanliness, yield of the
product and ensures minimum wastage. Fumigation
is done on a forthrightly basis.
RECEIVING
Items are received from the supplier directly by the
dept after weighing it in front of the supplier clerk and
the receiver. First copy is signed and given back to the
supplier while the second copy is send to the accounts
department.
CODES FOR DIFFERENT CUTS:
CHICKEN.
CMIN
Chicken mince.
CJLS
Julienne.
CCCS
Curry cuts.
CTND
Tandoori.
CSPR
Supreme.
CTKK
Tikka.
CBLS
Boneless.
Chicken Manchurian
Spring chicken is a chicken, which is of 6 months (not
upto 500gms.).
Chicken Texas is chicken cut into 8 pieces, 4 from two
legs and 4 from breast. It is with skin.
MUTTON
MIN
MCRR
MKRN
Mutton mince.
Mutton curry cuts.
Kid rann.
MBLS
Boneless.
MKCR
Kid curry.
MSRD
Shredded.
MLEG
Leg chump chops, crown roast and
noisettes of lamb are also done in butchery.
BEEF.
BHED
Beef head.
BTRM
Trimmings.
BWVC
BPCT
BSKL
Undercut.
Piccata suppliers.
Steak ( large).
BMIN
Mince.
BSRD
Shredded.
PCRR
Pork curry cuts.
Pork is cut once a week.
PCPL
Pork chops.
PBNS
Pork batons.
FISH SECTION
RCKF
TPRW (T)
BPRW
LBST
Rock fish whole.
Tiger prawns with tails.
Baby prawns without tails.
Lobster.
CRB
Crabs.
SQD
Squids.
PMFT (F)
RSLC
Pomfret fillet.
Rockfish slices.
Different types of fish seen are –
Pomfret large – 400gms.
Pomfret (big and dark )- premium pomfret 600- 650
Gms.
Suppliers of sea products –
Aqua culture industries of Cochin. Marine products,
Cochin. Blue water seafood goa.
Prawns are always derived and packed. Right yield of
pomfret as fillet is 42%.
Types of Crabs :
Normal.
Soft shell ( baby) crabs.
Types of Lobsters :
Lobster are similar to cray fish. They are differentiated
on the basis of size- large medium, small.
Smoked salmon is of two types :
Smoked salmon. Geole smoked salmon- geole spices
are added (Geole Spices - thyme, Rosemary, ground
pepper, salt.). Other informations:
Routine Hygiene tests of the meat items are carried out
in the laboratories to keep a check on the quality of
meat and seafood served.
MACHINES USED IN BUTCHERY
DEPARTMENT:
• Buffalo chopper. Mincer.
• Sawing Machine (Bones).
• Vacuum packing machines.
• Multipurpose slicer/ grater.
• Electric Weighing Scale.
• Vegetable Shredder.
PRODUCTION KITCHEN
This kitchen caters for continental items of
Banquets. The threesixtythree° buffet continental
and oriental items are picked from here .
threesixtythree° theme live counter is serviced from
this kitchen.
The equipments that are used are steam kettle,
tilting pan, Salamander, Bain Marie, Mincing
Machine buffalo chopper, potato peeler, mincer,
grinder and Oven.
Herbs and are used are : Slat, White paper
powder, Mignonette pepper, oregano, rosemary,
basil, sage, thyme, and parsley.
Condiments used are oyster sauce sweet chilli
sauce, Worcestershire sauce, soya (black and light)
sauce, tomato ketchup, green chilli sauce, sweet
chilli sauce, teriyaki sauce, white and black vinegar
and schewzan sauce.
Cheeses used include Parmesan, mozzarella, raclette
and cottage cheese.
HIERARCHY
• Sous Chef. • Chef De Partie. • Commis. • Apprentice.
• Trainees.
Mis-en-place includes the Preparation of the
following items : • Mulligatawny soup • Cream of
asparagus Soup. • Cream of Mushroom Soup. • Cream
of Tomato Soup. • Tomato Concasse. • Bolognese
Sauce. • Boiled Pasta. • Boiled Noodles. • Boiled Rice. •
Risotto. • Boiled Vegetables.
• Minced Garlic. • Bread Crumbs. • Boiled Spinach. •
Grated Cheese. • Juliennes of Vegetables. • Vegetable
Stock. • Chicken Stock. • Grilled Fish. • Roasted
Chicken. • Half Boiled Potatoes.
The flow of activities of neither too fast nor too
slow, the senior kitchen executives are extremely
conscious about the sanitation of the kitchen as this
Kitchen is single handedly responsible for all
Continental preparation of Banquets and Buffets.
Proper cleaning of walk-ins is done on a regular basis.
BAKERY AND CONFECTIONARY
All western a La carte desserts for all outlets are
picked up from here, including ice creams, Milk
shakes and cold coffee. Desserts for lunch and
dinner buffets (including ice creams) are picked up
from here.
Breakfast rolls, banana bread, muesli parfait and
fruit smoothie for the breakfast buffet are picked
up from here. Pralines and cookies for room
service amenities are also produced here
depe3nding on requirement.
The kitchen is operational around the clock.
HIERARCHY • Executive Sous Chef
• Kitchen executive (Pastry Chef).
• Chef De partie - 1
• Commis (4 – 5)
• Apprentice – 1
• Trainee
Equipments used are:
• Dough Sheeter (Hobart) • Three Storied Oven
(Vulcan) • Proving Chamber • Pasto Chef •
Tempering machine (for chocolate)) • Dough Mixer
• Grinder
NOTE: Sushi
A sushi counter has been opened in the new
threesixtythree°restaurant. The Japanese menu can be
divided into:
Sushi- containing flesh and rice
Sashimi-Flesh or
seafood only
Sushi is of 3 types:
Nigiri (flesh and
rice bound with
seaweed)
Maki (roll)
Temaki (cone)
Accompaniments include: Soya (kikoman),
wasabi(horseradish) and Gari( Japanese pickled ginger)
Sushi must be prepared by a certified chef who has the
skill set required to produce top quality sushi and
sashimi.
BAAN THAI KITCHEN
This is a Thai speciality kitchen attached to the thai
speciality restaurant Baan thai. The hierarchy is the
same as all the other kitchens and is headed by an
executive under whom is a chef de partie and a group
of commis and apprentices. Although they specialize in
thai food they are responsible for the oriental dishes of
the threesixtythree° buffet.
The mise en place include
rice making
carving of carrots
preparation of prawn and potato crackers
preparation of thai salad
preparation of curries
boiling of noodles
chopping of vegetables and most importantly thai
herbs and spices
cleaning of coconut leaves
The thai kitchen operates only during the time of
operations of baan thai and remains closed from 3pm
(after lunch) to 7pm (reopens for dinner service)
Some ingredients used are: Soya sauce, Sriracha sauce,
sweet corn, thai ginger, lemon grass, basil,tofu
SUSHI KITCHEN
This kitchen was formed by transferring staff from the
baan thai kitchen due to their expertise in oriental
cuisine and is headed by the sushi chef. Since most
ingredients are raw or half done the kitchen is air
conditioned. It is responsible for supplying the sushi
counter at the threesixtythree° restaurant.The mis en
place includes:
Preparing wasabi balls
Plating pickled ginger
Slicing of meat and vegetables for sushi and sashimi
Preparing rice for sushi
Sauces include
Spicy mayo (this is mostly used for vegetarian sushi)
and nikiri (this is mostly used for non vegetarian sushi)
Front Office
INTRODUCTION
In countries throughout the world, the steady and
continual increase in size of tourist and hospitality
industry continues. In order to accommodate the
world’s travellers, the Hotel industry is also increasing
to keep up with the demand. For many people the look
, design and location that creates the important and
lasting impression.
However, the hotel industry is highly people oriented.
It is effectiveness, efficiency and warmth of this people,
which is what creates the lasting impression, and it is
these same people who, by their attitude and
friendliness, subconsciously attract guest back to the
hotel.
Very often the first and the last place the guest comes
into direct contact with the hotel is the Front Desk. It
is the Front Office , which forms the basic foundation
for the hotel staff and guest relation in future. Its
primary function is the sale of guest rooms available in
the hotel by following a series of preset procedures
consisting mainly of reservation followed by
registration and assigning room to the customers.
Front office is termed as the power house of the hotel.
It plays a major role in the operation of any hotel. It is
believed that room sale is the most profiting mode of
income of the hotel, Revenue collected from the room
sales contributes much more than any other
departments consisting more than 70% of the total
sale.
Thus we see that the primary objective of the front
office is to receive the guest, give them a warm
welcome, assign them rooms keeping in mind their
taste and preferences and be a customer friendly
interface between the hotel and the guest.
This extremely important department is one of the
first points of 1st points contact of the guest has
with the hotel, and can leave a lasting impression
on the mind of guest about quality of service
provided. It is therefore, crucial for all Front office
personnel to be constantly aware of this fact
and realize that, in addition to their routine
functions, they are also salesman for their hotel
and the other hotels in the group.
The front office is the nerve centre of the hotel.
The Front office department is divided into
subsystems. The major subsystems are :
• Reservation. • Reception. • Front Office Cash. •
Concierge. • Bell Desk. • Guest Relations / Lobby
Manager’s Desk. • Travel Desk. • Business Centre. •
Telephones. • Health Club and Swimming Pool
RESERVATION
The major task of the reservations is to receive
reservations. It could be over the phone or mostly
it is through e-mails nowadays.
Accordingly, it sends confirmation letters to the
guests.
Job Description of the Reservation Supervisor :
• Handling of reservation request. • Acknowledgement
of current group bookings.
• Knowing of modes of making reservations for
groups and FIT’s and the groups. • Handling of
amendments and cancellations. • Blocking of rooms
for groups and then booking of rooms in the
name of individual person. • Knowing of special
rates and credit facilities offered to various
companies and individuals.
Points to be kept in mind while making a group
reservation :
• Routing Instructions
This means that the guest pays room and tax
only or with meal or direct payment.
• Group
This means number of people per group, in
addition any discount for tour leader or on
individual basis.
• Room Type
Generally a group information sheet is sent five
days prior to the arrival date informing group
strength, flight details, time of arrival at the
Hotel, meal arrangements special instruction and
finally billing instructions.
Generally the group reservations are routed
through OCRS (Oberoi Central Reservation
System), which time to time advises the group
movement to the hotel.
Procedure:
• Pick up blank correspondences and write all
available information as per F.I.T. bookings. •
Meantime see availability. • Credibility of travel agent.
• Billing instructions. • Enter into the computer by
selecting “Standard Group Module”.
The Reception Department is a part of the Front Desk
Pre registration and registration of guests take
place at the reception in The Oberoi Grand. Preregistration during the night shift the Registration
Cards are printed, printed, pinned with key cares.
Welcome letters and errand cards and are
arranged alphabetically and kept into various slots.
These Registration Cards are of those guests who
are to arrive next day. In the morning shift
amenity vouchers are made of those guests who
are to arrive that day and are sent to the
housekeeping department and room service.
During registration a guest comes to the reception
and says that he wants to check in. The supervisor
in charge takes out the reg. Card and asks the
guest for his i.d. card. The supervisor fills the
address in the reg. Card and asks the guest to
sign it. He also allots the room to the guest and
hands over the key card and welcome letter to
him. An entry is made in the errand card
mentioning the time of arrival and is kept on the
wing card machine. In case of foreigners, passport
details are asked to be filled up by him a copy of
which goes to F.R.R.O and the remaining copy
stays with the hotel. The other supervisor escorts
the guest to the room.
In case of V.I.P.s, the G.R.E. escorts the guest to his
room and he is given welcome drinks.
In case of V.I.P.s, express check in takes place
whereby the supervisor escorts the guest to his
room and completes all the registration formalities.
In case of groups a rooming list is provided to
the group by the supervisor. After the guest has
checked in his profile in the computer is updated
as well as guest history.
DAILY RESERVATIONS PROCESS
Daily reservations reserved
• Via Tel, Fax, Telex, Network etc.
• Correspondence made / documentations, related
papers attached properly.
• Enter into computer and send confirmation letter
same day.
• Correspondence made and kept by date / month
in a rack.
Next Day Arrivals
• Keep alphabetically and tally the report. • Check
rate / company affiliation / market segments /
airport pickup. • VIP Checking / proper instructions
to the cars / Concierge. • Hand over airport
assistance to concierge.
GUARANTEED RESERVATIONS
It is essential to ensure that no-shows are minimized
and revenue potential is maximized.
To ensure this happens, the guest is requested to
‘guarantee’ the reservation.
It must be held till 12 p.m. the following day the rooms
may be released after 6:00 p.m. if the guest has still
not checked in the hotel.
Guaranteed reservation ensures the guest has a room
even if he arrives after 6:00 p.m.
Guaranteed methods by giving :
• Credit Card No.
• Cash Deposit for One Night.
• Travel Agent Billing Voucher.
• Network Booking i.e.; trust / letter etc.
LAYOVER PASSENGERS
Airlines send layover passengers with individual
vouchers which have specific instructions as to what
the airline will pay for.
These vouchers should be collected and attached to the
registration card when the guest checks in proper
notations should be made on their accounts so that the
correct extra charges if any can be collected from them
on their departure. In the absence of such a voucher
only a written authorization signed by an official
of the airline outlining the exact nature of the
services to be provided along with the name of
the passengers will be accepted.
CERTAIN CODES USED IN THE SYSTEM
B Breakfast.
DP Direct Payment.
BTC Bill to Company.
FS Free Sale.
KK Confirmed.
HD Holding Confirmed.
NN Now Needed
CO Commission Only
CC Credit and Commission.
NA Not Applicable.
CK Check.
FIT Frequent Individual Traveller.
GIT Group Individual Traveller.
LHW Leading Hotels of the World.
STOP Silver Top
OCTHP Oberoi Corporation Travel and Holiday
Plan.
TARGET MARKETS
The target market comprises of mainly business and
leisure guests.
85% of the market comprises of business guests and
the rest consists of leisure guests. Further segments of
the business guests are as the followings :
Crew, Layover, Delegation, GCR (Guaranteed
Corporate Rates), STPC and reservation coming
through GDS. The organization has special rates for
the companies. There are special packages for the
Crew.
Leisure guests go to the restaurants and avail of the
health club and gym more frequently than the business
guest. Business guests avail of the conference rooms
and business center facilities much more.
Business guests stay for a shorter period of time and
they generally go to the coffee shop on a wider basis.
The leisure guests have more time in their hands and
go to the specialty restaurants. Accordingly the hotel
plans the market of the restaurants, tries to introduces
modern business facilities. Usually business guests
avail of laptops and fax machines.
TYPES OF GUEST ROOMS
To cater to different needs of their customers, Hotels
usually provide a variety of accommodation products.
In other words, the hotel offers different types of guest
rooms for sale, which may vary in sizes, décor or view.
In addition to this , Hotels, also
supply special types of accommodation for particular
types of guest e.g.Executive floors for business people
or Suites for VIPs.
Rooms can be classified as follows:
1. Number and size of beds per room
• Twin Room : Room with two single beds.
• Double Room : Rooms with one large bed.
• Suites : Rooms with two distinct areas i.e. one for
sleeping and one as lounge area.
2. Décor, room size and view
Hotel guest rooms may be grouped into standard,
superior and deluxe rooms according to their décor i.e.
furniture and fittings, as well as size and situation.
Hotel rooms has different views based on the area they
overlook. The hotel offers rooms with following views:
City view Pool view Courtyard view
The more luxurious rooms i.e. the suites also have
similar views. No two views in the hotel are same.
Each of them have separate themes inspired by the rich
heritage of the country.
INTERACTION BETWEEN GUEST AND THE
HOTEL
During the hotel stay, a guest may require certain
services from and engage in various transactions with
the hotel. One or the other section of the hotel front
office mostly handles these. Following are the example
of interaction of the guest and the hotel at different
stages of his\ her stay:
Pre - arrival • Reservation Office: For reservation of
room and assigning pick up for self.
ARRIVAL 1. Reception: For Registration, Room
assignment and issuing of keys. 2. Bell Desk: For
baggage handling and escorting to the guest.
OCCUPANCY • Front Desk: For currency exchange,
safe deposits of valuable articles and maintaining guest
accounts. 2. Telephone: For telephone calls. 3.
Concierge: For guest mails and other information. 4.
Bell desk: For transportation and newspapers. 5.
Business Center: For various facilities like BOARD
ROOM, E-mail, FAX etc.
RECEPTION
It plays an important role in the front office setup. This
is the first section where the guest comes in contact
with the hotel
employee. It is located in the Front Office and it deals
with functions, the main one being checking in or
allotting rooms for individuals or groups.
When the guest arrives at the hotel, he first
approaches the reception counter to give in his name if
he has a reservation. If the guest has booked a room in
advance then a reservation card with all the details are
printed and kept ready.
The key card is filled up & the appropriate key is
placed in the card and handed over to the guest. For
registration everything is done on the computer.
Hence manual labour is saved as the guest check in and
charges are billed directly through the computer as the
entire hotel operation runs in the computer.
A group coordinator always awaits the group to check
in. The group leader is then taken to the bell desk, here
the group co- ordinator checks with the rooming lists.
The group coordinator allots the key along with the
key cards. The rooming list is also needed to identify
the guest baggage. The bellboys then carry the
baggage up and in this manner a group is checked in.
ROOMING LIST
This is like a form, which stays with the group co coordinator. It is needed during the time of checking in
of a group.
It states all the names and the number of people in that
group, in the order they want to stay.
This means that the type of room whether they are
single, double and triple is mentioned. It is through
this list that the rooms are allotted and the guest
baggage is identified.
FUNCTION PERFORMED DURING ARRIVAL
OF GUEST
• Welcome the guest and serve the Welcome Drink
and Cold Towel
• Ascertain room requirements &cross
check with the movement lists.
• Handover the guest registration
card to the guest.
• Select a vacant clean room (VC)
keeping in mind guest choice if any
room is free for the entire duration of
the stay.
• Take out the appropriate key from
the box & prepare the key card.
• Ensure that all the details on the GRC are filled up.
• Feed the GRC into the computer.
• Make entry in the arrival departure register.
• Update room position if necessary.
• Make C form in case of the foreigners.
• Prepare in duplicate ~ *Foreign Regional
Registration Office copy
copy.
*Hotel
DEPARTURE FUNCTION:
1. When the guest settles their bills, the registration
card and the keys are given to the reception.
2. Keys are kept back in place.
3. An entry is made in the departure information sheet
for departments like :*Housekeeping *Room service *Telephone& telex.
4. Inform the housekeeping over the telephone or
Triton so that the concerned housekeeper can attend
the departure room.
5. Make entry in the departure register.
OTHER FUNCTIONS PERFORMED:
RECEIVING MESSAGES
A hotel provides a complex series of service to guest
and in order that all are co coordinated
communications is very essential. Incoming calls are
transferred to the guest. If the guests are not available
the messages are noted down and the message light is
turned on for the room. A message slip is made and
hanged on
the door knob too. So that the guest comes to know
that there is a message for him in the reception.
TRANSMITTAL SLIP
It is a facility provided to the guest. In case the guest
needs a car for the day as incase of the airport pickup
or a drop to some place, transmittal slips are filled in.
This is prepared in duplicate. The lobby manager has
to sign on it.
ROOM CHANGE
In case of room change, a change slip is filled in. Four
copies are prepared. They are for the following
departments: *Bill department copy *Room service
copy *Housekeeping copy *Telephone copy
MAINTENANCE:
In case of a maintenance work, in the Reception. A
maintenance order is filled. It is prepared in duplicate.
GUEST REGISTRATION FORM
This particular form is presented to the guest when he
checks in & it mainly consist of Name, Address,
Organization, Destination & Nationality and in case of
foreigners it Contains his passport number details
along with Room number.
Date of arrival and departure, the mode of payment.
Finally the guest has to sign declaring that he will
release the room by check out time whatever it is on
the departure date.
ROOM KEY CARD
Room key card is issued by the receptionist of the
Front office department to the guest, who checks in the
hotel. It is a card, which is issued as a identification
card by the guest in the hotel, while requesting for the
key, signing in the restaurants, bar and on check out.
On one side of the card it contains Name, room no,
rate, arrival and departure and on one side is the
different outlet of the hotel along with their timings
are mentioned.
RESERVATION CARD:
Reservation card is one that is filled in at the time of
check in. The details extended are: • NAME OF THE GUEST.
• DESIGNATION AND OCCUPATION OF GUEST
• NATIONALITY.
• DATE AND PLACE OF ISSUE OF PASSPORT.
• DURATION OF STAY IN INDIA. •
PERMANENT ADDRESS
• ARRIVED FROM
• IF EMPLOYED IN INDIA
• REGISTRATION CERTIFICATE NUMBER
• DATE & PLACE OF ISSUE.
• NUMBER OF PERSONS STAYING.
CASHIER
The cashier is located adjoining the reception and
information counter but is situated at the corner. It
does not face the entrance through the lobby. Its main
function is to maintain guest folios. The posting of
charges from departmental vouchers to the guest bills
is carried out here. At checkout time cashiers closes the
bills/ folios.
The second copy of the registration card of the guest is
attached along with his correspondence and is placed
here. All the miscellaneous bills are immediately added
to the room bill and fed in the computer.
Apart from this the cashier is in charge of handling
petty cash and to keep safe custody of guest valuables.
If valuables are lost in the rooms then the hotel is
responsible for such losses. If a guest wishes to make
use of safety vault, then the cashiers issues it and the
rent is charged.
The Cashier department is important but equally risky
as there is an inflow and out flow of lot of money every
day.
SETTLEMENT OF BILLS.
METHODS
Even through legal tender cash is the only method that
customers may utilize to settle their bills there are
many other
types of payments that hotel willingly receive, all of
them will be common to every hotel, but there are
more usual payments with which cashiers must be
familiar and it is generally up to the policy of the hotels
managements as to which are taken settlement of the
bill.
When dealing with cash the cashier must always keep
the amount given in payment separate from the float
until the change has been counted back.
Foreign currency is increasingly popular as a mode of
payment. In many hotels the payment is intended by
cheque, which may be cashed at the time of
registration, the bill may have to be settled 3 or 4 days
before the guest lives in order to guarantee that cheque
is clear. Payment may also be made from a Travellers
Cheque as it is widely accepted and a secure mode of
payment.
An increasingly popular method of payments being
used in hotels restaurants in the credit card, which has
really gained popularity in the country.
Apart from settlements of bills the cashier has the
responsibility for protecting guests valuables. A
system of safety deposit boxes or a separate safe may
well be utility for the safe custody of guest valuables.
FOREIGN EXCHANGE
The foreign exchange can be exchanged for Indian
currency at the Cashiers. The rate of exchange of
currency is taken from Reserve Bank of India every
day. An exchange form has to be filled up, the original
copy is given to the guest and the foreign exchange is
stapled with the other copy of the guest.
SAFE DEPOSIT
The cashier issues safe deposit card to the in house
guest who wishes to deposit their valuables in the Safe
Deposit Boxes. This card contains the name of the
guest, room no., address and finally the box number,
allotted to the guest & signature of the guest as well as
the person who delivers the key.
BILLING INSTRUCTION
Guest can settle their bills directly by cash, credit card
and travellers checks. Guests who have the facility of
charging bills to their company, Bills can be send to
the company provided it is on the hotels credit list or
approved company.
BILL TO COMPANY /BTC
Instructions must be received in writing on the
company letter head, this must mention the mailing
address of the company and should also mention to
whose attention the bills has to be sent.
Similarly for travel agents the vouchers must be
mentioned the entitlement of the guest clearly,
specifying what component of the bill has to be settled
by the travel agent and what part by the guest himself.
Billing letters when received are photocopied. The
original copy is sent to the city ledger for the
collection of dues and duplicates are retained with the
correspondence. Sometimes the billing instruction may
be received through the IRS or Regional Sales Office of
companies i.e., The Oberoi Contact enter, which are
not in the credit list. In this case the name of the
person authorizing credit must be clearly mentioned.
Front Office cash is one of the major areas, in the
Front Office department. It is the last area where the
guest comes in contact with while leaving the hotel. It
deals with the settlement of all the bills of expenses
incurred by the guest during the entire stay in the
hotel. This bills includes the Telephone Charges,
Room
Charges, Restaurants Charges, Minibar Charges, &
other Miscellaneous charges.
The cashier at The Oberoi Grand is responsible for
posting charge, checking out of guests and handling of
foreign currency.
There is a team of 5 cashiers who work on different
shifts.
Posting of Charges
The cashier tallies with the vouchers received from
the various points of sales and sees to it that the
various guest charges are posted. He posts charges
for those departments which do not have micros.
He uses a software as Fidelio.
Checking out of Guests
The cashier the bill to the guest while he checks
out. A copy of the bill is given to the guest and
a copy of the bill remains with the cashier which
at the end of the day goes to the Night Auditor.
In case of Bill of Company or other unsettled bills he
makes an entry in the cityledger which is followed up
by the Accounts department.
The credit card companies which are accepted by the
Hotel and American Express, Visa, Diners,JCB and
Mastercard.
If the payment of the guest is above 25,000 then a
declaration form has to be signed by the guest.
In case of groups if there is one master payment then
only one folio is opened and signed by group leader.
However, if incidental charges are to be paid
individually by the group members.
Whenever there is exchange of foreign currency a
foreign encashment certificate has to be filled up. A
permit of R.B.I. is required if the bill of the guest has to
be settled in foreign currency.
In the organization there is no system of self or
express check out.
The guest has to come at the cash counter and settle
his bills.
Consequently the luggage is brought down by the
bellboys and the guest checks out.
Guests can settle their bills by cash, credit card or
travellers’ cheque.
FRONT OFFICE ACCOUNTING CYCLE
There are three important stages in the Front Office
accounting cycle these are :• Creation of accounts • Maintenance of accounts •
Settlement of accounts
Maintenance of accounts:
The act of recording the transaction on to the guest
folio is called posting. There are two types posting:
• Credit entry.
• Debit entry.
CASHIER
Primary function: Responsible for all the cash
transactions in the Front Office.
Duties & Responsibilities:
• Handles all hotels cash transaction of the guest.
• Maintained sales register and the guest folio.
• Closes guest bill at the time of check- out.
• Prepares luggage slip for the clearing of guest
luggage at the time of check out.
• Deals with foreign exchange regulation.
CONCIERGE AT THE HOTEL
RESPONSIBILITIES
• Recommends and develops appropriate service
concepts, facilities and amenities as meets guest
expectation and future needs.
• Develops and maintains Concierge services as an
absolute representative “Face of the Hotel” there by
adding value to the overall image of the unit.
• Concierge is completely responsible for the smooth
operations of the department and to make sure that the
department is updated and has full knowledge local
attractions and provides hotel guest with information
on the city and sight being tours.
• Provides a dependable, professional limousine service
to the guest as per the organizational standards.
• Ensure proper ticketing and other travel
arrangements for the in-house guest.
• Facilitates within organizational norms, any internal
or external errand/ services a guest may request for.
• Responsible for ensuring reservation for guest in
desired outlets, hotels entertainments and service
facilities.
• Defines the organization of work within the
department including the assignments, schedules and
vacations for the staff.
• The concierge is responsible for running errands of
the guests and delivering mails, message, parcels,
DVDs and other requests.
• There are concierge log book and fax registers.
• The basic aim of the Front Office through Concierge
is to earn revenue.
• Its basic strategies and designed in a way to ensure
maximum guest satisfaction.
• Ensures all records/ documentation is properly
maintained as per the requirement of the organization.
• Ensures the smooth operation at the airport to make
sure that assistance is provided to pre-designated guest
on arrival and departure.
• Concierge is responsible for the availability of cellular
phones either from the stocks or arranging from
mental agency.
• Responsible to make arrangements for charter
aircrafts through the Oberoi air service.
BELL DESK
On the Arrival, guest luggage is taken in the trolley
with the guest to the reception and the Bell Boy waits
to get the check in procedure completed. Luggage is
carried along with the Guest to his room. Guest is
explained about the fittings facilities in the room. Bell
Boy errand card (arrival) is updated at the time of
carrying the luggage and then filled in and maintained.
Arrival departure of the guest is notified in the bell
captains control sheet. Scanty baggage guest are
marked and the report is signed from the reception
(even in case of the regular guest).
The Bell Desk is Responsible for the following
functions:
• Handling of baggage which includes carrying of
luggage and bringing it from the rooms. • Monitoring
luggage room. • Purchasing stamps for guests. •
Delivering of News Papers.
Documents Maintained are :
• Lobby attendant control sheet. • Bell desk log book. •
Left luggage register. • Newspaper bag register.
Function of the BELL DESK.
• Morning newspaper are sorted and delivered outside
the room by the night shifts.
• Guest is explained about the hotel and the room
facilities including minibar on check-in.
• Guest baggage is handled and carried to rooms on
check- in and removed and brought to the Lobby
during checkout.
• Errand card made for arrivals and departures, and
arrival cards given by reception at the check-in time.
• Maintaining baggage in the luggage room free of
cost.
• International newspaper received and distributed.
• In house, Room verification and expected arrival
report is resigned and newspaper request list
completed
• In luggage handling arrivals cards are given by
reception, which are filled up and maintained. Whereas
departure cards are made at bell desk.
• Guest luggage is stored in luggage room for which
tags are attached to the luggage and receipts given to
the guest and the luggage register complete Log book
maintained by the shift captain.
Luggage Room
The luggage room is next to bell desk and has racks to
store the luggage properly. When a guest request for
his luggage to be stored in the luggage room, a tag is
attached to the luggage and receipt given to the guest
with room no. date, and the number and type of
luggage.
A luggage room register is maintained which is then
cancelled when the guest takes back his luggage.
In house report, Room verification report and expected
arrivals report is received from the computer room and
is helpful in functioning of the bell desk.
Guest special request are satisfied by Bellboys, like
buying some things from the market etc. Guest mails
are mailed for the guest
on some cost. Messages and guest fax distribution is
handled by concierge.
As soon as information about guest request for
departure received either by telephone or from
reception an errand card (departure) is prepared and
the bell boy goes to the floor with the guest to the
trolley and brings down the luggage and then takes
the luggage along with the guest to the portico and
helps in loading the luggage in the vehicle. Before
taking the luggage to the portico clearance is taken
from the cashier through the errand card and this
errand is maintained for records of C forms.
Housekeeping is notified on the floor that the guest has
departed. This departments needs to be the most
experienced as it involves direct guest handling and
mostly the first impression is the last impression.
BELL CAPTAIN
He is responsible for the Bell Desk Operations , in the
Lobby controlling activities of bellboys during the
shift.
DUTIES AND RESPONSIBILITIES :
• Taking over properly from the early duty-bell captain
going.
• Taking the stock of the luggage, parcels and any
other material.
• Taking the stock of the Bellboys reported for the
duty. Ensuring that each Boy is well groomed.
Briefings the bellboys on his shifts. Report to the
Lobby Manager after taking over.
• Through knowledge of the topography of the hotels,
shop, airlines offices and executive offices.
• Handling luggage of FIT‟s, group‟s airline crew
efficiently with full control over bellboys, maintaining
the control chart /lobby attendant record sheet.
• To be able to carry out on different errands for the
guest.
• Proper distribution of news paper and control
thereon.
• Keeping stock of the equipments, trolleys and
ensuring their working order.
• Upkeep the lobby and the lounge area, reporting to
seniors any unload happening.
• Luggage storage procedure and upkeep the baggage
room.
• Maintaining and keeping the Bulletin Board
/function room board up to date.
ARRIVAL
On check in of the guest, the Bellboy is given on
Errand to go and leave the guest belongings in the
room. It notes down the date, Attendants name, and
guest name, room number, and description of baggage.
DEPARTURE
BELL BOY ERRAND CARD
When a guest is checking out then a departure card is
given to the bell boy, till the time the bell boy is in the
room he also has to check if all the equipment is in
perfect cooking order and has no damage. It notes
down the attendant Numbers, Date, Room Number,
guests Name, clearance from Cashier, reception,
Information.
BACK OFFICE
The Back office generally does all the paper work on a
guest arrival. The people in the back office are not
constant. The receptionist from the front Desk comes
in and does the work, however, there is a telephone
operator to handle all calls. The receptionist also has to
attend calls and give information to guests, outsides
generally call to ask whether a particular guest is or
not as they would like to speak to the party concerned.
Then the Receptionist looks up the guest by name
menu and checks the guest room number. The guests
call up themselves to ask for information on the hotel,
like pool and restaurant timings, the channels for the
T.V. and other small details be would want to know.
There is direct dialling from all guests rooms and he
need not go though the telephone department. Any
message for the guest are also entered into the
computer. Two copies are printed. One is sent to the
guest room and the other is kept in his mail and key
rack. When a message is entered into the computer. A
red light on his telephone shows, telling him to call to
get his message. Once he calls his message is deleted.
All message for in house guests are deleted by
midnight.
When a receptionist checks a guest in on the computer,
she does not have much time to enter all the passport
details and address and the next destination, etc, all are
entered into the computer in the back office. Then the
registration card is separated from the bard card and it
is filled. The band card is sent to the cashier with
any correspondence from or on behalf of the guest to
the hotel, after being checked by the Lobby manager.
RESERVATIONS
Reservation as the name suggest handles reservations
of rooms. Out station reservation are taken by the
OCC.Reservations are the backbone of the Front Office
and are supported by Sales and Marketing Division for
Reservation.
Main Functions
• Accept request for accommodation. • Confirm / wait
list/ refuse (as per status or instruction). • Create a
folio for the guest. • Maintain correspondence. •
Update, cancel existing reservations. • Prepare
various month end status
Discount Booking for The Oberoi Grand
* represents compulsory fields)
Checkin Date:*
Checkout Date:*
No. of Persons:
Adults:
Children:
Rooms
airport transfer:
Arrival:
Required:
Single:
Triple: Would you like
Departure:
Double:
Any Preferences:
Contact Information:
Your Name:*
Your E-Mail:*
Nationality:
Indian Resident
Indian Resident
Phone:
Include Country/Area Code
Fax:
Include Country/Area Code
Street Address:
City:
State:
Zip/Postal Code:
Country:*
Non
TELEPHONES AND TELEX:
• Study of the equipment Nobel telemark T-1200) ~ 2
nos (used for sending receiving Telex). • Study of the
procedure & receiving faxes (for sending and receiving
faxes and telexes). Procedure of handling different
phone calls using SOPs: Answering within 3 rings or
15 seconds and saying “The Oberoi grand and wishing
the caller according to the time of the day. If not
apologize for keeping the caller waiting
Transferring calls to different departments as and
when required after receiving proper verification (if
required)
Giving wake up calls
INTER DEPARTMENTAL CO-ORDINATION
HOUSE KEEPING:
The co-ordination between these two departments is of
very great importance for the running of the hotel.
The reason is that the housekeeping does the keeping
& cleaning up of the rooms & the front office does the
selling up of the rooms or we can say that one prepare
& other sells it.
Housekeeping sends the occupancy report twice daily.
Meanwhile the detail of the rooms are fed into the
computer by the housekeeping department.
Front office immediately gets the reports on their
screen. Arrival of any VIP guest is informed to the
housekeeping well in advance to keep all the VIP
amenities in the room, one hour before the guest
checks in the room.
The room verification reports helps in preparing the
room discrepancy report also.
FOOD & BEVERAGE SERVICE:
The co-ordination between these two departments is
necessary to give the maximum comfort to the guest.
Front office has inform the Room Service well in
advance if there is any special food item to be kept for
any VIP.
The cash departments of the front office deals with the
payments made by the guest made by the minibar, in
house restaurants etc.
Any special amenities for a VIP guest is placed by the
Service staff of IRD.
Packed breakfasts are prepared by IRD for guests who
check out early in the morning
Breakfast trolley is set up and placed by IRD staff for
early morning check out guests
FOOD & BEVERAGE PRODUCTION:
Front office informs the kitchen for the preparation of
welcome drinks well in advance & the kitchen is also
informed by the Front office through the room service
for any special cakes that the guest has asked for and
VIP amenities are also prepared by the Production
team.
I.S.D (COMPUTER CENTRE):
The computer has to give the Front office all the
support in the efficient running of the computer system
as the entire hotel is attached to one network. If the
Front office faces problem in any of running terminals
then the I.S.D rectifies it.
ENGINEERING: All the guest complaints are given
to the concierge which at once informs the engineering
departments& it is looked after
promptly.
JOB DESCRIPTION
Front Office Manager:
1. He is responsible for the functioning of the
department.
2. He checks staff attendance, duty roasters and
sanctions leaves.
3. Staff disputes.
4. He deals guest complaints.
5. He sets work standards.
6. VVIP &VIPS are treated as per specifications.
7. Introduction of new system viz. The “instant
reservation system‟ needs his consent. He grooms staff
in this aspect.
RESERVATIONS:
1. They should be present all the time in reservation
when is open.
2. They take down reservation request on a form&
store them in Whitney racks.
3. They prepare reservation register.
4. They put all the information in the computer.
5. They make cancellation & amendments.
6. Reservation assistants have a tough time attending
guest calls, extracting necessary information from
them & make the reservation.
RECEPTIONISTS:
1. The receptionist handle two sections-Information &
Reception.
2. In reception they greet guests & if they have
reservation, then allot them rooms.
3. Maintain key rack.
4. Prepares guest registration form & post the
registration in the computer.
5. They prepare Night Receptionist Report, Departure
register.
6. They print, Expected arrivals report from the
computer.
CASHIER:
1. Handles the cash selection.
2. Prepares Master bill from computer and explain it to
the guest.
3. Post individual bills in the respective guest folio.
5. Prepares Encashment certificate, Foreign exchange
records, etc.
6. Makes Telephone & Telex bill.
ASSISTANT MANAGER- FRONT OFFICE
RESPONSIBILITIES:
• To be proactive to the needs of the clients. Visibly
available in any case.
• The Lobby guest movement hours.
• To keep an overall eye on the security, cleanliness.
• Maintenance of the hotel & uphold employee
discipline.
• To be fully conversant with the hotel operation as
whole.
DUTY MANAGER/ LOBBY MANAGER
1. Excellent co- ordination with the reception,
reservation & concierge.
2. Should know the function of each section including
the bell captain.
3 Develop memory. Remember the names of the
regular guests & V.I.P guest.
• Current activities in the restaurants and. Shopping
arcade – various shops. Airlines and their offices in the
premises. To liaison with the respective department
heads concerned.
• Should be fully conversant with the arrival
procedures arrival list with instruction, VIPs staying
for the day & for the next day position of the house.
• This manager is more concerned with the rapport
with the guest than any actual paper work as the F.O.
Manager.
7. At night Lobby Manager looks over the functioning
of the department and does the Auditing.
Recreation
SPA
Body Massages
Aromatic Massage
Massage strokes ranging from frictional to relaxing
are blended seamlessly to allow the body’s internal
system to benefit from the properties of the blended
oil. The oil enriches the skin and produces a warming
effect to improve blood circulation and relieves tired
muscles. This massage refreshes and renews the body.
Balinese Massage
Originating from Bali, this is a deep pressure massage
using medium-depth strokes and pressure points to
reach below the superficial muscle layers. This
massage helps to balance the energy centres and
improve integration of your internal systems. The
blended oil has properties that help relieve muscular
tension,
improve and balance subtle energies for a heightened
sense of well being.
Hawaiian Massage
The renowned grace and warmth of the Hawaiian
culture are translated into a unique massage that uses
palms and elbows rhythmically to soothe tense muscles
and allow the healing energy to flow freely. Feel the
stress ebb away and be replaced by renewed vitality
and a sense of tranquility
Oberoi Massage
Our signature massage uses palms and fingertips to
apply pressure with continuous strokes that flow
rhythmically to stimulate blood circulation, iron out
the knots and induce a state of total relaxation. The
blended oil used for this massage promotes
concentration and rejuvenates the spirit
Sports Massage
Medium to strong pressure is used in this massage to
relieve sore and tired muscles and to improve mobility
after a workout. The blended oil helps to further relax
and improve blood circulation
Jet Lag Massage
Drawing on the best of Eastern and Western
techniques, this oil massage combines soothing strokes
and stretching to loosen muscular tension, encourage
lymphatic flow to balance the internal system and coax
your body to respond positively to the caring language
of touch.
Sole Therapy no oil
The reflex points on the soles of the feet are worked on
to stimulate energy flow so as to restore harmony to
the body’s
function. A leg massage is included to promote
relaxation and to produce a sense of completeness.
Thai Massage no oil
Traditional Thai massage works on the theory of
intrinsic energy flow and energy balance to promote
better health and healing processes. This massage
concentrates on the careful application of pressure to
distribute energy, release blockages and stretch the
muscles, leaving the body relaxed, energetic and free
from stiffness. A natural fibre two-piece outfit is worn
during this massage.
Soothing Back Massage
An invigorating massage that not only eases tense
muscles and knots in the back, it also induces a deep
sense of relaxation as the back consists of a network of
nerves linked to the entire body. Pure sesame oil is
used for its healing properties.
Calming Head and Shoulder Massage no oil
This relaxing massage focuses on the head, face, neck
and shoulder areas to loosen muscles and ease tension.
Varying degrees of pressure are used in different areas
to stimulate blood circulation and improve energy
flow.
BODY SCRUBS
Ginger Lime Scrub
Rich in vitamins and nourishment, this is a refreshing
cleanser that lifts the grime while restoring the acid
balance of the skin. It also contains honey which acts as
a strong moisturizing agent.
Neem Sandalwood Scrub
A fragrant poultice of neem, sandalwood and cloves,
this soothing scrub is especially good for oily skin. It
cleanses clogged pores effectively, leaving the skin
clean and soft.
Orange Sesame Scrub
The fruit acids contained in the scrub helps to remove
dead skin layers from the surface and stimulate cell
renewal. Added to this are natural ingredients that
provide minerals and nutrients to revitalize the skin.
Ayurvedic Treatments
Ayurveda is a holistic system of healing which evolved
among the sages of ancient India over 5000 years ago.
This ancient science focuses on establishing and
maintaining the balance of energies within us,
promoting harmony between the individual and nature.
In Ayurveda each person is viewed as a unique
individual governed by one or more of the universal
forces of nature. Good health is promoted by balancing
these energies.
At the Oberoi Spas our trained therapists use the finest
Ayurvedic oils and herbs for treatments to refresh the
mind, detoxify the body and restore the natural balance
of the energies within, leaving you completely
rejuvenated.
Ayurvedic Massage
This traditional Indian massage uses a combination of
soothing and symmetrical long strokes to regulate the
circulatory and nervous systems of the body. The
sesame based herbal oil used in the massage
heightens concentration and leaves one feeling
refreshed and rejuvenated.
Marma Therapy
A healing massage using specialised pressure point
techniques on the energy gateways: the palms and
soles of the body. A massage with warm herbal oil on
the upper and lower limbs with concentration on the
reflex points promotes a feeling of complete physical
and mental well-being.
Herbal Pouch Massage
A toning treatment for the whole body concentrating
on the back, neck and joints. The body is gently
massaged with herbal oil followed by hot fomentation
using small linen bags filled with herbal powders.
Chakra Head and Shoulder Massage
A complete massage of the body above the collar bone
followed by hot fomentation. This massage
concentrates on the vital points and provides relief to
the sensory organs.
Indian Head Massage
This ancient therapy was used traditionally by ladies in
India to keep their long hair in healthy and beautiful
condition. Pressure points on the scalp, neck and
shoulders are stimulated to improve circulation, relieve
tightness and tension and promote relaxation.
Marma Point Facial For all skin types
Adapted from the traditional Indian system of natural
healing, this facial stimulates the Marma which are the
vital energy points on the head, face and ears, with
aromatic oils and herbal products to calm, refresh and
re-energise.
Ayur Face Massage For all skin types
A traditional beauty treatment in which the therapist
gently stimulates the facial muscles, concentrating on
the marma (vital energy points). A mild aromatic facial
oil is used which leaves the skin glowing and
rejuvenated.
BEAUTY TREATMENTS
Basic Cleansing Facial For all skin types
European products suitable for each skin type are used
in this treatment to remove impurities which block the
pores and cause skin irritation and blemishes. The
special massage movements help to deep cleanse by
stimulating blood flow and loosening surface blockages
while inducing relaxation. The mask provides
nourishment to balance the skin.
Gentle Conditioning Facial For dry and sensitive skin
Dry or sunburnt skin requires special attention to
restore balance, improve hydration and encourage new
cell growth. The treatment products are carefully
selected for this purpose, while special care is taken so
as not to aggravate the skin further. The mask
contains vitamins essential for skin exposed to the sun
or dehydrated.
Oberoi Facial For all skin types
Natural healing properties of fresh products are used in
our signature facial. Various ingredients ranging
from honey to watermelon are specially selected for
each skin type.
Collectively the ingredients cleanse, exfoliate,
moisturise and restore elasticity, leaving the skin
glowing and supple after the treatment
Skin Balancing Facial For oily skin
This facial helps to clear blocked pores and remove
excess oil generated by over-active sebum glands. A
brief and gentle massage is administered to avoid
further stimulating the oil glands before a skin
balancing mask is applied to purify and tone the skin.
Saloon Treatments
The Oberoi Spa offers a range of salon treatments
including manicure, pedicure, hair care, waxing,
threading and make up.
Conclusion
The experience of Industrial Training at The Oberoi
Grand Kolkata was a learning one where I not only got
a hands on experience by working in the four core
departments of the Hotel Operations but also gained
knowledge about the technicality of hotel operations
and newer methods of operation that the hotel uses. I
understood how the hotel works on a daily basis and
saw how keeping the guests happy was a continuous
process and the joint effort of all the staff of the hotel.
Needless to say that this experience was a highly
enriching and educative one as I went on from one
department to other, met and got the opportunity to
train under several highly respected senior
professionals of the hospitality industry.
I learnt that every individual is different & that
everyone has something unique to offer to make the
guest's experience a memorable one.