Documente Academic
Documente Profesional
Documente Cultură
Hotel is defined by British law as “ A Shelter provided, he is in position to pay for it and
is in position to be received”.
We all know the fact that people need accumulation, food and drink while away from
their home. As transport and social need take developed from orient civilization through
Towards the 18 century the number as the traveler is created more rapidly through
merchandised wagons as a form as transport and the use of house carrying for the
nobility. To eaten for this need, nature of house as various design were constructed. These
houses provide charge of houses, accommodation, food and drink for travelers.
Hotel are the vital and essential part of the tourism industry without an adequate
development as hotel resources all the national scenery, all the climatic virtue and all
The sporting and recreational facilities will not able to sustain a good volume of Tourist
trade. Economically tourist bring foreign currency site our land as the spread, it here as
paying for food, drinking water as the goods in shop, it has its our sociology aspects.
Conrad hot ties, as American has stress the satisfaction. He gives in the knowledge that
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hotel development has made it massive for people to get know such other is
differentiated. Tourism promote in traditionally understood. Hotel are the most important
mechanization has made travel, position for a significant portal population as the
developed countries at least and thus tourism has become a matter as a interest cancers to
Government and the Governed a life. Tourism in modern, sense has its presence
historically but it will be arranged that the difference between the 18 Century and earlier/
The more recent time is not merely a matter as degree, but that the moral as 1850 for
Tourism needs variety and India with its most dimension and variety after to
energy class its visitors, something not sound creature from the snake chromes the
Histological from the system as sock dancers to big game hills. If has been slightly said,
“No hotels No Tourism” the hotel industry is so closely linked to the tourism that it is
responsible for 50% as the foreign exchange from tourism thus hotels make a
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Concept:-
The name ‘Hotel’ was derived from a Latin word called “Hospitium’s”. The
In Britain these were called “Entertainment House”. As people began mostly from
place to place the hotel industry began growing. In New York “City Hotel” was the first
hotel to house an elevate thus the trend changed from on ordinary husband establishment
Present Trends:-
advancement in technology, marketing and sales, financial and the development is food
and cuisine trends. The hotel industry is now concentrating as a segmentation as the
market by contain certain types as customers which focuses as settle that enter
exclusively for them, the concept as budget have is an upcoming one in India. The
hotelier would like to offer a reasonable amount of good facilities after condition price
Today the hotel includes is making a reasonable program in both public and
private sectors. Independent chains are “The Taj”. The top has gives a new look to the
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hotel ring in India. Deluxe hotel might home attached very high degree of efficiency is
company” is one of the largest owner and operates as hotel in north American. The
company currently operate 101 hotels containing approximately 28,800 room in 22 states,
the district as Columbia and Canada, the South West and is the Pacific require as the
United States. Bristol proportion are predominately full service hotels that operate in the
upscale and mid price with food and Beverage segment as the lodging industry. During
1997, the company acquired the servicing interest in Holiday in and the assets as 4 other
hotels. Hotel rooms accounted for 75% as 1997 services. Food and beverage 18%
management fees 1% and other 0%. I had a chance to train in one of the properties The
Bristol, Gurgaon, where I under went training for 2 months and worked in operational
department, with a motive to study operational aspects for the Bristol, Gurgaon.
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OBJECTIVE:-
hotel.
SCOPE:-
The main objective as project is to analyze the report comes the entire
c) Key System and procedure adopted for different activities in each department
METHODOLOGY:-
A) Primary Source
B) Secondary Source
A) Primary Source:- The Primary data was collected during solution traditional in
B) Secondary Source:- The data was collected from several books, Journals,
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PURPOSE:-
Different hotels home different way as permanent their operation. Hotel industry
is very service based industry and lot of variations is made as per guest satisfaction.
LIMITATIONS:-
• The study does not consider the financial and technical aspects as the
hotel
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GURGAON (HARYANA)
Gurgaon with a standard urban area at about 50 sq.km. And resident population as
about 0.23 million (1997 figures), is an upcoming industrial, commercial and residential
township, 25 kms, south as New Delhi. The sloating population as the tour is about
10,000 per day. The tour is broadly divided into 3 major Geographical areas:-
1) Old township Consisting as the old city, the main bazaar, Railway Station etc.
2) New township coming up on the other side as NH8, being developed by Haryana
Urban development Authority (HUDA) and a host as private colonizers such DLF,
3) Industrial estate area including the largest industry in the area i.e Maruthi Udyog
Ltd. A joint venture car manufacturing unit as Govt of India and Suzuki Motor
Co; Japan.
About 30 kms from the center as New Delhi and a fast developing city, Gurgaon is
perhaps the most important as all Haryana tours. Originally it was named Guru Gram.
Till independence, Gurgaon was a scarily backward tour, but a fact that it raises to the
occasion. Now there area number as big, industries like ATLUS IS THE MARUTI
AUTOMOBILE factory.
These area few others places worth seeing, like Sulatanpur National Park and on
Old Mosque.
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Gurgaon is perhaps the fastest developing city in Northern India, and it’s
Real Estate is booking here with new buildings coming up faster than you can
count them, and even officers are being relocates from congested and contaminated New
Delhi. Another plus for this city is its proximity to the New Delhi is International Airport
A number as good hotels dot the city as Gurgaon. The best place to stay are 32 nd
Milestone which a bar,discotheque, go-karting and hi-tech games for kids and tennis. The
a) City Centre:
City center has emerged as shopping leisure and entertainment destination. The mall
provides automated parking systems for one thousand cars on surface and basement. A
sound security system is functional sound the clock, elevation and escalators facilitate
customer movement. The entrance to city center has a specially designed samp for
mechanism used by physically challenged persons. The mall has been provided with
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100% power backup in all areas such shops, cinema, restaurants, basements or common
State-as –the art projection systems from Christie, the U.S. based company, has made
watching movies an enjoyable experience. The three screen multiplex spread ones 48,000
squ.st consent upto 1000 people, D T Cinema not only bring much awaited such to the
city but also invite cinema starts for lunch and promotion of their films.
The digital talkies film festival 2003 was present at the multiple towards the end
of April 2003 which show cased 30 films including internationally acclaimed films.
Mega Mall consisting as a outlets on the lower ground floor. 39 on the upper ground
floor, 40 on the first floor and 64 on the second floor, is nearly completion. Mega mall
shall be home to brands such as Gyans,fashion Boulevard, Panna Sarees, Zakis shomekr
furnishing etc.
near its junction with Gurgaon Faridabad road next to Bristol Hotel .
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The Bristol Hotel (Government Approved) 5 Star Deluxe.
Haryana (India)
• Telephone:- 91-124-6356030
• Access:0 15 kms from Railway Station, close to bus stand (DLF Phase
1)
Deluxe $ 185/$210
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Executive Club $ 250/ $280
Smallest 25
gols
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Accommodation:-
experience so that wishes you return you will be releasing in new surrounding. Each
room is tastefully appointed like fine residence featuring 18th century stylish surrounding
ROOM FEATURES:-
4) Common Sutures
• Air Conditional
• Video on demand
• DVD on demand
• Internet on TV
• Mini bar
• 24 hr room service
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Facilities:-
State of the art health club specializes in being unique, offering holistic (Body and Mind)
health through a blend of ancient Indian science of Yoga and Modern suitness Principles
The SPA offers a full range of best available cardio vascular equipments which include
Areas for meson women various kinds of aquatic. Indian and Swedish messenger by
expert masseurs are also available to trivigor the body. The surrounding
greener,landscape poolside visible from the health club makes it a delight for both body
and mind.
A delight to beholding the open to sky “swimming Pool” on the source sloor is probably
the best located pool in the town. A water fall at ones the ends is surrounding greener
makes the poolside a delight for both the water and the sun surroundings
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FRONT OFFICE DEPARTMENT
Introduction:-
The front office as a hotel is an operating Unit and is the most suitable
It is responsible for the star hotel rooms through systematic methods as resevation
It holds good prime atmosphere is view of the basic nature as a hotel that is to sell
rooms and revenue collected from the sale of rooms contribute more than 50% of total
hotel sales.
If has complements role as image of the hotel. It is the first and the last point
contact as every guest. The staff at front should have pleasing personalities to eater to the
The front desk after form as the guest request consisting or requesting issue.
Foreign guest use the front desk to exchange currency. Find a translate as request other
special assignment is addition it may also be a base operation during an energy such as
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d) To provide mail key, the telephone information and protective service to
the guest.
the standard as the hotel. So that the total activities contributes to the
The front office is divided into following section the Bristol hotel:
1) Preservation:- This section is never center as the department where all request
responsible for the registration as guest at the time as this arrival. Mostly status
insist that guest should registered hosiery. This is the rule to protest both the hotel
3) Cabby:- This section is located immediately upon the entry into the hotel and it is
the important because it is the first and the last essence contact of a guest with the
hotel. It is here that the guest is received and tubes to the reception to be
registered. Handling as guest language and the guest problems along in the
section.
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c) Handle guest packages and encasements
d) Handle parity
5) Front Office Cashier:- This section is responsible for posting as guest charges
and guest folio (Bills) accurately and time so as the properly settle guest A/C and
received payments before departure Expresses should include room food and
beverage and other sources. These charges and recorded up to the last time as the
6) Night Auditor:- The responsible as this section is to complete and order swell
revenue transaction and reconcile the revenue statement of all outlets with the F.O
accounting machine with a view to prepare a duty reporting the duty business.
7) Bell Desk:- It is responsible for baggage handle t the time of guest departure or
arrived or during to stay. They are also responsible for handling guest mail
message newspaper etc. They also do miscellaneous job like recounting getting
8) Telephones:- This section handles all is country and put going local calls, trunk
9) Travel Desk:- This section arranges for a airport transport as the guest. The hires
cars, coaches organize towards precede air or rail tickets, confirm tickets etc.
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Hierarchy
Reservation Manager
Bell Boy
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CHART FOR RESERVATION PROCEDURE
No Yes
Enter Details
on Reservation
Offer alternative Form
Yes
Enter In Dairy
Alternative
Accepted Update Reservation
Chart
NO Confirmation
Filling
Regret
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• Qualities and attributes as front office Staff:
Qualities:-
hotel facilities.
personalized services.
and efficiency.
Attributes:
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Nail should be manipulates soft colleague is preferable to heavy
establishment as well.
by changes staff. This smiles being cheer to the guester put then
at last.
F.O with problems and request. F.O staff must be able to decide
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*Duties and Responsibilities as staff in the Bristol Hotel:
Cabby Manger:-
3) Dealing with complaint which come to him directly and ensure those which the
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8) He has to keep record as guest A/C which has recorded is house limits and loses
6) Uses suggestive selling technique to sell room and to remote alter services as the
hotel
10) Coordinates guest rooms maintenance work with the engineering and
maintenance department
11) Knows all safety and emergency procedure. He is aware as accident prevention
policies
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Reservation Assistants:-
2) Process reservation from the sales office other hotel department and travel agent
3) Knows the types as rooms available as well as there location and layout
4) Knows the selling status, rates and benefits as well package plans
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GRE (Guest Relation Executive) Duties:-
3) Maintains a thorough knowledge as the room rack, location, types of rooms, sack
5) Knows all safety precaution and understands energy procedures and how to act
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Front – Office
Left
Luggage
Telephone or
Baggage
Front Office Reservation Operator Room
Manager
Safety
Locker
Cashier Reception Registration
Bell
Lobby Desk
Entrance
Travel
Desk
Lounge GRE
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Reports Generated in Front-Office:-
1) Registration Card
2) Reservation form
3) Key Tray
7) Key card
8) ‘C’ form
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9) Message slip
Each hotel has variety as rooms to sort the needs as the guests. Hotel guest room
3) Accommodation for a particular type as guest e.g. residential suite for V.I.P
1) Single Room
2) Double Room
3) Twins Room
4) Tamed Room.
5) Award Room
7) Parlors
8) Studio Room
9) Suite Room
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Types of Plans:-
2) Continental Plans:- Room rate and continental between is charged. It is also called
as reservation plans
4) American Plan:- Room rate and between the lunch and dinner also. It is also
1) Room slots
3) Reservation racks
4) Information racks
5) Folio types
7) Voucher racks
8) Cash register
9) Support devices
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13) CC TV
14) Telephone
2 ) House Keeping:- the guest room telephones are checked by the departments. Guest
through the telephone, department. Details about various sections being hold into
3) Accounts Departments:- the bills include for guest calls are founded to F.O which
are later send to the accounts departments. The accounts and telephone
sent by departments, and check these bill for correction. All personal trunk calls
made by the staff for which bills are made by telephone operator are handled by
Modes of Reservation:-
1) Letters
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2) Tele.Exe- Cable fuse, E-mail etc
3) Telegrams
4) Telephone
5) Personal
Sources Of Reservation:-
1) Airlines
2) Travel Agent
4) Company
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Key and Key Control:-
Types Of Keys:-
1) Room Keys:- Different keys are issued to energy guest for their rooms
2) Have a heavy key (key tab) tab discussion guest from taking it away
3) Bells bay should take the key from the guest at the time of check out
4) Guest normally the key at reception counts is they are going out as the hotel
Section Key:-
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c) It can open all rooms on only floor as the hotel except the double
locked room
1) opens doors of all rooms of the hotel, even the double locked rooms
2) Issued to the executive general manager and duty manager (extreme case must be
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The House keeping department of energy hotel has demanding workload. Maintain clean
He/She is one of the the business and most important department head of the hotel
Typically this demanding position is filled by some one who has advanced through the
ranks from one housekeeping position to another. An executive housekeeper has over all
responsibility for the housekeeping staff including the training of new employers. A
typical housekeeper purchase and maintain furnishing equipments and suppliers. Other
1) Front Office:-
two departments
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3) Food and Beverage Service:-
Co-operation here mainly deals with the lines while the keepers need to
4) Security:-
coordination is important.
5) Personnel:-
distribution as salary.
Organization:-
Each explains can only handle the responsibility to report to an he must be gives the
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EXISTING HOUSE KEEPING LEVELS
EXE-HOUSE KEEPER
ASST/FLOOR SUPERVISOR
ROOM BOYS
35
Organizational Hierarchy of the Bristol Hotel
a) Desk Supervisors
1) All queries complaints and request as the quest to be attracted and to be directed
according
etc
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6) Taking reports of V.I.P arrivals, V.I.P in house expected departure expected
Floor Supervisor:-
5) Ensuring that rooms are ready with special care for V.I.P arrivals
8) Intending as supplier
2) Allocation as duties for public area as cleaning to the house men in various shifts
and areas
6) Check and control equipment like vacuum cleaner shopping machine etc
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7) Entity banquet halls, restaurant are ready in time.
Laundry:-
All the rated lines is sent out of hotel, is there is no in house laundry. Laundry is
Laundry Process:-
1) Laundry call is taken by desk coordination entered is register as guest staff call for
laundry collections
2) laundry boy is paged and given message as laundry to be collected from rooms
3) It laundry is not collected by the boy collects laundry from the guest and also
4_ He controls the occupancy in the occupancy slip and also writes laundry.
4) Occupancy gives by laundry boy to be cross checked by the floor boy cleans the
room.
This slip is placed in all the rooms this is sealed by the guest, it consists of items and
prices for laundry dry cleaning and only ironing duties and responsibilities of
housekeeping staff.
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Control desk attend:-
This member of the staff is stationed at the central desk which is the center as the
department. She handles all telephones calls. She also prepare the missing reports and
under report chart she fills in the discrepancy report and sends it to front office.
This person is responsible for issuing out lines uniform to the F & B outlets and for the
cleanliness and up here as the lines room. She also gives outlines for the rooms and
They are the staff members who are actively involved in housekeeping work. They are
responsible for cleaning rooms and public area including lobby, restaurant elevators,
banquets halls etc. They also have to take a physical check as the occupancy of each
Laundry Equipments:-
1) Stream, Press
2) Washing machine
3) Flat press
4) Hydro extracts
5) Seizers
6) Tumbler (dryer)
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7) Calendar
8) Folding machine
Following detergents and chemicals are used for washing and cleaning the lines.
1) Water
2) Detergents
5) Anionic
6) cationic
7) No-anionic
8) Fabric brighter
9) Alkalis
10) Antichlor
11) Sours
12) Starches
13) Bleaches
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Basic functions or cycle as operation as laundry:-
3) Sorting
4) Washing
5) Extraction
6) Finishing
7) Drying
8) Ironing
9) Storing
Lines Room:- It is a central storage point for clean lines received from the laundry. It
should be close to laundry for effective circumstances. It the laundry is off premises, the
lines room should be near main entrance. It should be away from kitchen areas, as lines
Exchanged of Lines:-
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4) Collected frequency from corridors
3) Dispatching to laundry
5) Checking of lines
6) Storage
7) Distribution to units
Guest room suppliers and amenities:- Guest supplier are items which are provided for the
1) DND cards
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In the Wardrobe:-
1) Hangars
2) Laundry bags
3) Laundry list
1) Flask
2) Drinking glasses
3) Paper napkin
4) Coasters
1) Candle stand
3) Writing solder
1) Bud case
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2) Room service card or men’s card
1) T.V remote
2) Telephone
3) Scribbling pencil
4) Pen or pencil
5) Telephone directory
Inside the bathrooms:- On the vanity counter:- Tray with soap, shampoo, bubble bath,
1) Shower cap
2) Soap
3) Talcum
4) Foam
5) Moisturizer
6) Body scrubber
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Water Closet area:-
1) Toilet roll
2) W.C. Band
1) Stationery
2) Post cards
3) Pens
4) Laundry bags
5) Utility bags
Bathroom Amenities:-
1) Facial soap
3) Shampoo
4) Moisturizer
5) Shower cap
7) Shoe hors
8) Sewing kit
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9) Collogue or after Shane
1) Room occupying sale:- All room occupancy reports are necessary so that the
house keeper can anticipate the level of work load so as to provide necessary staff
2) Log book:- It is the most important register because it is in this register the
instructions to the staff as next shift are written. The supervisor at the beginning
as any shift for instruction refer to this log book by the staff as this previous
shifts.
3) Lost and found register:- This book consists of all the information, regarding the
lost item such as the colour, the lost item name, place sound by, time etc. the lost
item is received in the register and banded over to the security departments.
4) Carpet shampoo register:- In energy hotel the carpets are shampooed at regular
interval in order to maintain and to improve their life. The dates are maintained in
these register which makes it convenient for the staff to distribute their work
accordingly.
5) Complaint register:- the desk controller handles this register. All the complaints or
requirements, which have to be looked into, are written down long with the time.
The desk controls inform the floor supervisors to look into these requirements.
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FOOD AND BEVERAGE SERVICE DEPAREMTNS
revenue producing area in a hotel. The quality and standard of any service area be it is
restaurant bar or banquet depends upon the type quality and standard to service gives.
Thus food and beverage service department is important only from the revenue
generation aspect but also because it generate good will for the hotel.
Serving a combination as national and international cuisine, the new expresses both light
snacks and complete meals. A well laid dinner buffet after wide variety as choice as
satisfy all needs A choice of soap panes the way for the repast to follow. The buffet
consists as a salad bar consisting as 8-9 varieties as veg and non-veg salad, cold cuts and
Main Course:- They offer a wide choice to both vegetarian and non-vegetarian, 3-4 non
6 vegetarians speculate, rice noodles, and variety of Indian and continental breads served
on the table. As fabulous choice of desires on the table. A fabulous choice helps you to
Symptoms is content and variety, the basset at Palmyra satisfies both the government and
47
Lines: Size of Napkin 18*18 Napkin sold cardinals caps,
Indian Specialty restaurant:-They offers wide delight of Indian cuisine. Authentic food
From the budget mountains of North west frontier to the singer licking delicates from the
of Hyderabad. Awide selection of Kababs and curries await the waiter and gourmand
Timing: 8.30 am to 11 am
12.30 pm to 3.30 pm
6.30 pm to 11 pm
Covers:- 75
Line music in the restaurant creates the right for you to enjoy your meal, All is all, a
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Chinese Specialty Restaurant (the sick route)
Tracing the route used by the trader in ancient china. The cuisine at the sick route imbibes
various spices. Services and cooking technique particular to the various regions that the
route posses through. A good way, to taste the food on offer with a minimum as fast and
very quick meal. For a leisurely meal, the vast menu offers an insight into normally all
Exotic sea food cooked with equally exotic recipes a variety as poultry and meat
items, choice for vegetarian and a number of samples in rice, noodles, and chop-sue.
Special desserts prepared on order with rounds as Jasmine Tea will help you in settling
Course : 85
Timings:- 9 am to 10.30 pm
Bar Services:- It is another out let for the good and beverage area where the alcoholic
beverages are offered. Here the order you the drink is taken by the bar tender. He should
1) Hunter bar:- Hunter bar offers a wide variety of spirits and contribute for the guest
choice. Offering a view of the neighboring green areas the bar offers the perfect
obstacles to unwind after a hectic day. The attendance spins out some fast tunes
Timings:- 12 pm to 11 pm
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Maximum Sale :- Rs 25000 to 28000
Peppers (Pub)
cuisines along with a Island bar offering international drinks and cocktails,
Equipped with state as the art sound system and computer controlled lighting, the clubs
wood rows dance floor the target in town, will gives you ample space to chill out and
swing to the melodious tissues and pulsating beats provided by our dynamic D J else,
takes up to causing at the pool tables or simply enjoy watching line sporting and music
Hunter Bar: -
Bar Bar
Equipments Freeze
Glass
Storage
Bar Counter
Bar
stools
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Room Services:- It is a facility offered to the guest
Restaurant Manager
Hostess / Receptionist
Sommelier Tranchem Maitre D’hotel Supervisor
Chef de rang Head Waiter
Commi de rang Apprentice
Commi de Brassen Trainees
Order taker
Captains
Stewards
51
List of rules maintained in room service departments:-
1) Memo file
2) Budget file
3) Captains analysis
4) Manger report
2) Look for red tag to check for delay in preparation and gives priority
52
7) Enter clearance in the steward card remarks column
Banquets:- they are special functions organized for professional social state occasion.
Banquets are the service for these occasions. Banquets are organized for more than 15
people.
53
Banquet Hierarchy:-
Banquet Manager
Banquet supervisors
Asst. Waiter
54
Conference and Banquet Facilities
In the Bristol Hotel
55
F & B Production Departments in the Bristol Hotel:-
A kitchen is an enclosed spaced in which edible raw materials are cleaned processes and
The proportion area is the principle area as F & B departments is normally has several
functions. This is the second revenue generating departments as hotel after front office.
KITCHEN ORGANIZATION:-
Refers to how people work within the kitchen food slow. Essential organization is
Executive Chef:-
56
2) Minimum time lapse between proportion and service
3) Adhesive to standards
Main Planning
Purchasing
Storing
Issuing
Preparing
Processing
Cooking
Serving --------------------Holding
Stewarding
57
Food and Beverage Department of Bristol Hotel Hierarchy
Executive Chef
Soups Chef
Ches-de-partie
I Commis
II Commis
III Commis
1) One indent is issued by kitchen executive to get raw materials from the stores.
2) All the raw material which are in good conditions are brought to the kitchen
3) The raw material are cleared and processed to obtain cooked food
4) All the mis-in-place required for particular dish is done well in advance.
5) The KOT is made is triplicate first to the kitchen, 2nd to cashier, 3rd in book
Depending on the nations and types of more performed food and beverage production is
divided.
58
Gardle Manager:-
That area under the main kitchen where cold cuts, sawyer, salads are prepared.
Butchery:- This section is involved with meat processing. It is skinned is required then
cut into various cuts. These are either supplied directly or packed and labeled with the
Pantry:- This section of kitchen involve in the production of fruits, pattern, juices
shakes,
Ice cream, tea, coffee etc, in addition chip corn slakes are also disposed from the pantry.
Bakery:- This section prepares all the baked items such as French roll, missiles, and
Danish party, cakes etc, all these items are sold at the pastry shop. It attributes to a fair
Indian:- It caters to the preparation of all Indian dishes. This section is responsible for
the supply of dishes to the Indian specialty restaurant, which has an important place in the
hotel.
South Indian:- This is usually an extension to main kitchen where all south Indian
59
Continental:- Continental cuisine is important keeping in view demands of foreign well
as owing to its increasing population to prepare continental dishes like French trees fried
fish etc.
Chinese:- Kitchen where dishes are prepared in schezwan, shunting style for e.g. Waiter
soup, lung fang soup. Suimai etc. cold salad dressing Soya sauce vinegar seasome seed
oil.
The layout of commercial kitchen must be planned around and efficient and systematic
flow of goods from receipt of goods where a kitchen is built it is designed to achieve a
4) The size, shape and location of food service and position of kitchen.
60
Food & Beverage Production Layout of the Bristol Hotel
Dry Storage
Entrance
Walk In Vegetable
storage
area
Tandor
Refrige
W W ra-tor
or orki
Gas ki ng
rang ng Tab
es Indian Ta -le
Kitchen bl Refr
Pantry e iger
a-
W tor
Gas or Ice
rang ki crea
es ng
Ta
G bl Wash
ridl e Basin
South
Indian W
Gas Kitchen or
rang ki
es ng
Ta
bl
e
Chinese
Gas Kitchen W
rang or
es ki Entrance to Dish
ng Equipment Restaurant Washi
Ta Storage
Gril bl ng
Area Area
ler e
61
FOOD FLOW:- The usual flow of food through as establishment is:-
There is only one break shift in the kitchen which starts from 11.00 hrs to 15.30 hrs and
then 1900 to 24 hrs. The day in the kitchen starts with the store pickup and then the mise
The food cost % budget for various kitchen outlets are given below:-
• Bakery – 25.50
• Banquets- 17.99
• Saffron Restaurant-26.00
62
Purchase Of Ingredients:- Purchase requisition form is used to communicate with the
purchase department. The chefs complete the list, a day is advance indicating the
requirements
Storage:- The correct temperature ventilation and humidity must be maintained for all
stock. The main idea of storing food is to ensure that and adequate supply of food for
immediate needs as the establishments is available are stored for different period of time
and at different temperature to pressure their whole sameness till requires for preparation
and service.
Food store in the Bristol Hotel is situated at easy accessible area, which is
1) Dry storage for nor perishable commodities like cereals, pulses sugar, legumes,
3) Stores:- (Supply of Raw materials) Requisition slips are sent to stores indicate the
amount to be issued. This is done in coordination with the store issuing the items
the person in receipt of goods is responsible for this safe transfer to kitchen.
KITCHEN EQUIPMENT:-
Kitchen equipments and food are necessary to enable various and specialized task to be
performed smoothly in a specific period times. Therefore its important to have knowledge
of care and upkeep of kitchen equipment. While selectively a piece of equipment certain
63
factors selecting a piece of equipment certain factors have to be kept in mind which are as
follows:-
• Construction of equipment
• Capacity
• Price of equipment
• Drainage system
• Fuel supply
• Maintenance of equipments
• Easy to use
• Time construction
1) Large Equipments:-
a)Heat Generating:-
• Double dryers
• Microwave ovens
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• Bain Marice
• A battery of modular gas ranges with ones back guard and shell,
b)Cooling equipments:-
• Water coolers
• Refrigerators
• Ice-making machines
• Walk in coolers
• Beverage coolers
• Ice-cream machine
Mechanical Equipments:-
• Mincing machine
• Wet grinder
• Choppers
• Blender
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• Mixer, grinder, beater
• Pot rack
• Storage racks
• Palate knifes
• Chef knifes
• Steel knives
• Choppers
• Aluminum utensils
• Chopper utensils
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There area lot as small and large kitchen equipments used in the hotel. In the hotel
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NAME Nos
1 Hot cases 12
2. Microwave ones 03
4. Toaster 04
5. Ice-cube machine 01
6. Water Coolers 05
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ANCILLARY DEPARTMENT
PERSONAL DEPARTMENT
Personal Directors
Secretary
Induction
Performance appraisal
Company plan
3) Recruitment and placement of staff and also the discipline maintenance as staff
while at work
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Man Power Planning:- Solving problems and guidelines of staff handling transfer
candidates are filled and the candidate is gives the job specification and
brief.
job. Having an update job description and performance targets to does this
Marketing is the destining as making the hotel suit the requirements as potential
the demand and then going on to sell the service selling not only maximize the
profitability as the hotel but also arise customers satisfaction by offering food,
accommodation and services, on the whole the hotel industry trends to be more inclined
towards selling rates than marketing. The whole hotel industry must become more
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Hierarchy:-
Sales Executive
Secretary
Sales Manager
Account Clerk
Sales Personal
Security Department:-
In a hotel the security departments is responsible for the safety as its resident by
maintaining law and orders as hotel playa very active role. It protects the property
products assets, reputation. In other words, security is defined as those as will to promote
a state as will being relation to an establishment to protect lies and property and to
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ENTRY & EXIT
The entry and exit of all items as well as people only to be through the security entrance.
All the things are checked by the security and then allowed to be taken inside.
Personal:-
1) Entrance
2) Guest flood
3) Public area
4) Back gate
1) Visitors Pass:- Normally when a visitors enters the hotel he must be directed to
security control by the gate guard. After accompanying the requirement of the
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Engineering and Maintenance Department
hotel. This is because certain critical area such as plant and machinery, electricity and all
Hierarchy
Chief Engineer
Assistant Engineer
Senior Technicians
Electrical Air
And Audio Conditionary
• Upheep of utilities
• Purchase of equipments.
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• Presence energy by conservation.
• Reports Maintained
2) Log book
3) Power station
4) Maintenance logbook
Accounts
• Account Payable
a) Settlement of bills.
c) Payment of Salaries.
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• Outlet Cashiers
1) The F.O cashier will take the payment for all the F&B outlets also,
3) If the guests sign his bills then both the copies will remain with the
Cashier.
• General Cashier
They receives voucher from purchases along with daily receivable report goods
and bills of payment. At the month and a total bills of payment. At the month and
a total summery is made and the total is postal in general ledger one entry is done
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Kitchen stewarding department
This department primarily controls the storage and issue of cutlery, crockery,
chiseware and glossure to the restaurant and ketches. The hygiene and sanitation
of the ketches usually comes under their department ketches starting is the
• Functions
2) Dish wash is washing all crockery flatware glucose etc. used in the F&B outlets.
The kitchens area floors is thoroughly cleaned several times during the clay. It is
usually dust before and after and after the such of Initial timings. First the ketches is
sprinkled soap solution. This Spread our the floor with a scrubber. The floor is the out
mopped and subsequently dry mopped. At night all worth areas in the kitchens
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• Registered Maintained
This is a record of the amount of crockery, cutlery etc this is available in the
store and this figure is adjusted and issue to different outlets. It is also used as
This register records the issue of several items to each outlet and provide
3) Breakage Register:-
5) Indent register:-
This is a record for all the materials requisition made by the department.
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Kitchens Stewarding Manager
Supervisor
* Working Schedule
• Energy ½ hr.
• Energy 1 hr mapping
• Energy 4 hr washing whole are
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MANAGEMENT INFORMATION SYSTEM:-
There are several information collected, processes mentioned is prepared form to the
management about various departments operation comprise with post result and finally
the performance and other details as the hotel’s operation. These reports shall be
2) Front Office:-
• Reservation
• Black book
• Hotel diary
3) Reception:-
• Room report
• Occupying status
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• Billing details report
4) Night Auditor:-
• Night report
• Flash report
• Expected arrival
• Expected departure
• Tabulator register
Kitchen:-
• Standard Receipt
• Log book
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• Daily inventory report
Restaurant:-
• Log book
• Leave register
• Attendance sheet
• Breakage report
• Guest checks
Room Service:-
• Log book
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• Guest complaint file
• Breakage report
• Amenity vouchers
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Banquets:-
• Log book
• Breakage report
Bar:-
• Breakage report
House Keeping:-
• Memo book
• Duty roaster
• Attendance sheet
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• Lost and found register
• Discrepancy report
• Amenity voucher
Kitchen Stewarding:-
• Purchase record
• Log book
• Duty charts
• Complaint book
• Log book
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Security:-
• Investigation report
• Key register
• Duty roaster
• Complaint book
• Purchase order
• General order
• Log book
• Bin cards
Stores:-
• Stock book
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• Invoice book
Receiving:-
• balance sheet
• KOT and B O T
• Gross profit
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• Budgeting analysis report
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Personal Department:-
• Attendance sheet
• Training sheet
• Retirement record
• Legal documents
• Log book
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1) Xerox machines which are placed at the Business center are exclusively for the
guest service. But these machines are also used by the staff of the hotel for
photocopying and the trainees during their training period use these machines for
photocopying the annexure and fact files of the hotel, due to this sometimes the
Solutions:- There should be at least one photocopy machine at the disposal of the staff for
day to day purpose and the business center staff should see to it that only guests use the
Xerox machine and the use of the Xerox should be strictly supervised.
2) The F.O staff occasionally relax in the business center during their breaks, other
than the break they are gives between 4.30 to 5.30 pm when the case function for
tea or coffee. They drink coffee and eat cookies, which they pick up from the
room service department which is located just behind the reservation in the back
area. This looks awarded when the guest enters the business center and it mass the
3)
Solutions:- The F.O staff should be strictly instructed to use the case and the rest rooms
with setting provided to then for releasing during their breaks. The business center staff
should be more strict and should not entertain staff in such manners.
4) The white seat corners used to cones the chairs in the banquet halls for the
functions which are held, are stained with food stains as the guest home lunch
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dinner or sometimes spill tea or coffee. On the chair there by leaving heavy stains
and the banquet staff blindly cones the chairs with there sear cones. The Bristol
hotel does not an in house laundry. Contract laundry received in hotel after it is
cleaned therefore the laundry services are cleared, therefore the laundry services
are not efficient and several guest complains about the stains to the banquet staff.
Solution:- the laundry coming from the contracts should be thoroughly checked in the
line room and the Bristol hotel launches staff should be requested to check and clean the
stains properly the right, chemical should be use on the stains. This lines or cones are
5) The sales and reservation manager takes the reservation simultaneously. This
Solution:- This could be avoided if the reservation handled by one department i.e. by the
reservation.
Problem:- Since the restaurant is situated in the open air the food served to the guest
Solution:- In order to avoid the problem the dishes could be served on a which helps food
to remain hot.
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6) problem: At the time of a function when it is completely packed. The food is not
Solution:- If one single head steward is guest the responsibility to special the food
7) Problem:- The Chinese section is the center of the main kitchen. When the burner
Solution:- In order to over come this problem flame should be taken care as much heat is
generated and kitchen should be gives exhaust fan to absorb the heat emitted.
8) Problem:- Since the kitchen is in the view as the guest in open space. The insects
Solution:- In order to avoid this pest control must keep in mind of using various sprays
Problem:- One of the major problem in the housekeeping department is shortage as lines
(bed cones, pillow, covers) the department cannot buy the lines as one cannot increase the
budget.
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Solution:- This could be avoided if the lines is properly used washing, pressing could be
taken career and the house boys also have to be educated not to use lines cover for
dusting etc.
Solution:- Room to be super cleaned regularly and room to be blocked for preventive
maintenance 4 times a year. Carpet shampooing and dry cleaning as all upholds once in a
month.
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The project I have prepared lists all the operational departments as the “BRISTOL
HOTEL”, GURGAON where I underwent training for 2 months. I have made an attempt
existing problems. I had seen in the hotel. A conclusion may be draws that no department
The project has particularly explained the various function and procedures as different
The Bristol Hotel, Gurgaon is running, reasonably well and has a good share of business
and corporate clients, but few as the systems and procedure followed in the hotel need up
gradation.
The Bristol hotel staff face competition posed by other 5 star hotel properties in the city.
It is the duty as the hotel to have a more satisfied staff. For this the personal department
should check the appraised of all employees and give promotions and in certain to all the
deserving staff. Bristol being one of the leading hotel as the world, should be aware as the
latest trends and should set example for other hotels. The area which where important and
emphasized were:-
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4) The management information system used in each department
The main objective as this study was to analyze the system, procedures functions and the
Thus an in-depth study of this nature into an organizational structure helps to gain
knowledge and gives an insight into the working of this complex, yet highly professional
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