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Documente Profesional
Documente Cultură
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 modern times. So the industry has responded
to meet those needs. Towards the 18 century the number as the traveler is
created more rapidly through merchandised wagons as a form of transport
and the use of house carrying for the nobility. To eaten for this need, nature
of house of various design were constructed. These houses provide charge of
houses, accommodation, food and drink for travelers.
Concept:-
The name ‘Hotel’ was derived from a Latin word called “Hospitium’s”.
The earlier hospitality involved accommodation these come to be known as
“bins” which booked after by in keeps. 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 to a more organized booking system.
Present Trends:-
The trend is the industry in classification closely under the basis of
advancement in technology, marketing and sales, financial and the
development in food and cuisine trends. The hotel industry is now
concentrating as segmentation as the market by contain certain types as
customers which focuses as settle that enter exclusively for them, the
concept as budget is an upcoming one in India. The hotelier would like to
offer a reasonable amount of good facilities after condition price and
attention in a home away from home situation. Today the hotel includes in
making a reasonable program in both public and private sectors.
OBJECTIVE:-
The Objective is to study the total operational aspects of each department
and the present status of “Hotel Niyaaz”
SCOPE:-
The main objective as project is to analyze the report comes the entire
Spontaneous as a model hotel emphasizing on following area:-
a) Purpose, role and function as each department
b) Departmental hierarchy and inter department co-ordination
c) Key System and procedure adopted for different activities in each
department
METHODOLOGY:-
With evolution to study information is gathered from following sources.
A) Primary Source
B) Secondary Source
A) Primary Source:- The Primary data was collected during solution
traditional in various departments and the interview with hotel personnel.
B) Secondary Source:- The data was collected from several books, Journals,
Magazines, Newspaper brochures, internet, etc.
PURPOSE:-
Different hotels have different ways perform their operations. Hotel
industry is very service based industry and lot of variations is made as per
guest satisfaction. The purpose is to analyze the current status of the
restaurant and operations going under.
LIMITATIONS:-
Due
to time lapse between collection of data and presentation certain
facts and signs might have unfurnished.
Related
diversification of the establishment.
Belgaum (KARNATAKA)
Belgaum (Belagavi) is a city and a municipal corporation in Belgaum
District in the state of Karnataka, India. It is the fourth largest city of the
state of Karnataka, the first three being Bangalore, Mangalore and Mysore.
It is situated nearly 2,500 ft (762 m) above sea-level and is the headquarters
of Belgaum district, which borders the states of Maharashtra and Goa.
Belgaum is well known for its pleasant climate throughout the year. It
is at its coldest in winter (November through February), and experiences
continuous monsoon of medium intensity during July to September.
Belgaum is the commercial hub of north Karnataka. It is an important
location for vegetable trading, fish, wood & mining resource trading in north
Karnataka. The geographical location of the city is an advantage since it is
situated right in between Bangalore and Mumbai/Pune to support the major
automotive and aerospace companies. A 300 acre SEZ is being setup along
the Pune-Bangalore highway to cater to precision engineering requirements
of the global aerospace, automotive and industrial verticals. The
From past Two decades Hotel Niyaaz has been serving its customers
with excellent service and delighting experience, When Niyaaz started its
journey initially there was hardly any space to accommodate its customers
at the time of full house, there were only basic decoration like tables and
benches in the hotel.
But as the time passed the consistency in the service and taste made
Niyaaz a popular name in Belgaum, People not only from city but also from
the other urban areas started to step-in into the hotel expecting the quality
and service they have heard of, and no doubt they step-out with superfluous
experience with the same quality and service in which Niyaaz has the
proficiency.
In the year 1997 a gigantic stride was taken by Mr. Irshad Soudagar
Managing Partner of Niyaaz Hotels by coming with a innovative concepts to
upgrade the business not only in-house but also in making the Niyaaz hotel a
well known brand around North Karnataka and near-by state borders like
Goa and Maharashtra . Apart from conventional menus Niyaaz Hotels started
to provide Multi cuisine menus, but with the same quality and service with
utmost care and mollycoddle. New deluxe rooms were introduced by giving
it a special look which attracted the high-end customers around Belgaum.
Special trained waiters were appointed to serve these classes of customers.
In deluxe section 10 table seating capacity been provided. To decorated this
section high quality material been used with the same quality of food and
swift service which is the aim of Niyaaz Hotels. People around Belgaum
appreciated these concepts and within a short span of time Niyaaz Hotels
became one of the recognized and well known Hotels.
Management Hierarchy
MD
Take Away
Hotel
Niyaaz
Hotel Niyaaz
Power &
Administrative Dept Stores Service Security Meals on Wheels
Maintenance
General
A/C
Accounts Dept Audit Dept IT Dept Inventory General Family
Non A/C
Darshini (Token)
Kitchen
Hotel Niyaaz
Hotel Niyaaz
Take Away
Help Desk
section
communicate with other department and convey the queries the top
management of both the customers and internal employees.
Department
Supervisor
Assistant
Supervisor
Dispatcher
DISPATCH
SEC HAND IT CUSTOMER
OVER TO ENTERS
CUST ON AND ORDER
RECEIPT OF A DISH
CASH PAID (MENU)
TOKEN
ORDER
THE TAKER PASS
PROCESSED THE ORDER
ORDER IS &
SHIFTED TO GENERATE
DISPATCH KOT
SEC (KITCHEN&C
US)TOMER)
THE KOT
THE
GIVEN TO
GENERATED
CUST NEED
KOT IS
TO
PASSED TO
CONVERTED
KITCHEN
TO CASH
FOR
PAID
PROCESS
RECEIPT
1) Sales Man:- They motivates the guest to spread more as the hotel
facilities.
2) Problems Solvers:- Guest in variably approach Front Office for the help in
case they hence problem or a complaint. A staff has to be diplomats and
resources to solve the problem at the shortest possible time.
3) Reference Point:- Guest into wants information or wants to pass all
information use front office for this purpose.
4) Co-Ordination:- Since they are reference point the F.O Asst. are request to
co-ordinate with other departments.
5) Image Building:- as on extension to these solve role F.O staff can
definitely generate a good image for the establishment in their manner of
dressed, communicates personnel conduct and efficiency.
Attributes:
1) Personal Growing:- They should have high sense as personnel growing,
uniform should be neat and cleanly presses. Hair should be well groomed. It
is presumable for to tie and hair up in a bus. Nail should be manipulates.
2) Personal Hygiene:- This is important to F.O Personal as there are
constantly expose to the hotel guest clean appearance help to object guest
image not only for themselves but for the Hotel as well.
3) Communication Skill:- It must be correct and clear. It is perforate that
F.o no more than one language it helps is communication with guest who
does not understand or cannot speak local language.
4) Quick Decision maintains ability:- Guest after approach the F.O with
problems and request. F.O staff must be able to decide quickly a course as
action that satisfactory the guest and at the same time keeping the interest
of the Hotel online.
7) Telephone
STORE DEPARTMENT
The most expense generating corner of the hotel business is store
department, because the materials used to process food is purchased and
stored in the store department. Handful amount of money is spent in
purchase of raw materials and the equipments to store those materials.
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 Hotel Niyaaz is situated at easy accessible area, which is convenient for
staff as well as suppliers.
Store manager
Computer
Asst. Supervisor
operator
4. Stand 3
5. Telephone 1
6. Packing machine 1
Register maintained in store department
• Purchase order
• Food and beverage indent form
• General order
• Log book
• Stock taking register
• Stock book
• Invoice book
• Requisition form file
Receiving:-
• Daily receiving register
• Delivery form record
KITCHEN ORGANIZATION:-
Refers to how people work within the kitchen food slow. Essential
organization is
critical to any business.
Executive Supervisor:-
His work into…………
1) Organize the kitchen
2) Compiles the mess
3) Order the food stuff
4) Show the required persist
5) To engage the staff
6) To supervise the kitchen
PRINCIPLES OF FOOD PRODUCTION:-
1) Planning of work and its distribution
2) Minimum time lapse between proportion and service
3) Adhesive to standards
4) Proper storage and recycling of food
Stewardin Main
g Planning
Purchasin
Serving g
Cooking Storing
Processin
Issuing
g
Preparing
Dispatch of
processed Day
food on
receipt of planning
KOT
Preparing
requisition
sheet for
Processing required
the food items
After
receiving Issuing the
the items, requisition
distributing sheet to
them on the stores
the
preference
basis
1. Selecting the menu items, taking into account the past popular dishes
2. Ability to reuse any food which been not used in the previous day
3. Estimating the requirements of raw materials
4. Communicating the same with the store department to purchase
5. To inspect the material quality (fresh meat, poultry, fish, fruits,
vegetables
KITCHEN EQUIPMENT:-
Kitchen equipments and food are necessary to enable various and
specialized task to be performed smoothly in a specific period times.
Therefore it’s important to have knowledge of care and upkeep of kitchen
equipment. While selectively a piece of equipment certain factors have to be
kept in mind which are as follows:-
1. Construction of equipment
2. Capacity
3. Price of equipment
4. No. of use of equipment
5. Noise caused by equipment
6. Drainage system
7. Availability of spare parts
8. Fuel supply
9. Maintenance of equipments
10. Weight in relation of movement and capacity of kitchen.
11. Easy to use
12. Over all size in relation to space and work floor.
13. Time construction
There are lot of large and small size of equipments are used in kitchen
(Hotel Niyaaz), following are as follows.
1) Large Equipments:-
A)Heat Generating:-
1. Three in one stove
2. Traditional cooking fragment
B)Cooling equipments:-
1. Water coolers
2. Refrigerators
3. Ice-making machines
2. Chef knifes
3. Steel knives
4. Choppers
5. Aluminum utensils
6. Chopper utensils
7. Stainless steel utensils
2) Mechanical Equipments:-
1. Dish washing equipment
2. Sealing machine
3. Choppers
4. Mixer, grinder, beater
5. Kima grinder
3) Storage Equipments:-
Pot rack
Storage racks.
Service section
In Hotel Niyaaz there are mainly three (3) service areas to serve
customers.
1. General
• Darshini
• General
• General Family
2. Non A/C (Deluxe)
3. A/C
GENERAL
Sitting capacity
• Darshini - (Accommodate-78)
This section is introduced to serve those class of customers
who are large in numbers and most of them are frequent
travelers and in rush to have food and get back soon.
The system followed here is very simple, as soon as the
customer enters the hotel he need to give a food order and
in exchange of bill amount he need to collect the token,
and the same must be given to the waiter in exchange of
food ordered. This system is implemented to have a
systematic flow of crowd.
Process
• General - (Accommodate-70)
This section is one of the traditional one where most of the
people come sit and have food, there is no such procedure
followed as in the Darshini section (token system), this is
because of the number of people step-in. In Hotel Niyaaz
General section is also maintained by the manager who is
responsible for the Darshini and general family section.
• General family - (Accommodate-38)
This section is located by the entrance of the hotel, having
the capacity to accommodate 38 people in full house. The
coordination between this section and other two section is
very smooth, and the allocation of the manpower between
these section is done diligently.
Deluxe
This section is the most step-in section in Hotel Niyaaz. The service
provided in this section is the same what is provided in other sections but
the procedure or system what is followed in the general section as Darshini
is not been followed here, and there are waiters (server) are been assigned
to the specific tables and only those specific servers are authorized to attain
the customers who occupy those seats. The ambience provided to this
particular section is so stimulating towards the kitchen and the food cooked
in Hotel Niyaaz, that the customer will come to know what utmost care is
taken to prepare the ordered food. This is all done by hanging some of the
animated photo frames on the walls showing the animation gestures to
prepare food etc,. This also helps the management to keep the customer
busy in having an glance on those photos, so that if any delay take place
that can be covered in that time taken by customer to view those pictures.
The customers in this section are provided with separate wash rooms
to fresh-n-up, and been also provided with waiting space in case of any
delay or no convenient space to sit at the time of full house. There are
nearly eight (8) fans to spread fresh air and to make customers feel like
home.
In Hotel Niyaaz the manager assigned to this deluxe section is the one
who also handles the A/C section; this is done because of the size of these
sections. But the server and the asst. servers are separate to deluxe and a/c
section to facilitate the flow of customers.
A/C
This section is most talked in Hotel Niyaaz because of its look and
service provided in here, this section is specially introduced to attract those
class of customers who were early untapped because of the specific category
was not introduced in Hotel Niyaaz. To attract this category of people this
section is equipped with high-end air-conditioners and special trained servers
with full dress code, who been trained to attain these class of customers. In
Belgaum there is no hotel especially in non-veg category which is enabled
with such sort of specific space provided to accommodate high-end
customers. To accommodate the customers there is every sort of table
depending upon the size of family step-in into this section. The ambience
given to this section is so invigorating that the customer feels like home,
there are no high light or bright colors used to decorate this section, the light
and colors used are very light in looks and really have an impact on
customers mind to gain clam and fresh. The materials employed to decorate
this section is of high quality and been manufacture by one of the finest
carpenters around the city of Belgaum.
This section can easily accommodate around 60 customers in full
house, without any chaos and misplacement; to monitor such misplacement
the management has installed CCTV’s around the restaurants to monitor any
uncertain incidents. But there is no such camera in A/C section because
Hotel Niyaaz respects the privacy of the customers.
Manager’s
Captain
Line Manager
Waiters
Asst. Waiters
Utility
House Keeping
6. They schedule work hours, making sure that enough workers are
present to cover each shift. If employees are unable to work,
managers may have to call in alternates to cover for them or fill
in themselves.
Housekeeping department
Floor area:
This area refers to those which come under service area and other
departments which are inter-connected to each other. There is a shift
procedure followed by the housekeeping department so that no
misplacement should take place and there shall be a continuous work going
on of up keeping the toil of maintenance throughout the other departments.
In morning the housekeeping staff cleans the entire restaurant
including all the departments and other areas of restaurants. The duty of
floor area housekeeping staff is to maintain the service area clean and
hygienic.
Kitchens area cleaning procedure
The kitchen area floor is thoroughly cleaned several times during the day. It
is usually dust before and after of Initial timings. First the kitchen is sprinkled
by soap solution. This spread the entire floor with a scrubber. The floor is the
out mopped and subsequently dry mopped. At night all worth areas in the
kitchens are thoroughly cleaned and disinfected. Like wise each and every
department is taken into consideration.
Public area:
This section of housekeeping staff is mainly there to keep the area
clean where most of the crowd pass through, this section of staff is always in
the action in Hotel Niyaaz for every 20 minutes not less then four (4) staff
from housekeeping starts cleaning the floor, this sort of maintenance is no
where seen in any other restaurants in entire Belgaum.
Functions of HRD:
1) To give the employees an understanding of the job and responsibilities
2) Appraisal their performance
3) Recruitment and placement of staff and also the discipline maintenance
as staff while at work.
4) Solving problems and guidelines of staff handling transfer promotion and
dismissal of staff.
Security Department
Accountants: - help to ensure that firms are run efficiently, public records
kept accurately, and taxes paid properly and on time. They analyze and
communicate financial information to the organization and local
governments. Beyond carrying out the fundamental tasks of the occupation
—providing information to organization by preparing, analyzing, and
verifying financial documents—many accountants also offer budget analysis,
financial and investment planning, and limited legal services.
• To control the budgets and maintain the Accounts books of records for
budgetary control.
• To pass all the bills of expenditure after proper scrutiny and exercising
all the checks.
• Accounts payable
• Accounts receivable
• Budgeting and forecasting
In Hotel Niyaaz there will be continues work will be going on even after
the restaurant is closed for the day, the back hand operations will be in
action the next day food ingredients production like spices, curd, butter and
many other ingredients which are used in the food preparation. The staff
allocated to this process is specifically assigned for the preparation of these
products; the process will be in action for the whole night.
Meals on Wheels
This was one of the unique concept introduced from the house of Hotel
Niyaaz, taking into consideration the immense demand by the customers.
This concept was started to render service to those class of customers who
are unable to actually come sit and have food in the restaurant that may be
cause of the time constraint or any personal dilemma. The time it was
introduced it was the only one in its own to provide service to the remote
areas where customers were residing.
Initially it was started with very less man power and vehicles but later
looking up to it enormous demand, management thought to increase the
manpower and vehicles and now the situation has arisen to such an extent
that there are ten (10) vehicles to support the transportation and nearly
fifteen (15) employees working late night to bestow the customer’s order
with the same energy and smile.
In Meals on Wheels the customer’s satisfaction is prime motto, and to
prove this customer complaints are taken into consideration and it is solved
within the span of time. A chart system is followed to make a record for any
customer complaints and compliments
Customers
call back
Customer
with
complaints
contented
tone
Interaction
between Registered
staff and in the book
customer
Staff sent
to the
customer Analyzing
with the root
flowers or cause
customized
delivery Identifying
the staff
who is
responsible
2. At the time when housekeeping staff starts the process of cleaning the
public area there is no proper care taken in case of wet floor, it could
cause a major accident.
Solution:- There should be some sign board be shown at the time of
cleaning pubic area, so that guest coming inn will be aware of the
process.
Declaration
The project I have prepared lists all the operational departments as the
“NIYAAZ
HOTEL”, BELGAUM where I undertook the live project. I have made an
attempt to compile the various information of different departments and also
tried to show how the processes take place in each department at the best of
my knowledge, I had seen in the hotel.
The project has particularly explained the various function and
procedures as different department at the NIYAAZ HOTEL. The Niyaaz Hotel,
Belgaum is running, reasonably well and has a good share of business in
entire Belgaum city and around borders of Karnataka. Niyaaz being one of
the leading hotels around Belgaum should be aware as the latest trends and
should set example for other hotels. The area which where important and
emphasized were:-
1) The purpose and systems of each department
2) The department hierarchy
3) The various components of the department
The main objective as this study was to analyze the system, procedures
functions and the operative aspect of the departments of Niyaaz Hotel. 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 and profitable establishment called a “Hotel Niyaaz”.