Hotel Niyaaz, Belgaum

Project Report on Hotel Niyaaz

Introduction of Hotel Industry:-

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.

Hotel Industry in India:-

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Consumer foodservice continues to see robust growth with India in

2008 being mostly unaffected by the effects of the global economic
slowdown, growth in consumer foodservice was robust. Most of chain
restaurants continued to see robust expansion. With purchasing power
rising over the review period, 2008 saw a robust increase in transaction
volumes as well as value sales. The expansion of chained brands into
smaller cities and towns as well as the growing demand for premium brands
across the major cities resulted in strong growth in restaurant business in
2008.
The hospitality sector contributes 5.8 per cent to India’s GDP ($1.17
trillion in 2007). The sector is set to touch $250 billion over the next 10
years.

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

population of Belgaum shall be categorized into rural and urban so to

understand target market: Urban 1,012,691, Rural 3,201,814, and the average
age is 30+.

Adlabs Mall:- An International quality entertainment theatre. The

three stories
Adlabs Mall consisting of outlets on the ground floor, 1st floor and 2nd floor.
Adlabs mall shall be home to brands such as Levis, Woodland, Baskin Robins,
Reebok, furnishing etc.

JOURNEY OF HOTEL NIYAAZ

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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.

Taking a journey of innovation Niyaaz Hotels started with Outdoor

catering service with the name Seva Caters to serve its customers at their
convenient place; its cliental is not only in Belgaum but also in Goa and
Maharashtra.

Looking to its customer’s base and demand Niyaaz Hotels introduced a

new concept called Meals on Wheels to serve its customers at their door
step, this concept was highly appreciated and within a span of time it
became so popular that it started to serve even remote located customers.
Also take away system been introduced to serve its customers who are in
real hurry and don’t have time to sit and have food.

All these activities were executed under an aluminum shed of only

2000sqft. But in 2007 a newly constructed building with all new facilities and
technologies came into existence and there was a new-fangled experience
was provided to the customers with the same ethnic taste and service in
which Niyaaz Hotels is known for and has the proficiency for.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Management Hierarchy

MD

(Mr. Abdulsalam Soudagar)

Managing Partner Managing Partner

(Mr. Niyaaz Soudagar) (Mr. Irshad Soudagar)

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

At present Hotel Niyaaz is running its two (2) branches around

Belgaum city located in prime areas. Hotel Niyaaz is also diversified its
business by starting its own catering service with the name ‘SEVA CATERS’
which is also running successfully not only in Belgaum also in Goa and
Maharashtra.

HOTEL NIYAAZ DIVERSIFIED BUSINESSES

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Take Away

Pick n Pack Seva

2 Caters

Hotel
Niyaaz

Pick n Pack Meals on

1 Wheels

Departments in Hotel Niyaaz

There are seven (7) department in Hotel Niyaaz, each working in

coordination with each other to take up the work flow smoothly, there been
HOD’s appointed in each department to supervise in their departments. In
Hotel Niyaaz HOD’s of each department come together and plan for the day
in consent with the Management. Each HOD is responsible for any queries or
misplacement of any assets lying in his department.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

DEPARTMENT WISE STRUCTURE

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

 Address:- Opp market police station, old P.B road, Belgaum

(Karnataka) India.
 Telephone:- 0831 - 2400133

 E-Mail:- Contact @.com

 Website:-
 Ownership:-
 Managing Director: Mr. Niyaaz Soudagar & Mr. Irshad Soudagar

 Access: 05 kms from Railway Station, Opp. to bus stand

 Location Advantage: Situated in heart of the city in Belgaum district

 Maximum sitting capacity: - 300 covers

 Restaurant :-Three (3) / Cuisine:- Multi Cuisine

 Services: Meals On Wheels, Take Away, Table Service

 Payment Mode:- Cash, Debit/Credit card

FRONT OFFICE DEPARTMENT

Introduction:-
The front office of a hotel is an operating unit and is the most suitable
department as the hotel and fundamental reasons for hotel existence. In
Hotel Niyaaz ‘Take Away department performs the duty of front office by
allocating one particular assistant to assist customers to log-in dine. The
time customer enters the hotel the desk assistant assist the customers by
directing them depending on their class of needs.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Basic activities of Desk assistant in ‘Hotel Niyaaz’

• To greet and well come the customers.
• To provide information to the customers.
• To direct the customer towards the service area.
• To maintain a record of foot falls.
• To make a proper sitting arrangement while customer wait for take
away parcel.
• To handover the parcel to the respective customer.

THE FRONT OFFICE IS DIVIDED INTO FOLLOWING SECTIONS (THE

HOTEL NIYAAZ):

Hotel Niyaaz

Take Away
Help Desk
section

There are nearly ten employees allotted in this section to render

service to the customers. Each staff is assigned to a specific work to avoid
confusion and delay. All the staff is trained to handle the queries of
customers, to supervise the front staff there always been an HOD to

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

communicate with other department and convey the queries the top
management of both the customers and internal employees.

Training and development:

The training and development programme is always the first and far
most priority in Hotel Niyaaz, here they believe the urge to learn and
development must come from within the employee, that is the worthwhile
utilization of the training the development programme given in the
organization. On a specific period the training and personality development
programme is held to uplift the motivation and moral of the employees.

HIERARCHY (TAKE AWAY DEPT)

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Department
Supervisor

Assistant
Supervisor

Order Taker Cashier

Dispatcher

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

CYCLE FOR TAKE AWAY PROCEDURE

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

Qualities and attributes as front office Asst.:

Qualities:-

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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.

Duties and Responsibilities of staff in the Hotel Niyaaz:

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Front Office Manager (Take Away):-

1) Allocation of duties to the subordinates
2) Keeping the counter clean and not chaotic
3) Keeping an fair number of man power in the counter eg: Assts etc,.
4) Welcoming the guests
5) Resolve guest problem quickly, efficiently and curiously.
6) Maintain working relationship and communication with all
departments.

There is no specific department called as front office staff in Hotel Niyaaz

but the Take Away section itself performs all the duties and responsibilities
of the front office.

Duties and responsibilities of Take Away section

As shown in the above cycle Take Away section handles all the queries
of customers who are in hurry and have no time to sit and have food,
the time between the orders taken to order dispatched is maintained in
Hotel Niyaaz.
1. To generate the order into KOT
2. To pass the KOT to kitchen and other to the customer to convert
it into paid receipt
3. To make customer comfortable until the order is dispatched
4. To maintain the link between the kitchen and all sub sections
5. To maintain the records.
Front Office/Take Away section Equipments:-
1) Computers
2) Printers
4) Stationary items (Pen, papers, packing bags, etc,).
5) Cash register
6) CC TV

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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.

There are 2 type of storage:-

1) Dry storage for non perishable commodities like cereals, pulses sugar,
legumes, rice, spices, conned food, fats and oils.
2) Low temperature storage for semi perishable and perishable food.
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.

In Hotel Niyaaz store department is located in basement and occupies

an area of 600 sqft, where it is equipped with all current technologies to
store and shift the materials to their respective locations/departments. The

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

advantage in basement is the natural temperature is maintained and the

cost of storing the perishable materials is minimized.
Store department is directly linked with inventory department and
kitchen, so there is a good communication maintained between the
supervisors of each department. Token system if followed over here,
whereas the required material by the kitchen is sent through a token to the
inventory and later the inventory department checks the material availability
in the inventory and if the material is not in stock then the token is prepared
in requirement of materials and sent to the stores department.
Checking the availability of the stock the store manager prepares and
issue challen and records the vacant material into the register and in the
MMS (Material Management System).
There is no specific time followed to purchase the vacant materials, on
a required basis the purchase is made and recorded in the MMS and register.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Hierarchy in store department

Store manager

Computer
Asst. Supervisor
operator

Store keeper Assts. Helpers

Duties and responsibilities of Store manager:

1. To keep an record of the stock purchased and stock issued
2. To check the stocks while purchasing in case of any damages
3. In case of any damages, appropriate action must be taken in consent
with the concerned personnel
4. To keep the store clean and hygienic to avoid any damages
5. To stay communicate with the inventory department & kitchen
6. To implement any of these concept based on the requirement (LIFO,
HIFO, or FIFO)
7. To minimize the variable cost occurring on his department
8. To uplift the confidence of the staff and motivate them to work.

Equipment used in stores:

1. Refrigerators 3

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

2. Weigh machines 4 (Electronic)

3. Computer 1

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

Inventory and Kitchen Department

Kitchen plays a vital role in restaurant business, because it is a place

where food been processed and delivered to the end customer after adding
numerous frills. Utmost care is taken to keep the kitchen clean and hygienic
so that the food processed be safe from any unhygienic factors. Kitchen is
the lay where most the equipments are used to process the raw materials
into finished one.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

In Hotel Niyaaz Kitchen been located in such a location where it is

connected to each of service areas like General, A/c and Non-AC section to
facilitate the flow of supply and cutoff the time taken to take the order and
to deliver the same to the customers. There is continues communication
between kitchen and other front and back-office departments to facilitate the
whole process.

The process followed by kitchen supervisor in Hotel Niyaaz is simple

and easy to understand. First the day plan been made, writing down all the
requirements of the day, then the inventory been checked for any stock
retained by previous day, considering that stock remaining required material
been put on the requisition sheet and sent to the stores

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Production Flow Chart in Niyaaz Hotel:-

Stewardin Main
g Planning

Purchasin
Serving g

Cooking Storing

Processin
Issuing
g

Preparing

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Process followed by kitchen section

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

KITCHEN LAYOUT OF NIYAAZ HOTEL BELGAUM:-

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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 maximum efficiency of time and labor.

DUTIES AND RESPONSIBILITIES OF HOD (KITCHEN)

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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

KITCHEN EQUIPMENT IN NIYAAZ HOTEL, BELGAUM

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) Small and Auxiliary Equipments:

1. Plate knifes

2. Chef knifes
3. Steel knives
4. Choppers
5. Aluminum utensils

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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.

Register maintained in Kitchen:-

• Standard Receipt
• Kitchen order ticket
• Stock inventory report
• Log book
• Store requisition report
• Daily inventory report
• Standard purchase specification
• Food cost control report

Service section

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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

This section is handled by the manager who is responsible for the

upkeep of this service area. In Hotel Niyaaz the general section is
located just to the entrance to get an easy accessibility to the
customers. The sitting arrangement is been made such a way that the
section is capable to accommodate the customers even in full house,
without the chaos.

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.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Process

Customer enters restaurant

Orders the food

Exchange money with token

Exchange token with food

• 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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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.

Hierarchy in service area

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Manager’s

(General, Deluxe & A/C)

Captain

Line Manager

Waiters

Asst. Waiters

Utility

House Keeping

Duties and responsibility of the service manager

1. Food service managers are responsible for the daily operations of

restaurants and other establishments that prepare and serve
meals to customers.
2. Coordinating activities among various departments, such as
kitchen, dining room, food service managers ensure that
customers are satisfied with their dining experience.
3. In addition, they oversee the equipment and supplies and
arrange for the routine maintenance and upkeep of the
restaurant's equipment and facilities.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

4. Managers are generally responsible for all administrative and

human- resource functions of the business, including recruiting

new employees and monitoring employee performance and
training.

5. Managers oversee the training of new employees and explain the

establishment's policies and practices.

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

The housekeeping department is the most vital part of any

organization either for restaurant or any organization for that matters. It
upkeeps the organizations flow of work, which could be interrupted by any of
the un-maintained section. Housekeeping department maintain the
organization by keeping the organization clean and uphold the working
atmosphere.
In Hotel Niyaaz this department is operationally linked to the service
section (Manager Affil), it is the duty of the manager to look after the
cleaning and maintenance of each department especially the service areas.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

The duty allocation to the housekeeping staff is assigned by the manager

himself.
There are mainly two (2) categories made in housekeeping staff:
1. Floor area
2. Public area

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.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

The supervisor must supervise these following daily obligations

1) Daily supervision of cleaning public areas
2) Allocation of duties for public area as cleaning to the house men in various
shifts and areas.
3) Making maintenance complaints and follow up
4) Planning periodic cleaning schedule
5) Coordinating with contract cleaners if any
6) Check and control equipment like vacuum cleaner and other machines
etc,.
7) Making maintenance job list and follow ups
8) Responsible for equipments used in floor cleaning
9) Maintain records on cleaning supplies equipments and function etc,.

Power and Maintenance Department

It could be wrong to assume that the engineering and maintenance

department is as little significance in a hotel. This is because certain critical
area such as plant, machinery, electricity of all departments need to upkeep.
The maintenance of restaurant by up keeping all the machineries and
equipments updated and taking care of all the minor and major repairs
occurring often is taken into consideration by Power and maintenance
department. In Hotel Niyaaz this department is handled by the department
head who is responsible for upkeep of all the equipments, this department
also take care of any minor renovation or construction of any department.
The department is responsible for easy flow of work around the restaurants.
P&M department is also responsible for two another branches of Hotel Niyaaz
which falls within 0.5 km radius in Belgaum city itself, any minor or major

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

problems occurs is first communicated to this department after the

supervision of this department itself the course of action is decided and later
it is communicated to the top level management and the decision is taken as
how to rectify the problem occurred.
Purchase of tools which are necessary for the maintenance of other
equipments are first communicated to the top management and thereafter
been decided to purchase. In Hotel Niyaaz P&M department is linked with all
other departments for the smooth flow of work without any interruptions.
This department also keeps a regular check of major equipments like
refrigerators, generators, electric panels and other machineries which are
very important parts to run the restaurants apart from manpower.

Duties and responsibilities of the maintenance department

• To upkeep the utilities
• Responsible for upkeep of departmental equipments and public
areas
• Responsible for power, water, A/C etc,.
• Regular checking of major equipments like refrigerators,
generators, and other major machineries.
• Purchase of equipments if necessary.

Human Resource Department

In any organization Human resource department plays a vital role in

building the efficient manpower by training and motivating them, and also
discovering their inherent skills, knowledge and experience. Human
resource is a strategic approach to marshalling, managing and maintaining
the human capital needed to maximize organizational performance.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Human resources should be valued by estimating their contribution to

the total economic value of the firm. Thus a firm’s forecasted future
earnings are discounted to determine the firm’s present value, and a
portion of these earnings is allocated to human resources according to
their contribution.
Importance of HRD
• Reservoir of talent
• Prepare people for future
• Expand or contract
• Cut costs
• Succession planning.

Duties and responsibilities of HRD

• Appointment and Remuneration
• Induction
• Performance appraisal
• Training & development
• Payrolls
• Man Power Planning
• Company plan

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.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Security Department

In a hotel the security departments is responsible for the safety as its

resident by maintaining law and orders in the hotel. 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 minimize the risk of man made disasters and crime.
In Hotel Niyaaz security department is outsourced to private security
agency which holds the responsibility of providing the sufficient manpower to
securitize the hotel premises.
Duties and responsibilities of security department
• To guard the entrance gate of the hotel
• To oversee the crowd and manage the vehicle parking in the hotel
premises
• To maintain the daily attendance register
• To check the incoming materials
• To ensure the outgoing stock
• To ensure that no outer person is allowed by the back gate.

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.

Following areas require security:-

1) Entrance
2) Public area
3) Back gate

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

Accounts and Audit department

The basic objective of Accounts Department is to keep records of

financial transactions in an accurate, transparent and time-bound manner.
Accounts Department is also responsible for preparing accounts of the
departments on monthly basis and yearly basis which are also placed before
the organization in its meeting. The mission of preparation of monthly
accounts is to enable one to know the financial position of the organization
on a particular date.

The Accounting Department is a staff department that supports all

other departments in the hotel with regard to accounting procedures and
hotel operations. It works with these departments to provide services and
information that will assist them in operating their departments on a daily
basis.

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.

Internal auditors: - verify the effectiveness of their organization's internal

controls and check for mismanagement, waste, or fraud. They examine and
evaluate their firms' financial and information systems, management
procedures, and internal controls to ensure that records are accurate and

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

controls are adequate. They also review organization operations, evaluating

their efficiency, effectiveness, and government regulations.

In Hotel Niyaaz the accounts department is handled by only one

department head, though there are no assistant to assist him in his work that
is because of the flow of work involved in the hotel accounting process. He
is responsible for the issue of cheque to the vendors and creditors; he is
directly in commutation with the management. In Hotel Niyaaz

Duties and responsibilities of accounts & audit department

• To record/get recorded initial entries of all financial transactions in the

initial books of record and to ensure their proper maintenance.

• Preparation and submission of monthly Accounts.

• To prepare and submit the annual accounts of the organization.

• To control the budgets and maintain the Accounts books of records for
budgetary control.

• To assist Audit Party during the annual audit by Auditors

• To maintain and keep updated all the subsidiary books/registers of

accounts viz – property register, stock register, inventory register, and
other related records/registers.

• To pass all the bills of expenditure after proper scrutiny and exercising
all the checks.

• To check all the transactions of the organization vis-à-vis regularity

and propriety.

• Any other work specially assigned by the organization or the higher

authorities.

• Accounts payable

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

• Accounts receivable
• Budgeting and forecasting

VARIOUS SHIFTS AT NIYAAZ HOTEL, BELGAUM

There are various shift system followed at Hotel Niyaaz depending on

the departments and service areas. There is basically two shifts are followed
they are as follows.
Service area
First shift- 9:00am to 7:00pm
Second shift- 4:00pm to 2:00am
Kitchen
First shift – 11:00am to 4:00pm
Second shift – 8:00pm to 2:00am

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.

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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

Cyclic procedure followed to meet customer complaints

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

There is no organization without flaws and problems, so during the my

project there were some flaws which I encountered and I suggest the
management to take action in this regards

1. There is no specific accountability for the equipments used in service

area and most of the service ancillary utensils are shifted to other
service departments in case of shortage without the concern of
managers, this cause the misplacement of utensils.
Solution:- If possible there must be some mark or sign mentioned on
the utensils which shall specify to which department it allotted to.

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

Report by Rahul Kalpatri

 Hotel Niyaaz, Belgaum

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”.

Dated: (Rahul Kalpatri)

Place: Belgaum (Karnataka)

Report by Rahul Kalpatri