INDUSTRIAL TRAINING REPORT

TAJ SANTACRUZ MUMBAI

BY

Karan Tiwari

OF

II Year, B.sc. in Hospitality & Hotel Administration

Summer Batch

NCHMCT Roll No. 1********

Semester III
Batch 2018-2021

Institute of Hotel Management, Catering Technology and

Applied Nutrition, Mumbai
 ACKNOWLEDGEMENT

I attribute my sincere thanks to our institute, Institute of Hotel Management, Mumbai, Taj
Santacruz for providing me this big platform to experience the valued training of hospitality
sector.

I would also like to thanks Mr. Nikhil Mujumdar and Ms. Mudita Singh for their constant
support throughout my training. I am very grateful to them for their involvement and teaching
different facets of hospitality sector. I would also like to thanks my beloved parents and
friends for their utmost assistance during my internship.

I would also like to express my sincere gratitude towards the entire staff for their immense
support, continuous guidance and impartation of their valuable knowledge which made this
internship successful.
INDEX
 INTRODUCTION TO THE TAJ GROUP OF HOTELS

The Indian Hotels and Company Limited (IHCL) and its subsidiaries are collectively known
as Taj Hotels Resorts and Palaces and is recognized as on of the Asia’s largest and finest
hotel company Incorporated by the founder of the TATA Group, Mr. Jamsetji N. Tata, the
company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a
symbol of Indian hospitality completed its centenary year in 2003.
As of 2015, Taj group operates 108 hotels across India and 17 hotels in UK, USA, Africa,
Maldives, Malaysia, Bhutan, Sri Lanka and the middle East and employed over 13000 people
in the year 2010. Taj group also owns a few private islands.
Spanning the length and breadth of the country, gracing important industrial towns and cities,
beaches, hill stations, historical and pilgrim centres and wildlife destinations, each Taj hotel
offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern
amenities and business facilities.
IHCL operate in the luxury, premium, mid-market and value segments of the market through
the following :

 TAJ
(luxury full-service hotels, resorts and palaces) is our flagship brand for the world’s most
discerning travellers seeking authentic experiences given that luxury is a way of life to
which they are accustomed. Spanning world-renowned landmarks, modern business
hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj
hotel reinterprets the tradition of hospitality in a refreshingly modern way to create
unique experiences and lifelong memories.
Taj also encompasses a unique set of iconic properties rooted in history and tradition that
deliver truly unforgettable experiences. A collection of outstanding properties with strong
heritage as hotels or palaces which offer something more than great physical product and
exceptional services, this group is defined by the emotional and unique equity of its
iconic properties that are authentic, non-replicable with great potential to create memories
and stories.

 VIVANTA
Vivanta by Taj hotel and resorts span options for the work-hard-play-hard traveller
across metropolitan cities, other commercially important centres as well as some of
the best-loved vacation spots. Stylish and sophisticated, Vivanta by Taj delivers
premium hotel experiences with imagination, energy and efficiency. It’s the flavour of
 contemporary luxury, laced with cool informality and the charming Taj hospitality.
Created for the cosmopolitan global traveller and bon vivant, Vivanta by Taj hotels
and resorts create experiences that will amuse, invigorate and inspire you. Vivanta
revels in a spirit that presents the normal with a unexpected twist. Experiences which
make you pause and appreciate the hidden beauty in life. It challenges your
expectations of a hotel and unfolds multiple layers of delight. Innovative cuisine
concepts, the smart use of technology and the challenge to constantly engage,
energize, and relax you all ass up to make Vivanta by Taj the new signature in
hospitality.

 SELEQTIONS
Immersive Experiences for the Travel Connoisseur

Presenting SeleQtions, a hand-picked portfolio of hotels and resorts offering a

authentic and unforgettable stays and experiences.

Spanning signature city hotels and extraordinary leisure resorts, IHCL’s named
collection of hotels are uniquely chosen for travellers who seek unforgettable stories.
Feel the solitude of great open spaces, get a whiff of age old traditions or re-discover
a metropolis you thought you knew everything about; a seleQtions stay is as exclusive
and personal as it gets.

 GINGER
Ginger (economy hotels) is IHCL’s revolutionary concept in hospitality for the value
segment. Intelligently designed facilities, consistence and affordability are hallmarks
of this brand targeted at travellers who value simplicity and self-service.

Taj hotels resorts and palaces is committed to replicate its domestic success onto
international shores with plans to build and international network of luxury hotels,
which will provide an exemplary product-service combination and in the process
create a global brand. The current international portfolio includes luxury hotels in the
Indian ocean, business and resort destinations in the Middle East and Africa, serviced
apartments in the UK, the first hotel in Australia and three top-end luxury hotel in the
USA.

Throughout the company’s expansion, its mandate has been twofold: to infuse a sense
of Indian heritage and culture within each diverse property, while also anticipating the
needs and desires of the sophisticated traveller. Over the years, the Taj has won
international acclaim for its quality hotels and its excellence in business facilities,
services, cuisine and interiors.
 The Taj strengthened its presence in the Indian ocean rim with the erotica brand. The
Taj exotica was evolved as a part of Taj hotels resorts and palaces intent to position it
as a brand that is clearly differentiated by its product philosophy and service design.
The Taj exotica resorts and spa, in Maldives is centred in high-end accommodation,
intimacy and an environment that allows its guest’s unrivalled comfort and privacy.

Taj hotels further expanded its global footprint by securing management contracts at
Palm island, Jumeirah in Dubai, Saraya islands in Ras Al Khaimah, Aldar group in
Abu Dhabi, UAE Langkawi in Malaysia and Thimphu in Bhutan. The most
significant additions to the portfolio have been the Pierre, the iconic landmark hotel
on New York’s Fifth avenue, Taj Boston and Blue, Sydney.

The presence of Taj hotels resorts and palaces internationally has been developed
through a network of Taj regional sales and PR offices in the UK, France Germany,
Italy, Dubai, Singapore, Australia, Japan, Russia and United States Of America.

At the Taj hotels resorts and palaces luxurious living and fine dining find common
ground. Whether it is introducing exotic world cuisines to India or taking authentic
Indian fare to the world, the Taj hotels resorts and palaces is renowned for the electric
culinary experiences it brings to its guests. Through a vast repertoire of award-
winning restaurants, legendary recipes from royal kitchens and celebrated food
festivals, the Taj has pioneered innovation in fine dining across the world.

 JIVA SPA
The Taj hotels also promises a whole new experience of tranquillity and total
‘wellness’ through Jiva Spas a unique concept, which brings together the wisdom and
the heritage of the Asian and the Indian philosophy of wellness and well-being.
Rooted in ancient Indian healing knowledge, Jiva spas derive inspiration and spirit
from the holistic concept of living. There is a rich basket of fresh and unique
experiences under the Jiva spa umbrella of offering, Yoga and Meditation, mastered
and disseminated by accomplished practitioners, authentic Ayurvedic, and unique Taj
signatures treatments. Royal tradition of wellness in service experiences, holistic
treatment involving body therapies, enlivening and meaningful rituals and ceremonies
and unique natural products blended by hand, come together to offer a truly calming
experience.

 TAJ SATS Air Catering LTD

IHCL also operates Taj SATS Air Catering LTD, the largest airline catering service in
South Asia, as a joint venture with SATS formerly known as Singapore Airport
Terminal Services.
 TAJ KHAZANA
Taj Khazana is a chain of luxury lifestyle stores that are located across India, in many
cities including, Mumbai, Delhi, Kolkata, Bangalore, Hyderabad, Chennai and Goa,
in selected Taj hotels.

An India boutique with a global appeal, Taj Khazana is an ovation to the boundless
creative talent of Indian artisans and craftsmen.

Taj Khazana showcases and stocks artefacts and collectibles created by master
craftsmen of India and also have s selection of garments, stoles, accessories, shawls
from handpicked Indian designers. The collection includes Revival of the works of
artisans, be it textiles or art forms in paper, metal, wood, marble or iron.

The Taj Khazana stores exude discrete luxury and each store has been exquisitely
decorated to reflect, enhance and celebrate the cultural history of various cities and
regions across the country. The literal meaning of Khazana is treasure or treasure
trove and indeed this is reflected in the eclectic array of carefully chosen products.

 Indian Institute of Hotel Management, Aurangabad

Additionally, it operates the Indian Institute of Hotel Management, Aurangabad since
1993. The institute offers a Four-year diploma, designed with the help of international
faculty and has affiliations with several American and European programmes.

 Corporate Sustainability and Social Responsibility

As a part of Tata; India’s premier business house; we Taj hotels, have always believed
in society and environment being the integral stakeholders in our business along with
our shareholders, customers, vendors and others. Over the last decade, the movement
towards ecological sound tourism has gained urgency and importance across the globe
and we recognize that responsible practices in vogue are as diverse as the
geographies.

Taj promote corporate citizenship through our strategic public-private partnerships

which encourage building livelihoods of less-advantaged youth and women. The
causes Taj promote include reducing malnutrition, promoting indigenous artisans and
craftsmen and enhancing employability of identified target groups by sharing our core
competencies as a leading hospitality company, we encourage training and
development of differently abled youth.

Taj have the unique scope and opportunity to develop raw potential into a skilled
workforce that is immediately employable by various players in the industry. A
 majority of our communication projects are focused around extending our key
strengths in food production, kitchen management, housekeeping, customer service
and spas to promote economic empowerment of candidates from vulnerable socio-
economic backgrounds. They are fully committed to the cause of building a
sustainable environment by reducing the impact of our daily operations on the
environment and improving operational efficiencies, resource conservation, reuse and
recycling of key resources.

The “Communication on Progress 2011-12” is an update on the impact of various

initiative undertaken by the company in social and environmental fronts. This year
again the report received an A+ rating, by external assurance provider – KPMG for
the 3rd consecutive year, further propelling to rededicate our commitment to the
Sustainability journey. They believe in continuous learning and sharing and would be
delighted to have the thoughts and suggestions.

 EARTH
In an endeavour to reinstate its vision and efforts to boost sustainable tourism, Taj
hotels resorts and palaces presented EARTH (Environment Awareness and Renewal
at Taj Hotels) this year. Implementing schemes such as the Gangotri Glacier Clean-
Up Expedition, as well as designated Earth rooms, which minimise environmental
impact, Taj is one of the Asia’s largest group of hotels to commit energy conservation
and environmental management. EARTH has received certification from green globe,
the only worldwide environmental certification programme for travel and tourism.

The Taj began a century ago with a single landmark – The Taj Mahal Palace Hotel,
Mumbai. Today the various Taj hotels, in all their variety and historical richness are
recognised internationally as the symbols of true Indian hospitality. The company’s
history is integral to India’s emergence into the global business and leisure travel
community; and looking to the future, Taj hotels resorts and palaces is well positioned
to meet the increase in travel activity with the rapid expansion of the Indian economy.
 TAJ SANTACRUZ

Taj Santacruz, Mumbai is Mumbai’s newest landmark – a stylish, contemporary luxury five
star hotel, basking in an enviable location that serves both North and Central Mumbai.

Featuring spacious hotel rooms, an array of dining options, sophisticated Meeting facilities,
Health Club, Gymnasium, Pool, Jiva Spa and Kromakay salon, the hotel offers ultimate in
comfort and luxury.

 Largest rooms in the city(580 sq.ft)

 Taj Club rooms with personalized butlers
 Over 15000 sq.ft of conference, event and meeting space
 F & B hub with an All Day Dining restaurant, a lounge bar and two specialty
restaurants that serves Chinese and Mediterranean
 Jiva Spa, Health Club and Kromakay Salon
 Car Plaza and exclusive retail spaces located within the hotel

The hotel is centrally Located and is only –

 10 minutes to Andheri commercial hub
 20 minutes from the financial hub of Bandra Kurla Complex
 10 minutes from the International airport terminal with convenient access to the
domestic terminal

The hotels Architects and Designers are as follows –

 Architect: Hafeez Contractor, Mumbai, India
 Interior: Jeffrey A. Wilkes Designwilkes, Malaysia
 Landscape: Ravindra Punde Design Cell Bangalore, India

 Lighting: Anthony CorbettAssociates, UK

 Lighting: International Lighting Design California, USA

The USP of the rooms are as follows –

 Largest rooms in the city (580sq.ft.) provide complete comfort.
 The design features include timber flooring, etched back painted glass & cushioned
bench windows, all customised to define the sophisticated tone of these luxury rooms.
 State-of-the-art technologies including High Speed uninterrupted Internet.
  40 inch LED screen television adds a contemporary touch to the rooms.

The USP of Tiqri (All Day Dining) restaurant is as follows –

 It is a 60 Cover restaurant
 It also has a Bar with 60 covers
 Fresh cooked to order Global Food
 Exclusive selection of Teas and Coffee
 The menu features non-vegetarian and vegetarian grilled specialities
 A colossal ‘Tree of life’ mural
 Natural light through the ceiling which converts into theatrical lighting in the
evenings
 Atrium construction
 Island buffet for lunch and dinner
 Cuisine: Multi Cuisine, Speciality – serves Amchi Mumbai Food

The USP of Tiqri lounge and Bar is a follows –

 Different variety of craft beers and exclusive selection of tap beers
 Signature homemade cocktails
 Exclusive Champagne and vodka bar
 Shared snack platters along with tasting portions

The USP of Rivea (Speciality Restaurant) is as follows –

 It is a 60 cover restaurant.
 Rivea style Mediterranean food from south of France to North of Italy and Spain
 Small tasting portions gives guests the choice to try different meals, cooking style and
flavours
 Exclusive range of 60 wine labels from France, Spain and Italy.
 Interactive show kitchen
 Luxurious indulgence in a contemporary styling that is unpretentious yet elegant and
served in an environment of homely warmth and delightful ambience

Orientation Of Rivea:
Inspired by Riviera cuisine, Rivea offers a Private Dining area and Enoteca(Wine Library)
The interiors are done up very elegantly with Lasvit Chandeliers and the wall on the right is
made with broken glass in order to give a Mediterranean and coastal ambience and feel. A
Mediterranean influence brings recipes with hot spices and sea foods. Because of the
mountainous country without rich farmlands and herds of daily cattle, Provencal cooking
uses very little mil and goat cheese and predominant use of garlic, olive oil and leitmotif and
abundant herbes de Provence (rosemary, sage, marjoram, organ, thyme, invariable
proportions) as they are grown abundantly in such areas

As the area is known for their wines and include some of the finest vintages of Provence’s,
Rives keeping up that tradition has 120 labels to offer our guests which include some of the
best wines in the world

The USP of China INC (Speciality Restaurant) is a follows –

 China INC is a 70 cover restaurant
 It serves Cantonese and Sichuan cuisine
 It takes pride int being the first Schezwan Chinese Speciality Restaurant in North
Mumbai
 Specialty chef makes both contemporary and traditional Dimsums
 Beautiful Dragon shaped Chandelier in China INC are from Lasvit, Czech Republic to
foster positive energy
 There are two identical private dining rooms, facing each other like mirror with a
capacity of 10 persons each
 Over 40 years of legacy of Golden Dragon from Taj Mahal, Mumbai to North
Mumbai
 PDR for private meetings and celebration dinners
 Artisan style of serving Chinese Tea from traditional Canton pour

Orientation Of China INC:

China INC serves Cantonese and Sichuan Cuisine, interiors are done up in a very classy
manner with a dragon chandelier which fosters positive energy. Apart from serving a live
dimsum kitchen which is the focal point of the restaurant, the menu also offers a wide
selection of Chinese Teas to offer our guests.

TAJ Club rooms and TAJ Club Lounge –

There are 28 Taj Club rooms with an area of 580 sq.ft. These elegantly styled rooms offers a
range of benefits, carefully chosen to make each stay comfortable and effortlessly enjoyable.
These rooms are designed to meet the needs of international business traveller.
Feature of TAJ Club Lounge –
 Complimentary Transfer from the Airport to the hotel
 Welcome drink on arrival
 Daily Continental breakfast
 Complimentary use of the Club Meeting Room for two hours
 Two pieces of garments for ironing per stay
 WI-FI services for resident guests
 Daily evening cocktails at the Taj Club Lounge featuring a selection of carefully
crafted petit fours and hors d’oerves
 Access to fully equipped fitness centre with steam, sauna and jacuzzi facilities
 Round the clock valet services
 In room electronic services
 Choice of newspaper
 Exclusive check-in and check-out facilities
 JIVA Spa

Jiva means an alcohol and smoke free environment. The spa consist of four single treatment
rooms. The spa also boasts of an outdoor swimming pool with large deck area and a unisex
gymnasiums. Signature spaces include a large dawn, dedicated wet areas with steam, sauna,
chilli showers and separate change areas for men and women with lockers and shower
facilities. The spa also provides robes, towels, slippers and other personal amenities
Timing:
 Spa Daily 0800 Hours
 Swimming pool and wet areas: Daily 0700 Hours – 2200 Hours
 Gymnasium: Open 24 Hours

JIVA Spa offers

SIGNATURE EXPERIENCES

A. Trupti [ contentment ]
This experience begins with our Indian head massage to relax and improve circulation
and ease sore tired neck muscles. The massage is done with rich essential oils to de
stress and calm your body, allowing cares and tension to dissolve, it also involves a
massage on the soles of your feet to create a profoundly relaxing experience and you
can complete this treatment with a nourishing beverage. Duration; 120 minutes.

B. Jivaniya [ invigorate]
An energizing treatment to relieve muscular tension and improve blood circulation.
This treatment includes and exfoliating herbal scrub of exotic spices and herbs from the
hills of India, a heat – stimulating wrap, followed by a revitalizing massage. Duration
– 120 minutes

C. Shudhikara [ detoxifying]
A unique combination of therapies used to purify the system. A drainage massage, a
wholesome cleansing scrub and a plantain leaf wrap will leave you with a feeling of
lightness. Duration 120 minutes
D. Pehalwan Malish [ warrior massage]
Experience this traditional vigorous massage with either our signature aromatherapy oil
or mustard oil, which is extremely good for skin and relieves aching, sore and tense
muscles. Duration 90 minutes.

E. Sammardana [ Indian deep tissue massage]

A customised technique of muscle massage performed by specially – trained hands,
which works on your deep seated stress. Duration 60 minutes

F. Pada Mardana [Indian foot massage]

a sublime massage treatment performed on the soles of your feet to create a relaxing
experience. This treatment benefits the entire body by stimulating the reflex zones of
the feet. Duration 60 minutes

G. Prishta Mardana [ Back treatment]

This treatment has been created to eliminate the tension and bring relief through an
ultimate back and shoulder massage. Our treatment includes deep cleansing,
exfoliating, steam and the application of herbal mask. This kind of treatment is ideal
for sore backs. Duration 60 minutes

H. Champi [ Indian head massage]

This invigorating treatment is believed to promote hair growth, restore the natural shine
and glossiness of the hair fibre.

Our signature blend of traditional ingredients such as amla, brahmi, jatamansi, curry
leaves and neem are known to propagate long lasting and enriching benefits.
This massage releases muscular tension from the head, neck, shoulders, creating a deep
sense of relaxation and joy. Duration 45 minutes
 BANQUETS

IMPERIAL ROOM
 It is located on Level one with an area of 2600sq.ft. with a maximum space and
capacity of 300 persons. Ideal location for cocktails, classroom, theatre, and
boardroom seating

GRAND BALL ROOM

 Located on ground level with an area of 4500sq.ft. and a maximum capacity of 650
persons. Ideal location for cocktails, classroom, theatre, and boardroom meeting.

 Choice of exclusive indoor and outdoor locations within the hotel for exhibitions,
events and conferences with easy access to the Grand Ballroom

BUSINESS CENTRE
The business centre is opened for 24 hours. It has four meeting rooms which are as follows –

 Magna – Located on Level one with an area of 258sq.ft.

 Aristo – Located on Level one with an area of 376sq.ft.

 Zenith – Located on Level one with an area of 635sq.ft.

 Maxis – Located on Level one with an area of 941sq.ft.

GRAND LOBBY OF TAJ SANTACRUZ

The name of the chandelier in the lobby is Lira, which represents, the Galaxy of Stars. Thus
magnificent piece is made with 3500 hand blown glasses by Ahura and is designed by Dino
Antonello from Italy. The Aquarium in the lobby is believed to bring positive energy. It
comprises of 35bvarieties of fishes all brought from Malaysia and totally they are 72 in
number. There is also a Twin Assortment of Golden Globe from Roberto Cavali
 CONVENTION FACILITIES CAPACITIES CHART

Hall Height Length Area Cocktails Classroom Theatre Board Theatre

Name (ft) & (sq.ft.) room
Width
(ft)
Grand 20 102 X 4600 650 180 540 NA 200
Ball 45
room

The 10 74 X 37 2740 300 110 290 NA 100

Imperial
room

Magna 15 17 X 15 255 NA NA NA 06 NA

Aristo 15 25 X 15 375 NA NA NA 10 NA

Zenith 15 29 X 21 609 NA NA NA 12 NA

Maxis 15 27 X 43 1161 NA NA NA 22 NA
 SAFETY FEATURES OF THE HOTEL

Total Number of Fire Exits:

The Fire exits in the Hotel:
 Lobby [ next to #: 444 ]
 Staff Entrance [ next to #:419 ]
 Bay from LND [ opposite to #:410 ]
 Control Room [ opposite to #:433 ]
 Pool Side [ next to #438 ]

Fire exit plan – In every room of the hotel, they have put a fire exit plan so that the guest
knows the most suitable exit from their room and can escape as quick as possible. There is
assembly areas for various Emergency situation;

 Fire – At the 6th floor on extended terrace

 Earthquake – at the ground floor next to the canopy in the garden
 Bomb Threat – near to the receiving area

Safety Equipments available in all rooms in the event of fire;

Smoke and heat detectors, sprinklers and in room safe for valuables.

First Aid Boxes in the Hotel:

The first aid boxes are located in the following areas-

Security and Concierge – 24 Hours available

Staff entry requirements : Photocopy, Passport/ Staff ID
Outside vendor requirements : Photocopy, ID prove, Passport Copy.
 CAR HIRE CHARGES

 The hotel needs to provide Rest/Sleeping room for the Chauffeurs, Free Laundry,
Cold Towels, Mineral Water, Latest Magazines and one operations rooms with all
outgoings to the hotel,
 The hotel needs to provide back office for the fortpoint admin staff
 The hotel needs to provide food facilities to Chauffeurs and back office staff
 Rs 750 cab be deducted per head
 Fortpoint will provide the amenities like Newspaper and Tissue box in the car
 Billing would be done every fortnight basis
 Credit period of 1 days after the submission date of invoice
 An interest of 24% will be charged annually in case of delay in payments

Car Car DOM INT 1hrs 2hrs 4hrs 8hrs Extra Extr O/S
Or Or Or Or 80 hr a Per
Categories Models TRF TRF 10 20 40 mins km km
mins Mins mins

Standard Ciazz 600 1500 1200 2400 3600 7200 650 41 41

Van Toyota 600 1500 1400 2800 4200 8400 775 49 49

Innova

Superior Altis 1000 1800 1800 3600 5400 1080 800 54 54

0

Premium Kizash 1500 2000 2000 4000 6000 1200 1000 65 65

i 0

Luxury Merc 2000 2500 2500 5000 7500 1500 1175 71 71

E 0
Class
 INDUSTRIAL TRAINING – SCHEDULE
Department Duration

 Food Production – (Tiqri Kitchen) July 01 2019 – July 19 2019

 Front Office – (Lobby and Back Office) July 20 2019 – July 27 2019

 House Keeping – (Floor and Rooms) August 28 2019 – September 12

2019

 Food & Beverage Services – (Tiqri Service) September 13 2019 –

October 03 2019

 House Keeping – (Laundry) October 04 2019 – October 18 2019

 Food Production – (Banquet Kitchen) October 19 2019 – October 25

2019
 FRONT OFFICE

Departmental scope & Responsibility:

ROLE OF FRONT OFFICE
Rooms Division comprises of a wide range of diverse operations, which share the common
aim of providing guest with the highest level of comfort, service and security.
The Front Office employees play a vital role in creation of a positive first impression of the
establishment through an ongoing rapport with guests. In addition, the front office employees
are influential in shaping the city’s perception and judgement of the hotel. The impression
which we aim to achieve is one of quick and efficient service by friendly, courteous,
informative and helpful employees. Our guest must have the feeling that they are being taken
care of by the people who are genuinely interested in their wellbeing. In order to achieve this
goal, it is imperative that all front office staff develop a strong and positive working
relationship with all other departments.
Front Office is to ensure maximum yield in terms of occupancy and room rates.
1. To ensure that state-of-the-art technology is used to its maximum potential for data
collection and administration, ensuring and efficient and complete guest service is
delivered at all times

2. To function as the control centre of the hotel, providing a 24 hour service for the
handling of all guest’s requirements.

3. To ensure effective communication with all departments in order to facilitate our

efficient service to our guests.

FRONT OFFICE – CONCEPT STATEMENT

1. LOCATION
Front Office areas include reception and cashier. These areas are located on Lobby
level

2. MANNING
It is the philosophy of the division to recruit young energetic employees who are
committed to long term career opportunities with an Taj property

3. OPERATING PHILOSOPHY
Employees will promote a work environment that encourages personalised and
friendly service

4. UNIQUE SERVICES
Guest history database
 5. HOURS OF SERVICES
The team leaders and guest service officers will be at the desk with a duty manager

6. UNIFORMS
Uniforms are selected to compliment interior design. There will not be a winter or
summer differentiation

ROOMS TOP TWENTY

CHECK-IN
Greet guest warmly, with a smile and offer assistance following our brand standards check-in
process

DATA
Provide up-to date information concerning our valued guests

SAFETY AND SECURITY

We ensure that guest feel safe and verify guest information with picture identification before
providing replacement keys or opening a guestroom door. Employees are well versed with
our fire, safety and emergency procedures.

WAKE-UP CALL
We deliver wake-up calls on time, using the native language of the guest where possible abd
a reminder call is provided five minutes after the initial call. All calls for VIPs and airline
crewmembers are personally delivered by a member of the team.

MESSAGE DELIVERY
We deliver all messages to the room within 10 minutes where voicemail is not available

CONCIERGE
We provide a highly informative, professional presentation and personalised service to our
guests.

CLEAN AND DUST FREE ROOM

We thoroughly clean each room with the correct cleaning agents and equipment. Carpets and
floors should always be well maintained and clean.
AMENITIES
The hotel uses hypo-allergenic/ecological friendly bath products. All guest rooms should
follow the brand standards with regards to amenity sizes and standard setups.

PILLOWS AND DUVETS

Hotel provide soft, light and comfortable feather down pillows and duvets. A wide range of
non-allergenic pillows are available.

LINENS AND TOWELS

Hotel replenish all linen and towels daily ensuring the replacement are fresh, well laundered
and stain free. All linen and towels are well maintained and are removed once a sign of wear
is seen.

BEDS
Hotel offer a superior top quality branded mattress in all guest rooms and follow the
specification spelled out in the information HYway. A maintenance care programme shall be
implemented to ensure that the hotel maintain optimum comfort for a good night sleep.

POWER AND LIGHTING

Hotel ensure that an individual and a well placed master switch should enable the guest to
easily control the lighting in the room.

GUEST WORK AREAS

Amenities and collateral are conveniently stored out of sight to create an organised,
professional work area.

SHOWER
Hotel feature high quality shower heads along with strong balanced water pressure in the
bathrooms. The showerheads are cleaned daily to ensure that water flow in not obstructed.

DO NOT DISTURB SIGN

Hotel staff do not enter rooms or disturb a guest requesting privacy.
COLLATERAL
Hotel provide well-presented communication materials to guest in the most efficient and
professional manner, using quality graphics, materials and printing.

IN-ROOM A/V ENTERTAINMENT

Hotel offer an extensive range of suitable Audio/Visual in Room Entertainment including
international news, business, sports, local attractions and movie channels.

CABLES AND WIRES

Hotel make certain that all noticeable cables and wire are neatly tied using quality and
appropriate coloured straps and retainers.

PEST CONTROL
Hotel ensure that s frequent and comprehensive pest control programme is carried out by a
certified vendor on a regular basis to ensure that they are always pest free.

FRONT OFFICE ORGANIZATION AND HIERARCHY OF STAFF

 Front Office Manager
 Duty Manager
 Cashier
 Guest Relation Executive
 Receptionist

1. BELL DESK
Task list
 How to assist guest with Taxi service
 How to arrange for transfers
 How to issue car dockets for parking
 How to receive car dockets to return guest cars
 How to handle baggage of a check-in FIT
 How to bring down luggage for departure FIT
 How to handle short term luggage storage
 How to handle long term storage
 How to use luggage trolley
 How to prepare for morning distribution of paper
 How to sort newspaper
 How and when to distribute newspaper
  How to handle guest request for newspaper
 How to handle guest request for medicines
 How to handle guest request for car cleaning
 How to handle ‘hold for arrival’ items
 How to deliver amenities to the rooms
 Assistance on crowd control at the bell desk
 How to answer guest queries regarding hotel facilities
 How to handle the baggage of a check-in group
 How to bring down the luggage for the departure group
 How to handle room change
Skills developed and knowledge gained:-
 Understanding the duties and responsibilities of Bell Desk
 Learnt the proper way of interacting with guests in the standard manner
 Learnt the importance of being proactive and assisting the guests with whatever they
need
 Learnt the importance of time schedule and deadlines as one has to know the
importance of being at the right place at the right time.
 Efficiency is important as one has to be very responsible while handling guest articles
 One has to be very alert while handling any kind of baggage because even the
slightest of carelessness and delay can cause major goof-ups and result in guest
inconvenience
 To escort while check-in and check-out
 Learnt how to control operations during heavy rush and how to cope up with the work
pressure
 To provide new keys and replacing keys for guests and the proper procedure for it

SPECIAL OBSERVATIONS
 No details about in-house guests are divulged and people with any such queries are
directed to the front desk
 Calls to be made to rooms should be made by house phones
 While handling over new keys to the guest, photo identification is to be checked at all
times
 Fingers are never pointed towards any direction to the guest, they should always be
escorted
 Whenever escorting guests up to the room while check-in, all the standard operating
procedures are to be followed
 There is a need for being proactive and guests should always be asked if they need
any assistance, especially at the lobby level
 2. CONCIERGE
Concierge is that division of front office which deals with guest request. Concierge
does anything and everything tat the guest asks for, but which is accepted by the legal
framework.

Task List
 Providing information about the hotel and services offered
 Providing hotel car for the local use
 Recharging of mobile phones with the desired amount
 Providing new mobile phone connections
 Providing city information and places of tourist interest along with a map and
city guide
 Keeping guest articles at the back area and tagging them.
 Organizing a city tour and preparing an itinerary for the same
 Processing guest request for medicines
 Delivering guest messages and parcels in the rooms
 Ticket booking for the guest and delivering the ticket confirmation
 Understanding the usage of all the books and formats maintained in the
department

Skills developed and knowledge gained:-

 Learnt the workflow and duties and responsibilities of Concierge
 Learnt the details of all the books and formats maintained in the department
 Learnt the usage of various software used for various tasks
 Learnt the standard behaviour code with the guests
 Learnt the telephone etiquettes to be used while talking to the guests
 Handling guest request and processing them
 Calling up guests to provide information and following-up whenever needed.

SPECIAL OBSREVATIONS
 A log book is maintained and all the information in every shift is entered in it. Tasks
to be done are carried forward and written accordingly, the staff should follow up
whether all the tasks to be done have been executed or not
 After recharging the phone, the details are entered into the “mobile recharging book”
for future reference

3. FRONT DESK
Front Desk is that division of the front office which deals with the check-in and
check-out and cashiering.
 Front Desk check-in standards:-
 Welcoming the guest
 Maintain the 15/5 rule
 Greet guest warmly as per time of the day
 Maintain eye contact
 Offer assistance
 Ask permission for proceeding further
 Use guest name at least twice
Information:
 Business card
 Passport (Foreign national)
 Departure Date and Time (Early Departure)
 Transfer request
 Billing (Settlement/Entitlements)
 Room Type Preference
 Gold Passport
 Frequent flyer program
 Room Rate confirmation
 Room Number confirmation
 Offer express check-out
 Enquire for baggage assistance

Farewell:
 Explain to the guest the direction to the room (introduce escort if applicable)
 Wish him/her a pleasant stay
 With time at hand reconfirm with the bell services whether baggage has been sent
across

Front desk Check-Out Standards:-

 Maintain the 15/5 rule
 Greet guest warmly as per time of the day
 Maintain eye contact
 Offer assistance
 Ask permission for proceeding further
 Use guest name at least twice

Information:
 Reconfirm Room Number
 Reconfirm upon last time
 Request for room keys
  Check for the baggage to be collected
 Check/reconfirm for departure transfer
 Check Minibar consumption
 Check on Electric safe
 Present the correct payable bill
 Proceed as per MOP
 Handover one copy for guest reference

Farewell:
 Thank the guest for the patronage offered
 Wish him a pleasant journey onward
 Express interest towards future visits and offer to make reservation.