Radisson Blu Training Report.docx

TRAINING REPORT ON RADISSON BLU RESORT & SPA IN THE PARTIAL FULFILLMENT OF BACHELOR’S DEGREE IN HOSPITALITY STUDIES

TO SAVITRIBAI PHULE PUNE UNIVERSITY, SUBMITTED BY PRADEEP DILIP KADAM TRAINING REPORT GUIDE PROF.SHANTANU DESHPANDE COLLEGE NOVEL’S NIBR COLLEGE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY-NIGDI PUNE-411044 MARCH-2018

ACKNOWLEDGEMENT It my privilege to express my indebtedness to a number of individuals, who had helped me in number of ways in successful completion of my Training and this report. I am grateful to Mrs. Dnyaneshwar Raut [Training Manager], without whom I could have never been accessed to this industry, and to all other staff members of Radisson Blu Resort And Spa for their thought guidance, encouragement and technical and moral support Also I would like to thank my institute NIBR college of Hotel Management and prof Mr.Shantanu Deshpande(Training & Placement Co-coordinator)& prof Mr.Vaibhav Phand (principal) to whom I approached many a times, be it my problem, & in my success, & nevertheless every single of faculty members, who lead me through the hardship of the flights of stairs to the stage of success. I like to highlight the procedure of the training program of which had provided me an opportunity to enhance my technical knowledge regarding the Hospitality Industry & its workings. It also helps me in developing the spirit of professionalism, the sincerity and dedication towards my work.

LIST OF CONTENTS

SL NO.

CONTENTS

1

CHAPTER-1 PROFILE OF THE HOTEL

2

CHAPTER-2 PROFILE OF THE DEPARTMENT TRAINEED IN

3

CHAPTER-3 FORMS AND PICTURES

4

CHAPTER-4 OPERATIONS

5

CHAPTER-5 SWOT ANALYSIS

6 CONCLUSION

7 ANNEXURES

CHAPTER -1 PROFILE OF RADISSON BLU RESORT & SPA

PROFILE OF RADISSON BLU RESORT AND SPA

Carlson Hotels Worldwide - Asia Pacific has launched their premium property Radisson Resort and Spa Alibaug. Set on 16 acres of land along the banks of Veshvi Lake at Alibaug, the Radisson Resort and Spa Alibaug has 156 luxurious rooms, suites and villas. The property is approximately 108 kilometers from the Mumbai airport; it is also just 45 minutes from Gateway of India, Mumbai by sea. Radisson Resort and Spa Alibaug offer traditional Indian, Mediterranean and, coastal cuisines at their F&B outlets. The resort also offers a variety of modern resto-bars and to lure the MICE market there is a 3000 sqft conference venue, which can

accommodate up to 200 people, a fully equipped business centre and a boardroom with state of the art conference facilities.

At Alibaug Radisson hotel, enjoy delectable dining without leaving our India hotel. You'll experience fine dining at Kokum & Spice, our on-site restaurant featuring fresh, authentic Indian cuisine. For more on-site dining, Restaurant Aparanta provides Alibaug hotel guests with breakfast, lunch and dinner buffets, and a 24-hour, a-lacarte menu. Featuring Indian, Mediterranean and international cuisine, these hotel restaurants are sure to please guests of all tastes. Features: 

"APARANTA"

-

24

Hrs

dining

restaurant

serving

restaurant

serving

Mediterranean, Indian & Oriental Cuisines. 

"KOKUM

&

SPICE"-

ASpeciality

unexplored coastal cuisine in a contemporary ambience. 

"PIANO LOUNGE & BAR"



"PINNACLE" -Conferencing facility spread over 3500 Sq Ft.



"THE GREENS" - Open Lawns ideal for Cocktail dinners &

Weddings. 

"MANDARA SPA" - India's first World class Spa from Thailand

spread over 20000 sq ft. 

"RAZZMATAZZ" - In house Discotheque.



"WONDER WORLD" -The Kids Play Zone.

Facilities:

Swimming Pool Entertainment Golf. Beauty Treatment Centre. Indoor and Outdoor Games. Open Air Theatre Library Fishing Deck

The hotel has the globally acclaimed Mandara Spa operating its wellness section. Thai masseurs pamper you with holistic customized wellness therapies, aroma therapy, ayurvedic massage, panchkarma, ayurveda

therapy,

management etc.

Business Services:

detoxification,

systemic

cleaning,

lifestyle

Hotel has over 3000 sq. ft. of banqueting and conferencing space (with pre function area), board room, and a business center equipped with the most modern facilities including property wide wi-fi connectivity and video conferencing.

CHAPTER -2 PROFILE OF THE DEPARTMENTS

PROFILE OF THE FRONTOFFICE DEPARTMENT

INTRODUCTION

Regardless of the class or type of the hotel, front office is the most visible and essential focal point of a hotel. The focal point of activity within the front office is the reception desk, which is located in the front lobby of a hotel and dispenses all frontofthe-house activities of the hotel. It is thecommunication center of the hotel with great amount of guest contact. Guests interact with the hotel for the first time by interacting with the staff of the front office, and they form the first impression about the hotel based on the efficiency, competency and behavior of the front office staff. The reception desk performs the functions like the sale of rooms, guest registration, room assignments, handling of guest requests, maintenance of the guest accounts, cashiering along with handling mail and providing information. The financial tasks usually handled by the front desk personnel include receiving cash payments, handling guest folios, verifying cheques and handling foreign currency and credit cards. In this Unit, you will be familiarised with all these aspects of the front office management

DEPARTMENTAL GOALS AND OBJECTIVES

The objectives of the front office department in Traders Hotel is mainly to encourage more walk-in guests to stay at the hotel to increase the occupancy rate of the rooms. Secondly, it is also to build a proper image of the Traders Hotel to attract more guests to staying at the hotel instead of choosing others. Besides that, the mission of the front office department in Traders Hotel is to establish and maintain the standards of quality within the front office department and always strive for the best of the best. Furthermore, the front office department is always the first hotel employees to interact with the guests of the hotel. Therefore, the front office department in Traders Hotel provides an ongoing and consistent training for all hotel employees to ensure that every hotel employees will perform well in their daily routine task. Lastly, the front office department in Traders Hotel’s employees always project a sincere and friendly manners to make sure that every hotel guests will satisfy with their services provided and also always anticipating and responding to hotel guest’s needs quickly, together with a genuine for their comfort.

INTERDEPARTMENTAL CO-ORDINATION

BANQUETS MARKETING & SALES

F&B

MAINTENANCE

FRONT OFFICE

HOUSEKEEPING

CONTROLLER

SECURITY HUMAN RESOURCES

Marketing and Sales: 1.

Provide data on guest histories to marketing and sales - details

concerning each guest’s visit – to be used for marketing for marketing campaigns, develop promotions, prepare mailing labels, and select appropriate advertising media . 2. Process requests for reservations for sleeping rooms from marketing and sales. 3. Offer good first impression to the public. 4. Relay messages to marketing and sales. 5. Meet information requests of guests for meetings, seminars, and banquets. Maintenance: 1.Provide room status to maintenance2.Relay information on requests for guest room maintenance.

Housekeeping:

1. Receive housekeeping room status from each other.2. Report potential house count (a report of the number of guests registered in the hotel) to each other. 3. Relay guest requests for amenities and supplies to housekeeping. 4. Report room sales projections. 5. Relay accurate housekeeping status. 6. Relay security concerns to front office. Food and Beverage:

1. Relaying messages to food and beverage2. Record accurate information on vouchers and subsequent postings3. Reporting predicted house counts to food and beverage so that F&B can schedule employees and predict sales4. Processing requests for paidouts from food and beverage personnel5. Inter-face with point-of-sale terminals

Banquets:

1. Relay information to guests about scheduled events for banquet department2. Process payment of guest charges for scheduled events for banquet department3. Prepare daily announcement board and marquee for banquet department .

Controller: 1.Provide a daily summary of financial transactions through a wellprepared night audit for the controller2. Provide information for billing and maintenance of credit card ledgers via the PMS to each other3. Verbally communicates between the front office and controller departments as they share a common concern of guest hospitality and when there are finances concerned.

Security 1.Maintain guest security – fire safety, emergency communication systems, and routine investigation of guest security2.Alert for people who don’t belong in the lobby and impel front office staff to report inconsistencies with the security department. Human Resource Management 1. Rely upon front office staff to do initial screening of candidatesa. Distribute application formsb. Directions to personnel office. HIERACHY FRONT OFFICE DEPARTMENT FRONT OFFICE MANAGER

DUTY MANAGER

FRONT DESK

JOB DESCRIPTION

CONCIERGE

AYS

FRONT OFFICE MANAGER 1.

He is responsible for the functioning of this department

2.

He checks staff attendance , duty rosters & sanctions leave.

3.

He handles staff disputes.

4.

He deals with guest complaints.

5.

VVIP & VIPS are treated as per his specification.

6.

Introduction of new system viz. the ‘instant reservation system’

needs his consent. He grooms staff in his aspect.

DUTY MANAGER 1.

Present all the time In his desk

2.

This manager is more concerned with the rapport with guest

than any actual paper work as the front office manager. 3.

At night duty manager looks over the functioning of the

department 4.

Meeting all the guests on arrival and departure.

5.

Double – checking car pick up’s for all VIP guests.

6.

Ensures smooth group checks in co-ordination with group

coordinator. 7.

Implementation on the VIP check in procedure STARGATE.

RECEPTION

The reception operates 24*7. All the shifts besides handling check INS, registration & inquiries are required to do certain tasks as listed below :Morning shift-(07.00hrs-16.00hrs;09.00hrs-18.00hrs) 1.

Check for the house position for the & expect house position .

2.

Check for the expect arrival ,crew and group movement.

3.

The EAL breakup is done on the basis of type of check –in & time

wise i.e. at the interval of 2 hours starting from 07.00 hrs. 4.

Take handover. Check the complaint register, log book and fax

file. 5.

Check the mail on hold file. Print a vacant room report & update

it. 6.

Rooms for crew to be blocked and announced to housekeeping.

7.

Room to be blocked as per prior request in liaison with guest

relation. 8.

Registration card to be tallied with EAL & any missing

registration card to be printed. 9.

Complete handover book , logbook & prepare the morning

handover checklist. Distribution of crew sheet if any to be done.

Afternoon shift (13.00hsr-22.00hrs;15.00hrs-00.00hrs)

1.

Check for the house position for the & expect house position .

2.

Check for expected arrivals, crew & group movement.EAL

breakup is done on the basis of type of check in & time wise that is interval of 2 hours starting from 13.00 hrs. 3.

Take handover. Check the complaint register, log book and fax

file. check the mail on hold file. 4.

Follow up with the housekeeping regarding blocked rooms for

crews & FITS. Punching of keys for the crews. 5.

Following up with the reservation regarding any billing faxes.

For pending credit approvals follows up is essential through reservations with the concern sales representative. 6.

Distribution of the crew sheet if any to be done.

7.

If there are any group arrivals for the later half of the day , the

room key must be checked to facilitate and to present any delays. 8.

Ensure there is a smooth operation all the time with a minimum

scope for the guest complaint. 9.

Complete handover book , logbook & prepare the afternoon

handover checklist. Distribution of crew sheet if any to be done.

Night shift (22.00hrs-07.00hrs)

1.

Read handover book , log book and go through the fax file.

2.

Check for the expected arrivals, crew and group movement.

3.

The EAL breakup is to be done on the basis of type of check in as

well as flight wise. 4.

Follow up with the housekeeping regarding turn around for

crews. It is very essential as usually crew check out or check in during the night. 5.

There is a minimum of 30-40 crew departure which need to be

cleared on a turn around basis. 6.

After all registration is done the EAL for the same day is printed.

This list gives the information with regard to the likelihood of guests who may/ may not arrive. At this time the booking might be rolled / cancelled by the duty manager. 7.

Check the mail on hold .

8.

The distribution of crew sheet is done. The system are released

for the date change before which a guest in-house list is printed. 9.

The occupancy figure of the day calculated.

10. Handover book, the log book & the night shift hand over check list is prepared.

CHECK – IN PROCEDURE

1.

Ask the guest for the last name or the confirmation number after

greeting the guest. 2.

Confirm with him the number nights he has reservation for.

3.

Ask for the guest preference regarding smoking/non-smoking

room. 4.

Check for room availability.

5.

Take down the information required in the registration carde.g.

payment details passport details etc. 6.

Print the registration card.

7.

Obtain signature on the registration card after confirming date

of departure , room no & amount he is paying. 8.

Confirm mode of payment and take an advance payment in case

of cash payment & pre-authorization in-case of credit cards. 9.

Check-in the guest .give the room keys & escort to the room.

Wish him a pleasant stay

CHECK-OUT PROCEDURE 1.

Greet the guest and ask for the room number, verify his name.

2.

Check for the minibar consumption with guest.

3.

Read the comments on the guest profile. Print the guest folio.

4.

Ask for mode of payment , in a cash of direct payment.

5.

If credit card , check if any pre-authorization has been taken on

the card. if it has been taken then go offline and charge the amount on the guest credit card.

6.

Print the copy of folio, attach the customer slip[ of credit card,

put in an envelop and give to the guest. 7.

Wish the guest a fond farewell, check with him if he is carrying

his tickets, passport etc. BELL DESK 01 SENIOR CAPTION 03 BELL CAPTAION 14 BELL BOYS SHIFTS/STAFFING There are 4 shifts 

Morning :-07.00-16.00hrs

01bell caption, 4 bell boys 

General shift :- 09.00-18.00hrs

01senior caption 

Afternoon shift :-13.00-22.00hrs

01 bell caption 04 bell boys 

Night shift :-22.00-07.00

01 bell caption 5 bell boys CHECK IN/ GUEST ARRIVAL 1. desk.

The guest is met at the porch & his luggage is kept at the bell

2.

after the guest has checked in, room number is taken from the

front desk & the luggage is delivered to the room. The errand card is filled; the pieces of luggage are noted on it. 3.

If the guest is not accompanied by guest relation executive then

the bell boy offers to explain the hotel & room facilities to the guest. 4.

Incase of scanty baggage guests, the front desk is informed.

CHECK OUT/GUEST DEPARTURE 1.

The baggage is collected from the guest room and tagged.

2.

After the guest has checked out, the bell boy accompanies the

guest to the porch, keep the luggage in the car & wishes a fond farewell. WAKE UP CALLS 1.

In case a guest does not respond to his/her wake up call given

by the operator, a bell boy goes to the room with the room key & rings the bell. 2.

If the guest does not respond the room is opened & guest is

woken up

GROUP / CREW DISTRIBUTION

1.

The group & crew rooming list is prepared by the front desk &

is distributed to various departments by the bell boys. 2.

The different department are :- minibar, private dinning, and

housekeeping. This is done as & when prepared by the reception.

WORK FLOW 1.

At the beginning of each shift, the bell caption attends the

morning briefing at the back office. Later he takes the briefing of all the bell boys on the shift. 2.

In case of morning shift if any guest preferred newspaper has

not delivered by the night shift then the newspapers are delivered. 3.

The bell caption fills out the bell boy control sheet and keeps it

ready for the shift. 4.

On every Tuesday, first aid box is given to M.I. room for refilling.

Any inventory of inner left luggage is taken. 5.

Wake up calls if any are given. Distribution of crew / group

rooming list is taken from reception & handed over to various other departments. 6.

At the end of shift, handover is made for the next shift &

anything of important or which has to be followed up is noted.

TRAVEL DESK

The executive at the travel desk is the person who knows the hotel and the surrounding. He is the right person to guide about the surrounding like tourist places, shopping mall, theaters etc. he is the person who actually understand the guest’s needs and provide them in the beautiful manner.

AIRPORT SERVICES These services help in providing guest pick up and drop from the airport to the hotel and vice versa.

TASK PERFORMED BY FRONT OFFICE ATTANDANT  receive reservations for accommodation from clients, either in person, online or by telephone, fax or email  take guests' details and allocate their rooms  talk to transport carriers (such as airlines, bus companies and rental car agencies) to make and confirm travel arrangements for guests  inform guests of the hotel/motel's services

and

facilities,

policies

and

procedures  provide

tourist

information

to

guestsmake reservations for sightseeing

tours, restaurants, the cinema and live entertainment  deal with enquiries and requests from guests  take messages for guests  finalise guests' bills and issue receipts upon payment  arrange accommodation for guests travelling to other destinations  perform cashier duties and exchange foreign currency  place guests' possessions in a safe if requested  coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries 

follow in-house procedures to help ensure the security of guests and

employees 

perform general secretarial duties, such as preparing correspondence

and attending to a switchboard.

PROFILE OF FOOD AND BEVERAGE SERVICE Apart from room, a hotel derives a large portion of its profits from service of food and beverage. Food is provided in the hotel through various service outlets. These service outlets have a specially, which is so unique that makes them highly competitive.

FOOD & BEVERAGE OUTLETS The hotel offers a choice of exclusive restaurants, each a brand of its own and having a niche for itself in the market. A brief profile of different outlets is given below. 

APARANTA



KOKUM & SPICES



LOUNGE BAR



VERANDA



IN ROOM DINING



BANQUETS

ORGANIZATION CHART OF THE RESTAURANT

RESTAURANT MANAGER

ASSISTANTRESTAURANT MANAGER

SENIOR CAPTAIN

CAPTAIN

ORDER TAKER

TRAINEE CAPTAIN

APPRENTICE

TRAINEE APARANTA It is a 24*7 coffee shop and also here using multi cuisine and food served with ala carte and also buffet for breakfast, lunch & dinner. Location

lobby level

Cuisine

multi cuisine buffet offering regional

Capacity

96 covers

Extension

2014

Timings

round the clock

Dinner time

07.00pm – 11.30pm

Menu

a la carte & buffet

Delicacies from the south Asian countries like India, China, Thailand, and continental (breakfast lunch & dinner) Timings

breakfast 06.30am-11.00am Lunch 12.30pm-03.00pm Dinner 07.00pm- 11.30pm

Buffet price

breakfast – Rs.650 +taxes /person Kids – Rs.300 + taxes /kid

Lunch – Rs .850+ taxes/person Kids –Rs.400+ taxes/kid Dinner – Rs. 1000+taxes / person Kids- Rs. 500+taxes / kid KOKUM & SPICES The restaurant specialized for Indian food and also for Location

near by pool side

Cuisine

Indian cuisine

Capacity

65 covers

Extension

2018

Timings

10.00am-12.00am

Menu

a la carte

Dinner time

7.00pm- 12.00am

LOUNGE BAR A bar with the world’s finest spirits masterfully blended in a tasteful ambience. Location

near by Aparanta restaurant

Extension

2022

Offers

finest collection of wines & spirits

Timings

11.00am-11.00pm

Entertainment live DJ at RAZZ MA TAZZand also live piano music.

VERANDA It is a seasonal restaurant in Radisson bluAllibagh And also it is a multi cuisine restaurant Location near by c wing Extension 2019 Capacity 70 covers Timings

seasonal

Menu

buffet and a la carte

IN ROOM DINING Location

Near by main kitchen

Extension

2011

Cuisine

Multi-cuisine breakfast, lunch, dinner.

Timings

Round the clock.

BANQUETS State of the art conferences and secretarialFacilities,high-tech presentation equipments, wi-fi high speedbroadband internet access, video conferencing facilities,delegate kits, stationary, state-of-the-art audio visual support, video coverage and photography- available on request. The following are the special services offered: 

Conference kits with the company logo embossed.



Special working lunch menu to cater to various individual tastes.



Special ambience by way of music or light entertainment, to

provide a welcome. 

Helpful hostesses to welcome and escort guest.



Facilities to make banners and backdrops of your choice.



Special theme for parties, ethnic or western depending on your

requirement. 

Cookies, mint and chocolate platters on the table.



Personalized stationary, match boxes, pencil and pads.



Telephone with local dialing facility.



Running tea /coffee counter throughout.

Conference / seminar facilities 

Lecterns



Black board / flip chart board



Conference kits



Banner & backdrops



Tent cards



Simultaneous translation



Video coverage / audio recording



Photographers



Reception hostesses.

JOB DESCRIPTION OF BANQUET MANAGER An a important source of revenue for hotel and conference centers comes from hosting events, such as wedding, reunions , meetings and dinner for businesses and organizations. The logistic and execution of these events fall upon the banquet manager, a hospitality food service manager.

FUNCTION A banquet manager oversees all aspects of a banquet or event including set-up menu selection and food preparation, serving, and clearance. Banquet manager are in charge of hiring, training, coaching, disciplining and reviewing banquet staff.

TYPES Banquet manager conduct tours, host food tastings and network to sell their location to prospective clients. In every large hotels or resorts, the duties of a banquet serving manager may be divided among a banquet set-up manager, and banquet chef or kitchen manager. HOURS Banquet manager work 12 to 15 hours a day, often working more than 50 hours per week. They are expected to be available on nights, weekends and holiday, when banquets and events take place. TRAINING Banquet manager typically have a bachelor’s or associate degree in food service or hospitality management. Some banquet manager begin work in entry – level positions and work their way up or complete management training programs at large hotel chains or resorts. MENU As the banquet manager, you develop a menu that fits the guests need and expectation. To that end, you may consult with multiple members of the party and coordinate with the chefs and server. Banquet typically consist of several courses, which means you must

be meticulous in your coordination to ensure that food quality is at its highest. SET-UP Banquet can be extremely elaborate and even involve a theme. You must have the skills to conceive an idea and set-up whatever props or layout the guest needs to fulfill the theme. Table set-up as well as proper plate, cutlery and stemware placement is very important. A banquet manager must oversee this operation. STAFF TRAINING Employee training is an important job of the manager. As employee are hired they must be oriented not only in food service but also customer and guest relations. In addition to general training, servers require specific instruction before an event, as every banquet is different. Manager must effectively explain to staff conditions such as plate placement, wine service and other guests requests.

ORGANIZATION CHART OF BANQUET

BANQUET MANAGER

ASSISTANT BANQUET MANAGER

SENIOR CAPTAIN

CAPTAIN

TRAINEE CAPTAIN

APPRENTICE

TRAINEE

CHAPTER -3 LAYOUT OF THE F&B SERVICE, FRONTOFFICE AND EQUIPMENTS USED

F&B SERVICE EQUIPMENT USED IN F&B SERVICE DEPARTMENT TABLE In banquet there are different kinds of table available they are: 1.   2.   3.

Round table: 4feet round table 6feet round table Function set up square table: 4.2” table 6.2” table Buffet table:

CHAIRS There are different kinds of chair used in banquet function, according to guest request we use the kind of chair for decorating the chair there are chair covers also available for that chair.

COFFE MACHINE There are two types of coffe machine which is used in banquets. Coffee machines is use to make coffee for the banquet parties.

TROLLEY There are different types of trolley used in banquet such as chair trolley, table trolley, stage trolley, planks trolley.

CUTLERIES,FLATWARES, AND CROCKERIE’S These are the main equipments which are used for service of various dishes in to the banquet function they consist of various types of spoons, forks, knifes and various china wares like plates soup bowls, pasta plates etc.

TEA AND COFFEE POT These are pots in which coffees and teas are put so that the guest who wants coffee or tea will be served accordingly.

TRAYS There are 2 types of round tray used in the banquets one is made of plastic it is used for most of the time for clearance and another is made of steel in which tray mat has been put and mostly it is used for serving purpose.

GLASSWARES There are various types of glass like martini, highball, Tom Collins, old fashioned, water goblet, shot glass etc. they are used for services of alcoholic and non alcoholic drinks.

ICE MACHINE It is a machine in which we will be getting ice cubes for different purposes.

BAR EQUIPMENTS There are different types of bar equipments such as cocktail shaker, mixing glass, strainer, bar spoon, bottle opener, peg measurer, ice bucket.

COMPUTER It is a one of the important devices which is used in banquet. In this all the details about the coming up functions and their billing procedure are mentioned, all the staff scheduling are made.

MICROS They are the device used to provide guest information they are like monitors.

 LAYOUT OF BANQUET

FRONT OFFICE

EQUIPMENT USED IN FRONT OFFICE DEPARTMENT

LUGGAGE TROLLEY :luggage trolley is used in front office to load the guest luggages when guest check in or check out it is usefull.

TAGS :when crowed was more that time these tags are use full to identify guest baggage.and for bell boys also it is usefull to identify the guest baggage when they are check in or check out.

COMPUTER:It is a one of the important devices which is used in front office. In this all the details about the coming up functions and their billing procedure are mentioned, all the staff scheduling are made. It is help to know about EOD of the day or expected arrivals and expected departure.

ELECTRO KEY MACHINE: to make a key and it is a electronic key it is used to open a guest roomit is under the code system and one key is there that card we can open any guest room door that was called as master key.

SCANNER: scanner is used in front office to scan the ID proof of the all guest and also passport of the foreign guest .

XEROX MACHINE : it is used in front office to take the photo copy of the guest and it is used to make C form and also it is used to many more purpose.

TELEPONES: it is used in front office department because of to receive the calls and transfer the calls to other department or to guest rooms and to give the wake calls

SWIPING MACHINE : this machine used to receive plastic money credit or debit transaction. And it is used in other department also.

CHAPTER -4 OPERATIONS

HERECHEY OF FRONT OFFICE ASSISTANT MANAGER

TEAM LEADER

GUEST SERVICE ASSOCIATES

TRAINEES

THE JOB DISCRIPTION OF ASSISTANT MANAGER 10.A.M. to 12.30 P.M  hecks for the information which is displayed on the white board in the communication counter.  Checks out for the duty rosters.  Discusses with the team leader about handover. 12.30 P.M to 2 P.M  He goes to assistant manager’s office and discusses the VIP arrivals.  He goes to front office manager’s cabin and finds out the guest with complaints and DNDs.Check out for any business center meetings and if there is a meeting, checks out for the setup of the board room. 3P.M to 3.30 P.M  He attends the briefing which is taken place in the back area by the front office manager.  He discusses with the front office regarding the do not disturb rooms and VIP’s.

3.30 P.M to 4.30 P.M  He then comes to the communication center and then conducts the meeting with the GSA’s.  He checks the handover list given by the previous shift staff. 5 P.M TO 6.30 P.M  He handles the internal as well the external calls.  Conduct exam for the GSA’s  He prepares various schedule and rosters. 6.30P.M to 8 P.M  He stands at the front desk and business center to help others.  He collects the wake up calls sheets time from the front office.  Keeps a track on the DNS’s and special attention guests.

FORMATS USED AT COMMUNICATION CENTER :           

Wake up call sheet Hot log sheet Message handling sheet Errand card Medical disclaimer form Complimentary form Bomb threat form Reservation form Leave application form Standing order sheet Handover book

WAKE UP CALL SHEET : This is maintained by the communication center. It includes all the information about the guest like their room no, name, wake up timing etc.

HOT LOG LIST Hot log list is used to record the request given by the guest and later it will be horned to the concerned department by giving TRITON. MASSAGE HANDLING SHEET : This sheet is maintained by the communication center where the message for in house guest house from his colleagues is noted down. ERRAND CARD : This sheet is maintained by the communication center, while going for any message slip outs, they are card. where they need to write the room no. name of the guest, time and take out of the staff. MEDICAL DISCLAMER FORM: It is form which contains that the hotel is not responsible for any reaction or any side effects of the medicine provided by the hotel to the guest. While giving medicine, this form also is given to the guest to take their signature. COMPLIMENTARY FORM: It is form which has the detail of the complimentary to be given to guest such fruit platter , chocolate. Wine or any other items are depending on the stay of the guest, owner, regular guest etc. HANDOVER SHEET: In this sheet the handover of the previous shift is given to the next shift in charge. It gives the correct and exact details to be carried out in the next shift. LEAVE APPLICATION : This is filled up by the staff while they come on shift. It can easily denotes that the staff is on shift or not.

F & B SERVICE SERVICE EQUIPMENT Service equipment ( which includes furniture, fixtures and linen for all purposes) squarely the standard and style of the restaurant. Several factors are considered when they are chosen: 1. 2. 3. 4. 5. 6. 7. 8. 9.

Standard of the restaurant Types of service Décor and theme of the restaurant Types of clientele Durability of equipment Ease of maintenance Availability after stocks run out Storage Flexibility of use

For multipurpose use, most equipment is standardized in terms of size and sometimes colour. Food and beverage service equipment may be divided in to chinaware, glassware which are further subdivided into flatware, cutlery and hollowware. CHAINAWARE It is made of silica, soda and china clay. Glazed to give a finish. It should be opaque and free from air-bubbles. Chinaware can be found in different colours and designs which are always coated with glaze. patterns on top of the glaze wear and discolour very quickly. [

SOME TIPS ON CHINA WARE 1. 2. 3. 4. 5. 6.

Vitrified chinaware is stronger It has a high breakage rate and therefore needs careful handling. Should be stored on shelves. Should be staked carefully so that it does not topple over. Should be stored at a convenient height to avoid accidents. Should be kept covered to avoid dust and germs.

GLASSWARE: The raw materials used are silica and soda ash. Lead is added to make the glass crystal clear. When purchasing glassware it should be ensured that it is completely transparent, free of air bubbles and not chipped. Glasses are measured in terms of capacity, i.e. ounces or centiliters. Restaurant glassware is usually plain expect in specialty restaurant, where they may be coloured. SOME TIPS ON GLASSWARE: 1. Glasses should be stored inverted in a single rows, with a paper on the shelf to avoid slippage. 2. Racks with individual compartments for each glass is a better method for storage 3. In restaurant glasses must be transported on trays with a tray cloth to avoid slippage. 4. Glasses with a stem must be inverted and held by the steam as shown in fig.5 TABELWARE : Table service consists of the following items and when to use them: Flatware cutlery 1. 2. 3. 4. 5. 6. 7. 8. 9.

Soup spoons Fish knives & forks Large knives & fork Dessert spoon & fork Small fruit knives Coffee spoons Tea spoons Service spoon & fork Steak knife

HOLLOWARE    

Soup bowl Trays Oval flat with lids Soufflé cases

: soup served in plates : fish/ horsd’oeuvres : entrée/main course : all sweet served in plates : fresh fruits : coffee :tea/fruit cocktails / ice cream served as coupes : for service : steaks

     

Oval or round dishes for entrée Round flats with covers Asparagus dish Water jug Muffin dish cocktail juice container

SALVER FOR SERVING DRINKS     

salver for serving salver for cleaning ice tongs ice buckets champagne bucket with stand

STILL ROOM SILVER     

coffee pots hot milk jug (creamer) tea pots hot water jug toast racks

SPECIAL TABELWARE              

asparagus tong oyster forks finger bowls cruets sets ice cream scoops sauce ladles soup ladles butter dishes snail tongs snail fork sundae spoon ice cream spoon pastry fork and knife cheese knife

SPECIAL FOOD SERVIC EEQUIPMENTS:                  

bread boats Ashtrays Flower vases Fruit stands Tea strainer Candle stands Wine cradles Drip bowl Sundae coups Cheese dish Straw stand Copper pan Irish coffee burner Shaker Stirring spoon and bowl Jam pot Tooth pick stand Oval au gratin

CHAPTER 5 SWOT ANALYSIS

SWOT ANALYSIS SWOT analysis is a strategic planning internal to the firm usually can be classified as strength [s] or weakness [w] and those external to the firm can be classified as a opportunities [o] and threats [T]. such an analysis is referred to as SWOT analysis. The SWOT analysis provides information that is help full in matching the firm’s resource and capabilities to the competitive environment in which it grates. As such, it is instrumental in strategy formulation and selection.

STRENGTHS: A firm’s strength are its resource and capabilities that can be used as a basis for developing competitive advantages. Example of such strength includes: 1. Top notch service and excellent customer service. 2. Global presence –420+ hotels globally in over 75 countries. 3. Goodwill from Employees and customers. 4. They offer really go deals and promotional offers hence attracting more customers. 5. Parent group adds to brand value. 6. High Brand Recall.

WEAKNESS The absence of certain strength may be viewed as a weakness. Each of the following may be considered weakness: 1. The brand name comes with a perception of being expensive. 2. Current economic status is bound to take a toll on spending power. 3. Still trying to establish itself in the emerging economies.

OPPORTUNITIES: The external environmental analysis may revel certain new opportunities for profit and growth. Some examples of such opportunities include: 1. Using current economic scenario to increase clientele through special packages. 2. Expansion of the global tourism market. 3. Travelers are looking for novel destinations. THREATS: Changes in the external environmental also may present threats to the firm. Some examples of such threats include: 1. Shift from 4-5 star hotels to lower ones. 2. Terrorism events affects the tourism. 3. Huge number of strong competitors.

SWOT ANALYSIS OF F&B SERVICE DEPARTMENT STRENGTH     

Frequent trainings are given for the staff to improve their staff standards. Quick service and turnover. Good assistance to the guest. Special events are conducted twice a week. Personalized butler service is given to the guest.

WEAKNESS  Lack of staff  Communication gap  The department is provided with less man power; hence it will affect services standards.  No hostess.

OPPORTUNITIES  Giving advertisement in news paper distributing bulletin in the public areas about the hotel facilities.  Being more communicative with the guest.  Introducing new offers to the guest as well as new facilities. THREATS  Staffs are discourage due to overload of work as it affects the standards.  Due to less man power and rotation of staff quality of service of food and beverage has dropped.  New up coming hotels in the town are also becoming threat.  High expectation of the guest

SWOT ANALYSIS OF FRONT OFFICE DEPARTMENT STRENGTHS    

There is a very big lobby area. Has skilled staff. Well spoken, trained and experienced staff. The front desk and the concierge are equipped with modern technologies.

WEAKNESS    

The number of staff is less. No co-ordination between the staff. The improper activation of key cards. Staff is ,ore concentrated in up selling.

OPPORTUNITIES    

Updating the advanced networking system. Being more communicative with the guest. Give more importance to the regular guest. Frequent training for the staff to improve their service standards.

THREATS   

Other hotels offers better rooms with cheaper room rates. Competitive market. Financial crisis.

CONCLUSION

CONCLUSION The 4 months on the job training had helped me to gain enough knowledge that a beginner in the industry requires. Each day in the industry had given many opportunities to perform and learn. Through the complete cooperation of staff and management I was able to perform well. The training at each department had helped me to have an idea of each department apart from the text book knowledge. this industrial training was a milestone in my career. It was a matter of pride for me to get trained in a good property of Mumbai. The training was an inspirational one. Hotel offers complete refreshment to both staff and guest. The training had helped me to know that successful performance usually requires skills required through education and experience. Training had taught me how to be a true professional. The whole report tells my full experience and the knowledge that I had gained trough this training. Observations and performances had helped me to study and understand something new and useful. The training had also proved that attitude also plays a vital role in making up our career. Without positive attitude it is tough to sustain in the industry. This training had also helped me to know a culture. Overall training was a successful one

ANNEXURES.