acknowledgement
TRANSCRIPT
Acknowledgement
I would sincerely like to thank the team of VIVANTA BT TAJ PRSIDNT Mumbai for giving me opportunity to complete my 6 months industrial training at the truly magnificent hotel under the guidance and supervision of all departmental heads. The entire training duration was very fruitful and memorable.
I would also like to thank to my principal, Ms LATA PATIL and especially my training coordinator, Mr AJAY.B, DATTATRAY.S who gave me such a wonderful chance to be at the place.
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EDWIN ANTONY
SYBSC – A
Taj Hotels Resorts and Palaces is a worldwide chain of hotels and resorts. The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and is recognized as one of 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 TajMahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003.
Taj Hotels Resorts and Palaces comprises 66 hotels in 42 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.
Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill stations, historical and pilgrim centers
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and wildlife destinations, each Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern amenities and business facilities.
CATEGORY OF TAJ HOTELS
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 travelers 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
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hotels or palaces which offer something more than great physical product and exceptional service. 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.
Taj Exotica is our resort and spa brand found in the most exotic and relaxing locales of the world. The properties are defined by the privacy and intimacy they provide. The hotels are clearly differentiated by their product philosophy and service design. They are centered around high end accommodation, intimacy and an environment that allows its guest unrivalled comfort and privacy. They are defined by a sensibility of intimate design and by their varied and eclectic culinary experiences, impeccable service and authentic Indian Spa sanctuaries.
Taj Safaris are wildlife lodges that allow travelers to experience the unparalleled beauty of the Indian jungle amidst luxurious surroundings. They offer India’s first and only wildlife luxury lodge circuit. Taj Safaris provide guests with the ultimate, interpretive, wild life experience based on a proven sustainable ecotourism model.
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Upper Upscale Hotels (full-service hotels and resorts) provide a new generation of travelers a contemporary and creative hospitality experience that matches their work-hard play-hard lifestyles. Stylish interiors, innovative cuisine, hip bars, and a focus on technology set these properties apart.
The Gateway Hotel (upscale/mid-market full service hotels and resorts) is a pan-India network of hotels and resorts that offers business and leisure travelers a hotel designed, keeping the modern nomad in mind. At the Gateway Hotel, we believe in keeping things simple. This is why, our hotels are divided into 7 simple zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore.
As travel often means more hassle than harmony, more stress than satisfaction, modern travelers are looking for smarter choices. Driven by our passion for perfection, we welcome our customers to a refreshingly enjoyable and hassle-free experience, anytime, everywhere. Offering the highest consistency in quality, service and style we set new standards and take the unwanted surprises out of traveling. Our warm welcomes make our guests feel
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at home, away from home and our crisp and courteous service empowers them to get more done with greater effectiveness and control. And through our unrivalled network we provide service that is effortless, simple, never overwhelming, always warm.
Ginger (economy hotels) is IHCL’s revolutionary concept in hospitality for the value segment. Intelligently designed facilities, consistency and affordability are hallmarks of this brand targeted at travelers 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 an 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 resorts 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 a top-end luxury hotels in the US.
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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 Exotica Brand. The Taj Exotica was evolved as 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 Resort and Spa, in Maldives is centered on 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 Thimpu 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.
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The presence of Taj Hotels Resorts and Palaces internationally has been developed through a network of Taj regional sales and PR offices in the United Kingdom, France, Germany, Italy, Dubai, Singapore, Australia, Japan, Russia and the 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 eclectic 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.
Taj Hotels also promise a whole new experience of tranquility and total ‘wellness’, through Jiva Spas a unique concept, which brings together the wisdom and heritage of the Asian and 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
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Meditation, mastered and disseminated by accomplished practitioners, authentic Ayurveda, and unique Taj signature treatments. Royal traditions of wellness in service experiences, holistic treatments involving body therapies, enlivening and meaningful rituals and ceremonies and unique natural products blended by hand, come together to offer a truly calming experience.
IHCL operates Taj Air, a luxury private jet operation with state-of-the-art Falcon 2000 aircrafts designed by Dassault Aviation, France; and Taj Yachts, two 3-bedroom luxury yachts which can be used by guests in Mumbai and Kochi, in Kerala.
IHCL also operates TajSats Air Catering Ltd., the largest airline catering service in South Asia, as a joint venture with Singapore Airport Terminal Services, a subsidiary of Singapore Airlines.
Additionally, it operates the Indian Institute of Hotel Management, Aurangabad since 1993. The institute offers a three-year diploma, designed with the help of international faculty and has affiliations with several American and European programmes.
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The Tata group
The Tata Group is one of the India’s oldest, largest and most respected business conglomerates. The Group’s businesses are spread over seven business sector.
1839-1903
JAMSETJI TATA founded the Group in mid 19th
century. Today the group is rapidly growing
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business based in India with significant international operations. Revenues in 2008-09 are estimated at $70.8 billion (around Rs. 325,334 crore), of which 64.7% is from business outside the India. The group employs around 357000 people worldwide. The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics. The group’s 28 publicly listed enterprises have a combined market capitalization of some $60 billion, the highest among Indian business houses, and a shareholder base of 3.5 million. Tata Steel became the sixth largest steel maker in the world after it acquired Corus. Tata Motors is among the top five commercial vehicle manufacturers in the world and has recently acquired Jaguar and Land Rover. TCS is a leading global software company; Tata Tea is the second largest branded tea company in the world, through its UK based subsidiary Tetley; Tata Chemicals is the world’s second largest manufacturer of soda ash; Tata Communication is the one of the world’s largest wholesale voice carriers.
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The Group’s stable of brands and services includes TATA Indica, TATA Safari, Titan, Tanishq, Taj Hotels, Tetley, TATA Salt, Westside and TATA Communications (VSNL). The Group has always believed in giving back more to society than what it has received. Thus, nearly 66% of equity capital of TATA Sons is held by philanthropic trusts, which have created a host of national institutions in natural science, medical care, energy and the arts.
The TATA family of companies shares a set of five core values: Integrity, Understanding, Excellence, Unity and Responsibility.
1903: India’s first Luxury Hotel
1907: India’s first Integrated Steel Plant.
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The Tata Group comprises of 98 operating companies in SEVEN business sectors:
1. SERVICES2. INFORMATION SYSTEM &
COMMUNICATION3. ENGINEERING4. MATERIALS5. CONSUMER PRODUCTS6. ENERGY7. CHEMICALS.
1932: India’s first Commercial Air Service.
1941: India’s first Cancer Hospital.
1948: India’s first International Commercial
Flight.
1968: India’s first Software Service Company.
1998: India’s first Indigenous Car
2008: World’s Lowest-cost Car.
TATA Titans
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JamsetjiNusserwanji Tata
JehangirRatanjiDadabhoy Tata
Ratan N Tata
Born in Parsee priest’s family on 3rd march 1839, Navsari in Gujarat.
Born in Paris on July 29th 1904 (popularly known as Mr. J.R.D TATA)
Born on December 28, 1937 in Mumbai.
He was the first child and the only son of Nusserwanji TATA
Spent one year mandatory period in the French Army.
Is an alumnus of Cathedral and John Connon School, Mumbai.
Graduated from Elphinstone college, Mumbai.
Surrendered his French citizenship in 1929.
Holds a degree in Architecture and Structural Engineering from Cornell
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university. Also completed an Advanced Management Program from Harvard University.
Married to Heerabai, at the age of 20. Had two sons- Dorabji and Ratanji.
One of the first Indian to be granted a commercial pilot’s license.
Had an offer from IBM but turned down on JRD Tata’s advise
Named his first enterprise as Empress Mislls in Nagpur.
Established Tata Aviation ion 1932, the forerunners to Air-India.
Joined the TATA group in 1962. Became Chairman of TATA industries in 1981.
Spent 300,00 pounds to open the first Luxury hotel, The TajMahal in Mumbai.
Received the Padma Vibhushan in 1957.
Took over Chairmanship of the TATA Sons Limited in 1991 from JRD.
Was awarded the Bharat Ratna in
Named “Asian Businessman of
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1992. Also received the United Nations Population Award the same year.
the Year” in 2005 by Forbes magazine
Died in Geneva on November 29, 1993.
Received the Padma Bhushan in 2000 and Padma Vibhushan in 2008.
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The TATA Board
Mr. RATAN TATA
Chairman
Mr .Ishant Hussain Finance Director
Mr. R. Gopalkrishnan Executive Director
Mr. Arunkumar Gandhi Director TATA Sons
Mr. Jamshed J Irani Chairman TATA Teleservices
Mr. Farookh K Kavarana Chairman TATA AIG
Mr. R.K. Krishna Kumar Vice Chairman IHCL
Mr. Noshir A Soonawala Vice Chairman
Mr. Cyrus Pallonji Mistry Director TATA Sons and TATA Elxsi
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Management structure
There are two decision-making bodies that define and direct the business endeavors of the TATA Group. These are called the Group Executive Office and the Group Corporate Center.
Group Executive Office
The Group Executive Office (GEO) defines and reviews the business activities of the TATA Group and is involved in implementing programs on corporate governance, human resourses, the environment, etc. the chief objectivfe of the GEO is to make the TATA Group more synergistic; it does this by strengthening the relationship between the group and its companies.
The GEO creates a shared understanding of a TATA company’s current activities, its strength and its weekness. It then addresses the most strategic issues facing the company. Apart from this, GEO has reviewed the Group’s business portfolio and clustered companies into seven business sectors. The GEO assesses what unique value a company adds to a particular business sector and, conversely,
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what unique value the Group can bring to that company.
Besides Group chairman Ratan Tata, the GEO comprises IshaatHussain, Arunkumar Gandhi, KishorChaukar and R. Gopalakrishnan.
Group Corporate Center.
The mandate of the Group Corporate Center (GCC) is to guide the future strategy and direction of the TATA Group and to work in close coordination with the Group Executive Office. The GCC comprises Ratan Tata, N.A. Soonawala, J.J. Irani, R.K. Krishna kumar, R.Gopalakrishnan, IshaatHussain, KishorChaukar and Arun Gandhi.
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TATA Code of Conduct
Clause:1
National interest
The Tata Group is committed to benefit the economic
development of the countries in which it operates. No
Tata company shall undertake any project or activity to
the detriment of the wider interests of the communities
in which it operates.
A Tata company’s management practices and business
conduct shall benefit the country, localities and communities
in which it operates, to the extent possible and affordable,
and shall be in accordance with the laws of the land.
A Tata company, in the course of its business activities,
shall respect the culture, customs and traditions of each
country and region in which it operates. It shall conform
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to trade procedures, including licensing, documentation
and other necessary formalities, as applicable.
Clause:2
Financial reporting and records
A Tata company shall prepare and maintain its accounts
fairly and accurately and in accordance with the
accounting and financial reporting standards which
represent the generally accepted guidelines, principles,
standards, laws and regulations of the country in which
the company conducts its business affairs.
Internal accounting and audit procedures shall reflect,
fairly and accurately, all of the company’s business
transactions and disposition of assets, and shall have
internal controls to provide assurance to the company’s4
board and shareholders that the transactions are accurate
and legitimate. All required information shall be accessible
to company auditors and other authorised parties and
government agencies.There shall be no willful omissions
of any company transactions from the books and records,
no advance-income recognition and no hidden bank
account and funds.
Any willful,material misrepresentation of and / or
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misinformation on the financial accounts and reports shall
be regarded as a violation of the Code, apart from inviting
appropriate civil or criminal action under the relevant
laws. No employee shall make, authorise, abet or collude
in an improper payment, unlawful commission or bribing.
Clause:3
Competition
A Tata company shall fully support the development and
operation of competitive open markets and shall promote
the liberalisation of trade and investment in each country
and market in which it operates. Specifically, no Tata
company or employee shall engage in restrictive trade
practices, abuse of market dominance or similar unfair
trade activities.
A Tata company or employee shall market the company’s
products and services on their own merits and shall not
make unfair and misleading statements about competitors’
products and services. Any collection of competitive
information shall be made only in the normal course of
business and shall be obtained only through legally
permitted sources and means.5
Clause:4
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Equal opportunities employer
A Tata company shall provide equal opportunities to all
its employees and all qualified applicants for
employment without regard to their race, caste, religion,
colour, ancestry, marital status, gender, sexual
orientation, age, nationality, ethnic origin or disability.
Human resource policies shall promote diversity and
equality in the workplace, as well as compliance with all
local labour laws, while encouraging the adoption of
international best practices.
Employees of a Tata company shall be treated with
dignity and in accordance with the Tata policy of
maintaining a work environment free of all forms of
harassment, whether physical, verbal or psychological.
Employee policies and practices shall be administered in
a manner consistent with applicable laws and other
provisions of this Code, respect for the right to privacy
and the right to be heard, and that in all matters equal
opportunity is provided to those eligible and decisions
are based on merit.
Clause:5
Gifts and donations
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A Tata company and its employees shall neither receive
nor offer or make, directly or indirectly, any illegal
payments, remuneration, gifts, donations or comparable
benefits that are intended, or perceived, to obtain
uncompetitive favours for the conduct of its business.
The company shall cooperate with governmental6
authorities in efforts to eliminate all forms of bribery,
fraud and corruption.
However, a Tata company and its employees may, with full
disclosure, accept and offer nominal gifts, provided such
gifts are customarily given and are of a commemorative
nature. Each company shall have a policy to clarify its rules
and regulations on gifts and entertainment, to be used for
the guidance of its employees.
Clause:6
Government agencies
A Tata company and its employees shall not, unless
mandated under applicable laws, offer or give any
company funds or property as donation to any
government agency or its representative, directly or
through intermediaries, in order to obtain any favourable
performance of official duties. A Tata company shall
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comply with government procurement regulations
and shall be transparent in all its dealings with
government agencies.
Clause:7
Political non-alignment
A Tata company shall be committed to and support the
constitution and governance systems of the country in
which it operates.
A Tata company shall not support any specific political
party or candidate for political office. The company’s7
conduct shall preclude any activity that could be
interpreted as mutual dependence / favour with any
political body or person, and shall not offer or give
any company funds or property as donations to any
political party, candidate or campaign.
Clause:8
Health, safety and environment
A Tata company shall strive to provide a safe, healthy,
clean and ergonomic working environment for its
people. It shall prevent the wasteful use of natural
resources and be committed to improving the
environment, particularly with regard to the emission
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of greenhouse gases, and shall endeavour to
offset the effect of climate change in all spheres
of its activities.
A Tata company, in the process of production and sale
of its products and services, shall strive for economic,
social and environmental sustainability.
Clause:9
Quality of products and services
A Tata company shall be committed to supply goods
and services of world class quality standards, backed
by after-sales services consistent with the
requirements of its customers, while striving for their
total satisfaction. The quality standards of the
company’s goods and services shall meet applicable
national and international standards.8
A Tata company shall display adequate health and safety
labels, caveats and other necessary information on its
product packaging.
Clause:10
Corporate citizenship
A Tata company shall be committed to good corporate
citizenship, not only in the compliance of all relevant laws
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and regulations but also by actively assisting in the
improvement of quality of life of the people in the
communities in which it operates. The company shall
encourage volunteering by its employees and collaboration
with community groups.
Tata companies are also encouraged to develop systematic
processes and conduct management reviews, as stated in the
Tata ‘corporate sustainability protocol’, from time to time so as
to set strategic direction for social development activity.
The company shall not treat these activities as optional, but
should strive to incorporate them as an integral part of its
business plan.
Clause:11
Cooperation of Tata companies
A Tata company shall cooperate with other Tata companies
including applicable joint ventures, by sharing knowledge and
physical, human and management resources, and by making
efforts to resolve disputes amicably, as long as this does not
adversely affect its business interests and shareholder value.9
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In the procurement of products and services, a Tata
company shall give preference to other Tata
companies, as long as they can provide these on
competitive terms relative to third parties.
Clause:12
Public representation of the company and the Group
The Tata Group honours the information requirements
of the public and its stakeholders. In all its public
appearances, with respect to disclosing company and
business information to public constituencies such as
the media, the financial community, employees,
shareholders, agents, franchisees, dealers, distributors
and importers, a Tata company or the Tata Group shall
be represented only by specifically authorised directors
and employees. It shall be the sole responsibility of
these authorised representatives to disclose
information about the company or the Group.
Clause:13
Third party representation
Parties which have business dealings with the Tata
Group but are not members of the Group, such as
consultants, agents, sales representatives,
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distributors, channel partners, contractors and
suppliers, shall not be authorised to represent a Tata
company without the written permission of the Tata
company, and / or if their business conduct and
ethics are known to be inconsistent with the Code.10
Third parties and their employees are expected to abide by
the Code in their interaction with, and on behalf of, a Tata
company. Tata companies are encouraged to sign a nondisclosure agreement with third parties to support
confidentiality of information.
Clause:14
Use of the Tata brand
The use of the Tata name and trademark shall be governed
by manuals, codes and agreements to be issued by Tata
Sons. The use of the Tata brand is defined in and regulated
by the Tata Brand Equity and Business Promotion
Agreement.No third party or joint venture shall use the Tata
brand to further its interests without specific authorisation.
Clause:15
Group policies
A Tata company shall recommend to its board of
directors the adoption of policies and guidelines
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periodically formulated by Tata Sons.
Clause:16
Shareholders
A Tata company shall be committed to enhancing
shareholder value and complying with all regulations and
laws that govern shareholder rights.The board of directors
of a Tata company shall duly and fairly inform its
shareholders about all relevant aspects of the company’s11
business, and disclose such information in accordance
with relevant regulations and agreements.
Clause:17
Ethical conduct
Every employee of a Tata company, including full-time
directors and the chief executive, shall exhibit culturally
appropriate deportment in the countries they operate in,
and deal on behalf of the company with professionalism,
honesty and integrity, while conforming to high moral and
ethical standards. Such conduct shall be fair and
transparent and be perceived to be so by third parties.
Every employee of a Tata company shall preserve the
human rights of every individual and the community,
and shall strive to honour commitments.
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Every employee shall be responsible for the implementation
of and compliance with the Code in his / her environment.
Failure to adhere to the Code could attract severe
consequences, including termination of employment.
Clause:18
Regulatory compliance
Employees of a Tata company, in their business conduct,
shall comply with all applicable laws and regulations, in letter
and spirit, in all the territories in which they operate. If the
ethical and professional standards of applicable laws and
regulations are below that of the Code, then the standards of
the Code shall prevail.12
Clause:19
Concurrent employment
Consistent with applicable laws, an employee of a Tata
company shall not, without the requisite, officially written
approval of the company, accept employment or a
position of responsibility (such as a consultant or a
director) with any other company, nor provide freelance
services to anyone, with or without remuneration. In the
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case of a full-time director or the chief executive, such
approval must be obtained from the board of directors of
the company.
Clause:20
Conflict of interest
An employee or director of a Tata company shall always act
in the interest of the company, and ensure that any
business or personal association which he / she may have
does not involve a conflict of interest with the operations
of the company and his / her role therein.
Independent directors of a Tata company shall comply
with applicable laws and regulations of all the relevant
regulatory and other authorities. As good governance
practice they shall safeguard the confidentiality of all
information received by them by virtue of their position,
but they need not be bound by all other conflicts that are
applicable to employees or executive directors, as
indicated below.
An employee, including the executive director (other
than independent director) of a Tata company, shall
not accept a position of responsibility in any other 13
non-Tata company or not-for-profit organisation without
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specific sanction.
The above shall not apply to (whether for remuneration or
otherwise):
a) Nominations to the boards of Tata companies, joint
ventures or associate companies.
b) Memberships / positions of responsibility in
educational / professional bodies, wherein such
association will benefit the employee / Tata company.
c) Nominations / memberships in government
committees / bodies or organisations.
d) Exceptional circumstances, as determined by the
competent authority.
Competent authority, in the case of all employees, shall
be the chief executive, who in turn shall report such
exceptional cases to the board of directors on a
quarterly basis. In case of the chief executive and
executive directors, the Group Corporate Centre shall be
the competent authority.
An employee or a director of a Tata company shall not
engage in any business, relationship or activity which
might conflict with the interest of his / her company or the
Tata Group. A conflict of interest, actual or potential, may
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arise where, directly or indirectly…
a) An employee of a Tata company engages in a business,
relationship or activity with anyone who is party to a
transaction with his / her company.
b) An employee is in a position to derive an improper
benefit, personally or to any of his / her relatives, by
making or influencing decisions relating to any
transaction.14
c) An independent judgement of the company’s or
Group’s best interest cannot be exercised.
The main areas of such actual or potential conflicts of
interest shall include the following:
a) An employee or a full-time director of a Tata company
conducting business on behalf of his / her company or
being in a position to influence a decision with regard
to his / her company’s business with a supplier or
customer where his / her relative is a principal officer or
representative, resulting in a benefit to him / her or his
/ her relative.
b) Award of benefits such as increase in salary or other
remuneration, posting, promotion or recruitment of a
relative of an employee of a Tata company, where such
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an individual is in a position to influence decisions with
regard to such benefits.
c) The interest of the company or the Group can be
compromised or defeated.
Notwithstanding such or any other instance of conflict of
interest that exist due to historical reasons, adequate and
full disclosure by interested employees shall be made to
the company’s management. It is also incumbent upon
every employee to make a full disclosure of any interest
which the employee or the employee’s immediate family,
including parents, spouse and children, may have in a
family business or a company or firm that is a competitor,
supplier, customer or distributor of or has other business
dealings with his / her company.
Upon a decision being taken in the matter, the employee
concerned shall be required to take necessary action, as
advised, to resolve / avoid the conflict.15
If an employee fails to make the required disclosure and the
management of its own accord becomes aware of an
instance of conflict of interest that ought to have been
disclosed by the employee, the management shall take a
serious view of the matter and consider suitable disciplinary
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action against the employee.
Clause:21
Securities transactions and confidential information
An employee of a Tata company and his / her immediate
family shall not derive any benefit or counsel, or assist
others to derive any benefit, from access to and possession
of information about the company or Group or its clients or
suppliers that is not in the public domain and, thus,
constitutes unpublished, price-sensitive insider information.
An employee of a Tata company shall not use or proliferate
information that is not available to the investing public, and
which therefore constitutes insider information, for making or
giving advice on investment decisions about the securities of
the respective Tata company, Group, client or supplier on
which such insider information has been obtained.
Such insider information might include (without limitation)
the following:
Acquisition and divestiture of businesses or business units.
Financial information such as profits, earnings and dividends. Announcement of new product introductions or
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developments. Asset revaluations.16 Investment decisions / plans. Restructuring plans. Major supply and delivery agreements. Raising of finances.
An employee of a Tata company shall also respect and
observe the confidentiality of information pertaining to
other companies, their patents, intellectual property rights,
trademarks and inventions; and strictly observe a practice of
non-disclosure.
Clause:22
Protecting company assets
The assets of a Tata company shall not be misused; they
shall be employed primarily and judiciously for the
purpose of conducting the business for which they are
duly authorised. These include tangible assets such as
equipment and machinery, systems, facilities, materials
and resources, as well as intangible assets such as
information technology and systems, proprietary
information, intellectual property, and relationships with
customers and suppliers.
Clause:23
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Citizenship
The involvement of a Tata employee in civic or public affairs
shall be with express approval from the chief executive of
his / her company, subject to this involvement having no
adverse impact on the business affairs of the company or
the Tata Group.
Clause:24
Integrity of data furnished
Every employee of a Tata company shall ensure, at all times,
the integrity of data or information furnished by him/her to
the company.He/she shall be entirely responsible in
ensuring that the confidentiality of all data is retained and
in no circumstance transferred to any outside person/party
in the course of normal operations without express
guidelines from or, the approval of the management.
Clause:25
Reporting concerns
Every employee of a Tata company shall promptly report
to the management, and / or third-party ethics helpline,
when she / he becomes aware of any actual or possible
violation of the Code or an event of misconduct, act of
misdemeanour or act not in the company’s interest. Such
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reporting shall be made available to suppliers and
partners, too.
Any Tata employee can choose to make a protected
disclosure under the whistleblower policy of the company,
providing for reporting to the chairperson of the audit
committee or the board of directors or specified authority.
Such a protected disclosure shall be forwarded, when
there is reasonable evidence to conclude that a violation is
possible or has taken place, with a covering letter, which
shall bear the identity of the whistleblower.
The company shall ensure protection to the
whistleblower and any attempts to intimidate him / her
would be treated as a violation of the Code
Vivanta by taj president
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Located in south Mumbai’s business district Taj president has been revamped to cater modern businessmen. The hotel belongs to the upper upscale business properties and was founded on 28th feb 1973.
Beginning with A single-point reception counter in the center of the lobby to the well appointed executive rooms and state of the art business facilities with lighter cuisines at all legendary restaurants.
A 17 storey building of with 292 rooms including 20 suites to choosew from either a sea facing or facing room. The hotel has developed special amenities catering to the need of clientele like the modern business world has given rise a new breed – the independent career women, which is why at vivanta at taj president have rooms exclusivelydevoted for lady executives.
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Address:90, Cuffe Parade,Mumbai(Bombay) – 400005,Maharashtra, India.
Accessibility:35 kms from airport, 3 kms. from railway station.
Locational advantages:Situated in Central Business District.
Hotel description:Bubbling with big-city delight, this five star deluxe hotel offers spectacular views of the harbour and the city. Heaven of comfort and style, this hotel welcomes respite of tranquil relaxation, while still being close to the city’s main business district, so you are just steps away from all the excitement it has to offer.
Leadership at vivanta by taj president
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Mr. Pankaj Sampat- General Manager
Chef Ananda Solomon- Corporate Chef Business Hotels And Executive Chef
Mr. Sushil Tandon- Resident Manager
Mr. Marshall Dias- H.R Manager
Chef Uddipan Chakraborthy- Executive Chef
Mr. Melvin Saldana- Executive F & B Manager
Mrs. Kavita Shah- Executive Housekeeper
Mr. Gaurav Miglani- Front Office Manager
Mr.Amit Dutt - Chief Engineer
Mr. Benny Mathews- Credit Manager
Ms. Ananya Sinha - Director Of Sales
Mr. Satyam Sen Gupta- Learning And Development Manager
Mr. Manoj Mhatre- System Manager
Mr. Omkar Sawant- Security Manager
Mr. Amit Tibrewala-Finance Manager
Dr. Shweta Donde -Health Club Manager
Mr. Kulneshwar – Material Manager
PRESIDENT THROUGH THE YEARS
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Around this time Cuffe Parade became Mumbai’s elite residential area & also the world trade center came up right behind the hotel. Keeping in mind the clientele the following changes were made.
Café au lait converted to Trattoria.
Real Mckoy converted to Library Bar & now The Wink Bar.
The Mayfair converted to Gulzar (Indian restaurant) & now Konkan Café.
Thai Pavilion- a new restaurant.
Sugar n spice- Pastry shop.
Business center
Health club at the pool levelTrend-Set beauty parlour at the pool level.
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HISTORY OF VIVANTA BY TAJ PRESIDENT
Piem Hotels Limited was founded on the 28th day of February, 1968 Mr. Vashdev M. Nagpal, Mr. Lalchand M. Nagpal & Mr.Rajkumar M. Nagpal, four brothers who were till then the owners of Shree Ram Mills.
The name Piem Hotels was derived at, keeping in mind the initials of their father Pokardas Menghraj – P M. The principle object of the company was to construct & operate a full-fledged 5 star hotel at Cuffe Parade. The site being minutes away from the commercial hub- Nariman point & 30 km from the domestic & international airports.
Mr.Lalchand Nagpal visualized & foresighted that the mill business would collapse & therefore got out of it. After getting out of the mills business in 1967 they were looking for a new business proposition & met with Mr. John Voyanziz, who owned the ambassador hotel in Mumbai.
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An enthusiastic person already earmarked the plot of land at Cuffe Parade for a hotel, but he was not able to fulfill his dreams. This plot of land was shown to the Nagpal Brothers who from then spent long months studying hotel business. Mr. Lalchand Nagpal traveled all over Europe along with Mr. John Voyanziz who showed him different hotel properties. Mr. Lalchand Nagpal returned to India & put forth his ideas to his brothers who decided to go ahead with this project & build a hotel.
They then approached M/s. Pheroze Kudianvala & Associates to design & finalise the conceptual drawings for building President Hotel.
At this stage they appointed the first General Manager – Mr. B. H. Shahani who had a number of years experience in the hotel industry & who helped with the hotel project. Mr.
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Voyanziz was their consultant till the project was completed.
Hotel President was constructed at a cost of Rs. 242.27 lacs which was mainly financed by a long term loan of Rs. 80 lacs by the hotel developmnt loan board & Rs. 30 lacs by ICICI. The company had also issued two types of preference share capital mainly 9% first redeemable preference shares & 3% redeemable preference shares. The 3% shares were mainly issued to the shop owners to whom the shops were rented. 9% shares were subscribed by the ICICI, to the extent of Rs. 10 lacs & the Nagpal Brothers subscribed to the balance.
The Hotel was completed in all respects & it threw open its doors to the guests on the 16th of April, 1973. the tarrif was then Rs. 60 for single room, Rs. 80 for a double room & Rs. 100 for a suite. Only 8 floors of the hotel were functional.
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THE WAY BEGAN WITH…
The Bar- The Real Mckoy- The décor of the room was distinctly masculine & suave. It was paneled in wood. The tapestry of rich red colour. The bar & the counter area was decorated in the classic western fashion with mirriors. The name Real Mckoy meant Americansm for excellence, first rate, the genuine article, the real thing.
The Restaurant – Mayfair- Very French in its concept of elegance. Adjectives one could apply for the restaurant are – Delicate, exclusive, posh. Gorrmet restaurant, with a very definite touch of snob appeal. The purple décor reminiscent of “ROYAL PURPLE”, in most countries of the world associated with monarchy & aristocracy.The name Mayfair meant the ultra fashionable London area, were all the British aristocracy have their own houses. Has been so since the time of Edward III.
The Coffee Shop- Café Au Lait- the entire decor was very youthful and in black & white. The theme singular in its application- tables, chair, walls, drapery, table linen & black and white blown up photograph. Even the coffe served was black and white.
Poolside Cafeteria- a public room that with an outdoor sporty image.Brasserie- the name selected meant French for brewery, alehouse, restaurant.
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The Banquet Hall- The Pesidential -A Grand spacious hall that accommodates a large gathering of people. This hall is used for fashionable wedding receptions & such like.The Presidential- The name meant topmost in the hierarchy. Also echoing the name of the hotel.
The Conference Rooms- THE CHANCERY- this room can double for both business meetings, seminars & conferences, as well as for private parties & cocktails.The Chancery- The word had a good ring to it. The association is with West German Chancery, the Chancellor’s place of work, where decisions of government are taken.
Room service- 24 hours.
In January, 1977 Mr. Naraindas Nagpal also opted out of the project. Mr. Lalchand Nagpal who toiled hard to get the hotel on to its feet did not want to give up & looked out for a partner to take over Mr. Naraindas Nagpal’s share. He approached Mr. Ajit B. Kerkar, then the managing director of Indian Hotels Company Limited, who instantaneously agreed to join the venture. Thereafter on 2nd of April,1977 an agreement was signed appointing Indian Hotels Company Limited as “ Consultants & Advisers” for Piem Hotels Limited. After the agreement was signed work on completing the project commenced & the balance floors completed. The hotel was fully commissioned in 1979 & is one of Mumbai’s leading business hotels.
In the year 1982 Piem Hotels Limited entered into a license agreement with Naveen Hotels Limited, Bangalore & put up a 2nd unit namely Taj Residency, Bangalore which was fully commissioned on 21st march,1983. It is operated by The Indian Hotels Co. Ltd., & has steadily built up its own loyal corporate clientele.
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In 1984 Piem Hotels entered into another license agreement with Northern India Hotels Limited & took over the operations of Hotel Galaxy, Agra (now called Taj View Agra). The Hotel is operated by the Indian Hotels Company Limited.
In 1994- Piem Hotels entered into another license agreement with Noorjahan Hotels Limited & commenced operations of Taj Residency, Indore in the year 1995. Since the commencement of the operations, Indian Hotels Company Limited are consultants & advisers to the aforesaid hotel. As on 31st march 1998 Noorjahan Hotels Limited became a 100% subsidiary of Piem Hotels Limited. On 8th of September, 1994 Piem International (H.K) Limited was incorporated a wholly owned subsidiary company of Piem Hotels Limited.USD 19 Million was invested towards the shareholders deposit with a convertibly clause & USD 1 Million towards equity.
Piem International (H.K) limited financed renovation of Lexingon Hotel at New York & received management fees from Lexinton Hotels upto the date of sale i.e 16th
June,1999. In the year 2000-01 Piem International (H.K) Limited invested in St. James Court Hotels Limited commenced operations of Taj Residency, Nashik, on 20th
march, 1996 & appointed Indian Hotels Company Limited as consultants & advisors to the aforesaid Hotel.
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HOUSEKEEPINGEdwin Antony
HOUSEKEEPING An Introduction
The hierarchy of the housekeeping department is very simpleIt is as follows:
EXECUTIVE HOUSE – KEEPER
ASSISTANT HOUSE – KEEPING MANAGER
FLOOR SUPERVISOR LAUNDRY MANAGER
UNIFORM ROOM ATTENTDANT
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ROOM BOYS
DUTIES & RESPONSIBILITIES OF A GUESTROOM ATTENDANT
Cleaning of a given no of rooms ensuring a defect free room
Single point entry of rooms Provides high level of service Follow up on any assignment given by supervisors Should be helpful & courteous to guest Maintain hygiene standards by using proper usage of
chemicals Ensure fire exits, pantries & back area corridors are
maintenance free Follow security procedures
DUTIES & RESPONSIBILITIES OF FLOOR SUPERVISORS
Supervisors should ensure maximum efficiency at work Inform executive housekeeper about any damage or
loss done Ensure super cleaning is done periodically
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nsures guest special request are delivered to the guest
& then bought back Keeps record of various task Follows emergency procedures Ensure that amenities go to the room on time Should be able to identify all the guest by their name &
preferences Take care of guest complaints Needs to coordinate with front office to get priority
rooms If DND is on for two consecutive shifts the duty
manager should be informed Takes care of discrepancy reports & updates hotel
system Should know the room layout & conditions Ensure proper usage of chemicals.
The time taken to clean a departure room is 40 minutes & the time taken to clean an occupied room is 20 minutes.
The order in which rooms have to be cleaned isvacant rooms departure rooms occupied rooms
Housekeeping plays a vital role in the upkeep, maintenance & cleanliness of any organization.In Hotel, it needs to be very firm & continuous in terms of the activities of the hotel functions smoothly with a sense of hygiene & pure air.The overall décor of the hotel is too taken care by the housekeeping department.It involves cleaning, sweeping, mopping, washing, ironing, wiping, buffing, dusting, vacuuming….may be the list goes on & on….that puts up that, the housekeeping staff has no rest….but simply works & enjoy.
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It has many sub-sections under it & all of its co-ordinations with the other departments of the hotel is of utmost importance.Very essentially – the employees uniform i.e., taken care by the housekeeping staff, then the daily linen requirements, either room linen or F&B service linen – HK is responsible for all.Sub-sections under Housekeeping includes Rooms, Public Area Housekeeping, Laundry (for in-house hotel purpose as well as guests), Uniform Room, Florists & Housekeeping godown.
ROOM INVENTORY
Total inventory of 292 rooms, including 23 suites.
Break-Up: -
Deluxe rooms: 120Rooms
Deluxe premium Rooms: 133Rooms
Executive Rooms: 39Rooms
Suites: 23 Suites
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Smoking floors are: 2nd, 4th, 6th, 7th, 10th, 11th, 15th, 16th and 17th.
Non smoking floors are: 3rd, 5th, 8th, 9th, 12th and 14th.
Deluxe rooms: present on 3rd, 4th, 5th, 6th, 7th and 8th floor, each floor has one suite. Each deluxe floor has one suite at room 02
Deluxe premium rooms: present on 9th, 10th, 11th, 12th, 14th, 15th and 16th. Each deluxe premium floor has 2 suites at room 02 and 20.
Executive rooms: 2nd and 17th floor respectively. The 2nd
floor has 01 suite at room 02 and 17th floor has 02 suites at room 02 and 20.
Room no 615 is a special room for guests who are handicapped.
Rooms with video camera facilities are: 215, 315, 415, 515, 715, 1414, 1415 and 1615 specially made for single lady travelers.
Types of guest roomsDeluxe room
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Deluxe premiuM ROOM
Executive Rooms
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SuitesDeluxe Suites
Deluxe premium suitesExecutive suites
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GUEST ROOM SUPPLIESLaundry bagShoe shine Pair of slippersSewing kitPens/pencilsScribbling paperEnvelopesLetterheadsPostcardsAshtray/ matchbox (Only in smoking rooms)
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BibleBhagwadgitaNewspapersBottles of water Tea & coffee sachets Clip hangersCoat hangersTea kettleCups
LADIES ESSENTIALS
Bath & shower gelHand & body lotionTalcum powder
BATHROOM SUPPLIES Bath towels Face towels Hand towelsBath matBath robe Dental kitShaving kitShower cap CombLoofahDisposable bagSoapShampooBath gel Talcum powderHand and body lotionToilet rollTissue paper Toggle glasses
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Weighing machine Hair dryer(NOTE : All the bathing amnities are herbal)
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BED SUPPLIES
Mattress protectorBed sheetDuvet coverPillow protectorsPillow covers
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THE CHEMICALS USED IN THE HOUSEKEEPING DEPARTMENT
PRODUCT PRODUCT DESCRIPTION
COLOUR USAGE
TASKI R1 Bathroom cleaner White 1:20 or 50TASKI R2 Hard surface
cleanerLight green 1:20 or 50
TASKI R3 Glass cleaner Like water 1:20 or 50TASKI R4 Furniture
maintainerWhite Ready to use
TASKI R7 Air freshner white Ready to useTASKI R6 Water closet
cleanerJet blue Ready to use
D7 Metal cleaner white 1:50
All taski products are manufactured by Johnson diversy.
UNIFORM ROOM
The uniform room at Taj President, Mumbai is situated at the Basement. Its location is well planned so as to make it comfortable for all the employees to collect the uniform. It is situated at the vicinity of the laundry, the linen room, the sewing room & the males / females cloak rooms, so as to make it convenient for solving all the issues related to uniforms. It is spacious enough for the convenience of the staff, to have of the par stock of all the uniform of all the levels. Well equipped with steel rods from one wall to the other & in which uniforms are hanged. Not only linen but shoes are also takes care by the uniform room. The daily issue of the uniform to the employees is on the even exchange basis. The sewing/ tailor room is also situated in the uniform room. Any problem with any of the staff’s uniform is dealt
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here either immediately, if it’s a minor one or at a day’s time. The repairs & alterations are done over here.
LAUNDRYThis is another revenue generating department into housekeeping.It is spacious, well equipped & well maintained.I was here for a period of 1 week. It was just observing & learning & sometimes assisting the staff with their work.The hotel has invested a large sum into their laundry machines & equipments. They have commercial washing machines (20-40 kg loading power), drying machines, Folding machines, Ironing/steaming machines, coat buffing machines etc. The washed linen is the stocked into the linen room, from where it is issued to the floor linen runners. Guest laundry is also taken care of. The guest laundry is collected in laundry bags during the specified hours with all the details entered in the laundry form (*sample attached) & is the sorted out for the kind of material, the kind of wash required/preferred & kept separate accordingly. It is then delivered as per the mentioned timing at the guest room.The charges are posted to the guest account.
FLORIST:This section is responsible for all flower arrangements in the hotel including lobby, guest rooms, public areas and floors.
Some commonly used flowers are:
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Anthurium Bird of paradise Astomeria Carnishan
PANTRY SETTING The housekeeping pantry is setup on all the floors. For the sake of the convenience of the Room attendants & the Linen runner, there is a pantry at the end of each floor. The linen is brought up the floors by the means of steel easily movable trolleys.
The pantry is set up in such a manner that it suits the convenience of the attendants. There are 3 cupboards of different sizes placed in the pantry. In the smallest cupboard all the chemicals & caddies are stored. In the 2nd
cupboard all the amenities of the room are kept. And in the 3rd
cupboard all the linen is stored…the bedsheets at the bottom rack, the duvet covers above it & the pillow case etc. above it & the other sets of racks contain the bathroom linen arranged in the similar manner.
Near the entrance of the pantry there is a soiled linen dump area called Linen Chute. Inside the pantry, at a corner there is a place reserved for the vacuum cleaner, dustbins, extra beds, minibar extra ironing board & the maids trolley is just left in the mid-area. The pantry is always locked & the keys are kept with all the concerned persons on the floor.
The pantry has to be cleaned & maintained on regular basis as there are surprise audits…& the points gets added to the department score.
The products and the equipments used:
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All the products used in hotel are of Johnson & Diversy. Taski bora 12 is the vacuum cleaner used.Equipments used:Carpet brushIndoor sweeping brushKettle brushPex scrubbing brushHard hand brushFloor polishing machineVacuum cleanerLong handle mop
Pantry stock list per week
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Floorings at President:
BANQUETS:
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The floor of banquets is made up of “Italian marble”. It is cleaned as per the amount of parties occurring.
LOBBY:Lobby flooring is also of Italia marble while viner is used for reception area and most parts of the wall.
TRATTORIA:It is a restaurant with wooden flooring and marble too is used.
KONKAN CAFÉ:The floor is of sandstone and wood.
WINK:The flooring of wink is of flame granite and carpet is used at the sitting area.
ROOMS:Some of the rooms have carpets and the others have wooden flooring
Public Area Cleaning:
Sinar Jernih maintains public areas at President.It is on contract basis.The project manager is Mr. Binay Sharma.Areas maintained by Sinar Jernih are lobby, banquets, pool, cafeterias, staff lockers all restaurants, basement, 1st floor (all executive offices), main porch, business center, laundry, and uniform room.
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Forms & various documents used by housekeeping department
Knob cards placed in room
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Laundry slip (back and front side)
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Key card (front & back)
Wi-fi connection instruction card
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FRONT OFFICE
Front office
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At Vivanta by Taj President front office department is sub- divided into:Bell deskService centerTelephones (operators)Fitness centerBusiness centerReception
ORGANISATION & HIERACHY OF FRONT OFFICE STAFF
Front office manager
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Deputy front office manager
Duty managers
Asst.front office managers Guest relation executive
Travel desk executives
Bell captain
Bll boy
Reception is further sub-divided into:ReceptionistConciergeCashierGuest relations
1. Bell desk : The bell desk of the hotel is a well-staffed selection. They work round the clock with speed & accuracy. It is a very busy section and is mainly responsible for guest luggage handling. It works under the concierge. The concierge makes the duty rota of the bell captain & bellboy.
Functions of a bell boy:
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Luggage handling Delivering guest messages, mails, couriers etc. Delivering newspapers Double locking of rooms as & when required with the
help of master key. The bell captain is responsible for filling the C forms
for foreign check in of the previous day. The bell captain also receives guest calls for luggage
pick-up during departures or shifting of room. Bellboy is also suppose to check any breakage or
missing items in a departure room. As & when the departure calls are received it is the
duty of the bell captain to inform the minibar & room service for clearance.
There is also a luggage room is the back area of bell desk, where guest luggage can be stored.
Talk lines used at bell desk:Bell desk, Wish of the day Russell speaking how may I assist you?
For temporary storage:Temporary luggage pass is made in duplicate. A copy is given to the guest while other is attached to the luggage register.
For overnight & long storageA baggage storage receipt is made in triplicate, 1st copy is given to the guest, 2nd copy (pink copy) is attached to the luggage & 3rd copy (yellow copy) also called as “filled copy” is stored at the bell desk. It is also entered in baggage register.
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Luggage tag & luggage receipt
Forms used at bell desk:Bellboy errand card: every time a bell boy carries an errand which may be guest luggage on arrival, a mail, a package, courier or any other errand to a guest room, a bell boy errand card is filled up by the bell captain.
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Bellboy control chart: it also records all the information that is recorded in the errand card. It is consolidated record of each day’s carried to & from rooms.
Baggage register:A register in which the entire luggage stored by the guest is recorded.
2. SERVICE CENTRE:Service center is the ‘back office’ of front office department. Service center takes indoor as well as outdoor calls. It is a very important section of front office, as the guest may call them for any kind of query. The staff at service center must know the every possible detail of the hotel. Whenever there is any kind of request from the guest, the staff at service center should attend to it as soon as possible. The diagram below shows how the guest request is completed.
Service centre request flowAll guest’s requests are received by the service center agent
These requests are fed into FCS, thereby creating a unique job code for every request.
Service center agents forward the job request to the concerned department runner through SMS & a call.
Once the job is completed, the runner calls up the service center agent to close the job in FCS
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The job can be alternatively closed by the runner himself by dialing 2040 from any house phone & entering his ID #/ password#/ job code/1.
NOTE: In case the job is not completed within the specified time limit; the matter is escalated to the next level as per the hierarchy of the department. & incase the job needs time than the specified time defined in FCS, only supervisor can extend the job completion time thereby restricting the escalation to the next level.
Talk lines used at service center:
Wish of the day, u have reached 24/7, Russell speaking, how may I assist u sir/mam?
Extension number : 2050 & 2051
3.Telephones (Operators):The duty of the operators is to take phone calls mostly from outsiders. They even help in transferring calls.
Extension number: 0
4. FITNESS CENTER : Fitness center of Taj President is on pool level. It is 24 hours. There are 3 trainers. Different massages are available at fitness center such as reflexology massage, hard tissues massage, sports massage, back massage, stretching massage etc. the cost varies according to the type of oil used. Cross massages are not available at fitness center of taj president.
Talk line used :
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Fitness center, Wish of the day, Russell speaking, how may I assist you?
Extension Number : 3302
5. BUSINESS CENTER : Business center will provide you with all the necessary services & facilities to conduct your business
comfortably without having to leave the hotel. It is located on the 1st floor.
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Services provided at business centre:The business center ensures all the guests business needs & queries are met so that the guest can function seamlessly without having to feel the lack of office business support while on the business travel.Following are the services provided:Executive secretarial services (typing)PhotocopyingConference rooms, workstations & executive offices.Lamination & book bindingPrinting serviceTranslation &interpretation servicesCourier servicesE-mail internetOffice equipments & audio-visual equipment rentalTelecommunicationsReference library
Brief about different conference rooms present in business center:
Conference room no1:Capacity: 12 personsExtension number: 2019[Area specification for room no. 220sq. ft.]
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Conference room no 2:Capacity:6 personsExtension no: 2111[Area specification for room no. 170 sq. ft.]
Conference room no 3:Capacity: 10 personsExtension no: 2114Area specification:220 sq. ft.
Conference room no 4:Capacity: 4 personsExtension no: 2108Area specification: 170 sq. ft.Services provided by Business Centre:Secretarial servicesPhotocopyingColour PhotocopyingB & W PrintingColour printingFacsimileComputer usageInternet usageOther services
ScanningLaminationCombo Binding, Courier services- Printing cards- For 100 cardsPost itFloppy Plastic folder Felt PenAcetate MarkerWhite Board Marker
Equipments on rent:
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Personal Computer-on requestPrinter- on request.Dictaphone- on request.Laptop- on request.TV/VCROPHVideo Conference FacilitiesLCD
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Charges at business center
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Check list of business center for conference room:
Co. name:
Booker:
No. of pax:
Main contact:
Timings:
Any special requirements:
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Check list for conference room
Things to be checked Tick
All new pads with sharpened pencils.Should have an executive box at the center of the table containing: a stapler, stapler pin box, 2 white board markers, 2 pens, 2 pencils, pencil eraser, pencil sharpener, clips & rubber bands.Penholder having a minimum of 5 pencils at the center of the table.Should have 3 bottles of water on the table & 3 bottles on the side table.Menu cards should be kept on the table accessible to everyone ( max 2 in a room).Flower vase in center.The wall clock should show the correct time.The carpet should be clean without any stains.All electrical points should be checked to ensure they are in working condition.Glasses should be adequately placed i.e. equal to the number of chairs in a room.The dustbin should be without any litter.
Check list
Value of the week:Taj way for the day:Act Room Occ:Bud:
Act #’s Occ:Bud:
Act ARR:Bud ARR:
Arrivals: Departures: Rev. the day:Bud. Rev. the day:
BC Revenue
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Budget: Budget: Budget:Daily: MTD: YTD:Banquet functionsSenate: Capitol: Forum:
Pres. (N) Pres. (C) Pres. (s)Assembly:
6. RECEPTION:
Pre check-in process:
1ST Timer reports to be printed.GRE will handover this report to receptionTrace for the 1st timers would be attached by the GROn availability room numbers will be blockedTIC cards will be attached along with the guest information sheet to the reg. Cards by the night shift reception.
Check-in process:
Good morning sir/mam, how may I assist you?Guest confirms the reservationWelcome to Taj President Mr./Ms.Present the reg card as per the standardMay I request for your biz card/ passport?If no business card “are you here on leisure or business” & could I have your address on the reg card along with your signature?May I have your choice of newspaper?For a direct payment check mode of settlement- “ how would you be settling your account?
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Request for the credit card “may I request for your credit card?”For cash payment “may I request for the deposit of Rs…. Mr/Ms..Reconfirm the date & time of departure “we have your date of departure as 31st of may till what time would u like to keep the room?Depending upon the answer check the availability and initiate the late check out procedure.Write the name, room number, check in & check out date & rate ( except for TA)on the key card.Handover the key with the inner circle card & guest information sheet.Mr…. Your room no is 1607 on the 16th floor. I have enclosed a TIC & GIS in your key card, which is created to reward you for your patronage of the Taj. And may we request you to fill GIS card at your convience.Would you require any assistance with your baggage?The elevators are towards your right we will have your baggage sent up immediately.Do have a comfortable stay with us.Escort a lady guest.
_____________
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Comment Card
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FOOD AND BEVERAGE SERVICE
HIERARCHY FOR FOOD AND BEVERAGE
DIRECTOR OF FOOD AND BEVERAGE
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ASSISTANT DIRECTORS OF FOOD AND BEVERAGE
OUTLET MANAGERS/ DEPARTMENTAL HEADS/ TRAINERS
ASSISTANT MANAGERS
TEAM LEADERS
WAITERS
FOOD AND BEVERAGE OUTLETSTrattoria
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MANAGER: MR. AFZAL KHANALL DAY. ALL NIGHT. ALL ITALIAN
Enter the most buzzing all day dining restaurant in the city. This Italian speciality restaurant isn't just Mumbai's favourite Italian eatery, but also the hot hangout for South Mumbaites. Stylish and casual. With a wooden floor, maple-veneered furniture, potted plants and chrome and brass balustrades. A vibrant mural depicting Italian festivities in rich colours dominates the far wall. Adding to the latest innovations in the restaurant is the open show kitchen where a brick-based Italforni oven bakes oak-flavoured pizzas.
This hip eatery serves up authentic fare under the watchful eye of celebrity Chef Ananda Solomon. The food is largely influenced from the southern regions of Italy. Find distinct flavours from regions like Sicily, Pescara, Potenza and Bari. The Italian Sunday Brunch features a huge array of antipasti, soups and mains along with a huge dessert selection complete with chocolate fountain.Cuisine types: All-day dining, Italian
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Location: Lobby LevelHours: Open 24 hoursAttire: Smart CasualAverage Check: Rs 750Telephone: 91 22 6665 0808Seating Capacity: 128 covers
It also runs a morning breakfast buffet charging 750 + taxes and Sunday brunch @ 1250 + taxes non alcoholic and 1450 + taxes alcoholic
Konkan café
MANAGER: MR. AKHIL GCOME HOME TO COASTAL KONKAN, KARNATAKA AND KERALA
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Feel welcome in a typical Mangalorean home. As if you've walked into the kitchen of a local house somewhere along the coast. The warm, muted colours, home style, banana leafed Thaalis and Goan music complete the atmosphere. Here's where the cooking techniques change according to the time of the year and seasonal ingredients rule the ever changing menu. Choose to sit in the 'verandah' designed artistically with extensive use of timber and rustic finishes, or under the recreated "open sky" where mood lighting changes from day to night. Sit at tables decorated with "aboli" flowers or lamps.
The Konkan Café is a tribute to the coconut-rich cuisine of the areas that stretch between Mumbai and Karnataka. This inviting restaurant offers rustic delights such as an open bread kitchen.
Take delight in Vivanta by Taj hospitality. With polite and cheerful staff, who know all about what they serve. The staff's smart and trendy uniforms that highlight the casual and contemporary feel of the café, are designed by Ravi Bajaj, a leading fashion designer.Cuisine type: Konkani (West & South India Coastal)
Location: Lobby LevelHours: Lunch - 12:30 p.m. to 2:45 p.m., Dinner - 7:00 p.m. to 10:30 p.m.Reservations: RecommendedAttire: Smart CasualAverage Check: Rs 1250Telephone: 91 22 6665 0808Seating Capacity: 86 covers
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Thai pavilion
MANAGER: MR. NAVEED KHAN
THAI CUISINE RE-DISCOVERED. AND FRESHLY ELEVATEDChef Ananda Solomon introduced Thai cuisine to the country with the original Thai Pavilion in the early 90's. Before the launch he spent many months across Thailand experiencing and studying its cuisine and culture. In a stunning journey of re-discovery, Chef Ananda goes back to
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the roots and now presents an elevated version of this popular cuisine.
The menu is ever changing. Seasonal fruit and vegetables make a fresh appearance. Like in the Yum Ma Muang (Raw mango salad with water chestnuts). Or in Tub Ped Nor Mai Talay Nai Sos Ma Muang (Foie gras with sea asparagus and mango sauce). Try the celebrated Pia Nueng Manao (Steamed John Dory with corriander, chilly, peanut in a tangy sauce). And round up your experience with Fok Thong Sankaya (Delicately steamed custard in baby pumpkin) and Tub Tim Grob (Diced water chestnut with coconut milk)
The Thai Pavilion opened its doors once again in 2007. After a dramatic make-over conceptualized and designed by the master Japanese designer - Noriyoshi Muramatsu. A move away from the conventional Thai décor and presented a contemporary version yet rooted in a sense of nostalgia. One wall is a collage of scrap wood intricately carved with Thai motifs; another is a fretwork of traditional Thai Craft.
An interactive kitchen in the middle of the restaurant provides not just live cooking but also the smells and sounds from the kitchen which stimulates the senses. There are also semi private dining areas and some tables with sunken seating for those who want to eat in traditional style.The staff also recommends excellent pairing of food with a fine collection of young and vintage wines.
Cuisine type: ThaiLocation: Lobby LevelHours: Lunch - 12:30 p.m. to 2:45 p.m., Dinner - 7:00 p.m. to 11:30 p.m.Reservations: RecommendedAttire: Smart CasualAverage Check: Rs 1550Telephone: 91 22 6665 0808Seating Capacity: 89 covers + 8 bar stools
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Wink
MANAGER: MR. ROHAN R
RAISE THE BAR.It doesn't get any better. Wink sets the standard. This high energy bar is unparalleled. Distinctive elixirs, the latest music and mouth-watering eats in a vibrant setting, come together to provide a spirited experience like no other. Wink provides a smooth transition of two interconnected spaces, allowing guests to shift from the high-energy bar area with its glass bar, stone flooring and brick walls to the more intimate, carpeted lounge area in an instant. With no doors or separate entrances to each area, guests can move from one to the other in the 'wink' of an eye.
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The martinis at Wink are made from fresh ingredients. Fresh fruits, vegetables, herbs and spices are what give 'Winktinis' a fresh twist. Try the fresh herb, fruit and vegetable herb based Detox cocktails.You can't ignore the big winners. Grass- Awarded best cocktail in India 2007 by Belvedere. Farmer's Son - Winner of best cocktail 2009 by Ambrosia. Bounty White - Awarded the Bacardi Martini Grand Prix 2010. And that's just for starters. The resident mixologist J. Majerik takes colour, form and style to a different plane. Try resisting his creations.Wink has been designed by the cutting edge Japanese design firm SUPER POTATO. The designer Noriyoshi Muramatsu has to his credit design works for a host of restaurants and bars in Japan, London and San Francisco, including the hip and fashionable ZUMA in Knightsbridge, London.Let's drink to all this!Cuisine type: BarLocation: Lobby LevelHours: 6:00 p.m. to 1:00 a.m.Attire: InformalAverage Check: Rs 1110Telephone: 91 22 6665 0808
Signature dishesWinkitinisDetox cocktailsWasabi martiniChaitiniCucumber sake martini
Sugar & spice
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AND EVERYTHING NICE
Sugar & Spice - where you can smell the coffee, tea and freshly baked cakes. Sugar n Spice has the most inviting array of patisserie delights. Dig in the cold cuts, cheese and spreads. Sample a wide variety of chocolates, wholesome sandwiches, divine deserts. Try resisting the hot and spicy chicken kathi kabab rolls. A deli that delights.Cuisine type: Bakery, Confectionary, Beverages & Patisserie.
Hours: 8.00 a.m. to 11.00 p.m.Location: Next to the lobby in the shopping arcadePacked boxesAttire: InformalAverage Check: Rs 250Telephone: 91 22 6665 0808
banquets
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MANAGER: MR. CHARUL SEHRA
Banquets consist of 6 halls:
Presidential north Presidential central Presidential south Capitol Forum Assembly Presidential north, south and central make up the
ballroom which is 4800sq.ft .It can provide space to 1200 guests standing spaciously.
Different kinds of seating are provided:
Theatre Casual “U” shape
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Double “U” seating Round Conference
IN ROOM DINING (IRD)
MANAGER: MR. MARK M
The Butler Service & in room dining service operates 24
hours a day in 3 shifts, 365 Days a year.
MINI BAR CONTENTS
2 Himalayan mineral water
1 Diet cola
2 Smirnoff vodkas
2 black label whiskey
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2 red label whiskey
2 bacardis
2 real fruit juices
1 mirinda
I pepsi
1 seven ups
2 kingfishers
2 shwippez sodas
SNACK BAR CONTENT
1 border chocolate/butterscotch chip cookies
2 pringles
1 box each of almonds, salted cashewnuts
Toblerone
Alpen light bar
Eat natural bar
Rice bytes
Penn state pretzels
Khatta metha
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Room service card
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cullinary
HIERARCHY FOR CULINARY DEPARTMENT
Corporate Chef
Executive Chef
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Executive Sous-Chef
Chef De Cuisine
Sous Chef
Chef De Partie
Demi-Chef De Partie
Commis Chef
COMMISSARY AND BUTCHERY
Commissary and butchery is a department which is heart of outlet kitchens as all the raw materials such as vegetables, butchery, fresh fruits, dairy and juices are provided by this section only
The section also handles the basic mice – en – place for all outlet kitchens as per requisitions
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It also handle the main receiving from vendors for
outlets depending upon the requirement presented in advance
The commissary is responsible to check the incoming supplies both perishable and non perishable items
The commissary is also responsible for maintaining par stock as per incoming supplies so that over stacking and under stacking is controlled
FOOD COST CONTROL
Food control begins when the orders are placed to the materials who ultimately order the required number and quantity as per requisitions
The function of commissary is to receive, check, store correctly. Issue goods as required against the requisitions properly authorized
All purchases must be controlled stock is to be checked at least once a month
Any production of food is checked and is reuse in the best and most economical way
Check of sales with direct numbers catered for A record of cost for each section is made, recorded and
compared Total daily wage cost is recorded A weekly summary of all the relevant details must be
prepared The trading profit and loss a/c is prepared
RECEIVING PROCEDURES
According to B.O.T and on the balance store, the C.D.P makes a rough list of the ingredients required
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List is given to the sous chef Then the sous chef prepares scala and then one copy of
scala is given to the purchase department while other is kept with commissary
After receiving scala the materials give order to the supplier
The stores is picked up next day by the commissary from materials
And then the outlet chefs come and do pick up against the requisition
EQUIPMENTS IN OUTLET KITCHENS
Griller PulverizerCombi- ovenTandoorBrad pan / tilting pansBoilersSplit roasterStove and Gas RangesLarge and small tureensChopping boards (dark red, normal red, blue, yellow and white)Ladles and tongsGrindersPasta machinesGravity slicersPan cake machinesHot plateOven
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Some of the above mentioned Equipments
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EQUIPMENTS USED IN BAKERY AND PASTRY
Proving chambersThe chambers which create appropriate condition for yeast to ferment in less time
Rotating ovenThe oven in which entire trolley rotates which results in even cooking
Deck ovenThe oven which has deck like opening, in which product is placed
Foster 4 A small freezer in which all products are kept before giving them for service
Ice churner It is used to make ice creams
Hobart mixer A mixer used to knead large quantity dough or beat egg or make large quantity of batter
Bread slicer Is used to slice whole bread loaf into even slices
Dough mixer which makes dough in large quantities Bread roll divider
A machine which helps to divide the dough and make ball like shape
Dough sheeter It flattens the dough as per desired thickness
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Some of the above Equipments
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Konkan cafe
The konkan cafe is a tribute to the coconut-rich cuisine of the areas that stretch between Mumbai and Karnataka. Chef soloman and his team have travelled to the minute villages of the coastal belt to unearth mouth watering treats. THEIR SIGNATURE DISHES:Malabari chicken masalaCurdee mango ( prawn masala)Mangalorean fish curryKori gassiMutton sukkaTiryachi sukhe (clams in cocnut masala)THALISSeafood thaliNon veg thaliVeg thali
Thai pavilion
Chef ananda soloman introduced thai cuisine to the country with the original thai pavilion in the early 90’s. before the launch he spent many months across Thailand experiencing and studying its cuisine and culture. In a stunning journey of re- discovery , chef ananda goes back to the roots and now presents an elevated version of this popular cuisine.
EXOTIC VEGETABLES USED: cherry tomato, kadoon, pandan leaves, phetol leaves, kaffir lime leaves, zucchini, kasturi flower, galangal, Portobello, shitake etc.
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EQUIPMENTS: High flame gas burners, deep freezers, Chinese range, boiler, storage cabinets, working table, hot plate. BRANDS – Robert coupe, Hobart.
THAI NAMES: Chicken – KaiPrawn – koongMutton/lamb – peBeef – nuaPork- moaEgg – khaiNoodles – bameeVeg – jeDuck – pednoyFish – plaCoconut – mapraoCoriander - namkati
THEIR SIGNATURE DISHES:
Som tam (raw papaya salad)Poo nim krob(crispy soft shelled crabs)Kai phad prik daeng (chicken supreme flavoured with thai herbs)Phad phak ( stir fried vegetables in light soya sauce)Tub tim grob( waterchestnuts in cold sweetened coconut milk)
trattoria
Trattoria serves up authentic fare under the watchful eye of celebrity chef ananda Solomon. The food is largely influenced from the southern regions of Italy. Very distinct flavors from regions like Sicily, Pescara, Potenza and bari. The Italian Sunday brunch features a huge array of
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antipasti, soups and mains along with a huge dessert selection complete with chocolate fountain.
THEIR SIGNATURE DISHES:
Baked john doryKobe steakClassis tiramisuT-bone Steak,Tenderloin Carpaccio Grilled Pork
PIZZAS
(Thin, medium and deep pan crusts)Onion 'n' Chili Flake FiammaMargheritaPizza ttratoria
PASTAS
Penne CarbonaraCreamy Tomato Penne
ChexStaff cafeteria kitchen
Meal timings
MEALS TIMINGSBreakfast 6:30 am – 8:45 amLunch 12:00 noon – 2:15 pmEvening Tea 4:00 pm – 4:30 pmDinner 7:00 pm – 10:00 pmMidnight Snacks 12:00 midnight – 12:30 am
4:00 am – 4:30 am
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Sunday Wednesday and Friday – Non Veg Menu Monday Tuesday Thursday and Saturday – Veg
Menu
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SOFTWARES USED IN VIVANTA BY TAJ PRESIDENT
FIDELIOFidelio is the software used in the entire hotel. All the information about the room status, check-in, check-out, occupancy, guest profile, guest history, reservations, front office billing (cashier), bell desk, in room dining, housekeeping use this software.
INFO-GENESISMicros is the software which is filled with all the menus of the restaurants and bars.Micros is used in all the food and beverage service outletsfor making KOTs and guest bills. It is also used by the Laundry for making bills.
VINGVing is the software program which is used in programming the guestroom keys (electronic keycards). This work is generally done by the office personnel as they have the password to access the software VING
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CONCLUSIONS
After success at completion of my industrial training program, the exposure which i received from all the departments was very practical and it has increased my knowledge tremendously. It was indeed immense pleasure to work with such an esteemed organization. The training was very helpful in equipping myself with the knowledge and co-operation received from the staff that made it more helpful. The continous efforts by my training manager in making me gain more knowledge about the hotel and in giving information was really worth.
I had a great experience which gave me an idea about the hotel and the friendly atmosphere i worked for. The culture of taj is amazing and it provides an extreemly good atmosphere for all their associates that promote them to do better more and more. I conclude by saying that this training has shown me that where i stand in this hospitality industry.
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appraisals
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