INTRODUCTION

Common law states that a hotel is a placed where all who conduct them

selves property, and who being able to pay for their entertainment and

services received. Accommodation and meals are provide to the guests who

stay in hotels it is per timed to mention that a hotel cam also be termed as a

“home away from home” A hotel is business establishment where the

primary aim is to provide quality lodging, food & beverage, uniformed

services. Hence a hotel can be called as a home multiplied by commercial

activities.

DEVELOPMENT & GROWTH OF THE HOTEL INDUSTRY

Hotel industry has followed the traveler and his traveling path :

Travel by Foot

Travel By animal

Rest for both (human & animal)

Inn keeping

An outgrowth of the mans urge to travel, in olden days roads were used

by merchants & couriers.

It is believed that travel started about 12,000years ago.

Concept of hospitality is mentioned in the gospels of Biblical times, they

also date back in 6th century BC money was invited.

A need arose to have rest stops, which we call INNS.

Inns or rest stops were created all along the Roman Highway” for troops

& Merchants.

Later when stage coaches were invited the early inns evolved to “coach

inns” there was ample space and basic facilities for the man and his

horses to rest and get basic food.

The Early inns

Took place in 1750-1820

Development was centered in and around London

In the middle of 19th century railway were invited.

Travel became more frequent

A need arose to have more professional hotels.

The first hotel

In 1794 “City Hotel” a 73 room hotel at 115 Broadway. New York was

commissioned. It is said to be the first hotel in the world.

Tremont house

A first class hotel was commissioned in Boston in 1829.

Cesar Ritz

Founded in 1889. Introduced luxury hotels such as Savoy Carlton & Hyde

Park Hotels on England.

The Second World War

The depression in the 50’s almost killed the industry, but with the trade

treaties between various countries, the travel from pleasure shifted to

“business travel”. The industry now developed by leap and bounds and

emerged into the modern days largest and fastest growing industry in the

world

DEVELOPMENT OF THE INDUSTRY IN INDIA

In India too the development of the hotel industry is closely linked to

travel. In olden days people used to travel on horsed, mules, camels etc.

Rajas, Kings, land lords provided basic accommodation for these travelers

and their animals, some of these earlier inns were called Sarai,

Dharmashalas, Chaupals of Panchayats in north India and chowthry in south

India. Basic accommodation and food like in inns was provided to the

travelers along with stabling facilities. In medieval India it was mandatory

for the state authority to provide safe shelter for travelers.

Searis & Mussafir Khanas;

Searis and Musafir Kahanas developed during the Muslim era. Many famous

inns that were called Serais as mentioned above were established to provide

basic amenthities like boarding & lodging to travelers and visitors. Delhi is

believed to be the oldest living capital of the world. During the reign of the

Muslim rules, Delhi saw emergence of a number of Serais for the comfort of

the travelers. Some of the famouse serais during this era are Qutub Serai,

Iadha Serai, Lado Serai, Sarban Serai, Daud Serai, Kallu Serai, Arab

Ki Serai, Sheikh Serai.

Evolution path of the modern day industry in India

The following is the evolution path of the modern day hotel industry in

India;

Pallanjee Pestonjee started the first luxurious hotel in Mumbai in 1840.

Auckland Hotel was opened in Kolkata in 1843.

John Wakson commissioned Esapalnade Hotel Fonsenca, this hotel was

later demolished and the present day hotel Taj Mansingh was built in

its place.

JRD Tata built the first TAJ hotel by the name of HOTEL TAJ MAHAL

in Mumai in 1903. it was the first hotel of the TAJ CHAIN.

The Indian Govt. established in 1962 HOTEL CORPORATION OF

INDIA when they realized the importance of tourism and the kind of

revenues it could generate. The union ministry of housing & welfare

established hotel Janapath , hotel & hotel Ranjith

In 1963 the ad – hoc committee set up by the Govt. of India to give

recommendations about the development of hotel & tourism in India.

Formation of corporations by the Govt. of India: in 1964 three corporation

were set up by the government of India.

1. India Tourism & Hotel corporation

2. India tourism corporation Ltd.

3. India tourism & Transport Corporation.

During this periods a of hotel chains of international repute found

India a good market the following chains set up their hotels in different parts

of the country in franchise basis; Sheratom, Hilton, Ramada, Sofitel,

Meridian, Hyatt, Marriott,but the hotel industry got a real boom in the

country when the following chains of hotels began operations in the country.

Welcome Group; it is the division of the India Tobaccio company that

entered the hotel business in 1975 when they opened hotel Chola

Madras.

The Oberio Group; Rai Bahadur M.S.Oberoi started his career in the hotel

industry as a clerk in 1922 at faletti’s cecil hotel in Simla. Later Mr.

Ernest Clarke sold his share to Mr. Oberoi, who under the deed of

dissolution dated 14th August 1934 became the sole owner of clarks

Hotel at Simla & Delhi. This saw the birth of the largest chain of

hotels in India namely east India hotels limited or THE OBEROI

GROUP.

U.P.hotels & restaurants Ltd: it was established on 13th Feb. 1961 with its

flagship hotel Clarke Shiraz Agra.

The Ritz chain of hotels: Mr.R.N.Kapoor and his family started a chain of

hotels called the Ritz chain of hotels at Mumbai, Hyderabad &

coonoor, this chain specialized in Italian cuisine.

Spencer’s: started their first hotel in Calcutta in 1912, they purchased

Hotel Connamera in Chennai. Sinclair’s: has a chain of hotels

operating from the eastern part of India operating in Darjeeling and

Takdah.

Hotel Corporation of India (HCI): HCI was established in 1971 band in

1974 it started first hotel in Mumbai.

TYPES OF HOTELS

CLASIFICATION OF HOTELS

1. On the basis of size:

The following is the distribution:

I. Up to 25 rooms SMALL HOTEL

II. 25 to 300 rooms MEDIUM HOTEL

III. More than 300 rooms LARGE HOTEL

On the basis of star classification:

This system is one of the most commonly understood, accepted, and

recognized in India. This is also the official system for grading hotels. The

following is the procedure for the same;

The ministry of Tourism doe the classification of new and functional hotels.

The department forms a committee that is called HOTELS AND

RESTAURANT CLASSIFICATION COMMITTEE OF INDIA This is a

permanent committee to classify hotels into categories from 1 to 5 star and

into Five Star Deluxe Category. The committee inspects the graded hotels

once in 3 years that have already been classified to ensure that they are

sticking to standards.

Eligibility for star classification:

To be eligible to apply for classification a functional hotel must fulfill the

basic minimum requirements, it should have the following:

i. The hotel must have minimum 10 rooms.

ii. Carpet area with respect to the rooms and bathrooms must be as

per prescribed guidelines.

The above mentioned are the basic specifications failure to comply will

make the hotel ineligible to apply for star classification.

The classification specification:

We will only discuss the classification specifications for five star category;

following are the specifications required:

General Features:

The façade, architectural features and general construction of the hotel

building should have distinctive qualities of a luxury hotel of this category.

The locality including the immediate approach and environs should be of

highest standards. There should be adequate parking space for cars. The

hotel should have at least 25 let able bedrooms. All public rooms and

private rooms should be fully air-conditioned and should be well equipped

with superior quality carpets, curtains, luxurious furniture of high standards.

Facilities:

There should be a reception, cash and information counter attended by

highly qualified, trained and experienced personnel and conference facilities

in the form of one each or more conference room, banquet halls and private

dining room.

Services:

The hotel should offer both international and Indian cuisine and the

food & beverage service should be of the highest standard. There should

be professionally qualified highly trained, experienced, efficient and

courteous staff in smart clean uniforms, the staff coming in contact with

the guest should understand English and staff knowing at least one

continental language should be rotated on duty at all times.

2. On the basis of ownership:

Hotels can also be classified on the basis of ownership the

classification is as follows:

i. Independent hotel

These hotels are on single ownership basis and do not have any affiliation

or tie-up with any chain of hotel.

ii. Management Contract

This is another type of chain operations that operated properties owned

by individuals on management contract basis.

iii. Chains

These days to survive stiff competition more and more single

ownership hotels are getting affiliated to form chains.

3. On the basis of category

a. Transient Hotels

Hotels that fall under this category are generally situated on the

airports

b. Resort Hotels

These categories of hotels are located in at resorts like hill stations,

beaches,

c. Suburban Hotels

Such hotels are situated in suburban’s in quite surroundings.

d. Down Town Hotels

These hotels are situated in the heart of the city and cater to

business travelers.

e. Floaters or Floating Hotels

These type of hotels are situated on the surface of water such as

sea, lake etc.

f. Motels or motor + hotels

Motels or motor hotels or motor courts are designed to serve the

need of motorists or the people who travel in their own cars.

g. Casino Hotels

Focus on these type of hotels is on gambling and provision of a

casino.

h. Condominiums

Condominium development involves a joint ownership of a

complex.

i. Boutique

This is a new concept in India. These types of hotels are

distinctive in their feature to have each room personalized and

having a distinct personality.

j. Rotles

These hotels are on wheels, a limited number of cabins/rooms are

there for couples.

DEPARTMENTS

VARIOUS DEPARTMENTS IN A HOTEL.

AN OVERVIEW OF VARIOUS DEPARTMENTS IN A HOTEL &

THEIR OBJECTIVES

1. Food & Beverage

Service the food & beverage service department is repomsible for

the service of food & beverages in the hotel.

2. Food & Beverage production

This department is commonly known as the kitchen. The hotel can

have one or more kitchen. The number of kitchens depends on the

number of restaurants and also on the size of the restaurant.

3. Front office

It is located in the front of the house and is also the first and the

last contact point with the guest. This department projects the

image, style, ideology, policy and the services of the hotel. It is

one of the main revenue producing departments, it responsible for

receiving, rooming the guest, for reservations and concierge

services.

4. House Keeping

Housekeeping can be defined as a provision for a clean,

comfortable & aesthetic upkeep of the hotel. The housekeeping

depart is responsible for providing a clean hygienic and

pleasurable stay to the guest. It is responsible for the cleaning of

both the public and back area of the hotel.

5. Sales & Marketing

Marketing concept in hotels emphasizes selling satisfaction, value

for money rather than selling a product.

6. Accounts

Account and finance refer to money and all types of monetary

transactions in a hotel.

7. Purchase & Stores

Purchase and store is responsible for procuring the entire

requirements that are forwarded to the stores buy various

departments in a hotel.

8. Vigilance & security

The main motive of this department is to always be alert so that no

untoward incident takes place in the hotel.

9. Engineering

The engineering department is responsible for keeping all the

equipments appliances & machinery in the hotel in working order.

10. Personnel & HB

This department is responsible for recruiting, training and

assessing the performance of the staff.

ORGANIZATION PATTRN IN A HOTEL:

Organization chart of a large hotel.

Various departmental heads.

Role of various department heads in a hotel.

HIERARCHY PATTERN & JOB RESPONSIBILITY UP TO HOD’S

ONLY

Organization Structure of a large hotel

The six functional departments in a hotel can be divided into two

practical areas. Within the hotel industry, the level of guest contact defines

the practical areas. Those with the most guest contact are called “front of

the house” and those with very less or no guest contact are called “back of

the house” departments. The relationship between the two practical areas is

symbolic. They are dependant on each other for the smooth functioning of

the hotel. The Rooms Division, Food & Beverage Service are considered as

the fronts of the house & Account, Human Resources, Engineering, Security

are considered as the back of the house departments.

THE ORGANIZATION CHART UPTO HODs ONLY

General Manager/Resident Manager

_________________________________________________________________

Dir Rooms div Dir, Sales & Mktg Dir F & B Manager Acc.

Manager Sales & Mktg

Chief security off. _____________________________

Front Office Manager Executive House Keeper Chief Engineer _________________________________

Executive Chef Food & Beverage Service

Duties & responsibilities of various managerial positions:

I. General Manager & Resident Manager:

He is in charge of the hotel. The resident manager is the

officiating general manager of the hotel in the absence of the

general manager.

II. Director Rooms Division:

He is responsible for smooth operation for both the front office

& housekeeping departments. The departmental heads and the

staff report to this position.

III. Director of Food & Beverage:

The director of food & beverage is responsible for both food &

beverage production and food & beverage service departments.

IV. Director Of Marketing:

The director of marketing over sees the hotel’s sales and

marketing operation, directing the group and transient sales

efforts to maximize room and food revenue.

V. Room Division Departmental Heads:

Front Office Manager

The front office manager is responsible for the smooth

functioning of all the sections of the front office department.

The executive housekeeper or Manager House Keeping

The manager housekeeping is responsible for the entire day to

day functioning of the housekeeping department.

VI. Executive Chef

The executive chef is responsible for the hotel’s over all food

production. All the kitchens of the hotel come under him.

VII. Manager Food & Beverage Services

Various service outlets such as restaurants bars banquets etc

have their own managers.

VIII. Manager Accounts:

A manager account is responsible for all the sections of the

account department.

IX. Maintenance Engineer or Chief Engineer:

He and his team are responsible for keeping the highest

standard of appearance of the interiors and exterior and he must

ensure that all the equipment is in working order and periodical

repairs and maintenance is carried out time to time.

X. Manager Security or Chief Security Officer:

Reports directly to the general Manager or Resident Manager.

Responsibilities include patrolling the property, monitoring

surveillance, maintaining relations with law officers.

XI. Manager sales & Marketing:

The main objective of the sales & marketing department is to

enhance business, thus the HOD of this department is

responsible for business promotion and development.

XII. Human resource Manager:

He is responsible for the welfare of the staff and all activities

pertaining to recruitment, training, retirement, promotions and

counseling.

FRONT OFFICE OPERATIONS

Hierarchy of the front office department, job descriptions,

rooming, Crew arrivals, Registration, Group registration, VVIP arrival

procedures.

COORDINATION WITH OTHER DEPARTMENT

Front office department’s coordination with other departments

like Production, service, Housekeeping, Engineering & accounts.

EMERGENCY SITUATION HANDLING:

Lost & Found, Death In hotel, Vandalism, Handling a drunken

guest, Theft, Fire Etc.

Hierarchy pattern of the front office Department of a large Hotel

General Manager

Rooms Division

Front Office Manager

Assistant Front Office Manager

_________________________________________________________

Front Office Cashier Night Auditor Reservation Manager

Reservation Assistant Lobby Manager

_____________________

Guest Relations Manager

__________________________________________________

Door Man / Valet Telephone Bell Captain F.O Supv Guest Relation Executive Parking Assistant Operator

Bell Boys F.O.A. Guest Relations Assistant

____________________________________

Door Man Car Valet

Job descriptions of various positions in the front office

department:

Front Office Manager & assistant front office manager

The managers are over all Incharge of the front office department

Front office Assistant;(reception, reservation information

sections)

They are responsible to reserve, register and assign rooms to the

guest and are also a source of information for the guests.

Front office Cashier

He is responsible for keeping the guest account and generating the

room bills at the time of guest departure.

Lobby Master

The lobby manager is in charge of the department in the absence of

the front office manager or the assistant front office manager. He

ha full authority to give discounts and allowances to the guests.

The entire guest relations section reports to him.

Night Auditor:

Is In charge of the night audit procedure, basically a position from

accounts but works in the front office department.

Bell Captain:

Is Incharge of the bell desk and monitors the functioning of his bell

boys.

Bell Boys:

They are responsible for carrying guest baggage from the lobby to

rooms during check-in & from the room to the porch during

checkout. They are also responsible for carrying out

miscellaneous errands.

Car Valet:

The car valet park the cars and bring the cars into the porch when

ever required, they also assist the gust if any repair work in the car

is required.

Doorman

The doorman is the properly the first &the last contact the guest

has with the uniformed service of the hotel. They are responsible

for opening the door and welcoming the guest into the hotel.

FRONT OFFICE COORDINATION WITH OTHER DEPARTMENTS

Coordination with the House Keeping

The Movement List

Housekeeping Room report

Discrepancy report

Arrival/Departure notification

VIP & Group Requirements

General requirements

Coordination with the accounts department:

The Front office cashier

Night auditor

Coordination with Good & Beverage

VIP Notification Slip

Group arrival Notification

Arrival & departures

Coordination with engineering

This department is informed by the front office for any maintenance

complaints from guest rooms

Coordination with stores

The stores are responsible for supplies of relevant stationary forms &

formats.

Coordination with sales & Marketing

Front office work in close coordination with sales & marketing. With

the efforts of this department front office is able to improve the

occupancy %of the hotel. Sale keep front office updated regarding

special rates of carious travel agencies, business houses & other

packages.

EMERGENCY SITUATION HANDLING

Following are the role that the front office has to play to handle

emergency situations in the hotel;

1) Lost & Found

2) Death in a hotel

3) Vandalism n the hotel

4) Handling a drunk guest

5) Damage to hotel property by a guest

6) Fire in the hotel

7) Theft in the hotel

8) Lost & found

The terminology means that some guest property is lost and has been

found by the staff. If the property is found in a checked out room, it is

deposited with the housekeeping department and the same is recorded in

the lost & found register. the front office asked to dispatch a letter to the

guest and if the guest replies, action is taken accordingly. If no reply is

received or the guest, does not claim the property up to six months, the

same is handed over to the employee who had found it or it is auctioned

amongst the staff.

If the article is found in a public area then it is again entered in to the

lost & found register and deposited with the house keeping. I no one claims

the article, the same is handed over to the employee who found it or is

auctioned amongst the employees after six months.

9. Death in a hotel

If information is received about a death of a guest in a hotel room,

the room door are closed and nothing is touched in the room. The police

are informed, the room is only opened when the police arrive. The hotel

doctor is called and the doctor confirms the death in the presence of the

police, the general manager & the chief security officer in case of a

domestic guest his kin are informed on phone and incase of foreigner

the concerned embassy is intimated for further action. The room is put

under repair for terminal disinfection.

10. Vandalism in the hotel

In case of vandalism in the hotel the main door is closed and the

security is called. If the situation cannot be handled by the security, the

lobby manager or the chief security officer calls police for further

action.

11. Handling a drunk Guest

In case a guest gets drunk and creates a scene, there should be no

arguments with him as he will not be in a position to listen to logic. The

lobby manager should ask concierge, to arrange a taxi for the guest and

send him home. If it is felt that the guest is uncontrollable, then security

must be called and the guest should be escorted put of the property. It

must be ensured that the safety of lady employees is secured and no

lady employee must be allowed to handle this situation alone.

12. Damage to hotel property by a guest

In case a guest accidentally damages something in the hotel, an

approximate cost the damage is debited to his bill account. If there is an

argument, then the lobby manager should be called to handle this

situation

13. Fire in the Hotel

In case of any information of a fire in the hotel is received, the

lobby manager along with the staff should rush to the spot. The guest

must be evacuated immediately using the fire escape stairs, staff should

be posted on every step landing to ensure that there is no stampede and

there are no causalities. All the property or area of fire must be

inspected to ensure that there are no guests. The fire brigade in the meal

while must be called incase of a big fire.

14. Theft in the Hotel

In case of theft within the hotel, the lobby manager has to pacify the

guest, apologize and assure him. He must inform security and talks to

his staff to finds anything suspicious.

Reservation procedures:

Reservation, modes of reservations, taking reservations on the phone,

advance room reservations, type of reservations, reservations activity

flow charts.

Types of rooms.

Various types of rooms and rate plans.

The need for reservations:

Following are some reasons to have a reservations department in a hotel

As there are number of rooms for sale.

It is good for future planning.

If there is a valley period a head, the sales & front office can be pushed to

bring maximum number of room nights from travel agents and

companies.

It is comfortable for the guest to book rooms in advance so that he can get

a room at the time of check-in.

It is good for the hotel to know how many guests are coming on a

particular day. The hotel can also plan in advance for VIP arrivals and

groups.

Modes of Reservations

1. Telephone

2. Fax

3. Email

4. Letter

5. In person

6. Cable bet

Sources or reservations:

The following are the sources of reservations:

i. Travel agents international domestic

ii. Tour operators

iii. Airlines

iv. Embassies & consulates ( in the capital city)

v. F.I.T (Free individual traveler)

vi. Business houses / corporate companies.

vii. Chambers of commerce & industry (CII)

viii. Councils like the British council of India, science and develop0ment.

ix. Conference organizers, event management companies,

x. State & central government agencies.

xi. Institutions

xii. Central reservation systems

xiii. Repeat clients

Functions of the reservation section

The main function of the reservation section of the hotel is to help the hotel

in generating revenue from future and prospective room sales. The

reservations sections main objective is to receive the reservation request

from the guest, check availability of room, to process availability of the

reservation reque3st to accept & confirm on receipt of reservation advance,

deny it if rooms are not available and to wait list the reservation advance for

confirmation.

Importance of the Reservations

Reservation gives the hotel a chance to equate the guest enquiry with rooms

availability. It gives enough time to the hotel to arrange and prepare for the

most suitable accommodation for the guest. The hotel can fore cost the

future revenue generation based on reservations. It also helps the hotel to

forecast, plan schedule & recognize its resources. Manpower and finances.

Types of Reservations:

Before learning how to handle reservation requests let us understand the different types of reservations.

Guaranteed Non-Guaranteed The guest has paid The guest has only Reservation advance contacted the hotel he has been asked to deposit confirmation advance. This is also called as a TIME LIMIT Reservation

Walk-inA guest does not have the either of the above reservations, He just “walks in “ and asks for the room

Reservations

HANDLING RESERVATION REQUESTS

Telephonic handling

Reservation request can come on the telephone. Let us understand handling a reservation requests to telephone by the following flow chart:

A PROSPECTIVE GUEST / SOME ON HIS BEHALF CALLS

Ascertain the reservation requirements_____________________________________________________________________________

Accommodation not Available Accommodation Available

Suggest Alternatives:Alternative Room categoryAlternative dates __________________ _______________________________________________________

Caller Caller Fill up Reservation form Rejects Accepts Alternatives Alternatives

_______________________________________________________________

Time For Confirmation No Time for Confirmation

Guest told about terms & Conditions, Documents filled up guest arrivalAnd requested to send confirmation awaited, reservation still is TIME

Deposit. Reservation TIME LIMIT LIMIT.Guest told that the room

Guest is given a date, by that date will be released two hours after The deposit must reach reservations E.T.A. department.

____________________________ ________________

Confirmation confirmation guest checks – in on guest is a NOnot received received E.T.A SHOW room on time reservation released cancelled

reservation confirmed in records status : CONFIRMED confirmation sent to guest.

Guest requested to send acknowledgement

Document filed in confirmed reservations file

Personal or in persona;The guest or his representative can visit the hotel and meet the reservation manager for making a room reservation. Following is the activity flow chart for the same;

A PROSPECTIVE GUEST / SOME ON HIS BEHALF VISIT RESERVATIONS IN PRSON

Ascertain the Reservation Requirements

_____________________________________________________________

Accommodation not Available Accommodation Available

Suggest Alternatives:Alternative Room CategoryAlternative Dates _________________ ___________________________________________

Person person Fill up Reservations FormReject acceptAlternative alternatives

________________________________________________

Time for Confirmation No Time for Confirmation

Guest told about terms & conditions, Documents filled up guest arrival And requested to send confirmation awaited, Reservation still is TIME Deposit. Reservation TIME LIMIT LIMIT. Guest told that the room Guest is given a date, by that date the will be released two hours after deposit Must reach reservations E.T.A

department.

_______________________ ___________________

Confirmation Confirmation Guest checks-in on Guest is a NOnot received received E.T.A SHOW room on time reservation releasedcancelled

Reservation confirmed in records status: CONFIRMED

Confirmation sent to guest

Guest requested to send acknowledgement

Document filed in confirmed reservations file

Handling reservation requests received via letter. Email

the guest can send reservation request to the hotel’s reservations department by sending a letter or email, the following is a activity flow chart for the same;

A PROSPECTIVE GUEST SENDS A RESERVATION REQUEST VIA LETTER OR EMAIL

Ascertain the Reservation Requirements

_____________________________________________________________

Accommodation not Available Accommodation Available

Intimate guest about status send mail/letter suggestAlternative Room categoryAlternative Dates _________________ ___________________________________________

Guest does Guest Fill up Reservations Formnot respond/ accept have from signed from guestReject Alternative alternatives

________________________________________________

Time for Confirmation No Time for Confirmation

Send letter regarding terms & conditions call up guest/send mail/letter and fill and request him to deposit confirmation documents filled up guest arrivaldeposit. Reservation will be TIME LIMIT awaited, reservation status is TIME must reach reservations department. LIMIT. Guest told that the room

would be released two hours after E.T.A.

when guest sends deposit confirmhe reservation & send confirmation letter Guest Checks Guest is a no show

status : CONFIRMED – in on E.T.A room released ask for acknowledgement

Reservation confirmed in records

Guest requested to send acknowledgement

Document filed in confirmed reservations file

HOTEL ABC

Reservation formName of the Guest

____________________________________Company’s

name_____________________________________Address & Phone no

__________________________________Fax Number ______________Email id

___________________Personal Mobile

no___________________________________Number of fax : adults

_____________Children___________Date of arrival

_______________Time____________________Date of departure ____________ Time____________________

From Number ……

ARRIVAL DETAILS Date____________________Flight number___________Arrival time_____________E.T.A__________________

Airport pickup Yes/norequired

Types of accommodating required : single/ double /triple/quadrupleTypes of room;

Any special instructions___________________________________________________________________________________________________________________________________________________________

Billing instructionsDeposit for confirmations :Rs._______________________ Receipt Number _______________ Voucher Number____________Mode of payment : cash/credit card/ demand draft/ BTCPlan : EP CP MAP APRoom rate __________________________________Discount/ allowance % on room rent _____________________________Food ________________Any special billing instructions _____________________________________________________ Status of the booking :Confirmed ___________________ Time limit ________________________

Balance mode of paymnt :

CASH / CREDIT CARD / DEMAND DRAFT/ BTC/ LETTER OF CREDIT/ TRAVEL AGENT.Guest Signature Reservation Assistant Reservation Manager

A PROSPECTIVE GUEST / SOME ON HIS BEHALF VISIT

RESERVATIONS IN PRSON

TYPES OF ROOMS

1. Single Room

The term refers to a room with a standard single bed providing sleeping

accommodation for a single person or one person.

2. Double room

Double room refers to a room that has double bed and provides sleeping

comfort for a couple.

3. Twin bedded room

A twin bedded room like a double room is also sold on double

occupancy. It has two identical single beds and the beds are separated

with a bedside table, generally let out to two gentlemen or two ladies.

4. Interconnected room

These rooms are connected with each other, they have a common wall

and an inter connected door.

5. Triple room

This room refers to sleeping accommodation for three guests.

6. Quadruple

This room Provides sleeping accommodation for four persons and has

four single beds.

7. double-double

This room has two double beds and it provides sleeping

accommodation for four persons

8. Suite

The terms suite refer to a set of two rooms out of which one is living

room and the other is a bed room. The rooms are interconnected with a

door . a suite is the most expensive room of the hotel. There are various

kinds of suites available in hotel they are as follow :-

Single suite

Double suite

Junior suite

Duplex suite

Penthouse suite

Deluxe or luxury suite

9. Studio rooms:

These rooms are called multi utility rooms. They have utility furniture

such as a sofa- cum-bed, convertible bed, Murphy bed, closet bed or

roll away beds. The furniture is used for sitting purpose during the day

time and for sleeping purpose during the night time

10. Cabana Rooms :

These rooms are situated near the swimming pool of the hotel, they are

normally used by the people who are found of swimming.

11. Lanai rooms:

This terms is used for rooms that are situated near a water body like a

waterfall or a garden with a water fountain.

12. Parlor Rooms

A living room or a sitting room. It is not very common in India

generally in European hotels it is used for seating a guest while check –

in if his room is not ready and on – the house coffee is served to the

guest. They can also be called salon.

13. Efficiency:

A sort of complete self – sufficient unit in it self, it contains a bed room,

living room, dining room, a small kitchen and bathroom, generally

situated in hill stations and in resorts on the beaches. Hotels & resorts

that have a time share concept use this type of accommodation.

14. Hospitality

A room used for entertainment guest for example a cocktail party, it is

not used for sleeping purposes.

15. Hollywood Rooms

It is a type of a twin room with single beds and a common ahead board.

16. Adjoining Rooms

Two or more rooms without interconnecting doors but can have a

common wall.

OPERATING PLANS

The following plans are offered in most hotels:

a) EP or European plan :

Refer to the room rent only

b) CP or continental plan :

refers to Room rent + continental breakfast (toast with spreads, tea or

coffee)

c) MAP or Modified American

Refers to room rent + break fast + one major meal (lunch or dinner)

d) AP or American Plan:

refers to room + breakfast + lunch _ dinner

it is also called as “Full board plan”

e) BERMUDA Plan:

not a very popular plan in Indian hotels it is room rent + American

breakfast.

SYSTEM OF RESERVATION

All over the world various hotels are followed different reservation systems

depending upon their size and finance. The systems are follows:

1. Dairy system

This system of reservations is most suited in small hotels where the

average stay of guest is long.

HOTEL XYZBooking dairy 2nd February 2002.

s.no

Date of booking

Name of the guest

No.of pax

Address

E.T.A

Type of room

Date of departure

Deposit status

Room rate & plan

Reservation mode

Billing instructions

Remarks

Sign of booking clerk

1 2.1.02

Mr.A

1 13.00hrs

SGL

3.2.02

Yes/ok

3000/EP

TCI Bill to TCI

VIP

2 3.01.02

Mr.y

2 23.00hrs

DBL

6.2.02

TL 8000/AP

DIR Direct at departure

Air port

3 3.01.02

Mr.g

2 15.00hrs

DBL

5.2.02

TL 6000/MAP

SITA Bill to sita

Spat

4 8.1.02

Mr.k

1 13.00hrs

SGL

3.2.02

YES/OK

4000/MAP

Johnson & johnson

btc Airport pick up

As the name suggests, the system consists of abound book called the

booking dairy of hotel dairy. Each page of this dairy represents one day.

Hence it has 365/366 pages for one year.

2. The whiney system

In 1970 Whitney duplicating & check company of new York developed

a new system called the “ the Whitney system”

Tools used are metal racks called the Whitney racks, the Whitney

reservations rack is about 4 “in breadth and 24” in height. The Shannon

slips, which are of the same dimensions are held by Shannon carriers and

can be moved up or down in the Whitney racks. Apart from this a type

writer, rotary rack carrier, density chart are required to complete the system.

Whitney slip

Name of the guest : Brown Mr. S. K.

Date of ARR: 25th may 2004 ETA: n15.00 Hrs

Date of DEP: 27th may 2004 AT: 10.00Hrs

No. of fax: 01 type of room: SGL suite

Date of receiving reservation :19th april 2004

Mode & source : Samsung billing inst: BTC

Status of guest :SPATT status of reservation : ok

Reservation clerk

2. Central Reservations System (CRS)

Hotel chains generally use this system. The concept is of having a central

reservations office in every city even though the chain might not have a unit

in that particular city. All major hotel chains are connected to the CRS. In

tourism terminology, CRS can also be called as a GSA or General Sales

Agent. The units allocate a particular number of rooms to the CRS and it is

the responsibility of the CRS to book those rooms. If the CRS cannot book

the number of allocated rooms, then the unit can take the rooms back from

CRS after the cut of time (48hours), and sell them on their own or hand over

the rooms to some other CRS office in another city. The CRS or GSA

charges a % on room rent as Travel Agents Commission or TAC.

Some CRS offices around the world

a) Amadeus-Hires

All major hotel chains globally are connected to it. Guest can book

about 1,18,990 hotels all over the world from any Amadeus

Terminal.

b) Galileo Room Master

It is an American Network with 37,000 hotels listed.

c) Abacus Hotel Net

Services include updates on room availability, room reservations etc for

about 32,000 properties all over the world.

d) Saber sharp plus

It has 82,500 properties linked worldwide. It also sells

corporate/negotiated rates. It can confirm reservations within 7 seconds

of receiving it.

e) Team four Hospitality-Resnet

Resnet is the only Indian CRS in the world. It has about 250 Indian

hotels & Resorts as its member.

f) Utell Reservations

Utell Reservations is the worlds largest hotel marketing company, it has

about 50,000 hotel reservation terminals and has almost 1,50,000 hotels

as members worldwide.

4. Instant Reservation System (IRS)

It is an independent division of a particular chain of hotels situated in one

of its unit. The IRS of that unit makes reservations for all units of that

particular chain only, except for that unit in which the IRS is located, the

reservations section handles reservations for that particular unit.

Self- Reservations:

Research and development is going on by which a prospective guest

maybe able make airline, hotel and car reservations by the use of their

house telephone and TV by using an interactive system to dialup

computer-restored packages and have them displayed on their TV

screen.

Preventing common Reservations

The reservations manager must ensure that the following mistake are not

committed by his staff, if mistakes are made it may lead to common

reservations or rooms going vacant ;

1. Manual Mistakes:

While filling the reservation from following mistakes can take place

Wrong Arrival Date & Time

Wrong Departure Date & Time

Misspent Guest Name or changes in the First and surname

Solution-Be attentive, confirm back from guest by repeating details.

2. Filling Mistakes

Reservation filed under wrong date, name or property

Solution-be more attentive

3. Misunderstanding due to jargon of industry

A guest with a time limit non-guaranteed reservation arrives 4

hours after the cut-off time

Difference between a Double & Double-Double room

Difference between inter-connected and adjacent rooms.

Number of nights i.e. Arrival Date 25th Of may Departure date

27th of May would mean2 nights NOT 3 Nights.

Solution-use common sense to access requirement of

prospective guest. Clarify

With the guest the staff should be able to foreseen this conclusions

and must clarify at the time of confirming reservations to the

guests

4. Poor & Faulty communication & Inability to operate systems of

staff:

Miscommunication

Lack of communication

Delay in communication

Solution-Attititude development of staff, proper training to operate

systems

5. Lack of updated room tariff

Room booked on old tariff

Wrong information given to guest on facilities

Solution – Staff need training and coordination between the two

sections of front office is required

Group Reservations

These days hotels get a large % of business from groups a hotel usually

divides its reservation business into two groups (ii) Groups

A Group as the name suggests is a number of people traveling together

and booking a number rooms in advance. Normally hotels get groups

from travel agent, tour operators, housing or convention bureaus, meeting

planners, embassies and other business houses. The group coordinator

keeps in touch with them to ensure that they send their groups to the hotel.

Travel agents and tour operators plan the groups very much in advance.

Usually the reservations manager is contacted by the travel agent and

requested to hold room for the group these rooms are called “Block”

rooms or “block booking”. The reservation is written on the “bulk

reservation form” and maximum possible information is written on it.

Rooms are allocated to the individuals at the time of arrival.

From number………………………….

Group number ……………………………… Tour

operator………………………………

Group leader………………………………… Telephone

no………………………………

Arrival date …………………. Time…………

Mode……………………………………

Departure date ……………… Time ………...

Mode…………………………………..

Plan……………………………………………….

Pax…………………………………….

ACCOMODATION MEALS BREAKD-UP

ROOMS NO.OR

ROOM

S

RATE DAYS BREAKFAST LUNCH

SINGLE

DOUBLE

TRIPLE

Qdp

Special Instructions / Requirements ………………………………………………….

Date………………………………………….

Signature…………………………………..

The group is given a number. Since groups are normally accommodated

on MAP it is important to get the meals breakup of the grouping advance

so as to arrange the number of meals to be provided and the venue

planned before the arrival of the group.

The group coordinator must take special care to the following documents:

1. Group File:- A file that contains all details of the group with the name

and number of the group on the top.

2. Register of confirmed groups

3. Group materialization sheet also called as group production sheet. It

shows the materialization of various groups booked through travel

agents and other sources. The sheet guides the management in

deciding the policy regarding commission to travel agent. Generally

the minimum commission paid is 10% but this can be more if the

business volumes of a particular travel agent are more.

4. Group information Sheet:- this sheet is circulated to all the

coordinating departments at least a week in advance of the arrival date

to prepare them selves for the group arrival

Group materialization sheet for the current month

name of

the

group

Nation

ality

Date

in

Date

out

Roo

m

nigh

ts

book

ed

Room

nights

material

ized

Net

roo

m

ren

t

Forei

gn

agent

Indian

agent

ALFA

GROUP

-1

BRITIS

H

3.3.0

5

6.3.0

5

27 27 RAINB

OW

CANNO

N

GROUP

FRENC

H

7.3.0

5

9.3.0

5

26 26 MERDI

A

POMPO

DUR

FRENC

H

8.3.0

5

10.3.

05

18 18 INDIA

N

HORIZ

AN

ALFA BRITIS 10.3. 10.3. 24 24 RAINB

GROUP-

2

H 05 05 OW

MINCH

EN-1

GERM

AN

29.3.

05

31.3.

05

24 24 SITA

Group Information Sheet

Name of the

group

Nationality Date

in

Date

out

Accommodation Plan No.of

pax

ALFA

GROUP -1

BRITISH 3.3.05 6.3.05 20DBL MAP 40

CANNON

GROUP

FRENCH 7.3.05 9.3.05 17 DBL + 1SGL MAP 35

POMPODUR FRENCH 8.3.05 10.3.05 33DBL AP 66

ALFA

GROUP-2

BRITISH 10.3.05 10.3.05 28SGI AP 26

MINCHEN-1 GERMAN 29.3.05 31.3.05 33TPL + SGI AP 100

Once the reservation is received from the travel agent, the booking is

shown on the charts as “Time Limit” . A cut off date is given to the travel

agent, which is 30 days prior to the arrival to the group. If the number of

rooms reserved are not picked up by the travel agent by the cut-off date,

then the room that are vacant in the group are released and made available

to other guests.

Deadline for cancellation of the group is also fixed, before the deadline

date a reminder is sent to the travel agent to deposit confirmation advance

or if the travel agent has good terms with the hotel, he may re-confirm the

group and the number of room required in writing. Following details are

required to be sent by the travel agent while re-confirming the group:

Name of the group

Name of all the guests

Number of rooms, type of accommodation passport details

Nationality of the members

Billing instructions

Meal plan

Date & Time of arrival& Departure

Any special instructions

A rooming list

The hotel sends the “Group Meal Information sheet” to the travel

agent to be completed and sent back along with the rooming list. The

travel agent also sends “travel agent vouchers” along with the above

back to reservations. These documents are fil

ed by reservations and sent to the front desk for pre-arrival

procedures along with the arrival list on the day of the arrival of the

group. The rates charged in a group booking are discounted that

depends upon the policy of the management of the hotel.

Amendments

In certain cases, the guest may change his date of arrival or departure date

or category of room. The reservations section will first confirm from their

records whether the request can be accepted or not. If no then the guest is

politely refused and it is up to the guest to cancel the reservation . In case

the reservations are changed accordingly and the other department

accordingly informed. The guest is intimated about the changes via a

letter or email.

Format of amendment / cancellation form

ORIGINAL RESERAVATION AMENED RESERVAIOTN

Name of the Name of the

Guest……………………………

Company

Address……………………………

Arrival

Date…………..Time………………

…

Arrival Details

………………………………

Dep.

Date……………..Time……………

…….

Room Rate………………

Plan………………..

Billing

Instructions…………………………

Special

Instructions………………………..

Guest……………………………

Company

Address…………………………….

Arrival

Date…………..Time………………

….

Arrival Details

………………………………..

Dep.

Date……………..Time……………

…….

Room rate………………

Plan………………..

Billing

Instructions………………………….

.

Special

Instructions………………………….

.

Status of Guest

……………………………….

Status of

Reservation………………………….

..

Mode of reservation

…………………………

Signature of reservation clerk.

Amendment requested by

………………………

Format of amendment intimation

Date…………. Hotel ABC

Address of the guest

……….Road

New Delhi-110001

Our Reference:

Dear sir/Madam,

With reference to the telephonic conversation we had with your

representative Mr./Ms……….on……………at…………./your letter

dated…………...reference number………….we are pleased to confirm

the following amendments in your reservation;

Originally Reserved……………………………………

Now required………………………………………….

HOTEL CHECK-IN CHECKOUT TME IS 12.00NOON

Accommodation offered is subject to hotel reservation rules. Thanking

you and assuring for the best of our services at all times

For (name of the hotel)

Manager Reservations

Format of cancellation intimation

Date……… Hotel ABC

Address Of the Guest

……….Road

New Delhi-110001

Our Reference:

Dear sir/Madam,

With reference to the telephonic conversation we had with your

representative Mr./Ms…………on……at………/your letter

dated……………. Reference number……………..we have, as desired by

you released the accommodation reserved with us in favour of the above

for the following visits:

1. From…………………………………To……………………

2. From………………………………….To……………………

We look forward to the pleasure of welcoming you in the near future.

For (name of the Hotel)

Manager Reservations

Cancellations

It is certain that some% of cancellations will take place in confirmed

reservations. Hotels always intimate the cancellation policy to the guests at

the time of confirming reservations to avoid any legal problems. Generally

hotels located downtown do not charge any retention charges if the guest

intimate the reservations 24 hours before the arrival, but this depends on the

policy of the hotel, in resorts the request for cancellation must be intimated

reservations at least 15 days & 3 days prior to the arrival date in season and

off-season, so that the retention charges are not charged.

Cancellation effected beyond the cut- off time may entitle a hotel or resort to

levy relation charges on room rates as under;

For down town hotels- one days room rent

For resort-

During high season:

Cancellation made between 10 to 7days – one days room rent

Cancekkations made between 7 to 2 days – two room rent

Less than 48 hours – 3 days or the entire room advance what ever is

applicable.

(it must be noted that resort generally have a policy of collecting the

entire room rent for the number of room nights a guest will stay as

advance deposit)

During Low Season

One day’s room rent

PROCEDURES DISCUSSED STEP BY STEP

Step- by step procedure for taking reservations;

Wish the guest the time of the day and find out his requirements for

reservation. Inform the guest about the tariff, types of room rate plans

& packages.

Once the requirements of the guest regarding type of room date &

number of rooms are ascertained, check room status charts to know the

status regarding the requested dated.

If the room is available fill the reservation form with the following

details

Name of the guest

Typr of room

Number of person

Date of arrival

Time of arrival date of departyre

Time of departure

Billing instructions

Name of the person making the reservation

Address and telephone numbers of the guest

Any special instructions of requests

In case the bill is to be sent to the company ask the person to snd a letter

of credit from the company.

Collect reservation conformation deposit and confirm the reservation in

the charts, if the guest will give the deposit put reservation under time

limit status and intimate the guest.

Infirm the guest of reservation rules & regulations and cancellation policy

to avoid any confusion later.

File documents on relevant file.

Step by step procedure making amendments / cancellations

If the guest asking for new dates check with the reservation charts.

If dates are available fill the amendment forms.

As for the letter of revision from the guest.

Attach the amendment from with the original reservation documents

marked amended.

Cancel the old reservation and block new dates.

File documents in relevant file.

LECTURE-8

RECEPTION-I

Guest Registration

Procedure, Various

Arrival/Departure procedure

For FITS & Groups, Room shifting,

Occupancy statistics,

Occupancy reports

Mail handling procedure

Information desk

Jobs, functions of information desk,

Types of information provided to the guests.

Reception:

It the department solely responsible for receiving, registering and

allocating rooms to the guest. The registration process can be done

using two methods; Using GRC or Using arrival/Departure register,

whether the GRC is used or AD register is used the basic information

is the same in both the methods.

Use of GRC is preferred over the AD register for the following

reasons:

1. More than one person can register at one time.

2. It eliminated supplication of work.

3. It is more private

4. It can be filed easily

5. Acts as guest folio and can be used as guest history card.

The arrival Procedure

When a guest arrives, the bellboy wishes the guest and collects his

baggage, brings it to lobby through the baggage door and the baggage

is parked near the bell desk. Tags are attached to the baggage. The

guest proceeds to the reception for registration.

The FOA wishes the guest and checks for his reservation details hands

over the GRC and a pen and requests the guest to fill up the GRC. It

may be noted that ;

In case of Walk-in & non-guaranteed category of guests the following

procedure must be followed strictly

Ask for room deposit tactfully and politely without offending the

guest. This is done to avoid a SKIPPER situation.

(If the guest is a SCANTY BAGGAGE a person with no or very less

baggage the Lobby manager informed and the guest is asked tactfully

for a room deposit.

NOT APPLICABLE FOR GUARANTEED RESERVATION).

The room keys are handed over to the bellboy along with the

bellboy’s errand card. The bellboy escorts the guest to the room, in

the mean while the front office intimates other related departments by

sending an arrival/departure intimation slip.

The bellboy opens the door, keeps the baggage on the luggage rack

and explains the guest about the facilities in the room.

Offers any other help.

Reports back to the bell desk

The front desk cashier opens a guest folio or the room.

THE GUEST REGISTRATION CARD

GRC Number……………. Hotel ABC

FOLIO NUMBER………. Account

Number…………..

Name______________________First Name &

Initials_________________________

Company___________________Address_________________________

___________

Date of Birth_______________________

Arrival___________________ Time_____________-

Mode_____________________

Ex Expected Departure Date_____________Time

_________________Mode__________

Designation

_______________________

Nationality______________________

__

Passport

No________________________

Date of

Issue_______________________

Place Of

Issue______________________

Valid Up

to________________________

Visa

Whether Employed In India

Yes/no

Registration

number_________________

Date & Place Of

Issue_________________

Valid up

_________________________

_

Date Of Arrival In

India______________

Time of arrival

____________________

Number_______________________

Date of

Issue_______________________

Place of

Issue_______________________

Valid up

to_______________________

expected date of departure

from India _______________

expected date of departure fro

the hotel ___________

purpose of visit

_____________________

profession

_________________________

THE HOTEL IS NOT RESPONSIBLE FOR ANY VALUABLES

LEFT BY THE GUEST IN THE ROOM. SAGE DEPOSIT

BOXES ARE AVAILABLE FREE OF CHARGE AT THE

FRONT OFFICE CASHIER. NO VISITORS ARE PERMITTED

IN THE GUEST ROOMS AFTER 11.00 PM

I agree to abide by the rules of the hotel and shall settle my account once

it crosses Rs._______/-

Signature Of the Guest.

Room

number

No of

person

Room rate Booked by Payment

details

initials

Adults

children

Cash

Credit

Letter

credit

voucher

other

I AGREE TO RELEASE THE ROOM ON ___________________ AT

12.00 NOON. SHOULD

I FAIL TO CHECKOTU I AUTHORIZE THE MANAGEMENT TO PACK

K& REMOVE MY BELONGINGS TO THE HOTEL CHECK

ROOM SO THAT THE ROOM IS AVAILABOLE FOR THE

INCOMI9NG GUEST WITH CONFIRMED RESERVATION

Signature of the guest

THE ARRIVAL CHRONOLOGY

The arrival chronology allows the analysis of the front department that

comes in contact with the hotel guest. The first probable contact that

the guest has with the hotel is with reservation; but the arrival

chronology describes the first contact with the guest at the time of

arrival as follows:

Stage one-greetings

The first hotel employees that come in contact with the guest on

arrival are the members of the uniformed service division of the front

office. Depending upon the size of the hotel, the first person to come

in contact with the guest is the car valet and the next person is the

doorman.

Stage two-transition

The most important role in the arrival procedure is the bell-person or

the bellboy. He is responsible for assistance of the guest on arrival in

their rooms, they explain the rooms features, and escort the guest to

the room. The bell boy generally assists the guest in the following

manner:

1. How to use the room keys.

2. How to use the television, DVD, in room movie service.

3. Briefly shows the room service menus and mini bar in the room.

4. Briefly shows the telephone operations and also explains the in-

house telephone directory.

5. Gives a brief over view of the fire and other emergency procedures

as deemed necessary by the hotel’s management and policy.

Stage three-registration

Once the4 guest has arrived and has been escorted to the front desk

by the bellboy, the registration process begins. It is this point where

have begun to create an impression regarding the hotel services. The

front desk assistants and guest relations’ executives now focus on

guest satisfaction. The staff is expected to assist the guest in filling up

the registration form and room the guest in. The bell boy in the mean

while parks the guest’s baggage near the bell desk. Once the

registration form is complete, the bell boy takes the room keys and

escorts the guest to his room.

STAGES OF GUEST CONTANCNT WITH THE HOTEL

There are four basic stages of contact the front office staff has with

the guest as follows;

1. Pre-arrival

2. Arrival.

3. During stay.

4. Departure.

It can also be explained using the following chart:

Prearrival

RESERVATION

UNIFORMED

SERVICE

Depart

ure

UNIFORMED DESK TELEPHONE INFORMATION

CASHIER

SERVICE CLERK MAIL HANDLING

Arrival During stay

Preparation for guest arrival at the reception desk

After reporting on duty in the morning, the front office staff is briefed by

the night shift staff on follow-ups for the day, through memorandum of

instruction. The night shift reservations staff in most hotels generally

makes the next day’s arrival list. The morning shift staff now has to

calculate the room position. Using the following;

ROOM POSITION=

AVAILABL VACANT ROOMS+

(Available vacant rooms = total vacant rooms rooms under repair &

repair & rooms in house use.)

NUMBER OF EXPECTED DEPARTURE ROOMS. NUMBER OF

EXPECTED ARRIVALS

If rooms are available after taking into account the number of roll overs

and expected arrivals then it is called as PLUS POSITION.

But if the vacant rooms are less than the number of rooms expected to

arrive then it is called as a MINUS POSITION roll over is not allowed is

such a situation.

Now the front office assistant will check for arrival instructions and the

rooms that have vacant ready status will be blocked for the new expected

arrivals. Any VIPs and SPATT (Special attention) arrivals are dealt with

as per policy.

THE REGISTRATION PROCEDURE

Registration of a guest is one of the most important processes in the

check-in activity. It is mandatory requirement that all guests have to

be over 16 years of age VIP or Ordinary, Indian or Foreigner.

Children below 16 years must have an adult escort with the,. All

hotels have either the RED BOOK a bound registration register or

numbered registration forms. The information in both is the same

pertaining to the ascendants of the guest. The red book or registration

form what ever is applicable has to be filled up in the guests own

handwriting and the registration process is only complete when the

guest signs the form or red book. By signing the registration form the

guest has to abide by all house rules & regulations and the hotel has a

lien on his belongings in case of non-payment at the time or departure.

The hotel is expected to keep the registration cards in safe custody

even after the departure of the guest.

Methods of registration

1) It is a big bound register usually used b7y small hotel only. It is

called the red book. It is kept on the reception counter and the

arriving guest fills up the register and writes the information required

from him in one line. The advantage of this system is that as it is a

bound book there are no chances of any information to be lost and all

information required is available in on place. The disadvantage is that

as the register is bulky it is difficult to handle and with use it tends to

become untidy and dirty with time. The information provided by one

guest cannot be kept confidential from another guest. Another

disadvantage is that if the book gets lost which is a remote possibility,

all record is lost.

2) Loose leaf Register

The system is almost the same as the bound book with the difference

that in this case a separate page is used for each day and the book

gives a cleaner look. To some extent the information about the guest

can be kept confidential. As one sheet is kept on the counter per day

the counter is also tidy and the sheet is filed in the register at the end

of the day. In case of loss of the sheet the only data lost is for the

particular day. But the disadvantage is that the there is a possibility of

the sheet getting misplaced due to the carelessness of the clerk.

Further if there are less arrivals for the day the sheet may not be fully

used resulting in wastage. Only one guest can register at one time in

case of multiple arrivals it can cause some resentment amongst the

guests at the time of check in as the guest is generally tired after along

journey and expects to be roomed in immediately on arrival.

3) Individual registration;

This is most prevalent system used in most good hotels these days. The

GRC can be designed and customized as per need and for multiple

purposes. It is generally in triplicate and one copy can be sent to

FRRO(Foreigners Regional registration Office) as C FORM (as per

laws in India any foreigner checking into a hotel has to be registered

with FRRO or the local Police Station within 24 hours of check-in, it is

mandatory for all hotels to follow this rule failing which legal action

can be taken by the police against the hotel). Individual guest

registration cards can be used as guest history forms also. The size of

the card is small and handy. The advantage is that multiple guests can

register at one time during rush hours. It also ensures that guest

information can be kept confidential. The cards are numbered and can

be stored numerically. The main disadvantage is that if the filing

system in the front desk in not monitored properly, then the cards can

be lost.

All hotels adopt, the following is registration process in nutshell:

WALK-IN GUEST GUEST WITH CONFIRMED

RESERVATION

Ascertainment of Pre-

registration

Accommodation required

Analysis of availability

Confirmation of Requirement

Registration Analysis

of availability

Rooms Assignment

Systems of registration

Depending on the size and status of the hotel the following systems of

registration can be followed:

Manual System

This system is used in small hotels. In this system all the documents

such as Form C, arrival notification slips, guest folio etc. are prepared

and distributed manually. This accuracy depends on the guest’s

legible and accurate completion of the GRC. This is a slow and

tedious method and is prone to human error and is not a suitable for

large hotels where athe business volumes are more.

Semi-automated System

All those hotels that do not operate on computer either medium or

large use this method. Office machinery such as typewriter other

clerical equipment filing rack etc are used in this system, the system

has its own disadvantages as there is a chance of human error and the

system is again slow and tedious. Not suitable for hotels with large

business volumes.

Fully automated System

A Good computer software like Fidelio is used in this system and is

one of the most efficient and the fastest system of registration.

Reservations, and the F&B outlets are interfaced together and various

reports are generated. It helps in smooth and speedy check-in.

Express Check-in

In some fully automated hotels the arrivals for the day can self-

register themselves through self-registration machines located in the

lobby. To facilitate and speed-up the registration process these

machines from the hotels is can be installed at airports, international

bus stations or car rental agencies. This system is generally used for

those guests who have reservation record in the hotel reservations

office. The guest uses his credit card and insets it into the machine.

The name of the guest and number of his card is automatically

transferred to the reservation where it locates his reservations record.

The machine prompts the guest to key in other relevant information

concerning the reservation. Then the software, which is interfaced

with the room management system, locates a suitable vacant ready

room for the guest of the category reserved and registered the guest

and assigns him the room. This system lacks personal touch, which is

the most important aspect of the hotel but is the very fast method of

registration.

RECEIVING REGISTRATION & ROOMING PROCESS FLOW

CHART

Deter main traveler’s

Reservation status

Walk – in guest with a

reservation

Determining accommodation Locate

reservation

Determine room availability Confirm

reservation details

Deeside whether the room

Can be allocated or not

Refuse tactfully Assign room

(without offending the guest)

Assist the guest in

registration

Check method of

payment

Direct the guest to

the room

Complete

Formalities

VIP GUST ARRIVAL PROCEDURES

Much before the guest arrives the house keeping and F&B Service are

sent a VIP amenities voucher indicating to these departments the

status of the guest and amenities like Flowers, fruit basket, chocolate

basket & cookies basket are kept in the room and the room is

personally inspected by the Executive House keeper.

Upon receipt of the telephone call from the front desk to announce the

arrival of a VIP guest the concierge should check the assigned room

number and proceed to meet the guest along with the guest relations

executive, the keys of the room should be taken along with. The guest

is escorted to his room and the registration and room procedures are

completed in the room it self. The manager should contact the guest

to welcome him and to ensure that he is comfortable.

VIP Guest Courtesy Calls;

To ensure the highest standards of services to VIP guests, it is

important that the guest contact is maintained during his stay and their

needs are constantly monitored i.e. arranging tours, confirmation of

tickets etc. in order to achieve this the manager must make contact

with each guest personally on daily basis. Care must be taken that the

approach is low profile friendly & unobtrusive. This contact can be

made when the guest is in the public areas.

Manager Reservation

Cc

General Manager

Front Office Manager

Guest Relations Manager

Executive Housekeeper

F&B Manager

Room service Manager

Chief Engineer

THE CHECK-IN PROCEDURE

Getting the guest into the rooms is the quickly, efficiently and accurately is

the primary responsibility of the front desk. The mechanics of the check- in

procedure is as follows:

Much before the guest arrives

Each day on the basis of the arrival report generated by reservations the

front desk knows the number of rooms due to arrive. Each individual

reservation is known in advance so that the front desk can manage

availability of rooms.

The room preference as intimated by the guest during reservations is

taken into account and the rooms are allocated to the expected arrivals

this process is called blocking.

Blocking is a process that where a specific room is allotted to the guest as

per his preference.

If any airport pick-ups are to be organized the information is passed on to

the concierge for suitable action.

Steps of check-in on the arrival of the guest at the front desk:

1.guests name is verified to include the correct spelling and pronunciation.

His details are checked in the reservation form.

2.once the reservation details have been found the same are conveyed to the

guest verbally including his room preferences and mode of payment to

reconfirm.

3.if the room is not pre-blocked the FOA find a room of the guest preference

in the vacant ready room list. In case the proffered room is not ready

the guest must be given the following option;

4.determine if the guest is a repeat guest or member of the hotel’s loyalty

forum.

5.have the GRC filed with all relevant details and ensure that it is duly

signed

6.determine the mode of payment if not decided by the guest at time of

reservation hand over the key to the guest, never announce the room

the room number vocally for security reason.

7.the bellboy now escort the guest to his room along with his baggage.

8.make the arrival intimation arrival intimation slip and send to the

following departments:

Room service

House -keeping

Bar

Restaurant

Engineering

EPABX

Accounts

THE DEPARTURE PROCECURE FOR FITs

The guest intimates the front desk or the bell desk about his intention of

departure. The bellboy takes the errand card informs the cashier to

keep the bill ready and departs for the room for baggage down. In the

man time the FOA makes departure intimation slip and sends the

intimation to all relevant departments like F&B service and

Housekeeping. The departments ensure that there are no pending

vouchers left for posting in that room account (these days we have

soft wares to assist us). N the hose keeping immediately ha the room

inspecte4d for any shortages and mini bar consumption, information is

passed to the front office cashier immediately.

The bellboy reaches the room picks up the baggage quickly inspects

the room and fills up information is his errand card. The key is

generally carried by the guest to the front office. After coming to the

front office he escorts the guest to the cashier and parks the gust

baggage near the bell desk and waits for further instructions from

front office. After the bill has been settled and the keys have been

deposited in front office, the bellboy takes the signature of the FOA

and escorts the guest to the porch.

The FOA updates the computer and hands the room to house keeping

for cleaning. The arrival/departure list is updated and the cashier files

the bill.

Step-by-step Departure Procedure

The bell desk receives a call from the gust wishing t checkout. The

bell captain send the bellboy to the room along with a bellboy’s errand

card and informs the cahier, so that the final bill can be prepared.

The cashier informs the front desk who send the departure information

to all related departments, so that all vouchers of that particular room

are posted in the final bill folio.

The bellboy knocks the room door and wishers the guest. He collects

the guest baggage and surveys the room for anything missing; he

makes relevant entries in his errand card.

The guest is escorted to the front desk; the bellboy carries the baggage

and in some cases the room key (some guests carry the room keys to

the front office themselves.)

The guest baggage is parked near the bell desk; the gust goes to the

cashier to settle his bills. The bellboy hands over the key to the

cashier and sticks hotel stickers to the baggage and waits near the bell

desk.

The cashier after settling the bill gives the key to the front desk and

the bellboy is indicated that the near have been settled.

The baggage is loaded into the guest car, and the bellboy notes the car

number in the errand card and hands the card to the front desk.

THE DEPARTURE PROCEDURE FOR GROUPS

The wake-up call & luggage down timings are coordinated the

previous night with the group leader. The bellboys go to the floor at

the designated baggage down timings and the baggage is brought

down and lined up in rows near the bell desk. The guest settles the

extras bills individually and the group leader settles the group bill.

After ensuring that all room keys have been received by front office

and the bills have been settled, the bellboys take the baggage to the

porch. The basic procedure is the same as FITs.

Room shifting procedure

Sometimes the room of the staying guest has to be shifted. Following

are some reasons;

1. Guest wants to shift the room for the following reasons;

Initially the room was not allocated to him as per his choice.

Some one has joined him in the room and now the guest wants

a double room

One or more gadget like TV, AC or telephone has stopped

working and requires major repairs.

The guest does not like the room i.e. color scheme, location,

view etc. or the room is located near the elevator and it is too

noisy.

2. The hotel wants to shift the room for the following reasons:

Initially the guest wan not assigned the room as pr his choice

due to non-availability.

Guest is a walk-in and the room is required for a guaranteed

reservation.

The guest with a guaranteed reservation has overstayed and he

wants a roll over for another night, the may be required for

another guaranteed reservation arrival for the day.

What ever the situation, both the guest and the hotel must

agree for room shifting.

Procedure of room shifting:

The housekeeping department is informed about the request of

change so that a room can be made ready for the guest. Once

the room is ready, the housekeeping intimate the front desk.

The room can now be shifted. There are two king of room

shifting live Move & dead Move

Live Move-Done in the presence of the guest

Dead Move-Done in the absence of the guest.

In both the cases the bellboys move the baggage of the guest to

the new room in the presence of the lobby manager and

Housekeeper. The front desk prepares a slip called as the

change of room slip and sends the information to al concerned

departments. Necessary changes are made in the front office

and cashier’s records.

The Mail Handling Procedure

The resident guests who stay in the hotel for one or more nights

may receive mail and packages. Whenever guest mail is

received, the guest is contacted in the room, if the mail or

packages are received between 8.00 AM and 9.00 Pm if the

guest is not in his room then the incoming mail, faxes and

packages are placed in sealed envelopes, and when possible the

mail is delivered to the guest by the desk staff.

Flow chart of Mail handling Procedure

MAILIS RECEIVED AT THE FRONT OFFEICE

The Information Desk

Job functions of the information desk

Some of the functions of the information section area are

follows:

Maintain alphabetical guest rack (guest name A-Z) this is also

known as the information rack, this can be manual as well as on

a computer.

Receive massages for the guest on telephone or in person

To handle and control room guest room keys. The responsibility of

the room keys lies with this area. Every time the guest is

leaving the hotel or coming to the hotel the keys are to be taken

or given respectively.

Handling guest mail, letters emails.

To provide information as desired by the guest.

To page the guest if required.

Types of information provided to the guest:

About hotels & hotel’s facilities

Terms & conditions, house rules.

Name, telephone numbers & addresses of the travel agents in the city.

Names, telephone numbers & addresses of tour operators in the city.

Names, telephone numbers & addresses of taxi operators in the city.

Maps of the city

Airline & railway schedules

Places of tourist interest, distance, and their importance and related

events.

Addresses & telephone numbers of foreign embassies and consulates

Addresses & telephone numbers of house doctor and other doctors &

specialists in the city.

Addresses & telephone numbers of all major hospitals in the city.

Addresses & telephone numbers of clubs, kennel clubs

Cultural events and movies in the hotel

Location of banquets and conferences in the hotel

Addresses & telephone numbers of police station, fire, ambulance

passport office in the city.

Addresses & telephone numbers of all company owned service

stations in the city.

Any other information as desired by the guest

LECTURE-9

RECEPTION-II

Bell desk/Concierge

Job descriptions, functions & duties of staff & bell desk, procedure of

receiving, rooming & checkout, format of bellboy errand card, left

baggage procedure, inventory

Guest Mail & Messages: Message handling procedure, paging.

Left baggage, scanty baggage

Concierge

The concierge department in modern days has lost it s importance. It

was once considered as a senior managerial position. In some

European hotels the concierge still perform a number of managerial

duties

The concierge provides a number of services to the guest; it is a

valuable tool in providing “guest satisfaction” to all guests. Some

concierge services are as follow;

Reservations for airlines, hotels and other restaurants in the city.

Escorting guests during airport Drop and pick-up

Securing tickets for theatre, sporting events or any other event in the

city.

Any other assistance as desired and required by the guest.

Job Description of a Bell Boy:

Job title Bellboy

Category Non-supervisory

Reports to 1. Bell Captain

2. Se. Bell Captain

3. Lobby Manager

Job Definition To handle guest baggage at the time of

arrival & departure and run errands a

required

Directly Controls Guest baggage in transit within the hotel

Assigned area Principally the lobby area. Bellboys are

authorized to work in any

Of Work part of the hotel depending on the errand

demand.

Hours of Operation One shift 8-9 hours in 24 hours as per

the policy of the hotel.

Authority None

Work performed:

1. Carry guest baggage at the time of arrival and tag it

2. Carry guest baggage into the room and explain all controls in the

room to the gust.

3. Issue postage to the guest against cash.

4. Deliver guest baggage to the left luggage room if required.

5. Check the room at the time of guest departure.

6. Carry baggage at the time of guest departure from the room to the

lobby and porch.

7. Check guest room t validate discrepancy report

8. page guests if required

9. Report scanty baggage to the bell captain

10. Perform any errand as required by the management

11. Coordinates with security by reporting any undesirable elements in

the lobby.

Job description of a bell Captain:

Job title Bell Captain

Category Supervisory

Reports to 1. Sr. Bell captain

2. lobby Manager

Job Definition To supervise bell boys and ensure that the porter

services run smoothly and efficiently

Directly Controls Bell boys

Assigned Area Principally the lobby area. Is authorized to work

in any part of the hotel depending on

the errand demanded.

Hours of Operation One shift of 8-9 hours in 24 hours as per the

policy of the hotel.

Authority To check bellboys in their daily operations to

apprise them of their performance.

Work Performed:

1. Brief bellboys at the beginning of the shift.

2. Ensure that all bellboys in his shift are properly groomed and \dressed.

3. Control movement of bellboys.

4. Ensure that the bell desk is well stocked with postae stamps etc.

5. Initiate action against scanty baggage guests.

6. Assign errands to bellboys.

7. Organize paging services in the lobby.

8. Execute formalities regarding left luggage.

9. Assist security

10. Assist in crew and group wake-up call procedure.

11.Perform any other duty as desired by the management.

The bell Desk and its Operations

The bell desk is an extended arm of the front desk. Number of

activities like arrivals, departures and some services during the stay of

the guest cannot be carried out without the bell desk. The bell desk is

small counter opposite the front desk, it must have a clear view from

the front desk, cashier and the door man. It must also be near the

luggage entrance and the luggage center of the lobby.

The Head Hall porter

The head hall porter is the in charge of the uniformed service, he wears

a tail coat with brass buttons, majority of hall porters in Europe are

members of a society called “Society Des Self d’ or” they wear a badge

of crossed keys on the lapel of their coats.

Functions of The Bell Desk

The functions performed by the desk are as under:

A. Luggage Handling

Luggage handling of the guest is done at various occasions such as

arrival, departure and during change of room. This activity is called

as the “Up Bell” activity and when the baggage is moved from the

room to the lobby at the time of departure it is called as the “Down

Bell” activity.

The lobby control sheet is used for keeping a tab on the activities of

the bellboys by the bell captain. Every bellboy is assigned a number.

Alternatively the bellboys name is also given on the sheet for better

control. Through this sheet the bell captain ca ascertain the load on

each bellboy so that the workload can be distributed equally. The bell

captain is able to find out the lethargic members of his team who

Left Luggage Procedures:

Sometimes guests do not wish to carry all their baggage at the time of

departure, they would like to collect the same later they might find it

inconvenient to carry the same or to retain a room to kept h baggage

uneconomical. Hotels provide left luggage facility to such guests, they

leave luggage in the hotel premises under a guarantee from the

management that the luggage will be kept sage. Some hotels charge a

nominal fee, but most hotels do not.

Format of the luggage register

Dat

e

Roo

m

Nam

e of

the

guest

Bellboy

numbe

r

Luggag

e tag

number

Descriptio

n of the

luggage

Date of

deliver

y

Remark

s

Format of the luggage tag

Hotel xyz

Date…………………

Room no……………………

Date of delivery…………………

BAGGAGE CHECK NUMBER 2547

SUIT CASE SUIIT BOX BRIEF CASE

GOLF BAG

UMBRELLA OVERCOAT PACKAGE

OTHERS

NOT RESPONSIBLE FOR GOOD LEFT OVER 30 DAYS

Hotel copy

Date……………………..

Room no …………………….

BAGGAGE CHECK NUMBER 2547

SUIT CASE SUIIT BOX BRIEF CASE

GOLF BAG

UMBRELLA OVERCOAT PACKAGE

OTHERS

NOT RESPONSIBLE FOR GOOD LEFT OVER 30 DAYS

Counter foil for guest to be returned at the time of delivery of goods

Procedure for receiving and delivery of left luggage;

Receipt

The left luggage procedure can be understood by the following

activity flow chart;

Flow chart receipt of left luggage

Intimation received from guest for storing luggage

Ascertain number of pieces and duration of storage

Prepare left luggage ticket; make entries in the left luggage register

____________________________________________

Copy fixed on each piece of luggage counter foils handed

over to the guest

Baggage is shifted to the luggage room

Delivery

Flow chart of delivery of left luggage

Request the guest for the counter foil of the luggage

Have the guest to identify the baggage

Collect receipt, Stamp delivery on baggage and deliver the baggage to

the guest room

File the counter foil and make entries in the left luggage register

Luggage inventory

It is procedure to keep track of all guests stored luggage with the bell

service while doing this exercise the bell captain checks the following

Ensure that the entire stored luggage has the baggage check on

them and all details of the baggage check have been duly filled up.

Ensure that all details on the baggage check tally with the enries

made in the left luggage register

Fill up the luggage inventory sheet

Luggage inventory sheet

S .

no

Lugga

ge Tag

no.

Nam

e of

the

gues

t

Roo

m

no.

Date

of

Depos

it

Discreti

on of

Luggage

Locati

on in

Lugga

ge

storage

room

Expect

ed date

of

Deliver

y

remar

ks

B. paging

if a guest is expecting a call or visit and he wants to use one of the public

areas of the hotel, the bell desk requests him to fill a form called the

location form. The completed location form is kept in the key and mailing

rack. Information is sent to the telephone department also. The purpose of

the form is to earmark the area of paging and save time. In case computer

software is being used the information is fed into the computer also.

Location Form

HOTEL XYZ

LOCATION FORM

Date ……………………………

Time …………………….

EXPECTING Phone call from

…………………………………………

Visitor

Mr./Ms…………………………………………..

Restaurant Bar Coffee shop

Swimming pool

Barber shop Bank Lobby

Lounge

Shopping arcade

Health club

Between ………………………………………….…

and………………………………………………...

Will be back

by……………………………………………………………………………

……………...

Message………………………………………………………………………

…………………………..….

………………………………………………………………………………

…………………………

Room number……………………………………Name of the Guest

…………………………………..

In case of a telephone call or visitor please fill the form and leave it at the

front desk

Thanking You Information

Assistant

System used of Paging;

Page Board System

Public Address System or PA system

Page / Beeper System

C. Mail & Message Handling

The bell desk is also responsible for handling and distributing mail and

messages received at the front desk.

Handling mail & Guest messages during the stay of the guest:

After having installed in his room, the guest may require help from the front

desk for a number of needs. Handling the mail and messages is one such

activity in which the bell desk may be involved

Handling mail

Mail handling is a very important activity of the front desk. The first step is

to sort mail into two categories a) Guest Mail & b) Hotel Mail. The date &

time of receiving is now stamped on the mail

In-coming Guest Mail

Mail Advise Slip

O

ATTETION

Name………..Room no………..

Please contact information or

telephone operator for:

Letter Fax

Message Parcel

Other

Date…………………Time……..

URGENT

Checked – out guest mail

The mail of the checked-out guests is tallied with the mail forwarding

address given by the guest and according to institution left by the guest

entries are made in the mail forwarding address slip.

Mail Forwarding Address Slip (Front side)

THIS ADDRESS WILL BE IN THE FILE FOR 15DAYS UNLESS

OTHERWISE INSTRUCTED. PLEASE PRINT YOUR NAKE AND

ADDRESS BELOW ALONG WITH MAIL FORWARDING

INSTRUCTIONS

Date …………………………

Name

………………………………………………………………………………

……………………..

Address………………………………………………………………………

………………………………………………………………………………

………………………………………………………

Hold until………………………………………………forward

Until…………………………………..

Record of Forwarded Correspondence (Back Side)

DATE

CABLES

AIRMAIL

LETTER

POST CARDS

NEWS PAPERS

MAGAZINES

LARGE

ENVELOPES

PACKAGES

Expected arrivals

Mail of such expected arrivals is marked with the date of arrival and kept in

the “hold mail rack “. Information is marked on the advance reservation lit.

on the night before arrival the expected arrival guest mail along with the

reservations details is sent to the front office when the guest arrives the mail

is handed over to him at the time of registration

In-coming hotel’s mail

Mail of the hotel is classified into two heads a) Mail of the staff- this is sent

to the time office to be delivered to the staff b) official Mail – this is sent to

the general manager’s office from where marked to various departmental

heads for further action.

Activity flow chart of the incoming mail in the hotel

All the mail is stamped (date & time)

Guest mail hotel mail

Official mail to

(GM’s office)

Employees mail

(to the time office)

Checked – out guests in-house guest

expected arrivals

Checked for instructins Deliver if Guest in room or

Mail sent to hold Mail

In mail forwarding card keep in key slot if guest is not

rack and sent with arrival

In the room or send mail advise

list FO.

Re-direct at forwarding

Deliver on guest arrival

Address

Handling messages;

In-house guest may receive messages on phone or may have a visitor the

following is the procedure to handle the same

Message slip

HOTEL XYZ

Message slip

To …………………………………………………………Room Number

…………………………………………………………

From ………………………………………………………Date ………………………………..Time

…………………………….

While you were out

Mr./Ms………………………………………………………………………………………………………………………………..

Of …………………………………………………………………………………………………………………………………….

Called on phone Please call him

Came to see you Will return

Wants to see you Urgent

Message

………………………………………………………………………………………………………………………………..

Received by

……………………………………………………………………………………………………………………………

Activity flow chart of the message handling procedure

Message is received for the guest at the information

Guest in the room guest not in the hotel guest

in the hotel but

Not in the room

Prepare slip, have original prepare message slip

check for location in

Delivered to his room as keep original in key rack

location form, prepare

Instructed triplicate in the book follow

previous procedure

Follow

previous procedure

d. delivery of news papers:

as per the policy of hotel all guest must receive a copy of the local news

paper every morning. The bell boys in the night shift are responsible for

delivering thee news papers to the guest rooms. The bellboys insert

newsletters issued by the guest relations department into the newspapers.

The bell boys distributor the newspapers and a record of the same is

maintained by the night shift bell captain.

E. collection of room keys at the time of room departure:

Another very important function of the bell desk is to collect the room keys

at the time of the departure of rooms. The keys are deposited at the

information key rack.

F. Miscellaneous Jobs:

Miscellaneous jobs such as handling postage stamps, taking care of out

going mail, carrying out outside errands for the fuest and hotel and moving

files from one place to another, delivering “C forms” to FRRO etc are some

miscellaneous jobs done by the bell desk. on return the bell captain signs the

service call slip and enter details in the bell captain’s control sheet. The bell

staff also assists the front desk and housekeeping in clearing out the room

discrepancies.

Format of service call slip

S. No………………………..

Date……………………………

Please permit the following employee / s for out door work at

………………………………………..

From ………………….Hrs To

………………………….Hrs

S.NO. Name Token No. Time Out Time In remarks

1

2

3

4

Bell captain’s signature security in charge

IMPORTANT

This form must be submitted to the personnel department immediately

failing which deduction in wages can be affected.

Verified .by the personal department

G. wake–up call

In some hotels the bell desk coordinates wake up call to groups and

crews. In such cases it is the responsibility of the bell captain on duty in the

morning shift to prepare the wake up call sheets for all groups & crews in

the house.

Procedure

The bell captain obtains the follow numbers of all groups / crews in – house

that are expected t depart the next morning. The information must be

collected by 07.00pm the previous night, he then prepare the wake-up call

sheet by putting their room numbers, wake-up call time, early morning

tea/coffee service time baggage down time, and departure time of each room

in their group from the hotel. once the wake-up call is finally ready copies of

these sheets are distributed to carious departments for a smooth checkout.

The wake-up call is given by the bell captain on duty and he also assigns the

bell boys for baggage down.

LECTURE – 10

Cashier

Job description

Duties & responsibility

Record keeping

Guest follow, restaurant

Bar check, telephone call voucher, room follo posting, miscellaneous

voucher, modes of payment, safety locker management. Foreign

exchange procedure, allowance voucher & paid out voucher & night

audit.

THE FRONT OFFICE CADHIER

The front office cashier is almost the last person the guest meets at the end

of his stay. Whatever impression the cashier leaves is generally the

impression the guest carries about the hotel and its service.

Duties & responsibilities of the FOC

1. to open the mail bill of the room on arrival of the guest.

2. to post all vouchers of the room for the services used by the guest during

his stay.

3. to settle the main bill with the guest at the time of departure.

4. to exchange the foreign currency into Indian currency for resident foreign

guests.

5. to keep control of the safety locker system.

6. to make petty cash payments from the guest & staff as approved by the

management

7. to receive cash/payments from the guest during his shift and hold the

same till the end of his shift

8. to maintain & operate the computer software and accounting machine.

9. to make the cashier summaries and control sheets as per policy.

10. to note down opening & closing balance of all guest room bills.

11. to inform the lobby manager and the front desk about the rooms

&guests whose bills have exceeded the floor limit a per management

policy.

12. post credit and charges into guest folios.

13. settle bills at departure.

The guest folio;

The guest folio is the master bill in which all the credit and cash transactions

are recorded for each resident guest, all credit bills from carious revenue

outlets like restaurants, bars, room service, laundry, health club etc received

centrally in the cashier’s cabin through a series of pneumatic tubes, bills are

placed in carriers and they carry the same using air and it rings when the

carrier strikes it. In modern day hotel operations we use software that post

the credit bills on generation into the main folio, the hard signed copy of the

folio is sent to the cashier for enclosed.

Points to be Noted and Understood

The above format can be used as a manual folio or as a folio generated

by the accounting machine or as a folio generated by a computer soft

ware.

The guest folio has debit & credit column. All chares are posted in

the DEBIT COLUMN can only be made under th4e following

circumstances:

When the guest makes payment towards his bills at the time of

departure

When the guest has made a depositor advance.

While setting a bill using a travel Agents Voucher or Letter Of Credit.

When a guest ha to be given discount by the management

When the cashier has overcharged and an allowance is to be passed to

correct that entry.

Restaurant / Bar Check

Posting room charges in the Guest folio:

While using manual system

1. Take out the folio from the pigeonhole. Copy of the GRC and

ascertain if room change notice is attached along with.

2. Determine guest name, room number, account number room rate

and any changes in room tariff. Ensure that the right GRC and

room change notice is attached with the appropriate folio.

3. Make the entry in the appropriate column.

4. Make entry of the taxes applicable if any.

5. Replace folio in to the pigeonhole.

Posting Room charges in the Guest folio:

While using an accounting machine

1. Determine the guest name, account number and room rate from

the GRC, also refer to the room change notice as it may differ

from the rate mentioned in the GRC.

2. Takeout the guest folio from the pigeonhole.

3. Adjust the line-finding carriage of the machine to the number of

the line on which the charge is to be printed, line number 1 for the

new folio, adjust by sliding the folio into the carriage.

4. Insert the folio into the printing table with the front page facing

up.

5. Set up the old balance amount if any and pres the appropriate

debit pick-up key.

6. Set the room number on the room keys by pressing the appropriate

number of keys.

7. Set up the amount of room charge on “amount” keys by pressing

the appropriate number of keys.

8. Move the appropriate control total key the total position.

9. Upon completion move the control lever to “clear” position.

10. Take out the folio and replace it in its pigeonhole.

Posting Room charges in the guest folio:

When using a computer software

1. Tally the room rents fed into the computer with the copes of the

GRC, make changes if any room has a room tariff change notice.

Ensure that the tariffs fed into the computer are tallied with the

GRC.

2. Ensure that the room rents column in the folio files of all new

arrivals have entries.

3. Click the post tariff option on the screen; the room tariff will get

posted automatically. Open the mater folio file and recheck if the

tariff has been posted or not. Re-index files. Please note that in

some soft wares room tariff posting is automatic. Any arrivals

after 12.00 NOON the computer will post the tariff as soon as the

entries in the GRC are posted and accepted. If a room checks in

before 12.00 NOON the computer will prompt you to post the

previous days tariff, the use has to select the appropriate option.

The same procedure is to be followed for rooms that check-out

after 12.00 NOON.

4. The main folio is not printed, at the time of check-in when the

GRC is accepted an account number is generated and the folio is

printed at the time of departure. The folio number is generated

when the soft ware prints the folio.

Posting Departmental credit charges:

When using a manual system

1. Collect the revenue department bills/vouchers from the

authorized person.

2. Arrange bills room wise and department wise.

3. Make a consolidated total of the bills/vouchers of all departments

separately: One consolidated amount for Room Service, One for

Laundry and so on for one particular room.

4. Take out guest folios individually from the pigeonholes, post the

consolidated department wise amount for the day in the DEBIT

columns and writer the folio numbers in the peculiars column of

the guest folio.

5. Attach the vouchers along with the folio & place the folio back in

the pigeonhole.

Posting department credit Charges:

While using accounting machine

1. collecting the vouchers /bill from the revenue department.

2. arranger the same department wise

3. arrange the vouchers floor wise and room wise also.

4. take vouchers pertaining to one floor at one time.

5. take out folio for one particular floor.

6. determine the guest name and other details and also check the room

number on the vouchers.

7. set the line finding carriage to the number of the line on the folio on

which the changes is to be printed by sliding the carriage

8. Set up the previous debit or credit balance on the amount keys.

9. ste up the room number on the keys by depressing them.

10. press the particular department keys. E.g room service or coffee shop.

11. record the amount of the departmental charge on the amount key by

depressing relevant keys.

12. press the control total key.

13. move the total key to clear position.

14. attach bill / voucher to the folio and return folio to the pigeonhole.

Posting departmental credit charges:

1. departmental cashiers generate the vouchers from their computers; the

vouchers are printed from the printers installed with these cashiers.

2. the vouchers are sent to the guest for collection, the guest may pay

cash or may sign the voucher to be charg3es to his room account.

3. the departmental cashier settles the cash vouchers in “cash” and the

signed vouchers are settled as “credit”

4. as soon as the signed voucher is settled as “credit” the soft ware

automatically charges the amount to the guest main folio appending

the amount of the voucher in the “debit” column of the guest folio and

the date, name & number of the voucher in the “particular” column.

5. the “credit” vouchers are sent to the front office cashier and the same

area placed in the pigeonholes of the particular room.

6. the FOC just has to tally the signed hard copies of the vouchers with

the entries appended in the mail folio.

7. the same procedure is used for all departmental vouchers.

Guest miscellaneous charges may include the following:

Shoe – shine

Laundry

Health club

Barber’s shop

Beauty saloon

Pastry shop

Other banqueting charges

Secretarial service

Postal charges

Any damage to hotel property

Any other charges realized from the guest for services rendered on

credit

The procedure for posting the voucher is same as other vouchers.

Modes of Payments:

Guest room bills can be settled using the foll9oing modes;

1. Cash:

Cash includes Indian as well as foreign currency.

2. Credit card:

While accepting payments through a credit card two types of

machines are usd:

Automatic

Manual

As soon as a card is swiped and the bill amount is entered in the

automatic machine, an authorization code for payment is generated

and the sam is printed on the slip. The guest is requested to sign the

main folio and the slip and the signatures are tallied with the ones on

the card of the guest.

3. Traveler’s Cheques:

TC us a sort if guarantee from on bank to another bank or assured

payments. The guest who pays by TC pays cash t the bank that has

issued the TC, the credentials of the guest and signatures must be

verified before accepting the TC. The TC has a counterfoil, the guest

has to sign in front of the issuing bank’s teller, and the signatures of

the guest must tally with the signatures appended on the counter foil o

f the TC in front of the cashier.

4. Vouchers:

Voucher is an authorization from as airline, travel agency to the guest

that he will present at the time of the settlement of the bills at the time

of departure. The voucher and the bill are sent to the agency for

payments. One copy of the voucher is sent by the agency for

confirmation of the reservation; the same must be tallied with original

produced by the guest.

5. Letter of credit:

The letter of credit is generally issued to corporate company

executives or for setting bills for a conference. It is sent to the issuing

company for payments for payments along with the main signed bills.

SAFE- DEPOSIT BOXE

the safe- deposit box is a source area that allows guest to store their

valuable during their hotel stay. Often the guest may wish to store

important articles like money. Pass port jewelry etc. the safe deposit

boxes keep guest articles safe and also reduce the liability and risk of

the hotel guest who wish to use the service are given a special

registration card fill it as follows;

SAFE DEPOSIT REGISTRATION FORM

Safe – deposit Box Number___________________

Name of the Guest

_____________________________________________________________

___\__

Full Address

_____________________________________________________________

__________

Telephone no

_____________________________________________________________

__________

Room number

_____________________________________________________________

_________

Arrival Date __________________________________________arrival

time ____________________

Expected usage for safe-deposit box (number of

Days)_______________________________________

SAFE-Deposit box taken on ___________________Time

__________________________________

Note: As this box can only be opened using two keys CUSTODIAN KEY

WITH CASHIER & GUEST KEY. The management of the hotel will

not liable for any losses. The guest takes full responsibility of the

article kept in the box, please note that the box will have to be opened

and inspected if the law enforcing authorities wish so, the guest

will not have any objecting to it. The management is not responsible and not

liable for any legal action if the goods kept in the box are found illegal.

(Printed on the Reserve of this Form)

SURRENDER DETAILS OF THE SAFE-DEPOSIT BOX

Name of the guest

_____________________________________________________________

___

Room number

_____________________________________________________________

______

Safe-deposit box taken on _________________________________timer

___________________

Safe-deposit box surrendered on ___________________________ time

____________________

Note : I have surrendered the box empty to the management of the hotel.

Signature of the guest

Signature

of the cashier

The procedure:

The safe – deposit box registration card is filled up and placed in an use file,

the files is kept in the safe with the cashier where it is not accessible to the

guest or staff. The front office cashier then assigns a box number to the

guest. The box can only b3e opened using two keys:

Custodian key- remains with the front office cashier.

Guest key – remains with the guest.

The locker cannot be opened till both the keys are inserted and turned clock

– wise together

Once the box is surrendered the cashier fills out the reverse of the from and

gets the same signed from th3e guest. The registration forms are filed and

retained for a maximum time of six months by the front office for reference

if a need arises.

FOREIGN CURRENCY EXCHANGE

Some regulations to be followed:

1) Hotels have to take a license from the resave bank of India to be a

authorized moneychanger. Whether a bill is settled of foreign currency

is exchanged in falls under the “ money – changer” category of RBI

2) This license is renewable every year.

3) The front office cashier are authorized to by the management to deal on

their behalf as “Management Representative”

4) The daily exchange rate must be taken into account before exchanging

foreighn currency.

Procedure to be followed:

1) The currency to be exchanged should ne exchangeable as per the Indian

government banking regulations.

2) Look for the passport of the guest to verify the identity of the guest.

3) Determine whether the currency in question can be exchanged or not.

4) Fill out the foreign exchange certificate or the “encashment certificate”.

5) Take the signatures of the guest on the certificate.

6) Write the exchange rate and the INR equivalent on the certificate.

7) Receive the amount in the foreign currency.

8) Pay the value in INR to the guest along with the original copy of the

certificate. If a bill is to be settled, then deduct the bill amount from

the INR amount and return the guest the balance in INR

9) Attach the second copy of the certificate along with the currency notes.

10) Enter transaction in the cashier’s register.

\

Foreign currency encashment certificate:

HOTEL XYZ

ENCASHMENT CERTIFICATE

Encashment Certificate Number ……………………

Date ………………………………………………… Time

………………………………………

Name of the Guest…………………………………..Nationality

…………………………………..

Address

………………………………………………………………………………

…………….

Pass

port no…………

Date

of issue

Valid

up to ……………

Place of

issue………

…..

Visa details

Pass

port no…………

Date

of issue

Valid

up to ……………

Place of

issue………

…..

DETAILS OF CURRENCY TRANSACTION

s. no Currency Serial

numbers

Denominati

on

Exchange

rate

Equivalent in

INR

Please note that a sum of Rs………………../- has been adjusted from the

INR equivalent amount against the folio number

………………………..account number ……………………….room number

…………………name of the guest

……………………………………………….and the balance amount of RS

………………..has been returned to the guest in INR

Signature of the guest

signature of the cashier

Allowance voucher :

Allowance is term used for any reduction made in the room rates, food

& beverage or any other miscellaneous charges after the full bill has

been made. Allowances have to be authorized by the lobby manager/

duty manager. They are subtracted from the main bill final amount.

Allowance can be given C.V.G.R.(corporate volume guaranteed rated)

the discounted rates are approved by the management .the cashier has to

take folio, deducting the amount from the final payable amount .

Hotel xyz

Allowances voucher

Voucher number …………………………….

Date …………………………………………time

………………………………………………….

Room number……………………………….time

………………………………………………….

Name of the guest

………………………………………………………………………………

…..

s.no Particular Amount Reason for

passing the

allowance

Remarks :

………………………………………………………………………………

………………………………………………………………………………

………………………………………………………………………………

………………………………………………………………………………

……….

Prepared by Authorized by

Guest’s signature

Paid out voucher

A paid out is cash paid to the individuals buy the hotel for making

payments of petty cash amounts on behalf of resident guest for services

rendered to them. The voucher is filled out and guest signature are

taken on the voucher, the lobby manager’s signature are also taken for

authorization of the amount paid. Finally when the amount is paid to the

individual, his signatures are taken as a token of acceptance of the

amount. Please note that all entries of the paid out voucher are

appended in the “DEBIT” column of the folio thus adding the amount

to the payable amount.

Cash paid voucher

HOTEL XYZ

Paid-Out Voucher

Voucher Number…………………………………

Date…………………………………………………

Time…………………………………………

Room number………………………………………..account

number…………………………….

Name of the

guest…………………………………………………………………………

……….

S. No Particulars Amount Name of the

person receiving

the amount

Remarks :

………………………………………………………………………………

………………………………………………………………………………

………………………………………………………………………………

………………………………………………………………………………

………

Prepared by Authorized by Receiver’s

signatures

Guest’s

signature

Night audit

The night audit section of the front office department is the team that

assumes the role of reconciling a hotel’s daily activities and

transactions. This department compiles a series of reports and data into

a report called “ The night audit report” for the management review.

“date roll” as one may think does not occur at midnight. It may occur at

02.00am or at 4.00am prior to the early departures so that all charges

have been posted and audit. The night audit team performs many

functions.

o Very daily transactions

o Generate summery and statistical sate for compiling into the night audit

report.

o Assume responsibility for certain front office functions such as front

desk, PBX.

o in many cases the leader of the audit team is also serves as MOD

(manager on duty) in the absence of the senior management

Night audit team’s development

o Credit Card Transaction Report:

o Arrival / departure report no show report:

o Credit / Floor Limit Report:

o Complimentary Rooms Report:

o Out of Order Rooms Report:

o In House Report:

o message Report:

Ancillary Night audit Duties :

the night auditors have to assume a variety of role of role during the

night shift apart from their primary task of preparing night audit reports,

they may be required to assume roles of a FOA or the PBX operator in front

office, or an order taker in room service and coffee shops some time even

security duties to some extent to some extent may have to be delivered.

Role of the MOD

The MOD or manager on duty or the night duty manager is the highest

ranking employees on the premise during the night shift. The primary

duties of a MOD may include.

To ensure that during night audit is done property.

Is accountable for all night audit report.

Is responsible for guest service during the night.

Is responsible for guest safety and security.

Guest Security and Incident / Accident reporting :

In case of serious problems an incident/ accident report is generate by the

MOD. Incident may include a situation created by a drunken guest, drunken

brawls between guest, file in some part of the hotel, situations when outside

agencies like police, fire fighter department or ambulance may have been

called, or a guest or employees may have injured him/herself.

MOD’s incident/ Accident report

HOTEL XYZ

FORM NUMBER…………………………………….

Incident/ Accident Report

Name Of The Person

Involved………………………………………………………………………

…

Status: RESIDENT GUEST / OUTSIDE GUEST/EMPLOYEE ON

DUTY/EMPLOYEE OFF DUTY

Room number (in case of resident guest)

……………………………………………………………….

Address

………………………………………………………………………………

…………………

Date…………………………………….time of incident /

Accident…………………………………..

Location

………………………………………………………………………………

………………..

Brief

description……………………………………………………………………

…………………..

Degree of Injury if

any……………………………………………………………………………

……

Participant name

………………………………………………………………………………

………

(Attach statements)

Witness

names…………………………………………………………………………

………………

(attach statements)

Signature of witnesses:

Out side agency contacted : HOSPITAL / FIRE / POLICE

Name and area of jurisdiction of out side agency:

…………………………………………………….

Name of MOD signature of

MOD

HOTEL FOOD AND BEVERAGE-TRAINING MANUAL

Food & beverage service

Hierarchy of F&B: F&B service organization chart, job descriptions, F&B

coordination with other departments.

Etiquettes: Etiquettes of F&B service staff.

F&B outlets: types of restaurants, bars, banquets, room service a brief

description to be given.

Equipments: different types of cutlery, crockery, and glassware & hollow

ware.

Organization chart of the F&B Department of a Hotel

Director Food & Beverage

F&B Manager Executive

Chef

Asst. F&B Manager

Outlet Manager Sous Chef Kitchen

Stewarding Manager

Senior captain Chef De Partie

Kitchen Supervisor

(Maitre D’ Hotel)

Commis – 1 to 3

Host / Hostess Stewards

Trainees / Helpers

Trainees

Utility Workers

Various job descriptions:

(Departmental head job descriptions have been discussed earlier in the

module)

Sous chef:

He assist the executive chef to perform his duties, is responsible for all the

kitchen is the Executive chef absence. He also works as a liaison between

the chef and kitchens.

Chef de partie:

He is responsible for one particular kitchen or one particular section of the

kitchen. His job profile is both administrative and operative.

Commis :

These people are given basic preparatory jobs like cutting chopping etc.

Asst. F&B Manager:

He assists the F&B manager to perform his duties, he is the acting F&B

manager in the absence of the F&B manager. He acts as liaison between

the F&B manager and various F&B outlets.

Outlet Manager:

Is a person who is in charge of various outlets and their smooth operations.

Senior captain:

Is the person who is in charge of the function/operations and ensures that

there is no problem with guest service.

Captain:

Assists the Sr. captain and works as a coordinating link between the Sr.

captain and the staff. The captain is responsible for one particular station, he

has to ensure that guest service is of an excellent nature.

Helpers:

They are responsible for moving and setting the furniture, they are also

responsible for the cleaning and wiping of the cutlery, crockery, hollow-

ware & glass-ware.

Kitchen Stewarding Manager:

He is in charge for maintaining and clean and hygienic kitchen. The kitchen

stewarding manager is also responsible for keeping a stock of small ware,

and issue the same to various outlets when required.

BASIC ETUQUETTES OF SERVICE STAFF

Attend to the guest as soon as they appear at the restaurant entrance.

Wish the guest as per the time of the day.

If the guest is a frequent visitor and is known it is proffered that he may

be addressed by his name.

Help guest to take off over coat if required.

Assist the guest in sitting by public chairs, attend to ladies and the

children first, provide special chairs for children if available or

provide cushion.

The guest must never be interrupted while talking, speak to the guest only

if required.

Don’t react to guest communication, reply only if addressed to.

Picking you nose scratching your head is strictly prohibited, always stand

erect and bow a little while talking to the guest.

Always suggest the guest’s favorite dish while taking an order.

Light the cigarette of the guest.

Pens should be kept in trouser pockets not in the front shirt pocket or

behind ears.

Always carry a clean waiter’s cloth.

Do not chew beetle nut or chewing gum while in the restaurant.

Never argue with the guest and do not get into a heated conversation with

your colleagues in the restaurant.

Walk briskly and smartly do not fidget or run in the restaurant.

Always go to your colleagues and talks softy do not short or make gesture

Present the check to the host directly in a bill folder.

Pick up the folder only if asked to by the guest or after the guest leaves

the restaurant. Do not solicit tips.

Always use the service entrance to enter and exit the restaurant.

Give the guest a warm send off.

Food & beverage coordination with other department:

1. Food & Beverage production:

F&B production and F&B service are two departments that are dependent

on each other for providing guest satisfaction. They should be aware of each

other’s working and system, the service departments takes guest food &

beverage orders and the production department is responsible for cooking

the food, it is the responsibility of the kitchen to ensure that the ordered food

is prepared hygienically as per standard recipe, standard portion size is

followed and the food is prepared and handed over to the service department

well in time so that there are no delays in guest orders.

2. kitchen Stewarding:

The kitchen stewarding is responsible for storing, issuing, small wares to

the service outlet. They ensure that soiled small wares are cleaned and

handed over to service for the smooth flow of the guest service.

3. Accounts Department:

The restaurant cashier represent the accounts section. He is responsible

for making bills, collecting payments and making consolidated

summaries and depositing the same along with the cash and credit card

slips to the accounts department.

4. Engineering Department:

Engineering is responsible for keeping all the systems like air-

conditioning, heating, lighting, audio, hot plates, smorgasbord, furniture

and fixtures, still pots in the stillroom etc in a perfect working condition.

Break down of any of these must be reported to the engineering

immediately and must be followed up to ensure guest comfort in the

service areas.

5. Front Office Department

The front office intimated the service department about the arrivals &

departures for the day. The service must send all departmental charges to

the front office cashier so that the same can be charged to the resident

guest folios immediately.

6. House Keeping:

Cleaning of service public areas is the responsibility of the housekeeping

department; the cleaning work is undertaking generally before and after

the service areas operation timings. The linen room of the housekeeping

department provides supply of clean tablecloths, slip cloths, serviettes,

banquet sheet and frills to the F&B service outlets.

7. Stores:

The stores are responsible for providing all, pepper all types of other

condiments, all types of proprietary sauces stationary, and other printed

material required by the service department.

DIFFERENT TYPES OF FOOD & BEVERAGE OUTLETS

Some Common F&B Outlets as Follows:

1. Restaurants:

This outlet is generally open for major meals like lunch & dinner. A hotel

can have a number of restaurants serving different cuisines these are

called “Multi-cuisine Restaurants” and restaurants serving one particular

cuisine are called “specialty restaurants: the décor, uniform, interiors,

lighting.

2. Coffee-Shop:

Coffee-shop is an outlet that operates 24hours, providing a simple and

informal décor. The service is normal quick and the menu consist of

breakfast, snacks mini meals and nonalcoholic beverages as the cover

turnover is much higher as compared to the restaurant, inexpensive and

easy to maintain. The coffee-shop is located near the lobby o f the hotel.

3. Bar:

Both alcoholic and nonalcoholic beverage are served in a bar, the menu

can consist of some limited variety of snacks also a hotel can have more

than one bas as a bar can be attached with the restaurant also. The

operations timings of the bar are generally between 11.00an to 11.00pm.

4. Grill Room:

the concept of the grillroom is to grill joints of meat and poultry in full

view of the guest, who select their choice of cuts and can watch the same

being cooled. The wall between the kitchen and the dining area is

separated with a thick see through glass partition.

5. Ice Cream Parlor:

an ice cream parlor serves a variety of ice creams, thick shakes sundaes

etc. such an outlet is generally found near a busy market area.

6. Snacks bar:

A snacks is a mini form of a coffee shop. It meet modern demands for

food served quickly at an affordable price. The outlet can be located in a

busy market near colleges or near an office complex.

7. Fast Food Joint:

Fast food joints originate from the U.S the term “Fast Food: is referred to

the fact that food is served quickly, a lot of automation is required.

8. Discotheque:

It is an outlet where people go for dancing. Live music or music on CDs

is played, generally a very vibrant and loud place. The outlet has a bar

attached to it with a limited wine list and a limited snacks menu service is

informal

9. Night club:

As the name suggest it is an outlet that is open in the night only, live

music and cabarets are played; the food menu, wine list décor and

lighting are very elaborate. The rates of the menu and 2wine list are also

exorbitantly high.

10.Banquet Halls:

A place where banquet parties seminars, conferences are organized

generally a place where a large number of people can gather.

11.Drive Inn:

It is a kind of an outlet where the person can drive into the parking and

the order is taken at the entrance of the outlet and it is served in the

person’s care concept very common in US.

12.Take Away/ Drive Way:

Again a us concept, the guest drives into the outlet places his order on

the microphone at one station, a slip is printed and the guest drives to the

next window to pay the bills and gets the packed food at the last window.

The menu is not very elaborate;

Generally the food that is ready and just has to be packed is served at a

responsible price.

13.Home Delivery:

It is an outlet where the guest can order food from his house using his

telephone and the food can be delivered to him packed the bills are paid

on delivered of food, generally an ancillary outlet with restaurant.

SERVICE EQUIPMENTS

Service equipments include furniture, linen, glassware cutlery, crockery,

hollowware etc. it squarely reflect the style and standard or the

establishment. There are several factors that must be considered while

choosing equipments:

Standard of the restaurant / hotel

Type of service

Décor and theme of the restaurant

Type of clientele

Durability of the equipment

Ease in maintenance

Availability after stocks run out

Price factors

Standardization

Table Cloths

a. To fit 2’6” square table – 54x54 two covers

b. Ti fit 3”squer table -72”x72” four covers

c. To fit rectangular table -72”x54” four covers

d. To fit rectangular table -96x72” six covers

Slip cloths

To cover a table cloth -36+”x36”

Serviettes (cloth napkin)

a. Cloth square -18”x18”

b. Cloth square -20”x20”

c. Paper square -14”x14”

d. Paper square -17”x17”

Buffet sheets

Minimum size –‘6x12”

FUENITURE

Chairs

11/2’or 18

3’of 36”

11/2 or 18

Table

square tables for 2 Pax 2’6” and for 4 Pax 3’

2’6”

Rectangle tables 4’6” x 2’6” for 4 to 6 pax

4’6

SQUARE

Rectangle

2’6

Round table 3’in diametre for 4 pax

Food & beverage equipment can also be divided into “china ware. Glass

ware, table ware” that is further sub – divided into flatware “cutlery &

hollow ware”.

Chinaware:

Name of the equipment standard size unit of

measurement

o Side \plate/quarter plate/ b & b plate 6 ¾” In

diameter

o Sweet plate / half plate 7” to 8 ½” In

diameter

o fish plate 8” In

diameter

o soup plate 8 ¾” In

diameter

o cereal plate / salad plate 5” In

Diameter

o joint / dinner / large plate 10” In

diameter

o coffee Demi –Tass 8 to 10 OZ

o tea cup 6 2/3 OZ

o tea pot ½, 1, 1 ½ , 2 pint

Other chinaware:

milk jugs

creamers

coffee pots

sugar pots/sugar dredger

ash trays

eggcups

soup bowls

platters

Some Points to be noted about Chinaware:

o Vitrified china stronger

o china ware is brittle and has a higher chipping rate; it should be handled

with care.

o It should always be stored on shelves.

o It should be stocked carefully so that it does not topple over.

o It should always be stored at a convenient height so that it can be reached

without any breakage,

o It should be stored covers to project it from dust and germs.

Glassware:

The Raw Materials for glassware are silica and soda ash. Led is added later

to make the glassware crystal clear. While selecting glassware it should be

ensure that the glasses are clear, free from air bubbles and not chipped.

Types of glassware:

Name of the glass standard capacity unit of

measurement

o Water giblet 10 oz

o Red wine glass 7 oz

o Champagne tulip 6-8 oz

o White wine glass 6-8 oz

o Sherry glass 5 ½ oz

o Beer tanked 3 oz

o Brady snifter/balloon 10-12 oz

o Parfait glass 8 oz

o Beer tankard 4 oz

o Cocktail glass 1 ½ pint

o Chimpanzee saucer 6 2/3 oz

o Rolly Polly 9 oz

o Liqueurs glass 6 oz

o Old fashioned 9 oz

o Pool glass 12 oz

o Tom Collins 12 oz

o Juice glass / pony tumbler 5 oz

o Slim Jim / long john 12 oz

Some points to be noted about glassware:

o Glassware should be stored inverted in singe rows on shelves lined with

brown sheet to avoid slippage

o A rack with individual compartments lined with rubber is the best way to

store glassware while transporting it.

o Chipped glasses should never be used.

o While carrying glasses on a salver it must been ensured that the salver is

covered with a tray cloth to avoid slippage.

o Stem glassware must be carried inverted help by the stem between the

fingers.

o Glasses must be wiped clean using a soft whipping cloth and help against

light ensure that there are no smudges and the glassware is crystal clear.

Tableware:

Tableware consists of the following with their uses.

o Soup spoon Soup served in soup plates and bowls

o Fish knives & forks Hors d’ oeuvres / fish

o Large knives & fork Entrée / main dish

o Dessert spoon & fork All sweats served in plates

o Desert spoons Cereals served in soup cups

o Small fruit knife & fork Fresh fruit served in B&B plates

o Coffee spoons Coffee

o Tea spoons Tea / fruit cocktails / ice creams served as

coupe

o Service spoon and fork Used for service

o Steak knife For steaks

o Grape fruit knife For grape fruit

o Egg spoon For eggs

o Cheese knife For cheese

Hollowware:

following is the lost of hollowware used in service;

For Food Service

o Soup tureens

o Individual soup bowl

o Service tray and slavers

o Oval flats with lids

o Oval or round vegetable dish with lid

o Oval or round under dish for vegetables

o Soufflé cases

o Oval round entrée dishes

o Oval or round under dishes for entrée

o Round flats with covers

o Asparagus dish

o Water jug

o Muffin dish

o Cocktail juice container

Silver required for servicing drinks

o Salver for serving

o Salver for clearing

o Ice tongs

o Ice buckets

o Champagne bucket with stand

Salver for still room service

o Coffee pots

o Creamer of milk jugs

o Hot water jugs

o Toast racks

o Salver for serving and clearing

Special tableware used for specialized service

o Sugar tongs

o Asparagus forks

o Oyster forks

o Finger bowls

o Cruet sets

o Ice cream scoop

o Sauce ladle

o Butter dishes

o Snail tongs

o Snail forks

o Fondue fork

o Side spoon

o Ice cream spoon

o Pastry fork and knife

o Corn on cob holder

o Lobster pick

o Butter knife

o Cheese knife

o Grapefruit spoon

o Nut cracker

o Gateaux slice

o Steak knife

o Caviar knife

Other food service equipment

o Ashtrays

o Bread boats

o Flower vases

o Fruit stands

o Tea strainers

o Candle stands

o Wine cradle

o Wine funnels

o Drip bowl

o Sundae coup

o Cheese dish

o Oil & vinegar bottles

o Oval au gratin dishes

o Cocotte dish

o Preserve pots

o Toothpick stand

o Chaffing dishes

o Burners for guerdon

o Copper guerdon pans

o Irish coffee makers

o Cocktail shakers

o Stirring spoon and bowl

o Supreme bowl

Practical session

Identification of service equipments

Water service demo & practice

Introduction to cover layout and basic rule for laying a cover

Menu

Types of menus

Classical French

Breakfast

Types of breakfast

Cover layout of different types of breakfast

THE MENU

Menu:

It is believed that the history of menu planning goes back to a banquet given

in 1541 AD by the Duke of Brunswick. Apparently he had a lengthy piece of

paper and occasionally he was seen referring go it.

A menu can be define as a list of dishes available to the guest with a brief

description of all the dishes, along with their selling price.

Types of menus:

A La carte menu:

An a la carte menu offers varied choice in each course and each dish is

individually priced and charged. The dishes can be individually selected by

the guest keeping in mind his choice, taste and budget and the same are

cooked to order, the liter meaning of the term is “ from the card”

Table d’ hote

A table d’hote menu offers a fixed price on per person basis for the menu as

a whole.

The literal meaning of this French term is “the table of the host”. Whether it

is a moderately priced business lunch or an expensive dinner at a swank

restaurant, the menu consists of three or four courses and each course has

about one to three dishes .this type of menu is very popular during the

festive season.

Set menu

A “s et menu” offers set times generally one of each course, pre arranged by

the host set menu are utilized for functions where bulk cooking and service

is required, like banquet and wedding dinners.

Carte Du jour

The term means “card or menu for the day”. It offers choices available for

a particular day only.it is used generally in restaurants that have a ala

carte menu.

Cycle menu

A cycle menu is a set of menus that are rotated in a set cycle. Cyclic

menus are used to avoid boredom from the same type of food being

served daily; it is also ensured that all dietary supplements are complete in

the menus. In a students hostel mess a menu cycle is set in such a way that

each menu repeats itself only once a week or once a fortnight

The classical French menu;

During the medieval era, the banquet menus consisted of only two basic

courses namely; “Entrée” and “Releve”. Entrée presented the dishes

served in the beginning of the meal and “releve” represented the set of

dishes that relieved the first course.

BREAKFAST

The breakfast is the first of the morning; there are different types of

breakfast as follows;

1. Continental Breakfast

Continental breakfast comprises the following;

Choi9ce of juice (Mango, Orange, Pineapple, Tomato, Grape Fruit etc)

Choice of rolls (Croissant, Muffins, Danish Pastry, Brioche, Toast-Brown

/ Wheat / Flavored Bread) Served with preserves Jam / Marmalade /

Honey/ Butter;

Tea/ Coffee with Cream/ Milk or with Milk/ Cream

There are two types of continental Breakfast;

1.CAFÉ COMPLETE- juice, rolls with preserves, with tea or coffee

2.Café SIMPLE – only tea or coffee is served.

Cover requirements for continental breakfast:-

1) Side plate, side knife.

2) Tea dish coffee cup and saucer as ordered by the guest.

3) Butter dish, under plate, butter knife.

4) Sugar pot with tongs.

5) Toast rack or bread basket.

6) Preserve pots for preserve.

3. English Breakfast

The English breakfast comprises of the following;

Choice of juice (mango, orange, pineapple, tomato, grape fruit etc.)

Stewed fruit (pears apples)

Cereals ( porridge, cornflakes, oatmeal) served with hot or cold

milk.

Eggs (poached, boiled, scrambled, sunny side up, over easy,

variation of different type of ,elects) eggs can be served with grilled

tomatoes, sautéed mushrooms, grilled potatoes or baked beans as

accompaniments.

Forced meats (salami, sausages, bacon)

OR

1) Side plate, side knife.

2) Tea or coffee cup and saucer as ordered by the guest,

3) Butter dish, butter knife, under plate.

4) Sugar pot, sugar tongs,

5) Toast rack or bread basket,

6) Preserve pots.

7) Fish knife fish fork

8) Large knife and large fork

9) Cruet set.

10) Dessert spoon and fork

11) Water goblet.

Some points to be noted:

People belonging to Europe prefer continental breakfast.

Europeans are generally in a habit of having a very light breakfast, a

heavy lunch called diner and a very light evening meal called supper.

The English prefer a heavy breakfast, that’s why English breakfast has 7

to 8 courses.

The English like to have a very light lunch and a very heavy dinner.

3. American breakfast:

The American breakfast comprises of the following;

Choice of juice (mango. Orange, pineapple, tomato, grape fruit etc)

Cereals

Eggs can be served with grilled tomatoes, sautéed mushrooms, grilled

potatoes or baked beans as accompaniments.

Choice of rolls served with preserves-jam/marmalade/honey/butter.

Tea/ coffee with cream/ milk or with milk/ cream

Cover requirements for American breakfast:-

1) Side plate, side knife.

2) Tea or coffee cup and sauce red by the guest.

3) Butter dish butter knife under plate.

4) Sugar pot sugar tongs

5) Toast rack or bread basket.

6) Preserves pots.

7) Large knife and large fork

8) Cruet set

9) Dessert spoon and fork

10) `Water goblet.

4. Indian breakfast:

Indian breakfast is served in Indian hotels only; it is not popular in

international hotels. it comprises of the following;

o Choice of juice.

o Poori bhaji/ choice of stuffed prantha

o Tea/ coffee/ lassi / masala tea.

Cover requirements for American breakfast:-

1) Large plate.

2) Side plate

3) Tea or coffee cup and saucer as ordered by the guest

4) Sugar pot, sugar tongs.

5) Cruet set.

Covers: practical session trainer to draw covers on the white board and

explain with a demo in the training restaurant.

Layout of the cover

Requirements of a cover

Types of covers: as carte, TDH, coffee shop

a cover is a place allotted on the guest on the guest table for the cutlery,

crockery, glassware and linen for one person. The standard size of any

covers is 24” x 18”.

Requirements & layout for a cover:

Each cover should be well balanced.

The cutlery and other table appointments must be placed at least 2” away

from the edge of the table.

Knives and spoons are always placed towards the right hand side of the

plate with an exception on the butter knife which is placed on the side

plate towards the left hand side of the plate.

The water goblet/ tumbler knife always away from the plate.

The butter dish is placed either in the center of the cover on the side

p[late,

Cruet sets are placed on the top of the cover with a bud vase and an

ashtray in smoking restaurants. In non-smoking restaurants the ashtray is

missing.

The Ala carte cover:

Side plate with a side knife.

Large knife

Large fork

Water goblet

Wine goblet

Wine glasses

Cruet sets

Sauces and oil pots applicable

Bud case

Ashtray as applicable.

Side plate with side knife

Water goblet and wine glasses as applicable

Hors d’oeuvres fork

Soup spoon

Dinner knife

Dinner fork

Dessert spoon

Dessert fork

Cruet sets

Sauce and oil pots as applicable

Food Service

Preparation for service

Different types of service

Food services preparation:

Preparing of the restaurant for the service:

Pre- Preparation for the service is a vital exercise that the restaurant manager

has to supervise every day the preparation is generally done in two parts:

Mise – en-scene:

The literal meaning of the term is setting up the scene or environment of the

restaurant the following procedure is followed:

Open the windows and doors of the restaurant to air the room, so that

fresh air makes the room free of the stale odour of food,

Have the restaurant cleaned.

Ensure that all tables and chairs are wiped clean.

Fresh flowers are to be procured from the housekeeping

Ensure that no tables and chairs rocking.

Have the cutlery crocky glassware and hollowware wiped clean.

Fresh laundry is to be picked up from the linen room.

Ensure that all equipments and lights are in the working condition.

Close the doors and windows have room freshener sprayed and have the

air conditioner switched on.

Station mise- place

In literal sense the term means to put in a place. Station mise-en-place is the

pre-preparation for the waiter’s workstation in a food service area housing

all the equipments required for smooth service.

1. Side board

The work station is also called as a side board or dummy waiter. The side

board is a piece of furniture that has shelves for holding all equipments and

it can also have a hot plate or hot box to keep the food warm, the side board

must carry the following:

All necessary table cutlery like knives forks spoons etc.

Service gear

Crumb down equipment

All types of service plated

All types of required glassware.

Under plates lined with doily paper or waiter’s cloth.

Bread service equipment

Napkins

Service trays

Toothpicks

Menu cards

Wine list

Spare dockets books, pens

Spare linen

Condiments & sauces

Any additional items required during service.

2. Hors d’oeuvres troll

Before the restaurant opens he stewards must perform the following tasks;

Clean the trolley thoroughly first with a wet cloth and wipe it dry using a

dry cloth. Use vinegar if the trolley is made of wood.

Ensure that the caster of the trolley are greased and do not make a

screening noise

The containers of food items must be placed colorfully.

Adequate number of spoons, forks, underlines and napkins are available.

Sufficient numbers of dessert plate are kept for service to guest.

3. Cheese Trolley:

Different types of cheese are displayed in a wooden plank;

accompaniments like brown bread, crackers, celery, watercress have

been made available on the trolley.

4. Salad trolley.

Salad bowls are placed in an attractive manner on the trolley. Wooden

bowl and wooden spoons and forks are kept ready for tossing salads.

Lettuce leaves placed in glass jars filled with water have been kept

ready.

5. The wine trolley

Wine trolley is equipped with the following;

Cork screw

Waiter cloth

Half plates to present the cork of the wines

The wine list.

Different type of wine bottles; red pink and sparking

The red and rose wine must be kept on one side and white sparking

should be kept on another side that identification is easy.

6. Liqueur trolley

The liqueur trolley must be equipped with the following ;

Cordial glass

Brandy inhaler

Cocktail glass

Crushed ice

Straws peg measures

Waiters cloth

Different types of liqueurs

Cordials.

7. Pastry trolley

The pastry trolley is equipped with:

dessert places

folded serviettes

pastry forks

pastry tongs

round salver for displaying pastries

assorted pastries displayed on the salver

assorted gateaux slices

The restaurant manager must ensure that all the covers are laid on the

tables and have been checked for proper alignment.

SOME BASIC BUT VERY IMPORTANT RULES FOR SERVICE

Food when served from platter to plate is served from the left hand side of

the guest;it is al;so called silver service.

Food when served pre-plated is served from the right hand side of the

guest.

All beverages are served fro the right hand side of the guest.

Soup when served from tureen to guest soup plate it is served from the

left and side of the guest and when it is served pre-platted it is served

from the right hand side of the guest.

Ladies are served first and then the other guests clockwise.

Clearance of soiled plates is done from the right hand side of the guest.

Never cross the table appointments in front of the guest from the left hand

side to the right hand side and vice versa.

Sequence of service

The steps in service to be discussed in details in the class room.

The sequence of service

The order of service:

The order of service is a sequence that is to be followed during the entire

procedure from the guest arrival to the guest departure from the restaurant

following is the check list for the same:

The check- list for service

1) green and seat guests

2) offer hot or cold towels

3) open napkins

4) offer iced water or as required by the guest

5) present wine list

6) take pre-dinner during orders

7) offer food menu

8) make KOT or BOT as per the order

9) correct cover wise

10) top up wine as required

11) enquire from guests about the food experience

12) clear main course

13) clear side plates and cruet set

14) change ashtray if required crumb down

15) take dessert or cheese order

16) take wine order if required

17) clear wine glasses and dessert appointments

18) correct

19) serve wine of ordered

20) change ashtray if required

21) crumb down

22) take dessert or cheese order

23) take order for coffee

24) serve coffee in Demi tass cups

25) present check to host

26) accept payment

27) deposit payment with cashier

28) bid fare well to the guest.

29) do not pick up the bill folder till the guest has left the premises.

30) serve pre- dinner drinks

31) serve food course wise

32) bid fare well to the guest

33) take order for coffee

34) serve coffee in demi tass cups

35) prepare guest account

36) take dessert or cheese order

The steps in service

1. Greeting & Seating Guests

The first impression that the guest carries is the last impression; The

arrival greeting is the most important st3ep in the sequence of service.

The guest is received by the hand waiter of hostess ad escorted to a

table of choice or pre-reserved or what ever is available. The chairs are

pulled back and the guests are seated at the table.

2. Opening napkins

Opening napkins for the guest ensures that the napkins get out of the

way while the wine and food is being served. Some guests open their

own napkins. The following is the procedure

o Move to the guest on the right hand side of the host.

o Pick up the folder napkin from the right hand side of the guest regardless

of the fact that they have been placed in the water goblet or the middle

of the cover.

o Shake the napkin open its fold.

o Place the napkin open the lap of the guest.

o Move anti-clock wise openings napkins for other guest finishing with the

host.

3. Service of water:

o The sideboard should be equipped with water jugs filled with both cold

and room temperature water and kept covered with service cloths.

o The jugs must be wrapped with service cloths to trap any water

drippings.

o The water goblet is positioned at the right hand side of the quarter plate

or folded service cloth as per the policy of the restaurant.

o Approach the guest from the right hand size; place your right foot

forward to angle the body in such a way that there is no obstruction.

o Lower your left hand three inches away from the water goblet so that

the spout of the water jugs does is aligned with the goblet.

o Using your right hand while lifting the jug tilt and pour water 3/4th

from the rim of the goblet.

4. Service of bread

Bread in some from or the other is usually served in every restaurant,

the following is the procedure for service:

o Carry the breadbasket and butter dish using the two plate method to the

table and place the butter dish in the middle of the table.

o Hold the breadbasket on the flat of your left hand.

o Place the left hand low above the edge of the Guests side plate, not more

than 2 inches high.

o Hold the bread roll in the service gear and serve it on to the guest’s side

plate

o Move anti clockwise round the table offering the board rolls. To other

guests.

5. Taking order and serving pre-meal drinks (aperitifs)

Aperitif orders have to be taken immediately after the guest has been

seated and the water has been served. Try to suggest keeping the guest

preference mind:

Offer wine list and suggest.

Assist guest in making their selecting by explaining various drinks and

cocktails.

Record order in an order pad, and make out a but to place order in the bar.

Place order in the bar.

Place drinks in an anti clock wise fashion on the salver.

Carry the salver to the table on the flat of your left hand.

Approach the guest from the right hand side of the cover.

Keeping the salver behind the head of the guest serve the guest his drink

using your right hand and by placing the drink near water goblet.

Move round the table anti clock wise all the guests and the host in the

end.

6. Taking the food orders

as soon as the guest is comfortable with his drinks it is time to present the

food menu and take the order for food. Follow the procedure mentioned

below:

Presenting the menu

o Carry the menu card on the flat of your left forearm

o Open the menu card with your right hand from the top.

o Present the menu card from the right hand side to the guest.

o The menu card should be presented to each guest individually.

o Always suggest the items that do not appear in the menu.

Suggestive selling

The order in large establishments is generally taken by the station

headwaiter, or the captain, who ever take the order the person is the best

sales person for the organization. The staff should have an ability to

remember what the guest had ordered during the precious visit to the

restaurant.

Certain signals are given by the guests indicating that the order is

complete they can be “the guest may close the menu card” or “place the

menu card on the table”

Taking an Order

While taking an order at the guest table the waiter must carry an “order

taking pad” and all necessary information must be recorded in the same.

Generally these days the order is taken directly on the “kitchen order

ticket or KOT” book what ever system used the following is the

procedure that should be followed while taking orders:

o Ensure that the guest is ready to order.

o Take order from the guest towards the right hand side of the host first

moving anti clock wise and finishing with the host in the end.

o Take the order up to the main course the order for the following courses

should be taken later after the main course has been cleared from the

tables.

o note down special request that the same has been taken down correctly

o transfer the order to the KOT hilling machine or computer

o Place the order in the kitchen.

System used for taking orders

There are generally four systems used for taking orders in the restaurant

industry;

Triplicate checking system- a traditional manual system used in large

establishments.

Duplicate checking system-Used in smaller establishments, which are

informal.

Electronic Billing register.

Computerized system.

a. Triplicate Checking System

Three copies of the check are made:

Top copy- for the kitchen, second copy- For the cashier & Third copy-

for the server.

The check must contain the for the following information:

o Serial Number

o Table Number

o Date

o Server’s Number & Name

o Space for nomenclature

o Space for nomenclature

o Space for quantity

o Server’s signature

b. Duplicate checking system

This system uses only two copies of a check. it is used in

establishments that offer a limited menu and do not have a very elaborate

service profile. These forms are used pre-printed, the check contains the

following:

o Serial Number

o Table Number

o Date

o Server’s Number & Name

o Space for nomenclature

o Space for quantity

o Server’s signature

c. Electronic billing machine

Every waiter is issued the following: key with her/his name code, a

stationary folder, order pads, checks that are numbered, pay in slip and

float money for change. the following procedure is followed;

o Place the key in the correct locking system

o Place identity check in the machine.

o Press identity key and push in your code, table number etc

o Punch in order with quantity.

o Press relevant keys to price the dishes ordered

o Release the release bar to print the check.

d. Computerized system

In large establishments the role of the casher is to generate & collect the

generated bills, there are terminals at each side station that are used for

punching in orders and printing KOTs : first copy in the kitchen with the

barker. Soft wares that facilitate remote printing are preferred as they save

time. The following is the procedure:

6. Correcting the covers as per the order

Restaurant that have an ala carte menu have a standard cover placed on

the tables, this may have to be changed as the order placed by the guest.

If extra cutlery and other table appointments are required they should be

carried to the table on a service salver covered with a clean service cloth,

not with bare hands.

Procedure for correcting covers

o Place the cutlery required for each guest on the salver.

o Carry the salver to the table on the flat of your left hand.

o Starting with the guest towards the right-hand side of the host, move anti-

clock wise correcting covers.

o Correct the knife position of the first guest and the fork position of the

next guest standing between them.

o Remove the cutlery and table appo8intments that are not required and

place on the salver.

o Hold the cutlery in your thumb and finger from its neck, this will ensure

that no fingerprints are seen on the cutlery.

8. Preparing and presenting the check

Whatever system is being used for billing, it has two purposed to

intimate the guest the payable amount and what he is being charged for

& the check act as a control system for the establishment.

Procedure of presenting the bill

o Generally speaking the bills should not be presenting till the guest asks

for it

o When the guest indicates for the check, the waiter must ask the host if

anything is required.

o Move to the cashier’s cabin and take the bill, place the same in a bill

folder and and proceed to

the table.

o Move to the right-hand side of the host and discreetly present the bill

folder to the host.

o Move away from the table so that the guest can check bill and decide how

he wants to pay it.

o Do not rush the guest to pay the bill.

o The bill folder must not be picked up till the host asks the steward to do

so.

o Discreetly without opening the folder, pick it up and move to the cashier

for payment.

o As soon as the cashier has counted the cash, put the first copy of the bill

and the change in the folder and place it back in front of the host.

o Do not allow guest to leave with a humiliating impression that your

should have be3en tipped. Remember that the waiting staff does not

have any right to demand or expect tips from the guests, it is entirely

the wish of the guest to leave tips or not.

9. The farewell to the guests

The last impression the guest gets is when they leave the restaurant

after their meal. the farewell should be as warms as friendly as the

welcome, it is expected that the restaurants manager should personally see

off the guests. Pull chairs for the guest to stand up from the table, collect

their personal belonging sand assist in wearing overcoats if any. The

departing phrase should go like this: “

Good Night Mr. …………., hope you enjoyed your dinner, we look forward

for an opportunity to serve you in the near future”

10. Post-departure procedures

The waiting staffs responsibility does note here, the table has to be

cleared & re-set for a new guest. The procedure of re-setting tables can

differ in different establishments.

Procedure for clearing and re-setting the table

o Remove all central table appointments, any left over cutlery, crockery and

coffee cups.

o Re-cloth the table.

o Re-lay the cover as per the policy o the restaurant

o Do not forget to curb down the chairs.

LECTURE-17

PRACTICAL SESION-I

Demo & practice Cover Layout

Demo & Practice of Beverage service (water/tea/coffee)

Demo & practice of Food Service

PRACTICAL SESSION- II

Demo & practice Cover Layout

Demo & Practice of Beverage service (water/tea/coffee)

Demo & practice of Food Service

Beverage

Tea

Coffee

Cocktails

Wines

BEVERAGES

BEVERAGE SERVICE

Beverages can be classified as follows:

NON-ALCOHOLOC

(a) Water

(b) Refreshing drinks---cols, lemonades

(c) Stimulants---coffee, tea

(d)Nourishing drinks---malted beverages(Oval tine, Horlicks, Bounvita)

milkshake, fruit juices

ALCOHOLIC

Wines, Liqueurs, Spirits, Beers, Cocktails

Note: All beverages are served from the right.

Tea

History

Tea was discovered by accident over 500 years ago when leaves from a

tea bush actually dropped into some boiling water and delicately

flavored the liquid. Tea was only drunk for its medicinal benefits and it

was not until the 1700s that it began consumed as the delicious

beverage that we know today.

Producing countries

Tea is grown in more than 25 countries around the world. the crop

benefits from soil, and warm climate and where there is at least 130cm

of rain a year. Its flavor, quality and character is affected by the

location, altitude, type of soil & climate.

The main tea producing countries are;

China this is oldest tea growing country and is known for specialty

blends such as keemun, Lapsang Ouchong, Oolongs and green tea.

East Africa (Kenya, Malawi, Tanzania and Zimbabwe) This area

produces good quality which are bright and colorful and used

extensively for blending purposes. Kenya produces bright and colorful

teas which are easily discernible and have a reddish tint, and a brisk

flavor.

India is the largest producer of tea representing abou30% of the world’s

tea. Best teas are from Assam, strong and full bodied, Darjeeling,

delicate and mellow tea and Nilgiri which is second only to Assam and

produces teas similar to those of Sri Lanka.

Indonesia Teas produced here are light and fragrant with bright coloring

when made are used mainly for blending purposes.

Srilanka (formerly Ceylon) Teas here are inclined to have a delicate,

light lemon flavor they are generally regarded as excellent afternoon

teas.

Indian or Ceylon Blend

Indian or Ceylon Blend tea may be made in either china or metal

teapots. Usually they are offered with milk. Sugar would be offered

separately.

China

this is made from a special blend of tea which is more delicate in flavor

and perfume than any other tea, but lacks body. Less dry tea is required

than for making Indian Ceylon tea.

Russian or lemon tea

This may be brewed from a special blend similar to China tea. It is

made in the normal way and is usually served with a slice of lemon.

Specialty teas

There are a variety of special tea bends some examples of which are

listed below:

Assam a rich full and malty flavored tea, suitable for service at

breakfast.

Darjeeling a delicate tea with a light grape flavor and known as the

‘champagne of Teas’. Usually served as an afternoon or evening tea

with either lemon or a little milk if preferred.

Earl Grey a blend of Darjeeling an china tea, flavored with oil of

Bergamot. Usually served with lemon or milk.

Jasmine a green (unutilized) tea which is dried with a fragrant and

scented flavor.

Kenya a consistent and refreshing tea usually served with milk.

Lapsang Soucbong a smoky, pungent and perfumed tea, delicate to the

palate which may be said to be an acquired taste. Usually served with

lemon.

Sri Lanka makes a pale golden tea with a good flavor. Ceylon Blend is

still used as its name. Served with lemon or milk.

COFFEE

History

There is evidence to suggest that coffee trees were cultivated about

1000years ago in the Yemen. The first commercial cultivation of

coffee is thought to have been in the Yemen district of Arabia in the

fifteenth century. By the middle of the sixteenth century coffee

drinking has sprad to Aden, Egypt, Syria and Turkey. The first

coffeehouse in England was opened in Oxford in 1650. Coffee spread

from Britain to America, but it was not un 1773 and the resultant

Boston tea party that the American palate changed from drinking tea as

a beverage to coffee.

What is coffee?

Coffee is a natural product grown in many countries of the tropical and

sub-tropical be in south and Central America and Asia. Brazil is the

world’s largest grower of coffee, Columbia I second, the lvory Coast

third and Indonesia fourth.

The trees which produce coffee are the genus Coffee which belongs to

the Rubiace family. The coffee tree is an evergreen shrub which

reaches a height of two to three meters when cultivated. The fruit of the

coffee tree is known as the ‘cherry’ and these are about 1.5 cm in length

and have and shape. The cherry usually contains two coffee seeds. The

good crips for up to 15 years.

Cocktails

History

The origin of the cocktail is claimed by England, Mexico, America and

France. There are many stories but no one knows the authenticity of

any. However, it was in the United States that cocktails first gained

major popularity.

Types of cocktails

Blended drinks: Using a liquidizer

Champagne Cocktails: Such as ‘Bucks Fizz’ Which has the addition of

orange juice

Collins: Hot weather drinks, drinks, spirit based, served with plenty of ice

Coolers: Almost identical to the Collins but usually containing the peel of

the fruit cut into aspiral; spirit or wine based

Crusts: May be made with any spirit, the most popular being brandy; edge

of glass decorated with powdered sugar; crushed ice placed in glass.

Cups: Hot weather, wine based drinks

Daisies: Made with any spirit; usually served in tankards or wine glasses

filled with crushed ice.

Egg Noggs: Traditional Christmas drink; rum or brandy and mild based;

served in tumblers

Fixes: Short drink mad by pouring any spirit over crushed ice with short

straws

Fizzes: Similar to a Collins; always shaken and then topped with soda;

Flips: Served on crushed ice decorated with fruit.

Highball: ‘American’, containing mint with claret, Madeira or bourbon

whisky base

Pick-me-Ups: To aid digestion

Posse-café-Specific densities; Layered

Smashes: Always made with fresh juices to sharpen the flavor of the drink

Swizzles: take their name from the stick used to stir the drink; ‘Swizzling’

creates a frost on side of glass

Toddies: Refreshers that may be served hot or cold; contain lemon,

cinnamon, nutmeg

Making cocktails

A true cocktail is made by one of two methods: shaking or stirring. The

art of making a good cocktail is to blend all the ingredients together by

shaking or stirring so that upon tasting no ingredient is predominant.

A rule of thumb is to determine whither a cocktail should be shaken or

stirred is that if contains a fruit juice as one of the ingredients then it

should be shaken, whilst if the ingredients are wine based and clear then

it should be stirred. Aerated water based cocktails are never shaken.

The key equipment required when making a cocktail depends on the

method being used:

For Shaken

Cocktail shaker or Boston shaker with Hawthorn strainer

Blender(for mixes)

For Stirred

bar mixing glass

Bar spoon with meddler

Hawthorn strainer

Points to noted

Ice should always be clear and clean

Do not overfill the cocktail shaker

Effervescent type drinks should never be shaken

To avoid spillage, do not fill glasses to brim

When egg white or yolk is an ingredient, first break the egg into separate

containers

serve cocktails in chilled glasses

To shake, use short and snappy actions

Always place ice in the shaker or mixing glass first, followed by

nonalcoholic and then alcoholic beverages To stir, stir briskly until

blend is cold As a general rule the mixing glass is used for those

cocktails based on liqueurs or wines (clear liquids)

The shakers are used for cocktails which might include fruit juices, cream,

sugar and similar ingredients

When egg white or yolk is an ingredient then the Boston shaker should

always be used

Always add the garnish after the cocktail has been made; add it to the

glass

Always measure out ingredients; inaccurate amounts spoils the balance of

the blend and taste

never use the same ice twice

Bitters

Bitters are used either as aperitifs or for flavoring mixed and cocktails.

The most popular varieties are:

Amer Picon:

A very black and bitter French aperitif Grenadine or Cassis is often

added to make the flavor more acceptable. Traditionalists add water in

proportions 2:1.

Angostura bitters:

Takes its name from a town in Bolivia. However, it is no longer

produced there nut in Trinidad. Brownish red in color, it is used in the

preparation of pink gin and the occasional cocktail and may be regarded

as mainly a flavoring agent.

Byrrh:

(Pronounced beer.) This is a style of bitters mad n France near the

Spanish border. It has a base of red wine and is flavored with quinine

and herbs and fortified with brandy.

Campari:

A pink, bitter-sweet Italian aperitif that has a slight flavour of orange

peel and quinine. Serbe in an 18.93 cl (623fl oz) Paris goblet or

Highball glass. Use one 6th oz measure on ice and garnish with a slice

of lemon. Top up according to the guest’s requirements with soda or

water (iced).

Fernet Branca:

The Italian version of Amer Picon. Best served diluted with water or

soda. Good for hangovers!

Underberg:

A German bitter which looks like and almost tastes like iodine. It may

be taken as a pick-me-up with soda.

Other Bitters:

Orange and peach bitters are used principally as cocktail ingredients.

Other well known bitters are Amora Montenegro, Radis, Unicum, Abbots,

Peychus, Boonekamp and Welling. Many are used to cure that ‘morning

after the night before’ feeling. Cassis or Grenadine are sometimes added to

make the drink palatable.

Practical Session

Demo & practical for beverage service:

Wines

Spirits

Cocktails

Demo & practical

Food services

Non Alcoholic Beverage service

Demo & practical

Food service

House keeping -1

Layout

Sub departments

Hierarchy & job responsibilities

Discuss a typical guest room

Guest supplies VIP room supplies

the layout of the department:

the housekeeping departments is responsible for maintaining quality room

dcor room facilities cleanness and hygienic standards in the hotel all the time

the quality of service and guest experience depends largely on the quality of

housekeeping standards maintained in the hotel. the layout of the department

will depend upon the following:

1) Size of the hotel

2) Location of the department in the building

3) Space allocated for the department

4) Practical workability

Various job responsibilities of the housekeeping department

Secretary to executive housekeeper

he/she is the personal assistant of the executive housekeeper the job profile

is of an office assistant is responsible for keeping all records of the executive

housekeeper’s office and to take care of all typing work.

Assistant Housekeeper

is second in command and is responsible for the department in the absence

of the executive housekeeper work profile is large administrative, he/she

assist the executive housekeeper in the smooth operations of the department.

Laundry Manager

Reports to the executive housekeeper. Through this position comes at the

same level in the hierarchy of the department but is responsible for the

smooth operations of the laundry section of the housekeeping department

Linen Room Supervisor

Reports to the laundry manager. is responsible for the smooth operations of

the linen room the linen room supervisor also holds stock of all the linen. he

is also responsible for receiving dirty linen and issuing clean in its place.

Laundry Supervisor

Reports to the laundry manager, the laundry supervisor is Responsible for

maintaining all records of the laundry, to ensure that all deadlines regarding

delivery of the hotel and guest laundry rests on this position. The laundry

supervisor also holds the stock of all the linen. He is also responsible for

receiving dirty linen and issuing clean in its place. He ails must ensure cost

effective operations of the section.

The Uniform Room Supervisor

Reports to the laundry manager, he/she is responsible for maintaining all

records of the uniform room issuing clean uniform in exchange for dirty and

also maintaining the stock of the uniforms. The supervisor is also

responsible for maintaining the uniforms.

Control Desk Supervisor

Reports to the assistant housekeeper, this is very responsible position as the

maximum interaction with the guest is done here. The supervisor is

responsible for:

o Receiving all guest calls – complaints requirements and requests.

o Receiving all calls from the floors and to coordinate with the floor

supervisors for allocation of room.

o Coordinates with the front office department

o Coordinate with the engineering department

o Coordinated with F&B service department.

o Maintains all records at the control desk

Night Supervisor

Reports to the assistant housekeeper and is responsible for whatever section

of housekeeping is deputed the night shift.

Public area Supervisor

Reports to the assistant housekeeper, he is responsible for ensuring that

all the public area in the hotel area clean all the time. The public area may

include; all restaurants lobby, lounge, swimming pool area elevators,

escalators, corridors, staircases, offices, administrative wing etc.

Floor Supervisor

Reports to the assistant housekeeper he is responsible for all the rooms on

one particular floor, he must be in constant touch with the control desk for

instructions regarding the priority of servicing rooms. He also responsible

for floor pantries and for the issue of room / cleaning supplies.

Flower Room Supervisor

Reports to the assistant housekeeper, the flower room supervisor is

responsible for the smooth operations of the flower room, he must have

good knowledge of all kinds of flower arrangements.

Horticulturist

Reports to the assistant housekeeper, he is responsible for all gardening in

the hotel. he has a team of gardeners working under him.

Room Attendants/ Room Maids

Reports to the section supervisors, are responsible for operative jobs and the

job profile is of a work man. They can be deputed in any section of the

housekeeping department.

Housemen

Reports to the public area supervisor as deputed are responsible for all types

of cleaning jobs, including public area toilets.

THE GUEST ROOM

a. The Layout:

1) The Main Door

2) Bath room door

3) Luggage rack

4) Wardrobe

5) Vestibule

6) Bathroom

7) WC & bidet

8) Bathtub

9) Mirror with wash basin

10) Mini bar

11) Dressing table with chair

12) Wall mounted TV

13) Writing table with chair

14) Coffee table with chair

15) Double bed

16) Side table with table lamp

17) Side table with table lamp.

b. Amenities provided in a typical guest room

In the room:

o Bathrobe with the guests name embroidered on it.

o Night slippers

o Full bar up with glasses on the mini bar and liquor in mini bar.

o Fruit basket replenished daily.

o Chocolates

o Personalized stationary kept in personalized leather stationary folders.

o Elaborate flower arrangement replenished every day.

In the bathroom

o Another bathrobe with the guests name embroiders on it.

o Another pair of night slippers

o Bath towels

o Hand towels

o Face towels

o Bath mats

o Bath soap

o Shampoo

o Moistures

o Mini perfumes

o After shave lotion

o Dental kit

o Shaving kit

o Bubble bath

o Talcum power

The chamber maid’s chart

The housekeeping operations

Once the room or section has been assigned to the room attends the

equipment for cleaning the particular area to be prepared. The section is

assigned by the control; desk supervisor.

A hand held carrying case called the housekeepers caddie that can be easily

be Carrie to each room is prepared the candies should have the following:

o A glass cleaner

o Bath room

o Multipurpose cleaner

o Bath room amenities

o Room amenities.

o Two large bags on both sides one is used for placing used linen and the

other is used for emptying the room garbage bins

o the cart has metallic racks to hold the following linen, glasses, vacuum,

o Cleaners, housekeeper’s caddies and all the necessary required for

servicing a guest room.

o The height of the handles of the cart should be between 36”to 30” to

ensure maximum back comfort while pushing or pulling the cart on the

floor.

o The handles are rounder as square handles are difficult to hold and cause

fatigue.

o At least 8” diameter castor wheels should be installed in the cart so that

the cart move easily ovr room thresholds.

o The wheels must be installed on the farthest four edges of the cart for

better stability and ease in movement.

The restocking of the carts is the responsibility of the housekeeping

supervisors. In most hotels every floor has linen & supply room and it comes

under the floor supervisors. the floor has linen & supply room and it comes

under the floor supervisors. This job is assigned to the house persons on that

particular floor.

Lost And Found Procedures

The housekeeping staff can find guest items left behind in the rooms. The

logbook for lost Nad found is maintained by the control desk supervisor.

The following is the format for the lost & found log book

Dat

e

fou

nd

Roo

m

num

ber

or

area

Descrip

tion &

conditio

n of the

item

Foun

ded

by

Stor

ed

with

and

wha

t

area

Retur

ned to

guest

on

Retur

ned

by

Na

me

of

the

gue

st

Addr

ess &

phone

numb

ers

Signat

ure of

the

guest

The Procedure

o When ever an item left behind by the guest in the rooms or any other

area is found, it is deposited with the lost and found section. The staff is

not able to take out of the hotel any item that has not been entered in the

register.

o All relevant entries are made in the stored safely in a locker with the

assistant housekeeper.

o When a guest comes back to claim the same he is requested to describe

the item.

o If the description matches with the item it is returned back to the guest.

The guest is requested to sign the lost & found register as a token of his

acceptance; all relevant entries are made here after.

o If the guest does not claim the item in six to 12 months it is handed over

to the staff that found it or auctioned. This depends upon the policy of

the hotel.

Inventory control management

The housekeeping department is responsible for maintaining a strict

inventory control on the supplies particularly guest linen. The following is

the format of the inventory register:

The Inventory procedure:

o Linen inventory is conducted once every month, it may be conducted on

the first or the last day of the month depending upon the policy of the

hotel.

o The register has information of the closing balance for the last months

inventory.

o What ever new stocks are issued they are added to the closing balance the

closing balance for the last month is the opening balance for the

current month.

o The linen stocks are physically counted and the count is compared with

the opening balance, any shortages or excesses are recorded and the

action taken on the same is also recorded. The closing balance for the

next month.