the westin
DESCRIPTION
Offerings include the Heavenly Spa by Westin™, in-room spa, and WestinWORKOUT® Gym for our discerning guests. With 1,470 square metres of meeting space and an entire level for our restaurants and bar, we are an ideal choice for all travellers.At Westin, our goal is that you leave feeling better than when you arrived. From our Heavenly Bed® and Bath to WestinWORKOUT®, we strive to develop experiences that help you be at your best in mind, body, and spirit. More >36/3-B Koregaon Park Annexe,Mundhawa Road, GhorpadiPune,Maharashtra411001IndiaMapPhone: (91)(20) 6721 0000Contact Us Announcements 5:54 PMTRANSCRIPT
THE WESTIN
PUNE, INDIA
SACHIN KENDRE
BSCHS – IVTH SEM
DINA INSTITUTE OF HOTEL AND BUSINEES
MANAGEMENT, PUNE
INDUSTRAIL TRANING REPORT
ACKNOWLEDGEMENT
I would like to convey my sincere thanks to all the people who have supported me in making the project and especially to all my faculty member and Mr. Ankur verma for accepting me as a trainee. I am also thankful to the staff of THE WESTIN who have always been a support in completion of the training & also been very supportive in the entire tenure.
SACHIN KENDRE
CONTENTS
AN INTRODUCTION TO PUNE
INTRODUCTION TO THE WESTIN
DEPARTMENTAL STUDY :
1. F & B SERVICE
2. HOUSEKEEPING
3. FRONT OFFICE
4. PRODUCTION
CONCLUSION
REFERENCE
About Pune
Pune has been known by a plethora of sobriquets. Popular among them: Queen of the Deccan, cultural capital of Maharashtra, pensioner's paradise and Oxford of the East. Pune is one of the historical cities of India with a glorious past, an innovative present and a promising future. The Pune Municipal Corporation administers the city. Its boundaries extend over four hundred square kilometres and it has a population of close to four million. Thus, Pune city has been developed into a Pune metropolitan area, just equal in area to that of Greater Mumbai. It is located 192 km (by rail) and 160 km (by road) from Mumbai and is 559 meters above the mean sea level. Being surrounded by beautiful hills and the Sinhagad fort, it has a temperate climate. Water, which is plentiful, is supplied to the city from Panshet, Khadakvasla and Varasgaon dams --all located about thirty kilometers from Pune. Pune is among the greenest urban areas in the country with more than 40 per cent of its area under green cover.
PUNE or Punyanagri as it is called has had a glorious past of nearly 1000 years. Pune’s history is both illustrious and romantic. The city’s historical associations are fast woven with Shivaji Maharaj, the Peshwas and Lokmanya Tilak. It was here, in the Lal Mahal that Shivaji boldly attacked Aurangzeb’s uncle, Shaista Khan and won back the lost territories. Later it was ruled by the Peshwas. When Bajirao-I became the Peshwa, he made Pune the headquarters of the army and the Shaniwar Wada was built. Bazaars and shopping plazas. Palaces and ritzy hotels. Temples, mosques, churches and even a synagogue to visit. This sprawling metropolis conjures up a myriad images - ancient forts, ornate palaces, lush gardens, shopping arcades, educational institutions and rolling hills. The Ganapati festival celebrated yearly, called the Pune Festival, has made its mark on the tourist map of India.
Geographical Profile of Pune
The city of Pune lies between 18 degrees 32 minutes North; 73 degrees 51 minutes East. It has an altitude of 559 metres above mean sea level and has a very pleasant climate. The Temperatures range from 15 degrees C to 35 degrees C. The best time to visit is October-March. The Winter Period is between Mid Nov to mid Feb characterised by Dry, cold nights, pleasantly warm days. The Spring falls in between Mid-Feb to end-March having Warm days and pleasant nights.
Tourist Spots
Lal Deval (Synagogue)
Lal Deval is conspicuously placed on Moledina Road. The red-brick-and-stone structure built in the English Gothic style, resembles a church. It is Pune's finest synagogue, built by philanthropist David Sassoon in 1867.
Bund Garden
Bund Garden lies on the right bank of the Mula Mutha river. Constructed by Sir Jamshedji Jeejeebhoy primarily for providing water to the poor during summer, it has become a popular unwinding spot for citizens with an added attraction of boating facilities and has recently added a well-designed jogging track. Bund Garden is now known as the Mahatma Gandhi Udyan.
The Osho International Commune
The Osho International Commune is in Koregaon Park, attracting thousands of foreigners wishing to take part in the meditation courses organized by the Ashram. The Commune was founded by Osho Rajneesh who died in 1990. His samadhi is situated in the Ashram. The commune has beautiful gardens open to the public in the mornings and evenings.
Aga Khan Palace
True to its name this place boasts of Italianate arches and spacious lawns, an unlikely place for a prison but the Britishers interned Mahatma Gandhi and his wife Kasturba Gandhi here.The architecture of the palace wil take you down memory lane, reminding you of the illustrations from fairy .
Shindyanchi Chhatri
Amongst the architectural prides of Pune, the memorial to the great warrior Mahadji Shinde, the commander-in-chief of the Maratha army, between the years 1760 to 1780 under the mighty Peshwas. The temple adorned with Rajasthani architecture is an imposing edifice situated at Wanowrie.
Shaniwar Wada
The historic palace of the Peshwa (Prime Ministers) rulers, became the seat of political power during Bajirao-I’s reign and became so conspicuous that to this date the palace has become the symbol of the city and its culture. Built in 1736, the Shaniwar Wada was once the palace of the great Peshwa rulers. The wada (Fort) was destroyed by a major fire in 1827, the cause of the fire till today remains a mystery.
Parvati Hill and Temples
The 'Nagarkhana' drum house, the imposing temple of Parvati and Devdeveshwar are the main structures on the hill. The Parvati museum houses protraits of heroes of the Peshwa dynasty, besides old manuscripts, weapons and coins. A group of beautiful temples of Ganapati and Kartikeya make Parvati add to Parvati's attractions. According to the records, the main idol was carved out of gold by craftsmen from Karnataka. After this was stolen in 1932, it was replaced by silver idols plated with gold. The 108 step climb to the 17th century temple located on top, the hill is also the favourite haunt of fitness fans.
Raja Dinkar Kelkar Museum
Raja Dinkar Kelkar Museum is housed in a quaint Rajasthani-style building. It holds a one-
man collection of the most fascinating Indian artifacts. Thirty-six sections of this museum are used to display a plethora of antiques, carved palace doors, pottery, a priceless collection of lamps and musical instruments of the Mughal and Maratha periods. A masterpiece is the 'Mastani Mahal' brought and erected as it was from its original place!
Bal Gandharv Mandir
The home of Marathi Theatre, both commercial and experimental. Throughout the year there are different cultural happenings like exhibitions, theatre, orchestra - instrumental and vocal.
Tilak Smarak Mandir
Tilak Smarak Mandir on Tilak Road is a building commemorating the great freedom fighter and social reformer Lokmanya Tilak. On the ground floor is a small museum describing Tilak's public life and a theatre on the upper floors.
Saras Baug
Sitting like a flat oyster towards one end of the city, the sunken Sarasbaug is a place where hundreds of Puneites throng every evening, for their share of fresh air among green surroundings. Adjoining Sarasbaug, across a small narrow road is another garden. This however, is not merely a park but a zoo as well - Peshwe Park.
The Film and Television Institute of India
The Film and Television Institute of India is situated on Law College Road. It imparts training in all branches of the film and television industry and is known for having produced some of the finest show-business professionals in the country.
The Katraj Snake Park
The Katraj Snake Park has a collection of reptiles, birds and turtles. Naturalists would delight in the Park's exhibits and activities. The park has also recently added a zoo.
Chaturshrungi Temple
Chaturshrungi Temple is situated on a hillock off Senapati Bapat Road. This temple of the goddess attracts droves of devotees during the nine-day Navaratri festival in October.
Sinhagad Fort
One of the great forts of Maharashtra is based in Pune. This is the place where brave soldiers fought for the fort. Tanaji, one of the trusted soldier of Shivaji Maharaj sacrificed his son's wedding to win the fort. He was well supported by his uncle Shelar Mama and his brave Marathas. The fort was named Sinhgad from Kondana, after this brave Maratha who fought till death like a true lion.
History of Pune
Down the centuries, Pune has been ruled by several dynasties. The earliest evidence found (copper plates of 758 A. D. and of 768 A. D.) reveals that the Rashtrakootas ruled this region then. At that time, Pune was referred to as Punaka Vishaya and Punya Vishaya. Copper plates of 960 A. D. and 963 A. D. refer to it as Punaka Wadi and Punaka Desha. Here Vishaya means region. Later on, the city has been mentioned as Kasabe Pune.
The Pune Gazetteer explains the term Pune as Punya - a holy place. In Hindu tradition, a confluence (sangama) of two rivers is sacred. Hence, this city, where there is a confluence of two rivers, is Punyanagari. After the Rashtrakootas, Pune was ruled by the Yadava dynasty. After the fall of this dynasty, it came under Muslim dominance till the middle of the seventeenth century.
With the emergence of Chhatrapati Shivaji, who founded the Maratha empire, Pune became known to the Delhi Sultanate. Shivaji, spent his early childhood in Pune at Lal Mahal, a palace built by his father Shahaji, where Shivaji's mother Jijabai lived for a decade. Dadaji Konddev, Shivaji's mentor, developed Pune city. He constructed a temple of Ganesha called Kasba Ganapati. This is the grama devata where invitations for all religious functions are first offered be it for a marriage, upanayana ceremony or any other functions. It was in this Lal Mahal that Shivaji attacked the Moghuls and defeated Shahistekhan, the uncle of Aurangazeb
After the death of Shivaji in 1680 and the cold blooded murder of his son Sambhaji, Aurangazeb named Pune as Muhiyabad. Pune gained importance during the period of the second Peshwa Thorala (senior) Bajirao who ruled from 1720 to 1740. During his time, the palace of the Peshwas - Shaniwarwada was built. The various mahals or buildings were constructed by different Peshwas. There are still remains of a fountain with thousand outlets called Hazari Karanje. It was Thorala Bajirao who expanded the Maratha empire into north and central provinces. Nanasaheb Peshwa succeeded Thorala Bajirao Peshwa and ruled the Maratha kingdom from 1740 to 1761. He tried to control the Nizam and maintained peace. He was instrumental in urbanising Pune city and
encouraged the setting up of Peths or wards in Pune. He constructed the famous Parvati Temple complex, a pride of Pune city. He designed a water supply system from Katraj Lake that lies to the south of Pune city. A number of temples and palaces were constructed during his time.
Due to the family fueds that ensued thereafter, the Maratha power came to an end in 1818, when the British led by Mount Stuart Elphinstone defeated them and established the British Raj in this region. During this period, the French, the Portuguese and the British powers established contacts with the Peshwas, sent representatives for various functions. Pune and Delhi were the only centres of power during this century. Pune has been recognised as a seat of learning and the Deccan College (1851) led the educational movement in Pune. Tilak, Agarkar, Bhandarkar and other luminaries of the nineteenth century studied in the Deccan College. They studied in the English language, but a literary movement was started by organising the first Marathi literary conference in 1878. Justice Mahadev Govind Ranade, V. K. Chiplunkar and others took lead in this sphere of life. Tilak, Agarkar, Nam Joshi and Principal Apte founded the Deccan Education Society and its Fergusson College in 1885. The New English School (1880), the Nutan Marathi Vidyalaya (1883) and the MES Society's High School (1875) were started. Soon after, a high school for Indian girls was established in 1884. A new generation of educated Indians started the freedom movement under the leadership of Lokmanya Bal Gangadhar Tilak. He started two newspapers, the Mahratta in English (January 1, 1881) and the Kesri in Marathi (January 4, 1881). Through these newspapers, Tilak aroused interest in national education, national language, swadeshi and swarajyai - the four fold aims for independence. "Swaraj is my birthright" was the slogan given by Tilak to the rest of India.
Gopal Krishna Gokhale is another builder of modern India who established the Servants of India Society and represented Indian interests in the imperial legislative council. Mahatma Gandhi considered him his guru. Maharshi Dhondo Keshav Karve is yet another gem of modern India, who throughout his life fought for the upliftment of women, started a college for them and established the first Indian University for women, named SNDT Women's University. He was awarded the Bharat Ratna in 1958. Senior Wrangler R. P. Paranjape is another luminary from Pune who sacrificed higher salaries and worked as the principal of Fergusson College for over twenty years. Mahatma Jyotiba Phule started education for women and struggled hard for the upliftment of the depressed classes. Shrimati Anandibai Joshi was the first lady to complete medical education in the USA. Thus, we find the origin of various movements - social, religious, educational, political, economic and literary-, in Pune city.
HISTORY
In 1930, hotel owners Severt W. Thurston and Frank Dupar, both of Yakima, Washington USA, formed a partnership in order to manage their hotels more efficiently. Together with Peter and Adolph Schmidt they formed Western Hotels, with seventeen properties, all but one in the state of Washington.[1]
Early management developed each property individually. After more than two decades of rapid growth, prompting a name change in 1954 to Western International Hotels, many of its properties were merged into a single corporate structure in 1958, and the company went public in 1963. For its 50th anniversary in 1980, it changed its name again to the current Westin Hotels & Resorts.
In 1970, the chain was acquired by UAL Corporation. In 1987, UAL Chairman Richard Ferris announced a plan to make UAL into Allegis, a travel conglomerate based around United Airlines, Hertz Rent a Car, Hilton Hotels, and Westin and linked by Apollo. This strategy failed, however, and Westin was sold in 1988 to Aoki Corporation of Japan. In 1994 Aoki sold it to Starwood Capital, real estate investment firm and parent of Starwood Lodging, and Goldman Sachs, an investment bank. In 1998 Starwood assumed full ownership of the company.[1]
Westin claims to have been the first hotel chain to introduce guest credit cards (in 1946), 24-hour room service (1969), and personal voice mail in each room (1991).[2]
Westin markets certain amenities available in its properties to the public under the brand name Heavenly. In 2005, Westin became the first hotel company to gain a national retail store presence when Nordstrom started carrying the Heavenly Bed line in more than 60 stores.
Westin refreshed its partnership with United Airlines in 2008. United offers pillows and blankets from their Heavenly Bed line on select United premium service routes between New York City and California, as well as Westin decorations and scents in some Red Carpet Club lounges.[3]
Starwood Hotels and Resorts was originally formed by the real estate investment firm Starwood Capital to take advantage of a tax break; at the time the company was known as Starwood Lodging.[6] Initially, Starwood Lodging owned a number of hotels throughout North America, all under different brand names. The Westin Hotel Company was purchased in 1994 from Aoki Corporation of Japan. Starwood acquired the Sheraton, Four Points by Sheraton, and The Luxury Collection brands from ITT Sheraton in 1998.
In 1999, Starwood launched their "W" Hotels brand. In September 2005, Starwood announced the launch of aloft, a new hotel brand based on W. aloft Hotels catered toward business travelers. Starwood intends to have 500 aloft hotels worldwide by 2012. In 2005, Starwood purchased the Le Méridien brand, which greatly increased the company's operations in Europe.
In 2004, Starwood's founder and CEO Barry Sternlicht stepped down as CEO to focus his attention on his other firm, Starwood Capital. He remained on the Board of Directors until 2005. He was succeeded as CEO by Steven J. Heyer, and Starwood began selling a number of its company-owned hotels, instead focusing on becoming a management company and franchiser for its current and future hotel brands. In April 2007, Steven J. Heyer left the company on the request of the Board of Directors because of an issue with Heyer's management style and after allegations of personal misconduct.[7] Chairman of the Board Bruce Duncan served as interim CEO until September 2007, when the company announced Heyer's successor, Frits van Paasschen.
BRANDS
( The following list of Starwood brands is chronological, according to each brand's entry into Starwood )
Westin
The historic Westin Book-Cadillac Hotel in downtown Detroit.
Main article: Westin Hotels
The Westin Hotels and Resorts brand is Starwood's largest upscale hotels and resorts brand. It was bought by Starwood in 1994 and is also the oldest brand within Starwood, dating back to 1930.
Sheraton
Sheraton Poznań
Main article: Sheraton Hotels and Resorts
Sheraton is Starwood's 'flagship' brand, providing luxury hotel and resort accommodation. It began operating in 1937 and was sold to Starwood in 1998 by ITT.
Four Points by Sheraton
Main article: Four Points by Sheraton
Four Points by Sheraton was launched by ITT in 1995 as a mid-scale hotel brand. Originally the brand was created by re-naming existing Sheraton "Inns" (a smaller, limited service version of Sheraton Hotels). The new name avoided the confusion some guests found in having two hotel categories (full service and mid-scale) with the same name (Sheraton). These hotels joined Starwood along with Sheraton in 1998.
The Luxury Collection
The historic Hotel Imperial in Vienna.
The Luxury Collection brand began when ITT Sheraton purchased a controlling interest in CIGA (Compagnia Italiana Grandi Alberghi, or Italian Grand Hotels Company), an Italian hotel chain, in 1994. Those hotels, as well as a number of top-tier Sheraton Hotels, were then marketed as ITT Sheraton Luxury Hotels. After Starwood bought Sheraton, they established a separate brand identity for The Luxury Collection and expanded it greatly. Both ITT Sheraton and later Starwood kept CIGA's original logo (the four horses of St. Mark) for The Luxury Collection brand logo until 2009; each Luxury Collection hotel now uses its own logo.
Many hotels in The Luxury Collection are smaller establishments in converted palaces or other significant buildings, others are lavishly restored historic hotels.
Confusingly, eight hotels in The Luxury Collection which were originally part of the ITT Sheraton Luxury group kept their Sheraton name, although the Luxury division is now a completely separate brand under Starwood.
The following hotels operate using their old Sheraton names, but within The Luxury Collection:
Sheraton Sofia Hotel Balkan - Sofia, Bulgaria Sheraton Algarve Hotel - Albufeira, Portugal Sheraton Park Tower Hotel - London, UK Sheraton Ankara Hotel - Ankara, Turkey Sheraton Addis - Addis Ababa, Ethiopia Sheraton Kuwait Hotel &and Towers - Kuwait Sheraton Grande Sukhumvit - Bangkok, Thailand Sheraton Grande Laguna - Phuket, Thailand
W Hotels
The W Hotel in Washington, D.C. is located in the former Hotel Washington, built in 1918 to the designs of architectural firm Carrère and Hastings. The building is listed on the National Register of Historic Places.
W Hotels is Starwood's luxury boutique hotel brand, launched in 1998. The hotel brand, which generally markets towards a younger crowd, was launched in 1998 with its first property, W New York, at 541 Lexington Avenue in Manhattan. The brand has expanded internationally with properties opening first in Mexico City, Seoul, and Istanbul.[8][not in citation given] The brand's first resort property is W Maldives Retreat & Spa.
The W Barcelona hotel was W's first in Western Europe and opened in October 2009. It features a futuristic design by architect Ricardo Bofill in the shape of a sail. Standing 26 stories tall, it can be seen from all over the city. The property is located next to the beach and boasts private access to it. It also includes a Bliss spa, gym and conference facilities.[9]
A new W Hotel was opened in early 2010 in Hollywood, CA with a Vegas-style nightclub called Drais designed by Victor Drai, followed by the opening of their fourth hotel in New York City's Downtown District in August. The W plans to double its number of properties by 2011 with hotels planned in Austin, Texas (2010); Taipei, Taiwan (2010); Marrakech, Morocco (2011); Guangzhou, China (2011); Bangkok, Thailand (2011); Paris, France (2011); Athens, Greece (2011); St. Petersburg, Russia (2011); and London(2011) where the Hotel is located in Leicester Square and opened on February 14th 2011. Retreat & spa properties are planned in Bali, Indonesia (2010) and Koh Samui, Thailand (2010). Future hotel properties in Singapore (2012), Milan, Italy (2012); Amman, Jordan (2012); Abu Dhabi, UAE (2012); Santa Fe, Mexico (2013); and Cairo, Egypt (2016) have been planned as well as a retreat & spa property in Riviera Maya, Mexico (2014). Starwood is planning the W Hotel's first ski retreat in Verbier, Switzerland (2012), bringing the total number of W Hotels to 55.[10]
St. Regis
The St. Regis New York.
St. Regis is Starwood's main luxury brand, launched in 1999. It is named for the flagship St. Regis Hotel in New York, which was built in 1904 in Manhattan at 5th Avenue and 55th Street by John Jacob Astor IV, who also founded the Astoria Hotel (which later became the Waldorf-Astoria Hotel) and who died in 1912 on the RMS Titanic. In the 1930s, head bartender Fernand Petiot, introduced the Bloody Mary cocktail. The St. Regis was a Sheraton from the 1960s on, and following a lavish restoration in 1988 was part of the ITT Sheraton Luxury division before it became the cornerstone of Starwood's new brand. All St. Regis properties except The Lanesborough in London use The St. Regis name.
Le MéridienMain article: Le Méridien
Le Méridien was founded by Air France in 1972 and was sold to Starwood in 2005, by which point it was based in the UK. It has 130 properties worldwide and its first property was Le Méridien Etoile in France.
Aloft
Main article: Aloft Hotels
Aloft is a mid-scale, urban-style business / boutique hotel brand. The brand was launched in 2005 as a 'vision of W Hotels', a relationship similar to Four Points by Sheraton and its 'brand parent', Sheraton. It has been criticized for being too slick and formulaic.[11]
Element by Westin
Announced in 2006, this is Starwood's first brand of hotels intended to be environmentally friendly. The designs include energy and water efficient features. [12] The first Element hotel opened in Lexington, Massachusetts in July 2008.[13] As of April 2010, there are seven Element hotels in operation in Denver (Park Meadows), Las Vegas (Summerlin), Houston (Vintage Park), Dallas (DFW Airport), Ewing NJ, Lexington, and Arundel Mills (BWI Airport). Two Element hotels are scheduled to open within the next year, in New York City and Omaha, Nebraska. Element hotels are built eco-friendly from the ground up, from the floors made of recycled materials to energy-efficient lighting and plumbing fixtures.
Starwood Preferred Guest
Partnerships
It has a credit card partnerships with American Express (MBNA Canada Bank partnership replaced by American Express in 2010). Starwood Preferred Guest also has a partnership with 32 affiliated airlines allowing guests to redeem their points for flights under the "SPG Flights" program.[14] According to Starwood Hotels and Resorts' corporate profile, the SPG program has over 41 million members.[5]
Star Points
Star Points can be used by Starwood Preferred Guest Members(SPG) to redeem free nights at Starwood's hotel properties. In addition, they can be used for merchandise with their partners such as GAP, Westin at Home, Nordstrom and more.
Member Tiers/Levels
There are 3 main levels of Starwood Preferred Guest. First, there is the basic level, preferred. Next, there is gold level. Lastly, there is Platinum Level. Each level has better perks. They can be found on the SPG Website In addition to obtaining these statuses through hotel nights, all Starwood Vacation Ownership owners are automatically enrolled into the Gold Starwood Preferred Guest Program. Some owners of several weeks(5* Elite Owners)are enrolled into the Platinum Starwood Preferred Guest program.
ROOMS
The Westin Pune Koregaon Park offers 277 guestrooms. Balconies open to city or river views. Guestrooms are individually furnished and decorated. Pillowtop beds feature signature bedding, triple sheeting, and down comforters. Rooms are furnished with desks and ergonomic chairs. 40-inch LCD televisions come with premium satellite channels, free movie channels, and first-run movies. Wired and wireless high-speed Internet access is available for a surcharge; multi-line phones, complimentary newspapers, and in-room safes (accommodate laptops) are also provided. Coffee/tea makers are provided. Bathrooms include separate bathtubs and showers with handheld showerheads, bathrobes, slippers, and makeup/shaving mirrors. Washers/dryers, separate sitting areas, and mini bars are also included. A nightly turndown service and housekeeping are provided. Amenities available on request include hypo-allergenic bedding. Cribs (infant beds) and rollaway beds are also available. Rooms are accessible via exterior corridors.
DINING
The Westin Pune Koregaon Park has 6 restaurants serving breakfast, lunch, and dinner. Guests are offered a complimentary hot and cold buffet breakfast. 24-hour room service is available. Dining
The Westin Pune Koregaon Park with its six restaurants and bars is the destination to refuel, replenish and refresh. Three unique eateries, one specialty food store and café, a lobby lounge, and a bar provide a wide range of culinary delights as well as myriad moments to savor.
Our all-day dining restaurant, Seasonal Tastes offers a contemporary buffet and à la carte menu for a unique combination of Asian and international cuisine. Dramatic buffet displays and interactive stations present an exciting dining experience.
People; Passion; Pleasure! Prego is a modern Italian restaurant serving authentic regional home-style dishes. Hearty signature dishes and an open pizza oven makes for a lively and aromatic meal.
The refined Kangan features delightfully authentic Indian food from the North-West Frontier. A tandoor show kitchen is the restaurant's central feature, allowing you to look on as culinary artists expertly assemble your meal before your eyes.
Make Daily Treats your everyday, one-stop shopping destination for delectable gourmet delicatessen items. Take them with you or relax in the cosy deli while you recharge with a hot coffee or specialty beverage.
Mix@36, overlooking the Mula Mutha River, offers a stylish setting in which to relax with friends over handcrafted martinis, alluring wines, specialty coffees and teas, and snacks.
SPA
The Westin Pune Koregaon Park has a full-service spa featuring massage/treatment rooms, facials, body treatments, and beauty services.
Body treatments
Facial treatments
Features & Activities
Renew your total health and wellness at The Westin Pune Koregaon Park. Our beautiful outdoor infinity pool creates an exciting visual impact, not to mention a refreshing place for exercise or utter relaxation, while our state-of-the-art fitness and health facilities in the WestinWORKOUT® Gym offer an experience of well-being and serenity for all our guests. Our Heavenly Spa by Westin™ helps the body shed fatigue and stress to encourage balance, repose, and wellness. Clear your mind. Free your senses.
The hotel presents a multilingual staff committed to offering a unique blend of personal and instinctive service. Our Business Centre provides services 24 hours a day to ease executives' worries and help complete tasks efficiently and successfully. Elemental amenities and personal touches such as parking and a gift shop help make your stay convenient and comfortable.
We welcome families, and will pay special attention to your needs. The Westin Kids Club® is a programme that provides for children's safety and security as well as providing conveniences designed to make your overnight and dining experiences more enjoyable for both parents and children.
Hotel Features
Concierge Desk
Our concierge are here to make your stay as enjoyable as possible. If you have questions or need local area information, tourist information, dining suggestions, tickets or reservations, simply ask—our multilingual staff stands ready to assist.
Westin Executive Club Lounge
Club floor guests enjoy exclusive access to the upscale Executive Club Lounge, offering all-day tea and coffee service, continental breakfast, evening cocktails and snacks. Subject to availability, a private meeting room is an ideal gathering spot.
Outdoor Pool
A refreshing view of the Mula Mutha River from our expansive infinity pool with cascading waterfall makes this a sublime setting for relaxing in the sun. Accessible to all resident and Westin Club guests. Food and beverage service offered.
Poona Club Golf Course
This 18-hole course, located in the city centre just 10 minutes away from the hotel, is managed by the Poona Club. This beautiful course has no green fee for hotel guests. Transportation from the hotel is available for a nominal charge.
WestinWORKOUT® Gym
Our gym is operational around the clock with the latest equipment from Star Trac®. Free weights, lat pulldown, dumbbells, treadmills, and other weight and cardio equipment make this an ideal place to raise your heart rate and enjoy the process.
Westin Kids Club®
A value to both children and parents, Westin Kids Club® is a unique programme that takes care of your children while you are busy, while also providing a fun learning opportunity and enhancing their talents.
Business Centre
Our full service Business Centre is designed to accommodate the busy lifestyles and minute-by-minute demands on our guests.
Heavenly Spa by Westin™
Experience a unique urban sanctuary where East meets West. We will provide you the best spa experience possible through quality products and services. Indulge yourself with our innovative and luxurious treatments for absolute peace and repose.
unwind(SM)
Transition from day to night, and renew your state of mind. Here in Pune, you'll enjoy a variety of evening unwind(SM) activities to relax and recharge, from Indian folk dancing to foot reflexology to a lesson in the art of Henna application.
BUSINESS CENTRE
Designed to meet the needs of today’s business traveler, Westin hotels and resorts provide services and amenities that take productivity to new levels.
Experience ease and comfort throughout your stay with services like wireless internet that can be accessed from guest rooms and the lobby, and high-speed internet access throughout the hotel. Our Business Center offers many of the services required by today’s business traveler, including faxing and printing capabilities.
Westin Clutter-Free Meetings helps planners and guests stay organized and productive with an open room design and layout and socially conscious amenities. Streamlined stations provide paper, pens, glasses, water and other thoughtful touches, keeping the main work area uncluttered and organized. “Green” features such as energy-efficient light bulbs, double-sided meeting pads and water pitchers in lieu of bottled water help eliminate waste and reduce consumption.*
Before and after your meetings, you can sharpen your mind and rid your body of stress with thoughtful amenities such as in-room gyms, menus rich in SuperFoodsRx® and luxurious spa services.
And once your work is done, reward yourself with a game of golf, a relaxing massage or a glass of wine during Unwind … A Westin Evening Ritual(SM). You’ve earned it.
SUPER-FOODS
Eat, drink and be healthy.
One of the ways that Westin has made it easy for guests to maintain a healthy lifestyle is with the introduction of our extensive SuperFoodsRx(TM)* menu. We are the first hotel to offer a signature SuperFoodsRx menu with more than 10 delicious options – from steel-cut oatmeal and blueberry smoothies to smoked turkey tacos and broccoli and cheddar omelets. These nutrient-rich dishes are available on our in-room dining menu in addition to being offered à la carte and in the breakfast buffet downstairs.
We’ve teamed with doctors and nutritionists to create a menu that cultivates “food synergy,” or the pairing of certain foods to increase their nutritional value. We pass this knowledge on to you on our menus and buffet fact sheets, which detail all the nutritional benefits of each food and how they work in combination with each other.
It’s just one of the many ways Westin is commited to your wellness, from the inside out.
Meetings & Weddings
Our 1,470 square metres of meeting space with eight meeting or function rooms will transform your meeting or event into something truly remarkable.
The Westin Pune Koregaon Park's unique blend of personal and instinctive service, custom-designed menus, and the latest meetings technology will provide everything you need for a memorable event. Eight flexible meeting or function rooms—including 1,050 square metres of refined special-event space—guarantees an energised and inspired meeting, conference, wedding or gala social function. All rooms feature the latest in audiovisual technology as well as wireless and High Speed Internet Access.
A dedicated meeting and banquet floor houses our Business Centre as well as offering wireless High Speed Internet Access throughout. With state-of-the-art videoconferencing features and services available in every meeting venue, all events can be tailored to your specific needs. Our wedding specialist is available to help as you begin crafting your perfect day, and our experienced and professional Catering Sales Manager will ensure that each event meets your wishes and is a success.
Distance from commercial areas.
DESIGNATION
AIRPORT 06Kms
DECCAN GYMKHANA 15Kms
PUNE RAILWAY STATION 06Kms
SHIVAJI NAGAR 19Kms
M. G .ROAD 09Kms
KOREGAON PARK 1Kms
PUNE UNIVERCITY 20 kms
HINJEWADI 09kms
PIMPRI/ CHINCHWAD 25Kms
POSITION NAME
General Manager Mr. ANURAG BHATANAGAR
F & B Manager Mr. J K PILLAI
Banquets Manager Mr. MURARI
Restaurant Manager Mr. BHASKAR DAS
Front Office Manager Mr. ANIKET SARKAR
G.R.E Mrs. KEETKI SHARMA
Executive Chef Mr. SACHIN WAGHMARE
Executive Housekeeper Mr. VIJAYANT DANGWAN
Sales & Marketing Manager Mr. MEGHA MATHUR
H.R. Manager Mr. ANKUR VERMA
FOOD & BEVERAGE
SERVICES
INTRODUCTION
Hotels have two branches of hospitality – the accommodation operations - service & the other one is food & beverage department.
Various subdivision of F & B service department is :
Restaurants Room service Banquet Bar Pastry shop Coffee shop Cafeteria
RESTAURANT
Restaurant is a commercial establishment committed to the sale of food & beverage. A restaurant may be a licensed part of a hotel operations, where by the sale of restaurant contribute to the sales performance of the hotel as a whole.
Restaurant may be I independent business entities under individual ownership & management.. Basically restaurants provide table & chairs for people to sit & eat food prepared by an attached kitchen.
ORGANIZATION CHART OF F&B DEPARTMENT
FOOD & BEVERAGE MANAGER
RESTAURANT MANAGER
SENIOR CAPTAIN
CAPTAIN
TRAINEE CAPTAIN
STEWARD
BANQUET MANAGER
BANQUET CO-ORDINATOR
CAPTAIN
STEWARD
BANQUETS
The hotel offers a wide range of banqueting & conferencing facilities.
Both the council halls are adjoining each other. They are situated on the 1st floor.
There is a movable partition that the divides both the halls. This is used as the
guest’s requirement & count the area of the halls together is 1,500 square feet
approximately. Once the partition is put Council hall 1 is 600 square feet &
Council Hall 2 is 900 square feet roughly. The buffet lunch or dinner is plated
inside sometimes but normally it is put outside in the corridor made for the same.
La Vista
A themed Fresh-air terrace venue with a breath taking view.
Prime time
Boardroom
Cuisine / menu:
Extensive menus world be available to the cover the following type of functions.
Tea – coffee break
Cocktails receptions
Brunch
Kitty parties
High tea parties
Buffet lunch / dinner (theme)
Sit down lunch / dinner (Indian, Continental, Chinese)
Wedding parties
Barbeque (pool area)
Children’s birthday parties
Christmas / New Year parties
Outside catering
Beverages
Service of alcoholic & non-alcoholic cocktails & beverages, aerated water soft
drink, fruit juice, mineral water would be made available. In banquet, guests
would have the option to bring their own alcohol. Other alcoholic beverages &
mixers will be provided by the hotel & charged according
Service Standards:
As applicable for each function.
Entertainment:
In house background pipe in music. In addition the following entertainment can
be organized.
Conference & Meetings configuration:
U shape
Block shape
Block with hollow
Theatre style
Classroom style
TASK PROCEDURES STANDARD
Pre-service briefing Inform the staff about the
type of function / number
of persons expected.
Allocate the duties
of the staff for
various jobs; Pick –
up & refilling,
clearance, serving
behind the counter,
water service,
service of drinks & /
or cocktail snacks if
applicable, closing.
Organize for the
opening & set-up of
the next day’s
function
Ask staff to double
check chafing
dishes, layout
Check uniform &
grooming of staff as
per hotel standards
All staff aware
anticipated business
Banquet area ready
for service
Staff Requirement ( F.P & F.O.D )
Records & formats maintained by banquets are:
1. Function prospectus file
2. Guest comment file
3. Function details register
4. Stock taking register
5. Linen register
6. Tip register
7. Breakages register
8. Banqueting diary
Function Cancellation (Banquets & Conferences):
If the function is cancelled within 24hours – on refund is given.
If the function is cancelled between 24 to 48 hours – 50% advance payment
to be retained.
If function is cancelled over 48 hours full advance is reimbursed.
The Banquets Manager when sending the quote must put all the above
information into the quotation letter to the “individual guest”
NB –in the event of any cancellation (banquets or conferences) for companies &
corporation accounts the matter to be referred to the F&B Manage. Sales
manager & general manager office respectively.
Banquet advance & credit policy
A) Company & corporate accounts (Conference / Banquets)
Credit will be extended on the basis of the repute standing & study of
their balance sheet / profit or loss account of the hotel. Special
consideration to be given to aspects like profitability, assets, debt
equality ratio, net worth etc, Authority will be General Manager &
Sales Manager.
B) Individual (conference / Banquets)
25% to 50% advance payment to be secured form guest at the time of
function confirmation on the basis of the function charges negotiated.
Balance of payment (extra credit or debit) to be settled on completion
of the function.
Guest signature to be obtained at the end of the function, prior to
guest departure.
ROOM SERVICE
Restaurant Manager
Room Service Captain
R.S.O.T (Room service order taker)
Stewards
The room service department is responsible for service of food & beverage
in guest room. It is a 24hrs facility provided to the guests of the hotel.
Fruit Basket Setup
Bananas 02
Orange 01
Black grapes 01 bunch (170gms)
Green apple 01
Apple 02
Kiwi 02
Tasks Procedures
Shift timings & staff daily briefing
The staff is required to report to work in full
uniform as per the roaster displayed by the
Captain.
It is the duty of shift in – charge, captain or
senior caption to conduct a shift briefing on a
daily basis prior to their commencement to
service.
The following point should be covered in the briefing
Staffing for the duty allotment
Room count / house count
Expected arrivals & departures
VIPs/Complimentary Room
Group check – ins
Menu knowledge
N/A items
Grooming of the staff
Review of previous day’s operation, guest
complaints
Special preferences of guest
CROCKERY USED IN F&B SERVICE
Side plate Sweet plate Fish plate Soup plate Joint plate Sweet plate
Cutlery
Side knife Fish fork Joint fork Joint knife Soup spoon Tea spoon
BAKERY: CAKES & MORE
MENU:
Cakes Pastry Pizza Base Plain Bread Half Plum Cake Puff Non-Veg. Puff –Veg. Quiche Non-Veg. Quiche –Veg. Sand Witch Bread Roll Soup Sticks Spring Roll Veg. Banana Slice Cake Brown Bread Brownie. Croissant Chicken Cheese Cake Donut Plain Boccaccio French Bread Garlic Bread Hot Dog Tiramisu
The different types of restaurants in THE WESTIN are :
Daily Treats
With freshly-baked breads, pastries and cakes and a delectable sandwich bar plus an enviable collection of cookbooks, innovative lifestyle products, and eclectic food and beverage events, Daily Treats is an everyday stop on your schedule.
Cuisine: Deli
Dress Code: Casual
hours: 8:00 AM - 10:00 PM
Atmosphere: Coffee & Conversations
Setting: Casual
Kangan
Our stylish Indian restaurant serving delectable North-West frontier and Hyderabadi cuisine. An open tan door kitchen adds a dramatic element to the venue. Authentic flavors are given a contemporary presentation in this unique family-style eatery.
Cuisine: Indian
Dress Code: Casual Sophistication
hours: 6:30 PM - 12:00 AM
Atmosphere: Elegant
Setting: Indoor
Mix@36
This modern, cozy and stylish lounge allows guests meet and mix with a scenic view of the river. Mix@36 boasts the best selection of wines, vodkas and whiskies around. Up-front and personable, the bartenders are here to serve and entertain.
Cuisine: International
Dress Code: Casual
hours: 5:00 PM - 1:00 AM
Atmosphere: Warm and Casual
Setting: Indoor
Prego
People, passion, pleasure: this enjoyable eatery offers a lively atmosphere for tasty pizzas, regional pastas, and hearty and creative Italian food trends. The perfect setting to enjoy an authentic Italian meal with a healthy dash of fun!
Cuisine: Italian
Dress Code: Casual
hours: Tuesday - Sunday 12:30 PM - 3:30 PM, 6:30 PM - 12:00 AM;
Atmosphere: Casual
Setting: Informal
Seasonal Tastes
An interactive dining destination serving a contemporary buffet of Asian and international cuisines highlighting the fresh and in season, Seasonal Tastes is open for breakfast, lunch and dinner. We also offer of an irresistible à la carte menu.
Cuisine: International
Dress Code: Casual
hours: 24 Hours
Atmosphere: Casual
Qba - Opening June 1, 2011
Chill out and relax in this hip and intimate Latin American club. Featuring signature cocktails and an extensive collection of premium vodkas, whiskeys and wines, plus intriguing small-plate tapas. DJs and live music add to the festive atmosphere.
Dress Code: Closed-Toe Shoes Required
Parking: Valet Parking available at the Main Porch and Banquet Lobby
Atmosphere: Vibrant
Setting: Hip & Classy
Some Points to Be Kept In Mind:
AC grills should be checked by engineering periodically to prevent dust or dirt built up as per preventive maintenance schedule.
AC grills should be cleaned by housekeeping periodically as per the cleaning schedule.
IN case the restaurant has music playing in the background ensures that correct CD or cassette is played according to the outlet specification.
The sound level or volume be comfortable to the ears and not an obstruction to the guest conversation.
To break the monotony of the same music the CD or cassette should be changed periodically as per the restaurant theme & specifications.
The CD or cassette player will be cleaned regularly by the restaurant staff Use an audio head cleaner while cleaning the head of the player. DO not use spirits or alcohol.
The restaurant floor area should be clean at all time .A clean & well maintained restaurant reflects high standards of hygiene & cleanliness.
Housekeeping will clean the restaurant floor at least thrice a day as it is an area with heavy guest traffic I. e after the breakfast period, after lunch and once during the night shift.
The restaurant staff will be responsible for clearing any debris from the floor & discard the same in a garbage bin, in the back area.
In case of any spills or stains on the floor, immediately inform the housekeeping desk in the vicinity and request them to clean the same.
In case crockery or glassware place on the floor carefully collect the bigger fragments on a paper napkin and discard them in a garbage bin in the restaurant back area. Contact the housekeeping desk for clearance of the remaining debris.
Basic Etiquettes of the F & B Service Staff
Professional appearance
All staff should be aware of the factors listed below and it is their individual responsibility to ensure that they are put into practice.
A shower or bath should be taken daily. Always use deodorants. After – shave and perfumes should be mild & used minimally. Pay particular attention to your hands, they must always be clean, free of stains
(ink/nicotine) I sauce etc. Males should be clean – shaven with any moustache neatly trimmed. Females should apply only light make up. Ear – rings, with the exception of ear- studs for females, should be avoided. Your uniform should be dean, starched as appropriate and neatly pressed. All
buttons intact. Hair must at all times be clean and well groomed. In case of ladies with long hair,
the same should be tied “up or back”. Shoes must be comfortable and well polished and as per the uniform
specifications of the area you are assigned to. Fashion is less important here that safety & comfort.
Brush your teeth after meals or use a mouth freshener. Cuts and burns should be covered with the correct dressings. Any colds or other possible infection should be reported to the supervisor
immediately. Wash your hand immediately after using the toilet, Smoking or dealing with
refuse. Try to avoid any mannerisms such as running your fingers through your hair or
scratching your chin etc.
Menu Knowledge
The staff has sufficient knowledge of all the items on the menu and the wine list in order to advise and offer suggestions to the customers. Furthermore they must know; how to correctly serve each item featured on the menu.
What its accompaniments are:
The correct cover placement. The make-up of the dish the correct garnish.
The service procedure of the various types of the drinks in the rights glass and at the right temperature.
Punctuality
Punctuality is all important. If the staff is continually late on duty it shows a lack of interest in work and a lack of the know employees & the customers.
Local Knowledge
In the interest of customers, the staff should have a working knowledge of the city so that they may be able to advise the guests on the various forms of entertainment offered, the best means of transport to places of interest etc.
Personality
Staff must be tactful, courteous, good humored and of an even temperament. They must converse with the guest in a pleasing and well – spoken manner and have the ability to smile at the right time.
Staff should not be servile but anticipate the customer needs and wishes. A careful watch out on the customers should be kept at all times during the meal. Staff must see to it that guest have all they require and are completely satisfied. It is of
great importance to anticipate customer’s needs and satisfy them without the customer even be argued with.
Memory
An essential asset to F & B staff, this may help them in various ways in their work if they know the likes and dislikes of their customers, their seating preferences, their favorite drinks etc.
Conduct
The staff conduct should be impeccable at all times, especially in front of the customer .He rules and regulations of the establishment must always be followed and respect shown to senior members of the staff.
Sales ability
Staff reflects the image of the organization. They are sales people and must therefore have a complete knowledge of the food and beverage items sold in the establishment with their correct service procedure.
Sense of urgency
So that the establishment has the maximum amount of business over the service period with as high a net – profit as possible, the staff must develop a sense of urgency.
Customer satisfaction complaints
Staff should have a pleasant manner, showing courtesy and tact, an even temper and good hum our.
Staff should never arguer with a guest. If they cannot handle the situation, the matter should be immediately referred to a senior
member of the team.
Greeting and Receiving the Guest
All guests coming to the restaurant will be welcomed at the entrance or near the hostess desk by the Manager or the captain.
In the absence of the manager or the captain the restaurant staff will greet the guest and them escort them to the respective table.
If one staff members busy with another table or guest, any other staff member who is free at the moment will acknowledge and greet the guest.
Remember that the guest should not have to wait at the hostess desk for more than 10 seconds before the restaurant staff establishes eye – contact with him and acknowledges his presence.
In case of Ladies, aged people and children, assist them while seating by pulling out the chair.
After being greeted at the entrance by the restaurant manager or staff the guest will be escorted to the table of his/her preference by the restaurant manager or staff.
The person who greets the guest should escort his/her to the allotted table. While allotting a table to a guest keep the following in mind. Number of people in the group. Table preference of guest, if any. In case restaurant has smoking section check with the guest.
“Would you prefer to be seated in the smoking area or the non smoking area”?
In case of ladies, aged people and children, assist them while seating by pulling out the chair.
ORDER TAKING
After seating the guest at the table, go back to the side station and pick up the food & beverage menu cards.
Present both food and beverage menu card together, beverage card opened on top of the food card to the ladies first, they to the gents and host last “The menu, sir”
Offer the menu card holding it party open from the top center.
Give the guest sufficient time to go through the entire menu.
In case guest is not yet ready to place the food order, return to the station sideboard and wait for the guest indication. Usually guest signal that they are ready to order by.
Establishing eye – contact with the restaurant staff.
Raising a hand or finger.
Calling out e.g. Excuse me.
Give the guest sufficient time to go through the entire menu. In case the restaurant has a buffet laid out for that particular meal period, inform the guest about the same & invite him to take a look at the buffet, if he/she interested.
Write the order down directly on KOT pad...This save time in the entire sequence. Do not note the order on scribbling pads.
Draw a line clearly after each course to differentiate starter’s main course & desserts.
Be thorough with the menu so that u can suggest items as well as explain any particular items from the menu if required.
Be aware of the non – available item & the specials of the day.
Repeat the entire order back to the guests and specify a time – limit for the order.
Service of non alcoholic beverages.
OBSERVATION
1. In F & B service I have seen all hotel outlets.
2. I have seen KANGAN RESTAURANT (INDIAN CUISINE) & and its services.
3. KANGAN RESTAURANT is Indian restaurant it is open from 3 pm.
4. In KANGAN RESTAURANT I have seen set up of table & cover
5. Then I have seen DAILY TREATS & it’s open at 6am.
6 .In DAILY TREATS I learn its service & and table set up.
7. I have seen SEASONAL TASTE (multi- cuisine) & its services.
8. I have seen cakes & more & its services.
9. I have seen PREGO RESTAURANT (Italian-cuisine) & its services.
10. I have seen MIX@36 & it’s a restaurant and bar.
FRONT OFFICE
INTRODUCTION
The front office may be regarded as the show window of the hotel and hence must be well designed in the first place and maintained in a well organized and orderly manner. Regardless of how the hotel is organized the front office is always an essential “focal point “.Front office is the name
Given to all offices situated in the front of the house, that is, the lobby, such offices where the guest is received, provided information, his luggage is handled, his accounts are settled at departure, and his problems, complaints and suggestion are looked after. The front desk is the link between the guest and the co-ordination of all guest services. it serves as a main channel of both way communication i.e. from hotel to guest and guest to the hotel .hotel terminology includes terms such as ‘front – of – the –house ‘ and ‘ bake-of-the –house ‘ this ‘ front – of – the-house ‘ term includes those portion of the hotel with which the guest comes in direct contact during his period of occupation , such as building exterior, lobby front desk ,gust room , function rooms , etc . the ‘ back –of-the-house ‘ areas are those with which the guest generally do not come in contact such as the pay roll ,accounting department , food preparation centre , repairs and maintenance and laundry , etc . The front office is the main controlling centre of all guest services, and also co-ordinate as the back office functions with these services.
FRONT OFFICE LAYOUT
ENTRANCE FOR GUEST
DOOR MAN LUGGAGEENTRANCE
TRAVEL DESK
RESERVATION
SECTION RECEPTION COUNTER BILL
SECTION
LOBBY MANAGER
BELL DESK
COFFEE SHOP
FRONT OFFICE DEPARTMENT
ORGANISATION CHART
FRONT OFFICE MANAGER
G.R.E DUTY
MANAGER
RESERVATIONIST F.O.A
FRONT OFFICE
BOY BELL
TELEPHONE OPERATOR
LOBBY LAYOUT
RECEPTION BRHIND THE JHON STATUE
THE WESTIN – An Apartment Hotel has all the facilities associated with a five star deluxe hotel, such as a shopping arcade, swimming pool, health club, beauty saloon, business centers among others that allow it to cater to both the business and leisure of the traveler.
Recreation
Outdoor Roof Top Temperature controlled Pool
Jacuzzi
Steam
Fitness Center
Massage chair
Fuss Ball
Samsung TV with DVD Player
Carry and Keep your own bottle at the Leisure Lounge.
Business Amenities
Business Center
Meeting room and conference halls
High-speed WI-FI Internet Connectivity
Multiple points for electrical outlets and internet connectivity in the room
Phone feature: speakerphone
Phone feature: voice mail
Guest Services
Concierge desk
Laundromat for self use
Round the clock In Room Dining
Round the clock doctor on call
Travel assistance
Laundry services
WI-FI Internet in the lobby
Tennis can be arranged on request
In house L’Oreal salon
Fitness Station, Swimming Pool & Leisure Lounge
A well-equipped fitness center with the basic equipments & weights, supervised
by expert. Also has a massage chairs. Open from 6.30am to 8.00 pm, daily.
Roof top temperature controlled swimming pool & baby pool with instructor.
Open from 7.00 am to 7.00 pm
A beautifully set up Leisure Lounge with
Large screen TV
DVD Player
Fuss Ball Table &
Laundromat
APARTMENTS
General Apartment Amenities
Air conditioning
Bottled water
Electric Water Kettle
Iron & ironing board
Hair Dryers
Ooziness Drinking Water
Fully furnished kitchen
Digital Electronic Safes
Kitchen Amenities
Microwave oven
Pots, pans, serving dishes
Refrigerator
Silverware
Induction Cooking Range
Platform & chair for Meals
Toaster
Apartment Recreation
Cable/ satellite TV
Color TV
Executive apartments
The perfect choice for the short staying guests, an apartment at very competitive
rates. Is a room which has a graceful partition that separates the sleeping area &
the seating area? Every room has a TV that is placed on a rotating plank for
guest’s convenience. This apartment is absolutely ideal for the single traveler
coming in if it comprise of a living area with a separate bed area. Also attached
bathroom. This apartment is fully air conditioned with each apartment
thermostat for temperature control. The various facilities available apartment
are:
Digital electronic safes
Iron and ironing boards
Hair Dryers
colors TV with satellite connection
IDD with voice mail facility
Internet via broadband connection
mini –bar
Suite- Rooms
A Suite- Rooms is an apartment. Which has kitchen facilities attached to it? Logically speaking it is an Executive Apartment that has an added kitchenette. The kitchen is fully furnished. This is one large room with a separate bed area, distinct separate bathroom and a fully furnished kitchenette attached.
The kitchenette consists of a 165 ltr, refrigerator, a microwave, an in a toaster, an
electric kettle as well as all the required cutlery and cursor the long stay guest
who would prefer to make his meals by him so
This apartment is fully air conditioned with each apartment having a for
temperature control. The various facilities available in the executes are
digital electronic safes
iron and ironing boards
hair dryer
color TV with satellite connections
IDD with voice mail facility
Internet via broadband connection & Wi-Fi connation.
Reservation
The reservation section is very important section of front office as this section deals with the important of booking rooms for the free individual traveler guest as well as group.
Reception or reservation:
The reception department is one of the most important of the front office as this of the sections remains indirect contact with guest right from the time their arrival till their time of departure.
Cash:
The cash section maintains the various accounts of the guests during their stay at the hotel. It also insures that the various account of the guest accurate and complete regularly by process of night.
Bell desk:
Bell desk staff with who the guest are in contact the moment entire lobby of the hotel.
The bell boy helps the guest in transporting their luggage to their respective rooms.
Telephone Exchange:
This department performs the important job of directing the various incoming as well as outgoing telephone calls of the hotel. They also compile the bill of the
guest incurring various STDs and ISDs call charge and provide wake>up calls to the guest.
Information:
The information section plays an important role in providing valuable information to guests regarding the hotel, city and the country at large.
Attributes of the front office personnel:
All guests will be received in a warm and sincere manner exemplifying in the finest in hotel.
Establish eye contact with the guest immediately. Use the guest’s surname. Speak in easily audible tones. Avoid the use of slang. Wear your name badge at all times. Maintain good posture. Write down any complaints the guest may have while he is speaking to you. Place items given directly in his hand. Never lay items on the desk. Remember the importance of poise. Be a gracious host or hostess at all
times. Handel all the transactions accurately. Accuracy is inherent to courtesy.
Duty and responsibilities of front office personnel:
All guest rooms are to contain a notification to the guest that all problem or complaints are to be directed to the guest relations Executive for immediate follow up.
Any employee who receives a complaint request from a guest is to notify the guest relations Executive immediately.
Guest relations Executives will contact the appropriate person/department to fulfill the request or rectify the complaint immediately.
As soon as the problem is resolved, the person that resolved the problem will notify the GRE {if unable to remedy the situation, involve the manager or duty immediately}.
The GRE will then make a follow up “Courtesy Call” to the guest to ensure that the matter was resolved to the guest’s satisfaction.
VIP’s Handling Procedures:
VIP’s will be offered the very finest services and accommodations that the hotel has to offer.
All reservations and special provisions for VIP’s will be made and processed via the hotel ‘VIP Service Requisition ‘Form.
VIP status may be given only with the approval of GM/FOM. All VIP’s will receive at minimum our standard VIP services identified on the
VIP service Requisition. AVIP’s list must be published daily using the standard VIP list
Guest Comment Procedure:
Guest must be given opportunities to tell us about their experience in hotel.
A comment card will be placed in each guest room. A comment card will be handed to each guest at check out. Guest should be
encouraged to give us opinions of their stay & comments of how we may serve them better.
The second effort programmed will be in operation in hotel. GUEST SERVICE DESK HOSPITALITY will be available in the lobby. Random guest surveys may be conducted periodically to focus employee
attention to this important tool.
ROOM AND RATES ASSIGNMENT:
Room and rates will be assigned in a manner, which maximize room revenue and guest satisfaction.
The receptionist will have a thorough knowledge of the type of rooms available for sale.
Every attempt should be made to sell the hotels best accommodations at rack rate by making aware of the features.
The receptionist will be familiar with “suggestive selling” procedures in order to maximize revenue.
Guest should never be placed in an on- changed. A guest should select a higher priced accommodation as a result of the
receptionist sales effort, the guest should be reassured that this decision was a good one & he will be very happy with the accommodations.
Note should be made of the guest departure date this time so as to sell “blocked” rooms. When you discover the problem, case the guest’s mind by telling him how the confusion came about. Check the following.
When you can’t find a reservation, for the following:
Transposed first & last name? Tomorrows or yesterday reservations: or right day but wrong month. Was he pre – registered by friend? Check the reservations diary & correspondence file. Were any changes made on original reservation? Was the hotel contacted?
Booking reservation:
All front office and reservations personnel will alt facilities, packages, specials and corporate programmer to effectively sell accommodations and properly record reservations.
Reservations will be accepted by front office or reservations staff 24 hrs per day. All personnel are to be comfortable using suggestive selling techniques.
The information must be neat, accurate and complete. Dates requested must be available. A complete reservation includes: First name, middle initial, last name Complete address Telephone number Arrival date Arrival time Departure date Number of persons Room type requested Rate range Group or convention Special or corporate rate requested Travel agent name and address Date taken
Reservations initials
GROUP BOOKING:
The front offices will co – ordinate the booking of group rooms with the hotel sales.
Group room blocks will be recorded on charts to maintain room inventory. Accurate and complete group information will provided by the hotel sales
to the front office on the monthly group booking chart. Group booking confirmation & all group correspondence will be kept on file
by arrival date. Provision will be made to ensure that all details of the booking agreement
are carried out as arranged. Preconvention and all group correspondence will be kept on file by arrival date.
The reservation manager will review rooms blocks vs. pick – ups daily within the reservation system to maintain room’s inventory.
Business lost due to all space being held by groups should be reported to the hotel Sales immediately.
All Reservations and front office personne4 will be providing complete information regarding booking.
SUGGESTIVE SELLING:
The Font office Manager will train all Front Office and Reservations personnel to use suggestive selling techniques to maximize guest satisfaction and room profile
Inter departmental Service:
The front desk will be aware of all hotel services available for guests.
The front desk will develop a list of all possible services and items that guests may request.
The Inter-Departmental services list will be reviewed with all new-hires; emphasizing which can best handle the request.
It is responsibility of each department to keep a track and recover all items that are “loaned out” for guest use.
Checklist for Group booking;
1. Type of group – Wedding, corporate, conference, leisure
2. Dates for which rooms are required
3. Check in & check out date & time
4. Availability of the room for the dates stated
5. Availability of banquet hall as per guest requirement
6. Type of package
7. Banquet requirement including breakfast venue
8. Actual room requirement
9. Transportation requirement – Airport etc.
10.Special instruction including ATG & welcome drink
11.Billing Instruction
12.Contract for the booking
13.Acceptance of the contract letter by the party
14.Advance payment or is the company on the hotel credit list
15.Copy of all correspondence for reservation including advance
16.Retention policy, all contract detail to be furnished along with correspondence
17.Rooming list
18.Welcome letter with billing details & meal arrangement.
TELEPHONES
The telephone operator handles both in-house & outside calls & transfers them
wherever needed. She is completely in-charged & responsible. Her shift timing is
from 10.00am to 7.00 pm. In her absence she forwards the calls to the reception
& the receptionists on duty look after the calls.
Instruments Used
1. EPBX (electronic private branch of exchange)
2. Computer
3. Printer
4. Xerox machine
5. Fax machine
Registers maintained:
1. STD/ISD call register
2. Wake up call register
Concierge (Bell desk)
Functions
1. Postage2. Message3. Check –in (carry luggage)4. Check –out (carry luggage)5. Provide newspaper6. Provide stretcher, wheel chair if required7. Assisting guests
8. Purchasing items required by the guests from outside
Note; Newspaper is complimentary; If guest requires some medicines from
outside then they charged.
Registers & Formats used in concierge
1. Log book
2. Lobby attendants register
3. Baggage tag
4. Baggage claim tag
1. Lobby attendants register
Prior to the check in of the guest the ‘Bell Boy’ makes a note of all the
guests who are supposed to arrive on a particular date from the expected
arrival sheet. When the guest check in date, time, description of his
luggage, his name is written in this register.
2. Baggage tag
These tags are put on guest’s luggage at the time of check in & check out
with his Room no on it to avoid the misplace of guest luggage. It helps in luggage
identification.
3. Baggage claim tag
When guest leaves hotel & keep baggage with bell desk. This check is used.
One copy of i.e. lower part is given to guest. With this copy guest claims for
his baggage & collects it.
Documents & formats used in front office department
1. Confirmation letter
2. Reservation slip
3. VPO (Visitor Paid out)
4. Cash receipt
5. Allowance Voucher
6. Amenity Voucher
7. C-from
8. Tariff cards
9. Registration card
10.Message slip
11.Room charge slip
12.Discrepancy reports
13.Occupancy Reports
Equipment maintained at front office
1. Fax machine
2. Electronic key making machine
3. Credit card swiping machine
4. Xerox machine
5. Computer
6. Foreign Exchange Electronic Display Board
7. Printing machine
RESERVATION
Reservation’s is solely looked after a reservationist under the assistance of G.R.E.
& the Front Office Manager.
Reservation Procedure
1. When the guest wants to accommodate himself he gives a call to the hotel
for the Reservation to be made.
2. The reservationist asked the guest needed information like his name of
arrival, date of Departure, flight name & time, mode of payment, number of pax
etc.
3. If the room is available then the room is booked according to the
requirement of the guest.
4. The Confirmation letter is faxed or mailed to him:
1. She fills all this information on a document called reservation slip & then
also feeds all these information in the computer system.
2. The reservation gives all the reservation for the day to the reception who
prepares the registration cards in advance.
3. Registration for the guest is made only after checking the hotel room
availability.
4. A call is also given to the guest a day prior to the check-in date to check if
any amendment’s in the reservation.
EVENING SHIFT CHECK LIST
Area checks. Take complete handover from morning shift. Mention follow- up points on hotline sheet. Follow up with H.K to make the arrival rooms. Courtesy call for THE WESTIN guest before happy hour. All guest to escort to the lounge for happy hour. Room checks. Print regards for next day arrival. Batch close.(Check with reception or night manager at what time & how to
do.) 100%escorting and roaming. Log need to leave behind for the next morning shift.
HOW TO PRINT REGCARD
Go to Front Desk --- Arrival ---- put next day date. Regard --- click on second line --- (0183)_ registration card) and print. For crew member e.g. Saudi we don’t print regards. Guest who are SPG Member, Update star point on the regards (star point
can be check by going to guest profile --- option --- Lookup --- ok & check the SPG balance).
Star point can also check from profile note.
NOTE: Consult with senior if any confusion --- senior butler, Senior Reception, Senior GR and Duty manager. All complaint need to Inform to the above senior without fail…
DEPATRURE CHECK LIST CARD
DEPARTURE CHECK LIST DATE :
ROOM NO. TIME IRD HK RECEPTION BELL DESK
ERRAND CARD
Date: _______ Associate name:__________ Shift:___________ MOD:___________
Sr no. Room no. Guest name Type of errand
Time in Time out Remark
HOT LINE SHEET DATE:
ROOM NO GUEST NAME TYPE OF CONCERN
GVN TO TIME FEEDBACK
HOUSE KEEPING
INTRODUCTION
House keeping is the most important department in a hotel, as people want to stay in a clean hotel. It is the biggest physical area in many hotels. Housekeeping is responsible for maintenance of a clean, pleasant and orderly environment
The housekeeping department is the nerve center of the hotel. It is responsible for cleanliness , maintenance and aesthetic up keep of the hotel .It takes a well organized approach and technical understanding to enable housekeeping to cope with the volume of work . housekeeping standards have a direct bearing on forming an everlasting impression and impact in the mind of the guest . A clean hotel is the foremost requirement of every visitor putting up the hotel .
standard cleanliness is the basic responsibility of the housekeeping department repeat clientele and generation of maximum revenue depends upon the efficient and smooth running of the housekeeping operation . To have such efficiency, there should be a proper network, so that maximum service can be provided to the guest and for this, each one should put in one’s best efforts.
HOUSE KEEPING ORAGNISATION CHART
EXECUTIVE HOUSEKEEPER
FLOOR SUPERVISORS
LINEN SUPERVISOR
FLORIST ASSISTANT HOUSE KEEPER (PUBLIC AREAS)
FLOOR SUPERVISOR
LINEN ATTENDANTS
ASSISTANT FLORIST
PUBLIC AREAS SUPERVISOR
ROOM ATTENDANTS
SEAMSTRESS (GENTS TAILOR)
PUBLIC AREAS HOUSE MEN
HOUSE MEN
HOUSE KEEPING LAYOUT
ROOM TYPE
SR.NO. APART
MENT
ELITE ROYAL
01 PRESIDENCIAL SUITE APARTMENT
00 01
02 SUITE ROOM APARTMENT
08 02
03 KING SIZE BEDROOM APARTMENT
12 04
04 TWIN BEDROOM APARTMENT
04 02
CONTROL DESK
EXECUITIVE HOUSE KEEPER CABIN
ASSISTANT EXECUITIVE HOUSEKEEPER CABIN
STORE ROOM
LOST & FOUND ROOM
ENTRANCE
INTERCONNECTING ROOMS
FLOOR ROOM NUMBERS
Fourth floor 436-437 & 438-439
Fifth Floor 526-527 & 522-523
Sixth Floor 634-635 & 636-637
Seventh Floor 705-706 & 707-708
Eighth Floor 822-823 & 836-837
Ninth Floor 926-927 & 934-935
Tenth Floor 1026-1027 & 1028-1029
Eleventh Floor nil
STAFFING
One floor supervisor, one public area supervisor, one line room
supervisor, mini-bar supervisor & one desk attendant reports in the
morning.
18 Room boys & 12 public area boys come in the morning shift.
Executive House Keeper comes for the general shift.
The desk attendant
supervisor or any other supervisor is supposed to take note of
the expected arrivals, expected departure, V.I.P. arrivals for the hotel promotions,
group check-ins / check-outs, guest comments & feedback, special in-house guest,
special requests if any, complaints, & any relevant inter office correspondence &
mentions the same on the white board displayed.
HOUSEKEEPING STANDERD OPERATION PROCIDURES
During the course of the day, the occupancy report is made early morning
TASK STANDARD OPERATION PROCEDURE
Desk attendant supervisor make the attendance of
the staff after referring to the House Keeping Staff
Register, which is filled by the staff themselves while
reporting on duty.
Desk Attendant supervisor checks the appearance of
the room boys & trainees (hair/clean & black
polished shoes)
Allocation
of duties
& relevant
keys.
Key along with the floor book & the occupancy
Supervisor hands over the floor & pantry report to
the concerned staff as per the monthly duty rooster
made by the Executive Housekeeper
Staff can be shuffled from one floor to another there is any absenteeism.
The room boys carry the necessary linen from the linen room and go to the respective floor.
STANDARD OPERATION PROCEDURE
Once the housemen are on the floor.
To start the day with:
Pantry to be cleaned
Floor trolleys to be stacked with the required room supplies
Washbasin in the pantry to be scrubbed and disinfected.
Linen to be counted and stacked
Garbage bag should be put
The occupancy is checked and the status Is given to the desk attendant.
The laundry is checked and bought down at 10am when they come down for tea.
The floor, first start making the on departure rooms as they are supposed to be ready before the morning check-inn.
Then service the “Vacant Rooms” if any.
Then the “make my rooms” and finally the occupied rooms.
Vacant room service
While serving the vacant rooms:
The main door always has to be open
Then the heavy curtain to be opened neatly
The bed throw and the cushions are placed on the bed.
The bat mat is removed, folded and placed neatly in its place.
The room is swept
Dusting is carried out
And finally the room is mopped.
The AC is set, fans are switched on, necessary lights are put on and the TV is switched on.
The room is checked and given “vacant clean” to the desk attendant.
Departure room service
Knock thrice and announce yourself before entering the room.
Keep the door open
Maids trolley to be kept near the main door.
Open the heavy curtains and all the windows.
Switch of all fans, lights, AC etc.
Check the room thoroughly to see if the guest has
left anything behind, and if so, hand it over to the
floor supervisor.
Strip the bed and bathroom soiled
Linen bag provided in the trolley.
All the waste paper / garbage to collect in the room
dustbin & then put in the garbage bag provided in
the trolley
Make the bed tightly & neatly, put the bed throw.
Clean the windows & balcony if required. Lock it.
Dust the room furniture thoroughly, & set it.
Check the stationary & other supplies in the room.
Replenish them if anything is missing.
Disinfect the phones.
Clean the wires.
All maintenance problems to be given to the control
desk.
All tea, coffee, creamers, sugar, equal sachets, water
in bottles to be replenished.
Coffeemaker to be cleaned.
Now start scrubbing the bathroom; first scrub the
washbasin, then wash all the glasses & keep them.
Scrub the bathtub & clean the shower curtain.
All tiles are to be cleaned.
W.C. to be scrubbed & disinfected.
Wiped all mirrors.
Mop the floor & replenish the guest amenities..
Kitchen to be cleaned.
Wardrobe to be cleaned, all drawers to be cleaned &
laundry bags to be replenished.
Hanger rod & hangers to be dusted.
Main door to be wiped with a damp duster.
Mopping is done.
The AC is set, fans are switched on, necessary lights
are put on the TV is switched on.
The room is checked & given “vacant clean” to the
desk attendant.
The room has to be cleaned before cleaning the bathroom
because if the guest happens to walk in, he has the room
ready to sit in.
Occupied room service
Before entering the room, ring the doorbell thrice.
Enter the room announcing “Housekeeping”
Occupied room cleaning has to be done the same
way as departure room; only utmost care has to be
taken regarding guest belongings.
All guests belonging are not touched at all.
Soaps & toiletries to be replenished without fail. If
the existing soap looks all right, place a new soap in
the acrylic tray placed in every room for guest
amenities.
While servicing the occupied room, if any valuable
item is found lying open, informs the control
desk/floor supervisor & they will inform the duty
manager; & check personally once the room is
serviced.
Occupied room should not be opened for any
outside or staff who is not concerned with the room.
Maintenance, if any, to be done in the presence of
the floor supervisor or room boys.
If while servicing the room, another guest also request for
service, then politely the guest that room boy will be in his
room in some time & offer apologies.
Follow up on the same till his room is serviced.
Do not
Disturb
sing (This
can either
be the
card hung
or the
electronic
signage
on the
doorbell
plate)
This signage is to be respected & to be restricted
from any disturbance throughout the day.
At 15.30hrs. Floor houseman to inform the
supervisor & supervisor is to call the guest & ask if
he/she would like the room to be serviced.
If yes then the houseman services the room.
If no, then the message is to be kept by the morning
duty supervisor, & forwarded to the late duty
supervisor, to be followed up.
If it so happens that there is no reply from the room
when called, the supervisor has to confirm with the
front desk if the room is not a departure room.
Then the supervisor & Duty Manager, together go
the concerned room, ring the doorbell thrice, then
open the room door slightly & see if there is any
luggage inside. (It can also be possible that the
guest is not well & requires assistance). To be
considered a departure room & is to be serviced.
The same procedure is to be followed by the late
shift also, & the guest is to be called at 20.30hrs.
If the room is D.N.D. all day, then the Duty Manager
is to call the guest & request him to get it serviced.
As same is for hygienic purposes.
TURN DOWN / EVENING SERVICE
Ring the bell and announce housekeeping”
The turndown service starts at 18.00hrs. Wait 10 sec, if no reply repeats. If still no reply open the door slowly & announce youself as specified by the
unit. Enter the room. In case the guest in the room, greet the guest with the smile. If the guest permits, proceed with the task. If the guest refuses service say ‘Thank you sir/madam good night. Draw the curtains the curtains neatly across. Prepare the bed for the night. Remove empty bottles, soiled glass & trays, inform room service for
clearance. Inform f & b service if any replenishment of amenities has to be done. Replace soiled towels in the bathroom, spread bathmat on floor & rinse the
sink and wipe it dry. Empty the clean waste paper basket and ashtray. Switch and clean waste paper basket and ashtray. Check for any maintenance job & follow up. Bottles are refilled if needed. Ice should be place in the ice bucket. Room is checked & locked thereafter. Bed lamps are switched on. If the guest room is on DND, the room attendant will place the MISS U
CARD under the door.
ROOM ATTENDANT TROLLEY
The room attendant trolley must have the following things in it and be placed in the trolley as per the convenience and the trolley design.
STATIONARY
Letter Heads Envelopes Sheets Stick on pad Westin pen DND Card One moment card Laundry List We miss u card Shoe Shine card Children card Green program card Telephone card 60 sec. card Restore the body Golf card Service directory Farewell card Breakfast card Bath robe card El safe card Revitalize tag SPG tag
GUEST ROOM & BATH LINEN
Pillow slips (King size pillow cover, Standard size pillow cover, Queen Size pillow cover)
Bed Sheets (King size & double size bed size sheet)
Duvet covers {King Size & double bed duvet cover}
Soft Pillow cover
Bed Skirt
Bath linen 1. Bath towel 2. Bath mat 3. Hand towel 4. Face towel 5. Bath robes 6. Bath sheet
Laundry & dry cleaning list
Room Amenities Guest rooms Amenities
Premium television channel(s) Hypo-allergenic bedding available Balcony Separate sitting area Soundproofed rooms Climate control Complimentary newspaper Air conditioning Access via exterior corridors Direct-dial phone Multi-line phone Voice mail Complimentary bottled water Mini bar Coffee/tea maker Daily housekeeping Turndown service
Trouser press Electronic/magnetic keys Clock radio Desk Iron/ironing board Rollaway beds Cribs (infant beds) available Washer/dryer Blackout drapes/curtains Ergonomic chair Cordless phone Speakerphone In-room safe (accommodates laptop) Satellite television service High-definition television
Wireless high-speed Internet access (surcharge) Wired high-speed Internet access (surcharge) ESPN First-run movies Free movie channels HBO Individually furnished Individually decorated Pillow top mattress Signature bedding LCD television City view River view
Bathroom Amenities
Private bathroom Bathrobes Complimentary toiletries Hair dryer Bathroom phone Handheld showerhead Makeup/shaving mirror In-room massage available Slippers Bathroom scale Separate bathtub and shower Welcome amenities Soap Shampoo Body Wash Body lotion Mouth wash Conditioner Comb Dental kit
Shaving kit Sewing kit Shower cap Bath salt Tissue Box Weight scale
Guest room facility checking by floor supervisor
All the furniture, fixture, equipments, provided to the guest by the hotel
have to be of optimum quality & in working order. This has to be checked by floor
housemen while making the room & by the floor supervisor while checking the
room. This way one never misses checking anything
Lost & Found procedure
Lost & Found is given to the desk attendant. The item /items is /are
properly stored & the room number is written on it. This is then kept in the
Executive housekeeper’s cabin in a cupboard maintained for lost & found items.
The reception is informed. The reception calls the guest & informs them
about the same. Further action is carried according to the guest’ instruction.
MINI BAR
Objective – Effective & quick system of refilling room upon
consumption/check-outs & controlled replenishments.
Location – 2nd floor No. of mini bars – 277 Staff strength – 03
MINI BAR SETUP
1. Kenly packaged drinking water ( 1 lt. ) 052. Cola (300ml) 023. Lemon (Sprite-300ml) 024. Orange (Fanta-300ml) 025. Pint Beer (Foster-330ml) 02 6. Salted Wafers (40g-basket) 017. Roasted Almond (30g) 018. Kitchen chocolate 019. Snickers chocolate 0210. Creamers 0411.Absolute vodka(90ml ) 0212.Black dog Whisky (90ml ) 02
The supervisor in charge of mini bar looks after this section in the
housekeeping department with the assistance of another room boy. The
consumption is checked in the morning & note. This is charged daily to the guest
through the reception. Then depending on the consumption the mini bar is
refilled.
A mini consumption register is maintained which contains the consumption of
every room day wise along with the bill numbers. The closing stock of the mini bar
is also mentioned daily.
INCARNIATIONING DEPARTMENT
THE WESTIN has a tie-up with the floweriest who delivers the order twice a day
that is mid-morning for afternoon operation hours & in the evening for the
evening functions. The various department heads place the order. Two copies of
the order are made, the first one goes to the supplies & the second goes to the
accounts department for payment. The payment is made once in fifteen days.
A register is maintained which mentions the date, the time, the type of
arrangement, the signature of the person who receives the arrangement in the
house keeping department & the other end.
TYPES OF FLOWER ARRANGEMENT
TRIANGULAR SHAPE: The front – facing triangle shape is kept on the centre
table or at a side table. The left and right facing triangle shapes are kept at
corner table or at one corner in a room.
FAN SHAPE: It is semi – circular in shape and made in the form of a Japanese hand fan. It is made flat container.
Plants Being Used in the Corridors
All the guest corridors except the first floor corridor have money plant creepers
planted. Big pebbles are placed over the mud to avoid the floor from getting
soiled. These plants are watered very carefully so that the excess water does not
spill out messing the place. Occasionally the plants are removed, mud is checked
(to avoid breeding of insects) & the entire area is cleaned.
Floor Landing area & Pantry
All floor pantries & landing areas (Housekeeping section), apart from the linen
& room supplies, also have the following items;
dustbin
Linen chute
Fire extinguisher
Cleaning agent
Cleaning Equipment
Vacuum cleaner
Mopping trolley
Mechanical Brush for porch cleaning
Cleaning Agents
1. R3 Bathroom cleaner
2. R6 W.C.
3. R4 Room Freshener
4. R2 All Purpose
5. R5 Wooden Surface
6. R6 All Purposes
7. Helios Bathroom Fixtures
8. Spotter Carpet spotting
9. Lemon zee Hard stain
10. Behold Wooden Furniture
UNIFORM ROOM
The hotel has a separate uniform room for the staff, situated at the basement
level. Each staff is issued with three pairs of uniforms. Each staff has a number
which is monogrammed on the uniform for easier identification. Manager’s
supervisors have their names written
Change of Uniforms
Once the uniforms have been issued to the employees, the entry is
made in the fresh uniform register. Depending on how heavily the uniforms are
soiled they are sent for washing & the same is entered in the soiled uniform
register. Kitchen uniforms & stewarding uniforms are to be replaced daily.
At Uniform Room Supervisor & a room boy who is especially assigned this job
manage the uniform room
The operating hours of the uniform room are; 6am to 1am.
Laundry
THE WESTIN does not have its own in-house Laundry. Linen, uniforms & guests laundry are given on contract basis outside the premises. There are separate contractors for guest’s laundry & linen & a separate contractor for staff uniforms. The laundry taken is written own and a returnable gate pass is made. On bringing the laundry this pass is show & the items are counted. The discrepancy is taken note of. Guest laundry is given in a laundry bag with the particular room number written on it. They are received in a similar way too. Thereafter the room boys return the laundry to the guests; after they are charged, while servicing the : In seasons hotel have off premises laundry which is given on contract basis the laundering of both guest and hotel linen is done on contract by an external laundry . All the linen is collected in the linen room from where it is dispersed to the laundry for washing the guest and hotel linen is done on contract by an external laundry . All the linen is collected in the linen room from where it is dispersed to the laundry for washing room.
NAME & SIZES OF HOUSEKEEPING ITEM
SOILED LINEN
SR NO
NAME OF ITEMS SIZE RATES
1 SINGLE BED SHEET 72” *108” 190
2 DOUBLE BED SHEET 100”*108” 286
3 SINGLE DUVET 77”**97” 710
4 SINGLE DUVET COVER 80”*100” 480
5 DOUBLE DUVET 97”*97’ 980
6 DOBLE DUVET COVER 100”*100” 525
7SINGLE MATERESS PROTECTOR
40’*79” 315
8DOUBLE MATERESS PROTECTOR
67”*79” 510
9 PILLOW COVER 20”*30’ 46
10 BATH TOWEL 30”*60” 125
11 HAND TOWEL 16”*27’ 33
12 FACE TOWEL 12”*12” 11
13 BATH MAT 20”*30” 64
Room attendant must collect the soled linen from the room Attendants trolley.
Sort all the soiled linen and separate badly soiled linen. Count the soiled and enter in linen control book. Take it to the linen room/H>L. control & get it exchanged.
LINEN ISSUE
Fresh linen is issued to F & B outlets in exchange of soiled linen received from them on linen exchange slips I register.
Room linen is issued to floors against soiled linen only on linen exchange slip/ register.
Sort out the linen category and send it to the laundry. Collect fresh linen from Laundry and check it for mending, repairing, and
stains and for discards. Discards should be stamped Discarded’ and entered in Discarded Register. Enter Fresh linen in racks at designated places.
DUSTING
Use feather brush to reach higher areas for dusting. Use vacuum cleaner with dusting brush attachment to remove dust &
cobwebs from the ceiling and beading. For upholstery dusting use hand upholstery brush or vacuum cleaner with
upholstery nozzle. Ensure that the dusting is always done using a damp cloth. Check surface of
the area with fore finger, no dust should come.
CARPET CLEANING
Two types of cleaning schedules should be followed for carpet cleaning.
Daily cleaning. Periodic cleaning.
1) Use vacuum cleaner with carpet & floor nozzle attachment and clean under all furniture.
2) Move vacuum cleaner from one end to other. 3) Do at least two strokes, one forward & one backward for each area.4) Use appropriate nozzle for cleaning corners etc.
PERIODIC CLEANING To remove loose dusts vacuum the carpet thoroughly. Remove stains. Make shampoo solution by mixing shampooing chemical in water in
desired ratio depending on the condition of the carpet. Brush up carpet pile while still damp. Leave to dry completely. When dry vacuum clean the carpet again.
CHECKING PUBLIC AREA
The supervisor must take the round of all the public areas to check cleanliness, maintenance and hygiene as per the laid down standards.
Ensure all public areas and food and beverage outlets are cleared prior to opening.
Check all public area toilets for cleanliness. Check that all furniture is cleaned and is at proper place. Check the temp. it required gets the AC/ control heating on. Ensure all public areas remain pest free.
TELEPHONE HANDLING
A prompt response on the telephone is a measure of good service. It is important that the following points to be kept in mind.
A dedicated telephone should be kept for guest calls. Every guest calls should be answered before the fourth ring. Listen carefully and write down any important messages. A pen should be available and the guest call register should be open in
front of the receiver.
NON SMOKING ROOM
Every floor has 7 non smoking rooms except the 14 floors and rooms 1601 – 1618 as it are Eva Floors especially designed for single lady traveler.
Front Office will ensure that such rooms are not allotted to smokers. All non smoking rooms will not have any ashtrays placed in the
room/bathroom. All rooms will have a non smoking lent card placed on the writing table.
SICK GUESTS
Front Office informs housekeeping about any sick guest check – in if any. In case of an in – house guest found sick the floor supervisor will inform the
executive/ deputy Housekeeper regarding this. Housekeeping desk has to call up the guest after an interval of few hours to
offer him assistance if required. On check – out the room is aired, all linen, mattresses, mattress protectors,
pillows etc are sent to the laundry for a wash & clean process.
OBSERVATION
1. In house keeping all operations of sections, e g- laundry, control desk.etc
2. Cleaning agents used in hotel.
3. Bed making
4. Linen room activities.
5. Control desk activities.
6. Cleaning equipment used in hotel.
7. Cleaning procedure in rooms.
8. Flower arrangement.
9. Report maintain by housekeeping.
FOOD PRODUCTION
Hierarchy of Kitchen
GRAND MASTER CHEF
EXECUTIVE CHEF
SOUS CHEF
JR SOUS CHEF
SECTIONAL KITCHEN EXECUTIVE
CHEF D’ PARTIE FOR DIFFERENT KITCHEN SECTIONS
COMMIS
APPERENTICE
KITCHEN TRAINESS
INTRODUCTION
Room sales & food sales of the hotel’s revenue are earned by the service outlets, the food – production department’s hand is more important as it determines the sales volume. So it is often said “Food is The Life of the Hotel”
The main kitchen is planned in such a way to have an easy accessibility to all the service outlets & important areas. The kitchen is divided into section with skilled employees working in it. The stewarding area is attached to the main kitchen.
The kitchen for the staff is separate & is not related to the main kitchen. The raw material is picked up from the main store.
Hotels are justly proud of their reputation for fine cuisine and elegant dining. Food production is an integral part of the service of the hotel. When the guest arrives at the hotel he not only expects a comfortable and relax stay, but he also expects good food of the highest possible standards. Especially In today times with growing competition it very essential that the hotel tries to provides as many food outlets to the guest serving various kinds of quality cuisines.
Food production is the conversion of food from the raw to the palatable state. It is no longer a profession concealed in mystery like the secrets of ancients. The great wealth of knowledge and the most of the secrets are available easily today with its formula. There are principle, procedures and techniques in the food production as they are in other filed.
As the simple as sounds .It refers to any service rendered to gratify basic human needs of hunger and joy of eating and drinking for physiological satisfaction. Cookery is define as a chemical process, the mixing of ingredients, the application and with drawl of it decision making, technical knowledge and manipulating skill. In the more advance stages further element occurs – that the creativity. Cookery is considered to be both and art and a technology.
JOB DESCRIPTION
KITCHEN EXECUTIVE
Responsible to : Executive Chef
Responsible for : Kitchen Section
Duties and Responsibilities
He is responsible for overall smooth &efficient functioning of the whole section.
Ensure that prescribed recipes and standards are followed. Responsible for quality control, improving standards and innovation. Coordination with all the other departments and sections of the kitchen. Attend the morning meeting and perform administrative duties for the
section. Prepares duty roaster. Authorizes all the formats like requisition, Transfers etc. He is also authorizing for the granting leave to personal and in his own
sections.
SOUS CHEF
Responsible to : Kitchen Executive Responsible for : Chef Working Under Him
DUTIES AND RESPONSIBILITIES
The Sous Chef is responsible for his particular Department which may very i.e. for example Pastry gardemanger .
He issues duty register for his department and handover duties and responsibilities for the staff working under him.
He sanctions overtime and leave for the personal in his department. The Sous Chef is answerable to the Executive chef and he has to keep the
functioning of his particular department up to date.
CHEF DE PARTE
Responsible to : Kitchen Executive Responsible for : Chefs Working Under Him
DUTIES AND RESPONSIBILITIES
Ensures that the food items are picked up timely and check portions. Control. Takes over the duties of Master Crafts Man in his absence.
COMMIES
Responsible to : Chef d’ parties Responsible for : Chefs working Under Him
DUTIES AND RESPONSIBILITIES
Maintain overall cleanliness.
Prepares the food dishes. Ensures proper storage of raw material. Ensures store pickup is proper.
THE KITCHEN SUBDIVISIONS
In the hotel, they use the decentralized system of kitchen functioning though in some places centralized system is used.
The main section the food production departments THE WESTIN Hotel are:
MAIN KITCHEN
This section of kitchen is divided into three subsections.
Soup section
Hot Range (Continental)
Indian
GARDEMANGER
This section deals with the cold meat and food the department. It serves to all the outlets of the hotel such as butler’s pantry, room service, coffee shop, Ian Rochelle, other section of the kitchen, etc.
BAKERY
This is the section of the kitchen working continuously and producing high quality cakes, Pastries, desserts, bread rolls, etc.
BUTCHERY
Butchery in hotel terminology is also called meat fabrications as it is involved in changing the form of meat, poultry, and fish etc form unclean large chunks to clean and appropriate sizes as required for various purposes.
SPECIALTY KITCHEN
These are the kitchen solely working for the restaurant they are attached. These kitchen are producing only the typed of cuisines by the restaurant. The kitchen work on break shift basis except for the North West frontier cuisine kitchen as it involves a great deal of cooking over a long period of time.
VEG PREP
This section Deals with the cutting, peeling sanitizing of vegetables and providing it to different kitchen departments.
BANQUET KITCHEN
Specially meant for banquet functions.
KITCHEN
The kitchen at seasons is located behind the multi cuisine restaurant Flavors at the ground level. All the main kitchen of various cuisines is located together beside each other. On the ground level the Continental kitchen & the Chinese kitchen along with Tan door the bakery & the pantry section are located. The dish wash area is also located here. Above this is the Indian Kitchen which also has a butchery section
The entire item required by different are picked up from the respective kitchens.
Storage & indenting
The entire vegetable store is placed in the Indian kitchen. The chef de party of every kitchen prepares the indent & sends it to the Executive chef before 10am. Three copies are made the 1st copy goes to the supplier, the 2nd copy is sent to the store & 3rd copy is goes to the account department. 11am daily the vegetable & fruits are arrive at the hotel. They are checked & weight by the store in charge on the basis of the indent received. Once this is done it is sent to the Indent Kitchen. There the vegetable & fruit are store FIFO basis. Leafy vegetable & others, which require lower temperature, are stored in the refrigerator. & depending on the different kitchen requirement they are taken.
Dry store is picked up by the main kitchen from the stores.
The following timing is maintained:
10.00am to 10.30am Greek Kitchen
3.00pm to 3.30pm Indian Kitchen & Tan door
3.30pm to 4.00pm Continental Kitchen
4.00pm to 4.30pm Chinese Kitchen
STAFFING AT VARIOUS KITCHENS
Executive chef (general shift)
Indian Kitchen
01 C.D.P. (morning shift) 02 commies (morning shift) 02 commies (afternoon shift) 01 commies (night shift) 01 butcher (general shift) 01 staff cook (morning shift) 01 staff cook (general shift)
Continental Kitchen
01 C.P.D. (general shift) 02 commies (morning shift) 02 commies (afternoon shift) 01 commies (night shift)
BAKERY & CONFECTIONARY
Another important section in the kitchen is bakery & confectionary. The Bakery section makes all the bakery products like breads. Bread & steak, sponge etc .The confectionery makes the fine product like pastries & dessert like soufflé, mousse etc.
BUTCHERY
The entire item required by this department is brought everyday depending on the indent placed by various chefs. Meat & fish being very expensive perishable commodities all hygienic standards have to be maintained while preserving them. There are separate chopping boards for cutting fish, chicken & mutton. Pork & beef comes pre-cut from the market it is only weighed in the receiving & then put in the deep freezer. Rest of the meat & fish is properly cut, cut packed in polythene bags, weighed & stored in the deep freezer whose temperature is maintained at -6c to 8c.
Equipment used:-
1. Meat Slicer: This machine is used to cut only mutton in different shapes & sizes. For
E.g. booties, boneless, cubes, tikka.
2. Mincing Machine: This is used to mince mutton, chicken, pork, & beef
3. Butcher’s Knife: Used to chop meat manually as required.
4. Knife: Used to de-bone the meat.
5. Weighing Scale: Used to weigh various farm products.
PANTRY
This section in the kitchen prepares all the salads required for the buffet. Along with this all the sandwiches, French fries & other snacks item required at the different in house restaurant are also prepared here.
Our Industry training was for 4 ½ months in hotel Seasons dated from 18 th Dec to 28th April according to our training schedule. I firstly worked in Food & Beverage Service then Food & Beverage Production.
Food & Beverage Service
In Food & Beverage Service Mr. J K PILLAI is the manager
Service of tea & coffee Service of beer Frilling Setting the buffet counter Service of soup Food & Beverage Service
Food & Beverage Service
In Food & Beverage Service Mr. SACHIN WAGHMARE is the Executive Chef
Finely chopping onions Cutting fish finger Skinning chicken & cutting various parts Preparing kanda masala. Preparing mayonnaise.
Food Hygiene, Health and Safety
Introduction
This module makes an important contribution to the supervisory aspects of food hygiene and safety. Supervisors with food safety and health and safety responsibilities need to ensure that all staff operate in a safe, hygienic and efficient manner. The overall aims of this module are to ensure students are familiar with key aspects of current legislation, good practice and health, safety and food safety issues.
Food hygiene is a broad term used to describe the preservation and preparation of foods in a manner that ensures the food is safe for human consumption. This process of kitchen safety includes proper storage of food items prior to use, maintaining a clean environment when preparing the food, and making sure that all serving dishes are clean and free of bacteria that could lead to some type of contamination.
The food storage aspect of food hygiene is focused on maintaining the quality of the food, so that it will be fresh when used in different recipes. With dry goods, proper food hygiene calls for placing items such as sugar or flour in airtight containers that are clean and dry. The containers are then placed into a pantry or reside on a kitchen counter where they are relatively safe from humidity and extreme temperatures.
In like manner, meats must be stored properly as part of proper food hygiene. Many people choose to use containers especially designed for use in a freezer in order to preserve raw meats for later use. Freezing helps to slow the process of decay, thus minimizing the chances for food poisoning when the meat is used at a later date.
Food sanitation also extends to keeping the preparation area clean and relatively germ-free. Mixing bowls, spoons, paring knives and any other tools used in the kitchen should be washed thoroughly before use. Kitchen countertops and cutting boards should also be cleaned and sterilized from time to time. Keeping a sanitary workplace will also cut down on the chances of some type of food borne illness from developing when people consume the prepared food.
Food Hygiene
Food Hygiene Certificate
Food Hygiene Training
Food Hygiene Regulations
Food Handlers
Food Hygiene Standards
Food Preparation Hygiene
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Food Preservation
Food Sanitation
Food Containers
Food Handling
Preventing cross contamination is also an important aspect of food hygiene. Cross contamination can occur when cooking and preparation utensils are used with more than one type of food at a time. For example, if the knife used to debone a raw chicken breast is also used to chop lettuce for a salad, there is a good chance that contamination will occur and possibly lead to food poisoning. Many cooks choose to run a sink full of hot soapy water as part of the preparation process, dropping each utensil into the water after use. This not only facilitates the cleanup after preparation, but also prevents the use of that same utensil with other food items that are being prepared.
One aspect of food hygiene that many people do not address is cleaning serving dishes before taking the food to the table. Far too often, the dishes are removed from the cupboard and not washed before use. While the dishes are likely to be relatively clean, a quick rinse with hot water and a small amount of dish washing liquid will prevent stray bacteria from transferring from the dish to the food.
OBSERVATION
1. First I have seen bakery kitchen.
2. Bakery items .which items prepare in Bakery.
3. Which items go for buffet?
4. Then I have seen pantry. & its activities.
5. In pantry I have seen salad, juices
6. How to cut fruits &vegetable.
7. How to make garnish for salads.
8. I have seen Butchery kitchen & its work.
9. Which items go for all functions?
10.I have seen Vegetable & Fruits washing kitchen.
11.In this kitchen I have seen how to wash vegetable & fruits.
CONCLUSION
THE WESTIN is among the abode in the financial capital of the country. While training at THE WESTIN it has been an honor being trained there the staff was so supportive to pave me a successful training and took out my hesitant attitude out of me and learning ability enhanced for people their they are an honor in themselves.
When first began my industrial training but went by ever so quickly and have left me craving for much more. I would have to say that ills an absolutely fabulous part of the curriculum and perhaps will remain the most memorable one.
Needless to say that this experience was highly enriching and educating one as I went on from one department to another and meet & got the opportunity to train under several highly respected senior professional learned that every individual is different &that everyone has something unique to offer . I learnt that every job has its nuances and its value and that no lob is scarier to the other I learn that on needs to constantly improved &improvise. I learnt that is just the beginning of long road ahead full of challenges.
But I know that will be able to run along because I have my foundation firmly built in. It is here that I got the opportunity to continuously introspect and improve use budding professional & as a human being. I will always look back at the time spent here with fondness and with pride.
I cannot but thank all the people who helped in several different ways thus I will go a long way facilitating the commencement of wonderful journey.
REFERENCES
MR. ANKUR VERMA ( HR MANAGER & TRANIING MANAGER, THE WESTIN)
MISS. ROHINI ( ASSIT.HR MANAGER )
MISS. RESHMA ( F & B FACULTY )