INDUSTRIAL TRAINING REPORT

ON

HYATT REGENCY LUCKNOW

COMPILED BY :-
INDEX

 ACKNOWLEDGEMENT
 HOTEL OVERVIEW
 FRONT OFFICE
 HOUSE KEEPING
 FOOD & BEVERAGE SERVICE
 FOOD PRODUCTION
 CONCLUSION
 ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to Training Manager & all
Heads of Departments along with staff members of HYATT REGENCY
LUCKNOW I wish to place on records that the training was imparted in a
highly congenial atmosphere true to the reputation of HYATT REGENCY
LUCKNOW has been of immense value to me and it will be my endeavor to
put into practice all that I have learnt to sharpen my skills and develop my skills
and develop my personality.

It is because of their ardent and consistent efforts I was able to imbibe so

much which was not possible in such short time. The training has helped me to
inculcate the right kind of skills, knowledge & attitude to make a career as a
successful hotelier.
INTRODUCTION

Hyatt Regency Lucknow is a luxury 5-star hotel in Uttar Pradesh. Located in

the Lucknow’s central business district, 20 minutes’ drive from Chaudhary
Charan Singh International airport and within 4 mins from the High Court,
corporates and shopping hubs. Explore the historical streets of this fascinating
North Indian city and enjoy the effortless comfort and convenience of Hyatt
Regency Lucknow. Hyatt Regency Lucknow is located in the upcoming IT
district of Vibhuti Khand in Lucknow. It offers an outdoor pool, a luxurious spa
and a 24-hour fitness center. Hyatt Regency offers 4 dining options. The air-
conditioned rooms feature a flat-screen satellite TV, mini-bar and an electric
kettle. The private bathroom comes with a shower, bathtub and free toiletries.
Hyatt Regency Lucknow provides a 24-hour front desk and a well-equipped
meeting/banqueting facility. Bara Imambara, Chota Imambara and Rumi
Darwaza are within 7.6 mi. Chaudhary Charan Singh International Airport is 16
mi. Dining options include Rocca, the all-day dining restaurant that serves
Indian and Italian while LukJin, open only for dinner serves Thai and Chinese
delicacies. Located at lobby level, Market serves refreshing beverages and light
snacks. UP's is a stylish lounge bar. Gomti Nagar is a great choice for travelers
interested in culture, food and shopping. This property also has one of the top-
rated locations in Lucknow! Guests are happier about it compared to other
properties in the area. This property is also rated for the best value in Lucknow!
Guests are getting more for their money when compared to other properties in
this city.
Area Attractions

In Lucknow, the ‘City of Nawabs’, there’s always something exciting to do,

whether it is marveling at stunning Mughal architecture, strolling through
ancient streets or shopping for traditional wear. Places of historical interest such
as Roomi Darwaza, Chota Imambara, Bara Imambara and British Residency are
all just a short drive away from our hotel. Discover secret lanes brimming with
handicrafts and Chikankari Indian wear or savour the flavours of Lucknow’s
famous chaats at Hazratganj Market.

Art + Culture
Bara Imambara

7.5 MI / 12.01 KM AWAY

Bara Imambara is an imambara complex in Lucknow. Built by Asaf-ud-Daula,

Nawab of Awadh, in 1784. It is also called Asafi Imambara.

DIRECTIONS FROM OUR HOTEL

British Residency

6.4 MI / 10.32 KM AWAY

British Residency is regarded as a national monument and is one of the major

sites of the Revolt of 1857 and the historic battle known as the Seige of
Lucknow.

DIRECTIONS FROM OUR HOTEL

Chota Imambara

8.1 MI / 13.03 KM AWAY

Chota Imambara is an imposing monument in the city. Built by Muhammad Ali

Shah, the third Nawab of Awadh in 1838, it was to serve as his own mausoleum
and his mother, who is buried beside him.

DIRECTIONS FROM OUR HOTEL

Chattar Manzil
6.0 MI / 9.65 KM AWAY

Chattar Manzil was the residence to the Nawabs of Awadh and their successors.
The palace was constructed in the 1780’s and became one of the major
strongholds of the revolutionaries during the 1857 uprising.

DIRECTIONS FROM OUR HOTEL

Parks + Recreation

Ambedkar Memorial Park

2.9 MI / 4.61 KM AWAY

Ambedkar Memorial Park is a public park and memorial in Gomti Nagar,

Lucknow.

DIRECTIONS FROM OUR HOTEL

Begam Hazrat Mahal Park

6.0 MI / 9.67 KM AWAY

The Park was built in 1962 in the memory of the Begum of Awadh, Hazrat
Mahal who revolted against the British in the 1857 uprising. The park is a major
attraction during the major Hindu festivals like Holi and Dussehra.

DIRECTIONS FROM OUR HOTEL

Janeshwar Mishra Park

3.3 MI / 5.31 KM AWAY

The Park was built in memory of the late politician Janeshwar Mishra. It has
been designed as a multi-functional environmental and recreational green to
help restore the sensitive habitat of numerous species of birds, small animals,
fishes and amphibians, and serve as an entertainment and recreation centre for
the city.

DIRECTIONS FROM OUR HOTEL

Lucknow Zoological Garden

4.3 MI / 6.87 KM AWAY

Lucknow Zoological Garden is home to the Royal Bengal Tiger, White Bengal
Tiger, Asiatic Lion, Himalayan Black Bear, Indian rhinoceros, and other species
of mammals, birds and reptiles.

DIRECTIONS FROM OUR HOTEL

Shopping
Alambagh Market

9.1 MI / 14.61 KM AWAY

From gold jewellery to regular bric-a-brac, you can shop for almost anything
and everything here.

DIRECTIONS FROM OUR HOTEL

Aminabad

6.7 MI / 10.74 KM AWAY

Known for its many havelis, Aminabad, offers garment shops, jewelry shops
and paan shops.

DIRECTIONS FROM OUR HOTEL

Chowk

8.7 MI / 13.98 KM AWAY

Chowk is a popular market in central Lucknow, located about 3 kilometres from

Bara Imambara. It is known for its small shops selling chikan garments, ittar,
ornaments and antiques.

DIRECTIONS FROM OUR HOTEL

Hazratganj

5.4 MI / 8.65 KM AWAY

The traditional Indian bazaars of Hazratganj contain several shops that sell
jewellery, handicrafts, handlooms, electronics and automobiles, and restaurants,
movie theaters and a library.

DIRECTIONS FROM OUR HOTEL

Food + Drink

Dastarkhwan

5.4 MI / 8.64 KM AWAY

Dastarkhwan offers spectacular galawati kebabs, handi biryani, bhuna gosht,

chicken lagan, ulte taw eke parathe, kheer and shahi tukra.

DIRECTIONS FROM OUR HOTEL

Pack 'N' Chew

3.0 MI / 4.82 KM AWAY

Pack ‘N’ Chew in Vijay Khand will surprise you with its extensive North
Indian, continental and Chinese menu, and beautiful outdoor seating areas.

DIRECTIONS FROM OUR HOTEL

Royal Café

2.7 MI / 4.41 KM AWAY

Nestled in the heart of Hazratganj, Royal Café is best known for its multi-
cuisine offerings.

DIRECTIONS FROM OUR HOTEL

The Kalika Hut

2.4 MI / 3.91 KM AWAY

Open since 1962, a family restaurant serving clay potted Indian regional Indian
dishes.

DIRECTIONS FROM OUR HOTEL

Hotel Activities
Spa
Begin your journey to relaxation at Siddh Spa. The Siddha system is an ancient
tradition that helps you attain physical, spiritual and mental well-being. Here,
traditional medicine, yoga and meditation come together to form a holistic
system that rejuvenates the body, mind and soul. Deriving its name from this
ancient practice, Siddh Spa is inspired by the oldest traditional medicine system
known to mankind. By blending products created under the guidance of Siddha
practitioners, along with personalised preparations of Thavara, extracts of roots,
herbs and flowers, precious metals and mineral salts, the Siddh Spa experience
sets your path to complete wellness.

Fitness Centre

Maintain a fitness routine while away from home at Hyatt Regency Lucknows
gym. Open 24 hours a day, the gym offers state-of-the-art cardio and strength-
training equipment along with the services of a personal trainer. End your
fitness routine by relaxing in the beautiful outdoor pool or rejuvenating steam
room. The outdoor pool also features a children’s pool.
 Special Events
Our elegant event spaces are large enough to host corporate conferences or
wedding receptions and intimate enough to host board meetings and private
dinners. Our events staff will help you design a personalised gathering or
celebration at our charming hotel in Gomti Nagar.

Total Sleeping Rooms

206
Largest Space
4200 sq ft
Spaces
We offer a range of versatile spaces, from an elegant Regency Ballroom and
smaller meeting rooms to a Coffee Bar for guests to convene and connect
during breaks.
Weddi ngs

Wedding venues in Lucknow’s Hyatt Regency follow every detail, big or

small—from superb Lucknowi cuisine, brilliant floral arrangements, and
fabulous live entertainment to the occasional gentle reminder to stop and savour
the moment.

Meet i ngs
Our hotel offers 07 individual breakout rooms as well as large pillar-less
ballroom that opens into the lush green lawns and can accommodate more than
750 people. This versatility allows us to accommodate a range of business
meetings or gatherings.

Located in the upcoming IT hub of Vibhuti Khand, Hyatt Regency Lucknow is

the perfect venue for a conference, annual meeting or an intimate board
meeting. Spanning more than 18,798 sq ft (1746.39 sq m), the meeting facilities
are spread over seven meeting rooms including a Regency Ballroom.
Experience the benefits of hosting your meeting at Hyatt Regency Lucknow:
• Over 18,798 sq ft (1746.39 sq m) of meeting and event space
• The Regency Ballroom is spread over 4,200 sq ft (390 sq m) with a separate
entrance, pre-function area and outdoor lawn
• A dedicated event planner
• Wi-Fi throughout each venue
• Advanced audio visual equipment and creative lighting options
• 24-hour business services including a private office space
• Gourmet catering services and special menus

Catering

Impeccable meetings, events and weddings at Hyatt Regency Lucknow are

elevated by world-class cuisine. Design your catering menu with the help of our
chefs whose limitless array of unique and diverse food & beverage offerings
ensure that you and your guests have a truly memorable experience.
INTRODUCTION

The housekeeping department is an important organization, which looks after the welfare of
the guest. A tidy well kept room and clean, aesthetically appealing surroundings affect the
guest greatly. The image of the hotel and its name is greatly heightened if the guest is pleased
and is satisfied that he’s got his moneys worth in terms of service and treatment.

Housekeeping as the name suggests refers to keeping of the house and

includes all those factors that lead to the comfort, cleanliness and service of
the people occupying that particular house. The main objective of the
department is to improve and maintain the sale appeal of rooms by making the
guest feel happy and relaxed. The personal effort the housekeeping
department makes in giving a guest a desirable room has a direct bearing on
the guests’ experience in a hotel.

The housekeeping department looks after the cleanliness and well being of the
entire hotel. Public areas are very important as they reflect the image of the
hotel on a potential guest or a repeated customer. It coordinates with different
departments of the hotel to function effectively and efficiently.
 Rooms

Hyatt Regency Lucknow features 206 spacious hotel rooms including 19 suites, stylishly
decorated with wood tones and subtle local accents. Located near High Court all rooms offer
a panoramic view of the cityscape or pool. The Regency Club rooms and suites offer access
to the Regency Club that serves complimentary breakfast, and hors d'oeuvres and cocktails.
Other Regency Club benefits include private check-in and checkout, and airport transfers.
Our suites offer spacious living areas and luxurious bathrooms in Lucknow.

Regency Executive Suite

Indulge in luxury within the 98 square metre Regency Executive Suite, with
contemporary interiors, separate sleeping and living areas, and a city or pool
view. This is a premium suite. See World of Hyatt program terms for upgrade
eligibility.

Amenities

 Regency Club Lounge and privileges

 Hyatt Grand Bed
 Complimentary Wi-Fi access
 43” LED TV
 Work zone with HDMI connectivity
 Spacious bathroom with bathtub and rain shower
 In-room safe
 Individual climate control
 Tea and coffee making facilities
 Mini-bar
 Iron and ironing board

Regency Suite

Indulge in luxury within the 65 square metre Regency Suite, with contemporary
interiors, a separate sitting area, and a city or pool view. This is a standard suite.
See World of Hyatt program terms for upgrade eligibility.

Amenities

 Regency Club Lounge and privileges

 Hyatt Grand Bed
 Complimentary Wi-Fi access
 43” LED TV
 Work zone with HDMI connectivity
 Spacious bathroom with bathtub and rain shower
 In-room safe
 Individual climate control
 Tea and coffee making facilities
 Mini-bar
 Iron and ironing board
 Rollaway upon request
PUBLIC AREAS
It is said ‘that the first impression is the last impression’ and it is not more apt
than in a hotel. The lobby is the first glimpse that a guest gets of the hotel.

Not only the lobby but also all areas in front of the guest are the responsibility
of the housekeeping department like the floors, restaurants, cloakrooms,
swimming pool and all other areas of guest contact. The aesthetic upkeep,
cleaning and maintenance of these areas are the duties of the housekeeping
staff. Thus they must look their best at all times.

The cleaning of the public area is generally carried out in the night, as it will
cause least amount of disturbance to the guest due to the noisy and heavy
equipment used.

LINEN ROOM AND UNIFORM ROOM

The linen room is situated alongside the laundry and the housekeeping desk.
This area is responsible for storage, inventory and control of linen used in the
hotel. The uniform room is a part of the linen room and it supplies uniforms to
all the employees of the hotel. There are two linen room supervisors. The
linen room functions from 0600hrs to 2100hrs and the uniform room from
0700hrs to 1800hrs.

LAUNDRY

Laundry is situated next to the linen room and has a connecting window. The
Laundry provides clean linen to the linen room in exchange for dirty linen. It
has a separate section for guest clothes and a separate section for employee
uniforms and hotel linen.

FLOWER ROOM

This area deals with all flower arrangements used in the hotel and
maintenance of the hotel gardens. Flowers add a touch of warmth and
welcome and hence are used in all areas of guest contact.

LOST AND FOUND

Any article left behind by a guest is deposited at housekeeping desk, which is

then entered in the lost and found register. This entry is made with details
such as date, description, name of guest, room #, finders name, clock no., etc.

KEY CONTROL

The housekeeping department has the maximum number of keys and to

ensure the security of the property and safety of the guests it is necessary to
have strict control over the keys.
 RESPONSIBILITIES OF HOUSEKEEPING
DEPARTMENT
The main responsibility of this department is the smooth running of the hotel
by maintaining and servicing guest rooms, corridors, elevators, other service
and public areas along with linen, furnishings, carpets, etc. Its other functions
are: -

 Staff training
 Organization and coordination of company’s policies.
 Guest laundry and dry-cleaning
 In house laundry
 Horticulture
 Linen room – functioning
 Staff uniforms
 Lost and found
 Maintaining inventories and other records
 Purchase of cleaning equipment and other agents
 Carpets
 Renewal of upholstery, furnishing linen
 Budgeting
 Recruitment of new staff
 Dealing with guest queries and complaints
JOB DESCRIPTIONS

CLEANING PROCEDURES

PUBLIC AREA CLEANING:

Public areas include:

1. Lobby
2. Restaurants
3. Guest cloak rooms
4. Shopping arcade
5. Corridors and Elevators

LOBBY

 The lobby area is under constant vigilance because due to the heavy
traffic it is full of footsteps, cigarette stubs and other such articles, and
also the appearance of the lobby has an important impact on the entire
population entering the hotel.

 Carpets and mats put at the entrance helps in improving the face of the
hotel but proper care has to be taken by the houseman in seeing that the
entrance is mopped throughout the day and the carpets are covered and
protected. Even these may have to be changed and cleaned frequently
during wet weather.
 During the night the jobs to be carried out are vacuuming, shampooing
carpets, emptying and wiping out ashtray and wastebaskets, removing
marks along the walls or windowpanes etc.

RESTAURANTS AND BARS

Restaurants these days help in a big way in building the reputation of the
hotel. They are kept immaculately clean, as they are places where left over
food particles if any may lead to infestation by insects or rodents.

The standard work procedure followed in restaurants and bars is:

 Changing of linen
 Dusting
 Vacuuming of carpets
 Cleaning of chandeliers
 Brassoing of brass articles
 Flowers are changed daily
 The carpets are shampooed and the curtains changed on a regular basis.
CLEANING PROCEDURES:

PROCEDURE FOR CLEANING A VACANT ROOM

A vacant room is one, which was prepared the previous day, but it has not
been given out or used by the guest. Such a room does not require thorough
cleaning but a few simple steps such as those listed below need to be followed:

 Open out the curtains

 Turn off the bedside light
 Remove the breakfast doorknob order card and replace it in the
 Writing table drawer

 Convert the night bed to a day bed, changing the linen as well
 Change the drinking water
 Dust the furniture and the surroundings
 Clean the bathroom following the proper procedure
 Check the room for any malfunctioning electrical fittings or fixture. If any,
inform the concerned department
 If the room has been vacant for several days then the following steps
must be followed along with the fore mentioned steps to ensure the
readiness of the room:
 Wash the bathroom floor
 Vacuum the carpets
 Thoroughly clean the balcony

PROCEDURE OF CLEANING A DEPARTURE ROOM

 After opening the room ventilate it by drawing the curtains and opening
the windows
 Remove the room service trolleys and trays, if any, and call room service
to pick them up
 Remove all the soiled linen and place it in the linen bag, which is provided
for in the chambermaid trolley
 Remake the bed using the proper procedure
 Thoroughly dust the room using a damp cloth to dust the furniture
 Clean the bathroom
 Check for missing guest supplies and replace
 Close all the windows and adjust the air-conditioning to standard
temperature
 Check if all the electrical fittings and equipment is working. In case of a
fault, it should be entered on the section list and reported to the floor
supervisor. Any item missing should also be reported
 Clean the ashtrays and the waste bins
 Vacuum the carpet and the upholstery
 Close the door and double-check that it is locked. Then, enter it on the
section list

HOUSEKEEPING CONTROL DESK

This is the nerve center of the housekeeping department and its efficiency
determines the smooth operation and the effectiveness of the housekeeping
department. It is the focal point of dissemination of information and
communication to various points in the housekeeping department as well as
other departments. The desk is manned round the clock.

FUNCTIONS
1. Control Desk is the nerve center of the housekeeping department and is
responsible for various jobs. It is handled by a Control Desk Supervisor
2. The desk receives calls for maintenance requests as well as guest
complaints
3. Using the Occupancy Sheet prepared by the Room Attendant, the
Control Desk Supervisor prepares a Housekeepers Report which is sent
to the Front Office and Accounts Department
4. The Control Desk Supervisor determines the departure rooms from the
computer and informs the Floor Supervisor who then informs the Room
Attendants on each floor so as to clean the rooms thoroughly
 5. The message light on all the floors is controlled by the Control Desk
Supervisor
6. Distribution and receipt of all floor and public areas keys is done from
here
7. Communicating and co-coordinating with other departments
8. Changing the room status on the computer system
A separate register is maintained at the desk for recording guest complaints.
The assistant housekeeper gives her floor occupancy report twice a day. One
copy is also sent to the front office for the purpose of cross-checking and
ensuring occupancy report. EQUIPMENT AT THE DESK

1) Computer Terminal
2) Telephone
3) Paging Device
4) Beep System

RECORDS MAINTAINED:

1) Occupancy Reports
2) Maintenance Register
3) Lost And Found Register
4) Attendance Book
5) Guest Complaints Register
6) Key Register
LOST AND FOUND DEPARTMENT
The housekeeping department also has a separate section for handling lost and
found articles. Any article left behind by the guest in any area of the hotel
should be deposited in this section. The article is deposited in the lost and
found register with details such as date, description, finder’s name, clock
number, location, name of guest, received by, date of disposal, finder’s
signature and signature of the supervisor. Any item that is not claimed within
the period of six months is then either given away to the finder or to charity.

LINEN ROOM

The linen room is an integral part of the housekeeping department. It is situated alongside the
laundry and the housekeeping desk. The area is responsible for the storage, inventory and control
of linen used in the hotel. There are 2 linen room supervisors All the clean linen received is
counted and stocked here. The count is noted down in the register separately. The linen is issued
against the slip book/par stock of housekeeping in which the amount is mentioned. The same
amount of clean linen is then issued against it.

The linen for the guestrooms and restaurants is stacked on the shelves. This is done very
systematically and the linen for each department or each outlet is kept separately. The principle of
exchange here is ‘clean for dirty’.

UNIFORM ROOM

The uniform room is part of the linen room, which caters to the uniforms of all the employees of
the hotel. At the time of joining an employee is given a slip against which the uniform room issues
the uniform or takes the measurements for the uniform to be made. The uniforms are hung in the
room according to the various departments and then according to size. The uniforms are tagged
with either the name of the employee or by size.

ORGANISATION CHART

Director Horticulture


Executive Housekeeper

Flower Room Executive

Head Gardeners

Gardeners

Casual Labourers

LAUNDRY

All the functions of washing and cleaning and ironing or pressing of the hotel linen and uniform as
well as the revenue producing function of laundering the guest linen is done by the on premises
laundry is well equipped with various machines for the purpose of washing, dry cleaning, pressing
and ironing.

ORGANISATION CHART

LAUNDRY MANAGER

DESK ATTENDANT

SUPERVISORS

OPERATIORS
 CLEANING EQUIPMENT

The main responsibility of the housekeeping department is to keep ‘house’ i.e. to clean the hotel.
This includes the guestrooms, lobby, restaurants, pool area, lawns and gardens. Department uses a
wide variety of equipment for the cleaning process

BRUSHES: these can be of various types and shapes, depending on the work they are needed for.
There are hard, medium and soft brushes; long handled feather brushes for cleaning the ceiling;
scrubbing brushes for stone floors; carpet brushes (hard/soft) with handle; furniture brush for
upholstery toothbrush for cleaning certain parts of the water closet and wash basin; nylon brush for
cleaning and spotting of upholstery; wall panelling.

CLOTH: soft flannel cloth for polishing; soft line free cloth for wiping glass surfaces: and coarser
duster for general dusting.

MOPS: there are large and small mops, both with handles; the large ones are used for cleaning
larger areas like the lobby. A mop will last longer if it is cleaned after use, dried and stored.

BROOMS: corner brooms (6” length) and whisk brooms (8-9”length). These are hardly ever used
in our hotel.

MACHINES USED IN HOUSEKEEPING FOR CLEANING

VACUUM CLEANER for carpets and furnishings; this is used by the room attendants to vacuum
the carpets in the guestrooms. The machine is popularly known as Hoover because of the company
that manufacturers it. It should be cleaned and emptied out regularly.

Vacuum cleaner industrial type  with dry and wet pick up. Used for heavy work.

 Scrubbing machine for floor washing.

 Floor polishing machine
 Shampooing machines for shampooing of all public area carpets
INTRODCUTION

Along with the quality of food prepared by the kitchen, the quality of service
by which that very food is served, is all is equal. The above quality also gives a
certain type of class to any food service outlet, and also adds to the ambience.

A guest who comes to the food outlet expects good service and these means
he excepts courtesy promptness and the attitude of the service staff that
would make him feel as if at home and comfortable. Thus it is now imperative
that the service department also plays a very important role in providing a
certain quality of food being served as well to the outlet It is often said, that
the stewards act as a salesman of the hotel and it is very true.
 Dining

Hyatt Regency Lucknow has several restaurant options for a meeting with
friends or a special celebratory dinner with family in Lucknow. Enjoy a
selection of Chinese and Thai cuisine including aromatic curries and wok
noodles at LukJin. Experience an elegant dining experience with traditional and
home-style Italian and Indian flavours at Rocca.

LukJin

Discover a vibrant restaurant that celebrates the flavours and fragrances of

Thailand and China. A palette of muted, earthy tones juxtaposes with traditional
Chinese touches that lend a sense of place. Traditional recipes, subtle flavours
and modern cooking complement the contemporary ambience of LukJin. The
menu includes a selection of Chinese and Thai soups, wok noodles and rices,
spicy curries, small plates, traditional drinks, cocktails and desserts.
Hours
7:30 pm till 11:30 pm

Dress Code
Smart Casual

Rocca

Rocca, our all-day dining restaurant, serves home-style Italian and Indian
cuisine in a vibrant and stylish ambience. Our show kitchens allow you to watch
as our chefs churn up time-honoured classic recipes. Offering private dining
rooms as well, Rocca is the perfect venue for family celebrations, energising
business lunches or an intimate gathering of friends. Daily buffet breakfast,
lunch and dinner is served at Rocca.

Hours
Breakfast 06:30 am to 10:30 am
Lunch 12:30 pm to 3:30 pm
Dinner 7:30 pm to 11:30 pm

Dress Code
Casual
UP’s

The relaxed UP’s is an inviting space decorated with royal Mughal music
instruments and paintings of historical monuments in Lucknow. The versatile
environment of UP’s allows you to use the space for pre-dinner drinks with
colleagues, connecting with friends or celebrating a special occasion. UP’s
opens in the afternoon, and serves a wide range of premium beverages and
creative cocktails complemented by relaxed lounge music. This stylish lounge
bar is the entertainment venue of the hotel, catering to discerning guests in the
city.

Hours
11:00 am till 01:00 am

Market

Located in the lobby, the Market is the perfect place for casual business
meetings, catching up with friends or planning events for a special occasion.
Enjoy a selection of exquisite coffee and tea blends, sandwiches, light meals,
delicious freshly baked breads, savories, cakes and pastries.

Hours
24 hours
 ROOM SERVICE DOOR KNOB BREAKFAST MENU CARD :-

This card contains the Breakfast menu, the time at which the order is required
and the room number, which has to be filled in by the guest. The guest may
tick the item he wants to order for breakfast. The card is then again hung with
the door knob outside the room. The night shift staff of the Room Service
collects all these cards from outside the rooms and the order is thus sent to
the guest room at the stated time in the morning. Fresh doorknob menu cards
are placed in the rooms by the Housekeeping department.

Room Service
 BASIC TRAY SET-UP FOR TEA/COFFEE ORDERS:
 Teacup
 Saucer
 Tea Spoon
 Sugar Bowl
 Tea Strainer with slop basin
 Milk Pot
 Tea Pot and a pot of hot water with a ‘HOT WATER’ tag.
For Coffee, no hot water is placed separately.

 While setting up a tray, the first thing that is checked on the KOT is the
number of guests according to which the cutlery and crockery is placed.
If the number of guests is more than 4, then a Room Service trolley is
set-up instead of a tray.
  Open Orders: These are orders for food items, which do not appear on
the menu i.e. those, which are not, listed in the Micros e.g. curd and
rice. Such orders are priced by the Room Service Manager at his
discretion

Wake up orders: Many a times, guests call up the Front Office to request for a
wake up call in the morning. They generally order for tea or coffee to be sent
at the stated time. The Front Office forwards such orders to Room Service.
Such orders are referred to as “wake up orders”.

CO-ORDINATING DEPARTMENTS

KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads, galantines and pates
buffets of banquets.

Pantry- To pick up sandwiches, fruit platters, fresh juices, individual salad

portions.

Hot ranges & Grills- Hot food items such as steaks, chops, etc.

Bakery & Confectionery- to pick up breads, pastries, cookies and ice creams.

Still Room- To pick up hot beverages, e.g. Tea & coffee.

KITCHEN STEWARDING
This department primarily controls the storage, issue and maintenance of
service equipment in the restaurants and kitchens. The sanitation and hygiene
of the kitchen and its overall maintenance come under this department. It is
also responsible for the employee’s cafeteria.

BARS
The service bar located in the main kitchen dispenses wines, spirits, juices,
aerated water and tobacco. The beverage stores are located behind the chef’s
office in the main kitchen.

STORES

The source from where the steward can pick up supplies of proprietary sauces,
stationary, etc. for the restaurant.

Assistant Steward (Bus Boy)

Required to pick up meals from the kitchen & bring them to the restaurant and
clear soiled dishes. Does mis-en-place required for the station such as wiping
glasses, cutlery, silverware, etc.

Trancheur
His is the meat carver in a French Restaurant and is often a chef from the
kitchen.

Sommelier

He is the Wine butler in a French restaurant.

HOUSEKEEPING

This department is responsible for the cleanliness, maintenance and the

aesthetic beauty of the hotel. It is also the source for uniforms, linen and
flowers.

ACCOUNTS DEPARTMENT
a) Restaurant Cashier
Receives all cash and credit payments made for food and

beverage sales in the restaurant and bar. If the guest

signs the bill, the steward may verify his name and

room number by asking the restaurant cashier to check on

his computer terminal.

b) Front office cashier

This is the central point where all the checks signed by

hotel residents are collected and entered in the total

bill.
ENGINEERING
This department is responsible for the maintenance of all mechanical and
electrical equipment in the restaurant. Also for controlling the air-conditioning
or heating.

FRONT OFFICE

The front office maintains a record of all guests staying in the house. This
department also co-ordinates all group movements & meal plans.
INTRODUCTION

Hotel is justly proud of their reputation for fine cuisine and elegant dining.
Food production is an integral part of the services of the hotel. When the guest
arrives at the hotel he not only expects a comfortable and relaxed stay , but he
also expects good food of the highest possible standards Especially in today's
times with growing competition it is very essential that the hotel tries to
provides as many food outlets to the guest serving various kinds of quality
cuisine.

Nowadays the restaurants not only provide services to the in-house guests but
also to the local guests and the recognized patrons.

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 the
ancients. The great wealth of food knowledge and most of the secrets are
available easily today with its formula. There are principles, procedures and
techniques in food production just as there are in other fields.

Food production is a respect to the connoisseurs of food who have been

passing techniques and styles of cooking from generation to generation. It is
due to this fact that food production has developed to the advanced form it
portrays today. Even for achieving the goals of profit, emphasis is not only on
quality of food and techniques of preparation but also on hygiene ' 'nutrition.,
satisfaction, and economy to a customer, at there are six restaurants and room
service available for providing service to the guests. For the functioning of
these outlets there are a series of kitchen provided. Although these entire
kitchens were not covered during our training period the following were
provided to us for the same.

INDIAN KITCHEN

Chef Mukhtas heads this kitchen he is of C.D.P grade. The kitchen prepares all
kind of Indian preparation and it caters to the coffee shop buffet and banquet
buffet hence it also referred as banquet kitchen. It takes cares of all kind of
kababs and Tandoori items.

Chinese Kitchen

This kitchen mainly caters to the hotels Chinese Restaurant called as Shanghai
Club. This kitchen is headed by a Chinese master chef chef li-peng. It also
caters to the coffee – shop buffet for all kinds of Chinese preparation in the
buffet. We have difference kitchen for the North Indian Restaurant called as
w.g. kabab and kussi and is headed by three in sous chef chef hriskikesh chef-
rana, chef Nikhil.

There is a separate kitchen for the coffee-shop which is attached to it in the

first level. It caters to The IRD C In Room Dining and to the coffee shop ala-
caste menus. This kitchen is headed by Jr. Sous chef “chef Niladri.
Garde Manager

This is also known as continental cold kitchen. In this kitchen all kinds of salads,
fruits, cold meat platter also prepared. It this kitchen all kinds of salads, fruit
platter, cold-meal platter are prepared. It corers to Banquets, coffee shop.
Buffet and to lounges. The Garde Manager onl ctrocts the fuice of various fruits
such as sweet line, orange, watermelon, pine-apple, etc. rest juices such as
mango, grapes, etc. are canned.

This department is headed by “Chef-Ali” who is of C.D.P. grade

Bakery & Confectionary

Jr. Sous chef “Miss. Shefali Sharma” heads this department all the deserts,
cakes, bread preparatis in this kitchen caters to coffee shop buffet, banquets
and lounges.

Continental Kitchen

This kitchen is headed by chef Kadom who is of C.D.P grade. Its prepares all the
non-vig. Roast hems are sent from this kitchen.

Halwai

All the Indian sweet dishes are prepared in this kitchen this kitchen is headed
by C.D.P. chef Vijay Singh
Butchery

This department is headed by Jr. C.D.P chef Shazad. In this section all the
cleaning and with of meats, such as mutton, fish chicken beffs,, pork herns take
place,

Butchery Department work in two shifts

Morning and evening

It has various kinds of machines seechas:

Buffalo chopper, meat mincers, chopper, alicer etc.

Vaecum pocking machine etc.

INDIAN KITCHEN

Tandoor section: This section is responsible for the preparation of the all
Tandoor items. Its basic function of the morning includes supply of breads to
La Rochelle.

Halwai section: This section is involved in the preparation -of all Indian sweets
whether hot or cold. All the dishes are prepared by the Halwai for ‘a la carte
menu’ as well as banquet parties and kept in the cold storage under lock and
key.
 BAKERY

The bakery consists of a twin room enclosure called the confectionery and the
bakery (The place where all the baking is done) with its own walk-in and deep
freeze. It is the place where the preparation of Cakes, Breads, Pastries, and
Tarts etc takes place. It provides a large variety of desserts and beverages for
the benefit of the guest. It is a guest’s delight to be in the outlet which brings
into combination one of the best products with the hospitality of the staff at
work. The bakery provides service to Coffee shop, Room service, La Rochelle,
Butler pantry, Banquets, Pastry shop & all specialty kitchens.

OBSERVATIONS :

 The bakery is divided into a baking room, pastry area, puff area, and a
Gateau area.
 It also has an ad ascent chocolate room for chocolates and pralines.
Cakes of various types including special orders with written messages
are prepared here.
 All the breads, pastries, muffins etc are prepared in the night.
 The bakery section has various types of imported flours required for
breads.
 The bakery has its own pot wash.
 Each bread and pastry has a set decor and its picture is set up to get
required shape.
 The bakery’s cold storage is used to store perishable items like the
dough, prepared pastries, cream, milk, butter etc.
  The deep freezer is used to store hotel-made ice-creams, mousses, etc.
 The oven has hot air jets and is of rotatory rack- type.
 The general basis of requisition in the bakery is that; generally the stores
for one- two days is taken in advance.
 Hard liqueurs like rum, tequila, whisky, etc are also used to add flavors
to some of the preparations.

Common Cakes made at the Main Table are :

1. Vanilla Cake.

2. Nougat Cake.

3. Truffle Cake.

4. Light Chocolate Cake.

5. Fruit Cake.

6. Madeira Cake.

7. Marble Cake.

8. Pineapple Cake.
 PUFF SECTION

The Puff Section consists of a big rolling machine to roll out the dough. The
dough may be needed for Danish pastries, pralines, savory dough, flan dough,
beaches, volt au vents or cheese sticks etc.

There are two main types of dough’s used via :

1. Savory Dough.

2. Puff/Flaky Dough.

Out of these, they are molded into tarts or botches or volt au vents, filled in
with choice fillings and sent up for sale.

ORGANIZATIONAL STRUCTURE

Sous Chef

Kitchen Executive

Chef De Partie

Commis I

Commis II

Commis III

Apprentices/trainees

RECEIVING AND STORAGE:

Since the bakery deals with the products having Cream, Butter etc. which are
highly susceptible to spoilage, thus there should be proper storage of such
items.

Also, on receiving of the items from the stores the quality and quantity should
be checked. The first in first out technique is to be followed.

IMPORTANT OBSERVATIONS:

 The number of people working in each shift is five.

 Each order is the combination of all four sections (saucier, range, pantry
and grill).The chef has to combine and co-ordinate the four to give end
result and optimum efficiency.
 The fish generally goes with lemon butter sauce (L.B.S)
 There is an extensive use of wines in sauce.
 The plates are kept in hot oven to keep them hot while serving the dish.
 There is a hot light counter to keep the dish hot till pick-up is done.
 The pick up is according to the course of the meal and is swift.
 Quite a few ingredients are imported.
 The grilling is of three stages- medium done, rare done & well done.
 Pasta dishes are preferred more saucy amongst Americans and driest
amongst Europeans. Indians prefer it spicy
 Pasta is mostly prepared in olive oil
 The continental section also has a microwave to instant orders..
 Complaints are very less and are handled by the chef.
 Baked potato is provided as an accompaniment in various grill dishes.
 The chef is responsible to set the-dishes in platter and to ensure that it
looks good and palatable.
  The staff works with a very strong team spirit and there is healthy
coordination between the various sub-sections.

GARDEMANGER

The Garde Manger or the Cold Kitchen is the place where all carvings and
displays are carried out. Here the staff is skillful and the work done is very
different from the other Kitchens.

Various salad displays, fruit displays, meat platter displays in a decorative and
fancy manner are done to improve the image and the standard of the hotel.
Fancy carvings and decorative displays are always liked by the guests.

The total strength of the kitchen comprises of 7 people. The Garde Manger is a
small kitchen with one walk-in cooler and one traulsen. It is located right
beside the Pastry Kitchen and is not far from the Main Kitchen. Here the items
and displays would be made according to the party sheet. It mainly caters to
parties and buffets.

Duties and Responsibilities:

Pick up the stores,

Open and set the kitchen for function.

Cross check the function prospects.

Prepare the salads for buffets in coffee shop and La Rochelle.

Prepare cold meat platters, canapé platters for outlets.

Prepare dressing and garnishes for the salad buffets.

Peeling of sweet lime and taking out the juice for La Rochelle lunch.

Preparing for next days breakfast fruit platters.

DISPLAY MATERIAL:

Garde manager is an innovative image creator for the hotel and thus there are
various materials used for display of products. Some of them are as follows:

1. Marble tops

2. Mirrors with wooden beadings of very thin thickness.

Silver platters covered with jelly or has no direct contact with Fruits,
vegetables etc.

4. Glass /ceramic bowls.

BUTCHERY

Butchery section is the section where all the meat, Poultry and fish items are
received. Due to increasing demand for non-vegetarian items, the Hotel has
built a separate unit in the premises itself, called Butchery. From Butchery,
the meat products are supplied to all the satellite kitchens as well as the main
kitchen. Nearly 80% of the meat items are cleaned and packed and stored
here for the future use by different outlets. Remaining 20% stored in the way
it comes from the suppliers, needing to clean etc.

They are then cleaned of their riffles and other parts which can cause spoilage
and then stored, freshly packed in a bag. Butchery is also called as Meat
Fabrication area of' the hotel. The butchery is headed by a Chef De Parties.

The area of this unit is sufficient enough and clean. All the work here is carried
out by team headed by a Senior Chef, Senior Cooks, Cooks, Butcheries and
apprentices. Last in the order come the trainees.

Butchery has two walk ins and two deeps, for fish and sea products and for
meat products.

Temp of walk-in is 8 – 10 C.

Temp of deep in around -14 C.

All the different cuts are coded and packed in plastic packets, which are then
stored in plastic baskets and kept in the deep or walk-ins.

However, there is standard pattern followed before packing and storing. All
items are first packed in plastic bags and then put in vacuum machine. After
the item is vacuumed, the packets are transferred into baskets and kept inside.

All kitchens except main kitchen send their requirements one day in advance.
So, at the end of the day, chef goes through the form of a computerized indent
sheet and places items of various outlets in different baskets and puts a tag on
them.

Main kitchen orders through order tickets as their requirements may change at
any time due to unpredictability of parties in banquet halls. All costs are
adjusted in the computer at a later stage.

All the items are dated and FIFO system is followed. The inner deep is actually
meant for extra stock or for the items which are not used at a regular basis.

Stock taking is carried out on every Wednesday and on Monday night,

fumigation process is carried out. Therefore, on Tuesday morning, all the walk-
ins and deeps are cleared thoroughly.

INTER DEPARTMENTAL RELATION SHIP

The ‘Kitchen’ has a direct relationship with the following departments:

F & B outlets
It has been already discussed how the kitchen is related to the F&B outlets.
(The outlets sell what the kitchen provides) the intimate relationship makes
the earning & maximization objective of the F & B department, a reality.

Kitchen Stewarding
Stewarding serves the kitchen in the following ways:

Cleaning of kitchen areas thus ensuring proper hygienic standards.

Cleaning kitchen utensils.

Reporting possible faults in kitchen area & machinery to the Engineering and
maintenance department.

House-keeping department:

For uniform.

Other Operations:

Kitchen staff and kitchen stewarding department jointly run the staff cafeteria.

DIAN
Indian section is bubbling with various gravies and bought huge cooking
range and hot plate.

The basic gravies prepared in this section:

1. Shahi Gravy
2. Red tomato gravy
3. All purpose
4. Butter Chicken.

HEAVY EQUIPMENT USED IN THE KITCHEN

 MIXER
 WEIGHING SCALE
 COOKING RANGE
 TANDOOR
 DOUGHT MIXING MACHINE
 ELECTRIC OVEN
 PROOVER
 KADAI
 SLICER
 SALAMANDER
 GRINDER
 REFRIGERATOR
 GRILLER
 ELECTRIC DEEP FRYERS
 PEELING MACHINE

LIGHT EQUIPMENTS
 PEELER
 JELLY MOULD
 STEEL BOWL
 FRYING PAN
 LIDS
 BAKING TRAYS
 ROLLING PIN
 DEKCHI
 CHOPPING BOARD
 FRYING SPOON
 GRATER
 PIE DISH
 ALLUMINUM TRAY
 TAWA
 WORKING TABLE
 STEAK HAMMER
INTRODUCTION

Front office department is the nerve center of the hotel, and is

responsible for the sale of rooms in a systematic way, according to the
procedures laid down by the management. Thus, the role of front office is to
reserve/register rooms and provides information to the guest during their stay.

The front office plays a crucial role and leaves a lasting impression on
the minds of the guest. The impression a guest carries right from the way a
reservation is confirmed to him goes a long way in creating a lasting
impression. Front office is involved in providing basic comforts and looking in
to any problem that may arise during the course of stay. It handles different
situations, incidents, complaints and disputes.
 BELL DESK

WORK PERFORMED:

1. Handling Guests Baggage:

The reception informs the bell desk about the room number of a guest who
has checked in. a baggage slip is attached to the luggage on which room
number is mentioned. The bellboy takes the baggage to the room.

In case of departure, the bellboy brings down the luggage at the bell desk. The
luggage is removed from the hotel only after the guest shows the clearance
slip.

2. Message Handling:

The bellboy in their respective rooms delivers all messages for the guest.

3. Paging:
In case any guest has to be paged his name is mentioned on the respective
rooms.

4. Newspaper:
Newspapers are available at the bell desk and they are delivered at the
various rooms and offices.

5. IHPRR (In House Pax with Room Rate)

 Different reports for the previous right like occupancy of different hotels,
IHPRR, F&B sales report is disturbed to various houses.

RECEPTION

Reception is that section of the front office department where the guest comes
in direct contact with the hotel. So it is very important for the reception to
present the best impression of the hotel in front to the guest, as the first
impression is the last impression. The front office assistant at the reception
should be very polite, well mannered and courteous and should show a very
personalized behavior towards the reception. Department had to coordinate
with many departments like housekeeping, cashier (F.O) etc. to carry out there
work efficiently.

When the guest checks in they are asked to fill the registration cards for all the
details needed about the guest. Then the room is allotted and the guest is
given the room key. It is the responsibility of the front office to maintain a
written record of all the arrivals and departures of guest taking place in the
hotel. This is a legal requirement laid down by the government of India. And all
such information is maintained in a book called the arrival and departure
register.

For all the arrivals taking place every day, the guest completing all details fills a
registration card. In case of credit card payments an imprint is taken which is
attached to the registration card. The room key is handed over to the guest
with the following words “WISH YOU A HAPPY AND PLEASANT STAY”. All
necessary information is fed into the computer and entries are made into the
arrival and departure register.
FRONT DESK

The front desk is divided into

-Reception

-Information

-Cashier

RECEPTION

Location- facing the main lobby.

WORKING PROCEDURE

1. The morning shift attends the briefing at 7:30 A.M. in which the room
positions the VVIP’S group’s arrivals, their touring, any cards expected with
flight details timings and any special remarks are announced.
2. The room position is calculated using the formula:
Departures for the day + pre-assigned rooms- vacant rooms

Arrivals for FIT/GIT/Crews = room position

3. All registration cards for the day are printed at the computer room (fired by
night shift) and placed into slots alphabetically as per family name.

4.The reports fired for room position is:

EADR- Expected Arrivals for the day.

EDR- Expected departure for the day.

FOVRR- Vacant room report.

5. All departures for the day are tailed with the arrivals and departure
register.

CASHIER

LOCATION: At lobby level, adjacent to the information counter.

TIMINGS: 24 Hours a day.

DUTIES

The person at the cash counter should be a conscious, alert and a true person,
as he has to deal with the large amount of cash.

 All guests’ bills, which were posted to front office, cashier, to be put
properly and in guest’s account.
 Calculate the amount payable by the guest properly and speedily so that no
mistake should occur and the guest time is not wasted.
 He should have the enough currency at the counter, so that the change if
needed by the guest could be immediately given. He should change
currency according to the rates of the day. The rates are displayed on the
‘exchange board’ at the counter. He should issue a receipt for the exchange
made.
 He should be vigilant and should have proper knowledge of currency notes
so that the guest could not pay with fake currency notes.
 He should take the credit card imprint and black the necessary amount
immediately.
RESERVATIONS

Reservation forms the backbone of the front office department to maintain an

efficient and systematic working; every guest has to be assigned a room. The
reservation department receives reservations from various sources; the
information is processed, properly documented, stored and retrieved at the
required moment to ensure a guest has room upon arrival.

PLANS

European plan- room only

American plan- room + ABF + lunch + dinner

Continental plan- room + breakfast (Continental/American)

Modified American plan- room + ABF + lunch/dinner

TELEPHONES

INTRODUCTION

The telephone exchange is a sub-department of front office. The telephone

department section, which is a very vital area in front offices a communication
center operating on 24 hours a day, 365 days a year, handles all incoming and
outgoing calls to and hotel promptly and politely.

LOCATION
It is located at the –1 level i.e. 1 floor below the lobby, Opposite to the Meat
Fab. It has its own exclusive area where the work can be carried out with
complete efficiency and without any intervention or distraction from outside.

STAFF HIERARCHY

Telephone manager

Telephone executive

Telephone senior supervisor

Supervisor

Junior supervisor

Operators (4 per shift)

Technician (1 per shift)

COMMUNICATIONS EQUIPMENTS

The telephone department is also responsible for the installation and

maintenance of fax machines and cordless telephones installed in the
guestrooms and administrative areas in the hotel.

ADMINISTRATION:

Fax machines are also installed in

 Business center.
 Club lounge.
 Reservation.
 Purchase.
Which the guest from a distance asking for reservation can also utilize.

CORDLESS TELEPHONES:

The AT&T cordless telephones are installed in the suites of the 18th and 19th
floor all F&B outlets and other public areas frequented by the guest.

TELEX MACHINES:

Telex machine is installed in the business center with two lines for guest
facility.

BUSINESS CENTER

The well equipped and rounds the clock business center assist hotels valued
customers in all their important transactions. It is housed with latest automatic
equipment, presentation and conference rooms and secretarial services.

STAFF

Assistant manager
Secretary (2 at one shift)

Page boys (in coordination with bell desk)

FACILITIES:

The business center extend following facilities and services:

1. Conference room
2. Photo copy
3. Fax
4. Typing and computer usage
5. Binding
6. Highly productive business presentation services.

All reservations are entered in the CONFERENCE REGISTER it may be rented for
a full day i.e. 8 hours or half day.

VISION ROOM

FLIP CHARTS can also be provided as per guest requirement and too on

Chargeable

The billing is done in triplicate.

Original - guest/F.O. cashier

1st copy - record

2nd copy - night auditor

REGISTER MAINTAINED

 Guest fax register

 Departmental fax register
 Telex dispatch register
 Telex register
 Conference room register
 Log book
 Pending guest fax register.
INTER DEPARTMENTAL CO-ORDINATION

HOUSEKEEPING:

There is a close co-ordination between front office and housekeeping.

Getting rooms and stay over released in a very prompt way so as to facilitate
the front office to sell the rooms faster and ensure less of guest complaints.

The physical status of the room as indicated by the room attendants and
supervisors are consolidate and physical occupancy list is made which is sent to
the front office and based on this a comparison is done with the front office
status of the room.

Service is always made to be more efficient and quicker in the rooms

occupied by VIPs.

ACCOUNTS:

The guest pays all the bills for the stay at the hotel at the front office with the
cashier.

The night auditor audits all the guest bills received by the front office cashier.

ROOM SERVICE:
The department of room service provides food and beverage services to the
rooms. It keeps a close check on arrivals and departures. Room service is
informed by the front office about the arrival of VIPs so that special services
are provided.

SALES:

This department helps the front office to improve room sales on lean
occupancy days. New agreements are made with travel agencies and airlines
by the sales department.

STORES:

It supplies all the necessary stationary such as pens, envelopes, registers, tariff
cards, errand cards, papers etc. so that the work should go smoothly.

CONCIERGE
The concierge counter at the situated alongside the reception counter. They
both belong to one counter but are distinctly separated from each other due
to sign boards.

The information desk is mainly for the purpose of the name is has been given.
All those guests staying in the hotel needing any kind of assistance/information
are attended to, the kind information varies. There are many guests with
different queries. Normally a guest asks for information about different places
to be seen in outside the city. They are normal tourists and they also ask for
details like transportation facilities within the city and their fares. A guest may
also ask about information about tours conducted. Some guests also enquiries
about facilities offered within the hotel, membership rates, the restaurant
whereabouts etc.
Guest also demands stamps and they are sold from the information counter
itself, but a general rule adopted at no stamps are to be sold to outsiders. So
only those staying at the hotel can avail of this facility at the information desk
handling of keys message is also done whenever needed.

The concierge staff is mainly to look after the needs of the guest and make the
guest welcome and feel at home. The way in which help is given differs
according to the needs of the guest.

Here, the hostess can do reservations in restaurants for the guest. Guidance
the tours conducted, plays or movies running in tour for entertainment etc. If
any additional item is required and if it is not possible for the housekeeper to
provide it, the hospitality department takes over.

The Concierge staff should be well versed in their skill of making friends and
similiarising themselves with the new guest. It is for this reason that guest
history records are mentioned and looked through a special treatment is given
to VIPs coming and a person from the hospitality assists the guests right up to
their rooms. A pick up coach is also sent to get them safely and comfortably
from the hotel.
CONCLUSION

When I 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 it is an absolutely
fabulous part of the curriculum and perhaps will remain the most memorable
one.

Needless to say that this experience was a highly enriching and educative one
as I went on from one department to another and met and got the opportunity
to train under several highly respected senior professionals. I learnt that every
individual is different and that every one has something unique to offer. I
learnt that every job has its nuances and its value and that no job is superior to
the other. I learnt that on needs to constantly improve and improvise. I learnt
hat this is just the beginning of a long road ahead… full of challenges. But I
know that I will be able to run along because I have my foundations firmly built
in. It is here that I got the opportunity to continuously introspect and
improve… as a budding professional and 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 have helped me in several different ways
that will go a long way in facilitating the commencement of a wonderful
journey.