GUIDELINES FOR OBSERVATION WHILE ON TRAINING

AND PREPARATION OF TRAINING REPORT

During your tenure as an Industrial Trainee, apart from carrying out the assigned jobs, you are
instructed to make the following observations in the respective departments that you will train in.
Your Training Report will include these observations and must be prepared and presented to the
institute after completion of training. The Training Report, Presentation & Viva will be the
criterions for the award of marks for the Industrial Training. Dates of Presentation/Viva shall be
announced after you report to the Institute. Viva will be conducted by an external evaluator.

FRONT OFFICE
1. Organization Chart
2. Operational timings
3. The various facilities / procedures that are at:
 Reservations – Modes of reservations, plans, vouchers used, agents, rooms, packages
offered, pre-registration, computer system knowledge, reservation techniques, monitoring
hotel occupancy, cancellation policy
 Reception – Hotel layout, companies frequented, registration procedures (FIT; Group),
check-in & check-out procedures, retrieval of guest information, guest communication,
effective problem solving, room assignments, VIP procedures, guest mail handling,
welcome items distribution, daily forecasts
 Cashiering – Equipment used, shift-beginning procedures, posting & adjustments to folio,
credit card authorization, handling traveller’s checks, handling foreign currency, processing
of coupons / complimentary vouchers, processing travel agent vouchers, resolving &
adjusting disputed guest charges, processing skipper accounts, check-in & check-out
procedures, floor limits, coordination between FO cashier and F&B outlet cashiers,
approved cash handling procedures, shift closing procedures
 Telephones – The main telephone board, call handling procedures, standard phrases used
 Bell Desk – Errand-running, message-handling, baggage-handling, check-out procedures,
luggage storage
4. Greeting, meeting & escorting the guest
5. Discounts available to travel agents, tour operators, FHRAI members etc
6. Co-ordination of reception with lobby, front office cash, information, room service,
housekeeping and telephones
7. Housekeeping discrepancy- investigation
8. Handling of room changes/ rate amendments / date amendments/ joiners/ one person departure /
allowances/ paid outs and all formats accompanying them
9. TRAVEL DESK: coordination, booking , transfers etc Dos and don’ts
10. Work methodology
11. Inter-departmental coordination
12. Reports and records maintained or generated.
HOUSEKEEPING
1. Organization Chart
2. Operational timings
3. Hotel design, layouts and decorations
4. Various equipment used for different housekeeping functions or activities
5. Work methodology – desk handling, room cleaning procedures, public area cleaning
procedures, back-of-house & office cleaning procedures, vacant & occupied room handling,
day/night cleaning, guest supplies, lost & found handling, supervisory functions, laundry
6. Cleaning schedules
7. Keys & key control
8. Forms & formats used
9. Reports & records maintained or generated
10. Knowledge of specifications, ordering systems, goods storage
11. Inventory system
12. Accounting system
13. Computer system handling
14. Inter-departmental coordination

LINEN & UNIFORM

1. Learn to identify the linen/ uniform by category / size even when in fold
2. Study the Pest Control procedure followed & learn how the linen /uniform is preserved
against mildew
3. Observe protection against dust
4. Observe system & quantum of Linen Exchange with Laundry, Room, and Restaurants
5. Note the discard procedure &observe the percentage of discard
6. Observe procedure followed for uniform /linen exchange after closing hours
7. Note arrangement of linen/uniforms systematically in shelves/hangers
8. Understand the need & use of par stocks maintained
9. Study total number and variety of items

ROOMS
1. Number of rooms cleaned in a shift
2. Time taken in making bed /toilet
3. Thoroughly observe the cleaning equipments and detergents/ other cleaning supplies used
4. Observe all gust supplies kept in guestroom and bathroom. Understand the procedure for
procurement and replenishment of guest supplies
5. Study the systematic approach in cleaning a room and bathroom and the various checks
made of all guests facilities eg. Telephone, channel music, A/C, T.V etc.
6. Study the Housekeeping cart and all items stocked in it. Note your ideas on its usefulness
and efficiency
7. Observe how woodwork, brass work are kept spotlessly clean and polished
8. Observe procedure for handling soiled linen & procurement of fresh linen
9. Observe the procedure for Freshen up and Turn down service
10. Observe room layout, color themes and furnishings used in various categories and types
11. Carpet brushing and vacuum cleaning procedure
12. Windowpanes and glass cleaning procedure and frequency
13. Observe maintenance of cleanliness in the corridors and other Public areas on the floors
14. Understand policy and procedure for day-to-day cleaning
15. Observe methods of stain removal
16. Understand the room attendant’s checklist and other formats used
17. Observe handling of guest laundry & other services (like shoe shine etc.)
 THE CONTROL DESK
1. Maintenance of log book
2. Understand the functions in different shifts
3. Observe the coordination with other departments
4. Observe the area & span of control
5. Observe the handling of work during peak hours
6. Observe the formats used by the department and study various records maintained

PUBLIC AREA
1. Observe the duty and staff allocation, scheduling of work and daily briefing
2. What to look for while inspecting and checking Public Area
3. Importance of Banquets function prospectus
4. Observe tasks carried out by the carpet crew, window cleaners and polishers
5. Note maintenance Order procedure
6. Study the fire prevention and safety systems built into the department
7. Observe coordination with Lobby Manager ,Security and other departments
8. Observe the pest control procedure and its frequency
9. Study the equipment and operating supplies used in the procedure for its procurement
10. Observe Policy and procedures followed for various cleaning

FOOD PRODUCTION
1. Organizational Chart and individual job assignments of each staff
2. Sections of the Kitchen and operational timings
3. Kitchen area, layouts & design
4. Equipment used in each section – name, manufacturer, specifications, function
5. Production work flow within the food production department – ordering, receiving, storing,
issuing, mise-en-place, food preparation, service
6. Menu trials and menu planning
7. Operations policy regarding standardized recipes, standardized portions, hygiene levels,
preparatory methods
8. Menu items cooked in advance and items cooked to order
9. Preparing of batters, marinations and seasonings
10. Correct plate presentation for each menu item; appropriate accompaniments
11. Procedures used for thawing frozen foods
12. Butchery operations, portion sizes, storage methods and storage temperatures for different
items
13. Routine opening and closing procedures for each kitchen / section
14. Bulk cooking procedures
15. Storage of ice creams and other cold desserts
16. Plate presentations for all room service and a la carte orders
17. Study of Standard Purchase Specifications
18. Control system
19. Handling of left-over food
20. Finishing of buffets dishes
21. Procedures to calculate daily, weekly & monthly food cost
22. Coordination with other departments
23. Reports and records maintained or generated
24. Rechauffe / Left over Cooking
FOOD & BEVERAGE SERVICE
1. Organizational Chart and specified job responsibilities of all management & non-management
F&B personnel
2. Operational timings
3. Outlets – types, design, layout & décor, seating capacity, menu and mission
4. Type of food, beverages, and service provided within each outlet; special events; publicity
5. Restaurants: Types; Price range of the menu offerings in each outlet, and the average sales per
guest
6. Work methodology – stores indenting, storage, restaurant flow chart, standard procedures,
suggestive selling/upselling, complaint handling, billing and settlement, ware washing and
maintenance
7. Note proprietary sauces, cutlery, crockery and other service accessories kept at the station
8. Daily, monthly & annual sales targets; budget of each outlet / F&B department
9. Kitchen location in respect to each outlet and degree of efficiency of the flow of work

10. Room service order taking; suggestive selling; placing of orders; setting up of the delivery;
delivery to the room; guest check procedures; recovery of room service dishes; Room service
Layout Knowledge; Laying of trays for various orders; Pantry Elevator Operations; Clearance
Procedure in Dishwashing area; Room Service Inventories and store requisitions; Floor Plan of
the guest floors

11. Banquet facilities – layouts, capacity, design & décor, types of functions; menus; service set-
ups and staffing; function booking procedures and follow-up; discounts given and subsequent
data maintained; function prospectus; handling of banquet service; liaisons maintained with
excise people, liquor permit and guest control order; to study different promotional ideas
carried out to maximize business

12. Bar set-ups, layout, design & décor; procedures followed from opening to closing; control
procedures; guest billing & settlement; snacks service
13. Implications of short and over pouring
14. Types of glasses used in bar service and types of drinks served in each glass
15. Liaison with F&B controls for daily inventory
16. Spoilage and breakage procedures
17. Handling of empty bottles
18. Requisitioning procedures
19. Recipes of different cocktails and mixed drinks
20. Provisions of different types of garnish with different drinks
21. Processing of all guests checks as per drinks served
22. Dry days and handling of customers during the same
23. Handling of complimentary drinks
24. Bar cleaning and closing
25. Guest relations and managing of drunk guests
26. Inter bar transfer and service accessories maintained, and preparation of the same before the bar
opens
27. Types of garnishes and service accessories maintained, and preparation of the same before the
bar opens
28. To know the different brands of imported and local alcoholic and non alcoholic beverages
29. Bar salesmanship
30. KOT/BOT control
31. Mini-Bar service procedures – requisitioning, storage, replenishing mini-bars in rooms,
tracking guest consumption, billing the guest

32. Grooming and personal hygiene standards of all F&B personnel

33. Dos and don’ts
34. Coordination with other departments
35. Rates and packages
36. Reports and records maintained or generated

HUMAN RESOURCES DEVELOPMENT & ADMINISTRATION

1. Observe the layout of the department, location in the Hotel and accessibility
2. Mission statement of the organization
3. Observe the various functions carried out by the Department
4. Policies & Procedures of the Department
5. Organisation Chart of the hotel and hierarchy of the department
6. What are the various Departmental filing & how records are maintained
7. Recruitment and Selection Process
8. Sources of recruitment
9. Any specific / specialized testing or interview during recruitment
10. Attendance & Leave system of the hotel
11. Various Statutory compliances (PF, ESI, Insurance etc.)
12. Wage & Salary Administration (CTC, taxes applicable etc.)
13. Hotel Manning guide & Employee Handbook
14. Employee benefits, facilities for employees & recognition programmes
15. Performance Appraisal system & Job evaluation Techniques
16. Disciplinary procedures
17. Employee Training, Induction & Development
18. A brief insight into Trade Unions & Industrial Relations
19. Management of Grievances

HOW TO PREPARE TRAINING REPORT

The Training Report to be submitted to the institute at the end of your training is NOT an
information brochure of the hotel only, but a presentation of your observations, learning, your
work performance alongwith information on the hotel, additional proformas, charts, brochures
etc. The report should have the following parts:

1. COVER and the TITLE PAGE (first page inside on the right)
a. Title of the Report
b. Student name
c. Registration Number
d. Institute Name
e. Hotel Name
f. Duration

2. INTRODUCTORY PAGES (separate page for each item)

a. PREFACE: indicates how the training is a part of the curriculum of the student’s
course, its importance and need, and the focus of the report’s content.
 b. ACKNOWLEDGEMENT: acknowledging contribution of people towards the
student’s training – from the institute and from the hotel. At the end, the student’s name
appears in italics in the right-hand corner.

c. TABLE OF CONTENTS: on the left-hand side, Serial No., then in the middle comes
Description, and at the end Page Nos.

Sl. No. Description Page Nos.

d. LIST OF TABLES / LIST OF CHARTS / LIST OF BROCHURES: list the

different tables, charts, forms and formats, brochures, and any item that you have
collected from the hotel and include them in the serial order as they appear in each
chapter, giving page number. The format as shown in table of contents can be used.

3. TEXT
a. INTRODUCTION: provide information on the hotel, in general, giving details about
its history, group history and group hotels (if any), information about rooms, outlets,
facilities, etc.
i. Provide details about your training schedule
ii. Provide the names and designation of the executives of the hotel, including HR
Manager and Training Manager, Dept. Heads, etc.

b. DEPARTMENT-WISE PRESENTATION: treat each major department, such as

Food Production, F&B Service, Front Office, Housekeeping, Human Resource,
Controls, Purchase, etc., separately as individual section. In each dept. section, treat
each outlet as a separate chapter, such as, Chapter-1: Coffee shop, Chapter-2: Bar, etc.
In each chapter, pertaining to an outlet or kitchen section or housekeeping section, etc.
provide complete details as follows:
i. Layout diagram of the outlet, section
ii. List of equipment, with name of manufacturer and equipment specifications
iii. Staffing, duty timings, duty rotas, responsibilities of different staff
iv. Complete details about work procedure in the outlet or section, from opening to
closing
v. Description of menus/recipes where applicable
vi. Dept. budget, sales targets, etc.
vii. Control measures
viii. Items, ingredients, supplies used, etc.
ix. Description of tasks assigned to you, your performance, your learnings from
training in this outlet or section, and your general observations.
x. You may also provide critical assessment or observations of the work
procedures or systems followed in the outlet or section, highlighting good
processes, and suggesting modifications or improvements where you have felt
necessary, giving reason and logic for the same.
xi. Include pictures, photos, forms, formats, menu copies, standard recipes,
brochure, etc. either in original (only if officially permitted) or photocopies, as
and where available, in each chapter, which are relevant to the chapter.

c. CONCLUSION: overall viewpoint about your training experience, your learnings and
the benefits that you have or may achieve.