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. Punes history is both illustrious and romantic. The citys historical associations are fast woven with Shivaji Maharaj, the Peshwas and Lokmanya Tilak. It was here, in the Lal Mahal that Shivaji boldly attacked Aurangzebs 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-inchief 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-Is 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 oneman 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 Mridien 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 Pozna 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:
y y y y y y y y

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 Carrre 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 WaldorfAstoria 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 Mridien
Main article: Le Mridien

Le Mridien 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 Mridien 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. 40inch 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 caf, 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 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 homestyle 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.
y y

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 askour 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-byminute 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 todays 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 todays 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). Youve 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 nutrientrich dishes are available on our in-room dining menu in addition to being offered la carte and in the breakfast buffet downstairs. Weve 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. Its 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, customdesigned menus, and the latest meetings technology will provide everything you need for a memorable event. Eight flexible meeting or function roomsincluding 1,050 square metres of refined special-event spaceguarantees 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.

AIRPORT

06Kms

DECCAN GYMKHANA PUNE RAILWAY STATION

15Kms 06Kms

SHIVAJI NAGAR

19Kms

M. G .ROAD KOREGAON PARK

09Kms 1Kms

PUNE UNIVERCITY

20 kms

HINJEWADI

09kms

PIMPRI/ CHINCHWAD

25Kms

DESIGNATION

POSITION General Manager F & B Manager Banquets Manager Restaurant Manager Front Office Manager G.R.E Executive Chef Executive Housekeeper Sales & Marketing Manager H.R. Manager

NAME Mr. ANURAG BHATANAGAR Mr. J K PILLAI Mr. MURARI Mr. BHASKAR DAS Mr. ANIKET SARKAR Mrs. KEETKI SHARMA Mr. SACHIN WAGHMARE Mr. VIJAYANT DANGWAN Mr. MEGHA MATHUR 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 : y y y y y y y 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

BANQUET MANAGER

BANQUET SENIOR CAPTAIN CO-ORDINATOR

CAPTAIN CAPTAIN

STEWARD TRAINEE 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.

y Tea coffee break y Cocktails receptions y Brunch y Kitty parties y High tea parties y Buffet lunch / dinner (theme) y Sit down lunch / dinner (Indian, Continental, Chinese) y Wedding parties y Barbeque (pool area) y Children s birthday parties y Christmas / New Year parties y 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: y U shape y Block shape y Block with hollow y Theatre style y Classroom style

TASK

PROCEDURES

STANDARD

Pre-service briefing

Inform the staff about the type of function / number of persons expected. y Allocate the duties of the staff for

All

staff

aware

anticipated business y Banquet area ready for service

various jobs; Pick up & refilling, serving

clearance,

behind the counter, water service,

service of drinks & / or cocktail snacks if applicable, closing. y Organize for the

opening & set-up of the next day s

function y Ask staff to double check chafing

dishes, layout y Check uniform &

grooming of staff as per hotel standards

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): y If the function is cancelled within 24hours on refund is given. y If the function is cancelled between 24 to 48 hours 50% advance payment to be retained. y If function is cancelled over 48 hours full advance is reimbursed. y 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) y 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) y 25% to 50% advance payment to be secured form guest at the time of function confirmation on the basis of the function charges negotiated. y Balance of payment (extra credit or debit) to be settled on completion of the function. y Guest signature to be obtained at the end of the function, prior to guest departure.

ROOM SERVICE

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.

Restaurant Manager

Room Service Captain

R.S.O.T (Room service order taker)

Stewards

Fruit Basket Setup

Bananas Orange Black grapes Green apple Apple Kiwi

02 01 01 bunch (170gms) 01 02 02

Tasks Shift timings & staff daily briefing

Procedures y The staff is required to report to work in full uniform as per the roaster displayed by the Captain. y 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 y Staffing for the duty allotment y Room count / house count y Expected arrivals & departures y VIPs/Complimentary Room y Group check ins y Menu knowledge y N/A items y Grooming of the staff y Review of previous day s operation, guest complaints y Special preferences of guest

CROCKERY USED IN F&B SERVICE

y y y y y y

Side plate Sweet plate Fish plate Soup plate Joint plate Sweet plate

Cutlery
y y y y y y Side knife Fish fork Joint fork Joint knife Soup spoon Tea spoon

BAKERY: CAKES & MORE

MENU:
y y y y y y y y y y y y y y y y y y y y y y y y 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 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

y y y y y y y y y y y

y y y y y

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: y y y 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. y y y 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 customers 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

y y y

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

y y y y

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.

y y y y y y y

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.

y y y

y y y y

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 starters 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.

y y

y y y

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

BELL DESK TRAVEL DESK

COFFEE SHOP

LOBBY MANAGER

RESERVATION SECTION

RECEPTION COUNTER

BILL SECTION

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 y Outdoor Roof Top Temperature controlled Pool y Jacuzzi y Steam y Fitness Center y Massage chair y Fuss Ball y Samsung TV with DVD Player y Carry and Keep your own bottle at the Leisure Lounge.

Business Amenities
y Business Center y Meeting room and conference halls y High-speed WI-FI Internet Connectivity y Multiple points for electrical outlets and internet connectivity in the room y Phone feature: speakerphone y Phone feature: voice mail

Guest Services
y Concierge desk y Laundromat for self use y Round the clock In Room Dining y Round the clock doctor on call y Travel assistance y Laundry services y WI-FI Internet in the lobby y Tennis can be arranged on request y 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 y Large screen TV y DVD Player y Fuss Ball Table & y Laundromat

APARTMENTS
General Apartment Amenities

y Air conditioning y Bottled water y Electric Water Kettle y Iron & ironing board y Hair Dryers y Ooziness Drinking Water y Fully furnished kitchen y Digital Electronic Safes

Kitchen Amenities
y Microwave oven y Pots, pans, serving dishes y Refrigerator y Silverware y Induction Cooking Range y Platform & chair for Meals y Toaster

Apartment Recreation

y Cable/ satellite TV y 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:

y Digital electronic safes y Iron and ironing boards y Hair Dryers y colors TV with satellite connection y IDD with voice mail facility y Internet via broadband connection y 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

y digital electronic safes y iron and ironing boards y hair dryer y color TV with satellite connections y IDD with voice mail facility y 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. y The receptionist will have a thorough knowledge of the type of rooms available for sale. y Every attempt should be made to sell the hotels best accommodations at rack rate by making aware of the features. y The receptionist will be familiar with suggestive selling procedures in order to maximize revenue. y Guest should never be placed in an on- changed. y 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. y 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:

y y y y y y 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. y Reservations will be accepted by front office or reservations staff 24 hrs per day. All personnel are to be comfortable using suggestive selling techniques. y The information must be neat, accurate and complete. y Dates requested must be available. y A complete reservation includes: y First name, middle initial, last name y Complete address y Telephone number y Arrival date y Arrival time y Departure date y Number of persons

y y y y y y y

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 sales. ordinate the booking of group rooms with the hotel

y Group room blocks will be recorded on charts to maintain room inventory. y Accurate and complete group information will provided by the hotel sales to the front office on the monthly group booking chart. y Group booking confirmation & all group correspondence will be kept on file by arrival date. y 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. y The reservation manager will review rooms blocks vs. pick ups daily within the reservation system to maintain room s inventory. y Business lost due to all space being held by groups should be reported to the hotel Sales immediately. y 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.

y The front desk will develop a list of all possible services and items that guests may request. y The Inter-Departmental services list will be reviewed with all new-hires; emphasizing which can best handle the request. y 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. 2. 3. 4. 5. 6. 7. Postage Message Check in (carry luggage) Check out (carry luggage) Provide newspaper Provide stretcher, wheel chair if required 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

ROOM NO. TIME IRD HK

DATE :
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

ROOM NO GUEST NAME TYPE OF CONCERN GVN TO TIME

DATE:
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

STORE ROOM

EXECUITIVE HOUSE KEEPER CABIN

LOST & FOUND ROOM

ENTRANCE

ASSISTANT EXECUITIVE HOUSEKEEPER CABIN

CONTROL DESK

ROOM TYPE

SR.NO.

APART

ELITE

ROYAL

MENT
01 PRESIDENCIAL APARTMENT SUITE 00 01

02

SUITE APARTMENT

ROOM 08

02

03

KING SIZE BEDROOM 12 APARTMENT

04

04

TWIN BEDROOM 04 APARTMENT

02

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 Eleventh Floor

1026-1027 & 1028-1029 nil

STAFFING

y One floor supervisor, one public area supervisor, one line room supervisor, mini-bar supervisor & one desk attendant reports in the morning. y 18 Room boys & 12 public area boys come in the morning shift. y Executive House Keeper comes for the general shift.

The supervisor or any other supervisor is supposed to

desk take

attendant 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

y 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. y Desk Attendant supervisor checks the appearance of the room boys & trainees (hair/clean & black polished shoes)

Allocation of duties & relevant keys.

y 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 y Staff can be shuffled from one floor to another there is any absenteeism. y The room boys carry the necessary linen from the linen room and go to the respective floor.

STANDARD OPERATION PROCEDURE Once the To start the day with: housemen y Pantry to be cleaned are on the floor. y Floor trolleys to be stacked with the required room supplies y Washbasin in the pantry to be scrubbed and disinfected. y Linen to be counted and stacked y Garbage bag should be put y The occupancy is checked and the status Is given to the desk attendant. y The laundry is checked and bought down at 10am when they come down for tea. y The floor, first start making the on departure rooms as they are supposed to be ready before the morning check-inn. y Then service the Vacant Rooms if any. y Then the make my rooms and finally the occupied rooms. Vacant room service While serving the vacant rooms: y The main door always has to be open y Then the heavy curtain to be opened neatly

y The bed throw and the cushions are placed on the bed. y The bat mat is removed, folded and placed neatly in its place. y The room is swept y Dusting is carried out y And finally the room is mopped. y The AC is set, fans are switched on, necessary lights are put on and the TV is switched on. y The room is checked and given vacant clean to the desk attendant. Departure room service y Knock thrice and announce yourself before entering the room. y Keep the door open y Maids trolley to be kept near the main door. y Open the heavy curtains and all the windows. y Switch of all fans, lights, AC etc. y Check the room thoroughly to see if the guest has left anything behind, and if so, hand it over to the floor supervisor.

y Strip the bed and bathroom soiled y Linen bag provided in the trolley. y All the waste paper / garbage to collect in the room dustbin & then put in the garbage bag provided in the trolley y Make the bed tightly & neatly, put the bed throw. y Clean the windows & balcony if required. Lock it. y Dust the room furniture thoroughly, & set it. y Check the stationary & other supplies in the room. Replenish them if anything is missing. y Disinfect the phones. y Clean the wires. y All maintenance problems to be given to the control desk. y All tea, coffee, creamers, sugar, equal sachets, water in bottles to be replenished. y Coffeemaker to be cleaned. y Now start scrubbing the bathroom; first scrub the washbasin, then wash all the glasses & keep them. y Scrub the bathtub & clean the shower curtain. y All tiles are to be cleaned. y W.C. to be scrubbed & disinfected.

y Wiped all mirrors. y Mop the floor & replenish the guest amenities.. y Kitchen to be cleaned. y Wardrobe to be cleaned, all drawers to be cleaned & laundry bags to be replenished. y Hanger rod & hangers to be dusted. y Main door to be wiped with a damp duster. y Mopping is done. y The AC is set, fans are switched on, necessary lights are put on the TV is switched on. y 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 y Before entering the room, ring the doorbell thrice. y Enter the room announcing Housekeeping y Occupied room cleaning has to be done the same way as departure room; only utmost care has to be taken regarding guest belongings. y All guests belonging are not touched at all. y 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. y 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. y Occupied room should not be opened for any outside or staff who is not concerned with the room. y 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. y Follow up on the same till his room is serviced.

Do

not

y This signage is to be respected & to be restricted from any disturbance throughout the day. y 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. y If yes then the houseman services the room. y If no, then the message is to be kept by the morning duty supervisor, & forwarded to the late duty supervisor, to be followed up.

Disturb sing (This can either be the

card hung or the

electronic signage

on

the y 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. y 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. y The same procedure is to be followed by the late shift also, & the guest is to be called at 20.30hrs. y 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.

doorbell plate)

TURN DOWN / EVENING SERVICE

Ring the bell and announce housekeeping

y The turndown service starts at 18.00hrs. y Wait 10 sec, if no reply repeats. y If still no reply open the door slowly & announce youself as specified by the unit. y Enter the room. y In case the guest in the room, greet the guest with the smile. y If the guest permits, proceed with the task. y If the guest refuses service say Thank you sir/madam good night. y Draw the curtains the curtains neatly across. y Prepare the bed for the night. y Remove empty bottles, soiled glass & trays, inform room service for clearance. y Inform f & b service if any replenishment of amenities has to be done. y Replace soiled towels in the bathroom, spread bathmat on floor & rinse the sink and wipe it dry. y Empty the clean waste paper basket and ashtray. y Switch and clean waste paper basket and ashtray. y Check for any maintenance job & follow up. y Bottles are refilled if needed. y Ice should be place in the ice bucket. y Room is checked & locked thereafter. y Bed lamps are switched on. y 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
y y y y y y y y y y y y y y y y y y y y y y 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

y Pillow slips (King size pillow cover, Standard size pillow cover, Queen Size pillow cover) y Bed Sheets (King size & double size bed size sheet) y Duvet covers {King Size & double bed duvet cover} y Soft Pillow cover y Bed Skirt y Bath linen 1. Bath towel 2. Bath mat 3. Hand towel 4. Face towel 5. Bath robes 6. Bath sheet y Laundry & dry cleaning list

Room Amenities
Guest rooms Amenities
y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y y

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

y y y y y y y y y y y y y

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
y y y y y y y y y y y y y y y y y y y y

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

y y y y y y

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
y Objective Effective & quick system of refilling room upon

consumption/check-outs & controlled replenishments. y Location 2nd floor y No. of mini bars 277 y Staff strength 03

MINI BAR SETUP

1. Kenly packaged drinking water ( 1 lt. ) 2. Cola (300ml) 3. Lemon (Sprite-300ml) 4. Orange (Fanta-300ml) 5. Pint Beer (Foster-330ml) 6. Salted Wafers (40g-basket) 7. Roasted Almond (30g) 8. Kitchen chocolate 9. Snickers chocolate 10. Creamers 11. Absolute vodka(90ml ) 12. Black dog Whisky (90ml ) 05 02 02 02 02 01 01 01 02 04 02 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; y dustbin

y Linen chute y Fire extinguisher

y Cleaning agent

Cleaning Equipment
y Vacuum cleaner y Mopping trolley y Mechanical Brush for porch cleaning

Cleaning Agents

1. R3 2. R6 3. R4 4. R2 5. R5 6. R6 7. Helios 8. Spotter 9. Lemon zee 10. Behold

Bathroom cleaner W.C. Room Freshener All Purpose Wooden Surface All Purposes Bathroom Fixtures Carpet spotting Hard stain 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

SR NO 1 2 3 4 5 6 7

NAME OF ITEMS SINGLE BED SHEET DOUBLE BED SHEET SINGLE DUVET SINGLE DUVET COVER DOUBLE DUVET DOBLE DUVET COVER SINGLE PROTECTOR DOUBLE PROTECTOR PILLOW COVER BATH TOWEL HAND TOWEL FACE TOWEL MATERESS

SIZE 72 *108 100 *108 77 **97 80 *100 97 *97 100 *100 40 *79

RATES 190 286 710 480 980 525 315

8 9 10 11 12

MATERESS

67 *79 20 *30 30 *60 16 *27 12 *12

510 46 125 33 11

13

BATH MAT

20 *30

64

SOILED LINEN
y Room attendant must collect the soled linen from the room Attendants trolley. y Sort all the soiled linen and separate badly soiled linen. y Count the soiled and enter in linen control book. y Take it to the linen room/H>L. control & get it exchanged.

LINEN ISSUE
y Fresh linen is issued to F & B outlets in exchange of soiled linen received from them on linen exchange slips I register. y Room linen is issued to floors against soiled linen only on linen exchange slip/ register. y Sort out the linen category and send it to the laundry. y Collect fresh linen from Laundry and check it for mending, repairing, and stains and for discards. y Discards should be stamped Discarded and entered in Discarded Register. y Enter Fresh linen in racks at designated places.

DUSTING
y Use feather brush to reach higher areas for dusting. y Use vacuum cleaner with dusting brush attachment to remove dust & cobwebs from the ceiling and beading. y For upholstery dusting use hand upholstery brush or vacuum cleaner with upholstery nozzle. y 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. y Daily cleaning. y 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
y To remove loose dusts vacuum the carpet thoroughly. y Remove stains. y Make shampoo solution by mixing shampooing chemical in water in desired ratio depending on the condition of the carpet. y Brush up carpet pile while still damp. y Leave to dry completely. y When dry vacuum clean the carpet again.

CHECKING PUBLIC AREA

y The supervisor must take the round of all the public areas to check cleanliness, maintenance and hygiene as per the laid down standards. y Ensure all public areas and food and beverage outlets are cleared prior to opening. y Check all public area toilets for cleanliness. y Check that all furniture is cleaned and is at proper place. y Check the temp. it required gets the AC/ control heating on.

y Ensure all public areas remain pest free.

TELEPHONE HANDLING
y A prompt response on the telephone is a measure of good service. It is important that the following points to be kept in mind. y A dedicated telephone should be kept for guest calls. y Every guest calls should be answered before the fourth ring. y Listen carefully and write down any important messages. y A pen should be available and the guest call register should be open in front of the receiver.

NON SMOKING ROOM

y 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. y Front Office will ensure that such rooms are not allotted to smokers. y All non smoking rooms will not have any ashtrays placed in the room/bathroom. y All rooms will have a non smoking lent card placed on the writing table.

SICK GUESTS
y Front Office informs housekeeping about any sick guest check in if any. y In case of an in house guest found sick the floor supervisor will inform the executive/ deputy Housekeeper regarding this. y Housekeeping desk has to call up the guest after an interval of few hours to offer him assistance if required. y 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 Responsible for

: :

Executive Chef Kitchen Section

Duties and Responsibilities

y He is responsible for overall smooth &efficient functioning of the whole section. y Ensure that prescribed recipes and standards are followed. y Responsible for quality control, improving standards and innovation. y Coordination with all the other departments and sections of the kitchen. y Attend the morning meeting and perform administrative duties for the section. y Prepares duty roaster. y Authorizes all the formats like requisition, Transfers etc. y He is also authorizing for the granting leave to personal and in his own sections. y

SOUS CHEF
y Responsible to y Responsible for

: Kitchen Executive : Chef Working Under Him

DUTIES AND RESPONSIBILITIES

y The Sous Chef is responsible for his particular Department which may very i.e. for example Pastry gardemanger . y He issues duty register for his department and handover duties and responsibilities for the staff working under him. y He sanctions overtime and leave for the personal in his department. y 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
y y

Responsible to Responsible for

: Kitchen Executive : Chefs Working Under Him

DUTIES AND RESPONSIBILITIES

y Ensures that the food items are picked up timely and check portions. y Control. y Takes over the duties of Master Crafts Man in his absence.

COMMIES y Responsible to : y Responsible for :

Chef d parties Chefs working Under Him

DUTIES AND RESPONSIBILITIES

y Maintain overall cleanliness. Prepares the food dishes.

y Ensures proper storage of raw material. y 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

y y y y y y y

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

y y y y

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 souffl, 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 months in hotel Seasons dated from 18th 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

y y y y y

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 y y y y y 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.

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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
y MR. ANKUR VERMA ( HR MANAGER & TRANIING MANAGER, THE WESTIN)

y MISS. ROHINI ( ASSIT.HR MANAGER )

MISS. RESHMA ( F & B FACULTY )