1

THE HOTEL AT GLANCE

Name

Greenwoods

Type of undertaking

Resort

Owner ship

Group

Star Category

3*

Address

Greenwoods , K.K.Road,
Kumily, Thekkady 685 509.
Kerala, India.

Telephone

04869 222753

Fax

91 4869 223907

E-mail

info@greenwoods.in

Website

www.greenwoods.in

Topography

182 Kms from Kochi.

International Airport
180Kms from Trivandrum.
International Airport

Air conditioning System

Decentralized

Accommodation

26 Rooms.

Check in / out time

24 Hours

Tax applicable

1. Service Charges
2. Luxury Tax
3. 15% of hotel expenditure tax.

F & B Outlets

1. 24hours coffee shop

2. View point ( in drain & Continental
restaurant )

Room facilities

Running cold & hot water

Telephone, TV with satellite,
National & International Dialing facilities.

Services

Hotel Greenwoods

Offering 3 star deluxe Services

a) Business Center with 24 Hrs Internet facility

b) Doctor on Call
c) Safe Deposit lockers.
d) Swimming Pool
e) State of the loundry services.
f) Weekend picnic
g) Aurvedic Massage center
h) Mini bar
Banquet & Conference facilities
Banquet Hall

100 Persons

Board Room

20-30 Persons

Credit Card

Amex
Master
Visa
Citi Bank
BOB Card
Stan dard Chartered

THE NAMES OF THE EXECUTIVE HEAD STAFFS

GENERAL MANAGER

Mr. Aby Thomas

OPRATION MANAGER

Mr.Vinaya Pillai

EXECUTIVE CHEF

Mr. Sandeep

FRONT OFFICE MGR

Mr. Anu Mathew

F & B MANAGER

Mr. Aju varghees

CHIEF STEWARD

Mr. Shinto

EXECUTIVE HOUSE KEEPER

Mr. Manoj.S

SOUS CHEF

Mr. Vinod

INTRODUCTION
The spirit at travel has been lived early in the ages. in recorded history these
has been instances where by one is able to know that man has been traveling
brought out the ages. in the annuals at the history it is noted that the travel in the
ancient past was a trades and merchant looking for merchandize and engaging in
trade and commerce. There was however another type of traveler was a pilgrim, a
scholar in reach at ancient text and inquisitive man around the world.
The word tour was first used and refers to a journey in which one travels
and visits a number of places in circuit. A tourist level home to get away from
routine.. Grind, but that end of all is that he is only eager to go back up.. For
pleasure. In 5th century the down fall of Roman Empire was restarted the set back
of tourism.
Tourism is the area that has the vast potential for development. It is there for
necessary to think of non formal methods for development with inputs capable at
generating returns immediately. it also requires attention in this connections that
such methods developed should be self-sustaining in this sense and tourism has
emerged as a dominant economic activity, through out the world in this process,
tourism has developed in to an industry at the international level and, providing
direct and indirect employment to multi leaded and earning much needed foreign
exchange. At present tourism is the second largest industry in the world the first
being oil industry. it is expected that the tourism would become the biggest
industry in the world by 2000 Ad.

GROWTH OF TOURISM
Travel has always enables man to broader his mental horizons. Tourist is a
person visiting a place, other than his residence or of remarkable occupation and
spends his own currency for availing facilities..
Tourism is the product at nation culture, which has been distinct on the sum
total of its activity in its own expression at personality. He has from one the
pursuits at a privilege few to mass movement of the people with the age to
discover the unknown to explore new and strange, place to seek changes in
environment and undergo new experience. International tourism has increased its
volume of wanted trade 5.57% to 5.92% in last decade. Direct expenditure and
accounts for even 5% at all worlds exports
COMPONENTS OF TOURISM
1. Reason for visiting place.
2. Pleasure.
3. Business
4. Pilgrimage.

5. Education.
6. Economics.
a. Accessibility at transport
b. Good and apt. accommodation.
c. Food as per the varied tastes.
DESTINATION
Tourism is a voluntary activity provoked by instincts, so destination areas must
have attraction, which appeal to least particular type at clientele. These turnings
are natural or man made natural attraction induced such features as scenic lands
scope, water falls, floor while man made features can be Taj mahal. A 3 rd category
which gaining attention to the destination areas hospitality records
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ACCOMODATION
Among the various inputs, which flow in to the tourist accommodation which
caters to international tourist accommodation which caters to international tourist
foaming a vital components at the tourism industry. hotel and supplementary
accommodations suitably tailored to the requirements of the tourism development

TECHNICAL INFORMATION
People employed in tourism promotion service are required to be technically
skilled. Lack of professionalism brings friction in the smooth work of love at
tourism industry. Government has taken measured by opening hotel and tourism
management courses for enhancing tourism.

BENEFITS
Tourism also results in economics and non economics benefits is to calculate
economic returns in terms at the national economy employment and foreign
exchange earning and state at revenue while non economic benefits are intangible,
social, cultural and other political values it also incidents international
understanding.

DEVELOPMENT OF TOURISM
The word Tourism comes from the word Tourderived from Turning
Wheel Tourism is the fastest growing and one of the largest industries at the
world and has tremendous potentialities for earning exchange yielding tax revenue
providing employment promoting the growth at anxilliary industries and
development at industrially backward regions. The number at foreign tourism

visiting India merely0.20% at total world of foreign tourist although it has a longer
dimensions and unique varieties at tourism attractions.
There is general awareness of the advantage at tourism is accepting economic
growth proving employment earning foreign exchange and opening up new areas.
according to the nation council at applied research tourism generated employment
to a lacks 21000 person in 1972-95 on the basic tourism generated employment for
merely 64 lacks at our country man in 1978. if tourism increase & 15 times by
1990 the additional employment generated by tourism will be nearly 21 crore
persons. This shows the enormous scope which tourism is providing employment.
It has been rightly said No Hotel No Tourism.

TOURISUM IN INDIA
India is one country under the sun that is in.with an imperishable interest an
aline prince and aline pleasant for the letter and ignorant, the wise and the fool the
rich and the poor the bonded and tree one land all man desire to see, and having
seen once, by even a glimpse would not give that glimpse for the shows at all the
rest of the globe contained.

India encompassing a rich culture, climate and religion is a long on contracts

its divers, customs tradition, language and history make the tourists to come to
India. The deriving force for promoting tourism in India is for the tourist from
developed countries to spend their currency for facilities provided and help India
earn foreigner exchange. Although Indias shore in world tourism is more 30%but
in significant in its economy as tourism & allied sectors alone can generate 3.3
lacks for year more than the entire manufacturing sectors.Measure like reduction
in he expenditure take from 10%in 1995 budget and industry at hotel and
restaurant in the expert promotion capital goods scheme had lead to an increase
tourists may reach 1000 millions by the end of the country.
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CULTURAL TOURISM IN INDIA

Cultural tourism has special place in India because and its vast civilization. A
survey undertaken by vast at tourism confirms that most of the tourists are
Interspersed in the culture of the India for a foreign a visit to India had profound
cultural monuments scattered through had India opportunity to learns about
ancient history & culture. India appointed UNESCO expert Dr. Allchilln to study
cultural tourism and make recommendations. The report was 54% of tourist
enjoyed their study because there was such a large beautiful creations of man
buildings, buildings, temples & churches.
The monumental heritages could be divided into,
1.

Buddhist Monument.

2.

Hindu Monument

3.

Indo-Islamic.

4.

Monuments of British.

GENERAL INTRODUCTION ABOUT HOTEL INDUSTRY

INTRODUCTION
Origin & Growth & Hotel Industry
When the ancient humans first ventured beyond their tribal settlement there
are of coursed hotels to accommodate them . Most Likely these early traveling
conquerors pitched there tends where ever cruised but merchants seeking to trade
tolls, clothing $ live stock in new lands plans $ highly value on hospitality.
Early trades merchandise such as ornaments, cloth or animal far lodging almost
certainly inn keeping was one of the first commercial enterprise and hospitality
was one of the first service for which money was exchanged.
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The Ins of Biblical times offered little more than or cost on bench in the
concerns of a room as stable most establishment were no more than private
guidance that offered temporary lodging to strangers. Guest stayed in large
commercial rooms where sanitation of primary was non-questionnaire. The rolls
were reasonable-about 2% high but the company was rough, travelers shared the
same quarter with their horses and lives stock.
The most famous lodging events is reduced in the king james version of the
bible. Marmy and Joseph as turned away by Bethlehem Inn keeper because there
was no room at the inn. According to biblical scholars the inn keeper may have
meant that the room was in suitable fan a women showed the same
accommodation, accompanied by their horses, chicken, goats and sheeps the
stable were Mary and Joseph spent the right was probably almost as compatible as
and certainly were private them itself.

CLASSIFICATION OF THE HOTEL INDUSTRY

The hotel can be classified according to several different categories because of
the industries diversity may hotels do not sit in to single definite category they can
be classified according to
1) Market segment
2) Property type
3) Size
4) Levels of service
5) Ownership and affiliation
6) Plan
7) Type of Patronage
8) Length of guest stay
9) Location etc..

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1. MARKETING INDUSTRY
ECONOMY OF LIMITED SERVICE HOTEL
It is luxurious hotel, it provides efficient snatcher private rooms with
bath bellboys & doormen are available corpora ting, costing are kept low by
eliminatory F & B, service & employing small state.
A. MIDMARKET HOTEL
Comfortable accommodation with private bath on premises F & B services and
unformed belled states also called Tourist class or standard Hotels.
B . ALL STATES HOTEL
It offers separate and living area with a kitchen & Stocking
1. condominium hotel
A fully apartment complex that rents. Accommodation for a short term.
2. Time share hotels.
Owners occupy the accommodation for a specific period at time.
C. FIRST CLASS EXECUTIVE HOTELS
It luxurious as near luxurious with exceptional comfort door a high trained
staff and better than average. F $ B service also called Superior Hotel.

D. LUXURY / DELUXE HOTEL

They represent the highest standard of excellence in the level of luxury &
comfort & cleanliness efficiency, staff specialization condolence country diversity
& quality of

F& B service rates depends on market. Location & type of

accommodation the highest level of luxury Grand fax.

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2.PROPERTY TYPE
Traditional Hotel
Module after the basic concept of rooms with both frontdesk service,bell
service & F & B service on premises.
Motels
Motelshold located on highways, they are given free parking ares. A telephone
booth petrol pump station & machine are available.
Resort
Usualloy located at lowest spot like mountains,beaches,etc.,
Specialty Resorts
The health and fitness leads created a demand for resort that specialize in
weight control, regiments, cosmetic surgery, etc.,also call SPAS.
Convention/ Conference Hotel
It may be a traditional resort that hosts meeting as a facility constructed
specially for convention & conference.
Resident Hotel
Primary designed for extended stay. They after reduced roles for weekly,
monthly in seasonal resident. They after temporary residence for executives,
students, etc.,

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3.SIZE
May be classified as medium, small & large.
Small under -

150 rooms

Medium

150-299 rooms

Large

300-600 rooms

Very Larges -

More than 600 rooms

4.LEVEL OF SERVICE HOTELS

1.

World Class Service Hotels

Targets top business, executives like political figures & wealthy clients as
guest . They provide residents, lounges, exquisites due consumer service provide
lining facilities, extensive guest-room amenities, etc.,
2. Midrange Service hotels
They appeal to the largest segments at traveling public. The service is modes
but sufficient although settles levels are adequate, there are no elaborate services.
3. Economy or Limited Service Hotel
They provide clean & comfortably and inexpensive rooms & meet the basic
needs of a guest. Appeals to budget minded travelers who want rooms with
minimum amounts.

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OWNERSHIP AND AFFILIATION

Independent Hotel

Chain Hotel

Franchise Hotel

Referral Group

TYPES OF PLAN
European plan (E.P)

Only Room rent is charged

Continental Plan (C.P)

Room Rent + Continental b/f

Bermuda Plan

Room Rent

MAP

Room RENT +B.F & Lunch or

Dinner also call hotel board Demy
pension.

AP

Room Rent +B/F + Lunch + Dinner

also called Full board.

LENGTH OF GUEST STAY OVER

Transient Hotel Guest can stay for a day or evsen less than.
Resident Hotel
Semi Resident Hotel
LOCATION
A. Down Town / Commercial Hotel
Located in the heart of the city within a short distance of business center
shopping areas public building theatre rates are normally high.

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Suburban Hotels
Located in Suburbs. It has the advantage of quiets of surrounding.
Resort hotel
Airport hotel
Motel
Roatels- Revolving hotel
Floatels- Revolving Hotel
Inn
Heritage Hotels

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RESESRCH &DESIGN

IT is very difficult task to learn from only book how to own a hotel. For the
detail study at major as well as minor operating development and staff of the hotel
practical knowledge is often essential, without practical knowledge, it is
impossible to learn the operation aspect and to tourists in details the function at
various departments.

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OBJECTIVES OF THE STUDY

To study in detail the function and purpose of all the departments of

GREENWOODS THEKADY.
1. To study the planning aspect of every department in the hotel.
2. To study the co-ordination acts mainly each department with each other.
3. To study the organization hierarchy of this hotel.
4. To study all systems & procedures of variety activities.
5. To study about all the information system used by the various
department in the Hotel Greenwoods Thekady

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METHODOLOGY

1.Primary Data
This data has been collected from the Hotel Greenwoods, during my
industrial exposure training. The information was gathered by interacting with the
staff of the respective departments & through observations.

2. Secondary Data
Secondary data were collected from various sources like tourism, Informative
center, bus station , airports, books, magazines, broachers, etc.

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SCOPE AND LIMITATION

Scope
The study indicates the function and operation at the different dept. of the
HOTEL GREENWOODS, THEKKADY , the problems & solutions at each
dept and present condition of the hotel.
Limitation
The study is limited only to the functional aspects of the different outlets of the
hotel. Since the operations of a hotel are large and varied, all informations.

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PROFILE OF THE PLACE

Location

South Western tip of India

Area

38803 Sq.Km

Population

318387700

Capital

Trivandrum

Language

Malayalam

Religion

Hindi ,Christian , Lslam

Currency

Indian Rupees

Climate

Tropical

GODS OWN COUNTRY

With the arabin sea in the west,the western ghats favoring 500-2700k.m in the
east and networked by 44 river. Kerala enjoys unique geographical features that
have made if one of the most sought after tourist destinations in Asia. An equal
climate, a long shortline with shorting with several beaches tranquil streches of
several backwaters. Hill stations and exotic wild life.

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PROFILE OF THE HOTEL

GREENWOODS THEKKADI is designed to give the finest service $

facilities Rooms oven look the picturesque backwaters of Kerala. Guest can avoid
of 5 excellent outlets, and giving a lively food and extensive health club $ spent
facilities.
GENERAL INFORMATION
Address

GREENWOODS
K.K.Road, Kumily,
Thekkady 685 509

Category

3 Star Deluxe

Location

150kms from Nedumbassery air port

And 3 hour from Kottayam Railway station

Rooms

26 Rooms

The Greenwoods has 26 rooms with hut type and a cooling surrounding
and the picturesque of backwater of Kerala. The

guest rooms have a

contemporary design and are equipped with

Electronic safe
Direct Telephone with lines
Hair Dryer
Interactive Television
Air conditioning
Television channels are available includes BBC, CNN, CNBC

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22

LAYOUT OF HOTEL

SECURITY

CAR PARK

MAINTAINS

FRONT OFFICE

RESTAURANT

CHILDRENS PARK

SWIMMING POOL
SNACKS COUNTER
LAKE VIEW

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KITCHEN

FOOD & BEVERAGE SERVICE

Food & Beverage Service Restaurant.

A restaurant is defined as commercial establishment commited to the sale of
food beverage. The types of restaurant includes coffee shop, specialist
restaurant,grill room, dining room etc. ., restuarent service can be devided mainly
in to five types, Russian service is the most common one used in most of the good
restaurants in India. The different types of services are:
1.

French service (Gueridon service)

French service signified luxury and is found only in French classical

restaurants.
2.

Russian Service
Food in fully prepared and partially placed on a silver platter and garnished.

3.

American Service.
Here the food is served directly on to the plate from the kichen

4.

Buffet Service
This involves placing substantial quantities of food on a large table. There are

two types of Buffet service.

a. Sit down Buffet
b. Standing Buffet

SHIFT TIMING
1ST Shift

6:30 hrs to 15:30 hrs

2nd Shift

15:00 hrs to Midnight.

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RESTAURANT MENU
BEVERAGES
Tea

30.00

Coffee

37.00

Bournvita / Horlicks

45.00

Lassi (Sweet/Salt)

45.00

Tender Coconut Water

45.00

Milk

45.00

Pot Tea

35.00

Pot Coffee

50.00

Milk Shakes with Ice Cream

45.00

Fresh Lime Juice

25.00

Fresh Juice

45.00

Idly with Sambar

55.00

Masala Dosa

55.00

Plain Dosa

45.00

Uppuma with Banana

55.00

Onion Oothappam

55.00

Poori Bhaji

55.00

Idiyappam with Egg Roast

70.00

Puttu with Kadala Curry

55.00

Appam with Vegetable Stew

55.00

Bread Butter Jam

45.00

French Toast

55.00

Eggs to Order

35.00

35.00

BREAKFAST

GREEN SALAD
(Tomato, Cucumber, Onion)

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SOUPS
Sweet Corn Chicken Soup

65.00

Sweet Corn Veg. Soup

65.00

Chicken Clear Soup

75.00

Veg. Clear Soup

55.00

Tomato Soup

65.00

Cream of Mushroom

65.00

Cheese Sand Wich

75.00

Veg. Sandwich

70.00

French Fries

55.00

Toast Sandwich Veg.

60.00

Toast Sandwich Cheese

85.00

Toast Sandwich Egg

85.00

Veg. Pakoda

75.00

Egg. Pakoda

75.00

Peanut Masala

55.00

Potato Bhaji

55.00

Onion Bhaji

56.00

Chicken Spring Roll

90.00

Chicken 65

140.00

Veg. Spring Roll

75.00

Chilly Chicken

120.00

Ginger Chicken

120.00

Chicken Manchurian

120.00

Sweet & Sour Chicken

120.00

Chilly Fresh

130.00

SNACKS

CHINESE

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Ginger/ Garlic Chicken

130.00

Fish Manchurian

130.00

Sweet & Sour Fish

130.00

Gobi Manchurian

90.00

Chilly Gobi

90.00

Mushroom Pepper Fry

100.00

Tomato Paneer

85.00

Aloo Geera

65.00

Peas Masala

65.00

Veg. Curry

65.00

Veg. Stew

65.00

Veg. Khorma

65.00

Paneer Butter Masala

85.00

Chicken Khoruma

120.00

Chicken Curry

110.00

Chicken Roast

120.00

Chicken Masala

110.00

Butter Chicken Masala

135.00

Kashmiri Chicken

135.00

Malai Chicken Curry

125.00

Fish Curry

110.00

Fish Masala

135.00

Fish Moilee

135.00

NON Veg.

Fish Fry

(As per size)

Karimeen Pollichathu

(As per size)

Karimeen Fry

(As per size)

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Prawn Masala

160.00

Prawn Fry

160.00

Konchu (Tiger Prawns)

285.00

KERALA MEALS
Rice with Fishcurry

130.00

Rice with Chicken Curry

130.00

INDIAN BREADS
Parotta

20.00

Chappathi

15.00

Pulaka

10.00
DESSERT

Ice Cream

55.00

Fruit Salad

15.00

Fruit Salad with Ice Cream

90.00

BEVERAGES
Mineral Water

20.00

Soft Drink 300ml

25.00

Aerated water 600ml

35.00

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RICE & NOODLES

Plain Rice

45.00

Veg. Pulao

65.00

Kashmiri Pulao

75.00

Curd Rice

70.00

Veg. Fried Rice

85.00

Chicken Fried Rice

105.00

Egg. Fried Rice

85.00

Mix Fried Rice

105.00

Chicken Biriyani

120.00

Veg. Biriyani

90.00

Egg. biriyani

90.00

Chicken Noodles

120.00

Veg Noodles

90.00

Egg. Noodles

90.00

Mix Noodles

120.00

American Chopsey ( Non Veg.)

130.00

American Chopsey ( Veg.)

110.00

INDIAN DISHES
Dal Fry

65.00

Aloo Mutter

65.00

Aloo Gobi

65.00

Malai Koftha

85.00

Bindi Masala

65.00

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ROOM SERVICE

Room service is one of the most important section under the F&B service
department. It is a 24hrs open section. The Guest will be giving their order thought
the telephone and the room service order take (RSOT) will be explaining the
menu. they will takes the order properly and they will promise to the guest that the
order will be place with in 25 minutes they will be sending the order to the kitchen
the steward who place the order is responsible to explain the food and he should
ask to the guest when he has to come for the clearance and responsible to do the
clearance also and he should inform the R.S.O.T about the exact time of clearance.
After doing the clearance the R.S.O.T should take the signature of stewards.

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ORGANIZATION HIERARCHY OF THE F&B SERVICE DEPT.

General Manager
Executive F & B Manager
F&B Manager

F&B Controller

Asst. Controller

Restaurant
Manager

Room Service
Manager

Bar
Manager

Asst. Restaurant
Manager

Asst. Room
Service Manager

Asst. Bar
Manager

Head Waiter

Waiter

Waiter Trainee

Trainee

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Banquet
Manager

Senior
Captain

NAME OF THE
QUTLET
24/7 Pearl Spot
View Point
Beer Parlor

TYPES OF THE
CUISINE
Multi- Cuisine
Indian of
Continental
Bar

LUNCH TIME

DINNER TIME

12.00pm-15.30pm

19.30-23.30pm

12.00pm-15.30pm

19.30-23.30pm

11.00am

23.00pm

It has the poolside view all day in door and out dining restaurant offering
Indian & Continental Buffet and all Carte menus, complimented with a large
selection of Indian dishes.
RESTAURANTS
These are the primary and major outlet of food according to decore and
environment the restaurants can be themed and menu offered on like wise be done.

STAFF HIGHERARCHY OF THE RESTAURANT.

Restaurant Manager

Captain

Senior steward

Steward

Trainee.
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MISE EN PLACE
Setting up the restaurant and the stations
Cleaning silverware
Polishing silverware
Stacking of cutlery and crockery.
Cleaning glassware
Storing glassware
Filling up the cruet set
Filling the butte dishes
Handling of linen (exchanged twice a day)
Laying the table cloth
Folding the napkin

ROLE OF FOOD AND BEVERAGE MANAGER

He is the responsible for all the service outlet.
He has to Plan menu select suitable decor for restaurant and make proper
renovation and manager the entire department.

ROLE OF ASSISTANT FOOD AND BEVERAGE MANAGER

He works out the order of the food and beverage manager. He plans out for the
staff and make sure that the work is moving.
BREAK FAST
Timing 7.00am-11.00 pm
Break fast served here in buffet style.
Selection of 3 seasonal fruits, 2verieties of flakes an 8 verities of bakery
products and fresh fruit juice.
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LUNCH & DINNER

Timing; 12.30hrs to 14.45pm (Lunch)
19.30 to 22.30 pm (Dinner)
The lunch and dinner buffet is a part from a la carte menu. Both lunch &
Dinner has been fixed at Rs.275 + taxes on all days.
Following are the items of lunch & dinner Buffet.Two None Vegetarian
dishes Two vegetarians

INDIAN SERVICE
One None Vegetarian dish
One vegetarian rice preparation
Four Veg. Dishes
One Veg. & One non- Veg. Biriyani for lunch
On Friday, Saturday, Sunday and Monday

DESSERTS
One bakery dessert
Two Indian Sweets
One cut fruit platter
8 Types of vegetarian salad
2 Types of cold cuts
Curd rice
2 raitha
Appalam & papad
2 kinds of pickles.

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BREAD
Bread Rolls
French Rolls
Hard Rolls
Garlic Bread
Following are served complimentary with the buffet Indian breads
Roti
Naan
Roomali Roti
Partha

SHIFT TIMING
1st Shift

6.30hrs to 15.30hrs

2nd Shift

15.00hrs to Midnight

Night Shift

20.00hrs to 7.00hrs

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FRONT OFFICE
INTRODUCTION
The front office represents what is happening at virtually every level of the
hotels organizational structure. The front office acts a lighting rod to guest
complaints. It deals with reservation, over booking, registration, check-in and
check-out problems, no-shows late-cancellation, optimization of rooms inventory
management. The basic function of a front office department is to take booking for
rooms maintain the correspondence and a assist a speedy check- in for guest,
Assignment room for guest and providing maximum comfort for the guest.

The Greenwoods has one of the most speedy and comfortable check-in and
check-out procedures. Most of the hotels has standing counter at the front office,
but at the Greenwoods, it is more relaxed and the front desk has its own
individual tables, there are two reception tables and a gust relation executive table.

Group check-in are handled at all 3 countries, two reception table and the
gust relations executive desk. The luggage of the gust is taken care by the bellboy.
bellboy plays a very important role in the day-to-day activities of the front office
department. The Greenwoods has a concierge. Here all the guest mails, messages,
telephone, where about the guest, wake-up calls request are taken care of the
reservation office is situated behind the front desk. Hence all reservation for rooms
is taken and correspondence regarding them is maintained.

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PRESENTATION OF FRONT OFFICE

FRONT OFFICE MANAGER
Reservationist

Receptionist

Telephone
Operator

Bell desk

Concierge

RESERVATION SYSTEM FOLLOWED BY AT GREENWOODS

Reservation is the process of room accommodation by the gust. The most
important outcome for the reservation process is having a gust room ready and
waiting when the gust arrives. The gust room should not just the any room, out the
rooms that best meets the needs the gust expected during the reservation process.
Processing reservation involves matching requesting with the room availability
recordings. confirming and maintaining reservation and producing managing
reports. In the Greenwoods computers do most of the front office procedures.
The reservation department is situated behind the reception with a small duct to
pass the correspondence to the Front Office.

FRONT DESK (RESERVATION)

The reception is the section of the front office department whom a gust
encounters when arriving in the hotel. Receptionists play a major role and their
responsibilities include greeting the gust with a smile, helping the gust in filling
the registration forms. The department is also responsible for handling cash and
credit, dispatching gust bills, maintaining gust ledger, and posting of gust bills and
other accounting transaction.
The head of front desk is Mr. SREEKANTH. He is the front office supervisor.
This department do the check-out and all so do all the billing from room to their
37

food and beverages bills of the gust, allotting the room to the gust and updating the
gust profile, gust requirement are also taken care by these desk. The front desk is
responsible for maintaining a good discipline in the department and to give full
support to the staff management, It also handles gust problem this department is
also responsible for updates on spatial group reservation arrangement and also
with the housekeeping department about the room status. Reception department
also offers different types of plans to its guest.
1. Modified American Plan [Map]
It includes room plus break fast plus lunch or dinner
2. American Plan [AP]
AP includes room rates plus break fast lunch plus dinner.
3. Continental Plan [CP]
CP includes room and breakfast.
CONCIERGE
Concierge desk is responsible for informing the gust about facilities and
service offered by the hotel. Concierge look after all the arrangements of the gust
in addition to other gust requirements Concierge arrange for vehicles in lesion
with transportation to receive gust from the Airport to take gust about various
place tourists interests, entertainment and general information. The Greenwoods
has a traditional way to welcoming a gust in the resort, an arathi, a tike a welcome
drink and garland is used to welcome a gust upon his arrival in the resort,

38

RESERVATION
The reservation section in the front office as mentioned before is the never
center of the department where all request of reservation for room are processed
the reservation is comes though the telephone.
SORCES OF RESERVATION
The usual from wich reservation request come are
1. Airlines
2. Wholesale tour operators
3. Travel agent (Local or foreign)
4. Free individual Traveler (F.I.T)

Any person who makes a looking directly with a hotel and not though a travel
agent companies commercial business houses.
Embassies/ Consults and institution
A source is classified as any individual a body that actually boys a hotel for
service rendered.

RESPONSIBILITIES OF A RESERVATION ASSISTANT

Booking of incoming gust though varies modes of reservation, preparing the
V.I.P list and dispatching it to the reception. preparing occupancy list helping the
front desk in fore casting of room sales, helping other department in future
activities and making arrangement for gust requirement. Managing room inventory
online booking system. Up selling using TSN techniques compiling lidelio/ opera
reports building a team by training and motoring the junior member of the term,
maximizing room revenue by managing yield, corresponding with gust and
handling.
39

BUSINESS CENTRE
The business center situated at the back office of the hotel. It offered secretarial
crevice such as typing, faxing, photo copying, internet e-mail, lamination, spiral
binding, printout and scanning. It consist of a species area, well form and equipped
to deal with every kilned of secretarial service , gust sometimes brings their laptop
and they are helped to connect to the internet.

BUSINESS CENTER CHARGES ARE AS FOLLOWS

Typing

Rs 50 per page

Printout

Rs 10

Photocopy

Rs 5

Scanning

Rs 100

Spiral binding

Rs 100

Done by the reservationists.

BOOKING DIARY REGISTER

From the booking diary register, the details information about the gust are
printed out as the expected arrival list from the computer reservationists do these
entire procedures.

TELEPHONE
Telephone operator handles all gust and administration relates call and direct
house calls place internally with in the hotel, the operator is the first person who
has an contact with the gust and how he handles the call and answer the phone
creates an impotents and lasting impression of the resort. The telephone operator
also handles the business center. The resort offers secretarial services, Computers,
40

Photo copying and faxing services for bother the guest and the staff in the resort
and the billing part is also done by the telephone operator of business center.

BELL DESK
Mr. BONY is in charges of the Bell desk, be allots bell boy to take the guest to
their allotted room and see that the guest is comfortable the bell boy is generally
considered as a link between the guest and management. He explains the guest
how to make use of various equipment in the room. He also helps in delivering
Message, parcels and mails to the guest.

EXPECTED ARRIVAL & DEPARTURE LIST

They are prepared daily to indicate the member of guest expected to arrive,
deposit and stay over. Each evening reservation person, reviews the data for the
next day expected check-in guest.

REGISTRATION AT GREENWOODS
Steps involved in Registration are:1. Pre-registering activities
2. Creating a registration record
3. Arranging the room & room rates
4. Establishing the method of payment
5. Issuing the room
6. Fulfilling the special request.

41

ROOM STATUS
Effective room arrangement depend on the accurate and timely room status
information. This is found out by having th H.K. Status report, which refers to its
availability for, immediate to the room management charges in the H.K. Status
should be reported to the front desk.

ROOM RATES
Room rate is the price of overnight accommodation. The cost structure helps to
deduct the minimum rate of the room and the competition helps to crease the
maximum rate.
1. Commercial or Corporate rates
2. Compliment rate
3. Group rate
4. Family rate
5. Package plam rates

LOBBY
The front office is located with in the premises of the lobby. The lobby their
assumes important as it is the first and last area of contact of guest with in the
hotel. The lobby desk is situated in the heart of all co-ordinates between the guest
and hotel staff. The lobby manager who control the team of lobby supervisor, bell
captain and lobby attendance lobby of a large hotel may also have a guest relation
executive a lay to hand in house public relations with the guest. She is responsible
for receiving VIPs and attending to any co-ordination aspect regarding them.

42

ROOM LOCATION
When assigning rooms the Front desk agent must be aware of the
characterizing each room, difference between B/W room , he is furnishing
amenities and location for example a guest may prefer pool side room.

DIRECT BILLING
Some hotels external credit to guest by agreeing the bill the guest company for
charges.

CHECK-IN PROCEDURES
The check-in procedure start when the guest arrives at the reception desk and
the receptionist greets him with the time of the day and find out the guest has a
reservation.
a) If the guest has the reservation registered him
b) If enquiries for what kind of room accommodation he wants & checks for
the availability and quote rate.
c) If agreed, register the guest and if not suggested and alternative type of
accommodation.
d) If not agreed suggest the guest another hotel of the same standard to that of
you hotel.
e) Confirm the length to stay during registration.
f) Collect the deposit from the guest and give the reports.
g) Fill the key card and buy the finest.
h) Sent the bell boy and ask him to escort the guest to his room.
i) The bell boys acts as a salesman as the markets the products of the hotels.

43

CHECK-OUT PROCEDURE
As with arrivals certain basic procedures are followed at the guests departure.
1. As soon as the guest comes for a check-out, the cashier contains the
operations and gives the room number. The operation does group paging
the concerned floor house keeping and L.M.
2. The butler checks the consumption of minibar which can be charged to the
guest house keeping in case of missing items and the L.M. for specific
billing institution.
3. The billing office unit check that all charges and payments have been
posted to the guest account and have ready to present to the guest at checkout.
4. The cashier will ensure that any valuable left in the hotels safe or in a
safety deposit box and banded to the guest that the guest signs the receipts
and returns the safety deposit box key.
5. A print out of the guest bill is taken after all charges are posted. Minibar is
posted separately.
6. Bell caption will have the ready to handle luggage. Some hotel give
luggage slip when accounts and the bell caption will cleared luggage on the
lip.
7. When the room has been checked and cleared the house keeping will
check-out going guest of the departure list.
8. Once the account is settled boy is handles & luggage cleared the gust
depart with a norm is vital on to return.
SHIFT TIMINGS
1st Shift

6.30hrs to 15.30hrs

2nd Shift

15.00hrs to Midnight

Night Shift

20.00hrs to 7.00hrs
44

TARIFF
From April 01, 2009 to March 31, 2010
Peak

Summer

Winter

April to September
(MAP)

October to March
(Excl.Dec. 21 to Jan 05)
(MAP)

Dec.21 to Jan. 05 (AP)

Standard

3850/-

5650/-

7250/-

Deluxe

4400/-

6200/-

7750/-

Luxury

4900/-

6900/-

8500/-

Extra Bed

1100/-

1100/-

2000/-

Category

(xmas & new year)

15% Luxury Tax

The above summer and winter rates are inclusive of breakfast and dinner
Peak season rates include all meals
Check-in time is 12.00 Noon & Check-out time is 11.00 am.
Supplementary Charges : December 24th and December 31st @ Rs.1500/per person

45

46

HOUSE KEEPING

The House Keeping department ensures the cleanliness, maintenance and

aesthetic appeal of lodging properties. The House Keeping department not only
prepares on a timely basis, clean guest rooms for arrivals guest. It also cleans and
maintains everything in the hotel so that the property is as fresh an attractive as the
day if opened for business. The task perfom1ed by the housekeeping department is
official to the smooth daily operations of the any hotel.
In GREENWOOD there are 1 banquet hall, business center, beauty parlors,
health club and food and beverage. Outlets and different administrative officers to
be cleaned and supervised on day-to-day basis.
The Ex, House keeping used available resources to attain objectives set by top
management executives. Resources include people, money timework methods,
materials, energy and equipment. Thus an important part of the Executive House
Keeping hob in planning house to use the limited resources available to attain the
hotels objective.

47

ORGANIZATIONAL HIERARCHY OF HOUSE KEEPING DEPARTMENT

Executive House Keeper

Asst. House Keeper

Linen&Laundry

Floor Supervisor

Public Area
Supervisor

Desk Control
Supervisor
Night Supervisor

Tailors

Room Attends

Clock Room

Upholsters
Attendants

Attendant
Horticulturist
Head Houseman
Houseman
Gardener
Night Auditor

48

Regardless of the size and structure of house keeping department. House is

typically the responsibility of the hotels. G. M. to identify which areas of the
property house keeping departments are responsible for cleaning most house
keeping departments are responsible for cleaning the following areas . Guest
Rooms
Corridors
Public area such as lobby & Public rest
room
Pool and public areas
Management officers
Storage areas
Linen & Serving
room Laundry
room
Back of the house areas.
House keeping's cleaning responsibility in the Front and Back areas from
property to property. In most hotels house keeping has very limited responsibility
in relation to food preparation and production and storage areas. Kitchen staff
under the supervision of Chief Steward usually carries the special cleaning and
sanitation task required for maintaining these areas.
LINENS
Liners are the most important inventory item under the executive house
keeping responsibility next to personnel linen cost are the highest expensive the
house keeping department. Careful policies are procedures are needed to control
the hotel inventory of linen supplies. The Executive house keeping is responsible

49

for developing and maintaining control procedures for the storage issuing and
replacement of the type of linen inventories.

50

TYPE OF LINEN
The Executive House Keeping generally responsible for the main type of linen
bed, bath and table bed linen include sheet of various sizes and colours.
Matching pillows covers a mattresses pads or covers bath linen included bath
towels, hand towels, specially towels, washcloths and fabric bath mats.
The Ex. H.K. generally responsible for the man type of Linen bed, bath and
table. Bed Linen include sheet of various sizes and colours matching pillow covers
and mattresses pads or covers, towels, wash clothes and fabric bathmats.
LINEN ROOM
Linen room is the central dept. of all Linen stockinet clean articles are
distributed throughout the hotel from the Linen room. Linen the context means
loadable articles but linen staff may also handle blankets, curtains. Loose covers as
well as articles for dry cleaning whenever linen is use there is a saving of work in
linen room except in hospitals.
EXCHASGE OF LINEN
Different type of exchange system for exchange of dirty linen with clean
Linen operative in a hotel is as follows:
1. Directly exchange of Linen by the maid.
2. List of handle the articles.
3. Take them to the linen room at a set time each day and clean the linen
collected later delivering day.
4. Dispatch down a linen shoot and the floor stuck of clean linens made up
later in the day by the room staff.

51

STOCK TAKING
This is done at a specified interval in order to check the amount of linen to
know when to order new linen and to know when to order new linen & if possible
to check-on the losses. It may be done every month depending on occupancy of
the hotel.
For economy mending should be carried out before laundry, but dealing soiled
and wet articles is too pleasant so mending is done on clean linen. - en room for a
different purpose will make any article that cant be used

LINEN AND UNIFORMED ROOMS

The Linen usually service as a box of operation. Be most house keeping and
usually control of a supervisor who has the responsibilities for ontrol of all linen.
Floor linear parties carry par and linen sufficient number of room which the closet
is designed for:
a. All housekeeping calls are received.
b. House supplied are issued.
c. Handling of Laundry.
d. Issue of linen to the departments.
e. All house keeping key kept and controlled.
REPORTS
The HR department has to prepare the following reports for a proper
functioning of the department.

1.

HOUSE ROOM REPORT

This is completed daily by the room boys after physically checking the rooms
the floor supervisor re-checks the work and makes sure everything is scheduled
52

.2.

ROOM CHECK LIST:

The supervisor checks this. The checklist gives the entire picture of the room
and amenities the list has to be followed while the room is being cleaned.

3.

HOUSE KEEPING REPORT

It is prepared in triplicate

5.

a)

1st copy-

b)

2nd copy - Front office

c)

3rd copy - Bask copy

ARRIVAL AND DEPARTURE INTIMATION

RECORD.
All the guest's arrival and departure details are recorded on this book on a daily
basis.

5. HOUSEKEEPING MAINTENANCE RECORD

This is prepared in duplicate to record all maintenance work connected

with the engineering department.

6.

GENERAL MAINTENANCE RECORD

This is prepared in duplicate to record all maintenance work onnected with

the engineering depmiment.
53

7. TORE ROOM REQUISITION

All the items required for the department are obtained from the -~ores thought
the slip the requisition slip has to be signed by the executive housekeeper
8. LOST AND FOUND VOUVHER
Any articles left by the guest are kept in the lost and found room.
If the guest does not have forward address the finders of the articles get . Ie.

9. LINEN STOCK REGISTER

Linen stuck is taken once in a month the register records the received quantity,
records and inventory records.
10. LINEN EXCHANGE REGISTER
Linen exchange is done only against every time a linen/uniform IS issued the
linen room attendant counts how much linen has been bought back and is used raw
linen against it.

54

JOB DESCRIPTIONS

EXECUTIVE HOUSE KEEPER

a) Supervises all house keeping employees, lines new employees as needed
discharge employee when needed and writes warning notice :hen policy has been
violated. Evaluates employees in order to pgrade when opening arises.
b) Plans the work for H.K. Dept. and distribute assignment all accordingly
assigns house-man, linen room and maid to their regular duties or any special
assignments that need to be accomplished. Schedule employees assigns extra days
of according t occupancy forecast.
c) Inform new employees to regulations. Train and assigns new employees to
work with experience help. Checks on the works of these employees occasionally
and the report made by the section house keeper.
d) Inspects the H.K. Staff periodically to detuning. If they use on duty d checks
the quantity and quality of work.
e) Approves all supply requisition such as spreads & bathroom rags, maintain
lost and found dept. and is responsible for all lost & found items.
ROOM ATTENDER
Duties And & Responsibilities
Perform routine duties in clealing and serving the guest rooms and both under
close supervision of an inspector.
Enters and Prepares Rooms for cleaning.
Make the Bed .
Dusts the Room and Furniture.
Replenishes the guest room and bathroom supplies.
Clean the Bathroom.
55

 Clean the Closet.

Vacuums and Ranks the Carpets.
3. HOUSE PERSONS
Duties and Responsibilities
Performs any combination of the following task to maintain guest room g
areas and the hold performs in general in a clean and orderly manner.
4. LOBBY ATTENDANT
Duties & Responsibilities
It's basic function is to keep all lobby's and public areas in a neat and clean
condition.
1. Clean & mountains al~Jobbies and public rest rooms.
2. Sweeps carpets.
3. Empties ashtray's cleans.
4. Polishes Furniture and Fixture
5. Vacuum and Polishes elevators.
6. Keep the front of the hotel from dust.

7.

LINEN&AND UNIFORM ATTENDANTS

Duties& Responsibilities
1. sorts count and record number of items
soiled.
2. Places linen and uniforms in containers for transport to laundry.
3. send turn articles to seamstress for repairs.
4. Count and records linen to fill requisition.
5. Issues linen and unifonns to be exchanged on a clean for soiled basis only.
6. Examiners laundered items to ensure cleanliness and service ability.
GENERALSGENERAL SEQUENCE FOR GUEST ROOM CLEANING
56

1. Enter the guest room .

2. Bring cleaning tidy and air out of the rooms.
3. Strip the bed
4. make the bed.
5. Dust the bathroom .
6. Clean the Bathroom .
vacuum the Room.
7. make the Final check.
8. Note room on assignment sheets and proceed to the next room.
FOLLOW OF LINEN THROUGH ON PREMISES LAUNDRY .
1. Energy laundry user';ca basic cycle on operation. This cycle includes the
2. Collecting soiled linen.
3. Transporting Soiled linen to the laundry.
4. Sorting.
5. Washing
6. Extracting
7. Finishing
8. Folding
9. Storing.
10. Transporting linen to use area.

1. Collecting Soiled Linen

Room attend cleaning guest room should strip linen from beds and bath areas
and put them cart. Items should never be piled on the floor where they can be
worked on and soiled further or damaged. Room attendants may also s ... linens by
soil type and put them into specially marked plastic bags
2. Transporting soiled linens to the laundry
57

Linens are either lad-carried or carted to the OPL Employees who are hand
carrying linens should be careful not to allow items to drag on the floor. Further
soiling them dragging linens can also create safely far staff that could trip over
trading items.
3. Sorting:
Soiled linens should be sorted by the degree of solving any by any type of
fabric. Both type of sorting help prevent unnecessary' war and damage of linens,
cleaning rag should always be separated and washed by themselves, never with
linens that guest will use.
3. Washing:
After linens are sorted, laundry workers collect batches of laundry and deliver
them. To the washer linens should be weighted before there are put into the washer
to ensure the washer is not over loaded weight is imp. For measuring OPL output.
5. Extracting:
Extracting recover excess moisture from laundered items through a high
cropped. Sp in this step is important because it reduces the weight of the country
and moves it to dryers, extracting also reduces drying time.
6. Finishing:
Finishing gives the linen a crop swizzle force appearance. Finishing may
require only dying or may include ironing linens should be stored out by fabric
type before they are dried.
7. Drying:
Items that are dried generally include towards, wash clothes and some non-Iron
items dying and temp. Vary considering for different types of linen.
8.Ironing

58

Sheets Pillow Cases, table clothes and slightly damp napkin go correctly to plat
warms irons. Iron varies in size and degree of automation uniforms are generally
pressed in special ironing equipment.
9. Folding:
Since some properties still do of folding manually, folding unusually sets the
pa for the linen room. Washing & drying items faster than they can be folded leads
to unnecessary resolving.
10. Storing:
After folding items are post sorted and stacked. Post sorting separately any
linen types and size that were missed in pre-sorting. These should be enough
storage room for at least one p .... Finished items should be allowed to rest on
selves for 24 Hours after laundering because many types of linens are moist easily
damaged might after washing.
SHIFT TIMINGS
1 st Shift

06.30 hrs to 15.30 hrs

2nd Shift

15.00 hrs to Midnight

Night Shift

20.00 hrs to 07.00 hrs

59

CO-OPERATION OF HOUSE KEEPING WITH OTHER DEPARTMENT

During the course of work the H. K. comes into impact with particular every
other dept. and if the work and that of their colleagues is to be unhindered friction.
B/w one dept and another is kept to the minimum.

FRONT OFFICE
Front Office and House Keeping both are concerned with rooms. The first one
with selling the rooms and the second one with preparation of rooms. The House
Keeping relies on F.O to let them know about the arrival of guest V.I.P. arrivals
where special request have to be met. House Keeping notifies the reception of
ready rooms and as soon as the room is cleaned.

FOOD AND BEVERAGE SERVICE

Co-operation here is mainly concerned with linen and cleaning of food and
beverage outlets. Service dept. ensures that the linen is not misused and the time
for exchange of linen is expected. In case the service dept. requires extra linen for
banquets. They notify the House Keeping department.

60

ROOM CHECK LIST

ROOM
NO:

ARRIVAL TIME ...............

DATE...............

CHECK OUT TIME..............

ROOM ATTENDER NAME..............

BEDSHEET

BEDSHEET

PILLOW

DOUBLE

SINGLE

COVER

SOAP

SHAMPOO

101
102
103
104
105
106

ROOM ATTENDER

61

TALCOM

BUBBLE

TOOTH

SHAVING

HAIR

POWDER

BATH

PASTE

KIT

CAP

FOOD AND BEVERAGE PRODUCTION

Follow the recipe but not blindly the ultimate test is asking the following
question is to tasty will the customer like it.

All the personnel in the kitchen at "Water Scapes follow the above un written
rule. They will trying to produce the best products to top appetizing and pleasant
to all senses.

The kitchen and work brigade was a concept includes ensuring smooth
functioning & smooth workflow.

At "Greenwoods" the kitchen is headed by the ex. Chief who shoulders all the
responsibility of all the meals served at the hotel duty. The kitchen is sub divided
into diff. Sections and they are then headed by the sous chef who reports to the
accurate chef.

These subordinates include chef-de-parties below who are the assistants or

commIes below them are the trainers and appredites and also industrial trainees

62

ORGANIZA TIONAL HIERARCHY OF KITCHEN

Executive Chef

Sous Chef

Chef - de - Party

Commies - I / Commies - II

Trainee / Apprentice
This dept is divided into the various' sections for smooth functioning as
mentioned below:

Butchery:
Maintains stocks & directly co-ordinate with the purchase department for meat
poultry & seafood.
It is responsible for the standardization of cuts and portions as include by the
executive chef and delivers it to different other section with the quality as required
on a daily basis.

63

Garde manger
Mainly a cold kitchen responsible for executing various 0 .... to different
outlets of the hotel. They make all the s for the budget. They also have made the
cold cuts. They also have ice-carvings for the banquet functions. This section is
located at 2 levels near to the butchery and sweet kitchen. Out of 12
salad prepared for the salad counter one is non-veg. The salad is accompanied
by the six various diff. Salad dressings. Besides they also prepare centerpieces like
vegetables carving cold cuts, cheese board is also method.

Salad Dressing
Thousand Island dressing.
Honey mint & Yogurt
Coriander chilly yogurt dressing.
Vinaigrette Dressing
The Salad which are made for the dinner buffet are prepared & packed and
refrigerated when it is time for dinner buffet the salads are sent' to the restaurant
with the cover on.

Sweet Kitchen / Banquet Kitchen

A sweet kitchen is mainly responsible for the preparations of sweet items for
the banquet functions; this section prepares sweet items like rasmalai, Mysore pak,
and carrot halwa. This section is located at the 2nd floor.

64

Main Kitchen
This is changing of banquets and the out door catching section. They also make
the salad and the cold cut for coffee shop. Once the menu is received from he
banquets for the panty, it is point up on the notice board in the kitchen. The main
kitchen is divided into hot & cold sections. The ... section prepared food according
to the menu. The cold kitchen takes care the salads they also prepares the salad for
the lunch and dinner for the coffee shop. It is located in the executive chefs cabin
on the lobby level.

Pantry
This kitchen operates for 24 hours, which is located in the main kitchen nearer
to the coffee shop room service & other departments. This department is
responsible for the preparation of fruit juices, ice teas, tea, coffee, bread toasts,
sand witches etc.,

Continental Kitchen
The Kitchen operates 24 hrs and looks often the specialist section of
continental cuisine including Soup & Sauces.

Indian Kitchen
This section is further divided into tandoor, mughlai & South Indian sections. It
basically looks after the day to day. The Indians sweet section also a subsection of
the Kitchen, earn through. It i~ clubbed with banquet at 2nd level.

65

DUTIES AND RESPONSIBILITY

Executive chef is head of the kitchen. He carries the full responsibilities of the
kitchen and he much act both as a cook and as an administrator. He must have a
strict sense of economy and efficiency. He principal function is to plan, organize
supervise the work of the kitchen and allocate duties to the staff.
a) He complies the menu in consultation with the food and beverage managers
.
b)

He order & required quantity of raw material and check the quantity in

accordance with the purchase order.

c)

He prepare a pre determined percentage of project.

d)

He is responsible for staff selection and dismissal in co-ordination with

the personal department

e)

He is responsible for general cleanliness and maintenance of the kitchen

f)

He personally supervisors all the preparations.

g)

He prepare duty roaster of the staffs and he is the departmental head and

responsible to the management

EXECUTIVE CHEF
He is in charge of the entire kitchen center kitchen and is required the construct
menus in conjunction with sous chef imp functions, he is responsible for the entire
kitchen and takes important decisions about the amount of labor machines and raw
materials that are required for a particular day the allocation of duties of each
departments. He checks the organizational objectives are set for his department.

66

SOUS CHEF
He is responsible for ensuring that the products produced are of high quality in
this section. He ensures smooth functioning. He is more of a administration. The
Choux Chef is concurrence with the executive chef hiring peoples for vacancies in
his section. He is responsible for division of work and responsibilities to ensure
smooth operations. He overseas all the operations in this section personally handle
special and very special food and beverage items.]

CHEF DE-PARTIES
He reports to the Choux Chef and in his absence is responsible for the
operation of certain food items, he, however overseas he preparation of other items
in this section.

COMMIES
There are responsible for the actual production of the food items for the meal
and do the work preparation of ingredients fan cooling, weighting and measuring
of quantity of good to be produced and actual cook of food

TRAINEE / APPRENTICE
He assists the commies and chef the parties in the work they do and is
requested to help the in preparation of ingredi~nts. He however is not allowed to
prepare food items or dishes or do the actual cooking. He is required to teeth the
items from the stores.

67

INDUSTRIAL TRAINEES
The industrial trainees assist in the all the production function, which are done
in the kitchen.

WORKFLOW
The flow of work can be divided into the following steps:
Purchasing / Requisitioning Receiving
Storing
Pre-preparation
Finishing / Cooking Holding
Serving / Portioning Cleaning
Purchasing / Requisitions
Foot items required in department are requisitions from the food stores with the
help of food storeroom requisitions glowering slip. The items to be
identical/requisitioned are written down on the slip by the commies. Chef with the
size and amount of each written in the farm.

Receiving
After delivering all the items the storekeeper writes the mount delivered ,
issued and puts his signature on the delivered column. If items are not available
the sore keeper take the necessary steps to acquire such items. The trainee, the
double checks the items received with the quantity issued written down in the
farm. After consuming that every thing is in order the trainee sign I in the column
received by.

68

In GREENWOODS the Indian choux chef is required to keep tracks of all the
milk, fruits, and vegetables stand in the cold room & ensure that they are
adequately stores. He should also ensure that onions & potatoes are. In the FIFO
containers and ensures that the First in First out principle is followed. Storing
All items that can be stores at room temp. are stored in a cup board.
Under lock and key. Egg, oil, lentils, salt, tomato and other canned items floor
is stored in a big movable container which can be locked when required, Butter,
yoghurt, buns, creams, opened tinned fruits are kept in refrigeration in 50 _ 80 c.

Pre-Preparation
This process involves getting the food ready for cooking as finishing.
The following are the general, process followed water scapes manager,
washing of in gradients, peeling & scraping of fruits and vegetable prawns,
pairing, cutting of meat, vegetable ..

Holding
Holding of various items at suitable temp. is essential in order to prevent
detritions of food products due to bacterial communication various items are help
as follows in Greenwoods s.

Dessert, pastries, cakes are held in the kitchen prior to final decoration and
pick-up.

Bread, sweets, mixtures of yada, dosas, and idlies, prepared in bulk are held in
the walk-in-coolers.
69

Hot curries, soups and dishes prepared are held on a hot plate until the pick up.
Buffet items foods are held during servicing using a chiffon dish for keeping the
food hot.

Pasty & ice cream trolley held the temp. Hiring service at Marashad's lounge.

SHIFT TIMINGS
1 sl Shift

06.30 hrs to 15.30 hrs

2nd Shift

15.00 hrs to Midnight

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ALLIED DEPARTMENTS
1. SECURITY
It is the function of this department to safeguard the hotel and guest belonging and
maintain an orderly atmosphere in the hotel.
It is also an active department in the waterscapes.
Functions of Security in the Greenwoods
To protect the guests
To protect hotel property as well s guest property
Security person is the First & last person who wishes the guest.
They control keys of all departments
They maintain time office register.
Security Department in any hotel deals with overall security 1.e. maintaining
peace and order and control of the hotel. In every hotel the security plays an
important role. Right from the entrance into the hotel premises and to leaving the
hotel, the guest and staff are checked by the security, directly or indirectly
Greenwoods
The Security office is situated in the ground floor where seating arrangements is
provided for the security Manager along' with his guest or staff
Who visit him? At the entrance there is the Time Office where staff and employee
sign in their register while entering and leaving the hotel.
One Security Officer Checks all the staff and employee or outside person wants to
bring any valuables inside the hotel; it is first checked and entered in the register
as staff belonging. to avoid pilferage. Each security personal is checked by the
security personal of the next shift.

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SECURITY ORGANISATION
CHIEF SECURITY OFFICER

SECURITY OFFICER

DOORMAN GUARD

TIME OFFICE

OFFICER

Account Department is responsible for keeping records of all transaction in hotel

to infom1 the guest follows system of accounting in respect to income the position
involved checking the accuracy of the amount reported this ensuring that the hotel
requires all the money spend.
The Accounts Manager leads this department.
Accounts Department in the hotel makes the provision for uniform classification
of income and expenditure, assets and liabilities presents the financial results of
the operations to the management.
FUNCTIONS
Accounts department post all financial dealings of the hotel in their respective
books as well as audit all the transactions. The accounts department
also gives the staff salary and wages against the voucher, issue to them by the
personal department the other functions are:Managing the accounts of restaurant and them sales.
Preparing financial statements
Profit and loss account
Balance sheet & Budget.
72

PURCHASE, RECEIVING & STORES PURCHASE

Purchasing can be defined as a function or a task concerned with the search,
selection, buying, receipt, storage and final use of a commodity in accordance with
the catering policy of the establishment.
The person employed for the purchase of food and beverage for an
establishment will be responsible for not only purchasing, but also for the
receiving, storage and issuing of all the commodities as well as being involved
with the purpose for which the items are purchased and the final use of them. The
purchase manager is responsible for managing the purchase department.

Duties of Purchase Manager

1. Responsible for the management of the purchasing office, receiving,
stores and cellar areas.
2. Purchasing of all commodities.
3. Ensure continuous supply of all items to the user department.
4.

Research into products, markets, price and trends etc.

Qualities of a Purchase Manager

1. He should possess high moral and ethical value.

2. Loyalty to the establishment.
3. Accepting only standardized products.
4. Should have good judgment quality in terms of price, service, food
items, selection etc.
73

PURCHASING PROCEDURE
1. A requisition form an authorized no. of staff related to any department
make a request for purchasing item.
2. Then selection of the source of supply.
3. Negotiating with the suppliers and entering into a contract with the
suppliers.
4. The contract with the supplier has to satisfy all the condition of the contract
that is time of delivery, quality, quantity, size, mode of payment etc. to
reject goods if it is not up to the nuns.
5. Accepts goods ordered after inspecting and maintain a register to make,
sure that materials obtained are those for which order was placed and also
adjust, if any discrepancies arise that can be solved later.

STORES
The main objective of a good store is to ensure that adequate supply of
foods for the immediate needs of the establishment are available at all
times. Most food materials need to be stored for different length of time and at
different temperatures to preserve their shelf life and wholesomeness till required
for preparation of service.

74

These are mainly three types of storage:1. Dry Storage.

2. Refrigerated Storage.
3. Frozen or Low Temperature Storage.
All the types of storage have its advantage and disadvantages for instance freezer
storage can dehydrate the food and diminish food quality. So while storing some
of the points have to be borne in mind for each type of storage.

The different sections of the Accounting Department:

Financial Accounting:
It refers to the accounting for revenues, expenses, assets and liabilities. It
involves the basic accounting process of recording, classifying and summarizing
transaction. The area is often limited to the accounting necessary to prepare and
distribute financial reports.

Cost Accounting:
It is the branch of accounting dealing with recording, classifications,
allocation and reporting of the current and prospective costs. Cost accounts
determine cost by department function, responsibilities and product and services.

Auditing:
It is the branch of accounting involved with reviewing and evaluating
document, records and control system. The external auditor revises the financial
statements of the hospitality operations. It's underlying internal control system and
is accounting records to render as opinion of the financial statement.
75

Tax accounting:
Tax planning to minimize the tax payments is a sufficient part of the tax
accountants work. Tax accounting in Leela Goa focuses in income tax at federal,
state and local level, but also include sales, excise payroll and property tax

INVOICE
Every guest who checks into a hotel receives an invoice, called a check, the
total charges incurred by the gl{est during his stay are out. The charges include
room charges, tax, room service, laundry

On check out the charges are itemized on a guest check along with the
balance or amount due. An invoice or guests check-in a request for the payment.
When a guest check-in presented, the guest is requested to settle the amount by
paying the balance and a paid receipt is given to the guest when the account is
settled.

CASH RECEIPT
Cash receipt revenues received by the hotel from the various sources for
accounting purpose, any transaction paid by the cash travelers check or a credit car
in a cash receipt. A joumal is a book-keeping device, accounting information is
entered daily. Revenue received from daily sales are entered in a cash receipt j
oumal.

76

3. PERSONNEL DEPARTMENT
Personnel Department is one of the important non-revenue operation I
departments. This department looks after the staff facilities and problem.
Personnel department,. is responsible for the recruitment, dismissal, transfer, ;
promotion of staff, their salary, administration indiscipline, grievances, !
procedures issuing identity cards for the staff, food card for the staff, induction
program, locker facilities. In GREENWOODS this department is divided into 2
learning and development department and HR Department. training manager
heads the L & D department and H R Manager heads Hr department

HIERARCHY
Training Manager / HR Manager

Training co-coordinator

Personnel Assistant cum Steno

Timing 9 am to 6 pm Sunday closed.

Functions of the Personnel Department
1.

Recruitment of selecting of the staff

2.

Wags and administration of the hotel

3.

Industrial relationship

4.

Training & performance appraisal

5.

Welfare & Consoling

6.

Responsible for ID Card, Canteen Card, Pay slip, training Certificate,

77

This is an important department and has 4 objectives which are:

',~ ..
a. To give meaning and purpose to the job of every employee.
b. To maintain a high level of motivation and morale.
c. To ensure that employees are properly qualified and trained.
d. To minimize absenteeism turn over and on the job accidents.
charges etc.

The primary responsibilities of the department include the following:1. Recruiting, Interviewing and Hiring New Employees.
2. Implementing and Administering Employee Policies and Personnel
Procedures.
3. Establishing Training Goals and Budgets Devising Procedures and
Conducting Training Programs and Seminars for Management as well as
Employees.
4. Monitoring and Enforcing the Job Safely.
5. Ensuring Compliance with Employment and Regulations.
6. Presenting a Quality Image of the Hotel Staff to the Public.

Federal Law prohibits employees from discriminating on the basis of age,

colour, sex or religion, but the hotel can and should be selective.
The responsibility of the safety manager is to ensure a safe work
environment for all hotel employees.

78

The safety managers duty include setting safety standards, maintaining

statistics regarding accidents and injuries and implementing safety policy and
procedures.

THE IMPORTANCE OF HUMAN RELATIONS

It is often said that people are a hotels most important assets. Finding
quality employees is more difficult than finding quality furnishings or equipments,
but the quality of the staff has a profound influence on the feeling of hospitality
that a hotel seeks to create. Besides satisfying guests, it is also the hotels
responsibility to provide a "fair, meaningful work environment of its employees.

EMPLOYEES RECRUITMENT
Employees Recruitment is the process of attracting qualified employees and
is one of the jobs of the personnel department.

79

4. MARKETING
Marketing is so basic that it cannot be considered s a separate function.
It is business seen from the point of view. Business success is not determined by
producers but by consumer.
The selling to be effective must be followed by may marketing activity
such as need assessment marketing activities such as need assessment marketing
research product and development pricing and distribution.
Marketing has its origin in the fact the humans are creating needs and wants
since many products can satisfy given need, product in chosen by the concept of
value cost & satisfaction. A market is a group of people who share similar needs.
The marketing mix consist of four points they are:
Product
Price
Promotion
the 5th one namely the "People" is increasingly recognized. So, it is necessary to
learn how to turn on the employees to serve there outside peoples.
The service marketing stage for reaching external markets is through:
1)

Personal Sales cell

2)

Seminars

3)

Trade shows & exhibition

4)

Seminars

5)

Mailings.

But in the hotels it is equally important to reach the internal market by

motivating. The employees creating special skills to service provides personal
training and finding to increase service productivity.
80

CO-ORDINATION OF SALES & MARKETING WITH OTHER

DEPARMENT
Food & Beverage Service:
Sales and marketing department gives forward the forecasting of banquet
party, acc to which the food & beverage department prepare themselves.

Food & Beverage Production:

On getting the banquet booking, the sales marketing depaIiment puts
forward the Banquet function chart to the Food & Beverage Production
department who prepares food and beverage accordingly.
Maintenance:
Maintenance department does all he maintenance works for the sales &
marketing deparernnt.

Sales Process
Establish Sales Effort.
Identify Sales.
Develop Personal Prospect Selling.
Quality Sales.
Effort.
Strategies.
81

Sales Performance
Sales Function
Sales Programme
Sales Organization
Presume Direction
Sales Direction
Functions:
Sales and marketing department of a hotel makes propaganda of facilities
available.

By correspondence.

By personal contact.

By offering discounts to institutions, embassies

etc.

By advertising.

The sale of hotels facilities include on the following:

Rooms.

Food and beverage.

Banquet, board rooms / conference halls.

Club facilities.

Health-club facilities etc.

82

5. ENGINEERING AND MAINTENANCE

The engineering and maintenance department is responsible for any
maintenance of the building, furniture, fixture, taps and pipes, lifts, electrical
outlet, plug points & switches for rectifying faults in the service provided like air
condition plumbing etc., sometimes when guest lost keys, the workshop at the
engineering department makes duplicate keys, besides changing the location of the
lever by altering the lock and key panel of the door. Some times the tables & chair
gets damages; this department repairs them. The coolness, which is provided at
every floor, is also maintained & repairs from time to time by this department.

The departments also maintain the equipments such as mixtures, grinder,

and kitchen cooking ranges used in kitchen. In Greenwoods hotel the engg. &
Maintenance dept. is situated in the ground floor on entering the engg. Dept. You
can see big & noisy machines & generated doing their work. The engg. Office is
situated inside. Chief engineer heads the dept.. In front of his table. There is
checklist which has all do's and don't a lot to be followed while doing the job. On
the left of his office is supervisor office. In front of it is the generator room. The
assistant engg. Office is situated just near to the chief engineer. He is responsible
for all he engineering & maintenance job of the hotel in case chief engineer is
absent.

83

HIERARCHY
CHIEF ENGINEER

ASSISTANT ENGINEER

SUPER VISOR

A/C Mechanic

Electrician

Carpenter

Plumber

COMPLAINT BOX
If any guest complaints about his rooms for any maintenance or for areas,
lift etc., then such types of complaint are entered in this book.

PURCHAS INDENT
When the maintenance dept. requires any things or items to be lidded, the
chief engineer fills into the purchase order fun with details regarding the items
registered

Maintenence ordership
The form of indicates that a particular department requires the job of
maintenance

84

Function of Engineering. & Maintenance Department:

Inspection:
This is concern with the routine, schedule check of the hotel facilities.
Engineering
Involves alteration of improvement and improvement in the existing
equipments Department carries out all repairs needed in hotel equipment.
department is of vital importance in the hotel. This department maintenance of
different equipments and other work done hennery etc. in the hotel. Without this
department, the hotel will --5;:- disgrace and beauty after sometime.
1. Building:The department starts its work with the start of the construction of the
hotel, right from the architect, to the construction, like doors and windows,
floor and ceiling, interior decoration, etc. is taken care of by this department.
2. Air-conditioner:Among the electrical equipments in the hotel air-conditioner is of great
importance. Air-conditioning is fitted and needed in ever room and even in
halls. The different types of air-conditioner are:a. Central AC.
b. Window AC.
c. Split AC.
d. Air Cooling.

It is the department's duty to look after all the air-conditioners and make sure
they are in the proper state.
3.Electrical:Other electrical equipments used are generators, motors, lighting etc.
are looked by the engineering department.
4. Ventilation :The fresh nautral air and the exhaust system are all taken care of by the
department.

5. Swimming Pool :Pool side has always been a great attraction, so its been taken care of
especially so the construction etc. of the pool also come under this department.
6. Water System :Water is the most essential thing and is being taken care of very nicely
because without it, the hotel cannot run. So the arrangement of water, storage,
distribution, heating, chilling and softening are all looked after by the
Engineering department.

6. Emergencv :All types of emergencies are dealt by this depmiment such as accidents,
natural calamities and other desperate times.

COMMITMENT
Being a III year student of CHERRAANS ARTS SCIENCE COLLEGE,
I would like to say that this hotel is perfect for undergoing Training in service.
I have worked as trainee in service department. The executive staff of the
hotel gave me his valuable time in giving the practical knowledge while doing
his duty.
Even though, I have so many difficulties to do service. I have faced much
more exploitation from my superiors. Even though I could of their pressure my
working hours could be inconvenient at same time I received tremendous job
satisfaction in the establishment.
So, I played many types of work in this department of this hotel. The
staff of this hotel is really very helpful and particularly in this department and to
co-operation.
So far to my knowledge the hotel Greenwoods Resorts, Thekkady one of
the best training and helped and trainee to reach their goal in future carrier.

CONCLUSION

The project report and its information to be complied, was pain-stacking

The project report which furnisher the infonnation importance tern and
procedure being followed by the hotel in a unique body knowledge and imparts
infonnation nd generates interest to me ular of the hotel "Greenwoods ".

The chapter have described in such a way that a reader can go through the
chapter in minimum time, the appendixes and the department literature made
available heavy testimony to me fact that the fonnat provided to him by the staff
member in compiling the project report.

I got a chance to work at hotel "Greenwoods" but I did not get an

opportunity to gather maximum information at all dept. and to acquire the
knowledge of the functions. Though not highly successful in gathering all the
information, but still I managed to present a report, which had all the contents of
having almost all the information of the departments.

I would be highway satisfied if this project reply is able to impact &

capsule of first hand knowledge to its reader and get to know most vital aspect of
reader feed back.