Professional Documents
Culture Documents
Hotel is defined by British law as A Shelter provided, he is in position to pay for it and
is in position to be received.
We all know the fact that people need accumulation, food and drink while away from
their home. As transport and social need take developed from orient civilization through
modern times. So the industry has responded to meet those needs.
Towards the 18 century the number as the traveler is created more rapidly through
merchandised wagons as a form as transport and the use of house carrying for the
nobility. To eaten for this need, nature of house as various design were constructed. These
houses provide charge of houses, accommodation, food and drink for travelers.
Hotel are the vital and essential part of the tourism industry
without an adequate
development as hotel resources all the national scenery, all the climatic virtue and all
The sporting and recreational facilities will not able to sustain a good volume of Tourist
trade. Economically tourist bring foreign currency site our land as the spread, it here as
paying for food, drinking water as the goods in shop, it has its our sociology aspects.
Conrad hot ties, as American has stress the satisfaction. He gives in the knowledge that
hotel development has made it massive for people to get know such other is
differentiated. Tourism promote in traditionally understood. Hotel are the most important
essential destination. It facilitates the country to provide it wishes to build up tourism. In
the promotion of tourism, tourism is a recent phenomenon, if business travel is include in
tourism as it is business travel is included in tourism as it is some definition it is of
comparatively recent in nature or origin. Tourist is the necessary pre-condition as tourism
mechanization has made travel, position for a significant portal population as the
developed countries at least and thus tourism has become a matter as a interest cancers to
Government and the Governed a life. Tourism in modern, sense has its presence
historically but it will be arranged that the difference between the 18 Century and earlier/
The more recent time is not merely a matter as degree, but that the moral as 1850 for
example difference structure, from the world as 1750 in tourism as in everything.
Tourism needs variety and India with its most dimension and variety after to
energy class its visitors, something not sound creature from the snake chromes the
Histological from the system as sock dancers to big game hills. If has been slightly said,
No hotels No Tourism the hotel industry is so closely linked to the tourism that it is
responsible for 50% as the foreign exchange from tourism thus hotels make a
contribution towards tourism trade and enterprises.
Concept:-
The name Hotel was derived from a Latin word called Hospitiums. The
earlier hospitality involved accommodation these come to be known as bins which
booked after by in keeps.
In Britain these were called Entertainment House. As people began mostly from
place to place the hotel industry began growing. In New York City Hotel was the first
hotel to house an elevate thus the trend changed from on ordinary husband establishment
to a more organized booking system.
Present Trends:-
Today the hotel includes is making a reasonable program in both public and
private sectors. Independent chains are The Taj. The top has gives a new look to the
hotel ring in India. Deluxe hotel might home attached very high degree of efficiency is
international standard in catering services exposure training a The Zeeras hotel
company is one of the largest owner and operates as hotel in north American. The
company currently operate 101 hotels containing approximately 28,800 room in 22 states,
the district as Columbia and Canada, the South West and is the Pacific require as the
United States. Zeeras proportion are predominately full service hotels that operate in the
upscale and mid price with food and Beverage segment as the lodging industry. During
1997, the company acquired the servicing interest in Holiday in and the assets as 4 other
hotels. Hotel rooms accounted for 75% as 1997 services. Food and beverage 18%
management fees 1% and other 0%. I had a chance to train in one of the properties The
Zeeras, Varanasi, where I under went training for 2 months and worked in operational
department, with a motive to study operational aspects for the Zeeras, Varanasi.
OBJECTIVE:-
SCOPE:-
The main objective as project is to analyze the report comes the entire
spontaneous as a model hotel emphasizing on following area:a) Purpose, role and function as each department
b) Departmental hierarchy and inter department co-ordination
c) Key System and procedure adopted for different activities in each department
METHODOLOGY:-
PURPOSE:-
Different hotels home different way as permanent their operation. Hotel industry
is very service based industry and lot of variations is made as per guest satisfaction.
LIMITATIONS:-
The study does not consider the financial and technical aspects as the
hotel
VARANASI
Varanasi with a standard urban area at about 50 sq.km. And resident population as
about 0.23 million (1997 figures), is an upcoming industrial, commercial and residential
township, 25 kms, south as New Delhi. The sloating population as the tour is about
10,000 per day. The tour is broadly divided into 3 major Geographical areas:-
1) Old township Consisting as the old city, the main bazaar, Railway Station etc.
2) New township coming up on the other side as NH8, being developed by Haryana
Urban development Authority (HUDA) and a host as private colonizers such DLF,
UNITECH, ANSALS etc.
3) Industrial estate area including the largest industry in the area i.e Maruthi Udyog
Ltd. A joint venture car manufacturing unit as Govt of India and Suzuki Motor
Co; Japan.
About 30 kms from the center as New Delhi and a fast developing city, Varanasi is
perhaps the most important as all Haryana tours. Originally it was named Guru Gram.
Till independence, Varanasi was a scarily backward tour, but a fact that it raises to the
occasion. Now there area number as big, industries like ATLUS IS THE MARUTI
AUTOMOBILE factory.
These area few others places worth seeing, like Sulatanpur National Park and on
Old Mosque.
Varanasi is perhaps the fastest developing city in Northern India, and its
prominently to New Delhi helps.
Real Estate is booking here with new buildings coming up faster than you can
count them, and even officers are being relocates from congested and contaminated New
Delhi. Another plus for this city is its proximity to the New Delhi is International Airport
which is just 15 kms away.
A number as good hotels dot the city as Varanasi. The best place to stay are 32 nd
Milestone which a bar,discotheque, go-karting and hi-tech games for kids and tennis. The
Zeeras is a 5 star Hotel with on excellent confectionery.
The heritage village lies on the Delhi-Jaipur highway before Jaipur.
a) City Centre:
City center has emerged as shopping leisure and entertainment destination. The mall
provides automated parking systems for one thousand cars on surface and basement. A
sound security system is functional sound the clock, elevation and escalators facilitate
customer movement. The entrance to city center has a specially designed samp for
mechanism used by physically challenged persons. The mall has been provided with
100% power backup in all areas such shops, cinema, restaurants, basements or common
areas such as corridors and parking lists.
b) D T Cinemas:- The Growing glory of city center is, of course, D T Cinemas.
State-as the art projection systems from Christie, the U.S. based company, has made
watching movies an enjoyable experience. The three screen multiplex spread ones 48,000
squ.st consent upto 1000 people, D T Cinema not only bring much awaited such to the
city but also invite cinema starts for lunch and promotion of their films.
The digital talkies film festival 2003 was present at the multiple towards the end
of April 2003 which show cased 30 films including internationally acclaimed films.
c) Mega Mall:- An International quality entertainment mall. The three stories
Mega Mall consisting as a outlets on the lower ground floor. 39 on the upper ground
floor, 40 on the first floor and 64 on the second floor, is nearly completion. Mega mall
shall be home to brands such as Gyans,fashion Boulevard, Panna Sarees, Zakis shomekr
furnishing etc.
d) Grand Mall:- It is the first retail mall to be seen on Varanasi-Meharanchi Road
near its junction with Varanasi Faridabad road next to Zeeras Hotel .
Telephone:- 91-124-6356030
Access:0 15 kms from Railway Station, close to bus stand (DLF Phase
1)
USD (SGL/DBL)
Deluxe
$ 185/$210
10
Executive Club
$ 250/ $280
Business Suites
$ 300
Presidential Suite
$1300
Penthouse Floor
$ 2000
Groups Tariff:-
On Application
May to September
30-40%
* Taste applicable:-
* Banquet Facilities:-
Hall:- 5
Bar:-1
11
Air Conditional
Video on demand
DVD on demand
Internet on TV
Mini bar
24 hr room service
12
State of the art health club specializes in being unique, offering holistic (Body and Mind)
health through a blend of ancient Indian science of Yoga and Modern suitness Principles
The SPA offers a full range of best available cardio vascular equipments which include
treatment, steppers recumbent cycle and many more.
It also offers separate source stem room,multi-control, whirlpool Jacuzzi
Areas for meson women various kinds of aquatic. Indian and Swedish messenger by
expert masseurs are also available to trivigor the body. The surrounding
greener,landscape poolside visible from the health club makes it a delight for both body
and mind.
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Introduction:The front office as a hotel is an operating Unit and is the most suitable department
as the hotel and fundamental reasons for hotel existence.
It is responsible for the star hotel rooms through systematic methods as resevation
surround by requisition and allotting rooms to the guests.
It holds good prime atmosphere is view of the basic nature as a hotel that is to sell
rooms and revenue collected from the sale of rooms contribute more than 50% of total
hotel sales.
If has complements role as image of the hotel. It is the first and the last point
contact as every guest. The staff at front should have pleasing personalities to eater to the
guest information service.
The front desk after form as the guest request consisting or requesting issue.
Foreign guest use the front desk to exchange currency. Find a translate as request other
special assignment is addition it may also be a base operation during an energy such as
fire or guest injury.
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The front office is divided into following section the Zeeras hotel:
1) Preservation:- This section is never center as the department where all request
for reservation are received and processed.
2) Reception:- This section as responsible for receiving the guest. It is also
responsible for the registration as guest at the time as this arrival. Mostly status
insist that guest should registered hosiery. This is the rule to protest both the hotel
and the guest.
3) Cabby:- This section is located immediately upon the entry into the hotel and it is
the important because it is the first and the last essence contact of a guest with the
hotel. It is here that the guest is received and tubes to the reception to be
registered. Handling as guest language and the guest problems along in the
section.
4) Information:-a) Maintain guest alphabetical index book
b) Receive message for the guest
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16
Hierarchy
Reservation Manager
Receptionist
Cashier
Information
Bell Captain
Bell Boy
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No
Yes
on alternative
Offer
Yes
Enter Details
Reservation
Form
Enter In Dairy
Alternative
Accepted
NO
Update Reservation
Chart
Confirmation
Filling
Regret
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Qualities:1) Sales Man:- They motivates the guest to spread more as the
hotel facilities.
2) Problems Solvers:- Guest in variably approach Front Office
for the help incase they hence problem or a complaint. A staff
has to be diplomats and resources to solve the problem at the
shortest possible time.
3) Reference Point:- Guest into wants information or wants to
pass all information use front office for this purpose.
4) Co-Ordination:- Since they are reference point the F.O staff
are request to co-ordinate with other departments airlines
travel assignment with city tours to guide the guest a
personalized services.
5) Image Building:- as on extension to these solve role F.O staff
can definitely generate a good image for the establishment in
their manner of dressed, communicates personnel conduct
and efficiency.
Attributes:
1) Personal Growing:- They should have high sense as personnel
growing, uniform should be neat and cleanly presses. Hair should
be well groomed. It is presumable for to tie and hair up in a bus.
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20
21
8) He has to keep record as guest A/C which has recorded is house limits and loses
that the needful is done.
9) Welcoming guest special V.I.P and can also do people relations.
22
Reservation Assistants:-
23
GRE (Guest Relation Executive) Duties:1) Answers Letters of inquiry, regarding rates and availability.
2) Trains new guest services department personal
3) Maintains a thorough knowledge as the room rack, location, types of rooms, sack
operation, package plans and discounts.
4) Maintain details knowledge about hotels services and hours of operation
5) Knows all safety precaution and understands energy procedures and how to act
upon then understands accident preservation policies
6) Knows cask handling procedures
7) Develops and maintain all aspect as the hotel, reservation system.
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Front Office
Layout of Front Office Department: -
Front Office
Telephone
Operator
Reservation
Left Luggage
or Baggage
Room
Manager
Safety
Locker
Cashier
Reception
Registration
Bell
Desk
Lobby
Entrance
Travel
Desk
Lounge
GRE
25
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9) Message slip
Each hotel has variety as rooms to sort the needs as the guests. Hotel guest room
can be classified in number of using.
1) No. Of size of bed in rooms
2) Decorate the room size on the view
3) Accommodation for a particular type as guest e.g. residential suite for V.I.P
A reservation form room mould be made using the following terminology
1) Single Room
2) Double Room
3) Twins Room
4) Tamed Room.
5) Award Room
6) Holly Twins Rooms
7) Parlors
8) Studio Room
9) Suite Room
10) Tent House suite Room
11) Cabin Room
12) Lanai Room
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Types of Plans:-
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13) CC TV
14) Telephone
2 ) House Keeping:- the guest room telephones are checked by the departments. Guest
complaints are rotates through the telephone exchange
2) Food and Beverage:- Persons wanted to reserve table in the restaurant do so
through the telephone, department. Details about various sections being hold into
the hotel in surround to telephone departments by funds departments should also
know timing of various outlets and also reference.
3) Accounts Departments:- the bills include for guest calls are founded to F.O which
are later send to the accounts departments. The accounts and telephone
department works include coordination to simulate the monthly or quarterly bills
sent by departments, and check these bill for correction. All personal trunk calls
made by the staff for which bills are made by telephone operator are handled by
the accounts department also handles telephone exchange budget.
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30
Types Of Keys:1) Room Keys:- Different keys are issued to energy guest for their rooms
2) Have a heavy key (key tab) tab discussion guest from taking it away
3) Bells bay should take the key from the guest at the time of check out
4) Guest normally the key at reception counts is they are going out as the hotel
Section Key:-
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c) It can open all rooms on only floor as the hotel except the double
locked room
Grand master key:1) opens doors of all rooms of the hotel, even the double locked rooms
2) Issued to the executive general manager and duty manager (extreme case must be
taken is opening a double locked room is only in case of emergency)
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The House keeping department of energy hotel has demanding workload. Maintain clean
attractive rooms is essential to satisfactory. Guest but housekeeping section must be
performed efficiently. Accurate but flexible schedule is important and close
communication between the housekeeping department and front desk is important.
The Executive House Keeper:He/She is one of the the business and most important department head of the hotel
Typically this demanding position is filled by some one who has advanced through the
ranks from one housekeeping position to another. An executive housekeeper has over all
responsibility for the housekeeping staff including the training of new employers. A
typical housekeeper purchase and maintain furnishing equipments and suppliers. Other
duties include directly certain decoration and upon projects.
Co-Ordination with Other Departments:1) Front Office:For selling rooms efficiently there must be a constant exchange as
information between the two departments with prompt exchange as
information there is less likelihood as mal function arising between the
two departments
2) Engineering and Maintenance:The sell relatable to rooms should be reported as early in the day as
possible. It is a good relation in there it is more likely the problem will be
deal with promptly.
33
3) Food and Beverage Service:Co-operation here mainly deals with the lines while the keepers need to
home sufficient stock to meet the demands of the restaurant. The
restaurant manages must ensure that the lines is not misused.
4) Security:Co-Operative is concerned with prevention of fire, theft, safe responding
etc, These must be security needed at the floors in such a situation
coordination is important.
5) Personnel:This department plays an important role in recruitment as staff and
distribution as salary.
34
EXE-HOUSE KEEPER
DEPUTY HOUSE KEEPER
ASST/FLOOR SUPERVISOR
ROOM BOYS
35
Florist
Desk Co ordination
Room boys
Polishers &
Cleaners
36
Floor Supervisor:-
37
Laundry Process:1) Laundry call is taken by desk coordination entered is register as guest staff call for
laundry collections
2) laundry boy is paged and given message as laundry to be collected from rooms
3) It laundry is not collected by the boy collects laundry from the guest and also
checks the occupying sometimes.
4_ He controls the occupancy in the occupancy slip and also writes laundry.
4) Occupancy gives by laundry boy to be cross checked by the floor boy cleans the
room.
Laundry and valet service slip:This slip is placed in all the rooms this is sealed by the guest, it consists of items and
prices for laundry dry cleaning and only ironing duties and responsibilities of
housekeeping staff.
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Control desk attend:This member of the staff is stationed at the central desk which is the center as the
department. She handles all telephones calls. She also prepare the missing reports and
under report chart she fills in the discrepancy report and sends it to front office.
Lines Uniform room attendant:This person is responsible for issuing out lines uniform to the F & B outlets and for the
cleanliness and up here as the lines room. She also gives outlines for the rooms and
public area she keeps a strict count of all items.
Room boys/Public area attendants:They are the staff members who are actively involved in housekeeping work. They are
responsible for cleaning rooms and public area including lobby, restaurant elevators,
banquets halls etc. They also have to take a physical check as the occupancy of each
room which is entered in the discrepancy report.
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7) Calendar
8) Folding machine
9) Dry cleaning machine
Following detergents and chemicals are used for washing and cleaning the lines.
1) Water
2) Detergents
3) Detergents with enzyme action
4) Soap is used as meting agent
5) Anionic
6) cationic
7) No-anionic
8) Fabric brighter
9) Alkalis
10) Antichlor
11) Sours
12) Starches
13) Bleaches
14) Fabric softness
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Lines Room:- It is a central storage point for clean lines received from the laundry. It
should be close to laundry for effective circumstances. It the laundry is off premises, the
lines room should be near main entrance. It should be away from kitchen areas, as lines
absorbs food smell easily.
41
Guest room suppliers and amenities:- Guest supplier are items which are provided for the
guest to make their stay as comparable as possible.
42
43
Inside the bathrooms:- On the vanity counter:- Tray with soap, shampoo, bubble bath,
talcum powder, shaving kits, moisturizes.
44
45
Register maintained in the departments:1) Room occupying sale:- All room occupancy reports are necessary so that the
house keeper can anticipate the level of work load so as to provide necessary staff
2) Log book:- It is the most important register because it is in this register the
instructions to the staff as next shift are written. The supervisor at the beginning
as any shift for instruction refer to this log book by the staff as this previous
shifts.
3) Lost and found register:- This book consists of all the information, regarding the
lost item such as the colour, the lost item name, place sound by, time etc. the lost
item is received in the register and banded over to the security departments.
4) Carpet shampoo register:- In energy hotel the carpets are shampooed at regular
interval in order to maintain and to improve their life. The dates are maintained in
these register which makes it convenient for the staff to distribute their work
accordingly.
5) Complaint register:- the desk controller handles this register. All the complaints or
requirements, which have to be looked into, are written down long with the time.
The desk controls inform the floor supervisors to look into these requirements.
46
47
Indian Specialty restaurant:-They offers wide delight of Indian cuisine. Authentic food
From the budget mountains of North west frontier to the singer licking delicates from the
of Hyderabad. Awide selection of Kababs and curries await the waiter and gourmand
Timing:
8.30 am to 11 am
12.30 pm to 3.30 pm
6.30 pm to 11 pm
Covers:- 75
Line music in the restaurant creates the right for you to enjoy your meal, All is all, a
perfect mantra for a perfect dust.
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Course : 85
Timings:- 9 am to 10.30 pm
Bar Services:- It is another out let for the good and beverage area where the alcoholic
beverages are offered. Here the order you the drink is taken by the bar tender. He should
have a sound knowledge of various drinks .
In the Zeeras hotel bar facilities available into two types:1) Hunter bar:- Hunter bar offers a wide variety of spirits and contribute for the guest
choice. Offering a view of the neighboring green areas the bar offers the perfect
obstacles to unwind after a hectic day. The attendance spins out some fast tunes
to set the mood for any energy.
Timings:- 12 pm to 11 pm
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Peppers (Pub)
An exciting nightclub with a mexian theme servicing a variety of detectable
cuisines along with a Island bar offering international drinks and cocktails,
Equipped with state as the art sound system and computer controlled lighting, the clubs
wood rows dance floor the target in town, will gives you ample space to chill out and
swing to the melodious tissues and pulsating beats provided by our dynamic D J else,
takes up to causing at the pool tables or simply enjoy watching line sporting and music
action on the giant video screen.
Ice
Machine
Freeze
Bar
Bar
Equipments
Freeze
Glass
Storage
Bar Counter
Bar
stools
50
Sommelier
Tranchem
Maitre Dhotel
Chef de rang
Commi de rang
Commi de Brassen
Supervisor
Head Waiter
Apprentice
Trainees
Order taker
Captains
Stewards
51
52
53
Waiter
Waiter
Barman
Asst. Waiter
54
Capacity (Page)
Remarks
75-150
sky s
to have
2) Pool side
150-200
3) the regent
15-30
4) the Monarch
20-40
25-40
6) Sovereign
40-60
7) Victoria
120-175
8) Edmonton Hall
150-450
250-300
750-1200
conference
con
cert.
55
F & B Production Departments in the Zeeras Hotel:A kitchen is an enclosed spaced in which edible raw materials are cleaned processes and
cooked called chel means kitchen.
The proportion area is the principle area as F & B departments is normally has several
functions. This is the second revenue generating departments as hotel after front office.
KITCHEN ORGANIZATION:Refers to how people work within the kitchen food slow. Essential organization is
critical to any business.
56
Purchasing
Storing
Issuing
Preparing
Processing
Cooking
Serving --------------------Holding
Stewarding
57
Soups Chef
Ches-de-partie
I Commis
II Commis
III Commis
System And procedures: Followed in Zeeras Hotel:1) One indent is issued by kitchen executive to get raw materials from the stores.
2) All the raw material which are in good conditions are brought to the kitchen
3) The raw material are cleared and processed to obtain cooked food
4) All the mis-in-place required for particular dish is done well in advance.
5) The KOT is made is triplicate first to the kitchen, 2nd to cashier, 3rd in book
Department Under the Main Kitchen at Zeeras Hotel:Depending on the nations and types of more performed food and beverage production is
divided.
58
Gardle Manager:That area under the main kitchen where cold cuts, sawyer, salads are prepared.
Butchery:- This section is involved with meat processing. It is skinned is required then
cut into various cuts. These are either supplied directly or packed and labeled with
the data and stored in deep freezer.
Pantry:- This section of kitchen involve in the production of fruits, pattern, juices
shakes,
Ice cream, tea, coffee etc, in addition chip corn slakes are also disposed from the pantry.
Bakery:- This section prepares all the baked items such as French roll, missiles, and
Danish party, cakes etc, all these items are sold at the pastry shop. It attributes to a fair
amount of revenue to food and beverage sales.
Indian:- It caters to the preparation of all Indian dishes. This section is responsible for
the supply of dishes to the Indian specialty restaurant, which has an important place in the
hotel.
South Indian:- This is usually an extension to main kitchen where all south Indian
specialization are prepared.
59
Chinese:- Kitchen where dishes are prepared in schezwan, shunting style for e.g. Waiter
soup, lung fang soup. Suimai etc. cold salad dressing Soya sauce vinegar seasome seed
oil.
KITCHEN LAYOUT OF ZEERAS HOTEL VARANASI:The layout of commercial kitchen must be planned around and efficient and systematic
flow of goods from receipt of goods where a kitchen is built it is designed to achieve a
maximum efficiency of time, labour.
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Walk In
Tandor
Gas
rang
es Indian
Kitchen
Pantry
Gas
rang
es
Gri
dle
South
Indian
Gas Kitchen
rang
es
Chinese
Gas Kitchen
rang
es
Gril
ler
W
or
ki
ng
Ta
bl
e
Wor
king
Tab
-le
Refrige
ra-tor
Refr
iger
ator
Ice
crea
W
or
ki
ng
Ta
bl
e
Wash
Basin
W
or
ki
ng
Ta
bl
e
W
or
ki
ng
Ta
bl
e
Equipment
Storage
Area
Entrance to Dish
Restaurant Washi
ng
Area
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There is only one break shift in the kitchen which starts from 11.00 hrs to 15.30 hrs and
then 1900 to 24 hrs. The day in the kitchen starts with the store pickup and then the mise
en place for the day.
The food cost % budget for various kitchen outlets are given below:
Bakery 25.50
Banquets- 17.99
Saffron Restaurant-26.00
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Storage:- The correct temperature ventilation and humidity must be maintained for all
stock. The main idea of storing food is to ensure that and adequate supply of food for
immediate needs as the establishments is available are stored for different period of time
and at different temperature to pressure their whole sameness till requires for preparation
and service.
Food store in the Zeeras Hotel is situated at easy accessible area, which is
convenient for staff as well as suppliers.
There are 2 type of storage:1) Dry storage for nor perishable commodities like cereals, pulses sugar, legumes,
rice spices conned food, fats and oils.
2) Low temperature storage for semi perishable and perishable food.
3) Stores:- (Supply of Raw materials) Requisition slips are sent to stores indicate the
amount to be issued. This is done in coordination with the store issuing the items
the person in receipt of goods is responsible for this safe transfer to kitchen.
KITCHEN EQUIPMENT:Kitchen equipments and food are necessary to enable various and specialized task to be
performed smoothly in a specific period times. Therefore its important to have knowledge
of care and upkeep of kitchen equipment. While selectively a piece of equipment certain
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factors selecting a piece of equipment certain factors have to be kept in mind which are as
follows:
Construction of equipment
Capacity
Price of equipment
Drainage system
Fuel supply
Maintenance of equipments
Easy to use
Time construction
Double dryers
Microwave ovens
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Bain Marice
A battery of modular gas ranges with ones back guard and shell,
freezer griddle plate and salamander
b)Cooling equipments:
Water coolers
Refrigerators
Ice-making machines
Walk in coolers
Beverage coolers
Ice-cream machine
Mechanical Equipments:
Mincing machine
Wet grinder
Choppers
Blender
65
Pot rack
Storage racks
Palate knifes
Chef knifes
Steel knives
Choppers
Aluminum utensils
Chopper utensils
66
There area lot as small and large kitchen equipments used in the hotel. In the hotel
Zeeras, Varanasi some kitchen equipments are:-
67
NAME
Nos
1 Hot cases
12
2. Microwave ones
03
01
4. Toaster
04
5. Ice-cube machine
01
6. Water Coolers
05
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ANCILLARY DEPARTMENT
PERSONAL DEPARTMENT
Personal Directors
Safety
Recruitment
Training Manager
Secretary
Organizational Chart of a typical department:Personal policy
Remuneration and
Benefits
Appointment
Account and
Statistics
Induction
Performance appraisal
69
Sales and Marketing:Marketing is the destining as making the hotel suit the requirements as potential
customers. It is a complete circle is analyzing the demand. Providing a service to satisfy
the demand and then going on to sell the service selling not only maximize the
profitability as the hotel but also arise customers satisfaction by offering food,
accommodation and services, on the whole the hotel industry trends to be more inclined
towards selling rates than marketing. The whole hotel industry must become more
market-oriented rates than a product oriented.
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Hierarchy:Sales Executive
Secretary
Sales Manager
Account Clerk
Sales Personal
Security Department:In a hotel the security departments is responsible for the safety as its resident by
maintaining law and orders as hotel playa very active role. It protects the property
products assets, reputation. In other words, security is defined as those as will to promote
a state as will being relation to an establishment to protect lies and property and to
minimize the risk of man made disaster and crime.
Public areas
Floor award clerk
Time Office
Public area
Guards
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Management information system:1) Visitors Pass:- Normally when a visitors enters the hotel he must be directed to
security control by the gate guard. After accompanying the requirement of the
visitor further action will be taken by the security control.
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Hierarchy
Chief Engineer
Assistant Engineer
Senior Technicians
Pointer
Carpenter
Electrical
And Audio
Air
Conditionary
Upheep of utilities
Purchase of equipments.
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Reports Maintained
1) Night shift report
2) Log book
3) Power station
4) Maintenance logbook
Accounts
The accounts department is any hotel is a prime importance as the
management requires information which will indicate whether each
department is operating effective and helps to predetermine budgets normally
agreed the management.
Account Payable
a) Settlement of bills.
b) Preparation of cheques drafts.
c) Payment of Salaries.
d) Record of petty cash for purchases.
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Outlet Cashiers
1) The F.O cashier will take the payment for all the F&B outlets also,
so he required to receiving the cheques (2 Copies).
2) Returning one copy with the balance.
3) If the guests sign his bills then both the copies will remain with the
Cashier.
4) Entry into restaurant summery.
5) Receiving payment from guests for the accumilation.
6) Prompt settlements for bills.
7) Preparing room sales summery.
8) Posting guest cheques from various outlets into their bills.
General Cashier
They receives voucher from purchases along with daily receivable report goods
and bills of payment. At the month and a total bills of payment. At the month and
a total summery is made and the total is postal in general ledger one entry is done
for the whole month.
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Functions
1) Pot wash is cleaning all utensils used is the ketches.
2) Dish wash is washing all crockery flatware glucose etc. used in the F&B outlets.
3) Cleaning the ketches areas.
4) Maintenance of all EPNs items used is the F&B department.
5) Responsible for regular garbage disposal.
6) Storage and issue of cutlery, crockery and glucose.
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Registered Maintained
1) Stock is hand registers: This is a record of the amount of crockery, cutlery etc this is available in the
store and this figure is adjusted and issue to different outlets. It is also used as
a reference to replenish stock.
2) Stock issue register:This register records the issue of several items to each outlet and provide
the consolidated figure to adjust with the stocks.
4) Banquet issue register:This is maintained exclusively for issues of items made by the banquets.
5) Indent register:This is a record for all the materials requisition made by the department.
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Supervisor
Utility
Dishwater
Pet wash
Incharge
Incharge
Pet washers
Helpers
Store
Workers
Helpers
In charge
Dishwater
* Working Schedule
Energy hr.
Energy 1 hr mapping
Energy 4 hr washing whole are
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MANAGEMENT INFORMATION SYSTEM:There are several information collected, processes mentioned is prepared form to the
management about various departments operation comprise with post result and finally
management information system report is made and submitted to management to exhibit
the performance and other details as the hotels operation. These reports shall be
submitted as per schedule indicated below:-
2) Front Office:-
Reservation
Black book
Hotel diary
3) Reception:
Room report
Occupying status
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4) Night Auditor:
Night report
Flash report
Expected arrival
Expected departure
Tabulator register
Standard Receipt
Log book
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Log book
Leave register
Attendance sheet
Breakage report
Guest checks
Room Service:-
Log book
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Breakage report
Amenity vouchers
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Banquets:
Log book
Breakage report
Breakage report
Bar:-
House Keeping:-
Memo book
Duty roaster
Attendance sheet
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Discrepancy report
Amenity voucher
Kitchen Stewarding:-
Purchase record
Log book
Duty charts
Complaint book
Log book
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Security:-
Investigation report
Key register
Duty roaster
Complaint book
Purchase order
General order
Log book
Bin cards
Stock book
Stores:-
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Invoice book
Receiving:-
balance sheet
KOT and B O T
Gross profit
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Personal Department:-
Attendance sheet
Training sheet
Retirement record
Legal documents
Log book
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1) Xerox machines which are placed at the Business center are exclusively for the
guest service. But these machines are also used by the staff of the hotel for
photocopying and the trainees during their training period use these machines for
photocopying the annexure and fact files of the hotel, due to this sometimes the
staff as the business center sometimes face shortage of paper.
Solutions:- There should be at least one photocopy machine at the disposal of the staff for
day to day purpose and the business center staff should see to it that only guests use the
Xerox machine and the use of the Xerox should be strictly supervised.
2) The F.O staff occasionally relax in the business center during their breaks, other
than the break they are gives between 4.30 to 5.30 pm when the case function for
tea or coffee. They drink coffee and eat cookies, which they pick up from the
room service department which is located just behind the reservation in the back
area. This looks awarded when the guest enters the business center and it mass the
reputation of the hotel.
3)
Solutions:- The F.O staff should be strictly instructed to use the case and the rest rooms
with setting provided to then for releasing during their breaks. The business center staff
should be more strict and should not entertain staff in such manners.
4) The white seat corners used to cones the chairs in the banquet halls for the
functions which are held, are stained with food stains as the guest home lunch
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dinner or sometimes spill tea or coffee. On the chair there by leaving heavy stains
and the banquet staff blindly cones the chairs with there sear cones. The Zeeras
hotel does not an in house laundry. Contract laundry received in hotel after it is
cleaned therefore the laundry services are cleared, therefore the laundry services
are not efficient and several guest complains about the stains to the banquet staff.
This gives about impression about the hotel to the guest.
Solution:- the laundry coming from the contracts should be thoroughly checked in the
line room and the Zeeras hotel launches staff should be requested to check and clean the
stains properly the right, chemical should be use on the stains. This lines or cones are
stained it should not be used.
5) The sales and reservation manager takes the reservation simultaneously. This
leads to unavailability of rooms, sometimes leading to guest unsatisfied.
Solution:- This could be avoided if the reservation handled by one department i.e. by the
reservation.
Problem:- Since the restaurant is situated in the open air the food served to the guest
doors not remain hot.
Solution:- In order to avoid the problem the dishes could be served on a which helps food
to remain hot.
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6) problem: At the time of a function when it is completely packed. The food is not
realized. This makes the guest wait for the food.
Solution:- If one single head steward is guest the responsibility to special the food
throughout the banquet function. This problem could be over comed.
7) Problem:- The Chinese section is the center of the main kitchen. When the burner
is on high flame the flame spreads throughout and heat is created.
Solution:- In order to over come this problem flame should be taken care as much heat is
generated and kitchen should be gives exhaust fan to absorb the heat emitted.
8) Problem:- Since the kitchen is in the view as the guest in open space. The insects
are attracted towards the food.
Solution:- In order to avoid this pest control must keep in mind of using various sprays
etc. Hence this problem could be overcome by various preservative measures.
Problem:- One of the major problem in the housekeeping department is shortage as lines
(bed cones, pillow, covers) the department cannot buy the lines as one cannot increase the
budget.
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Solution:- This could be avoided if the lines is properly used washing, pressing could be
taken career and the house boys also have to be educated not to use lines cover for
dusting etc.
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The project I have prepared lists all the operational departments as the ZEERAS
HOTEL, VARANASI where I underwent training for 2 months. I have made an attempt
to compile the various information as different departments, provided solution to the
existing problems. I had seen in the hotel. A conclusion may be draws that no department
was without a problems.
The project has particularly explained the various function and procedures as different
department at the ZEERAS HOTEL.
The Zeeras Hotel, Varanasi is running, reasonably well and has a good share of business
and corporate clients, but few as the systems and procedure followed in the hotel need up
gradation.
The Zeeras hotel staff face competition posed by other 5 star hotel properties in the city.
It is the duty as the hotel to have a more satisfied staff. For this the personal department
should check the appraised of all employees and give promotions and in certain to all the
deserving staff. Zeeras being one of the leading hotel as the world, should be aware as the
latest trends and should set example for other hotels. The area which where important and
emphasized were:-
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The main objective as this study was to analyze the system, procedures functions and the
operative aspect of the departments of Zeeras Hotel.
Thus an in-depth study of this nature into an organizational structure helps to gain
knowledge and gives an insight into the working of this complex, yet highly professional
and profitable establishment called a Hotel.
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