INDUSTRIAL TRAINING REPORT

GRAND HYATT MUMBAI

Off Western Express Highway, Santacruz East, Mumbai,
Maharashtra 400055
BY
HIMANSHU PORWAL
II YEAR, B.sc IN HOSPITALITY AND HOTEL
ADMINISTRATION
NCHMCT ROLL NO. 151258

SEMESTER III

INSTITUTE OF HOTEL MANAGEMENT,

CATERING TECHNOLOGY AND APPLIED
NUTRITION
AHMEDABAD

INDEX
Grand Hyatt Mumbai | By:- Himanshu Porwal

ACKNOWLEDGEMENT
INTRODUCTION TO HYATT HOTELS
HISTORY AND GROWTH OF THE HOTEL
INTRODUCTION
SUB BRANDS OF HYATT
GRAND HYATT MUMBAI
ACCOMMODATION AT HOTEL GRAND

HYATT
FRONT OFFICE
MISSION STATEMENT
FRONT OFFICE HEIRARCHY
RACK RATES
FACILITIES AT HOTEL GRAND HYATT
ADDITIONAL FACILITIES
HOTELS COMPLEX
RESIDENCES
DINING AT GRAND HYATT MUMBAI
GOALS AND STRATEGIES
CONCIERGE
BELL DESK
COMMUNICATION CENTRE
BUSINESS CENTRE AND MEETING ROOMS
Grand Hyatt Mumbai | By:- Himanshu Porwal

LAYOUT/ FLOOR PLAN OF HOTEL

FORMS AND FORMATS
ACKNOWLEDGEMENT
It is my proud privilege to acknowledge a sincere
and deepest sense of gratitude to MR. SALLA VIJAY
KUMAR, INDUSTRIAL TRAINING COORDINATO R,
IHM AHMEDABAD, for providing me this big platform to
experience the valued training of hospitality sector.
I would also like to express my gratitude to Ms.
Prachi Karnik, training manager and all staff of
Grand Hyatt regency for their immense support,
continuous guidance and impartation of their
valuable knowledge which made this internship
successful.
I would also like to thank my beloved parents and
my friends for their utmost assistance during my
internship
I consider it my privilege to have worked with some
of the best professionals in the country and got the
chance to acquired knowledge from them.

Grand Hyatt Mumbai | By:- Himanshu Porwal

INTRODUCTION TO HYATT HOTELS

Hyatt Hotels Corporation is an American multinational
owner, operator, and franchiser of hotels, resorts, and
vacation properties. The Hyatt Corporation came into
being upon purchase of the Hyatt House, at Los Angeles
International Airport, on September 27, 1957. In
2016, Fortune magazine listed Hyatt as the 47th-best U.S.
Company to work for.
Hyatt Hotels Corporation, headquartered in Chicago, is a
leading global hospitality company with a portfolio of 12
premier brands and 667 properties in 54 countries, as of
June 30, 2016.
The Company's purpose to care for people so they can be
their best informs its business decisions and growth
strategy and is intended to create value for shareholders,
build relationships with guests and attract the best
colleagues in the industry.
The Company's subsidiaries develop, own, operate,
manage, franchise, license or provide services to hotels,
resorts, branded residences and vacation ownership
properties, including under the Park Hyatt, Grand Hyatt,
Hyatt Regency, Hyatt, Andaz, Hyatt Centric, The Unbound
Collection by Hyatt, Hyatt Place, Hyatt House, Hyatt Ziva,
Hyatt Zilara and Hyatt Residence Club brand names and
have locations on six continents.

HISTORY AND GROWTH OF THE HOTEL

Grand Hyatt Mumbai | By:- Himanshu Porwal

The original owners were entrepreneurs Hyatt

Robert von Dehn and Jack Dyer Crouch; after a few
years, Von Dehn sold his share in the hotel to
entrepreneur Jay Pritzker. Jay's younger
brother Donald Pritzker also took on an important
role in the company.
Over the following decade, acquisitions were made,
and Hyatt became the fastest-growing hotel chain
in the United States. Donald died in 1972; Jay
continued to run the company.
In 1969, Hyatt opened its first hotel outside the
United States, the Hyatt Regency Hong Kong. In
1980 the Grand Hyatt and Park Hyatt brands were
introduced. Hyatt runs resort hotels, starting with
the Hyatt Regency Maui in 1980. As of 30
November 2015Hyatt had over 627 hotels
worldwide.

INTRODUCTION

Grand Hyatt Mumbai | By:- Himanshu Porwal

 Name of the Hotel:- GRAND HYATT MUMBAI

Distance from international airport:-9kms
Domestic airport:-6kms
Bandra Kurla complex:-3kms
Downtown(nariman point):- 21kms
HYATT REGENCY MUMBAI :- 8kms

The Grand Hyatt Hotel is situated in SANTACRUZ,

only 10-15 minutes away from the domestic and
the international airport terminals.

Facts about the hotel

Owned by: - Juniper hotels pvt. Ltd
Architect: - Lohan Associates, Chicago
Interior: - Chhada Seimbieda Remedios, California
Landscape: - SWA Group Sausalito California
Art Work: - Rajeev Sethi Scneographer New Delhi

SUB BRANDS OF HYATT

Park Hyatt is Hyatt's luxury brand. Park Hyatt
hotels are mid-sized properties located only in
premier destinations and cater to affluent
individuals.

Grand Hyatt Mumbai | By:- Himanshu Porwal

 Andaz hotels are upscale, boutique-inspired

lifestyle properties that distill the best of their
local.
Grand Hyatt hotels are large-scale hotels that
provide upscale accommodations in major
cities.
Hyatt Regency hotels are aimed at
convention and business travelers as well as
leisure travelers and are located in urban,
suburban, airport, convention and resort
destinations around the world.
Hyatt Place hotels are mid-sized properties
designed for families and business travelers;
they are located in urban, airport and suburban
areas.
HYATT house (formerly known as Hyatt
Summerfield Suites and Hotel Sierra)
properties are extended-stay, residential-style
hotels and smaller-to-mid-sized upscale
properties with modern style located in urban
and suburban locations across the United
States..
Hyatt Resorts are vacation destination
properties, including beach, mountain, desert,

Grand Hyatt Mumbai | By:- Himanshu Porwal

golf and spa properties across the Park Hyatt,

Andaz, Grand Hyatt, Hyatt Regency, and Hyatt
brands.
Hyatt Vacation Club properties provide
members with timeshare ownership in
residential-style properties with the same
service of the Hyatt brands

GRAND HYATT MUMBAI

GRAND HYATT MUMBAI is a city landmark. Built on
10 acres of land in the centre of the city, GRAND
HYATT MUMBAI is a five star deluxe lifestyle
complex that includes luxurious hotel
accommodation with Hyatts signature Grand Club

Grand Hyatt Mumbai | By:- Himanshu Porwal

facilities and excellent service. Grand Hyatt

Mumbai is a landmark multi-dimensional lifestyle
complex set up in the heart of Mumbais newly
emerging financial and diamond district of BandraKurla and only few minutes from the domestic and
international airport terminals. With over a million
square feet of development ,this grand complex
comprises of 547 guest rooms and 110 fully
serviced apartments, five restaurants, a fully
equipped health club and spa, one of Mumbais
largest ballrooms and over 100,000 sq ft of space
dedicated to a shopping plaza.

ACCOMMODATION AT HOTEL GRAND

HYATT
Grand Hyatt Mumbai has 547 luxurious rooms
that offer comfortable stay to the guests. The
rooms cater to the needs of both the business and
up market leisure travelers. The rooms have
spacious bathrooms that are connected to large

Grand Hyatt Mumbai | By:- Himanshu Porwal

bedrooms. For those who plan to stay in the

commercial capital of India for more than 21 days,
Grand Hyatt Residences are the ideal choice. The
Grand Hyatt Residences promise to provide the
convenience of a hotel with all comforts of home.
The spacious guestrooms are warm,
sophisticated and welcoming with well appointed
bathrooms that have over sized shower and bath
areas. All rooms are equipped with 25" flat screen
television, two telephone lines, voice messaging
system, functional workstation, with computer data
ports for broadband connectivity, personal safe
large enough to accommodate a laptop ,in-room
tea and coffee maker and an executive bar . two
luxurious floors have been dedicated to Grand Club
guestrooms ,with access to the private Grand Club
Lounge

FRONT OFFICE
MISSION STATEMENT
We provide authentic hospitality. We make a difference in
the lives of those we 'touch' everyday that is our
definition of hospitality. We do this in an environment
that respects all people and all ideas. We do it in an
efficient way that leads to superior results.

Grand Hyatt Mumbai | By:- Himanshu Porwal

10

Sub Departments Of Front Office At Grand Hyatt

Mumbai

BUSINESS CENTRE

TRAVEL DESK

BELL DESK

FRONT OFFICE DEPARTMENT

GUEST SERVICES

FRONT DESK LOBBY

GUEST RELATIONS

GRAND CLUB LOUNGE AND

FRONT DESK

FRONT OFFICE HIRARCHY

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RACK RATES

Grand
Grand
Grand
Grand
Grand

King- 10000 INR

Queen- 10000 INR
View King- 11500 INR
View Twin- 11500 INR
View Queen- 11500 INR

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Club King- 13500 INR

Club twin- 13500 INR
Club Queen- 13500 INR
Verandah Suite King- 18500 INR
Grand Executive Suite- 20000 INR
Diplomatic Suite- 28500 INR
Presidential Suite- 79500 INR
NOTE: - These are the average rack rates,
in hotel GRAND HYATT MUMBAI, rack rate
fluctuates on daily basis.

FACILITIES AT HOTEL GRAND HYATT

With over 20,000 sq ft of conference and
meeting space, Grand Hyatt Mumbai is set to take
its place as the citys most sophisticated and
technologically advanced conference hotel.
Featuring one of Mumbais largest ballrooms, that
can be divided into three sound proof sections,
seven additional meeting rooms and a variety of
both indoor and outdoor venues within the
complex, Grand Hyatt Mumbai is the hotel of
choice for any occasion

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Grand Hyatt Mumbais Club Oasis offers an

extensive fitness Centre and Spa equipped with a
state of art gymnasium, a spa with a wide range of
relaxing treatments steam rooms, Jacuzzis and an
outdoor pool. Tennis court is also available.
A 24-hour Business Centre provides a broad range
of services 24 hours a day for the convenience of a
business traveler.
Grand Hyatt Plaza comprises two levels of
shopping outlets across 100,000 sq ft / 9290sq
meters, offering a diverse range of international
and local products.
The striking health club and spa is equipped with a
state of art gymnasium, sauna, indoor, and outdoor
Jacuzzis, a Vichy shower room and individual
treatment rooms.
The health club and spa also includes a 1200 sq ft
beauty salon, two outdoor swimming pools and a
tennis court. Spread over 100,000 sq ft of
dedicated space within the complex, Grand Hyatt
Plaza offers a unique international shopping
experience.

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Two levels of luxury shopping in air-conditioned

comfort display a diverse range of the best local
and international brands.

ADDITIONAL FACILITIES
In-room broadband and Wi-Fi high-speed
Internet access
32 inch color LCD television with
cable/satellite channels
Two outdoor swimming pools including a
kid's pool
Christiaan Georgio - Hair & Beauty Salon

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 Outdoor recreation including tennis,

basketball and volleyball
Club Oasis Fitness Centre and Spa
Choice of five award-winning restaurants
serving a range of authentic cuisines
24-hour Room Service
Meeting room facilities
24-hour Manager on duty
24-hour Concierge
Babysitting service
Safe-deposit facilities
Foreign exchange facilities
Chauffeured cars on hire
Travel Desk
24-hour laundry service
The Grand Hyatt Plaza with exclusive
boutiques
Gourmet Store
700-space underground car park for
residents and guests
Extensive landscaping and upper
courtyard gardens with lush greenery and
water features
Kids' play area

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 Doctor on call subject to availability

otherwise Hotel will provide urgent
assistance in calling for an ambulance.

HOTELS COMPLEX
Established in 10.5 acres of land in Mumbai
The hotel features significant works of art
The art structures of the hotel are created by
Mr. Rajeev Sethi.
The hotel is luxuriously decorated with inner
courtyards, unique water features, natural
wood and granite structures
The complex has been conceived by the
internationally renowned architecture firm of
Lohan associates, Chicago.

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 The complexs hotel accommodation includes

1 presidential suite
7 - Diplomatic suites
12 - Grand executive suites
12 - Verandah suites
7 - Grand suites
50 - Club king room
70 - Club queen room
47 - Club twin room
100 - Grand king room121 - Grand queen room
51 - Grand twin room
16 - Grand king view room
40 - Grand queen view room
13 - Grand twin view room

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 4 - Rooms for physically challenged

Exclusive Grand Club accommodation with a

dedicated reception and concierge, exclusive
grand club lounge, two boardrooms available
for meeting purposes.

All guestrooms are seamless and contemporary

in design with luxurious bathrooms featuring
separate bath and shower areas

The 11,000sq ft Fitness Centre and Spa

include modern gymnasium

Grand Hyatt Mumbai offers 30,000 sq ft of

conference and meeting space amongst the
largest and the most sophisticated facilities in
the city.

It has a 11,600 sq ft Grand Ballroom , which

can be partitioned into three sections, and
seven additional meeting rooms and
boardrooms

The ballroom overlooks a majestic 45DEGREE

WATERFALL and hotels indoor courtyard

It also houses an international style shopping

mall GRAND HYATT PLAZA

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RESIDENCES
Grand Hyatt Residences are part of South
Asias largest lifestyle complex
The complex consists of 547 hotel rooms and
110 apartments
These 110 fully furnished apartments are
spacious, fresh and contemporary in design
and offer the resident a comfortable and stylish
place to call a home
These apartments are available in a flexible
configuration of one, two and three bedroom
with several featuring a private balcony with
courtyard and garden views
Daily housekeeping and laundry facilities,24
hours security, 24hrs room service, 24hrs bell
services
High speed broadband internet access and a
convenient access to the business centre are
some of the additional benefits for resident
guests

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 Kids play area

The Grand Hyatt residences are only minutes
away from citys best international schools and
airport terminals
The historic south Mumbai is just a 40 minutes
drive on the newly constructed network of
flyovers
The residences are only 15 minutes away from
the bandra-kurla complex

DINING AT GRAND HYATT MUMBAI

Grand Hyatt Mumbais five restaurants and a
luxurious interiors and authentic menus spanning
both international and local cuisines. The complex
also has a patisserie serving freshly baked pastries,
tortes and a variety of breads and a gourmet store
located in the shopping plaza.

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OUTLETS IN FOOD AND BEVERAGE

Lobby Lounge
The all day dining menu at Lobby Lounge includes
an eclectic mix of Indian and international
specialties, afternoon high tea as well as a
selection of canaps. One of the highlights of the
beverage menu is the premium selection of Eau de
Vie and the Indian single estate teas.
Covers - 86 covers

Cuisine:
Snacks - Finger Food, Multi-cuisine
Dining Options:
Ala carte dining, All day dining, Coffee &
Snacks, High Tea, Informal gatherings, Serves
cocktails & drinks
Good For:
Coffee break, Reunions & Hangout, Casual
catch-ups
Avg. Cost (For 2):
Rs. 1500
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 Opening Hours:
8 AM to 8 PM

Fifty-five East
Fifty Five East - the multi-cuisine restaurant at Grand
Hyatt Mumbai has recently expanded its Japanese cuisine
beyond sushi and includes a plethora of new additions to
its Japanese menu. (Named after the location of the hotel,
as the pin code of area in which the hotel is situated is
450055, and it is situated in the east side of Mumbai, so
from its pin code and hotels location in east side its
named 55East)
Covers 186 covers
Cuisine:
Asian - Indian, Japanese, Lebanese, Thai
Dining Options:
Buffet, Breakfast, Dinner, Fine dining, Lunch, Sunday
Brunch
Good For:
Business meetings, Family Dining, Kitty Parties
Avg. Cost (For 2):
Rs. 5000
Opening Hours:
6:00am-10:30am
12:30 pm-3:00 pm
7:00 pm-12:00 midnight
12:30 pm-4:00 pm Sunday

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Soma
A palette of Indian art and food, Soma offers
authentic specialties from North India and the
North-West frontier cuisine
(The restaurant is been named after moon phase)
Cuisine:
North Indian - Bengali, Indian, Malwani
Dining Options:
Ala carte dining, Dinner, Fine dining, Group Dining,
Informal gatherings, Private gatherings, Quiet
Dinner, Serves cocktails & drinks
Good For:
Business meetings, Casual dining, Celebrations,
Family Dining, Kids, Relaxed Dining, Romantic
dinners
Avg. Cost (For 2):
INR 2500 plus taxes
Opening Hours:
07:00 PM - 12:00 midnight

Celini
Famed for its authentic home-style cooking, Celini
embraces traditional Italian recipes and presents them
with a modern approach.

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(Named after moon phase)

Covers 126 covers
Cuisine:
Italian - Continental, European, Mediterranean
Dining Options:
Ala carte dining, Desserts, Dinner, Fine dining, Group
Dining, Late nights, Lunch, Private gatherings, Serves
cocktails & drinks, Wine dinners
Good For:
Business meetings, Casual dining, Celebrations, Family
Dining, Kids, Kitty Parties, Relaxed Evenings, Casual
catch-ups, Romantic dinners
Avg. Cost (For 2):
INR 1,800 plus taxes
Opening Hours:
12:30 pm - 03:00 pm
07:00 pm - 12:00 midnight
12:00 midnight - 02:00 am

China House
Designed to exude the warmth of a typical Chinese
home, China House offers casual dining with a
modern approach serving authentic Chinese
cuisine from the Sichuan province of China.
Covers 154 covers

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 Cuisine:
Chinese - Cantonese, Sichuan
Dining Options:
Ala carte dining, Dinner, Fine dining, Group
Dining, Informal gatherings, Late nights
Good For:
Fun Evenings, Dim sum Lunches, Family
Dining, Kids, Kitty Parties, Relaxed Dining,
Casual catch-ups, Romantic dinners
Avg. Cost (For 2):
INR 2,500 plus taxes
Opening Hours:
12:30 pm 3:00 pm Lunch
7:00 pm 12:00 midnight Dinner

The BAR
The Bar is centrally located on the Lobby level and
is the ideal place to unwind and relax after a long
day. With a delectable menu and an exquisite
beverage selection, it is the perfect evening stop.
Covers 52 covers
Specialty whiskies, single malts and wines
Cuisine:
Finger Food - Continental, Indian, Snacks
Dining Options:
Ala carte dining, Informal gatherings, late

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nights, Pre dinner drinks, Serves cocktails &

drinks
Good For:
Business meetings, Relaxed Evenings,
Reunions & Hangout, Casual catch-ups
Avg. Cost (For 2):
INR 3000
Opening Hours:
5:00 PM - 01: 00 AM

Gourmet Store
Located on the ground level of The Grand Hyatt
Plaza, the Gourmet Store offers fresh bakeries,
cakes, a delectable grab and goes menu and short
eats all through the day.
Cuisine: Bakery - Desserts, Snacks
Dining Options:
Ala carte dining, Coffee & Snacks, Desserts
Good For:
Coffee break, Kids, Reunions & Hangout,
Casual catch-ups
Avg. Cost (For 2):
INR 1000
Opening Hours:
7 AM TO 9 PM

Room Service

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Operational time 24 hours A menu with large variety

that offers specialties from all the outlets
Hot food delivered in electrically operated hot
boxes
Time of delivery of food in guest rooms is 20
minutes
In addition to 547 rooms it also delivers to the 110
apartments

China house lounge

This multi-level lounge is the perfect setting for
intimate lounging and conversations over predinner drinks or late night cocktails.
Hours
10.00pm - 3.00am
Open from Wednesdays to Saturdays
Features Island-style LED light bar, with an array of
bottles and unconventional glassware that
appear suspended on large glass shelves
overhead
Avant-garde interiors form a part of the
single private room, while semi-private
booths with plush oversized armchairs and
open spaces add to the space as the music
lingers in the air.

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 The in-house signature beverages, from the

classics to the unique post-dinner cocktails,
enhance the feel of the lounge Mumbai
even further.

Goals and strategies

Our Purpose
To care for people so they can be their best.
Our Goal
To become the most preferred hospitality brand
loved and respected by colleagues, guests, owners,
operators, community members and shareholders.
Our Values
Respect, integrity, humility, empathy, creativity
and fun are our shared core values.
Our purpose, goal and values are brought to life by
our colleagues, whom we refer to as the Hyatt
family. We believe that our colleagues embody our
purpose of caring for people, including each other,
our guests and ultimately our owners. This
commitment to genuine service and care is what
differentiates us and drives guest preference. The

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management teams at each of our managed

properties lead by example, and we provide them
with the appropriate autonomy to make
operational decisions in the best interest of the
hotel and brand. We believe the managers of our
franchised properties are experienced operators
with high standards who have demonstrated
commitment to our values and our approach to
caring for guests to enhance guest satisfaction.
High levels of guest satisfaction lead to increased
guest preference for our brands, which we believe
results in a strengthened revenue base over the
long term. We also believe that engaged
colleagues will enhance efficient operation of our
properties, resulting in improved financial results
for our property owners. Sustained adherence to
these principles is a basis for our brand reputation
and is one of the principal factors behind the
decisions by our diverse group of hotel owners and
developers to invest in the Hyatt portfolio of
properties around the world. We work with existing
and prospective hotel owners and developers to
increase our presence around the world, which we
expect will lead to guest satisfaction, brand
preference and new channels for professional
growth for our colleagues.

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HYATTS STRETAGIES
Building Brand Preference and Driving
Revenue
Hyatts worldwide Sales and Marketing teams
strive to build brand preference and drive revenue
to our hotels. Our sales and marketing strategies
are rooted in a comprehensive understanding of
our customer segments, the current dynamics of
the marketplace and the most effective use of new
technology and media platforms.
Marketing Strategy and Analytics
Hyatts marketing strategy is designed to secure
and build brand value and awareness while
meeting the specific business needs of hotel
operations. Building and differentiating the brand
position of Hyatt and our sub-brands is
fundamental to increasing Hyatts brand
preference and demand, rate premium and related
business imperatives. Hyatt is focused on targeting
the distinct customer segments that each of our

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31

brands serves and supporting the needs of the

hotels by thorough analysis and application of data
and analytics.
We maximize the potential revenue of our existing
customers and expand the number of new guests
through a marketing approach powered by data
and analytics. Sophisticated, quantitative strategic
analytics and predictive modelling identify the
most profitable customers, enabling Hyatt to
leverage preference in all facets of marketing.
Central Reservation System
Hyatts Central Reservation System is an important
contributor to the performance of our hotels
system-wide. Reservation centres are located in
the United States, Australia, India, UAE, Germany,
Japan and China to provide 24/7 access to
prospective guests.

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Various equipments used in front office

LUGGAGE TROLLEY
TELEPHONES
FAX
COMPUTER
PRINTER
SCANNER

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 STAPLER
CREDIT CARD MACHINE
PHOTOCOPIER
FRANKING MACHINE
PUNCHING MACHINE
KEY MAKING MACHINE
COMPUTERS

INTER DEPARTMENTAL COORDINATION

HOUSE KEEPING
The co-ordination of these two departments is of a
great importance for the running of the hotel. The
reason behind this is that the house keeping does
the keeping and cleaning up of the rooms and front
office does the selling up of these rooms.
We can also say that the house keeping prepares
and the front office does the selling up of the
rooms

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Housekeeping daily sends the occupancy report

twice which gives the status of the rooms weather
the room is occupied, occupied and ready, vacant,
vacant and ready, out of order. The selling cannot
be done without the occupancy report
Arrival of any VIP guest is informed to the house
keeping department well in advance to keep all the
VIP amenities in the room one hour prior to the
guest arrival.

Food and beverages

Communication between the food and beverage
department and the front office is also essential.
Communication activities also include reporting
predicted house counts, an estimate of the number
of guests expected to register based on previous
occupancy activities, and processing requests for
paid-outs, forms used to indicate the amounts of
moneys paid out of the cashier's drawer on behalf
of a guest or an employee of the hotel.
The daily posting of scheduled events on a felt
board or an electronic bulletin board provides all
guests and employees with information on group
events.

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The banquet guest who is unfamiliar with the hotel

property will ask at the front office for directions.

Front Desk
Front Desk is that division of the Front Office which
deals with check-in and check-out and cashiering.

Front Desk Check-In Standards:-Welcome

Maintain the 15/5 rule.
Greet guest warmly as per the time of the day.
Maintain eye contact.
Offer assistance.
Ask permission for proceeding further.
Use guest name at least twice.

Information

Business Card
Passport (Foreign National)
Departure Date and Time (Early Departure)
Transfer Request
Billing (Settlement/Entitlements)
Room Type Preference
Gold Passport
Room Rate reconfirmation (Non-Verbal)
Room Number reconfirmation (Explain Room features)
Offer Express Checkout.

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Enquire for baggage assistance.

Farewell
Explain to the guest the direction to the room.
(Introduce Escort if applicable)
Wish him a pleasant stay.
With time at hand reconfirm with bell services whether
baggage has been sent across.

Information

Reconfirm room number.

Reconfirm upon last name.
Request for room keys.
Check for baggage to be collected.
Check/reconfirm for departure transfer.
Check upon stay comfort and offer comment card.
Check on electronic safe.
Present the correct/payable bill.
Handover one copy for guest reference.

Farewell
Thank the guest for the patronage offered.
Wish him a pleasant journey onward.
Express interest towards future visits and offer to
make reservations.

Concierge
We provide a highly informative, professional
presentation
and personalized service to our guests.
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Task List
Providing information about the hotel and the
services offered.
Recharging of mobile phones with the desired
amount.
Providing new mobile phone connections.
Providing city information and places of tourist
interest along with a map and city guide.
Keeping guest articles at the back area and
tagging them.
Organising a city tour and preparing an itinerary
for the same.
Processing guest requests for medicines.
Delivering guest messages and parcels in the
rooms.
Special Observations:A Log Book is maintained and all the information in
every shift is entered in it. Tasks to be done are
carried forward and written accordingly. The staff
should follow up whether all the tasks to be done
have been executed or not.
After recharging the phone, the details are entere
d into themobile recharge book for future reference.
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All the courier receipts and medicine bills are filed

up for future reference and to check for
any discrepancy.
A very important tool for the concierge
operations is the Hot Log. It is a sheet of paper
onto which the details like the room no. guest name,
guest request etc. are noted down by the shift
incharge as soon as the request is received. It thus
helps in processing the task and makes the followup easy. After eachshift the Hot Log is filed up and all
the tasks which havent been done are posted onto the
Log Book.
While providing new mobile connections, a photo-ID, a
passport-size photo and resident proof is required for
documentation.
Any payment made by guests for the services
rendered can be directly taken in cash or the amount
can be posted onto their room account.

Duties & Responsibilities of Team Leader:Assist the Assistant Manager Concierge in efficiently
managing the department according to the established
concept statement providing a courteous,
professional, efficient and flexible service at all
times.
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Liaise with other related departments on daily

operation.
Handle guest enquiries and requests in a courteous
and efficient manner.
Establish a rapport with guests maintaining good
customer relationship.
Maintain the daily Log Book and follow-up file.
Submit all reports on a timely basis.
Directs subordinates to ensure productivity meets
standards given in accordance with the Hyatt
standards.
Through hands on management, supervise closely all
Concierge employees in the performance of their
duties in accordance with policies and
procedures and applicable laws.
Delegate appropriately, duties and responsibilities to
equipped and resourced employees, nurturing and
developing them whilst ensuring standards of operation
and safety are maintained.
In still the training philosophies of the company.

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Monitor employee morale and provide mechanisms

for performance feedback and development.
Ensure all employees provide a courteous
and professional service at all times.
Ensure high standards of personal presentation and
grooming.
Maintains positive guest and colleague interactions
with good working relationships.

Duties & Responsibilities of Guest

Service Officer:Answers all general enquiries pertaining to the hotel
and its sister properties, as well as Mumbai in
general.
Keeps information material updated.
Have an accurate and up-to-date knowledge of
hotels and the tourism in Mumbai and is aware of all
promotions/events happening in the hotel and the city.
Respond to requests to undertake any reasonable
tasks and secondary duties and to changes as dictated
by the hotel, industry and company.

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BELL DESK
Task List
How to handle baggage of a check-in FIT.

How to bring down luggage for departure FIT.

How to handle short term luggage storage.
How to handle long term luggage storage.
How to use luggage trolley.
How to prepare for morning distribution of
newspapers.
How to handle guest request for newspapers.
How to deliver guest request for medicines.
How to handle hold for arrival items.
How to deliver amenities to the rooms.
Assistance on crowd control at Bell desk.
How to handle baggage of a check-in group.

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How to bring down luggage for departure groups.

How to handle room change.
Skills developed and knowledge gained:Understanding the duties and responsibilities of Bell
desk.
Performing the duties of a Doorman and
understanding his duties and responsibilities and
behavioural pattern with guests.
Learnt the proper way of interacting with guests
in the standard manner.
Learn the importance of being proactive and
assisting the guests with whatever they need.
Learnt the importance of time schedules and
deadlines as one has to know the importance of
being at the right place at the right time.
Efficiency is important as one has to be very
responsible while handling guest articles.
One has to be very alert while handling baggages
because even the slightest of carelessness and
delay can cause major goof-up sand result in guest
inconvenience.
To help guests with anything that they want and
solve their queries.
To handle room changes.
To deliver any amenities or products up to the rooms.
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To arrange cars for local use or airport transfers.

To escort guests while checking-in and checking-out.
Learnt to handle short-term as well as long-term
luggage storage.
Learnt how to control operations during heavy
rush and how to cope up with the work pressure.
To provide new keys and replacing keys for guests and
the proper procedure for it.
Collection of requisite items from the General
Store for the Bell Desk.
Learnt the co-ordination between Bell desk and
Front desk with respect to check-in and check-out and
expected arrivals.
To handle group check-ins and check-outs.
Special Observations:No details about inhouse guests are divulged and
people with any such queries are directed to the Front
Desk.
Calls to be made to rooms should be made by house
phones.
While handing over new keys to the guests,
photo-identification is to be checked at all times.
Fingers are never pointed towards any direction to the
guest, they should always be escorted.

Communication Centre
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Role of Communication Centre:Rooms Division is made up of a wide range of diverse

operations, which share the common aim of providing
guests with the highest levels of comfort, service and
security. The communication Centre employees play a
vital role in the creation of a positive impression and
the establishment of an ongoing rapport with guests.
The Communication Centre is to ensure quick response
for all guests needs and enquiries. Its main functions
are:As the control centre of the hotel, providing a 24hour service for the handling of all guests requirements
when they call for assistance.
To obtain and dispense updated information on the
entire hotels services, facilities, personnel movements
ensuring a high level of information integrity.
To ensure effective communication with all
departments in order to facilitate our efficient service to
our guests. All employees must have knowledge of all
hotel facilities and services, and be fully conversant
with all aspects of the city/area attractions to ensure
that all questions can be answered immediately.

BUSINESS CENTRE AND MEETING ROOMS

Grand Ballroom
The 12,000 square feet pillar less Grand Ballroom
with a clear ceiling height of 25 feet can be
portioned into three sections. The Grand Ballroom
is naturally lit on two sides and overlooks a
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majestic waterfall and the hotel's courtyard with

breathtaking water features and landscaping. The
Grand Ballroom has drive-in access for cars,
making it ideal for car launches and auto
expositions. At its entrance is a spacious foyer,
which can be used to host pre-dinner cocktails and
receptions.
Meeting Rooms and Boardrooms
The hotel offers the flexibility of 10 meeting rooms
including the Grand Ballroom which are
conveniently located on the same level. Our
facilities accommodate groups ranging from 30 to
1300 guests.
Outdoor Exhibition Space
Adjacent to the hotel is an open space of 40,000 sq
ft/ 3,720 sq m that is ideal for exhibitions. The
hotel can assist with recommending suitable event
management companies to construct an airconditioned exhibition hangar.
Equipments
Fast Ethernet LAN
All conference rooms are connected with copper
category 5E cabling supported by a fiber optic
backbone. Local Area Networks with fast Ethernet
(speeds of 100 mega-bits per second) can easily be
set up within the hotel, allowing a variety of
computer-based presentations to be staged with
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46

maximum reliability.
If required, the fiber optic backbone may be
accessed from one meeting room to another,
enabling your equipment (servers, appliances,
network storage, etc) to be located here for highspeed linking with the rest of the conference
rooms, the Internet or your VPN network.
Wireless Connectivity
Wireless equipment is located in the Grand
Ballroom, the pre-function area and the hotel's
Business Centre. This increases the reach of the
conference room connectivity when speeds of 11
mega-bits or less are sufficient. This infrastructure
is especially useful for mobile users, wireless
Internet kiosks and product demonstrations.
High Speed Internet Access
A high-speed 'always on' broadband Internet
connection is available in all meeting rooms.
Audio Visual
Centralized audio-visual control room through
broadband Internet or ISDN, an built-in LCD
projector and sky- hooks to enable suspension of
any kind of lighting or audio-visual equipment, are
available in the Grand Ballroom.
Video Conferencing
Capability to facilitate live broadcasts, video and
teleconferencing in the Grand Ballroom and all
meeting rooms.

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Technical Support
At Grand Hyatt Mumbai, we have a team of
dedicated and experienced audiovisual and IT
professionals.

Layout/ floor plan of hotel

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FORMS AND FORMATS

Registration card
C- Form
Movement lists
Confirmation letters
Amendment forms
Credit card authorisation form
Valet tag
Bell Boys Errand Card
Paid out voucher
Guest Comment Card
Room Service Menu
Luggage Tag
Departure Tag for Hotel Cars
Hyatt Gold Passport Form

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