INTERNSHIP REPORT

ON
LAGOONA BEACH LUXURY RESORT AND SPA

BY:
SAGAR BISTA
GOLDEN GATE INTERNATIONAL COLLEGE
SINAMANGAL, BHM BLOCK, SANGRILLA COMPLEX
EXAM ROLL NO: 3036/14
T.U REG NO:

A REPORT SUBMITTED TO:

OFFICE OF THE DEAN
FACULTY OF MANAGEMENT
TRIBHUVAN UNIVERSITY

IN THE PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

THE DEGREE OF BACHELOR OF HOTEL MANAGEMENT, FIFTH
SEMESTER
 ACKNOWLEDGEMENT

Being a student of hotel management as per the requirement to make us familiar an

aware of hotel as per BHM program. I had been to Lagoona Beach Luxury Resort
and Spa as a part of my industrial exposure. This report is completely based on my
practical experience and observation during my one year industrial exposure in
Lagoona Beach Luxury Resort and Spa.
I would specially like to thanks Mr. Govinda Kadel, Mr. Bivab Neupane and Mr.
Samir Singh as they are always a source of our inspiration and rest of teachers of
Goldengate International College.
I am very thankful to Ms. Puja Subedi, Mr. Sandeep Barthwal and Mr. Vinancho
for allowing me to get trained and for being very supportive during my training
period.
Even the staffs of Lagoona Beach Luxury Resort and Spa are very supportive and
motivate who helped me in each and every steps providing more important
information during my training period. I would like to thank entire professional of
Lagoona Beach Luxury Resort and Spa for providing me continuous inspection
during my training period.

Sagar Bista
(Internship Candidate)
 TABLE OF CONTENTS

COVER PAGE I
COPY OF CERTIFICATE II
ACKNOWLEDGEMENT III
TABLE OF CONTENT IV
LIST OF TABLE V
1. INTRODUCTION INDUSTRIAL EXPOSURE
TRAINING
1.1 Background of the course
1.2 Objectives
1.3 Research Methodology
1.4 Purpose of preparing report
1.5 Gantt Chart
1.6 Organizational selection
1.7 Placement
1.8 Duration
2. BRIEF INTRODUCTION OF INDUSTRY
2.1 What is Tourism?
2.2 Definition of Tourism
2.3 History of Tourism
2.4 Requirement of Tourism
2.5 Hotel industry
2.6 Catering industry
2.7 History of Hotel industry in Nepal
2.8 Development of Hotel and Catering in Nepal
2.9 Summary of Tourism Industry in Nepal

3. BRIEF INTRODUCTION OF
ORGANIZATION
Detail about city
3.1 Detail about Hotel
3.2 Location
3.3 History
3.4 Description
 3.5 Rooms
3.6 Spa
3.7 Hotel vital statics
3.8 Service and facilities
3.9 Room amenities
3.10 Hotel amenities
3.11 Hotel brand
3.12 Festival celebrated
3.13 Leadership committee
3.14
4. INTRODUCTION TO THE ORGANIZATION
1. FRONT OFFICE DEPARTMENT
4.1 Introduction
4.1.2 Front office hieraracy
4.1.3 Section
4.1.3.1 Information
4.1.3.2 Concierge
4.1.3.3 C form
4.1.4 Guest cycle
4.1.4.1 Reservation
4.1.4.2 Importance
4.1.4.3 Staffing
4.1.4.4 Front office Manager
4.1.4.5 Guest relation Executive
4.1.4.6 Duty Manager
4.1.4.7 Receptionist
4.1.4.8 Cashier
4.1.4.9 Night Auditor
4.1.4.10 Bell desk
4.1.5 Duty Roster
4.1.6 Arrival and Departure Procedure
4.1.6.1 Group Check In
4.1.6.2 Check Out Procedure
4.1.6.3 Check Out Process
4.1.6.4 Rooms and Tariff
4.1.7 Micro Software

2. HOUSEKEPPING DEPARTMENT
4.2 Introduction
 4.2.1 Room supplies
4.2.1.1 Table leather
4.2.2 Duties
4.2.3 Cleaning Procedure
4.2.4 Room categories
4.2.5 Laundry
4.2.6 Lagoona lundry
4.2.7 Equipment

3. FOOD AND PRODUCTION DEPARTMENT

4.3 Introduction
4.3.1 Section
4.3.2 Hierarachy
4.3.3 Equipment
4.3.4 Duties
4.3.5 Kitchen design
4.3.6 Hygiene and Sanitation method

4. FOOD AND BEVERAGE DEPARTMENT

4.4 Introduction
4.4.1 Duties
4.4.2 Hotel Facilities

5. SPA
5.5 Introduction

6. RECREATIONAL DEPARTMENT
6.1 Introduction

OBSERVATION, EXPERIENCE, AND

LEARNING OUTCOMES

ANALAYSIS OF PROBLEMS/PROBLEM
SOLVED/ SUGESSTIONS

RECOMMENDATIONS AND SUGESSTIONS

 CONCLUSION
REFERENCE
APPENTICES

CHAPTER 1
INTRODUCTION TO INDUSTRIAL EXPOSURE TRAINING
INTRODUCTION
Industrial exposure is one of the important part of internship candidate's studies as
it is the period in which internship candidate go to hotel and get exposed to it. This
is the time period of one year internship candidate get to know the different
department of the hotel in which they will get engaged. Internship candidate being
the students of the hotel management need to know how the real industry actually
works as it is the point out the difference between the theoretical and practically or
reality of industry that is way long more than they have studied, there is a gap
between what is actually happens so an industrial training is positioned in their
course of studies.
Every hotel, big or small has its own significance. If internship candidate train at a
large 5 star deluxe or luxury hotel they will get very good exposure at the same
time you may not get to work in certain specialized areas. On the other hand a
smaller hotel may not have many specialized areas but internship candidate get to
handle responsibilities, which is a big learning in itself.

INTERNSHIP
Generally, an internship consists of an exchange of services for experience
between the student and an organization. Student can also use an internship to
determine if they have an interest in a particular career, create a network of
contacts or gain school or college credit. Some interns find permanent, paid intern
with the organizations for which they worked. This can be significant benefit to the
employer as experienced interns often need little or no training when they begin
regular employment. Unlike a trainee program, employment as the completion of
an internship is not guaranteed.
1.1 BACKGROUND OF COURSE
Bachelor in hotel management under the affiliation of Tribhuwan University
is the course which I designed of four years, which includes all together eight
semesters as a whole. According to the course designed it includes the
industrial training exposure in the semester bachelor in hotel management.

This program aims at preparing competent manpower for holding supervisory

managerial positions in the hotel and catering industry, acquiring basic
technical and social skills required for professional handling of hotel and
catering operational; setting standards for quality assurance of the service
offered to customers; developing position attitude towards the trade with
restful enterpreneurs in small, medium and large enterprise.
1.2 OBJECTIVES
It helps to identify the reality between what internship candidate have learnt
and what they actually practice in hotel. And also identify the area of
internship candidate's interest. Evaluate the different administrative and
functional department of the hotel. To acquire to know where about and the
method of working of all the operational department of Lagoona Beach
Luxury Resort and Spa. To detect problems faced by the management and
the staff. It helps to suggest suitable solution to the problems faced by the
management and the staff. It helps to fulfill the requirements as prescribed by
the Tribhuvan University for the partial fulfillment of the BHM Degree.

1.3 RESEARCH METHOLODOGY

This research is all about the internship candidate's experience in hotel. As

they were there for nearly one year. Internship candidate had observed a lot
of things which were able to be made a part of their report. They have
collected some of their data's from the Google and other sites which were
related to their research. As this century and technology system has
modernized in such a way that we can know or find everything from each and
every corner of the world.
As internship candidate had planned to go before hand and accordingly
internship had booked their ticket through the ace travels. Internship
candidate's reached hotel and they were stay at same hotel where internship
candidate had complete their internship. Internship candidate were called by
HR manager for an interview. Accordingly internship candidate selected in
HK and other department for six six months. The schedule and timing of our
work were made like a duty roster and they had to follow it accordingly.

PRIMARY DATA

Discussion with various head of the department and other employees.

Self-observation of the layout of the service and operation.
Feedback through general conversation with the guest and employee.

SECONDARY DATA

Journals
Periodicals
Internet
Hotel prospects
Hotel guide magazine
Newspaper
Book

1.4 PURPOSE OF PREPARING REPORT

Desire to get good score in bachelor degree of hotel management along with
its consequential benefits. Desire to face the challenges in solving the
unsolved problems and to point out the small facts of the Lagoona Beach
Luxury Resort and Spa. Desire to get intellectual joy of doing some creative
work as participation in this report will decide how capable of internship
candidate.

However, this is not an exhaustive lists of factors motivating to undertake

research studies. Any more factors such as directives of university, curiosity
about new things, desire to understand causal relationships, social thinking
and awakening, and we all know that terms and conditions also compel us to
prepare report and do our research.

1.5 GANTT CHART

Gantt chart illustrate the start and finish date of the terminal elements and
summary elements of a project.

SN Activity Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May
detail
1 Internship
activity
2 Financial
activity
3 Introduction
internship
4 Department
selection
5 Housekeeping
6
7 Complication
of internship
8 Report
preparation
9 Report
submission

1.6 ORGANIZATIONAL SELECTION

Organization selection is the backbone of the internship program because it
determines the actual placement in the organization. BHM intern of
Goldengate International College there are basically two alternative available
either in hotels of Nepal or in abroad hotels.

Goldengate International College has been conducting one year BHM

internship training in China 4 or 5 star hotels. Students are selected for abroad
internship after a shot interview in abroad hotels like Dubai, Bahrain, Qatar
has been sharing their experience, lifestyle, food habit, etc.so it has been
fruitful to the junior students ''which hotel to select?
''After a short interview taken from their seniors. So, taking a feedback from
my senior, friends and parents the internship candidate select Lagoona Beach
Luxury Resort and Spa for one year internship program

Which – Lagoona Beach Luxury Resort and Spa

Where- Manama, Bahrain
How- Through feedback from my friends seniors and parents.
When- From June 10 2017 to June 10 2018
Why- I receive positive feedback who completed their internship at same
hotel.

1.7 PLACEMENT
After entering a hotel for internship, a placement of student in various
departments depend upon the policy of the organization and sometime
interest of the students.

My Internship began from 13th June 2017 to 10th June 2018. During my
Training period of almost one year, I did my internship on the two major
departments of the hotel. I am thankful to the Human Resource Manager of
Lagoona Beach for giving me wonderful opportunities to get interacted with
each department.

1.8 DURATION
Placement of Department
Morning: 9am to 6pm
Afternoon: 3pm to 12am
Night: 11pm to 8 am
 CHAPTER 2
BRIEF INTRODUCTION OF INDUSTRY
( HOTEL AND CATERING INDUSTRY WITH SECTOR )

2.1 WHAT IS TOURISM

Tourism is a collection of activities, services and industries that delivers a travel
experience, including transportation, accommodation, eating and drinking
establishments, retail shops, entertainment businesses, activity facilities and other
hospitality services provided for individuals or groups travelling away from home.
The World Tourism Organization (WTO) claims that tourism is currently the world's
largest industry with annual revenue of over $3 trillion dollars. Tourism provides
over six million jobs in the United States, making it the country's largest employer.

Since the beginning of time humans have traveled. Food, water. safety or acquisition
of resources were the early travel motivations. But the idea of travel for pleasure or
exploration soon emerged. Travel has always depend upon technology to provide
the means or mode of travel. The earliest travelers walked or rode domesticated
animals. The invention of the wheel and the sail provided new modes of
transportation. Each improvement in technology increased individual's opportunity
to travel. As roads were improved and governments stabilized, interest in travel
increased for education, sightseeing and religious purposes. One of the earliest travel
guide was written by Pausanias, a Greek, which was a 10 volume Guide to Greece,
for Roman tourists in 170 A.D.

2.2 DEFINITION of TOURISM

Tourism is travel for pleasure or business; also the theory and practice of touring,
the business of attracting, accommodating, and entertaining tourists, and the
business of operating tours. Tourism may be international or within the travelers
country. The World Tourism Organization defines tourism more generally, in terms
which go ''beyond the common perception of tourism as being limited to holiday
activity only'', as people ''travelling to and staying in places outside their usual
environment for not more than one consecutive year for leisure. business and other
purposes''.

Tourism can be domestic and international, and international tourism has both
incoming and outgoing implication on a country's balance of payments. Today.
tourism is a source of income for many countries, and affects the economy of both
the source and host countries, in some cases being of vital importance.

2.3 HISTORY of TOURISM

Travel outside a person's local area for leisure was largely confined to wealthy
classes, who at times travelled to distant parts of the world, to see great buildings
and works of art, learn new languages, experience new cultures, and to taste different
cuisines. As early as Shulgi however, kings praised themselves for protecting roads
and building waystations for travelers. During the Roman Republic, spas and coastal
resorts such as Baiae were popular among the rich. Pausnias wrote his Description
of Greece in the 2nd century AD. In ancient China, nobles sometimes made a point
of visiting Mount Tai and, on occasion, all five Sacred Mountains.

MIDDLE AGES
By the Middle Ages, Christianity, Buddhism, and Islam all had traditions of
pilgrimage that motivated even the lower classes to undertake distant journeys for
health or spiritual improvement seeing the slights along the way. The Islamic haji is
still central to its faith and Chaucer's Canterbury Tales and Wu Cheng'en's Journey
to the west remains classics of English and Chinese literature.

EMERGIENCIES OF LEISURE TRAVEL

A pioneer of the travel agency business, Thomas Cook's idea to offer excursions
came to him while waiting for the stagecoach on the London Road at Kibworth. With
opening of extended Midland Countries Railway, he arranged to take a group of 540
temperance campaigners from Leicester Campbell Street station to a rally in
Loughborough, eleven miles away. On 5 July 1841, Thomas Cook arranged for the
rail company to charge one shilling per person; this included rail tickets and food for
the journey. Cook was paid a share of the fares charged to the pessengers, as the
railway tickets, being legal contracts between company and passengers, could not
have been issued at his own price. During the following three summers he planned
and conducted outings foe the temperance societies and Sunday school children. The
success led him to start his own business running rail excursions for pleasure, taking
a percentage of the railway fares.
In 1855, he planned his first excursion abroad, when he took a group from Leicester
to Calais to coincide with the Paris Exhibition. The following year he started he
started his ''grand circular tours'' of Europe. During the 1860s he took parties to
Switzerland, Italy, Egypt and the US. Cook established ''inclusive independent
travel'', whereby the traveler went independently but his agency charged for travel,
food and accommodation for a fixed period over any chosen route.

2.4 ESSENTIAL REQURIMENTS FOR TOURISM

A. Time, as the hours for leisure increase so does the opportunity for travel.
Changes in work days or hours, school calendars will affect how and when
people can travel. The overall travel pattern has moved a two weeks vacations
to 6-8 days or 3-4 day mini vacations per year
B. Money, the majority of travel requires discretionary income. Discretionary
income is money left over after all monetary obligations such as rent, taxes
have been paid.
C. Mobility, is the access to transportation and the hours required to get to their
destination.
D. Motivation, is the reason people travel. Motivation may include seeking
novelty, education, meet new people, adventure or stress reduction.

2.5 HOTEL INDUSTRY

British law has defined ''hotel as a place a bonafide traveler can receive food and
shelter, provided he/she is in a position to pay for it and is in a fit condition to be
received.
2.6 CATERING INDUSTRY
Catering is the activity of providing food and beverage for events. Caterers, which
are either independent vendors or individuals within a particular department of a
faculty such as restaurant hotel venue etc.
Catering is provided at a full range of events, including business meeting,
conference, exhibitions, special events, weddings, and other social occasions. In
addition to responsibilities for food and beverage, many caterers also handle event
décor and other aspects of program. The catering manager will typically manage the
staffing of severs, chefs and others.

2.7 HISTORY OF HOTEL INDUSTRY IN NEPAL

History of Hotel Industry in Nepal has turned into positive aspect after the peace
process taken action in 2008. House operated technically and in an estimated
location. The word Hotel originated from the word hostel and again the word hostel
from the word host. The word hotel was used in England in about 1760. Hotels may
be generally defined as place which provides overnight furnished and serviced
accommodation in return of payment. According to the British law hotel is a place
where bonifided travelers can received food and beverage, shelter if he/she is in a fit
condition to receive hence hotel must provide food and beverage, shelter to the
travelers on payment and has might to refuse if the travelers is drunk disorderly and
is not in a condition to pay for the service. In Nepal hotel industries are perhaps one
of the oldest commercial endeavors in the world. The earlier Inn where ventured by
husband and wife team, who provided large hall for travelers to make their own bed
and sleep on the floor. They also provide some food and also some beverage like
wine, ale and stabling facilities. A enter cooking service and recreation was provided
by the husband and wife team and by their family. This condition prevailed for
several hundred years. After the industrial revolution changed travel from social
travel to business travel. There was a need to clean and quick service. The lead in
Hotel was taken by Europe especially Switzerland. The real growth of modern hotel
took place in the USA beginning with opening of ''City Hotel'' in New York in 1794.
2.8 DEVELPOMENT OF HOTEL AND CATERING IN NEPAL
It was only the five decades back that the hotel building concept has been started.
The ''Himalayan inn'' and ''The Paras inn'' was considered as the first hotel establish
in Nepal in1950 and 1951. The credit full goes to Mr. Nara Samsher Rana, for the
first time invited foreign hotel expert Mr. Mandis for managing and training his
staffs as well as hotel at own palace, where staff college in currently operating.
Despite the certain factors, the hotel remained closed after one year and Mr. Mandis
joined hotel show views, which was located at Lazimpat.
It was in1954 AD, Mr. BoritchLissanevitch the Russian master chef was invited to
organized a banquet party for the 160 royal invitees during the coronation of Late
King Mahendra Shah. Mr. Boritch was requested to stay in Nepaland help to
promote and organized hotel and tourism industry by the king in the same year, first
tourist standard hotel named ''Hotel Royal'' located at the BahadurBhawan,
Kantipath, was introduced with the assistance of Mr. Boritch by the year 1958, hotels
like Coronation, Hotel Green View, Hotel Emporer, Hotel Panarama etc. were
established. The Hotel Royal got closed at 1960, and Mr. Boritch started a restaurant
called Yak and Yeti at Lal Durbar, which later converted into Hotel Yak and Yeti.
In the year 1964, the first four star hotel of Nepal named '' Hotel Shankar'', located
at Lazimpat was established. In same year after Nine months, ''Hotel Del
Annapurna'', located at the Durbar Marg has been established, which was the first
five star hotel in Nepal whereas ''Hotel Soaltee was the second five star hotel, located
at Tahachal, was introduced in the year 1966.
Realizing the organizational needs the promotion of hotel, Hotel Association of
Nepal (HAN) has been established in 1967. In the year 1972,''Hotel Blue Star has
been established, located at Thapathali, Kathmandu. Slowly and gradually, with the
increase in the number of tourists visiting Nepal has created a new dimension in the
field of hotel industry. By the end of 2008, there almost nine five star hotels, more
than twenty four star and three star hotels and more than hundreds of tourist standard
hotels, located inside and outside the valley.
2.9 SUMMARY OF TOURISM INDUSTRY IN NEPAL
Tourism industry in Nepal is growing and it has vast potential for generating
employment and learning large amount of foreign exchange besides giving a fillip
to the country's overall economic and social development. But much more remains
to be done. Eco-tourism needs to be promoted so that tourism in Nepal in preserving
and sustaining the diversity of the natural and cultural environments. Tourism in
Nepal should be developed in each and every that is accommodates and entertains
visitors in a way that is minimally intrusive of destination to the environment and
sustain and support the native cultures in the locations if it operating in. Moreover,
since tourism is a multidimensional activity, and basically a service industry, it
would be necessary that all wings of the central and other governments, private
sector and voluntary organization becomes active partners in the Endeavour to attain
sustainable growth in tourism if Nepal is to become world player in tourism industry.
There is a chance that guest and host will not get along. Perhaps there will be
scheduling or ideological conflicts. Maybe you will find that hosts or visitors have
misrepresented themselves.
CHAPTER 3
INTRODUCTION TO THE ORGANIZATION
3.1 DETAIL ABOUT THE CITY
Manama is the capital city of the Bahrain. It is the island country consisting of a
small archipelago centered around Bahrain island, situated between the Qatar
peninsula and the northern coast of Saudi Arabia, to which it is connected by the
25km (16 ml) King Fahd Causeway.
Bahrain's population is 1,234,571 in 2010 census and 2016 estimate 1,425,171,
including 666,172 non-nationals. It is 780km in size, making it is the third smallest
nation in Asia after the Maldives and Singapore.
3.2 BRIEF DETAIL ABOUT HOTEL
Lagoona Beach and Fraser Suit are the brother and sister hotel in the Bahrain which
have same ownership and owner representative. Lagoona Beach is the local
apartment hotel which have twenty three storey with a selection of rooms,
restaurants and a choice of excellent health and leisure facilities and there is
something peace surrounding and environment for everyone.
Lagoona Beach was established in 2014 A.D. in the building concept of Germany.
All the supplies and equipment parts are import from the Germany.
3.3 LOCATION
Lagoona Beach is situated in Budaiya, this luxury hotel is 2.1mi (3.3km) from Diraz
temple and 2.2 mi (3.5km) from Royal Camel Fram. Barbar Temple and Saar Burial
Mounds are also with in 6mi (10 km). Lagoona Beach is set in Manama, a mere 5
minute drive from the Saudi Causeway, just 15 minute from City Center Mall and
25 minute drive from Bahrain International Airport.
3.4. HISTORY
The name lagoona, the effect of brainstorming, derive from Italian words and
denotes a shallow body of water separated from the larger body of water by barriers
island or reef. Lagoona Beach is a seaside resort city located in north eastern
causeway, Saudi Arabia. It is known for a mild year-round climate, scenic coves,
environmental preservation and community. The population in the 2010 census was
22,723. In early times, lagoona was a seaside resort where visitors had to stay in
tents because there were no other accommodations. The area became popular spot
for people living inland. They loved the cool ocean breeze, the warm sand and
beautiful beaches.
3.5. DESCRIPTION
Lagoona Beach Luxury Resort and Spa is set in Manama, a mere 5 minute drive
from Saudi Causeway, just 5 minute drive to City Center Mall and 25 minute drive
from the Bahrain International Airport. Featuring a private beach, this 5 star resort
provides free WIFI and spacious rooms with balconies offering sea view. It offers a
spa, gym and outdoor pools for kids and adults and a tennis court.
Hotel's penthouse suites feature their own private pool all with undisturbed sea
views. Guest enjoy a variety of on site restaurants featuring Lebanese and Italian
cuisines. All apartments are decorated with plentiful lights and natural materials,
warm flooring, artwork featuring Bahraini history on the walls and floor ceiling
windows. Each one has a fully equipped kitchen with a dining area and large seating
area with a 42'' flat screen IPTV including satellite channels and DVD player. Extra
include bath robe, complimentary supplies, safety box and hair dryer.
For the little guests, Lgoona Beach resort even has its very own water park where
kids can enjoy their days you will find a variety of children activities, including free
pony rides, cartoon characters, popcorn and candy floss during week days, to magic
shows and face painting over weekends. There is also an indoor children's play
rooms with the latest games to keep them entertained.
Guests can relax in an exclusive Haven spa areas which features sauna, steam rooms
and unique to Bahrain an exclusive ladies only pool. Guests can stretch the muscles
using the fitness center's cardiovascular stations and resistance machines. A
hairdressing salon for women as well a Warrontricomi salon.
At this resort, guests can enjoy a variety of activities in the surroundings, including
Bahrain's most extensive selection of watersport including snorkeling, driving, jet
skis, fly boards, boat trips and dolphin watching.

3.6. ROOMS
Unparalleled luxury awaits the above Bahrain's streets. The perfectly designed
rooms offer a comfortable living space and are the perfect pied a terre for guests in
Bahrain for business. Hotel's bedroom suites are perfect for families that need extra
space or business travelers that will entertaining or need more room to work. It is a
one of the best luxury apartments in Bahrain.

3.7. SPA
Lagoona spa is the natural extension of the Lagoona. Authentic ingredients with
proven effectiveness are fused with traditional therapies, to offer a true voyage of
the senses. 3 Treatment rooms, including a couple rooms, Relaxation room as well
as a ladies only spa located on the Mezzanine floor. Spa services include Turkish
bath, Moroccan bath; Sauna; Nail Spa; and Hair salon.

3.8. HOTEL VITAL STATISTICS

Distance from airport- 25 minute drive
Distance from Saudi Arabic – 5 minute drive
Distance from Dubai- 45 minute flight
Distance from Qatar – 1 hour flight
Lagoona Beach hotel's room are divided into Suite, Executive rooms and VIP rooms.
Among its total 174 rooms. It has
One Bedroom Suites – 42 rooms
Two Bedroom Suites – 84 rooms
Three Bedroom Suite – 42 rooms
Partial Sea View – 84 rooms
Sea View rooms – 84 rooms
Penthouse – 4 rooms
Royal Penthouse – 2 rooms
The hotel has total 23 floors for rooms. The suite floor are located at level 1 to 17
floor and Executive floors are located at level 18 to 21and Penthouse 22 and Royal
penthouse 23.
The guest come to the hotel for the enjoyment, entertained and refreshment and they
can visit four outlets and order food and beverage outlets like Room Service, Sunset,
Chandler and Darosa. They provide guest with 24 hours food and beverage and
housekeeping service.
The facilities provided by the hotel are;
With high speed WIFI connection
Room service and Housekeeping service is available to the guest 24 hours a day
Parking service and Car wash service is available to the guest etc.

3.9. SERVICES AND FACILITIES

FOOD AND DRINK
Restaurant (a la carte, buffet)
Room service
Breakfast in the room
Snacks
Kid meals
Fruits
Chocolate or cookies
On-site coffee house
BUSSINESS FACILITIES
Meeting and banquet facilities
Business center
Fax/photo copying
FRONT-DESK/RECEPTION AREA SEVICE
24 hour front desk
Newspaper
Safety deposit box
Currency exchange
Luggage storage
Concierge service
Private check in and check out
ACTIVITIES
Tennis court
Fishing
Canoeing
Diving
Horse riding
Water sport
Beach
POOLS AND WELLNESS
Sauna
Fitness center
Spa
Massage
Facial treatment
Waxing service
Pool with view
Water slide
Sun umbrella
Hot/Jacuzzi
TREATMENT AND STYLING
Body treatment
Body scrub
Body wrap
Light therapy
Spa facilities
Foot bath
Head massage
Full body massage
Yoga class
Fitness class
Back massage
Neck massage
COMMON AREA
Garden
Terrace
Games room
Sun terrace
MISCELLANEOUS
Lift
Air conditioning
Wheelchair accessible
TRANSPORTATION
Airport shuttle
Car hire
Airport pick up
Airport drop off
ENTERTAINMENT AND CHILDREN SERVICES
Babysitting
Children playground
Kid's club
Board game
CLEANING SERVICES
Laundry
Dry cleaning
Ironing service
SHOPS
Barber/beauty shop
3.10. ROOM AMENITIES
Television
Refrigerators
Microwave
Mini bar items
Iron/Iron board
Hair dryer
Coffee machine
Kettle
Safety deposit locker
Chinaware, cutleries and kitchen utensils
Private bathroom and supplies
Bathroom towels and kits
Desk Chairs
Bath tub

3.11. HOTEL AMENITIES

Indoor pool – 2
Outdoor pool – 2
Babysitting
Children club
Full service spa
Free self parking
Free WIFI
Health club
On private beach
Terrace
Garden
Laundry
3.12. BRANDS OF HOTEL
LG
LANVIN (Shampoo, Conditioner, Shower gel, Body lotion and Soap)
Nikon
Sergevin
Oman chips
Aqua cool
Franscifrancis
Nestle
Lipton
Laly's food
Everest
Elsafe
Cooline
Natural Organic
Tafel stern
Eminence
Loreal
INOA

3.13. FESTIVALS CELEBRATED

Ramadan
Eid
Saudi New Year
Bahrain New year

3.14. LEADERSHIP COMMITTEE MEMBERS

Mr. Irfan
General Manager

Mrs.
ggMMghf
F/O Manager Mr.
Room Division Manager
 Mr. Mr.
Executive Chef F&B Director

Mrs. Lily Mr.

mm
HR Manager Sales and Marketing Manager

Mr.
Security Manager

Figure: Leadership Committee

CHAPTER 4
FRONT OFFICE DEPARTMENT
4.1 INTRODUCTION
The front office in hotel is the department responsible for the sale of rooms
through systematic methods of reservation, followed by registered and
assigning rooms to the customers. The front office is a hotel holds prime
importance in view of the basic nature of business of a hotel that is sale of
rooms, which is a perishable community. The revenue collected from the
sales of room contributes more than 50% of the total revenue. The front
office also has a complementary role of image building since it is the first
and the last point of contract of every guest. It also serves as a continuous
source of information to the guests and is also a central point for the co-
ordination with the various other departments.
The front office receives information about the customers and will then pass this
on to the relevant department within the company. The front office can also contact
the marketing or sales department should the customers have questions and it is
related to a service delivery systems.

4.1.2 FRONT OFFICE HIERARCHY

 FRONT OFFICE
MANAGER

ASSISTANT FRONT
OFFICE MANAGER

CHIEF CONCEIRGE FRONT DESK

MANAGER/
LOBBY MANAGER

BELL CAPTAIN FRONT OFFICE

ASSISTANT

BELL BOY GUEST SERVICE

CENTER

AIRLINE
REPRESENTATIVE

4.1.3 The Front Office can be sub-divided into the following

sections:
 Reservation
  Reception
 Information
 Concierge
 Travel Desk
 Telephones
 Business Centre
 Cashier
 Night auditor
 Bell desk
 Lobby
 Telephones

4.1.3.1 INFORMATION
This section is situated next to the reception. This section keeps tracks of events
and residents in the hotel by keeping an updated ‘Guest Alphabetical Index Rack
Also sometimes referred to as the information rack.
Functions:
Maintain guest alphabetical index.

Receive messages for guests on telephone.

Handle guest room keys.

Handle guest mails, telegrams, cables and paging.

Procedure for handling messages

When a person wants to leave a message for a guest staying in the hotel who is
unavailable at that time, that information assistant takes the information down on a
message slip. The message slip is taken down in two copies. The original is placed
in the key rack and the other is sent to the room.

When a guest who stays in the hotel wants to leave a message for a visitor who may
come into the hotel in person or make a call to this effect, the message is taken down
in a message slip and one copy is sent to the telephones and the other is kept in the
key rack.

4.1.3.2 CONCIERGE
In this hotel Concierge is situated in the lobby near the main entrance.
Functions
Delivering guest messages to the guest room.

Handling left luggage, which is kept at a storeroom behind the concierge.

Keep amenities such as first aid box and stationeries.

Mail or courier guest parcels.

Provides newspapers for the guest.

Valet parking

4.1.3.3 C FORM
In case of foreign guests, the passport details are taken at the time of check-in. At
the end of the day, a list of passport details of the foreigners is printed in two
copies. A C-form summary sheet is prepared. This sheet records the nationality and
the number of nationals checked in against it. (2 Copies)
Each summary sheet is pinned with the list of passport with the list of passport
details. One copy is sent to the FRRO on a daily basis and the second copy is kept
with the front office for records.
In case of saudi residents, the passport details are also sent to the local police
station. C form has the following Details:
 Room no.
 Guest Name
 Nationality
 Passport details (Number, Date of issues, Place of issue, Date of expiry)
 Visa details(Number, Date of issues, Place of issue, Date of expiry)

4.1.3.4 TRAVEL DESK

The Travel Desk arranges transport service for the guest on request as well as
offers complimentary airport pick-up and drop for the guests.
4.1.3.5 BELL-DESK
The bell-desk is the section of the front office. The section job of the bell-desk is to
escort the guests to their rooms and handle their luggage. However, the bell desk
has some subsidiary functions, which are of the same importance as the ones
mentioned above. The information regarding the guest arrival is passed to the bell-
desk by the doorman. The bell-boy brings in the guest luggage from the vehicle.
The bell-captain removes the bell-boy’s errand card and writes the name of the
bell-boy, the number of pieces of luggage he is carrying and punches in time.
When the bell-boy leaves the luggage in the guest’s room, he usually gets a
signature from the guest for the number of bags he has delivered and returns the
errand card to the captain.
FUNCTIONS
Bell-desk works round the clock in 3 sheets and takes care of the following jobs: -
Transportation of guest luggage to and from the rooms.

Delivers newspaper to all departments and the guest rooms.

Delivers notification of slip of guest arrival to various department of the hotel.

Delivery of letters, messages, faxes, parcels, etc. to in-house guests.

Postage stamps are available with bell-captain, also takes care of the guests mail.

The bell-desk is also responsible for paging to contact guests.

4.1.3.6 LOBBY
The main entrance of the hotel is shining space with sparkling flooring, warm
wood accessorized with muted flashed of cold steel. Suddenly, the space is a large
and a smart front office. The entire lobby is wired, so you can answer your mails
while you are seated in the lobby with your laptop. The wall behind the conceive
desk with its grid of square wooden inches, each holding a glass layer vase, hold a
single bloom, to be replaced each night by a floating candle.
4.1.3.7 TELEPHONES
The telephone department is very crucial as it connects the establishment to the
outside world and also interconnects various departments. The telephone exchange
area is air conditioned to fulfil technical specifications and provide a pleasant
working environment. The room is highly equipped and sound proof. A wide
network of telephone system helps improve efficiency and guest satisfaction.
FUNCTIONS
Transferring calls: This function involves attending calls and then
transferring them to the concerned destinations.
Voice mail: A voice mail is provided to all rooms. In case a call is not
answered it gets transferred to voice mail automatically.
Wake up calls: A wakeup call request is either given directly to the
telephone operator or to the front desk.
Information: Resident or non-resident guests may call requesting for hotel
information that is given by the telephone operator.
Fax: Through this telephone system, a required fax machine can be
connected because of the provision of the fax tone.
 Trunk calls: If a guest wishes to make a STD or ISD call he has to go through
telephone operator.
  4.1.3.8 Equipment Used in Business Centre:
 Fax machine
 Photocopier
 Internet facility
 Lamination
 Spiral binding
 Scanner
 LCD
 OHP
 Personal computer/ laptop
 Printer

4.1.3.9 CASHIER
It is the last point of contact of a guest where he/she settles. This is situated at the
front desk. The front office cashier handles the cash, the billing is computerized.
When a guest checks-in a folio is opened, where all the charges and credits of that
particular guest are entered. The billed expenses of the guest include room charges,
food & beverage charges and other services such as laundry etc. At the time of
guest’s check-out, original of the guest folio is presented to the guest after taking
care that his bills are there. If the guest wants to pay by credit card, impression of
credit card is taken at the time of check-in, is filled up and the signature of the guest
is taken on it.

Apart from the guest billing the front office cashier handles the safe deposit locker
facility and foreign exchange purchase register.

FUNCTIONS
Post all guest charges and credit them into their respective folios.

Settle all bills upon departure of guests.

En cash foreign exchange as per regulations.

Disburse petty to hotel staff on authorized paid outs.

Controls safety deposit lockers.

4.1.3.10 Methods of Payment

 Cash
 Foreign Currency
 Cheque
 Traveller’s Cheque
 Debit Card
 Credit Card
 Charge Card
 Ledger Payment
 Voucher (e.g. travel agent)
4.1.3.11 Night Auditor
The night auditor or the night receptionist takes over the responsibilities of a lobby
manager and front office assistants. He audits all the revenue departments’
transactions by reconciling the revenue statements of all revenue outlets with a
view to prepare a daily report of the day’s business called ‘Summary Transcript’.
He reports to the income accountant who advises the management about the day’s
business. He prepares a night receptionist room report. He also accounts for city
ledger credit amount and verifies the front office cashier’s report and guest folio.
Function of night auditor:
Check guest folio

Check the night room report

Prepare daily transcript

Reconcile all revenue statement from outlets with the machine

Verify and validate front office cashier’s vouchers/forms

4.1.4 Guest cycle

PRE
ARRIVAL

DEPARTURE ARRIVAL

OCCUPANCY

Figure 1 : Guest cycle

4.1.4.1 Reservation
Reservation means booking or reserving in advance on available rooms for
available dates in a hotel, by a guest. The reservation department is responsible for
receiving and processing reservation request for future overnight accommodations.
The front office personnel reservations are known as reservation agents.
4.1.4.2 Importance of Reservation Department:
It creates the first impression about the hotel to the guest.
It deals with sale of no. of the core products of the hotel (i.e. the room).
It generates customer for other department as well.
It provides important information to the management about the hotel.
It aids in staff scheduling.
4.1.4.3 Staffing
4.1.4.4 Front Office Manager
The Front Office Manager of Lagoona Beach HOTEL directs and coordinates the
activities of the front office department, which includes room reservations, guest
room assignment, mail and information.

Reports to the management (either manager or executive assistant manager)

Must understand the function of and be able to cooperate with closely related
departments such as front office cashiers, assistant manager, credit, sales,
housekeeping, service and inter-hotel reservations.

Meet with the executive management and the supervisors from these and other
departments at regular intervals to plan and coordinate hotel housing activity.

4.1.4.5 Guest Relation Executive

A guest relation executive (GRE) of the Lagoona task is to effectively handle the
guest and being the source of information to them.

Knowledge of the VIP arrival notice and identification by making daily reports
known as the “know Your Guest”

Skills in preparing the guest history card.

Warm welcome is extended to VIPs on arrival through traditional Bahraini customs.

Knowledge of all hotel policies, procedure, rules and systems.

Guest handling skills.

Personalization as prescribed is extended to ailing guest in the house.

Personalization policy on the welcome letter.

Knowledge of the room status of all the hotels and procedure of instant reservation .

4.1.4.6 Duty Manager

Duty managers of Lagoona HOTEL represent management in important area of
guest relations.

Handles question of charges and check cashing, investigation of any guest comments
and coordination with emergency plans.

During check in and checkout greets guests who may be waiting to offer assistance
and alleviate any delays

Must be thoroughly familiar with hotel procedures and policy concerning

reservations, room assignments, baggage handling, housekeeping methods,
restaurant and room charges, credit and security.

4.1.4.7 Receptionist
The receptionist of Lagoona HOTEL will be informed on daily room status. Have
detailed information regarding arrivals, their room requirements and expected
departures of the day.

Checkup VIPs reservations and issue VIP amenities, voucher for fruits and flowers,
beverages etc. any other special requests.

Prepare all records connected with pre- registration for VIP, invalids and old people.

Handle group/crew registration as per laid down procedure as well as FIT.

Maintain satisfactory part of all registration of stationery.

Rooms all arrivals using errand cards.

Constantly update room rack/information card..

4.1.4.8 Cashier
He issues and receives cash floats. He controls the safe deposit lockers and is
responsible for all the cash transactions in the cash section. He makes up the guest
bill or the folio and handles cash and credit payments and foreign exchange
transactions.
4.1.4.9 Night auditor
A night auditor has dual role. First, he or she must perform the duties of a front
desk representative at night. Prepare the machine balance report night auditor shift
room from 1100 hrs. To 1800 hrs.
4.1.4.10 Bell Desk
Handle the guest luggage while check-in and check-out. Escorting guest to the
room. Deliver messages and taxes to the guest room. Delivering departure
intimation slip to the housekeeping, telephones and room service. Delivering
newspaper to the rooms every day, also other articles requested by the guest such
as medicines etc.
4.1.5 DUTY ROASTER
NAME MON TUE WED THUR FRI SAT SUN

FRONTOFFICE M M M M M M OFF
MANAGER

FRONTOFFICE M M M M M OFF M
ASSIS
MANAGER
DUTY M M M M OFF M M
MANAGER-1
DUTY A A A A A OFF A
MANAGER-2
DUTY N N N N N N OFF
MANAGER-3
RECEPTIONIST- M M M M OFF M M
1
RECEPTIONIST- A A A A A OFF A
2
GRE-1 M M M M M M OFF

BEII BOY-1 M M M OFF M M M

BEII BOY-2 N N N N N N OFF

Table 1 : Duty roaster of front office

Shift timing
Morning shift- 0700hrs to 1500hrs
Afternoon shift- 1500hrs to 2300hrs
Night shift- 2300hrs to 0700hrs
4.1.6 Arrival and Departure procedure
4.1.6.1 Group Check-In
A rooming list with names and room numbers will be furnished to the Bell Desk
prior to the arrival of the group.

The Bell Boy should be aware of the rooming list. After the group has arrived, the
Bell Boy must count the pieces of baggage at the lobby and counter check this with
the number given by the group leader.

Keep a copy of the rooming list.

Note single and double occupancy rooms.

Check the group leader’s room number.

Once the group arrives, unload the baggage from the vehicle.

Sort out the baggage as suitcases, bags, hand luggage and fragile items.

Tag the baggage.

After registration, as the guests approach the baggage, check the room numbers and
mark the same on the baggage tag.

Inform the guest that the baggage will reach the room shortly.

Fill-up the Errand Card with the time, number of pieces of baggage and room
numbers.

Carry the baggage to the rooms in the trolley.

Place the baggage on the racks in the room and return to the Bell Desk.

Counter check with the Bell Caption or the Group Leader about the number of
pieces of baggage.

4.1.6.2 Check-Out Procedures

Check with guest as to what time he would like his baggage collected.

Inform the cashier to get the bill prepared.

Ensure that the bell boy presents himself at the room, exactly on time as the guest
requested.

As the guest settles the bill, inform the door man to keep the vehicle ready.

Place the baggage in the vehicle before the guest approaches.

Wish the guest a pleasant journey and return to the bell desk

4.1.6.3 Check-Out Process

As the guest calls for the baggage to be collected, the bell Boy prepares a departure
Errand Card and notifies the Bell Caption.

He then Proceeds to the room and reports to the guest.

While in the room, the boy checks for any item left behind by the guest, or for any
missing item from the room viz. the telephone unit, television remote control,
ashtrays, etc.

Checks the mini-bar consumption and inform the room service and cashier
accordingly.

Collects the room key room key from the guest and escorts him down to the lobby
along with the baggage.

Directs the guest to the cashier for settling his/her bill.

Informs the door-man to call for the vehicle.

Once the bill is settled, the baggage is loaded into the vehicle.

Wishes the guest a pleasant journey, and bids him/her farewell.

Reports back to the Bell Captain and complete the Errand Card.

4.1.6.4 Rooms & Tariff

The hotel has 174 rooms including deluxe suites which are all equipped with the
latest technology infrastructure. Rooms are modern, offer superb comfort and are
spacious with king bed rooms of 38 sq. m in size.
All rooms are Wi-Fi enabled with a 42 inch LCD flat screen TV. Two exclusive
floors of 38 rooms and suites are dedicated to the business traveller with exclusive
access to the Executive Lounge.

4.1.7 MICROS SOFTWARE USED IN LAGOONA BEACH

Micros software used in Lagoona which is very famous and popular in the world
wide. In each and every department use micros because it is very simple and easy
as well as flexible to understand and processing units. It is very easy for the
registration and reservation to the guests.

HOUSEKEEPING DEPARTMENT
4.2 INTRODUCTION
The housekeeping department is one of the most important departments of a hotel
and it is the biggest physical area in many hotels. The HK department is the nerve
centre of a hotel and is responsible for the cleanliness, maintenance and aesthetic
up keep of the hotel rooms and surroundings. It is an extension of basic home
keeping multiplied into commercial proportions. Therefore just as we enjoy
keeping a sparkling home for ourselves and guest who visit us at home the house
keeping department takes pride in keeping the hotel clean and comfortable so as to
create “home away from home”. In easy language, HK means keeping a house neat
and clean and orderly
This department in Lagoona HOTEL is very high standard and hygienic to every
section of housekeeping
4.2.1 Room supplies and amenities
4.2.1.1 Table-leather folio on the working Table
 Letter head (large) 1
 Letter head (small) 2
  Hotel layout 1
 Safety procedure 1
 Priority club form 1
 Gate pass 1
 Complaint card 1

4.2.1.2 Drawer:
 Room service menu
 Directory of service
 International dailing

4.2.1.3Over the mini bar cabinet

 Electric water boiler 1
 Tea sachets 3
 Coffee sachets 3
 Creamer 3
 Tea or coffee cup 2
 Drinking water 2

4.2.1.4Wardrobe:
 Door knob cards 2 nos. each
 Laundry bag and list 1
 Shoe shine request 1
 Extra pillow 1
 Hangers (gents / ladies) 5 gents, 3 ladies
 Iron and ironing board 1 each

4.2.1.5Bathroom supplies and Linen:

 Hand towels 3
 Face towels 3
 Bath towels 3
 Bathmat 1
 Toilet paper roll 2
 Tissue paper 1
 Shampoo 1
 Foam bath 1
 Moisturizer 1
 Bathe soap (body bar) 1
 Hand bar 1
  Shower cap 1
 Sewing kit 1
 Shaving kit 1
 Sanitary bag 1
 Gargle glass
 Ashtray

Hierarchy of the Housekeeping Department

Executive Housekeeper

ASSISTANT Executive
Housekeeper

Laundry Supervisor

Floor supervisor

DESK Supervisor Public Area Supervisor

Room Attendant

4.2.2 Duties and Responsibility of Housekeeping Staff

4.2.2.1 Executive Housekeeper
 Supervises all housekeeping employees.
  Has the authority to discharge, plan and assign work assignment inform new
employees of property regulations, inspects.
 Housekeeping personnel work assignments and regulation supplies.
 Maintains a time log record of all employees.
 Checks the room occupancy report every morning and schedules the room cleaning.

4.2.2.2 Assistant housekeeper

 The assistant housekeeper usually reports to the executive housekeeper.
 In hotels where an additional senior position of deputy housekeeper exists, the assistant
housekeeper may report to the executive/deputy housekeeper.
 His/her responsibility involves the daily supervision of the specific areas within the hotel.
 In the absence of the executive housekeeper, all the mentioned duties and responsibilities
are taken over by assistant housekeeper.

4.2.2.3 Floor supervisors

 The floor housekeeper reports to the assistant housekeeper and executive housekeeper.
 Floor housekeeper has final responsibility for the condition of the guestrooms. Each floor
keeper is assigned two or three wings in the hotel.
 Floor supervisor gives the room attendants their assignment and the floor master keys, which
are returned at the end of the day.
 They check, supervises, and approves the attendants work and makes periodical inspection of
the physical condition of all rooms in the wing assigned to them respectively.

4.2.2.4 Public area supervisors

 The public area supervisor reports to the assistant housekeeper. Public areas are ‘front-of
–the-house’ areas such lobby, entrance, guest corridors and so on.

4.2.2.5Night supervisor
 The night supervisor reports to the assistant housekeeper. He supervises all night staff
engaged in the cleaning of all the public areas & guestrooms in the hotel.
 Linen room supervisor/linen keeper.
 The linen room supervisor reports to the assistant housekeeper.
 She supervises the work of the linen room and may have several linen attendants to assist
her in providing clean, presentable linen throughout the house.
 a) 4.2.3 Cyclic Cleaning Procedure
In addition to daily cleaning routine a room attendant normally has some cleaning
chores that are of a time consuming nature. Such items may sometimes be beyond the
physical capacity and need the assistant of houseman . Such tasks are:
 Polishing brass ware.
 Scrubbing of bathroom tiles.
 Pest control.
 Laundering of lace curtains.
 Scrubbing of shower curtains.
 Cleaning of window panes.
 Scrubbing of balconies.
 Vacuuming of carpets under heavy furniture.
 Cycling potted plants with the nursery.

4.2.3.1Equipment Used By Housekeeping Department

 Broom and brushes.
 Vacuum cleaners.
 Bucket.
 Swabs.
 Floor clothes.
 Chamois leather.
 Dusters.

4.2.3.2 Liquid or Chemical Used For Cleaning Purpose

 R1 - Bathroom cleaner cum sanitizer concentrate.
 R2 - Hygiene hard surface cleaner.
 R3 - Glass cleaner.
 R4 - Wooden floor cleaner.
 R5 - Room freshener.
 R6 - W.C cleaner.
 DUTY ROASTER
NAME MO TU WE TH FRI SA SU
N E D R T N
EXECUTIVE HOUSE M M M M M M OF
KEEPER F
ASSISTANT HOUSE M M M M M OF M
KEEPER F
SUPERVISOR-1 M M M M OF M M
F
SUPERVISOR-2 A A A A A OF A
F
SUPERVISOR-3 A A A A A A OF
F
SUPERVISOR-4 M M M OF M M M
F
ROOM BOY-1 M M M M M M OF
F
ROOM BOY-2 M M M M M OF M
F
ROOM BOY-3 M M M M OF M M
F
ROOM BOY-4 M M OFF M M M M
Table 2 : Duty roaster of housekeeping department

Shift Timing:-
Morning- 07 -16 hrs.
Afternoon- 13 – 22 hrs.
Night – 22- 07 hrs.

4.2.3.3 Linen and uniform room

 Places linen and uniforms in containers for transport to laundry.
 Sort's items and counts and records number of items soiled.
  Examines laundered items to ensure cleanliness and serviceability.
 Sends torn articles to the seamstress for repair.
 Stores laundered linen and uniforms on shelves after verifying numbers and types of article.
 Issues linen and uniforms, which are both to be exchanges on a clean-for-soiled basis only.
 Counts and records linen to fill requisition.
 Check periodically the condition of hotel linen and uniform.
 Should know basic tailoring works.
 Periodic inventories of linen and uniform.
 Ensure that the linen and uniforms are neatly and systematically arranged and stacked.
 Give on the job training for new joiners.
 Receives, sorts and double checks conditions of all linen and uniforms, records all outgoing
and incoming from the laundry thoroughly before storing and issuing.
 Separates linen or uniforms that need repair and / or special treatment and forward it to the
tailor and/or Laundry Manager for immediate action.
 Distributes cleaning rags on a dirty to clean basis.
 Assist Linen Room/Uniform Supervisor in checking quality and quantity of all new
incoming textiles to ensure they meet the Hotel's specifications and provide new incoming
stocks with accurate stamps.
 Reports to the Linen Room/ Uniform Supervisor when stocks reach the minimum for order
purposes.
 Performs all duties and responsibilities in a timely and efficient manner in accordance with
established company policies and procedures to achieve overall objectives of this position.

4.2.4 Categories of Room with Amenities

4.2.5 One Bedroom Sea View 17 rooms and Partial Sea View -17 rooms (34
rooms)
Amenities
 One big bedroom
 Bathroom
 Pax Adult 2 and Children 1
 Room size 105m
 Minibar
 42 inch TV
 Three or more telephone
 High-speed internet access
 Shampoo, Conditioner, Shower jel and Body Lotion
 Towels
 Kitchen
 Individual air conditioning control
 24-hour concierge
 Morning newspaper
 Crib upon request
 Robes
 24-hour room service
 Coffee maker
  Cable/Satellite TV channels
 Dual line phones
 Separate shower
 Individual heat control
 Windows that open
 In-room safe

4.2.4.2 Two Bedroom Sea View 34 rooms and Partial Sea View 34
rooms (68 rooms)

Amenities
 Pax 3 Adult and 2 Children
 1 King bedroom and 1 twin bedroom
 Living Area
 Kitchen
 3 Bathroom
 Room Size 156m
 Hairdryer
 Minibar
 42 inch TV
 Three or more telephones
 High-speed internet
 Analogue phone line
 Individual air conditioning cooling
 24 hour concierge
  Morning newspaper
 Crib upon request
 Robes
 24-hours room service
 Coffee maker
 Cable/Satellite TV channels
 Dual line phones
 Separate showers
 Individual heat control
 Windows that open
 Same as above

4.2.4.4 Three Bedroom Sea view 17 rooms and Partial Sea View 17
rooms (34 rooms)

Amenities
 Separate work area
  1 King bedroom 1 queen bedroom and 1 Twin bedroom
 Pax 4 Adult and 2 Child
 Room size 204m
 Kitchen
 Bathroom 2
 Living area
 Hairdryer
 Minibar
 42inch TV
 Three or more telephones
 High-speed internet
 Analog phone lines
 Individual air conditioning control
 24- hour room service
 Coffee maker
 Cable/Satellite TV channels
 Dual line phones
 Desperate showers
 Individual heat control
 Windows that open
 In-room safe
 Same as above

One Bedroom Sea View 4 rooms and Partial View 4 rooms in Executive
Floor (8 rooms)
Amenities
 1 King bedroom
 2 Bathroom
 Bathroom items
 Kitchen items
 Coffee Machine
 Micro wave
 Bread toaster
 Safety deposit box
 Same as above only difference is VIP amenities
 Balcony etc

Two Bedroom Sea 8 rooms and Partial View 8 rooms in Executive Floor
(16 rooms)
Amenities
 Same as superior floor
 VIP amenities
 Balcony
 Kitchen items
 Bathroom items
 Balcony
 Safety deposit box
 Iron board
 Iron
 Hairdryer
  TV
 DVD etc.

Three Bedroom Sea view 4 rooms and Partial View 4 rooms in

Executive Floor (8 rooms)

Amenities
 Same as Superior floor
 1 King bedroom
 1 Queen bedroom
 1 Twin bedroom
 Shaving kits
 Shower cap
 Comb
 Vanity bag
 Sanitary bag
 Dental kits
 Shoap
 Shampoo
 Conditioners
  Body lotion
 Shower jeel
 laundry bag
 Kitchen Items
 Towels
 TV
 DVD
 Safety deposit box
 Balcony
 VLP amenities
 etc

Presidental Penthouse 2 rooms Emiri Penthouse 2rooms

Amenities
 Pax 4Adult 2 Child
 Swimming Pool
 Balcony
 Terrace
 Room size 340 m
 1 King bedroom
 1 Queen bedroom
 1 Twin room
  1 house wife room
 5 Bathrooms
 Safety deposit box
 Living Area
 Kitchen
 VIP amenities
 Towels
 All kitchen and Bathroom supplies
 24 hours HK service
 All items
 Telephone
 54 inch TV

Royal Penthouse 2 rooms

Amenities
 Pax 6 Adult 2 Child
 Swimming Pool
  Balcony
 Terrace
 Room size 390 m
 1 King bedroom
 2 Queen bedroom
 1 Twin room
 1 house wife room
 5 Bathrooms
 Living Area
 Kitchen
 VIP amenities
 Towels
 All kitchen and Bathroom supplies
 24 hours HK service
 All items
 Telephone
 54 inch TV
 Washing Machine
 Shaving Kits
 Comb
 Dental Kits
 Shower cap
 Sanitary Bag
 Vanity bag
 Shampoo
 Shower jeel
 Conditioners
 Body lotion
 Shop
 Newspaper
 Coffee Machine
 Minibar
 Microwave
 Kettle
 Fridge
 Towels
 Etc
4.2.5 Laundry Department
The word laundry means simple clean all the linen and arrange in the proper way.
It is another department under housekeeping. The laundry department to manage
the linen supply. The linen supply includes the towels such as face towel, bath
towels, bath mat, hand towels, pillow case, bed sheet etc. The Laundry department
also gives laundry services normally include wet cleaning, dry cleaning and
pressing. It is the responsible in taking good care of the guest and staff uniform and
have good inventory control. And collect soiled linen also.
Duties and responsibilities Laundry Supervisor
 Proper inventory of the linen
 responsible to manage linen supply
 good care and give laundry services
 maintain work place
4.2.6Lagoona Beach Laundry
Step 1
Obtain a laundry bag from the hotel, which is usually already in the hotel room,
however the room doesn't have one, simple ask the front desk or a hotel staff for a
bag.
Step 2
View the price list for laundry and dry cleaning services to avoid any nasty shocks
when the clothes are returned. Hotel laundry service can be prohibitively
expensive, so know what you are getting into before commit.
Step 3
Find the attached card indicating which items of clothing are in the bag whether
you would like each items washed, dried and folded, dry cleaned or ironed.
Step 4
Leave the laundry bag in the room for the maid to pick up or in the hallway, as per
the instruction attached the laundry bag. If you would rather not leave your clothes
in the hall when instructed to do so, contact the front desk for the alternate options.
Step 5
Take the note the laundry service turnaround times and inquiry about delivery if
your clothes are not back reasonable close to the time when you need them. In
most cases, your clothes will be your return to your room in ready to wear
conditions.
Step 6
Pay for the laundry service received. The total should be add to your bill, so you
can take care of it when you check out.
4.2.7 Equipment and Machine Use in the Laundry
 Washing machine
 Iron board
 Pressing machine
 Iron
 Trolley
 Hydrollic Machine
 Chemicals Machine
 Dry Machine


FOOD PRODUCTION DEPARTMENT

4.3 INTRODUCTION
Food production is a department which is involved in preparation of food. A process
in which raw materials are cooked, combined and transformed to make a dish. The
scope of food production has been widening at faster place in world wide. Food
production department in LAGOONA hotel is very popular among people. It serves
many authentic dishes & choices of many international cuisines, which give real
taste of five star standard. The hierarchy, varies depending on the kitchen, the menu
served and the area of operation.
It is main place in hotel where all the flavor and aromas fascinate the guest. This
department produces maximum amount of revenue to the hotel. It is very much
needed to give proper attention towards it and should provide the all needed to
improve the business. The division of the kitchen into various sections has made
the operations successful. There are no set for deciding the sections, staff to handle
them.
Kitchen is very advance in nature at Lagoona hotel in Manama, Budiya because
this hotel almost busy in Saudi holiday or weekend as compare to other hotels and
which have international brands of modern technologies and equipment like slicer,
mixers, grinder, juice extractor, oven, walk-in, refrigerators have increased the
efficiency of the kitchen. The restaurant has brought the kitchen into the service
area where the guest can ask to prepare according to his requirement as per
ordering from live counter. They followed proper & systematic work process in the
kitchen.
The Food prepared in Lagoona has high standard of hygiene. They followed proper
and continuous cleaning of area along with that disposable food waste are seen
very limited in quantity, which avoid growing place for micro-organism, which can
cause food poisoning if not treated properly.
4.3.1 SECTION OF KITHEN IN LAGOONA HOTEL:-
DA ROSA KITCHEN
Da Rosa features an outstanding Middle Eastern menu with touches of traditional
Lebanese influence in an upscale and cosy atmosphere, welcoming to an intriguing
ambience with interesting cuisine. Da Rosa kitchen prepare breakfast, dinner and
lunch for the guests. The schedule opening Da Rosa kitchen is 8 am to 12 pm. Da
Rosa kitchen serve A la carte or package menu towards the guests.
SALADS
Tawook Light Salads
Field green and red lettuce with mustard dressing with green and black olives, cherry tomato,
beetroot, grilled tawook and garnish with pomegranate and pines nuts.

Stuffed Falafel
Same as tawook light but add falafel balls.

Fatoush
Iceburg lettuce with mint, Barbara leaf, red radish, slice green capsicum, diced cut cucumber and
tomato served with fatoush dressing and garnished with fatoush bread and pomegranate
molasess.

Tabbouleh
Chopped parsley, onion, tomato and balgur rice served with lemon, salt and olive oil garnished
with pomegranate.

Rokka
Rokka leaf with black and green olives and grill halomi cheese served with rokka dressing
garnished with pomegranate.

COLD MEZZA
Labneh
Labneh Mutabel
Labneh Beetroot
Labneh bin Zaatar
Jibnah Mutabel
Mutabel
Beetroot Mutabel
Babaghanouj
Vine Leaves
Hummous
Hummous Beiruty
Hummous bin Lahem
Beetroot Hummous
Chili Hummous
Avocado Hummous
Cold Mezza Platter
(vine leaves, chili hummous, lebnah, mutable, hummous and tabulah)
HOT MEZZAS
Fakara Egg Awrama
Fakara Mushroom Labem
Fakara Tomato Lamb
Falafel
Spicy Falafel Mahshi
Kibbeh
Batata Kibbeh
Kibbeh Sajiya
Lagoon Arayess
Cheese Arayes
Chicken Wings
Sujuk
Chicken liver
Spring roll
Grilled Hallomi
Batata Hara
Foul Madamas
Hot Mezza Platter
( foul madamas, chicken liver, falafel, kibbeh, chicken wings, batata hara)
GRILLS AND SKEWERS
All charcoal grills are served
Shish Tawook
Skewers of charcoal grilled chicken chunks, marinated in our special traditional spices.

Spicy Shish Tawook

Same as above shish tawook but add green chilli paste.

Tawook Light
Grilled chicken breast with tawook salads.
Tikka Laham
Marinated tender lamb chunks grilled to order.

Baharaini Tikka
Tender lamb chunks marinated in black lumy and special traditional spices.

Iranian Tikka
Tender lamb chunks marinated in lagoona special marination.

Mix Grill
A combination of Tikka laham, Shish Tawook, Kabab Labam, Kabab Dajaj and Lamb Chop

Jumbo Shrimp Grill

Shrimp Jumboo marinated with lemon mustard spices

Salmon Grill
Same as jumbo shrimps.

Half Grill Chicken

Boneless chicken marinated in special traditional spices.

KABABS
Kabab Dajaj
Minced chicken marinated in special spices.

Kabab Laham
Minced lamb marinated in special spices.

Kibbah Skewers
Minced lamb with burghul in our special house.

Kabab Orfali
Minced lamb, grilled tomato, onion with special marination.

Kabab Istanbouli
Minced lamb with garlic, mint and pine nuts.

Kabab Bathinjan
Minced lamb, egg plant, onion with special marination
Kabab KheshKhash
Grilled minced lamb served with kheshkhash sauce.

Kabab Bin Laban

Grilled minced lamb served in crispy bread and yoghurt.

PIZZAS

Jibnaha
Cheese and pizza sauce.

Souq Supreme
Vegetables,cheese, pesto and pizza sauce

Sujuk Special
served with sujuk, sliced tomato, onion, cheese and pizza sauce.
Bahraini Bay
Mixed Seafood.

Papparazzi

Pepperoni, cherry tomato, olive, cheese and pizza sauce.

Ala Dajaj
Chicken pizza.

SAAJ
Zataar Saj
Halloumi Saj
Zataar Labneh Saj
Labneh Saj
SWEETS
Halawat Al Jibn
Gazal Al Banat
Mafrouket Fustuq
Osmalieh
ROOM SERVICE KITCHEN
Room service kitchen is full service to the guest like 24 hours which serve
breakfast, dinner and lunch in the guest room with the help of room service. Room
service kitchen also prepare food for the da rosa kitchen like rice, chicken etc.
Labanese Breakfast
Hummous
Labeh
Arabic Pickle
Mixed Olives
Vegetable Plate
Arabic Bread
Foul Madamas
Falafel
Halloumi Cheese
Choice of Egg
Lagoona Breakfast
Fruit Plate
Crossisant, Muffins
White Toast
Yoghurt
Choice of Egg
English Breakfast
Fruit Plate
Pancake
Choice of Egg
Beef Bacon
Baked Beans
Hash Brown
Grilled Tomato
Mushroom
Bread Toast
CHANDLIER KITCHEN
Chandelier kitchen is the Italian kitchen which serve or prepare Italian soups, main
course and desserts to the guest.
SOUPS
Mushroom soup: A reach creamy soup made with roasted mushroom, cream and
parmesan satisfying mushroom carving
Seafood Chowder: Chunks of seafood in a bowl of stewed rich cream.
Brokaley Soup: Broccoli and kale soup with melted cheddar.
SALADS
The Burrata (with salmon): Brown toast topped with mashed avocado, burrata
cheese and field greens, cherry tomato, finished with pesto sauce.
Kale Salad: Fresh lettuce, kale, red quinoa with cherry tomato, mix olive,
strawberry, truffle oil, pine nuts, goat cheese and special dressing with truffle oil.
Caesar Salad: Fresh Lettuce, crispy toast bread, Caesar dressing, marinated grilled
chicken with pesto, parmesan cheese and avocado.
Chandelier Avenue: Field green topped with cherry tomato, walnuts, mixed olives,
dates, pomegranate, feta cheese and crispy matai with pomegranate molasses
dressing.
Quinoa Salad: Protein packed quinoa with splash of ranch sauce, field green with
chick peas, avocado, pine nuts, edamame, cherry tomatoes and served with lemon
mustard dressing.
Caprese Salad: Fresh mozzarella, tomato, fresh basil, and pesto.
PIZZA
Chandelier Seafood: Mixed seafood, cheese and pizza sauce.
Chandelier supreme: Fresh market vegetables, cheese, pesto and pizza sauce.
Papparazzi: Pepperoni, cherry tomato, olive, cheese and pizza sauce.
Pizza tuna: Tuna with cherry tomato and onion, cheese and pizza sauce.
Hawaiian Pizza: Pineapple, pepperoni, pizza sauce, mushroom, cheese and tomato
sauce.
Margarita: cheese and tomato sauce
Ala dajaj: Grilled chicken, capsicum, onion with garlic sauce.
Sujuk special: Packed with sumptuous sujuk, sliced tomato, onion, cheese and
pizza sauce.
Burrata Pizza: Pizza with burrata cheese, basil and tomato sauce.
Funghi: Pizza with mushroom, black olive, cheese and tomato sauce.
PASTA
Spaghetti Ala Dajaj: Spaghetti in white sauce with mushroom, roasted basil
chicken, pine nuts and parmesan cheese.
Saffron Penne: Saffron prawns in cream sauce topped with pine nuts and parmesan
cheese.
Crispy Rigatoni: Rigatoni in white creamy cheese sauce with crispy grilled beef
bacon, mushroom and crispy onion.
Kids Spaghetti: Spaghetti with a choice of white, red or pink sauce.
Truffle Casarecce: Casarecce pasta cooked in truffle mushroom sauce with fresh
Portobello mushroom and parmesan cheese.
Rigatoni: Rigatoni and roasted pesto chicken in pink sauce with olives pine nuts
and parmesan cheese.
Fettuccine Shrimp: Fettuccine pasta with saffron and prawns, vegetables, cheese
and cream sauce.
Salmon Rigatoni: Grilled salmon in white sauce with kale, roasted cauliflower and
parmesan cheese.
RISOTTA
Chicken Mushroom: Pink mushroom risotta topped with chicken roll stuffed with
sundried tomato basil.
Saffron Lamb Shrank: Saffron risotto tossed with crispy onion, pine nuts topped
with marinated lamb shrank and parmesan cheese served with our special sauce.
Truffle Mushroom: Risotto cooked in truffle mushroom sauce with pesto chicken,
pine nuts and parmesan cheese.
Pesto Chicken: Risotto cooked in roasted pesto sauce with chicken, pine nuts and
parmesan cheese.
Salmon Kale: Risotto cooked in lemon herbs sauce, kale topped with salmon, pine
nuts and parmesan cheese.
Saffron Prawn: Saffron risotto topped with prawns, pine nuts and parmesan cheese.
ITALIAN DISHES
Fish en Papillote: Onion, zucchini, carrot, garlic, extra virgin olive oil, fish fillet,
lemon, fresh thyme, butter served with bread.
Grilled Salmon: Grilled salmon fillet, grilled potato with special sauce
Veal Escalope: Lemon veal scaloppini with rocket salad, cherry tomato, gnocchi
with cream saffron sauce.
Chicken Escalope: Scaloppini with rocket salad gnocchi with cream.
Cordon Bleu: Chicken breast stuffed with cheese, mushroom and olive.
SWEETS
Pistachio Molten: A rich pistachio sponge cake filled with pistachio sauce, served
with vanilla ice cream.
Sagoo Halwa: A local delicacy sago halwa delicacy enriched with mixed nuts,
served warm.
Rangeenatna: Traditional local delicacy dates and walnuts pie.
Tamri Pudding: A rich dates sponge cake filled with pistachio sauce, served with
vanilla ice cream.
Halawat Alteen: Traditional delicacy comprised of dried figs topped with clotted
cream and crushed walnuts.
Gaimat Nuttela: Fried dough balls with sesame and palm tree dip and nuttela, a
true Bahraini especially.
SUNSET KITCHEN
Sunset kitchen serve and prepare canapé, ice cream and other sweet items in the
beach area to the guests.
BAKERY KITCHEN
Bakery kitchen prepare different types of cake in the hotel for the occasion of
birthday, honeymoon and anniversary to the guests. And serve muffins and other
sweet items to the guest or VIP guest rooms.
Shift Timings:
Morning – 08 AM to 5:00 PM
Afternoon- 3:00 PM to 12 PM
Night- 11:00 PM to 8:00 AM
Equipment’s
 Vegetable cutter
  Combi steamer
 Juicer
 Combi Oven ten trays
 Grater
 Nutmeg grater
 Apple corer
 zester
 Electrical Knife sterilizer
 Metallic knife rack
 Undercounted 3 SS doors with on extra shelf

4.3.2 HIERARCHY OF MAIN KITCHEN

Figure 2 : Hierarchy of Main kitchen

DUTY ROSTER OF THE KITCHEN

NAME MON TUE WED THR FRI SAT SUN
EXECUTIVECHEF M M M M M M OFF
 EXCUTIVE SOUS M M M M M OFF M
CHEF

SOUS CHEF M M M M OFF M M

PASTRY SOUS A A A A A A OFF
CHEF

SOUS CHEF M M M OFF M M M

KITCHEN M M OFF M M M M
EXECUTIVE

SOUS CHEF M M M M M M OFF

C.D.P-1 A A A A A OFF A

D.C.D.P-2 M M M OFF M M M
COM-1 OFF M M M M M M
Table 3 : Duty roaster of Food production

4.3.3 Equipment used in the Kitchen

 weighing Scale –electronic
 Meat saw
 Meat mincer
 Chainmail gloves
 Robot coup mixer
 Boning Knife
 Carving Knife
 Meat cleaver
 Sharping stone
 Shapening Steal
 Electrical Knife sterilizer
 Metallic knife rack
 Blender
4.3.4 DUTIES AND RESPONSIBILITIE
4.3.4.1 Executive Chef
The following were the duties & responsibilities: -
He is head of entire Food & beverage department of the hotel. He carries out both cooking and
administrative work. He is fully acquainted with the prices, market trends & commodities in season
and custom requirement. His principle function is to plan, organize and supervise the work of the
kitchen.

He prepares pre-determined percentage of profit and works in accordance with the policy of the
establishment. He is responsible for staffing, selection and dismissal of staff in consultation with
the personnel department. The chef is responsible for the quality of food and presentation. He
organizes food festival and design menu cards. He sometimes gives finishing touches to
complicated dishes.

4.3.4.2 Executive Sous Chef: -

The following were the duties and responsibilities: -
The Sous Chef is just below the executive chef. He is deputy to the executive chef. In the absence
of the executive chef the executive sous chef takes all the care and responsibility of the kitchen.
Sous chef heads the chef de parties and commies.

He also prepares the duty rosters and allocates work to different sections.

He also advises the executive chef on all important issues and matters concerning kitchen
operations.

He is also responsible for hygiene and quality control of food.

He is the person who monitors the chefs who are absent or on leave.

4.3.4.3 Chef De Partie: -

The following were the duties and responsibilities: -
Prepares, supervises and cooks on assigned station of work. Oversees food production by commis,
chef de parties in the kitchen. Assists Sous Chef with taste panels and menu classes. Discuss food
production problems with the Sous Chef.

Assist Sous Chef with menu planning, stock control and costing. Deputize in the Sous Chefs
absence. Assists Sous Chef with departmental promotions and sales opportunities. Rotation of
foods – First in First out (FIFO).

Check quality of mis-en-place and report any problems to the Sous Chef. Take on job training to
Commis 1 and 2 and Demi Chef de partie.
4.3.4.4 Demi Chef De Partie:-
The following were the duties and responsibilities: -
In absence of Chef De Pattie, conduct shift briefings to ensure hotel activities and operational
requirements are known Prepare, cook, serve and store dishes to menu requirements,

Provides direction to the Kitchen, including Commis, Kitchen Attendants and Stewards, prepare
in advance food, beverage, material and equipment needed for the service.

Ensure minimum food wastage in the kitchen clean and reset the working area.

4.3.4.5 Commi
The following were the duties and responsibilities: -
Be able to work in another area when needed and take part in cross training when directed. Be
able to assist in same day preparation and advance preparation for another station as instructed by
the Supervisor.

Work as directed on appropriate section and directed by Chef de Partie. To make sure all food is
prepared to the correct standard and in conjunction with use charts. To ensure good food quality
and correct quantity.

To make sure all food items are sent to the correct area on time. Good rotation of food items First
in First out (FIFO). Able to work alone and within a team. Should be able to assist the Chef de
Partie and Kitchen team in general in providing an effective service for all the functions and in all
food outlets for external and internal customers.

4.3.4.6 Apprentice
The following were the duties and responsibilities: -
Apprentices are not the regular employees but they work on contract basis in the kitchen.

They have to work at least for 3 years before they are promoted to the commie level.

They help in the working of the kitchen and help in food preparation and cooking.
4.3.5 KITCHEN DESIGN
4.3.5.1 Ventilation
Staff and kitchen efficiency are affected by heating and ventilation, factors that may either
hamper or enhance productivity. Kitchen ventilation should meet three requirements;
Maintenance of comfortable working conditions

Prevention of condensation

Confining cooking smells to the kitchen

4.3.5.2 Water Supplies

Three types of water supply are present in the kitchen;
Cold and non-drinking water for pot wash, wet Bain –Marie, hand-wash basin as a feed to hot
water system.
Cold drinking water for food preparation,

Hot water for preparation sinks, pot wash.

4.3.5.3 Quality Control

The quality of service industry is much harder to define than is the case with production
industries and this is true of food production. Quality is the sum of attributes that make up a
product or service and determine to what extent it measures up to the customers expectation.
Quality is considered in term of;
Quality of design

Quality of conformance

Quality of performance

In the production industry the emphasis of quality control is on the establishment of the
numerical standards for a product and checking of products against these quality norms and
measures the various aspects such as the portion size, service temperature, maximum holding
time and other confirmation standards followed by the hotel.

4.3.5.4 Garbage Disposal

The kitchen stewarding department is responsible for the garbage disposable. There different
bins are allotted for different kind of garbage
Blue bin- this bin is used for disposing of broken glasses, tins etc.
Yellow bin- this bin is used for disposing non-bio degradable items like Plastic, papers etc.
Steel bin- this bin is used for disposal of biodegradable items (all food items).
When the bins are full the kitchen stewarding staffs takes them out. The non- biodegradable
items are disposed of in the garbage room from where the garbage is collected for dumping.
The biodegradable items are disposed of in the wet garbage room from where the garbage is
collected for dumping.

4.3.6 Hygiene and sanitation methods

. All the kitchens undergo fumigation once in a week. During fumigation, whole
kitchen is cleaned & pest controller sprays chemicals. All the veg items & non-veg
items are stored separately to prevent contamination. There are different chopping
boards for vegetables, red meat, chicken, and fish.
VEGETABLES GREEN
RED MEAT RED
FISH BLUE
CHICKEN YELLOW
The date tags are put on all used food items which are stored.
4.3.6.1 Principles followed in the kitchen
 Make sure food is properly handled.
 Use appropriate method of cooking & equipment’s.
 Follow standard recipes.
 Do not cook more than required food.
 Serve the food as soon as the food is cooked.
 Serve hot food hot and cold food cold.
 Make every presentation something special.

FOOD AND BEVERAGE SERVICE DEPARTMENT

4.4 INTRODUCTION
Food and beverage department is responsible for maintaining high quality of food
and service, costing, managing restaurant, bars, etc.
Food and beverage outlets are divided into following categories.
1 Restaurant: Restaurant are places where food and drinks served.
There are various type of Restaurants.
All Day Dining Restaurant: Open for this Breakfast, Lunch and dinner.
Fine Dining Restaurant: Type of Cuisine served.
Speciality Restaurant: Served the dishes on the Menu that has food specialities
from many different countries.
2 Lounge: Purpose offer food and drinks in comfortable and cozy seating in relax
surroundings.
3 Bar: Fast and quick service which served drinks and snacks.
4 Room service: Food and drinks served in guest to the room.
According to the Lagooma Beach, there are three outlets restaurants. They are:
DA ROSA LABANESE RESTAURANT
Da Rosa Labanese Restaurant features outstanding Middle Eastern Menu with a
touch of traditional Labanese influence in an upscale and cozy atmosphere,
welcoming you to a relaxing ambiance with excellent service in interesting cuisine.
We are delighted to showcase food menu offering the freshness and finest
ingredients prepared with sensitivity and care. We developed an elegant drinks
menu to compliment the delicious fusion creations. The perfect place to enjoy a
great lunch and delicious dinner. It is at the heart of Da Rosa Restaurant to deliver
the best quality of food with the highest level of service.
Menu of Da Rosa
SALADS
Tawook Light Salads
Field green and red lettuce with mustard dressing with green and black olives, cherry tomato,
beetroot, grilled tawook and garnish with pomegranate and pines nuts.

Stuffed Falafel
Same as tawook light but add falafel balls.

Fatoush
Iceburg lettuce with mint, Barbara leaf, red radish, slice green capsicum, diced cut cucumber and
tomato served with fatoush dressing and garnished with fatoush bread and pomegranate
molasess.

Tabbouleh
Chopped parsley, onion, tomato and balgur rice served with lemon, salt and olive oil garnished
with pomegranate.

Rokka
Rokka leaf with black and green olives and grill halomi cheese served with rokka dressing
garnished with pomegranate.

COLD MEZZA
Labneh
Labneh Mutabel
Labneh Beetroot
Labneh bin Zaatar
Jibnah Mutabel
Mutabel
Beetroot Mutabel
Babaghanouj
Vine Leaves
Hummous
Hummous Beiruty
Hummous bin Lahem
Beetroot Hummous
Chili Hummous
Avocado Hummous
Cold Mezza Platter
(vine leaves, chili hummous, lebnah, mutable, hummous and tabulah)
HOT MEZZAS
Fakara Egg Awrama
Fakara Mushroom Labem
Fakara Tomato Lamb
Falafel
Spicy Falafel Mahshi
Kibbeh
Batata Kibbeh
Kibbeh Sajiya
Lagoon Arayess
Cheese Arayes
Chicken Wings
Sujuk
Chicken liver
Spring roll
Grilled Hallomi
Batata Hara
Foul Madamas
Hot Mezza Platter
( foul madamas, chicken liver, falafel, kibbeh, chicken wings, batata hara)
GRILLS AND SKEWERS
All charcoal grills are served
Shish Tawook
Skewers of charcoal grilled chicken chunks, marinated in our special traditional spices.

Spicy Shish Tawook

Same as above shish tawook but add green chilli paste.

Tawook Light
Grilled chicken breast with tawook salads.

Tikka Laham
Marinated tender lamb chunks grilled to order.

Baharaini Tikka
Tender lamb chunks marinated in black lumy and special traditional spices.

Iranian Tikka
Tender lamb chunks marinated in lagoona special marination.

Mix Grill
A combination of Tikka laham, Shish Tawook, Kabab Labam, Kabab Dajaj and Lamb Chop

Jumbo Shrimp Grill

Shrimp Jumboo marinated with lemon mustard spices

Salmon Grill
Same as jumbo shrimps.

Half Grill Chicken

Boneless chicken marinated in special traditional spices.

KABABS
Kabab Dajaj
Minced chicken marinated in special spices.

Kabab Laham
Minced lamb marinated in special spices.

Kibbah Skewers
Minced lamb with burghul in our special house.

Kabab Orfali
Minced lamb, grilled tomato, onion with special marination.

Kabab Istanbouli
Minced lamb with garlic, mint and pine nuts.

Kabab Bathinjan
Minced lamb, egg plant, onion with special marination

Kabab KheshKhash
Grilled minced lamb served with kheshkhash sauce.

Kabab Bin Laban

Grilled minced lamb served in crispy bread and yoghurt.

PIZZAS
Jibnaha
Cheese and pizza sauce.

Souq Supreme
Vegetables,cheese, pesto and pizza sauce

Sujuk Special
served with sujuk, sliced tomato, onion, cheese and pizza sauce.

Bahraini Bay
Mixed Seafood.

Papparazzi
Pepperoni, cherry tomato, olive, cheese and pizza sauce.

Ala Dajaj
Chicken pizza.

SAAJ
Zataar Saj
Halloumi Saj
Zataar Labneh Saj
Labneh Saj
SWEETS
Halawat Al Jibn
Gazal Al Banat
Mafrouket Fustuq
Osmalieh

CHANDELIER RESTAURANT

Chandelier Restaurant features outstanding Italian and Continental Menu with a

touch of famous Italian dishes in an upscale and cozy atmosphere and welcoming
guest with excellent service as well as deliver the best quality of food with high
level of service.
Menu of Chandelier
SOUPS
Mushroom soup: A reach creamy soup made with roasted mushroom, cream and
parmesan satisfying mushroom carving
Seafood Chowder: Chunks of seafood in a bowl of stewed rich cream.
Brokaley Soup: Broccoli and kale soup with melted cheddar.
SALADS
The Burrata (with salmon): Brown toast topped with mashed avocado, burrata
cheese and field greens, cherry tomato, finished with pesto sauce.
Kale Salad: Fresh lettuce, kale, red quinoa with cherry tomato, mix olive,
strawberry, truffle oil, pine nuts, goat cheese and special dressing with truffle oil.
Caesar Salad: Fresh Lettuce, crispy toast bread, Caesar dressing, marinated grilled
chicken with pesto, parmesan cheese and avocado.
Chandelier Avenue: Field green topped with cherry tomato, walnuts, mixed olives,
dates, pomegranate, feta cheese and crispy matai with pomegranate molasses
dressing.
Quinoa Salad: Protein packed quinoa with splash of ranch sauce, field green with
chick peas, avocado, pine nuts, edamame, cherry tomatoes and served with lemon
mustard dressing.
Caprese Salad: Fresh mozzarella, tomato, fresh basil, and pesto.
PIZZA
Chandelier Seafood: Mixed seafood, cheese and pizza sauce.
Chandelier supreme: Fresh market vegetables, cheese, pesto and pizza sauce.
Papparazzi: Pepperoni, cherry tomato, olive, cheese and pizza sauce.
Pizza tuna: Tuna with cherry tomato and onion, cheese and pizza sauce.
Hawaiian Pizza: Pineapple, pepperoni, pizza sauce, mushroom, cheese and tomato
sauce.
Margarita: cheese and tomato sauce
Ala dajaj: Grilled chicken, capsicum, onion with garlic sauce.
Sujuk special: Packed with sumptuous sujuk, sliced tomato, onion, cheese and
pizza sauce.
Burrata Pizza: Pizza with burrata cheese, basil and tomato sauce.
Funghi: Pizza with mushroom, black olive, cheese and tomato sauce.
PASTA
Spaghetti Ala Dajaj: Spaghetti in white sauce with mushroom, roasted basil
chicken, pine nuts and parmesan cheese.
Saffron Penne: Saffron prawns in cream sauce topped with pine nuts and parmesan
cheese.
Crispy Rigatoni: Rigatoni in white creamy cheese sauce with crispy grilled beef
bacon, mushroom and crispy onion.
Kids Spaghetti: Spaghetti with a choice of white, red or pink sauce.
Truffle Casarecce: Casarecce pasta cooked in truffle mushroom sauce with fresh
Portobello mushroom and parmesan cheese.
Rigatoni: Rigatoni and roasted pesto chicken in pink sauce with olives pine nuts
and parmesan cheese.
Fettuccine Shrimp: Fettuccine pasta with saffron and prawns, vegetables, cheese
and cream sauce.
Salmon Rigatoni: Grilled salmon in white sauce with kale, roasted cauliflower and
parmesan cheese.
RISOTTA
Chicken Mushroom: Pink mushroom risotta topped with chicken roll stuffed with
sundried tomato basil.
Saffron Lamb Shrank: Saffron risotto tossed with crispy onion, pine nuts topped
with marinated lamb shrank and parmesan cheese served with our special sauce.
Truffle Mushroom: Risotto cooked in truffle mushroom sauce with pesto chicken,
pine nuts and parmesan cheese.
Pesto Chicken: Risotto cooked in roasted pesto sauce with chicken, pine nuts and
parmesan cheese.
Salmon Kale: Risotto cooked in lemon herbs sauce, kale topped with salmon, pine
nuts and parmesan cheese.
Saffron Prawn: Saffron risotto topped with prawns, pine nuts and parmesan cheese.
ITALIAN DISHES
Fish en Papillote: Onion, zucchini, carrot, garlic, extra virgin olive oil, fish fillet,
lemon, fresh thyme, butter served with bread.
Grilled Salmon: Grilled salmon fillet, grilled potato with special sauce
Veal Escalope: Lemon veal scaloppini with rocket salad, cherry tomato, gnocchi
with cream saffron sauce.
Chicken Escalope: Scaloppini with rocket salad gnocchi with cream.
Cordon Bleu: Chicken breast stuffed with cheese, mushroom and olive.
SWEETS
Pistachio Molten: A rich pistachio sponge cake filled with pistachio sauce, served
with vanilla ice cream.
Sagoo Halwa: A local delicacy sago halwa delicacy enriched with mixed nuts,
served warm.
Rangeenatna: Traditional local delicacy dates and walnuts pie.
Tamri Pudding: A rich dates sponge cake filled with pistachio sauce, served with
vanilla ice cream.
Halawat Alteen: Traditional delicacy comprised of dried figs topped with clotted
cream and crushed walnuts.
Gaimat Nuttela: Fried dough balls with sesame and palm tree dip and nuttela, a
true Bahraini especially.

SUNTSET
Sunset features are served snacks and drinks to the guest in island with good and
best service.
ROOM SERVICE
All the food and drinks items served to the guest in the room with the highest level
of service.
Menu of Room Service
Labanese Breakfast
Hummous
Labeh
Arabic Pickle
Mixed Olives
Vegetable Plate
Arabic Bread
Foul Madamas
Falafel
Halloumi Cheese
Choice of Egg
Lagoona Breakfast
Fruit Plate
Crossisant, Muffins
White Toast
Yoghurt
Choice of Egg
English Breakfast
Fruit Plate
Pancake
Choice of Egg
Beef Bacon
Baked Beans
Hash Brown
Grilled Tomato
Mushroom
Bread Toast
MEAL PROVIDED AS PER HOTEL STANDARD
Breakfast – The breakfast buffet is from 7am to 10:30 am.
Lunch – The a la carte menu offered from 11:30am to 11:00 pm. The buffet is also
served from 3 pm to 7 pm.

High tea – Sandwiches and other snacks are served between 3 pm to 7 pm from the
a la carte menu.

Dinner – The a la carte menu is offered from 7pm to midnight, and on days when
there is a buffet, i.e. Wednesday, Thursday, friday and Saturday the dinner buffet
operates from 6:30pm to 10:30pm.

Many dishes are served around the clock in a la carte, i.e., they can be ordered
anytime of the day and are available 24hours.

4.4.1 Duties & Responsibilities of Staff:

4.4.1.1 Food and Beverage Manager
The food and beverage manager is responsible for the efficient operations of all the outlets of the
hotels, which is the private dining, restaurants, banquets etc. This includes a managing a multitude
of details with the supervisory of the outlets, such details include the food quality, inventory, cost
control, training, room set up, cash control, and guest services to name a few.

He keeps an eye on the new trends in food and beverage merchandising, cost control factors on
food and beverage production, the food and beverage manager works closely with the assistant
food and beverage managers and highly skilled chef.

Constant supervision of products, employees and supervision and services is required to ensure a
fair return on investment.

He is also responsible for holding regular meetings with section heads to ensure all areas are
working effectively and are well co-ordinate.

4.4.1.2 Asst. Food & Beverage Manager

He is the next important person in the service department. He runs the department independently
when his boss is on leave.
He takes in charge of an outlet when an outlet manager is on leave. He sets duty schedules for all
the outlet managers and monitors their progress.

He is responsible for running all the outlets of service department without facing any problem and
solves the guest problem efficiently.

He is also responsible for making report related to his concern department and same to submit to
his higher authority.

He is also responsible for indenting the service equipment’s, cutlery, crockery, glassware or any
other service kits required to the department and same to submit to the purchase manager.

4.4.1.3 Restaurant Manager

He is responsible for the setting and monitoring of the standards of service in the outlets. His
administrative duties include setting duty charts, granting leave, monitoring staff portions,
recommending staff promotions and handling issues relating to discipline.

He helps in formulating the sales and expenditure budget for the outlet.

He plays a vital role in public relations by meeting the guests in the outlets and attending to guest
complaints if any.

He is also responsible for taking of stock verification of each outlet in a monthly basis.

4.4.1.4 Banquet Manager

He is responsible for the efficient running of his section. As the banquet is a major revenue earner
in the F & B department his workload is more intensive and heavy.

He projects the budget of his department and works in close coordination with the chef in preparing
menus.

He is responsible for receiving of banquet function prospects from the guest and same submit to
the executive chef. His duty is to explain the function of the day to his senior captain.

He is duly responsible for indenting the service equipment and to the manager. His duty is to check
stock of service equipment in monthly basis.
4.4.1.5 Captain
This position exists in large restaurants as well as in food and beverage service departments of
all major hotels. The captain is basically a supervisor and is in charge of a restaurant. A captain
should possess a sound knowledge of food and beverage and be able to discuss the menu with
the guests. He should be able to take a guest order and be an efficient sales person.

4.4.1.6 Bar Man

He is responsible for the service of all the alcoholic and non-alcoholic beverages in the dispense
bar and any shortages will have be accounted by him.

He has to be extremely good with drinks.

He should know the mixing consistency of drinks for making cocktail and mocktail.

He should be able to serve drinks at a speed at the exact quantity.

4.4.1.7 Trainee

Thistle HOTEL is also a learning school for many aspiring candidates for hotel industry.
Students from colleges come to this property to learn the operational aspect. These trainers are
taught work at the grass-root level so that they can become efficient professionals. These
candidates are not the permanent staff but they assist to the stewards to finished their mise-en-
place and also assist in service to the guest.

4.5 HOTEL FACILITIES

 Health & Recreation
 Swimming Pool
 Lawn
 Meetings & Events
 Spa & wellness
 Round the clock room service
 Smoking and non-smoking rooms
 Satellite channels
 L.c.d television
 Meeting facilities
 Indoor and outdoor sports zone
 Gymnasium
 Spa
  High speed internet connectivity
 Personalized modern amenities
 In Room dining
 Doctor on call
 Full air condition
 Swimming pool
 King size bed
 Mini bar
 Safe deposit locker
 Hair dryer
 Large desk
 Coffee/tea maker
 En-suite bath room

THE LAGOONA'S HAVEN SPA

5.5 INTODUCTION
THE Lagoona's Haven Spa is the exclusive pampering destination of Bahrain. The
spa features three specious treatment rooms and features Lagoona products from
France to give our guests a premium spa experience. The spa also features in
Turkish bath, a relaxation room and a couple's room as well as ladies only spa
located on the Mezzanine floor.
Authentic ingredients with proven effectiveness are fused with traditional
therapies, to offer a true voyage of the senses. Spa service include Turkish bath,
Sauna, Nail spa and Hair salon.
TURKISH BATH
The Turkish bath starts with relaxation in the room that is heated by a continuous
flow of hot, dry air, allowing the bather to perspire freely. Bathers may then move
to an even hotter room before they wash in cold water.
MOROCCAN BATH
It is an age old traditional cleansing ritual of Moroccans which is spread across the
Middle least and popularly known as Hammam Maghrebi.
SAUNA
It is a small room or building designed as a place to experience dry or wet heat
sessions, or an establishment with one or more of these facilities.
NAIL SPA
Hydrating massage
HAIR SALON
Provide a variety of hair care and beauty services.
RECREATIONAL DEPARTMENT
5.6 INRODUCTION
Recreational department is a party game rental service located near island.\
Lagoona Recreational activities are as follows:
Kids club
Pony ride
Boating
Water sports
Jet skis
Jetovator
Fishing
Waterskiing
Etc.

FIGURE OF FOOD ITEMS IN LAGOONA BEACH

 Chapter- 5
OBSERVATIONS, EXPERIENCE AND LEARNING OUTCOMES
As being the fifth batch of Golden Gate International College it was an
achievement to be able to do internship in Bahrain. One of the memorable
moments of internship was also the first experience being away from home to the
city of Bahrain. The way hotel seemed was a five star hotel built with the
combination of all those fancy structure crafted together with so much space which
was enough to work.
Halal meats were only allowed inside the hotel premises. The hotels must take
permit form the govennment to sale and consume beverage with in the hotel. If
those rule not followed the hotels could lose their certificates for operation.
5.1EXPERIENCE
Lagoona Beach Hotel is 5-star hotel in Bahrain where I have completed my one
year of Internship. The training manager assigned two departments are as
mentioned below:
5.1.1Food and Production
Food and Production department is an interesting department where internship candidate directly
make the food and handling the guest's order as per their desire. In long duty hour’s staff
cooperated and motivated me to do my job and candidate got chance for creating new new food.

5.1.2 Housekeeping
Housekeeping department was the easiest department to work and learn because in this
department staffs are very cooperative. They guided and appreciated for our work and motivated
as well.

5.2 LEARNING OUTCOMES

Learning outcomes are statements of a learning achievement and are expressed in
terms of what the achievement and are expressed in terms of what the learner is
expected to know, understand and able to do on completion of the module.
 Greeting and Welcoming guests.
 Interaction with guest complains handling.
 Development of managerial skill.
 Knowledge of Event management.
 Fosters importance of team work.
 Sense of responsibility to job assigned.
 Punctuality is very important.
 Improvement in communication level.
 Increase in self-belief.
 Confidence level rises
 CHAPTER -7
CONCLUSION, RECOMMENDATION AND SUGGESTION
7.1 CONCLUSION
The tourism phenomenon has attracted the entire world. Tourism is a procedure for
the transfer of real resources from the developed countries to the developing
countries of the world. Tourism is also being recognized as a source of
employment. It is a highly labour intensive industry offering employment to a vast
number of people at various levels. Beside economic benefits to a country by way
of earning foreign exchange and employment generation, tourism also makes a
tremendous contribution to the social and political understanding. This project
report is based on the functional aspects of a five star hotel namely “Lagoona
Beach Luxury Resort and Spa” located in Budiya.
During the course of my industrial training in “Lagoona Beach Luxury Resort
and Spa”, functional aspects of all the departments were studied which have been
discussed in this report in different chapters under detailed operation of the
department as per contents of the reports. The purpose of this study was to explore
the operational aspects of a star hotel, to find the contribution of each department
to the overall establishment, identify the problems faced by the major operating
departments and to provide suggestions for the problems.
7.2 RECOMMENDATION AND SUGGESTION.
Woking in Lagoona Beach as a trainee was a great experience and awesome
learning platform. After six-six months of observation I would like to provide few
recommendation and suggestions for 4 major departments.
7.2.1Suggestion to Improve the Food and Beverage Service Departments
This sector is having the staff turnover is more due to less number of staff and it will lead them
to work hard to finish their work and so due to the over load of work most of the staff are
thinking to leave from this hotel and some well skilled staffs was already gone. So avoid this, the
hotel need a proper staffing and recruit more highly skilled staff to the service and also required
proper staffing. The staff working hour should be reduced. This will help to increase the
productivity and standard of the food and beverage service and The logo on hotel cutlery and
crockery are different in nature sometimes it so happen the guest on the same Table get different
crockery which bring it reputation in the hotel. The up selling of the staff is not good and this
will reduce the profit of the hotel and also require a good marketing of the product.
 7.2.2Suggestion to Improve the Front Office Departments
Telephones lines are misused in some times and it has a deluxe hotel and a lot of revenue is
generated through phone calls especially STD&ISD calls. But it was observed that the staff the
staff member made a lot of UN authorized calls unaccounted calls for personal purpose and it
should be reduced and this should not be allowed in the hotel. Sometimes the bell boy is not able
to give information about hotel and they are giving in a wrong way.

7.2.3 Suggestion to Improve the Housekeeping Department

The most guest complaints are coming due to the improper working method of maintenance
employees in the guest room or guest floor and it is the lack of coordination. The floor
maintenance should be done during the day time and this will help the house keeping
departments to avoid the complaints from guest floor and also should maintain the standard of
the room attendants is not a high standard due to the lack of knowledge. They should need
training classes about the aspect of the hotel and they should get the promotion also. The more
staff is needed in the house keeping departments and so hotel need to recruit more staff for the
smooth flowing of hotel and all the staff should be highly skilled person.

7.2.4Suggestion to Improve the Production Department

There is no counter chef to announces the order, hygiene standard should be maintain,
proper ventilation has to be provided, specific chopping board should be used for the
specific purpose, kitchen stewarding staff do their work up to standard, appreciation
should be given to the staff. Management should paid overtime for the staff. Provide
motivation, reward and appreciation to the staff about their works. All the kitchen staff
should be cooperative and coordinate with eachother and other departments also. And
they will hire more staff in the kitchen which have professional and skilled as well as
knowledgeable.
 REFERENCE
Chhetri B, O. S. (2012). Hotel Management Prinicple and Practices Part 2.

Council, W. T. (2015). Travel and Tourism Economic Impact in Nepal.

Kitchen .(2009, april 05). Retrived june09,2016, from wikipedia:

En.wikipedia.org/wiki/kitchen

Internship Objectives. (2011, February 19). Retrieved july15, 2016, from intech:

www.intech.munsu.edu/mgmtintern/objectives.html

Organizational chart. (2012, June 23). Retrieved june18, 2016, from setupmyhotel:

http://setupmyhotel.com/about-hotel-industry/hotel-organizational-chart.html

Hotel Association Nepal. (n.d.). Retrieved from HAN web site

http://www.hotelassociationnepal.org.np

IHG. (n.d.). Retrieved from IHG web site:

http://www.ihg.com/hotels/us/en/global/about/brands

Wikipedia. (n.d.). Retrieved from Wikipedia web site:

www.wikipedia.com/Lagoonabeach
.