ITC Limited is an Indian multinational conglomerate company headquartered in Kolkata, West

Bengal.] Established in 1910 as the 'Imperial Tobacco Company of India Limited', the company
was renamed as the 'India Tobacco Company Limited' in 1970 and later to 'I.T.C. Limited' in
1974. The dots in the name were removed in September 2001 for the company to be renamed
as 'ITC Limited' where 'ITC' would no longer be an initialism. The company completed 100 years in
2010 and as of 2012–13, had an annual turnover of US$8.31 billion and a market capitalization of
US$52 billion. It employs over 30,000 people at more than 60 locations across India and is part
of Forbes 2000 list.

Tobacco business and early years[edit]

"ITC Limited" was incorporated under the name 'Imperial Tobacco' which was later renamed as
'Imperial Tobacco Company of India Limited', succeeding W.D. & H.O. Wills on 24 August 1910 as a
British-owned company registered in Calcutta.[6] Since the company was largely based on
agricultural resource, it ventured into partnerships in 1911 with farmers of southern part of India for
sourcing leaf tobacco. Under the company's umbrella, the 'Indian Leaf Tobacco Development
Company Limited' was formed in Guntur district of Andhra Pradesh in 1912. The first cigarette
factory of the company was set up in 1913 at Bangalore. In 1918, leaf-buying points were created in
southern India. ITC's cigarette factory at Munger was equipped with printing facility in 1925, paving
way for its first non-tobacco business.
Though the first six decades of the Company's existence were primarily devoted to the growth and
consolidation of the cigarettes and leaf-tobacco businesses, ITC's packaging & printing business
was set up in 1925 as a strategic backward integration for ITC's cigarettes business. It is today
India's most sophisticated packaging house.[7] More factories were set up in the following years for
cigarette manufacturing across India.
In 1928, construction began for the company's headquarters, the 'Virginia House' at Calcutta. ITC
acquired Carreras Tobacco Company's factory at Kidderpore in 1935 to further strengthen its
presence. ITC helped to set up indigenous cigarette tissue-paper-making plant in 1946 to
significantly reduce the import costs and a factory for printing and packaging was set up at Madras in
1949. The Company acquired the manufacturing business of Tobacco Manufacturers (India) Limited
and the complementary lithographic printing business of Printers (India) Limited in 1953.

Towards Indianization and business diversification[edit]

The company was converted into a Public Limited Company on 27 October 1954. The first step
towards Indianization was taken in the same year with 6% of Indian shareholding of the company.
ITC also became the first Indian company to foray into consumer research during this time. During
1960's, technology was given more focus with setting up of cigarette machinery and filter-rod
manufacturing facilities aimed at achieving self-sufficiency in cigarette-making.
Ajit Narain Haskar became the company's first Indian chairman in 1969 and this was crucial in
building up the Indian management for the company. As the company's ownership progressively
Indianised, under Haskar's leadership, the name of the company was changed from 'Imperial
Tobacco Company of India Limited' to 'India Tobacco Company Limited' in 1970. ITC also became
the first company in India to start phased Indianisation of capital and the Indian shareholding of ITC
grew from 6% to 25%. ITC entered into brand sponsorship for various sporting events, starting from
the 1971 Scissor's Cup. Innovative market campaigns and electronic data processing were started in
the 1970s.
In 1973, ITC set up its integrated research center in Bangalore, aimed at diversification and
venturing into newer businesses with research and development. With the unfolding diversification
plans, the name of the company was changed to 'I.T.C. Limted' in 1974. The Indian shareholding
grew further to 40% during this time. ITC entered into the hospitality sector with hotel business in
1975 with the acquisition renaming of ITC Welcomgroup Hotel Chola in Madras. ITC chose the
hospitality sector for its potential to earn high levels of foreign exchange, create tourism
infrastructure and generate large scale direct and indirect employment.
The shareholding went over 60% in 1976 and more hotels were started by the company in the
following years. ITC Sangeet Research Academy was set up at Calcutta in 1977. In 1979, ITC
entered the paperboards business by promoting ITC Bhadrachalam Paperboards Limited. J N Sapru
took over as the company's chairman in 1983 and the international expansion started with the
acquisition of Surya Nepal Private Limited in 1985. The year 1986 saw vigorous moves from the
company with opening of an Indian restaurant was in the city of New York, acquisition and renaming
of Vishvarama Hotels to ITC Hotels Limited, setting up of two new ventures - the ITC Classic
Finance Limited and ITC Agro Tech Limited under its umbrella. ITC also entered into the edible oils
industry with the launch of 'Sundrop' brand of cooking oils in 1988. Tribeni Tissues Limited was
acquired in 1990. K L Chugh assumed the role of chairman in 1991 and ITC Global Holding Private
limited was started as an international trading company in Singapore in 1992. In 1994, all the hotels
under the company were transferred into the listed subsidiary company ITC Hotels Limited. ITC,
through the brand 'Wills', sponsored the 1996 Cricket World Cup.
Y C Deveshwar took over as the company's chairman in 1996 and the corporate governance
structure was re-crafted to support effective management of multiple businesses. ITC exited from
edible oils business and financial services; sold the ITC Classic Finance Limited to ICICI Limited and
handled the 'Sundrop' business to ConAgra Foods Limited in 1998. In the year 2000, an innovative
initiative for farmers called 'e-Choupal' was started in Madhya Pradesh in 2000. The same year
witnessed the launch of ITC's 'Wills Sport' range of casual wear with first retail outlet in New Delhi
and ITC's entry into stationery products and gifting business introducing the 'Expressions' range of
greeting cards and 'Classmate' notebooks. A wholly owned information technology subsidiary, ITC
Infotech India Limited was also started in 2000 and the ITC Bhadrachalam Paperboards Limited was
merged into ITC Limited. The name of the company was changed to 'ITC Limited' omitting the dots
and adapting the strategy 'No stops for ITC' in 2001. Employee stock option scheme was introduced
for the first time and a web portal for the company was launched. Subsidiaries for ITC Infotech were
set up at United Kingdom and USA.

Products and brands[edit]

Cigarettes[edit]
ITC Ltd sells 81% of the Cigarettes, Bidi in Asia, where 275 million people use tobacco products and
the total cigarette market is worth close to $11 billion (around Rs. 757399.4[8]million).
ITC's major cigarette brands include Wills Navy Cut, Gold Flake Kings, Gold Flake Premium
lights, Gold Flake Super Star, Insignia, India Kings, Classic (Verve, Menthol, Menthol Rush, Regular,
Citric Twist, Ice Burst, Mild & Ultra Mild), 555, Silk Cut, Scissors, Capstan, Berkeley, Bristol, Lucky
Strike, Players, Flake and Duke & Royal.

Other businesses[edit]
 Foods: ITC's major food brands include Kitchens of India; Aashirvaad, B natural, Sunfeast,
Candyman, Bingo! and Yippee!. ITC is India's largest seller of branded foods with of over Rs.
4,600 crore in 2012-13. It is present across 6 categories in the food business including snack
foods, ready-to-eat meals, fruit juices, dairy products and confectionery.
 Personal care products include perfumes, haircare and skincare categories. Major brands
are Fiama Di Wills, Vivel, Savlon Soap & Handwash, Essenza Di Wills, Superia and Engage.
 Stationery: Brands include Classmate, PaperKraft and Colour Crew. Launched in 2003,
Classmate went on to become India's largest notebook brand in 2007.
 Safety Matches and Agarbattis: Ship, i Kno and Aim brands of safety matches and
the Mangaldeep brand of agarbattis (Incense Sticks).
 Hotels: ITC's Hotels division (under brands including WelcomHotel) is India's second-largest
hotel chain with over 90 hotels throughout India. ITC is also the exclusive franchiseein India of
two brands owned by Sheraton International Inc. Brands in the hospitality sector owned and
operated by its subsidiaries include Fortune Park Hotels and WelcomHeritage Hotels.
 Paperboard: Products such as specialty paper, graphic and other paper are sold under the ITC
brand by the ITC Paperboards and Specialty Papers Division like Classmate product of ITC, well
known for their quality.
 Packaging and Printing: ITC's Packaging and Printing division operates manufacturing facilities
at Haridwar and Chennai and services domestic and export markets.
 Information Technology: ITC operates through its fully owned subsidiary ITC Infotech India
Limited.

Shareholding and listings[edit]

ITC's equity shares are listed on Bombay Stock Exchange, National Stock Exchange of
India and Calcutta Stock Exchange.[9][10] The company's Global Depository Receipts (GDRs) are
listed on the Luxembourg Stock Exchange.

Employees[edit]
As per the Annual report of the company, it had 25,963 employees as on 31 March 2013, out of
which 3,043 were women. It spent Rs. 2,145 crores on Employee benefits during the FY 2012-13.
During the same year, its attrition rate was 12%.
ITC's Chairman Y C Deveshwar has won renowned awards and recognition including Padma
Bhushan from Govt. of India 2005-09, by Boston Consulting Group and seventh-best-performing
CEO in the world by Harvard Business Review.
Meera Shankar, Indian ambassador to the USA between 2009 and 2011, in 2012 joined the board of
ITC Limited as the first woman director in its history.[11] She is an additional non-executive director of
the company.[12]
 ITC Hotels is India's third largest hotel chain with over 100 hotels.[1] It is based in the Hotels Division
Headquarters at Kolkata, West Bengal.[2] It is part of the ITC Limited group of companies.[3][4] ITC
Hotels is regularly voted amongst the best employers in Asia in the hospitality sector.[5]

Contents

 1History
 2ITC brands
 3ITC Hotels
 4References
 5External links

History[edit]
ITC Limited entered the hotel business on 18 October 1975 with the opening of a hotel in Chennai,
which was renamed Hotel Chola.[6]ITC Hotels has a reputation of playing host to visiting royalty and
world leaders time and again.[7][8][9][10]

ITC brands[edit]

ITC Grand Maratha Hotel, Mumbai

ITC Kohenur Hyderabad, Telangana

Lavasa Fortune Hotel courtyard, Lavasa, Maharashtra

The group today operates under several distinct brands:

 Fortune Hotels, which has 54 hotels with 4,446 rooms in 41 cities across India[11]
 Welcom Heritage Hotels

ITC Hotels[edit]
 ITC Rama International Aurangabad
 ITC Grand Bharat, Gurgaon
 ITC Maurya, New Delhi
 ITC Maratha, Mumbai
 ITC Grand Central, Mumbai
 ITC Sonar, Kolkata
 ITC Royal Bengal, Kolkata
 ITC Fortune Park BBD Lucknow
 ITC Grand Chola, Chennai
 ITC Narmada, Ahmedabad (Opening in 2019)
 ITC Gardenia, Bangalore
 ITC Windsor, Bangalore
 ITC Kakatiya, Hyderabad
 ITC Kohenur, Hyderabad[12]
 ITC Rajputana, Jaipur
 ITC Mughal, Agra
 ITC Grand Goa Resort and Spa, Goa (Previously, Park Hyatt Goa, before acquisition)[13][14]
 ITC hotel Colombo, Colombo (Opening in 2020)
 Grand central

It is one of India's tallest hotels and soars to a height equal to 35-floors

2.53 acers

30 story

240 rooms

5 f&b outlets

Duties of manager

 Managing and training the Front Office staff

 Ensuring the front desk provides a professional and friendly service for guests

 Dealing with guests

 Arranging staff scheduling

 Acting as liaison between General Manager and staff

 The Front Office is the area of the hotel where guests form their first and last impressions
of the hotel – this makes it really important for the Front Office Manager to work hard to
create a pleasant experience for guests to ensure their return.

Duties of supervisor
Provide outstanding services and ensure customer satisfaction.
Address customer concerns and complaints promptly and professionally.
Respond to customer needs and requests in a timely manner.
Answer phone switchboards and transfer calls and take messages.
Manage incoming and outgoing mails and faxes.
Post charges to customers and handle card and cash transactions.
Plan and assign workloads for front office associates.
Supervise associates in their assigned job duties.
Prepare operational and financial records for Manager to review.
Identify resource requirements and manage resource allocations to ensure
complete coverage and continuous availability.
Assist in hiring and training associates in front office duties.
Evaluate the performance of associates and provide appropriate feedback.
Ensure associates follow company policies and operational procedures.
Schedule regular meetings to discuss about issues and updates.
Educate associates on safety, emergency and security procedures.

Sections of Front Office

Reservation: The reservation section of the front office department of a hotel is responsible
for receiving and processing reservation queries. Layout of the Reservation Section: The
location of the reservation section depends upon the size of hotel and the volume of
business of the hotel.
Reception: This section of the front office receives and welcomes guests on their arrival in
the hotel. The personnel of this section procure all the necessary information about the
guest to complete the registration process. Functions of Reception: The following functions
are performed by the reception section of a hotel:
 Receiving and welcoming guests.
 Completing the registration formalities.
 Assigning the room.
 Sending arrival notification slips to the concerned departments.
Information Desk: As the name suggests, the information desk provides information to
guests. It is manned by an information assistant. In a small hotel, the same function may be
performed by the receptionist. The need of a separate information desk is felt in large hotels
where the traffic of guests is higher.Functions of Information Desk : Some of the functions of
the information desk are as under:
 Maintaining resident guest rack.
 Handling guest room keys.
 Co-ordinating guest mails, telegrams, faxes, couriers, parcels, etc.
 Providing information to guests regarding hotel facilities and services, city information,
etc.
 Handling guests messages.
 Paging
Cash and Bills:The cash and bills section records all the monetary transactions of guests.
It maintains guest folios and prepares the guest bills to be settled by the guest at the time of
departure. This section is headed by a cashier.Functions of the Cash and Bills Section :This
section performs the following tasks:
 Opening and maintaining of guest folios.
 Posting room charges in guest folios.
 Recording all credit charges in guest folios.
 Maintaining a record of the cash received from guests.
 Preparing bills at the time of check-out.
 Receiving cash/TC/demand draft for account settlement.
 Handling credit/debit/charge cards for the settlement of a guest account.
 Organizing foreign currency exchange for the settlement of a guest account.
Travel Desk:The travel desk takes care of travel arrangements of guests, like air-ticketing,
railway reservations, sightseeing tours, airport or railway station pick up or drop, etc. The
hotel may operate the travel desk or it may be outsourced to an external travel
agency.Functions of Travel Desk :The travel desk performs the following tasks:
 Arranging pick-up and drop services for guests at the time of their arrival and departure.
 Providing vehicles on request to guests at pre-determined rates
 Making travel arrangements like railway reservation/air-tickets
 Organizing half-day or full-day sightseeing
 Arranging for guides who can communicate in the guest’s language
Communication Section:The communication section maintains the communication
network of the hotel, which is generally quite complex. The hotel may have its own private
branch exchange (PBX), along with post and telegraph lines.Functions of Communication
Desk : The duties of the telephone operator include:
 Answering incoming calls.
 Directing calls to guest rooms through the switchboard/EPABX
 Providing information on guest services
 Processing guest wake-up calls
 Answering inquiries about hotel facilities and events
 Protecting guests’ privacy
 Coordinating emergency communication
Uniformed Services : The uniformed services in the hotel include :
 Bell Desk:The bell desk is located very close to the main entrance of the hotel. This
section is headed by a bell captain, who leads a team of bell boys and page boys.
Functions of bell desk :The bell desk is responsible for the following tasks:
 Handling guest luggage at the time of arrival and departure
 Escorting guests to their rooms on arrival.
 Familiarizing guests about safety features and in-room facilities.
 Making sundry purchases for the guest.
 At request keeps guest luggage in the left luggage room
 Concierge: The concept of concierges came from the days of European royalty; the
concierge was the castle doorkeeper in those times. His duty was to ensure that all
castle occupants were safe in their rooms at night. A concierge is often expected to
achieve the impossibleFunctions of concierge : The concierge provides the following
services to guests:
 Making reservations for dining in famous restaurants.
 Obtaining tickets for theaters, musicals, sporting events
 Arranging for transportation by limousine, car, coaches, buses, airplanes, or trains.
 Providing information on cultural and social events like photo exhibitions, art shows etc.

Duties of housekeeping staff

)Executive Housekeeper/Director of Housekeeping:-

The executive housekeeper reports to the General Manager or the Resident Manager or the
rooms division manager. He/she is responsible for the overall cleanliness and aesthetic upkeep of
the hotel. His/her duties are:-

1. Organize, supervise and coordinate the work of housekeeping staff on

day- to day basis.
2. Ensure excellence in housekeeping sanitation, safety, comfort and
aesthetics for hotel guests.
3. Prepare duty rosters and supervise the discipline and conduct of her
staff.
4. Ensure proper communication within the department by conducting
regular meeting with the staff.
5. Recruit new employees and train them for the housekeeping jobs.
6. Counsel and motivate employees on various duties.
7. Establish and maintain standard operating procedures for cleaning and
develop new procedures to increase efficiency of labor and product use.
8. Search and test new techniques and products in the market.
9. Maintain regular inventory and checking of furniture, linen, uniform,
equipments in the hotel.
10. Evaluate employee performance for promotions and transfers.
11. Approval of supply requisitions for the housekeeping and to
maintain minimum stock and cost control procedures for all materials.
12. Check the reports, files, registers maintained in the department.
13. Provide budget to the management and control of budgets
2) Deputy Housekeeper
The deputy housekeeper reports to the executive housekeeper. His/her duties are:-

1. Check and ensure that all guestrooms, public areas, back of the house
areas are clean and well maintained.
2. Inspect the work done by contractors- pest control, launry, window
cleaning, etc.
3. Prepare staff schedules and duty rotas.
4. Check periodical stocktaking and maintaining of stock records for
linen, uniform, equipment.
5. Provide necessary information to assist executive housekeeper in staff
evaluation, disciplining, termination and promotion.
6. Develop and implement training programs within the department in
consultation with the executive housekeeper.
7. Assist executive housekeeper in forecasting and budgeting for
operating and capital expenditure.
8. Take charge of housekeeping department in absence of executive
housekeeper.

3) Assistant Housekeeper/Housekeeping Manager:-

The assistant housekeeper reports to the executive housekeeper. In large hotels, where an deputy
housekeeper exists, assistant housekeeper reports to deputy housekeeper. In large hotels the
responsibilities of floors, public area are divided among assistant housekeepers. In the absence of
deputy housekeeper, all the above mentioned duties and responsibilities are taken over by the
assistant housekeeper. His/her duties are:-

1. Be responsible for efficient and orderly management of cleaning,

servicing and repairing of guest rooms.
2. Be responsible for hotel linen and check its movement and distribution
to room attendants.
3. Keep an inventory of all housekeeping supplies and check it regularly.
4. Provide front office list of ready rooms for allotment to guests.
5. Organize flower arrangements
6. Arrange training of staff within the department
7. Update records/ files/ registers etc.
8. Compile the maids roster.
9. Check the VIP and OOO rooms
4) Floor supervisor/Floor Housekeeper:-
The floor supervisor reports to the assistant housekeeper. They are responsible for the final
condition of the guestrooms on the floors allocated to them. His/her duties are:-

1. Issue floor keys to room attendants

2. Supervise cleaning on the allotted floors and areas- including
guestrooms, corridors, staircases, floor pantries of the allotted floors
3. Inspection of cleaning in rooms and coordination of the work in fllors
4. Supervise handling of soiled linen to laundry and requisitioning of
fresh ones from housekeeping
5. Report maintenance work on the floor
6. Supervise spring cleaning.
7. Coordinate with room service for tray clearance.
8. Maintain par stock for the respective floors.
9. Facilitate provision of extra services to guests such as baby sitters, hot
water bottles, other guest requests.
10. Report any safety or security hazard to the security department.
11. Check on scanty baggage
12. Prepare housekeeping status reports.
13. Inform the front office about ready rooms
14. Ensure services offered to VIPs are of highest standards.

5) Public Area Supervisor:-

The public area supervisor reports to the assistant housekeeper. He/ she is responsible for
cleaning and inspection of the front of the house areas such as entrance, lobby, guest corridors
and so on. His/her duties are:-

1. Ensure that all public areas and other functional areas are kept clean at
all times.
2. Ensure all maintenance jobs are attended in coordination with the
maintenance department.
3. Ensure all flower arrangements are placed in appropriate places in
public areas.
4. Ensure banquet halls and conference halls are kept ready for functions
and conferences.
6) Night Supervisor:-
The night supervisor reports to the assistant housekeeper. He supervises all night staff engaged in
the cleaning of public areas and guestrooms in hotel. His/her duties are:-

1. Ensure all public areas are thoroughly cleaned at night when the traffic
is low.
2. Plan order of work and direct staff accordingly.
3. Ensure submission of room attendants reports and room status reports.
4. Provide guest supplies and attend guest requests in the night like
providing water bottles, extra beds, towels etc.
5. Report safety and security hazards.

7) Linen Room Supervisor/ Linen Keeper:-

The linen room supervisor reports to assistant housekeeper. His/her duties are:-

1. Responsible for entire hotels linen.

2. Send dirty linen from laundry after checking.
3. Check laundered linen before giving it for ironing.
4. Provide linen to the various departments
5. Maintain register of linen movements and check linen regularly
6. Supervise ironing and laundering of linen of the hotel
7. Supervise work of linen room attendants and tailors
8. Make suggestions related to replacement purchases and give
requirements of linen to executive housekeepers.

8) Uniform Room Supervisor:-

The uniform room supervisor reports to the assistant housekeeper. He/ she is responsible for
maintenance of hotel staff uniforms. His/her duties are:-

1. Responsible for providing clean, serviceable uniforms to the staff.

2. Keep an inventory control of various uniforms in various stages of use
3. Set budget for procurement of uniforms and materials required for
uniform

9) Linen Room attendant/ Linen Room Maid:-

Linen room attendants report to linen room supervisor. His/her duties are:-
 1. Stacking sheets, pillowcases, towels, tablecloths, napkins in different
stacks.
2. Issue clean linen on clean- for- soiled basis.
3. Place soiled linen in containers and send these to laundry.
4. Examine and count each linen item when send to laundry and again on
return.
5. Send torn articles to seamstress for repair.
6. Maintain proper records of discards and deermine percentage of
discards.

10) Uniform Room attendant:-

A uniform room attendant reports to uniform room supervisor. His/her duties are:-i) Issue clean
uniforms while receiving soiled onesii) Send soiled uniforms for laundering.

1. Send torn uniforms to seamstress for mending.

2. Keep count of uniforms.
3. Shelve laundered uniforms after verifying types of articles.
4. Count and record linen.

11) Storekeeper:-
A storekeeper reports to senior floor or linen room supervisor. His/her duties are:-i) Control the
stock of equipment.ii) Issue equipment and cleaning materials as per demand.

1. Prepare requisitions for materials required.

2. Coordinate with purchase department for procurement of approved
materials.

12) Desk Control Supervisor:-The control desk supervisor reports to the assistant
housekeeper. It is the nerve centre of housekeeping department and is manned 24 hours a day.
His/her duties are:-

1. Coordination with front office for information on departure rooms and

handing of clean rooms.
2. Receive complaints on maintenance and housekeeping.
3. Maintain registers kept at control desk.
4. Receive special requests from guests.
 5. Maintain latest reports regarding room occupancy, VIPs, status of
rooms etc.
6. Delegation of work to attendants and supervisors.
7. Attend to phone calls received at control desk
8. Responsible for issuing guestroom keys and maintaining key register

13) Guest room attendant/ Room maids/ Chamber maids/GRA:-

Guest room attendant(GRA) report to the floor supervisor. His/her duties are:-

1. Cleans the rooms

2. Change guestroom and bathroom linen.
3. Make guest room beds.
4. Replenish guest supplies.
5. Answer guest requests promptly on the floor.
6. Responsible for collecting guest laundry.
7. Servicing of rooms in the evening( turndown service) and also provide
second service.
8. Handover lost and found articles if any found in the room
9. Replenish maids cart with supplies for the next shift
10. Arrange and stock the pantry with linen and supplies.

14) Head House person:-

He /she reports to the public area supervisor. His/her duties are:-

1. Supervises work allotted to the housemen in public areas.

2. Supervise work of people who clean carpets, wall washers, window
washers.
3. Supervise work of chandelier cleaners, vaccum cleaning machine
operators

15) House persons:-

They report to the head house persons or the public area supervisor. His/her duties are:-

1. Shift furniture in public areas.

2. Clear the garbages
3. Polish all brassware in public areas
 4. Clean all doors, windows and ventilators.
5. Clean fire fighting equipments.
6. Clean the shafts and terraces.
7. Clean chandeliers, draperies and other hard to reach areas in public
areas.

16) Tailors, seamstress and upholsterers:-They report to the Linen Room

Supervisor. His/her duties are:-

1. Mending and stitching uniforms, linen, upholstery etc.

2. Alteration of uniforms if required.
3. Refurnish all damaged upholstery.
4. Repair guest clothes if required.
5. Calculate materials required for uniforms and upholstery and purchase
accordingly.

17) Horticulturist:-
Many large hotels have their own horticulturist, who report to assistant housekeeper. He / she
leads a team of gardener in maintaining landscaped gardens of the hotel as well as in supplying
flowers from gardens for flower arrangements in the hotels. Flowers are used largely to enhance
aesthetic appeal of various areas of the hotel.

18) Head Gardener:-

He reports to the horticulturist and maintains landscaped areas and gardens in the hotel. His/her
duties are:-

1. Brief, schedule, allot duties

2. Purchase plant seeds, plantings
3. Purchase and supervise usage of manure and fertilizers.
4. Maintain watering schedules of plants and attend problems regarding
watering schedules.
5. Maintain and prepare indoor plants for the hotel.
6. Supervise and maintaining the lawns.
7. Ensure gardeners are handling equipments and tools efficiently.

19) Gardeners:-Gardeners report to the head gardener or the horticulturist. They keep
landscaped areas, lawns and gardens clean and aesthetically beautiful. His/her duties are:-
 1. Dig landscaped areas and maintain them.
2. Plant saplings and seeds
3. Water gardens as per schedules.
4. Maintain plant nursery and green house.
5. Prepare potted flowers and potted plants.

20) Florist:-
Florists employ their own florist. Providing attractive flower arrangements for the entire hotel is
their responsibility. They report to the horticulturist . His/her duties are:-

1. Collect fresh flowers from gardeners every day.

2. Purchase flowers from dealers
3. Prepare different flower arrangements for different areas- lobbies, front
office, restaurants, guestrooms, banquet halls etc.
4. Treat cut flowers so that they last longer.
5. Maintain flower arrangements by changing water, etc .
6. Responsible for flower arranging equipments and equipments,
accessories etc.
7. Train the assistant florist.

21) Laundry Manager:-

He/she is in charge of the laundry and Laundry Manager reports to the Director of housekeeping.
He/she is responsible for entire functioning of laundry and dry cleaning unit. He /she should have
good knowledge of fabrics and chemicals and laundry machines.
22) Laundry Supervisor:-
He/she is in charge of the functioning of the laundry in the absence of laundry manager. He must
have the knowledge of all the aspects of the laundry equipment, chemicals and fabrics.
23) Dry cleaner and washers:-
He/ she is in charge of dry cleaning of the hotel linen and guest clothing and washer does the
laundering of the linen, uniforms and guest clothing.
24) Laundry workers:-
They are the staff of laundry who perform following duties;-

1. Spot stained fabrics before loading them into washing machines.

2. Load soiled linen into washing machines, feed in the right amount of
detergent and other laundering chemicals.
3. Load washed linen into dryers.
4. Clean equipments after use.
 5. Sort soiled linen according to fabric types, colors, degree of soiling.
6. Transport soiled linen from linen room to laundry and fresh linen from
laundry to linen room.

25) Valet/ Runners:-

“Valet service” means that they take care of guest laundry. They report to the linen room
supervisor. They are responsible for collecting soiled guest laundry and delivering fresh guest
laundry.

PERSONALITY ATTRIBUTES OF HOUSEKEEPING STAFF:-

There are certain qualities which a housekeeping staff should possess in order to perform the
housekeeping functions which are sometimes more important than the skill too.

1. Pleasant personality- The staff should have a good presentation of

ones own self when interacting with guests. This reflect the quality of
service and standards in an establishment.

1. Physical fitness- The housekeeping staff should go through a thorough

medical examination and should be fit to perform the housekeeping
functions.

1. Personal Hygiene- The housekeeping staff should have healthy skin,

clean hair, eyes, teeth, nose, nails and fingers etc.

1. Eye for detail- The staff should possess power of critical observation
to make a flawless room and keen sense to inspect rooms for
perfection.

1. Cooperation- The staff must cooperate with staff of other departments

for team work and more efficiency.

1. Adaptability- The staff should be able to adopt to new ideas and

accept changing situations willingly

1. Honesty- The housekeeping staff need to have this quality as they have
access to all the rooms and guest belongings are left lying around. They
also deal with various kinds of guest amenities that are very expensive.
So they should have inherent discipline and integrity.
 1. Tactful and diplomatic- The housekeeping staff have to handle guest
requests and complaints. The guests are fussy and can make unusual
requests. The staff have to be tactful and diplomatic to handle these
requests.

1. Right attitude- The staff should have a right attitude which displays an
even temper, courtesy and good humor and optimistic in nature.

1. Calm Behavior- Should be able to handle situations with composed

personality and humbleness and politeness.

1. Courteous- Should be courteous to both guests and colleagues

1. Punctuality- Should have respect for time during working hours as this
reflects on his/her sincerity.

1. Good memory- Should have good memory to remember staff likes,

dislikes, needs and wishes of guests and especially repeat guests.

Layout of the housekeeping Department:-

The layout of the department indicates the different areas and subdivisions
in the department. The layout of the department depends on following
factors;-
#Total number of Guestrooms# No. of outlets and banquets# Amount of
manpower required.
Following are the areas of the department:-
Executive Housekeepers Office- This is the Executive housekeepers office
where the administrative work of the department is performed.
Housekeeping Desk- This is the control centre of the housekeeping and is
manned 24 hrs a day. This is the area where housekeeping staff report for
duty and sign out at the end of the shift. Notice boards, telephones,
computers, storage shelves (for registers and files), lost and found cupboard,
key racks etc. are present here.
Laundry- The place in the hotel where washing, pressing, dry cleaning,
folding of linen and uniform of the hotel takes place.
 Linen Room- The linen room is the place where the linen of the hotel are
stored, collected & circulated throughout the hotel. Eg. of linen-bed sheets,
towels, table covers etc.
Uniform Room- The place from where uniforms are collected, stored and
distributed to the staff of the hotel.
Sewing room- The place in the department where stitching and repair of
linen and uniforms takes place.
Housekeeping Stores- This is the storage area in the department where the
cleaning agents, cleaning equipments, guest supplies are stored for the daily
housekeeping functions and are securely locked.
Flower Room- Ideally should be an air-conditioned room to keep flowers
fresh for arrangements in the hotel. It should have work tables, counters,
sink, water supply, cupboards to store vases, stones etc.
Lost and found- The lost and found section in the department stores all the
articles left by the guest and is stored for a specific period.
Floor Pantry- Located on each guest floor to stock the linen, cleaning
supplies and guest supplies required for operations of the floor and should
be securely locked.
F&B manager

Responsibilities
 Manage all F&B and day-to-day operations within budgeted guidelines and
to the highest standards
 Preserve excellent levels of internal and external customer service
 Design exceptional menus, purchase goods and continuously make
necessary improvements
 Identify customers needs and respond proactively to all of their concerns
 Lead F&B team by attracting, recruiting, training and appraising talented
personnel
 Establish targets, KPI’s, schedules, policies and procedures
 Provide a two way communication and nurture an ownership environment
with emphasis in motivation and teamwork
 Comply with all health and safety regulations
 Report on management regarding sales results and productivity

Food and Beverage Supervisor Duties and

Responsibilities

Food and beverage supervisors have many demands placed upon them. In performing this
challenging work, food and beverage supervisors perform a variety of core tasks, such as the
following:

Coordinate Food and Beverage Options

The main role of a food and beverage supervisor is to choose the type of food and drink selections
available at a restaurant or hotel. This responsibility includes creating menus, choosing specials, and
overseeing food preparation.

Manage Food and Beverage Inventory

Food and beverage supervisors oversee the inventory of all food and beverages in an
establishment. They conduct checks to ensure that enough products are on hand to serve
customers, order items as needed, and generate inventory reports for superiors.

Oversee Kitchen Operations

It is typically up to food and beverage supervisors to manage cooking, wait and bartending staff.
They are responsible for interviewing, hiring, and training personnel, as well as inspecting kitchen
and bar equipment.

Monitor Adherence to Regulations

Food and beverage supervisors ensure that the establishment for which they work meets all federal,
state, and local food sanitation and safety regulations. They must be knowledgeable about the most
updated laws and guidelines and are responsible for communicating this information to all workers.
 Duties and Responsibilities : –
 Attend briefings prior to restaurant opening, well groomed and equipped with the basic aids of

operations

such as bottle openers, pens, pads and matches.

 Learn the dujour items, not-available items, menu preparations and their presentation.

 Complete mis-en-scene and mis-en-place before the restaurant opens.

 Check all the equipment and furniture at the station for their serviceability and maintenance

requirements.

 Clean and polish allotted silverware, cutlery, glassware and chinaware.

 Stock the sideboard with proprietary sauces, jams, salt and pepper shakers, butter dishes, linen and

other service ware.

 Lay table covers as per standards set.

 Fold napkins as per prescribed attractive styles.

 Requisition fresh linen and flowers from housekeeping.

 Air the restaurant and ensure that the station is clean.

 Receive, greet, and seat guests.

 Present wine-lists and menu cards and take orders.

 Serve food and beverage by the standards of the restaurant.

 Upsell food and beverage.

 Present the bills and receive payment correctly.

 Supervises:- Assistant Waiters, Busboys and Trainees

Interdepartmental relationship
1. 1. The three important things necessary for a balance between all the departments in a hotel
and its smooth running are: 1. Co-operation 2. Co-ordination 3. Communication
2. 2. 1. Proper order of food through KOT, which should be neat and legible 2. Food pick up
from the kitchen at right time and at right temperature 3. Planning of menu card 4.
Information of availability of dishes. Information to kitchen about the expectation of guest 5.
Right depiction and information to kitchen about guests’ specific need 6. Guest feedback
from different outlets to be communicated to the kitchen staff
3. 3. 1. Front office has to be informed about the timings of the restaurant, any festivals and
bookings 2. All the bills of the resident guests are forwarded to the Front Office for the final
settlement 3. Check ins & check outs are intimated to F&B service by Front Office 4.
Occupancy forecast is given to given to F&B Service by Front Office 5. Daily information
regarding the various banquet functions should be passed down to Front Office
4. 4. 1. F&B Service linen is designed and bought by Housekeeping in consultation with the
F&B manager 2. F&B Service uniform is designed and tailored by Housekeeping in
consultation with the F&B manager 3. F&B outlets are planned and decorated by
Housekeeping 4. Flower arrangements for the restaurant & banquets are done by
housekeeping 5. Cleanliness & hygiene of F&B service areas are done by the Housekeeping
Department
5. 5. 1. Auditing & billing is taken care by the accounts department 2.They play a major role in
menu planning by evaluating costs and sales mix 3.They are responsible for controlling costs
4.They make the monthly & yearly reports which help in evaluating and future planning
6. 6. 1. All the items and equipments are purchased by the purchase department and issued by
stores 2. All high turnover items are kept on the stores and a par stock is maintained 3. Store
is given the MaterialVouchers for the procurement of items 4. For the purchase of any item
along with the quantity required the Specifications (SPS) are given to the stores which in turn
is forwarded to the Purchase Department