TRAINNING REPORT

“INDUSTRIAL TRAINNING”

JUNE 2010 TO NOV 2010

AT

HOTEL MARINE PLAZA

MR.ROHIT R. GHORPADE

GLBAL INSTITUTE OF MANAGEMENT SCIECE

STUDY CENTRE: 31250

B.Sc IN HOTEL & TOURISM MANAGEMENT

ESTBLISHED BY THE GOVT. OF MAHARSHTRA

RECOGNIZED BY THE UNIVERSITY GRANTS
COMISSION

1
 Welcome to
Hotel Marine
Plaza
(Mumbai)

2
 INDEX

 Acknowledgement
 History
 Introduction
 Description
 Additional Information
 Food & Beverage
 In Room Dining
 Bay view ( 24-hour Coffee Shop)
 The Oriental Blossom (Chinese Restaurant)
 The Geoffrey’s (The English Pub)
 Banquets
 Front Office
 House Keeping
 Kitchen Stewarding
 Food & Beverage Production
 Conclusion
 Appraisal Record

3
 Acknowledgement

I take this opportunity to thank the General Manager of

Hotel Marine Plaza, Mr. Sanjeev Shekhar, for permitting me to
train in such a wonderful property under his guidelines. I would
also like to thank my Institute, who gave me a chance to train in
such a reputed concern. This training at Hotel Marine Plaza will
certainly improve my prospects for future. I am also very grateful
to the Training & Placement coordinator of my college, Neelam
mam, who supported me throughout my training period.
I would also like to thank the HR Manager, Mr. Lyndon,
and the Food & Beverage Manager, Mr. Richard Pereira, the
Executive Chef, Mr. Mark Croaker & rest of the hotel staff for
making my training a successful one.

4
 HOTEL MARINE PLAZA

Hotel Marine Plaza is one of the leading 5 Star hotels in Mumbai, the
dream city of India.
Hotel Marine Plaza Mumbai is an integral part of the Sarovar Park Plaza
group of Hotels in Mumbai

Location
Hotel Marine Plaza Mumbai is located 30 kms from Air Port, and 2 kms.

5
from Railway Station.

HISTORY

 Sarovar started in the year 1994 by Mr. Anil Madok first

in Goa – Bagmalo Beach Resort.

 Sarovar’s first owned property is at Indore – Sarovar

Portico.

 Sarovar has a tie up with Carlson Hospitality- U.S.

 Some brands of Carlson are :

1) Regent Hotel
2) Radisson Hotel
3) Park Plaza
4) Park Inn
Country Inn & suites

 Sarovar has three internal brands :

1) Sarovar Premier
2) Sarovar Portico
3) Hometel

 Sarovar has a strategic alliance with club Mahindra.

 Marine Plaza started in 21st March 1996. Architect is

Mr.Reza Kabul. Interior decorator Mr. Prakash
Mankar. There is only one handicap room #1218.

 Marine Plaza is owned by Shore Lines Hotel Pvt.

Ltd.

6
  B.O.D’s are :

Mr. Karim Razwani

Mr. Amin Razwani
Mr. Rahim Maredia
Mr. Shoukat Maredia
Mr. Mohammed Ali Bharwani
Mr. Rahimulla Maredia

Vision
To maintain a position as a leading
player in the hospitality landscape of
all the countries in which we operate.

Mission
To provide our guest superior
hospitality at excellent value in
varied market segments, our
property owners the highest possible
returns and our employees continual
satisfaction and growth
opportunities, all while focusing on
7
 our own growth and maintaining
consistency in product, warm
personalized
Service and absolute transparency in
all our dealings.

Hotel Marine Plaza in Mumbai offers just 40 tastefully

appointed suites and 28 rooms for its guests. You may pick and
choose from Superior Sea-Facing Rooms, Executive, Deluxe and
Special Suites. These rooms and suites provide spectacular views
of the Arabian Sea and the Queen's Necklace. A refreshingly
different level of personalized service is offered that will be a little
ahead of your expectations.
Amongst the five star conveniences and comforts
provided in each guest room are electronic safe, weighing scale,
bathrobe, Slippers, Direct dial telephones, Mini bar and additional
outlets for fax/modem.

Every guest at the Marine Plaza hotel Mumbai receives

a welcome drink, welcome letter, personalized stationary,
personalized business card and much more to ensure that the feel
of being looked after is justified.

Hotel Marine Plaza offers various a range of services

8
to make the stay of its guests comfortable.

We at HotelsMumbaiIndia.com offer hotel booking, and

room reservation for Hotel Marine Plaza in Mumbai (Bombay).

While staying at Hotel Marine Plaza In Mumbai you may treat

your taste buds at Mumbai's most exclusive F&B outlets.

The Bay view The Bay view 24-hour coffee shop of Hotel Marine
Plaza Mumbai that has been designed like a ship. It takes you
through an enthralling experience with a marvelous view of the
Arabian Sea and the sumptuous spread of daily buffets (breakfast,
lunch, dinner & the mid-night buffet) along with the special a la
carte menu.
The Oriental Blossom Oriental Blossom is the Chinese specialty
restaurant . It serves a wide variety of authentic Chinese Cuisine.
Geoffreys Geoffrey's is the Pub at the Hotel Marine Plaza
Mumbai. It is a typical English pub which is the most happening
and famous place to meet up for many of the city's who's who over
a pint of draught. The pub beckons the connoisseur with an
enviable collection of spirits also.

9
Facilities at Hotel Marine Plaza
Hotel Marine Plaza in Bombay offers excellent conference and
banquet facilities. While hosting your meetings or conferences,
Hotel Marine Plaza offers a full range of audiovisual equipment
and trained staff.
Plaza Room A classically designed indoor banquet & conference
hall, which can easily accommodate 100-150 people with all
amenities and luxuries. Plus you can choose from any of the
seating arrangements, which the hotel facilitates to your need.
Allamanda Terrace An open air rooftop party venue can
accommodate 150-250 people which just mesmerizes you with an
out of the world view of the Mumbai's most talked about Queen's
Necklace, ideal for hosting evening parties. The Allamanda Terrace
is the perfect spot for celebrating and entertaining. It is complete
with a glass bottom swimming pool and Jacuzzi.
Business Centre At the Business Centre we make sure that all
your needs related to conducting business meetings are met. Well
equipped with all modern amenities like fax, multimedia
workstation with Internet the Centre can accommodate 6 - 7
people.
Meeting Rooms We also give you the option to choose from our
Meeting Room - I and Meeting Room - II which are fully equipped
with all modern

amenities and can accommodate 9 -10 people each thus making

your meetings more privatized. At Hotel Marine Plaza Mumbai our
distinctive personalized service with an elegant and exquisite décor

10
and our unfailing efficiency will surely prove to an experience,
which you will like to repeat

Hotel Marine Plaza offers various a range of services to make the

stay of its guests comfortable.

We at HotelsMumbaiIndia.com offer hotel booking, and room

reservation for Hotel Marine Plaza in Mumbai (Bombay).

HOTEL FACILITIES
To make your stay comfortable the hotel brings forward facilities
like a sumptuously spread buffet breakfast at our coffee shop (on
complimentary basis), business centre, meeting rooms, banqueting
arrangements, internet access, travel arrangements quick money
exchange, laundry and valet service, swimming pool, Jacuzzi,
fitness centre, a leather boutique.
24 hour facilities like doctor on call, coffee shop, room
service and business centre add to the comfort and convenience of
your stay.

11
 Rooftop Glass bottom Swimming Pool

THE IDEAL BUSINESS VENUE

Sitting pretty and perfect on the southern end of Marine Drive,

Hotel Marine Plaza is right in the heart of Big Business and yet far
from the maddening crowd.
Standing proud in the prime business district of Mumbai,
overlooking the beautiful Arabian Sea, Hotel Marine Plaza is a part
of the “Small Luxury Hotels Of The World”.

This small fashionable hotel has a distinct difference that you

would appreciate on your very first day of the stay with us. The
essence being meticulous individual attention to given to each and
every guests needs.

12
The Marine Plaza Hotel Mumbai (Bombay) is currently located on
Marine Drive sea front, within minutes from shopping and banking
districts. Offering stunning views of the Arabian Sea, the Marine
Plaza Hotel Mumbai introduces a new concept in boutique
business hotels. For those travelers who look forward to a
combination o class and comfort the Marine Plaza Hotel Mumbai
is the obvious choice. Marine Plaza Hotel Mumbai offers its guests
a wide variety of facilities combined with a high level of
personalized service. Marine Plaza Hotel Mumbai has all the
amenities, facilities and level of comfort you would expect from a
hotel of this class, and maintains the meticulous standards required
by travel and tour operators world wide.

Overlooking the Arabian Sea at the end of Marine Drive in

Mumbai is the Hotel Marine Plaza, a fashionable, luxury hotel
setting international standards of hospitality and comfort. It is a
superb location best enjoyed from the rooftop terrace garden or the
coffee shop and most of well appointment bedrooms and suites.
The Glass bottom pool and Jacuzzi on top of the 5-storey atrium,
add the feel of the unique Marine concept of this Boutique Hotel.

The hotel prides itself on the friendly and courteous way it looks
after its guests. The service is impeccable. The rooms have been

13
given 5 star treatment with every amenity to soothe and satisfy the
guest. The international character of the hotel is emphasized by an
English Pub, ’Geoffrey’s, a Chinese restaurant, ‘The Oriental
Blossom’ which serves a tempting blend of familiar with the
extraordinary, and the ‘The Bayview’ a 24 hour restaurant, serving
light meals and tantalizing desserts against a panorama of the
Arabian Sea.

Introduction
Hotel Marine Plaza, a property of Sarovar group of Hotels, is
small luxurious hotel. It is a fashionable small hotel with the
distinct features of its own. The hotel which provides you an
excellent service ensuring your pleasant stay at the property at all
times.
It has 68 rooms on 4 floors (each floor having room no from
1-18 except no 13). It has 2 guest elevators & 1 service elevator,
Atrium Lobby and a glass bottom swimming pool on the rooftop.
Most of the 40 suites are 28 rooms offer a view of sea view &
provide all 5 star comfort & amenities such as minibar, safe
deposit box, etc. The hotel has a Chinese restaurant named ‘The
Oriental Blossom’, a 24-hour coffee shop ‘The Bay view’, and a
English pub named as “The Geoffrey’s”.
The Coffee Shop overlooks the exotic view of the Arabian
Sea and the Chinese restaurant a blend of a familiar & an
extraordinary view. On the top of the 5 storey building is a glass

14
bottomed swimming pool & the terrace providing the exact
atmosphere for the parties.

This exclusive luxury hotel is on prime real estate right on

Marine Drive, commanding a view of the Arabian Sea. The hotel
is small, with a glass-fronted exterior and a modern marble lobby.
Two capsule elevators flank a shell-shaped interior waterfall.
From the lounge, you can gawk at guests swimming in the glass-
bottomed pool on the fifth floor. The 68 rooms are small but
comfortable; 40 of them are suites. The Oriental Blossom
restaurant serves excellent Chinese food. The hotel service is
efficient and courteous. The only drawback is that on weekends,
the lobby lounge can be crowded with sightseers from Marine
Drive.

15
 Description
Hotel Marine Plaza, the property given to the Sarovar
Group of Hotels on contract basis for 50 years was opened in 1996.
The name indicates the theme of the hotel i.e. Marine. The interior of
a Coffee shop is decorated on the similar basis of that of a Ship. There
are few ship statues kept inside the shop with round mirrors & ropes
which gives a sense of having meal in the ship to the guest. The hotel
has 5 floors having 17 rooms each (except the 1st floor ) . There are 2
Meeting Rooms on the 3rd & 4th floor respectively, a Business Centre
on the 2nd floor and the Fitness Centre on the 5th floor. The atrium
Lobby allows a bright sunlight passing through the roof topped
swimming pool during the daytime to fall in the lobby saving
electricity. The Lobby also has a waterfall with water falling from the
shells situated between the 2 guest elevators.
Overlooking the Arabian Sea at the end of Marine
Drive in Mumbai, a fashionable, luxury hotel setting
international standards of hospitality and comfort. It is a superb
location best enjoyed from the rooftop terrace garden or the
coffee Shop and most of the well appointment bedrooms and
suites. The Glass bottom pool and Jacuzzi on top of the 5-
storey atrium, add to the feel of unique Marine concept to this
Boutique Hotel.
The Marine Plaza Hotel is set in a convenient
location and enhanced with modern amenities. All 68 rooms at this 5-
star hotel are tailored to satisfy guests’ needs. Featured in each room,
among other amenities, are baby crib, hair dryer, bathrobes,
telephone, shoe shine service, bathroom phone, a/c. For the comfort
and convenience of guests, you'll also wake up call, a/v equipment,
airport shuttle service, beauty salon, meeting rooms, restaurants on-
site. After a day of work or exploring, swimming pool, gymnasiums
are some of the ways to unwind. The hotel blends expert service with
state-of-the-art facilities to provide guests with a memorable stay.
Accommodation at Hotel Marine Plaza, Mumbai:
Hotel Marine Plaza offers 40 Exclusive Suites and 28 Spacious, Sea
facing Rooms. These are aesthetically designed with Luxurious décor.
Most of them provide a breathtaking view of the Arabian Sea and the

16
Queen’s Necklace. The Deluxe and Special Suites have personal Fax
machines. The broadband internet is available in all executive and
deluxe and special suites that add value to your Business mission.

The 28 deluxe rooms in the hotel are of international standard. Most

of the sea facing rooms overlooks the Marine Drive and in the night it
is truly a sight to behold. For business men broadband internet
connection is available in the deluxe and executive rooms. All the
rooms and suites irrespective of categories have large king size beds,
wooden paneling, and classy interiors. Each suite consists of a
separate living and dining area. Some of the in room facilities
includes:

 24 hour water supply

 Television
 Telephone
 En suite toilet
 Round the clock services
 Minibar
 Wi fi connectivity

Amenities & Services at Hotel Marine Plaza,

Mumbai:
The rooms have been given five - star treatment with every amenity to
soothe and satisfy the Guest. The international character of the hotel is
emphasized by an English Pub, 'Geoffrey's, a Chinese restaurant, 'The
Oriental Blossom' which serves a tempting blend of the familiar with
the extraordinary, and 'The Bay view', a 24-hour Restaurant , serving
light meals and tantalizing desserts against a panorama of the Arabian
Sea. To make your stay comfortable the hotel brings forward facilities
like Business Centre, Meeting Rooms, Banqueting arrangements, and

17
Internet access, Quick Money Exchange, Laundry and Valet Service,
Swimming Pool, Jacuzzi, Fitness Centre, a Leather Boutique. 24 hour
facilities like Doctor on Call, Coffee Shop, Room Service and
Business Centre add to the comfort and convenience of your stay. Tea
Coffee Makers in the rooms are available.

Dining Facility in Hotel Marine Plaza

This Five Star Hotel offers you an array of international and Indian
Cuisine. The restaurant and bars in the hotel includes:

 The Oriental Blossom: Cantonese and Szechwan dishes.

 The Bay view: Multi cuisine dishes
 Geoffrey’s: On site pub

Business Facility in Hotel Marine Plaza

The hotel has a well equipped business center that is apt for hosting
corporate meets, sales meetings and product launch. Efficient
secretarial services are offered to the business guests.

Recreational Facility in Hotel Marine Plaza

After you have slept off your fatigue, take recourse to the many
recreational facilities that the hotel and the place as a whole offer you.

 Lawn garden
 Travel assistance
 Glass Bottom Pool
 Fitness center
 Lounge Bar
 Jacuzzi and Steam

Other Facilities in Hotel Marine Plaza

Some of the basic facilities that the hotel offers are:

 Laundry services
 Safety Locker
 Medical services
 Car rental
 Power back up

18
 Parking Space
 24 hour front desk
 Foreign exchange
Located at the posh location of Marine Drive, Hotel
Marine Plaza, Mumbai, is one of the most sought after Five Star
Hotels in Mumbai. Take a leisurely stroll along its swimming pool or
visit the roof top terrace garden for tête-à-tête. It is a perfect location
for discerning business men and leisure tourist alike.

BUSINESS AND CONFERENCE

Being a major city of India, Mumbai has always been the nerve centre
of business. Business deals and transactions are what we associate
mostly with this city apart from its wonderful history of intricate
architecture. Hence it is quite obvious that there will be a number of
Business Hotels in Mumbai.
Keeping this utility value in mind, the hospitality business took to the
wings of business hotels and dashed of with this idea. The city is
founded with a plethora of business hotels that arrange business
meetings and symposiums in a beautiful atmosphere. Apart from the
business hotels there are other 5 Star Hotels in Mumbai that has
business and conference facilities. To name a few, Business and
Conference at Marine Plaza Hotel in Mumbai is one of the best
amongst other Hotels in Mumbai.

The Business and Conference at Marine Plaza Hotel in Mumbai has

many facilities. There are conference facilities, a spacious Business
Center with telecommunication and business facilities. Depending on
the nature of the meeting, the eating arrangement can be done.
Conference equipments can include overhead projectors, slide
projector, video projector, data projector, LCD projector, TV/ VCR,
computer/ laptop, amplifiers, microphones, cordless microphones,
cassette player and telephones.
To make the symposium and meetings a success the hotel has Meeting
Rooms and Conference facilities to match your requirements.

19
Your experience is further enhanced by flawless service and
personalized attention of the entire team and their endeavor to make
every aspect of your stay lovely and memorable. Thus, Business and
Conference at Marine Plaza Hotel in Mumbai adds value to your time
and money. The modest, Neo-Classical lobby architecture and
peaceful ambience unwind you completely. Well-mannered and
generous Front Office team helps you settle in at ease.
Business and Conference at Marine Plaza Hotel at Mumbai India is
thus a unique experience

FITNESS AND RECREATION

What comes first to your mind when you think of hotels? A lovely
entrance, smart lobby and spacious rooms with beds and other
furnishings. Well, these are some of the basics that are present in more
or less every standard hotel. What if a hotel comprises a personalized
Gymnasium, a sauna and a spa? Sounds interesting. Well the Fitness
and Recreation at Marine Plaza Hotel in Mumbai is really fascinating.

Well, Fitness and Recreation at Marine Plaza Hotel in Mumbai is

more than what you can ask for. The personalized gymnasium is
equipped with the latest instruments and machines to keep you active
throughout the day. The space allotted for the gymnasium is big
enough to relax at any corner. The attached bathroom has facilities of
shower and other needs that are required in the bathroom. One can
take a sauna or steam bath to relax and revive the lost energy here in
Marine Plaza Hotel in Mumbai.

There is also a spa, off the foyer that provides you a wonderful
massage. The atmosphere inside is calm and quiet with a dim light lit
at one corner to relax the eyes, and the hotel promises one of the best
Fitness and Recreation at Marine Plaza Hotel at Mumbai. A soothing
music is played while the massage goes on to please your ears. The
dexterous hands waiting for you by the bed promise complete
relaxation. Once you come out of the room, you feel fresh and
boosted with energy. The hotel’s spas and gymnasium guarantees
absolute Fitness and Recreation. If the scorching heat of the tropical
Mumbai is putting you down, you can take a dip in to the refreshing

20
waters of the hotel swimming pool that is recycled everyday. What
can be better than a refreshing bath after a hard day? Fitness and
Recreation at Marine Plaza Hotel in Mumbai is something which is
enjoyed by the guests here.

And to top it all, there is a cocktail bar around the corner of the hotel
to cater you some colorful glasses of exotic cocktails. World famous
drinks under one roof.
So what are you waiting for? Just plan a trip to this mind blowing
destination and enjoy your Fitness and Recreation at Marine Plaza
Hotel in Mumbai.

AMENITIES AND SERVICES

The Marine Plaza Hotel in Mumbai welcomes you to a world of
luxury, elaborate dining, wining and exotic location. Once you step in
to the hotel, the staffs are all yours. They wish to serve you with
dedication which reflects in their hotel Amenities and Services. A
spacious lobby with a strategic sitting arrangement and a help desk
always at your service, you never feel neglected. The staffs escort you
to your room and take care of all your needs for the stay. It is one of
the best Hotels in Mumbai. Other Amenities and Services at Marine
Plaza Hotel in Mumbai includes valet services, restaurants, pubs,
swimming pool and lots more to keep you satisfied. The hotel is
furnished with a conference room, where a business traveler can
convene a meeting. The hotel also houses a Gym, which is equipped
with modern machineries and other tools necessary for work outs. The
attached café and the restaurant offers elaborate dining facilities. The
Other Amenities and Services at Marine Plaza Hotel at Mumbai India
which includes restaurant that serves some superb Indian dishes and
continental ones also. Instead of searching for an authentic Indian
cuisine, one can checkout the menu list in this restaurant. The café
serves enticing munchies and beverages along with cappuccinos, cold
coffee and other mix and matched coffees. Together the Other
Amenities and Services at Marine Plaza Hotel in Mumbai is simply
splendid.
Apart from these Other Amenities and Services at Marine Plaza Hotel
in Mumbai includes the under cover parking facility allows both big

21
and small cars to park in an order. Other services include phone and
fax facilities, a 24 hour reception, and wake up calls in room, wake up
services, car rental desk, clothing iron, lift, wheel chair access, tour
desk and other private facilities. The tour desk helps you to plan a
proper tour in and around Mumbai.

Identified as one of the best 5 Star Hotels in Mumbai, the hotel has
some world class hotel amenities. Even sauntering inside the lobby is
fun. So if you are planning a tour to India, do not miss out Mumbai.
And of course a visit to Mumbai means a stay at Marine plaza Hotel
in Mumbai. Pamper yourself with the Other Amenities and Services at
Marine Plaza Hotel of Mumbai.

Hotel Facilities Room Facilities

Boutique(s) Air Condition
Business Centre Balcony
Coffee Shop Bath / Toweling Robe
Conference Facilities Coffee / Tea Making Facilities
Currency Exchange Hairdryer
Disco / Night Club Minibar
Doctor Safe
Fitness Centre / Health Club Telephone / Direct Dial
Gymnasium Television
Laundry Cleaning Service
Outdoor Swimming Pool
Restaurant(s)
Valet Services
Whirlpool

In House Facilities:

22
To make your stay comfortable the hotel brings forward facilities like
A sumptuously spread Buffet Breakfast at our Coffee Shop
(on Complimentary basis), Business Centre, Meeting Rooms,
Banqueting arrangements, Internet access, Travel arrangements,
Quick Money Exchange, Laundry and Valet Service, Swimming Pool,
Jacuzzi, Fitness Centre, a Leather Boutique.
24 hour facilities like Doctor on Call, Coffee Shop, Room Service and
Business Centre add to the comfort and convenience of your stay.

CONFERENCE FACILITIES: Business Centre has an easy access

located on our Guest Floors. Equipped with all the necessary
communication and presentation facilities, along with personalized
secretarial service assists you in achieving your professional targets.

Meeting Room – II is attached to the Business Centre and

accommodates six Guests comfortably. It provides a perfect venue for
conducted interviews and small meetings.

Meeting Room – III & IV accommodate 9 – 10 Guests and provides

an ambience for privileged and confidential meetings.

Plaza Room, beautifully designed interiors provides the

comprehensive state-of-the-art facilities for all your conferencing
requirement and our personalized service ensures that your exclusive
little get-together are success.

23
Additional Information

24
Name : Hotel Marine Plaza

Date of opening : 21st March, 1996

Address : 29 Marine Drive, Mumbai-400 020.

Tel No. : 22851212

Fax No. : 2282 8585

E-mail : [email protected]

Architect : Riza Kabul

Interior decorator : prakash Mankar

Area of ground : Plot Area 135ft x 146 ft

Building style : Modern 5 storey building with glass

Laminated exterior.

Classification : 5 Star Hotels

Climate : Tropical wet weather from June to

October.

Temperature : 18-34 degree C ( 65-95 F )

Check-out time : 12 Noon

Floors Classification

25
The Lobby : The Geofferry’s, The Plaza Room

First Floor : The Bayview, The Oriental Blossom

Second floor : Guest Floor, The Business Centre

Third floor : Guest Floor, Meeting Room-3

Fourth floor : Guest Floor, Meeting Room-4

Fifth floor : Guest Floor, The Fitness Centre

Sixth floor : The Allamanda Terrace

26
Restaurant Timings

27
 It has 68 rooms on 4 floors (each floor having room no from
1-18 except no 13). It has 2 guest elevators & 1 service elevator,
Atrium Lobby and a glass bottom swimming pool on the rooftop.

1) The Bayview -It is 24 hr a coffee shop consisting of 104 covers

minimum & 110 covers maximum.

2) The Oriental Blossom – It is a speciality Chinese Restaurant

consisting of 76 covers. Time: 12.30 p.m. – 2.45 p.m. & 7.30 p.m. –
11.45 p.m.

3) The Geofferys – A English pub consisting of 90 covers which also

works as a Corporate Lunch Buffet on weekdays. Time: 11.30 a.m. –
1.30 a.m.

4) Sin - A Pastry shop Time: 10 a.m. – 10 p.m.

Board of Directors

28
Mr. Kiran Rajwani

Mr. Sultan Maredia

Mr. Rahim Maredia

Mr. Hydrali Bharwani

Mr. Imtiaz Maredia

Designations

29
General Manager -Sanjeev Shekhar

F & B Manager - Richard Pereira

Asst F & B Manager - Nirmala Das

Executive Chef - Chef Mark Croaker

Sous Chef - Jr.Chef Prashant

Sr.Chef Mirajuddin

Front Office Manager - Derrick D’Souza

Chief Accountant - Sunil Vaidya

Chief Engineer - Shyam More

HR Manager - Linden D’mello

Kitchen Stewarding Executive- Kulbhushan Oberoi

F & B Controller - Bharati Goregaonkar

Executive Housekeper - Pooja Manas

Restaurant Managers - Nelson D’Cruz

Ramraj Dogra
Carl D’Costa

30
Sarovar Plaza Hotels

31
WESTERN INDIA

AHMEDABAD : CAMA PARK PLAZA ( 50# )

GOA : BOGMALO BEACH PARK

PLAZA RESORT ( 121# )

GOA : PHOENIX PARK INN

RESORT ( 58# )

JAMNAGAR : ORBIT PARK INN ( 90# )

MUMBAI : HOTEL MARINE PLAZA ( 68# )

SILVASSA : RAS RESORTS PARK INN( 100# )

SURAT : LORDS PARK INN (102# )

NORTHERN INDIA

AGRA : HOWARD PARK PLAZA ( 83# )

AMRITSAR : HOTEL RITZ PLAZA ( 50# )

LUCKNOW : LA PALACE PARK INN ( 50 # )

LUDHIANA : MAJESTIC PARK PLAZA ( 140# )

SOUTHERN INDIA

32
CHENNAI : RADHA PARK INN ( 91# )

COCHIN : GOKULAM PARK PLAZA ( 66# )

MADURAI : MADURA PARK INN ( 55# )

TRIVANDRUM : THE MUTHOOT PLAZA ( 60# )

INTERNATIONAL

DAR-ES-SALAAM : NEW AFRICA HOTEL (TANZANIA)

NEW PROJECTS

BANGALORE : GOLF VIEW PARK PLAZA ( 100# )

JAIPUR : THE PARK PLAZA

PONDICHERRY : THE PARK INN ( 40# )

SHIRDI : SHRADDHA PARK INN ( 60# )

THANE : JAI PARK INN ( 80# )

GANGTOK : HOTEL KANCHENDZONGA ( 56# )

KAUSANI : PALIWAL PARK INN ( 40# )

33
 Overlooking the Arabian Sea at the end of Marine Drive
in Mumbai is the Hotel Marine Plaza, a fashionable, luxury hotel
setting international standards of hospitality and comfort. It is a
superb location best enjoyed from the rooftop terrace garden or the
coffee Shop and most of the well appointment bedrooms and suites.
The Glass bottom pool and Jacuzzi on top of the 5-storey atrium, add
to the feel of unique Marine concept to this Boutique Hotel.

The hotel prides itself on the friendly and courteous way

it looks after its Guests. The service is impeccable. The rooms have
been given five - star treatment with every amenity to soothe and
satisfy the Guest. The international character of the hotel is
emphasized by an English Pub, 'Geoffrey's, a Chinese restaurant, 'The
Oriental Blossom' which serves a tempting blend of the familiar with
the extraordinary, and 'The Bayview', a 24-hour Restaurant , serving
light meals and tantalizing desserts against a panorama of the Arabian
Sea.

34
Food & Beverage Department

HIERARCHY OF FOOD & BEVERAGE DEPARTMENT

Food & Beverage Manager

Assistant Manager

Senior Captains

Captains

Stewards

Assistant Steward

35
DINING

Dining at Marine Plaza Hotel in Mumbai is a wonderful treat. The

hotel is a store house of some skilled chefs who can cook some of the
world’s most cherished delicacies in no time. Both Indian and
continental, the chefs here assure that the guests get the best. The
sitting arrangement at the Oriental Blossom and at the Bay View gives
ultimate comfort.

Dining at Marine Plaza Hotel in Mumbai is thus a wonderful

experience amidst the gorgeous decorum of the restaurant and the
cordial behavior of the staffs.

If you really want to explore you taste bud, come over to the oriental
blossom, the in-house restaurant of the Marine Plaza Hotel in
Mumbai. Enjoy a first hand experience of Dining at Marine Plaza
Hotel in Mumbai. Enjoy the enticing cuisine of the Canton and
Szechwan region which offers a unique blend of innovative
delicacies.

The experienced chefs with their years of experience ha s become

experts catering some of the world’s most enticing dishes at the
Oriental Blossom.

36
The department consists of following:

The Oriental Blossom:

Explore the enticing cuisine of the Canton
and Szechwan region that offers a unique
blend of authentic and innovative
delicacies for the discerning connoisseur of
good eating.
Master Chef Huang, Master Chef at The
Oriental Blossom has over the years
bestowed the most delectable and authentic
Cantonese and Schezwan delicacies. The
décor and the ambience creates just the
right mood for enjoying a superbly cooked
Chinese meal.

The Bayview:
The 24 hour dinning designed like a ship
takes you through an enthralling experience
with a marvelous view of the Arabian Sea.
A continuous celebration of multi-faceted
buffet meal, that begin with breakfast, go
on to lunch, dinner and finally crescent in a
midnight buffet spread. So as you continue
your romantic or business rendezvous,
come experience a gastronomic feast with a
magnificent view of the Arabian Sea.

Geoffrey's - The Pub:

A quaint but throbbing English Pub caters

to the people young at heart serving as an
ideal place to mix business with pleasure or
to just unwind after a busy day. The who’s
who of the business world continues to

37
haunt this extremely popular pub. A fine
selection of scotch, malts and wines
combined with an interesting selection of
international cuisine makes Geoffrey’s the
ultimate pub experience.

Sitting pretty and perfect on the

southern end of Marine Drive, Hotel
Marine Plaza is right in the heart of Big
Business and yet far from the
maddening crowd.

The Unpretentious, Neo-Classical lobby

architecture and tranquil ambience
relaxes you completely. Courteous and
hospitable Front Office team helps you
settle in comfortably.

38
The Business Centre is equipped with modern technology; efficient
equipments and instruments of communication to assist you bring out
the best in your mission.

To make your Conferences and Meetings a success the hotel brings

forward Meeting Rooms and Conference facilities to suite your
requirements.

Further your experience is enhanced by immaculate service and

personalized attention of the entire team and their effort to make
every aspect of your stay delightful and memorable. Thus, making
Hotel Marine Plaza an Ideal Business Venue adding value to your
time and money.

In Room Dining
The department being the smallest in area of all the hotel
departments is also of utmost importance. This department caters all
the rooms in the hotel & plays a major role. The department working
for all the 24 hours in all the hotels of the world. The staff in this
department works in three different shifts & is equally responsible for
its smooth functioning.

39
 Equipments used in the F & B Department

Crockery

 Cup & Saucer

 Dessert Plate

 Dinner plate

 Bread & Butter plate

 Curd bowl

 Soup bowl

 Sauce pot

 Chopstick stand ( ORB )

 Kava cup ( ORB )

 Ashtray

Cutlery

 AP Spoon

 AP Fork

 AP Knife

 B & B Knife
 Cheese Knife

 Fish Fork

40
  Soup spoon

 Service Gear

 Tea spoon

 Chopstick ( ORB )

 Sugar tongs

Linen

 Napkin - 21” x 21”

 Beverage round napkin - 12” x 12”

 American tray napkin – 24” x 24”

 Tea tray – 18” x 13”

 Table cloth – 36” x 36”

65” x 65”
80” x 80”

The inventory of all the cutlery, crockery, glassware &

hollowware is done on the daily basis. Breakages are exchanged
with the new items in their place on weekly basis & the records are
maintained for the same. Soiled linen is exchanged for the fresh
one from the house keeping department on the daily basis using the
Linen Exchange sheet.

41
 The Menu

All the F & B outlets including the room service have their
different menus. The menu has different meaning for each person,
depending on the part played in the complex relationship of the guest,
server, cook & administrator. The culinarian has to give the brief
description of each item placed on the menu to the server & the guest.

The menu is composed in such a way that it pleases enough

people to compensate the chefs for their efforts. The capabilities of
each crew members play an important role in operation’s ability to
produce a menu. Chef must consider the equipment available to
assure & timer preparation. Acknowledge of food & their
characteristic combines with knowledge of availability of cost of food
are required to construct a menu appropriate to the needs of the
costumes & the establishment.

While setting the menu, it is very important to consider the

guest expectations. The ability to plan a proper menu comes only after
practice. Menu depends upon many things such as the location of the
hotel, market segment, etc.

Menu planning is an intricate cross word puzzle. All the

prices set on the menu should match the type of food & service given.
The menu must flexible. It should be able to change according to the
guest expectations. The planning of the restaurant equipments,
crockery, cutlery & glassware depends upon the type of menu being
served. The menu should have wide range of varieties included in it.

42
 Duties & Responsibilities of F & B Personnel

Food & Beverage Manager

 He is responsible for ensuring that the quality in relation to

the price is maintained.

 He is responsible for purchasing of both food & drink.

 He has to make sure that the required profit margins are

achieved for each food & beverage service area, in each
financial period.

 He should update & compile new wine lists according to

availability of stock, current rends & customer needs.

 He has to compile a menu in liaison with the kitchen, for the

various food service outlets.

 He has to determine portion size in relation to the selling

prize of food.

 He is responsible for the training & promotions, plus the

maintenance of highest professional standards.

 He can employ and dismiss staff.

 He is responsible for holding regular meetings with section

heads to ensure all areas are working effectively, efficiently
and are well co-ordinated.

43
. RESTAURANT MANAGER

1. Planning and organizing restaurant service activities vis-à-vis staffing,

scheduling, training, promotion, disciplinary action, promotion of team
spirit, motivating staff to achieve targets. Developing keen observation
powers.
2. Operational policies, hours of operation, main meal periods, type of food
service, décor, atmosphere, table layout and seating capacity, where to
find what in restaurant/Satellite kitchen.
3. Coordination with the Engineering, Housekeeping and other department,
for maintenance and upkeep of all equipment, furniture, and fixtures used
in the restaurant.
4. Liaison with the Kitchen, Kitchen Stewarding, the Stores, and F& B
Controls.
5. Daily staff briefing\debriefing and its importance, make note of the kind
of issues covered by the Manager.
6. Effective guest relations, knowing regular guests and VIPs by names.
7. Intensive study of GUEST HISTORY REGISTER at each outlet.
The element of prompt on the spot decision taking ability, guest comment
and types of complaints and the redressal. Exercising self discipline,
tolerance and humility.
8. Service standards and specification in different F & B outlets.
9. Form, formats, files and registers used.
10. Assessing daily performance of the restaurant. Not the importance of---
a. No. of covers sold.
b. Total F & B daily sales
c. Turnover per cover
d. Seating capacity and no. of covers available & effective seating.
e. Peak and lean periods in the operation cycle.

44
 f. Study of plate wastage.
g. Popularity of a particular section of the restaurant.
h. Non resident to resident ratio.
i. Average per cover (food and beverage): Effect on projected/actual
sale.
j. Ratio of Indian to foreigner guests.
11. Information available on the computer print outs-
a. Restaurant meal period wise report.
b. Sales summary printouts.
c. VIPs in house and VIPs expected report.
d. General stores CONSUMPTION REPORT as a control device –
cost as % age of sales – monthly basis.
12. Cost control by reducing breakage, spoilage and pilferage, awareness of
profitability of each restaurant-
 Breakup of major costs.
 Awareness of controllable/non controllable costs.
13. Study of the competition in terms of sales revenue, menus etc. S.W.O.T.
analysis
 of concerned outlets with hotel’s other outlets
 of concerned outlets with competition in the city.
14. Maintaining par stock of linen, flatware, glassware etc. and responsibility of
inventory, breakage/loss control.
15. Budgeting – study the various factors and assumptions that are taken into
account, while budgeting sales figures for a restaurant.
16. Awareness of low cost, high profitability item on both food and beverage
menus, for intelligent selling, for restaurant sales, personal selling, displays,
tent cards etc.
17. The check control system.

45
18. Overhead costs.
19. Cost of non-productive items.
20. Menu Analysis.
21. Interpersonal relationships.
22. Incentive offered/motivation.
23. Ratio of revenue, to wages and manpower.
24. Workflow analysis.
25. Time and motion study.
26. HLP Costs
27. Lighting level/general/décor.
28. Cost control by reducing breakage, spoilage and pilferage, awareness of
profitability of each restaurant
 Breakup of major cost.

CAPTAIN

1. Guest service, and guest handling.

2. Observe the mise-en-place of a station
3. Staff handling and work load distribution.
4. Familiarize yourself with the menu items.
5. Seating, taking orders and ensuring prompt service.
6. Observe the types of complaints expressed by guests and how these are
handled.
7. K.O.T. control and check presentation.
8. Tip administration.
9. System of reporting to Senior Captain and Restaurant Manager.
10. Provisions and supplies required at each station and stock maintenance.

46
11. Observe number of covers in each station, and determine the no. of
covers per steward.
12. Determine the ratio of steward to bus-boys in a particular station and the
role of each.
13. Coordination between the Restaurant staff and kitchen.
14. The Importance of suggestive selling.

STEWARD\ASST.STEWARD

1. Observe all aspects of a steward’s job i.e., seating the guest, taking
orders, placing of order, service and clearance.
2. Laying covers, Miss-en-place i.e. arrangement and setting up of stations.
Note the proprietary sauces, cutlery, crockery and other service
accessories kept at the side-station.
3. Observe the actual service, of all Food and Beverage in conformity with
the standards and specification laid down by the Management. Lay
emphasis on the service of Wines, Champagnes and specialty food items.
4. Study the menu including the dujour and the buffet items, and have a
brief idea of method of preparation, ingredients used, preparation time,
accompaniments, garnishes and the final presentation.
5. service equipment, and its usage.
6. KOT handling, check preparation (cash/credit/card), ordering, timely pick
up.
7. Seating guests and serving water, bread rolls and butter, hot/cold towels.
8. Clearance of dishes after each course and depositing the same collectively
at dishwashing area. Correct stacking of dishes on continental tray.
9. Bringing back cleaned cutlery and glasses.
10. Polishing of Silver.

47
11. Familiarize yourself with the tip system.
12. Observe all equipment, furniture and fixtures in the restaurant and their
use.
13. Briefing, Assimilate the kind of question and problems that a steward
expresses. Also learn where information can be got regarding non
available items, and the du-jour of the day.
14. Note presentation of drinks and cocktails.
15. Determine the optimum cover ratio per steward as per your experience.
16. Layout of various Restaurants.
17. A.P.C. (Average Per Cover)
18. Menu Sales Analysis.

48
All Food & Beverage should possess following attributes

 Punctuality: If staff is continually late on duty, it shows a lack

of interest & respect for management.

 Personality: Staff must be tactful, courteous, good humored

and of an even temper.

 Attitude to customers: He should always anticipate to the

guest needs.

 Memory: A good memory would help F & B personnel to

remember the likes & dislikes of customers.

 Honesty: There should always be trust & respect in the triangle

of staff.

 Loyalty: The staff should always be loyal to the organization

they are working in.

 Sales Ability: They are salespeople & therefore have a

complete knowledge of all forms of food & drinks served in the
restaurant.

 Customer satisfaction: The staff should try to create warmth

and friendly atmosphere in the restaurant.

 Contribution to the team: The staff should be able to work

as a part of a team within and between the departments.

 Conduct: The rules & regulations of the organization must be

followed & respected.

49
 In Room Dining
This department is situated in the back of the house areas.
The most important thing in the In Room Dining is the ‘clearance’ .
Without the clearance during the operations, further operations cannot
be carried out smoothly.

Various tasks performed in IRD are as follows:

 Briefing
 Tray set up for Tea/ Coffee
Coffee: Filter Coffee/ Black Coffee
Tea : Mint Tea/ Black Tea/ Readymade Tea
 Shift Operating Procedures
 Welcome drink
 Linen Exchange Procedure
 Ice Bucket Service
 Amenities Tray Setup
 Billing Procedure
 Meeting Room Setup Procedure
 Handling Breakages
 Indenting Procedure
 Cash Hand Over/ Deposit
 Log Book Maintenance
 Billing Procedures : Settlement to Room
Direct Payment
N.C. Billing
 Inventory Procedure
 Polishing Procedure
 Standard Room Service Cleaning Procedure
 Store Pickup Procedure
 Order Taking Procedure
 Breakfast Tray Setup : American/ Continental/ Indian
 Special Guest Amenities

50
 Shift Operating Procedure

Morning Shift:

Morning shift employee as soon as they on the duty should

take the following handover
 Clearance from the floors in the night regarding the amenities
tray & the dinner orders.

 Check if Espresso machine is clean & fresh milk is put in the

container.

 Check if coffee machine is clean.

 The soda, soft drink has been stacked & there is no pending
KOT lying on the board.

 Linen count should be taken.

 Handover of cutlery, glassware, crockery to be taken.

 Jam, marmalade, butter & garnish for welcome drink should be

kept ready.

 Tray set up ( American, Indian, continental )

 Mise en place of cutlery, crockery, glassware.

 The sugar basin to be filled & kept ready for Tea/ Coffee orders

 Check if night assignment (polishing) is done properly or not.

 Check if the indent for the general stores is made or not.

51
Afternoon Shift:

Afternoon shift employee as soon as they come on the

duty should take a proper handover from the morning shift.

 Check if the store pick was done & to follow up if any pick up
was missed up.

 Check for the soiled linen & get it exchanged with the house
keeping department.

 Place the amenities in the room & follow up amenities that were
not placed in the room due to a DND sign .

 Set up tea, snacks & dinner trays for the evening session.

 Follow up Director’s order at 4:00 p.m.

 Take a copy of buffet menu from the coffee shop so that it can
be suggested to the In-house guest.

 Clearance on the floors should be done after every ½ hour.

 Check if any special log entry is done on the log book.

 Give the pickle trays to the pantry to be filled & kept ready for
the Indian orders.

 Check if the coffee machine is clean & milk is put in the

container.

 Give a proper handover to the night shift during check out.

 Mise en place of cutlery & crockery.

52
 Check if all the day assignments are completed.

 The soda, soft drinks have been stacked & there is no pending
KOT lying on the board.

Crockery Sizes
 Side plate - 15cm (6 in) diameter
 Sweet plate - 18cm (7 in) diameter
 Fish plate - 20cm (8 in)diameter
 Soup plate - 20cm (8 in)diameter
 Joint plate - 25cm (10 in) diameter
 teacup cup & saucer - 18.93cl (6 ½ fl oz )

Room Service Trolley

53
 Breakfast Tray Service – Continental
Tray will be covered with tray cloth so that no part of the surface is visible. All
foods and beverages should be covered.
Napkin.

B&B plates and knife.

Dessert plate.

Side knife and Fork.

Coffee cup, saucer, coffee & spoon.

Coffee/tea (& tea strainer)pot, milk & jug.

Sweetener selection include fine white granulated (or lump sugar if

beverage service only), brown or raw sugar and artificial, non-sugar
sweetener.

Bud vase with fresh flower.

Juice glass with stancap/cover.

One bakery basket/napkin.(for sweet rolls) or toast rack (for toast).

Bon Apetit card.

Tray removal card

Preserve plate (stand)

Hand-carved or moulded butters preffered.

A glass of chilled water – from designated chilled water cooler (which is

UV disinfected) with stand/cover.

54
 Trolley Special Full Breakfast

Tray will be covered with tray cloth so that no part of the surface is
visible.All foos and beverages should be covered.
Napkin.

B&B plate and knife.

Dessert plate.

Side knife and fork.

Coffee cup, saucer, coffee spoon.

Coffee/tea (&tea strainer) pot ,milk & jug.

Sweetener selection will include fine white granulated,brown or raw

sugar and artificial, non-sugar sweetener

Bud vase with fresh flower.

Juice glass with stancap/cover.

One bakery basket/napkin.(for sweet rolls) or toast rack (for toast).

Bon Apetit card.

Tray removal card

Preserve plate (stand)

Hand-carved or moulded butters preffered.

A glass of chilled water – from designated chilled water cooler

(which is UV disinfected) with stand/cover.

Trolley with moulton and table cloth.

Cooked breakfast on dinner plate with plate cover.

AP knife/fork.

Salt and pepper cruets.

Glass of chilled water with standcap/cover.

Cereal bowl/underliner/dessert spoon if ordered.

55
 Lunch and Dinner
Trolley standard set up

Table cloth with moulton

Bud vase with fresh flower

Napkin per person (21” x 21”,cotton)

Breakfast with napkin

ACP (Achar, Papad, Chutney),(if Indian food)

AP knife/fork.per person

B&B plate and knife per person

Salt and pepper cruets.

Cabinet/ hotcase for hot food.

Wine cooler and napkin if white or rose wine ordered.

Wine basket and napkin id red wine is ordered.

Plate cover(per plate).

Complimentary mints or petits fours.

A glass of chilled water – from designated chilled water

cooler (which is UV disinfected) with stand/cover.

Hand-carved or moulded butters preffered.

Trolley removal card,if used

Appropriate beverage and food service items for dishes

ordered etc.

56
AMENITIES FOR ROOM SERVICE

Monday : Seasoned fresh fruits, apples, bananas

nankhatis-6, chocolates-3

Tuesday : Seasoned fresh fruits, pears, bananas

veg. quiche 3, marble cake 3.

Wednesday : Seasoned fresh fruits, apples,

bananas, as sweet as sweet tarts 6, cheese
straws 6.

Thursday : Local cheese platter with crackers

diced chickoo, banana, pineapple, papaya platter .

Friday : Seasoned fresh fruits, pears, bananas,

petit fours, masala dal wada.

Saturday : Seasoned fresh fruits, apples, bananas

rock chocolate 3, cheese toast das 6.
Sunday : Assorted Indian Sweeis.

57
 IN ROOM AMENITIES AND
PERSONALIZED SERVICES

The rooms are well equipped with

amenities like an elaborate mini bar, personal

electronic safe, Weighing scale, newspapers and

popular periodicals, tea and coffee, marker, fresh

fruits, Flowers, platter of chocolates and canapés,

exclusive bath amenities, fax machines in our

deluxe and special suites, a bottle of mineral water,

telephone access in section of the rooms etc.

personalized services likean escort on check in a

welcome drink on arrival, personalized stationery

and in resident business cars leave positive

impression.

58
 IN ROOM DINING (Menu)

BREAKFAST

AMERICAN BREAKFAST 300

CHOICE OF SEASONAL FRUIT OR FRUIT JUICE

CHOICE OF CEREALSSEARVED WITH HOT OR COLD

MILK

EGG TO ORDER SERVED WITH HAM, BACONOR

SAUSAGES

CHOICE OF TEA OR COFFEE

INDIAN BREAKFAST 200

CHOICE OF SEASONAL FRUIT OR FRUIT JUICE

CHOICE OF MASALA DOSA,IDLI,ALOO PARATHA

PURI BHAJI OR UTHHAPPA

CHOICE OF MASALA TEA OR LASSI

LOW CALARIE BREAKFAST 250

CHOICE OF FRESH FRUIT OR FRESH FRUIT JUICE

WHEAT FLAKS

TOMATO & HERB OMELLETOR DIET WHITE

SCRAMBLED EGGS

EARLY GRAY TEA OR BUTTER MILK

DECAFINATED COFFEE

59
CONTINENTAL BREAKFAST 300

CHOICE OF SEASONAL FRESH FRUIT JUICE OR

FRESH FRUIT

CHOICE OF BREAD ROLLS OR TOAST SERVED WITH

BUTTER & PRESERVES

CHOICE OF TEA OR COFFEE

A’LA CARTE SUGGATIONS

SEASONAL FRESH FRUIT JUICE

90

SEASONAL FRESH FRUIT

80

SAUTE MUSHROOMS ON TOAST

100

BAKED BEANS ON TOAST

85

CEREALS (FLAKES,CREM OF WHEAT SERVED WITH

HOT OR COLD MILK)
65

BASKET OF BREAKFAST ROLLS

65

TOAST
45

60
FROM THE SKILLET:

BREAKFAST STEAK
120 (TOPPED WITH FRIED EGG)

STIR FRIED CHICKEN

120

THREE EGGS FLUFFY OMELLET(WITH YOUR CHOISE

OF YOUR FILLINGSSERVED WITH HAM,BACON OR
SAUSAGES) 105

EGG TO ORDER(BOILED,POACHED FRIED,OR

SCRAMBLED SERVED WITH HAM, BACON,
SAUSAGES) 90

PAN CAKES,WAFFLES OR FRENCH TOAST(SERVED

WITH GOLDEN SYRUP&MELTED BUTTER)
90

INDIAN FAVOURITES:

PLAIN OR MASALA DOSA

90

61
 IDLI
90

UTTAPPA(PLAIN ,TOMATO,ONION)
90

STAFFED PARATHAS(ALOO,PANEER,GOBI SERVED

WITH CURD PICKLE)
90

PURI BHAJI
90

GREEN PEAS UTTAPPA

90

BEVERAGES:

SEASONAL FRUIT MILK SHAKE

90

HOT CHOCOLATE,BORNVITA,HORLICKS
70

DECAFFINATED COFFEE
70

LASSI,BUTTER MILK (SWEET, MASALM ,PLAIN )

70

CAPPUCCINO,ESPRESSO,RISTRETTO
60

MASALA TEA
55

TEAS
50

62
 COFFEE
50

LUNCH & DINNER

SOUPS
CLEAR SOUP
85
VEGETERIEN OR NON-VEGETERIEN

CREAM OF TOMATO SOUP & BASIL

85

CREAM OF VEGETABLES
85

CONTINENTAL FARE

BATTER FRIED PRAWNS WITH FRECH FRIES

290

GRILLED LAMB SHANKS WITH MINT GELLY

275

OLD FASHIONED CRUMBED FRIED FISH

250

GRILLED FISH WITH BUTTERED VEGETABLES

250

THYEM ROAST CHICKEN WITH OWN SAUCE SERVED

WITH BACKED POTATOES & BUTTERED
VEGETABLES 230

BEEF STEAKS POIVRADE

230
(grilled steaks with pepper sauce )

63
 FASSILI OR SPEGHETI OR PENNE
175 (with your choice of sauce almond, pasto, alfredo ,
bolognaise)

CREOLE VEGETABLES FRICASSEE

175
(vegetables stew with steamed rice)

TANDOORI SPECIALITIS

TANDOORI CHICKEN
265

SHAMMI KEBABS
265

METHI SEELCH KEBABS

265

LASOONI MURGH KEBABS

265

PANEER HARA MASALA

235

ACHARI PANEER TIKKA

235

ASSORTED TANDOORI VEGETABLS PLATTER

235

FROM THE DEGCHI

MALABAR PRAWN CURRY

275
(prawns cooked in coconut cream & spices )

GOAN FISH CURRY

270
(fish cooked in coconut & tamrind flevourd gravy)

64
 BHUNA GHOST
255
(cubes of lamb cooked in thick spicy gravy)

CHICKEN KALI MIRCH

255
(diced chicken tossed inoriental spices &roasted black
peppercons)

NON VEGETERIEN DISH OF THE DAY

235

PANEER JALFREZI
205
(cottage cheese tossed with fresh pepper & herbs )

PANEER TIKKA MAKHANI

205
(tandoori cottage cheese tossed with fresh tomatoes ,kashmiri
chillies &topped with fresh cream)

ALOO GOBI
185
(potatoes & cauliflower coocked with fresh ginger & garlic &
green chillies)

SUBZ DO RAHE
185
(a mélange of cauliflower green beans peas carrots & leafy
spinach in a rich gravy)

SHABNAM CURRY
185
(mashrooms fresh green peas finished in a cashwenut gravy)

VEGETARIAN DISH OF THE DAY

185

DAL MAKHANI
110
(mixed pulses with fresh tomatoes &cream butter)

DAL PALAK
110
(yellow lentils cooked with spinach & mildly flavoured)

65
 THALI
300
(two seasonal vegetables dry one with gravy one lentil rice yogurt
roti &indian sweet)

STAPLES

CHOISE OF PULAO
85

STEAMED RICE
70

YOUR CHOISE OF RAITA

55

STUFFED PARATHAS
45

BUTTERED KULACHA ,NAN,PARATHA

35

QUICK BITE

VERMICELLI FRIED PRAWNS

290
(medium sized prawns coated with vermicelli deep fried)

TAWA PRAWNS
290
(Pan fried prawns cooked in strong Indian marination )

ASSORTED KEBABS PLATTER

260
(platter of sheikh kebabs ,reshmi kebabs ,murg malai kebabs)

CHICKEN TIKKA
250
(bonless chicken marinated in spice &cooked in a tandoor)

AJWAIN MAHI TIKKA

225
(fish tikka flavored with ajwain)

66
 KHIMA MATTER SAMOSA
225
(an Indian savory stuffed with lamb minced &fresh peas)

MURG NIZAM ROLL

220
(pepper thin parathas rolled with chicken chat served with mint
chutney)

VEGETABLE NIZAM ROLL

150
(papper thin parathas rolled with vegetable chat &served with
mint chutney)

PUDINA SHIKH KEBABS

140

STUFFED PANEER PAKORAS

140
COCKTAIL SAMOSA
140
(an Indian savory stuffed with potatos & peas)

CHILLI CHEES TOAST

115

ROUND THE CLOCK

SOUPS

CREAM OF TOMATO SOUP

85

SOUP OF THE DAY (vegetarian /non-vegetarian)

85
MAIN COURSE

BHUNA GHOST
225
(cubes of lamb cooked in thick spiced gravy)

67
 CHICKEN KALI MIRCH
235
(boneless chicken cooked in thick pepper sauce gravy)

LAMB CHICKEN BIRYANI

210
(Boneless pieces of chicken or lamb pieces & basmati rice
flavored with Indian spices & herbs )

PANEER MUTTER
205
(cubs of cottage cheese & garden fresh peas cooked in a rich
gravy with spices)

SUBZ BIRYANI
195
(fresh garden vegetables &basmati rice flavored with Indian
spices)

VEGETARIAN SHABNUM CURRY

185
(mushrooms & fresh green peas finished in cashew nut gravy)

CHICKEN TIKKA SUBMERINLE

200
(chicken tossed with mayonnaise & onions stuffed in French
bread)

HAIWAIN CROISSANT SANDWICH

180
(Chicken lettuce pineapple with mayonnaise & onion stuffed
in French bread)

CHICKEN BURGER
180
(chopped bell pepper,parsly,chicken pattice pan fried & served
on bed of lettuce)

BURGER INDIANA
180
(vegetable burger with coriander & green chilli)

CLT
180
(chicken, lettuce, tomatoes sadwich in brown or white bread)

THE PLAZA CLASSIC

180
(traditional club sandwich veg or non-veg)

68
 BURGER ACAPULCO
175
(Mexican beef burger served with spicy tomato & chilli sauce)

GRILLED STEAK SANDWHICH

175
(flattened tenderloin steak cooked sandwich in tossed bread)

GRILLED ,TOASTED OR PLAIN SANDWICH

165
(with your choice of filling)

DESSERTS

FRESH FRUIT SALAD WITH FRESH ICE-CREAM

120

CHOCOLATE ECLAIRS
115

TIRAMISU
115

APPLE PIE A LA MODE

115
(served with vanilla ice-cream)

KESARI RASMALAI
95

CHOISE OF ICE-CREAM
85

CHOISE OF ASSORTED PASTRIES

75

BEVERAGES

69
 COLD COFFEE WITH ICE-CREAM
90

FRESH FRUIT JUICE

85

MILK SHAKE
85
(vanilla, mango, chocolate, strawberry)

TENDER COCONUT WATER

75

DECAFFINATED COFFEE
70

HOT CHOCOLATE, BOURNVITA, HORLIKS

70

LASSI, BUTTER MILK

60
(sweet, salted, plain)

BOTTLED WATER
70

EVIAN MINARAL WATER

120

AREATED WATER
60

TEA
55

COFFEE
55

BARLIST

70
 WHISKIES& SPIRITS
550

BLUE LABLE /ROYAL SALUTE

375

SINGLE MALTS PREMIUM

300

SINGLE MALTS REGULAR

225

SCOTCH PREMIUM
225

SCOTCH REGULAR IMPORTED

225

SCOTCH REGULAR
160

COGNAX X.O.
550

COGNAXV.S.D.O.
275

COGNAXV.S.
225

TEQUILA
130

VODKA
175

RHUM/GIN IMPORTED
175

COCKTAILS

71
 MARGARITAS
250

EXOTIC
250

CLASSIC COCKTAILS
195

NON-ALCOHOLIC BEVERAGES

MOCKTAILS
120

SEASONAL FRESH FRUIT JUICE

90

AREATED WATER CAN

60

AREATED WATER
50

DOMESTIC SPIRITS

SAMRNOFF/BACARDI
120

VODKA /RHUM/ BRANDI/GIN/WHISKY

100

BEER

IMPORTED(330 ml)
150

BOTTLED(650 ml)
175

72
BOTTLED(330ml)
130

DRAUGHT
120

LIQUEURS
200

FORMAT

73
 Bay view

Bay view, a 24 hour coffee shop at the hotel

is based on a Maritime Theme. The restaurant gives
an absolutely picturesque view of the Arabian Sea &
the Queen’s Necklace. The ambience is quiet of
relaxed gateway with soft music playing in the
background.

74
 The Coffee shop has a capacity of 108 &
110 covers maximum. Its exquisite service makes
dinning a relaxed experience. The Ala cart menu
created to suit every one palate has a combination of
Indian & Continental Food with Sandwiches &
burgers for quick bites. It also has scrumptious
desserts & a wine & a beverage list.

Elaborate lunch & dinner buffets are a

gastronomic delight with a selection of finest Indian
curries like mutter rogan josh & Chicken
makhanwala etc. A range of traditional continental
fare, a choice of soups with a combination of cream
based soup & dear soup, eight exciting
combinations of salads, cold cuts on the menu & 12
variant mouth watering desserts like soufflés, pies,
pastries, caramel custard etc. besides a daily spread
on International cuisine be it Arabic, Mexican, Thai
or Italian makes it an experience which surely one
would not like to miss.

To compliment the A La Carte selection

there is a spread of symptous breakfast buffet also.
The breakfast buffet is set between 7 am to 10 am. It
serves a range of traditional Indian delicacies like
Medu Wadas, Dosas, Uttapam, etc. a refreshing
selection of fresh fruits juices, breakfast rolls,
cereals & variety of hot items like omelets, ham,
bacon, sausages & grilled tomatoes.

This restaurant, just walking distance

from the business district and Hotel Oberoi Towers,
overlooks the Arabian Sea. It offers an excellent
view of Marine Drive, also known as the Queen's
Necklace. The interior, made to look like a ship's, is

75
complete with portholes, Italian marble, etc. The
restaurant offers excellent buffets for breakfast,
lunch, dinner, and even for a midnight feast.

Enjoy an enthralling experience of dining

in a ship like construction that gives you an amazing
view of the Arabian Sea while you enjoy the food.
Celebrate yourself with the array of multi faceted
buffet meal, breakfast and dinner.

The 24 hour coffee shop designed like a ship

takes you through an enthralling experience with a
marvelous view of the Arabian Sea .A continuous
celebration of multi-faceted buffet meal, that begin
with breakfast, go on to lunch, dinner and finally
crescent in a midnight buffet spread. So as you
continue your romantic or business rendezvous,
come experience a gastronomic feast with a
magnificent view of the Arabian Sea.

The 24 hour dinning designed like a ship takes

you through an enthralling experience with a
marvelous view of the Arabian Sea. Continuous
celebrations of multi-faceted buffet meal, which
begin with breakfast, go on to lunch, dinner and
finally crescent in a midnight buffet spread. So as
you continue your romantic or business rendezvous,
come experience a gastronomic feast with a
magnificent view of the Arabian Sea.

76
 Various shift timings in the Bay view
Morning Shift - 7 am - 4 pm
9 am – 6 pm

Afternoon Shift - 1pm – 10 pm

Panzer shift - 7 pm – 4 am

Night shift - 10 pm – 7 am

Staffing is done depending upon the guest

turnover in the restaurant. Heavy staffing is done in
the evening as the guest turnover is high.
Sometimes, the morning shift staff is made to report
to the banquets at the end of their shift whenever
there is the requirement. There has to be on Captain
working for every shift. Bay view is quite busy on
the weekends & so heavy staffing is done on these
days.

Waiter’s kit required in the Coffee Shop

 Two similar black bodied click pens

 One small diary
 One black colored comb
 One lighter
 One Wine opener

Every staff working in the Coffee Shop has

to have this kit with them. Otherwise the staff is not
allowed to work if anything is missing. The staff
uniform for the Bay view & the Room Service
department is the same. The uniform is provided by
the hotel.

77
Placing the food/beverage order

On receiving the food order from the guest, the

order taker makes a copy in Triplicate in the K.O.T
(Kitchen Order Taking) book
The first copy goes to the Kitchen
The second copy goes to the Cashier for posting the
amount in the food check.
The third copy is retained with the order taker for
the reference.

The same procedure is followed for placing the

beverage orders also. The order is taken on a B.O.T
(Bar Order Taking) book.

When the food is ready, it is brought to the

respective side station by the order taker. From here
each dish is served to the guest one by one. The
food remaining in the entrée dish is kept on the
guest table. If there is no place then the entrée dish
is kept on the side station & the second service is
given accordingly.

While taking food/beverage order, the following

things should be taken care of:

 Repeat back the order to the guest for

confirmation.
 Always inform the guest about the time that
will be taken for the order to get ready.
 Place the right K.O.T or B.O.T in the right
place for avoiding confusion.
 Follow up the order if it is taking too long to
be prepared.
 When order is ready, serve it immediately to
the guest.

78
  While serving, always announce the name of
the dish.
 Always ask the guest for the second service if
there is some food remaining in the entrée
dish.
 Ask & clear the plates.
 Always check the food check before
presenting it to the guest.

Direct Payment

Whenever KOT is made for any order for

particular room or a table, bill/check has to be raised
and send along with.
the order to the room.

The KOT is feeded in the computer, then the

room/table number & the codes for the order. This
information is saved in the computer by using the
key F9.

Then using key F3, you need to type

table/room number where the entire information
which was saved previously would be displayed on
the computer screen.

Then press key F5 that would print the

bill/check.

The bill/check is put inside the bill folder &

sent to the table/room along with the order in case
of a room to settle the bill. The guest may pay
directly by cash or he/she may want to settle the bill
by credit card. He may also want to settle his bill to
his account or to his company.

79
 Whichever way the guest may want to settle
his bill, use key F7 which is used for settling the
bill. Wherein the bill number is feeded in the
computer and the amount is settled in the way the
guest wants to be i.e. to room, to company, in cash,
or by the credit card.

If for some reason the guest cancels the order,

the bill needs to be voided which is done using the
F7 key. Go to the void column & voiding of the bill
can be done.

Settling the bill/check in the room directly

As soon as the KOT is for a particular order is

made by the order taker, the cashier on receiving his
KOT, he prepares the bill in the system. He feeds
the table/room number and the KOT number in the
system.

The guest number & the number of pax are

also feeded in the system in the respective columns.
Then the code number of the respective order is
entered in the system and the amount gets calculated
in the bill automatically.

The bill is not removed till the last order is

taken by the order taker and entered in the system.
When the guest asks for the bill/check, the cashier
gives the print command on the system by pressing
the function key F8 for the respective table/room
number.
It is always recommendable to check the bill &
confirm it with the order taker if possible before
printing it.

80
 On printing, the bill/check is sent to the
table/room along with the steward. The bill after
obtaining the guest’s signature is brought to the
cashier. The first copy of the bill goes to the Front
Office, the second copy is attached with the third
copy of the KOT which is sent to the controls.

There are different boxes kept in the cashier’s

cabin allotted to each table in the restaurant. The
KOT brought by the steward is stored in these boxes
till all the KOTs of a particular table are
accumulated. When the bill for the table is prepared
and sent to the guest for the signature, all the KOTs
of that table are removed & kept aside. When the
bill is settled, these KOTs are punched together &
are ready to send to the controls.

81
82
 Bay view (Menu)
- THE COFFEE
SHOP

APPETISERS:

COLD:
MARINATED SHRIMS
(melon balls with malebu sauce)

NORVEGIN SMOKED SALMON

(bed of greens,capers, horse raddish sauce melba toast)

CRISPY ROMAIN
(vegetarian ceaser dressing parmeason sheving)

CRIPS ROMAIN
(ceasers dressing, becon bits, anchovies,parmeason shaving)

ASSORTED GARDEN VEGGIESS

(hung yogurt, crushed pepper,honey)

HOT:

PRAWN BRUCHETTES
(organo chilli rub, oliveoil grilled, fierypomogranate jalapeno
salad)

WARM TEA SMOKED CHICKEN

(caramelised pineapple, greens pommery, mustard drizzles)

COTTAGE CHEES BUTTON

(king cumine batter, honey glazed, hand pound chilli pip)

ORIENTAL VEGGIESS
(tenrura rolled, spicy peanut deep)

SOUPS
CLEAR SOUP
85

83
 VEGETERIEN OR NON-VEGETERIEN
CREAM OF TOMATO SOUP & BASIL
85

CREAM OF VEGETABLES
85

BONE MARROW CHOWDER

125

THREE LENTIL SOUP

105

SPA HEALTH (VEGETARIAN/ NON-VEGETARIAN)

105

QUICK BITE

VERMICELLI FRIED PRAWNS

290
(medium sized prawns coated with vermicelli deep fried)

TAWA PRAWNS
290
(Pan fried prawns cooked in strong Indian marination )

ASSORTED KEBABS PLATTER

260
(platter of sheikh kebabs ,reshmi kebabs ,murg malai kebabs)

CHICKEN TIKKA
250
(bonless chicken marinated in spice &cooked in a tandoor)

AJWAIN MAHI TIKKA

225
(fish tikka flavored with ajwain)

KHIMA MATTER SAMOSA

225
(an Indian savory stuffed with lamb minced &fresh peas)

84
 MURG NIZAM ROLL
220
(pepper thin parathas rolled with chicken chat served with mint
chutney)

VEGETABLE NIZAM ROLL

150
(papper thin parathas rolled with vegetable chat &served with
mint chutney)

PUDINA SHIKH KEBABS

140

STUFFED PANEER PAKORAS

140

COCKTAIL SAMOSA
140
(an Indian savory stuffed with potatos & peas)

CHILLI CHEES TOAST

115

MALABAR PRAWN CURRY

275
(prawns cooked in coconut cream & spices )

GOAN FISH CURRY

270
(fish cooked in coconut & tamrind flevourd gravy)

BHUNA GHOST
255
(cubes of lamb cooked in thick spicy gravy)

CHICKEN KALI MIRCH

255
(diced chicken tossed inoriental spices &roasted black
peppercons)

NON VEGETERIEN DISH OF THE DAY

235

PANEER JALFREZI
205
(cottage cheese tossed with fresh pepper & herbs )

85
 PANEER TIKKA MAKHANI
205
(tandoori cottage cheese tossed with fresh tomatoes ,kashmiri
chillies &topped with fresh cream)

ALOO GOBI
185
(potatoes & cauliflower coocked with fresh ginger & garlic &
green chillies)

SUBZ DO RAHE
185
(a mélange of cauliflower green beans peas carrots & leafy
spinach in a rich gravy)

SHABNAM CURRY
185
(mashrooms fresh green peas finished in a cashwenut gravy)

VEGETARIAN DISH OF THE DAY

185

DAL MAKHANI
110
(mixed pulses with fresh tomatoes &cream butter)

DAL PALAK
110
(yellow lentils cooked with spinach & mildly flavoured)
THALI
300
(two seasonal vegetables dry one with gravy one lentil rice yogurt
roti &indian sweet)

BATTER FRIED PRAWNS WITH FRECH FRIES

290

GRILLED LAMB SHANKS WITH MINT GELLY

275

OLD FASHIONED CRUMBED FRIED FISH

250

GRILLED FISH WITH BUTTERED VEGETABLES

250

86
 THYEM ROAST CHICKEN WITH OWN SAUCE SERVED
WITH BACKED POTATOES & BUTTERED
VEGETABLES 230

BEEF STEAKS POIVRADE

230
(grilled steaks with pepper sauce )

FASSILI OR SPEGHETI OR PENNE

175 (with your choice of sauce almond, pasto, alfredo ,
bolognaise)

CREOLE VEGETABLES FRICASSEE

175
(vegetables stew with steamed rice)

ROUND THE CLOCK

SOUPS

CREAM OF TOMATO SOUP

85

SOUP OF THE DAY (vegetarian /non-vegetarian)

85

MAIN COURSE

BHUNA GHOST
225
(cubes of lamb cooked in thick spiced gravy)

CHICKEN KALI MIRCH

235
(boneless chicken cooked in thick pepper sauce gravy)

LAMB CHICKEN BIRYANI

210
(Boneless pieces of chicken or lamb pieces & basmati rice
flavored with Indian spices & herbs )

87
 PANEER MUTTER
205
(cubs of cottage cheese & garden fresh peas cooked in a rich
gravy with spices)

SUBZ BIRYANI
195
(fresh garden vegetables &basmati rice flavored with Indian
spices)

VEGETARIAN SHABNUM CURRY

185
(mushrooms & fresh green peas finished in cashew nut gravy)

CHICKEN TIKKA SUBMERINLE

200
(chicken tossed with mayonnaise & onions stuffed in French
bread)

HAIWAIN CROISSANT SANDWICH

180
(Chicken lettuce pineapple with mayonnaise & onion stuffed
in French bread)

CHICKEN BURGER
180
(chopped bell pepper,parsly,chicken pattice pan fried & served
on bed of lettuce)

BURGER INDIANA
180
(vegetable burger with coriander & green chilli)
CLT
180
(chicken, lettuce, tomatoes sadwich in brown or white bread)

THE PLAZA CLASSIC

180
(traditional club sandwich veg or non-veg)

BURGER ACAPULCO
175
(Mexican beef burger served with spicy tomato & chilli sauce)

GRILLED STEAK SANDWHICH

175
(flattened tenderloin steak cooked sandwich in tossed bread)

88
 GRILLED ,TOASTED OR PLAIN SANDWICH
165
(with your choice of filling)

DESSERTS

FRESH FRUIT SALAD WITH FRESH ICE-CREAM

120

CHOCOLATE ECLAIRS
115

TIRAMISU
115

APPLE PIE A LA MODE

115
(served with vanilla ice-cream)

KESARI RASMALAI
95

CHOISE OF ICE-CREAM
85

CHOISE OF ASSORTED PASTRIES

75

BEVERAGES

COLD COFFEE WITH ICE-CREAM

90

FRESH FRUIT JUICE

85

MILK SHAKE
85
(vanilla, mango, chocolate, strawberry)

TENDER COCONUT WATER

75

DECAFFINATED COFFEE
70

89
HOT CHOCOLATE, BOURNVITA, HORLIKS
70

LASSI, BUTTER MILK

60
(sweet, salted, plain)

BOTTLED WATER
70

EVIAN MINARAL WATER

120

AREATED WATER
60

TEA
55

COFFEE
55

FORMAT

90
 The Oriental Blossom
(Specialty Chinese Restaurant)

If you're looking for a melange of fine

dining and authentic Chinese cuisine, then this

91
elegant restaurant on the first level of swanky
Marine Plaza Hotel is the ideal venue for you. If
you're lucky enough to get a place by the window,
the view of the Marine Drive and the sea beyond is
pleasing to the eyes. But what pleases you even
more is the Cantonese style cooking. A special
feature is the Jasmine Tea that is complimentary
along with the Korean cabbage salad - Khimchi.
The main dishes are made with subtle spices and
fresh ingredients. If you're willing to shell out a
little more than the usual, the experience at Oriental
Blossom is certainly not run of the mill!

Honey-glaze spare ribs, Chinese greens

with black mushrooms, deep-fried corn curd,
coconut pancakes, dim sum -- the Chinese food at
the Marine Plaza hotel's showcase restaurant is
lightly spiced, a mixture of Cantonese and
Szechwan. The style is simple and elegant -- black
furniture, crisp white tablecloths, and subdued
lighting -- and the service unobtrusive. If you want
seclusion, book a table in one of the semiprivate-
dining alcoves.

The landscape of Mumbai is dotted with a large

number of hotels and restaurants that offer the most
varied and delectable cuisines in the world. This
makes Mumbai the food capital of India. The
specialty of the restaurants in Mumbai is that the
cuisines that they offer have the authentic taste of
the region that they represent. Hence, the restaurants
are not only renowned in the city but are also
famous across the country. Of these renowned

92
restaurants in the city, one of the very popular
restaurants is the Oriental Blossom Restaurant,
Mumbai.

FORMAT

93
Oriental Style
The citizens of Mumbai are known to be genuine
food lovers and have a penchant for tasting new
cuisines and preparations. Hence, the connoisseurs
of the city warmly acknowledge every new
restaurant in the city that serves a unique and
unconventional menu. Apart from the Indian
cuisine, the other popular cuisines include Italian,
French, Thai and Mexican fares. However, one
cuisine that is a hot favorite among the people of
Mumbai is the Chinese cuisine. This following for
Chinese food has led to the mushrooming of a large
number of Chinese restaurants in the city. One of
the most popular and unique Chinese restaurant is
the Oriental Blossom Restaurant, Mumbai.

The Oriental Blossom Restaurant, Mumbai is

located in the plush Marine Drive area of the city.
The restaurant occupies the first level of the
flamboyant and stylish Marine Plaza Hotel at the
Marine Drive. The highlight of the Oriental
Blossom Restaurant is the authentic Chinese
delicacies that are served to the guests in typical
Chinese style and manner. The best seat in the
restaurant is by the window, which gives a
marvelous view of the busy Marine Drive and the
splashing blue sea along the drive. Another specialty
of the Oriental Blossom Restaurant, Mumbai is the
Cantonese style of preparations that add a unique
taste and flavor to every dish. The chefs use freshly
ground spices, which lend rich aroma and taste to
the dishes. Some of the exclusive preparations at
Oriental Blossom include Korean cabbage salad

94
called Khimchi and Jasmine Tea, which is
complementary with Khimchi.

The Oriental Blossom, Mumbai is the ideal

restaurant for those who wish to taste authentic as
well as unconventional Chinese preparations.

Most Chinese restaurants in Mumbai lean

towards the spicy Szechwan style, but this hotel
outlet went for the delicate flavors of Cantonese
cuisine instead. This well-designed space has large
windows and none of the gold-leaf trimmings
common to Chinese outlets, complemented by sharp
service. The dim sum is excellent and it serves pork
dishes, which is a bit unusual for Mumbai. Not very
restaurant, but has private dining rooms.

A nice classy ambience, the service is good

and we have nice options of seating and private
banquets. Explore the enticing cuisine of the Canton
and Szechwan region that offers a unique blend of
authentic and innovative delicacies for the
discerning connoisseur of good eating.
Master Chef Huang, Master Chef at The Oriental
Blossom has over the years bestowed the most
delectable and authentic Cantonese and Schezwan
delicacies. The décor and the ambience create just
the right mood for enjoying a superbly cooked
Chinese meal.

Explore the enticing cuisine of the canton

and Szechwan region that offers a unique blend of
authentic and innovative delicacies for the
discerning connoisseur of good eating.

The restaurant timings are as follows:

12.30 pm -2.45 pm (last order taken)

95
 7.30 pm - 11.45 pm (last order taken)

The staff works in two shifts:

Break shift: 11.30 pm – 4.30 pm and 6.30 pm –
12.30 am
Panzer shift – 7 pm – 4 am
Majority of the restaurant staff works in a
break shift.
The restaurant capacity is 76 minimum and 78
maximum. It is divided into three sections. The
table numbers are:
Section1- 10, 11, 12, 14, 15 & 15A
Section2- 20, 21, 22, 24 & 25
Section3- 30, 31, 32, 34 & 35.
Table 14 & 22 are the PDRs (Personal Dining
Room)

Explore the enticing cuisine of the

Canton and Szechwan region that offers a unique
blend of authentic and innovative delicacies for the
discerning connoisseur of good eating.
Master Chef Huang, Master Chef at The Oriental
Blossom has over the years bestowed the most
delectable and authentic Cantonese and Schezwan
delicacies. The décor and the ambience creates just
the right mood for enjoying a superbly cooked
Chinese meal.
This is the only specialty restaurant in the entire
hotel. It is a Chinese Cuisine Restaurant. The
food items served here are from the region

96
schezwan and canton. The restaurant is
supervised by restaurant Manager Ms.Nimmy
Das who is also the Assistant Food and
Beverage Manager. Captain Shekhar and
Captain Jignesh are also in-charge of the
restaurant. This

restaurant opens at 11.30am and closes at

3.30pm.Generally guests have to make a
reservation if he wishes to dine in the
restaurant. In the evening the restaurant opens at
7.00pm sharp. There are two seating in the
evening . One is at 8.30p.m and the other is at
10.30 p.m. If the place is fully booked then the
guest will not get a table for himself. Here they
have
a set menu that includes starters, main courses
as well as desserts. They also have a la carte
menu. This restaurant is open 365 days of the
year.

97
 CHINESE MENU

STARTERS

PRAWNS SALT& PEPPER

225

Crispy lamb CHILLI SPRING ONION

205

VEGETABLE SPRING ROLL

195

FRIED CORN CURB

175

JADE ROLL
175

SOUPS

HOT & SOUR SOUP

110
(veg & non-veg)

SWEET CORN SOUP

110
(veg & non-veg)

WANTON SOUP
110
(veg & non-veg)

MAIN COURSE

PRAWNS IN SINGAPORE SAUCE

295

STIR FRIED PRAWNS WITH MUSHROOMS & CHINESE

GREENS 295

98
 MONGOLIAN CHICKEN
265

CHICKEN IN CHILLI OYESTER SAUCE

265

KUNG BOW LAMB

205

SHREDED LAMD WITH GREEN & RED PEPPER

205

HAKKA & PAN-FRIED NOODELS

140
(veg or non-veg)

FRIED RICE
140
(veg or non-veg)

ORIENTAL DELIGHT IN MANCHURIAN SAUCE

185

DICED EGGPLANT WITH FRESH MUSHROOM IN

GINGER GARLIC SAUCE
165

STUFFED POTATOESIN HOT GARLIC SAUCE

165

DESSERT

HONEY TOSSED NOODELS WITH ICE-CREAM

120

DATE PANCAKE/PINEAPPLE PANCAKES WITH

CHOISE OF 120
ICE-CREAM

99
 Taking Table Reservation

“Pick up the phone on the first ring,not

latter than three rings”

Good morning, this is Ajay from

pavillon”.

Your voice should carry a smile and

cheer. Repeat the name of the guest
and the number of person for the
reservations and any special
instructions.”

100
A table for 4 person in the name of Mr.
scott at 2100 hrs. and you would like
to have the table in a quite corner”.

Use standard phrases.

write down all the details in the

reservation register.

Confirm and thank the caller.

Your reservation is confirmed Mr. Scott

and thank you for calling .

Have a nice day.

101
 Taking of order

For food
1. Always write the date, no. of PAX,Name of the server and the
table number on the K.O.T

2. Always separate the first course from the second course by a

divider.

3. Remember the K.O.T. is your tool for the smooth operation

and care must be taken to preserve it till the guest leaves the
restaurant.

4. Take care to transfer the exact details onto the K.O.T at the
MICROS.

For Beverages
1. After 2 to 3 minutes, check with the guests for the beverage
order or other wise the guest may place the order as you
present them the menu if he has already decided.
STANDARD PHARSES
“May I take your order for beverages”. In case the guest is still
undecided and needs assistance” May I suggest a bloody Mary or
would you prefer a scotch with soda.”
2. The chair nearest to the kitchen entrance is always no.1 and
continues numbering clockwise.
3. The quantity of the item ordered by the guest should be written
in words After the total order has been taken..
 Standard Operating Procedures
 Staff coming for the first shift counts the soiled linen used &
gets it exchanged for the fresh one from the house keeping
department at 11 am.
 The senior has to make sure that the side stations & the linen
cupboard are stacked up to mark & kept clean.
 Keep the Kimchee & pickle ready in the monkey dish.
 On receiving the fresh linen, neatly fold the napkins & other
linen & stack them.
 Check whether all the tables are layed correctly before the
restaurant opens for the operations.
 The restaurant door should be unlocked at 12.30 pm.
 After the restaurant closes in the afternoon, rearrange all the
tables in a proper way for the evening operations.
 Once again the linen is exchanged at 4 pm for the evening
operations.
 A briefing is to be held at 6.30 pm where the reservations are
announced and the sections are allocated to the staff.
 After the briefing, the break shift staff goes for s break and
the panzer staff keeps the kimchee, pickle, water jugs ready.
 After the break shift staff comes back from the break, the
panzer staff is left for the break.
 At around 12 am, the break shift staff is left for the day and
the panzer staff takes the hand over.
 All the night assignments are to be completed by the panzer
staff.
 All the table covers are layed and the napkins are folded
according to the next day’s fold and placed on the table.
 All the polishing assignments are done in the night.
 The inventory of cutlery and glassware is carried out by the
panzer staff on Tuesdays and handed over to the break shift
staff as the breakages are done on Wednesdays for ORB.
 The food sale board is updated every night depending on the
day sale for the staff reference
Table Cover

The following are the things layed on each cover.

 Show plate
 Joint fork
 Joint knife
 Kava cup
 Chopstick stand
 Chopsticks
 Sauce Divider
 Water Goblet
 Napkin
 Sweet spoon
 Sweet fork
 Dessert plate

Center accompaniments are:

 Bud vase
 Salt & Pepper
 Sauce plate with three bowls containing different
sauces(chilly vinegar, schezwan and chilly coriander)
 Kimchee & pickle in monkey dish
 Soya sauce pot

Certain rules while servicing the guest

 Always wish the guest according to the time of the day.

 After the guest is seated, ask him which water would he
prefer either cold or at room temperature & serve him the
water accordingly.
 For every guest the Chinese tea is served complimentary
from a teapot in a kava cup & the order is taken.
 Remove the show plate & place the dinner plate in its place
when the food is ready & brought at the side station.
 Serve the food to the guest using Silver service & keep the
entrée dish on the table by making some place or at the side
station if there is some food remaining in the dish.
 Always keep the water goblet filled when the guest is sitting
at the table till the last service.
 Keep serving Chinese tea if the guest asks for it. The teapot is
kept on the table only.
 Always clear the chopstick stand, chopsticks and the sauce
divider if the guest is not using by asking the guest,”May I
Clear”.
 Always ask for a second service before the guest asks for it.
 Clear the plates and the cutlery when the guest finishes the
main course.
 Do the crumbing.
 Remove center accompaniments except the bud vase.
 Place sweet cutlery on the table.
 When the dessert is ready, place a dessert plate & serve the
dessert to the guest using Silver service.
 There is no need to place a dessert plate if the dessert is
served pre-plated.
 Do the clearance when the guest finishes having his dessert.
 Ask whether he would like to have his bill.
 Get the bill in a folder & present it to the guest with a pen (if
he is doing credit payment).
 Fortune cookies are also served complimentary to the guest
while presenting the bill.
 There is a comment card in every bill folder presented to the
guest, ask the guest if he would like to fill it.
 When the guest is leaving, always thank him & wish him,
‘Have a good day.’
 The tips are to be put in the tip box and the comment card in
the comment cards file.
Placing the food order

The steward takes the order in a triplicate system of order

taking.
 The first copy goes to the main kitchen and is placed on the
pick up area for the reference of the runner or in front of the
preparation area.
 The second copy goes to the cashier.
 The third copy is retained in the KOT book for the steward’s
reference.
All the three copies are colored differently for a quick
reference as white, yellow and pink respectively.
After the guest gives the order, steward asks him
whether he would like to have his now or after sometime. If the
guest says he wants now, then the steward places the first copy
directly in front of the pick up area and loudly announces the
name of the dish to the chef standing in front who also acts
somewhat like an aboeyer and says “SHOOT”. It means the
guest wants his food right now & the chefs starts preparing the
food.
If the guest wants the food later also in case of
desserts, the steward places the first copy in back side of the
preparation area which is not visible to the chef and announces
the dish to the chef saying, “On Hold”. When the guest asks for
the food, this copy is removed from the back side & is placed in
front of the chef again announcing the name of the dish saying,
“SHOOT”. This copy is then placed in front of the pick up area.
The steward has to make sure that the orders are
placed correctly without any confusion. He should be loud
enough while announcing the name of the dish as well as during
announcing any special preferences.
 Duties of a runner

 The runner looks after the food orders placed in the kitchen
and mainly works in the pick up area.
 When the food is ready, the runner confirms the name of the
dish as well as the table number on which the food is to be
served by preferring the KOT copy which is placed in front
of the pick up area.
 The runner has to keep the necessary sauces to be served with
the food ready.
 When the food is ready, the runner goes & informs the
steward of that particular section to place the dinner plates on
the table.
 Then the ready food is taken on an American tray and placed
on the respective side station.
 The steward should also be informed about the food, when it
is placed at the side station.
 The runner should announce the name of the dish and the
table number to the steward.
 The runner has to make sure that the right food is served at
right time on a right table.
 When the runner takes the ready food to the side station, he
should clear the tray on which the empty entrée dishes are
kept and bring it outside to the washing area.
 The runner has to be quick and intelligent as he alone looks
after the food orders of all the sections.
 The runner has to be careful that the food of different
sections does get mixed and create confusion.
 The best way of learning the restaurant menu is by being a
runner.
 Duties of an Hostess

 She stands at the entrance of the restaurant.

 She welcomes the guest and escorts the guest to the table.
 She should always look cheerful & should wish the guest on
his arrival according to the time of the day.
 She attends the calls if there is nobody at the telephone desk.
 She also takes the reservations if the situation demands.
 She is responsible for helping the stewards in service during
peak hours.
 She greets the guest when the guest finishes having his meal
at the restaurant and leaves.
 It the duty of the hostess to keep all the side stations stacked
with the necessary stationeries.
 She collects all the comment cards and tallies them preparing
a record for the same every week.

The ORB being one of the finest Chinese

restaurants in Mumbai is busy on most of the weekdays.
Especially on Wednesday, Friday & Saturday evenings and on
Sunday lunch. It requires heavy staffing during peak hours as it
gives a personalized service to the guest. So, I suggest that
every one of us should definitely visit ORB at least once &
enjoy its service.
Geoffrey's - The Pub
A quaint but throbbing English Pub caters to the people young at heart
serving as an ideal place to mix business with pleasure or to just
unwind after a busy day. The who’s who of the business world
continues to haunt this extremely popular pub. A fine selection of
scotch, malts and wines combined with an interesting selection of
international cuisine makes Geoffrey’s the ultimate pub experience.
Geoffrey's is a pub having 1760 sq.ft of place with 96
covers. It is just like an English Pub. The Bar is situated between
the pub which is known as island Bar.

Timings : 11.30a.m to 01.30a.m

Geoffrey's have co-operate lunch which includes items

such as Soups, Salads, Sandwiches and Desserts. There are two
buffet alcoholic and nonalcoholic.

Rate : Alcoholic Rs.275/- + taxes with a glass of wine or pint beer.

Nonalcoholic Rs.225/- + taxes with a glass of fresh lime

soda/ice/tea/fresh fruit juice etc.

HOW IS GEOFFREY’S?

There is 1 plasma T.V., 4 normal T.V on which only news,

sports channels are displayed whole day music is played it is like a
casual English pub. It has got wooden flooring.
FORMAT
 PUB MENU

SALADS

 TRADITIONAL CESER’S SALAD 150

 TROPICAL FRUIT & VEGETABLES SALAD IN CRANBERRY DRESSING

125

SOUPS

 BONE MARROW CHOWDER 125

 THREE LENTIL SOUP 105

 SPA HEALTH (VEGETARIAN/ NON-VEGETARIAN) 105

MAIN COURSES

 BAR-B-QUE GRILLED PRAWNS 375

(succulent prawns served with wild rice)

 PUTNAISSCA 350
(penne pasta with pink shrimps in a tomato piquant sauce)

 PANFRIED POMFRET ROULADE 300

(fish braised with tarragon & lemon moussoline)

 HERB CRUSTED FISH 300

(sea fish pan seared with fresh garden hrerbs & served with vegetable
quenneles)
  BEERED BRUTWRUST 300
(germansaurages cooked in beer& potatoes accompanied with saufed
spataale)

 HUNGARIAN CHICKEN PAPRIKA 250

(a rich creamy chicken & paprika Creole, served with parsley rice)

 CHICKEN FARCI 250

(chicken leg filled with mincmeat,chees& herbs on abed of braised
vegetables)

 ARABIC LAMB KEBAB 250

(minced lamb mildly spiced with fresh& khas-khas)

 TENDERLION BROCHETTES 250

(marinated beef skewered with sweet peppers, fresh mushrooms & tomatoes)

 TENDERLOIN STEAK(done to uour like) 250

(Served with char gilled vegetables with a choice of béarnaise or pepper
sauce)

 COTTAGE CHEES SATAY 200

(grilled cottage cheese spiced with Thai ginger lemon grass &chili)

 CORN & SPINACH KROMESKIES 200

(envelopes of pasta pocketed with crushed garlic corn spinach)

DESSERTS

 CHOCOLATE WALNUT BROWNIE 105

(rich brownie served with hot chocolate &vanilla ice-cream)

 TIRAMISU 105
(The traditional Italian delectable dessert)
SANCKS MENU
 SMOKED SALMON 250
(tender salmon on whole wheat bread served with horseradish sauce & green
onion salad)

 BRAISED PRAWNS 350

(prawns marinated with lemongrass lemon zest &ginger soya &braised served
with lemon butter sauce)

 JHINGA AMRITSARI 300

(succulent prawns coated with spicy Indian herbs butter &fried served with
appetizing mint chutney)

 CRUSTED FISH FILLET 300

(crisp pomfret coated with flaky topping &grilled served with creamy
mayonnaise)

 MURG MALAI KEBAB 300

(delectable chicken seasoned & cooked in a clay oven served with mint
chutney)
 CHARRED JERK CHICKEN 275
(supreme of chicken merged with fine herbs Soya sauce ,garlic onion powder&
pan fried)

 PEPPERONI ROLL 250

(chilled melon scoops wrapped with pepperoni chicken salami accompanied
with crannberry dip)

 DUM KI GHOST BOTI 250

(luscious lamb cubes seasoned with traditional spices cooked in dry oven)

 LASOONI SHEIKH KEBAB 200

(lamb minced merged with garlic Indian spices &green herbs &cooked on
charcoal)

 TENDERLOIN STEAK 200

(strips of meat skewered in Thai style served with peanut sauce)

 CASHWENUT FRITTERS 200

(a fluent cashwenut coated with piquant gram batter &deep fried cheese platter)

 ALL FRICE BASKET 200

 (fried potatoes in kings, circle, curls, nuggets )

 COTTAGE CHEES CUTLET 200

(cake delicately flavored with spices & crumb fried)

GEOFFREY’S
THE PUB
APERITIFS 150

WHISKIES & SPIRIT

BLUE LABLE /ROYAL SALUTE 550

SINGLE MALTS PREMIUM 400

SINGLE MALTS REGULAR 275

SCOTCH PREMIUM IMPORTED 250

SCTOCH PREMIUM 225

SCOTCH REGULAR IMPORTED 150

SCOTCH REGULAR 160

TENNESSEE PREMIUM 250

TENNESSEE REGULAR 200

COGNAC X. O. 550

COGNACV.S.O.P. 275

COGNAC V. S. 225

TEQUILA 150

VODKA PREMIUM 225

VODKA IMPORTED 175

RUM/GIN IMPORTED 175

DOMESTIC SPIRIT

SMIRNOFF/BACARDI 140

VODKA/RUM/GIN/WHISKI/BRANDY 120

BEERS

IMPORTED (330ML) 150

BOTTLED (650) 150

BOTTLED (330) 110

DRAUGHT 150

LIQUEURS 150

COCKTAILS

MARGARITAS 250

EXOTICCOCKTAILS 250

CLASSIC COCKTAILS 225

NON ALCOHOLIC

MOCKTAILS 110

SEASONAL FRESH FRUIT JUICE 85

AERATED WATER 55

AERATED WATER CAN 65

Standard measure 30ml for spirits & liqueurs.
No service charge levied. taxes as applicable

Uniform
Steward
 White shirt
 Black pant
 White Apron
 Jacket with white & black checks
 Black shoes

Captain
 Black coat
 Black pant
 Black shoes

Manager
 White Shirt
 Black pant
 Black Coat
 Any matching tie
 Black shoes

Waiter’s kit

 2 black bodied click pens

 1 pocket diary
 1 black comb
 1 wine opener
 1 lighter
 2 serviettes
 Pantry
Pantry is always handled by a trainee or a freshly joined
assistant steward. It is located at the back of the pub. It requires to
be kept clean at all times.

Procedures for handling pantry

Make sure that al the equipments are stored at their right

place.
The steward brings the clearance tray to the pantry and the
pantry holder clears the tray.
The mis-en-place should be done on regular basis.
The pantry places the order to the main kitchen & follows
them.
The accompaniments like wafers, ketchup, mint chutney,
butter, peanuts, popcorns etc. should be always kept filled
in their respective containers.
The pantry also has a small continental kitchen which
operates only during peak hours.
Al the Indian orders are always placed in the Indian
section of the main kitchen.
The bread orders are received from the bakery and
sandwiches & juices from the pantry.
Order placing procedures are same as those of ORB.
Washing of cutlery, crockery & glassware is done in a
pantry itself by a Kitchen Stewarding personnel and
wiping of cutlery & glassware is done by a pantry holder.
After the wiping of cutlery & glassware is done, it placed
on an American tray and the tray is given to the steward
working inside for stacking.
 The buffet soups & bread rolls are stored in the pantry and
are heated in the microwave & dispatched when the order
comes.
Things to learn in BARS

1. Bar set up Mise-en-place preparation, checking stock in hand and

requesting stock.
2. Pre-opening cleaning.
3. Decorative arrangement of liquor bottles.
4. Preparing garnished.
5. Stocking shelves and fridges.
6. Various glassware & maintenance.
7. Preparing and serving, shaken cocktails.
8. Preparing and serving, stirred cocktails.
9. Serving beers, spirits, wines and champagne.
10. Serving aerated waters and squashes.
11. Maintaining bar during service.
12. Different brands of foreign, Indian, alcoholic and non-alcoholic
beverages, and their contents.
13. Implications of short and over pouring.
14. Processing of all guest checks per drinks served.
15. Maintaining liquor licensing laws.
16. Bar salesmanship.
17. Liaison with F & B controls for daily inventory.
18. Dry days and handling guests during the same.
19. Pilferage, spoilage.
20. Procedure for payment of shortages.
21. Spoilage and breakage procedures.
22. Dealing with difficult guests.
23. Securing bar after service.

BANQUETS
The Unpretentious, Neo-Classical lobby architecture and tranquil
ambience relaxes you completely. Courteous and hospitable Front
Office team helps you settle in comfortably.
The Business Centre is equipped with modern technology; efficient
equipments and instruments of communication to assist you bring
out the best in your mission.
To make your Conferences and Meetings a success the hotel brings
forward Meeting Rooms and Conference facilities to suite your
requirements.
Further your experience is enhanced by immaculate service and
personalized attention of the entire team and their effort to make
every aspect of your stay delightful and memorable. Thus, making
Hotel Marine Plaza an Ideal Business Venue adding value to your
time and money.

The Plaza Room

The tables in the Plaza Room are arranged in different

ways during parties depending upon the number of pax. One of the
layout is shown below.
TOP 20 OF BANQUET KITCHEN
1. COFFEE
2. JUICES
3. FRESH FRUIT
4. BREAD
5. BEVERAGES
6. SIGNATURE DISHES
7. FRESH FISH AND SEA FOOD
8. PERFECT PREPARATION METHOD
9. COMFORT FOOD
10. WINES
11. AUTHENTIC LOCAL AND ETHNIC CUISINE
12. DESERT AND ICECREAM
13 .FRSH HERBS
14. HEART HEALTHY
15. TEA
16. VEGETABLES & SALADS
17. CLEANLINESS
18. VALUE FOR MONEY
19. MENUS
20. PERFECT SETTING.

>What the above top 20’s actually mean..

.Coffee-We offer the best cup of coffee in town in all its varieties
including latte cappuccino & espresso as well as decaffeinated

.Juices-We provide a selection of freshly squeezed juices using a

variety of fresh fruits and vegetables

.Fresh Fruits-We also offer fresh fruits that is served perfectly ripe.

.Breads-We serve bread that is baked fresh daily.

.Beverages-We offer Alcoholic and non- alcoholic beverages using

premium brands and the freshest ingredients, served tastefully
garnished.

.Signature Dishes-Each Restaurant should have its own “claim to

fame”.
.Fresh fruits and seafood-We provide the freshest fruits available,
use live fish from salt water or fresh water tanks in kitchens
whenever possible

.Perfect preparation methods-We use perfect preparation methods,

-Roasted to Golden brown.
-Proper grilling.
-Stir, Fried and piping hot.
-Stand to perfection.

.Comfort food-we always offer a variety of local and international

comfort, food in room service etc.

.Wines-We offer a diverge selection of Vintage wines, served by

knowledgeable employees.

.Authentic local and Ethnic Cuisine-We prepare Local & Ethnic

Cuisine using authentic preparation methods & ingredients.

.Desserts and Ice-cream-We offer a selection of irascible deserts

and gourmet store ice creams emphasizing
quality,variety,freshness,taste & Presentations

.Fresh Herbs-We select garden fresh herbs that are grown locally or
on property whenever possible.

.Tea-We prepare Herbal decaffeinated and other loose leaf teas.

Pouring a cup of brewed tea properly as as important as making it.
.Veg & salads-We serve salads that are crisp and fresh &
vegetables that are picked at the peak of harvest working with
farmers when possible.

.Cleanliness-We adhere to the ultimate minimum standards which

include
-Carpets should be spotless.
 -Windows should sparkle.
-Kitchen floors should shine.

.Value for money-we ensure that our customers experience in our

Hotel should exceed his expectations.

.Menus-We ensure that our menus flow properly and are clean and
well maintained .They should also be easily legible & translatable
and menu description should be explained in mouth watering
details.

.Perfect Setting-We deliver an impeccable table top with sparkling

and spotless chinaware, cutlery & glassware & linen that is clean
and wrinkle free.

Things to learn in BANQUETS

1. Organization chart of the department.

2. Various job positions, and their description.
3. How to take a Banquet booking.
4. Menus and their price structure.
5. Service for lunches, dinners, cocktail parties etc.
6. Policies and procedures, forms and files used.
7. Public relations maintained by Banquet Manager.
8. Function history cards maintenance.
9. Legal implication – negotiating a Banquet Sale, Signing of
the contract.
10. Market mix and targeting sales to certain markets.
11. Importance of BFC and FP.
12. Guest Function History Cards, and mailing lists.
13. Role of the Banquet sales team, in maximizing sales, and
collection of out standings.
14. Preparing areas for lunch, dinner, cocktail reception, dance,
and exhibition.
15. Setup of tables, frilling, and other mise-en-place.
16. type of banquet equipment, furniture and fixtures.
17. The various types of set up possible in the Banquet areas with
regards to:
a. Space requirement.
b. Max capacity for each area for the given setup.
c. Types of service.
18. Bar Licenses required.
19. Quantity of food and beverage required for a function as per
number of pax.
2. Checking function and meeting setups.
3. Staffing: No. Of service personnel required for various
functions, & scheduling the same.
4. Coordination with Housekeeping, Kitchen Stewarding, F & B
controls, kitchen.
5. Procedure for check handling – security and motivation.
6. Use of casual staff:- security and motivation.
7. Guest comments and complaints, effective handling of the
same.
8. Tips system.
9. Nature and organization of Outside Catering.

Interdepartmental Relationships

F & B and Front Office

These two departments give a huge amount of profit to the

hotel. The F.O sends an amenities voucher to the room service on
the arrival of any VIP or VVIP guest in the hotel. Any special
discounts on food & beverage given to the guest by F.O should be
informed to the F & B department.

Front Office & Maintenance

In case of any complaints regarding the lighting &

furniture in the rooms the F.O should inform the maintenance
department. F.O also informs the maintenance about any special
lighting & furniture to be done in the VIP room.

Front Office & Kitchen

Any special food requests made by the In-house guest have

to be informed to the Kitchen. Kitchen should also be informed
regarding the group arrivals in the hotel.

House Keeping & Front Office

The house keeping & front office should work hand in
hand. The room status of the hotel should be continuously updated
by both the departments with each others coordination. Front office
should always be informed about the rooms blocked by the house
keeping. When the blocked rooms are cleared by the house
keeping, it should inform immediately to the front office as they
are ready to sell. F.O should give a report of the VIP guest in the
hotel so that the special guest complimentary items can be placed
in the room by the house keeping department & these rooms can be
given a special attention.

Both these departments are very much dependent on

each other. Discrepancy Report is prepared on the daily basis by
the liaison between both these departments. On departures front
office should immediately give the rooms for cleaning to the house
keeping department. House keeping & front office should always
inform each other in case of any guest complaints. Both these
departments come under one category known as ‘Rooms Division’.
Both these departments play a major role in selling & maintaining
the room standards.

House Keeping & F & B

These two departments should have good relations with

each other. The F & B department is dependent on the house
keeping for the cleanliness & maintenance of its work areas. And it
is the duty of the house keeping department to maintain the
hygiene standards in the hotel. Apart from cleaning of rooms &
public areas, a certain number of house keeping staff is assigned
only to look after the cleaning & maintenance of the F & B outlets.

Both these departments together deals with the linen also.

The F & B department should the soiled linen from the various
outlets to the house keeping for washing & gets fresh linen in
exchange. The linen records maintained by both the departments
should be checked regularly & should match each other.

Front Office
FORMAT
 Duties & Responsibilities of Front Office:

Front Office Manager

 He is the head of the department.

 He is responsible for the smooth functioning of the

department.
 He ensures that the personalized & courteous service is
maintained by the staff.

 He responds to the front office correspondence on enquiries,

reservations, room booking, etc.

 Participates in the selection of a front office personnel

 He has to conduct scheduled meetings for the front office

staff regularly.

 He is also responsible for the promotions & transfer of the

front office staff.

 He deals with correspondence, vouchers, exchange orders,

deposit refunds of deposits and actions thereon.

Reception Supervisor

 Welcomes the guests.

 Assists the front office reception staff & also trains.

 Makes the requisitions for the front office stationeries &

other stores requirements.

 Makes the duty roaster for the staff & keeps the attendance
records for the same.

 Attends to the guest complaints & tries to solve them.

 Checks the room status & briefs the staff for the same.
  Maintains the reception records & ensures the smooth
functioning of the department.

Guest Relationship Executive

 Ensures that airport representatives meet the guest on their

arrivals for the pickup.

 He is responsible for providing guest complementaries in the

room.

 Following up any special guest request & maintaining good

relations with guest during his stay.

 Ensures that the best quality service is provided to the guests.

Receptionist

 Registers the guest & assigns room.

 Takes the check-in & check-out of the guest.

 Assists in pre-registering & blocking of rooms for the

reservations.

Bell Captain

 He is responsible for initiating action against guests with the

scanty baggage.

 He assists in crew & group wake up call procedure.

 He is responsible for the proper distribution of newspapers.

 He has to be vigilant & alert on duty.

 He should be well verse with the local area’s knowledge.

 He should keep trolleys & other equipments in good working

conditions to ensure smooth functioning.

Bell Boy

 Escorts the guests to the room on their arrivals.

 Takes the guest luggage from the porch to the room.

 Explains the room features to the guest regarding the light

switches, air condition control, etc.

 He is responsible for taking the guest luggage from rooms to

the porch during departures

 Obtains clearance from front office cashier on the errand card

regarding the bill.

 Checks that the mails & messages are informed or distributed

to the guest on time.
 He should be a good communicator.

(B) Operational Staff:

Attends department meetings.
Uses suggestive selling techniques to sell rooms and to
promote other services of the hotel.
 Uses proper telephone etiquette.
Maintains cleanliness and neatness of the work area.

Duties of a trainee are:

Assist the guest baggage durinf their check-in and check-out.
I was given an arend card in which I had to fill the time
taken in placing the baggage in the check-in room or bringing
it in the lobby form the check-out room.
To do the tagging of the baggage.
To put the newspapers and magazines in the rooms.
To give the guests the fax, letters, parcel etc. which we
receive on behalf of the gusests.

FORMAT
 Various equipments & materials used in Front Office
 Two computers with the printer each
 Four telephones in the operator’s cabin
 Three telephones on the desk
 Reservation Slip
 Registration Slip
 Message Slip
 Receipt book
 Log book
 Currency board
 Newspaper stand
 Stationary items
Room key card
Brochures & Tariff cards
Guest folios
Hotel clock
Ving card machine for swiping room key
Credit card swiping machine
Arrival & departure cards with the concierge
Fax machine
Encashment certificate
Petty cash voucher
Trolleys for carrying the luggage
Folders & files
Lockers for storing cash
Front Office is one the most important departments of
the hotel. It earns a huge amount of revenue for the hotel by selling
the hotel rooms. It should have good relations with house keeping
department. This is the first department which comes in contact
with the guest on his/her arrival to the hotel.

MASTER TASK LIST - CASHIERS

1 How to take an information printout

2 How to present the information printout to the guest
3 What to check with guest on checking out
4 Whom to inform about departure
5 How to handle credit card check outs
How to handle cash - Rupees & foreign exchange at
6 check out
7 How to handle day use check outs
8 How to handle express check outs
9 How to handle group check outs
10 Handle disputes regarding other outlets at check out
11 How to mark a check out on system
12 How to put routing instructions
13 How to handle check out during shutdown - Systems
14 How to take cash handover
15 How to raise a sale from E.D.C machine
16 How to reprint a sale on EDC machine
17 How to void a sale on EDC machien
18 How to take a credit card approval
19 How to take approvals from bank on phone
20 How to make and authorise paid outs
21 How to do a posting
22 How to post Travl Desk charges
Procedure for taking advance payment against room -
23 Cash
Procedure for taking advance payment against room -
24 Credit card
25 How to pass allowances and make vouchers
26 How to check for billing instructions in T.A vouchers
27 Handle payment for room only to travel agent
28 How to complete bills (full bill to company) - procedure
29 How to handle on account settlement
30 How to cut a receipt for cash, cheque, restaurant sale
31 How to create windows and transfer amounts
32 Procedure for guest locker handling
33 How to issue a new guest locker
34 Procedure for closing a guest locker
35 How to do foreign exchange - Cash/Taj Club
36 How to take travellers cheque approval
37 How to take out reports from EDC machien (batch)
38 How to tally the batches
39 How to close the batches
40 Reports taken out by every shift at Cashiers
41 PAN number forms for settlement above 25000/- in cash
42 How to transfer an amount from one room to another
43 How to receive cheque/cash payments from banquets
44 How to handle room change slips
45 How to handle rate change slips
46 How to split charges
47 How to manually charge for the room, half or full day
48 How to charge Minibar manually on bill copy
49 How to handle IOUs and pety cash vouchers
50 How to check authenticity of dollar & rupees
51 Master key handling procedure at Cashiers
52 Charge slip for various cards (tie-ups)
53 Make allowances for next day's departure
54 How to slot vouchers at Cash
55 How to mark TRGL and maintain supportings
56 How to open "PX" and maintain bill and supportings
57 Luxury tax and Expenditure tax exemption certificates
58 Procedure for calculating the cash figure (shift wise)
59 How to collect reimbursemnt from Credits
60 How to handle cash drop
61 Authorisation procedure for walk in (amount)
62 Procedure to open a pay master folio
63 How to present GSTS form to guest
64 How to handle "EPICURE" payments at Cash
 Check List for Reception (Morning & Afternoon Shift)

1. Take handover including handover of the stat room.

2. Check area for all things available & cleanliness.
3. Scan Arrivals for the day and block all rooms available.
4. Printing all required reports like Guest in house by name, Guest In
house by room number, Guest not yet checked-in and House Status
report.
5. Check room availability and block accordingly.
6. Discrepancy from housekeeping to be done.
7. Updation of the Reg. Cards to be done.
8. Updation of arrival list to be done and followed by the printing of reg.
Cards of the late bookings
9. All dockets of the guest checked-in to be attached with respective
Reg. Cards
10.List of all morning No-shows to be given to the reservation.
11.Arrival & Departure register to be updated according to the Reg.
Cards
12.First and second copy of the Reg. Cards to be separated. Second copy
to be slotted in respective slots. First copy to be compiled.
13.Taking care of routine Check-in process i.e. escorting. Also looking
into guest requests and concerns.
14.Very critical keeping an eye on the guests walking into the lobby.
15.Making an escort list.
16.Finally preparing handover for the shift
17.Scanning of the C form and making a log for the same .
18.Follow up for all billing letter missing with the Booker or the
reservation.
19. Maintaining Lobby presence for the functions and movements within
the lobby.
Check List for Reception (Night Shift)

1. Take handover.
2. Scan Arrivals for the day and block all rooms available.
3. Check room availability and block accordingly.
4. Give Reg. Cards to the Service Center for printing for next day
arrivals.
5. Complete the Arrival list for the next day by adding any late bookings.
6. Empty the docket file (same day) for slotting in respective room nos.
7. Updation of the Reg. Cards to be done side by side by attaching the
respective dockets with them.
8. Reg. Cards to be entered in the Arrival Departure Register
9. “C” form to be made and numbered .
10.Night reports to be printed and keys for expected arrivals to be made.
11. Morning arrivals to be blocked.
12.Follow with the housekeeping for ready room handover.
13.Banquets to be updated in the shift F1 option.
14.Competition figures to be taken from other Hotels.
15.Discrepancies in the arrival register & the reg. Cards to be corrected.
16.Scanning of next day’s arrivals.
17.Escorting of arrivals & departures to be followed on.
FORMAT
FORMAT
 FRONT OFFICE AND RESERVATIONS

RESERVATIONS
1. Total rooms and their break-up into, single, double, twin, suites.
2. Respective room tariff. (Rack)
3. Rates other than ‘Rack rates’ applicable to groups, GCR, Travel
agents, airlines etc.
4. Discount structure, and rates offered to various categories.
5. Status board – its purpose and its updating, status maintained.
6. a. How to make reservations for guests and creation of folios.
How to cancel/amend reservations.
b. GROUPS
Reservations, and co-ordination with FO
GIS forms, meal plans and rates.
Co-ordination
Screen print outs for GM, FOM etc.
7. Time limit for cancellation of packages and groups.
Deposit and refunds – ‘Dummy Bill’, retention bills.
8. Guest history and its upgrade and utilization.
9. Room night materialization report, flash report, FO stats reports,
monthly flash report, domicile and productivity reports.
10. Billing instructions and their follow through.
11. All VIP amenities/transportation request and its follow up.
12. Upgrading of Guests
13. Handling of reservation correspondence and preparing room
confirmation letters.
14. Coordination with Unit and Regional sales offices.
15. Overbooking percentage/limit (procedure)
16. Commissions payable to Travel Agents
17. Telephone handling, standards and procedures.
18. Advance for foreign exchange reservations, cancellation
19. CIS in detail Guest history and its upgrade and utilization.
20. Room night materialization report, flash report, FO stats reports,
monthly flash report, domicile and productivity reports.
21. Billing instructions and their follow through.
22. All VIP amenities/transportation request and its follow up.
23. Upgrading of Guests
24. Handling of reservation correspondence and preparing room
confirmation letters.
25. Coordination with Unit and Regional sales offices.
26. Overbooking percentage/limit (procedure)
27. Commissions payable to Travel Agents
28. Telephone handling, standards and procedures.
29. Advance for foreign exchange reservations, cancellation
30. Cost of all stationery used in Front Office. (guest and office).
31. Reservation tie-up with LHW, charges involved and systems used for
communicating status, and payment of commission.
32. Reservations for conferences and packages, billing instructions and
rooming lists, welcome letters.
33. Pre registration for expected arrivals.
34. Filing of the correspondence
1. Packages offered by various Sarovar Hotels
2. Status handling and confirmation.
3. Telexes and updating of registers.
4. Deposits and refunds.
5. Coordination with regional sales.
6. Computer link up and E Mail.

FRONT OFFICE: CONCIERGE

1. Services offered by The Concierge

2. Mail, checking of parcels, distribution of letters, parcels etc, for
expected arrivals, in-house guests, and checked out guests.
3. Key card control: check in, check out, coordination with the Bell desk.
4. Messages: Receiving, processing, handling, and distribution. Paging
of guests.
5. Telephone handling, telephone operations.
6. Importance of information desk as the focal point of the hotel.
7. Guest handling, suggestive selling (outlets) and complaint handling.
8. Importance of information file and city guide, timings of
transportation system, and information on Taj Hotels.
9. C-Form-its processing and importance.
10. Afternoon overlap work – stationery, etc.
11. Its coordination with the computer room, other sections of Front
Office and other departments.
12. Guest location message up dates.
13. Information printouts.
14. Key control.

RECEPTION/NT. RECEPTION

1. Note the importance of the reception as the first point of guest contact
with the Hotel. Personal attributes required a receptionist.
2. Shift system, and manning of each shift. Shift handover.
3. Procedure for taking an arrival/departure: Various formats used.
4. Group arrivals.
5. How to create a guest folio-different types of folios.
6. shifting of rooms.
7. Housekeeping discrepancy.
8. Study the types of room available- color schemes, location, and size.
9. (a) Treatment of VIP’s – room blocking, amenities, stationery etc.
(b) Guest preference, in terms of room blockings.
10. How to handle different types of guests and guest complaints.
11. Coordination with reservations for control of room position.
12. Coordination with Housekeeping for VIP arrivals, under repair and
clear room, Housekeepers report.
13. Time and motion study of check in, check out
14. Coordination with the Business Center.
15. Liaison with concierge, lobby, Room Service, Guest Relations, Front
Office cashier and Butler Pantry for arrivals/departures.
16. Geographical break-up of guest indicating source of reservation and
travel agents.
17. Arrivals/Departure register – various entries – shifting, joiner etc.
18. (a) Study the Group Meal Coupon system and its applicability to
various services.
(b) Group check in

(c) Group coordination for meal timings.

(d) Wake call
19. Handling of scanty baggage, and cash payments cases.
20. Study of the computer terminal operation, various codes, creation and
update of folios, various printouts.
21. Billing-vouchers/letters/credit cards. Follow through
22. NDP/check list/Room change promise register/Usage of logbook.
23. No shows and follow up.
24. Inter-department coordination.

NIGHT RECEPTION

1. Tallying of reports against NCR/A&D Register.

2. Sources of information for making the N.C.R. computer printouts
used and registers referred to.
3. Importance of Flash Reports and discounted rooms report.
4. Importance of U/R, Suite Report, Comp repots.
5. Study the N.C.R., its distribution and various calculations involved.
6. Registers used for statistics.
7. Role of a night auditor and all processes carried out at night audit

FRONT OFFCE MANAGER

1. How to check status/occupancy reports and other statistical data for

operational use and for providing information to the Management.
2. Process of optimizing room sales.
3. Guest and complaint handling/Human Relations Approach.
Ascertain the type of guest problems that crop up.
4. Attend Front Office meetings and understand what kind of problems
are put forward. Note points discussed on previous meetings.
5. Scheduling the duty Roster, and ascertaining the reasoning behind
determining the manpower strength of the Department.
6. Coordination with Sales, Banqueting and other potential business
sources.
7. Liaison with Travel Agents, Airlines and other potential business
sources.
8. Control of suites.
9. Personal checking of room (VIPs), their blocking and amenities.
10. System of check, over Desk Operations.
11. Analysis of the competition.
12. Statistical Analysis.
13. Allowances/Miscellaneous voucher/Paid outs/ Petty cash – difference.
14. Categorization of Travel Agents.
15. Credit listing – billings.
16. Position control.
17. People related issues
18. Appraisals of associates
19. All GSTS and Richey related attributes of Front Office and the
processes which the FOM keeps in mind to achieve high scores
20. Analysis of GSTS and Richey scores, and ways to improve them
further.
21. Budgeting in sync with S &M and Revenue Manager

THE LOBBY AND THE BELL DESK

THE BELL DESK

1. Explaining hotel and room facilities to the guest including Mini-Bar,

on Check-in.
2. Carrying/handling baggage.
3. Control procedures pertaining to guest arrivals and departures
4. Errand card, its use and scope, purpose of utility.
5. Guest handling and guest complaints.
6. Mail, parcels handling, newspapers, and messages.
7. Maintaining baggage ‘Check Room’ and handling deposit baggage.
8. Guest paging.
9. Miscellaneous errands.
10. Precautions during scanty baggage arrival.
11. Handling bills in hold/baggage in hold.
12. Handling of group baggage.
13. Miscellaneous task- security/wake call.
14. Coordination with Doorman Front Office, Security and Front Office
cash.
15. Housekeeping Discrepancy follow-up.
16. Fire procedures.
17. VIP Procedures.
18. Tip system.
19. Stamps and mailing procedure.
20. Basis of newspaper distribution.
21. Messages/Fax distribution.
LOBBY MANAGER

1. Scheduling of the Duty Roaster, justification for determining

manpower strength.
2. Guest and complaint handling, importance of proper channeling and
human relation approach.
3. Coordination with various hotel departments for quick, efficient and
effective guest handling.
4. Coordination with Front Office-Reception and Information to
facilitate rooming of guests. Coordination with Front Office cash to
allow credit.
5. Check Guest Folio amounts and secure Over Limit authorization
(O.L.A.), from Credit card companies.
6. Responsibility/procedure to scanty baggage/all payments cash,
skipper cases.
7. Follow –up for securing payments of bills above the Credit Limit.
8. Arrival, rooming and departure formalities carried out for VIPs.
9. Responsibility of ensuring communication of incoming telexes.
10. Added responsibility of the Night Lobby Manager for the control of
operation of hotel at night.
11. Taking rounds at night of all areas to ensure smooth operation.
12. Attend Lobby meeting/Uniform service meetings.
13. Coordinate with Security, to ensure that no undesirable elements
create trouble in the hotel- special attention to night procedures.
14. Employees package gate pass/paid out/keys of various sections
(stores, health club,etc.) using of the same.
15. On Sundays – officiate as receiving Manager – responsibilities and
duties of the same.
16. Procedures followed in case of fire, death, thefts, etc. in the hotel.
17. Activation of the bills in hold, scanty baggage, accounts over limit
reports.
18. Authorizing amenity vouchers of VVIP guests in the absence of the
FOM.
19. Coordination with airport representatives regarding VIP arrivals and
departures, flight timings.
20. Coordination of mail/telexes/faxes/packets for Chairman/Vice
Chairman/Corporate Office.
21. Coordination with IRS.
22. Coordination with Bell Desk.
23. Coordination with Mercury Travels.
24. Energy conservation.
25. Handover procedures.
26. Newspaper ordering.
27. Newspaper request sheet.
28. During emergencies, use of safe MASTERCHIP, for guest rooms.
29. Understand the decisions, which the LM has to take from time to time.
30. Observe the working style of different LM’s.

FORMAT
Front Office Night Auditor

He checks front office accounting records for accuracy

and on a daily basis, summarizes and compiles information for
hotel’s financial records. Tracks room revenues, occupancy
percentage, etc. Prepares a summary record for the hotel’s
performance for the day. He posts the guest transaction to the
respected accounts which were not posted during the day. Verifies
all accounts posting and balances made during the day by front
desk cashiers and agents

Duties and Responsibilities

 He posts room charges & takes to guest account.

 He processes guest charge vouchers & credit card
vouchers.
 He is responsible for transferring guest charges and
deposits to the master account.
 He verifies all accounts posting & charges.
 He monitors the current status of coupons, discounts, and
other promotion programs.
 He tracks room revenues, occupancy percentage, and other
office statistics.
 He prepares a summary of check, cash, and credit card
activities.
  He summarizes results for management.
 He understands the principle of auditing, balancing, and
closing out all accounts.

Reservation agent

He responds to communication from guest, travel agents, and

referral networks concerning reservations arriving by mail,
telephone, fax, telex, cable, or through the central reservation
system. Creates and maintains reservation records-usually by date
of arrival and by the alphabetical listing. Prepares letters of
confirmation and prominently processes any cancellations and
modifications.

Duties and responsibilities

 He knows the types of rooms available as well as their

locations.
 He properly knows the credit policy of the hotel.
 He knows the credit policy of the hotel and how to code
each reservation.
 He creates and maintains reservation records by the date of
arrival or by the alphabetical listing.
 He determines the room rates based on the selling tactics
of the hotel.
 He is responsible for the preparation of confirmation
letters for the guaranteed reservations.
 He is responsible for communicating the reservation
information to the front desk.
  He understands the hotel’s policies in case of guaranteed
reservations and no shows.
 He processes reservation by mail, telephone, telex, cable,
fax. Or by the central reservation system.
 He processes reservation from the sales office, other hotel
departments and the travel agencies.

Front Office Cashier

He processes revenue center charges to guest accounts. He receives

payment from guests at check-out. Coordinates the billing of credit
cards and direct billed accounts with the accounting division. All
guest accounts are balanced by the cashier at the end of his shift.
He assumes responsibilities for any cash used in processing front
desk reservations. He may also perform a variety of banking
services for the guest like check cashing and foreing currency
exchange.

Duties and Responsibilities

 He is responsible for obtaining the house bank and

keeping it balanced.
 He has to complete the cashier pre-shift supply checklist at
the end of his shift.
 He is responsible for the operation of all front office
posting equipments.
 He should not forget to take the departmental machine
reading at the beginning of his shift.
 He settles guest accounts.
 He transfers guest balances to other accounts as required.
 He posts charges to guest accounts.
  He completes guest’s check-out procedures.
 He completes guest check-in procedures.
 He is responsible for handling the paid-outs and
recollecting them from the guest by keeping the record for
the same.

House Keeping

House Keeping department ensures that the cleanliness

standards are maintained in the hotel. The tasks performed by the
house keeping department are critical to the smooth daily
operations of any of the departments in the hotel. The size of the
hotel gives the clear idea of the amount of work performed by the
house keeping staff.

Apart from cleaning & maintaining guestrooms, house

keeping also looks after maintaining the hygiene standards of the
entire hotel. The house keeping employees are assigned to clean
the public areas, back office areas, meeting & guestrooms. House
Keeping also handles the entire hotel linen & uniforms. The
staffing of this department is done on the basis of the total area of
the hotel. The kind of furnishing & fixtures done in the guestrooms
& the public areas indicates service level of the hotel.

House Keeping also looks after the minibar. The

houseman during cleaning the guestrooms always checks the
minibar consumption & keeps the record for the same which is
given to the front office when the guest checks out. The cleaning
of the occupied guestrooms is started only after 10 am according to
the policy of the hotel. Handling of the lost & found procedure is
followed on the basis of standard hotel rules & regulations. The
department gives special attention to the banquet areas during
parties & functions. The department works efficiently &
effectively with the coordination of the maintenance & front office
departments.

End of the azure Marine Drive, over looking the

Arabian Sea, stands this multistoried edifice, Hotel Marine
Plaza .The luxury hotel has set international standards of
hospitality and comfort. It is an outstanding location that can be
enjoyed from the rooftop terrace garden or the coffee Shop and the
well appointment bedrooms and suites. The Glass bottom pool and
Jacuzzi on top of the 5-storey atrium, add to the feel of unique
Marine concept of the Hotel. The guests can enjoy friendly and
courteous way of looking after Guests and the wonderful Room
Facilities at Marine Plaza Hotel at Mumbai. The service is superb.
The rooms are of the 5 Star standards and satisfy the guests.

The Marine Plaza Hotel in Mumbai offers 40 executive suites and

28 spacious sea facing rooms. Each of the rooms provides a
breathtaking view of the azure Arabian Sea and the Queen’s
Necklace. Rooms can be categorized as Deluxe Sea Facing Rooms,
Executive Suites, and Deluxe Suites and Special Suites. Both the
hotel amenities and Room Facilities at Marine Plaza Hotel of
Mumbai, make it one of the frontrunners amongst the other 5 Star
Hotels in Mumbai.

ACCOMMODATION: Hotel Marine Plaza offers 40

Exclusive Suites and 28 Spacious, Sea facing Rooms. These are
aesthetically designed with Luxurious décor. Most of them provide
a breathtaking view of the Arabian Sea and the Queen’s Necklace.
FORMAT
 Rooms and Suites

Hotel Marine Plaza offers 40 Exclusive Suites and 28 Spacious,

Sea facing Rooms. These are aesthetically designed with
Luxurious décor. Most of them provide a breathtaking view of the
Arabian Sea and the Queen’s Necklace. The Deluxe and Special
Suites have personal Fax machines. The broadband internet is
available in all executive and deluxe and special suites that adds
value to your Business mission..

Deluxe Sea Facing Rooms

Deluxe Sea Facing Rooms are Sea facing, Spacious, equipped
with all luxurious amenities and are available with a choice of
Queen, Double and Twin Bed arrangements.
Executive Suites
Executive Suites have two discrete sections - a living room,
arranged for small informal meetings and the bedroom with
complete privacy.
Deluxe Suites
Deluxe Suites have two spacious Sections - Bedroom with a
partial view of the ocean and the living room along with a defined
dinning space and a personal fax machine
Special Suites

Special Suites are gracefully done up in raw silk and satin

upholstery and sleek elegant furniture. All the three sections of this
suite - Living room, Dinning room and Bedroom overlook the
Arabian Ocean and the stunning Queen's Necklace. Special Suites
offer a perfect blend of Business and Leisure feel.

In House Facilities:

To make your stay comfortable the hotel brings forward facilities

like A sumptuously spread Buffet Breakfast at our Coffee Shop (on
Complimentary basis), Business Centre, Meeting Rooms,
Banqueting arrangements, Internet access, Travel arrangements,
Quick Money Exchange, Laundry and Valet Service, Swimming
Pool, Jacuzzi, Fitness Centre, a Leather Boutique.

24 hour facilities like Doctor on Call, Coffee Shop, Room Service

and Business Centre add to the comfort and convenience of your
stay . Tea Coffee Makers in the rooms are available.

FORMAT
 Tasks Performed In Housekeeping

> Making of Bed

> Cleaning of WC

> Cleaning of Plumbing Fixture

> Usage of Vacuum Cleaners

> Giving Turn down Service

> Servicing of Occupied Rooms

> Servicing of Departure rooms

> Placing Standard Amenities in rooms,bathrooms etc.

> Handling Lost and found

> Taking rooms under OO and OS

> Handling Uniform Exchange

> Processing Guest Laundry

> Execution of VIB program

> Usage of Carpet Shampoo Machine

> Handling accidents ,injuries,breakages,missing items of guest

and theft

> Handling long stay guest.

> Following extra Cleaning Schedule

-TV Svill Cleaning

-Maindoor Cleaning-Corridor Cleaning

-Carpet corners of rooms and corridors

-Window frame/Glass Cleaning

-Bath tile Scrubbing

-Bath tile Scrubbing

-Switch Plate Cleaning

-Veneer Cleaning

> Usage of floor scrubbing machine.

 General Chemicals Used in Housekeeping for cleaning
and polishing purposes are as follows:

> R2(green coloured)-Used For cleaning of Marble,Vanity

Counter,Bathtub ,fixtures etc
> R3(Blue Coloured)-Used for cleaning of glass,mirror etc.
> R5(Good Sense)-Used as Air Freshner.
> R6(Violet)-Used for cleaning WC.
> Helios & Emerald-Used for cleaning Hard stains.
> TR 101-Carpet Spotting.
> TR 103-Carpet Shampooing.
> D5-Used for cleaning the coil of the Kettle.
Each room has a Minibar Counter which consist of the
following:
> Tea pot, 2 tea jugs,2 teaspoons
> The drawer consist of
-2 tumblers,
-2 highball glass,
-2 glass rods,
> The Tea Emirate consist of
-2 twinnings(tea sachets)
-2 Nescafe-2 Creamer(Everyday)
-2 white sugar
-2 demarara sugar(brown sugar)
-2 equals(Sugar free)
-2 camoumille.
Things Kept in Amenity box on the Vanity Counter

*Shower Cap

*Disposable bag

*Shaving Kit

*Dental kit

*Loofah

*Comb
*Sewing Kit

*Emry Bud

*Ear Care

**Besides these things, a Moisturizer is also kept in the vanity counter along

with a tissue box,2 bottles of mineral water and 2 tumblers.

**Just in alignment of the bathtub is kept

-1 Bathgel.

-1 Shampoo.

-1 Conditioner .

FUNCTIONS PERFORMED IN VARIOUS SHIFT

Mainly in Housekeeping the employees works in three shift viz

* Morning Shift (MD)
* Late Duty (LD) i.e. Afternoon Shift
* Night Shift (ND)
The Functions in these shifts are totally different to each other.
Let’s discuss each shift in detail.

MORNING SHIFT
Morning Shift starts with 8a.m – 5p.m. As soon as employee come
to his shift he attends Briefing (Meeting) in which they discuss
various things such as
* Occupancy rate,
* Average room rate,
* Guest on DND till what time,
* Problems faced last night,
* Focus of the day,
* Employee’s training for particular task,
* Employee’s mistake,
* Employee’s Problems, Queries etc.

In front of all Managers, Team leaders, they speak up if they are

facing any senior’s problem. After the end of briefing everyone
goes to allocated sections to start with work. As we have already
discussed in each section there 15 rooms to service for a room
attendant. The standard time to service different categories of
rooms such as vacant, occupied, etc are as follows

* Vacant – 10 min
* Occupied – 25 to 30 min
* Departure – 35 to 40 min

Anyhow a room attendant has to service his section except DND

rooms; it is really race against time. Let’s discuss how the
attendants service his section, what are the procedures to start with
the rooms.

After the briefing all the attendants on the floor gather in the pantry
to take down the room status from the team leader. Pantry is the
back area on the floor which have things required for room i.e. All
bed linen, Chemicals, Guest Amenities, etc. They take down the
room status in their section register.

The different room status from H/K point of view is as follows

* OCC – Occupied
* DO – Due out (expected check-out)
* DN – Due in (expected check-in)
* N – Checked out
* OS – Out of Service
* OO – Out of Order

While taking down the status they note down the special remarks
for any guest. And they proceed towards rooms. The attendants
section register contains a table with various column for room
numbers, room status before the shift, room status after the shift,
the number of people staying in the room, any
Remarks/Maintenance for the room is required etc is mentioned,
which is informed to the TL after the shift.

Before servicing every attendant goes to each room of his

section to see if there is any laundry pick-up is there, if it is there
they take the laundry bag to the pantry and inform the Laundry
person that they have kept the laundry in pantry of a particular
room so please collect it. And now he starts with his section by
taking his Hand Caddy and Maid’s trolley

FORMAT
 PROCEDURES TO SERVICE A ROOM
Before entering a room attendant rings the bell and
announce his department. If guest doesn’t responds within three
rings, so with his sectional key he open his door. While opening
also he repeatedly announce his department name. And he start
servicing the room in following sequence. The sequence is bit
different for different status of room.

VACANT

* Open the heavy curtain and switch off the bedside lamp.
* Remove the breakfast card and back in the writing table drawer
* Convert the Night bed to Day bed
* Place the water bottle and glass to its place i.e. Vanity counter
* Place the slipper back in wardrobe
* Dust the furniture
* Dust the bathtub and wash basin as well or else when water is put
in , a film of dust will rise with it
* Flush the toilet
* If a room is vacant for several days, wash the bathroom floor and
vacuum the carpet

OCCUPIED ROOM
* If the guest clothes are scattered about, hang them in the
wardrobe or fold them on bed
* Arrange the shoes properly on the bathmat in the corner of the
room
* Bedroom slipper should be placed back in the wardrobe back
* Clean under the guest belonging and neatly re-arrange them
* Newspapers and magazines should be folded and placed in the
bedside table
* The guest precious belonging should not be touched, but needs to
informed to the TL and security person on the floor
NOTE: During such situation TL in front of security person keep
such things in the safe and lock the safe with a particular a lock
code and leaves a voicemail as well as written message about this.
When guest read this he calls at H/K desk to know the code. Then
TL at the Guest Room and tell the code to the guest for the safe
and checks whether all the things are there are not?
* Changes the bed linen and make the bed with fresh linen.
* Cleans the bathroom includes W.C, bathtub, vanity counter
thoroughly
* Renews the guest supplies like stationary, bathroom amenities
etc.
* Checks for scanty baggage, sleep out, etc and it is reported to the
TL
* Checks for all the electronic items whether they are working in
good condition
* Dusts the furniture and finally vacuums the carpet

DEPARTURE ROOM

* On entering the room, check for the DAMAGED or MISSING

Articles / LOST AND FOUND ARTICLES

* Open the curtain to avail the mass light

* Collect the trash from the room and bathroom, dispose in the

trolley garbage bag

* Remove any room service trays or trolleys and place them in the

pantry and inform them about it

* Place all the used glasses, cutlery belonging to the room in the

bathroom sink

* Clean the dust bins and replace the bin liners

* Strip and remake the bed

* Clean the bathroom

* Ensure that all room equipments are in working condition and

arrange all furniture in correct positions

* Dust the furniture including picture frames, mirrors, lamps,

telephone, television, window sills, and track top and sides of the

door

* And finally vacuuming of the room is done starting from the far

end of the room working towards the door

 And finally after all the rooms are done. All the
attendants again gathered in the pantry to give the room status to
the TL. Because within that duration the room status of some
might got changed. For example Due out might got changed to
checked out or due in might got changed checked in. After this
they deposit their company cell phone as well as sectional keys.
This is all about morning shift.
The next shift is LD shift or afternoon shift. It starts from 2pm
– 11pm. The main function of this shift is to give turn down
service. On every floor there is only one attendant to give turn
down service. The turn down service starts from 5 pm .
The Turn Down means converting a day bed to a night bed. A
attendant is expected to serve all rooms on a floor along with the
guest requests. The thorough cleaning is not done.

The following are the task are usually done in the Turn
Down service are:

* Close the heavy curtain and put on the bedside lamp

* Change the day bed to a night bed by giving a fold to duvet
which is a turn down fold as per hotel policy
* Place the breakfast card on the bed
* Empty the ash-tray and bins if used
* Replenish the room supplies if used
* Place the bottle of water and drinking glass on the bedside table
* Place the TV remote and channel directory on the bedside table
* Place the bedroom slippers at the foot side of the bed
* Put the bathroom lights on
* Bathrooms may be cleaned and supplies replenished if required

If some rooms are left unserviced because of many reasons such as

DND, refused service etc. and if they ask for servicing his rooms

the attendants of LD shift is responsible for servicing these rooms.

The night shift starts from 9pm – 7am. They mainly

responsible attending guest requests and replenishing or cleaning

of the pantry. Sometimes they extra cleaning in case of low

occupancy

In afternoon shift there are at least two are there and same

for the night shift. They are the one who are responsible for

anything goes wrong in his shift.

 So in this way the H/K department is not close for even an hour

also. It is continuous process and it works all 365 days. To follow

something they maintain a follow-up (Logbook) book, which is

handled at the TL level. All TL’s write in that the which need to be

follow up

The Attendant who carries trolley is made for his

convenience so that he would need not to go to pantry for simple

reasons. Maids Trolley nearly occupy all the things which are

required for servicing the room. It is made very logically. It

contains 4 racks and 2 side racks. The upper rack consist all guest

amenities which include bath gel, conditioner, moisturizer, comb,

face tissue, etc. The next rack contains bed linen duvet cover,

double bed sheet, single bed sheet. The next rack contains small

and big pillow cover along with bathmat, hand towel, face towel

etc. The next rack contain box of bottled water, along with the
slippers (small and big) and bath gown. The one side rack contains

full bath towel and other contain thrash bag.

Hand caddy is the other equipment they carry. It is meant for

carrying essential things, which is used for cleaning purpose. It
includes various chemicals, dusters, W.C brush, scrubbing pad,
hand gloves, plastic scrubber etc

CHEMICALS IN THE CADDY

 R2 - Multi purpose cleaner used to clean hard and acryellic

surfaces like switch boards,bath tubs eetc
 Dilution- 1:20

 R3-It is a glass cleaner used to clean glass surfaces and

mirrors
 Dilution -1:20

 Good Sense-It is an air freshener

 Dilution-1:40

 R6- WC cleaner
 Ready to use

FORMAT
Following is a list of the room categories and the Room
Facilities at Marine Plaza Hotel in Mumbai

Deluxe Sea facing rooms: This gracious sea facing room has a
queen bed. One can choose form the choice of queen bed, double
and Twin Bed.

Executive Suites: This suite has two discrete sections – a living

room, arranged for small informal meetings and a bed room with
absolute privacy.

Deluxe Suites: This Suite has two spacious sections- a bed room
with a partial view of the ocean and a living room along with a
defined dining space and personal fax machine.

Special Suites: As the name suggests, this rooms have been given
special treatments. The beds and the curtain are done with silk and
satin upholstery. The room has three sections, the living room, the
dining room and a bed room. Which over look the Arabian Sea.

Other Room Facilities at Marine Plaza Hotel in Mumbai includes

wonderful interiors. The floor tiles and the wall-finish is an
outcome of researched compositions. The wrought iron tea tables
and chairs add style to the interior. The full length heavy curtains
covering the wide windows restrain the bright sunlight, while you
relax during the day time. The attached balcony views the Arabian
Sea from a greater height.

The Room Facilities at Marine Plaza Hotel in Mumbai includes

rooms are centrally air conditioned, keeping in mind the tropical
temperature of India. Other amenities are the colored television
that airs various channels. DVD’s and Videos are available to
deliver your chosen movie. An STD and ISD direct dial telephone
is available as well.

Hotel Marine Plaza

offers 40 Exclusive
Suites and 28 Spacious,
Sea facing Rooms.
These are aesthetically
designed with Luxurious
décor. Most of them
provide a breathtaking
view of the Arabian Sea
and the Queen’s
Necklace. The Deluxe
and Special Suites have
personal Fax machines.
The broadband internet
is available in all
executive and deluxe
and special suites that
adds value to your
Business mission..
Deluxe Sea Facing Rooms
Deluxe Sea Facing Rooms are Sea facing,
Spacious, equipped with all luxurious amenities
and are available with a choice of Queen, Double
and Twin Bed arrangements.
Executive Suites
Executive Suites have two discrete sections - a
living room, arranged for small informal meetings
and the bedroom with complete privacy.

Deluxe Suites
Deluxe Suites have two spacious Sections -
Bedroom with a partial view of the ocean and the
living room along with a defined dinning space and
a personal fax machine
Special Suites
Special Suites are gracefully done up in
raw silk and satin upholstery and sleek
elegant furniture. All the three sections of
this suite - Living room, Dinning room
and Bedroom overlook the Arabian
Ocean and the stunning Queen's
Necklace. Special Suites offer a perfect
blend of Business and Leisure feel.

In House Facilities:
To make your stay comfortable the hotel
brings forward facilities like A
sumptuously spread Buffet Breakfast at
our Coffee Shop (on Complimentary
basis), Business Centre, Meeting Rooms,
Banqueting arrangements, Internet
 access, Travel arrangements, Quick
Money Exchange, Laundry and Valet
Service, Swimming Pool, Jacuzzi, Fitness
Centre, a Leather Boutique.
24 hour facilities like Doctor on Call,
Coffee Shop, Room Service and Business
Centre add to the comfort and
convenience of your stay.

Rooms top twenty

1.Check in-We greet guest warmly,with a smile and offer

assistance following our brand standards checkin process
2.Data-We provide uptodate information concerning our valued
guest.
3.Safety and securuty-We ensure that guest feel secure and verify
guest information with picture identification before providing
replacement keys or opening a guestroom door.Employees are all
well versed with our fire ,safety and emergency procedures.
4.Wake up call-We deliver wake up call on time,using the native
language of guest where possible and a reminder call is provided
five minutes after the intial call.All calls for VIPS and
crewmembers are personally delivered by members of our team.
5.Message deliver-We deliver all messages to the room within 10
minutes where voice mail is not possible
6.Concierge-We provide a highy informative,professional
presentation and personalized service to our guest.
7.Clean and dust free room-We thoroughly clean each room with
the correct cleaning agents and euipments.Carpets and floors
should always be well maintaied and cleaned
8.Amenities –We use Hypoallergenic/Ecological friendly bath
products.All guest rooms should follow our brand standards with
regards to amenty sizes and standard setups.
9.pillows and duvets-We provide soft,light,and comfortable feather
down pillows and duvets.A wide range of non-allergenic pillows is
availaible.
10-Linens and towels-We replenish our Lenins and towels daily
ensuring the replacements are fresh well laundered and stain
free.All linens and towels are well maintained and are removed
once we see signs of wear.
11.Beds-We offer a superior top quality branded mattresses in all
our guest rooms and follow the specifiacations spelled out in the
information Hyatt way.A maimtainance care program shall be
implemented to ensure we maintain optimum comfort for a good
nights sleep.
12-Power and lighting-We ensure that an individual and a well
placed master switch should enable the guest to easily control
lighting in the room
13-Guest work ares-Amenities and collateral are conveniently
stored out of sight to create anorganized professional work area.
14.Shower-We feature high quality shower heads along with strong
balanced water pressure in our bathroomsThe showerheads are
cleaned daily to ensure that water flow is not obstructed.
15.DND sign-We donot enter rooms or disturb a guest requesting
privacy.
16.Collateral-We provide well presented communications material
to our guest in the most efficient and professional manner,using
quality graphics,materials and printing.
17.In room av entertainment-We offer a suitable extensive range of
in room av entertaiment including international
news.business,sports,local attractions and movie channels
18.Cables and wires-We make certain that all noticeable cables and
wires are neatly tied using quality and appropriate coloured straps
and retainers.
19.Pest control-We ensure that a frequent and comprehensive pest
control program is carried out on a crified basis by a regular
vendor to ensure that we are always pest free.
20. Check, Check, Check-We create a philosophy thatit is
everyones responsibilityto constantly check the standards.

Tasks Performed In Housekeeping

 Making of Bed
 Cleaning of WC
 Cleaning of Plumbing Fixture
 Usage of Vacuum Cleaners
 Giving Turn down Service
 Servicing of Occupied Rooms
 Servicing of Departure rooms
 Placing Standard Amenities in rooms,bathrooms etc.
 Handling Lost and found
 Taking rooms under OO and OS
 Handling Uniform Exchange
 Processing Guest Laundry
 Execution of VIB program
 Usage of Carpet Shampoo Machine
 Handling accidents ,injuries,breakages,missing items of guest
and theft
 Handling long stay guest.
 Following extra Cleaning Schedule
-TV Svill Cleaning
-Maindoor Cleaning
 -Corridor Cleaning
-Carpet corners of rooms and corridors
-Window frame/Glass Cleaning
-Bath tile Scrubbing
-Bath tile Scrubbing
-Switch Plate Cleaning
-Veneer Cleaning
 Usage of floor scrubbing machine.

FORMAT
 Room Sizes

Standard Room:

Bedroom : 190 sqft

Bathroom : 40 sqft

Total : 230 sqft

Superior Room:

Bedroom : 215 sqft

Bathroom : 40 sqft

Vestiblue : 80 sqft

Total : 335 sqft

Executive Suite:

Bedroom : 170 sqft

Living room : 135 sqft

Bathroom : 36 sqft

Vestiblue : 35 sqft

Total : 376 sqft

Deluxe Suite:

Bedroom : 239 sqft

Living Room : 215 sqft

Bathroom : 40 sqft

Vestiblue : 55 sqft

Total : 549 sqft

Special Suite:

Bedroom : 180 sqft

Living Room : 210 sqft

Bathroom : 40 sqft
 Vestiblue : 80 sqft

Dining Room : 140 sqft

Total : 650 sqft

All these rooms are decorated with the excellent furniture &
fixtures which provides a wonderful & luxurious stay at the hotel.
The rooms have all the facilities such as internet connections, TV
sets, air conditioning, etc.

Distribution of rooms

 Deluxe suite : 1202, 1302, 1402, 1502

 Executive Suite : all rooms from 1203-1206,1303-

1306, 1403-1406, 1503-1506 &
1215-1218, 1315-1318, 1415-1418
& 1515-1518

 Special Suite : 1207, 1307, 1407, 1507

 Standard Room : 1201, 1301, 1401, 1501

  Superior Room : 1208-1214, 1308-1314, 1408-1414,
& 1508-1514

Types of bed

 Special : 6’ x 6’8”

 Twin : 3’3” x 6’8”

 Single : 4’ x 6’8”

 Double : 5’ x 6’8” & 5’6” x 6’8”

Basic Room Information

 Flower arrangements & planters are done.

 Every bathroom has artificial flowers.
 Room nos.1201, 1301, 1401 & 1501 have fresh flower
decorations.
 Room nos.1207, 1307, 1407 & 1507 have two fresh flower
decorations
 All rooms numbering 02, 06, 07, 14 & 18 on each floor have
planters placed in the room.
 Flower arrangements in the lobby, concierge & reception are
done.
 Flowers for the bay view, the oriental Blossom & room
service are done on daily basis.

Floor Rooms Summary

Standard Room :1
Superior Room :6
Executive Room :8
Deluxe Suite :1
Special Suite :1
Total Rooms :7
Total Suites : 10
Total Sea Facing Rooms :7
Total partial Sea View Rooms :5
Total rooms with no sea view :5

FORMAT
Bathroom amenities

 Shampoo -1
 Foam bath -1
 Moisturizer -1
 Soap - 2 ( 1 large & 1 small )
 Hair dryer -1
 Shower cap -1
 Soap suds -2
 Cotton - 1 kit
 Shaving kit -1
 Tooth kit -1
 Bathrobe -1
 Bath towel -2
 Hand towel -2
 Face towel -2
 Bathmat -1

Bed Linen

Single bed – 1 mattress protector, 2 single bed sheets, 1 blanket,

blanket cover, 2 pillow covers, 1 bedspread.
 Double bed – 1 mattress protector, 2 double bedsheets, 1 double
blanket, 1 double blanket cover, 4 pillow covers, 1
large bedspread.

Tea/ Coffee Supplies: 2 regular teabags, 2 Twinning, 2 Nescafe

sachets, 6 creamers, 2 regular sugar sachets, 2 brown sugar
sachets, 2 teaspoons, 1 hot water jug ( electrical ), 2 teacups.

Minibar Supplies
Alcoholic
 Teachers -2
 Black Label -1
 Hennessey cognac -1
 Tequila -1
 Smirnoff -2
 Bacardi -2
 Kingfisher pint -2
 Tiger pint -1

Non-alcoholic
 Mineral water -2
 Tonic water -1
 Soda water -1
 Canned aerated drinks -3
 Red bull -1
 Indian juice -2

Snacks
 Biscuits -2
 Crispies -1
  Pringles -1
 Wafers -1
 Almonds -1
 Cashew nuts - 1

Chocolates

Indian chocolate (Dairy Milk) -2 (large)

Imported chocolate (Mars) -2 (large)
Lindt chocolate -1
Equipments used by the House Keeping department

Public Area Cleaning

 Feather brush

 Cotton duster

 Phenyl

 Dettol

 Soap Solution

 Brasso

 Silvo

 Dustpan

 Ovaring machine

 Cleanex
 Scrubber

 Tissue Papers

Guest Rooms Cleaning

 Cotton duster

 Vacuuming machine

 Brooms

 Dustpans

 Dusters

 Newspapers

 Cleaning solutions

 Brasso & Silvo

 Mop

 T-brush for cleaning A.C vents

 Polishing cloth

Stationary & guest supplies

 Envelopes -4

 Letter heads - 4
  Fax forms -2

 Guest comment card – 1

 Matchbox

 Ashtrays

 Room Service menu card

Duties & Responsibilities of House Keeping Department

 To ensure the maximum possible efficiency in ensuring the care

& comfort of guests and in the smooth running of the
department & the organization.
 To establish a welcoming atmosphere & ensure courteous,
reliable service from all staff of the department.
 To ensure high standard of cleanliness & general upkeep in all
areas for which the department is responsible.
 To provide linen in rooms, restaurants, banquet halls,
conference venues, health clubs, and so on, as well as maintain
inventory for the same.
 To provide uniform for all the staff and maintain adequate
inventories for the same
 To cater to the laundry requirements of the hotel linen, staff
uniforms, and guest clothing.
 To provide & maintain the floral decorations and maintain the
landscaped areas of the hotel.
 To select the right contractors & ensure that the quality of work
is maintained as at the onset of the business.
 To coordinate renovating & refurnishing of the property as and
when, in consultation with the management & with the interior
designers.
 To coordinate with the purchase department for the procurement
of guest supplies, cleaning agents, equipments, fabrics, carpets
and other items used in the hotel.
 To deal with lost & found articles
 To ensure training, control & supervision of all staff attached to
the staff.
 To establish a good working relationship with other
departments.
 To ensure that safety and security regulations are made known
to all staff of the department.

Areas under purview of House Keeping

House keeping department is responsible for care & cleaning of the

following areas of the hotel.

Front of the house areas

 Guestrooms
 Corridors
 Lobby & public restrooms
 Pool & porch areas
 Meeting Rooms
 Dinning rooms/restaurants
 Fitness center
 Building exterior
 Landscaping & gardens
 Guest elevators

Back of the house areas

 Management offices
 Storage areas
 Linen & sewing rooms
 Laundry room
 Employee locker rooms
 Administrative offices
 Cloakrooms
 Floor pantries
 Emergency exit staircase
 House Keeping Desk

FORMAT
 House Keeping Desk

The house keeping desk is the main source of

communicating with house keeping department. All the calls from
the hotel’s various departments, floors, public areas, rooms are
received & answered from here. Also if house keeping wants to
communicate to any of the department, then it is also done from
the desk. Any lost & found article found by the staff is brought at
the desk. After the houseman has cleaned the room thoroughly, it is
first informed to the house keeping desk where the desk attendant
then changes the room status from departure to vacant & so on.
The staff of the house keeping department works in different areas
of the hotel & the desk is the place from where everyone is kept in
each other’s contact. Various keys of the department are also kept
at the desk. Every maintenance complaint given by the room
attendant is received here, it then transferred to the maintenance
department.

Equipments at the House Keeping Desk

 Three Telephones
  One Computer

 Log Book

 Key Register

 Lost & found Register

 Maintenance Register

 Arrival & Departure Register

 Guest Complaints Register

Linen & Uniform Room

This is a separate room which comes under the house

keeping department. The entire hotel’s linen transactions are done
here. The entire hotel’s soiled linen is brought here & the fresh
linen is given in its exchange. Hotel Marine Plaza being a smaller
property does not have an In-house laundry. So the soiled is
dispatched to the outdoor laundry for cleaning from the linen
room. Even the soiled staff uniform is collected here & given for
washing. The fresh staff uniform can be received from the linen
room when arrived on duty.

Duties & responsibilities of Linen Room Attendant

 Places soiled linen & uniform in the containers for transporting

to the outdoor laundry for cleaning & keeps the records for the
same.
 He is to examine the laundered items for ensuring proper
cleanliness and serviceability.
 He sends torn items to the seamstress for repair.
 He is responsible for counting & keeping the records of the
linen for filling the requisitions.
 He stacks laundered line & uniform on selves after verifying
numbers and their types.
 He stacks the room linen in the floor pantries on daily basis
according to the room requirements.
 He has to report to the linen room supervisor or the Executive
housekeeper.
 He has to make sure that the soiled & fresh linen are always
kept separately.
 He should make sure that all the linen is marked by its expiry
date and should be replaced when it gets over. He should
maintain a register for these records.

Some rules to be followed on the guest floor

 The pantry should always be kept clean.

 The maid’s trolley should always be stacked with the

required amount of supplies before beginning the shift.

 If any guest laundry is to be collected, then it has to be

checked clearly the number of clothes & should be matched
with the figure written on the Laundry & Valet Service card.

 There should be no conversation between the staff on the

floor.

 Wish every guest according to the time of the day.

 Floor corridors should be always kept clean.

  While cleaning the occupied room, if the houseman finds any
valuable or the luggage kept open, it should be brought to
Supervisor’s notice immediately.

 While cleaning rooms, check for the ‘Do Not Disturb ‘sign &
carry on the work accordingly.

 Always keep the Desk Attendant informed about the room

you are working in.

 Occupancy Report should be given twice a day.

 Always clean the rooms with the ‘make up room ‘sign first.

Dealing with Lost & Found property

The staff on finding any lost article, whether in guestroom

or public area, should contact the Reception to find out whether the
guest is still there in the hotel. If so, then the article is handed over
to him.

If the guest has left hotel, then the article is brought to the
House Keeping Desk with valuables receiving immediate attention.
The articles are logged in as ‘Lost & Found ‘and stored in a locked
closet or area that has a restricted access.

A lost & found slip is made in triplicate noting the

information like, the place found, the date, the name of the finder,
the description of the article, the storage place, etc. This slip is
serially numbered for the easy identification of the article.
 The article is put in clear plastic bag with the ‘first copy’ of
the lost & found slip attached to it so that it can be easily traced
when there is a request.

The ‘second copy’ is given to the Duty Manager, who keeps

it for a period of 24 hours to answer any query from the guest, after
which the copy is handed over to the finder, in order to claim it
later.

The copy is retained in the book for the future reference. A

‘Lost & Found’ Register is maintained & all the information is
accumulated in this register for quick reference. The article is
maintained chronologically which enables the staff to immediately
trace the article.

Claiming the Lost and Found article

The items can be classified as:

Perishables- e.g. food stuff, alcohol, etc.
Invaluable- e.g. personal items like clothes, books, etc.
Valuables- e.g. electronic items, jewellery, cash, etc.

Some hotels may have a policy of notifying the guest about the
found articles, but our hotel holds the article for the stipulated
period.

If the guest personally claims the article, his signature is

obtained in the acknowledgement column of the lost and found
register as well as the lost and found slip.

If the article is mailed to the guest, then the date it has been
dispatched on is noted in the register and acknowledgement is
later attached in the register. This enables the House Keeping
Department to tally the list of unclaimed articles in the register,
with the physically counted articles in the cupboard.

A physical check of the articles in the ‘Lost & Found’ is made

periodically by the Executive House Keeper along with the Lost
& Found incharge to avoid pilferage

Method of Disposal

If the article is not claimed by the guest in a stipulated period,

the article is disposed by the hotel’s policy. The hotel returns the
article to the finder as it encourages honesty within the staff. In
case of valuable article, it is sold in an auction to their own
employees at the minimum price. The money then collected is
put into the staff welfare fund.

General procedure for the spring cleaning

 Before starting spring cleaning, inform reception and send

them to the laundry.
 Remove linen and soft furnishing and send them to the
laundry.
 Always remove furniture and send them for polishing and
repairing required.
 During cleaning, cover floor with druggets. Permanent
fixtures in the room and bathroom to be covered and
protected adequately.
 Check for electrical and plumbing faults and repairs.
 Thorough cleaning of the walls is carried out.
 If required, painting of room and retiling of bathroom is
also carried out.
 Carpet edges are cleaned and the carpet shampooing is
done after removing the drugget.
  Furniture is brought back after the cleaning is done and
re-arranged as per the standard.
 All fixtures and furnishings are placed in their appropriate
positions at the end of the task.
 All the complimentaries and the supplies are re-stocked in
the bathroom and the room.
 Always check whether the room is completely cleaned and
properly re-arranged.
 At last, release the room to the Reception.

Spring cleaning of the restaurants, coffee shop,

lobby, etc is done during low turnovers. In case of pubs and bars,
spring cleaning is done during the ‘Dry Day’. It has to make sure
that spring cleaning task once started should not be let incomplete
under any circumstances.

DUTIES AND RESPONSIBILTIES

1. EXECUTIVE HOUSEKEEPER
Understand her scope of responsibility and authority.
02. Staff scheduling and handling.
03. Methods of inspection, making rounds, checking VIP rooms,
04. Study reports prepared and files and file and registers maintained.
05. Study how to prepare the departmental budget and expenses.
06. Meetings attended by EHK and the various problems discussed.
07. System of control for lost and found property.
08. Coordination with Corporate office, for purchase of capital items.
09. Procedure for selling items to guests, and for disposal of discarded
furniture etc. to staff and outsiders.
10. Records handle by EHK, control of linen, equipment, guest and
cleaning supplies, furniture and other capital budget items etc.
11. Procedure followed to replace broken/ damaged keys.

2. DESK ATTENDANTS
1. Check the status of all rooms (Vacant, department and under repair)
on computer when starting the shift.
2. Maintaining register:
a. Attendance register
b. Duty register
c. Message register
d. Departure register
e. VIP register for guest stationery
f. Baby sitting
g. Staff absent message
h. Missing articles
i. Double duty register
j. Appearance register
k. Lost and found register
l. Key register

3. Coordination between Front Office, Engineering, Butler Pantry, Room

Service, Time Office, and Lobby Manager.

4. Attends all guest calls and ensures that requests ate met with urgency
 and get back to check if he is comfortable. Front Office - takes VIP
blockings, room shifting, and clears departure room on computer and
manually.

5. Takes under repair with Front Office, and feeds it in the computer.

6. Maintains and updates "under repair list".

7. Takes all maintenance from floor, public area, guest and sends them to
Engineering.

8. Makes Housekeeper's report thrice a day.

9. Takes charge of the lost and found items in the cup-board, extra items
and hands over to the next desk attendant, makes miscellaneous
vouchers.

10. Keeps the key board key, store key, lost and found key.

11. Updates desk blackboard.

12. Transmittals that are made & sent in the following cases:

Scanty luggage Lobby Manager

Luggage Only (Bed not used) Lobby Manager
Missing items Lobby Manager & Security
Occupied room found open Security Lobby Manager
Departure room found open Security Lobby Manager
Mini bar found open Butler pantry Mini Bar
Room taken under repair Chief Engineer

14. Baby sitting procedure.

15. Monitoring of complimentary or saleable items provided to the guest
 in emergency.
16. Maintaining all the keys in key rack.
PEST CONTROL

1. What are the chemical used for spraying and fumigation

2. Various procedures for fumigation in Rooms, Rest and Kitchen.
3. Scheduling of various areas for pest control and staff distribution

PAINTER

1. Various kinds of paints, pigments, and emulsions used in rooms and

public areas,
2. Various colors and color schemes for different surfaces.
3. General/ spray painting and how to give as even finish to the wall
surface with the application of ‘PUTTI’.
4. Consumption & cost of paint per area.
5. Coordination with mason.
6. Wood polishes & finishes.
CARPENTER

1. Various types of timber used in carpentry.

2. Repair and new jobs for wood fixtures undertaken.
3. Replacement of glasses and mirrors.
4. Curtain railings.
5. Coordination with the locksmith and polisher.

Licenses required for spirits and varnishes used by the polis

FLOOR SUPERVISOR

1. Read log book for any follow up.

2. Work distribution, floor and room wise.
3. Procedure for checking departure rooms, vacant rooms, VIP rooms
and Suites.
4. The way she checks a room and systematically checks on each item,
and finally notes down and sends maintenance for repairs. She also
points out faults with the room, which the room attendant has made.
5. Coordination with Front Office regarding special instructions and
rooms taken under repair and regarding VIP stationery, flowers etc.
6. Understand the pressure of work of subordinates and schedule them
accordingly.
7. Procedure for sending soiled linen to laundry, with the Houseman's
help.
8. Understand fire prevention and security systems on floors.
9. Lost and found procedure.
10. Supply and requisition of equipment and supplies for floors and their
par stocks.
11. Packing up of rooms - entire procedure involved.
12. Coordination with rooms service/mini bar regarding placement of Bar
and fruits.
13. Provision and monitoring of extra items and services provided to
guests.
14. Occupancy list procedure.
15. Housekeeping list (consolidated)
16. Coordination with security and Lobby Manager.
17. Procedure to be followed regarding scanty baggage, double locked
rooms and DND rooms.
18. Weekly consumption of supplies and stores withdrawal.
19. Baby-sitting procedure.
20. Keeping a record of daily, weekly extra cleaning.
21. Coordinating the pest controlling of each room, linen rooms, trolleys
service areas.
22. Maintenance of discipline and timings by the staff.
23. Updating of various records of daily procedures.
NIGHT SUPERVISOR
1. Staffing in the night shift and division of Housemen into various
groups.
2. Note the schedule of periodic cleaning of public areas and weekly
cleaning of offices.
3. Different chemicals and solutions used for cleaning A/C grills,
upholstery, lampshades, etc.
4. Washing and polishing of floors and walls of public areas and
basement.
5. Taking departure rooms in the night and making rooms.
6. Receipt of linen from restaurant.
7. Catering to guest request - how the desk is replaced through the
paging unit.
8. Note the keys maintained by Night Supervisor.
9. Maintenance of discipline and timings by the staff.
10. Updating of various records of daily procedures.

PUBLIC AREA SUPERVISOR

1. How she distributes the work according to different areas and their
timings.
2. The area looked after by her.
3. Making schedules for cleaning groups.
4. Checking cleaning procedure of public areas (Shops, outlets, lifts etc.)
- daily and weekly.
5. Schedule of chandelier and carpet, cleaning and shampooing.
6. Coordination with Florist.
7. Coordination with Banquets regarding various functions.
8. Maintenance order procedure.
9. Follow-up on maintenances.
10. Night cleaning procedure.
11. Coordination with Restaurant Manager for Pest Control and washing
schedule.
12. Inventory of all equipment used in the public area.
13. Maintenance of discipline and timings by the staff.

(A) ROOM ATTENDANTS

 Cleaning and servicing of 12-15 guest rooms daily

 Responsible for cleaning the corridors and public area around

the rooms
  Exchange linen from the room – fresh for soiled

 Attending to the guest requests and conveying guest

complaints to the supervisors

 Responsible for cleaning the pantry and trolley

 Reporting unusual occurrence in the rooms under his control,

to the floor supervisor

TASKS EXPLANATION.
Generally we were made to do extra cleaning tasks. Extra
cleaning means the cleaning of those areas whose daily cleaning is
not done or not possible by Staff due to the work pressure so some
of the attendants are meant for extra cleaning.
The extra cleaning, which we had done, was
1. SCRUBBING BATHROOM WALLS: The walls in the
bathroom are tends to get white due to soaps, dried water stains
etc. Which cannot get cleaned so easily. It requires different
chemical, lot of pressure and time. Therefore some attendants are
allocated to these extra cleaning. How to clean these?

 Firstly wash the stains with hot water. Due to this it is easy to
remove the stains.
 Then Taski-R2 or Helios and apply on the walls thoroughly
and scrub with scrubbing pad so that are stains are removed
completely
 And again wash with hot water so that Helios should not
make his stain due to rapid drying
 And finally buff with dry duster

(2). TV SWILLS CLEANING:

TV swill is the empty space entire cabinet and TV rotating disc. In
that space lot of dust accumulate which require enough of time to
remove that and make it dust free. How to clean this?
  With the dry and plain duster insert in the swill and pull from
other side so that all major dust comes out along with the
duster
 Take other duster and spray Taski-R2 on that and do the same
thing as it was done previously
 And finally vacuum the carpet so that carpet won’t get dirty

(3). VERMICA CLEANING:

The brown furnishing of the room’s furniture is vermica. Due to
static charges between dust and vermica surface, the dust sticks to
the surface and it looks flirty. How to clean this?

 Dust the vermica surface with the dry duster

 Take other duster and spray taski-R2 on it and wipe the
surface so that all the dust is removed from the surface
 And with other clean and dry duster wipe the surface so that
no dust sticks to the moistness of the surface.

(B). CLEANING WINDOW SILLS:

The sills are the metallic window edges which gets dirty very
easily. So it needs to be cleaned frequently. How to clean?
  Spray Taski-R2 on the window sills and with the dry and
clean wipe hard so that all stains gets removed
 Care should be taken so that it won’t leave any scratch on it
and finally buff with clean and dry duster.

(C) CLEANING SWITCH PLATES:

The switch plates are switchboard near the buttons which tends to
get dirty due to constant touch, which needs to be cleaned.
How to clean these?

 Firstly dust the switch plates with the duster

 Apply Helios to it and scrub with the help of scrubbing pad
 And finally with damp duster wipe all the switch plates
completely

(2) CLEANING CARPET CORNERS:

These are the corners were the vacuum is not done properly due to
inadequate space for a vacuum cleaner to reach. Due to which it
gets dirty. How to clean this?
  Remove the hosepipe of vacuum cleaner
 With the help of vacuum pipe go to corners of the room for
cleaning
 On the vacuum cleaner and pull all the dust from carpet
corner

PROCESS OF LAUNDRY
Firstly there is collection of linen takes place. Guest
clothes is taken by laundry attendants, the bed linen/ bathroom
linen in collected from the linen chute, employees uniforms are
collected from uniform room, and restaurant linen is brought for
cleaning by restaurant employees.
After collection sorting is done. Guest linen is sorted
according to the methods of washing as asked for. Rooms linen is
done whether it is a bed sheet or towel or duvet cover near the
chute area in laundry. Same with the employees uniform it is sorted
out according to the cleaning.

After sorting pre-spotting is done. If there any stain on

clothes or any linen spot cleaning is done and then only it is

proceeded towards cleaning process. If any chain is broken or

anything got tore it is mended or stitched but if it is guest linen we

need to take the permission.

After spotting cleaning is done. It is again depend on the

way of cleaning is asked for. After cleaning it is dried

After drying post-spotting is done i.e. if any stains are

there after cleaning it is removed by spot cleaning and again they

put for wash

It is then send for pressing. After pressing all the clothes are

sorted out, guest’s by guest room number, employee by there ID

number. After pressing if everything is done now it is delivered. It

is delivered to guest as per their request i.e. some require clothes to

be hung on a hanger or some need to be folded in basket and

placed in their room.

KITCHEN STEWARDING
 This department looks after the cleanliness and hygiene of
the kitchen areas. It also looks after the staff cafeteria. The
cafeteria is set for the morning breakfast, lunch, evening tea time,
and dinner and midnight tea time by this department.
All the polishing and deep cleaning tasks are carried out
by this department in the night shift. This department is also very
important in the hotel. Without this department, no washing &
cleaning of cutlery, crockery, glassware can be carried out. The
head of the department is the Kitchen Stewarding Manager
followed by the supervisors.

Things to learn
1. Departmental Organization.
2. Functions & Responsibilities of the Kitchen Stewarding
department.
3. Operation of dish washing machine and its handling and
cleaning.
4. Wiping and stacking dishes.
5. Handling, issuing and storing of Glass, Silver and China.
Imports specifications and quality control.
6. Cleaning silver, using polish and the cost of silver equipment.
7. Cleaning and the maintenance of copperware.
Cleaning of pots and pans, and their use in various kitchens

8. Cleaning of walk in coolers, the construction of walking and

cost of operation.
9. Washing and cleaning floors, walls and ceilings.
10. Cleaning extractor hoods.
11. Disposing of refuse and garbage in coordination with private
contractors for disposal.
12. Silver plating process, and the cost of silver required for the
same.
13. Wood equipment, its maintenance and upkeep.
14. Gate pass procedure (outdoor catering equipment).
15. Familiarization with all kitchen and service equipment- their
usage and maintenance.
16. Schedule of sanitation and pest control program for kitchen
and other areas.
17. Knowledge of Govt. laws as enforced by the health and
sanitation department.
18. Organizing and running cafeteria, methods of control,
analysis of reports generated, committee for deciding food to
be served, co-ordination with union for the same.
19. Factors involved in setting up par-stock and inventory taking.
20. Annual, six monthly and quarterly forecast of expendable
equipment required for F & B outlet.
21. Types of files, registers, forms, formats and reports
maintained, the organization, distribution and record.
22. Purchase and sample development.
23. Night cleaning.
24. How kitchen stewarding can help in energy conservation.
25. Co-ordination with Engineering for maintenance of
equipment.
26. Various detergents- their mixing and use.
27. Steam supply to kitchen and the pressure of the same.
28. Operational and Capital budget for the department.
29. Purchase and maintenance of kitchen capital equipment.

Food & Beverage

production
HIERARCHY OF THE KITCHEN DEPARTMENT
Executive Chef
 Sous Chef

Chef de Party

Commi 1

Commi 2

Commi 3

Apprentice

Trainees
EXECUTIVE CHEF

The executive chef is in-charge of the entire kitchen.

The executive chef is accountable to the management
and kitchen department and he has to maintain the food cost. (Food
cost should not be above 30% and below 25%).
 The executive chef organizes the food festival in the
hotel.The executive chef attends F & B Meetings along with the F
& B Managers and the General Manager of the hotel.
The executive chef along with the sous chef plans the
menus for different parties and functions.

SOUS CHEF

The sous chef is assistant to the executive chef in large hotels.

The sous chef helps the executive chef to prepare the
daily indent for the next day.
The sous chef in large kitchens takes a particular section
and manages it. The sous chef trains and develops motivation in
his staff members.
The sous chef has to maintain a control on the wastage
on food and is responsible for pilferage.

CHEF DE PARTIE

Chef -de- Party is responsible for preparing food in his

particular section.
 Chef –de- Party reports directly to the sous chef in case of
shortage of food.
Chef –de- Party prepares duty chart for his department.
Chef –de- checks the quality and quantity of raw materials of food
that comes in his section.
Chef –de Party also checks quality and presentation of each
dish prepared.

COMMIS

Chef de party is responsible for preparing different food items.

In Ala – Carte menus commis prepare food as per guest order.
Commis rank in three different positions
i.e. Commis-I, Commis-II, Commis-III.

These three commis perform all different types of task.

APPRENTICE

Apprentice is doing a three year apprentice ship and is paid a

stipend by the hotel.
His duties are similar to that of a trainee.

The apprentice is given an employment job only after he is perfect

with his job.

TRAINEE

Trainees are learning all the job and they are asked to perform
basic jobs like chopping, slicing, etc.

Trainees have fixed training program and they have to work in

different sections of the kitchen for a particular period of time.

Trainees are expected to learn the job by observation.

FORMAT
 Some of the tasks performed by me in Kitchen.

>Cutting of fruits.

>Getting stores required for the Kitchen from the dry stores.
>Using the big grinders

>Stacking of store materials

>Peeling and cutting methods

>Setting up off props for dinner

>Arranging fruits on display

>Clearance of trolleys.

>Handling backup trolleys.

>Maintaining cleanliness of working areas and walk-inns

>Making chats at the chat counter.

>Making Naan rotis.

Special observations

> The Kitchen staff not only prepare and place the food but also it

is cleared out by them which happens only in this hotel.

> Kitchen uses different cutting boards for different purposes

 .Red cutting boards for meat

.Blue cutting boards for seafood

.Yellow cutting board for poultry

.White cutting board is an all purpose board

.Green cutting board is for raw vegetables.

> A first aid box is always maintained.

> Sanitizer and disinfectant solution is placed in each washing

areas.

> The banquet kitchen has no halwai section,so the halwai items

are basically ordered from outside,,(but in case of emergiences its

prepared out there by Darmayan Chef and fellow Chefs).

CULINARY PHILOSOPHY (Kitchen’s point of view)

* Satisfy the local market needs and desires

* Satisfy the hotel guests needs and desires

* Represent traditional favorites home style for the local market
and the international traveler

* Use unique and creative presentations

* Buy locally available fresh produce whenever possible

* Serve fresh food cooked a la minute

* Serve consistent food that reflects the outlet style and chef

* Have limited menus that are changed frequently to ensure that

the guest is always offered a variety of food items

There are 2 types of kitchen in hotel industry according to the

restaurant

 LIVE KITCHEN : It means guest can easily see the which is

prepared in front of him. The food is cooked in front of the guest. This
type of concept is more appealing than other
  CLOSED KITCHEN : It means guest cannot see the food which is
prepared for him. It is cooked in the back area of the Guest. This
concept is very common one.

COMMISSARY KITCHEN : It is the Kitchen which deals with the raw

material which is used by restaurant kitchen . They are the one who
checks minutely for the raw material as per request send by the other
kitchen which includes Vegetable , Raw meats , Fishes , Cheeses , Fruits
etc. In shortly if we have to describe the commissary kitchen then it
would be ‘It is the Heart of all Kitchen’. For the collection of the raw
material the other kitchen do requisition
Through a software known as ‘SCALA’ which is made 2 days prior from
the date of delivery .They take out 2 printout which is
send to seniors for the authorization and one copy is given to the
commissary and one is kept with us for reference . Commissary Kitchen
is ‘Functional but non-revenue earning area’.

SATELLITE KITCHEN : It is the kitchen where the finished product is

made. The raw material that was picked up here they turn into a final
product and served to the guest. This is the where raw material goes through
different process before they turn into the final product. This kitchen is
‘Functional but Revenue earning area’.

FORMAT
Some of tasks performed by me in Kitchen.
>Cutting of fruits.
>Getting stores required for the Kitchen from the dry stores.
>Using the big grinders
>Stacking of store materials
>Peeling and cutting methods
>Setting up off props for dinner
>Arranging fruits on boats
>Clearance of trolleys.
>Handling backup trolleys.
>Maintaining cleanliness of working areas and walk-inns

Special observations..
> The Kitchen staff not only prepare and place the food but also it
is cleared out by them which happens only in this hotel.
> Kitchen uses different cutting boards for different purposes
.Red cutting boards for meat
.Blue cutting boards for seafood
.Yellow cutting board for poultry
.White cutting board is an all purpose board
.Green cutting board is for raw vegetables.
 A first aid box is always maintained.
 Sanitizer and disinfectant solution is placed in each washing
areas.
 The banquet kitchen has no halwai section,so the halwai items
are basically ordered from outside,,(but in case of emergiences
its prepared out there by Jhanki Chef and fellow Chefs as he is
an Halwai).

Kitchen Management
 All the Head’s of the department should have a sound

practical knowledge and should have the ability to organize labour,

delegate the responsibility to appropriate staff. Machines are

properly maintained and cleaned by the staff. Ensures safety

precautions are taken, and Hygiene is maintained.

Walk in, deep freezer are properly maintained & stores are

properly arranged, controlling of labour needs great tact and

ability, their comfort skill, work and welfare have to be seen too.

In Sarovar hotels, the management sees that the food cost

is controlled i.e. it is between 20 to 25%. The food coast should not

exceed 30%.

The staff in the kitchen should be allocated job, which is

comparable with their ability. Staff is trained. If the performance is

good, incentives, increments or promotion is given.

Certain factors such as budgetary control of production

and service, control of waste, etc, play an important part in

managing the kitchen.

 A workflow plan is made by the chef to perform the task in

the minimum time possible with least effort.

A work plan is made in the kitchen. This work plan

identifies the steps involved for the task. Planning of the mise-en-

place is made considering, type of food to be prepared & served,

number & size of portion, time at which food is to be ready, type of

ingredients requires, stores required & their availability, etc.

The walls are tiled to the ceiling. The ceiling is regularly cleaned to
prevent dirt and condensation dropping on to the surfaces & food
items below. The doors ae self-closing, lightings are fitted such
that the shadows are prevented.
The executive chef, sous chef and senior chef constantly
supervise the kitchen working to ensure smooth working, quality &
hygiene food is maintained & also control the waste.

Control Waste

1. Standard procedure’s for working is used.

2. Proper utilization of left over food.

3. Actual meals number against orders is checked by cross

checking the KOT’s against the preparation of food.

4. Correct use of items & materials.

5. Control of store & stock.

6. Not to over order.

7. Correct yields from items.

8. Portion control.

9. Strict control of issues.

10. Keeping check on the consumption made by the staff.

Equipments used in the kitchen

 Boiler

 Ovens
  Mincer

 Buffalo chopper

 Griller – there is a 12 feet griller in the show kitchen of K

&K

 Tandoor

 Soup pot

 Tilting pan

 Dough maker

 Dough cutter

 Potato cleanser

 Coconut grater

Walk in Refrigerators & Freezers

All walk in refrigerators & freezers are articulately

placed. So that they are accessible from vegetable preparation,
butchery and fish fabrication on one side and the operational
cooking areas on the other.
The process being;
 Goods received
 Goods cleaned and taken to respective areas
  Processing
 Distribution
 Utilization
Miscellaneous items
 Allocation for knife boxes,
 Clip board hangers of 8 pins to hang function sheets and duty
rosters
 All hot bain marie stations are chilled from underneath.
 All hot kitchen service areas are heated by electricity, also
with a thermostats.
 All equipment’s are totally flush with one another, no wasted
space through put the operation
 All servicing operations, kitchens, have heated storage
cabinets allocate at service pass

Stewarding

The entire kitchen and preparation areas are

adequately fitted with cleaning connections are adequate storing
facilities of international standards.

Floor, Wall and Ceiling Areas

Floors
Have a non – slip substances with no shinny tiles fitted what so
ever.

Walls
Are fitted with shinny tiles from floor to the ceiling, thus ensuring
proper cleansing and control.

Ceilings
Are fitted with a non – burning substances in panels

Break up of tasks performed in various shifts

The first shift starts at 7 a.m. the Chef and commies work together
to do the buffet set up for breakfast. Once it completed the chef starts with
back up for the buffet items which are in demand. One of the chef and
commi stands at the live counter to prepare omlettes and dosas.
After the break buffet is out then the chef prepares the buffet for
lunch in the show kitchen and salads are prepared at the coffee shop pantry.
The second shift starts at 3 p.m. the chef helps the first shift staff in
the smooth functioning of the lunch buffet. After the first shift the handover
to the second staff acts upon it and get the things done which were left by
first shift.
Then the chefs start with the mise en place of the dinner. Once the
preparation of the food is over then the buffet set up for dinner is done.
During this two chefs stands at the live counter preparing pastas and rumali
roties.
The third shirt starts at 11p.m. the chefs helps the second shift staff to
prepare back up food items for the dinner. Once the dinner buffet is out and
second shift gives the handover to the third shift, the third shift staff starts
with mid-night buffet
This buffet is very light i.e. it consists of cold cuts, salads, snacks and
lavish spread of dessert. After this the chefs prepares the mise en place for
the breakfast buffet.

THINGS TO LEARN IN FOLLOWING

BUTCHER SHOP

1. Basic Banquet/A La Carte/Coffee shop cuts of various carcasses i.e.

Beef, Lamb, chicken, Pork, Fish etc.
2. Quality characteristics of various meat items.
3. Deboning and cleaning of carcasses.
4. a. Yield from each carcass and recording of the same on Butcher
Yield cards (F & B Controls).
 b. Idea of the cost of various cuts/meats (F & B Controls)
5. Method of storage and temperatures for various meats.
6. The use of meat trimmings, and deboned carcasses from the butcher
shop for use in stocks, sauces, and soups.
7. Coordination of Butcher Shop with stores and receiving.
8. Portioning of all meat items done in the butcher weights and sizes of
various cuts of meat.
9. Preparation of Butcher Order Sheet.
10. Distribution and issue of items to various kitchens.
11. Inventory value of the butcher store.
12. Optimum par stocks Vs actual.
13. Seasonality factor of purchase of meats.
14. ABC analysis of various types of meats.
15. Different walk-in refrigerators used for storage of different meats and
seafood. The various temperatures that re required to be maintained
for every meat. The power consumption for sued by these units.
16. Types of equipment; costs; maintenance and hygiene.
17. Washing and drainage facilities.
18. Wastage and its control.
19. Walk in management – (issuing by stores i.e. FIFO)
20. Protective clothing.

GARDE MANAGER

1. Preparation of cold meat trays; pates, galantines, salads, canapés,

aspic and other special emphasis on presentation.
2. Ice-carvings and butter sculptures.
3. Marination of meats for cold preparations.
4. Use of Chaudfroid sauce for decoration – especially for poultry, fish
and suckling pig.
5. Equipment used, their upkeep and care.
6. Co-ordination with Delicatessen and preparation of orders with the
Butcher chef.
7. Classical Appetizers prepared.
8. Classical Canapés that can be served for state banquets.

PANTRY

1. Preparation of cold sauces and salad dressings.

2. Preparation of sandwiches, burgers, and fruit platters with
accompaniments and garnishes.
3. Preparation of cold soups, salads and fruit cocktails.
4. Arrangement of fruit baskets for VIPs and fruit displays for
the Buffet table.
5. Location and utility of walk-in and reach-in coolers.
6. Preparation of special hors d’ oeuvres.
7. Preparation of fresh fruit juice.
8. Types of cheese in use.
9. Preparation of Pantry items for Banquet Functions.
10. Wastage control.
11. Manpower planning.
12. Portion estimate for buffet.
13. Hygiene standards.
14. Time and motion study.

15.Consumption and cost of important items.

16.Storage of imported ingredients especially smoked Salmon and
Cheese.

INDIAN SWEETS/INDIAN KITCHEN

1. Method of preparation of basic gravies and their uses.

2. Condiments and spices used.
3. Marination and preparation of Tandoori items.
4. Indian snacks items.
5. Indian breakfast preparation for Room Service, and the
Coffee Shop.
6. Buffet items and their preparation.
7. Different bread preparation.
8. Quantitative food preparation for Banquets.
9. A La Carte orders for Room Service and Coffee Shop.
10. Speciality food items prepared.
11. Preparation of Indian Sweets and their storage.
12. Equipment used in the area.
13. Replenishment of Banquet items.
14. Portion control i.e. – FP Vs food given.
15. Kitchen transfers.
16. South Indian preparations.
17. High cost items and their control.
18. Various cuts of meat in various preparations.
19. Staffing- optimum levels.
20. Storage- inventory control.
21. Allocation and calculation of profit for department.

NIGHT CHEF

1. Understand the responsibilities of the Night Chef.

2. How he ensures smooth operation of all kitchen areas during
the night.
3. Regular rounds of all kitchen areas closed during this time.
4. How he ensures proper temperature control of walk-in-
coolers.
5. Cleaning of kitchen by kitchen stewarding.
6. Pest control in the kitchen as per schedule in coordination
with housekeeping.
7. Breakfast mise-en-place for the morning shift.
8. KOT control in order to enable making of the sales summary
sheet.
9. Proper food pick-up, against check in order to eliminate
misuse & pilferage.
10. To understand the importance of liaison between the Night
Chef, and the Lobby Manager on night duty.
11. Breakfast buffet set up for Banquets and the Coffee Shop.

BAKERY
Things to learn

BAKERY AND CONFCTIONERY

1. Recipes and methods of production of basic doughs;
preparation of different types of rolls.
2. Baking oven-maintenance / operation and temperature
control.
3. Volume of breads and rolls made per day.
4. Usage and type of mixing, fermentation and baking
equipment and accessories.
5. Preparation of basic doughs and pastes, sponge and pastry
mixtures and their recipes.
6. Ingredients and method of preparation of various pastries,
chocolates, toffees, and confectionery.
7. Special cake orders and their decorations,
8. Storage of chocolates and pastries.
9. Supply of bakery items to the pastry shop.
10. Operation of special equipment and their utility.
11. Milk shake recipes.
12. Preparation of cookies and breakfast rolls.
13. Manpower planning.
14. Basic of requisition.
15. Energy expenditure and consumption.
16. Wastage control, and pilferage.
17. Prices of ingredients and pricing.
18. Pre-plated desserts for A’la carte service, preparation and
service of sweet sauces like Melba Chocolate, Vanilla,
Sabayon etc.
19. Eggless desserts that are prepared.
20. Desserts for Buffets variety color of texture.
FRUIT TART{PAPAYA SCOOPS GARNISHED WITH COCONUT POWDER}

WHIPPING MACHINE OF 25 LITRES CAPACITY

 The pastry kitchen is divided into two it is situated
next to butchery, one section is the chocolate room and the other
one is bakery. Pastry deals in making of cakes, pastries, cookies,
fruit tarts, etc whereas bakery deals with making of fresh breads,
bread rolls, scones, buns. My very first day of training started in
chocolate room which is the part of pastry. There I learned to
make different garnishes for cakes like chocolate cigars, wings,
fans, rum & raisins, Irish chocolates, etc. From next day I was
trained in pastry were I was assigned a daily task. Every morning
I had to collect fruits according to the requisition which is
supposed to be signed by the head of the department .After that I
had to chop three different types of fruits for Grand Café buffet in
the morning and evening and I was suppose to make at least 60-
70 tarts daily . In 2 days of time I also learned to set the buffet at
the Bay view by myself. After the buffet is set my next duty was
to collect the commissary which includes eggs, dairy products
and set them in walk-in. In the afternoon my job was to prepare
the High tea tray which includes mini fruit tarts, fruit truffle,
annatto, chocolate walnut brownie, scones, vanilla cookies, choc
chip cookies, lemon tarts, pampas, and whipped cream. And later
in the evening I use to learn a new production everyday.

Bakery is another sub section of the main kitchen.It

is equally important as any other department as it has a high
turnover and makes big profits. It is divided into two sections
bakery & confectionery. The bakery section makes all breads,
bread rolls, dinner rolls, pizzas etc. The confectionery prepares
different types of cakes, pastries, puddings and other desserts.

The work in the bakery section is heavy and hence

heavy staffing is required. On the other hand confectionery
produces a large variety of pastries. It provides desserts for the
buffet, daily cakes, chocolates & cookies for the room service.
 There is also a separate chocolate room where al the
chocolates are made. This is a small room which is far from the
main kitchen to remain cold. When chocolates are made they are
kept out to harden and then wrapped in foil and stored in trays in a
cooler.
The bakery runs 24 hours a day, the work in the bakery
starts from 7 am to 4 pm. Most of the work is completed in this
shift. The confectioner starts his work at 8 am till 5 pm. The
afternoon shift commences at 2 pm to 11 pm.
Every person has his own assigned tasks. In this way,
the work is carried out smoothly and with at least interference
between the staff. Because of this kind of a system the creativity of
each individual can be seen in his work and he does not become a
‘Jack of all trades and master of one’.

Job Description

The job description of people depends on area in which they are

working. Hence we have wide variety of work in the bakery.
Here the work is very tedious and requires a lot of skill
and experience since the final product depends on the type of
dough consistency, proving temperature and time. A small
deviation can lead to spoilage of whole product.

Desserts, Cream and truffle.

Fresh cream is one of the important items of confectionery. It is

whipped with sugar to a thick, stiff consistency. It used between
the layers of the cakes and pastries, for icing and decoration of
gateaux. Truffle creammies are made with 1 portion of chocolate
and half portion of milk and cream, which is whisked til it forms a
thick pouring consistency.
Desserts, Cookies

Cookies and biscuits are mostly made for the room service
amenities. There is quite a variety of biscuits, nankhatais,
macaroons, marzipan, rum balls, etc.
Desserts like different pies made from fruits, mousses
like mango, chocolate, blueberry, etc., puddings like bread
pudding, truffle pudding are also made here.

Equipments used in bakery & confectionery

 Ovens-Triple deck ovens. They are used to bake cake

sponges, breads, cookies, biscuits, tarts, etc.
 Bowl mixers- used for making bread dough, cake batter or
for beating eggs. The smaller one is used for making
mayonnaise, cream, etc. The mixer has three blades, one for
beating or whipping, one for kneading, and one for mixing.
 Traulsens- There are two traulsens used for keeping the ice
creams, fresh creams, puddings and fresh cakes.
 Weighing scale- These are electronic scales which give an
accurate weight.
 Bread slicer- used to slice bread in exact slices.
 Walk in- used to store ice creams, pastries, cakes, puddings,
custard, jellies, dough, breads, batters, etc. It is very essential
as most of the bakery items are highly perishable.
FORMAT
Pastries and cakes made in chocolate room
 Chocolate truffle cake/ pastry
 Chocolate Swiss cake/ pastry
 Black forest cake/ pastry
 Pineapple cake/pastry
 Seasoned Hawaiian cake/ pastry
 Blueberry cheese cake
 Chocolate pyramid
 Chocolate cream
 Dual chocolate
 Walnut brownie
 Chocolate cheese cake
 Tripple delight
 Key lemon pie
 Chocolate tart
 Kiwi tart
 Fresh fruit tart
 Danish pastry

Breads
 French Banquette
 Brown bread
 Garlic bread
 Croissants
 Fuccasia
 Multi grain
 Ciabatta
 Conclusion

As it was my first exposure in the industry, the days of

training were worth experiencing. Thinking about it everything

comes like a picture in mind, the long hours of duty, the break shift

in the restaurant, the stores pick up etc. But looking back it seems

an experience well worth the toil.

Today with six months long industrial training I have

emerged as a person richer in experience and having a wide

spectrum of knowledge about the hospitality industry, its working

and its organization.

I am now in a position to decide and choose my work and

area of interest considering my capabilities and liking. I truly

enjoyed my training and made the most out of it.

Who should I thank for making this process a fruitful one?