This is an industrial training report.

1. INDUSTRIAL TRAINING REPORT
NAME- HIMANSHU SHARMA
COLLEGE- INSTITUTE OF HOTEL MANAGEMENT, CATERING TECHNOLOGY AND
APPLIED NUTRITION, MUMBAI
NCHM ROLL NO. – 2041116150
PROPERTY- VEDA5 AYURVEDA AND YOGA RETREAT, RISHIKESH, UTTRAKHAND

2. ACKNOWLEDGEMENT
At the onset, I would like to sincerely thank our principal, Mrs. Neelam Nadkar, who made sure
that we got the best possible exposure by training with some of the best hotels in India.
Secondly, I would like to express my gratitude to my Training Placement Coordinators, who
guided me through the selection process and gave me constant support during the training period.
I am overwhelmed by the help and guidance given to me by the associates of Veda5,
Uttrakhand. Thanks to them I have been able enrich my knowledge and gain perspective about
the working of the industry.
I would also like to express my special gratitude to Ms. Rajvi parekh, Learning & Development
Manager at club mahindra varca, goa and Mr. Narender gusain Learning & Development
Manager at Veda5, Uttarakhand for all their mentorship and guidance.
Thanking You,
Himanshu sharma

3. INDEX
S.No. Topic Page No.
1. About MHRIL 4
2. About club Mahindra varca, Goa 7
3. About Veda5 Ayurveda and yoga retreat Uttrakhand 8
4. Training Schedule 14
5. Housekeeping department 15
6. Front office 25
7. Food and beverage service 32
8. Food production 38
9. Conclusion 41

4. Mahindra Holidays & Resorts India Ltd. (MHRIL), a part of Leisure and Hospitality sector of
the Mahindra Group, offers quality family holidays primarily through vacation ownership
memberships and brings to the industry values such as reliability, trust and customer satisfaction.
Started in 1996, the company's flagship brand „Club Mahindra‟, today has over 250,000
members , who can holiday at 100+ resorts in India and abroad.
Mahindra Holidays & Resorts India Limited is part of Mahindra Group. The Mahindra Group of
companies enable people to rise through innovative mobility solutions, driving rural prosperity,
enhancing urban living, nurturing new businesses and fostering communities. It enjoys a
leadership position in utility vehicles, information technology, financial services and vacation
ownership in India and is the world‟s largest tractor company by volume. It also enjoys a strong
presence in renewable energy, agribusiness, logistics and real estate development. Headquartered
in India, Mahindra employs over 2,56,000 people across 100 countries.
Our Mission
Good Living. Happy Families.
Our Vision
We will be among the Top 5 VO companies of the world in terms of member base
OUR MISSION
GOOD LIVING,HAPPY FAMILIES.
OUR VISION
We will be among the top 5 vo companies of the world in terms of member base

5. Our Key Differentiators
1.Over the last decade, MHRIL has established itself as a market leader in the family holiday
business.
2.The company has followed a two-pronged strategy- rapidly increasing its bouquet of resorts to
provide more variety in holidaying options and enhancing its service levels to its members to
provide delight at every point of interaction.
3.All MHRIL resorts are totally geared to cater to a variety of holiday needs and experiences in
all areas of operation, from housekeeping to food & beverage to holiday activities.
4.Creating and managing the holiday experience is a core strength.
ONE MEMBERSHIP MANY BENEFITS

6. With one choice, you can take holidaying to the next level. Imagine having preferred access to
holiday for 7 nights every year at 100+ resorts in India and abroad. Topped with an additional
choice of 170+ partner hotels and resorts and 4300+ RCI affiliated resorts worldwide.
More than just a variety of incredible destinations, you are also given access to a treasure chest
of authentic and unique experiences at each one of our resorts.
And, the deal only gets sweeter! Whether you are part of a small nuclear family or larger joint
family, there is an offering just for you. Along with this, we also ensure flexibility to upgrade
your membership as your life stage evolves.
SOME OF THE BEST RESORTS IN INDIA
1.Diu, daman and diu
and diu
2.Boulevard 9 , Gujarat

7. 3.Bundela resort, bandhavgarh m.p
4.Club Mahindra Acacia Palms, Goa
5.Club Mahindra Varca ,Goa

8. CLUB MAHINDRA VARCA, GOA
About varca
Varca is located in the South Goa district, in the state of Goa. It is a well-known vacation spot
for tourists and has among the best beach resorts in Goa. Varca has one of the most serene and
quieter beaches. It has a beautiful sandy beach and clean shorelines, which allow one to revel in
the calm. A 12 km long stretch of white sands and mesmerising blue waters is worth exploring
when in Varca. You can also find a green luscious forest and several black lava rocks in the
vicinity.
About C.M varca
The Club Mahindra Varca Beach Resort is located in the vicinity of the beach. With the ivory
waves and the gentle atmosphere, the Club Mahindra resort allows you to experience nature with
the comfort of luxury. Wake up to the pleasant swaying of the palm trees, and the cool breeze
from the sea. The resort offers an excellent view of the beach from its balcony and provides great
deals for an enjoyable day at the spa and exciting dance lessons followed by a delicious meal.
Luxurious amenities:
 Parking Facility
 Swimming Pool
 Souvenir Shop
 Gymnasium
 Indoor And Outdoor Games
 Doctor On Call
 Travel Desk
 Wi-Fi Available In Room
 Conference Hall / Banquet Hall

9. VEDA5 WELLNESS RETREAT
The treasure of the ages, the wisdom of the sages , finds new meaning and relevance at the veda5
luxury world class Ayurveda, panchkarma and yoga retreat in rishikesh, goa and kerala, india.
Ayurveda the science of life and healing is an ancient holistic wellness system which covers every aspect
of well-being ; health ,beauty, nutrition,sex,spirit, and living in harmony with others and nature.
Life based on princples of Ayurveda develops good health, resists diseases and retains youthfulness. For
thousands of year , Ayurveda has been a basis for the treatment of various minor to major diseases and
physical and mental issues. Ayurveda works to offer real cure than just temporary relief.
Veda5 has quickly gained the repute as one of the best luxury wellness retreats in india which integrates
traditional Ayurveda , panchkarma , yoga , and healthy organic ‘’satvik’’ dining to restore balance ,
harmonize energy and improve overall well-being.
A journey at veda5 may take one or more of the several paths to wellness; de-stressing your mind , re
energizing your body , exploring your inner self , managing a life transition or healing your spirit.
OUR DIFFERENTIATORS
1. Best Ayurvedic Health Resort In India

10. Veda5 Rishikesh, Goa & Kerala are the most reputed ayurvedic health resorts in India.
Our team of experienced ayurveda doctors perform consultation and examination based
on ayurveda principles to find out body’s constitution (Prakriti) and to analyse doshas
imbalance. The treatments, medicine, diet, yoga and exercises are planned according
to the body type and climate etc. Our expert and caring therapists are well versed with
authentic ayurveda treatments and procedures such as Abhyanga, Snehana,
Swedanam, Shirodhara, Pizhichil, Udhwartana, Patra potli, Nasya, Netra tarpan & all
Panchakarma procedures.
2. Ayurvedic Living
Veda5 Wellness Retreats are architecturally well-designed with natural, healthy &
luxurious living in mind. They are well-appointed with modern amenities in rooms each
with a private balcony, Ayurveda clinics, spas, Yoga & meditation centers & other areas
to meet and exceed the standards of a luxury wellness destination.
3. Ayurvedic Dining
Veda5 prepares nutritious, exotic & delicious pure-veg meals for the guests. Our kitchens
are instructed by Ayurveda doctors to provide customized meals per guest undertaking

11. Ayurveda & Panchakarma treatments. We also serve a wide variety of detox & herbal
drinks. Our dining areas are designed with wellness in mind.
Our properties in India
1. Veda 5 Ayurveda And Yoga Retreat ,Rishikesh
2. Veda5 Wellness Retreat and spa, Arambol, Goa

12. 3. Veda5 ayurveda living village,Thrissur,kerala
VEDA5 AYURVEDA AND YOGA RETREAT
Veda5 is a stunning picturesque luxury destination wellness resort in india nestled at the mighty
Himalayan foothills in Northern India.
Surrounded by the stunning views and freshness of 3 acres of green lands and forest, the
retreat accommodates 24 luxury rooms,2 modern mud huts, 3 yoga pavilions, a Meditation cave,
a world class Ayurveda center, an open air swimming pool and a high quality restaurant along
with many modern amenities to ensure a pleasant wellness aboard.

13. An architectural marvel in itself,all our rooms are tastefully decorated with natural
materials and provide unobstructed views of the Himalayan tops without compromising the
luxuries and ensure an everlasting international wellness experience.
Veda5's wellness cuisine is based on key principles from Ayurveda texts, which advocates not
just the food taste,but suitability to individual body type. Veda5 serves fresh natural food that
suits all palates. Special care is taken while designing the menus by the team of Chefs and
Ayurvedic Physicians to keep it tasteful,enjoyable,balanced and beneficial.
Veda5 is the perfect retreat to rejuvenate your mind , body and soul and to experience the bliss
within.
Facilities provided at veda5:-
 Medical Consultation with ayurvedic doctors.
 Special Ayurvedic meals.
 Yoga and meditation classes
 Ayurveda treatments for beauty and youthfulness.
 Ayurvedic courses
 Master classes in ayurvedic cooking
 Excursion programs

14. TRAINING SCHEDULED
.
S.no. Department Hotel From To
1. Housekeeping Club Mahindra 20-12-2021 12-012022
2. Housekeeping Veda5 15-02-2022 14-03-2022
3. Food and Beverage
service
Veda5 15-03-2022 04-04-2022
4. Front office Veda5 05-04-2022 15-05-2022

15. HOUSEKEEPING
EXECUTIVE HOUSEKEEPER- Mr. Sumer Singh
Hierarchy
Introduction
The guestroom is the main selling point of a hotel, as it contributes to more than 50% of the total
sales. This makes the percentage of profit made from room sales out of total sales, very high.
The „sale‟ of a room means leasing the room for occupation for a minimum 24 hours at a
predetermined cost. Thus, a room sold on a particular day earns revenue for that day, and then it
can be sold again, and again.
Rooms are sometimes referred to as „highly perishable commodities‟ as rooms not sold for the
day lose out on the revenue for that day.
In addition to earning revenues, guestrooms also have a huge role in the image building of the
hotel.
Many guests‟ first judgement of the hotel comes from the condition of the guest room and
therefore would also affect his/her chances of giving repeat business.
Guests may stay in a hotel for pleasure, convenience, or even from necessity.

16. Whatever the reason for the stay, they will always expect a certain standard of service and
comfort. Therefore, the importance of a guestroom is unparalleled when it comes to the outlook
of the hotel.
The housekeeping staff, in particular, have the responsibility of making the guestroom „a home
away from home‟ for the guest.
The housekeeping department is not only responsible for the upkeep of rooms but also of the
various public areas which guest frequents.
The various public areas, especially the lobby go a long way in influencing a guest‟s opinion of
the hotel and thereby influencing the hotel sales.
The housekeeping department is also responsible for the laundering and the maintenance of the
various linen in the hotel as well as guests‟ personal clothing.
Cleaning Guestroom Floors
Floors section is responsible for the cleaning and the upkeep of the entire floor such as the guest
rooms as well as the corridors. There is a pantry in every floor in which the various
housekeeping amenities are stored such as bathroom supplies, linen, water bottles etc.In all the
floors, the pantry is located in the area where the service elevators are located. This area also has
the linen chute wherein from
all the used linen are dropped.
Every floor has 2 GRAs and one supervisor who are jointly
responsible for the cleanliness of the entire floor.
The Floor section has the following shifts
The order of cleaning of guest rooms in the section is as follows:
 Guest requests for early make up
 VIP Rooms
 Check out status rooms blocked for the new arrivals
 Check out rooms
 Occupied room with the „clean my room‟ sign
 Stayovers
 Rooms which had the DND sign displayed earlier in the day
 Rooms due to move to check out during the day.
In case there is not much occupancy, the vacant rooms are serviced first and then the associates
service the rooms with the “clean my room” sign usually after 10am.

17. Guestroom floors consist of all the guestrooms on the floor, the corridor in which the
guestrooms are located, and the service on those floors.
 Each section has two GRAs working during the morning shift.
 During the Afternoon and night shifts, each guestroom floor has one GRA assigned.
 At all times, there is one Floor Supervisor on each guestroom floor to oversee the
operations.
 One trainee is allotted to each floor.
 Trainees are usually asked to wet-mop the corridor, the service area, and the guestroom
 Trainees also assist in bed-making, dump soiled linen collected during the day, and do the
dry dusting in the guestrooms.
Service Area
 Cleaning of the service area, i.e., the back of the house is looked after by the Kitchen
Stewarding department.
 Control Desk
 The control desk, also known as the Housekeeping desk, or simply „the desk‟, is the
center of the entire housekeeping department.
 All telephone calls made to the Housekeeping department are directed here.
 The housekeeping desk is functional only from 0700hrs to 2300hrs.
 After 2300hrs, the calls made to the desk are forwarded to the „Telephones‟ section in
Front Office.
 The housekeeping executive is responsible for looking after the desk.
Guest Room Supplies
There are certain amenities that the hotel provides to the guests for no extra cost.
These amenities are usually related to Self-Care and Grooming.

18. Bathroom supplies used are:
 Body Lotion
 Shower Gel
 Hair Conditioner
 Shampoo
 Soap
 Bath Salt
 Bath Gel
Amenities placed in guestroom bathrooms:
 Dental Kit (Toothbrush, toothpaste, and Tongue Cleaner)
 Comb
 Shaving Kit (Gillette Presto razor & Gillette Shaving Cream)
 Body Scrubber
 Shower Cap
Amenities placed in guestroom:
 Laundry bag
 Laundry slip
 Shoe shine
 Slippers
 Water bottles
 Scribbling pads & Pencils (3 each)
On the writing table:
 Scribbling pad with monogrammed papers.
 Pencil
 Lamp
 On the centre table
 Ash Tray (only given on guest request)
 Newspaper of the day
 Magazine
On the bedside table:
 Telephone
 Notepad with a pencil
 Bedside lamp
Inside the Drawer Near the Fridge

19.  Coffee/Tea Sachets
 Creamers
 Kettle
Other Amenities Include-
 Towels – A pair of bath and hand as well as a pair of face towels.
 Dustbin − A small dustbin with lid, lined with a plastic bag from inside., which can be
 opened with the foot.
 Non-slip Foot-mat − It is often, kept near the bathtub and outside the shower cubicle
 Slippers − Flat non-slip slippers for the guest kept inside the wardrobe
 Hair Dryer − A wall mounted fixed hair dryer for the guest is kept in the bathrooms.
 Laundry bags
 Ironing boards and irons
 Hangers for clothes
 Vanity Tray − It contains small bottles of soap, hand soap shower gel, shampoo, and
conditioner. moisturizer, shower cap, loofah, dental kit. Shower cubicle and the perch
beside the bath tub also has shower gel, soap, shampoo and conditioner.
Types of Keys Used
 Room key (opens only one specific room)
 Section key (opens all rooms in one section of one floor)
 Floor key (opens all rooms on only one specific floor)
 Master Key (opens all rooms)
Cleaning Agents used in Floors section
TASKI R1: Cleaning and Sanitizing of Bathroom / Toilet surfaces Used for cleaning all
bathroom surfaces, sink, tub, tiles, floors and fittings
TASKI R2: All-purpose cleaning agent Used for cleaning All types of floor and walls
TASKI R3: Glass cleaner
Used for cleaning Windows, mirrors, glass display cases
TASKI R4: Furniture polish Used for polishing all wooden floors and furnishings
TASKI R5: Air Freshener / Room Freshener Used as an air freshener in rooms and office
spaces

20. TASKI R6: Toilet bowl cleaner Works as a toilet bowl cleaner and used for cleaning toilet
bowls and urinals
Procedure to enter a guestroom:
1. Check if the room is on DND.
2. If yes, do not ring the bell or knock on the door. Come back later.
3. If the room is not on DND, ring the doorbell and announce “Housekeeping”.
4. Wait for ten seconds. If the door is not opened, again ring the
doorbell and announce “Housekeeping”.
5. Wait for ten seconds again. If the door is not opened, again ring the
doorbell and announce “Housekeeping”.
6. Wait for ten seconds again. In the door is still not opened, use the
floor key to unlock the door.
7. Once the door is unlocked, knock on the door thrice and ask for
permission to enter the room.
8. Push the door slightly ajar, and again ask for permission to enter.
9. If no one responds, enter the room and keep the door wide open at
all times.
Cleaning of Occupied Room-
The following are the steps required to be taken while cleaning occupied rooms.
i. Ring the door bell and announce “housekeeping”
ii. If the guest doesn‟t reply or open the door, then do step (i) two more times.
iii. If the guest opens, then ask him/her whether he/she wants the room to be cleaned.
iv. If the guest doesn‟t open the door even after step(ii) then open the door using the
sectional key card and announce housekeeping after entering and finding whether the
guest is sleeping or is in the washroom. If he/she is in the room apologize to him/her and
ask him/her whether he/she wants the room cleaned.
v. If he/she is not in the room after step (iv) then prepare the room to be cleaned
vi. If the guest doesn‟t want the room cleaned in step (ii) and step(iv), ask him/her what time
does he/she want the room cleaned and make a note of the same in the housekeeper‟s
daily task sheet.
vii. If the guest wants the room cleaned in step (iv) and step(ii), then prepare the room to be
Cleaned Firstly, the bed is to be stripped of its linen such as the pillow covers and the
duvet covers

21. and these are supposed to be thrown down the linen chute by a runner.
viii. Fresh linen from the trolley is to be used for making the bed and this is done by laying out
the first bed sheet over the bed cover and then the duvet covered with the duvet cover is to
be laid over the same. The sheets are to be mitered. At the end, the pillows with fresh
covers are to be placed along with the cushions.
xi. light dusting of all the surfaces using a wet wipe is supposed to be done. Glass surfaces
and mirrors are to be cleaned using Taski R3.
x . Garbage is supposed to be disposed in the trash bag in the trolley and while coming back all
the required supplies are supposed to be taken and refreshed such as the bathroom supplies
and the water bottles. It is to be ensured guests personal items are not with the trash.
15. The washroom is to be cleaned
16.Guest items if found lying astray are supposed to be organized and kept.
17.The room is then mopped and then exited
Cleaning of Check-out room-
These are rooms in which guests have already checked-out and the room is supposed to be made
for the next guest. The cleaning of this room is done by the following methods
1. Ring the door bell and announce “housekeeping”
2. If nobody replies or open the door, then do step 1 two more times.
3. If there is no one in the room, then open the door using the sectional key card and
announce
4. housekeeping making sure it is empty.
5. Prepare the room to be cleaned.
6. The room is to be serviced with the door kept open
7. First the garbage is supposed to be disposed of in the trash bag and then all the required
8. supplies such as the bed linen and the bathroom supplies are to be taken in
9. Make sure the guest has not left any items and if so, then give the same to the
housekeeping
10. desk who will make note of it in the lost and found register.
11. Firstly, the bed is to be stripped of its linen such as the pillow covers and the duvet
covers and these are supposed to be thrown down the linen chute by a runner.
Fresh linen from the trolley is to be used for making the bed and this is done by laying
out the first bed sheet over the bed cover and then the duvet covered with the duvet cover
is to be laid over the same. The sheets are to be mitered. At the end the pillows with fresh
pillow covers are to be placed along with the cushions.
12. All the supplies used are to be refreshed.
13. One water bottle is to be placed in the bedside table and two are supposed to be kept in
the counter underneath the television.
14. Dusting of all the surfaces using a wet wipe is supposed to be done. Glass surfaces and
mirrors are to be cleaned using Taski R3.
15. The bathroom is then cleaned by the attendants
16. Air Freshener of jasmine scent is used to make the room aromatic.

22. 17. The room floor and the carpet are then vacuumed to make sure no dirt lies on the
surface.
18. The room is then mopped and exited.
Cleaning of Bathrooms-
1. The water closet is first flushed and then R6 is poured into it around the edges.
2. The shower cubicle is likely to be wet, so the entire cubicle is wiped using a rubber blade
after checking that the water faucets and drains are functioning properly
3. Attention is given to the glass door as it is likely to have water marks.
4. It is sprayed with R3 and then wiped with a glass cloth.
5. The bath tub is also filled partially with hot water and then it is wiped dry.
6. Then the sink, the area around the sink and the mirror is wiped dry.
7. Attention is given not to leave water marks on glasses or faucets.
8. The water closet is then scrubbed and flushed.
9.
At the end of the shift the housekeepers do the following work:
1. Cleaning of the corridors in the floor as well as vacuuming of the carpets.
2. The housekeeper‟s trolley is refilled.
3. The daily work sheet is then passed over to the floor supervisor.
Public Area Cleaning
Public areas include lobby, guest elevators, restaurants, health club, executive offices, beauty
parlor, main porch etc. These areas are the guest contact areas for the hotel, so they must be
looking their best at all times.
If the lobby is littered, the whole establishment suffers, as it creates a bad impression on the
guest. The public area cleaning jobs like floor washing, mopping, vacuuming, etc. or using of
heavy equipment is carried out during the night or early morning hours, as the public present
during these hours are comparatively lesser.
Front of the house:
There is one associate per shift to look after each of these areas:
i. Entrance
ii. Lobby Lounge
iii. Lobby areas
iv. Banquets
v. Spa
vi. Men‟s restrooms
vii. Women‟s restrooms
Back of the house areas:

23. There are at least two associates to look after these areas in the hotel.
i. Men‟s locker room and restrooms
ii. Women‟s locker room and restrooms
iii. Management offices
iv. Service elevator areas
v. Lobbies
Housekeeping Control Desk
The housekeeping control desk is the nerve center of the housekeeping department.
It is the one-point contact for all housekeeping activities which also controls, co-ordinates and
keeps a constant link among the various activities taking place at different locations by
housekeeping staff.
i. Coordinates with the front office for room status. updating of and sorting out room
discrepancy issues.
ii. Coordinates with the maintenance department regarding guest room maintenance issues.
Responsible for Departmental keys and guest room master cards.
iii. Responsible for all calls coming to the Desk and to convey the right message to the right
person.
iv. Maintaining records related to day-to-day operations of Housekeeping.
v. Follow up with concerned departments in case of guest requests/ complaints.
vi. Updating the housekeeping data board with information like VIP in-house, today's
occupancy percentage, arrivals, departures, to do list, etc.
Coordination of Housekeeping with other departments
1. MAINTENANCE
i. The maintenance department is responsible for the provision of engineering facilities that
contribute to the comfort of guest and increase the efficiency of staff.
ii. The housekeeping department depends on maintenance to keep things in order.
iii. While carrying out their schedule work, housekeeping employee may find some
deficiencies in the hotel facilities, such as faulty electric plugs, dripping faucets, leaking
pipes, or malfunctioning air-conditioning units or WC cisterns
iv. The housekeeping department often takes the first steps in maintenance functions for
which the maintenance is ultimately responsible.
v. However, these deficiencies and faults should be immediately reported to maintenance.
vi. A need for urgent repairs is reported to maintenance over telephone and these requests
are usually dealt with promptly if the rapport between the two departments is good.
2. FRONT OFFICE

24. i. The front office must provide lists for expected arrivals and departures for the day in
advance, and notify housekeeping of actual arrivals and departures as and when they
occur.
ii. Handover of occupancy report to the housekeeping department
iii. To ensure efficient rooming of guests, both housekeeping and front office must inform
each other of changes in a room‟s status. Out of order, under repair, or similar, is
important for proper room‟s management.
iv. When unoccupied rooms are cleaned and inspected, the floor supervisors call the
housekeeping desk attendant, who in turn informs the front office that the room is ready.
The front office then updates the room‟s status to „vacant and ready‟.
v. The housekeeping department also receives the following information from the front
office VIPs in house – this information is essential so that the staff can take a little extra
care and keener precautions in cleaning and supervising VIP rooms.
vi. Group in the house – The group rooming list must be provided before the group‟s arrival
as groups tend to move together in terms of arrival, departure, sightseeing tour, and
meals.
3. SECURITY DEPARTMENT
i. The coordination here is mainly concerned with the prevention of fire and thefts and the
safekeeping of keys and lost property.
ii. There are many potential security hazards on the floor due to which this liaison is of
immense importance and housekeeper cooperates by endeavoring to see that
housekeeping staff are aware of the possible hazards.
iii. Housekeeping personnel should also report anything of a suspicious nature immediately
to the security staff.

25. FRONT OFFICE
Front office manager- Ms. Angana khan
HIERARCHY
(PIC21)
Introduction
The front office is often stated as being the nerve center of the hotel. The duties performed by
this department ranges from handling luggage of the guests, checking in guests to the room,
accumulate and post all charges made by guest to their bills, answer guest queries and solve
guest complaints and finally checking them out .
The front office is described as being the first and final point of contact between the guest and
the hotel. So therefore, it is the department‟s ultimate responsibility in making a sure that the
guest enjoys his/her stay at the hotel. The front office can be divided into various section such as
bell desk, concierge, reception, reservation, cashiering.
The front office department of a hotel holds the utmost importance in view of the nature of a
business in a hotel. Revenue collected from the selling of rooms contributes more than 75% of
the hotel total sales. Thus, the functions of the front office department are to allocate rooms to
the guest and act as a continuous source of information to the guest staying at the hotel. Other
major functions of this department include settlement of guest account, providing guest service,
preparation of guest history card, luggage handling, airport pick-up etc.

26. RECEPTION
This is the first section where the guest comes in contact with a hotel employee. It is located in
the Front Office and it deals with multiple functions, the main one being checking in or allotting
rooms for individuals or groups. The property management system used in the hotel is
Hotel logic property management system.
When the guest arrives at the hotel, he/she first approaches the reception counter to give his/her
name if he/she has a reservation. If the guest has booked a room in advance then a reservation
card
with all the details are printed and kept ready. The receptionist checks up with the assigned
rooms report also to ensure that the room allotted is vacant. The key card is filled up and the
appropriate key is placed in the card and handed over to the guest.
For registration, everything is done on the computer.
 Room Change
 Key Card Issue
 Taking Guest Messages
 Pre-Arrival Check-in
 Printing of the Registration Card
 Printing of the C-Form
Duties of Reception Associates-
 Help operator with any pending Wake-Up calls / Reminder calls to be completed.
 Check „No Shows‟ from last night and as per policy charge retention
 Print daily report (In-house/departure/arrival/pick-up)
 Check Pick - up and Drop - Report of the Day with Concierge / Travel desk
 Check Registration Cards and update guest profiles on the system
 Front Office procedures of Check-in and Check-out are done as per guest
arrivals/departures.
 Answering guest queries.
 Co-ordinating with Concierge for the Functions of the Day
 Check stationary and oversee the lobby area and Lounge area
 Check all Room Status and discrepancy
 Revise room allocation and assign rooms for any walk-in guest
 Handle Front Office Procedures – Check-In, Check-Out, Cashier procedures
 Verify guest registration cards and update profile in the PMS
 Block rooms for next day arrivals. Refer back to DM for verification

27. Duties of Night Shift Associates-
 Control Room status (dirty/clean/ inspected) and house count
 Check incomplete traces and messages of the day
 Check and log upcoming Wake Up Calls / Airport pickup / drop requests.
 Guest Profiles are to be completed a
Bills are to be sorted and attached to the respective folios of the room
 Night Audit
RESERVATION
The main function of the reservation department is receiving and processing all requests and
reservations. A central reservation system is a useful aid for both the guests and hotel staff. For
guests, they can receive the confirmation of their reservation or cancellation immediately
through the system. For the hotel staff, seamless communication is also necessary between the
central reservation system, front desk department and reservation department in order to update
the hotel‟s inventory on real time basis. Reservation staff needs to check the central reservation
system constantly so as to monitor hotel room availability. They need to avoid overselling rooms
and generate up selling efficiently.
Duties of Reservation Staff
 Processes reservations by mail, telephone, fax or central reservation systems referral.
 Processes reservations from the sales office, other hotel departments, and travel agents.
 Know the type of rooms available as well as their location and layout.
 Know the selling status, rates, and benefits of all packages plans.
 Know the credit policy of the hotel and how to code each reservation.
 Create and maintain reservation records by date of arrival and alphabetical listing.
 Determine room rates based on the selling strategy of the hotel.
 Prepare letters of confirmation.
 Communicate reservation information to the front desk.
 Process cancellations and modifications and promptly relay the same to the front desk.
Bell Desk
Bell desk is a part of the front office that it is responsible for the handling of guest luggage and
as well as escorting of the same to the different sections/rooms as per guests‟ request. They also
are responsible for the left luggage facilities in the hotel and keeps guests‟ luggage in the back
area if they need to keep it there for a short period of time. The two-copy luggage tag is used by
the department so that it serves as an identification of the guest‟s property and reduces chance of
misplacing the guest‟s luggage.

28. Duties of Bell Desk Associates-
 Checks the daily arrival list for VVIPs or guests with special needs.
 To be present at the Concierge/Reception desk or in the lobby to be ready to assist
guests, colleagues and visitors when requested.
 Ensure collection and delivery of guest luggage and equipment in an efficient and timely
manner.
 Tag the baggage and return the other half of the tag to the guest.
 Assists guests with luggage to the front desk.
 Escort guests to room, placing luggage in room assigned by front desk. Rooming
 escorting has been stopped due the covid precautions being taken by the hotel.
 Deliver faxes, messages, packages and flowers to guests‟ rooms and other offices.
 Provide items on loan to guest and collect the items back from guest before departure.
 Ensure the efficient delivery and collection of group luggage.
 Delivery of newspapers is supposed to be done by the night shift. Currently due to the
 covid precautions being taken by the hotel, newspapers are given to the guests only on
 request.
 Collecting the luggage and getting it down to the lobby for a „Check-Out‟ Guest.
CONCIERGE
Concierge may provide custom services to hotel guests. Duties include making reservations for
dining; securing tickets for theatre and sporting events; arranging for transportation; and
providing information on cultural events and local attractions. Concierges are known for their
resourcefulness. Getting tickets to sold-out concerts or making last minute dinner reservations at
a crowded restaurant are part of a concierge's responsibility and reputation.
Duties of a Concierge-
 Develops a strong knowledge of the hotel's facilities and services and of the surrounding
community.
 Provides guests with information about attractions, facilities, services, and activities in or
outside the property.
 Makes guest reservations for air or other forms of transportation as requested.
 Obtains necessary itinerary tickets.
 Makes guest reservations for theatre and other forms of entertainment as requested.
Obtains necessary tickets and provides directions to facilities.
 To ensure that guest luggage records are accurately maintained and all special requests
are met.
 Process and deliver messages for guests.
 Deliver and safe storage of guest luggage
 Arranging delivery of guests‟ messages from outside
 Arranging Transportation for the Guests

29. CASHIERING
The role entails posting revenue centre charges to guest accounts, receiving payments from guest
accounts at check-out. Coordinate the billing of credit card and direct-billed guest accounts with
the accounting division.
All guest accounts are balanced by the cashier at the close of each shift. They normally entail
answering guest inquiries regarding fees and services.
Duties of a Cashier-
 Obtains the house bank and keeps it balanced.
 Completes guest check-in procedures.
 Clarifies customers questions or concerns about the charges on their bills.
 Maintains adequate supplies of outlet stationery for cashiers.
 Assists with distribution of month end reports as directed by accounts or front office
manager.
 Maintains a track of all high balance guests.
 Check and follow up on all bills on hold.
 Follow up on all deposit dues / deposit to be paid.
 Post charges to guest accounts.
 Complete guest check-out procedures.
 Settle guest accounts.
 Dispense guest records after the guest checkout
 Handle cash, traveler‟s cheque, credit cards and direct billing requests properly.
TELEPHONES
 This section is the center of the entire hotel‟s telephone activity.
 All calls made to the hotel‟s landline number are directed here.
 Telephone operators are present at all times to attend the calls
 Calling up guestrooms is the job of this section.
 This section is also responsible for connecting calls.
 The Duty Manager is responsible for ensuring smooth operations in this section.
GUESTROOM INVENTORY
1. Yama - 6
2. Niyama - 3
3. Asana - 3
4. Pranayama- 3

30. 5. Prathyahara- 3
6. Dhayana-3
7. Samadhi - 3
8. Radha krishna kutir
9. Shiv shakti kutir
10. Vedic village suite
DIFFERENT PACKAGES
1. PANCHAKARMA
Panchakarma is a sanskrit word that means "five actions" or "five treatments". This is a process
used to clean the body of toxic materials left by disease and poor nutrition.
Panchakarma is highly individualized based on the needs of the individual as determined by the
ayurvedic doctor. It is recommended on a seasonal basis, as well as when an individual feels out
of balance or is experiencing illness.
Ayurvedic massage is a core component of the treatments. It is a very relaxing and healing
experience. Massage opens the body's energy paths, stimulates and enhances the circulation of
body fluids,activates the lymphatic system,regulates the digestive system,improves skin and
revitalize the body‟s self healing mechanism.
Well trained therapists must administer these procedures and a knowledgeable expert who can
recognise the signs of properly and improperly administered Panchakarma must supervise the
therapy.
The specialist at Veda5 have been working since many years and decades.
Deluxe room
₹11,500 / per person
Superior room
₹12,500 / per person

31. 2. YOGA AND AYURVEDA
It includes:-
* Ayurveda detox package
* Stress management package
* Weight loss package
Deluxe room
₹11,000 / per person
Superior room
₹12,000 / per person
3. REJUVENATION & DE- STRESS
Veda5's ayurveda rejuvenation treatment supports the being with longevity, memory and
mental boost,good health, youth, great complexion, voice and strength of sensory and motor
organs. The primary aim of this rejuvenation treatment is to maintain youth and extend the
beings longevity.
The programme is ideal for guests who stay for a short time and wish to spend holidays with
health-promoting activities like traditional ayurveda, yoga , meditation, and specific ayurvedic
diet.
Deluxe room
₹9,700/ per person
Superior room
₹11,000/ per person

32. FOOD AND BEVERAGE SERVICE
Food and beverage director- Mr. Sanjay dutt
Hierarchy
INTRODUCTION
Food and Beverage Department (F&B) is responsible for maintaining high quality of
food and service, food costing, managing restaurants, bars, etc.

33. Food and Beverage Service is the service of food made in the kitchen and beverages
prepared by the service team for the customers at the Food & Beverage premises in the
hotel, which can be: Restaurants, Bars, Lounges, Coffee Shops, Banquets, in room
dining.
The hotel’s food and beverage department is responsible for a high revenue percentage
of the hotel and it also affects the revenue coming from the rooms since many guests
prefer to stay at hotels that has good food and beverage outlets.
Hotels having good banqueting facilities also affect the booking of rooms by the guests
coming for the event.
Therefore, Food and Beverage department is responsible for creating the image of the
hotel in the eye of the guests, since the level of service in a restaurant can affect its
public image.
The food and beverage service department also has the highest number of trainees
working compared to the other departments because of the highest workload especially
during times of rush when work has to get done at an efficient pace without spoiling the
image of the hotel.
IN ROOM DINING
In room dining delivers food from the onsite restaurant to a guest’s room. The staff
provides all dishes, cutlery and trays. This allows guests to enjoy their meals in bed or
at the table. Room service also extends to alcoholic drinks. However, many rooms have
a stock of such beverages in the mini-fridge. Room service is a convenience.
It allows guests to eat in privacy or outside of regular restaurant hours. Most hotels take
food orders throughout the day, accommodating late comers and early risers. In many
respects, room service also saves time.

34. Guests can get ready in the morning while their food is prepared. This avoids restaurant
waits and reduces the time between eating and starting the day.
Duties of IRD Associates:
 Set tables, trays according to type of food ordered and the hotel’s service
standards
 Responsible for cleaning and removing the trolleys/trays from guest rooms and
corridor.
 Serve guests their food and beverage in prompt, courteous manner as per the
standard sequence of service.
 Maintain cleanliness of work areas, chinaware, glassware, etc., throughout the
day.
 Report cleanliness and maintenance issues to the immediate supervisor
 Assist in carrying out scheduled inventories of products and operating
equipment.
 Ensure that the place of work and surrounding area is kept clean and organized
at all times.
ANNAM RESTAURANT

35. 1.Annam is the fine-Dine restaurant in the hotel, which serves only sattvik food to the
guest.
2. It has a total capacity of 70 covers.
3. The operation hours for Annam are:
 Breakfast: 6:30 a.m to 10:30 a.m
 Lunch : 12:30 p.m to 3:00 p.m
 Dinner : 7:00 p.m to 11:00 p.m
4.The restaurant does not serve non-vegetarian food and alcoholic drinks.
5. In Annam restaurant, even onion and garlic are not used in cooking.
6. Annam has it's separte kitchen and specialised staff who prepare sattvik food only.

36. 7. The restaurant menu has a special dish each and everyday, which is healthy,
nutritious and tasty all at the same time.
8. Veda5 in Rishikesh has its own organic farm and kitchen uses the produce to prepare
nutritious, exotic and delicious pure-veg meals for the guests.

37. 9. The kitchen is instructed by Ayurveda doctors to provide customized as per guests
undertaking Ayurveda and Panchakarma treatments.
10. The chef also take cooking classes and teach special ayurvedic meals to the
guests.

38. FOOD PRODUCTION
Executive chef- Chef Ashok
Hierarchy
INTRODUCTION
The Food Production department, generally referred to as the kitchen department is responsible
for the preparation of food which is to be served to guests as and when requested. The kitchen
department offers different varieties of cuisines from all around the world and therefore serves
different cuisines for different outlets in the hotel for ease of service and establishment of
standards for the same. The hotel has Annam restaurant with its separate kitchen and staff
cafeteria.
Annam kitchen - Indian cuisine (serves all the three meals of the day)
Staff cafeteria - Responsible for making and serving the Food for all the Hotel Staff. Operational
throughout the day and night. Service at pre-decided times.

39. Procurement Of Ingredients:
1. The Sectional head, see the next day‟s pre planned menu and make a list of the ingredients
that they need, along with the Quantity.
2. The List is then Checked and Approved by the Head Chef of the Outlet.
3. A Requisition is made on the Online Portal for all the items required.
4. It is then sent to the Executive Chef for his approval.
5. Once approved by the Executive Chef, the Stores receive it.
6. The store checks the requisition and give the ingredients needed by the kitchens, after
checking if the ingredients are available and up to the mark (Quality Control).
7. One Chef from a Section along with the Interns, goes to procure the needed items with a big
trolley.
8. Everything is collected from the main store as per the requisition.
9. It is then stored in the Dry Store/Freezer/Refrigerator, according to the temperature it needs
to be stored at.
10. If a particular ingredient has the N/A Status (Not Available), a substitute is either found for
it, or the Menu for the next day is changed according to the availability of Ingredients.
Annam kitchen :
This Kitchen is the only kitchen in the entire hotel that is open for orders throughout the day.
Breakfast Buffet is served at Annam Kitchen and it serves Indian as well as continental breakfast
to the guest.
The Kitchen is divided into 5 Sub sections:
 Indian section
 Continental section
 Tandoor section
 Live Counter (used for morning breakfast service & Sunday brunch)
 Pantry
 All Indian dishes are made in the Indian Section.
 All cold food dishes and sandwiches are prepared in the Pantry
There are three main shifts in the kitchen i.e., Morning, Afternoon and Night shift. Each shift has
to do mise en place for the next shift.
Mise en place is done to avoid delays during the shift.
When working at the live counter it is compulsory for one to wear gloves at all times as it is an
open restaurant. Along with gloves, overall tidiness is also important.

40. Any order placed at the live counter should not take more than fifteen minutes to be prepared and
every order should be sent with accompaniments on the side.
 Coconut, Tomato Chutney and Sambhar with Dosa.
 Chocolate Sauce, Maple syrup and Whipped Cream along with waffles and pancakes.
 Sweet curd and pickle with Parathas.
 Chole and pickle with Bhature/Kulcha
 Aloo bhaji and curd with Poori
 Coconut, Tomato Chutney and Sambhar with Idli.

41. CONCLUSION
The period of Industrial Training at Veda5, rishikesh as well as at Club mahindra varca,
goa have helped me immensely.
During the course of this training period, I have gained practical insights on the hotel
industry.
I have also gained hands-on experience regarding the day-to-day operations of a five-
star hotel.
Most importantly, this experience has deeply enhanced my interest in this industry.
I consider myself fortunate for getting the opportunity to work with such experienced and
helpful individuals who took their time out to explain to me the details of the task at
hand. With their help and guidance, I have gained a lot of knowledge regarding the
functioning of this industry.
The training has also made me aware of the complex functioning of a large property. It
has also made me more appreciative of a healthy work environment. I have learnt the
importance of a professional work environment.
Lastly, I would like to mention that this industrial training exposure, has not only
expanded my knowledge regarding this industry, it has also strengthened my character
as an individual.