This is an industrial training report.

1. IT REPORT
Name- Ranjan Kumar Gupta
Roll No.- 2041116309
College- IHM Mumbai
Resort name- Club Mahindra Assonora
Resort Location- Assonora, North Goa
Date of Commencement- 20th
December 2021
Training Ending Date- 8th
of April

2. Acknowledgement
To begin with, I’d like to thank the Principal, HODs, Training coordinator and all my teachers for their
support and guidance and for providing an enriching opportunity to undergo training at Club Mahindra
Assonora, Goa. This has been a wonderful experience and has been helpful in the development of my
knowledge and skills as a part of the hospitality industry.
I would also like to thank the property for allowing me to undergo my training at their
esteemed hotel. It was an amazing experience to work under a caring and supportive staff, who have
excelled in their field of work in the hospitality industry.
I thank you all for providing me this great opportunity.

3. Index
S.no Content Page no.
1 About Mahindra
2 About Club Mahindra
3 Training Schedule
4 Front office
5 House keeping
6 Food and beverage service
7 Food Production
8 Conclusion

4. About Mahindra
Mahindra group is a Multination Conglomerate Company owned by Mr. Anand Mahindra. The company has
a diversified portfolio in 11 sectors and 23 industries. Sectors like aftermarket, aerospace, Argi business,
farm equipment’s ,financial services, hospitality, Information technology, partners, real estate, Two
wheelers and automotive. Mahindra group employees over 250000 employees
Mahindra and Mahindra was build in by malik Ghulam Muhammad and J.C Mahindra and K.C Mahindra in
1945 to trade steel. During the partition of India in 1947 and companies name was change from Muhammad
and Mahindra to Mahindra and Mahindra .
Mahindra brother began trading steel with UK suppliers and they won contract for willys jeep in India
production stated in 1947 and now it is known was Mahindra Thar bestselling off-road vehicle with waiting
period of 15 to 18 months. Mahindra and Mahindra got listed in BSE in 1956.Mahindra group started
exporting vehicle and parts in multiple counties.1982 Tech Mahindra was born this was time when
information technology is in initial stages.
In 1994 group was diverfied into 6 sectors automotive, farming, technology, infrastructure, trade and
finance.And in 2000s new MD was appointed Mr.Anand Mahindra. He Succefully launch Mahindra Scorpio
in 2002 and it began the highest selling SUV in India.
And now Mahindra group is in 23 industries and in over 100 countries.with revenue of 74,000 crores
rupees(2021)

5. Industries Of Mahindra Group and Company Names
1. Aero structures- Mahindra Aerospace
2. Information technology- Tech Mahindra ,Mahindra Comviva, Bristlecone
3. After Market-Mahindra First Choice Wheels
4. Insurance Broking-Mahindra Insurance Broking , Paybim
5. Agriculture Industry-Mahindra Agri, EPC by Mahindra,Saboro Fruits , Krish-E
6. Logistics- Mahindra Logictics, MERU ,Porter
7. Automotive- Mahindra Automotive, Autotive Passenger Vehicles , Automobili Pininfarina,
Mahindra Customization, Mahindra Spares
8. Mutual Funds- Mahindra Manulife Investment Management Pvt Ltd
9. Boats-Mahindra Marine Private parts
10. Power Backup-Mahindra Powerol
11. Clean Energy- Mahindra Susten ,Mahindra Solarize ,Mahindra Teqo
12. Real Estate and Infrastructure- Mahindra Life space developer limited, Mahindra works city
developer, Mahindra water Utility
13. Retail –M2ALL, Mahindra Retail Pvt Ltd,First Cry,East India Company
14. Construction Equipment’s-Mahindra Construction Eqipments
15. Rural Housing Finance-Mahindra Ruarl Housing Finance
16. Consulting-Mahindra Consulting Engineers
17. Steel-Mahindra Sanyo Special Steel PVT ltd
18. Defence-Mahindra Defence System , Mahindra telephonic integrated System
19. Trucks –Mahindra Truck and buses
20. Farm Equipment’s- Mahindra Tractors ,Swaraj Tractors ,Mahindra Usa (Tractors), Mahindra Yueda
(Yancheng) Tractor Company Ltd - Jinma Tractors ,Gromax Agri Equipment ,Mahindra Tractor
Implements
21. Two Wheelers- Mahindra two wheeler, Scoot,BBA Jawa,Peugeot Motorcycles
22. Hospitality -MHRIL
23. Vehicles and equipment Finance –Mahindra And Mahindra Financial Services

6. MHRIL (Mahindra Holidays & Resort India Limited)
Club Mahindra Holidays is a 1996 Indian hospitality company. It is a subsidiary of the Mahindra Group and
offers timeshare vacations. Mahindra Holiday & Resorts India Limited (MHRIL) is a subsidiary of the
Mahindra Group's Leisure and Hospitality division. Its main product is vacation ownership, and its flagship
brand is "Club Mahindra." MHRIL primarily provides family vacations through vacation ownership
memberships for a period of 25/10 years.
In 1996, Club Mahindra Holidays was incorporated as Mahindra Holidays and Resorts India Limited
(MHRIL). In 1998, the company's status was changed to public limited company. The company opened its
first resort in Munnar the same year. In 1999, it opened its next resort in Goa. Currently, the company
operates and manages over 100 resorts around the world, 71 of which are in India. Mahindra Group,
MHRIL's parent company, is a US$19 billion multinational corporation. The parent company employs 2
lakh people in 100 countries worldwide.Club Mahindra owns and operates over 100 resorts in India and
abroad, and is affiliated with over 4,500 RCI resorts. Outside of the United States, it is the world's largest
vacation ownership brand (US).
Customers with a Club Mahindra membership can take a week off every year for the next 25 years, subject
to eligibility and availability. Members can exchange stays at Club Mahindra resorts, Holiday Club Oy
resorts, or RCI-affiliated resorts.. Members can also choose a ten-year contract. When purchasing a
membership, members select a specific season and apartment. They can plan their stay outside of their
season and apartment through the exchange programme or carry forward their annual entitlements, subject
to certain limitations. The holiday seasons are classified into four categories: purple, red, white, and
blue.Mission- Happy Family
Vision- Top 5 Vacation ownership by 20

7. Club Mahindra Resorts
GOA
Madhya Pradesh
Maharashtra

8. Rajasthan
Andhra Pradesh Pondicherry
Karnataka
Kerala

9. Tamil Nadu
Himachal Pradesh

10. Uttrakhand
West Bengal

11. Club Mahindra Assonora, Goa
About Assonora village the iconic chapel built by the Mapusa priest Father Antonio Xavier de Braganca in
1885 is steeped in interesting legend and history and it's not just a case of prominence because of its
architectural finery.
The local people have a sentimental attachment to the chapel dedicated to St Michael as generation after
generation have belive the archangel kept watch over the village from the top of the hill. Truly with its
unique façade and its ideal location the chapel of St Michael because a landmark in Bardez
The resort – Club Mahindra Assonora Goa is located amidst the greenery and hills surrounding the entire
property away from the hustle and bustle of daily mundane life The UPS of the property is its Indi-
Portuguese style architecture and its water park situated in the middle of the resort making its unique
experience for its guest
Location About 12km away from Mapusa town and 24 km away from Panjim
Location: North Goa
Resort Area: 43 Acres with its water park
Room
Category and
breakup
Room Category
: studio -98,1
bedroom -54,
Check In time:
02:00 pm
Check out time : 10:00am
Number of blocks 4 Blocks
A1 Block: Floresta (Forest)
A2 Block: Cenico (Scenic)
A3 Block: Rio (River)

12. B1 Block :Paraiso (Paradise)
Amenities In Room
Studio Room
Studio Room
Area: 415 Sqft
Pax 2 Adult and 2 children/ 3 adult
Pieces of equipment: • King Size bed
• Sofa cum Bed
• Dining Table
• Tea coffee maker
• LCD TV with cable connection
• Partial Dry Kitchenette with refrigerator microwave oven
• Air condition
• Safety deposit locker

13. 1 bedroom
1 bedroom
Area: 580 Sqft
Pax 2 Adult and 2 children
Pieces of equipment: • Bedroom and living space, King size bed and sofa cum bed
• Furnished with modern amenities
• Tea Coffee makes
• 2 LCD Tv with cable connection
• Partial Dry kitchenette with refrigerator microwave own
.citrus juicer
• Air condition/ Safe deposit locker
Other facilities
Housekeeping Room cleaning ,laundryservice for guest has amenities for
senior and toddler needs
Car wash : self wash
Driver facility ; Not applicable
Mobile Connectivity : Jio and vodafone
WIFI : lobby and activity center (complimentary), room (chargeable)
Smoking : Only in designed area (Next to holiday world)
Medical Assistance “ we have staff who are trained to be first aid marshal.Basic
Medical Asistance and medicine available
Curries –Fun Dining Restaurant

14. Curries –Fun Dining
Location Lobby Level
Seating capacity 160 covers indoor and 32 covers outdoor
Operation Hours
-
Breakfast:
-Lunch:
-Dinner:
07:30-10:30 hrs
12:30-15:30 hrs
19:30-22:30 hrs
Type of service Buffet and A la Carte
Type of food Indian,Asian,Western,Goan,Vegan,Kids Food
Beverage Bartender special cocktails and refreshing
moctails,wines,beers, spitits and indian coolers
Entertainment Recored music from Mood Media.Popular Goa
artist will perform live entertainment in the evening
on a rotational basis

15. Plunge-Pool Bar
Plunge –pool Bar
Location Swimming pool complex
Seating capacity
Operation Hours
09:00-21:00 hrs
Type of service A la carte
Type of food Alfresco-mediterranean
Beverage Cocktails,moctail,beers,wines,milkshakes,juices,hot
and cold tea/coffee
Entertainment Recored music from Mood Media and Happy Hub
Perfotmace

16. Training Schedule
Training duration:
13 weeks ( 20th December 2021 to 8th April 2022 )
Department 1
Front office
Sections – Bell Desk and Front Desk
Duration- 20th December 2021 to 9th January 2022
Department 2
House keeping
Section – Public area and floor
Duration- 10th January 2022 to 30th January 2022
Department 3
F & B service
Section-Public area and Floor
Duration- 31st January 2022 to 20th February 2022 and 21st
feb 2022 to 15th
march 2022
Department 4
Kitchen
Section- Curries restaurant kitchen and Indian Kitchen
Duration- 16th
march 2022 to 8th
April 2022
Clearance - 9th April 2022

17. Front Office
The Front Office Department is the image and nerve centre of the hotel property. This department is so
called as this is the first view an outsider gets of the entire hotel operations. Communication with the guest
and accounting of the transactions are two of the most important operations of the front desk.
Answering guest inquiries about the hotel services, requests for information on guest room availability,
housekeeping department inquiries concerning guest reservations, effective communications with guests,
employees and other departments, are a few of the routine tasks performed constantly by a hotel front desk.
Accounting procedures involving charges to registered and non-registered hotel guest accounts is also one of
the daily important tasks carried out by the front desk employees.
The accounts must be updated accurately and on timely basis as the guest may want to settle his/her account
at any time of the day. Keeping all this data organized is of top priority of a good Front Office Manager.
The Front Office is responsible for the sale of hotel rooms through a systematic method of reservations,
followed by registrations and assigning of rooms to guest. The profit percentage from sale of rooms is very
high and it is what decides the business made by the hotel.
MISSION STATEMENT
We provide authentic hospitality. We make a difference in the lives of those we ‘touch’ everyday, which is
our definition of hospitality. We do this in an environment that respects all people and all ideas. We it in an
efficient way that leads to superior results.

18. • Location
• Front Office areas include reception and cashiering. These areas are located on Lobby
level.
• OperatingPhilosophy
• Employees will promote a work environment that encourages personalised and friendly
service.
• Employees are not restricted behind counters, but are stationed by the lift landings and
lobby areas on lobby level to greet, welcome and assist all guests.
• Knowledgeable employees will provide recommendations and direct guests personally to
their desired locations.
• Employees will adopt a never say “No” approach to any guest request. If a guest cannot
be completed a suitable alternative will be arranged.
• Employees are encouraged to take ownership in serving guests so as to exceed
expectations.
• At registration, guests will be welcomed to Conifer Wood Cottage, Return guests will be
welcomed back using the guest name where ever possible.
• Upon Checkout, guests will be escorted to the main door and bid farewell.
• When greeting the guest on the telephone or at the desk, Staff are to greet the guest by
name at all times.
• Guests Preferences and requests are to be shared in daily communication meetings
creating awareness within the entire division ensuring that guest expectations are met.
• Concentrate on creating and using an extensive Guest history database.
Hours of Operation
• The Front Office will operate on a 24-hour schedule. One Person will be at the desk for
operational Purpose.

19. SUB-DIVISIONS OF THE FRONT OFFICE DEPARTMENT:
The Front Office may be sub-divided mainly into the following main departments, namely:
❖ Reservation
❖ Reception
The Front Office department takes care of all the functions in the hotel, by taking reservations, registering
guests and providing information to the guests during their stay in the hotel.
RESERVATIONS:
This is a section of the Front Office which is the hub of the department. Here, request for rooms reservation
from various sources are taken, and the information is processed properly documented, stored and retrieved
at the time of registration are done. Rooms being a highly perishable commodity (as the sale of room is
linked with a time element), it is the duty of the Reservation Department to see that the rooms are not
allowed to perish.
Modes of Reservation:
The different modes of reservation are:

20. ❖ Letters/ Fax
❖ Telegrams
❖ Telephones
❖ In Person
❖ E-mail
❖ Online bookings
Sources of Reservation:
The usual sources of reservation are, wholesale tour operators, travel agents (local and foreign), groups,
online travel sites, companies, institutions and embassies.
Types of Plans:
A plan is a package proposal of rooms + meals and sometimes, even travel. The various plans offered are
Continental plan that include room rate and breakfast . Some plans include breakfast, room rent and dinner
or at times free internet access.
Process of Reservation:
When any kind of reservation is made, the first thing done by the reservations personnel is that the
availability of rooms is checked in the requested hotel. All the details, such as the name of the guest making
the reservation, details, address, contact number, date of arrival and departure, mode of payment, room type,
type of plan, number of person,and so on.
Once the details are entered and reservation is made, Rooms are then blocked by the hotel reservations as
per the dates in the booking made. These blockings are made on a temporary basis and can be changed as
per room availability.
Group Reservations:

21. Special importance is given to group reservations. A Reservations Assistant is appointed as the Group
Coordinator who is responsible for handling all the operations relating to the group and coordinating with
the group agent. 1 day prior to the arrival of the group, a group rooming list is prepared and given to the
Reception, Housekeeping and also to the Cashiers for bill settlement.
RECEPTION:
Here is the first opportunity where the hotel meets the client face to face. The first impression that the Front
Desk Clerk makes on the guest should be positive as this is what portrays the standards of the hotel. Here, at
Conifer Wood, the guest is welcomed with folded hands and a smile.
The communication that takes place at the Reception is the deciding factor in the guests mind whether the
stay he/she will be having would be a pleasant one or not. A smooth Registration is a sign of good guest
relations skill from the hotels side.
Types of VIPs:
V1 (sky blue colour)
❖ Head of states- Prime minister and president.
❖ Potential developers.
❖ Courtesy card holders.

22. ❖ VIPs as per General Managers or owners.
❖ Top VIP.
V2 (green colour)
❖ Diamond guest.
❖ Celebrities from entertainment world.
❖ Top corporate (COO, CEO, CFO, President, Managing Directors and regional positions only)
❖ Guests from embassies and consulates.
❖ Ministers from India.
❖ Guests on-site inspections.
❖ All suite guests.
❖ Guest visits more than 50 times
V3 (yellow colour) -
❖ Special attention.
❖ Honeymooners.
❖ VIPs as per Group resumes.
❖ Guest visits from 15 – 50 times.
V4 (Red colour)
❖ Disabled guests.
V 6 (Dark blue colour)
❖ Long stay guests (14 days and above)
V 7 (White colour)
❖ Guest recognition/ First time guests.
V 8
❖ Previous guest feedback.
Birthday
❖ Half kg chocolate cake/ chocolate truffle cake.
❖ Flower bouquet on request.
❖ If the guest is checking out on his birthday hotel gives 6 pieces chocolate box.

23. BELL DESK
The Bell Desk is responsible for guest baggage handling at the time of arrival and departure. The Bell Boy is
the person who keeps a proper record of the number of bags and is responsible for delivering them to the
right guest at the right time.
The baggage is tagged and the proper room number is written. As soon as the guest checks in, the baggage is
taken by the bell boy to the room. The newspapers are also placed by the bell desk personnel in the rooms.
The various parcels and packages that arrive for in-house guests are entered in a register at the Bell Desk
and then delivered by the bell boy to the concerned guest. Any luggage the guest wants to keep for some
time can keep it at the Bell Desk.
Procedure of Accepting Luggage during Check IN:
❖ The guest luggage is taken out from the car.
❖ The luggage is passed through the security conveyer belt.
❖ The Name of the guest is mentioned on the luggage tag.
❖ The lower portion is filled with similar details and given to the guest.
❖ The head sends the bell boy with the luggage to the guest room.
COORDINATION WITH OTHER DEPARTMENTS
Housekeeping:
The coordination between these 2 departments is very important. The rooms are only saleable if the
housekeeping department makes sure that the hotel standards are fulfilled. The Reception has a two-way
communication with the housekeeping to enquire about departure rooms, out of order rooms, cleared rooms,
red slip etc. As the guest checks out of the room, the Front Desk staff immediately updates the room status
on the system.
The housekeeper collects all the departure rooms, gets them inspected and cleared and updates the system
thus making the rooms available for sale at the Reception front. All double locked rooms are noted and
informed to the Lobby Manager. Any guest requests for special flower arrangements are given to the flower
room.

24. Food and Beverage Service:
Guests coming into the hotel enquire about the restaurants or about the meetings or functions held in the
hotel at the reception. The Front Office is notified about the functions happening in the hotel on that
particular day by the Food and Beverage department so that any guest enquiring about the same can be
guided properly.
Whenever any restaurant is under renovation or any special offers are put up in the restaurants, the Front
Office is notified about the same so as there is no inconvenience.
Any amenities that are to be placed in the room such as; chocolates, cookie platter, cakes, special fruit
platters, etc. are given to the In-Room Dining on an Amenities Voucher signed by the Lobby Manager. The
butlers place the same in the room as requested by the guest.
TASKS PERFORMED:
❖ Collecting and checking arrival list for the day.
❖ Meeting and greeting reserved guests and assisting them with their luggage.
❖ Accompanying guests to vehicles and conveying on-going hotel events.
❖ Assisting Bell Services at hotel entrance during busy hours to ease workload.
❖ Identifying mistakes/errors, conveying them to senior authority and rectification.

25. Housekeeping
Cleanliness, hygiene and maintenance of the hotel premises are of utmost importance in the hotel industry. It
is a must that all these essential qualities are maintained in any first class establishment and it is this need that
brings the housekeeping department into light.
Besides room cleaning, it is responsible for the cleaning, up keep and over all status of the hotel. This
department is responsible for cleaning and maintaining hotel and its premises.
A hotel earns nearly 60% of its revenue by sale of rooms and a room not sold is revenue lost. This makes it
very important to have the departure rooms cleaned immediately and with least delay.

26. AMENITIES PLACEMENT
BEHIND THE DOOR
⚫ Fire Exit Map
⚫ Privacy Please Card
⚫ Housekeeping Assistance Card
WARDROBE
⚫ Laundry Bags
⚫ Electric Iron
⚫ Iron Board
⚫ Coat Hangers
⚫ Electric Safe
⚫ Cloth Hangers
WRITING TABLE
⚫ In Room Dining Menu
⚫ Telephone
⚫ Stationary
⚫ Notepad
⚫ Various Magazines
⚫ Reading Lamp
⚫ Dustbin
⚫ Hotel Information Book
⚫ Folder With Envelopes
BATHROOM
⚫ 2 Hand towels
⚫ 2 Face towels
⚫ 1 Bath mat
⚫ Hair dryer

27. ⚫ Tissue box
⚫ Dental kit
⚫ Shaving kit
⚫ Dustbin
⚫ Hand soap
⚫ Body moisturizer
⚫ Toilet roll
⚫ Body gel
⚫ 2 Water Bottles
⚫ Bath soap
⚫ Sanitary bag
⚫ Sanitary napkin
BED
⚫ Mattress
⚫ Mattress protector
⚫ 2 Bed sheets
⚫ Duvet
⚫ Duvet cover
⚫ 4 Feather Pillows
⚫ Bed Runner
⚫ Pillow cover
LAUNDRY, LINEN ROOM AND UNIFORM ROOM
The Laundry, Linen Room and Uniform Room are sub-sections of the housekeeping department. These 3
departments are interconnected in a certain way. All the linen and uniforms are handled between these 3
departments.
The soiled uniforms are collected and sorted in the uniform room and sent to the laundry for washing. Once
washed, they are sent back to the uniform room where they are put in racks as per the employees rack
numbers.
The soiled bed and bath linen are separated. Further, they are sorted as bed sheets, pillow slips, duvet covers,
bath towels, hand towels, face towels and rugs.

28. The soiled linen is washed, dried, ironed and stacked in the linen room on their respective racks.
The laundry, linen room and uniform room are all located in the basement level. The linen room and laundry
are attached to each other making the transport of linen easy and hassle-free.
SIZES OF LINEN
BED LINEN:
Single Mattress Protector: 42″ x 78″
Double Mattress Protector: 72″ x 78″
Single Bed Sheet: 76.4″ x 119″
Double Bed Sheet: 113.4″ x 119″
Single Duvet: 90.5″ x 60″
Single Duvet Cover: 94.5″ x 64.1″
Double Duvet: 90.5″ x 92.1″
Double Duvet Cover: 94.5″ x 94″
Single Blanket: 60″ x 90″
Double Blanket: 90″ x 96″
BATH LINEN:
Bath Towel: 30″ x 67″
Hand Towel: 16.5″ x 26.5″
Face Towel: 12″ x 12″
Bath Rug (small): 21.6″ x 15.7″

29. Bath Rug (large): 20″ x 31.4″
CLEANING AGENTS USED BY HOUSEKEEPING
PRODUCT DESCRIPTION
TASKI R1 Bathroom Cleaner And Sanitizer Concentrate
TASKI R2 Hard Surface Cleaner
TASKI R3 Glass Cleaner Concentrate
TASKI R4 Furniture Maintainer
TASKI R5 Air Freshener
TASKI R6 Toilet Bowl Cleaner
TASKI R7 Floor Cleaner Concentrate
TASKI R9 Bathroom Cleaner Concentrate
TASKI SPIRAL Floor Cleaner Concentrate

30. 30
COORDINATION WITH OTHER DEPARTMENTS
Maintenance:
While servicing every room, the room attendants check for any faults or failures in the
various equipments and are informed to the desk housekeeper for e.g. an electrician is
called for repairing a bed side lamp. Jobs like painting, polishing, plumbing, TV
repairing etc are all handled by the maintenance department.
Food & Beverage Service:
The housekeeping is informed about the different flower arrangements required in the
Lawn before the function commences. Public areas also include lawn areas and so any
prior cleaning that is required are informed to the housekeeping department in
advance.
Front Office:
The coordination between the housekeeping and front office plays the most important
role in selling the rooms. It is mandatory that the rooms are cleaned and cleared in
time and they have to be of the highest standard. The front office sells rooms as soon
as the housekeeping clears them. Any double lock rooms that the housekeeper finds
while cleaning, are informed to the reception.
TASKS PERFORMED IN HOUSEPEEKING DEPARTMENT:
• Deep cleaning of fire exit.
• Cleaning of AC grill and vent.

31. 31
• Cleaning of steel bin.
• Bed making.
• Duties of linen runner.
• Using flat work iron.
• Folding and arranging of linen.
• Cleaning of Dining room.
• Vacuuming level carpet.
• Cleaned containers and vessels for flower arrangement.

32. 32
Food And Beverage Service
"The second major revenue producing department of a hotel is the
Food and Beverage Service. The restaurants have their own separate
kitchens and the dining area are catered by the main kitchen.
Managing this department requires skill and vast knowledge of food
and beverages as this is a very vast department."

33. 33
DEPARTMENTAL HIERARCHY
DIRECTOR OF F&B
OUTLET MANAGER
ASSISTANT MANAGER
TEAM LEADER
HOST/HOSTESS
BARTENDER
WAITER
APPRENTICE
TRAINEE

34. 34
Food and Beverage Outlets:
Currie Restaurant-Buffet Restaurant
Plunge pool and bar restaurant
Room Service- Gourmet Express

35. 35
Unwind- Coffee Shop
Spice- Multicuisine Restaurant
Menu Of Room Dining

36. 36

37. 37

38. 38
Room Service
Room service is the ultimate convenience, whether it is for a quick start for early
risers, a romantic dinner for two or a hospitable gathering. From snacks, take-away
boxes, full course meals that come straight from our specialty kitchens to carefully
thought through children’s menus, the option of room service is to be explored and
enjoyed.
Room service hot kitchen prepares the food ordered from the room service menu.
Other restaurant items can be ordered and is delivered by the Room Service
Department. All hot/cold beverages are prepared in the cold kitchen in the room
service.

39. 39
HEIRARCHY:
Room Service Manager
Asst. Room Service
Manager
Team Leader
Room Service Order
Takers
Room Service
Attendants
Trainee
Apprentice

40. 40
Room Service Order Delivery Procedure:
❖ RSOT receives call, makes a rough note of the order.
❖ RSOT punches in KOT. KOT is printed by ROOM SERVICE
PANTRY PRINTER of MICROS system.
❖ Food is prepared in the room service kitchen/other outlet kitchens (if
ordered).
❖ One KOT is maintained by manager.
❖ Other KOT given to pantry-man for setup of tray/trolley.
❖ Food is kept in hot case (trolley deliveries only)
❖ Second KOT is used to crosscheck order and food and is kept in table
cloth of trolley or tray mat of tray.
❖ Check is printed and kept by RSOT. Check is collected, put into a case
and order goes out for delivery.
❖ Payments are usually charged to the room. EDC is to be carried if
guest is willing to pay by card.
AMENITY PLACEMENT:
The Room Service department gets a list of all rooms where amenities are supposed to
be placed along with what amenities are supposed to be placed. This is done by the
Front Office and generally differs from guest to guest.
MODE OF OPERATION:
Cutlery:
❖ Fork
❖ Spoon
❖ Knife
❖ Side-knife
❖ Soup Spoon
❖ Tea Spoon

41. 41
❖ Tea stainers
❖ Service Equipment (Knives, Forks, Spoons, Tongs etc)
Crockery:
❖ Dinner Plates (12 inches and 8 inches)
❖ Side plate.
❖ Condiment bowls.
❖ Salt-Pepper cruet.
❖ Soup bowls with lid.
❖ Multi-Purpose bowls.
❖ Fries bowl.
❖ Round pots and oval platters (kitchen)
❖ Butter dishes.
❖ Teapots.
❖ Teacups, saucers.
❖ Cappuchino cup and saucer.
Special Equipments:
❖ Hot case (Intera).
❖ Used to deliver hot food in trolleys.
❖ Electrically chargeable.
❖ 3-4 racks. Ample space for general orders.
❖ Retains heat for a long time.
❖ Maintained properly by maintenance.
Linen:
❖ Table Cloths
❖ Tray Mats (large and small)
❖ Discarded linen to be used as dusters/wiping cloths.
❖ Napkins.
❖ Soup underliners.
❖ Tea Cozy cover.

42. 42
ORDER TAKING PROCEDURE:
❖ Pick up call, “GM/GA/GE, this is *NAME* from Room Service. How may I
assist you?”
❖ Listen to the guest and note down order.
❖ Suggest ongoing events/offers at hotel outlets, or signature dishes.
❖ Confirm availability of items from kitchen if doubtful.
❖ Confirm order and thank the guest.
TASKS PERFORMED:
❖ Preparing various types of tea and coffee
❖ Preparing other cold beverages.
❖ Making napkin folds.
❖ Juice pickup from Commissary.
❖ Tray/Trolley setup as per order.
❖ Order delivery in rooms.
❖ Order clearance from rooms.
❖ Wiping cutlery and crockery.
❖ Pickup washed cutlery, wiping, sorting and stacking in pantry.
❖ Handling guest requests and coordinating with senior authority to cater to the
requests.
❖ Clearance of trolleys back in the pantry and setup for next order.
❖ Checking orders and pickup food from other outlets if there.
❖ Clearance of working area and maintenance of general hygiene in working area.

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Food Production
The food and beverage is one of the integral part and important operational
department in a hotel which is divided into food production and food and beverage
service department. Food production or kitchen department is responsible for the
actual preparation of food items whereas the F & B service department is responsible
for the systematic service of food from the hot or cold plates of kitchen to the
customer’s tables as per their choices or order.
The term kitchen is derived from the French word “Cuisine” which literally means
Art of cooking or food preparation in the kitchen. But in the modern concept of
catering the cuisine not only refers to Art of cooking foods in the kitchen, it also
indicates the style of service offered to serve the food.
Main functions:
• To provide various type of dishes to the guest as per the menu.
• To provide food for various buffet or banquet parties.
• To provide food to the staff of hotel.
• To prepare different type of dishes for special occasion.

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DIFFERENT SECTIONS OF KITCHEN
Larder
❖ The word larder has in professional kitchens a much wider significance. The
larder is not simply a place where food is stored but a place where the raw
materials for cooking are prepared and dressed. In large establishments, the
work is further broken into sections.
❖ The larder is a room set aside for the storage of perishable foods, both raw and
cooked, where food as meat, fish, poultry and game are prepared and made
ready for cooking. In this department too, all cold 'items found on the menu,
such as hors d'oeuvres, cold dish or meat dishes, cold salads, etc. are prepared
and dressed. For these function to be effective, it is essential that:
❖ The room should be separate from the kitchen situated in a cool place. At the
same time, it must be close to the kitchen to avoid undue running about
between the two departments which are closely interrelated.
❖ It should be suitably lighted, well-ventilated and sufficiently open to allow the
staff to perform their duties in a clean and efficient manner.
❖ It must be equipped with the necessary fittings, plant, machinery and tools in
accordance with the volume, and or quality of the trade of the catering
establishment in which it is situated.
Soup Section
❖ It is the responsibility of this section to prepare soups such as consommés,
creams, velouté, purees, broths, bisques and many special international soups.
All basic stocks are also prepared here. The cold soups are prepared and
passed to the larder for service. The garnishes come from the larder and
vegetable section.

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Indian Section
❖ This section is responsible for the preparation, of all Indian dishes. The work is
subdivided into subsections such as: Indian (bread and rice, pulaos, biryanis,
chappaties, puries, bhaturas, etc.), vegetables, (bhajees, curries), meat, (including
eggs and fish), tandoor (seekh kababs, tandoor chicken, boti kababs), Indian
sweets jalebis, rasgullas, rabri, etc.) Each day a variety of dishes are prepared
according to menu requirements.
Vegetable Section
❖ An entrement course in France was the responsibility of the entrement of
vegetables, who skillfully prepared and cooked vegetables, which could be
served as a separate course. An entrement was originally something sent to the
table between the courses in France. During the period before service, each
day various quantities of vegetables are prepared, cooked, refreshed and
placed into refrigerator. Peeling, cleaning and trimming are done by semi-
skilled workers. Limited quantities of certain potato dishes are cooked and
finished to varying degrees, kept ready when service begins. Vegetable
garnishes are prepared here and given to other sections. The cooking of eggs
forms an important part of the work in this section. Particularly, omelettes of
various types, e.g. plain, garnished, stuffed and flat round omelettes. Italian
pastas but not noodles are also prepared in this section. Items like spaghetti,
macaroni and rice may be sent to other sections for garnishes. The mise-en-
place is carried out according to menu requirements. By this method, the
vegetable cook and senior commis are able to cope with the finishing and
serving of a vast amount of different dishes. Management of cooking
vegetables well for large numbers calls for particular knowledge, skill and
judgment and should never be entrusted to an unskilled and disinterested cook.

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Pastry Section
❖ The work of this section is normally separated from the main kitchen and is
self-contained in the matter of cold storage. The function of this section is to
prepare hot and cold sweets, for lunches, dinners and pastries for tea-time and
other occasions. It also prepares pastes like short and puff pastry, frying
batters for making noodles for supply to other corners of the kitchen. Sorbets
and water-ice like items are made in pastry section. The service of ices and
those sweets which are based upon ice-cream are prepared and assembled in
Patisserie. They also include the sweet omelettes au surprise and soufflé
surprise, Melbas, etc. The art of pastry includes work like colored sugars to
make flower baskets and similar decorative centre pieces, work with fondant
and icing sugar, gum pastes, fashioning of praline into decorative objects.
Where hotels operate a bakery section, the responsibility is carried out by the
master baker. Normally one commis will commence early duty each day to
provide the mise-en-place required by the various sections. The section needs
workers with skill, imagination and experience.

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HEIRARCHY OF THE FOOD PRODUCTION DEPARTMENT:
Executive Chef
Executive sous
Chef
Chef de cuisine (1
for each kitchen)
Sous chef
Chef de partie
Demi Chef de
partie
Commis
Apprentice
Trainee

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DUTIES AND RESPONSIBILITIES
EXECUTIVE CHEF
❖ As the person responsible for all kitchen produce, to co-ordinate the
distribution of tasks amongst his or her teams ensuring that the work
progresses as it should within the time available.
❖ To prepare all the menus in co-operation with the Restaurant Manager and
check customer satisfaction levels by exercising a presence in the restaurant at
meal times.
❖ To ensure that production is correctly executed and that products comply with
the technical sheets
❖ To ensure the quality levels of products and services
❖ To manage his or her staff: training, motivating and structuring the team. He
or she also ensures a good working atmosphere
❖ To provide rigorous management: controlling raw material stocks, especially
in terms of their cost
SOUS CHEF
❖ Sous chef is directly in charge of production, because the Exec. Chef’s
responsibilities require a great deal of time in the office. The sous-chef takes
command of the actual food production and the minute by minute supervision
of the staff.
❖ To assist with the control and ownership for the management of the kitchen
department within the overall policies and controls established by the
company and hotel General Manager, ensuring that the brand values and
standards are delivered and budgeted profitability achieved.

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❖ To ensure at all times a high standard of cleanliness and practices is
maintained, thereby ensuring all statutory legislation is met.
CHEF DE PARTIE
❖ To be fully aware of the preparation and service of all dishes on the hotel
menus.
❖ To prepare and present dishes on hotel menus according to customer
requirements.
❖ To ensure mise en place is carried out in your allocated area of work to meet
forecasted demand.
❖ To maintain portion control guidelines in order to ensure the profitability of
kitchen is maintained.
❖ To record temperature checks on food and in storage areas as directed to
ensure statutory requirements are met and report any variances are rectified
immediately.
❖ To ensure food materials are stored correctly and rotated to meet company
and legal requirements.
❖ To keep food wastage to a minimum.
❖ To maintain high standards of working practices in terms of personal
appearance and safe and hygienic working practices.
❖ To assist with the training of and supervise other members of the kitchen
brigade.
❖ To assist with quality control and menu planning where appropriate.

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DEMI CHEF DE PARTIE
❖ To prepare and make simple food and to demonstrate and help maintain high
levels of service that consistently exceeds the expectations of our members.
❖ To monitor stock movement and be responsible for ordering on your section
❖ To ensure minimum kitchen wastage.
❖ To ensure knowledge of the product is maintained and communicated to all
relevant personnel.
❖ To be responsible for completing your mise en place
❖ To learn and record skills and recipes from other members of the department
❖ To report any maintenance issues to the Head Chef immediately.
COMMIS
❖ To assist the Cook or Section Chef in preparing meals.
❖ Depending on his or her length of experience (beginner or confirmed), the
Commis Chef may carry out the following tasks:
❖ Food preparation tasks (mincing, garnishes, etc)
❖ Hot and cold cooking tasks (simple cooking, seasoning, etc)
❖ Cleaning and tidying the area allocated to him or her
❖ The Commis Chef may be required to stand in for his or her superior (Section
Chef or Head Chef) when the latter is absent on leave.

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ROOM SERVICE KITCHEN
Room Service is the ultimate in convenience, whether it is for a quick start for early
risers, a romantic dinner for two or a hospitable gathering. From snacks, take-away
boxes, full course meals that come straight from our specially kitchens to carefully
thought through children’s menus, the option of room Service is to be explored and
enjoyed.
TASKS PERFORMED:
❖ Pickup from stores.
❖ Sorted the dry-store.
❖ Storage of items
❖ Pre preparation of vegetables, fruits, meats and other ingredients.
❖ Mise en place.
❖ Preparation of Breakfast.
❖ Setting up buffet areas, and acting as backup, replenishing buffet items from
backup.
❖ Closing down buffet area after event.
❖ Filling up raw ingredients for decorative props.
❖ Prepared and served in various live counters.
❖ Prepared starter and main course dishes in the Western Hot and Cold kitchens.
❖ Helping in mass preparation of dough.
❖ Cleaning and sanitizing kitchen.
❖ Preparation of sweet/salty curd for raita.

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CONCLUSION
As an undergraduate of the Institute Of Hotel Management Mumbai, I would like to
say that this training program is an excellent opportunity for us to get to the ground
level and experience the things that we would have never gained through going
straight into a job.
I am grateful to IHMCTAN and Club Mahindra Assonora, Goa for giving us
this wonderful opportunity. The main objective of the industrial training is to provide
an opportunity to undergraduates to identify, observe and practice how the hospitality
knowledge is applicable in the real industry. It is not only to get experience on
technical practices but also to observe management practices and to interact with
fellow workers and guests. The only chance that an undergraduate has to have this
experience is the industrial training period. I feel I got the maximum out of that
experience. Also I learnt the way of work in an organization, the importance of being
punctual, the importance of maximum commitment, and the importance of team-
spirit. The training program having four destinations was a lot more useful than
staying at one place throughout the whole four months. In my opinion, I have gained
lots of knowledge and experience needed to be successful in a great hoteliering
challenge.
Ranjan kumar Gupta

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