This document is a training report submitted by Romil Advin Harrison detailing their 10 week industrial training at WelcomHotel Dwarka in New Delhi. The report provides an overview of the hotel and its facilities including 393 rooms and suites as well as restaurants, meeting spaces, and amenities. It then describes Romil's experiences working in and learning about the front office, housekeeping, food and beverage service, and food production departments at the hotel.

1. INDUSTRIAL
TRAININGREPORT
WELCOMHOTEL DWARKA,
NEW DELHI
COMPILED BY:

2. ROMIL ADVIN HARRISON
3RD SEMESTER
ENROLLMENT NO. 03611002216
BCIHMCT, NEW DELHI
INDUSTRIAL TRAINING REPORT
AT
WELCOMHOTEL DWARKA,
NEW DELHI
Submitted by
ROMIL ADVIN HARRISON
In partial fulfillment for the award of the degree of
BACHELOR DEGREE IN HOTEL MANAGEMENT AND
CATERING TECHNOLOGY

3. BANARSIDAS CHANDIWALA INSTITUTE OF HOTEL MANAGEMENT AND
CATERING TECHNOLOGY
GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY
BANARSIDAS CHANDIWALA INSTITUTE OF HOTEL
MANAGEMENT AND CATERING TECHNOLOGY
CERTIFICATE
Certified that this Industrial Training report is the bonafide work of
“ROMIL ADVIN HARRISON” , who carried out the training at
“WELCOMHOTEL DWARKA” for 10 weeks scheduled from “05
JUNth 2017” to 12nd AUG 2017”.
Signature Signature
Training Manager Principal
Presentation held on _____________ atthe college.
EXAMINERS

4. 1.
2.
ACKNOWLEDGEMENT
With a deep sense of satisfaction and gratitude to Training Manager & all Heads
of Departments along with staff members of WELCOM HOTEL DWARKA, wish to place on
records that the training was imparted in a highly congenial atmosphere true to the reputation of
WELCOM HOTEL DWARKA, has been of immense value to me and it will be my endeavor
to put into practice all that I have learnt to sharpen my skills and develop my skills and develop
my personality.
It is because of their ardent and consistent efforts I was able to imbibe so much
which was not possible in such short time. The training has helped me to inculcate the right kind
of skills, knowledge & attitude to make a career as a successful hotelier.

5. INDEX
 INTRODUCTION
 HOTEL OVERVIEW
 FRONT OFFICE
 LEARNING EXPERIENCE
 HOUSEKEEPING
 LEARNING EXPERIENCE
 FOOD & BEVERAGE SERVICE
 LEARNING EXPERIENCE
 FOOD AND BEVERAGE PRODUCTION
 CONCLUSION
 BIBLIOGRAPHY

6. INTRODUCTION
Conveniently located in Asia’s largest sub-city Dwarka, Welcom Hotel Dwarka New Delhi
invites you to discover one of the world’s most vibrant cities filled with a distinct culture and a
fascinating history. The Hotel is an inclusive blend of contemporary design and International
services standards, offering a unique experience to the discerning traveler.
The Hotel Offers a range of accommodation across its 393 elegant, well equipped rooms and
suites.
The cuisine offering, rich with ITC Hotels’ brands, comprises of K&K - a specialty Indian
restaurant and Pavilion 75, the all day dining restaurant and Shanghai Club - a signature
restaurant serving authentic Chinese cuisine.
State-of-the-art conference facilities of close to 1600 meter square including two spacious
banquet venues and two meeting rooms, provide ample room to deliberate or celebrate any
occasion.
The recreation, beauty and fitness facilities comprise of a Swimming Pool, Gymnasium, Beauty
Salon and a Club lounge to relax and rejuvenate.
The hotel is a perfect expression of the locale and evokes both the warmth and the cosmopolitan
panorama of the Capital City.

7. ACCOMMODATION
WelcomHotel Dwarka offers a range of accommodation options that rate among the best in hotel
accommodation in Delhi allowing you to choose the accommodation that best suits your needs.
Tastefully furnished and well-appointed rooms which cater to business as well as leisure needs,
this hotel presents 393 rooms including 16 Suites in the form of choice suiting your needs.
Deluxe
The rooms are very spacious and comfortable with large well equipped bathrooms and ample
space for work or relaxation. They offer a refined luxury with a complement of warm and
efficient services along with state-of-the-art amenities befitting to a 5 star luxury hotels.
Executive Club
The Executive Club is a concept designed with care to meet the needs of the discerning business
traveler on the move. It pioneers a tradition in corporate hospitality, setting a premium on
discreet efficiency and business related services. The guest rooms are an elegant combination of
luxurious accommodation and executive work space.

8. Junior Suite
The Junior Suites offer elegant decor and is distinguished with the modern conveniences and
state-of the-art amenities and facilities.
With the latest in technology, the suites come with a set of exclusive privileges befitting the
stature of its guests and exude the power of space with a separate sitting area.
Executive Suite
Combining the best of luxury and service standards, these suites offer the unparalleled splendour
and comforts that elevate the stay experience to the highest level of hospitality.
With the latest in technology, the suites are lavishly appointed befitting the stature of its guests.
Equipped with a spacious living area, workstation, bedroom, there is ample room to relax.

9. INTRODUCTION

10. This is one also one of the very important department of the hotel. This department is
responsible for the serving of food as well as the sale of the food because of the service.
WORK PERFORMED BY THE FOOD & BEVERAGE SERVICE DEPARTMENT
They have to serve the food by the wish of guest that which type of service he wants to take.
They have to give advice to the guest that which will be the better for them
To Listen the complain of the guests and staff and try to resole the same.
To prepare duty roster for all staff.
As soon as the guests deals with the check, be very near to explain any matter on the bill in
case of doubt
PAVILION 75
Adjacent to the spacious lobby, Pavilion 75, our all day dining restaurant offers a wide variety of
Indian and international fare in a spacious & genial ambience.

11. Hours: 24 Hours
1. Greet the Guest according to the time of the day.
2. Check for his table preference and name.
3. Seat the guest.
4. Offer condiments and clear the wine menu.
5. Present the beverage and the wine menu.
6. Take the drink and wine order.
7. Present the food menu and explain the specials.
8. Do the beverage and water service.
9. Take the food order and suggest the wine.
10. Serve the starters.
11. Check for satisfactions.
12. Clear the starter plates.
13. Relay the cutlery and place the main course chutneys.
14. Serve the main course and for repeat drink or serve wine as required.
15. Check for satisfactions.
15. Clear the main course plate and condiments.]
16. Serve the toothpick AND FINGER BOWL.
19. Crumb the table if required.
20. Relay the cutlery.
21. Serve the dessert.
22. Clear the dessert platE
23. Present the check.
24. Settle the check.

14. MEETING AND EVENTS
From meeting rooms and boardrooms to banqueting & conferencing spaces, state-of-the-art
facilities, efficient services, gourmet food and beverage options, the hotel offers complete
support for events, including the services of dedicated event planning specialists.
A complete floor is dedicated to banqueting with upto 1600 meter square. of flexible space
including 300 meter square of pre-function area with a capacity of up to 1800 guests
Features
• Projector
• High Speed Internet Access in All Meeting/Event Facilities (Charge)
• Video Conferencing Services
• Screening on TV Sets and Video scope
• Synchronized multi-projector, multi-screen audio-visuals
• Hand-held slide presentations
• OHP presentations
• Public address systems, lectern, table and lapel microphones
• 24- hours Business centre
• Printing, stationery, delegate kits
• Theme parties and entertainment
Some of the services and facilities above may not be available on a 24-hour basis or without
advance request. Fees on certain facilities/services may apply

15. ROOM SERVICE
The Room Service is a very important outlet of the Food and Beverage department. It
provides food and beverages guests in their rooms as and when ordered by them. The food is
served at the exact time stated by the guest. To avoid any delays, there is a separate Room
Service elevator, used exclusively by the Room Service staff to provide quick and efficient
service to the guests.
Generally, food and beverage orders for 2 to 3 guest are sent on Room Service trays
which are set up with all the essential cutlery and crockery. But if the order is for a number of
items or for more than 3 to 4 guests, special Room Service trolleys are used to serve the order.
These trolleys are collapsible and when opened, have a round table shape. Below the tables are
placed food warmers which keep the food warm
There is a separate Room Service Order Taker’s cabin which has 2 MICROS placed for
Room Service Order Takers. As and when the guest call is received, the order is taken by the
Order Taker (generally a lady) and a KOT is printed, which comes out at the printer near the
Supervisor’s desk. The rest of the KOT procedure is same as other outlets.
After the order is served by the Room Service steward, a courtesy call is made by the
Room Service Manager to check with the guest that everything is alright.
CO-ORDINATING DEPARTMENTS

16. KITCHEN
Garde Manger- To pick up cold preparations, e.g. Salads, galantines and pates buffets of
banquets.
Pantry- To pick up sandwiches, fruit platters, fresh juices, individual salad portions.
Hot ranges & Grills- Hot food items such as steaks, chops, etc.
Bakery & Confectionery- to pick up breads, pastries, cookies and ice creams.
Still Room- To pick up hot beverages, e.g. Tea & coffee.
KITCHEN STEWARDING
This department primarily controls the storage, issue and maintenance of service equipment in
the restaurants and kitchens. The sanitation and hygiene of the kitchen and its overall
maintenance come under this department. It is also responsible for the employee’s cafeteria.
BARS
The service bar located in the main kitchen dispenses wines, spirits, juices, aerated water and
tobacco. The beverage stores are located behind the chef’s office in the main kitchen.
STORES
The source from where the steward can pick up supplies of proprietary sauces, stationary, etc. for
the restaurant.
HOUSEKEEPING
This department is responsible for the cleanliness, maintenance and the aesthetic beauty of the
hotel. It is also the source for uniforms, linen and flowers.
FRONT OFFICE
The front office maintains a record of all guests staying in the house. This department also co-
ordinates all group movements & meal plans.

17. LEARNING
i. All the chef n dishes must be similar as to avoid confusion food pans and water pans and
to save time.
ii. All the cups and glasses must be placed upside down and later on just before the service
they must be placed in right manner.
iii. Foreigner takes very less time to eat Indian guest and it is convenient for the staff to serve
them.
iv. Foreigners don’t eat much spicy food and drinks lot of aerated drinks.
v. Slices of lemon must be placed on the right hand side the cups.
vi. Do not make early entry toward the guest for clearance and always ask the guest before
doing the clearance.
vii. The guest is at peak in coffee shop in the morning.

18. viii. Tray must be properly set before delivering the order to the guest; it should not be
overfilled with food item.
ix. Tea should be hot while on serving.
x. An option of tea and coffee with and without milk must be given to the guest.
X1
DIFFERENT TYPES OF GLASSES WHICH ARE USED IN FNB SERVICE:-
Highball
White wine glass
Red wine glass
Martini glass
Tiki glass
Soda fountain
Champagne flute
Beer goblet
Beer mug
Juice glass
Gibraltor glass
Old fashioned
Shot glass
Napolian glass
DIFFERENT TYPES OF COFEE SERVED
CAPACHINNO-BLACK COFEE WITH MILK ADDED
ESPRESSO- COFEE WITHOT MILK
Spirited coffee:-
IRISH COFEE –COFEE BLENDED WITH IRISH WHISKEY AND TOPPED WITH
CREAM
BAILEYS COFEE-COFEE BLENDED WITH IRISH CREAM AND TOPPED WITH
WHIPPED CREAM

19. KIOKI COFEE-COFEE BLENDED WITH A KAHLUA AND TOPPED WITH
WHIPPED CREAM
DIFFERENT ALCHOHOLIC BRANDS SERVED:-
Whiskey:-
Jack daniels
Dalwhinnies
Blenders pride
100 pipers
Talikser
Glenlivet
Glenfiddich
Macallan
Johnie walker black label
Johnie walker red label
Teachers
Black dog
Chivas regal
RUM:-
Bacardi
Malibu
Old monk
Tequila:-
Sauza
Viva mojo
Camino silver
Vodka:-
Magic moments
Belverde
Grey goose
Smrinoff

20. Absolute
Ciroc
Beer:-
Heinikin
Corona
Hoegarden
Budwiser
Miller
Kingfisher ultra
Bira
Champagne
Dom perignon
Sula brut
Types of services hotel offers
Silver service
Pre plated service
Buffet
Butler service
Live counter

22. INTRODUCTION
Front office department is the nerve center of the hotel, and is responsible for the sale of
rooms in a systematic way, according to the procedures laid down by the management. Thus, the
role of front office is to reserve/register rooms and provides information to the guest during their
stay.
The front office plays a crucial role and leaves a lasting impression on the minds of the
guest. The impression a guest carries right from the way a reservation is confirmed to him goes a
long way in creating a lasting impression. Front office is involved in providing basic comforts
and looking in to any problem that may arise during the course of stay. It handles different
situations, incidents, complaints and disputes.
DIFFERENT AREAS OF THE FRONT OFFICE
The main areas of the Front Office at
Bell Desk
Reception.
Cashier.
Concierge.
Reservation

23. INTERACTION BETWEEN GUEST AND THE HOTEL:
During the hotel stay, a guest may require certain services from and engage in various
transactions with the hotel. One or the other section of the hotel front office mostly handles
these. Following is the example of interaction of the guest and the hotel at different stages of his
stay:
Pre-arrival
1. Reservation Office: For reservation of room and assigning pick up for self.
Arrival
1 Reception: For Registration, Room assignment and issuing of keys.
2· Bell Desk: for Baggage handling and escorting to guest room.
Occupancy
1. Front Desk Cashier: For currency exchange, safe deposits of valuable articles and
Maintaining guest accounts.
2. Telephone : For Telephone calls.
3. Bell Desk : For transportation and news papers.
4. Concierge : For guest mail and other information.
Business Center : For various facilities like 'Board Room, F E-mail, Fax etc.
Check out
1. Front Office Cashier: For Bill settlement and checkout.
2. Bell Desk : Baggage handling and transportation .

24. INTER DEPARTMENTAL CO-ORDINATION
HOUSE KEEPING :
The co-ordination between these two departments is of very great importance for the running of
the. hotel. The reason is that the House Keeping does the up keeping & the cleaning up of the
rooms & the Front office does the selling up of the room or we can say that one prepares & the
other sells it. House Keeping sends the occupancy report twice daily. . Meanwhile the details-
of the rooms are fed into the computer by the House Keeping department.
Front Office immediately gets the report on their screen. Arrival of any VIP guest is informed to
the -House Keeping well in advance to keep all the VIP amenities in the room, one hour before
the guest checks in the room. The room verification report helps in preparing the room
discrepancy report also.
FOOD & BEVERAGE SERVICE :
The co-ordination between these two departments is necessary to give the maximum comfort to
the guest. Front Office has to inform the Room Service well in advance if there are any special
food items to be kept for any. VIP checks ins, for e.g. chocolates, complimentary fruit basket,
wine etc. The service & the clearance of the welcome drink for any VIP group check in is done
by the Room Service staff only. The cash department of the Front Office deals with the
payments made by the guests for mini bar, in house restaurants, etc.
FOOD & BEVERAGE PRODUCTION :
Front Office informs the kitchen for the preparation of the welcome drinks well in advance & the
kitchen is also informed by the Front Office through the Room Service for any special cake that
the guest has asked for.
I.S.D. (COMPUTER CENTRE) :

25. The Computer Centre has to give the Front Office all the support in the efficient running of the
computer systems as the entire hotel is attached to one network. If the Front Office faces
problem in any of the running terminals then the I.S.D. rectifies it.
ENGINEERING :
All the guest complaints are given to the concierge which at once informs the engineering
departments & it is looked after promptly.
RECEPTION
It plays an important role in the front office setup. 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
functions, the main one being checking in or alloting rooms for individuals or groups.
When the guest arrives at the hotel, he first approaches the reception counter to give in
his name if he 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.
In the case of a walk-in, the receptionist fills out the registration card and checks the
computer for vacant rooms. 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. Hence manual labor is saved on as the guests check in and are billed directly through
the computer as the entire hotel operations runs on computer.
A group coordinator always awaits the group to check in. The group leader is then taken
to the Bell Desk/Side desk, here the group coordinator checks with the rooming list. The group
coordinator allots the keys along with the key cards. The rooming list is also needed to identify
the guest baggage. The bellboys then carry the baggage up and in this manner a group is
checked in.
ROOMING LIST
This is like a form, which stays with the group co-coordinator. It is needed during the time of
checking in of a group.
It states all the names of the number of people in that group, in the order they want to stay. This
means that the type of room whether single, double and triple is mentioned.

26. It is through this list that the rooms are allotted and the guest baggages are identified.
FRONT DESK
The front desk is divided into
-Reception
-Information
-Cashier
RECEPTION
Location- facing the main lobby.
WORKING PROCEDURE
1. The room position is calculated using the formula:
Departures for the day + pre-assigned rooms- vacant rooms
Arrivals for FIT/GIT/Crews = room position
3. All registration cards for the day are printed at the computer room (fired by night shift) and
placed into slots alphabetically as per family name.
4.The reports fired for room position is:
EADR- Expected Arrivals for the day.
EDR- Expected departure for the day.
FOVRR- Vacant room report.
5. All departures for the day are tailed with the arrivals and departure register.
6.When a guest checks in, the registration card is presented to him. He is made to fill in the
details required and sign on the registration card.
 BTCO
 Holding voucher
 Cash
 Credit card.
 For a credit card an imprint of the same is taken.
7. If a guest is scanty baggage, he is asked to sign on the imprint. If he is setting by cash as a
scanty baggage, on advice is generally taken from him.
1. After the guest signs on the registration card, his status is changed from ‘CONFIRMED’ to
‘INHOUSE’ and the room is assigned. Key is prepared.
2. The personal details, billing instructions are updated in the system.

27. 3. In case of foreigners, a c-form is attached to the registration card. The c-form number is
noted on the registration card and A&D register.
4. The mode of payment is noted on the ‘billing handover’ register and sent to cashier.
5. The registration card is sent to the lobby manager for signing and verification.
RESERVATION CARD :
A reservation card is one that is filled in at the time of check in. The details extended are :-
NAME OF GUEST.
DESIGNATION AND OCCUPATION OF GUEST
NATIONALITY
DATE AND PLCE OF ISSUE OF PASSPORT.
DURATION OF STAY IN INDIA
PERMANENT ADDRESS
DATE OF ARRIVAL IN INDIA
ARRIVED FROM
IF EMPLOYED IN INDIA
REGISTRATION CERTIFICATE NUMBER
DATE AND PLCE OF ISSUE
NUMBER OF PERSONS STAYING
NEXT DESIGNATION
DATE OF ARRIVAL
TIME OF ARRIVAL
DATE OF DEPARTURE
BILLING INSTRUCTIONS

28. CONCIERGE
The information desk is mainly for the purpose of the name is has been given. All those guests
staying in the hotel needing any kind of assistance/information are attended to, the kind
information varies. There are many guests with different queries. Normally a guest asks for
information about different places to be seen in outside the city. They are normal tourists and
they also ask for details like transportation facilities within the city and their fares. A guest may
also ask about information about tours conducted. Some guests also enquiries about facilities
offered within the hotel, membership rates, the restaurant whereabouts etc.
The concierge staff is mainly to look after the needs of the guest and make the guest welcome
and feel at home. The way in which help is given differs according to the needs of the guest.
Here, the hostess can do reservations in restaurants for the guest. Guidance the tours conducted,
plays or movies running in tour for entertainment etc. If any additional item is required and if it
is not possible for the housekeeper to provide it, the hospitality department takes over.
The Concierge staff should be well versed in their skill of making friends and similiarising
themselves with the new guest. It is for this reason that guest history records are mentioned and
looked through a special treatment is given to VIPs coming and a person from the hospitality
assists the guests right up to their rooms. A pick up coach is also sent to get them safely and
comfortably from the hotel.
What is exactly a concierge?
Concierge has been described by seasoned travelers as ‘part man Frinday part with a good
amount of Merin and Houdini thrown in’. Whatever the case and more often these days, he will
do anything that is humanly for the satisfaction of the hotel’s guests.
His team is assistants, information/message clerks, airport staff, porters, doormen, drivers, car
valets pageboys, messengers etc.

29. CASHIER
The cashier is adjoining the reception and information counter but is situated at the corner. It
does not face the entrance through the lobby at the main function is to maintain guest folios. The
posting of charges from departmental vouchers to guest bills is carried out here. At check out
time the bill/folios are closed by the casher.
The Second copy of the registration card of a guest is attached along with his correspondence
and is placed here. All the miscellaneous bills are immediately added to the room bill and fed
into computer.
Apart from this the cashier in in-charge of handling petty cash and to keep safe custody of guest
valuables. If valuables are lost in the room then the hotel is responsible for such losses. If a guest
wishes to make use of a safety vault, then the cashier issues it and the rent is charged.
The Cashier department is important but equally risky as there is an inflow and outflow of lot of
money everyday.

30. THE BELL DESK
On Arrival guest luggage is taken in the trolley with the guest to the reception and wait to get the
check in procedure completed. Luggage is carried along with the guest to his room. Guest is
explained about the fittings facilities in the room. Bell Boy errand card(arrival) is taken from
reception at the time of carrying the luggage and then filled in and maintained. Arrival departure
of the guest is notified in the bell captains control sheet. Scanty baggage guests are marked and
the report is signed from the reception (even in case of regular guests.)
 Morning newspapers are sorted and banged outside rooms by night shift.
 Guest is explained about hotel and room facilities including mini-bar on check up.
 Guest baggage handled and carried to rooms in check-ins and removed and brought to
lobby for checkouts.
 Errand card made for arrivals and departures, and arrival cards given by reception at the
time of check in.
 Guest mails are mailed, for a specific price.
 Maintaining baggage in the luggage room face of cost.
 International newspapers received and distributed.
 Early morning newspapers are distributed in rooms by the night shift.
In house, Room verification and expected arrival report is resigned and newspaper request list
completed.
In luggage handling arrival cards are given by reception, which are filled up and maintained.
Where as departure cards are made at bell Desk.
Guest luggage is stored in luggage room for which tags are attached to the luggage and receipts
given to the guest and the luggage register completed Log book maintained by the shift
captains
The Bellboy’s errand card (arrival) is taken before taking the guest to the room. So that, the
lobby attendant address the guest by name, If the guest is a regular then the Bell boy escorts him
to room and leaves the luggage but incase of a new guest he is explained about the fitting and the

31. facilities to the guest. Guest’s luggage is stored in the luggage room if the guests request so. The
Bell Boy errand (and arrival) is completed for errand cards date wise for each month as records.
Early morning newspaper are received and hanged on doors by the night shift. The guest is given
a financial and normal newspaper, International and other newspapers are given on request and
for this the newspaper request list is maintained. VIP’s and regular guests are given newspapers.
Luggage Room
The luggage room is next to bell desk and has racks to store the luggage properly. When a guest
requests for his luggage to be stored in the luggage room a tag is attached to the luggage and
receipt given to the guest with room no., date and running and type of baggage. A luggage room
register is maintained which is then cancelled when the guest takes back his luggage. In House
report, Room Verification report and Expected Arrivals Report is received from the computer
room and is helpful in functioning of the bell desk.
Guest special request are satisfied by Bell Boys, like buying some things from market etc. Guest
mails are mailed for the guest on some cost. Messages and guest fax distribution is handled by
concierge.
As soon as information about guests requests for departure received either by telephone or from
reception an errand card (departure) is prepared and the bell boy goes to the floor with the trolley
and brings down the luggage and then takes the luggage along with the guest to the portico and
helps in loading the luggage in the vehicle. Before taking the luggage to the portico clearance is
taken from the Cashier through the errand card and this errand card is maintained for records C-
form delivery is also the duty of the lobby attendants.
Housekeeping is notified on the floor that the guest has departed. This department needs to be
the most experienced as it involves direct guest handling and mostly the first impression is the
last impression. The hierarchy of bell desk is the Senior Captain then Lobby attendant.
The newspapers distributed in the hotel are :-

32. NATIONAL
a. The Times of India
b. Indian Express
c. Hindustan Times
d. Statesman
e. The Hindu
f. The Pioneer
g. Asian Age
h. Observer
i. Economic Times
j. Financial Express
k. Business std.
INTERNATIONAL
a. International Herald Tribune
b. Financial Times
c. AT
d. Asian Wall street Journal
ARRIVAL
On check in of the guest, the Bellboy is given on Errand to go and leave the guests belongings in
the room. It notes down the date, Attendants name, and guest name room number, Description of
baggage.
DEPARTURE
BELL BOY ERRAND CARD
When a guest is checking out then a departure card is gig van to the bell boy, till the time the bell
boy is in the room he also has to check if all the equipment is in perfect cooking order and has no
damage. It notes down the attendant Numbers, Date, Room Number, guests Name, clearance
from Cashier, reception, Information.

33. WORK PERFORMED:
1. Handling Guests Baggage:
The reception informs the bell desk about the room number of a guest who has checked in. a
baggage slip is attached to the luggage on which room number is mentioned. The bellboy takes
the baggage to the room.
In case of departure, the bellboy brings down the luggage at the bell desk. The luggage is
removed from the hotel only after the guest shows the clearance slip.
2. Message Handling:
The bellboy in their respective rooms delivers all messages for the guest.
3. Paging:
In case any guest has to be paged his name is mentioned on the respective rooms.
4. Newspaper:
Newspapers are available at the bell desk and they are delivered at the various rooms and
offices.
5. IHPRR (In House Pax with Room Rate)
Different reports for the previous right like occupancy of different hotels, IHPRR, F&B sales
report is disturbed to various houses.
6. CITY INFORMATION
7. Provide stamps, post cards & envelopes-Rs.2000 is given to the bell desk for stamps. They
have to maintain stamps worth Rs.2000.
8. Key invitation.
9. Bellboy distributes any mail courier received for any guest.
10. The guest can leave his luggage at the bell desk. If the guest keeps it at the bell desk, a left
luggage receipt is prepared in triplicate:

34. 1ST: To luggage
2ND: To guest
3RD: As record
11. Duties of the bellboys to be performed outside the hotel:
- To deposit ‘C’ Form at FFRO (foreigners room registration office) (at mans bhawan)
- For Pakistanis at police head quarters.
- For any medicines required.
12. Bell desk provides wheel chairs to the guest, in case the guest is handicap or unable to move.
13. ERRAND CARDS: held by bellboys, which contain the information regarding all errands
performed by him.
14. REGISTERS MAINTAINED:
(a) Scanty baggage register
(b) Left luggage register
(c) C-form register
(d) Log book
(e) Concierges register
(f) Stamps register
(g) Newspaper Requirement Register.
(h) Packet and Parcel Register
(i) Rate/Room change register
(j) Bell Desk Duty Register
BACK OFFICE
The Back office generally does all the paper work on a guest arrival. The people in the back
office are not constant. The Receptionist from the From Desk come in and do the work,
However, there is a telephone operator to handle all calls. The receptionist from the front Desk
come in and does the work, however, there is a telephone operator to handle all calls. The
receptionist also has to attend calls and give information to the guests, outsiders generally call to

35. ask whether a particular guest is or not as they would like to speak to the party concerned. Then
the Receptionist looks up the guest by name menu and checks the guest room number. The
guest’s call up themselves to ask for information on the hotel, like pool and restaurant timings,
the channels for the T.V. and other small details be would want to know.
There is direct dialing from all guests’ rooms and he need not go through the telephone
department. Any messages for the guest are also entered into the computer. Two copies are
printed. One is sent to the guest room and the other is kept in his mail and key rack. When a
message is entered into the computer. A red light on his telephone shows, telling him to call to
get his message. Once he calls his message is deleted. All message for in house guests are
deleted by midnight.
When a receptionist checks a guest in on the computer, she does not have much time to enter all
the details. So all the passport details and address and the next destination, etc, are all entered
into the computer in the back office. Then the registration card is separated from the bard card
and it is filled. The bard card is sent to the cashier along with any correspondence from or on
behalf of the guest to the hotel, after being checked by the Lobby manager.
REPORTS
MANY REPORTS ARE PREPARED BY THE RESERVATIONS
There is a whole list of reports to be printed such as :-
Assigned Rooms Report.
Available Rooms Report.
Check out Rooms Report.
House use Rooms Report.
Occupied Rooms Report.
Guest list by Room number.
Check in Report.
Room charge Report
Discrepancy Report
Crew Report
Missing keys report.

36. Assigned Rooms Report
Assigned rooms report is a report of all the rooms, which have been already allocated to the
guest by the concierge. The receptionist cannot give these rooms to the other guest.
Available Rooms Report
This report shows all the rooms, which can be given to guests as they are vacant. A fresh
available report should be printed as often as possible as there are so many guests who check in
and so many who check out.
Check out Rooms Report
This report shows all the rooms that are vacant, but are not yet ready to give guests as the
housekeeping department has yet to service them. They make check out rooms available.
Occupied Rooms Report
This report shows all the rooms, which are occupied. This is given to the bellboys every morning
for them to issue newspaper.
RESERVATIONS
Reservation forms the backbone of the front office department to maintain an efficient and
systematic working; every guest has to be assigned a room. The reservation department receives
reservations from various sources; the information is processed, properly documented, stored and
retrieved at the required moment to ensure a guest has room upon arrival.
MEANS OF RESERVATIONS

37.  E-mail
 Letter or mail
 Telegram
 Cable
 Fax
 Telephone
 Self
One has the resources of reservation like:
CORPORATE SECTOR
 Corporate companies
 Airlines
 Regional sales office
 Central reservation offices
TRAVEL AGENTS
 National travel agents
 International travel agents
Other sources may be:
 By the guest himself
 Corporate companies not listed
 UN office
 Embassies
 Ministries of government of India
 General manager/chairperson reference
MODES OF PAYMENT
 Cash
 Credit card
 Traveller’s cheque
 Bill to company

38.  STPC voucher
 Travel agent voucher
 Foreign currency.
PLANS
European plan- room only
American plan- room + ABF + lunch + dinner
Continental plan- room + breakfast (Continental/American)
Modified American plan- room + ABF + lunch/dinner
CATEGORIES OF GUESTS:
VIP: very important person
VVIP: very very important person
CAR: cartenoire cardholders
NORM: through travel agents, airlines, banquet sales.
RSVP: corporate companies & clients irrespective of status Including FORTE.
PAYMENT MODE:
Payment can be done in cash both in US$ and in Indian Currency.
USD – for foreigners and NRIs.
INR –for Indian Nationals.
REPORTS:
Opening reports
EADR expected arrivals for the next day.
FR forecast reports for the next one month.
EADR for the next day for bill to company.
MCGCR rate mismatch report.

39. In this suppose a specific corporate is being given to a particular company but the guest of that
company is given a different rate.
CLOSING REPORT
GTTR: guest reservation taken today.
GPTTR: group reservation taken today.
GPCXR: group reservation cancelled today.
FR: forecast for next one month.
EADR: for next day.
Classes used for different categories of reservation:
SPL- for all rack rates for DLUX/EXST category.
RSVP- for all corporate and FORTE reservations.
NORM- for all rates to airlines, layover passengers & banquet sales.
FILING
Below mentioned is the detailed procedure that should be followed for an effective & accurate
filing.
RESERVATION FORM:
Reservation forms are in the form of an envelope. On the front side of the envelope are the
columns for detail required to obtain & create a reservation. The back of the envelope has two
parts. One half should be used for the detailed required in case of an amendment and the other
half for the form should be used to fill details in case of cancellation.
PROCEDURE
FRESH RESERVATIONS
Every reservation received will have a separate form duly filled. If the bookings are received
through fax/telex/letter, reservation form will be filled up with full details and relevant
documents will be kept inside the form. After creating the reservation, same form will be filed
alphabetically I the concerned file for this particular date.

40. AMENDMENTS
In the case of amendment of a booking, an amendment form will be filled, and after updating the
amendment in the system, the concerned envelope will be taken out from the file. The changes
will be made in the envelope and it will be filled back as per the new details.
GROUP RESERVATION
All the documents of group will be kept inside the form and will be filled in the very beginning
of the file. In case of amendment or cancellation of group, the same procedure will be followed
which has been expired above for FIT bookings. The computer I.D. of G.I.T. would begin from
“2”.
ADVANTAGES
- NEAT AND COMPACT
- TIME SAVING
- EASY AND FAST WAY TO LOCATE RESERVATION FORMS
- EASY AND SIMPLE TO MAINTAIN
- SAFE FOR STORING DOCUMENTS
- EASY TO TALLY WITH EADR REPORT.
BILLING INSTRUCTIONS
There are some companies/travel agents, who have been given the credit facility by the hotel for
forwarding the bills pertaining to the stay of their guest to the company/travel agent upon the
receipt of written instruction.
Once the decision to attend the decision to extend credit to a particular company is taken, an
account is opened for the company on the computer system. All the companies, who have the

41. credit facility with the hotel listed in the computer with a particular company code with referred
to as ”AS-ID”.
As the building instructions are received the same should be updated on the guests folio. Till the
time instructions are received from the company in writing by way of fax or telex all the guests
remain on direct payment. Reservations department should keep all the billing letters received I a
traced file. Entries should be made I the register with the details of guests/company.
At times billing instructions are given by the regional sales offices to send the bills to the
company.billing instructions are fed on the system and a note should be made in the billings
columns given the references of the regional sales office. Some companies have given standings
instructions for their guests regarding their billing.
In all such cases, a standing instruction letter should be approved & received by the finance
department & a note should be made in the guest history for those guests. Most travel agents
dealing with hotels are offered special rates by the hotels, which are contracted, with the
different travel agencies. Since, these rates are comparatively lower than the printed rack rates,
the travel agents expect that the rates contracted by them with the hotel are kept confidential.
Travel agents normally, offer a package daily to guests which includes airlines ticketing,
transportation, sight seeing, and hotel accommodations and they do not want their clients to have
the break-up of these service items wise costs.
The hotels computer system provides for such confidently of rates.
While packing up the corporate ID & the rate code, reservation staff should also ensure to pick
up the TA-ID. This should always done at the time of creating a reservations or at least while up
dating the billing instructions on the system.
Once the above steps are followed, when the receptions staff prints the PRE REG cards, the rates
column of the PRE REG card would be blank & hence would ensure confidentiality.
Upon department also, the bill folio presented to the guest would not have any rate/room charges
displayed on it, if the filling mask has been correctly update

42. KEY OBSERVATIONS
1. All guests should be treated with equal respect, Courtesy, and attention. Always extend a
warm welcome, and a cheerful greeting.
2. Front desk clerk asked the guest for his name and initials and then checked against the
arrival list for the day.
3. A telephone message was taken for the guest before he arrived. The message was sent to
the reception department, and was noted on the arrival list so that when the guest checked
in it could be given to him immediately.
4. The front desk clerk asks the guest to complete the registration card and sip it. This card
has all the details of the guest's billing instructions his signing in ensures that he agrees to
the given detail this would avoid-any denial made at the time of check out.
5. No mention was made of this reservation being guaranteed, show the front desk clerk
asks how the account will be settled.
6. The Front desk clerk takes an imprint of the guest credit card. This would help to check
the validity of the card.
1. The registration card, correspondence and credit card imprint will be handed over to the
cashier.
LEARNING
Reservations
1. Sound product and service knowledge available on reservation status, rates, up
gradation facilities, variable services and amenities
2. Once the caller’s name has been ascertained, reference by name must be made at least
once and not more than twice
3. Details of the reservation must be repeated systematically and precisely before
disconnection ............. Would you like me to repeat the details of the reservation
Ms/Mr......?
4. Reservations should be available 24 hours
5. Telephone should be answered within 3 rings with a smile

43. 6. Department and individual identified ....’Good Afternoon, Reservations, so and so
speaking’
7. Clear voice modulation with speech clarity, enunciation and proper pronunciation
8. Immediate call transference if required, with standard phrase ’ Allow me to transfer
your call to...........’, put on hold and brief the other department
9. Confirmation of reservation must be done immediately, written confirmation within
one hour, or if for a sister hotel, within twelve hours of the original call
10. Fluency in English compulsory
11. Sale enhancement technique must be identified and evidenced during reservation
......Propose higher categories of rooms, advise of any special event or function within
the hotel and offer assistance in making special reservations
8. Concierge
1. A thorough and comprehensive knowledge of all hotel services must be evident
2. Awareness of all city and local events for the recommendation and promotion to the
guests
3. A proactive attitude and anticipation of guests needs must be demonstrated along with
the reconfirmation of all airline tickets
4. Guest must be, referred by name at least once and not more than twice during any
interaction
5. Concierge desk to be manned 24 hours
6. Minimum of two clearly identifiable members of Clef d’Or must be employed within
the Concierge brigade
7. Concierge must reflect a comprehensive networking of national and city services
8. Comprehensive knowledge and easy access to various recreation services and
facilities which may be required by the guests in the hotel or within the city
9. Check In
1. Guest must be acknowledged within 30 seconds and check in must not take more than
5 minutes maximum
2. No telephone to be answered during Check in procedure by the Front Office Assistant
handling the Check in

44. 3. Room type/mode of payment/special requests must be confirmed before requesting
guest signature on the registration card
4. Waiting messages/documents for guests must be handed over with room key
5. If the room is unavailable for occupation an apology and complimentary
beverage/meal is to be offered
6. Guest should be informed about approximate time of room availability
7. Flowers with the personalized card from the GM, to be placed in the room with
apology for incontinence caused to the guest
8. All guests without exception to be escorted to room by Front Office Assistant or
Assistant Manager or GRE or Senior Executive and the room facilities to be
explained in detail
9. Disabled guests must be familiarized with and advised of special services available
10. Single females will be allocated appropriate rooms, as close to the elevators as
possible
10. Bell Desk
1. 24 hours service to be available
2. Standardized greeting phrase, ‘Good...........Sir/Madam’ (regular guests to be
addressed by name)
3. Luggage to identified by clearly written tag with the name of the guest and room
number
4. A secure lockable luggage room to be available for storage of luggage
5. Guest luggage to be delivered within 5 minutes of guest arrival in room
6. Baggage to be place on the luggage rack
7. Airline tags to be removed before placing on baggage rack
8. Hanging garment carriers to be placed inside the wardrobe
9. Bellboy to affirm satisfaction of the guest in respect of room and facilities ‘Thank you
sir/madam. Have a pleasant stay.’
Billing / Cashiering / Departure

45. 1. Billing services must be available 24 hours
2. Standard greeting phrases to be used and the guest greeted by name
“Good.........Mr......”
3. Foreign Exchange Encashment Facilities and Foreign Exchange Daily Rate Board
must be prominently displayed with the correct exchange rate
4. Checkout clearance must be completed within 5 minutes
5. Fluency in English compulsory
6. Guest must be offered ant further / onward assistance
7. During checkout, no interrogatory / compromising questions to be put forth especially
in respect of use of mini bar
8. Direct communication with bell desk for assistance prior to departure
Airport Representation
1. Guest to be greeted by name and with the standard greeting phrase ....”Good Morning
Mr. .......Welcome..........”
2. Airport Representative to advise the guest of transfer arrange nets made
3. Luggage trolleys must be retrieved prior to greeting guests whenever necessary
Telephones
1. Telephone service to be available 24 hours
2. All Telephones must be answered in 3 rings
3. Fluency in English compulsory -desirable one foreign language
4. Telephone operators must have a smiling and pleasant voice with clarity of speech
5. Confidentiality of guest caller must be maintained at all times
6. The caller’s name must be never be asked, with the exception of VIPs and ladies
7. If put on hold, caller must be returned to every seconds with the standard phrase
8. If put on hold, the music should be appropriate
9. Telephone operators must have comprehensive knowledge of all in house extensions
and regularly called numbers
10. All calls must be transferred independently, without advising the guest of extension
numbers
11. Operators must return to caller after 5 rings of extension call with the standard offer
of further assistance

46. 12. Comprehensive knowledge of all emergency services and procedures mandatory
13. Guest room numbers to be kept confidential. Standard phrase for refusal of room
number “I am sorry we are nor allowed to disclose the room numbers of our guests”

47. HOUSE KEEPING
House keeping is the department of hotel who is mainly responsible for the cleaning in rooms as
well as in all public area (lobby, restaurant, bar, toilets etc) of the hotel. They are also main
source of income in the hotel because they give beautiful & pleasant environment to the rooms &
public areas.
WORK PERFORMED BY THE HOUSE KEEPING DEPARMENT
 They have to clean to the dirty room after the check out of every guest.
 They have to prepare flower basket for the VIP guest.
 They have to place amenities in the guest rooms as the category of the room.
 They are responsible for cleaning of cylinders in the hotel.

48.  They have to make pest control weekly monthly or periodically to kill the germs insects
etc.
CONTROL-DESK
It is situated on the service floor near the executive Housekeeper’s office. It is the central
nervous system of the housekeeping department. From here all the information is passed and
taken from various outlets and floors.
FUNCTIONS OF THE DESK :
1. Attending guest calls and handling complaints on the phone. The guests usually ask for
laundry service and other requirements like soaps, towels etc.
2 Informing the room attendants for work like putting extra, water in the guest room , collecting
guest laundry etc.
2. Informing the maintenance department about maintenance job in floor or public areas.
3. Filling the lost & found register, making the lost & found slip and putting the items in the
lost & found cupboard.
4. Issuing floor keys and collecting them during different shift.
5. Filling the log book at the end of each shift .
REGISTERS MAINTAINED IN THE CONTROL DESK
1. KEY REGISTER : Record of all keys are maintained in this register.
2. LOST AND FOUND REGISTER : It has all the information about the lost & found
articles.
3. COMPLAINT REGISTER : Guest complaints are written in this register.

49. 4. FLOOR SUPERVISOR REGISTER : One register is maintained for each floor . All the
room checked, room status, etc. information is written.
5. LOG BOOK : It is used for writing instruction and information for the next shift.
6. STAFF ATTENDANCE & GROOMING REGISTER : The attendance of all the staff is
taken daily and their personnel grooming is also checked , these are recorded in this
register.
7. STORE REGISTER : The record of the items received from the main store and items
issued to floor pantry are written in this register.
CLEANING PROCEDURE
VACANT ROOM
A vacant room is one which has not been let last night i.e. there is no guest in the
room. Since it is a night ready room, the following jobs will have to be done to convert it to a
day- ready room.
1. Open out the curtains.
2. Put off the bedside light.
3. Remove the Breakfast Door knob order and replace on the bed side table ledge or writing
table drawer.
4. Convert Night-bed to Day-bed.
5. Change the drinking water.
6. Dust all the furniture, bath and wash basin as well as otherwise when water is put in a
film of dust can form.
7. Flush the toilet daily.
8. If a room is vacant for several days then:
a) Wash the bathroom floor.
b) Vaccum clean the room.
OCCUPIED ROOM
A stay over room has guest staying, who are not due to leave on that i.e. the
room maintain the occupied status.

50. Cleaning will vary in an occupied room as the guest’s belongings are placed
in the room. A general set rule is to never touch guests’ belongings. Do not open drawers since
the guests have their personal belongings. Replenish room amenities and supplies. Arrange shoes
and slippers. Hang the clothes in the wardrobe and also fold and put in the original place where it
was.
The following procedure is to be followed while cleaning an occupied room:
1. Place trolley outside the room, in the corridor.
2. Pull back the curtains, open windows to ventilate the room.
3. Empty the ash trays and waste basins.
4. Remake the beds.
5. Clean the bathroom.
6. Remove all soiled linen( bathroom and bed linen ). Place them in the linen bag in linen
trolley.
7. Check the room for cob web or any insect.
8. Close the windows.
9. With the damp duster, dust the furniture, moving in a clockwise direction.
10. Check that all the electrical fittings, T.V. etc. are working. If not, note it down and report to
the Floor supervisor. Also report anything missing or damaged.
11. Replace ashtrays and waste basins.
12. Vacuum the floor and upholstered furniture.
13. Check the room appearance, straighten as necessary any pictures, curtains etc. and remove
any smears on the mirror or furniture. If mirror cleaning looks to be necessary then inform
the Desk supervisor or the Floor supervisor.
DEPARTURE ROOM
Cleaning of a departure is carried very carefully. The following steps are
to be taken in cleaning of a departure :
1. Place trolley outside the room, in the corridor.
2. Pull back the curtains, open windows to ventilate the room.
3. Empty the ash trays and waste basins.
4. Remake the beds.

51. 5. Clean the bathroom.
6. Remove all soiled linen( bathroom and bed linen ). Place them in the linen bag in linen
trolley.
7. Check the room for cob web or any insect.
8. Close the windows.
9. With the damp duster, dust the furniture, moving in a clockwise direction.
10. Check that all the electrical fittings, TV etc. are working. If not, note it down and report to
the Floor supervisor. Also report anything missing or damaged.
11. Replace ashtrays and waste basins.
12. Vacuum the floor and upholstered furniture.
13. Check the room appearance, straighten as necessary any pictures, curtains etc. and remove
any smears on the mirror or furniture. If mirror cleaning looks to be necessary then inform
the Desk supervisor or the Floor supervisor.
14. Make sure that the room is locked properly while leaving the room. It should be never left
open in any circumstances.
BATHROOMS
A clean bathroom gives the guest idea about the hygiene standard of the hotel. Following
steps are followed for cleaning the bathroom:
1. Wash and dry ashtray of bathroom.
2. Empty and clean the sanibin.
3. Clean the glass shelf and place fresh gargle glasses.
4. Clean the bathtub ,paying attention to waste grid overflow plug and chain, and taps. Wipe
over the bath panels, tiles, shower head, shower curtains, towel rack, soap holder, grip bar
etc.
5. Clean the W.C. using toilet brush and wipe the outside and both sides of the seat with a
disinfectant. Wipe flush handle, pipe and tiles.
6. Wash your hands and clean the wash basin, paying attention to waste grid, overflow plug and
chain, taps, underside of bowl, vanity unit, panels and mirrors.
7. Place clean towels on the towel rack. Check toilet paper and replenish the guest supplies.

52. 8. Wash floor using the bucket from trolley and sponge mop. Take care with corner and area
behind the door. Water must be changed when dirty. Replace the sanibin and leave the door
ajar.
TURN-DOWN SERVICE
The house keeping department provides the Evening service to all the occupied rooms as
well as expected arrival rooms. The following services are provided in this time :
THE ROOM
1. Close and draw the curtain.
2. Put on the bedside lamp.
3. Remove the bed spread, fold and keep in wardrobe shelf, turn down the bed.
4. Empty out the dustbin and ashtray (if required).
5. Dust the room (if required).
6. Place the BREAKFAST KNOB CARD on the bed.
7. Vacuum clean the room (if required).
8. Fill water in the flask.
How to convert a room into a kenfixit room
A kenfixit room is a room which is given for maintence
For this remove all the amenties and supplies from room.
Remove all the linen and curtains
All the glasses from room must be removes
Basically room should be completely emptied so that maintnece work can be carried easily.
Use of memo route:-
Memo route is basically used to report any missing guest room items which maybe taken
by the guest or some pilferage occurs.

53. What all is kept in vvip rooms
Fruit basket
A tray of assorted cookies
A tray of assorted chocolates
Mini bar items like colddrinks /juices/or hard drinks depending on hotel policy and client
profile.
Iron and iron board
Extra pillows
Foot mat
And extra bathroom amenties like face wash and talc.
How linen stock is maintained.
Basically every room attendant who is on specific floor has to sign linen record book
And make an entry of how much fresh linen is being taken on the floor and how much
soiled linen is being deposited in the laundry
Both entry records must match.
That is fresh linen taken must match with the soiled linen deposited.
FOOD PRODUCTION
BANQUET KITCHEN:-
learning
Work which is carried out:-
Misc for all dishes is done
All basic gravies are prepared in bulk
All sweets are prepared in bulk
Stock for all the dishes is kept maximum upto 3 days.

54. Back up for all the dishes being served in the banquets is also made and maintained by
banquet kitchens.
Indent for banquet kitchen is made by banquet head chef and signed by him and the store
is issued.
Live food counter in banquets is also responsibility of the banquet head chef.
Tandoori snacks for all the parties is prepared by the banquet kitchen.
Various meat cuts that are used in kitchen are:-
Fish mince
Fish tikka
Chicken breast
Chicken curry cut
Fish fillet
Mutton leg
Mutton mince
Chicken mince
Lamb shanks
Meat bones
Fish curry cut
Various machines used in banquet kitchens:-
Buffalo chopper
Robot coupe
Masala grinder
Tandoor
Hot plate
Coconut grater
pulvelizer

55. At what temperature meats fishes and lamb are stored in walk ins:-
-15.C
HOW MAKHANI GRAVY IS PREPARED:-
Ingridients:-
Tomatoes
Cashewnut
Chaar magaz
Kada masala
Water.
Method:-
First fill a container with water and put washed tomatoes in it along with cashewnuts and
chaar magaz and kada masala
Let it boil until tomatoes start riping.
After this
Take the gravy and grind it in pulvilizer
Once grinded strain it to make it more fine.
Once done store it in walk in and u can use it for the desired dish and add other ingridients
as per the dish being prepeared.
Different cuts used in kitchen:-
Diamond
Mince
Slice
Chop
Cubes

56. How gulab jamun are prepared:-
Ingridients:-
Khoya
Paneer
Maida
Sugar
Water
Method:-
Make sugar syrup by boiling water and sugar together
Then take some grated khoya and panner and mix well with miada so that u get soft
dumplings
Once done fry the dumplings in oil until dark brown and then transfer to hot sugar syrup
Cool and then serve.
BIBLIOGRAPHY
HOTEL WEBSITE
TRAINING EXPERIENCE